First, in the interest of full disclosure, I will note that the internet service itself has not been an issue. It has been solid.

This is for WOW corporate and not specifically this location. I started my internet on 5/29/21. There was a promotion at the time for a $250 gift card when you sign up for their gig speed internet. You are supposed to receive this after 90 days of service.

10/04/21 - At the beginning of October, I realized that I hadn't received the gift card so I called and spoke with Randy in retention who said that he didn't know what had happened but would process the current offer for me which was $300 instead of $250 but I would have to wait another 90 days.

01/20/22 More than 90 days later, still nothing. I called again and spoke with Trichelle (Richelle?) who said that I would receive it by email in 2-3 days.

01/25/22 Still nothing. I spoke with Charlie who said that they would process it but it would take another 90 days. I said no. I have already waited 90 days twice and I was fairly confident that I would not receive it after another (3rd) 90 day period. She said that they were escalating but she hasn't seen the form yet for the gift card. I was then told that the form was being reviewed the the 'back office'.

** quick note. I was told by nearly everyone on these calls to check my spam folder which suggests that they believed that it had been sent. If they believed that it had been sent, why can't they process this request rather than get approval?**

01/26/22 Spoke with Hannah. I was told that they had submitted an escalation and that it would take another 4-6 weeks. Again, I said no for the same reasons stated previously - probably not going to get it anyway.

Hannah escalated it to Mario who said that he would see if they could apply the amount (only $200) to my account instead of getting a gift card for the $250. I was not happy about it being offered as a credit to my account but would accept it if they would do it for the $250 as was promised when I signed up - not $200 and not the $300 I was told in October. I just want what was promised when I signed up. I was not going to settle for less after everything that I had been going through.

Mario said that he would call me back in 2 hours. He did in about 3 but I was unavailable to answer the call. So I called back a short time later and spoke with Edward who told me that Mario would call me within 24 hours.

01/28/22 No word from Mario (or anyone). I called and got Mario again who said that the most they would be able to apply to my account was $100 - not $200, not $300, and not the $250 as per the original agreement. Of course, I went ballistic and regaled Mario with all of the history and hoops that I had to go through up to this point and that they would certainly lose me as a customer as well as my brother who I was referring to WOW pending the outcome of this fiasco - not to mention anyone else I can scare off of WOW based upon my experience and this review.

Mario put me on hold again to talk to those above him (again). He came back and offered me a $200 credit on my bill (again, not $250). At his point I said, give me the $200 credit on my bill and I will be leaving WOW as soon as I am able to secure another provider. This way I have three months of paid service to locate the ideal option. Though, I will drop them as soon as I find the right deal for my family.

I came to WOW because of the horrendous service provided by Comcast only to experience the same awful service with WOW. I tried to give the 'little guy' a chance. I have had them in the past. They used to be known for their customer service. That was always the advantage they had over Comcast. Sadly, not any more.
I am attaching all of my notes from this case. I have been keeping these since my call in October. This is something I learned in so many years of dealing with Comcast.

Calls: 7
Total time spent on phone calls: 3 hours 12 minutes
Returned phone calls from WOW: 1
Current offer from WO to sign up for gig speed internet: $250
Losing a customer over $50: The WOW Way

I am a Comcast customer and came home to finish work at home on Friday afternoon only to discover someone had wow put on my home. They gave me the name of Tony W who used my address, but not my phone number.The person before Patrick called Tony White and my phone didn't ring even though Patrick said he used my phone number which the person before and yesterday said it was a different number. Wow will not come and take it off. I have spent 4 1/2 hours on the phone over 2 days and they say it's up to Comcast, to fix it, but why should Comcast fix wows mistake? And when I talked with Patrick who wouldn't give his last name and it took him a bit to give his employee number N7525 from the loyalty department he just said call Comcast. When I asked who he reports to he told me that is confidential, but I guess anyone can call wow and they will put their cable going into your home. It's to bad I have no rights and that I have missed out on doing my job at home over the weekend. I guess they also don't have a complaint department to make a complaint to. I WILL NEVER RECOMMEND OR GET WOW SERVICE EVER. HAD TO WAIT AN HOUR ON HOLD UNTIL SOMEONE EVEN ANSWERED. POOR CUSTOMER SERVICE. DO NOT USE WOW! I would think that someone would reach out to me about this but they couldn't even call me back like they told me. So I hope in the next day or two someone will reach out to me.

It's funny I have to agree not to write a false review because it's against the law but they can take off my Comcast cable install wow and leave their flags all over the backyard and just say call Comcasr, it's to bad that isn't against the law putting it on a home that didn't sign up for it. Let's see if someone contacts me. I am going to call to see if anything can be done legally.

Background:
On 08/23/21 I called Wow and told them I was terminating my services due to selling our home. I told them that I wanted the services terminated on 08/26/21. This is when the home was actually sold. The guy on the phone from Wow said that I owed nothing since I was cancelling the service on 08/26/21. He said that their billing cycle started again on the 26th. Since I was terminating the service on the 26th he said my balance was zero. Then I asked him how I return the cable modem, which was the last piece of equipment I had of theirs. He said he could send me a return mail box to send the modem back. I asked how long it would take to get the box. He said about 2 weeks. I told him this would not work because we were leaving IL for good within a week. He said he could give me the address of the distribution center so I could ship the modem back. He said that I would have to pay for the shipping. I said that this was acceptable. I shipped the cable modem back and received a confirmation of receipt from Wow on 08/30/21. So, I thought all was good and I was done.
Forward to 10/15/21:
So, we were now in AZ and had setup a P. O. Box so we could receive mail. I had setup this as a forwarding address for all the mail that was still being sent to our home that we sold. On 08/15/21 we went to the Post Office here in AZ and picked up our mail. In our mail was a bill from Wow for September and October. There was also a letter threatening to mess with our credit if we did not pay the bill. Needless to say I went ballistic. I immediately called the number on the letter. I was on hold as usual for about 50 minutes when a message played telling me that the office was closed and leave a detailed message. So, I did this.
The next business day, which was 10/18/21 I was expecting a call from Wow. Well as you would expect they did not call me. So, I called them. I waited on hold for about 15 min when I got through to someone. I explained the situation and she said that she would have to connect me to the department where they terminate services.
The person answered and said her name was Rebecca. I told her the whole story and she verified that I had returned the equipment and that there was not activity on the account since 08/26/21. She said she would straighten everything out. So, I waited and she said that the account was closed and that I owed nothing. I said this is what the guy said back on 08/23/21. I asked for an email stating this. She said she could not send one. I guess Wow's stance is no accountability at all.
Final Comments:
My advice is that you not ever deal with Wow for any kind of services at all. They have become the worst provider out there. Their hold times for customer support are usually somewhere between 30-60 minutes. Most of the time, you end up waiting closer to an hour. Then you usually have to deal with someone you can't even understand. They really are terrible.
Forward to 10/27/21:
I just received another bill from Wow for $33.60. I guess I am not done with them yet. I called and spoke to someone named Rei. At least that is all I could understand. Told her I received another bill and already called in to verify I do not owe anything and that I terminated services back on 8/26. I was told then that I owed nothing. Then when I called in on 10/18/21 and told all this to that person, she said she would straighten it all out. She said I owed nothing. Now, Rei said I owe nothing as well. She also said the last amount on my bill was -$80. So, I asked how did they pay this since I did not receive anything. She did not know and put me on hold. She never did get an answer on her end. She said over and over that I do not owe anything.

I have had WOW since January, 2007. In 2015 they billed me twice each month from August, 2015 through January, 2016 through my debit card and one to my checking account... which was an unknown account. I called and emailed a number of times with no explanation and told to take it to my bank. After numerous months, I had to cancel by debit card and checking account and WOW was still trying to take money out for the "fake" account. Then, my email was cut off in December, 2015. I have had it. I called to cancel on July 11,2016 and because of the two phone calls that I made over 20 minutes long I did not speak to a representative to cancel my service and have been billed ever since. Previously they would call to say that the payment was late (because I had to change my banking information). I was sent bills but ignored them because I was so fed up but it was my mistake because I am now being taken to collections. I chose to ignore the bills because I felt this whole ordeal was unorganized and ridiculous. Why am I rehashing the billing issue, because the money went somewhere and I had to fix the problem without wowways' help. I did not take the money out of my own account and use it for... That is why this whole situation is frustrating. So many mistakes on your end as well as my end without any resolve or answers. THE RESPONSE WAS: "If you are referring to the billing issue that was resolved in May, I am showing that credits totaling $147.20 were issued to close that matter. I am not certain what rehashing that matter will resolve now. You did not cancel your account. You called twice on 7/11/16 and by your own admission hung up while on hold, before our representative could answer the phone. That does not constitute a request to cancel service, regardless of how long you were on hold that day. When you continued to receive billing statements from us, you could have called at that time to clear up this matter. Instead, you chose to ignore the statements and notices and let your account be disconnected for non-payment, only contacting us when you received a collections notice." " I understand that you were frustrated, however, that does not exempt you from the responsibility of notifying us if you wanted to close the account and stop the billing. Unfortunately, ignoring the account does not make it go away." Respectfully, Leslie - C6463 Auntie, K-Pop Fan, Trekkie Executive Response Team WOW! Internet, Cable and Phone HOW IS THAT FOR LONG TIME CUSTOMERS OR THEREFORE CUSTOMER SERVICE. WOW IS A HORRIBLE COMPANY TO DEAL WITH EVEN AFTER 9 YEARS.