Cox Communications, Inc.

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 ([redacted]) 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.  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

June 4, 2014

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

It is always our goal at Cox Communications to provide our customers with exemplary customer service. We would like to take the time to apologize to our customer for the inconvenience he experienced in his attempt to resolve this matter.
 

Our representatives are trained to advise our customers that they will receive any remaining credit balance on their account within 4 to 6 weeks after closing their account.  At that time, they are also instructed to obtain the new mailing address so that any refund check will be directed appropriately.  We have completed our research on the account in question and found that the account was closed as of 5-08-14 and the refund check in the amount of $34.84 is scheduled for processing this Friday, June 6, 2014.  Since the checks are not mailed locally, we ask that our customer allow five business days to receive the check.  If he has not received the check by Saturday, June 7, 2014, I would like him to contact me at ###-###-####, so that I can trace the check.
 

Once again, we would like to apologize on behalf of Cox Communications for the delay in getting this matter resolved.  If our customer should have any further concerns or questions, we ask that he contact us at ###-###-####. Thank you.
 

Sincerely,
 
 

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

We were sorry to hear of the confusion that the customer experienced with his Cox billing.  Due to the specific billing questions that the customer brought up in his complaint to your office, we contacted him directly. While we did not speak to the client directly, we left him a...

detailed message and confirmed his corrected billing amount owed.  We also asked the customer to call us directly with further questions on the bill.  Thank you for the opportunity to assist the subscriber. [redacted]/Cox Communications Executive Offices / Arizona

We would like to thank the customer for taking the time to file her concerns regarding her TV service. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.I called and spoke to the customer on 11/24/2014 and we...

went over her situation. The customer is upset her services are being disconnected when she carries a past due balance on her current bill. The customer explained she wants us to keep her services active until her current bill due date while she carries a past due balance. I explained to the customer that if we allow her to carry that balance it would be past due for 60 days and isn’t feasible from a business perspective. We have an electronic shut off policy that has been in place for many years that applies to all our customers and not just to her. I advised the customer that she does have options to reduce her services and go down to a lower package to meet her budget. The customer declined making any changes at this time. I did see the on demand movie that was purchased when the box was electronically shut off. I credited the customer for the movie since she was not able to watch it.         It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You[redacted]Executive ResolutionsCox Communications

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.After submitting another complaint regarding Cox Communications advertising, [redacted], Dispute Resolution Consultant  with the Revdex.com let me know I cannot file a second complaint until three years has passed. Since Cox is not honoring the resolution reached previously and they have, again, placed advertising on my front door next to the No Soliciting/No Advertising sign, how is this handled this time around?

Regards,

We would like to thank the customer for taking the time to file their concerns regarding the monthly rate. It is certainly not our intention to cause any frustration. Upon receiving the complaint, we had researched their account and identified a two year promotional discount that had...

recently expired. The customer had also recently made contact with our Customer Service Department regarding the increase with their monthly rate. At that time our representatives worked with our customer to provide a comparable monthly rate. On August 28th, 2015, we spoke with our customer directly to address their concerns. We explained in detail of the offer they had accepted two years ago in effort to clear up any confusion regarding the recent changes to their account. While we understand our response may not be fully satisfactory to our customer, we feel confident as a business that we have done our best to provide successful resolution. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [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,

Joan B[redacted]

[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,[redacted]

July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention.  Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015.   dvised us that the new line and service issues were resolved on July 8, 2015.  They also confirmed that the appropriate speeds were verified after the line work was complete.  Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter.   As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]

January 20, 2014

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Revdex.com Complaint – ID [redacted] – [redacted]

We want to first apologize to our customer for the poor Internet service experience that he encountered after he discontinued his video services.  .

Upon receipt of the complaint, we immediately researched the account to see if we could determine why his Internet speed would have been affected.  The account notes indicated that our customer contacted our technical support group on Friday, 1-17-14, and the representative was able to successfully assist our customer with his speed issues.  Contact was made with the customer today to confirm that this information was correct and that his service has remained stable.  He affirmed that everything was in good working order.

Again, we apologize to our customer for this issue.  We want him to know that we recognize that he is a loyal customer for our Internet service and want him to know that his patronage and loyalty is important to us and we appreciate him.  For future assistance, our Customer Care Center can be reached at [redacted].  Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

We appreciate our customer taking the time to voice their additional concerns regarding this complaint. We are happy to assist and welcome the opportunity to resolve this situation with them.
Upon receipt of this complaint, we were able to make a call to the contact number provided in this complaint and spoke with a party who opted to make the payment on behalf our customer Arkeith B[redacted]. Although we were unable to discuss any account specifics with the party we spoke to, they provided us with the exact amount needing to be paid to clear the balance for the account in question. Generally, once a write-off balance has been paid, it is updated with the credit bureaus within 30-60 days.
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 623-594-1000.
Thank You.
George S.
Executive Resolutions
Cox Communications

I have reviewed the response made by the business in reference to complaint ID [redacted], and find it inaccurate on several counts. The business admits that the upgrade was processed incorrectly and that I was charged full price for the upgrade, but claim that I somehow downgraded before the transaction could be completed. When I called on 07/01/2014, I was informed that the promotional price had expired and was no longer available - now I am being told that it is still active. I was also informed on 07/01/2014 that my options were to keep the upgrade at the full price or downgrade. Since I was only receiving approximately 12Mbps download speed instead of the anticipated 25Mbps quoted in the upgrade, I then decided to downgrade. The 12Mbps speed was verified by the agent during our conversation. I realize internet speeds vary, however speeds 50% below what is advertised is not an acceptable approximation.

I will consider this complaint resolved only because I am convinced that this provider - despite their response - is incapable of fulfilling the terms of the original offer. Instead I will voice my opinion in different forum.

Regards,

[redacted]

We regret to hear of our customer's dissatisfaction after speaking with them in response to their Revdex.com complaint. It is certainly not our intention to cause any frustration. However, we feel that the adjustments that have been applied to the customer's account have been fair and generous.If our customer has any additional questions or concerns in the future, they are always welcome to contact our customer service department. At that time we will be more than happy to assist our customer and if applicable, apply an appropriate adjustment to the customer's account.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 Cox services.  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 made...

contact with our Field Services Department leadership team who has worked closely with our customer’s service issues. After speaking with our field supervisor we were advised that the issues creating the problems with our customer’s services were found to be a problem with the wiring leading to and within our customer’s apartment. Unfortunately, since this wiring is owned by the apartment complex we needed signed approval from the apartment manager to proceed with any further repairs. After gathering this information from our Field Services Department, we made contact with our customer on 6/29/15 to advise him of our findings. Our customer advised us he would speak with the apartment management to help us gain the approval needed to proceed with the repairs. On 6/30/15 our customer provided us with contact information for the apartment manager for this location. We attempted to contact the apartment manager to gain approval for our repairs on 7/1/15 and 7/2/15 but there was no answer on each attempt and no ability to leave a message with our contact information.Due to the unsuccessful attempts in reaching the apartment management, we made contact with our customer again to update them on the situation on 7/2/15. Unfortunately, during our call with our customer, Mr. [redacted] became highly irate and began continued use of profanity. Despite numerous attempts to deescalate the situation and warnings to cease the profanity, our customer continued to use this type of language and remained irate. In addition to this profanity, our customer advised us multiple times during this call that he would not allow us to complete the requested repairs to his apartment wiring and would not assist us in gaining approval from the apartment complex to do so.While we certainly understand our customer’s frustrations, as a result of the events that unfolded on our call with Mr. [redacted] on 7/2/15, our efforts to reach a resolution were prevented. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You.[redacted]Executive EscalationsCox Communications

Cox did call me and they agreed to provide me with a $50 credit for the installation charge.  As of today 1/22/16, that credit has not been applied to my account.  I am still waiting for the $50 credit and now will be returning my cable box and disconnecting only my cable portion of my service.  Very unsatisfied with Cox customer service and follow up.

We would like to thank the customer for taking the time to file her concerns regarding her former Cox account.  Please...

let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.
Upon receiving this complaint we were able to make contact with our customer on 2/10/16 to address her concerns. During our conversation with our customer we were able to come to a resolution regarding an appropriate adjustment to the account for the missing equipment. We are confident the issue at hand has now been resolved.
It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
George S.
Executive Resolutions
Cox Communications

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,

Revdex.com Case # [redacted]
We regret to hear our previous interaction did not sufficiently address our customer's concerns. Please know we are currently working with our IT Department regarding the information displayed on our customer's online profile. We will provide an update to our customer directly once it has been addressed internally.
Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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]

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,