WOW! Internet - Cable - Phone

Complaint: [redacted]
I am rejecting this response because:
We are still having problems and would like to only pay a reduced rate until the problem is fixed. Why should we have to pay full price for half the service? I just had another tech out here Saturday and they even said the problem is outside the house and there is no time frame on when it’s going to be fixed. Put it like this let me out of my contract and I will go else where because it’s clear WOW do not value my  Business.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/11/25) */
We have applied credit to the customers account and they have indicated they are happy with that resolution.

We do apologize for this poor experience. Upon reviewing the account, we have found that our Account Research (billing) department has already issued a credit for the returned payment fee to the account. This will be reflected on the customer's next billing statement. We apologize for the trouble...

this has caused and trust this credit will bring this matter to a close.

The customer consented to this agreement verbally, which is legally binding. During the course of the verbal agreement, it was fully disclosed...

that an Early Termination Fee would apply should the customer terminate the service before the end of the agreed upon term length. A full copy of our Minimum Term Plan Terms & Conditions are available online at [redacted]

Initial Business Response /* (1000, 8, 2015/09/23) */
The customer already resolved this issue the day they submitted it with an agent over the phone.

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: Once again, WOW has decided to resort to false, inaccurate and unfounded statements.  1) After pressure for an explanation with representative C[redacted] on the phone on 12/15/17 at 10:32 AM when he 'implied' that there could have been 'insufficient funds' he was NOT able to provide proof of such claim. As with all other representatives before him, WOW has NOT been able to provide for the root cause of why the payment wasn't processed even when WOW had confirmed of such transaction on December 1st (see attached, make not of twice the monthly amount due for no reason). We are prepared to submit bank statements that show on the day in question there were sufficient FUNDS available to pay.2) It is FALSE that WOW may or may not communicate such errors - In fact, Mr. C[redacted] himself assured me that it is WOW STANDARD PROCEDURE TO LET customers know when payments haven't been processed; I reminded him, once again, that in this case WOW didn't. As such, and presumably knowing WOW 'dropped' the ball on this issue, WOW decided to send a statement (see also attached) of a letter dated THE SAME DAY OF SERVICE INTERRUPTION and my FIRST PHONE CALL, December 11, which didn't make it to our mailbox until December 18 and which couldn't be tracked as there was no date stamp on the envelope. To send such letter the same day of service interruption without any other warning while assuming or falsely implying we 'lack the sufficient funds' is a sign of treachery and acceptance of wrong doing from WOW.3) Every time we spoke on the phone with WOW, the versions differed: When customer support representatives were 'pressured' to provide the 'explanation' they had on there PC screens, it was evident someone had 'assumed' we didn't had sufficient funds for payment - yet NONE could assure us of this. This we knew because it wasn't true. Then there's the case of the break contract fee: first it was $150, then in our last conversation with Mr. C[redacted] he told us it was $135. Moreover, he also implied a '2 year break contract', and when I reminded him it was only 1 he quickly 'backtracked' to 'er, yes, yes 1, right'. Again and again you can see that:....a) WOW doesn't really know what the heck is going on with their own clients and/or accounts....b) WOW seems to 'make up' rules, payments, excuses as they go without providing any reference 4) Account has already been cancelled as of 12/18/2017, with all equipment returned and accepted by WOW (see yellow receipt attached). I am letting the Revdex.com here know that WOW has opted to bully customers in thinking it is one's fault for their own lack of organization, not able to provide any real facts as to why service interruption and forcing the issue as simply our fault. As such we urge the Revdex.com to advice WOW to desist into misleading, unfair and unlawful customer service practices and to allow ourselves to 'part ways' by cancelling the 'Early termination fee', which at this point hasn't even been set correctly as to what amount that is, since it is evident and has been proven without doubt it was WOW's fault that forced us to 'let go' of their service as they failed to comply with their own rules and regulations of interrupting our paid service and charging twice the amount due without explanation.
Sincerely,
[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.
I did contact them, but did not get a response back.  The service was restored.  Thanks for your follow up.  [redacted]
Sincerely,
[redacted]

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  We have reapplied the discount to your account for an additional 12 months and backdated to cover the current month. The current statement was already paid so your next...

statement that prints on 7/18 will reflect the new rate of around $130 after tax, minus the credit for the 6/8 bill, so it will be around $105. After that your statements will all be around 130$ per month. Please let us know if there is anything else that we can do to assist you.

Reply sent to customer advising that monthly alternatives are available for anyone expecting to be mobile, however an agreement offers a discounted rate in exchange for agreeing to purchase service for a set amount of time, so moving to an unserviceable area is breaking the agreement he made and a...

case where the early termination fee is valid.

We have not been able to reach this customer by phone to discuss this complaint. However, the customer did speak with our Loyalty team after filing the complaint and we believe the issue was resolved, based on the notes on the account. If there are any other concerns, the customer is welcome to...

reach out to us directly.

This issue has already been resolved, as the customer called in to customer service and had the tech visit fee removed.

The consumer has no record of issues for the past 12 months. The last issue that was resolved was on 12/14/16. The consumer verbally agreed to a service agreement and terminated prior to the agreement. The Early Termination Fee is valid.

Initial Business Response /* (1000, 6, 2015/09/01) */
The line for this home is aerial and cannot be buried. It is now strung correctly.
Initial Consumer Rebuttal /* (2000, 8, 2015/09/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Complaint: [redacted]
I am rejecting this response because: When WOW contacted me, they stated they were unable to find any records of us calling previous before the technician was scheduled. That is the reason why they offer that deal. I do not agree with companies that do not document there system with important information or give false information. I have attached a copy of our phone records that shows we have contacted WOW previously before the technician was scheduled. I also have when we call in January and that is when our service began to decline. This record is between my spouse and I mobile phone. We are unable to provide proof of land line records at this time that will further more prove that we called multiple times. WOW offering $50 off our bill is a slap in the face. Also we were told that we were not suppose to be charge the technician fee anyway, so why are were we being charged for it? The issue was because of WOW not us. This is another reason why I do not like how the company is treating us. Do not throw additional charges at us and say you are removing it as a sign of great customer service when the charges are not suppose to be there anyway. The records show when we initially called in November to set up service until August.  We called in the following months:November, December, January, June, July, and AugustAgain that information is reflected on the phone records that I attached to this complaint. WOW has failed to provide service that we paid for and still paying for. WOW is not holding up their part of the agreement when it comes to providing the accurate amount of internet service. I'm asking that WOW is honest and does the right thing by their customers. As I said before, I am not asking for total reimbursement of payments since January, but please do not insult my intelligence with a $50 credit.  Since January, we have been paying for services that we never received.
Sincerely,
[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. I will go ahead and pay this charge. It is still $10 more than I should be being charged as I mentioned I should only be paying my usual 29.99 cost of internet but I am not arguing with you all over $10 when it already took you this long to get you all to take off an additional $40 charge out of $50. This is the second occurrence of your company overcharging me unjustifiably. I can guarantee you that the next time I will put in an additional Revdex.com complaint and I will definitely be canceling my services. I do not appreciate having my time wasted this much. Your billing reporting needs a serious overhall and explanations of charges to customer accounts need to be clear. This current method is absolutely unacceptable. Looking at my statements I cannot tell what any of the charges your company is adding to my account actually are. When I spoke to your employees they even seemed to be confused as to what and why I was being charged. I have not gotten a clear impression as to if your company is doing this on purpose or if it simply due to incompetence. This is to the point that I have spoken to you enough that I can only assume that your company is purposely overcharging me. I expect that in the future my account will no longer be charged. I will now remove the Revdex.com complaint. I expect to see a receipt or some sort of invoice for what you have said above. My current account does not reflect what you have actually done (removed the $40) anywhere. 
Sincerely,
[redacted]

Credit for the disputed fee of $50.00 was issued to the account by a customer service supervisor on 8/30/16.

Initial Business Response /* (1000, 5, 2015/09/08) */
We have been unable to reach the customer to resolve this issue. We will need a valid phone number to reach the customer in order to go any further with this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
I spoke with a supervisor who said I would need to show him a current bill. This would be proof that the cable is not illegal.I was very offended by that comment and informed him iI didn't have a bill I do paperless billing. I also felt this was A LOT of hurdles for me the customer to jump through being this was not my fault. What I also don't understand is why my cable was disconnected AND the technician took all my outside wires? WOW is very unprofessional and do not care about their customers.
Final Business Response /* (4000, 10, 2015/09/10) */
We are typically not allowed to alter another providers line, even when one was cut or damaged by a WOW employee in error. If we are going to repair a line from another provider that we may have cut in error, we require proof that the line should be active. This is a standard industry practice and was in no way meant to offend [redacted]. We have not been able to make contact though the customer did speak with a technician supervisor, we have applied a $50 credit to the customers account.

Our technician and maintenance team resolved the issue for this customer.

Complaint: [redacted]
I am rejecting this response because:I am paying $45/month which is more than agreed upon anyway, for not even a tenth of the speed I should have been getting.
Sincerely,
[redacted]