WOW! Internet - Cable - Phone

Complaint: [redacted] I am rejecting this response because: the complaint was made to remove the remark WOW cable has on my credit reportI paid in full the balance to avoid additional problems with my credit reportHowever, the remark WOW cable made on my credit report was falseMy request is that they remove itI received a call from someone representing them and called them back twiceI have yet to speak with someone Sincerely, [redacted]

we apologize for any trouble the customer might be experiencing with his serviceWe are continually working to manage our network to keep outages and service problems to a minimum.We have received complaints from our customer who is claiming that he is having problems with his Internet services Over the past month, he has refused all offers to schedule a tech visit and is just demanding a credit for one month of service for his problems.He claims that he does not want a tech out because they previously never showed upI reviewed his account and show that in June 2016, he had a tech visit scheduled which the customer canceled after the tech was running late due to the tech's previous appointment running longThe customer also demanded a credit for one month of serviceInstead, he was given one-time credits totaling $during that time period.Based on this customer’s history and refusal to allow us to evaluate and resolve the problem, we will not be issuing any credits to the account until his claims can be verified and after he allows a tech to come out to the home to diagnose and repair his service

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 understand that the charges made to my account (as shown on the enclosed document) which were charged on 07/29/have been removed Sincerely, [redacted]

Complainant has been advised that this type of unauthorized charge would need to be disputed through is bank, as we cannot initiate that dispute from our end

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

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedThe early termination fee has been reversed and should not have been charged to begin withYou will be receiving a final corrected bill once he account is disconnected

The customer was not advised during the phone conversation that it would be removedThe customer was advised that it would be reported as paidWe consider this matter to be closed as we have already extended the courtesy of waiving the balance owed on the account

Contacted the customer and discussed his billing concernsHe wants new customer pricing since his expired in January told him we were not able to do this for himOffered him a discount for the package he has now trying to be of some help with the increased cost customer refused the offer

We're sorry if you were dissatisfied with your serviceWe are showing this account to have been closed due to non-payment

After reviewing the [redacted] ***’s account we found that she did request the disconnect within her day grace periodWe have already gone ahead and cleared the $write off balance from the account to have it reflect at $We have made attempts to speak with the customer, but our calls have not been returnedWe are closing this complaint since all issues have been addressed and resolvedIf the customer would like to discuss this further we have provided her our contact information in the most recent voicemail left on 5/27/

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

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 meAll we wanted was to have our concerns and issues heard and taken care ofNow that everything is taken care we are content Sincerely, [redacted]

This issue was forwarded to our local management team to resolve this issue for the customerAs of 9/19, the customer reported that the issues have been resolved

I have contacted the customer and made them and offer to lower there price to something both parties can agree onCustomer is ok with this deal and knows the discounts will be applied for a month time frame

Complaint: [redacted] I am rejecting this response because: password works for email....when voice mail is selected, voice mails flash on screen then screen goes to "loading"A wow tech needs to call me....I have called them several times with no resolution....months ago their representative observed this while on line with me....promised a call from tech to confirm fix after it was made...still no follow up Sincerely, [redacted] ***

We called the customer on the 7th from our Executive Response TeamHe was not having issues that day and was not interested in having a technician come outWe reached out to the local team so they could keep an eye on the customer issue and address any concerns if they were neededSo we have resolved the issue to the best of our ability till it happen againWe have given the customer an different means of resolution then what they have had in the past in hopes we can find the source of the issue and resolve it

We have spoken with the consumer have already gone ahead and applied a discount to her account to have her monthly rate reflect the $per month for monthsConsumer accepted our offer and issue has been resolved

We did offer to come out and reconnect services although it would be a to days out and your rejected that offerWe did make a mistake and apologized for it and attempt to fix the issueYou only made call from the number on file with your account which was on the 25th to try and resolve this issueWe compensated your for the inconvenience and you accepted the offer for the credit

Initial Business Response / [redacted] (1000, 5, 2015/06/02) */ A refund check was mailed out on June 1st, 1st, for $Taxes are not covered under the Money-Back GuaranteeYou should received this check within 7-business daysIf you have any further question please contact customer care at 866-496- 60-day Money-Back Guarantee Money-back guarantee available to first-time subscribers for refund of first and second regular monthly payments made by customer for WOW! services (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, long distance and other usage based charges)To be eligible for a money-back guarantee refund, customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within days of service activationRefund will not apply if service is reestablished by customer within days of disconnectionWOW!'s money-back guarantee policies are subject to change

As part of our Minimum Term Plan Terms & Conditions [redacted] , the ETF is something that the customer did agree to should service be canceled before the term expires.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