Cox Communications, Inc.

We would like to thank the customer for contacting our company via the Revdex.com regarding the billing on their former account.  We would like to start with a sincere apology for the manner in which the customer’s concerns were handled. We find it unacceptable and out of line with...

the core beliefs and principals of our company. We regret that we have lost the confidence and business of one of our valued customers. We will redouble our customer service efforts in an ongoing mission towards excellence.  Our records show that the customer’s internet account was officially closed on July 3rd.  The final outstanding balance at that time was $2.34.  However, there is an unreturned internet modem still in the customer’s possession.  On July 13th an unreturned equipment charge of $129.00 was applied to the account. This charge will be removed once we receive the equipment.  We can understand how confusing and upsetting this has been for the customer.  We will make every effort to make returning this equipment as hassle free as possible and will work directly with the customer to resolve this matter. Thank you for your time and consideration. Respectfully,

[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by a billing dispute. The customer did speak to a representative prior to the complaint. The account was provided credit to address the concerns of the billing dispute. We did make contact and confirm with...

the customer the issue was fully resolved.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I have reviewed the response made by the business in reference to complaint ID [redacted] and 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,

May 5, 2014Complaint ID# [redacted]We would like to thank the customer for contacting our company via the [redacted] regarding his refund concerns.  We apologize for the delay in receipt of these monies owed. We have had a refund...

check submitted for fulfillment in the amount of $81.67 on April 29th.  This typically takes 10 business days to print, mail, and be received by the customer.  We regret the difficulty and frustration this matter has caused a valued customer.Should there be any concerns or problems regarding this matter the customer may contact Cox Business at ###-###-#### for assistance. Thank you for your time and consideration.  Respectfully, [redacted] Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

The customer service at Cox cable is by far the worse I've come across. on multiple occasions, whether it is for sales, technical assistance or any other type of support that I've had to spend an hour or more waiting for assistance (both online and on the phone) only to be dropped once I am connected to a customer service rep. Even worse, once I am able to reach someone I have to call or contact someone else for assistance.
Their website provides no assistance and once the change or order is placed, it is incorrect or billed incorrectly.

December 16, 2015

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Revdex.com complaint # [redacted]

We sincerely regret our delayed response to your office on

this customer situation.

Due to the complexity of the problem, we are not able to

currently give your office a resolution to the customer’s concerns today.  We have both our Field and Network Teams

working on the service and with the customer. 

The subscriber will be informed and updated by the appropriate teams

when we have information to share with him.

We hope this information has been helpful to your

office.  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 billing of her account.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause him any frustrations.

 

On May 18, 2014 the...

customer was mailed a bill that ended on June 17.  The amount of this bill was $203.18.  On June 18 the next bill was mailed.  The amount of this bill was $431.00.  It included the current month’s charges of $198.87 and $203.18 from the previous month.  On July 3 the company received two payments totaling $423.18 leaving a balance of $13.04.  A credit of $40.00 was issued to the account which created a credit balance of $29.07.  On July 18 the next bill was mailed in the amount of $176.91.  Shortly after it was mailed a payment pf $203.18 was returned from the customer’s bank and added back to the account.  On August 18 the next bill was mailed in the amount of $620.49.  The company received a payment of $150.00 on August 23 leaving a balance of $417.95.  Of this amount $174.57 is past due.

 

The customer called on August 21 to have the premium channels removed but the agent wasn’t able to because then monthly discount the customer was receiving would be removed.  The customer was then transferred to the Retention department to lower the monthly rate but the call was lost.  The premium channels were removed on August 22.

 

The customer subscribes to the company’s service protection plan.  If a service technician is required to be dispatched to the home there is a $49.95 service call charge if the problem isn’t caused by the company’s delivery of its signal to the home.  The protection plan covers wiring located on the customer’s side from the outside to the back od any Cox owned equipment.  It also provides free customer education as it relates to the company’s services or equipment.

 

On May 26 the customer asked for the name of the company’s CEO.  The agent provided the customer with the name of the CEO and asked the customer if they wanted the contact information but the call was lost before the contact information could be  provided.       

 

It’s not clear why the customer was told to return the modem.  When the account was changed into the current customer’s name the same modem was in use at that time that had belonged to the previous account holder.

 

In will email the customer a ledger that details the billing from June 1, 2014 to present.

 

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.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

October 27, 2016---Revdex.com complaint # [redacted]
We were...

sorry to hear of the confusion that the customer has recently experienced with our company.            Due to the billing concerns that he brought to the attention of your office, we contacted him directly to discuss his billing and paperless statement questions.  The customer has our direct number and will let us know directly if he has any problems receiving his next billing statement.
As always, we appreciate the opportunity that your company has given to us.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona

[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]

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,

This is in response to our former customer’s rebuttal.  He stated that no one responded to his concerns.  I am attaching a copy of the e-mail that was provided to him in October of last year. Nothing has changed since that date and the account still has the write-off as identified in the e-mail.  We always make every effort to work with our customer.  Bottom line, there is a balance due of $551.77 that must be paid before service can be reinstated.  A credit in the amount of $174.78 was applied to the account in August to assist the customer with his concerns regarding the lost campaigns.  We have gone above and beyond for this customer. If he should have any further concerns or questions, he can contact Customer Care at [redacted].  Thank you. Sincerely,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

I have had internet with Cox for over 6 years now, but in September of 2015 I signed up for their cable services. Worst mistake I ever made! I was charged an equipment fee which I was forced to pay otherwise my services were going to be interrupted. After two months of calling in and being told that a "supervisor" would call me back in regards of me getting my $200+ refund I never once got a call back. It wasn't until the end of February when a very nice gentlemen by the name of Sam that it finally got resolved, or so I thought. My March bill just came in and AGAIN I am being charged $200+ for an equipment fee that I never had because I never had cable in the past with this company. I have been on hold for over an hour and the agent still can not get this resolved. She keeps giving me excuses that she cant take the charge off of my account because she needs to forward my account to 10 different people above her. Basically all the run around I've done in the past and I don't want to do anymore. I strongly regret signing a contract with this company and will warn all of my friends and family before they consider getting their service.

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. The customer informed...

us that the issue has been resolved.

Thank you for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

June 27, 2014

 

Revdex.com Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file her concerns regarding a payment made and returned as not paid.  Please let me begin with an apology for any...

inconvenience she experienced.  We certainly do not want to cause her any frustrations.

 

The customer signed up for [redacted] (automatic debits) on February 6, 2014.  The first payment was debited on March 9.  On March 17 the customer came into a [redacted] store and changed the bank account number for the automatic debits.  On March 19 the bank rejected the payment that was debited on March 9.  Subsequently the payment was added back to the account and a $25.00 returned payment fee was assessed to the account.

 

On April 7 the returned payment fee was credited as a courtesy to the customer.  Since this was not caused by the company the bank charges the customer incurred were not credited and she was informed to dispute them with her bank.

 

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.

 

Sr. Customer Resolution Specialist

Executive Resolution Office of the General Manager

We would like to thank the customer for taking the time to file their concerns regarding their service installation and experience with our Care Center.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any...

frustrations.

Regarding our customer’s concerns with their service installation, we were able to make contact with them on 12/10/15 and confirmed the installation in question was completed successfully this morning. Due to the inconvenience, we have also credited the installation charges and set up a callback for Monday just to ensure all services are still working properly. We are confident the issues at hand have 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. Thank you. GeorgeExecutive ResolutionsCox Communications

Revdex.com Case # [redacted]

We sincerely regret any inconvenience that our customer has experienced with our company.We have attempted to directly contact the customer by telephone and e-mail at the contact information provided. Once we are able to verify the account, we can address their...

concerns and provide a successful resolution.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Although they have contacted me and sent someone out to resolve the issues, the company is aware that the services I paid for were not what is considered acceptable, even by their standards. 
I have been told this repeatedly by everyone from customer service to the field technician. I have also supplied recent video of the ongoing issues  as proof of the problems we have been having with the service.
For now, I need to wait and see if the current changes to the wiring were successful, however, I have not heard anything about crediting my account for the ongoing, poor service that I was charged full price for. 
Until the financial issues is resolved, I would hope the Revdex.com will not close this complaint. Providing a television service that is practically un-watchable and charging full price for it does not seem very fair.

We are sorry to hear our business customer was negatively impacted by technical issues.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...

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

Revdex.com Case #[redacted]

font-family: Calibri;">We are sorry to hear there was an issue with the customer receiving Cox advertising after the request to cease. Our corporate office just recently improved the process to stop advertising to customers at their request. We have reached out the customer and advised the information as well as completing the new process to ensure the advertisements will cease. The request can take up to sixty days to completely stop receiving mail. This is due to lists being pulled for direct mail projects in advanced to allow time for pricing and mailing.

Thank you for your time and consideration.

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

here is the thing I have had a Cox Persons come out already and the outlet at that time was already working and now after its not. I do not and should not be charged for something when it was working before Cox came out