Cox Communications, Inc.

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by a service call charge that a representative advised we would not bill. We reached out to the customer directly and resolved the issue and collected all the feedback for...

coaching. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com complaint # [redacted]

Thank you for providing Cox the opportunity to review and address the concerns raised by one of our valued customers. The customer states in his complaint that his Internet rate suddenly changed in February of 2014 without notice.

Our records, however, show that the customer contacted Cox on February 6, 2013 seeking a lower rate for his Cox High Speed Internet service. The notes on his account also suggest that he was upset that he didn’t qualify for certain offers he saw advertised, such as the introductory rate of $19.99 for new customers who subscribe to a bundle of Cox services.  

The customer was transferred to a Supervising Sales Agent named [redacted] who offered the customer a 40% discount on his Cox High Speed Internet (Essential Level) service, for one year. The customer accepted the offer which reduced his monthly rate to $23.99 for twelve months. The discount was even backdated to January 27, 2013 which resulted in a one-time credit of $18.00.

The discount expired as scheduled on January 27, 2014 at which time Cox began charging the customer the full, non-discounted rate in effect at that time for Cox High Speed Internet (Essential Level) service. There are no records of the customer contacting Cox to discuss the increase in his bill. He instead filed a complaint directly with your agency without allowing Cox to address his concern. As with any billing concern or service question, we encourage customers to contact our Customer Service Team at [redacted] for help.  Our agents are helpful, friendly, and trained to address our customers’ concerns.

We hope this information has been helpful to the Revdex.com. This reply will also be provided to the [redacted], in response to the same concern the customer filed with them as well. Thank you.

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

Revdex.com Case #[redacted]   We would like to thank the Revdex.com for bringing this additional information to our attention.  We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers.
 
The Damage Claim issues that the customer refers to in his correspondence to your office is from 6 years ago.  We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department.  Our investigation of the customer’s account does not indicate that ADA guidelines were violated.
Thank you for your time and consideration. *

[redacted] Cox Communications, Southwest Region

Revdex.com Complaint – No. 10086458 – Ms. Maria Horton

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July 3, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the billing problems she experienced.  Please let me begin with an apology for the problems she had while attempting to resolve this issue.  We certainly do not want to cause our customers any frustrations and strive to provide the utmost in customer service. 

Research of the customer’s account confirms the following:

·         June 17, 2014, the consumer spoke with our supervisor regarding the error that had been made when the automatic payment had not been cancelled as was promised. 

·         June 18, 2014, documentation was received confirming the amount of fees that had been charged and a credit was placed on the account to reimburse her in full for said fees as well as a courtesy credit for the problems she encountered.

·         June 20, 2014, a check was drafted for the amount of credits on the account and express overnight mailed to the consumer.

We regret the difficulties the consumer encountered and hope that we are able to regain her confidence in our organization.  Thank you.

Suzi

Executive Resolutions Specialist

Office of the General Manager

June 20, 2014

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Complaint ID# [redacted]
 

We would like to thank the customer for contacting our company via The Revdex.com regarding the charges and billing on his former account.  We are sorry to hear that the customer was unable to get his concerns addressed via our Customer Care center.
 

We’ve reviewed the billing on the customer’s account and found that on April 15th we received a telephone port out request the customer’s telephone number was released to [redacted] on that date and subsequently their telephone service was disconnected.  On April 29th the customer requested the closure of his internet service.  This was closed as requested on April 29th. 
 

The last payment we show as being received from the customer’s [redacted] on file was withdrawn on April 20th in the amount of $117.43.  This covered service charges from March 26th to April 25th.  On May 9th an unreturned equipment charge for the telephone/internet modem was assessed to the account in the amount of $122.00.  We received this equipment on May 31st and subsequently the charge was reversed leaving a credit balance of $3.78 on the account. We have submitted this credit balance for disbursement as a refund check mailed to the customer. We do not show any record of Cox receiving payment for this equipment and if the customer finds that we’ve taken any money other than the final payment of $117.43 on April 20th that he dispute this charge with his credit card company directly as we have no record of this payment.
 

We thank the customer and the Revdex.com for the opportunity to respond.
 

Sincerely,
 

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

January 25, 2016-- Revdex.com rebuttal [redacted]
We are sorry that the customer was not happy with the information that we provided to your office.  While the client believes that her service was shut off unfairly, our Collections Team assessed and addressed the account balance in accordance with the guidelines that our company has in place. 
All customers are given equal and fair treatment in relation to past due balances.  While our Billing and Collections Team does have the ability to grant extensions for payments in extenuating circumstances, our Customer Service Department cannot make payment arrangements if a customer has more than one returned payment within a billing cycle. As we stated in our first response to your office, our Collections Department is the only team that would be able to grant an extension for payment to her account.
 
While the fees charged for reconnection and late payments are considered valid, we have removed the December reconnection fee and the late fee, as a courtesy.  
We hope this information has been helpful to your office.  Thank you for the opportunity to assist a customer.
 
Catherine/ Cox Communications Executive Offices/ Arizona

Although they have contacted me and sent someone out to resolve the issues, the company is aware that the services I paid for were not what is considered acceptable, even by their standards. 
I have been told this repeatedly by everyone from customer service to the field technician. I have also supplied recent video of the ongoing issues  as proof of the problems we have been having with the service.
For now, I need to wait and see if the current changes to the wiring were successful, however, I have not heard anything about crediting my account for the ongoing, poor service that I was charged full price for. 
Until the financial issues is resolved, I would hope the Revdex.com will not close this complaint. Providing a television service that is practically un-watchable and charging full price for it does not seem very fair.

I have been with Cox Communication for years.

The initial rates were $90 for a bundle (internet, cable and landline). I am now paying $175 !! Each time I call Cox to see what if anything they can do to keep within budget, I am told if I choose to remove the worthless landline (I have unplugged due to all the unwanted solicitation calls I receive- 10+ Per day no exageration) I

Am threatened with even higher prices!!! I think the consumer should have the option to go with another service provider however, Cox has a monopoly in the area in which I live- and would like the FCC to step in and improve and/or revise their policy as it pertains to protected territories. Technology has changed & improved, and the only one who benefits from this outdated rule is Cox. It's time to deregulate this hungry, greedy smug business that laughs at the consumers face, because there's not a damn thing we can do.

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.Since this issue has been closed with Revdex.com, Cox has now billed me for the tech's time to resolve the issue that they needed to fix on their end for the service to run properly.Regards,

After several attempts we were able to successfully make contact with the customer to address her concerns.At this time we currently have a service appointment scheduled to come out at the customer's earliest convenience. We have also arranged a date and time with the customer for a follow up call to ensure we have successfully resolved her issues and concerns.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.Sincerely,

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

Revdex.com Case# [redacted]
 
We appreciate the customer’s honesty and transparency regarding their frustration. Please know our Premier Internet Service, which currently offers download speeds up to 150 Mbps as of 2016, has had several speed increases over the past several years. When the download speeds for Premier Internet increased from 22 Mbps to 50 Mbps in January 2013, a DOCSIS 3.0 Cable Modem has been required to support the increased speeds. Although, Cox subscribers with a DOCSIS 2.0 Cable Modem can still subscribe to Premier Internet if they choose for other product features specific to this package, consistent download speeds over 25 Mbps were not guaranteed due to the limitations of the DOCSIS 2.0 technology. Regretfully our system is limited to an 18 month period so we cannot provide the documentation he has requested but as previously mentioned; Cox customers were notified on their statements about the increase. We also provided in-browser alert notifications to our customers as well.
 
While we certainly recognize our customer’s frustration, we feel that the appropriate amount of compensation has been provided to him and that we have done all that we can do to assist regarding his concerns.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

July 8, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding Internet pricing.  Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her...

our contact information for further questions on this matter.  The customer state in her complaint that she was not advised of the difference in price on the levels of data service.   We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $5.00 would not pertain to her situation.  The customer is currently receiving a discounted price of $54.99 per month for the Preferred Internet; as the regular monthly rate is $66.99.    This special priced campaign is valid through May 21, 2016. We hope this information has been helpful to your office, as well as the customer.   We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $144.00 discount over the course of the year.  As always, we appreciate the opportunity to assist a valued customer.  Thank you.  [redacted]/ Cox Communications Executive Offices/ [redacted]

We would like to thank the customer for taking the time to share their concerns regarding their experience. It is certainly not our...

intention to cause any frustration.We have contacted the customer directly on Aug 1st, 2nd and 3rd to address their concerns and provide a successful resolution, however, we have been unsuccessful in reaching them.  We have successfully completed the service order to upgrade the internet service and have verified optimal signals from the equipment.  This service visit was completed at no charge for the customer.  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 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.

We have been in communication and we are working out the details of the resolution. As soon as that resolution is worked out and provided to me in writing, I will let Revdex.com know.

Regards,

We would like to thank the customer for taking the time to file their concerns regarding their Internet service.  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 Internet service, we did attempt to reach them at the telephone number they provided to us 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.
 
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

April 21, 2015—Revdex.com complaint # [redacted] We were sorry to hear that a former customer is unhappy with our company. Due to the concerns that the former subscriber brought to your attention, we attempted to reach him by phone.  While we were not able to...

speak to him, we did leave him a message and invited him to call us at his convenience.   Should he decide to call us back, we will be happy to discuss his concerns. We also brought his complaint concerns to the attention of our Store Supervisor and Manager for further review.  Thank you for the opportunity to assist.  [redacted]/ Cox Communications Executive Offices/ Arizona

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.
 
We have attempted to contact our customer directly at the e-mail address and telephone number provided on 5/27/16 and 6/2/16. Once we are able to verify the account, we can address their concerns and provide a successful resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

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

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July 17, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the problems she experienced when making a payment arrangement with Cox.  Please let me begin with an apology for the difficulties she had while attempting to resolve this issue.  We certainly do not want to cause any frustration and strive to make scheduling a payment arrangement as simple as possible for our customers. 

Research of the customer’s account confirms that the customer called on June 14, 2014 to schedule a payment arrangement with our Collections Agent for a payment to post on June 27, 2014.  Due to a keying error, the payment was processed early on June 15, 2014.  The consumer called our Collections Department and spoke with our Supervisor and she credited the balance due on the account for $31.09 due to the error made.

The payment was returned from the bank on June 25, 2014 and the customer was charged a returned payment fee of $25 on her Cox account and the amount of the payment that was returned was due.  To help resolve this issue, we have credited both of those amounts on the customer’s account today and these credits will be on the next bill scheduled to print on August 2, 2014.

We regret the difficulties the consumer had and we hope that we are able to 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 [redacted]. Thank you.

Executive Resolutions Specialist

Office of the General Manager

Revdex.com Case # 11294132
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 Case # [redacted]
 

size="3"> 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 on 5/2/16 and 5/5/16. Once we are able to verify the account, we can address their concerns and provide a successful resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region