WOW! Internet - Cable - Phone

Complaint: [redacted]
I am rejecting this response because:Inappropriate/unreasonable/lack of compassion
Sincerely,
[redacted]

Complaint: 11080665
I am rejecting this response because:WOW customer service representatives are extremely rude and impossible to talk to. As of now, I have spoke to 4 different representatives and each one of them gave me a different response, different amounts owed and different payment due dates. When they skated around the $70.00 worth of "extra charges" that they added onto my bill without any prior knowledge of these costs, I asked them to email or mail a breakdown of the bill. Every time I asked for a visual breakdown of the monthly costs, I was yelled at, told I wasn't listening and that I was going to get hung up on if I didn't listen. I don't want to listen. I want them to to send me a copy of not only the billing statements but also a signed contract from me stating that I agreed to pay $70.00 worth of "extras" that I was NEVER informed of. WOW cable is making up their bills as they go. They still have not explained on paper how I owe them for the charges they've added to my two months of service. I have gotten a direct tv and AT&T since this. I will never do business with WOW again, and I will make sure that anyone that I personally know (I know many people) will never be duped into getting their service either. I can't wait until a lawsuit is filed for billing fraud because I will most definitely be happy to sign onto that. 
Sincerely,
[redacted]

We dispatched our lead tech to inspect and address any issues with the wiring. Issue has been resolved.

Initial Business Response /* (1000, 6, 2015/12/03) */
Customers issue was resolved and a credit has been applied to their account for the trouble.

We have attempted to contact the customer to resolve this issue and left a voice mail on his phone. We ask that he return our call so that we can ensure that a resolution is met.

We have reviewed the initial sales call, and found that it was explained that there was a $20.00 promotional discount that would expire after 3 months. Price is valid & was agreed to by the customer. We attempted to reach the customer by phone, but there was no answer. We left a voicemail with...

our contact information and emailed him regarding our findings. The customer is welcome to contact us directly if he has any further questions or concerns regarding this matter.

Maintenance work was completed today 9/6 to resolve any remaining signal issues.  We fully encourage letting us know about any service issues at any point after completion of this work, however fiber optic to home is not a service that we provide.  This portion of the requested...

resolution is not within the confines of services that we provide.

We spoke with this customer on the afternoon of Wednesday, May 24th. At that time, he stated that he was charged NSF fees by his bank. This was not disclosed by the customer nor...

his bank at the time that our Account Research team had a conference call with the customer and his bank. Advised the customer that we will not be able to issue any further credits to his account until we receive confirmation from his bank regarding these fees. Our Account Research team attempted to reach out to the customer on Thursday, May 25th and left a voicemail, advising that he will need to fax a copy of his bank statement and has been provided the direct number to our Account Research team to follow-up and resolve this issue. No further credits will be issued to his account without documentation.

Final Consumer Response /* (2000, 9, 2015/07/20) */
The company apologized and has issued a credit to reconcile my trouble and aggravation

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  I reviewed the call you placed to sign up for service and there was an error on WOW's end with your pricing. We have applied a discount to correct your monthly rate to...

the rate you were told and backdated it to the date of install. Your new current balance is $107.96 and will continue to be about $108 per month after taxes for the duration of your 12 month contract.

There is no history of technical issues on the account.  The first report of any internet issue was during the call to disconnect.  Customer was offered a technician to resolve a technical problem, otherwise an early termination fee would apply.  Technician was declined.  The...

early termination fee is valid and will not be waived.  No further consideration will be given to this matter.

We stopped charging for services in November the outstanding bill is for time used that was never paid for.

Complaint: [redacted]
I am rejecting this response because:once again,...

WOW refuses to acknowledge that they placed my account in collections wrongfully. All I am requesting is that they respond to that. I am not sure why they are ignoring my request to clean up my credit. I would like for WOW to contact collection and correct that account was wrongfully placed in correction
Sincerely,
[redacted]

Unfortunately, we are experiencing trouble in your area. Our technicians are currently working to restore service as soon as possible. We are continually working to manage our network to keep outages and service problems to a minimum. Rest assured that this is a top priority for our company.

We received a complaint about a billing issue with multiple technician visit fees that were charged to the customer's account. We have already gone ahead and credited back the technician visit fees, and there is a credit balance of $163.04. We have agreed to issue the refund check sooner than the...

normal 4-6 week time frame. We are closing this issue since it has been resolved.

Complaint: [redacted]
I am rejecting this response because:I have received, and understand WOW's explanation concerning my personal phone number appearing online.  I have just sent an email to a person simply named [redacted], @executiveresponse, at WOW, stating the following:  I requested...

that starting today, August 10th, 2017, I want to discontinue service from them for a "non-published" listing, because I am not going to pay for something that they, for all intents and purposes, have no control over.  In addition, I requested that the service of my "Line ID Block" be discontinued as well.  Obviously, I fully expect both of these charges, beginning today, to be removed from my billing statement.  I stated to them that I was not canceling my WOW service, simply requesting these two phone services be removed, and  not charged for after this date.  
Sincerely,
[redacted]

It appears we were able to get a technician out to this customers home once the contacted us about the service issues. I am not showing any records where the customer called us and told us he was having a service issue. As we were notified of an issue in august and fixed it in that month I will be...

applying an credit to the customers bill for $27.50.

We only have four days of reported issues with this customer's service which have been credited onto her account. As a courtesy, we added an additional $50 credit onto her account. If the customer would like to have their services turned back on the full balance minus the $50 and a reconnection fee...

will be owed. We attempted to contact this customer to explain this but were unsuccessful in our attempts.

The consumer has this issue resolved at this time. Our warehouse corrected the issue. Left a voicemail with the customer regarding this issue.

I haven't had service in how long and still being billed ...I need this corrected I haven't had service in 3 mos and still being  billed 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]