WOW! Internet - Cable - Phone

We have spoken with this customer and they have stated that the issue has significantly improved. They have indicated if they have problems in the future they will reach out to us.

The disputed equipment has been removed from the account and the refund due will be processed. The customer should receive that within the next few weeks.

The customer received the 131 price that was mentioned. However with any new installation of service there was an install fee that caused the bill to go up to the higher amount as it is a $50.00 install charge.

Sent email that we can confirm payment was received for the final bill, which was originally dated 4/2/17.  Advised while we can confirm, we cannot provide confirmation on behalf of another entity, he is encouraged to ask for confirmation from [redacted].

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 am satisfied with the equipment being removed from my account. 
Sincerely,
[redacted]

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  We have not been able to reach you by phone, when I review your account I see a technician was out and resolved the service issues have been resolved. You account has...

been credited $163.86. Please let us know if there is anything else that we can do to assist you.

We have identified an error on the customer's account that caused it to be improperly show as delinquent. We have corrected the error and restored service to the customer and issued a credit for the improper interruption. We have left a voicemail and sent an email to the customer regarding this...

matter. If there are any other questions or concerns, we do welcome the customer to respond to our call or email.

Complaint: [redacted]
I am rejecting this response because: My services were never interrupted. You need to fix your equipment that reports that information. One of your employees told me in January or February that sometimes the service shows interrupted and it has not been. The reason I was told this is because I checked on a bill as to why it was high. I was informed that I had been disconnected on the 3rd of the month. I told them that there was no way I was disconnected because my disconnects do not come up until the 18th-20th. At which point I was apologized to and the charges were waived.
Sincerely,
[redacted]

We have processed and sent out a refund check to the address that was requested. We have attempted to contact the customer to advise of this but have not been successful.

Initial Business Response /* (1000, 5, 2015/05/20) */
[redacted] I'm sorry to hear about the situation you had with the install and having your phone line cut. I apologize for the inconvenience we have caused you. I have issued a 1 time credit of $50 to compensate for the problems we have caused as...

well as address this with the Supervisors who handled this situation.
Initial Consumer Rebuttal /* (2000, 7, 2015/05/24) */
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept it because it seems fair. I hope this does not happen to anyone again.

We have made an offer that we believe is fair and agreeable to the issue that was brought up. It is contingent on receiving a payment for the remaining balance. We have made a good faith effort and only been meet with refusal from the customer. We will still honor this deal that they did at one point agree to.

The alternative to agreeing to signing up for a discounted rate in exchange for agreeing to pay for services for a set amount of time is to have monthly service that does not have these discounted rates.  Disconnecting, including moving to an unserviceable area, is breaking the agreement to pay for services for a set amount of time in exchange for a discounted rate.  The early termination fee is valid, no further consideration will be given to this matter.

Complaint: [redacted]
I am rejecting this response because: I have not been able to reach anyone. They contacted the same phone number twice.  I returned the call and left a message. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I reset the password.  Still does not work.  This problem has been ongoing for months now and occurred at least once before this.  Extremely poor customer service.  I want some compensation because I have been unable to use this service that I have been paying for and I want it fixed now.
Sincerely,
[redacted]

The contract was made via verbal agreement over the phone, including a two-part legal service agreement, to which the customer responded with a 'Yes'. WOW! Annual Choice Plans, Term Choice Plans and Annual Saves Plans are verbal agreements that are legally binding.

We have made multiple attempts to call the customer and resolve this matter. He is welcome to return our calls so that this matter can be resolved.

We stopped the billing in December when you cancelled your service. The bill in January was fro time use in December that you had not yet paid for. The bill is valid and will remain with CMI.

Initial Business Response /* (1000, 8, 2015/09/24) */
We have credit the customer one month of service for this miscommunication with a representative. The rep stated they had no bill and were at a 0 balance.
Initial Consumer Rebuttal /* (2000, 10, 2015/09/28) */
(The consumer indicated he/she...

ACCEPTED the response from the business.)
We were initially told by customer service that our monthly fee would be waived and it never was so I will believe it when I see it. When we called back to find out why, we were told there was no record of the initial agreement. If the monthly fee is indeed waived, this is an acceptable resolution.

Initial Business Response /* (1000, 11, 2015/08/27) */
The only phone number we have for this customer rings as out of service. The customer has already disconnected service, we have credited their final bill back to a Zero balance.
Initial Consumer Rebuttal /* (2000, 13, 2015/08/29) */
(The...

consumer indicated he/she ACCEPTED the response from the business.)

WOW! was able to address the consumer's issue with internet service problem. We were able replace the equipment and test the connection extensively. The repairs that was completed by our field operations resolved the consumer's issue.