Cox Communications, Inc.

Revdex.com Case # [redacted]

We appreciate the customer’s honesty and transparency regarding this matter. It is certainly not our intention to cause any frustration.
 
We have contacted the customer directly on 4/18/16 to address their concerns and provide a satisfactory 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

Thank you for the prompt response. I will update the complaint as soon as I get a confirmation from the Credit and Collections Team, as well as the credit reporting agency.

I have not received any call or message please contact me at [redacted]

 
A

I’ve been a biased Cox customer for over 5 years now but their customer service and focus has been deteriorating. The internet truly isn’t THAT fast. With streaming, gaming online, and listening to music or playing youtube videos, there’s lag every so often. I went through a similar experience last year due to a transfer that was not fulfilled correctly and delayed services turned on for only a couple days. The moment Google fiber becomes available or another internet provider with as much mbps down, I will have no hesitation to make the switch.
Here’s my current experience…
September 9th 2014 Call contacted #1:
I called Cox to do a simple transfer to my first bought home. It’s already a high stress time with the move. I called to only ask for a transfer. The rep began pitching me a sales about TV and Phone. I advised I don’t watch any TV because I am a gamer. He continued to ask if I use any of the streaming apps, I again advised No and that I just stated I am a gamer only. I advised to get back to my transfer request otherwise it’ll really irritate me, I didn’t want any services. He said okay BUT I just want to be sure you understand because most people jump on this deal. I said again, that’s great, I’m not most people and I’d like to go back to talking about my transfer, again before this annoys me. He said okay no problem BUT I just think it’s strange when someone says no to the package. I said “thank you for thinking I’m strange” & hung up!
September 9th 2014 Call contacted #2:
Simple – I told the rep I just hung up on the last guy and I just need my service transferred for “next week”. He said okay, looked up the account, asked for the date. I specified September 19th. He completed the work order. That’s all. I thought I was golden and prepared.
WRONG!
I received two emails following that call. One stating my requested cancel date was 9/9/2014 and my new service is ready “immediately”. I was in disbelief.
September 9th 2014 Live Chat contacted #3:
At this point, I’m too annoyed to speak to another person. I decided to chat live. I merely asked what those emails meant because I was very confused since I requested it for the 19th. The chat rep did confirm they cancelled and turned on the new service on the wrong date but said I had to contact customer care. Awwwweeesome.
September 9th 2014 Call contacted #4:
Immediately requested a manager. Rep asked for brief explanation, I gave it to the rep. They sent me to customer care. A rep answered, I asked if it was a manager. No but they insisted they could help. I let them. Stated to have the problem corrected and everything was ready for the 19th. End call.
On the 19th, my family and I were too excited and exhausted from the entire move we didn’t care for internet. On the 20th, my fiancée and I attempted to plug in the modem expecting to get the kids and ourselves up and running quickly. No. No internet access.
September 20th, 2014 Call contacted #5:
The rep attempted to assist for a while until questioned if the services was in fact on before wasting any more time. The rep advised, no, the work order was not done. Advised the soonest tech couldn’t be out until the 24th. Unbelievable. The rep did advise a manager will call on the 21st to advise whether or not it could be done that day.
Next day, no manager phone call at all.
September 22nd, 2014 Call contacted #6:
I called cancellations to end my services. They sent me to the tech side to see what can be done. They had nothing new. I said send me back to cancellations. The new cancellation rep advised she’ll credit the account and am I entirely sure if I don’t want to wait a few days for the service. I caved in knowing I have a camping trip this weekend and my home was still a disaster from the move. I couldn’t do anything different at this time. End call thinking my internet would be turned ON AND WORKING on 9/24/2014.
Wrong again…
I looked online just out of curiosity to see what my account displayed. To my surprise, I was charged $30 for an activation fee. WHAT IN THE WORLD. ACTIVATION FEE? For what?! The service that they never activated. At this point, dealing with all of this during a stressful time, I was livid. I get it, it’s just internet. But it’s THEIR job they are doing poorly.
September 22nd, 2014 Call contacted #7:
I contacted billing this time. I got a diamond in the rough rep to talk to. (I know that terminology because my fiancée has been an AT&T Uverse rep for years and now doing QA for Asurion) This rep was amazing. Totally understood the issue, advised to waive that ridiculous fee and then comp the entire month of service due to the experience. I was so uncontrollably happy. Also advised my internet would be ON AND WORKING on 9/24/2014. I have been looking forward to this and so have the kids.
September 24th comes along. I had work all day, came home, attempted to connect, nothing happened. I immediately had to go to PV early and I am stuck in class all evening wondering if the work order was completed so I decided to live chat again.
September 24th, 2014 Live Chat contacted #8:
I so kindly asked the rep if my work order was complete because I’ve been waiting for 6 days for them to correct the issue and turn on the services. The rep advised they see the problem. My heart twitched in irritation. They only did part of the work needed today and the other half of the work would be done tomorrow. I am completely taken back at this.
This has been the worst experience ever with nobody fulfilling their word. I would NEVER recommend Cox to anyone due to this horrible customer service. I’ve posted this on facebook for over hundreds to read, wrote my negative experience on Revdex.com, and will tell a long tale to every person I meet in person.
Congratulations Cox and thanks for being the worst at customer service 2 years in a row.

Revdex.com Case #[redacted] RebuttalWe would like to thank the customer for bringing their additional comments to the attention of our office.  We have reached out to our customer on several occasions and have left messages in an attempt to connect with him.  Our field leaders were at our customer’s home on 10/14 and were not allowed access to our customer’s home for onsite trouble shooting.  While onsite all of the exterior levels were checked and no problems were found.   Our field leader left his direct contact information with our customer so the customer can call him when he is available to have someone come out to troubleshoot in his home.  Thank you for your time and consideration.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

My Internet has been down since 3pm yesterday. First rep said its was due to a CAR ACCIDENT and would be up by 9pm yesterday. Second rep said they DON'THE KNOW why. Third rep said my router is BROKEN 4th rep said he cant see my router AT ALL and they will send a tech out but won't be here till thursday.. 30 hrs and counting.. I wish I could say this was the first time iv been lied too..Cox is the only service my apartment allows. Let's just say I'll be moving next year.

July 7, 2015Revdex.com complaint # [redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing.  Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates...

were locked with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months.  Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request.  We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns.  All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted].  We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number.  We did leave messages and our direct contact information should the client need to contact us directly.  We hope this information has been helpful to the Revdex.com.  Thank you.[redacted]/Cox Communications Executive offices/ [redacted]

Revdex.com Case # [redacted]
 

size="3"> 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.
 
Upon receiving our customer’s complaint, we had partnered with our Billing Support Department regarding the promotional discount. As of 8/16/16, the ticket has been resolved and the discount is now available to be properly added to their account. Our Giga-blast Sales Team has advised us they will continue working with the customer directly but we will continue monitoring the order and follow up to ensure everything is successfully resolved.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

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 are sorry to hear that the customer is experiencing stress regarding the placement of the equipment in the public easement...

adjacent to his property. Due to the concerns that the customer brought to the attention of your office, our Construction Leadership Team has contacted the client and will work directly with him to answer his questions regarding the situation at hand. 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] We are sorry to hear our customer had issues with pricing information. We were able to make contact and verify the account. The customer’s concerns and been addressed and we were able to come to a successful resolution.  Thank you for your time and...

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

April 1, 2016—Revdex.com complaint# [redacted]—Lisa R[redacted]
Due to the...

concerns that the customer brought to the attention of your office, we contacted both our Corporate Office and our Damage Claims Department for information.  We spoke to our Customer Care Managers as well as the Damage Claim Team Leadership, and reviewed all documentation of the situation that occurred.   Our records confirm that after a thorough investigation by our office on the damage claim, we could not find fault with our installer on the concerns that the customer brought to the attention of your office.  We hope this information has been helpful to your office.  Thank you for the opportunity to address these concerns.
Catherine/ Cox Communications Executive Offices/ Arizona

April 28, 2014

face="Calibri">Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that the customer experienced with payment on his account. 

In the complaint filed with the Revdex.com, the subscriber is asking for our company to eliminate the $170.00 bill he has incurred.  The customer also requested that we wait until April 2 for his payment.  (We believe the customer intended to ask for payment arrangements for May 2.)  

We are unable to eliminate the $170.00 bill as the charges are valid, and we have no support to waive this bill.  While our Billing Department is able to set up payment arrangements with customers under specific circumstances, our records confirm that the subscriber has already made arrangements with our Collections Department.  Because the customer has already discussed payment arrangements and the disconnection work order was extended through [redacted] on our Collection Team, the subscriber is obligated to the prior agreement that he has already agreed to with our Collections agent.  

We sincerely regret that we were not able to give the answer that the customer hoped to hear.  We always appreciate the opportunity given to us by the Revdex.com to assist a customer.  Thank you.
 

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

We would like to thank the consumer for taking the time to file her concerns regarding the overpayment on her Cox account.

'Times New Roman', serif;">  Please let me begin with an apology for challenges that she has had in resolving this matter.  We certainly do not want our customers to experience such frustrations while trying to amend an overpayment on their account. 

Upon receipt of the complaint from the Revdex.com on February 25, 2014, I began research of her account and found that the customer had erroneously been set up on our EasyPay on January 27, 2014.  Her January statement had printed, advising the customer not to send a payment because the payment would be processed on February 18, 2014.  However, the customer made a manual online payment on February 17 and then the automated payment processed on February 18, 2014 causing a duplicate payment. 

I confirmed with our [redacted] in our Account Services Department that we had completed a payment reversal on February 21 for the overpayment in the amount of $268.24.  On February 25th, [redacted] called and confirmed the $268.24 was credited to the customer’s Bank of America account on February 25, 2014.

Cox always strives to be a leader in customer service.  We certainly regret any inconvenience this has caused and were happy that we were able to reverse the funds back into the customer’s bank account.  I have applied a credit in the amount of $25 as a courtesy for the problem that occurred.  The customer will see this credit reflected on her next Cox statement.  Also to confirm that she is no longer enrolled in the EasyPay automated payment system.

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 has been a loyal Cox customer for over seven years 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

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.So long as they send me a check what they owe me I will be satisfied.  I'm still baffled why I had to go through all this.  I do feel I would have got the runaround had I not opened up a case with the Revdex.com. Regards,

Revdex.com Case # 10850323 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.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

Since my last writing, Cox Communications has gone above and beyond to rectify my problems. I am now receiving the best customer service I have received from this company. Thank You to the Revdex.com for bringing this complaint to the management at Cox. And Thank You to Cox Communications for resolving all my issues and supplying me with the kind of service I expect from an award winning company.

I received the return box but I am not paying for that month. I had [redacted]. I cancelled with you guys. You cannot prove that I didn't cancel and I know I cancelled and I mailed a letter after I started getting calls from you. So it is not we just say you owe it pay it. You have to PROVE it and I was not using your services at that time. I have been with ACN ([redacted] provider) for months now. I am not paying what I dont owe. I did get your box FINALLY after filing this.

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 were able to successfully...

resolve the issues and concerns specified in there 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

I have indeed received 2 phone calls from Cox, the first they left a voice message to return the call but only left one digit of the phone number, not overly useful. I attempted to call back on the number that they used to call but got nothing more than a generic Cox welcome and and placed on hold (yet again). The second call back left a full number which I promptly used, turned out to be an automated answering machine to take a message for yet another call back, it was not a direct number to a human being. This is more example of the frustrating customer service, even when trying to resolve the issue, customers are subjected to lengthy holds or answering machines.  
I am an attorney that values his time, the amount of time attempting to resolve the issue is inordinately frustrating, an hour+ on a chat line on Cox's support page the night the complaint was filed, 48+ minutes on the weekend, through 2 holds, 2 different support personnel, to finally get information (that conflicted the information received on their chat support) to finally resolve the loss of service, and now the run-around on a supposed Revdex.com resolution.
In the end, they still do not accurately portray system outages, still do not warn customers when a KNOWN outage is going to occur, and still subject customers to ad nauseum holds when phone support is attempted.
No, there is no resolution as of yet, my complaint stands and is bolstered by continued inept customer relations.

July 7, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the former customer is experiencing difficulty with her final billing from our company.  We would have preferred to call her, but have no phone number on file to reach her.  Should...

the customer choose to provide your company with a phone number or email address, we would be happy to contact her. Due to the concerns on the charged modem on the bill, we reviewed the ledger and confirmed that the equipment fee was removed from her account on June 25, 2015.   We hope this information has been helpful, and again invite the Revdex.com to advise us of a contact number should the customer wish to be called.  Thank you for the opportunity to assist. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]