Cox Communications, Inc.

We were sorry that we weren’t able to give the answers that the customer hoped for regarding her pricing and billing. Although we spoke to the customer in detail, she is not pleased with our attempt to assist her, and will pursue her concerns via other channels. As always, we appreciate the opportunity that the Revdex.com presents to us. [redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by email issues. We have attempted to directly contact the customer to by telephone. 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

[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 11616192, and find that it is accurate. Thanks you for being the means in which I was able to fix this problem.

Regards,

July 12, 2016—Revdex.com complaint # [redacted]

face="Calibri">We were sorry to hear of the confusion that the customer experienced regarding their account billing.  Due to the confusion that the client experienced, we reviewed their account in detail.
Our records confirm that due to the rejected payment, we charged the customer a $25.00 returned check fee.  Our records also confirm that the client was charged an $8.00 late fee.  Due to the compromised card situation that occurred to the subscriber, we have removed these fees as a one-time courtesy.
We hope this information has been helpful in closure to this complaint.  Thank you.
Catherine/Cox Communications Executive Office /Arizona

March 24, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the challenge the customer has been experiencing in viewing his statements on line. Due to these concerns, we contacted the customer directly and advised him that we have filed a ticket with our IT...

Department to ensure the necessary corrections are made so he can view his billing on line.  The customer has our contact information and we will correspond with him directly. Thank you for the opportunity to assist our customer. [redacted]/Cox Communications Executive Offices/ [redacted]

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.After submitting another complaint regarding Cox Communications advertising, [redacted], Dispute Resolution Consultant  with the Revdex.com let me know I cannot file a second complaint until three years has passed. Since Cox is not honoring the resolution reached previously and they have, again, placed advertising on my front door next to the No Soliciting/No Advertising sign, how is this handled this time around?

Regards,

We were sorry to hear of the longtime confusion that the customer has experienced with his billing.  As a service oriented company, we know that our success is largely dependent upon the satisfaction of our clients.  We sincerely regret the inconvenience that the customer has...

experienced. 

 

Due to the large amount of detail and the extended time frame covered in the complaint from the customer, we attempted to reach him directly regarding his billing concerns.  A detailed message was left for the subscriber; and we asked him to contact us at his convenience.

 

In regards to the billing quotes and agreements that the customer brought up to the Revdex.com, the customer states that in August of 2013 he was offered a promotion that would give him the Expanded Cable (free) at Starter package rates.  Our records indicate that in September of 2014 our Customer Service Team advised the subscriber that we did have not offered a promotion that would provide the customer with free Expanded cable services.  This information was confirmed by our Marketing Team.

 

Further review of the account indicates that the customer *currently subscribes to Expanded Cable and Preferred Internet Service, and is paying $99.82 per month, due to a promotional discount.  The normal rate for these services is currently approximately $130.00 per month.  We want to point out that the customer is not locked into a contract, and can change his level of service to meet his needs and budget, without consequences.

 

Review of last year’s billing history indicates that both of the late fees that were charged to the customer in October and November were removed from his bill.  The subscriber’s billing history also indicates that he has always been on printed/mailed billing statements.

 

We hope this information has been helpful to the Revdex.com.  It is our hope that we will hear back from the customer and will be given the opportunity to address all of his concerns.

 

[redacted]/Cox Communications Executive Offices/ Arizona

May 5, 2014

Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that our customer is experiencing with his Internet rate with our company.  Thank you for giving us the opportunity to review and address the concerns that the customer brought to your attention.

The subscriber states in his complaint that his Internet rate suddenly changed in February of this year, without notice. A thorough review has been completed on the account as well as the rates that we are charging him for service. 

Our records confirm that the customer spoke to our Sales Agent [redacted] on February 6, 2013, regarding Internet pricing.  [redacted] noted the account the customer was offered and given an Internet pricing campaign which ensured the customer a 40% off discount to his service, for one year.  As the customer pointed out, the temporary campaign ended in February of this year.  As with any billing concern or service question, we always recommend our customers to contact our Customer Service Team at [redacted] for help.  Our agents are helpful, friendly, and trained to address the concerns that the customers bring to us. We have no indication that the customer contacted us to discuss his account since February 2013.

We hope this information has been helpful to the Revdex.com.  Thank you.

[redacted]/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.

iT IS TRUE THEY HAVE SENT THE PAYMENT BACK TO CREDIT CARD, BUT MAY BE AFTER COMPLAINING TO EITHER Revdex.com OR TO [redacted] OFFICE. ON EVERY SINGLE CALL TO COX COMMUNICATIONS I WAS TOLD IT IS GOING TO TAKE 6 - 8 WEEKS TO REVERSE YOUR MONEY BACK. COX COMMUNICATION WILL SENT A CHECK TO ME. THIS IS THEIR POLICY. MY COMPLAINT HAS AN ISSUE WHY SHE SENT THE MONEY TO COX ACCOUNT AND TOLD US SHE IS RETURNING TO CREDIT CARD? IN MY UNDERSTANDING WHEN YOU BUY SOMETHING ON CREDIT CARD IT SHOULD BE RETURNED BACK TO CREDIT CARD. I DID NOT ASK HER TO CANCEL THE SCHEDULE/INSTALLATION, BUT SOMEHOW IT WAS CANCELLED.

FOR INSTALLATION OR WIRING I WAS TOLD IT TAKES 7 - 10 DAYS TO COMPLETE THE JOB DONE. IN OUR CITUATION THEY DO NOT NEED CITY PERMIT SO MAXIMUM 10 DAYS. THERE IS NOBODY IN TOUCH WITH US. I MADE MOST OF CALLS TO COX TO KNOW EXACTLY WHAT IS GOIN ON? EVERY TIME I WAS TOLD "SOON CONSTRUCTION COMPANY WILL CALL YOU". TILL TODAY NOT A SINGLE CALL FROM ANY CONSTRUCTION COMPANY WE RECIEVED. ALL THE MARKINGS ARE THERE FOR LAST 3 - 4 WEEKS. WE DO APPRECIATE ATLEAST COX COMMUNICATION STILL WANTS TO PROVIDE SERVICE TO US EVENTHOUGH IT HAS BEEN ALMOST ALREADY 7WEEKS WHEN  WE REQUESTED FOR INTERNET SERVICE FOR FIRST TIME. THANKS FOR YOUR TIME.

Regards,

Revdex.com Case #[redacted]
...

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 on 2/19/16 to address their concerns. 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

April 30, 2014

font-family: Calibri;">Revdex.com complaint # [redacted]

Because of the personal billing information needed to properly respond to our customer, we have chosen to reach out to the subscriber via email.  Our correspondence includes itemization of her billing, and includes an apology for the inconvenience she experienced with our company.  This letter will not be posted to the Revdex.com website.  We await acknowledgement from the customer for resolution to the issues that she brought to the attention of the Revdex.com.  Thank you.

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

Revdex.com Case # [redacted]

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We regret to hear of any inconvenience that our customer has experienced with our company. 

As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended.

Thank you for your time and consideration.

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

January 18, 2016

Revdex.com complaint # [redacted]...

[redacted]

We are sorry to hear that a customer experienced difficulty

resolving her billing concern with our Care Center agents. 

Due to the concerns that the client brought to the attention

of your office, we contacted her directly in hopes of assisting and educating her

with the billing issues at hand.

While we have not been able to speak directly to the

subscriber, we confirmed on our message to her that our Collections Department

is the only team that would be able to grant her an extension on to payment to

her account.   The customer has our direct contact

information if she needs further clarification on this matter.

We hope this information has been helpful to your

office.  Thank you.

Catherine/Cox Communication’s Executive Offices/ Arizona

April 1, 2016--Revdex.com complaint #   [redacted]—Harold A[redacted]
We appreciate your patience as we waited for the results of the recording.  Due to the misquote that the customer was given, a credit of $316.32 has been applied to the customer’s account as a one-time credit to accommodate the misquote.  This figure was derived by the $26.36 per month, for 12 months.  This one-time credit to the customer’s account will ensure that he received services for the price quoted for the 12 month period.  Because we do not have a code that will charge the account the lower price every month, a one-time bulk credit was applied to honor the rate.
We hope this is sufficient information to close the complaint for your office.  Thank you.
Catherine/Cox Communications Executive Offices/ Arizona

January 14, 2015—Revdex.com rebuttal # [redacted]

We are sorry that the customer does not accept the

information that we provided in our first response to the Revdex.com. 

We currently do not have any new information to share with

the client.  Once we have confirmation

from our Accounting and Collections Department that her request has been

addressed, we will contact the subscriber directly.

We appreciate your patience as we wait to hear the update on

the account.  Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted]

"Helvetica",sans-serif; font-size: 10pt;"> In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client.  We have contacted the customer directly to address their concerns.  Our Field Supervisors reached directly out to our customer and they informed him of the time frame for service availability at his home.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. 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 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

[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,

Jeffrey S[redacted]

Revdex.com Case # [redacted] We regret to hear of our customer’s recent experience regarding the reimbursement. We have contacted the customer directly to confirm their concerns have been addressed and successfully resolved on August 14th, 2015. Thank you for your time and...

consideration. 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.

Please see the Desired Outcome/Settlement section of my Revdex.com complaint. In summary, I am demanding that Cox credit my account for a late fee of $8.00 they erroneously charged to my account on 03/11/2015, and the additional late fees (which now total $32.00) Cox has charge to my account as I have not paid the original late fee and have been disputing it.If Cox's promised written response is to indicate that they will correct this error and credit my account for $40, I still have not received this letter.

Regards,