WOW! Internet - Cable - Phone

Initial Business Response / [redacted] (1000, 5, 2015/04/30) */ We issued two adjustments to your account for a total credit of $A $credit was issued on February 28th and a $credit was issued on March 17thYour bill comes out on the 19th of each monthThese credits did show on your March 19th statementNo more credit will be given for this situationif you have any further questions please contact customer care at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 8, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is correct they did issue two $credits for other issues back in January and February not related to this issue However, on 3/23/I spoke to a female CSR and she advise she would issue an additional two $credits That would appear on my 4/19/bill in which it did not Please place the $credit on my account to reflect the balance in which I do not oweSince I paid my billYou will owe me a refund of $widays or legal action to attempt to collect will take place Final Business Response / [redacted] (4000, 10, 2015/05/07) */ On March 23rd no additional two $credit had been offeredThis also changes the story that you originally had stated that you spoke with someone at the corporate office via [redacted] The corporate office does not handle [redacted] We will issue no further credits to the accountIf you have any further questions please contact customer care at 866-496- Final Consumer Response / [redacted] (4200, 12, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to several individuals at your officeI DO NOT know who handles your [redacted] affairs nor do I careAll I know is I spoke to someone at your office and they advised of these credits to be issuedDon't ever call me a liar or changing my story because I did not do soI gave more information compared to the until complaintRefund my money or U will also dispute with my credit card company of the chargesAct like a business and not a ***Get with the times buddyWOW! Is so far back in times your service you provide does not meet what I paid for eitherI sure hate to get the local media involved and my attorney

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 am doing this based on the response that they have taken the balance to $in their message posting Thank you so much for your help Sincerely, [redacted]

Thank you for replyingMy name is ***.As initially requested in the original Revdex.com complaint, your entire month of service has been creditedWe would not be able to credit an additional month of service for this issue, I do apologize that you had such a poor experience and that feedback has been sent back to the our management team in your areaPlease let us know if there is anything else that we can do to assist you

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

I called and spoke to the customer about the issue and calls they made12/they called in and had an issue there was an outage in the area01/they reset the modem and we gave them a one time credit for 20$ for internet issues06/the modem was reset and issue was resolvedon 07/08/they called I and issue was fixed by the time they reached usAnd the call in August we sent out a technician and resolved the issueI have applied a customer satisfaction credit for the frustration of $It appears we have fixed the issues when they called or sent someone out when we couldn't fix it over the phoneWe have tried to accommodate the customer and offer a fair option but they are still unwilling to close this issue

You did pay WOW! and clear the bill however you final payment didnt happen until after the bill was sent to collections

Final Consumer Response / [redacted] (2000, 6, 2015/06/18) */ Please be advised that my problem with [redacted] was finally resolved today, Wednesday 17, by WOW! Internet-Cable-Phone I would like to cancel my complaint to this company Thanking you in advance, [redacted] ***

[redacted] was spoken to about the ongoing efforts that we will continue to make to correct his issue

Initial Business Response / [redacted] (1000, 11, 2015/10/23) */ This customer has disconnected their WOW AccountThey can direct any questions to XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no resolution offeredJust a short notice of a phone number for the customer to callThat is an unacceptable response under any circumstances, but most especially since the reps frequently hang up on the customer callers! Final Business Response / [redacted] (4000, 15, 2015/10/31) */ We certainly apologize, the number provided goes to WOW's Executive Response Team, not to customer careWe represent the corporate office and can help when neededWe have tried calling and been unable to reach the customer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution of complete compensation of billings at $each is satisfactory to me Sincerely, [redacted] ***

Complaint: [redacted] Really, common Sense tell you and the Revdex.com my first call was not the day I disconnectedPlease don't insult me my intelligence by saying you read the notes and only see where I called once in JuneJune was the initial call and after not being able to resolve the issue over the phone, techs came out, still not resolutionThe 3rd and final tech came and said he knows what the problem is but I had to pay $to purchase insurance to fixIt 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 customersI want a refund and the complaint is not closedI 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 are sorry that we are not available at this customer's new home, but moving out of our serviceable area does not constitute a situation in which the Early Termination Fee (ETF) would be waived, unless the customer is a member of the [redacted] and has received military orders to relocate outside of the local WOW! service area.As part of our Minimum Term Plan Terms & Conditions, the ETF is something that the customer did agree to when he signed up for this service plan should he cancel the service after the 30-day grace period

While no hard copy was left completing my account closure, having the voicemail transcript as well as the Revdex.com transcript, I am confident that this resolves my caseRevdex.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] ***

We do not send signals to customer's who choose to use their own modemWe encourage customers to use their equipment when it is possible and provide options to help them do soWe have reached out to this customer in regards to this issue but have been unsuccessful in reaching themIf the customer is having service issues we would be happy to help troubleshoot if needed

Complaint: [redacted] I am rejecting this response because:I have talked to wow cable internet phone people and they shut off my services even tho I paid for this whole month so I want them to pay me for the days I have left they are saying I called in and ordered movies and I know I didn't call them I had my demand blocked and they unblocked it so I want my services back on until my bill is due againperson tells me thing and another person tells me something else I don't understand how they can take my money for service then shut me down before the month is up.I want my money back for the rest of this month because I paid my bill of this month and they shut me off today how can they do that.I still have days left Sincerely, [redacted] ***

Spoke with this customer and let them know what options they can take advantage of within the day time frame

Customer was assisted with a password recreation on the account they were unable to log into

Initial Business Response / [redacted] (1000, 5, 2015/08/07) */ We spoke with [redacted] and scheduled a technician to pick up the equipment at no costWe also applied a $credit to his final bill for the problemsHe was happy with this resolution

We called and spoke with the customerWe 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

We charged you the re connection fee because we did not receive the payment from the 3rd party payment sourceTo my understanding this is how 3rd party payments work is it takes them a few days to get the information sent out to the vendors they are payingWe have since given you options to avoid this in the futureTo the best of my knowledge this issue has been resolved