Cox Communications, Inc.

We appreciate our customer taking the time to file their additional concerns regarding his account billing.  As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns.
While we certainly understand our customer’s concerns regarding their account credits, we must reiterate that we have already reviewed our customer’s account and were able to confirm that the installation fee of $52.50 and the courtesy adjustment of $20.00 were credited to the account on 4/18/16 and 4/24/16 respectively.
As we mentioned in our original response, these adjustments are clearly listed on our customer’s billing statement dated 5/14/16 and can be found on page 2 on the left hand side under the “Adjustments” heading. While we realize this has been a frustrating experience for our customer, no further adjustments are due to the account at this time.  
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.
George
Executive Resolutions
Cox Communications

We have cancelled the scheduled December 24th payment of $54.22, to account for the returned equipment credit. This will be reflected on the customer's December statement.  If the customer has any further questions regarding his account billing he may reach us at [redacted]. Thank you, [redacted] Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their service installation.  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 billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing.  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

We have a scheduled install time between 1 - 3 pm. Installer didn't show up two days in a row. We have to stay home from work and they can't even bother to show up.

and BTW how does a company with 94% negative feedback get an A+ rating and 3.74 stars?

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 not be reinstating my service until they can show that appropriate repairs have been made.

thank you

Regards,

Dear [redacted]
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent experience in downgrading your service.  I have reviewed your account and...

complaint letter and would like to apologize for the frustration and inconvenience we caused you.Our records do show that there were two credits applied to your account totaling $58.43.  One credit in the amount of $20.00 issued on January 10, 2016 and a second in the amount of $38.43 issued on January 16, 2016.  These credits will reflect on your next billing statement.
In addition to the above referenced credits, I have applied a one month internet credit to your account in the amount of $73.99.  This credit will also reflect on your next billing statement.
Again, on behalf of Cox, I would like to extend an apology to you as this is not the level of service we have built our reputation on.  Please feel free to contact me directly with any additional questions and/or concerns regarding your Cox account.
Respectfully,
Sylvia L. D[redacted]
Executive Office of the Regional Manager
Cox Communications

Revdex.com Case # [redacted]
 

size="3"> We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.
 
Upon receiving our customer's complaint, we reviewed the calls that occurred on 5/26/16 and 6/24/16. On 5/26/16, the Cox Representative offered our customer the new promotional rate and advised it would expire after 12 months. The customer agreed and accepted this offer presented by the Cox Representative. On 6/24/16, the customer contacted Cox regarding a credit that was mentioned in the previous interaction. After reviewing the calls it was determined that the credit mentioned was a prorate due to the changes with their monthly rate. However, due to the confusion at that time the Cox Representative on 6/24/16 assisted our customer and applied a manual adjustment for the amount mentioned in the complaint.
 
We want to assure our customer that after reviewing the calls and their account that the appropriate adjustments have been applied and their billing is accurate. In addition, feedback will also be provided to the appropriate leadership regarding their experience.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

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 [redacted] regarding her attempts to return her equipment to our office.  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 confirmed she requested and scheduled an equipment pick up but the equipment was never retrieved.  Per the notes we were to contact the apartment manager to gain access to the apartment.  This was incorrect information.   We contacted the apartment manager to confirm the equipment was not in their office and if left behind in the apartment would have been discarded.  Since this was an error on the part of Cox Communications and the customer was not advised correctly the equipment has been removed and charges reversed.   We left a message for her acknowledging her request and to apologize for the charges.  We also explained the equipment has been removed and the charges reversed. 

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]

We switched from [redacted] to Cox for our business phone and internet. Cox was to port 7 phone lines, 1 fax line and 2 toll free lines. For some reason, someone decided to just make up some number for our fax line. When I received an invoice from [redacted], I called our Cox Account Manager. He figured out that someone there really screwed up. I had to reinstate our fax line with [redacted] so Cox could port it. I got confirmation from [redacted] that they were porting in on 6/4. That day, our fax stopped working. I contacted our account manager and he recommended giving it a day. By 6/6 it still wasn't working so I called technical support. They showed no record of having our fax number. We are loosing money every day that we can not receive work orders. The incompetence of the employees at Cox is unprecedented!

April 22, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that our customer experienced with her account.   Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the...

situation at hand.  We also gave the customer our direct contact information if she had additional questions regarding this situation. As always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer.  Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]

I got a bundle package for internet and cable service and was told I could do a two year contract and keep my bill the same price for two years. I asked if I could later upgrade or downgrade my services without voiding the contract and the representative told me yes. I was told as long as I stayed a customer with at least one service my contract would remain in tact. Today I called to cancel my cable service but still maintain my internet service. It has now been 13 months so I know I still have almost a year left on my contract. The representative I spoke with today was very rude and would not let me just say that I did not want tv channels anymore. He said, "You don't just wake up one morning and decide you don't want tv anymore." He then said I had to pay a cancellation fee because getting rid of cable voids the bundle which voids that contract. I explained what the woman told me when I first agreed to the contract plan and he told me I was wrong. He said I can never downgrade on a contract, only upgrade. I asked to speak to a manager because this sales technique is based on lying to customers, and it have been a loyal customer. I was on hold waiting for the manager when the same representative came on the line and asked if they manager could call me back since wait times are long which I said yes to. Still no call back, I'm guessing this is another sales tactic to try to get me to keep my service. I'm ready for a new provider all together, I was going to keep my internet from Cox, but the horrible customer service and the lies make the cancellation fee seem worth it if it would mean I did not have to be mistreated and lied to by Cox Communications anymore.

I purchased Cox from a sales rep. I was quoted $100 a month for a bundle for 12 mo. I get my first bill for $213. So I call Cox and I am getting charged for my long distance calling, so I get it resolved by paying a couple more dollars to add long distance, no problem (they also subtract $60 that I accumulated for the long distance calling). I am then informed that I am in a two year contract. I try to tell them that's not what I signed up for, Oh well. So I proceed to ask them if I can cancel service, sure could, at $40 month for the remaining months in my Two year contract, Mind you I would be at the beginning of my "contract"($880 To cancel my contract). I asked to have this "contract" sent to me for review. week and a half later haven't received it yet. I call to see It was never sent out. I am so thrilled that the representative was able to WAIVE the fee to send me a copy. I ask to speak to a Supervisor after 20 mins on hold I am disconnected. I called the sales rep who sold me the service, he checked my order and agrees I didn't get a two year contract. He's out in the field and was able to see this. How is it the company cannot. Today I have spoke with another rep who is knowledgeable and has put me on a Supervisor callback. I can only hope I get this resolved soon as my bill was due two days ago. This situation is so frustrating and I plan on cancelling after this "contract" is resolved.

In the customer’s original complaint to the Revdex.com, he stated that in August 2013 he was advised by our agent that he would receive the non-digital cable free for as long as he subscribed to our Internet service.  We advised the customer via telephone that we do not have a current offer that would guarantee a subscriber to receive free Starter or Expanded service with a data subscription.   Our records do confirm that the customer was given a 12 month promotion from August 21, 2013, through August 21, 2014, which gave the customer Starter cable service without a charge for one year.  

On September 9, 2014, the customer reported to our Technical Support group that he was not receiving the Expanded Cable channels, which are a step up from the Starter Cable level.  Our Technical Support Team discovered that the customer was previously receiving the Expanded Level of cable service, without charge. After speaking to the subscriber and completing further investigation on our end, we confirmed that the incorrect trap/filter was installed at the cable pedestal on August 21, 2013, which allowed the client access to cable channels that he did not subscribe to or pay for.   We advised the customer that we would no longer provide the higher level of service to him, without a monthly fee. Our Mesa Field Leadership Team verified that the customer has been paying for the Expanded cable since September 23 of this year, but was not receiving that level of service.  The correction has been made to the outside line, and we have applied a credit to the customer’s account for the overcharge.

Our records also confirm that the customer also had a temporary campaign granting him Preferred Internet service at a $34.99 rate from August 23, 2013, through November 23, 2013.  The $60.00 in connection fees that were charged to the customer on August 21, 2013, was waived as a courtesy to the customer. 

We hope the Revdex.com has found this information helpful.  Thank you.

[redacted]/ Cox Communications Executive Offices/ Arizona

Revdex.com complaint [redacted]--# [redacted] We apologize that the customer was unhappy with our first response.  We will continue to work directly with this customer in an effort to restore her faith in our company.  We spoke to the customer in detail and her comments have been forwarded to the appropriate leadership for further investigation and review. Per our conversation with the customer, our goal is to find an Internet package that will fit into her budget and her needs.   As always, we appreciate the opportunity that the Revdex.com has given us to assist a customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding their Cox Home Security service.  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 Cox Home Security service, we were able to speak with them on 3/17/15 to address their concerns. During our conversation with our customer, we explained that while we absolutely understand their frustration regarding the call they made to our support center in February, the contract they agreed to in July of 2014 would still be valid. Due to the inconvenience, we did provide an adjustment to the account and per our customer’s request, processed a closure of their account.  We are confident that as a result of our conversation with our customer that the issues at hand have been resolved. We truly hope that in the future our customer reconsiders Cox as an option for their service needs.  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

August 4, 2014 Better Business Complaint – ID #[redacted] – [redacted] This is in response to our customer’s complaint regarding a claim that we made billing mistakes on his account.  He further states that these mistakes caused overdraft charges on his bank...

account.  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 payment issue. We apologize for the inconvenience that this customer has encountered in his 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 billing mistakes on this account.  We are providing the following “major” billing points on this account:  ·        12/02/13 -  Customer transferred service from account number [redacted].  There was an outstanding balance on that account of $184.48 which was applied to the new account on the date of transfer. ·        12/02/13 – First statement issued for this account in the amount of $291.76 which included the transferred balance and a partial month of services and installation fees. ·        12/23/12 – Customer made a payment in the amount of $61.32 which did not match up to the outstanding balance that was transferred. ·        12/27/13 – New statement issued with a balance of $395.12.  ·        01/02/14 – Customer calls in to inquire about the balance on the bill.  States he did not know that there would be a prorated amount.  Representative provided a very generous courtesy credit of $98.16.   There was no billing error involved.·        01/25/14 – Customer payment in the amount of $132.28 leaving a balance due of $171.00.·        01/26/14 – New billing statement issued with a balance due of $301.86·        02/17/14 – Payment in the amount of $32.40 received and applied to the account.·        02/20/14 – Payment for $32.40 is returned and applied back to the account with a $25.00 returned check fee.  Our records indicate that this was a web payment which means that the customer would have created the payment – it was not processed through Cox with a representative. ·        02/24/14 – A payment in the amount of $132.28 was processed. ·        03/11/14 – Payment in the amount of $132.28 was returned for insufficient funds.  Balance outstanding on the account is now at $501.96. ·        03/15/14 – Payment in the amount of $167.71 posted to the account.  Outstanding balance is now at $334.25.·        03/18/14 – Payment in the amount of $133.00 was applied to the account.  Balance outstanding on the account is now at $210.49.·        03/27/14 – New billing statement issues and balance due is now at $340.97.·        03/31/14 – Customer states that he contacted Cox to disconnect his video service. ·        04/02/14 - A non-pay disconnect work order is issued due to past due balance on the account.  This work order was closed as of 4-09-14 and the service was terminated.  The outstanding balance due on the account at this point was $255.58. ·        04/10/14 – Customer calls to dispute an early termination charge that was applied to his account in the amount of $160.00 stating that he did not ask for the Internet to be disconnected.  Internet service and a very basic video service of [redacted] were added to the account.  New Billing amount is to be approximately $76.42. ·        04/30/14 – Customer again is disputing his bill stating that all of the previous charges were to be waived when he set up the new service.  This is not something that Cox would have agreed to.  The customer needed to pay the outstanding balance of approximately $255.00 which was due prior to the disconnection of the video services.·        08/01/14 – Account went into a former status and the equipment has also been charged to the account for an additional amount of $409.71.  The current balance on the account is $667.02 which includes the equipment. It is important to note that during this period our customer was incurring late fees and reconnect fees which totaled approximately an additional $88.61, two returned check fees of $25.00 each, one was credited, a fight for $84.35 and various movie charges.     Again, we apologize for the poor customer experience that was encountered, but other than the Internet being disconnected in error Cox Communications has acted in good faith with this customer.  If our customer should have any additional questions or concerns regarding his former account, he can contact our Care Center at [redacted]Call: [redacted].  Thank you. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications/[redacted]

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

company.Upon receipt of this complaint, we found that the install was rescheduled and completed.  We also found that Mr. [redacted] is not an authorized person on this account so we followed up with the account holder to apologize for the missed appointment and to confirm the installation was completed.  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]

Revdex.com Case #[redacted] We were able to make contact with the account holder and want to thank you for bringing this to our attention.We would like to thank the Revdex.com for their time and consideration.  Jaimi / Executive ResolutionsOffice of the General ManagerCox...

Communications, Southwest RegionTell us why here...

We are sorry to hear our response to the complaint did not address all of our customer’s concerns. To ensure we address each portion as the customer listed in the desired settlement, the following is listed in the same order:

1.       The customer was provided the credit requested in the desired settlement, as well as other credits in the past totally $410.66 since starting the service in February.

2.       As mentioned in the rebuttal, the customer was provided an itemization of the billing. We apologize that the representative took days before explaining the account in a call. We are addressing that concern internally with our representative.

3.       We apologize the information was not given as requested for the name of our CEO or our corporate office address. The name of our CEO is public knowledge, Mr. [redacted]. Our corporate office is located at [redacted]. Please keep in mind that complaints will still be forwarded and addressed by the local Executive Escalation team.

4.       The Cox Service Protection Plan (CSPP) was explained in the original response as well as the information about the modem. The following is the original responses:

a.       The customer subscribes to the company’s service protection plan.  If a service technician is required to be dispatched to the home there is a $49.95 service call charge if the problem isn’t caused by the company’s delivery of its signal to the home.  The protection plan covers wiring located on the customer’s side from the outside to the back of any Cox owned equipment.  It also provides free customer education as it relates to the company’s services or equipment.

b.      It’s not clear why the customer was told to return the modem.  When the account was changed into the current customer’s name the same modem was in use at that time that had belonged to the previous account holder.

5.       We do show the customer is set for paper statements.

The rebuttal does mention other concerns about the calls being dropped and about having to contact multiple times to get any problem resolved. We apologize for the customer’s past experiences. As a business, we are continually trying to improve our processes and technology. In the determination to provide great customer service, we will take the information the customer has provided and strive to improve our customers’ experiences when contacting us.

Thank you for your time and consideration.

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Revdex.com Case #[redacted] RebuttalWe would like to thank the Revdex.com for bringing our customers additional comments to the attention of our office.  We made contact with our customer on 10/6/16 to discuss his concerns and complaint.  Our customer provided very important feedback on his experience when calling in to our Customer Care Center.  He also advised us that he is not being notified online when there is a known outage in his area that directly affects his services. We sincerely appreciate the feedback our customer has provided and we will forward it to the appropriate departments.  Thank you for your time and consideration.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region