Cox Communications, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.

Regards,

Randy G[redacted]

Revdex.com Case# [redacted]
 
We spoke with our customer directly on 7/6/16 to address their concerns. We advised her that prior to our initial voice message left on 6/30/16, we had an opportunity to review the call and determine what had been discussed regarding the new rate. We explained to our customer that the pricing provided by the Cox Representative during the call was accurate. Despite our efforts to address her concerns, the customer requested an e-mail with information for her to obtain these records. We sent an e-mail to the customer that evening on 7/6/16 with the required information and process needed to obtain the call.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

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

class="MsoNormal">June 27, 2014

We would like to thank the consumer for taking the time to file his concerns regarding his Cox account.  Please let me begin with an apology for challenges that he has had in resolving this matter.  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. 

Research of the account tells us the following:

·         October 17, 2013 -- Cox completed a non-pay disconnect of his account on October 17, 2013.  At the time of disconnect, the customer had a balance of $185.33.

·         October 27, 2013 – the account was billed for unreturned equipment charge of $590.00. 

·         November 3, 2013 -- the account was assigned to [redacted].  (Accounts are placed with an agency prior to be written off in our system.

·         November 13, 2013 -- the consumer called our Customer Care Center to inquire if we received a fax, research was conducted and the fax had not been received.  The Assist Desk researched the account and did not find any indication that the customer had called in to put the service on a seasonal hold.

·         November 20, 2013 -- a supervisor called the customer back and advised that we did not receive notice that the account was to be on seasonal hold.  As a courtesy, a credit was provided for 60 days for the difference between the seasonal rate ($8.93/month) and his regular service charge ($73.71/month).  Total credit applied was $129.56.  The customer was then informed that he would need to pay a deposit to restore his service.  The customer went to the Cox Retail Store  paid the balance due for the deposit and reconnected his account. When the account was reconnected, our billing system automatically credited the unreturned equipment charge of $590.00.

On June 19, 2014, Cox submitted a request to [redacted] to remove the debt from the file as “turned in error.”  We have received confirmation from [redacted] that the deletion request was sent to the credit reporting agency on June 24, 2014.  Please note that it can take up to 90 days to fully reflect on the consumer’s credit report.

We apologize for the problems our customer faced and hope to regain his confidence in our organization.  We look forward to providing him with the excellent service that he deserves and should expect from our company.  If he should require further assistance, he may contact our Customer Care Center at [redacted].  Thank you.

Executive Resolutions Specialist

Office of the General Manager

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

May 22, 2014

We were sorry to hear that the consumer was unhappy with our response regarding her billing dispute on her former Cox account.  Upon receipt of her initial complaint, we extensively reviewed all of the notes and records that were available to us.  All of the information that was reported in our previous response is based on our written documentation of her account. 

The customer’s final balance of $75.19 is for Internet service February 10 through March 13, 2014. Cox did not charge her for Internet service after March 13, 2014.  The customer was never charged for equipment. 

We thank the customer for her final payment of $75.19 received by Cox on April 30, 2014.  I have confirmed that the account is now at a -0- balance.  Thank you.

Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

Revdex.com #[redacted]We would like to thank the Revdex.com for bringing our customer’s additional concerns to our attention.  We are sorry for the added frustration our customer has experienced in regards to their billing and promotions.  We were able to find 2 additional promotions; $5 off DVR service and $4 off the Variety Pak.  These promotions will run for 12 months, to be consistent with the other promotion that was added, we backdated these campaigns to 5/1/16.  The customer can expect his monthly recurring charge to be $186.92 with these added promotions. Additionally, to remain in good faith with our longstanding customer we applied a credit in the amount of $120.  This is to compensate for the monthly rate difference for the remaining 12 months of their Service Agreement.  This credit will be printed and applied to their June 2, 2016 billing statement to their June 2, 2016 billing statement. Thank you for your time and consideration.  Jaimi / Executive ResolutionsOffice of the General ManagerCox 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 on 2/25/16 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. Feedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.
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

my mother and I submitted identical complaints 15 minutes apart on the Revdex.com site.  We both had the same exact issue.  We are next door neighbors.  We both asked to be compensated for our time for making your business do the right thing.  My mother was compensated 25 dollars, and her issue was resolved the next day.  Mine took a week, and I am having to do more work to make u do the right thing, so I want to be compensated more than 25 dollars.  My mother's address is [redacted]  Mine is [redacted]  Also, I spent hours on the phone with u guys, on multiple days, speaking with multiple sipervisors.  My mother did not.  Do the right thing.

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. 
Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com complaint # [redacted]
We were sorry to hear...

of the difficulty experienced regarding the account assumption.   While it is never our intention to cause distress for any of our subscribers, we truly apologize for the inconvenience that the customer experienced during the transitioning of accounts.  While we are unable to change the name on the check for the $11.51 refund, we have added a $20.00 courtesy credit to the new account for the inconvenience that the client experienced.  Our company is unable to process a refund check in any other name than the subscriber. 
We apologize again for the difficulty that the family of the accountholder experienced.  Our goal is to treat all of our customers fairly and honestly and we hope that we will regain their faith in our company.
We hope this information has been helpful to the Revdex.com.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona

March 7, 2016---- Revdex.com complaint [redacted]
We were sorry to hear...

of the billing confusion that the customer experienced with our company.  Due to these concerns, we contacted the client and we were able to come to an agreeable rate for service. As always, we thank the Revdex.com for the opportunity to assist a customer.
Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com Rebuttal

-- No. [redacted] – [redacted]

March 6,

2014 

We were sorry to hear that the

consumer was unhappy with our response regarding his final balance on his

former Cox account.  Upon receipt of his

initial complaint, we extensively reviewed all of the notes and records that

were available to us.  All of the

information that was reported in our previous response is based on our written

documentation of his account. 

The consumer has an unpaid debt owed

to Cox for services rendered and unreturned equipment.  There has not been any effort to pay the

final balance, nor has he returned the equipment to our company.  The Internet modem, [redacted]-serial

#[redacted], needs to be returned to Cox. 

Once received in our inventory, the charge of $100 will be immediately

credited and will reduce the final balance.  

Today, I have credited the returned

payment fee of $25 and two late fees at $8 each for a total credit of

$41.00.  The charges for services rendered

in the amount of $56.70 will need to be paid. 

Once the debt has been paid and the equipment returned, the credit

report will reflect the account as a “Debt Satisfied.” 

Again, I must reiterate that we are unable to remove marks from

consumer credit reports that were legitimately reported as prescribed by the

[redacted]) and the [redacted]).  

We

regret that the consumer is not happy with our company’s response to his

request.  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. 

[redacted], Executive Customer Resolutions

Specialist

Office of the General Manager

Cox Communications

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 1/30/16. We did attempt to contact our customer on 1/29/16 to no avail. Because we were not able to directly speak with our customer before his service call, we did forward 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 [redacted]
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com

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

March 6,

2014

class="MsoNormal">We would

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

the monthly rate on his Cox account. 

Please let me begin with an apology for challenges that he has had in

resolving 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 is

seeking. 

Research of his account tells us

that the consumer was not under a Price Lock Guarantee (PLG) or contract of any

kind.  The customer did receive a special

discounted campaign when he set up his service installation on February 16,

2013.  We provided our customer with a

campaign that  reduced his rate for 12

months, expiring on January 15, 2014. 

Since the campaign has expired, he is currently being billed at the

standard rates.

Cox

always strives to be a leader in customer service.  We certainly regret any inconvenience the

confusion over the length of time that the discount would be provided.  In an effort to demonstrate our commitment to

our customers, I am pleased to provide him with a new discounted campaign

providing him with a 20% discount on his Internet and telephone service for 12

months; expiring on March 5, 2015.  This

brings his monthly rate to $71.74 per month. 

It is important to note that he does not have a Price Lock Guarantee

(PLG) on his account; therefore, all rates are subject to change. 

It is our hope that the information

we have provided will assist in the resolution of his dispute and regain his confidence in our

organization.  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

[redacted].  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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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.
I am very grateful for the role the Revdex.com played in helping to  resolve this dispute.  I am also pleased with the way COX handled this formal complaint and their willingness to finally resolve it. 

Regards,

I have made calls to the phone number left on the first message earlier in the week. At least two calls a day have been made from Tues to Fri (10/11-10/14). No emails have been received, having also checked the two spam folders and checking all filters. Possible causes for the lack of phone calls could be due to having no phone service due to the fact of having no network connection which is the cause of the issue at hand.

I have been a Cox Communications customer since 2008. Once everything went digital I was forced to get a cable box. Today I went into a Cox Communications store to get a new box. This is the third box I've had to replace due to the DVR not working properly. I got home to install the new box (which looks way older than the last box I had yet I hear there is a brand new upgraded box they now have) and I had no channels. The prompt on the screen is telling me to call customer service. When I call customer service my phone number is linked to an account that is not mine. When I selected the option to speak with someone, it tells me they are closed until Monday (it is Saturday night, and due to my work schedule I can't make it back into a store until next Saturday).

Now I have no cable and I may very well be paying for someone else's cable that somehow got linked to my account.

I'm not pleased with my experience and will most likely be switching providers.

July 25, 2016
 
...

Revdex.com complaint # [redacted]—Christopher S[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.  Unfortunately we were unable to reach him.
 
At this moment we have resolved the customers billing concern in a satisfactory manner by making the necessary adjustments.  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

August 10, 2016
 
Revdex.com complaint #[redacted]—Christopher S[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 after initial contact from his original complaint, 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 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.

While they did reach out to me, I wasted more time going on & on & on about my issues & the fact that they refuse to give me any reasonable credit. That was 30 minutes, then he called me 2 days after the techie came, that was another 20 minutes & I had to get him off the phone b/c I knew he wasn't going to do anything for me.I don't consider $2-3 for 6 1/2 hours of lost work plus 2-3 hours of lost work 3 days later plus all the times I spend on the phone with them, I have to call them using my cell which is lost cell minutes (I don't have unlimited & I lost 20 out of 100 minutes of my monthly plan on them plus they are the only ones I ever spend minutes on), plus last Thursday I lost another 2-3 hours work.While a techi did come over, I've had 6+ techies over here (that's what he told me, I have a feeling it's way more & he's lying) & none have fixed the problem & every time I have to call & complain & then make sure I'm here for the techie & then stop all work is countless hours of my life.While they used to give me credits, as of around March they refused to (he brought up $15 in April), wow, the problems have been worse in the last 2 months & nothing. And now making a joke out of it at $2-3/day for numerous hours I've lost.I complained to the guy who saw my Revdex.com report, he did nothing other than just try to pacify me.Another guy called me b/c in their survey I complained about techie who came over & how something their other techies did before wasn't tightened properly, so that's what he did to fix it. So I have been going thru TONS of stress & loss of income b/c of their incompetent staff.So no, I don't consider this resolved at all, plus until 2 weeks have gone by & I know for sure the Internet is fine, I doubt they fixed it.I will maintain they should have given me more than $3 for all the trouble I've gone through.Thanks for listening.

Regards,

I have reviewed the response made by the business in reference to complaint ID 10695988, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1) To the best of my knowledge, the Email below is the last one I have received from anyone at the Revdex.com.  If anyone has tried to contact me, please have them resend whatever was sent after this Email.2) As of today, the issue still exists, so I do not believe it has been resolved as of yet.3) While this does not need to be shared with Cox Communications, I have a two week vacation planned for August and will have very limited access to Email and no access to my computer between 04AUG and 15AUG. Therefore, if a solution occurs during those days, I will be unable to verify the solution until 16AUG or later.  So, I would appreciate it if the case is not resolved before 04AUG that I be granted an extension to check out the solution until after 15AUG.

Regards,

J[redacted]