Cox Communications, Inc.

August 11, 2014 Revdex.com complaint # [redacted] We were sorry to hear that the customer experienced confusion on his final billing.   Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account. ...

 Based on the contradictory information that the customer received from our Care Center regarding the unreturned modem, we have removed it from his account.  Our system will update his account within 24-48 hours and the credit balance on the account will be refunded to the customer.  Since there is no contact information on the complaint filed with the Revdex.com, we urge the customer to contact our Care Center to update/confirm his mailing address.  Our Customer Service Team can be reached toll free at 1-866-867-7644 from anywhere in the Continental United States. We hope the Revdex.com and well as the customer find this information helpful.  Thank you. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

May 8, 2014
 

Complaint ID #...

[redacted]
 

We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly billing and customer service concerns.  We are sorry to hear that the customer experienced difficulty in trying to make changes to his account.  We hope that the information provided in this response will serve to clarify Cox’s position on this matter. On February 20th of this year, the customer contacted our company regarding his monthly pricing.  He spoke with our Customer Loyalty team who applied a 20% off discount for the following 12 months. The customer was then transferred to billing in order to change the due date of his payment.  He spoke with a billing representative who changed the due date as requested.  When the customer requested to change is due date on February 20th he had a previous, past due balance of $70.99, that was due and payable for service charges from January 7th thru February 6th by February 1st.  The customer also had a current balance of $62.99 for services from February 7th thru to March 6th due by March 3rd. When the customer received the 20% Loyalty discount there was a prorated credit that applied immediately to the past due totaling $15.54.  When the customer changed his due date there was an additional prorated credit of $18.48 that applied to the past due.  Changes to the due date always go into effect on the following billing statement. It is because of confusion such that happened with the customer’s account that we do not permit the change of due date until the customer has brought their account to a current status.  We have provided the appropriate coaching to the representative who made this change. Below is a breakdown of the monthly charges, prorate credits, and any payments from when these changes occurred:
 

Feb 8th statement balance                                           $133.98

Discount prorate credit                                                 -$  15.54

Due date change credit                                                 -$  18.48

February 21st payment                                                  -$  62.99

Remaining charges due by March 3rd                        $  36.97
 

Since the customer elected to have his due date on the 18th-21st of each month, another bill generated on February 23rd for service charges from February 24th thru March 23rd for $50.39.  This balance was due on March 21st.  We are sorry the customer believes they were misled.  The account in question has consistently carried over a previous balance into each billing cycle. The customer would have had to bring the account current, paying $62.99 for his then current charges due on March 3rd and the prorated $36.97 for previous charges that were due on February 1st. We do not show support to credit the account a full month’s services but are happy to honor the credit of $20.00 offered to the customer on April 18th.  This credit has been applied to the account.  Thank you for your time and consideration. 
 

Respectfully,
 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

April 18, 2016—Revdex.com rebuttal-N[redacted]
 
We were sorry to hear that the customer was unhappy with our response to your company.  Because our investigation results have not changed, we have no support for credit to the account.
 
As we stated in our first response:

As our AUP (Accepted Use Policy) states, residential Internet service is a “best effort recreational product, not intended for business use.”
Our field technician educated customer on hard lined vs. wireless speeds; and he confirmed that the customer was receiving the advertised and acceptable level of service from our company.
 
We would again like to point out that the customer has not made any payments for service to our company during the time his account was active; which was from January 5, through February 18, 2016.  The customer’s first billing statement detailed the guidelines of the agreement and the recommendations on that bill confirmed he had 30 days to change his mind on the pact for service.  Due to this fact, the ETF (Early Termination Fee) is valid.  Service credits cannot be justified as we were not able to very that we provided the customer with substandard service.  We hope this additional information has been helpful towards closure of this Revdex.com complaint.
 
Catherine/Office of the General Manager/Cox Communications Arizona

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

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April 4, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding the service issues she is experiencing with her Cox Business Internet.  Please let me begin with an apology for the problems she outlines in her complaint.  The service she subscribes to should be consistent and reliable.  We certainly do not want our customers to experience any frustration and always strive to provide top-notch technical support and customer care. 
 

I reported this issue to [redacted], one of our supervisors in the Commercial Support Department.  [redacted] checked the service and levels for the Internet modem on the account and upgraded the firmware on the modem and the ping times were improved.  However, he did find a level issue at the address and we need to schedule a technician out to the home to repair.  [redacted] also needs to address some issues regarding her network.  [redacted] called the customer twice today and left voice messages to return his call.  Once the customer has contacted our supervisor, we will schedule a technician to the business and resolve all of the issues she has reported. 
 

I have also called and left the customer a voice message with my contact information and stressed the importance of her contacting [redacted] to work through the issues he has found. 
 

We are sorry that she is experiencing service issues and we hope that we are able to regain her confidence in our organization.  She has been a loyal Cox customer for many years and we want her to know that her patronage and loyalty is important to us and we appreciate her.  We look forward to receiving her call so that we may assist her.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

August 24, 2015
Revdex.com rebuttal # [redacted]We are sorry that the customer is unhappy with our company.  We have processed the disconnection of service for the subscriber and backdated her billing to July 15, 2015.  A refund will be processed and sent to the customer’s service address.  Should the customer wish the refund check to be sent to another address, she may contact our Care Center at ###-###-#### to advise us of an updated billing address.  We can also be contacted via our website at [redacted].  We thank the Revdex.com for the opportunity to assist the customer.[redacted]/Cox Communications Executive Offices/ [redacted]

October 20, 2015Revdex.com complaint [redacted]We were sorry to hear of the difficulty that the customer experienced with our company.  We reached out and spoke to the customer on the 14 of this month and we were able to discuss her concerns in detail.  We...

will continue to work with the subscriber after completing a full investigation on her account.As always, we thank the Revdex.com for the opportunity to assist a valued customer. [redacted]/Cox Communications Executive Offices/ Arizona

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]) Or [redacted]  

I was informed that the letter to Revdex.com would be details of the phone conversation we had. It was agreed Cox Communications would repay 1/2 of the charges that were paid from January 2015 to current. And the current charge of $247.00 would be completely credited.

Based on the customer’s past payment history with the company the deposit(s) will not be waived.  It should also be noted that the attachments the customer provided to the Revdex.com were not received by the company.

 

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[redacted]. Thank you.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

This is in response to our customer’s rebuttal to our initial response.  Again, we apologize for the inconvenience that he experienced in his attempts to resolve this matter.

We thank our customer for providing additional details as to what occurred.  As a courtesy to our customer, we have applied a one month credit to the account.  This credit will appear on the next month billing statement or he can use it against this month’s statement that generated on 8-30-14.  We did not hear back from the customer who received the number, but we will continue to try to reach them. 

We want our customer to know that he is a valued customer, and we at Cox Communications certainly appreciate his business.  We know that this apology does not make up for the frustration that he endured while attempting to resolve this issue, but hope that we can begin to repair our relationship.  If he should have any further concerns or questions, we ask that she contact our Customer Care Center at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications Executive Office/Arizona

Revdex.com #[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. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

February 4, 2014

 

[redacted] Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file his concerns regarding the incorrect billing on the account.   Please let me begin with an apology for any...

inconvenience he experienced.  We certainly do not want to cause him any frustrations.

 

It was determined in January 2014 that the sales agent had erred when offering the customer the campaign bundle as the services they subscribed to did not qualify the account for that particular campaign.  The customer’s account was reviewed for the best offer the company had and was placed on a 24 month price lock guarantee. 

 

In addition, the customer’s account was credited $363.19 which represents the difference between the original quote and what they were billed.

 

On January 28 a company technician did verify that the service problems the customer was reporting were caused by issues with its infrastructure and repaired it.

 

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 [redacted]. Thank you.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

January 25, 2016-- Revdex.com rebuttal [redacted]
We are sorry that the customer was not happy with the information that we provided to your office.  While the client believes that her service was shut off unfairly, our Collections Team assessed and addressed the account balance in accordance with the guidelines that our company has in place. 
All customers are given equal and fair treatment in relation to past due balances.  While our Billing and Collections Team does have the ability to grant extensions for payments in extenuating circumstances, our Customer Service Department cannot make payment arrangements if a customer has more than one returned payment within a billing cycle. As we stated in our first response to your office, our Collections Department is the only team that would be able to grant an extension for payment to her account.
 
While the fees charged for reconnection and late payments are considered valid, we have removed the December reconnection fee and the late fee, as a courtesy.  
We hope this information has been helpful to your office.  Thank you for the opportunity to assist a customer.
 
Catherine/ Cox Communications Executive Offices/ Arizona

Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com outlining your recent experience with your internet service.  We have conducted a review of your...

account and have determined the following:Our records show that on November 4, 2015, you contacted our technical support team to report issues with your internet speed.  Our telephone technical support was unable to identify a service issue and therefore suggested that a technician come to your home.  Notes on the account indicate that you agreed to have a technician come to your home on November 5, 2015 between the hours of 5-6:15pm.
On November 5, 2015,Field Technician determined that the internet service was working as designed and you were receiving accurate speeds based on your level of service.  Notes on the account indicate that the field technician advised you that Cox does not guarantee or advertise wireless internet speeds.  The technician was unable to identify a "Cox" service issue therefore, your account was billed a $75.00 service call fee.
On December 27, 2015, you contacted our customer service team to dispute the $75.00 fee.  Since Cox had no notes to support you were advised of this possible fee prior to the technician arriving, your account was credited the $75.00.  This credit will reflect on your next billing statement.
Please accept our apologies for any inconvenience this may have caused you and your family.  For additional information regarding our internet service, you may review our Acceptable Use Policy by visiting: https://www.cox.com/aboutus/policies.html#acceptable-use-policy.
Respectfully,
Sylvia L. D[redacted]
Executive Office of the Regional Manager
*-[redacted]

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 do not accept your response, and would like the credit as requested and discussed in my Revdex.com complaint.  To not even call me is disregarding me as you feel I am insignificant.  When I called in even the woman I spoke with looked at my complaint and response and said that the whole thing should have been credited and was not and she did not know why it was not.

If you don't I guess I can always go with [redacted] which is cheaper for more channels.  I am so sick of COX at this point.  IT IS OBVIOUS YOU COULD CARE LESS OF WANTING TO KEEP ME AS A CUSTOMER. 

Regards,

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by a payment issues.  We directly contacted the customer by phone and telephone. The refund check was delivered today by [redacted] according to the tracking information. We are currently working with the...

customer to address the concerns and to a successful resolution.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We reached the customer’s voicemail greeting followed by a message stating their mailbox was full when we attempted to reach them by telephone on 5/2/16 and 5/5/16. While we were unable to leave the customer a message by telephone we have e-mailed the address listed on the complaint providing our contact information. Once we are able to verify the account, we can address their concerns and provide a successful resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Cox has a really bad and inefficient service. I have been complaining about their TV cable receivers. I have 4 receivers plus a DVR and they all behave erratic. After several service calls, I requested for them to change their equipment as it is obviously defective, but instead they make me waste a lot of time waiting, first for them to respond to my call and then going through their check process. They send some codes from their office and make the system work for only about 1/2 day. They always promise to call back to check but they never do. When I call again, they play dumb and just tell me that they have to run the service program again waisting again a couple of hours of my time. I have been paying for the DVR rent but it has never worked. They still refuse to provide new equipment. I have given up and I am switching to [redacted].

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.

Cox HAS received access to the inside of the home several weeks ago. At that point they checked everything, replaced one cord (which had to be wiggled to cause a problem) and said the inside of the house looked fine. I was told they are still working on lines outside between our house and 99th. Since then I and several neighbors are still experiencing problems particularly during busy times of the evening (such as 4-10). I expect to receive a full refund for services until this is resolved. Cox has not told me they need access to the home again. I will call them again regarding this and hopefully be treated more respectfully.  

Regards,

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]

We would like to thank our customer for taking the time to file his concerns regarding his account.  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 were able to speak with our customer and were able to fully resolve his 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 [redacted]