WOW! Internet - Cable - Phone

The customer recently had a technician come out to his home to address the ongoing cable and internet issues. He has not has any issues since then, but we have provided him our contact information if he should have any issues in the future with the services. We have also applied a $149.22 one time...

credit to his account for these issues since February 2016.

Revdex.com:
I have reviewed the response made by the business in reference to...

complaint ID [redacted], and it is in fact what they offered ($70 + the lower rate) but I have (to date) not received the actual credit on my account. I continue to have service issues and have even had to call for technical support during the time period of this complaint. But am not hopeful that there is anything that they can do to fix the issue because even with my modem plugged directly into my [redacted] I cannot consistently maintain the speed that I am paying for or stream a movie without issue. I will give them one last chance to address the issue and if it is not resolved will seek service with another provider.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I would like a formal response from the company for visibility within the Revdex.com site for other consumers.
Sincerely,
[redacted]

[redacted],I apologize for the poor customer service you experience when working with us here at WOW!. Your first bill  was $148.19. A change was made 3 days into the billing cycle, adding video service. There were some partial month charges and credit applied which were reflected on the next bill that came out for the $374.81 (which including the original $148.19). You stated that you one recived the first bill, however I am sorry you didnt get any of the others. They were not returned by the Post Office, but I also see that you registered on the website for email which means you would have been able to see all of your monthly statements online. Hopefully you will have receved the duplicate statements that were sent out. If so, you will be able to see the  $63.67 for the partial month charge of new cable service from 11/06/2015 to 12/02/2015. These are charges you did agree to when upgrading. A representative from our Executive Response Team, calling on behalf of the corporate office, contacted you by phone to discuss these concerns and you disconnected that call.  I understand you may have been furstrated with previous interactions but we were trying to explain your billing questions. I also apologize for the confusion with your due date, there is a ten day grace period available after the due date provided on your bill, one of the dates was the due date, the other was the last day of the grace period, before your bill would have become past due. Unfortunately since the payment was not posted to your account  before either of these dates, there were valid late fees applied to the account.

Advertised offers are available to new residential customers. This is stated on our website and our ads.

Customer actually had an email correspondence with us on 8/14, where he was told his final balance would be prorated from the date of disconnection, and the prorate was about $134.  Confirmed that the prorate was in fact exactly $134 as discussed leaving a valid final balances of...

$98.45 for services prior to 8/10.  Response to customer provided previous email thread as well.

Complaint: [redacted]
I am rejecting this response because:I called again with my mother on the phone they created a...

new account for mother as they should have done the first time. They put service in my name again after I dropped off boxes in error. And if they digged a little deeper the first call they could have simply created a new acct for her that first call. They ended up creating new acct cause they knew they werw wrong.
Sincerely,
[redacted]

We have dispatched our lead technician to resolve this customer's service issues, which have been resolved.

WOW! does not have a write-off in the name of the complainant, and we cannot discuss an account with anyone but the account holder.If the complainant wishes to file a dispute, she should do so through the collection agency.

The customer has been credited the $157.20 for service issues. His service are currently working and he is directed to the executive response team in case any further issues occur.

We have determined that Mr. [redacted] came in and questioned his bill on 1/9/18. It was found that in 2005 Mr. [redacted]’ family wanted him to have caller id and they wanted to pay for it. In 2006 Mrs. [redacted]  said that she would be paying for the caller id and requested that it be billed in...

January of each year. It has billed this way each year since. Mr. [redacted] questioned his bill this year; to assist him the future billing was removed and he will no longer be billed in January for one year’s service of Caller ID.  Also the Caller ID was left on the account as a non charging feature. We have looked at the account and there is currently no other plan available that would be less expensive. As the caller ID charge has been removed from future billing, we consider this matter to be closed.

Complaint: [redacted]I am rejecting this response because: There have been numerous technicians out and the problem has not...

been resolved. They really aren't sure what the problem is and at this point I just want my outstanding balance credited. I do not feel that I should have to continue paying for terrible service. A company this size should be able to figure out what the problem is and not have to send different techs out each time.  Sincerely,
[redacted]

(The consumer indicated he/she DID NOT accept the response from the business.)
We reached out to Wow multiple times and it took Wow two months to respond. In my opinion this...

issue is beyond us being capable of coming to an agreement talking directly to Wow. They are not professional and I am tired of waiting for them to make this issue correct speaking one on one. I desire a professional response to my desired resolution through my Revdex.com complaint. Thanks.

So the discount on the bill shows how much you are getting for that month applied to your bill not what it will be for the life of the discount. The pricing changed on the 13th month as was the agreement when the customer signed up with this offer.

Initial Business Response /* (1000, 14, 2015/11/02) */
We have already placed the customer on the discount that will put them as close to the price as we can get. They where offered $96.00 before tax, being that taxes fluctuate and we don't control that there monthly balance appears to a bit...

different by a few cents than they requested. Issue resolved.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. We have tried calling multiple times and been unable to make contact. The customers base rate, which was subject to the rate guarantee was not changed other than in January 2014 when the...

customer upgraded their phone service. However the guarantee does not extend to any added discounts put on the customers account or any taxes and fees. The account has never been at $250, and the current monthly rate is 125.50$ plus taxes and fees, we are happy to work with the customer to attempt to lower the bill, but all bills during the contested period, 12/2013 - 1/2016 are accurate. If the customer can provide the best time and phone number to reach them, we can call to discuss possible account changes that will help reduce their current monthly rate.

Complaint: [redacted]
I am rejecting this response because: the complaint was made to remove the remark WOW cable has on my credit report. I paid in full the balance to avoid additional problems...

with my credit report. However, the remark WOW cable made on my credit report was false. My request is that they remove it. I received a call from someone representing them and called them back twice. I have yet to speak with someone. 
Sincerely,
[redacted]

Customer was assisted with a password recreation on the account they were unable to log into.

Initial Business Response /* (1000, 10, 2015/06/11) */
I apologize that you were not informed for the additional fees when you questioned the sales agent. This call is being reviewed and will be addressed with the agent. I have issued a $80 credit to your account due to the situation, this will...

show on your next bill statement. Unfortunately these fees cannot be waived. If you are still unsatisfied I want to make sure you aware that we do offer a 60 day Money-Back Guarantee - http://www.wowway.com/terms-and-conditions/south/rate-guarantee-and-money-back-g...⇄ If you have any further question please contact customer care at 877-566-5649.

Complaint: [redacted]
I am rejecting this response because it is simply unfair business practices to charge a consumer for services that cannot be provided by the company.   
Sincerely,
[redacted]