Cox Communications, Inc.

We sincerely regret to hear that the previous issues had returned. We have since worked with our IT department and with the customer directly to facilitate a resolution. On 8/25/15, we confirmed with the customer that their services have been corrected. We are confident that we have successfully addressed our customer's concerns resolved the issue. Should the customer have any issues with the Cox Online Backup service moving forward, they are more than welcome to contact us directly for any further assistance.  As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.   Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are sorry to hear our customer is having problems with her services. We have attempted to contact the customer on August 11 and August 15, 2016 but have been unsuccessful.  Once we are able to verify the account, we can address the concerns and provide a successful resolution.  You can also contact our technical support service at (623)594-1000 to schedule appointment to activate the additional outlet requested.  Out technical support is open 24/7.   
 
Thank you for your time and consideration.
 
Lawrence E.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

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.  After extensive research of the customers service address we have verified that the residence has not had Cox services delivered to the property dating back to the first contact in 2002.  There have been several calls over the years requesting service, however, this will require a plant extension to the property.  Our customer has been provided with the details of what will be required to provide residential service at this point.  We have also recommended that the customer contact the Cox Business group to set up business service as well. 
 
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 Resolutions
Office of the General Manager
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.

there is no apology for terrible service.

Revdex.com Case # [redacted]
 
We have attempted to contact our customer directly at the e-mail address and telephone number provided on 4/20/16 and 4/22/16. Once we are able to speak with the customer, we can address their concerns and provide a resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

May 8, 2014
 

Complaint ID #...

[redacted]
 

We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly billing and customer service concerns.  We are sorry to hear that the customer experienced difficulty in trying to make changes to his account.  We hope that the information provided in this response will serve to clarify Cox’s position on this matter. On February 20th of this year, the customer contacted our company regarding his monthly pricing.  He spoke with our Customer Loyalty team who applied a 20% off discount for the following 12 months. The customer was then transferred to billing in order to change the due date of his payment.  He spoke with a billing representative who changed the due date as requested.  When the customer requested to change is due date on February 20th he had a previous, past due balance of $70.99, that was due and payable for service charges from January 7th thru February 6th by February 1st.  The customer also had a current balance of $62.99 for services from February 7th thru to March 6th due by March 3rd. When the customer received the 20% Loyalty discount there was a prorated credit that applied immediately to the past due totaling $15.54.  When the customer changed his due date there was an additional prorated credit of $18.48 that applied to the past due.  Changes to the due date always go into effect on the following billing statement. It is because of confusion such that happened with the customer’s account that we do not permit the change of due date until the customer has brought their account to a current status.  We have provided the appropriate coaching to the representative who made this change. Below is a breakdown of the monthly charges, prorate credits, and any payments from when these changes occurred:
 

Feb 8th statement balance                                           $133.98

Discount prorate credit                                                 -$  15.54

Due date change credit                                                 -$  18.48

February 21st payment                                                  -$  62.99

Remaining charges due by March 3rd                        $  36.97
 

Since the customer elected to have his due date on the 18th-21st of each month, another bill generated on February 23rd for service charges from February 24th thru March 23rd for $50.39.  This balance was due on March 21st.  We are sorry the customer believes they were misled.  The account in question has consistently carried over a previous balance into each billing cycle. The customer would have had to bring the account current, paying $62.99 for his then current charges due on March 3rd and the prorated $36.97 for previous charges that were due on February 1st. We do not show support to credit the account a full month’s services but are happy to honor the credit of $20.00 offered to the customer on April 18th.  This credit has been applied to the account.  Thank you for your time and consideration. 
 

Respectfully,
 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

August 14, 2014

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[redacted] Complaint #[redacted] – [redacted]
 

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 [redacted] regarding her payment issue.  We sincerely regret the inconvenience that she has experienced with our company.
 

Upon receipt of this complaint, we performed a complete review of our customer’s account.  Our records provided the following information:  
 

1.      6-07-14 – payment in the amount of $89.55

2.     6-23-14 – payment in the amount of $231.96

3.     7-07-14 – payment in the amount of $231.96 was returned
 

We are forwarding copies of the account ledger that show these transactions.  Our customer was not billed twice.  The account was debited for the check that was returned.  As a courtesy to our customer, we applied a $25.00 credit for the returned payment fee.
 

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.   If there is any way in which we can be of further service, we ask that she contact our Customer Care Center at ###-###-####.  Thank you.
 

Sincerely,
 
 

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Revdex.com Case No. [redacted] – Mr. [redacted]
 

May 6, 2014

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We would like to thank the consumer for taking the time to file his concerns regarding the Early Termination Fee (ETF) he was charged on his former Cox account.  Please let me begin with an apology for challenges that he has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.    
 

The customer contacted Cox by phone on January 10, 2014 and signed up for the Cox 24-month Price Lock Guarantee.  The Price Lock Guarantee (“PLG”) locked the customer’s rate for specific Price Lock services at no higher than the non-discounted retail rate in effect on January 10, 2014 for the duration of his 24-month contract term.
 

Prior to adding a Price Lock to a customer’s account, Cox representatives read a mandatory script explaining which services are price locked, the term of the price lock contract, the amount of the early termination fee (ETF), and how to opt out or cancel the contract within 30 days, without incurring an early termination charge. The Cox representative informs the customer that a copy of the PLG contract is available online 24/7 at www.[redacted].com and will also be included in the customer’s next billing statement. The customer is required to confirm their acceptance of these terms and conditions prior to being enrolled in a Price Lock offer.  The customer did receive a copy of the Price Lock contract with his January 12, 2014 billing statement.   
 

We apologize if there was a miscommunication regarding this offer.  If the customer should return to the valley next year, we ask that the he carefully review his billing statement for the information provided so that he can contest the PLG within the 30 day dispute timeframe.  We understand that the customer was only staying in the Phoenix area for the winter months and returning back to his home in Minnesota for the summer.  Due to the misunderstanding, Cox releases the customer from the terms and conditions of the aforementioned agreement including the ETF.  A credit has been placed on his account for the ETF in the amount of $215.62. 
 

The customer has a credit balance on his account in the amount of $29.23 and a refund check will be mailed to his summer home in four to six weeks.  We are sorry for the inconvenience this has caused our customer.  We hope to regain his confidence in our organization.  If he should require further assistance, he may contact our Customer Care Center toll-free at ###-###-####.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

We would like to thank the Revdex.com and the customer for the opportunity to respond to the customer’s concerns.  It is always our goal to provide exemplary services along with competent and respectful customer care.  We sincerely apologize that the customer does not believe this to be the case.

Concerning the customer’s reported interactions with our technicians we take these allegations very seriously.  We had one of our Risk Management representatives go out onsite to address these concerns with the customer.  Since the customer still has complaints regarding this matter we will have our Risk Management team reach out to the customer to provide additional support.

We apologize for the customer’s continual reports of service issues.  We have done extensive line work including giving the customer the direct contact number for a Field Service Manager.  We will be happy to continue to support our services and we want to address her service concerns but realize that may not be possible in every instance.  In consideration of the customer’s reported concerns we have applied numerous service credits and will be willing to let the customer out of their service agreement without penalty should the customer choose to meet their entertainment and communication needs with another provider. 

We have credited one month of the customer’s normal monthly billing as a final credit consideration for the customer’s reported service issues.  We look forward to working with the customer to address any service issues and regret the difficulty she has experienced.

Thank you,

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns with...

their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unable to speak with our customer directly, we were able to research their account to review a possible resolution. Upon research of the account, we were able to determine that due to transferring services to a location that is provided complementary cable services, our customer is going to lose the three product promotional discount they were set to receive until December of this year. Although three product discounts are not eligible for accounts receiving complementary service, we were able to locate two single product discounts that will provide our customer with a new 12 month discount that will provide them with a lower monthly rate than the one they had been receiving prior to their service transfer request. We are confident that the promotions we located will provide the resolution our customer is looking for. 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. Thank you. [redacted]Executive ResolutionsCox Communications

We are sorry to hear our customer's concerns with the billing were not fully resolved. We reached out to the customer on June 17th, 2015 to address his concerns and work towards a resolution. With the assistance of our back office support team, we were able to find alternative options to provide a comparable monthly rate. On June 18th, 2015, we spoke to the customer again to advise him of the new monthly rate. The customer agreed and accepted the new monthly rate. We are confident after speaking with our customer that we have been able to provide a successful resolution.  As always, 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

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

We would like to thank the customer for taking the time to file his concerns regarding his Internet service and account...

billing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
Upon receiving this complaint we were able to make contact with our customer on 1/12/16. During our conversation we were able to come to an agreement on an account adjustment to waive the disputed installation fee. We are confident the issues at hand have 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
Executive Resolutions
Cox 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.

 

Regards,

The long Distance call referenced was not made by me or this phone. I do not know any one in the State they say the call was made. I have had that land based phone for about 9 years and have never used it for long distance. I use my cell and I was not informed that they had removed that charge from my bill when done please assure me that you did as you say.

     The original complaint was ,see details for specific details, that they has not given any justification as to the increase of 25% and also the reduction of internet speed in less than 2 months. They can say this is a general increase . I don't believe it. That would be the quickest way to have a large exit from there services.

This is in response to the customer’s comments on our initial rebuttal to the response that we submitted on June 19, 2014.  The notes are as follows:

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

We stated in our response that we will entertain her claim when “she” provides a letter from her financial institution.  She has only provided us with copies of her bank statement that do not identify how the payment was processed.  They only support that the payment cleared.  They will need to tell us exactly what type of payment and where it was sourced.

Again, we have provided all of the details to support the payment processing from our records.  We have very specific coding that is required for the type of payment that she is referencing and these codes were not used on this transaction.  This is not in alignment with what the customer states.  Based on what we have previously advised, there is nothing further that we can do at this time.  If there is any way in which we can be of further service, we ask that she contact our Customer Care Center at [redacted].  Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Since moving to a new residence, I have had to call Cox 7 times in a month's time all involving my password either not being recognized or "already used" because I had an online account but instead of just the address, I was forced to waste my time by recreating a new account for the same exact account number. They were called about this issue 4 times. Additionally, their "24 hour technical support" is an automated voice. THIS DOES NOT COUNT AS 24 HOURS. A PERSON is support NOT a computer. Finally, my problem has still not been resolved, I cannot enter my online account forcing me to pay the less secure way - over their, again, automated system. This may result in a fee from my bank. All, in all, Cox is the worst when it comes to caring about the customers' needs. No wonder people switch from them to get more expensive internet elsewhere. I would rather pay more and talk to someone who cares than get the runaround from an outsourced employee.

Opened a new account two days ago. Technician left without properly installing filters on the modem. Internet and TV have now been down for the entirety of ownership. Have called to schedule appointment and diagnose problem several times. No solution wa found and personal business and schooling for both my wife and I are causing finished production. The fact that the tv doesn't even work is appealing to say the least. Internet difficulties are bound to happen which is understandable, but writhin 12 hours of install is not. This company fails to maintain an aging network and the Revdex.com rating of a plus is significantly off key. Negative experiences are forcing me to discontinue service as no reparations or help has resolved issues with my system.

[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. The business has performed this action and I now consider this complaint resolved.
Thank you.

Regards,

We sincerely regret that the customer is still not satisfied with the information that we have provided to her regarding her account concerns.   While our Corporate IT Department has confirmed that the customer’s emails are not being affected by our servicers; the subscriber does not agree.  We offered assistance to her by phone or at her home, but she declined.   Should she change her mind, she may contact our Technical Support Team at ###-###-####Call: ###-###-####.  We are available seven days a week, 24 hours a day, and 365 days of the year.  It is always our goal to address and resolve all concerns that a customer brings to the attention to your office.  We are sorry that the customer is not accepting of the information that we provided regarding her email concerns.   Thank you. [redacted]/Cox Communications Executive Offices/ 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,