Cox Communications, Inc.

We were sorry to hear that the customer filed another complaint regarding her Internet service.Because the customer concerns are related to Internet issues that she brought up in her January Revdex.com complaint, as well as in her Attorney General complaint in February; copies of these responses...

have been forwarded to the Revdex.com for review.  Due to the fact that the correspondence does contain personal information, the responses will not be posted via the Revdex.com website.Our records confirm that although the customer has been active with our cable and Internet since June 2010, we have no recent service calls on record for her.  Our last visit to the subscriber’s home was in January 2013 for cable reception concerns.  We do suggest that the subscriber contact our Technical Support Team for help with service issues.  We can be reached by phone at ###-###-####Call: ###-###-####, and we are available 24 hours a day, seven days a week, and 365 days of the year.  If our Technical Support Staff cannot resolve the issue by phone, we will send a trained and qualified technician to the home to investigate and resolve the issue. Our Home Service Technicians work seven days a week and we offer convenient two-hour time frames.   While our company always appreciates the chance to address a complaint via the Revdex.com, we would like to be given the opportunity to resolve the issue. It is our best interest to provide our subscriber’s with the service that they expect, and deserve. We hope the customer will contact us and allow us to assist her.  Thank you.[redacted]/Office of the General Manger/ Cox Communications Executive Offices/ Arizona

September 9, 2014

 

Revdex.com complaint # [redacted]

 

We were sorry to hear of the delay that our customer recently experienced with the connection of his Internet service.  Due to the complaint filed with the Revdex.com, a thorough investigation was...

completed on the account.  Our records indicate that because our technician could not locate the cable line in the outside pedestal, the installation was not completed as originally scheduled.

 

Our records also confirm that our Field Team was able to connect the line for the customer on the 5 of this month, and the customer’s service is up and running.  We want to advise that normally in a situation such as this, the customer would be notified of the problem and advised of the estimated time of repair.  We were distressed to hear that the customer was given the wrong information from our Care Center agents.  We want the Revdex.com to know, as well as the customer, that this feedback has been forwarded to the appropriate leadership for further review.  We have also credited the installation fee, and the first month of service in lieu of the delay he encountered with activating the data service.

 

We hope that this information has been helpful.  Our company always appreciates the opportunity to assist a valued subscriber.  Thank you.

 

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

 

May 3, 2016—Revdex.com rebuttal C[redacted]--# [redacted]
We were sorry to hear that the customer was unhappy with our response to your company.  We continue to work directly with her regarding the blocked email concerns that she brought to the attention of your office.  Thank you again for the opportunity to assist.
Catherine/ Cox Communications Executive Offices/ Arizona

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. Feedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.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

Revdex.com Case # [redacted]

size="3">It is our goal to provide our customers with exemplary customer service.  We regret to hear of any inconvenience that our customer has experienced with their services.  We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution. As always, 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

March 27, 2014

Revdex.com complaint # [redacted]

We are sorry to hear that one of our customers is experiencing confusion with their services and billing.  It is never our intention to cause problems for any of our subscribers, so we apologize for the inconvenience experienced with our company.

Because of the complaint filed with the Revdex.com, a thorough review was completed on the account.  Our records indicate that in August of last year, the subscriber agreed to put his Internet service on seasonal, rather than disconnecting the service.   Our records also confirm that the Internet service remains on the seasonal rate.  While we cannot disclose personal account information on the Revdex.com website, we are attaching the Seasonal Rate Guidelines.

·        You may place services on hold at any time during the year.

·        Different services may be placed on hold at different times. However, discounts only apply when multiple services are placed on hold at the same time.

·        You may enroll for a minimum of 30 days and a maximum of 9 months.

·        You may enroll in this program up to twice each year.

·        TV and Internet services are reactivated for free when you return home. There is a $10.00 charge applied when restoring Telephone for customers who only subscribe to this service.

·        After removing your services from this program, you may enroll again after 30 days.

Notes on the account from November 4, 2013 indicate the customer chose to keep the seasonal rate, rather than turning the service off.  We do not have verification of a request for disconnection for service from the subscriber.  For additional details on the account, we suggest the customer contact our Customer Service Department at [redacted].  We hope this information has been helpful to the Revdex.com.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

December 28, 2015

 

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Revdex.com complaint Nunez-# [redacted]

 

We were sorry to hear of the distress that the customer

recently experienced with our company. 

 

Due to the gift card situation, we contacted the customer to

speak with him directly.   Although we did not reach the customer, we

left a detailed message with our contact information.  Our records confirm that our Customer Service

Team was able to resolve the matter with a  direct credit to the client’s account.  We advised the customer to contact us

directly with further concerns on the matter.

 

As always, we appreciate the opportunity to assist a valued

subscriber.  Thank you.

 

Catherine/Cox Communications Executive Offices/ Arizona

December 16, 2015

 

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Revdex.com complaint# [redacted]

 

We were sorry to hear of the difficulty and confusion that

the customer experienced. 

 

Due to the installation and service issues that the customer

brought to the attention of your office, we contacted the customer directly and

sent one of our Goodyear Field Supervisors to assist the client directly.  We were able to investigate and review the

billing concerns that the subscriber had as well, and the customer is very

happy and satisfied with the service that we provided. 

 

Thank you as always, we appreciate the opportunity to assist

a customer.

 

[redacted]/ Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted]We sincerely regret any inconvenience that our customer has experienced with the Cox services.On May 27th, 2015, we were able to successlly make contact with our 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

I am a Cox Communications customer. I depend upon email for my business. This week, they were down 4 days. Tuesday they were out for a complete business cycle. They are offering no explanation, no compensation, even though they are down at least once a week. What is going on now is completely no way a company should act. They are not providing service, their customer service is terrible-I was told "It's just an outage, you will have to pay for the full month".They are scrubbing the internet clean of any comments and please answer to me how a corporation can have an A+ rating when 94% of the reviews from customers are negative. Does that make sense. Can an employee score 6% on their annual review and still expect to have a job?This is not right. And who is going to recognize that the people who are paying customers of Cox Communications are losing business daily, and no one is reporting what is going on.

Upon receiving the customer's additional response, we attempted to reach them again by telephone on July 20, 2015, at an alternate contact number listed on the account instead of their Revdex.com complaint. We were unable to speak with the customer but we were able to leave a voice mail message. The customer contacted us via e-mail advising that he had received our voice mail message but requested our response to his inquiry be sent in writing. A letter has been sent to the customer's home to address their concerns with the billing. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #[redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone...

number provided. 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. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

While it is true, I am now aware of what is going on (I was called today at 10:43 am), why did it take a Revdex.com complaint for Cox to do its job properly.  No where in their response do they take any responsibility for their errors, the time it took to get this finally addressed, the time I wasted, just to get proper service.  This response is basically "Ok now that you told on us, we are going to do our job".  I still don't have the credits promised for the router and I may be going several more weeks while waiting for the service that I pay for to work properly.  
 
Today's call was the first time that Cox reached out to me, even though during several previous conversation I was told I would be kept in the loop and followed up with.  A credit for less then 1.5 months of service for service that by the time this finishes will not have worked for 4-5 months is not acceptable.  On top of your other broken promises.  If Revdex.com would like copies of the chats, I have them.

Revdex.com Case #[redacted] We are sorry to hear our customer was having technical issues with his Cox services. We scheduled and completed a service call. The customer’s technical issues were all addressed. We have recently attempted to contact the customer by telephone but were not able to...

speak to the customer. The customer has contact information for our office as well as the field technician to ensure if any further concerns need to be addressed we are available for him.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]

size="3"> 
We regret to hear of any inconvenience that our customer has experienced with our company. 
 
As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended.
 
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 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

We were sorry to hear of the delay that the customer experienced with our company regarding her refund. Due to the concerns that the customer brought to your attention, we spoke to her directly regarding the difficulty that she has experienced in receiving her refund in a timely...

manner.  We contacted our Accounting Department and requested that a check be drafted and sent to the customer as soon as possible.  Our Accounting Team agreed to process and expedite the refund for the customer within 72 hours.  We sincerely regret that the customer did not get her refund check as quickly as she should have.  We appreciate the opportunity that the Revdex.com has given us to assist this customer.   [redacted]/Office of the General Manager/ Cox Communications Executive offices/ [redacted]

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.

Unfortunately it appears Cox Communications wishes to take zero responsibility for their unprofessional customer service and lack of organization of their customer accounts.  As previously stated, I was repeatedly given false information by their customer service team and still, after even going through the Revdex.com they refuse to take responsibility.  If you read both of their replies both time they point blame at myself and yet never once acknowledge their poor service and disorganized conduct.  Cox Communications needs to take the time to train their staff to properly read customer account information.   

Also, I am still waiting for Cox Communications to acknowledge my previous response where I stated had faxed over the supposedly "missing" payment information from January showing it had been withdrawn from my checking account.  They are showing a zero balance on my account, but I am showing I am overpaid 75 dollars just to protect my [redacted] credit score they were threatening. I have sent them proof, yet they refuse to acknowledge.  Extremely unprofessional company. 

Regards,

April 4, 2014 Complaint ID#[redacted] We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly pricing concerns. While we enjoy hearing from our valued customers we are sorry to learn that the customer believes they were misled regarding...

the promotions on his account.  It is our hope that the information provided in this response will help to clarify our company’s position on this matter.  On January 15th 2013, the customer enrolled in our 24 month Pk Lock Guarantee (PLG) service agreement. This agreement protects the customer’s selected services from normal rate increases. This agreement is not extended to any special pricing or promotions the customer may have. There is a prorated $240 Early Termination Fee if the price protected services are disconnected prior to the end of the agreement. This ETF is reduced by $10 for each month of active service that is maintained. On the monthly billing statement each item protected under the PLG is notated as well as the pricing that is protected under the agreement.  Special notation is made of any promotional pricing.  We are sorry if the customer was unclear on this.  On April 1st a $25, six month discount was applied to the customer’s account. While we cannot continue the 50% 12 month cable television discount he was on previously or waive the valid ETF, we hope the customer sees this as a gesture of our willingness to retain him as a valued customer.  We thank the customer and the Revdex.com for the opportunity to respond.  We are always available to our valued customers at 623 594-1000. Thank you. Respectfully,  [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Revdex.com Case # [redacted]
We regret to hear our previous interaction did not sufficiently address our customer's concerns. Please know we are currently working with our IT Department regarding the information displayed on our customer's online profile. We will provide an update to our customer directly once it has been addressed internally.
Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region