WOW! Internet - Cable - Phone

We were able to discuss this matter with the customer via email and reach a mutually beneficial resolution

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/at 10:AM when he 'implied' that there could have been 'insufficient funds' he was NOT able to provide proof of such claimAs 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 that WOW may or may not communicate such errors - In fact, MrC [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'tAs 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 and which couldn't be tracked as there was no date stamp on the envelopeTo 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 thisThis we knew because it wasn't trueThen there's the case of the break contract fee: first it was $150, then in our last conversation with MrC [redacted] he told us it was $Moreover, he also implied a 'year break contract', and when I reminded him it was only 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 faultAs 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] ***

The consumer agreed to a year service agreementThe account was closed prior to the agreement per the terms of serviceThe issues with the consumer's services were addressed by our engineering team and equipment was replacedThe early termination fee will not be waived

Complaint: [redacted] I am rejecting this response because:As noted in Wow response they took/ STOLE MONEY from my accountThat means they go in customers accounts and take what they want even when a bill is not dueTheir response is saying that they stole money that was not theres to take to pay for a future bill and then they are trying to say that they had a right to do this because I was late well I was not late for the future bill and therefore, they need to do moreThey stole from my bank account and lied when I called them on this and said I made an automatic payment and I know I did notif I went into wow account and took money I would have to go to jail for theftThere has to be someone higher I can talk to about this because they committed theftI dont care if I am using the service now, the fact is they stole the money to pay for a service date that had not arrived and blamed me for what they didTHEY COMMITTED A CRIME SO NO I DO NOT ACCEPT WHAT THEY DID Sincerely, [redacted] ***

[redacted] After I reviewed your notes I see one call about internet issuesThis was back in June of from that point to when you returned the modem that was the only call for issues with internetI am again stating you will not be receiving a credit for monthsThere is no grounds for us to see this as a legitimate issue as you did not make us aware of it until after you had disconnected servicesAs far as we are concerned this complaint has been closed

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedI have credited the install fee that was chargedAfter reviewing your account it appears you have already paid the install fee with your first month's bill so you will see a credit balance on your next statementPlease let us know if there is anything else that we can do to assist you

We have been unable to reach this customer since we had a technician outIt appears from the report by the technician we have corrected a few things that should have gotten everything fixedPlease let us know if there are any more concerns related to this complaint

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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that their refusal to come to an amicable resolution does not warrant any further correspondence Sincerely, [redacted] ***

We have attempted to work with the customer on a resolutionWe do not have the equipment in our warehouse that they are being charged for so this charge is validIf the customer can provide a copy of the receipt or work order showing it was returned we would be glad to review thatIn regards to the pricing we offered the customer a discount on the service once the past due was paidSince the past due was never paid we didn't apply the discountThe customer didn't downgrade the services just wanted the discount which we wont apply to a past due account

WOW! does not have a write-off in the name of the complainant, and we cannot discuss an account with anyone but the account holder We do not place property liens.If the complainant wishes to file a dispute, she should do so through the collection agency, or perhaps the entity that is presenting the bill she is referring to

Local field management has corrected an area issue that would have been impacting the customer, this was done on 9/ Could not be reached via phone to inform A door tag was then left for contact information if any issue persisted Sent a follow up email inquiring how services were working on 9/which has also not been responded to

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 ServiceIf the change affects you, we will provide you advance notice of the change and its effective dateThe 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.C1345.01) and Substantive Rules (starting at O.A.C109:4-3-01), 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 months, and then changed it without notice midway through that termWOW has provided nothingI am a reasonable person, but WOW is simply wrong on this matterI tried to work directly with themNow I'm trying to work through the Revdex.com with themI 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]

So we have sent a technician out to clean up the lines and the cable box in the back of the houseThis customer does not have active service with WOW! so we are unable to see if the phone line comes in clear or notFor the customer complaints about not having phone service never occured according to our records she just removed the phone as of 11/15/We will not be applying a credit as requested for phone service issuesWe have done everything we are able to for this issueIf you have any further issues please let us know

The customer had contact information left at his door to utilize if any further issues were present after area work He was also informed that this is what the information was for, with no reply to the accompanying inquiry asking how services were after the area work This is being sent back to our field management to investigate again We would encourage that contact information left in the event of ongoing issues be utilized in the future

We have removed the three disputed adapters from the account

We have gone out to the customers home and run some new cable and replaced the previous modem to help fix his phone issueI have also applied a $one time credit to the account for the phone issues the customer has experiencedWe have been unable to confirm that his service are working yet because they have not contacted us back as of yet

We have reached out to the customer about other options for getting service to there locationIt appears we have found one that will work because we are sending out someone to speak about service packages

Complaint: [redacted] I am rejecting this response because:The tech did not access an easement - he came onto our property & tampered with a line from another carrier attached to our house, inside a closed boxThis was no tree lawn access - it was full on trespassNo notice - no information left advising they had been on our property and this happened months after we had discontinued service with WOWWhat guarantees do we have this will not happen again??? Sincerely, [redacted]