Cox Communications, Inc.

March 18, 2014 Revdex.com Complaint - Case #[redacted]  We would like to thank the customer for taking the time to file her concerns regarding the making payments through our automated system.   Please let me begin with an apology for any...

inconvenience she experienced.  We certainly do not want to cause her any frustrations. On February 18, 2014 and March 3 the customer called stating that they were having a problem making a payment through the automated system.  In each case the agent took payment over the phone and waived the payment processing fee.  During the March 3 call the agent attempted to walk the customer through the automated payment process but the customer declined. There are several additional ways for customers to pay their bills.  Online through [redacted], at a Solutions store, Automatic debits through [redacted] and at payment kiosks at [redacted].  If a customer chooses to make a payment on the phone through an agent there is a payment processing fee of $10.00.   Account balances may differ for a number of reasons.  A customer might add, drop or change a service during an active billing cycle or the automatic update process through our billing system has not yet caught up to the latest balance. 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] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

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

 

February 4, 2014

 

We would like to thank the consumer for taking the time to file his concerns regarding the

 

balance due on his former Cox account. Please...

let me begin with an apology for challenges that 

 

he has had in receiving answers to his concerns. We take great pride on providing top-notch 

 

customer service to our customers and we hope that the information provided here will provide 

 

him with the facts that he was seeking.

 

I have researched his former account and confirmed the following timeline of events:

 

• 8/11/13—The monthly automated payment (Cox EasyPay) was returned from American 

 

Express. When a method of payment is returned from the financial institution, Cox 

 

immediately removes the method of payment from the account and does not re-process 

 

the payment to prevent further Returned Payment charges to the customer. 

 

• 8/19/13--A letter was sent to the customer notifying him that his account was past due 

 

and required payment to remain active. 

 

• 8/21, 8/23, 8/28, 8/29 of 2013 -- Multiple phone calls were made to the telephone number 

 

on file for the customer to notify him of the past due status of his account. 

 

• 8/17/13--Monthly statement sent; on page 2 under “One Time Charges” there is a 

 

detailed listing stating “Credit Card Denial August 11, 2013.”

 

• 8/31/13--Cox turned off the signal to the modem for non-payment.

 

• 9/19/13--The services were disconnected outside the home at the tap. 

 

• 9/21, 9/23, 9/30 and 10/4 of 2013 -- Calls were made to remind the customer of his past 

 

due balance. 

 

• 9/25/13 -- A letter was sent to the service address notifying of the remaining balance that 

 

was due on the account. 

 

• 10/6/13—No payment was received on the account; it was assigned to KEY Collections. 

 

The debt remains unpaid on the account at this time.

 

We are unable to remove marks from consumer credit reports that were legitimately reported as

 

prescribed by the [redacted] ([redacted]) and the [redacted] ([redacted]).

 

The remark will appear on the individual consumer credit report for a period of up to seven years

 

from the date that it was reported. If the debt is paid by the consumer, it will show as paid-debt 

 

satisfied and no longer an active debt. 

 

It is our hope that the information we have provided will assist in the resolution of his dispute. If

 

he should require additional assistance or would like to pay the final balance on his account, he

 

may call our Customer Care Center at [redacted]. Thank you.

 

 

Executive Resolutions Specialist

 

Office of the General Manager

February 27, 2014

Complaint ID [redacted]

We are sorry to learn that customer continues to dispute his billing.  A thorough review has been conducted. We apologize and understand the customer is referencing the last three month’s billing.

The customer was given a courtesy reduction of his Internet pricing In December of 2013, which reduced the rate by almost 50% off of the then current monthly price of $55.99 for 12 months. This discount while still in effect, did not prevent the customer from being impacted by the November 2013 general rate increase that impacted all of our Internet only customers thusly the customer’s pricing increased by $7.00 a month. We apologize if the customer was not aware of this increase despite our notifications in the customer’s billing statement. 

On January 21st the customer was given a credit of $12.60.  On February 12th the customer was given a credit of $12.90 and two late fees were credited to his account.  In addition to this the customer was placed on yet another discount that lowered his pricing to just $31.50 a month for six months; a 50% reduction from the current normal pricing of $62.99. 

We have reviewed his billing extensively and find no more credits are due.  We have consistently and significantly reduced the customer’s pricing from the normal standard pricing that most of our customer’s pay for the Preferred speed internet. We believe we have been more than cooperative and accommodating to the customer and suggest that going forward the customer may wish to downgrade to a lower speed at a lower rate.  

We once again thank the Revdex.com and the customer for the opportunity to respond and consider this matter resolved. 

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Revdex.com Case# [redacted]
 
We spoke with our customer directly on 7/6/16 to address their concerns. We advised her that prior to our initial voice message left on 6/30/16, we had an opportunity to review the call and determine what had been discussed regarding the new rate. We explained to our customer that the pricing provided by the Cox Representative during the call was accurate. Despite our efforts to address her concerns, the customer requested an e-mail with information for her to obtain these records. We sent an e-mail to the customer that evening on 7/6/16 with the required information and process needed to obtain the call.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Horrible service. I couldn't ask for worse. I've been with Cox since we moved in to this house almost three years ago and have had countless issues. Usually the TV is the biggest issue because it's constantly cutting out and will suddenly give us error messages so we can't watch many channels.
Most recently for over a month now I've had the opportunity to work from home which is a big deal and a huge accomplishment with our company. Since I've been home my internet has gone out give or take 15 to 20 times a day. I could lose this opportunity and possibly even my job because of this poor service. Despite my reaching out to the company there have been no attempts to resolve it on their end. I am at my wits end and I wouldn't recommend Cox Communications to my worst enemy. [redacted]

We are truly sorry to hear our customer has additional concerns regarding their Cox services. Please know, it is our genuine desire to reach a resolution with our customer. Upon receipt of this rebuttal, we did make contact with our customer on 3/23/15. During this conversation, we made an offer to send a technician to the home to address the service issues free of charge. Regretfully, upon offering this option our customer advised us they will be declining our offer and will be disconnecting services in the near future.  We are genuinely disappointed to hear our customer is considering disconnection and should the opt to change their mind we are more than happy to assist them in any way possible. Thank you. [redacted]Executive EscalationsCox Communications

We would like to thank our customer for bringing her billing 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 she 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.  We found that she had been billed the full $60.00 charge for installation for her transfer of service.  This charge has been credited and will appear on her next billing statement.  With regard to the $19.99 rate for the Essential level of Internet, it is currently only available for new customers.  As a courtesy to our customer, we applied a special discount to her service that will be in effect for 6 months which will reduce her Internet service by 50%.  The rate will be $24.00 per month for six months instead of $47.99. We want our customer to know that we appreciate her patronage and hope to have a long relationship.  We regret the difficulties she experienced and hope that we are able to regain her confidence in our organization.  If she has any additional concerns, she can contact our Customer Care Center at ###-###-####Call: ###-###-#### or contact us on our web site at [redacted].      Sincerely,[redacted]Executive Resolutions/Office of the General ManagerCox Communications/Arizona

Revdex.com Case # 10850323 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.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

This is to advise that we were successful in reaching our customer. We have agreed to 

 

cancel the video and phone services and are going to waive any charges associated with 

 

the early termination fee for the contract. 

 

Our customer is aware that we will be doing additional follow-up with the vendor 

 

involved with the initial set-up of services to insure that the appropriate coaching takes 

 

place.

 

Again, we apologize to our customer for the poor customer experience that was 

 

encountered with this service transaction. We appreciate the fact that she gave us an 

 

opportunity to make the appropriate corrections. Thank you.

 

 

Executive Resolutions

 

Office of the General Manager

 

Cox Communications/Arizona

 

My roommate accidentally added an extra "0" when she paid our bill online. It has already been paid through the bank, so we are not able to cancel the payment. When I called Cox, I spoke with a nice, but not helpful man, named [redacted] (sp?). He insisted that we would NOT get a refund for a minimum of 15 days. I explained that we do not have a savings account, we don't have a credit card, we don't have anyone to borrow money from. My roommate has -800.00 dollars in her account. We live paycheck to paycheck. There is NO other source of outcome. This is not a little inconvenient, this means no food, no gas, nothing until that money comes in, plus other bills will be rejected AND she will be charged multiple insufficient funds fees. This is insane. Cox is not a little tiny company. They are a huge corporation and are huge in technology. There is no reason this will take this long. [redacted] can see the payment, can see the credit we have with the company... Send the money back or figure out a way to get it to us faster than 15 days to 6 weeks. This is really bad business ethics.

Cox Communications offered a refund of 35% of the original amount. I have requested that they break down the $619.90 refund of the $1,750.81 in dispute. Cox Communications billed and collected a total of $1,750.81 for services they did not provide and have confirmed they did not provide. They have not taken responsibility of their double billed services and stated it is my fault. All past continues I have utilized discontinue autopay immediately after service is terminated. Cox Communication does not terminate Autopay and hopes the customer does not do so either. By doing this, Cox Communications unethically continues to collect funds for services not rendered and denies such reimbursement.
 
Sincerely,
 

Revdex.com complaint [redacted]

We are sorry to hear that the customer was not satisfied with our first response to your office.

Due to the multiple sources that the customer filed this complaint with, our Field, Network and Government Relations Team has drafted a letter response and this correspondence was copied to the customer as well.

As always, we appreciate the opportunity that the Revdex.com has given to us. Thank you.

Catherine/Cox Communications Executive Offices/ Arizona

January 7, 2014

Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that our new customer experienced with her billing. 

After a detailed review of the customer’s account and billing ledger, we can confirm that both the $25.00 returned check fee, as well as the $8.00 late fee has been removed from the bill. Our Care Center Team did a thorough review of the customer’s statement on January 6, 2014, and found that the account number submitted with payment on December 27 of last year was a digit short of the required for processing.  Our customer will be able to confirm her corrected balance owed through our website, or our Customer Service Team.  She may contact us by phone at [redacted], or via our website at [redacted] for this personal information.  Due to privacy issues, personal and identifying information cannot be posted on the Revdex.com website.  

We understand that the customer was confused on her billing status; and we sincerely apologize for the inconvenience she experienced.  We hope this information has been helpful to the Revdex.com as well as the subscriber.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

We are sorry to hear our customer was negatively impacted by an order entry error by our sales representative.  We reviewed the sales call to find that the customer was provided a valid quote. Regretfully, our representative did not complete the order as mentioned in the complaint. We...

understand that when the customer attempted to obtain the quoted services he was advised it was not available but would be called back.  On March 3, 2015, the customer was directly contacted and offered to activate the services at the quoted price. At this time, the customer did not want to subscribe to Cox television services due to their household needs. We apologized for the missed opportunity to provide television service to him. We will also be working with the supervisors of the representatives for coaching and internal process reviews. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Cox has attempted to contact me several times and from the voice mail messages that were left it sounds like they were trying to answer questions that I didn't ask.  I have not contacted them because the intermittent connection issue has been resolved for now.  Please consider this complaint resolved and if there are further issues additional complaints can be filed.

Regards,

We would like to thank the customer for taking the time to file his concerns regarding his account billing 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 were able to make contact with our customer on 12/31/15 to discuss the concerns with their account. After reviewing the account we assured our customer the appropriate adjustments were made to both his former and current Cox accounts to ensure the disconnection for his previous address reflected the correct date of 10/30/15. This correction resulted in a credit of $71.74 being applied to our customer’s new account as well as a credit of $8.00 to waive a late fee and a $50.00 adjustment for our customer’s frustration. We are confident the issue at hand has 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]

Thank You.

George

Cox Communications

We have contacted our customer and reached a satisfactory resolution.  We apologize that our customer felt the necessity to write to the Revdex.com regarding his billing issues.  We want our customer to know that we are deeply committed to being his most trusted...

provider of communication service and apologize for the inconvenience that he experienced with regard to this issue.Thank you.[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

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 will accept the response if they also credit me all late fees on my account and actually do provide me with a better rate...I haven't heard from anyone regarding that aspect.

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 will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

J[redacted] F[redacted]

We would like to thank the customer for taking the time to file her concerns regarding her promotional rate.  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 8/3/15 to discuss her concerns. After speaking with our customer we were able to come to a resolution with her account billing by placing an adjustment on the account to offset the recent increase she experienced. We are confident that we can now consider this issue 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive ResolutionsCox Communications