Cox Communications, Inc.

August 6, 2016
Revdex.com# [redacted]
We would like to thank the customer for taking the time to file her concerns regarding the remaining internet issues.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.
Upon receipt of this complaint we were able to make contact with our customer and arranged to have a tech visit her home to correct the issues once and for all. Our tech visited the home on 08/03/16 and we were able to confirm with our customer that the issues are now fully 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 ###-###-####.
Thank You.
Melissa
Executive Resolutions
Cox Communications

Revdex.com Case # 11590404
 

size="3"> It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company.
 
After reviewing our customer’s concerns, we determined that the information regarding the equipment was not discussed when the disconnection order was created. We have removed the charges from her account and will ensure the appropriate feedback is addressed internally with the representatives involved.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case #[redacted]

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We would like to thank the customer for taking the time to file his concerns regarding their Cox account.
 
We spoke to the customer directly on 6/21/16 to address his concerns. Despite our efforts to assist the customer, he declined our assistance and requested no changes be made to his account. Should the customer change their mind, we will be more than happy to assist him with finding the appropriate package to meet their needs.
 
Thank you for your time and consideration.
 
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

June 8, 2016—Revdex.com rebuttal [redacted]--# [redacted]
This reply is being sent to your office in regards to the rebuttal that the client filed regarding her billing dispute.  As we confirmed in our first response, the billing was adjusted as the customer requested.  The client states in her rebuttal to your office that she is now experiencing Internet speed issues. She also states that she would like someone from our Corporate Office to call her to address these service concerns.  Our Corporate Office personnel do not have the training to troubleshoot and diagnose data connectivity and speed issues with our Arizona customers.    
Our Technical Support Team is available 24 hours a day, seven days a week, and 365 days of the year for our customer’s convenience. This group can check signals, review equipment, and verify modem levels on the phone with our clients.  This team can also diagnose and provide advice to our clients, as well as schedule a service call to the customer’s home.  If a service call is needed, our Field Technicians work seven days a week, 365 days of the year, and we offer convenient two hour time frames.  We can be reached locally at ###-###-####, or toll free at ###-###-####.  Review of the customer’s account does not indicate that she has reported any service issues to us, and we have no service records on file for internet issues.  We ask that the customer utilize the resources that we provide and allow us to assist her in the manner to which our agents have been trained.
We hope this information has been helpful to your office.  Thank you.
Catherine/Cox Communications Executive Offices/ Arizona

We would like to thank our customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.

face="Times New Roman" size="3">  
We have contacted the customer directly to address their concerns and provide a successful resolution.  We advised that Cox does not throttle our customers internet service when exceeding their monthly data usage.  We scheduled a service visit to review our customer’s service issues.  The service visit was cancelled by our customer after an issue involving his home network was found by his personal IT specialist to be the cause of the data usage overage. 
 
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.
 
Lawrence E.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We were sorry to hear that the customer is not satisfied with her monthly rate and billing.  We did attempt to reach the customer and discuss her concerns by phone, but were unsuccessful in reaching her.

 

The customer states in her correspondence to the Revdex.com that our company has...

misled her with the rates quoted to her.  Notes on the customer’s account indicate that our Care Center Team did explain that our bundled discount package does have a $20.00 “step up” pricing in place at the six month mark.  Our records also indicate that on September 30, 2014, our agent did offer and add an additional campaign to ensure the customer’s rate was kept at the approximate rate that she was charged in the past.

 

We apologize again that the customer is confused and unhappy about her rates.  The feedback that the client provided has been forwarded to our Marketing Team.  We realize that comments such as this are beneficial to our company, so we thank the Revdex.com for passing this information to us. 

 

[redacted]/Cox Communications Executive Offices/ Arizona

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.

There was no complaint to the [redacted] (so don't know what that is all about. Before the cable was turn off the first time we were trying to pay before hand, when finding the direct withdrawal was not as we though. We talked to many people at cox trying to make payment or make arrangements. Every time we did, we got the run around as I mention before in the first letter to the Revdex.com in regards of cox. When turned off the first time, we kept calling and it was the same result. The credit they are mentioning was made because the contract was never told that it ended nor anything issued in regards and found in fault. Still in the phone calls no one would take my payment. Even was told that I should of payed before it was turned off. Again the run around for over 2 months with wait for a supervisor for call or wait til a guy comes out to make arrangements before turning off the second time. I waited while calling with great patients still asking to make payment. I was told I couldn't, wait for supervisor over and over. By this time, the bill and then some would of be paid. But no one would take it. When turned the second time, the guy whom can out said he had nothing to do with it. Then finally got a supervisor whom said you should of paid it before it was turned off the second it in which I could not believe she said that when I said it before how over a month. Even now I am and you as well in the Revdex.com notices that in the letter you received does give a phone number that is a general line that I call over and over for help. THESE PEOPLE AT COX DON'T REALLY CARE IN HELPING OUT THE CUSTOMERS. The people who work there are like trained robots whom just say the same thing over and over not wanting to help because it does not say in that robot book of theirs to!!!

Regards,

Revdex.com Case # [redacted]
We would like to thank the customer for taking the time to file their concerns regarding our promotional offers. It is certainly not our intention to cause any confusion.
We have contacted the customer directly to address their concerns and provide a successful...

resolution.Thank you for your time and consideration.
Jesse W.Executive ResolutionsOffice of the General Manager

March 18, 2014 Complaint ID# [redacted] We would like to thank the customer for taking the time to contact our company via the Revdex.com regarding the billing on her former account.  We regret the frustration and difficulty the customer has experienced in her attempt to...

resolve this matter.We’ve reviewed the customer’s account and cannot find any indication that the customer contacted us to close her account.  We have no indication that account has been accessed at any point prior to October 30th when the customer claims she requested disconnection of her Internet service.  This is why the account was not closed until it went into non-payment status on November 21, 2013.  We’ve removed the outstanding balance of $67.98 as a show of our commitment to being the most trusted provider.  We have also notified the collections agency as to the now satisfied status of this debt. The customer has been an outstanding customer and we hope to have the honor and pleasure of her business in the future.  Should the customer have any questions regarding the status of this account she may contact the Collections department at [redacted], or our Billing department at [redacted]. Thank you for your time and consideration.  Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

Revdex.com Case #[redacted]

white;"> We are sorry to hear of the negative experience our customer encountered with our outside sales team. 
We contacted our customer directly to address the concerns she brought to the attention of your office. We were able to offer a solution to resolve her service level and billing issues in which we felt were fair.  Our customer was satisfied with the offer and she did accept our resolution to her concerns.   
We appreciate the opportunity that the Revdex.com has given to us to assist our customer.
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

October 28, 2015Revdex.com complaint # [redacted]We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her billing.  Due to the concerns that the client brought to your attention, we contacted her directly to discuss the...

details.  Although the subscriber refused to speak with us, we have honored her misquote through a credit in her account.  The client has our contact information so she can call us directly.As always, we thank the Revdex.com for the opportunity to assist our customer.Luis/Cox Communications Executive Offices/ Arizona

Revdex.com Case [redacted]

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.

We have contacted the customer directly to address their concerns and provide a successful...

resolution.

It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. 

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

March 3, 2014
 

Revdex.com complaint #...

[redacted]
 

We were sorry to hear that a customer is confused by her billing statement from our company. 
 

Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account.  Our records indicate that at the time the customer filed the complaint with the Revdex.com, the subscriber’s billing had not yet updated in our system.  Review of the account ledger confirms that the subscriber’s bill printed on February 12, 2014; and the disconnection request was not processed until the 17 of the same month.  Because our company prints bills only once a month, the customer can call us at [redacted] to get an update on her final billing. The customer may also view her billing on line via our website at www.[redacted].com/[redacted].  We would also like to point out to the Revdex.com that taxes are programmed and charged to customers automatically, via our system.  Review of the account does not indicate that the subscriber has been taxed improperly. No refund is due to the customer.
 

We are sorry for the confusion that the customer experienced with her bill.  We hope this information has been helpful to the Revdex.com.
 

[redacted]/Cox Communications/ Office of the General Manager

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide...

a successful resolution.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 would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration.   While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have and has never offered a “rent to own program.”  The customer stated that one of our store agents verbally offered him a rent to own equipment program, and we continued to charge him for leased modem fees after the customer determined the equipment was paid off.  Due to multiple calls into our care center and customer confusion,  we offered and applied a courtesy credit totaling $130.00.  No further credit is justified and the customer has been made aware of this.
We hope this information is sufficient for final closure to this complaint. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer is having technical issues with his Cox Internet service. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. We do need to schedule...

a service call to review the location and work on successful resolution. Once the issue is resolved we can further assist the customer’s concerns about billing for the services impacted by the technical issues.  Thank you for your time and consideration. Sirena M.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a satisfactory resolution.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 are sorry to hear that one of our customers is experiencing difficulty with her Internet service. Our records indicate that we previously addressed the customer’s speed issues in October, as the client called our Corporate Office regarding her data speed.  Due to her call to our...

office, we asked our Field Management Team to contact the customer and meet with her to address the service concerns.  On November 4 of this year, our technician Mauricio met with the customer and was able to confirm that our service was operating as it should, and determined the problem was due to the customer’s router.    While the customer was not happy that Mauricio proved that the router was the problem, we can confirm that when the line was connected directly to the computer, the speed test verified that that service was not substandard.  After reconnecting the router, the speed once again dropped to an unacceptable level.  While our Field Leadership determined that the service call fee was a valid charge, we have removed it from the customer’s bill, as a courtesy.  As our technician advised, we highly advise that the customer purchase a 1 Gigabit router to accommodate the speed that she is receiving from our company.  We have no support to apply service credits to her account.    We hope this information has been helpful to the Revdex.com.  Thank you for the opportunity to address the concerns that the customer brought to your attention.   [redacted]/Office of the General Manager/Cox Communications

March 2, 2016--Revdex.com complaint # [redacted]

Roman" size="3"> We are sorry to hear of the customer’s confusion regarding billing from our company.  Due to the concerns that were brought to the attention of your office, we reviewed the subscriber’s ledger and found no illegitimate charges on her billing.
Our Collection Department confirmed that accounts that are shut down for nonpayment or returned payments are subject to reconnection fees.  This fee is charged for both disconnections done through our system, as well as physical deactivations that are done outside of the home.  Our Collections Team also advised that our clients are given notices by phone, text, email, and the Postal Service before the disconnection of service occurs. This team can put a disconnection of service on hold with a promise to pay later.  Our Billing Agents also have the ability to make payment arrangements or extensions in some cases, so we always suggest our customer contact our Customer Service Department at [redacted] for assistance or guidance with their billing. 
We never like to see a valuable customer being charged late fees and being disconnected due to lack of payment.  If another time of the month is more convenient for the customer to pay their billing, our Customer Care Team can also change a client’s statement billing date.  
We hope this information has been helpful to your office, as well as the customer.  Thank you.
[redacted]/Cox Communications Executive Offices/ Arizona

June 17, 2016  Revdex.com complaint # [redacted]—Tamas * V[redacted]   We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill.  Due to the concerns that the client...

brought to your attention, we contacted him directly to discuss the details.    At this moment we have resolved the customers billing concern in a satisfactory manner.  The client has our contact information should he wish to contact us directly.   As always, we thank the Revdex.com for the opportunity to assist our customer.   Luis/Cox Communications Executive Offices/ Arizona [redacted]