WOW! Internet - Cable - Phone

Spoke to [redacted] about this issueWe will be sending out an update total or refund check once the new cycle clears on the 07/04/as this is when they system will update the billing

Initial Business Response / [redacted] (1000, 5, 2015/07/24) */ Customer was contacted and paper billing was stopped and electronic billing was startedCustomer was given information on how to access the electronic billing if he so choose to Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted] I am rejecting this response because: Your solution is not acceptable I did not have service for out of the weeks in that June when the service call was made I offered to pay for the service call the first time I talked to your customer service reps, if they would waive the Admin feesThey refused My children had to drive minutes into town to complete their coursework for their college online classes You have reduced my service down to a level that is not workable I have NEVER missed a payment Even when you so shabbily reduced my service to something that isn't even worth $a month At this point, the only acceptable solution for me is for you to remove my past due charges Sincerely, [redacted]

We have attempted to contact the customer multiple times, the payment has been received and posted to their account, additionally the late fee that was incurred was credited back to the account alsoIf the customer has any further questions they can reach WOW customer care at [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, [redacted] *

Complaint: [redacted] I am rejecting this response because:WOW! has only partially responded to my proposal as to how to FULLY resolve this issue I had requested that, as a matter of good will, that they excuse and remove the $charge for the one of the two digital adapters that I fully acknowledge as having in my possession One of the adapters has been lost Three years ago, I was told that the digital adapter was $ Is there a particular reason for a $increase in the cost in just a short three year period I am now also questioning and would like to see specific printed contractual details regarding these digital adapters In early 2011, when these adapters were first being issued, I do not recall seeing any information about replacement cost In fact, I do not recall seeing or reading any print details about ANY cost at all being associated with these adapters To further complicate matters, I called the local [redacted] WOW! office to inquire where to find the serial number on remote controls I was told they appreciated having remote controller returned, but that there was no replacement cost associated with them In order to fully accept and resolve this issue, I am asking that WOW! respond either affirmatively or negatively to all of the requests made in the resolution section In other words, if WOW! declines to excuse and/or remove the $fee for the missing adapter, I would like to see this in writing It should be noted that I have been a WOW! customer since they entered the [redacted] market back in or perhaps even earlier It must be stated that I feel it is a very poor business practice to treat long-standing customers in the manner in which I've been treated Sincerely, [redacted]

We have credited the bill to a zero balance as requestedAs far as the mass mailing we do for area's to advertise I apologize about the confusion with those however we don't have a way to stop then from going to active customers homes

Initial Business Response / [redacted] (1000, 6, 2015/12/13) */ I have spoken to the customer and we have come to an agreeable offer for there service and pricingI will address there customer service concerns as well

I spoke to Mrs [redacted] about the issue and let her know that we found the issue and have gotten it correctedThe voicemail box on his email had not been built in the background system and this has since been corrected as of 08/30/The customer should have no further issues using this option to check the voicemail on their account

Initial Business Response / [redacted] (1000, 8, 2015/10/20) */ We have been unable to contact the customerTheir final bill was for services from 8/- 9/10, which is why the due date was 8/the account was disconnected on 8/31, refund amount was This was the amount of credit after prorate she was due back from 9/- 9/

Complaint: [redacted] I am rejecting this response because: because my number is being ported before this responseSick and tired of liars Sincerely, [redacted]

We have been working this issue for some timeThis is related to noise on the lineWe have constant monitoring of this location and respond to any issues regarding to this area before any consumers call in with an issueWe have made additional repairs to the network lines and have addressed other equipment issues that have been repaired

We have offered a credit to compensate this customer for the misinformation that was givenWe have also provided training for the representative that did not quote the correct pricingWe are assuming this case closed as the customer indicated they have accepted this and are satisfied with the resolution

The account was changed to a month to month service with no contract or early termination feeWe have apologized for the miscommunication as well

We have reached out to this customer to resolve his billing concernsWe are putting him in contact with our local customer advocate to ensure that the service concerns are resolvedThe customer has our direct contact information for follif needed, but we will be contacting him to ensure that the problem is resolved

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ The issue with the missing screws from the desktop PC have been investigated on our endWe do not allow our technician to work on any equipment other than our own equipment and have no proof this was completedThese screws will not be replacedif you have any further questions please contact customer care Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) You do not know what your Technicians are doing at all!!! It's sad that you truly believe that your Technician would not touch something he was not supposed toWell, [redacted] did a few things he wasn't supposed to that day; 12/9/ I know he worked on computer tower, trying to see why it wasn't working and he just forgot to put the screws back onThat tower works every now and then and I told him not to just connect his modem/wires, etcDo not worry about it not working!!! I wish I that recorded like I have him on recording for everything elseJust as I wish I definitely recorded the conversation [redacted] being rude Final Business Response / [redacted] (4000, 10, 2015/06/02) */ if you need assistance with anything else please feel free to contact customer care at 866-496-

Initial Business Response / [redacted] (1000, 10, 2015/04/23) */ The $charge is for process a payment at a local office with a direct agent or over the phone with a Customer care agentYou can avoid this charge by making the payment online at www.wowway.com, using our phone system, setting up auto-pay and mailing in the paymentThe $sports surcharge if to offset the cost we have to pay to broadcast companiesIf you have any further questions please give customer care a call at 877-566-

I have contact the customer and we have come to an agreement of waiving the renaming balance and the past due amount will show up as paid in full

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedWe have tried calling multiple times and been unable to make contactThe customers base rate, which was subject to the rate guarantee was not changed other than in January when the customer upgraded their phone serviceHowever the guarantee does not extend to any added discounts put on the customers account or any taxes and feesThe account has never been at $250, and the current monthly rate is 125.50$ plus taxes and fees, we are happy to work with the customer to attempt to lower the bill, but all bills during the contested period, 12/- 1/are accurateIf the customer can provide the best time and phone number to reach them, we can call to discuss possible account changes that will help reduce their current monthly rate

We have our local management team working with the customer to find a resolution to their service issues, but the customer is out of town until 7/20, can the deadline on this complaint be extended to 7/to provide us a chance to work with the consumer?