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.

Regards,

August 26, 2014     Revdex.com – Complaint ID [redacted] – [redacted]   We would like to thank our customer for bringing his billing and account access concerns to our attention.  The complaint that was filed...

with the Revdex.com was directed to my attention for research and resolution.  We are sorry to hear that our customer felt that he had no other recourse than to contact the Revdex.com to get these concerns resolved.  We would like to apologize for any misinformation or challenges that she faced while trying to resolve this issue.  It is always our goal to assist our customers to the best of our ability and provide excellent customer service.    Upon receipt of this complaint, our customer’s account was researched thoroughly.  One of the members of our Customer Advocate Team reached out to our customer and worked through the account access issues.    In addition, our customer questioned that his monthly bill had increased.  Our representative was able to secure another discount campaign for an additional six months.  She credited his account for the additional charges that he had been billed.    We want our customer to know that we appreciate his patronage and hope to have a long relationship.  We regret the difficulties he experienced and hope that we are able to regain his confidence in our organization.  If he has any additional concerns, she can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted].        Sincerely,   [redacted] Executive Resolutions/Office of the General Manager Cox Communications/[redacted]

May 5, [redacted]

Cox Communications

Atlanta, GA [redacted]

Patrick ** E[redacted] – President

Re: Inaccurate Billing / Non-Customer Service / Unprofessional

To Whom It May Concern:

Here we go again with this company!

This notice and compliant is in reference to the aforementioned subject matter. Here is the latest adventures at “cox communications”, On April 22, [redacted], I called the automated system at “cox communications” to pay my bill, which displayed $107.81. I paid that amount and concluded my call. On May, 1, [redacted], while watching a basketball game on one of the cable channels, the cable clicked off and the message displayed, “Sorry, subscription is required to enjoy this program. Please call cox customer service at 866-961-0652 to subscribe”! I then called into discuss this issue with the technical support department only to confirm that I not only had a $0 balance due on file with them but a $50 credit for over payment! The representative informed me that they have been experiencing this type of problem all month and that, “top leadership in the company are aware of it.” After the representative reset my system from their office by sending a signal to my cable box, the cable was back working again and simple apology! On May 3, [redacted], the same issue occurred again, while watching a program, the cable clicked off again, which I went through the same process by calling the technical support department. Again, the automated system confirmed I had a $0 balance due and further that I had a $50 credit on file. The next representative reset the cable box from the office and sent a signal to the cable box in my house to get the cable turned back on. The representative also advised, like to previous representative said, that “top level management is aware of the issue”. The representative also offered to give a $16 credit because of the non-service I had not been receiving because of the issues with the cable. This would mean I had a $66 credit total ($50 + $16)!

On May 4, [redacted], I attempted to log onto the internet only to find that my internet was not working and was, in fact turned off by cox communication! So, I called to speak with a representative in the internet department [Theron, ID# [redacted]], who was THE ABSOLUTE WORSE INDIVIDUAL OF CUSTOMER SERVICE THAT I HAVE EVERENCOUNTERED IN MY LIFE]!

This representative for cox communications informed me (gladly) that the internet was turned off due to a past due balance of $121.83 that was not paid! He also informed me that I had not paid the $107.81 on April 22, [redacted]. This representative of cox communications had no empathy for me as a customer and he could carless about my internet being off! I then asked for a Supervisor, which he was GLAD to transfer me to! I had to call back that week to pay the speak with a Supervisor in the Billing Department who informed me that they did not show the payment in the amount of $107.81 that I paid on April 22, [redacted], via the automated system and that I had to show them that I paid. Additionally, I was told that I had to not only pay the $121.83 that was showing past due but an additional $20 reactivation fee. Needless to say, I had to pay the amounts because I need use of the internet! On May 4, [redacted], I forward a copy of my bank statement confirming that I did, in fact have a payment processed in the amount of $107.81 on April 22, [redacted] by cox communication (see attached)!

I, then received a response back from cox communications confirming receipt of the supporting documents and that my dispute was resolved, however when I called cox communications automated system, it displayed that my $66 credit was no longer available and that I now had a balance due amount of $57! Now this is too much for me and I have got to let the world know the inaccurate and nonprofessional/ noncustomer service I am encountering with cox communications!

Also attached is a copy of another compliant I sent to cox communications about other issues! Now, if you have experienced similar issues or others with this company, please make your voice be heard via your family, friends, social media, Revdex.com and your local newspaper, as I have done!

We have been customers with Cox Communications since September 2014 after discussing an agreement for $75.48 per month until the over charges for services and additional unauthorized billing started. Cox Communications is WELL KNOWN for FALSE, UNETHICAL and SHADY business practice, not-to- mention the lack of notification about price increases! I am a professor at one of the colleges here in Arizona and I will make the faculty and students aware of my experience with Cox Communications if I am not able to get this matter resolved.

Regarding account#, Our Cox Communications bill was and had been $75.48 per month for the last year and was agreed by us. We were not informed at the time the account was set not did we receive any notification from Cox Communications about the additional charges or that our plan had ended. After calling Cox Communications and speaking with a “so called” Supervisor – Kanesha (ID#[redacted]), I learned that this was not a mistake but was Cox Communications’ way of revealing their FALSE, UNETHICAL and SHADY billing practices. This Supervisor also REFUSED provide me with the employees name and ID# I spoke with before her although she was the direct supervisor of the employee! This is still another way Cox Communications is not very transparent in their business practices. Customer Service is not one of Cox Communications strong suits! Additionally, one of the employee I spoke with even admitted that this was a common complaint and that, "YOU DEFINITELY SHOULD HAVE BEEN NOTIFIED PRIOR TO THE RATE INCREASE". My bill went from $75.48 to $80.74 to $95.00 to$98.00 to $109, which was based on discount ending (we were never informed or made aware). Although I explained and advised Cox Communications that we were NEVER made aware of the discount ending or about the price increase, Cox continued with FALSE, UNETHICAL and SHADY billing business practice.

I REFUSE to pay this amount, as it was NEVER authorized by ME...the customer! Threatening us with terminating our services is the last straw! This is the bottom line, I NEVER agreed to or ordered COX services at the ridiculous rate that Cox Communications is trying to charge me for. FALSE, UNETHICAL and SHADY BUSINESS PRACTICES HAVE NO PLACE IN today’s customer service consumer environment. I plan to take my business to [redacted] or [redacted] by November 2015 if I can’t get resolution as they will appreciate me as a customer. My desired settlement is to be given the rate of $75.48 for 1 year with no increases during that time frame and to have the current charges removed as well. Also, an apology would be GREAT!

Sincerely,

Melvin P[redacted]

Concerned Consumer

Cc: Revdex.com

I signed a 5 year contract with Cox Business for my company in 2014 for digital telephones (IP Centrex) and internet. By the end, I was paying over $700 per month for internet and six phones. The internet service was reliable, however the IP Centrex phone system was very unreliable. I was guaranteed 99.99% up time on the phone system, but that promise was not delivered or backed up. Over the course of the last two years, our phone system has gone offline over 20 times for ranging lengths of time. On three occasions, the phone system was down for longer than a 24 hour period. On one occasion, the phone system was down for three days. Given that I am in the type of business that charges by the hour, loss of time on the phone means thousands of dollars lost for the business. Cox was never willing to credit my account for the loss of service, even though their promise of 99.99% up time was breached. A problem with Cox is that you will deal with many different people if you have service requests or issues. You will never have a dedicated representative to assist you over the course of your contract or service. One service representative told me I could add phones and lines and remove them at my discretion. But, then once I added phones and lines, I was told by another representative that once I added phones and lines, I was locked into them (and the increased price) until the contract was over. Unfortunately for me I had acquired three phones and lines for a tenant that came and went, and then Cox forced me to pay for three phones that were not used for six months (roughly $200 per month). Overall, I had a very poor experience with Cox at my office. Looking back, I wish I never entered into a contract with them for phone services. I would have only taken their internet on a month-to-month basis with no contracts and sought phone services elsewhere. Now, I am with a VOIP phone service that provides phone service for everyone in my office and all the same options that Cox offered, but for only $49.99 per month. I have never had any downtime with the VOIP service and it is much more convenient to have everything on the web and having an application on my cell phone. That is over $550 in savings compared to Cox for a much better service. I do not recommend Cox's phone services.

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by a service call charge that a representative advised we would not bill. We reached out to the customer directly and resolved the issue and collected all the feedback for...

coaching. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

January 10, 2014

Complaint ID# [redacted]

We would like to thank the customer for once again choosing to contact our company via the Revdex.com regarding the Early Termination Fee (ETF) assessed to her account following service disconnection due to a...

delinquent balance.

The customer agreed to a 24 month service agreement that provided a reduced monthly rate. As outlined in the terms and conditions of the Price Lock Guarantee (PLG) accounts disconnected due to non-payment are assessed a prorated ETF. On December 20th the customer’s account was assessed a $174.56 ETF. While this charge is valid, we are happy to waive this fee inconsideration of the customer’s personal concerns. The customer has an outstanding balance of $165.61; $60 of which is for unreturned telephone equipment which will be reversed once it is returned to our company.

We highly encourage the customer to satisfy the delinquent balance to avoid further collections activity. Should we have the honor of the customer’s business in the future the entire balance must be paid and the account may be subject to deposits.

We thank you for your time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

We would like to thank the customer for taking the time to file his concerns regarding the service issues described in his complaint.   Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations. On...

November 13, 2013 the customer called to report that his service was not working.  The technical agent attempted to resolve the customers’ issue over the phone, however, it was to no avail.  A service technician was scheduled to visit the customer on the soonest day available.  When the technician arrived he noted that the customers’ drop was not connected at the tap outside.  Once reconnected, the services worked properly. In such cases, the customer is only credited for the days that service was interrupted, however, the company will apply a credit for one month of service as we appreciate the customer’s long standing patronage and look forward to being his service provider for many years to come.    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] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Revdex.com Case #[redacted]

face="Calibri"> 

We are sorry to hear there was an issue with the customer’s billing and that there were issues with the interaction between our representatives and supervisors with the customer on 9/10/14 and 9/11/14. We did make contact with the customer after multiple attempts. The customer was given an apology and assisted with the fees due to the incorrect billing.
 

Thank you for your time and consideration.
 

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Revdex.com Case # [redacted]
We sincerely regret the inconvenience that our customer has experienced with our company.
We have contacted the customer directly on 2/16/16 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region
 
Tell us why here...

I have multiple complaints. For Christmas I went to get my son an [redacted] at a [redacted] Store in Gilbert, AZ. When I went there this [redacted] Representative who was at [redacted] in a booth wanted to talk to me about my [redacted] services and if I wanted to get telephone services through [redacted] and I declined. She told me that since I was getting [redacted] I should get a [redacted] which is a dual Wi-Fi router. She said that I will be able to watch TV through my [redacted] with the router. All I would have to do is get a cable card from a [redacted] Store which I did, the router cost me $199.00. With this set up she said that I could return a cable box to [redacted], that would save me $8.50 a month, and in time it would pay for the router with the money I will be saving. Well guess what, [redacted] does not take a cable card so she had no idea what she was talking about and because it’s past 15 days I can’t take the modem back to [redacted] for my money back, I will bet store credit.

On 12/31/13 at about 3pm we lost all services that [redacted] provides to my house so I called [redacted] to see what was going on, they informed me there may be an outage in the area and my cable and internet should be back on in a couple of hours. So I took them for their word. I called back in 4 hours and the next rep told me that there was no outage in the area, since I was now at work they informed me that they would talk to my son who was at the house and work some troubleshooting with him. The rep then called me back and said that it appears that there is an outage in the area but she is not sure when the services will back on, there were no notes in her system to tell her if there was a crew on site repairing the issues and for me to be patient. So I called again at 10pm and another rep informed me that there is no outage in the area and does not know why the other reps had told me that, then the call dropped. She had my information, but choose not to call me back.

I have been with [redacted] cable for 14yrs and these last couple of years has been a nightmare. The left hand does not know what the right hand is doing. Even though [redacted] has been to my house at least 4 times this year I still have the problem of textiles with their cable. I will be calling [redacted] first thing in the morning!!

April 8, 2014

[redacted] rebuttal # [redacted]

We were sorry to hear that the customer did not find our first response to the [redacted] satisfactory.

The customer stated in his reply to the [redacted] that he was unhappy regarding the cost of his service.  We apologize that we have found it necessary to increase our prices.  Like taxes, an increase in price for any consumer product, is one of the unpleasant realities of life.  In addition to the recently upgraded and improved Internet speeds, the rising cost of our day-to-day operating expenses has left us with no other alternative.   We do understand his frustration in these tough economic times; and we want our customer to know that this decision was not arrived at lightly.  Occasional rate increases are the unfortunate outcome of doing business in a challenging economic environment. 

We appreciate the opportunity the [redacted] has given us to address this matter and apologize for the inconvenience that this price increase has caused our customer.  If he should have any further questions regarding his account, he may contact us at [redacted] or via the Internet at [redacted]. Our friendly and knowledgeable Billing agents can discuss the details of his account at his convenience.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

It is always the goal of Cox Communications to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding the pricing of his service.

The customer contacted Cox Communications by phone on...

December 26, 2013 and spoke with our agent.  He was interested in finding a better price for his internet service.  Our agent went over pricing options with him and he agreed to increase his internet speed with a promotional rate discounting the rate 40% for 6 months and a 24-month Price Lock Guarantee (“PLG”).  Cox’s PLG Agreement states that, after temporary promotions have ended, Cox will not charge more than Cox’s published regular month-to-month non-promotional rates in effect as of the first day of the PLG Term for the PLG services designated on the customer’s monthly statement.  The customer’s bill went from $41.99 to $47.99 and the internet speed went from 5Mbps to 25Mbps.

Prior to adding a PLG to a customer’s account, the Cox representative read a mandatory script explaining which services are locked in , the term of the PLG Agreement, the amount of the early termination fee, and how to opt out or cancel the agreement within 30 days, without incurring an early termination fee.  The Cox representative also explains to the customer on a short-term promotional offer, that the customer’s promotional rate will adjust to the Price Lock rate at the end of the promotional period.  Cox informs the customer that a copy of the PLG service agreement is available online 24/7 at [redacted] and will also be included in the customer’s next billing statement.  The customer is required to confirm their acceptance of these terms and conditions prior to being enrolled in a Price Lock offer.

   

Page one of the customer’s January 18, 2014 bill clearly and prominently states in a notice that the customer should read Cox’s PLG Agreement enclosed with the bill and informs the customer how the Agreement affects his rights and obligations.  The notice further explains to the customer how he may cancel or make changes to the PLG Agreement without incurring an early termination fee.  All customers entering in to a PLG receives the same notice.  The January 18, 2014 bill also states which services are protected and at what rate.

On the customer’s June 17, 2014 bill, prices were increased in accordance with Cox’s PLG.  The price increased because the internet promotion the customer signed up for in 2013 ended.  Service from June 17 through June 25 was billed at the promotional rate and service June 26 through July 16 was billed at the non-promotional rate.  The customer’s July 17, 2014 bill reflected a full month of service billed at the non-promotional rate.

 

On August 18, 2014 the customer contacted Cox Communications to discuss the increase of his bill.  The agent added a new discount reducing his monthly rate 30% for 6 months.

 

It is possible the customer misunderstood the difference between temporary promotions Cox offers as part of a customer entering a two-year contract and Cox’s PLG.  Promotions are time limited discounts or offers that may or may not coincide with the length of a two-year contract. Cox’s PLG governs the duration of a two-year contract and specifies how much Cox may charge after a promotion has ended or changed.  This is an important distinction.

It is our hope that the information we have provided will assist in the resolution of our customer’s dispute and regain his confidence in our organization.  He is a loyal customer and we want him to know that his patronage and loyalty is important to us and we appreciate his business as a valued customer.   For future assistance with any other issues that may arise, he may call our Customer Care Center at [redacted]. 

 

Sincerely,

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

We called Cox to notify them we were going to disconnect our internet because of price raised. Cox representative was going to send us a box to return their equipment but since we had bought the equipment there was not need. For this reason when the equipment died after two years we were again told to purchase one from them or from a store, it was not just replaced. He understand and said was going to put it in the notes. About a month later we received a bill demanding $66.84, we paid the $66.84 after talking to a representative on 1/8/14who was not willing to listen to our explanation. On 1/22/14 we got another bill with the same $66.84 along with threat of collections. We have tried to resolve this issue but to no avail, my wife and I work long hours and do not have the time to deal with it so we ended up paying for an equipment we had previously paid for. I felt I was ripped off.

June 25, 2014

Revdex.com Complaint - #[redacted] – [redacted] - REBUTTAL

This is in response to the rebuttal that has been submitted by our former customer.  Again, I would like to reiterate that our records show that there was only one trouble call at this address in 2008 for video service and the cancelled trouble call this year for the Internet.

The fact that the customer has stated she had on-going issues that were never resolved is difficult for us to support based on the information that we have available.  If she would like to reinstate service, we will insure that this account is forwarded to field leadership to review all of the services from top to bottom.  Unfortunately, we cannot do this type of investigation if the service is not active.  We will waive any installation fees that may be applied and credit the first month of service if the issues cannot be resolved and the customers desires to cancel service once again.

If she decides that she would like to move forward on this, she can contact me at [redacted] and a work order will be established to reinstate service and complete the investigation.

Again, we want her to know that she was a valued customer and that we at Cox Communications appreciated her business.   We know that this apology does not make up for the service issues that she encountered, and we apologize again for the negative experience that she had with our company.    If she should have any further concerns or questions, she can contact our Customer Care Team at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

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 spoke with our customer directly to address their concerns. The customer advised us that their services are working correctly following a recent service appointment. We assisted with providing the appropriate adjustments and assured them their feedback will be addressed with leadership.
 
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

June 10, 2014

Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that the customer experienced with his final billing statement. 

Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  Our records indicate that the subscriber’s account was not turned over to a Collection Agency.  Review of the billing ledger confirms that the account was disconnected on April 14 of this year, and the final balance was rectified to a zero balance within the 30 day guideline, which ensures that our company will not turn an account to a collection agency.

Because the customer has also filed the same complaint with the [redacted], we will also send a reply with this information directly to the customer.  We sincerely apologize for the confusion on the billing, and hope this information has been helpful to the Revdex.com as well as the customer.

[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.The response from Cox is false and disingenuous.  I never received a phone call from Cox, nor did Cox call any number associated with me.  The number Cox called was not a number I ever provided to them as a contact phone or ever used as a contact phone.  They assigned it when I had cable phone service.  But I cancelled that service with them long ago.  They are well aware that the phone line was cancelled and it is not associated with me.  

Nor did Cox ever email me (though they have spammed me on my email account).  If Cox is going to take action that is harmful to my financial status, they owe me as a long term customer the courtesy of exhausting all methods of contact .  The account is on auto-pay because I have very limited time to deal with the account and only open correspondence months later.  Add to that the excessive amounts of spam mail I receive from Cox - I simply do not have time to read all mail that comes from Cox and similar providers.  This should not be surprising for an auto-pay customer.Cox appears disinterested in resolving the situation and remediating the account, and more focused in justifying their actions.

Regards,

We would like to thank the customer for taking the time to file her concerns regarding the Service Agreement 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.
Due to the concerns expressed, we reached out and were able to address them directly with her. We have scheduled the necessary changes and will be making the adjustments agreed upon with the 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 she has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
Thomas
Executive Resolutions
Cox Communications

Why is it that at my address, [redacted], the only internet service available is Cox? All other locations around me have the options of using other companies for their internet service, but not my address. It seems like a monopoly by Cox. Can you explain why I can’t use another internet provider?

December 16, 2015

 

size="3">

Revdex.com complaint# [redacted]

 

We were sorry to hear of the difficulty and confusion that

the customer experienced. 

 

Due to the installation and service issues that the customer

brought to the attention of your office, we contacted the customer directly and

sent one of our Goodyear Field Supervisors to assist the client directly.  We were able to investigate and review the

billing concerns that the subscriber had as well, and the customer is very

happy and satisfied with the service that we provided. 

 

Thank you as always, we appreciate the opportunity to assist

a customer.

 

[redacted]/ Cox Communications Executive Offices/ Arizona