Cox Communications, Inc.

February 25, 2015—[redacted] complaint ID # [redacted] We were sorry to hear of the confusion and delay that the customer has experienced with her billing.  Due to the concerns that the subscriber brought to your attention, we contacted her directly to discuss the details...

of the missing gift card. We will continue to work with the customer to ensure she receives the proper amount of credit promised to her. As always, we appreciate the opportunity that the [redacted] has given us to assist our customer.  Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]

We would like to thank the customer for taking the time to file her concerns regarding the check block that has been placed on her account.   Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.On...

November 1, 2013 the company received an online check payment that was not honored by the customer’s bank on November 6.  A check block was placed on the account at this time meaning the customer can only pay by cash or debit/credit card.  On November 7 the customer called to make a payment by check and was informed that a block had been placed on her account due to more than one check payment being returned. On November 26 the customer spoke to a billing agent and asked the agent if the check block could be removed.  The agent removed it (which should not have been done unless the approval was obtained by our collections department.)  The agent proceeded to take a check payment over the phone. The customer called on December 30 and spoke to a collection agent who informed her that the agent that removed the block was not authorized to do so.  The agent also reiterated that the customer could only pay by cash or debit/credit card.  The check block will remain active until August 7, 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 ###-###-####. Thank you.

[redacted]Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

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.

There was no complaint to the [redacted] (so don't know what that is all about. Before the cable was turn off the first time we were trying to pay before hand, when finding the direct withdrawal was not as we though. We talked to many people at cox trying to make payment or make arrangements. Every time we did, we got the run around as I mention before in the first letter to the Revdex.com in regards of cox. When turned off the first time, we kept calling and it was the same result. The credit they are mentioning was made because the contract was never told that it ended nor anything issued in regards and found in fault. Still in the phone calls no one would take my payment. Even was told that I should of payed before it was turned off. Again the run around for over 2 months with wait for a supervisor for call or wait til a guy comes out to make arrangements before turning off the second time. I waited while calling with great patients still asking to make payment. I was told I couldn't, wait for supervisor over and over. By this time, the bill and then some would of be paid. But no one would take it. When turned the second time, the guy whom can out said he had nothing to do with it. Then finally got a supervisor whom said you should of paid it before it was turned off the second it in which I could not believe she said that when I said it before how over a month. Even now I am and you as well in the Revdex.com notices that in the letter you received does give a phone number that is a general line that I call over and over for help. THESE PEOPLE AT COX DON'T REALLY CARE IN HELPING OUT THE CUSTOMERS. The people who work there are like trained robots whom just say the same thing over and over not wanting to help because it does not say in that robot book of theirs to!!!

Regards,

We are sorry to hear there was an issue with the customer’s billing statement. We have reviewed the account and have removed the equipment charge. We have made contact with the customer and advised the correction. The customer was given an apology over the phone. Customer is aware of the balance on...

the account. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We were sorry to hear that the customer was unhappy with our first response and proposed resolution to her rate quote concerns. 

 

While we currently don’t have a campaign available that ensures the customer is charged forty cents less per month for data for one year, we have accommodated her request by applying a onetime credit of $4.80 to her account today.  This credit of $4.80 ensures that we have honored the lesser fee that she was originally quoted.  The $4.80 credit will appear on the customer’s next billing statement. 

 

In regards to the customer’s request for a speed check on her Internet Service, we suggest that the client contact our Customer Service/Technical Support Team for assistance.  Our trained and qualified technicians are available by phone to troubleshoot and assist our subscribers at their convenience; as we are open 24 hours a day, seven days a week, and 365 days of the year.  Our agents can check signals, speed levels, and make a multitude of corrections by phone.  Should we identify a problem that we cannot fix by phone, we will gladly schedule a technician to the home.  We can be reached by phone at [redacted], or via our website at [redacted].  We offer Live Chat or email correspondence for our customer’s convenience.   

 

We are sorry again for the difficulty that the customer encountered with our company.  It is never our intention to mislead or deceive a valuable customer.  We hope that we will be able to regain her faith in our company. Thank you.

 

[redacted]/ Office of the General Manager/Cox 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.There has not yet been contact with Cox. The first phone call I have received was 12/22/14 with a voice mail message on my cell phone ([redacted]) at 1:17pm. I responded with a voice mail message at 1:27pm. I hope this matter will be resolved when contact is made with the company.

Regards,[redacted]

Cox Communications is terrible! I have been having connectivity and speed problems since it was installed. I pay for 50mbps but only have been receiving between 2mbps and 17mbps. I have called and talked to tech support, have had techs out at my house multiple times, mulitiple new modems, and I still am having speed issues. Finally, Cox told me it was not an issue with our equipment, it was their euqiptment outside of my house that was the problem. It has been three months since I was told they discovered that the problem was on their end, and I was told it was fixed. However my speeds are still extremely low, if I can even connect to the internet. To top it all off, because I cannot access the internet, I am unable to complete school related work. Since I am unable to complete my homework, I am begining to fail my courses, wasting all of that tuition money. Thanks Cox!

Revdex.com #[redacted]

We are sorry to hear that our customer is unhappy with the Early Termination Fee on his bill.  While we understand his concern we addressed this fee directly with him on 10/14/15 and advised him that the charge is valid and we do not have support to credit...

the disputed charges.  We have also mailed him a copy of his statement that had the terms and conditions on it for his reference. We would like to thank the Revdex.com for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case# [redacted]
 
We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback and that is has been forwarded to Field Leadership. Regarding reimbursement, we advised the customer that we will reimburse the charges of the service as a courtesy but we will not be moving forward with any additional compensation.
 
Sincerely,
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]
We regret...

to hear of any inconvenience that our customer has experienced with our company. 
Initially Cox was unable to install the level of service requested until the appropriate corrections were addressed by the customer’s property management. During that time Cox provided a lower level of service and cost to allow temporary Internet access until the requested level of service could be installed correctly.
The customer emailed us on 5/17/16 regarding the charges on his account. We left a voicemail and emailed him on 5/18/16 to advise this charge was an error and we corrected his account to reflect the right balance.
We spoke to the customer directly on 5/20/16 to address his concerns and confirm that we have corrected the billing issue with their account. We have also advised the customer that we will be providing the appropriate steps to coach the agent.
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

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]

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 the proposed charge for a professional install associated with upgrading his internet service.We contacted...

our customer to explain why the professional installation was necessary but as a courtesy would waive the installation fee.  We want our customer to know that we are deeply committed to being his most trusted provider of communication service and apologize for the inconvenience that he experienced in regard to this issue.  If there is any way in which we can be of further service, was ask that he contact our Customer Care Center at ###-###-####.  Thank you.[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Revdex.com #[redacted]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 are working directly with the customer to provide a 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

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 ([redacted]) 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 unsuccessful in reaching our customer, we would like to assure them that as a courtesy we have waived the disputed charge for the recent repair visit mentioned in their original complaint. This adjustment will be reflected on their next monthly billing statement.

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

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 experience during the installation of his service.Upon receipt of this complaint we performed a...

complete review of our customer’s account.  We found the customer contacted after his installation to inform of slow internet speeds.   The service issue was corrected four days later.  As part of our investigation we listened to calls made by the customer and took statements from the employees involved.  The customer mentioned the one installer’s behavior was inappropriate.  We found the tech did not have a cable caddy and as a result was kicking the spool of cable wire.  The tech left after the customer insisted and wanted a supervisor to complete the install.   The supervisor came out and changed the equipment to see if a different modem would increase his speeds.  The new modem did improve the speed. After the install we continued to monitor the service and found the levels changed from when we were last out.  We contacted the customer and arranged to return.  During that visit we found there was an issue with the line that was originally installed.  The line was replaced improving the service.  We addressed the issue with the tech and having the proper tools to complete the job and how his actions were viewed. We removed all install charges and adjusted the first month bill even though his service was interrupted 4 days.   We want the 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.  If there is any way in which we can be of further service, we ask that he contact our Customer Care Center at ###-###-####.  Thank you.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices/[redacted]

April 9, 2014

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

We would like to thank our customer for bringing her Internet pricing concerns to our attention.  The complaint that was filed with the Revdex.com was directed to my attention for research and resolution.  We are sorry to hear that our customer felt that she had no other recourse than to contact the Revdex.com to get these concerns resolved.  It is always our goal to assist our customers to the best of our ability and provide excellent customer service. 
 

Upon receipt of this complaint, we researched our customer’s account thoroughly.  We found that our customer is on a promotional campaign.  The initial pricing for the Preferred level of Internet was $19.99.  The promotion has a $20.00 step increase that is built in to take effect in the 7th month of service.  At the end of the first 12 months, the price will revert to the standard price of $62.99 for our Preferred level of Internet service.   
 

The statement that our prices never go up would be incorrect.  Our prices are always subject to change unless there is a price lock guarantee that has been accepted by the customer or they are on a special promotional campaign.  If they are on a promotional campaign, there are certain parameters that are tied to that campaign which is what transpired in this case.
 

As a courtesy to our customer for any miscommunication that occurred, we are applying a lump sum credit to offset the increase for an additional 3 months.  Please be assured that the appropriate coaching will take place with the individual who processed the order.
 

We sincerely apologize for the miscommunication that occurred during the sales process.  We hope that we are able to regain our customer’s confidence in our organization.  We want her to know that we appreciate her patronage and hope to have a long relationship.  If she has any additional concerns, he can contact our Customer Care Center at ###-###-#### or contact us on our web site at [redacted].     
 

Sincerely,
 
 

Executive Resolutions/Office of the General Manager

Cox Communications/Arizona

July 7, 2015Revdex.com complaint # [redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing.  Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates...

were locked with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months.  Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request.  We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns.  All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted].  We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number.  We did leave messages and our direct contact information should the client need to contact us directly.  We hope this information has been helpful to the Revdex.com.  Thank you.[redacted]/Cox Communications Executive offices/ [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 were able to make contact with them on 7/7/15 to address the issues at hand. During our conversation with our customer we were able to come to an agreement to waive the disputed service charge and apply a courtesy adjustment for our customer’s inconvenience. We are confident that the issue at hand has now 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. Thank you. [redacted]Executive ResolutionsCox Communications

April 4, 2014

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

Re:  Issues with Contract Pricing
 

This is in response to the complaint that our customer filed with the Revdex.com regarding his concerns with the Price Lock Guarantee (PLG) on his account.  We apologize for the frustration that our customer encountered in his many attempts to get his issues resolved. 

 

Our customer’s complaint was forwarded to my attention to complete the research regarding his concerns.  During my research, I found that our customer filed a similar complaint in February under complaint number [redacted].  A response was forwarded to the Revdex.com on February 27, 2014.   My research further provided that our customer had been under a Price Lock Guarantee for the period of July 20, 2011 through July 19, 2013. 
 

Our customer further states that he has been having service issues, yet there are very few notes on the account identifying these concerns.  We will be more than happy to have one of our field supervisors make contact with our customer to have these concerns addressed.  He can contact me at ###-###-####, and I will make the arrangements for the visit.
 

We want our customer to know how much we appreciate the patience that he exhibited while awaiting a response to his complaint.  We thank him for giving us the opportunity to make things right.  For future assistance with any other issues that may arise, our Customer Care Team is available 24 hours a day, seven days a week.  They can be reached at ###-###-#### or he may also contact us on our web site at [redacted].  Thank you.
 

Sincerely,
 
 

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

###-###-####

We are sorry to hear our customer has been negatively impacted by an account holder change and misinformation provided by a representative. We have researched the account in regards to the billing and credits. We have reached out to the customer directly by telephone to address the concerns listed...

in the complaint.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region