Cox Communications, Inc.

We would like to thank the customer for taking the time to file their concerns regarding their account billing.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.Regarding the customer’s...

concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to speak with them directly to discuss their concerns with their account billing.  Although we were unable to speak with our customer directly, upon receiving this complaint we did make contact with our Refunds Department regarding our customer’s concerns. As of 7/7/15 our Refunds Department has advised us that they have corrected the account to have the disputed balance removed. This Cox account now has a zero balance.  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. Thank you. [redacted]Executive ResolutionsCox Communications

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.First of all when it came to the initial visit, the technician did contact his supervisors with his company,  They played phone tag with Cox most of the afternoon waiting for Cox to direct them as to what to do next.  I did not want the wires running around the outside of my home and the subcontractors agreed with my decision, even stating they would not do the same in their home.  The subcontractors also stated they were directed by Cox to leave everything as it was when they arrived and they were not authorized to make any changes to the home.  We asked if they could run the wires for the outlets in the garage since that was not vaulted.  They said the were directed by Cox to put everything as it was and leave.  No changes were to be made.  As I stated in my previous email, 2 of us had taken a vacation day and were home with your subcontractors from 8:30 am until nearly 3pm.I understand it is not you policy to advise a customer to go to another service provider, however that is what the subcontractors advised us to do.   Whether it is your policy or not, it is happening.  I called at 4:30-4:45 reported to technical support of the outage of the home telephone.  She did not advise me there was a possibility they would not make it out that evening.  In fact, when I explained to her what had happened with your subcontractors, she apologized over and over again and stated she was going to have a Cox manager contact me.  In addition, she was guaranteeing me someone would be out that evening since they disconnected service by mistake earlier that day.  She also never said there was a possibility they would not be out that evening.  I asked if there was a phone number I should use that evening if I had any questions about them when they would be out that evening once they closed and she said technical support did not close so I could call the same number.   She never stated there was a possibility they would have to schedule day.  My boyfriend was waiting until nearly 8pm and not one person from Cox called us.  At that point I called technical support again and insisted someone come out.  I was told by a very rude, immature representative that my I was contacted about an appointment that was made between 3-5pm the next day.  I was never contacted, someone within the Cox organization took it upon themselves to schedule it for the next day without notifying me.  I was not available the next 2 days as I was leaving town the next morning and would not have a way to arm my home when we left.  The representative I spoke to at 8 pm was very rude to me as though this was my fault.  I asked that I speak to his manager and he stated he was the manager and would not let me speak to anyone else.  I asked that a manager call me as soon as possible and he said the best he would do was have someone call me within 2 days.  I never heard from a manager from the first time I addressed my concerns with the technical support agent at 4pm nor when I spoke to the rude technical support agent at 8pm.  NEVER DID A COX MANAGER CALL ME AS PROMISED TWICE.  NEVER DID A COX REPRESENTATIVE CALL AND SAY LET ME SEND OUT A COX EMPLOYEE.Recently we have added to our home and had to go into the attic.  Although the ceilings are vaulted we have managed to have people go from one side of the home to the other.  You must want to go, and honestly the subcontractors did not nor did they advise we wire through the outside.  We could see they wanted to move on to an easier job.  I know they do not make money if they do not do the work.  I work with subcontractors on a day to day basis.  I know some work is not worth the money to them.  Honestly, I don't want anyone staying to perform work in my home that does not want to be here.  This cannot end positive for either of us.  However, it was up to Cox to step in.I do not believer you care about your customers and how they are treated.  Cox is such a large business, your customers time is not important to you.Regards,

I would never recommend this company. I have only had them for 24 hours and have had nothing but problems. I was falsely advertised something I was not given and nobody at the company wants to make things right . I HATE this company. By far the worse cable company I have ever had in my life!

We will waive the early termination fee as stated in our previous response.  The customer's account has been notated as such. We wish the customer much luck with their new provider. 

Thank you,

July 28, 2016
 
Revdex.com complaint # [redacted]
 
We were sorry to hear the customer was not happy with the resolution we presented in our last communication.  Due to the concerns that the client brought to your attention, we contacted the customer directly once again and discussed his billing concerns.
 
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.
 
Luis/Cox Communications Executive Offices/ Arizona

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

1/12/15, we were able to confirm that our Field Services Department was already able to dispatch a technician earlier in the day to look into the issues with their services. Additionally, a second technician was dispatched to the home on 1/16/15 to investigate the issues further. After this visit, our Field Services Department was able to confirm the trouble with our customer’s services was a result of a problem with the equipment outside of their home. Our customer was made aware of this by one of our Field Service Supervisors and was also made aware that these repairs may take 1-3 weeks to complete. We would like to assure our customer that they will be informed on the status of these repairs as we move through the process.We truly appreciate the patience and understanding of our customer throughout this situation. 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 ###-###-####. Thank You.[redacted]Executive ResolutionsCox Communications

Dear

I am grateful for your assistance regarding this matter.  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 attached four documents to show that cox has failed to take accountability for the substandard customer service and the incompetence of the company's customer representatives.  I made no less than FOUR attempts to resolve this issue with cox spending over FOUR hours being on hold (more than 1 1/2 hours on no less than 3 instances) and speaking with multiple customer service reps whom seemed to be clueless about my previous calls.  

I would like to bring your attention to cox's customer Resolutions Specialist response:  “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.”

?It is clear that cox's best approach is to blame the customer.  I originally placed the order ONLINE and mistyped ONLY ONE DIGIT in [redacted] * instead of [redacted] The rest of the address was the same.  Poor approach to a resolutions specialist.  "The customer was billed for 3-months at the regular monthly rate."  ?The attached documents show that indeed they overcharged me 3 times even when I had contacted them to resolve the issue, but they failed to resolve it, so I decided to cancel immediately on 3-4-14.

Next, I would like you to refer to documents "3-4-14 cox balance" and compare it to "3-22-14 statement" so that you can see that no credits have been issued recently, and I have yet to see any refunds, which I totally dispute the following statement :  “I have issued a credit for the difference between the regular rate and the promotional rate less credits already issued.”

I am APPALLED & DEEPLY DISTURBED that giant corporations like cox believe that it is OK to profit from FRAUDULENTLY OVERCHARGING customer by being deceitful and believing that they can get away with it by applying a LESS THAN PARTIAL "CREDIT" and issuing an "apology."  IT'S A TOTAL OUTRAGE!   

Regards,

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.Nowhere in "this specific promotional discount" did it specify that this offer "was only available to Cox High Speed Internet subscribers who were not already subscribed to any level of Cox Cable Television services."  Essentially Cox is using the argument of fine print "other restrictions may apply." However, this is not acceptable either; otherwise companies could advertise ridiculous offers for whatever they want to lure customers in (bait) and then when customers requested the advertised offer, the company would say that the offer is not available but that another in fact is (switch)  For example, advertising "Free Cable!!!" putting only "restrictions apply" in the fine print and then telling the rush of customers who try to get the advertised offer that the free cable is only available to current customers who reside at [redacted] (but there is another option available for $199.99)  Obviously this is deceptive and my complaint has many similar aspects that display violations of Arizona consumer protection law.

August 11, 2014 Revdex.com complaint # [redacted] We were sorry to hear that the customer experienced confusion on his final billing.   Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account. ...

 Based on the contradictory information that the customer received from our Care Center regarding the unreturned modem, we have removed it from his account.  Our system will update his account within 24-48 hours and the credit balance on the account will be refunded to the customer.  Since there is no contact information on the complaint filed with the Revdex.com, we urge the customer to contact our Care Center to update/confirm his mailing address.  Our Customer Service Team can be reached toll free at 1-866-867-7644 from anywhere in the Continental United States. We hope the Revdex.com and well as the customer find this information helpful.  Thank you. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

January 24, 2014

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

We would like to thank our customer for bringing his concerns to our attention.  We are sorry for the amount of time that he has been waiting to get clarification regarding his billing issues.  We apologize for the challenges that he encountered in his attempts to get this resolved.   Whenever our customers feel that our service falls short of what they expected, we need to know.

Upon receipt of this complaint, the account was thoroughly researched.  We are presenting the following information:
Our customer took advantage of a special pricing offer that was available for Internet and phone for a rate of $39.99 plus taxes.  The promotion was for a 12 month period which started on 4-27-13 and was to conclude on 5-20-14.  His monthly bill averaged $52.71.

Included in this special offer was a $20.00 step increase that was to take effect in the 7th month of the 12 month period and would have gone into effect at the end of October 2013.

Our customer moved on approximately 10-24-13 which coincided with the $20.00 step increase for the data service.  The $72.95 billing price that he has been charged since he moved is correct.

Based on further investigation, it appears that our customer may not have been properly apprised of the $20.00 step increase that was to take place in month 7 of the 12 month promotion.  We have placed an $80.00 credit on the account for 10-24-13 through 1-23-14 which includes the billing statements since our customer’s move.  An additional lump sum credit in the amount of $60.00 has also been applied to cover the remaining billing statements through 5-23-14.

At the end of May, our customer will have to contact our Customer Loyalty Team at [redacted] to see what options may be available at that time to meet his $55.00 price point.
We want our customer to know that we appreciate his business and apologize for any misunderstanding that may have occurred during the sales transaction in April of last year.  We sincerely regret that he had to encounter these difficulties, and hope that over time we will be able to regain his confidence in our organization.  Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Revdex.com complaint # [redacted]

We are sorry to hear that one of our subscribers is experiencing confusion with his billing and service.  As a service oriented company, we realize that customer satisfaction is crucial to our success. 

Because of the complaint...

filed with the Revdex.com, a thorough review has been completed on the account.  Our records confirm that on the 19 of this month, our Billing Agent [redacted] applied the necessary credits in lieu of the installation fees charged to the subscriber on the 7 of February 2014.  The customer also stated that he was promised a two year lock on pricing when he originally ordered the service. Review of the work orders on file indicate that only phone service was on the original order on February 7, with the additional services ordered five days later.  Because the services were not ordered and transferred at the same time, the agent would not have been able to secure a discounted price at a contract rates for the customer.  

While we always appreciate it when the Revdex.com brings a customer situation to our attention, we want to point out that our Billing agent attempted to assist and answer all of the subscribers questions regarding his monthly rates and service.  It is also noted on the account that she offered to research the situation regarding the contract and free service issues, but the customer declined her assistance.   Our Customer Service Team is trained to assist our customers with their concerns, and we welcome the opportunity to help.  If the subscriber would like our Billing Team to investigate the matters that he has brought to your attention, we ask for his cooperation and some of his time. While we cannot divulge personal information in our reply to the Revdex.com, we will attempt to contact the customer by phone to discuss the situation at hand.

We sincerely apologize for the anxiety that the customer has experienced with our company, and hope this information has been helpful to the Revdex.com.

 

[redacted]/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding the balances owed for their former Cox...

account.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customer any frustrations.
Upon receipt of this complaint, we were able to review the account in question with our Collections Department to gain a better understanding of the remarks being reported to our customer’s credit.  After this research was completed, we do see that two amounts were submitted to collections, one for $229.59, and one for $719.00.
Our research found the $719.00 remark was due to unreturned equipment charges for a cable receiver and modem that had not been received by our customer at the time it was reported to the credit bureaus. However, we do see the equipment has since been returned to us as of 3/09/16.  With this in mind, our Collections Department has submitted a request to the appropriate credit bureaus to have this remark removed. Generally this process can take up to 30 days to be reflected on a credit report.
In addition, our research also found the remark for the unpaid balance of $229.59 to be valid. Review of the account, payment history, and billing statements for the account in question found this balance of $229.59 to be for service rendered from 7/20/14 to 9/08/14 that we did not receive payment for. In order to have this remark updated on our customer’s credit report, they will need to pay this balance in full. Payments may be made by contacting our Care Center at [redacted].
  
Thank You.
George S.
Executive Resolutions
Cox Communications

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by an early termination fee. We attempted to contact the customer by telephone and the number is disconnected. We have sent out an email to advise the customer that the contact needs to be made to review the...

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

We would like to thank the customer for taking the time to file his concerns regarding his Internet connection.  Additionally, we regret any inconvenience they may have experienced when discussing their concerns with a member of our Technical Support Department. Please let me begin with an...

apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.Regarding the customer’s concerns with their Internet services, we did attempt to reach them at both telephone numbers listed on their account ([redacted] and [redacted]) to address these issues but we were unsuccessful. During our research of their recent speed tests, it does appear that the customer is now receiving adequate speeds for their level of subscription. If the issue is still present, we do encourage the customer to call ([redacted] EXT: [redacted] and we will be happy to assist them further. 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. Thank you. [redacted]Executive ResolutionsCox Communications

September 16, 2014

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Re: [redacted] Complaint #[redacted] – [redacted]
 

This is in response to the complaint that our customer filed with the [redacted] regarding the $200.00 [redacted] gift card that she expected to receive for taking our services.  It is always our goal to provide our customers with exemplary customer service.  We would like to apologize for the inconvenience that our customer experienced in her numerous attempts to obtain clarification as to the status of her gift card.
 

Upon receipt of this complaint, we researched the account.  We have forwarded a request to the card processor to expedite this card to our customer as soon as possible.  Our customer will be receiving a telephone call as soon as we have a firm commitment date as to when this card is expected to be in our customer’s hands.  As a courtesy to our customer for the extreme delay, we have applied a courtesy credit to her account which will appear on her next billing statement. 
 

We also reviewed our customer’s account and determined that the difference in her monthly billing is due to the representative not properly quoting equipment and taxes.  This is currently being reviewed to determine if there is any way to bring her closer to the original quote.  We will contact her as soon as our research is complete.
 

If she should have any further concerns or questions, she may contact our Customer Care Center at ###-###-####.  They are available 7 days a week.  Thank you.
 

Sincerely,
 
 

Executive Resolutions

Office of the General Manager

Cox Communications/[redacted]

If you like Tru TV, understand that (With Cox) it is off the air almost everytime I try to watch it. Same with Spike, and Comedy Central. (In San Diego)

I pay $120 for a phone I've never used, cable (the 3 channels I like never work), and internet, (which goes in and out) AND which I rarely use.

Total trash. I sit here and pay a bill for a serive I get nothing from. Worst "business" I've ever given money to. Everything about them is terrible. Including the TV guide, which hasn't changed interface since the 90s. I have never in my life desired a company to go bankrupt more than I do this one.

We appreciate our customer taking the time to file their additional concerns regarding their former Cox account. ...

As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns.
Upon review of the account in question, we are able to confirm that the disconnection of service was completed as requested on 5/14/16. Once an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business days. When the equipment in question (Cable receiver and modem) were not returned within ten days of the disconnection, unreturned equipment fees totaling $401.57 were applied to the account.
While the cable receiver has been returned as of 6/23/16, resulting in $269.88 in equipment charges being removed, the modem (serial number [redacted]) has yet to be returned to our company. Once the modem has been returned to Cox Communications, the remaining equipment fee of $131.69 will be removed from the account, which will leave the account with a zero balance. Our customer may return this equipment to any Cox Retail location, request to have a prepaid shipment box sent, or have a technician visit the home to pick up the equipment for a fee of $20.00.
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.
George
Executive Resolutions
Cox Communications

This is just another example of poor communication and service from Cox or an out right lie.  As a result of my first complaint back in May, Cox agreed to pick up their equipment.  A technician came to the house and picked up the modem but for some reason did not pick up the rest of the equipment.  Cox was notified and the rest of the equipment sat in the house until Cox picked it up a few days ago. 
My required out come remains unchanged.

cox told me that there was nothing they could do about past issues even though their own employees verified that they fixed an area problem which was a result from a previous repair attempt. The same tech showed up that was here around a year and a half ago for the same problem. I told the technician that I was tired of calling cox and having to wait 30 minutes with an automated system then finally transferred to a human who proceeds to ask me the same questions and wanting me to try the same repair techniques over the phone. This recent episode, I spent five hours trying to get a repair man sent out. They insisted the repair as set up for the next day when I already had another employee tell me that the tech. Dismissed the repair the first day because they tried to call my phone which was one of the problems. Boy what a smart tech. This type of service has been historically repeated from Cox for six years. They first denied damage to my wall from a contractor then said they would call and set up a meeting with me. Instead they just show up un announced and tell me they are sorry they will call and come back later. Instead they let themselves into my backyard while I was not home and left the gate open where all my dogs ran out.
Also the spokesperson said she would take 23 dollars off the phone line because it was phone related. That is false. It has always been Internet and phone related. I will accept this if it is taken off my entire bill not just my phone bill. Cox has also denied my filing of doctors note which I provided to them six years ago notifing them of need for phone in my home for medical emergencies. They denied neglecting ADA even though their repair was not even attempted until almost two days later. I have paid my bill on time every time for six years. I expect the same professional courtesy in return. I did not have time to finish my conversation with the cox representative because the City of [redacted] showed up for a water pipe repair.

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,