BBB Accredited Business since

WOW! Internet - Cable - Phone

Additional Locations

Phone: (866) 496-9669 Fax: (888) 268-5859 7887 E Belleview Ave Ste 1000, Englewood, CO 80111 View Additional Email Addresses http://www.wowway.com


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that WOW! Internet - Cable - Phone meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for WOW! Internet - Cable - Phone include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 611 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

611 complaints closed with BBB in last 3 years | 238 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 258
Billing/Collection Issues 133
Delivery Issues 56
Guarantee/Warranty Issues 8
Problems with Product/Service 156
Total Closed Complaints 611

Customer Reviews Summary Read customer reviews

21 Customer Reviews on WOW! Internet - Cable - Phone
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 20
Total Customer Reviews 21

Additional Information

BBB file opened: June 04, 2001 Business started: 12/23/1999 Business started locally: 12/23/1999 Business incorporated 12/23/1999 in CO
Type of Entity

Corporation

Business Management
Chris Murphy Ms. Colleen Abdoulah, Chairwoman of Board Mr. Steven Cochran, CEO Mr. Ray Rouleau, Marketing Mr. Heath Smith, Program Manager
Contact Information
Principal: Chris Murphy
Business Category

Television - Cable, CATV & Satellite Internet Shopping


Additional Locations

  • 7807 Peakview Ave. Ste. 400

    Englewood, CO 80111

  • 7887 E Belleview Ave Ste 1000

    Englewood, CO 80111

  • THIS LOCATION IS NOT BBB ACCREDITED

    PO Box 63000

    Colorado Springs, CO 80962

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

2/4/2016 Advertising/Sales Issues
2/4/2016 Problems with Product/Service
2/2/2016 Billing/Collection Issues
2/2/2016 Billing/Collection Issues
2/1/2016 Billing/Collection Issues
1/30/2016 Billing/Collection Issues
1/30/2016 Problems with Product/Service
1/29/2016 Billing/Collection Issues
1/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Constant internet down time and recently cable issues. Recently I switched to the Ultra package because it was recommended and was told it would be a better service. The day it was to be installed they did not show up on time and the employee sent was more interested in telling me about his life and talking on the phone to his significant other than getting the install done correct within a timely manner. I missed an entire day of work and after he left I discovered I did not have a working phone. Round 2, second person comes out and fixed the phone and also made an attempt to fix the intermittent internet that goes down for 10 seconds up to 15+ minutes. I called again to have this fixed. Yesterday the cable had issues and the internet went down for well over 15 minutes. They sent another tech out today 3/19 whom was unable to fix the problem he only was able to get the service working better considering how horrible it has been. A few hours after the tech left the internet again was going down for long periods of time. I was told by the tech that came today that there was an issue with outages yesterday which WOW denies and I was also told by him that WOW employees living in this area have had issues with their service as well and of course WOW denies this as well. I have asked for compensation for lost hours of work and they keep insulting me with $10 credits. I am paying for a service to work and I don't feel I owe them a penny since they are not providing a working service. After complaining enough yesterday they kept telling me they don't offer credits for issues then started offering $10 credits then told me $40 was the most they could offer. Today I was offered a $10 credit and that I should be happy with that offer!!! What an insult. I asked for a manager to call me and was told they can only transfer me to one. I complained more and they took my number and I am supposably supposed to get a phone call within 24 to 48 hours. Shocker!! They can't get management involved to fix the issue. I am tired of their "techs" entering my home non stop in and out invading my privacy.

Desired Settlement: Send an appropriate team out to resolve the issue that is obviously not coming from within my home. Refund an entire month and offer me a better plan rate for all the trouble they have put me through missing work and loosing pay.

Business Response: Initial Business Response /* (1000, 5, 2015/04/02) */ We show a technician was out on 03/30/15 to look into the problem and no contact has been made about these problems since then. $50 in credits have been issue to the account for this problem.

1/28/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: rESPONDED TO FLYER FOR CABLE/PHONE/NET BUNDLE AT 85 DOLLARS-2 REPS TOLD ME THAT WOULD BE CHARGED 90 DOLLARS PLUS GOVERNMENT FEE-BILL IS 131 DOLLARS WOW ACCT"2506820-i RESPONDED TO A fLYER ADVERTISING-ultra WOW-I asked for asistance to understand the billing. I asked what is the actual bill amount that I will recieve monthly-the wow staff said that they could not give me the actual amount as the bill is for 90 dollars and the rest is determined by the State of Florida-that wasw on Dec, 02. On Dec. 10th the night before install I asked the same question to another rep-I said the bikll I am expecting is 90 plus 50 installation plus government taxes and fees. I explained that I had been informed as priorly stated and she reiterated that the bill would be the same as the rep told me. She quelled my fears when I stated-Look this is a luxury for me and I do not want any surprises-she said I go out of my way to be above board and honest with costumers about their charges and she said that I would be charged 90 plus government fees. My bill is 181.58.

Desired Settlement: I called to ask what they are charging me and they stated that they cannot read the bill particulars until 48hrs after the installation. I said I would disconnct them if the bill was not 90 dollars plus government fees and taxes. I said that I will wait until tomorrow if there is no further consequence to me by doing so as far as taking action against their bill and practices. I will be calling again tomorrow. Thanks *** ******

Business Response: The customer received the 131 price that was mentioned. However with any new installation of service there was an install fee that caused the bill to go up to the higher amount as it is a $50.00 install charge.

Business Response: We have worked with this customer in trying to resolve there concern. We are unable to call them as the number we have been given on this complaint is not valid. The number we have on there old closed account is no longer active. We have cleared out there bill and there is nothing out standing. If you could please let us know what other resolution you are looking for we would be glad to see what we could work with. We have extended our hand in good faith and have been unable to resolve this so far to the customer liking.

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.

Sincerely,

*** ******

1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Poor internet signal on my street. Unsatisfactory customer service! I've been a WOW customer for several years. Recently, about 6 months ago we started having issues with the internet connecting. I called WOW customer service and a tech out 3 times to resolve the issue. Although their opinion of what was going on differed in several ways. They had one thing in common. The internet signal is stronger on the opposite end of the street. The first tech suggested I switch to WOW cable modem and increase speed of the internet. That was additional $17 monthly. So I changed the modem and increased speed. Needless to say the results were the same. The next tech ran a black cable line on the outside along the curb and still no results. The line stayed uncovered for months until I continually called requesting they bury the line. The last tech called last Friday saying its determined its the cable line inside my house and there would be a $50 SERVICE FEE IF THEY CAME OUT. Really, that's crazy! I'm not paying any more money. I've already paid for months of internet service I never received. Its November 13, and I just got off the phone with *****, a supervisor for WOW. Here again she's telling me we can't do the inside line for FREE. We didn't charge you for any of the other service calls. She never apologized or acknowledged the problem not being resolved, only pointing out I've never had to pay for the service calls. I asked for her supervisors name and number. She did say her supervisor was ****, however she couldn't give out this number nor did she know how to contact the president of WOW. She stated she wished she knew his number. She ended the call saying I will have **** call you and hung up! Really. This is management at WOW!

Desired Settlement: I would like a refund for internet the 6 months because the internet has not worked properly and I've made several attempts to correct the problem without any resolution.

Business Response: We had a lead technician contact the customer and offer to complete needed work in the customers home at no cost and the customer declined and has disconnected their WOW account.

Business Response:

*******

 

After I reviewed your notes I see one call about internet issues. This was back in June of 2015 from that point to when you returned the modem that was the only call for issues with internet. I am again stating you will not be receiving a credit for 6 months. There is no grounds for us to see this as a legitimate issue as you did not make us aware of it until after you had disconnected services. As far as we are concerned this complaint has been closed.

Consumer Response:


Complaint: ********
Really, common Sense tell you and the BBB  my first call was not the day I disconnected. Please don't insult me my intelligence by saying you read the notes and only see where I called once in June. June was the initial call and after not being able to resolve the issue over the phone, 2 techs came out, still not resolution. The 3rd and final tech came and said he knows what the problem is but I had to pay $50 to purchase insurance to fix. It wasn't until then and the hang up in my face from management that I was feed up and disconnected.  It was clear to me Knology/WOW  didn't value their customers.

I want a refund and the complaint is not closed. I will contact the President as I'm sure he would be glad to hear my story!

I am rejecting this response because:

Sincerely,

****** *******

1/27/2016 Problems with Product/Service
1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Reconnect fees & unable to change monthly service plan. I think this shady practice has been going on for all the years that I've been a customer. The business refuses to allow you to make any type of payment arrangement BEFORE your service is disconnected, so they can charge a $22 fee EVERY TIME you're unable to pay the past due amount before the shut off date.. Once the service is disconnected, I can call, and they'll immediately turn it back on, without me having to make any kind of payment. Friday night, I once again tried to make an arrangement before my service was disconnected, but nope. The representative told me that I could stay up & call at midnight to possibly avoid the service disconnect & the reconnect charge. That wasn't going to happen when I had to be to work at 6 am. I called today to get reconnected & set up arrangement. Was told I could only have a 5 day extension, but I could let my service get disconnected again, then make the arrangement that I originally wanted to make. Of course, ANOTHER $22 fee would be charged to my account.

Desired Settlement: I want to be able to have a reasonable monthly service charge, and I want to be reimbursed for the reconnect charges, especially the few that I was charged when my service wasn't disconnected.

Business Response: We have not allowed people to do anything but down grade there service when they are past due. Once the past due is cleared you would be able to make changes to the services. We allow our customer as a courtesy to reactivate there service once they get to a certain date past due.
This is something we offer to our customer because we understand being late happens. There will be no credits for the reactivation charges or late fee's as they are valid and you were aware of them when they were charged.

Consumer Response: (The consumer indicated he/she DID NOT accept the response from the business.)
My account status has changed because WOW refuses to take my complaint seriously. You will notice they didn't address any of the issues I brought up in my last response, especially the one where no one answers the phone number I was given, and the message you get when you call is their hours of operation are M-F 9-4 mountain time, yet ****** told me they were open 7 days a week. Which one is the truth? I definitely didn't receive any kind of clarification, even after I left numerous messages detailing my difficulties in speaking with ******, or anyone in their Executive Response Team. How is it okay to CLOSE my complaint without actually speaking to me? They didn't extend to me any kind of courtesy that a company should give to their customers. It seems pretty obvious to me that they never had any intention of resolving this matter from the beginning. Their actions show that they don't care whether I'm their customer or not. I'm sure that is true with any customer who is not corporate. My position stands, I want my service restored, my account brought current, three months of free service, and a reasonable monthly charge. I'm sure I have paid that much in fees and over inflated monthly charges. Is this concession going to hurt their bottom line that much or are they that greedy? From their actions so far, I believe we all know the answer to that. I will reiterate, I'm not going away. I'm sure I can provide enough bad publicity to have some potential customers looking elsewhere for services. In the end, I think that loss of revenue will surpass what I have asked for. Being a company that lacks in scruples, I doubt they'll be able to appreciate the irony of it all. Thank you again for listening, if you are considering using WOW, I hope my experience will send you somewhere else.

Complaint Response Date bumped because: Holiday

Business Response: As mentioned in previous responses the customer is aware that they will be charged for reactivation fee's we will not be crediting any of these. We offer the extension as a courtesy to our customers and notify them of the fee associated with restoring services. The customer account has been disconnected and is no longer active with WOW!. 

1/25/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I made a payment through a 3rd party company and it was confirmed that wow cashed the payment yet they can't find my payment I made a next day payment on 12-19-2015 to wow and the payment is lost and when I call the reps are rude and either refuse to get a supervisor or say they have no supervisor... they also said they were going to terminate my serviced and to call back to restore since they have the research team looking for the payment.. I have been more than patient with wow every month it's something wrong and u call and they are rude..I should not have to worry where my payment is once they process it.

Desired Settlement: I want my payment processed and also something for my time wasted in trying to track where my money is.

Business Response: We have attempted to contact the customer multiple times, the payment has been received and posted to their account, additionally the late fee that was incurred was credited back to the account also. If the customer has any further questions they can reach WOW customer care at **************.

Consumer Response:
Complaint: ********

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,
******* *****

Business Response: 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.

1/22/2016 Problems with Product/Service
1/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I paid my bill as I had for 12 months using the same credit union checking account. On January 7, 2016 an attempt to call out on my landline revealed that it had been suspended due to returned check. I checked with my bank as advised by WOW. They said they had no documentation of any attempt by WOW to remove the funds from my account. They offered to draft a letter stating this. I spoke with WOW customer care on four occasions regarding the 137.00 in charges added to my account. One time was in conjunction with my credit union. They were even asked if they had the wrong account. (I'd received a call in error before stating that my bill was not paid) They said they had the correct information and that nothing could be done. My credit union suggested they provide me additional information. The supervisor informed me that none of the charges could be returned to me.

Desired Settlement: A statement that this is resolved. Refund of the 127.00 in charges paid for alleged return check. Record of no delinquent status. Someone came over and picked up the modem. I have never been delinquent. A courtesy notification had I been delinquent. Ten dollars was reversed for late charged.

Business Response: 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.

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***** *****

1/20/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: New Customer Sales Order agreement signed 12/15/2015 by me was not the price that I ended up being billed by Wow internet and cable service for servic When ordering the wow Ultra tv service I received a signed assurance from the salesman on a new customer sales order that the total I would be billed monthly for the first year 100 dollars plus taxes and that each year following the price increase was to be no more than a $5.00 increase every year for 6 years. This is what I thought was going to be on the invoice when I received it. However that monthly charge on the invoice, that I have since paid, but would expect credit for overpayment - - - is shown to be $135.00 plus total taxes of $2.72 and also a charge for Fees and surcharges of $16.80 and a credit of $12.52. And a part billing billing for a 2 day period of $11.64. My major problem is that the $135.00 showing for the billing month should have been in accordance to what the New customer order 100.00 a month leaving a difference of $35.00 that I believe should be credited to my account. When I went to Wow and talked to the salesman he state that he was unaware of the fact there was equipment charges that were required to be made as well as the $100.00 a month. U believe this is wrong because when a salesman sell a car the agreed upon price is what is financed and the fact that the car salesmen does not know the total story does not come into play. Believe I am due an extra $35.00 credit for each bill for the first year and that no bill after the first year should reflect a monthly charge of more than $5.00 each year increase. I paid the bill only to keep the services then dispute the amount at a later time. The salesman state that he was in error. We ended up having to buy a new TV at a cost of 160.00 dollars to have my wife keep the same services she had under ******* because we were not told by the salesman that to record all TV required to have HDMI input - - - otherwise you got a very dumb box without a guide or anything. This is in addition to the fact that we were provided a price that was not invoiced on the first invoice.

Desired Settlement: However I believe that the customer me should not have to pay for something that was not in writing originally from the company. Full refund of amount already overpaid as well as annotation to my bill that during the first year 100 dollars will be all that is invoiced for the calendar month and each year afterwards would only be a $5.00 increase yearly! Wow billing address WOW! p.o.box ***** Charlotte, NC ********** Phone number ************ 0 Salesman Name: ******* ***** Residential Sales Consultant *** * ******* **** Montgomery, AL ***** *******.*****@wideopenwest.com Phone ************ Cell ************ Fax ************

Business Response: 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. 

Consumer Response:


Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

 

After talking with sales manager have been authorized 3 full months of bills at which time I will start paying the increased rate!

 

If this is not true then I do not accept the offer!


Sincerely,

****** *****

1/20/2016 Advertising/Sales Issues
1/20/2016 Problems with Product/Service
1/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Canceled Service WOW! Continued to Bill! Canceled service and wow! Continued to charge for services at a vacant house. Asked for data used in those periods and was told records weren't kept.

Desired Settlement: I would like charges removed for services not received.

Business Response: We have tried to locate the old account the customer mentioned with the information provided, but there is no old account at: **** **** *** * Saint Petersburg, FL ***** and the customer has not provided us with a phone number in the complaint. If the customer can provide the address where the service was located or the account number we would be happy to look into this.

1/19/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billing for time not in use I switched providers on december 1. line was disconnected. wow is trying to bill for the month of december and part of jan. There was no services used from wow at my address from dec 1. I am willing to pay for the time used up until december 1.

Desired Settlement: To pay for services up until dec1 disconnect date.

Business Response:

This customer was only charged for services up until December 1st when the service was cancelled. The other charges on the account are due to unreturned equipment. We are assuming this case to be closed as we have advised that he was only charged for services up until the date that was requested on the complaint and the request has been met.

1/15/2016 Problems with Product/Service
1/12/2016 Billing/Collection Issues
1/9/2016 Billing/Collection Issues
1/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We have had our services off with the company since July 1, 2015 and despite several communications with the the are still trying to collect $260.1 from us. We will not pay this amount as our bill was up to date as communications prove.Date: Mon, 26 Oct 2015 20:03:54 +0000Subject: RE: ******************* disconnectHi ****,I received your request and have started the approval process to get the service backdated for credits. I'll let you know as the process progresses.Respectfully,****************, Patriot, OutdoorsmanBusiness Account AssociateOffice: X-XXX-XXX-XXXXFax: X-XXX-XXX-XXXXhttp://www.wowforbusiness.comOriginal MessageFrom: **********@twc.com (mailto:**********@twc.com)Sent: Saturday, October 24, XXXX X:XX AMTo: Kevin CaseSubject: ******************* disconnect*********************************************, INXXX-XXX-XXXXPlease disconnect my WOW! Business Account as of 06/22/2015***********, PastorHi ****, I?m very sorry the account hasn?t been disconnected yet. I should be able to get it disconnected and backdated for you. I just need the letter of disconnect with the general account information in order to process it. It doesn?t need to be printed or signed; essentially I just need an email with the red highlighted information from you. Example Disconnect Letter: Official Letterhead-or-Business NameAddressPhone Number Please disconnect my WOW! Business Account as of mm/dd/yyyy. First/Last NameTitle Respectfully,****************, Patriot, OutdoorsmanBusiness Account AssociateThe requested information was sent to them! Product_Or_Service: Wow business package Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Billing adjustment made and no further billings.

Business Response: Initial Business Response /* (1000, 9, 2015/12/28) */ We have attempted to contact this customer multiples times with no luck to discuss bill and to advise of unreturned equipment. At this time, we will be closing the case due to no response from the customer.

1/7/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unethical business practices manipulating customers into WOW false advertised claims of 60 day money back guarantee coupled with poor customer service Unethical business practices manipulating customers into accepting their offers based on false advertised claims of 60 day money back guarantee. Ordered WOW on 8/15 based on their advertised 60 day Money Back Guarantee Started WOW on 8/19 Wow first payment was made on 9/17/2015 $178.34 Called 10/07 at 8:39 am for 24 minutes to complain about WOW poor audio quality, poor internet speed that wasn't up to their advertised speed. I was told that they never offered 75 M internet and their max was 50 M. I stated that when I measured the speed, it was below 17 M. I was told that a remote reset/reboot was to solve the problem and I was asked to check if the issues were fixed. They did reboot my devices but nothing had improved, though. Called 10/08 at 8:54 am for 9 minutes to complain again about the quality of service. Got disconnected then called again 9:02 for 27 minutes to complain again but WOW male rep wasn't convincing on how they plan to fix the problem. At that time, I decided to ask the representative to discontinue the service and asked for money back guarantee. He instructed me to return the equipment to the WOW center in ******* Heights, MI and noted my request for money back guarantee. Returned the equipment on 10/XX XX:XX am to WOW center in ******* Heights and requested money back guarantee at the same time. A young lady (With tattoos/piercing all over) wrote down WOW X- XXX-XXX-XXXX on a piece of paper and instructed me to call that number (I still have that paper). I then called WOW to confirm the money back guarantee on the same day 10:13 at 10:47 for 36 minutes during which they gave me many reasons as why I wasn't eligible for their 60 day money back guarantee; one of which was because I needed to return and ask for the guarantee at the same time which what I exactly did. I asked the representative to check back against my recorded phone call of 10/08. I was promised a manager would call me back within 24-48 hours which never happened. Called on 10/28 first time on 9:33 am for 3 minutes; got disconnected Called again 10/28 second time 9:37 am for 68 minutes and I was told It was ok to waive the outstanding $104.23 and they said they will get back to me regarding my request to refund $178.34 I had paid. Called them again on 12/22/15 and talked to ****, supervisor, whose reasons for the outstanding $104.23 were: 1st reason he mentioned was that it was too late for me in December to ask for a money back guarantee for services started in August. Apparently, he didn't read the notes in my file. 2nd reason was that the money back guarantee was good for 30 days only and by the time I requested that 30 days had passed. It took me good 10-12 minutes to try to convince *** that his company's own rule is 60 days not 30. Then after 40 minutes of non-sense reasoning, **** cited a 3rd reason as why I wasn't qualified because I wasn't considered a new customer. I explained to **** that: 1- it was my first time to hear that 2- I was a customer 5 years ago 3- I had a different product back then The conversation with **** was not going to anywhere near a resolution. Below is a screen shot of WOW online Money Back Guarantee

Desired Settlement: Refund of my total payment of 178.34 payment made online on 9/17 and clear the outstanding balance of $104.23

Business Response: Initial Business Response /* (1000, 6, 2016/01/06) */ We have attempted to contact the customer about their billing questions but have been unable to make contact. The money back guarantee is offered to new customers only and since this customer had WOW services in the past, they are not eligible for a refund. However, since the customer had a number of problems with customer service and their WOW services we have credited the final balance of $104.23, leaving a $0 balance on their closed account. Initial Consumer Rebuttal /* (2000, 8, 2016/01/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Although there are no records of WOW attempts to contact me on my cell phone, I want that case closed.

1/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Damages to my home, negative effect on my credit, extremely poor customer service, problem resolution and follow up actions and phone calls. During installation my home was damaged, I reported it. Nothing was done for about a month. Finally someone came but didn't have the proper tools so nothing was fixed. I received a final bill for $94.96 after cancelling, I called and was told not to worry, it would be taken care of a not to pay it. I received 2 more bills and called each time, always assured not to worry, I wouldn't have to pay it. Nov 30th 2015 I received notice the bill had been sent to a debt collector so I called again. I was told that the installation company who was supposed to address the damage report never did so,and therefore my final bill was never taken care of, yet no one called me to let me know that things were not being done to resolve the problem. I was under the impression this problem was resolved. I have now been told that there is nothing they or I can do to fix this short of paying the debt collectors. My home was never repaired, my credit has been negatively effected and I have only gotten the runaround and broken promises from every person in the customer service department as well as the supervisors. My account #: XXXXXXXXX

Desired Settlement: I would like my $94.96 bill to be credited so that I no longer owe them that amount as I was promised several times. I would also like my credit report addressed so that this does not show as a delinquent/negative account at all. If that isn't possible, I would like some sort of restitution for all the unnecessary stress, time spent on the phone, future problems with my credit, and general hassle this whole situation has caused for me. I do not want any cable, Internet or phone service from this company as restitution.

Business Response: Initial Business Response /* (1000, 7, 2015/12/12) */ When the damage was initially reported a technician went to the customers home and repaired the interior. We have since made contact and repaired and insulated the exterior of the home. The balance on the account is for services received and will still needs to be paid. Initial Consumer Rebuttal /* (3000, 9, 2015/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is incorrect. If the balance needed to be repaid, I should never have been told that it did not. However, I was told several times by several different representatives that it did not have to be paid. As far as claiming that a technician did repairs the first time, that's a flat out lie. The tech did nothing other than return my equipment for me. He did not bring the proper tools or supplies to do the work that I specifically requested (several times because it was close to a month after my initial complaint before anyone came to do the repairs) last week someone finally came and did the repairs, approximately five months after my first request. This company has caused me more stress than any other company I've ever dealt with. I've been promised things that never happened or were absolutely not dealt with in a timely manner. I've been outright lied to on multiple occasions. I never once felt as though my calls, complaints or requests were considered valid, including things I was assured were important to the company because I'm a "valued customer". Maybe it's possible that my experience is one in a million, but I highly doubt it, as this has been five months of this and I've dealt with at least 15 representatives in many different departments. When the tech came to my home and actually did the work, he wrote me a check in the amount of $95 which only pays the creditor, it doesn't erase the delinquent account being wrongly reported by WOW. That is unacceptable. Final Business Response /* (4000, 11, 2015/12/19) */ I have tried to contact this customer several times by phone and email with no success. The $95 check was given to the customer by our technician. As of now, the balance is still owed on the account and has not been paid. This will need to be paid first before we can process anything further with the collections agency.

12/31/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Poor internet quality and working with WOW wideopenwest in ********* Mi with no resolution I have been trying to get poor internet problems resolved for over a year. I have had over 10 service calls and they cannot seem to figure out why it continues. They have admitted it is their fault that it is not right, yet continue to ignore my request to make the billing right until it is fixed. I have many documents providing the service interruptions including pictures of my computer in the limited service state. I have pictures showing responses from trying to run speed test where it was slow it faulted out the program while trying to test it. I have filed a complaint with the FCC and they agreed that my complaint is warranted. The executive response team responded to the FCC claiming the service was repaired and they credited my account for lost service. They lied about that as I am getting a shut off notice and calls from WOW cable just today claiming I need to pay my bill or lose service. I will open another claim with the FCC and If I dont get conformation from WOW within the next week, will file a lawsuit to recover the money I have paid them for services that were not provided. I have more than fair waiting on them to work on the issue but now they ignore my request and are not interested in making it right. My bill was increased from $99 a month 6 months ago to $154 a month now with no change in services. WOW cable will continue to lose business in this area as many people are changing over to another provider that just started supplying services in the area. With social media people discuss issues and recommendations about services in their area. wideopenwest has a very bad name in Hastings and surrounding areas. Please contact the proper authorities and make them honor their commitment to services. The FCC requires companies to supply the service they are billing for. I have not received it and am very frustrated as it is ongoing. When I contacted the call center, I told the operator I was not getting what I am paying for. She said we dont promise that you will get the speeds listed on your bill. I said the FCC requires that you do in fact provide the service I am being billed for. There was a long silence then she just hung up on me. I have also had supervisors promise me that they will take care of my bill until the problem is resolved. I said please make sure you are being honest as my service is about to be shut off. They insured me I had nothing to worry about. 3 days later it was shut off and I had to pay $30 more to have it turned back on. That happened twice. Please take care if it as I will not go any as many do. I have been a loyal paying customer for many years and deserve respect and a fair resolution. *** **********

Desired Settlement: I want my charges removed and as I ask the executive response team to start by crediting my account for 2 months of service. Not just the internet service but the entire bill for that amount of time. I read on a local media site that someone else complained about service being out for a day and they gave him a free month of service for the inconvenience. I was furious as they will do nothing for me and mine has been ongoing for over a year. After being lied to by the response team I would appreciate a refund for 3 months of service including the full amount of service and not just $20 for each month. They way I see it is if you take your car to a service center to get it fixed and it runs but quits every few miles but have to wait an hour until it will start again, you would not accept a refund on your bill to include only the time it sat along side the road. You would demand a full refund for not resolving the issue. If I dont get this resolved and file a lawsuit, I will also add lawyer fees along with the time that I have lost to be available for in home service. They normally tell me I need to be available for a 12 hours during the day of the service call or they will not schedule it. I have also had 3 different occasions where the service technician never showed up after I turned down work for that day to be home. Please respond as soon as possible as I plan on filing the proper papers by weeks end to get my fair refund for these services.

Business Response: Initial Business Response /* (1000, 6, 2015/12/11) */ Customer stated that it could be an issue with his drivers on his computer that is still causing the internet issues. Called customer several times to discuss credit with no success. Initial Consumer Rebuttal /* (3000, 8, 2015/12/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The customer (me) did NOT state that it could be the drivers. It was recommended by WOW cable that it is possible on XX-X-XX and have that in writing as well. I explained that after the issue started, I went and bought a new computer to rule out that equation. I did not change anything on my computer and the problem is resolved for the time being. I was told that there was interference in the lines and that problem has been taken care of. As far as someone contacting me to discuss credit, Id like to know who that person is, because there were no calls received by me. I know they have the right number on file, because they are always able to contact me to say my service is going to be shut off for non-payment. I do have in writing that they were going to refund 2 months of service, but they didn't do it until after I filed another complaint. Yes you can close out the complaint since it is much better, but wanted to respond because the information you received was not true. Final Business Response /* (4000, 10, 2015/12/17) */ Per customer, we can now close out this complaint due to receiving credit for the service issues.

12/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They charge $9.50 to for broadcast stations although their website states "Local broadcast stations included at no extra cost." The website (http://www.wowway.com/our-products/bundles/florida/pinellas) states "Local broadcast stations included at no extra cost." However, the bill includes a monthly $9.50 ($114 annually) cost for "Broadcast TV Fee." The customer rep told me they would not remove that, and that the only way to avoid the fee would be to not get broadcast stations. So there clearly is a charge for broadcast station that the advertising lies about.

Desired Settlement: I would like the "broadcast TV Fee" removed from my current and future bills so that the price advertised matches what I receive.

Business Response: Initial Business Response /* (1000, 6, 2015/11/16) */ The Broadcast TV surcharge is not a charge to provide you local channels. The Broadcast TV Fee is a monthly fee applied to all Basic Cable and higher accounts. The Broadcast TV Fee is not an FCC or government mandated fee. The surcharge helps to offset some of the continued increase in programming fees that WOW! must pay to broadcasters and therefore varies by market. Initial Consumer Rebuttal /* (3000, 8, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are charging a fee for something their website specifically says there is no charge. You can't advertise something as coming at no cost and then charge a fee. A clothing store that says "buy a suit and get a tie at no charge" can't then go back and charge you a fee to offset the cost of the tie. If WOW wants to charge a fee for broadcast channels they cannot advertise it as coming at no additional charge. To do so is not misleading it is to flat out tell a lie. Final Business Response /* (4000, 25, 2015/12/11) */ We will not be providing credit for the broadcast TV fee. We have explained this several times to the customer. The Broadcast TV surcharge is not a charge to provide you local channels. The Broadcast TV Fee is a monthly fee applied to all Basic Cable and higher accounts. The surcharge helps to offset some of the continued increase in programming fees that WOW! must pay to broadcasters. Final Consumer Response /* (4200, 27, 2015/12/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have not offered any resolution. They are blatantly lying about the their pricing. Their $75 plan really costs 84.50. The "fee" they are talking about is not a real fee. It is simply a change in their base price. Of course they have costs associated with providing their products. Every business does. That's how operating a business works. If they want to raise their price in response to changing costs they need to update their advertised price accordingly. Otherwise their advertised price is a lie.

12/28/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: My service has been interrupted multiple times my phone will not stay connected to the internet also costing me money. The entire month of November my service for cable and internet has been interrupted I pay for ******* and also my phone which need internet usage this is costinge data and also I'm not able to enjoy my television Also when there are popular shows on my service is also interrupted.

Desired Settlement: I wish to have this month free and an understanding that this will no longer continue.

Business Response: Initial Business Response /* (1000, 6, 2015/12/11) */ There is no number listed for customer on complaint or on account. Tried to contact to resolve service issues by email several times but no success.

12/28/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: The internet service speed is not what I am paying for. The speed is 15mbps. I am paying for 30mbps. Customer service is awful. I have been a customer of Wow! for 5+ years, and have always had issues with the quality of service they provide. I called today (12/8/15) to attempt to resolve the internet speed issues. I ran the speed test several times with their representative on the line; we consistently got 15 mbps. I am paying for 30mbps service with them. After trouble-shooting with the modem and router there was no difference in the internet. We have replaced their equipment because it was faulty, and purchased our own router, and modem. We have tested the equipment at a friends house with a different provider and have no issues at all. The representative set up a time for a tech to come take a look at the lines and see if anything could be done. When I asked about compensation for the fact that we had been paying for 30mbps service, but only receiving 15mbps service I was offered a $10 credit on my account. When I explained that that does not cover the $150/year that we were not receiving service for he offered me $20 credit on my account. When I again said that that was not good enough, and asked to speak with a supervisor he said he would put me on hold while we explained the situation to his supervisor. I waited on hold for around 10 minutes. The representative got back on the line and asked if he could help me anymore before he transferred me to his supervisor. I said no. He put me on hold again to transfer to the supervisor. I waited on hold this time for 15 minutes. When I got on the phone with the supervisor I explained the situation. I suggested a desired compensation for the consistent problem in the way of a $5/month reduction in my bill. The supervisor refused this. She said she could offer me a one time $5 credit for the issue with the service. When I asked why the original representative offered to compensate a one time credit of $20 the supervisor said he wasn't following procedure. Overall I got the impression that they had/have no interest in resolving the issue or really trying to make the problem right; only to placate and continue to consistently provide subpar service while they collect the profits. Extremely unhappy with the service (or lack there of), and the customer service (or lack there of) I was provided.

Desired Settlement: reduction in bill in the amount of $5/month for 30mbps internet service.

Business Response: 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.

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was denied WOW internet and cable service due to a policy around 'shared living'; it was explained to me that sense there was debt owed from the same location I'm currently requesting service then I would be denied until that bill was paid if it was found I lived in the residence during that time. When I attempted to escalate this issue I was hung up on twice prior to speaking with a Supervisor( that call was later dropped). I requested to know who the person was and the timeframe they are referring to that the debt was made but I was told they couldn't give me that information. I received a follow up call on 12/8/2015 where it was confirmed that since my number showed up on both accounts they would not allow me to have service. The representative tone was rude, condescending and rude when I attempted to ask additional questions around escalating to his manager and the director of his center. He refused to allow me to escalate to the Director, would only provide me first names although I requested a last name and or personal ID; he stated his manager********** may not be available but I can leave a message. He then proceeded to place me on hold for 12mins before transferring me to her voicemail which seems to of been an attempt to get me to hang-up instead of leaving a message.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to receive confirmation that the first employee I spoke to who hung up on me twice when I requested a supervisor on 12/7/2015 has been coached and reprimanded in addition to the last employee I spoke to that placed me on an unnecessary hold for 12mins so he could avoid me escalating my concern. In addition, I want to know the dates they are stating I lived in the residence and what process I need to go through to prove that I wasn't a resident so I can have service that is require

Business Response: Initial Business Response /* (1000, 6, 2015/12/14) */ We have advised the customer that the representatives she spoke with will be given feedback for the customer service she received as deemed necessary. We have also advised the customer to send the necessary documents and we can set her up with service upon arrival of these documents.

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Was promised rate of $20/month for internet services until Nov 2016. Rate increased with no warning to $30/month for same service in Dec 2015. I used WOW previously at my old home. When I moved in July of 2015, I shopped around for new internet service. I was told by the WOW representative that as long as I purchased my own modem, service would continue at a rate of $20/month for a year, from the time of the new installation. When my rate increased to $30/month in December of 2015, they simply told me that I was "told wrong" of that rate continuing, and that they could no longer offer me the rate of $20/month. If it had been disclosed to me that the promotional rate of $20 would expire 5 months from installation rather than the 12 months promised, I may have chosen a different provider or not purchased a modem. Even if it was a mistake that I was offered 12 months of the $20/month rate, WOW should honor it.

Desired Settlement: I would like my rate put back to $20/month until November 2016, as originally promised.

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

12/22/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was promised by a customer care representative a lower rate for 12 months that was not honored. On or about XX-X-XX I called Wide Open West to cancel my cable, internet, and phone service due to a significant increase in price. During that conversation I was offered a lower monthly rate ($110 from $156.54) beginning the following billing period. On XX-XX-XX I viewed my bill and noticed the discount was not applied. I called WOW to inquire the reason for this oversight. The representative informed me that he had the notes from the 11-3 conversation and placed me on hold to investigate. Upon returning from hold I was informed that the first representative should not have given me that price and WOW would not honor the agreement that was made during the 11-3 conversation. After being repeatedly told they would not honor the price I was quoted I asked to speak to a supervisor. After 20 minutes on hold the representative came back on the line and told me it would be a while before a supervisor was available and if I wanted I could leave my number and a supervisor would call me back. Unfortunately no one called me back before I retired for the evening. My account number is XXXXXXXX. If you need further information please contact me.

Desired Settlement: I request that WOW honor the agreement that was made on 11-3-15 for $110 a month for 12 months.

Business Response: Initial Business Response /* (1000, 6, 2015/12/18) */ As requested we have adjusted the customers current monthly price to the amount that was promised. Initial Consumer Rebuttal /* (2000, 8, 2015/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/21/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Not reliable business practice. In 9/3/2015, Representative of WOW who called ** ******** with ********* came to my door and advised me to switch WOW internet service and specifically told me that I will have one month to decide - if I don't like it, I can return anytime and more importantly, if I decide, I can start paying it in second month. So, in the first week of November, I got a bill that asking me to pay two months - including first month and the language that they put such as ** if you don't pay, we will do these and those, damage your credit score etc.that were not except able for me**. I called customer service and explained the situation and they told me that there is no such one month trial with WOW that was a big surprise with me and it was shocking news so, I told them to cancel my internet service and I returned their modem right away. Customer service rep. apologized and told me that she will put my situation into **two months money back warranty**. So, I called WOW three times later on and they were not able to resolve this issue. As a result, I paid my bill as of 11/28/2015. I'd like to complain about WOW because of, first Customer rep. did not tell me the truth when he showed up at my door, secondly they wasted my time that they couldn't put this situation into two months money back warranty. I do feel that I was insulted by WOW. I do live in US for 8 yrs. and I never fail to pay any of my bill. I want my money back. Best Regards, ******* ********

Desired Settlement: I want my money back.

Business Response: Initial Business Response /* (1000, 6, 2015/12/07) */ As requested, provided customer with credit that was agreed upon.

12/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Customer service wanted to charge replacemet fee for defective equipment that is rented monthly. Called WOW customer service to have defective remote controls replaced. CS informed me that I would have to pay replacement fees, even though I am charged montly rental fees for the equipment. After I told CS that I wanted to discontinue service the retention department would send the replacment equipment at no charge and I discounted contract rate if I retained services. I agreed, but WOW has failed to send equipment despite me retaining WOW services.

Desired Settlement: Replace equipment, and provide contract rate similar to what new customers are offered. Being a customer of WOW of 13 years, WOW should demonstrate good faith in customer contracts.

Business Response: Initial Business Response /* (1000, 6, 2015/12/01) */ We have had a technician deliver the remotes to the customer home to ensure they where received. Initial Consumer Rebuttal /* (3000, 8, 2015/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) WIdeopenwest provided the replacement equipment, but did not honor the promise to reduce contract rate, but instead increased the rate. This is not what was promised, as does not demonstrate good faith or fair business practice. Final Business Response /* (4000, 10, 2015/12/08) */ We have corrected the billing to reflect a lower rate as the customer requested.

12/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: If you try to get Customer Service, it is like playing Russian Roulette. I am writing due to the fact that I have been with WOW a year next month. In the last year I have had horrible service. I have had up to 5 service calls to my house, 4 of which required them to replace the box, and the last guy that came told me I had no problems with my box it was the connection(told me other techs did not know what they were doing). This is not the only problem, I have called in way more than 5 times. The times I have called, I have been hung up on, transferred multiple times to the wrong departments, and had employees who spoke such bad pigeon English that they could not be understood. If that is not bad enough you have to repeat yourself about your problem and before you can do that you also have to REPEAT your account information EVERY TIME.

Desired Settlement: Reasonable rate, and programing that fights my needs.

Business Response: Initial Business Response /* (1000, 6, 2015/12/03) */ Customers issue was resolved and a credit has been applied to their account for the trouble.

12/18/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have been ripped off by wow cable company. Received their service in February 2015. I was told I'd have to pay upfront as well as an outstanding bal When I received wow service in February 2015 I was told I owed knology a previous bill as well as an old bill of my mother plus the first months bill before I could receive any service. Once these were paid I told the customer service person what package I was interested in. I told them I wanted the fastest speed internet cause I was going to class online. The cable package I chose was then selected . Once the service waa installed my home in was not working so they said they would send someone out to look around. Once things were up and going I realized they hadn't given me what i originally asked for. Once I did this they put in their system it was an upgrade instead of fixing their own error. This service I was under the impression I had which had me locked in for 12-24 months paying 112 a month soared up to 160 or 150 they added a partial month bill for an upgrade, that was supposed to been then fixing their error.

Desired Settlement: I WANT money back for the upgrade and EVERY cent they charged me over what I originally was told and was under the impression i was on

Business Response: Initial Business Response /* (1000, 9, 2015/11/20) */ We have attempted to contact this customer multiple times leaving a callback number and have not heard from them. Can we verify if they still want to pursue this matter. Initial Consumer Rebuttal /* (3000, 11, 2015/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told when I originally signed up to wow cable I was locked in for 12-24 months with the agreement where I would be paying 112.00 every month. The service got installed and their was no signal fit me to even use, so they said they'd send out a tech to check. Once it did come in they did not have my cable or internet in what I originally signed up for so I called back explaining to the customer rep. This person said they'd fix the issues, but once they changed things the bill was charged a partial for something I originally ASKED for. I tell them to fix the issues of the outrageous bill they stuck me with but they will say they did but don't.then one representative told me I was lying about it. They don't care long as they receive their money. They made me pay upfront for service, and pay off an old bill my mother had in the past with knology. I didn't understand why or hire they could do that but I was going to school online so I needed the service but they con artist Final Business Response /* (4000, 13, 2015/12/04) */ The rate the customer is quoting, $112 per month, was given the customer in February 2015, they have since called in and been given credit for the service issue they had and updrgaded to a higher level of service. The bill as it stated is correct, if they would like to change their services we would be happy to assist, we have tried calling the customer multiple times and been unable to reach them.

12/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was billed after service was removed in Jan 2012. Spoke with corp. all charges removed. Tried to get svc in Oct 2015 told I had unpaid bill. I moved into **** **** Avenue in December of 2011 and had WOW install services. Found out within a couple of weeks that Sales lied to me about packages and I was not pleased with service. Cancelled with WOW and had another provider installed when WOW picked up their equipment. I paid the bill from WOW that was to be my last one. However, WOW continued to bill me as if I still had service with them. I contacted WOW's corporate office NUMEROUS times to resolve the matter and we reached a resolution that I owed $0.00 At that point I never heard another word from WOW. About a month or two ago, I decided to change cable providers and contacted WOW about service. I was told they couldn't help me because I had a Bankruptcy in 2013 and WOW had not been included in the proceedings. I was totally caught off guard because I didn't owe them anything as their Corporate Office and I had come to a conclusion. WOW REFUSED to provide service for me until I paid a past due amount. They claimed I had a returned check that needed to be paid as well and I explained that I had stopped payment on the check and their Corporate Office was aware. I tried for weeks to reach out to Corporate and get my account cleared but was unable to reach anyone to help me. FINALLY I spoke with ***** ***** around August 21 here in Columbus WOW and he promised to take care of the matter. He also told me that the tenant who lived here prior to my moving in had left a balance with WOW and he thought that may be impacting my problem as well. Again, ***** PROMISED to take care of this and arrange for me to get their services. When I didn't hear from him I again reached out and he told me that the bill had to be paid and he stopped all communication with me. I made additional calls to WOW resolution departments and nothing EVER was taken care of. My father, who lives with me received a flyer from WOW in the mail, he called them to discuss service and he was told he had filed Bankruptcy and that they couldn't work with him. My father is 86 years old and he has some service rep. accusing him of filing for bankruptcy which he NEVER HAS! His social security number has nothing to do with mine so why was my father hassled? Dad was visibly shaken when he got off the phone, and WOW again had promised him they would look into the situation and get back to him. NOTHING....... This matter was resolved in 2012, I heard NOTHING from WOW in all those months, not a collection call, not a piece of mail, not input on my reports, NOTHING! To date WOW still refuses to provide me with service which is totally asinine and I am tired of being discriminated against. Yes I had a Bankruptcy in 2013 due to Identity Theft but my parents did not. If WOW had a legitimate claim that I owed them why did they not reach out to me. Not a word was heard from WOW after the account balance was $0.00 by the Corporate Office. Apparently they don't care to have my business. I thought WOW was a reputable company.

Desired Settlement: I want my account cleared like I was told it was in 2012 and allow me to have WOW service. They need to clear my father's name and social security number since he never had the service in his name. I would love to be a customer of theirs but it appears that they change rules as they go and I for one feel it is inappropriate.

Business Response: Initial Business Response /* (1000, 11, 2015/11/12) */ We have tried reaching the customer multiple times and after speaking with them, they are now refusing to communicate with WOW. The balance on the account is valid and the customer has been told both in 2012 and during our recent conversation that they were not eligible for the money back guarantee and since the debt to WOW was no included in their bankruptcy, it will need to be paid to be removed from their credit or to receive service from WOW. Initial Consumer Rebuttal /* (3000, 13, 2015/11/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) First of all the statement from WOW is not only a lie but a laughable lie. They contacted me once and I spoke to them regarding the issue. The representative told me that he wasn't surprised that many of the conversations I had with various WOW staff was not in the file and that it happens often, especially with a ***** ***** from Columbus. I have the emails between ***** and the other executive WOW representatives and validated the information to them. Again, I was told it 'wasn't surprising that ***** ***** had not recorded our correspondence.' Second, the communication between myself and WOW in 2012 was NOT the answer I received. I was never told that I owed a past due amount and after numerous calls to corporate WOW my account was given a $0 balance. This was done because they continued to bill me for monthly service after I had canceled their service and Time Warner became our cable carrier. This matter was settled in 2012. WOW was not included in my bankruptcy because I was told by WOW that my bill was zero and there was nothing on my credit report to contradict the 2012 decision. I filed in 2013 due to my identity being stolen and was advised by my attorney to file and I did. AGAIN I had nothing from WOW to submit to my attorney and their $0 balance decision on my account was honored. WOW refers to a Money Back Guarantee. I have no idea what this guy is talking about. When does cable companies offer a money back guarantee on their services? I researched it on the internet and there is not ONE reference to a single cable company, including WOW that offers a money back guarantee PERIOD! During the last, and only conversation with WOW since I filed my complaint the WOW representative continually referred to the 'guarantee.' I firmly believe this is an excuse not to uphold the 2012 decision to clear my balance. As for the accusation that "they are now refusing to communicate with WOW" is absurd and another way to slander myself and my complaint. They called once and I spoke to the representative. The second time they called he spoke to my father. I had gone to a doctors appointment, I have a fractured right heel, to be examined. The representative spoke with my 86 year old father who asked the rep. to call back. He has not called back yet. So the theory that we are refusing to communicate is another lie from WOW. I asked the representative about customer service accusing my father of filing bankruptcy and why was his social security number associated with mine. He told me that it was a MISTAKE made on behalf of WOW and that the information was MISREAD by the representative. ANOTHER mistake made on behalf of WOW. I do not owe them a past balance and demand they observe the decision in 2012 from their own corporate executives. It appears that WOW has admitted that their employees don't accurately record their conversations with customers, especially those that have a compliant. Second I keep hearing about a Money Back Guarantee that makes to sense what so ever. And another scenario that ***** ***** threw into the arena is the fact that the previous tenant a ****** ****** left a balance with WOW and that had been applied to my balance, "by mistake of course" and that was also keeping me from their service. BBB, what I see and hear are a lot of excuses from WOW for me to pay a balance that I do not owe. I see and hear from them many things that don't make sense and the fact that WOW is blaming everyone, IE former employees, previous tenants, and of course ME for this issue. All I am hearing is that I owe the money, but nothing but pathetic claims, lies and excuses from WOW. I am also EXTREMELY angry at the accusation that we REFUSE to speak to them now. WOW must be pretty desperate for money if they want to renege on a decision made in 2012. Also, I would like to add that when my account was given a $0 I was told 'they hoped I would give WOW another chance as my cable service provider.' Final Business Response /* (4000, 19, 2015/11/28) */ The bankruptcy was filed after she started service with us. We did apply a credit for time before she had declared bankruptcy. Customer wasn't satisfied with the resolution but the balance is valid. Final Consumer Response /* (4200, 21, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) Another lie from WOW! I have had service with Time Warner for years and during the time of my Bankruptcy. This company has no idea what they are talking about and each of their responses has been a different lie. Yes a woman called Saturday evening and gave me information that was NOT true. Service with WOW was very short because they lied to get my business. When I found that out, I cancelled, they picked up their equipment and I had already been using Time Warner. All WOW can say is "the balance is valid" which is the only thing that has been consistent with each of their replies. It appears to me that this company is DESPERATE for money since they continue to renig on their initial resolution. It also appears that they can't keep their records up to date. Especially when a representative admits that their record keeping was not accurate or to date. That implies guilt and therefore they need to stand beside their original resolution. That is a balance of $0 and the opportunity to work with them again.

12/14/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Wow cable sent a representative to my home at which time this male questioned my minor child asking him who was in my home A wow representative approached my home where my son who was 11 years old at that time was taking the trash out and asked him if mom and dad were home he explained that dad was sleeping and that the adult babysitter was home he then started questioning my son as to whether there were any siblings in the house and who they were this is a violation of the fair debt collection act as this adult male had no business with my son or my other children and had no rights questioning about the children in the house

Desired Settlement: I would like something done to assure this never happens again I was told they would take actions but the same male continued to try to contact me so I returned my equipment and went with a different service provider wow then put past due balance on my credit report and stated that they are not willing to do anything but collect the money I owe

Business Response: Initial Business Response /* (1000, 6, 2015/11/25) */ We have applied credit to the customers account and they have indicated they are happy with that resolution.

12/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Change monthly charge without notice, very bad attitude from Customer Service Supervisors I have been using WOW! Internet with 30MB speed until Aug 2015. In Sep 2015, Customer service offered me an upgrade to 60M for the same monthly charge when I called. I was told by the representative that I have to upgrade my modem in order to have a faster connection. So I bought a new modem for $84.79 on 09/11 and upgraded to a higher speed. My 09/15 bill was $27.90, paid on 10/07/2015. In late Oct, I received a bill with $50/month. I called Customer Service and was told that they have corrected it and I am only going to be charged for $27.90 for Oct and afterwards. But my credit card was still charged by $50 on 11/06/2015. I called again and supervisor said that I can either pay $27.90 for 30M or 50 for 60M. He credited $23 for my Oct bill. I told them I will not stick with Wow, but I asked Wow to buy back the modem I bought, but they refused.

Desired Settlement: 1. Credit $23 for Nov,2015 bill (Wow already agreed) 2. Credit $23 for Dec,2015 bill, as I need some time to switch to another internet service. 3. Refund $84.79 for the modem.

Business Response: Initial Business Response /* (1000, 6, 2015/11/16) */ Your bill has been explained to you and will be a charge of $50.00 a month going forward. We will not compensate you for the cost of your modem that is a choice you made. Initial Consumer Rebuttal /* (3000, 8, 2015/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I was told in Sep 2015 that my monthly charge will go up to $50M in Nov 2015, I would not change my plan and would not have bought another modem. I had a modem good for 30M speed already. I bought the new modem because I was told by Wow that I need a faster modem for the upgraded connection speed. Final Business Response /* (4000, 10, 2015/11/25) */ WOW does not reimburse for customer purchased equipment, the customer has the option of renting a modem from WOW and returning the modem they purchased if the would like. The customer's monthly rate has been reviewed with them and is the lowest rate available for their level of service.

12/14/2015 Advertising/Sales Issues
12/9/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Unethical business practices. Improper billing & lying to customers for monetary gain. 06/15 We experience repeated service interruptions. Pixilated TV & black screen NO SERVICE. We also discussed pricing $119 per month until 06 of 2016 after two $10.00 increases in rate. 07/15 We called repeatedly with NO service. We were told to pay the bill & wow would make it right and to use the digital phone reboot to try to correct the problem. We were promised a tech at no charge otherwise we were going to terminate service. The tech came out 4 times in the same day. Still NO service. We were charged for the tech anyway. Wow agreed to remove the tech fee but raised our rate $40.00 per month. 08/15 we had 10 days of service. Another tech was sent out in August stating there was nothing wrong with the service. The day after he was out, again, NO SERVICE. We asked to have the bill adjusted to accommodate the fact that we had NO service for most of the billing cycle. They credited the bill $20.00 for our inconvenience. We refused to pay the bill based on the verbal quoted price & the lack of service. We have paid our bill faithfully with WOW on time for 5 yrs now. We refuse to pay for service we did not receive. We were told WOW would make it right. Nothing has been made right. I've spent many hours on the phone with customer service to have "managers" state they'd review my account & call me back. NO ONE CALLED BACK!!! The last incident 11/5, 11/6 & 11/7 we had NO service. 11/9 Wow disconnected our service for non-payment. 11/9 we called customer service in an attempt to resolve this matter. PROMISES after PROMISES to have NO service. We were told they won't credit the account for non-service nor honor the agreed amount. We can just PAY THE BILL and if we want to reconnect it would be a $72.00 reconnection fee. We are honest decent people. We pay our bills ON TIME. We expect to get what we pay for. $148.00 to stare at a black screen & sit on our cell phone with customer service is not acceptable. We received 20 days of service in June at a rate of $108 for 30 days of service. We paid the $108. We received 10 days of service in July for 31 days of service. August we had 12 days of service. This month we were told to pay $24 and it would cover the August balance. The remaining was invoiced again as "delinquent" in Sept. WOW refused to honor their manager's decision to discount the invoice. Sept we had 14 days of service & refused to pay the bill until they resolved the billing. October we received 22 days of service. Our bill was increased Sept. & October to $148.00 per month. We refused to pay this amount based on the verbal contract stating our bill would not increase until 06/16. Finally on 11/9 we contacted WOW stating we were willing to pay for the days of service received at the agreed rate but will not longer to business with them. They stated we never called. We never had any troubles. Customer service basically is no many words called us dead beat liars and told us to PAY OUR BILL.

Desired Settlement: We want to pay for the days received from 06/15-11/15 at the agreed amount. Terminate service, drop off their equipment and move to our new cable company. Never to look back.

Business Response: Initial Business Response /* (1000, 6, 2015/11/25) */ We have not been able to contact this customer. We have credited the past due on their account, along with the credits the customer received for service issues in the past few months a total of $276 has been credited to the account. Additionally the monthly rate has been corrected to $105 per month plus tax. If the customer has any further issues or questions, they can reach us at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 8, 2015/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) We made attempts to call WOW when their Executive offices left a voice message. In returning their call and leaving several messages we didn't receive any additional communications. The response indicates our account has been credited for $276.00. Our bill shows a balance due that exceeds this amount. The response indicates the past due balance has been credited. We'd like to have in writing something that indicates a zero ($0) balance. In addition we're showing reporting on my credit bureau stating "late" payment. This needs to be corrected as well. We have dropped off all of WOW's equipment & service was terminated 11/09 for non-payment. We have selected an alternate provider. Therefore we are no longer interested in their $105.00 per month offer. Zero balance letter would then conclude our relationship with WOW & rectify this matter. Final Business Response /* (4000, 10, 2015/12/05) */ Disconnected account as of 11/09 and account is now at a $0 balance as per customer's request. This should rectify the situation. Final Consumer Response /* (2000, 12, 2015/12/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) Wow has agreed to MAIL a hard copy of 0 Balance due per *******.

12/7/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I just want to receive better cable service from WOW. I spend over two hundred dollars a month and don't receive the service that I use to get. In Columbus Georia, WOW Customers,including myself are experiencing outages when watching shows on their tv's, screens going blank for about 15 seconds. If the screen doesn't go blank, the screen will freeze up and the sound will go completely off.Once again this will last abount ten to fifteen seconds in length. I have called the problem in atleast four times. Two adjustments were attempted throught the phone line without success and two attemps were done with two technicians coming by my house (at my expence) in an attempt to find the problem. My wife began to record some dates that these errors occured. These are just a few. 10/23 4am 15 sec, 10/XX X:XXam 15 sec, 10/XX X:XXpm 15sec (All three screens going blank. 10/26 OWN 12:45am no sound, 10/28 MSNBC, 2:50pm no sound and it goes on and on. We talked to other WOW customers, and they say they are experiencing the same. The last technician that was here said that they know what was causing the problem and that the part was coming in that it would be fixed last week. Last week has pasted. Here we go again. "A lot of idle promises" WOW! I think people had better service before WOW purchased Knology. In fact, for one, I know I did. Can someone their in Headquarters help those customers in Columbus before they jump ship? Competition is a rough thing. Thank You.

Desired Settlement: Please correct problems as soon as possible.

Business Response: Initial Business Response /* (1000, 6, 2015/11/21) */ The customer has been contacted by our local technicians. We are replacing equipment on our network in the next few days which should resolve their ongoing video problems. Initial Consumer Rebuttal /* (3000, 8, 2015/12/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is room for improvement to correct the problems that was cited on my complaint. I have noticed considerable results of WOW's work in signal corrections on my televisions. However, there are a few silent spots and stalled pictures, still occurring, but not as many as before. The personnel has been friendly and considerate to my problems, both here and at corporate. I want to thank them all. My only wish is that they stay with this problem until it is wiped out completely. Also look at WOW on the Internet, where the same thing is occurring in broadcasting FOX programs. Thank You. Final Consumer Response /* (2000, 9, 2015/12/07) */

12/7/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Given wrong information regarding bill. Told to pay for service reconection. Services not reconnected. Told I'd get a refund, received no refund. I spoke to a rep regarding a credit for phone services for over a year that I didn't even have. They could only give me a $50 credit at max. They gave me the credit and advised me to pay remaining past due of $90. I did that. The next month on the 15th I went to pay as they had disconnected my services and they asked for full past due which was $116 so I decided to pay $125. This did not reconnect my services so the customer service rep told me it's because I was 60 days past due. He saw that I had made the payment but apparently the 50 dollar credit did not go towards my past due so it looked as if I had not satisfied my bill that month. He got a supervisor as I was furious and told me he can refund the $125 or allow me to make another payment of 157 to get services reconnected. I chose the refund and he advised 3 business days. I called on 10/23 to check status of refund and rep told me no we don't do that. She got manager that told me wow does not refund money every. It's not even possible. I advised him I would be getting intouch with the BBB and he said I can call corporate but he can't do anything.

Desired Settlement: I want the $125 refunded to my account. B/c of this situation I had to get new cable and internet services which was expensive to start up. All while missing the $125. This is very stressful and I don't think a big company like WOW should have different call centers with different practices.

Business Response: Initial Business Response /* (1000, 12, 2015/11/20) */ Customer states they were promised a 50$ credit and never received it, they did receive it, it was posted to their account on 9/10 and on was on their 9/30 statement. Customer paid $125 after their account was disconnected and wants a refund of that amount, that payment covered services from 8/30-9/29 and will not be refunded. Customer wants to restart their WOW service; we are unable to restart without the remaining balance on the account being paid in full. We have called the customer multiple times and have been unable to reach them, leaving a voicemail more than once.

12/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Overbilling, random frivolous charges, absolutely zero accountability I became a WOW! subscriber in July of 2015. Since that time I have suffered a near constant headache when it comes to WOW! and their billing. I can pretty much expect a "situation" every single month when it comes time for WOW! to bill me, or collect their monthly fee. For starters, each month my bill shows a balance ~$150. Despite excruciating calls to WOW! customer service twice or three times a month, I have yet to hear an explanation for this balance. It is this balance which allows WOW! to continue their practice of overcharging me for service, collecting late fees, shutting off my cable, and withdrawing more money from my account than I've authorized. I have paid late fees nearly every month, despite sending in my bill ahead of time. Sometimes when I call and complain they remove the charge, sometimes they don't. I have the unfortunate suspicion that WOW! just throws numerous baseless charges onto my bill in an effort to see if any stick. In September of 2015, I paid my WOW! bill for the agreed upon amount of $35 well ahead of time. Later in the month WOW! shut off my cable. When I called them they claimed that my check had bounced and that they would need the balance paid, in addition to a new late fee and a fee for a returned check. This, despite both confirmation from my bank that no check had bounced, and confirmation from WOW! that I had paid without problems at the earlier date in the month. I ended up having to eat the charges in order to have my cable turned back on. I was goaded into setting up auto pay to avoid this situation in the future. Giving WOW! license to withdraw from my bank account was a huge mistake. In October of 2015, WOW! withdrew $129 from my bank account, putting me in the negative, which incurred overdraft fees. When I called WOW! for an explanation, and to express my displeasure, I was basically told "Too bad". I suspect it's again this mystery balance that's emboldening WOW! to continue to overcharge and overdraw every billing cycle, despite the fact that they have yet to explain to me what this ~$150 balance is for. On the most recent phone call I told the rep that I no longer wished to be enrolled in autopay (so that lasted a month!) because obviously WOW has shown they can't be trusted with access to my bank account. I was told that the unenrolling process had been set in motion, but that it might take up to two (!) months before WOW would stop collecting from my bank account! This is absolutely unacceptable and I just can't afford to have WOW! meddling with my financial stability every month. The icing on the cake is that I've just received another bill from WOW!, for the same month that I've already paid an inexplicable $130 for. It's for another $120, due upon receipt. Again, absolutely no explanation. I really just need WOW! to get their finances straight, unenroll me from autopay, refund the frivolous additional charges that have plagued me since July, and send me a bill for $35 a month like I agreed to when I signed up for service. So far, repeated calls to WOW! have completely failed to resolve this in any way.

Desired Settlement: I really just need WOW! to get their finances straight, unenroll me from autopay, refund the frivolous additional charges that have plagued me since July, and send me a bill for $35 a month like I agreed to when I signed up for service. So far, repeated calls to WOW! have completely failed to resolve this in any way.

Business Response: Initial Business Response /* (1000, 6, 2015/11/08) */ Your billing has been explained already but if you would like we would be glad to go back over it. The reason your bill is so high was due to payment issue. If you have any other questions please let us know. Initial Consumer Rebuttal /* (3000, 8, 2015/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is precisely why it has been so difficult to get any results or progressive action out of Wow. They gloss over issues with the generic response of "payment issues" when I have confirmation #s for every payment ever made. This is unacceptable and it is simply false. I rely on my bill estimate for a reason. I have a budget and if I wanted to spend $130+ a month on wifi I would have stayed with Time Warner. Final Business Response /* (4000, 10, 2015/11/20) */ Customer had a returned check which generated a fee and caused their account to be past due. The customer has been made aware of the returned check payment and has paid the bill. The future billing will show as 35$ per month and the autopay has been discontinued as requested.

12/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I pay monthly on time for cable, internet and phone service from WOW and only get intermittent services working. I have been a ********* and WOW customer for 5 years and this year has been the worst service ever.My cable, internet and phone services work intermittently. They turn on and off randomly. Ill be watching cable and the picture will patternize and freeze and 2 minutes later will work properly and 3 minutes later repeat. My internet will freeze randomly and then start working, even as I write this complaint, the internet is freezing up. My phone doesn't work properly people cant hear me and sometimes I cant call out. Im writing this complaint because they were to credit my account earlier this year because of these issues and never did. They make promises the don't keep. I just want the service i had last year. They send service people out but they always tell me that it seems to be working now. It working for 5 minutes at a time.

Desired Settlement: I want my services to work correctly and I dont want service people at my home on a weekly basis.I have been a customer for years and I believe because of this they are writing me off.

Business Response: Initial Business Response /* (1000, 5, 2015/10/21) */ Customer's service issues were resolved by a technician on 10/17 and we have applied a credit to the customer's account. They stated they are satisfied with this resolution. Initial Consumer Rebuttal /* (4200, 13, 2015/11/09) */ The issue has not been resolved. The company sent out a service person and he improved the problem but the telephone and internet still drops or stops working. The company was called again and the service people came out and said the problem is on the outside and they could not fix the problem and said other people would fix it. The said the neighborhood had low signal levels. That is what they said 8 months ago.Still not fixed. Final Business Response /* (4000, 15, 2015/11/20) */ We are working with out field technician to determine the cause of the customers problems and will likely have a resolution by 11/25.

12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WOW cable is claiming and billing for services that have already been paid for and I have their confirmation number to prove payment has been made WOW claims that I did not pay a bill due on 6/30/15. Bill was paid on their website on and they replied with confirmation #XXXXXXXXXX. Service Rep claims that I cancelled the payment but cannot give me any information on how the payment was cancelled, by whom, when. They say only the Research Dept. can answer those questions. I think someone "maybe" called me from the Research Department called me on this matter one time but did not leave any name or phone number for me to return their call. Service rep will not give me a number to call their research dept. Service Reps refuse to supply a phone for the Research Dept. or Executive Offices so that I can follow up with a higher authority.

Desired Settlement: I would like them to acknowledge that I have paid my bill in full and stop billing me and sending past due notices.

Business Response: Initial Business Response /* (1000, 6, 2015/10/31) */ Our records indicate the payment in question was canceled. We have requested the customer to provide any record that the payment in question was paid out of their bank account and they are refusing to work with us to get this resolved. Without further documentation, we are unable to proceed. Initial Consumer Rebuttal /* (3000, 8, 2015/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid my cable bill online on the WOW Cable website. I have a confirmation number issued by Wow Cable proving that I made the payment authorization. They do not dispute that I gave them authorization to take the money out of my bank account. I never cancelled that authorization. WOW cable has never said that they made any attempt to request payment from my bank. If they did not request payment from my bank then it is their fault if they did not get the payment. WOW claims that I cancelled the payment but they have on every occasion that I talked to them refused to tell me how, when, why or who cancelled it. They also have not been able to explain to me how it would be possible for me to cancel the payment. If WOW is going to continue to claim that my payment was cancelled then they should show how the payment was cancelled, by whom, when, and why, and should show the proof that the alleged cancellation was requested by me. I did not cancel my payment at any time or in any way. Please ask them for any proof that they may have that I did cancel. Final Business Response /* (4000, 10, 2015/11/18) */ After much digging through calls I was able to find the call you made on 06/15/2015 you agreed to have the pending auto payment canceled. The reason we didn't receive that payment and that your bank didn't get the request is you agreed to have it canceled.

12/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: How did Wow send my account to collections, when I just got a bill on Friday September 18, 2015 for the adjusted amount of the bill for what they are saying I owe? I do not owe what they say I owe. I contacted Wow many, many times while I had their service. The issue was poor wifi and reimbursement for the new router that I had to purchase in order to get their service in my small single level, 1300sqft home. It was not until I actually canceled the service that they returned my email. Previously, I was on the phone with a guy who gave me the run around saying he would credit my account, then saying I already got credited. Well why did you have me on the phone asking me what credit I want, only to tell me I was already credited for that amount? That call was about an hour long. I finally decided to hang up because I wasn't getting anywhere but he called back to continue to tell me how he was not going to credit me.Just like they have collections calling me before I even get a bill, they do whatever they want and think you don't have any recourse. Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Billing Adjustment I would like my account credited for $100.00

Business Response: 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.

12/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged $44 for a reconnect fee I was told on the phone I would not need to pay. My service was cut because I was not sent a bill. I was charged $44 for a reconnect fee I was told on the phone I would not need to pay. My service was cut because I was not sent a bill. I called and asked for a bill to be resent over a week before being disconnected. The bill came days after service was cut. I called to dispute the charge. I was treated rudely on the phone by a man named Daryl. I explained that I never got a bill before the service was suspended, and had asked for another to be sent. I told him I was told on the phone on oct 12 I would not be charged. He offered me half the charge removed after several minutes of arguing. I feel this charge is dishonest and I'm being scammed.

Desired Settlement: I want: -The $44 removed from my bill before I pay it. -The customer service representative to be reprimanded or better trained -A credit to my bill for the time and hassle of this whole mess.

Business Response: Initial Business Response /* (1000, 6, 2015/11/08) */ I am showing the charge has been taken care of. We will be sure to review the experience and handle as needed. Initial Consumer Rebuttal /* (3000, 8, 2015/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I paid the fee already before the company's response to avoid further fees. No credit has been added to my account. I am considering looking into a formal fraud complaint depending upon the next response. Your one sentence form response is not satisfactory. Final Business Response /* (4000, 10, 2015/11/18) */ Thank you for bringing this to our attention. I have applied a credit to your account for the reactivation fee plus some. The fee is not a scam and I apologize no one explained the cause of it to you. We will review the call you mentioned and address any issues within it.

12/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Charged $50 for a service call to fix a problem created by WOW installation. WOW digital was installed and video froze at times. Called for maintenance. Tech said the box on the side of the house was improperly wired. Later I was charged $50 for something created by WOW installers. I should not be charged for their mistakes.

Desired Settlement: The service and wiring are from WOW to the box installed on the side of my house. I know that any wiring within my house is my responsibility, but I should not be responsible for nor charged for their equipment nor poor service.

Business Response: Initial Business Response /* (1000, 6, 2015/11/27) */ After speaking to the customer the fee was credited back to the account. Initial Consumer Rebuttal /* (2000, 8, 2015/12/01) */ (The consumer indicated he/she ACCEPTED the response from the business.) ***** from WOW called to say that after reviewing the service call the problem was in their box and not in my house. Since the bill has already been sent I would receive my refund on the next bill cycle. Thank you for your prompt service.

11/30/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Wow is refusing to port the phone number I have had for 20 years to time warner. I was a wow customer until August 2015 when I moved into my parents house and out of the wow service area. Now that I am in my new home, wow is still not available in my area and will not be in my area for the next 3-5 years per customer service representatives. The only phone company available on my street is time warner. When I scheduled time warner to port my old phone number (which I have had for 20 years) they told me that wow was refusing to release the number. Upon speaking with wow customer service, they told me that the only way to port my number was to resume service so that I would have a dial tone and then they would port it. This is not possible because wow does not service my area.

Desired Settlement: I would like wow to release my phone number that I have had for 20 years to time warner to port. Thank you.

Business Response: Initial Business Response /* (1000, 6, 2015/11/16) */ We would be glad to assist in getting your number ported however we would need to restart service in our system to allow you to port the number. The issue is you stopped service with us in August and didnt request to port your number out to us until November. Please call us at 866.740.0119 so that we can assist you in resolving this.

11/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Service was stopped due to false allegations of non payment On Nov 3 we realized that the check we mailed for previous billing cycle was never received by WOW. We contacted WOW and asked to make a payment over the phone. Customer service rep said we should just mail in a check and he would make a note of the payment. On Nov 9th Our cable and internet service was disconnected due to non payment. When we called customer service, they wanted payment in full and reactivation fees to turn the service back on. When we explained that an attempt was made on Nov 3rd to make a payment and we put a check in the mail under the instructions of the customer service rep we were told that there is no way for them to know that conversation took place. Customer service rep was extremely rude and unprofessional. We were forced to make a payment over the phone on Nov9th. The next day on Nov 10th the check that we mailed on Nov 3rd cleared.

Desired Settlement: 1)We want a full refund of the credit balance. 2)A written apology from WOW. 3)A free upgrade in service to continue keeping us as a customer. We have been a loyal customer for 13 years.

Business Response: Initial Business Response /* (1000, 6, 2015/11/16) */ We have started the process for getting the refund to the customer. We have also mailed out an apology to the address for all of the frustration. If you have any other question or concerns please let us know.

11/30/2015 Billing/Collection Issues
11/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have had a wide variety of issues with this company as well as many others I know. First, the cable and internet services do not work majority of the time, cutting in and out. Second, they gave me a price and it is never what it is supposed to be I have to call monthly. Third, when I call about not receiving my monthly bill, they say that it is my issue and if I don't receive it I need to get online, been told if I cant pay, then im too poor to have it, today I got hung up on(by a supervisor)and swore at and a wide variety of rude reps. I don't feel comfortable paying online or via the telephone, because I tested them and had a friend call to pay the bill, they did not ask her for a name or anything and she was able to pay as well as get my ss number, my normal payment methord card number etc, without even asking to speak to me and she is not listed,no one is. The problems are endless. My bill is due the 22 and in January I did not receive it until the 31st. These problems have occurred since six months after going to them, and I have had them nearly 2 years. They are the only company that provides cable and internet in one where I live. They I believe do this intentionally to get late fees etc. I also offered to give them a new address or a po box of my dad who is about to switch, who gets his bill on time and they said no and at this the supervisor hung up on me. After, threating to sue me for 80 dollars. Product_Or_Service: cable and internet Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like them to repay the late fees or offer a discount for a period of time, and for them to improve services and not treat people poorly and use ethics.

Business Response: Initial Business Response /* (1000, 10, 2015/03/05) */ We have no records have any complains about the problems with service on your account. Please call customer assistance at X-XXX-XXX-XXXX So we can get these problems resolved. The late charges are valid charges for the bill not being paid on time. We will issue credit for problems with service when we are aware of the problems and give the change to resolve them. Initial Consumer Rebuttal /* (3000, 17, 2015/11/11) */ I have had wow for over 5 years and they have repeatedly given differrent answers, lied , charged for things they said they would not and much more. My wife had broadstripe and after wow had bought them out she had multiple issues. When i moved to albion over five years ago, i chose to give the another shot, although everyone told me not to, i now know why. I had one choice and that was them because of the area i live and with three disabled kids, a wife of which is dying and my bieng a college student, i had to use wow as i have to do college from home. I have had issues with them time after time, first they took over a month to get my service on initially. The rep who did that talked about smoking weed, his wage and flirted with my wife and a bunch of irrelevant things rather then do his job. i had to call the company multiple times to determine what was going to happen and when the job would be done. Then over the remaing period i have had a wide variety of non- stop issues such as,billing issues, rude representative's ( including getting hung up on), asked to speak with a supervisor only to get told they were all busy, get told i would get a call back and no calls. The list is endless.they told me i would not get my cable shut off again after i gave the a tracking number as i already had gotten one late fee and then one day later and it got shut off for the second time, I called that day ( saturday)and then the first rep was nasty and then i called back and got another rep and he gave a differrent answer but turned the cable on and then said no late fee( he was nice but then on monday afternoon they shut ift off again ( third time) (he was one of the three reps who said we owed around $ 260 and we would be all caught up until Nov bill) so this led to more fees. I told them how poorly i had been treated and what i had been told. The first rep was extremely rude and used a nasty tone.Then said nothing she could do unless we paid another 250.00 or we could wait for the $ 250 i sent ( this was for the late fee and bill and the tech for the bad equipment) then we talked to a second rep, who was nice yet said the same and if i paid $250 then they would restore it and i would be all caught up. Each rep said something differrent. For the month of october i would have owed nothing by nov 25 bill. Yet, finally i told the reps i would not give them another $ 250 after paying it and it bieng misplaced. Now i get Nov bill due on the 25th. I called and they state i owed 270 something dollars and after talking two three reps and explaining this they got the total to $260.64 and stated i had to pay $ 28 and some change today or get shut off the 20th of this month and more late fees. I tried to get all the reps to explain the break down of my balance and explained what amount i owed and how much i owed for this month ( Nov) and asked why they said i owed $ 240 ( Origianally 170 something but the male rep took some off) and got little reponse and gave answers that made no sense and when wuestion i recieved rude responses if they could even answer. Strangely agfter my days and numerous calls and finally me saying well considering its now benn near ten days and you have not suppossedly recieved it then i will cancel it,this occurred around 2pm and then oddly at 1p pm est time my cable and internet was on and ironically enough after speaking with the last very nasty and rude female rep i last spoke too sent someone to put a flyer on my door stating they had been their to get my equipment and it stated if the product wasnt returned by either me contacting to choose a pick up date and so forth then i would be paying 900 dollars a piece. This makes no sense since they obviously recieved my money order as that night they turned on my cable by 10 and when i get ho,e at 9:30 i find that sign on my door? I dont think that i should have to pay the fifty for a broken remote. I do not think that i should have had to pay more then what was my bill and was told by several reps, I do not think i should have to pay for the discoonect fees for their errors/lies. I am looking for other services. I would like for them to credit my account as i still owe 90.00 for the problems their reps caused and the lies and stress that they have caused for serices that are not what they are claimed to be, especially in my area. I do not think i should have to pay for the 50 dollar service fee. Final Business Response /* (4000, 19, 2015/11/16) */ I apologize for all the poor experience that you went through I will review as many as we are able to prevent this in the future. I have applied the $90.00 credit as requested.

11/24/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Service very spotty Internet service stops working frequently. Must reset modem daily. Service is slow and times out. Customer service can see my modem is working but tell me nothing further the. Tell me I need a new modem. Long wait for technician. All day 8am-8pm wait window is ridiculous. No faster service or extra help for businesses. I'm losing money because of your service.

Desired Settlement: Working service or refund.

Business Response: Initial Business Response /* (1000, 8, 2015/10/20) */ We have been unable to reach this customer, their modem was replaced on 10/15 and it appears that may have fixed the internet issue. we have also credited the balance on the account as of 10/20/15. Initial Consumer Rebuttal /* (3000, 10, 2015/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) NO ONE from Wow has tried to contact me. Credit was issued because I called becaise i was never informed there would be a charge for a modem or service visit. Very shady. Your customers need to know how these things work. Modem was only replaced because I requested it, service tech found no issue that I was informed of. Service is still spotty Very dissatisfied with how the whole situation was handled Final Business Response /* (4000, 14, 2015/11/11) */ I have spoken to the customer and addressed her concerns. Her issue has been resolved and she is aware if anything else happens to let us know so we can assist her in a resolution.

11/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was with limited service on August 28, 2015 and called WOW! Internet Cable & Phone customer service line and was informed that there was an issue in the area. I informed the customer representative that I had limited cable and that all the channels were not the same. He informed me that they were aware of the situation and that the problem was not in my area. A couple of days later I still had the same problem and decided to ask my neighbors if they were experiencing the same thing. They informed me that they were not having the same problem. I called WOW's customer service line again and was told that there was still a problem. I informed the representative that my neighbors were not experiencing any problems. I was told then to try a few things which none of them worked and actually made it worse. I had no television at all. I scheduled an appointment for service and the earliest was on Saturday September 5, 2015. On September 5th I was told by the technician that he would have to run brand new cables outside of the condo to the inside. He asked if I needed permission first from the association of the condo, I informed that I would definitely need their permission. At that point he gave me a form so that the Condo Association could fill it out before he came back out. I informed him that the 7th was a Holiday and I would probably not get a response until Wednesday. He set up another appointment for the following week to give me enough time to get the proper paperwork filled out. On September 12, 2015 my niece came to the condo to visit and we were talking in the living room when she asked me why I did not have the television on. I explained to her the situation and she noticed that there were green lights on the box that I have from WOW and she told me to try turning on the television and to my surprise I had cable. I asked several times if I was going to be charged for the weeks that I did not have cable and was told no. I would not be charged. My bill came I was charged for the full month. Since then I have called numerous times to speak to a representative and I have been hung up on. I say that I have been hung up on because I am always asked for my last 4 numbers of my social security number and my full name. If we were just disconnected I expect a call back but none of the representatives have ever attempted to call me back. I speak to them explaining the issue and that is as far as I get then I get hung up on. Now, since this billing issue my account is late and I do not feel I should pay for the late fee. I would have paid it if the billing was correct. I would like this resolved as soon as possible so I can pay the full amount and have it disconnected to change to another carrier

Desired Settlement: The resolution that I am seeking is to have my September bill adjusted and to have the late fee or restoration fee taken out so I can pay the full amount of my bill and move on.

Business Response: Initial Business Response /* (1000, 14, 2015/11/12) */ The late fee has been credited along with credit for the service issues.

11/24/2015 Billing/Collection Issues
11/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: From the moment we had Wow cable and internet installed we had trouble with the service. In the first three weeks the internet went out of service more than 20 times, and the cable three times. We called the customer service number and scheduled technician visits. We needed three tech visits 9/23, 9/29 and 10/13. At no time did the customer service rep indicate that we would be charged $50 for each visit. We received our bill yesterday and saw the $50 charges for each tech visit. I am very disappointed. We would have never required the tech visits if the service was operating properly. This is an outrage, to pay $150 just to get the services working properly. I want the $150 removed from my bill. And, if there is any justice in the world, Wow should pay me $150 for the times I had to take off work to wait on their tech. Product_Or_Service: Wow internet and cable Order_Number: XXXXXXXX Account_Number: Acct. No. XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want the $150 removed from my bill. And, if there is any justice in the world, Wow should pay me $150 for the times I had to take off work to wait on their tech.

Business Response: Initial Business Response /* (1000, 6, 2015/11/10) */ Customer has already been credited the technician visit charges before this case was opened.

11/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cheated on bill for months - keep sending new bills with a late charge of $10 even though I've sent partial payment - won't refund my money. These guys have been overcharging me for months. They were charging for an extra box I didn't have ($10/month) for over a year. After 4 calls, I finally spoke to someone I could understand. He told me they could only give me a credit of $55 max. He said he could apply the rest to my bill each month. Unfortunately, I was moving. Now, they still owe me $60 but keep sending disconnect bills. I asked for them to apply my credit, but they won't. Each bill has an additional $10 late fee on it - why am I still being charged when you OWE ME money? I did send a payment of $40, but my current billing statement shows I still owe $80. I would like my bill to be settled in full, or at least the portion owed to me to be credited. I would also like the $20 in late fee charged to be taken off. I have tried calling them so they know I am not just ignoring the bill, but they aren't wanting to put my refund toward my bill.

Desired Settlement: I would like WOW to put the rest of the money they owe me toward my final bill, and to remove the $20 in late fees.

Business Response: Initial Business Response /* (1000, 6, 2015/11/10) */ We have contacted the customer and educated her on how her bill got to the point that it did. We have cleared the balance for her as a courtesy.

11/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: charging me $400.00 for equipment I returned. After many years as a customer I cancelled my service for another internet provider which offered a better deal. Their equipment was picked up and I called them to confirm verification of all equipment pickup and balance of acct. I received confirmation that all equipment was returned and what the balance would be. received a balance the next month and then 3 months later I received a bill for $400.00 for equipment that was picked up already. I discarded all information from WOW since everything was verified and I paid balance. My question to them was who picked up the equipment and they could not tell me who picked it up, they had no info on that. My question was - how do you know that the person didn't keep the equipment....they would have more use of it then I would...why would I want that equipment anyway....a couple months later my balance was sent to a collection agency. I called the collection agency and explained to them what had transpired and I called WOW and again explained I do not have their equipment. they asked me to fax them the receipt for the equipment pickup. I had discarded it already yet they did not have it either....I again received a bill from collection agency for $400.00.... This is not good policy if they can't keep their records straight or hire reliable people.

Desired Settlement: I want them to take this charge off of my account and clear this charge. I do not want this on my credit report. I DO NOT HAVE THEIR EQUIPMENT.

Business Response: 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.

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A door to door vender for WOW came to our house to sell WOW cable and internet service. He (***) promised to pay off the $150 we will owe to **** when we break the **** contract. WOW installed the service and then left the cable running through the back yard exposed. It was to be buried within the week. They buried it about 2 inches below the surface. it popped up and then the lawn mower service cut through the cable with a mower. We told WOW we would pay our bill once they buried the cable correctly. They came out, again, re-ran the cable and buried it correctly this time. We then got a notice for $22 to re-connect the service. We sent payment in with a COPY of the **** bill for early termination and subtracted $150 from the bill. They cut our service off AGAIN and AGAIN wanted $22 for reconnect fee and now a late fee! We have paid everything we are supposed to pay. Salesman "***" even came back out to our house to pick up another copy of the **** late fee as WOW could not locate the copy originally sent in with our bill. Now they are threatening to send our account to a collection agency. My wife and I both have credit scores of over 800 and pay ALL of our bills on time. Please let me know if this issue is common to other households. We have had it with WOW shoddy support. No one with any horse power ever comes to the phone.Thanks,***** Product_Or_Service: Cable and Internet Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Billing Adjustment We will pay our bill monthly once WOW acknowledges they owe us $150 for **** early termination; AS PROMISED by ***!

Business Response: Initial Business Response /* (1000, 13, 2015/11/03) */ The ETF is credited in monthly installments of $25 for the first 5 months, the customer has been given 100$ in credit with an additional $25 in November and December, which will total $150.

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: (1)Customer service has 10 minute- 1 hour wait times, (2) also hangs up on us when we are trying to get support. (Twice today) Since Wow purchased knology, our cable service has gone from 4.5 stars to less than 2 stars. (1)Frequently website doesn't work, I've been trying for three weeks to pay my bill online, but cannot get past the page after signing in. (2) horrible customer service Called this evening to pay by phone, was on hold for 8 minutes. 25 seconds into the conversation the rep hung up on me. Called back-6 minutes on hold and 20 seconds in the rep hung up on me again. She also lied about the wait time. I have been on hold for over an hour at times. Had service techs come out that did not know of existing issues with their cable in the neighbothood, had techs give conflicting advice, had techs lie about work performed or needing to be performed. Their management admits the call centers are a problem, and that the techs, field service folks and call centers do not communicate so have no idea of what work is either happening or scheduled to to happen. Totally disorganized and rude company!

Desired Settlement: 1-A website that works 2-An administration contact that has good customer service skills, good manners and can resolve legitimate customer complaints.

Business Response: 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.

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had phone, internet, and cable service with wow, when they raised my bill one month without notifying me i decided to cancel all of my services with them. The problem is that i used their email account for my main email services, and when i cancelled they now will not let me access my email account. I cancelled in a hurry, so i didn't have any time to notify everybody that uses that email address for me. I would think they would give me some kind of grace period to do everything i would have to do to switch all of my email contacts and everything else. I called them and they just tell me there is nothing that they can do. I don't believe that this is normal business practice, is it? Do you know how many contacts i had that now i have no access to, what am i supposed to do? Product_Or_Service: internet, cable, phone Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need access to my email accounts.

Business Response: 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.

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: When I have asked the person answering the phone to spell their name they hang up. I have sent three emails asking for help and they did not respond t I can not change my cable account to reduce the cost. I have been trying to do this for six months.

Desired Settlement: I want my cable service adjusted

Business Response: Initial Business Response /* (1000, 5, 2015/10/31) */ We have contacted the customer to help them with their bill, they indicated they were satisfied with this result.

11/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Locked in fee $99.25 per month for one year is changed after only 2 months. June, 2015 I contacted WOW due to price increase in service and an equipment upgrade that WOW would charge more for me to rent. The support person I spoke to informed me that I could go out and buy and use my own equipment to reduce my monthly bill by removing the rental cost. That was good. He also told me that if I upgraded my internet service he would be able to lock me into $99.25 per month for one year. The $99.25 per month bill is for internet and cable TV services. I just received notice, less than two months after my guarantee that my monthly bill of $99.25 per month will be good for one year, that WOW is raising my bill by $14.00. My one year of $99.25 per month locked in rate has not yet expired and they are arbitrarily raising my rate stating there is nothing they can do about it. This is a bait and switch they have performed on me in order to keep me active and not switching to another company. I invested in my own equipment to stay with WOW and now have incurred that cost as well.

Desired Settlement: WOW is to return my service cost to $99.25 per month and honor that rate for the one year term.

Business Response: Initial Business Response /* (1000, 14, 2015/11/02) */ We have already placed the customer on the discount that will put them as close to the price as we can get. They where offered $96.00 before tax, being that taxes fluctuate and we don't control that there monthly balance appears to a bit different by a few cents than they requested. Issue resolved.

11/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint taken by BBB Staff - ljConsumer is receiving bills for WOW Internet and Cable of $96.90. The bills started last year. Consumer has never had their service. He had tried to obtain their service but was denied. Now he is receiving mailings from a collection agency. He cannot get past a customer service representative to speak with a manager. It is very stressful for the consumer.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Take off credit report. Stop all contact.

Business Response: Initial Business Response /* (1000, 6, 2015/11/03) */ We have been unable to reach this customer. The charges on the account are valid and are for 6 days of service, an installation charge and equipment that has not been returned. If the customer has additional questions they can reach our executive response team at XXX-XXX-XXXX.

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I was a WOW customer from XXXX-XXXX. In August of 2015, I moved out of their service area. I returned the modem, but they insist I have a digital adapter box. I have told them that I do not and have tried to resolve this issue with them. They continue to insist that I have the box and have been billing me for it. Also, I have a $34.30 credit from my last bill with them that they have not sent. Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Billing Adjustment I would like to have them accept my word that I do not have the digital adapter box and adjust my bill accordingly. I have been a loyal customer, and certain customer service representatives have been very rude on the phone.

Business Response: Initial Business Response /* (1000, 14, 2015/11/13) */ The equipment has been removed and the account credited. Initial Consumer Rebuttal /* (2000, 16, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) They have assured me that I will receive a refund check in the mail for the credited amount.

11/16/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Poor service Signed up with them, can not get wireless signal on second story of a colonial (only drywall). Had to wait 4 days for technician, who spent 3.5 hours in my house exchanging 7 gateways without either of them working. Returned next day and still couldn't get it to work. Called to set up next appointment and nothing available for several days. Its a joke of customer service... CSR flatly lied that service couldn't be fixed "due to outage", but couldn't explain how am I on working Internet on main house floor.

Desired Settlement: Service to finally start working and some credit for 2 weeks on incomplete level of service...

Business Response: Initial Business Response /* (1000, 11, 2015/10/23) */ Customer has disconnected service. Initial Consumer Rebuttal /* (3000, 13, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have disconnected service being forced to do so, 3 different visits by technicians could not fix wireless. Plus, they charged me full price of package, while I had no wireless since day one. Dishonest answer from them (BTW, Comcast wireless works without glitch in same house...) Final Business Response /* (4000, 15, 2015/11/10) */ I have applied a credit to the account for 2 weeks worth of internet service. Final Consumer Response /* (2000, 17, 2015/11/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) Hope will receive promised rebate...

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WOW Cable Customer Service Supervisor promised a credit for cable service until the problem was corrected and has failed to provide the credit. For nearly a year, we have experienced intermittent service with our internet and pixilation with the cable service; we don't use the phone service but have it as part of the bundle. We first noticed the problem in the internet and at the recommendation of WOW Cable, had the location of the modem completely moved within the house at our cost, and replaced a $150 router with a $275 router. The problem continued with the internet and by May 2015 we were noticing it much more regular with the cable television. We regularly powered off and reset the cable and internet boxes, resent the signal from WOW, had the boxes and modem swapped out, etc. In July we got more adamant with customer service and started having technicians come to the house. On each visit, we would show the technician either recorded programs of the problem and often the problem would happen while they were here. They would look around and do something different like swap out connectors, swap out boxes, change connections into the house, even changed the power source saying that could be the problem. On 11 September, the technician came to the house, saw the problem on the TV and said it was a frequency issue and he was going to go to his truck and send an email to change the frequency. Within a couple minutes we looked out to see the technician driving away. I immediately called customer service and after about 45 minutes of explaining and waiting I asked for a supervisor and a gentleman claiming to be a supervisor named **** spoke with me. He promised to turn this over to a service supervisor, to have someone back at my home the next day and promised a credit from 2 September until the problem is resolved. A technician came out the next day, spent a few minutes, agreed that maybe it was the frequency, and said we would get a call on Monday. A week or so went by and we called again, rest the box, etc. and were promised a call the next day which we never received. Over the next few weeks the problem continued and I would call customer service whenever I could spare an hour because the calls were now taking that long for customer service to figure out the right words or promise to get me off the phone. The last few calls were promises of calls back from supervisors that I NEVER received; actually I have NEVER received a call from WOW. Finally, after hours of calling and waiting I finally was promised a maintenance supervisor would come to check the problem. Somewhere around 6 October a maintenance supervisor came out when he checked the line out on the street he found that a rodent of some kind had been chewing through the cable down to and including some of the wire. Since that date we have had absolutely no problem with the cable or internet. When I received my latest cable bill I expected to see a credit for cable service from 2 September through about 6 October; there was a $15 credit and my total bill is about $352 per month. I called when I received the bill and was told I would geta call back that night when the supervisor '****' was able to call me back; never received that call. I called again on 20 or 21 October, was told that '****' had my case open, was working it and that he would call me; never received a call. Today I checked online to see if I have a credit and nothing has changed.

Desired Settlement: We have dealt with this problem for nearly a year, with some seriously degraded service since May and although I feel a refund of service back to May is appropriate, I am willing to accept resolution by honoring the promise **** made me on 11 September to credit for service from 2 September until resolution on 6 October. For me, that is a minimum of my bill for this month of $337.42.

Business Response: Initial Business Response /* (1000, 9, 2015/11/11) */ We spoke to the customer and provided credit for the problems. The indicated they were satisfied with this resolution. Initial Consumer Rebuttal /* (2000, 11, 2015/11/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to finally reach someone on 6 November that helped resolve the issue. Important note is that no one called me, I continued to call even after filing the complaint and not until I called back and finally got a supervisor

11/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I requested 2 phone lines, 1 fax and 4 phones. Received 5 phone lines, 1 fax and 5 phones. 5 phones were approved due to promotion. I have tried contacting the billing manager *** at our local office for weeks now with no results. When I opened my new company I requested 2 phone lines, 1 fax line and 4 phone phone system from WOW. They were having a promotion/special but required I accept 5 phones. I was okay with this and accepted the 5 phone phone system. At NO time did anyone explain that I would be receiving 5 separate phone lines. These 5 lines cost me over $100.00 in sales tax a month not to mention the cost of the lines themselves. I am requesting WOW fix this issue and only have 2 phone lines for my business and correct my billing. I am a new company and can not afford to continue to pay over $300 a month for phone service.

Desired Settlement: Reduce my phone services to 2 lines, as I originally requested and refund me for the incorrect charges for July, August and September if this is not resolved before the Sept bill is due.

Business Response: Initial Business Response /* (1000, 25, 2015/10/30) */ We spoke to the customer and explained their services and offered a credit for the confusion.

11/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Internet service for the last 2 months that I have constantly drops off, have called many times and they will not work on this problem. Since changing to WOW internet the service has been very spotty. My service has been dropping on and off every say for the last few months. Myself and my wife have called many times to try and rectify this problem and every time they say the problem is "noise". I have asked for a refund for the months service because it is nearly unusable, but they say they are working on it and cannot refund anything. It has been over 2 months of them "working on it" and still no results. The only thing that they have gotten right is their name WOW, because WOW does their internet service and customer service STINK!!!

Desired Settlement: I would like my service to be fixed so its not constantly dropping out and to be refunded for the months that I couldn't use it. I called as even asked if they would discount it until my service is fixed and they have said no.

Business Response: Initial Business Response /* (1000, 11, 2015/10/30) */ We had a lead technician out to the customers home and credited their account.

11/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Incorrect billing, acknowledged by WOW, but not corrected On July 27, 2015 I called WOW and cancelled my WOW internet and TV service effective the date of the call. The agent said he would do that but mentioned there was an issue with some WOW equipment. I stated the I no longer had the equipment because a service technician took it, several years ago (I believe sometime in 2012), when he came and installed an additional outlet/setup for my flat screen TV. I further told the agent I had a discussion with a WOW agent about equipment a year or so ago when I was incorrectly being charged rent for equipment I did not have and this was resolved then. The agent put me on hold and then returned saying the equipment issue was resolved, my service would be cancelled and I would only be billed for a the portion of July, 2015 to the 27th of the month. I then received 2 bills, both incorrect. One bill dated August 6, 2015 for service from 8/5/2015 to 9/4/2015 for 61.77. This bill is incorrect because my service was disconnected July 27, 2015. Another bill dated September 6, 2015 (received September 17, 2015) for service from 9/5/2015 to 10/5/2015 and for equipment. This bill is incorrect because my service was disconnected July 27, 2015 and I don't have the equipment as the agent acknowledged July 27, 2015. I called WOW September 17, 2015 and spoke with agent 6546 and her supervisor. They agreed I called July 27, 2015 to cancel the service and that the equipment was discussed then. They however refuse to cancel the equipment charge, stating they had to check inventory. When I asked how long this would take, they could not give me an exact answer. The WOW agent stated WOW does not have records before October 2012 so she could not verify that I had a service call then. The WOW agent on September 17,2015 admits I cancelled service July 27, 2015 and that the equipment was discussed then as well. Further the agent admits my service is set up for QAM which does not require the equipment in question. The WOW agent admits WOW does not have records before October 2012.

Desired Settlement: I want my account credited for all incorrect service and equipment charges and a check sent to me immediately. This must include the $240 for "equipment" I do not have, and all the charges and taxes from July 27, 2015 to the present for service that should have been cancelled. Further I want WOW to state what they are doing to correct obvious problems with operational procedures.

Business Response: Initial Business Response /* (1000, 11, 2015/10/23) */ The customers account was credited, the equipment removed and a refund check was mailed on 10/1. This customer has disconnected their account with WOW. Initial Consumer Rebuttal /* (3000, 13, 2015/10/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I partially accept their response. The business did ultimately close my account and issue a refund check. However it took too long and multiple calls to the call center. I do want to acknowledge that after repeated calls to WOW's call center, I called my salesman Mr. Rhett Billings and he resolved this; I hope he recognized for his good work. Also the business has not stated what it will do to prevent this from happening again which I requested in my complaint. Also note the business did not respond to the BBB in a timely manner. Final Business Response /* (4000, 15, 2015/10/28) */ We apologize for the delay in responding to the initial BBB communication, there were issues receiving email from the BBB through the firewall at our corporate office, those have since been corrected. I appreciate the feedback about the sales representative and I will pass *** kudos to their direct supervisor. Rest assured that the entire process you experiences is being reviewed by our office and the calls to our customer care department are being reviewed so we can learn the these missteps and continue to improve in the future. Again, I apologize for the problems you experience and we are working with all related departments to correct these.

11/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I returned the box and remote to the local office and obtained a receipt. The company failed to update their records and are billing me. I returned the box and remote to the local office and obtained a receipt. The company failed to update their records and are billing me. I have received multiple calls from the collections department tat tell me to send the receipt to the customer service department. When I send the receipt to the customer service department they tell me to send it to collections. No one will take care of this. It is a problem that I didn't create. I have a receipt to show WOW took the box and it is showing on my credit report as a negative entry. I would appreciate it if this were deleted and shown that I paid this as agreed since this was not an issue that I created. A look thru the WOW records will show I sent the email containing the receipt of return to you 06/05/2015 at 4:40 PM. Thank you in advance for your help!

Desired Settlement: I would appreciate it if this were deleted and my account corrected to show that I paid this as agreed since this was not an issue that I created. A look thru the WOW records will show I sent the email containing the receipt of return to you 06/05/2015 at 4:40 PM. Thank you in advance for your help!

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ We have been unable to reach the customer to resolve this issue. We will need a valid phone number to reach the customer in order to go any further with this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have contacted them several times via email and phone. They refuse to help me in either case. My phone number is XXX-XXX-XXXX. My office number is XXX-XXX-XXXX. My email is *******@1917ins.com. I am best reached via email or office phone. All this information is readily available and published on the web. This is a sorry excuse for not wanting to correct this problem they have caused! Final Consumer Response /* (4200, 11, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have emailed and contacted you numerous times with the receipt. I have now been contacted via email by your office saying it wasn't an issue with unreturned equipment but a balance on an account that was paid monthly on EFT. The service was disconnected 05/07/2014. It appears I was billed into the month of August for service. I would appreciate a breakdown of the charges as requested which should include showing the credit for the returned equipment. I have been unable to obtain the information. What I am getting are phone calls stating that I now owe 66.00. Which is a different amount than the original amount. How is any of this possible? Final Business Response /* (4000, 16, 2015/10/27) */ The balance on the account has been waived and removed from collections.

11/6/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Wow set up cables in my front yard even though we do not subscribe their service. The work caused damage to our property. We did not subscribe to Wow's cable service. The company sent staffs to lay out cable lines in my front yard. Their work caused damage to my lawn and left a mess of red mud residues on the walkway. The cable line was stuck out and not buried. We called the company and asked them to replace the damaged sod and clean up the walkway. But haven't received any response yet. We greatly appreciate if BBB could help us address these problems. Thank you!

Desired Settlement: Replace the damaged sod in our property; clean up the affected walkway bury the cable line

Business Response: Initial Business Response /* (1000, 9, 2015/10/21) */ Customer has been contacted by our construction contactor to get their lawn repaired.

11/5/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: On 10/21/15 was given an appointment for 3 update cable boxes and module due to old equipment since 2005. On 10/20/15 four phone representatives tried to get the internet working.On Tuesdays and Fridays I work from home guess what on 10.20.15 didn't get pay due to no internet in the home. Was given an appointment for 10/21/15 between the hours of 5-8pm. At 7:07 called the company was told tech number 2367 was at the home at 5:45 was also told tech called XXXXXX-XXXX. First of all how can you call the number when the phone was not working I have the three bundle all together no internet, no phone, no cable. Gave one of the representative the number to call XXX-XXX-XXXX due to no phone in the home. Husband spoke with Supervisor ***** ***** out of Niagara where your call center is station. Was told one representative gave you 30.00 dollars credit off next months bill however I have not had service four days. Was given an appointment for 10/24/15 between the hours of 8-11 hopefully someone will show up. Would like for my November bill to be half off.

Desired Settlement: I would like more than 30.00 off I would like my bill for November to be half off 130.00 dollars.

Business Response: Initial Business Response /* (1000, 10, 2015/10/31) */ We have added credit to the credit that was already provided to equal half of the customers base rate after tax for November. Any additional charges on the account for events or Pay Per view are not credited. We apologize for the trouble with the service. Initial Consumer Rebuttal /* (2000, 12, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/4/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I have been a WOW customer for some time and have had several different Cable/Internet bundles. I have had many issues with WOW Internet speeds. I just downgraded to Internet only and still having issues with speeds. When I went to Internet only, I was told my speed would be at 30Mbps as this is the new standard speed. The speeds I get are still so sporadic, as I get speeds from 2.4Mbps to 29.8Mbps (these speeds happen when I had cable too and used WOW equipment). I have had many technicians to my home and they all say the same thing; that the connections were never installed properly or the lines are good (inside/outside) or I tweaked the lines and all is good.The last Tech that was at my home yesterday stated my modem is not the greatest and that I should get a Motorola ARRIS SURboard SB6121 Cable Modem as it?s the same setup as what WOW uses. Speaking of this Tech, the only thing he did was connect the modem he brought, used his cable and connected to his laptop and ran one speed test, which showed 112Mbps. The Tech did check the outside line and said all is good and the reason to get another modem. This was the same Tech that came out last time and said all lines were good. I am not sure why the Tech connected his laptop and cable directly to WOW modem to run the test and not connect via my router and use my PC/cable for the test, but the Tech did used a diagnostic tool on his cell phone and clicked something right before the test and I am to believe it was to set the throttling to get faster speeds?I have a brand new NETGEAR Nighthawk X6 AC3200 Tri-Band WiFi (R8000) router and was using a Zoom DOCSIS 3.0 cable modem. When I went to Best Buy, I notice that the ARRIS modem speeds where 172Mbps for download, which is the same speed as my Zoom modem and this again is what that the Tech suggested, as this would work great with my router. So I decided to go with model SB6183, which is 686Mbps download and I am still getting the same sporadic speeds as before.So I called for technical assistance and got the same Rep that I got last week who setup the Tech to come to my home. The Rep said he is not sure why my speeds are so low and stated that I should be getting 60Mbps as this is what I am paying for. I told him that I was supposed to be getting 30Mbps as this is what the previous Rep said when I downgraded to Internet only, but the current Rep said that was incorrect. Knowing that I am supposed to be getting 60Mbps and I have yet gotten over 30Mbps, is uncalled for and unacceptable, as I have been paying for services that I have not been receiving...The Rep on the phone said to wait a couple of hours (when traffic dies down) and run the tests again; the Rep stated that if I continue to get the slow speeds, he would suggest downgrading to the 30Mbps and run the test to see what results I would then get. This is unacceptable too and I have ran several speed tests at several speed test sites (including WOW speed test site), at all times of the day/night and still been getting these crappy speeds and I am to believe that I have been on the 30Mbps tier, but being charged for the 60Mbps tier?On top of that, on 08/14/15, I was charged for a ?Visit Charge? fee of ($20.00) when the Tech came to check my speed issues. First off, I should not be billed for a visit fee, when the issue of my Internet speed has been an ongoing issue. I have never been charged a visit fee in the past when I had the Cable/Internet bundle and I told the Rep this last month on 08/29/15 (after I viewed my bill) that I needed this credited due to having the same issues. I just checked my bill today and I see that I was credited the $20.00 on 08/29/15, but I am now being charged a ?Tech Visit? fee of ($50.00) for the visit yesterday on 09/24/15. Not real sure why the name and fee have changed?My bill shows that I owe $100.00 and is broken down as:WOW SERVICES & BUNDLES:09/24 ? 10/23 (WOW Service, Includes WOW Internet) = $75.0009/24 ? 10/23 (Internet Discount for 24 Months) = -$25.00(Total WOW Services & Bundles) = $50.00ADDITIONAL WOW INTERNET SERVICES:09/24 ? 10/23 (Customer Owned Modem) = $0.00(Total Additional WOW Internet Services) = $0.00OTHER CHARGES & CREDITS:08/29 (Customer Appreciation) = -$20.0009/24 (Tech Visit) = $50.00(Total Other Charges & Credits) = $30.00NEW TOTAL CHARGE = $80.00GRAND TOTAL CHARGE = $100.00 (+$20.00 Last Month)My bill last month was for $56.15. I paid $36.15 (Minus the $20.00 that was credited). So now WOW is trying to fraud me by saying I still owe $20.00, by charging a higher visits fee? Product_Or_Service: Internet Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) My bill should read as WOW Internet for $50.00 for the 60Mbps tier and not shown as a bundle for $75.00 minus 24 months discount of $25.00, making it $50.00. WOW needs to credit my account and the new bill should be $50.00 and not $100.00.My Internet speeds needs to be 60Mbps without WOW capping/throttling the speeds as this is what I am paying for and I want 110Mbps for the next 6 months at the same price as the 60Mbps for the inconveniences I have dealt with in regards to slow speeds; miss information on the tier of the speed that I have been getting/paying for; technicians coming to my home; being charged visit fees and being billed fraudulently.

Business Response: Initial Business Response /* (1000, 7, 2015/11/03) */ We have called this customer multiple times and been unable to make contact. Their account has been credited, and while we are not able to upgrade their service at no cost, we have credited one extra month of their internet service for the trouble they have had. Unfortunately their bill will continue to show the normal rate for their service along with their service discount as their post discount rate is not the normal rate and we would not bill it as such. Initial Consumer Rebuttal /* (2000, 9, 2015/11/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) WOW stated they have tried reaching me and yet there was never any voicemails. I did receive a new statement with the correct amount. WOW not willing to upgrade my speed and only crediting my account for one month is poor customer service, as I'm still not receiving the correct speeds that I'm paying for. I will try one more time to have WOW correct the speed issue...

11/3/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Wow! Tech took my ********** modem. I'm being charged by ********** and Wow! Won't give me the money or modem. I had internet services through **** ****** and was switching to Wow! Internet. i scheduled for wow to install their services. They arrived and unhooked my **** ****** modem and set it aside. Wows modem looks similar, but has a sticker on the bottom stating it belongs to wow. The wow modem the tech brought in wasn't working. So, he put it off to the side and got another one from his van. After services were installed, he took his equipment and left. I had scheduled vacation from work to take the modem back to **** ****** during their business hours. I arrive with the modem and power cord and they said that it wasn't their equipment. It had a wow sticker on the bottom of it. I went back home and looked at the newly installed modem and it was also a wow modem. When the technician left, he took my **** ****** modem. I contacted Wow about it and they said they forwarded the information to their superiors and they would get back to me in 5 business days. Months go by, and still nothing. I called again and was given the same story, that someone would contact me. At this point, **** ****** has turned my account into collections and it's now on my credit report. Wow claims it was my responsibility to make sure the technician took the correct equipment from my house. They say it will be extremely difficult to find my **** ****** modem in their warehouse and that they cant credit my account for them taking my **** ****** modem. I asked for them to credit my **** ****** charge of $89, and if they find the modem, then they can send it to **** ****** and they said no. I asked to speak to a manager and they said no, that they would tell me the exact same thing. So, they said they would contact me in 5 business days to give me an update and it's been two weeks now. I have to pay off **** ******* so it doesn't effect my credit too terribly, but I'd like for Wow to take responsibility for their technicians mistake.

Desired Settlement: I would like a credit to my Wow account of $89.00 so I can pay off my **** ****** bill for not turning in their equipment.

Business Response: Initial Business Response /* (1000, 14, 2015/11/02) */ We where unable to locate the modem. However in the interest of keeping a customer we have given the requested credit amount. Initial Consumer Rebuttal /* (2000, 16, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept Wow!s decision to pay me in the amount of $89.00. It is only fair for them to have to pay for something they caused. I have not received the credit amount in my account yet.

11/3/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 60 day guarantee I canceled my services due to poor service within the 60 guarantee. I kept receiving a bill for 69 dollars, and called multiple times about the issue. When I first canceled, I was told by the representative that my balance would be canceled out, but I received a past due bill a couple weeks later. I called again, and another representative told be it would be cleared out, but left me on hold for 15 minutes and then hung up on me. I received another bill a few days ago for the same amount, so I called again. This time I was told that they were not able to erase the bill due to some technicality that I was unaware of. They told me that I needed to pay my bill off at the time of cancellation and then I would have been eligible for a refund. I asked the woman when I canceled multiples if I needed to do anything when canceling my account. She told me no and if I received a bill then to disregard it. I don't understand what happened. I am treated like I was a con artist, but the issue was due to poor service.

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation)All I want is for them to do what they told me they would do. I didn't do anything wrong. When I called for service, they never told me technicalities would be involved with a 60 day money back guarantee. I was just told when I signed up that if I didn't like the service in 60 day, there would be no charge.

Business Response: Initial Business Response /* (1000, 8, 2015/09/23) */ At the time the customer requested the money back guarantee there bill was late. They have also made no attempt to make there first payment. When they called in later to check the status they where told at that time that they where not eligible for this offer. Initial Consumer Rebuttal /* (3000, 10, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I ordered service it was through phone. When I was talking to the representative I was told about 60 cancellation guarantee, but I was never told about the payment. I called in my first month because I was not happy. I was supposed to be credited for my first month of service due to the multiple issues I was having. When I saw my second bill I didn't see that reflected in the statement. Obviously I wasn't happy about that either. I was no way shape or form educated about the terms of service. I feel that I'm not the only one that fell in this trap and feel that this is not only unfair, but should be against the law. Withholding information like this should have been told to me at the time of ordering my services. I was just told that if I wasn't happy, I could cancel this. I'm just asking WOW to do the right thing. I was extremely unsatisfied with my services and I was within the 60 days of cancellation. Hiding stipulations is not only unprofessional, but it's just plain wrong. Final Business Response /* (4000, 15, 2015/10/31) */ We have not been able to reach the customer, but have credited the balance on the account. Final Consumer Response /* (2000, 17, 2015/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) As long as it's paid in full I will satisfied.

11/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I was quoted internet speeds 8 times faster than what I'm getting and will be charged $836 to cancel the service. Sept. 21st I called WoW Way for ******** ********* My representative was ****** ****** She quoted me $93 for 60 (Meta-Byte per second) MBps download speed an 10 MBps upload speed. I asked her if she knew the difference between MBps (Mega-Byte) and Mbps (Mega-bits) and she told me Mega-Byte. This was an outstanding offer, and I was told I could keep my current IP Address and my internet connection wouldn't go down. ****** sent me a form to sign for a 12 month contract. The form has on it (60mpbs/5mbps), which neither Mega-Bytes nor Mega-bits. I signed it anyway. My installation was scheduled for Thursday, Sept. 24th. I've had Internet for less than 24 hours and I have had connection issues, loss of internet, my ip address is different, and my internet speeds an 1/8 of what I was quoted by ******* I called WoW customer service about all of these issues. They told me I can not have have my old ip address, and the internet speeds I was getting are faster than what I was signed up for. They told me to get the services I wanted would cost more than $400 a month, and to get the services I was used too for residential connection was $175 a month. I told them I wanted to cancel my service and I was forwarded to the retention center. The representative with the retention service told me I would have to pay a $837 cancellation. I'm contacting family members for advice, but I'm about to cancel the service and pay the fee because I require fast internet for work and what I am currently paying for is too slow to be used for work.

Desired Settlement: Since they will not give me the internet speeds, ip address, or connection consistency quoted by ****** I would like to cancel my business services but continue my residential services.

Business Response: Initial Business Response /* (1000, 18, 2015/10/30) */ This customer's problems were handled by our business department. Initial Consumer Rebuttal /* (2000, 20, 2015/11/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

11/2/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Billing and what the salesman said WOW Salesman ***** ***** XXX-XXX-XXXX I called the salesman Mon Oct 5, 2015 around noon. He said he'd call me when he was in the office on Tues Oct 6. He never called back. I called and left messages to call me. He never did call back. Wed Oct 7, I called ***** ***** again. He never got back to me. I finally called Customer Service at X-XXX-XXX-XXXX about the bill I received. They said I owed $124.52. The salesman verbally promised that the total bill with tax would be $105.50. Still, I realize I did sign the New Customer Sales Order that says $105.50 + tax. Tax is itemized on the bill as $9.02. Customer service talked with ***** ****** They said ***** did not promise the total bill would be $105.50. They said I got a good deal. I called a second time. Basically, I got the same answer. But they looked at their copy of the New Customer Sales Order and said the amount is $115.50 + tax. I told them mine reads $105.50. All they really said is that I got a good deal. This is why I am making a report to the BBB. I think the amount I should be paying is $105.50 + $9.02 (tax), or $114.52, even though it is higher than the salesman's verbal promise of $105.50. I can email you the New Customer Sales Order and a copy of the bill I received. ****** ********

Desired Settlement: settle for what the salesman said or $114.52

Business Response: Initial Business Response /* (1000, 6, 2015/10/20) */ The bill has been corrected for the customer, they stated they are satisfied with this resolution.

11/2/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Wow has not given me back the money that I feel is owed to me. We moved from address of **** **** **** ********* *** ********, ** XXXXX. I called in on august 17th to have cable, internet and phone diconnected on August 31st. My bill was going to be due on august 24th. I was told to pay the full amount of 156 and that I would receive a refund check after returning the equipment. I returned the equipment on September 1st. I contacted wow billing department on September 12th and asked about the refund check. I was told it was in the mail. I contacted wow on September 17th, was told again it was in the mail. I contacted wow on September 24th and was told there was no documentation of me calling the previous two times and nothing saying a check was mailed out. I have phone records indicating I did call in on these dates. She filed a complaint with corporate and gave me the case # XXXXXXXX and said I should receive a response within 24 hours. I asked to speak with a supervisor or corporate and was told I was not allowed to speak with them. Still no response by today Monday september 28th, so I called back in and was told thata check was in the mail for 40 dollars. I disputed this with her on the phone and felt that I should be at least getting a check for 106 dollars since I payed for a full month which is 156 dollars. So for no more than 8 days of service they charged me 116 dollars. I asked to speak to supervisor or corporate again and was told I was not allowed to.

Desired Settlement: I feel they should refund me at least a total of 100 dollars. Which after the 40 dollars they should owe me 60 dollars. Since my bill was 156 for the month, which I paid because 8 days of service does not cost 116 dollars. I asked to speak to supervisor or corporate and was not allowed to, I chose file a complaint.

Business Response: Initial Business Response /* (1000, 8, 2015/10/20) */ We have been unable to contact the customer. Their final bill was for services from 8/11 - 9/10, which is why the due date was 8/24. the account was disconnected on 8/31, refund amount was 40.01. This was the amount of credit after prorate she was due back from 9/1 - 9/10.

11/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Unable to provide service guarantee (80%/better of speed paid for, which is 60 Mb/s (megabits per second). Also unable to meet sla for service call I had my service installed Thursday, 9/10/15, and had to call that evening due to speed issues (ranging from 5 Mb/s to 25/30 Mb/s, approximately). ******* (out of their ******* call center) advised me that the earliest available service call is not until Thursday, 9/17/2015, thus violating their sla of 48 hours for issues on a residential account. Furthermore, he indicated to me that the ********** area dispatch is notorious for being chronically overbooked/understaffed, that a week is actually one of the soonest he's ever seen an appointment be available. I then called WOW again today, indicating that a whole week is not sufficiently fast enough, explained their violation of their own sla, and was met with a fresh extortion on my time by a ******* (supervisor ******** call center, badge ****** by expecting me to make myself available Monday for 8 hours - because apparently my time means nothing to them. I will be contacting the city of ********** ****** ********* ********** as well, regarding their apparent inability to meet their own service and sla guarantees, to have them explore how they are still allowed to offer their services in an area where they lack the personnel infrastructure to comply with their own guarantees.

Desired Settlement: I want the service I am paying for, with at least 80% of the speed I'm paying for, in a timely fashion (i.e. - a tech here Monday morning at 9AM to begin troubleshooting my issue). Failing that, if WOW needs to steal multiple hours from my life to wait on a technician, then I expect them to pay me for my time, at the rate I charge my clients, $75.00/hr (plus I will also expect to be paid for the time they've already stolen from my by making me chase this down and "force" them to follow their own sla and guarantees re the service - currently that stands at 2.5/3 hours or so.

Business Response: Initial Business Response /* (1000, 11, 2015/10/19) */ I apologize that you where having speed issues with your internet service with us. I have placed a credit on your account for the cost of service for 8 days that you reported having this issue. We will not reimburse you at your requested rate. In our terms of service we do not mention an 80% reliability guarantee. We do however try and use that mark to help troubleshoot issues if something repeatedly falls under that we need to address that issue. If you have any further concerns please let us know.

11/2/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My services have been interrupted due to an old account associated with address. On 9/23/15 I received a call from *** in the research department telling me that there has been a change in my account. I inquired as to the change and she informed me that there was an associated account with my billing address. She gave me my sisters name and asked how we were related. I informed her that she was my sister. She informed me that she had an outstanding balance on her account and that she needed to contact her or my services would be disconnected. I told her I would relay the message and I did. My sister did tell me contacted **** On 9/24/15 my services were interrupted I was told by the research department and that I needed to speak with them. I was transferred and left a voicemail message and have yet to return a call. My sisters old account has NOTHING to do with my current account. I have had their services for over two months no problems until now. When I started services I was asked about the account associated with the address and I did inform them that that was my sisters old account and that she no longer lived there. I had service installed two days later. I am an online student and need the internet. Why now after two months is someone else's account my problem and interfering with my account? While I understand that we are related no matter how you look at it her account is NOT my concern or responsibility and should NOT affect my account or services two months after installation.

Desired Settlement: I would like to have my account restored immediately and a credit on my bill for some type of free service for the inconvenience they have caused me. It is not my fault that either someone in their sales department did not do their job properly or someone else did not do their job properly. My account should not be affected by an account (whether it be a blood relative or someone who lived there prior to myself) and my services should not have been interrupted.

Business Response: Initial Business Response /* (1000, 18, 2015/10/20) */ We have not been able to contact this customer, they resided at the address in question when their sister's account was disconnected with a balance due. Since they lived there, we cannot start, and should not have started services until the old balance is paid. The customer has been disconnected and will need to pay the balance of their account as well as ensure their sister's account is paid in full before it can be restarted.

10/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wow cable company is charging me for equipment that was returned months ago. I switched cable companies six months ago and returned ALL Equipment to Wow Cable. A month later I received a bill from Wow for $328.57. Apparently the bill was for a final usage of $208.57 plus $120.00 for equipment, according to Wow, that I still had in my possession. I called Wow and explained that I returned all equipment. Wow agreed with me. I asked if they would please send me a bill for the $208.57 so I can pay it. Again, Wow agreed. I never heard again from Wow until a collection office has been call me for payment for the entire $328.57. I have explained the situation to the Collection agency with know luck.

Desired Settlement: I would like an invoice for the unpaid Cable Service for $208.57 so I can pay it and removed from my credit report.

Business Response: Initial Business Response /* (1000, 8, 2015/10/15) */ We have contacted the customer and informed them we have removed the charge for equipment. There new total should be update shortly.

10/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After using Wow for over 4 years,(10 yrs total) we disconnected to move & they charged for equipement we haven't had for over a year. Over a year ago we disconnected Internet services with Wow, Wow never asked for the modem to be returned. This August we disconnected all of our services because we were moving. I returned the DVR and remote to it. I was told I had 2 of the adapters for the older TVs and 2 Remotes and the Modem for internet that still needed to returned. I explained that the Modem was gone, due to not having internet for over a year and the other 2 adapters must have been lost in the clean up of the move. These items are over 3 1/2 years old. I received a bill for $440.00. I called asked for them to meet me half way on the bill, I understand that the old adpaters I didn't have anymore, and I figured the modem they didn't want back being the service was canceled over a year ago. I was told they would not give me a discount on the equipment, even though we have paid monthly rent on all of it. The equipment is over 3 1/2 years old I was told by the repair man that they will take it back and not use it anyway because it is old. Remember I have been a customer of WOW since 2002, when it was *******. And now the 2 companies my husband owns uses Wow and they still would not help me out. Personally I think they just ripped me off. I can not believe they would not even meet me half way after being a loyal customer for all these years! ( our Company will not be doing business with them any longer. We are a small business, We take care of our loyal customers) I want others to know to stay away from this company!

Desired Settlement: I understand that I could not return the equipment I did not have. But the equipment should have been pro-rated, I should not have been charged the original price.

Business Response: Initial Business Response /* (1000, 8, 2015/10/15) */ We have refunded the balance paid for 2 pieces of equipment for a total of $240. customer said they are satisfied with this resolution.

10/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Trying to cancel cable service. Wow made me stay on hold for over 3 hours I would like for them to reimburse me the cost of my cell phone time. I tried to cancel my WOW cable service and called 4 times. I was placed on hold for over 3 hours. I did call and speak with a supervisor ***** Id number ***** and was told that I had to speak to the disconnect service in order to cancel this account. I could not take the equipment in till its disconnected. I had 4 people try to talk me into keeping this service I explained to them I did not want it I just want it disconnected so I can turn in the equipment. ***** the supervisor told me the reason I was on hold was because they were getting lots of calls. (I guess to cancel their service to). But that I had no choice I had to talk to them FIRST before I can do anything.

Desired Settlement: Reimbursement for my cell phone useage to try and cancel this service.

Business Response: Initial Business Response /* (1000, 8, 2015/10/20) */ The customer has been disconnected and their final bill was reduced to $76.58, which has been paid by the customer. Initial Consumer Rebuttal /* (3000, 10, 2015/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I just received a bill for $120.00 for an item they claim I have not returned. This item was picked up a few years ago by the tech that came to fix the service. It was a little tiny box and we only needed one because we went to DVrs Final Business Response /* (4000, 12, 2015/10/27) */ The equipment and the corresponding charge have been removed from the closed account. There is no balance due. Final Consumer Response /* (2000, 14, 2015/10/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/26/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: billing harrassment WOW keeps sending me bills even though I cancelled service with them in the beginning of July. At that time I had a credit of $4.73 and told them to keep it. Now they are sending me final notice bills for $73.04. I have tried to take care of this matter with them over the phone. They say they are taking care of it and then I get another "final notice" bill. I want this to stop.

Desired Settlement: I want them to close the account and stop sending me bills. I should not open them anything. In fact, they should owe me.

Business Response: 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 ***** ****** ****** *** 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 **** and explained. Final Consumer Response /* (2000, 15, 2015/10/26) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/23/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I MOVED 5/31 & CLOSED ACCT THEN ON 6/8 MY WAO BOX WAS STOLEN FROM MY CAR PER POLICE REPORT GIVEN TO WAO BUT WAO STILL WANTS ME TO PAY $250 LAST WEEK OF MAT I PLACED WAO BOX IN MY CAR BECAUSE MY MOVING DATE TOO NEW HOMETOWN WAS 5/31. ON 5/29 I WAS WORKING AND SOMEONE BROKEN INTO MY CAR STEALING THE BOX AND OTHER THINGS. NO DAMAGE WAS DONE TO MY CAR. ON 6/8 I REALIZE THAT MY CONE OF MY BANK CHECKS WAS ALSO STOLEN. I WENT TO POLICE & FILED REPORT ON 6/8. FEW DAYS LTER I GOT NOTICE REMINDER FROM WAO THAT I HAD TO RETURN TELEPHONE MODEM BOX. I CALLED THEM, I ALSO FAXED TO THEM , PER THE INSTRUCTIONS TO FAX#X-XXX-XXX-XXXX A COPY OF MY POLICE REPORT AND A LETTER EXPLAINED IN DETAIL WHAT HAPPENED; HOWEVER THEY INSISTED THE ONLY WAY THEY COULD OBLIGE WAS TO FILE A CLAIM WITH MY INSURANCE COMPANY. I SENT THE FAX WITH A CONFIRMATION REPORT. NOBODY CALLED. THEN ON 7/6/15 I CALLED WAO FOR THE 3RD TIME, THEY HAD NOT EVEN UPDATED MY NEW ADDRESS (WHICH I HAD GIVEN THEM ON THE FIRST CALL, AND THE 2ND CONTACT VIA DE FAXED LETTER OF 6/22). THIS TIME, ON 7/6 I SPOKE TO *** CSR, EXPLAINED ALL AGAIN, HE SAID THERE WAS NO NOTES ABOUT MY FAX WHICH I SENT 6/22, HE GAVE M SAME FAX NUMBER AND TOLD ME TO FAX MY INSURANCE CLAIM. WHICH I DID. EXCEPT THS TIME WAO'S VERSION OF RESOLVINIG MY PROBLEM WAS DIFFERENT, NOW EVEN IF I FILED AN INSURANCE CLAIM THEY WOULD STILL EXPECT ME TO PAY THE $250 FOR THE STOLEN BOX. I EXPLAINED MY INSURANCE COMPANY WOULD NOT REIMBURSE ME ANYTHING BECAUSE THE LOSS WAS BELOW MY INSURANCE DEDUCTIBLE. HE SAID TO FAX THE CLAIM AND THAT SOMEONE WOULD CONTACT ME. TODAY SIS 8/21 AND STILL NO CONTACT FROM WAO. I AM A WIDOW AND SINGLE MOTHER AND IT IS QUITE A FINANCIAL HARDSHIP FOR ME TO PAY $250 FOR A BOX THAT BEYOND MY CONTROL AS STOLEN. MY PROBLEM IS THAT WAO CMOPANY HAD BEEN GIVING ME THE RUN AROUND, MISINFORMATION, AND HAD IGNORED MY CONTACTS AND I CAN NOT AFFORD FOR THEM TO END UP RUINING MY CREDIT EITHER. PLEASE HELP ME RESOLVE MY PROBLEM. THE ONLY REASON I TERMINATED SERVICE WAS BECAUSE I MOVED TO AN AREA WHERE WAO DID NOT HAVE SERVICE; UNTIL THEN I WAS EXTREMELY HAPPY WITH MY SERVICE AND I AM VERY SAD FOR THE WAY IVE BEEN TREATED. IT IS NOT ACCORDING TO THE COMPANY'S STATED GOALS, THEY CLAIM THAT WAO: " Everyone is absolutely committed to the objective of providing excellent customer service and living up to our core values of Respect, Integrity, Accountability and Servanthood. WOW! truly is a unique place where living those values, for both our customers and employees, is not the exception but the rule." I WAS AN EXCELLENT CUSTOMER BUT NOW THAT I SEPARATED WAYS FROM WAO I'VE BEEN TREATED UNFAIRLY.

Desired Settlement: I WOULD LOVE FOR WAO, MY FAVORITE CABLE COMPANY, TO WRITE OFF THE LOSS FOR THE BOX BECAUSE IT WAS BEYOND MY CONTROL AND IT WAS LITERALLY A LOSS BELOW MY INSURANCE DEDUCTIBLE. PLEASE DO NOT PENALIZE MY FAMILY WITH THIS EXORBITANT AMOUNT OF MONEY I AM A WIDOW AND SINGLE MOTHER AND I DO NOT WANT MY CREDIT RUINED; I HAVE BEEN VERY STRAIGHTFORWARD AND PROACTIVE TRYING TO RESOLVE THIS PROBLEM BUT WAO IS SIMPLY PUT TO RESPONDING.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ We have been unable to reach the customer to resolve this issue. We will need a valid phone number to reach the customer in order to go any further with this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My phone number has never ever changed. It remains XXX-XXX-XXXX. I gave that number verified and confirmed it more than three times when discussing this matter with Wao to no avail. In addition it is the same number that was on my account for more than one year when I did have Wao services. The last time I spoke to customer service I confirmed my number and they said they would call me but never did which is why I felt forced to use the better business bureau complaint process. My telephone number continues to be XXX-XXX-XXXX. Thank you kindly ***** I ****** Final Business Response /* (4000, 14, 2015/09/25) */ I have left a detailed VM with the plan the customer and I have spoken about. We have also resolved her issue with going to collections and she has 3 months from the 15th of September. If she is in need of more time we would be glad to see what we can do for her. Final Consumer Response /* (4200, 16, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not received any detailed voicemail from WAO. I never received the return call. I ask that Wao calls me at XXX-XXX-XXXX to speak to me directly about the resolution to my complaint. I was initially told that I would not have a set time to be able to pay back the fee; however the response above says I would only have 3 months, which is different than what was discussed. I would like to have 5 months to payback. Also in the reponse above there is no mention that I would be paying back $125 NOT $250 and I would like this to be clearly stated in the business' response to my BB claim to avoid further problems with Wao. In summary: 1) Wao BBB response should clearly state the amount to be repaid is ONLY $125 (not $250) and that I will have 5 months to repay 2) Wao will contact me directly at XXX-XXX-XXXX to discuss this agreement with me thank you

10/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: account XXXXXXX we left this duty assignment, turned in equipment and paid in full. The never posted the paid in full and are trying to collect they kept the money and never posted it to my account

Desired Settlement: close the account

Business Response: Initial Business Response /* (1000, 11, 2015/08/05) */ We have tried to reach *** ********, leaving multiple voice mails with a direct contact number and have yet to make contact or hear back from this customer. Initial Consumer Rebuttal /* (3000, 13, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) My work schedule and theirs is not matching, I can not except calls during the day except Monday I called back and the Gentleman is not in when I can call at 5pm Mountain time Pleas call me XXXXXXXXXX Mondays 800-430 MT time Final Consumer Response /* (4200, 20, 2015/09/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) We paid the new bill to stop the calls but it is still a bad company who takes money from Service members. I called the number the gentleman left but he is always not in when I call i am on mountain time, i cannot call during work hours as I am teaching call me after 5pm mountain Time Final Business Response /* (4000, 25, 2015/10/19) */ We have done as the resolution requested and closed the account with a $0.00 balance due. I am unsure what other steps they would like us to take.

10/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Disputing service charges for failure to provide adequate services. I called customer service on 09/08/15 for an issue with my HD receiver. The customer service representative could not help me over the phone. She suggested a service call. I ask I would be charged and I was told,NO. The appointment was made for 09/10/15 in which WOW failed to call me or show up in the time slot which I was provided. I called customer service on 09/10/15 and made another appointment for 09/17/15 in which the service tech did come, but did not fix the problem. I called them back on 09/18/15 to make another appointment in which to problem was finally fixed. I was charged for 2 service calls the first which I specifically asked If I was going to be charged and told,NO. The second one they did not even fix the problem. It took 3 tries to complete full service in which I was being charged for. I know for a fact they record all calls. I was told there wouldn't be any charge.

Desired Settlement: I want the two service charges that amount to $100 taking off my bill

Business Response: Initial Business Response /* (1000, 6, 2015/10/20) */ Customer was given credit for the technician visit fees in question. Initial Consumer Rebuttal /* (2000, 8, 2015/10/20) */

10/16/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Charging account two service calls at $50 ea. which was not disclosed and not authorized. charging $240 for equip. said not returned I am writing to share my frustration with WOW! Cable on the following accounts: ********* ******** XXXXXXXXX On this account they claim I owe $240.00 for Equipment not returned **** ***** XXXXXXXXX On this account they charged $50 x 2 for two service calls Which they NEVER disclosed there would be a charge for. Let me walk you through what has happened July 18 my mother, **** ***** moved from **** ********* to **** ********** (my house) We both had WOW! Cable and since she was moving in with me, we only needed one account I called WOW! And they said we could only have one Landline number per residence, so we decived to keep my mother's number XXX-XXX-XXXX since she had it for 41 years. o I explained my mother had ******** and there was no indication this would be a problem. Why would it be? She had WOW! Previously and had ******** hooked up without any problems. I was ASSURED me they would install her equipment, take out mine and the new account would mirror the service I had. Tecnician was out on July 18. He reviewed the job and called another WOW! Technician to help. The other technician was up on the roof, not sure what he did up there. They upgraded some of the remotes and equipment, made a pile of what needed to be returned and said I had to go to the internet to find out where to return it as they were just contractors and had no idea. I went online and found a location in ****** ***** Took the equipment on July 21 only to find out they were closed. On July 22, took the equipment to ****** There was no one working at the drop off location, just a sign indicating to "drop equipment here" We did just that. Got a bill on account XXXXXXXXX that equipment was not returned, called and was told they would research and call me in 24-48 hours. No phone call. Got a bill dated August 18 now indicating two items not returned for $120.00 each. Called on 8/22 and spoke with ***** ***** and he told me they would research and call back in 24-48 hours. No phone call. When speaking with ***** these are two small boxes which I told the guy I still had at the house, however, he said the serial numbers did not match. In the meantime: My mother could not get the **** ******** so I called WOW! And they said they would send a technician out. He came out and HIS WORDS "ya, we get to fix all the stuff those contractors don't do right". He told me all about his schedule and how he gets paid (which I thought was a bit unprofessional). NEVER indicated to me on the phone or during the service call that there would be a $50.00 charge for this visit. My mother could not get a dial tone, so we called and they sent someone out. They told her that a wire on the roof had been cut and that WE did it. My mother is 81 and I am 53, I can ASSURE you neither one of us were on the roof. They then accused the **** ********** when they came out to hook up the ********* the guy came in a SUV and did not even have a ladder with him. I was there when all he did was plug the phone into the unit and then plug the unit into the wall. He also checked our smoke detectors and put in a hidden key for the **** *********** use. When I received my bill there was a $50.00 charge for the service call. AGAIN NO ONE EVER DISCLOSED THERE WOULD BE A CHARGE! WOW! Then said they don't support ********* really, she had no problems at **** ********* with WOW! Once again the phone stopped working and she had to call WOW! To come out. We better not get charged for that service call. Oh and I forgot to add, when we consolidated to the one account, all my email was lost. I had to call and they reactivated the email account, but no history of emails. They did compensate me $40.00 for the inconvenience. What have I done to get this resolved? Called multiple times, can never speak with anyone with any real authority. They gae me $25.00 off the $100.00 of unauthorized service charges. Emailed **** ******** VP of Custome

Desired Settlement: Do not feel I should be charged $240.00 for unreturned equipment. We returned everything the service guy told us to return. Also, do not feel we should be charged $100.00 for the 2 service calls at $50.00 each. They never obtained authorization to charge us and did not disclose this.

Business Response: Initial Business Response /* (1000, 8, 2015/10/13) */ The equipment has been removed and the credit balance has been refunded to the customer. Initial Consumer Rebuttal /* (2000, 10, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Being charged for services I did not receive. Due to family situation/financial issues, my cable/internet services were interrupted for non-payment of bill for the billing cycle of Jul 20-Aug 19. I owed $130 for the billing cycle of Jun 20-Jul 19 (which included late charges and reconnection fee). Yesterday, Aug 20, I returned my 2 cable boxes to WOW on ********* ** ******** ** XXXXX and told them to change my service to just internet services (therefore dropping cable). I was told by employee that I would have to pay the Jun/Jul bill in order to change any services. I paid $153.43 to bring my account current and have the cable dropped from my services. I was also told that I had a balance of $131.80 on my bill. I stated my account should have a balance of zero due to me not having service for a month. I was then told to call customer service and discuss it with them and they would be able to adjust the bill accordingly. Last night, Aug 20, I call the customer service number to no avail. They always talk to customers like we are stupid (this isn't the first time I had to go through this). I explained about my situation with the bill to the young man I spoke with, stating I had not had service for a month due to non-payment and that I had paid the past due to have my internet turned on. First he told me both my internet and cable where on and I explained to him that I had turned in my cable boxes and had the cable taken off my services. He began to argue with me saying that I still had both cable and internet and I told him that the employee at the equipment drop station was to have change my services to only have internet. The call center employee told me well he would have to take care of that right that moment because it wasn't done. Then I asked about adjusting my bill since I had no service for a month and their billing is billed in advance. I was told I still owed $131.80 and I told him I was not paying for something I never received. He told me there was nothing he could do to help me so I asked for a supervisor, the young man then told me the supervisor wouldn't do anything for me either but he would get one for me. Needless to say the supervisor had the same non-helping/understanding attitude the other young man had. I was told over and over for 20 minutes that I owed $131.80 and I should have called and reported my services out. WHY would I call and report my services out when WOW was the one that cut the service????????? I was told nothing would be done and I owed $131.80 And my bill would be $55 every month from there for just internet. (I could get internet for $15 a month from another company) These employees are very rude and degrading towards the customers. This is not the first encounter that I have had with this company. I have to call every month about my bill and have had very poor and rude customer service.

Desired Settlement: I want a credit of $131.80 for the month (Jul 20-Aug 19) that I had no service. Why would anyone pay for a service they did not receive????? And an apology for the very poor customer service from this company.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ We have been unable to reach the customer to resolve this issue. We will need a valid phone number to reach the customer in order to go any further with this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) My VALID phone number is on my account because when I call in that is how I am identified. Just another lame excuse from this company. MY PHONE NUMBER IS XXX XXX XXXX. MY PHONE IS ON 24 HOURS A DAY 7 DAYS A WEEK. IF I AM UNABLE TO ANSWER THEY CAN JUST LEAVE A MESSAGE AND I WILL RETURN THE CALL. As of September 9, 2015, 8:10 am, WOW has all their equipment from my home. I no longer am a customer of theirs and I would appreciate my billing to be taken care of and have a zero balance. Final Business Response /* (4000, 17, 2015/10/13) */ The account balance has been cleared per customer request. Final Consumer Response /* (2000, 19, 2015/10/15) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were charged an additional fee for damage to equipment that we argued was mitigating circumstances. In April, we began to have problems with the cable service on a tv with a digital converter box where the tv would not get any low channels including **** **** **** and *** which are our major networks. I called service and they sent a signal to the box which did not improve the situation. I was instructed to disconnect power and incoming cable and that corrected the problem. It worked for a while and stopped again. I disconnected/reconnected again and it worked. This continued for a few weeks until the jack on the back of the box finally became loose and broke free. I called again and was told to bring it into the *********** office for a replacement which I did. The second box was installed and worked fine for awhile and then began to do the same thing. I called service and told them to send out a tech. When he arrived, he said the new box was bad and installed a third. I then received an additional charge on my September bill for an additional $120 for damaged or lost equipment dated 5/12/15. We called to dispute the charge and then the third box began to fail. I called service and they started to instruct me to reset the box and I refused. I informed them that a technician would have to come out and do it as I was not going to be responsible. A tech came out today (9/21/15) and said that my signal is low and would be boosted at a later time. I was informed by *** in customer service (XXX-XXX-XXXX) that we would still be responsible to pay the fee. It took them one week and multiple calls from me and my wife to inform us that they could offer a credit of $50. This is still unacceptable as the box did not work correctly prior to the cable jack breaking. In addition, we have had interrupted service off and on for several months and not requested a fee reduction. We feel we have been extremely inconvenienced and merely wanted the damage fee waived. As it stands now, we our $120 and are still waiting on the signal boost and hoping the third box does not continue to fail. To clarify the box in question it is the 3/4" tall x 2-1/2" deep x 3-1/2" wide box which is needed on non digital tv's. A similar box can be purchased on line for $30

Desired Settlement: We only want the $120 fee waived or reimbursed if payed.

Business Response: Final Consumer Response /* (2000, 10, 2015/10/09) */ 10/8/15 @ 8:15pm We received a call from ERT (Executive Response Team) and was informed that the fee was removed from our account. We were also informed that there was a charge to our account for a new cable drop to the house that the service tech said was needed. We did not ask for this service and have not seen a bill for it yet. However, the ERT representative said he removed that fee as well because it should be their responsibility. We are currently happy with our resolution and look forward to many years of trouble free service from WOW cable and internet. However, this process took longer than we fell was necessary. Thank You, ******* & ****** ****

10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Basically lousy service multiple calls to wow over the past few years about internet and phone service interuptions. They will not fix the problem.! I called wow at least five times over the last two years. I complained about how the internet and phone service interrupts multiple times a day sometimes up to five times an hour. I usually wind up resetting the box. I lose my phone service during these interruptions which means I lose my 911 service as well. They respond by remote resetting my box, by checking the level of software, by saying I have an outdated cable box and want me to drive two hour round trip to get it replaced, with shorter business hours than my regular work day this is impossible to do with out taking time off. I don't know what their next be excuse will be but I'll bet they still wont send out that new box that I need or even better send out the technician to finally fix this problem right. I am very unhappy with WOW services and now that other services have finally reached my block I am probably going to dump Wow. They might be as bad as wow but at least I will only be paying a fraction of wows bill for that service.

Desired Settlement: I want them to give me reliable phone and internet service. Send a tech out until this is corrected. I am paying for a service that is not there when it is needed. If they can not provide it then quit pretending to provide it and refund my money.

Business Response: Initial Business Response /* (1000, 8, 2015/09/25) */ We have sent this customer issue over to our local customer advocate to better assist in resolving the issues at his home.

10/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: my internet is going out randomly wow will not fix it . there more concerned about getting paid not the quality of service the give my internet service with wow is horrible ! they will not fix it , they have sent out several techs to fix it it still has not been fixed , they do care about the just brush it off ! there biggest concern is getting paid and not the quality of service they provide I have called XXXX XXX-XXXX many times

Desired Settlement: I want free service to make up for all the lost internet time

Business Response: Initial Business Response /* (1000, 8, 2015/09/25) */ Customer is not active with WOW! at this time. If customer would like to return after balance is resolved we would be glad to do whatever we can to make sure her internet is back up and running as it should be.

10/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Bogus charges after I canceled service. I had WOW phone Internet and cable bundle at my small business. I cancelled the entire service because I was so unhappy with the service. I had the phone number ported to another company. I called 3 times and visited the local office to make sure I didn't owe them another penny. I was very vocal that I wanted to pay every cent and never deal with them again. 6 months later I recieved a letter from a collection agency saying I owed them $279 from WOW! Wow never contacted me about this. After several calls to horrible customer service representatives I went to the local office but still no one can tell me how these charges magically re appeared. Companies like WOW have monopolies and are simply ripping people off because they can.

Desired Settlement: I have disputed with them and the collection company. They dropped some charges but are still saying I owe them $91 but can not tell me why. I do not owe this bur they are holding it as ransom so as not to report it on my credit. This is simply extortion. I just want other people in my community to know the risk of dealing with this company. It would be nice if they would actually do the right thing and drop the $$91

Business Response: Initial Business Response /* (1000, 8, 2015/09/24) */ The additional amount was not applied by WOW!. We are showing the original amount for service received is lower than the customers comments detail. If you are still interested in getting this cleared up please call us at: (XXX) XXX-XXXX

10/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Ad for basic cable and internet services @ $40.00 monthly + state and federal taxes and modem/adapter rental. Each month bill has more charges. Received ad in the mail for basic cable service and internet at 110mbps at a basic cost of $40 monthly plus rental for a modem ($5.00)and two digital adapters(2 @ $2.00 = $4.00, the third digital adapter was not supposed to be charged, however, it is a $2.00 charge on the bill.So, at this point, I am at a charge of $51.00. WOW is also adding a $12.00 charge to my bill for internet upgrade. There is no upgrade from the 110mbps listed in the add and I should not have to pay extra for a service that is already the basis for internet service. The three times I have received a bill, I have called customer service, holding for 20+ plus minutes before speaking with a representative. Each time I have explained that I have the physical advertisement that states what I signed up for. But on the fourth billing, the charge was there again and the customer service representative refuse to take off the charge and refused to let me speak with a supervisor because she said none were at work. The very 6 first billing I sent a certified letter to the **** ****** ** office complaining about the improper billing.The certified was signed for and picked up yet I have never heard anything from anyone at WOW. I still have the mail flier with the information on it.I really do not want to do business with WOW because it is too time consuming and nerve racking. I would like for this account to be cleared and discontinued. ****** **** ***** #XXXX-XXX

Desired Settlement: I just want this contract to be cleared and ended. It is far too much trouble doing business with WOW. WOW advertises to get you to take the service and they do not keep their word.

Business Response: Initial Business Response /* (1000, 10, 2015/09/25) */ We contacted the customer and there bill was explained and a credit was applied. her final bill has been corrected.

10/9/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Called to cancel cable TV service (I want to keep internet) on & effective 8/31. Was told I am unable to do so until $168 is paid. Called to cancel cable TV on and effective 8/31. Was told I'm unable to do so until I pay $168. I already made arrangements last week to pay this on 9/11...so if I was able to pay the $168 (past due) plus an additional $150 or so for the current charges on 9/11...so if I was able to pay it today I wouldn't have made the arrangement. WOW is forcing me to keep and pay for a service I requested to cancel on 8/31 for 11 more days. Customer Service and Collections offered no other alternatives. It is not fair to require a customer keep a service they have requested to cancel for any reason whatsoever.

Desired Settlement: I want to cancel cable TV service effective 8/31. Paying for it now and receiving a bill credit for it later is not an acceptable option.

Business Response: Initial Business Response /* (1000, 8, 2015/09/23) */ The customer already resolved this issue the day they submitted it with an agent over the phone.

10/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My issue is being charged for services that I never received. Even though I called multiple time to get my internet fixed and had technicians come out 2 times both of which told me they had to get someone out to my address to fix a wireing issue, this never happened. I am in the military going through training here and I spend most weeks in the field so when I returned, I saw that I was still being charged for the services. I called customer services with no resolution and a over due balances mailed to me.Product_Or_Service: Internet

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Billing Adjustment I would like for this to be resolved with minimal impact on my credit, I will return all equipment and cancel my account with WOW, and pay for the equipment rental fee for those months even though I had no internet.

Business Response: Initial Business Response /* (1000, 8, 2015/09/24) */ We have applied a credit to the account for time the customer was without service. As the notes reflect customer was okay with this resolution.

10/8/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: They sold me a bundle package that was suppose to provide me with cable,internet and phone.They hooked it all up on 8/13/15 and ever since my phone has not worked.I cannot receive any phone calls.They have made every excuse in the book.Trying to blame everyone but themselves including the FCC and they act like they don't really care.I could be out thousands of dollars for all I know.This is 8/24/15. Product_Or_Service: 8/13/15 Account_Number: XXXX-XXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) That they're required to tell people that they will not have telephone service for at least a half of a month if they buy services from WOW!!!

Business Response: Initial Business Response /* (1000, 15, 2015/10/02) */ We have credited the time that the customer was unable to use there phone due to technical issues. Initial Consumer Rebuttal /* (2000, 17, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.)

10/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: ***** at **********, ** location is signing contracts that aren't valid with WOW's standards or computer system. I signed a contract for $129.99 per month plus taxes and fees. I have never been billed for that amount, they issue credits that back my bill down to around $160.00 per month plus taxes and fees make my bill $175.40 per month, with a late fee. I've been begging them monthly to correct this error, no one has. I've called all their offices in the country and no one can assist me. They promise return phone calls that never happen. The commission structure is such within WOW that it promotes this kind of treatment of customers system wide. It shouldn't cost me attorney's fees to resolve this issue. I've begged that my 20 plus hours of customer service calls be shared with someone who can resolve it. I'm still begging. Honor your original agreement, signed and on file at WOW *********** ** and bill me accordingly. I've had to pay this additional amount since the beginning of my contract and I demand that they credit back accordingly. I encourage the executive staff to review policies and to check the contracts this office is writing because they are deliberately misleading people and corrupting the information in WOW's system to abuse it commission wise.

Desired Settlement: I would like to see a thorough investigation by WOW Management into their deceptive practices and commission structures. If there are criminal charges that need to be filed against ***** or Management within this **********, ** office, I'd be happy to testify. A refund is in order also for the amount I've been overbilled. I'd like more than ***** and an Account Manager with WOW, to apologize. They came in here a week or so ago, promised resolution and as usual, nothing.

Business Response: Initial Business Response /* (1000, 11, 2015/09/11) */ The customer has the correct pricing and has been educated that the price he has now is what he will be paying. He was notified of the change in pricing and that we will not discount his account further. Initial Consumer Rebuttal /* (3000, 13, 2015/09/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I signed a contract for $129.99. I demand a credit, to my account, for the amount I have overpaid to maintain services. Taxes and fees should not be $175.40 per month on $129.99 service. This deceptive practice should be changed systematically. Your sales people are signing documents not in line with your pricing standards set by corporate. Final Business Response /* (4000, 18, 2015/10/06) */ When the customer signed their contract it was at a discounted rate and we have worked with the customer on their rate but are not able to place the initial discount back onto their account. Their contacted rate is accurate on the account, but the lower rate after the initial discounts is no longer available. If the customer would like to cancel the remaining portion of their contract, we would happy to comply with that request. Final Consumer Response /* (2000, 20, 2015/10/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will find another provider ASAP and turn in all necessary equipment and will take you up on the offer to cancel my contract, at that time. Thanks again.

10/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: On 08/26/2015 I talked to a representative about payment options check by mail. On 08/26/2015 about 5:00am I made a phone call to Wow Cable because my services was interrupted. I had talked to the representative ********* about cutting the service back on. I asked the representative ********* if I sent a check thru the mail what would be the time frame that they would put it thru, she ********* said standard time is usually ten days and I said to my self good great all I need is five days before my money will be in my account and I will be fine. I even emphasize again the ten days and she reassure me once again it would be ten days. So I put the check in and four days later the check cleared and the check bounced with another check of mine. When I found out about the check I called Wow and talked to a supervisor named ***** I explained to him that the representative explained to me about the ten days. I told ***** that she explained to me that it would take ten days before Wow would take the monies out my account and that was not true they took the monies out in less than five days. I told ***** that she ********* told me the wrong information because the check cleared less than five days. ***** had said standard procedure is normally is anywhere from two to ten days and I told him had she told me that I wouldn't sent the check in. I only sent the check in because all I needed was five days,so ***** had said since I was a loyal customer he would take $15.00 off my next bill and told him that was unacceptable because your representative gave wrong information and I should be compensated for that wrong information and he proceeded to say that was the best he could do and I said ok and we hung the phone up.

Desired Settlement: I'm only asking for the monies that made my account go into negative which is $53.00.

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

9/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I upgraded my internet to a faster speed, but WOW didn't provide me a new modem. So I have been paying more, but getting slower speed. they wont fix I called WOW today, questioning how to lower my bill. I was informed I've have been paying for 60 mbps internet, but my modem only gets 15 mbps. The rep indicated I should have been provided with a new modem when I upgraded my speed in October 2014. After this I told them I would call back, and discuss the matter with my fianc�?© (who pays the bill). I called back and spoke the billing department, and told the rep I wanted some type of refund since I have been paying for a service that WOW has not been providing. She said she was unable to help me and transferred me to ******* in the internet tech department. ******* said that at the time I upgraded the modem was suppose to handle the higher speed, but later on (Feb. 2015)determined it wouldn't. I asked why customers were not informed and I was told that WOW has been notifying customers since Feb to upgrade old modems by a internet pop up feature, but never once was I notified. I also asked why, when a tech came to our house earlier this year about the fact our internet wasnt working, he did not indicate we needed a new modem then. After debating with her, it was clear WOW knew the modem's could not carry the high speed, and instead of informing customers directly, they continued to charge them the higher amount, and offer the slower service. ******* said a tech would have to come out to install the new modem, but it would cost me $50, because it is a upgrade. Of course I argued that it is not an upgrade, and she said they would waive the fee.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Since my bill increased $20+ for the increased speed back in Oct. 2014, I would like a credit on my account for the $220 difference.

Business Response: Initial Business Response /* (1000, 9, 2015/09/08) */ We have been unable to reach the customer to resolve this issue. We will need a valid phone number to reach the customer in order to go any further with this matter. Initial Consumer Rebuttal /* (3000, 11, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wow called me over a week ago, and I missed the call. The rep (*****) did not leave a call back number, and said he would try to call again. He never called back. The number I have on file is still good. I have also pulled old statements and they show I upgraded my internet in April 2014, so that means we have paid $320 for services not rendered. Final Business Response /* (4000, 17, 2015/09/24) */ As per notes on the day you called in 08/16/2015 "educ cust per the notes the modem they have now supported up to 25mbps which is what they had...but with the upgraded internet speeds that we just done last month it does not support the 60mbps...cust understood...stated they will maybe just go ahead and purchase their own modem..." So when you upgraded to the 25 as you requested your modem handled the speed fine. However when we did a free upgrade to you service that in no way raised your bill up you where not getting the speed of the 60mps. This was done in July, you swapped your modem in August and since there was no price increase from WOW! for the change in speed there is no credit do for this issue. Final Consumer Response /* (4200, 19, 2015/09/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has gone far enough. WOW is apparently not understanding or acknowledging what the problem is. We were told by 2 different tech support reps that the modem WOW provided us "knowingly" did not allow speeds faster than 15 mbps, regardless of what the product states.

9/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: We have Cable thru WOW. I accidentally mailed my daycare payment with the cable bill and WOW cashed it. It was $975 check NOT MADE OUT TO WOW. In the month of July 2015 I mistakenly mailed a 975 check made out to my daycare inside of the WOW bill which also had the WOW check in it. I thankfully paid $35 to place a stop payment on the check because WOW cashed it anyway!! We called WOW to report the issue and the customer service rep apologized and offered to waive our next month payment, which we were satisfied with. But the next bill we received was a double bill plus a $30 fee for missing a payment. We called WOW again and talked to a different rep who was rude and refused to help us and said there was no record at all of previous conversations. He refused to let us speak to a supervisor. So for the sake or NOT being sent to collections, we just paid a $270 bill but the hassle and the fact that WOW cashed a $975 check that was not theirs is inexcusable. We would like a refund asap.

Desired Settlement: we would like WOW to make good on their promise of refunding a months bill (at least!!!) plus refund the $30 late fee plus refund our $35 stop payment fee.

Business Response: Initial Business Response /* (1000, 8, 2015/09/24) */ We have credit the customer one month of service for this miscommunication with a representative. The rep stated they had no bill and were at a 0 balance. Initial Consumer Rebuttal /* (2000, 10, 2015/09/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) We were initially told by customer service that our monthly fee would be waived and it never was so I will believe it when I see it. When we called back to find out why, we were told there was no record of the initial agreement. If the monthly fee is indeed waived, this is an acceptable resolution.

9/22/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: The WOW technician cut the cable off that was with another company without permission. Will not fix because its not their wire. I called WOW and explained to them that he had no right to cut off my cable since it was with another company. they reason they were out was to hook up internet. My cable/wire had nothing to do with their company. He said that's correct but there is nothing they can do since its not their wire. I asked if its not their wire why would they cut it? No answer. On 8242015 at 9:30a WOW technician **** was only supposed to install internet service. He disconnected/cut my cable off that was with another provider. WOW will not send this technician back out because its not their wire and they can not touch other companies wires. I'm at a lost for words because if you cant touch another companies wires how can you disconnect it? The other company explained to me since it was at no fault of theirs or due to weather I would have to pay a reconnect and damage fee. This is very unfair to me the customer. I am getting rid of both services. Although this whole ordeal is WOWs fault. Very poor customer service. Everyone there including the supervisor **** ***** reads from a script and keeps apologizing for my inconvenience but will not rectify their wrong. Nor do they care about my 6 and 8 year old who will not be able to watch cartoons tonight because of their carelessness. If this is how WOW cares for their customers I want no part of this service or have to deal with this company.

Desired Settlement: I want WOW to come out and reconnect my service so Im not left with a bill for reconnect. So I don't have to take off from my job and wait on a technician from the other company to come out. So I don't have to go without tv for two weeks before I have cable again.

Business Response: Initial Business Response /* (1000, 5, 2015/09/08) */ We have been unable to reach the customer to resolve this issue. We will need a valid phone number to reach the customer in order to go any further with this matter. Initial Consumer Rebuttal /* (3000, 7, 2015/09/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke with a supervisor who said I would need to show him a current bill. This would be proof that the cable is not illegal.I was very offended by that comment and informed him iI didn't have a bill I do paperless billing. I also felt this was A LOT of hurdles for me the customer to jump through being this was not my fault. What I also don't understand is why my cable was disconnected AND the technician took all my outside wires? WOW is very unprofessional and do not care about their customers. Final Business Response /* (4000, 10, 2015/09/10) */ We are typically not allowed to alter another providers line, even when one was cut or damaged by a WOW employee in error. If we are going to repair a line from another provider that we may have cut in error, we require proof that the line should be active. This is a standard industry practice and was in no way meant to offend *** ******. We have not been able to make contact though the customer did speak with a technician supervisor, we have applied a $50 credit to the customers account.

9/22/2015 Problems with Product/Service | Read Complaint Details
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Complaint: It has been 70 days and I still haven't receive my refund.. Each person tells me it will be 45 days then 60 days hen 2 weeks after 60 days.. It is crazy that it take that long to give someone back thirst own money..

Desired Settlement: I want my money that they own me for over paying

Business Response: Initial Business Response /* (1000, 5, 2015/09/10) */ The 45-60 day time frame for refunds are based on a number of factors, some outside of WOW's control such as mailing times. The refund for this account was mailed out of north Georgia on 9/8 and the customer should have it late this week or next week. We were not able to contact the customer as there is no phone number on the complaint and the email address returns as invalid.

9/18/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: This complaint is about service issues, billing issues, customer service issues and collection issues. I have had this service nearly a year I suppose. It's never worked right. You can't get a signal 10 feet from the router. When there is a signal, it goes out or it's running on one bar. They've come out several times and it's still not fixed. I have lost wages due to waiting for repairmen, my fiancee has lost thousands of dollars as she works online and she can't access her work more than half the time. When she does, the internet will go out and she loses all work and money. So she works for nothing half the time. Then they sent me a collection letter saying I was late. Late paying for a service they can't provide nor fix. I always pay my bills on time and there employee took my debit card over the phone. Apparently she wasn't able to make it go through although she assured me it did. It didn't. So now they are threatening my credit just as I am trying to build it up to get a mortgage. I called 3 days ago and they couldn't come and fix it for 3 days . They want me to sit here and wait for them and miss going to work again. So now the have cost my fiancee work, they are threatening my housing, and now they may cost me my job having to wait for them. They also put in a different router but used the password on the old router so we can't look on the router to get the password to hook up new devices. They have blamed the router, they have blamed our computers , they have blamed everything but where blame should lie,...on a crappy service. They are now rude when I call, they argue with me. They can't provide a reliable service yet they are costing us absolutely everything. Product_Or_Service: supposedly internet Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I want back every penny I have paid them, I want lost wages for waiting for them, I want my fiancee's money back they cost her. This amounts to around $5000. I want any late payment taken off my credit report. For that I will sue as I PAID them and they didn't know how to process it apparently

Business Response: Initial Business Response /* (1000, 10, 2015/01/07) */ The account is currently past due for payment. The last technician that went to the home was cancelled at the door. Please refer the consumer to the Terms and Conditions, section 31: 31. Limitation of Liability: EXCEPT TO THE EXTENT PROVIDED IN THIS AGREEMENT AND SUBJECT TO APPLICABLE LAW,WOW!, INCLUDING ITS AFFILIATES, OWNERS, MEMBERS, OFFICERS, DIRECTORS, EMPLOYEES, SUPPLIERS, AGENTS, CONTRACTORS AND REPRESENTATIVES (THE "WOW ENTITIES"), SHALL NOT BE LIABLE TO CUSTOMER OR ANY OTHER THIRD PARTY FOR: (I) ANY, DIRECT OR INDIRECT, STATUTORY, SPECIAL, INCIDENTAL, EXEMPLARY, MULTIPLIED, PUNITIVE OR CONSEQUENTIALDAMAGES OF ANY KIND,WHETHER OR NOT FORESEEABLE (INCLUDING, BUT NOT LIMITED TO, DAMAGES FOR THE LOSS OF USE, BUSINESS, GOODWILL, PROFITS,WAGES,... Initial Consumer Rebuttal /* (3000, 12, 2015/01/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) Read my complaint. The reason it's past due is because WE COULDN'T USE INTERNET. And that's not RELEVANT AT ALL anyway! Now it is taking 4 hours to download updates that are taking other people 10 minutes.It seems we are being throttled now. This is unacceptable. We PAID for internet. We weren't getting internet. We have pictures with times on them showing how long it takes for a download. WE have pictures of 1-3 bars for our router being 10 feet away from the computer. They were 'turned away' that day because the person with the internet had to be called to work and the lady who lives here is deathly sick and it's not her responsibility to take care of my or WOW's problems. Final Business Response /* (4000, 18, 2015/02/05) */ Again, there has been no phone calls regarding speed issues since 12/16/14. There was a call where the service was down completely but that was due to non payment. ******* ****** Final Consumer Response /* (4200, 20, 2015/02/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) AGAIN, we dont' have time to sit on the phone. Our minutes are limited. We have doctors and other important people calling us. WE cannot waste our minutes on this. There is nowhere on the website, FB or Twitter where we can find a place to email them. We are not paying for a service we weren't getting. 11 hours for a download??!! We have pictures of all these things. I can't get the others to load. here is a start of all the pictures we have of a service that doesn't work

9/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was billed $2,500 for equipment. All equipment that I had was returned and I have never received a refund. Initially I had **** ****** ****** I switched to WOW for a while but the service was unavailable a lot of the time. So I switched back to **** ****** about two years ago. When the WOW cable was installed the installation person was very sketchy. He had no official vehicle or even a WOW shirt or anything. He was sloppy and left cords and cable all over the place. When the **** ****** person came to install their equipment one of the boxes was an old ** box. I shared the information off that box with WOW and they agreed it was a **** ****** box. So I only had two WOW boxes to return not three. While I was working with WOW on the dispute over whether I had two or three boxes to return to them they billed my credit card a total of $2,500 for all the equipment. I returned the two boxes I had of theirs and the **** ****** installer even agreed to talk to them to share that there really were only two WOW boxes at my house. When I would call Wow they said they were researching the box and would get back to me. They never did. I have received statements from WOW showing a credit due of $1,800. I have been calling them for over a year and a half asking for a refund. I was even ready to stop arguing over the third box and just get the $1,800 back. However, they always promise a check will come in 8 to 10 weeks but it never does. The last time I called they said they couldn't find an account at all. I know they told me that the ** box should not have worked. But I am certain that the shady WOW installer saw that the ** box worked and just did not bother installing the WOW box that was assigned to my account. I ended up paying for the ** box that I didn't return when the WOW installation was done. They then refunded my account when they came to reinstalled cable and found the box at my house. But now, WOW is charging me for all the equipment I returned plus the box that was never installed in my house. This has gone on for a ridiculous amount of time. I want a full refund of all the equipment charges which were $2,500.

Desired Settlement: A full refund of the equipment charges which was $2,500.00.

Business Response: Initial Business Response /* (1000, 5, 2015/01/28) */ There is still one piece of equipment on the account that has net been returned, please contact XXXXXXXXXX for more detail. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) They want me to call again? To a customer service number. I have done that at least 15 times. I have explained over and over that when I switched from Time Warner to WOW, Time Warner charged me for a box that was not returned. When I switched back to Time Warner, I found out the reason was because WOW left one TW box in place and installed two WOW boxes. That is why I did not have 3 boxes to return. I beleive I should receive the full $2,500 refund. According to statements they sent me a while back they said they owed me a little over $1,800. I even agreed to that amount before just to get some of my money back. They promised a check would come in 8 - 10 weeks. I called back. They promised another 8 - 10 weeks. That was over a year ago. They have had my money for over 2 years. I want a full refund. I do not think I should have to wait until 8 - 10 weeks. And I certainly don't think having me call a customer service number at this point in time is even close to reasonable. Final Consumer Response /* (4200, 11, 2015/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I have stated over and over to WOW I have no equipment that belongs to them. I was charged for three pieces of equipment and returned two. That both sides can agree on. I had asked on two different occassions to get a check for the credit on my account which was over $1,800. Both times I was told I would get a check in 8 - 10 weeks. A check was never issued to me. That has been more than a year ago. I only had two WOW boxes. I believe I am entitled to the full $2,500. I have made many calls to their customer service department and never seen any of my money returned in two years! Mr. ****** is not proposing anything other than for me to call cusotmer service and stating there is a credit on my account. There has been a credit on my account for over two years! The last time I called customer service they said they could not find my account. Mr. ****** has not proposed any kind of a solution the wrongful acts of WOW, only restated facts in dispute. Is there an arbitration process or do I need to go to the media/social media with this? So far I am no better off then when I filed this almost a month ago. Final Business Response /* (4000, 37, 2015/08/12) */ The customer had 3 WOW cable receivers installed, each piece of equipment would need to be activated based on the serial number that is loaded into our billing system when we purchase the equipment from the manufacturer. Equipment that belongs to another cable provider would not have the serial number in the WOW system and would not activate. Two receivers were returned in April 2013, any credit balance on the account is not refunded until the third piece of WOW equipment is returned. The customer was offered for us to mark the third piece of equipment as missing and have the charge for that come out of the existing credit balance in March 2015 and they declined.

9/15/2015 Advertising/Sales Issues
9/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Closed our account, charged for additional month after closed. We refused to pay, went to collections, finally paid it and it's still on credit report We had service with WOW but decided to switch to another provider. Called to cancel service but continued to be billed as if we hadn't canceled. Called to cancel again but were billed for the additional month. We refused to pay because it was an unfair charge. Bill went to collections and ended on my credit report. I disputed the charge on the report but had no proof that we had canceled when we said we did so credit dispute didn't change anything. Decided to pay off the account to save my credit but now it's been transferred to another collection agency who says that we did not pay this account!

Desired Settlement: I just want WOW to remove us from collections and come off of my credit report. It was an unwarranted charge in the first place and now I'm being charged twice for the same incorrect charge. Had no problems with WOW at all until I canceled. It was a good provider - we just got a better deal - and the customer service was great - until we canceled! I've done everything that I can from my end to fix this.

Business Response: Initial Business Response /* (1000, 5, 2015/08/06) */ We have attempted to contact the customer at various times of day 5 times between 7/31 and 8/6. We have been able to reach the customer. Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) We haven't been contacted by this company. There haven't been any messages left in our home voicemail or cell phones. We would very much like to have this matter resolved and are distressed that this is still an issue. We paid one collection agency already even though this was an incorrect charge and can't believe that WOW would send us to another collection agency. This charge is from years ago and I no longer have proof of payment. I would be happy to speak with WOW at any time or they can contact us through email through the BBB website. This really is irresponsible business practice and not how a company should do business. Final Business Response /* (4000, 11, 2015/08/31) */ According to all the records we have pulled there has been no payment to WOW! or our 3rd party company. The customer stated they had no records of who they paid so we have no information to do a further investigation on.

9/9/2015 Billing/Collection Issues
9/3/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: WoW installed internet service, was suppose to bury the cable, after numerous phone calls this has not been done. Last month we had Wow internet service installed, the salesman said they would bury the line and we would be saving money on the new internet service. It was installed two days later and the person arrived to bury the line. He arrived said he was going to eat lunch and never came back. We waited one week and called to ask about the line being buried and was told it was completed. After debating for 20 mins explaining the line is not buried we were told they would investigate as to why and contact us. Two weeks later (no contact was made), I called again and was told it was completed (which of course it hasn't been completed). Last Sunday I called again and was told I would be called back with the status, today (Wed 19 Aug) I called again since I was not called back and was told the job was completed a month ago. The rep. said he would contact the people doing the install and they told him they needed to wait another 5 days to ask for the status since I had called on Sunday. All we are asking for is for the company to complete the work they agreed to and to stop the run around - if you say your going to call back, call back -

Desired Settlement: Bury the cable as agreed

Business Response: Initial Business Response /* (1000, 6, 2015/09/01) */ The line for this home is aerial and cannot be buried. It is now strung correctly. Initial Consumer Rebuttal /* (2000, 8, 2015/09/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was quoted a price of $85 per month for cable and internet that included all of the receivers, and free installation. I received a bill for $262.54. that billed me for all the receivers and an installation fee. I called and they credited the installation and some of the receivers. I was told I still owe $140. We have had many problems with the internet and I called on 8/5 for the problems with the internet and the billing issue, and they were supposed to send someone out, no called and no one came me, but the internet started working so I let it go, called again 8/6 on due to internet issues. I asked to speak with a supervisor and was told they were all busy and someone would call me back. no one did. called again on 8/12 and set up another service call for 8/16 again no one showed up or called. 8/18 one of the tv's did not have a signal. I am disputing all of the charges as I have had nothing but problems and I was going to pay extra for service protection.No one has contacted and no one has come out to fix my issues. I do not feel I should pay for this terrible service I am receiving. From the misrepresentation of the pricing to the poor quality of the products and the poor customer service.

Desired Settlement: I want my invoice credited in full and I want to cancel the service.

Business Response: Initial Business Response /* (1000, 11, 2015/08/27) */ The only phone number we have for this customer rings as out of service. The customer has already disconnected service, we have credited their final bill back to a Zero balance. Initial Consumer Rebuttal /* (2000, 13, 2015/08/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had cable and internet services with WOW Internet & Cable Service for about 2 years when I lived in ********, ***** I moved to ********* ***** cancelled the services and paid off the bills. The company did not take the initiative to get their equipment and I had to send it to them. I gave the company my new address for them to send me a mailing box to be able to send them their equipment. They sent one of the mailing boxes to my old address instead of the new one. I notified them that I had not received the mailing box. They sent me another mailing box and I sent their equipment back to them.Now the company is claiming I owe them $50.15 for the mailing box they sent to my previous address (the one I did not receive). I spoke to them on the phone and they said they would waive off that bill. I recently received a mail from ****** ********** ** (a collection company) claiming they have been asked to collect on a past-due balance ($50.15) by WOW Internet & Cable Service. The collection company is giving me 30 days to pay this bill or they would report it to a credit bureau. I would send that money to the collection company to avoid any credit issue, but I want WOW Internet & Cable Service to refund this unfair/unwarranted charge. Product_Or_Service: Internet & Cable Service Order_Number: N/A Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund Refund.

Business Response: Initial Business Response /* (1000, 10, 2015/08/19) */ Contacted customer and reached mutual resolution to this issue. Client has been provided with contact information for WOW! Executive Response Team if there are any other questions or concerns regarding this matter.

8/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: The high speed internet service has been bad for longer than one month. When I try to call and complain the wait is very long and I give up due to time constraints. I called tonight and was on the phone for 35 minutes before I spoke to someone and almost an hour to hear that no supervisor was available at this time. The service for internet has been bad and WOW is aware, but to get credits you must call. So, basically I would have to call constantly and wait forever. When I did finally get through I could barely hear the person on the phone and repeatedly asked him to speak up.

Desired Settlement: I feel that we should receive a credit for the time that our service has been bad (It still is bad). Also, for the frustration of not being able to get through for help and for waiting for one hour when I did. It is terrible customer service.

Business Response: Initial Business Response /* (1000, 10, 2015/08/12) */ We have applied a credit for 1 month of internet service to the customers account and have tried reaching them 5 times and have been unable to make contact.

8/25/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Overcharged for 3 years for a media player, poor customer service, poor service calls resulting in loss of TV reception,no follow up from cust svc Poor cust svc resulted in letters to **** ******* VP in *********** ** via email. Have been overcharged for nearly 3 years for a media player. Company admits it, but will not provide restitution, only partial. 25% of what is owed. Spoke to Cust Svc at least 4 times to downgrade my service which resulted in one of my TVs not operating after service call. I requested a specific service tech, request not honored. After 2 service calls with no resolution, I took off the equip and returned it in person to ****** ** office. Have contacted ******* office twice. Each time I get a call with promise of follow up and it never happens. Service is so poor, it is unbelievable.

Desired Settlement: I want the money I was overcharged. Initially, I was willing to be flexible as to how they did it. Now, after being treated so badly, I want a check for the full amount. I would like a service call with the tech I requested to try to resolve my TV issue. Only him, I will not allow another tech in my house. Enough damage has been done.

Business Response: Initial Business Response /* (1000, 5, 2015/08/06) */ Customer was already contacted for this issue. She has received a credit for customer satisfaction. At the time she choose to start using the Equipment in question it was the price she was paying. Later we changed the price for new customer going forward. We have since changed the price for this customer as per her request. Initial Consumer Rebuttal /* (3000, 7, 2015/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not receive the credit on any bill as yet. I was told to take it or leave it. They are still charging me for equip that was returned. I have been overcharged for 3 years - they need to make that up to me in cash or services going forward. If they can't see that, then my business will go to another cable provider. There does not seem to be a middle ground here, it is all about them? How can we compromise with their attitude being as it is? Final Business Response /* (4000, 9, 2015/08/13) */ Client has not seen the credit on the bill, because her new monthly statement has not yet been printed & mailed, yet. She will see the credit reflected on the August statement.

8/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have cancelled my wow service on April 11, 2015 but they keep sending me bills. I called and they said they would stop but they have not. I cancelled my Wow cable and internet service effective April 11, 2015. The billing cycle starts the 5th of every month, but they charged my **** for the entire month. I refuted the bill with **** and only paid the portion of the month that I owed. I returned all of the equipment on time and have a receipt to prove it. Since then, they have sent me several harassing bills. I have called several times to tell them to stop. In a phone call I recorded on 5/14/2015, that I had permission to record, I told operator # XXXXXX that Wow needs to stop sending bills to my house. He said the bills were for non-return of equipment, I told him I had a receipt and could prove I returned the equipment. Then he said the bills were for returned checks that bounced. I told him I pay with a credit card and have never sent Wow a check. He then told me I didn't owe them anything at all, that my account balance is now $0 and to ignore all future bills. I recorded this. I told him if I continued to get harassing bills from wow I would file a lawsuit and ask a judge to issue a cease and desist order to force them to stop harassing me. I would include court costs and lost wages for court appearances. Today I received a bill from wow for $212.41. I owe them nothing, I can prove I owe them nothing, and these harassing bills need to stop.

Desired Settlement: Stop sending me bills for service I have cancelled and send me a check for the fraudulently billed charges for after I ended my service. $212.41

Business Response: Initial Business Response /* (1000, 11, 2015/07/29) */ We spoke to the customer on 7/8/15 about the issue, the balance has been credited and the customer agreed at that time the issue is closed. Initial Consumer Rebuttal /* (3000, 13, 2015/08/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) the assertion on 7/29 that the balance has been credited to me is a complete lie. I have not received a dime back from Wow. Not a dime. Please provide documentation that wow has issued a check or credit of any kind to me for the disputed amount and any evidence that I have received it or cashed it. I have received NOTHING. Final Business Response /* (4000, 15, 2015/08/11) */ A refund of $146.50 was processed today and the customer should have the check within 2-3 weeks.

8/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billing department not helpful, threatening to charge an insane amount of money for equipment return, **** not pick up modem. I have had nothing but issues with wow over the past few months, I have paid a lot of money for services and was told again and again that I have not paid enough to keep my services on, I canceled the cable portion and left internet and phone and was told there would be a credit on my next bill, which there wasn't and was told I had to pay the whole month for a service I didn't even have, called again and spoke to another representative, he told me what I had to pay to have my services restored, I payed, after the payment was processed he then told me that I needed to pay even more money, they we're not willing to make payment arrangements, not to mention that during this time, a wow representative would come to my house to collect money which really upset me, now that wow has cancelled my service all together, I am getting a bill in the mail for yet another, $316.57, which $200 of it is for the modem which the representative told me could not be picked up at my house and that I had to drive far to return it, I do not have the time to do so, if you can come to my house to collect money, then you can come to my house to pick up your modem. I now received another bill stating I can be charged up to $900, which is ridiculous, I tried time and time again to resolve this issue respectively with customer service, even calling 2-3 times a day, and paying a ridiculous amount of money, I'm not asking for a refund, I'm just asking to pick up you requirement and wipe my bill clean. Account number is/was: XXXXXXXXX, telephone number was:(XXX)XXX-XXXX. I really hope that we can resolve this matter, thank you.

Desired Settlement: My desired resolution would be for your company to set a time and day to pick up the modem and clear my bill to $0.00, I do not believe that I owe any more money to your company, especially since I was still getting bills with no service. I would also like an apology for all the headaches your company put me through. Thank You.

Business Response: Initial Business Response /* (1000, 5, 2015/08/07) */ We spoke with ** ***** and scheduled a technician to pick up the equipment at no cost. We also applied a $70 credit to his final bill for the problems. He was happy with this resolution.

8/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have made every effort to return to wow their modem which they are now trying to charge me for after their technician agreed to pick it up no charge I have tried to return the modem, and set up a time with a technician. No one ever set up a time with me to come by and pick the modem up while I was at my original address. I received a text saying that the company picks the modem up free of charge. The technician never came to meet me to pick up the modem even though we set up a time after the first attempt. The person I spoke with concerning this issue stated that I would have to pay a 50 dollar charge which is ridiculous or I'll be charged for the modem. I was satisfied with the service with the company and even tried to get it transferred to my new address. The way my situation has been handled is completely unacceptable. And although wow is not offered where I am currently, I have always recommended it to people and would have considered the company in the future but this is terrible customer service. The way all these charges are coming about with this modem when I have made every effort to have the technician pick it up. This involved texting back and forth and providing my current address and rushing home to be there at the time we agreed on. The customer service rep said the technician could not pick it up from my new address. This is unsettling because I gave out my address to the gentlemen when he called under the pretense that he would pick up the modem. SO now a stranger has my address which is very unsettling. I hope this issue can be resolved. I was a great customer and it's disheartening that because I moved and your company doesn't service my current area that I'm being hit with all these charges and the cost of the modem being threatened to go to collections when I have tried to return it.

Desired Settlement: I want the modem picked up without being charged for the pickup and I think the remainder of 24.00 on my account should be credited.

Business Response: Initial Business Response /* (1000, 5, 2015/08/19) */ Contacted customer and reached mutual resolution to this issue. Client has been provided with contact information for WOW! Executive Response Team if there are any other questions or concerns regarding this matter. Initial Consumer Rebuttal /* (2000, 7, 2015/08/20) */ (The consumer indicated he/she ACCEPTED the response from the business.)

8/18/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 5-28-15 I had wow service installed.6-5-15 I had it disconnected.I was not satisfied with the programming on 3 of my tv sets.I returned equip on6-5-15 On 5-28-15 wow installed cable-internet-phone for$141.15.I was unsatisfied with the few channels I received.and the one tv set had just a cable hook up no box.6-1-15 I called a wow operator she told me for more channels & a extra cable box it would be $19.00 more a month.That would cost me over $160.00 per month.I am retired i can't afford that.When I ordered wow service on 5-27-15 they had a promotion going on it was;guarenteed satifaction if not receive your first 60 day's payments back.When icalled wow back on june 5 2015 to cancel the operator switched me to recovery a person that will make a deal for you to stay with wow cable.she did what she could but I still canceled.i said to her I have the bill in my hand for$152.01 what should I do about it? she said since I was canceling the service.to disregard it because of the guarentee I would receive one for $0.00.Now on7-7-15 I get a bill for $307.87 when I called wow and asked them why did I receive this bill?They said for wow service's I received since 5-28-15.I told them I canceled my service and returned the quipment on June 5 2015 at there office at **** ********* ** ********** ** XXXXX. The man in the call"in office paused and oh yes I see it now!so I said if I have no equipment I can't use the wow service.then he said I will refiger your bill.he said I still owed $76.72. i ask for a supervisor his name was ****** emp no. ****** the phone I called was X-XXX-XXX-XXXX what ****** told me at first was why I got the bill was I did not call and cancel service.Icall and cancel my SERVICE I told him I returned all of WOW"s equipment the same day.Then he paused and said since I did not make a payment,the guarantee of satisfaction and money back guarantee was void.I told him I did not want money back I did not pay WOW any money.My account should be 0.PLEASE get these recordings.the one from 6-5-15 the time was around 12:00pm et will prove that I was told to disregard the first bill,because I had the service for only 9 day's and I lived in the service area that had the satisfaction guarantee my account no.is XXXXXXXXX Thank you! the full guarantee on tv was;satisfaction guaranteed if not wow would repay you what you spent the last 60 day's on cable service's.Idon't want to milk money out of people.It's not right.

Desired Settlement: I would like my account to be $0.00 because I truly trusted when I was told about the satisfaction guarantee on the tv. there would be no problem canceling. i thought I would like the package I ordered but I did not. I could not afford to up grade. i have had wow service's in the past and liked the service. Sorry! guess I should have asked more question's about what does guarantee mean,or when does the guarantee start. ** ********, oh Acc no.XXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2015/07/17) */ Spoke with the customer and explained due to information that was not made aware to the person he spoke with he was not eligible for the offer he wanted to take advantage of. I did ensure he was only billed for the days he had service and waived the install fee. We will be sending out another bill with the corrected amount the customer has agreed to pay. Customer seemed satisfied with resolution over the phone. Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) as the man said that contacted me I was not made aware. that I was not able to receive the guarantee, so I do not feel that I should have to pay anything.He also said I was not a new customer because I had wow service in the past.The last time I had WOW cable was (2yrs ago) I think he's looking for excuse's.The only resign I agreed to pay the **** was so this would not go to collection's.I still will try to get my money back!.I am very angry about this.as long as I can type I will file complaint's.this is not good for my blood pressure.I am living on ss now and need all the money I get each month.I am sorry that this is not over with yet. thank you BBB,for helping.******* **** Final Business Response /* (4000, 9, 2015/08/06) */ During the call the customer is referring to I did tell him that the rep said they would put in the request for his money back guarantee. She didn't see anything that would cause an issue. The rep was not made aware the customer had an account with us previously. Beyond that the customer wasn't qualified even if we didn't look at the previous account because there first bill was not paid on time. Install charge was credited as per customer request but remaining bill stands. Understanding that the customer is on a limited budget they can pay as they are able to clear the balance.

8/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Refund policy was not told to me previously to taking my payment I ordered services for cable,telephone and internet for installation to take place on June 13th. Was told I had to pay first bill and installation fee of $177.33 . Made payment on June 10th using debit card. Called to cancel appointment on June 12th and was told that a refund request had to be made and that I wouldn't get a refund for at least 4 wks and it would be by check. That was never told to me in the beginning . Everywhere I've ever made a payment with my debit card, if needed, would either refund right away or within 2-3 days directly to the debit card. I would've never authorized that payment if that information was told to me first.

Desired Settlement: I need my money now. It's not fair for them to hold on to it like they are doing when it only took them 2min to take it.

Business Response: Initial Business Response /* (1000, 11, 2015/07/29) */ The refund was processed on 6/15/15 and sent electronically back to the customers bank. It should have been in the customers account within 1-3 business days.

8/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Customer service is pathetic I live in ******** which is a neighboring town to ******* *** Our internet is down 1-2 times a week. Not only that, this month I received 3 SEPARATE bills from WOW. One is for account XXXXXXXXX that no one can explain with charges for $38.11. Online services won't let me access the account, and even customer service couldn't tell me what the charges are for. The customer service number is based in ******** ** and every time I call they tell me that I have to go to my local office(in ******* because there isn't a way to contact them over the phone and customer service can't help me. What is the point of customer service if they can't help you? Also, they disconnected my service 06/15 for nonpayment (account XXXXXXXX). This was accurate due to an oversight on my part. I had to go to the local office AFTER I paid online to notify them that service was paid in full and could be restored because customer service couldn't even do that. At no time did they tell me that a new account would be set up and that they would charge $39.95 for a re-start fee, which I already paid when I paid over the phone (it shows that specifically on the bill). The third bill is for account XXXXXXXXX which is for $129.59. HUH?? I just paid $131.36 on 06/16 and now I owe $129.59 the very next month? My bill is normally $61 and some change.

Desired Settlement: I would like for WOW to stop billing me for $38.11 since no one can explain what this account is for and I can't even access the account online. I also want the $39.95 restart fee removed from the newest bill (XXXXXXXXX) since I already paid $30 for the reconnect fee on 06/16. I AM NOT paying $70 to restart their pitiful service that crashes 1-2 times a week! That is more than my monthly bill and its ridiculous. I also highly recommend that WOW invest in better customer service protocols, because their current option is a joke.

Business Response: Initial Business Response /* (1000, 5, 2015/07/25) */ Customer was contacted about the issues listed above. She was made aware of the restart fee and that she would be on a new billing cycle as she had a new account. We would be glad to see what we can offer her for a lower bill if she would like to reach back out to us for pricing options. There is support in out call center that she speaks with for her area. I apologize that she was refereed to the local office many issues we can resolve over the phone. Initial Consumer Rebuttal /* (3000, 7, 2015/07/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have called the support center two additional times since my complaint and every time I am told that I must go to my local office because they are unable to assist me further. I was never made aware of the restart fee, but I am willing to pay it ONCE. I was also told on my last call that I was being charged for a return check fee because I cancelled a payment that was automatically deducted from my bank account and paid to the CLOSED account. I did this at the request of the WOW representative because they told me that they could not return or void a check even if it was paid to a closed account. Final Business Response /* (4000, 9, 2015/08/11) */ The second reconnect fee for $30 was mislabeled on the bill, it was for the returned item, and should not have been labeled as a reconnect fee. The returned item fee was refunded back to the customer on 8/4/15. Final Consumer Response /* (2000, 11, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) WOW did refund the $30 as I asked but I am still far from satisfied with their service. If I could find ANY other internet provider for my area I would switch ASAP!!!

8/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Not getting the service I am promised but Wow expects me to pay for it.For the last 3 months I have been paying for an Internet service that I am barely getting, I feel robbed and all they (Wow) seem to do is blame the equipment, they scheduled a technician to come out today to check the equipment (Modem) and gave me a time frame of 3-6pm. At this time 5:43pm I have yet to see a tech or even get a phone call from this company, all they seem to do is give me the run around, and blame everything besides the self, as this does not just affect me, it also affects 2 of my neighbors in the same manner.this has been going on since 6-2-2015, they need to take responsibility in their lack of service, if you look at their ******** page they get complaints everyday and do nothing but temporarily resolve the issue or get a $5 credit to your bill, I don't feel I should pay them $62 if the service barely works. I am supposed to be receiving 30 mbps downstream and 3 mbps upstream, I do not receive 30 mbps downstream, I can barely get 2 mbps most days, and I don't feel I should have to pay for that.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Now I'm not asking for free service, bit I think my bill should be discounted for awhile until Wow fixes these hiccups in their service, I am a paying consumer and I don't like being given the run around, or being promised a service that I can barely get.

Business Response: Initial Business Response /* (1000, 5, 2015/08/07) */ A technician went to the customers home on 8/3/15 and corrected the wiring. I spoke to the customer today and all services are working correctly. I applied a $20 credit for the problems and the customer accepted this resolution. Initial Consumer Rebuttal /* (2000, 7, 2015/08/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was just going to pay my bill for that month even though I was not happy, I went to pay it online like I normally do and noticed the balance was $0, I then contacted them as I was a bit confused and as I was I got a call from Wow and the phone operator said they were taking care of my bill for the month. So yes I was happy since I didn't feel i got the service that month they wanted me to pay for. They did right by me, I hope what ever problems they are having they get resolved. I have not had to contact them any further after this incident so I am hopping fro the best.

8/11/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We have not been able to get our telephone numbers released and to have them stop sending our calls to an automated message indicating that our phone is out of service.

Desired Settlement: DesiredSettlementID: Other (requires explanation) do what you are supposed to do when a customer change telephone carriers. You should not be allowed to hold someone hostage.

Business Response: Initial Business Response /* (1000, 14, 2015/07/30) */ We spoke with the customer who said this issue has been resolved with their new provider.

8/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm being charged for service that was non existent. I am also being told there is no way to remove the charges. I started service early this year, and the internet was great- when it was on. I paid Jan, Feb, March, and April, in which time multiple techs were out to try and fix my problem. Usually they would come out, replace the modem, and it still would not work, then they would leave. I was told a tech would come out that can check the wiring coming into the building, because I was told that is most likely the problem that is causing my internet to not work. So from the end of April, until now (July) there has been no internet. WOW is expecting me to pay 172.57 for service that wasn't there because I have no proof it wasn't working. Customer Service on the phone said they saw my signal not working. The techs that came out saw my service not working. I have pictures and screenshots of the service not working. I'm not sure what other proof is needed. I was transferred from customer service, to billing, to collections (told me they'd transfer me to someone that could remove the charge) to ***** (a supervisor) that ran me in circles for an hour and fifty one minutes.

Desired Settlement: Because I was told this was going to effect my credit score, I am paying the 172.54. I would like to be refunded this money or a timely response to get this taken care of.

Business Response: Initial Business Response /* (1000, 8, 2015/07/30) */ We have made 4 attempts to contact this customer about their concerns. At this point, the phone number provided in this complaint is ringing as out of service with that provider.

8/11/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I want to be reimbursed for money that was spent on an electrician that was not needed. Due to faulty wide open west equipment. On June 30th 2015 my Modem that was supplied by Wide Open West stopped working. I did not have Internet or Phone service as a result. I called Wide Open West and told them of the issue they sent a technician out he replaced two splitters and got the modem to come up and work. One hour after the technician left the modem went out again. I called Wide Open West and they sent another tech out two days later. The tech came out and did a test on the cable lines in the house and replaced the modem. The new modem worked and the tech left. The modem worked for about four hours and then went out again leaving me with no Internet or Phone. I called Wide Open West and they sent a tech out again two days later. This tech ran some test's on the lines and told me there was a ground wire in the house that was causing the modem to keep going out he said I would have to have an electrician come out and check for a ground issue. Three days later witch was 7-13-2015 I had a licensed electrician from *** ********** ******** in ******** **** come to the house and troubleshoot for any ground or electrical issues in the house. He found no ground issues the system was bonded and grounded per ****** The electrician found the cause of the modem not working was an issue with Wide Open West's wiring and modem. The electrician charged me $250.00 for the 4 hours of investigation and troubleshooting on my electrical service. I called Wide Open West immediately after the electrician left. Wide Open West sent a senior tech out to the house and he started his inspection and found low signal behind modem outlet and small amount of signal errors. The tech changed all connectors and reconfigured splitters. And also replaced the modem again. The tech said all issues have been resolved. I now have Internet and Phone that has been working for two days now. I immediately called Wide Open West and asked them if I could get reimbursed for the work preformed by the electrician that I hired due to the fact that it was Wide Open Wests faulty equipment. Wide Open West told me they don't reimburse for that type of issue and are not responsible for the suggestions that there technicians give there customers. The problem was clearly Wide Open West fault I don't think I should have to pay for $250.00 electrical services that were not needed. I then told Wide Open West to cancel my service they **** be disconnecting service on 7-19-2015. I feel that Wide Open West has the responsibility to reimburse me for the $250.00 dollars.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Refund the $250.00 dollars that I spent on the electrician that was not needed due to faulty equipment on Wide Open West.

Business Response: Initial Business Response /* (1000, 5, 2015/07/24) */ Applied credit customer requested. We should have taken another look and diagnosed this issue rather then requesting he get unnecessary work done. Was unable to speak directly to customer but issue should be resolved. Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received I final bill on 7-20-15 from Wide Open West and there were two charges that I will not and should not have to pay for. There was one charge for 50.00 for a Tech Visit. That I will not pay for because it was your faulty equipment that caused the issue. The second charge for 50.00 for equipment pick up I will not pay for. If I was made aware of a charge for pick up I would have made arrangements to drop equipment off my self no one told me there was a pick up charge. I need to have both charges removed and reimbursed for the 250.00 dollar electric bill that was unnecessary. I also attached a copy of the bill that I will not pay for. Final Business Response /* (4000, 9, 2015/07/30) */ We credited the fees mentioned by the customer and will be mailing a refund check to the customer. I spoke with the customer today and they indicated they are satisfied with that resolution.

8/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Continued interruption of phone service. Modem continues to loose connection. 3rd service needed in 20 days. Can't come for 2 days. 73 years old!!! For the last 30 to 45 days phone service continually (XXX-XXX-XXXX) interrupted where no modem connection and can not make/receive calls. ***** ******* (son) made 1st call on 7/3. He is ** **** communications specialist and had familiarity with modems, etc. Hevsaid it was not a pleasurable call but somehow got problem resolved. I'm 73 years old, no internet or cell phone and do not like being at mercy of technology I'm unfamiliar with or WOW who has not demonstrated urgency to resolve elderly customer with ongoing health issues *********************** and phone only means of communication. My 2nd call was on July 15th. Customer service rep said they could not get a signal to the modem and would need a new one. A technician came out that day. It worked for less than a week and same problem. I called again yesterday, July 23rd and again was told modem had no signal. A technician is not available until Thursday, I would think for a 73 year old who is on their 3rd service call for same issue in less than 20 days would be urgent! A few things to point out - I called yesterday and had no lights on modem, approx 3,hrs after contacting Wow modem will light up an I may be able to use phone again. Yrsterday I was able to make one 5 minute call and out agin; a couple hours and again modem lit up and went out again approx 20 min later and still out. This is same thing when called on 3rd and before/after technician replaced modem. 2nd the email address provided was my daughter ***** *******. As I said I do not have Internet. I do have a cell phone for emergencies that I only load with $10 for minutes. If I hadn't had this I wouldn't even had a way to contact WOW. Someone please take time to figure out what is wrong and get it fixed!!!! In addition my **** should be credited to reflect lack of service as well as I want to be reimbursed at minimum $20 for cell phone minutes needed/utilized. Thank you

Desired Settlement: Someone please take time to figure out what is wrong and get it fixed!!!! In addition my bill should be credited to reflect lack of service as well as I want to be reimbursed at minimum $20 for cell phone minutes needed/utilized.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Spoke with customer phone has been working since last technician came to his home. Gave the customer an agreeable credit and issue is resolved to his satisfaction.

8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WOW offered an online satisfaction survey guaranteeing "at least $70" of compensation. After completion, they offer "3 free credit reports". WOW Internet offered an online customer satisfaction and brand awareness survey, guaranteeing "at least $70" of compensation for completing the survey. After completion, they offer "3 free credit reports" which the **** ****** ********* *** ****** requires each of the nationwide credit reporting companies - ******** ********* and ********** - to provide you with at your request, once every 12 months. It's misleading to offer something that is federally mandated as free as if it is a prize worth $70 in exchange for people completing a survey.

Desired Settlement: Please simply tell them to stop offering money/credit they're not providing and "products" like credit reports which they have no right or ability to offer.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Customer was contacted and informed that we do not have any offers like this. We asked her to forward her email response from the survey so that we could investigate it internally for phishing issues. Customer is satisfied with this resolution.

8/10/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My phone doesn't, work I have called and been on hold for at least one and half hours. I finally looked up another. Number and they answered but could not find my account so they transferred me and I went on hold again for about 15 min. I called again and told the individual what happened and the same thing happened. He transferred me again and I waited again for about 17 minutes. I have finally gave up and will go to their office tomorrow if they will see me Product_Or_Service: Cable and phone service

Desired Settlement: DesiredSettlementID: Other (requires explanation) Not Entered

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ We spoke with the customer and ensured their services are working. We also apologized for the long hold times the day the customer was trying to reach us.

8/10/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: No longer a WOW customer, but they have given our phone no. to another's name. We also have the same phone no. with new cable compay. I was a customer for a little over a year and 4-6-15 cancelled WOW and went with another provider. I opted to keep my phone no. and since then have been getting various types of calls from all over the USA, most credit collectors, looking for a ****** ********** My cable company tells me they cannot do anything on their end and that WOW is known for these practices when you cancel. If we call a person with the same carrier we have, the ID shows up as ****** *****. If we call a person with WOW it shows up as this ********* person. There are days when I can get up to 20 calls for this person and have to literally turn off the ringers on my phones to have some peace and quiet. Right now, my only option is to have my phone no. changed and being on a fixed income, cannot afford the fees involved, which are not my fault to begin with. My present company has contacted WOW on several occasions regarding this, but nothing has been done and it's now been 5 months since this all started. Obviously, this ********* person has another phone no. and WOW refuses to cooperate and remove this name from my number. My current company, which is ******** tells me they do this to punish those who leave them for a better rate. Never, never had this issue prior to changing and have had this number over 5 years. I cannot go on with this nuisance any longer and am hoping you can do something to alleviate this huge problem as WOW won't discuss this with me.

Desired Settlement: I just request that this ********* person be taken off as being associated with MY phone number. If WOW refuses to do so, then I request they pay to have my phone number changed, so I can have peace once again.

Business Response: Initial Business Response /* (1000, 8, 2015/07/24) */ Spoke with customer about issue. Educated that we sent his number rover to the requested company on the date he requested so it has not been applied to another customer. I have submitted a ticket to resolve the incorrect ID on the phone through the WOW! system. This should be resolved soon. Customer was satisfied with resolution.

8/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have a 100 page email chain back to Aug 2013 full of non stop errors...both billing errors and service issues.Now they are overcharging me AGAIN! I can forward email chain if requested...all these details are in the email chain.

Desired Settlement: credit due based on the 3 hours I spent on the phone in Feb=they promised me $143/month and my bill is $192/m. Also need new DVR as it cuts out for 6 minutes after every recorded show. Also need phone line fixed....it cuts in about 3 times on my calls.

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ We have correcgtly the customers bill to their requested monthly rate and have left a voicemail 3 times trying to reach them about the service issues with their DVR. At this time we are not able to reach the customer and they have not called us in response to any voicemail, can we close this case.

8/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Wow cable is billing me for services that we did not use. We switched cable from Wow to **** ******* We switched cable from Wowway to **** ****** on May 7th. **** ****** was suppose to call Wow to cancel. Anyway, Wow cable was still sending bills for May and June 2015:account no. XXXXXXXX . I sent them messages on Wows site and they never responded back. I called the other day and the supervisor said we owed $227.26 even though we didn't have cable since May 7, 2015. Reason was no one made a call to Wow cable. Please advise. Thanks, **** ******* *************@gmail.com.

Desired Settlement: I want Wow cable to stop sending bills for services that we didn't use. I returned all equipment to their ****** *** Office.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Spoke with customer agreed to credit reaming bill back to the date she requested. Educated her company she want with never called on her behalf. Initial Consumer Rebuttal /* (3000, 7, 2015/07/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I received a new bill on July 22, 2015 for $189.52 and we're not satisfied with the updated charges. We should've only been charged for 8 days of service. Final Business Response /* (4000, 9, 2015/07/24) */ After speaking with the customer we came to an agreement that WOW! would credit there bill back to the date of 05/07/2015. This has been done and the customer was agreeable to this arrangement.

8/10/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: WOW internet is consistently unreliable and they have horrible customer service. I have been a WOW consumer for over 5 years. Over the last year, their service has nosedived into the ground. Specifically, their internet reliability. I am a full time student and work from home so having a reliable internet connection is extremely important to me. Over the last several months, my internet through WOW has consistently not worked in the evening hours and especially during the weekend. WOW does not EVER let their consumers know that they are aware of an outage and 99% of the time, other consumers are calling in to complain so their customer service line does not work. This past weekend, WOW claims a DoS attack on them and have no accountability what so ever for their poor service and unreliable deliver of services that consumers pay. WOW owes me a credit for the last two months (at minimum) of my entire **** for their lousy service and horrendous customer service. WOW is now on the same, if not lower, level as ********

Desired Settlement: I demand that WOW credit my account for my last two monthly billing statement AND implement a way for consumers to, at the VERY LEAST, find out that there is a known outage. They need to make sure that they can meet the demand of their consumers or stop promising a service that they clearly cannot keep.

Business Response: Initial Business Response /* (1000, 9, 2015/07/27) */ There has been no successful contact with this customer. There has been a $20 credit on account for service issues and customer frustration.

8/7/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Till I found it out on June X XXXX, WOW failed to deliver HD channels that are included in my package since my order in 2008. I am the existing customer of WOW!Cable Internet and Phone. My Account name is ********* **** and Account Number is XXXXXXXXX. I just found it out today when I got a lineup in the WOW local office that I had not accessed to 90% of HD channels that are included in my package (my package on Cable service is Basic Cable). I called them today. The representative told me the technician didn't do the right job (HD was not authorized)when he installed my cable modem on day 1 of service. I have been WOW customer since 2008. They keep charging me monthly fees without providing me the service that I am supposed to get. WOW restored my HD services today (June 8, 2015). However, when I asked for compensation, they only offer me $50. How can they trade their bad service in past 7 years by only $50? But their representatives and supervisor were very rude. In contrast, they even blame me not calling him earlier. The second representative even didn't admit any their fault.

Desired Settlement: I am asking for a refund that is only a portion of my cable service fee in the past 5 years, ~$500, which I think it is a reasonable amount.

Business Response: Initial Business Response /* (1000, 12, 2015/07/23) */ I spoke with the customer July 1st. I was able to explain to the customer he was never charged for having HD. He had the option to have his equipment upgraded in our system to allow access to it. However until June he had never asked us to activate this feature. There are many customer have we installed with HD capable equipment that didn't have HD at the time or interest in it. Customer was unhappy that we didn't call and offer it to him and for that I apologized and took that feedback as something we may look into in the future. I did honor the credit he was offered even though there was no charge applied to him for the service he didn't receive.

8/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Misleading during sales process.. Didn't receive what I was told. No follow up or resolution after I was told "don't worry" I contacted Wow off of an advertised amount on their website. I went through entire question answer process (including verification of services etc) and then was quoted a price. The original price was much higher than the add. Only when I questioned the price, the sales person said he didn't realize where I lived...we went back and forth and the price was lowered. I specifically asked what channels I would receive and he told me "all the channels" obviously I understood this not to include certain pay channels... I agreed to purchase ******** in addition to the bundle he sold me. When I had the product installed I was pleased by the service of the installer. He did a nice job. However, when I began to peruse my channels I discovered that I only received a small sampling of channels. In one instance I counted 35 in a row that I did not get. In addition, the interface that I had was very cumbersome and hard to navigate, unlike the wow product I had seen before. In the **** ****** " portion there was a very small amount of free movies and even though I paid for ******** the amount of ** ****** ******** movies was very limited compared to ******** In addition, the ******** ** ****** was basically non existent and I had to zoom the screen to get it to fill my tv screen..it didn't appear to be HD even though I specifically requested HD. I contacted Wow and they told me I didn't get the right package and what I wanted would in fact be more money and I would have to use their modem (even though I paid 125 dollars already for a modem they recommended). After expressing my dissatisfaction they agreed I could upgrade for the same price and use my purchased modem after all. They said they would call me back once they figured out how to make it all work. I never got a call back even though they claim they made two attempts. I called back and was to they saw the notes but couldn't figure out how I was able to get the newly agreed price and they would call me back once they figured it out...no call back. Then the on demand didn't work...when I called the rep said "I assume you are calling because we owe you a call??" I told him "no" I was calling because the product wasn't working... He resolved my issue and assured me I would be contacted by a supervisor...no supervisor called. Hats off to the service rep who did call and ask if a supervisor called me...he left a message. So a few days later I called and cancelled. The supervisor o got that time hardly put up a fight and was very rude... It is unfortunate that I have to write this...but if you are considering switching cable companies be advised that you may be just switching one set of problems for another. I am so angry...and I still owe Wow $75 for the couple weeks of poor quality and product they mislead me into purchasing.

Desired Settlement: I shouldn't have to pay for this nightmare. In addition, I am stuck with a $125 modem I don't have use for. Wow has wasted my time and cost me $200...plus I have to find another provider now.

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ We spoke to ** ***** today and credited the final balance from his account for all the service issues. He is satisfied with this resolution. Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) While I never told the rep I was "satisfied" I did "accept" the resolution so I guess that it was assumed. I was told I didn't have to pay the remaining balance owed ($77) which I guess is reasonable. Irritating I had to call BBB in order to get a fair resolution. Although, I am still out over $100 for the modem they made me buy to do business with them...my new provider won't let me use it.

8/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was being charged by Wow for 8 channels I was not receiving. I called for a tech to come out & now wow wants more money from me. On 7-8-15 a WOW tech came to my house to fix the cable, I was not receiving 8 channels that I was paying for. (I don't know how long this had been going on). On my 7-31-15 billing date I am being charged a "Service Protection Plan" of $5.00 (which I did not authorize) plus another "Service Protection Plan Partial Month Charges" of $3.67. (Again I did not authorize) My normal bill is $113.21/month. Now its $122.43, just because I want, what I am paying for? I called the customer service at WOW, she said pay $117.64 this month & next month pay $109.65. For 2 months that totals $227.18. My normal bill $113.21 x 2 months = $226.42

Desired Settlement: Take off the $9.22 from this months bill & whenever a service tech does come to my house I don't want to see any "Service Protection Plans" added onto my bill (that I have never authorized)

Business Response: Initial Business Response /* (1000, 5, 2015/08/05) */ After speaking with the customer, a $20 credit has been applied and the Service Protection Plan has been removed and prorated back. Customer accepted this resolution. Initial Consumer Rebuttal /* (2000, 7, 2015/08/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yesterday 8/5/15 **** from WOW called & said my bill for this month will be $100.00. He also gave me his number in case other problems occur. Thank You for your help in this matter!

8/5/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: WOW HAVE BEEN OVER CHARGING ME FOR CABLE EQUIPMENT I DONT HAVE, AND HAVE BEEN CHARGING ME 15.OO DOLLARS A MONTH FOR CABLE CHANNEL I SHOULD GET FOR FREE I HAVE CALL WOW MULTIPLE TIMES. ON OVER CHARGING ME ON A CABLE RECIEVER I DONT HAVE, I GIVEN THEM SERIAL NUMBER ON ONES I DO HAVE, AND ALSO CHARGING ME ON A CABLE CHANNEL I SHOULD GET FOR FREE, WOW STATED THEY WILL GET IN TOUCH WITH ME WITHIN 5-BUSINESS DAYS, ,AND I HAVE NOT RECIEVED ANY RESPONSE.I DID CALL THEM TODAY 7/30/2015. AND GIVEN ME CREDIT OF 50-DOLLERS ,WAY SHORT OF WHAT THEY OWN ME, , THIS HAS BEEN GOING ON OVER 15-MONTHS, , SUPERVISOR STATED TO ME THERE IS NOTHING ELSE SHE CAN DO, THAT IS WHY I AM FILLING A COMPLAINT, TO GET THIS MATTER RESOLVED, ITS BEEN GOING ON TO LONG, THANK YOU SO MUCH,

Desired Settlement: I AM REQUESTING WOW TO CREDIT ME THE TOTAL AMOUNT THEY OWE ME,

Business Response: 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: ** **** (mailto:*******@gmail.com) Sent: Tuesday, August 04, 2015 10:58 AM To: Better Business Bureau Subject: (SPAM) Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXXX) Importance: Low thank you so much, this issue, has been resolved, thank you bbb, for your help,

8/4/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: Constant and continual interruption of internet service, and poor quality TV reception. In the past two weeks, lost internet connection three times. Currently, I have been without internet service for almost 48 hours. This is unacceptable because rest assured...I will be billed FULL RATES when the time comes. I don't understand how a company of this magnitude can fail so badly. What's even worse is, when I call the company to complain, the recorded voice message basically says: We know there's a problem, we don't know when it will be fixed... Also, (and I quote): "If you live in ********* you do not need to stay on the line".

Desired Settlement: I want to be prorated on my next bill. I do not want to be charged for services I did not receive.

Business Response: Initial Business Response /* (1000, 5, 2015/07/21) */ We spoke to the customer and applied a credit for the problems they experienced for the internet outages. We also advised the customer that we are taking steps to limit any attacks on our network in the future.

7/31/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: I called to change my services and was advised that i was not able to I currently work from home and need an analog phone service for my job. I now have *** as my home phone service provider. I contact WOW on 7/2 and spoke with a rep who was very rude. I advised the rep that I only need cable and internet services. she stated that my bill would increase if i dropped the home phone. Thats crazy!! I asked to be placed on the 75.00 internet and cable plan along with my digital perfered channels. I was declined. As many service issues i have, i do not complain about them i continue to pay. I rarley call for anything. These bills are outragous. I asked to speak with someone in cancellation and was denied also. Worst customer service ever, worst company.

Desired Settlement: I want my plan changed the the current promo for 75.00 with my digital perfered channels. your company cannot provide me with the services that i need and i need my bill lowered

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Customer was contacted and service cost was lowered to an agreeable amount. Phone was removed at the same time. Customer was satisfied with the resolution. Initial Consumer Rebuttal /* (2000, 7, 2015/07/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was told that the option that was presented to me was the only option. Me changing to a plan that they are offering new customers was not an option. One my rental agreement is up, I'll be moving and will not have to deal with WOW again.

7/30/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Our Homeowners Association decided to switch from WOW to ****** ***** early this summer. Basic Cable is included in our HOA dues so it was necessary to return the WOW equipment and replace it with the ****** ***** equipment. Because of ill health, we did not make the long trip to our local WOW office but we were able to arrange for WOW to pick up all of their equipment on 5/07/15. Luckily, my husband had written down all of the WOW equipment along with all available serial numbers and had the WOW technican (******* ******* **** ****** sign the receipt. On 7/20/15, I received a bill from WOW for $267.50 for unreturned equipment with a due date of 7/26/15, advising that administrative fees would be applied if not paid before the 7/26/15 date. When I called customer service (XXX-XXX-XXXX), I was told by ****** (supervisor) that we had not returned the cable box. The cable box and its serial number was the first item on the receipt we had the WOW technician sign. ****** said I could fax the receipt to XXX-XXX-XXXX which I did. I also mailed a letter to WOW at the address on the invoice ***** ** ******* *** **** ****** **** I do not want my credit jeopardized by non-payment of the bill but WOW is pulling a fast one and I am at my wits end. PLEASE HELP!!!!Account_Number: Account #XXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Billing AdjustmentI need to hear from WOW who has been faxed proof via the signed receipt that their technician picked up all of our WOW equipment on 5/07/15. As mentioned above, my fax, the bill, and the all-important receipt has been sent to XXX-XXX-XXXX, I need to have the $267.50 reversed and an invoice sent showing I owe $0.00 before their "hurry up and pay" due date of 7/26/15. I wonder how many other customers WOW has tried to do this to.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Contacted customer and reached mutual resolution on billing. Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not understand WOW's response that they contacted me and "reached mutual resolution on billing." It makes it sound as though the spoke with me directly and there were outstanding issues that needed to be worked out. WOW never contacted me. I contacted the local customer service number (XXX-XXX-XXXX) on 7/22/15 and their representative advised that they received the fax and my account is now $0.00. If a zero balance on my account is the "mutual resolution" WOW references, that is all I wanted. I just hope no one else that was a WOW customer had a similar experience. I have a feeling without that signed receipt from the tech for ALL the equipment,WOW would still expect payment and that is a shame. I really liked WOW and I am disappointed that they did not at least apologize for their error. Final Consumer Response /* (2000, 8, 2015/07/30) */

7/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We are still waiting for a refund from an account that was closed in February due to us relocating. I contacted Wow on March 18th to update our forwarding address to ensure that we received the credit due to overpayment on our account that we closed in February due to us moving. They updated the address and stated that it would take 4-6 weeks for us to receive the refund check in the mail. It was never received, so I contact them again on May 5th. They told me that the refund was made on April 6th, and it would take 4-6 weeks from that date to receive it. We are now in July and have yet to receive this refund. I contacted them again on July 13th and was told they would look into it with their billing department who was not in at the time of my phone call. *** (the employee I spoke with) asked for my phone number and said that the billing department would contact me on July 14th. *** said that the refund could take up to 24 weeks. I asked for her supervisor at that point, and she stated she was a supervisor. I called them to follow up on July 14th because I am not willing to wait another 6 months to receive this refund check and asked to speak with a supervisor at this point. His name was **** and he told me that the billing department is part of corporate and they do not have direct phone numbers to contact them, so they have to send a request to look into the matter and it could take 2-4 days to hear back from them. We returned all equipment associated with our cable and internet, and want the refund at this point considering it has been 5 months since we have had their service. The case number I was given on July 13th is: XXXXXXXX. The account number is: XXXXXXX.

Desired Settlement: I would like a refund check overnighted to our forwarding address by the end of this week.

Business Response: Initial Business Response /* (1000, 5, 2015/07/21) */ We spoke to the customer and verified their mailing address. We also informed them that the refund check was mailed on 7/20. Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Our refund check was finally received.

7/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wow is stating I still owe 2 months of service from Fall 2013. At that time, no one in their office answered phones due to restructuring. In the fall of 2013, Wow underwent a major restructuring. I attempted to cancel my service for months. I never could get a person to come fix the box or service, so I just unplugged it myself and got ******** After several (4) months, someone from wow showed up to get the box. I had sent multiple emails to attempt to cancel my service every month. I am still showing a balance of $250 even though I had ******* at that time and no service was being provided from Wow. The lines were cut off. I have attempted to resolve this for over a year and all I get is that I owe it. Many of my neighbors who stayed with them received months of credits. I really liked wow. However, I worked from home and was a student , so internet was a requirement for me to finish classes.

Desired Settlement: I would like the balance cancelled. It is the least they could do. It is much easier to do that than to charge them for the time I had to pay a babysitter and drive to the ******* at the ********** to use their computers. In all fairness, after months of not even hearing anything except a confirmation of cancellation, its the least they could do. No one even called me back. Very poor customer service given to a customer of 13 years.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Spoke with customer. Agreed on a billing amount the customer thought was fair credited to that point and customer will pay the remainder. Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) They removed half of the bill which is more than fair, I will be returning to them as a customer. I never wanted the entire amount refunded, just the part I didn't owe as I had changed cable providers.

7/28/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I called to complain my bill is always higher than it should be and nobody can tell me why. I was quoted at $86/mth for cable and internet. Apparently it went up to $135/month without my knowledge. THEN I make a payment they say is returned due to an invalid account number and I have to pay fees for that? They cant verify the WHOLE number so I didnt know it was OFF. So I try to terminate service all together and have to PAY more for them to pick up there equipment. I have called over 3x in the last 3 days and keep getting put on hold for more than 15 mins at a time- asked for a manager to call me - never happened.

Desired Settlement: I would like ALL fees REMOVED from my final balance aside from late fees which I feel responsible for and the monthly rate to be pro- rated to what I was quoted at $86/ month. I have been a customer for many years and this was the final straw.

Business Response: Initial Business Response /* (1000, 10, 2015/07/26) */ Called and spoke with customer. Agreed to mutual resolution on final bill. Initial Consumer Rebuttal /* (2000, 12, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Horrible Service I would like to stop receiving the paper bill. Called**** on 19 July at appro 0830 CST and spoke with ****** from customer service. For whatever reason she said she couldn't stop the bill. I don't want to give**** my first born, create a password ***** never use, etc. I just would like the paper bill to stop. One would think this should be very easy. As I write this I am getting more and more frustrated b/c this should not be this difficult. Now it's not even about the bill (which I just throw in the trash). It's about the total lack of customer service. **** can either stop my paper bill or cancel my service. It's about that simple. It seems pretty ridiculous that I have to go to this extreme to stop receiving a paper bill but when your customer service doesn't care then I guess there's no other choice.

Desired Settlement: Stop my paper bill.

Business Response: Initial Business Response /* (1000, 5, 2015/07/24) */ Customer was contacted and paper billing was stopped and electronic billing was started. Customer was given information on how to access the electronic billing if he so choose to. Initial Consumer Rebuttal /* (2000, 7, 2015/07/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/27/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Account XXXXXXXXX. Cancelled service and instructed to return modem; not told to complete additional paperwork. Dropped modem at ********** drop box on 5/11. Received bill for $250. Contacted **** 5/20 who submitted request to equipment return team. Talked to **** 6/9 after receiving additional bill. Talked to ****** 6/17 who also submitted equipment request. I do not feel I should pay $250 as I followed the instructions for the return.

Desired Settlement: Do not bill me or submit this to collections as it is an error on WOW's part. If you listen to the cancellation call which would've taken place the week of 5/4-5/8, I was not given instructions to file any additional paperwork.

Business Response: Initial Business Response /* (1000, 14, 2015/07/13) */ I spoke with the customer and as a courtesy have waived the cost of the equipment. The amount requested will be credited to the account and a refund for the difference will follow. Customer was happy with the resolution.

7/20/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: failure to provide service Constant outages of service has me ready to switch to ANY other provider. They are not providing the services im paying for. When i call i get a message saying the internet it out in your area, we have no estimate on when its going to be fixed, if thats what your calling about there is no need to stay on the line.

Desired Settlement: Either fix my service or refund the money i have paid you for it

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Spoke with the customer explained the cause of the internet issue. Customer had already been given a credit for her time without service for well over the cost of the service per day. She was happy with resolution. Initial Consumer Rebuttal /* (2000, 7, 2015/07/20) */ From: ******* ******* (mailto:************@gmail.com) Sent: Friday, July 17, XXXX XX:XX AM To: Better Business Bureau Subject: (SPAM) Re: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-X-XXX) Importance: Low Reply about a complaint. I recently submitted a claim about wow cable. And wanted to say that after a few days. My issue was resolved. Wow handled everything very well.

7/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have had an account with your business for roughly a year n one half .I have had numerous issues with being promise on thing and delivered another I have had an account with your business for roughly a year n one half .I have had numerous issues with being promise one thing and delivered another.However the costumer service , gratitude of the customer,over all respect of the customer with My account is being compromised every time I call. I sit on holds it to speak with someone every time I call in .I'm currently being harassed for bills I don't owe your company .I call to resolve issues and I'm over talked by your employees and so called managers as-well as talked down to . This is abusive business practices displayed by your company.No person is owed this treatment ,I'M destructed your costumers don't mean more. I WILL NOT CONTINUE TO BE HARASSED BY YOUR COMPANY FOR A BILL I DON'T OWE. This is illegal and I want my credit of 76.00 in full to resolve this matther

Desired Settlement: Harassment is illegal and I want my credit of 76.00 in full , to resolve this matter !

Business Response: Final Consumer Response /* (2000, 9, 2015/07/20) */ The company apologized and has issued a credit to reconcile my trouble and aggravation

7/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: see attached

Desired Settlement: see attached

Business Response: Initial Business Response /* (1000, 16, 2015/07/01) */ Spoke with customer on the phone. Was attempting to explain there was a credit due back to her but not in the amount on the complaint. Call was lost due to unknown cause. Have been unable to reach customer since. Refund check is being sent this week. Hopefully this resolve's the issue

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wow! cable insists that at the closure of the account, they did not received their equipment back. We sent back the equipment and have delivery info. Wow! cable has managed to lose track of the cable box we sent back to them after the closure of the account. We sent it priority mail and thus had a tracking number and evidence of delivery. On our first contact with the company, we were told that everything was in order, the balance was $0, and the account was closed. Several weeks later, we received a bill for the equipment. After several different phone conversations and blips in their records, they decided that they were unable to locate the equipment in their warehouse and are now charging us for it.

Desired Settlement: We desire the Wow! cable perhaps acknowledge that they are in error, as we did send back the equipment. We desire that they decide either we don't have to pay the cost of the equipment, or that they refund this cost, if this matter is not resolved by the time we have to send payment.

Business Response: Initial Business Response /* (1000, 5, 2015/06/11) */ The HD Receiver with serial # ***************** was not found with the equipment that was shipped to the local office at XXXX XXth st. ******** # XXXXXXXXXXXXXXXXXXXXXX. Unfortunately this equipment charge is valid. If you are able to locate this equipment and return it the charges will be removed. If you have any further questions please contact customer care at 877-566-5649. Initial Consumer Rebuttal /* (3000, 7, 2015/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) We have a **** ******** ****** for the package that was shipped to the WOW office. We were originally told that the account was closed and everything was fine. Then, we received a bill several weeks later. I am not sure what more could have been done in order to prove that the equipment was turned back in. Does WOW believe that we shipped them an empty box? Final Business Response /* (4000, 9, 2015/06/26) */ Customer was contacted and from that phone conversation I found out: The customer has paid the equipment charge from there account. They no longer wish to pursue the complaint. A contact number was left with customer if there are any further issues or concerns going forward.

7/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered internet service, NEVER received router or, ended up having to order service with ****** ****** Called **** on this matter a total of 9 x Acct number on bill with no product or service XXX XXX XXXX XXX XXXX I have called 9x every time I called the issue has been corrected, I than get another bill for equipment shipped to an address, with NO apartment number, and given the size of the development, product was never received. Ended up ordering service with ****** ***** this was on February 2015 its June 2015 I can't get **** to rectify this, now treatning collections. I've not ever been provided with service or equipment.

Desired Settlement: Correct the information as the order placed was never completed due to failure to ship equipment. Credit the account and quit sending invoices.

Business Response: Initial Business Response /* (1000, 5, 2015/06/25) */ I do apologize that you have had this issue. However we are unable to assist you as the location that you have given is not serviceable by our company. It does appear by the message you may need to speak with ***** Its sounds like you may have selected the wrong company for this complaint. I hope they will be able to resolve your issue.

7/13/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My wifi internet service was going in and out; causing my data usage to go over the allotted amount for the month.Which incurred additional charges. My wifi internet service was going in and out; causing my data usage to go over the allotted amount for the month.Which incurred additional charges. I tried to contact Wow regarding this situation and the phone number for Wow was not working and gave me an error message.I called several times trying to contact Wow regarding my Wifi situation and could not reach them until Saturday. By this time my data usage was above and beyond my normal data usage for the month due to my Wow wifi not working.I called customer service and asked to speak to a supervisor; they were only willing to comp me $3.00 and change.

Desired Settlement: I think it would only be fair for Wow to comp me a month internet charges since the Wifi failed to work properly causing me to incur additional charges with my cell phone provider.

Business Response: Initial Business Response /* (1000, 5, 2015/06/26) */ Was able to contact customer over the phone. She agreed to the credit we offerd and the asstiance with there serivce issue.

7/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I pay an average of $120 to $130 a month for subpar, inconsistent service. I pay an average of $120 to $130 a month for subpar, inconsistent service. Once again, the phone and Internet services are out. Im npt sure abiutnthe cable because I dont watch TV that much. A service technician was here just the other day. I believe he ran a new line but Im not completely sure because he didnt communicate with me the repair he was performing nor did he check with me prior to leaving (too busy talking loudly outside to another Wow technician). Its unacceptable to keep paying for service that wont stay on for a full 24 hours. If you cant fix the service to where its fully operational and consistent, please disconnect it.

Desired Settlement: Resolution listed in complaint.

Business Response: Initial Business Response /* (1000, 5, 2015/05/28) */ The only account i can find with the information you have provided is a closed account with a remaining balance from 2012. If you have any further question please contact customer care at 877-566-5649. Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. There isnt any account with my name from 2012 with a "remaining balance." 2. The account in question is under ****** ****** and the address is **** ****** ******* 3. I will not be contacting your customer care at any toll free number because they are of no help. Final Business Response /* (4000, 17, 2015/07/01) */ Customer was contacted by phone. Issue was resolved by a technician in the area. Customer said she was happy things where fixed and she has a contact number from us for any further issues. Final Consumer Response /* (2000, 19, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) I had ****** ** (a technician) come out to replace the tap, which he stated may have caused the issues. Although I am still keeping an eye on the service issues, none have surfaced since the last technician has been out. I have also spoke with **** ** (supervisor) and have his contact information should any further service issues arise.

6/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On Wednesday may 13 th, I called wow cable to inquire about prices ,terms and conditions for new service. I was told I would pay 110.00 for a bundle package including 3 dvr boxes, phone, and preferred cable. I asked the service representative at least 3 times are there any hidden fees or surcharges?The sales rep. told me no only 50.00 installation and about 12.00 in taxes. I received my bill and there were so many hidden fees and charges on there, and added things on there I didn't even ask for or discuss. I called and spoke to ******** who is a supervisor and she said ,she can take 10.00 off for the next 12 months. I filed a complaint with her and she said all calls are monitored and her boss would listen to my initial call and hear what I asked and what he said.I don't feel I should pay 215.00 due to the lack of proper communication and denying hidden fees and charges ,when I asked. wow cable is a rip off.I wasn't even given a account number

Desired Settlement: I believe that I shouldn't have to pay this bill

Business Response: Initial Business Response /* (1000, 10, 2015/06/11) */ I apologize that you were not informed for the additional fees when you questioned the sales agent. This call is being reviewed and will be addressed with the agent. I have issued a $80 credit to your account due to the situation, this will show on your next bill statement. Unfortunately these fees cannot be waived. If you are still unsatisfied i want to make sure you aware that we do offer a 60 day Money-Back Guarantee - http://www.wowway.com/terms-and-conditions/south/rate-guarantee-and-money-back-guarantee. If you have any further question please contact customer care at 877-566-5649.

6/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Door salesperson contracted services with money back guarantee within 60 days if not satisfied. Product sold was lies and I voided within 1 day. Wow cable salesperson came to my door offering to beat my current provider ******** After detailed cross information of product promised with current detailed bill from ******** wow salesperson promised better internet, better cable and keep current phone number with a 60-day money back guarantee. After 1 day, my internet was lowest signal and my phone did not work as changed my number. I immediately phoned wow to cancel their services and personally took their equipment to the ******* ******* location. I also spoke with WOW and was advised that salespersons in the field can offer whatever to get signed contracts but they are not supported or upheld. I was lied to straight to my face. When received bill of $39.48, I phoned again and was advised no money back guarantee either and I owe the bill. I disputed with them to no avail. I was forwarded to a collection agency ******* *********** **** ************* ****** *********** ** XXXXX-XXXX). I spoke with ****** ***** 3/24/15 9:39am on recorded line to dispute. This company prides themselves on customer service etc. This company previously in 2011 broke my television connections and forced me into a DVR payment monthly. I tried to give them another chance to make right and was burned again.

Desired Settlement: This company needs to do the right thing and write off the balance being billed and void collection as immoral. Zero balance and should not be allowed to practice in this dishonest fashion.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ The Money-Back Guarantee was denied because the account did not meet the requirements for the agreement of the Money-Back Guarantee. Please review below. If you have any further question please contact customer care at 866-496-9669. 60-day Money-Back Guarantee Money-back guarantee available to first-time subscribers for refund of first and second regular monthly payments made by customer for WOW! services (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, long distance and other usage based charges). To be eligible for a money-back guarantee refund, customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within 60 days of service activation. Refund will not apply if service is reestablished by customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change. Initial Consumer Rebuttal /* (3000, 7, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) The door-to-door person that this company sent out to talk to the people, promised me the money-back guarantee as he knew my reservations about going back to a company that broke my television last time I had their services (locked me in a DVR as they broke my cable connector off the TV). WOW told me they do not support what is being told out in the field when I phoned customer service to dispute this bill. I do not owe any money to WOW. I never disconnected my services with ******** My phone, internet and cable were still being provided by ******** WOW needs to provide a detailed description of exactly what they feel $39.48 consists of in services they provided to me. I took WOW's equipment out of my home, and drove it to the ******* ******* location immediately upon learning my phone didn't work, my internet and cable wasn't working correctly. WOW provided nothing to me other than a headache of inconvenience of poor customer service and lies. I telephoned the **** ** ********** ****** and **** ***** I was informed that WOW has a history in this town since coming to Birmingham for poor customer service and lying to people and tricking them into signing with them and locking them in. This company should not be allowed to deceive the public and elderly. In WOW's best interest, this bill needs to be written off as I plan on fighting against this until justice is served. I have other people that have the same complaints against WOW, and they have all removed their services with them. There has been complaints filed with the **** to attempt to not allow WOW in the town deceiving our elderly and trusting people. This is an example of their poor customer service. Their response is classic quoting policies. How can policies be quoted or used as a defense when I was told to my face, in person, that services were going to be cheaper, better and guaranteed or my money back PERIOD. Zero language of when, how etc. the guarantee was based upon. I expect WOW to not be honest as there is no history with them to do otherwise. I stand firm on this complaint. People should be able to trust a company that prides themselves in advertising great customer service. WOW is not that company.

6/18/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not honor guarantee and still waiting on full refund since beginning of February 2015. Was told several times that taxes are NOT refunded. Connected to Wow cable, given a 2 month money back guarantee. February 4, 2015.Cancelled February 10th 2015 and returned equipment. Only received partial refund. Was told tax will NOT be refunded and to keep waiting for the rest of the refund. I called several times and have been told it will be coming soon. Still waiting. Each time I call I am told I will NOT get back what is owed or taxes are being withheld. I told them I have been waiting since February. I am told each time I call it sets back the issuing of the check. Now it is going to take additional 4-6 weeks from today to get my full refund. I was told in April 2015 that I would have seen my check the end of April early May. It is the end of May going into June and now that I placed another call today, it will take an additional 4-6 weeks for a FULL refund minus the taxes. I was told I am only to receive $81.66. I am entitled to $88.63.

Desired Settlement: I was told I was being billed for a month ahead of time and they took my phone payment straight out of my checking account. I want my FULL refund just as quickly as they took my payment. Since when has a company NOT refunded taxes paid for services? Customers are entitled to a full refund and a quick refund. Why when a customer calls to check on their refund, it sets that refund back additional weeks? Bad practices and refund blocking should not be tolerated. Do NOT advertise money back guarantee's if you cannot give the refund in a timely manner. Should NOT be able to advertise a money back guarantee.

Business Response: Initial Business Response /* (1000, 5, 2015/06/02) */ A refund check was mailed out on June 1st, 1st, 2015 for $81.60. Taxes are not covered under the Money-Back Guarantee. You should received this check within 7-10 business days. If you have any further question please contact customer care at 866-496-9669. 60-day Money-Back Guarantee Money-back guarantee available to first-time subscribers for refund of first and second regular monthly payments made by customer for WOW! services (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, long distance and other usage based charges). To be eligible for a money-back guarantee refund, customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within 60 days of service activation. Refund will not apply if service is reestablished by customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change.

6/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charges for services and products I no longer carried. I had been a customer of ******* for over 20 years. Last year when WOW (Wide Open West) bought them out everything went downhill. I never pictures freezing with ******** Every other week I was calling for either cable, phone, or Internet not working. I decided to change companies. I requested to have cable disconnected in July. I returned equipment to the business. I disconnected phone and Internet in September. I returned that equipment. I later found out in May 2015, WOW had sent a $463 outstanding bill to a collection agency.I didn't receive an invoice for any outstanding bills. I contacted WOW on May 9, 2015. I spoke with 4 different people in the call center. I was put on hold and phone disconnected 3 times. I spoke with a *** ***** who stated he didn't understand why these charges were showing up. He referred me to a manager, *** ****** I never got to speak with him because when I called him back after missing a call from him, I was always told he was busy or on break. I then spoke with a *** ******* She went through every bill from July 2014 through December 2014. She found numerous charges of reconnect fees $25 and installation fees $50 that should not have been charged due to me no longer having their services. She also informed me that if there is an outstanding bill showing in their system they charge $10 extra every month. She also stated my account had not been closed properly in September. The account was not closed until the end is December 2014. She took notes of all charges that were nor right and sent to their corporate AR department. She said they should call me back when they investigated it and she would keep it open in her bin also so I could contact her if I needed too. . On Wednesday, May 13th. I called the 800 number again because I had not heard from them. I spoke with a *** ****** at 230p. She said she could not reach ****** and she could help me. Agreed being on hold for awhile she said she had to go over notes and bills and would call back. She called back and said corporate stated all was right. I made her go through each month and there were months they charged me for reconnecting and I didn't have service. Equipment was said to have been turned in 2-3 weeks after I had turned them in to the office. She said the only problem she ran back across was a $50 installation fee in August for cable. This company is a rip off. I need then to remove this collection off my credit report asap.

Desired Settlement: I need WOW to credit the $463 to my account, send it to the collection company to have removed from my credit report.

Business Response: Initial Business Response /* (1000, 10, 2015/05/28) */ The balance remaining on this account are valid for services rendered + fees. If you have any further questions in regards to these charges please contact customer care at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 12, 2015/05/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this response because the **** is not accurate. I was charged numerous reconnect fees and installation fees that should not have been charged. I disconnected services in September and was charged through December. One of the agents said she would credit account $50 for an installation fee that should have not been charged. WOW is a ripoff. I had ******* for 22 years and never had a problem. I would like this collection to be removed from my credit report asap. I am very disgusted with this company. No one should have to go through the hassle of trying to get something ff their credit report. If I owed I would have paid it. There were no books sent out. If I would have seen this in advance I would have contacted company and it would have never gotten to a collection agency. Final Business Response /* (4000, 14, 2015/06/02) */ As i stated before these charges are valid for services rendered as well as the fees including late charges, reactivation fee's and returned check fee's. If you have any further question please feel free to contact customer care at 877-566-5649.

6/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: In February I noticed my charges growing from $90 nominal monthly to $150. I paid last bill and called to customer service. It was for "additional service". Before I paid I noticed a problem with Inter-net. Technically service was cheap-no even digital clock on the screen, numbers of channels are with dashes, which is inconvenient to use. A lot of cheap advertising. A black screen between previous and next channel? It is annoying... After paying last bill I switched to other provider and called about the cable being disconnected, they said NO, it is connected, etc and sent me bill again. That service i will never recommend even to my enemy. Picture on TV is ugly, colors are poor, size of the screen is not stable and quality of the picture sometimes like fogged,especially on channels I watched. Telephone did not have a voice mail, which is from last century. Internet was slow, which I know only now, after switching to other Company. It was a nightmare... Showing my old tel. number on bills I started to receive-this is rediculous. Thanks. YA

Desired Settlement: DesiredSettlementID: Other (requires explanation) Partial settlement, below normal monthly charges. YA

Business Response: Initial Business Response /* (1000, 10, 2015/04/30) */ The bill increase in January due to a rate increase and in February the account became pass due and had a $10 late charge as well has had service interrupted for non payment which added a reactivation fee of $22. The current balance on the account is valid for services rendered when the account was still activate. We would be willing to work on seeing about getting discounts added to the account if you would like to get services restarted once the full balance has been paid as well and getting any services problems resolved. We have no record of any calls made about service related issues. if you have any further questions please contact customer care at 866-496-9669. Initial Consumer Rebuttal /* (3000, 12, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) n/a Final Business Response /* (4000, 17, 2015/06/01) */ As stated before the The bill increase in January due to a rate increase and in February the account became pass due and had a $10 late charge as well has had service interrupted for non payment which added a reactivation fee of $22. The current balance on the account is valid for services rendered when the account was still activate. We would be willing to work on seeing about getting discounts added to the account if you would like to get services restarted once the full balance has been paid as well and getting any services problems resolved. We have no record of any calls made about service related issues. if you have any further questions please contact customer care at 866-496-9669.

6/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: ******* ** has been breaking up. Outside line never fixed as promised by tech on 6/9/2015. Called WOW customer service on 6/8/2015 because ******* ** was breaking up.Set up an appoint. with a tech. on 6/9/2015. Tech. checked everything in the house, replaced cable from house to street. Checked ******* ** and it was still breaking up. He ran a wire from the pole on the street to the house to see if the problem was coming from the outside, it was. The channel was still breaking up. He contacted his supervisor to have someone come out to check the main street line and told me that I didn't have to be home when they came. I called customer service AGAIN today, Monday June 15,2015 because ******* ** is still breaking up. I was told they could send out another tech. I tried to tell her I didn't need a tech, I needed the person who checks the main line running down our street. She kept insisting that it was a tech who would fix the main line. I asked her to please read the comments regarding my case to find out if anyone came to check the main line. She said there were no notes. I was angry...really angry and I kept asking to speak to a supervisor. She finally put me on hold and after waiting on line I finally got someone who said he was the supervisor. He didn't seem to understand the problem so I finally gave up and hung up.

Desired Settlement: Fix the problem with ******* ** and issue a refund.

Business Response: Final Consumer Response /* (2000, 6, 2015/06/18) */ Please be advised that my problem with ******* ** was finally resolved today, Wednesday 17, 2015 by WOW! Internet-Cable-Phone. I would like to cancel my complaint to this company. Thanking you in advance, **** *****

6/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: did not provide me with my service Spoke with ****** collection manager who said that my bill was $230.27 but he credit my bill $30 which left the bill at $200.27,but he told me i had to pay $170.27 to get the service restore which I did,on 05/09/2015 at 1:15am I call to let them know I did not have all my channels back from their they ask me to pay $4.00 which I did service still did not come back on I was on the phone with this company until 5am I want my money back!!! still not service

Desired Settlement: total of $174.27

Business Response: Initial Business Response /* (1000, 8, 2015/06/02) */ The remaining balance on the account are for services rendered before service was disconnected. If you have any further questions please contact customer care at 866-496-9669. Initial Consumer Rebuttal /* (3000, 10, 2015/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I Stay on the phone with this company for 6hours, just to get the run around they had me to pay an amount then turn the service off the next then when i speak with the manager they say they never receive money. which i verified with my bank institute that they release the funds. Final Business Response /* (4000, 12, 2015/06/11) */ Again, The remaining balance on the account are for services rendered before service was disconnected. The account has been proper adjusted from the time services have been disconnected. If you have any further questions please contact customer care at 866-496-9669.

6/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Specious charges Monthly charge for a cable modem. However, I own my own modem. Also, I have asked them repetitively to downgrade my internet speed (because I can't afford WOW's total bill). So far, they haven't changed my service or their billing.

Desired Settlement: Refund money for charging me for modem. Change service like I have requested and have my bill reflect those charges (plus refunding me for the two months of services since I requested the change.

Business Response: Initial Business Response /* (1000, 5, 2015/04/23) */ This modem rental charge was correct on your account on 04/17/15 with a credit issued for the charge. if you have any further questions please give customer care a call at 877-566-5649. Initial Consumer Rebuttal /* (3000, 7, 2015/04/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The modem charge was NOT correct. I have always owned my own modem. Moreover, for two months they charged me for a higher speed internet even though I contacted customer service on two occasions requesting lower speeds. Final Business Response /* (4000, 9, 2015/04/30) */ This has already been corrected and adjustments have been bad to the account for this situation. If you have any further question please give customer care a call at 877-566-5649. Final Consumer Response /* (4200, 11, 2015/05/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) WOW still hasn't told me why they charged me rent for my own modem.

6/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Paid by check at office. Wow said check returned,but it cleared my bank and I took a copy to them that day now they want proof it can out of account I paid my **** at local office April 20. On April 23 the office call to say check was return. ChRhe check cleared my bank on April 22. I took a copy of the canceled check to the office April23. They then said I needed proof it had come out of my account. The bank said a canceled check was all I needed.I refused to give them that info because I felt it was intrusive. The did start a case file but no one followed up. I then got a notice my **** was past due. Again I called again t, wow stated it was their mistake and would look into it. I then got a **** with this months charges plus last months overdue amount., with a cut off date of *** 21. I have mailed in a check for the amount due for this month and case number on the issue of last month. I also called customer service again and ask to speak to accounts. They would not give me that information . The did connect me with the corporate complaint line which was closed that day. I recalled the following day and ask for the complaint line. Again I got an answering machine, I left all my information but never got a call back. I tried writing the corporate office but got the wrong address. The mistake was made at the local office as they put it in as paid by phone. If I paid by phone there would not be a written cancelled check.

Desired Settlement: I want the confirmation the **** was payed, and frankly an apology for this not being handled by them sooner. I have never missed a payment so why would I go thru all the hassle I have if the check had been returned. They should have to show me proof it was returned as I have proof it was paid .

Business Response: Initial Business Response /* ****** *** *********** */ Unfortunately a cancelled check with a stamp is not proof that a check cleared the bank account. We need a bank statement showing proof that the payment cleared the account. please fax in the required documentation to research the payment. If you have any further questions please contact customer care at XXX-XXX-XXXX. Initial Consumer Rebuttal /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) We sent proof of the check coming out of our account on *** 19 . It was faxed to XXX XXX XXXX. Our account still shows us owing $170.95. Final Business Response /* ****** *** *********** */ We have have not received this documentation as i showed that you where informed of yesterday January 1st. Please fax in the required documentation again so we can get this situation addressed for you. If you have any further questions contact customer care at XXX-XXX-XXXX. Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) We have sent all the documentation in letter form to all four executive officers of the company which should have arrived last week. I see no need to have to fax you information multiple times when it is costing me every time I do it. you would not except me to make such a request.We faxed the info thru Stables and have a record it went thru on 5 19 at 12;16 pm, from fax number XXX XXX XXXX,Ser.*******XXXXXX. we sent to fax number XXX XXXXXXX per transmission verification report

6/8/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Called to cancel service in February due to performance issues after using service for over a year. Sales person convinced me to upgrade to higher service. Higher service did not improve performance. Canceled service. Received a early termination fee based on upgrade in February. Product_Or_Service: internet service

Desired Settlement: DesiredSettlementID: Other (requires explanation) Cancel early termination fee.

Business Response: Initial Business Response /* (1000, 5, 2015/05/20) */ The early termination fee is a valid charge for canceling service within the contract period. We had a technician dispatched to the service address of the business on April 22nd and found no issue related to the service on our end. The technician did see the your router's firmware was out of date. If you have any further questions please contact customer care at 888-969-4249 Initial Consumer Rebuttal /* (3000, 7, 2015/05/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I gave vendor 3 chances to resolve the performance problem. 1. Upgraded the service to higher speed in February of 2015. 2. Called service tech for over the phone resolution. 3. Called tech to physically visit office location. All 3 attempts failed to resolve the intermittent performance issues so I canceled the service. The only reason I extended the service and renewed my original service agreement was because the sales person assured me that an upgrade would solve the performance issue. As stated, all three attempts to resolve the issue failed. Final Business Response /* (4000, 13, 2015/06/02) */ The only technician out at the location for this related problem was on April 22nd, 2015 and the technician found no trouble at this time other than the firmware being out of date on the router which is not WOW equipment. The early termination fee is still valid. if you have any further questions please feel free to contact customer care. Final Consumer Response /* (4200, 15, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I tried using the service without the router and still experienced intermittent performance issues. I gave WOW amble opportunities to correct the issue. 1. Over the phone. 2. Upgrade service in February of 2105. 3. Onsite technical visit. WOW could not resolve the issue. I could not continue to put my business at risk so I canceled the service. This service issue was not my problem. The service flat out did not work.

6/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: This complaint is regarding my Father's account, and he has been treated unfairly regarding the billing on his account. I am writing regarding my father's account - account number XXXXXXXXX. We have given WOW a fair chance to handle this as he spoke to them in detail, and I later called and spoke to them in detail, and they refuse to acknowledge the issue. My father had his account placed on a 6 month hold (the max WOW will allow). Service was supposed to be resumed April 7. He did not return home until May 8, so he could not verify that the service was reactivated on April 7. When he returned home May 8, the phones were dead and the TV was not working. He called and had them activated. He later received a bill for the period of April 7 - May 2. He called and explained that he had no service during that period as everything was dead when he returned home May 8. They insisted that service was reactivated on April 7 and he had to pay. He did not have any service. I called and went through the whole issue again with the manager on May 27. The manager said that his system shows that service was activated on April 7 so the bill is valid. I told him that the phone was dead and the TV was dead, so he did not have service. He said that if it is not used in a while it will go out and needs to be "reset", so that must be what happened between April 7 and May 8. I told him that telephones do not need to be "reset" if you don't use them for a month. He said there is nothing he can do. We are telling them until we are blue in the face that we did not have service and they keep telling us that we did and we need to pay for it. They were not there to see that the phones and television were not working, and they are basically telling us that we are lying. My father paid the bill in order to protect his credit, but he is owed a credit from WOW for services between April 7 and May 2 that were billed, but not rendered. Please resolve this situation by issuing a credit for this period, and please do not continue to tell him that he had service when he clearly did NOT.

Desired Settlement: All we are asking for at this point is a credit in the amount of $137.54 for services that were not provided.

Business Response: Initial Business Response /* (1000, 5, 2015/06/02) */ Service was restored from season on April 7th, 2015 the max seasonal hold can me place on for which is the 6 months. Charges going forward from this date are valid. When your father called in service was restored by sending signal to the equipment. We have no proof service was out this full time. As a courtesy i will meet you half way on the amount of $137.54 and issue a credit of $68.77. Please be advised this is a 1 time credit for this type of situation. If you have any further questions please contact customer care at 866-496-9669. Initial Consumer Rebuttal /* (3000, 7, 2015/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Although I appreciate the effort, this response is not satisfactory. You state that you "have no proof" that service was out at this time. Our word is the proof, as nothing was working when he returned home. We have contacted WOW 3 times now, and each time received a different response. First response - the service was working. Second response - sometimes if you don't use the service it quits working. Third response - when he called service was restored by sending a signal to the equipment. He is a good customer and honors his side of the agreement. He was perfectly willing to pay for service in April whether he was there or not, but clearly the service was not working and required his time in contacting the WOW again to have his service restored in May. If this is a 1 time credit, please credit the full amount that he is due. I appreciate you making this offer as a courtesy, but to me it is actually a valid refund for services not rendered. Thank you.

6/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I got a call from **** today, which made me finally turn to BBB. He's rude, lacked Customer Service skills & in a round about way, he called me a liar ***** - Wow Installation Complaint Boss (XXX) XXX-XXXX. He called called me about my missing nails on my desktop computer tower on 1/23/15. He was nice. He said that he'll be replacing the screws immediately. This never happened!!! I continued to call and leave voicemail messages every now and then to no avail. It was only after I had called Wow today (5/13/15) and complained AGAIN, that I got a call from the Installation people (I think this is where **** is from): ***** called me on 5/13/15 around 11:40am. He was so rude!!! -He said that **** did NOT take screws off my desktop tower. -He said that ***** indeed came to home to discuss things with me. -He said that the screws will NOT be replaced. I told him that all of this is a lie!!! I only wished that I had my recording, because he is so rude!!! But, he caught me off guard; I usually record all of important calls. He said, that I was rude. In fact, he was going to hang up on me because I was so rude. I told him that was ONLY AFTER THE FACT!!! But, this unprofessionalism from them (installation dept) doesn't surprise me. This has been going on for a while. I said, thank you and hung up.

Desired Settlement: I just want 4 small screws put back onto my desktop tower. I now would like for Corporate to listen to the recording (if indeed their end is always recorded) of how Adam was talking to me; from beginning to end. This is poor Customer Service!!! He needs to be reprimanded for this. I'm Bipolar. He was calling me a liar, he was downright rude!!! I would fire him. I don't need any monetary for LONG overdue, wrongful thing done to me. Again, I just want want some screws on the tower. I'm here because of ******* Wow, he need not to be dealing with people.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ The issue with the missing screws from the desktop PC have been investigated on our end. We do not allow our technician to work on any equipment other than our own equipment and have no proof this was completed. These screws will not be replaced. if you have any further questions please contact customer care. Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) You do not know what your Technicians are doing at all!!! It's sad that you truly believe that your Technician would not touch something he was not supposed to. Well, **** did a few things he wasn't supposed to that day; 12/9/14. I know he worked on computer tower, trying to see why it wasn't working and he just forgot to put the screws back on. That tower works every now and then and I told him not to just connect his modem/wires, etc. Do not worry about it not working!!! I wish I that recorded like I have him on recording for everything else. Just as I wish I definitely recorded the conversation **** being rude. Final Business Response /* (4000, 10, 2015/06/02) */ if you need assistance with anything else please feel free to contact customer care at 866-496-9669.

6/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Was supposed to be charge $69.42 but was charged that three times. Contacted customer service for a solution but wasn't refunded. 5/15/15 I called in to make a payment on my internet account through Wow. The agent said it wouldn't go through however, I checked my account later and noticed three charges of the same amount on my account. I called back and the customer service representative through some twisted logic decided my claim just deserved an "investigation" rather than a full settlement of my account and my money. Wow's billing system is a joke and their policies are even worst if they think I will continue to give them my money after the fact.

Desired Settlement: Full refund, dropped late charges after keeping monthly payments consistent despite being late and reduced contract costs after this matter.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ the last payment made on your account was on April 21st for $69.62 by ***** We verified none of the payments went though that you tried to make on May 15th, You will need to contact you bank if you are showing these are pending and why they have failed. The account currently has a past due balance of $69.42 and current charges of $69.52. I have issued you a 1 time courtesy late charge credit of $10 that will show on you next bill statement. If you have any further questions please contact customer care at XXX-XXX-XXXX.

6/2/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: During a recent storm in our area, Wows lines were struck by lightening causing melted lines that were eventually replaced entirely. During this event a ppower surge came thru the cable lines into my home which caused all my cable boxes to be damaged, my TV to be fried and my *** the otherboard was fried. When they first came out WOW stated my house was not grounded. An electrician confirmed that this was not thru the electrical outlets, it came from the WOW cable lines. There was no damage to the outlets, power strip nor the radio or lamp plugges into the same place as TV and Cable and **** I have contacted corporate thru email, I spoke with **** ******* who said it would be paid for after confirming the information about wires and others in area. After speaking to him the next day he stated it was out of his hands and they are not paying. I have been given numbers of several people who do not return my calls and all state it was a grounding issue and they are not paying. I decided to turn to BBB to help resolve this issue. The repair shops can not fix my iteems they need replaced.

Desired Settlement: A replacement TV and *** is acceptable at this time. I have explained this to them.

Business Response: Initial Business Response /* (1000, 10, 2015/05/21) */ We advised you if you had the equipment taken to a repairman and the damage was caused by the cable service, we would cover the cost of the repairs. The repairman stated that the damage was from a power surge, and said that it did not come from the cable feed. We verified our line was properly grounded. I recommend you contact you insurance company and make a claim with them for the damaged electronics. This was not caused by WOW! and we will not take any responsibility for the equipment.

6/2/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: When attempting to connect service after moving I was informed that I had not returned a cable box. The technician agreed that they would connect my service on the condition that I either return the cable box or pay the bill. On the date of install the box was given to technician that did the install. Weeks later I received a bill for the cost of the cable box. When I called to ask about the bill they told me it was an error and the box had been received. I've since received multiple bills and collections notices in regards to the cable box. I've called WOW and each time they tell me they will have to call the warehouse and check and someone will return my call within 24 to 48 hours. No one has ever returned the call. This has caused a derogatory mark on my credit. WOW had already confirmed once that they received the box but refuse to document it and no longer will confirm it had been received. My service at my home (that I currently still have) was not able to be hooked up without returning the box so clearly they have received it. Product_Or_Service: Wow Account_Number: XXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like documentation that my cable box has been received and that the bill is no longer owed for the cost of the box as well as a request for the derogatory remark to be removed from my credit report through the 3 top credit reporting agencies.

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ This equipment was found and removed from the account with all charges back on November 14th, 2014. We tried to make contact with you during this time and received a fast busy-tone with the number we had listed. If you have any further question please contact customer care for assistance at 866-496-9669.

6/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been a wow customer for several years. I called to get the latest deal for internet since it would lower my bill significantly. I was told since I was an established customer the offer did noT apply to me. So I got so frustrated I told the representative to cancel my service. He then informed me i would have to pay a service fee to have the equipment picked up. Product_Or_Service: cable Internet and phone Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: No settlement requested - for I think it is misleading to advertise a rate on the website and not have a disclaimer for established customers and to add insult make the customer pay to have equipment picked up. This company is horrible, so glad to be rid of them.

Business Response: Initial Business Response /* (1000, 10, 2015/05/20) */ I'm sorry to hear about your situation with getting you bill lowered. I apologize that you where misinformed, we are able to offer you this rate that you read online. If you are still interested please give customer care or me a call. I also left you a voicemail with my direct number.

5/26/2015 Delivery Issues | Read Complaint Details
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Complaint: My ex-girlfriend ********* ***** had services with WOW. She added my name as an authorized representative on the account to be able to speak on her behalf in case anything happened to her. I did not reside with her, nor did I know about her adding me. She didn't pay her bill and now they're saying I can't get new services unless she pays her bill or I pay it. I told them I never lived there, have taken a lease to the local office in Huntsville to try and get it rectified to no avail. I have spoken with numerous people including a supervisor there in the billing dept by the name of *****. ***** advised that I shouldn't be responsible for her bill and others have said the same. My address has now been flagged within their system. I feel as if this is a bullying method in a attempt to get me to pay her bill. I have also gotten different responses based on who I'm speaking to and have gotten nothing but the run around. We were not married, never lived together, shared any expenses, nor did I know about her adding my name. I would like it removed from her account before it's possible added to my credit report.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to have my name removed from her account. I never agreed to it, signed anything, or gave them any of my information.

Business Response: 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 ******** 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 ********** location and showed a copy of my lease to a *** ******* ******* 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.

5/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I view the practices of the outside salesman as bait, and switch. The written prices from the day the outside salesman visited my home do not match the bill I received. A written statement stated $110.00 per month + approx. $12.00 other fees, & taxes. The bill is $127.30. Statements made by the salesman do not reflect the level of services he state the internet speed would be, 30mbps doubling the 15mbps stated at no additional charge. This did not happen. He wrote there would be three media steaming devices included. The bill put limits on what is now described as the additional media streaming device as free for 1 year. In speaking with customer service the salesman okay-ed the bill in the higher amount, disclaimed the increase internet speed increase for no increase cost, and as noted earlier the media streamer is never any longer than 1 year free. After the install I was in contact with the salesman by text, and phone many times. I was ignored after his first reply on 2/21 to fix the problems first thing on 2/23. I spoke to customer reps three times. It was stated only the salesman could adjust the price to his promises, and quote. The last contact with a supervisor on 3/10 stated I would receive a call from the outside salesman's supervisor within 48 hours. This did not happen.

Desired Settlement: I am wanting the price brought down to the written quote. The written quote did not put a limit on the use, and time of the addition media streamer, I expect the credit to extent for the 5 year $5.00 per year price guarantee. I do not see there is anything I can ask for in regards to the internet speed increase lie, as I have no proof of this

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ The account has had the discounts increased to $15 for 12 month starting as of 03/26/15 this brings the month rate to $110.75 before taxes. We only guarantee the bundle rate to increase no more then $5 per year for 5 years. Discounts, additional WOW! cable TV services have no guarantee. Initial Consumer Rebuttal /* (3000, 7, 2015/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) I wanted to dwell deeper into my comment concerning the increase in internet speed the salesman ****** ****** eluded to. I stated I had no proof of this, but I recalled I had a text conversation shortly after the equipment was installed, that same day. Below are my ability to forward these messages to myself from ***** ***** at XXX-XXX-XXXX. Me: 2/22/15 10:39am Service was installed on Saturday. Later that evening I called wow support to discuss several concerns. One issue is the cost is about $10 more than (110 + tax). Another internet speed only increases to 30mbps for more money. It us not a free upgrade. ***** 2/22/15 10:45am Your bill should be about $10-12 more than I quoted you due to taxes and fees. The speed upgrade is a change that they're doing city by city so yours will happen any day now. I'll will get exact date for you on Monday. Me: I asked the price. It is $120.75, & $127.22 with tax. They tell me you have to call to straighten this out. Me: You told me the internet roll through ** ***** ****** was on February 20th the service tech is unaware of any such process ***** You're completely right. The change was supposed to take place on the 20th. I'll get to the bottom of it on Monday for sure. Me: Later than. Have a good weekend! ***** I'll get ahold of you on Monday first thing. Sorry about all the issues. I'll take care of you asap. Me: 2/25/XX X:XXpm Did you forget about me? Me: 3/3/XX X:XXam When **** you be taking care of this? I changed services from ******* in some part due to ***** ******** promises. Besides the discounts listed above which put the costs inline with these promises, I expected a bump up in internet speed, and apologies from his supervisor as WOW representatives state would happen, and did not. Final Consumer Response /* (4200, 14, 2015/05/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) This complaint just wasn't about money. Fraudulent representation is a crime , and an insult to me, and needs to be addressed. Final Business Response /* (4000, 16, 2015/05/14) */ We are looking into the agreement made with the door to door sales agent and will take necessary corrective action and coaching needed to handle this situation. I apologize for the for the situation. We are providing the best possible rate we can now with the current services on your account. If you have any further question please contact customer care at 866-496-9669.

5/25/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Tech from WOW cut phone line to install internet line. When I contacted WOW to repair it, they did not show up, 3 TIMES! Went a week without a phone. Internet installed 4-27-15 by tech ***** On 4-28, found I had no phone. Called WOW and they said AT & T would have to come out to see if it was something they did.AT & T was out on 4-29 and told me the tech had cut the phone line. Called WOW to fix it and they said a supervisor would call me the same day to let me know the times that were available for the 30th. Never received call. Called again 5-1 in the morning and was told someone would check into the matter and call me back. That never happened. Called again at 5 pm to see when someone would be out. Was told they work until 8 pm. at 7:45 pm, I called to see where the tech was. I was told he was on his way that very moment. That was nothing but a lie!!! Call early on 5-2 and said I needed someone out to fix phone line but I had to leave by 10 am. I was told a tech would be out by that time. Another no show! Called when I got home at 4:30 pm and asked to speak to a supervisor. Spoke with Supervisor ***** ***** who said no one could be out until 5-4. I said it would have to be after 2 pm. He said he would set it up for then. He also had asked me that if **** had been out to my house, why didn't THEY fix the phone line???? I told him 1) They didn't cut the line and 2) They would charge $100.00 to fix it. Once again, on 5-4, WOW was a no show!!!! Called that evening and told them I was tired of their lies and I needed my phone NOW!!!!! A tech called me a few minutes later and said he could be out the next day, 5-5. He came out and hooked up the phone line. At least one person at WOW wanted my phone to be hooked back up!!!! I can't believe how bad their customer service is.

Desired Settlement: I think I should get compensation for 1) Having to deal with such terrible customer service and 2) Being without my phone for a week.

Business Response: Initial Business Response /* (1000, 5, 2015/05/20) */ *** **** I'm sorry to hear about the situation you had with the install and having your phone line cut. I apologize for the inconvenience we have caused you. I have issued a 1 time credit of $50 to compensate for the problems we have caused as well as address this with the Supervisors who handled this situation. Initial Consumer Rebuttal /* (2000, 7, 2015/05/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept it because it seems fair. I hope this does not happen to anyone again.

5/22/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: WOW cable misrepresented their service prices an then ported my telephone before completing installation which cost me $50 USC to have returned. I had service order #XXXXXXXX scheduled for cable, internet, and phone services installed on 14 Apr 15 with WOW Cable. I was quoted a price for said services and rental fees for two DVRs and one HD box for $166 USC which including taxes and fees. Technician brought one basic cable box and stated I had to pay extra to get the third HD box which was originally included. I called the company and first was told the additional box was $9.00 USC first then $7.00 USC by another rep. I cancelled the order and was told that I needed to call my old company to get my number returned form WOW Cable which coast me thrre days without phone service and $50.00 USC

Desired Settlement: I want to be reimbursed for my $50.00 USC and time left without a phone.

Business Response: Initial Business Response /* (1000, 5, 2015/04/21) */ Contact Name and Title: *** ************ 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 **** ********* ** *********** ** XXXXX XXX-XXX-XXXX Office XXX-XXX-XXXX Fax XXX-XXX-XXXX Cell Attn ****** ******** 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.

5/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I Recently disconnected service from this cable provider. I received my final **** on April 1st. I called the cable provider to let them know the **** was incorrect. the man I spoke to insisted that my service was on until the 28th of March. I explained that I have a receipt that shows that the technician was here to disconnect and collect their Equipment on March 16th at 10am. He said that's not what their records show. I asked if he would please correct that and send me a corrected **** and I would pay it once corrected. he agreed and told me that the rate is $3.19 per day. I said ok so you agree that I owe for twelve days @ 3.19 per day. he said that's correct, so my final **** according to him was $70 some dollars(not sure if it was $72 or $78 and change). I said to him that $3.19 times 12 equals $38.28. HE said the rest was taxes and fees. I told him I wasn't going to pay that amount and that he didn't even address the double late fee that I had been charged. he then threatened me with collections if I didn't pay it. I feel that this cable provider is a bit misleading as we didn't really get what was promised right from the beginning. ill be happy to pay a reasonable **** ( $38.28 Minus the late fee since they collect a month in advance. how can they charge late fees when they **** a month in advance?) So I feel that $8.28 plus reasonable fees and taxes should be somewhere in the Neighborhood of $25.00.(late fee was $30.00)

Desired Settlement: DesiredSettlementID: Other (requires explanation) Final **** as Described above with no threats of collection

Business Response: Initial Business Response /* ****** *** *********** */ The account was given a credit on 04/02/15 as promised, the remaining balance on the account is $72.40. I recommend you make this payment to be able to prevent the balance from going to collections. If you have any further questions please give customer care a call at XXX-XXX-XXXX. Initial Consumer Rebuttal /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) I previously explained that W O W is overcharging me for services we did not receive. I looked at the daily rate of $3.19 and multiplied it times the number of days that we actually had service. they claim we had service until the 28th of march. s I stated we have a receipt signed by the technician that came to our home on the 16th of march. $3.19 x 12 =38.28. subtract that amount plus the late fee of $30.00. total of $68.28 to be subtracted from original **** of $90.40 leaves a balance of $22.12 Final Business Response /* ****** *** *********** */ The phone was activated with WOW! until March 19th when it was ported out to AT&T. The request to cancel the remaining service was not made until March 22nd when you called in. The Customer care agent you spoke with on April 2nd issues a credit of $18 as a courtesy because you did not agree to the **** amount. This left the remaining balance of $72.40. These charges are valid for services rendered to you before the request disconnect. If you have any further questions please contact customer care at XXX-XXX-XXXX. Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) W O W Still Hasn't Addressed Their Failure to Lower The **** even After the Company Admits that We Didn't have Service until the 28th as they Originally Claimed. Now They say that We Had Service Until the 22nd of the Month. Attached is the Receipt Showing that all Service Was Disconnected on the 16th and I don't care that the Phone was "ported" out on the 19th. All Of their EQUIPTMENT was out of my House on the 16th. So Without Their Equipment I had NO Phone until It was turn by others on the 19th. I'm not going to pay for 4 days while waiting to get new Phone Service from another Provider.

5/15/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Recently WOW changed it billing practice and charges. WOW is charging a discount and reconnect fee even though charges were not interrupted. Yesterday I received an automated call from WOW stating to please call 1-800 xxxxx to make a payment to prevent an interruption in services. I called to make a payment and was advised the credit I was supposed to receive the previous month was not applied because I was charged twice for a reconnect fee. **** the representative confirmed my services were not disconnected nor was there an interruption but you will be charged anyways. So right there tells you we are paying an additional 60 a month for services that were not interrupted or disconnected. I stated they need to change the automated message, because it states to call to prevent an interruption and the rep also confirmed no interruption. Secondly the credit from the previous month was not applied and the rep stated last month I had to pay the balance to avoid interruption and the credit would be on my next bill. The rep last night saw the credit was not applied but stated I had to pay the balance to prevent services from being interrupted and he would apply the credit next month. As a paying customer I have to continue paying or my services will be interrupted, but they are not responsible on their end. HOW DO YOU CHARGE FOR A SERVICE INTERRUPTION WHEN THERE WASNT ONE OR A REACTIVATION THAT DIDNT EXIST. Also going forward WOW will be charging $5.00 fee for customers who speak with a rep to pay their bill instead of paying through the automated system. However for the last 5 -6 months the automated system has not worked. You go through the whole process of entering and confirming information to be transferred to a rep and repeat everything all over again. I asked last night will I still be charged $5.00 if the automated systems transfers me to because your automated system does not work. He advised you have to try and it will show on their end if it didn't work and to remind the rep to not charge the $5.00. If we don't attempt to use the automated system then we will be charged $5.00. My time is precious as well if your system don't work are you going to pay me $5.00 for trying ? Honestly the customer service has went completely down hill and all they care about is receiving payment. They don't care about the impact to customers or dedicated customers. At this point my only option is leave wow because they do not appreciate their existing customer. When I told rep I would be switching companies he said ok. He didn't even try to do anything to sustain loyal customers. At the end of the day with out your customers you don't exist.

Desired Settlement: One I want all of my disconnect and reactivation fees returned to the credit card on file. Meaning all the times my service was never interrupted nor needed reactivation and I was charged both fees. I also want my credit applied to the bill I just paid - Not next month or the month after. Lastly to stop sounding so money hungry and realize its your customer that generate your paycheck. At one point I would of recommended your service to anyone - Not anymore.. Your service and customer service has went completely down hill

Business Response: Initial Business Response /* (1000, 5, 2015/05/01) */ When ever your account reaches 44 days past due or 50 days past due if you request an extension service is partially disconnected with you having Ultra service. You will experience greatly rude Internet speeds and will be unable to watch any digital or premium cable channels. The $22 reactivation fee is a valid fee for these situation and can be avoided by having the account paid on time. We have already issues a courtesy credit for a reactivation fee and a late charge on your account and no more credits can be issued for this situation. if you have any further questions please contact Customer Care at 866-496-9669.

5/14/2015 Delivery Issues | Read Complaint Details
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Complaint: They told me $40/month for basic cable and 30mbps internet. Plus $7/month for their modem. I get the bill and they've tacked on a 'broadcast fee' which is $8/month. So, I said to disconnect the cable. She said just internet would be $57/month. Yes, up $17/month to remove a service. I said then come get your stuff and disconnect the whole thing I'm not paying you a penny because you lied to me. She said it would cost $50 for them to get their stuff. Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Come get your stuff or give me the deal I bargained for with out your mystery fees tacked on.

Business Response: Initial Business Response /* (1000, 5, 2015/04/23) */ We provided the package that you requested for $40 no including equipment charges, fees and taxes. AS you stated during the call with the sales agent you did review the small print that does provide this information. Please give customer care a call at 866-496-9669 to set up arrangements to have the equipment picked up. Initial Consumer Rebuttal /* (3000, 7, 2015/04/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Speaking with the sales agent, an $8/month 'broadcast fee' was NEVER mentioned. In the world of fraud, hidden information is just as much fraud as false information. Your company perpetrated a fraud with me. Once I called you out on your fraud you then attempted to raise the price even more. That is termed 'bait and switch' which is another fraud. When I tried to make arrangements to have the equipment picked up the service rep said it would cost $50. There is absolutely no way I'm giving you $50 to remove the equipment with which you tried to rip me off. Final Business Response /* (4000, 13, 2015/05/07) */ As i stated before this information was listed on the flyer that you stated you read to the sales again. Please give customer care a call 866-496-9669 to make arrangements to have the equipment picked up or return it the local office to avoid any further charges on the account for the equipment. Final Consumer Response /* (4200, 15, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) No, $8 'broadcast fee' was not listed on the flyer. You are committing the fraud of 'false advertising'. A fee that is 20% of the advertised cost is not reasonable; it is fraud. Had it been actually 'listed' as you falsely claim, there wouldn't be a problem. Quite simply, you are a liar.

5/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was advised after recieving poor service that I would get a $80 credit to my bill in on March 23, 2015. I was told by their corporate office they would give me an $80 credit towards my bill via their ******** page due to the techncial issues I was getting with my HD service. After they still didn't resolve the issue I changed services and went with another provider. After getting my final bill I noticed they never did credit my account for $80 on March 23, 2015. Therefore, I had a balance due of $75. I tried contacting their office and disputed the final bill and was not able to resolve the issue. I'm concerned that they just didn't give me the credit because I ended up changing providers due to their technical issues that they were not able to fix.

Desired Settlement: I'm requesting that the company bring my final bill to zero. I'm not worried about the $5 credit that would be left after they give me the $80 credit towards the bill.

Business Response: Initial Business Response /* (1000, 5, 2015/04/30) */ We issued two adjustments to your account for a total credit of $80. A $40 credit was issued on February 28th and a $40 credit was issued on March 17th. Your bill comes out on the 19th of each month. These credits did show on your March 19th statement. No more credit will be given for this situation. if you have any further questions please contact customer care at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (3000, 8, 2015/05/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) That is correct they did issue two $40 credits for other issues back in January and February not related to this issue. However, on 3/23/15 I spoke to a female CSR and she advise she would issue an additional two $40 credits That would appear on my 4/19/15 bill in which it did not. Please place the $80 credit on my account to reflect the balance in which I do not owe. Since I paid my bill. You will owe me a refund of $75.49 with-in 30 days or legal action to attempt to collect will take place. Final Business Response /* (4000, 10, 2015/05/07) */ On March 23rd no additional two $40 credit had been offered. This also changes the story that you originally had stated that you spoke with someone at the corporate office via ********* The corporate office does not handle ********* We will issue no further credits to the account. If you have any further questions please contact customer care at 866-496-9669. Final Consumer Response /* (4200, 12, 2015/05/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I spoke to several individuals at your office. I DO NOT know who handles your ******** affairs nor do I care. All I know is I spoke to someone at your office and they advised of these credits to be issued. Don't ever call me a liar or changing my story because I did not do so. I gave more information compared to the until complaint. Refund my money or U will also dispute with my credit card company of the charges. Act like a business and not a ****. Get with the times buddy. WOW! Is so far back in times your service you provide does not meet what I paid for either. I sure hate to get the local media involved and my attorney.

5/14/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Price quoted and written on paperwork not honored. I changed to WOW Cable because the sales person ***** ***** gave me a price of $110 plus taxes and surcharges. It is written specifically on the paperwork that this is for 2 media players, **** ******* app, **** ********** and 15 mbps internet. I did not have *** right away so I called customer service and explained that it was part of the agreement and they added it but did not tell me they were increasing my charges. When I got the bill and saw *** charged at $19.00 per month, which I did not agree to. I called and customer service told me that they cannot honor the price that I was quoted and they have to charge me additional for **** I disputed it and offered to send a copy of the paperwork that I had but they would not honor it and offered a one-time credit. I left ******** who I had more channels and faster internet but they were $20 more per month, including **** I went with WOW because of the $20 lower rate and the sales rep said the bill would only go up $5/month after a year. This is unacceptable to not honor the agreement that i have.

Desired Settlement: All that I am asking for is for WOW to honor what I was promised. $110 per month including **** I can send copies of the paperwork if needed showing that is what I was promised.

Business Response: Initial Business Response /* (1000, 10, 2015/05/06) */ On April 3rd we explained that additional cost for *** being $19 and placed you on a promotional discount to get it for $9.50 a month for 12 months that brought you monthly services estimated with taxes to $130 and you agreed to this. This is absolutely the lowest price we can get you down to with the current services you have on your account. if you have any further question please give customer care a call at XXX-XXX-XXXX. Initial Consumer Rebuttal /* (2000, 14, 2015/05/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will accept the response because I don't want to take any more time with this. I still feel it is fraud to sell a customer one price and then charge another. At this point, I will not cancel because it is a hassle and not worth it for $10 per month. I had better service with ******* and they offered to roll me back to $130 per month including fees but I had 100 MB internet speed and all the premium channels. I still switched because of the $10/month difference and the promise of only increasing $5/year for the first 5 years. I thought 5 years of not having to haggle over price made it worth it. I hope that wasn't another ploy to get me to switch. We will find out next year.

5/12/2015 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: We pay for the fastest internet connection that "WOW!" offers. We are not getting what we paid for (internet is slow & keeps disconnecting every day). Let me start off by saying we pay for the fastest internet that "WOW!" offeres. Every single day, more than once a day, our internet cuts off and we have to keep restarting it and sometimes that does not work. We got a new router and still the same issues. WOW! charges for a service that is not received. How am I charged for a service that does not even work 70% of the time. Seriously, there are thousands of complaints from all parts of the U.S and it doesn't seem like they are planning on fixing it. I am starting to think that they cut everyone's internet off on purpose so they can make more money and people don't get use of their money. I feel that WOW! costumers are being taken advantage of and something needs to be done.

Desired Settlement: Either I get the internet & speed that I have been paying for or I want a refund. I don't want to be lied to again and told that it is my router that is the problem. Take responsibility for you defective internet. I have spoken to hundreds of people in my area about WOW! internet and we all have the same complaints. I do not want to have to go any further with this complaint. However, if this issue isn't fixed, I plan on getting everyone with complaints involved in making sure this doesn't happen to anyone else. I don't appreciate being lied to by your WOW! servicers and getting ripped off.

Business Response: Initial Business Response /* (1000, 5, 2015/04/30) */ I show we had a technician out to the home yesterday for this issue and a maintenance technician will be out today to resolve this problem. if you have any further questions or need assistance please give customer care a call at 866-496-9669 we are available 24/7.

5/8/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Less Channels but raising rates. 1 May all pymts must be made outside or mailed. $2.00 fee to pay inside. I was recently informed beginning 1 May I will have to pay a fee of $2.00 if I pay inside WOW office. I have a choice of mailing my pymt or putting it in the after hour drop box outside. WOW is dropping channels and increasing their rates. TOO many Sports channels, and a Sports Surcharge of $2.00. After leaving the office today, several people outside are moving to Comcast or another cable provider. I, too, will be looking for another cable provider if you continue to raise rates; have more sports channels than needed; don't have a better channel line-up; and charge a fee for paying inside at the WOW office.

Desired Settlement: No settlement, just think about your customers and inconvenience you will be causing. Drop the $2.00 fee for paying your bill and $2.00 sports surcharge.

Business Response: Initial Business Response /* (1000, 10, 2015/04/23) */ The $2 charge is for process a payment at a local office with a direct agent or over the phone with a Customer care agent. You can avoid this charge by making the payment online at www.wowway.com, using our phone system, setting up auto-pay and mailing in the payment. The $2 sports surcharge if to offset the cost we have to pay to broadcast companies. If you have any further questions please give customer care a call at 877-566-5649.

5/8/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Customer Name: *** ********* Customer Account Number: XXXXXXXXX Confirmation Number for new product/rate in attempt to save my business due to inconvenience caused by WOW!: XXXXXXXX I must preface my complaint by stating I feel this is a "last-ditch" effort for WOW! to save their relationship with me. Direct communication with various representatives at WOW! has not brought me satisfaction. I felt perhaps communication with the Better Business Bureau would allow the company one last opportunity to save face as well as showing if they value me as a customer. The following WOW! employees have failed in their attempts to provide resolution to my problem. A brief explanation follows each employee. ********* ******** **************** she would take "ownership" of my situation/problem and offered me a set rate of $69.70 for Basic Cable and Internet services per confirmation number above/telephone conversation X-XX-XX or 2-17-15. An erroneous balance of $88.20 was disclosed at the time of this agreement, and ********* was going to "investigate" this problem and get back to me. I am of the belief this balance was a "lump sum" of erroneous late fees and reactivation fees that should NEVER have been assessed. Needless to say as of today's date (4/6/15) ********* has not provided feedback and as a result more late fees and reactivation fees have been assessed. **** ****** ***** ***************** ************ *** ****** has NEVER provided direct acknowledgement/accountability of letters/correspondence sent to his attention. As the representative identified on the WOW! billing statement as a contact for complaints. I find it ineffective for a representative in this position to not provide acknowledgement/feedback of inquiries to his attention. **** ******* ******** of *************** problem may not be with *** ******* himself, moreso the fact when an ongoing discrepancy regarding a billing issue is being investigated with a customer, the "standard/canned text" collection letter should NOT be sent to that customer. It appears as if WOW! has a tremendous disconnect in its communications between customer service and billing. These letters get to be a bit "tiring/overbearing" after their continuous receipt, and the tone of the letter itself needs to be revamped as it has more of a "threatening" than "negotiating" nature. 4. **** ****** ********* **************** direct feedback was received from *** ******. I was given his name as a contact following unsuccessful acknowledgement/resolution from email sent to **** ******* *** ****** forwarded my inquiry to ********** 5. *** ****** ***** ******** ******** ******* *********** the five people I wanted to specify, *** ****** is the associate that I felt provided at least some "level" of customer service at some points. The problem I have found with *** ****** is that multiple telephonic messages were not returned in a timely manner. I was hoping with him being in Michigan, he could perhaps "coordinate the ship" with ********** *** ****** and *** ******* with "getting everyone on the same page." I feel it's important to mention while I've received continued erroneous billing, I have paid in a timely manner the CORRECT amounts due each month as a "good faith gesture" for a customer paying for a service. It would only seem like a basic/fundamental principle I would hope is appreciated by WOW!

Desired Settlement: 1. Refund of erroneous late fee/reactivation fees assessed since 2/14/2015 2. Refund of erroneous $88.20 figure advised to me by ********* at the time of conversation of confirmation number XXXXXXXX. If proof/documentation can be provided the charges of the $88.20 are legit/correct, I **** of course be happy to pay this figure. 3. An April **** showing my amount due of $69.70 per conversation with ********* back in the middle of February. It would just be so nice to see a **** with the CORRECT and EXPECTED amount agreed upon! 4. Accountability, Communication and Customer Service for my problem..... 5. By NO means do I want disciplinary action taken against *** ******, *** ******* ********** *** ******* and *** ******* The only reason I mentioned them specifically is because each one of them had either communication with me at some point, or I was provided their name/information as a person who could provide resolution. 6. If my resolution(s) cannot be agreed upon, I request immediate cancellation of my services/termination of my relationship with WOW! I certainly hope my inquiry/concern has provided necessary/structured information as well as showing the TREMENDOUS FRUSTRATION I have incurred. Thank you for your hoped prompt attention to my matter in advance Sincerely *** ********* XXXXX Collingwood Roseville Michigan XXXXX-XXXX Email: ********@hotmail.com Phone: (XXX) XXX-XXXX

Business Response: Initial Business Response /* ****** *** *********** */ The month rate for your service was adjusted to $67.25 a month + taxes by ********* on 02/18/15 with the discounts you provided that are good for 12 months. The late charges and reactivation fees are valid charges with the full balance not being paid. I **** make a 1 time adjustment to the account this time to bring the account balance to $69.72, but going forward these charges **** be valid and no credit **** be given for a late charge or reactivation fee for the account being past due. If you have any further questions please give customer care a call at XXX-XXX-XXXX. Initial Consumer Rebuttal /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for your reply. Unfortunately continued lack of accountability resonates through WOW! as I found the business' response providing lack of professionalism (no apology provided for the tremendous inconvenience) nor did the representative identify their name/position within the company. Most importantly, however, is the dismissive "The late charges and reactivation charges are valid charges . . ." without providing the REQUESTED evidence/information. Furthermore, upon reading that my balance was dropped to a balance of $69.72 I was interested in finding out when my next due date was (considering I had made my standard/continuing "good faith" agreed upon amount of $69.70 on 4/9/2015). In contact customer care, I was notified this "outstanding" balance would need to be paid by 4/23/2015. It is currently 4/17/2015 and NO **** has been received. Clearly WOW! is attempting to "nickel and dime" me by being secretive (as no mention of a due date for this balance was in the company's response). Please accept this sentence as authorization for WOW! to disconnect my services/terminate my relationship with them effective immediately. If possible, I would also like this reply to be provided to the following sources: 1. The CEO/Senior Management of WOW! to be used as a training tool to prevent future relationship terminations. 2. In the most respectful yet truthful manner possible, please post my reply in the applicable manners/forums in which potential WOW! customers who value positive customer service make their cable provider decisions on this basis. I appreciate the Better Business Bureau's efforts in resolution. Sincerely *** ********* Final Business Response /* ****** *** *********** */ *** ******** as of you request from our phone call today your services have been disconnected as of 04/23/15. I'm sorry that we could not come to an agreement to the billing on your account. We made the best effort e could on adjusting some of the late charges and reactivation that occurred from the full balance not being paid on the previous months **** statements. We **** mail out a final **** statement to you on 04/30/15 adjusting all you charges to stop the billing as of 04/23/15. if you have any further questions please give customer care a call at XXX-XXX-XXXX. Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your reply. I agree that it is regrettable that our business/customer relationship has come to such a bitter/unprofessional ending. With due respect, and if the Better Business Bureau could kindly note, I respectfully disagree with the comment "We made the best effort (w)e could on adjusting some of the late charges . . ." If this statement were true, WOW! would have recognized its erroneous billing many months ago and I would not have had to exercise the assistance of the Better Business Bureau. I'm unsure if the BBB uses resolutions in which the customer chooses to "part ways" with a company as a tool in deciding if said company has its membership revoked/disqualified. If it does, I strongly recommend the BBB review any and all memberships/affiliations it may have with Wide Open West Inc. Very truly yours, *** *********

5/6/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I ordered and paid for a service which WOW! was not able to provide due to limitations of equipment. On May 12, 2014 I had WOW! 50 MBps internet installed at my apartment at **** **** ****** *** *******, ******* XXXXX. I was provided with a ***** ***** *********** 2.0 cable modem. Soon after it was installed, I called WOW! to complain about the speed of my internet. I was only getting 25MBps download speed. The guy on the phone told me that it was my router slowing the services down. Since my router was a few years old and I had only had 15MBps at my old house, I took their word for it. In March 2015, I ordered new WOW! internet service for my new house. The installer said he could not use my old modem because I had ordered the 50MBps service and the DOCSIS�® 2.0 modem would not support such high speeds. I immediately looked up the ***** manufature's website **************************************************************************** and found the Technical Specifications for the modem I had at my apartment. Sure enough! It was only rated for 30.34 MBps speeds. I figured when I turned in my modem into the offices that I could tell them what I had learned and would ask for a refund as I would continue to be billed until I turned in the equipment. I was told that I needed to call XXX-XXX-XXXX to open a case. The lady I talked to, I think her name was ****** said that she checked the manufacture's website and agreed with me that the modem was not sufficient for the service I was paying for and that they would need to open a case and get someone from the warehouse to look into it. Once a case was open on 4/29/2015 I received a call from a very rude individual who did not allow me to catch her name due to the fact that she hung up on me. She had asked me for the manufacture's website because the "warehouse" had told her that up until about 2 months ago this modem could handle 50MBps speeds. I told her I did not write down the model number and asked if she could give it to me. She refused. When I got upset trying to tell her that I would not be able to get the website for her unless she could tell me the model number- she then hung up. I called ******** at the location in which I returned my modem and she happily called the warehouse and gave me this information. Very helpful! I called back and talked to a man who tried to help but refused to issue a credit due to the fact the warehouse "notes" on the account said the modem was compatible until 2 months ago. I'm not modem expert- but modems don't magically become slower on a given date. The manufacturer clearly states the MAX speeds the modem is capable of. This is a fact! I was also told by WOW! that the DOCSIS�® 2.0 modem was the only modem available to residential customers at the time I purchase internet service. If this is true, then I would say this is false advertising. They are unable to provide this service with the DOCSIS�® 2.0 modem. In summary- WOW! excuses I have been given 1. DOCSIS�® 2.0 modem worked with 50MBps until 2 months ago 2. DOCSIS�® 2.0 modem was only modem offered at time of initial install 3. I did not call and complain enough about the service My responses to this are 1. The manufacture's website says it does not work with 50MBps speeds- regardless of date installed 2. If DOCSIS�® 2.0 modem was the only one offered- then provider had false advertisement. Selling a product they were unable to deliver. 3. If they are using excuse #1 and #2 then no matter how many times I called there was nothing they could do.

Desired Settlement: I am seeking a refund credit between the next lower service and the 50MBps service I had been paying for. Their website currently offers 25MBps at $30 and 50MBps at $50. I was paying $74.95 promotional rate for 50MBps and will assume the 25MBps was $20 less at the time as well. Therefore I am asking for $20 credit for each month I paid for service, which should equal to $240 (12 months x $20).

Business Response: Initial Business Response /* (1000, 13, 2015/05/05) */ I do show your modem was changed on April 22nd and agree you would have never received 50MBps speeds with a DOCSIS 2.0 modem. I apologize that you did not receive the correct equipment to provide this service. in the future if you have an problems please make sure to contact us in a timely manner. AS a courtesy I have gone ahead and issued a credit of $120 to the account for this situation that will show on your next bill statement. This is the max i will be able to adjust for this situation as per our policy all billing disputes must be submitted in writing within 30 days. if you have any further questions please give Customer Care at call at 877-566-5649. http://www.wowway.com/docs/terms_conditions/internet_terms.pdf E. In the event Customer pays WOW! an amount in excess of the amount due for the current billing period cycle, Customer agrees that WOW! will apply the over payment to the Customer's next monthly billing statement. If a billing dispute occurs, Customer has thirty (30) days from the date of receipt of the bill to register a written dispute with WOW!. Customer should send billing disputes to: WOW! Internet & Cable, Attn: Billing Disputes, P.O. Box 63000, Colorado Springs, 13 CO 80962-3000. Failure to object to a billing statement in writing within the 30 day period constitutes Customer's conclusive acceptance of the accuracy of the billing statement. In all events, Customer is required to pay the undisputed amount of the billing statement. Customers who choose the recurring payment option agree that they are responsible for ensuring that accurate deductions are in place with their financial institution. In no event will WOW! be liable for reimbursement of inaccurate recurring payments unless notified in writing by Customer within sixty (60) days of the deduction.

4/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: First my **** increased from 120.00/month to 188.00 without any explanation. They said they would remove the extra 40.00 but did not. My **** increased from 120.00/month to 134.00/month. Then, without explanation, my next **** was 188.00. I called to ask why, they said they would remove the extra 40.00 but did not. Now they are going to discontinue my services because the **** is past due according to WOW customer service.

Desired Settlement: I want the 40.00 removed from the current **** as requested. Currently I can only watch one channel because the remote control **** not communicate with the TV. I also called WOW regarding this issue and they can not fix it over the phone. They do not know what the problem is.

Business Response: Initial Business Response /* ****** ** *********** */ We explained to you on 03/09/15 the **** increased because of discounts expiring that you had of $30 off your bundle rate and a free DVR, these discounts where only good for 12 months. These discounts have been placed back on to your account as of 03/09/15 and are good for another 12 months. These do not guarantee your monthly rate and have no guarantee they can be added back to the account when they expire. Your month statement shows these discounts being valid for 12 months. So we can resolve the problem with the remote please give customer care a call at XXX-XXX-XXXX for a replacement remote or by going into the local office. Initial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) The explanation is not correct as stated. Where is the local office. I **** go there and get a remote. I have no success when I call WOW. Final Business Response /* ****** *** *********** */ The DVR was free before and had expired on the account, You can clearly see this on your Billing statement dated December 17th, 2014 and the previous statements as you can see the the attachment. If you have any further questions please contact customer care at XXX-XXX-XXXX. Thank you and have a good day. Final Consumer Response /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) The statement for 2014 is true: HOWEVER, I had the DVR long before 2014. A 10.00 fee does not merit a price increase from $120.00 to $188.00. Please mark this issue as un-resolved. Thanks, ****

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Not honoring what employees tell customers. I had WOW Cable I made my **** on the 21st of December and called them on the 7th of January to let them know I was moving that I need my service switched to the new address. They told me they didn't cover where I moved to. Witch I looked up it was 4.6 miles away from where I was living. The woman that was helping me told me that long as I turned in the equipment I wouldn't owe them anything else. I then called them a couple weeks later to see where I could drop off the equipment I had with them. She asked me where was I located she told me there was a place in ******* but I couldn't drop off there. she told me that I had to take it to ********** witch is 30 to 40 minutes away from where I live. I asked her if I could mail it she said that I couldn't it would have to be taken there I then asked her there store hours because I had to work in ******* that Saturday so I could drop it off there. She told me they were not open on weekends and when they close during the week is before I get off work. I then took off work to go up there I couldn't find where this place was located I called them and was on the phone with them for 30 minutes trying to figure out where they were located. The lady that was on the phone I don't know if she was from ********** or if she was even in ******** I never could find it so I turned around and went home. So on march 18th my mother had a doctors appointment in ********** so she took them there equipment they gave her a receipt saying that I Brought the equipment to them. I was guessing I was done dealing with them because I returned the equipment like there EMPLOYEE told me to do and DIDN'T OWE THEM ANYTHING FROM WHAT THERE EMPLOYEE SAID! So today March 25th I get mail from them and it says I owe $165.21 witch your employees say like MOST business do! not to mention it should be taken off beca I didn't understand why because of what there employee told me. So I called them Spoke to two different people before I could speak to a supervisor not to mention I was on the phone for 28 minutes for nothing. The supervisor told me that she could take off the $20.00 late fee and the $50.00 pickup fee but I had to pay them $90.00 I told her that her employee told me I didn't owe them a dime if i brought the equipment back. She then told me well what that employee meant to say was you would be charged for the days you used your service so since I paid on the 21st of December to the time I called on January 7th to cancel I would be charged them days I told her I shouldn't have to pay that because that was there employees mistakes she told me that there is nothing they can do about that I would have to pay it. Yrunning a organized business and not to mention it looks like you have no communication witou should have to honor whatuse of the stuff I have had to deal with trying to be finished with these people. This isn't convenient for customers at ALL! Most cable places you can mail or deliver any where that the company is located at but not this place. I myself am a general manager over a store and whatever our call center tells customers or other employees that work at this store we honor it. If you go back on what other employees have told customers it doesn't look like your h your employees. I have nothing bad to say about my actual service my Cable, phone, and internet it was great we really enjoyed it that's why we wanted to keep it when we moved. But the rest of my experience with this company (employees) **** be the reason i **** never return nor recommend to anyone.

Desired Settlement: I am NOT wanting to pay $165.21 I have gone threw so much trouble with this company from employee's not telling me the correct information to having to take off work to having to drive around for 30 minutes for no reason to because yet ANOTHER employee couldn't help me with finding the location to having to waste all this time on the phone for not honoring what there employee told me I want this $165.21 taken off for all the trouble I have had to go threw.

Business Response: Initial Business Response /* (1000, 8, 2015/04/15) */ The balance is for service and are valid charges, If you have any further questions about the charges please give customer care a call at XXX-XXX-XXXX

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I am submitting a complaint about Wide Open West cable TV company (WOW).I have been a very good customer for them for several years always paying on time and subscribing to their highest level package, including internet and phone. However, in the past several months, they have refused to abide by a rate agreement that they offered and have begun price gouging me and threatening me with collections and possible reporting to credit bureau's as well as a shut off notice of less than 2 weeks.My total bill in Sept 2014 was 119.44. From then until Jan 2015 they had increased it by almost 40% with each monthly rate being different than the previous month. I called them on Dec 28, 2014 and spoke to their representative named ****** and he told me he was willing to offer me a total payment of $131.89 for 12 months which I agreed to pay.When my Jan 2015 bill arrived, it showed $145.18. Since then I have called multiple times and continued to pay the agreed payment of $131.89 but each representative I have spoken to refuses to abide by that agreed upon rate. I received a letter on Mar 18, 2015 from their Collections Department threatening to cut off service by Mar 30, 2015 if I do not pay what they say is past due, which is $23.03.I finally spoke to the VP of Customer Care today whose name is **** ****** and he is still claiming I owe them the past due amount plus $164.96. At this point, I am shopping for a new cable company.

Desired Settlement: DesiredSettlementID: Refund My concern now is the amount they are claiming is past due and the threatening letter from their Collections Department. I have an excellent credit rating and I do not want them reporting anything negative about this situation. Is there anything you can do or advise me to do to avoid this?

Business Response: Initial Business Response /* (1000, 8, 2015/04/15) */ The past due charges are valid, I show this has been taken care with a 1 time credit we have issued to the account on 04/01/15. If you have any further question regarding you billing please give customer care a call at XXX-XXX-XXXX.

4/27/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My service has been consistently intermittent causing me to not be able to complete my online classes. My Internet service has been having intermittent connection issues for the past few months. At some point everyday it fades out and then comes back. I have called and been told that because it's not constant it really isn't an issue. For the past 2 days my Internet has not worked. At all and now I can't do my work for my online class which means I am out of $825. Not only does my Internet not work, but my phone is also out. I cannot afford to pay for services multiple times because WOW does not want to bring their network up to working condition.

Desired Settlement: WOW needs to reimburse me for the cost of the classes that I am failing because their service, that I've paid for, doesn't work.

Business Response: Initial Business Response /* (1000, 9, 2015/04/15) */ I understand you had problems with the connection on 03/27/15 and we provided a credit of $40.00 at this time which covers more then the time service was out due to the outage in the area. We will not be able to provide reimbursement for the cost of any online classes. Please review our terms of service if you have any questions. http://www.wowway.com/docs/terms_conditions/internet_terms.pdf

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I cancelled my service back in May of 2014 and I paid at the location in cash. They said that was all. I paid my last bill in cash and they are now saying that I never did pay it and when I first complained I even gave them a name of the person who took my money. By the time I realized that they had sent this account to collections I had lost the actual receipt. I would like this taken care of asap.

Desired Settlement: I would like this item removed from my credit file along with a letter stating the mistake.

Business Response: Initial Business Response /* (1000, 8, 2015/04/15) */ These charges are valid and cannot be removed. We mailed out a letter and multiple statements with this balance. If you have any further questions about this balance please call customer care at XXX-XXX-XXXX.

4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: see attached

Desired Settlement: See Attached

Business Response: Initial Business Response /* ****** ** *********** */ A credit of $197.00 was issued to the account. If you have any further questions please contact our Business services at XXX-XXX-XXXX Initial Consumer Rebuttal /* ****** *** *********** */ (The consumer indicated he/she DID NOT accept the response from the business.) I called wow on 3-30-15,spoke with Freddie she stated that she didn't see any credit to my account for $197.00. she also states I have a balance of $352.72 for service I never used. I returned there equipment on 2-26-15, that's what there trying to say I received credit for, how is that when I just filed my complaint on 3-6-15. I paid $100.00 towards my wow account, I would like a refund, a zero balance and that's all I ask. Final Business Response /* ****** *** *********** */ The account was credit $197.00 on 03/19/15. No payment has been received. I believe this payment maybe have been applied to your personal account and this the Business account in question. The Business account has a remaining balance of $155.33. Please give our Business Services a call at XXX-XXX-XXXX if you have any further questions.

4/27/2015 Delivery Issues | Read Complaint Details
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Complaint: I was lied to and customer service was rude to me. i recently talked to customer service and was told to do one thing and when I had I was told no they would not send out a tech till other things had been done. i spoke with a manager ****** id# ***** and he basically said he did not care what I was told and he did not care what I had to say. very rude, I have been with this company many years and never had anything but great service...till now

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like my money refunded and they were going to charge me for them to come pick up their equipment, I would like that stopped and have them get their equipment from me for free....

Business Response: Initial Business Response /* (1000, 5, 2015/04/15) */ The service was turned off for a past due balance. We have waived the reconnect fee when service was restored of $40. In the future if service is disconnect this will be a valid charge as well as the equipment pick up charge. This can be avoided by returning the equipment to the local office.

4/27/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: see Attached document
Click Here to Get the File
https://odrcomplaint.bbb.org/bureaus/files/complaintsXXXXXXXXXXXXXXXXXXXXXXXXX.pdf

Desired Settlement: DesiredSettlementID: Other (requires explanation) Honor the 30 day no pay guarantee

Business Response: Initial Business Response /* ****** ** *********** */ i have taken care of the full balance on the account for the Money-Back Guarantee since you where provided the wrong information. I'm sorry for any inconvenience we have caused you. If you have any further questions please give customer care a call at XXX-XXX-XXXX

4/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had called in nov. 2014 about my cable bill being so high and I could get it cheaper from another company I talked with ***** she had lowered my bill down to 106.09 per month. guaranteed for the next 12 months when I got my bill it went back up and I called and talked to a guy named *** employee ****** and explained what it was he said they had a price increase and was not going to honor my price guarantee I find this to be a scam not to switch companies and then raise the price back after I stayed with them.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I just want to pay what I was promised.

Business Response: Initial Business Response /* (1000, 10, 2015/04/15) */ The bill Increased in November due to discounts that had expired, when you called in when did renew some discounts on the account of $10 that are good for 12 months. No guarantee was made that you rate would be good for 12 months and unfortunately you where affected by a yearly increase in January. Initial Consumer Rebuttal /* (3000, 12, 2015/04/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was a guarantee for 12 months I was going to change to another company when I called. ***** was the one who told me the new price for 12 months, had I known they were going to jack the price back up I would have changed in November. I feel like she told me that not to switch companys. Final Business Response /* (4000, 14, 2015/04/23) */ When you called in on December 5th, 2015 we provided new discounts that where good fro 12 months, this did not guarantee the monthly rate would stay at this rate. Unfortunately in January you where affected by a rate increase the caused you monthly rate to go up. We have had new discounts come available this week that allowed me to get you monthly rate down to $96.25 before taxes and estimated with taxes $106.18. These new discounts are good until April 21st, 2016. These new discounts do not guarantee your monthly rate. You can be affected by in rate increases. If you have any further questions please give customer care a call at 866-496-9669. Final Consumer Response /* (2000, 16, 2015/04/24) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I accept the 106.18 I do feel I should not have had to go this way to get it. Thank You very much.

4/22/2015 Delivery Issues
4/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The product and the cost was not what the salesperson told us. After spending a great deal of time on the phone with sales people from WOW and from another provider, both very competitive and each one making offers in an effort to out do the other I made the decision to go with WOW based on the information from these calls. There were 3 things that convinced me to chose WOW and when the installer came we found out that what I was told would not be honored. 1.I was told they would bring a extra long cable that goes from the tv to media player (because of the way out tv is set up over a fireplace) The other provider was honest upfront and said they would not provide it so this was something I verified at least 3 times and was assured your company would do. 2. I was told that we would get ******* for free (I was told this during my decision making time when I had mentioned that the competitor offered more channels). 3.And that I could have 2 *** players for the price of 1. The installer came and did not have the longer cable, laughed when I said ******* was included and only had 1 player. I should have just stopped right there but I did not want to go through the exhausting task of switching. I called WOW and they scheduled someone to come out on the 27th to bring another player and a longer cable. The installer returned on the 27th and hooked up the 2nd player but did not bring the longer cord as promised again. After the installer left I called and asked to speak to a supervisor, spoke with ******* He didn't seem to care at all that the salesperson(******) gave false information in order to get our business. Considered cancelling then but again I did not want to go through the exhausting task. Then we received our first bill. Billing date 2/23 for $282.14. It said we were past due and it had late fees. I was expecting, based on what I was told by ****** for the bill to be $101.00. Note: I know that cable companies are famous for adding on numerous fees so I made it clear when talking with ****** that I wanted to know what the final bill would be so I could make an informed decision. I called and spoke with ***** on 3/4 and explained all of the above. I was told if I made a credit card payment of $122.85 that the account would be paid in full at that time. I then received the next bill with more late fees and past due notice and talk of more collection fees etc...and the amount was not adjusted as promised by ****** On 3/28 I called and cancelled the service completely. I was told the final payment would be $172.98. Based on what I was told I feel that the final payment is $95.98. On 3/30 we returned all equipment to our local office and paid $95.98. Then we received a "Final Notice" showing we owe $173.90 and outstanding equipment worth $1900.00. On 4/3 I called and talked to ****** and explained all of this but was cut off in the middle of the conversation and did not call back. We have a high credit rating and have never had an issue with payment of bills. It would have been easier to just pay the bill and be done with it but it's not right!!!! I have spent hours and hours dealing with this. It has cost me a ton of time that I don't have and certainly didn't want to spend, dealing with this. I have spoke with many friends and family and find that I am not the only one with complaints about your company. I am requesting that you take my account balance to $0 and stop sending bills and notices. That is the very least that you can do.

Desired Settlement: We would like to have the amount due removed from our account. Actually we would like to be reimbursed for everything we have paid to WOW to make up for the time and inconvenience.

Business Response: Initial Business Response /* (1000, 5, 2015/04/15) */ I have issued a credit to the account to take care of the remaining balance of $77.92 do the situation with the information you have provided to be about the install and ******* service. i apologize for any inconvenience we have caused you. If you have any further questions please give customer care a call at 866-496-9669 Initial Consumer Rebuttal /* (2000, 7, 2015/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

4/16/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WOW******************* refuses to credit my account $25 for a referral I made. In November I referred a friend, **********, to WOW*******************. Wow was supposed to credit my account $25 for this referral. They have since refused to credit my account saying because I had a small past due balance this has absolved them of the right to credit my account. They hide the terms of referrals deep in their website, and even though their advertisements make this look like a painless process, it truly is not. This is a classic bait and switch, and if the *** can't solve this I will be following up with a class action suit or in small claims court.

Desired Settlement: I want my $25 credit. If this cannot be done I ********. I **** also file complaints on **************** and social media so people **** know Wow treats long term customers with disdain and contempt.

Business Response: Initial Business Response /* (1000, 15, 2015/04/08) */ Unfortunately that account did not qualify for the referral credit because of a past due balance on the account. Referral must be initiated online prior to new customer's subscription to ***! service. Installation of a new ***! subscriber must occur within sixty (60) days of the online referral. After sixty (60) days, the referral is no longer valid for this promotion. Both you and the referred friend must be a paying ***! customer in good standing for sixty (60) days before credits are processed. If the referring customer cancels their account, all remaining referral credits are forfeited. A referral credit has no cash value, is non-transferrable and **** not be refunded. At the time of the referral credit, both the referring and the referred customer must be current in their payments or the credit **** be denied. Offer available to new residential customers located in ***! wired and serviceable areas only. ***! employees are not eligible for the referral program. The terms of this program may be changed at any time without notice. Offer is a limited time offer and may expire without notice. Offer restrictions may apply. The ***! A Friend program may not be available in all ***! serviceable areas. Initial Consumer Rebuttal /* (3000, 17, 2015/04/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no mention in their advertisements about these requirements. My complaints to the Ohio **************** and the**** took place within the 60 day window. Wowway purposely dragged their feet on this to outside the 60 day window before they responded to any of these complaints. A brief look on the****'s website shows many unanswered complaints, because like *********** and **** they simply don't care about their customers. They are a ******* company that****** and ******** their customers. I wouldn't recommend their substandard service to anyone in the future, hence one of the reasons they have 1 star reviews with Yelp, Google, ************, ect. Fine don't give me my referral fee. I have filed over 20 different reviews of their garbage service, and their **** and ****** tactics on many review sites, and have encouraged others to ****** their service to other vendors. I also contract for many business clients as a IT professional and ***** certified network associate, and I have purposely looked over *** in referring them to other local business customers because of this. This is the end result of being a ******* company. If *** is willing to give me my $25 referral I **** rescind my reviews of their company. If not they **** stand, and I **** post others about their service, their months of failing to respond to my**** and ** complaints, amongst other things. If Google Fiber expands to Columbus or another like vendor I **** be ******ing service. Final Business Response /* (4000, 19, 2015/04/15) */ I have issued a $25 credit to the account for this situation but the account did not qualify for the referral because of the past due balance in the future please be aware of the requirements of the friend referral. Referral must be initiated online prior to new customer's subscription to ***! service. Installation of a new ***! subscriber must occur within sixty (60) days of the online referral. After sixty (60) days, the referral is no longer valid for this promotion. Both you and the referred friend must be a paying ***! customer in good standing for sixty (60) days before credits are processed. If the referring customer cancels their account, all remaining referral credits are forfeited. A referral credit has no cash value, is non-transferrable and **** not be refunded. At the time of the referral credit, both the referring and the referred customer must be current in their payments or the credit **** be denied. Offer available to new residential customers located in ***! wired and serviceable areas only. ***! employees are not eligible for the referral program. The terms of this program may be changed at any time without notice. Offer is a limited time offer and may expire without notice. Offer restrictions may apply. The ***! A Friend program may not be available in all ***! serviceable areas. Final Consumer Response /* (2000, 21, 2015/04/16) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this as long as the $25 credit hits my account by the time of next billing. I just checked my account and there's no $25 credit on it yet. If the $25 credit does not appear on my account by the next billing statement I **** be contacting the**** to reopen this case. Thanks.

4/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I see WOW service trucks everywhere in my area. In fact, I've seen them in my subdivision. Yet, every time I've attempted to order service, you've told me that my address is not serviceable. I'd like a more detailed answer please. Do you service my address? If not, what is the closest service connection? Can I pay you to build out to my address? Do you have any existing plans to extend service to my address?

Desired Settlement: I'd like to order TV and Internet service at my home on **** ****** ****** **** ******** ** XXXXX

Business Response: Initial Business Response /* (1000, 10, 2015/03/26) */ unfortunately we do not have service in **** ******** We have no plans at this time to expand her service to this area.It would cost millions of dollars to expand our service to this area. Initial Consumer Rebuttal /* (3000, 12, 2015/04/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) LOL. Thanks for the succinct response. However, I'm afraid the brevity was a symptom a lack of care in investigating the issue before responding. I've seen your trucks IN MY SUBDIVISION. ON MY STREET. Yet you say there is no service in **** ******** Please clarify and provide accurate information. Thanks. Final Business Response /* (4000, 14, 2015/04/15) */ I understand you by see WOW! trucks in your area. Unfortunately this does not change the fact that we do not have service in your subdivision. I would recommend that you speak with the Manager of your subdivision.

4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: This agency does not provide documentation regarding billing inquiries or changes for customers and provides inaccurate information. I contacted Wow in January 2015 regarding a billing dispute (I was being charged for channels I did not agree to). The representative indicated that she corrected my account and gave me a specific dollar amount to pay as the result of the modification. She could not provide me documentation and indicated that the website wasn't real-time so it wouldn't reflect the correction for a week. I made the payment on 2/13/2015 and a week later my account was still not updated. I called again for support and was told that my account had not been corrected. This representative said he would credit my account, but again could not give me anything in writing and indicated the account would not update in real-time on the website. Today, 2/24/2015, I checked my account and it now says past due. I contacted them again and the person I spoke with said the last representative did something wrong and he would fix it. Then he put a supervisor on who was rude and unhelpful. She proceeded to tell me the representative was wrong and that the account was handled correctly but that the website wouldn't update and she couldn't give me anything in writing so I'd have to wait for my next paper bill on 3/13/15. I am appalled that this organization would refuse to provide anything in writing to a customer of over a year to support their own inaccuracies. I have had nothing but issues with billing, technical support, services, and so on with nothing in my own hands to support these issues (however I have continued to pay my bills in full and on-time). Their business practices with customers are questionable and the fact that their website cannot operate in real-time in 2015 is crazy. If it were up to me I would have any other provider for cable and internet, but my apartment complex has signed a contract with them so we get no other option. I will be moving in 60 days and will be glad to no longer have to deal with Wow cable, but in the meantime I have reached my limit and want to ensure that this organization is being held to an approrpiate standard as a member of the Better Business Bureau.

Desired Settlement: I would like to be credited back the amount I was told to pay by the initial representative as compensation for the amount of time and energy I have had to put into this situation simply because no one give me anything in writing and their website is archaic. The organization has staff desperately in need to training, I am not sure if the BBB can enforce that, but I think it should be strongly recommended. Additionally, they need to update their website to operate in real-time to help mitigate issues like this.

Business Response: Initial Business Response /* (1000, 5, 2015/03/05) */ On 01/11/14 ***** and ****** was add to the account with a discount that provided this service free for 12 months that each month the bill stated this discount was only good for this time period. This discount expired on 01/11/15. ***** and ****** was removed as of 01/24/15 when request and additional discounts where added to the account at this time. Multiple credits have been issued to the account. Initial Consumer Rebuttal /* (3000, 7, 2015/03/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am on the phone with them again, after another conversation on 3/1/15 regardind billing errors. A manager by the name of *******/****** indicated that their own staff made errors on my account by placing the credits, that I was owed, in the wrong "bucket" which resulted in my service being shut off and my account showing as deliquent. I was told on that call that my account would be corrected due to their error to $25 total. I am reviewing my bill now and it shows $205 owed past due. How is this possible when their own manager assured me that my account for the prior cycle would be $25 and my current cycle should be roughly $121. Those amounts together do not equal $205. This company has done me wrong over and over and over. They need to make this situation right. Final Consumer Response /* (4200, 11, 2015/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The organization continues to respond to this complaint with information that I already know. They have not done anything to truly correct the poor customer service provided. I recognize the account was corrected, it was corrected because the staff made errors (multiple errors leading to three months of calls to the organization and my complaint to the BBB). The only reason the account is fixed is because I have consistently had to follow it and make calls into their customer service. The account is not correct because the organization did their job. I want to be credited back funds as requested for their lack of accuracy or support. I am not satisfied with the current outcome or response from this organization. Final Business Response /* (4000, 13, 2015/04/02) */ We have issues multiple credits to the account, no further adjustments will be made to the account for this situation.

4/14/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Resolved late fee issue, brought account current, new fees charged, late fees compounded on those new charges. WOW contacted me in February to indicate that my account was past due and that service was to be interrupted. I called and spoke to a representative on 2/22. We cleared up the confusion and I paid the agreed upon amount to bring my account current. I inquired about service interruption and was assured there would be none. An hour later, my service was interrupted and I had to call back in and advise them that I had paid and my account was current. Unbeknownst to me, they charged me a $22 reactivation fee! As part of preventing any future confusion, I (through my bank) scheduled payment in the amount of my contract to be delivered monthly, several days prior to the actual due date. Yesterday I receive an automated call telling me that my service is going to be interrupted. I checked my bill, and discovered the reactivation fee for a disconnect that I was assured would not happen and the subsequent call to reactivate. I also discovered that it was applied to my last month's bill, so they are now trying to pile a $10 late fee on top of it to compound the issue.

Desired Settlement: The resolution I expect is the extraneous $32 in fees removed from my account and no further games regarding billing or unwarranted service disruptions.

Business Response: Final Consumer Response /* (2000, 6, 2015/04/14) */ I called and spoke to customer service representative, Lucas. He was not willing to assist me, so I requested a supervisor. He was reluctant to allow me to escalate but I insisted. Spoke to call center supervisor, ****. I explained the situation to her and she agreed to resolve the matter. After placing me on hold for a few minutes, she came back and assured me that the $22 reconnect fee would be waived, as would the $10 late fee. I confirmed that the only amount due is the normal monthly service charge and she agreed. I asked her to confirm that the service would not be interrupted. She confirmed that service will not be interrupted. This matter is now closed satisfactorily. Thanks!

4/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Customer service misinformed me, now to downgrade I will pay more per month. Called January 16, 2015 to inquire about 50mb Internet speed. Customer service rep informed me he could give me a one year promotional price that was approx to what I was paying for at the time (was paying 49.99 for 25 mb Download speeds) and was also told that if I chose to downgrade I would return to my previous speed and price. I called back on March 9, 2015 to downgrade since I was getting nowhere near 50mb speeds and was told to do so I would now pay an increased price of $61 plus tax and that the prior rep who upgraded me gave me the wrong info. So I believe your rep on good faith and if I downgrade, now I must pay for his mistakes?

Desired Settlement: Reinstate my previous Internet speed and price.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ *** ***** has been placed into a new promo with the previous internet speed as of 03/23/15.

4/1/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WOW cable has alleged I did not return approximately $3500 worth of equipment which was picked up at the same time as the main receiver by a WOW. In July, 2013 my husband and I moved to an area not available in WOW's network. We rented our old house to close family and friends who arranged to have WOW (at our recommendation) connected the same day a WOW technician was supposed to come and pick up our old equipment. The new instillation was completed and the old equipment taken, however according to WOW only the main receiver was returned and none of the other components. In August, 2013 we received a bill from WOW for the equipment, I called WOW and told them the equipment had been picked up and was told they would check their warehouse. I did not receive any communication from WOW until March, 2014 when we received a collections notice for $3500 for the alleged outstanding equipment. No attempt to contact us via mail or phone has been made since March, 2014. The only communication regarding this have been from my attempts to resolve the issue after discovering it on my credit report. I have initiated several phone calls and have been told that WOW would check their warehouse and get back to me. I did not receive any follow up and have had to start over with a new representative each time I call. The end result of which being WOW assuming I have stolen the equipment and refuse to further investigate the situation or propose a solution. Since March, 2014 WOW has not attempted to collect this debt or take action towards a solution, yet placed a large blemish on my credit report. I firstly question how secondary receivers can equal $3500. It is interesting to me that the main receiver which controls the entire system costs less than the individual secondary receivers, and that it was the main receiver which was returned. I secondly question why no attempt to investigate, collect, or resolve this has been made by WOW, why has the only action been the placement of the alleged debt on my credit report. It is both extremely upsetting and infuriating that the company has assumed and maintained that I have stolen the equipment without any investigation. I have never stolen anything and this is an unfair allegation against both my character and my financial well-being.

Desired Settlement: I would like this taken off of my credit report immediately.

Business Response: Initial Business Response /* (1000, 8, 2015/02/25) */ When the technician was out at this address he did not have access to the house. No equipment was picked up. A new customer was already moved into this address. We checked with the technician and our warehouse this equipment cannot be found. At this point we need a receipt providing proof the equipment was returned. These charges are valid and will not be removed. Initial Consumer Rebuttal /* (3000, 10, 2015/03/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) The WOW technician certainly did have access to the house as evidenced by the fact the main receiver was found by your warehouse. The only documentation left from him was a paper stating the new customers were shown how to use the equipment. This document was not signed by the technician and gives no further information. No such receipt was provided. Final Business Response /* (4000, 16, 2015/03/27) */ We have sent this to the collection company to have the credit report updated and have this information removed. I'm sorry for the inconvenience we have caused you with this situation. Final Consumer Response /* (2000, 18, 2015/03/31) */ (The consumer indicated he/she ACCEPTED the response from the business.) My goal was to have this unfair charge removed from my credit report. Provided this happens as stated above I will be completely satisfied with the resolution.

4/1/2015 Delivery Issues
3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The sale rep did not inform me of the $50 install fee. I talked with multiple sale reps and none of them mentioned this fee. Service was installed on 3/11/2015. Bill was paid with credit card on 3/18/2015. I paid the disputed $50 charge. Wow! Account# XXXXXXX

Desired Settlement: I wish the company to refund the installment fee since they did not inform me of this fee until a week after the install date.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ I have adjusted the $50 install charge. This credit will show on the next bill statement. Initial Consumer Rebuttal /* (2000, 7, 2015/03/30) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was told that I would only be charged a $50 fee if the error was my fault. It was an install error, so I should not have been charged. The emails I sent them below summarize the issue I have with them fairly well: This is my second email and third attempt to contact you about an issue I'm having. This was my last email message: "Hello, I was charged a $50 service fee for a technician that came out. I was told that if it was something wrong with how it was installed or the service that I wouldn't be charged. The technician came out and investigated for about an hour and found that there was some part that he had to install outside to fix the problem. To me, that means that it was installed incorrectly the first time and I shouldn't have been charged. When I called customer service to have the charge removed, they told me that the problem was my fault (like I would know that there was a missing part) and that I had to pay the charge. I then spoke with a store manager named ******* and they said that the problem was reported as being my home router. I explained to him that the technician checked my router and that wasn't the cause of the problem. It was the first thing he checked and it didn't contribute to the problem in any way. ******* offered to cut the charge in half, but I refused to pay that. I've been a loyal customer for years and it's upsetting to me that the people representing your company are acting like I'm a liar and basically telling me oh well; too bad. This isn't about the money. I could easily pay this charge now. It's about how I was treated. That no one offered to investigate the issue further and get back to me. And that I was told that no one could help me, even if I sent this email. It says above that someone will get back to me within 48 hours. If no one does or no one helps me, then I'm sorry to say that you'll have lost a customer and I'll be looking to other means of reporting this issue. Thank you. -**** ******" It's been over 48 hours since I sent that message to you and I have yet to receive a response. I'm asking for help with an issue I'm having and I'm just being ignored. All I want to know is if someone is investigating my claim or do I need to escalate this further.

Desired Settlement: I want the $50 charge removed from my bill and an apology. If I get both, then I'll continue my service with them.

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ The $50 charge was removed from the account as of 03/10/15.

3/31/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A guy named *** has came to our house twice on two different days saying hes from WOW! cable we've told him that the people who live here (meaning us) are out of town and will be back sometime next week for a family issue, My brother-in-law answered the door the guy *** says hes looking for her he's not giving out any information and telling us there is only two days left for this to be handled, when the guy from WOW! walks away my brother in law goes to ask him name and he refuses to answer anything and threatens him saying "F you" "I don't have to answer s***" "next time i come back here you and i are going to tangle".

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a apology from the company and all the fees to be waved to get their equipment out of my house.

Business Response: Initial Business Response /* (1000, 8, 2015/03/18) */ I spoke with *** ****** and apologized for the situation with the technician and escalate to his Manager and offered to waive any charges to get service restored.

3/31/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Had trouble with our internet connection since getting on service with WOW. Called in several times about the same issue. They offered to send out a tech. Didn't mention it would be $50 to send him out. Offered me a $10 discount off my bill from the poor service that has been provided. Service tech came out & did his diagnosis. He came to the conclusion that their modem with a built-in router was not working the way it should & said they had several people with the same issue. Told me to go out & purchase a wi-fi extender to fix the issue. The modem is located in the basement & I can't get service 15 feet from it. I pretty much have to hard wire everything I want to connect to get internet or get the wi-fi extender. Said it would be $40 if I got it from them. I could find one on-line for like $25. Never mentioned it would be $50 for the service call. I was under the impression they were trying to fix a constant issue that I have been having with their service. Got the bill a few days ago. I opened it last night to see the charge. I called their customer service to only be told that it's $50 for the service call if I don;t have their protection plan. The service has never worked properly. I have their enhanced service of 30 Mbps that runs $72 per month but have a $20 discount for 12 months. In my calls in the past they only remote accessed the modem. Only to have me call back after been frustrated the intermittent service & call back. I once asked the support tech if this was something I was going to have to do a monthly basis. He said, no. Issue was never resolved until the tech came out. I feel shaded & mislead about the service charge. Never to be informed, never signed anything when the tech came out for a $50 fee. IF they would have informed me, I would have told them I will find another service provider. I had to purchase a wi-fi extender for both the basement & living room. It cost me over $100 for this equipment. Lived in this house for three years now & hadn't any trouble with another provider. Was discourage by the other providers pricing for their enhanced service. I don't know all the laws to this type of service charge. I'm willing to bet they have to give me some notification of the charge for me to decide what I want to do about it. They didn't inform me, they sent me a bill a week or two later with the charge on was my first notification of the charge. This didn't sit well with me & the lady that took my call was very adamant about the charge being up to the tech & she couldn't do anything about it. I called again today to make sure before I sent in the complaint to BBB. Was told by the customer service guy that sounds like the wi-fi extender fixed the problem. I asked him why is that I can't access the internet 10 to 15 feet away from the modem with directly line of sight? He didn't have an answer. I asked why have I never had this issue in the past with other providers? He didn't have an answer. Stayed firm about the $50 charge.

Desired Settlement: All I really wanted from the two calls their support was to be credited $50 for the service charge. At this point, I'm displeased with the service since day one. I would like to get a credit for them not being able to provide the service they are billing me for monthly. Say $50 for the service call & $20 month for each month billed would be nice. Since it worked only part of the time & I did call with issues several times. I'm in the process of switching services after today's phone call.

Business Response: Initial Business Response /* (1000, 10, 2015/03/19) */ A credit of $50 was applied to the account to take care of the technician fee and a $20 adjustment for the problems with the service. The issue was escalated to a local CEO Advocate to have lead/Supervisor work on resolving the connection problems.

3/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wow was internet service provider from May 2014 to June 2014. I disconnected because of extremely slow performance. The tech came, spent over 3 hrs. and said nothing wrong with wow equipment. I call cust service ******* and disconnected service as my work and children school work was getting hampered. We settled there was nothing outstanding as it was within warranty period and I specifically mentioned I should not be charged for the Tek visit and she agreed and promised to make notes.Suddenly I got bill for $52.47 from ****** *********** a debt collection agency of WOW. They made repeated calls and warned of reporting to my credit agencies. Oct 7th I call wow and explained situation to ***** ***** ****** to refer to the phone recording of June 6, 2014 because the issue was settled. She promised to get back within a week and I never heard back. Meanwhile the ****** *********** ** kept pestering me. I quickly figured out that WOW and credit agency are not talking to each other so I decided to bring them in a conference on Nov 17th 2014. ****** from WOW and ******* from ****** ******* They wrangled over the phone with me being stuck. The rep from wow disconnected. ****** from credit fear framed the message that they already reported it to my credit bureau and I was better off making the payment and deal with WOW later. I made the payment for $52.47.Called *** in WOW and he and his supervisor **** ******* promised to resolve the issue. I never heard backCalled again ***** on Dec 2nd: she promised $52.47 credited to customer and check will be mailed out in 2-3 weeks. Will get the bad credit off my report. Never heard back nor received creditCalled Jan 2nd 2015 ****** and supervisor **** ******* and they mentioned research put a hold on check and **** said it was wrong and he will make sure my check is sent. He said he will call. Never heard from him.Called March 3, 2015 ***** ******* and supervisor **** ******** And they said check will be sent in 3 weeks.Lost faith on WOW.Hope CEO can help. Product_Or_Service: Internet Service Account_Number: A/C - XXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would be happy if it helps WOW to retrospect and introspect and take a leaf out of ****** book when it comes to customer Service. This was a clear case of customer harassment. This took my valuable time following up and also peace of mind while dealing with a bad credit collection agency. I hope this time they issue the check for $52.47 owed and promised. As entrepreneur and professional I charge my customer 80/hr. Can wow compensate me for all the time and lost peace of mind?

Business Response: Initial Business Response /* (1000, 10, 2015/03/18) */ The money back guarantee does not cover the technician charge for a non WOW! related problem. This was a valid charge and will not be refunded as it is not covered on the money back guarantee.

3/30/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill from wow for $317.00 When I called them to question the bill they said I didn't owe them any money and that it must have been a billing error. At this time I have not had WOW cable service for over a year. After receiving this bill I had moved to a new house and didn't receive any more bills from WOW. I then notice a collection on my credit report for WOW cable company and I called them again to question the bill. The customer service center then stated that it wasn't a bill for cable but a bill for equipment. I then asked how I could be told that I don't owe any money and the reply was that equipment charges show up on a different system. I disputed the bill because the equipment was turned in but I no longer had the receipt so I just ended up paying the bill. I then asked if they could see when I called in and asked about the bill and was told that I didn't owe any money. The response was yes I see that. I asked them to remove it from my credit report because I was given false information by WOW and they told me it wasn't possible to remove it from my credit report. I have since tried to get a few business loans and that collection report even though it is paid is stopping me from receiving any loans. I would like some help in getting the collection off of my credit report. Account_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Having the collection history removed from my credit report.

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ The write off balance of of $370 are valid charges that the customer paid in full on 10/21/14. This will not be removed from the credit report and could of been avoided with the account being taken care of when service was disconnected.

3/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: June 2014 my house struck by lightning and fire. Had to move to a place without WOW. Wow on Seasonal. Did not terminate early! In Collections. For many years, I had a contract with WOW to provide cable, internet and phone for my home business in my residence. June 19, 2014, My residence and home office were severaly damaged by lightning and fire, causing me to move for renovation. My Insurance Company leased an apartment for me, according to their specifications, to live until I could get back to my residence. My temporary apartment residence did not furnish WOW cable, internet, or phone, which are intrinsic to the life of my business. My only option living there was **** ****** for cable and internet and **** for phone. I was forced to go to **** ****** / ***** This made WOW mad at me, not at the apartment complex where I had to live. I tried to tell them it was not my choice, I was not allowed WOW Cable/Internet/Phone in this apartment complex. WOW reluctantly gave up my phone number, and put my other WOW Services on "Seasonal." It took many calls over three days time, when WOW finally relinquished my telephone number to ***** but they decided that I had to pay $245.00 for "early termination." They wouldn't accept the fact that it was not I, who terminated with WOW, because I was put on "Seasonal" until I got back in my residence. After many phone calls from myself and my son-in-law,they finally said they had the matter under consideration The next thing I knew, however, is that the $245.00 "early termination fee" was put in a professional debt Collections system, which is now threatening to get a judgment against me. As if the damage to my home were not enough to deal with, the anxiety over this debt collection is too much for an 81 year old person to handle by myself, and I am suspicious that WOW knows that, so they are paying no my attempts to get them to lift these charges. Furthermore, since January 2015, WOW has begun to charge me again for full services, when I am not even in my fire-damaged residence! I finally got that straightened out. I think, although I just received a new bill for $94.00 for a "final payment" for discontinued services. They said I am still on "seasonal"and that when I come back to my residence, I can be reinstated without charge, so we shall see. However, the problem of my "early termination fee" of $$255.32 still remains unresolved. they won't listen to me. I hope you can help me. I don't know if this is a typical practice of WOW, however, some complaints I have read about their billing practices may suggest it is more wide-spread than just mine. WOW said that they stood with their story that I had to pay this bill for "early termination." I am not guilty of "early termination." I guess an act of God's striking my house with lightning and fire is my cause for early termination, so I should not have to pay for it.

Desired Settlement: I want WOW to acknowledge that their charges of $255.32 for "early termination," are wrong, and to take the charges of $255.32 off their books, my credit report or any "Collections" report, and see that no further billing goes out to me for services that I am not getting from WOW. The only thing I am paying for is "Seasonal hold." I WANT NO MORE BILLS FROM WOW for Cable/Internet/or PHONE, until I resume services when my house and home business office are restored, possibly in May 2015. Furthermore, I want WOW to inform ****** *********** *** that WOW was mistaken in making these charges against me, and that they should not have put them in "Collections." Above all, at this time in my life,at 81 years of age, still trying to maintain a business, I do not want any adverse reporting to my Credit Report. I will be happy if you can help me accomplish these two things.

Business Response: Initial Business Response /* (1000, 5, 2015/02/26) */ This is business account that was under contract and was charged an Early Termination for canceling service. Unfortunately this is a valid charge and cannot be waived. Initial Consumer Rebuttal /* (3000, 7, 2015/02/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) CHARGES ARE NOT VALID. I did not lightly cancel my phone service, and get another. I DID NOT HAVE A CHOICE TO CHOOSE TO CANCEL MY WOW SERVICE OF MY OWN FREE ****. I was forced to give up my WOW services and phone, BECAUSE MY HOUSE WAS STRUCK BY LIGHTNING AND FIRE, and I was also forced by my insurance company to LIVE IN TEMPORARY HOUSING THAT WOULD NOT ALLOW ME TO HAVE WOW phone, cable or internet service ****** at ******** At 81 years of age, I had to have a phone immediately FOR SAFETY and HOME BUSINESS REASONS, and I expected to resume WOW phone, cable and internet when I returned to my burned out home, signified by the fact that I had other WOW services put on "seasonal hold." I won't be able to return to my home until May or June - one year from the date of the fire. To add insult to injury WOW recently attempted to charge me for the initial full service bundle for 2015, WHEN MY RESIDENCE IS STILL NOT HABITABLE! I AM STILL NOT ABLE TO BE IN MY RESIDENCE! AGAIN NOT MY CHOICE! I was able to get WOW to stop those charges and to say that I will not have to pay anything to be reinstated when I get into my residence, whenever that is. But until then, I am still being charged for something that was not my fault - I didn't breach any contract of my own free will - I HAD A CATASTROPHIC LOSS TO MY HOME, AND MY SON AND I WERE LUCKY TO GET OUT ALIVE. We do not need to be persecuted further by WOW not removing these invalid charges. SHAME ON THEM TREATING A LONG-TERM CUSTOMER THIS WAY. Final Consumer Response /* (4200, 12, 2015/03/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this proposed resolution!This has been a horrible experience with WOW, and needs to be investigated for the practices that they have employed with me, and I'm sure with others. They absolutely did not address the extenuating circumstances of my having to temporarily leave WOW, because of a catastrophic fire, not something I agreed to when I signed on for phone service with WOW! They did not address the fact that they left me without phone service for days, putting me at risk for my personal safety or for my business needs. Any business should really beware of WOW. Even if they had no mercy or compassion for my losses, they should consider that it is not good business for people to find out about what they are doing here. And I intend they find out. I was not responsible for my WOW services being struck by lightning! I had no control over where my insurance company sent me to live temporarily, where WOW service was unavailable. THAT WAS NOT MY FAULT EITHER. They also did not address the fact that I am still paying monthly for my WOW account to be on Seasonal Hold, and I am paying for services I don't receive! I pay every month for this account being on seasonal hold, yet they still insist I terminated a contract by my own free will. They will not accept any responsibility for their failure to provide services where I am now living,but would rather persecute me than to try to work with me to maintain our agreements with each other. I wonder how many other old people they are treating similarly. I consider they are harassing an 81 year old widow, who was burned out of her home and am still not able to get back in until the work is done (a year in June, maybe). Clearly, they have no compassion or empathy for my losses, but want to pile on more stress and expense. What kind of entity does business this way, clearly lacking any ethical or moral sense for circumstances beyond my control. This is horrible treatment. Do I have to go to the Consumer Financial Protection Bureau with this, or "6 on your side?" I need somebody on my side! Final Business Response /* (4000, 20, 2015/03/26) */ I'm very sorry to hear about your situation and hope for a quick recovery for you. Unfortunately this still does not change the contract signed for the business account. The early termination fee is still valid and cannot be removed. I don't know if you have checked with your Business insurance company? This maybe something they would be able to assist you with financially.

3/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On February 6, 2015, a sales representative came to our door regarding WOW cable service. This call was unsolicited on our part. The salesman's ID is **** and his name is ***** ******* We let him in as it was very cold and he started explaining WOW's cable service. Prior to this visit we had not considered changing from our current cable service **** He explained the service and all that it offered and we initially told him that we were not interested but he said we should try it as it was much better than *** and we would like the change. We advised him that our daughter had WOW and she didn't like it but he said it was improved. We were still not sold so he stated that we could try it for a few weeks and if we were not satisfied with the service we could cancel and there were be no charge to us. With this promise we decided to try it, but we did not cancel with *** in case we didn't like it we wouldn't lose our current billing arrangement with *** as he had a difficult time matching the rate we had with **** On 2/6/15 the WOW equipment was installed and on 2/9 or 2/10 we called to cancel and contacted *** on 2-10-15 to reinstate our service. We were unable to return the WOW equipment until 2-16-15 as the store in ************* **** was closed until 2-16-15. We had already received a bill for $192.90 and I asked the representative about the bill and he didn't know anything about it and said we would be contacted. On February 21, 2015, we received another bill which showed a credit of $132.64 leaving a balance of $60.26. I contacted the company disputing the charge of $60.26 as we had been told that there would be no charge if we did not what to keep the service and the sales rep had told us to try it for a couple of weeks and their would be no charge if we did not like the service. Well, we did not like the service and had tried it for less than a week as we disconnected the equipment. I did call to see if someone would come to pick it up and was ad d Product_Or_Service: cable service Order_Number: XXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the $60.26 plus any late charges credited from my account and for WOW to honor the commitment made by their representative that there would be no charge if we did not like the service. WE did not keep the service for weeks before coming to the conclusion that we did not want the service, it was a matter of days. We did call *** on February 10th to reinstall our equipment. WOW also needs to send someone out to take up their cable which is laying on top of the ground in my yard

Business Response: Initial Business Response /* (1000, 5, 2015/03/19) */ All charges have been removed from the account leaving a $0.00 balance. The line should be gone from the yard. If you have any question please call customer care at 1-866-496-9669. Initial Consumer Rebuttal /* (2000, 7, 2015/03/25) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/24/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I signed a contract guaranteed till 2016 for $102.50 plus tax for a total of around $107.00. The first months of service the bill came correctly. then it jumped $7.00. Called my rep (*** XXXXXXXXXX) was told to pay $106.74 for November. Bill came in December for again $114.91 while I was on vacation which was paid although incorrectly billed. Recieved January bill for $123.18. Called account rep ***** ***** on 2/9/XX (XXXXXXXXXX) as *** no longer with company. He said he corrected it and told me to pay $99.56.Received February bill for $137.82. Again called ***** on 3/2/15 took off late fee of $10.00 Applied $20.00 credit was told to pay $107.82 Received disconnect notice on 3/5/15 for $137.82.This morning (3/9)it was disconnected. Called ***** who immediately turned it back on. I have done everything I have been told to do yet these guys can't get it right. All I am asking for is the contract I signed for $102.50 plus tax. I have paid and been on the phone for hours now to no avail. Can anyone help me?

Desired Settlement: The contract they wrote and I signed is for $102.50 plus tax. I just want them to honor it.

Business Response: Initial Business Response /* (1000, 10, 2015/03/19) */ The monthly rate on your account right now is $101.50 a month + taxes and estimated with taxes is $107.82. Your WOW! bundle is Guaranteed until 2016 as stated on your bill statement each month. Additional WOW cable TV services, WOW Phone services, products and services, taxes, surcharges and fees and additional discounts are not guaranteed. Initial Consumer Rebuttal /* (2000, 12, 2015/03/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

3/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Business Response: Initial Business Response /* (1000, 12, 2015/03/12) */ This account has been fully closed and a refund check was mailed out to the customer on 01/29/15 for the credit balance.

3/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When requesting a downgrade in my services , the wowway cable representative demand from me to pay a fee and an additional charge to pick up the equipment. Just recently I downgraded my service by eliminating the channels of ****** and ***** and was not charge these fees. I requested the representative to point out on my service contract were it states this and he was unable to do so. I feel this is unfair business practices. The wowway representative was a ***** ******

Desired Settlement: DesiredSettlementID: Other (requires explanation) woway to pick up the equipment at no charge and not charge me a downgraded fee.

Business Response: Initial Business Response /* (1000, 10, 2015/03/05) */ WOW! does have a standard downgrade fee when a technician visit is required and for downgrade no requiring a technician vist. You can find this Information online at www.wowway.com, Under get WOW!, Browse Packages and Additional Services and Equipment. We do offer a service protection plan at a month charge that can waive some of these charges.

3/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I received a flier advertising a specific price for a bundle. when I called to get said advertised price i was told I would have pay $20.- $35 more. I received a flier(which I still have!)about a year ago advertising a bundle for $85.00 a month.There was a full page of text and graphics describing all that you would get for $85.00 a month.I called and requested said bundle. At the end of the call I was told it would cost well over $100.00. I disputed this and asked to talk to a supervisor. We talked and I informed this person that I wanted the advertised price, I pointed out that that they had a whole page of text to mention these additional costs. He said they were written at the bottom of the page. There was writing there but it was so , so small I couldnt read it. I said I believed this was a dishonest buisness practice and also a bait and switch. After a bit more discussion where your company was mentioned they agreed to give me the bundle for $88.50 a month which I thought was a fair compromise.I was PROMISED this price until 2016! For the first 4 months each bill was priced over $100.00 and I would have to call again and have the same argument over and over. Then the bill started coming at the right price for the next 6 months or so.Lately they have been adding about 5.00 a month and now my bill is over $100.00 again!I called and they said they had a rate increase , I said I was sorry but I was promised in print and on the phone that I would pay the same price until 2016. Ive called twice in the last 2 days and have had no luck with getting my advertised price back, the last lady was very rude, I work very hard for my money ,I shouldnt have to be treated wit disrespect by a service provider that I am paying!

Desired Settlement: I would just like to have the price I was promised in the flier.I would also like them to stop trying to stop adding "additional phone charges" or " additional internet charges" or the we had a rate increase trick to try to get out of giving me what I was promised many times. If they are going to run a buisness , do it with some honor!

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ The bundle price, that the consumer currently has is guaranteed until 2016. The discounts that were on the account were only good for 12 months, which is stated on the monthly bill, have expired. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, I still have the origional flier and it does not state that the price is only good for 12 months. I dont care WHAT the monthly bill says.In the text of the flier that is written in readable font, , it states that if I add internet I will get the bundle for $85.00 a month. I spoke to someone at the call center and was quoted a price well over $100.00 and mentioned the bait and switch tactics used in this advertisement and was promised this price .For the next 4 months , WOW sent several letters about rate increases and tried different tactics to raise my price. Finally I spoke to someone named ****, and I believe she said this was her employee no.# or ************ She PROMISED this price until 2016 as was advertised. So once again, I dont care what WOW thinks the flier said or what my monthly bill says , I WANT WHAT I WAS PROMISED ON SEVERAL CALLS TO YOUR CALL CENTER! Final Consumer Response /* (4200, 13, 2015/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) They are not issueing a resolution,they keep stating what they print on my bill. What I want is what I have been asking for, the price advertised on the flier,the price that was PROMISED TO ME SEVERAL TIMES BY CALL CENTER EMPLOYEES OF WOW!Why is that so hard ? I have never seen a company conduct business with such a lack of ethics and pride. DO what YOU PROMISED! Final Business Response /* (4000, 15, 2015/03/09) */ You currently are in a rate bundle guarantee of $70.00 a month good until 2016. The flyer rate is the rate bundle guarantee price before adding in additional cable TV services, additional Phone services and additional products and services and taxes, surcharges and fees. This information is very clear on the flyers we mail out.

3/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: A $300 check not payable to WOW was mistakenly sent to WOW,Check deposited and credited. Credit was later reversed. Have not received $300 back An ACH withdrawal was made by WOW from my **** ********* ******* ****** ***** account for payment of my January billing. Unforturnatly I put the wrong check in the envelope to WOW. The check was No. 1675 in the amount of $300 payable to ******** **** ******* and the check for WOW was sent to ******** **** (who also deposited the check even though it was not payable to them). I attempted to get funds back from WOW, but even at that stage what they required was more of a hassel than it was worth so in the end I requested WOW to keep the funds which would have taken care of nearly three months of billing. At some point WOW decided that it could not keep the funds and sent billings and made call for my account being overdue. In speaking with their customer service reps, I was told that WOW had credited the $300 back to me on 1/27/15. I checked my account and did not find a credit from WOW and relayed this to them. In further talks with different reps I was told that I needed to have my bank forward to someone named *** @ fax # XXX-XXX-XXXX a copy of my bank statements that showed the $300 payment and all transactions after that to demonstrate to them that the funds had not been returned to me. This I did on 2/27/15. I have been unable to get any tracking details from WOW that would show when and how the funds were returned to me and they have refused to have their bank, as far as I can tell, track the return of funds to me. At several points, I was told that I would need to file a claim with their bank, ***** ***** (they were under the impression that ***** ***** was my bank). After convincing them that ***** ***** is not my bank I was told that I would need to file a claim with my bank in order to get my funds returned. I did go to my bank on March 5. The customer service rep I talked with called WOW in an attempt to see if he could get further than I had. He did not. He was unable to get any information that would help in tracking down the $300 from WOW to determine if the moneys had been inadvertently credited to the wrong account. He was unsuccessful but did offer hope that **** would follow up with an investigation as to where the funds were. I was told to give it a few days and if I had not received the funds or heard from WOW to return to file something with them. I returned to my bank on 3/9/15 and spoke with a different rep who made phone calls to determine what form was needed to go forward and was told that they don't have a form for this situation but they would be developing one but in the meantime there was nothing that they would do. So here I am with no avenue available to me wherein I might get the $300 returned to me.

Desired Settlement: All I want is the return of the $300 dollars. Good customer service would also include something additional from WOW by way of free service, but I don't hold my breath for that.

Business Response: Initial Business Response /* (1000, 5, 2015/03/18) */ I check was cut and mailed for the $300 on 03/13/15. If you have any other questions please call customer care at XXX-XXX-XXXX Initial Consumer Rebuttal /* (3000, 7, 2015/03/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did receive the $300 which is acceptable but the company failed to offer an explanation of what transpired. Had an explanation been provided I would respond yes to the question 'Do you accept the response from the business?' Thank you for your assistance in this matter. Please feel free to close the matter out. ******* ***** Final Consumer Response /* (2000, 8, 2015/03/20) */

3/18/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: this included repairs issues. I have been fighting with WOW for over 18 months about the reception I get on my cable in one room of my home. they have switched boxes, rewired, and still having problems. their service people say there is a problem in Schaumburg and engineering is working on it. that was 18 months ago! I just got disgusted and learned to live with it though they keep raising rates and downgrading packages. last night the box in my room went out completely. I tried all the "tricks" to get it working again (I should be a tech at their company!) but no luck. it turns itself on, off, recycles, gets no signal, etc. I called and had a signals sent 5 times - no luck. Called and was told wait time was 45 min. so I decided to wait since I couldn't get the cable working. 80 minutes later I get an answer! she said she was the only one on duty! what happened to 24-7 c/s? she tried everything too. no luck. then she told me the soonest they could come out was NEXT FRIDAY - 7 days! I asked about their commercials with same day or next day service and she said she knew nothing about the commercials. we must be "having problems in Schaumburg" because that was the earliest service call available. Then I was told to take the box in to their shop. I did - they aren't open. I have been trying to call XXX-XXX-XXXX and XXX-XXX-XXXX for 3 hours and only get a busy signal or a recording saying the call can't be put thru - hang up and try again. But I am still paying for what I don't have! I have had WOW since it came to Schaumburg. Never a problem till it went digital. nothing but problems since. C/S has hit the pits - most reps just want you off the phone! I am tired of being ignored and lied to. Tired of paying for something that doesn't work. Tired of being ignored and pushed aside. When the problems started 18months ago I was told to keep a log for them. I ran out of room in my book and no one called to check on the problems. THIS ISN'T RIGHT! UNFAIR! Product_Or_Service: WOW Digital Cable Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I want this problem fixed once and for all! WOW has an equipment and connection problem in Schaumburg Illinois that needs to be addressed and fixed! I want C/S improved and no more lies. AND I WANT A CREDIT OR REFUND! I shouldn't have to sit on the phone for 80 min. to get no help when it is answered. Then try to call again and phones are blocked! I want someone out here to fix this once and for all. I pay on time - often early - so they should have to supply the service I pay for!

Business Response: Initial Business Response /* (1000, 5, 2014/01/07) */ Consumer has been in contact with the local office and the issues is resolved. Consumer has the direct number for the local office advocate if there are any further issues. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I want this held open till when the weather is acceptable for a tech to come out and check all connections inside and outside. due to heavy snow, frigid temps, and the box being covered in the neighbors yard, it is not possible to do all the check that needs to be done. since this is an ongoing thing for a long time, I would like to keep this open till it is completely resolved. The Illinois office did respond and we talked about this and it was agreed that further investigating was needed and when the weather was doable I would contact them to come further check the problem out. Have been thru this so many times before I don't want this passed off again. But the did respond and were very helpful and listened to all I had to say. Final Consumer Response /* (4200, 23, 2015/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) no I do not want this closed! the problem is beginning again though not like it was. when this is completely finished - no more problems - then I will close this complaint. In the meantime, I have had to call repeatedly on their billing and c/s! as for the "adjustment" - no way! The first guy did a good job but forgot to connect things so I had to call the area supervisor to get someone out to reconnect things. Then I got charged $50 for a "tech visit", then credited @ $24.00 for "customer appreciation", with the balance still on my bill! I had to call back on that and it took me forever to get this resolved! My bill was all screwed up! I am waiting for the next bill because I know I will have to be on the phone again. As for the "problem" - I'm giving it time to see if it gets worse. I have had the box turn itself off, digital blocks on the screen and drags on the sound - not like it was but it shouldn't be there at all. Yes I have called in - to argue about my bill! After a while it gets disgustingly obvious WOW doesn't give a **** about their customers. Like I said - IT IS NOT CLOSED, NOT COMPLETELY RESOLVED AND THERE WAS NO ADJUSTMENT! I have not heard a thing from WOW themselves on this, other than when I have to call in! Final Business Response /* (4000, 25, 2015/03/18) */ The last time we received a call about the issue with Cable TV service was on 02/01/15 and a technician was out on 02/04/15 and the cause of the problem being lose connections which is not a WOW! problem that is why a technician fee of $50.00 was charged. The account has been issued multiple credits already. If you are still having problems please give us a call so we can get them resolved at XXX-XXX-XXXX.

3/17/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Over the last 9 years we have had countless problems with WOW that are rarely, if ever resolved. Most recently we were having an issue with the internet that was clearly their fault. All of the equipment is their property and this is just one of many problems I have had through out the years. I was told that this is not their problem and that I should contact the manufacturer with the problem. When I told them that it is their own equipment that is having the problem I was bounced around to different workers who continued to offer no explanation. I wish this was just a one time thing but it seems that there is always some sort of problem. Product_Or_Service: Internet

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would really just like to receive the service that I pay for. Our bill is not cheap but somehow we cannot get internet that works as advertized.

Business Response: Initial Business Response /* (1000, 5, 2015/03/05) */ Multiple technician have been dispatched and are unable to duplicate the packet loss being experienced. This problem has been identified as customer related equipment or a problem with the online gaming service being used. WOW! has no control of the online gaming service the lag is occurring. Customer needs to contact the online gaming service or manufacturer of the equipment the problem is occurring with.

3/16/2015 Delivery Issues
3/13/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: ** bundled price was $135.00. ** my second month of service I received a **** for $226.67. My services were unbundled without my permission. I had new service installed on 1/21/15 under a bundled price of $135. ** first **** was for $138.62 (which included some taxes, etc.). ** second **** was for $226.67. My services were unbundled without my permission or knowledge. I also had issues with a defective media gateway and codes on my account. I had a technician out 3 weeks after installation to replace it and was charged $25 for a service call. I never consented to the service call fee. I never agreed to pay for a service call to fix service that never worked correctly since installation.

Desired Settlement: I want my package re-bundled correctly, my February 22nd statement adjusted to the proper amount and an apology from the company for the level of service I've received for the first month of being a customer.

Business Response: *******ial Business Response /* ****** ** 2015/03/12) */ The bundle on the account was corrected on 02/26/15 with the **** being adjusted to the correct monthly rate and an a credit was issued to take care of the technician charge. *******ial Consumer Rebuttal /* ****** ** *********** */ (The consumer indicated he/she ACCEPTED the response from the business.) So much for an apology!

3/13/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I was promised a locked price for two years to get me to switch providers, and the price of my cable has gone up 4 times in the first year and a half Below is the letter I sent to wow detailing the problem and my experience with customer service via phone to try to resolve it. This letter was ignored by the company: I received a bill that contained the 4th price increase in18 months. I was promised a 24 months price guarantee in order to persuade me to sign up with wow cable. There is still 6 months left in that time, and my monthly bill has gone up over $40. I called customer service to get this situation rectified, and spoke to three different wow employees. ********, her supervisor ***** ****** and his supervisor **** ******* I expressed the "bait and switch" feel of the whole thing to each of them and asked that it be made right. I asked for the services I was promised at the price I was quoted for the length of time I was promised. ******** blamed me for not reading my bill correctly and continuously interrupted me to let me know how things were going to be and that I wasn't the only one who had to deal with it. ***** said that I should have never been promised that, but told me that no discounts exist to make my price what it was quoted. He offered me $10 off. When I got to ****, he told me all of the same things. I asked him if there was any manager override or customer loyalty discounts put in place for customers who's discounts expired before the end of the period of their price guarantee. He said that there was not and offered for me to downgrade my services or take the $10 discount. I expressed my disbelief to him that a company like wow would not be willing to make right a bait and switch lie by one of their employees. He said that there is nothing that anyone could do. This is my last attempt to reach out to wow and let them honor the promises that were made to me. I would like to have the services I was promised, for the price that I was quoted, for the time I was promised. If I do not hear a response I will have to tell me story to the better business bureau, and possibly my local news stations justice reporters to bring light to the way I have been treated and try to prevent it from happening to anyone else.

Desired Settlement: I would like this services that I have, at the price I was quoted, for the period of time I was promised.

Business Response: Initial Business Response /* (1000, 5, 2015/02/05) */ The bundle price was only guaranteed until January 2015, which is clearly printed on the bill: 11/15-12/14 WOW! Ultra TV Bundle ............................. $85.00 Guaranteed until 2015. Includes: Ultra TV Signature, Basic Cable, WOW! Internet 15M/1M 11/15-12/14 Discounts this month .............................. -$10.00 The cost of premium channels and the bundle rate went up by $12. There is also a discount that was put on the account that will soon expire. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/02/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) If the promotional price ended in January, then the sales person should not have told me I was covered for 2 years when I signed up in June. In all of my dealings with this company I have acknowledged that the price hikes are "clearly printed on the bill" , but what they continue to ignore it's that their salespeople are making claims that are not true to lure customers under false pretenses. All of this aside, my out of pocket bill went up three times prior to January 2015. This has yet to be explained. I am not happy with this response. Final Business Response /* (4000, 16, 2015/03/12) */ unfortunately the guarantee was only till 2015 for the bundle rate and this was clearly printed on the bill statement since service was installed in June of 2013. Final Consumer Response /* (2000, 19, 2015/03/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) I accept this response because I am tired of wasting my time dealing with this dishonest company. It is unfortunate that they say one thing and print something different on the bill statement. I am done with this complaint, but not happy with the results. I don't feel that I have the power to change the way wow treats its customers, but I can take my business elsewhere. I can not waste anymore time or money with this.

3/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I cancelled my WOW service on January 16th, and planned to drop the equipment off at a local WOW office. On January 18, 2015, WOW mailed a letter to my home that included such statements as "We have attempted to contact you regarding this matter" and making references to my credit standing. I called and spoke with WOW and a representative named ***** confirmed that they never made any attempt to contact me. How can companies send letters with fraudulent statements, and threaten to damage my credit standing? Furthermore, the equipment was returned on 1/20/2015 (job number XXXXXXXX, by technician ***** phone number XXX-XXX-XXXX.)

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the deceptive, threatening letters to stop. I would like written acknowledgement that they received the equipment, and have no plans to negatively impact my credit score.

Business Response: Initial Business Response /* (1000, 10, 2015/01/29) */ The equipment charge has been removed and the consumer currently has a credit balance. ******* ****** Initial Consumer Rebuttal /* (3000, 12, 2015/01/30) */ **** consumer indicated he/she DID NOT accept the response from the business.) ***** response does not address the fact that they sent me a letter that was included false statements. The letter stated that they had attempted to contact me, which is a lie. ***** response does not address the fact that they sent a letter that included threatening mentions of my credit score. Additionally, I am owed a credit from them, for which I am waiting. Final Business Response /* (4000, 17, 2015/02/27) */ All equipment as been returned no further contact has been made to the customer about the equipment.

3/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I have been a long time customer of this company, but lately I have been very disappointed in the way they have been doing things. Agents giving conflicting information and they don't take what I say seriously. Transferring service to an address and send technician her to install it. Then still sending my bill to my old address. They just recently corrected this because I constantly complained. Given misleading information from an agent when I call about a bill on 12/05/14 and no one knows what I am talking about when I repeat it to them. They disconnected my services without a phone call or bill, like they usually do because of wrong information. I was promised a call back from Supervisor *** ****** but never got it. After I paid the past due balance, a Wow technician rang the doorbell saying he was coming to disconnect my service. Upset again I called and was told I would receive a call back that never happened. I work from home and have repeatedly said this, so it's important for me to have service. I will be moving again soon, and I am seriously considering finally letting this company go. They went from the greatest company I knew to the bottom of the barrel. I question their billing practices and believe they need to be investigated. I hear many complaints from friends and family that have their service and how its changing. I am tired of calling them and they act like I don't know what I am talking about. How can you have service connected at an address, but don't send the bill there? Agents are not doing their job and they are being taken up for. It's so sad that I asked for confirmation of that call and what the agent told me, and no one knows anything. Also even if they still had the wrong address information, why didn't I get a call before they disconnected me? Every time I talk to one of them I have been upset lately. I also let them know I will be reporting this because something seriously needs to be done.

Desired Settlement: DesiredSettlementID: Other (requires explanation) I thought this company kept notes of each call with their customers. Apparently a better system needs to be set up so that they are not giving out conflicting/confusing information. They need for their agents to enter information in a timely manner, because a lot of this could have been avoided. If a customer is told they will receive a call back, then that is exactly what should happen. I would love to see them take customer satisfaction more seriously. They took too long to correct things.

Business Response: Initial Business Response /* (1000, 17, 2015/02/26) */ The billing address for this account was corrected on 02/12/15. All billing fee's have been adjusted on the account for this error.

3/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: 24 Feb 15 Wow failed to notify customers of internet update. This resulted in lost connections or failure to connect to ******** **** and other streaming media. With advancements in technology a company of this caliber should be able to inform its customers of this nformation via text, email or how a customer would like to be informed.

Desired Settlement: I pay 100% of my bill and do not recieve 100% of wonderful internet. I would like to see a discount or refund in future bills.

Business Response: Initial Business Response /* (1000, 10, 2015/03/05) */ WOW! does provide notification via email and on Cable TV for Scheduled maintenance, If we have an unscheduled maintenance due to on controllable events like weather, a line being cut. unfortunately we are unable to give notification because this was not planned. A credit was issued to the account for the day when service was out due to the outage. Initial Consumer Rebuttal /* (3000, 12, 2015/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) When was the email sent, to what account and is there proof it was read?

3/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Service Guarante I signed up with wow for a service guarante off $111.00. I added ***** ** and it went up to 121.00. I received ****** for 6 months free after the 6 months I cancelled ****** and received **** My bill went up to 131.22. When I cancelled *** and my bill went up to 142.00. I called to find out why and was told that they had a price increase, I said what about my guarantee I was told that it didn't matter when wow had a increase the service would go up. I ask to speak to a supervisor about this problem and was told there was nothing she could do. I said that I wanded to cancel my ***** ** to lower my bill she said if I did that my bill would go up even highter. When I received my bill for December my bill was 162.59.Wow failed to honor my guarantee and when I complained they raised my rate even highter.

Desired Settlement: To honor the guarante

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ The bundle rate is guaranteed until 2016, the discounts that were on the account have expired. equipment charges and fees are subject to change. Please refer to the terms and condition, section 24: 24. Rates and Pricing: Subject to the express terms of any temporary promotional offer or discount authorized by WOW!, Customer agrees to pay WOW!'s then current rates, fees and charges for the Services provided. Such rates, fees and charges for the installation of the Services or Equipment and rates for programming or other services are subject to change in the future. If we are required by law to give you notice of a change in our prices, it may be provided on your monthly bill, as a bill insert, by mail, by e-mail, in a newspaper, by transmission over our cable system or other communication permitted under applicable law. Customers who participate in a promotional offer with a discount on monthly service fees will revert back to the standard monthly fee for the Services at the end of the promotional period. For customers participating in a price protection plan or similar promotion, prices will automatically adjust on an annual basis, in accordance with the terms of the plan. Unless otherwise expressly provided, all of our prices and any promotional, discounted or guaranteed rate for service applies only to the particular Services identified, and excludes additional fees and charges for things such as taxes, fees (however designated, including but not limited to franchise fees, PEG fees, regulatory fees, regulatory recovery fees and separately stated cost recovery charges, such as the Broadcast TV Fee and the Sports Surcharge), equipment rental, installation, late fees, service and repair charges and other optional, usage-based or separately billed services. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) When you have rate guarantee that means the rate stays the same for that time frame. The agreement that I made was that the price would be guarantee until 2016 that means no rate increases. I am going to make it my bussness to go out on ******** and other places to inform the people who want to get wow that they better read all the complaints about wow. THEY WILL NOT STAND BY THEIR AGREMENT. Final Business Response /* (4000, 20, 2015/02/27) */ There is a guarantee on the WOW! Services and Bundles at $100 that is good until 2016. This was clearly printed on each statement each month. Additional WOW! Cable TV services and additional WOW phones services are not under a guarantee. Final Consumer Response /* (4200, 22, 2015/03/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) What is a bundle? That's more than one service. So what you are saying is the wow bundle for a $100 is just the internet, if tv and phone is not included.I think that everyone who reads your reply to me will think the same way I do about your answer that a bundle doesn't included tv and phone.

3/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WOW DOUBLE CHARGED MY ACCOUNT FOR PAYMENTS I NEVER AUTHORIZED. ON 2/3 I MADE A PAYMENT IN FULL OF $126.40 ON THE WOW WEBSITE. I RECEIVED CONFIRMATION THAT THE PAYMENT WAS RECEIVED SUCCESSFULLY. THE NEXT DAY WHEN I VIEWED MY BANK ACCOUNT - I WAS CHARGED IN ADDITION TO THE $126.40 THAT I AUTHORIZED AN ADDITIONAL $274.77. I PHONED WOW AND THEY ARGUED WITH ME AND TOLD ME THAT I CLICKED AUTO PAY AND AUTHORIZED THEM TO TAKE ANOTHER $126.40 ALONG WITH THE NEXT MONTHS BILL OF $148.37. I TOLD THEM I DID NOT AUTHORIZE AND WHY WOULD I SUBMIT ONE PAYMENT AND GET CONFIRMATION AND THEN AUTHORIZE THE SAME PAYMENT AGAIN ALONG WITH THE FOLLOWING MONTH THAT I WAS NEVER BILLED FOR NOR WAS THE STATEMENT READY???? JUST ABOUT EVERY SINGLE PERSON THAT I SPOKE WITH AT WOW ACCUSED ME OF CLICKING AUTO PAY FOR A SECOND PAYMENT ON THE SAME BILL!!! RIDICULOUS. THEY WANTED TO ARGUE WITH ME BACK AND FORTH SO I AM NOT CANCELLING MY SERVICES WITH WOW AND HAD TO GO TO THE CORPORATE OFFICE TO TRY TO GET THIS RESOLVED. I WAS THEN TOLD I NEEDED TO DISPUTE THE CHARGES WITH MY BANK! IS THIS WHAT THEY PRIDE THEMSELVES AS GOOD CUSTOMER SERVICE??? I DON'T THINK SO. I WILL BE CONTACTING EVERYONE AT CORPORATE AGAIN UNTIL I GET MY MONEY BACK!!!

Desired Settlement: I WOULD LIKE TO SEE MY ACCOUNT REFUNDED THE BOGUS TRANSACTION OF $274.77 WHICH I AM BEING FALSELY ACCUSED OF AND IF I HAD AUTHORIZED WHY DIDN'T I GET A CONFIRMATION EMAIL AS I DID MY ORIGINAL PAYMENT OF $126.40???? HMMM SOMETHING IS NOT RIGHT HERE AND INSTEAD OF ARGUING WITH ME AND LOSING A CUSTOMER OVER $274.77 YOU WOULD HAVE THOUGHT THEY WOULD HAVE TRIED THEIR BEST TO RECTIFY THE SITUATION!!!!!

Business Response: Initial Business Response /* (1000, 8, 2015/02/25) */ This account was setup with autopay by check online and with the account having a full balance of $274.77 because of a past due balance this was the amount tried to pull. We offered the customer to make a call 3-way with the bank to confirm the funds cleared the bank on 02/06/15 to work on a refund the customer declined at this time. This payment came back returned on 02/23/15 from the bank for an unauthorized payment.

3/4/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: When I received my Nov 6 bill, I noticed my charges had changed. I called into customer service to find out why. I spoke to a lady who told me that an increase was put on everyone and I should have been notified. I was not notified. I told her I would need to cancel my service. She was helpful and offered to give me a new price on my services. After about 45 minutes on the phone with her she said my new total for the next year would be 98.75. I was ok with that so I made my payment.I then got my bill for Dec 6th. It seems that she did nothing and on top of that I now have late charges added to my bill. Nothing she promised me was true. I called into customer service again and spoke to a guy who pulled up my record and said he saw notes on what she tried to do. He said they would not honor it and refused to honor my agreement with WOW. He was pretty rude and would not even take off the late charges. I told him I would need to cancel and he was a **** about it. I tried to call back and speak to a supervisor and after sitting on hold, they system hung up on me. Wow used to have the best customer service, it has become terrible and quite unethical. Product_Or_Service: Cable Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like WOW to honor the agreement I made with the lady for 98.75 per month for 12 months. That is total price with taxes, exactly as she told me. I would also like the late charges removed because I was not late, I paid what the lady told me to pay.

Business Response: Initial Business Response /* (1000, 10, 2015/01/07) */ The consumer is currently cancelling service due to the issue. Consumer was offered a save offer but refused. The late fee has been removed. ******* ****** Initial Consumer Rebuttal /* (3000, 12, 2015/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not offered anything. no one has contacted me at all about this issue. Final Business Response /* (4000, 32, 2015/02/27) */ No agreement was made to have the monthly rate of $98.75. Additional discounts did get added to the account at this time. Final Consumer Response /* (4200, 34, 2015/03/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) An agreement was made by your representative. This has already been acknowledged several times as it is in YOUR records. Why is it so hard to act ethically and honest? Everything has been documented along the way and this has gotten pathetic.

3/4/2015 Delivery Issues
3/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Wow turned $200 over to collections for a modem I never recieved. I called three times and asked for a manager to call me back. I recieved a bill for a modem I never recieved. I called and spoke with a sales representative and they said the phone would not have worked without a modem. I explained the phone never worked and they said they had proof the technician called from the phone on the day of instillation. I asked them to send me a copy of the paperwork. They refused. I asked for a call back from a manager. I never recieved the call. I've since called two more times and have never recieved a call. Thd last representative, ********* stated I'll try to have them call you and when I threatened to cancel my current service if I didn't get a call by the end of the week she stated " do what you have to do". My current account number is XXXXXXXX, the account number associated with the collections amount no one can seem to find, but they always find it connected to this number or my name.

Desired Settlement: I want the $200 amount and any fees removed from my credit report.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ The consumer had phone service with WOW!. The only way that service would work would be with a modem from WOW!. No other modem would work. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The phone never worked. Therefore, I want the paperwork showing it was used by the technician on the day or was installed. The representative said the paperwork showed the technician called it in to verify it was working. I just want a copy of that paperwork. Final Business Response /* (4000, 16, 2015/02/27) */ The equipment was found returned and remove from the account. All charges have been adjusted for this and reporting to collection agency. **** ******* Final Consumer Response /* (2000, 18, 2015/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Because it has been removed from my credit report

3/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have an unresolved billing issue with WideOpenWest Internet and Cable involving a $50 charge for a service call when the technician explained there WideOpenWest Internet and Cable Account: XXXXXXXXX I have an unresolved billing issue with WideOpenWest Internet and Cable. I have been a loyal and satisfied customer of WOW since 2002. On October 6, 2014, a technician ***** ***** fixed the "No Sound" issue by switching from HDMI to component cables. The technician did not charge for the service call and in fact crossed out the Payments section of the pink service agreement receipt. However, according to customer service agents, the tech reported the customer could have resolved the issue by using the remote, and therefore submitted a $50.00 service call. The charge for the service call was disputed and deducted from the amount paid in October, November, and December. Service was disconnected on January 28. On February 8 I called X-XXX-XXX-XXXX at 10:45 PM. I spoke to an agent for 33 minutes and 9 Seconds. The agent calculated the amount $25.42 was due to pay the account in full and close the account. I paid $25.42 but I continue to be billed for service I have not received because the service was disconnected. Today I spoke to WOW customer service agent ****** ****** who claimed all calls are recorded - but he was unable to listen to the recorded call. I paid a disputed amount just to close the account and to protect my excellent FICO score. Please verify my statements are correct by listening to the recording of my call; you will hear the agent explain what was billed and what was due to pay the account in full. Please inform all credit reporting agencies the disputed balance was paid in full and the account is closed. Thank you for your help.

Desired Settlement: I paid a disputed amount just to close the account and to protect my excellent FICO score. Please verify my statements are correct by listening to the recording of my call; you will hear the agent explain what was billed and what was due to pay the account in full. Please inform all credit reporting agencies the disputed balance was paid in full and the account is closed.

Business Response: Initial Business Response /* (1000, 5, 2015/02/26) */ This account was paid in full. All billing, charges and statements are correct on this account. No reporting was report to any credit agencies with the account balance being paid off. Initial Consumer Rebuttal /* (2000, 7, 2015/02/27) */ (The consumer indicated he/she ACCEPTED the response from the business.) A WOW Internet and Cable customer advocate called today 02/27/2015 stating the issue is resolved. The account is paid in full and the account is closed. I am completely satisfied. Thank you.

3/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: I have been having the same issue's with this company regarding there digital reciever boxes constantly burning out. The digital reciever boxes that are being installed in my residence constantly fail and I have to wait for a technician that rarely shows up at time given. The technicians say that corporate is well aware of the issue's with the boxes and that there is nothing they can do about it til a solution is found. I have been told that for years now. I am fed up with your service and your lies to the consumers about your products. All your company is doing is putting in new boxes to correct the problem for a short while until it happens again. I have atleast replaced over a dozen of your digital recievers in the last year with no results from your company.

Desired Settlement: A reasonable credit from the president of Wow for the issue's cause by his company over the years.

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ WOW! is unaware of any existing issues in the area. The consumer was given a credit for the service issue. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) a $10.00 credit for 1 day of service being interrupted and there service technician that gave me 3 expired free movies vochures are not acceptable from the poor service of Wow. I have been a loyal customer for years. As usual, the company replaced another hd reciever in my home. Final Business Response /* (4000, 12, 2015/02/27) */ A credit was issued to the account on 01/26/15 for the situation with cable TV not working on one receiver. Final Consumer Response /* (2000, 14, 2015/03/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) it is worthless to try and fight a cable company as of now they are not answering my calls about my service interruptions in my cable and internet since i have placed this complaint.

2/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WOW has the poorest customer service ever and no dignity. They never sent me an invoice with my new account number as promised! unprofessional! WOW has provided an extremely low standard of customer communications and decency. One person **** in the Collections Dept used incriminating and derogatory language to me when I spoke to him on Friday. He even refused to get me a supervisor. I explained to this person that the promise to pay would get there on Tuesday instead of Saturday. He belittle me in manner that was uncalled for. I will make the payment but needed only a couple of days extra How difficult was that. So the cut off my services anyway. How inhumane is that.

Desired Settlement: First I want an actual invoice sent to me with my New Account number so I can pay in a timely fashion to a correct account. Secondly I want an apology. I want effective communications. Then I should be compensated for their unprofessional character by being given free service.

Business Response: Initial Business Response /* (1000, 5, 2015/02/05) */ WOW! will have a new invoice sent to the consumer. I am very sorry that you feel you were treated poorly. the calls will be reviewed and if any coaching is needed, WOW! will take that internally. ******* ******

2/17/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Total lack of service complaint and an inability to offer any type of positive recourse other than saying "we're sorry". We had cable and internet installed in our home in December, our internet was working fine, two weeks ago it stopped working. Both my wife and I called customer service to troubleshoot the issue both of us were told it was our modem. We had a service tech come to our home and tell us it was not our modem but rather our router. I then went to reconfigure our router when I was prompted to provide a IP address at which point I called WOW again and again was told they could not see our Modem. This was 15 minutes after a service tech just told me he saw no issue with the modem. At this point I had another service call set up to have a technician come out 2 days later. While at my office I receive an automated phone call from WOW telling me my tech would arrive within 10 minutes. I race home and find no technician has arrived, I call customer service to make sure I had not missed him they inform me the tech would arrive within the hour, I had not missed them. I wait for an hour and low and behold no tech arrives. I then call back to customer service and am informed by another individual that my tech would not be arriving until later this evening and I should have not received the automated phone call in the first place. When this does not meet with my approval or calm my frustration I ask to speak with a supervisor. Upon hearing my story and situation he offers me $5. Apparently the gas and my time is only worth $5. One of the worst customer service experiences I have been involved with, WOW is just as bad as TWC and Comcast. We are going to get direct TV and be done with WOW.

Desired Settlement: A resolution would be to have a tech actually fix our problem and to be refunded this months payment.

Business Response: Initial Business Response /* (1000, 5, 2015/02/05) */ When the technician got to the home, the customer was not home. WOW ! does not compensate for lost time and ages. I can have someone call and set up a time and day for a technician to come out to resolve. ******* ******

2/17/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am writing to you as a manager of Xilin Association. I am officially filing a complaint against WOW! business for their bad service and bogus charges. In our agreement, they agreed to install 8 cable lines for us, but they only installed 4 cable lines. They agreed to provide high speed internet and dependable telephone service for us. But both of their services were nonfunctioning, and required constant troubleshooting by our staff and the their technicians. We called them to fix the problems, but they have not been able to resolve our issues, nor have they responded satisfactorily to our calls. They breached the service agreement first but not providing consistent, reliable, and dependable service. We had no choice but to terminate their service as a result. Product_Or_Service: high speed internet and dependable telephone servi

Desired Settlement: DesiredSettlementID: Other (requires explanation) 1.They have no reason to charge us $ 2610.00 for the early termination fee (ETF) and a $10.00 late fee. They must completely remove them from our account. 2.We did not agree to pay them $414.93 for on the last bill because they did very bad job at resolving our issues, and have irreparably breached our agreement. 3.We agreed to pay them a reasonable service fee of $200.00. That is ALL we are willing to pay.

Business Response: Initial Business Response /* (1000, 10, 2015/02/05) */ WOW! has come to an agreement that the customer did experience issues with his phone and hunt groups and agree there is some validly to the customer's complaint, however the issue was fixed on 11/26/2014 the customer started process to leave WOW by porting out his TN's to another provider on 12/12/2014. The Customer really never gave WOW!a chance to prove the issue was resolved and never called in to let us know he was leaving WOW! and was disconnected for non-pay on 1/26/2015. WOW! has decided to charge the customer 50% of his contract rather than a 75% percent of his contract due to his phone and hunt group issues and are willing to reduce the customers ETF from $2610.00 to $1740.00. ******* ******

2/17/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: WOW! is not listening to my side of the story. This is the second time that I have to pay for their mistake. They are not owning up to their mistake. Wow! cable was overcharging me for an internet router at 7.00 a month for two and a half years starting in 2012. My account number is XXXXXXX.I found this out two months ago and asked why and told them that I only had one router and the other one was picked up. I asked for a credit.They said they would only credit me 40.00. In doing the math I overpaid roughly 182.00. I took it as a lost and continued to pay my bill on time as I normally did. On december 31 I called to pay my bill using bill matrix and a representative got on the phone to process the payment. After the call I called my credit card and it said a payment in the amount of 84.00 was made. Thinking that WOW! representative processed the payment I let days go by and Get a notice of an unpaid balance so she didn't put in the correct information. How I know is because I use bill matrix every month with no problem and they should check my record. I make my payments using the same card and the same method. I have never ran into a problem using bill matrix until the WOW! representative decided to process my information for me. I now have to pay the late fee and the wort part is that my payment date was pushed farther back making it hard for me to pay my bill on the normal day that I pay it which is on the first of the month. I had no problem until the WOW representative processed my payment incorrectly.I have asked why should I pay these fees and why is the payment due date being pushed back and you can clearly see that I pay on the first of every month. They continue to ask me for more money to fix the issue which was their fault. I don't understand how they can ask me for more money when they were over charging me for the router for two and a half years.They admitted to it and told me they could only credit me fourty dollars and I accepted that but now have been thinking of canceling my service because I would like my due date exactly how it was for the years that I have been a customer because a WOW! representative caused it when she processed my payment incorrectly. I really don't want any money.

Desired Settlement: I would like my old due date back because the WOW! representative made a mistake processing my bank card.

Business Response: Initial Business Response /* (1000, 6, 2015/01/15) */ The due date for this consumer has not changed since 02/04/2012. The consumer did not call to have it changed until 01/12/2015 . The change is in progress. ******* ****** Initial Consumer Rebuttal /* (3000, 8, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not want the change if I have to pay a fee for the change. A wow representative told me that if a fee was not paid in advance to change the due date my cable will get shut off. Final Consumer Response /* (4200, 16, 2015/01/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) That information is incorrect. I made a payment January 9 in the amount of 84.00 and another payment in the amount of 122.74 on Jan. 30. I have my confirmation numbers. I know I do not owe 206.74 anymore furthermore that amount had accumulated because I thought a payment was processed by the WOW representative and she had obviously entered the wrong information causing me to be late. I never once had a problem when using bill matrix on my own since I had your service. When this representative took my card information suddenly there is problem processing the payment??? I'm asking for my old due date. The one that I had in all the months before this January mishap that was in no fault of my own. Final Business Response /* (4000, 18, 2015/02/05) */ Due date is the same as it has been. The amount due on the account shows to be : $102.35 ******* ******

2/17/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: We have had slow service and no service off and on. We have had several technicians out to the house and nothing has changed. We have had our WOW TV, phone & internet package for a great while now. Throughout the history of our service we have had to contact WOW far too many times about slow internet service or no internet service. This has gotten to the point where we ultimately just stopped calling them and would wait out the service issues as they ALWAYS have turned out to be on WOW's end. Recently (around the first part of May) we had to finally call as our service was in and out, when the cable did run it was running at under 1meg down, we pay for 15megs down. This is something which is still not resolved and we have had at least 3 technicians out here, each time having to take off from work to ensure somebody is here to greet the technician/s. We told one of the technicians that we didn't feel it was right that we have to pay this months bill as this had already cost us money due to missing work and the technician himself stated that this WAS an intermittent issue in their network outside of our house and was affecting many people in our neighborhood and that he felt we should not have to pay the bill for this month either, he went on to inform us that we should simply call the billing department and clue them in to what has been going on and get this months bill taken off. I decided to take his advice since the internet is still problematic in the fact that it constantly drops down to less than 1meg down speed which makes it pretty useless and we have to wait it out each and every time, normally it drops out for a couple hours at a time then goes back to normal. This is rather disturbing but not as disturbing as my phone conversation with a person calling himself a supervisor named "*******" employee code ******** My conversation with "*******" started out with me basically letting him know that we needed to have this months bill removed as a form of relief from all of the downtime. "*******" informed me that he would be generous enough to place a $50 credit towards this months bill. I explained to him that we are requesting a FULL credit towards this months bill or we will simply go with another provider, he really didn't seem to be bothered by this at all, in fact when I told him that this was on WOW's end and not something we did, I went on to inform "*******" that this was affecting our neighbors who are WOW customers as well. He immediately acted as though I have no way of knowing that and that WOW only deals on a per house basis. "*******" also stated that if it was in fact affecting other people in our neighborhood that they would "remove their service from our entire neighborhood" because "We are not going to issue credits towards bills just because the service is not working properly". I refuse to talk to anybody who feels that we should pay the bill whether we have service or not. I gave him a few choice words and hung up. We have always paid our bills in the past even during service outages and drops in speed etc. As I have already stated, 9 times out of 10 we just never called, it takes a lot of time out of a persons day to call WOW, wait to speak to a representative, go through the same old hassle of troubleshooting just to have the same result in the end, "WE NEED TO DISPATCH A TECHNICIAN OUT TO LOOK AT YOUR EQUIPMENT" which means you have to take off work so you can be here between 8am and 8pm in hopes that just MAYBE they can address the issue and get it fixed. This is too much to ask of a customer on a constant basis, if we called and did this each time our service messed up we would be calling 3 or 4 times per week, they might as well move a technician into my home, less travel time to get here several times per week, not to mention the loss of a job due to having to stay home and wait out a 12 hour time frame waiting on a technician which is just unacceptable. I do hope somebody is willing to deal with this.

Desired Settlement: What we want is a credit for the entire **** which now comes out to $41.50 I do not feel this is much to ask since we have been put out time and time again. We also request that this service issue be resolved and we are kept abreast of the situation and are alerted once it is resolved. I would also like to address another concern for myself and all WOW customers. Denial of service attacks are very common today especially amongst persons who play video games online. If you do not know what this is, it is called DDOSing, it is where you use a specific type of software to send thousands of bogus requests to an IP/host address. The result is slow downs, crashes, disconnects, service outages etc. This is one of the most common forms of hacking today, DDOSing has resulted in major corporations and government agency websites being knocked offline for hours, days and in the Sony corporation incident even months and a WOW representative checked for us just to find out that there is NO protection on the WOW modems for this what so ever, this means that anybody can just DDOS our home IP address and knock us offline and at the very least slow down the service to a crawl. One of the technicians who came out explained that WOW does have modems which offer protection against these types of attacks, but just not for regular home internet. He also said that our slow downs could actually be from something like this and that we should talk to WOW about replacing our current modem with something called a "30/40 modem" or something like that which DOES offer protection against DDOS attacks. I am pretty sure that WOW customers would be shocked to know that ANYBODY can just sit at their laptop and knock them offline, slow service down or knock it out all together requiring a reboot. They can sit and do this for as long as they want and the customer is the one who suffers. Don't you think customers should be protected? So we are also asking for some type of resolution to that issue as well, WOW should be protecting us from these types of things, maybe all WOW customers should be aware of this. It's a huge open hole for anybody to be able to disrupt a customers service and to me that is not okay. So we are asking for the $41.50 to be credited to our account. We are also asking that something be done about the modem situation so we can feel secure. For more information on Denial of service attacks please refer to the following URL. ***************************************************** Thank you for taking the time to look over this complaint, it's too bad that we have to resort to measures such as this just to be treated fairly. We do hope for a resolution to these issues. For what it's worth, when the WOW internet service is running well, it is great, it's all the constant outages and slow downs followed by a **** to pay for the service as though everything is working fine that we can't tolerate any longer. Thanks again for taking time to read through this lengthy complaint. Sincerely, ***** ********

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ The credit has been applied to the account , in the amount of: $41.50 ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Consumer Response /* (-5, 14, 2015/01/29) */ INFORMATION FROM NEW COMPLAINT #XXXXXXXX FILED ON 1.29.15 NATURE OF DISPUTE Threats of destroying my credit. We had WOW Cable TV and Internet on a package with two cable TV boxes and one internet modem. I personally returned all 3 devices two days after we canceled which they admit they have in their possession. So we felt everything was done and went with another company for our services. I received a letter in the mail a couple weeks later from WOW telling me that if I do not return 3 digital TV adapters or pay them $400 to replace them that they would be turning the matter over to collections. The problem here is we never had 3 of these devices they speak of EVER. I had my son place a call to WOW to inform them that all we ever had was the two cable boxes for our two TV's bedroom and living room and the internet modem, the woman on the phone just kept telling us that her system said we had them so we are going to have to return them or pay for them or it would be turned over to collections, she refused our request to speak to a manager and we got no place with her so we ended the call. We cannot return something we have never had, we would never keep anything that is not ours and we are sickened at that fact we would be accused of theft and left with one option, pay or have this placed against our credit, since we don't have any digital adapter boxes and never did it seems to me like extortion, they are saying pay us all this money or we will destroy your credit. I do hope that somebody with so sense jumps up and fixes this mistake before I grab a lawyer which I may do anyway, if they are doing this to me I am sure they are doing it to other people. FIX YOUR MISTAKE BEFORE I FILE A LAW SUIT. DESIRED RESOLUTION IS AS FOLLOWS: GET this out of your system, I have no digital adapters and never did, so I cannot possibly return something I never had to begin with. I also do not appreciate being threatened with putting something into collections in an attempt to hurt my credit. Fix this in your system ensure me that this ridiculous mistake has been dealt with then leave me alone. Business Response /* (1000, 15, 2015/02/05) */ WOW! will go ahead and give a credit for the service issues. As for the modem; a modem only is designed to give you access to the Internet. Such things as firewalls and routers are designed for the protection of the consumer which we do not provide. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: account was disc. on 12/10/14. I restarted in Jan. But they billed me as if I had services all along. They haven't helped and have been very rude. ******* ********, acct #XXXXXXX. My services were disconnected on December 10, 2014 due to non payment. On January 8th, 2015, I paid the balance of 247 and some change. I realized later I still had a balance of 93 of unpaid. They were still charging me after December 10th. To be clear I had ABSOLUTELY NO services from December 10th to January 8th. I was HARD DISCONNECTED. So I've called numerous times, spoke with many managers, who have been rude especially ******. Who didn't understand what I was saying. They think I had services but I'm telling them I had none!!! I will pay for the services I record but when I have a blue screen and no wifi?? I'm not paying for no services. And to have to deal with people who don't really care and think your stupid? Makes it that much worse. I would never recommend wow to anyone.

Desired Settlement: I would like the balance that was charged to me between December 10th 2014 to January 8th 2015 to be removed

Business Response: Initial Business Response /* (1000, 5, 2015/01/29) */ Consumer is responsible for the payment of service even while temporarily interrupted. ******* ******

2/10/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: My service never worked properly and after 6 weeks I cancelled.no charges due. a year later I find out they have sent a **** to collections I ordered WOW in Nov of 2013. they were never abl;e to install the service so that it worked properly. after 5 or 6 attempts to correct during which time I had to take time off of work to be there in their 4 hour time slot I cancelled the service. I was told there would be no charge because the service never worked properly. a year later I decide to give them another try and find out they have sent a $24 **** to a collection agency that they claim I still owe them. I do not as I was told that there would be no charges because the service never worked properly. I disputed the charge and was denied but no one could tell me why I was charged or why I was denied. I called them 3 times to figure this out and I am done dealing with them. I need this off of my credit record and their customer service is awful.

Desired Settlement: I do not owe them anything and need them to recognize this.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ The consumer is responsible for the installation of an outlet: $20.00 and the taxes and fee of: $3.78. Total of: $23.78 ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was never told about this expense and was told installation was free. Now, because they couldn't ever get it to work right they decide I must pay a fee for the installation of an outlet? Not fair!!!!! How about the 12 hours of work I missed waiting for your people to show up 4 times and never getting it to work properly? Will you reimburse me for that? Simply bad customer service from a company that I thought was run differently. I guess WOW, Comcast and ATT are all the same no matter what they try to make you believe. There is simply no care for customer service until you threaten to quit their service and then when you do they find a bogus never explained charge to hit you with. Final Business Response /* (4000, 9, 2015/01/29) */ 16. Termination of Service by Customer: Except as specifically agreed to in a writing signed by the parties (e.g., as part of a Business Customer Agreement), the Services and this Agreement shall remain in effect until disconnection of the Services by WOW! occurs as a result of WOW!'s receipt of Customer's notice of termination, and Customer returns the WOW! Equipment. Customer shall give such notice of termination either in writing, or by calling WOW! at X-XXX-XXX-XXXX. Any applicable money-back guarantee given at the time Customer subscribes to the WOW! service is available only to first-time subscribers for refund of the first and second regular monthly payments made by Customer for the WOW! service (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, and long-distance and other usage based charges). Subject to applicable law, to be eligible for a money-back guarantee refund, customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii)disconnect and request a refund at the same time within 60 days of service activation. The refund will not apply if service is reestablished by Customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change.

2/9/2015 Problems with Product/Service | Read Complaint Details
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Complaint: I have been calling WOW for over 5 months to get billing and customer service issues resolved and being promised manager call backs and bills to be mailed but nothing was corrected. Then they started to threaten to shut off my service even though I still haven't received the corrected bill. I requested again an escalated call from a manager and again received no call back. There concern stops at getting paid but not providing service to the customer to ensure I can pay the bill. They also continue to drive a late fee charge on each bill that i don't even receive. They won't waive the fee even though the customer service reps have continuously acknowledged this is a problem on their side. My last call told them I would need to evaluate other options for service after 7 years of service and I still haven't received any escalated customer service call back. Additionally, I have spent many hours of my own time continuously requesting this corrected and providing time blocks during my work day to accomodate call backs and never received any of them.

Desired Settlement: I want the issue corrected and the late fees waived. I also think i should receive some sort of credit for the time I have spent chasing them to get this corrected.

Business Response: Initial Business Response /* (1000, 10, 2015/01/08) */ The consumer's bills have been coming back as invalid address. The consumer must make contact with WOW! to correct the bill to address. ******* ****** Initial Consumer Rebuttal /* (3000, 12, 2015/01/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) WOW has not reached out to me to follow-up in regards to my complaint. This is consistent with all other times I have complained to them they do not respond. Please advise on next steps. Thanks ***** Final Business Response /* (4000, 19, 2015/01/29) */ The consumer was called by my executive team. The consumer was given a credit on the account for the issue and the address verified. ******* ****** Final Consumer Response /* (4200, 21, 2015/02/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The rebuttal was not accurate - I did not receive any call from anyone who identified themselves as a manager and handled the customer service issue I experienced instead I received a call from a rep asking to confirm my address so I would get my bills. I had to ask if there was any intention to provide any resolution after the time and effort plus aggregation I have had to deal with and at that point he said he could refund the disconnection fee which I should have never been charged in the first place. Never at anytime has their been any apologetic customer service oriented dialogue just confirmation of address so they can ensure they get paid.

2/9/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: WOW cable company charged me for 36 months for a DVR box at $13/month, instead of the $2/month for the DVR cable card that they delivered. I contacted WOW cable company about my bill by phone on 9/25/14. I found out that WOW cable company has overcharged me for 36 months for a DVR box at $13/month, instead of the $2/month for the DVR cable card that they delivered. When I asked for a refund for the full amount that I had been overcharged, they told me it was my fault for paying their bill. WOW said that they did not owe me a refund, even though they admitted that they had been billing me for equipment and services they knew I had not received. WOW told me that they could give me 3 months of the overcharge back to me, but no more than that. Their customer service said that they didn't owe me a refund since I had been dumb enough to pay their bills for something they had falsely charged me for. When I pointed out that it was fraud to charge someone for goods and services you never delivered, they claimed that it was just their business practice and the responsibility was on the consumer to try and find false charges in their statements upfront. When I stated that their cable billing statement was incomprehensible, they said that was not true. When I said that I read their bill for the part that said enhanced DVR upgrade, I thought they were talking about the DVR cable card the WOW support team told me I had to have to connect to my own DVR, the TIVO box I own. I think they defrauded me of approximately $360.

Desired Settlement: $360 refund and public acknowledgement of their fraudulent billing practices.

Business Response: Initial Business Response /* (1000, 5, 2014/10/07) */ After review of the account. The difference from what the customer was paying and what should have been paying is $5. we will ensure that the proper credit is applied. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2014/10/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am pleased that WOW reviewed my complaint. I would like to see an explanation of how they arrived at the amount of $5.00/month of overcharge, when I though it was closer to $11/month. If they can satisfactorily explain the discrepancy, and they actually do refund my money that I was overcharged, for the entire time period that I was overcharged, then I will feel the matter is satisfactorily addressed and closed. But I need an explanation of the $5/month overcharge number that WOW has calculated first. That $5 amount they are stating is not clear to me from reviewing the bills they have sent. Thank you. Final Consumer Response /* (4200, 11, 2014/10/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I'm confused by the answer, as it doesn't seem to pertain to me. I've never had an HD box. I've only had a WOW cable card. The cable card from WOW has been connected to my own HD TIVO box, and I only needed the cable card to make it work with my own HD TV set. I repeat, I've never had an HD box from WOW, so I don't know why I should have been charged for an HD box. Maybe they have my account confused with someone else. Final Business Response /* (4000, 17, 2014/11/06) */ I will have someone in contact shortly. ******* ****** Consumer Response /* (3000, 24, 2014/11/21) */ WOW said they would call me to resolve my issues, and they never did. They still owe me money for overcharging me, and they have not contacted me as they stated here. This complaint was not resolved. Business Response /* (4000, 26, 2014/12/04) */ The local office is being contacted and will make contact. ******* ****** Consumer Response /* (3000, 24, 2014/11/21) */ WOW said they would call me to resolve my issues, and they never did. They still owe me money for overcharging me, and they have not contacted me as they stated here. This complaint was not resolved. Business Response /* (4000, 26, 2014/12/04) */ The local office is being contacted and will make contact. ******* ****** Consumer Response /* (3000, 33, 2015/01/15) */ I have not ever been contacted by WOW to resolve this complaint, even though they repeatedly replied to the Better Business Bureau that they would be contacting me directly in order to resolve my complaint. Business Response /* (4000, 35, 2015/01/28) */ Consumer has been contacted and the issue is resolved. *******

2/6/2015 Delivery Issues
2/3/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Wow cable has been charging me for services not received and is unwilling to credit me or fix the problem. The cable service that I pay for includes Fox Sports Ohio (Blue Jackets), TNT (NBA), NFL Network and MSNBC. None of which I am able to view as the signal is poor. Wow employees have stated that new cable needs to be run to the apartment building but Wow is unwilling to provide new cable.

Desired Settlement: I simply want the cable channels that I have paid for the last 10 months to work. I told Wow to either tell me they don't want me as a customer or fix the problem.

Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ A voice message was left for the customer letting him know that we will need access to his home to replace the wiring. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had at least 10 different Wow cable repair people at my apartment in the last year with no repairs done. The repairman stopped at my apartment last week unannounced and left a door hanger saying he was there but no one was home. If Wow needs access to my apartment, then they need to schedule an appointment. I did call the repairman's call and no work has been scheduled. I want $500 reimbursement ($50 per month of the $190 I pay each month)for the last 10 months of cable service that I have paid for and not received. Final Consumer Response /* (4200, 32, 2015/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I believe I should be compensated for the 11 months of service I paid for but did not receive. In addition, I had at least 8 different visits by Wow employees taking up a considerable amount of my time. I want reimbursed $50 per month for as long as the problem went on for at least 11 months Final Business Response /* (4000, 34, 2015/01/22) */ There will not be any compensation for $50 per month. If there is any compensation needed, it **** be applied after the issue is resolved. ******* ******

2/3/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I returned my modem to this company's service office located at XXXXX ********* ** ****** MI XXXXX on 12/23/2014. They sent me a notice dated 01/01/2015 stating that I had not returned my equipment and that they were charging me $250 dollars for a modem that is 3 years old. The customer service representative 'Debra' was totally disinterested, which is why I cancelled my service in the first place. Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like the Taylor office to resolve this issue, because I can not find the receipt. They scanned it with a barcode reader, so there must be some sort of audit trail to show that i brought the modem in.

Business Response: Initial Business Response /* (1000, 10, 2015/01/22) */ Consumer was told on 1/09/15 that the equipment was found and the charge was removed. Consumer was notified that there is a service balance still owed on the account. ******* ******

2/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Complaint taken via phone by BBB staff (ES): Consumer reports that she switched from WOW to AT&T for phone and cable service. Since switching, Consumer reports that she will be unable to receive incoming calls for one week. Consumer feels that she should not have to pay for the company's mistake.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Adjust bill and do not charge for phone services.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ The consumer's phone number was ported to at&t on 1/16/15. It now belongs to them. Unsure why the consumer would not be able to get incoming calls with them. ******* ******

2/3/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: The Wow website advertises the availability of Basic Cable bundled with Internet 2M/1M for $65.00. My bill reflects a $95.00 charge for the same bundle. I called Wow and asked for the $65.00 price but was informed that they could only lower the price by $5.00. There is no place on the Wow website that indicates that the $65.00 bundle price was for new customers only. Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Please help me get the $65.00 bundle charge as advertised on the Wow website.

Business Response: Initial Business Response /* (1000, 10, 2015/01/22) */ In the fine print, at the bottom of the flyer, it states: ...available to new residential customers who are serviceable for Cable, Internet and Phone. $65 per month ******* ******

2/3/2015 Delivery Issues | Read Complaint Details
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Complaint: a promised $100.00 signing bonus when switching my service to WOW. A WOW representative ******* ****** showed up at my home and promised a $100 rebate for switching my cable service. I signed the contract, had my service installed but NEVER received the $100. I've called on a monthly basis to find out why and have been repeatedly told it would be taken care of. Customer service states they are not authorized to give me the credit that the sales rep must do it. After speaking with ******* a couple of months ago his supervisor called me and said that program is not longer used but he will honor it. I still haven't received the rebate and now Brandon's phone number is not valid. My account number is XXXXXXXXX. I have been waiting on the reimbursement since May, 2014.

Desired Settlement: All I want is the $100.00 credit I was promised for switching to their cable/internet service.

Business Response: Initial Business Response /* (1000, 5, 2015/01/22) */ The $100 credit has been applied to the account. ******* ******

2/2/2015 Delivery Issues | Read Complaint Details
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Complaint: I signed on with Wow cable and signed a contract for 81.00 a month. I have never received a bill Except the first month of service that reflected this. I have paid a bill EVERY SINGLE MONTH and have always paid over the amount told I was to pay. This month I get a bill AGAIN WITH IMAGHINARY FEES that's states I was charged a reactivation fee and a late fee even though I paid 93.00 on 12-18-2014. I was charged a reactivation fee of 22.00 on 12-19-2014 and a 10.00 late fee. I called asking why again this month I was charged these fees when my bill was paid on the 18th and on the 19th a disruption was suppose to have happened by their computers at the office. I told her I was here watching my tv and using my internet all day and IT WAS NEVER INTERRUPTED, she said since I paid my bill the single did not have a chance to FULLY disrupt my service and the 10 late fee is because they bill a month in advance and I did not pay a month in advance. I have paid EVERY month atleast 100.00 ( mind you my contract was for 81.00) except this time I paid 93.00. I was told I was being charged 22.00 reactivation fee for a half a single they sent to shut off my service but because I paid the bill the signal never fully came through. WHAT THE HECK! a half signal. I told her that regardless of what she was saying or her company's computer sent a half signal MY SERVICE WAS NOT INTERUPTED AND I WANT TO KNOW WHAT THE HALF SIGNAL THAT NEVER SHUT MY SERVICE OFF DID IF IT WAS SENT TO DISCONNECT BUT NEVER REALLY DISCONNECTED. PLEASE READ ALL THE BILLING REVIEWS ABOUT THIS COMPANY AND DO SOMETHING TO HELP THE CUSTOMERS. Y BILL STATES I OWE 245.00 AND I PAID EVERY SINGLE MONTH OVER WHAT I WAS SUPPOSE TO PAY. HOW IS MY BILL 245.00 WHEN I AM SUPPOSE TO PAY 81.00 A MONTH AND HAVE PAID ATLEAST 100.00 EVERY MONTH. THEY ARE MAKING THINGS UP AND DEMANDING THE CUSTOMER PAY IT. SHE COULD NOT TELL ME ONE MONTH THAT I DIDNT PAY THE CONTRACTED AMOUNT AND MORE. Product_Or_Service: CABLE, INTERNET Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I WANT THIS REMOVED OFF MY BILL AND I WANT BBB TO DO SOMETHING TO HELP THE CUSTOMERS FROM THEM PUTTING IMAGINARY FEES AND HALF SIGNAL DISCONNECTS THAT SHOULD NEVER HAVE OCCURED BECAUSE BILL WAS PAID AND CHARGING ME FOR IT. MY SERVICE WAS NOT SHUT OFF BECAUSE MY BILL WAS PAID BUT THE COMAPANY SENT A HALF SIGNAL SHE SAID BUT DID NOT INTERRUPT SERVICE BECAUSE MY PAYMENT STOPPED IT. THEN WHY AM I BEING CHARGED A REACTIVATION FEE IF THE SIGNAL NEVER WENT THROUGH.

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ The consumers account is habitually behind in payments. Currently the account is past 40 days due. When a customer's account gets to 44 days past, the service is interrupted. To turn the service back on, there is a charge of $22. The consumer will also be assessed a late fee of $10, after the 30 days past due. Please have the consumer call XXXXXXXXXX for further information and clarification

2/2/2015 Advertising/Sales Issues
1/30/2015 Delivery Issues
1/30/2015 Delivery Issues
1/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: IN JUNE OF THIS YEAR (2014) I REQUESTED TO BE MOVED TO SEASONAL FOR MY SERVICES...I WAS INFORMED THAT I NEEDED TO PAY THE BALANCE OWED BEFORE I WOULD BE ALLOWED TO BE PUT ON SEASONAL....WHICH I DID PAY.....MY SEASONAL WAS FROM JUNE TO SEPTEMBER.....SINCE WOW CHARGES MONTHLY PAYMENTS IN ADVANCE WHEN I RECEIVED MY BILL FOR OCTOBER IT WAS A HUGE AMOUNT OF $188 DOLLARS.....I HAVE TRIED TO GET THIS TAKEN CARE OF IN AN ORDERLY FASHION.....I HAD TO END UP TAKING A DOWN GRADE FOR SOMETHING WHICH I HAVE NOT USED FOR 4 MONTHS......NOW I HAVE RECEIVED A BILL FOR $244.93......THEY HAVE ALREADY TAKEN MY BOXES FROM THE INSIDE AND THE OUTSIDE OF MY CONDO.....ALL I HAVE LEFT IS THE MODEM FOR MY INTERNET....WHICH THEY HAVE CUT OFF BECAUSE OF THE PAST DUE BALANCE.....I HAVE BEEN TALKING TO REPRESENTATIVES FROM THIS COMPANY....THE LAST ONE i TALKED TO TOLD ME MY BILL WAS $146.00.......I BELIEVE I AM BEING SCAMMED.....COULD YOU PLEASE HELP ME WITH THIS SITUATION.....I HAVE BEEN WITH WOW FOR 7 YEARS AND HAVE NEVER EXPERIENCE ANYTHING LIKE THIS FROM THEM....! Product_Or_Service: 10/7/2011 Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) TO REPLACE MY SERVICES AND CORRECT MY BILL WHICH IS TOTALLY OUT OF CONTROL.....UNTIL THIS IS SOLVED I WILL BE LOOKING FOR SERVICES ELSEWHERE!

Business Response: Initial Business Response /* (1000, 10, 2014/12/31) */ The account , on 6/23/14, was showing a balance of: $195.63 but only a payment of: $96 was recieved. The account shows prorated credits for the account from 6/18/14 - 6/23/14 to offest the seasonal amounts. At that time the consumer was charged a late fee and a reactication fee as the account was shut down for nonpayment. Another payment was made on /7/12/14 for $64.12 when the full amount should have been $128.46. The account has been behind in payments and the balance is correct. To cclarify anything more, it would be best to call to the call center and speak with a billing customer service agent. ******* ****** Initial Consumer Rebuttal /* (3000, 12, 2015/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is a conflict of interest! Now they are saying that all I owe is 128.46....when I have received several bills stating that I owe $222.46.....I totally believe that my account was hampered with because each time I contacted them....I would receive a different balance......!So....NO....I do not accept the response from the business! Final Consumer Response /* (4200, 20, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) If I am responsible for the equipment return....where do I take it to? I don't know of any office in which WOW Cable operates from and if they choose to refer it to a collection agency in March......this too shall pass.....My attorneys are eager and waiting for their response! So....NO....I do not accept their proposed solution ....because their response is not a solution.....it only tells what they want me to do.....not about their mistakes which were made in handling my account......! Thank you in advance for handling this cable company for me......this is really ridiculous! Final Business Response /* (4000, 22, 2015/01/29) */ The drop off locations are: XXXXX ********* ** ******* MI XXXXX XXXXX ** **** *** ******* ******** MI XXXXX

1/29/2015 Problems with Product/Service | Read Complaint Details
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Complaint: service "time outs" plus hours of hold time and inaccessibility of service reps (AT ALL) from Sept 2012 - Nov 2012. Horrible Service and Neglect Throughout Sept 2012 - Nov 2012 had constant "timeouts" leaving internet and TV Blacked Out. Would call Service department and get auto response that no one available. Other times, would be on hold for over 4 hours to never reach individual. Led me to changing providers and contacting WOW in writing to pick up equipment and zero my account balance due to no service connection. Requests gone ignored and no one came to get equipment or contact me to. WOW continued to increase their invoice although I provided FULL documentation relating to my complaints. I am prepared to file complaint in Civil or Municipal Court concerning this issue as it has gone unresolved yet the balance WOW believes it is owed is being sent to a credit organization.

Desired Settlement: I want the Balance on my account - zero and for us to settle the issue. Should this not occur, I will seek additional damages in excess of the balance for my time and energy as well as my attorneys fees and any other costs associated. It is ridiculous to have such an ignorant and unnecessary situation as a constant distraction given all the documentation that has been delivered to them.

Business Response: Initial Business Response /* (1000, 5, 2014/03/10) */ The balance showing on the former account was for services used by the consumer. No indication of the consumer wanting to discontinue service until 2/2013. If the consumer can prove that they had service with another provider, which he was told in 4/2013, we would back date the billing to that date. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/03/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was NO service representative available by phone to connect and discuss any matter with over a two month period. I did connect with a rep in December after having fired WOW to arrange for pick up of "gear" which was still not done by them and I received additional invoices for these "boxes". I sent a letter to WOW explaining this after having to change providers in late November. All of the response comments provided above are inaccurate. Final Business Response /* (4000, 24, 2014/05/19) */ Mr. ******** will need to contact me directly to discuss. XXXXXXXXXX. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Final Consumer Response /* (4200, 11, 2014/03/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) The circumstances of my complaint have been documented. WOW should be well aware of the deficiencies in their services and technical issues noted during this time period. I should not only be credited all costs associated back to me but also the value of my time, energy and soon the additional expenses of finding satisfactory resolution in the matter, just as THEY intended to collect from me. Consumer Response /* (4200, 31, 2014/11/14) */ I have heard nothing in response to this complaint and dialogue. I was under the impression that the problem was being solved however I have received no confirmation as of yet that it has in fact been resolved. Please respond. Business Response /* (4000, 33, 2014/11/20) */ Until the information requested is recieved by WOW!, the account balance will remmain as is. There is still no proof of the name and dates on the account. The information is purposely blacked out. ******* ****** Consumer Response /* (4200, 31, 2014/11/14) */ I have heard nothing in response to this complaint and dialogue. I was under the impression that the problem was being solved however I have received no confirmation as of yet that it has in fact been resolved. Please respond. Business Response /* (4000, 33, 2014/11/20) */ Until the information requested is recieved by WOW!, the account balance will remmain as is. There is still no proof of the name and dates on the account. The information is purposely blacked out. ******* ****** Consumer Response /* (-5, 39, 2015/01/13) */ From: ***** ******** Sent: Tuesday, January 13, XXXX X:XX PM To: ******* ******** Subject: ******** vs WOW (BBB) Complaint ID" XXXXXXXX I resubmitted the complaint due to the fact that all verifying information was provided as attachments for the WOW representative to open and review. Which they obviously DID NOT. Only recently was I made aware that WOW decided to send the disputed balance to a collections agency (but never afforded me any notice, communication or anything customary in that process). Had they reviewed my original correspondence to them directly AND that which was submitted to BBB, they would (SHOULD HAVE) resolved the balance 100%. I expect this resolution to have a stedfast approach. I expect WOW to write off their suggested invoice and report a SATISFACTORY status to the credit bureaus immediately. Otherwise, will be filing complaint if BBB cannot resolve the matter. PERSON TO CONTACT AT WOW: ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone ***** ******** XXX-XXX-XXXX Mobile XXX-XXX-XXXX Office Consumer Response /* (3000, 41, 2015/01/13) */ WOW has NOT rectified this Issue. Nor have they taken the time to review the attached files and verification of the fact my service CEASED with them as I indicated in my correspondence, phone records, Time Warner Install-Service Records and faxes sent(dated) to WOW. I asked for this to be resolved. WOW has not taken the time to address the matter. They submitted the balance to a collections agency and if not resolved and my credit reports adjusted, I will be filing legal action as BBB has not assisted in resolution. This came to my attention when applying for loan. All attachments provided previously give WOW records sufficient to resolve the balance 100%. Business Response /* (4000, 43, 2015/01/15) */ Again, until WOW! gets a copy of the bill with DATES and the NAME of the account holder, nothing will be done to the account. The bill could belong to anyone. ******* ****** Consumer Response /* (4200, 45, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) Non -sanitized version attached. Its fairly obvious using the address on the prior attachment and correspondence I provided and WOW should have on file internally to verify the contents. Nonetheless, the information and TWC Install docs are included herein. *******......lets get this RIGHT. IF I owe you for the Nov period (which I will honor), do the quick math. I have complaints of service outage and non-responsive service calls, and would think WOW would credit me for inconvenience and outages BUT we get to this point. I want what WOW reported to Credit Agencies erased 100% immediately and await your response on the content Ive provided. Business Response /* (4000, 47, 2015/01/22) */ These are the same documents. I cannot see a date or name on the order. ******* ****** Consumer Response /* (4200, 49, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The additional DOC file provides the NAME, ADDRESS, ACCOUNT NUMBER....proof to TWC install date in Dec and fact that services changed. Please review the documents that were attached and lets get this resolved and focus on the erroneous inputs WOW placed on my personal credit score. Business Response /* (4000, 51, 2015/01/29) */ There has been no change to this complaint. Until requested documents have been provided, the issue will be closed on this side. ******* ****** Consumer Response /* (-5, 55, 2015/02/02) */ I have submitted all the documents numerous times. Both sets provide all the requested verification regarding the account and its termination. Contra Party refuses to open the attachments provided and continues to respond to this complaint as if there is insufficient documentation related to this complaint.

1/28/2015 Delivery Issues | Read Complaint Details
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Complaint: A WOW representative came to my home & completed a sales order of the price of my services. The monthly bill was more and WOW will not honor the price I had WOW services hooked up when I moved into my apartment in 2/2014. The address was entered incorrectly and my services were shut off 3 times. While frustrating I was willing to keep WOW but asked that my bill get adjusted since most of the first month I did not have services. WOW refused so I cancelled my services and changed to Time Warner. After this change I was contacted by WOW and reimbursed for the time without. I decided to switch back to WOW because I am pleased with the DVR which is what I primarily use. I had a representative come to my home on 12/15/14 and I was given paperwork stating my monthly cost will be $90 plus tax. I received my first bill which was $118.64 not the $90 plus tax I had been told. At Time Warner I was paying $118 each month for 3 DVRs and with WOW I only have one so the $10 discount wasn't much but again I like the cable service with WOW so I chose to switch. I contacted the representative and left him a voicemail on 1/2/15 about the incorrect bill. He did not return my call so I called him again on 1/5/15 at which time he assured me he would take care of the problem and call me back. On 1/9/15 I still had not heard from him so I contact WOW and was told that they could not honor the price I was originally told even with the paperwork. I then spoke to a supervisor after waiting on hold over 15 minutes while I'm at work. He as well told me they cannot bill anything under $95 and the lowest my bill will go is $102 plus tax each month. I had to pay this bill which ultimately was over $109 which is $9 less than I paid for 3 DVRs. The supervisor was not polite at all and made no effort to work with me on this at all. I made it clear to him that I will be reporting this as well as spreading the word about my ongoing issues with this company. I will also be changing my services immediately to a company that puts their paying customers first. My account number is XXXXXXXXX and the representative of the company was ******* I made a payment of $109.84 on 1/9/15 with my bank visa card so that this would not affect my credit.

Desired Settlement: I would like a refund to equal the amount I was originally told would be applied to my account each month.

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ We will have someone make contact with the customer and ensure the billing is corrected. ******* ******

1/28/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Misleading information from Customer Service- Charges after account was closed and I was told I didn't have to pay the bill, confirmation # XXXXXXX I called customer service on September 8th, 2014 to disconnect my service after having the service for less than 30 days, confirmation XXXXXXX. When I asked the customer service representative about the 30 day Money back and if I had to pay my bill I was told I was going to receive a "forgiveness of bill" and that I didn't have to pay anything. WOW offers a "30 day" money back guaranteed and I wanted to cancel before the 30 days in order to qualify. I received a bill after I cancelled charging me $202.97 and it was referred to a collections agency due to non-payment. I called WOW again on 1/7/2015 and I was told that there is no such thing as a "forgiveness of bill" and that I have to pay that amount because to qualify for the 30 day money back I have to cancel before 30 days and be current on my bill. I was told there is nothing they can do because the account is on collections. I was set up by this company when the customer service representative told me I didn't have to pay, because of course, I was not going to meet the criteria for the money back because my bill was going to be past due. The customer service representative should have instructed me about the policy and give me the correct information. Instead, WOW representative gave me misleading information so I couldn't qualify for the money back guarantee. Again, confirmation # for that call is XXXXXXX on September 8th, 2014.

Desired Settlement: I want the account balance to be $0. I shouldn't have to pay because a WOW representative gave me the wrong information. If WOW reviews the phone call, they will see that their customer service is giving out incorrect information. They should make that policy very clear when calling for cancellation.

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ In order to qualify for the 60 day money back guarantee, the consumer must pay timely. Refer to the Terms and Conditions, section 16: Subject to applicable law, to be eligible for a money-back guarantee refund, Customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii)disconnect and request a refund at the same time within 60 days of service activation. The refund will not apply if service is reestablished by Customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change. ******* ******

1/28/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: My internet is down for the last three days. When I called up the customer service to see what was going wrong, they told me that my modem is incompatible and that I needed to change it. I know that it is compatible because my friend and neighbor is using the same modem. Also the only criteria for the modem to be compatible is it should be DOCSIS 2.0. My modem is DOCSIS 2.0. Keeping that aside, I tried with three other modems. Each time I called them, they told me that the modem is incompatible. Seriously? All four modems are incompatible? Two days gone. I finally decided to schedule an appointment with a technician. They me an appointment for 8:00 am today. It's close to 9:00 now and the technician still hasn't come. When I called up the customer service again to see what was wrong, they told me that the appointment is not for 8:00 but for anywhere between 8:00 am and 12:00 pm. Atrocious. Seriously, why would you tell me that the appointment is for 8:00 when yourself don't know when the technician can come. This is unacceptable. I only switched to WOW! because of their prices, but I guess you get what you pay for. I've had it with these guys, switching back to ATT, their prices may be higher but atleast their service is good.

Desired Settlement: Do your job and fix the ******* internet!

Business Response: Initial Business Response /* (1000, 10, 2015/01/15) */ The name and phone number on the complaint do not match the person at the address given. That being said, if this is the correct account that I am reviewing, there was a replacement modem put in and no troubles since 1/7/15. ******* ******

1/26/2015 Problems with Product/Service
1/26/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Internet and television service quality has declined since being reported two months ago and WOW cannot fix the problems. After reporting the initial service degradations WOW has done the following which resulted in no or very little improvements in service quality: - replaced coax cable inside house to specific television having the most trouble - replaced connector inside house for the cable modem - replaced coax cable from the pole to the house - replaced coax cable from the demarcation point to the cable modem - replaced 11 segments of a hardline providing service to multiple subscribers - provided a loaner cable modem to eliminate the possibility of my cable modem being defective. Things I have done to assist WOW: - Provided full, detailed and quantitative information about the service interrupt times including the frequency and severity of service disruption/interruption. - Provided free and easy access to my house and property to WOW technical staff. - Provided assistance with trouble shooting and analysis of the failure to the extent allowed by WOW (I am an expert in a related communications field but not in cable systems). Due to the severity of service interruptions which are so bad that television broadcasts are regularly interrupted and my family has been unable to access web sites, stream movies, and send/receive emails for up to 50% of the time, I requested and received two months of service credit on my bill since WOW was not able resolve the problem in a timely manner. The outages were so severe that my family exhausted our cellular data allotment on one mobile device and half of the allotment on another device in Dec. We have never used more than 1/4 of our data allotment in the two years we have had cellular data plans. On Dec 8 WOW turned in a repair order to their maintenance department to replace a hardline that they believed was the source of the problem. The work was schedule to occur during the week of Dec 22 - 26. I asked specifically if the work would be performed since that was during Christmas holidays since I thought it was not likely to be completed. I was assured that the work would be started and completed in the target week. On Dec 28 I contacted WOW to find out if the work had been completed since my service was still severely degraded and getting worse. I was informed that a maintenance blackout was declared due to Christmas holidays and due to the number of subscribers that would be affected by the repair work. Needless to say I was not very pleasant to the WOW representative and I told him that WOW lied to me about the repair work completion since it is likely that WOW staff already knew that a maintenance blackout would be imposed during the holidays (again, I am an expert in a related communications field so I know the practices of typical service providers). At that time I requested that WOW find a way to at least provide uninterrupted internet, such as a MIFI modem, until they are able to restore acceptable service quality. They refused to investigate any options to provide uninterrupted service and stated that the time frame to resolve the issue was so close that there would be no time to provide a work around anyway. I asked and was told that when the work was started on Jan 5 that it would take no more than two days to complete. I told the WOW representative that if the repairs were not complete and my service was not restored that I would report all of the events that had transpired to the BBB. The work was completed sometime between Jan 7 and Jan 8 (WOW rep did not respond to my email inquiry on Jan 7) but my service is still regularly interrupted. So, I am reporting all events to the BBB. I am now going to find another service provider so no settlement from WOW is requested. My goal in submitting this complaint is to inform the public of WOW's inability to provide quality services or to even fix their network issues.

Desired Settlement: I want WOW to operate their company in a manner consistent with the values published on their corporate website which are copied and pasted below. Our Values Our philosophy is simple. We deliver an employee and customer experience that lives up to our name in all of our dealings, no matter how great or small. Our ongoing commitment to provide excellent service and create stress-free experiences for our customers is exemplified in our core values: Courage: Act on your beliefs with pure intention in spite of your fears. Respect: Treat others as you wish to be treated. Integrity: Choose to do what's right. Accountability: Own your part of any situation and work towards a solution. Servanthood: Embrace the attitude and honor of serving others rather than being served. If we were a person, we'd likely be described as honest, sincere and likeable. We are fun-loving. We like who we are. We love what we do. And we appreciate the people we serve. We're a company of people who derive genuine satisfaction from taking care of each other, and our customers. Which means doing things a little differently than most telecom companies. Like treating people as members of the human race, for starters. Fostering positive customer experiences at all transaction points. And taking a more personalized approach to serving our customers. This personalized approach includes providing solutions that are thoughtful and affordable. Delivering service that is not just responsive and satisfactory, but utterly personable. Honoring your time, and our word. Being totally accountable for our actions. Giving you reason to believe in us. Not what you'd expect from a cable company, is it? Welcome to WOW!.

Business Response: Initial Business Response /* (1000, 5, 2015/01/15) */ Information has been taken and my apologies for the issues. If the consumer would like to discuss anything further, they can contact me at : XXXXXXXXXX Respectfully, ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2015/01/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The service problems have not been fixed and there are numerous WOW customers that are still receiving poor service. I am looking for another device provider but the remaining customers need the service to be restored to acceptable levels. Mr ******'s response did not mention any commitment to correcting the problem or reimbursing the customers affected by the problem. Final Business Response /* (4000, 9, 2015/01/22) */ The service issues will be address and if compensation is necessary, will be added to the account. ******* ****** Final Consumer Response /* (2000, 11, 2015/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/26/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The complaint is regarding a recent charge of $50 for a technician visit. I was specifically assured that I would not have to pay for the visit. My account number: XXXXXXXXX. The complaint is regarding a recent charge of $50 for a technician visit (11/12/14). It all started about a week or two before that, when I noticed that my IP address has changed from Chicago (where I am) to Columbus, OH. At about the same time, my Internet speed dropped from the promised 15M/2M to 10% or that, and often to only 1% (i.e., to 0.15 download and 0.02 upload). I called on 11/09/14 and they could not resolve the issue on their side and offered to send a technician to fix it. I specifically asked and was specifically assured that I would not have to pay for the visit, since the problem appeared to be on their side (there should be a recorded conversation with a WOW rep to confirm that). The technician came and replaced the modem. Since the modem was leased from WOW, it confirmed that the problem was caused by a malfunctioning of their equipment. I was nevertheless charged for the visit and my credit card was charged even before I got the ****. I called Customer Service on 11/26/14, spoke to the manager as well, but they refused to refund the charge. I asked for a WOW Costumer Advocate phone number, called it 3-4 times, leaving messages, they never called back. I sent a note to ******* ****** who is listed on their web site as Senior Vice President, Customer Care, via his Contact Me web form, never got a response from him either.

Desired Settlement: I request a reversal of the $50 charge.

Business Response: Initial Business Response /* (1000, 6, 2015/01/08) */ The slow speeds were caused by the consumer's own equipment. The modem was changed just as a precaution. Charge will remain. ******* ****** Initial Consumer Rebuttal /* (3000, 8, 2015/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is unacceptable and the reason provided bogus, and. frankly, laughable. "The slow speed were caused by the consumer's own equipment" !? Seriously!? Which "my equipment"? During the technician's visit we connected the modem with my computer directly, via an ethernet cable, and the speed remained the same (i.e., painfully slow, only 1% to 10% of the promised speed). So, which other piece of my equipment could have caused the slow speed? My keyboard, my mouse? The moment I switched to Comcast I got 30/6 Mbs with the same "own equipment." Another issue that was not addressed in Mr. ******'s response: I was assured by the WOW rep on the phone that I would not be charged for the visit (since they record calls, that would be easy to check). I specifically asked for such an assurance since I know for their proclivity to "charge first, and waive the charge only upon complaint, if at all." Had I not gotten such assurance, I would have immediately cancel the service, as it is cheaper to switch providers than to pay for the visit. This is a deeply disappointing response from a company that prides itself with its customer "service." I once again request the reversal of the $50 charge. Final Business Response /* (4000, 10, 2015/01/15) */ Credit has been applied. ******* ****** Final Consumer Response /* (2000, 12, 2015/01/26) */ (The consumer indicated he/she ACCEPTED the response from the business.) I called WOW customer service and they confirmed that the credit has been applied. They also said it might take up to six weeks for a check to be issued.

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called WOW last week to ask them what I needed to do to replace the cable modem I was renting from them with a cable modem I might purchase myself. They told me that all I needed to do was to call them when I purchased the modem with the "MAC address" of the new modem. (By the way, I also asked them if I could purchase from them the cable modem I have been renting from them for years - they said "NO".) So I purchased on Amazon the exact same model of cable modem that I have been renting from WOW for years, the Arris TM502G. After I purchased the cable modem and was ready to install it, I called WOW to give them the MAC address they had told me then needed me to give them, and that is when they told me that, if I installed this modem, I would no longer have any phone service!! (I have purchased from WOW for years the TV-internet-phone bundle of services.) I asked the WOW customer service representative why the customer service representative I had spoken to last week had not told me that installing a new cable modem would result in the loss of my phone service. The customer service representative said he didn't know why I had not been told this. I asked to speak to a supervisor and asked the supervisor why I had not been told that installing a new cable modem would result in the loss of my phone service and he too said that he didn't know. I asked him what WOW could do to rectify this error that WOW had made, and he said that there was nothing that WOW could do, or would do. Not really knowing what to do at that point, I finally decided that I should simply proceed with the installation of the new cable modem I had purchased for $51.48 and, sure enough, I lost the phone service I had had from WOW for several years. I subsequently called another company that provides phone service over the internet to arrange transferring my phone number, and my phone service, to them. However, when I later called WOW back to tell them that they should no longer be billing me for phone service, since phone service was not provided through my new cable modem, they belatedly informed me that, when I installed the new cable modem, they had cut off my phone service and "returned my phone number to the pool" and therefore my phone number was no longer available and could not be transferred!! (This is a phone number, by the way, that I have had for over 30 years!!) Again, this is important information that I was NOT GIVEN by WOW prior to making a decision about whether I should install the new cable modem. At every step of the way in this process WOW has been uncooperative and uncommunicative, not giving me vital information about how this replacement of the cable modem would work and what implications it would have for me and the service they provide to me. If they had given me the information I needed beforehand, it is probable that I would have made different, more informed, decisions about how to proceed with this cable modem replacement I called them about last week. Instead, at every step of the process, they either neglected to give me this vital information, or chose not to give it to me, so that I suffered loss of service, of money, and of a phone number I have had for over 30 years. Their customer "service" in this case has been unprofessional and unethical, and I believe they should be held liable for this egregious failure to provide even minimal customer service.

Desired Settlement: none

Business Response: Initial Business Response /* (1000, 16, 2014/11/20) */ Information noted and sent to the proper departments. My apologies for all the issues. ******* ****** Initial Consumer Rebuttal /* (3000, 19, 2014/11/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) I need to hear from the "proper departments" that Mr. ****** refers to. Final Business Response /* (4000, 21, 2014/12/04) */ I handle all complaints for WOW!. The information has been noted and the other departments have been notified. They do not respond to complaint as that is my position to do so. ******* ****** Consumer Response /* (3000, 29, 2015/01/14) */ On 11/20/14 Mr. ****** of WOW wrote "Information noted and sent to the proper departments. My apologies for all the issues. ******* ******" On 11/22/14 I replied "I need to hear from the "proper departments" that Mr. ****** refers to." On 12/4/14 Mr. ****** replied "I handle all complaints for WOW!. The information has been noted and the other departments have been notified. They do not respond to complaint as that is my position to do so." ******* ****** Evidently Mr. ****** misunderstood what I wrote. I did NOT mean that I would have to hear directly from the "proper departments," but that I would have to wait to hear what Mr. ****** heard from the "proper departments" and relayed to me. I have just now (on 1-13-15 at 8PM EST) just been notified of Mr. ******'s (non) response on 12-4-14. I would submit that Mr. ******'s "response" on 12-4-14 is, for all intents and purposes, a "non-response" since it does NOTHING to address the issues of my complaint. I have not heard ANYTHING in almost 3 months from "the proper departments" via Mr. ******. Mr. ****** offers "apologies for all the issues" but has said nothing about a resolution of these issues, and has apparently heard nothing from "the proper departments" or has simply failed to pass along the response he received from "the proper departments." So this complaint is by no means resolved, since WOW had NOT responded with ANY kind of resolution of the complaint in almost 3 months. It would almost appear that WOW is determined NOT to respond to this complaint in any meaningful way. However, they continue to send me bills for charges I submit I am NOT responsible for. I am still awaiting a meaningful response from Mr. ****** explaining what "the proper departments" have to say about my complaint and the issues raised in it. Thank you. Business Response /* (4000, 31, 2015/01/15) */ The response requested was " none" so the proper response was given. The proper departments that have been notified and will be addressed internally. ******* ****** Consumer Response /* (4200, 33, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) the initial desired resolution was "none" because, when I first filed the complaint, there was nothing I was requesting WOW to do, but, now that they keep sending me bills I am not responsible to pay, the resolution desired is "stop sending me these bills" Business Response /* (4000, 35, 2015/01/22) */ The balance on the account has been removed. ******* ****** Consumer Response /* (2000, 37, 2015/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) If WOW has indeed "removed the balance on the account," (i.e., my previous WOW account), then I accept this proposed resolution. If I receive ANY further bill from WOW, however, I will either re-open this complaint, or file a new one

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was owed a refund and have not received. WOW said the check was sent and cashed but I have never cashed it. In June of last year I moved to a new location and cut off my cable with WOW. I was owed a refund of about $40. I have called every month about this refund to be told that it is in the mail. Then it was returned because they put the wrong address on it. So it was reissued. Now they are saying the check was cashed. I have advised them that I never received or cashed this check and they won't do anything about it. I have asked for a copy of the check to prove I didn't cash it and they won't do that either. They said there is nothing they will do to assist me even though I have repeatedly told them that someone else has fraudulently cashed it and they don't care.

Desired Settlement: I just want the refund I am owed.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ A second refund check was sent out 10/28/14 and returned on 11/18/14. The consumer is going to have to call in and verify the address where the check is to be sent. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already explained that but was just told on 01/05/2015 that another check was mailed in November 2014 and cashed. I have not received a check nor have I cashed it. When I call WOW they tell me there is nothing they can do since a check was cashed even when I tell them I never cashed it so It had to have been stolen and fraudulently cashed. I have given them the correct address several times. Final Business Response /* (4000, 9, 2015/01/22) */ Notes on the account shows that a check was mailed out to customer on 1-12-2014 in the amount of $40.73. Final Consumer Response /* (2000, 11, 2015/01/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for your quick response. I have received the check. I do think that you need to work on your customer support via phone though. Every time I call, they are very unhelpful, rude and I was placed on hold for almost 30 minutes and no one checked back in with me to let me know they were still there or trying to get help.

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: They told me I could cancel my service and not be charged if I didn't like it, canceled and they are trying to charge me for 2 months of service. Called to have service installed 11/11/14, installed 11/13/14. Rep stated that if I didn't like it and had it canceled within 30 days, there would be no charge. Called to have disconnected on 12/11/14, returned equipment on 12/13/14. Received 1st bill ever for $264.60 dated 12/14. Called and the young man said he would have a supervisor call, noone called. Received another bill today dated 12/19 for $187.70. They have changed the dates and are trying to make me pay for days I didn't even have equipment to have the service. And ignorant ******* who was supposed to be the supervisor told me I better pay the bill. Are you kidding me!?!!!

Desired Settlement: I want a zero balance on this account. I was willing to pay for the 28 days I had the service just to get them out of my hair, but no, I want what they lied and said it was going to be in the 1st place. $0 Account# XXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ Please refer the consumer to the terms and conditions, section 16: 16. Termination of Service by Customer: Except as specifically agreed to in a writing signed by the parties (e.g., as part of a Business Customer Agreement), the Services and this Agreement shall remain in effect until disconnection of the Services byWOW! occurs as a result of WOW!'s receipt of Customer's notice of termination, and Customer returns theWOW! Equipment. Customer shall give such notice of termination either in writing, or by callingWOW! at X-XXX-XXX-XXXX. Any applicable money-back guarantee given at the time Customer subscribes to theWOW! service is available only to first-time subscribers for refund of the first and second regular monthly payments made by Customer for theWOW! service (excluding taxes and other fees, equipment charges, optional service charges,WOW! OnDemand, pay-per-view, and long-distance and other usage based charges). Subject to applicable law, to be eligible for a money-back guarantee refund, Customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within 60 days of service activation. The refund will not apply if service is reestablished by Customer within 180 days of disconnection.WOW!'s money-back guarantee policies are subject to change. Since there was never a payment made on the account, the consumer does not qualify for the money back guarantee. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) They were never paid because I never recieved the 1st bill! And then when I finally received a bill it was for over $260 for 28 days of service. I have called these people countless times trying to rectify this foolishness, only to be spoken to with disrespect. All though they lied and said I wouldn't have to pay for the service if I cancelled within 30. I did and was willing to pay for the 28 days to get it out of my life but then Wow tacked on additional fees for days and they had the equipment back. How was I using the service with no box, let me know when you figure that out! And then you had the audacity to tack on a late fee for a bill I never got. The CS guy even stated that I was never mailed a bill. How was I to know what and when to pay?!!!!!! Contact me with a logical bill without the rip off fees and attitude and I will gladly pay it. I am no deadbeat. Thank God for Comcast! Professional and they don't give false information to obtain new accounts. I'm not surprised at all about all the online complaints. Get it right, kiss my *** and get $0 or sue me. Final Business Response /* (4000, 13, 2015/01/22) */ If the balance is not paid in full after 120 days past due, the account will be sent to a collection agency. ******* ****** Final Consumer Response /* (4200, 15, 2015/01/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wooooooo, I'm soooo scared. You will get $1 for 157 months. I'm done with this. You all are a bunch of thieves and liars and should be ashamed

1/23/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I called WOW to cancel my account with them. If they answer, they put on hold and they never came back to the phone. If you are able to talk to them please make sure that my account it is cancelled. I was able to talk to a representative today and I told her again that if my account it is not cancelled I would not pay any more bills. Today I received another bill to confirm that my account has not been cancelled yet.Thank you and I hope that they get the message. ******* ********

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like to receive a letter or e.mail from them, stating that my account has been settled and cancelled and from now on I will not receive any more bills from them starting November 12, 2014. Thank you.******* ********

Business Response: Initial Business Response /* (1000, 10, 2014/12/11) */ The customer contacted us to disconnect but ended the call with the call center agent before the work order could be completed to setup the disconnect on two different calls. We made contact with the customer on 12/04/14 after receiving an email and completed the disconnected after contacting the customer and being able to complete the work order. Billing was back dated to stop on 11/20/14. A Final bill statement was sent out showing the account being adjust back to this date with the final amount due on the account. Initial Consumer Rebuttal /* (3000, 13, 2014/12/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I did not have the service for the month of November 2014. I should not be billed for the month of November. When WOW wont to get their equipment they should call in advance and their representative must sign a receipt that they received what they left at my house and that the account has been settled completely. I've been a good costumer for long time, their service always had problem when there was a storm and they should learn to treat costumers with respect especially during the time that they are not able to take care the problems. If they wont to get paid they suppose to supply a good service. Thank you. ******* ********. Final Business Response /* (4000, 30, 2015/01/22) */ The consumer is responsible for the return of the equipment. Please see sections 4 and 19-21 of the terms and conditions. ******* ****** Final Consumer Response /* (4200, 34, 2015/01/23) */ From: ******* ******** (mailto:************@hotmail.com) Sent: Friday, January 23, XXXX X:XX AM To: ******* ******** Subject: RE: BBB Complaint Case# ******** (Ref#XX-XXXXXXXX-XXXXXXXX-XX-XXXX) Below it's my final answer to WOW, they got ten days from January 17, 2015 to retrieve what they left at my house, from then on there will be $ 10.00 per day for storage plus demages for not been able to have a new provider for my service. Final answer. Thank you again for your support. ******* ********

1/21/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/27/14 I called and was given a discount to my bill. 3 cycles later, it has still not been applied and now I am told it is no longer available. On October 27, 2014 I called in and spoke with ********* about our bill increase and she was able to find an additional discount she was going to apply to our bill to help with the cost. Knowing it would still go up slightly, we were pleased with where she was able to get our bill. She advised us to pay the current amount due, $126.65, and the overage would be applied to our November bill. On November 26, 2014 I called back and spoke with Rojan because the overpayment did not show, my bill was not adjusted, and I didn't get any credit. He told me the discount was never applied to my bill and he would take care of it, and to underpay my bill, $104.01, to cover the overpayment that was never credited. On December 26, 2014 I got my most recent bill and there was $20 from my underpayment still due in addition to my current bill. I called in, yet again, and spoke with *****. He was unable to understand my issue so I had to escalate to his supervisor, ************** ID ****** After a lengthy hold, she advised that the discount was never applied to my account and is no longer available. She said she would escalate and call me back within 24 hours. I made a point of making sure she would and what time I could expect a call. I called in 2 days later and spoke with ************** ID ***** who said she would send ***** an email, but she couldn't confirm when or if she would call back (?) To me, this is unacceptable. She said I could talk to her supervisor but she couldn't find him so she would have him call me back in a couple of minutes. I still have not gotten any callbacks.

Desired Settlement: I would like the discount of $25 to be applied to my bill as promised in October and I would like the $20 overpayment from October to be credited to my bill.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ Consumer was given a discount on 12/28/14 that was accepted by the consumer. The $20 credit has already been applied to the account. ******* ******

1/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 12/22/14 during a service call, the installer put his foot through my ceiling. There has been no communication from WOW concerning the repairs. I attempted to contact WOW multiple times to repair my ceiling. No one ever called me back for a resolution.

Desired Settlement: I want my ceiling fixed and a credit to my bill for dealing with this hassle.

Business Response: Initial Business Response /* (1000, 10, 2015/01/15) */ A supervisor will be in contact with the consumer to make the repairs. If the consumer would like to discuss further, they can reach me at : XXXXXXXXXX ******* ****** Initial Consumer Rebuttal /* (2000, 12, 2015/01/19) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/16/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was on a price guaranty for 18 months after 4 months my bill was increased. When I called to complain, the Rep claimed that my guaranty was for basic service not the complete package and I had been informed of the change. This is a lie. I was guarantied a total price of $153 and change per month including taxes and fees for 18 months. She then told me that I was mistaken and the guaranty was without taxes and fees. At the point I pointed out that my bills since the guaranty was consistent with all fees included. I requested a supervisor and asked her to review the tapes. The supervisor explained that it didn't matter what I was promised as I was at the maximum discount. I called the corporate offices. I was told that the tapes would be reviewed and he would get back to me. He said he was very busy and refused to provide a time frame. It has been over three weeks. I have called again but none of my calls have been returned. I was going to switch providers but found that my hardware was not compatible. Since then I have been charged late fees for not paying the increase and I was threatened with disconnection if I did not pay this increase. I appreciate any help that you can provide. I am disabled and television is really my only form of entertainment. My account number XXXXXXXXX.

Desired Settlement: A refund of the additional charges and late fees that I have already incurred and reduction of future charges back to the guarantied amount for the balance of the 18 month guaranty.

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ Please refer to the Terms and Condition, section 24 The rates for fees and equipment are subject to change . The bundle price will not: 24. Rates and Pricing: Subject to the express terms of any temporary promotional offer or discount authorized byWOW!, Customer agrees to payWOW!'s then current rates, fees and charges for the Services provided. Such rates, fees and charges for the installation of the Services or Equipment and rates for programming or other services are subject to change in the future. If we are required by law to give you notice of a change in our prices, it may be provided on your monthly bill, as a bill insert, by mail, by e-mail, in a newspaper, by transmission over our cable system or other communication permitted under applicable law. Customers who participate in a promotional offer with a discount on monthly service fees will revert back to the standard monthly fee for the Services at the end of the promotional period. For customers participating in a price protection plan or similar promotion, prices will automatically adjust on an annual basis, in accordance with the terms of the plan. Unless otherwise expressly provided, all of our prices and any promotional, discounted or guaranteed rate for service applies only to the particular Services identified, and excludes additional fees and charges for things such as taxes, fees (however designated, including but not limited to franchise fees, PEG fees, regulatory fees, regulatory recovery fees and separately stated cost recovery charges, such as the Broadcast TV Fee and the Sports Surcharge), equipment rental, installation, late fees, service and repair charges and other optional, usage-based or separately billed services. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response simply quoted a policy that I was not informed of when I agreed to when I accepted this price guaranty from WOW through their telephone representative. Either the representative purposely omitted portions of the agreement that would influence me to chose another carrier, these rules were instituted after the agreement and WOW is attempting to alter the terms of an agreement months after an agreement has been made or WOW believes that it is an acceptable business practice to concealed the conditions of a verbal contract and or lie to potential and current customers in order to get new and or retain current subscribers. AT&T the provider that I was considering offered a price guaranty on the entire bill not just the portions of the bill that they chose to guaranty. If I had been informed of this I would have changed providers. Since I had been promised a specific price for 18 months , I invested in an external hard drive that is not compatible with AT&T equipment. AT&T has since discontinued the promotion that I was considering. If I had been informed of the conditions at the time my conversation with the representative, I would have taken the AT&T proposal. The response from Mr. ****** simply covers company policy and does nothing to cover the particulars of my complaint. Over the telephone Mr. ****** told me he would review the tape to find out exactly what I and the rep agreed to. This response says nothing to the verbal agreement between WOW's representative and myself. As of yet I am still waiting for Mr. ****** to review the tape. I am more than happy to review the tape with Mr. ******. I am good for my word. If I am mistaken and the representative did explain that the price that we agreed on covered only portions of the bill I will live by my word and pay the new charges. I do however believe that if I am correct WOW should also be willing to live by the verbal contracts that their representatives make and live up to the price I was promised for the term of the agreement. Final Business Response /* (4000, 14, 2015/01/15) */ There has been no change in price for the bundled service. The account is correct. ******* ****** Final Consumer Response /* (4200, 16, 2015/01/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am still waiting for WOW to offer a resolution. Instead Mr. ****** continues to offer statements that are not applicable to this complaint. As I earlier explained, I was never offered nor did I ever agree to a price on bundled services. I was offered by the WOW representative and agreed to a total price for all services and taxes. Mr. ******'s response has absolutely nothing to do with my complaint. Is Mr. ****** saying that he accepts that the WOW representative lied to me and it is an acceptable business practice for WOW representatives purposely lie to customers. If Mr. ****** does not believe that having WOW employees purposely deceiving customers is an acceptable practice , I am still willing to review the tape . If I am wrong and WOW employees are not purposely deceiving customers why is Mr. ****** no longer willing to review the tape with me.

1/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WOW changes my long distance telephone carrier from ECG to WOW. This is against the law. WOW has changed my long distance carrier from ECG to WOW at least twice. ECG says WOW has done this often. I cannot reach WOW by telephone; WOW puts me on hold indefinitely long. Product_Or_Service: cable, telephone, internet Account_Number: XXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Prosecute WOW for changing long distance carrier to WOW. Change my carrier for XXX-XXX-XXXX and XXX-XXX-XXXX to ECG.

Business Response: Initial Business Response /* (1000, 14, 2014/12/31) */ The account has been credited for the LD service and verified that the LD provider is ECG. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

1/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billing statements haven't been correct since the beginning & our contract terms haven't been honored, as negotiated. We had a very nice salesman, but the contract negotiation was unusual to say the least. However, the contract hasn't been followed since we went live. Billing statements haven't been correct since the beginning & our contract terms haven't been honored, as negotiated. After already paying 3 statements and having sent & received dozens of email communications, our statements remain inaccurate. We're still being billed long distance for using approximately 2,036 minutes this past month, but we have a contract that allows us 6,000 free long distance minutes. Our statement also shows credits that I don't understand (they don't match the credits I requested, so I'm completely lost & I don't trust WOW! to clarify it for me. I can only work from my logic, which can be proven in our written documents). Please have someone contact me via email that has the full authority to offer credits and make permanent changes to the way we're billed each month. A phone call from this person would be great, but I'll need it documented back in writing once an agreement is reached. That's probably the best & fastest way to wrap this up. Thanks!

Desired Settlement: Credit us the amounts that have been over-charged to date, change whatever is required in WOW!'s systems to make sure this doesn't continue, and settle our billing issues once and for all. I don't want money or credits that aren't due to us. I only want what we agreed to in our contract & credits for all overbillings, in a way that makes sense to me as well.

Business Response: Initial Business Response /* (1000, 5, 2014/07/15) */ The customer billing statement was billing incorrectly on his 04/28/2014. This statement had LD charges that were not covered by his agreement on 2/3/2014 of $67.30. He received a credit of $60.80 from the local office. A new contract was updated for his LD services on 05/21. The contract states that he would pay $120.00 for 5000 minutes of LD. The customer was also to receive a discount of $125.00 on the account for this as well. We would be crediting his account $5.00 for the LD. The Business AE offered the customer the 5000 minute plan before it was available in USHA. Since then the customer has received a credit on his 05/28 statement and 06/28 statement without the $120.00 charge but the credit of $125.00 was still applied so he did receive this credit. The customer has received more credit than he actually should have. Credit on 05/28 bill = $125.00 - LD charge of $48.48 = $76.52 Credit on 06/28 bill = $125.00 - LD charge of $75.49 = $49.51 The account has been corrected as of today for the 5000 minute plan. This should correct his billing to a consistent charge of $120.00 for the 5000 minutes and the $125.00 Business Discount that was agreed upon. The contract rate of $759.42 has been correct and this rate does not include taxes and fees. The taxes and fees look to be around $80.00 to $85.00 dollars. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/07/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. ****** claims he has provided more credit than was due to ****. Even if the $317.13 credit was eliminated, we did not receive our $200 per month credits in the months of March & April. The total credits he's provided is $247.44, leaving a balance of $152.56, per the terms of our original contract. However, I am of the opinion that WOW! should also pay the $317.13 because their staff caused this loss. Additionally, WOW! has been billing **** long distance charges during the months of April, May, & June. Therefore, we're still owed a TOTAL CREDIT of $660.96. I also believe the long distance charges may continue, which will increase this amount every month. Please see the attached files for your reference. The spreadsheet has been created to clarify all information in this claim. I've attached our contract for reference of the facts. Please see the notes on page 5 of the contract for the $200 per month credit agreement. We never received those FULL credits. The spreadsheet will clarify everything owed, received, and the final tally of what's still owed. If WOW! will credit the full $660.96 on our next statement & remove all long distance charges from all future bills, this case will be resolved! Final Consumer Response /* (4200, 11, 2014/07/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Once again, WOW!'s representative has exaggerated their efforts. I have received only one (1) voicemail from WOW! and it was left by ****, a Customer Care Representative, on 7/23/14. I've already tried working with Customer Care & our local sales rep numerous times and can document those occasions with emails. As they have personally informed me, Customer Care doesn't have the authority to work with me on these issues. They only take notes, say they'll get back with me, and they don't. I can provide evidence of this fact and show that even our local sales rep required me to follow up with him numerous times (on more than one occasion) to get any answer at all. Additionally, those answers were never complete and they never granted the solution that was fair to **** - only partial solutions. As for the current WOW! response, I do not accept this as a complete resolution. We are rightfully owed a credit of $660.96 and he's only offering to credit $317.13. Is this court? Are we negotiating outside of what's fair, just so we can avoid the expense of law teams? I don't feel a negotiation is fair in this case. I've been perfectly honest in all the facts I've presented and they are all backed up with written documents, which I can provide upon request. Why does WOW! feel they have the right to negotiate? Do they not feel that they have an obligation to adhere to their own negotiated contracts? Why did WOW! recently change their direction by having me sign a contract addendum to retract their original requirement of offering the $200 credit per month & instead they now offer more free long distance minutes? This worked in their favor as well, but I agreed. Even when we were under the original contract, prior to the 5/21/14 addendum, they did not adhere to their contract. They added long distance to the bill, but they never once gave us the full $200 credit, as required by the executed contract. I do not intend to accept anything less than our written agreements and because I've had to spend so much of my time negotiating these issues (& still spending my time), that will only cause me to stay until the end of our contract. If they want to make me a long term customer, they would need to go above and beyond in their customer service efforts. Final Business Response /* (4000, 34, 2014/09/30) */ The long distant charges have been removed and verified. When the account cycles, a new bill will show the credits. ******* Consumer Response /* (3000, 40, 2014/10/17) */ Consumer filed new complaint: Case# XXXXXXXX Consumer: ****, ****** WOW! has continuously failed to correct their billing to our company. This is a continuation of a previously closed case (BBB CASE # XXXXXXXX). The previous case was closed due to a longer than normal delay of my response. We were in our busy season and I was drastically overloaded. Anyway, since the previous case was closed, we've just received our latest WOW! statement and it included a credit, almost in the full amount needed. However, WOW! has still failed to correct the source issues that caused this case in the first place. Therefore, back-charges continue to accrue and they will continue to owe us more each month. I've attached a spreadsheet to document the problems, which are basically as follows: 1. WOW! has seemingly increased our agreed upon contract price ("Monthly Service Charges") from $759.42 to $822.00. 2. WOW! continues to charge us long distance when we should never be paying long distance, unless we exceed 6,000 minutes, which we've never done in the history of our company & have not with WOW! Please help resolve these problems. Thanks! 1. Stop billing us more than our contract amount. 2. Stop billing us long distance. 3. Refund the $16.03 & do not bill us ever again for the two items listed above. Business Response /* (4000, 42, 2014/10/22) */ This customer LD plan was not updated for each individual line. A credit of $201.81 was applied for the LD charges (07/28, 08/28, 09/28 statements). This will appear on the next billing statement. The plan shows to be billing $697.00 plus taxes & fees which is lower than the contract rate. The customer billing should be correct going forward. I have updated each line individually. Consumer Response /* (4200, 44, 2014/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) As I've done once before, I'm posting that I don't accept the business' proposed resolution just until our next statement is received in another month, so I can verify the business' response is accurate. As this case has documented, I've been told things would happen in a specific way more than once and the business failed to follow through. This is why I'm keeping the case open until I can verify the changes were really made. Thanks! Business Response /* (4000, 46, 2014/10/30) */ We will wait on the consumer to report his findings when the billing arrives. ******* ****** Consumer Response /* (4200, 48, 2014/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still just replying to keep the case open until the next statement arrives. Thanks! Business Response /* (4000, 50, 2014/11/26) */ Noted Consumer Response /* (4200, 52, 2014/12/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) It appears this month's statement has credited us more than actually owed. We'll take that as a resolution for the frustration and huge amount of time I've had to spend managing this process. However, the billing discrepancies still remain. Therefore, even if we closed this case now, I would have to continue spending needless time managing our monthly charges/credits until we go negative again and then I'd possibly have to open a new case for resolution. I really don't understand why WOW! can't seem to correct their billings to us. We have a written contract stating that we DO NOT pay long distance. Though the amount charged to us this month is very small, it's still not in compliance with our contract. Is it possible to get a self-explanatory statement from WOW!, with charges that are very easy to understand for a 5th grader? That would make a good statement in my opinion. Please remove your system's ability to charge us long distance and return our Monthly Service Charges to the written contract amount of $759.42. As an alternate solution, confirm to me "in writing" that our new monthly "Total New Charges" will remain below $800 for all future months that we remain with WOW!, notate that this written document will supersede all other written documents including our signed contract, have an authorized representative of WOW! sign, date, & notarize this document, and I will accept that as a final resolution. Business Response /* (4000, 59, 2014/12/31) */ This is not information that should be discussed through the BBB. I will have your sales agent, or someone from that office, make contact with you to discuss the billing. ******* ****** Consumer Response /* (4200, 61, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't say that I agree with you! While I have no idea how your operation works and/or who is in charge, or in control, of your customer's billing, I do know that WOW!'s billing for us has not followed our executed contract since day one. WOW! is still not in compliance with our executed contract and your local office says this is controlled by Corporate, so I cannot agree to close this case with your current response. If I were you, and if I didn't possess the authority to solve this problem myself, I would immediately contact and involve someone who could correct my customer's problem. After having this case open for almost 6 months now and considering the fact that WOW! is still not honoring its own contract terms, I find your response rather disheartening and a bit one-sided. As I stated previously, I'll be happy to close this case if anyone with authority at WOW! will write me a letter stating that our billing statements will remain under $800 for every single month, even if we continue to be charged long distance each month. Thanks! Business Response /* (4000, 63, 2015/01/08) */ That amount would be part of the contract as the proof needed. ******* ****** Consumer Response /* (4200, 65, 2015/01/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) Another ridiculously unclear response. I can tell I'm dealing with someone who doesn't care about their customer's needs. I'll assume we're just another number to WOW! and your company could care less if we stay with you or not at the end of our contract. Even though you're ignoring the facts, since our last two billing statements have been less than $800 each month, I'll allow this case to be closed as long as all future statements remain below $800. If another future statement appears above that amount, I'll reopen this case or start a new one and upload the previous case documents. BBB: You may close this case as "partially satisfied" or "unsatisfied"! Thank you for your involvement!

1/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Threatened to send a charge of $120 to a collections agency if I don't return a piece of equipment that was never in my home. I had WOW for two years with very few problems. I moved into a new apartment in June 2014, transferred my service and added DVR and was promised when adding the service that I would pay $93.48 a month for 12 months. Previously I had the steady same bill, why not now? I would not have added the service if I knew my bill could fluctuate. Since June 2014 I have had to call in to correct my bill because I was being overcharged by at least $5 for a different reason each month, and each month I was promised by a supervisor this was officially taken care of. I finally decided to cancel my service with WOW in the beginning of December when I made multiple phone calls to get a new charge taken off. Supposedly a promotion had ended on my bill that I was not made aware of and that amount also had a price increase so a full $8 was being charged to my bill now per month. They refused to reimburse me that charge even though I had been promised to pay the $93.48 a month. I had an appointment for a technician to come out to my home on Friday December 12, 2014 at 5:30 pm to pick up the equipment that I had from WOW for my internet modem, controller and DVR box. I had a specific discussion with my tech about making sure that he knew what was to be taken (I am not a cable technician and do not know what all of their equipment is, that is the technician's job). He said that he had everything he needed and left my home. I received a letter on Monday December 22, 2014 that was dated on December 17, 2014 stating that my "final notice" about a "Universal DTA" in my home that I need to return to them worth $120. This was my FIRST notice. The letter said I needed to return this piece of equipment within 10 days of the date of the letter or the $120 would go to a collections agency. They even threatened my credit standing. The letter said that the equipment needed to be returned within 10 days of the date of the letter, I received the letter and the first notice of any problem 5 days into the date of this letter. I called WOW to explain that all of the equipment had been picked up from my technician ***** ****** (tech #4065. Cell #XXX-XXX-XXXX) on December 12, 2014 at 5:30 pm. They said it was all recorded on my account but that a DTA adaptor still needed to be picked up. After insisting on speaking to a supervisor about the issue, the person on the phone refused telling me they could not help me further except for filling out a form that will take 5 days to process with their accounting department to look for the equipment. I insisted that there was no equipment to find because it was never in my home to pick up and got no further help. I made sure that they made a note on my account to not charge me for the equipment while they went through their lengthy process of trying to settle the form. I still had the phone number for my technician so I called him in case of getting any help from him. He very helpfully explained what the equipment was that the company was describing (they did not help me with this in any way at customer service), and he told me he never saw that equipment in my home to pick up and that the items he logged for pick up were the only ones I had. I called back to WOW to try and get further assistance and to explain what my tech had told me and got the same run around from the first person I talked to and the supervisor I had to pull teeth for to get them to transfer me to. I again insisted that the form won't help because I never had the equipment in my home for them to pick up. I insisted on a written form of consent on this issue claiming no charges will be made and they refused to give this to me saying it was not possible. On December 22 at 6 pm was the last discussion I had with WOW about the form. I have no reason to keep anything from them and would not want to be charged in trying to do so. I paid my bill every month on time for almost 28 months. I am trying to be taken advantage of and I won't stand for it.

Desired Settlement: I just want to be done with this company. That is why I cancelled their service in the first place. I want the Universal DTA to be rectified in their system that it was never in my home, that I do not owe them any piece of equipment, that I do not owe them any money, and to not send any amount of any money to any collections agency in my name in response to not receiving the equipment. I want to be in complete good standing with a zero balance and no outstanding equipment or other issues with WOW.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ The charge was removed from the account and has a $0 balance, after the credit check was sent to the customer. ******* ****** Initial Consumer Rebuttal /* (2000, 7, 2015/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) After calling for a week and talking to multiple people as I explained before that refused to help me, someone finally said they can take off the charge with the click of a button. I do not appreciate the way I was treated with this company and how I was refused to be helped and given the run around instead when the issue could have been solved in a matter of minutes as it finally was. I will not hesitate to reopen this complaint if a charge appears in the future as I have read it happening to other customers with this company, but I am glad to finally be done with them and hope to never have any more problems in the future.

1/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Hi BBB,I had WOW Cable installed in my home on December 13, 2014. After the cable guy left, I turned the channels on my three TV's, but there were only a few channels that I could view. Most of the channels were blocked. I could only see only five or six channels. I could not believe it. The cable guy did something to my mom's tv, she could not turn the channels with the remote control. I called WOW cable, I had to wait about 15 minutes for a rep to answer my call. He said that he would have someone come to my house the following Tuesday to fix my cable. I decided to call WOW on the following Monday to cancel the cable. I returned all of WOW's equipment. Wow sent me a bill for $69.15. Why should I have to pay this bill for the lack of service WOW gave me for a few days. I never even had the cable for a week. Please help me with this bill. Thank you. Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like WOW change the bill to $0.00. I should not be held responsible for paying $69.15 for the lack of cable I had for three days. I just want to be done with this. Thank you.

Business Response: Initial Business Response /* (1000, 10, 2015/01/08) */ The account has been credited and showing a balance of : $0 My apologies for the inconvenience. ******* ****** Initial Consumer Rebuttal /* (2000, 12, 2015/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) WOW credited my account. I'm completetly satisfied. Thank you BBB.

1/9/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: When I cancelled my service I was told my installation fee would be reduced. After multiple incorrect bills and calls I was then told it would not be. When I cancelled my service in early December 2014 I was told by a customer service representative that my installation fee would be reduced to $25 from $50 due to the terrible service I received. A couple of weeks later I received a bill stating that I owed $78. I called customer service and explained the issue and was told I would receive a new bill for the correct amount. I received a new bill on 1/6/15 for $50. I called customer service again and was told that they would not reduce the installation fee even though I was assured multiple times that it would be. The $25 is not the important part here. The issue is these companies can get away with whatever they want and this is the only recourse.

Desired Settlement: I would like to be reimbursed the $25 that I was told that I would not be charged.

Business Response: Initial Business Response /* (1000, 5, 2015/01/08) */ the account has been reviewed and does show that the consumer was to get half off the installation. The account has been credited for the $25. ******* ****** Initial Consumer Rebuttal /* (2000, 7, 2015/01/09) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Will not refund money. Should of been resolved on 11.25.14, today is 12.27.14, still waiting. Returned equipment, they are saying we did not. Has had WOW for several years. We just moved and their service was not provided where we moved to. We had to cancel their service on 11.1.14. I apparantly overpaid and now they will not refund my money. They are saying that we still have a digital box out, when I returned both of them at least three years ago, because we did not need them. I have talked to several managers and the last one I spoke with was after Thanksgiving. She told me that everything was supposed to be taken care of by the 11.25.2014 and then proceeded to tell me that there are several cases before mine and they will get to us when they get to us. According to the manager that I spoke with, quite a few of people have canceled their service and now they are doing inventory because these other people are having the same problem as me. Today is 12.27.2014 and I am still waiting for this to resolved, I would like my money $81.67 back, and that it shows that I returned the equipment, back when I did!

Desired Settlement: I just want my money back that I overpaid, $81.67. I would also like to show that the equipment that I returned three years ago, is off our record.

Business Response: Initial Business Response /* (1000, 5, 2015/01/07) */ The check was processed on 1/2/15 and the consumer should have it within 10 business days. ******* ****** Initial Consumer Rebuttal /* (2000, 7, 2015/01/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) My only question is, does this mean that they did find the equipment that we returned and it is off our record? I do accept the refund since we overpaid and was told that several times.

1/8/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Called in 3 times to discuss billing/channel/issues. Informed rep that I felt like WOW did a bait/switch. Asked 3rd rep for supervisor. All 3 hung up. (Detroit MI WOW market)....On Dec. 14, 2014, between 12:23 and 12:41 pm, I made 3 calls to WOW. 1st hung up afterf asking my name. 2nd rep made an offer to off set bill and add channels, but hung up call. 3rd rep was asked for supervisor; he asked for the issue and I shared. All of sudden call went dead; then I could here him, but there was a pretention he could not hear me. I could here him making offers, but the phone went dead. As a customer with other cable options, there was no call back to address my issue even though each rep had my callback number. The door to door WOW sales rep pitched a good sale. However, I believe it was a game of bait and switch. WOW has not maintained the original offier citing unforseen billing issues on their end. I lost several good channels (Starz and Encore) that were included in original pricing. Supposedly, to replace the lost channels, WOW added IFC and Sundance, which were actually apart of another package. I lost those channels because bill increased again. None, of the reps solved my issue. Steer away from WOW....it's a bait and switch game with them.

Desired Settlement: I want what was offered to me in my original package without any price increase. At least, be professional and not hang up on your customers, especially those of us have supported this small , struggling company!!!! I deserved a call back to discuss issues after calling in 3 times.

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ All calls are 100% recorded . I will investigate the calls and coach if necessary. I will have someone make contact with the consumer today. ******* ******

1/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: False information given by call center multiple times and account charged for Wow's defective service I had an internet outage on 11/27 and when I called the customer care they were unable to troubleshoot. They arranged to have some one send the replacement device and fix it. When asked they told me there was no charges for the same. Subsequent day when I confirmed I was confirmed that there is no charge. However the bill shows $50 levied by Wowway. Kindly rollback the $50 bill amount on my connection.

Desired Settlement: Remove the $50 charge on my account.

Business Response: Initial Business Response /* (1000, 5, 2014/12/04) */ Charge was due to not being a WOW! issue. Charges will stay as is. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/12/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) The customer care told me that visit is free because of Wow fault. Final Business Response /* (4000, 9, 2014/12/18) */ There would be no charge if it was a WOW! issue. Since it was the customer's equipment, the charge will stand. ******* ******

1/5/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Complaint taken by phone by BBB staff (pb):The consumer is a senior and longtime customer of WOW cable. The company used to offer a $15 senior discount. She received a letter warning of disconnect so she called the company on 12/9. She got transferred between several different customer service representatives. She finally got a supervisor who told her they discontinued the $15 senior discount and the best she could do was a $5 discount and she could drop the service that guarantees WOW will come out to fix any problem with her line or TV. That might save her another $5-$10. She asked for the number for the corporate headquarters but the woman wouldn't give it to her, but said she would transfer her. She left a long message at the corporate number but received no return call. She also asked that her service not be disconnected, but today the company disconnected her. She tried to call again and be transferred to corporate but was told they are closed on Thursdays. She was also told she would have to pay $22 to have her service reconnected.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Reinstate her $15 senior discount. Reconnect her service without charging her $22.

Business Response: Initial Business Response /* (1000, 5, 2014/12/18) */ The $15 discount is no longer available to put on the account. The reactivation fee will be removed. ******* ******

1/5/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WOW! would like to charge me $50 for the pick-up of their equipment. When i sign off on no such contract binding me to this practice. Tried Wow Cable, they have a 60-day money back guarantee. I dropped them in 2weeks lol. Anyhow now they want to charge $50 for pick-up of equipment.

Desired Settlement: Come pick up your ****.

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ On 12/18/14, the consumer was notified as to where to bring the boxes to so he would not be charged. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2014/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) There is no agreement obligating me. They can pick up their own equipment. Final Business Response /* (4000, 9, 2014/12/31) */ Section 4 , of the terms and conditions states it is the customer's responsibility to return the equipment. 4. WOW! Equipment: All equipment, including but not limited to cables, wires, amplifiers, cable boxes,modems and remotes delivered to and/or installed in the Customer's home by WOW! ("WOW! Equipment") remains the property of WOW!; provided, however, unless otherwise specifically agreed to in a separate written agreement (such as a commercial or multiple dwelling unit agreement), WOW! Equipment does not include internal cable home wiring (and passive devices connected to that wiring)that begins at a demarcation point roughly twelve inches outside the point where the wiring enters the Customer's premises (the "Inside Home Wiring"). Ownership of the Inside Home Wiring passes to Customer upon installation. Upon termination of Service, for whatever reason, Customer's right to possess and use the WOW! Equipment terminates. Customer must return all WOW! Equipment in the same condition as when received, reasonable wear and tear excepted, by any method reasonably requested by us, within ten (10) days after disconnection of Service. Upon our request, you will permit us, and our employees, agents, contractors, and representatives, to access your premises during regular business hours to remove the WOW! Equipment and other material provided by WOW!. This removal will be conducted at an agreed to time, and may result in an additional fee. In all events, you will ensure the return of all WOW! Equipment to WOW!. 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. Customer agrees that WOW! may charge such amount to Customer's credit card or bank account, if applicable (seeSections 19-21). In all events, Customer agrees to immediately pay such charges whether the WOW! Equipment is lost (through theft or otherwise), damaged or destroyed. Customer agrees that WOW! is not liable for any NSF, overdraft or other charges that may be imposed upon Customer as a result of charges by WOW! against Customer's credit card, security deposit or bank account. Furthermore, the customer did not pay anything on the account so he does not qaulify for the MBG.Please see section 16, of the terms and conditions: 16. Termination of Service by Customer: Except as specifically agreed to in a writing signed by the parties (e.g., as part of a Business Customer Agreement), the Services and this Agreement shall remain in effect until disconnection of the Services by WOW! occurs as a result of WOW!'s receipt of Customer's notice of termination, and Customer returns the WOW! Equipment. Customer shall give such notice of termination either in writing, or by calling WOW! at X-XXX-XXX-XXXX. Any applicable money-back guarantee given at the time Customer subscribes to the WOW! service is available only to first-time subscribers for refund of the first and second regular monthly payments made by Customer for the WOW! service (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, and long-distance and other usage based charges). Subject to applicable law,to be eligible for a money-back guarantee refund, Customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii)disconnect and request a refund at the same time within 60 days of service activation. The refund will not apply if service is reestablished by Customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change. ******* ****** Final Consumer Response /* (4200, 11, 2015/01/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I SIGNED no obligation described in your retoriric. Furthermore, no Bank records our charge cards were established with wow. Come get your things, for the last time.

1/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My services (phone, internet, and cable) were to be installed on 12-17-14. It is now almost 9PM on 12-18-14 and my phone still isn't installed. I called WOW! to speak with someone about transferring service from ******** I had an appointment set up for 12-16-14. The installer and I missed each other. Someone came out on 12-17-14 and could not get the phone service installed. Someone was to come out on 12-18-14. I've been waiting all day and as of now (8:51PM EST), no one has shown up to install the phone service. I was told around 3PM that someone would be out when he finished another job he had. No one ever showed and no one from dispatch called to relay any information to me. I called and was told someone would be out between 8PM and 10PM. That's completely unacceptable. Why charge me a $50 installation fee if you can't install services in a timely and accurate manner? I haven't had services with your company for two days and the company is already setting a bad example of how not to start services with a customer.

Desired Settlement: I would like for the installation fee to be waived and I do not want to be charged for any phone services until the phone line is installed. Based on how your system bills, I'm sure there will be some type of billing generated from the phone line being on the account.

Business Response: Initial Business Response /* (1000, 5, 2014/12/29) */ The account will be reviewed and a credit will be put on to the account. ******* ****** Initial Consumer Rebuttal /* (2000, 7, 2015/01/05) */ (The consumer indicated he/she ACCEPTED the response from the business.) I've spoken with reps who have advised me that credits would placed on the account.

1/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Failure to receive credit for returned items. As a Wow! customer, I ordered replacement remote controls, as mine became inoperable. Wow! indicated that I would be charged for the replacements, but this charge would be credited when the inoperable remotes were returned. Given the distant location of the Wow! return center and my busy schedule, I was unable to return the remotes immediately. Approximately 2-3 months after this, I determined to cease my service with Wow!, and was able to return the inoperable remotes in addition to those that replaced them. After receiving a final bill from Wow! for a pro-rated service period, I called to inquire as to why the credit for the remotes I had returned was not applied. The supervisor indicated that they would not be providing a credit to the bill. No explanation was given except to say that it was "convenient" for me, as I was no longer a Wow! customer, that I wanted a credit. Calling and interacting with the customer service was anything but convenient. I am not seeking a discount or a break on fees, I am simplying requesting a credit that Wow! had indicated to me that they would provide. Given that I am no longer a customer, they perhaps feel there is no incentive to adhere to what they promised or see to my satisfaction.

Desired Settlement: I am seeking a refund of the $40.00 for the replacement remotes that I ordered, paid for, and returned, along with the inoperable remotes that they replaced. This was discussed and agreed upon and I have acted in accordance with this agreement. I ask Wow! to simply fulfill its obligation.

Business Response: Initial Business Response /* (1000, 5, 2014/12/11) */ ****** ************ called in and requested the additional remotes, at this time was given the option to take the remotes into the local office for replaces that would be no charge or if wanted to have them mailed out there would be a $20 charge for each remote. This charge is not adjust when the old remotes are returned at a later time. Initial Consumer Rebuttal /* (3000, 7, 2014/12/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) We were instructed to return the remotes. There was not timeframe given to us. Considering the cost of postage and the inconvenience of the dropoff centers, it was not feasible to return them immediately. If it is WOW's policy to have them returned immediately, then that should be made known. If WOW can provide written internal documentation regarding its specific policies regarding the timing and manner in which it expects remotes to be return that is consistent with how it is handling this case, then we will drop the matter. Otherwise, its handling of this issue seems arbitrary and vindictive. Final Business Response /* (4000, 13, 2014/12/31) */ The remaing balance on the account has been remmoved and the account is showing $0. ******* ****** Final Consumer Response /* (2000, 15, 2015/01/02) */ (The consumer indicated he/she ACCEPTED the response from the business.)

1/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Charged for services that never worked. Several repair men came to fix issues and stated the last person "messed" things up. Internet and cable services were never in working order. Several repair men were sent to my address for "repairs." I was lied to about the channels offered by wow and was coherced into signing up for wow. After finding out the channel I wanted was not offered by wow they adjusted my bill. I had to call no less than 10 times about service in the month I had wow. Overtime they would send a repair man and adjust my bill. The services never worked and I switched to Time Warner. I refuse to pay a bill. I was told I would not have a bill if I was not satisfied with my service.

Desired Settlement: A zero balance!!

Business Response: Initial Business Response /* (1000, 5, 2014/12/09) */ The consumer had service from 8/23/14 through 10/25/14. No payments were ever made on the account. Two trouble calls were set up through that time. The balance is valid and will stand as is. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never had working service. Every time I called they said they would adjust my bill. Sericemen were to my address 4 times!!! I had the service less than 60 days. It took your terrible company 2 weeks to come get your equipment! Final Business Response /* (4000, 13, 2014/12/31) */ Notes on the account state that the consumer called in because his Internet was too slow, The service was obviously working then. The consumer has been verbally abusive with the customer service agents when asked to troubleshoot. The balance will remain as is. ******* ****** Final Consumer Response /* (4200, 15, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Too slow as in it didn't work!! It would take 5min to load any web site.

1/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Degraded signal quality on all channels assigned to frequency 525. Ticket # XXXXXXXX About three weeks ago,I called WOW about an issue I've been having for a year. A technician came out and saw that the RF parameters assigned to frequency 525 was -20 and it should be -15.He said that he'd call me back the next week to schedule an observation van to capture this while I was watching certain channels, the following week. He did not. So I called again, they finaly they scheduled the observation two weeks later. The techinican saw the breakdown of pixels and audio while he was in his van. He said the problem was basically above his pay grade and that the issue was coming from the channels. Finally he said he'd get back to me October 30, 2014 and I still have not heard back from them and I'm still having the same degraded signal quality issues with all channels assigned to frequency 525.

Desired Settlement: Until the issue is resolved give me a discount for all channels that's having this problem!

Business Response: Initial Business Response /* (1000, 19, 2014/12/04) */ Mr. ***** will be contacted today and will be in contact with the consumer shortly. ******* ****** Initial Consumer Rebuttal /* (3000, 21, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Mr. ******** solution was to provide me with a HD box free of charge until the issue was resolved. He had a technician set the box up and I have not seen that problem since, he also said he'd credit my account for those months that the signal issue existed. Then Mr. ***** turned this over to **** ******** XXX-XXX-XXXX. I called Mr. ******** and asked him, was he going to honor Mr. ******** solution and he said yes. Next thing I know they're trying to charge me extra for the HD box. I called Mr. ******* about that and they've since credited my account for the $8.86 that they were trying to charge me extra. I just talked to him again and I told him the fair solution would be to not charge me for the HD box because it's not my fault the signal problem cannot be handled with the digital box and to credit me $20.00 off for the previous 6 months of bad signal quality; even though it was almost a year. He said that sounded fair and that he'd get back to me. Final Business Response /* (4000, 27, 2014/12/29) */ The local office has been contacted and the customer will be contacted locally. ******* ****** Final Consumer Response /* (4200, 29, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) WOW has consistently said one thing and did another. Mr. ******** said he will not charge me for the HD box; but lets see six months out. Mr. ******** cannot give me a confirmation number confirming this promise so lets see how my bills are six months from now. It should be what it is today; $100.19

1/2/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Wireless internet service unreliable; many calls to Wow! to resolve the issue were unsuccessful. After switching to Wow!, we noticed that the wireless connection would drop repeatedly and often. We started calling and asking for help. Twice technicians were sent out to fix the problem here. We even invested in a new router which was the suggestion of one of the technicians. Nothing helped. Today, we called again and were told that none of these previous calls were on file and that a technician would have to come out to fix the problem. When we asked to speak to a supervisor, we were put on hold for over ten minutes. Unfortunately, at that point, the wireless connection went out again and the call dropped. We are currently on the phone with ******* to switch back to a reliable service.

Desired Settlement: We want to be reimbursed for the router and the services we have paid for and cannot use. And we want out of the contract.

Business Response: Initial Business Response /* (1000, 5, 2014/10/16) */ On 10/13/14, a technician was sent out to the home. When he arrived, the consumer stated everything is working fine. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2014/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) The technician came to the house after we had already switched to ******** This was the third visit of a technician. Worse yet, the previous visit notes were unavailable to the call center agent. Final Business Response /* (4000, 22, 2014/12/31) */ Unfortunately, we do not send checks to former customer due to service issues. WOW! would credit the active account for them. ******* ****** Final Consumer Response /* (4200, 24, 2015/01/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) Crediting an active account would have been a solution before you lost us as a customer. What do you propose now that our account is closed and we have moved on?

12/29/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We contracted with WOW internet for installation of internet sevice in May of 2014. The service wasnt installed untill July 11,2014 but we were billed for service that wasnt even installed since June 6,2014. We tried to get this resloved with the salesman Dave Bless but this is still not resolved, and after numerous calls to WOWs customer service number with no results and them cutting off the phone call it has now gone to a collection agency.After the poor responce from customer service we cancelled all service with them and returned all equipment on July 26, 2014.Dave Bless told me he would take care of this confusion with the billing department but now we are geting calls from a collection agency for the amount of $116.33 Product_Or_Service: iNTERNET SERVICE Account_Number: XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) WE WILL PAY FOR 15 DAYS OF SERVICE THAT THE EQUIPMENT WAS IN OUR HOUSE NOTHING MORE THAN THAT.WE ARE ALSO GOING TO NEED A WRITTEN CONFORMATION FROM WOW THAT THE CREDIT BUREAUS HAVE BEEN NOTIFIED THAT THIS WAS THIER MISTAKE AND MY CREDIT RATING IS NOT AFFECTED!!

Business Response: Initial Business Response /* (1000, 10, 2014/11/13) */ The account has been adjusted and is showing a currect credit balance. The collection agency will be contacted to remove the information. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 12, 2014/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are requesting written conformation from wow that all credit bureaus have been notified of their mistake. I will not have any credit issues because of their mistakes! Final Consumer Response /* (4200, 16, 2014/11/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) We do not have any statements showing a credit, or that we have paid the final payment for the 15 days of service from this company. Final Business Response /* (4000, 18, 2014/12/04) */ The credit will be shown on the next billing statement. It take one billing cycle to be sent. ******* ******

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: relations ceo **** ****** refuse to return my calls after eight calls ceo public relations of wow (**** ******)gave me his direct number to call for any problems I might have,which I did with unprofessional installations over size holes for phone install which let bugs enter causing me bites have medical records as prove,also un-schedule appointments causing me to miss my work appointment (losing money)I called **** ****** a total of 8 times to resolve this issues but no response.and also email wow main headquarters today no response yet

Desired Settlement: cash settlement of one thousand dollars for damages and lost wages.and phone call from ceo **** ******.

Business Response: Initial Business Response /* (1000, 6, 2014/12/10) */ Consumer has been contacted. Consumer was contacting the wrong company.

12/22/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The company has lied and misrepresented when I call them for honest pricing information, lied about future discounts. When signing up for WOW I was promised my bill would not exceed $120 per month for the first year unless I ordered/changed other services, My bill comes in every month at $130. I called 4 months in a row for an answer as to why this was, never getting a straight answer, was told taxes and regulation fees. So I let that one go as a loss. Then as my special one year pricing expired this past week my bill shot up $36 more dollars. When signing up I was told I can easily have that only be raised by $15 by just calling in for a credit from the service department. So I called and spoke to these folks and they were happy to oblige, until they came up with excuses two days in a row saying I needed to call back the following day because it would mess up my bill cycle. On the third day, when they bill cycle had changed, nobody was willing to help any longer. I feel like I have been having a shell game played on me from the beginning and believe WOW needs to reform their shady business practices.

Desired Settlement: I should be refunded for $48 for the $4/month magazine I was being charged for and never ordered, When I called in the first 4 months I had WOW. this was the item they were calling taxes and regulations over the phone to me, when I was asking for an explanation why my bill was $130 instead of $120. I would also appreciate, the $15/mo discount I was promised for a year by 2 different reps, but then, when the bill cycle changed, nobody is willing to help. Shame on your company

Business Response: Initial Business Response /* (1000, 5, 2014/12/19) */ On 12/18/14, the customer was given a credit for the magazine and a $15 for 12 month discount. Customer was satisfied. ******* ****** Initial Consumer Rebuttal /* (2000, 7, 2014/12/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/19/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: On or about September 5, 2014 at approximately 5 P.M I was engaged with WOW Customer Support person, ******* ****** (NOI) regarding a continuing 9 month old grievance regarding faulty service. Without warning my phone service was terminated/cut-off leaving my health, my life, and my property in great peril and jeopardy. There has been no attempt to contact me or restore my service.UPDATE: As of 11/5/2014 WOW continues to bill me for terminated services. Im receiving harassing phone calls and letters threatening to ruin my credit if I dont pay.

Desired Settlement: DesiredSettlementID: Other (requires explanation) 1. Refund: $500.2. Pay a consumer fine for violation of Federal Law.3. Terminate the employee of this illegal act, ***************4. Stop the harassing threats to collect fraudulent fees.

Business Response: Initial Business Response /* (1000, 5, 2014/11/06) */ The phone number was requested by at&t to have the number ported out to them. The occured on 9/10/14. On 9/5/14, the consumre indicated they were going to look for another provider. The phone number belongs to at&t no WOW!. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I maintain the circumstances in my complaint are true and accurate and can be verified. (1) Mr. ****** is either ill informed or just fabricating excuses. (2) I contacted a Service Tech the evening my services were terminated. (3) The Service Tech in turn contacted his supervisor in an attempt to revive my services to no avail. (4) I restored my services with AT&T on 10/10/14. (5) As of this writing I continue to be harassed by WOW for bogus service fees and threatening ruination of my credit. (6) Should this case proceed to litigation, Mr. ****** **** have the opportunity to perjure himself. Final Business Response /* (4000, 25, 2014/12/05) */ Information has been sent through the Attorney Generals office. There will be no statements given unless a supoena is sent through the WOW! legal team. ******* Final Consumer Response /* (4200, 27, 2014/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) WOW and ****** have not provided a good faith effort to remedy my complaints. ****** has engaged in lies to cover-up this violation of FCC Rules, "Termination of Service" This case should remain open to warn others...

12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WOW is not providing the service that I singed up for and they are trying to charge me fees to fix the issue. I started a contract with WOW internet services on 4/8/2014 for 30Mbps download speed, as part of a bundle package that also includes Ultra TV Signature. After several months of slow internet service, WOW sent a technician to my home to troubleshoot the issue on 8/14/2014, 4 months after system install. It was discovered that during the initial installation, the system hardware was not configured properly; clearly WOW's fault. My next bill had a service call charge of $50.00 plus taxes and other fees. I called to dispute and they said it would be taken off my bill. They also said they would work on a credit for the four months I paid for 30Mbps download speeds but was only getting 2-3Mbps. The next bill came without the fees removed and the bill also had an additional $10.00 late fee charge. I continue to have weekly issues with the service; having to reset the router at least twice a week. When I check the download speeds they are still only around 15Mbps, not the 30Mbps I am paying for. Also, my contract says the prices are guaranteed until January 1, 2016. I have already been informed of one rate increase scheduled to begin November 1, 2014 and was told I will be getting another increase after one year of service because of an "extra" piece of equipment. Remember, my contract does say in bold at the top... "Bundle prices guarenteed until January 1, 2016." To me it seems that WOW will tell you anything you want to hear to sign you up but doesn't deliver what you pay for.

Desired Settlement: I want WOW to remove the bogus charges added to my bill. I want WOW to refund me for the months I have been paying for 30Mbps service and not receving it. I want WOW to send out a technician, free of charge, to relaibily provide me with the 30Mbps I have been paying for since contract inception. I want WOW to uphold their contract and not increase any fees for any services whatsoever, until January 1, 2016.

Business Response: Initial Business Response /* (1000, 5, 2014/12/04) */ WOW! does not have contracts for services. Customer are allowed to change and downgrade at anytime. The account has been credited for the fees. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

12/16/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: COMPANY REFUSES TO APPLY CREDIT THAT WAS PROMISED BY THEIR CUSTOMER SERVICE DEPARTMENT I RECEIVED MY BILL FOR OUR CABLE, INTERNET AND PHONE SERVICES IN OCTOBER AND THE CHARGES WERE $148.21. MY PRIOR BILL WAS $111.90 MUCH LIKE ALL OF THE ONES BEFORE. I HAD TRANSFERRED MY SERVICE THAT MONTH AND WAS TOLD THAT I WOULD SEE A $15 ADDITIONAL CHARGE ON MY BILL SO I EXPECTED IT TO BE ROUGHLY 126.90 BUT INSTEAD IT WAS OVER $36 MORE THAN USUAL. SO I CALLED ON 10/10/14 AND SPOKE TO A GENTLEMAN IN THE CUSTOMER SERVICE DEPARTMENT. HE SAID THAT THE DISCOUNTS I HAD BEEN RECEIVING HAD EXPIRED BUT AFTER REVIEWING THE ACCOUNT HE WAS ABLE TO GET THEM REAPPLIED. HE STATED THAT HE WOULD CREDIT THE CURRENT BILL TAKING IT DOWN FROM $148.21 TO $128.21 (TO INCLUDE THE TRANSFER OF SERVICE FEE) AND ALL FUTURE BILLS WOULD BE ROUGHLY $117. SO WHEN I RECEIVED MY NOVEMBER BILL IT WAS $137.53 WHICH WAS $20 MORE THAN I WAS TOLD. I CALLED THE WOW CUSTOMER SERVICE DEPARTMENT AND WAS TOLD THAT THE CREDIT WAS APPLIED IN OCTOBER BUT THEY CANNOT CREDIT IT MONTHLY AS I WAS TOLD. I WAS THEN TRANSFERRED TO THE SUPERVISOR WHO ALSO SAID THAT HE COULD NOT HELP ME RECEIVE THE DISCOUNT THAT I WAS PREVIOUSLY PROMISED. I ASKED IF HE WOULD CREDIT THIS MONTH AND I WOULD MOVE MY SERVICES ELSEWHERE BEFORE THE END OF MY CURRENT BILLING PERIOD, BUT HE REFUSED. SO I ASKED TO SPEAK WITH SOMEONE ELSE AND HE ADVISED ME TO "HANG UP AND CALL BACK". I BELIEVE IT IS UNFAIR FOR THEIR EMPLOYEES TO PROMISE ME A PRICE FOR THEIR SERVICES, AND THEN BILL ME MORE, AND REFUSE TO RECTIFY THE ISSUE. AND AM VERY UNHAPPY WITH THE WAY THAT I WAS TREATED.

Desired Settlement: AT MINIMUM, I AM SEEKING A REFUND FOR THE $20 CREDIT ON MY NOVEMBER STATEMENT. I AM ALSO SEEKING A PRICE GUARANTEE FOR THE REMAINDER OF THE 12 MONTH PERIOD OF $117.90 AS ORIGINALLY PROMISED. THIS CONVERSATION WAS LIKELY RECORDED FOR QUALITY ASSURANCE SO PLEASE FEEL FREE TO REVIEW THE RECORDING.

Business Response: Initial Business Response /* (1000, 5, 2014/12/04) */ The $20 credit will be applied to the account. The consumer is currently disconnecting services. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged a $30 returned payment fee for their mistake. In September, my credit card was charged twice - 2 charges of $126.85. I called and asked for one of them to be reversed. I was told that a request would be submitted on my behalf, and it would take 4-6 WEEKS to process the refund. I asked them to clarify why it takes that long to give a refund, when it takes only an instant to place a charge and I was told that was the process. Frustrated, I contacted my credit card company. They informed me they could reverse it, and in 1-2 days I would see a credit on my statement. My October statement from Wow reflected this activity, and also included a $30 'Auto Return Check Charge'. I called Wow again. They said it was 'not their fault' and the charge could not be reversed. All they said was a research request would be submitted on my behalf, and that I would need to follow up with them in a few days to check the status. I called back a week later, and I was told my 'request' was denied, because it was not their fault. At this point I asked for a supervisor. After a long wait, a supervisor picked up the phone and proceeded to tell me that the reversal was my fault, and therefore the fee would not be refunded. I explained the whole story, again, and stated that it WAS their fault as they had double billed me. The supervisor simply repeated that I reversed the payment, and therefore it was my fault and they would not refund the fee. After realizing I was not getting anywhere with her, I advised her my next step was to file a complaint with the State, and if anyone wanted to discuss the issue with me, they should contact me anytime. To date, I have not heard anything from WOW. I just want my $30 back...not looking for anything else.

Desired Settlement: I would like my $30 fee to be refunded.

Business Response: Initial Business Response /* (1000, 6, 2014/12/04) */ If the consumer would have let the refund process take its course, no charge would have been made to the account. By disputing the charge to the credit card company, the payment was reversed and caused the charge. No refund will be made at this time. ******* ******

12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was a prior cable customer receiving internet and telephone services from WOW beginning in (9, or 10/2013), I needed the a good internet provider for my employment during that time because I worked from home. I kept having problems with the internet so I switched to ATT U-Verse for faster service effective 2/2014. When my service disconnected with WOW I received a final bill of 148.74. I was told that I could pay the bill on a payment plan. And this is what I done. I paid the bill and made the last payment 11/2014 for 23.74. Prior to this,I noticed that WOW continued contacting me asking why did I leave, and trying to re-establish services, and I continued rejecting them. I noticed WOW sent the bill to collections in November/2014. I don't understand why they would have placed this on my credit file when I established a payment plan ad diligently paid on the bill until paid in full. I called and spoke to supervisor ******* on 12/1/14,/ stationed in " Alabama", and she stated, Yes we do let you pay on a payment plan, but we still report it to collections after 10 days." I then stated, this bill was not reported, ( according to my experian report until 11/2014), then why would you wait until the bill was paid before you report it to the credit bureau when you know I was paying the bill regularly? ******* said she didn't know, because it was reported sometime in 2/2014?" There was no valid reason this **** should have been reported. I actually lost my job in 11/2013, of last year, and was indigent. I also paid the bill regularly, and was under the impression that a payment plan was Okay. WOW defaulted on a payment arrangement agreement and reported me to the credit bureau without my knowledge. I want the account removed from my credit file.

Desired Settlement: I want the negative record/ account deleted/removed from all credit bureau's that it was placed with.

Business Response: Initial Business Response /* (1000, 10, 2014/12/04) */ Now that the account is showing a $0 balance, it could take 30-60 days to show on the collection aganecy. ******* ******

12/16/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Had cable and internet with wow and stopped the cable returned the cable box in September of 2012 they are now trying to charge me for the box Had wow as my cable and internet and phone.In September of 2012 I stopped the cable and phone to go with ****** *** I was told to return the cable box to them or I would continued to be billed for the cable until the box was received. Retuned it received credi for the unused month of cable but continued with internet until April of 2014. I went with ****** ***** for cable and internet called WOW let them know I was dropping internet. When I received my final bill it was for $693.11 saying I never returned the cable box even though it shows in there records I returned the box and received the credits. They are saying the serial numbers to a cable box is showing its not in stock what ever that means I have only ever had one cable box with WOW and they agree but I owe for a cable box.I call them every single month and we go through the whole thing over and over again saying they **** get this fixed and now all I get from WOW is a collection letter. If they had tried to say this back in 2012 I had the return slip that was given to me but I no longer have it. its only after I cancel my service for internet do they now say they don't have the cable box I returned is not showing in inventory but showing I retuned the cable box and received credit in September. All they keep saying is I didn't return the cable box.

Desired Settlement: I want them to them to quit billing for a cable box the was returned 2 years ago and threating me with collection agency. I have all ways paid my bills.

Business Response: Initial Business Response /* (1000, 6, 2014/09/30) */ The equipment was shown not to ever be put back into inventory. I will have the local warehouse make another check for it. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 8, 2014/10/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) This has been the same thing they tell me every single time I called them month after month I have no control over there employees on how they put there equipment back into inventory over 2 years ago. again it shows in there notes the box was returned to them in September of 2012 and I was credited for unused portion of the cable. Why they continue to ignore that is beyond me. It's only after I cancel the internet service they say I didn't return the box. Now they have reported it to the credit bureau and damaging my credit. Final Business Response /* (4000, 10, 2014/10/09) */ I am going to request the equipment charge be removed from the account. ******* ****** Final Consumer Response /* (2000, 12, 2014/10/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) If they take the charge off and remove the collection account off the credit bureau's then yes I accept the proposed resolution Consumer Response /* (3000, 19, 2014/11/17) */ The case was closed on10/01/2014 with the understanding that would remove the collection from my credit reports and the charge for the box removed from WOW cable this has not happened and it's been a month and half. The only thing I have received is a collection letter and damaged credit from WOW cable Business Response /* (4000, 21, 2014/11/26) */ I will check and have someone make contact. Consumer Response /* (4200, 23, 2014/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I don't know what that means it isn't a resolution make contact about what I thought this was already resolved Business Response /* (4000, 25, 2014/12/04) */ The equipment and charge has been removed from the account. ******* ******

12/15/2014 Delivery Issues
12/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Had a guaranteed bundle till 2016. Then in 2014 I was informed that encore and stars would cost an additional fee Not what I signed up for had a guaranteed bundle till 2016. Early of 2014 I was informed me encore and stars would no longer be part of my bundle When I called to say that I had this in package I was told that I could get encore and stars back for an additional fee of $10.00 per month. My bill did not go down And mow WOW what's to charge extra. I have not have or can I watch these stations. This is a switch and bait game that WOW is giving their customers

Desired Settlement: I want WOW to stand by their guarantee and put all programs that I signed up for. And to reimburse me for the time I have not had these in my bundle

Business Response: Initial Business Response /* (1000, 5, 2014/12/09) */ As stated in the Terms and Conditions, section 22 : 22. Programming and Service Changes: All Services, including programming, program services, program packages, number of channels, channel allocations and placements, program tiers, broadcast channels, and any components or features of the Services, are subject to change. If we are required to give you notice of a change, it may be provided on your monthly bill, as a bill insert, by e-mail, in a newspaper, by transmission over our cable system or other communication permitted under applicable law. Unless otherwise provided in your agreement with us, if you find a change in the Services unacceptable, you have the right to cancel your Services. However, if you continue to receive the Services after the change, this will constitute your acceptance of the change. Initial Consumer Rebuttal /* (3000, 7, 2014/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept this. I will be cancelling in the future as soon as I see what my options are. with HBO and other media going to be streaming. I can go to another service for internet service. I was hoping that WOW wound have a better relations with their customers, but I was wrong.

12/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Deceptive Business Practices I'm gonna start out saying yes I was behind on my payment and my services were Interrupted. That is a fact. I called on November 5th to find out how much it would take to restore my service I was told 203.43 would get my service on and a payment of 166.48 paid by November 19 to avoid another service interruption I agreed they took the 203.43 restored my service Life's good, if that agreement that we made was honor. the next day my services interrupted again I called thinking it was just something wrong with my internet wow on November 6 they transferred me to tech. support they worked on it apologized for it on November the 8th same issue I called this time restored it gave me a 10.00 credit for the inconvience on November the 12th I called again I was told I should have never been given a price of 203.43 to restore my service I needed to pay 381.90 to get my service restored I was upset so took a deep breath ended my conversation with ****** ***** Today November 13th I call this morning I was told 405.00 to get this resolved I have never been given the same information twice according to my bill none of the figures they gave me add up to my statement.

Desired Settlement: I just want what I thought was the agreement wow offered me to restore my service originally Nov 19 payment of 166.48 when they took my 203.43 on November 5th and restored my service honor their end of the deal.

Business Response: Initial Business Response /* (1000, 5, 2014/11/14) */ At the time the customer paid the $203.43, the balance on the account was $566.83. The actual amount that needed to be paid to keep the services on, at that time, was $369.91. The services have been disconnected for nonpayment and in order to turn the services on, the consumer would need to make a payment for the full balance that is on the account of $405.27. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/11/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response was the same as the complaint, the agreement that was offered was not honored there was no mention of that at all, admitting they made an error in giving bad information. I thought that when someone makes a mistake the least they can do is apologize for it and maybe honor their mistake giving bad information to me. In my line of work the company would take the heat and not the consumer !!! Thanks anyway Final Business Response /* (4000, 9, 2014/11/20) */ The consumer made a payment and the next day the account cycled again. This put the customer very past due again. My apologies for the mscommunication but the balance stands as is and would need to be paid in full before reconnect. ******* ******

12/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: since becoming a WOW! customer in August,I have only received a collection statement. 6 attempts and 2 supervisors they have not corrected the issues End of August I became a Wow! customer. I called ************ on 10/10/14 after receiving a blue collection notice. I cleared up the past due and asked for the invoices I was missing to be sent. I explained I have never received any invoices other than a late collection notice. they explained the invoices are sent out on the 27th of each month. I called again on 10/30 re-explaining the issues, still did not receive the past invoices I requested nor a current invoice. Again the Wow! support said there was no issues on their end. they however added a $10.00 late fee even though I was not receiving my invoices. 10/30 rep also gave same runaround "the bill should arrive today or tomorrow." 10/31 I called and paid any fees to avoid another late fee let them know still no bills received to my home. 11/5/14 called and spoke to ******* (supervisor) reexplained all the problems and customer support runarounds. On the phone with him for 45 minutes seemed as if we made headway. ******* looked into and saw one potential problem. Today, no past invoices I paid nor current bills have arrived to my home address that they have on file (which had been rechecked every call) 11/13/14 called back talked to **** supervisor, to let him know I have not received the itemized past billing requested (3x requested) nor current billing. my bill is due tomorrow and I have not received my bill nor past info. **** the supervisor explained he does all his payments electronically and suggested since I am having problems to go electronic. And since WOW! info is available to me online that was his solution he felt this was unnecessary and also explained the last supervisor ******* already looked into my account. Also he suggested I open an investigation at my local post office. Wow s the only bill I am not receiving. Ironically I DO receive WOW! flyers in the mail as well as a new cable channel lineup sent from the same place as the collect statement I received in october. my account is #XXXXXXXXX. I asked my postal carrier if he felt this was an issue, but agreed if this is the only piece of mail I am not getting, it sounded like the problem is on WOW! end

Desired Settlement: Not that I feel Wow should compensate, on 11/13 I enquired a credit due to the excessive phone calls and over an hour of wow call conversations. **** the supervisor explained WOW! will NOT offer any credits, they do not credit accounts. but said he understood my frustrations... I really just want my bills to be sent to my home. I receive all my other service billings for utilities etc and feel Wow! needs to send a mail billing since they are providing a service. I have never had to experience anything like this ever. I am still in shock I need to bet the BBB involved for Wow cable to show any integrity. Thank you I hope you can assist.

Business Response: Initial Business Response /* (1000, 5, 2014/11/20) */ The address that is on file for the consumer is: ******** *********** XXXXX ***** ** ******* ** XXXXX-XXXX The address matches the one above. If any further issues occure, I would suggest to contact the post office for assistance. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

12/4/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They did not mail a final bill after my services were terminated. I was told to drive to one of their local offices to receive my $0 ****. I called on Thursday, July 24, 2014 and my installation took place on Monday, July 28, 2014. An hour after my install I realize my internet speed is extremely slow (purchased 15mbps, tested at 4.23). I call back to get a representative who sends the original technician back to my home to fix the slow speed. After an hour of tests/calls, using a wired modem he realizes the "new" wireless modem is bad. He tells me that he doesn't have any more modems but that his supervisor would drop one off tomorrow. I call back on Tuesday, July 29th to find out when I can expect the new modem to be delivered. I was then told the technician did not put anything in the system and I'd have to wait until August 4th to get a technician out with a new modem. I tell the representative to cancel my service effective Friday, August 1, 2014. He's now less than thrilled to help a "new customer". I also inquire about the company's money back guarantee and what it entailed. I ask him what the procedure is for returning the equipment, he tells me a UPS box **** arrive and to ship the equipment back that way. I look online at my account on Thursday, July 31, 2014 and see there's a $25 charge to ship the equipment back. He never advised me there would be a $25 fee to return equipment I've used for only five days. He did NOT advise there were alternate options of returning the equipment, for example, returning it to a local store. I decide to stay because the time and energy to select a new service provider is time consuming. My next scheduled technician appointment was scheduled for August 6th. At this appointment I am told it's not a modem issue, but an outside line issue and a special technician **** be out between 8am - 9 pm on August 7th to resolve. I contact WOW again on Monday, August 11th to report that my internet connection speed remained slow. It is at that time I am told I'll have to wait yet again for another technician to come out on August 19th. It is on Friday August 22nd that I decide to terminate my service with WOW, effective immediately. After waiting for over five weeks to receive my final **** which I was told on 9/6/14 was a $0.00 balance I call and speak with ******* and ******* who inform me that although my 9/8/14 **** was for $84.48 that I would not receive a **** with the zero balance as I was told on 9/6. I'd have to drive to one of their five locations in the Chicagoland area to receive the final ****. Their system is incapable of producing a final ****. My concern was if I never receive a $0 **** WOW Cable could at any time come back and say I owe the $84.48. This is disturbing, that you're getting away with billing practices like these. This should be illegal.

Desired Settlement: A final bill being mailed to me with the correct balance.

Business Response: Initial Business Response /* (1000, 5, 2014/10/16) */ A request to send out a copy of the final **** has been made. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) WOW keeps sending me 9/8/2014 **** with a $84.48 balance. I have not received the final bill dated 9/29/2014 that should reflect a $0.00 balance. 10/13/2014 WOW mailed the 9/8/2014 **** again which is not the last and final bill that I've requested. I am requesting a copy of the last and final **** that reflects the correct balance. NOT RESOLVED! Final Consumer Response /* (4200, 11, 2014/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have been told three times in the last four weeks a final **** **** and was mailed. None of which were the final ****. Not resolved, no **** received. Apparently WOW is trying to figure out why it was never produced. ******* may I suggest you spak with **** ******* or ***** (*****)before you respond that it has been resolved first. WOW apparently can't figure out why the **** isn't printing/available. Final Business Response /* (4000, 13, 2014/10/24) */ My office is in the same building as the Account Research team. I have asked them personally. It **** go out when the **** cycles. ******* Consumer Response /* (3000, 20, 2014/11/11) */ This has not been resolved. I have not received the final **** as of 11/11/2014. It was supposedly mailed on 10/29. The company continues to tell me they've mailed two bills, none of which have been received. Business Response /* (4000, 22, 2014/11/13) */ The account shows the following: Current .00 1 -30 .00 31-60 .00 61-90 .00 Over 90 .00 Total .00 ******* ****** Consumer Response /* (4200, 24, 2014/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would like an actual itemized ****. The last **** I received was 9/8/2014 which states I have a $84.48 balance. I am told there's a 9/29/14 and 10/29/2014 **** that was mailed that I never received. Why can't you mail, fax, email me a copy of those bills? As a consumer I am entitled to an itemized **** that states my balance. I was told the system produced the bills and they were supposedly mailed twice. Now I'm told the system could not produce a ****. What's the truth? Business Response /* (4000, 26, 2014/11/20) */ If there is one available , it **** be sent. ******* ******

12/3/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have used wow cable since September of 2012 and I have had issue with the cable and internet since then. And they never fix the problem totall. I can't enjoy my cable it blank out while watching programs you call they can never fix the issue from the office they have to come out and charge you for a tech coming out. My internet keep going down and my kids can't complete home work assignments when they come home from school so I have to go to the library after work and pay to print. And I always try to be reasonable but this is the last draw. I have been on the phone with wow since October 4-6 trying to get my internet fix and no one offered a credit for my inconvenience all they did was offered to send out a tech on Friday Oct 10. So I will be without internet for over a week. ***** from Naperville call center was not helpful at all she disconnected my modem and never have reconnected it so I had to call back and sit on the phone for 20 mins Oct 6 2014. My cable isn't working neither and I told them that but nothing was done about it. I will not continue any longer to pay for services that me and my family can't enjoy. I have spent a lot of money for their services and when I ask for the number to the corporate office to make a complaint I am told that they are corporate. Well if that is corporate I can't believe the owner worked hard to have this kbusiness

Desired Settlement: $500

Business Response: Initial Business Response /* (1000, 5, 2014/10/07) */ An appropriate credit has been applied to the account. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) On 10/10/14 a Wow tech came out and fixed at my internet and cable tv issue and on 10/16/14 I had the same issue where I can't watch my cable TV that I pay for and can't get a connections to Demand. I called and spoke with a customer service tech name ******** from Naperville and she tried to send a signal one time and said I will send out a tech to fix the problem. As I stated previously I have never been able to enjoy my cable since I had it. When is it enough? Please help. I want a total refund so I can take business where it is appreciated. Thanks, ******** ***** Final Business Response /* (4000, 23, 2014/11/20) */ There has been a credit of $16 for the charge. The rest of the billing is correct and will remain. ******* ****** Final Consumer Response /* (4200, 25, 2014/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I can't afford to go back and forth with Mr. ******. He has made it clear through this whole complaint that he does not value my business despite how many chances I gave him to apologize and aske what is he can do to resolve the issue. Instead he just Carrie on with his nonchalent attitude in which is all I needed. Thanks for taking time out to try and resolve the issue with Wowway and myself.

12/2/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Being charged for equipment that was picked up by a technician. 10/28/14 I called to cancel our account because of internet issues. We had only had the account for about 2 weeks and already had so many internet issues. CSR basically said ok and account would be taken care of. She also set up an appointment to have a Digital HDTV Cable Box with controller and a Modem for the telephone. This was scheduled for 11/05/2014. On 11/03/2014 I logged into our account online and noticed nothing had been adjusted. I called and sat on the phone with another CSR for 15 minutes just trying to find the account. She eventually had to transfer me to someone else. I asked about why we were showing a $195.34 balance when there was a 60 day money back guarantee. Really nice gentleman stated that he would initiate the request and our next statement would reflect a 0.00 balance. He then said I see here that you have a pick up scheduled for 11/05/2014 for the equipment. I said yes, he stated wow you just made it in time because we are not offering that service any longer. I said oh I didn't know that but great! On 11/05/2014 at 9:26am a WOW technician that was about 5'8" blonde hair, about 220lbs, maybe 19 years of age rang the doorbell. I answered and he stated he was there to receive the equipment. I retrieved everything from the office and he asked, is that everything, I said I don't know is it? (I was being a smarty because as a technician he should know what he's picking up). I then said yes it's all here. I handed it to him and I personally opened the box to show him that the modem was still wrapped in the plastic and had a yellow cord on the side in a cardboard box. So on the bottom it was the HDTV box then on top of that was the cardboard box with the modem inside then the remote control beside that. He said ok thank you, have a good day. On 11/10/2014 I received a bill for $122.16 for service saying it was due upon receipt. Then today 11/13/2014 I received another bill saying that they never received the equipment. WHAT?!? So I called. After being hung up on twice I finally got someone that told me that the equipment is still not there and the service bill would remain until equipment is returned. I explained I had it picked up by a technician on 11/05/2014 and she stated that she would again "initiate a request". I certainly don't want to continue getting bill after bill notice after notice. So I requested to speak to a manager, she stated that one couldn't help me any further than her but sure. SO the supervisor tells me the same thing but promises to call me on Sunday 11/16/2014. I told her not good enough that I have a notice stating it would go to collections in only a couple days. She said give me 72 hours and that really it wouldn't go to collections until 60 days have past. I'm worried that I will continue getting the run around for this. We liked the cable part of WOW but the internet kept cutting out for hours at a time several times a day. So because of all the calls I have had to make and being hung up twice and being on hold during another call for 15 minutes I do not feel confident that this will be resolved on Sunday when she calls.

Desired Settlement: Want the $122.16 taken off the service bill. I also want the charge for the Digital HDTV Cable Box $355.00 taken off and also the Telephone Modem $250.00 taken off of the bill before it goes to collections.

Business Response: Initial Business Response /* (1000, 5, 2014/11/20) */ The balnce will remain until all equipment has been returned. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) The equipment HAS been returned to your technician on 11/05/2014 @ 9:26am. What YOUR technician does with it after he leaves is in the hands of your company. Obviously I have read NUMEROUS complaints about equipment being lost by YOUR technicians. How am I to produce something that had already been picked up? You can review your files to see that the technician arrived at my house. Also NO ONE called on Sunday like they were supposed to. Final Consumer Response /* (2000, 10, 2014/12/02) */ Issue has been resolved with the company. The equipment was finally located, charges taken back off account along with the charges for the service.

11/24/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: AFTER THREE FAILED ATTEMPTS TO CORRECT THIS BILLING ISSUE I'M CONTACTING YOU. DURING EACH CALL I WAS ASSURED THE ISSUE WAS CORRECTED. ORIGINAL SERVICE DATE 8-26-2014, JOB # XXXXXXX WOW HAS ACKNOWLEDGED THE BILLING ERROR AND CLAIMS IT HAS BEEN CORRECTED, YET IT CONTINUES TO SHOW UP ON THE BILL,

Desired Settlement: I WOULD LIKE THE BILLING ISSUE TO BE CORRECTED.

Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ The customer was explained what his bill was and accepted the amount. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) wow admits the mistake but still wants me to pay the incorrect bill and says they will credit my next bill, to me that is just another example of poor customer service. on top of all this the are increasing rates. Final Business Response /* (4000, 9, 2014/11/20) */ The billijng has been corrected and the consumer understood. ******* ****** Final Consumer Response /* (4200, 11, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) wow still wants me to pay the incorrect bill and says the will make the adjustment on my next bill. I don't have much faith in their billing department, I'm afraid this problem will continue.

11/21/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: WE SIGNED UP FOR A BUNDLE PLAN (INTERNET, PHONE, CABLE) THAT WAS GUARANTEED UNTIL 2016. WITH TAX INCLUDED WE HAVE BEEN PAYING 98.48. OUR MOST RECENT BILL CAME FOR 134.76. I CALLED TO FIND OUT WHY. I WAS TOLD A 30.00 DISCOUNT THAT THEY GAVE US EXPIRED AFTER 1 YEAR. I TOLD THEM WE WERE NEVER TOLD ABOUT A DICOUNT. THEY SAID WE SHOULD HAVE BEEN TOLD. WE NEVER WOULD HAVE LEFT OUR PREVIOUS CARRIER IF WE NEW THE BUNDLE PRICE WAS NOT REALLY GUARANTEED UNTIL 2016. WE WERE TOLD THE BEST THEY COULD DO IS DROP OUR BILL TO 111.51. WHY WOULD WE DO THAT WHEN THE AGREEMENT WAS 85.00 PLUS TAX (98.48) UNTIL 2016. I FEEL THAT THEY ARE NOT BEING HONEST. THANK YOU! Product_Or_Service: INTERNET CABLE PHONE

Desired Settlement: DesiredSettlementID: Refund WE WOULD BE HAPPY IF THEY WOULD HONOR OUR AGREEMENT TIL 2016 AS PROMISED.

Business Response: Initial Business Response /* (1000, 10, 2014/11/13) */ The bundle rate is guaranteed but the discounts are only for one year. On the customer's bill, every month it shows this: 10/01-10/31 Discounts this month .............................. -$30.00 Save $10.00 PHN for 12 months Save $10.00 Internet for 12 months Save $10.00 for 12 months ******* ****** Initial Consumer Rebuttal /* (3000, 12, 2014/11/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) we were told on the phone when we signed up that the price was guaranteed til 2016. we feel that we were misled. there was never any mention of 30.00 discount for 1 year. we never would have left our present cable for a l year fix. they always say they record your conversation. I would like to here it. there is nothing acceptable other than what we agree on. that "discount" was not disclosed on the card they mailed us either. I would like you to see that too. Final Business Response /* (4000, 14, 2014/11/20) */ Unfortunately, the maximun discount allowed at this time is currently on the account. No more discounts can be applied. ******* ****** Final Consumer Response /* (4200, 16, 2014/11/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) they were not honest in disclosing the temporary discount. the bundle price does not make sense if there is a undisclosed temporary discount. they should be required to disclose that when they sign you up. they did not. will not be using wow much longer. how do they get away with that.

11/19/2014 Delivery Issues
11/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was told I had a 60 day money back guarantee and bill for $55 both were a lie. Signed contract 7-21-14 installed 7-27 service tech 8-6 cancellation 9-7 I was told my bill would be 55 after tax and fees and have a 60 day money back guarantee. Well first the service did not work and was told it was weather. Then had a service tech out that told me he could not fix it and I should go back to comcast. I canceled and was told not to worry about the bill as if I paid it then it got refunded that it was a waste of time and the bill should clear in 2 months. Bill never cleared and am told I am responsible for the 28.69. Also, the 2 $2 service credits were removed because I canceled but, only applied to begin with because they lied on the contract. The fact the price is wrong right there voids all contractual agreements.

Desired Settlement: I want the bill to be closed out, an official apology from a lying company, and something extra for having to deal with so much unneeded aggravation that was all brought on by WOW>

Business Response: Initial Business Response /* (1000, 5, 2014/11/06) */ My apologies for the inconvenience and miscommunications. The account has now a balance of $0. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

11/18/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Ordered services mid august for new resident. upon the move date ...NO ONE SHOWED , NO ONE CALLED.. found out that the order had been cancelled ORDERED CABLE, TEL, INTERNET SERVICE FOR NEW ADDRESS MID AUGUST AND TODAY IS SEPT.10 TH AND STILL NO TELEPHONE. HAVE ADDED 60 DOLLARS MINUTES ON PREPAID PHONE AND WOW PROMISED FAITHFULLY THAT THEY WOULD HAVE IT FIXED AND CALL ME BACK. IT IS 2:10 ...I CALLED LAST EVENENING AROUND 10:30 ...PROMISED TO HAVE IT FIXED BY THIS MORN. CALLED AGAIN AT 8:00 AND STILL NO CALL/NO SERVICE

Desired Settlement: have spent 60.00 adding minutes to a prepaid cell phone due to Wow not providing telephone services as promised. ordered mid august and still today sept. 10th ..NO SERVICE NO ONE CALLS AND PLACED ON HOLD. USING ALL MY MINUTESW.. HAVE TO RELY ON PREPAID CELL BECAUSE NO TEL. SERVICE

Business Response: Initial Business Response /* (1000, 5, 2014/09/17) */ The srevice has been restored. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/09/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) no compensation for not providing service as promised... sales person, ************** would not follow up on the sales transaction... Property management even filed a complaint with WOW as they have a contract for this property. Final Business Response /* (4000, 13, 2014/10/16) */ I will put the credit of $60 on the account for the issue. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Consumer Response /* (3000, 20, 2014/11/05) */ Consumer filed duplicate complaint: Case# XXXXXXXX Consumer: ******, ****** Questioned charges on billing, was told by a supervisor that someone from the regional office would contact me...this has been almost a month no one has attempted to contact me regarding the credits no applied to my bill. and was charged a partial month after they did not install my services until a later date .. I paid $60.00 for the partial month and now they are charging me $109.79 after the partial of $60.00 was paid... this amount is higher than the monthly bill itself?? of 102.50... They keep telling me that credits are to be applied, but representative , Willa, tells me that the new total amount is still...226.14 This company is the poorest customer service and also the past several weeks the cable service for digital kept going in and out... yet they still want to charge the full amount even if they did n ot provide the best service. Reduce the amount owed due to not applying credits and not receiving the services Business Response /* (4000, 22, 2014/11/06) */ Customer account has been credited the $60 and the entire billing explained to him, on 11/05/14. Customer stated he understood the bill then and will pay the balance owed.

11/18/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I opened a business phone with WOW 5 months ago, but they failed to notify the phone books & Internet services, so no references avail for my business We have always had 2 phone lines in our home (one being "kids" phone). In March, 2014, I opened a small business in my home & I called our local phone carrier...WOW...and requested that the "kids phone line" be transferred into my new business phone line...********** *********** ******* & **** BY *******. After a few phone calls with their rep, I was told that everything was good to go; that within a few weeks, people would be able to find my new business on the Internet; and that when the new phone books came out this Fall, my business would be listed in the new phone books. Two weeks ago, the new "RED" phone book came out, but my business is NOT listed in it. I also "google searched" to see if my business & phone number are available on-line, but they are NOT. I opened a Facebook page on my business about 6 weeks ago; and it is because of THAT, that my business does show up on google searched...but still NO PHONE NUMBER OR PHONE BOOK LISTINGS listed on-line. A week ago today, I called WOW and asked them about this. I wanted to know "why my business was not listed in the new phone book, and why it was not available in google searched." After giving me a "run-around," their customer service rep told me that it was MY responsibility to contact the phone book companies to request that my business be listed, and that it was NOT the responsibility of WOW! Well...I called the phone book companies (the RED book and the DEX phone book)...they told me that it was NOT my responsibility...that it is the responsibility of my PHONE CARRIER...which is WOW! They also informed me that they have received NO INFORMATION WHATSOEVER from WOW about my new business; so therefore, my business will not be listed in the new phone books. So...here I have been paying $35.74 every month for five months now, for my "business phone line;" and WOW has failed to uphold their responsibility, which is to make my business & phone number available on the Internet searched; AND they failed to contact the DEX Phone Book and RED Phone book to get my business & phone number listed. I was told last Monday that somebody from WOW would be getting back to me regarding this mess; but after waiting 3 days; nobody got back to me; so I called WOW again last Thursday. Once again, I was told a lie from their rep...she tried to tell me "well the reason that your business isn't listed in the new phone books is because their deadlines were February, 2014; and you didn't sign up til' March, 2014." I told her that she was lying to me...because I had already confirmed their "error" with DEX and RED...and that they had informed me that they had NO information on my business. I asked her what WOW was going to do about this mistake...she refused to acknowledge (as did the reps that I spoke to last Monday) that WOW had made a mistake. I told them that I wanted compensation back from them in some sort; since I had basically been paying for a "business line" for 5 months; but they had failed to release my information to the Phone Book companies and the Internet search engines. They refused to compensate me back in any way...they told me that if I decided to discontinue my business phone, that I would be fined $400.00...and they told me that they finally got my information forwarded to the phone book companies and the Internet, so it **** be listed in NEXT YEAR'S 2015 phone books; and it will start showing up on the Internet in a couple of weeks. My business name is: ********** *********** ******* & **** BY *******; MY ACCOUNT # IS: XXXXXXX; and I always pay my bill via personal check.

Desired Settlement: I feel that because I have been paying $35.74 per month for this "business line" since March, 2014; that WOW should "credit" my account for $25.00 for each month that they failed to have it listed in the on-line "google" searches...which would be for seven months (March, 2014 through September, 2014)...for a total of $175.00. Because the cost of this "second phone line" in our home (as a "kid's line") was approximately $11.00 per month, and we have still had access to that phone, I am not requesting a complete "credit" for their mistake. I also feel that because WOW is responsible for their mistake of not forwarding my "business information" to the phone book companies (DEX Phone Book and the big RED Phone Book), and because of their mistake, my new business will NOT be listed in the new phone books for ANOTHER YEAR...not until 2015 ( the Big RED phone book comes out every September and the new DEX Phone book comes out every November)...I feel that they should compensate me by crediting my account $25.00 every month for the next twelve months, when the new 2015 phone books come out. This was their mistake, and I think that it is just outrageous that they are failing to admit it. They haven't even told me that they are sorry for this mistake. Because of their mistake, I am going to be losing a LOT of business over the next year; because of my new business not being listed in the new Phone Book directories. I do not think that it is fair at ALL that they are expecting me to continue paying the "business phone line fee" of $35.74 a month; when they have failed to do their job properly. Like I said...they have refused to admit to me that this was their mistake...first they lied to me and told me that it was MY responsibility to call the phone book companies; when the phone book companies confirmed to me that NO...it is the phone line carrier's responsibility to contact them (WOW). Then they lied to me and tried to tell me that the reason it wasn't in the new phone books is because their was a "February, 2014 deadline"...when in fact, if they had forwarded my information in March, 2014, when I signed up for the business line, there would have been PLENTY of time to "meet the phone book deadline"...the problem was...WOW messed up and failed to forward my information.

Business Response: Initial Business Response /* (1000, 23, 2014/11/06) */ This listing was updated properly per our Telephony team when the customer was installed. The phone line cost is $17.50 per month. The listing was updated on 09/09/2014. The close date for the phone book was 09/29 so the phone book will be updated in the time that we would have been able to do it. The only issue is that the online listings may have been delayed due to the update but we do not have control over any online listings. The phone book publication is on 11/7 and will be correct at that time. ******* ******

11/17/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: A call center representative assured me that I would be included in money back guarantee, but I was denied and lied to. I began service with WOW after disconnecting for over a year. It has proven to be a great mistake and a nightmare from the start. My cable was installed on September 26th. My cable lost connection multiple times and never worked consistently or reliably, also my internet would not consistently stay connected. After a week of horrible cable service and no internet connection a tech came out and replaced my gateway. I was also given an extender for my wifi when the cable was installed to help with the fact that the gateway was in the basement. The trip to my house did fix the cable issues but erased all of my recordings, it did nothing for my internet. My internet never worked for either of our mobile devices and worked very randomly for our computers. I am a new teacher and having access to the internet is a must. This was a very frustrating experience, wasting hours of my life trying to get work done only to have to stop and try to fix the connection. Wow was called on numerous occasions about the faulty connection, each time the rep was sure that they had found something wrong and that they had solved my problems. The internet would work for an hour or so and then back to the same issues. I am convinced that each rep has a very different understanding of how to deal with issues because each said that the other had missed something or made an error. In all none of them really made a difference. My final phone call to wow was on October 26th. I expressed my disappointment and concerns and made them aware that if this did not get resolved that I would have to disconnect my service because they had already come out once. At this time the rep made me aware of an outstanding bill which I was surprised by because I never received a bill. When I verified the address with him he confirmed that they had a different billing address. They never could explain why they would install cable at one address and send the bill to a completely different address. In addition the rep and I had a conversation about the 60 day trial period and the money back guarantee. He assured me that I was eligible and that if the problem was not solved that there would be no point in paying because I would just be requesting my money back. Once I called for disconnection on November 3rd I was told that I was not eligible for the trial period because I was not a "new" customer and because I had not paid my outstanding balance. This was in complete opposition to what the rep explained to me on October 26th. I explained all of my frustration and horrible experience and I was was met with an argument and no real help. Finally I requested that the conversation be listed to because their "expert" assured me of my eligibility. The rep ****** returned my call on November 5 saying that she had listened to the conversation and that I was made aware that I was not eligible because I did not make a payment on my outstanding balance and that I was advised to pay my balance. All of this is a lie. In fact the rep made note that I was never even aware of the charges because they sent the bill to the wrong address. I feel a transcript of this conversation would clear everything up. Regardless of those circumstances the fact of the matter is that I am paying for 1 month plus 9 days of service a total of $227.84. 1 week of which I was without cable and internet. I was without internet for the entire 1 month and 9 days. Why should I be responsible for 100% of the bill when I did not receive 100% of the services. Even if this wasn't the case, their service rep advised me against paying the bill unless my issue was resolved because I would be eligible for the money back guarantee for dissatisfied customers. Needless to say switching back to WOW was a horrible mistake that I should have never made. I took my time and money and took a chance on them only to have them spit in my face and run with my money.

Desired Settlement: I would like to have my bill reduced to the $25 charge to have a boxed sent to my house so that I can ship WOW back all of their equipment. I do not feel as if I should pay the $227.84 bill and I will not pay WOW anything until this dispute is handled by the BBB.

Business Response: Initial Business Response /* (1000, 5, 2014/11/13) */ The customer was told, per the call recording that he did not qualify for the money-back-guarantee. As per the terms and conditions, section 16, he does not qualify: 16. Termination of Service by Customer: Except as specifically agreed to in a writing signed by the parties (e.g., as part of a Business Customer Agreement), the Services and this Agreement shall remain in effect until disconnection of the Services by WOW! occurs as a result of WOW!'s receipt of Customer's notice of termination, and Customer returns the WOW! Equipment. Customer shall give such notice of termination either in writing, or by calling WOW! at X-XXX-XXX-XXXX. Any applicable money-back guarantee given at the time Customer subscribes to the WOW! service is available only to first-time subscribers for refund of the first and second regular monthly payments made by Customer for the WOW! service (excluding taxes and other fees, equipment charges, optional service charges, WOW! OnDemand, pay-per-view, and long-distance and other usage based charges). Subject to applicable law, to be eligible for a money-back guarantee refund, Customers must: (i) timely pay for all services, taxes and fees, comply with applicable service agreement(s) and have returned all equipment; and (ii) disconnect and request a refund at the same time within 60 days of service activation. The refund will not apply if service is reestablished by Customer within 180 days of disconnection. WOW!'s money-back guarantee policies are subject to change. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2014/11/15) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would love a transcript of this conversation, I believe this would clear up all of the confusion. I don't know how they expect me to pay my bill on time when they sent my bill to the wrong address, so of course I can't meet the requirement for paying my bill on time. This has been one of the worst customer service experiences I have ever had. I worked as a manager for years and dealt with upset customers and I never would have treated them the way that this company has treated me. They gave me terrible cable service for the 1st week, then I never received any internet service the entire time I payed for their internet. I had ATT installed before the end of October, their equipment was disconnected laying on the floor, yet I am paying for their terrible services into the month of November. I did finally settle my bill for $125 after much struggle, but that is not the resolution I was after. Even at that rate I feel I am being overcharged for their garbage product. I will be sure to never make the mistake of going back to this company and I will make sure that any time I find a customer using WOW that they are aware of my horrible experience and I will try my best to persuade them to a reputable cable company such as ATT or Comcast. Good luck in your future endeavors WOW.

11/17/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Not standing behind / providing their advertised 15Mbps Internet speeds. WOW! has a known issue with their internet speeds in the Lake Odessa, MI area, specifically a system overload, to the point they cannot offer the full 15Mbps that their customers are paying for. Most nights, our internet speeds drop below 2Mbps which kicks our router off line and makes the internet unusable. WOW! has failed to negotiate any price break for their product failure, instead trying to sell us on a new 'bundle price discount'. The 'new' bundle price discount, I was told, is available to all new customers and most often renegotiated every 12 months. This discount is for the 15Mbps ($64.37/mos + tax) and does NOT include any compensation for their failure to provide the full 15Mbps. A 2Mbps plan was quoted to me as being ten dollars less, at $54.37/mos + tax. Since they could only provide 15Mbps during the morning/early afternoon hours, I tried to negotiate a lower price to reflect what speeds we are receiving most of the time. They failed to make any adjustment to our daily bill, stating their are no other adjustments that can be made. Basically saying 'you will pay for 15Mbps even though we cannot provide that service to you'. My suggestion was to lower our (and all Lake Odessa customers) monthly rate to the 2Mpbs rate ($54.37+tax) since that is the normal rate we are getting, outside the 0800-1500 time periods. Again, Cassidy #H6483 advised they could not offer any further discounts. The best offer was the regular customer price at 15Mbps with a regular discount for being a loyal customer. They would not reduce the monthly charge for poor product service. After many phone calls and service visits by three different technicians, they all confirmed our home service was intact with no issues found (other than a setting change at the pole, which did not affect performance). They all acknowledged there was a system problem in Lake Odessa (as well as their directly supervisors/managers via their own phone calls) during the afternoon/evening hours and a resolution was not known or offered at this time. Additional details on the pricing: I found on November 1, 2014 that I had actually been paying $122.00/month (about $50/mos more than I should have) for the past 18 months, due to being "overlooked" in WOW's merging with Broadband, the service provider previously. They chucked it up to a "system issue and we don't call customers when a better price is available, you were just grandfathered in". So ~$900.00 later, I finally realized I was being taken advantage of, but now, they are unwilling to negotiate a mere $10/mos for THEIR failure to provided the proper product, 15Mpbs, 24x7.

Desired Settlement: I simply want the 2Mbps rate ($54.37+tax/month) on the 15Mpbs plan, until they correct their failing infrastructure. At that time, I would be more than willing to pay for the full 15Mbps at $64.37+tax/month. I would go a step further in saying they should offer the same deal to ALL Lake Odessa, MI customers out of good faith and business practice. Seems like the honest and fair thing to do. After all, we don't fill our gas tanks half full, willing to pay for a full tank!

Business Response: Initial Business Response /* (1000, 5, 2014/11/06) */ The consumer is already receiving a $17.50 discount, on his monthly bill for speed issues. No more discount will be applied. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/11/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The rate being offered by WOW is the same standard 'new customer' discounted rate and would be applied towards any new customer acquiring and having advance phone and 15Mbps internet. Their internet speeds are still well below what they are promoting (15Mbps) and charging their customers for. No resolution has been offered to fixing the speed issue or a real rate adjustment for the sub-standard internet speeds. Final Business Response /* (4000, 10, 2014/11/13) */ There has been no issues with the customer's HSD since the technician was out on 11/10/14 ******* ****** Final Consumer Response /* (2000, 12, 2014/11/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Just for the record, WOW did not show up for their Nov 10th scheduled home visit/appointment (that they made) and the actual last home visit/repair was on Thursday evening, November 13, 2014. As of Saturday, Nov 15, 2014, 11:48EST, the service is still up and running without any issues.

11/11/2014 Advertising/Sales Issues
11/11/2014 Billing/Collection Issues
11/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: They sent a letter with a threat to send me to collections. I had returned the equipment already. They have very poor customer service and do not keep accurate details of transactions. They than threaten you with a collection letter. My bill was paid in full and they had cashed the check.

Desired Settlement: I simply want to warn other customers of the poor service and have you stop them from sending untrue letters.

Business Response: Initial Business Response /* (1000, 22, 2014/10/30) */ The equipment and charge were removed from the account and the customer will be getting a refund back. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

11/11/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On June 17th, ***** ***** ***** laid cable lines down our street for WOW. In the process, they damaged landscape on several properties, mine included. The hardscape, which cost several hundred dollars to install and had pavers cemented together, was broken apart and left uneven. Installers said they would return it to its original condition, but by days end, they had not.I sent a text with pictures to ***** ***** at WOW *************** He asked for my address and phone number, which I gave to him, and he replied, I am working on getting this corrected for you ASAP. Shortly thereafter, I received a called from someone at ***** ***** ***** *************** who in his condescending way, told me I should be happy to tolerate the damage for the sake of access to a new cable company.In the interim, a sales person for WOW stopped by the house. After I pointed out the problem, he said he would take it back to his team meeting for resolution. When he returned a few weeks later, he was surprised that nothing had been done, since the damaged landscape of other homeowners had been repaired. He returned yet a second time to find the hardscape in its damaged condition. On October 6th, I again texted ***** ***** who responded, I am working on this and will get back with you ASAP thank you. Today is October 20th. The hardscape is still in disrepair and no one has contacted me.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Return the damaged hardscape to its original condition.

Business Response: Initial Business Response /* (1000, 5, 2014/10/30) */ the consumer and a landscaping company have been contacting and the repairs will be made. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

11/11/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: After several errors on my bill I was given a discount by a Wow! employee to keep me as a customer. Wow! now refuses to adhere to the discount. After our first year with Wow, our price increased. After a phone call to the customer service line telling me basically to "deal with it" I started calling other companies in our area for information. After finding a company offering a better rate for the same service and fantastic customer service I was ready to pull the plug and leave Wow behind. I spoke with a manager who offered a discount to have me remain a customer. I agreed but the next month the discount was not reflected on our bill. I called in, got another rude employee who said they would now put the discount on but I owed the full amount despite seeing in the notes what I was saying was true. I called the other company after the discourteous Wow employee and was told their special was still on going. I called Wow back to cancel the service and another employee transferred me to a very nice lady who listened, reviewed the notes, validated all I had told her and apologized profusely for the ineptitude of the previous Wow workers I had the misfortune of dealing with. She gave me an incredible discount for the same service, our bill would end up being less than $45.00 per month! I happily agreed and waited for all the notes and changes to be put on my account. Since then we were charged the $99.52 (paid in full), then the correct amount ($39.72) which we also paid in full. Today, I received a bill stating my previous balance was $139.24, that I had only paid $81.72 and $39.72, that I have new charges totaling $57.52 and I have a past due amount of $75.32 due upon receipt. WTH?!?!? I called in, asked for a supervisor after arguing with the rude employee as to what my name is - he believes only boys have my name and that I was apparently lying about who I am. The supervisor was not only difficult to understand but incredibly rude. He said my bill is correct and that I can keep calling in each month but he is not going to correct my bill until I pay the past due balance in full. THERE IS NO PAST DUE BALANCE ON THIS ACCOUNT! He then said, "Oh, I see we owe you a prorate of $17.80. You will see that on your next billing cycle". This company is a complete JOKE. Stay far away from these crooks.

Desired Settlement: CORRECT my invoice to HONOR the deep discount given by the ONE courteous employee you employ. STOP changing my bill every month and stick with the agreement made.

Business Response: Initial Business Response /* (1000, 5, 2014/10/30) */ The account has been creited for the remaining amount. The account is showing a balance of $0. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone

11/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have internet and cable through WOW....I can't even run one device at times the internet is so slow. I want the internet speed that wow said that I was paying for.I call them and they send a technician to my house and nothing lasts past one day and it goes back to the slowest speed imaginable. Iam tired of paying a lot of money for no internet speed and sometimes no service at all...

Desired Settlement: I want decent service, to get what I pay for...

Business Response: Initial Business Response /* (1000, 5, 2014/10/16) */ WOW! will have a technician go out and check the signal to the home and verify everything is goo. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The speed of the internet still is slow, it never lasts past one day. It is frustrating to call WOW repeatedly... My son has ECOT schooling through WOW and is also experiencing issues, sometimes he can't even do live sessions with his high school- school teachers...WOW does not deliver what they promise, ever but expect payment.... Final Consumer Response /* (4200, 11, 2014/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Every time a technician comes out to my residence the service works good for less than 24 hours. There is no improvement with " Wow". I am not going to pay out anymore money for internet service that is as slow as dial up internet from the old days. Wow needs to stop promising high speed internet when they can not provide what they claim they will provide to a paying customer. Wow accepts no blame for their lack of internet service they refuse to stop claiming that they are providing high speed internet to me when they were in fact NOT...I will never pay another dime to Wow for something I wasn't getting to begin with. This has been going on for months and months on end since I first became a customer with Wow..Wow has made a lot of free money off of me for being so tolerant as well as dumb. Final Business Response /* (4000, 18, 2014/11/06) */ I will remove the HSD portion of the bill but the remaining amount **** stay. ******* ******

11/10/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: refusal to return calls or fix issues I have repeatedly left messages for Wow management since May 2014. It is now October and I am canceling my service because they have yet to respond to my calls, emails, and request for repairs and corrections to my bill. Wow has the absolute worst customer service I have ever seen. They have been unable to get the internet to properly work even though they stated they have full service in our area. They have doubled my bill in a years time and claim that a promotion has expired. I have never had a promotional rate as I was told by their sales reps when we first switched to Wow. I put a portion of my bill in dispute and sent a letter as well as left several messages for management. While waiting for a response I still paid the correct amount of our bill. They charged me a $22 late fee for a $52 bill. This was not even on the full bill amount since I paid the $35 I had been paying since I first hooked up services. I researched to find the corporate office and numbers for them. I left messages for what was listed as the customer advocate for Wow. I called him; **** ****** and left messages for him with no response. I left several messages for the supervisor in this area; ***** ******** still no response. I then refused to pay the bill and found a new internet provider. I requested on numerous occasions for a tech to come out and fix the service. The internet was connecting at a rate of 5.73 on the speed test. The bill was increasing faster than the internet would load. I paid $70 in July and waited for a response to my complaints and disputes. I never received a reply. I then stopped receiving bills as well. The bills were still accumulating but they just stopped all communication with me I guess. What a way to show customer loyalty! I called and asked why I was not receiving bills and was told they did not see where I was sent one. They suggested I sign up for auto bill to avoid late fees. Yeah right, I am not giving them any authorization to take payments from my account. The funny thing is, when I told them I wanted to cancel services they still did not cancel them. They argued and basically refused to cancel my account. The latest amount I am supposedly being billed for is 90 something. I do not have a bill so I am unsure what this is for. I refused to pay it. I had already requested services be shut off months ago and they failed to do that. I guess they have finally shut it off for non payment. I began to receive automated messages telling me I need to pay 90 something to restore services. I do not want to restore services. I requested the services be disconnected so I should not even owe for services. I paid $70 which was well over the $35 I was supposed to be paying. If they had responded to my messages and requests then I would not have even owed that.

Desired Settlement: I would like the bill completely wiped out and a refund for the payments I made while we were not receiving adequate services. This has been since before May but I did not send in a written dispute until May. Therefore, I do not expect a refund for anything paid until May. Anything after May 2014 I feel I am owed as a refund due to their inability to provide services. I will of course return their modem. They can send someone to pick it up but I would like a receipt stating it was returned to avoid future issues.

Business Response: Initial Business Response /* (1000, 5, 2014/10/16) */ This is the first I have heard from the consumer. I have no voice mails, letters or emails from her. There are no notes indicating the customer was having any service issues or that she wanted to disconnect service. She has been explaind what she owes and why. I will have someone make contact with the consumer to discuss. ******* ****** Initial Consumer Rebuttal /* (3000, 7, 2014/10/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) First off, the number I left messages at was XXX-XXX-XXXX. I can provide cell phone call records to prove this. I can also provide call records to prove my numerous calls to Wow.Someone did call me yesterday but she was useless. She stated that there was a $50.00 charge for someone to pick up the equipment. I guess I will have to mail it certified so I have proof of delivery. This company is ridiculous! She did offer to send someone out to see why the services weren't working properly if I paid her $90.00. I have no interest in keeping services any longer. I want this bill removed and services stopped. Apparently I am still being charged for services to this day! What a joke! I do not owe them a penny. I do have their equipment but I plan on returning it. I want the bill credited as I have paid way more than I should have paid to them. They are not willing to refund me for the money they basically stole from me but I refuse to pay them anymore money when I do not owe them anything but the return of the equipment. Final Consumer Response /* (4200, 11, 2014/10/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Wow has failed to acknowledge the issues with their customer service departments. They have failed to correct both technical and billing issues. Their so called customer liaison is incompetent and not only does not return phone calls but he denies receiving them even though I have a printed record from AT&T showing proof of multiple calls made to his direct line. I actually referred several people to this company when I first started service with them. I have advised everyone I know to get out now before they get screwed as well. My daughter is also having issues with her wow service and now her bill keeps going up as well. I have tried multiple times to resolve issues with wow. I requested that service be disconnected months ago yet they're still charging me for services I cannot use. I refuse to pay for services I did not receive and that I requested to be canceled months ago. If they refuse to correct their screw up, this will now be forwarded to the FCC. Final Business Response /* (4000, 17, 2014/11/06) */ Again, there is nothing on the account or work order to indiscate that the consumer wanted to disconnect before 10/16/14 that mentioned anything about disconnecting, when tyhe disconnect was set up. The reason the service would go out was due to nonpayment. The billing is correct and will remain . ******* ******

11/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: WoW internet advertises internet cable and phone yet wont hook up to my house. My complaint is as follows: WoW internet and cable currently has cable, phone and internet lines running over my property in 2 different areas. I've called numerous times to have service hooked up to my house. I've also been told numerous times that they don't offer service in my area and cannot hook up to my house. I have numerous houses including a few within 500 feet of my house that currently have WoW services. All I would like to do is hook up to there services and yet for some reason they don't offer it to my house. If that is the case I would like them to remove their cable lines from above my property and reroute them across the road. I am in disbelief that they would not want extra revenue from me purchasing their services that we would like to have.

Desired Settlement: I would like a tech to come to my house and hook up internet and cable to my house.

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ As is stands **** ******* XXXXX is not serviceable. The cost to the customer would be $797.00 ( $2497.00 - $1700.00 = $797.00 ) after Construction waives $1700.00. The time line could be 90 - 120 days. If the customer wants to proceed please advise MID MI Construction ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/10/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) This offer would be acceptable if they sent someone out to go over the construction process. Just curious on how the hookup is $800. If it seems necessary I would have no problem paying it. I just can't fathom that this company charges $800 to hook up to every house. I am 400ft from the road. The extra 300ft must be costly. Hopefully someone contacts me because I would be more than happy to get hooked up to they're service. Final Consumer Response /* (4200, 11, 2014/10/31) */ (The consumer indicated he/she DID NOT accept the response from the business.) I would accept their response except for the following reasons as I stated the last time they gave the response. I have contacted them numerously, but never to send someone out to show what work they would be performing. Their internet line is 400 feet from my house. There is 2 different areas on my property in which they can tie onto. All I want is the company to come out and show me where my $800 dollars will be going to hook up to the service. When the company contacts me and goes over the procedure I **** accept their response. I just haven't heard of a $2497 hook up for 400 feet of cable line. Thank you for your time. Final Business Response /* (4000, 13, 2014/11/06) */ WOW! will have a techncian dispatched to the home to show the consumer where the connection will be made. ******* ******

11/10/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: On 10/15/14 I returned my 2 boxes and 1 modem and a check for the final bill of $47.00 which was due upon receipt. I was charged twice. I wrote a check for the final bill of $47.00. The check was cashed on 10/16/14. On 10/16/14 my Visa was also billed for $47.00. So I was double charged. I called WOW this morning 10/21/14 to dispute this and wanted my Visa credited. I was told a Customer Refund Form was filled out to issue my $47.00 refund. At first the person helping me said it would take 4-6 weeks!!!! Then I was told she has no idea how long it would take to get my money refunded! WOW-they were quick to cash my check and on the same day charge my Visa the same amount! But who knows when I will get my $47.00 refund back! Very disappointed in there Customer service. I am moving out of state within the next few weeks and I can not understand why it would take a company weeks to make a refund even though my account does show I paided double!

Desired Settlement: I want a quick refund of the $47.00 that WOW was so quick to take-twice!I am hoping this **** be settled within the next 14-20 days! Not some unforeseeable future. To first tell me it will take 4-6 weeks then tell me they have no timeline to say when I should receive the refund! Not good business practice. Very disappointed.

Business Response: Initial Business Response /* (1000, 5, 2014/10/22) */ The refund will be sent on the cycle date of the customer's billing. that would be the 28 of this month. ******* ****** CEO Customer Advocate WOW! Internet, Cable and Phone Initial Consumer Rebuttal /* (3000, 7, 2014/11/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) On October 31st I received a bill dated October 28th 2014 showing Total Amount Due -$47.00.Where is the refund of the $47.00 that is owed to me? When can WOW refund the money? The statement above from WOW stated a refund would issued-I got a bill showing -$47.00 due. I want a date of when the money will be refunded! Final Business Response /* (4000, 9, 2014/11/06) */ The last bill, date 10/28/14, shows the credit balance and will be to the consumer. ******* ****** Final Consumer Response /* (2000, 11, 2014/11/07) */ (The consumer indicated he/she ACCEPTED the response from the business.) Finally received the $47.00 refund by check from WOW on 11/5/14. I consider the matter resolved. Just wished they could have their system set up for a quicker refund to have this resolved in a more timely manner.

11/7/2014 Advertising/Sales Issues
11/7/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Customer Service. Have been w/WOW for more than a year - never late/disconnected. August, 2014 paid my bill in full - was given a receipt from the agency I paid through - receipt contained ALL the necessary information with the exception of the receiver being listed as Time Warner. When my September arrived, I noticed I was considered "Delinquent." Contacted Customer Service (w/receipt in hand) to rectify the error - advised I would need to "fax" the receipt & my cable would be shut off in the event I didn't. Before I could express, (a) I'm a Sr. Citizen; (b) have no car and (c) HANDICAPPED, I was disconnected. I waited & called back shortly thereafter where a CSR was given ALL the information from the receipt. Still, that wa