WOW! Internet - Cable - Phone

Our local management team has reached out to the customer and this issue has been resolved

Initial Business Response /* (1000, 8, 2015/09/25) */
Customer is not active with WOW! at this timeIf customer would like to return after balance is resolved we would be glad to do whatever we can to make sure her internet is back up and running as it should be

Initial Business Response /* (1000, 5, 2015/06/25) */
I do apologize that you have had this issueHowever we are unable to assist you as the location that you have given is not serviceable by our companyIt does appear by the message you may need to speak with *** Its sounds like you may have
selected the wrong company for this complaintI hope they will be able to resolve your issue

Complaint: ***
I am rejecting this response because: this is not true WOW cable install my table based on two TVs a DVR another box which was not installed I have one TV internet nd a DVR they told me they were going to adjust and my bill has been paid per the online bill every month according to what I owed now they're coming up with this original bill which has been adjusted twice because I did not get the original installationTold me Sincerely,
*** ***

Our Account Research (billing) team has reached out to the customer and provided the requested documentation to resolve this matter

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. We have tried calling you on the number provided and been unable to reach youReviewing your account I see a technician came out and resolved the problem with the
internet serviceWe have applied a $credit to your account for the problems with the servicePlease let us know if there is anything else that we can do to assist you

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,
*** ***

We have also received this complaint from this customer via direct email and are in contact with him regarding this matterWe will continue to address this through that route

We have gone out and buried the cable so the customer no longer has to go out and connect there cable lineWe have also applied some credit to the account for her issueIt appears everything has been resolved and the customer was satisfied from the last message I received from our field services

Complaint: ***
I am rejecting this response because: I don't remember ever seeing the contract. I had them as a provider for years
Sincerely,
*** ***

We have spoken with this customer and provided adjustment to make bill the requested amountWe have also updated future billing to reflect this amount

We
have attempted to contact this customer to explain this further in detail but have been unable to reach this customerWe will not be removing any fees on the account or reducing the monthly billIf the customer wishes to continue service with us at the current speed, their bill will remain at $a monthThe customer was explained their price of services when they contacted us by phone after the upgradeIf they feel as if this pricing will not work for them, they are welcome to downgrade their servicesIf the customer is using their own modem they will need to contact us with the information off of the modem so we can correct thisTell us why here

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***the issue is not resolved yet

The consumer's pricing was subject to change after the year service agreement completedThe consumer started the agreement on 11/08/and completed the agreement on 11/08/The consumer has a rate increased per our terms of service

We have a technician visiting the customers home to resolve the slow speed issue they are havingIf they have any other issues going forward they will hopefully reach out to us so we can get this addressed

Initial Business Response /* (1000, 11, 2015/07/29) */
The refund was processed on 6/15/and sent electronically back to the customers bankIt should have been in the customers account within 1-business days

Initial Business Response /* (1000, 5, 2015/09/08) */
We have been unable to reach the customer to resolve this issueWe will need a valid phone number to reach the customer in order to go any further with this matter
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
My phone number has never ever changedIt remains XXX-XXX-XXXXI gave that number verified and confirmed it more than three times when discussing this matter with Wao to no availIn addition it is the same number that was on my account for more than one year when I did have Wao servicesThe last time I spoke to customer service I confirmed my number and they said they would call me but never did which is why I felt forced to use the Revdex.com complaint processMy telephone number continues to be XXX-XXX-XXXX
Thank you kindly
*** I ***
Final Business Response /* (4000, 14, 2015/09/25) */
I have left a detailed VM with the plan the customer and I have spoken aboutWe have also resolved her issue with going to collections and she has months from the 15th of SeptemberIf she is in need of more time we would be glad to see what we can do for her
Final Consumer Response /* (4200, 16, 2015/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not received any detailed voicemail from WAOI never received the return callI ask that Wao calls me at XXX-XXX-XXXX to speak to me directly about the resolution to my complaintI was initially told that I would not have a set time to be able to pay back the fee; however the response above says I would only have months, which is different than what was discussedI would like to have months to paybackAlso in the reponse above there is no mention that I would be paying back $NOT $and I would like this to be clearly stated in the business' response to my BB claim to avoid further problems with WaoIn summary:
1) Wao Revdex.com response should clearly state the amount to be repaid is ONLY $(not $250) and that I will have months to repay
2) Wao will contact me directly at XXX-XXX-XXXX to discuss this agreement with me
thank you

Complaint: ***
I am rejecting this response because: (1) the business is plainly lying as to have given full refund for the subscription and that there were no fees or taxes charged -- once again blatant lie even to Revdex.comA review of any statement will clear that lie(2) the business again lied that there was "condition" for the $credit -- that was a refund for PREVIOUS overcharges, and was based on $per month (difference between what I had been charged $per month and what they should have charged $per month) for months which equals $overchargedNote, this $per month charge was a negotiated middle ground with the retention rep, and NOT what I accepted initiallyOnce again, this $was a refund for past overcharge but NOT an incentive to stay with WOWWhat was an incentive to stay to me was the lower price ($per month), but there was NO contracts or any conditions attachedOnce again, I clearly and explicitly rejected another offer by the same rep at $a month with a one-year termTherefore, my leave for a much lower price after giving the business a chance to match the price should NOT be the ground to revoke the $credit as they are entirely irrelevantDoing so is clearly retaliatory and unethical(3) I have never got a refund to my credit card or a check in the amount of $150, NOR did I receive any refund for the agreed upon subscription fee; at the same time, I have auto-paid all monthly charges up till cancelling the serviceIn other words, I paid whatever WOW SAID I should pay (~$a month up till termination) and received ZERO dollar back for any over-payment whether it is the acknowledged or disputedYet after termination, the business continue to claim I owe another $100+ billHow can you make it more ridiculous?! (4) The business has terminated my account and I can not (again) access any of the bills to justify any charges. I reject the business's responseI do NOT owe any money to the businessRather, the business owes me the amount specified in my first complaintThat amount was estimated to my best effort as no access to the account was givenNo refunds have been yet received so that same amount stands as of nowI hope Revdex.com can get hold of the recording of the conversation I had with the reps (make sure it's the entire recordings and not edited or selected), which will clear all the liesBut in the case Revdex.com cannot help, I will seek my deserved remedy other ways including court filings.Sincerely,
*** **

Initial Business Response /* (1000, 8, 2015/07/30) */
We have made attempts to contact this customer about their concernsAt this point, the phone number provided in this complaint is ringing as out of service with that provider

Consumer was credited months for the modem charge and months for the monthly magazine