Cox Communications, Inc.

I just want to say Cox has the worst, absolute worst, customer service. Maybe this is because they have so many complaints that they themselves no longer care. We pay an incredibly ridiculous amount a month for internet and contour and not to mention a land line that we don't need. But was part of the "bundle" that we were supposed to be getting a "deal" for. What a JOKE. Our on demand has not worked since the beginning. Goes out when you try to watch HBO on demand, which we are paying for additionally a month. Freezes up when we rent a $6.99 movie, goes out of HD to almost a blur. Had to up out internet TWICE since signing up because it was not strong enough to support 2 phones? Is this real life? Now, out contour box will not get a signal. The rep on the phone said to bring it to the store to exchange. What do you know, they are out of boxes. And they also are not able to ship it themselves. Not to mention, they hire thugs and incompetent people. They should be embarrassed. This is absolute the worst 8 month experience I have ever had and would never recommend them to anyone!

July 20, 2016

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Revdex.com complaint # [redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, we contacted the customer directly.
 
Upon receipt of this complaint we see that this customer has already spoken with our Social Media Team as of July 19, 2016 and that the issue has been resolved. We are confident the issue at hand has now been resolved.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Melissa/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.

This is a followup from my Email of Friday.  First, the 150Gb of online data is still what I see, so no change there.  I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications).  Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response.  Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: 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. I don’t know what the intention was, but it cannot be correcting the problem.  If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to  call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem.  The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change.  The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue.  So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails).  This continues through this evening, although I would not have expected a phone call between Friday night and now.  However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records.  It looks like either the calls were not made or were made to the wrong number.  Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling.  However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer.   I am not certain how to take the above sentence.  If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved?  So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing.  After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.

Regards,

Revdex.com
 I have accepted the credit to our account. However, as a matter of principle - despite the claim by Cox communications -  we were given inaccurate information by the DSR regarding the seasonal service.

Revdex.com #11590416We would like to thank the Revdex.com for bringing our customers additional concerns to our attention.  Please know that we have forwarded our customer’s experience and feedback to the DSR’s leader for further review.         We are sorry for the frustration this experience has caused our customer.  Thank you for your time and consideration. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]We sincerely regret any inconvenience this individual has experienced with our company. We have contacted this individual directly to address her concerns and provide a successful resolution. Thank you for your time and...

consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

June 4, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with the rates that he is paying for service. Due to the concerns that the customer brought to your attention, we attempted to reach the customer directly...

by phone.  While we were not able to speak with him, we did leave several detailed messages and advised of our solutions to his concerns.  We invited the customer to call us directly if he had questions regarding his account.  Also, the customer is always welcome to call our Customer Service Department for assistance at [redacted].   Thank you for the opportunity to assist our customer.   [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution.Thank you for your time and...

consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case# [redacted]

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We spoke with our customer directly on 7/6/16 to address their concerns. We advised her that prior to our initial voice message left on 6/30/16, we had an opportunity to review the call and determine what had been discussed regarding the new rate. We explained to our customer that the pricing provided by the Cox Representative during the call was accurate. Despite our efforts to address her concerns, the customer requested an e-mail with information for her to obtain these records. We sent an e-mail to the customer that evening on 7/6/16 with the required information and process needed to obtain the call.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Please read this carefully. Someone is misunderstanding this complaint.The complaint below occurred on 12.29.14. Because it references the same complaint made on 05.29.14, less than three years from the original complaint to the same business, you (the Revdex.com) cancelled it. You then gave me the e-mail address for an [redacted] to re-open the original complaint because Cox has not stopped advertising as promised. The latest response from Cox regarding this new complaint indicates they do not have the communications from the first time around, last May. During the time of the original complaint, Cox asked for a photo of the ad placed on my front door. I provided a photo (see attached). Also attached is a photo of the most recent ad placed on my front door. At no time has Cox ever asked me to submit the actual ads placed on my front door.Below is the latest complaint, cancelled by the Revdex.com because is occurred within three years of the original. It describes what happened recently. After the most recent complaint are the communications with Cox during the first complaint for the same issue, made in May 2014.

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.

Consumer Information[redacted]Business InformationCox Communications[redacted]-Complaint SummaryComplaint Type: Consumer to Business ComplaintNature of complaint: An advertising term the seller will not honorProblem description:For over 10 years Cox Communications has placed advertising on the front door of my home, next to a "No Advertising No Soliciting" sign. After complaining to Cox and the Revdex.com many years ago, the problem stopped. Then last May, it started again. On 05.29.14 Cox placed advertising on the front door of my home, next to the "No Advertising No Soliciting" sign. I filed a complaint with the Revdex.com the same day (CID [redacted]). I was contacted via e-mail by [redacted], Executive Customer Resolutions Specialist from Cox. She told me she would look into the problem. Since the link through the Revdex.com to this case is no longer active, I cannot verify what action was taken to prevent this from happening again. However, I did request one month of free service as this issue had existed in the past and promises were made it would not happen again. I only received credit for half a month. Today (12.29.14), another Cox advertisement was placed on my front door, again, next to the "No Advertising No Soliciting" sign. As with the previous time, I took a photograph of the advertisement.Desired Settlement: Other (requires explanation)Desired Outcome: Cox has proven itself disinterested in respecting me as a customer. This time, I want two months credit for my internet connection from Cox and a written explanation of how Cox will prevent this issue from occurring in the future. No exceptions!Complaint DetailDate Purchased: 10/15/2004Date of First Problem: 10/15/2004Have you complainedor contacted the business? YESDate Complained: 6/4/2014Waivers
I authorize the business to communicate with the Revdex.com about my complaint and disclose to Revdex.com any personal information related to the complaint including the following if applicable: (a) information about a transaction or payment, (b) student records, and (c) information about an alleged debt.    Your complaint cannot be changed, edited or deleted once it has been submitted.    An exact copy of your complaint will be sent to the business.    The text of your complaint may be publicly posted on Revdex.coms website (Revdex.com reservesthe right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information when you tell us about your problem or in your desired outcome. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaintto protect privacy rights and to remove inappropriate language. I acknowledge that the text of my complaint must be publicly posted on the Revdex.com website. The text of your complaint must be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy.) Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.ID [redacted]

Regards,

D Liddell Below are the communications and resolution after the first complaint:05.29.14 complained to Revdex.com after Cox ad was placed on house.CID [redacted] around 06.17.2014Sent complaint to [redacted] on 06.04.14Hello Mr. [redacted],Thank you so much for this information.  I will research this matter and will get back with you.  If you should have any other questions before I get back with you, please let me know.Thanks!COX -----------------------------------------------------------------------[redacted...⇄ Office of the General ManagerExecutive Customer Resolutions Specialist   [redacted]###-###-#### Telephone//###-###-#### FaxFrom: Stuff [[redacted]] Sent: Thursday, June 05, 2014 1:58 PMTo: [redacted] (CCI-Southwest)Subject: RE: Revdex.com Complaint // Cox Advertisements[redacted],The address is [redacted]. Have Cox and the vendors place me on a Do Not Advertise List. I also want to know why the vendors consistently fail to respect No Advertising / No Soliciting signs. Finally, I don’t think it’s asking too much to have Cox credit me for a month’s internet service considering this issue has been going on for almost 10 years. As previously mentioned, everyone else respects the sign except Cox. And Cox is by far the largest business advertising in my neighborhood.DaveFrom: [redacted] (CCI-Southwest) [mailto:Susan.[redacted]@cox.com] Sent: Wednesday, June 04, 2014 3:39 PMTo: [redacted]Subject: Revdex.com Complaint // Cox AdvertisementsHello [redacted],I am in receipt of your recent complaint filed with the Revdex.com regarding the Cox advertisements placed on your home located in South Phoenix.  I want to apologize to you for the challenges you have faced in attempting to resolve this problem.   We certainly do not want to cause you any frustration.  I do know that the advertisements (a.k.a. doortags) are placed by a vendor that Cox hires and best attempts are made to request that specific addresses should not receive these on their doors. I will be researching why your previous requests have not been followed.  However, I do need some additional information from you in order to begin my research.  Your complaint did not include the address of the home, please email me back with the street address so that I may begin my research for you. I look forward to hearing back from you.  If you should have any additional questions or concerns, please let me know.  Thank you.COX -----------------------------------------------------------------------[redacted...⇄ Office of the General ManagerExecutive Customer Resolutions Specialist   [redacted]###-###-#### Telephone//###-###-#### Fax

We would like to thank the customer for taking the time to file her concerns regarding her account billing.  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 listen to the recording of the call from 2/20/16 that our customer referenced in their complaint. Review of this recording found our customer was in-fact quoted $84.06 for 12 months by our Customer Loyalty Representative but due to an error only a six month promotion was added to the account.
We discussed the findings from this recording directly with the agent in question and confirmed they were able to speak with our customer on 3/25/16 and assured her once the discount of 35% off ends on 8/20/16 that it will be reapplied for an additional six months to honor the original quote.
As an additional courtesy, we have applied an adjustment of $25.00 to the account for the frustration our customer experienced. We truly appreciate our customer’s patience and understanding and we are confident the issue at hand has now been addressed.
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.
George S.
Executive Resolutions
Cox Communications

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

 

Regards,

The response is incorrect as the error was made by their sales team in properly documenting the terms and condition.

I have been an existing customer for 9 years and was moving to a new home. The order was initially placed for the 2 services to  move - phone and internet. Since there was a lag in the date of move, the internet service was moved first and I was assigned a new number for the new location temporarily, which was to be replaced by my original number after the move. It took several phone calls to get that accomplished. As is evident by the response, there is no documentation or clarity on all these issues. 

After the move, the sales person convinced me to add the TV service to offer me the bundle price and thats where I was promised the rates and terms quoted on the internet. These were not two separate orders, just done on separate days because of excellent sales pitch by the girl on a subsequent date. Now it appears that the sales was based on lies and without the intent of honoring the promised terms. The fact that I was given a credit by the manager for the wrongfully charged pricing, validates my point. She was supposed to make all the corrections but unfortunately only applied the credit. The simple question is if you are advertising this on the internet (the terms I was promised are part of their advertised Bronze bundle), than why are my terms different?

I appreciate Revdex.coms effort to get the issue resolved but attitude shown in the above response is no different than what I dealt with on the phone and it appears to be stemming from their monopoly in the market. The focus on customer satisfaction appears to be lip service. I'm sure that COX keeps record of all phone calls including the sales. I will like to hear to those recordings, particularly the one after which the TV bundle was signed. I'm sure Cox will not have a problem sharing these recordings to resolve the matter.

Revdex.com Case # [redacted]

face="Calibri">We regret to hear of any inconvenience that our customer has experienced with our company. 
 
At this time, our Field Services Leadership has been working with the customer directly regarding their concerns. We have contacted the customer to ensure them that we will continue overseeing this matter until the issues have been resolved. We are confident we will be able to provide a successful solution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com complaint # [redacted]—Gregory Baker  We were sorry to hear that the customer was not satisfied with our resolution and response to his credit request.  We contacted the customer directly and confirmed that our company has given him approximately half of his requested refund for services rendered from 2013 to 2015.  We explained that our refund estimate was calculated including the credit that the customer already received.  Without documentation or account notes to confirm or validate that the customer requested disconnection of service at his most recent account in August of 2013, we have no support for further credit.  Our company feels that by agreeing to meet the customer half way, our $619.90 refund is generous.

We also advised him that as a consumer, it is his responsibility to be aware of automatic debits to his bank account.  Billing errors that are brought to our attention in a timely manner can be quickly rectified. 

We hope this information has been helpful to your office.
Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com Complaint – No. [redacted] – Ms. [redacted]

April 17, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the service call to her home in February 2014.  We sincerely appreciate that she conveyed her...

feelings regarding her family’s experience with one of our Field Technicians.  Whenever our customers feel that our service falls short of the mark of complete customer satisfaction, we need to know.  It is with our customer’s feedback that a process of improvement can begin.

It was most upsetting to receive a complaint detailing that our customer felt that our technician’s demeanor and actions were unprofessional.  We certainly do not wish for any of our customers to feel this way.  We take great pride on building a dependable and outstanding relationship with our customers, and we train our employees to uphold this position while working to resolve problems.  I hope this incident will not weaken that valued relationship that we would like to provide, and most importantly, what she should expect from our company.

The customer spoke with our Customer Service Representative, [redacted], on April 4, 2014 and she credited the service call charge on the account.  On Tuesday, April 8, the technician’s manager, [redacted], personally called the customer and spoke with her concerning this matter.  This has been appropriately addressed internally.  It is our hope that our customer will accept this apology for the way our service representative made her and her family feel.  

We sincerely regret that she experienced this problem and we hope that we are able to regain her confidence in our organization. She is a loyal Cox customer and we want her to know that her patronage and loyalty is important to us and we appreciate her.  For future assistance with any other issues that may arise, she may call our Customer Care Center at [redacted].  Our Technical Support Department is available for our customers 24 hours a day, seven days a week.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

February 26, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding his billing concerns.  We enjoy hearing from our valued customers but regret to learn that Mr. [redacted] has disconnected his account services with us.

We did not have the billing address as the P.O. Box number the customer preferred.  As a result the statement was sent to the service address by default.  We apologize for this confusion and show that the correct billing address was added to the account on January 20th.  We understand that this miscommunication would have prevented the customer from remitting a timely payment and would have reversed any late fees assessed to the account.  We are sorry that we were not given that opportunity prior to the customer disconnecting his account.

We will review the call the customer had with the representative that set up his account and provide appropriate corrective coaching due to the failure to update the billing address. 

We thank the Revdex.com and the customer for the opportunity to respond.  We are sorry that we were unable to amicably resolve this matter before losing the honor of the customer’s business. Thank you for your time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Revdex.com #[redacted] - RebuttalWe 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region

June 13, 2016—Revdex.com complaint # [redacted]
 
We were sorry to hear that the customer was not satisfied with our first response to your office. 
 
As we previously stated, because the monies collected was to pay a write-off amount owed on a former account, we do not have support to issue a refund.  We are unable to send a client a refund if there is not a credit balance on the account, or if the money is not owed to the subscriber.  The customer may choose to dispute the payment made through her financial institution.
 
We hope this information is sufficient for closure of this complaint.  Thank you.
 
Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted]
We regret...

to hear of any inconvenience that our customer has experienced with our company. 
Initially Cox was unable to install the level of service requested until the appropriate corrections were addressed by the customer’s property management. During that time Cox provided a lower level of service and cost to allow temporary Internet access until the requested level of service could be installed correctly.
The customer emailed us on 5/17/16 regarding the charges on his account. We left a voicemail and emailed him on 5/18/16 to advise this charge was an error and we corrected his account to reflect the right balance.
We spoke to the customer directly on 5/20/16 to address his concerns and confirm that we have corrected the billing issue with their account. We have also advised the customer that we will be providing the appropriate steps to coach the agent.
We appreciate the opportunity that the Revdex.com has given to us to assist our customer. 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer had issues with billing and payments. 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. Once we do, we will apologize for the experience...

and explain the updated account billing details. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region