Cox Communications, Inc.

July 6, 2016—Revdex.com complaint #[redacted]
We were sorry...

to hear of the confusion that the customer experienced with their billing.  Due to the concerns that the client brought to the attention of your office, we attempted to contact him on several occasions.  While we did not directly reach the client, we were able to leave our direct contact information so he may call us directly with questions. Due to the confusion on the account as well as the time frame that the data service was to be active, the final balance owed of $105.00 has been removed from the account.  The balance owed is now zero, and the account was not turned over to Collections.
We hope this information has been helpful to your office.  Thank you for the opportunity to assist our customer.
Catherine/ Cox Communications Executive Offices/ Arizona

March 3, 2016
Revdex.com complaint [redacted]...

[redacted] We were sorry to hear that the customer is not happy with the rates that they are paying for service.
Due to the concerns that were brought to the attention of your office, we completed a thorough review on the account.   Our records confirm that the customers were on a temporary marketing promotion which gave them Internet service for one year, for $34.99 per month.  This campaign was in effect from December 17, 2014 through December 16, 2015.  While the customer would like to receive discounted rates without end, the temporary promotion only lasted one year.  Review of the billing indicates that the charges on the statement are correct.  Should the accountholder or the authorized user wish to make changes to their account, they may call our Customer Service Team locally at [redacted] for assistance.   The clients are not locked into an agreement with our company, and may make changes or disconnect their service at any time. 
We hope this information has been helpful to your office.  Thank you for the opportunity to address the concerns that the subscriber brought to your attention.
Catherine/Cox Communications Executive Offices/ Arizona

May 6, 2016—Revdex.com rebuttal [redacted]
We are sorry to hear that the customer is still confused on his billing and credits.  As we stated in our first response to your office, the customer has been credited in full for both service calls, as well as the install fee.  Review of the billing records indicates that the customer received an additional $45.00 in service credits, as well as the credits applied for the service calls and installation charge.  Our records do not support further credits to the account. We highly suggest the customer check his account on line to verify his balance.  The client can review his account via our website at www.cox.com. 
In order to communicate with our agents in a manner that is most comfortable for the customer, we suggest he utilize our Live Chat.  Our Technical and Billing Support agents are available 24 hours a day, and seven days a week.    By allowing us to answer his questions directly, our agents can address his concerns quickly and efficiently.  For the convenience of the customer, this link can be pasted into his web browser for fast, direct service from us;  [redacted]
We hope this information has been helpful to closure of this complaint.  Thank you.
Catherine/Cox Communications Executive Offices/ Arizona

June 11, 2014

Revdex.com complaint # [redacted]

We were sorry to hear that one of our long-time customers was having difficulty with her cable services.  Because of the complaint filed with the Revdex.com, a thorough investigation has been completed on the account.

Our records indicate that the last service call completed at the customer’s home was in November of 2013.  Because the customer is having reception issues on multiple boxes/TV in her home, we have requested our Field Leadership Team to assist us with service concerns that the customer brought to the attention of the Revdex.com.  Our Field Supervisor will work directly with the customer to resolution of the video problems and we will work together and ensure the customer is appropriately compensated for the lack of service that she has experienced.

We appreciate the opportunity that the Revdex.com has given us to ensure our subscriber receives the service that she expects, and deserves.  Thank you.

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

March 17, 2014

Revdex.com complaint # [redacted]

 

We were sorry to hear that the customer experienced confusion with their billing.  As a service oriented company, one of our primary goals is to ensure customer satisfaction and loyalty.  We sincerely...

regret that we were not able to resolve the billing issue in a timely manner.

Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account.  The details from the documentation filed with the Revdex.com were sent over to our Sales/Retention Leadership Team for investigation.  Per our Sales Manager, we would like to speak to the customer in an effort to find a package and rate that will work satisfactorily for the subscriber.  [redacted] from our Sales Team has attempted to reach the customer on three occasions, to no avail.  Our office attempted to reach the subscriber as well, but we were not able to leave a voice message or call back number.  We ask that the subscriber contact our Customer Service Department at her convenience, and her account will be noted with some possible options for services.  Should the customer have another contact number that she can be reached at, we will attempt contact with her again.  Our Customer Service Department can be reached at [redacted].

We are sorry that we weren’t able to provide more detailed information regarding the situation at hand.  We would like to assist the customer, and we are looking forward to speaking with her in the near future.  Thank you.

 

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

If you have another option take it. At best 90% of what I pay for works 80% of the time. Best you can hope for from them after an exorbitant wait time is oops sorry.

September 1, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the trouble the customer experienced with our company.  Due to the billing concerns that the customer brought to your attention, we contacted him directly to assist him with the...

questions regarding his refund.  The client has our direct contact information; we will continue to work with him and ensure his account statement and bill is correct. As always, we appreciate the opportunity to assist a customer.  Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]

Revdex.com Case # [redacted]We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention.  We have advised our Damage Claims adjuster of the additional concerns our client has. As stated in our previous response, our customer will need to work directly with our Damage Claims adjuster for any compensation she is requesting.Our office was able to confirm that our Damage Claims adjuster did verify the cost our customer paid for the thermostats.  They have contacted her directly through email and are awaiting her response so reimbursement can be made.  Once again, we would like to apologize for the frustration that our customer has experienced.  Thank you for your time and consideration in closing this complaint.  Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We sincerely regret any frustration regarding the service call charge for the recent service appointment. We attempted to reach the customer on July 27th and July 30th to address their concerns. We were unable to make contact with the customer but we had left voice mail messages advising them of the adjustments made to their account and our contact number as well. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. However, at this time we are confident that we have successfully addressed and resolved our customer's concerns. As always, 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

Revdex.com Case # [redacted]  We would like to thank the customer for taking the time to file their concerns regarding the status of their refund check. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address her concerns and...

assure her that the refund will be mailed to her in a timely manner. 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

July 19, 2016
 
...

Revdex.com complaint # [redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, we contacted the customer directly.
 
The necessary adjustments have been made to the customer’s account.  At this moment the customers billing concern has been resolved in a satisfactory manner.  The client has our contact information should she wish to contact us directly.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Melissa/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding their Cox services.  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 services, we did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful. We have left voicemail messages and 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 services.
 
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 Resolutions Cox Communications

January 28, 2014 Revdex.com complaint ID –[redacted] We were sorry to hear of the difficulty that the customer experienced with her purchased equipment charge.  Due to the concerns that the customer brought to the attention of your office, we contacted the...

subscriber directly.  We advised the customer that our records confirm that her account is not in collection status, and there are no charges on her former account.  We also confirmed that her account information was removed from the collections agency records, and she does own the equipment in question.  The customer has been given a direct contact number to reach us for any other concerns related to this matter. We appreciate the opportunity that the Revdex.com has given us to address the matter.    [redacted]/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.

Regards,

Eugene H[redacted]

Revdex.com Case # [redacted]
We are sorry to hear our business customer was...

negatively impacted with billing issues.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the complaint. 
Thank you for your time and consideration.
Jaimi
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 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 the client’s account.  We have concluded to issue the requested credit in the amount of $40.81.  This credit will appear on the statement printing on or around April 6, 2016.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.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]
 
The Cox representative quoted our customer a new monthly rate of $205.50 after a total of $114.46 in discounts. We explained to the customer that the $114.46 amount was based off the a la carte rate. We are sorry to hear that our customer is not satisfied with the information we have provided but her monthly rate is accurate to what the representative had quoted during the call. At this time we have done all we can do to assist our customer regarding her concerns.
 
 
Sincerely,
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

June 22, 2016—Revdex.com complaint [redacted]---# [redacted]
We were...

distressed to hear of the situation that occurred to the customer.  Due to the concerns that were brought to the attention of your office, a thorough review has been completed on the account. Our investigation confirmed that the customer was charged in error on her account for a piece of equipment that she purchased.  Due to this error, we have removed the charge from the account, and requested the Collection Agency send her a “turned in error” letter.  This letter will be sent to the customer’s billing address on file.  We have also contacted the client directly to advise her that the error was found.
We sincerely thank the Revdex.com for bringing this to our attention; and we were very glad to assist!
Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com Complaint – No. [redacted] – Mr. [redacted]

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May 22, 2014

 

We would like to thank the consumer for taking the time to file his concerns regarding his monthly rate for his Cox services.  Please let me begin with an apology for the problems he encountered while working with our agents. 

 

Research of the account tells us that prior to February 4, 2014 our customer had a grandfathered bundle package on his account; providing him with a discounted rate of $171.37 (with tax).  This bundled package had expired and was no longer available to customers and was not available for Cox agents to add to a customer’s account.  It is also important to note that while the bundle provided a monthly discount, the rates were not price locked and were subject to change.

 

Cox had a rate increase in February 2014 and the customer’s monthly rate increased to $189.03 (with tax).  The customer called Cox on February 4, 2014 to discuss reducing his bill.  Cox downgraded his cable service which eliminated the grandfathered bundle from his account.  Once removed, Cox was unable to add the grandfathered bundle back onto his account.

 

On February 7, the customer called back in stating that many of his favorite channels were missing from the new cable package and asked to restore the service back to where it was. Cox restored the cable package back onto the account; however, Cox was unable to add the grandfathered bundled discount code on the account because it was expired and no longer available; however, Cox restored service with the rate of $187.00 plus tax.

 

·         March 13, 2014 – the customer contacted Cox regarding the higher rate and the changes made to his account. The representative filed a ticket to see if the grandfathered bundle code could be restored along with his old rate. She advised there was no guarantee but in the interim, credited Mr. [redacted] account for the difference of $65.43.

·         April 21, 2014 – the customer called Cox to follow up on the rate discrepancy.  The representative apologized that there was no resolution at that time and provided a credit to the account for the difference of $79.07.

·         April 24, 2014 -- customer called Cox and disconnected his cable service.  He advised the agent that he no longer wanted to wait for Cox to restore the grandfathered bundle and just wanted to disconnect the cable service.

·         April 25, 2014 – Cox called the customer back to provide an update.  The customer told her that he no longer wanted the cable service and had disconnected the service.

 

We regret the delay that occurred while awaiting the resolution of the billing dispute.  The consumer was credited the difference in the monthly rates for two months.  Cox hopes to regain his confidence in our organization.  He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us and that we appreciate him.  For future assistance with any other issues that may arise, he may call our Customer Care Center at ###-###-####.  Our Technical Support Department is available for our customers 24 hours a day, seven days a week.  Thank you.

 

[redacted], Office of the General Manager

Executive Customer Resolutions Specialist

Cox Communications

April 1, 2014 Complaint ID# [redacted] We would like to thank the customer for contacting our company regarding his account billing.  On March 13th, 2013 a discount of $5.00 off of the customer’s telephone service was applied to the...

account.  This will reduce the customer’s telephone pricing until by $5 until February of 2015 as the discount was applied  and backdated to when the customer wide rate increase impacted the customer’s monthly pricing.  The customer’s Preferred speed internet is currently on a 40% discount that will last until May 12th of this year.  We apologize for the difficulty the customer has experienced in his attempt to resolve this matter.  We thank the customer and the Revdex.com for the opportunity to respond.  Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]