Cox Communications, Inc.

October 10, 2014

Revdex.com – Complaint ID [redacted] – [redacted] - REBUTTAL

This is in response to the rebuttal that our customer submitted regarding the response that we provided on her complaint.  We want our customer to know that we have not reneged on our agreement.  In light of the fact that these are manual credits there is always a risk that one might be missed.  We apologize for the inconvenience that this caused our customer.

We applied the credit that was missed in September and have applied the October credit as of 10-08-14.  The current balance on the account is a credit balance of $32.46.  We will be contacting our customer to advise our recommendation to provide a lump sum credit for the balance of our agreement from November through April at $17.00 per month for a lump sum of $102.00.  The customer would then continue to make the $154.66 agreed upon monthly rate and the credit will adjust accordingly.  We believe that this is the best course of action to eliminate issues such as the recent missed credit.

Again, we want our customer to know that we have appreciated her patronage and hope to continue our relationship.  If she has any additional concerns, she can contact our Customer Care Center at [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 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.

Cox has a tendency to add services when not requested. I never requested a Contour DVR nor was I aware of such an "upgrade". All I ever wanted was a regular DVR. I expect full refund for the last few months of this charge. Again, I had no idea I had anything in addition to a standard DVR box. Over the years, cox tends to throw charges at customers without them knowing. They get away with this as they are a monopoly. I pleaded with them to remove a fasle movie charge in December of 2013, but they just accused me of lieing to them on that regard. They border on the line of harrassment over the phone, and are unwilling to let people speak with their supervisors. I would appreciate a quick resolution as I simply want to have my basic cable needs met.

Regards,

We were sorry to hear of the difficulty that our customer recently experienced with our company.  Our records confirm that three days after filing this complaint with the Revdex.com, the customer spoke to one of Customer Resolution Specialists regarding the concerns that the subscriber...

brought to the attention of the Revdex.com.  We were advised that the subscriber and our employee had a productive conversation and the issues have been properly addressed.  We will follow up directly with the customer regarding his disconnection date and early termination fee. We appreciate the opportunity to assist our customer, thank you. [redacted]/Office of the General Manager/Cox Communications Executive Offices/ Arizona

We would like to thank the Revdex.com for the

opportunity to assist a valuable customer. It is certainly not our

intention to cause any frustration.   We have contacted the

client directly to address his concerns in detail and he has our

contact information if he would like to discuss this...

further.   It is always our goal to provide our customers with exemplary

customer service. We appreciate the opportunity that the Revdex.com has given to us to

address and assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

The statement by Cox is a lie. I was never notified that the rate I was charged was a temporary rate. Where is the proof I agreed to this? This is a deceptive and unfair business practice and I am being slammed with a rate I never agreed to.

I hereby reject the business's response to my complaint. Cox Communications did not even try to rectify the issue. If you do the math I was pretty much scammed out of 300.00 plus dollars by Cox communications employee. And their response is to try to scam me again by sending a tech out to supposedly fix my internet which didn't get fixed by the way so they can charge me more money which they did. Telling they were gonna credit me 130.00 dollars and then not doing so. After they were contacted by the Revdex.com all they did was call me back and offer me the same 130 dollar credit.

We would like to thank the customer for taking the time to file their concerns regarding their service installation.  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 service installation, we did attempt to reach them at the telephone number they provided to us (###-###-####) on three separate occasions 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 address their concerns with their installation.  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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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]

We apologize for any delay. We have sent the customer an e-mail on Monday, August 3rd, to confirm if he had received the letter and if not, to please let us know for us to re-send it. We also included our response in the e-mail to advise the customer of the recent changes to their account. At this time we have not received a response from our customer. However, we are confident that we have successfully resolved our customer's concerns. Should the customer have any additional questions or concerns regarding their account, they are more than welcome to contact us. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

May 5, 2014

Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that our customer is experiencing with his Internet rate with our company.  Thank you for giving us the opportunity to review and address the concerns that the customer brought to your attention.

The subscriber states in his complaint that his Internet rate suddenly changed in February of this year, without notice. A thorough review has been completed on the account as well as the rates that we are charging him for service. 

Our records confirm that the customer spoke to our Sales Agent [redacted] on February 6, 2013, regarding Internet pricing.  [redacted] noted the account the customer was offered and given an Internet pricing campaign which ensured the customer a 40% off discount to his service, for one year.  As the customer pointed out, the temporary campaign ended in February of this year.  As with any billing concern or service question, we always recommend our customers to contact our Customer Service Team at [redacted] for help.  Our agents are helpful, friendly, and trained to address the concerns that the customers bring to us. We have no indication that the customer contacted us to discuss his account since February 2013.

We hope this information has been helpful to the Revdex.com.  Thank you.

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

We are happy to assist our customer with her concerns with her former Cox account.  As of 2/8/15 we received an e-mail from our customer advising us they are currently traveling abroad and have requested to communicate with us via e-mail to address their concerns. Unfortunately, our department is closed on Sundays so we have just reviewed her e-mail response as of this morning. We will be making contact with our customer via e-mail as she requested to ensure the issues at hand are addressed. We truly appreciate our customer's patience and understanding. Sincerely, [redacted] ** Executive EscalationsCox Communications

I spoke with [redacted] on the 14th she said she would follow up with me on Monday I never heard anything from her I would like to discuss a couple of issues with her but I'm not going to reach out until she reaches out to me as she told me she would it seems as though this issue is not resolved but just open ended I would also greatly like to resolve the issue of their last timed out is blowing my vizio speaker out I am Not sure if I should contact [redacted] about that or wait for her to contact me any advice you have would be greatly appreciated thank you so very much have a great day and many thanks to the Revdex.com
Respectfully

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.[redacted], who responded the the Revdex.com complaint by calling me has admitted iCox did Make mistakes and agreed that everything I did complain about,  is accurate and that I was misquoted from 2 different departments. He also acknowledged that Cox made a mistake when I called in a month later and they still told me I was under the plan I was promised. ($94.00 out the door)  If cox feels they made a mistake, they should do what a reputable company will do and honor what was quoted.  I left the service I was with and out of contract with my other service provider, and had many loyalty discounts and a grandfathered discount associated with my old account. If I go back to my old service, I will have to start from scratch and pay for equipment and I will no longer have loyalty and grandfathered discounts, costing me much more than where  was.  I appreciate the $61.00 credit and the offer to waive the cancellation fee after having me agree to a  contact under false presences.  But the credit was not accepted  by me as a bribe to buy me off, I took it as compensation for the grief they put me though so far.    The Manager, [redacted], who responded the the Revdex.com complaint by calling me, , just held his ground, admitted Cox was wrong, but still refused to honer the contract they made with me. He tried to come from a position of power , trying to control the call to try to intimidate me.  If cox wants to waive the termination fee for me because they want out of a contract they committed, I will accept that if they waive all cancellation fees on all clients who cancel service with cox, (And refund anyone who has ever had a cancellation fee)  because  these clients made a mistake when they signed up and made a commitment, cox does not believe in keeping commitments they agreed to just because they felt like it was a bad deal for them after the fact. and just like cox did to me,  so anyone who feels they made a mistake with cox and  they freely admit it they should get out of their obligations since an agreement means nothing to cox. This is a policy cox uses with me where you can get out of  a written commitment if you change your mind and make a mistake, , and I'm sure that this is a form of discrimination if cox does not offer that same option to all of it's  customers .. Once again, I am available  to share all of my signed documentation from cox and and recordings of all conversations (The rep was aware the call was recorded)  there is no exaggeration on my part, it is not my goal to "stick it to the man", these are just facts of my dealings with Cox Communications.

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the...

issue.We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.As always, 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

I have been a Cox Communications customer for over 10 years and on 9/30 I used their chat line service to make payment arrangements on a cable bill. The Cox Communications automated system and the representative said her name was "Laysa G." The rep stated that she could make arrangements and give me until 10/17 to pay a specific amount. I agreed to those terms and saved the conversation via PDF. I kept receiving harassing phone calls and text messages to pay or be disconnected so I called Cox today (10/15) to make sure the agreement was in place. I spoke to a rep about my services only to find out that not only did he not see a payment arrangement set up but that my bill is set to go up by 15 dollars per month, talk about insult to injury. The rep advised that he would get in contact with billing to make sure an arrangement was set up so I wouldn't be disconnected. All of a sudden another rep named "Lamont" came on the line and asked me all the same questions, meaning I wasn't warm transferred and the original rep didn't do what he said he would. I went over everything with Lamont who had more bad news. He specifically advised that the chat rep never should've and didn't have the authorization to make any payment arrangements. Lamont stated that I should've been transferred to billing. He went on to say that because Laysa G misrepresented her abilities I must make an immediate payment for the amount or set up a payment in advance (for a date that was earlier than previously agreed to) so my services wouldn't be disconnected. I couldn't believe what I was hearing, not only did the Cox chat rep not follow official procedures but that when I called in to fix someone Cox's mistake that I was told my bill is going up and my services are going to be cancelled. I of course set up the necessary payment and asked to be transferred to a service manager of some sort to report this. A "Michael" came on the line and I had to report all of the data that they should have on file, chat date, rep name, etc for them. Thank God I saved everything and when I asked him what Cox is going to do to resolve this and give me satisfaction Michael said there is nothing he could do about it other than submit some sort of form to the original chat rep. I've been in the customer service industry for more than 20 years and this has got to be at the top of the list of the most incompetent, unprofessional, and dissatisfying experiences I've ever had. The entire chain of personnel I dealt with and their business practices should be called into question and held accountable for such poor service. I am writing this as I already invested 3 hours of my time and don't have any more to devote, otherwise I'd pursue this further. I will definitely be letting everyone I can know to stay away from Cox who seemingly has lost touch with it's customer base and customer service.

We had notified our IT departments involved with the Cox Online Backup and Online Profile services that the issue had not been fully resolved. Our IT department identified the issue and were able to update the customer's online profile to display the correct information. We further reviewed the customer's account and identified that the contact number associated with their account was similar but not identical to the contact number provided on the complaint. Unfortunately the number did not have any personalized greeting to indicate it was incorrect when we initially attempted to reach the customer.  However, we were able to successfully make contact with our customer on July 15th regarding their complaint. We confirmed that the issue has been fully resolved and also re-assured our customer that no account specific information was provided in the voice mail messages we had left in our previous attempts to make contact. Sincerely,[redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

August 19, 2016
 
Revdex.com complaint # [redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding the internet and email service.  Due to the concerns that the client brought to your attention, we reached out to the customer directly.
 
Thanks to a joint effort between us and the customer we have performed the necessary repairs to the customer’s services.  At this moment the customer is aware of the repairs made.  We will continue to work together with the customer towards a satisfactory resolution. The client has our contact information should he 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

When the technician came to my apartment is was to install a new cable box since the old one was not working.  I asked the technician then to check the broken connection in my bedroom & he removed the wall plate and said there were no broken wires that he could see  but he made no attempt to check & see what the problem was nor to schedule a time to return and repair it.

I have never been treated so poorly by a business before we have had service 23 days and still hasn't been fixed. 4 technicians have come out and it's 1 excuse after another now I have to wait again for tech no 5 I have sucky sucky service and Internet services sucks as well house needs to be re wired and it took 3 techs to tell us after 5 phone call they said they where having a tech comeback to fix situation and yet he was told 1 line I specifically mentioned house needed rewiring. We will never refer anyone I have no faith in service I don't know who they are hiring for techs but absolutely have no idea what they are doing if it takes 5 visits. 7 Phone calls a visit to the store to stand an hour in line and only having slim sucky service for a total of 23 days and it is still not resolved