Cox Communications, Inc.

July 29, 2014

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

We were sorry to hear of the confusion that customer experienced with the billing and pricing of Cox services.  Due to the complaint filed with the Revdex.com office, a thorough review has been completed on the account.

Because of the misunderstanding surrounding the rates for services, our Billing Leadership Team applied credits today to the customer’s account to accommodate the promotional pricing for four months.   The credit applied today will cover the customer’s bundle code rate for March through June.   The subscriber was already given credit for the month of February.   The specifics of the credits applied were relayed directly to the customer via telephone.

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

[redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted]

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We are sorry to hear of the service issues our customer brought to the attention of your office.  We sincerely regret the inconvenience that he experienced with our company.

Upon receipt of his complaint we were able to see he had a service call scheduled on 2/2/16. Because we were not able to directly speak with our customer before his service call, we forwarded his concerns to our field for review.  We were able to make direct contact with our customer on 2/3/16, at which time we were able to go over the concerns he had.  After speaking to our client we feel we have successfully addressed the concerns he brought to the attention of your office.

Thank you for your time and consideration.  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 623-594-1000.
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 our office we reviewed the call in question to verify the promotion that was offered.  From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error.  To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires.  When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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 Complaint – No. [redacted] – [redacted]

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March 14, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the “Cash Block” on her Cox account.  Please let me begin with an apology for challenges that she has had with complying with this payment restriction.  We certainly do not want our customers to experience any frustration when making their monthly payment, we always strive to make that process as simple as possible. 

We do understand the circumstances our customer has outlined in making her monthly payments with cash only.  Reviewing the account payment history over the last 12 months, there were two payments returned for insufficient funds.  Cox’s policy is that after two returned payments in a 12 month period, the account is restricted from taking any electronic payments and all subsequent payments must be made in the form of cash either via an authorized payment center or kiosk, or at one of our Cox Retail Store locations. The cash restriction is removed after the 12 months of cash payments.  This policy is not implemented to punish our customers; however, is used as a measure to mitigate company losses and often curbs identity theft and bank fraud.

We at Cox Communications value our customer’s business. While we do implement this process in all cases of returned payments, in light of the confusion with her account payments we have removed the cash only restriction.  She will be able to make payments using our automated telephone payment center with a representative for a nominal fee over the phone, or online at www.cox.com.  Should there be any additional returned payments on the account, the cash only block will be reinstated.

 

It is our hope that the information we have provided will assist in the resolution of her request and regain her confidence in our organization. She is a loyal Cox customer and we want her to know that her patronage and loyalty is important to us and we appreciate her.  For future assistance with any other issues that may arise, she may call our Customer Care Center at ###-###-####.  Thank you.

[redacted], Executive Resolutions Specialist

Office of the General Manager

Cox Communications

Revdex.com Case # [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their account. 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region
 
Tell us why here...

Revdex.com #[redacted]

51); font-family: "Helvetica",sans-serif; font-size: 10pt;">We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address his concerns in regards to his monthly rate.  After speaking to him we were able to assist him with his monthly rate and feel that the outcome was successful.  As for his concerns on our rate changes, we advised him that rate changes will be posted on his statement 30 days before the increase goes into effect.  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

December 7, 2016,
 
Revdex.com complaint # [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 touched base and addressed the customer’s concern regarding his bill. The client has our contact information should he wish to contact us directly to discuss the issue further.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Luis/Cox Communications Executive Offices/ Arizona

I got a call back but did not agree with our conversation all of a sudden I have promotions when I was told by this same person ootherwise I know what I heard and what I was told I'm supposed to be on a two year lock with everything I have Plus NFL red zone all a sudden I don't and the person who called me acts like she owns Cox anyways thank you to the Revdex.com Cox has really disappointed me since day one if I could get other services other than Cox I would be gone thanks again

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]

Revdex.com Case # [redacted]
 

size="3"> We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
 
Upon reviewing their concerns, we reviewed our records and confirmed that the original modem fully supported their subscribed Internet speeds at the time of purchase. When Cox increased the Internet speeds in 2013, several notifications were sent to customers about the equipment needed to receive the new speeds. Since the increase in 2013, Cox further increased the speeds in 2014 and again in April of 2016. While we certainly recognize their frustration, it is the responsibility of our customers to notify us should they have concerns with their services. Due to our customer’s tenure with us, we have applied a $64.00 goodwill adjustment to the account. This amount is to reflect the cost of our 15 Mbps package over a two month period.
 
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 for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]
 
We regret to hear of any frustration this matter has caused. However, the Cox Fraud Investigation Department has advised us there is no record of this documentation being received from this individual. As previously mentioned, this documentation is required for our Fraud Investigation Department to further proceed. Should the individual have any additional questions or concerns regarding this matter, they can contact our Fraud Investigation Department at ###-###-####.

Thank you for your time and consideration.

Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration.Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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.[redacted] / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.comSandra C[redacted]

15739 E Mustang Dr

Fountain Hills AZ 85268

RE: Complaint ID #  [redacted]

Dear Sandra Clark :

  

This message is in regard to your complaint submitted on 8/8/2016 against Cox Communications, Inc..  Your complaint was assigned ID [redacted]

The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.

The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.

Regards, Conciliation & Engagement Specialist

Your Revdex.comMESSAGE FROM BUSINESS:
Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration.Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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.[redacted] / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com
[redacted]Cox Communications, Inc. 
1550 W Deer Valley Rd
Phoenix AZ 85027 
Re: ID # [redacted] - Sandra C[redacted]
Dear [redacted]:
Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. 
We notified Sandra C[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” 
The text of your response may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  
We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.
Sincerely,
Yesenia Villegas|Your Revdex.com
Revdex.com
Sandra C[redacted]
15739 E Mustang Dr
Fountain Hills AZ 85268 
Re: ID # [redacted]- Cox Communications, Inc.
Dear Sandra C[redacted] ,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” 
Please know that Revdex.com is always available to discuss your case and review additional information. 
Sincerely,
Yesenia Villegas| 
Your Revdex.com
MESSAGE FROM BUSINESS:Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration.Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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.[redacted] / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We were sorry to hear of the difficulty that the customer is having with her email. Due to the concerns that she brought to the attention of your office, we contacted the customer directly and advised that her emails issues are not related a server issue. Our office has notated the customer’s...

account in depth regarding the details of the investigation. Because the solution to the subscriber’s email concerns can be rectified by a member of our Internet Technical Team, we suggested that she contact our Technical Support Group to perform some further troubleshooting over the phone. We offered to have a member of our Internet Team contact the customer to assist, but she declined our offer. In the interest of our customers, our Technical Support Team is open 24 hours a day, seven days a week, and 365 days of the year. We hope the customer will take advantage of our Technical Internet Team for assistance. We can be reached at ###-###-####.   As always, we thank the Revdex.com for the opportunity to assist our client.   [redacted]/Cox Communications Executive Offices/ Arizona

August 8, 2016,
 
...

Revdex.com complaint # [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

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.Your response is full of half truths and is deceptive in nature. We did speak about the multiple times people have been here for repairs and yes my very pregnant wife does not want you back in here without a plan to just keep pulling wires senselessly through our bedroom (where the main junction of wires is located). Although I do not want you in my bedroom again, I realize that we are going to have to have you in there at some point. I have never said you cannot come into my backyard. The big black wire your company failed to properly bury is hanging in plain sight, so you should have no problem finding it. My complaint, which also included financial compensation for the months of bad service, has also gone unanswered to this point. I have taken the time to email you recent video and pictures as proof and backup. You have sent multiples of technicians out here and have failed to correct the problem. You have wasted my time, money and patience, which, after dealing with this for too long, deserves compensation. Further, you left me a message at 10:37 AM this morning asking about scheduling someone to come to my house. It appears you immediately sent a response to the Revdex.com without giving me reasonable time to call you back and respond to your message. I find this funny, because when you initially contacted me I took a substantial amount of time to go over my problems. It was in the middle of a very busy day and asked you politely to call me back in the morning after you reviewed my issues and my request for compensation. I was clear and specific about a time to call me back, we agreed you would call at that time, yet it took you over a week to contact me again. I was patient, called customer service and documented the issues I was having and had the supervisor note the account and give you a message to call me when you could. The fact that you gave me no where near that courtesy seems unreasonable. Please be aware, I am a business owner, I have internet marketing people & an attorney on staff, the Revdex.com is the first escalation to resolving a problem that could not get resolved within your current management and this has become more about principle than money for me. You will not take advantage of me any longer and will pay for the frustration of providing an inferior product, giving me inadequate service, sending me unprepared technicians and charging me full price for it. Here is where we stand: You can come work on the outside of the house anytime you like. There is no dog and the gate has no lock. When you have buried the outside line properly and determined that there is no issue with it, I will schedule someone to come work inside the house. (Since you have been in the house multiple times, I think it is reasonable to work on that first, since it has been half-assed from the start.) Please provide a breakdown of the credits you are providing to compensate for the improperly functioning product. (I believe you should credit multiple months, in full). To be clear, I am not aware of any resolution to this point, so please quit asking me to close out this Revdex.com file before you accomplish anything. Fix the problems, realize that your company has caused damages and taken undeserved money from me and make things right. I feel punished because I chose to be your customer and that's the polar opposite of what I should be feeling. 

Regards,

Revdex.com #[redacted]
 
We made direct contact with our customer on March 2, 2016 in response to their complaint. We have offered compensation to our customer for the troubles they have endured with their service.  She advised us that she wanted to speak to her husband before accepting any credits and she would call our office back.  Once she reaches back out to our office we will be happy to further assist her.      Thank you for your time and consideration.   Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

August 11, 2014

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

Due to the multiple issues that the accountholder’s spouse brought up in the complaint to the Revdex.com, we contacted the customer directly to discuss the service and billing issues.

We apologized for the poor data service issues, and the customer has agreed to allow us to schedule a service appointment with her at a time that works for her.  Our Field Leadership will contact the customer directly to set up a time with the subscriber.  We advised her that our Field Service Team works seven days a week, and will accommodate her scheduling needs.  The customer has been assured that our goal is to get her Internet service working in the manner to which she expects; and we will also follow up with her after the visit to ensure satisfaction of the performance of our product.  There will be no charge for the service call.

To address the customer’s concerns with her service rate, we will review her account and advise of the options that we can offer should she wish to change the level of Internet service that she is subscribing to.  We are familiar with the $99.00 rate that she referenced in her complaint to your office.  This now expired package included the lowest level of Internet and cable service that we offer, and included a basic phone line.  The client currently subscribes to our Preferred Internet, which is a higher level of service than included in the $99.00 package.   We are optimistic that we will be able to resolve the service issues and answer all of the questions that the customer has regarding prices. 

We also explained to the customer that due to privacy laws and guidelines, we cannot discuss account details with anyone who is not authorized on the account.

We hope this information has been helpful to the Revdex.com. Thank you.

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

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

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July 16, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the service issue with her [redacted] receivers.  Please let me begin with an apology for the problems she experienced while attempting to resolve this issue. The services she subscribes to should be enjoyable and trouble-free.

Research of the customer’s account confirms that a Field Technician visited her home on July 2, 2014 and replaced one of the receivers in the home.  At this time, we do not show that the customer has called to report any further issues.  I attempted to contact the customer by phone to ensure that the services are working to her satisfaction and I am awaiting her return call.  It is our hope that all of the service issues have been repaired and they are enjoying their [redacted] service.  The consumer has my contact information that I have left for her on the voice message and she may call me back to assist her.

Due to the intermittent problems that they have experienced and the scheduling conflicts that occurred, I have applied a credit to her account for one month of service.  This credit will be reflected on her next monthly statement, scheduled to print on July 23, 2014. 

We regret the difficulties the customer has had over the last few weeks and hope that we are able to regain her confidence in our organization.  We look forward to providing her with the excellent service that she deserves and should expect from our company.  If she should require further assistance, she may also contact our Customer Care Center at [redacted].  Thank you.

Executive Resolutions Specialist

Office of the General Manager

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

 

February 4, 2014

 

We would like to thank the consumer for taking the time to file his concerns regarding the

 

balance due on his former Cox account. Please...

let me begin with an apology for challenges that 

 

he has had in receiving answers to his concerns. We take great pride on providing top-notch 

 

customer service to our customers and we hope that the information provided here will provide 

 

him with the facts that he was seeking.

 

I have researched his former account and confirmed the following timeline of events:

 

• 8/11/13—The monthly automated payment (Cox EasyPay) was returned from American 

 

Express. When a method of payment is returned from the financial institution, Cox 

 

immediately removes the method of payment from the account and does not re-process 

 

the payment to prevent further Returned Payment charges to the customer. 

 

• 8/19/13--A letter was sent to the customer notifying him that his account was past due 

 

and required payment to remain active. 

 

• 8/21, 8/23, 8/28, 8/29 of 2013 -- Multiple phone calls were made to the telephone number 

 

on file for the customer to notify him of the past due status of his account. 

 

• 8/17/13--Monthly statement sent; on page 2 under “One Time Charges” there is a 

 

detailed listing stating “Credit Card Denial August 11, 2013.”

 

• 8/31/13--Cox turned off the signal to the modem for non-payment.

 

• 9/19/13--The services were disconnected outside the home at the tap. 

 

• 9/21, 9/23, 9/30 and 10/4 of 2013 -- Calls were made to remind the customer of his past 

 

due balance. 

 

• 9/25/13 -- A letter was sent to the service address notifying of the remaining balance that 

 

was due on the account. 

 

• 10/6/13—No payment was received on the account; it was assigned to KEY Collections. 

 

The debt remains unpaid on the account at this time.

 

We are unable to remove marks from consumer credit reports that were legitimately reported as

 

prescribed by the [redacted]) and the [redacted]).

 

The remark will appear on the individual consumer credit report for a period of up to seven years

 

from the date that it was reported. If the debt is paid by the consumer, it will show as paid-debt 

 

satisfied and no longer an active debt. 

 

It is our hope that the information we have provided will assist in the resolution of his dispute. If

 

he should require additional assistance or would like to pay the final balance on his account, he

 

may call our Customer Care Center at [redacted]. Thank you.

 

 

Executive Resolutions Specialist

 

Office of the General Manager

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

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April 15, 2014
 

We would like to thank the consumer for taking the time to file his concerns regarding the information provided on our interactive guide for the MLB Extra Innings programming.  Please let me begin with an apology for challenges that he has had in receiving the information he was requesting.  We take great pride on providing top-notch customer service to our customers and we certainly do not like to see our customers frustrated when they are seeking assistance. 
 

As requested, I contacted our customer on the phone and he confirmed that he was not receiving the detailed guide information on each of the games that were included in his MLB Extra Innings package.  I researched the matter with our Interactive Services Department and they confirmed that the detailed information was being provided in the guide and that the customer’s equipment may need to be rebooted.  I contacted the consumer back and he was satisfied with this resolution.
 

I apologized for his poor customer service experience and have followed through with the applicable supervisors to provide coaching for our agents in their methods and procedures.
 

I hope that the information I have provided will assist our customer with receiving the detailed game information for the MLB Extra Innings package.  He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us and 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.

 

Executive Resolutions Specialist

Office of the General Manager