Cox Communications, Inc.

October 28, 2015 Revdex.com rebuttal [redacted]We were sorry to hear that the customer is not satisfied with the assistance that she has received from our company.  Due to the concerns that she brought to your attention, we contacted the customer directly this morning.  While we were only able to leave her a message, we gave her our contact information and advised her to contact us at her convenience.  We also advised the customer that we need more details to be able to locate and listen to a call between her and one of our Care Center employees.  In our message to the subscriber, we asked for clarification on her concerns.  Because the customer called our Corporate Office with questions on cable outages and DVR issues, and then filed a complaint with your office regarding billing and our Customer Service agents, we are looking for clarification on what the current/ main issues are for the subscriber. Our Customer Care Managers in our Corporate Office contacted the customer on Monday and explained planned and unplanned (maintenance) outages to the customer.   As always, we appreciate the opportunity your office has given to us.  Thank you.[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Cox has used false advertisement and and charged me $200 to chnage my service without clearly notifying me at the start of service.

We would like to thank the customer for taking the time to file her concerns regarding her Internet services.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.On 1/28/15 we were able to speak with...

our customer and explained that we are dedicated to reaching a resolution for her. During this conversation we scheduled a repair appointment which was completed on 2/01/15. During this repair appointment, our technician determined additional repairs would be required on the outside of the home and entered a maintenance ticket to complete these repairs. In most cases these repairs are completed within 3-5 days.Our customer was made aware of this by our field technician and was also made aware of this by our department on 2/02/15.  We would like to assure our customer that they will be informed on the status of these repairs as we move through the process.We truly appreciate the patience and understanding of our customer throughout this situation. 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 ###-###-####. Thank You.[redacted]Executive ResolutionsCox Communications

May 30, 2014

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

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 sincerely regret the inconvenience that she has experienced with our company.
 

Upon receipt of this complaint, we performed a complete review of our customer’s account.  We are providing the results of that investigation as follows:
 

1.      2-28-14 – Our customer contacted the Customer Care Center and discussed whether or not she should make a payment as she had signed up for Easy Pay.  The representative explained the process and indicated that the first payment should be made.  The customer made a payment in the amount of $138.49.  (billing statement amount was $199.99 minus the installation charges would have been $138.49)

2.     3-05-14 – Our customer made another payment in the amount of $199.99 (balance shown on the 2-09-14 billing statement).

3.     3-09-14 – Billing statement issued showing a credit balance of $63.00 – Easy pay would not have generated a request for payment from the customer’s account due to the credit balance.

4.     3-11-14 – The $199.99 payment was rejected by our customer’s financial institution.

5.     4-10-14 – Billing statement issued showing a balance due of $307.37 which took into consideration the rejected payment in the amount of $199.99.

6.     4-10-14 – Easy Pay took a payment in the amount of $307.37 to satisfy the balance due on the account.
 

Based on the information provided above, we found that our Easy Pay process was working properly.  It does appear though that our representatives provided incorrect information to our customer when she inquired about her account and we truly apologize for the confusion that she encountered.  Our customer can obtain billing statement information for 18 months on line at Cox.com
 

As a courtesy to our customer for the poor customer experience that she encountered, a credit in the amount of $103.58 was applied to the account to clear the balance on the May statement.  There is currently a credit in the amount of $103.58 that will apply against the June billing statement.
 

Again, we apologize to our customer for the confusion surrounding her account.  It is never our intention to provide incorrect information.  Our customer can contact the Care Center at ###-###-#### if she has any additional questions regarding her account.  Thank you.
 

Sincerely,
 
 

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

We advised your office in our first response that our Network Operations Team confirmed the challenges that we experienced during an On Demand upgrade, and we were advised the problems were intermittent.   As our Social Media Team advised the subscriber, we are aware of the VOD content latency issue that some customer’s may be experiencing.   The issue has been escalated to our Corporate Offices, and our Network Engineers are working to ensure the On Demand content updates in a timelier manner.    We are sorry that we weren’t able to give the answer to the customer that he was hoping to hear.  We will contact the customer directly in an attempt to answer his specific questions on this matter.  [redacted]/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 am dissatisfied with the response because of the fact that cox is blaming my tv when I was told by [redacted], who diagnosed my tv, that the tv would never output power and leave a burn mark on the hdmi input. I have paperwork from [redacted] stating it had to be the the cable box that caused the damage.

Regards,

We were sorry to hear that the customer was unhappy with our first response to your company.

 

Because the customer disputes the information that he has been given regarding his recent claim, we requested further assistance from our Damage Claims Department.  Our Claims Investigator [redacted] contacted the customer today and explained that we have exhausted all of our efforts to prove that our company did not damage his TV and Play Station.  [redacted] also advised the customer that if he should choose to further dispute the claim, the client can contact us directly to provide any further documentation to support the claim that our convertor box caused damage to the his TV and equipment.  We also spoke with the [redacted] agent that the customer worked with, and we clarified that their findings did not specify that our box caused the damage, but they simply stated that an external device “may have caused damage.”  Based on the test results that were performed on the convertor and the coax cable, we have no support to replace the customer’s TV set and PlayStation.   

 

We are sorry for the inconvenience that the customer has experienced. Thank you again for the opportunity to address the customer’s concerns. 

 

[redacted]/Cox Communications Executive Offices/ Arizona

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,

We have reached out to the customer in order to educate him that we did not bill the customer for services prior to when the customer’s account became active on October 8th.  The customer was educated that his 30 day billing cycle for his statement was for charges from October 8th through to...

November 7th and that our bills are printed and mailed to the customer in advance with a due date five days before the end of the current billing cycle. The customer did not find this to be agreeable to him.  We are sorry to hear this but will not be changing our billing system. Thank you, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

January 23, 2015 [redacted] complaint # 10412979—[redacted] We were sorry to hear that the customer is unhappy with the rates and has disconnected his service.   Because of the complaint filed with your office, a thorough investigation has been completed on...

the customer’s account.    Our records confirm that several of our Customer Service agents spoke to the customer and advised him that the initial rate that he was being charged was a temporary campaign.  Our company like many others; offer attractive rates to new subscribers in hopes of gaining a loyal customer.  We also offer current customer campaigns, and have a varied amount of marketing promotions for our long-time and existing customers.   Review of the customer’s January bill also confirms that he was notified of the upcoming rate changes, and we have taken the liberty to send the customer a copy of this statement, highlighting this information.  Because the customer did express interest in possibly reactivating his service, our Sales Department will attempt to reach the subscriber in hopes of finding a package that will fit his needs, as well as his budget.   We appreciate the opportunity to assist this customer, and thank the [redacted] for letting us know of his concerns.   [redacted]/ Cox Communications Executive offices/ [redacted]

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.

 

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding her account billing. Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.Upon receiving this complaint, we were able to...

make contact with our customer on 6/9/15. When speaking to our customer, we did explain that our department had already spoken to her on 6/2/15 regarding the same concerns and we were under the understanding that we were able to come to a resolution. Our customer then advised us she would like to withdraw her complaint as our previous explanation from 6/2/15 was a satisfactory 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive ResolutionsCox Communications

We are sorry to hear that the customer was not happy with our first response to your office.  Due to the rebuttal, we have completed a more detailed review of the concerns and the charges on the customer’s account.
 
On our most recent visit to the client’s home on May 18, 2016; we were denied access to go inside the house to review the situation. We did recommend the service call so we would be able to troubleshoot the issues that the customer brought to your attention.  On our previous service call on March 17, 2016, our tech did replace equipment in an attempt to resolve the service issues as well as installed television services.
 
To date, the customer has received over $300.00 from our company for the service issues she has reported.  We currently have no further support to apply more credits to her account.  We are unable to remove the remaining balance on the account as we were not given adequate access to troubleshoot and ultimately resolve the customer’s concerns.
 
We hope this information has been sufficient to bring final closure to this complaint. Thank you for the opportunity to provide this information.
Tell us why here...

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

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July 16, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the service issue with her [redacted] receivers.  Please let me begin with an apology for the problems she experienced while attempting to resolve this issue. The services she subscribes to should be enjoyable and trouble-free.

Research of the customer’s account confirms that a Field Technician visited her home on July 2, 2014 and replaced one of the receivers in the home.  At this time, we do not show that the customer has called to report any further issues.  I attempted to contact the customer by phone to ensure that the services are working to her satisfaction and I am awaiting her return call.  It is our hope that all of the service issues have been repaired and they are enjoying their [redacted] service.  The consumer has my contact information that I have left for her on the voice message and she may call me back to assist her.

Due to the intermittent problems that they have experienced and the scheduling conflicts that occurred, I have applied a credit to her account for one month of service.  This credit will be reflected on her next monthly statement, scheduled to print on July 23, 2014. 

We regret the difficulties the customer has had over the last few weeks and hope that we are able to regain her confidence in our organization.  We look forward to providing her with the excellent service that she deserves and should expect from our company.  If she should require further assistance, she may also contact our Customer Care Center at [redacted].  Thank you.

Executive Resolutions Specialist

Office of the General Manager

Revdex.com #[redacted]
 
We made direct contact with our customer on March 2, 2016 in response to their complaint. We have offered compensation to our customer for the troubles they have endured with their service.  She advised us that she wanted to speak to her husband before accepting any credits and she would call our office back.  Once she reaches back out to our office we will be happy to further assist her.      Thank you for your time and consideration.   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.

My current package has been explained to me several times. My concern and complaint is that the cox official website told me my package and details and showed me what was available to upgrade to with my current services. I placed an order and it was processed in your system with my current package. I received no communication until I called in. After accepting a semi reasonable explanation and agreeing to upgrade, I was then told 3 different prices for the same service - therefore the whole situation is my complaint not that I am misunderstanding my package of service.

Regards,

April 2, 2014  Complaint ID # [redacted] We would like to thank the customer for contacting our company regarding the billing on her former account and her request for a refund of service.  We regret the difficulty and frustration this matter has caused...

her. We’ve reviewed her account, and the account setup by her tenant.  We show that the tenant initiated their service on January 15th of this year.  Therefore, we have adjusted and applied a credit for service charges from January 15th to when the customer’s account was closed on March 1st.  This credit comes to $73.60.  We will issue this credit in the form of a refund check and have requested fulfillment and issuance of this check be included in the next refund batch processed.  We will have this check mailed to the customer’s current address in [redacted].  Should the customer have any further questions regarding this matter we are always available toll free at [redacted].  We apologize if as a result of this incident the customer has lost confidence in our commitment to providing outstanding customer service.  Thank you for your time and consideration. Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [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.They called me once and left a number to call back with the hours. I did call back three times now, and each time no one ever picked up or called me back after I left a message. In fact, the answering machine picked up on their end and said to leave a message with a good time for a call back and it would be 24 hours. This meant the next day of course. I did, and I made sure I was available at the time, but no one ever called me back.I called again after that, but still no answer and no call back.

Regards,

Revdex.com Case #[redacted]   We would like to thank the Revdex.com for bringing this additional information to our attention.  We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers.
 
The Damage Claim issues that the customer refers to in his correspondence to your office is from 6 years ago.  We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department.  Our investigation of the customer’s account does not indicate that ADA guidelines were violated.
Thank you for your time and consideration. *

[redacted] Cox Communications, Southwest Region

June 8, 2016—Revdex.com rebuttal [redacted]--# [redacted]
This reply is being sent to your office in regards to the rebuttal that the client filed regarding her billing dispute.  As we confirmed in our first response, the billing was adjusted as the customer requested.  The client states in her rebuttal to your office that she is now experiencing Internet speed issues. She also states that she would like someone from our Corporate Office to call her to address these service concerns.  Our Corporate Office personnel do not have the training to troubleshoot and diagnose data connectivity and speed issues with our Arizona customers.    
Our Technical Support Team is available 24 hours a day, seven days a week, and 365 days of the year for our customer’s convenience. This group can check signals, review equipment, and verify modem levels on the phone with our clients.  This team can also diagnose and provide advice to our clients, as well as schedule a service call to the customer’s home.  If a service call is needed, our Field Technicians work seven days a week, 365 days of the year, and we offer convenient two hour time frames.  We can be reached locally at ###-###-####, or toll free at ###-###-####.  Review of the customer’s account does not indicate that she has reported any service issues to us, and we have no service records on file for internet issues.  We ask that the customer utilize the resources that we provide and allow us to assist her in the manner to which our agents have been trained.
We hope this information has been helpful to your office.  Thank you.
Catherine/Cox Communications Executive Offices/ Arizona