WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 5, 2015/07/24) */
Customer was contacted and paper billing was stopped and electronic billing was started. Customer was given information on how to access the electronic billing if he so choose to.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The...

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

Complaint: [redacted]
I am rejecting this response because:there was no adjustment to my bill, in fact I was mis-charged $60 and the service is still inadequate.  I have requested NEW equipment to be installed and have attempted to resolve the money issue.  I will be investigating other companies if this doesn't work.
Sincerely,
[redacted]

We have made contact with this customer and are working towards an amicable solution on this issue. We have provided her with our direct contact information and will be following-up with her.

A statement, showing the deduction of services billed beyond 11/17/16, was mailed to the customer on 11/29/16. This also serves as evidence that the account was closed. A prepaid [redacted] kit was shipped to the customer on 12/13/16, so he can return the equipment to us.

Initial Business Response /* (1000, 11, 2015/10/23) */
This customer has disconnected their WOW Account. They can direct any questions to XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There...

is no resolution offered. Just a short notice of a phone number for the customer to call. That is an unacceptable response under any circumstances, but most especially since the reps frequently hang up on the customer callers!
Final Business Response /* (4000, 15, 2015/10/31) */
We certainly apologize, the number provided goes to WOW's Executive Response Team, not to customer care. We represent the corporate office and can help when needed. We have tried calling and been unable to reach the customer.

The consumer's letter was not in error. The consumer made the payment as needed for the account. We consider this matter resolved.

Initial Business Response /* (1000, 10, 2015/04/30) */
We have blocked you from being able to get service knowing that you have used the services at the same location has [redacted] Once that account has been paid in full you may get service. Your information will not be reported to any credit agency...

unless you are the main account holder.
Initial Consumer Rebuttal /* (3000, 12, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have walked into the [redacted] location and showed a copy of my lease to a [redacted] showing that I did not reside there at the time. I have also received an email from her stating that she has removed my name from her account and to come into the office to receive services. At this point I've declined to based on my experience there. I have saved this email for future reference. If this company has responded in such a fashion without even knowing what it's own employees are doing there and emails sent, how and why would I let you provide services for me? As I stated, how can I be held responsible for something that I didn't even know had occurred? Does this company have my signature on a contract? Have I signed anything? Have I ever called and made any changes to her account? Is there any record of me paying any portion of her bill with my credit or bank card? As stated before, I would like my information removed or should I refer to the email sent that says it has already been removed?
Final Business Response /* (4000, 14, 2015/05/14) */
Unfortunately you are unable to have service setup in your name knowing that have had and used services at the consumers address. Nothing can or will be put on your credit report, but if you would to have an account setup with us that account must be paid.

We have reached out to this customer regarding the misunderstanding about his bill cycle and payments. We are also working with him on resolving his Internet service issues and will follow-up with him on this matter.

Spoke to [redacted] about this issue. We will be sending out an update total or refund check once the new cycle clears on the 07/04/2016 as this is when they system will update the billing.

Initial Business Response /* (1000, 16, 2015/10/23) */
We have been unable to reach this customer, the customer disconnected service on 7/2/15 and the remaining balance was sent to collections 90 days later. The balance is valid and owed, if the customer has further questions, we are happy to...

assist.
Initial Consumer Rebuttal /* (3000, 18, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not answer the question. I received a collection request before I received a bill with the amount I owe. How does that happen? You don't send anything to collections before you correct the customers bill and send a accurate bill. I have proof of the collection notice and the bill. I have no messages from them, nor did I answer a call from them, so how have they contacted me? These people say anything and think it is a sufficient response. Why can't you get in contact with me? If you call, I either answer or my voice mail gets the call. Why did I get a collection notice before I got a bill? You got contact from me, when I told you I returned your merchandise and asked for an updated bill. Before getting that bill, I received a correspondence from a collection agency. I did not know before you tell me what you think I owe, or a final bill or whatever you want to call it, that you just to collections. How do I know what you are asking if I don't get a bill, especially if there was a problem with the previous bill.
Final Business Response /* (4000, 23, 2015/11/19) */
We tried calling the customer 2 more times, leaving a final voice message today at the phone number provided in the complaint. The customer was given a 50$ credit in June and again in August, the corrected final bill was mailed out on 9/14/15 and the account was sent to an outside collection agency on 10/2/15. The remaining balance on the account if for service received after the credits that were provided and is valid. The customer can reach us at XXX-XXX-XXXX with any questions.

We have been working this issue for some time. This is related to noise on the line. We have constant monitoring of this location and respond to any issues regarding to this area before any consumers call in with an issue. We have made additional repairs to the network lines and have addressed other...

equipment issues that have been repaired.

The consumer contacted our customer care team and was able to resolve the issue with accessing their statements via the website. The 1 month period that the consumer's pricing increased was adjusted to the previous month's pricing.

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

resolution.

Revdex.com:I accept the business's response, however, I do not see a credit on my account. Sincerely, [redacted]

The removal of those features have been processed as per the customer's request. She will see this reflected on her next statement.

We have not been able to reach this customer. She is welcome to return our calls if she still has any concerns regarding this matter

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  Unfortunately we have not been able to reach you on this matter, we called on 7/14, 7/16, 7/18, and 7/27. If you still need assistance with your internet speeds, please...

call the WOW Executive Response Team at [redacted]. Please let us know if there is anything else that we can do to assist you.

Initial Business Response /* (1000, 6, 2015/12/14) */
Gave credit for inconvenience, explained pricing going forward. This resolution has been accepted by the customer.

I just spoke with the customer. We talked about her concerns and poor experience with our customer service team. She was unable to give me any exact examples but just general issues. I will review recent contacts and send feedback to try and improve this customer experience. She stated at the end of our conversation there are no other questions or concerns at this time. I have given her the direct number to the Executive response team if she has any further issues.

Our local management team reached out to this customer to address her concerns. A cable box was replaced to resolve the service problems.