Cox Communications, Inc.

[redacted] 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.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 [redacted] has given to us to assist our customer.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the consumer for taking the time to file her concerns regarding the problems she was having receiving her emails on her cell phone via Cox webmail. ...

Please let me begin with an apology for any frustration she experienced while trying to troubleshoot these problems. We always want to provide our customers with the technical support necessary to resolve their issues.

Upon receipt of this complaint, I researched the account and confirmed that the she had called in and worked with one of our Tier II Technicians, [redacted], on January 29 and the problem had been resolved.  I requested a full report from [redacted] regarding the resolution and he provided me with the following:

·         Worked with customer on Wednesday, 1/29, customer stated that she could not send or receive emails in her Cox webmail or her [redacted] devices.

·         Logged into Cox Webmail and found the user installed a message filter that blocked all incoming emails.  Filter was discarding anything going to the cox.net email address.

·         Once we removed that filter, we tested receipts and she was able to receive emails.

In summary, [redacted] discovered that the customer had inadvertently installed a message filter that was preventing incoming emails to be sent to her cox.net address.  Once the filter was removed, the customer and [redacted] worked together and tested email receipts and she was able to receive her emails once again.

We regret that our customer experienced this problem it can be very frustrating when something like this occurs and the consumer is unaware of why this is happening causing them to feel that the service is not working properly.  We are happy that our agent was able to detect the filter that the customer had installed and restored the delivery of her email.   We want to thank our customer for her continued patronage and loyalty; she has been a Cox customer for over ten years. For future assistance, she may call our Customer Care Center at ###-###-####.  Our Technical Support Department is available for our customers, 24 hours a day, seven days a week. 

Sincerely,

Executive Resolutions Specialist

Office of the General Manager

We are sorry to hear our business customer is experiencing difficulty with their account. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to ensure the issues are addressed. We are confident our Cox Business Services Department will...

be able to reach an amicable resolution with our customer. Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

January 14, 2015—Revdex.com rebuttal # [redacted]

We are sorry that the customer does not accept the

information that we provided in our first response to the Revdex.com. 

We currently do not have any new information to share with

the client.  Once we have confirmation

from our Accounting and Collections Department that her request has been

addressed, we will contact the subscriber directly.

We appreciate your patience as we wait to hear the update on

the account.  Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

September 22, 2015 Revdex.com complaint # [redacted]   [redacted] We were sorry to hear that the customer did not receive his [redacted] gift card.  When we spoke to the customer on August 31, 2015, we advised him that our vendor confirmed that he should receive the card...

within the next 10 days.  We also advised the subscriber that he should let us know if he did not receive the gift card within the 10 day time frame.  The client did not get back to us or let us know that he didn’t receive the card.   Now that we are aware that the customer has not received the gift card, we contacted our Marketing Team for assistance and requested the [redacted] card be expedited to the client as soon as possible.  We will contact the subscriber to let him know the date he will receive the card. We hope this information has been helpful to the Revdex.com.  We realize the frustration that the customer has experienced over this matter.   We would like to point out that the [redacted] gift card promotion has been utilized off and on for several years with our company, and hundreds of people have qualified for and received the card in the mail without incident.  We apologize that this particular customer did not experience a smooth and seamless promotion.   As always, we appreciate the opportunity to assist. [redacted]/Office of the General Manager/Cox Communications Executive Offices/ 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.This is not a satisfactory response. I was unable to respond to COX in regard to them wanting to send a tech out to fix the equipment as I was very ill with the flu. I did get her message that she wants to send a tech out here but the faulty equipment was returned a long time ago as it didn't work. There is nothing for them to come out and fix. When the rep first wanted to send a rep out to try to fix the problem it wasn't even an option as this is supposed to be home security to protect your home. I had it for a short time and realized that it wasn't working. The motion detector was not working from day one. Verified by the COX HOME Life rep. Feb. 26th. The cameras also were only working intermittently. And only with much jiggling and fidgeting with them would they work at all. NO I DO NOT WANT NOR ACCEPT a bogus home security system. It never worked. I can't feel secure if they install faulty equipment and someone has to keep coming out to my house causing me to lose money from not working and try to get their inadequate equipment working. There is nothing safe nor secure about it. Also did we forget about the technician that I caught snooping through my tax return information and other sensitive documents on my dining room table when I walked in on him and had to ask him to divert his eyes and stop snooping through my stuff. WOW I really feel violated and very vulnerable now that he has that information and the equipment is trying to be strong armed on me. SHAME on COX!. I guess I will also have to take this to three on your side and file with the attorney general and also a business claim against them. There is no contract!

Regards,

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,

I recently moved and discontinued my service. After paying my final bill, I continued to received automated calls telling my there was a balance owed on the account. My online account said the balance was $0. the calls continued multiple times per day several times per week for two months. I spoke with Cox representatives over 10 times in a month's time frame. Every time I spoke with them, they couldn't figure out why I was getting the phone calls, said I did not have a balance owed and assured me it was taken care of and my account was in good standing. These calls took a significant amount time each, I estimate I have spent over 20 hours on the phone with Cox representatives. I recently got a notice that I have been sent to a third-party collections agency by Cox Communications for a $62.19 bill, which I was ASSURED multiple times was not going to happen. I sent in screen shots of my account, screen shots of the numerous phone calls received and time spent on the phone with Cox representatives. The phone calls were so voluminous it was to the point of harassment. this matter is still ongoing and I am outraged that they cannot adequately handle my account - because I'm no longer a customer - after 12 years of service, I find this horrible treatment absolutely unacceptable.

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 would like to take the time to  apologize for the inconvenience that our customers experienced in their attempts to resolve the billing discrepancies on their account.Upon receipt of this complaint, the account was researched thoroughly. We contacted our customer today and discussed these concerns in detail. We believe that once the documents that the customer received from our vendor are reviewed that we will come to a successful solution. Any credits that are deemed to be justified will be applied to the account at the conclusion of our research.We want our customers to know that we value them and appreciate their business. We know that this apology does not make up for the difficulties that they went through, but we do apologize again for the negative experience that they encountered in attempting to resolve this matter. Our Customer Care Center can be reached [redacted]. Thank you.[redacted]Executive Resolutions Office of the General ManagerCox Communications/Arizona

I have indeed received 2 phone calls from Cox, the first they left a voice message to return the call but only left one digit of the phone number, not overly useful. I attempted to call back on the number that they used to call but got nothing more than a generic Cox welcome and and placed on hold (yet again). The second call back left a full number which I promptly used, turned out to be an automated answering machine to take a message for yet another call back, it was not a direct number to a human being. This is more example of the frustrating customer service, even when trying to resolve the issue, customers are subjected to lengthy holds or answering machines.  
I am an attorney that values his time, the amount of time attempting to resolve the issue is inordinately frustrating, an hour+ on a chat line on Cox's support page the night the complaint was filed, 48+ minutes on the weekend, through 2 holds, 2 different support personnel, to finally get information (that conflicted the information received on their chat support) to finally resolve the loss of service, and now the run-around on a supposed Revdex.com resolution.
In the end, they still do not accurately portray system outages, still do not warn customers when a KNOWN outage is going to occur, and still subject customers to ad nauseum holds when phone support is attempted.
No, there is no resolution as of yet, my complaint stands and is bolstered by continued inept customer relations.

May 5, 2014

Revdex.com Complaint – Case No. [redacted] – [redacted] - REBUTTAL

As a follow-up to our customer’s recent rebuttal to our response to her complaint, we have forwarded her concerns to our field leadership team.  They will be making direct contact with our customer to schedule a convenient time to visit her home.  At that time they will make a complete assessment of the issues to determine why she has not been able to access the programming on [redacted]. 

We apologize that we have not yet been able to resolve our customer’s concerns and believe that possible there is an equipment issue that is not allowing her to view the programming that she is seeking.  Thank you.      

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

I have been a customer with Cox for over 10 years, and my experience with them has been a roller coaster ride. Just when I feel like my issues have been addressed and rectified, I find that the original problem reoccurs hence it never really gets resolved. The customer service associates have left me on extremely long hold times, have performed tasks that have created further technical issues, and have had horrible communication within their own organization. I find it incredibly frustrating that every month I have an issue that is difficult to get addressed. Because of this, and when my service expires, I will not return to Cox. I feel as though this company has not only caused technical interruption, but personal interruption as well. I have yet to see 3 consecutive months of really good service int he past ten years of being a customer. I am very dissatisfied and disappointed. Therefore, I will not be a returning customer in the future.

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 would like to take the time to apologize for the inconvenience that our customer experienced in their attempts to resolve the Internet speed concerns.  Upon receipt of this complaint, the account was researched thoroughly.  Our customer stated that he is concerned that we are requesting him to upgrade his modem to a DOCSIS 3.0 for no reason. We recently upgraded our speeds for our customers who use the Preferred level of Internet and above. To receive the optimum value of this increase in speed, it is necessary for our customer to upgraded to a DOCSIS 3 modem.  Our customer’s modem is 4 years old and the model that he has is not sufficient for the higher speeds. We have asked a member of our Customer Advocate Team to reach out to our customer to explain this in more details.  Our customer’s complaint states that he feels we are “interfering” with the service.  In fact, we are enhancing our products to provide our customers with a higher value. We want our customer to know that we value him and appreciate his business.  We hope that the information presented helps clarify any concerns regarding his Internet service.   If our customer should have any additional concerns regarding his service, he can contact our Customer Care Team at ###-###-####Call: ###-###-####.  Thank you.   [redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

Multiple calls to reinstate phone service after mine was discontinued in error. Inconvenience and condescending attitude of "supervisors" after multiple telephone transfers quite irritating. Information sharing between various personel at Cox was minimal; had to start over with each new person.

Poor internet service quality with frequent loss of signal, poor signal unchanged after many months of questions / calls.

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,

C[redacted] T[redacted]

We apologize that our customer felt the necessity to file a complaint with the [redacted].We contacted our customer.  His account is now closed and service was set up in his roommate’s name. We apologize for any inconvenience our customer has experienced with regard to this...

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

June 13, 2016—Revdex.com complaint # [redacted]
 
We were sorry to hear that the customer was not satisfied with our first response to your office. 
 
As we previously stated, because the monies collected was to pay a write-off amount owed on a former account, we do not have support to issue a refund.  We are unable to send a client a refund if there is not a credit balance on the account, or if the money is not owed to the subscriber.  The customer may choose to dispute the payment made through her financial institution.
 
We hope this information is sufficient for closure of this complaint.  Thank you.
 
Catherine/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file her concerns regarding the unreturned equipment charge on our customer’s...

account.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.
Upon review of the account, we do see the balance of $122.00 was an unreturned equipment for a telephone modem ([redacted] Model [redacted] Serial number [redacted]) that belonged to Cox Communications. Although review of the account did not indicate that the modem in question had been returned to our inventory, as a one-time courtesy we have removed this equipment from the account.
With this equipment now removed, the unreturned equipment charge of $122.00 will be removed from the account within 1-3 days, leaving the account with a zero balance and preventing any collections efforts or negative credit reporting. With this in mind, we do believe 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

We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service.  Please let me begin with an apology for any inconvenience he experienced.  We...

certainly do not want to cause him any frustrations.Upon receipt of this complaint, we do see that our customer opted to have their Cox High Speed Internet service upgrade from our Preferred Package (up to 50 Mbps download/5 Mbps upload) to our Premier Package (up to 150 Mbps download/10 Mbps upload) on May 27, 2016. While we certainly apologize for any frustration, we must be transparent in stating that in order to receive the speeds offered by our Premier Internet service an 8 x 4 channel DOCSIS 3.0 modem will be required. Regretfully, while the modem our customer is currently using is compatible with their previous Preferred Internet service, is not suited to support the increased speeds offered by the Premier Internet service. Due to our customer’s tenure with us, we have applied a $25.00 goodwill adjustment to the account. We will also ensure their feedback for the agent they spoke to is addressed. Should our customer wish to continue using the Premier Internet service we do suggest upgrading to an 8 x 4 channel DOCSIS 3.0 modem which can be purchased or rented from Cox Communications or purchased from any electronics retailer. Otherwise, our customer may also consider reverting back to their previous level of Cox High Speed Internet should they wish to continue using their existing modem. 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. George Executive Resolutions Cox Communications

May 6, 2016—Revdex.com rebuttal [redacted]—A[redacted] A[redacted]
We are sorry to hear that the customer is still confused on his billing and credits.  As we stated in our first response to your office, the customer has been credited in full for both service calls, as well as the install fee.  Review of the billing records indicates that the customer received an additional $45.00 in service credits, as well as the credits applied for the service calls and installation charge.  Our records do not support further credits to the account. We highly suggest the customer check his account on line to verify his balance.  The client can review his account via our website at www.cox.com. 
In order to communicate with our agents in a manner that is most comfortable for the customer, we suggest he utilize our Live Chat.  Our Technical and Billing Support agents are available 24 hours a day, and seven days a week.    By allowing us to answer his questions directly, our agents can address his concerns quickly and efficiently.  For the convenience of the customer, this link can be pasted into his web browser for fast, direct service from us;  [redacted]
We hope this information has been helpful to closure of this complaint.  Thank you.
Catherine/Cox Communications Executive Offices/ Arizona