Cox Communications, Inc.

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,

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.Cox made no attempt to resolve the complaint. They simply say they put their equipment where they please.

Regards,

Revdex.com Case # [redacted]
We would like to thank the customer for taking the time to file their concerns regarding the Internet pricing. 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

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 read that reply from Cox, which is nothing but a repeat of what is on their record for that $105 charge. No where is there an answer to the fact that they cashed the check which had “Paid in full” on it. That same office acknowledged to me they have that letter. I sent to Revdex.com, and Cox headquarters the entire story including that I had paid in full for that service period which ended March 3rd, the day I cancelled Cox’s services, Every body, including Revdex.com and Cox headquarters, has all that information from me. Cox is paid in full, I owe them no money, and not a one of you would be paying any such incorrect bill if you had been so charged. I have answered/spoke to everyone involved. No more correspondence from me. Simply write that bill off as you should have done from day one. And remember, they were originally charging me over $400, every dollar of it absolutely unearned, and it took several calls to get that out of the record. Thanks again. [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.

This business response is not acceptable because it has

nothing to do with my complaint. My complaint was about wrong billing in period

of November-December 2013 and January 2014, not the future premium price. My

first complaint was set in December 23, 2013 with Cox customer service and not

solved until now. This is well known problem with Cox customer service on all

levels: they don’t listen and do not try to see what customer is talking about.

Again my complaint is about incorrect billing at time when

all discounts were in place. And Cox even not inform me officially about future

price increase (what Cox did, by the way, one year ago when price was up from

$19.99 to $28.18).

This complaint is NOT about absurd price ($62) for lowest

Internet connection. Nobody can find price like this with any Internet provider

nationwide. This is sales trick to set high price and then give a bunch of fake

discount.  I don’t want even discuss this

with business.

I WANT COX TO FIX ERROR WITH BILLING IN THE LAST TWO-THREE

MONTHS AND SET MY DEBT TO ZERO.

Regards,

[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,

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 monthly rate.  We sincerely regret the inconvenience that she experienced with our company.Upon...

receipt of this complaint, we performed a complete review of our customer’s account.  We found a discount promised was not added to the order which caused an incorrect monthly rate.  We added the discount which corrected the monthly rate. 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]

October 28, 2015Revdex.com complaint # [redacted]We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her billing.  Due to the concerns that the client brought to your attention, we contacted her directly to discuss the...

details.  Although the subscriber refused to speak with us, we have honored her misquote through a credit in her account.  The client has our contact information so she can call us directly.As always, we thank the Revdex.com for the opportunity to assist our customer.Luis/Cox Communications Executive Offices/ Arizona

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. 

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.

 

Regards,

 I tried to go through the billing department.  I shouldn't have to spend 45 minutes on the phone with no answers and be told that if I want to speak to management, I'd have to wait for 30 minutes.  I'm not going to speak to someone who can't answer my questions, I spent long enough.  A manager can call me, this is the way it should be resolved.

Also, I asked for detailed statements for the last 6-12 months.  Send them to me if you can't post them.  One time I'm told all my bills can be found on the website and now I'm being told that it can't.  This is the worst customer service I've ever encountered.

I have been a customer of Cox since 1991, I pay my bill on time every month. Seems like this past year I started having problems. When I go to watch a desired channel in which I pay good money for it comes up unavailable check back later seems to be happening more and more often. I pay a total of $95.49 a month and can not watch a lot of my channels because of this issue. I have notified Cox of this on going problem and when I can finally reach a person who can speak plain enough english that I can understand what info they are telling me it's the same thing, "Unplug your receiver and plug it back in." That does not work, I'm tired of paying good money for programs each and every month that I'm unable to watch. Another issue is the line up of shows have been terrible, they show several programs on the same channel then just repeat the same shows over and over every 3-4 hrs or so. I found this happening a lot on the channel 90 as well as a few other channels, that is when it doesn't come up unavailable and I'm not able to watch it at all. So this is my last resort after being hung up on by the last tech person I spoke with after I told her "Ma'am I'm sorry I can not understand what you are saying. I didn't yell at her and was not rude I just told her I couldn't understand her. I hope Cox will look into these issues but, for me I believe I will be trying satellite and drop my cable. Thank you!

April 8, 2014

 

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

 

We would like to thank the customer for taking the time to file her concerns regarding the credit issued to her account.   Please let me begin with an apology for any...

inconvenience she experienced.  We certainly do not want to cause her any frustrations.

 

In my initial response to the Revdex.com I specifically stated that the one month credit was for video service only.  At the time the credit was issued the customer owed $160.76.  After the credit the balance was $94.29.  Then the customer’s next month bill printed which added her normal monthly bill to the $94.29 which brought her current balance to $214.61 with $59.66 as a past due balance.  The late fee was credited on March 28 leaving a balance due of $206.23.

 

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

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 recent experience.   We sincerely regret the inconvenience that he experienced with our company.

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Upon receipt of this complaint, we performed a complete review of our customer’s account and reviewed the calls in question.  Our records provided the following information:

 

Cox business policy allows billing reps to make changes such as upgrades or downgrades to services but they cannot disconnect services.  Billing agents must transfer the call to our Loyalty group when a customer asks to disconnect a service. 

Our customer called in and was routed to a billing agent.  Our customer explained they wanted to change their television services.  Our agent reviews which channels the customer uses and which can be removed.  The agent advises which bundle discounts are associated with certain channels.  After discussing the changes the customer would like to make to her television services the agent quotes the new rate our customer then asks about downgrading the internet service.  After discussing the benefit of the current internet service the service is downgraded and the new rate is quoted.  Our agent explained the new rate included the bundle discount.  Our customer then asks to remove the telephone.   Our agent was required to transfer the service to a Loyalty.  Before transferring the call our agent quote a price stating it is an estimate and cannot guarantee the price because there are bundle discounts on the account and also states our customer should make sure she keeps the discount.  None of the changes are kept and the call is then transferred to the loyalty group.

Our customer then speaks with an agent in our Loyalty group.  Our customer explains they were downgrading services and removing the phone service with the last person they spoke with.  After making the changes which included removing the telephone service the agent quotes a price which was more than quoted by the first agent.  The agent explains the discount is less because our customer loses a bundle discount.  Our agent adds a temporary discount to help lower the monthly rate.

We worked with our customer to remove services that do not fit their use and explained they have bundle discounts associated with certain service.  When services associated with bundle discounts are removed the discount must be removed with the service.  As an attempt to help reduce our customer’s monthly rate we added a temporary discount. 

We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue. 

Sincerely,

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

October 29, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the [redacted] regarding his refund concerns.

On September 5th 2014 the unreturned video equipment charges were assessed to the customer account. This...

balance was reflected on the customer’s September 16th billing statement.

Because the customer was enrolled in our EasyPay billing, this amount was withdrawn from his bank account on the scheduled due date of October 9th.  The customer returned the video equipment on October 10th and the charges were reversed on October 10th.  A refund check was generated on October 15th and printed then mailed to the billing address on October 17th. 

We understand the difficulty this has caused our valued customer and took every reasonable step to ensure the customer received his money in a timely manner. 

 

Thank you for your time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

March 13, 2014

Complaint ID#  [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding his account billing concerns. We are sorry to hear that the customer believes they were quoted an inaccurate pricing for their monthly services. 

We’ve reviewed the customer’s account billing and found the following: The customer signed up for services on November 8th 2013 with video, telephone, and internet service at a price point of $111.76 before taxes. After all taxes and applicable fees the customer’s monthly rate at that time was $121.70.

On November 10th, the date of service installation, the original sales work order was modified.  The standard DVR included in the original price quote was swapped for our advanced Contour DVR which is approximately $10 a month more before taxes. This increased the customer’s monthly pricing to $132.20 a month including then taxes and fees. 

We are sorry the customer believes they were quoted incorrectly.  Price quotes are given prior to taxes and any applicable fees.  The customer is currently receiving several promotions from the normal rate card pricing and there are no available discounts for the customer’s account.  We do encourage the customer to contact our Customer Loyalty team at ###-###-#### to review ways to lower the bill. 

Thank you for your time and consideration.

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Revdex.com complaint # [redacted]—Gregory Baker  We were sorry to hear that the customer was not satisfied with our resolution and response to his credit request.  We contacted the customer directly and confirmed that our company has given him approximately half of his requested refund for services rendered from 2013 to 2015.  We explained that our refund estimate was calculated including the credit that the customer already received.  Without documentation or account notes to confirm or validate that the customer requested disconnection of service at his most recent account in August of 2013, we have no support for further credit.  Our company feels that by agreeing to meet the customer half way, our $619.90 refund is generous.

We also advised him that as a consumer, it is his responsibility to be aware of automatic debits to his bank account.  Billing errors that are brought to our attention in a timely manner can be quickly rectified. 

We hope this information has been helpful to your office.
Catherine/Cox Communications Executive Offices/ Arizona

We would like to thank the consumer for taking the time to file his concerns about his customer service experience with Cox. Please let me begin with an apology for challenges that he has had while trying to resolve his concerns. We take great pride on building a dependable...

and outstanding relationship with our customers and we train our employees to uphold this position while working to resolve problems. I hope this incident will not weaken that valued relationship that we would like to provide, and most importantly, what he should expect from our company.As requested, I contacted the customer by telephone; however, we have been unable to speak at length regarding his concerns. In an effort to respond to the complaint, I have addressed the items he outlined here in writing.Research of the account tells us that he spoke with two different supervisors on two different occasions when he requested to escalate his concerns; [redacted] on 12/1 and Cody on 12/7. In addition, his account had been credited for the installation charge on 11/30. In his most recent request to the Revdex.com, he has requested credit for one day of cable when his service was not working. I have applied that credit today and the credit will be reflected on his next monthly statement, scheduled to print on January 27, 2014.A complete review of the work orders on his account indicate that he was scheduled for a Self-Connect installation on 11/30/13. A Self-Connect installation schedules a technician to come to the home during any time of the day. The technician connects the services outside at the pedestal, leaves a notice on the customer’s door when it is completed, and then all of the inside work is completed by the customer. This type of work order is never scheduled for a specific timeframe. We do not have any other work orders scheduled for the consumer. During the call with our supervisor on 12/1, [redacted] provided the consumer with a credit due to the confusion concerning the arrival time and the type of installation he had. We regret that the customer experienced the problems he outlined. He has been our loyal customer for over five years and we appreciate his patronage. For future assistance with any other issues that may arise, you may call our Customer Care Center at ###-###-####. Our Technical Support Agents are available 24 hours a day, seven days a week. Thank you.[redacted]Executive Resolutions SpecialistOffice of the General Manager

We apologize for the difficulty the customer has experienced with her account billing.  We have reviewed her concerns and show that the representative the customer was working with has thus far honored the agreement made to reduce the customer's monthly rate to $149.11 a month through...

to January.  The customer's account was adjusted on October 8th; 3 days after her most recent statement printed and is the reason the customer received a balance showing a payment due over this amount.  She may remit payment for $149.11 for her October bill.

We have reached out to the customer to inform her that we will continue to honor this agreement for pricing at $149.11 through her January billing. 

Thank you for your time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

July 14, 2014

11pt;">

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

This is in response to the complaint that our customer filed with the Revdex.com regarding the extremely poor customer service experience he encountered.  We want to thank him for taking time from his busy schedule to let us know about his concerns regarding his dispute on the outstanding balance for his account.  It is always our goal at Cox Communications to provide our customers with exemplary customer service.  Unfortunately, it appears that we failed him miserably.  We would like to apologize for the inconvenience that these issues caused our customer.

We researched the account and one of our representatives reached out to our customer to discuss his concerns.  They reviewed the account in detail and determined that the largest portion of the outstanding balance was the cable box that he still had in his possession.  He advised that he would get the equipment returned by Friday, July 18, 2014.  The outstanding balance at that time will be $218.34 which he has agreed to pay. It was noted that the early termination fee was waived on the account due to all of the issues the customer encountered.

We certainly apologize to our customer for all of the issues that he encountered. We want him to know that we valued him as a customer and appreciated his business.   We know that this apology does not make up for the poor customer experience that he encountered, but if there is a possibility that he might give us another opportunity to correct this situation, I am requesting that he contact me at [redacted].  Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

We were sorry to hear of the delay that the customer experienced with our company regarding her refund. Due to the concerns that the customer brought to your attention, we spoke to her directly regarding the difficulty that she has experienced in receiving her refund in a timely...

manner.  We contacted our Accounting Department and requested that a check be drafted and sent to the customer as soon as possible.  Our Accounting Team agreed to process and expedite the refund for the customer within 72 hours.  We sincerely regret that the customer did not get her refund check as quickly as she should have.  We appreciate the opportunity that the Revdex.com has given us to assist this customer.   [redacted]/Office of the General Manager/ Cox Communications Executive offices/ [redacted]