Cox Communications, Inc.

Cox had the opportunity to speak with Ms. [redacted] in receipt of this complaint and believes that she is satisfied with our efforts to address and resolve the matter. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the concern.

Initial Business Response /* (1000, 8, 2014/10/20) */
We sincerely apologize for this issue. We attempted to reach Mr. [redacted] but have not yet had the opportunity to speak with him. We will continue to try to reach him on this concern. He may also reach out to the contact provided to him...

via voicemail. Thank you.

Initial Business Response /* (1000, 5, 2014/11/03) */
We want to thank Mr. [redacted] for taking the time to file his concern. In receipt of this Revdex.com concern we attempted to reach Mr. [redacted] but have not had to opportunity to speak with him. Our records indicate he spoke with a representative...

on 10/31 in regards to this matter and it was verified at that time that on 10/30, $59.93 was reversed on his credit card. He had a remaining credit balance on his account that was issued as a refund check. If Mr. [redacted] has any further questions or concerns, he may reach the contact provided on this form and we'll be happy to speak with him. Thank you.

Complaint: [redacted]
I am rejecting this response because:  I have spoken with James at COX Communications about this issue. There is NO resolution as of yet, nor does it look like there will be any resolution through James. He, representing COX is not taking responsibility for the problem. HE states that it is MY machine, and the problem is on MY end. This is completely false, and upsetting!  I'm not sure who "we" is that thinks that I am satisfied with NOT having my service but they are mistaken. 
 
I would actually like to request someone other than James to handle the issue from here on out. Someone that is going to look at the data, see the problem (which is current and well documented) and then to offer a solution. 
 
Thank you
Sincerely,
[redacted]

Cox made attempts to reach [redacted] in receipt of this complaint; however, we did not have the opportunity to speak with her. Should she wish to discuss this matter...

further, she can reach a Cox representative by calling the number we provided on her voicemail.

We would like to thank the customer for contacting our company via the Revdex.com regarding his telephone billing concerns.  While we are sorry to learn that the customer was unable to address this issue with our company prior to reaching out to the Bureau, we are happy for the...

opportunity to address this matter.  As a courtesy to a valued customer we have waived all long distance charges applied to the customer’s account thus far and the pending long distance charges.  We must note that should the customer choose to continue to use long distance from this point forward he will be billed at the standard per minute rate of $0.18.  To make changes or to enroll in a Cox long distance plan the customer may contact us anytime at ###-###-####.  Thank you for your time and consideration.  Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

November 3, 2014
Complaint ID # [redacted]
We are sorry to hear of the customer’s concerns regarding his cable service.  We want to provide an outstanding video experience and regret that the customer did not receive such.
On October 20th the customer’s account was credited...

for the $60.00 service call fee.  One month’s credit has been applied to the customer’s account for the cable portion of their services and will be reflected on their next month’s bill.
We thank the [redacted] and the customer for their time and consideration. 
Respectfully,
[redacted].
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Initial Business Response /* (1000, 8, 2014/11/07) */
We sincerely apologize for any inconvenience. Cox reversed $967.12 to Mr. [redacted]'s bank account on 10/30/14. We had the opportunity to speak with Mr. [redacted] upon receipt of this concern and discussed our action for recourse.

Initial Business Response /* (1000, 5, 2014/07/28) */
We have received Ms. [redacted] concern and have attempted to reach her by way of phone in response, however have not had the opportunity to speak with her on this matter.
The account assumption process, in which we transfer the phone...

number and/or equipment from one subscriber to another does require consent from the original account holder who is releasing the services. This can be obtained in person or over the phone.
When Mr. [redacted] visited the retail store to request this change, we would have contacted [redacted] to obtain her consent by way of phone.
We have submitted the feedback and concern presented to the manager of representative within the retail site where the order was processed to address any items for feedback or coaching.
We have provided a direct line for contact should Ms. [redacted] have any further questions or concerns and sincerely apologize for any inconvenience.
Initial Consumer Rebuttal /* (3000, 7, 2014/07/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do NOT except Cox's response and this is why, this is a serious matter pertaining to my privacy that was clearly violated. I have been waiting on a call from Corporate in response to my complaint that I filed. It has now been two weeks and they have yet to call me in regards to this issue. I was told twice on July 17th they would be calling me that day. Instead, a week later they had the young girl that made the error call Mr [redacted] and apologize. On Friday the 25th, [redacted] from Cox called and left a message that she was calling because of my complaint to the Revdex.com. They haven't called me to apologize or to fix the problem at hand, they've only called because of my complaint to the Revdex.com. They are clearly a buisness that does NOT care
about their customers. They are just simply trying to cover their butts so they don't have a complaint out there against them.
Final Business Response /* (4000, 9, 2014/07/31) */

A member of our Corporate Customer Relations team originally received this concern. The information was then sent to the Account Manager over the representative who processed the account change, for review and customer contact.
On 7/17, the account manage, [redacted] made three attempts to contact [redacted], with no opportunity to speak with her at that time.
On 7/23, Cox received the concern through the Revdex.com. At this time, I personally made attempts to reach Ms. [redacted] on [redacted].
On 7/24, I spoke with a female who answered the line, leaving my contact information where Ms. [redacted] could reach me to discuss this matter. Again on 7/25 I made an attempt to reach her. With no answer I left a voicemail with same contact information, asking she return my call.
We sincerely apologize and certainly want to address the concerns, however have not had any success in getting through to Ms. [redacted] on our several attempts to do so.

Initial Business Response /* (1000, 5, 2014/09/26) */
We apologize for the inconvenience and want to address this concern, however have not had the opportunity to reach Ms. [redacted] by phone. Please contact us at[redacted] at your convenience to discuss.

Initial Business Response /* (1000, 5, 2014/08/26) */
Contact Name and Title: [redacted], Exec Cust Res Sp
Contact Phone: [redacted]
We have received the concern and sincerely apologize for any inconvenience. We have not had the opportunity to speak with Ms. [redacted] through phone or e-mail....

We want to resolve this matter as quickly as possible. Please contact [redacted] at [redacted] for direct assistance.

We want to thank Ms. [redacted] for taking the time to file her concern.  Our records indicate the reported service concerns were resolved with an appointment with a technician.  Additionally we attempted to reach them by telephone on this matter but have not had the opportunity to speak with...

them.  They were provided a direct point of contact should they have any further questions or concerns.  Thank you.

Cox made attempts to reach Ms. [redacted] in receipt of this complaint however did not have the opportunity to speak with her. Should she wish to speak further on this matter, she may reach a resolution specialist by calling [redacted] and a member of our staff will be glad to assist.

We apologize for the difficulty the customer has experienced with her account billing.  We have reviewed her concerns and show that the representative the customer was working with has thus far honored the agreement made to reduce the customer's monthly rate to $149.11 a month through to...

January.  The customer's account was adjusted on October 8th; 3 days after her most recent statement printed and is the reason the customer received a balance showing a payment due over this amount.  She may remit payment for $149.11 for her October bill.
We have reached out to the customer to inform her that we will continue to honor this agreement for pricing at $149.11 through her January billing. 
Thank you for your time and consideration.
Respectfully,
[redacted].
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Initial Business Response /* (1000, 5, 2014/10/06) */
We want to thank Mr.[redacted] for taking the time to file his concern. We attempted to reach Mr. [redacted] by telephone and email but have not had the opportunity to speak with him. We would be happy to schedule a service call to investigate...

the service issue. He may reach the contact provided to him via email or he may reach tech support 24/7 at[redacted] for assistance with scheduling this. Thank you.

Complaint: [redacted]
I am rejecting this response because:
First of all the 2015 cable was shut off. We left cox for a period of time. We then contacted them for new service again. They're not not even speaking about the service we recently had put in. This is insane. They can't even keep track of when we stopped service with them. I'm not paying a dime. Cox needs to realize their mistake but first figure out we aren't even talking about our previous time we used cox. We are talking about Cox in 2016. Wow! I don't need their statements because the $50 whatever isn't being paid. They can't keep track of ANYTHING. NO FURTHER CONTACT. I will write reviews like every other former cox user warning against them and their inability to not rectify or apologize for their awful customer service reps but also bad management. Send those chat logs though. ATT sent me all of mine and have been amazing since we went from cox to them. Bills were as we were told and we didn't experience harassment and threats like Cox. We were with them for 9 years and this is how it's been since we canceled and went back. Non stop harassment. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
While the issue has finally been resolved thanks to a senior tech who knew what he was doing. I still paid for 18months of 100mpb internet and received less than half of that. While I have received some small credits. I would like to at least receive three more months of credit on the account. That is less than one third of the money paid out without getting the product. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2015/04/10) */
Cox had the opportunity to speak with Mr. [redacted] in receipt of his concern. We sincerely apologize for the inconvenience.
Initial Consumer Rebuttal /* (3000, 10, 2015/04/13) */
(The consumer indicated he/she DID NOT accept the...

response from the business.)
This situation has been resolved but I did not accept Cox's response because that would have indicated that I was satisfied with the resolution. Due to Cox's mishandling of the line transfer, I was going to have to pay [redacted] to reconnect my old lines and cancel service with them again in order to give Cox a second (actually third or fourth) chance to get it right. I wasn't willing to do that. I told Cox to forget about the fax line, lost the fax number I have had for 18 years and signed up with an online fax service.
Final Business Response /* (4000, 12, 2015/04/21) */
Cox recognizes our errors in the port process that posed delay the transfer and sincerely apologizes for any inconvenience. In an effort to assist, a resolution specialist spoke with Mr. [redacted] to provide complete instructions on what was required to complete a successful port in from AT&T and was committed to support Mr. [redacted] throughout the process in order to ensure resolution was met on the port in request. While Cox understood that Mr. [redacted] was not satisfied with the port experience, Cox does feel to have provided a strong attempt to resolve the matter that was reported through the Revdex.com and offers great regret for the issue.

[redacted] Case #[redacted] We are sorry to hear our customer had issues with our services and billing. We have attempted to make direct contact with the customer by telephone and email. Once we have made contact with the customer, we will present an explanation of the account and provide a billing...

breakdown. If there are any errors or charges that need to be corrected, we will address them with the customer to come to a satisfactory conclusion.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding her billing and customer service experience. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.I contacted the customer on 9/25/14...

and we discussed her situation and came to a resolution. During our discussion we came to an agreement regarding a refund of $117.38 that will be issued to her account. This refund has been applied to her current bill. We also discussed the feedback for our representatives and did provide the customer with a formal apology regarding the situation. Due to privacy concerns, we do not share information regarding our representatives and any action taken.  It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####.Thank You[redacted]Executive ResolutionsCox Communications