Cox Communications, Inc.

February 4, 2014

Complaint ID#[redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly pricing concerns.  We are sorry to learn that the customer feels that his account should continue to receive promotional discounts.

Our Preferred speed High Speed Internet service retails for $62.99 a month. Any deviation from this normal pricing is a promotional discount and not a permanent rate.  Since the customer’s account inception in July of 2012 the customer has received significant discounting from the normal rate.

Currently the customer is receiving another discount that reduces his current monthly rate by 20% a savings of over $12 a month for 12 months.  We have lower speeds of Internet service with a lower monthly rate and encourage the customer to contact our Customer Loyalty team at [redacted] to inquire on ways to reduce and lower his bill. 

We are sorry we are unable to continue to reduce the customer’s monthly rate to the previous rate of $28.19.  We provide a superior internet product and believe our internet service is a valuable product in which we continuously continue to improve upon by increasing speeds, features, and constant improvements to the reliability of our network. 

We would like to once again thank the customer for the opportunity to respond to his concerns. 

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, 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,[redacted]

Revdex.com Case # [redacted]

face="Calibri">We regret to hear of any inconvenience that our customer has experienced with our company. 
 
At this time, our Field Services Leadership has been working with the customer directly regarding their concerns. We have contacted the customer to ensure them that we will continue overseeing this matter until the issues have been resolved. We are confident we will be able to provide a successful solution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

The lack of effort by Cox to keep a 35 year customer speaks volumes about the future of this company. My emails were ignored. My faxes were ignored. I did get to retention specialists who had no answer. Cox was just not concerned, I guess. My one Cox box was from 2001 and the other from 2004 - no wonder I had a crappy picture on my TV. Since Customer retention is not a big deal at Cox, I see Cox going the way of [redacted] - an irrelevant dinosaur. [redacted] had very little foresight and are now a minor player in the internet world.

The actions of the people representing Cox at any and all levels is confounding, amazing, and surprising.

As for Cox, YOU don't know what you had until its gone. My equipment was turned in, a few questions were asked, and I said goodbye. Plain, simple, pathetic.

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company.We have contacted our customer to address their concerns and are currently working to provide...

a successful resolution.Thank you for your time and consideration.[redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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

0pt;" class="MsoNormal">

July 17, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the problems she experienced when making a payment arrangement with Cox.  Please let me begin with an apology for the difficulties she had while attempting to resolve this issue.  We certainly do not want to cause any frustration and strive to make scheduling a payment arrangement as simple as possible for our customers. 

Research of the customer’s account confirms that the customer called on June 14, 2014 to schedule a payment arrangement with our Collections Agent for a payment to post on June 27, 2014.  Due to a keying error, the payment was processed early on June 15, 2014.  The consumer called our Collections Department and spoke with our Supervisor and she credited the balance due on the account for $31.09 due to the error made.

The payment was returned from the bank on June 25, 2014 and the customer was charged a returned payment fee of $25 on her Cox account and the amount of the payment that was returned was due.  To help resolve this issue, we have credited both of those amounts on the customer’s account today and these credits will be on the next bill scheduled to print on August 2, 2014.

We regret the difficulties the consumer had and we hope that we are able to regain her confidence in our organization. She is a loyal Cox customer and we want her to know that her patronage and loyalty is important to us and we appreciate her.  For future assistance with any other issues that may arise, she may call our Customer Care Center at [redacted]. Thank you.

Executive Resolutions Specialist

Office of the General Manager

We are sorry to hear our business customer was negatively impacted by account billing issues.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint.  Thank you for...

your time and consideration.[redacted]Executive EscalationsCox Communications

July 11, 2014

font-family: 'Times New Roman';">Revdex.com – Complaint ID – [redacted] - [redacted]

First, we would like to apologize to our customer for the delay in providing the formal response to his initial complaint.  His concerns were addressed and corrected as of June 20, 1014.  We would like to thank our customer for bringing his video concerns to our attention.  We were also most interested in the extremely poor customer experience that he encounter with one of representatives on a follow-up call.  The complaint that was filed with the Revdex.com was directed to my attention for research and resolution.  It is always our goal to assist our customers to the best of our ability and provide excellent customer service. 

Upon receipt of this complaint, we researched our customer’s account thoroughly and made personal contact.  Our customer concerns were escalated to our field leadership team.  They made personal contact with the customer and made the arrangements to go to his home and correct the issues. 

As a courtesy to our customer for the extremely poor customer experience, we have applied a special discount to his account.  We want him to be assured that the appropriate coaching took place with the individual who performed the follow-up.

We sincerely apologize for the miscommunication that occurred.  We hope that we are able to regain our customer’s confidence in our organization and we want him to know that we appreciate his patronage and hope to have a long relationship.  If he has any additional concerns, he can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted].     

Sincerely,

Executive Resolutions/Office of the General Manager

Cox Communications/Arizona

The customer states that he still has not been reimbursed for equipment charges that we billed him for on July 5, 2014.  As we stated in our first response to the Revdex.com, his equipment charges were reversed on July 15 of this year.  As a customer of our company, the subscriber has the ability to view up to 18 months of billing on line at [redacted], should he wish to view all of his charges, credits, and payments.

 

We don’t show that the customer has contacted our Customer Service/Billing Department for assistance with his bill, as we advised in our first response to your office.  We do suggest that he contact our Billing Department at [redacted], at his convenience.  Our knowledgeable and friendly agents can address all of his questions and concerns. We would like to point out that our attempts to reach the customer failed, as we did not have a valid phone number to reach him.

 

We hope this additional information has been helpful with closure to this complaint.  Thank you.

 

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

We would like to thank the customer for contacting our company via the Revdex.com regarding their account installation concerns.  We are disheartened to hear of the difficulty and frustration the customer has experienced in his attempt to establish service with us.  The...

customer’s concerns having been fully investigated and appropriate corrective action implemented. Reviewing the account history we found the installation was setup as what is called a Self-installation meaning that the technician does not enter the home and make any connections. The technician comes to the outside signal tap and connects services from there.  The customer is responsible for making any inside connections that may be necessary.  This is a valuable option for customers who do not want the expense of a professional installation and are certain they are no internal problems within the home that would prevent service activation.  There is a drawback to this type of installation such as, if the outside lines are not properly tagged due to a missing or mislabeled tag the technician may not activate the correct line preventing service activation.  This appears to be the case with this customer’s installation as verified by the service all completed on June 5th.   On June 11th a credit of $17.75 was applied to the account.  In addition to this adjustment we have applied an additional credit of $25.00 that will reflect on the customer’s next monthly statement. We want our valued customer to know that we are committed to providing outstanding services and customer care.  It is imperative we receive this feedback so that we can redouble our efforts towards excellence.  We sincerely apologize if as a result of this matter the customer feels any less valued as a patron of our company.  Thank you for your time and consideration.  Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

October 28, 2015 Revdex.com rebuttal [redacted]We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle.  Our records also confirm that we processed the refund as the customer requested.   The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her.  If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her.  We hope that the Revdex.com will take this into consideration when closing this complaint.  Thank you for your time.Catherine/ Cox Communications Executive Office/ Arizona

Revdex.com Case No. [redacted] – Ms. [redacted]

class="MsoNormal">May 30, 2014

We would like to thank the consumer for taking the time to file her concerns regarding her bundled rate and her Price Lock Guarantee (PLG) for her Cox services.  Please let me begin with an apology for challenges that she has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.

  

Research of her account confirms that the customer set up service online with a three product bundle with Cox to be installed on October 6, 2013.  In order to receive reduced monthly charges and to lock in her prices for 2 years, she agreed to a 24-month Price Lock Guarantee (PLG) promotional offer which carries a $240 prorated early termination fee. The PLG guarantees that Cox will not raise the customer’s rates on the following services during the 24-month term:

Ø  TV starter package                                   

Ø  Expanded Video Service                                    �...⇄ />
Ø  Advanced TV (2)

Ø  [redacted]

Ø  Record 6 DVR Service                

Ø  HD Receiver (1)

Ø  Record 6 DVR Receiver (1)

Ø  Cox High Speed Internet Preferred

Ø  Cox Digital Telephone

Ø  Telephone Essential Feature Pack

In addition, Cox extends a promotional credit of $56.98 per month for the full 24 months of the PLG. 

When Cox services are ordered online, there are two links on the screen directing the customer to view the offer and pricing details, as well as the terms of the offer under the captions, “View Pricing Details,” and “Offer Details and Terms.” An electronic copy of the contract is available online 24/7 at [redacted] and a copy is also included in the customer’s first billing statement.

On page one of the customer’s October 7, 2013 billing statement, the following notice was prominently displayed: 

“IMPORTANT NOTICE! Your 24 Month Price Lock Guarantee Service Agreement is enclosed. PLEASE READ IT CAREFULLY AND KEEP A COPY FOR YOUR RECORDS AS IT AFFECTS YOUR RIGHTS AND OBLIGATIONS. You may cancel this Agreement or make changes to your Price Lock services without paying an early termination fee within 30 days from the start date of your Agreement or 7 days from the date of this bill statement, whichever is later. To cancel or change your services, call Cox at the number on this bill.”

  

The terms and agreements of the PLG were also clearly printed on page 7 and 8 of the October 7, 2013 billing statement. 

The customer is receiving an incredible discount on their monthly services for agreeing to the bundled package and the PLG.  If she should choose to disconnect any of the services in the bundle, she will lose the PLG, the $56.98 discount, and the discounted rates.  The ETF is prorated $10 per month and dependent upon the date of the disconnect it would prorate to the amount due, i.e. seven months through May 2014 would result in a $170 ETF.

We apologize for any misunderstanding that she has had and hope 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 contact our Customer Care Center at [redacted].  Thank you.

Executive Resolutions Specialist

Office of the General Manager

Revdex.com Case No. [redacted] – Ms. [redacted]

class="MsoNormal">June 27, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the package she subscribed to for her Cox services.  Please let me begin with an apology for the challenges she has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.    

We have researched our customer’s concerns regarding the misinformation she was provided on her initial call to set up her service.  I have contacted our customer and apologized that she was given incorrect information regarding the channels that were included in her package.  We have readjusted her account to include the [redacted] channel that she had originally requested

We apologize for the problems she had in trying to resolve this matter and hope to regain her confidence in our organization.  She has my contact information while we work together to get her account to the promised price point for the services she is receiving.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

May 17, 2016—Revdex.com complaint # [redacted]
We were sorry...

to hear of the confusion that the customer experienced with our Customer Service Department.  Due to the concerns that the client brought to your attention, a thorough review has been completed on the account. Our records confirm that on May 6, 2016, our Customer Care Team verified that if the customer would like to move his Internet modem to another location in his home, there would be a $50.00 fee for a technician to come out to his home to complete the change.  The client declined the change of service, due to the cost.  Should the customer change his mind, he may contact our Customer Service Team at ###-###-#### to schedule the relocation of the outlet. 
We hope this information has been helpful to your office.  Thank you for the opportunity to assist.
Catherine/Cox Communications Executive Offices/ Arizona

We regret any inconvenience our customer may have experienced in the timeframe it took for us to make contact with her. We understand these account concerns were of an urgent matter and we apologize for any frustration this delay may have caused. Regarding the concerns presented by Mrs. [redacted] in her complaint, we did perform a full research of her account to gain a better understanding of the issues at hand. When speaking with Mrs. [redacted] on 12/23/14 we apologized for the confusion there may have been pertaining to her monthly rate. We explained to our customer that the monthly rate of $79.41 she was initially quoted was a mistake. This amount consisted of the cost of her Internet and telephone services but also included a monthly bundle discount of $38.40. Regretfully, this bundle discount was no longer valid once the cable services were removed, thus causing the increased monthly rate in comparison to the amount she may have been expecting. We absolutely understand how frustrating this may have been for our customer and as a result we did provide her with a one-time credit of $100.00 for the inconvenience she experienced. Prior to this complaint, a member of our customer loyalty department also provided a six month promotional discount to compensate our customer for the experience as well. We also explained to the customer that since she no longer subscribes to our cable television services, the monthly bundle discount of $38.40 in question was no longer valid and could not be provided for the next 24 months as she requested in her initial complaint. It is our genuine desire to continue a positive relationship with our customer and we appreciate their patience and understanding. 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.[redacted]Executive ResolutionsCox Communications

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 do "not" accept the response to my complaint as [redacted] from Cox Communications statement is misleading and the information provided is not accurate. I had contacted the service provider about a year ago as mentioned but I was looking to cancel my service and switch my provider. I had spoken to a representative to cancel service and had been transferred to a "loyalty" department. A 20 minute hold time later, the person from this department answered and was to cancel services. The representative from the "loyalty" department said they would happily proceed with cancelling, but seemed very concerned and seeing if there was any way I would continue service. We discussed the reason I was cancelling service was because of an offer from [redacted], competitor, about the same internet service(3.5mb) was $19.99 for 5 years. She asked to briefly hold to speak with her manager. Few minutes later, said let me transfer to my manager. Another 20 min. hold time later, the manager answered and said they would be able to setup my services at this price. I was very specific asking was there going to be a time limit as the competitor said would be for 5 years and there would not be any reason to do this all over again a few months down the road. He specifically said this is not an offer, this is the cost to bring you down to the competitor offer of 3.5mb internet speed at 19.99. I asked again, as my intention was to cancel, the offer competitor says specifically offer for 5 years. He responded, "This price is the cost for our 3.5mb service and does not have a time limit. This will not change on you as this is the price for this service." He additionally offered to credit the account from the beginning of the year. I chose to continue service.

I do not feel ([redacted], office of the general manager) response is appropriate as it misleads to believe that I was told this was an offer, which for certain I was not. I was told that I had been informed when had my call back in February which not only was I not informed, but had been told this was not an offer and the cost wasn't promotion, but the regular cost of this speed of service. I would had just cancelled my service than for the competitor guaranteed this cost for 5years, but the representative in the "loyalty" knew of this and obviously mislead me to believe that this price would not ever change. The only acceptable response I would agree to would be to honor what I had been told originally; providing the service at the cost agreed to (3.5mb for 19.99 per month) and any additional cost are refunded.  

 

Finally, I would like to respond to [redacted]’s request to call their customer service team. I do not fault any of the representatives as I do agree they are friendly and eager to help, but the time you are placed on "hold" to address an issue is completely unacceptable. The first initial call goes to a general service team, whom always has to transfer you to a different department. A transfer is required every time I’ve called to a different department as they say they are unable to help me with my bill, or cancel service etc. This is an intentional hold time as I have called 20 minutes until I get a live person. Than another 20 min. in-between each transfer. Every time you call and placed on hold; it’s a "20 minute wait" within 2-3minutes. This company intentionally tries to prolong your phone call in hopes a customer eventually will hang up and do not have opportunity to cancel. It takes well over an hour of waiting for the right person to answer, confirm your account information and confirm the account has been closed, which takes less than a minute for that representative to conduct. I know the Revdex.com does not have legal authority but if any creditability had would inform potential consumers this intentional habit. I would like to inform [redacted] that I have opened an investigation with both the [redacted] as well as the [redacted] and will be following up with any actions allowable.

Thank you both for your time

Warm Regards,

[redacted]:

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,

June 4, 2014

Revdex.com complaint # [redacted]

We are sorry that the customer was not satisfied with the answer that we gave the Revdex.com in April of this year regarding his request for a $170.00 refund.   As we stated in our April 28, 2014 reply, we do not have support to remove$170.00 from the bill as the customer’s billing and charges are valid.  Our Collections Team has confirmed that the customer has not been overcharged or double billed for $170.00. 

We apologize that we were not able to give the answer that the customer was hoping to hear.  Should the customer have further concerns on his billing and charges, our subscribers are able to access and view up to 18 months of their statements on line via our website at www.[redacted].com/[redacted].  For specific billing questions, our Account Services Team can be reached by phone at ###-###-####.   

 

[redacted]/Cox Communications Executive Offices/Arizona

I ordered basic home internet from Cox communications of Rhode Island for $39.99/month and a modem rental for $9.99/month, and asked that a technician come out to install the service. The technician tried to leave without testing the installation, but on my insistence tested the installation and found the equipment to be faulty. The technician returned later and installed incorrect equipment that I had not ordered. The technician attempted to leave claiming that the unit installed was equivalent, which was false as I had ordered a unit with wifi capability. Upon my insistence the technician agreed to return at a later date to complete the install. When I called the company, they refused to honor this. Instead of sending a man out to fix their botched installation, the company mailed me a second cable-wifi modem. I clarified with the billing department multiple times, in advance, that I had ordered only the $39.99/month internet with a $9.99/month modem rental, and that as their technician had been unable to complete the install that they were not to bill me for installation. The cable company promised to honor this. However, on the next billing cycle they attempted to charge my account for the full purchase price of this replacement device as well as the installation fee. I requested that the company correct the bill and complete the install as originally ordered. The company refused, insisting instead that I do a do-it-yourself install, and that I would have to do a mail-in return of the piece of equipment they erroneously left at my house in order to avoid the purchase charge, which I had never ordered in the first place. Despite my repeated insistence that the company honor the installation as ordered, I was told by multiple levels of support that they “could not” complete the installation and that I was responsible for the purchase price of the faulty equipment they had left with me. They also told me that they “could not” resolve a tech support issue in which my billing information reported three separate amounts: a ~$200 bill was reported by phone. A ~$100 bill was emailed to me. The online bill and payment system reported that I owed $0.00, and the original (true) bill should have been ~$50.00. To recap, Cox communications of Rhode island [1] attempted to leave me with a faulty installation (incompetence, breach of contract) [2] tried to pass of a piece of equipment that lacked the functionality I had ordered as a substitute (breach of contract) [3] promised to return to complete the installation but did not (breach of contract) [4] promised to properly amend my bill to reflect the situation but did not (breach of contract) [5] lied to me over the support line about my being responsible for charges I had not ordered (breach of implied covenant of good faith and fair dealing) [6] lied to me over the support line about lacking capacity to correct the billing errors (breach of implied covenant of good faith and fair dealing) [7] lied to me over the support line about lacking the capacity to correct the system errors that were preventing me from reviewing and paying my bill (breach of implied covenant of good faith and fair dealing). Given the evident incompetence of this company and my desire to avoid further loss of my valuable time, I am not pursuing any further resolution with them. I have already lost 2.5 days of work and will lose another afternoon completing the return of the incorrect equipment. The company has offered a remedy in the form of a credit of $25, which is insufficient. The company has failed to fully honor the original contract and has not has dealt with me fairly or with good faith. However, given the lack of competition for internet service providers in my region, and the fact that internet access is an absolute necessity for my work, I am forced to accept their resolution.

August 27, 2015—Revdex.com complaint # [redacted] We are sorry that the customer is unhappy with our response to your office.  Due to the nature of the situation, we contacted our Damage Claims Department again and advised them that the customer was not pleased with the response to the Revdex.com.  The contractor, Bear Communications; has forwarded the customer request to their Corporate Office for assistance and resolution.    Our Damage Claims Team is partnering with the contractor to resolution for the client. [redacted]/Cox Communications Executive Offices/ Arizona