Cox Communications, Inc.

June 25, 2014

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Revdex.com complaint # [redacted]

We were sorry to hear of the difficulty the customer experienced during her recent connection of service.  We contacted the customer directly by phone and email to inform her that that the installation fee was removed, and her monthly rate was corrected to the amount that she was quoted. 

We hope this information is sufficient for the Revdex.com to close the complaint.  A copy of your letter to the customer will be forwarded to the Revdex.com for their records.  We ask that due to the personal information on our correspondence, that it not be posted on the Revdex.com website.  Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

[redacted] Case #[redacted]

 

We are sorry to hear our customer has recently been negatively impacted by a decrease in the speed of the Internet service. We did reach out to the customer by telephone. The speed of the Internet service has been restored. The customer was given an...

explanation, an apology, and a credit for the time the service was not working.

 

Thank you for your time and consideration.

 

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Revdex.com #[redacted]

"Helvetica",sans-serif; font-size: 10pt;">We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. 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.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.  cox communications seems to be a company missing integrity, and have no compassion for their customers. I have not had a good experience with Cox at all and can not believe the standers in which this company is run by. Mrs. [redacted] left a VM message explaining that she had listened to the calls and was able to listen to the calls and was able to see what had happened and that the bill was corrected. she stated that "ONLY" differance was going to be 2 discounts that will expire before january.  i do have the VM file and what the VM transcript was able to pick up Mrs.[redacted]s message below:The only difference(?) is is that you do have you have two discounts that were put in January that will expire before that. So there will be a change in the billing but based on those discounts where they are. That was it the pricing is correct has been corrected. That's why I wanna talk to you in and free(?) give you the breakdown as to when everything will change out and and how that affect your pricing. So that the pricing is been corrected and like I said I was able to listen to call so I know what you were you were told and I can see how the pricing was the correct party that was there was one there was a discount that was he had considered when he priced but for some reason he forgot to add it to the order. So when's the order closed it that discount wasn't on there that was the main thing that was causing the pricing to be wrong. So that's been corrected.Mrs.[redacted] and Cox do not have respect for their customers, and they try to justify the mistreat or cover it up. when asking about the manager who I spoke to that refused to read over any notes on the notes and hung up on me, I told me to have it supenued. it wasn't a surprise that Mrs.[redacted] Could not handle the call at all. i do not trust in any information Mrs.[redacted] has provided at all to help this situation, when I called in the first few times it was only to add an upgrade to the internet I had already and that was $5 to add. when speaking to the next person about TV services the only dept that would be able to make the changes offered was the loyalty dept. which I was quoted $95.51 which included TV, HBO and the DVR by the rep who suposably forgot to add the promotion. After hanging up with that rep I really could not believe the deal I got so I called back to check. I spoke with a 1st level customer service rep who I advised what I was offered and she was able to verify that my bill will be 95.51. I called again because the bill did not look how it should have and wanted to go over the bill. the rep advised me that the reason why because a discount of $10 expired and would have to be manually credited every month and I would have to call in each time to do so. I thought that was the only thing wrong with my bill at the time. the rep credit my acct for the past billing periods that I did not receive my discounts which was put in place to deduct the amount I will be charged for the DVR. I call in this second time about the bill and was never able to receive an answer from most reps as to why my price plan had changed. The Reps did not care and instead of looking in the notes where they would have seen what I was quoted and think to really get a supervisor on the line to help. I was hung up on mutiple times as stated in my original complaint until I spoke to denise who looked into the notes and was able to see where I was quoted 95.51. he actually provided the correct amount I was quoted of 95.51 as when I called I thought 95.12 was the amount. he became sick and unfortunately I had to start over after speaking to about 5-6 different people already. I attempted one more time to have someone help me and when I felt I had to fight again for someone to just look at my notes I decided I had to get someone involved.  The 95.51 was offered to me by the loyalty team at cox communications, but I will accept the price of 120.57 before taxes. that is $25 more then what was originally offered by Cox communication till january of 2015. 

Regards,

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 contacted our customer to address his service issues and he does not want us out to his home as he...

has had several techs out and still has an issue.  We explained that we are unable to identify an issue from our office as the signal looks good.  Our customer is still unwilling to allow us access to his home or yard.  Cox is willing to work with our customer to resolve the service issues but we are unable to do anything more until we have access to his home or yard at minimum.We apologize for the inconvenience that this is causing our customer and we want him to know that we are deeply committed to being his most trusted provider of communication services.  We will consider any information he provides us regarding the issues he is experiencing but at this time we are not able to do much more without access to his home.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / 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.

I was informed the monthly payments would be $20/month or I would have cancelled the service. I can get internet for $20/month somewhere else. Please have them listen to the calls where I was lied to. 

Regards,

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]

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 would like to thank the consumer for taking the time to file his concerns regarding the charges on his Cox account.  Please let me begin with an apology for challenges that he has had in resolving his concerns.  We take great pride on...

providing top-notch customer service to our customers and we hope that this information will provide him with the facts that he is seeking.  The customer was charged for multiple installation charges totaling $180.00.  One of the installation fees of $60.00 had been credited on May 23, 2014 due to an error in coding.  On June 30, 2014 the consumer contacted our Customer Care Center and spoke with our agent.  Due to the problems the customer had with the installation, our agent credited $150.00 in installation charges.  Therefore, the customer received a total of $210.00 in credit on his account; $180 toward his installation fees and an additional $30.00 toward his services.  The monthly rate at this time is $95.31 per month.  The services were installed on May 21, 2014; the balance due on the account at this time is $140.33 for services from May 21 through July 20, 2014 and was due on the regular due date of July 15, 2014.  To prevent the balance from going into the past due status, it will need to be paid as soon as possible.  It is our hope that the information we have provided will assist in the resolution of his dispute and regain his confidence in our organization.  We appreciate him as our customer and look forward to providing him with the excellent service that he deserves.  For future assistance with any other issues that may arise, he may call our Customer Care Center at ###-###-####Call: ###-###-####.  Our Technical Support Department is available for our customers 24 hours a day, seven days a week.  Thank you. [redacted]Executive Resolutions SpecialistOffice of the General Manager

[redacted] Complaint – No. [redacted] – Mr. [redacted]

class="MsoNormal">April 1, 2014

We would like to thank the consumer for taking the time to file his concerns regarding the monthly rate on his Cox account.  Please let me begin with an apology for challenges that he has had in resolving his concerns.  We take great pride on providing top-notch customer service to our customers and we hope that this information will provide him with the facts that he is seeking. 

The customer contacted Cox by phone on March 12, 2013 and spoke with our Retention Agent, Terri.  He was interested in finding a better package to suit his budget.  Terri went over pricing options with him and he agreed to sign up for the Cox 24-month Price Lock Guarantee, along with a 12 month promotional offer.  The Price Lock Guarantee (“PLG”) locked in the rate for specific Price Lock services at no higher than the non-discounted retail rate in effect on March 12, 2013 for the duration of his 24-month contract term.

Prior to adding a Price Lock to a customer’s account, Cox representatives read a mandatory script explaining which services are price locked, the term of the price lock agreement, the amount of the early termination fee, and how to opt out or cancel the agreement within 30 days, without incurring an early termination charge. The Cox representative also explains to the customer on a short-term promotional offer, that the customer’s promotional rate will adjust to the Price Lock rate at the end of the promotional period.  Cox informs the customer that a copy of the PLG service agreement is available online 24/7 at [redacted] and will also be included in the customer’s next billing statement. The customer is required to confirm their acceptance of these terms and conditions prior to being enrolled in a Price Lock offer.

The customer received a copy of the Price Lock Service Agreement with his March 21, 2013 billing statement.  In addition to the Service Agreement, every monthly Cox statement contains the following verbiage; notifying the customer that they are receiving a promotional discount off of their price protected rates and that the price-protected rate will take effect when the promotion expires: 

“You are receiving a promotional discount off your price

protected rates. Your price protected rate, noted below each

discounted service, will take effect at the end of the promotional

discount period.”

Then the statement lists each service and the price-protected rate is listed below each service, as follows:

TV

Cox Advanced TV Premier  $62.64

Includes

Cox TV Starter

Price protected at $24.99

Expanded Service

Price protected at $39.00

Faith & Values Pak

Advanced TV

Price protected at $.00

Movie Pak

Price protected at $7.00

Sports & Information Pak

Price protected at $8.50

Variety Pak

Price protected at $10.00

Bonus Pak

Premier Package Discount (Promo Rate) $-3.85

Price protected at $-5.50

Research of his account tells us that he called our Customer Care Center on March 21, 2014 and spoke with our Retention Agent, Nicole.  Our customer disconnected his cable service and retained his Internet service.  Nicole provided a discount campaign on his Internet service for $13.00 off per month for three months, expiring on June 20, 2014.

Due to the problems our customer experienced, I have credited the Early Termination Fees that he was charged for disconnecting his service before the term of his Price Lock Guarantee agreement.  I have also credited the Internet Installation fee of $30.00.  He will see these credits on his next monthly statement, scheduled to print on April 20, 2014.

It is our hope that the information we have provided will assist in the resolution of his dispute and regain his confidence in our organization.  He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us 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 Department is available for our customers 24 hours a day, seven days a week.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

We would like to take this opportunity to thank our customer for letting us know how we had failed to meet his expectations. It is always our goal at Cox Communications to provide our customers with exemplary customer service. We would like to take the time to apologize to our customer for...

the inconvenience that he experienced with respect to the collection item on her account.

Unfortunately, there is nothing further that can be done for this former customer until the write-off amount on the account has been paid. We are attaching a copy of the e-mail communications that we previously had in October of last year on this same matter. This communication was a result of a complaint that was filed with the [redacted]. In August of 2013, there was a returned check and even after that one of our representatives provided a fairly large credit on the account in an attempt to satisfy this customer’s concerns regarding the loss of a discount campaign.

We want our customer to know that he was a valued customer, but we are unable to do anything further at this point. We apologize for the inconvenience that he experienced regarding this collection item. If he should have any further concerns or questions, he can contact Customer Care at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

December 28, 2015

 

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Revdex.com complaint Nunez-# [redacted]

 

We were sorry to hear of the distress that the customer

recently experienced with our company. 

 

Due to the gift card situation, we contacted the customer to

speak with him directly.   Although we did not reach the customer, we

left a detailed message with our contact information.  Our records confirm that our Customer Service

Team was able to resolve the matter with a  direct credit to the client’s account.  We advised the customer to contact us

directly with further concerns on the matter.

 

As always, we appreciate the opportunity to assist a valued

subscriber.  Thank you.

 

Catherine/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,

July 19, 2016
 
...

Revdex.com complaint # [redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, we contacted the customer directly.
 
The necessary adjustments have been made to the customer’s account.  At this moment the customers billing concern has been resolved in a satisfactory manner.  The client has our contact information should she wish to contact us directly.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Melissa/Cox Communications Executive Offices/ Arizona

April 27, 2016
Revdex.com complaint# [redacted]—C[redacted] L[redacted]

face="Times New Roman" size="3"> We were sorry to hear of the difficulty that the customer has experienced with email.  Due to the concerns that she brought to the attention of your office, we contacted the customer directly to assist her.  Our Tier 2 Leadership has reviewed her account in detail; and we will continue to work with the client and ensure that has the correct information regarding her Internet and email service with us.
As always, thank you for the opportunity to assist a valued customer!
Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com Case# 11394236
 
...

We regret to hear of any inconvenience that our customer has experienced with our company. 
 
We spoke to the customer directly on 4/22/16 regarding his concerns. We advised him that while we were sorry to hear of his experience and ongoing issues, our Field Leaders are confident that we have done our due diligence and made every attempt to provide him a resolution. At this time, we have verified everything at the plant and the customer’s home has been resolved indicating the issue to be with his personal equipment.
 
Recognizing that we could not satisfy the customer, we offered to schedule a disconnection and provide a refund should he wish to pursue other options for a service provider. No changes were made during our conversation but if he wishes to proceed he can contact us back or our Customer Service Department at [redacted] or [redacted].
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

February 3, 2015 Revdex.com complaint [redacted] We contacted the customer directly on January 21 after reviewing her comments from your office.  Because of the information received from the Revdex.com, our Field Leadership...

followed up and ensured the customer was receiving the service that she expects, and deserve from us.   The subscriber has our contact information should she experience any other concerns on this matter.  As always, we appreciate the opportunity that the Revdex.com has given us to address and resolve our customer’s concerns.  Thank you. [redacted]/Cox Communications

We would like to thank the customer for taking the time to file her concerns regarding her service.  Please let me begin...

with an apology for any inconvenience she has experienced. We certainly do not want to cause any frustrations. Upon receipt of this complaint we see that we are currently working with this customer regarding the concerns brought to our attention.  We are confident that we will reach an amicable 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. Executive Escalations Cox Communications

We would like to thank our customer for letting us know about her concerns regarding a missing cable box from a former account.  We apologize for the inconvenience that our customer has encountered in her attempts to get this issue resolved.

Upon receipt of this complaint, we did a...

thorough investigation of our customer’s former account.  Our findings are as follows:

Our records confirm that two pieces of equipment were returned on 6-26-14.  The EMTA that was assigned to the phone service ([redacted]) was assigned to a new account on 7-18-14.  The D3000 modem ([redacted]) was assigned to a new account on 7-16-14.

There are no records to support that the EMTA was on any other account prior to the one it is now assigned to except for our customer’s account on [redacted]

There is no record of the cable box being returned ([redacted]).  It is still showing in inventory as being assigned to the customer’s former account.

We would like to suggest that our customer contact the apartment complex where she lived.  Possibly, the equipment could have been dropped off to them when the unit was being cleaned and is in a closet or corner of the office.  It would not be the first time that something like this has occurred with our equipment.

We feel that we have taken the appropriate steps with regard to this customer’s concerns.    We strongly recommend that the customer check closets, boxes, etc. as equipment sometimes shows up when thought to be lost.  Our Customer Care Team can be reached at [redacted] 24 hours a day/7 days a week.  Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

April 27, 2016
Revdex.com complaint # [redacted]

face="Times New Roman" size="3"> We were sorry to hear of the confusion that the customer experienced with his billing and the [redacted] card promotion. 
When we spoke to the customer yesterday ,we explained that because the gift card promotion was not set up in our system in accordance with the marketing guidelines, we are unable to request the gift card from our Rebate Center.  We offered the customer a $200.00 credit to his account because we were unable to fulfill his request for the [redacted] card.  The customer declined our offer of $200.00. Because sending a $200.00 [redacted] gift card is not an option, we will apply a $200.00 credit to the customer’s account today.  We also confirmed with the customer yesterday that he is on a non-contracted plan, so he has the option to terminate service with us at any time, without penalization.
We apologize again for the confusion regarding the customer’s account and billing.  We believe our company has made a fair an honest attempt to right the situation with our credit application. 
As always, thank you for the opportunity to assist a customer.
Catherine/Cox Communications Executive Office/ Arizona