Cox Communications, Inc.

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 payment issue.  We sincerely regret the inconvenience that she has experienced with our...

company.

Upon receipt of this complaint, we performed a complete review of our customer’s account.  Our records indicate that the customer contacted our offices on 4-15-14 and discussed the status of her account with one of our representatives.  The representative that she spoke with advised her that she would have to make a $45.00 payment and then call back to receive a 7-day extension to pay the balance.  The $45.00 payment was made in cash on 4-16-14 at one of our Solutions Stores.  Our payment records further indicate that the $196.22 payment made on 4-16-14 was web based and was not taken as a post-dated payment as per our customer’s claim.  A copy of our payment ledger is being forwarded separately to confirm that was a web payment.

Our customer has called in several times regarding her concerns on this issue.  It was determined that there were times that she was provided incorrect information as to the type of payment made and as to our liability for her bank charges.  She received a $105.00 credit on 5-01-14 and an additional credit today for $52.50.  No additional credits will be approved for this account.

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.   If there is any way in which we can be of further service, we ask that she contact our Customer Care Center at [redacted].  Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

I never recieved a phone call or the 70 dollar credit. Please refund the 70 dollars fraudulently taken from my accounts

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.
We have left messages and they have left messages.  Ne resolution,  in fact it's gotten much worse!  We have perfect credit so as not to put that at risk we paid the invoice in question.  After paying the invoice (cleared our bank) I received a notice from a collection agency Cox sent it to collection!!  We had called repeatedly and were always told Cox would call us and they never do, also were told several times the account was clear and closed and that they would look into why we were receiving bill. We cannot seem to get anyone to help us. 

Regards,

Revdex.com Complaint – No. 10086458 – Ms. Maria Horton

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July 3, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the billing problems she experienced.  Please let me begin with an apology for the problems she had while attempting to resolve this issue.  We certainly do not want to cause our customers any frustrations and strive to provide the utmost in customer service. 

Research of the customer’s account confirms the following:

·         June 17, 2014, the consumer spoke with our supervisor regarding the error that had been made when the automatic payment had not been cancelled as was promised. 

·         June 18, 2014, documentation was received confirming the amount of fees that had been charged and a credit was placed on the account to reimburse her in full for said fees as well as a courtesy credit for the problems she encountered.

·         June 20, 2014, a check was drafted for the amount of credits on the account and express overnight mailed to the consumer.

We regret the difficulties the consumer encountered and hope that we are able to regain her confidence in our organization.  Thank you.

Suzi

Executive Resolutions Specialist

Office of the General Manager

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We are sorry to hear that the customer is experiencing stress regarding the placement of the equipment in the public easement...

adjacent to his property. Due to the concerns that the customer brought to the attention of your office, our Construction Leadership Team has contacted the client and will work directly with him to answer his questions regarding the situation at hand. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case No. 10022657 – [redacted]

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May 22, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding the unexpected charges on her first Cox statement.  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 to dispute the deposit and installation charges that she had been billed for.  The issue escalated to our supervisor, [redacted], who reviewed the initial sales call and confirmed that the customer was not informed of the installation charges totaling $60.00.  However, it was determined that the deposit was correctly charged. The deposit will be held on the account accruing interest.  After 12 months of timely payments, she may request to have the deposit (plus interest earned) credited back to her account.
 

On April 8, 2014, [redacted] credited her account $60 for the two installation charges that she had been billed.  Today I have applied a credit for the late fee she was charged for $8.00 and have also provided a $25 courtesy credit for the misinformation that was provided to her regarding the installation charges. 
 

We apologize for her poor customer experience and 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 at ###-###-####.  Our Technical Support staff is available for our customers 24 hours a day, seven days a week.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

TMarch 16, 2015 Revdex.com complaint #   [redacted]      [redacted] We were sorry to hear of the billing confusion that the customer experienced with her billing and refund.  Due to the complaint filed with the Revdex.com, we contacted her...

directly on March 3 and spoke to our Accounting Department the same day regarding the missing refund.  We confirmed that the refund was processed and mailed to the customer on November 6, 2014 at her post office box.  To date, the refund check has not been returned to us.  We will follow up with the customer and ensure that she has received her check.  If the customer has not received her refund check from us, our Accounting Department will put a stop payment on the missing refund and resend another check to her.  We appreciate that the Revdex.com has given us an opportunity to assist our customer.  Thank you. [redacted]/ Cox Communications Executive Offices/ [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,[redacted]   March 10I am playing phone tag with Cox[redacted]

Revdex.com Case# [redacted]
 
We appreciate the customer’s honesty and transparency regarding their frustration. Please know our Premier Internet Service, which currently offers download speeds up to 150 Mbps as of 2016, has had several speed increases over the past several years. When the download speeds for Premier Internet increased from 22 Mbps to 50 Mbps in January 2013, a DOCSIS 3.0 Cable Modem has been required to support the increased speeds. Although, Cox subscribers with a DOCSIS 2.0 Cable Modem can still subscribe to Premier Internet if they choose for other product features specific to this package, consistent download speeds over 25 Mbps were not guaranteed due to the limitations of the DOCSIS 2.0 technology. Regretfully our system is limited to an 18 month period so we cannot provide the documentation he has requested but as previously mentioned; Cox customers were notified on their statements about the increase. We also provided in-browser alert notifications to our customers as well.
 
While we certainly recognize our customer’s frustration, we feel that the appropriate amount of compensation has been provided to him and that we have done all that we can do to assist regarding his concerns.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

August 19, 2015 Revdex.com complaint # [redacted]-- [redacted] We were sorry to hear of the difficulty experienced regarding the cable line that is lying above ground.  Due to the information that [redacted] brought to the attention of your office, we contacted our Field...

Leadership Team for assistance.   Our Tempe Field Supervisors advised us that the cable line [redacted] refers to is a temporary cable/feeder line that will be permanently relocated.  Our Leadership Team has assured us that [redacted] will be contacted and advised on the progress and time line of the line relocation process.  We will contact [redacted] directly as well and give him our contact information in case he has additional questions regarding this matter.   Thank you again for the opportunity to assist! [redacted]/Cox Communications Executive Offices/ [redacted]

April 4, 2014Complaint ID# [redacted] We would like to thank the customer for contacting our company via the Revdex.com regarding their monthly pricing concerns. It is our mission as a company to be the most trust provider and we regret that the customer believes there was a discrepancy...

between the price quoted and that in which the customer actually received. On October 21st 2013 the customer contacted our Sales department to upgrade to our Whole-home DVR system. The account was duly notated that the Monthly Reoccurring Charges (MRC) would be approximately $245 a month including taxes and fees. The customer was placed on a 40% 12 month cable television discount, a $10, 12 month discount on Internet service, and finally a 12 month $5 discount off of telephone service. We apologize if there was any confusion. On March 17th of this year the customer spoke with a Customer Loyalty supervisor who applied a $254.98 one-time credit to offset the difference in pricing. The account notes indicate that the customer accepted this credit adjustment as resolution to her concerns. We have investigated and implemented the appropriate corrective action regarding the lack of follow-up when the customer first raised her concerns regarding her billing. We apologize once again and thank the Revdex.com as well as our valued customer for the opportunity to address this matter.Respectfully, [redacted]. Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

February 26, 2014

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

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

Upon receipt of this complaint, the account was researched thoroughly.  The information provided was forwarded to our Vendor Manager responsible for the technician that visited our customer’s home.  The individual’s leadership team was apprised of the situation and the appropriate coaching has taken place.  We do not tolerate this type of behavior and take the necessary steps to have it corrected as quickly as possible.

Our Vendor Manager spoke to our customer regarding the wiring that had not been buried.  He explained how this would have normally been handled and what the cost would have been.  An agreement was reached and a credit has been applied to our customer’s account.

We spoke with our customer today to provide a personal apology for the extremely poor customer service experience that he encountered.  He has been advised as to how we will be handling the concerns with regards to our representatives who did not escalate his concerns properly for manager callback.

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

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

We are sorry to hear of our customer’s concerns regarding our advertising. We have made 4 attempts to directly contact our customer by phone and have been unsuccessful.  Once we are able to speak with our customer and verify the account, we can address the concerns and provide a successful...

resolution.

Thank you for your time and consideration. 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 Internet services. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is...

always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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 and their Internet service. We have attempted to contact our customer directly at the e-mail address and telephone...

number provided. 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.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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Cox Communications made one attempt to contact me via phone on Monday, but I missed the call. Despite numerous attempts to call back at the number provided and emailing them back, they have not returned my correspondence. The number they provided goes straight to voicemail, and I have left messages, but have received no return calls. I am very dissatisfied with their "attempts to assist " thus far, as our internet still is not working and they have done nothing to address our concerns.

Regards,

May 18, 2016—Revdex.com complaint # [redacted]—Jef [redacted]
We were sorry to hear that the customer was unsatisfied with our response to the client’s first complaint filed with your office.
As we stated in our original reply, there is a *$50.00 fee for a technician to come out to the subscriber’s home to activate or relocate an outlet for the customer.  We would like to point out that company operates on the same pricing guidelines for all of our systems throughout the country.
For assistance with scheduling a change of service or a service call, we suggest the customer contact our Technical Support Team for help.  Our Technical Team can review and advise the client if there will be a charge associated with a visit to the home.  This group is available 24 hours a day, seven days a week, and 365 days of the year.  We can be reached at 623-594-1000. 
While we always appreciate the opportunity to address customer’s concerns via the Revdex.com, we cannot guarantee that the customer will not have charges associated with a visit to the home. 
We hope this information has been helpful to your office.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona
*rates subject to change

[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,

October 20, 2015Revdex.com complaint # [redacted]We were sorry that the customer is not satisfied with our previous response to your company.We attempted to contact the customer again by phone, but we were only able to leave a message.   We advised him that if he would like to send us the flyer that he is referring to, we would be happy to review it.  We also advised the customer that he is always welcome to call our Sales Department to see what packages and promotions are available.  Our Sales Agents are only able to offer the packages and rates that our Marketing Department make available to us.  We are not at liberty to grant special pricing upon request.  We hope this information has been helpful to your office.  We look forward to hearing from the customer. [redacted]/Cox Communications Executive Offices/ Arizona

January 29, 2015

 

[redacted] complaint # [redacted].   We appreciate the opportunity that the [redacted] has given us to assist the customer’s concerns regarding data speed.  We have left a message for the customer and requested contact from the subscriber so we can schedule a...

convenient time to meet with them at their home.   

 

Due to the service concerns that the customer brought to the attention of your office, our Field Leadership Team completed a thorough review on the outside of the home on the 19 of this month.  While all the signal levels outside have been checked and confirmed, we will work directly with the customer to schedule a visit to the home in an effort to verify the signal and lines inside the home are not substandard.  Once we are able to identify the source of the problem, we will work directly with the customer and appropriate credits will be applied to the customer’s account.   

 

We hope this information has been helpful to the [redacted].   [redacted]/Cox Communications Executive Offices/[redacted]