Cox Communications, Inc.

We would like to thank the customer for taking the time to file her concerns regarding their account billing.  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 12/28/15 to address their concerns. During our conversation, we assured our customer that the recording of her conversation with the agent in question would be reviewed for coaching purposed. Additionally, as a one-time courtesy we have waived the disputed charge for the recent repair visit. We are confident the issues 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]

George

Executive Resolutions

Cox Communications

[redacted] Case #[redacted] We are sorry to hear our customer is negatively impacted by concerns with promotional pricing. We did recently try to reach the customer by telephone and were unsuccessful. We sent an email in an attempt to make contact. Once contact is made, we can view the...

account to assist with the concerns the customer has listed.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

This is in response to our customer’s rebuttal to our previous response.  Again, we apologize for the inconvenience that he has encountered due to these concerns. We understand our customer’s position with regard to our payment system, but at the present time there are no plans to make any changes.  His concerns have been escalated to the Corporate team that is responsible for these processes. With regard to our customer’s concerns on the opt out process for the enhanced error results, this is being investigated one more time to insure that the customer’s request is being honored We would like to confirm that the promised credit has been applied to the account as of 8-14-14.  In addition, the reconnect fee and the payment processing fee were also credited as of 8-20-14. If our customer should have any additional questions or concerns, he may contact our Customer Care Team at [redacted].  

Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

Dear Mr. [redacted]
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to disputed charges for cable service.  We have conducted a thorough review of your account and have...

determined the following:Our records show that on June 27, 2014 you installed Cox Essential cable at the promotional rate of $24.99 per month for 6-months.  This promotional  rate expired on December 26, 2014.
On December 31, 2105, you contacted our customer service team to dispute the charges for the Essential cable service.  At that time, you were advised that the charges were valid as you did not dispute the charges within the first 30-days of billing.  Cox had already billed your account more than a year for the disputed services.  In addition, this level of service does not require equipment for viewing.  Therefore, we are unable to determine whether or not the services were utilized during the disputed timeframe.  As outlined in your monthly billing statements " Payment of your Cox bill confirms subscription of services and possession of Cox owned equipment listed on your bill.  Based on this information, we must respectfully deny your request for reimbursement.
Cox would like to apologize for the inconvenience we caused you on January 2, 2016 by not meeting our commitment to having a technician at your home during the scheduled time of 8-10am.  As a result of this failure, today (January 18, 2016) I have applied our $20 "On Time Guarantee" credit to your account.  This credit will reflect on your next billing statement.
Please feel free to contact me directly with any additional questions and/or concerns regarding your Cox account.
Best Regards,
Sylvia L. D[redacted]
Executive Office of the Regional Manager

[redacted] Case # [redacted] We are sorry to hear of the issues our customer has had with their service and our customer service. We have attempted to directly contact the customer by telephone and e-mail at the contact information 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

Revdex.com #[redacted] We...

would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed our customer’s account.  Upon completion of our investigation, we found that our customer was put on a two year campaign that included a 24 month Service Agreement.  The promotion he is on included a $30 step up for months 13-24.  This campaign was added on a previous account and transferred with him when he relocated. While we cannot support his claim citing he was not informed of the step up, we were able to add an additional promotion to his account that will discount his billing an additional $15.00 off per month for 12 months.  Because the step up started on 5/1/16, we have added and backdated this additional promotion to reflect the date of the change. 
Once again, we would like to apologize for the frustration that the customer has experienced. 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. Jaimi / Executive Resolutions Office of the General Manager Cox 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 [redacted] regarding her attempts to be sent a refund of the remaining credit balance on her account.  We have...

worked with our Collection office to refund the credit to our customer.  Our customer is aware a check will be mailed to her.We want our customer to know that we apologize for the inconvenience that she experienced with regard to this issue.Sincerely,[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 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,

[redacted] ([redacted]) Or [redacted]  

I was informed that the letter to Revdex.com would be details of the phone conversation we had. It was agreed Cox Communications would repay 1/2 of the charges that were paid from January 2015 to current. And the current charge of $247.00 would be completely credited.

Cox Communication left me a voice-mail on what they thought was the issue and that they would investigate their theory.  I have since called the number given by Cox three times and theyou have not returned my call.  According to their recording,  they return calls within 24 hours;  however,  after a week, I still have not received a return call.  All of my calls to Cox has been within normal business hours.  The theory they left on my voice-mail was inaccurate.  They stated I "may have had two had two specials " and one expired.  But that is not true.  I only had one special which is the price protection plan - no other discounts were on my account.  Because Cox will not return my calls, this issue has not been resolved.  I hope you can assist with a resolution.

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.

 The amount of my billing far exceeded the price lock guarantee.  The response from Cox was mostly correct but was not what I was billed, and the 3 month  partial  lcredit for internet service was because they disconnected the internet service without my request or approval. I guess what I am trying to say is that Cox Comm routinely lies to customers about price llocks, and tries to fool the [redacted] with doubletalk and while the numbers they are showing [redacted] are the correct amount, the actual bill was much higher and are not the amounts I was billed. 

Regards,

We would like to thank the customer for taking the time to file his concerns regarding the Cox Communications junction box adjacent to their property. 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 contacted our Construction and Planning Manager for our customer’s area to gain a better understanding of our customer’s concerns with the Cox owned junction box in question. Following our research, it was determined that a new junction box was not recently installed on our customer’s property and has been on the property for quite some time. Rather, during a repair appointment which took place for a neighboring Cox subscriber, a Cox technician accessed a pre-existing Cox owned junction box that was previously concealed from view due to environmental debris/vegetation. Due to the intentionally discrete model of junction box being used, it is understandable that our customer may not have realized it was on their property prior to being accessed by our technician.
While we recognize our customer’s frustration, we must be transparent in stating that Cox Communications has followed all required easement ordinances asked of our company whenever installing or accessing a Cox owned junction box and as a result the junction box in question will not be relocated or removed. We truly appreciate our customer’s patience and understanding.
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 Escalations Cox Communications

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any...

frustration.   We have contacted our customer directly to address his concerns in detail and were unable to come to a mutual resolution.  While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have/have never offered a rent to own program.   
The customer stated that one of our store agents verbally offered him a rent to own modem and we then continued to charge him after the customer determined the equipment was paid off.  Due to multiple calls into our care center and customer frustration,  we offered and applied a one time courtesy credit of $130.00.  No further credit is justified and the customer has been made aware of this.    
 
It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.
 
Executive Resolutions
Office of the General Manager
Cox 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 [redacted] regarding her billing and Price Lock Agreement.  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 the following information:                June 2013 Cox worked with the customer to reduce her bill.  One discount applied to her television service and provided a larger discount the first 12 months and reduced the discount the second 12 months.  She had also had a 12 month discount affecting her internet rate and a third discount reducing her telephone rate for 12 months.                February 2014 our customer contacted us about her bill and rate.  She agreed to a 24 month contract which locked in her non-discounted pricing.  The Terms and Conditions of the agreement were included in her March 2014 bill.  The bill also explained which services had promotional pricing and the rate the service was locked in at.  The information concerning which services had promotion pricing and the locked in price was included on each subsequent bill.                  June 2014 her bill increased because the internet and telephone discounts expired and the television discount reduced.   The rate changed to the non-discounted locked in price as explained in her February 2014 Price Lock Agreement.  Our customer contacted Cox in July and as a courtesy we added another discount to her internet rate for 6 months.      In January our customer’s bill increased because the internet discount expired and the rate reverted to the non-discounted price of February 2014 as guaranteed in her agreement.The agreement remains in effect through February 24, 2016 and locks in the non-discounted rate with the February 2014 rate.  Cox has honored the guaranteed rate in her agreement and as a courtesy we gave our customer additional discounts.We sent our customer a copy of the Price Lock Agreement that was included in her March 2014 bill.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]

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.The fact that Cox Communications did not even attempt to reach out to me regarding these concerns shows that they really do not care.  At this point, I plan on cancelling service with Cox after 10 long years of loyal service.  They have really done a poor job of maintaining this partnership and relationship.  My box is still not working properly and I am still paying for services that are not being delivered.  I am done paying for poor quality service. Regards,[redacted]

I got a call back but did not agree with our conversation all of a sudden I have promotions when I was told by this same person ootherwise I know what I heard and what I was told I'm supposed to be on a two year lock with everything I have Plus NFL red zone all a sudden I don't and the person who called me acts like she owns Cox anyways thank you to the Revdex.com Cox has really disappointed me since day one if I could get other services other than Cox I would be gone thanks again

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 reject Cox's response for the following reasons:

1. The response is vague.  It says Cox will work with me for resolution but doesn't address how Cox will work with me for a resolution.  Who from Cox will work with me for a resolution?

2. I'm working with the contractor for Cox ([redacted]) who did the improper digging on my property and am reaching reolution with them.  But it's of no thanks to Cox who seems void of any sort of communication and seems to be AWOL with being responsible.  Cox needs to step up and take some responsibility for the mess created on my property.

3. Although I'm not a Cox customer, I have lost the ability to easily become a Cox Customer because the Cox cable to my house was removed and redirected across my property to the neighbor's house.  If I ever choose to become a Cox customer, I must have my yard dug up again to put the line back in that was removed with the fiasco around 9/22/2014.

4???. I do keep open the possibility of filing a Civil Trespass suit against Cox for digging across my property without permission and without public easement.

I'm not happy with my side yard being dug up without my permission and without public easement.  My suggestion to Cox is to make a specific recommendation to me about how to resolve the issue.  Please don't be vague as in your initial response.  You haven't resolved anything.

Regards,

[redacted]n [redacted]

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 Resolutions Office of the General Manager Cox Communications, Southwest Region

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

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April 29, 2014

We would like to thank the consumer for taking the time to file her concerns regarding her final balance on her former Cox account.  Please let me begin with an apology for the problems she has encountered while attempting to resolve her dispute.  We take great pride on providing top-notch customer service to our customers and we are sorry that our customer feels that we fell short of that mark.  It is my hope that this information will provide her with the facts that she is seeking.

 

Upon receipt of the complaint, I researched her account and confirmed the following:

·         February 18, 2014 – Customer went to the Cox Digital Store and worked with our agent, [redacted].  The customer requested that [redacted] schedule the disconnection of her account for March 15, 2014 and the work order was scheduled.  [redacted] also received a payment from the customer for the past due amount on the account for $62.99.  This payment posted to the account on February 18th and paid for the Internet services from January 10, 2014 through February 9, 2014.

·         March 11, 2014 – The customer’s regularly scheduled bill printed and a statement was sent for past due charges of $70.99 for services rendered February 10 through March 9, 2014 and a late fee of $8.00.  Customer was also billed for the upcoming month March 10 through April 9, 2014 (as the service had not yet been disconnected).

·         March 15, 2014 – the Internet service was disconnected.  The final balance remaining due on the account for Internet services rendered from February 10, 2014 through March 14, 2014 was $87.39.  A statement was printed dated March 15, 2014 and mailed out reflecting the final balance due for $87.39.

·         March 27, 2014 – customer called our Customer Care Center and spoke to our Billing Representative, [redacted], who told the customer that the balance due on the account was not caused by unreturned equipment and was for the services rendered February 10 through March 14, 2014.  [redacted] further explained that we did not receive a payment in January.  The account notes state that the customer was going to contact her bank regarding the January payment.  [redacted] applied credit for the $8.00 late fee and for two days of service March 14 & 15 for $4.20.

The final balance remaining on the customer’s former account is for $75.19 and is due as soon as possible to prevent the account from going to a collections agency.

It is our hope that the information we have provided will assist in the resolution of her dispute and regain her confidence in our organization.  She had been a loyal Cox customer for over three years and we want her to know that her patronage and loyalty was important to us and we appreciated her.  For future assistance or to make a payment over the phone, she may call our Customer Care Center toll-free at [redacted].  Thank you.

Executive Resolutions Specialist

Office of the General Manager

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.

Unfortunately it appears Cox Communications wishes to take zero responsibility for their unprofessional customer service and lack of organization of their customer accounts.  As previously stated, I was repeatedly given false information by their customer service team and still, after even going through the Revdex.com they refuse to take responsibility.  If you read both of their replies both time they point blame at myself and yet never once acknowledge their poor service and disorganized conduct.  Cox Communications needs to take the time to train their staff to properly read customer account information.   

Also, I am still waiting for Cox Communications to acknowledge my previous response where I stated had faxed over the supposedly "missing" payment information from January showing it had been withdrawn from my checking account.  They are showing a zero balance on my account, but I am showing I am overpaid 75 dollars just to protect my [redacted] credit score they were threatening. I have sent them proof, yet they refuse to acknowledge.  Extremely unprofessional company. 

Regards,

November 4, 2015Revdex.com complaint # [redacted]We were sorry to hear of the difficulty that the customer is experiencing with his services.  Due to the concerns that the customer brought to your attention, we contacted him directly to discuss.  Our Field...

Leadership is aware of the video reception service grievances that the client has brought to the attention of your office.   We will continue to work with the customer directly towards resolution of the service concerns.As always, thank you for the opportunity to assist a valued customer.[redacted]/Office of the General Manager/Cox Communications Executive Offices