Cox Communications, Inc.

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by billing issues.  We have attempted to directly contact the customer by telephone and email. The customer was given a contact number and email address for different ways to communicate with us. We...

have reviewed the account in regards to the pricing and additional charges. Once we have made contact with the customer, we can provide the updates and come to a successful resolution. 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 taking the time to file his concerns regarding his account and recent experience with our Customer Care Center. 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 see that this customer is already working with us via an escalation they sent to our Corporate Care Department. We are currently working with our customer and are confident that we will reach an amicable 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. Executive Escalations Cox Communications

Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service.  We sincerely regret any 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 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 his billing issue.  We sincerely regret the inconvenience that he has experienced with our...

company.Upon receipt of this complaint, we performed a complete review of our customer’s account.  As a result of this review the additional credit was given. 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.  If there is any way in which we can be of further service, we ask that he contact our Customer Care Center at ###-###-####.  Thank you.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Cox childish customer service 11/16/2015

Store 00224, 9897 West McDowell Road, Suite 700

Tolleson, Arizona 85353

Worst customer service representative 'Brittany'

Register and Till 007 Trans:1148

10/17/2015 10:22am

My wife and I decided to trim our budget because of cutbacks at our jobs. We both work for the City of Phoenix who are downsizing and doing extreme budget cuts. We decided to return our four Cox converter TV boxes and reduce the TV service to basic.

During the process a young lady by the name of Brittany mentioned that she was looking at our account to try to trim some more charges off the bill. She was doing this to try to pacify my wife and I because she mentioned our internet service.

I interrupted her and told her that there was nothing wrong with my internet service and to just leave it alone. I had five computers, a tablet and two smart phones networked and operating perfect. I also use internet streaming of music and movies. My two daughters' computers are used extensively for home work and the homework website uses animation and video clips to teach.

Brittany continued to sow her seed of wickedness by mentioning that my modem was not up to speed. I told her that it is working just fine and if need be I can replace it and that I was experienced in computer networking. I perceived that Brittany mentioned my internet because she could tell that I stream movies from the internet. Brittany was not happy with me and it was noticeable by her attitude.

My internet speed was well over 100kbps before I turned in the Cox TV boxes. After using Cox Speed

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. The payment in question was made through our automated telephone system which allows...

customers to input information associated with their Cox account to make a payment. No account verification is required. The card holder of said payment contacted Cox the day the payment was processed in our system. After receiving the required documentation, the payment was transferred to their account the following week. No charges were applied to either account for the payment transfer. On July 24th, 2015, we spoke with the customer to address their concerns. We advised the customer that their current balance, which includes several months of Cox services with lack of payment, is valid. As a courtesy to the customer, we offered and applied a one-time adjustment for their time, inconvenience and any negative impact to their family as a result of the payment. We advised the customer the new balance amount owed to restore their Cox services which they agreed to pay in full at their convenience. During that time it was to our understanding that the customer understood our position regarding their complaint and that no further compensation would be provided. As we have already advised the customer last July, there is no justification for Cox to remove the balance as the charges are valid. While we regret to hear that our customer feels their complaint is unresolved, we feel that the compensation we have already provided has been more than generous. Should the customer need any assistance with restoring their Cox services, we will be more than happy to assist. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [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] Case #[redacted]We are sorry to hear our customer was negatively impacted by not being fully informed on accurate available pricing for services in his area. We had recent direct contact with the customer. The customer has been given full details of the current promotional...

discounts, ending dates of the promotions, credits received, and current credit balance. The current discounts do allow the customer to have a discounted rate that is lower than the original bundle he accepted prior to the letter mentioned in the complaint. 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 taking the time to file their concerns regarding their account billing.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.Regarding the customer’s...

concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing.  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. Thank you. [redacted]Executive ResolutionsCox Communications

I wanted to touch base with you as this rebuttal is now the third time this customer has disputed our findings. I worked with her directly on 6/2 from a Corporate Care complaints, and again on 6/9 to readdress the concerns. Ms. [redacted] is asking for us to provide multiple years of credit for her cable services which she insists she never ordered. However, I spoke with her in great detail regarding her account on 6/2 and reinforced my findings on 6/9. For the security of our customer’s account I cannot go into direct account specifics, but her and I went over the date it was ordered, calls regarding the service, and a distinct lack of calls at any point over the disputed timeframe where the customer made an attempt to disconnect the service prior to this dispute. I made it clear that we absolutely understand her concerns, but the fact remains that every 30 days we provide her with a monthly billing statement outlining exactly what she is being billed for and we encourage our customers to review their bill each month and contact us if there is a billing concern. Ms. [redacted] did admit to me that while she looks at the total balance owed each month, she does not review her detailed monthly billing statement. This was also echoed in her original Revdex.com complaint as well. She also advised me, “I realize I do not have a leg to stand on” in this dispute but insists we credit her for multiple years of cable service which we have no account evidence to support her request. Despite the lack of evidence to support her request for credit, I had no issues offering to provide two months of credit for the cable service which she gladly accepted when I spoke with her on 6/2. Unfortunately, it appears she will continue to dispute this until she is provided with the years of credit she is requesting. At this time we feel we have been incredibly fair to our customer and feel that this rebuttal does not have grounds for a continued dispute. Any assistance with helping us move forward with this is appreciated.   Thanks. [redacted]Executive Resolution SpecialistSWR Executive Escalations

We appreciate our customer taking the time to voice her concerns regarding her Cox account. As a customer service oriented company we understand how important the concerns of our customers are and we appreciate the opportunity to address these issues. We have been working with Ms....

[redacted] regarding this claim, and these concerns have been investigated thoroughly by both our Legal Department and our Damage Claims Department. While we understand our customer’s frustration, we have communicated to Ms. [redacted] that based on this extensive research, Cox does not accept liability for the alleged damages.We mailed her letters regarding our findings on 4/10/15, 6/26/15, and 7/14/15. If our customer has any further information that will support this damage claim, it should be submitted to Cox at the address below:Cox Communications[redacted]

[redacted] Respectfully,Executive EscalationsCox Communication

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,

Revdex.com Complaint – [redacted] – Ms. [redacted]

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July 16, 2014

We would like to thank the consumer for taking the time to file their concerns regarding the monthly rate on their Cox account.  Please let me begin with an apology for any misinformation that was provided.  We take great pride on building a dependable and outstanding relationship with our customers and we train our employees to uphold this position while working to resolve problems.  I hope this incident will not weaken that valued relationship that we would like to provide, and most importantly, what they should expect from our company.

The call with the Customer Care agent was reviewed and I contacted the customer and confirmed that we were unable to provide two different sales campaigns on the account at the same time.  It was understood that the agent had submitted a repair ticket to add the two campaigns; however, a follow up call was not completed to notify the customer that the campaigns he had requested were unable to be added to their account at the same time. 

We worked together and found a similar discount campaign that reduced their monthly rate close to the amount that had been quoted originally.  The customer was satisfied with the new offering and a credit was placed on the account to credit the difference between the new discount and what they had been billed thus far.  A new work order is being placed on the account to discount the rate for six months as was promised initially.

We appreciate the opportunity to resolve our customer’s dispute and regain his confidence in our organization.  Their business is very important to Cox and I am certain we can and will do what is necessary to ensure that they have the reliable service that makes Cox a trusted household name throughout Arizona. For future assistance with any other issues that may arise, they may call our Customer Care Center at [redacted]. Thank you.

Executive Resolutions Specialist

Office of the General Manager

I cancelled my TV subscription with Cox almost 2 months ago (Loyal 3 year subscriber), and still have internet through them. I was told that they were going to charge me $20 for someone to come and get their equipment. Well it's definitely not fair, but I would say well worth it for me not to leave the house. Well a little over a month later, no one came by to pick up the equipment, and I keep waiting for my wife's paycheck to show up in our account because while I'm not in school, I'm not getting paid (GI Bill). I finally look at the account in more detail to find that Cox charged me $1133.04 after I cancelled my TV the day after my wife got paid. Naturally I gathered all their priceless equipment and threw it in the car to return it to the store. The people at the store seemed very helpful and said they were going to put in a "rush" ticket to return the money for those boxes. We were told 2-3 days max to get our money back, well here it is the fourth day, and I'm writing the warning about their ability to automatically withdraw almost ten times what they are supposed to be charging. Not to mention, they charge monthly for the boxes anyways. So not only are these boxes in excess of $300 a piece, they charge you for them every month which is why you pay $90 a month for basic cable nowadays. I contacted Cox support today and they told me that yesterday they put in the return ticket instead of early Friday when I returned the boxes. The support person I was speaking with also told me he would put in a "rush" for this issue, so naturally I say "Prove it, the last people I spoke with said the same thing, and here it is 4 days later and I just find out that yesterday the request was put in." Of course he tells me there is no way for me to see they rush order and basically told me that he was just there to listen to problems instead of actually solving any issues. Century Link here I come... Well, that is as soon as I get the money they stole from me.

We would like to thank the customer for taking the time to file his concerns regarding his billing.  Please let me begin with an apology for any...

inconvenience he experienced.  We certainly do not want to cause him any frustrations.

I called the customer today to help assist him with the equipment rental fee; however, the customer had already contacted us and had the fee removed and backdated. I verified with the customer the changes that were made on the account to correct the issue. The customer said he was satisfied with the solution that was provided.

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

Executive Resolutions

Cox Communications

[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 consider the complaint resolved as they have met their commitment. I thank everyone involved with this resolution.

Regards,

February 25, 2016
Revdex.com complaint [redacted]/ Thomas Cox #...

[redacted]  
We were sorry to hear of the billing confusion that the customers experienced when transferring service into their name. 
Due to the concerns that the customer brought to the attention of your office, we contacted the client directly to discuss.
As always, we appreciate the opportunity that the Revdex.com has given us to address a valuable customer’s concerns.  Thank you.
Catherine/Cox Communications Executive Offices Arizona

I have been with Cox for over two years and faithfully paid may bill on time, just like I do with ALL my bills. I put up with two other issues withCox before this last one that has got me fuming. First issue, at start of service, they charged me twice for the cable TV service and it took three months to get them to take the charge off. The next issue was when I disconnected the phone and got charged for a router. I had no idea there was a charge for it. So I took the router to Cox, bought my own but, then it took two months of duking it out with them to get that charge taken off. Crazy!!
The last and hopefully final issue is downsizing my TV service on 2/13/14 to the tier just below Essential, getting verbal confirmation it was done and then while waiting for the new amount I needed to pay from the CSR, the phone went dead. I decided not to call back because the change was already confirmed and I would not be able to get a hold of the same person. I sent a payment of about what I though the bill would be.
I waited for my service to downsize, less than a week, when a past due bill arrives from Cox so I called immediately. Gee, the CSR could not find where I had called and downsized and proceeded to talk me into keeping the service I have at a discounted rate. Come to find out I need a tech to come out and a box for the lower tier services I had downsized to, why was I not told that before or even when the order was confirmed. So stupid of me got talked into staying with Essential at a discounted rate, it bothered me for days that I did that. The CSR told me I owed 26.34 past due now that my downsized order got flubbed up by Cox and I got talked into staying put with a discount rate but, I could pay the 26.34 now or pay when my bill is due. Not a word that Cox would be so up set over their 26.34 mistake and proceed to harasses me with phone calls on a daily bases and even a threatening letter to shut off service. And I did call you several times from the harassment!!
Now come on, you screw up my downsizing, talk me in to staying put, tell me I do not need to pay the past due until my bill is due but then proceed to harasses me. Want to know what an insult that is to someone who take pride in paying their bill to have that happen. I decided to have the TV shut off at the end of my billing cycle, the service that caused this problem. I am not a valued customer!!
I want Cox to understand that your mistakes caused you to loose a good customer. Cox may not have made a lot of money off of me because I stay with my budget so I am able to pay ALL my bills and I paid my bill like clock work with you. But you do not see the value in that. You need to understand that not everyone is a dead beat, some people take pride in pay their bills and when they get harassed from the company’s mistakes, it makes for one pissed person. You burned this bridge, Internet services is next. I busy right now getting an antenna hooked up and choosing a [redacted] so do not have time to search for a new internet provider yet.
I want an apology for all the issues that happened while I had service with you. And no surprise charges for having the TV service turned off or Internet when that happens. I have called about that and there are no charges but I just do not trust you to make more mistakes and slap me with disconnect charges.

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.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