ComplaintsforWideOpenWest Finance, LLC

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A service was being provided to a residence that was vacated at the end of June. No equipment was connected to this service and no log ins to this service were recorded. I was unable to contact them to cancel this service. As soon as I was able to do so, I called to cancel. I explained that the service was not in use and no one resides at the address. I was billed for two months of time for a service no one was using or could use. $75.61 per month for a total of $151.22. I was informed during my cancellation that there is no policy in place to reimburse these fees for a service that no one could use. If I were in a coma but did not call to cancel, then I am going to be billed with no refund. This is the scenario I proposed to the representative and he confirmed that if no one called then I would keep being billed.

  

  Business response

  08/29/2024

  I informed the customer that no credits would be given. You need to contact us to cancel the services; otherwise, we won't know that you want to terminate the services.

  Customer response

  08/29/2024

   
  Complaint: 22203593
  
  I am rejecting this response because there are many instances where someone is unable to call to cancel the service. As explained, if someone gets deployed, if someone goes to jail, if someone gets put in a coma, if someone dies, they cannot call to cancel the service. Service. The fact that there is zero login for 2 months is a verifiable fact. Yes, during those two months you have no idea whether or not I wanted the service. Now that I have contacted you, you are aware that I could not use the service in any way because I was no longer a resident of the address being serviced. Serviced. Now that you have been made aware of that fact, you are still stating I should have called when I had no ability to do so. This is not customer service. This is absurd.
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Owed a refund. I emailed the contact info provided to me and called the number provided as well, both of which would not assist me. I account was cancelled on 25 August 2024 and was due a refund of $41.42. I agree this is a minimal amount, however it is the principle of the matter here. I have the email stating that I am owed this amount and the chat representatives showed it as well.

  

  Business response

  08/28/2024

  The refund was processed on August 26, 2024, and the customer was provided the information on how to receive the funds. The customer will get an email at their email on file with the directions on how to retrieve the funds. 

• Initial Complaint

  08/23/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  A few weeks ago I canceled our Wow! Internet service. Shortly thereafter, I received a return envelope and return label. The letter stated that we had equipment to return and if we did not mail it back, we would owe $130 for each of the two pieces of equipment. I have called Wow! at least three or four times and spoke with representatives. I explained each time that we did not receive the equipment they are asking for or we would happily return it. One of the representatives let me know that the equipment was not part of our original installation, it was mailed to our house. I explained that I never received the equipment, nor did I use it. They stated they would check the warehouse for the equipment. They did not find the equipment supposedly in their warehouse. I maintain that we have never had it and I should not have to pay the money for it. Today in the mail I received a final notice stating that we would be turned over to collections if we did not pay $260 for equipment that we did not receive. I am beyond frustrated and would happily send back equipment if I had it in my possession. My husband and I have worked extremely hard to have good credit and do not want it ruined because we are not willing to pay for equipment that we did not ask for or receive. One representative stated that this would have been sent approximately two years ago.

  

  Business response

  08/27/2024

  The account has been corrected and the equipment charge cleared and checked in . There is nothing further owed to WOW! by the customer.

• Initial Complaint

  08/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Their website shows the rates for the service I am receiving is $40.00/month. This is the regular rate after the initial lower rates expire. I am being charged some $60/month. I have tried to talk with WOW about this, but they refused, merely reading from a script. It was difficult to understand the person due to an extreme accent.

  

  Business response

  08/23/2024

  I have spoken to the customer and due to his longevity with the company I gave him a pricing for our price lock, and he accepted.

   

  Customer response

  08/23/2024

   
  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

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was WOW! services when I lived in *********, **. I discontinued service when I moved out of state to *************** during the pandemic (April 2024). Because of COVID, Wow! asked me to return equipment to a dropbox outside of their building since their ********* location was temporarily closed. The equipment was returned and I didn't hear from them. This was 4 years ago. A few days ago I had my credit report frozen so scammers are less likely to get my contact info. That's when I noticed a collection from unreturned WOW! equipment and a remaining balance of $257. Clearly someone at the company made a mistake when updating (or not updating) my account once the equipment (i.e., cable modem) was received. I spoke to a representative from WOW! named ***** on Wed, August 21st but he wasn't helpful. I would like to have the remaining balance removed from my credit report. Additionally, I looked at WOW!'s ****** reviews and dozens of individuals have written about similar negative experiences with the company.

  

  Business response

  08/29/2024

  We have checked our inventory, and we do not have this equipment at our warehouse. 

  Customer response

  08/29/2024

   
  Complaint: 22175232
  
  I am rejecting this response because: The equipment was returned. WOW! asked me to place the equipment in one of their drop-off locations since they *********, ** office was temporarily closed during COVID. I placed the equipment in the drop-off box as instructed and then moved to *************** I didn't hear back from WOW! so I assumed the matter was resolved. I didn't know there was a collections notice until I had my credit report frozen and ran a credit report. If you look at ****** reviews for WOW!'s *********, ** location, you will see DOZENS of other current or former customers complain about similar issues with the company. 
  
  Sincerely,
  
  Nadya Ally

  

  Business response

  09/06/2024

  Notices were sent about the missing equipment but if they address was not forwarded or updated in the WOW! system it would be sent to the billing address on the WOW! account. We have no record of this equipment being returned and do not have the equipment in our inventory. 

• Initial Complaint

  08/21/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I was a client for a company for several months, I didn't have a long-term contract - just month-to-month contract. WOW kept increasing the payments for their service, so at one point I've decided that its too much and contacted them to cancel the service via chat on their website. They said I need to call, so I called them and ask to cancel the service, disconnected the internet cable and signed a contract with another provider. But WOW keep sending me invoices, like I'm still using their service.

  

  Business response

  08/22/2024

  I spoke with the customer and informed him about our disconnection process, but he disagreed with it and claimed to have already spoken with someone else from our team regarding the disconnection. However, we have no records of this interaction. I processed the disconnection for July 5, as that's when he entered into a temporary disconnection, and provided him with his balance. He then said he didn't want to discuss it further and hung up.

  Customer response

  08/22/2024

   
  Complaint: 22173650
  
  I am rejecting this response because I do have all my records and this happened on April 22, 2024: I received the bill that was significantly higher than the previous one, I went into my account on ********************** website, contacted the support and asked them why there was an increase. They explained this to me and I refused to continue with the service. I requested to cancel the service from the same person, but was told that I need to call instead to cancel, so I did, the same day, removed the auto-payment and CC from the WOW account and disconnected the service. The lady from WOW that called me about it can see the record that I chatted, but can't see that I called and based on that they think they can charge me for the service they didn't provide
  
  Sincerely,
  
  *********************************

  

  Business response

  09/04/2024

  The customer was informed, as per his documentation, that in order to cancel his services, he would need to contact us through a method other than chat. However, this was not done, and the account remained active until he called to disconnect his services.

  Customer response

  09/04/2024

   
  Complaint: 22173650
  
  I am rejecting this response because I made it clear in multiple ways that I no longer want to use their service - via chat, via calls and by removing my payment method, stopping auto-payments and cutting the internet wire. Why do they think I need to notify them only in the special way that they want and there is no way for me to check if they accepted my request or not? Maybe I had to use a golden envelope and send it via certified mail? Or maybe I had to order a special courier service to notify them in person? I didn't have a contract obligation with their service - they increased the price of it twice, I stopped using their service, but they think I have to pay them anyway.

   

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

• Initial Complaint

  08/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I agreed to start a WOW account because their door sales came by offering a sweet deal of $60 a month for about the same service, we currently have but a bit cheaper than what we are paying. When the equipment was delivered to our house, we had some issues self-installing. So, I called the company to see if they could help me over the phone. The person on the other end was very rude and then told me that I would need a technician to come out. I was told that a technician had already come out and turned on the box outside, so there should not have been a problem. The next day I was charged $80.91 for my first month when I was told it would be a free month then I would be charged $60 plus any taxes. I called them and ended up canceling with them and returning the equipment that never got installed. The company received the equipment on August 1, 2024, and by August 19, 2024, I received another email stating that I still owed $80.91. When I called them, they had to transfer me to the retention department where they told me that my account was canceled but they could not remove the charge. I told them they had better remove the charge because I had never used their service. She continued telling me that she could not remove the charge and then hung up on me. I want that $80.91 charge removed from my closed account because they send it to collections, and if it gets put on my credit then there will be some serious lawyering up. Please help with this matter. Thank you.

  

  Business response

  08/21/2024

  I spoke with the customer regarding her concerns with closing out the account due to issues with the installation, and still receiving a statement balance. I have adjusted the account to zero out the balance. 

  Customer response

  08/21/2024

   
  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

  08/15/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Dear WOW Internet Customer Service,I am writing to formally express my extreme dissatisfaction with WOW Internet regarding a promotional offer that induced me to upgrade my internet service from Spectrum to your high-end fiber optic plan. I was explicitly promised a $300 gift card upon signing up for this service. I have the promo material and the offer is still on your home page. I have diligently waited the required 90-day period as outlined in the promotional terms. Despite my attempts to inquire about the status of the gift card, I was initially assured that it would be forthcoming. However, subsequent inquiries have been met with inexplicable claims of no record of such a promotion.This blatant disregard for contractual obligations and misleading advertising tactics, "door to door and online" is unacceptable. I have attached a copy of the promotional material that clearly outlines the promised gift card.I filed this formal complaint with the Better Business Bureau and am considering further legal action, including involvement of the ********************************* and Florida Utilities Commission.I demand that WOW Internet honor its contractual obligations and immediately issue the promised $300 gift card. Failure to do so will result in additional, and potentially more severe, consequences.I expect a prompt and satisfactory resolution to this matter. Please contact me at your earliest convenience.Sincerely,************************* *********************************** **************

  

  Business response

  08/19/2024

  We have verified the customer is eligible and the gift card has been processed. The card will be mailed via UPS. 

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I do not have a cable provider at all. There is a WOW cable wire that has been lying on my roof of my mobile home for almost a year. If that wire snaps, it will ruin my roof, windows and awning. I have called numerous times to rectify this problem with no resolution. My hope by contacting the BBB is that possibly you will have better luck of having WOW safely remove the wire with no damage caused to my home. Thank you for your immediate response to my problem.Sincerely,*********************

  

  Business response

  08/20/2024

  Our technicians have been out and taken care of this issue for the customer.

   

• Initial Complaint

  08/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  7/29 called to have a service tech come and fix the home internet service. Had contacted customer services repeatedly via chat for tech support for the 9 months account was open. Tech came on 7/31. Worked outside for 10, said it was fixed and left. Internet went down minutes later. Called wow back to get tech back out, said they couldnt for 2 days. I said when tech comes I will be giving them my equipment and closing the account and they would be crediting the account . Tech came handed equipment all done. Went on account a few days later cancelled auto pay assumed they would take care of it. 8/13 received text saying thank you for payment. They illegally took money from an account t that I had cancelled auto pay from then said I never cancelled and the refused the full refund or to even let me talk to a supervisor and refused to send anything in writing about out conversation. Unfair and unclear business practice for closing account.

  

  Business response

  08/19/2024

  I spoke with the customer about his experience closing out his account and the service issues he encountered. I adjusted the charges to account for when he returned the equipment to the technician and also adjusted for the service issues he faced. Additionally, I explained the auto-pay cancellation process to the customer.

*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. ↩