Cox Communications, Inc.

December 26, 2014

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[redacted] complaint #   [redacted]-- [redacted]
 

We were sorry to hear of the confusion that the customer has experienced with her billing.  Due to the situation, we have made direct contact with the subscriber and we are working directly with her to resolve the situation at hand.  We will continue to work with her and resolve this billing problem.
 

We always appreciate the opportunity to assist a customer, so we thank you for forwarding the information to us.
 

[redacted]/Cox Communication’s Executive Offices/ Arizona

Revdex.com Case #[redacted]

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We are sorry to hear our business customer has been experiencing technical issues with the Internet service. Due to this being a business account, we have notified our Cox Business team to reached out to the customer directly to schedule a visit to address the concerns listed in the complaint.
 

Thank you for your time and consideration.
 

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Acct Nbr        [redacted]

[redacted] Revdex.com Complaint#[redacted] Good Morning Mr. [redacted]s, This letter is in response to the above-referenced complaint that you filed September 30,...

16, regarding the Early Termination Fees in the amount of $4180.59. We have reviewed all documents and contracts that have been submitted and we have issued the credit for the Early Termination Fees.  There was no supporting documents that indicated that this current balance had belonged to you, just the fact that it was created under your business name.  On 9/30/16 when you did call in,  you were recently added to the account only to gain access since it was your business name.  Knowing that you were just added for the 1st time, supports your main concern that your signature may have been forged.  Unfortunately Cox has no bearing to file those types of charges, so that would have to be something you would need to pursue if necessary, outside of Cox. In conclusion, Cox Acct[redacted]1 has been cleared of the $4180.59 in dispute.  If there is anything else we need to address that may be case related, please feel free to reply to the email.  Other than that, thank you so much for still being a continued loyal customer with Cox Communications. . We thank you for your continued patronage and look forward to providing you with exceptional customer experiences for  the future.

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 tried to call the local cox business office several times. Each time I was promised a call back and nobody has bothered calling in.

Regards,

Revdex.com #[redacted]

We have worked directly with this customer on his complaint. While we are sorry the customer is not happy with the answer we provided we do not have the support for the credit he is requesting.

Thank you for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. It is certainly not our intention to cause any frustration.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 [redacted] ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding his service and recent experience with our...

Customer Care Center. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of this complaint we see that this customer is already working with us via an escalation they sent to our Corporate Care Department. Our Corporate Care Department has advised us they will reach back out to Mr. Cole today to address any remaining concerns. We are confident that we will reach an amicable 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 [redacted] Thank You. Executive Escalations Cox Communications

I have reviewed the response made by the business in reference to complaint ID 10695988, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

1) To the best of my knowledge, the Email below is the last one I have received from anyone at the Revdex.com.  If anyone has tried to contact me, please have them resend whatever was sent after this Email.2) As of today, the issue still exists, so I do not believe it has been resolved as of yet.3) While this does not need to be shared with Cox Communications, I have a two week vacation planned for August and will have very limited access to Email and no access to my computer between 04AUG and 15AUG. Therefore, if a solution occurs during those days, I will be unable to verify the solution until 16AUG or later.  So, I would appreciate it if the case is not resolved before 04AUG that I be granted an extension to check out the solution until after 15AUG.

Regards,

J[redacted]

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by their internet 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

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

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May 22, 2014

 

We would like to thank the consumer for taking the time to file his concerns regarding his monthly rate for his Cox services.  Please let me begin with an apology for the problems he encountered while working with our agents. 

 

Research of the account tells us that prior to February 4, 2014 our customer had a grandfathered bundle package on his account; providing him with a discounted rate of $171.37 (with tax).  This bundled package had expired and was no longer available to customers and was not available for Cox agents to add to a customer’s account.  It is also important to note that while the bundle provided a monthly discount, the rates were not price locked and were subject to change.

 

Cox had a rate increase in February 2014 and the customer’s monthly rate increased to $189.03 (with tax).  The customer called Cox on February 4, 2014 to discuss reducing his bill.  Cox downgraded his cable service which eliminated the grandfathered bundle from his account.  Once removed, Cox was unable to add the grandfathered bundle back onto his account.

 

On February 7, the customer called back in stating that many of his favorite channels were missing from the new cable package and asked to restore the service back to where it was. Cox restored the cable package back onto the account; however, Cox was unable to add the grandfathered bundled discount code on the account because it was expired and no longer available; however, Cox restored service with the rate of $187.00 plus tax.

 

·         March 13, 2014 – the customer contacted Cox regarding the higher rate and the changes made to his account. The representative filed a ticket to see if the grandfathered bundle code could be restored along with his old rate. She advised there was no guarantee but in the interim, credited Mr. [redacted] account for the difference of $65.43.

·         April 21, 2014 – the customer called Cox to follow up on the rate discrepancy.  The representative apologized that there was no resolution at that time and provided a credit to the account for the difference of $79.07.

·         April 24, 2014 -- customer called Cox and disconnected his cable service.  He advised the agent that he no longer wanted to wait for Cox to restore the grandfathered bundle and just wanted to disconnect the cable service.

·         April 25, 2014 – Cox called the customer back to provide an update.  The customer told her that he no longer wanted the cable service and had disconnected the service.

 

We regret the delay that occurred while awaiting the resolution of the billing dispute.  The consumer was credited the difference in the monthly rates for two months.  Cox hopes to regain his confidence in our organization.  He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us and that we appreciate him.  For future assistance with any other issues that may arise, he may call our Customer Care Center at ###-###-####.  Our Technical Support Department is available for our customers 24 hours a day, seven days a week.  Thank you.

 

[redacted], Office of the General Manager

Executive Customer Resolutions Specialist

Cox Communications

March 10, 2014

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

This is in response to the complaint that was filed by our customer regarding the status of her refund check.  It is always our goal to provide our customers with exemplary customer service.  We would like to take this opportunity to apologize to our customer for the difficulties she encountered in her attempts to determine the status of her refund check. 

Our representatives are trained to advise our customers that they will receive any remaining credit balance on their account within 4 to 6 weeks after closing their account.   

After completing the review of the account, it was found that the account was opened in the name of her daughter.  When the refund check was issued, we believe that it was delivered to the correct address but that the postman did not recognize the name as belonging to that apartment complex.   We have added our customer’s name as in care of on the account record.  A new check will be issued on 3-14-14 and should be to our customer no later than 3-21-14.  She has my name a contact number if it does not arrive as anticipated.

As a customer service oriented company, we know that our success largely depends on customer perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that our customer encountered.  Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

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.Upon receipt of this...

complaint we were able to make contact with our customer on 9/7/15. During this call we were able to discuss our customer’s concern regarding her Cox PIN and the refund owed for her former Cox account. We appreciate our customer voicing her concerns regarding the Cox PIN on her bill and we genuinely take this type of feedback very seriously to improve our business and the customer experience. Additionally, we were able to confirm with our customer that her refund check will be mailing on 9/8/15 and we have set up a follow-up call for ten days from now to ensure she has received it.  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

February 18, 2014

 

We would like to thank the consumer for taking the time to file his concerns regarding the misapplied payment for his Cox account. Allow me to apologize for the challenges...

our customer had while working to resolve his missing payment. When this type of issue occurs, we certainly want to make the process as simple as possible for our customers as this often can become a lengthy detailed process. 

 

For a misapplied payment, Cox requires the customer to provide us with the proof of payment. 

 

On January 31, 2014 we received the proof of payment from the customer. On February 4, 2014 with the information provided on the receipt, we were able to investigate and research where the error occurred, correctly credit and debit the appropriate accounts. 

 

Our investigation determined that the customer had submitted his payment with the incorrect Cox account number. Therefore, the payment applied to the account number that had been provided and was not posted to his account. The customer disconnected his services on January 28, 2014. After the misapplied payment of $120.00 posted to his account on February 4, it left the final balance due of $226.91 for services rendered through January 27, 2014. In addition, a charge for unreturned Cox equipment has been assessed for the telephone modem, serial  #[redacted], in the amount of $100. The total remaining balance due on the account is $326.91. He may return the modem to any one of our Cox Retail Stores and the account will be credited the $100 unreturned equipment charge.

 

We sincerely regret that he experienced the difficulty with the misapplied payment and we hope that we are able to regain his confidence in our organization. If he should need any further information or assistance, he may contact our Customer Care Center at ###-###-####. Thank you.

 

[redacted] 

Executive Resolutions Specialist

Office of the General Manager

Revdex.com complaint # [redacted]
We were sorry to hear...

of the difficulty experienced regarding the account assumption.   While it is never our intention to cause distress for any of our subscribers, we truly apologize for the inconvenience that the customer experienced during the transitioning of accounts.  While we are unable to change the name on the check for the $11.51 refund, we have added a $20.00 courtesy credit to the new account for the inconvenience that the client experienced.  Our company is unable to process a refund check in any other name than the subscriber. 
We apologize again for the difficulty that the family of the accountholder experienced.  Our goal is to treat all of our customers fairly and honestly and we hope that we will regain their faith in our company.
We hope this information has been helpful to the Revdex.com.  Thank you.
Catherine/ 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 your former Cox account.  It appears that the complaint may have already been submitted prior to our discussion on January 18, 2016.
Per our discussion, Cox has disconnected your account effective December 5, 2015.  All charges (minus the on demand movies) have been credited.  You have agreed to pay the remaining balance of $41.65 which is due by February 18, 2016.  In order to avoid further collection activity, please submit payment by this date.
Again, we apologize for any frustration we have caused you.  I am available for any additional questions and/or concerns you may have regarding your former account.  My office hours are 8:30am to 5:00pm.
Respectfully,
Sylvia L. D[redacted]
Executive Office of the Regional Manager
Cox Communications, California

We would like to thank the customer for taking the time to file their concerns regarding their recent payment arrangement.  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, we did attempt to reach them at the telephone number they provided to us ([redacted]) on 3/22/16 and 3/25/16 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 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

We would like to thank the customer for taking the time to file his concerns regarding his account billing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.When speaking with our customer on...

1/08/15, we were able to determine that both of his Cox accounts had already been corrected to show the correct monthly rate for what was originally ordered. We explained this to Mr. [redacted] to ensure he was advised of his correct monthly rate. Additionally, as a result of this inconvenience we did adjust his most recent bill for both of his accounts to reflect the correct monthly rate for the promotion that was ordered. Once Mr. [redacted] was advised his account had been corrected he no longer wished to disconnect any of his Cox services.  It is our genuine desire to continue a positive relationship with Mr. [redacted] and we sincerely hope that as a result of this resolution that he will continue to be a customer of ours for many years to come.  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 6[redacted]Thank you. [redacted]Executive ResolutionsCox 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.We have contacted the customer directly to address their concerns and provide a satisfactory resolution.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 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.On June 3rd Cox called me to respond to my complaint I was told they would give me the service we discussed for $170 for two months and then it would go up to $198 per month that number never came up before. On April 27th their original price was $170 per month for 1 year, Cox should honer that price. I feel I'm being treated very unfairly. Regards,[redacted]

I am not sure which location the service is sent from.

Basically, I had to have a technician come out to fix the error on my contour system. When the statement came this month there was a service charge for $75. I objected to the charge since the serviceman did not say there was a charge. I pay a monthly fee for their service plan. I called the service desk and was treated rudely. The consumer advocate was rude and said the technicians are not aware of what services are chargeable. Who else would know, I ask?

I feel that any company that comes out to service their product should be up front and knowledgeable about any fees that will be charged (at the last that a charge will occur). All other companies I deal with tell me the charge before the work is done.

I have been with cox for over twenty years and feel that they have met a new low in customer service.

Any refrigerator repairaman, electrician, contractor, etc, etc. would give an estimate before work is done.

It saddens me to think the company has grown to large to follow simple common courtesies.