Cox Communications, Inc.

March 11, 2014

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

We 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 would like to take the time to apologize for the inconvenience that our customer experienced regarding her billing issues.

Upon receipt of this complaint, we reviewed the account.  Our records indicate that that all of the appropriate credits were applied to the account as per the many conversations that our customer held with our account services representatives.  Under separate filing, we are providing copies of the account ledgers showing the balances on the accounts.  The last account in question, [redacted], shows an outstanding balance for the equipment that needed to be returned in the amount of $157.00.  It has been confirmed that this equipment was returned to one of our solutions stores today.  This outstanding balance will be removed in the nightly processing. 

No payments were applied to account [redacted], and there is no outstanding balance on this account as per the copy of the ledger provided.

We want our customer to know that we valued her as a customer and appreciated 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 she should have any further concerns or questions, we ask that she please contact our Customer Care Center at [redacted]. Thank you.

Regards,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. 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, [redacted]

April 6, 2016—Revdex.com rebuttal---- Rine # [redacted]
 
We are sorry to hear that the customer is not happy with our first response to your office.  As we stated in our reply to you, our Damage Claims Department advised that after investigation, we found no fault of our technician.  As in any claim situation, changes to the outcome of the concern must be determined by the appropriate personnel.   Should the customer choose to further dispute the results of that investigation, she may contact our Damage Claims Department to further discuss the situation at hand.
 
We hope this information has clarified our position and has provided enough information to close the complaint for your office.  Thank you.
 
Catherine/ Cox Communications Executive Offices/ 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]

This is in response to our customer’s complaint that was filed regarding his request to be compensated for false alarm charges issues by the [redacted].  As stated in our customer’s complaint, there were three false alarms that occurred while he was away from his residence in...

Phoenix.   We apologize for the inconvenience that our customer experienced. The customer contacted our technical support team to see if he could determine what was causing the issue.  Since our customer was not at home, a technician could not be dispatched to find the source of the problem so a decision was made to disable one of the motion sensors.  We do not cover charges for false alarms as outlined in our contract:  3. Payments/Deposit. All payments for the System, installation, monitoring, repair or replacement parts, and service charges shall be paid on or before the due date on the Cox invoice.  Failure to pay charges when due may result in interest and/or late charges at the highest rate permitted by law. You also agree to pay for all taxes (including without limitation sales and use taxes), fees, assessments, and governmental charges (includingfalse alarm fines or fees whether assessed on Cox or you) in connection with the System and the Services. Our customer stated in his complaint that he expected reimbursement from us due to the fact that the equipment was defective.  We provide a 90 day standard warranty on all Home Security equipment purchased.  As a courtesy to our customer, our technician did not charge him for the service visit ($49.95) or the cost of the motion sensor ($99.00) that we normally would have billed as he does not subscribe to the Equipment Protection Plan that was offered at the time of installation. Based on the fact that our customer has been with us for a very long time, we have applied an additional credit in the amount of $43.05.  We believe that this credit plus the charges that were waived for the trouble call and the sensor are just compensation for the issue.  We want our customer to know that we value him and appreciate his business.  Again, we apologize for the inconvenience that he experienced.  If our customer has any additional questions, he can contact our Customer Care Center at ###-###-####Call: ###-###-####.  Thank you. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

We apologize our customer felt the necessity to file a complaint to the [redacted].  We have contacted our customer and reached a mutual agreement for services and pricing.  We apologize for any inconvenience our customer has experienced in regards to this...

issue.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

I don't accept this note. The person that singed the letter did contact me on July 5th at about 4:30pm and left a message, since I was involved in an appointment. The message explained what she said. I was to call back at a convenient time and leave a message and phone number and I would be contacted within one business day. I promptly called back the next morning and said that I am available all day and left the information. I did not get a call back that day. I called back the next day and left a message still nothing in return. I did that again. So three times in 3 days. I don't feel like a am a valued customer as the email does explain. 
I don't want the phone service right now, as I have already spent the money for another year service with the current company, which I wanted to leave. I would like all the charges from the phone that I incurred credieted to my account, since I did not use the service for the number that was assigned to me.  I also have equipment charges on my account for some apparent reason, since I don't have the equipment in my possession since I returned it.

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 have never received any written communication regarding contact information.  I prefer communications in writing since all phone conversation I have had with Cox have been seriously unsuccessful. The customer service representatives have been terrible .  Please refer to all the information I have sent via regular mail in regards to my claim.  I sent a large packet with the details of my complaint and documentations about a month ago.  I continue to receive past due notices in the mail even though I specifically called to cancel the service as of December 9, 2014.  Regards,[redacted]

What about all the time I spent trying to get my bill fixed that cox had no answers as to why it was changed? And my 2 trips to the service depot in Gilbert? No deduction of bill for my wasted time due to their problems? I spent 6 hours on the phone and 2 hours at their store. All for a problem that was Cox fault and they just apologize? Not acceptable.

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 his experience during the installation of his service. Upon receipt of this complaint we spoke with customer and...

arranged a full installation with our Field Service Department.  The work was completed on Friday. We followed up with our customer today and were told he was happy with the install and the service is working. We want our customer to know that we are deeply committed to being his most trusted provider of communications 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 / Arizona

I have been a Cox customer for 21 year's. I was one of their first internet customers. We had a 3 services for several years. I first had to cancel the Phone service because once per year my phone connection box would die, and that left us without any phone service for several days until they could get out to change out the modem. The 3 time this happened I canceled the phone service.

After one of the many rate hikes a couple of years ago I canceled their TV service. Since we had been a good customer for so long, they offered me a better internet connection for just $1 per month more making my rate $65. Now a few years later the bill is over $85 per month for their so called Premier 150Mb connection. A few months ago I started having problems using steaming services for our TVs. They assured me the equipment was working correctly, but they told me I had an older slower modem. I upgraded the modem from a 4 channel modem to an 8 channel modem, and bought a top of the line router to hopefully solve this problem.

Since the upgrade a few months ago I've had to call into cox customer service because my connections went offline twice now. Both times it took a couple of hours working with their service group to resolve the connection problem. The worst part is that even with the new modem, and router I still continue to get very poor internet service. The steaming service always seem to have dropout issues. I know this problem is coming from Cox, since I have several time switch over to using my Verizon hot spot to make the same connections, and there is no dropout problems when using the 10Mb Verizon connection.

I am going to try one more time to complain about this poor service, and if it is not resolved, then I'm getting rid of Cox for good.

We would like to thank the customer for taking the time to file her concerns regarding her installation and customer service experience. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.I contacted the customer...

on 9/23 and we discussed her situation and came to a resolution. During our discussion we came to an agreement regarding a refund that will be issued to her account for services she did not have. This refund has been applied to her current bill. We also discussed the feedback for our representatives and did provide the customer with a formal apology regarding the situation. Due to privacy concerns we do not share information regarding our representatives and corrective action taken.  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 ResolutionsCox Communications

The reply from Cox is neither specific nor resolving to my complaint. Rather than express "the complaint is resolved" please provide what the resolution is. Specifically I took the time to stand in line and speak with your manager who both agreed and eliminated the charges based on his findings that the equipment was in fact returned. However we have yet to receive the credit of $40.00 we were promised when we experienced a cable television outage for several days.

April 1, 2014

[redacted] complaint # [redacted]

We were sorry to hear that one of our valued subscribers experienced confusion regarding his billing.  Our company welcomes the opportunity from the [redacted] to assist the customer.

Because of the complaint filed with the [redacted], a thorough review has been completed on the account. Our records confirm that the customer spoke to our Billing Team on March 26 of this year; the day after the consumer filed a complaint with the [redacted].  The notes on the account indicate that our Agent explained the billing and rates, and confirmed the higher billing due to Long Distance (LD) charges.  Our Billing Team further assisted the customer by crediting the account for some of the LD charges, due to DAK, (Denies All Knowledge.) The notes also indicate that the customer was advised that future LD charges will be valid.   Our agent credited the late fee as well.

Regarding the monthly rates confirmed by our Billing Department on that same day we verified that the rates that the customer is being charged is correct for the services subscribed to.  Should the customer have more specific questions regarding the rates they are paying and the services they are signed up for with our company, we suggest the subscriber contact our Billing Department at [redacted].  With proper authentication, we can advise of specifics of the bill.  Because the information that we provide the [redacted] may be posted publicly, we cannot include account specific details in our response. 

We hope this information has been helpful to the [redacted], thank you.

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

We would like to thank the customer for taking the time to file her concerns regarding the disputed account balance. ...

Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.
Upon receipt of this complaint we completed a thorough research of our customer’s account with the aid of both our Collections Department and Fraud Department to gain a better understanding of the dispute at hand. Once our research was completed we were able to speak with our customer directly to address their concerns regarding the disputed balance as well as concerns pertaining to a former Cox account of hers. After discussing our findings for her account we were able to properly explain the reason her original order was canceled as well as came to a resolution (and provided a courtesy account adjustment) in reconciling a former Cox account belonging to our customer. We are confident the issue at hand has now been resolved.
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

Revdex.com Case #[redacted]

white;"> We are sorry to hear of the negative experience our customer encountered with our outside sales team. 
We contacted our customer directly to address the concerns she brought to the attention of your office. We were able to offer a solution to resolve her service level and billing issues in which we felt were fair.  Our customer was satisfied with the offer and she did accept our resolution to her concerns.   
We appreciate the opportunity that the Revdex.com has given to us to assist our customer.
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Dear Ms. [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 a recent returned payment that has been charged back to your account.  I have reviewed...

your account and have determined the following:Our records show that on January 6, 2016, we received 2 (two) online check payments in the amount of $214.40.  At the time this payment was made, your account was delinquent with a balance of $476.36 and was suspended for non-payment.
On January 19, 2016, 1 (one) of the duplicate payments were returned by your bank for "non-sufficient funds."  As a result, the $214.40 was charged back to your Cox account and you were assessed a $25.00 returned payment fee.
As a good faith gesture, we have credited the $25.00 returned check fee.  However, since we were not able to collect the funds for the duplicate payment, we must respectfully deny your request to have those funds credited to your Cox account.
Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.
Best Regards,
 
Sylvia L. D[redacted]
Executive Office of the Regional Manager
Cox Communications

Revdex.com Case # [redacted]
 

size="3"> We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.
 
We have contacted the customer directly on 7/13/16 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. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]
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 have contacted the customer directly to address their concerns and provide a successful...

resolution. Feedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.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. 
Jesse W.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.

The core of my complaint is that Cox is abusive of its customers in its use of credit reporting, choosing to mar its customers credit rather than undertake good faith attempts to remediate the account.  While removal of the trumped up "service fees" is the right thing to do, ultimately the only valid correction Cox can make is to rescind the credit bureau reporting, which has heavily damaging financial impacts on me as a consumer.  Again, I underscore that Cox did not make good faith efforts to inform me that there was an issue with my auto-pay.  I received neither an phone call nor email.  I only learned of the issue upon seeing their derogatory reporting on my credit.  

Citing the [redacted]'s [redacted] is disingenuous.  Cox had a valid credit card number on file with authorization to charge amounts owed - the account was on auto-pay.  Their choice to not re-run the credit card does not constitute my failure to pay.  I would have willingly facilitated any action required from my side had I known there was an issue.  However Cox's failure to communicate the issue gave me no opportunity to take action.  Any normal business would recognize that there was intention to proceed in good faith and simply a breakdown in communication and ample fault on Cox's side.  This constitutes clear grounds for Cox to rescind its erroneous derogatory reporting.  The [redacted] provides ample ground for Cox to retract when errors were made on their side.

I have always been willing to pay Cox for services rendered, and in fact the $56.70 has been paid (payment confirmation#[redacted]).  No amounts are actually owed to Cox. 

What is clear however from the response from Cox is that despite the sum in question being nominal ($56), and despite clear mistakes on Cox's side resulting in their failure to adequately communicate an issue on the account, they offer no apology for inflicting outsized financial harm on one of their customers.  

Regards,