Cox Communications, Inc.

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our...

customers concerns regarding their home security sales experience. It is never our intention to cause frustration for our subscribers.   
We contacted our customer directly in response to the concerns that he brought to the attention of your office.  A thorough review of the account shows that our customer activated our home security service in November of 2015.  At the time of the installation there were not any disputes on the equipment being installed.  The customer was contacted in February by one of our Security Supervisors to address his camera and equipment concerns, and we understand that he was not happy with the outcome of this interaction.  While it is always our goal to provide 100% satisfaction to all of our clients, we were not able to provide the subscriber with the information that he was looking for. 
 
We apologize that the client is not satisfied with the service and the answers that we have given to him.  If the customer would like to speak to our Home Security Team, he may call us directly at [redacted]
 
We hope this information has been helpful to your office.  Thank you.
 
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We were sorry to hear that the customer was not satisfied with our first response to the Revdex.com.  As we stated in our previous reply, we don’t have any notations on the customer’s account that indicate we agreed to a free install/upgrade of cable and Internet service. While we attempted to listen to the conversation between our agent and the customer, the file was no longer available, so we were unable to hear the call.  We were also advised if the normal and customary install and service order fees were to be waived, a notation would have been included on the work order, as well as the account.  Because we have no support to waive the disputed $120.00 charges, these charges will not be removed from the customer’s bill.

 

Late fees are assessed if we do not receive the payment due by the scheduled due date.  Our monthly statement clearly states that if a customer has a billing question or dispute, the best course of action is to call us as soon as possible so we can address and rectify the concerns. 

 

The customer states that she is not receiving the channels that she wants.  Our records confirm that the customer is currently subscribing to the Starter level of cable.    Our Billing Department noted on September 11, 2014, that the customer hung up after requesting to speak to a Supervisor  We urge the client to contact us at her convenience and allow one of our knowledgeable agents to review her account with her.  We can be reached by phone at [redacted]Call: [redacted], or via our website at [redacted].   We also offer Live Chat as well as email correspondence.  Our agents are trained to assist our customers to find the best packages for our clients.  Our Technical Support Team is available 24 hours a day, seven days a week, and 365 days of the year.  This group is trained to address service issues, outages, and technical problems with any of our products, and can also be reached at [redacted]Call: [redacted].

 

We hope this further information has been helpful to the Revdex.com. 

 

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

Revdex.com rebuttal complaint # [redacted]

 

This correspondence is in reply to the rebuttal response submitted by the customer to the Revdex.com.

 

We attempted to reach this customer today, but we were only able to leave a message. 

 

As we stated in our response to your company this morning, our office, as well as our Field and Network Team, has been working with this customer since March of this year to address the service issues that have been brought to your attention.

 

The customer states that she is experiencing intermittent tiling and freezing on her video service and is requesting further credit.  The customer will be advised when we receive the results from our Network Operations monitoring, and we will continue to work with our Field and Maintenance Team on the clients concerns.  The customer will be fairly credited once we have more information. Our records confirm that the customer was appropriately credited for the previous service issues that she experienced earlier this year.

 

We know that as a service oriented company, it is always in our best interest to ensure that our customers are receiving the service that they expect, and deserve.  We hope that the Revdex.com will recognize the effort and diligence that our company is committed to on the clients concerns.  Thank you.

 

[redacted]/Cox Communications Executive Offices

The customer states that he still has not been reimbursed for equipment charges that we billed him for on July 5, 2014.  As we stated in our first response to the Revdex.com, his equipment charges were reversed on July 15 of this year.  As a customer of our company, the subscriber has the ability to view up to 18 months of billing on line at [redacted], should he wish to view all of his charges, credits, and payments.

 

We don’t show that the customer has contacted our Customer Service/Billing Department for assistance with his bill, as we advised in our first response to your office.  We do suggest that he contact our Billing Department at [redacted], at his convenience.  Our knowledgeable and friendly agents can address all of his questions and concerns. We would like to point out that our attempts to reach the customer failed, as we did not have a valid phone number to reach him.

 

We hope this additional information has been helpful with closure to this complaint.  Thank you.

 

[redacted]/office of the General Manager/Cox Communications Executive Offices/ Arizona

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

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May 7, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding the Lifeline discount for her Cox telephone services.  Please let me begin with an apology for the challenges she has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.    
 

The Lifeline program recently underwent some changes last year and became a federally recognized program for customers to subscribe to.  With these changes, the FCC required that all customers had to reapply and submit a new application by January 1, 2014.  We notified all active Lifeline customers at the beginning of November and asked them to reapply by the January 1, 2014 deadline or they would lose the current Lifeline discount on their account.  Cox did not receive the customer’s application by January 9, 2014 and; therefore, we were forced to remove the discount from her account. 
 

I have had the department that processes the forms research their records and files and they were unable to locate the new application submitted by the consumer.  We apologize that the application was not received.  I have placed a $25.00 courtesy credit on her account today for the problems that she faced. 
 

I confirmed that the customer’s telephone service was disconnected on April 18, 2014.  The customer is still in possession of the hybrid telephone modem and her account has been charged a $100.00 unreturned equipment charge.  She will need to return the modem to any one of our Cox Retail Store locations and the $100.00 will be credited back to her account.  This will create a credit balance on her account and it will be processed as a refund and mailed to the customer.
 

We apologize for the problems she had and hope to regain her confidence in our organization.  We look forward to providing her with the excellent service that she deserves and should expect from our company.  If she should require further assistance, she may contact our Customer Care Center at ###-###-####.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

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

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June 4, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding her former Cox account.  Please let me begin with an apology for the challenges she has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.    
 

Research of her account confirms that she had requested to disconnect her account on March 17, 2014.  Cox spoke with our customer on April 21, 2014 and credited all of the charges on her account.  Unfortunately, a small balance remained of $2.50, causing automated calls from our Collections Department to be made to the customer. 
 

The consumer contacted Cox again on May 22, 2014 and our agent located the error and credited the final balance of $2.50.  I have confirmed that her account is currently at a -0- balance and it has been closed out.
 

We apologize for the problems she had and hope to regain her confidence in our organization.  We are sorry to lose her as a customer and hope that she may reconsider installing Cox services in her home in the future.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

December 15, 2015

size="3">

Revdex.com complaint # [redacted]

We apologize for our delayed response to your office

regarding the concerns that the customer brought to your attention.

We have been in touch with the customer directly, and he has

our contact information.  We are working

with him in regards to his refund request, and we will be updating him with

confirmation of his refund.

As always, we appreciate the opportunity to assist a

customer, so we thank you for bringing this to our attention.

Catherine/ Cox Communications Executive Offices/ Arizona

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.   We have contacted the

client directly to address his concerns in detail and he has our

contact information if he would like to discuss this...

further.   It is always our goal to provide our customers with exemplary

customer service. 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

November 4, 2015Revdex.com complaint # [redacted]We were sorry to hear of the difficulty that the customer is experiencing with his services.  Due to the concerns that the customer brought to your attention, we contacted him directly to discuss.  Our Field...

Leadership is aware of the video reception service grievances that the client has brought to the attention of your office.   We will continue to work with the customer directly towards resolution of the service concerns.As always, thank you for the opportunity to assist a valued customer.[redacted]/Office of the General Manager/Cox Communications Executive Offices

September 22, 2015 Revdex.com complaint # [redacted]   [redacted] We were sorry to hear that the customer did not receive his [redacted] gift card.  When we spoke to the customer on August 31, 2015, we advised him that our vendor confirmed that he should receive the card...

within the next 10 days.  We also advised the subscriber that he should let us know if he did not receive the gift card within the 10 day time frame.  The client did not get back to us or let us know that he didn’t receive the card.   Now that we are aware that the customer has not received the gift card, we contacted our Marketing Team for assistance and requested the [redacted] card be expedited to the client as soon as possible.  We will contact the subscriber to let him know the date he will receive the card. We hope this information has been helpful to the Revdex.com.  We realize the frustration that the customer has experienced over this matter.   We would like to point out that the [redacted] gift card promotion has been utilized off and on for several years with our company, and hundreds of people have qualified for and received the card in the mail without incident.  We apologize that this particular customer did not experience a smooth and seamless promotion.   As always, we appreciate the opportunity to assist. [redacted]/Office of the General Manager/Cox Communications Executive Offices/ Arizona

Hi,
As I have mentioned in my complain, I did talk to customer representatives before putting my account on hold in 2nd week of August & while activating the account in mid september. I was confirmed that price will not change.
If Cox is claiming that, they have not confirmed the same, I would like them to send the copt of the call recordings of the same.
 
Thanks,

October 27, 2016---Revdex.com complaint # [redacted]
We were...

sorry to hear of the confusion that the customer has recently experienced with our company.            Due to the billing concerns that he brought to the attention of your office, we contacted him directly to discuss his billing and paperless statement questions.  The customer has our direct number and will let us know directly if he has any problems receiving his next billing statement.
As always, we appreciate the opportunity that your company has given to us.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona

July 14, 2016—Revdex.com complaint # [redacted]
 

face="Times New Roman" size="3"> We were sorry to hear of the confusion that the customer is experiencing with his bill. Due to the concerns that he brought to the attention of your office, we reviewed his account.
 
Our records confirm that the customer signed up for Preferred Internet service with our company on June 5, 2015.  Our sales agent was able to grant a temporary discounted rate to the client at that time.  This campaign guaranteed the Preferred Internet Service at $19.00 less per month than the actual market rate. ($54.99 vs $73.99) On June 5, 2016, the 12 month campaign ended and the customer is now paying the regular rate for service. 
 
We are sorry that we are unable to grant an extension to the 12 month temporary campaign. Our company believes that we offer a superior data product and we are glad that we were able to provide the customer with an attractive discount over the past year.  Should the subscriber with to change his services in any way, he may call our Customer Service Department at ###-###-####, or toll free at ###-###-#### to discuss his options.
 
Catherine/Cox Communications Executive Offices/ Arizona

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.   We have contacted our customer directly to address his concerns in detail and were unable to come to a mutual resolution.  While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have/have never offered a rent to own program.   
The customer stated that one of our store agents verbally offered him a rent to own modem and we then continued to charge him after the customer determined the equipment was paid off.  Due to multiple calls into our care center and customer frustration,  we offered and applied a one time courtesy credit of $130.00.  No further credit is justified and the customer has been made aware of this.    
 
It is always our goal to provide our customers with exemplary customer service. 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

We are sorry to hear our customer's concerns with the billing were not fully resolved. We reached out to the customer on June 17th, 2015 to address his concerns and work towards a resolution. With the assistance of our back office support team, we were able to find alternative options to provide a comparable monthly rate. On June 18th, 2015, we spoke to the customer again to advise him of the new monthly rate. The customer agreed and accepted the new monthly rate. We are confident after speaking with our customer that we have been able to provide a successful resolution.  As always, 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 customer for taking the time to file his concerns regarding the Service Call Charges he was billed. ...

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 have researched the account in question and determined that the charges were made in error and were removed. We genuinely appreciate our customer’s patience in dealing with this matter.
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 customer’s perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that he has experienced.  If he should have any additional questions or concerns, he can contact our Customer Care Center at ###-###-####.
Thank You.
[redacted]
Executive Resolutions
Cox Communications
 
 
 
Tell us why here...

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.The sincerity is lacking in Mr. [redacted] response. He apologizes that WE felt the need to contact the Revdex.com for their help in obtaining the services from Cox that we continue to pay for although were not receiving. We tried several alternate routes of resolving this issue and had absolutely no help from any employee or manager alike. We were treated horribly, hung up on, passed off, and I was unable to complete work projects due to their lack of assistance. The technician did come out on Friday, only 5 days after our SCHEDULED date so that was much appreciated. He was very professional and knowledgable. What would make me content at this point is some sort of compensation of cable/internet for our time and my missing work. I think that is more than fair and a manager should have handled this over the phone after we submitted our complaint then. However, they chose to pass us to their subordinate and hang up on us. 

Regards,[redacted]

We were sorry to hear of the confusion that the customer recently experienced with her billing.  It is never our intention to cause problems for any of our customers, so we sincerely appreciate the opportunity to address the concerns that t the customer brought to your attention....

 

The customer states in her message to the Revdex.com that she requests her refund be processed and mailed to her at her new address.  We have received confirmation from our Accounting Team that her refund is being processed and will be mailed to her at her new address on October 21, 2014.

 

We apologize again for the confusion that the customer has experienced with our company.  We hope this information has been helpful to the Revdex.com, as well as the customer.  Thank you.

 

[redacted]/Cox Communications Executive Offices/ Arizona

May 5, 2016—Revdex.com complaint # [redacted]
We were sorry...

to hear of the confusion that the customer has experienced with our company.  Due to the concerns that the client has brought to the attention of your office, a thorough review has been completed on his account. Our records confirm that on April 28, 2016, the customer‘s account was credited for the service calls, as well as the installation fee.  Notations from our Field Technician confirmed that the client’s modem was the cause of the speed issue, and we were able to confirm that the signal and service that we were providing was not substandard.   Standard lease fees do apply for the rented modem.  We do not and have never offered HBO free for a year, and could not find any documentation to validate this claim.  Should the customer have further questions regarding his account, he may call our Customer Service Department at 623-594-1000.
We hope this information has been helpful to your office.  Thank you.
Catherine/Cox Communications Executive Offices/ Arizona

May 5, 2014

Revdex.com complaint # [redacted]

We were sorry to hear of the difficulty that the customer experienced in his pursuit to address his billing concerns.

yes">  We sincerely appreciate the opportunity that the Revdex.com has given us to assist the subscriber with the concerns that he has brought to your attention.

Because of the complaint filed, we requested one of our Billing Supervisors to contact the customer to address and resolve his concerns.   We have been advised that our agent [redacted] contacted the customer and explained the subscriber’s current billing and monthly rate charged for services.  We were told that the subscriber was happy with the service that he received; and now understands his billing.  We were also told that the customer was unhappy with the service he received from our company in general, before speaking to [redacted].  We would like to assure the Revdex.com that the customer’s feedback has been forwarded to the appropriate leadership for further review an investigation.  We may not like to hear that one of our valued clients did not have an excellent experience with us; but we must.

We hope this information has been helpful to the Revdex.com.  Thank you again for the opportunity to assist our customer.

[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona