WOW! Internet - Cable - Phone

Initial Business Response /* (1000, 5, 2015/04/21) */
Contact Name and Title: [redacted]
Contact Phone: XXX-XXX-XXXX
This complaint was sent to the wrong office. THis complaint should have been sent to
WOW Internet, Cable and phone
[redacted]
[redacted] XXXXX
XXX-XXX-XXXX...

Office
XXX-XXX-XXXX Fax
XXX-XXX-XXXX Cell
Attn [redacted]
Initial Consumer Rebuttal /* (3000, 21, 2015/05/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the company and was told they would remove charges for their services and would not reimburse me for their mistakes. They also sent me bills for services I never used.
Final Business Response /* (4000, 23, 2015/05/21) */
The bill statements are for the services being activated with us. the phone number had to be activated with WOW! in order for the number to be ported out. These charges where removed. No reimbursement can be made without an active account. We have take care of all charges on the WOW! account for this situation.
Final Consumer Response /* (4200, 25, 2015/05/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The company never offered any reimbursement for the costs I incurred due to their poor service practices. They stated all charges were removed and while I have received an adjusted bill I still received an overdue bill notice from them.

Our local management team reached out to this customer and a tech went out to resolve all of the service issues.

Complaint: [redacted]
I am rejecting this response. Please note this as an unresolved matter with the Revdex.com.
Sincerely,
[redacted]

The consumer had the issue corrected by our field technicians.

I have spoken to this customer about the experience they had with our agent. We apologized for the poor experience and will be providing feedback to prevent this issue in the future. The customer had no other concerns I could address after her feedback on her issue was given.

My bill that month was for $209.55. I deducted $50 for the "Truck Roll Charge, $12 for non use of the Internet for 5 days, $35 cost and time for trip to the Wow! office, $35 for lost of home office appointment, $35 for time spent trying to connect. Total deductions were  $ 167.00.  I then...

sent in a payment for the balance of $42.55.Thank you,        [redacted]

We have spoken [redacted] and explained after reviewing the calls her son made, that the Video OnDemand charges are valid and will not be waived. There were multiple videos ordered on the consumer's end after her modem was swapped out, which reset the settings. This type of equipment does not allow us to order Video OnDemand movies for her. We also explained her billing cycle and past due charges which is the reason why the services were interrupted. Consumer does not agree with this, and advised us that she will continue to file Revdex.com complaints against this. We are closing this complaint since we have addressed all of the her questions and concerns.

Complaint: [redacted]
I am rejecting this response because:I am paying $45/month which is more than agreed upon anyway, for not even a tenth of the speed I should have been getting.
Sincerely,
[redacted]

We have tried to reach out to the consumer through the service provided phone, the cellphone, and email. We have been unsuccessful with making contact with the consumer. We are unable to resolve the consumer's issue at this time.

Complaint: [redacted]
I am rejecting this response because: I have never heard back from WOW anytime I have...

had an issue with them. I have been told multiple times that they have looked in the warehouse and they haven't found it. I don't want to close the case until I hear back from WOW. 
Sincerely,
[redacted]

Our technician and maintenance team resolved the issue for this customer.

We have corrected the balance on the account for time used with WOW! service $86.20 that was returned later via credit card dispute. This balance is valid and is in the hands of the 3rd party collection company, however you can either pay WOW! or the 3rd party company the choice is yours.

Complaint: [redacted]
I am rejecting this response because: WOW IS OUT TO LUNCH!  The Local WOW had removed the lien off and out of the [redacted] Collections, because it did not pertain to me or worse, never had any account with them. I am still waiting for a written correspondence confirming they have removed the lien off and out of the collections agency; the MISTAKE and ERROR was imposed on WOW. BE CAREFUL WHO YOU ARE DEALING WITH... BECAUSE THEY CAN DESTROY YOU WITH A LAWSUIT AND SHUT YOUR BUSINESS DOWN FOR GOOD! IT IS CONSIDERED FRAUD TO USE SOMEONE'S PROPERTY AND THEN CLAIM SOME TOTAL STRANGER HAS AN ACCOUNT ON SUCH ABC 123 PROPERTY WHEN IT DOESN'T EXIST. THE ECONOMIC CRIMES DIVISION HAS STATED THAT WOW IS NOTORIOUS FOR THIS BEHAVIOR, ACTIONS, AND FALSE REPORTING. THE COMPLAINTS ARE SKY HIGH TECHNICALLY I CAN SUE THEM!
Sincerely,
[redacted]

The customer has chosen not to retain service with us and the account is closed.

We have sent over the information to out warehouse to investigate the issue with the equipment. We have not received a response from our warehouse team regarding the equipment.

So we have sent a technician out to clean up the lines and the cable box in the back of the house. This customer does not have active service with WOW! so we are unable to see if the phone line comes in clear or not. For the customer complaints about not having phone service never occured according...

to our records she just removed the phone as of 11/15/2016. We will not be applying a credit as requested for phone service issues. We have done everything we are able to for this issue. If you have any further issues please let us know.

We have advised the customer via email that any upgrades to his service would be billed within the terms of his original service agreement (contract) plan, which is is still in effect through 10/28/17.As we are still honoring the agreed upon rate and service level he subscribed to when ordering...

service, there is no cause to terminate the service agreement. The customer would be subject to an Early Termination Fee if services are discontinued before the end of the service agreement.

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. All we wanted was to have our concerns and issues heard and taken care of. Now that everything is taken care we are content. 
Sincerely,
[redacted]

Our local field service supervisor has reached out to the customer to ensure that this issue is resolved.

I called and spoke to the customer about the issue and calls they made. 12/20 they called in and had an issue there was an outage in the area. 01/03 they reset the modem and we gave them a one time credit for 20$ for internet issues. 06/12 the modem was reset and issue was resolved. on 07/08/2016 they called I and issue was fixed by the time they reached us. And the call in August we sent out a technician and resolved the issue. I have applied a customer satisfaction credit for the frustration of $29.67. It appears we have fixed the issues when they called or sent someone out when we couldn't fix it over the phone. We have tried to accommodate the customer and offer a fair option but they are still unwilling to close this issue.