WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 5, 2015/08/05) */
After speaking with the customer, a $20 credit has been applied and the Service Protection Plan has been removed and prorated back. Customer accepted this resolution.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */
(The consumer...

indicated he/she ACCEPTED the response from the business.)
Yesterday 8/5/15 [redacted] from WOW called & said my bill for this month will be $100.00. He also gave me his number in case other problems occur.
Thank You for your help in this matter!

We have given an option on where to find the information if there are questions. We have reps available to assist the customer with any question on there bill as well as FAQ's on or website. I am sorry you don't understand the different charges on the bill. However we have notified you of the options we have. We don't want to have to print massive bills to explain every charge in detail but we do offer explanations and people to provide them for your convenience.

Called & spoke with customer about this situation. Came to mutual resolution on credit for this account. She has our contact information if there are any other concerns.

We have attempted to contact this customer to resolve this issue, but we have not received a response.

We have spoken with this customer and scheduled a time to speak again about the service issues in detail. We will update when more information is available.

At this time we are not able to provide service to your location. If we are able to finish building out to your location and start up service we would be glad to let you know.

Initial Business Response /* (1000, 5, 2015/04/30) */
I show we had a technician out to the home yesterday for this issue and a maintenance technician will be out today to resolve this problem. if you have any further questions or need assistance please give customer care a call at 866-496-9669 we...

are available 24/7.

The consumer agreed to a 1 year service agreement. The account was closed prior to the agreement per the terms of service. The issues with the consumer's services were addressed by our engineering team and equipment was replaced. The early termination fee will not be waived.

Complaint: [redacted]
I am rejecting this response because: I have made several calls to change paperless billing to paper billing. The wow representatives confirmed that they had switch me to paperless billing going to a wow.net/com account. I always pay my bills that I receive monthly. It is interesting that I receive a wow statement every other month with late fees. This is the only account that occurs like this where I receive a statement. I am sure that this is an unethical business/billing practice. This started in 2017. Other consumers should be warned.
Sincerely,
[redacted]

Final Consumer Response /* (2000, 6, 2015/06/18) */
Please be advised that my problem with [redacted] was finally resolved today, Wednesday 17, 2015 by WOW! Internet-Cable-Phone.
I would like to cancel my complaint to this company.
Thanking you in advance,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/27) */
Customer was contacted and informed that we do not have any offers like this. We asked her to forward her email response from the survey so that we could investigate it internally for phishing issues. Customer is satisfied with this...

resolution.

Spoke with this customer and let them know what options they can take advantage of within the 30 day time frame.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] Wow never said $85 a month and as I stated previously I was told 29.99 plus 15 for the upgrade of speed. WOW is not being honest or holding to what their CSR's state. . I spoke with [redacted] their CSR. No one at any point in time ever said 85 dollars. Wow did not attempt to contact me, this is also not true. My complaint stands. Awful untruthful business

We have made multiple attempts to reach this customer, with no response. She is welcome to return our calls if she is still in need of assistance.

We have spoken with the customer this morning to notify her that the extra payment has been received and that we will send out the refund as soon as possible.

I have been able to contact the customer and resolve the speed and billing issue to there satisfaction. We were able to troubleshoot the modem to allow the speeds the customer is supposed to be receiving with a few quick changes.

The feedline was replaced on 8/8/17. Credits have been issued to the account, which were reflected on the customer's most recent billing statement.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11111220, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  The account has been corrected and a credit was placed on the account for 20$ for the inconvenience. Please let us know if there is anything else that we can do to assist...

you.

The equipment in question has been on the account since the customer transferred service from a previous address. There have been four pieces of equipment listed and billed for on the account since that time and only two were returned. There is no record of the customer returning the equipment that...

has been charged.