ComplaintsforWideOpenWest Finance, LLC

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Initial Complaint
07/22/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I have had wow Internet for years , always pay my bill on time . I just disconnected their service and at that time I only have one modem . So I returned that modem ( enclosed is the record of the return ) then they say I owned them 20$ which I paid . After that I received a bill of 211$ I called them and said whats the bill for , they say I have another modem dated 2016 or 2019 I dont have a second modem . A service guy came to the house those years took the old modem and gave me a new modem . Otherwise I will be paying for 2 modems , it doesnt make sense. I called them more than 7 times tell them I want to speak with a supervisor but non of them call me back ( they are rude and unprofessional customer service) in general if I have a second modem I will send it and I wont go through this headache and complain about them .all I am asking for is the waiver or the bill of ******* $ for the modem they said that they didnt receive .
Business response
07/24/2024
The modem was mailed to the customer in October 2020. No tech was sent out at this time it was a mail ordered request and it was completed this way we have verified through all of our notes. The reason there was only one modem charge is because there is only one active modem on the account as there is not two internet lines and two service plans for internet usage. So, the second modem was not returned but was not being billed for monthly. In 2022 the customer even contacted WOW! and stated he was getting messages about unreturned equipment and that he wanted to no longer get these messages. The second modem was never returned and the unreturned equipment charges on the account are valid and cannot be waived. To avoid the charges being turned over to collections the full balance will have to be paid.
Initial Complaint
07/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had a lot of issues with WOW Internet in a 2 month span. I decided to cancel my service with them and move to T-Mobile.When I spoke to a WOW Rep. about this request, I asked her when my account billing cycle ends and she said it was the 19th of July. I also asked her if my account will be paid in full upon that date and she told me it would be.I have received notice that I owe WOW $25.49 due on August 08, 2024. And, though they were aware of my cancelation date, they were sending me warnings pertaining to the return of equipment two weeks prior to my cut-off request date. I sent their equipment back to them well before July 19th in fear of further charges to me. And, for some unknown reason, WOW sent to me along with the boxes for returning the equipment, I also received another modem from them as well. I have no idea why they sent me another modem, but that too was sent back to them,.I feel that WOW needs to review their correspondence between me and their staff regarding what I was told regarding my account end date and relieve me of responsibility of further payments to WOW. The $25.49 is not my responsibility.
Business response
07/23/2024
I called and spoke to the customer regarding the account and informed that the system will bill through to the next bill cycle based on the disconnection request date. The customer requested disconnection on 7/10/2024, the account will closes on 7/25/2024. The customer understands that they will receive a final bill to reflect no balance owed.
Customer response
07/23/2024

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
07/21/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Signed up for Internet through ACP.Was told ACP will cover 100% or the $25 bill.I was emailed asking if I gave consent to be billed after ACP ended. I was then sent a bill for $85 for a $4 piece of paper to tell me that I owed $0 each month that I was never made aware of or signed up for. They shut my Internet off and continued to bill me. I have asked to speak to a manager at least a dozen times, they never call, I've been hung up on multiple times.It took 5 weeks to get Internet set up. They made 3 appointments so I had to sit at my house and miss work 3 days and they never showed. Worst service I have ever received.Now the $25 /month service is all of a sudden $60 a month.
Business response
07/23/2024
We have reviewed the customer account and issued a credit for the paper statements of ***** since the customer stated that they wanted the service with wow. If the customer would like to restart service, she may do so at any time by speaking with our customer care team to find a package that is suitable to the customers needs as we no longer offer plans in the rage of the *** cost. If the customer is unable to restart the service then the modem will need to be returned as soon as possible to prevent further charges. I was able to speak with the customer today 7/23/2024 and offered a return call. When I called to inform the customer of the credit the call was not answered.
Initial Complaint
07/16/2024
Complaint Type:
Customer Service Issues
Status:
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.
I have try to tell wow cable customer service and mgmt. that the name on those accounts listed under me and my spouse name is not us, have some documents to show the we are the tenants at the resident and they still give me a hard time and say look at it this way you don't have to pay, we both are seniors, disable and need ours medical devices, wow don't care, the men in the company are very nice but the women are a piece of work. please shut those account down, its not us and we never call to make service, this time or another, yes our ID was stolen, but we are making effort to keep safe and with your help it can be done. we have a fraud alert and freeze on our acount for years from our understanding so please help.l
Business response
07/24/2024
I have contacted the customer and left messages regarding her concerns. Currently waiting for a call back.
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
1. Homeowner selected to cancel internet service from WideOpenWest, *** on July 2nd 2023 for a new internet service provider.2. Homeowner called WideOpenWest, *** on July 2nd requesting a disconnection of the internet. WideOpenWest acknowledge the cancelation and setup disconnection.3. Homeowner was not and did not utilize any equipment provided by WideOpenWest, ***.4. WideOpenWest selected the disconnection date of July 17th which caused an additional billing cycle to occur when the homeowner is not longer utilizing WideOpenWest, *** for internet and has not been sending traffic to their datacenter.5. Homeowner called to correct the issue but WideOpenWest, *** has not engaged and only placed homeowner on hold in a cycle.
Business response
07/18/2024
The account has been updated and closed out with no balance. The charges were manually prorated off when the next cycle ran. Account in good standing $0 owed and it is closed.
Initial Complaint
07/13/2024
Complaint Type:
Order Issues
Status:
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.
I am beyond fed up with wow. Ive been an account holder for maybe 3-4 years now and I shouldve canceled last year when I initially called to cancel, but like many others I was talked out of it by being offered internet for $70 for the year to remain with the company. What they failed to mention is that in 3 months they would jump my rate up to $90 again. If I hadnt of had my partner paying on this account I wouldve canceled immediately after seeing this. I am now being charged "additional wow products and services" $18 extra when I never added anything additional to my internet. We have had issues login into our account so anything my partner would pay the bill it would be over the phone. After many attempts to send a Forgot password link and never getting it, I find a way to log in through ****** to attempt to remove the $4 paper billing and removed these so called " additional services". To my surprise I cant make ANY changes to my account without verifying an email that I never created! myname @wowway.net So how is it that I have to verify my email on an email I never had access to nor placed on my account as my actual email?? I am calling to cancel my account and I can guarantee that its going to be a run around. Im calling it now. I better get my box to return my equipment! Im not about to have them not send it then charge me for unreturned equipment like they did my friend.
Business response
07/17/2024
I have reached out to the customer and at this time I have not received a response. No changes have been made to the account at this time.
Initial Complaint
07/07/2024
Complaint Type:
Service or Repair Issues
Status:
Answered
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Hello, we have been dealing with Wow connectivity issues for an over a month now. The internet signal disconnects and reconnects constantly through both the daytime and nighttime. *** contacted Wow at least 6 times about this. *** asked for money to be taken off of my bill each time. And each time, *** tells me they did this or that, and to contact them the following day if that didnt work and they would adjust my bill. They refreshed signals and replaced modems and sent a tech out. But it seems that *** is intentionally slowing down my internet. Even when the internet it connected, the download speeds are far less than what I am paying for. On average, our download speeds are 200-300bps and we are paying 105$ a month for 1.5 gig speeds. However, when I am in an active chat with a technician and the speed test is ran, my download speed magically jumps to 700bps. I have exhausted all avenues with Wow and they finally agreed to credit me 32$, but they told me if a technician comes out and determines the issue isnt on Wows end, that I would be charged a 64$ fee. So now theyve cornered me to where I dont even believe that the technician will be truthful when coming to the house to investigate the issues. I would please like someone to look into this company and if they are deliberately slowing customers internet speeds. If they arent able to over 1.5 gig speeds in my area, they should be forthcoming about that so I am not paying for a service that it is not possible for me to receive. In the meantime, I will be looking for a new internet company. (Also, we use both wireless and wired internet connections, and both have been disconnecting all day and all night long)
Business response
07/12/2024
We tried calling the customer several times and sent an email to assist with these concerns. We have not heard back from the customer at this time.
Initial Complaint
07/05/2024
Complaint Type:
Product Issues
Status:
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.
I had wow install on June 20th ***************************************************************************************************************************************** we tried setting up my TV and my TV no longer worked the guy did see that during install prior to that I was watching TV with no problems on June 30th I was charged ***** and I called wow on July 2nd when I noticed the charge at 8:16 a.m. in the morning and told them about the charge I told them that I wanted to cancel the ********** because I have not been able to use it since install I called at 10:31 10:58 2:45 and 2:46 p.m. on July 2nd I also contacted ********** and they told me they are not the ones to refund me that wow has to refund me the ***** because they have no control of refunding me it comes through my provider which is wow I have made numerous contacts with wow and numerous contacts with ********** and I have gotten nowhere not alone I have a TV that is now messed up from wow and I would like to know what we're going to do about this I have a bill that's due on July 9th for 80 some dollars which I feel I'm not responsible for because my services have not been working I have made several attempts to contact wow and I have asked for a supervisor to contact me and all they do is keep emailing a supervisor and no one has contacted me this is ridiculous with what kind of service that wow is providing to their customers it is not right it is wrong. I will be canceling my service with wow and I would like to know what we are going to do about my TV not working that was WORKING before they cut the wires
Business response
07/08/2024
I called and spoke to the customer about the ******* charge and advised her to dispute the charge to her bank since she stated that she was never able to use the *********** Her account with WOW has been closed and there is no balance owed to the account, She also stated that she has returned the equipment to the local drop box, so I informed her that it will take a few days for it to be checked in , she understood and said she took a photo of her returning it.
Customer response
07/09/2024

Complaint: 21945703

I am rejecting this response because: we spoke and she told me to call my credit card and dispute with them and as far as the remaining bill she zeroed that out but the ***** I have disputed. But as I see how she responded to the complaint there was nothing mentioned about my tv that was working at the time the guy disconnected the line from Xfinity. Yes she did research ******* to help me to try to fixs it but nothing is working so I'm rejecting because of my tv , my tv had NO PROBLEMS at all until they messed with the lines. Wow also had to run a line from the pole to the house

Sincerely,

***************************************
Business response
07/17/2024
In speaking with the customer she confirmed that the technician disconnected the line (from the outside of the home) and that her father was watching the *** I educated her that that would not affect the **'s ability to go into the settings mode so that the wi-fi connection could be changed, it is something that has to be done manually by using the ** remote. The technician did not connect anything or need to connect anything directly to her ***

The customer informed me that she could not get to the **'s menu to display so that she could adjust the wifi connection. This issue is directly related to her *** During our conversation, the customer informed me that she had called the manufacturer for assistance and was told that her ** was out of warranty and that they would not be able to assist her due to that fact, and she would need to contact a local repair person for assistance.

The customer also stated that she had no idea where her manual was for the *** At that time I looked up the symptoms that she was having and found that many customers with that brand and model ** were having that same issue, so I suggested that she look up the help videos related to her ** on ******** The issue related to the ** is a manufacturer issue and not related to the technician switching the provider connection from the outside.
Currently, there is no billing owed to WOW! by the customer.
Customer response
07/17/2024

Complaint: 21945703

I am rejecting this response because: Yes I did speak with her everything above is true. BUT she did not mention about my tv not working when it was running with Xfinity at the time the tech hooked up wow services . When tec went to see if the ** was working and it wasn't. But it was before he disconnected with Xfinity. Still until this day my tv does not work I would like something done about it. Was working perfectly fine before no issues

Sincerely,

***************************************
Initial Complaint
07/03/2024
Complaint Type:
Order Issues
Status:
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.
Was told no installation fee. Was charged. Was told $45 per month being charged $65 per month. **************** foreign call center. No help. Acted as if I was lying. Wanted to up fking sell me. Im not the only complaint online. Please do something. This is predatory. I was promised no installation fee and $45 per month for internet only. Wow came down to $50 per month with a so sorry so sad for you. Do something for others. Stop them please
Business response
07/09/2024
I had a conversation with the customer about her concerns regarding her rate not matching what she was originally offered. I apologized to her and explained that we do have a plan that would allow her to pay $45.00. I clarified that her current rate is $5.00 higher because she was placed in a price lock plan. I made the necessary changes per the customer's request to honor her original quote.
Initial Complaint
06/28/2024
Complaint Type:
Service or Repair Issues
Status:
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.
In April 2024 WOW gave us an internet plan of $55.00 a month for as long as we continued their service. The stipulation was that we had to do auto pay. Against my better judgement I agreed to the auto pay. In May 2024 WOW took out the $55 and two days later they took out $62.99. When I called WOW about this second transaction they told me they had no record of that transaction and that it was my ************'s issue. My ************ does not do my bill paying for me. I contacted my ************ and filed a fraud claim to investigate the issue and refund the amount of $62.99. They found in my favor and returned the $62.99. In June 2024 Wow again took out $55 and the same day took $62.99. Again I called WOW and they failed to take responsibility. I told them I wanted to opt out of auto pay and still pay $55 on my own, they said it was not possible. Now I have to obtain a new debit card because there were two fraud charges and if I continue with auto pay whose to say the same issue will not occur.
Business response
07/01/2024
We reached out and discussed this complaint. It appears the customers card was being used to pay for another WOW! account. The customer has canceled the card and is getting a new card and all funds were returned to the customer by his bank.
Customer response
07/11/2024

WOW did contact me. In order for them to investigate the claim further they needed my old debit card number. I did not have it as my ************ took it to destroy it after receiving a new card. The WOW representative said they were closing the complaint. They also told me that I couldn't get the $55 rate without the auto pay option which is what caused the problem from the start. They felt that with my new debit card I would not have the same issue of double billing, but I'm not sure it wouldn't be. In my opinion the complaint is still unresolved.
Business response
07/22/2024
At this time, the complaint with regards to the charges has been resolved. The customer was refunded the charges to his bank account and the card that was being used to pay another account was replaced eliminating the card from being charged further.
Customer response
07/23/2024

Complaint: 21918658

I am rejecting this response because:

I shouldnt have to enroll in their autopay program just to receive an additional $10 off my monthly subscription.

Sincerely,

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

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