Cox Communications New England

Dear Revdex.com: Cox Communications (“Cox”) responds to the rebuttal to complaint ID #[redacted] filed with your office. Cox provided two components to this customer’s account, the Service Agreement (SA), along with various discounts know as campaign offers which have a start and end date that run for a period of twelve months.  When our Executive Customer Resolution Specialist (ECRS) reviewed the issue presented to the Revdex.com as originally shown, the ECRS explained to our customer that the SA is a twenty-four month SA which only covers the retail rates from an overall rate action (increase)and does not cover tax, fees or surcharges and includes an early termination fee (ETF). Our ECRS also explained the second component regarding the monthly discount offers. Monthly discounts have a start and stop date to which our customer is familiar with, as in the past he has renegotiated the campaign discounts in order to secure a new monthly reoccurring rate (MRC) when the campaign offers expire after the twelve month duration. When our Executive Customer Resolution Specialist (ECRS) spoke with our customer, this information was reviewed and we provided a correction discount with regard to the MRC due to the issue with the variety package and work order. It was agreed that by adding a new campaign correction discount to the account in the amount of $10.00 for a twelve month period would satisfy the issue concerning the MRC. Our customer accepted this as a resolution and it was reviewed that the SA only covers the retail rates from an overall company rate action (rate increase) and that the campaign offers are for a period of only twelve months not twenty-four. We explained the difference between the two components on this customer’s account. When the conversation completed our ECRS believed this had solved the issue and a proper understanding had taken place. Although, upon receipt of this rebuttal information, our ECR wanted to see why there was a discord with this resolution and conversation. The ECRS reviewed the monitored call from when our customer had advised us that when our customer had spoken to the particular sales agent as named in the complaint. We found the agent at that time did not define the two components on the account with respect to the SA and campaign discount offers as explained in this update. The agent indicated the MRC would be for a period of twenty-four months. With that stated, we will honor the current MRC of $196.45 for the additional twelve months to complete the total twenty-four months with the said services currently on the account and as normal would not include a tax, fees or surcharge increase that could  possibly take place in the near future. Thereafter, our customer would have to renegotiate the campaign offers as done in the past and now has the complete information with respect to a SA and twelve month campaign offer discounts.  If our customer has any concern with respect to the MRC, or any questions concerning this review provided our team our contact information is 1.[redacted] Monday through Friday 8:30 AM to 5:00 PM for assistance. The account has also been documented accordingly regarding this new updated information. At Cox we strive to provide exceptional customer experiences with every interaction. We apologize for our customer’s experience. Be assured, we do and continuously address and train our agents to encourage improvement in their performance. Respectfully submitted,                                         ...⇄ Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on May 23, 2016. A Cox Executive Customer Resolution Specialist (ECRS) has made several attempts to contact our customer in regard to their complaint but has been unsuccessful in reaching them. If they would...

like to speak to someone at Cox concerning their complaint, they can reach our ECRS at the contact number we have provided them on their voicemail. Sincerely, Cox Executive Customer Resolution Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
we accept their very small offering to adjust the bil from $212/month to $204/month, but the real issue here is that Cox and its representatives had a very cavalier attitude about the entire matter and they felt they could arbitrarily raise rates even when a customer had an agreed-upon bundle in place. We have since filed a consumer complaint with the Rhode Island Attorney General's Consumer Protection Office.
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Revdex.com:  Cox Communication's Executive Customer Resolution team responds to Revdex.com case ID# [redacted].  We have reached out to our customer to discuss the matter and have not received any return telephone calls. It is important for us to review the internet concerns and set-up a service...

call to see why the customer has the stated issue. One of our team members provided their direct contact information in order to assist the customer. We await contact. Thank you,The Executive Customer Resolution team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Cox communications never contacted me in regards to this matter; no apology nor agreement to give me offer I received initially.  I had to reach out to them for an install as my family was moving from MO to RI and needed TV for my children  and I needed Internet for work. I was told they are the only company that provides TV/Internet in the area I moved to. I did not receive the offer first given to me instead had to settle for less(2program DVR((Instead of free 6 program DVR)) that I am paying for and only 2 regular digital boxes and a $1.99 box that only gives part of the channels I receive that is free for one year then I have to pay for it((Instead of 3 regular boxes))) and am paying more.  Cox is trying to make it sound like they did something for me and this is not the case; they have done nothing for me nor attempted to contact me in regards to this matter.Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved, provided that the business has corrected any issues as it relates to credit reporting agencies, if any. 
Regards,
[redacted]

Cox has a monopoly, where I as a consumer have no alternative choices for service. Yes, I agree with the new promotion as I feel that I have choice.My complaint, which Cox is choosing to not resolve is that they do not notify you of a price increase.  I did not authorize them to continue billing me after the promotion ended. Why did not terminate the account if the promotion period was reached!? Because it is honest to send a notice stating "you're promotion has ended. If you want to continue service please call and to extend. "
Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Revdex.com: Cox Communications Customer Experience team responds to the rejection. As stated, Cox Communications Security team continues to work with our customer regarding their concerns.Thank you,     The Customer Experience team

Dear Revdex.com: Our Executive Customer Resolution team responds to Revdex.com case number -[redacted]. We reached out to our customer many times since the receipt of the information the Revdex.com has provided, in order to discuss the concerns documented by our customer. We...

have not heard back from our customer and each call into our customer we provided our department contact information.  We appreciate our customer's patronage and look forward to speaking with our customer in order to assist further.  Thank you, The Executive Customer Resolution team

dear Revdex.com:  Our apology for the delayed update concerning Revdex.com Complaint# [redacted] .  Our former customer will receive a refund  in the amount of $142.00. The refund would have been $73.66, although for overall good relations we added the additional adjustment credit...

of $68.34 for the  experience as indicated. The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 2/28/2017 and assigned the complaint ID of [redacted]. Cox Communications (“Cox”) has assigned reviewed the account in question and acknowledge that the agent who provided the original rate quote to our customer...

erred when they overlooked the campaign that was scheduled to end in February of 2017. We apologize for the error and the ensuing difficulties in getting the matter reviewed and ultimately resolved. We have taken actions on our customers account to reduce the monthly rate and honor the quote provided by our agent in January of 2017. Our customer has been made aware of the details and has agreed to the changes.   Respectfully submitted,                                           ...⇄ Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 8/16/2015 and assigned the complaint ID of [redacted].
The increase our customer saw in their bill was due to multiple promotions expiring on the account simultaneously. The explanation given by the agent did not...

include all of the information necessary to clarify the changes. Because Cox bills in advance, the cost of the movie stations was prorated for the billing cycle which contributed to the amount due not being reduced as our customer expected.
During a recent conversation with our customer we have provided a clearer explanation of the billing and adjusted the account to a monthly rate that is satisfactory to our customer. We apologize for the circumstances that led to this complaint and trust that the resolution meets our customers expectations.
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com:  Cox Communication's Customer Experience team responds to Revdex.com Case # [redacted]. We apologize for our customer's experience as certainly this is not the norm. We did make contact with our customer  upon receipt of your information March 14,2018. A technician was...

dispatched the same day and resolved the issue. Also, we provided a credit and our customer indicated to a member of the team they were satisfied. We provided our contact information in the event our customer had any concern with the resolution. Thank you, The Customer Experience team

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case #[redacted]. One of our supervisors spoke with our customer and reviewed that the promotional bundle discount had expired after the 12 month duration of the  original offer and...

that it was time to renew- and the reason for the increase on the bill statement. In addition,  at the same time a rate increase took place.  When our customer called into us, the  new promotional offer provided was the best bundle offer we  could offer to assist our customer, although when our supervisor  had spoken to our customer upon receipt of the complaint we did provide a small ancillary discount on one of the services that became available which helped bring down the customers monthly reoccurring rate.We appreciate our customer's patronage and did our best to review all  of the concerns. The Customer Experience team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The company has just started today actually doing anything about this situation after I have notified COX that I was speaking with an attorney. In fact, I had to file another theft report last night! The reason why I believe COX stated these claims is due to one of their representatives [redacted] or [redacted] as they call her. I was told by numerous techs that she was not to have any part of this case, because she likes to play games with my account. Because of [redacted]'s negligence, I had to wait nearly three months to have my first theft report filed on April 19th 2015. Yet the problem happened February 13,2015! In fact, the problem continues to this very day, as evidenced by me having to file a secondary theft report last night. Yes, we do finally have COX Security member [redacted] coming to my house on May 11th and are going to be discussing matters, but I find the company's response to be a complete slap in the face. If they actually did their jobs correctly and stopped being negligent, this problem would have been averted. In fact, when asking Cox why they waited three months to file the first report I was given a slew of answers from um I don't know, to call your police, to go F myself, to it was my fault. I am still pursuing the $1,500.00 from Cox Communications and am considering legal action
Regards,
[redacted]

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 9/25/2015 and assigned the complaint ID of [redacted].
We apologize for the experiences that have led to our customer filing this complaint. Our goal is to provide a reliable product as well as exemplary...

customer service, and it is clear that we have fallen short in this case.
Since receipt of this complaint we have completed additional work to correct the technical issues outside of our customer’s home and our Network Tech reported all levels running to specifications and a speed test run exceeded the expected download speed.
We have made attempts to follow up with our customer to make sure the work done has rectified the situation to their satisfaction, but have not been able to confirm with them. The account has been credited as requested. Our customer has been provided direct contact information should this issue reoccur.
Sincerely,
Cox Communications Executive Resolution Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. . 
 
Regards,
[redacted]

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case # [redacted]. We have reviewed the customer's information received regarding a previous complaint along with the new information in this complaint. Our details are as follows:A review of the account shows that the original...

work order included the Essential tier Internet service with a promotion that lowered the rate to $39.99 per month plus equipment and applicable taxes. In January of 2015 Cox received an online order to upgrade the internet service to the Preferred Tier.  The same day the upgrade was completed our records indicate that a call was placed to us by our customer with questions about the speed they felt they should be receiving. Completion of the online order resulted in a higher Monthly Recurring Charge (“MRC”) and the loss of the original campaign.  Upon speaking with  the primary account holder at receipt of first contact, the conclusion was reached that the online order was placed inadvertently.  We have made the requested adjustments to the account and we prorated back to May 11,2015. We advised the account holder that the Monthly Recurring Charge (“MRC”) is back to the original promotional rate and for a gesture of goodwill we had applied these changes retroactively. The charges for the upgrade were addressed by backdating to the date of this service change as noted. We find no problem with the provided prorate. Thank you, The Customer Experience team