Cox Communications, Inc.

April 8, 2014

 

Revdex.com Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file her concerns regarding the credit issued to her account.   Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.

 

It is not my intent to blame the customer but rather address the facts as they are documented on the account.  I issued the credit, a total of $42.88, on March 19, 2014.  The customer is billed from the 7th of the month through the 6th of the following month.  The customer will see this credit on her next month’s bill.  

 

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

[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.]

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,

Revdex.com #[redacted] - RebuttalWe would like to thank the Revdex.com for allowing our office to address the additional concerns our customer brought to your attention.  After researching the $140 in question, we found that this amount was for services rendered from 1/18/16 – 3/17/16.  For specific details on services rendered or questions about his billing he can contact our friendly Customer Care agents at 623-594-1000.  He can also view his statements online at www.cox.com. Again, we would like to thank the Revdex.com for their time and consideration. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We were sorry to hear that we weren’t able to assist the customer with the service issues that the customer brought to the attention of your office.  Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.  While the customer states that she...

experienced 10 months of problems with the Internet service, our records do not support a refund of service. We have no service calls on record for the data issues that the customer brought up in her complaint. The notes from our Technical Support Agents who attempted to assist the customer by phone indicated that our system levels and signal strength was acceptable and within the appropriate parameters, and the customer was referred to contact the manufacturer of her router.    We are sorry that we weren’t able to provide the Revdex.com with the answer that the customer was looking for.  In an effort of good customer relations, the Early Termination Fees for the cable and the Internet service have been removed from the customer’s account.  The subscriber may contact our Billing/Customer Service Team at ###-###-#### for an updated balance on her account.     We hope this information has been beneficial to the Revdex.com.  Thank you. [redacted]/ Cox Communications Executive Office/ Arizona

March 27, 2014

Revdex.com complaint # [redacted]

We are sorry to hear that one of our customers is experiencing confusion with their services and billing.  It is never our intention to cause problems for any of our subscribers, so we apologize for the inconvenience experienced with our company.

Because of the complaint filed with the Revdex.com, a thorough review was completed on the account.  Our records indicate that in August of last year, the subscriber agreed to put his Internet service on seasonal, rather than disconnecting the service.   Our records also confirm that the Internet service remains on the seasonal rate.  While we cannot disclose personal account information on the Revdex.com website, we are attaching the Seasonal Rate Guidelines.

·        You may place services on hold at any time during the year.

·        Different services may be placed on hold at different times. However, discounts only apply when multiple services are placed on hold at the same time.

·        You may enroll for a minimum of 30 days and a maximum of 9 months.

·        You may enroll in this program up to twice each year.

·        TV and Internet services are reactivated for free when you return home. There is a $10.00 charge applied when restoring Telephone for customers who only subscribe to this service.

·        After removing your services from this program, you may enroll again after 30 days.

Notes on the account from November 4, 2013 indicate the customer chose to keep the seasonal rate, rather than turning the service off.  We do not have verification of a request for disconnection for service from the subscriber.  For additional details on the account, we suggest the customer contact our Customer Service Department at [redacted].  We hope this information has been helpful to the Revdex.com.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

April 8, 2014

 

Revdex.com Complaint - Case #[redacted] - [redacted]

 

We would like to thank the customer for taking the time to file his concerns regarding the equipment charge.   Please let me begin with an apology for any inconvenience he...

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

 

The customer disconnected video service on February 1, 2014.  On February 11 the customers’ account was charged for an unreturned receiver.  Research as to where this receiver was hampered by the customer not providing the correct tracking numbers.

 

The unreturned receiver was removed from the account on March 19 and the associated charge was reversed.  Additionally the charge the customer incurred as a result of this was reversed and placed back into his bank account.

 

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

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 don't accept this response because , they haven't done anything to resolve the fact how rude the person was, nore the credit while I paying for the high speed and didn't get it..I need that to get refunded they can reach me at [redacted]

Regards,[redacted]

Revdex.com complaint #[redacted] We were sorry to hear that our customer has experienced internet service issues.  Due to the concerns that the subscriber...

brought to your office, we attempted to contact our customer on two different occasions, to no avail. We welcome feedback from all customers, but due to privacy rulings in place we urge the account holder to contact us directly to better assist them.   We hope this information has been helpful to your office.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Cox Communications of Phoenix Arizona is our service provider. With the advent of the Mini Cable Box customers were provided notice of the availability, but not informed that those paying for the Economy Tier, at $31.99 per month would no longer receive all of the digital channels covered by that tier.

Only when the Mini Box was installed did we find that many of the channels that we were paying for would not appear because Cox had not programed the Mini Box to apply to the Economy tier.

The Mini Box customer must now go to the next tier at $79.99 per month to retain the ability for the channels previously entitled to. A full size cable box for all TV's is an unacceptable added cost.

[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.]

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 would like to say it was less about receiving the credit and more about the fact that we were treated poorly when we asked for the call to be reviewed and the fact that it took so long to get a response.  It took a complaint to the Revdex.com rather than one of the four different agents we spoke to getting it resolved.  We did not complain to get the credit, we complained to get the issue resolved.  We do however thank you for the credit.  Perhaps revisit this process so others do not have to go through it as well.

Regards,

We are sorry to hear of the trouble that the customer is having with their services.  Due to the Internet concerns, we contacted the subscriber directly and offered our assistance.  Although the client advised that she believes the problem is fixed, she has our direct contact information...

if she needs further assistance with this situation.  We thank the [redacted] for bringing this to our attention.  [redacted]/ Cox Communications Executive Offices/ Arizona

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

I like to know why COX do not have employees with the proper expertise .

I do not like it when I make an appointment to install the mini boxes and they send me

somebody complete ignorant and they are telling me I have to wait another week to send somebody to fix the problem

March 27, 2014Complaint ID# [redacted] We would like to thank the customer for contacting us regarding their account billing concerns we are sorry to hear of the customer’s difficulty and hope that the information provided in this response helps to clarify Cox’s...

position.On March 14th the customer’s account was credited $116.59 for the remaining equipment/installation charges.  The $3.99 reoccurring Home Security Equipment Service charge was removed and backdated/credited to January 11th. We apologize for the inconvenience the customer experienced and thank both the customer and the Revdex.com for the opportunity to respond.Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. As a customer orientated company we take the customer experience very seriously and we welcome the opportunity to resolve the issues expressed by our customer. 
Upon receipt of this complaint, we were able to make contact with our customer on 1/26/16. During our conversation we were able to explain to our customer that the credit in question was applied to his account as originally agreed to on 1/12/16. We also explained the reason he has not yet seen this credit is because it was applied in the middle of a billing cycle and it will appear on the new bill to be created within the next few days. With this in mind, we are confident the issue at hand has been resolved.
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.
George
Executive Resolutions
Cox Communications

Switched providers several months ago and returned 2 receivers as required. Cox said we still had 1 receiver which we didn't. Cox had changed receivers several times from our ~07 subscription, so they came out and replaced them and took old receivers. We never had more than 2 receivers and no place for a 3rd, but they continue to say we owe them for one. Called many times, never got any return calls even though they said they would. Called on @/8/14 and had a guy research to find that in fact they did get back receiver in question and that credit would be sent in. But, Cox still says we owe for receiver. After several months of trying to fix the issue Cox created, I'm completely frustrated. Service is poor, incompetent and Cox workers lack common sense.

They have over sold the area causing what should be "up to 50Mb" down to 0.02Mb unusable access during peak usage time. (I pay for 50Mb)

IE 9pm-11pm and most of the weekend hours. They have sent techs out to no avail, conclusion that the trunk has been over sold. They ([redacted]) will not acknowledge the issue. This is in several areas as well as my own. You will get no help from them. They will not admit fault. The common response is, "have you tried turning it off and on again". They could provide high speed but don't be fooled by the commercials.

They over sell their abilities, without remorse.

[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.]

Cox did call me, but nothing was really done to make up for the fact that they lied and put me on a two-year contract.  The end result of the call was that I was lucky to be on a two-year contract as my charges are less because of it.  And they offered to take me off the two-year contract but my charges would be another $40 per month.  They did offer to waive an early termination fee if I moved and canceled the cable service.  I guess there isn't much they can do to make up for lying.

Regards,

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. 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

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 agree with your response, I was told by "The Solutions Specialist" [redacted] that was only going to be a $50.00 deposit charge and I paid these amount on my debit card. Im attaching the receipt to verify my version, along with a business card of [redacted]. If I would of being informed about the "Hidden Deposits" for Service and more for equipment I probably would of not hire the services of Cox and continue with [redacted]; however I was only informed that my deposit was $50.00 only and within a week my Next bill has almost $560.00 on it? I do not agree with this charge, this was false advertising from cox end; how was I supposed to know about the Hidden deposit charged later on to my account with out my consent or knowledge? The credit for the service not working was not just given to me I asked for it since my service was not active and not to my extent to fix the issue since it was not due to not installing the wires correctly or anything like that. When I called to troubleshot the cable, and the customer service rep explained to me that he needed to schedule an appointment to resolve the issue I specifically asked if there was going to be a charge since it was not my fault that the service didn't worked and he said no. Im sure you recorded the phone call and you can certainly ask your quality assurance department to listen to it and corroborate my version. with your response I just learned I was charged for internet service deposit and you also said because I started the service and I don't know if you are aware that I already had internet service for a long period of time prior to 8/01/2014.  I need my account credited for all this hidden charges that you did not informed the accurate information in regards to the "Service Deposits" "Equipment Additional Deposits" Prior to initiate service. Thank you for your time

Regards,