WOW! Internet - Cable - Phone

We have not been able to reach this customer. She is welcome to return our calls if she still has any concerns regarding this matter

Revdex.com:I accept the business's response, however, I do not see a credit on my account. Sincerely, [redacted]

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  Unfortunately we have not been able to reach you on this matter, we called on 7/14, 7/16, 7/18, and 7/27. If you still need assistance with your internet speeds, please...

call the WOW Executive Response Team at [redacted]. Please let us know if there is anything else that we can do to assist you.

Initial Business Response /* (1000, 6, 2015/12/14) */
Gave credit for inconvenience, explained pricing going forward. This resolution has been accepted by the customer.

We have been unsuccessful in our attempts to reach this customer. However, we have credited the balance owed on the account in its entirety. If the customer has further questions he is welcome to reach out to us on [redacted].

The consumer has a Service and Bundle of 124.99 & 2 additional media players for $18 which is a total of 142.99. This is what customer agreed to per our service agreement. Our terms of service clearly states the individual charges and pricing regarding all that is mentioned. The consumer has...

right forfeit the agreement and will be subject to the early termination fee.

Complaint: [redacted]: I am rejecting this response because  they never revealed this when we cancelled.  why then did they send me an invoice for the final bill stating that we needed to send in a check or pay by phone.
Sincerely,
[redacted]

This is the resolution that has been provided by our system engineers to bring the two systems in sync. The customer has the right to refuse this troubleshooting, but we will not be able to assist him further in this matter. He is welcome to call WOW! Customer Service at ###-###-#### to complete the necessary steps to resolve this matter.

Initial Business Response /* (1000, 6, 2015/12/13) */
I have spoken to the customer and we have come to an agreeable offer for there service and pricing. I will address there customer service concerns as well.

Issued credit for monthly guide charges per customer request and left voice mail for customer, notifying her of this adjustment.

After review of the customers bill, it shows we gave them credit to the day they returned the equipment to us so there remaining bill is only charges for time that they used WOW! services. There were no false charges everything is accurate and correct.

Initial Business Response /* (1000, 8, 2015/09/23) */
We have applied the requested credit to the customers WOW! account.

Complaint: [redacted]
I am rejecting this response because: I did speak with a WOW representative about my complaint and was told all truck roll charges will be deleted from my bill. The representative did update me on the truck roll charges but there customer service people still say its up to the "technician" if charges are applied. The representative I talked to said its a 50.00 charge unless I have there insurance that covers for tech calls. I  still think they aren't on the same page as customer service tells you over the phone when they set you up with an appointment with a tech. Very confusing and misleading I still think. Before I close this out I want to make sure my bill is accurate and have zero charges for the past months and they did upgrade me to the new phone service and want to make sure I wasn't charged a dime  extra as I have lost faith in there service. As I stated earlier I did nothing wrong but asked for them to look at service issues  from all three services from my bundle. If they are having outages in certain areas like they had in mine techs should know that and try and find the solution before charging the customer more. I couldn't get on the internet for several days and it cost me thousands of dollars and maybe WOW should reimburse me the money for there poor service. All I will need is one more phone call or text from the rep I talked too that the bill is correct and his signature will be provided that he has signed off on that and we are done. Also I am asking that a hold is done on my acct for no increases for a year to protect myself. Thanks     
Sincerely,
[redacted]

The customer has provided a trace route which illustrates the issue he is referring to lies outside of our network.  We unfortunately cannot control another entities network, nor how another entity routes it's traffic.  We also have informed the customer that another entity's network is not an issue that we are going to compensate for.

Reached out to customer and left voicemail with corporate contact info, have not received a response.  Sent email to address on complaint with options for refund or to have current balance paid as well, informed of next bill print date.

[redacted],I reviewed your initial sales call and you agreed to the service you have on the account currently. The agent mentioned an offer that could save you some money with our Ultra service and that's what you were given after agreeing to it. Our account research team will review the Money back...

Guarantee you requested and reach out to you after the disconnection completes in the system.

We responded to this customer by email, explaining his balance and issued credits as appropriate to the situation. If there are any other concerns regarding this matter, he is welcome to contact us directly.

[redacted], I apologize for the inconvenience that you are currently experiencing. However during the call you placed you mentioned you had a flyer but at no point did you say what was on it nor did you indicate what speed you wanted just that you needed internet. We have addressed all of the concerns within the complaint and the customer has a deal with us and if she wishes to change the service she has that option with whatever our current offers are.

Well over a month of internet service, and well over the disputed amount desired listed on this complaint, has already been credited to the customer.  While we continue to monitor potential outside issues, the credit concern is already resolved.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you are currently experiencing.  After reviewing your account I see you have spoken to a member of the Executive Response Team here at WOW based on an email you sent to our corporate office and have...

worked out the billing questions. Please let us know if there is anything else that we can do to assist you.