WOW! Internet - Cable - Phone

One of the technician visits that was logged in the system was marked as a "no access" which typically means that a technician came to the home but there was no answer at the door. We have tried to contact this customer several times to gather furthur information in regards to these appointments and...

to discuss the credit that he is requesting but have not been successful with the contact attempts. We have left voicemails with our contact information but have not heard from the customer. We are willing to discuss the complaint but will need to make contact first. We are closing the case now due to not having any contact yet to furthur resolve issues.

We called and spoke with the customer. We have provided him with an adjusted balance and provided an explanation of his bill cycle and due date, as well as how late fees and reactivations fees are assessed so he can keep his bill current.

This issue was addressed over the phone with the customer on 02/03/2016. She was notified that there was a credit on her account that caused the bill to be 154 on the previous month not the 158 that it is currently. The 158 price is the correct pricing as she was told before.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. The early termination fee has been reversed and should not have been charged to begin with. You will be receiving a final corrected bill once he account is disconnected.

Initial Business Response /* (1000, 5, 2015/07/31) */
We spoke with customer and applied an additional credit for the customers problems. The indicated they accepted resolution for this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
From: [redacted] (mailto:[redacted]@gmail.com)...


Sent: Tuesday, August 04, 2015 10:58 AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Importance: Low
thank you so much, this issue, has been resolved, thank you Revdex.com, for your help,

Complaint: [redacted] I am rejecting this response because:The referenced FCC investigation has failed to result in either successful deployment of services or a full refund of $158.50 for failure to deliver services. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because:According to WOW's own terms and conditions " We also may rearrange, delete, add to or otherwise change the Service provided on our Basic Service or other levels of Service. If the change affects you, we will provide you advance notice of the change and its effective date. The notice may be provided on your monthly bill, as a bill insert, in a newspaper, by video transmission on the cable system itself, by email or by other reasonable method of communication consistent with applicable law." Such notice was not provided.Advertising service at one price and then changing it in this manner after the fact are potentially in violation of Ohio consumer protection laws (including but not limited to the Consumer Sales Practices Act (starting at R.C. 1345.01) and Substantive Rules (starting at O.A.C. 109:4-3-01), for which the Ohio Attorney General has enforcement authority over.I have provided documentation from WOW that they were offering me a service at one price for 24 months, and then changed it without notice midway through that term. WOW has provided nothing. I am a reasonable person, but WOW is simply wrong on this matter. I tried to work directly with them. Now I'm trying to work through the Revdex.com with them. I do not wish to to escalate things beyond that, but I am not deterred from doing so, as this wrong needs to be righted one way or another.
Sincerely,
[redacted]

The adapter that has been lost by the customer will not be removed from the account and is billable at $120.00.Per our Terms & Conditions of service [redacted]Failure to return the WOW! Equipment to us undamaged within ten (10) days after disconnection of Service will result in a charge to your account for the repair cost or replacement value (as determined by WOW! in its sole discretion) of the WOW! Equipment.In all events, Customer agrees to immediately pay such charges whether the WOW! Equipment is lost (through theft or otherwise), damaged or destroyed.

We have spoke to the customer and informed her that we applied a $50.00 credit for service issues past the $15.00 that was already on the account. We have also offered to send a technician out at no charge to resolve any issues if the customer decides to return to WOW!. At this point the balance is due in full before we would be able to restore service.

We have agreed to refund the customer the current month that is due via check.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I'm rejecting because the entire time I had services with wow it was a mess.I complained all of the time no one ever helped honestly my wifi went out almost every other day I was lied to about the channels I was suppose to have.the name its self explains the company you will be like wow.I feel like the times I had the services I gave my hard earning away for garbage. and yes the company did contact me and I replied I contacted the Revdex.com so who ever said they couldn't contact me told another lie thanks have a blessed day.

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: As previously stated the consumer equipment has no difference preventing its use. Wide Open West is simply shoring up their profit margins at the detriment to the consumer. 
Sincerely,
[redacted]

We have contacted the customer and explained that there is a $0.00 balance on the account. We have also have agreed to send out a letter letting her know there is a $0.00 balance as she requested. There was no talk of a refund as there wasn't one needed.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  Unfortunately we have been unable to reach you to discuss this matter. We have reviewed you account and been unable to locate the calls into our call center on...

5/11/2016.  I do see a credit of $41.58 has been applied to your account for service issues. If you are still having problems with your service, please call the WOW Executive Response Team at [redacted].

Initial Business Response /* (1000, 6, 2015/11/16) */
The Broadcast TV surcharge is not a charge to provide you local channels.
The Broadcast TV Fee is a monthly fee applied to all Basic Cable and higher accounts.
The Broadcast TV Fee is not an FCC or government mandated fee. The surcharge...

helps
to offset some of the continued increase in programming fees that WOW! must pay to
broadcasters and therefore varies by market.
Initial Consumer Rebuttal /* (3000, 8, 2015/11/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They are charging a fee for something their website specifically says there is no charge.
You can't advertise something as coming at no cost and then charge a fee. A clothing store that says "buy a suit and get a tie at no charge" can't then go back and charge you a fee to offset the cost of the tie.
If WOW wants to charge a fee for broadcast channels they cannot advertise it as coming at no additional charge. To do so is not misleading it is to flat out tell a lie.
Final Business Response /* (4000, 25, 2015/12/11) */
We will not be providing credit for the broadcast TV fee. We have explained this several times to the customer. The Broadcast TV surcharge is not a charge to provide you local channels. The Broadcast TV Fee is a monthly fee applied to all Basic Cable and higher accounts. The surcharge helps to offset some of the continued increase in programming fees that WOW! must pay to
broadcasters.
Final Consumer Response /* (4200, 27, 2015/12/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not offered any resolution. They are blatantly lying about the their pricing.
Their $75 plan really costs 84.50. The "fee" they are talking about is not a real fee. It is simply a change in their base price. Of course they have costs associated with providing their products. Every business does. That's how operating a business works.
If they want to raise their price in response to changing costs they need to update their advertised price accordingly. Otherwise their advertised price is a lie.

We do not send signals to customer's who choose to use their own modem. We encourage customers to use their equipment when it is possible and provide options to help them do so. We have reached out to this customer in regards to this issue but have been unsuccessful in reaching them. If the...

customer is having service issues we would be happy to help troubleshoot if needed.

This issue has been reported to the credit bureau as Paid In Full as of 12/11/16 and has been closed.

We have contacted our customer and confirmed with our billing team that the refund check is processing today and will be mailed out by tomorrow.

We have removed the three disputed adapters from the account.