Cox Communications, Inc.

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 have sent them my contact information, but I have not yet received a response from them.Regards,[redacted]

We sincerely regret any frustration regarding the service call charge for the recent service appointment. We attempted to reach the customer on July 27th and July 30th to address their concerns. We were unable to make contact with the customer but we had left voice mail messages advising them of the adjustments made to their account and our contact number as well. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. However, at this time we are confident that we have successfully addressed and resolved our customer's concerns. 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

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

We were sorry to hear of the situation that the customer experienced.  Due to the nature of the complaint filed with your office, we requested information from our Damage Claims Department regarding the concerns that the customer brought to the attention of the Revdex.com.

 

In any...

situation that a subscriber feels that our equipment caused damage to their equipment, a standard testing process is performed on the box by a third party that is certified by the [redacted] manufacturer of the equipment. The results of the investigation proved that a power surge from the TV blew out the HDMI chip and the board in our convertor box. We found no presence of power on the coax, which would have been indicated by burned or melted cable.  If the surge would have passed through the receiver into the TV, the output fuse for the HDMI port would blow out the four amp fuse, which did not happen. Interior inspection of the cable box indicated damage to the board from some sort of liquid.  Our Manager met with the customer and relayed the findings of the investigation to the customer, and followed up with a denial of credit letter to the subscriber as well. Our Claims Team also pointed out that all equipment; customer and Cox owned, is powered by the internal electric provided by the renter/landlord/customer’s home or apartment electrical service. 

 

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

 

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

We are sorry that the customer does not want to speak to us on the phone about her account concerns. The customer did leave us messages and she advised us that she did not want to speak to us on the phone.  The client stated that she only wanted her account fixed.  Her...

most recent voicemail stated that it was her fourth request to cease calling her.  While we would like to assist her with the billing, she has not authenticated her account with our department.  Without verification, we are not able to make any changes to her services. Our number one concern for our customers is their security; which is why we require validation of their account.  We suggest that the customer contact our Customer Service Department at 623-594-1000 at her convenience to discuss her billing or process her order.  Our friendly agents are trained to assist our subscribers with any questions regarding the status of the account.    While we always appreciate the opportunity that your offices presents to us, the issues cannot be resolved by the Revdex.com and we ask that the customer give us the opportunity to assist her.  Executive EscalationsSouthwest Region

Cox is horrible, they charge way too much, and in the 6 months I have been with them I have had nothing but problems, they already had to replace a faulty contour box, because it would delete shows I hadn't watched yet, and after recently moving I lost service for 24 hours and had no tv to watch even though the apartment I moved to has free basic cable through Cox, so there should not have been an issue with lost service. When you call they don't seem to care, they just say sorry, offer no credit on your bill! I am ready to go back to Dish Network!

Revdex.com Case # [redacted]

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We regret to hear of any inconvenience that our customer has experienced with our company. 
 
As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

August 27, 2014

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Revdex.com Complaint ID #[redacted] – [redacted]

This is in response to the complaint that our customer filed with the Revdex.com regarding the poor customer service experience he encountered.  We want to thank him for taking time from his busy schedule to let us know about his concerns regarding his dispute on the outstanding balance for his account.  It is always our goal at Cox Communications to provide our customers with exemplary customer service.  We would like to apologize for the inconvenience that these issues caused our customer.

We researched the account and found that the equipment in question was credited to his account on 8-18-14.  There is a current balance due of $46.74. 

We certainly apologize to our customer for all of the issues that he encountered. We want him to know that we value him as a customer and appreciate his business.   If our customer has any additional questions or concerns, he can contact our Customer Care Team at ###-###-####.  Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

September 3, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and delay that the customer has experienced in receiving the gift card from our company. Due to the concerns that the customer brought to the attention of your office, we...

reached out directly to the subscriber to discuss the matter.    The Processing Department for the gift card fulfillment has advised us that the client’s care will be processed within 10 days.  We have given the client our contact information and will continue to follow up with him regarding the extended amount of time that the processing center is taking to process his gift card. As always, we appreciate the opportunity that the Revdex.com has given us to assist a valuable customer.   [redacted]/Cox Communications Executive Offices/ Arizona

We want to thank our customer for bringing her extremely poor customer service experience to our attention.  The complaint that was filed with the Revdex.com was directed to my attention for research and resolution.  It is always our goal to assist our customers to the best of...

our ability and provide excellent customer service. 

 

Upon receipt of this complaint, the account was thoroughly research and personal contact was made to our customer.  Our customer’s concerns with regard to failures on our representatives’ performance have been escalated to the appropriate leaders for coaching. 

 

We also reviewed her account to insure that the appropriate amount of credit will be returned to her and that we have the correct mailing address.  The refund check will be expedited.

 

We sincerely apologize for what occurred and hope that we are able to regain our customer’s confidence in our organization.  We want her to know that we appreciated her patronage and loyalty over the past 10 years. 

 

Sincerely,

 

Executive Resolutions/Office of the General Manager

Cox Communications/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.

Regards,

[redacted] My credit report shows Cox Communications allegedly allowed a Cox Localization Data "RS $Service Name Switch L Service Name" with pnp networking tosync to my home thru remote access in Cox box on street/NO ONE EVER CHECKED NOV 13/ COULD NOT GET BOX OPEN THREAD SPLIT HE SAID. There isevidence a splitter aux from 2 cox customers cox dvd10 and cox P dvd 10 sync somehow to my home thru efi /firmware interface and etl electric trunk line.This account set up by someone in 2014, affecting my credit/ a cox collection and due to alleged identity theft issues reported to Police.I have given cox investigator/ [redacted], mac addresses and other evidence showing on my Asus laptop to catch illegal cox customers linking to me, he refused toinvestigate this matter and I want a new COX DETECTIVE INVESTIGATOR on this case or I go to ATTORNEY GENERAL OFFICE, as this is quite serious hackingfrom illegal cox link to my home.  On 5/26/15 my neighbor whose home I connect to: 10126 N 100th place had Pinnacle Comm for Cox install Cox and hergeo id/ and account information links to my home.. and I saw the workers in the CABLE BOX belonging to me/ not my neighbor/ and I allege illegal splitteror junction located there/ tied to my address tag in the Cox box on street.  My computer shows a MS COX COMMUNITY access which disturbs me and 8 hubpnp/ peer networking Broadcom users link to my personal Asus /in my home without internet.  I have wifi modem identities of each/ all Cox customers.other than one CLink 4195 customer also linking to my home thru electric trunk line and splitters aux/ shown on my laptop.I have also explained to Cox. my Asus shows a Global Cox id pop3 linked to me GUID{4875 666 8c43 4db5 abof 2 eb 7377 ae330} AND IT LINKS TO AMICROSOFT REMOTE ASSISTANCE{126CD3ED442EF} build string 22  OSLI=USWVHP  Intl 3=10150  .com=pis-bza SWSETUP GLBL 1.0.0.0  A-1 WINVTXX

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by our representatives setting an expectation that an installation would be completed on a certain day. We have reached out directly to the customer. We came to a successful resolution over the phone. The...

service was activated. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

March 19, 2014

 

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

 

We would like to thank the customer for taking the time to file her concerns regarding the monthly rate for her internet service.   Please let me begin with an apology...

for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.

 

When the customer first contacted the company she set up service at the wrong address.  At that address she was to receive a promotional campaign that would discount her internet service for 12-months at $34.99.

 

When the order was taken for her correct address the sales agent she spoke to was not the one she initially spoke to while setting up service at the wrong address.  The promotional campaign that was used discounted the internet service to the same rate but for only 3-months.  It needs to be noted that it’s possible that the customer did not inform the sales agent of the previous promotion that was offered and assumed she would receive the same one.

 

The customer was billed for 3-months at the regular monthly rate.  I have issued a credit for the difference between the regular rate and the promotional rate less credits already issued.

 

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

We appreciate our customer taking the time to voice their additional concerns regarding their recent complaint. As a customer service oriented company we take great pride in assisting our customers and we welcome the opportunity to help our customer. Upon receipt of this rebuttal we did attempt to reach our customer again on 8/6/15 and 8/7/15 but we were unsuccessful. Although we were unable to speak to our customer directly for this rebuttal, we did speak with them at length regarding these same concerns on 7/28/15. While we understand our customer may be frustrated with their account billing, we did explain this information to her and we do find the remaining billing amounts to be valid. Although we realize this has been a frustrating experience, we are unable to justify any further account adjustments beyond what we provided in our conversation with her on 7/28/15. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

July 14, 2016—Revdex.com complaint # 11530743 [redacted]
 
We were sorry to hear that the customer experienced such difficulty with the phone service/transfer of service.  We understand that the customer has already committed to a telephone service provider and does not wish to make any changes at this time.
 
The customer pointed out in his message to your company that he preferred the telephone service charges we billed to him be removed from his account, and pointed out that there was an outstanding equipment charge on his account, in error.  After a review of the customer’s billing, we confirmed that the telephone charges have been removed from his statement, as well as the equipment charge. 
 
We hope this information is sufficient for final closure of this complaint.  Thank you.
 
Catherine/ Cox Communications Executive Offices/ Arizona

I want to thank you for removing the one remark off my credit report however the second one that you said is legit for the $200.00 I am still having trouble with. I have contacted the number you gave me and they say I do not have an account with a balance when they look up my name or have me give them my phone number. When I went to the Cox store I get the same answer that they have no idea what account I am talking about. How do I pay for a bill you say I have but no one seems to be able to find it. Please help.
 
Thanks
Arketih

We do not accept the response, we want a resolution of compensation of services dating back to when we started the Cox Ultimate.  From the start we did not get the said services till this past week.  What the Cox response is referring to a scheduling mistake made by them, we have records to prove this .

The worst company I have ever dealt with. They have me collections for accounts that they will not verify. A screenshot of a pc is not proof. And the collection company they hired sent very rude email. I thought collection agencies don't send email. This does not make me feel very safe about my info.

We would like to thank our valued customer for taking the time to contact our company via the Revdex.com regarding his service concerns. We are disheartened to hear that the customer has had ongoing problems and has been unable to reach us for assistance. We have sent his...

account concerns to our Service Field leadership team who has attempted to reach the customer several times in order to schedule repair of his services.  We ask that the customer return those calls or contact us at [redacted] so that we may address these service issues. Thank you for your time and consideration. Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Revdex.com Case # [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their account. 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. 
Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
 
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