WOW! Internet - Cable - Phone

Do to the circumstances of this issue we have waived the outstanding balance. We have also sent an email to the customer as requested with the details of this resolution.

We have spoken to the customer and corrected the pricing to an agreeable amount very near the pricing requested. There was no other concern when contact was made so we will presume this issue resolved.

We were able to discuss this matter with the customer via email and reach a mutually beneficial resolution.

WOW! does offer waivers of the Early Termination Fee (ETF) in certain circumstances, as detailed in our Minimum Term Plan Terms and Conditions ([redacted]). Unfortunately, moving out of our serviceable area does not qualify as...

a Special Circumstance for an ETF Waiver. I apologize for the inconvenience.

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]

We have made no changes to the customer speed and he should be able to access the speed he is paying for. If he is having slow speed issues he would need to contact us for support. It has been posted on the bill since the discount was applied that it was only a 12 month discount. We have contacted the customer explained this issue. We have not participated in any poor business practices as the customer has been trying to indicate. The customer was aware when hey signed up that this was for 12 months so this was something that was addressed in the beginning. We have addressed all of the concerns involved in this issue and even contacted the customer to give him a lower price than what it went up to after his discount expired.

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.
I understand that the charges made to my account (as shown on the enclosed document)...

which were charged on 07/29/2017 have been removed.
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/07/24) */
Spoke with customer about issue. Educated that we sent his number rover to the requested company on the date he requested so it has not been applied to another customer. I have submitted a ticket to resolve the incorrect ID on the phone through...

the WOW! system. This should be resolved soon. Customer was satisfied with resolution.

Every statement ever issued on the account details that any discount given on services has an end point.  A given statement would also have the charge for a view magazine, so the customer did in fact have notification, both of any discount ending as well as the services on his account..  We have credited all charges for the view magazine subscription, there are no taxes or fees associated with this subscription.  The customer was offered $150 and repackaging to a lower price in exchange for keeping service with us.  He was not promised a credit otherwise, but rather specifically if he stayed he would receive the credit.  As the customer disconnected, he did not meet the conditions for the credit as offered, therefore no credit is due.  $107.83 as a final bill is the amount for charges for services used that have not yet received a payment.  No further consideration to this matter will be given.

The customer will not be compensated for any time to deliver the payment that he owes WOW!. After reviewing the account I see that all 4 payments that were returned to the card was caused by the customer or the credit card company. Our records indicate we returned to the funds due to a them being...

"fraudulent" payments. If the customer wishes to return to WOW! they can make a payment for the full amount and call in to get the service installed or they can call in and setup a time to get the equipment picked up.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  We have credited the $50 technician visit charge to the account and your account is now closed. If you would like to restart service you can contact the WOW sales team at...

###-###-####. Please let us know if there is anything else that we can do to assist you.

The DTA has been removed from the consumer's account, and the unreturned equipment charge as well.

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]

Our Account Research department has already processed this request and the Early Termination Fee has been waived.

Our local manager has reached out to the customer to address and resolve issue.

We received a complaint from this customer regarding an issue with receiving her refund check of $800.68. We did make make an attempt to reach her and advise her that as of 02/07/2017 the refund check will be mailed out in 7-10 business days. She should receive it in the mail by the end of the...

month.

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 as long as I receive the refund as promised, no termination fee and a [redacted] kit free of charge to me. These are the things that were promised to me today.
Sincerely,
[redacted]

The consumer has a DTA in the home. The consumer can return the equipment to the local office and not be charged for the equipment. The consumer was credited fairly as statement disputes are disputed within the first 30 days of our terms of service. We dd make the exception and credited beyond the...

30 days. The normal charge for the DTA is $2 per month.

Contacted customer and came to agreement on credit for service problems for which she will be receiving a refund. We will follow-up with her if there are any further questions or concerns.

We have discussed issue with the customer and will be sending someone out to take another look at his issue. As the customer is out of town till after this issue should be closed we are  closing this case and have given him our direct contact information in case he has any issues.