Cox Communications, Inc.

I have reviewed the response made by the business in reference to complaint ID [redacted], I received the call and the supervisor came in and fixed the problem. Thank You

Regards,

M[redacted] P[redacted]

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by additional equipment charges. We have attempted to directly contact the customer to by telephone. We have reviewed the account and will advise the customer of the credits and current balance....

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

We are sorry to hear that one of our customers is experiencing difficulty with her Internet service. Our records indicate that we previously addressed the customer’s speed issues in October, as the client called our Corporate Office regarding her data speed.  Due to her call to our...

office, we asked our Field Management Team to contact the customer and meet with her to address the service concerns.  On November 4 of this year, our technician Mauricio met with the customer and was able to confirm that our service was operating as it should, and determined the problem was due to the customer’s router.    While the customer was not happy that Mauricio proved that the router was the problem, we can confirm that when the line was connected directly to the computer, the speed test verified that that service was not substandard.  After reconnecting the router, the speed once again dropped to an unacceptable level.  While our Field Leadership determined that the service call fee was a valid charge, we have removed it from the customer’s bill, as a courtesy.  As our technician advised, we highly advise that the customer purchase a 1 Gigabit router to accommodate the speed that she is receiving from our company.  We have no support to apply service credits to her account.    We hope this information has been helpful to the Revdex.com.  Thank you for the opportunity to address the concerns that the customer brought to your attention.   [redacted]/Office of the General Manager/Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding their cable services.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause them any frustrations.Upon receipt of this complaint, we...

were able to make contact with our customer on 9/1/15 to discuss her concerns. During our conversation with our customer we advised her that we did research her account and her concerns with her Cox Cable services in full. Our research found that after the services were installed on 2/14/15 that we found calls on 6/26/15 and 7/18/15 regarding issues with the Cox Video On Demand service. The account notes for each of these calls indicate our Customer Care Representatives were able to reset her equipment to restore the services. On 8/24/15 our customer contacted our Customer Care Center to disconnect her cable services as a result of the issues with her Cox Video On Demand service. In an attempt to address the issue, our Customer Care Representative did offer to send a technician to the home to resolve the problem, but our customer declined this offer and opted to proceed with the disconnection of service. While we understand our customer may have experienced issues with her Cox Video On Demand services, without being given the opportunity to send a technician to the home to address the problem we do not have justification to waive the early termination fee that was billed.  In an effort to reach a resolution we did offer a one-time credit of $50.00 but our customer opted to decline this credit offer.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.[redacted]Executive ResolutionsCox Communications

We would like to thank the customer for taking the time to file his concerns regarding his Cox account billing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.On 11/18/14 we were able to speak with...

our customer and we were able to confirm that the equipment fees in question had already been removed from his account as of the time of our call. Additionally, we assured him that his credit report has not been impacted by this situation. We are truly regretful of how this situation has impacted our customer and we appreciate their patience and understanding.  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.  It is our hope that in the future that our customer does reconsider us as their service provider. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.

[redacted]Executive ResolutionsCox Communications

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

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May 6, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding her monthly rate 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.    
 

The customer contacted Cox by phone on April 17, 2014 and spoke with our Retention Agent, Sharon, regarding her monthly rate.  Sharon worked with our customer and was able to add several discounts to the customer’s account to bring her to the budgeted amount she was seeking.
 

A six month discount has been added to the video services; expiring on October 16, 2014.  Additional 12 month discounts were added to the Internet and telephone services; expiring on April 16, 2015.  The customer’s monthly rate is currently at $148.59 with the aforementioned discounts applied.
 

We apologize if there was a miscommunication regarding her monthly rate previously and are happy that Sharon was able to provide her with these offers.  We hope to regain her confidence in our organization and 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 toll-free at ###-###-####.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

We are sorry to hear our customer was negatively impacted by technical issues when submitting payment. We have attempted to directly contact the customer to by telephone. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you...

for your time and consideration. [redacted]Executive ResolutionsOffice of the General Manager Cox Communications, Southwest Region

August 11, 2014

font-family: Calibri;">Revdex.com complaint # [redacted]

Due to the multiple issues that the accountholder’s spouse brought up in the complaint to the Revdex.com, we contacted the customer directly to discuss the service and billing issues.

We apologized for the poor data service issues, and the customer has agreed to allow us to schedule a service appointment with her at a time that works for her.  Our Field Leadership will contact the customer directly to set up a time with the subscriber.  We advised her that our Field Service Team works seven days a week, and will accommodate her scheduling needs.  The customer has been assured that our goal is to get her Internet service working in the manner to which she expects; and we will also follow up with her after the visit to ensure satisfaction of the performance of our product.  There will be no charge for the service call.

To address the customer’s concerns with her service rate, we will review her account and advise of the options that we can offer should she wish to change the level of Internet service that she is subscribing to.  We are familiar with the $99.00 rate that she referenced in her complaint to your office.  This now expired package included the lowest level of Internet and cable service that we offer, and included a basic phone line.  The client currently subscribes to our Preferred Internet, which is a higher level of service than included in the $99.00 package.   We are optimistic that we will be able to resolve the service issues and answer all of the questions that the customer has regarding prices. 

We also explained to the customer that due to privacy laws and guidelines, we cannot discuss account details with anyone who is not authorized on the account.

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

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

August 11, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the Internet problems that the customer has been experiencing.  Due to the issues that the customer brought to the attention of your office, we contacted the subscriber directly to assist...

them. After a detailed conversation with the clients, we have connected them with one of our Supervisors for assistance.  We will continue to work with the customer to make sure that he receives the level of data service that he expects, and deserves.   As always, we appreciate the opportunity to assist our customer.  Thank you! [redacted]/Office of the General Manger/Cox Communications

January 10, 2014

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

It is always our goal to provide our customers with exemplary customer service.  We would like to take this opportunity to apologize to our customer for the difficulties he encountered regarding the missing equipment that was charged to her account.  Our customer claimed that the equipment had been returned to Cox Communications in 2005 when he transferred service to a new residence.
 

We completed the research on our customer’s account and were unable to find the missing equipment in inventory.  Since we did not provide a timely notification regarding the status of this equipment, our Collections Team has made an exception on this account based on the information that I provided to support his claim.  The missing equipment has been removed and credited to the account

 

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.  We are also aware that our equipment sometimes gets misplaced during a move or when a customer changes existing services. In this situation, we determined that appropriate notice was not given to our customer.  This would have allowed him and Cox Communications an opportunity to reconcile this issue in a timely manner.  Once again, we would like to apologize for the frustration that our customer experienced.  If he should have any additional questions or concerns, he can contact our Customer Care Center at [redacted]. Thank you.
 
 
 

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

April 11, 2014

Revdex.com rebuttal complaint # [redacted]

We are sorry to hear that the customer was unhappy with our first response to his Revdex.com complaint.  While the customer disputes that he chose to keep Internet on seasonal rather than disconnecting it, our records confirm otherwise. 

We have validation that on November 4, 2013, the customer contacted our Care Center and advised that did not have any renters at the property in question, and was requesting his Cox High Speed Internet Service (CHSI) to be disconnected.  Our agent informed the customer that rather than disconnecting the service completely, we could offer him an option for a seasonal rate, which would be more cost effective versus paying for a reconnection of service in the future.  After explaining the benefits of the seasonal rate, the customer advised our Customer Service Team that he would keep the Internet on seasonal rate, rather than disconnecting the service.  The customer also paid his billing in full in the upcoming months, with no dispute on record for the services displayed on his bill.

We are sorry that we are not able to give the customer the information that he is looking for.  We hope this information has been helpful to the Revdex.com. Thank you.

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

September 11, 2014

 

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

 

We would like to thank the customer for taking the time to file his concerns regarding the billing of his account.  Please let me begin with an apology for any inconvenience he...

experienced.  We certainly do not want to cause him any frustrations.

 

The customer was installed on August 11, 2014.  The first bill the customer received totaled $188.37.  This included the agreed upon rate of $111.50 for cable and internet service and $76.88 in installation fees and included a one cent tax credit.  The installation order only called for one television to be installed.  The install fees have been credited along with an additional credit of $63.00.  The breakdown of the customers first bill is as follows:

 

Ø  $50.00 Preferred internet

Ø  $21.08 TV Starter

Ø  21.00 Expanded channels

Ø  $10.49 DVR service

Ø  $8.93 HD/DVR receiver

$111.50

Ø  $37.50 Install fee

Ø  $39.38 Install fee

Ø  -$0.01 tax credit

$188.37

 

By getting a second HD/DVR receiver the customer would be subscribing to the company’s whole home DVR which would have increased the customer’s monthly rate due to the additional HD/DVR and a monthly fee for the Contour service.

 

The Price Lock Guarantee (PLG) protected the services from increasing for 24-months commencing on August 7, 2014 and expiring on August 6, 2016.  The PLG also carried a $240.00 early termination fee that decreases every month.  The customer has the option of canceling the PLG within 30-days without incurring a penalty.  The customer exercised that option on September 4.

 

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

[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,

April 1, 2014 Complaint ID# [redacted] We would like to thank the customer for contacting our company regarding his account billing.  On March 13th, 2013 a discount of $5.00 off of the customer’s telephone service was applied to the...

account.  This will reduce the customer’s telephone pricing until by $5 until February of 2015 as the discount was applied  and backdated to when the customer wide rate increase impacted the customer’s monthly pricing.  The customer’s Preferred speed internet is currently on a 40% discount that will last until May 12th of this year.  We apologize for the difficulty the customer has experienced in his attempt to resolve this matter.  We thank the customer and the Revdex.com for the opportunity to respond.  Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

June 30, 2015 Revdex.com complaint # [redacted] We are sorry to hear that the customer is unhappy with her monthly rate with our company.   Due to the concerns that the customer brought to your attention, we contacted the customer directly and...

discussed her concerns.  While we were not able to continue to give her a discounted rate for the service that she has, we did discuss her billing options and scheduled a service call for her Internet service to be checked. We always appreciate the chance to help a valuable customer so we thank you for the opportunity to assist!  [redacted]/Cox Communications Executive Offices/ [redacted]

My family has always used [redacted] in the past, so I thought it would be a sound bet...

When I called to check pricing and ask for the most minimal internet service, I was told that since I would be on a laptop using wifi "It wouldn't be able to even connect online to browse since wifi takes more bandwith than being directly connected".

Ok Fine. I was eventually talked into getting two tiers higher of a service since it was only a couple dollars difference..

After three months my bill shot up to $72 a month (including the "top of the line" router I'm renting)

Nobody ever wanted to inform me that price was just a temporary sign up price that only lasted a couple months.

I feel scammed, I'm going to return the router and demote my internet or cancel (depending on how they handle it this time)

Really hope they care to right these wrongs

[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,[redacted]

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding her attempts to correct charges for Cox Tech Support.   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 reviewed the charges and credits previously given.  We then adjusted the difference.  We spoke with our customer and went over all charges and adjustments regarding this issue.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 / Arizona

Revdex.com Case # [redacted]
 
We have contacted the customer directly on 6/7/16 to address their concerns and provide a successful resolution.
 
We appreciate the opportunity that the Revdex.com has given to us to assist our customer. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer had issues with billing and payments. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. Once we do, we will apologize for the experience...

and explain the updated account billing details. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region