WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 11, 2015/08/05) */
We have tried to reach [redacted], leaving multiple voice mails with a direct contact number and have yet to make contact or hear back from this customer.
Initial Consumer Rebuttal /* (3000, 13, 2015/08/06) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
My work schedule and theirs is not matching, I can not except calls during the day except Monday
I called back and the Gentleman is not in when I can call at 5pm Mountain time
Pleas call me XXXXXXXXXX Mondays 800-430 MT time
Final Consumer Response /* (4200, 20, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We paid the new bill to stop the calls but it is still a bad company who takes money from Service members.
I called the number the gentleman left but he is always not in when I call I am on mountain time, I cannot call during work hours as I am teaching
call me after 5pm mountain Time
Final Business Response /* (4000, 25, 2015/10/19) */
We have done as the resolution requested and closed the account with a $0.00 balance due. I am unsure what other steps they would like us to take.

Initial Business Response /* (1000, 10, 2015/06/11) */
I apologize that you were not informed for the additional fees when you questioned the sales agent. This call is being reviewed and will be addressed with the agent. I have issued a $80 credit to your account due to the situation, this will...

show on your next bill statement. Unfortunately these fees cannot be waived. If you are still unsatisfied I want to make sure you aware that we do offer a 60 day Money-Back Guarantee - http://www.wowway.com/terms-and-conditions/south/rate-guarantee-and-money-back-g...⇄ If you have any further question please contact customer care at 877-566-5649.

Complaint: [redacted]
I am rejecting this response because: the complaint was made to remove the remark WOW cable has on my credit report. I paid in full the balance to avoid additional problems...

with my credit report. However, the remark WOW cable made on my credit report was false. My request is that they remove it. I received a call from someone representing them and called them back twice. I have yet to speak with someone. 
Sincerely,
[redacted]

As mentioned in previous responses the customer is aware that they will be charged for reactivation fee's we will not be crediting any of these. We offer the extension as a courtesy to our customers and notify them of the fee associated with restoring services. The customer account has been disconnected and is no longer active with WOW!.

Customer was assisted with a password recreation on the account they were unable to log into.

Client is disputing charges on account after 5/20/16, including Early Termination Fee, as he made an effort to close the account at that time. As we were anticipating that he would be porting his phone number to his new carrier, his account remained active. He did not realize that not porting his...

number would result in his WOW account remaining open & continuing to being charged. Memos on the account & his timely equipment return are sufficient to determine that he did make appropriate effort, to his knowledge, to close the account within 30 days of installation. We have credited all charges accrued after his requested disconnect date and the client has paid the remaining balance to settle this account.

Complaint: [redacted]
I am rejecting this response because:After three attempts to repair the service WOW! was unable to deliver adequate service and issued a waiver to their "terms of service" to allow me to cancel without a early termination penalty.  This information is in the trouble notes from 4th quarter 2016.  Let it be known that WOW! has lied to me in an effort to trick me into being billed an early termination fee, which they refuse to waive.
Sincerely,
[redacted]

The web space is a product that is no longer available and the consumer will need to find an alternative solution.

We have attempted to reach this customer to update them on this issue but have been unsuccessful in our attempts. We have researched this issue and found that it was a mistake on our end and are in the process of removing this collections attempt from [redacted].

This customer was only charged for services up until December 1st when the service was cancelled. The other charges on the account are due to unreturned equipment. We are assuming this case to be closed as we have advised that he was only charged for services up until the date that was...

requested on the complaint and the request has been met.

There was no contact from the customer about poor service or performance based service issues since 09/22/2015. Without notice from the customer we would have no idea that they were having issues. The bill is for time service was active at that location.

Complaint: [redacted]
I am rejecting this response because:
Even though the $80 was what I owed on a old bill they still took it from me under false pretense, the attach recording to the other email proves that, this is not fair and it's bad business practice. Please Revdex.com do something about this unfair action
Sincerely, [redacted]

Initial Business Response /* (1000, 6, 2015/10/20) */
The bill has been corrected for the customer, they stated they are satisfied with this resolution.

08/26 - 09/27 Balance: $83.25 | Payment compelted: $85.18 on 09/0109/28 - 10/27 Balance: $29.99 | Payment compelted: $29.99 on 10/0610/28 - 11/27 Balance: $29.99 | Payment compelted: $29.99 on 11/0811/28 - 12/27 Balance: $76.83 | Payment completed: $51.44 on 11/08 12/28 - 01/27 Balance: $70.89...

| Payment compelted: $46.83 on 12/07For the cycles 11/28-12/27 & 12/28-01/27 the consumer paid less than what was owed. The consumer has a carry over balance now from the previous cycle. The consumer can avoid the late fees by completing a payment for the full balance before 01/27. All of this information is clearly documented on the consumer's statement.

Initial Business Response /* (1000, 5, 2015/07/21) */
We spoke to the customer and applied a credit for the problems they experienced for the internet outages. We also advised the customer that we are taking steps to limit any attacks on our network in the future.

We have spoken to the customer and the service issue appears to have been corrected. We have also applied a credit for 2 weeks worth of cable service to the next bill.

As part of our Minimum Term Plan Terms & Conditions [redacted], the ETF is something that the...

customer did agree to should service be canceled before the term expires.Moving out of our serviceable area does not constitute a situation in which the Early Termination Fee (ETF) would be waived, unless the customer is a member of the [redacted] and has received military orders to relocate outside of the local WOW! service area.

I am showing that you have a 24 month discount on your account that starts out with a $30.00 of discount for the first 12 months and on month 13 it moves to $20.00 off. This is the discount you agreed to when it was placed on your account this is not an error. We will not be adjusting your bill to...

the total you requested as the discount is exactly what it should be.

Customer is unable to discuss this issue with us still Sunday the 22nd. We are requesting more time to accommodate the customer schedule.

As our terms of service we may contact the consumer but is not a requirement for any notice for interruption of service for failure to complete a payment within the 30 day billing cycle. We do provide cutesy calls to our consumers to inform them of a past due balance. The consumer can close the account prior to the service agreement period and be subject to an early termination fee.