Complaints

This profile includes complaints for WideOpenWest Finance, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  WideOpenWest Finance, LLC

  7887 E Belleview Ave Ste 1000 Englewood, CO 80111-6007

  
• 

  WOW-Wide Open West

  3371 Skyway Dr Ste 130 Auburn, AL 36830-6484

  
• 

  WOW-Wide Open West

  6050 Knology Way Columbus, GA 31909-4962

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

• 

  Wide Open West

  7012 W Highway 98 Panama City Beach, FL 32407-5414

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am submitting a complaint for my July 7, 2025, bill of $198.30 for unreturned equipment. On May 30, 2025, at 11:54 a.m., I received a return box from WOW via ***** (tracking ************) to send back my equipment. I shipped the box using ***** (tracking ************) on June 3, 2025, and according to ***** tracking, it was delivered on June 5, 2025. Since then, I have contacted WOW multiple times regarding my bill and have been told that the equipment was not returned. However, I have proof of delivery from ***** confirming that the package was successfully delivered. Based on this, the equipment was placed into WOWs custody. I believe the equipment may have been lost internally at the WOW warehouse after delivery. I am now facing the possibility of the outstanding charge being sent to collections, which could negatively impact my credit, despite my having fulfilled my responsibility. I am requesting that this matter be thoroughly investigated and that the charge be removed from my account to prevent any further harm

  

  Business Response

  Date: 07/30/2025

  After reviewing the complaint and all of the details on the account we have removed the charges for the unreturned equipment. The account balance has also been updated and there is no balance left on the account. Account closed in good standing. 

  Customer Answer

  Date: 07/30/2025

   
  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,
  
  ******* ********

• Initial Complaint

  Date:07/22/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I called Wow internet on March 15th 2025 to cancel services for my son **** ********. I informed them that he no longer needed the services. He only used the services from March 1st 2025 until March 8th 2025. I made a payment on his behalf of $25.00 using my debit card and another payment of $50 using his bill pay from his medicade/******** insurance provider. I informed them that he only used the services for a total of one week and he shouldn't have to pay for a whole month of services as he didn't use the services for a whole month. He received a letter from a collection agency today for $45.36. I attempted to talk to the agency and informed them that I am his payee for his SSI checks and I am on his account with ********************** due to him having autism and being unable to communicate about the issue. They could not speak to me because I don't have power of attorney. I called wow and spoke to a customer representative named ***** today. She tried to say that the bill was only $105 for the month of March. No the bill was $120 before I made the payments. She said two different amounts within 5 minutes of $180 and $70 dollars. The equipment was returned to the company and I feel the amount they were paid on the account is fair considering he only used the services for one week. I do not agree with them sending it to a collection agency.Thankyou ******** ******** **** ********

  

  Business Response

  Date: 07/23/2025

  The balance from the previous month was not paid in full before the statement generated. The charges that remain are valid and owed for services rendered. 

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been paying for ***************** through WOW! since Sept 2023. The payment has been made by auto payment on my Discover Card for the entirety. On May 20th $113.66 was paid for my **** service for the ongoing month. On May 21st **** cut off my service stating that they did not receive payment. After several phone calls to WOW and to **** my service STILL has not been restored. WOW keeps stating that they have nothing to do with it and it is **** but **** tells me I have to request the refund from WOW because they are the billing agent and they did not get the payment from WOW. WOW will not take responsibility and will not refund me the $113.96 that I paid for the **** service I have not received. I have told WOW that they are the billing agent and they have a partnership with **** so they should be attempting to try and fix this for me, the consumer. They refuse. I never got the **** service that I paid for on May 20th so I called Discover Card and requested the $113.96 paid on May 20th back. WOW then charged me again for the $113.96 plus are now charging me late fees, return check fee, and loss of my discount and threatening to report me to the credit bureaus. The total is now $219.66 that they want me to pay for a service I did not receive. Here is my open case # with YTtv [7-2064000038221] also, here is there phone # since the WOW **** told me **** does not have a phone #*************. My last phone call to WOW was on 7/15 to try and resolve the issue. Im just left here hanging between two companies now with more charges for a service Im not receiving. If **** can't get my service working fine, I can accept that. But I can't accept being charged for something that I did not receive. All I have asked of WOW is to refund me the $113.96 I paid through Discover on 5/20 and be done with the issue.

  

  Business Response

  Date: 07/29/2025

  I have spoken to the customer, and we were able to come to an agreement, and adjustments regarding the account.

   

   

  Customer Answer

  Date: 07/29/2025

   
  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,
  
  ***** *******

• Initial Complaint

  Date:07/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im not liable for this **** with wow services I do not have a contract with eastern account system they did not provide me with original contract as requested

  

  Business Response

  Date: 07/22/2025

  The balance owed is valid and is owed for services that were provided. The former customer will need to make a payment to cover the services he received. 

• Initial Complaint

  Date:07/07/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am being billed for 300 MBPS L but I am only receiving 100 MBPS. I have had terrible lagging speed and WOW is trying to insult me with ***** credit while I have had terrible service.Then, the tech support admitted to me that they were not providing me with the full service I was being billed for, and when I asked for a credit, they would not provide such.

  

  Business Response

  Date: 07/10/2025

  I reached out to a customer who mentioned that he sues people for a living. He expressed that the $10 offer from our agent was insulting. I explained that since his installation, he had not contacted us to schedule a service appointment, so no credits were due at that time. 
  
  After reviewing the call, I clarified that he was scheduled for a technician to come out on July 10th between 8 and 11 AM, following his call on July 7th. He disputed this information, claiming it was incorrect. I informed him that I could credit his account only for the time between his call and when we could send a technician. When he asked if I would provide a credit, I explained that I could only offer it for that specific timeframe, and then he hung up.

• Initial Complaint

  Date:07/06/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 4th I noticed my auto pay had not gone through yet again for some reason. I called customer service at ****** and I made a payment for the amount due ($85). They stated that the auto pay would not go through because there was a balance on the account. That I had to have a zero balance and then set it up again. Thats why i made a manual payment for the amount allegedly past due, I'm unsure why it didnt go through in the first place. They provided no explanation as to why is was no longer set up as it has been for the last few years. Later on in the day their system pulled the entire bill amount ($165) through autopay which I was told was not set up. So now they've pulled an extra $85 and charged me an extra $10 for not having autopay setup. **************** didn't help stating the information I was given was wrong and a refund would take 30 days and I would just have a credit for the next bill. If anything they could have pulled $80 and the balance would have been zero but instead they pulled a double payment. Since autopay was setup I should be getting my autopay discount and should be getting something for my inconvenience since now they've drafted more than the amount due on the bill and refuse to refund it in a timely manner.

  

  Business Response

  Date: 07/10/2025

  I have spoken with this customer and offered a courtesy credit for the confusion she had.

   

   

   

  Customer Answer

  Date: 07/10/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me but it's the best I'll get. Other issues were uncovered during the phone call and the best the *** could do was tell me to call customer service and they MAY be able to fix the issue. Although the problem was caused by their customer service department they dont know if they will be able to fix it. 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:06/30/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I been over charged for the last 13 months. I only looked into this matter because My bill went up $5 per month. I found that I have been getting charger $14 per month for a modem that I don't have. They billed me for 13 months, that's $182. They admit I don't have one and I haven't in years. they offered me $28 to make up for it. I asked to speak to a manager, and was put on hold. 10 mins later the *** came back and said they will call me back. I said I would wait for a manager and the *** said he had to let me go and hung up on me. I been waiting for 3 years for the last one to call me back, they never did.If they did this to me, how many others are they doing it to?If they did this to only ****** people, that means they stole $1,680,000 from the people that use there modem and never caught it. in one of the pics I sent, it says customer owned modem. another pic shows a $14 charge per month for a modem I don't have.

  

  Business Response

  Date: 07/01/2025

  I spoke with the customer, and an adjustment was made to his account. The plan was changed to what he agreed upon.
  

• Initial Complaint

  Date:06/25/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On **** 19, 2025 I had an extended conversation by telephone with *****, the WOW **************** representative. I was told that after a discussion he had with his supervisor, I would qualify for the promotional monthly fee of $25.00 (Internet 300Mbps). I was also told my **** billing statement would be reduced. Later that day I received an email quoting a price of $35.00/month, classic "bait and switch". I expect better of a company I have been loyal to since 2016. Resolution: the agreed upon $25.00/ month for the Internet 300Mbps.

  

  Business Response

  Date: 06/30/2025

  Upon reviewing the account, the regular service rate is $35.00 monthly. However, with the autopay discount, the rate is reduced to $25.00.

  Customer Answer

  Date: 07/02/2025

   
  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,
  
  ***** *****

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Beginning on 2/7/2023 Wow began charging me for a service that I did not sign up for and I did not receive. It was brought to my attention in April of 2025 when I contacted Wow to sign up for whole home wifi that I had been paying for it for years without having the service. I was told multiple times over many, many calls and hours on the phone that I would be refunded. I have only received a total of $80 in account credits of approximately $270 that is owed to me. Every time I contact wow I am told that a supervisor will call me back within ***** hours, I have never received a call back. I simply want a refund for what I am owed. Wow fraudulently charged me for a service that I did not receive and is now refusing to do the right thing and issue the refund I am owed. Wow has victim blamed me for not catching their error sooner. Please help. I am an elderly widow that is being taken advantage of & I do not know where else to turn.

  

  Business Response

  Date: 06/26/2025

  this customer has already received credit for the time she was charge. wow has gone above and beyond our liability which in normal cases we would only go back 90 days I.E. three months this would give her a credit of $9.99 time 3 = $29.97. she was giving one credit for $60 and another for $179.76 for a total of $239.76 there will be no more credit giving. If there are any other questions or concerns, the customer may reach out to us by email at ****************************************** or leave a voice message at **************, Pin# ****

  
  Sincerely,
  
  ****** ********
  Executive Response Team
  WOW! Internet, Cable and Phone
  
  

  Customer Answer

  Date: 06/26/2025

   
  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,
  
  **** ******

• Initial Complaint

  Date:06/20/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a loyal customer to ********************** internet services since September of 2021. At that time, my monthly rate was $49.99/month. As of the time of this complaint, my service has not changed, I am using my own modem and no longer renting one from the company as of February of 2025, and I am now paying $65.49. My level of service has not increased and I do not possess any equipment from WOW internet. The call agents who do not speak English as a first language have difficulty explaining the reason for the increase in cost when I am not getting any additional service. I am also being charged a random network enhancement fee when I have not been privy as to what these enhancements consist of, nor was I notified about the fee, no telling how long I have paid it now. When I called and asked to speak with someone about disconnecting my service, the agent was very rude, non chalant, and refused to transfer me to a supervisor when I requested a total of 4 times. I need to speak with someone who resides in the ************* and has English as their first language and I need an explanation and the billing issues rectified. The random price increase without notification or providing additional service when we are in the middle of a recession is astounding and leaves me wondering if and how others have been deceived by phantom charges in their bills. How is this supposed to build loyalty in a service and business when I cannot rely on them to be forthcoming with any price increase? I never received anything with explicit information communicating any price increase. This is fraudulent and the attorney general needs to act upon these actions if not encourage a class action lawsuit. Im sick of these companies thinking the American people are willing to be racked over the coals while they silently steal money from loyal customers. Ridiculous!!!!!

  

  Business Response

  Date: 06/26/2025

  i have tried to contact this customer serval times with no answer I left multiple messages with no response. this customer as a disconnect order schedule if this customer wishes to stay with ********************** he can call customer service or the number in the messages I left him we all would be happy to help in any way possible.

  If there are any other questions or concerns, the customer may reach out to us by email at ****************************************** or leave a voice message at **************, Pin# ****
  
  Sincerely,
  
  ****** ********
  Executive Response Team
  WOW! Internet, Cable and Phone