WOW! Internet - Cable - Phone

We called and spoke with the customer. We have provided him with an adjusted balance and provided an explanation of his bill cycle and due date, as well as how late fees and reactivations fees are assessed so he can keep his bill current.

The adapter that has been lost by the customer will not be removed from the account and is billable at $120.00.Per our Terms & Conditions of service [redacted]Failure to return the WOW! Equipment to us undamaged within ten (10) days after disconnection of Service will result in a charge to your account for the repair cost or replacement value (as determined by WOW! in its sole discretion) of the WOW! Equipment.In all events, Customer agrees to immediately pay such charges whether the WOW! Equipment is lost (through theft or otherwise), damaged or destroyed.

Complaint: [redacted]
I am rejecting this response because:According to WOW's own terms and conditions " We also may rearrange, delete, add to or otherwise change the Service provided on our Basic Service or other levels of Service. If the change affects you, we will provide you advance notice of the change and its effective date. The notice may be provided on your monthly bill, as a bill insert, in a newspaper, by video transmission on the cable system itself, by email or by other reasonable method of communication consistent with applicable law." Such notice was not provided.Advertising service at one price and then changing it in this manner after the fact are potentially in violation of Ohio consumer protection laws (including but not limited to the Consumer Sales Practices Act (starting at R.C. 1345.01) and Substantive Rules (starting at O.A.C. 109:4-3-01), for which the Ohio Attorney General has enforcement authority over.I have provided documentation from WOW that they were offering me a service at one price for 24 months, and then changed it without notice midway through that term. WOW has provided nothing. I am a reasonable person, but WOW is simply wrong on this matter. I tried to work directly with them. Now I'm trying to work through the Revdex.com with them. I do not wish to to escalate things beyond that, but I am not deterred from doing so, as this wrong needs to be righted one way or another.
Sincerely,
[redacted]

This issue was addressed over the phone with the customer on 02/03/2016. She was notified that there was a credit on her account that caused the bill to be 154 on the previous month not the 158 that it is currently. The 158 price is the correct pricing as she was told before.

We have spoke to the customer and informed her that we applied a $50.00 credit for service issues past the $15.00 that was already on the account. We have also offered to send a technician out at no charge to resolve any issues if the customer decides to return to WOW!. At this point the balance is due in full before we would be able to restore service.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted] I'm rejecting because the entire time I had services with wow it was a mess.I complained all of the time no one ever helped honestly my wifi went out almost every other day I was lied to about the channels I was suppose to have.the name its self explains the company you will be like wow.I feel like the times I had the services I gave my hard earning away for garbage. and yes the company did contact me and I replied I contacted the Revdex.com so who ever said they couldn't contact me told another lie thanks have a blessed day.

Complaint: [redacted]
I am rejecting this response because: As previously stated the consumer equipment has no difference preventing its use. Wide Open West is simply shoring up their profit margins at the detriment to the consumer. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I am rejecting this as the associate, at the time, I requested cancellation, did not inform me this for both equipment and service charges.  I was with WOW for over 7-years, I would have paid a small balance to avoid affecting my credit.  This was all caused by their lack of communication.In addition, I have never seen such an informal and less descriptive Revdex.com response, as it's only stating a few points.  They have not addressed my main concern regarding the lack or ms-communication and how they will rectify my credit.  Feel free to pull my credit history and see if there are any other negative entries.  I've worked my entire life to build and preserve a solid credit rating.  Now this small amount is impacting me greatly.
Sincerely,
[redacted]

We have agreed to refund the customer the current month that is due via check.

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]

Initial Business Response /* (1000, 5, 2015/07/31) */
We spoke with customer and applied an additional credit for the customers problems. The indicated they accepted resolution for this matter.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/05) */
From: [redacted] (mailto:[redacted]@gmail.com)...


Sent: Tuesday, August 04, 2015 10:58 AM
To: Revdex.com
Subject: (SPAM) Re: Revdex.com Complaint Case# [redacted] (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX)
Importance: Low
thank you so much, this issue, has been resolved, thank you Revdex.com, for your help,

The consumer had an open disconnect work order with his previous provider. We were unable to port the phone number due to the fact the work order was open. The disconnect work order completed on November 17th, 2017 with the consumer’s previous provider. The consumer can retain phone services with the previous provider to activate the phone number so we can restart the phone port process. Though, this was not fault of us we have offered to waive the installation charge of $50.

One of the technician visits that was logged in the system was marked as a "no access" which typically means that a technician came to the home but there was no answer at the door. We have tried to contact this customer several times to gather furthur information in regards to these appointments and...

to discuss the credit that he is requesting but have not been successful with the contact attempts. We have left voicemails with our contact information but have not heard from the customer. We are willing to discuss the complaint but will need to make contact first. We are closing the case now due to not having any contact yet to furthur resolve issues.

We have contacted our customer and confirmed with our billing team that the refund check is processing today and will be mailed out by tomorrow.

We have removed the three disputed adapters from the account.

We have contacted the customer and explained that there is a $0.00 balance on the account. We have also have agreed to send out a letter letting her know there is a $0.00 balance as she requested. There was no talk of a refund as there wasn't one needed.

Consumers that commit to a service agreement waive the option to have their services put on hold. This is part of our terms of service on our website. The option for the consumer is to close the account and be assessed an early termination fee or continue to pay their normal monthly rate.

We do not send signals to customer's who choose to use their own modem. We encourage customers to use their equipment when it is possible and provide options to help them do so. We have reached out to this customer in regards to this issue but have been unsuccessful in reaching them. If the...

customer is having service issues we would be happy to help troubleshoot if needed.

Complaint: [redacted]
I am rejecting this response because: I have not received a call or voicemail from them. This is typical of them. The time they came and it marked no access is due to them not calling as requested and agreed to before they arrived. My wife was gone less than 10 minutes to pick up our son. The two times before that they didn't show we have on our home video where they never even came to the house at the time they said they were there. We have left WOW and went to [redacted]. All we are asking at this point is for them to write off the remaining bill with them which is $60 +\-.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Each time they have called I have been away from the phone, I have return a call to the number they left.  They do not pick up.  The last message they left indicated they still have not verified the problem has been fixed.  I returned the call and stated clearly the problem is not fixed and they need to follow up and verify the problem has been fixed before they call back. I have tried to use the service repeatedly and it does not work.  And, I keep telling them it does not work.  I feel they think a phone call is doing their job...it does not.  They need to verify the system is working, cause I assure you from my end it is not.  Weeks ago, while online and on the phone with one of their representatives, the rep confirmed it was not working properly and assured me they would fix it and confirm it was fixed.  Here we are weeks later and after several calls from a "quick response team" that only calls because of a Revdex.com complaint.  I would like for them to email me explaining why they think the problem is fixed and how it was tested from the consumer's end.  Better yet, as I have suggested before have the technician call explain why he thinks it is corrected.  Like before, if I am not at the phone, have the tech leave a callback name and number.  Or better yet consider all future by email.  I would very much like to share these emails with Revdex.com. In my opinion, WOW's response have been the worst I have every experienced in my entire life.[redacted]       It seems to me
Sincerely,
[redacted]