Cox Communications, Inc.

We are sorry to hear our customer was negatively impacted by customer service 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

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by not being fully informed on pricing and services. We have attempted to contact the customer directly by telephone and email. The customer’s previous location did include TV service. The TV services were...

at zero cost due to the location’s agreement with Cox. The customer was not advised that the transfer of service would include the TV service at a cost due to the new location not having an agreement with Cox to cover the TV portion. Once we have made contact with the customer, we can review the account in detail and come to a successful resolution with removing the unwanted services.  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 contacting our company via the Revdex.com regarding his telephone billing concerns.  While we are sorry to learn that the customer was unable to address this issue with our company prior to reaching out to the Bureau, we are happy for the...

opportunity to address this matter.  As a courtesy to a valued customer we have waived all long distance charges applied to the customer’s account thus far and the pending long distance charges.  We must note that should the customer choose to continue to use long distance from this point forward he will be billed at the standard per minute rate of $0.18.  To make changes or to enroll in a Cox long distance plan the customer may contact us anytime at ###-###-####.  Thank you for your time and consideration.  Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Even with me paying the $150 termination fee, there is still a $140 difference that was taken from my account that you did not address. I had also already paid the bill for that month prior to changing my service.

April 10, 2014

Revdex.com rebuttal # [redacted]

We are sorry to hear that the customer was unsatisfied with our first response to the Revdex.com.  The intention of our company is to be as helpful as we can to all of our client’s questions.  We are sorry that the subscriber feels that we have not been successful in providing him with the information that he was looking for.

We have been advised that the original sales calls that the customer refers to in his Revdex.com rebuttal are no longer on file, so we are unable to review the sales conversation from February of this year.  We have also been advised by our Marketing and Billing Leadership that our company has never offered a free DVR on a two year contract.  Our records also confirm that the customer is not locked into a PLG—(Price Lock Guarantee) and the customer has the option of changing his services at any time, without penalty.   We suggest the customer contact our Care Center at [redacted] to discuss his service and package options.

We sincerely regret the confusion and difficulty that the customer experienced during his recent transfer, and we hope to regain the customer’s faith in our company.  The subscriber’s long-time patronage is recognized and appreciated.  We hope this additional information has been helpful to the Revdex.com, as well as the customer.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

We were sorry to hear of the difficulty that the customer recently experienced with our company and his services.  It is never our intention to cause problems for any of our subscribers, so we sincerely apologize for the inconvenience that the client experienced.  Because of...

the complaint filed with the Revdex.com, a thorough review has been completed on the account. Our records indicate that the service call from the 11 day of September was cancelled due to no answer on the phone, or the door.  Because of the confusion regarding the time and date of the service call, a $20.00 On Time Guarantee (OTG) credit has been applied to his account.  We also ensured that the customer was credited for the days that he was without service. Notes on the account confirm that the customer’s service was up and running as of the 14 of this month. We apologize again for the inconvenience that the customer experienced with our company, and hope this information has been helpful to the Revdex.com.  [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Complaint ID# [redacted]  We would like to thank the customer for contacting our company via the Revdex.com regarding his Cash Back Rebate concerns.  We apologize for the difficulty and confusion the customer has experienced in his attempt to get this matter...

addressed.  Reviewing the original sales order, we find that the third-party sales agent failed to place the fulfillment code onto the account.  Therefore the rebate process was never initiated.  Our Accounting department will be creating a check in the amount of $250.00.  This check will be mailed out on Monday to the customer’s current service address.We will provide the appropriate feedback to the management of this representative so we can ensure that proper training is implemented to avoid this from happening in the future. We once again thank the customer for his patience as we worked to resolve this [redacted]er.  Should the customer have any further concerns we are always available at [redacted] or online at [redacted]. Respectfully,  [redacted] Executive ResolutionsOffice of the General ManagerCox 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.

While they did reach out to me, I wasted more time going on & on & on about my issues & the fact that they refuse to give me any reasonable credit. That was 30 minutes, then he called me 2 days after the techie came, that was another 20 minutes & I had to get him off the phone b/c I knew he wasn't going to do anything for me.I don't consider $2-3 for 6 1/2 hours of lost work plus 2-3 hours of lost work 3 days later plus all the times I spend on the phone with them, I have to call them using my cell which is lost cell minutes (I don't have unlimited & I lost 20 out of 100 minutes of my monthly plan on them plus they are the only ones I ever spend minutes on), plus last Thursday I lost another 2-3 hours work.While a techi did come over, I've had 6+ techies over here (that's what he told me, I have a feeling it's way more & he's lying) & none have fixed the problem & every time I have to call & complain & then make sure I'm here for the techie & then stop all work is countless hours of my life.While they used to give me credits, as of around March they refused to (he brought up $15 in April), wow, the problems have been worse in the last 2 months & nothing. And now making a joke out of it at $2-3/day for numerous hours I've lost.I complained to the guy who saw my Revdex.com report, he did nothing other than just try to pacify me.Another guy called me b/c in their survey I complained about techie who came over & how something their other techies did before wasn't tightened properly, so that's what he did to fix it. So I have been going thru TONS of stress & loss of income b/c of their incompetent staff.So no, I don't consider this resolved at all, plus until 2 weeks have gone by & I know for sure the Internet is fine, I doubt they fixed it.I will maintain they should have given me more than $3 for all the trouble I've gone through.Thanks for listening.

Regards,

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 sincerity is lacking in Mr. [redacted] response. He apologizes that WE felt the need to contact the Revdex.com for their help in obtaining the services from Cox that we continue to pay for although were not receiving. We tried several alternate routes of resolving this issue and had absolutely no help from any employee or manager alike. We were treated horribly, hung up on, passed off, and I was unable to complete work projects due to their lack of assistance. The technician did come out on Friday, only 5 days after our SCHEDULED date so that was much appreciated. He was very professional and knowledgable. What would make me content at this point is some sort of compensation of cable/internet for our time and my missing work. I think that is more than fair and a manager should have handled this over the phone after we submitted our complaint then. However, they chose to pass us to their subordinate and hang up on us. 

Regards,[redacted]

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.At this time I am not happy with the way this business has "resolved" this issue. I still have to follow the account for a couple months to make sure my mother in law is being charged correctly. I have spent so much time on this, and I feel they are taking advantage of the fact that she is older in years. All though I am watching out for her protection, it should not have to be SO complicated to pay for a local ordinary service.  This company stated they were a phone service and not in the business of comping me for my time that has incurred due to their service failure, but I disagree. Customer Service should be "service" not what I have seen from this company so far.  Their resolution is to send me a spreadsheet for me to go over to make sure the charges/credits are all accurate - which is going to take more of my time. This company still deserves a F- rating in my book. I do not feel comfortable accepting this resolution at this time, because as of yet, nothing has been resolved. Additionally I am still out 8 hours / or a full days pay / to try and clean up THIER mess. They are the ones who quoted me the rate of 9.95 per month, I didn't research and ask for it.

Regards,[redacted]

Just unfortunate that there isn't a zero stars. I've been a longstanding Cox customer for phone and internet. Mainly because for internet there just isn't any service quite as fast as theirs. I pretty much knew I was making a mistake when I cancelled my Direct TV to upgrade to a bundle with Cox. My issue in the past has been with the Frequent price increases. The issue prompting this review is customer service. I reluctantly decided to bundle with Cox. I went online and added Contpur TV and upgraded my internet. I accepted the price increase and booked a scheduled installation day on the following Monday which I took off from work to be available. I decided to call on Sunday to confirm time range of install and was informed my order had been auto cancelled. After about 20 minutes of them trying to figure out what went wrong they stated that they tried to call and confirm installation (on a order I just booked the day before). I had not one call from Cox on. My caller ID nor an email regarding confirmation or cancellation. Cox customer service was useless as always. Their offer was basically they would help me rebook for a later date. I'll just go back to Direct TV where they at least made an effort to help me out. Bottom line is as soon as their is a competitive internet service Adios Cox!!! Mark A[redacted]

My check was a post dated check not web payment. They are covering up for their rep. my account is over drawn still cause of this.

June 7, 2016-Revdex.com complaint # [redacted]
We were sorry to...

hear that the customer was disappointed after her recent interactions with our employees.  As a customer oriented company, it is never our intention to cause problems for our subscribers. Due to the concerns that the client brought to the attention of your office, a thorough review has been completed on her account.  Our records confirm that all of the installation fees were waived, as well as the telephone number change fee and late charge. The total credits applied to her account were $158.78. The current monthly rate is $80.97.  The customer’s billing is current.  We do not show support for further credits to be applied.
We hope this information has been helpful to your office.  For future questions on the billing, we advise the customer to contact our Care Center at ###-###-####.  Thank you for the opportunity to address the issues at hand. 
Catherine/Cox Communications Executive Offices/ Arizona

I am so frustrated with Cox. My internet bill has gone up 16% in the last year. They said it is for faster internet but in fact my internet is slower. I had to laugh because when I was just talking to their customer service they apologized for the slowness of the system. I said it was due to using Cox Internet. Everyone tells me you just need to call them and argue to get your bill reduced, I know people that are paying between 50 and 77 for the same service. This is no way to do business. They offered me 5.00 off - sorry not enough. It is like flying on an airplane, everyone has basically the same service but paid a different price. There has to be something else.

Revdex.com Rebuttal

– No. [redacted] – [redacted]

 

 

March 12,

2014

 

We were sorry to hear that the

consumer was unhappy with our response regarding her new rate that we have

provided to her.  Upon receipt of her

initial complaint, we extensively reviewed all of the notes and records that

were available to us.  All of the

information that was reported in our previous response is based on our written

documentation of her account. 

 

Allow me to apologize for my error

in quoting the date of expiration of her new campaign as March 2014.  To correct myself, the campaign is in effect

for 12 months and will expire in March 2015.

 

In response to her inquiry regarding

the monthly charge for her January 19 – February 18, 2014 statement for $70.27;

she was receiving her rate of $68.41 and she had an additional charge of a long

distance call in the amount of $1.86. 

This brought the total due to $70.27. 

 

We

regret that the consumer is not happy with our company’s response to her

request.  It is my hope that

the information I have outlined here will assist in resolving her

concerns.  If she should require

additional assistance, she may call our Customer Care Center at

[redacted].  Thank you.

 

[redacted], Executive Customer Resolutions

Specialist

Office of the General Manager

Cox 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.  For your reference, details of the offer I reviewed appear below.

Please read the updated and corrected on my attachment. Obviously, the representative from the Cox Communication Offices in Arizona didn't read my full complaint in detail and missed the fact that I received two letters from Cox Communications from their collections department. Along with phone calls for a period of time. Please review and correct situation the correct way. Thank You.

MAIN PART: From May 5, 2014 to current I had been receiving COLLECTION

calls from Cox Cable. I had received two letters from Cox Cable one dated May 16, 2014 and May 20, 2014

as well. I had contacted the billing department on May 24 and they advised me I

needed to speak with the collections department. The collections representative

I had spoken to on May 24, 2014 advised me that my account was still open and

had not been closed out.

Regards,

November 20, 2014Complaint ID # [redacted]We would like to thank the customer for taking the time to express his concerns via the Revdex.com.  We are sorry to learn that the customer had such difficulty in resolving this matter. We have reached out to the customer...

and have presented a resolution that the customer has indicated will satisfactorily address his concerns.  We once again thank our valued customer and the Revdex.com for the opportunity to respond.  Thank you, [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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I find it very suspicious that the work order to pick up equipment was cancelled? Who cancelled it?  Is it possible that COX is using the boxes that were assigned to myself? Why would COX provide services to a house, which has possession of COX owned (missing) equipment that should be returned? As explained before, once the house was foreclosed I lost the ability of access to the property. I was not going to trespass into the property to collect cox equipment. I responsibly set up communications with the current tenant  and cox communications to recover equipment and now you have informed me that the pickup for equipment recovery was cancelled. In fact, I visited the house after the house was foreclosed to recover equipment and [redacted] told me to leave. Why did COX deliberately not pick up the equipment? 

I appreciate [redacted]'s suggestion to communicate with former tenant to collect equipment. With all due respect Miss [redacted] I have already done my due diligence to communicate with former tenant back in 10-12-11 to ensure equipment was returned. This is the very reason of my outrage and complaint that I did my part and believed this was resolved and have learned that Cox maliciously has put a collection on my credit report when I am clearly not at fault. 

I recommend to Miss [redacted] to contact my former tenant that opened an account with cox to try to coordinate with him/her to recover equipment, remove collections from my credit report immediately, and stop charging me fees for no reason. I have no proof of ownership of the equipment, COX does and recovery through them is more practical.

Regards,

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 got told that there are known Contur issues that causes this problem got told by the tech [redacted] - will want out of contrac or a deep discount for the problems this serive has - that Cox knows about and not doing noting about Rebotting the box is not fixing nothng - DONT PUT OUT THE PRODUCT IF  DONT WORK Regards,[redacted]

[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,