Cox Communications, Inc.

Initial Business Response /* (1000, 5, 2014/06/19) */
In receipt of this concern we have spoken with Ms. [redacted]. We sincerely apologize for the issues surrounding the cancellation of Ms. [redacted]'s services and the billing on her account. Because the [redacted] payment method was also still set...

up on her account, these charges were automatically drafted on the statement due date as stated on her April statement. The appropriate corrections have been made and Ms. [redacted]'s refund for $133.28 is in process and will be mailed on 6/20/14. This has served as a valuable coaching opportunity for our teams.
Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The [redacted] was not turned off by Cox. The money was withdrawn from my account without authorization. Cox has been VERY unprofessional to me while I was trying to get my refund. Not until I filed this complaint with Revdex.com, did it get escalated, despite me calling numerous times and spending hours on the phone with several different departments. I still do not have the money yet so I will not close this complaint until I received my money. I estimate I have spent 12 hours fighting this issue. I have been lied to on numerous occasions. The last discretion was when my check was mailed and the carrier it was mailed with. I was told completely different answers from [redacted] and [redacted]. I also don't feel "restructuring" is a valid excuse to keep my money for over a month. It's unacceptable. If Cox can deduct money without authority, they should be able to deposit it back and/or cut me a check from the local office. Cox should be ashamed. I was a very loyal customer for 14 years and they treated me very poorly. I do not have my refund yet so in my opinion this is still an unresolved issue.
Final Consumer Response /* (4200, 15, 2014/06/30) */
As of June 29, 2014, the check/refund has not been received. I am still waiting for the check and was not called back from anyone on Friday, June 27th or by 2pm June 30, 2014. Once again, I was lied to.
Final Business Response /* (4000, 17, 2014/07/01) */
We sincerly apologize if there was no further follow up in the recent days on this matter. We typically ask customers to please allow 2-4 weeks for processing and delivery of a refund. In receipt of Ms. [redacted]'s newest concern, we have confirmed the refund check was processed on 6/20/14 and should arrive to the customer within the next few days. Thank you.

Initial Business Response /* (1000, 5, 2015/08/07) */
We want to thank Mr. [redacted] for taking the time to file his concern. We have spoken with Mr. [redacted] and explained drop buries typically take 3-5 weeks to be completed. The work was expedited and is now complete. We believe Mr....

[redacted] is satisfied with our efforts to resolve his complaint. We sincerely apologize for any inconvenience caused. Thank you.

Initial Business Response /* (1000, 8, 2015/12/30) */
Cox had the opportunity to speak with Mr. [redacted] in receipt of this complaint and believes to have provided him with a satisfactory resolution We apologize for any inconvenience this may have caused and appreciate the opportunity to...

address the matter.

Initial Business Response /* (1000, 5, 2015/06/19) */
We want to thank Ms. [redacted] for taking the time to file her concern. Cox has spoken with Ms. [redacted] on this matter and we believe this is resolved to her satisfaction. We sincerely apologize for any inconvenience caused. Thank...

you.
Initial Consumer Rebuttal /* (2000, 7, 2015/07/02) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Cox made attempts to reach [redacted] in receipt of this complaint; however, we did not have the opportunity to speak with him.  Should he wish to discuss this matter further, he can reach a Cox representative at the number provided on his voicemail.

Cox had the opportunity to speak with Mr. [redacted] in receipt of this complaint and believes to have provided him with a satisfactory resolution. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter.

Initial Business Response /* (1000, 5, 2014/06/19) */
Contact Name and Title: [redacted], Exec Resol Spec
Contact Phone:[redacted]
In receipt of this concern we have attempted to reach Ms. [redacted] but have not had the opportunity to speak with her. We believe this issue has been resolved to...

her satisfaction. Should she have further questions or concerns in regards to this matter, she may reach the contact provided on this form and we'll be happy to assist. Thank you.

Initial Business Response /* (1000, 6, 2014/02/10) */
Contact Name and Title: [redacted] Admin Spec
Contact Phone: [redacted]
Contact Email: [redacted]
Statements from the previous address account#[redacted] were being sent to the new address...

[redacted] starting November 7th, 2013. The statements showed the remaining balance left on the previous account. The balance has been paid in full and we have contacted the collection agency to recall the negative marks. We apologize to Ms.[redacted] for any confusion and miscommunication regarding her billing and as a courtesy we have issued a one month credit onto her active account, totaling -$178.99. Thank you for your time.
Cox Communications
Final Consumer Response /* (3000, 8, 2014/02/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The statements from account #[redacted] were being sent to [redacted] , NOT [redacted]. This address was incorrect. A Cox phone rep confirmed this to me on 2-3-2014. Once he told me that, I decided to log in to my cox account online and the last statement on that account clearly lists the wrong address. I have been told it will take up to 90 days for this to be removed from my credit report. So for 90 days I cannot apply for new credit, insurance, phone service, etc because this tanked my score. I will accept the one month credit from Cox, but want to make clear this was Cox's mistake.
(please see attached)
Final Business Response /* (4000, 10, 2014/02/18) */
Ms. [redacted],
I do apologize for the confusion on the billing address. It appears it was corrected after the wrong forwarding address was confirmed, so we were under the impression they were going to the correct address. I will inform my collections manager of your account problem and request they notify the credit bureaus immediately. It does normally take 30-90 for them to update. I do wish we could expedite their process, very sorry.
Please let me know if there is anything else we can do.
Sincerely,
[redacted]
Executive Assistant
Cox Oklahoma- Tulsa

Revdex.com Case #[redacted]
 
We are sorry to hear our customer is not pleased with our promotional and standard pricing. We made contact with the customer. We provided a satisfactory resolution at this time for the pricing. The customer is aware of the time frame of the pricing.
 
Thank you...

for your time and consideration.
 
[redacted]
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Initial Business Response /* (1000, 5, 2015/02/12) */
Contact Name and Title: [redacted], Exec Escal
Contact Phone:[redacted]
In receipt of this concern, Cox attempted to reach the customer but we have not had the opportunity to speak with them. A service call was completed on 2/10 and the...

charge for this was waived as a courtesy. We believe this is resolved to their satisfaction and sincerely apologize for any inconvenience caused. Should they wish to speak with us further on this matter, they may reach the contact provided via voicemail and provided on this form. Thank you.

Initial Business Response /* (1000, 5, 2014/06/25) */
In receipt of this concern, we contacted Mr. [redacted] to discuss his concerns. We believe he is pleased with our resolution on this matter. Thank you.

Cox had the opportunity to speak with Ms. [redacted] in receipt of this concern and believes to have provided a satisfactory resolution to the concern. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
I don't care about the excuses given.  For years I have used the cox communications e-mail without adds offering Asian women and without someone in yellow dancing offering Skittles.  I put up with this for a while before I filed a complaint, but since, in my opinion, the customer doesn't matter to this company I figured nothing would change and I was right.
[redacted]

We were distressed to hear that the customer still had received her refund.  We contacted the customer directly and advised her that because the first refund check that was sent to the customer wasn’t located by a trace, we determined that it was lost in the mail and a new refund check was processed.  This check was mailed on November 3, 2014, and sent to the customer’s mailing address on file.  The client should receive her check in the next few days, if she has not already.
 
The customer expressed that also wanted interest on the refund amount, and we advised her that we have duly noted her request for the additional credit and passed it to our Accounting Team.
 
We sincerely regret the delay that customer experienced in receiving her refund check.  As a service oriented company, we never intend for any of our clients to be inconvenienced in any way.  We hope this information has been helpful to the Revdex.com.  Thank you.
 
[redacted]/ Cox Communications Executive Offices

Mr. [redacted] service concerns were reported to the Cox Corporate relations team in February 2016. Beyond that time, Cox made efforts to address and resolve his concerns by completing service calls; six technicians visited Mr. [redacted] home between February 2016 and June 2016 to assess and review his reported service issues, replacing his Internet modem and issuing over $400 in credits to his account.
During the most recent service call on June 2, 2016 a Cox field technician and Cox field supervisor performed a thorough review and tested Mr. [redacted] services using Cox equipment. The tests proved that service levels were within the proper range and service delivery was within proper specifications.
Cox believes to have provided Mr. [redacted] with satisfactory education and support within the preceding months. We apologize for any frustration he may have endured and appreciate the opportunity to provide a final resolution to the matter.

Initial Business Response /* (1000, 5, 2014/08/06) */
We have spoken to Mr. [redacted] on this concern and apologize for any frustration.
Initial Consumer Rebuttal /* (3000, 7, 2014/08/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The apology is...

nice, but they do not indicate any follow up or changes to what I, and talking to others, deem deceptive pricing policies. No where in their response do they explain or defend their policies.
They do not answer my complaint that they sell customers on a 24 month price lock but your rate changes in 12 months, Cox reasons there is a difference between base rate and discounts but I find that explanation lacking and borders on bait and switch. The company also explained the policy is found in the small print.
Considering their advertised price is lower than the "base price" they locked I am confused how this pricing model is acting in their customers best interest?
Finally when I expressed my displeasure with the policy one of their customer service representatives transferred me to a call center in San Diego which is on a different system, so the person was unable to assist me. When I inquired how I got to a call center in San Diego the Cox Customer Service rep explained it was done purposefully and he apologized that someone did that. The San Diego rep then transferred me to someone in Tulsa. I find this customer service behavior severely lacking.
Final Business Response /* (4000, 9, 2014/08/12) */
On May 16, 2013, Mr. [redacted] spoke to an agent over the phone when calling in to discuss switching service providers. At that time, the service and packages were discussed, and a special rate was offered and agreed upon, to retain business at comparable rate for what Mr. [redacted] would find in new service with competitors. At that time, the agent explained the monthly rate of $60 was only for 12 months, the normal rate that would be locked in under Price Lock Guarantee was $100.
In addition to the information provided over the phone, the May statement provided information regarding the price lock guarantee as well as promotional discount, indicating the difference and noting both the price protected rate as well as rate billed under the short term promotional discount. Finally, the Price Lock Guarantee disclaimer included with the statement indicates the terms of other promotional discounts and incentives.
The short term discounts are typically not offered to carry out for the lifetime of the account, rather to assist our customer's for a certain period of time. However, in attempt to work with Mr. [redacted] have applied a new short term discount offering 40% off internet service for 6 months. This special will remain effective until 2/7/15 when offer expires, raising monthly rate to the original lock in rate through 5/15/15.

We apologize for the difficulty the customer has experienced regarding her concerns.  When Home Owner Associations contract with Cox to provide bulk community services to their HOA residents the question of credits, compensation, and adjustments are relayed by the HOA to Cox Communications as...

billing and service agreements are maintained between the HOA and Cox. 
We show no record of any communication from the HOA regarding the customer's request for reimbursement.  If after thorough review of the customer's complaint any credits/refunds due would be provided to the HOA and left to their discretion to reimburse their resident. Thank you for your time and consideration.
Respectfully,
[redacted]
Executive Resolutions
Office of the General Manager
Cox Communications, Arizona

Initial Business Response /* (1000, 5, 2014/05/16) */
We want to thank Ms. [redacted] for taking the time to file her concern. In Ms. [redacted]'s October 2013 billing statement, the following notice was prominently placed on the first page of her bill and a complete copy of her Residential PLG 24...

month agreement was included in the bill: IMPORTANT NOTICE. Your 24 Month Price Lock Guarantee Service Agreement is enclosed. PLEASE READ IT CAREFULLY AND KEEP A COPY FOR YOUR RECORDS AS IT AFFECTS YOUR RIGHTS AND OBLIGATIONS. You may cancel this Agreement or make changes to your Price Lock services without paying an early termination fee within 30 days from the start date of your Agreement or 7 days from the date of this bill statement, whichever is later. To cancel or change your services, call Cox at the number on this bill.
We have spoken with Ms. [redacted] regarding this matter. Should she have any further questions or concerns she may reach a representative at[redacted] and we'll be happy to assist. We sincerely apologize for any inconvenience caused. Thank you.
Initial Consumer Rebuttal /* (3000, 7, 2014/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
It was never verbally told to me that I would be in a 2 year contract, they encourage online billing to avoid getting bills, had I know I would have checked all statements from them. I would still like to cancel w/o early termation fees.
Final Business Response /* (4000, 9, 2014/05/29) */
We have spoken with Ms. [redacted] in regards to her rebuttal. We sincerely apologize for any inconvenience or frustration caused.

Initial Business Response /* (1000, 10, 2016/02/04) */
Cox had the opportunity to speak with Mr. S[redacted] in receipt of this complaint and believes to have provided him with a satisfactory resolution. We sincerely apologize for any inconvenience and appreciate the opportunity to address the...

matter.

We were sorry to hear that we weren’t able to assist the customer with the service issues that the customer brought to the attention of your office.  Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  While the customer states that she...

experienced 10 months of problems with the Internet service, our records do not support a refund of service. We have no service calls on record for the data issues that the customer brought up in her complaint. The notes from our Technical Support Agents who attempted to assist the customer by phone indicated that our system levels and signal strength was acceptable and within the appropriate parameters, and the customer was referred to contact the manufacturer of her router.    We are sorry that we weren’t able to provide the Revdex.com with the answer that the customer was looking for.  In an effort of good customer relations, the Early Termination Fees for the cable and the Internet service have been removed from the customer’s account.  The subscriber may contact our Billing/Customer Service Team at ###-###-#### for an updated balance on her account.     We hope this information has been beneficial to the Revdex.com.  Thank you. [redacted]/ Cox Communications Executive Office/ Arizona