Cox Communications, Inc.

July 29, 2014

font-family: Calibri;">Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that customer experienced with the billing and pricing of Cox services.  Due to the complaint filed with the Revdex.com office, a thorough review has been completed on the account.

Because of the misunderstanding surrounding the rates for services, our Billing Leadership Team applied credits today to the customer’s account to accommodate the promotional pricing for four months.   The credit applied today will cover the customer’s bundle code rate for March through June.   The subscriber was already given credit for the month of February.   The specifics of the credits applied were relayed directly to the customer via telephone.

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

[redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted]
 
We apologize for any frustration caused from our previous response. We reached out and spoke to our customer directly on 7/5/16 to assure him the credit had been applied. Per their request, we have mailed him a copy of this statement for their records. We also confirmed that the equipment and associated charges have been removed from their account. Should the customer have any additional questions or concerns, they are more than welcome to contact us directly.
 
We appreciate the opportunity that the Revdex.com has given to us to assist our customer. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We appreciate Ms. [redacted] taking the time to voice her additional concerns regarding her damage claim. Upon receipt of this rebuttal, both our Damage Claims and Legal Departments reviewed her additional concerns, and re-examined the details of the cable installation at Ms. [redacted]’s home. Notwithstanding, Ms. [redacted]’s belief that our technicians caused damage to her home; further research has shown that the installation was done properly. A Cox supervisor, along with Ms. [redacted], examined the work that was done and Ms. [redacted] assured him that the work was completed to her satisfaction. Cox cannot accept liability for any preexisting damage to Ms. [redacted]’s home After further careful consideration, Cox respectfully denies Ms. [redacted]’s claims.   Thank you. Executive EscalationsCox Communications

[redacted] Case #[redacted] We are sorry to hear our customer has been negatively impacted by work done in the customer’s area. We reached out to the customer directly by telephone to address the concerns listed in the complaint. We apologized to the customer for the experience and worked with...

the customer on a satisfactory resolution to the account balance.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

July 12, 2016—Revdex.com complaint # [redacted].—[redacted]

face="Calibri">We were sorry to hear of the confusion that the customer experienced regarding their account billing.  Due to the confusion that the client experienced, we reviewed their account in detail.
Our records confirm that due to the rejected payment, we charged the customer a $25.00 returned check fee.  Our records also confirm that the client was charged an $8.00 late fee.  Due to the compromised card situation that occurred to the subscriber, we have removed these fees as a one-time courtesy.
We hope this information has been helpful in closure to this complaint.  Thank you.
Catherine/Cox Communications Executive Office /Arizona

Revdex.com Case #[redacted]

"Helvetica",sans-serif; font-size: 10pt;"> We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution.
Thank you for your time and consideration. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

February 9, 2016
Revdex.com complaint # [redacted]

face="Times New Roman" size="3"> We were sorry to hear of the confusion that the customer experienced with his account and billing.
Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve.  The customer has our contact information and we will continue to work with him to ensure his billing is addressed appropriately.
As always, thank you for bringing this to our attention.

Catherine/ Cox Communications Executive Offices/ Arizona

I spoke to Jesse on 1/12/2016.  There does not seem to be a solution on Cox's part.  Jesse said he will pass along the info in regards to my account stating online that is has unlimited local calling, but verbally he tells me it has 30 minutes.  He also said that Vicky, a supervisor that I spoke with at Cox, who stated verbally that local means an 18 mile radius was incorrect.  So I do not know who is correct since I can not verify anything online.  It seems Cox is presenting themselves falsely.  I am including the screenshot of my account services.  It states my name at the top, because I logged in with my cox email and password.  My phone services are at the bottom of the page.  Well, I guess they are someone's phone services,and apparently not mine since I am told otherwise.

This is in response to the rebuttal that our customer filed regarding the term of his home security contract.  As previously stated in our initial response, we only offer 3 year contracts for our home security service.  We cannot change the term of the contract. 

The early termination fee associated with the early termination of this contract will be approximately $150.00.  This information is also clearly stated on the contract documentation.  As a courtesy to our customer, we will be willing to credit one half of that amount if our customer decides to end the contract early.

Again, we are sorry that this misunderstanding has occurred.  We sincerely regret that he encountered this poor customer experience, but unfortunately we are unable to change his contract.  Thank you.Regards,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

We would like to thank the consumer for taking the time to file her concerns regarding the overpayment on her Cox account.

'Times New Roman', serif;">  Please let me begin with an apology for challenges that she has had in resolving this matter.  We certainly do not want our customers to experience such frustrations while trying to amend an overpayment on their account. 

Upon receipt of the complaint from the Revdex.com on February 25, 2014, I began research of her account and found that the customer had erroneously been set up on our EasyPay on January 27, 2014.  Her January statement had printed, advising the customer not to send a payment because the payment would be processed on February 18, 2014.  However, the customer made a manual online payment on February 17 and then the automated payment processed on February 18, 2014 causing a duplicate payment. 

I confirmed with our [redacted] in our Account Services Department that we had completed a payment reversal on February 21 for the overpayment in the amount of $268.24.  On February 25th, [redacted] called and confirmed the $268.24 was credited to the customer’s Bank of America account on February 25, 2014.

Cox always strives to be a leader in customer service.  We certainly regret any inconvenience this has caused and were happy that we were able to reverse the funds back into the customer’s bank account.  I have applied a credit in the amount of $25 as a courtesy for the problem that occurred.  The customer will see this credit reflected on her next Cox statement.  Also to confirm that she is no longer enrolled in the EasyPay automated payment system.

It is our hope that the information we have provided will assist in the resolution of her request and regain her confidence in our organization. She has been a loyal Cox customer for over seven years 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 ###-###-####.  Thank you.

[redacted], Executive Resolutions Specialist

Office of the General Manager

Cox Communications

Revdex.com Case #[redacted] We are sorry to hear our customer had issues with billing and payments. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. Once we do, we will apologize for the experience...

and explain the account has been provided courtesy credits in December and April. The total credits cover the concerned amount in the requested resolution.  Thank you for your time and consideration. [redacted].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 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 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 account billing, we did attempt to reach them at the telephone number they provided to us 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 billing. Although we were unable to speak with our customer directly, in an effort to reach a resolution we have applied an adjustment to the account for the disputed installation fees. We would like to assured our customer their feedback regarding this situation will be addressed with our leadership team. 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

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 Revdex.com regarding the poor customer service he received trying to address a returned payment charge.  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.  We found he had a credit card on file but since the card number changed the payment declined.  Our records reflected this as a returned payment in error and charged him for a returned payment.  We contacted our customer to apologize for the poor experience surrounding this and have adjusted the charge.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and 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 15, 2015

size="3">

Revdex.com complaint # [redacted]

We apologize for our delayed response to your office

regarding the concerns that the customer brought to your attention.

We have been in touch with the customer directly, and he has

our contact information.  We are working

with him in regards to his refund request, and we will be updating him with

confirmation of his refund.

As always, we appreciate the opportunity to assist a

customer, so we thank you for bringing this to our attention.

Catherine/ Cox Communications Executive Offices/ Arizona

We are sorry for the difficulties the customer has experienced in trying to upgrade his services.  We will be happy set up a time convenient for the customer in which to complete this install.  Any online promotional offer must be redeemed via the online sales channel the customer...

found the promotion.  The customer may contact us at ###-###-#### to get his service order scheduled.  Thank you for your time and consideration. Respectfully, [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We were very sorry to hear that a former customer experienced problems with his service. Due to the concerns that were brought to your attention, we attempted to contact the customer directly by phone.  We were unable to reach the subscriber at the home or business phone on...

February26, and we were not able to leave a message.  We were successful at leaving a message for the customer today; and we await his callback.  Once we are able to discuss the concerns in detail, we will work towards a resolution of the service issues and billing issues that he brought up in his complaint to your office.   As always, we appreciate the opportunity to assist the customer.   [redacted]/Cox Communications Executive Offices/ 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.

 

Regards,

I rejected because I feel there are several things wrong with their system that they have absolutely no fix for and they did not tell the truth compared to what my bank is saying and were inconsistent in their story of what actually happened. They waived the late fee as a one time courtesy automatically anyway so they really did nothing to help this situation. On top of that, my 6 day late payment somehow said over 60 days late and there was no fix until I paid a payment I had already made. On top of that they told me the bank account I provided was 1 digit short which the bank said is not true; they used the correct account and declined it. There is no communication and no way to ensure this doesn't happen again and they really did nothing to help or fix the situation.

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing issues.  We have attempted to directly contact the customer by telephone and email. The customer was given a contact number and email address for different way to communicate with us. We have...

reviewed the account in regards to the pricing and additional charges. Once we have made contact with the customer, we can provide the updates and come to a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  We have previously contacted the client directly to address his concerns in detail.  Our customer was provided the Price Lock Guarantee information that accompanied his Silver Bundle discount with his first statement.  Our customers are given a 30 cancellation period to change their mind or make changes to the level of discount they were offered.  We are truly sorry for not being able to provide the answer they had hoped to hear, but we have no support to cancel the ETF after the 10th month of service.  The customer advised us during our only conversation that he does not want us to contact him again directly to discuss the situation at hand.
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