Cox Communications, Inc.

This is a deceitful company only after money. Despite notification after 1 payment was late that the entire payment including the late fee was coming on the next month's payment due date, they decided 10 days before to cut off service until the previous months payment was paid without then discounting the late fee. It is pretty sad that they acknowledged a payment was coming and then cut off serine to threaten a customer who for the first time was less than 30 days behind. I would recommend never doing business with them if there are any other alternatives.

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

Regarding the...

customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us ([redacted] to address these issues but we were unsuccessful. In addition to these call attempts we have submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unable to speak with our customer directly, we were able to confirm that the disputed charge of $60.00 was in fact credited to the account on 10/30/15. Due to the close proximity of the November billing statement being created, this credit did not appear on our customer’s billing statement until the 12/1/15 cycle. As a courtesy, we have also waived the late fee of $8.00 our customer was charged as a result of this dispute. 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

February 27, 2014

 

Revdex.com Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file her concerns regarding the overpayment on her account.   Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.

 

Inclucded with this response is a copy of the January 2014 bill showing that it did include the verbiage **Auto Payment On Your Due Date – Do Not Send Payment**.  This appears to have been a misprint as none of the other bills show this.

 

The $25.00 return check fee was credited on February 27, 2014 and the $8.00 late fee was credited on March 5.

 

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 [redacted]. Thank you.

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 false accusation that I have ever spoken with customer service about a discounted program is yet another example of a large corporation charging more for a customers on services that were previously understood in hopes that the little guy doesn't have any recourse to do anything about it.

This letter seems to portray as though at some point there was a discussion about a temporary program and that I had discussed with someone my basic internet plan of minimal internet speed/service would one day expire.  

I am including documentation that proves that the information stated by [redacted] is absolutely not true and this documentation demonstrates that she isn't a creditable person. Not only is this fictional discount program that I had discussed with customer service you can clearly see that she says the discount is 40%, yet my bill doubled in price.

Additionally, you can see I only have basic internet service only and that not only myself but the company would be out of business if they charged these prices just for basic internet because no one would sign up with them. This price isn't even close to any competitor rates and to portray that other customers pay this for minimal basic internet service would just inaccurate. 

This response by [redacted] is yet another example of how a big business company believes they can/will say anything to tactfully mislead you just to portray no wrong doing that the company has done.

Again, I am requesting that the bill be reinstate back to the original price and refund the difference  since my February bill back to my account or refund the difference  for the past 5 months and close the account.

Thank you greatly for your time and resolving this matter.

Regards,

We are sorry to hear of the telephone service concerns that the customer has brought to the attention of the Revdex.com.  While we always appreciate the opportunity to address and assist a subscriber with the services and products that we provide, we apologize for the inconvenience that the customer...

has experienced.

 

Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  Our Mesa Field Manager Dustin advised that he has attempted to contact the customer to ensure that the phone service concerns are addressed quickly: to no avail.  He will continue to try to reach the customer at the phone numbers that we have on file.  Our office will work closely with our Field Manager to ensure that we provide resolution as well as customer satisfaction in regards to the situation at hand.

 

Because the customer advised in his comments to you that he is using his phone exclusively for business, we would like to suggest that the customer consider using our business telephone product.  Because a business product is supported differently than residential service, the customer can work with confidence; guaranteed.  For information regarding our business product options, we can be reached by phone at [redacted]Call: [redacted]. The subscriber can also visit us online at [redacted], and select Business.

 

We hope this information has been helpful to the customer, as well as the Revdex.com.  Thank you.

 

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

December 4, 2014

 

[redacted] complaint ID#: [redacted] –[redacted]

 

We were sorry to hear of the service issues that a valued customer brought to the attention of your office.   We always appreciate the opportunity to assist a subscriber. The customer also filed the same complaint with our Corporate Office.  

 

Because the customer states that they have had a long term data speed and connectivity issue, we reviewed the service call history and contacted our Field Leadership Team for review and assistance with the problems at hand.  We will contact the customer directly to ensure we are able to meet with them at a time that works best for them.  Our office will also stay in contact with our Field Team through final resolution of the problem.

 

We are sorry again to hear that the customer is not receiving the type of service that they expect and deserve.  We appreciate the information that the [redacted] has given us regarding our customer.  Thank you.

 

[redacted]/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file her concerns regarding the issues remaining from a recent service...

appointment.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.
Upon receipt of this complaint we were able to make contact with our customer on 4/29/16 and arranged to have a supervisor visit her home to correct the issues once and for all. Our supervisor visited the home on 4/29/16 and we were able to confirm with our customer that the issues are now fully 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted].
Thank You.
George
Executive Resolutions
Cox Communications

We are sorry to hear our customer is having issues with our services. We have attempted to directly contact the customer on August...

3 and August 4 but were only able to leave a voice mail requesting a callback.  We see that the customer reached out to our tech support on August 5 and scheduled an appointment for a technician to come to their home.  During the visit our technician replaced a video receiver.  To date we have not received a return call from our customer and a review of the services shows optimal signals to the equipment.  We look forward to speaking with our customer.  Once we are able to verify the account, we can address the concerns and provide a successful resolution.
Thank you for your time and consideration. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

In 2012 Cox offered us an upgraded box for our TV they sent it in the mail and my husband put it on. We were never told to return the 1st one so he put it in the shed. We stopped Cox service in 2015 sent all the equipment back we forgot about the old piece in the shed it has been 4 years. We then started getting automated phone calls threatening us with collections if we did not pay 400.00. Calls to them reviled this is for the old equipment in the shed , I am returning this. The man I talked to said a lot of people throw the old ones away and then have to pay,they do not ask for this back when they send new one !,so who knew 4 years later they would bill you for it.HEADS UP everyone this is a way to milk customers.Lucky my husband is a pack rat.

We apologize that our customer felt the necessity to file a rebuttal to the Revdex.com.  Upon receipt of this complaint we reviewed the account and found we have added our customer to the correct lists in order to stop flyers from being delivered.  We are unable to contact our customer by any means other than mail and have asked to provide the flyers left so we can address this directly with the individual who left the flyer.  We apologize for any inconvenience this may have caused and are willing to address the individual involved once we received the information from our customer.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

April 18, 2016

...

[redacted]
We were sorry to hear of the difficulty and confusion that the customer was experiencing regarding his billing issue.  Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. 

At this moment we have processed a credit for the customer to cover the early termination and installation fees he had incurred.  The customer was happy with the resolution.   The client has our contact information so he can call us directly if necessary.

As always, we thank the Revdex.com for the opportunity to assist our customer.

Luis/Cox Communications Executive Offices/ Arizona
Tell us why here...

Melissa with Cox did not check with homeowner. Still no internet service. Problems started a month ago. Unacceptable service. Please send a technician who has skill sets to repair. Last group said they had no idea why a tv signal and phone signal would come through but no internet signal. Help!

August 6, 2016
Revdex.com# [redacted]- [redacted]
We would like to thank the customer for taking the time to file her concerns regarding the remaining internet issues.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.
Upon receipt of this complaint we were able to make contact with our customer and arranged to have a tech visit her home to correct the issues once and for all. Our tech visited the home on 08/03/16 and we were able to confirm with our customer that the issues are now fully 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####.
Thank You.
Melissa
Executive Resolutions
Cox Communications

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

customer’s concerns with their account, we did attempt to make contact with them on 8/20/15 and 8/21/15 but we were unsuccessful on each attempt. We did however leave messages with our contact number on each attempt.  Although we were unable to speak with our customer directly, we did work closely with our Field Services Department to ensure the installation was completed as soon as possible. We were able to confirm with our Field Services Department that the installation was successfully completed to activate our customer’s services on 8/20/15. We are confident that the issue at hand as 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. [redacted]Executive ResolutionsCox Communications

Revdex.com Case # [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.
We have contacted the customer directly on 3/9/16 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region

April 25, 2014

Revdex.com Complaint - #[redacted] – [redacted] – Last Call Install

We certainly appreciate it when our customers let us know that we have not met their expectations.    It is always our goal at Cox Communications to provide our customers with...

exemplary customer service.  From what has been described in this complaint, it does not appear that we were successful in providing this level of service.  We would like to take the time to apologize for the inconvenience that our customer experienced in their attempts to resolve the Internet speed concerns.  

Upon receipt of this complaint, the account was researched thoroughly.  Attached to this response is a copy of the 2012 contract, a copy of a 2013 billing statement reference page and a copy of the 2013 contract.  The speed for the Internet service selected by our customer is clearly stated on all of the documents to be 50/5, not 80/10 as per the customer’s information noted in this complaint.  There are only 3 speed levels available to residential business customers – 15/3, 28/4 and 50/5.

Our records further indicate that the customer was charged for the following special services during the transfer of service from one residence to another:  

Install /Add O             $36.70

TV Receiver Install       47.25

TV Activate Outlet        10.45

Expedite Line Install    162.08

 TOTAL                      $256.48

We are unable to understand the customer’s claim that they were charged $1,000.00+ during the transfer of service..  Copies of the account ledger are also being attached to this response.  Our records also provided that a credit in the amount of $129.80 was applied to the account on March 11, 2014 due to the customer’s complaint that the billing had been confusing since the transfer.

Our records indicate that the customer contacted us on 3-30-14 advising of video service issues.  As of 4-02-14, the video services were disconnected.  Prior to 3-30-14, the only video issues noted on the account were related to the initial account set-up for services requested/promised.

We want our customer to know that we value her and appreciate her business.  We know that this apology does not make up for the difficulties that she went through, but we do apologize again for the negative experience that they encountered in attempting to resolve this matter.   We hope that the information presented helps clarify any concerns regarding the Internet speeds.   If our customer should have any additional concerns regarding their billing or service, they can contact [redacted] for assistance. Thank you. 

Executive Resolutions 

Office of the General Manager

Cox Communications/Arizona

We were sorry to hear that the customer is not satisfied with her monthly rate and billing.  We did attempt to reach the customer and discuss her concerns by phone, but were unsuccessful in reaching her.

 

The customer states in her correspondence to the Revdex.com that our company has...

misled her with the rates quoted to her.  Notes on the customer’s account indicate that our Care Center Team did explain that our bundled discount package does have a $20.00 “step up” pricing in place at the six month mark.  Our records also indicate that on September 30, 2014, our agent did offer and add an additional campaign to ensure the customer’s rate was kept at the approximate rate that she was charged in the past.

 

We apologize again that the customer is confused and unhappy about her rates.  The feedback that the client provided has been forwarded to our Marketing Team.  We realize that comments such as this are beneficial to our company, so we thank the Revdex.com for passing this information to us. 

 

[redacted]/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.

 

Regards,

The response is incorrect as the error was made by their sales team in properly documenting the terms and condition.

I have been an existing customer for 9 years and was moving to a new home. The order was initially placed for the 2 services to  move - phone and internet. Since there was a lag in the date of move, the internet service was moved first and I was assigned a new number for the new location temporarily, which was to be replaced by my original number after the move. It took several phone calls to get that accomplished. As is evident by the response, there is no documentation or clarity on all these issues. 

After the move, the sales person convinced me to add the TV service to offer me the bundle price and thats where I was promised the rates and terms quoted on the internet. These were not two separate orders, just done on separate days because of excellent sales pitch by the girl on a subsequent date. Now it appears that the sales was based on lies and without the intent of honoring the promised terms. The fact that I was given a credit by the manager for the wrongfully charged pricing, validates my point. She was supposed to make all the corrections but unfortunately only applied the credit. The simple question is if you are advertising this on the internet (the terms I was promised are part of their advertised Bronze bundle), than why are my terms different?

I appreciate Revdex.coms effort to get the issue resolved but attitude shown in the above response is no different than what I dealt with on the phone and it appears to be stemming from their monopoly in the market. The focus on customer satisfaction appears to be lip service. I'm sure that COX keeps record of all phone calls including the sales. I will like to hear to those recordings, particularly the one after which the TV bundle was signed. I'm sure Cox will not have a problem sharing these recordings to resolve the matter.

Revdex.com Case # [redacted]
We would like to thank the customer for taking the time to file their concerns regarding our promotional offers. It is certainly not our intention to cause any confusion.
We have contacted the customer directly to address their concerns and provide a successful...

resolution.Thank you for your time and consideration.
Jesse W.Executive ResolutionsOffice of the General Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is resonable.  I will wait until the business performs this action and, if it does, will consider this complaint resolved.

I greatly appreciate the help from [redacted]. On the same note, while on the phone with the representative I was told numerous time that my request to waive the termination fee would not happen no matter who I spoke to. I was trying to continue my service and pay for the services not yet paid for, if the termination fee would be waived. Cox Communications provides a great service, however, their customer service is beyond horrible.  

Since I am now going to have to restart services am I going to be charged a deposit. With the fact that I was not able to get a reasonable person with this company until turning it over to the Revdex.com I do hope that you are willing to show my account in good standing once paid off and not charge me a deposit. As I tried everything in my power to be reasonable with the representative who was just plain rude and inconsiderate. 

The equipment will be sent back to Cox Communication. Also, I am requesting an updated invoice showing the termination charge being waived and that once the equipment is returned I will received a $60.00 credit on my account. Although, I am not sure how you want to go about that as I am looking to restore services, do you still want me to return the equipment. I am not able to immediately remit the full remaining balance of $105 and some change, once equipment it returned, however I will do my best to get it remitted as soon as possible.

I will await the updated invoice as requested above and await to hear back from [redacted] regarding the return of the equipment. If [redacted] wishes to discuss this matter further she can feel free to contact me by phone as my number is in their records. 

Regards,