WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 5, 2015/10/21) */
Customer's service issues were resolved by a technician on 10/and we have applied a credit to the customer's accountThey stated they are satisfied with this resolution
Initial Consumer Rebuttal /* (4200, 13, 2015/11/09) */
The issue
has not been resolvedThe company sent out a service person and he improved the problem but the telephone and internet still drops or stops workingThe company was called again and the service people came out and said the problem is on the outside and they could not fix the problem and said other people would fix itThe said the neighborhood had low signal levelsThat is what they said months ago.Still not fixed
Final Business Response /* (4000, 15, 2015/11/20) */
We are working with out field technician to determine the cause of the customers problems and will likely have a resolution by 11/

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 reviewed the circumstances of this account and issued a credit of $to reverse the Early Termination Fee that was billedWe apologize for the poor experience and trust that this solution will bring this matter to a closePlease let us know if there is anything else that we can do to
assist you

WOW! does service the areas of *** ***, and surrounding areas, as the consumer describesThe services that a consumer can obtain are specific to the regionWOW! does offer a variety of services so we encourage any potential customer to fill out the address form on our website so that
we can provide the best options determined by consumer's locationWOW! can provide the consumer to be placed in the, do not mail, do not contact, status so that the consumer does not receive any unwanted mail advertisements or phone calls from WOW! as a solution

The consumer has a cycle from the 16th to 15th of every monthThe consumer is late when a payment is not completed in full before the 15th and the consumer is then charged a $late fee. The consumer has days from the 15th to complete a payment of that billing cycle or the services will be
disabled through our automated system for non-payment.The consumer has an option to pay for a reactivation fee of $on the day additional to have services active and extended an addtional more daysThis totals additional days from the original due date. However, if the consumer is unable to complete a payment when the consumer reaches the additional days, then a payment arrangement can be processed over the phone through customer serviceThe services are disabled by our automated system for the second timeAnother $reactivation fee is applied if an arrangement is set and then can be arranged for the desired date the transaction to take placeThen services are restored after the arrangement is completed.Arrangements requirements for the consumer would to have a debt card, credit card, or checking or savings account in order to process a payment arrangement

We have contacted the customer via phone to process a disconnection, an equipment pickup was scheduled during the listed available times, final bill will be mailed

This issue has already been resolvedThe customer called in to our center on 8/2/and was issued a credit as requestedAs such, we consider this matter to be closed

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. Our local management team is still working to completely resolve the issues with your service, in the mean time a credit of a full month of service, $167.52, to zero out the August bill has been applied to your accountOnce this is completely resolved they will be applying additional credits. Please let us know if there is anything else that we can do to assist you

The letter was printed prior to payment being received. At the time of the call to a representative, the letter could then be disregarded

I show there is no outstanding bill and have a $balanceI am showing no issues with the account at this point

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 been unable to reach out to this customerIt appears they mistakenly signed up for auto pay online when they attempted to make the paymentThey have been removed from auto pay but we have been unable to reach the customer about issues with trying to refund the payment

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. Unfortunately WOW is not able to repair a line that is owned by another provider, just as another provider would not be able to repair a WOW lineYou would need to
contact *** to have their line repairedPlease let us know if there is anything else that we can do to assist you

Customer price was renegotiated on 03/and he accepted the termsIssue should be taken care of at this time

We have delegated the issue to our field techniciansWe are repairing an issue in the area regarding the internet services the customer is subscribing toThe issue with other video services is set for repair on Saturday, December 16th,

Complaint: ***
I am rejecting this response because: I was not told of that the discount would increase when I first signed up After I received the increased price and called customer service is when the agent notified me of the increase after a year Thank you for your response WOW, but I will be looking for other internet providers
Sincerely,
*** ***

This issue has already been resolved as our Account Research (billing) department discussed with the customer and his bank

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 as long as no further contact by them is made
Sincerely,
*** ***

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. We have waiving the balance on your account and you will receive a final statement showing a zero dollar balance on your WOW accountPlease let us know if there is
anything else that we can do to assist you

Complaint: ***
I am rejecting this response because: The company is now being manipulativeFirst, they stated that they did not have any previous records of us calling before the technician came outI then provided them with proof of the phone record and now they seem to remember each callYes, every time we have called, it was due to an issueAn issue that WOW deems satisfied as long as it works while on the phoneWhen we called about the outage, it was because our internet was not working at allAfter resetting the modem, we still did not receive our full mbps that we paid forIt fixed the outage issue but not the speed issueWe even upgraded the service while telling you all that it was so slow, but I see that the company failed to mention thatIt was ok to make more money while not caring about our issuesThe representative that called yesterday offered to pay the remaining on the account as resolving the issue.Another slap in the face on how they feel about their customers; Especially after I just paid $I will pray that this company will be taught a valuable lesson on cheating peopleThe same way the company wants money, the customer wants their full product/service
Sincerely,
*** ***