Complaints

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

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• 

  WideOpenWest Finance, LLC

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

  
• 

  WOW! 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:02/13/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I RECENTLY MOVED SERVICES FROM 1 ADDRESS TO ANOTHER, AFTER I MOVED SERVICES THEY CHARGED MY CREDIT CARD $582.18 THEY CHARGED ME FOR THE EQUIPTMENT WITHOUT ANY NOTICE AND THEY RECIEVED THE EQUIPTMENT, ONCE THEY NOTICED THE EQUIPTMENT WAS RETURNED THEY CREDITED MY ACCOUNT THE MONEY THEY TOOK, I SPOKE TO THEIR RETENTION DEPARTMENT TO A MAN NAME ***** WHOSE EMPLOYEE NUMBER IS ****** AND TOLD HIM DUE TO THIS ERROR FROM WOW I WASNT ABLE TO MAKE MY PAYMENTS FOR MY UTILITY BILLS AND THAT I WOULD BE CHARGED A LATE FEE AS WELL AS INTEREST ON MY CREDIT CARD, THEY STATED THAT ALL THEY CAN DO IS RETURN THE MONEY THAT WAS A CREDIT ON MY ACCOUNT AND EVERYTHING OUTSIDE OF WOW HAS NOTHING TO DO WITH THEM AND THAT IT WOULD TAKE 10 DAYS FOR ME GET THE MONEY BACK, I STATED THAT IM GOING TO INCUR PENALTIES AND INTEREST AND IT ISNT EVEN MY FAULT. HE STATED THAT THERE IS NOTHING THEY CAN DO, I ASKED TO SPEAK TO A SUPERVISOR SAID THEY CANT DO ANYTHING HER NAME IS **** HER ID IS *****

  

  Business Response

  Date: 02/19/2025

  The customer was notified on the December 30, 2024, billing statement that the $582.18 on January 17, 2025. The customer had autopay set up and after the charge occurred the equipment was returned on January 23, 2025, which then resulted in a credit balance hitting the account for the equipment. At this time, we have refunded the $582.18 to the payment method which it was paid from, and that process will take about 7-10 business days to fully show back up on the credit method. We also as a courtesy removed the December balance which was part of the $582.18 charge. When the payment was refunded back the charge came back to the account as owed and has been taken care. The account now has a balance for the January statement only which generated on January 30, 2025. 

• Initial Complaint

  Date:02/11/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We had Wow internet service for a few years. Service would always be interrupted, therefore in October 2024 we cancelled our service with Wow and signed up for *******. A call was made to on January 22nd we placed another call to wow to inquire as to why my account was still being charged for services when this was cancelled in October. We were informed that there was no call for cancellation, and they would investigate as to what happened. Today we received an autopay letter from Wow, which shows the account is still active and money is being withdrawn from my account.We contacted ********************** again today, and they said they only have 1 call on file, and they would only be reimbursing a $30 return when I am owed $256.47 for the past 4 months.

  

  Business Response

  Date: 02/17/2025

  I have reached out to the customer with no return calls at this time.

• Initial Complaint

  Date:02/10/2025

  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 paid my bill, and I'm told I didn't, so I tried doing a partial payment, and can't. I spoke to someone and they refused to listen to anything I said, or even help. I asked for a supervisor and was told to call in my payment

  

  Business Response

  Date: 02/11/2025

  I reached out to the customer about the ******************** complaint and advised the customer that there is no pending or posted payment as of 1/27/25 for $50. The customer stated that she made a payment with a **** card on 2/8/25. I advised her wow would need proof of payment via a statement, or confirmation number, showing wow deducted the amount in question $93.13. She stated she could not provide any kind of proof, and I advised the customer again that she would need to a make payment to keep her account active.

• Initial Complaint

  Date:02/10/2025

  Type:Order 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.

  Cancel services with WOW and they want to charge us $350 to discontinue service! They have increased their rates from $50 per month to now $95 per month without ever notifying us of rate increase We requested for WOW to removed early termination fees or any fees attached There's no longer active contract last signed paper work upload it shows as of 10/15/2012 which no longer is active Need fees removed and account cancel. Thank you

  

  Business Response

  Date: 02/12/2025

  Our business team reached out to the customer regarding her concerns and she advised that the issue has been resolved. 
  

• Initial Complaint

  Date:02/09/2025

  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.

  This company has repeatedly lost records of my payments and attempted to fleece money from me on multiple occassions. I eventually switched to **** and a long time later in 2023 I ended up slapped in the face with a $153 collection notice.This is an extremely dishonest company providing substandard service both for their internet service, their customer service and their own website for handling payments.I've already spoken to Transunion and Experian and to my knowledge these two credit bureau have both removed it with only equifax being a pain to talk to.If you want a company that will respect you, then stay far away from WOW otherwise you will be stuck dealing with them for years after you leave them behind.And on the off chance they see this, no I will not be paying your collection notice. you will not get a dime from me what so ever.

  

  Business Response

  Date: 02/17/2025

  I reached out to the customer regarding his concerns about billing but was unable to leave a voicemail due to the mailbox being full. Upon reviewing the account, I found that the last payment was received in July 2022, and the account was cancelled in October 2022. Therefore, the balance owed is for the period from August to October. If the customer has proof of payment for this time frame, we would be happy to assist further.
  

• Initial Complaint

  Date:02/07/2025

  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.

  Wide Open West **** has a clear history of shady business practices with charges and forcefully pushing billing for times that services were disconnected. With undisclosed convenience fees of $5, reactivation fees of over $20, on top of charging for months bills whilst services were disconnected. Compared to other companies with the same internet speeds being offered, their prices are essentially price gouging to an extreme level. Services charged are almost double what competitors like **** or Xfinity charge for the same speeds. Penalties were also undisclosed after closing of the account, as sending back equipment was agreed upon, but the company never disclosed a penalty may be applied for not returning gear in their ideal timeframe, but threatening to charge after the fact on paper statements more than a month later. With billing, months rate was charged for months with disconnected service while not disclosing this would occur, and then sending paper letters about alleged delinquency and threats of sending to a collection agency without allowing explanation or instructions for disputes.

  

  Business Response

  Date: 02/13/2025

  Our entry rates are in line with our competitors' prices and as discounts roll off that were offered as a new customer option the charge for the services can increase. As far as the equipment goes the equipment always has to be returned to avoid unreturned equipment charges and also to avoid the charges being placed into collections. We send letters to our customers and also several bills notifying them before the charges are turned over to collections. At this time, there is a balance on the customer's account that is valid and would have to be paid to remain active and in good standing. 

• Initial Complaint

  Date:02/06/2025

  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.

  My internet has been in and out mostly out for 4 and half months wow has sent tech after tech here and still same old no service I want it fixed this is just not right and also they have yet to take 1 ***** off my bill

  

  Business Response

  Date: 02/07/2025

  I tried calling the customer several times, but it goes but it goes to voicemail after one ring. We will be happy to setup a service call for the customer, and he can call our customer support team back at any time. 

• Initial Complaint

  Date:01/23/2025

  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.

  In early December 2024 we were having issues with our cable box. WOW sent out a technician by the name of ******** (who was very professional) informed us that WOW cable would be phased out and that ******* TV would take it's place. WOW was offering $57.99/month for 1 year for all new customers. I wrote this price down on the work order he had left us while he was still there as I wanted to be sure of the pricing. We decided to go ahead as this pricing would save a significant amount over our current WOW cable bill. We scheduled service for January 15th, 2025 in the AM. Unfortunately I did not get the name of the tech. My husband was there to handle the set up & I was out of the country due to a family illness. I was connected by phone while they were setting up as the account would be processed through my ****** account. When it came to accept the pricing online I told the tech it was showing the price of $82.99 and said there were no discounts available. We have NEVER had ******* TV, ever. I told the tech we were told by the original tech ******** $57.99/month for 1 year.. He said to go ahead and click on the verification anyway and then call the WOW loyalty department and they would handle it. As I was out of the country my husband followed up with WOW and we were told there was nothing they could do we had to contact ******* TV. My husband contacted ********** and all they could offer us was Day 2-21 = Free, then 6 months at $72.99/month. This is NOT the $57.99/month for 1 year rate we were originally quoted by ********. We have been customers of ********************** for over 25+ years, never switched or changed providers. We have been very loyal customers to ********************** and now we are left in a very bad situation. We want WOW/******* TV to honor the pricing which was originally quoted by ******** in early December 2024 of $57.99/month for ! year.

  

  Business Response

  Date: 01/31/2025

  I have spoken to the customer, and they have already decided to cancel their ********** subscription. I advised the customer that ******* tv uses their own billing tools which wow does not have access to so any billing issue would have had to be handled by ******* tv.

• Initial Complaint

  Date:01/22/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for their internet service for $25/month. This was reached with a $35/month internet charge minus $10 for autopay. When the equipment came and was set up they charged me $45. They did not apply the $10 discount for autopay even though when I signed into my account my credit card was set to autopay and they had sent me a router and extender I never asked for or wanted or was told about during the signup process - so they could then charge me an additional $10/month. It is now my responsibility to spend a few hours on the phone waiting and arguing with their customer service and then driving to a drop off site that is an hour out of the way. I will personally be fine but this seems scammy and targeted at older or confused people who just pay them the extra money without understanding what is happening.

  

  Business Response

  Date: 01/31/2025

  Reached out to the customer multiple times concerning the ******************** complaint there was no answer. I left a detailed voice mail advising the customer that the auto pay credit of $10 per month applies only after enrollment and may take up to one billing cycle from time of auto pay enrollment to appear on their bill also left Executive Response Team contact number ********** and pin **** good until April 1st, 2025, if he had any questions.

• Initial Complaint

  Date:01/20/2025

  Type:Billing 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.

  Having had internet service for several years, mostly a good relationship, but everything changed after hurricane ******. After a week or so most outages had been cleared, however every night service went down and in the AM I had to reboot everything, modem, booster, etc. And often had to go online to reset all or call service ***** After several promises that the issue was fixed, it continued every day. So I had Spectrum installed and discontinued service on 11/15/2024. Then on 11/22/24 my credit card was charged for a full month, which I refuted.Then WoW billed me again for full month, $65.69, plus a $30 late fee. I called and talked to a supervisor and he agreed to cut the due in half, $45.35. I agreed to pay and just asked that he send me a new invoice for that amount. After a week and no invoice, I called the ********************* and asked why no invoice. They said there was no note on my account to cut the bill in half.This is not only terrible service but to lie about a conversation. Now I will agree to pay only the half month I should have been charged, $32.85. I will also advise anyone to NOT deal with this company.

  

  Business Response

  Date: 01/21/2025

  I spoke with the customer about his concerns regarding the credit he was due to receive for the service issues he faced. I have applied a credit to his account to zero out the balance. 
  

  Customer Answer

  Date: 01/23/2025

   
  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,
  
  ***** ****