WOW! Internet - Cable - Phone

We charged a late fee's on a past due balance for months before sending it to collectionsWe didn't charge for additional services just a charge for the remaining balance being late

Initial Business Response /* (1000, 5, 2015/04/23) */
This modem rental charge was correct on your account on 04/17/with a credit issued for the chargeif you have any further questions please give customer care a call at 877-566-
Initial Consumer Rebuttal /* (3000, 7, 2015/04/27)
*/
(The consumer indicated he/she DID NOT accept the response from the business.)
The modem charge was NOT correctI have always owned my own modemMoreover, for two months they charged me for a higher speed internet even though I contacted customer service on two occasions requesting lower speeds
Final Business Response /* (4000, 9, 2015/04/30) */
This has already been corrected and adjustments have been bad to the account for this situationIf you have any further question please give customer care a call at 877-566-
Final Consumer Response /* (4200, 11, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
WOW still hasn't told me why they charged me rent for my own modem

Initial Business Response /* (1000, 14, 2015/11/02) */
We where unable to locate the modemHowever in the interest of keeping a customer we have given the requested credit amount
Initial Consumer Rebuttal /* (2000, 16, 2015/11/03) */
(The consumer indicated he/she ACCEPTED the response from
the business.)
I accept Wow!s decision to pay me in the amount of $It is only fair for them to have to pay for something they causedI have not received the credit amount in my account yet

We have issued a credit for the early termination fee and will be sending the customer a refund checkWe apologize for this going unresolved for as long as we have however this issue should be closed now

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
WOW stepped up and addressed the issue I had professionally
Sincerely,
*** ***Still a WOW customer

Complaint: ***
I am rejecting this response because: The bill received was for Dec 23rd - Jan 22ndI do have a copy of that bill and will upload it to this siteThe service was cancelled Dec 12th, modem dropped off the following week on the 18thWe NEVER had ANY service from 12/- 01/We were not living in the home, we moved on Dec 12thIf you didn't shut the internet off until January, that should not be my responsibilityI eventually paid the bill because I was just so sick of fighting over it and yet you still turn this bill over to collectionsOne more reason to never use WOW again
Sincerely,
*** ***

All service charges for the time services were out, 12/through 1/3/18, have been waived

We are still waiting on a reply from the warehouse to see if we have the equipment in inventory

We have reviewed the initial sales call, and found that it was explained that there was a $promotional discount that would expire after monthsPrice is valid & was agreed to by the customerNo changes will be made to the initial agreement

Services cannot be deactivated electronically, this requires account holder authorization either over the phone or at a local office during business hours. The customer care center is available 24/to assist with deactivating at ***. Once a call to deactivate is made
deactivation can be pro rated to the day the modem was returned. The $charge mentioned refers to the modem rental, which is $a month

The consumer's payment for the 12/01/date was rejected on 12/05/The rejection was not the fault of us as the account was not able to be locatedAn interruption took place due to the unsuccessful completion of the paymentThe online balance reflects the months that have not been paidThe
online balance is not a live or most update balance for the account, as the consumer must call our customer service phone number to gain access to the most update balance information that is available

Complaint: ***
I did receive a call from Wow, stating they would correct the bill (as they have for the past year and half) I do NOT want this issue closed because we need time to ensure their billing has been truly corrected As I have stated in my original claim, Wow will "correct" the bill one time, then in a month or two we will be overcharged again This complaint needs to remain in pending status until at least additional billing cycles are completed correctly
Sincerely,
*** ***

We received a complaint about this customer's bury drop not being completed in a satisfactory amount of timeWe have completed the bury drop and we are assuming this case closed

The consumer was unable to make payments through our automated system or over the phone due to repeat returned paymentsThese options are no longer available for the consumerThe only valid method of payment for the consumer is to make a payment in cash

We have made multiple attempts to reach this customer by phone and email and have been unable to reach this customerWe would need to speak with this customer directly to process any credits on the account

We apologize for the poor experience with our sales teamWe recognize the importance of attentively listening to our customers and respecting their requests and do not expect this kind of behavior from our personnelWe have forwarded this complaint to our local sales management team to review this
situation, so that this experience is not repeated

Complaint: ***
I am rejecting this response because: I was told moving out of the serviceable area would be reasonable enough to not payThe company says they’ll get rid of 50% of the fee but I still find that in acceptable when I was told such.
Sincerely,
*** ***

This customer has also filed complaints with the ***We will handle her concerns through the ***

We were able to review the account and understand the situation the consumer was presented withCurrently, as of 01/03/the consumer no longer has a balance on the account and this is at a zero balanceAs an option, the consumer, can return for services again as a new consumer

After having a conversation with the customer we have been unable to resolve the issueThe customer had an outstanding balance with us when he wanted to come back to WOW! so before we started the process to restore service we had to get a payment for that amountHowever when he reconnected we
noticed an outstanding balance on his brothers account at the same location and it appeared they both resided in that location about the same times so it became a shared debtHis account was interrupted the same day it was installed and he was not billed for that time and currently has a $balance