Cox Communications, Inc.

March 3, 2016
Revdex.com complaint [redacted]...

[redacted] We were sorry to hear that the customer is not happy with the rates that they are paying for service.
Due to the concerns that were brought to the attention of your office, we completed a thorough review on the account.   Our records confirm that the customers were on a temporary marketing promotion which gave them Internet service for one year, for $34.99 per month.  This campaign was in effect from December 17, 2014 through December 16, 2015.  While the customer would like to receive discounted rates without end, the temporary promotion only lasted one year.  Review of the billing indicates that the charges on the statement are correct.  Should the accountholder or the authorized user wish to make changes to their account, they may call our Customer Service Team locally at [redacted] for assistance.   The clients are not locked into an agreement with our company, and may make changes or disconnect their service at any time. 
We hope this information has been helpful to your office.  Thank you for the opportunity to address the concerns that the subscriber brought to your attention.
Catherine/Cox Communications Executive Offices/ 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.Regarding the customer’s...

concerns with their account billing, we were able to speak with our customer on 5/1/15 to advise them we would be looking into their concerns. However, when we did attempt to reach them at the telephone number they provided to us (###-###-####) to advise them the disputed charges had been removed, we were unsuccessful after three attempts. We have left voicemail messages for the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing.  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

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

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February 6, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the monthly rate on her Cox account.  Please let me begin with an apology for any misinformation that she received regarding the rates for her services.  Our agents are trained in all of our sales offers and they should always provide our customers with accurate information when they are inquiring about service.  There can be those times when an honest mistake happens, and we certainly do not want our customers to feel frustrated when an error occurs.

Research of the customer’s account tells us that she was signed up to receive a special sales campaign, reducing our regular rates, for six months.  I contacted our Retail Store Manager, [redacted], who had met with the customer while she was in our store the day after the order was taken.  [redacted] apologized for the error and he gave her his business card and assured her that while her current promotion was only good for six months, she was supposed to call him after the six month promotion expired and he would add another campaign on to the account to make up for the price quote error. 

In an effort to demonstrate our commitment to our customers, [redacted] has removed the six month campaign today and added on a new campaign that is good for 12 months.  Unfortunately, we do not have any pricing that provides a reduced rate for two years.  However, our customer’s rate will be $67.60 per month for 12 months, expiring in March 2014.  It is important to note that the customer does not have a Price Lock Guarantee (PLG) agreement on her account and the rate may fluctuate if a rate adjustment occurs before March 2014. 

We regret that she received misinformation regarding her monthly rate and we hope that we are able to regain her confidence in our organization.  We want her to know that her patronage and loyalty is important to us and we appreciate her.  For future assistance, 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.

Sincerely,

Executive Resolutions Specialist

Office of the General Manager

I left a message at the number provided during the hours of operation that were listed.  I am waiting for a call back.

I have the same issues with Cox as some of these other people. I have been a Cox costomer for years and lately I get Rude CSR. I have been getting phone calls that the person, or persons, leave a message of a long beeping sound. I was told by Cox CSR that they could not trace the number, that I should [redacted] it. Well, I did "[redacted]", turns out it doesn't exist. Now I ask you, how is it possible for me to get telephone calls from a non-existing number. The CSR, was of no help.

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,

June 28, 2014

font-family: 'Times New Roman';">Revdex.com Complaint - #[redacted] – [redacted]

We want to thank our customer for taking time from his busy schedule to let us know about his concerns with his Internet and video services.  It is unfortunate that we were not able to resolve his issues before he felt it necessary to take his concerns to the Revdex.com.  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 his expectations.  We would like to apologize again for the inconvenience that these service issues caused him.

Upon receipt of the complaint, we researched her account and determined that this require field leadership oversight.  Our technicians discovered some issues which we were able to resolve.  It was also determined that there was an issue with the feed into the unit which needs to be replaced.  This replacement requires approval from the property management, and we are awaiting their approval.  We are tentatively scheduled to go back to the customer’s home on 7-07-14. 

We will continue to work closely with our customer to bring final resolution to his concerns.   We want our customer to know that she is a valued customer and that we at Cox Communications appreciate his business.   We know that this apology does not make up for the service issues that he encountered, and we apologize again for the negative experience that he had with our company.    If he should have any further concerns or questions, he can contact our Customer Care Team at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

June 20, 2014

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Complaint ID# [redacted]
 

We would like to thank the customer for contacting our company via The Revdex.com regarding the charges and billing on his former account.  We are sorry to hear that the customer was unable to get his concerns addressed via our Customer Care center.
 

We’ve reviewed the billing on the customer’s account and found that on April 15th we received a telephone port out request the customer’s telephone number was released to [redacted] on that date and subsequently their telephone service was disconnected.  On April 29th the customer requested the closure of his internet service.  This was closed as requested on April 29th. 
 

The last payment we show as being received from the customer’s [redacted] on file was withdrawn on April 20th in the amount of $117.43.  This covered service charges from March 26th to April 25th.  On May 9th an unreturned equipment charge for the telephone/internet modem was assessed to the account in the amount of $122.00.  We received this equipment on May 31st and subsequently the charge was reversed leaving a credit balance of $3.78 on the account. We have submitted this credit balance for disbursement as a refund check mailed to the customer. We do not show any record of Cox receiving payment for this equipment and if the customer finds that we’ve taken any money other than the final payment of $117.43 on April 20th that he dispute this charge with his credit card company directly as we have no record of this payment.
 

We thank the customer and the Revdex.com for the opportunity to respond.
 

Sincerely,
 

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Over the past two months I have had significant internet outages due to cox communication services failing. They handle my tv, internet and home secuirty. When the internet fails so does the home security system.
I contacted their main line to address if the issue was on my end or theirs. They told me they had to many incoming calls to handle my call and hung up on me. When I contacted their tech support they informed me that everything appeared to be functioning correctly. I asked them to check and see if they could view my security system and verify it was working but they refused to check stating that it was my fault and "you should consult the owners manual."
I then contacted the internet department who promptly informed me that it was not my issue and that they had a widespread outage affecting my area. They stated that my security system would also be offline until fixed. That made me feel very safe (sarcasm there). I asked if there was an ETA on repair and they told me they were working on it and to "stop bothering them" while they worked on it.
I am fed up with the way they treat customers who pay exorbanate amounts of money for a service that is suppose to protect them. They have a monopoly on the system in the area and refuse to acknowledge it's an issue on their end.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

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

difficulty that the customer has been experiencing with our company.  Due to the concerns that he brought to the attention of your office, our Field Leadership contacted the client directly to coordinate a resolution. We were advised that our technician was able to work directly with the customer today and have the cable reinstalled at the depth the customer was looking for.
We hope this information has been helpful to your office.  As always, we appreciate the opportunity to assist a customer.
Catherine/Cox Communications Executive offices/ 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 Revdex.com regarding her attempts to correct her billing.  We sincerely regret the inconvenience that she experienced with our...

company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We found the unresolved internet issues she refers to were caused by her router. She downgraded her internet service on 12/2/14 and an adjustment to her bill was given. On 1/7/15 she contacted us again and added a courtesy adjustment again. On February 13 she contacted our loyalty department.  We reviewed the call and found the customer’s rate is as quoted.  She asked to be transferred to a billing representative so she could take care of the bill. That representative did adjust the billing as promised. Our customer did not pay the full amount due and was charged a new late fee.  We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue.  Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

I have had the worse experience, not only are their rates outrageous their service is not good. I have 2 lines of Internet one for home and for work. A technician came our 1/4/15 to fix my home computer and disconnected my work line. So now I have to wait all day for another person to come out and turn it back on. Technician should have asked me and should not have touched other wires.

April 11, 2014

font-family: 'Times New Roman';">Revdex.com Complaint – Case No. [redacted] – [redacted]

We would like to thank our customer for taking the time to file her concerns with the Revdex.com regarding the content she was attempting to locate within [redacted].  Allow us to apologize for the challenges she met while trying to resolve this matter with us.  We certainly do not want our customers to experience such frustrations and always strive to provide excellent customer service.

Upon receipt of this complaint, we initiated our research to determine why our customer was unable to locate the [redacted] within [redacted].  The [redacted] in our regular Tucson lineup is #** or [redacted].  The [redacted] programming is in English in [redacted] in the section identified as My Primetime.  Once our customer opens up My Primetime, she only needs to use the remote and go to History and click on select.  She will find all of the programs that have been sent to us by the broadcaster (sometimes not 100% are available).

We truly apologize for the misinformation that our customer received regarding channel #61.  This is the [redacted] in the Phoenix market.  We have sent notification to the team that provided the incorrect information to insure that they are looking at the appropriate market information when they are answering our customers’ questions.

It is my hope that this information helps to clarify our customer’s concerns regarding the [redacted].  We regret any confusion surrounding this issue and we hope that we are able to regain her confidence in our organization.  We appreciate her loyalty, and we want her to know that his patronage and loyalty is important to us.  For future assistance with any other issues that may arise, she may call our Customer Care Center at [redacted] or contact us on our web site at www.cox.com/arizona.  Thank you.     

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

We are sorry to hear about the customer’s poor experience with moving to a new location and attempting to transfer all the same services. The customer has been contacted directly and has been provided a satisfactory solution to address the concern about the billing while a service is not available....

The customer is aware of the needed service being reviewed to become available and will be contacted once the process is completed.  Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding the serviceability of their property....

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 spoke with our customer on 5/17/16 to discuss their concerns. During this conversation we advised our customer that we have escalated their concerns to our Construction and Serviceability Department which is now performing the necessary research to determine if this location can be made serviceable by Cox Communications. We would like to assure our customer that we will continue to remain in contact with him throughout the process until we have a clear answer on the serviceability of his location.
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.
George
Executive Escalations Cox Communications

I requested to have Cox Install internet in my home for February 10th. I encountered an installer that made me feel extremely uncomfortable and was sexually inappropriate. I called the police to file a police report, they contact him, he denied it and that was the end of it. Cox requires the person in the home to be over the age of 18 but does not verify this information when they enter the home. I do not wish to get into explicit details, but I do believe this could happen to another woman and I also fear that this installer knows where I live and could retaliate or return to my home. I heard from the criminal investigator for Cox the day it happened and have not heard anything since. What do you do to resolve customer concerns? I do not wish to continue service with Cox and learned that my account was "ghosted" so that it cannot be looked into. What is that about. I will share this story to the public to ensure no other female alone at home is in danger or feels uncomfortable in her home because a pervert is installing cable or internet. I am extremely displeased and will never return to Cox as a customer again.

We would like to thank the customer for taking the time to file their concerns regarding their recent technician visit and 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, 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.  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 has been verified today that the issue I was promised by Cox many times to be fixed, never was. In fact, the engineer that came out today verified speeds were still inconsistent and nodes still had issues. I didn’t bother asking if the main cable down the street was replaced, I assumed not. So since February I have spent countless hours with dozens of cox techs and mangers, taken a great deal of time off work along with at least of $1000 spent on modems and routers only to find out that the issues was never fixed with Cox. Since I have been paying cox for years for speeds I have never gotten, I am more than a little angry, in fact beyond furious and considering attorney general intervention along with FCC. Additionally, I am also considering notifying my neighbors and friends in the media. This due to the fact I am getting 0.5mbps speeds to 40mbps as of today, this is unacceptable at a promised 150mbps or more @$119 a month? Really? Therefore I am insisting that Cox fix this issue once and for all, I also want years of credit. I can’t began to tell you how angry I am, I want the fix and credit in writing along with proof the issue was fixed. I will hold off on proceeding further giving cox one more try after, in my opinion, evading and lying that the issues was fixed. Otherwise, I will proceed with AG, FCC and my dear friend and x-neighbor Tess R[redacted] who lived across the street and also experienced the same issues. I think she would like to have the story since she personally experienced it, (you can check public records). Finally, Duncan T[redacted] who also lived next door would also like the information since he fought with cox for years on this issue. I personally feel cox has decided the home owners on rawhide ave for a long time now and have made promises and never followed through with anything fix or credits. I was to receive a min year credit, never got that along with the speed fix. [redacted]

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]