WOW! Internet - Cable - Phone

We have spoken to the customer and the service issue appears to have been corrected. We have also applied a credit for 2 weeks worth of cable service to the next bill.

We have made contact with this customer and are working towards an amicable solution on this issue. We have provided her with our direct contact information and will be following-up with her.

08/26 - 09/27 Balance: $83.25 | Payment compelted: $85.18 on 09/0109/28 - 10/27 Balance: $29.99 | Payment compelted: $29.99 on 10/0610/28 - 11/27 Balance: $29.99 | Payment compelted: $29.99 on 11/0811/28 - 12/27 Balance: $76.83 | Payment completed: $51.44 on 11/08 12/28 - 01/27 Balance: $70.89...

| Payment compelted: $46.83 on 12/07For the cycles 11/28-12/27 & 12/28-01/27 the consumer paid less than what was owed. The consumer has a carry over balance now from the previous cycle. The consumer can avoid the late fees by completing a payment for the full balance before 01/27. All of this information is clearly documented on the consumer's statement.

The web space is a product that is no longer available and the consumer will need to find an alternative solution.

Initial Business Response /* (1000, 15, 2015/11/09) */
We will be removing the un-returned equipment charge from the account as a courtesy to the customer. If there are any further concerns please let us know.

The consumer contacted our customer care team and was able to resolve the issue with accessing their statements via the website. The 1 month period that the consumer's pricing increased was adjusted to the previous month's pricing.

Our local management team reached out to this customer to address her concerns. A cable box was replaced to resolve the service problems.

We have issued a credit to the account for the inconvenience due to the missed appointments. We apologize for the inconvenience this has caused. Please let us know if there is anything else that we can do to assist you. If you have an issue that requires immediate attention, WOW! Customer Service is...

available 24/7 for your convenience at ###-###-####.

Initial Business Response /* (1000, 11, 2015/10/23) */
This customer has disconnected their WOW Account. They can direct any questions to XXX-XXX-XXXX.
Initial Consumer Rebuttal /* (3000, 13, 2015/10/26) */
(The consumer indicated he/she DID NOT accept the response from the business.)
There...

is no resolution offered. Just a short notice of a phone number for the customer to call. That is an unacceptable response under any circumstances, but most especially since the reps frequently hang up on the customer callers!
Final Business Response /* (4000, 15, 2015/10/31) */
We certainly apologize, the number provided goes to WOW's Executive Response Team, not to customer care. We represent the corporate office and can help when needed. We have tried calling and been unable to reach the customer.

The consumer's letter was not in error. The consumer made the payment as needed for the account. We consider this matter resolved.

We have offered a credit to compensate this customer for the misinformation that was given. We have also provided training for the representative that did not quote the correct pricing. We are assuming this case closed as the customer indicated they have accepted this and are satisfied with the...

resolution.

Spoke to [redacted] about this issue. We will be sending out an update total or refund check once the new cycle clears on the 07/04/2016 as this is when they system will update the billing.

We have been working this issue for some time. This is related to noise on the line. We have constant monitoring of this location and respond to any issues regarding to this area before any consumers call in with an issue. We have made additional repairs to the network lines and have addressed other...

equipment issues that have been repaired.

The removal of those features have been processed as per the customer's request. She will see this reflected on her next statement.

Complaint: [redacted]
I am rejecting this response because: They have not called me, not one single time. I had to fight for a refund and redo the payment in order for the payment to be received.. I asked for someone in the corporate office to call me due to several issues that I listed in this complaint!!! Not one single person has attempted to call please feel free to pull my cell phone records and what I say will prove to be true!
Sincerely,
[redacted]

Initial Business Response /* (1000, 10, 2015/10/31) */
We have called the customer multiple times and been unable to make contact. Unfortunately we are not able to activate email service on an inactive WOW account. There is no way to provide access to the former email address.

We have reached out to this customer regarding the misunderstanding about his bill cycle and payments. We are also working with him on resolving his Internet service issues and will follow-up with him on this matter.

Initial Business Response /* (1000, 16, 2015/10/23) */
We have been unable to reach this customer, the customer disconnected service on 7/2/15 and the remaining balance was sent to collections 90 days later. The balance is valid and owed, if the customer has further questions, we are happy to...

assist.
Initial Consumer Rebuttal /* (3000, 18, 2015/10/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not answer the question. I received a collection request before I received a bill with the amount I owe. How does that happen? You don't send anything to collections before you correct the customers bill and send a accurate bill. I have proof of the collection notice and the bill. I have no messages from them, nor did I answer a call from them, so how have they contacted me? These people say anything and think it is a sufficient response. Why can't you get in contact with me? If you call, I either answer or my voice mail gets the call. Why did I get a collection notice before I got a bill? You got contact from me, when I told you I returned your merchandise and asked for an updated bill. Before getting that bill, I received a correspondence from a collection agency. I did not know before you tell me what you think I owe, or a final bill or whatever you want to call it, that you just to collections. How do I know what you are asking if I don't get a bill, especially if there was a problem with the previous bill.
Final Business Response /* (4000, 23, 2015/11/19) */
We tried calling the customer 2 more times, leaving a final voice message today at the phone number provided in the complaint. The customer was given a 50$ credit in June and again in August, the corrected final bill was mailed out on 9/14/15 and the account was sent to an outside collection agency on 10/2/15. The remaining balance on the account if for service received after the credits that were provided and is valid. The customer can reach us at XXX-XXX-XXXX with any questions.

Initial Business Response /* (1000, 10, 2015/04/30) */
We have blocked you from being able to get service knowing that you have used the services at the same location has [redacted] Once that account has been paid in full you may get service. Your information will not be reported to any credit agency...

unless you are the main account holder.
Initial Consumer Rebuttal /* (3000, 12, 2015/05/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have walked into the [redacted] location and showed a copy of my lease to a [redacted] showing that I did not reside there at the time. I have also received an email from her stating that she has removed my name from her account and to come into the office to receive services. At this point I've declined to based on my experience there. I have saved this email for future reference. If this company has responded in such a fashion without even knowing what it's own employees are doing there and emails sent, how and why would I let you provide services for me? As I stated, how can I be held responsible for something that I didn't even know had occurred? Does this company have my signature on a contract? Have I signed anything? Have I ever called and made any changes to her account? Is there any record of me paying any portion of her bill with my credit or bank card? As stated before, I would like my information removed or should I refer to the email sent that says it has already been removed?
Final Business Response /* (4000, 14, 2015/05/14) */
Unfortunately you are unable to have service setup in your name knowing that have had and used services at the consumers address. Nothing can or will be put on your credit report, but if you would to have an account setup with us that account must be paid.

I just spoke with the customer. We talked about her concerns and poor experience with our customer service team. She was unable to give me any exact examples but just general issues. I will review recent contacts and send feedback to try and improve this customer experience. She stated at the end of our conversation there are no other questions or concerns at this time. I have given her the direct number to the Executive response team if she has any further issues.