WOW! Internet - Cable - Phone

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: the entire bill amount was $60.22. Billing Date : May 7, 2013. I paid $30.22 on Feb 22, 2016. I was told that $30.00 was credited to my account and the balance was then $0.00. Remove the balance owed from my credit report. I never received a bill until I got one March of 2016. (Which is the copy of original bill dated May 7, 2013. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 9, 2015/11/11) */
We spoke to the customer and provided credit for the problems. The indicated they were satisfied with this resolution.
Initial Consumer Rebuttal /* (2000, 11, 2015/11/12) */
(The consumer indicated he/she ACCEPTED the response from the...

business.)
I was able to finally reach someone on 6 November that helped resolve the issue. Important note is that no one called me, I continued to call even after filing the complaint and not until I called back and finally got a supervisor

You did pay WOW! and clear the bill however you final payment didnt happen until after the bill was sent to collections.

Final Consumer Response /* (2000, 10, 2015/10/09) */
10/8/15 @ 8:15pm
We received a call from ERT (Executive Response Team) and was informed that the fee was removed from our account. We were also informed that there was a charge to our account for a new cable drop to the house that the service...

tech said was needed. We did not ask for this service and have not seen a bill for it yet. However, the ERT representative said he removed that fee as well because it should be their responsibility.
We are currently happy with our resolution and look forward to many years of trouble free service from WOW cable and internet. However, this process took longer than we fell was necessary.
Thank You,
[redacted] & [redacted]

The consumer does not have an balance where the consumer is owed a refund. The August 11th, 2017 statement reflected a balance of $383.47. The consumer processed this payment by phone for the specified amount for services rendered. WOW! considers this case closed.

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]

Thank for you contacting WOW via the Revdex.com. I apologize for the inconvenience that you have experienced. I reviewed your account and see that you had multiple problems with your service and had to call in many times. There were credits applied to your account previously, but after...

further review, we have credited your final balance leaving a $0.00 balance on the account. We hope you will consider returning to WOW in the future.

We have spoken with the customer and have gone ahead and waived the Early Termination Fee of $100.00 and already applied it to her former account.

We have not been able to reach this customer by phone to resolve this issue. We left voice messages on both contact numbers that we have on record. She is welcome to return our call so that we can assist her in this matter.

Complaint: [redacted]
I am rejecting this response because:Yes, WOW did come out and pick up their equipment as scheduled today 7-25-17 @ 8:55am. However, I would like to wait before this case closes to receive my final bill to ensure that all credit has been adjusted correctly. I did pay my bill for the entire month of July, 2017 and service has been discontinued. so, some adjustments needs to be made regarding July 24th through the end of the month and the two days of no service the previous week (July 17th & 18th). Also please ensure that WOW has not made any reports to any credit Bureau. Thanks
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/05/21) */
The Money-Back Guarantee was denied because the account did not meet the requirements for the agreement of the Money-Back Guarantee. Please review below. If you have any further question please contact customer care at 866-496-9669.
60-day...

Money-Back Guarantee
Money-back guarantee available to first-time subscribers for refund of first and second regular monthly payments made by customer for WOW! services (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, long distance and other usage based charges). To be eligible for a money-back guarantee refund, customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within 60 days of service activation. Refund will not apply if service is reestablished by customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change.
Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The door-to-door person that this company sent out to talk to the people, promised me the money-back guarantee as he knew my reservations about going back to a company that broke my television last time I had their services (locked me in a DVR as they broke my cable connector off the TV). WOW told me they do not support what is being told out in the field when I phoned customer service to dispute this bill. I do not owe any money to WOW. I never disconnected my services with [redacted] My phone, internet and cable were still being provided by [redacted] WOW needs to provide a detailed description of exactly what they feel $39.48 consists of in services they provided to me. I took WOW's equipment out of my home, and drove it to the [redacted] location immediately upon learning my phone didn't work, my internet and cable wasn't working correctly. WOW provided nothing to me other than a headache of inconvenience of poor customer service and lies. I telephoned the [redacted] and [redacted] I was informed that WOW has a history in this town since coming to Birmingham for poor customer service and lying to people and tricking them into signing with them and locking them in. This company should not be allowed to deceive the public and elderly. In WOW's best interest, this bill needs to be written off as I plan on fighting against this until justice is served. I have other people that have the same complaints against WOW, and they have all removed their services with them. There has been complaints filed with the [redacted] to attempt to not allow WOW in the town deceiving our elderly and trusting people. This is an example of their poor customer service. Their response is classic quoting policies. How can policies be quoted or used as a defense when I was told to my face, in person, that services were going to be cheaper, better and guaranteed or my money back PERIOD. Zero language of when, how etc. the guarantee was based upon. I expect WOW to not be honest as there is no history with them to do otherwise. I stand firm on this complaint. People should be able to trust a company that prides themselves in advertising great customer service. WOW is not that company.

We have already received these complaints from the customer outside of Revdex.com and addressed them at the executive level over the past several months. We have found these allegations to be unsubstantiated and will not give any further consideration to these false claims.

Complaint: [redacted]
I am rejecting this response because: This is just a sad excuse by WOW. There is no reason to keep responding and saying the same thing. The services have improved since they last made some repairs, but they are giving up. All WOW is doing is taking the easy way out.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/08/06) */
Customer was already contacted for this issue. She has received a credit for customer satisfaction. At the time she choose to start using the Equipment in question it was the price she was paying. Later we changed the price for new customer...

going forward. We have since changed the price for this customer as per her request.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive the credit on any bill as yet. I was told to take it or leave it. They are still charging me for equip that was returned. I have been overcharged for 3 years - they need to make that up to me in cash or services going forward. If they can't see that, then my business will go to another cable provider. There does not seem to be a middle ground here, it is all about them? How can we compromise with their attitude being as it is?
Final Business Response /* (4000, 9, 2015/08/13) */
Client has not seen the credit on the bill, because her new monthly statement has not yet been printed & mailed, yet. She will see the credit reflected on the August statement.

We sent a lead technician out to resolve the service issues. Since the technician was out, there has been no further service issues. We have applied an appropriate credit to the account for the service issues and are now assuming this case as closed.

We have a list of authorized locations where consumers can make payment. Please visit the website: [redacted]s. These include drop off locations.

Initial Business Response /* (1000, 5, 2015/10/31) */
We have contacted the customer to help them with their bill, they indicated they were satisfied with this result.

We have been unable to reach this customer by phone in our attempts. We are closing this case as we would need to talk to this customer before taking any action on the account.

Initial Business Response /[redacted]/
Unfortunately a cancelled check with a stamp is not proof that a check cleared the bank account. We need a bank statement showing proof that the payment cleared the account. please fax in the required documentation to research the payment. If...

you have any further questions please contact customer care at XXX-XXX-XXXX.
Initial Consumer Rebuttal /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
We sent proof of the check coming out of our account on [redacted] 19 . It was faxed to XXX XXX XXXX. Our account still shows us owing $170.95.
Final Business Response /[redacted]/
We have have not received this documentation as I showed that you where informed of yesterday January 1st. Please fax in the required documentation again so we can get this situation addressed for you. If you have any further questions contact customer care at XXX-XXX-XXXX.
Final Consumer Response /[redacted]/
(The consumer indicated he/she DID NOT accept the response from the business.)
We have sent all the documentation in letter form to all four executive officers of the company which should have arrived last week. I see no need to have to fax you information multiple times when it is costing me every time I do it. you would not except me to make such a request.We faxed the info thru Stables and have a record it went thru on 5 19 at 12;16 pm, from fax number XXX XXX XXXX,Ser.[redacted]XXXXXX. we sent to fax number XXX XXXXXXX per transmission verification report