Cox Communications, Inc.

May 5, 2014

 

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

 

We would like to thank the customer for taking the time to file her concerns regarding the installation of additional outlets and the subsequent problem with her phone service.   Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.

 

Prior to my issuance of a one month credit for her video service the customer owed $160.76.  After my credit the customer owed $94.29 and was due on March 16, 2014.  On March 23 the customer’s next bill printed and the $94.29 was carried over.

 

In my reply dated April 8 I explained that the $59.66 was a past due balance and that the account balance after the late fee credit was $206.23 which included the past due balance of $59.66.  The customer made two payments on April 8 which brought the balance to $63.09.  Shortly after her April bill printed and the $63.09 became past due.

 

The customer’s current balance is $183.87.  The past due amount of $63.09 is due before May 13 to avoid a service interruption.  The remaining balance of $120.78 would then become due on May 16.

 

The customer’s monthly bill is $108.49.  With fees, taxes and surcharges the total monthly is $112.40.

 

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

The cox representative is incorrect, once again, on the "in depth anyalysis" of my account.  When I asked them to transfer the account to the new home, they said it wouldn't be a problem.  But upon moving a setting up the new home, we rec'd the first bill for over $500.00.  The telephone number was "slammed" and we could not use the phone for 3 days while we waited for the FCC to release the number back to us. The "new boxes" that were installed all needed to be taken out and "new" boxes needed to be installed. 6 cox techs later, the account was "transferred". I was then made aware that my new plan included HBO. The plan I transferred did not include that service, nor did we want to pay for it.  I was told that it was part of the new bundling package that was being added to our service.  I informed the representative that I was simply TRANSFERRING all existing services from one home to the other.  The service rep stated that since all of this debacle had happened, she was not able to reconnect me to the TRANSFERRED plan that we were on due to that plan being discountinued.  I was told that the new plan was going to be price locked for the two year time period and that the small increase in the plan would include HBO.  Since we were only talking about a few dollars more, we agreed since the price lock would keep us very close in pricing to our - OLD TRANSFERRED NON-HBO HAVING PLAN. I'm not sure what stake Cox Cable has in HBO but I'm sure that forcing it into plans has reaped some heavy dividends onto their bottom line.  Were simply asking for Cox to keep the price locked for the 2 year time period as agreed.

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 contacted our customer to address their concerns and are currently working to provide a successful...

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

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company.We have contacted the customer directly to address their concerns and provide a successful...

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

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 attempts to address her billing and receive the correct refund.   We sincerely regret the...

inconvenience that she experienced with our company.Upon receipt of this complaint we reached out to our customer to obtain more information.  We then did a thorough review of the account and found a correction with the billing was needed.  We made the corrections and contacted our customer to go over the additional credits given and how the credit was determined.  We also explained the credit would be refunded by check and when she should expect to receive the check.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 / [redacted]

January 4, 2016—Revdex.com complaint Michael Goul

size="3">

We were sorry to hear that a customer is unhappy with our company

and services.  As a service oriented

company, we know that our success is largely dependent upon the satisfaction of

our customers. 

Due to the concerns that the customer brought to the attention of

your company, we contacted him directly by phone and spoke to him on December

28, 2015.  We are sending the client a

follow up email so may correspond directly with us regarding his concerns.

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

us.  Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted]

"Helvetica",sans-serif; font-size: 10pt;"> In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client.  We have contacted the customer directly to address their concerns.  Our Field Supervisors reached directly out to our customer and they informed him of the time frame for service availability at his home.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]We sincerely regret any inconvenience that our customer has experienced with the Cox services.On May 27th, 2015, we were able to successlly make contact with our 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

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration.Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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] / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.comSandra C[redacted]

15739 E Mustang Dr

Fountain Hills AZ 85268

RE: Complaint ID #  [redacted]

Dear Sandra Clark :

  

This message is in regard to your complaint submitted on 8/8/2016 against Cox Communications, Inc..  Your complaint was assigned ID [redacted]

The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.

The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.

Regards, Conciliation & Engagement Specialist

Your Revdex.comMESSAGE FROM BUSINESS:
Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration.Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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] / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com
[redacted]Cox Communications, Inc. 
1550 W Deer Valley Rd
Phoenix AZ 85027 
Re: ID # [redacted] - Sandra C[redacted]
Dear [redacted]:
Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. 
We notified Sandra C[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer.  Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” 
The text of your response may be publicly posted on Revdex.com’s website.  Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer.  
We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.
Sincerely,
Yesenia Villegas|Your Revdex.com
Revdex.com
Sandra C[redacted]
15739 E Mustang Dr
Fountain Hills AZ 85268 
Re: ID # [redacted]- Cox Communications, Inc.
Dear Sandra C[redacted] ,
We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” 
Please know that Revdex.com is always available to discuss your case and review additional information. 
Sincerely,
Yesenia Villegas| 
Your Revdex.com
MESSAGE FROM BUSINESS:Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their negative experience.  It is certainly not our intention to cause any frustration.Due to the concerns brought to the attention of your office, we reached directly out to our customer.  We made contact with her on 8/12/16 and went over her complaint.  We welcome all of her feedback and suggestions to improve our service and processes.  We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately.  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] / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

January 28, 2015

 

Revdex.com complaint Richard Friend -# [redacted]

 

We were disappointed to hear of the situation that our customer experienced with our Customer Service Department.  As a service oriented company, we realize that feedback from our customers on “how we are doing” is very important to our company.  This information helps us understand where our focus needs to be for a better customer experience.

 

The concerns that the customer brought to your attention have been forwarded to the appropriate leadership team for further review and follow up.  We have also reached out to the customer directly to offer further assistance with this situation, if needed.  Thank you for bringing this opportunity to our attention.

 

[redacted]/Cox Communications Executive Offices/ Arizona

July 28, 2015

To whom it may concern,

This is a brief description of me being stalked by a COX Communications/ Advantage Cable employee. In April of this year I was laid off from my job. During this time I got behind on my cable bill. I am not sure of the exact date but sometime between April 15th and April 25th. Cox sent a technician to my house. The man knocked on the door and told me if I did not give him the past due amount that he was there to shut the service off. I told him that the service had already been temporary disconnected and I told Cox when I got my first unemployment check that I would catch my account up. He stated that he will permanently disconnect the service. I told him to go ahead but that he was very aggressive to be a technician. He did something at the box and left. He returned to my house the next week and said that he was there to pick up the equipment. I told him the equipment would be returned but I did not feel secure with him at my house and that he would have to leave. He started saying the amounts I would owe and I closed the door. That same week sometime between 6pm and 8pm he returned to my residence and left a yellow door tag stated that he came by and it had the equipment checked that needed to be returned. The next day I called Cox and spoke with a very nice lady. I explained to her what happened. She apologized and offered me a free month to reconnect and assured me that this situation would be addressed and that technician would never return to y home. On July 27th at approximately 6pm this same man came back to my house. I was outside with my children and neighbors. He pulled up really fast and jumped out his car and started saying racial slurs. At that time he went to the same place he disconnected the service at and did something. He still was just saying random slurs and just rambling on. I called cox while he was there and was informed that there was no work order for my residence at that he had no business being there. My concern is that I am a single parent and this technician for some reason is stalking me. The first time he came I took pictures of him because I just could not believe his behavior. I feel he kept coming back because I had not called and complained. Now there is harassment as well as stalking. This man knows where I live, my name and whatever personal information the technicians have. I don’t know if he has been watching my home. I have no idea what he did at that box. I will like this matter immediately addressed. I will also like to know his name as I have to get a restraining order because I have no clue what he is capable of. I have to also uproot my family as we are no longer safe at our own home.

I do have photos of the most 2 aggressive times he was there as well as pictures of his license plate.

Thank You

[redacted] complaint# [redacted] We were sorry to hear that the customer is having difficulty with the services from our company. We contacted the subscriber and we were advised to have a Spanish speaking agent call her to discuss her concerns....

 Our employee [redacted] did attempt to contact the customer and left a message and his direct number for the customer to contact us at her convenience.   We will assist the customer with all of her concerns when it is convenient for her to speak with us.   [redacted]/ Cox Communications Executive offices /Arizona

Hello,
I have never received a phone call or a voicemail from Cox.  The phone number on both accounts should be ###-###-####.  I was hoping that Cox would offer some sort of compensation.  I recently received a bill and there were no adjustments as the bill is what it was last month even though again I was told it would be about $10.00 less.  As far as receiving a letter, by calling Cox I am on hold with a rep. longer than anyone should have to hold. 
Sincerely,

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any...

inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and have provided 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. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

September 9, 2014

 

Revdex.com complaint # [redacted]

 

We were sorry to hear of the delay that our customer recently experienced with the connection of his Internet service.  Due to the complaint filed with the Revdex.com, a thorough investigation was...

completed on the account.  Our records indicate that because our technician could not locate the cable line in the outside pedestal, the installation was not completed as originally scheduled.

 

Our records also confirm that our Field Team was able to connect the line for the customer on the 5 of this month, and the customer’s service is up and running.  We want to advise that normally in a situation such as this, the customer would be notified of the problem and advised of the estimated time of repair.  We were distressed to hear that the customer was given the wrong information from our Care Center agents.  We want the Revdex.com to know, as well as the customer, that this feedback has been forwarded to the appropriate leadership for further review.  We have also credited the installation fee, and the first month of service in lieu of the delay he encountered with activating the data service.

 

We hope that this information has been helpful.  Our company always appreciates the opportunity to assist a valued subscriber.  Thank you.

 

[redacted]/Office of the General Manager/Cox Communications Executive offices/ Arizona

 

We would like to thank the customer for taking the time to file his concerns regarding his Internet 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 customer’s concerns with...

the connectivity of their Internet services, we have conducted a full research of their account to gain a better understanding of the issues Mr. [redacted] presented in his complaint. Upon completion of our research, we were unable to find evidence of an Internet service outage for his area in the month of November. We reviewed our database for their Internet equipment and we did not see indication of an Internet connection issue. Also, we researched the account notes and the access log for this account and found the first call made to us advising of issues with his Internet service was on 11/21/14. A member of our Executive Escalations Department spoke with Mr. [redacted] on 12/4/14 where we explained the information we gathered from our research of his account. We spoke with our customer again on 12/8/14 and explained to Mr. [redacted] that while we do not have sufficient evidence to support an account adjustment for the full month of November, we would be happy to provide an adjustment from 11/21/14 to 11/30/14 for his Internet service as a courtesy. Unfortunately, Mr. [redacted] opted to decline this offer. Our customer is aware we have no documentation or evidence of service issues nor any contact from him prior to 11/21/14 to allow us the opportunity to correct any issues. 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, services, 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 been a cox subscriber for about 20 years. I have auto withdrawal for my monthly fee. earlier this year a guy from cox came to my door and said I could upgrade my service for about 3 years worth of a $5/month commitment. I signed up, as my wifi was slow. a few days later two guys showed up, did whatever they do, installed some new equipment, and we had better wifi coverage all over the house, which was great. until cox took $320.47 out of my checking on 07/24/2015. when I called they said it was for equipment I still had at my house. I was shifted around between SIX departments explaining this over and over and never got an answer. a month later I called back and nothing had been done. they claim I have equipment at my house which I have no idea about. I told them to come and take whatever they think I have there. they took one modem and still held almost $200 from me saying I still have some other equipment. I don't know what they think, I am hoarding it or selling it on ebay or what, but I have no equipment. I have no idea when the technicians come change things here what they take or leave, I just let them do their job. they never got back to me about the remaining piece of equipment which I have never seen and they claim I still have. I don't recommend cox to anyone after this poor business practice toward any customer, let alone one as long as I have been a customer. they will shift you from telephone person to telephone person saying their canned responses to try to shirk you off on someone else.

We would like to thank the customer for taking the time to file his concerns regarding his account. 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 have made contact with our customer...

and are currently researching their concerns. We are currently working with our customer and are confident that we will reach an amicable 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted].Thank You.Executive EscalationsCox Communications

The package that I ordered at the time was for 100 MB of Internet data along with TV cable and a home phone. The first two days that I had the service I couldn't receive a signal for the Internet, I contacted Cox about five times between the dates of January 7, 2016 and January 27, 2016 in regards to my Internet service not working properly. I had ordered the 100 MB Internet package and it would never get to its full capacity speed, I was only receiving approximately 10 MB of data from the moment that I got the Internet services. Although they did get the cable television services to work properly after the second day, I would still call over the phone and they will troubleshoot things with me to try to get the Internet working properly. It still wouldn't work. I would then have to call back and have a technician come out to try to have the Internet services to get up to 100 MB. The only service that ever worked properly was the telephone. The last time I called Cox communications for my Internet not working up to 100 MB was the date of January 27, 2016 at that time the technician that came told me that Cox doesn't even offer the services of 100 MB in my area and he wasn't sure they even sold me the data plan because I would never be able to get that speed in this area. Therefore, the date of January 27, 2016, I called Cox to have my services disconnected because I would never be able to get the 100 MB speed that I ordered""I advised the cox representative to have my serviced terminated. The representative that I spoke with credited my account with $68.00 for Internet fees which left me with a balance of $79!, and told me that I would not access an early termination fee due to the service not being offered in my area and because I only had my services for less than a month"My question to you is why adverting 100MB cox speed internet knowing that cox did not even had the equipment to accommodate customer??

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 the business performs this action and, if it does, will consider this complaint resolved.Regards,[redacted]