Cox Communications, Inc.

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.I have received a call from Cox saying they will credit my account.  When I receive the credit I will consider this complaint resolved. 

Regards,[redacted]

February 25, 2014

11pt;">

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 would like to take the time to apologize for the inconvenience that our customer experienced in his attempts to resolve his concerns regarding the changes to his credit card information. 

Upon receipt of this complaint, the account was researched thoroughly.  We contacted our customer to explain why it was necessary to make a manual payment after the credit card number was changed.    It is due to an application issue with our billing system.  As a courtesy to our customer, I advised that I would make the payment on his behalf for this month’s statement.  We will also review the account after the new statement issues to insure that the EasyPay process is in place. 

We advised the leader of the representative that he spoke with the poor customer experience that was encountered and requested that the appropriate coaching take place.

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 ###-###-####. Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

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 attempts to cancel a work order.  We sincerely regret the inconvenience that he experienced with our...

company.Upon receipt of this complaint, we contacted our customer to apologize arrangement to pick up the equipment was not made when he contacted us to disconnect service. He explained he left the equipment in the residence and provided contact information for the landlord. We contacted the landlord and have made arrangements to pick up the equipment.  Once we receive the equipment the charges will reverse.We want our customer to know that we are deeply committed to being his most trusted provider of communication 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 / [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,

August 4, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding the billing on her account.  Please let me begin with an apology for any inconvenience she experienced....

 We certainly do not want to cause her any frustrations. On March 1, 2011 the customer had a two year price lock contract placed on her account and would expire on February 28, 2013.  On February 18, 2013 the customer called and spoke to an agent in Retention.  They discussed the options the customer had for disconnecting service and that the customer would call back.   The customer called again on February 20, 2013and told the agent that she wasn’t receiving the rate she was promised, however, the customer was inquiring why the bill was so high.  The customer would often fall behind in payments and would receive a bill with a past due amount.   The customer did call to lower the monthly rate for internet service and it’s possible that at that time there were no special promotions the customer could have been offered. The customer’s service was disconnected for non-payment of their bill on March 6, 2013.  The customer has an unpaid balance of $234.53 that is due and payable to the company. 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. [redacted]  Sr. Customer Relations SpecialistExecutive Resolutions/Office of the General Manager

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 Business failed to indiecate I called them and spoke with the loyalty department a few times to try to resolve this. I didn't Immediately to the Revdex.com. I want my bill back down to $150 a month as I was guaranteed. Thank you.

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,

[redacted]l

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 to inform you that I'm opening this case again as Cox has reneged on their verbal agreement to keep my contract for a year at $150.00 a month. I've been being charged anywhere from $179.00.I do not accept their agreement until I get this in writing and am proven they have not reneged by this action including setting my billing straight. I refuse to fight with billing every month about this. Thank you for your prompt response in this matter. 

Regards,

Recently I was charged a late fee because one of my bills was past due. In fact, I made a call to their customer service as soon as I received that bill to make the payment. The representative, named [redacted] (by the pronunciation) at Main call center, told me that she could transfer the credits I carry with my other account to this one to pay for the bill and at the end she told me she did it already. Then after a few weeks, I was notified that the payment never gone through and I have to pay for the late fee. I made another call and this representative told me that one can never transfer credits between two accounts. She also told me she cannot take off this late fee charge because the call notes don't have anything that match my description.

In short, my experience with Cox was that their representative told me she solved my problem (by a way that's not allowed by their rule), then they charge me the late fee because my problem was never actually solved, and they refused to take off the charge because that representative never took notes about it.

I think they should mandate all representatives to take honest notes about customer calls. I'm not sure whether they record calls, but I'm thinking about recording calls from my side now.

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.

Regards,

November 7, 2016—Revdex.com complaint # [redacted]
We were...

sorry to hear of the difficulty that the customer experienced with her rates for service.  Due to the concerns that the customer brought to the attention of your office, we contacted her directly to discuss and resolve her matters.  The client told us that Aaron in our Retail Store took care of all of her concerns, set her up with the right services, and corrected her billing.  The subscriber was very happy to work with our store agent.  We did contact the customer directly and ensure that she has our contact information for any further questions related directly to this matter. 
As always, we thank the Revdex.com for bringing this opportunity to our attention.
Catherine/ Cox Communications Executive Offices/ Arizona

June 22, 2016—Revdex.com complaint [redacted]---# [redacted]
We were...

distressed to hear of the situation that occurred to the customer.  Due to the concerns that were brought to the attention of your office, a thorough review has been completed on the account. Our investigation confirmed that the customer was charged in error on her account for a piece of equipment that she purchased.  Due to this error, we have removed the charge from the account, and requested the Collection Agency send her a “turned in error” letter.  This letter will be sent to the customer’s billing address on file.  We have also contacted the client directly to advise her that the error was found.
We sincerely thank the Revdex.com for bringing this to our attention; and we were very glad to assist!
Catherine/ Cox Communications Executive Offices/ Arizona

I have been a Cox customer for some time now. I moved from one location ([redacted]) to another location ([redacted]). Cox was aware of this move sine they had to come to the new location to turn on the services. This all took place November 2014. Since November 2014 Cox has been double billing me for service. Calling telling me that they will shut my service off even though I have paid my bill. Finally I though I got this resolved. Today I got another call from them stating they will shut my service off again since I have not paid. I log in on line and it would tell me my bill is $0.00 and my next bill on March 15th will be $0.00. So I figured it was the credit they said they would be applying to my account. Come to find out that this is the old account that should have been canceled. Cox never did their job and moved me from the canceled account to the account that is active. They left me the log in access for the old account so I was never able to see the new account. So this again lead to a terrible experience. I can not wait to go to everyone I know and anyone I see and tell them about how terrible Cox is. How terrible Cox handles cancelling account. How terrible their billing system is and their billing department is. I can not wait to let everyone know that Cox lives up to their name. I can not wait to actually canceled them out come November this year. That truly will be the best day of my life. Even if the location I live in only provides Cox for internet. I will go with out internet. This will be my goal for 2015 is to spread the word on how terrible Cox is and make sure I can stop anyone from going to their terrible company.

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,

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 [redacted] regarding her attempts to remove the early termination fees that were charged as a result of cancelling her services and...

ultimately canceling her contract.  We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account.   We found that the agent who disconnected the services for our customer also, as a courtesy, credit the charges.  We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

We would like to thank the customer for taking the time to file his concerns regarding the fee he was recently billed for a technician...

visit to his home.  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 were able to confirm that our customer was billed a fee of $39.99 plus tax for a technician visit that was completed on 4/04/16. However, due to our customer’s tremendous payment history and extended tenure with our company we have removed the disputed charge from the account as a courtesy. This adjustment will appear on our customer’s next monthly billing statement. We genuinely apologize for any frustration this fee may have caused and we truly hope this adjustment resolves the matter at hand for our customer.
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]  [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,

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. ...

Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and are working to 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. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding her account billing.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause them any frustrations.

 Upon receipt...

of this complaint we were able to make contact with our customer on 12/8/15 to address their concerns. During our conversation we were able to confirm that our Customer Care Center had already applied the necessary credits to the account to correct our customer’s billing. We also worked with our Refunds Department to ensure the credited amount was returned to our customer in the form of a mailed check. 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.

GeorgeExecutive ResolutionsCox Communications

July 5, 2016—Revdex.com Complaint #

font-size: 10pt;">[redacted]
 
We were sorry to hear that the customer is unhappy with our company.  Due to the concerns that were brought to the attention of the Revdex.com, a thorough review has been completed on the account.
 
The customer states that she has experienced constant service issues with her cable and data.  The customer also said in her complaint to your office that she did not want to schedule a service call with our company, due to the possibility of a fee.
 
Our records confirm that the last service call on record for the client was in July of 2015.  Notations on the account also confirms that our Technical Support Team did advise the client the possibility of a service call fee, as our agents are required. While our goal is to solve all technical problems over the phone, some issues can only be resolved at the home with a service technician. All of our subscribers have the option of signing up for our CSPP (Customer Service Protection plan) which guarantees that NO service charges will be incurred by the client. Because of the problems that the customer is having, we do suggest that the subscriber contact our Customer Service Team at [redacted] and schedule a service call.  We would like the opportunity to solve and resolve the issues that the customer has brought to the attention of your office.
 
We hope this information has been helpful!
 
Catherine/Cox Communications Executive Offices/ Arizona