Cox Communications, Inc.

Revdex.com Case # [redacted]

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It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience this individual has experienced with our company.

We have attempted to contact them on 3/10/16 and 3/14/16 at telephone number provided. Once we are able to speak with them directly, 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] – [redacted]

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April 29, 2014

We would like to thank the consumer for taking the time to file her concerns regarding her final balance on her former Cox account.  Please let me begin with an apology for the problems she has encountered while attempting to resolve her dispute.  We take great pride on providing top-notch customer service to our customers and we are sorry that our customer feels that we fell short of that mark.  It is my hope that this information will provide her with the facts that she is seeking.

 

Upon receipt of the complaint, I researched her account and confirmed the following:

·         February 18, 2014 – Customer went to the Cox Digital Store and worked with our agent, [redacted].  The customer requested that [redacted] schedule the disconnection of her account for March 15, 2014 and the work order was scheduled.  [redacted] also received a payment from the customer for the past due amount on the account for $62.99.  This payment posted to the account on February 18th and paid for the Internet services from January 10, 2014 through February 9, 2014.

·         March 11, 2014 – The customer’s regularly scheduled bill printed and a statement was sent for past due charges of $70.99 for services rendered February 10 through March 9, 2014 and a late fee of $8.00.  Customer was also billed for the upcoming month March 10 through April 9, 2014 (as the service had not yet been disconnected).

·         March 15, 2014 – the Internet service was disconnected.  The final balance remaining due on the account for Internet services rendered from February 10, 2014 through March 14, 2014 was $87.39.  A statement was printed dated March 15, 2014 and mailed out reflecting the final balance due for $87.39.

·         March 27, 2014 – customer called our Customer Care Center and spoke to our Billing Representative, [redacted], who told the customer that the balance due on the account was not caused by unreturned equipment and was for the services rendered February 10 through March 14, 2014.  [redacted] further explained that we did not receive a payment in January.  The account notes state that the customer was going to contact her bank regarding the January payment.  [redacted] applied credit for the $8.00 late fee and for two days of service March 14 & 15 for $4.20.

The final balance remaining on the customer’s former account is for $75.19 and is due as soon as possible to prevent the account from going to a collections agency.

It is our hope that the information we have provided will assist in the resolution of her dispute and regain her confidence in our organization.  She had been a loyal Cox customer for over three years and we want her to know that her patronage and loyalty was important to us and we appreciated her.  For future assistance or to make a payment over the phone, she may call our Customer Care Center toll-free at [redacted].  Thank you.

Executive Resolutions Specialist

Office of the General Manager

Revdex.com Case #[redacted]

font-family: Calibri;">We are sorry to hear there was an issue with the customer receiving Cox advertising after the request to cease. Our corporate office just recently improved the process to stop advertising to customers at their request. We have reached out the customer and advised the information as well as completing the new process to ensure the advertisements will cease. The request can take up to sixty days to completely stop receiving mail. This is due to lists being pulled for direct mail projects in advanced to allow time for pricing and mailing.

Thank you for your time and consideration.

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Revdex.com Case# [redacted]
 
We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback and that is has been forwarded to Field Leadership. Regarding reimbursement, we advised the customer that we will reimburse the charges of the service as a courtesy but we will not be moving forward with any additional compensation.
 
Sincerely,
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

TO WHOM IT MAY CONCERN:

 

We except the response made to our business complaint ID [redacted] and find this resolution to be very satisfactory.

We were contacted by [redacted], a resolutions specialist in [redacted] today and we were able to come to an acceptable resolution to our complaint.  It was nice to have been treated with respect by someone of authority at Cox Communications.  If all employees and management were as well trained and passionate about their careers as "[redacted]", Cox Communications would be a great company not just a company with a great product.

We hope all future customers have a better initial experience with Cox Communications.  All customers deserve honesty, respect, and professional customer service especially from a large corporation as Cox Communications. Customers should not have to go through months and months of misleading information, run-around type behavior, and sometimes just rude and disrespectful service from a company that is suppose to have an A+ rating as a Revdex.com company.

We do enjoy Cox Communications product and after today are also pleased to be a Cox Communications customer.

Respects,

The [redacted] Family

Revdex.com Case # [redacted]
We would like to thank the customer for taking the time to file their concerns regarding the Internet pricing. 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 #[redacted]We would like to thank the Revdex.com for the bringing our customer’s additional concerns to our attention.   We would like to apologize for the frustration with the amount of time it has taken to resolve her issues.  It was not our intention to cause any further aggravation to our client.  To remain in good faith with our long time customer we have issued a $40 credit to her account.  She will see this credit posted on her April 2016 statement.  Thank you for your time and consideration.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

January 13, 2015

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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 have made direct contact with the client and

given her our contact information.

We are working directly with our Accounting and Collections

Team to see if we can resolve the concerns that the customer brought to the

attention of your office.  We will

continue to work directly with the subscriber and keep her informed on the

investigation request that we filed.

As always, we appreciate the opportunity that the Revdex.com has

given us.  Thank you.

Catherine/Office of the General Manager/ 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.

I do not accept your response, and would like the credit as requested and discussed in my Revdex.com complaint.  To not even call me is disregarding me as you feel I am insignificant.  When I called in even the woman I spoke with looked at my complaint and response and said that the whole thing should have been credited and was not and she did not know why it was not.

If you don't I guess I can always go with [redacted] which is cheaper for more channels.  I am so sick of COX at this point.  IT IS OBVIOUS YOU COULD CARE LESS OF WANTING TO KEEP ME AS A CUSTOMER. 

Regards,

March 13, 2014

Complaint ID#  [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding his account billing concerns. We are sorry to hear that the customer believes they were quoted an inaccurate pricing for their monthly services. 

We’ve reviewed the customer’s account billing and found the following: The customer signed up for services on November 8th 2013 with video, telephone, and internet service at a price point of $111.76 before taxes. After all taxes and applicable fees the customer’s monthly rate at that time was $121.70.

On November 10th, the date of service installation, the original sales work order was modified.  The standard DVR included in the original price quote was swapped for our advanced Contour DVR which is approximately $10 a month more before taxes. This increased the customer’s monthly pricing to $132.20 a month including then taxes and fees. 

We are sorry the customer believes they were quoted incorrectly.  Price quotes are given prior to taxes and any applicable fees.  The customer is currently receiving several promotions from the normal rate card pricing and there are no available discounts for the customer’s account.  We do encourage the customer to contact our Customer Loyalty team at ###-###-#### to review ways to lower the bill. 

Thank you for your time and consideration.

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

March 6, 2014

Revdex.com complaint # [redacted]

We apologize for the inconvenience that the customer spoke of in his documentation to the Revdex.com. 

The client states that he disconnected his service on November 27, 2013, and has not received the refund owed to him.  Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  Our records indicate that on February 27 of this year, our Billing Department requested the overpayment reversal through the customer’s financial institution.  The $4.40 credit balance will be reversed and applied back to the customer’s [redacted] card.  Per the notes on the account from our Billing Supervisor, the credit will post to the [redacted] card within 30 days.  For further questions regarding the $4.40 credit balance, the customer may check directly with their bank.

We sincerely apologize for the inconvenience that the customer has experienced with our company.  It is never our intention to delay a refund of money to any of our subscribers.  We hope this information has been helpful to the Revdex.com, as well as the customer.  Thank you.

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

January 7, 2014

Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that our new customer experienced with her billing. 

After a detailed review of the customer’s account and billing ledger, we can confirm that both the $25.00 returned check fee, as well as the $8.00 late fee has been removed from the bill. Our Care Center Team did a thorough review of the customer’s statement on January 6, 2014, and found that the account number submitted with payment on December 27 of last year was a digit short of the required for processing.  Our customer will be able to confirm her corrected balance owed through our website, or our Customer Service Team.  She may contact us by phone at [redacted], or via our website at [redacted] for this personal information.  Due to privacy issues, personal and identifying information cannot be posted on the Revdex.com website.  

We understand that the customer was confused on her billing status; and we sincerely apologize for the inconvenience she experienced.  We hope this information has been helpful to the Revdex.com as well as the subscriber.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

August 12, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer is having difficulty receiving his refund. Due to the circumstances, we contacted the customer directly to discuss his concerns.  We requested our Accounting Department...

to process the check and send to the customer as soon as possible.   The customer has our direct contact information if he has further questions regarding this matter.   As always, we appreciate the opportunity to assist our customer! [redacted]/Cox Communications Executive Offices/ [redacted]

We would like to thank the customer for taking the time to file their concerns regarding the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts...

were unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.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]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

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.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the...

issue.We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.As always, 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 apologize for any frustration caused from our previous response. We reached out and spoke to our customer directly on 7/5/16 to assure him the credit had been applied. Per their request, we have mailed him a copy of this statement for their records. We also confirmed that the equipment and associated charges have been removed from their account. Should the customer have any additional questions or concerns, they are more than welcome to contact us directly.
 
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

April 28, 2015---Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with her billing. Due to the situation at hand, we contacted the customer directly to assist her.  We were able to determine what happened with...

the account change, and we also were able to get her into a package that assured her a lower rate than what she was previously paying!  We gave our contact information to the customer and she is very happy with the results of our conversation. We always appreciate the chance to assist and help a valued customer.  Thank you! [redacted]/ Cox Communications Executive Offices/ [redacted]

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file her concerns regarding their account.  It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns.  After a detailed conversation...

with the customer, we have satisfactorily addressed all of her billing 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

April 28, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the inconvenience that the customer experienced with our company.  Due to the circumstances, we contacted the customer directly to discuss.  After a thorough investigation,...

we removed the cable service from the account and backdated the service so the cable charges have been removed.  We also offered to send a box to the customer so he may mail the convertor to us.  We also offered to pick it up if he did not want to return it or mail it to our office.    The customer has our contact information and we will continue to work with him to ensure that all of his concerns are appropriately addressed.  We appreciate the opportunity that the Revdex.com has given us to assist the customer.  [redacted]/ Cox Communications Executive Offices/ [redacted]