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.

close

Find a Location

WideOpenWest Finance, LLC has 26 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  WideOpenWest Finance, LLC

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

  
• 

  WOW! Internet Cable Phone

  770 N Eastern Blvd Montgomery, AL 36117-8619

• 

  WOW-Wide Open West

  3371 Skyway Dr Ste 130 Auburn, AL 36830-6484

  
• 

  WOW-Wide Open West

  1570 S Phillips Rd Lanett, AL 36863-3912

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

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:03/08/2025

  Type:Customer Service 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 had Wow internet for four days. FOUR. Each day, I call Wow to find out why I am paying for 1 gig & not getting it. Each call is about 30 mins in length. On Day 4, I spent 48 mins with their llustrious customer service. Today's call centered on no internet PERIOD. I ask questions like 'how long does one give Wow a chance before ******************* questions are ignored. Day 4 & I have a bill already. The reliable wifi they advertise is false.

  

  Business Response

  Date: 03/13/2025

  I reached out to the customer and left messages regarding the service issues she has been experiencing since the installation. As of now, we have not received a response. Upon reviewing the account, I saw that a technician was scheduled to visit on March 10th to address her concerns. If the customer is still facing issues, she can contact us, and we will be happy to assist her.
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 23039599
  
  I am rejecting this response because the ***air dude sent a notice that he was at my house for 45 MINUTES waiting on me, i guess.  The problem is that I WAS home with THREE dogs.. looking out the window for a person who was either lying or hallucinating.  I am paying for 1 gig and not getting it. I spend between 30 and 45 mins every day with Wow personnel. I'll admit I didnt read the reviews and I am to blame for that.  But having zero respect for my time every day, resetting a 5 day old modem is ridiculous. I'm never gong to get 1 gig.  Heck, the wifi is so bad, it actually disconnects.  I know they want to blame me for this but other than being naive, i don't see how it is. How does Wow have an A rating with lousy reviews?  Do they read.the complaints? I ask that every afternoon and the answer is no.  Are all these people wrong?  Is my speed test fake? Do my dogs not know if the 'reliable' wow *** is in my house?

  Sincerely,
  
  *** ******

  

  Business Response

  Date: 03/25/2025

  We have contacted the customer and left messages regarding the ongoing service issues she is experiencing. However, we have not yet received a response. To resolve the issues, the customer needs to contact customer service to schedule another technician visit.

   

  
  

  Customer Answer

  Date: 03/26/2025

   
  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:03/07/2025

  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.

  Loss of service on bright sunny days for absolutely zero reason. ******** customer service process and handling. Horrible account access.

  

  Business Response

  Date: 03/12/2025

  We made several attempts to reach the customer via telephone but were unsuccessful in our attempts. If the issues are still present and further assistance is needed, we will be happy to help. 

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23035828
  
  I am rejecting this response because:

  I have not received a single call, voicemail or email from WOW regarding this issue. 

  I'm not surprised. This is exactly the reason I filed the complaint. **************** is atrocious. 

  Next step will be to file a complaint with the FCC. 

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

  

  Business Response

  Date: 03/20/2025

  I attempted to reach the customer via telephone yesterday and today. I am still unable to reach the customer via telephone. I called the number on the WOW! account and also the number provided in this ticket. 

• Initial Complaint

  Date:03/05/2025

  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 had an install appointent for a mandatory upgrade to ********* Wow! conacted me via phone and text FOUR times in the week prior to my scheduled appointment at 8am March 3rd, 2025. I confirmed all of their request (Don't know why they needed four such requests). Today Monday March 3rd I take the morning off to be at my house for installation. The technician shows up only to inform me that they do not have the required set top boxes that I ordered three of which at time the appointment was made. The technician tells me they haven't had any for a week. So now I am out of a half days work for nothing as the technician left. I want to know why they kept comfirming appointments with me knowing they did not have the equipment to do the installation. Wow! also mentions in each confirmation that if I am NOT here when they arrive I will be charged a cancellation fee. I want to know what compensation they will give me for THEIR cancellation of my install. I have called their corporate office and left a complain and asked to speak to the local manager ..which they said I could not. I have also contaced my local city hall to post a complaint about WOW! and to ask the city for penalties to be levied against them. I want to know why they did not tell me last week they could not do the install and why they kept sending me appointment confirmation requests when they had no intentions of honoring the appointment.

  

  Business Response

  Date: 03/12/2025

  I have made 5 attempts to contact this customer to see how I could help resolve the issue I have provided my contact information ********** and PIN **** with every voice mail and have not heard back. The customer did call in on 3/7/25 and stated he was done with wow and would be switching providers but there is no open disconnect order.

  Customer Answer

  Date: 03/12/2025

   
  Complaint: 23012132
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:03/03/2025

  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.

  Two problems. 1) Continued billing problems, and 2) charging a higher rate than quoted.1) Every other month I get charged a late fee because WOW failed to process auto pay or some other problem they CLAIM happens just so they can charge me additional money. I have repeated asked why this happens and no one has yet given me an explanation. There is certainly no problem with my credit card. I a told every time they have solved the issue, but then then again in two months months it does happen again. This has been going on for about a year. When I called again yesterday, as usual I was transferred several times and this time I was actually hung up on. I've been told someone will call me back, but no one ever has. Let's see if it happens now. My patience has about worn out and I am ready to switch internet companies.2) I was promised a price of $30 per month forever if I would stay. That $30 only happened one month and then all the funny business started. *************** rebuild their system in our our subdivision and everyone started switching. I was switching too because of all this funny business with the bill. Then I get a call from WOW offering me the $30 forever deal if I would stay. So I agreed to. After all, I am happy with the service, just not the billing. The company only kept it word ONE TIME.I am still waiting for someone to explain to me why I continue to get late notices when I have autopay set up. And you really should look at your records and see how long I've been a customer. You're about o run off one of your longest running customers.Thank you.**** ******* ************

  

  Business Response

  Date: 03/06/2025

  The account had autopay removed on March 2, 2025, if the customer would like to continue with autopay, we will be happy to further assist. If the account is on autopay and it malfunctions on our end the customer should not be charged any late fees for that error. 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23014693
  
  I am rejecting this response because: The response did absolutely NOTHING  to address my original complaint. I want to know why I keep getting late notices when I was signed up autopay. I only removed the autopay after I got hit with another late notice. You said I ended the autopay on March 2. Yet you went ahead and charged my account March 3.

  You also didn't address the fact that you raised my rate even though you called and offered me a lower rate that was good forever. Furthermore, I am still waiting on a phone call from someone in your company.
  
  Sincerely,
  
  **** *******

  

  Business Response

  Date: 03/17/2025

  The price lock was quoted to the customer at $35 per month with the auto-pay discount. At this time, the auto-pay discount is still active, and the charges are being billed at the promised $35 per month for the internet service. We have as a courtesy provided a credit of $40 to cover late charges that should not have been applied because the auto-pay failing is not the fault of our customer. To address the auto-pay issues further the customer would have to enroll back into autopay and if it fails at that time, we can escalate that internally to a team that can identify what is failing on the billing side and make the necessary corrections to resolve that issue. 

• Initial Complaint

  Date:03/03/2025

  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 went to make a payment they blocked my credit card. When calling to speak with them they said there was a problem with them and *********** and that they denied a payment and charged WOW ***** So when i spoke with *********** and asked them about it. they stated that they never denied a payment and did not charge ***********. I spend a few days going back and forth with WOW about the payment they keep changing how much I owe and lowering it. But when I stil went to pay they have my Card restricted. It was suppose to be taken off restricxtion by today so that i can pay. I noticed when calling they charged me a ***** late fee after i have a recording stating that they will not charge. They are now refusing to honor what they said. They still have my card restricted and I am still unable to pay.

  

  Business Response

  Date: 03/05/2025

  We verified that the payment was returned by the card issuer or the bank. At this time, we have removed the block on the card as a onetime courtesy. I was able to verify that the account has received $100 over the last month and no additional credits are owed. 

  Customer Answer

  Date: 03/21/2025

  They are still charging me late fees even with having a recording from a manager stating that since my account was being investigated with the finance department they would wave the late fee. They are still trying to charge me 30+ on my bill one story saying my bill wasn't paid another story saying because of a refund to my credit card for 9.75 they are charging me ***** for a fee. Every story has changed. They promised to keep my bill at ****** due to all the issues but are taking back everything. They want to fully charge me for paying for 1g internet when most nights I get max 500mbps. They are saying my bill is suppose to be ****** but they are charging me ****** and they can't give me a straight answer. 

  

  Business Response

  Date: 03/25/2025

  Current balance has been credited to $216.00. Moving forward no additional credits will be applied. Any balance owed will need to be paid to avoid an interruption in services. The credits applied exceed what the customer is owed. 

  Customer Answer

  Date: 03/25/2025

   
  Complaint: 23012517
  
  I am rejecting this response because: when I spoke to a manager back in February they made an agreement that if I'm taken off the auto pay they would put my account back to ****** due to the situation that happened with the auto pay taking the incorrect amount in the first place. They were going to put a discount on my account that was suppose to last for a few months due to it. We had an agreement back in February for the set amount.

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

  

  Business Response

  Date: 03/31/2025

  The original complaint is shown below. 

   

  I went to make a payment they blocked my credit card. When calling to speak with them they said there was a problem with them and *********** and that they denied a payment and charged WOW ***** So when i spoke with *********** and asked them about it. they stated that they never denied a payment and did not charge ***********. I spend a few days going back and forth with WOW about the payment they keep changing how much I owe and lowering it. But when I stil went to pay they have my Card restricted. It was suppose to be taken off restricxtion by today so that i can pay. I noticed when calling they charged me a ***** late fee after i have a recording stating that they will not charge. They are now refusing to honor what they said. They still have my card restricted and I am still unable to pay.

   

  We have made the necessary change to correct any issues listed in the original complaint. There are no additional discounts or credits that will be applied to this account. 

  Customer Answer

  Date: 03/31/2025

   
  Complaint: 23012517
  
  I am rejecting this response because:

  When i spoke to a lady in February 13 about my bill and explained why I won't enroll again in the auto pay because of the situation they caused the first time they agree to keep my bill for the next few months to keep my bill at 196. I agree to the situation. Me and wow have had massive problems in the past due to techs being out multiple times in 1 week and taking 8 years to replace a cable line that they stopped using in 2001. They keep telling me misinformation at this point. Even when I record conversations with them they refuse to do as they said. And now because this has been going on for 2 months it's not right they are making me pay for internet I don't fully get and other problems. In 10 years of being with them I have done nothing but bend over backwards for them while being lied to having things added to my account at a cost that was never agreed on. Being forced to spend more on internet because they refused to honor a promotion that was given to me. They have raised my rates each month because I refused to go to ********** and because I am keeping my cable. When I even asked about going to just internet they were charging me more than my mother who has them. So I'm sorry but I was told my bill due to all the issues I have had they would keep at ****** I will not pay more than that.

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

  

  Business Response

  Date: 04/04/2025

  The customer was told that if he signed up for autopay and paperless billing, he would save $10 per month. After the customer called us and was provided with the additional $10 discount for autopay and paperless billing WOW! went through a cable rate increase which our customer was updated on the front page of their bill under the WOW! news section of the bill. The customer had an increase of $10 for the medium cable plan, $3.50 for the broadcast TV fee, and $0.54 for the sports surcharge. So, the customer did get the $10 off per month while also going through a rate increase. This increase and the charges associated with the cable can be lowered by going with a ********** plan. Since September this account has been provided credits totaling $355.53. At this time, no additional credits will be added to this account. The customer can lower the bill by going with ********** streaming and dropping the WOW! cable product. We have also verified that there is not a payment block on this account for the reversed payment. 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23012517
  
  I am rejecting this response because:

  They told both me and my witness i was being charged ***** for a return on payment when I disputed a charge because they charged me full payment on a bill without the discount. When I called during that time they gave every excuse and was changing every stroy. They could not keep the story straight. As of right now I have canceled my account with the company. Only had their cable for 4 days but they are now trying to change me for a full week of cable when they said they will prorate me. At $7.22 a day 4 days is only ***** not *****. I had to leave WOW because every conversation theybwoukd change stories on why I was being charged ***** and other stuff since January. 
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  Date:03/03/2025

  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 was going to change services and cancel my services with wow and when I called to do this I told them that I was paying way to much and was going to change to another provider for a cheaper monthly plan with more internet speed. They asked me what the plan was and they told me that I didn't have to leave they could match or beat that deal. So they offered me a no contract pay as u 80 dollar and since I had my own equipment they would refund the charges of rental fees which was 10 for one and 6 for the other one and it would bring my bill below the 65 dollar one that was offered by the other service provider. Plus there was a discount for paperless bill and for doing auto pay. It was suppose to being my bill to 60 dollars a month or maybe a dollar more or less. So this was what was agreed on. So from thr very first bill until my last this never happened and every month I had to call to get it fixed and they would tell me it was fixed and it would all be adjusted . It kept building more and more they did give me a partial one time for charging me monthly for equipment when I had my own . They Said it was the max they could give in a month and next month they would credit me the rest . It never happened called to fix it they promised next bill it would be fixed but it got worse because they changed systems it some hover charged me by 3 times the normal amount and they told me they couldn't refund me even though it was an error by them and it caused my bank account to over draft and get fees . They were. Suppose to giver credit for that and I should have been without a payment for a like 6 months worth of payments worth of credit and when the next bill came up they were trying to take money from my account again and overdraft me again. So I had to do a stop payment. So because I did a stop payment I was immediately terminated and locked out of my account. I was refused anything showing me my charges how much I paid them. And sent to collections

  

  Business Response

  Date: 03/04/2025

  I have spoken with the customer regarding an *** that he has filed. He has been made aware that the balance that has been written off is current. He was given all the adjustments that were due on his account. The write-off is for his balance due and the unreturned equipment. 

  Customer Answer

  Date: 03/13/2025

  I have never received anything that I requested over and over which is my complete month to month charges and my payments  that I paid  I wanted a full detailed bill  showing what I was being charged for exactly and what I was credited for *** what   I paid toward the account.   This is what is required by law for you to send when it's being requested .  It shows transparency and keeps things fair and honest.  I have been refused this over in over because it will show the ridiculous  way I was charged and adjusted snd then overcharged and not credits  and it will also show the attempt to credit me for the equipment  charges on a monthly basis which will prove and show the ridiculous charges later that were applied unreturned equipment.   This was a month to month agreement that was offered to me to stay signed on and not leave  it was a agreement of less then 65 a month which was the amount I was leaving to go to another provider  for.  I had my own equipment  and that was one of the ways that that the person who made the deal with me said they could use to bring the price down to the price less then the other service provider.     So I agreed to stay on those terms..   from that point on I up helpd my end of the agreement. And payed more then what we agreed on. Because I was on automatic payment and I was billed more then the agreed amount and I had call month to month to try and get this situation under control and there was never a month from that point further was it ever fixed and it got even worse with a change  that was made trying to fix it that caused it to to over charge me 3 times the agreed amount on top of all the incorrect over billing and it caused my bank account to overdraft and costed me fees for this happening.   All these things are all errors done to me a customer so I  asked for a refund and for them to pay my over draft fees and  was told me they can't refund me and the best they could do would be credit my account  and credit me the overdraft fees . And they would fix the bill for all the overcharging as well and I would have 6 months pretty much of serviced that would be owed to because of this . So I'm thinking finally I don't have to worry about my bill for a while but I was wrong. I get a alert from my bank telling me that I'm about to be overdrafted again from the same place .. so of course after being lied to again I had no choice but to do a stop payment ..   so because I did the stop payment I was immediately  kicked off my accounts  and disconnected  from my services and then I was refused access to my account and  to be able to access my bills *** payment history so I could have something to take to a lawyer or file a complaint against  of them closing my accounts and not refunding what was owed to me since I never received the credit that was supposed to be given to me since they couldn't give refunds and only credits.  Then I was hit with a  equipment charge because I kept calling trying to get my account fixed.  And I asked for proof that I had this equipment  and send me something showing that this was sent to me or something I signed showing I received it.   And I wanted my detailed bills because it will show that I didn't. Have any equipment  and got a refund because lf it.   Which will prove I had no equipment.   So you  can't just charge someone's credit with something without showing proof of the person ever receiving it or signing for it and ever agreeing to it .  Just because u say I had equipment isn't valid enough to be able to put it on my credit like that and is actually illegal to do especially when I have pointed this out and you have failed to provide the proper documenting or contracts for any these things I have requested.   So I'm asking you to please follow the law and send me what I requested or please do the right thing and remove  from my records .  If not I hope that the ****** will see what is taking place and step in and not allow this to take place . All I'm asking for is transparency and to send me a detailed billing history so I can provide and show what was done and even prove that I'm the one actually owed money in this case and I have been refused and only given a statement saying I owe this amount but showing no details on what was chaged what was credit and the month to months complete billing and payment activities.   Hopefully this can finally come to a positive rightful resolution this time. Thanks

  

  Business Response

  Date: 03/26/2025

  The customer has received all bills that we provide this would be the only that we would provide to him other than a box to ship back the equipment. 

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23011324
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

  You did not provide me anything I requested. Just sending Me the amount I owe isn't sufficient to show what I'm being charged for that isn't for services . Services Are a month to month billing .  If you don't pay then you get shut off .  So this makes it impossible to even get a bill for more then  month then it gets shut off.  So that right there proves that I do not owe 330 for my service.  You would have to break contract to make my bill exceed 45 days worth of service like it says in your policy before you are cut off and no more charges.  So how is 330 any where close to my 65 dollar a month plan.   It was technically 61 dollar plan that was agreed upon when I was talked into the service and not to leave.  And you have to send me something showing that I received the equipment.   If you don't you have to remove that as well.  If your would send me my billing cycle and just be transparent like you are suppose to do when requested when there is a error and the billing will show it.  Use common sense here you know I had my own equipment and your equipment is useless and carrier locked and not compatible with what I was using.  I was credited for monthly charges on the equipment because I was using my own and why else would u credit me on equipment if I had it to start with . You must provide proof to validate this when asked you must provide all signed contracts and if asked you must provide I have requested this before this went to my credit over and over and I have never received so that makes this not valid.  So. Please remove.  The billing is a complete error and you did not investigate it and look at the billing and see the month to month charges to see the error .  It is impossible to be charged the amount no matter what extras you want to add on it will never come up with 330 when your on a 65 dollar plan.  That proves the debt is invalid .  I'm telling you it is a error and you have failed to investigate fully and provide proof that my. **** is correct.  Sending someone a final total and not showing anything else isn't a investigation. At all that doesn't provide any proof thst debt is valid at all.  Please be kind enough and explain how does thst validate a billing error and breach of contract or even show I was in a contract or that I received equipment.  That's not how being in a contracts works. And you should be ashamed to not investigate it further and not be transparent. Just saying someone owes something to someone and just putting a number down is not acceptable and a very terrible ethics  if you are ok with doing that to someone who has been legitimately charged wrong and having it forced on my credit with nothing to show why or how.  If you guys are ok with those ethics then I guess there is no hope for this country.  Do the right thing and please send me my bills so I can show you that it is impossible to be charged the amount I did get  charged  I would have lost service way before I ever reached that amount and plus it ***** show the refund I received for not having the equipment which will adress that issue.   Plus all contracts and anything showing I signed for anything or any kind of agreement showing I received anything.   But if u can't send me any of these things and just not my total bill numbers only.  Then you have to do it im sorry but it's the right thing to do.  I don't know why you would even find that acceptable to do to someone.   Please remove do the right thing or please investigate further then remove or please show that I'm in error somehow show the world how to charge 330 for a month to month 65 dollar Contract. Because I read your policy on that and it would have to breech contract for it to ever reach that amount. I hope the bbb gives you a very and takes away there rating  and puts you on a warning list if not. 

  Imagine if this was you and someone did this to u.  Would u be satisfied with your investigation and be happy with what you are doing?  Especially when u know for a fact that it's right and being refused to show proof of what was. Being charged for or how they came up with the number because it doesn't match up to the 65 dollar month to month bill.  So that proves that the amount is incorrect and that it's not a valid debt .  

  Customer Answer

  Date: 03/31/2025

  I wanted to let u know that I finally received the billing  part of what was. Being put on my credit after years of trying but they didn't provide any thing  signed or proof of having the equipment that was also added to my credit .  But the billing does show proof that there was a error and charges added to my account with no explanation and all kinds of fees and charges added on as well.  I called and made it clear I was recording them because that's florida state law.  The could not tell me what the charges were for and told me they cannot remove them due to how old the bill is.  I told them disputed it from the time it happened until years later that I finally recieved a detail billing where it clearly shows the charges that are there for no reason or explanation.   They see it but refuse to fix it and wanted to make it known and show this information and proof that this is the type of business practices that are being done with no repercussions.  Also the bill shows I had my own equipment and yet I was billed for unreturned  equipment.. they said they would investigate it and let me know.  But they have done this in the past and they never call me back and never remove the charges .  But now I have proof with phone  calls and my bill that the charges are wrong and them admiting to it and refusing to remove them.  Tell me if this can be added to the current dispute or what can I do since this just happened

  

  Business Response

  Date: 04/04/2025

  The customer received a detailed letter from the *** regarding the charges that have been written off. Everything was explained to him, and he was provided with the necessary information. He was informed that we do not send out the specific information he is requesting, except for a statement that includes any charges or credits, and that this statement will not be revised.
  

  Customer Answer

  Date: 04/04/2025

   
  Complaint: 23011324
  
  I am rejecting this response because:
  That this is a direct violation of what is required by the rules of the Fair credit act and that the creditor or the person acting for the creditor has the responsibility to do a full investigation and if the error is pointed out and is shown where to investigate that it must be fully investigated to satisfy the person's claim of error.  I made it clear where the error took place and that error caused the final **** to be wrong.  This now becomes the duty of the furnisher to investigate and show proof that the charges are legit and legal charges of the contract agreement. If this cannot or is refused to be done it is a direct violation.  Just because the final **** says that is the amount that is owed does not validate the debt and relieve you of your obligations when the error has been pointed out.  The error is a obvious error and does not fall in agreement or any contract  that was signed.  If there is another contract I'm not aware of I have been asking for a copy to be provided. Same with the equipment charges are null and void without any documentation showing that the items where ever recieved and the policy even states that a signature  must be provided showing the item was recieved.  It shows clearly I wasn't being charged month to month rental fees and I had and used my equipment therefore if a proper investigation was done then these charges would have been removed like ask.  By law and just moral duty If someone shows you proof that the item was wrongfully added and shows you that and you can't provide anything showing that this is true.  It's the same rule that you are in direct violation of as the **** issue not being fully investigated and providing proof that investigation was done and the errors that I'm pointing out are invalide.  If i request for documentation showing that the contract is where the error is and I need a signed contract showing that I was in  contract that shows that I was in one that makes it possible for me to owe this debt you must provide me with this agreement or contract to make it a valid debt.  Once I point out how the debt is not valid you must investigate it to make sure that it's valid and provide copies of the request to show me that it's valid.  It keeps company's from just saying that you owe them and not have to show why.  That is why the fair credit act was imposed to keep exactly what is happening from happening.  So if you decide that you job is only to report what my total **** is without fairly investigating the error that I pointed out to prove that it is impossible for me to recieve any of the charges I recieved in a month to month agreement which almost everyone has been in a month to month agreement knows that it is designed to just pay a monthly amount and it's paid for in a month advance so the services are already paid for and if u don't pay then your cut off and if they can't draw money from your account your cut off but u cannot inquire any new charges. It's made mainly for people with no credit or slow credit to make sure the service provider always gets paid first and if you can't pay u don't get service.  So that in itself should be a red flag  and set off a warning signals something is off.  And that in itself should make it not a valid ****. I pointed it out the charges are wrong.  You can clearly see added charges to my account but u refuse to look into that and fail to just common sense to know that you can charge someone in a prepaid month to month agreement like that and slap it on there **** like that. The equipment charges are the same.  You are refusing to simply providing a signed document or contract which is what I'm telling you is where the error is at and becomes your responsibility to investigate and  provide me with if I request it and it can prove that it is Invalidates the whole thing.  Instead you think your job is to ignore and pretend that just because a **** says it is this amount that it makes it right and you can report it even when requested over and over to please remove that it isn't correct and I sent you the ****s and pointed out where the mistakes are and asked for u to investigate it .  That is totally a direct violation and the only recourse left for me because your forcing me is sue you for this.  When just doing the right thing and moral thing and remove these from my record.  I hope the ***** feels the same way and never makes u apart of there approval list and ratting systems.  So as a final thing before I end this..   you still have a chance before legal action is taken and you lose way more then you will ever gain from me. You have a final chance to do the right thing legally and not only that morally as a company and in the front of other people who will read this and judge you on your actions  to do the right thing.  I'm the one that has been wronged and been through so much c*** to fix it and to even show it in black and white what it was and u can't even give me a little bit of effort to at least look or just use common sense and know that it doesn't add up when dealing with agreements like that.  Instead choose  to get sued and treat it like it means nothing even if I'm right.  U can. Still do the right thing .  So I l leave you with those thoughts as a human being to another human being those charges are wrong and really are not mine and all I ask is for u to take the time and u will see  this and avoid me having to do what I rather not do and sue.  Have a good nite and  thank you Brittany  at the ***** for making this happen and for the excellent customer service job she has done and going out of your way to make sure I had a chance to make my voice heard.  I wish there was a system show some kind of rating on how well you did . If there was one I would give you a 10 star raring on a scale of 5. It's rare it seems like these days when you got people that put in no effort or go out of there way to make sure that you suffer instead of help is all that seems to be growing In this world today..

   

   

   

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

• Initial Complaint

  Date:02/24/2025

  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.

  Wowway has repeatedly ignored my attempt to get a return equipment box so I can send back my EERO devices. I have called them at least 5 times asking for this return label or box. THEY NEVER EVER SENT ANYTHING SO I COULD RETURN THEIR EQUIPMENT. Now they referred me to a collection agency. I wouldn't have their internet service again even if my life depended on internet connections.

  

  Business Response

  Date: 03/03/2025

  I spoke with the customer about his concerns regarding not receiving the shipping box to return his equipment. I ensured one was sent to the correct address and followed up with him to confirm its receipt.
  

  Customer Answer

  Date: 03/03/2025

   
  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:02/24/2025

  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.

  Complaint Summary:On December 23, 2024, we canceled our WOW! Internet service and promptly returned the company-provided modem via ***** (Tracking Number: ************). Despite the modem being delivered to WOW!'s facility, as confirmed by ***** tracking, we have received three letters demanding payment of $212 for "unreturned equipment."Details:Account Holder: ***** *********** (maiden name), now ***** ***** Account Number: ********* Service Cancellation Date: December 23, 2024 Modem Return Date: 1/8/2025 ***** Tracking Number: ************ ***** Delivery Confirmation: 1/10/2025 Despite multiple attempts to resolve this issue through customer service, including a conversation with Supervisor ***** on February 24, 2025, who was dismissive and unhelpful, the erroneous charge remains. This situation has caused undue stress and inconvenience, and we are concerned about potential negative impacts on our credit due to this unfounded claim.Desired Resolution:1. Immediate removal of the $212 charge from our account.2. Written confirmation that our account balance is zero and that no negative reports have been or will be made to credit agencies regarding this matter.3. A formal apology for the mishandling of our account and the distress caused.We trust that the Better Business Bureau can assist in resolving this issue promptly and fairly.Attachments:***** tracking confirmation showing delivery of the modem.Copies of the demand letters received from WOW!Record of communication with WOW! customer service.We appreciate your attention to this matter and look forward to a swift resolution.

  

  Business Response

  Date: 02/26/2025

  The equipment has been removed from this account and the balance is zero. 

• Initial Complaint

  Date:02/24/2025

  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.

  internet bill is supposed to be $73 for 24 months && they are trying to charge $110 && wont adjust the bill ! they are adding all these extra fees that wasnt supposed to be apart of my service && wont take them off !

  

  Business Response

  Date: 03/03/2025

  We are not showing that this is a WOW! customer with the information that has been provided, it appears those are Comcast/Xfinity customer.

• Initial Complaint

  Date:02/15/2025

  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.

  Trying to cancel services and they wont let me. Over an hour online every time I try to cancel the agent hangs up or transfers me to someone new. This company is a scam.

  

  Business Response

  Date: 02/17/2025

  This customer has spoken with one of our agents and the disconnection has been placed on his account.