WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 11, 2015/10/23) */
The customers account was credited, the equipment removed and a refund check was mailed on 10/1. This customer has disconnected their account with WOW.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/26) */
(The consumer indicated he/she...

DID NOT accept the response from the business.)
I partially accept their response. The business did ultimately close my account and issue a refund check. However it took too long and multiple calls to the call center. I do want to acknowledge that after repeated calls to WOW's call center, I called my salesman Mr. Rhett Billings and he resolved this; I hope he recognized for his good work.
Also the business has not stated what it will do to prevent this from happening again which I requested in my complaint. Also note the business did not respond to the Revdex.com in a timely manner.
Final Business Response /* (4000, 15, 2015/10/28) */
We apologize for the delay in responding to the initial Revdex.com communication, there were issues receiving email from the Revdex.com through the firewall at our corporate office, those have since been corrected. I appreciate the feedback about the sales representative and I will pass [redacted] kudos to their direct supervisor. Rest assured that the entire process you experiences is being reviewed by our office and the calls to our customer care department are being reviewed so we can learn the these missteps and continue to improve in the future. Again, I apologize for the problems you experience and we are working with all related departments to correct these.

We have our local management team working with the customer to find a resolution to their service issues, but the customer is out of town until 7/20, can the deadline on this complaint be extended to 7/27 to provide us a chance to work with the consumer?

Complaint: [redacted]
I am rejecting this response because:As noted in Wow response they took/ STOLE MONEY  from my account. That means they go in customers accounts and take what they want even when a bill is not due. Their response is saying that they stole money that was not theres to take to pay for a future bill and then they are trying to say that they had a right to do this because I was late well I was not late for the future bill and therefore, they need to do more. They stole from my bank account and lied when I called them on this and said I made an automatic payment and I know I did not. if I went into wow account and took money I would have to go to jail for theft. There has to be someone higher I can talk to about this because they committed theft. I dont care if I am using the service now, the fact is they stole the money to pay for a service date that had not arrived and blamed me for what they did. THEY COMMITTED A CRIME.  SO NO I DO NOT ACCEPT WHAT THEY DID.
Sincerely,
[redacted]

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. I have credited the install fee that was charged. After reviewing your account it appears you have already paid the install fee with your first month's bill so you will see a credit...

balance on your next statement. Please let us know if there is anything else that we can do to assist you.

Our...

records show that the account holder logged into the Online Account Manager on our website for his account on 9/15/2017 and registered a checking account for automatic payments. A confirmation would have been sent to the account holder's email address. When the bill cycled on 10/1/17 with a past due balance, the account was drafted for the balance in full on 10/02/17 as it was due upon receipt. On 10/04/17, the account holder called Customer Service to cancel autopay.As the account holder signed into our website with the username and password for the account and registered for automatic payments, the draft from the checking account was authorized and is valid as charged.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and I am happy to let the FCC continue to assist me with my issues concerning WOW Cable.
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/08/12) */
We have applied a credit for 1 month of internet service to the customers account and have tried reaching them 5 times and have been unable to make contact.

Initial Business Response /* (1000, 8, 2015/10/15) */
We have contacted the customer and informed them we have removed the charge for equipment. There new total should be update shortly.

We are reissuing the refund and have sent an email to the customer with the details.

Complaint: [redacted]
I am rejecting this response because: I did not agree to the charge. I am no longer a WOW customer, so wow just needs to credit the one month. Otherwise, I will file complaints with other agrncies too.
Sincerely,
[redacted]

The consumer missed a payment from 5 years prior. The consumer has been repeatedly past due. The consumer has made payments toward the past due but never paying the full balance. Consumer has a balance of $299.37 and is valid.

Initial Business Response /* (1000, 5, 2015/07/24) */
Applied credit customer requested. We should have taken another look and diagnosed this issue rather then requesting he get unnecessary work done. Was unable to speak directly to customer but issue should be resolved.
Initial Consumer...

Rebuttal /* (3000, 7, 2015/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I received I final bill on 7-20-15 from Wide Open West and there were two charges that I will not and should not have to pay for. There was one charge for 50.00 for a Tech Visit. That I will not pay for because it was your faulty equipment that caused the issue. The second charge for 50.00 for equipment pick up I will not pay for. If I was made aware of a charge for pick up I would have made arrangements to drop equipment off my self no one told me there was a pick up charge. I need to have both charges removed and reimbursed for the 250.00 dollar electric bill that was unnecessary. I also attached a copy of the bill that I will not pay for.
Final Business Response /* (4000, 9, 2015/07/30) */
We credited the fees mentioned by the customer and will be mailing a refund check to the customer. I spoke with the customer today and they indicated they are satisfied with that resolution.

You were notified of the increase in your June bill. Your initial offer upon setup was a price with a 12 month discount not a rate guarantee. Your bill is the price it is supposed to be so there is no refund due.

Our field operations team has been unsuccessful at reaching the consumer to assist with resolving the issue. We contacted on 10/11 and again today 10/25.

Initial Business Response /* (1000, 25, 2015/10/30) */
We spoke to the customer and explained their services and offered a credit for the confusion.

Complaint: [redacted]
I am rejecting this response because:I am really disappointed, especially since I am a returning client that has honored all previous service agreements AND referred/recommended business to you. Be sure I will post on [redacted] and in any cable service conversation that I have from here on out until I DIE of this instance and not to use your service as you all seem to not understand life and circumstances changes and there should be flexibility and understanding.At this point, I look forward to no longer continuing service with this company. YOUR GUI and On demand sucks anyway!Hello [redacted], here I come. 
Sincerely,
[redacted]

We have attempted to reach out to this customer on both contact phone numbers provided, leaving voice messages on 12/5/16 & 12/12/16, but have not had a response. We welcome the opportunity to discuss and resolve any outstanding issues as soon as he is willing to respond.

We have tried to contact the customer several times to discuss the technician appointments and the credit that was requested. We still have had no luck reaching this customer. Due to the issues with the customer service, we have credited the remaining balance on the account. We are assuming this case closed as we did provide the resolution that was requested.

The customer was aware of the upgrade and the increased price and it was explained after the upgrade was put through on 12/13/2016. We are also showing that the customer does not own the modem if this has changed she can update her modem information with us and we would be glad to correct this.

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]