Cox Communications, Inc.

March 5, 2014
 

Better Business...

Bureau Complaint - Case #[redacted] - [redacted]
 

We would like to thank the customer’s for taking the time to file his and her concerns regarding a reporting error on their account.   Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause them any frustrations.
 

1.      The customers disconnected service on December 28, 2013.  On January 7, 2014 the billing system erroneously added a replacement charge for what it recognized as an unreturned modem.  Further research after the customer contacted the company determined that the customer had purchased the modem.  However, not before the company turned the debt over to a local collection company on February 6.  The company notified the collection company on February 12 to close this file as it was reported in error.

2.      As of that date all collection activities would cease.  I can assure the customer that this has not been reported to the credit agencies.
 

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 they have experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank you.
 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

September 1, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the trouble the customer experienced with our company.  Due to the billing concerns that the customer brought to your attention, we contacted him directly to assist him with the...

questions regarding his refund.  The client has our direct contact information; we will continue to work with him and ensure his account statement and bill is correct. As always, we appreciate the opportunity to assist a customer.  Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]

While it is true, I am now aware of what is going on (I was called today at 10:43 am), why did it take a Revdex.com complaint for Cox to do its job properly.  No where in their response do they take any responsibility for their errors, the time it took to get this finally addressed, the time I wasted, just to get proper service.  This response is basically "Ok now that you told on us, we are going to do our job".  I still don't have the credits promised for the router and I may be going several more weeks while waiting for the service that I pay for to work properly.  
 
Today's call was the first time that Cox reached out to me, even though during several previous conversation I was told I would be kept in the loop and followed up with.  A credit for less then 1.5 months of service for service that by the time this finishes will not have worked for 4-5 months is not acceptable.  On top of your other broken promises.  If Revdex.com would like copies of the chats, I have them.

We would like to thank the customer for taking the time to file their additional concerns regarding their Cox account. We regret any inconvenience this situation has caused. Upon receipt of this updated complaint, we made contact with our customer on 6/25/15. In speaking to our customer he advised us the reason for the rebuttal was due to waiting for e-mail confirmation of the items we had discussed regarding his account. We confirmed that he has since received this confirmation and has now considered the issue resolved. We appreciate our customer’s patience and understanding and look forward to remaining their service provider for many years to come. Thank you.[redacted]Executive EscalationsCox Communications

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by not being fully informed on pricing and services. We have attempted to contact the customer directly by telephone and email. The account has been corrected to the advertised bundle that starts at...

$139.99. That bundle pricing does provide a certain level of service. There are exclusion like additional equipment and channels, as well as taxes and fees. Once we have made contact with the customer, we can review the account in detail and come to a successful resolution.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We were sorry to hear of the confusion that our customer recently experienced with his account and billing.  We appreciate the opportunity that the Revdex.com and the subscriber have given to us to make the necessary corrections to the account.   Because of the complaint filed with...

the Revdex.com, a thorough review has been completed on the account and the situation at hand.  Our records indicate that the service call and the outlet installation charge have been removed from the customer’s billing.  The subscriber’s concerns were forwarded to our Digital Store Manage for review.  Our Store Supervisor has followed up directly with our stores agent and assured us that the customer’s requests have been accommodated appropriately.   The customer may now check his billing on line or with our Customer Service Department for verification of the credits applied to the July and December one time charges.   We sincerely apologize for the inconvenience that our subscriber experienced with our company.  It is never our intention to cause problems for any of our valued customers, so we thank you again for the opportunity to make things right.  [redacted]/Office of the General Manager/Cox Communications Executive Offices/ Arizona

January 22, 2014

 

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

 

We appreciate it when our customers let us know that we have not met their expectations. It 

 

is always our goal at...

Cox Communications to provide our customers with exemplary customer 

 

service. It is evident from this complaint that we have not provided the appropriate level of 

 

service for our customer. We would like to take the time to apologize for the inconvenience that 

 

our customer experienced in his attempts to resolve the level of service and monthly charges for 

 

his account. 

 

Our Customer Loyalty Team is currently working on this account to provide our customer with 

 

the level of service and at the price expected. They are putting together an upgrade that will 

 

include all of the premium channels, our Contour video and Essential telephone service. It is 

 

expected they will have the proposal to this office before the end of this week and our customer 

 

will be contacted directly to share the final details. Our goal is to provide him with the level 

 

of service that he expected and at the price he was quoted for a 12 month period. In order to

 

accomplish this, manual credits will need to be applied to the account each month. It is this final

 

part that has been the most difficult to finalize. Once everything is finalized we will apply a one

 

month credit to the account in recognition of the significant delay in getting this issue resolved.

 

We want our customer to know that we value him and appreciate his business. We know that 

 

this apology does not make up for the difficulties that they went through, but we do apologize 

 

again for the negative experience that they encountered in attempting to resolve this matter. We

 

truly thank him for the patience that he has exhibited while we worked toward providing the 

 

appropriate solution to his concerns. Our Customer Care Center can be reached [redacted].

 

Thank you. 

 

 

Executive Resolutions 

 

Office of the General Manager

 

Cox Communications/Arizona

I have been contacting COX Communications for the past couple days now. I have been looking to lower my bill from $190/month to something more reasonable, since our family can't afford their expensive service. I told them each time that I am WILLING to pay their "cancellation fee". ($70, because I have only 7 months left on the "contract".)

The first time I called, June 20 at 1:53pm, I spoke to a gentleman who was rude and tried to keep me in the "contract" and didn't give me any options to lower the cost on it. He told me that I would be paying for just internet at roughly $80/month. That would include taxes and renting the modem/router combo they offer. I did not take the offer but told him I would be looking elsewhere for other internet providers in my area.

The second time I called, June 22 at 10:55am, I spoke to a lady, who spoke to me about keeping my "contract" but lowering the services down to $135/month. She was very nice and helpful with her service.

The third time I called was today, June 25 at 11:22am. Today's experience with this company was horrible! It was so horrible, I ended the conversation with the regular employee (Jose) crying, hysterically, asking and demanding that I speak to his manager.

This employee talked to me for 20 minutes about keeping my "contract" and lowering my bill to $115/month, even after I told him I don't want the cable or TV and that I would pay the cancellation fee. He then had the NERVE to tell me that what was offered to me by the first guy a couple days ago wasn't what he could offer and that the "notes" weren't taken correctly in depth about what was offered to me previously. I told him that my father has COX Communications and that HE even called and asked how much internet (50mbps) and emergency use phone would be and they quoted him about $71/month. This employee (Jose) told me that he can't offer me that same offer. Then started asking, very rudely, if he was a new customer or existing. I explained he has had them for about 20 years or so. Jose was so rude in our conversation. His tone was condescending and disdainful. You could tell he was getting irritated that I wanted to completely drop my cable service to lower my bill. He kept TRYING to tell me it would be cheaper to keep the service I have and take his deal.

After finally talking to the manager/supervisor (Ben), things got better. He offered me a better deal and I was able to keep the bundle (nothing fancy, of course) and not have to pay the cancellation fee. He was a lot more kind and considerate to my situation.

I hope COX realizes how completely upsetting their customer service can be. Quit pushing your employees to sell. Stop pushing customers to the point where they break down into tears, demanding a manager. It's so embarrassing for, not only ME, your CUSTOMER, but the business and employees.

I received an email from an agent by the name of Thomas that sent me one email accusing me of being a liar and never contacted me back after sending him an email with a detailed account of every service request and fees/credits applied to my bill. He never responded and just emailed back in regards to the complaint to Revdex.com. There was still no resolution or any options offered to resolve the issue.

I have a customer of Cox Communications for about 10 years for internet and cable TV. I am in AZ for about 3 or 4 months and return to MN every year in early April. I called as I usually do in March to put my service on seasonal. However, I continue to get charged by Cox for full service. They will not reverse those erroneous charges. This is a major rip off

We were sorry to hear of the challenges that a customer faced during recent installation of cable service.  Due to the difficulty that the subscriber did experience, we have contacted him directly to rectify the billing of the cable service.  Because the customer did disconnect service...

within 30 days of connection, the fees were removed from his account. We hope this information has been helpful, thank you for the opportunity to address the concerns from the customer. Sincerely, [redacted]/ Office of the General Manager/Cox Communications Executive Offices/ Arizona

September 13, 2014 [redacted] Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file his concerns regarding the billing of his account.  Please let me begin with an apology for any inconvenience he...

experienced.  We certainly do not want to cause him any frustrations. The customer agreed to a 24-month price lock guarantee (PLG) that would expire on June 27, 2016.  It also carried a $240.00 early termination fee (ETF) that would decrease each month. The bill the customer received for $448.38 included installation charges of $61.41, $89.07 in prorated service charges for internet and cable, $178.20 in charges that transferred from his previous account plus regular service charges of $108.49 for cable and internet plus $2.83 tax and an $8.38 late fee.  The customer was not charged for a modem. Since payment was not received for the $448.38 balance it was added to the next month’s bill of  $108.49 in monthly service charges, $2.83 tax, a $30.00 credit and an $8.38 late fee for a total due of $538.08. The account was disconnected for non-pay on August 18.  The final balance consists of $226.18 ETF, $241.00 for an unreturned HD/DVR and $404.59 in unpaid service charges.  Once the customer returns the HD/DVR the charge for that would be reversed.  The total balance owed is $871.77.  The installation charges have been credited leaving a final balance due of $810.36. 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] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

We are sorry to hear our customer was negatively impacted by the pricing concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and consideration. [redacted]...

**Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

The Cox business services in Surprise AZ is terrible. I have no internet for 5 days and no phone for 5 days and of course no repair service or effort made by them to remedy the situation even though I have communicated several times that as a small business I need my internet to charge credit cards and a phone that answers and says to my clients calling -- "this number is no longer in service". I have lost over $1242. in lost sales over the 5 days because my clients couldn't charge to buy my products. I had two customers go elsewhere because they thought I went out of business. I finally reach out to someone in Las Vegas customer service and they make an appointment for someone to come by and fix my problems.. but of course the technician did not show up. My window was 1 - 3PM and they at 4:15 have not called or come by. When I called them I was told.. they will be there when they get there.. what kind of service is that?? I pay for business level services and am told we are always here to support your needs when in fact.. they lie. They are never there to help. I've had to request fixes to my terrible services 4 x in less than a year and each time they say it's my problem until I go over the technician's head and they of course admit it's not my problem. I don't believe there are a lot of choices for internet services in this area but it's terrible that they charge so much money and disregard the quality and reliability of services I am paying for. Frustrating and disappoint and now my small business has been significantly injured monetarily. Oh but they gave me a $2.03 credit for my internet and phone not working. Shameful!!

[redacted]  [redacted]

I have reviewed the response made by the business in reference to complaint ID 11504345, 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.
Llamada a COX 6/10/16
Aquí les hago llegar los último minutos de lo que arregle con el supervisor Roger departamento de facturación de Cox comunication y él mismo me confirma que mi próximo pago es del monto que se acordó anteriormente con Cecilia (fecha 5/12 autorización del pago #[redacted]Gracias por su atención.
Atn: [redacted]

Revdex.com Translation:
Here is the latest information about the settlement with the supervisor Roger in the billing department of Cox Communication and at the same time verify that my next payment will be of the amount that it was agreed previously with Cecilia date 5/12 authorizing the payment #[redacted]

Regards,

We were sorry to hear that the customer was not satisfied with our first response to the Revdex.com.  As we stated in our previous reply, we don’t have any notations on the customer’s account that indicate we agreed to a free install/upgrade of cable and Internet service. While we attempted to listen to the conversation between our agent and the customer, the file was no longer available, so we were unable to hear the call.  We were also advised if the normal and customary install and service order fees were to be waived, a notation would have been included on the work order, as well as the account.  Because we have no support to waive the disputed $120.00 charges, these charges will not be removed from the customer’s bill.

 

Late fees are assessed if we do not receive the payment due by the scheduled due date.  Our monthly statement clearly states that if a customer has a billing question or dispute, the best course of action is to call us as soon as possible so we can address and rectify the concerns. 

 

The customer states that she is not receiving the channels that she wants.  Our records confirm that the customer is currently subscribing to the Starter level of cable.    Our Billing Department noted on September 11, 2014, that the customer hung up after requesting to speak to a Supervisor  We urge the client to contact us at her convenience and allow one of our knowledgeable agents to review her account with her.  We can be reached by phone at [redacted]Call: [redacted], or via our website at [redacted].   We also offer Live Chat as well as email correspondence.  Our agents are trained to assist our customers to find the best packages for our clients.  Our Technical Support Team is available 24 hours a day, seven days a week, and 365 days of the year.  This group is trained to address service issues, outages, and technical problems with any of our products, and can also be reached at [redacted]Call: [redacted].

 

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

 

[redacted]/Office of the General Manager/ Cox 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,

We apologize for the difficulty the customer has experienced regarding her concerns.  When Home Owner Associations contract with Cox to provide bulk community services to their HOA residents the question of credits, compensation, and adjustments are relayed by the HOA to Cox Communications as...

billing and service agreements are maintained between the HOA and Cox. 

We show no record of any communication from the HOA regarding the customer's request for reimbursement.  If after thorough review of the customer's complaint any credits/refunds due would be provided to the HOA and left to their discretion to reimburse their resident. Thank you for your time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

We are truly sorry to hear our customer still has additional concerns regarding her Cox account. We take the concerns of our customers very seriously and we appreciate our customer’s patience throughout this situation. In reference to the concerns brought forth in the most recent rebuttal, we were able to speak with our customer on 4/09/15. When speaking to our customer, we explained that we completed a full research of her account in addition to listening to the calls she had with our Customer Care Center on 1/20/15 and 1/26/15. We explained to our customer that the quote of roughly $95.51 she was given was a quote for her Internet and telephone services. However, on 1/26/15 our customer contacted our Customer Care Center again and ordered our cable services. We were able to confirm that our customer was advised of the additional costs that adding this service would incur.While we absolutely understand our customer’s frustration, we must explain that we have done our due diligence in researching their concerns and we must inform them that the existing rate for their service is correct. We are unable to provide them with the monthly rate of $95.51 for their cable, Internet, and telephone service as this quote was only intended to be the pricing for their Internet and telephone services.We appreciate our customer’s patience and understanding. Thank you. 

[redacted]Executive EscalationsCox 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.

The Executive that responded acted like a 1st year Customer Service Representative.   As I have held Executive positions, I would not have acted so insulting as to the way this individual acted.  I have spent many hours trying to convince Cox to take action on the issues.  They could give me 3 months of credit and it would not financially reinburse me for my time lost dealing with them.

 

His actions of providing 1 month credit and thinking this would go away is utterly revolting.  Not only do they not handle the issue, they insult me by the way he answered this complaint as the case was insignificant (even after I informed them I was going to charge them negligence.

 

I have been in contact with their company, spoke to many supervisors, spending hours on hours with this company only to be insulted.

 

On top of everything else, the individual stated they issued (past tense) a credit, however I have viewed my account and no credit was issued, so which means to me, he is a liar on top of a lazy and misleading individual not to be trusted.

 

If you need more clarification or have any other questions, please feel free to contact me.

Regards,