WOW! Internet - Cable - 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]

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.
This is conditional upon my next WOW bill including the full $8.59 credit due my account.
Sincerely,
[redacted]

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. We had a technician check the line outside and contact you letting you know that the line outside is an AT&T line. Please let us know if there is anything else that we can do to...

assist you.

Initial Business Response /* (1000, 9, 2015/10/21) */
We do not have an account under the name or address provided. We have tried calling the customer several times at the number provided and have not been able to make contact. If they can provide their service address or account number, we are...

happy to investigate further.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the address that they serviced was XXXXX [redacted] The phone number they probably had on file was XXX-XXX-XXXX, which we no longer have. They can leave a message for me at XXX-XXX-XXXX.
Final Business Response /* (4000, 13, 2015/10/23) */
Applied credit to account to leave a '0' balance, spoke with [redacted] and explained.
Final Consumer Response /* (2000, 15, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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 I did not agree to a contract and WOW cannot provide proof of any such contract (we have asked numerous times for the contract and just get the run around). As such, I demand to utilize seasonal agreement for while I am not living in Michigan, WITHOUT increasing my monthly cost.  I am 81 years old and feel that WOW is trying to take advantage of me because I am elderly.
Sincerely,
[redacted]

[redacted], So when you signed up for service you were told this price was good for 12 months. You even mentioned this in your complaint. As of April your 12 months were up so the discount was not as much as when it was first put on. You will not be getting a month free for the hassle as this was all...

told to you when you started. We are still offering you a discount for the services and will continue to do this for the remaining 12 months of this discount. If you have any other questions past this please feel free to reach out to our customer service center for further questions.

So we have sent a technician out to clean up the lines and the cable box in the back of the house. This customer does not have active service with WOW! so we are unable to see if the phone line comes in clear or not. For the customer complaints about not having phone service never occured according...

to our records she just removed the phone as of 11/15/2016. We will not be applying a credit as requested for phone service issues. We have done everything we are able to for this issue. If you have any further issues please let us know.

The door to door special offer for reimbursement of a competitor ETF is fulfilled with monthly installment credits.  In this case, this will be over 5 months.  The first installment was added 10/2. The following four months will also have a credit to the bill.

The customer has indicated that [redacted] waived the amount that was initially being requested. We are working towards taking care of the installation fee. There should be no further action as we have complied with the request to credit the installation fee.

We have responded to the customer via email to discuss a resolution.

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. All we wanted was to have our concerns and issues heard and taken care of. Now that everything is taken care we are content. 
Sincerely,
[redacted]

It appears the customer was able to come to an agreeable rate after a discussion with our loyalty department. An offer for a lower bill was made on 08/15/2016 and she is still a WOW! customer and has not called us back to let us know there are any issues.

We have not billed the customer beyond the date of disconnection.

We have the regional advocate addressing the issue and will be assisting this individual with any needed repairs to their lawn equipment.

I called and spoke to the customer about the issue and calls they made. 12/20 they called in and had an issue there was an outage in the area. 01/03 they reset the modem and we gave them a one time credit for 20$ for internet issues. 06/12 the modem was reset and issue was resolved. on 07/08/2016 they called I and issue was fixed by the time they reached us. And the call in August we sent out a technician and resolved the issue. I have applied a customer satisfaction credit for the frustration of $29.67. It appears we have fixed the issues when they called or sent someone out when we couldn't fix it over the phone. We have tried to accommodate the customer and offer a fair option but they are still unwilling to close this issue.

Our local team has reached out to this customer and resolved all issues to the best of our ability. We have given credits for the service issue and given a direct point of contact going forward for issues.

Complaint: [redacted]
I am rejecting this response because:  Company lied to us regarding future fees/increases - specifically, Calvin B[redacted] told my wife and I that our bill would never change.  Unacceptable business practice.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am rejecting this as the associate, at the time, I requested cancellation, did not inform me this for both equipment and service charges.  I was with WOW for over 7-years, I would have paid a small balance to avoid affecting my credit.  This was all caused by their lack of communication.In addition, I have never seen such an informal and less descriptive Revdex.com response, as it's only stating a few points.  They have not addressed my main concern regarding the lack or ms-communication and how they will rectify my credit.  Feel free to pull my credit history and see if there are any other negative entries.  I've worked my entire life to build and preserve a solid credit rating.  Now this small amount is impacting me greatly.
Sincerely,
[redacted]

The consumer had an open disconnect work order with his previous provider. We were unable to port the phone number due to the fact the work order was open. The disconnect work order completed on November 17th, 2017 with the consumer’s previous provider. The consumer can retain phone services with the previous provider to activate the phone number so we can restart the phone port process. Though, this was not fault of us we have offered to waive the installation charge of $50.