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,

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. I called about getting internet service based on a mailer that said $19.99 for 12 months. I called and the sales person agreed that it was $19.99 with a 12 month plan , so we proceeded and I gave them all my information. Then I was informed that I had to get a phone line to get the price. I am tired of companies giving bait and switch advertising. If it it's a price, make that the price and no more gotchas. offenders are everywhere, airlines, cable companies, cell phone companies, what happened to truth in advertising. Tell COX; I want the internet for the $19.99 per month that was agreed to on the phone with their rep. and I would like the state to really go after these ** ads.

Regards,

We would like to thank the customer for taking the time to file his concerns regarding his promotional rate.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.When speaking to Mr. [redacted] on 1/29/15...

he advised us that when setting up his order he was under the understanding that he would be receiving a promotional rate of $19.99 per month for his Essential Internet service. During this conversation, we advised our customer that this promotional rate of $19.99 was only available when in combination with our television or telephone services. However, we did advise our customer we certainly would like to make this right for him.  At the time of our call to Mr. [redacted] we were able to confirm he was receiving a new promotional which lowered his rate to $31.79 per month for six months. We advised our customer that in an effort to reach a resolution, we will provide a one-time credit for the difference between his current rate of $31.79 and the requested rate of $19.99 for six months, which Mr. [redacted] advised us he will accept.  We are confident that after this conversation with our customer that we can consider this issue to be resolved.  It is our genuine desire to continue a positive relationship with Mr. [redacted] 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]Executive EscalationsCox Communications

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.I got a phone call from Cox Communications telling me that they corrected my bill. I attempted twice to contact the woman that left me the message to no avail. I was about to pay the bill, but decided to check to see if there was anything on my credit report from Cox. Low and behold Cox shows that I owe them $200.00 plus dollars. What kind of business are they running? They lied to me about the service I was going to have. Second they make the mistake about the billing and yet I get the bad rap on my credit! This should not be allowed!

Regards,[redacted]

We would like to thank the consumer for taking the time to file his concerns regarding the door tag advertisements left on his home.  Please let me begin with an apology for the problems he has experienced, we certainly do not want to frustrate our customers with the flyers that are left at...

their home.   We take great pride on providing our customers with the best customer service and work to maintain a great customer relationship.Given the method of delivery for door tag advertisement, we always strive to do our best to honor the resident’s wishes, I do apologize that the signage placed at the door of the consumer’s home was disregarded and ignored. We have requested that this customer’s address be removed from the mailing and distribution list.  It is important to note that with the door tag distribution that while we cannot guarantee 100%  compliance, our vendor’s that deliver the flyers will do their best to not place the ads on the customer’s door.In an effort to demonstrate our commitment to our customers, I have provided a courtesy credit to the customer’s account.  He will see this credit on his next monthly statement, scheduled to print on July 29, 2014.  We regret any inconvenience this has caused and look forward to providing our customer with the excellent service that he deserves and should expect from our company.  If he should require further assistance, he may contact our Customer Care Center at [redacted].  Thank you.[redacted]Executive Resolutions SpecialistOffice of the General Manager

March 3, 2014
 

Revdex.com complaint #...

[redacted]
 

We were sorry to hear that a customer is confused by her billing statement from our company. 
 

Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account.  Our records indicate that at the time the customer filed the complaint with the Revdex.com, the subscriber’s billing had not yet updated in our system.  Review of the account ledger confirms that the subscriber’s bill printed on February 12, 2014; and the disconnection request was not processed until the 17 of the same month.  Because our company prints bills only once a month, the customer can call us at [redacted] to get an update on her final billing. The customer may also view her billing on line via our website at www.[redacted].com/[redacted].  We would also like to point out to the Revdex.com that taxes are programmed and charged to customers automatically, via our system.  Review of the account does not indicate that the subscriber has been taxed improperly. No refund is due to the customer.
 

We are sorry for the confusion that the customer experienced with her bill.  We hope this information has been helpful to the Revdex.com.
 

[redacted]/Cox Communications/ Office of the General Manager

This is in response to the complaint that our customer filed regarding a write-off balance on his Cox account.  This information had been turned over to a collection agency and eventually became part of his credit bureau reports.  We sincerely apologize for the inconvenience that our...

customer experienced with regard to the write-off balance that was shown on his credit reports. Upon receipt of this complaint, the accounts were thoroughly researched.  Our records indicate the following: Customer cancelled his residential account effective 10-29-12.  There was a $26.00 credit due to the customer.  A virtual account number was established, but forwarding address information was not placed on the 52 screen.Monthly charges accrued against the credit balance that transferred to the virtual account until there was a balance due of $14.81 that was never paid.  $14.81 balance was written off as of 6-12-13.If statement was generated, it would have gone to the Virtual Street address and the customer would not have known that there was a balance due. Our customer advised that he was unaware of this virtual account.  I confirmed with our Collections Team that this was never turned over to an agency and was never reflected on our customer’s credit file.  Our customer was contacted and this information was shared with him today. We apologize to our customer for the misunderstanding that occurred when he disconnected his services.  If our customer should have any addition questions, we ask that he please contact our Customer Care Center at ###-###-####.  Thank you. Sincerely, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications/[redacted]/Southwest COE

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. The business has contacted me and the issue is resolved. It can now be closed. I appreciate your assistance.

Regards,

We would like to thank the consumer for taking the time to file her concerns regarding the billing problems she experienced.  Please let me begin with an apology for the problems she had while attempting to resolve this issue.  We certainly...

do not want to cause our customers any frustrations and strive to provide the utmost in customer service. 

 

Research of the customer’s account confirms that she spoke with our Customer Care Agent on June 19, 2**4.  The agent advised the customer that her current level of services that she has installed on her account will be $1*7.*2 per month with taxes and fees.  Our agent explained that the Premier Telephone package that she subscribes to provides the phone line with the features and unlimited long distance for only $9.99 per month.  This rate is regularly $*4.99 per month and our customer is receiving it on a special campaign for 12 months.  After May 27, 2**5 it will increase to the $*4.99 per month and she may make adjustments at that time.

 

On May 28, 2**4, when she spoke with our supervisor, the two installation fees were credited for $60.00 each.  The customer also asked to take advantage of the advertised special allowing her to increase the speed on the Internet service up one level for only an additional $5.00 more per month for six months.  She will be paying $*4.99 per month for her Internet service until December 2**5 and it will increase to $47.99 at that time.

 

It is important to note that the consumer is not under a Price Lock Guarantee and all of the rates are subject to change.

 

We regret the difficulties the consumer encountered and hope that we are able to regain her confidence in our organization.  We look forward to providing her with the excellent service that she deserves and should expect from our company.  If she should require further assistance, she may contact our Customer Care Center at [redacted]Call: [redacted].  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

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.So long as they send me a check what they owe me I will be satisfied.  I'm still baffled why I had to go through all this.  I do feel I would have got the runaround had I not opened up a case with the Revdex.com. Regards,

May 9, 2014

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

This is in response to our customer’s claims that his bill was not at the $196.00 level.  We will be more than happy to supply copies of the billing statement for the last 18 months that will support the information that we provided in our previous response. 

In addition to the monthly charges for service, there were charges for 2 to 3 movies per month.  Our records further indicate that our customer made split payments for the majority of the time that he had our services which probably added to the confusion of the monthly charges.

We are sorry that our customer does not believe that we provided the appropriate level of customer service regarding his account.   If our customer should have any further concerns or questions, we ask that he contact us through our Customer Care Department [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

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 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 do not understand why it had to come to this point before being resolved. I talked to several (between calls, chat and e-mials, 10-15 different representatives) and do not understand why none of them were able to assist in the matter. However, I thank the office of the General Manager for reviewing and resolving my case. 

Regards,

We would like to thank the customer for taking the time to file her concerns regarding her account billing and recent experience with our Customer Care Center. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any...

frustrations.Upon receipt of this complaint we were able to make contact with our customer on 7/28/15 to address her concerns. To begin our conversation we assured our customer the experience she had with our Customer Care Center was not one that we as a company find acceptable. We provided our customer with the assurance that her feedback is incredibly important and will be used to address these concerns with the leadership of the Customer Service Representatives she had spoken to by telephone. Additionally, during our conversation with our customer we provided our customer with a full explanation of her account billing, fees, prorates, and balances to provide her with a thorough understanding of the account billing. In addition, due to the frustration she experienced, we did provide our customer with an adjustment to the billing for this account.  While we understand our customer may still be frustrated due to the recent experience, we truly hope she understands that her satisfaction is of our highest priority and it was our genuine desire to address her concerns with her.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]Executive EscalationsCox Communications

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 - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file his concerns regarding the monthly recurring charges and the offer he was given.  Please let me begin with an apology for any inconvenience he...

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

 

The customer was provided with a promotion that provided him with service on five TV’s, one digital video recorder and internet service for $99.99 per month plus tax that increases $20.00 in month’s 13-24.  This was a 24 month contract with an early termination fee that decreases each month.  In order to get the ID (Investigation Discovery) the Bonus Pak would have to be added and is an additional $10.00 per month. The promotion did not include this Pak.  In order to receive more than the Expanded video channels the additional TV’s would need a digital receiver connected which are an additional cost per month. 

 

On June 14, 2014 the customer called and stated that the wifi in his office had a weak signal and only one TV received all of the channels.  He was informed that each additional TV would need a digital receiver and that he could install a wifi signal booster for the areas of his home that had a lower wifi signal. 

 

This company can offer the customer several different price ranges for services which is why the customer was quoted different prices for his services. 

 

I did listen to the call between the customer and our sales agent and the sales agent did ask him how many TV’s he wanted to connect and was told 5.  The sales agent also asked the customer if he wanted receivers on each TV in order to get all of the channels and the customer declined.  The sales agent also informed the customer that the installer could check the wifi signal in his exterior office and if needed a wifi booster could be installed.  The customer never mentioned he wanted the ID channel.

 

Unfortunately the customer disconnected service within the 30 day money back guarantee so all monthly charges were credited as well as the installation charges.  The customer did not have to make any payment.

 

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 Relations Specialist

[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,

Jose Luis Salgado

July 7, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the former customer is experiencing difficulty with her final billing from our company.  We would have preferred to call her, but have no phone number on file to reach her.  Should...

the customer choose to provide your company with a phone number or email address, we would be happy to contact her. Due to the concerns on the charged modem on the bill, we reviewed the ledger and confirmed that the equipment fee was removed from her account on June 25, 2015.   We hope this information has been helpful, and again invite the Revdex.com to advise us of a contact number should the customer wish to be called.  Thank you for the opportunity to assist. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]

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

9/25/14 and we discussed her situation and came to a resolution. During our discussion we came to an agreement regarding a refund of $117.38 that will be issued to her account. This refund has been applied to her current bill. We also discussed the feedback for our representatives and did provide the customer with a formal apology regarding the situation. Due to privacy concerns, we do not share information regarding our representatives and any action taken.  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]Executive ResolutionsCox Communications

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,