New Wave Communications LLC

Customer has active service with us and will not need a refund

NewWave Communications would like to sincerely apologize for the issues Mr*** experienced with our company. A refund request was submitted for Mr*** on 6/2/16. Per our accounting department, Mr*** will receive his refund in the amount of $no later than 6/24/16. We
have removed the auto draft from the customers accountThere will be no more payments taken from Mr***'s account. NewWave Communications strives to make sure that every customer receives 100% satisfaction. We will review our policies and procedures with the employees to ensure they follow policy to prevent this in the future

Complaint: ***
I am rejecting this response because: On two separate occasions, (once from the service tech manager and once from a customer service rep) both told me that there is an issue with high congestion in my area with the tech stating that the local node is overloaded and that the company had no plans to fix it at this timeTwo times the isp company has admitted to there being a problem on their end and that they are not looking to fix it I have a problem with this because it is an every day issue and the company knows what the problem is but refuses to fix it in turn creating grief with their customers
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/06/19) */
Contact Name and Title: *** ***
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@newwavecom.com
A refund request was submitted in the amount of $on 4/30/On 5/20/15, the refund check was returned to NewWave Communications
due to an incorrect addressOn 6/9/15, Ms*** went into the Poplar Bluff, MO local office inquiring about her refund checkThe agent at the local office confirmed the correct address to mail the check toThe refund check is currently in the process of being refunded to Ms***This may take up to an additional weeks for Ms*** to receive her refund in the amount of $

(The consumer indicated he/she DID NOT accept the response from the business.)
They are fully aware of our previous address as that is where we had
serviceThey also know this address because this is where I asked for "return boxes" be sent so we could send our equipment backThis has become a joke! *** ** *** *** *** ** *** is address where service wasDo they also need me to help them tie their shoes?
They are dragging their feet and are sending us to collections on 1/19/and this is a ploy to hurt our credit because they are too incompetent to send us the boxes so we could return the equipmentWith no exaggeration, I asked for them at least times! This needs to be resolved this week...thank you

I have reviewed the billing and payments on the account and there was never a double payment takenThere was a payment in March that was for both February and MarchThe February payment was lateThe account is current at this time

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Not a big surprise but the phone and internet was out againThe cable guy came by said everything was fine and leftApparently it was not fine, I had to fix it "AGAIN" by resetting your routerIs this ever going to stop? I am so tired of this, what can a person do to get this resolved?

NewWave Communications would like to apologize for the inconvenience Ms*** experienced with our automated system on October 11th. We are uncertain as to why Ms*** was unable to make a payment through the automated system. We can only suggest that her phone number was not on
the correct page in our billing system for the automated payment system to recognize her phone number. On October 12th, Ms*** spoke with several customer service representatives over the phone and were able to place her correct phone number into our billing system so that our automated billing can recognize her number. Ms*** also made a payment over the automated phone system in the amount of $180.00. We have verified that the phone number *** is now the primary phone number of Ms***'s account. Should Ms*** have any additional issues while attempting to make a payment over the automated billing system, we would like to encourage her to call our customer service department at 1-888-863-9928. We will ensure that our records reflect all of the changes made on the account. Once again, we cannot express how much we value Ms*** as an internet customer and a new cable customer

NewWave Communications would like to sincerely apologize for the inconvenience this has caused Mr***. In response to Mr***'s complaint, we have attached all of his billing statements and payments since he became a customer of ours in June of 2014. NewWave Communications bills
all of our customers a month in advance. If Mr***'s has any other proof of payments that are not listed, please have him contact our office and we will be glad to review. Otherwise, we do not owe Mr***s any additional money

Contact Name and Title: *** *** CSM
Contact Phone: ***
Contact Email: ***@newwavecom.com
Contacted Mr *** and set up trouble call ticket to investigate the complaintOur end looked good but per the customer request we changed out his modem for a different oneThis satisfied the
customer and customer was told to call back in if still having issueCustomer has not called back in as of this time

Initial Business Response /* (1000, 15, 2015/09/15) */
NewWave Communications would like to sincerely apologize for the inconvenience Mr*** has experienced with his serviceThe technicians in Mr***'s area inspected his home and the outside lines in August and found that there was an
issue with some of the cable lines running to his homeThe technical operations manager of Mr***'s area has confirmed that all should be working properly now*** *** Customer Service Manager, has attempted to call Mr*** to make sure all services are working properly nowWe would like a confirmation from Mr*** for thisHowever, if Mr*** is still experiencing any kind of trouble at all, we would be glad to send a technician to his homeWe value Mr*** as a customer and want to make sure that he is 100% satisfied at all times with his service

We have reviewed the account and agreed to credit off the balance on the accountThis credit has been applied and customer was contacted via a message on their voice mail

Refund was made 8/18/We are not sure if Mr*** have received it

NewWave Communications would like to sincerely apologize for all of the service issues Mr. and Mrs. [redacted] have experienced with our company.  During the month of August, we experienced service related problems in the Vandalia area.  This was due to fiber lines that were cut by another...

company, which ultimately caused all of our customers cable, internet and phone to be interrupted.  The technical operations manager of the Vandalia area sent a technician to the home of Mr. [redacted] on Tuesday, September 13th to check the lines and to make sure that all services are working properly.  [redacted], the customer service manager, followed up with Mr. [redacted] to ensure that all services were working fine now.  On 8/31/16, we were able to provide Mr. [redacted] a credit on his bill in the amount of $25 for the service issues.  NewWave Communications always strives to make sure our customers are 100% satisfied with their services that we provide.  We are truly sorry for the inconvenience of the missed services and the time it took away from the customer to contact us regarding this issue.  We hope Mr. [redacted] does not experience this again.

I verified that during the stated time we had been doing maintenance in Mr [redacted]'s service area and also saw that he never received any credit for any maintenance that we were doing. I removed the write off balance of $45.45 on his account to resolve the issue and bring his account to a zero...

balance with us. Thanks

Please see the attachment.  The account is not showing a refund was given to this customer. The account is showing paid with a 0 balance. Without any bank information from this customer showing that an extra payment was taken and a refund was given I can only conclude that the account is correct.

Complaint: [redacted]
I am rejecting this response because:  My cable is STILL NOT working properly.  ALL channels are grainy and of very poor quality picture.   I have no idea why you thought that it was fixed.  Also Channel 10 FOX Illinois doesn't have any volume at all, no sound.    
Sincerely,
[redacted]

Final Consumer Response /* (2000, 7, 2016/02/02) */
Thank you so much for your assistance in this matter. I received a call today from the company and all went as I had hoped. [redacted] was very apologetic and handled the matter quickly and professionally. I appreciate your outlet for consumers...

like myself who need a larger voice to be heard.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I got a bill from them for $145.58. I told them I did not have contract with them, but I was told they bought out [redacted] and [redacted] in Poplar Bluff, [redacted]. Their phone number was [redacted]. My last...

contact with [redacted] and [redacted] was on May 29, 2014. I told them at that time that now that I have a good cell phone I do not need basic cable at the farm because I can see the weather and other information on my phone. I had a credit balance on my account for $50.75. I asked them to take me off as their customer. I then receive a bill recently from New Wave Communications for $145.58. I was never a customer of theirs, and am assuming they have sent me a bill from back when I was a customer of [redacted] and [redacted]. I will send a copy of the bill in the mail as proof. [redacted]
Sincerely,
[redacted]