Cox Communications, Inc.

Revdex.com #[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 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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I have unfortunately been stuck using COX for 5 years now. Horrible. Sketchy quality in internet and every single month they up my charges. I used to pay $35/mnth for internet... now they are trying to charge me $70 for the same quality of service. They will let me go onto a new promotion but it always expires after one month. Thieves, that is all they are.

This amount is too much for basic internet.  Since we have no other option we have to pay.  How do we return the modem and get our own?

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution.Thank you for your time and...

consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding his cable services.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.Regarding the issues outlined by Mr. [redacted],...

we did speak with him on 12/19/14 to address these concerns. During this conversation, we arranged for one of our field technicians to visit the home on 12/20/14 to resolve the issues with our customer’s services.  On 12/22/14 and 12/23/14 we attempted to reach Mr. [redacted] to follow up with him following this repair appointment but we were unsuccessful in reaching him at ###-###-#### on both attempts. Should our customer still be experiencing these cable service issues following this appointment, they are welcome to contact me directly at ###-###-#### EXT: [redacted] and we will be happy to assist them further. 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 Resolutions Cox Communications

Revdex.com #[redacted]
We would like to thank the Revdex.com for giving us the opportunity to...

address the service call scheduling concerns that our client brought to your attention.  It is never our intention to cause frustration for any of our customers.
We did make contact with our customer on February 24, 2016 to discuss his concerns.  We were able to verify that his service issues have been resolved, and our records confirm that we reached resolution in less than 48 hours.  Our company has not refused or denied him service.
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.

[redacted]Cox Communications, Southwest Region

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.

Cox gave me a price I liked using a promotional rate which I thought would be my rate for two years. If I misunderstood the details of what they were offering, then I'm sure many others have experienced the same issue.

I went back and checked, and no where on my online statements does it state "6 month promotional period" next to the $37.79 Internet charge. It just says "Preferred Internet Service (Promo Rate)".  How am I supposed to know that my rate would go up after 6 months? It's confusing.

Had Cox's customer service rep told me that my bill would be $60+/month after 6 months, I never would've agreed to a two year contract. I've been paying between $30-40 with Cox for the last few years, and I was happy with that. The least Cox could do is give me the same rate I agreed to in December or decrease my Internet speed so it goes under $40.

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.

 

Regards,

 

 Thank you for all your help in this matter, at least you received a reply.

However I would like to set the record straight on a few items.

 

Apparently I did speak to [redacted] the second time I was there, but since he did not identify himself as the manager, nor did he give me a card I really didn't know.

I requested the manager call me. Which he did not do. or even the courtesy of a reply to my letter.

I understand Cox had cancelled my 6 months quote and have given me a new promotion of 1 year at $67.60.1 assume the expiration date of March 2014 is another mistake.. One year would expire March 2015.

1 would like written confirmation as to the correct date of March 2015.

I also do not understand why they did not keep the commitment of $68.31 for even 6 months! My last statement was $70.27.. .Why?

Obviously quotes do not mean much if you don't have PLG.

Again my thanks to Revdex.com.

Sincerely.

I called Cox Communications on Sept. 23, 2016 and requested my business phone to be shut off. I talked to Eric. I was given the run around and asked personal questions about my internet usage. What I use the internet for and if I access social media. When I would not answer his questions and told him it was none of their business, he threatened not to service my account or disconnect my phone. I was persistent and repeated several time my request to have the phone disconnected. He was argumentative and giving misinformation about my internet usage & service. I finally gave up and set the phone down. He called back, saying that they could not complete my request if I did not stay on the line. I was billed for phone service again the next month. I called back on Oct. 18, 2016 and requested my phone service be disconnected again. I got the same run around from Alisa, asking me about my internet usage and what will I do in an emergency without a home phone. Once again, I told them it's none of their business and I am not required to give them personal information. She told me that I have to answer all the questions before she could grant my request to disconnect my phone. I refused. Then she said I needed to turn in the modem and I wouldn't have internet. She stated that her system was giving her an error on my modem and I told her that's because I unplugged my phone from it. She continued with the error conversation and I told her fine, I've been renting the modem from cox and since it's having errors and they no longer wanted to collect the rent, I will turn it in & buy my own modem. Then she put me on hold and came back with this "great special offer". I can continue to pay for the phone at a lower monthly rate and therefore keep my bundle discount. I said no, please disconnect the phone.. She said "you don't have to use the phone, just pay for it every month and your Cox bill will be lower. I said no, please disconnect the phone. Then she went into a whole argument of "why would you want to disconnect the phone and pay more". I just kept repeating, please disconnect the phone. She kept repeating "why would you want to disconnect the phone and pay more". Finally, with some derogatory comments about my intelligence, she finally said she disconnected the phone and I can continue to rent the modem.

Both times I called and got this same run around, misinformation, trying to gain personal information about me and what websites I use, threats about my level of service and derogatory personal comments. This from 2 different people. Cox Communications must be training their agents to be obnoxious, condescending, argumentative and keep people on the phone as long as possible, in hopes they will get upset and hang up the phone. There by, not making the requested changes to the level of service that the customer is requesting. This business practice needs to stop!

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.

 

Regards,

 

 I would like to make one more reply to [redacted] through BB as I have no way to contact her.

I don't what documentation she refers to but if she would look at the original quote from the salesman [redacted] and also the manager [redacted]. It was for $68.31 for 2 years including local and LONG DISTANCE.

 

They obviously intend to renege on the 2 years AND the inclusion of long distance.

 

Looks like I will be using my cell phone for all long distance.

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding her issues with her installation charges and monthly rate.  We sincerely regret the inconvenience that she...

experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account.   We found service was ordered on 8/14/14, the account opened on 08/16/14 but due to issues with the service didn’t actually start until 8/18/14 and started on /16/14. Our records indicate the customer was charged $30 for the installation but on 8/14/14 a $25 credit was also given leaving $5 owed for the installation.   Per the order the monthly rate was $80.48 plus tax.  On 8/16/14 our customer contacted our office to let us know the service was not working.  A technician visited the home and the customer was billed for the visit.  Half of the charge was removed on 10/1/14 the other half was removed as a result of reviewing the account for this complaint.  An adjustment to the bill was made to correctly reflect the time the customer had services.   We sent a letter advising the customer of the updated account balance and adjustments made.       We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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 had cable/internet service for over 10 years with Cox Communications. The main reason is because I have never had to sign any contracts like you do with other satellite companies. I recently cancelled my service because I moved to a place that already had service. I was told that I would incur a $160 early termination fee. I was surprised at that and asked why. They said because I was in a 2 year price lock agreement. I signed onto my account and clicked on the agreement tab and it said I have no signed agreements. I let a representative know I never signed up for this and they informed my that no signature was required to sign up. Apparently, when I moved prior and turned in an extra cable box, the sales associate that took that also signed me up for this price lock and failed to tell me so and that I would incur a fee for cancelling early. I couldn't believe it. On top of that, Cox did absolutely nothing to remedy the situation. Needless to say, I will never have service with them again. Be careful when you sign up for service! You do not need to sign any contract for this price lock but they will still charge you an early termination fee. Isn't Cox the one that advertises "no contracts"?!

[redacted] Case # [redacted] It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and...

telephone number provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

July 7, 2016
 
...

Revdex.com complaint # 11544430—[redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, we contacted her directly to discuss the details. 
 
At this moment we have resolved the customers billing concern in a satisfactory manner.  The client has our contact information should he wish to contact us directly.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Luis/Cox Communications Executive Offices/ Arizona
Tell us why here...

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.

Cox has made no real attempt to resolve my situation.  In her response, [redacted] states:  

Due to the large amount of detail and the extended time frame covered in the complaint from the customer, we attempted to reach him directly regarding his billing concerns.  A detailed message was left for the subscriber; and we asked him to contact us at his convenience.

 I received a voice mail from [redacted] last week.  I called her back on Thursday and left a voice mail.  I have continued to attempt to reach and had left her a voice mail for 6 consecutive days and she had not responded to any of my calls until this morning.  she said she had to further research into my situation and nothing was resolved.

She then goes on to state: 

 the customer states that in August of 2013 he was offered a promotion that would give him the Expanded Cable (free) at Starter package rates.  Our records indicate that in September of 2014 our Customer Service Team advised the subscriber that we did have not offered a promotion that would provide the customer with free Expanded cable services.  This information was confirmed by our Marketing Team.

What I was told was that I would get channels 2-99, excluding digital channels as long as I kept my internet through Cox.  At the time, my Cox service had been shut off, but after this agreement was made, my internet and channels 2-99 were turned back on.  When my service was disconnected in November, due to Cox billing errors, my full service was returned again.  If this was not the case, why was I not charged for TV service until August?  My bills all indicated I was receiving cable service for zero charge.  and why did they turn on channels 2-99 when they reconnected my service on both occasions?  If there marketing department did not have such a program, why was a receiving my cable for a zero charge on each bill and why was I not informed when charges began.

She then states:

Further review of the account indicates that the customer *currently subscribes to Expanded Cable and Preferred Internet Service, and is paying $99.82 per month, due to a promotional discount.

Now if I was actually receiving expanded cable service, that would be one thing, but Cox shut my expanded cable off on September 8, then started charging me for expanded service without ever turning the expanded service back on, so basically they have been stealing money from me since that time.  I have explained this several times, but it has been well over a month now and the problem has still not been corrected!  [redacted] said she was going to have someone check to see if this was the case and would call me later today, but that is not the case.

She says late fees were reimbursed, but the reconnect fee was not reimbursed.  None of this was broken out on my bill, but [redacted] acknowledged that the reconnect fee would be reimbursed to me.

I have not received paper statements for the last several months.  A few months back I received a letter from Cox stating.

At this point, I am still very unhappy.  Cox has now been charging me for expanded service for 7 weeks, while not providing service to me, so they have basically been stealing money from me.

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.

 

Regards,

 First, [redacted] from CC said that the reason my bill is higher is because the old bill amount transferred to the new account before I paid it. She could not respond when I told her that I had paid the previous bill or why I would still owe the higher amount.

Second, I CANNOT access 6 months of my prior bills on cox.com.  I tried, I asked [redacted] why I cannot and she did not answer me.  I realized after, that they must have changed my account number when I moved and this may be why.  [redacted] should have known this as should the person who replied, what seems like a form letter, to my complaint.

I need to see the details of every bill for the last six months.

Also, this response didn't address the fact that when I called about internet problems in August, I was talked into adding the phone line and was told it would lower my bill $20. per month and was free as a promotional deal.  [redacted] said she sees nothing on my account that I ever spoke to anyone and said that the "promotional" people do not communicate with the "billing" department. I need to know what the truth is here.  Was I scammed into the phone?

Even if I ordered POV movies, I did not order, $50. worth.  Those movies were not listed on my current bill that is so high.  If I ordered movies, why aren't they showing on the bill?

We would like to thank the customer for taking the time to file her concerns regarding their account and experience with our customer service.  It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. ...

After a detailed conversation with the customer, we have satisfactorily addressed all of her concerns.   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 ###-###-####.  We appreciate the opportunity that the [redacted] has given to us to assist our customer.   [redacted].Executive OfficesCox 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 feel they are merely trying to get you out of the resolution process. they committed fraud by telling me my plan was only 38 dollars till I reinstated it. turned out it took me off my long distance plan, it took me off my plan period and it also cost me months of billing without any services. I expect cox to review the recorded conversation and reimburse me for everything including all my time lost. A letter is not sufficient. especially when when it removes the 3rd party from the negoitations 

Regards,

We would like to thank the consumer for taking the time to file his concerns regarding the monthly rate on his Cox account.  Please let me begin with an apology for challenges that he has had in resolving his concerns.  We take great pride on providing top-notch customer service to our...

customers and we hope that this information will provide him with the facts that he is seeking.  · The customer contacted Cox by phone on January 6, 2014 and spoke with our agent.  Our agent went over pricing options with him and placed the customer on a special campaign to reduce his monthly Internet rate by 50% for six months.  At the time this campaign was placed on the account, the Preferred Internet service was $55.99.  This was to provide him with a monthly rate of $28.00 per month for Internet for six months; expiring on July 7, 2014.   His January 12, 2014 statement reflected the $28.00 monthly rate.· January 14, 2014 – the customer called and disconnected his cable service and the Internet discount campaign was also removed from the account. · February 2014 -- Cox increased our rates and the Preferred Internet service was now $62.99 per month.  We provided the rate increase information to our customer on his February 13, 2014 statement.· March 19, 2014  -- Customer called our Care Center regarding the higher rate on his Internet service.  Our agent credited the account for the difference on the February bill and filed a ticket with our IT Department to add the 50%/six month campaign back on the account. · April 14, 2014 – Credit was applied to the customer’s account to bring his monthly rate to the campaign price while our IT Department worked to reinstall the 50% six month campaign back on the account.  This credit covered the pricing for March 2014.· June 27, 2014 – IT applied the six month campaign, retroactive back to May 12, 2014.  Retroactive credits were placed on the account backdating and covering the differences in the monthly rate for May 12 – July 11, 2014.· The customer currently has the 50% off/six month campaign on his account providing him with the monthly rate of $31.50 = 50% off the current* Preferred Internet rate of $62.99/month.  This campaign will expire on November 11, 2014 and the rate will increase to the standard rate at that time. As outlined above, Cox has committed to providing the customer with additional discounting beyond the six month campaign as was added in January.  As of this date, he has received discounting for five months and will continue to receive the discounts through November 11, 2014.  It is our hope that the information we have provided will assist in the resolution of his dispute and regain his confidence in our organization.  He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us and we appreciate him. For future assistance with any other issues that may arise, he may call our Customer Care Center at ###-###-####Call: ###-###-####. Thank you. [redacted]Executive Resolutions SpecialistOffice of the General Manager*All of Cox rates are subject to change.