WOW! Internet - Cable - Phone

We would be glad to look into this complaint however we have been unable to reach this customer nor locate the account with the information given.

We have adjusted the bill for the service issues and will be sending out a lead technician to resolve the service issues.

WOW has made a visit to my residents and and is working to resolve the issue in the neighborhood. We were told that update would be made to equipment in the next month that should  illuminate all problems.

Initial Business Response /* (1000, 9, 2015/12/28) */
We have attempted to contact this customer multiples times with no luck to discuss bill and to advise of unreturned equipment. At this time, we will be closing the case due to no response from the customer.

We have attempted to contact the customer multiple times, the payment has been received and posted to their account, additionally the late fee that was incurred was credited back to the account also. If the customer has any further questions they can reach WOW customer care at [redacted].

We have reached out to the customer about other options for getting service to there location. It appears we have found one that will work because we are sending out someone to speak about service packages.

The customer disconnected his account on 3/9/16. On 4/12/16, we mailed a final statement to the customer which showed a balance for unpaid services up until the date of disconnect and the charge for the unreturned equipment. After the final balance went unpaid and the equipment unreturned,...

the account was turned over to a collection agency. The equipment was returned in September and the service balance was paid in October. As this balance included charges for both unpaid services and unreturned equipment after sending a statement to the customer for those charges, it was a valid attempt to collect a debt.

Complaint: [redacted]
I am rejecting this response because: I do not know who my father is and this response has NOTHING to do with my complaint. This is why I will NEVER do business with WOW Internet & Cable. We all make mistakes however, to mix up someone else's complaint with mine is unacceptable. Please remove the negative remarks from my credit scores and the $200 your company says I owe. I only owe $80. Thank you,
Sincerely,
[redacted]

You are incorrect we have paid and we quit paying due to errors that you say there none of. Also no one has bothered to return our phone calls. What kind of company runs without someone from corp calling back after several messages.[redacted]
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Initial Business Response /* (1000, 18, 2015/10/30) */
This customer's problems were handled by our business department.
Initial Consumer Rebuttal /* (2000, 20, 2015/11/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 5, 2015/07/21) */
We spoke to the customer and verified their mailing address. We also informed them that the refund check was mailed on 7/20.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
Our refund check was finally received.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We forwarded this matter to our local management team for resolution. Techs were sent out and repaired the problem. The customer was provided the system supervisor's contact information if there are any further issues.

We are working on getting a copy of the invoice from the customer so we can forward that to our contractor for reimbursement.

We are working with the local warehouse to get this issue resolved. This is not a short process for equipment to be reviewed but we will continue to work on this issue till it is resolved.

We located the cause of the delay and were able to correct it. He check was sent out today so she should receive it soon.

I have contacted the customer and made them and offer to lower there price to something both parties can agree on. Customer is ok with this deal and knows the discounts will be applied for a 12 month time frame.

Initial Business Response /* (1000, 5, 2015/09/08) */
We have been unable to reach the customer to resolve this issue. We will need a valid phone number to reach the customer in order to go any further with this matter.
Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */
(The consumer...

indicated he/she DID NOT accept the response from the business.)
My VALID phone number is on my account because when I call in that is how I am identified. Just another lame excuse from this company. MY PHONE NUMBER IS XXX XXX XXXX. MY PHONE IS ON 24 HOURS A DAY 7 DAYS A WEEK. IF I AM UNABLE TO ANSWER THEY CAN JUST LEAVE A MESSAGE AND I WILL RETURN THE CALL.
As of September 9, 2015, 8:10 am, WOW has all their equipment from my home. I no longer am a customer of theirs and I would appreciate my billing to be taken care of and have a zero balance.
Final Business Response /* (4000, 17, 2015/10/13) */
The account balance has been cleared per customer request.
Final Consumer Response /* (2000, 19, 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 [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]
*

I apologize for the inconvenience that you are currently experiencing. We have credited the remaining amount of the $8.59 that had not already been applied. I am sorry for the confusion but I am glad we were able to get this issue fixed for you.