WOW! Internet - Cable - Phone

We have spoken with this customer and applied a one time credit of $onto their account to adjust for the higher amount they had to pay on their last months billWe have also ensured the customer they still have the $valued customer discount applied onto their account

Initial Business Response /* (1000, 10, 2015/10/31) */
We have added credit to the credit that was already provided to equal half of the customers base rate after tax for NovemberAny additional charges on the account for events or Pay Per view are not creditedWe apologize for the trouble with
the service
Initial Consumer Rebuttal /* (2000, 12, 2015/11/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have reviewed this complaint and found that we did have a partner technician working in the vicinity to install service at a neighboring address on 9/19/While we are not certain if the technician accidentally disconnected the connection to *** ***'s current provider, we would never
intentionally disconnect a competitor's service without consent, nor would we ever retaliate or act maliciously against anyone, whether they are our customer or not, for filing a complaint against our company

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,
*** ***

WOW! is dedicated to bringing you the best programming availableWe are unable, however, to provide you with an estimated time of availability for any specific channels for On DemandChannel Changes and Updates are posted online
at http://www.wowway.com/help-support/cable-tv/channel-changes-updates

This account has already been disconnected and the early termination fee already waived through our customer care center as of 3/

The consumer signed up for Internet services that included a free web space serviceAs of these services were discontinued and consumers were notified prior to the shutdownThe consumer requesting a reduction in their service rate is invalid

The customer stated in the reply that billing has been fixedSadly there is no option from our side to put this in a pending status for reviewThat would be something the Revdex.com would need to make available to the customerPlease feel free to reach out to Executive Response Team if there is an issue next month but I don't expect there will be

This customer has a tech visit scheduled to resolve this issueOur local customer advocate and management teams are involved to ensure this is taken care of

We reviewed the sales call in questionWhen placing the order, the customer was quoted both the annual and monthly pricing and agreed to the service with annual pricing.The legal verbal agreement verbiage was read and a YES was obtained by the customerBased on this call review, the ETF has been
found to be validWe called and discussed our findings with this customerThe ETF may be reversed if they choose to reconnect services under the terms of that agreement

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,
*** ***

Your billing cycle starts on August 22nd and ended on September 21stYour bill was backdated to the last day of service on the 12thThe remaining balance on the account is valid as it was for time you had and used the service

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. In July there was a charge for a technician visit that was not paid and that created a late fee (billed as an administrative fee) the following monthUnfortunately since the original amount was never paid, it has carried over, along with adding an additional $late fee each month up to this pointReviewing your account, you were previously offered late fees in credit, which is well above our policy, and declinedAs a courtesy, we are willing to waive fees for a total of $creditThis would bring your new total balance to $If you can have that amount paid by 6/3/2014, you will avoid taking a balance into the next billing cycle and incurring any additional late fees

We have already spoken with the customer through our department that handles refunds and through email advising that the refund check had already been processed through check for next weekExplained this is the best possible option to receive her refund in a timely manner

We have already addressed the customer concerns about getting the damages fixedWe have put in an install complaint about damages and issues with the installWe will be having a local field lead or sup reach out tot he customer to examine and setup for repairs

The paperwork necessary to remove the customer's account from the negative file was received, and the account was removed from the negative file on 10/16. It can now be used for automatic payment again if desired. An adjustment has been made that will be reflected on the next printed
bill

We have worked out a mutual resolution to this billing issue with our customer to satisfy both accountsShe is welcome to contact us directly if she has any other questions or concerns

Complaint: ***
I am rejecting this response because:I spoke to a supervisor and was told there's a lot of customers with the same problem and he opened up a trouble ticket for this problem, there comments about the ticket is below:I have read your email and understand your concern.We have opened up a ticket with ***We are waiting for *** to respond back.So far therei nothing to report back from ***As soon as we find outA representative will call you with details.Sincerely,*** ***
*** *** *** ***
*** *** *** * ***--------------------------------------------------------------desk: ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because while a technician did come to fix the problem NO attempt at ANY arrangement for compensation has been
made by WowThe technician had taken care of the issue at the pole by the time I got homeHe did not know why the customer service manager insisted that a different technician would have to be assigned to come out later in the weekThe technician stated he had talked to the previous tech that came out and knew the things that needed to be addressedThis is exactly the course of action I had suggested to the customer service manager but was told couldn't be done b/c everything is "noted" and the original tech made no mention of the pole issueAdditionally, I called Wow last week when I got my bill (which was wrong in several places)I was told that the promises I had been made by previous reps regarding my Sports Surcharge Credit would not be honored and there was nothing that could be done about the situationThe fact that no one in that office can keep their information straight & properly document files and sent out correct statements is ridiculous
Sincerely,
*** ***

The balance leftover on the account is not from equipment, it is from services renderedWe have made contact with the customer to explain this