WOW! Internet - Cable - Phone

We had a lead technician contact the customer and offer to complete needed work in the customers home at no cost and the customer declined and has disconnected their WOW account.

Customer filed a complaint to the Revdex.com about bills not being correct for months Called the customer back and explained the current bill and why it was not the correct amount she was told she would have to pay Also informed the customer her billing will be $85 before tax and fees for 12 months like...

promised $5 aqu offer was not being applied to the account Applied $5 off for 12/m to counter-act that promo Zero'd balance for the customer because she paid what she said she was told she would have to pay Customer content

Our local office has reached out to resolve these problems with the customer.

Complaint: [redacted]
I am rejecting this response because:It's taken several weeks to try and sort this out, my service has been interupted several times because of this. The old balance is bogus, and only exists because you changed the cost of my service without notice. Despite what I was promised from the sales person at the time. I disputed the charge then, and I continue to dispute its validity. Furthermore, shutting off my service for something outside the scope of my contract agreement is a clear breach of contract on your part. WoW provided me with services despite the fact that this supposed balance existed. I've been assessed several fees for these service interruptions and restores. And I was never even given a first bill, because unbeknownst to me, I had to pay for the right to receive my bill for services. I will not be paying any fees or money for this charade of "service". This has been nothing short of a spectacular failure in billing practices, and customer service. That I previously thought only [redacted] was capable of. 
Sincerely,
[redacted]

The equipment has been received by our office via the [redacted] kit. The charge for the unreturned equipment is being removed from the account.

Reached out to the customer, a [redacted] shipping label and boxing material has been sent to assist with returning the equipment.

The write off balance has been removed from account after review.

Initial Business Response /* (1000, 9, 2015/07/27) */
There has been no successful contact with this customer. There has been a $20 credit on account for service issues and customer frustration.

We have attempted to work with the customer on a resolution. We do not have the equipment in our warehouse that they are being charged for so this charge is valid. If the customer can provide a copy of the receipt or work order showing it was returned we would be glad to review that. In regards to...

the pricing we offered the customer a discount on the service once the past due was paid. Since the past due was never paid we didn't apply the discount. The customer didn't downgrade the services just wanted the discount which we wont apply to a past due account.

The $80.00 cannot be refunded as it was an amount the customer owed for a previously unpaid account.

[redacted] was spoken to about the ongoing efforts that we will continue to make to correct his issue.

The customer was not advised during the phone conversation that it would be removed. The customer was advised that it would be reported as paid. We consider this matter to be closed as we have already extended the courtesy of waiving the balance owed on the account.

We have reviewed this account and obtained a copy of the customer's equipment return receipt. While we are showing that most of the equipment was returned, 1 digital adapter (DTA) was not returned. This equipment is billable in the amount of $75.00+tax, which is why there is now a bill of $81.38.As...

soon as the customer is able to return that equipment, we will be able to process the removal of that charge from the account.

we apologize for any trouble the customer might be experiencing with his service. We are continually working to manage our network to keep outages and service problems to a minimum.We have received complaints from our customer who is claiming that he is having problems with his Internet services....

Over the past month, he has refused all offers to schedule a tech visit and is just demanding a credit for one month of service for his problems.He claims that he does not want a tech out because they previously never showed up. I reviewed his account and show that in June 2016, he had a tech visit scheduled which the customer canceled after the tech was running late due to the tech's previous appointment running long. The customer also demanded a credit for one month of service. Instead, he was given one-time credits totaling $30.00 during that time period.Based on this customer’s history and refusal to allow us to evaluate and resolve the problem, we will not be issuing any credits to the account until his claims can be verified and after he allows a tech to come out to the home to diagnose and repair his service.

The call included the specific subject of whether moving would incur an early termination fee.  The representative did specifically say moving did incur an early termination fee if services could not be transferred.  The early termination fee does apply in this case.

Initial Business Response /* (1000, 6, 2015/11/25) */
We have not been able to contact this customer. We have credited the past due on their account, along with the credits the customer received for service issues in the past few months a total of $276 has been credited to the account. Additionally...

the monthly rate has been corrected to $105 per month plus tax. If the customer has any further issues or questions, they can reach us at XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 8, 2015/12/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We made attempts to call WOW when their Executive offices left a voice message. In returning their call and leaving several messages we didn't receive any additional communications.
The response indicates our account has been credited for $276.00. Our bill shows a balance due that exceeds this amount. The response indicates the past due balance has been credited. We'd like to have in writing something that indicates a zero ($0) balance. In addition we're showing reporting on my credit bureau stating "late" payment. This needs to be corrected as well. We have dropped off all of WOW's equipment & service was terminated 11/09 for non-payment. We have selected an alternate provider. Therefore we are no longer interested in their $105.00 per month offer.
Zero balance letter would then conclude our relationship with WOW & rectify this matter.
Final Business Response /* (4000, 10, 2015/12/05) */
Disconnected account as of 11/09 and account is now at a $0 balance as per customer's request. This should rectify the situation.
Final Consumer Response /* (2000, 12, 2015/12/08) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Wow has agreed to MAIL a hard copy of 0 Balance due per [redacted].

We have spoken with this customer and come to an agreement on her final statement. As the account is now closed, the customer will make the payment on her account, then we can discuss whether she wants to resume services with WOW! or parts ways to find service with another provider. We will...

follow-up with the customer after we have received her payment.

Our records show that the customer registered for autopay on 1/28/18 via the WOW! Online Account Manager website. When autopay is registered, it does not go through until the next billing cycle, so the customer's balance of $142.35 still needed to be paid. When her bill cycled on 2/09/18, the total...

balance of $350.62 for the January & February statements was paid via autopay. While the customer may have unintentionally signed up for autopay, we did not "steal" her money. We took payment by the autopay that she signed up for on our website. This payment covers services for your 1/09/18 & 2/09/18 statements. We cannot issue a refund for a payment made for services due during the current bill cycle. As the customer has unenrolled from autopay as of 2/12/18, no further automatic payments will be processed, and she may resume making one-time payments on your future statements.

We were able to speak with this customer over the phone today and reach a mutual resolution on her bill. A credit has been issued and the customer has paid the remaining amount to satisfy the full balance on the account. We reviewed her bill cycle and due date so that we can avoid problems like this in the future. She is welcome to reach out to us again if there are any other questions or concerns.

We have contacted the customer and agreed to refund the $110.00 for the service issues they were having. Customer agreed to this offer and the concern is closed.