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 received a new statement in the mail and the initial waive of 60.00 as the supervisor advised he would credit was not credited to the account.  Both install fees were still on there.  I was told by the tech specifically there would be no installations charges.  One the service was out several days and two the new service is not everything I was promised several basic channels are not active on the account and I want that rectified. The response above did not address the missing channels.  I'm okay with the equipment fee, but I'm not paying the 120.00 install charges or the late fees that are beings assessed on the account.  I will pay the standard service fees when they resolve the inquiry. If not, I may have to take my business elsewhere.

Regards,

November 28, 2014 [redacted] complaint # [redacted]—Jennifer Uranga

We were sorry to hear of the confusion that the former customer experienced regarding her account billing.  Due to the complaint filed with the [redacted], we investigated the refund concerns that the customer brought to the...

attention of your office.

Our records confirm that the refund check was not processed and mailed to the subscriber; but  it was applied to a former account with an outstanding balance owed.  We contacted the client at the daytime phone number listed on her [redacted] complaint, and left a detailed message regarding the matter.   We invited the subscriber to contact us directly to discuss. 

We hope this information has been helpful to the [redacted]. Thank you.

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

[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,[redacted]

When I signed up with Cox, my name was misspelled. I am now receiving junk mail solicitations with that same misspelling of my name. Cox denies selling my information to third parties, yet I'm getting solicitations for home owners insurance and other new home owner type of solicitations. I also live in an apartment, which has an apartment number, and the mail I receive has no apartment number, but with my misspelled name. So whoever they are selling the info to, they think it's a home and not an apartment because the apt number is omitted.

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

class="MsoNormal">

March 14, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the “Cash Block” on her Cox account.  Please let me begin with an apology for challenges that she has had with complying with this payment restriction.  We certainly do not want our customers to experience any frustration when making their monthly payment, we always strive to make that process as simple as possible. 

We do understand the circumstances our customer has outlined in making her monthly payments with cash only.  Reviewing the account payment history over the last 12 months, there were two payments returned for insufficient funds.  Cox’s policy is that after two returned payments in a 12 month period, the account is restricted from taking any electronic payments and all subsequent payments must be made in the form of cash either via an authorized payment center or kiosk, or at one of our Cox Retail Store locations. The cash restriction is removed after the 12 months of cash payments.  This policy is not implemented to punish our customers; however, is used as a measure to mitigate company losses and often curbs identity theft and bank fraud.

We at Cox Communications value our customer’s business. While we do implement this process in all cases of returned payments, in light of the confusion with her account payments we have removed the cash only restriction.  She will be able to make payments using our automated telephone payment center with a representative for a nominal fee over the phone, or online at www.cox.com.  Should there be any additional returned payments on the account, the cash only block will be reinstated.

 

It is our hope that the information we have provided will assist in the resolution of her request and 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 ###-###-####.  Thank you.

[redacted], Executive Resolutions Specialist

Office of the General Manager

Cox Communications

[redacted] Case #[redacted]

 

We are sorry to hear our customer was having an issue with billing and customer service. We have made contact with the customer by telephone. In the conversation by phone, we came to an agreement for the billing. The customer is aware of the account status and...

balance.

 

Thank you for your time and consideration.

 

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

[redacted]  [redacted]

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,

May 21, 2014

face="Calibri"> 
 

Complaint ID# [redacted]
 

We would like to thank the customer for contacting our company via the Revdex.com regarding his account’s final billing.  We apologize that as a result of the confusion regarding one of his Easy Pay payments he has decided to choose another provider for services.  It is our hope that the details provided in this response will help to explain the customer’s final, outstanding balance.
 

The customer was enrolled in our Easy Pay program which scheduled and withdrew service payments on their due date from the customer’s provided method of payment automatically every month.   On February 9th of this year we attempted to withdraw a payment of $128.18 for service charges dating from January 15th through to February 14th from the customer’s [redacted] card on file.  This payment was rejected by the customer’s financial institution.  Once a payment is rejected we automatically unassign the account for automatic withdrawal.  There is also a $25 returned payment fee applied to the account.  This fee and the $128.18 previous balance carried over into the customer’s next month’s billing.Below is the breakdown of charges, fees, payments and credits from the last 2 months of billing:Jan -15th –Feb 14th Service charges           $128.18

Returned payment fee                                 $ 25.00

Late Fee                                      �...⇄ $  1.04

Feb 15th –March 14th Service Charges       $128.18

Feb 17th                Customer Payment       ($128.18)

Payment Assistance Fee                             $  10.00

March 6th Customer Payment                     ($91.54)

Late Fee                                      �...⇄ 8.00

Mar 15th – Mar 24th Service Charges         $42.72

Payment Assistance Fee Credit                 ($10.00)

Late Fee Credit                                     ...⇄ />
Total                                     �...⇄ />  

We’ve reviewed the customer’s billing and do not show history of any billing statements claiming the customer owes $400. The current outstanding balance stands at $105.40 for service charges through March 24th.  We received no communication to disconnect the account prior to this date.  We will be happy to remove the $25.00 returned payment fee from the outstanding balance, leaving the balance owing at $80.40.  The customer may make this final payment by contacting us at ###-###-#### or toll free at 1 800 229-6542.  Thank you for your time and consideration. 
 

Respectfully,
 

[redacted].

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.

When cox came to connect my phone line they told me they can't cause there is no line comes from the electric room and they have to get in the bank my next door to pull the wire I had to call corporate of the bank 2 times schedule security in order them to get in 2. Time they came they wanted to get in but bank couldn't let them cause they didn't come on time 3. Time cox service came I told them let's go to bank while security is here he can get in response was I don't need to get in the bank cable is here who said we need to get in the bank delay caused by cox also if the phone number wasn't guaranteed why would the sale person even give the number we have lost business because of cox our ad"s were all wrong our flyers we had to throw it away and they caused the delay and all this problems because of untrained employees

We would like to thank the customer for taking the time to file his concerns regarding his final billing statement.  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 make contact with our customer on 12/22/15 to address his concerns. During our conversation with our customer we found the charge in question was an unreturned equipment charge that was added to the account erroneously. In an effort to reach a resolution, we have removed the disputed charge which has left our customer’s former Cox account with a zero balance. We are confident the issue at hand has now been resolved.

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.

George

Executive Resolutions

Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding his Internet and billing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.

For the customer’s issue regarding...

making payments with a credit card online, at this time we do not have a section that allows our customers the option to enter a billing address. When making a payment with a credit card, the billing address would need to match the service address. This is a common payment practice not with just Cox but a wide variety of companies. There are many options available for our customers to submit payment. Payments may be made with a checking account, in person at one of the Cox Digital Store locations, or over the phone. These options are available without having to sign up for reoccurring payments.

 

We apologize that our customer received enhanced error results while using the Internet, it is always our goal to make the process for opting out as easy as possible. In an effort to assist him in the future, he may opt out of our enhanced error results by visiting this web address: [redacted]. The customer can also view the FAQS for the enhanced error results here: [redacted]. The customer has to log in to his cox account to opt out.

 

In an effort to demonstrate our commitment to our customers, I have provided a courtesy credit to the customer’s account.  He will see this credit on his next monthly statement, scheduled to print on 07/16/2014.  We regret any inconvenience this has caused and look forward to providing our customer with the excellent service that he deserves and should expect from our company.  If he should require further assistance, he may contact our Customer Care Center at [redacted] Call: [redacted].

 

Thank you

 

Executive Resolutions

Cox Communications

February 27, 2014

 

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

 

We are sorry to hear that the customer is not satisfied with the resolution.  We feel we have gone above and beyond to correct the misinformation he was given about a certain bundle that his account did not qualify for.  The $228.95 early termination fee as mentioned in the rebuttal was credited as well as an additional $285.30 which is outlined in my initial response.

 

One of the agents the customer spoke with on February 24 states that we are unable to get the customer’s monthly rate any lower without placing his account in a contracted bundle.

 

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 18, 2016

Revdex.com complaint # [redacted]...

[redacted]

We are sorry to hear that a customer experienced difficulty

resolving her billing concern with our Care Center agents. 

Due to the concerns that the client brought to the attention

of your office, we contacted her directly in hopes of assisting and educating her

with the billing issues at hand.

While we have not been able to speak directly to the

subscriber, we confirmed on our message to her that our Collections Department

is the only team that would be able to grant her an extension on to payment to

her account.   The customer has our direct contact

information if she needs further clarification on this matter.

We hope this information has been helpful to your

office.  Thank you.

Catherine/Cox Communication’s Executive Offices/ Arizona

[redacted] Case #[redacted] We are sorry to hear our business customer has been having difficulties with disconnecting his business account.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

It is always our goal to provide our customer with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding the issues with her Cox Home Life Security system.  We sincerely regret the inconvenience that she has...

experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account.  She signed a 3-year agreement that states she must give Cox adequate opportunity to repair the service before she is eligible to be released from the contract due to equipment.  To date, our customer has not allowed a tech to be scheduled to the home.  I reached out to our customer and left a message explaining this and that we had a work order set up waiting to know when to schedule a visit.  I explained to make it easier for her she could call in to our technical support group to schedule that work order. Our customer did not call in to schedule the work order.  Since she has not allowed us the opportunity to address the concerns the contract remains valid and Early Termination Fees would be valid upon disconnect.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue.  We will be happy to assist our customer when she allows to visit her home and address her concerns. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

We would like to thank the consumer for taking the time to file his concerns regarding both the service issues and the service call charge dispute for his Cox High Speed Internet service.  Please let me begin with an apology for any difficulty that he has had while working to resolve his...

service issues.  The service he subscribes to should be enjoyable and trouble-free.  I am happy to see the most recent service call has resolved the problem he was having.Researching the account I have confirmed that the customer was charged for the most recent service call because the problem was found within the customer’s home.  The technician found the problem to be with the data outlet and completed a rewire.  Because the consumer does not subscribe to the Cox Service Protection Plan for inside wiring, the service call charge was applied to the account.  However, the consumer called in to the Customer Care Center on January 20, 2014 and spoke with our Billing Agent, [redacted], and she provided credit for the service call charge as well as the late fee.  Complete research of the account tells me that the customer experienced outages and also had scheduled service calls; I have applied service credit for the following days: August 14, 2013September 17, 2013September 22-24, 2013October 20-22, 2013December 2-3, 2013 These credits will be reflected on the consumer’s next monthly statement, scheduled to print on February 11, 2014.  We regret our customer experienced service problems and we hope that we are able to regain his confidence in our organization.  His business is very important to Cox and we appreciate him.  If he needs further assistance in the future, he may contact our Customer Care Center at ###-###-####Call: ###-###-####.  Thank you. [redacted], Executive Customer Resolutions SpecialistOffice of the General ManagerCox Communications

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,

Constant billing issues and store at pine and peoria not sending lifeline paperwork in when they are supposed to. They also told us the government was no longer paying for lifeline and after talking to a representative we figured out that was a lie. I have been a customer almost 6 years.

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.
Upon receipt of this complaint we were able to confirm that our customer did opt to upgrade their services on 5/02/16 to add our Contour DVR services. On 6/30/16 our customer contacted our Customer Care Center advising of a concern with their monthly rate which resulted in the discovery of a missing promotional campaign.
After this promotional issue was brought to our attention, a ticket was submitted to our Campaigns and Promotions Department who were able to add the appropriate discount back to the account which restored the monthly rate for services to the originally agreed upon $182.86 as of 7/05/16. Additionally, this account correction was backdated to the original account change date of 5/2/16, resulting in an account credit of $262.03 being applied to correct our customer’s billing.
While we understand this has been a frustrating experience for our customer, we must be transparent in stating that the appropriate steps and adjustments have been applied to correct the account as of 7/5/16. Additionally, the higher than normal bills our customer has seen recently have been a result of late and partial payments that were made to the account from May of 2016 to August of 2016, resulting in late fees, and unpaid portions of the balance carrying over to the following billing cycle. As of the date of this response, our customer’s account is no longer past due and currently owes a balance of $12.19 due on 10/08/16.
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

Revdex.com Case # [redacted]
 

size="3"> We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
 
Upon reviewing their concerns, we reviewed our records and confirmed that the original modem fully supported their subscribed Internet speeds at the time of purchase. When Cox increased the Internet speeds in 2013, several notifications were sent to customers about the equipment needed to receive the new speeds. Since the increase in 2013, Cox further increased the speeds in 2014 and again in April of 2016. While we certainly recognize their frustration, it is the responsibility of our customers to notify us should they have concerns with their services. Due to our customer’s tenure with us, we have applied a $64.00 goodwill adjustment to the account. This amount is to reflect the cost of our 15 Mbps package over a two month period.
 
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 for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region