Cox Communications, Inc.

May 5, 2014

Revdex.com complaint # [redacted]--[redacted]

We were sorry to hear of the difficulty that the customer experienced in his pursuit to address his billing concerns.

yes">  We sincerely appreciate the opportunity that the Revdex.com has given us to assist the subscriber with the concerns that he has brought to your attention.

Because of the complaint filed, we requested one of our Billing Supervisors to contact the customer to address and resolve his concerns.   We have been advised that our agent [redacted] contacted the customer and explained the subscriber’s current billing and monthly rate charged for services.  We were told that the subscriber was happy with the service that he received; and now understands his billing.  We were also told that the customer was unhappy with the service he received from our company in general, before speaking to [redacted].  We would like to assure the Revdex.com that the customer’s feedback has been forwarded to the appropriate leadership for further review an investigation.  We may not like to hear that one of our valued clients did not have an excellent experience with us; but we must.

We hope this information has been helpful to the Revdex.com.  Thank you again for the opportunity to assist our customer.

[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

July 10, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding the pricing for her services.  It is never our intention to mislead any of our clients, so we regret that the subscriber feels that she was...

deliberately misled about our rates.   We contacted the customer directly in an effort to assist and resolve her with her billing concerns.  We always appreciate the opportunity to assist a customer.  Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]

July 20, 2016

0pt;"> 
Revdex.com complaint # [redacted]- [redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, we contacted the customer directly.
 
Upon receipt of this complaint we see that this customer has already spoken with our Social Media Team as of July 19, 2016 and that the issue has been resolved. We are confident the issue at hand has now been resolved.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Melissa/Cox Communications Executive Offices/ Arizona

I contacted our local Marketing Leadership Team, who advised me that they will contact our Sales Team and Vendors again to remind them to be mindful of no soliciting signs, in an effort to stop the door tags.  Because a portion of this work is done by contractors, we cannot guarantee 100% that doors will not get tagged, but we will contact our sales team, vendors, and contractors with this message. I understand the customer does not want to be contacted by Cox with this information, but I wanted you to know that we are taking action on the concern that the customer brought to your attention. [redacted]Executive Customer Relations SpecialistOffice of the General ManagerCox Communications Executive Offices/ [redacted]

April 30, 2014

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

Because of the personal billing information needed to properly respond to our customer, we have chosen to reach out to the subscriber via email.  Our correspondence includes itemization of her billing, and includes an apology for the inconvenience she experienced with our company.  This letter will not be posted to the Revdex.com website.  We await acknowledgement from the customer for resolution to the issues that she brought to the attention of the Revdex.com.  Thank you.

[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

In Sept, 2015 I signed up with Cox for a basic cable package with Cox; they added HBO & Starz "FREE FOR 12 MONTHS", at a cost of $64.99/mo. I didn't particularly want the channels but took them because they were free. Within 6 weeks I was told to return my cable box because those channels weren't working. Within another 1 to 2 weeks I was told the channels are no longer working and I never had them as part of the original deal. After arguing and them finally conceding the channels were part of the original package, I was told my account was being corrected and the free channels restored. I found later my monthly account charge was increased to ~$179/mo. I called back several times, being disconnected and transferred to the wrong dept, but was finally told all was fixed, and in Nov received a bill that was correct. Just received my Dec 2015 bill -- its over $200. Still unresolved, but I actually received one explanation from Cox that I "called and wanted to be charged for the free channels".

It seems their business model is to twist, stall, delay, and manipulate in any way possible so you will cave in to their repeated attempts to get you "negotiate" a rate that was already set. In almost every call where I attempted to get back to the rate I was promised I was asked "well, would you settle for $xxx, this is as low as I can get you?"

Revdex.com #[redacted]Thank you for bringing the customers additional comments to our attention.  While we are sorry our client is not satisfied with the answers one of our Home Life Supervisors provided to him, we are not able to offer him the functionality he is requesting.  If the customer would like to speak to our Home Security Team, he may call us directly at [redacted]  Our friendly and knowledgeable Home Life billing agents are available to assist Monday – Friday 8 am – 8 pm and Saturday 9 am – 6 pm. 
Thank you for your time and consideration.    Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Worst experience with cox communication service. I had called Cox service mid month of February and I was about to cancelled the account because I found a great deal at CenturyLink. While I was talking to the rep with cox, she offered me a great deal $34.99 with 50 mgb download and I had until my billing cycle to decide with the deal. I called back 2/22/2016 speaking with Christopher, cox rep, she said there is no way that she could give me the deal and she had to fail me as a customer (exactly her words, "Sorry that I had to fail you on this part but there's nothing I could do"). Also, she mention that we could file complaint for the company if we want and not solving my issue. I had ask her, so what you mean is that you are forcing me to file a complaint to your company? and she said she wouldn't want us to do that but there's nothing she could do. The company gave me their words for the deal but it just showed me that this company is not trustworthy and not responsible. Each frontline associates are representing a company, while I asked to talk to a manager and she said "I'm the manager, there's no other person that you can talk to." This very disappoint me, with the service that I had with cox, over 3 years of service. I could not have my issue solve and not the service that I should have for a royal customer.

We would like to thank the customer for taking the time to file their concerns regarding the offer found on our Web site.  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 the promotion found on our Web site, we did attempt to reach them at the telephone number listed on the account (###-###-####) to address these issues but we were unsuccessful. Unfortunately, this telephone number appeared to be out of service and we could not leave a message. We did however send two e-mail messages with our contact information to the e-mail address provided in their complaint. Should the customer contact us we will be happy to address their concerns. Regarding the offer in question, we were able to research our customer’s concerns to help provide clarification. After completing our research we were able to determine that this offer is only available to Cox High Speed Internet subscribers who are not already subscribed to any level of Cox Cable services. While we understand this may be frustrating, we must advise that this account is not eligible for the promotion in question. 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

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]/ [redacted]

Cox home life security is totally junk! The customer service is worse! I have purchased a system with Purchasing cameras , paid my monthly fee for about 2 years. Feeling like this would help protect my family, and business tools because I have a home business.. Cameras to catch theives in case I was burgularized!! What a joke! 2 days ago 2 or more men broke into my locked backyard rv gate and took what they wanted... When I saw the broken gate I was I knew the cameras would have caught it!! I searched the recordings and No Grandpa wasn't having a rave!!! The cameras malfunction and just as the men were coming out of the yard with my belongings the screen goes black and said no video available for apps 2 min and came back on and as I watched more, realized this happened several times over a couple hours of recording... I have been paying two years for a system that is so malfunctioning it was worthless! To make things worse, I was lied to by a supervisor who told me it was a issue between my camera and keypad but assured me that when they resolved this issue the missing recording would load and this happened all the time.. The tech told me that was totally not true.. The tech told me my camera wasn't working and he could give me a new one... Then found other problems and said he would schedule for someone to come back the next day... I called back to customer service, angry that I have paid for a worthless system for two years! How were they going to fix this??? I was told I could purchase a new camera.... Purchase a new camera because the one they already sold me didn't work.. They actually blamed me for not telling them it was malfunctioning... They assume it does, and said it was my responsibility to know it intermittently didn't work... I was told that they could give me 30 day credit and then decided to give me 60 day credit and would like to continue charging me for a system that doesn't work and charge me again for a camera that who knows if it will work.

I have been a customer for 17 years, my cable/internet and security bill is about 250-300 a month... That is a lot of money over 17 years, and they could care less!

Do not purchase home security from Cox!

Revdex.com Case # [redacted]We sincerely regret any inconvenience this individual has experienced with our company. We have contacted this individual directly to address her concerns and provide a successful resolution. Thank you for your time and...

consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

April 8, 2014 Revdex.com Complaint - Case #[redacted] - [redacted]  We would like to thank the customer for taking the time to file his concerns regarding the service and billing to his account.   Please let me begin with an apology for any inconvenience he...

experienced.  We certainly do not want to cause him any frustrations. Since the customer was installed on February 19, 2013 there has been one service call scheduled.  The date of the service call was December 21, 2013.  The technician coded the order as customer education.  The technician noted the account that when the router was bypassed the internet speed was 31 mbps down and 21 mbps up and that when using the router the speed dropped.  Since the problem was not caused by the company’s delivery of the service there was a charge associated with the service call which as the customer stated was credited.   The customers billing cycle runs from the 24th of the month through the 23 of the following month.  The credit for the service call was issued on March 10, 2014 and is reflected on the customers’ current bill. 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

We were sorry to hear of the problems that the customer experienced with our company.  It is never our intent to cause problems for any of our customers, so we sincerely appreciate the opportunity to assist the subscriber.  Due to the concerns that the client brought to the...

attention of your office, we have contacted her directly to offer our assistance.   Thank you for bringing these concerns to our attention.  [redacted]/ Cox Communications Executive Offices/ Arizona

Lied to me about scheduled payment and tricked me into paying double of what I owed. They said they can not refund my money because I had the scheduled payment set up twice.

1. My rates increased 3 times in 1 year.

2. My service was poor.

3. Everytime I called with issues or questions nobody ever followed up or was able to correct the situation.

4. The company knew that because of the location of my apartment on the property I could not get servive from anyone of their competitors.

5. When my contract period was due to expire I called the day before and cancelled my service as instructed by their customer service and was given a location to return my equipment. They kept my service on for an additional 5 days and deducted the amount from my deposit.

Revdex.com #[redacted]

"Times New Roman",serif;">
We are sorry to hear of the service issues our customer brought to the attention of your office.  We sincerely regret the inconvenience that he experienced with our company.

Upon receipt of his complaint we were able to see he had a service call scheduled on 1/30/16. We did attempt to contact our customer on 1/29/16 to no avail. Because we were not able to directly speak with our customer before his service call, we did forward his concerns to our field for review.  We were able to make direct contact with our customer on 2/3/16, at which time we were able to go over the concerns he had.  After speaking to our client we feel we have successfully addressed the concerns he brought to the attention of your office.

Thank you for your time and consideration.  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]
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

July 7, 2014

 

Complaint ID# [redacted]

 

We would like to thank the customer for contacting our company via the Revdex.com regarding the modem charge applied to their account.  We regret the difficulty the customer has experienced in their attempt to have this...

matter resolved.

 

We’ve reviewed the account records and found confirmation that the modem charge was to be removed per a supervisor.  We have applied a credit of $89.99 (plus tax) to the customer’s account.  This credit will be reflected on the customer’s next monthly statement.  Thank you once again for allowing us the opportunity to respond. 

 

Respectfully,

 

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

It is regretful to hear that the customer experienced confusion as to the length of his promotion pricing.  Promotion pricing is discussed prior to adding the discounts to the account.  The customer has subscribed to Cox internet service since October 2009.  Since then the customer has had promotional pricing lasting 6 and 12 months and his bills have included information regarding the regular monthly rates for his service and the other internet services Cox Communications provides.  Based on this the customer should be aware of the regular price for the internet services he upgraded to in December 2013.

The customer contacted Cox in August 2014 because his bill increased.  We did bill the customer the price agreed to in December 2013 of 40% off for 6 months.  As a courtesy we were able to offer a discount of 30% for an additional 6 months which is slightly more than the $40 he would like to pay.  Unfortunately we do not have a pricing package that can meet what the customer would like to pay.

 We want our customer to know that we are deeply committed to being his most trusted provider of communications services and apologize for any 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 [redacted].  Thank you.

Sincerely,

[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

[redacted] Case #[redacted]

 

We are sorry to hear our customer’s service was disconnected too soon and was negatively impacted by the error. We have attempted to make contact with the customer. We left a message and sent an email with a point of contact. The customer’s service...

was reconnected on the same day the disconnection was done in error. The customer’s service is scheduled for disconnection on the correct date. Once contact has been made with the customer, we will have the opportunity to review the account and come to a successful resolution for the negative impact portion of the customer’s dispute.

 

Thank you for your time and consideration.

 

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region