WOW! Internet - Cable - Phone

We called and spoke with this customer regarding the poor experience he had with our representative & supervisor. We will be reviewing those calls to coach those experiences appropriately. We reviewed the account, payments, balance, and bill cycle/due date with the customer. He understands his...

billing now, but states that he remains unsatisfied with the experience.

Initial Business Response /* (1000, 10, 2015/07/26) */
Called and spoke with customer. Agreed to mutual resolution on final bill.
Initial Consumer Rebuttal /* (2000, 12, 2015/07/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)

There must be a website login created in order to view bills online.  Bills are not sent to any email address, customers receive a notification that a new bill is available online for viewing.  Without a login there is no way to retrieve the proper bill.  Notification for the...

paperless statement fee is found on the customer's statements.

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]

This customer signed up for a promotion with a 24-month discount on the service, which includes $30.00 off for months 1-12 and $20.00 off for months 13-24. This was a verbal agreement, made over the phone when the customer ordered service. The customer is now in the 13-24 month segment of this promotional discount. The $30.00 discount that was included in months 1-12 cannot be reapplied.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11084355, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have applied the credit of $22.69 as the customer requested.

We have tried to contact this customer several times by phone and email to discuss the billing issue but have been unsuccessful in our attempts. Since we will need to speak to this customer to resolve these concerns we are closing this issue until we hear back from this customer.

The collections agency information has been updated. We are showing this is a $0.00 balance. It is a valid collections item so it will not be removed from the credit report but it should be listed as paid in full.

Initial Business Response /* (1000, 6, 2015/11/10) */
Customer has already been credited the technician
visit charges before this case was opened.

The customer has been advised that the disputed bill was generated before the account was closed out. We have since mailed out an adjusted final statement and will be remitting a refund to this customer.

We have reached out to this customer and she reports that the issue is resolved for now. She has the direct contact information for our Executive Response Team and our local Lead Field Tech if she has any further concerns.

Complaint: [redacted]
I am rejecting this response because:Hello this is [redacted] I found someone to fix my wall on [redacted] I agreed to his price after I was quoted that it would cost more than I was willing to pay it was $600 in supplies and $300 in labor and I agreed to pay him in cash I did help some to keep the price at $900 it was strictly a cash deal no I have a written warranty and he did agree if any issues occurred he would come by right away wow has known this and I feel it's another stall tactic.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/06/02) */
Service was restored from season on April 7th, 2015 the max seasonal hold can me place on for which is the 6 months. Charges going forward from this date are valid. When your father called in service was restored by sending signal to the...

equipment. We have no proof service was out this full time. As a courtesy I will meet you half way on the amount of $137.54 and issue a credit of $68.77. Please be advised this is a 1 time credit for this type of situation. If you have any further questions please contact customer care at 866-496-9669.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate the effort, this response is not satisfactory. You state that you "have no proof" that service was out at this time. Our word is the proof, as nothing was working when he returned home. We have contacted WOW 3 times now, and each time received a different response. First response - the service was working. Second response - sometimes if you don't use the service it quits working. Third response - when he called service was restored by sending a signal to the equipment. He is a good customer and honors his side of the agreement. He was perfectly willing to pay for service in April whether he was there or not, but clearly the service was not working and required his time in contacting the WOW again to have his service restored in May. If this is a 1 time credit, please credit the full amount that he is due. I appreciate you making this offer as a courtesy, but to me it is actually a valid refund for services not rendered. Thank you.

The consumer was credit for the erroneous charges on 01/31/2018. The account was also corrected in that the modem charge was removed.

We have reached out to this customer to resolve his billing concerns. We are putting him in contact with our local customer advocate to ensure that the service concerns are resolved. The customer has our direct contact information for follow-up if needed, but we will be contacting him to ensure that...

the problem is resolved.

I have contact the customer and we have come to an agreement of waiving the renaming balance and the past due amount will show up as paid in full.

[redacted], I apologize this was not handled earlier. We have cleared the remaining balance on this account and you now have a $0.00 balance with us. You should no longer be receiving a bill.

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]

Final Consumer Response /* (2000, 6, 2015/04/14) */
I called and spoke to customer service representative, Lucas. He was not willing to assist me, so I requested a supervisor. He was reluctant to allow me to escalate but I insisted.
Spoke to call center supervisor, [redacted]. I explained the...

situation to her and she agreed to resolve the matter. After placing me on hold for a few minutes, she came back and assured me that the $22 reconnect fee would be waived, as would the $10 late fee. I confirmed that the only amount due is the normal monthly service charge and she agreed. I asked her to confirm that the service would not be interrupted. She confirmed that service will not be interrupted.
This matter is now closed satisfactorily. Thanks!