WOW! Internet - Cable - Phone

The consumer agreed to 1 year agreement with an early termination fee. The consumer closed the account prior to the 1 year agreement.

We are waiting on a reply back from the customer about our last correspondence on 04/17/17.

The consumer agreed to a service agreement verbally. Our terms of service does indicate that the consumer can move to month to month pricing and then will be subject to the early termination fee.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing. I have credited your account $150 for a full month of service plus the 2 technician visit charges. Unfortunately we are not able to credit for the modem, since the modem...

was not the problem we suggest returning it to the place you purchased it for a refund. Please let us know if there is anything else that we can do to assist you.

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: My services were never interrupted. You need to fix your equipment that reports that information. One of your employees told me in January or February that sometimes the service shows interrupted and it has not been. The reason I was told this is because I checked on a bill as to why it was high. I was informed that I had been disconnected on the 3rd of the month. I told them that there was no way I was disconnected because my disconnects do not come up until the 18th-20th. At which point I was apologized to and the charges were waived.
Sincerely,
[redacted]

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  We have not been able to reach you by phone, when I review your account I see a technician was out and resolved the service issues have been resolved. You account has...

been credited $163.86. Please let us know if there is anything else that we can do to assist you.

The contract was made via verbal agreement over the phone, including a two-part legal service agreement, to which the customer responded with a 'Yes'. WOW! Annual Choice Plans, Term Choice Plans and Annual Saves Plans are verbal agreements that are legally binding.

Complaint: [redacted]
I am rejecting this response because:I reset the password.  Still does not work.  This problem has been ongoing for months now and occurred at least once before this.  Extremely poor customer service.  I want some compensation because I have been unable to use this service that I have been paying for and I want it fixed now.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I have not been able to reach anyone. They contacted the same phone number twice.  I returned the call and left a message. 
Sincerely,
[redacted]

We have identified an error on the customer's account that caused it to be improperly show as delinquent. We have corrected the error and restored service to the customer and issued a credit for the improper interruption. We have left a voicemail and sent an email to the customer regarding this...

matter. If there are any other questions or concerns, we do welcome the customer to respond to our call or email.

Initial Business Response /* (1000, 5, 2015/05/20) */
[redacted] I'm sorry to hear about the situation you had with the install and having your phone line cut. I apologize for the inconvenience we have caused you. I have issued a 1 time credit of $50 to compensate for the problems we have caused as...

well as address this with the Supervisors who handled this situation.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because it seems fair. I hope this does not happen to anyone again.

We have made an offer that we believe is fair and agreeable to the issue that was brought up. It is contingent on receiving a payment for the remaining balance. We have made a good faith effort and only been meet with refusal from the customer. We will still honor this deal that they did at one point agree to.

We have processed and sent out a refund check to the address that was requested. We have attempted to contact the customer to advise of this but have not been successful.

The alternative to agreeing to signing up for a discounted rate in exchange for agreeing to pay for services for a set amount of time is to have monthly service that does not have these discounted rates.  Disconnecting, including moving to an unserviceable area, is breaking the agreement to pay for services for a set amount of time in exchange for a discounted rate.  The early termination fee is valid, no further consideration will be given to this matter.

We have made multiple attempts to call the customer and resolve this matter. He is welcome to return our calls so that this matter can be resolved.

Initial Business Response /* (1000, 11, 2015/08/27) */
The only phone number we have for this customer rings as out of service. The customer has already disconnected service, we have credited their final bill back to a Zero balance.
Initial Consumer Rebuttal /* (2000, 13, 2015/08/29) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)

We stopped the billing in December when you cancelled your service. The bill in January was fro time use in December that you had not yet paid for. The bill is valid and will remain with CMI.

Complaint: [redacted]
I am rejecting this response because:I called again with my mother on the phone they created a...

new account for mother as they should have done the first time. They put service in my name again after I dropped off boxes in error. And if they digged a little deeper the first call they could have simply created a new acct for her that first call. They ended up creating new acct cause they knew they werw wrong.
Sincerely,
[redacted]

We have dispatched our lead technician to resolve this customer's service issues, which have been resolved.