Cox Communications, Inc.

We were sorry to hear of the difficulty that the customer is having with her email. Due to the concerns that she brought to the attention of your office, we contacted the customer directly and advised that her emails issues are not related a server issue. Our office has notated the customer’s...

account in depth regarding the details of the investigation. Because the solution to the subscriber’s email concerns can be rectified by a member of our Internet Technical Team, we suggested that she contact our Technical Support Group to perform some further troubleshooting over the phone. We offered to have a member of our Internet Team contact the customer to assist, but she declined our offer. In the interest of our customers, our Technical Support Team is open 24 hours a day, seven days a week, and 365 days of the year. We hope the customer will take advantage of our Technical Internet Team for assistance. We can be reached at ###-###-####.   As always, we thank the Revdex.com for the opportunity to assist our client.   [redacted]/Cox Communications Executive Offices/ Arizona

Dear Ms. [redacted]
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to installation fees that have been billed to your account.
Our records show that on...

February 12, 2016, $104 of the installation credits were applied to your account.  Today (February 22, 2016), I have issued the remaining $50.00.  These credits will reflect on your next billing statement.Please accept our apologies for the frustration we have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 8:30am to 5:00pm, Monday through Friday.
Respectfully,
Sylvia L. D[redacted]
Executive Office of the Regional Manager
Cox Communications

[redacted] is conducting unfair business practices and extremely inconsistent in the pricing of their services. I called the same phone number ###-###-#### from two different phones to changes my current services. On phone line #1, was on hold/in the automated [redacted] loop for over 40 minutes and no one picked up my call to assist me because I selected the automated option to downgrade &/or cancel service. However, when I called in on phone line #2, I selected the option to upgrade &/or add a new service, and a service representative picked up my call within the first 90 seconds to assist me. I explained the situation and asked them to please assist me in downgrading my services and they explained to me that they could not help me and would have to put me back into the automated system and that it would be an additional 40-45 minute hold before someone could help me downgrade my current services.

Also, I have spoken with other Phoenix, AZ [redacted] customers that are receiving the same services as I receive and their monthly monthly bill is around $30 less than my monthly bill. The [redacted] representative could not explain the differences in monthly charges to me other that "promotional discounts". Apparently I only qualify for a $10 monthly discount. I have been a loyal [redacted] customer for the past 13 plus years but for some reason I don't qualify for their best pricing because I've been a loyal customer. What????????

Regards,

Very displeased customer

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 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.

Your response to my complaint was on 10/20/14.  It is now 10/26/14 - it has been 61 days and I have YET to receive the refund of $36.29 PLUS INTEREST!  Your continued inaction is unacceptable.

Regards,

this Catherine person made ABSOLUTELY NO EFFORT to contact me. She left 1 message more than a week ago and IGNORED ALL 5 messages I left her that day. 
Furthermore, her statement about Collections is a flat lie!  I know that for a fact based on my call with them & one of her coworkers on an unrelated complaint from last year. There are no extensions!  She obviously didn't read my complaint in its entirety.  
Put me in contact with someone who isn't a liar and actually will do their job. My service was suspended 8 days into my unofficial grace period when it should not have been.  That I know to be true from speaking with Jesse in Catherine's office last year & information he provided AND Carol in Collections before filing this complaint.  Catherine intentionally delayed returning any of my phone calls left more than a week ago  this is the first I have heard from her since  
Lies and refuses to return phone calls. Nice try Catherine.

Tell us why here...November 13, 2015Revdex.com complaint # [redacted]We are sorry that the customer is not satisfied with our previous response to your company.We attempted to contact the customer again by phone, but we were only able to leave a message.  We did send an email with information on the special discounts and credits applied to the customer’s account since that was her main concern on her complaint. We also advised the customer that she is always welcome to call our Account Services Department at [redacted] to verify this information.  We hope this information has been helpful to your office.  We look forward to hearing from the customer. Cox Communications Executive Offices/Arizona

January 13, 2015

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Revdex.com complaint # [redacted]- 

We were sorry to hear of the billing confusion that the

customer experienced with our company. 

Due to these concerns, we have made direct contact with the client and

given her our contact information.

We are working directly with our Accounting and Collections

Team to see if we can resolve the concerns that the customer brought to the

attention of your office.  We will

continue to work directly with the subscriber and keep her informed on the

investigation request that we filed.

As always, we appreciate the opportunity that the Revdex.com has

given us.  Thank you.

Catherine/Office of the General Manager/ Cox Communications

Executive Offices/ Arizona

February 13, 2014

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

This is to advise that we have attempted to reach the customer without success.  An e-mail was sent to the customer on 1-17-14 and a letter was forwarded to the customer on 1-22-14.

We are unable to complete the research on this complaint without additional information such as the address where the service was installed.  Once this information is received we will be able to complete our investigation and provide the customer with a response.

We want our customer to know that we want to resolve these concerns.  Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

I am rejecting because I called the number Catherine left me last week, on Monday, January 11th.  I stated the best times to call would be after 2 p.m., every day.  Their automatic voice message said they would call by the next business day.  I waited yesterday and today.  I called again, today, January 13th and left another message.  Part of the rejection, is I am not confident enough that they will keep me posted on the investigation to get this matter resolved.  They should have called by yesterday to give me any updates and ask me the questions they need me to answer.
Thank you,

[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 consider this complaint resolved.Thank you,[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,

February 4, 2014 Revdex.com Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file her concerns regarding the increase in her monthly bill.   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 was installed she received a discount on the cable service for six months.  When the discount expired the customer also added internet service and received a 12-month discount on that service.  On the customer’s January 20, 2013 bill the discount on the cable service expired and increased the bill by $20.00.  This bill also included the internet service at a discounted rate of $19.99 per month.  The customer’s monthly bill was now $103.62.   On January 19, 2014 the discount on the internet service expired which increased her bill by $43.00.  The customer called to inquire why she wasn’t able to receive the rate she had before.  The billing agent informed the customer that there was a two year promotion that would provide the customer with a $40.00 discount on cable service for two years expiring on January 21, 2015.  The customer accepted the offer. 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

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.

Still no payment from COX!!  Do you work for the people or the companies in your membership??

As of May 3, 2014 no refund, disconnect was in November 2013.  See complaint below.

Regards,

Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service.  We sincerely regret any inconvenience that our customer has experienced with our company. 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.   Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted]

"Helvetica",sans-serif; font-size: 10pt;">We have contacted the customer directly to address their concerns on our EasyPay program.  We were able to offer the customer a courtesy credit for the disputed fees, which our customer did accept.  While we understand the customer does not agree with our returned payment fees and policy, we do appreciate the feedback and suggestions he provided and will forward them to the appropriate department.   We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their account billing and recent technician visit.  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 on 8/24/15, 8/25/15, and 8/27/15 but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information.  Although we were unable to speak with our customer directly, it is our genuine desire to reach a resolution in this situation. With this in mind, we have waived the charge of $60.00 being disputed by our customer. Additionally, we would like to apologize for any frustration this situation has caused.   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

March 17, 2014

Revdex.com complaint # [redacted]

 

We were sorry to hear that the customer experienced confusion with their billing.  As a service oriented company, one of our primary goals is to ensure customer satisfaction and loyalty.  We sincerely...

regret that we were not able to resolve the billing issue in a timely manner.

Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account.  The details from the documentation filed with the Revdex.com were sent over to our Sales/Retention Leadership Team for investigation.  Per our Sales Manager, we would like to speak to the customer in an effort to find a package and rate that will work satisfactorily for the subscriber.  [redacted] from our Sales Team has attempted to reach the customer on three occasions, to no avail.  Our office attempted to reach the subscriber as well, but we were not able to leave a voice message or call back number.  We ask that the subscriber contact our Customer Service Department at her convenience, and her account will be noted with some possible options for services.  Should the customer have another contact number that she can be reached at, we will attempt contact with her again.  Our Customer Service Department can be reached at [redacted].

We are sorry that we weren’t able to provide more detailed information regarding the situation at hand.  We would like to assist the customer, and we are looking forward to speaking with her in the near future.  Thank you.

 

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

We would like to thank our customer for bringing her billing concerns to our attention.  The complaint that was filed with the Revdex.com was directed to my attention for research and resolution.  We are sorry to hear that our customer felt that she had no other recourse than...

to contact the Revdex.com to get these concerns resolved.  We would like to apologize for any misinformation or challenges that she faced while trying to resolve this issue.  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, our customer’s account was researched thoroughly.  We offer our customers a variety of many different pricing opportunities which sometimes can be a bit confusing.  We are providing the following details:

 

6-11-14 - Our customer initiates new service under special bundle pricing of $109.99 excluding equipment and taxes.  This special pricing is two tiered – the initial rate of $109.99 will increase to $139.99 during month 7.  [redacted] premium service is included in the $109.99 base price and is offset by the bundle discount pricing.  Her monthly total including equipment and taxes is $155.34.

Record 6 – I am working with our field and warehouse to see if we have any record 6 tuners available.  I will contact our customer and make the necessary arrangements to have the equipment changed out for her once I determine the availability.  If we are able to get the 2 tuner, our customer’s rate will reduce to approximately $145.00.  In the meantime, I am place a one-time 6 month credit of $60.00 to cover the cost of this higher level equipment. 

I am working with our Customer Loyalty Team to see if we can repackage her services and remove phone and [redacted] and still provide her with the rate she is looking for.  I will contact our customer once I have the final information.

 

We want our customer to know that we appreciate her patronage and hope to have a long relationship.  We regret the difficulties she experienced and hope that we are able to regain her confidence in our organization.  If she has any additional concerns, she can contact our Customer Care Center at [redacted]Call: [redacted] or contact us on our web site at [redacted].     

 

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.I have asked to be contacted at ###-###-####. My husband has called the number he left and is never available. We would like free installation and discount of our service. We had scheduled to have service installed twice early in the morning and both times had to reschedule. Have also spend time on the phone to just get this scheduled. We have very busy schedules and we feel that they have cost us valuable time with their poor customer service. 

Regards,