Cox Communications, Inc.

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.  We certainly do not want to cause her any frustrations.Regarding the issues expressed by Mrs....

[redacted] in her complaint, we did research her Cox account to gain a better understanding of the issues at hand. After completing this research, we determined that on 10/31/14 this Cox account was enrolled in our automatic payment program using our Web site. As a result of this enrollment, an automatic payment in the amount of $299.22 was processed on 12/13/14. While speaking to our customer, we apologized for any frustration this payment may have caused but also explained that since refunding this payment would place the account in a past due status, we would not be able to facilitate her request. It is our genuine desire to continue a positive relationship with Mrs. [redacted] and we appreciate her patience and understanding.  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 ###-###-####. Thanks. [redacted]Executive ResolutionsCox Communications

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

May 22, 2014

We were sorry to hear that the consumer was unhappy with our response regarding her billing dispute on her former Cox account.  Upon receipt of her initial complaint, we extensively reviewed all of the notes and records that were available to us.  All of the information that was reported in our previous response is based on our written documentation of her account. 

The customer’s final balance of $75.19 is for Internet service February 10 through March 13, 2014. Cox did not charge her for Internet service after March 13, 2014.  The customer was never charged for equipment. 

We thank the customer for her final payment of $75.19 received by Cox on April 30, 2014.  I have confirmed that the account is now at a -0- balance.  Thank you.

Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

Cox sent me an email telling me I need to upgrade my modem. In the email that have a hyperlink to their website to buy one. The modem I already have meets the standards they specify. I find their email to very misleading especially to people who are not technically skilled.

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,

D[redacted] S[redacted]

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

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January 27, 2014

We would like to thank the consumer for taking the time to file his concerns about his monthly rate for his Cox services.  Please let me begin with an apology for any misunderstanding that occurred regarding the rates for his services.  We certainly do not want our customers to experience any frustration and always work to provide our customers with the information necessary to resolve their concerns.

Complete research of the account tells us that the customer contacted Cox on October 26, 2013 and signed up for the online offer [redacted] – this provided the customer with an upgrade of their current level of Internet service and if they would like to also receive cable, they could add on the Video Flex Package for an additional $19.99/month for 12 months.  The Flex Package provides the customer with Starter TV, Advanced TV, [redacted] and [redacted], and an HD Receiver for $19.99/month. 

On December 20, 2012, they called in to our Customer Care Center and spoke with our Loyalty Agent, [redacted].  He explained to the customer that the package they signed up for was providing the video service at $19.99 per month; their Internet service was an additional charge every month.  After speaking with [redacted], the customer had a clear understanding of what was provided for the $19.99.   [redacted] also provided the customer with a $20 credit for the problems that he had endured and an additional monthly discount on his account for $15 off per month for 12 months.

We regret that the customer experienced this miscommunication.  We want to thank him for his patronage and we appreciate him.  For future assistance with any other issues that may arise, he may call our Customer Care Center at [redacted].  Our Technical Support Agents are available 24 hours a day, seven days a week.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

We were sorry to hear that the customer filed another complaint regarding her Internet service.Because the customer concerns are related to Internet issues that she brought up in her January Revdex.com complaint, as well as in her Attorney General complaint in February; copies of these responses...

have been forwarded to the Revdex.com for review.  Due to the fact that the correspondence does contain personal information, the responses will not be posted via the Revdex.com website.Our records confirm that although the customer has been active with our cable and Internet since June 2010, we have no recent service calls on record for her.  Our last visit to the subscriber’s home was in January 2013 for cable reception concerns.  We do suggest that the subscriber contact our Technical Support Team for help with service issues.  We can be reached by phone at ###-###-####Call: ###-###-####, and we are available 24 hours a day, seven days a week, and 365 days of the year.  If our Technical Support Staff cannot resolve the issue by phone, we will send a trained and qualified technician to the home to investigate and resolve the issue. Our Home Service Technicians work seven days a week and we offer convenient two-hour time frames.   While our company always appreciates the chance to address a complaint via the Revdex.com, we would like to be given the opportunity to resolve the issue. It is our best interest to provide our subscriber’s with the service that they expect, and deserve. We hope the customer will contact us and allow us to assist her.  Thank you.[redacted]/Office of the General Manger/ Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted]We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention.  We have advised our Damage Claims adjuster of the additional concerns our client has. As stated in our previous response, our customer will need to work directly with our Damage Claims adjuster for any compensation she is requesting.Our office was able to confirm that our Damage Claims adjuster did verify the cost our customer paid for the thermostats.  They have contacted her directly through email and are awaiting her response so reimbursement can be made.  Once again, we would like to apologize for the frustration that our customer has experienced.  Thank you for your time and consideration in closing this complaint.  Jaimi / 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.

We do not live in a HOA, we live in a 100% payed off house, and there is no mention of the compensation for the harassment, verbal or sexual, or lack of services that were agreed apon when setting up installation as well as all the problems we are still having to date.  Please review the notes from May 15th 2014 on and you will see how many times I have called in.  There will be a monetary compensation so I can switch to another company, in the amount stated before, or I will be looking into contacting [redacted], and also a lawyer and any other media source. Or the rest of the 19 months payed by Cox with all the services I originally was told we would have.  I am not trying to break my contract but I do feel that money is owed to me and my family due to all of the issues stated above.  To switch to a different company, being on disability it is impossible considering 40% of my check a month goes to Cox.

Regards,

[redacted] Case #[redacted] We are sorry to hear our customer had issues with a set payment arrangement. We apologize that the customer received unsatisfactory customer experience when contacting us. We have reached out directly to the customer to address the concerns. At this time we have not...

made contact with the customer. Once we have made contact with the customer, we will attempt to present an explanation of the account and options going forward for the account and payments.  Thank you for your time and consideration. [redacted].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 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,

We are sorry to hear there was an issue with the customer’s billing statement. We have reviewed the account and have removed the equipment charge. We have made contact with the customer and advised the correction. The customer was given an apology over the phone. Customer is aware there is no longer...

a balance on the account. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the Revdex.com for bringing this client concern to our attention.  A thorough account review has been...

completed and we have been in direct contact with the customer.
 
We determined that while the customer did contact us on several occasions regarding the service issues; she did not allow a technician to her home to address the concerns.  We have advised the client that we do not have support for further credit to her account.  She no longer has active service with our company.
 
We are sorry that we weren’t able to provide the client with the answer that she hoped for regarding credit.  Again, we thank the Revdex.com for the opportunity to address this issue.
 
 
Thomas
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.

On 6/16/2014 the order for the Internet upgrade was not done correctly, this caused the customer’s special promotion from being added on to the Internet. The customer’s bill that was printed out on 6/20/2014 shows the full charge for the upgraded Internet. When the customer called back in on 7/01/2014 he did downgrade his internet back to the original service before the order was completed. The $5.00 up tier promotion is still available and it has not expired.  We can add it for him; however, it is not combinable with the new $5.00 discount the customer was given off his original service.

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

Executive Resolutions

Cox Communications

We were sorry to read of the distress that the customer recently experienced with our company.  It’s never our intention to cause problems for any of our subscribers, so we thank you for the opportunity to address the situation at hand. The customer advised in his complaint to the...

Revdex.com on December 13, 2013 that he was not satisfied with his monthly rate, and was not pleased with the assistance that he received from our Call Center on this matter.  Our records indicate that the package that our subscriber requested was reinstated by our Sales Supervisor [redacted] the same day that the complaint was filed.  Further notes from [redacted] confirm that she assisted him with the parental control functions, and the customer was pleased with her help, as well as the promotional campaign that [redacted] added to the account to reduce the monthly rate of service.   We hope this information has been helpful to the Revdex.com as well as the customer.  We are always glad to hear how we can better serve our customers, so thank you for providing the feedback to our company.  We are optimistic that the customer’s future contact with us will be pleasant and productive.  Thank you. [redacted]/Office of the General Manager/Cox Communications Executive Offices

April 2, 2014 Revdex.com Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file her concerns regarding the billing issues described in her complaint.   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 established service the account was placed in the wrong bundle package.  When attempts to correct the bundle pricing failed to yield the desired results the customer did have the right to disconnect the cable service and keep the internet and phone without having to pay an early termination fee (ETF).   On January 6, 2014 the ETF was credited and the customer indicated that they were pleased with the outcome. 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. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

We honored the pricing offered with an upfront adjustment. The customer was charged for a modem and the charges will reverse upon receipt from the customer. The customer will then realize the full billing adjustments given by Cox. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided. Once we are...

able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].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 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]

I've been a Cox customer for a very long time. But I am amazed at how frequently the rates climb. When I asked to cancel certain services, I was told that due to "bundling" it would cost me just as much to have all 3 services as to cancel 2 of them. I feel like the longer you are with this company, the more they gouge. I do not feel like Cox has any loyalty to long standing customers. Rather, I feel very exploited. Now I know why their customer reviews are so bad. I will be looking for another service provider.

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] *.  [redacted]

 [redacted] at Cox advised Cox will issue a $90.00 credit for modem charge.