Cox Communications, Inc.

We would like to thank the customer for taking the time to file his concerns regarding his service outage.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.We contacted the customer and resolved the...

outage of his services. We had a technician come out to his address and fix the services on 8/07/2014. We have also credited the customer’s account for the days his service was out and for his inconvenience. The customer has accepted our 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Call: ###-###-####.Thank You[redacted]Executive ResolutionsCox Communications

We want to thank our customer for taking time from her busy day to let us know about her concerns regarding the early termination fee associated with his contract.  It is always our goal at Cox Communications to provide our customers with exemplary customer service.  Unfortunately, it does...

not appear that we were successful in this effort in meeting her expectations.  We would like to apologize for the inconvenience that this issue has caused her. Upon receipt of the complaint, her account was completely researched.  Our records indicate that our customer accepted a Price Lock Guarantee on 8-03-13 when she initially called in on 7-31-13 to get service.  Our records show that she was also notified of the Early Termination in the first bill that she received that was issued on 8-03-13.  Our first billing statements are always issued at the time the service is started, not 30 days later.  The reason that the ETF was so high is that our customer received deeply discounted rates which she enjoyed for the time she had our service. The portion of the Early Termination Fee that has not been credited at this time is $49.13.  A credit in that amount has been applied to the account and a refund check will be generated in approximately 3 to 4 weeks.  We would like to recommend that our customer contact our Customer Care Center and update her mailing address.  If not, the check may not be forwarded. We want our customer to know that we appreciated her loyalty, and apologize for the poor customer experience that she encountered.  If our customer has any additional questions or concerns, she can contact our Customer Care Team at ###-###-####Call: ###-###-####. Thank you. Sincerely,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the [redacted] regarding his recent experience.   We sincerely regret the inconvenience that he experienced with our company.

/>

Upon receipt of this complaint, we performed a complete review of our customer’s account and corrected the billing.  We spoke with our customer and apologized for the inconvenience this has caused.

We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue.

 

Sincerely,

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

We would like to thank the customer for taking the time to file his concerns regarding his recent damage claim.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.

Upon receiving this...

complaint we worked directly with our Damage Claims department and our customer to further research Mr. [redacted]’s concerns. After our research was completed we were able to come to an agreement on a settlement for the damages brought to our attention by Mr. [redacted]. We are confident the issue at hand has been resolved.

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 623-594-1000.

Thank You.

GeorgeExecutive ResolutionsCox Communications

Revdex.com #[redacted]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 Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the consumer for taking the time to file his concerns regarding the monthly rate on his Cox account.  Please let me begin with an apology for challenges that he has had in resolving his concerns.  We take great pride on providing top-notch customer service to our customers and we hope that this information will provide him with the facts that he is seeking. 

 

I have reviewed the customers’ account and the response dated July 14, 2014 and have decided, as a gesture of goodwill, to apply a one-time credit in the amount of $17.50 to this account.  This amount is the difference between the $31.50 and $28.00 ending on November 11, 2014 which is when the special rate expires.

 

For future assistance with any other issues that may arise, he may call our Customer Care Center at [redacted]. Thank you.

 

Executive Resolutions Specialist

Office of the General Manager

We would like to thank the customer for taking the time to file her concerns regarding her billing and service issue. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.The customer is upset because a...

miscommunication error occurred regarding her monthly rate and service levels. The customer cancelled her disconnect order and her new install order with another provider because of the error. I called the customer and offered to credit her account the difference in pricing for the disputed amounts for one month. I also offered to upgrade her services back to her previous levels. The customer accepted the resolution. The customer’s credit will show on her new bill as of 07/25/2014.   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 ###-###-####Call: ###-###-####.Thank You[redacted]Executive ResolutionsCox Communications

January 6, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding their account payment concerns.  We know from time to time that our customers experience financial hardships that may make it challenging to pay their balance due.  As a consideration we make partial and or delayed payment arrangements with qualifying customers.  We apologize that the customer believes the arrangement she made was not honored.

On December 13th the customer was contacted by our Collections department regarding her outstanding balance and upcoming service interruption.  She was offered a payment plan that required the customer to make a $90 payment and contact the Collections department once that payment was made in order for a and extension of service interruption to be pushed out until December 20th at which time $77.05 as a minimum balance would be do.  The account notes indicated that the customer stated that she would “try” to make the $90 payment.  Our records do reflect that a $90 payment was made online that day however we do not have record of the customer contacting the Collections department to setup the extension until December 20th.  Consequentially the customer’s services were interrupted on December 16th. The customer contacted the Billing department who reactivated the customer’s services up to December 20th at which time a payment of $77.05 would be due no later than end of business.  Regrettably we show that a payment was not received until the services were once again interrupted for non-payment at 7:21pm on December 20th.  The customer did satisfy the past due approximately an hour later at which time services were restored.

We are sorry the customer was confused on the parameters of the offer provided to her.  These payment arrangements are offered as a courtesy to our valued customers and we make every effort to assist our customers in this way whenever possible.  Accounts interrupted for non-payment cannot be modified until the account is reactivated by a payment.  To cancel cable services we ask that the customer contact us at [redacted]. 

We have removed the December 16th reactivation fee of $20.00 as well as the December late fee of $8.00 the customer will see these adjustments as credits on her next monthly statement. Thank you for your time and consideration. 

Respectfully,

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.

Thank You for responding.  It is interesting to me that Cox only has

record of the information which is beneficial to them.  However does not have any record of

information useful to the point which I am making.  It is very true that I stated I would “try”

to make that payment.  I stated it this

way because I did not have the funds and I had to borrow them.  I however DID call in immediately after

making the payment. And cox conveniently has NO RECORD of this call.  I was NEVER told to make additional arrangements

of any sorts.  And if this were the case

then the CSA I spoke with at the time of calling in to report the payment

should have connected ,me to the appropriate department and/or set-up the

arrangements at that time. 

 

In the response to my complaint Cox

mentions that My service was interrupted again. 

As if to imply some inability to pay or irresponsibility on my part thus

attempting to shifting the responsibility of this entire ordeal onto me.  However This was merely due to me getting

home late and I had that DAY to pay it. 

I was not given an HOUR to pay it by…my services were disconnected just

prior to midnight and though I had at least an hour to pay it as I went to do

so the services were disconnected.   My

services were disconnected prior to my deadline to pay.  As I called in to pay conveniently the number

I’d been using to make payments was unavailable.  Turned off it seemed.  Just with a statement that that the office

was CLOSED. Even the Automated System was unavailable.  I had to call a few

different numbers and or direct myself to to a different department to get

connected finally to someone.  Prior to

this I was told that the number I am used to calling was a 24 hour number as it

is the number used for service interruptions also.  However im sure COX will have NO RECORD of

this.  The majority of the HOUR which was

taken to pay my bill/restore my service was spent ATTEMPTING to get in touch

with their office.  And it was still

prior to midnight which was still

BEFORE the disconnection date ended.

 

There was another time shortly there

after, (2-3 weeks) that my services were interrupted. This interruption was

quick, however it took me 28minutes to log back into work Id expressed to cox at

the beginning of acquiring service that it was important to Let me know of any interruptions

in service as I work from home in customer service and any interruptions in

service result as in an infraction upon my work record and ability to do my

job. Cox’s service interruption shenanigans have contributed to me losing my

job.

 

I was charged higher rates and

required to pay exorbitant deposits because I don’t have good credit.  But my credit is bad, not due to my inability

to pay but due to countless companies being permitted to charge me extra and

dump these huge disconnection fees upon me All the while being permitted to

provide inferior service at these higher rates. 

I can no long afford to just accept these fees nor incur these charges

without them being held accountable.  Now

that I am no longer employed I fear the oncoming disconnection fees and other

fees which will be tossed upon me as well as, god forbid, should I ever be able

to AFFORD to get service with COX in the future,  I fear I will be treated with disrespect and

given even HIGHER fees , deposits and requirements. 

All that I ask is, given all the turbulence and emotional distress, which I have experienced

in dealing with this company,  that this

company not further contribute to my poor credit and absolve me of any early

disconnection fees and charges leaving me only to pay the final bill without

any extra fees.  This is the ONLY way

that I may be able take are of the payment in a timely manner and/or hope to

have any sort of cable service in the future.

Regards,

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file her concerns regarding their account.  It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns.  After a detailed conversation...

with the customer, we have satisfactorily addressed all of her billing concerns.  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 ###-###-####. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I have been a Cox customer for 5+ years. My bill for the last 6 months went up by $43.65. After talking to the rep, my promotion ended for internet and the bill increased. I was understanding of that fact, but was not okay with the bill was not clear in that it was going to increase. It was not clear I was getting discount and all of a sudden it just increased out of the blue. I believe this was shady business and billing tactics. Shopping elsewhere and will let everyone I know about this experience including going on social media.

Cox hasn't done anything to resolve this issue.  The representative that called me didn't do anything but say the same thing the original representatives said " that's it's a contract and they can't let me out of it with out me paying the termination fee." Even after I explained that I have a email from the original representative that set up the service and it doesn't state it's a contract. He then stated he must have told me verbally because all of their representatives are required to do that. I advised him that the representative did not and its not in the email that was sent to me.  This issue is not resolved and I am going to start looking for other providers so I can cancel my services even if I have to pay the termination fee. I will never use cox services ever again and I will never refer anyone to cox.

It is always our goal to provide our customers with exemplary customer service.  We apologize that our customer felt the necessity to write to the [redacted] regarding his attempt to expunge negative credit information reported to the credit reporting agencies.  We...

sincerely regret the inconvenience that he experienced with our company.We have worked with our customer and were able to address his concerns to a successful resolution.We want our customer to know that we apologize for the inconvenience that he experienced with regard to this issue.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

December 16, 2015

Revdex.com rebuttal # [redacted]

We were sorry to hear that our customer was unsatisfied with our

response to your company.

Because we did not reach the client by phone on December 3, 2015,

we sent her an email directly on December 10, 2015, to explain that our sales

agent not only signed her up for the two year PLG (Price Lock Guarantee) but also

applied a temporary 12 month campaign to her account as well.  After one year, the temporary discount ended,

causing her bill to go up by approximately $30.00.  While the customer is unhappy that she is no

longer paying the lower rate as she did on the first year of service, we do not

have the option of reinstating the temporary campaign.  Our agents can only offer our customers what

our Corporate Marketing Department makes available to us.  Our Sales Agents do not have the option of

creating their own campaigns.  We also

advised the customer that the addition of a temporary discount on top of the PLG

is not the norm, so was given the absolute best prices possible for one entire

year. 
The consumer replied to our email on December 10, 2015, and

advised us that she disagrees with our findings and requests documentation to

support the rate change. Because we were

unable to reach the customer or leave a message for her today on her contact

number, we replied to her email and advised her that her May/June billing from

2013 detailed the PLG campaign details, and pointed out which services were

price protected.  While we are no longer

able to print her billing from over two years ago, the details for our PLG is

listed on our website.  The details can

be viewed at www.cox.com/arizona under

policies and Price Lock Guarantee Agreement, https://www.cox.com/aboutus/policies.html

We hope this information has been helpful to your office.  We urge the customer to contact our Customer

Service Department should she decide to make changes to her account.  Our friendly and helpful agents can be

reached at ###-###-####.  Thank you.

Catherine Cox Communications Executive Offices /Arizona

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

April 17, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the service call to her home in February 2014.  We sincerely appreciate that she conveyed her...

feelings regarding her family’s experience with one of our Field Technicians.  Whenever our customers feel that our service falls short of the mark of complete customer satisfaction, we need to know.  It is with our customer’s feedback that a process of improvement can begin.

It was most upsetting to receive a complaint detailing that our customer felt that our technician’s demeanor and actions were unprofessional.  We certainly do not wish for any of our customers to feel this way.  We take great pride on building a dependable and outstanding relationship with our customers, and we train our employees to uphold this position while working to resolve problems.  I hope this incident will not weaken that valued relationship that we would like to provide, and most importantly, what she should expect from our company.

The customer spoke with our Customer Service Representative, [redacted], on April 4, 2014 and she credited the service call charge on the account.  On Tuesday, April 8, the technician’s manager, [redacted], personally called the customer and spoke with her concerning this matter.  This has been appropriately addressed internally.  It is our hope that our customer will accept this apology for the way our service representative made her and her family feel.  

We sincerely regret that she experienced this problem and we hope that we are able to regain her confidence in our organization. She is a loyal Cox customer and we want her to know that her patronage and loyalty is important to us and we appreciate her.  For future assistance with any other issues that may arise, she may call our Customer Care Center at [redacted].  Our Technical Support Department is available for our customers 24 hours a day, seven days a week.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  I 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. 

No, this response does not do anything for me except state all of Cox's ways to take advantage of people. I suggest Cox let people know!! Instead of including the information in terms and conditions, have everything be transparent. Cox should have a paragraph in RED stating before you agree to sign up for this, please know that you are agreeing to a 2 year contract, and if you change any part of it during those two years, you will have to pay a hefty fee (and explain in detail what that fee will be) and if you break up your bundle, you will be paying double/triple for the same services just because you "broke up a bundle". It is all ridiculous. I don't know how Cox can get away with this. Maybe because they are not regulated, like they should be.

I want to know exactly what I need to do to cancel everything with Cox except the internet.

What will my monthly bill be with just the internet only?

What fees do I have to pay in order to cancel my home phone and cable?

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

class="MsoNormal">June 27, 2014

We would like to thank the consumer for taking the time to file his concerns regarding his Cox account.  Please let me begin with an apology for challenges that he has had in resolving this matter.  We take great pride on providing top-notch customer service to our customers and we certainly do not like to see our customers frustrated when they are seeking assistance. 

Research of the account tells us the following:

·         October 17, 2013 -- Cox completed a non-pay disconnect of his account on October 17, 2013.  At the time of disconnect, the customer had a balance of $185.33.

·         October 27, 2013 – the account was billed for unreturned equipment charge of $590.00. 

·         November 3, 2013 -- the account was assigned to [redacted].  (Accounts are placed with an agency prior to be written off in our system.

·         November 13, 2013 -- the consumer called our Customer Care Center to inquire if we received a fax, research was conducted and the fax had not been received.  The Assist Desk researched the account and did not find any indication that the customer had called in to put the service on a seasonal hold.

·         November 20, 2013 -- a supervisor called the customer back and advised that we did not receive notice that the account was to be on seasonal hold.  As a courtesy, a credit was provided for 60 days for the difference between the seasonal rate ($8.93/month) and his regular service charge ($73.71/month).  Total credit applied was $129.56.  The customer was then informed that he would need to pay a deposit to restore his service.  The customer went to the Cox Retail Store  paid the balance due for the deposit and reconnected his account. When the account was reconnected, our billing system automatically credited the unreturned equipment charge of $590.00.

On June 19, 2014, Cox submitted a request to [redacted] to remove the debt from the file as “turned in error.”  We have received confirmation from [redacted] that the deletion request was sent to the credit reporting agency on June 24, 2014.  Please note that it can take up to 90 days to fully reflect on the consumer’s credit report.

We apologize for the problems our customer faced and hope to regain his confidence in our organization.  We look forward to providing him with the excellent service that he deserves and should expect from our company.  If he should require further assistance, he may contact our Customer Care Center at [redacted].  Thank you.

Executive Resolutions Specialist

Office of the General Manager

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 27, 2014

Complaint ID# [redacted]

We continue to work with the customer to find an acceptable option for repair and to address her concerns. Scheduling conflicts make resolution harder to reach but we are confident we will be able to reach a reasonable solution to this matter for both parties involved. 

We apologize and regret the difficulty this has caused and wished we had been able to communicate with the customer prior to any work being performed on the property.  We make every effort to provide this courtesy to our customers and will continue to review our practices with our contractors to ensure implementation. 

Thank you for your time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona