WOW! Internet - Cable - Phone

Our local management team reached out to this customer and a tech went out to resolve all of the service issues.

I have spoken to this customer about the experience they had with our agent. We apologized for the poor experience and will be providing feedback to prevent this issue in the future. The customer had no other concerns I could address after her feedback on her issue was given.

Complaint: [redacted]
I am rejecting this response. Please note this as an unresolved matter with the Revdex.com.
Sincerely,
[redacted]

We have corrected the balance on the account for time used with WOW! service $86.20 that was returned later via credit card dispute. This balance is valid and is in the hands of the 3rd party collection company, however you can either pay WOW! or the 3rd party company the choice is yours.

Initial Business Response /* (1000, 10, 2015/05/28) */
The balance remaining on this account are valid for services rendered + fees. If you have any further questions in regards to these charges please contact customer care at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 12, 2015/05/29)...

*/
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because the [redacted] is not accurate. I was charged numerous reconnect fees and installation fees that should not have been charged. I disconnected services in September and was charged through December. One of the agents said she would credit account $50 for an installation fee that should have not been charged. WOW is a ripoff. I had [redacted] for 22 years and never had a problem. I would like this collection to be removed from my credit report asap. I am very disgusted with this company. No one should have to go through the hassle of trying to get something ff their credit report. If I owed I would have paid it. There were no books sent out. If I would have seen this in advance I would have contacted company and it would have never gotten to a collection agency.
Final Business Response /* (4000, 14, 2015/06/02) */
As I stated before these charges are valid for services rendered as well as the fees including late charges, reactivation fee's and returned check fee's. If you have any further question please feel free to contact customer care at 877-566-5649.

Complaint: [redacted]
Really, common Sense tell you and the Revdex.com  my first call was not the day I disconnected. Please don't insult me my intelligence by saying you read the notes and only see where I called once in June. June was the initial call and after not being able to resolve the issue over the phone, 2 techs came out, still not resolution. The 3rd and final tech came and said he knows what the problem is but I had to pay $50 to purchase insurance to fix. It wasn't until then and the hang up in my face from management that I was feed up and disconnected.  It was clear to me Knology/WOW  didn't value their customers. I want a refund and the complaint is not closed. I will contact the President as I'm sure he would be glad to hear my story!
I am rejecting this response because:
Sincerely,
[redacted]

We have sent over the information to out warehouse to investigate the issue with the equipment. We have not received a response from our warehouse team regarding the equipment.

We have tried to reach out to the consumer through the service provided phone, the cellphone, and email. We have been unsuccessful with making contact with the consumer. We are unable to resolve the consumer's issue at this time.

Complaint: [redacted]
I am rejecting this response because: I have never heard back from WOW anytime I have...

had an issue with them. I have been told multiple times that they have looked in the warehouse and they haven't found it. I don't want to close the case until I hear back from WOW. 
Sincerely,
[redacted]

The customer has chosen not to retain service with us and the account is closed.

The consumer had the issue corrected by our field technicians.

Complaint: [redacted]
I am rejecting this response because: WOW IS OUT TO LUNCH!  The Local WOW had removed the lien off and out of the [redacted] Collections, because it did not pertain to me or worse, never had any account with them. I am still waiting for a written correspondence confirming they have removed the lien off and out of the collections agency; the MISTAKE and ERROR was imposed on WOW. BE CAREFUL WHO YOU ARE DEALING WITH... BECAUSE THEY CAN DESTROY YOU WITH A LAWSUIT AND SHUT YOUR BUSINESS DOWN FOR GOOD! IT IS CONSIDERED FRAUD TO USE SOMEONE'S PROPERTY AND THEN CLAIM SOME TOTAL STRANGER HAS AN ACCOUNT ON SUCH ABC 123 PROPERTY WHEN IT DOESN'T EXIST. THE ECONOMIC CRIMES DIVISION HAS STATED THAT WOW IS NOTORIOUS FOR THIS BEHAVIOR, ACTIONS, AND FALSE REPORTING. THE COMPLAINTS ARE SKY HIGH TECHNICALLY I CAN SUE THEM!
Sincerely,
[redacted]

We have spoken [redacted] and explained after reviewing the calls her son made, that the Video OnDemand charges are valid and will not be waived. There were multiple videos ordered on the consumer's end after her modem was swapped out, which reset the settings. This type of equipment does not allow us to order Video OnDemand movies for her. We also explained her billing cycle and past due charges which is the reason why the services were interrupted. Consumer does not agree with this, and advised us that she will continue to file Revdex.com complaints against this. We are closing this complaint since we have addressed all of the her questions and concerns.

My bill that month was for $209.55. I deducted $50 for the "Truck Roll Charge, $12 for non use of the Internet for 5 days, $35 cost and time for trip to the Wow! office, $35 for lost of home office appointment, $35 for time spent trying to connect. Total deductions were  $ 167.00.  I then...

sent in a payment for the balance of $42.55.Thank you,        [redacted]

Initial Business Response /* (1000, 5, 2015/04/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
This complaint was sent to the wrong office. THis complaint should have been sent to
WOW Internet, Cable and phone
[redacted]
[redacted] XXXXX
XXX-XXX-XXXX...

Office
XXX-XXX-XXXX Fax
XXX-XXX-XXXX Cell
Attn [redacted]
Initial Consumer Rebuttal /* (3000, 21, 2015/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the company and was told they would remove charges for their services and would not reimburse me for their mistakes. They also sent me bills for services I never used.
Final Business Response /* (4000, 23, 2015/05/21) */
The bill statements are for the services being activated with us. the phone number had to be activated with WOW! in order for the number to be ported out. These charges where removed. No reimbursement can be made without an active account. We have take care of all charges on the WOW! account for this situation.
Final Consumer Response /* (4200, 25, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company never offered any reimbursement for the costs I incurred due to their poor service practices. They stated all charges were removed and while I have received an adjusted bill I still received an overdue bill notice from them.

We have advised the customer via email that any upgrades to his service would be billed within the terms of his original service agreement (contract) plan, which is is still in effect through 10/28/17.As we are still honoring the agreed upon rate and service level he subscribed to when ordering...

service, there is no cause to terminate the service agreement. The customer would be subject to an Early Termination Fee if services are discontinued before the end of the service agreement.

Our local field service supervisor has reached out to the customer to ensure that this issue is resolved.

Complaint: [redacted]
I am rejecting this response because:for the business to say the tech made a mistake is understatement. The line for the service WOW had previously provided was hanging outside of the box on the house. Their tech trespassed onto our property - opened the service box & disconnected a line of service provided by a different company. There was no mistake by the tech - it was a deliberate action. Their techs action caused us to miss work to make arrangements with our current provider to find out why we suddenly had no service. We had to change our schedule to get the problem fixed. We were left without phone, cable or internet for almost a week because their tech trespassed onto our property. The service from WOW was cancelled 20 months ago. WOW had no right to be on our property without providing some type of notice before & after their visit.What is to stop a WOW tech to decide to come disconnect our service in the future??How is WOW going to make up for the work time lost to fix their tech's mistake?  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: WOW is unwilling to admit that their representative did NOT advise me of the total monthly amount. At the original encounter in  March 2016 I did emphasize that I was on a fixed income and to adhere to a budget plan was adamant that I needed a consistent monthly amount.  I specifically asked if the quoted amount of $117.00 would be the amount going forward and was assured that it was.  WOW is also unwilling to release me from this fraudulent contract without early termination penalties. WOW representative "[redacted]" is being untruthful.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:WOW! Never contacted me in re guards to missed payments until after the fees were applied and after I contacted them. Had I know there was a billing error the first time it would have been corrected. Wow! Failed to notify the customer of a missed payment until 90day past due. 
Sincerely,
[redacted]