Cox Communications, Inc.

Revdex.com #[redacted]

51); font-family: "Helvetica",sans-serif; font-size: 10pt;">We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address his concerns in regards to his monthly rate.  After speaking to him we were able to assist him with his monthly rate and feel that the outcome was successful.  As for his concerns on our rate changes, we advised him that rate changes will be posted on his statement 30 days before the increase goes into effect.  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 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]

We were one of the first VOIP customers for Cox Communications in Arizona - or so they told us. As part of their "pilot" program, they promised us we would receive extra attention because "the higher ups really want to see if this will work" (meaning their VOIP network). Well, after being on their VOIP network for more than 18 months now, I can tell you it's been a small business' worst nightmare. Every month it seems we are having issues of some type - service goes down, mis-routed calls, etc. Today's issue (for which we were unable to reach Tech Support, so having to go through our Cox contacts) involved all of our incoming calls being mis-routed to another business that has NOTHING to do with my company. We are losing business revenue today as a result. We are EXTREMELY disappointed with Cox Communications VOIP "service".

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to disconnect his prior account.  We sincerely regret the inconvenience that he experienced...

with our company.We spoke with our customer to apologize for the poor customer service experience and disconnected both accounts as he requested.  We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

I do not accept their response as it does not address the issues. No avceptabe response regarding the exchange of the modem, the reason my phone & tv were disconnected for over an hour. Also I still can't receive incoming phone calls. Also no date I should receive my old number back. With all the communication I had with this company & all the problems I had, their response doesn't even begin to recognise the frustration this company has put me through. I still need the modem changed out, my old phone number back & the ability to receive incoming phone calls.

June 11, 2014

Revdex.com complaint # [redacted]

We were sorry to hear that one of our long-time customers was having difficulty with her cable services.  Because of the complaint filed with the Revdex.com, a thorough investigation has been completed on the account.

Our records indicate that the last service call completed at the customer’s home was in November of 2013.  Because the customer is having reception issues on multiple boxes/TV in her home, we have requested our Field Leadership Team to assist us with service concerns that the customer brought to the attention of the Revdex.com.  Our Field Supervisor will work directly with the customer to resolution of the video problems and we will work together and ensure the customer is appropriately compensated for the lack of service that she has experienced.

We appreciate the opportunity that the Revdex.com has given us to ensure our subscriber receives the service that she expects, and deserves.  Thank you.

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

Dear Ms. [redacted]
Please accept our apologies if you feel our initial response was not sufficient.  We would like to have a technician come to your home to address and resolve all of your service concerns.
Please contact me at your earliest convenience so that we can confirm a good day and time to have someone come out.  My office hours are 8:30am to 5:00pm, Monday through Friday.
Respectfully,
Sylvia L. D[redacted]
Executive Office of the Regional Manager
1-[redacted]

[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,

[redacted] Case #[redacted] We are sorry to hear our business customer has been having difficulties with disconnecting his business account.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed...

in the complaint.  Thank you for your time and consideration. [redacted]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 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,

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding his service issues.  We sincerely regret the inconvenience that he experienced with our company.  Since receiving the rebuttal we worked with our customer and arranged a visit to his home by our Field Service technicians.  During the visit the technicians made some corrections to improve the service signal.  We reached out to our customer to confirm the service is working correctly since our visit with no response.  We will be happy to assist our customer if he contacts us.  We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / 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

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding her attempts to have her service installed.  We sincerely regret the inconvenience that she experienced...

with our company.Upon receipt of this complaint we contacted our customer to acknowledge her concerns and confirmed the install appointment scheduled for 3/14/15.  We then involved our Field Service group to ensure the install was completed.  Our records show the service was installed on 3/14/15.  We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

July 14, 2014

Better Business Complaint – ID #[redacted] – [redacted]

This is in response to our customer’s complaint regarding a claim that we allowed an unauthorized person to make changes to her account that increased her pricing during the month of February (02/17/2014).  She further claims that this resulted in a return payment for the amount of $177.50 and customer was charged a $25 Returned Payment Fee.  It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding her payment issue. We apologize for the inconvenience that this customer has encountered in her attempts to get this issue resolved.

Upon receipt of this complaint, our customer’s account was thoroughly researched.   It was determined that there were no account changes that were made before/after the month of February.   Customer spoke to a Fraud Investigator on 03/20/2014, who advised her there was no fraud involved and recommended she change her Cox Pin for added protection.  On that same day, our customer spoke to a representative who explained that pricing changes were due to pricing action that affected the majority of our customers.  This representative submitted a request to have the $25.00 fee waived.  The transaction details are as follows:

·        1/22/14 – 02/21/14 – Customer was billed $177.50, reflecting our new prices for 2014

·        02/17/2014 – Payment for $177.50 was returned

·        02/21/2014 – Customer made a payment of $177.50, leaving a balance of $25 for return payment fee

·        02/22/14 – 03/21/14 – Customer was billed a balance of $205.01 (this included new balance and $25 returned payment fee)

·        03/22/14 – 04/21/2014 – Customer was billed $382.51 (this included $205.01 past due and new billing balance)

·        03/23/14 – Customer made a payment of $177.50 and $25 was waived, leaving a balance of $180.01

·        04/22/14 – 05/22/14 – Customer was billed $376.59 (this included past due $180.01, late payment fees and new billing balance)

·        04/29 – Customer disconnected cable services. Made a payment of $107.71 and we credited a $8.38 late payment fee. This left a balance of $207.47.

·        05/07/14 – Customer disconnected internet and telephone - after prorates there was a remaining balance of $151.45

·        05/09/14 – We billed her $320.00 (cable receiver) and $60 (emta) as equipment had not been returned

·        05/13/14 – We credited cable receiver, $320.00

·        05/27/14 – We credit emta, $60

·        05/28/14 – Customer made a payment of $50.00

·        As of 07/03/14, customer owes a remaining balance of $101.45

Based on our findings, there were no unauthorized account changes, over charges, or over payments on this account. Additional fees (returned fees, late payment fee) were waived by Cox.   Unfortunately, since customer consistently paid late, this generated bills reflecting her past due balance and current charges.   

Again, we apologize for the poor customer experience that was encountered.  If our customer should have any additional questions or concerns regarding her former account, she can contact our Care Center at [redacted].  Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me and that George's response and his employees were prompt in responding to the complaint, listened, apologized, and thanked me for bringing it to their attention.  I consider the matter at this point resolved, and the case may be closed.

January 28, 2014 Revdex.com complaint ID –[redacted] We were sorry to hear of the difficulty that the customer experienced with her purchased equipment charge.  Due to the concerns that the customer brought to the attention of your office, we contacted the...

subscriber directly.  We advised the customer that our records confirm that her account is not in collection status, and there are no charges on her former account.  We also confirmed that her account information was removed from the collections agency records, and she does own the equipment in question.  The customer has been given a direct contact number to reach us for any other concerns related to this matter. We appreciate the opportunity that the Revdex.com has given us to address the matter.    [redacted]/Cox Communications Executive Offices/ Arizona

We are sorry to hear our customer was negatively impacted by billing issues.  We have attempted to directly contact the customer by telephone and email. The customer was given a contact number and email address for different way to communicate with us. We have reviewed the account in regards to...

the equipment charges. Once we have made contact with the customer, we can provide the updates and come to a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We want to thank Ms. [redacted] for taking the time to file her concern.  In receipt of this complaint, Cox reviewed her account and contract terms.  Cox determined that we...

would be able to accommodate her request to disconnect the 4 phone lines without penalty.  Cox spoke with Ms. [redacted] to advise of the outcome and we believe she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

I have been a loyal Cox customer for 10 years. During a phone call with one of the representatives about our internet service, it was determined a technician needed to come to the house to test the signal. Service was scheduled for the next day between 1pm-3pm. I had to use vacation time from work to ensure I would be at the house during those hours. And I waited...and waited. No one ever showed up. When I called Cox, the work order and not been correctly entered. When asked to speak to a Supervisor, I was placed on hold for 10 minutes, the representative still could not find a Supervisor. At that point, the work order had been found and they would try to get someone to the house by 8pm. If they couldn't, someone would be out first thing the next morning. However, at 7pm, I received an automated call that a technician would be at the house between 3pm-5pm the next day. I was able to speak to a Supervisor who advised they would expedite the service call for the next morning. At 9am the next morning, I was advised I could expect someone between 3pm-5pm that day; that is not expedited. I expected better customer service from Cox, especially as a loyal customer for 10 years. Cox should have done more for this customer and right their wrong by ensuring a technician was at the house that night or they should have made my house the very first stop the next morning. This is very disappointing, especially after the representative said it "happens all the time." That's too bad for the customer.

We would like to thank the customer for taking the time to file their concerns regarding their automatic payments.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.Regarding our customer’s...

concerns with their automatic payments, we did attempt to reach them at their Cox service telephone number ([redacted]) to address these issues on 12/29/14 and 12/30/14 but we were unsuccessful. We have left voicemail messages with our contact information on each of these attempts.  Additionally, when researching the account we do see that our customer did speak with a member of our Corporate Escalations Department who appears to have addressed the issues outlined within this complaint as of 12/29/14. Should our customer opt to contact us or if the issues are still unresolved we will be happy to address their concerns with their automatic payments. 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. [redacted]Executive ResolutionsCox Communications