Cox Communications of Northern Virginia

Review: Cox Communications increased the monthly costs from $151.59 ($131.64 + $19.95) on 7-12-13 to $168.76 ($148.76 + $19.95) on 8-11-13. A portion of my condo fees it paid directly to Cox, $19.95. I called Cox to cancel my service and was connected to Zandra. I had a miserable conversation with Zandra Cox’s disloyalty department. The best that she could do for me was $154.95 ($135.00 + $19.95) per month. This was $22.95 higher than a new customer with my same package was being charged. I was so discouraged with how I was being treated and being treated worse than a new Cox customer and I ended the phone call. I started e-mail communications with Cox and have all of the e-mails. The responses were filled with apologies for my experiences, but no one called me. If found out a week later that I would going to [redacted] for a 90-day detail and did not have the time to resolve the issues with Cox. When the e-mail communications were not solving anything, I called and agreed to pay the $135.00 that Zandra had offered to me. I returned home on 11-01-13 and a Past Due Notice from Cox was in my mail. Cox is claiming that I owe them $199.28 (Cable: $57.27, Data: $92.21; and Home Phone: $49.80). I could never have agreed to these outrageous charges. I agreed to pay $154.95 ($135.00 + $19.95) which is $22.95 higher than what is being offered to new Cox customers. This is discrimination. It is clear that Cox is more interested in drawing in new customers then keeping their current customers. When I checked my checking account, I realized that I had not increased the monthly auto payment from $130 to $135. I have paid $130 to Cox for September and October (09-03-13: Confirmation # [redacted]; 09-30-13: Confirmation # [redacted]; and 10-29-13: Confirmation # [redacted]). At the most, I owe Cox $15.Desired Settlement: Adjust my monthly bill to my direct pay of $135, as I agreed to pay for a total of $154.95, including the $19.95 paid by my condo association. Properly credit the $19.95 that my condo association is paying on my behalf so that the true total to me is $135 less the $19.95. Offer the same great deals to existing customers not just new customers. Provide written materials to explain when I customer must call to renew or verify the same service before charging the customer an much higher total without prior notice to the customer. It was unacceptable to receive the on 8-11-13 for a total due of 168.76 ($148.76 + $19.95). This is not good customer service and this is not customer service. I need to have someone verify that the $19.95 is being credited to my account and that I am not being over charged. I was the same best deal that is offered to new customers.

Business

Response:

Cox Customer Loyalty Dept is currently following up with with [redacted].

Consumer

Response:

[redacted]

Review: In October 2013, I moved from [redacted] , to [redacted] . During that time, I also moved my service with Cox Communications. During the move my account number changed. In January of 2014, a gentlemen by the name of [redacted] moved into my old apt and activated a Cox account. Rather than setting up a new account for the new and unassociated tenant, the technician reactivated my old account. On 2/23 my credit was charged a total of 130.39 under my old account for [redacted]’s service. During this time I have remained up to date under the new account number. I have made multiple calls to Cox Communication to get this matter handled but now getting charged additional fees. I have called and spoken with a manager three times since the charge to be reimbursed, but then the same charges being recharged on my account the following month. Now I am being charged fees based upon a mistake made by a Cox Technician not me.Desired Settlement: I am demanding the following reimbursement:

1. $50 for the Return Payment Fee (6/27)

2. $20 for TV Reactivation (6/27)

3. $130.39 for [redacted]s Account which was charged as the following on the most recent bill:

a. $93.59 for the Return Payment- No Fee (6/27)

b. $36.80 for Returned Payment with Fee (6/27)

Reimbursement Total: $200.39

Business

Response:

Cox Accounts Receiveable Specialist Team has reviewed the customer's account. The balance on the account was correct and the customer is not due any credits. The customer had a $130.39 payment on 3/16/14 made on their previous Cox account (Acct# [redacted]), the customer had that payment refunded back to their credit card on 3/22/14 on her current Cox account (Acct# [redacted]). On 5/13/14 Cox Customer Care rep gave the customer a $130.39 credit on her Cox account, however, this credit was an error and should not have been applied since the customer already had the payment refunded. The customer made a $202.57 payment on 5/10/14, which the customer disputed with her credit card. The credit card company refunded the customer for the payment and in turn Cox processed the chargeback for that payment to the customer's Cox account on 6/27/14. When Cox posted the chargeback to the customer's Cox account it was discovered that the customer had been given credit for the previously refunded payment, so the credit was reversed since it was given to the customer in error. If the customer claims that she did not get the 3/16/14 payment refunded or that the credit card refund for the 5/10/14 payment didn’t occur, then she would need to provide a copy of her credit card statements showing that she didn’t get the refunds.

Review: On Friday 6/7/13 I ordered [redacted] internet prefferred service online. That ordered included internet equipment of a [redacted] wireless. On 6/9/13 at 230pm a contractor of [redacted]) came to install the service and product. The first item the contractor had was not a wireless router. He called his company who confirmed that I had indeed ordered wireless. He then brought in a [redacted] wireless router. I advised him that I had paid for a [redacted] not [redacted]. He called his company rep who then got on the phone with me. The reps name is [redacted] and she tried to tell me that [redacted] was a [redacted]. I informed her that I knew the difference between [redacted] and [redacted] both of which are seperate and distinct registared trademarks. She then told me that they no not have any [redacted]s only [redacted]. I then said I would accept the [redacted] but would like the price reduced. She said I had to call [redacted] she had no control over that.

I then called [redacted] tech dept. that person told me to have the contractor install what he brought and then take the [redacted] box on monday to the store get the [redacted], since I had paid for the [redacted].Desired Settlement: The desired outcome for this is that they come to my house and replace the [redacted] with the [redacted] that I originally ordered. since this was inhome professional installation with normally runs 50.00 but was discounted due to internet special. I also want this company to not switch products with inferrior one when most customers would not no the difference between a [redacted] and [redacted]. If they did this to me they have done this to other and will probably contine to do this.

Business

Response:

Cox spoke with [redacted] on 6/18/13 and addressed her concerns. Also, as goodwill Cox applied a credit to her account due to the confusion regarding the equipment for her internet service.

Review: Having had [redacted] for several years prior to my recent move and experienced great and efficient customer service, it's unfortunate to now write about the unsatisfactory services received from several members of their team. I arranged w/ [redacted] to have my bundle set up on Wednesday 2/27 between 8-10 AM, yet 15 after 10, I contacted [redacted] because no one had shown or called, I only got his VM; he never called me back. Soon after I got a call from [redacted], whom was really nice and attentive but couldn't come til after 5pm. After much back and forth he was able to come at 12:30. Which I was thankful for not having to waste an entire day taken off from work. Unfortunately despite his good efforts, he damaged by carpet and I reported it. Along with [redacted] (also very nice) I tried to coordinate a time for a supervisor to come to inspect the carpet, I had to reschedule due to work for Saturday 10-11 AM. At 11:40 I called to express my upset after being left waiting yet again. Expecting to hear back from a supervisor with a resolution, and having filed a formal complaint thru their website, it is now Tuesday 3/5 and have yet to hear from anyone. I am highly displeased being neglected as a customer and my time taken for granted. I would like to get matters resolved ASAP. I understand that a lot goes into the service business and things can get overwhelming yet there is always a way to make customers happy but frankly I'm disappointed. Thank you.Desired Settlement: I would like an apology from them as well as some type of compensation for all the inconveniences caused; perhaps free premium channels and DVR for the next six months.

Business

Response:

Cox is following up with the customer to schedule a visit to address the damaged carpet issue. Cox left a message for the customer on 3/12/13.

Review: On September 19, 2013 I sent a check to Cox for &835.00 instead of $8.35 through my bank's bill pay. I immediately realized my mistake and called to correct it. The bank said the check would be sent and I would have to call Cox. I did so immediately. I spoke with customer service and they told me the disputed amount would be returned in one week. I call the end of October and was told the check would be sent out on November 17, 2013. It is now November 25, 2013 and I have still not received the check.Desired Settlement: I want to know why they have taken so long to return my balance. This is so unprofessional. Where is my money?

Business

Response:

Cox Refunds Dept confirmed that the refund check was mailed out to customer on 11/21/13. The check was mailed to [redacted], VA [redacted]. The check was mailed out from Cox Corporate Office in Atlanta, GA.

Review: We had closed our services with COX COMMUNICATIONS in July 18th, 2013. They are however still sending a bill $10.24. I had spoken to COX in September, and they assured me that there would be no more bill sent out to me. They will not provided further assistance as this has been a re-ocurring issue for the last 3 months now.Desired Settlement: I want the payments to stop and my account to be closed.

Business

Response:

On 10/8/13 Cox applied a credit ($10.24-) for the remaining charges due on **. [redacted]'s Cox account, the account now has a $0 balance and the account is closed. Cox has left a message for **. [redacted] for further follow up if needed.

Consumer

Response:

[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 is satisfactory to me.

Regards,

Review: Cox CommunicationsEarly August 2014Call was made to Cox to set up payment arrangements after a failed payment attempt. Caller relayed information to me regarding a returned payment, but couldnt give a reason for the return. Upon asking to verify the information given for the payment, someone elses bank account information was given to me, indicating that whomever took down the information initially did it wrong.This is terrifying, because it makes one uncomfortable giving out bank information in the first place. So for a mistake like this to be made, its not okay.Then when setting up new arrangements, I was told that the account I was using to make the payments could no longer be used (although I had paid with this account numerous times in the past)Caller also expressed that there were no notations on the account about the initial payment arrangement. 8-23-14During this call, I was asked to set up a payment again---because there was notation of me setting up the payment the first time.So I gave a different bank and new information. The guy I spoke with told me that the past due balance of $413 as change needed to be paid by Sept. 5, so I set that up to automatically come out,Because of the miscommunication on your end he allowed me to set up an additional payment for the remaining balance due to come out of the same account on Sept. 19th.This was so that my service would stay connected as I am a full-time student and the Internet access is very necessary.All of this was confirmed and notated on the account per the person I spoke with.9-13-14The call today was because my service had been disconnected. Given the numerous calls I previously had to prevent this, I was a little frustrated. SO I held for 30 min before I got through to a rep. that told me that I had a past due balance and that was the reasoning for my suspension. Obviously I knew this, but I informed her of the payment arrangement (again) that I had already made. She informed me that there was no notationDesired Settlement: The whole compaint wouldn't fit in the description box so the rest is as follows: So I was transferred to billing that again confirmed that there was no notation of anything on my account. So again I had to relay my bank account information to set up a payment that I had already set up twice in order to get my service restored. This was very discouraging as I took the proper steps more than once to prevent this from happening again. My service was restored and I requested that she confirm that everything we did would please be notated on the account.Given all of this it doesnt seem that the consumer service side of Cox is up to par. Notes arent taken, communication isnt taken seriously and whomever is in charge of keeping record of conversation and information is doing a poor job. Never had I encountered such unorganization from a company.I would like the past due balance of $250 and change to be taken care of for the hassle and inconvience.

Business

Response:

Dear Revdex.com,

Review: When I signed up for [redacted] I was told that I would get three months of free HBO and I have been getting charged for that.

Also they added a feature to my account that I did not ask for, and I have been paying it unknowingly for the past 6 months.

I am fed up with the horrible service, also when they came to install my service the technician literally put a hole in my wall and insects can come through it.Desired Settlement: My desired outcome is to get free service for the term left on my contract since I have been overpaying since the beginning

Business

Response:

Cox has left several messages for the customer to further discuss his complaint but the customer is not calling Cox back.

Review: I:

• Was advised in order to initiate security service, without a contract, I would have to pay a $299 deposit rather than the standard $99 deposit.

• Was advised I would need to secure internet service through Cox in order to get security service.

• Was advised that the security services were separate from Cable/Internet.

• Was advised the monthly service fee for security would be $35/month for the premium service.

• Was also advised altogether the cable/internet/security service was supposed to be a complete package of approximately $142/month according to the gentleman who added the internet service and changed my cable subscription.

• paid the $299 fee in advance, otherwise the installation would not be done.

• Was told equipment was included with the installation. I still passed on the motion detectors and sensors because I already had my own.

• Was told 1 complimentary indoor camera was included with the premium service.

• Received a bill where I was charged for items that were not agreed upon or advised of:

o $827.00 for equipment fees.

o $6.99 for a service assurance plan

• Called in November when I discovered the error in the bill and was advised that it would have to be resolved by the security service department because they are separate from the rest of Cox.

• After contacting security service and speaking to a rude representative named [redacted], was advised I should have called the representative that set up my security service. I wanted to pay the $142 that was agreed upon but was advised I should just wait until December to pay the bill once they have an opportunity to correct it.

• contacted my security representative who assured me that the error was being corrected because he entered a request for a credit to correct the erroneous equipment charges.

• went ahead and paid the $142.73 while waiting for a final resolution.

• was only credited half of the equipment charges.

• was charged approximately $47 more than what was agreed upon for the total monthly service fee.

• contacted my security representative again by email. He claimed I didn’t pay my bill. I corrected him and gave him until that Friday to have the issue resolved or to cancel my service.

• Was contacted by a lady who identified herself as being with Cox that Thursday while I was at work to try to resolve the issue. We spoke at some length and she claimed I’d only paid 2 of 5 bills (which also didn’t make sense because I just started service towards the end of September). She promised to call me back that Friday. She never called back.

• Was contacted by a collections representative several times to make arrangements to pick up the boxes. I had to cancel our first appointment because I went out of town. We rescheduled for 2/8/14. Because he didn’t feel it was convenient to him, he stalked me and stood outside my home on 2/6/14 (I have a witness) harassing me and my guest in the middle of the week. I gave him the 2 boxes he requested but feel that I should press charges for stalking and harassment.

• I received another bill for additional equipment I did not order totaling an additional $555.00. Additionally, instead of cancelling the account as requested, they continued to charge for services.Desired Settlement: I would like an official apology for all of the egregious wrong-doings on behalf of Cox, disciplinary action against those employees who have perpetuated the above-mentioned offenses, and a REAL billing adjustment removing any and all equipment and late fees on the account as well as any potential monthly service fees added after my request for cancellation on 1/6/2014.

Business

Response:

Cox Management reviewed **. [redacted]' complaint; although it was confirmed that she was billed correctly for her Cox services, as a goodwill gesture Cox made the decision to credit the balance on **. [redacted]' account. On 3/7/14 Cox applied the credit to **. [redacted]' Cox account, there is no further balance due and the account has been closed. Cox left a message for **. [redacted]' confirming the credit on 3/7/14.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Cox Communication continues to LIE. While a full credit was applied to basically shut me up, they still fail to acknowledge their many mistakes in billing. If it wasn't a mistake, then it was a purposeful and maliciously misleading non-disclosure of true pricing. In the United States of America, we refer to that as false advertising. They also failed to address the illegal tactics used by their collections representative who stalked me and my family at our home outside of the agreed upon appointment time. It is strange that when a billing error is identified, they have a seemingly innate ability to dodge a customer for months, but when they want their equipment, they can show up anytime they want. Perhaps I should have reviewed my bill with the shady character they sent out.

Nevertheless, it was never my intent to obtain full credit for fair and undisputed charges. I simply wanted (1) the erroneous or "non-disclosed" charges removed from my billing, (2) corrective action taken against the criminal employee who chose to stalk me, and (3) a sincere apology instead of the cocky attitude I received from the representative who was clearly angry that I filed a complaint with Fairfax County and the Revdex.com.

I suppose full credit is all I am going to get due to the lack of integrity, sense of responsibility, and inflated egos plaguing the parties involved in the latter end of my relationship with Cox Communication. If they would rather pay me off for the last monthly service fee in exchange for all of the trouble they have caused, I will settle for that, but not under the false pretense that they have provided as the reason behind the resolution they have disclosed.

Please proceed with closing this case with my final input provided.

Regards,

Business

Response:

Cox has closed this complaint.

Review: I contacted [redacted] communications over 2 months ago about being overcharged and a hole that was drilled into my wall during installation.

They have not resolved the issue, so I had to resolve it myselfDesired Settlement: Either give me 2 months of free service to keep me as a customer or release my contract so I can go with a service carrier that listens to its customers. The [redacted] service is very slow in all manners very unpleased, this is the second time I am contacting Revdex.com about this.

Business

Response:

Cox addressed the billing issue with **. [redacted] on 6/5/13.

Regarding the damage claim, Cox has left messages for the customer but has not received a response back. The customer can contact Cox ([redacted] ###-###-####) to further address the damage claim.

Review: I have been a customer of Cox for over two years and they consistantly keep raising the price on me every few months. Initillay, they told me that unlike [redacted], their competitor which I was using, they never raise the price on you. My monthly fee was approximately $135 when I started, however they raised to approximatley $146 a year later, claimning the taxes went up. After a long arguiment with them, they lowered their price to the normal $135 or so amount. Over the past year, they continued on raising their monthly fees to anywhere from $170 to $180 and everytime I had to go in person to dispute the new amount. Most of the time they claimed that a certain promotion has expired which they never disclosed that to us when I initially became a customer. After many calls and visits they normally lowere their fees down but sometimes I give up and lose patience and let them win. Now, they finally raised the price again to $179 but after making a couple of visits, they lowered it down to $154. It is a lot more than what I was initally paying and sign up for.

I honestly think that is very unethical as they never disclose that their promotions expire. They just slap you with a high bill hoping that the customer won't see or noticeDesired Settlement: Lower it back to the initial $135 a month which was the reason I signed up with them.

Business

Response:

Cox Customer Loyalty Dept has been attempting to reach [redacted] but has been unable to make contact. Cox will continue to try and contact the customer, will also send an email to customer.

Review: I have two concerns with their promised advertising and billing. 1. I was promised over the phone that I would be able to change my service at any time at no cost. I called to change my service and was told that I would be charged a termination fee of $240 to change my service. 2. I was promised over the phone of a rate for internet service at $49.99/mo. and was given a rate of $59.99/mo., and when I called to change the rate was told that if I changed my internet rate I would be charged a termination fee of $240.00.Desired Settlement: I would like to terminate my cable and telephone service with Cox communication at no charge since they advertise one price, or promise a cost over the phone and ultimately charge you more for their service when billed. I would like to keep the internet only portion of my service.

Business

Response:

Cox Loyalty Specialist spoke with **. [redacted] on 7/16/14 and discussed his concerns regarding his bundled services. New discount promotions were added to **. [redacted]' account which reduced the monthly cost of his bundle. **. [redacted] has contact info for Cox Loyalty Specialist if he should have any further questions.

Review: On approximately 5/5/14 I cancelled my service with Cox. On 5/17 I received a statement showing a remaining balance of $27.05. However on June 4, 2014 Cox illegally withdrew an automatic payment of $270.81. I have talked to Cox 4 times by phone and each time told "payment is soon". It is now July 1Desired Settlement: An immediate refund.

Business

Response:

Cox spoke with [redacted] on 7/2/14 and confirmed that the refund check is being mailed out to him on Monday 7/7/14.

Consumer

Response:

It is not clear in your system if I should "accept or reject". I agree with Cox that they contacted me on 7/2 and have indicated that a check should be generated on 7/7. While this is a positive development, until I receive the check I do not consider the matter resolved.

Regards,

Review: I canceled my service 3 months ago, and [redacted] continues to bill me. I was not in any contract when I canceled and also had a Zero balance. I've recently received a bill 3 months after I disconnected my service for $84.87 for internet service. I have tried to call [redacted] 5 different times. My longest hold time exceeded 1hr in which I'm completely in shock that someone has to wait this long to talk to a representative.Desired Settlement: Adjust my amount owed to $0.00, I do not owe any money. I paid ALL of my bills on time and when my contract was over I canceled my services.

Business

Response:

Cox spoke with the customer on 7/8/13 and disconnected his account. Cox backdated the disconnect to 4/30/13 and prorated credits were applied to the customer's account, which brought the account balance to $0 and the account is closed.

Review: I received a phone call on 4/18/2014 offering Advanced TV for $19.99 per month with no contract, no cost for the box, and [redacted] and [redacted] for 12 months. I received an email with a confirmation of my order on 4/25 that states that it was for the "installation of Advanced TV" on 4/26/2014. The technician came and did the installation but didn't have an HD box. She said I wasn't getting all the channels due to not having the HD box. I went in that same day and exchanged the boxes. When I got home and completed the installation of the box, I still was only getting a few channels. I called COX and they said they would have to send someone out. The technician came out on 4/28 and he informed me that I was only set up to receive the Starter Package and the "Advanced Flex" programming. I called Cox after he left and they said they would review the phone call and get back to me in 48 hours. 72 hours later I called them back and was told someone would be calling me back. May 1, I called back and after being passed around and being placed on hold (entire phone call length = 30 minutes) I hung up and called back. After 10 minutes of the same I hung up and called again...this time I finally got to speak to someone. They said they were pulling the tape and would get back to me. I put in a complaint on their [redacted] page on May 4, 2014 and "[redacted]" told me that someone would call me back. As of today, May 5, 2014, I still have not received a call back. Cox has been given both my cell phone and work number.Desired Settlement: I want them to give me what I was offered. Advanced TV for 12 months at $19.99 with no contract and free box and [redacted] and [redacted] and the ability to cancel at any time. I am fine with it going to the regular price at the end of the 12 months. The first month of billing would start once they give me the package they offered. I refuse to pay for the time I have had this "Starter" package and "[redacted] TV".

Business

Response:

Cox Sales Lead spoke with the customer on 5/13/14 and further discussed the complaint. Cox Sales Lead promised to review the recorded sales call and follow up with the customer on the results by 5/16/14. On 5/16/14 Cox Sales Lead reviewed the recorded sales call and confirmed: the customer was advised she would only have access to local channels such as [redacted], and [redacted] with the Advanced TV Flex Watch Plan along with [redacted] & [redacted], the price agreed upon was $19.95/month for 12 months. Cox Sales Lead left a message for the customer on 5/16/14 confirming what was quoted to the customer and she is getting billed correctly for services ordered.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The actual first complaint was made on 4/28/2014 and was told someone would call me back after the reviewed the original call. I never received a call back and the number she provided only rang busy no matter when I tried to call. Finally on May 1 I called again and spoke to someone. No record of my prior call was evidently put in the system. So they told me they would put in a request again to pull the original call and would call me back. Again, no return call was ever made. I finally put my complaint on their [redacted] page, but even there they kept promising me that someone would call and no one ever did. Finally I tried calling again and spoke with someone on May 13 who put in the request the third time after I told him that I had filed this complaint. I told COX that if I had misunderstood what was offered, that was fine, but someone just needed to verify it, because the email said I was getting "Advanced TV". They did call on the 15th as they stated to verify that I was offered "Advanced Flex" which is not on their website anywhere. When speaking with the gentleman on the 13th, I went through the website with him and showed him what the customer (Myself) would think they were getting when they were offered "advanced tv" and he agreed with me that the website was misleading. COX has since that time made changes to their website.dI would like to be reimbursed for the tv service from 4/28/2014 till the date they finally answered my question on May 15th (prorated), because of all the hassle and lack of customer service. All I wanted to know was did I misunderstand or was there a genuine mistake made. They sent me a badly worded email confirming my subscription and their website was misinforming. The original phone call was not clear as to what I was getting. They didn't return any phone calls and didn't put in a request to pull the call 2 times. This is extremely bad customer service....It took 3 weeks for them to respond...That is just poor service!

Regards,

Business

Response:

Cox again apologizes for any miscommunication on this issue. As a goodwill gesture, on 6/3/14 Cox has applied a prorated credit of $12.59- to the customer's account for her cable tv service, this credit is for the customer's cable tv service from 4/28/14-5/15/14.

Consumer

Response:

[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 is satisfactory to me.

Regards,

Review: They have increased my monthly service charge from $81.78 to $154.21 without any verbal or written notifications. I have called COX Cable several times and I was told by Rachel at their loyalty department that they were going to adjust my plan and bill and send me a corrected bill. It has been 15 days and no changes have been made. I have received a letter from their collections department stating that I need to pay them within 10 days. Pay them WHAT??? I am protesting this company!Desired Settlement: I want COX Cable to fix this problem ASAP!

Business

Response:

We appreciate this being brought to our attention and sincerely apologize for any inconvenience this may have caused. This has since been resolved with the customer. An Executive Customer Resolution Specialist ("ECRS") contacted the customer and corrected the amount that was due along with what their going rate will be for the next 12 months, excluding any tax or companywide rate increases.

The customer is satisfied with the resolution and has the contact information of the ECRS if there are any related concerns.