WOW! Internet - Cable - Phone

We have reached out to the customer and he is not currently having any service issues. I have contacted the local team to keep an eye on the customers service to see if we can determine the root cause. Customer was satisfied with that resolution.

Our network engineering team and manager of operations for this region along with our regional advocate are the best support for the problem. We are making headway on getting this issue corrected.

Initial Business Response /* (1000, 12, 2015/11/20) */
Customer states they were promised a 50$ credit and never received it, they did receive it, it was posted to their account on 9/10 and on was on their 9/30 statement. Customer paid $125 after their account was disconnected and wants a refund of...

that amount, that payment covered services from 8/30-9/29 and will not be refunded. Customer wants to restart their WOW service; we are unable to restart without the remaining balance on the account being paid in full. We have called the customer multiple times and have been unable to reach them, leaving a voicemail more than once.

Complaint: [redacted]
I am rejecting this response because:The email account is not incidental, it exists and is another account containing portions of my personally identifying information and is an additional potential vector for someone to compromise my identity, I would think as an ISP WOW would be cognizant of this fact. I find it insulting that you would suggest people not monitor their online accounts (especially email, or e commerce accounts), will you next suggest that people don't guard their SS# or bank account details? Sending a bill that contains no personal information of mine (other then what someone might see on the front of a bill mailed to my address) via email would not be less secure, even if it was compromised it would be no different then someone opening a bill sent to me via postal service. It would also be a trivial manner to password protect the bills as some enrypted file.Ultimately you claim registering for one of your email accounts is required because it allows me to securely sign into a site that WOW manages. However, you could just as easily allow people to create accounts on the same site without needlessly tying this account to an email address. Why you are forcing your customers to use (by use I mean the very action of registering for, or the related maintenance of the continued existence of said email account). If wow does not care about it's customers concerns, or security in this matter it should just be forthwith about it. Your near monopoly position ensures that you are not likely to lose many customers as long as you remain slightly better then the sole competitor in your area. 
Sincerely,
[redacted]

According to our records, the issues with the phone number and digital breakup on the TV have been repaired. We have reached out to the customer via phone and email and welcome him to contact us directly if there are any other issues that require attention.

We do not have a copy of the work order from the date the Adapter may have been installed, this is the main reason the equipment and corresponding charge were removed from the customer's account.

We have reviewed this customer's account and confirmed that all tech visit fees have been waived. This is in addition to credits for service related problems. We are putting this customer in contact with our local customer advocate to resolve the outstanding service issues and will continue to...

follow-up with her until she lets us know that she is satisfied with this resolution.

Initial Business Response /* (1000, 5, 2015/05/21) */
the last payment made on your account was on April 21st for $69.62 by [redacted] We verified none of the payments went though that you tried to make on May 15th, You will need to contact you bank if you are showing these are pending and why they have...

failed. The account currently has a past due balance of $69.42 and current charges of $69.52. I have issued you a 1 time courtesy late charge credit of $10 that will show on you next bill statement. If you have any further questions please contact customer care at XXX-XXX-XXXX.

Client has been informed that the service code for this equipment is a requirement for the plan that he is subscribed to. Client has the option of getting this equipment reinstalled or switching to another plan that does not require this equipment.

We have been unable to verify the customer claims of contact to WOW! from the numbers he gave us any where close to the frequency he insisted he called at. A technician was never dispatched to the home for troubleshooting because the two times we are showing records of calling in for issues on 08/06 & 06/16 it was resolved over the phone with rebooting the modem. with this information on the account as wheat we have to go on his charges are valid and we have done all we are willing to do. We have waived the charge for picking up the customer equipment as he requested but the Early Termination Fee and his remaining bills are valid. Regardless of his desire to have service cost waived for issues he had if we never knew about the issue we are not able to fix it and if we couldn't fix it cause we were not told about it we will not provide a credit.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. Our account research team processed the refund and if having it sent to you, they indicated that they spoke with you and you are happy with that result. Please let us know if there is...

anything else that we can do to assist you.

A refund has been processed. The customer should see the funds in 3-5 days.

[redacted] Thank you for taking my call earlier today. As we spoke about we will remove the cost for the equipment as this was the information you were told. Going forward as a reminder any equipment damaged like this you will be charged for. The process to remove the equipment charges will take a...

few days but should be off before your next bill cycles.

We charged you the re connection fee because we did not receive the payment from the 3rd party payment source. To my understanding this is how 3rd party payments work is it takes them a few days to get the information sent out to the vendors they are paying. We have since given you options to avoid this in the future. To the best of my knowledge this issue has been resolved.

We are sorry that we are not available at this customer's new home, but moving out of our serviceable area does not constitute a situation in which the Early Termination Fee (ETF) would be waived, unless the customer is a member of the United States Armed Services and has received military orders to...

relocate outside of the local WOW! service area.As part of our Minimum Term Plan Terms & Conditions, the ETF is something that the customer did agree to when signing up for this service plan should the service be canceled after the 30-day grace period. The customer was provided a lower monthly rate by accepting a minimum term service agreement. As such, the ETF is valid.

Initial Business Response /* (1000, 5, 2015/07/14) */
Spoke with the customer explained the cause of the internet issue. Customer had already been given a credit for her time without service for well over the cost of the service per day. She was happy with resolution.
Initial Consumer Rebuttal...

/* (2000, 7, 2015/07/20) */
From: [redacted] (mailto:[redacted]@gmail.com)
Sent: Friday, July 17, XXXX XX:XX AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX)
Importance: Low
Reply about a complaint. I recently submitted a claim about wow cable. And wanted to say that after a few days. My issue was resolved. Wow handled everything very well.

Complaint: [redacted]
I am...

rejecting this response because:I had requested that the call recordings from [redacted] to WOW be reviewed.  The person that I spoke with at WOW said they would talk with a manager and return my call.  I never received a return call.  Was this documented?  If representatives from WOW are not properly documenting calls particular to the dispute of a charge, this is a larger issue.  My bill was set for auto-pay and my rate increased without my approval.  I would request again that all call recordings from [redacted] be reviewed.  Increasing auto-pay without consent and poor record of customer complaints, this needs to be addressed.         
Sincerely,
[redacted]

The consumer processed an automated payment and withdrew the current balance.

So when you paid the $33.21 there was still a remaining balance of $40.22 we billed you...

twice more not for service but for lack of payment on the past due. Which has left you with a total of $60.22 We have waived $30.00 of that per your request however there is still an outstanding balance of the amount you listed in your rebuttal that is owed. We have meet you half way on this last part of the billing.

We have contacted customer regarding issue, including ways to narrow down if the speed he is subscribed to is not sufficient for his use.  Follow up indicated that trial of the next higher speed did help but still some potential issues, a technician visit to investigate any remaining...

issues while using the higher speed was declined.