WOW! Internet - Cable - Phone

We had a lead technician out to repair cable lines and exchange the equipment.

The credit for the technician fee was submitted and approved on 12/28/17.

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]

The consumer has not made a payment to his account from 10/26/17. The consumer was given an extension to restore services and a $22 restart charge was applied to the balance. Customer can refer to our terms and conditions regarding additional fees. Consumer's billing does not have any errors at this...

time.

We will be communicating a resolution to the consumer via email. We ask the consumer to review their email account to communicate for a resolution.

Initial Business Response /* (1000, 7, 2015/12/12) */
When the damage was initially reported a technician went to the customers home and repaired the interior. We have since made contact and repaired and insulated the exterior of the home. The balance on the account is for services received and...

will still needs to be paid.
Initial Consumer Rebuttal /* (3000, 9, 2015/12/15) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is incorrect. If the balance needed to be repaid, I should never have been told that it did not. However, I was told several times by several different representatives that it did not have to be paid. As far as claiming that a technician did repairs the first time, that's a flat out lie. The tech did nothing other than return my equipment for me. He did not bring the proper tools or supplies to do the work that I specifically requested (several times because it was close to a month after my initial complaint before anyone came to do the repairs) last week someone finally came and did the repairs, approximately five months after my first request. This company has caused me more stress than any other company I've ever dealt with. I've been promised things that never happened or were absolutely not dealt with in a timely manner. I've been outright lied to on multiple occasions. I never once felt as though my calls, complaints or requests were considered valid, including things I was assured were important to the company because I'm a "valued customer". Maybe it's possible that my experience is one in a million, but I highly doubt it, as this has been five months of this and I've dealt with at least 15 representatives in many different departments. When the tech came to my home and actually did the work, he wrote me a check in the amount of $95 which only pays the creditor, it doesn't erase the delinquent account being wrongly reported by WOW. That is unacceptable.
Final Business Response /* (4000, 11, 2015/12/19) */
I have tried to contact this customer several times by phone and email with no success. The $95 check was given to the customer by our technician. As of now, the balance is still owed on the account and has not been paid. This will need to be paid first before we can process anything further with the collections agency.

Initial Business Response /* (1000, 11, 2015/11/12) */
We have tried reaching the customer multiple times and after speaking with them, they are now refusing to communicate with WOW. The balance on the account is valid and the customer has been told both in 2012 and during our recent conversation...

that they were not eligible for the money back guarantee and since the debt to WOW was no included in their bankruptcy, it will need to be paid to be removed from their credit or to receive service from WOW.
Initial Consumer Rebuttal /* (3000, 13, 2015/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all the statement from WOW is not only a lie but a laughable lie. They contacted me once and I spoke to them regarding the issue. The representative told me that he wasn't surprised that many of the conversations I had with various WOW staff was not in the file and that it happens often, especially with a [redacted] from Columbus. I have the emails between [redacted] and the other executive WOW representatives and validated the information to them. Again, I was told it 'wasn't surprising that [redacted] had not recorded our correspondence.'
Second, the communication between myself and WOW in 2012 was NOT the answer I received. I was never told that I owed a past due amount and after numerous calls to corporate WOW my account was given a $0 balance. This was done because they continued to bill me for monthly service after I had canceled their service and Time Warner became our cable carrier. This matter was settled in 2012.
WOW was not included in my bankruptcy because I was told by WOW that my bill was zero and there was nothing on my credit report to contradict the 2012 decision. I filed in 2013 due to my identity being stolen and was advised by my attorney to file and I did. AGAIN I had nothing from WOW to submit to my attorney and their $0 balance decision on my account was honored.
WOW refers to a Money Back Guarantee. I have no idea what this guy is talking about. When does cable companies offer a money back guarantee on their services? I researched it on the internet and there is not ONE reference to a single cable company, including WOW that offers a money back guarantee PERIOD! During the last, and only conversation with WOW since I filed my complaint the WOW representative continually referred to the 'guarantee.' I firmly believe this is an excuse not to uphold the 2012 decision to clear my balance.
As for the accusation that "they are now refusing to communicate with WOW" is absurd and another way to slander myself and my complaint. They called once and I spoke to the representative. The second time they called he spoke to my father. I had gone to a doctors appointment, I have a fractured right heel, to be examined. The representative spoke with my 86 year old father who asked the rep. to call back. He has not called back yet. So the theory that we are refusing to communicate is another lie from WOW.
I asked the representative about customer service accusing my father of filing bankruptcy and why was his social security number associated with mine. He told me that it was a MISTAKE made on behalf of WOW and that the information was MISREAD by the representative. ANOTHER mistake made on behalf of WOW.
I do not owe them a past balance and demand they observe the decision in 2012 from their own corporate executives. It appears that WOW has admitted that their employees don't accurately record their conversations with customers, especially those that have a compliant. Second I keep hearing about a Money Back Guarantee that makes to sense what so ever. And another scenario that [redacted] threw into the arena is the fact that the previous tenant a [redacted] left a balance with WOW and that had been applied to my balance, "by mistake of course" and that was also keeping me from their service.
Revdex.com, what I see and hear are a lot of excuses from WOW for me to pay a balance that I do not owe. I see and hear from them many things that don't make sense and the fact that WOW is blaming everyone, IE former employees, previous tenants, and of course ME for this issue.
All I am hearing is that I owe the money, but nothing but pathetic claims, lies and excuses from WOW.
I am also EXTREMELY angry at the accusation that we REFUSE to speak to them now. WOW must be pretty desperate for money if they want to renege on a decision made in 2012. Also, I would like to add that when my account was given a $0 I was told 'they hoped I would give WOW another chance as my cable service provider.'
Final Business Response /* (4000, 19, 2015/11/28) */
The bankruptcy was filed after she started service with us. We did apply a credit for time before she had declared bankruptcy. Customer wasn't satisfied with the resolution but the balance is valid.
Final Consumer Response /* (4200, 21, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Another lie from WOW! I have had service with Time Warner for years and during the time of my Bankruptcy. This company has no idea what they are talking about and each of their responses has been a different lie. Yes a woman called Saturday evening and gave me information that was NOT true.
Service with WOW was very short because they lied to get my business. When I found that out, I cancelled, they picked up their equipment and I had already been using Time Warner. All WOW can say is "the balance is valid" which is the only thing that has been consistent with each of their replies. It appears to me that this company is DESPERATE for money since they continue to renig on their initial resolution. It also appears that they can't keep their records up to date. Especially when a representative admits that their record keeping was not accurate or to date. That implies guilt and therefore they need to stand beside their original resolution. That is a balance of $0 and the opportunity to work with them again.

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 are currently working to remove the negative inquiry from the consumers credit report at this time. This length of time time that this process will take to conclude is out of our hands.

After reviewing the [redacted]’s account we found that she did request the disconnect within her 30 day grace period. We have already gone ahead and cleared the $106.42 write off balance from the account to have it reflect at $0.00. We have made attempts to speak with the customer, but our calls...

have not been returned. We are closing this complaint since all issues have been addressed and resolved. If the customer would like to discuss this further we have provided her our contact information in the most recent voicemail left on 5/27/17.

We have offered and applied a fair credit for the customer service issues. She has had intermittent issues for some time but not the full time. We have credited her in excess of 300 for this issue and are requesting she pay her past due to continue her service with WOW!. We are still continuing to resolve her service issues.

We have reached out to the WOW! customer for more information. We have our local field team working to resolve this issue.

We have provided a credit for the install fee which will be on our customers next billing statement.

You are being charged a re connection fee for the service being suspended due to lack of payment. We have waived these charges for you in the past and made you aware of what causes them. If you wish to no longer see the charges on the account you would need to make a payment by the due date for the...

full amount. We will not be waiving these charges for you going forward.

We have gone out to the location requested and repaired the line as requested.

Complaint: [redacted]
I am rejecting this response because: The woman that claim to be from the executive department at the cable company and I agreed on a time. That account research team was supposed to call me at 5 o'clock. They account research team never did call me at that time. The woman from the executive office at the cable company was very rude and wanted to argue with me over the facts. It is just disgusting how customers are treated like this. I am very appalled and disgusted that this cable company and they're rude employees in their executive department.
Sincerely,
[redacted]

Initial Business Response /* (1000, 14, 2015/11/12) */
The late fee has been credited along with credit for the service issues.

Thank you for taking my call earlier today. I have gone ahead and credited the 13 months worth of SPP service as we discussed.

I spoke with this customer and we applied credits to remove the past due and bring her up to current normal monthly balance due at this point.

Spoke to the customer about his experience and we will be investigating his concerns about the level of customer service we provided. We have credited his account...

in total $130.00 for service issues and return payment fee's. He was okay with the ermaning balance and that we were looking into why we didn't handle his issue with service correctly.