Cox Communications, Inc.

April 21, 2015—Revdex.com complaint # [redacted] We were sorry to hear that a former customer is unhappy with our company. Due to the concerns that the former subscriber brought to your attention, we attempted to reach him by phone.  While we were not able to...

speak to him, we did leave him a message and invited him to call us at his convenience.   Should he decide to call us back, we will be happy to discuss his concerns. We also brought his complaint concerns to the attention of our Store Supervisor and Manager for further review.  Thank you for the opportunity to assist.  [redacted]/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file their concerns regarding their recent experience with our Customer Care Center.  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

February 19, 2014

class="MsoBodyText">We would like to thank the consumer for taking the time to file her concerns regarding the details of her Price Lock Guarantee and her poor customer service experience.  We sincerely appreciate that she conveyed her feelings regarding her experience with one of our representatives, we certainly do not wish for any of our customers to feel this way.  We take great pride on training our employees to build a dependable and outstanding relationship with our customers while working to resolve problems.  I hope this incident will not weaken that valued relationship that we would like to provide, and most importantly, what she should expect from our company.

The consumer initially called Cox to set up service with our three product bundle and agreed to the Cox 24-month Price Lock Guarantee.  The Price Lock Guarantee (“PLG”) locks in her rate for specific Price Lock services at no higher than the non-discounted retail rate in effect on August 11, 2013 for the duration of the 24-month agreement term. 

Prior to adding a Price Lock to a customer’s account, Cox representatives explain which services are price locked, the term of the price lock agreement, the amount of the early termination fee (ETF), and how to opt out or cancel the contract within 30 days, without incurring an ETF.  A copy of the PLG agreement was included on pages seven and eight of the consumer’s Cox statement, dated August 12, 2013.

Cox provides a wonderful discount to our customers that subscribe to three of our services.  Research of the customer’s account tells us that if she should decide to disconnect her Internet service, she would lose the bundle discount of $41.98 per month as well as lose the lock on her pricing.  We have had a recent rate adjustment and without the PLG, the customer’s monthly rate will be higher.  I have called and spoke with the customer and advised her that if she disconnects the Internet service, she would be paying approximately $5 more per month for the remaining two services. I also explained there are several options for her account and I am available to assist and work with her to find the right services that will meet her needs. 

We regret that our customer experienced this problem.  I have provided the customer with my direct office number and I look forward to working together to resolve this billing issue.  We want to thank our customer for her continued patronage and loyalty. For additional assistance with her service issues, she may call our Customer Care Center at ###-###-####.  Our Technical Support Representatives are available 24 hours a day, seven days a week.  Thank you.

Executive Resolutions Specialist

Office of the General Manager

We have made direct contact with the customer and will continue to work with her in an attempt to resolve the issues that she brought to your attention.  Thank you for the opportunity to assist our customer.  [redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com rebuttal complaint # [redacted]

We were sorry to hear that the customer and the Revdex.com were not satisfied with our first response to the concerns that the subscriber brought to the attention of your company.   We sincerely apologize for the confusion that the customer is experiencing with our company.

We advised in our first response to the Revdex.com that personal billing information cannot be posted on the Revdex.com website, and we urged the subscriber to contact our Billing Department for assistance with her specific billing questions.  Review of the account does not indicate that the customer has made any recent attempts to contact us for answers about her Cox billing.  We have also confirmed that because the old and new accounts were set up as a transfer, the former account billing IS available to our customer via our website. 

We are sorry that we weren’t able to provide any specific details via our Revdex.com response, and hope that the customer will contact us and allow our Billing Team to assist her in the manner to which they have been trained. We urge the customer to contact us by phone at [redacted], or via our website at [redacted].     Thank you.

[redacted]/Cox Communications Executive Offices

[redacted]:

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.

The business did nothing to address the concerns regarding my installation nor the way I was spoken to by their representatives. I was previously promised a 20% discount for 6 months but that was never followed through on. My request to speak with someone with some authority at Cox has further been ignored. I will review the statements once they arrive as they directly contradict with what I was provided before in writing. I have attached those emails as substantiation. I would request a follow up call or a contact from Cox to review those statements with once they arrive. I appreciate the gesture of 20%. but given what they've put me through it is insulting. I respectfully request reimbursement for the previous accounts which I paid for from Cox as I am fully disputing their validity and they have not provided substantiation other than this letter. I am further feel Cox as a responsible business should be owning and apologizing for what they have done to me. Their customer service even dealing with the [redacted] has been slow and not meeting my expectations despite me clearly laying them out in this case. Please request that Cox answer this within 5 business days and I only ask they do not make me wait for another month.

Regards,

Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by services not working correctly.  We attempted to directly contact the customer by telephone and email. We would need to make contact with the customer to schedule a visit to address the technical...

concerns. We can also work towards a successful resolution to the billing concerns mentioned in the complaint.  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 certainly appreciate it when our customers let us know that we have not met their expectations. It is always our goal at Cox Communications to provide our customers with exemplary customer service. From what has been described in this complaint, it does not appear that our customer...

believes that we have provided him this level of service. We would like to apologize for the inconvenience that our customer experienced in his attempts to resolve his concerns regarding his Internet service.We would like to refer our customer to the following sites to obtain all of the pertinent information regarding how we manage our customers’ data usage - [redacted]). This information is very clear as to the parameters of our policies regarding usage. If our customer’s needs exceed the guidelines for the current level of service that he receives, he has the option to upgrade to the next level of service. The information regarding the data levels and pricing for these levels is included in the above sites.While researching this account, it was noted that our customer appears to have a high need for video streaming through [redacted]. Different online activities consume different usage amounts. For example, downloading a movie will use more of your data plan than sending a text email message, because the movie contains a lot more data than the email message. Video and high resolution photos typically drive the highest amounts of usage. Conversely, web surfing and email (without large attachments) consumer less usage. We would like to recommend that our customer take advantage of the tools available to assess his usage to determine if he is in the correct data plan.It is important to note that less than 5% of our customers exceed their data plan. We understand that this is not the answer that our customer was seeking, but hope that one of our other plans may be more suitable to his needs. If he has any additional questions, he can contact our Customer Care Center at ###-###-####. Thank you.[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

We want to first apologize to our customer for the poor customer service experience that she has encountered.  We certainly understand how frustrating that it can be to receive that many daily calls without any validity to them. We have recently been made aware of the new Nomorobo...

feature that is currently being offered by other telephone providers.  We agree that this is quite a significant invention.  I am not sure whether or not the article that you read provided the information regarding the requirement for a “simultaneous ring” feature.  At the present time, Cox does not offer the simultaneous ring as a telephone feature; therefore, our customers are unable to utilize the Nomorobo service. We always appreciate receiving feedback and suggestions from our customers.  This information has been submitted to our Marketing Department for future consideration.We apologize that we were not able to provide our customer with the answer that she was seeking.  We recognize that she is a loyal customer and want her to know that her patronage and loyalty is important to us and we appreciate her.  For future assistance, our Customer Care Center can be reached at [redacted].  Thank you.[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

We would like to thank the customer for taking the time to contact our company via the Revdex.com regarding her service installation concerns.  We regret the delay of installation and the subsequent frustration this has caused the customer. When the technician came...

onsite to install the customer’s service on October 26th he found that a new cable line drop was needed in order to provide service to the customer’s home.  If the line must be laid under sidewalks, streets, or out of the utility easement a permit from the [redacted] is required. We must also have blue stake markings completed which is handled by a third-party.  The complete process can take 2-8 weeks depending on the back log with either of these entities.  The customer’s line work was further complicated due to the need for the city to provide traffic control in order for the technicians to perform the work.  It is always our goal to provide accurate information and we apologize that the customer states that she did not receive consistent follow-up throughout the process.  We will review our current policies and improve the communication to the customer going forward.  The customer states that she was paying for service while waiting for a hard drop.  Our records show that the customer had no actively billing service after she left her prior residence on October 26th 2013.  Our records show that her last payment was made on October 14th 2013. We apologize for the difficulty and frustration this matter has caused our valued customer.  We have applied one month’s credit for Internet service and in addition to this have applied a 12 month 20% off discount.  We appreciate the opportunity to respond. Sincerely, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Revdex.com Case # [redacted]We sincerely regret any inconvenience that our customer has experienced with the Cox services.On May 27th, 2015, we were able to successlly make contact with our 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 General ManagerCox Communications, Southwest Region

I do not accept this response because we spoke to them about the billing and found their math to be unsatisfactory. They also have no documentation to prove that automatic bill pay was authorized because it does not exist. Which is why they will be unable to provide such documents to show my consent to automatic bill pay. We did not respond to their phone calls because they were unwilling to fix their mistakes in the first place. The unauthorized addition of cable TV to my account is just more proof of their willingness to make changes to my account with out my consent or knowledge of them doing so. They expect people to pay for fees regarding equipment they never ordered nor wanted. That is illogical and incompetent on their behalf. I have lost all faith in cox communications as a business with integrity and ethical business practices.

We would like to thank our customer for taking the time to file her concerns regarding her Internet services.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.When speaking with our customer on...

1/09/15 we let her know that we are dedicated to reaching a resolution for the issues outlined in her initial complaint. During this call, we scheduled a service repair appointment for 1/11/15 to investigate these issues. During this repair appointment, our technician determined additional work on our outside equipment would be needed, and this was forwarded to our Network Operations Department. On 1/12/15, our Network Operations Department dispatched a technician who completed additional repairs on the equipment outside of our customer’s home to ensure the issues were resolved.  When speaking with our customer on 1/13/15, we were able to confirm that the issues with her services have since been resolved. We appreciate our customer’s patience and understanding while we addressed these concerns.  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]Executive ResolutionsCox Communications

May 5, 2016—Revdex.com complaint # [redacted]—A[redacted] A[redacted]
We were sorry...

to hear of the confusion that the customer has experienced with our company.  Due to the concerns that the client has brought to the attention of your office, a thorough review has been completed on his account. Our records confirm that on April 28, 2016, the customer‘s account was credited for the service calls, as well as the installation fee.  Notations from our Field Technician confirmed that the client’s modem was the cause of the speed issue, and we were able to confirm that the signal and service that we were providing was not substandard.   Standard lease fees do apply for the rented modem.  We do not and have never offered HBO free for a year, and could not find any documentation to validate this claim.  Should the customer have further questions regarding his account, he may call our Customer Service Department at 623-594-1000.
We hope this information has been helpful to your office.  Thank you.
Catherine/Cox Communications Executive Offices/ Arizona

March 12, 2014

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

We would like to thank our customer for taking the time to

file his concerns with the [redacted]...

[redacted]

regarding the unreturned equipment charges on his Cox account.  Allow us to apologize for the frustration he

experienced in trying to resolve this issue. 

We pride ourselves on providing superior customer care for all of our

Cox customers.   

I spoke with the customer on the phone yesterday regarding

the charges.  We have completed extensive

research on the account and in our inventory in an attempt locate the two

set-top receivers.  Unfortunately, we

were unable to find this equipment.   As

I explained to our customer on the telephone, we have appreciated his business

for eight years and apologize for any confusion over the equipment. 

We have removed the equipment in question from his account

and credited the account for the unreturned equipment charges.  The request was submitted today to reverse

the payment for the equipment back to his method of payment and will be posted

with his financial institution within 72 hours.

We regret that our customer has had difficulty resolving

this equipment issue.  It is our hope

that we are able to regain his confidence in our organization.  He is a loyal Cox customer and I want him to

know that his patronage and loyalty is important to us and we appreciate him.  For future assistance with any other issues

that may arise, he may call our Customer Care Center at [redacted] or contact

us on our web site at [redacted].  Thank you.

Sincerely,

[redacted], Executive Customer Resolutions Specialist

Office of the General Manager

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,

This is in response to the rebuttal that our customer submitted in response to the information that we provided in the original complaint.  We are very happy that our customer was successful in securing the return of the digital box.  The credit for this box has been applied to the account.  Our customer has stated that she is expecting a return of her deposit ($150.00) in full.  We are providing the following accounting of the amount of credit that is currently on the customer’s former account:   

1. Balance on the account on 5-17-14 was $304.85.

2. Payment on 5-19-14 in the amount of $162.93.  Left outstanding balance of $141.92. 

3. Customer cancelled video service on 6-10-14.  Credit for 5 days of service was applied to the account through 6-15-14 reducing the balance due to $121.79.

4. Standard business practice is to apply any available deposit monies for a service that has been cancelled to any outstanding balance that is due to previous services.    The $125.00 video portion of the customer’s deposit was applied to the account reducing the balance to a $3.31 credit.

5. Statement balance for 6-16-14 was $65.51 for Internet service only.  This balance was paid on 6-21-14.

6. Equipment was charged to the account on 6-20-14 as it had not been returned after the video disconnect order was completed.  The charge for this equipment was $310.00.

7. Customer terminated her Internet service as of 6-25-14 and the account was credited for the 6-26-14 through 7-15-14 period that she had paid on 6-21-14.

8. One piece of equipment was returned on 6-26-14 which reduced the outstanding balance to $250.00.  The service credit applied against this balance reducing the amount due to $202.97.

9. The remaining $25.00 of the original deposit was then applied to this outstanding balance leaving a balance due of $177.97.

10. Final piece of equipment was returned on 8-22-14.  The account was credited $250.00 which leaves a credit due to the customer of $72.03

We have included copies of the customer’s account ledger that will detail each of the items above.  A request has been submitted to expedite the refund as the normally take 4 to 6 weeks to process.  The check will be sent to the forwarding address that the customer provided on the account,

We want our customer to know that we appreciate the time that she took to recover the missing equipment.  Again, we feel that we have taken the appropriate steps with regard to this customer’s concerns.    Our Customer Care Team can be reached at [redacted] 24 hours a day/7 days a week.  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 experience. 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.   [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for contacting our company via the Revdex.com regarding her difficulty with closing her account. We are sorry she had such a difficult time...

receiving assistance and are sorry to have lost her business.
 

The customer’s account was closed as of May 13th.  We have adjusted the account for service charges from May 9th through to May 13th totaling $24.82.  The remaining and final balance due is $33.90.  The customer may make this payment online at www.[redacted].com/[redacted], or over the phone at ###-###-####.
 

Thank you for your time and consideration.
 

Respectfully,
 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona