WOW! Internet - Cable - Phone

We have spoken with the customer and explained that her due date is the 16th each month and the dates of her bill cycleWe offered to waive two late fees + one reactivation fee + the monthly guide which equals a credit of $creditThe customer requested to have auto pay turned off for her
checking acct as well

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you have experiencedWe have credited the charge for the video service portion of the bill and the next statement will reflect the credit and with a remaining balance of just the internet service that you
currently subscribe toPlease let us know if there is anything else that we can do to assist you

Complaint: ***
I am rejecting this response because: Is there a drop box for after hours payments?I cannot take time off of work
Sincerely,
*** ***

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,
*** ***

This issue was already resolved with customer service and the account has been credited to a zero balance

We were able to come to an agreement with the consumer over the phone and resolve the billing issue that the customer had

Initial Business Response /* (1000, 8, 2015/09/24) */
We have applied a credit to the account for time the customer was without serviceAs the notes reflect customer was okay with this resolution

The account has been disconnected and is no longer reviewable for pricing for current services. Did not receive a response to our call prior to the disconnect

We have waived your charge for the technician visit fee of $I apologize that this was not taken care of sooner, as for the additional $charge that went with it I am unsure why this was added and will be speaking with our technician team to determine the cause

I apologize for the inconvenience that you are currently experiencingWe have no way to restore recording lost on a DVRIf they happen to come back on you have the ability to record them but we can't re broadcast them

We apologize for previously sending a response intended for another complaint by mistake.We have reviewed this account and found that all of the charges and the balance to be validThe only fee the customer was charged in relation to the invalid payment was a one-time return check charge of $due to the customer providing invalid payment information for her accountAll other charges are for services the customer received while she was in service with us.No reversal of any amount of this balance is warrantedThis account was properly sent to collections after the customer refused to pay her final bill

We have put this resident in contact with our local management team to work towards a resolution for this issue

Complaint: ***
I am rejecting this response because on that phone call I was told that if I moved to an area not served by Wow I would not be
responsible for an early termination feeIf this is not the policy, I should have been informed as suchFor example, when I mentioned the possibility that I may move, the representative should have suggested a different planThe option of a different plan was not mentioned on that original call, nor was it offered when I canceled my service in MayI will be not be held financially liable for errors that are not mine
Sincerely,
*** ** ***

I just want an apology for the rudeness of WOW customer service I just don't understand how they can even advertise good customer service I am once again suffering internet issues. They don't care...they just want to blame the consumer I however am a computer tech I
know it's not my end Just purchased a high speed computer last week But I have slow speeds and I refuse to call them

We do not charge for services in advanceThe consumer has unreturned equipment charges of $and the unpaid partial bill for an amount of $The total of these charges combine for an amount of $

We have reviewed the call made at the point of disconnect and found that WOW! is not available at the address he provided to our representative, and we do not have service available to any homes on that streetWe would not have been able to transfer service to this address and the termination fee is valid

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,
*** ***

Initial Business Response /* (1000, 5, 2015/05/20) */
The early termination fee is a valid charge for canceling service within the contract periodWe had a technician dispatched to the service address of the business on April 22nd and found no issue related to the service on our endThe
technician did see the your router's firmware was out of dateIf you have any further questions please contact customer care at 888-969-
Initial Consumer Rebuttal /* (3000, 7, 2015/05/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I gave vendor chances to resolve the performance problem
Upgraded the service to higher speed in February of
Called service tech for over the phone resolution
Called tech to physically visit office location
All attempts failed to resolve the intermittent performance issues so I canceled the serviceThe only reason I extended the service and renewed my original service agreement was because the sales person assured me that an upgrade would solve the performance issueAs stated, all three attempts to resolve the issue failed
Final Business Response /* (4000, 13, 2015/06/02) */
The only technician out at the location for this related problem was on April 22nd, and the technician found no trouble at this time other than the firmware being out of date on the router which is not WOW equipmentThe early termination fee is still validif you have any further questions please feel free to contact customer care
Final Consumer Response /* (4200, 15, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried using the service without the router and still experienced intermittent performance issuesI gave WOW amble opportunities to correct the issueOver the phoneUpgrade service in February of Onsite technical visitWOW could not resolve the issueI could not continue to put my business at risk so I canceled the serviceThis service issue was not my problemThe service flat out did not work

The offer that the customer signed up for included one year discounts. These discounts expired after the account was active for one year. There is no service call history on the account at all, advised to let us know if he is having a service issue so that we can assist

Our field technician determined that the cable line could not be installed into the room where services were requested