WOW! Internet - Cable - Phone

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:for the business to say the tech made a mistake is understatement. The line for the service WOW had previously provided was hanging outside of the box on the house. Their tech trespassed onto our property - opened the service box & disconnected a line of service provided by a different company. There was no mistake by the tech - it was a deliberate action. Their techs action caused us to miss work to make arrangements with our current provider to find out why we suddenly had no service. We had to change our schedule to get the problem fixed. We were left without phone, cable or internet for almost a week because their tech trespassed onto our property. The service from WOW was cancelled 20 months ago. WOW had no right to be on our property without providing some type of notice before & after their visit.What is to stop a WOW tech to decide to come disconnect our service in the future??How is WOW going to make up for the work time lost to fix their tech's mistake?  
Sincerely,
[redacted]

We have responded to the customer via email to discuss a resolution.

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. We had a technician check the line outside and contact you letting you know that the line outside is an AT&T line. Please let us know if there is anything else that we can do to...

assist you.

Complaint: [redacted]
I am rejecting this response because:  Company lied to us regarding future fees/increases - specifically, Calvin B[redacted] told my wife and I that our bill would never change.  Unacceptable business practice.
Sincerely,
[redacted]

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.
This is conditional upon my next WOW bill including the full $8.59 credit due my account.
Sincerely,
[redacted]

The door to door special offer for reimbursement of a competitor ETF is fulfilled with monthly installment credits.  In this case, this will be over 5 months.  The first installment was added 10/2. The following four months will also have a credit to the bill.

Complaint: [redacted]
I am rejecting this response because I did not agree to a contract and WOW cannot provide proof of any such contract (we have asked numerous times for the contract and just get the run around). As such, I demand to utilize seasonal agreement for while I am not living in Michigan, WITHOUT increasing my monthly cost.  I am 81 years old and feel that WOW is trying to take advantage of me because I am elderly.
Sincerely,
[redacted]

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.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: WOW is unwilling to admit that their representative did NOT advise me of the total monthly amount. At the original encounter in  March 2016 I did emphasize that I was on a fixed income and to adhere to a budget plan was adamant that I needed a consistent monthly amount.  I specifically asked if the quoted amount of $117.00 would be the amount going forward and was assured that it was.  WOW is also unwilling to release me from this fraudulent contract without early termination penalties. WOW representative "[redacted]" is being untruthful.
Sincerely,
[redacted]

It appears the customer was able to come to an agreeable rate after a discussion with our loyalty department. An offer for a lower bill was made on 08/15/2016 and she is still a WOW! customer and has not called us back to let us know there are any issues.

The customer has indicated that [redacted] waived the amount that was initially being requested. We are working towards taking care of the installation fee. There should be no further action as we have complied with the request to credit the installation fee.

We have not billed the customer beyond the date of disconnection.

Complaint: [redacted]
I am rejecting this response because:WOW! Never contacted me in re guards to missed payments until after the fees were applied and after I contacted them. Had I know there was a billing error the first time it would have been corrected. Wow! Failed to notify the customer of a missed payment until 90day past due. 
Sincerely,
[redacted]

Our local team has reached out to this customer and resolved all issues to the best of our ability. We have given credits for the service issue and given a direct point of contact going forward for issues.

[redacted], So when you signed up for service you were told this price was good for 12 months. You even mentioned this in your complaint. As of April your 12 months were up so the discount was not as much as when it was first put on. You will not be getting a month free for the hassle as this was all...

told to you when you started. We are still offering you a discount for the services and will continue to do this for the remaining 12 months of this discount. If you have any other questions past this please feel free to reach out to our customer service center for further questions.

We have the regional advocate addressing the issue and will be assisting this individual with any needed repairs to their lawn equipment.

Initial Business Response /* (1000, 9, 2015/10/21) */
We do not have an account under the name or address provided. We have tried calling the customer several times at the number provided and have not been able to make contact. If they can provide their service address or account number, we are...

happy to investigate further.
Initial Consumer Rebuttal /* (3000, 11, 2015/10/22) */
(The consumer indicated he/she DID NOT accept the response from the business.)
the address that they serviced was XXXXX [redacted] The phone number they probably had on file was XXX-XXX-XXXX, which we no longer have. They can leave a message for me at XXX-XXX-XXXX.
Final Business Response /* (4000, 13, 2015/10/23) */
Applied credit to account to leave a '0' balance, spoke with [redacted] and explained.
Final Consumer Response /* (2000, 15, 2015/10/26) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Thank you for contacting WOW!  My name is [redacted]. I apologize for the inconvenience that you have experienced. The early termination fee has been reversed and should not have been charged to begin with. You will be receiving a final corrected bill once he account is disconnected.

Complaint: [redacted] I am rejecting this response because:The referenced FCC investigation has failed to result in either successful deployment of services or a full refund of $158.50 for failure to deliver services. Sincerely, [redacted]