Cox Communications, Inc.

Dear Mr. [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 Cox's advertised internet rates.  We have reviewed your complaint letter and would...

like to respond accordingly.You state in your complaint letter that you visited the Cox.com website and saw an advertised rate for Preferred internet at $54.99/month for 12-months and Premier internet at $64.99/month for 12-months.  Under the terms and conditions (https://www.cox.com/residential/terms-and-conditions.html#internet ) on the advertisement page, there is a disclosure that states: 
Offer expires 2/29/16 and is available to new residential Cox Internet customers in Cox service areas.  $54.99/month is only available for new subscriptions to internet Preferred or higher.
Our records show that on December 12, 2014, you were taking advantage of a 12-month campaign that provided you $40.00 off of your advanced TV and Preferred internet.  This campaign expired December 11, 2015.  As a result, we began billing you the standard rate for your services.
Currently, you subscribe to Preferred internet and are being billed the standard rate of $73.99.  You are also renting a modem for $6.99.  However, I have added another 12-month campaign that will provide you with 20% off of your internet service.  Your new monthly recurring rate (including modem rental) is $62.97. 
I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 8:30am to 5:00pm, Monday through Friday.
Respectfully,
 
Sylvia L. D[redacted]
Executive Office of the Regional Manager
Cox Communications

[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,

We were sorry to hear of the longtime confusion that the customer has experienced with his billing.  As a service oriented company, we know that our success is largely dependent upon the satisfaction of our clients.  We sincerely regret the inconvenience that the customer has...

experienced. 

 

Due to the large amount of detail and the extended time frame covered in the complaint from the customer, we attempted to reach him directly regarding his billing concerns.  A detailed message was left for the subscriber; and we asked him to contact us at his convenience.

 

In regards to the billing quotes and agreements that the customer brought up to the Revdex.com, the customer states that in August of 2013 he was offered a promotion that would give him the Expanded Cable (free) at Starter package rates.  Our records indicate that in September of 2014 our Customer Service Team advised the subscriber that we did have not offered a promotion that would provide the customer with free Expanded cable services.  This information was confirmed by our Marketing Team.

 

Further review of the account indicates that the customer *currently subscribes to Expanded Cable and Preferred Internet Service, and is paying $99.82 per month, due to a promotional discount.  The normal rate for these services is currently approximately $130.00 per month.  We want to point out that the customer is not locked into a contract, and can change his level of service to meet his needs and budget, without consequences.

 

Review of last year’s billing history indicates that both of the late fees that were charged to the customer in October and November were removed from his bill.  The subscriber’s billing history also indicates that he has always been on printed/mailed billing statements.

 

We hope this information has been helpful to the Revdex.com.  It is our hope that we will hear back from the customer and will be given the opportunity to address all of his concerns.

 

[redacted]/Cox Communications Executive Offices/ Arizona

June 6, 2014

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

This is in response to a complaint filed by a Cox customer disputing a charge for a long distance service that she claimed she never signed up for.  In the complaint, our customer stated that she had been paying $4.95 for this service since 2008. 
 

Cox completed a thorough review of the customer’s account and determined that she chose the Simply 5 Savings Plan when she added phone service on March 24, 2008. Cox did not charge a recurring monthly fee for the Simply 5 Savings Plan at that time. On February 16, 2010, Cox notified customers with the Simply 5 Savings Plan that they would be charged a promotional rate of $1.99 per month, effective April 1, 2010.
 

Cox has charged the customer as follows for the Simply 5 Savings Plan:

 

April 2010 – March 2011                   @$1.99 for 12 months = $23.88

April 2011 – January 2012                 @$2.99 for   9 months = $26.91

February 2012 – January 2013           @$3.99 for 12 months = $47.88

February 2013 – May 2014                @$4.95 for 16 months = $79.20

                                                                 ...⇄ TOTAL  $177.87
 

Cox urges customers to regularly review their billing statements and to report any questionable charges within 60 days.  These policies appear on every monthly billing statement issued to customers.  
 

·       Billing Dispute and Resolution:If you have any questions regarding your bill or disagree with any portion of your bill, immediately contact Cox with your concerns. You must contact us no later than 60 days from the bill's due date via the contact information listed on the front of this bill so that Cox can review your account.
 

·       Payment of your Cox bill confirms your subscription to services and the possession of Cox owned equipment listed on your bill.

 

The customer uses long distance so infrequently and so Cox applied a credit of $40.01 on 5/19/14 and then after careful consideration, Cox decided to apply an additional $68.93 on 6/6/14. Total credit issued = $108.94  This credit will appear on her next billing statement.                 
 

The customer’s patronage and loyalty is important to us.  If she should have any further questions, please refer her to our Customer Care Center.  They can be reached 24 hours a day, seven days a week at ###-###-####.  
 

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

I had made a payment arrangement to run a payment on the 4th of September, they processed the payment on Sept 1st causing me over $100 in over draft fees because they tan the check 3 times, I have called them with no help, they tell me I should call my bank, so frustrating when it wasn't my fault.

(1) Unreliable cable/internet service. Have used COX internet for years (because of no alternatives) and have yet to go a month with out interrupted service.

(2) bogus technical help. Have been told that my own equipment is at fault, but when replaced no improvement in service reliability.

Would NOT recommend this company or its services.

COX has the absolute worst customer service! I have never been treated so poorly. It takes a minimum of 5 calls per resolution, the call center agents are incompetent and as ignorant as they come. I am cancelling my service and contacting the [redacted] for additional assistance. The bills continue to rise and the service levels go down. I am going back to [redacted] where I am treated like a customer.

October 8, 2014

 

We are sorry to hear that the customer is still unhappy with the service with our company.  It is never our intention to cause problems for any of our customers.  Our office, as well as our Field Team, has been working with this customer since March of this...

year in an effort to address the service issues that she has brought to our attention.

 

Our Field Team has advised that we will need access to the inside of her home to further address the intermittent service issues that the customer has brought to the attention of your office.   We will again make contact with the customer in an effort to rectify the situation at hand.  Thank you.

 

[redacted]/Cox Communications Executive Offices

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 his attempts to address and correct his billing.  We sincerely regret the inconvenience that he...

experienced with our company.We contacted our customer and have addressed his concerns to a successful resolution. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

July 14, 2016—Revdex.com complaint # [redacted]
 

face="Times New Roman" size="3"> We were sorry to hear of the confusion that the customer is experiencing with his bill. Due to the concerns that he brought to the attention of your office, we reviewed his account.
 
Our records confirm that the customer signed up for Preferred Internet service with our company on June 5, 2015.  Our sales agent was able to grant a temporary discounted rate to the client at that time.  This campaign guaranteed the Preferred Internet Service at $19.00 less per month than the actual market rate. ($54.99 vs $73.99) On June 5, 2016, the 12 month campaign ended and the customer is now paying the regular rate for service. 
 
We are sorry that we are unable to grant an extension to the 12 month temporary campaign. Our company believes that we offer a superior data product and we are glad that we were able to provide the customer with an attractive discount over the past year.  Should the subscriber with to change his services in any way, he may call our Customer Service Department at ###-###-####, or toll free at ###-###-#### to discuss his options.
 
Catherine/Cox Communications Executive Offices/ Arizona

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

class="MsoNormal"> 

April 15, 2014
 

We would like to thank the consumer for taking the time to file his concerns regarding the information provided on our interactive guide for the MLB Extra Innings programming.  Please let me begin with an apology for challenges that he has had in receiving the information he was requesting.  We take great pride on providing top-notch customer service to our customers and we certainly do not like to see our customers frustrated when they are seeking assistance. 
 

As requested, I contacted our customer on the phone and he confirmed that he was not receiving the detailed guide information on each of the games that were included in his MLB Extra Innings package.  I researched the matter with our Interactive Services Department and they confirmed that the detailed information was being provided in the guide and that the customer’s equipment may need to be rebooted.  I contacted the consumer back and he was satisfied with this resolution.
 

I apologized for his poor customer service experience and have followed through with the applicable supervisors to provide coaching for our agents in their methods and procedures.
 

I hope that the information I have provided will assist our customer with receiving the detailed game information for the MLB Extra Innings package.  He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us and we appreciate him.  For future assistance with any other issues that may arise, he may call our Customer Care Center at ###-###-####.  Our Technical Support Department is available for our customers 24 hours a day, seven days a week.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

We would like to thank the customer for taking the time to file his concerns regarding his Internet services.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.We were able to speak with our...

customer on 2/10/15 and we have involved our Field Services Department to ensure the issues at hand are addressed on the repair appointment currently scheduled for 2/15/15. We are confident we will be able to reach a resolution with our customer once our technician has been dispatched to the home. Once the appointment has been completed, we will be making contact with our customer again to ensure all of the issues pertaining to the Internet services were addressed during this visit. 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 ###-###-####. Thank you.[redacted]Executive Escalations[redacted] Communications

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 his attempts for an adjustment to his bill for the difference in the modem purchase quoted and actually charged.  We sincerely regret the inconvenience that he experienced with our company.We contacted our customer to apologize for the inconvenience and time it took to resolve this and as a courtesy an adjustment to his billing was made.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue.   Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

I have been having troubles with Cox Communications since the day we started with them. We have tried to use a different internet/cable provider, however, due to our apartment facing north we are unable to switch to anyone else.

Our complaint is this- They have continuously provided us with sub-par service, and charge our account for equipment we do not possess (and never have). I call their service hotline several times a month, and when I inform the service consultant, they state that we never called prior to the current call. We have closed an account with them (or so we thought) and when we realized we were unable to change carriers we had to re-open an account in my husband's name. Three months later we got an automated phone call stating we needed to contact Cox ASAP regarding our account. When I called, they said we had an outstanding balance of $257 on the account that we (supposedly) closed. I told them immediately that I was making payments on out new account and that it was up to date. The company proceeded to tell me that I was still responsible for paying outstanding amount. After speaking with the billing department and a manager, [redacted] in billing has been very helpful in resolving this particular issue.

Another complaint is when we have gotten the services installed on the "free installation" promotion, they proceeded to charge us $60 PER service installed. It wasn't until we had to call them and fight this charge that it was taken off.

As far as the services go, we have had to downgrade from Contour boxes to regular HD boxes because the Contour boxes did not work. Technical support stated they were just fine, then proceeded to insult me by saying I didn't have them hooked up correctly when Cox were the ones who installed it. After returning the boxes to a Solutions Store, it turned out we were right- The boxes were defective.

Aside from the company monopolizing the cable/internet/telephone services and their outlandish prices for bare bones services, this company should be regulated on how they treat their customers and their pocketbooks. We are currently stuck with a terrible company because of the direction out apartment faces.

We would like to thank the customer for taking the time to file their concerns regarding the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts...

were unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.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

We would like to thank the customer for taking the time to file their additional concerns regarding their service installation experience.  We truly regret any inconvenience this situation has caused. Upon receiving this complaint, we have attempted again to reach the customer at the telephone number they provided on 2/10/15 and 2/12/15. Unfortunately, both attempts to reach the customer were unsuccessful. We have left our contact information as a voice mail message on both of our attempts. In order to assist our customer with the issues at hand we will need to speak with the primary account holder directly. They are welcome to contact me directly at ###-###-#### to proceed.  We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with them for many years to come.  Thank you.[redacted]Executive EscalationsCox 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. Travis Turner, a supervisor from Cox, did call me in regards to the previous email response and we are currently working on a settlement amount.  I would like this complaint to remain open until the matter is completely resolved.  As I stated earlier, I tried to resolve this on several occasions with the company and got no where until the Revdex.com was involved.  I appreciate your follow up and I will let you know when this case is completely resolved.

Regards,

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

June 19, 2014

We are sorry that the matter of the fax had not been addressed on the previous reply.  The customer’s account and the missing payment file have been researched and we do not find that a fax was received for the customer’s missing January payment.

I have reached out to the customer and requested that she resubmit the fax directly to my attention in my office.  I have also provided her with the summary of the last six payments received on the account as follows:  

09/26/13          Received check in the amount of $55.99

11/01/13          Received check in the amount of $55.99

11/30/13          Received check in the amount of $62.99

12/31/13          Received check in the amount of $62.99

02/18/14          Payment made at the Retail Store in the amount of $62.99

04/30/14          Received check in the amount of $75.19

We will work together with the customer on the January payment research; she has my name, office number, and email address for contact.  Thank you.

Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

We appreciate our customer taking the time to voice their additional concerns regarding their Cox accounts. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.
Upon receipt of this most recent rebuttal we were able to speak with our customer directly on 9/28/16 to address their concerns. During this conversation we were able to address our customer’s frustration with their recent experience with our Care Center and technicians as well as make the appropriate adjustments to the level of service to help lower the monthly rate. Additionally, we were able to come to an amicable agreement on an adjustment to the account based on our customer’s tenure with our company and recent poor experience. We are confident the issue at hand has now been resolved.
We appreciate our customer’s patience and understanding and genuinely hope to continue a positive relationship with them moving forward. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####.Thank You.GeorgeExecutive EscalationsCox Communications

This is a very typical response from Cox, that doesn't take responsibility for their customers.  I have spent 8 hours with technical support BOTH from the residential and business side.  The business side says it is a .net residential account and they can't help, and the residential side says since I have a business account with a .net email they can't do anything.
When I reached tier 2 a man called Kia, said my problems were resolved and that he had used the .net email as a dummy email and I would need to set up a .com email to forward my emails to.  He emailed me the particulars of setting up the .com account.  I set up the email account using business support as I was instructed, we ended up in a 3 way call with the residential side again, and spent another 2 hours working on getting my email to work.  Nothing worked.  Last night I started the process again through the business side to begin with, and then another hour with the residential side, and I still can't receive emails or send emails through either account.
You may think its OK to just shrug off this complaint with it's a business issue not a residential issue, but I don't think it's ok period, I have been an Cox customer for 13 years plus.  And I can't use my residential email. 
I use this account for sending all of my invoices for my business as I have for 13 years.  Since 8/3/2016 I haven't been able to do anything with my invoices.  I wasn't notified that my email had been shut down and I have 3,500.00 worth of invoices that are waiting to be sent.
Perhaps that doesn't bother you, but I think that since I haven't missed a payment to you for 13 years that I deserve service that I am paying for.
Your response dictates that you don't care, and I will be taking this to the next step which will be filing a complaint through the justice system for financial compensation.
Perhaps you think that you have two businesses?  I am only dealing with one.
Sincerely [redacted].