WOW! Internet - Cable - Phone

Complaint: [redacted]
I am rejecting this response because: I would like a formal response from the company for visibility within the Revdex.com site for other consumers.
Sincerely,
[redacted]

WOW! does not have a write-off in the name of the complainant, and we cannot discuss an account with anyone but the account holder.If the complainant wishes to file a dispute, she should do so through the collection agency.

[redacted],I apologize for the poor customer service you experience when working with us here at WOW!. Your first bill  was $148.19. A change was made 3 days into the billing cycle, adding video service. There were some partial month charges and credit applied which were reflected on the next bill that came out for the $374.81 (which including the original $148.19). You stated that you one recived the first bill, however I am sorry you didnt get any of the others. They were not returned by the Post Office, but I also see that you registered on the website for email which means you would have been able to see all of your monthly statements online. Hopefully you will have receved the duplicate statements that were sent out. If so, you will be able to see the  $63.67 for the partial month charge of new cable service from 11/06/2015 to 12/02/2015. These are charges you did agree to when upgrading. A representative from our Executive Response Team, calling on behalf of the corporate office, contacted you by phone to discuss these concerns and you disconnected that call.  I understand you may have been furstrated with previous interactions but we were trying to explain your billing questions. I also apologize for the confusion with your due date, there is a ten day grace period available after the due date provided on your bill, one of the dates was the due date, the other was the last day of the grace period, before your bill would have become past due. Unfortunately since the payment was not posted to your account  before either of these dates, there were valid late fees applied to the account.

Initial Business Response /* (1000, 8, 2015/09/24) */
We have credit the customer one month of service for this miscommunication with a representative. The rep stated they had no bill and were at a 0 balance.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/28) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
We were initially told by customer service that our monthly fee would be waived and it never was so I will believe it when I see it. When we called back to find out why, we were told there was no record of the initial agreement. If the monthly fee is indeed waived, this is an acceptable resolution.

Advertised offers are available to new residential customers. This is stated on our website and our ads.

The customer has been credited the $157.20 for service issues. His service are currently working and he is directed to the executive response team in case any further issues occur.

Customer actually had an email correspondence with us on 8/14, where he was told his final balance would be prorated from the date of disconnection, and the prorate was about $134.  Confirmed that the prorate was in fact exactly $134 as discussed leaving a valid final balances of...

$98.45 for services prior to 8/10.  Response to customer provided previous email thread as well.

We have determined that Mr. [redacted] came in and questioned his bill on 1/9/18. It was found that in 2005 Mr. [redacted]’ family wanted him to have caller id and they wanted to pay for it. In 2006 Mrs. [redacted]  said that she would be paying for the caller id and requested that it be billed in...

January of each year. It has billed this way each year since. Mr. [redacted] questioned his bill this year; to assist him the future billing was removed and he will no longer be billed in January for one year’s service of Caller ID.  Also the Caller ID was left on the account as a non charging feature. We have looked at the account and there is currently no other plan available that would be less expensive. As the caller ID charge has been removed from future billing, we consider this matter to be closed.

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], and it is in fact what they offered ($70 + the lower rate) but I have (to date) not received the actual credit on my account. I continue to have service issues and have even had to call for technical support during the time period of this complaint. But am not hopeful that there is anything that they can do to fix the issue because even with my modem plugged directly into my [redacted] I cannot consistently maintain the speed that I am paying for or stream a movie without issue. I will give them one last chance to address the issue and if it is not resolved will seek service with another provider.
Sincerely,
[redacted]

WOW! was able to address the consumer's issue with internet service problem. We were able replace the equipment and test the connection extensively. The repairs that was completed by our field operations resolved the consumer's issue.

The customer recently had a technician come out to his home to address the ongoing cable and internet issues. He has not has any issues since then, but we have provided him our contact information if he should have any issues in the future with the services. We have also applied a $149.22 one time...

credit to his account for these issues since February 2016.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. After reviewing the calls to get the digital adapter replaced I see where the order was initially entered incorrectly and you called back in to have the adapter mailed out, then you...

called in on 1/17/16 to have the new adapter activated. During that call you asked the representative if we needed the old adapter back or if you could just throw it away and you were informed by the representative that we needed the adapter returned to the local office. At which time you asked if you could return it to the Calumet City office and the representative said yes, it could be returned to that location.  Unfortunately we never received the adapter so the charge on the bill is valid. If you would like to make a payment on your final balance, please contact WOW customer care at ###-###-####.

(The consumer indicated he/she DID NOT accept the response from the business.)
We reached out to Wow multiple times and it took Wow two months to respond. In my opinion this...

issue is beyond us being capable of coming to an agreement talking directly to Wow. They are not professional and I am tired of waiting for them to make this issue correct speaking one on one. I desire a professional response to my desired resolution through my Revdex.com complaint. Thanks.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. We have tried calling multiple times and been unable to make contact. The customers base rate, which was subject to the rate guarantee was not changed other than in January 2014 when the...

customer upgraded their phone service. However the guarantee does not extend to any added discounts put on the customers account or any taxes and fees. The 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, 12/2013 - 1/2016 are accurate. If 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.

Complaint: [redacted]I am rejecting this response because: There have been numerous technicians out and the problem has not...

been resolved. They really aren't sure what the problem is and at this point I just want my outstanding balance credited. I do not feel that I should have to continue paying for terrible service. A company this size should be able to figure out what the problem is and not have to send different techs out each time.  Sincerely,
[redacted]

Initial Business Response /* (1000, 14, 2015/11/02) */
We have already placed the customer on the discount that will put them as close to the price as we can get. They where offered $96.00 before tax, being that taxes fluctuate and we don't control that there monthly balance appears to a bit...

different by a few cents than they requested. Issue resolved.

So the discount on the bill shows how much you are getting for that month applied to your bill not what it will be for the life of the discount. The pricing changed on the 13th month as was the agreement when the customer signed up with this offer.

Complaint: [redacted]
I am rejecting this response because it is simply unfair business practices to charge a consumer for services that cannot be provided by the company.   
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/11) */
The HD Receiver with serial # [redacted] was not found with the equipment that was shipped to the local office at XXXX XXth st. [redacted] # XXXXXXXXXXXXXXXXXXXXXX. Unfortunately this equipment charge is valid. If you are able to locate...

this equipment and return it the charges will be removed. If you have any further questions please contact customer care at 877-566-5649.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have a [redacted] for the package that was shipped to the WOW office. We were originally told that the account was closed and everything was fine. Then, we received a bill several weeks later. I am not sure what more could have been done in order to prove that the equipment was turned back in. Does WOW believe that we shipped them an empty box?
Final Business Response /* (4000, 9, 2015/06/26) */
Customer was contacted and from that phone conversation I found out: The customer has paid the equipment charge from there account. They no longer wish to pursue the complaint. A contact number was left with customer if there are any further issues or concerns going forward.

Complaint: [redacted]
I am rejecting this response because:  I still have not received a satisfactory response in any of the conversations I have had with the support reps in this case.  Even their above response is contrary to what two support reps have stated to me previously.  They have consistently changed their explanation as to the changes in billing and when I dispute their explanations they end up saying that the price went up because of an expired promotional price.  This is despite the fact that when I signed up with them I was specifically told they do not do business in this manner and do not use promotional price structures.  This leaves two possibilities: 1.  When they signed us up they deliberately lied to us regarding to how they managed their pricing.  2. Sometime in the last year they have changed their business model to one that purposefully obfuscates their pricing models.  Either way I have come to the conclusion that this company in their sales, pricing, and customer service is completely opaque.  I am in the process of cancelling my subscription to their services and have no intention of returning.  Hopefully their competitors value their customers more.  
Sincerely,
[redacted]