Cox Communications, Inc.

I spoke with Jessie out of the Deer Valley office and not only was he extremely insensitive to the situation, he offered no actual solution.He also told me I'm not a tech so I don't really know anything about the situation. I just follow up with our lead field service techs and report back what they say.I need time to set up with another service provider which should take about 2 weeks. I am in training from 800-500 pm all next week. I believe I should be reimbursed 100% and compensated for my loss of time. Also, corrective action should be taken to assure David O[redacted], Joshua (the field service tech) and Charlie F[redacted] do not continue to be deceitful and fail to hold their employees accountable for their actions. I had several issues because of poor customer service and dishonesty by the entire company in the (Mesa AZ,southeast area). Joshua the field service tech, David O[redacted] the manager, and Charlie F[redacted] the regional manager, all should be held accountable. They will continue to take advantage of customers in the area if we just right this off as resolved. They have not even extended an apology for there poor customer service.  We still have the exact same issues that I expressed concern about in the original complaint. Streamlining issues with Amazon prime, netflix, pandora, spotify, and now direct tv on demand. Buffering issues with inappropriate download speeds. Cox, the people listed above, blatantly lied several times.

She's lying. This was never a request for a refund. They refused to de-authorise an auto-pay that I requested to have cancelled, due to the fact, I'd posted therm a Western Union Money order, the day prior. In doing so they still added the $170.00 to my bill., This was my original dispute. Cox is lying. They always lie. With all due respect, this woman is a *Word Rejected*ed liar!

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 is a followup from my Email of Friday.  First, the 150Gb of online data is still what I see, so no change there.  I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications).  Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response.  Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: 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. I don’t know what the intention was, but it cannot be correcting the problem.  If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to  call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem.  The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change.  The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue.  So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails).  This continues through this evening, although I would not have expected a phone call between Friday night and now.  However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records.  It looks like either the calls were not made or were made to the wrong number.  Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling.  However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer.   I am not certain how to take the above sentence.  If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved?  So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing.  After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.

Regards,

July 25, 2016
 
...

Revdex.com complaint # [redacted]—Christopher S[redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill.  Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details.  Unfortunately we were unable to reach him.
 
At this moment we have resolved the customers billing concern in a satisfactory manner by making the necessary adjustments.  The client has our contact information should he wish to contact us directly.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Luis/Cox Communications Executive Offices/ Arizona

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 receipt of this complaint, we found that our customer’s monthly rate was impacted by a region wide rate adjustment which impacted all Southwest Region Cox subscribers not currently under a contract. This rate adjustment was outlined in our customer’s 12/20/15 billing statement and was effective with the 1/20/16 billing statement.
While we were unsuccessful in reaching our customer to discuss their account, we were able to locate a $5.00 promotional discount for 12 month which will lower their rate to $32.99 per month. Please keep in mind, since our customer is not under contract, should there be a future rate adjustment this $32.99 pricing may rise. However, since a rate adjustment was just effective in January we have no plans of a future adjustment in the near future.
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.
George
Executive Resolutions
Cox Communications

April 18, 2014

11pt;">

Revdex.com Complaint – No. [redacted] – [redacted]

We would like to thank our customer for letting us know about his concerns with Cox Communications’ services.  We are sorry that he felt that he had no alternative but to contact the Revdex.com.  It is always our goal to provide our customers with exemplary customer service.  We would like to apologize for the inconvenience that he experienced in his attempts to resolve his concerns regarding the channels he received after disconnecting his service. 

We completed our research and have found that our customer cancelled his video service on 4-07-14.  The advanced video services that he was receiving were immediately terminated upon completion of the work order.  A separate work order was created for a technician to come to the pedestal to disconnect the basic and expanded service that is fed through the cable from the wall to the TV.  It appears that our customer kept his TV connected to this cable which allowed him to continue to receive the basic and expanded service.  On 4-16-14, our technician was dispatched to this address and the basic and expanded services were disconnected at the tap.  This meant that our customer would no longer be able to receive any signal through the cable.  In order for him to receive over the air signals with his antenna, he needs to disconnect the cable from the wall to the TV and adjust the settings on his TV to accept over the air signal.

In response to the statement regarding his pricing, our customer started service at this address with a special introductory pricing of $39.99 which was in effect tor 3 months.  At the end of the 3 month introductory period, his rate went up to the normal pricing of $196.65.

We want our customer to know that he is a valued customer and that we at Cox Communications appreciate his business.   We apologize again for the negative experience that he encountered in attempting to resolve this matter.    If our customer should have any further concerns or questions, we ask that he contact us through our Customer Care Department [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

We are sorry to hear or our customer’s concerns regarding their internet service. We have...

attempted to contact the customer directly on August 18th and Aug 19th but have been unsuccessful in speaking with them. Once we are able to speak with them and verify the account, we can address their concerns and provide a successful resolution.
Preliminary investigation with the account shows we have been to their home 3 times in August regarding slow internet speeds.  Our technician notes state the customer is using their internet wirelessly and has no devices connected by network cable.  Tests at the time of the service visit showed Wi-Fi speeds ranging from 120 mbps to 187 mbps.  Our technician explained to our customer that we provide the subscribed bandwidth to the modem, however, we are unable to guarantee those same speeds wirelessly as there are a litany of scenarios within a home where the Wi-Fi signal can degrade.  These scenarios and outside of Cox control. 
Currently we have reviewed the signals from their equipment on multiple days and all signals appear in the optimal range. 
  Thank you for your time and consideration. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are sorry to hear our customer was not provided an ideal customer service experience when contacting us to resolve a pricing issue. We have made contact with the customer and came to resolution for the account balance and pricing. The customer was given an apology for the experience and the...

concerns have all been addressed. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

August 6, 2014 Complaint ID#[redacted] We would like to thank the customer for taking the time to contact our company via the Revdex.com regarding his account billing concerns.  We apologize for the difficulty the customer has experienced in his attempts to...

initiate automatic EasyPay payments on his account with us.   Our records show that on June 7th of this year a [redacted] credit card was assigned as the automatic payment method for the customer’s account.  It may take up to a full billing cycle for the payments to automatically withdraw and our records indicate that the customer is fully enrolled and can expect his payments to be made on the scheduled due date. On June 7th one $8.00 late fee and the $10.00 payment assistance fee was credited to the customer’s account.  There was another $8.00 late fee assessed to the customer’s account on June 29th.  We have applied a credit for that fee.   We sincerely apologize for the difficulty the customer has experienced regarding this matter.  We want every interaction with our company to be a positive one and sincerely regret that our valued customer had this difficulty.  Thank you for your time and consideration.  Respectfully,  [redacted]Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

In march, I placed an online order for Internet and Cable Bundle. The price for the bundle was 119.99 for the first 12 months and 139.99 for the next twelve months. When I received my bill this month, the bundle price is 153.99. After calling a couple of times to try and get the bill fixed, then they stated that someone should have told me that I did not qualify for the offer when they called so they could let me make the correct decision if I wanted to proceed with the new bundle price. I was not informed and proceeded with the order with the assumption that the bundle price is 119.99. Currently, they refuse to adjust the price to the advertised price that I ordered on the internet, which they should honor in my opinion. It's on the web site and how do you not qualify for an advertised special. It is not my fault (consumer) that I was lead to believe that I was signing up for a bundle priced at 119 not 154.

[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,

Revdex.com Case# [redacted]
 
We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback regarding the offers advertised online. Please know we have spoken to the customer in detail regarding their concerns and explained that shoppers are advised to enter their address to filter and display which offers are available to their area and/or existing account.
 
While the customer does not meet the requirements for the offer in question, we have done all that we can do to assist our customer regarding their concerns and with providing options for their account.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]We regret to hear of the issues our customer has had with their Cox services.We have contacted the customer directly to address her 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

January 3, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding her recent billing concerns.  It is always a pleasure to hear from one of our valued customers; however, we are sorry to hear of the confusion and difficulty the customer experienced when transferring and setting up her services.

We will review the customer’s concerns regarding the representative she initiated the transfer of her services with and provide appropriate corrective action.  Clear communication regarding any fees and relaying accurate information are reasonable expectations our customers should expect and rely on from our company and we regret that we have failed in this regard.

A credit totaling $60 has been applied to the customer’s account for the installation fees.  Should she have any further concerns or questions we are always available at [redacted] or online at [redacted].  Thank you for your time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

With the recent historical Flood of 2016 in Baton Rouge, I was prepared for and extension of the worse. Nearly experienced that with Cox Communications. Called a customer service rep to have my elderly Aunt and Uncle's service disconnected since their house sustained 4 ft of water and the TV was under water. I should mention my relatives have dementia and have been with Cox well over 20 years so when they set up their "pin", it was a very long time ago and now don't remember the number. This "lady" insisted they remember...it would be easier to squeeze blood from a turnip and I couldn't get her to understand that. Customer service was not customer service at all... it was another session of "let me see how much more misery I can put these people thru". When I asked to speak to her supervisor she became "challenging" and argumentative. Finally her supervisor came on with broken English still demanding they remember their PIN. I offered their social security number but the customer service rep told me they did not have a record of the social security number. I was then instructed to take them to the "store" to prove their idenity...at this point I am asking if the "store" would recognize them personally or what? If Cox did not have their social security number on file then what would I accomplish by dragging them to a store.... my uncle also has Parkinson's and ambulates with a short shuffling gait and can only go so far. It was easier getting them rescued with an air boat than it was trying to get Cox to discontinue service in a house with over 4 ft of water in it. I can hardly wait until they charge them for the equipment this river of water washed someplace. Another chance for Cox to extend their misery! Not all was bad however. Along came "Hulio" and Hulio is the only reason my Aunt and Uncle have cable TV today and Hulio is also the only reason I didn't cancel my own service with Cox. I think he works in "retention" but he did everything to help us except come hook up cable himself and I think if he hadn't been so far away, he would have done that as well. He showed more compassion towards what my elderly relatives were going thru than anyone we have come in contact with. The other two individuals could use a lesson is true customer service. Cox should be ashamed of even having individuals like them working for the company. Those two give your company a bad name...those two almost cost you two customers. Wonder how many others from Louisiana encountered them. Cox...you should be very grateful for Hulio....I know I am!

We have attempted to directly contact the customer to by telephone, however, were unable to make contact. The customer’s bill is scheduled to be sent within the next few days. We will be following up to ensure everything has printed as discussed. When originally speaking with the customer we did address and correct the customer’s billing concerns. We did agree that this was a satisfactory resolution. However, as the bill is set to print within the next few days, we have to wait for the customer to receive this and review per his request.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are sorry to hear of the customer’s concern regarding their account billing.  The customer currently subscribes to our Preferred level of internet service.  The normal rate card pricing for this service is $62.99 per month.  Any deviation from this price point is a promotional...

discount set to expire.  We do not have any offer that will permanently lower the internet rate by 50% indefinitely.  The customer has been given a series of loyalty discounts in consideration of his concerns with the pricing and as a show of our commitment to retaining his business.  These discounts are purely a courtesy and are not a guaranteed rate.  The customer is currently receiving a discount that will lower his internet rate until May of 2015.  After such time his billing will resume at the normal rate card pricing.  We offer several tiers of internet service and encourage the customer to contact us to find a tier that may be at a price point he is more comfortable with.  On November 21st we show the customer’s account was credited a total of $57.09.  These credit adjustments show on the customer’s November 29th statement.  We thank our customer and the Revdex.com for the opportunity to respond. Sincerely, [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.

Consistent server issues on their end, this is what I have been told all the times I called them, they are having issues with their servers and then they are rebuilding their servers. Please have Cox pull all the calls I made to them and listen to what the rep told me. They are being dishonest, they are not telling you the truth. See attached screen shot of the issues. I already called them over and over again and they keep telling me the same thing, it's the servers. The supervisor that  called me today told me there is nothing wrong. She suggested to pull the calls and I agree.

We have worked directly with this customer on her complaint. While we are sorry the customer is not happy with the answer that we provided we do not have support for the credit she is requesting.   Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

February 20, 2014

11pt;">

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

We certainly appreciate it when our customers let us know that we have not met their expectations.    It is always our goal at Cox Communications to provide our customers with exemplary customer service.  From what has been described in this complaint, it does not appear that we were successful in providing this level of service.  We would like to take the time to apologize for the inconvenience that our customer experienced in his attempts to resolve the billing discrepancies on his account. 

Upon receipt of this complaint, the account was researched thoroughly.  It took us longer than anticipated to obtain a copy of the call that our customer had with our representative.  We were finally successful and the call was reviewed in detail.  Based on the results of the review, we are going to provide our customer with the rate that was quoted for the term of the contract.  We are currently determining exactly how this will occur. 

All of the billing issues regarding the installation charges have been taken care of.

We contacted our customer today and discussed these findings in detail. 

We want our customer to know that we value him and appreciate his business.  We know that this apology does not make up for the difficulties that he went through, but we do apologize again for the negative experience he encountered in attempting to resolve this matter.    Our Customer Care Center can be reached ###-###-####. Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona