Cox Communications, Inc.

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. Once we speak regarding the outcome, I will update my response to let you know if I'm satisfied or not with the end result. 

Regards,

I never authorized any charges of a former account. Nobody ever once informed me of these charges. All I was aware of was the new service I never received. Any charges for a former account being taken off my debit card were never authorized by me and I am not ok with it. I never received a phone call, email or a telegram to say hey we're going to charge you for a former account.

Revdex.com Rebuttal -- No. [redacted] – Mr. [redacted]

March 12, 2014

We were sorry to hear that the consumer was unhappy with our response regarding his monthly rate dispute on his Cox account.  Upon receipt of his initial complaint, we extensively reviewed all of the notes and online advertising.  All of the information that was reported in our previous response is based on our written documentation of his account and the advertising which is posted on the Cox.com website. 

Cox always strives to be a leader in customer service.  We certainly regret any inconvenience this has caused and were happy that the consumer has been provided with a generous offer on both his cable and Internet services with Cox.  I have applied a credit to his account today for one month of service for the misunderstanding that occurred.  The customer will see this credit reflected on his next Cox statement. 

We regret that the consumer was not happy with our company’s response to his request.  If he should require additional assistance or would like to speak with our Customer Care Agents, he may call our Customer Care Center at [redacted].  Thank you.

[redacted], Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. We are sorry to hear our first interaction with Mr. [redacted] was not to his satisfaction.Regarding his concerns with his Cox account, we did speak with our customer again on 12/22/14 to address this. We explained to Mr. [redacted] that while we absolutely understand his frustration, we will not be able to provide the level of services he is currently receiving for $94.00 per month. We reiterated to our customer that if at any point he would like to exit his contract as a result of the initial mistake made regarding his monthly rate, we will allow him to do so with no penalty. However, we again explained that should he opt to continue service with Cox Communications at his current level of service, it would be at a monthly rate of roughly $167.82.It is our genuine desire to continue a positive relationship with Mr. [redacted] and we truly appreciate his patience and understanding throughout this situation. 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. [redacted]Executive ResolutionsCox 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.

I have been in contact with bear communications but they told me they notifies their liability insurance companies and I haven't heard anything. Due to the fact that I'm you customer I expect you to assist me with my problem. I had to cancel my cable tv as I can't accept this type of service

Regards,

May 13, 2014

 

Complaint ID #[redacted]

 

We would like to thank the customer for contacting our company via the Revdex.com regarding her account transfer and billing concerns.  We regret the difficulty and displeasure the customer has...

experienced in their attempt to resolve this matter.  We are committed to providing exemplary customer service and apologize for the confusion.

 

Ms. [redacted] was subscribing to telephone, internet, and cable services when she contacted Cox in March 2014 and requested to transfer her existing services from her apartment in Fountain Hills to an apartment in Mesa.  The apartment complex in Fountain Hills had a bulk video agreement with Cox and was subsidizing her cable service (TV Essential channels 2-99) that normally retails for approximately $69.99 per month plus tax and fees.  Ms. [redacted] new apartment complex in Mesa does not offer its residents the same cable TV benefit. 

 

Cox reviewed the call between Ms. [redacted] and [redacted], the representative who facilitated her service transfer.  Cox determined that the representative appropriately advised Ms. [redacted] that she had a 40% discount on her High Speed Internet service that was scheduled to expire on March 28, 2014.

 

Ms. [redacted] first bill at her new Mesa address was dated March 29, 2014 and consisted of:

 

New Monthly Services                  (March 29 through April 28)                                         $148.66

Partial Month Services                   (March 19 through March 28)                                    $  41.68

One Time Charges and Credits   (Balance Transfer from Old Account)                      $  57.51

Taxes, Fees and Surcharges        (March 19 through April 28)                                      �...⇄ $  22.94

                                        ...⇄ $270.79

Cox cannot provide TV Essential , channels 2-99 free of charge, but Cox absolutely honored the 40% discount on her Internet service until it expired as scheduled on March 28, 2014. And as a courtesy to our customer, Cox applied an additional 20% discount on her telephone, internet, and cable for twelve full months. This brings Ms. [redacted] total monthly rate for all three services to $150.56. Please note, however, that Ms. [redacted] is not currently under contract with Cox which means her rates are subject to change and that she may add or reduce services at any time without incurring early termination fees.     

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

 

Respectfully,

 

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

my mother and I submitted identical complaints 15 minutes apart on the Revdex.com site.  We both had the same exact issue.  We are next door neighbors.  We both asked to be compensated for our time for making your business do the right thing.  My mother was compensated 25 dollars, and her issue was resolved the next day.  Mine took a week, and I am having to do more work to make u do the right thing, so I want to be compensated more than 25 dollars.  My mother's address is [redacted]  Mine is [redacted]  Also, I spent hours on the phone with u guys, on multiple days, speaking with multiple sipervisors.  My mother did not.  Do the right thing.

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,

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.

cox never addressed the fact that we made different way to pay our bill I called mine in and my sister used online and I still don't see how cox can assume that or imply that because they don't require account numbers that someone made a payment for me 

Regard they have implied several time that 

We used her credit and takes no responsibility for the error and the length of time it took to fix the problem

[redacted] This has been going on since june and they kept my services because according to there records I was up to date  there usual practice is to disconnect service when you don't pay which they didn't I find that puzzling so As a business your. Practice should not changed do I have been with this company for ove r 8 yr and had been disconnected from them when I couldn't pay yet I wasn't for 4 month and the reason is because they kept thinking my account was paid and it was there crossing of information private information I am going to contact the FCC for breach of privacy act

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 have contacted our customer directly and forwarded her concerns to the appropriate departments to provide...

a successful resolution. We appreciate the opportunity that the Revdex.com has given us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted] Region

April 1, 2016—Revdex.com complaint# [redacted]—Lisa R[redacted]
Due to the...

concerns that the customer brought to the attention of your office, we contacted both our Corporate Office and our Damage Claims Department for information.  We spoke to our Customer Care Managers as well as the Damage Claim Team Leadership, and reviewed all documentation of the situation that occurred.   Our records confirm that after a thorough investigation by our office on the damage claim, we could not find fault with our installer on the concerns that the customer brought to the attention of your office.  We hope this information has been helpful to your office.  Thank you for the opportunity to address these concerns.
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 them regarding the issues at hand on 6/23/15. During our discussion with our customer, we explained that we were able to determine that due to transferring services to a location that is provided complementary cable services, our customer is going to lose the three product promotional discount they were set to receive until December of this year. Although three product discounts are not eligible for accounts receiving complementary service, we were able to locate two single product discounts that will provide our customer with a new 12 month discount that will provide them with a lower monthly rate than the one they had been receiving prior to their service transfer request. Our customer advised us that they were satisfied with the new monthly rate that these promotional discounts would provide them. In addition, our customer advised us they were not aware they were in a contractual agreement with Cox and as a courtesy we have advised them that should they opt to exit their contract prior to the December 2016 expiration date, we will allow them to do so without the penalty of an early termination fee.  We are confident at this point that all of the issues our customer brought forward via this complaint have 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

August 27, 2014 Revdex.com Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file her concerns regarding a misapplied payment.  Please let me begin with an apology for any inconvenience she experienced.  We...

certainly do not want to cause her any frustrations. The customer has called several times regarding this misapplied payment.  Several agents have sent the appropriate forms to the department that researches these.  I checked with this department and they do not have the information that the customer sent to the company. I called the customer and asked if she could email that information to me so that I could walk it over to that department.  I received the transmittal showing the payment transaction from Checkfree but we were not able to locate the payment. I have credit the customer’s account to a zero balance. 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

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 billing and service issues.  We sincerely regret the inconvenience that she has experienced with our...

company.After reviewing the account adjustments were made to the billing.  We spoke with our customer to confirm the actions taken and apologized for the way her account has been handled.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 / Arizona

indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

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.  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

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

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,

We would like to thank the customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an...

apology for any inconvenience he experienced. 
Our research of the account found our customer spoke with our Inbound Sales Department on 2/10/16 to order services. Our review of this sales call found that our Sales Representative did inform our customer that they would be receiving the Essential Internet service (15mbps download speed) with their order.
Additionally, we found that our Sales Representative did disclose the $100.00 installation fee and advised the customer that our technician would activate the outlets during the installation. We do however recognize that our agent could have been clearer in the explanation of the outlet activation pertaining to the number of outlets covered under the standard cost of installation. We would like to assure our customer this feedback will be addressed.
Regarding our customer’s concerns with the early termination fee, we do see that our Customer Care Center did waive this fee as a courtesy when the disconnection was scheduled on 3/16/16.
However, we found that between the installation and disconnection dates (2/11/16 to 3/17/16) there was only one call made to our Customer Care Center on 2/22/16 to discuss an issue with speed. While we recognize our customer’s frustration, we do not have the documentation or pattern of calls to our Care Center to support waiving all fees associated with our customer’s term of service. At this point, the final balance of $245.70 is valid and will need to be paid.
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 S.
Executive Resolutions
Cox Communications

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,

We would like to thank the customer for taking the time to file their concerns regarding their services and recent damage claim.  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 services and damage claim, we did attempt to reach them at the telephone number they provided to us ([redacted] and [redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail 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, our Field Leadership Department did confirm that they spoke with our customer on 2/2/16 and confirmed the service issues have since been resolved. Additionally, a return visit has been scheduled for 2/5/16 to address the damage claim mentioned by our customer. We are confident 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. George Executive Resolutions Cox Communications