Cox Communications, Inc.

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 3, 2016

I have been a Cox Communications customer here in the Phoenix area for a long time. On my December bill they raised the price of my services $15, from $136 to $151. No reason was given and no upgraded services were provided. When I called to inquire the best answer given by the customer service rep was I was losing my "Customer Loyalty" discount. I have never been late on a payment throughout the years.

The customer service rep told me to expect another increase at the end of December, then another $7 increase on January 7th to approx $167. When asked to retain the "Customer Loyalty" discount I was denied. When I asked what upgrades I could expect for this total of a $33 a month increase, the answer was none.

Cox has lost sight of what "Customer Loyalty" is and has become more greedy than ever. I am ashamed of their business practices and can not recommend them to anyone.

Revdex.com #11253745We 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

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

We would like to thank the customer for taking the time to file their concerns regarding their Cox account.  Please let me begin with an apology for...

any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.
Regarding the customer’s concerns with their account, we do see that they have since contacted our Customer Care Center on 8/30/16 to have their requested removal of HBO processed. We would like to assure our customer that at no point would our company intentionally place services on our customer’s accounts without their permission.
 
Please know, we will ensure the feedback regarding this experience will be addressed with the appropriate Cox Leadership to ensure the issue is addressed. Additionally, due to the frustration our customer has experienced in addition to their extended tenure with our company we will apply a $20.00 adjustment to their account as a one time courtesy. We are confident the issue at hand has now been resolved.
 
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. Thank you. George Executive Resolutions Cox Communications

Revdex.com #[redacted]We would...

like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration.Due to the concerns brought to the attention of your office we performed a thorough review of the client’s account.  We have concluded to issue the requested credit in the amount of $40.81.  This credit will appear on the statement printing on or around April 6, 2016.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.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

April  25, 2014

Revdex.com Complaint ID [redacted] – [redacted]

Re:  Customer Disputing Early Termination Fee

We want to thank our customer for taking time from his busy day to let us know about his concerns regarding the early termination fee...

associated with his contract.  It is always our goal at Cox Communications to provide our customers with exemplary customer service.  Unfortunately, it does not appear that we were successful in this effort in meeting his expectations.  We would like to apologize for the inconvenience that this issue has caused him.

Upon receipt of the complaint, her account was completely researched.  Our records indicate that our customer accepted a Price Lock Guarantee on 12-12-12 when he called to get a reduction on his monthly billing.    Our customer enjoyed a deeply discounted level of service during the term of the Price Lock Guarantee.  As a courtesy to our long-time customer, we have waived the early termination fees in the amount of $82.25.  The credits were applied to the account today.  

We want our customer to know that we appreciate his loyalty, and apologize for the poor customer experience that he encountered.  If our customer has any additional questions or concerns, he can contact our Customer Care Team at [redacted]. Thank you. 

Sincerely,[redacted]

Executive Resolutions 

Office of the General Manager

Cox Communications/Arizona

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our...

customers concerns regarding their payment and billing.  It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we performed a thorough review of our clients account.  A refund in the amount of $382.20 was processed on 3/15/16 and credited to the client’s credit card.  In response to his request for additional credit, our records indicate he was on a Price Lock Guarantee from the inception of his account.  The terms and conditions of this agreement were on his first statement and confirmed that there would be an Early Termination Fee if any services were canceled.  We do not have support to issue credit for the Early Termination Fee. We hope this information has been helpful to your office.  Jaimi / Executive Resolutions Office of the General Manager Cox 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.The representative I had spoken to was patient and more than courteous and I really appreciated the concern he had about my experience. However, I don't think we were on the same page of my concern of the amount of my bill in that I had asked Cox for something along the price of $100 and was assured by the representative that my bill would be close to that amount monthly. That was actually the reason for my call. I was getting less services for the same amount I had paid for for digital service and all the other bells and whistles. $159 a month for cable channels of less than 100 and Internet and a phone I never really used. I had paid the same amount for digital extended cable and HD. I really feel like I hadn't gotten what I asked for and for some reason it was difficult for us to get on the same page about that. He did refund me the late fees associated with my account but I really feel I got fleeced by COX in general and I'm still left with a final bill for services I had not really wanted. You can never really figure out what your fees are vs what you're getting. The vagueness of how they charge needs to change.

Regards,

I have reviewed the response made by the business in reference to complaint ID 10095354, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I am not sure how a company stating how hard they strive for excellent customer service, accepts 0 responsibility when I had to make dozens of calls and ultimately it required my cancellation in order to get out from under the shell game played in order to get customers to sign up. I have in writing what COX's representative Celene stated. I am sure it is just a matter of time before a class action law suit will be brought against COX costing them millions of dollars. I am not the only person to be hoodwinked by COX. Let me point out the deceit.

1 Installation between $30 and $60.00 actual $160.00 please explain the extra $100.00 charge. Installer from COX cuts cable rather that unscrewing cable. Results in an additional charge for a service call to repair when I went back to [redacted]. Internet would not work in my office where [redacted] worked perfect previously. This was discovered before the installer left my home. Multiple calls to the office by the installer only resulted in informing me the only solution was to install another Modem at another additional subscription cost.

2. I clearly asked in writing and it is documented that I asked for the ID channel and asked for the 5 TV's. Your bait and switch tactics are clear. When I called in my understanding was I would not get a digital signal to the other 4 TV's so I would not get those channels.

3. I am finally sitting at 0 balance owed to COX. This was only after 7 or 8 calls and even as late as yesterday there was still a balance. It was not until I called again yesterday that they cleared my bill.

A short response back from COX stating how great of a company they are, and how it was all a result of my misunderstanding is not supported by the facts, and is an absolute insult to myself and the consumers they market too.

Regards,

I was contacted by a representative from COX.  I was given the same answers I was previous.  There is nothing they will do about the ad.  They stated after filling out address and being an existing customer this promotion was not available in my area.  They said as an existing customer I don't qualify, because I have the wrong service to get the ad pricing.  Still no disclaimer stating that in the ad.    My issue was the ad didn't have a disclaimer for the cheaper price. COX said it isn't available in my area so it doesn't matter.  I was required to drop my service to the lowest level of internet to keep my price close to where it had been, or sign a two year contract for a still more expensive price.  I was advised this was all they were willing to do.

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 cancelled the internet service not putting it on seasonal. 

Regards,

January 14, 2014

 

Revdex.com Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file his concerns regarding the service issues described in his complaint.   Please let me begin with an apology for...

any inconvenience he experienced.  We certainly do not want to cause him any frustrations.

 

On January 7, 2013 the customer placed an order to have service installed.  The order was scheduled as a self install as the customer agreed to perform the interior connections himself.  This method of install is free.  On a self install the technician will activate the service outside without making customer contact.  On January 8 the technician arrived to activate the service and determined that there were service issues with the cable line to the customers’ home that if activated, would have caused the customer problems with the service.  The technician is supposed to leave a door tag on the customers’ door informing them that the service could not be activated and to call and reschedule the appointment.  I do apologize to Mr. [redacted] that this was not done.

 

The order was then changed to a professional install which does carry a charge of $60.00 for the install because the technician must enter the home and complete the job which was done on January 9.  Account records show that his was originally scheduled between the 1-3pm time slot and it had not been rescheduled from an earlier time slot.

 

I have credited the $60.00 install charge as we value Mr. [redacted]’s feedback as it allows us to improve on our customer service and provides the technician with valuable coaching opportunities.   

 

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 [redacted]. Thank you.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

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 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 their services. 
 
We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution.
 
As always, 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

I do not accept this response because my services were never off. If they would have been off on my end I would have no problem with it. But I don't believe it's fair to charge me a fee to reconnect something that was NOT off. I was using my internet right up to before my call to them to make the payment. The lady on the phone at that time I made the payment knew they weren't off because I told her and she was surprised. If they were off I would have no problem paying to reconnect, but they were not off! Thank you so much for your time and any help you can give me. **

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 their concerns and provide a successful resolution. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

March 7, 2016
Revdex.com rebuttal [redacted]
We were sorry to hear that the customer is unhappy with our response to your office.
While the customer disputes the reconnection fee that was charged to her account, our review confirmed that the customer s made payment arrangements directly with our Collections Team for payment.  Once a client enters into an agreement for payment, our Customer Service Team is unable to make changes to the verbal commitment that the customer has given to our Collections Department.  If payment is not made as promised, the service is shut down via our system.  Should the customer wish to further dispute the reactivation fee on her bill, she may contact our Collections Team directly at [redacted]. 
We hope this additional information has been helpful to your office.  Thank you.
[redacted]/Cox Communications Executive Offices/ Arizona

AWFUL COMPANY!! I cannot express how much stress dealing with Cox has caused me. For 3 monthes straight we have been having issues with our internet. Tech after tech after tech come out, they move the modem, they switch the modem they think maybe it's this but they decide not to check it. they talk about how the last tech was wrong but they also don't know the issue, then after all of that they say it's a loose socket. Are you KIDDING ME? There is NO way I have loose sockets in every room in my home. Yet the people who run there Facebook page gleefully message me saying they figured it out! Yesterday the same tech who apparently told them loose sockets told us oh it's your location, BYE! I paid my bill which every single last chat agent refused to adjust KNOWING I had virtually NO service except for a few dollars which apparently no service means they still want money despite the issues and despite others promising to fully adjust it. This company is a scam! Every last comment on there Facebook page is a complaint about how awful service is and how money hungry this company is. DO NOT CHOOSE COX!

March 18, 2014 Complaint ID# [redacted] We would like to thank the customer for taking the time to contact our company via the Revdex.com regarding the billing on her former account.  We regret the frustration and difficulty the customer has experienced in her attempt to...

resolve this matter.We’ve reviewed the customer’s account and cannot find any indication that the customer contacted us to close her account.  We have no indication that account has been accessed at any point prior to October 30th when the customer claims she requested disconnection of her Internet service.  This is why the account was not closed until it went into non-payment status on November 21, 2013.  We’ve removed the outstanding balance of $67.98 as a show of our commitment to being the most trusted provider.  We have also notified the collections agency as to the now satisfied status of this debt. The customer has been an outstanding customer and we hope to have the honor and pleasure of her business in the future.  Should the customer have any questions regarding the status of this account she may contact the Collections department at [redacted], or our Billing department at [redacted]. Thank you for your time and consideration.  Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]