Cox Communications, Inc.

November 7, 2014

[redacted] complaint # [redacted]

We understand the customer’s frustration with the slow speeds that he experienced this week with our Internet service. Due to the occurrence this week in Arizona with our data service, many customers experienced lag time with their Internet service over the past four days.  We received confirmation from our Network Team yesterday that the service and speed was restored to normal.  Because of the substandard service that the customer experienced, we have applied a credit to the customer’s account. The customer may contact our Customer Service Department to verify the amount of credit applied.  We can be reached by phone at ###-###-####, or on line at [redacted].   

Our residential Internet service is a best effort recreational product, and while the situation that occurred is highly irregular, we do understand the frustration that the slow service caused to our subscribers. We apologize again for the inconvenience that the customer experienced.  Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

[redacted]:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

This company may be the most fraudulent, or inept, company of all time. I have now wasted hours of my life contacting multiple representatives at the number this "Sr. Accounts" guy provided in his response, and I speak to multiple people who tell me they have no notes from our account, have no idea what is going on, and have no idea how to help us. In addition, the company has lodged numerous fees to our account, including an early termination fee of $220.00. They simply applied a credit to take care of these fraudulent charges, and are now billing us at a rate in breach of the contract. This will be my last step before filing a lawsuit against this company.

In addition, my phone call tonight to two separate escalation managers resulted in no help, and they informed me that they could not provide any accounting of the money. We are still being billed at the amount in breach of our contract, and our cable and internet go out. This is literally insane. This company cannot receive positive reviews from the [redacted] for what it is doing to consumers. I cannot get anyone in this company to explain my bill to me or how they are performing in compliance with the contract we agreed. Please, please downgrade this company as far as possible so that other consumers are warned. 

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  They have resolved the billing issue and credited my account accurately, so I will consider this complaint resolved.

Regards,

Revdex.com Case # [redacted]
 

size="3"> We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.
 
We have contacted the customer directly to address their concerns and provide a successful resolution. 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.
 
We appreciate the opportunity that the Revdex.com has given to us to assist our customer. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

On Monday 9/29/14, I had called COX to transfer by services from one address to another due to moving. I asked them to terminate services at our old address and they did. I also asked them to turn on services (cable and internet) at our new home. I was informed that on Tuesday 9/30/14 from 8AM to 6PM my services would be turned on. I asked for a smaller time window and they said that is the best they can do. She asked if I needed professional install and I said my equipment is already set up the same as my last house. She said in that case the tech will just go to the address and turn the service on. Within the hour, I got emails from COX and one of them was for a professional service order on Tuesday 9/30/14 between 1-3PM. I called COX back and spoke to a different rep. I explained the situation and they said they are not sure why I got that email and apologized. They said the tech will turn on service between 8AM and 6PM on 9/30/14.

On Tuesday 9/30/14, I received a call from the tech (their phone number is [redacted]). The tech said services are being turned on and he will call me back once completed. About two hours later I did not get a call and I called the tech. He said everything is turned on and running. I got home around 630PM and the cable and internet did not work (the same thing occurred about a year ago when I move to my last address too). I called COX and spoke to another rep. I explained the whole situation (phone call last about 40 minutes). During the call the rep said he can see in system that my house has never received COX cable and internet was with another provider. He said in that case a tech needs to actually look at the wiring of the dish and cox cable. Long story short I asked why the original rep did not ask those questions or look it up like you did. He said he is not sure why and apologized. He said he would submit a same day escalation service ticket. I asked if it can be done by 10AM on 10/1/14. He said between 8AM and 10AM I would receive a call or when they were coming. I asked if it will be completed on 10/1 and he said yes.

On 10/1/14, I called COX to confirm appointment (I don’t trust them so I called). The rep said she sees appointment set for 10/3/14. I was outraged and again explained the entire situation. It was never mentioned to me about 10/3/14. I spoke with a manager and had to again explain the whole situation. The call last about 30 minutes with the manager. Long story short the manager said the rep from last night who told me it would be fixed today was incorrect and should have told me 10/3/14. I was very upset and asked several time to please get a tech out to fix the problem due to their employee lying. The manager offered an adjustment on service from 9/30/14 to 10/3/14 which is no adjustment at all because I have no service. He said that is all he can do. He contacted the escalation department and said 10/3/14 is the only guarantee. He said between now and then if a tech has spare time then they will come fix the issue. I said your employee and company lied and mistreated me and you can’t do anything. The manager said all he can do is have someone talk to the employee and promise 10/3/14 for service. He said he would call me as soon as he heard something. During the back and forth conversation after not receiving any help and not being offered anything, I did say “[redacted]” once. He asked not to curse and I did not anymore. I just wanted help and to be treated with respect as a customer. I am very strongly considering switching providers due to all of this. COX has great products but has always had horrible customer service. I urge him to pull all the calls and listen to them. I also urge COX to pull the calls and see how I was treated and how nothing was really offered to me due to their error. My wife works from home and has lost work and vacation time. I have also lost some work time as well. I just want to be treated right and be able to trust a company (never with COX). I only ever wanted my services (cable and internet) transferred and turned on at my new home.

Rep employee i.d. number from 9/29/14 night is [redacted]. Manager employee i.d. from 10/1/14 is [redacted].

Re: Cox Communication Former Accounts # [redacted] and [redacted]

 

Dear Mr. [redacted]:

 

This letter is in response to your [redacted] complaint number [redacted] 

 

regarding to write-off balances you paid in August of 2013. We regret that you feel that 

 

your concerns have not been satisfactorily addressed and you believe these debts were 

 

not owed. 

 

Included are the account ledgers for the accounts in question. As stated in our response 

 

to your [redacted] complaint, 

 

Mr. [redacted], a thorough investigation and account reconciliation has been performed 

 

regarding this matter and our records indicate that these were valid charges for services 

 

rendered. We also reflect that statements were mailed in addition to letters of collection. 

 

If you have further concerns you may contact our Collections department directly at [redacted]

 

[redacted].

We are sorry to hear our customer was negatively impacted by billing issues.  We have reviewed the calls and the account. We contacted the customer directly and went over the billing concerns. We were able to come to a successful resolution. The customer is aware of the monthly recurring...

charges and current balance due. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

June 17, 2016  Revdex.com complaint # [redacted]—Tamas * V[redacted]   We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill.  Due to the concerns that the client...

brought to your attention, we contacted him directly to discuss the details.    At this moment we have resolved the customers billing concern in a satisfactory manner.  The client has our contact information should he wish to contact us directly.   As always, we thank the Revdex.com for the opportunity to assist our customer.   Luis/Cox Communications Executive Offices/ Arizona [redacted]

Absolutely horrible service. After charging me for 1 year of cable that I was not aware of due to the billing format of their paper mailers, I was faced with monthly fees for services that I was not using at all.
Upon trying to cancel, they transferred my customer service call from Billing to another dept. then back again, and forth and again and again.
They have very little control over their services in which they are billing for, their accounts are not easily controlled by their customer service people and the numerous representatives I spoke with were absolutely unhelpful and even had the nerve to be short with me (in their attitude).
Horrible service.
Horrible customer service.
Deceitful in their billing.

I received a call from cox communications or one of their telemarketing company that calls customers. They offered me Internet phone and cable for 89.99 a month before taxes I agree to this since I only had Internet thru them. So I receive a call the day before they are going to install and say I would have to pay 144 a month for that service and the lowest they could go is 128 if I took off the phone. They called and quoted me! The 89.99 and did not even offer to come close to their offer not happy!!!!!!!

Since my last writing, Cox Communications has gone above and beyond to rectify my problems. I am now receiving the best customer service I have received from this company. Thank You to the Revdex.com for bringing this complaint to the management at Cox. And Thank You to Cox Communications for resolving all my issues and supplying me with the kind of service I expect from an award winning company.

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the [redacted] regarding his attempts to correct his service and billing issues.  We sincerely regret the inconvenience that he...

experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account.  We found our customer contacted us a few times about slow internet service since November 2014.  We found the service to be working with the correct speeds when we left.Since filing this complaint our customer has disconnected his service and an adjustment to his billing was given.  Our customer is happy with the adjustment.  We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regards to this issue.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Office /[redacted]

We apologize that our customer felt the necessity to write to the [redacted] regarding her internet service issues.  We involved our technicians to address her concerns.  We also contacted her by telephone to verify the issue is resolved and address any additional...

concerns she may have for a successful resolution.Thank you for your time and consideration.Sincerely, [redacted]/Office of the General Manager / Cox Communications Executive Offices /[redacted]

[redacted]—Revdex.com rebuttal # [redacted]

We are sorry that the customer is unhappy with the answer that we supplied your office on July 14, 2016.

While the customer continues to insist that he was never notified that his rate was temporary, we are unable to reinstate the discounted rate for service. Our Sales Team is knowledgeable in locating packages that work best for our customers. Should the customer wish to change his level of service, or would like to talk to a Customer Service Agent regarding package and promotion options, he may call us at ###-###-####, or toll free at ###-###-#### to discuss his options. We ask that the customer allow us the opportunity to assist him with his services.

We hope this information has been helpful for final closure to the client’s concerns.

Catherine/Cox Communications Executive Offices/ Arizona

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I could not be more satisfied with the manner and timeliness that this complaint was handled by both Revdex.com and Cox Communications.   My thanks to both entities!   Cox ([redacted]) could not have handled this situation more promptly, more efficiently, or more responsibly.   Although a complaint is basically a negative situation, it takes on a very positive aura when professionalism such as this comes to the fore.    My apologies for any part that I may have had in this matter.

Regards,[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

E[redacted] M[redacted]

June 30, 2014

font-family: Calibri;">Revdex.com complaint # [redacted]

We were sorry to hear that our customer is experiencing difficulty regarding his contract with our Cox Business Department.  Because the customer does have a written agreement with our Business Team, we requested their assistance with the complaint that has been filed with the Revdex.com.

Our Business Leadership Team advised that they will contact the customer and work out a plan to switch the customer from a business to a residential account.  The customer will be directly advised on the changes to his account, what equipment to return, etc. 

We believe the customer will be satisfied with our resolution.  Please let us know if you have further questions.  Thank you.

[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I did receive an email from a [redacted]. (Executive Resolutions, Office of the General Manager, Cox Communications, Southwest Region) on July 2nd 2015. As mentioned in Cox's response to my Revdex.com complaint below, I replied with my Cox account number and requested that he respond in writing to the 4 letters I have sent Cox beginning April 12th, 2015, documenting their billing error.Other than [redacted] email I have had no other contact from Cox regarding my Revdex.com complaint.

Regards,

September 26, 2014

 

Complaint ID# [redacted]

 

We would like to thank Mr. [redacted] for bringing his concerns to our attention.  We have discussed his concerns and will work with him to reach a satisfactory resolution.

 

We apologize for the...

inconvenience this matter has caused him.

 

Respectfully,

 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their rebate.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.

Upon receiving...

this complaint, we contacted our Marketing Department who has now assured us our customer’s rebate has been expedited and we expect our customer to receive this within two weeks. After receiving this information, we were able to speak with our customer directly on 12/8/15 to inform him of the status. We have set up a follow-up call for 12/22/15 to check in with our customer to ensure he has received his rebate in addition to providing him with our direct contact information should he have any concerns regarding this in the interim. We are confident the issue at hand has now been resolved. 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. Thank you. GeorgeExecutive ResolutionsCox Communications