The package that I ordered at the time was for 100 MB of Internet data along with TV cable and a home phone. The first two days that I had the service I couldn't receive a signal for the Internet, I contacted Cox about five times between the dates of January 7, 2016 and January 27, 2016 in regards to my Internet service not working properly. I had ordered the 100 MB Internet package and it would never get to its full capacity speed, I was only receiving approximately 10 MB of data from the moment that I got the Internet services. Although they did get the cable television services to work properly after the second day, I would still call over the phone and they will troubleshoot things with me to try to get the Internet working properly. It still wouldn't work. I would then have to call back and have a technician come out to try to have the Internet services to get up to 100 MB. The only service that ever worked properly was the telephone. The last time I called Cox communications for my Internet not working up to 100 MB was the date of January 27, 2016 at that time the technician that came told me that Cox doesn't even offer the services of 100 MB in my area and he wasn't sure they even sold me the data plan because I would never be able to get that speed in this area. Therefore, the date of January 27, 2016, I called Cox to have my services disconnected because I would never be able to get the 100 MB speed that I ordered""I advised the cox representative to have my serviced terminated. The representative that I spoke with credited my account with $68.00 for Internet fees which left me with a balance of $79!, and told me that I would not access an early termination fee due to the service not being offered in my area and because I only had my services for less than a month"My question to you is why adverting 100MB cox speed internet knowing that cox did not even had the equipment to accommodate customer??
Revdex.com Case # [redacted]We regret to hear of the issues our customer has had with their Cox services.We have contacted the customer directly to address her 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We have reached out to our customer in response to their rebuttal. The customer has informed us that he has decided to discontinue his services with Cox Communications. While we are disappointed to hear the customer has decided to disconnect their service, we respect their right as a consumer to do so. Should the customer change their mind in the future, we are always open to have them as a Cox customer again. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank our customer for taking the time to file her concerns regarding her Internet services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.When speaking with our customer on 1/09/15 we...
let her know that we are dedicated to reaching a resolution for the issues outlined in her initial complaint. During this call, we scheduled a service repair appointment for 1/11/15 to investigate these issues. During this repair appointment, our technician determined additional work on our outside equipment would be needed, and this was forwarded to our Network Operations Department. On 1/12/15, our Network Operations Department dispatched a technician who completed additional repairs on the equipment outside of our customer’s home to ensure the issues were resolved. When speaking with our customer on 1/13/15, we were able to confirm that the issues with her services have since been resolved. We appreciate our customer’s patience and understanding while we addressed these concerns. 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
[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.]
Revdex.com:
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.I am sad to say that this is a pattern with Cox Communications and the only way I've even been able to resolve my issues has been to come to the Revdex.com. I wish Cox could simply be a responsible business that actually cares about keeping their customers. However, having the monopoly in Phoenix negates this from becoming a reality.
Regards,
Bonnie Myles
Revdex.com: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 got told that there are known Contur issues that causes this problem got told by the tech [redacted] - will want out of contrac or a deep discount for the problems this serive has - that Cox knows about and not doing noting about Rebotting the box is not fixing nothng - DONT PUT OUT THE PRODUCT IF DONT WORK Regards,[redacted]
February 9, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with his account and billing. Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve. The customer has...
our contact information and we will continue to work with him to ensure his billing is addressed appropriately. As always, thank you for bringing this to our attention. Catherine/ Cox Communications Executive Offices/ Arizona
[redacted]—Revdex.com rebuttal # [redacted]
We are sorry that the customer is unhappy with the answer that we supplied your office on July 14, 2016.
While the customer continues to insist that he was never notified that his rate was temporary, we are unable to reinstate the discounted rate for service. Our Sales Team is knowledgeable in locating packages that work best for our customers. Should the customer wish to change his level of service, or would like to talk to a Customer Service Agent regarding package and promotion options, he may call us at ###-###-####, or toll free at ###-###-#### to discuss his options. We ask that the customer allow us the opportunity to assist him with his services.
We hope this information has been helpful for final closure to the client’s concerns.
Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com:
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]
September 9, 2016—Revdex.com complaint # [redacted]—Josephine A[redacted] We were sorry to hear of the confusion that the customer experienced regarding her account and billing. Due to the concerns that she brought to the attention of your office, a thorough review has been completed on the...
account. The customer states that she was never advised that her first year of service had promotional discounts, and is requesting us to decrease her monthly rate. At the time the customer signed up for service, the agreement was set up for a 2 year PLG (Price Lock Guarantee) and the information and details of the service contract were included on the August 11, 2015 billing. Page 2 of that billing statement included this verbiage—“You are receiving a promotional discount off your price protected rates. Your price protected rate, noted below each discounted service, will take effect at the end of the promotional discount period. Page 2 of the bill also stated--IMPORTANT NOTICE. Your 24 Month Price Lock Guarantee Service Agreement is enclosed. PLEASE READ IT CAREFULLY AND KEEP A COPY FOR YOUR RECORDS AS IT AFFECTS YOUR RIGHTS AND OBLIGATIONS. You may cancel this Agreement or make changes to your Price Lock services without paying an early termination fee within 30 days from the start date of your Agreement or 7 days from the date of this bill statement, whichever is later. To cancel or change your services, call Cox at the number on this bill. Should the customer wish to view the August 11, 2016 billing information in full, she may access up to 18 months of her statements online at www.cox.com. We hope this information has been helpful to the customer as well as your company. For any other questions with her service or billing, the client may contact us at 866-867-7644. Thank you for the opportunity to address the concerns of the customer. Catherine/Cox Communications Executive Offices/ Arizona
November 9, 2015Revdex.com complaint# [redacted]—Logan B[redacted]We were sorry to hear of the confusion that our customer experienced with his final billing and balance owed.Due to the concerns that the subscriber brought to your attention, we contacted him directly to discuss. The customer has our...
contact information and we will work towards a resolution to the situation at hand. As always, we thank the Revdex.com for the opportunity to address a valuable customer concern. Catherine/ Office of the General Manager/ Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file his concerns regarding their Internet 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 do see our Field...
Services Department dispatched a technician to our customer’s home on 7/20/16 to address the issues at hand. After speaking with the supervisor for the technician that visited our customer’s home we have learned that the issues have been addressed and that the Cox equipment, signal, and wiring was found to be in working order. 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 623-594-1000. Thank You. George Executive Escalations Cox Communications
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by moving to a location that Cox was not able to service. At the time of the disconnection, the policy did not allow representatives to waive the early termination fee for the situation. We contacted the customer...
directly and came to an agreeable resolution to the account over the phone. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for bringing our customer’s additional comments to the attention of our office. We are sorry our customer is not happy with the outcome of our contact with him on 9/29/16. As mentioned in our original response, our customer advised us that his concerns with his channel line-up were resolved after he contacted our Customer Care Center. Thank you for your time and consideration in closing this complaint. Jaimi / 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 the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts were...
unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.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
I have attempted to contact George at the number he provided 4 times now, and never received a return call (despite the voice recording stating that a return call will be given within 24 hours).
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 speak with them directly to discuss their concerns with their account billing. Although we were unable to speak with our customer directly, upon receiving this complaint we did make contact with our Refunds Department regarding our customer’s concerns. As of 7/7/15 our Refunds Department has advised us that they have corrected the account to have the disputed balance removed. This Cox account now has a zero balance. 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
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by not being fully informed on pricing and services. We have attempted to contact the customer directly by telephone and email. The account has been corrected to the advertised bundle that starts at $139.99. That...
bundle pricing does provide a certain level of service. There are exclusion like additional equipment and channels, as well as taxes and fees. Once we have made contact with the customer, we can review the account in detail and come to a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[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.]
Revdex.com:
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,
Jonatan F[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]
The package that I ordered at the time was for 100 MB of Internet data along with TV cable and a home phone. The first two days that I had the service I couldn't receive a signal for the Internet, I contacted Cox about five times between the dates of January 7, 2016 and January 27, 2016 in regards to my Internet service not working properly. I had ordered the 100 MB Internet package and it would never get to its full capacity speed, I was only receiving approximately 10 MB of data from the moment that I got the Internet services. Although they did get the cable television services to work properly after the second day, I would still call over the phone and they will troubleshoot things with me to try to get the Internet working properly. It still wouldn't work. I would then have to call back and have a technician come out to try to have the Internet services to get up to 100 MB. The only service that ever worked properly was the telephone. The last time I called Cox communications for my Internet not working up to 100 MB was the date of January 27, 2016 at that time the technician that came told me that Cox doesn't even offer the services of 100 MB in my area and he wasn't sure they even sold me the data plan because I would never be able to get that speed in this area. Therefore, the date of January 27, 2016, I called Cox to have my services disconnected because I would never be able to get the 100 MB speed that I ordered""I advised the cox representative to have my serviced terminated. The representative that I spoke with credited my account with $68.00 for Internet fees which left me with a balance of $79!, and told me that I would not access an early termination fee due to the service not being offered in my area and because I only had my services for less than a month"My question to you is why adverting 100MB cox speed internet knowing that cox did not even had the equipment to accommodate customer??
Revdex.com Case # [redacted]We regret to hear of the issues our customer has had with their Cox services.We have contacted the customer directly to address her 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We have reached out to our customer in response to their rebuttal. The customer has informed us that he has decided to discontinue his services with Cox Communications. While we are disappointed to hear the customer has decided to disconnect their service, we respect their right as a consumer to do so. Should the customer change their mind in the future, we are always open to have them as a Cox customer again. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank our customer for taking the time to file her concerns regarding her Internet services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.When speaking with our customer on 1/09/15 we...
let her know that we are dedicated to reaching a resolution for the issues outlined in her initial complaint. During this call, we scheduled a service repair appointment for 1/11/15 to investigate these issues. During this repair appointment, our technician determined additional work on our outside equipment would be needed, and this was forwarded to our Network Operations Department. On 1/12/15, our Network Operations Department dispatched a technician who completed additional repairs on the equipment outside of our customer’s home to ensure the issues were resolved. When speaking with our customer on 1/13/15, we were able to confirm that the issues with her services have since been resolved. We appreciate our customer’s patience and understanding while we addressed these concerns. 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
[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.]
Revdex.com:
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.I am sad to say that this is a pattern with Cox Communications and the only way I've even been able to resolve my issues has been to come to the Revdex.com. I wish Cox could simply be a responsible business that actually cares about keeping their customers. However, having the monopoly in Phoenix negates this from becoming a reality.
Regards,
Bonnie Myles
Revdex.com: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 got told that there are known Contur issues that causes this problem got told by the tech [redacted] - will want out of contrac or a deep discount for the problems this serive has - that Cox knows about and not doing noting about Rebotting the box is not fixing nothng - DONT PUT OUT THE PRODUCT IF DONT WORK Regards,[redacted]
February 9, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with his account and billing. Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve. The customer has...
our contact information and we will continue to work with him to ensure his billing is addressed appropriately. As always, thank you for bringing this to our attention. Catherine/ Cox Communications Executive Offices/ Arizona
[redacted]—Revdex.com rebuttal # [redacted]
We are sorry that the customer is unhappy with the answer that we supplied your office on July 14, 2016.
While the customer continues to insist that he was never notified that his rate was temporary, we are unable to reinstate the discounted rate for service. Our Sales Team is knowledgeable in locating packages that work best for our customers. Should the customer wish to change his level of service, or would like to talk to a Customer Service Agent regarding package and promotion options, he may call us at ###-###-####, or toll free at ###-###-#### to discuss his options. We ask that the customer allow us the opportunity to assist him with his services.
We hope this information has been helpful for final closure to the client’s concerns.
Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com:
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]
September 9, 2016—Revdex.com complaint # [redacted]—Josephine A[redacted] We were sorry to hear of the confusion that the customer experienced regarding her account and billing. Due to the concerns that she brought to the attention of your office, a thorough review has been completed on the...
account. The customer states that she was never advised that her first year of service had promotional discounts, and is requesting us to decrease her monthly rate. At the time the customer signed up for service, the agreement was set up for a 2 year PLG (Price Lock Guarantee) and the information and details of the service contract were included on the August 11, 2015 billing. Page 2 of that billing statement included this verbiage—“You are receiving a promotional discount off your price protected rates. Your price protected rate, noted below each discounted service, will take effect at the end of the promotional discount period. Page 2 of the bill also stated--IMPORTANT NOTICE. Your 24 Month Price Lock Guarantee Service Agreement is enclosed. PLEASE READ IT CAREFULLY AND KEEP A COPY FOR YOUR RECORDS AS IT AFFECTS YOUR RIGHTS AND OBLIGATIONS. You may cancel this Agreement or make changes to your Price Lock services without paying an early termination fee within 30 days from the start date of your Agreement or 7 days from the date of this bill statement, whichever is later. To cancel or change your services, call Cox at the number on this bill. Should the customer wish to view the August 11, 2016 billing information in full, she may access up to 18 months of her statements online at www.cox.com. We hope this information has been helpful to the customer as well as your company. For any other questions with her service or billing, the client may contact us at 866-867-7644. Thank you for the opportunity to address the concerns of the customer. Catherine/Cox Communications Executive Offices/ Arizona
November 9, 2015Revdex.com complaint# [redacted]—Logan B[redacted]We were sorry to hear of the confusion that our customer experienced with his final billing and balance owed.Due to the concerns that the subscriber brought to your attention, we contacted him directly to discuss. The customer has our...
contact information and we will work towards a resolution to the situation at hand. As always, we thank the Revdex.com for the opportunity to address a valuable customer concern. Catherine/ Office of the General Manager/ Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file his concerns regarding their Internet 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 do see our Field...
Services Department dispatched a technician to our customer’s home on 7/20/16 to address the issues at hand. After speaking with the supervisor for the technician that visited our customer’s home we have learned that the issues have been addressed and that the Cox equipment, signal, and wiring was found to be in working order. 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 623-594-1000. Thank You. George Executive Escalations Cox Communications
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by moving to a location that Cox was not able to service. At the time of the disconnection, the policy did not allow representatives to waive the early termination fee for the situation. We contacted the customer...
directly and came to an agreeable resolution to the account over the phone. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for bringing our customer’s additional comments to the attention of our office. We are sorry our customer is not happy with the outcome of our contact with him on 9/29/16. As mentioned in our original response, our customer advised us that his concerns with his channel line-up were resolved after he contacted our Customer Care Center. Thank you for your time and consideration in closing this complaint. Jaimi / 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 the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts were...
unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.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
I have attempted to contact George at the number he provided 4 times now, and never received a return call (despite the voice recording stating that a return call will be given within 24 hours).
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 speak with them directly to discuss their concerns with their account billing. Although we were unable to speak with our customer directly, upon receiving this complaint we did make contact with our Refunds Department regarding our customer’s concerns. As of 7/7/15 our Refunds Department has advised us that they have corrected the account to have the disputed balance removed. This Cox account now has a zero balance. 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
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by not being fully informed on pricing and services. We have attempted to contact the customer directly by telephone and email. The account has been corrected to the advertised bundle that starts at $139.99. That...
bundle pricing does provide a certain level of service. There are exclusion like additional equipment and channels, as well as taxes and fees. Once we have made contact with the customer, we can review the account in detail and come to a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[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.]
Revdex.com:
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,
Jonatan F[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]