WOW! Internet - Cable - Phone

Our local management team has responded by dispatching field and maintenance techs to resolve this problem and are available to follwith the customer if the problem returns

Initial Business Response /* (1000, 6, 2015/12/14) */
We have advised the customer that the representatives she spoke with will be given feedback for the customer service she received as deemed necessaryWe have also advised the customer to send the necessary documents and we can set her up with
service upon arrival of these documents

Initial Business Response /* (1000, 6, 2015/10/31) */
Our records indicate the payment in question was canceledWe have requested the customer to provide any record that the payment in question was paid out of their bank account and they are refusing to work with us to get this resolvedWithout
further documentation, we are unable to proceed
Initial Consumer Rebuttal /* (3000, 8, 2015/11/14) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid my cable bill online on the WOW Cable websiteI have a confirmation number issued by Wow Cable proving that I made the payment authorizationThey do not dispute that I gave them authorization to take the money out of my bank accountI never cancelled that authorization
WOW cable has never said that they made any attempt to request payment from my bankIf they did not request payment from my bank then it is their fault if they did not get the paymentWOW claims that I cancelled the payment but they have on every occasion that I talked to them refused to tell me how, when, why or who cancelled itThey also have not been able to explain to me how it would be possible for me to cancel the payment
If WOW is going to continue to claim that my payment was cancelled then they should show how the payment was cancelled, by whom, when, and why, and should show the proof that the alleged cancellation was requested by me
I did not cancel my payment at any time or in any wayPlease ask them for any proof that they may have that I did cancel
Final Business Response /* (4000, 10, 2015/11/18) */
After much digging through calls I was able to find the call you made on 06/15/you agreed to have the pending auto payment canceledThe reason we didn't receive that payment and that your bank didn't get the request is you agreed to have it canceled

We have received an FCC complaint with the same complaint and will be assisting the consumer through the FCC forum

We have investigated and subsequently processed a refund for the transaction on 7/26. We have provided the correct email address to reach the executive response team for any further issues

Discussed issue with customer and gave a one time credit for $with their new lower priceWe are dispatching a technician to take a look at the issue again and will be sure that she is taken care of

We have tried to reach this customer since this complaint was filed but have been unsuccessful in our attemptsThe service issues appears to have been resolved and a credit was already applied onto the account for the time without service

Our Account Research (billing) team has been in contact with this customer and her bank and has come to an agreement for a refund to be sent to her

We were able to review the accountThe customer has the equipment charge removed and there is no longer a balance on the account for the equipment

This is very concerning to me that WOW would fight back so hard over $when their team did not do their due diligence even to keep me as a customerI also find it ironic that I do not recall being offered to have someone verify and come out to the neighborhood to validate that WOW was not out here as they offer online (see attachment)All I recall was being explained that it did not look like it, but not really a definitive answer which is why I moved onOn the other end of the spectrum *** *** immediately offered to have someone come out to my house and validate whether I was able to get service or notDue to this we found out I could and that the main line hook up was in my front yearSo again as stated before WOW did not do everything at that time to keep me as a guest that they should haveStill to this day no one has come and verified to my knowledge whether or not WOW services the areaI also typed in an address yards away in the same neighborhood online and amazingly enough it was allowing me to order serviceThe person who responded last to the Revdex.com complaint stated otherwiseSo they can review the call again and also see that the above issues are true and correctAt the end of the day WOW did not do their job to truly validate whether or not I had coverage, now they may have since then; however they DID NOT do it that day by offering to have someone come out

We called and discussed the issue with our customer and confirmed that his service problems were resolvedWe apologize for the trouble with the service and for the trouble in getting the situation resolvedWe have issued a credit to the account as discussed over the phone with this customerWe
have also provided him with direct contact information in the event he has any other concerns we can address for him

Complaint: ***
I am rejecting this response because: this is the most ludicrous response I could have ever imagined!! I called and and said, hey I have a flyer but I'm not going to tell you what the deal is - surprise me and sign me up for whatever you think I'd want Yeah, right, I didn't mention what the deal was I've heard about three different excuses as to why I didn't receive the Mbps, and now you say I never mentioned the deal WOW is a truly despicible company full of half wits and liars, and I will spread the word Word of mouth is the best, or in this case, worst form of advertisement You suck
Sincerely,
*** ***

Complaint: ***
I am rejecting this response :They failed to return calls from the Executive Office the calls made each dayFurther more they failed to provide this senior citizen a way to send back the modem to WowwayI do not have a car and had to hire someone to take meThe front desk lady was busy with her cell phone could not or would not answer questions about stopping the serviceShe gave me the same number back to executive office with a promise to return phone callI paid by check and the payment was lateThis is not the first lost check I had mailed to Wowway and lostIs it my word against a large Corporation drop box ? I also got a crdit on the bill of $and then another chrge back of second $I am not late in paymentI contacted the tech service about the issue and this email feedback went nowhereLook at the number on my bill is that the fact my cell phone is blocked by the executive office or other depts to speak to a live personI just did not have this service and the house was soldThis is bad treatment to a senior citizen and more so a abusive to having to deal with WOWWAYThe billing system on Wowway system is on automatic and does not take in account tv boxes and modems returnedIts is again that I was late with my paymentHow about the LATE time for Wowway to even help me This is a poorly managed and DON"T CARE company that lacks basic good business conduct in the cable field
Sincerely,
*** ***

Thank you for contacting WOW! My name is ***I apologize for the inconvenience that you are currently experiencing. We have credited the tech visit fee as requested, we have called multiple times to speak with you on this issue but when we call ***, the line picks up and drops
immediatelyIf you are still experiencing service problems, please provide a number where we can reach you or the best time to call so we can assist with this matterAlternately you can call WOW customer care at *** for real time assistance hours per day

The consumer agreed to our terms and conditions and moving out of area does not constitute to voiding/waving the early termination feeConsumer closed the account prior to the service agreement

We have attempted to contact this customer with no success, however we are still more than willing to help resolve any service issues they might be havingIt does appears they have changed the modem on the account and have had no issues for a few days after exchanging itAt this point we have little we can help with if we cant get in contact with the customer

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,
*** ***

There was no forms or signatures, it was a agreement made over the phoneThe proof is the first four months the statements said - $for months all I can say is I did not figure this would change their greedy practicesI also noticed there are other complaints on this issue on Revdex.com see attached (copied direct from (*** see below), some they honor the deal some they did not!!! *** ** *** *** * *** *** ** *** *** *** ***
** ** *** *** * *** *** *** ** *** *** *** ***

Initial Business Response /* (1000, 8, 2015/10/13) */
The equipment has been removed and the credit balance has been refunded to the customer
Initial Consumer Rebuttal /* (2000, 10, 2015/10/15) */
(The consumer indicated he/she ACCEPTED the response from the business.)

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,
*** *** I received a phone call from "***" from Wowway this evening. She apologized for what had happened and said if I have any problems to let them know but that the problems ought to be cleared up now hopefully. I understand that. I hope they are also. I was shocked by the email incident when it stopped working for me. But all is working now. She also told me that I have a $credit that will appear on my next bill so that is good. As long as it all keeps working now without any problem it's all satisfactory. If it goes out now and everyone else on wowway in the neighborhood is affected, I understand that. But I don't want to be the one having the issues for reasons that are not explained and then having to wait days to get everything repaired. Wowway would not wait that long for their payment I'm sure. So all is well now. Thanks to all for the help.*** *** ***