WOW! Internet - Cable - Phone

Our account research (billing) team has reviewed this matter and issued a refund of the payment to the customer's cardShe should see it posted in just a few days

The removal of those features have been processed as per the customer's requestShe will see this reflected on her next statement

Initial Business Response / [redacted] (1000, 8, 2015/07/24) */ Spoke with customer about issueEducated that we sent his number rover to the requested company on the date he requested so it has not been applied to another customerI have submitted a ticket to resolve the incorrect ID on the phone through the WOW! systemThis should be resolved soonCustomer was satisfied with resolution

We have attempted to reach this customer to update them on this issue but have been unsuccessful in our attemptsWe have researched this issue and found that it was a mistake on our end and are in the process of removing this collections attempt from ***

Every statement ever issued on the account details that any discount given on services has an end point A given statement would also have the charge for a view magazine, so the customer did in fact have notification, both of any discount ending as well as the services on his account We have credited all charges for the view magazine subscription, there are no taxes or fees associated with this subscription The customer was offered $and repackaging to a lower price in exchange for keeping service with us He was not promised a credit otherwise, but rather specifically if he stayed he would receive the credit As the customer disconnected, he did not meet the conditions for the credit as offered, therefore no credit is due $as a final bill is the amount for charges for services used that have not yet received a payment No further consideration to this matter will be given

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing I reviewed the call you placed to sign up for service and there was an error on WOW's end with your pricingWe have applied a discount to correct your monthly rate to the rate you were told and backdated it to the date of installYour new current balance is $and will continue to be about $per month after taxes for the duration of your month contract

WOW! does not make any guarantee of providing firmware updates to customer-owned modemsWe do not have any updates available to this equipment at this time

The consumer was informed from 09/14/that the equipment purchased from the third party source was a registered modem from usThe customer will need to dispute the purchase charge of the equipment from the seller if this is still an optionThe consumer will need to return the modem as this was our property prior to the purchaseThe consumer will not be credited for any reason as it is not justifiedThe consumer can return the equipment and have the equipment charge removed from the balance on the account

Initial Business Response / [redacted] (1000, 10, 2015/05/28) */ The balance remaining on this account are valid for services rendered + feesIf you have any further questions in regards to these charges please contact customer care at XXX-XXX-XXXX Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because the [redacted] is not accurateI was charged numerous reconnect fees and installation fees that should not have been chargedI disconnected services in September and was charged through DecemberOne of the agents said she would credit account $for an installation fee that should have not been chargedWOW is a ripoffI had [redacted] for years and never had a problemI would like this collection to be removed from my credit report asapI am very disgusted with this companyNo one should have to go through the hassle of trying to get something ff their credit reportIf I owed I would have paid itThere were no books sent outIf I would have seen this in advance I would have contacted company and it would have never gotten to a collection agency Final Business Response / [redacted] (4000, 14, 2015/06/02) */ As I stated before these charges are valid for services rendered as well as the fees including late charges, reactivation fee's and returned check fee'sIf you have any further question please feel free to contact customer care at 877-566-

Complaint: [redacted] I am rejecting this response because: I have not been able to reach anyoneThey contacted the same phone number twice I returned the call and left a message Sincerely, [redacted] ***

After review of the customers bill, it shows we gave them credit to the day they returned the equipment to us so there remaining bill is only charges for time that they used WOW! servicesThere were no charges everything is accurate and correct

The consumer does not have an balance where the consumer is owed a refundThe August 11th, statement reflected a balance of $The consumer processed this payment by phone for the specified amount for services renderedWOW! considers this case closed

We have made no changes to the customer speed and he should be able to access the speed he is paying forIf he is having slow speed issues he would need to contact us for supportIt has been posted on the bill since the discount was applied that it was only a month discountWe have contacted the customer explained this issueWe have not participated in any poor business practices as the customer has been trying to indicateThe customer was aware when hey signed up that this was for months so this was something that was addressed in the beginningWe have addressed all of the concerns involved in this issue and even contacted the customer to give him a lower price than what it went up to after his discount expired

***, I apologize this was not handled earlierWe have cleared the remaining balance on this account and you now have a $balance with usYou should no longer be receiving a bill

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] Wow never said $a month and as I stated previously I was told plus for the upgrade of speedWOW is not being honest or holding to what their CSR's stateI spoke with [redacted] their CSRNo one at any point in time ever said dollarsWow did not attempt to contact me, this is also not trueMy complaint standsAwful untruthful business

We have reached out to this customer to clear up his billing concerns and are making arrangements with our local management team to have his Internet problems resolved

We have reached out to this customer to reach a mutually beneficial agreement and resolve this issue

Final Consumer Response / [redacted] (2000, 6, 2015/04/14) */ I called and spoke to customer service representative, LucasHe was not willing to assist me, so I requested a supervisorHe was reluctant to allow me to escalate but I insisted Spoke to call center supervisor, ***I explained the situation to her and she agreed to resolve the matterAfter placing me on hold for a few minutes, she came back and assured me that the $reconnect fee would be waived, as would the $late feeI confirmed that the only amount due is the monthly service charge and she agreedI asked her to confirm that the service would not be interruptedShe confirmed that service will not be interrupted This matter is now closed satisfactorilyThanks!

The call included the specific subject of whether moving would incur an early termination fee The representative did specifically say moving did incur an early termination fee if services could not be transferred The early termination fee does apply in this case

We received a complaint from this customer regarding an ongoing issue with her cable serviceWe have made attempts to have made attempts to contact the customer, but the call is forwarded to voicemail and the inbox is full so we're not able to leave a messageThe technicians have made adjustments to our line outside, but they would need to check the service from inside the homeWe have provided the customer with our direct phone number and email if she should have any questions or would need us to schedule another technician to help resolve her cable issue