WOW! Internet - Cable - Phone

This issue has already been resolved through our local customer advocate and field management teamsThey have provided her with direct contact information should any further assistance be required

The offer to get a technician out was not offered for the next day it was stated that we would notify the field that
they are in need of assistanceWe would then schedule a time that works best for both partiesWe have continued to monitor the issue to ensure the modem is not going downThere have been no reports of it loosing sync with the networkWe have also started checking the neighborhood for any issues that cause be causing a deeper area wide issueWe have addressed the concerns with this customer and they are aware we are doing what we can to resolve the issue but these things can take time

Initial Business Response /* (1000, 15, 2015/10/02) */
We have credited the time that the customer was unable to use there phone due to technical issues
Initial Consumer Rebuttal /* (2000, 17, 2015/10/07) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have determined the cause of the delay to the refund and are working to correct itWe will follas soon as we have a resolution, so that we can expedite this refund as quickly as possibleWe apologize for the inconvenience

Customer was credited the correct amount for the over payment and a refund check will be sent to them for the corrected total

Complaint: ***
I am rejecting this response because:Your salesman using deceptive way to get people sign up with him and your management is behind itIt is shameful
Sincerely,
*** ***

I spoke with customer and we came to an agreement on pricing for his internet only accountWe also offered a partial credit for the cost of them modem, with this we offered to credit back months of this charge as this is when we show it was returnedWe have applied these credits and discounts to
the account

Complaint: ***
I am rejecting this response because:I scheduled a tech in that ultimately was cancelled due to the tech not showing at their scheduled timeIt is unfair for WOW! to not credit my account when a tech was originally scheduled to resolve the issue and they ultimately could not keep their promise to have a tech check on the problemI will take further actions if needed to make sure WOW! either credits my account appropriately and/or to insure their unfair business practices don't impact future customersI am canceling my services since the Revdex.com and WOW! could not resolve my issues, but this does not mean I expect WOW! to not credit my accountPlease resolve this ASAP. -*** ***
Sincerely,
*** ***

The email address is incidental and does not have to be monitored unless you want to. In order for viewing your bill to work, a login must be created to sign into a secure site in a manner that can locate your own account information. This means a sign in is necessary. We do not send any bills to any email address, as this is actually considerably less secure than sending a bill over email. Therefore, there is not an alternate method to access your bill electronically

We had our field technicians assist with getting this issue resolvedWe verified that all is working for the consumer

We have escalated this to our local sales force and there should no longer be a concern with thisHowever if you do for some odd reason do have an issue please call in and ask to speak with the Executive Response Team and we will dive into this issue for you

Our Business Services Team has spoken with this customer's father and presented a solution to help themHe agreed to the solution of reducing the services to the lowest rate Internet that we offer with a 2-year agreementThe customer refused this offer and is wanting out of the contract.The
month contract that was signed in September is validShe can either take the offer that we provided or pay the Early Termination Fee from the contract that she signed in September If she is worried about the auto renewal on the offer we provided, we can work with her on that, but were not aware it was an issue until now.The customer will need to speak directly with our Business Services Team at *** regarding her decision

Complaint: ***
I am rejecting this response because: When I called WOW Costumer service to tell them that I do not have the DTA,they insisted that their records show that I have the Digital AdapterNow, you say you do not have the records but my bill (your records) that I attached to show you that I did not have the DTAYou are not sure what equipment I had but you still reported me to a collection agency? Something is seriously wrong with that.
Sincerely,
*** ***

Called the customer and took his feedback about service experienceThe customer is not looking to join wow at the moment but we will resolve any issues he has next time he decides to try and come to WOW!

The customers bill is now correct and will not change unless we they have an existing discount that expires, we notify them in writing, or they call to make a change to their services

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 *** *** *** *** and has received military orders to relocate outside of the local WOW! service area.As part of our Minimum
Term Plan Terms & Conditions (http://www.wowway.com/docs/wow/documents-terms-and-conditions/minimum-term-plan...⇄ the ETF is something that the customer did agree to when he signed up for this service plan should he cancel his service after the 30-day grace period

Complaint: ***
I am rejecting this response because:They sent me a *** message on FridayI responded on Sunday that I am available any time this weekI have no emails, no missed calls, no voicemailsThis has been typical behavior from WOW
Sincerely,
*** ***

Initial Business Response /* (1000, 6, 2015/11/08) */
I am showing the charge has been taken care ofWe will be sure to review the experience and handle as needed
Initial Consumer Rebuttal /* (3000, 8, 2015/11/16) */
(The consumer indicated he/she DID NOT accept the response from the
business.)
I paid the fee already before the company's response to avoid further feesNo credit has been added to my accountI am considering looking into a formal fraud complaint depending upon the next responseYour one sentence form response is not satisfactory
Final Business Response /* (4000, 10, 2015/11/18) */
Thank you for bringing this to our attentionI have applied a credit to your account for the reactivation fee plus someThe fee is not a scam and I apologize no one explained the cause of it to youWe will review the call you mentioned and address any issues within it

This issue has been cleared up on the customer's old account and has been withdrawn from the collection agencyWe have spoken with the customer to confirm this and he has our direct contact information if there are any further concerns

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencingReviewing your account it appears that we have a ticket opened from a government agency and we have technicians working directly with you on this problemall further
updates on this issue will be completed through the other ticket. Please let us know if there is anything else that we can do to assist you