WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 7, 2015/11/03) */
We have called this customer multiple times and been unable to make contactTheir account has been credited, and while we are not able to upgrade their service at no cost, we have credited one extra month of their internet service for the
trouble they have hadUnfortunately their bill will continue to show the rate for their service along with their service discount as their post discount rate is not the rate and we would not bill it as such
Initial Consumer Rebuttal /* (2000, 9, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)
WOW stated they have tried reaching me and yet there was never any voicemailsI did receive a new statement with the correct amountWOW not willing to upgrade my speed and only crediting my account for one month is poor customer service, as I'm still not receiving the correct speeds that I'm paying forI will try one more time to have WOW correct the speed issue

Complaint: ***
I am rejecting this response because: WOW has called me times during business hours and I am not able to receive personal callsOn my breaks, I have tried calling WOW back at the phone number they left
on my voice mailHowever, no one answers that number and I was required to leave a voice mail, which I did several timesIn one voice mail that a "***" left me, he asked that I call again and leave a phone number and the best time to reach me, including after business hoursI left him a voice mail and asked him to return my call between 5pm & 5:30pm, along with my phone numberWOW has not attempted to reach me by phone againI also suggested in all of my voice mails that they could also respond to me in written correspondence, and I've received nothing from them
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I should not have to pay for a horrible internet connection and rude costumer serviceI only had the service for months I will not pay 340$ to cancel that is ridiculousI spoke with the service rep when I did my order and they told me told me this speed would run all my devices and it does not.
Sincerely,
*** ***

We have reached out to this customer regarding her concerns with our payment arrangement process and her slow Internet speedWe invite her to respond to us directly regarding any outstanding questions or concerns

We have attempted to contact this customer over the phone on 9/22, 9/27, and 9/29, leaving voice mails each time on the phone number providedOur calls to resolve this problem have not been returnedIf the customer would like to work towards an amicable resolution, we would be happy to assist her,
but we do need for her to answer or return our calls

The disputed equipment and final balance have been removed from this account

Complaint: ***
I am rejecting this
response because:The business is not behaving like a "better Business"; in fact, the business is continuing to exhibit inappropriate business practices In retaliation to my complaint, WOW (Wide Open West) has slowed my internets speed from 15mbps down to 2mbpsFurthermore, WOW is continuing with a price increase without proper notice or consent
Sincerely,
*** ***

We have verified it was not our company who caused the damage to the front lawn and have informed the customer of this

We are only able to transfer services into someone else's name unless it is due to marriage, death or divorceWe are closing this issue as we are unable to assist with the request

Our tech has followwith this customer, who confirmed that the issue has been resolved

The consumer's bill has been fairly adjusted and will not receive another adjustmentPer our terms and conditions, all of our prices are subject to changeIf we are required by law to give you notice of a change in our prices, it may be provided on your monthly bill, as a bill insert, by mail, by e-mail, in a newspaper, by transmission over our cable system, by posting to our website or other communication permitted under applicable law

This is being withdrawn from the credit bureau report

Complaint: ***
I am rejecting this response because:Although I "accept" this response in principal, I cannot accept it in the Revdex.com system because that indicates that the case is closed It clearly is not yet closed and until it is closed with a remedy in place I cannot "accept" any responses here
Sincerely,
*** ***

The consumer signed up for service on 05/31/which the customer was offered a rate of $per month for a year period which we honoredThe consumer's rate increased the following year for the 05/31/period; The rate that was agreed upon by the consumer was a $per month rate by the consumer
which we honoredThe 05/31/month period did not continue with any further discount and went to a month to month rateThe consumer was credited months for a monthly guideWe were unable to provide the consumer with a rate that the consumer was not satisfied with and the consumer parted ways with usThe consumer was given every month exactly what was promised month after monthThe consumer is is not justified any additional credits or adjusts to the balanceThe consumer has a balance of $

Initial Business Response /* (1000, 5, 2015/05/01) */
When ever your account reaches days past due or days past due if you request an extension service is partially disconnected with you having Ultra serviceYou will experience greatly rude Internet speeds and will be unable to watch any
digital or premium cable channelsThe $reactivation fee is a valid fee for these situation and can be avoided by having the account paid on timeWe have already issues a courtesy credit for a reactivation fee and a late charge on your account and no more credits can be issued for this situationif you have any further questions please contact Customer Care at 866-496-

Our executive team tried several times in January to call complainant with calls never answered, the case was closed for no contact. We received a written letter on 2/with more details about what the issue was, and the address was marked as do not mail as of 2/8/18. Any mail
already prepared for delivery prior to this time would still arrive, however after this there should be no more mail addressed by name

We are currently working with this customer to resolve her service issuesWe will update this when we have confirmation back from our field on service issues and progress of resolving these issues

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 if the business follows through They have a reputation of not complying and since the work cannot be done until spring, I will not know until then if WOW follows through I have contacted *** *** at the Revdex.com as to how I should respond but have not received a return call so am forced to answer your email with this response
Sincerely,
*** ***

The erroneous charge has been removed from the account and we have taken steps to ensure that this does not go on his creditThe customer has our direct contact information in case he has any other questions or concerns regarding this issue

Initial Business Response /* (1000, 8, 2015/09/24) */
The additional amount was not applied by WOW!We are showing the original amount for service received is lower than the customers comments detailIf you are still interested in getting this cleared up please call us at: (XXX) XXX-XXXX