Cox Communications, Inc.

Fon, internet, & cable goes down between 13 to 16 time every month..have filed complaints for almost a year..

I am very disappointed with the lack of communication from Cox especially as a new customer. A technician was scheduled to come out to set us up with service. After the technician didn't show up during the scheduled time frame I called cox to find out the account was on hold due to a porting issue with the phone line. So excuse me? You all couldn't pick up the phone or send an email communicating there's an issue? Poor customer service.

Revdex.com Case# [redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret any inconvenience that our customer has experienced with our company.  We have attempted to contact the customer by phone on 8/12/15 and 8/14/15. While we are...

unable to successfully make contact with the customer directly, we have facilitated and processed the refund for the customer. The refund check will be mailed out today, 8/14/15. The customer will receive the refund check within 7-10 business days.Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

They raised my tv and internet package plan without my permission and then when I confronted them, they tried to make me pay even more than what they raised it to in the first place. The mini boxes and plans are a sham. One more way to steal money from customers. I have been a loyal customer to Cox for over 20 years and this is how they treat me.

July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention.  Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015.   dvised us that the new line and service issues were resolved on July 8, 2015.  They also confirmed that the appropriate speeds were verified after the line work was complete.  Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter.   As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]

July 14, 2016—Revdex.com complaint # 11530743 [redacted]
 
We were sorry to hear that the customer experienced such difficulty with the phone service/transfer of service.  We understand that the customer has already committed to a telephone service provider and does not wish to make any changes at this time.
 
The customer pointed out in his message to your company that he preferred the telephone service charges we billed to him be removed from his account, and pointed out that there was an outstanding equipment charge on his account, in error.  After a review of the customer’s billing, we confirmed that the telephone charges have been removed from his statement, as well as the equipment charge. 
 
We hope this information is sufficient for final closure of this complaint.  Thank you.
 
Catherine/ Cox Communications Executive Offices/ Arizona

July 10, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding the pricing for her services.  It is never our intention to mislead any of our clients, so we regret that the subscriber feels that she was...

deliberately misled about our rates.   We contacted the customer directly in an effort to assist and resolve her with her billing concerns.  We always appreciate the opportunity to assist a customer.  Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]

Revdex.com Case #[redacted] We are sorry to hear our customer had issues with billing and payments. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. Once we do, we will apologize for the experience...

and explain the account has been provided courtesy credits in December and April. The total credits cover the concerned amount in the requested resolution.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[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 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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

June 7, 2016-Revdex.com complaint # [redacted]
We were sorry to...

hear that the customer was disappointed after her recent interactions with our employees.  As a customer oriented company, it is never our intention to cause problems for our subscribers. Due to the concerns that the client brought to the attention of your office, a thorough review has been completed on her account.  Our records confirm that all of the installation fees were waived, as well as the telephone number change fee and late charge. The total credits applied to her account were $158.78. The current monthly rate is $80.97.  The customer’s billing is current.  We do not show support for further credits to be applied.
We hope this information has been helpful to your office.  For future questions on the billing, we advise the customer to contact our Care Center at ###-###-####.  Thank you for the opportunity to address the issues at hand. 
Catherine/Cox Communications Executive Offices/ Arizona

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 on 7/13/16 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 Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our...

customers concerns regarding their payment and billing.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we performed a thorough review of our clients account.  A refund in the amount of $382.20 was processed on 3/15/16 and credited to the client’s credit card.  In response to his request for additional credit, our records indicate he was on a Price Lock Guarantee from the inception of his account.  The terms and conditions of this agreement were on his first statement and confirmed that there would be an Early Termination Fee if any services were canceled.  We do not have support to issue credit for the Early Termination Fee. We hope this information has been helpful to your office.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

June 24, 2014

Revdex.com complaint # [redacted]

As we stated in our first response to the Revdex.com, our records indicate that the subscriber’s account was not turned over to a Collection Agency.  Although the customer was contacted by our company Collections Team, the information was not turned over to the Credit Bureau, or any of the three major collection companies.  Contact from our company collection agents does not contribute to a lowered credit score.

Review of the billing ledger confirms that the account was disconnected and backdated to April 14 of this year, and the final balance was rectified to a zero balance within the 30 day guideline of disconnection, which ensures that our company will not turn an account to a collection agency.

We hope this information has clarified the situation for the Revdex.com, as well as the customer.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

April 4, 2014

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Revdex.com Complaint #[redacted] – [redacted]
 

Re:  Issues with Contract Pricing
 

This is in response to the complaint that our customer filed with the Revdex.com regarding his concerns with the Price Lock Guarantee (PLG) on his account.  We apologize for the frustration that our customer encountered in his many attempts to get his issues resolved. 

 

Our customer’s complaint was forwarded to my attention to complete the research regarding his concerns.  During my research, I found that our customer filed a similar complaint in February under complaint number [redacted].  A response was forwarded to the Revdex.com on February 27, 2014.   My research further provided that our customer had been under a Price Lock Guarantee for the period of July 20, 2011 through July 19, 2013. 
 

Our customer further states that he has been having service issues, yet there are very few notes on the account identifying these concerns.  We will be more than happy to have one of our field supervisors make contact with our customer to have these concerns addressed.  He can contact me at ###-###-####, and I will make the arrangements for the visit.
 

We want our customer to know how much we appreciate the patience that he exhibited while awaiting a response to his complaint.  We thank him for giving us the opportunity to make things right.  For future assistance with any other issues that may arise, our Customer Care Team is available 24 hours a day, seven days a week.  They can be reached at ###-###-#### or he may also contact us on our web site at [redacted].  Thank you.
 

Sincerely,
 
 

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

###-###-####

Revdex.com #11253745We would like to thank the Revdex.com for the bringing our customer’s additional concerns to our attention.   We would like to apologize for the frustration with the amount of time it has taken to resolve her issues.  It was not our intention to cause any further aggravation to our client.  To remain in good faith with our long time customer we have issued a $40 credit to her account.  She will see this credit posted on her April 2016 statement.  Thank you for your time and consideration.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com complaint [redacted]

We are sorry to hear that the customer was not satisfied with our first response to your office.

Due to the multiple sources that the customer filed this complaint with, our Field, Network and Government Relations Team has drafted a letter response and this correspondence was copied to the customer as well.

As always, we appreciate the opportunity that the Revdex.com has given to us. Thank you.

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 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.  I would like to say it was less about receiving the credit and more about the fact that we were treated poorly when we asked for the call to be reviewed and the fact that it took so long to get a response.  It took a complaint to the Revdex.com rather than one of the four different agents we spoke to getting it resolved.  We did not complain to get the credit, we complained to get the issue resolved.  We do however thank you for the credit.  Perhaps revisit this process so others do not have to go through it as well.

Regards,

January 4, 2016—Revdex.com complaint Michael Goul

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We were sorry to hear that a customer is unhappy with our company

and services.  As a service oriented

company, we know that our success is largely dependent upon the satisfaction of

our customers. 

Due to the concerns that the customer brought to the attention of

your company, we contacted him directly by phone and spoke to him on December

28, 2015.  We are sending the client a

follow up email so may correspond directly with us regarding his concerns.

As always, we appreciate the opportunity that the Revdex.com has given to

us.  Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

December 10, 2015

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Revdex.com complaint # [redacted]   

[redacted]

We were sorry to hear of the confusion that the customer experienced

with her account. 

Due to the concerns that the customer brought to the

attention of your company, we contacted her directly to give her a detailed

explanation of her billing and promotions. 

While our company protects our customer’s privacy and we won’t share the

details on a publicly posted website, we verified the promotion s via email to

the customer.

As always, we appreciate the opportunity to address our

customers concerns.  Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

you say valued customer my internet has not worked properly since aug of 2015 .. after multiple visits and multiple phone calls no progress has been made in resolution. you have to understand the frustration of not getti g the service that is promised . I do hope for a resolution soon as if it is not accomplished I will find a provider that lives up to the standards of their product.. as for the tv that was damaged I have had it fixed and it WAS result of currant coming through the coax.. it ended up costing me 136 dollars to replace the lamp.