Cox Communications, Inc.

Revdex.com #[redacted]We have contacted the customer directly to address their concerns, the customer was already contacted by the appropriate departments to resolve his complaint. 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

No resolution has been achieved. I am not sure if anyone came to fix the problem outside. I still have charges ($75) in my account becuase 1 out of 6 technician said the problem was related with my set up. one technician called to stop by at the moment he was close by. it does not work that way. we have busy lives as you do. they need to make an appointment the same way I request one. My issue has not changed at all. I believe Cox is not able to deliver the service I am paying for.

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted with billing concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and...

consideration. [redacted].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 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

Revdex.com Case #[redacted]

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We are sorry to hear there was an issue with the customer’s billing and that there were issues with the interaction between our representatives and supervisors with the customer on 9/10/14 and 9/11/14. We did make contact with the customer after multiple attempts. The customer was given an apology and assisted with the fees due to the incorrect billing.
 

Thank you for your time and consideration.
 

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

We were sorry to hear of the difficulty that our customer recently experienced with our company.  Our records confirm that three days after filing this complaint with the Revdex.com, the customer spoke to one of Customer Resolution Specialists regarding the concerns that the subscriber...

brought to the attention of the Revdex.com.  We were advised that the subscriber and our employee had a productive conversation and the issues have been properly addressed.  We will follow up directly with the customer regarding his disconnection date and early termination fee. We appreciate the opportunity to assist our customer, thank you. [redacted]/Office of the General Manager/Cox Communications Executive Offices/ Arizona

Revdex.com Case# [redacted]
 
We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback regarding the offers advertised online. Please know we have spoken to the customer in detail regarding their concerns and explained that shoppers are advised to enter their address to filter and display which offers are available to their area and/or existing account.
 
While the customer does not meet the requirements for the offer in question, we have done all that we can do to assist our customer regarding their concerns and with providing options for their account.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

March 27, 2014Complaint ID# [redacted] We would like to thank the customer for contacting us regarding their account billing concerns we are sorry to hear of the customer’s difficulty and hope that the information provided in this response helps to clarify Cox’s...

position.On March 14th the customer’s account was credited $116.59 for the remaining equipment/installation charges.  The $3.99 reoccurring Home Security Equipment Service charge was removed and backdated/credited to January 11th. We apologize for the inconvenience the customer experienced and thank both the customer and the Revdex.com for the opportunity to respond.Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

March 29, 2016   Revdex.com-

9pt;"> ID#: [redacted]—Harold A[redacted]
We were sorry to hear of the confusion that the customer experienced with his billing.  Due to the concerns that he brought to the attention of your office, we thoroughly reviewed his account.
Our investigation confirmed that the customer did speak to one of our Sales Agents on January 13, 2016, who noted that the customer’s monthly rate was increasing due to the end of a temporary campaign.   We also verified the notes from the 14 of the month with our Supervisor Amanda, who advised the customer of the monthly rate of $176.65 with the client. 
Because the customer stated that the employee in January quoted him a lower rate for his service, we have requested the call recording for review. Once our office has the results of that recording we will contact the customer directly.
We hope this information has been helpful to your office.  As always, we thank the Revdex.com for the opportunity to assist a valuable customer.
Catherine/ Cox Communications Executive Offices/ Arizona

December 16, 2015

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Revdex.com complaint # [redacted]

We sincerely regret our delayed response to your office on

this customer situation.

Due to the complexity of the problem, we are not able to

currently give your office a resolution to the customer’s concerns today.  We have both our Field and Network Teams

working on the service and with the customer. 

The subscriber will be informed and updated by the appropriate teams

when we have information to share with him.

We hope this information has been helpful to your

office.  Thank you

Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted]

"Helvetica",sans-serif; font-size: 10pt;">We have contacted the customer directly to address their concerns on our EasyPay program.  We were able to offer the customer a courtesy credit for the disputed fees, which our customer did accept.  While we understand the customer does not agree with our returned payment fees and policy, we do appreciate the feedback and suggestions he provided and will forward them to the appropriate department.   We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

April 4, 2014Complaint ID# [redacted] We would like to thank the customer for contacting our company via the Revdex.com regarding their monthly pricing concerns. It is our mission as a company to be the most trust provider and we regret that the customer believes there was a discrepancy...

between the price quoted and that in which the customer actually received. On October 21st 2013 the customer contacted our Sales department to upgrade to our Whole-home DVR system. The account was duly notated that the Monthly Reoccurring Charges (MRC) would be approximately $245 a month including taxes and fees. The customer was placed on a 40% 12 month cable television discount, a $10, 12 month discount on Internet service, and finally a 12 month $5 discount off of telephone service. We apologize if there was any confusion. On March 17th of this year the customer spoke with a Customer Loyalty supervisor who applied a $254.98 one-time credit to offset the difference in pricing. The account notes indicate that the customer accepted this credit adjustment as resolution to her concerns. We have investigated and implemented the appropriate corrective action regarding the lack of follow-up when the customer first raised her concerns regarding her billing. We apologize once again and thank the Revdex.com as well as our valued customer for the opportunity to address this matter.Respectfully, [redacted]. Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

March 17, 2014

Revdex.com complaint # [redacted]

class="MsoNormal">We were distressed to hear of the service issues that our customer is experiencing. 

Due to the complaint filed with the Revdex.com, the comments from that complaint were forwarded over to our Field Service Management Team for review.  The customer was contacted last week, and our Field Team believes the source of the problem has been found and fixed.  Our Field Supervisor [redacted] spoke with the subscribers, and the customer will follow up directly with [redacted] to update him of any other service concerns that have occurred since making contact with the customer last week. 

We are working directly with our Field Management Team to ensure that the customer is appropriately credited for the loss of services experienced. We are optimistic that we will be able to provide the customer with the type of service that they expect, deserve, and pay for.  Thank you for the opportunity to assist our valued client!  

 

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

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any...

inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.  We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday.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. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

They are false advertising, dishonest, and taking full advantage of their consumers. We order a $89.99 bundle service with a 2 year contract in August, here it is December and our bill has never been less than $500! They claim it's taxes and one time fees that are on every bill cycle. I'm devastated that they provided such a horrible service to my family and I hope they don't get away with it. This stuff is unfairly charged to us and NOBODY is willing to help fix it. We're given the run around by COX. They're liars and they know they can get away with over charging consumers then messing up our credit when consumers refuse to be mishandled.

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,

November 4, 2016—Revdex.com complaint# [redacted]
We are sorry to hear that the customer was not satisfied with the answer and assistance that we provided to him.  As we stated in our first response to your company, the calls we reviewed between our customer and our agents did not confirm that the customer was told he would retain the same rate after seasonal service.  We advised our customer that he has the best pricing available for the services he is subscribed to.  We are not able to supply the client with the recorded calls. 
Should the customer wish to make changes to his account, he can call our Customer Service Department at ###-###-#### or toll free at ###-###-####.  We hope this information has been helpful to final closure of this concern.  Thank you.
Catherine/Cox Communications Executive Offices/ Arizona

We are sorry to hear that the customer still has concerns regarding the VOD service.  We advised this customer last month that our Network Operations Team confirmed that while we did have challenges during our On Demand upgrade; the problems were sporadic and did not impact all of...

the VOD content. At the request of our office, several of our Field Supervisors contacted the customer by phone to discuss the specific concerns that he was experiencing, but they were only able to leave a message.  To date, our Supervisors have not received any return calls from the customer.  We urge the subscriber to contact either of the Supervisors that left him a message so they may answer his specific VOD content questions.   We look forward to speaking to the client hope that he will allow us to assist him. We hope this information has been helpful to the Revdex.com.  Thank you.   [redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by a billing dispute. The customer did speak to a representative prior to the complaint. The account was provided credit to address the concerns of the billing dispute. We did make contact and confirm with...

the customer the issue was fully resolved.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #11249402
We are sorry...

to hear our business customer was negatively impacted with his email service.  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