WOW! Internet - Cable - Phone

As mentioned in previous responses the customer is aware that they will be charged for reactivation fee's we will not be crediting any of these. We offer the extension as a courtesy to our customers and notify them of the fee associated with restoring services. The customer account has been disconnected and is no longer active with WOW!.

Initial Business Response /* (1000, 11, 2015/08/05) */
We have tried to reach [redacted], leaving multiple voice mails with a direct contact number and have yet to make contact or hear back from this customer.
Initial Consumer Rebuttal /* (3000, 13, 2015/08/06) */
(The consumer indicated...

he/she DID NOT accept the response from the business.)
My work schedule and theirs is not matching, I can not except calls during the day except Monday
I called back and the Gentleman is not in when I can call at 5pm Mountain time
Pleas call me XXXXXXXXXX Mondays 800-430 MT time
Final Consumer Response /* (4200, 20, 2015/09/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We paid the new bill to stop the calls but it is still a bad company who takes money from Service members.
I called the number the gentleman left but he is always not in when I call I am on mountain time, I cannot call during work hours as I am teaching
call me after 5pm mountain Time
Final Business Response /* (4000, 25, 2015/10/19) */
We have done as the resolution requested and closed the account with a $0.00 balance due. I am unsure what other steps they would like us to take.

Initial Business Response /* (1000, 5, 2015/06/11) */
The HD Receiver with serial # [redacted] was not found with the equipment that was shipped to the local office at XXXX XXth st. [redacted] # XXXXXXXXXXXXXXXXXXXXXX. Unfortunately this equipment charge is valid. If you are able to locate...

this equipment and return it the charges will be removed. If you have any further questions please contact customer care at 877-566-5649.
Initial Consumer Rebuttal /* (3000, 7, 2015/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have a [redacted] for the package that was shipped to the WOW office. We were originally told that the account was closed and everything was fine. Then, we received a bill several weeks later. I am not sure what more could have been done in order to prove that the equipment was turned back in. Does WOW believe that we shipped them an empty box?
Final Business Response /* (4000, 9, 2015/06/26) */
Customer was contacted and from that phone conversation I found out: The customer has paid the equipment charge from there account. They no longer wish to pursue the complaint. A contact number was left with customer if there are any further issues or concerns going forward.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. After reviewing the calls to get the digital adapter replaced I see where the order was initially entered incorrectly and you called back in to have the adapter mailed out, then you...

called in on 1/17/16 to have the new adapter activated. During that call you asked the representative if we needed the old adapter back or if you could just throw it away and you were informed by the representative that we needed the adapter returned to the local office. At which time you asked if you could return it to the Calumet City office and the representative said yes, it could be returned to that location.  Unfortunately we never received the adapter so the charge on the bill is valid. If you would like to make a payment on your final balance, please contact WOW customer care at ###-###-####.

Complaint: [redacted]
I am rejecting this response because:  I still have not received a satisfactory response in any of the conversations I have had with the support reps in this case.  Even their above response is contrary to what two support reps have stated to me previously.  They have consistently changed their explanation as to the changes in billing and when I dispute their explanations they end up saying that the price went up because of an expired promotional price.  This is despite the fact that when I signed up with them I was specifically told they do not do business in this manner and do not use promotional price structures.  This leaves two possibilities: 1.  When they signed us up they deliberately lied to us regarding to how they managed their pricing.  2. Sometime in the last year they have changed their business model to one that purposefully obfuscates their pricing models.  Either way I have come to the conclusion that this company in their sales, pricing, and customer service is completely opaque.  I am in the process of cancelling my subscription to their services and have no intention of returning.  Hopefully their competitors value their customers more.  
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2015/07/21) */
We spoke to the customer and applied a credit for the problems they experienced for the internet outages. We also advised the customer that we are taking steps to limit any attacks on our network in the future.

I am showing that you have a 24 month discount on your account that starts out with a $30.00 of discount for the first 12 months and on month 13 it moves to $20.00 off. This is the discount you agreed to when it was placed on your account this is not an error. We will not be adjusting your bill to...

the total you requested as the discount is exactly what it should be.

Complaint: [redacted]
I am rejecting this response because:
Even though the $80 was what I owed on a old bill they still took it from me under false pretense, the attach recording to the other email proves that, this is not fair and it's bad business practice. Please Revdex.com do something about this unfair action
Sincerely, [redacted]

As our terms of service we may contact the consumer but is not a requirement for any notice for interruption of service for failure to complete a payment within the 30 day billing cycle. We do provide cutesy calls to our consumers to inform them of a past due balance. The consumer can close the account prior to the service agreement period and be subject to an early termination fee.

This customer was only charged for services up until December 1st when the service was cancelled. The other charges on the account are due to unreturned equipment. We are assuming this case to be closed as we have advised that he was only charged for services up until the date that was...

requested on the complaint and the request has been met.

Initial Business Response /* (1000, 5, 2015/07/24) */
Customer was contacted and paper billing was stopped and electronic billing was started. Customer was given information on how to access the electronic billing if he so choose to.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */
(The...

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

As part of our Minimum Term Plan Terms & Conditions [redacted], the ETF is something that the...

customer did agree to should service be canceled before the term expires.Moving out of our serviceable area does not constitute a situation in which the Early Termination Fee (ETF) would be waived, unless the customer is a member of the [redacted] and has received military orders to relocate outside of the local WOW! service area.

Client is disputing charges on account after 5/20/16, including Early Termination Fee, as he made an effort to close the account at that time. As we were anticipating that he would be porting his phone number to his new carrier, his account remained active. He did not realize that not porting his...

number would result in his WOW account remaining open & continuing to being charged. Memos on the account & his timely equipment return are sufficient to determine that he did make appropriate effort, to his knowledge, to close the account within 30 days of installation. We have credited all charges accrued after his requested disconnect date and the client has paid the remaining balance to settle this account.

A statement, showing the deduction of services billed beyond 11/17/16, was mailed to the customer on 11/29/16. This also serves as evidence that the account was closed. A prepaid [redacted] kit was shipped to the customer on 12/13/16, so he can return the equipment to us.

We have attempted to reach this customer to update them on this issue but have been unsuccessful in our attempts. We have researched this issue and found that it was a mistake on our end and are in the process of removing this collections attempt from [redacted].

Complaint: [redacted]
I am rejecting this response because:After three attempts to repair the service WOW! was unable to deliver adequate service and issued a waiver to their "terms of service" to allow me to cancel without a early termination penalty.  This information is in the trouble notes from 4th quarter 2016.  Let it be known that WOW! has lied to me in an effort to trick me into being billed an early termination fee, which they refuse to waive.
Sincerely,
[redacted]

Initial Business Response /* (1000, 6, 2015/10/20) */
The bill has been corrected for the customer, they stated they are satisfied with this resolution.

Customer is unable to discuss this issue with us still Sunday the 22nd. We are requesting more time to accommodate the customer schedule.

Complaint: [redacted]
I am rejecting this response because:there was no adjustment to my bill, in fact I was mis-charged $60 and the service is still inadequate.  I have requested NEW equipment to be installed and have attempted to resolve the money issue.  I will be investigating other companies if this doesn't work.
Sincerely,
[redacted]

There was no contact from the customer about poor service or performance based service issues since 09/22/2015. Without notice from the customer we would have no idea that they were having issues. The bill is for time service was active at that location.