Cox Communications, Inc.

We appreciate our customer taking the time to file their additional concerns regarding their former Cox account.
Although review of the account did not indicate that the modem in question had been returned to our inventory, as a one time courtesy we have removed this equipment from the account. With this equipment now removed, the unreturned equipment charge of $131.69 will be removed from the account within 1-3 days, leaving the account with a zero balance.
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

Revdex.com Case #[redacted]

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It is our goal to provide our customers with exemplary customer service. 

We regret to hear of any inconvenience that our customer has experienced with our company. 

We have contacted the customer directly to address their concerns. At this time we are currently working with our Marketing Department regarding their inquiry but we are confident we will be able to provide a successful resolution.

Thank you for your time and consideration.

Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

[redacted] complaint# [redacted] We were sorry to hear that the customer is experiencing confusion on their billing.  We contacted the customer directly to resolve the issue at hand, and gave him our contact information should he have further questions on this...

subject.  Thank you. [redacted]/Cox Communications Executive Offices

Revdex.com Case #[redacted] We are sorry to hear our customer was having technical issues with his Cox services. We scheduled and completed a service call. The customer’s technical issues were all addressed. We have recently attempted to contact the customer by telephone but were not able to...

speak to the customer. The customer has contact information for our office as well as the field technician to ensure if any further concerns need to be addressed we are available for him.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #[redacted]
...

It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with our company. 

We have contacted the customer directly on 2/19/16 to address their concerns. We are confident we will be able to provide a successful resolution.

Thank you for your time and consideration.

Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

[redacted] Case #[redacted] We are sorry to hear our customer has not received accurate information for pricing and service information. The bundles do have different levels of service and different base prices before taxes, fees, and equipment. The bundles are designed to allow customers to...

customize the service as needed by added different equipment and upgrades like higher TV, Internet, or telephone service packages. We have made contact with the customer by telephone and are working on a satisfactory resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer had issues with pricing information. We were able to make contact and verify the account. The customer’s concerns and been addressed and we were able to come to a successful resolution.  Thank you for your time and...

consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox 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,

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 this complaint be elevated to a manager- I have had trouble getting a hold of her. We made an appointment on 6/3/15 at 2:00 to speak- she did not call or answer her phone. I have left multiple messages and have not heard back from anyone.

Regards,

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 he experienced.  We certainly do not want to cause her any frustrations.I contacted the customer on 11/13/14...

regarding her concerns with a possible cancellation fee being placed on her Cox account. After research of the situation, we were able to clarify for our customer that the sales offer she had received by telephone on the day in question was a fraudulent offer made by a party that has no affiliation to Cox Communications. We were able to assure our customer that their Cox account has not been impacted in any way as a result of the fraudulent call she received. 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]Thank you.[redacted]Executive ResolutionsCox Communications

We would like to thank the customer for taking the time to file their concerns regarding their former Cox account.  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 ([redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their former account.

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. George Executive Resolutions Cox Communications

[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,

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 your recent experience with swapping your modem.  I have conducted a review of...

your account and have determined the following:Our records show that on January 11, 2016, you contacted our customer service team requesting to exchange your WiFi modem for a telephone modem.  In addition, there was a request to change the account name from Mr. [redacted] name to your name.
When attempting to exchange the modem, there was an internal error that would not allow us to provision the equipment.  This error was resolved internally and did not require a technician to visit your home.  Please accept our apologies if this was not explained to you.
In order to process the name change, Cox must disconnect the active account prior to establishing the new account.  This is the reason why you temporarily lost services.  When transferring the phone number from the former account (Mr. [redacted] account) to your account, the representative failed to have the phone number reserved.  This resulted in you temporarily not having the phone number assigned to your account.  Our records show this has now been corrected.
Ms. [redacted] these many failures are embarrassing to our organization and does not display the legendary service we have built our reputation on.  We will use your experience as a coaching opportunity to ensure our representatives are thoroughly and efficiently assisting our customers.  Again, we apologize for the frustrations we caused you and 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
1[redacted]

These are inaccurate statements. Gentlemen I spoke to did admit that the woman had said she could lower my bill by $114. That would take my bill to about $154 a month. Which is what my understanding was. However my bill is now $205. The gentleman said that that was included in the conversation but that is completely inaccurate. In order to resolve this I really want to listen to the recording. I'm relying on their inaccurate statement rather than being able to hear it for myself as I heard it on the day that I spoke to the person who made the promise of the new rate.

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,

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

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June 4, 2014
 

We would like to thank the consumer for taking the time to file her concerns regarding her former Cox account.  Please let me begin with an apology for the challenges she has had in resolving this issue with Cox.  We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.    
 

Research of her account confirms that she had requested to disconnect her account on March 17, 2014.  Cox spoke with our customer on April 21, 2014 and credited all of the charges on her account.  Unfortunately, a small balance remained of $2.50, causing automated calls from our Collections Department to be made to the customer. 
 

The consumer contacted Cox again on May 22, 2014 and our agent located the error and credited the final balance of $2.50.  I have confirmed that her account is currently at a -0- balance and it has been closed out.
 

We apologize for the problems she had and hope to regain her confidence in our organization.  We are sorry to lose her as a customer and hope that she may reconsider installing Cox services in her home in the future.  Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

To Whom it May Concern
I have been a customer of Cox's for over 3 years and a combined 5 years. I prefer Cox to other options but have come to my ends of patience with their current customer “care” services.
In July I placed a phone call to request an extension on my payment because I was concerned that I would not make my payment on time. The representative I spoke with said I had already made my payment through auto pay for the month so I was paid for through August. I questioned him at first and he said it is posted you are good to go. I wasn’t sure what account I had accidentally set up on auto payment but was leaving early in the a.m. for a family vacation and didn’t have an abundance of time to spend researching.
I arrived back in Phoenix after my vacation and within a week my service was suspended. Confused, I called the billing center and was told I owed over 400$ in order to activate my service again. I had accidentally set myself up on auto pay in May or June on an account I had recently closed. I had not planned for such a high payment so I tried to figure my situation out and called a week later. The first girl I spoke auto with was very nice she said I could set two payments up two weeks a part of somewhere around 140$ and that would bring my account current. I did set those payments up and was transferred to another representative who said I still owed a remaining balance or 159 in order to be current. I asked to talk to a supervisor because I had now heard two different versions and just wanted to clarify. I spoke with A supervisor who was sympathetic to my situation and apologized about this miss information that evening as well as in July. She put some notes on my account and recommended I called in the a.m. and speak with collections to try and get things straightened out.
I called collections the next day and was told another story that no matter what until I was caught up there would be no activation. I asked for a supervisor and they said someone would contact me in 24-48 hours. I understand that and chose instead of hurting myself financially I would wait until I had the money to reactivate. I waited for a supervisor and never received that call.
A week later I received a full disconnect notice and a bill for equipment. No one had told me I was on a time table. I had wanted to continue with Cox I just wanted to make sure I had caught up first and not over extended myself elsewhere. I called again immediately asking for a supervisor and again was told I will have someone contact you. She then asked me if she could help. I explained my situation and she proceeded to give me a 10 minute lecture on better following my finances and gave examples such as if she thought she hadn’t paid her electric bill how you would expect her to dig deeper to figure that out. I felt stupid and violated as a consumer to have received this kind of lecture from not only my cable company but a complete stranger.
I called right back and again asked directly for a supervisor and again was asked how can the representative help me so she could pass on a better message to her supervisor. I told her my story and the last conversation I had. She was awesome. So apologetic and agreed that was unacceptable. She filled complaint for me against the previous employee and emailed a supervisor and asked them to contact me..
Here I am almost a month later. No return call from a single supervisor. Charges on my credit for not returning equipment and no cable or internet. I decided being that I am moving in a month I would visit a center and try and pay my bill, and speak with a supervisor so I would feel comfortable staying with Cox and using them for my move into a new house locally.
My experience was just that of what I have come to expect. I walked into the 59th Ave and Bell location and was assisted by a gentlemen. Not only did he seem completely apathetic to my frustrations he first agreed with the girl who gave me my financial lecture. Apologized for the “Lecture” part but followed that with “but she has a point”. Are you kidding me?? He then says “Well I don’t understand why you even came all the way to a center you could have called the billing line” Again I wanted to personally speak to Someone, ANYONE!!
So now I’m moving in a month and have to set up a new account with a different provider who I don’t even prefer. My goal today was to catch my account up and figure out if I was a valued customer at all. I am clearly not.

August 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 automatic debits.  Please let me begin with an apology for any inconvenience she experienced. ...

We certainly do not want to cause her any frustrations. Prior to transferring service the customer had an active account that was also on our [redacted] program.  The balance on that account as of June 14, 2014 was $190.08 and was also scheduled to be automatically debited on the due date.  Two days later the customer scheduled a transfer of service.   When the new account became active the $190.08 was debited from the customers’ bank account as scheduled.  Three days later the customer’s current balance on the new account was debited as scheduled.  The account after these debits had a credit of $190.08. On July 14, the same day the customer’s next month printed, the customer spoke to an agent and informed the agent that she wanted to cancel [redacted] and get a refund of the credit balance.  The agent filled out a form to have the money refunded but it had already been used to pay the current bill.  Presently the customer has a credit balance of $8.58 which will be deducted from their future bill. Om May 29, 2013 the customer agreed to a 2-year price lock guarantee contract that expires on May 28, 2015.  Should the customer choose to disconnect service they would be subject to the prorated early termination fee. On July 14 the customer’s bill printed and the credit balance was used to pay that bill. 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 Relations SpecialistExecutive Resolutions/Office of the General Manager

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 services, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. While there was not an option to leave a message when we called this number, we have submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing.  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

Dear Mr. [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 your recent transfer of service.  I have conducted a...

review of your account and have determined the following:Our records show that on December 16, 2015 you transferred your internet service and selected the self-install option.  The self-installation fee for this selection is $20.00.
On December 23, 2015, you contacted our technical support team to report that your internet service was not working.  At that time, we determined that it was necessary to send a technician out to your home.  The technician visit was scheduled for December 24, 2015.
On December 24, 2015, the technician found that the services were not properly activated at the pole.  The technician completed the activation and we inadvertently billed you $50.00 for this service call.
Today, January 14, 2016, we have credited the $50.00 charge and the adjustment will reflect on your next billing statement.
You also express concern in regards to your internet rate increasing from $66.99 to $73.99 after your transfer was completed.  As outlined in your attached December 8, 2015 billing statement, there was a rate change that affected your internet rate.  However, as a good faith gesture, we have added a 12-month campaign to your account that will provide you 10% off of your new monthly rate.  This campaign will reduce your new rate from $73.99 to $66.59.
Mr. [redacted] please accept our apologies for any inconvenience we **y have caused you. 
Respectfully,
 
Sylvia D[redacted]