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-Wide Open West

  3371 Skyway Dr Ste 130 Auburn, AL 36830-6484

  
• 

  WOW-Wide Open West

  6050 Knology Way Columbus, GA 31909-4962

  
• 

  WideOpenWest Finance, LLC

  3714 Wheeler Rd Augusta, GA 30909-1828

• 

  WOW! Internet- Cable- Phone

  10115 Sherrill Blvd Knoxville, TN 37932-3389

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:12/04/2024

  Type:Product 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 service in July 2024. At the time of signing up they offered a $300 gift card provided I have 90 days in the current plan I have. I called in October to customer service stated they would escalate the case to date no answer via email or mail requesting buyers beware. May consider contacting legal assistance for false advertising if the issue is not resolved in 60 days.

  

  Business Response

  Date: 12/05/2024

  I have emailed Gift Card Promotion Support asking for an update and possibly expedite it waiting for a response they were able to expedite it and will have a new gift card mailed out via *** today 12/5/24 spoke with customer and advised him issue is now resolved.

• Initial Complaint

  Date:11/30/2024

  Type:Product 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.

  While moving out of service area, I cancelled my service with the organization. I was informed that since I canceled my service Oct. 15, 2024, I would pay a pro-rated portion of my normal payment which was $60 even. Therefore, my bill should have been less than $60 for my final payment. Following next months' billing I was charged via autopay $124, without the ability to cancel autopay as my account was closed due to end of service (my account online was disabled and unaccessable). I have contacted the customer service 3 separate occasions over three weeks. Originally, I was instructed that no refund could be made due to the closing of my account. I refused to accept that. I was then instructed that I would receive a full refund from billing by November 28th. My bill has not been refunded by any method, nor have I received further information as to when the refund would be processed. I am concerned that the billing is trying to prevent me from receiving the agreed refund, and am now considering escalating the matter to arbitration.

  

  Business Response

  Date: 12/03/2024

  The $124 payment included funds to cover the $60 that was owed to WOW! for services that were provided. The customer is owed a refund of $64 and that is being processed at this time. 

• Initial Complaint

  Date:11/25/2024

  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.

  See PDF
  Click here to Get the File - use the Password: 66057C71
  ************************************************************************

  

  Business Response

  Date: 12/03/2024

  Our business team has contacted the customer regarding her concerns through phone calls, leaving messages, and sending an email. We have not yet received a response.
  

• Initial Complaint

  Date:11/22/2024

  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.

  We had cable TV service from WOW paid for by the apartment building where we live. We also had a landline phone for which we paid $36 monthly. WOW took service away from our building, apparently on 9/16/24 since that is the date they say our account was cancelled. In August I transferred our landline phone number to Community Phone. Therefore we had no service provided by WOW (that we paid for) after September 1. We also returned the modem connected with the service to WOW at that ******* September we received a bill for over $300 from WOW. After I complained, that was adjusted to $216.45. I asked what service period it covered and WOW said it was for September. The bill lists a charge of $235 for the modem, which was returned with all the others from our building.I have called the company twice to try to get the charge dropped and they just say "your account was closed on September 16."It is certainly fraud to charge for service you are not providing. I refuse to pay the bill. I do not want this charge reflected in my credit rating. We did not choose to cancel this account; ********************** withdraw their services from our building.

  

  Business Response

  Date: 11/26/2024

  I have spoken with the customer and made the proper adjustments.

   

  Customer Answer

  Date: 12/10/2024

  I responded by chat 3 days ago. Someone from WOW contacted me the next
  day. When I explained the situation she understood and canceled the
  account immediately. This was after I had made two calls to WOW directly
  and **************** and Billing both told me I owed $214 and there was
  nothing they could do about it. Thank you very much for your assistance.
  I had never thought of contacting BBB about a problem before.
  
  ******* *******

• Initial Complaint

  Date:11/19/2024

  Type:Product 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.

  When I tried to close my account, **********************! insisted it remain active until the billing cycle ended, charging an extra $51 despite my new service already being connected. WOW! relented only after significant pushback.****** from WOWs ************************ claimed I had to return Eero hardware, initially denying it was provided free as part of a promotional package. WOW! could not produce documentation proving this. ****** later admitted the equipment was free but claimed it required return, again without documentation.When I escalated, ***, a supervisor, refused to speak directly with me, provide her last name, or share her employee ID. She instead directed an internal email to request a callback, with no timeline or further details.WOW! threatened to charge $450 for non-returned equipmentfar more than buying new equipment of the same brandwhile failing to justify this policy.I ask the BBB to assist in ensuring WOW! provides proper documentation or waives the equipment return and fees, refunds additional charges, and improves customer service accountability.

  

  Business Response

  Date: 11/26/2024

  I have contacted the customer and left voicemails. The account has been scheduled for disconnection, and a refund will be issued to the email address we have on file within 4 to 6 weeks. If the customer has any immediate questions regarding their refund, they can reach out to our ************* Department.

   

   

   

• Initial Complaint

  Date:11/13/2024

  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.

  I received an updated credit report with a derogatory **** from an unpaid balance with WOW! I have never received ANY information showing that I owed ANY money. I closed my account and moved out of state and paid all balances. If I do owe money I will gladly pay the balance but I want this removed from my credit since I did not get notified and opportunity to take action. I want written proof that this will be removed from my credit history upon paying the $66 balance in full directly to WOW!

  

  Business Response

  Date: 11/14/2024

  At this time, our business customer care team is working on this ticket. 

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22551644
  
  I am rejecting this response because:
  
  I understand you are working on it but this should not be closed until this issue is resolved. I would like written proof of removal of this from my credit report prior to approving and closing out this claim

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

  

  Business Response

  Date: 11/25/2024

  I reached to the customer about his concerns advise customer of charges are correct offered to removed return fee customer will be making arrangements to settle account

  Customer Answer

  Date: 11/27/2024

   
  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

  Date:11/13/2024

  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.

  Hurricane ****** hit the state of ******* on 10/24/2024, most of the city got affected by it and lots of services like power, water and internet had problems. WOW! For the first few days after the hurricane was sending daily updates about their work and the expected date clients should be getting their services back. Its been 3 weeks since I have had an update and I have been calling WOW! daily and the only answer they have is we are working around the clock to restore your service. I work from home and I have tenants, so not having internet is financially affecting me, I am trying to be patient and reasonable because I do understand that the hurricane damaged a lot of service lines across the city. But the lack of respect with the clients and the fact that they are keeping clients in the dark in regards of expected dates of restoration makes me think they are just stalling and not trying to solve the problem at all, while making sure they do not lose the client.

  

  Business Response

  Date: 11/21/2024

  On September 27th, 2024, ******* and the surrounding areas?serviced by WOW!  experienced a catastrophic weather event that left the community without service due to?the severity of the?damage. WOW! has actively worked with other utilities to restore service as quickly as possible while proactively crediting the customers accounts weekly for the time out of service. We understand that this has been an inconvenience. At this time, the customer has been scheduled to have a technician go out to restore services on November 22nd. 
  

• Initial Complaint

  Date:11/07/2024

  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.

  I decided to bundle my ********** with Wow internet as it seemed easier to have one bill in September. On 9/7/24 we purchased the *** Sunday Ticket as an add-on for $329. This add-on gets cancelled if ********** is cancelled. I received texts from Wow beginning 10/30/24 notifying me that an automatic payment of $3.06 (which makes no sense) was unable to be made. I contacted them via chat on 11/1 after going to their website, seeing that I had just made a payment on 10/22 and the website was showing a $0 balance. I have screenshots of all of this. The person I spoke to on chat verified I had a $0 balance and no money was due. On 11/6 my ********** was shut off by wow. I chatted and called a number of times and finally it was turned back on through an activation link. I noticed that the *** Sunday Ticket was no longer on my service. When I clicked on it, it advised that I needed to pay $209. I was told it wasnt continued because of non-payment and because it hadn't been paid for since 9/7, however this is a one time charge for the *** season. I explained this to many many people at Wow who continue to tell me they can't do anything nor refund me and that I need to pay the fee to get it again. I contacted ******* tv who told me Wow would need to refund me the cost and then I could reactivate the add-on. Wow is refusing to reactivate the add-on or refund me the amount that would be due now. I am not even asking for the full refund amount, just the amount needed to reorder it today for the remaining season. This was an error on Wow's part as my screenshots show I was up to date on payments and their employee verified this. Their website verifies this with all my payments showing. I don't think it is right that they will not refund me for their error. I have never had a $3.06 charge regarding tv.The screenshots show the time of day the message was written, I can provide additional data showing the dates if needed, though the dates mentioned in the shots show a time line.

  

  Business Response

  Date: 11/15/2024

  I spoke with the customer about the issues she is facing with the *** ticket. We are currently investigating the problem and will follow up with a resolution.

  Customer Answer

  Date: 11/16/2024

   
  Complaint: 22528640
  
  I am rejecting this response because: while I did speak with a Wow representative, the issue is not yet resolved. Will accept when a reasonable resolution is made. I have since found out that the *** Sunday Ticket is non-cancelable, which means to me that if I paid for it for the season, it should be mine to access for the season. Also would like to add how a supervisor (not the person I most recently spoke with, she was kind) yelled at me when I got upset that Wow was doing nothing other than telling me they would do nothing and I was out a couple hundred dollars for their error. I have been a current customer for over 8 years and have been in the past for many years as well, I have never been treated so horribly by a customer service department.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 11/27/2024

  This issue has been escalated, and we are actively working with ******* TV to find a resolution for the customer. We will also address the situation with the supervisor involved in the customer's negative experience

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22528640
  
  I am rejecting this response because:

  This was escalated back in the first week of November. When I escalate something at my employer, we get back to the person within ***** hours with a resolution. I work in insurance, which is a little more complicated/pricy than internet and cable. And it's usually over much more than $300.
  
  Sincerely,
  
  ******* *******

  

  Business Response

  Date: 12/06/2024

  I spoke with the customer and informed her that we are still investigating why her *** Sunday Ticket subscription was lost. In the meantime, we have applied a credit to her WOW! account as reimbursement for the purchase. 
  

  Customer Answer

  Date: 12/10/2024

   
  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

  Date:11/07/2024

  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.

  The latest incident ( of years of problems) happened on September 24th. My bank account was debited twice on that date for Wowway's October'payment of $30 totalling $60. I called their customer service and was told it could take up to a month for them to send a refund for what was clearly their error. I told them I needed my money returned right away, or I was in danger of being overdrawn in my bank account. They stated that that was their policy, and I would have to just wait. I called my bank and asked to have the duplicate payment reversed, which they did. Wowway added a declined payment fee to my account, (which I only discovered on October 23rd,) and told me I couldn't use auto-pay for 45 days as punishment for the reversed payment. I used Wowway's customer chat feature to talk to a *** who was surly and rude, and whose English was hard to understand. He refused to remove the declined payment fee. I immediately phoned their customer service and a nice *** named ***** removed the reversal fine and told me my balance was only $16.84, which she processed immediately., leaving me with a zero balance. Today I looked at my upcoming bill and found another $60 fee had been added to my account for two declined bank payments. I went to my bank and my banker called Wowway to tell them that the bank had not declined any payments to them. I discovered later that when I reversed the overpayment, Wowway suspended my use of auto-pay without notifying me, but then attempted twice to use it anyway, and charged me $60 ($30 twice) because my auto-pay was not working because they suspended it. Wowway offered to remove one declined payment fee, and a $10 late fee, and told me I could no longer use auto-pay, or pay by phone, and that all future payments would have to be mailed to them. All of this ccurred because of their initial error of debiting my bank account twice.. I am ************ and live on SS. Woway is the only company that provides internet to my address.

  

  Business Response

  Date: 11/21/2024

  The customer account issue has already been addressed, and she was informed that it will take up to ******************************************************************** check due to the error made when she input her checking account number into the **** We have waived the return check fees, and late fees for the account and educated her on how to review her bill properly on the website.  She will have to continue to mail in her payments until the matter is resolved. In the meantime, the account stands at a credit balance due to the credits that have been applied to her account as a courtesy.

• Initial Complaint

  Date:11/07/2024

  Type:Service or Repair 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.

  WOW sent a technician out to my residence to address a service issue. The technician called and was rather hostile in his conversation with me. He had indicated that he was driving in from ******* and proceeded that I was in the wrong from what he seen on his notes. He arrived at my place an hour and 20 minutes later. Upon his arrival I went out to greet him as I was not sure if he was waiting for my dogs to come in or not. I proceeded to his drivers side door, and he shouted at me that his window would not roll down, so I then went to the other side of his van. He rolled his window down a little and proceeded to get aggressive with me. Telling me that I am on his time now and I am wasting it as I did not have my dogs inside when he arrived. He stated that I was informed of his arrival time and that everything he needed to do was at my pole. Again, he was hostile in his tone. He further got belligerent with me, and I commented that he is taking a hostile tone with me and that set him off even further I then asked for his information as well as his supervisors information. His answer was showing me his blank phone and a finger. At that time, I requested the information once again, at that time he threatened me with physical violence. "If I do not back away from his vehicle, he will run my feet and me over" I told him to do so will just increase this interaction. At that time, he proceeded to place his vehicle in reverse, and I backed away and proceeded to contact the ****************** and WOW.

  

  Business Response

  Date: 11/13/2024

  We have addressed the customer issue by calling and speaking, and having a Lead Technician verify with the customer to confirm that everything is working properly. We have also internally addressed the customer's concerns with the technician. We are closing this matter in agreement with the customer being satisfied.

  Customer Answer

  Date: 11/13/2024

   
  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,
  
  ** ********