Cox Communications, Inc.

We are sorry to hear our customer was not provided an ideal customer service experience when contacting us to resolve a pricing issue. We have made contact with the customer and came to resolution for the account balance and pricing. The customer was given an apology for the experience and the...

concerns have all been addressed. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

The internet connection was okay, but any business needs to be founded on good communication. I cancelled my service because I was moving out of state and spoke with one of their representatives, which at the time everything seemed to be going fine. The representative assured me that the last payment I was making with him would take care of everything and have me good to go. About two months later I got multiple phone calls and notifications that someone would be going to my location (which I no longer lived at) and long story short they charged me another 30 dollars. They never could explain why one representative was telling me one thing while they were then telling me something new. That is poor training at best and somewhat dishonest at worst. Would not use their service again.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]
 
It is amazing how things are left out that I said.  I said for EVERYONE who didn't have the option to opt out of the adds now forced on us should be able to have a lower bill.  When the representative said the cox communications webmail is free, I replied that there is NO such thing AS FREE.  EVERYONE who pays a cox communications bill pays for this service, just not everyone uses it.  I also said that after 12 years of using this webmail I was not comfortable switching to the enhanced.  (The reason being is when something is deleted in the original it does not show up right away in the enhanced and since I do non-profit work that slows things down).  I also told the representative that it wasn't fair that all of a sudden everyone who PAYS for this service should be forced to view unwanted adds because cox communications decided they want more money.  AND that I DO NOT APPRECIATE WOMEN BEING OFFERED IN THE ADDS!!!  In my opinion this company is unfair not just to me, but to everyone else who doesn't want to view their adds.  Just because not everyone complains DOES NOT mean that other people are happy about these adds.

We sincerely apologize for the issues Ms. [redacted] experienced.  Our records indicate Ms. [redacted] contacted us March 25, 2016 to schedule a service call, however the last request for a service call prior to this was in August 2015.  On April 12, 2016 the technician determined this was not a Cox service issue; rather it was a customer equipment issue but because the issue wasn’t fully resolved in the service call prior to this, the service call charge was waived for the customer as a courtesy.  Three credits totaling $144 have been issued between March 2016 and April 2016 which is nearly 2 months of their Internet service.   In effort to work with them and resolve this issue, a final onetime credit of $78.00 was issued to their account today as a total credit for 2 ½ months of their Internet.  For any further concerns regarding this matter, they may reach [redacted], a Cox representative, at [redacted].  We hope this help to explain and resolve this matter.  Thank you.

Initial Business Response /* (1000, 5, 2016/01/27) */
The Cox corporate escalation team recently received a similar complaint from Mr. P[redacted] and had the opportunity to speak with him regarding the matter. Cox believes to have provided Mr. P[redacted] with a satisfactory explanation to his concern....

We apologize for any frustration this may have caused and appreciate the opportunity to address the matter.
Initial Consumer Rebuttal /* (3000, 7, 2016/01/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
They still blame their issue on my equipment. Never wantibg to take sction for their own fault. I unplugged the tv they requiested. Still issues.
Final Business Response /* (4000, 9, 2016/02/05) */
Cox technicians completed several service calls in response to Mr. P[redacted]'s reports of cable issues. On all occasions, Cox technicians were unable to identify any issues inside the home or at the mainline. Technicians were also unable to recreate the reported cable issues.
A final proof of service was conducted in December 2015. The Cox field team performed tests from our mainline cable to the entry points of Mr. P[redacted]'s house and verified that he was receiving the proper levels with no interference. As such, Mr. P[redacted] was advised that Cox was providing him with the best service that it could and that any future service calls with no issues found would result in a service fee to his account.
Cox believes to have provided Mr. P[redacted] with a satisfactory resolution by the multiple efforts our field and customer care team have extended to review and address his concern. We apologize for any frustration this may have caused and appreciate the opportunity to address the matter.

September 13, 2014 [redacted] Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file his concerns regarding the billing of his account.  Please let me begin with an apology for any inconvenience he experienced.  We...

certainly do not want to cause him any frustrations. The customer agreed to a 24-month price lock guarantee (PLG) that would expire on June 27, 2016.  It also carried a $240.00 early termination fee (ETF) that would decrease each month. The bill the customer received for $448.38 included installation charges of $61.41, $89.07 in prorated service charges for internet and cable, $178.20 in charges that transferred from his previous account plus regular service charges of $108.49 for cable and internet plus $2.83 tax and an $8.38 late fee.  The customer was not charged for a modem. Since payment was not received for the $448.38 balance it was added to the next month’s bill of  $108.49 in monthly service charges, $2.83 tax, a $30.00 credit and an $8.38 late fee for a total due of $538.08. The account was disconnected for non-pay on August 18.  The final balance consists of $226.18 ETF, $241.00 for an unreturned HD/DVR and $404.59 in unpaid service charges.  Once the customer returns the HD/DVR the charge for that would be reversed.  The total balance owed is $871.77.  The installation charges have been credited leaving a final balance due of $810.36. 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

Initial Business Response /* (1000, 5, 2015/07/14) */
Cox had the opportunity to work with Mr. [redacted] upon receipt of this concern and believes to have provided a satisfactory resolution. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to...

address the matter.

Initial Business Response /* (1000, 6, 2014/12/08) */
We have had the opportunity to speak with Mr. [redacted] upon receipt of this concern and sincerely apologize for any inconvenience.

Initial Business Response /* (1000, 8, 2014/11/12) */
Contact Name and Title: [redacted], Exec Cust Res Sp
Contact Phone: [redacted]
We apologize for any frustration. Cox has made several attempts to reach Ms. [redacted] upon receipt of the concern, however have not had the opportunity to...

connect with her. We would be glad to assist with this matter. Ms. [redacted] may reach her local resolution specialist to work on this at the number provided with this response. Thank you.
Initial Consumer Rebuttal /* (3000, 10, 2014/11/13) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm sorry you call when I'm at work. If you did call I would have a voice mail from you. Also I live in tulsa oklahoma, not kansas. I've been looking for a tulsa number to call me.
Final Business Response /* (4000, 14, 2014/12/02) */
Cox has had the opportunity to speak with Ms. [redacted] to address the concern and have added the offer that was presented to Ms. [redacted] upon set up of cable service. We apologize for any inconvenience.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We are sorry to hear the customer’s new service request was not correctly inputted causing a negative experience for the customer. The original sales call was reviewed and we would like to discuss the conversation with the customer. We have attempted multiple times to make contact with the customer...

to rectify the issue, regretfully, contact has not been made. We have provided messages with contact information for the customer so the new account can be correctly scheduled. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Initial Business Response /* (1000, 5, 2015/12/17) */
We want to thank Mr. [redacted] for taking the time to file his concern. We sincerely apologize for any inconvenience caused. We confirmed that Mr. [redacted] should receive his mailed rebate card within two weeks. Cox has spoken with Mr....

[redacted] on this matter and we believe he is satisfied with our efforts to resolve this matter. Should he have any further questions or concerns on this, he may reach the contact provided on this form and we'll be happy to speak with him. Thank you.

Initial Business Response /* (1000, 5, 2015/10/21) */
Cox had the opportunity to speak with Ms. [redacted] in receipt of her complaint and believes to have provided her with a satisfactory explanation to her concern. We apologize for any frustration and appreciate the opportunity to address the...

matter.

Initial Business Response /* (1000, 5, 2014/09/19) */
We want to thank Mr. [redacted] for taking the time to file his concern. We sincerely apologize for any inconvenience caused. We have spoken with Mr. [redacted] and believe he is satisfied with our efforts to resolve this matter. Thank you.

Initial Business Response /* (1000, 5, 2014/09/02) */
We have spoken with Mr. [redacted] on this concern and confirmed the charges in reference have been credited. We are also working with Mr. [redacted] to investigate a service issue and will continue to be in touch with him on this matter. ...

Thank you.

We want to thank Mr. [redacted] for taking the time to file his concern.  We have spoken with Mr. [redacted] and we believe he is satisfied with our efforts to resolve this matter.  He was also provided a direct point of contact for any further concerns on this matter.  We sincerely...

apologize for any inconvenience caused.

Complaint: [redacted]
I am rejecting this response because: I did speak with a male employee at Cox on Sept 24, 2015 and we discussed the balance 111.91 of the letters (2) one dated August 26, &  another Sept 5, 2015  received from P.O. Box 1259, Dept. 97441 Oaks, PA 19456 ... which was resolved with 0 balance.. At No time did I received any correspondence from any office for a invoice of 80.00 this was added later to my Credit report after the account should have been closed, without any knowledge on my part....Most calls are recorded, and also why did I not receive a invoice for this amount before going to Credit Bureau. Will send copies of these two letters to be used in my defense. This is a trumped up charge and Cox knows it.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:  I was emailed the signed agreement twice and I have spoken with the Cox representative.  Their attempts were not unsuccessful.  It is still my opinion that the phone agent should have advised of the contract term as well as the technician.  The contract is also vague regarding what amount will be charged as an early termination fee.  I did not cancel my service.  My service was interrupted due to a delinquent payment, which was later made.  Cox terminated my service without any warning.  There was no communication about terminating that service and what the implications would be.  I've been a customer with Cox a lot longer than the 11 years that they show.  I've been a customer for over 16 (part with my ex-husband and other remaining 11 by myself).  Waiving the termination fee is the least that can be done but since there is no concern on the part of Cox, I will gladly no longer continue my relationship with them.
Sincerely,
[redacted]

Initial Business Response /* (1000, 5, 2014/12/19) */
Cox has spoken with Mr. [redacted] on this concern. We identified the pending work order for a drop bury that will be completed at a neighboring address and provided Mr. [redacted] an ETA on completing this. We will follow up with Mr....

[redacted] once the drop bury is complete. We provided him a point of contact that he may also reach for any further concerns. We sincerely apologize for any inconvenience caused.