ComplaintsforWideOpenWest Finance, LLC

• Initial Complaint

  10/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I called WoW tech support on Thursday 10/3/2024 to find out why my phone call blocking was not ********** of Friday 10/4/2024 I have NO ACCESS AT ALL TO MY ACCOUNT OR EMAIL I was told the issue was escalated and I would receive a call and NO ONE HAS CALLED I was directed by technical support to reset password and with them looking at my account as I was doing that, they saw that the system 100% will not let me reset my password.They broke my system on 10/3/2024 and they need to fix it!I need access to my account and I need access to my email....

  

  Business response

  10/10/2024

  I spoke with the customer about his concerns regarding not being able to access his online account or email after his phone call to correct his calling feature. I advised him about the outage affecting his access and his ability to change his password. The outage was cleared on October 9th, and I confirmed with the customer that he was able to successfully change his password and access his account. I also informed the customer that we will internally address the issues with communication from the front-line representatives.

  Customer response

  10/10/2024

   
  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

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have WOW Internet as my Internet provider; due to military relocation, I am moving to a new location and needed to cancel my WOW Internet (moving in October). On September 6, 2024, I notified WOW Internet that I would be moving on October 11, 2024 and requested that service ended that day. WOW agreed and informed me that I would pay for my usual month of September, then an adjusted rate for the partial month of October. On September 23, my Internet was shut off without warning. I called WOW and was told that my account had been terminated and was not given any reason. I was told that they thought I called the day prior to request cancellation immediately, which I did not. I re-requested my service be reactivated until October 11 and was told that I would have to pay for another full month (despite already paying for September), that my Internet speed would be reduced, that I could not return to my prior existing monthly rate, and I would also be charged a late fee. I was told that this was essentially a "new service." My Internet was then reactivated, at nearly double my expected bill and paying for the same time period twice.

  

  Business response

  10/04/2024

  I have been in contact with the customer and made him aware that he will receive the refund after the account goes into a disconnection on October 11, 2024.

  Customer response

  10/04/2024

   
  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,
  
  ***** Le

• Initial Complaint

  09/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I don't understand why my WoW internet service is disrupted. During the ***** ****** I didn't have any internet issues, now after the storm is long gone I'm having internet issues and WoW only has an automative voice that tells you they will call you back. If this type of interruption keeps happening I will need $10 deducted from my bill or I will have to search for another internet provider. I completely dissatisfied at this point.

  Customer response

  10/01/2024

  Hi: 
  I would like to cancel the BBB complaint that I submitted against WideOpenWest Finance. My internet service was restored due to a local outage. Thank you. 
  
  Regards,
  ******
  

  
  

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had Wow internet for years. Over the past year, we have had continued service issues. Every time we lose service we call and get zero resolution. Within the past 2 months, we have had more issues than before. We have called multiple times and had multiple service technicians come out. The most recent time, on September 9th, the technician came out and did a lot of work outside. When he was done he came to the door to explain everything. While he was explaining it to me, I was typing out what he said to relay to my husband. He told me that he replaced the entire line from the pole to the house because it was a disaster (which was funny because the tech who came before him also replaced it). Then he went on to say that our signal at the pole was low so he put in a splitter. He said two more people would be out soon - one person to bury the line and another to work on the signal issues on the pole. Today, when I called WOW (since I didn't have internet on Monday, and again today) the gentleman on the phone wanted to send out another technician. I asked - why, every time someone comes out, they replace things, tell me I'm good to go, charge me a bunch of money and then my issues keep coming back. He pulled the records from the tech visit on 9/9 and he said I was charged for that visit because the tech noted "no issues". I was baffled since I was told something completely different. It makes sense now why every time they offer to send out a tech, the tech replaces stuff and they charge me. This is an absolutely horrific way to treat customers. They are lying and cheating me out of money. The gentleman today also would not leave his script and just be a human being I could talk to.

  

  Business response

  10/03/2024

  Our local team has been in contact with the customer and an adjustment was given to the customer.

• Initial Complaint

  09/24/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Dear *******,Were writing to let you know that we have not received your WOW! equipment. If not returned, you may be subject to an unreturned equipment charge.Weve made it easy - just pack up your equipment and attach the prepaid shipping label we recently sent you. Then, visit ********* to find a drop-off location near you or to schedule a pick-up. Be sure to get a receipt and tracking details from the ***** associate when shipping your return.This is our last reminder to return your equipment. Need help? Give us a call at ************.Thank you,Your WOW! Customer They keep sending this letter when i never had this equipment a texh had to come out in 2020 and he switched out the equipment and now all of a sudden i am getting these letters in 2024 about equipment i never had and its noted on the account i have called and spoke to several **** stating that this issue was resolved and i wouldn't recieve any more letters or communication regarding this is but as u can see above i have recieved another letter threatening charges for equipment.

  

  Business response

  10/03/2024

  This equipment has been removed off of the account.

  Customer response

  10/03/2024

   
  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,
  
  ******* *****

  Customer response

  10/04/2024

   I am needing my case re-opened due to after i accepted the response i recieved another letter and i am attaching it for your reference. Thank you! 

   

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

  

  Business response

  10/07/2024

  The customer has called into the center and was made aware that the equipment was removed from her account.

  Customer response

  10/07/2024

   
  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. If provided that the equipment is actually off my account and no more letters find their way to my mailbox/ email.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  09/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I want the promotional offer for which I subscribed with WOW! Internet and would also like to warn others about deceptive pricing and inaccurate billing practices.****** *., a WOW! internet salesperson offered me 1.2 Gbps internet service with free professional installation for $95/month, for new customers, with AutoPay, paperless billing and a $300 **** gift card after 90 days of service.****** confirmed the terms of the deal in writing, via text message, so I had WOW! 1.2 Gbps internet service bundled with ********** installed on Wednesday, 8/21/2024. On Thursday, 8/22, I accessed my new WOW! online account management dashboard to sign up for autopay and paperless billing. There appeared a charge of $99 for professional installation. I sent a screen capture of the charges by text attachment to the salesperson, ******, who ***lied, "Call WOW and tell them you got a free install. I waved it. There shouldn't be a charge."Most of my communications with ****** were in writing (texts). Unfortunately, I don't have documentation of the telephone conversations with WOW! Support. My phone does show hours of connection with WOW!. I believed that the deal made with ****** would be honored - I would autopay $162.99/month for 1.2Gbps internet service with Price Lock Promise and ********** and receive a $300 **** gift card after 90 days with the *************, I learned that the monthly autopayment hadn't started, so my account was past due. I signed up for autopay the day after installation, but it hadn't taken effect, so my payment was late and I no longer met the terms of the promotion. I chatted with a "customer service" *** on the ********************** website and he agreed to waive the $10 late fee, but said I would no longer qualify for the $300 gift card. I paid the full disputed amount with my credit card, because I couldn't risk an interruption in internet service. I downgraded the service to 1 Gbps, at a cost higher than what I would have been paying for 1.2 Gbps.

  

  Business response

  10/03/2024

  I am working with the customer to see what we are able to do in order for him to receive the gift card.

  Customer response

  10/03/2024

   
  Complaint: 22321866
  
  I am rejecting this response because the representative with whom I spoke said that she will try to make sure that I would receive the $300 gift card at the end of the promotional period, but can't guarantee it.

  The representative, ********, instructed me to call *************, Pin **** on **/**/2024 to remind her of the situation and she will do what she can.

  I will be satisfied with the response, if at the end of the promotional period I receive the $300 gift card that was originally promised and it actually works after I receive it.

  Sincerely,
  
  ****** ****

• Initial Complaint

  09/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I refer a customer to ********************** in exchange for gift card value of ****** . as time passed and now it time for Wow to issue the gift card. now I'm qoute restricted that was not in the agreement nor in the referring program. I immediately called Wow on three occasions each time I get a different reason 1. have to wait 90 day a the refer friend need to be with Wow for 90 day 2. **************************************************************************************************************************** e-card.3. I spoke with Wow say im not qualified because of a change in the plan at that time Wow had a price increase which I didn't have no ideal that would disqualified because once again in the refer program thier is no mention of this rule my solution is to receive the $100 gift card as promise or they need to revise that program with readable rule and regulations .

  

  Business response

  09/24/2024

  The gift card offer was based on a specific service subscription to be eligible to receive the card after 90 days of consistent services. Any changes to the original service subscription, late fees, etc. would void the offer.  Within 10 days of the installation and referral (6/17/2024), the customer's referral downgraded the service level, making the offer invalid.

  Customer response

  09/24/2024

   
  Complaint: 22320737
  
  I am rejecting this response because:
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  09/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Wowway internet is unethically trying to steal money from me. Everything was fine around May 2024. My bill from them is $5.99. At some point in time their auto pay system messed up and didnt work properly. (This isnt the first nor second time) Bill for **** was $16.98. July bill shot to $31.98. Their math doesnt make sense. July bill also shows my regular payment of $5.99 so Im assuming their auto pay system started back working. They didnt send me a past due notice until around July/Aug. I called the customer support. Informed them what happened, they insisted I pay the full cost of my most recent bill to avoid cut off and more fee. I told them that I would not be paying their past due fees since I was on auto pay and it was their systems fault. August **** had shot up to a crazy $74.97. While on the same support call, I decided to completely close my account after years of service and informed them I would not be paying their past due fees. It is now September, at least a month and an half, possibly more since I called to close my account. They are still upping my bill, havent closed my account and sending me past due notices. September bill is now up to $95.96! I have been in touch with my lawyer and he recommended I try this approach before taking legal action. I have documentation on all things.

  

  Business response

  10/07/2024

  We made several attempts to reach the customer via telephone and were unsuccessful in our attempts. 

  Customer response

  10/07/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is absolutely pointless. Ive paid their bogus charges in effort to not have it sent to collections and hurt my credit. I received no contact from the business regarding this issue. 
  
  Sincerely,
  
  ******* *********

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Poor service connection, or no connection at all as of now

  

  Business response

  09/26/2024

  I have been in contact with the customer and will be reaching back out to him.

• Initial Complaint

  09/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I made a check by phone payment thru the wow payment systems on 8/26/24 received confirmation number on my mailed statement I received a return check charge from them they stated my check was sent back from the bank in 8/30/24 this never happened my bank said no transactions were processed nor returned at all in these dates and wow refuses to refund me

  

  Business response

  09/18/2024

  WOW's payment system recorded a payment attempt by the customer made on Aug 26th, 2024  via check at  4:11 pm and then another via a MasterCard at 4:17 pm on the same day. Later in the evening another payment attempt was made at  7:15 pm through the payment system  prompted the customers bank to most like reject the payment as they number of attempts could be seen as a issue with the account. This resulted in a return payment that came back 4 days after the final payment attempt on 8/20 was recorded by the automated system. We have already issued the $30.00 return check fee to the customer's account. Moving forward the customer will be responsible for any fees associated with the account  in the form of returned payments, reconnection fees, and late fees.

*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. ↩