WOW! Internet - Cable - Phone

There is no outstanding balance for this account to review.  All balances were waived already under 30 day period.

Complaint: [redacted]
I am rejecting this response because: because my number is being ported before this response. Sick and tired of liars. 
Sincerely,
[redacted]

Complainant has been advised that this type of unauthorized charge would need to be disputed through is bank, as we cannot initiate that dispute from our end.

We have asked our Account Research (billing) team to look into this matter and follow-up with the customer to resolve this issue.

I am just not satisfied with their clipped responses. They have demonstrated that they don't care about how their customers feel.They say they have the best in customer service and great wireless service. Yet I have not experienced it.I switching anyway because when customers are not important then it's time to move on.

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 [redacted] 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 he signed up for this service plan should he cancel the service after the 30-day grace period.

Initial Business Response /* (1000, 10, 2015/04/23) */
The $2 charge is for process a payment at a local office with a direct agent or over the phone with a Customer care agent. You can avoid this charge by making the payment online at www.wowway.com, using our phone system, setting up auto-pay and...

mailing in the payment. The $2 sports surcharge if to offset the cost we have to pay to broadcast companies. If you have any further questions please give customer care a call at 877-566-5649.

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]

Complaint: [redacted]
I am rejecting this response because:[redacted], hello. I returned my cable and modem boxes to WOW! on Monday, June 6. When the technician came out to fix the repairs the last technician left behind, he hit my trashcan with his truck and spewed my trash all over my driveway. I have pictures of all these incidents from this UNPROFESSIONAL company. Not only did it take almost 5 days to get a supervisor to even respond to me, but then to have him hit my trashcan and leave my trash everywhere is just a disgrace the company as a whole. I will NEVER recommend this company, and will defer anyone inquiring about your services. Thank you and good day.
Sincerely,
[redacted]

We have made attempts to call this customer on 9/12, 9/18, & 9/20 with no answer & the voicemail box is full, so we cannot leave a message. We have also sent an email to this customer, but have not received any reply. If customer is still seeking a resolution, we will need a phone number at...

which she can be reached.

Complaint: [redacted]
I am rejecting this response because: it is...

unsatisfactory and I did not agree to accepting a credit on my account for such an amount. I tried several times to reach someone who would be able to resolve my issue but none of your employees seemed to be bothered with the fact that I required internet connectivity for both work and school. As a result I lost wages due to not being able to log in and do my work. 
Sincerely,
[redacted]

Account reviewed, and all services were deactivated during money back period.  Removed all charges from account.

The customer has previously filed the same complaint with our corporate office. On 7/10/17, we spoke with the customer and explained to him that the terms of his plan include a discount that decreases by $10.00 after 12 months, which is why his bill increased from $25.00 to $35.00. The rate for the...

first 12 months of service at $25.00 per month cannot be reapplied. We attempted to offer an alternate solution at $30.00 per month, but he refused. If he would like to accept the alternate solution we provided, he is welcome to reach out to us.

We have tried to locate the old account the customer mentioned with the information provided, but there is no old account at: [redacted] Saint Petersburg, FL [redacted] and the customer has not provided us with a phone number in the complaint. If the customer can provide the address where the...

service was located or the account number we would be happy to look into this.

Complaint: [redacted]
I am rejecting this response because:I was lied to by your agents and given false info. 
Sincerely,
[redacted]

We have reviewed this matter and agree to issue a credit for the missed appointment fee.

Initial Business Response /* (1000, 5, 2015/04/15) */
I have issued a credit to the account to take care of the remaining balance of $77.92 do the situation with the information you have provided to be about the install and [redacted] service. I apologize for any inconvenience we have caused you. If...

you have any further questions please give customer care a call at 866-496-9669
Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

We have reviewed the sales order and there is no agreement to a free modem. The modem rental cost is stated twice on the sales order.The customer's modem was rendered incompatible with WOW! due to changes made to it through previous use with another provider. We cannot take responsibility for this...

by replacing his modem with free equipment rental from us.The customer may swap the rented modem for a comaptible modem of his own to eliminate the rental fee. We have offered two weeks to release the customer from his contract with us in case there was any miscommunication on our part.

Initial Business Response /* (1000, 5, 2015/04/15) */
The service was turned off for a past due balance. We have waived the reconnect fee when service was restored of $40. In the future if service is disconnect this will be a valid charge as well as the equipment pick up charge. This can be avoided...

by returning the equipment to the local office.

Spoke to person who filled the complaint not longer wishes to sign up with WOW!. We will however be looking into his experience in hopes to prevent this in the future.