Cox Communications, Inc.

March 11, 2014

11pt;">

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

We would like to thank our customer for letting us know about her concerns with Cox Communications’ billing practices.  We are sorry that she felt that she 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 she experienced in her attempts to resolve the billing issues on the modem.

We completed our research and have confirmed the following information:
Our customer did, in fact, pay for the modem in November of 2008 as detailed on our customer ledger and in the account notes.

A request to credit the modem charge in the amount of $75.00 has been presented to our Collections Team.  It is anticipated that the credit will be applied in the next 72 hours. 

Two credits totaling $16.00 were applied to the account today for the two late fees that were applied to the account on 1-07 and 3-07-14.

A courtesy credit in the amount of $62.99 was applied to the account today representing one month of Internet service.  It is important for our customer to know that the monthly charge for their Internet service will be at this higher rate as there is no discount provided for a single service.  This credit has been applied for the inconvenience that our customer encountered due to this poor customer service experience.

It was additionally noted during this research that the customer underpaid their account by $38.13 on 1-02-14.  There are no notes on the account to identify why this was done.  The current balance on our customer’s account is $78.15.

We want our customer to know that she is a valued customer and that we at Cox Communications appreciate her business.   We know that this apology does not make up for the difficulties that she went through, but we do apologize again for the negative experience that she encountered in attempting to resolve this matter.    If our customer should have any further concerns or questions, we ask that she contact us through our Customer Care Department [redacted]. Thank you.

Sincerely,

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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I rejected there response because according tho them it was my fault for some reason they lied to me so they can locked me in a two-year contract with only one with the 50% discount (I was told that the discount it was going to be for the whole two-year contract) now they are charging me full price for the past few months and what I want is them terminate my contract without early termination fees and a reimbursement for the over paid or respect the original agreement of 50% till the end of the contract and a reimbursement for the over paid money on the past months that I was charged full price. Thanks!

Regards,[redacted]

May 14, 2014

 

Complaint ID# [redacted]

We are sorry to hear that the customer is unsatisfied with our previous response.  Attached please find the customer's January 26th billing statement that outlines the terms of the customer's Price Lock Guarantee 24 month service agreement.  Listed on page 2 of the bill under the headline "Monthly Services" is the following notice:

"You are receiving a promotional discount off your price protected rate.  Your price protected rate, noted below each discounted service, will take effect at the end of the promotional period. "

It is also noted on this statement on page one that the customer may cancel the Agreement or make changes to the Price Lock service without paying an early termination fee within 30 days from the start date of the Agreement. 

 We believe we have made a good faith effort to communicate the promotional discounts; the Price Protected rates included under the Agreement, and have made a reasonable gesture of good will by applying a $25 credit discount for 6 months onto the customer's account.  The Early Termination Fee will be prorated but applied should the customer choose to discontinue service.  We once again thank the Revdex.com and our valued customer for your time and consideration.

 Respectfully,

 [redacted] 

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

April 26, 2016—Revdex.com complaint # [redacted] account

size="3">We were sorry to hear of the concerns that the subscriber brought to the attention of the Revdex.com.  Due to the service issues that the client described, we contacted our Field and Network Leadership for assistance.  We also have reached out directly to the customer and offered assistance in resolution to the matter at hand.
We hope this information has been helpful to your office.  Thank you for the opportunity to assist a valued customer.
Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com

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

March 6,

2014

class="MsoNormal">We would

like to thank the consumer for taking the time to file his concerns regarding

the monthly rate on his Cox account. 

Please let me begin with an apology for challenges that he has had in

resolving his concerns.  We take great

pride on providing top-notch customer service to our customers and we hope that

the information provided here will provide him with the facts that he is

seeking. 

Research of his account tells us

that the consumer was not under a Price Lock Guarantee (PLG) or contract of any

kind.  The customer did receive a special

discounted campaign when he set up his service installation on February 16,

2013.  We provided our customer with a

campaign that  reduced his rate for 12

months, expiring on January 15, 2014. 

Since the campaign has expired, he is currently being billed at the

standard rates.

Cox

always strives to be a leader in customer service.  We certainly regret any inconvenience the

confusion over the length of time that the discount would be provided.  In an effort to demonstrate our commitment to

our customers, I am pleased to provide him with a new discounted campaign

providing him with a 20% discount on his Internet and telephone service for 12

months; expiring on March 5, 2015.  This

brings his monthly rate to $71.74 per month. 

It is important to note that he does not have a Price Lock Guarantee

(PLG) on his account; therefore, all rates are subject to change. 

It is our hope that the information

we have provided will assist in the resolution of his dispute and regain his confidence in our

organization.  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

[redacted].  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 their concerns regarding a recent payment to their account. ...

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 did conduct a research of the account to gain a better understanding of our customer’s concerns. Review of the account found that while our Account Services Department were researching our options to refund the duplicate payment, that our customer opted to dispute the payment with their bank which resulted in the funds being returned to the bank directly. With this in mind, we are able to confirm that our customer has been refunded the amount of the second payment that was being disputed. Due to the frustration our customer experienced, we have also applied a one-time adjustment of $50.00 to the account. We are confident the issue at hand has now been addressed.
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

[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 and email. 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 would like to thank the customer for taking the time to file their concerns regarding their account rebate.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.Regarding the customer’s...

concerns with their account billing, our customer had submitted a duplicate complaint through the Revdex.com to our Atlanta offices which we received on 6/25/15 (Revdex.com Case # [redacted]). Upon receipt of this complaint, we did attempt to reach them at the telephone number they provided to us (###-###-####) on 6/25/15 and 6/26/15 to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing.  Although we were unable to speak to our customer directly, we were able to confirm that the rebate in question has been mailed to our customer as of 6/3/15 and has an expected delivery date of 7/3/15. Additionally, we see our customer has been substantially compensated by our Customer Care Center with an account adjustment that was applied on 6/3/15. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

February 26, 2014

0pt;" class="MsoNormal">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 the customer received some misleading information regarding the recent pricing that impacted his account. It is our hope that the information provided in this response will help to explain this matter. In January of this year we had a general rate action that affected the majority of our customers.  Pricing adjustments are always a tough undertaking for any company to implement.  We know that they are not popular and that they directly affect our customers in a negative way.  Often times we are able to absorb the cost of the ever increasing expenses of doing business but sometimes we must past on some of that burden to our valued customers. We want to clarify that the customer’s Preferred Internet speed increase was done in January of 2013 and was not a contributing cause to this year’s rate increase.  Ongoing improvements to the capacity and stability of our network contributed as well as overall rising costs across the board. 

We have complied with all required notification to our customer’s by publishing the rate action information publicly as well as including notification of this increase along with the customer’s monthly statement prior to the implementation of this increase.  We are sorry the customer did not find our efforts adequate. 

It is our sincere wish that we have provided our valued customer with appropriate information so that he may make the best decision for his communication and entertainment needs.  We hope to continue to remain his service provider.  We stand behind our service knowing that we provide a superior product and service to our customers.  Thank you for your time and consideration. 

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

We would like to thank the consumer for taking the time to file his concerns regarding the overpayment and subsequent refund for his Cox account.  Please let me begin with an apology for any misinformation he has received and for the delay in receiving his refund.  We take great pride on...

providing top-notch customer service to our customers and we hope that the information provided here will provide him with the facts that he was seeking.  Research of his account tells us the following: · 1/23/14—The customer called in to the Customer Care Center and requested disconnection of his cable and telephone services.  The service charges were pro-rated and credits were created on the account.  The deposit held for these two services in the amount of $150.00 plus the interest of .64 were dropped and applied to the balance on the account as well.    · 2/2/14 – A check for payment was sent in by the customer in the amount of $467.23 and was applied to the account.  With the aforementioned credits and a previous payment made, it overpaid the account and left a credit balance of $440.52. · 2/17/14 – The customer called in to the Customer Care Center and spoke with [redacted]; he reported the overpayment and requested a refund.  Due to the date of the check payment, [redacted] advised the customer that we would need to have a letter from his financial institution advising that the bank would not be reversing the funds to the customer.  [redacted] also advised the customer that in times like this we often advise consumers to dispute the erroneous payment to their bank and the bank will reverse the payment and place the funds back into the consumer’s account right away without the need to wait for a refund check to process.  The customer told [redacted] that he would dispute the charge with the bank and nothing further was processed. I contacted the customer today by phone and he advised that he has not disputed this transaction through his bank and has asked that we process a check refund.  The date of the check has now surpassed the three week minimum and we are able to process the refund without the need for a letter from his financial institution.  We are drafting the refund check this week and sending it to the customer or he may choose to pick up the check from our office. We sincerely regret that he has experienced this difficulty with the overpayment on his account and we hope that we are able to regain his confidence in our organization.  He is a loyal Cox customer and I 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 ###-###-#### Call: ###-###-####.  Our Technical Support Agents are available for our customers 24 hours a day, seven days a week.  Thank you. [redacted]Executive Resolutions SpecialistOffice of the General Manager

June 22, 2015 Revdex.com complaint# [redacted] We were sorry to hear of the difficulty that the customer experienced on her billing.  After a thorough review of the account, we confirmed that the customer did pay for the modem for in question on a previous...

account.  Because the equipment was purchased, the charge has been removed from her bill. While we were unable to reach the customer directly, we did leave a detailed message and our contact information in case she had further concerns on this matter.  As always, we thank the Revdex.com for bringing the matter to our attention. [redacted]/Cox Communications Executive Offices/ [redacted]

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted with billing concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and...

consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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]

April 16, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding their monthly pricing dispute. We are sorry to hear that there has been a miscommunication regarding the services subscribed and the...

pricing quote the customer received.  

Prior to any account changes the customer had a monthly service rate of approximately $231. On December 4, 2013 the customer spoke with a Care Center representative and added telephone service under the Silver Bundle.  The starting price for this bundle is $136.49 per month. Please note that that figure is before taxes, fees, surcharges, and equipment fees and that the Silver Bundle discount is good for either 6, 12, or 24 months (24 months with the agreement to a 24 month service agreement). We do not offer indefinite pricing. 

What is included in the Silver Bundle at that price point is:  Cox Advanced TV with the Variety and Bonus Pack channels, Preferred speed Internet, and Cox Essential telephone service (does not include voicemail).  As well as the premium channels HBO, STARZ and Cinemax.  Anything outside of these services will come at an additional charge not associated with the $136.49 base pricing. The customer had the following additional services and fees not included in the Silver Bundle pricing:

Showtime - $15.99

Movie Pack - $7.00

Sports and Information Pack - $7.00

Cox Service Assurance Plan - $6.99

Gateway Internet Modem rental $6.99

Advance TV addtl. outlet- $1.80

DVR Service fee - $11.99

DVR Service fee - $11.99

HD DVR - $8.50

HD Receiver - $8.50

FCC telephone fee - $7.10

Total: $93.85 (plus local taxes and surcharges)

On January 30th of this year the customer spoke with a Customer Loyalty supervisor who waived the Early Termination Fee from disconnecting telephone service and applied a $72.98 credit as well as a 40% cable television service 12 month discount, a well as a 20%, 12 month High Speed Internet service.  Lowering the customer’s bill to $219.71 (this rate is subject to any upcoming rate adjustments).  

We regret there was any miscommunication regarding the services covered under the Silver Bundle versus the charges for the additional services not included in that bundled rate.  We have provided coaching to the representative who sold the original order. 

We would like to once again apologize for the frustration and difficulty this matter has caused our valued customer.  As show of our commitment to providing outstanding customer care we have applied a credit adjustment of $130, the cost of the customer’s cancellation fee they were assessed with Sprint.  This credit will reflect on their next month’s Cox billing statement.  Thank you for your time and consideration.

Respectfully, [redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

It is...

our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with her service. It is never our intention to cause frustration. We are working directly with our customer on the issues that were brought to the attention of your office. We do understand the frustration our customer has endured and we are committed to work with her to provide a successful resolution. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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.T was told that Cox Communications has a policy NOT to refund beyond 60 days even though the service that was provided (TV) was NEVER requested, approved nor used by me or my household.  Cox will not accommodate my request to credit or refund for the timeline I overpaid on my account because they have a policy they strictly adhere to.  I told [redacted] the rep. to provide proof that I requested or approved this service and records will show I never used. I told him this was an unethical practice and decision.  He will not mediate nor budge. 

Regards,

COX Tech Support provided instructions for me to resolve my speed issue.  My computer Broadband Internet Connection has been restored.  

Thanks for your help,[redacted]

July 14, 2014

font-family: Calibri;">Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding the unreturned equipment charge assessed to his former account.  We apologize for the difficulty this has caused the customer.

On March 8th of 2014 the customer closed his account with Cox Communications, on March 19th a charge of $90.00 for an unreturned [redacted] telephone modem was applied to his account.  We have no record of the customer returning this equipment, however, on May 2nd as a courtesy the equipment charge was reversed leaving the account’s final balance at $3.12.  We have removed this charge as a courtesy leaving the customer’s final balance at zero.

Thank you for your time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

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.In response to the previous letter, I have sent in the proof to the address you have provided, its also attached here, I have submitted all the pictures to who needed them, also a supervisor by the name of [redacted] came out and also took pictures of all the damage, and also gave them to whom ever needed them, In response to that  [redacted] (he refuses to provide last name) and [redacted] said that they would pay $300 to have walls painted, and was to have [redacted] come out and repair the dry wall, the day of the repair the uy never showed up, when I contacted [redacted] from cox and [redacted] over at [redacted] and asked what happened to our appointment, she said he was to be there when she found out, he got in trouble, and she was going to have someone else come out, at that time, I told her to wait, because we were not agreeing to the paint job that they wanted to do, after they got the demand letter with the proof they wanted, they then responded back with I dont have an attic, when I have 2, and one room in the house is hooked up threw it, and the second room should have been as well, but that's when we were told it could start a fire, and we needed to replace it. That is his job to replace that when hes hooking it up, I also feel [redacted] the lady who wrote the first denial letter is holding a personal grudge being we had legal problems with her husband. I then called and talked to [redacted] about it, she gave me [redacted] ([redacted]'s boss) and her phone number and told me to bring it up with her, and to give them a second chance at that time, we were sent another letter telling me to stop calling or they were going to disconnect our services, all because we are trying to get this fixed before before my house has more damage, When the one guy came out to fix them, he only fixed one of the plugs by filling it with a silicone that can not be painted over, there is still one plug that is exposed, and water can and has gotten in, It will start to damage the house, and cause mold, My daughter and I both have health problems, and asthma, and that will make us very sick. I have more pictures of the damage, I was not able to attach, but willing to provide again. As Far as the Patio lid for the back patio that they deny they did, we purchased this house on march 9th, and also attached is the full report which shows on pages 23 and 24 that the patio was not done, and we completed that in april 14th and they came out april 16th and installed the cable wires all over the house, at which time the nails in the drywall started to pull down the tape and crack it, it is now over 24 inches long, and continues to grow, so as that continues to grow, so does the price tag if this is taken to court. we have done what they have asked, and we keep getting denied, and at this point we getting tired of it. and want it fixed, Iam an ordained minister and wedding planner, I have weddings at my house, since the the wires are up, and hanging in some spots I have been losing allot of money. and that will also be asked for in court. at this time we are asking that they fix what they damaged before it gets worse, or even a fire starts. all together there are about 10 pictures of the damage, there are the 2 main ones in question.

Regards,

I dropped [redacted] to sign up for a [redacted] bundle program that according to the price given to me on the phone, would save me $60 per month. Had great service from [redacted] and didn't originally sign up with [redacted] because I had heard of poor customer service. Now unfortunately, I have experienced it first hand. They gave me a price of 89.99 for a cable, internet, and phone bundle. The cable package that it came with included 2 years of free HBO so I assumed the BIO LMN channels would be included. Of course, they weren't so I added that package for $10.00. I get my bill and it was $160.00!!!!!!!! 30 dollars of various fees and taxes and they charged my services at 126.99 instead of 89.99 + 10.00= 99.99. I called and asked for a supervisor and they put me on hold for a 1/2 hour over my lunch break and they said they were in a meeting and would call me back by end of day. No call so I call back and spoke with a supposed supervisor and she said she can not give me that price and if I want to switch packages it will take 2-3 weeks. Come on all you have to do is flip a switch. Ridiculous. I cancelled my services and switched to [redacted] and [redacted]. I am awaiting my final bill and I am pretty sure I will be filing a complaint with the Revdex.com. Horrible company and service--very aggravating especially in today's society of tough times-you think you would want to keep your customers. Horrible!!