Cox Communications, Inc.

Revdex.com Case #[redacted]

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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 our company. 

We have contacted the customer directly to address their concerns. At this time we are currently working with our Marketing Department regarding their inquiry but we are confident we will be able to provide a successful resolution.

Thank you for your time and consideration.

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

June 22, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his recent tech visit.  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 concern in a satisfactory manner by dispatching one of our partners out to his home and addressing his claim.  The customer is satisfied with our resolution.  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

May 6, 2016—Revdex.com complaint# [redacted]
...

We were sorry to hear of the confusion that the customer experienced with his account.  Due to the concerns that he brought to the attention of your office, we reviewed his account.  Our records indicate that the equipment was removed from the account, and the client has no charges on his ledger for the mini box.  Our records also confirm the customer has disconnected his service and no longer subscribes to our services.
Should the customer have any further questions regarding his account or billing, he may contact our Customer Service Department at [redacted]. 
Thank you for the opportunity to assist the customer.
Catherine/Cox Communications Executive Offices/ Arizona

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

May 6, 2014

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We would like to thank the consumer for taking the time to file his concerns regarding the Early Termination Fee (ETF) he was charged on his former Cox account.  Please let me begin with an apology for challenges that he has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.    
 

The customer contacted Cox by phone on January 10, 2014 and signed up for the Cox 24-month Price Lock Guarantee.  The Price Lock Guarantee (“PLG”) locked the customer’s rate for specific Price Lock services at no higher than the non-discounted retail rate in effect on January 10, 2014 for the duration of his 24-month contract term.
 

Prior to adding a Price Lock to a customer’s account, Cox representatives read a mandatory script explaining which services are price locked, the term of the price lock contract, the amount of the early termination fee (ETF), and how to opt out or cancel the contract within 30 days, without incurring an early termination charge. The Cox representative informs the customer that a copy of the PLG contract is available online 24/7 at www.[redacted].com and will also be included in the customer’s next billing statement. The customer is required to confirm their acceptance of these terms and conditions prior to being enrolled in a Price Lock offer.  The customer did receive a copy of the Price Lock contract with his January 12, 2014 billing statement.   
 

We apologize if there was a miscommunication regarding this offer.  If the customer should return to the valley next year, we ask that the he carefully review his billing statement for the information provided so that he can contest the PLG within the 30 day dispute timeframe.  We understand that the customer was only staying in the Phoenix area for the winter months and returning back to his home in Minnesota for the summer.  Due to the misunderstanding, Cox releases the customer from the terms and conditions of the aforementioned agreement including the ETF.  A credit has been placed on his account for the ETF in the amount of $215.62. 
 

The customer has a credit balance on his account in the amount of $29.23 and a refund check will be mailed to his summer home in four to six weeks.  We are sorry for the inconvenience this has caused our customer.  We hope to regain his confidence in our organization.  If he should require further assistance, he may contact our Customer Care Center toll-free at ###-###-####.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

July 7, 2014

 

Complaint ID# [redacted]

 

We would like to thank the customer for contacting our company via the Revdex.com regarding the modem charge applied to their account.  We regret the difficulty the customer has experienced in their attempt to have this...

matter resolved.

 

We’ve reviewed the account records and found confirmation that the modem charge was to be removed per a supervisor.  We have applied a credit of $89.99 (plus tax) to the customer’s account.  This credit will be reflected on the customer’s next monthly statement.  Thank you once again for allowing us the opportunity to respond. 

 

Respectfully,

 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

June 25, 2014

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Revdex.com complaint # [redacted]

We were sorry to hear of the difficulty the customer experienced during her recent connection of service.  We contacted the customer directly by phone and email to inform her that that the installation fee was removed, and her monthly rate was corrected to the amount that she was quoted. 

We hope this information is sufficient for the Revdex.com to close the complaint.  A copy of your letter to the customer will be forwarded to the Revdex.com for their records.  We ask that due to the personal information on our correspondence, that it not be posted on the Revdex.com website.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

December 6, 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 the customer directly.
 
Unfortunately our attempts to follow up with the customer were unsuccessful. 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 had nothing but bad luck with Cox Communications from the start. Bad connections in two different locations, three routers that would not send a signal to my television 3 ft away from it. Now I went online to have services moved and got confirmation that it would be a Saturday setup in my new home across town. I waited half the day and called in, they hadn't heard of any such work order. Then I'm told that it will be next Thursday. I plead my case and they say they'll squeeze me in for later that day. I am to wait for 15-20 minutes to get the time. 1.5 hrs later I call in again and am told they have no appointment, and Thursday is the best they can do. I have had the aforementioned problems before, even turned them into the Revdex.com 6 years ago. Here in this apartment, I had to wait 5 days for them to fix a connection one of their other techs screwed up with someone else's account! This was the last straw. I've only had their service lately because they were the only game in town regarding internet in my area. Next time I will simply go without. They have lost a customer for life and I will be happy to tell anyone I know about my experiences with them.

May 5, [redacted]

Cox Communications

Atlanta, GA [redacted]

Patrick ** E[redacted] – President

Re: Inaccurate Billing / Non-Customer Service / Unprofessional

To Whom It May Concern:

Here we go again with this company!

This notice and compliant is in reference to the aforementioned subject matter. Here is the latest adventures at “cox communications”, On April 22, [redacted], I called the automated system at “cox communications” to pay my bill, which displayed $107.81. I paid that amount and concluded my call. On May, 1, [redacted], while watching a basketball game on one of the cable channels, the cable clicked off and the message displayed, “Sorry, subscription is required to enjoy this program. Please call cox customer service at 866-961-0652 to subscribe”! I then called into discuss this issue with the technical support department only to confirm that I not only had a $0 balance due on file with them but a $50 credit for over payment! The representative informed me that they have been experiencing this type of problem all month and that, “top leadership in the company are aware of it.” After the representative reset my system from their office by sending a signal to my cable box, the cable was back working again and simple apology! On May 3, [redacted], the same issue occurred again, while watching a program, the cable clicked off again, which I went through the same process by calling the technical support department. Again, the automated system confirmed I had a $0 balance due and further that I had a $50 credit on file. The next representative reset the cable box from the office and sent a signal to the cable box in my house to get the cable turned back on. The representative also advised, like to previous representative said, that “top level management is aware of the issue”. The representative also offered to give a $16 credit because of the non-service I had not been receiving because of the issues with the cable. This would mean I had a $66 credit total ($50 + $16)!

On May 4, [redacted], I attempted to log onto the internet only to find that my internet was not working and was, in fact turned off by cox communication! So, I called to speak with a representative in the internet department [Theron, ID# [redacted]], who was THE ABSOLUTE WORSE INDIVIDUAL OF CUSTOMER SERVICE THAT I HAVE EVERENCOUNTERED IN MY LIFE]!

This representative for cox communications informed me (gladly) that the internet was turned off due to a past due balance of $121.83 that was not paid! He also informed me that I had not paid the $107.81 on April 22, [redacted]. This representative of cox communications had no empathy for me as a customer and he could carless about my internet being off! I then asked for a Supervisor, which he was GLAD to transfer me to! I had to call back that week to pay the speak with a Supervisor in the Billing Department who informed me that they did not show the payment in the amount of $107.81 that I paid on April 22, [redacted], via the automated system and that I had to show them that I paid. Additionally, I was told that I had to not only pay the $121.83 that was showing past due but an additional $20 reactivation fee. Needless to say, I had to pay the amounts because I need use of the internet! On May 4, [redacted], I forward a copy of my bank statement confirming that I did, in fact have a payment processed in the amount of $107.81 on April 22, [redacted] by cox communication (see attached)!

I, then received a response back from cox communications confirming receipt of the supporting documents and that my dispute was resolved, however when I called cox communications automated system, it displayed that my $66 credit was no longer available and that I now had a balance due amount of $57! Now this is too much for me and I have got to let the world know the inaccurate and nonprofessional/ noncustomer service I am encountering with cox communications!

Also attached is a copy of another compliant I sent to cox communications about other issues! Now, if you have experienced similar issues or others with this company, please make your voice be heard via your family, friends, social media, Revdex.com and your local newspaper, as I have done!

We have been customers with Cox Communications since September 2014 after discussing an agreement for $75.48 per month until the over charges for services and additional unauthorized billing started. Cox Communications is WELL KNOWN for FALSE, UNETHICAL and SHADY business practice, not-to- mention the lack of notification about price increases! I am a professor at one of the colleges here in Arizona and I will make the faculty and students aware of my experience with Cox Communications if I am not able to get this matter resolved.

Regarding account#, Our Cox Communications bill was and had been $75.48 per month for the last year and was agreed by us. We were not informed at the time the account was set not did we receive any notification from Cox Communications about the additional charges or that our plan had ended. After calling Cox Communications and speaking with a “so called” Supervisor – Kanesha (ID#[redacted]), I learned that this was not a mistake but was Cox Communications’ way of revealing their FALSE, UNETHICAL and SHADY billing practices. This Supervisor also REFUSED provide me with the employees name and ID# I spoke with before her although she was the direct supervisor of the employee! This is still another way Cox Communications is not very transparent in their business practices. Customer Service is not one of Cox Communications strong suits! Additionally, one of the employee I spoke with even admitted that this was a common complaint and that, "YOU DEFINITELY SHOULD HAVE BEEN NOTIFIED PRIOR TO THE RATE INCREASE". My bill went from $75.48 to $80.74 to $95.00 to$98.00 to $109, which was based on discount ending (we were never informed or made aware). Although I explained and advised Cox Communications that we were NEVER made aware of the discount ending or about the price increase, Cox continued with FALSE, UNETHICAL and SHADY billing business practice.

I REFUSE to pay this amount, as it was NEVER authorized by ME...the customer! Threatening us with terminating our services is the last straw! This is the bottom line, I NEVER agreed to or ordered COX services at the ridiculous rate that Cox Communications is trying to charge me for. FALSE, UNETHICAL and SHADY BUSINESS PRACTICES HAVE NO PLACE IN today’s customer service consumer environment. I plan to take my business to [redacted] or [redacted] by November 2015 if I can’t get resolution as they will appreciate me as a customer. My desired settlement is to be given the rate of $75.48 for 1 year with no increases during that time frame and to have the current charges removed as well. Also, an apology would be GREAT!

Sincerely,

Melvin P[redacted]

Concerned Consumer

Cc: Revdex.com

Revdex.com Rebuttal #[redacted]We would like to thank the customer for bringing their additional concerns to the attention of your office.  We performed a thorough review of our customer’s account and we were able to confirm that there was no access or authentication on her account to confirm that she contacted us for disconnection of services.  Because we are required to authenticate disconnection of services with verification of the PIN on the account, any change of service or disconnection request would be automatically documented in our system.    While we understand our customer’s position, we do not have support to issue a credit for the balance on her account in the amount of $70.22.  As stated in our original response, there is not any documentation that our customer contacted us to disconnect her services before obtaining service with another provider.We would like to thank the Revdex.com for their time and consideration in closing this complaint.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

November 7, 2016—Revdex.com complaint # [redacted]
We were...

sorry to hear of the difficulty that the customer experienced with her rates for service.  Due to the concerns that the customer brought to the attention of your office, we contacted her directly to discuss and resolve her matters.  The client told us that Aaron in our Retail Store took care of all of her concerns, set her up with the right services, and corrected her billing.  The subscriber was very happy to work with our store agent.  We did contact the customer directly and ensure that she has our contact information for any further questions related directly to this matter. 
As always, we thank the Revdex.com for bringing this opportunity to our attention.
Catherine/ Cox Communications Executive Offices/ Arizona

We would like to thank the Revdex.com for bringing this client concern to our attention.  A thorough account review has been...

completed and we have been in direct contact with the customer.
 
We determined that while the customer did contact us on several occasions regarding the service issues; she did not allow a technician to her home to address the concerns.  We have advised the client that we do not have support for further credit to her account.  She no longer has active service with our company.
 
We are sorry that we weren’t able to provide the client with the answer that she hoped for regarding credit.  Again, we thank the Revdex.com for the opportunity to address this issue.
 
 
Thomas
Cox Communications

We were sorry to hear of the confusion that our customer experienced while attempting to upgrade his account. Due to the concerns that the customer brought to your attention, we contacted him directly and are working towards a successful resolution. As always, we appreciate it when the...

Revdex.com gives us the opportunity to assist a customer.  Thank you.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 and Internet service. Our records indicate the service repairs were resolved the...

same day we received the complaint on June 19th, 2015. We have attempted to contact our customer directly at the e-mail address and telephone number provided. We have left our contact information for the customer to call back if they would still like to speak to us regarding their experience. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding the cable services.  Please let me begin...

with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.
As you are aware, Cox has been phasing out its analog video service to Arizona subscribers, and will soon complete the change to an all-digital format.  This initiative to reclaim analog video space on our network in order to free up bandwidth is being done in an effort to provide our customers with more content, services and enhanced video and data options.   As some further background, since the 2009 Digital Transition, when the FCC’s requirement for digital television broadcasting was established, a number of cable providers in the United States have transitioned to all-digital programming, and Cox is simply the most recent provider to do so.
Cox’s transition from cable-ready service (no equipment required) to the use of the mini-box is an important step toward achieving these improvements.  Upon completion of our transition, all channels in the Cox Starter (basic) and Essential video tiers will now be encrypted in the same manner as channels associated with our Advanced TV tiers, which is primarily the reason that the mini-box will be necessary in order to continue receiving a television signal on these channels. 
Lastly, we would like to assure our customer that we are working diligently to upgrade our infrastructure to include fiber optic cabling. Unfortunately, this upgrade is a time consuming process and we do not have a specific timeframe as to when this will be available for our customer's area.
 
We sincerely regret any inconvenience to you as our valued and longstanding customer during this analog to digital transition, and we hope that you find this information helpful. 
Thank you. [redacted] Executive Resolutions Cox Communications

May 17, 2016—Revdex.com complaint # [redacted]
We were sorry...

to hear of the confusion that the customer experienced with our Customer Service Department.  Due to the concerns that the client brought to your attention, a thorough review has been completed on the account. Our records confirm that on May 6, 2016, our Customer Care Team verified that if the customer would like to move his Internet modem to another location in his home, there would be a $50.00 fee for a technician to come out to his home to complete the change.  The client declined the change of service, due to the cost.  Should the customer change his mind, he may contact our Customer Service Team at ###-###-#### to schedule the relocation of the outlet. 
We hope this information has been helpful to your office.  Thank you for the opportunity to assist.
Catherine/Cox Communications Executive Offices/ Arizona

[redacted]

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. The business was professional and responded to my Revdex.com request quickly. My issue is resolved and my response is positive. 

Regards,

April 18, 2016

...

[redacted]
We were sorry to hear of the difficulty and confusion that the customer was experiencing regarding his billing issue.  Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. 

At this moment we have processed a credit for the customer to cover the early termination and installation fees he had incurred.  The customer was happy with the resolution.   The client has our contact information so he can call us directly if necessary.

As always, we thank the Revdex.com for the opportunity to assist our customer.

Luis/Cox Communications Executive Offices/ Arizona
Tell us why here...

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.

Cox Communications has a monopoly in my area for a cable company that does not use a DSL line or a "dish." They use a cable line or broadband. This kind of monopoly appears to be a violation of the [redacted] and the [redacted] because I am forced to use Cox, there is no other company where I live I can use. This also violates the [redacted]. Since I have to use them, I am forced to any pricing they decide upon without notice. Their promotional rates or reasons for increases are not advertised on their website. I was never notified for an increase from $100.00 a month when I was first a customer to $163.00 a month. The increase does not improve or increase the services I get from them, telephone, television or internet. In fact, when I spoke top them, they told me they would cut my service because I complained to the Revdex.com. They told me my increase should be up to $220.00, and that they are doing me a favor by getting the $163.00 for another year because I told them I am a senior citizen on a fixed income. When they raised the price to 163.00, they did so without my permission or knowledge. They told me I don't have to use their services, that I could find another company since I do not agree with their pricing. But I cannot use another company. Having a monopoly in my area does not allow for fair competition.

 

I have asked them to lower their prices back to the $100.00 a month that I was paying before, and they refused. I have asked about their monopoly, and they told me that the [redacted] and the Revdex.com have no control of cable companies. They told me I would have to hire an attorney. There seems to be no outside group that regulates their company. I was told they are a private company, and that they can do whatever they want as far a price. I was told if I lower my internet speed, I would wind up paying more because they gave me a bundle price. This is crazy!

Regards,

April 22, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that our customer experienced with her account.   Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the...

situation at hand.  We also gave the customer our direct contact information if she had additional questions regarding this situation. As always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer.  Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]