Cox Communications, Inc.

We are sorry to hear that the customer does not feel as though their concerns have been addressed.  As outlined in our previous response, the customer’s pricing was quoted prior to taxes and fees and equipment charges.

The customer is receiving the maximum discounts available to his account and we apologize that we are unable to meet the $115 price point including all fees, taxes, and equipment charges.  In a show of our commitment to being the most trusted provider we have credited the customer’s past due balance of $58.41. We encourage the customer to contact our Customer Loyalty department to find ways to reduce his current services to be more in-line with his preferred pricing.  

Thank you for your time and consideration.  

Respectfully, 

Executive Resolutions 

Office of the General Manager

Cox Communications, Arizona

[redacted] Case # [redacted] We are sorry to hear of the issues our customer had with their account. We have attempted to directly contact the customer to by telephone and email. Once we are able to verify the account, we can address the concerns and provide a successful...

resolution. 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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

Cox is great at indicating that they provide great customer service but cannot give a reasonable explanation as to why I have to call multiple times and speak to multiple people to get  resolution at any problem.  I asked for and got the itemization I requested but had to wait days for the gentleman to call me back to explain it.  This is exceedingly poor customer service. They admit calls get dropped but do nothing to correct that and even admit that I have asked for the CEO's name and address but the call got dropped before they gave me that information and then still did not provide it in their response. Clearly they have no intention of changing their behavior or keep good customers.  There apparently is no resolution.

Regards,

Revdex.com #[redacted]We have contacted the customer directly to address their concerns, the customer was already contacted by the appropriate departments to resolve his complaint. 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 and contract.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause any frustrations.When speaking with...

authorized user [redacted], we advised him we were able to research the account to gain a better understanding of the issues at hand with his contact. During our conversation we explained that we would allow him to remove the cable services and contract on the account without penalty. Mr. [redacted] then opted to proceed with disconnecting the cable services which we processed for him. As a result of the inconvenience, we also provided the account with a promotional discount as well.  We are confident that following our conversations with Mr. [redacted] that the issues brought forth in 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications

COX COMMUNICATIONS illegally charged my credit card for $331 on 1/30/15. I have no account with them and never have had an account with them. I have never heard of them, I have never done any business with them.. I am a Time Warner customer for TV. When I called Cox, they didnt know anything about it, did not wish to even look up my name to see why they charged me, did not know how they obtained my credit card number,, and were incredibly unhelpful. They couldnt even tell me what service I was charged for. They wanted nothing to do with the problem or cared anything about their mistake.

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 her attempts to cancel service and correct her billing.  We sincerely regret the inconvenience that she...

experienced with our company. We have contacted our customer and addressed her concerns to a successful resolution.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 issueSincerely,[redacted] / Office of the General Manager / Cox Communications Executve Offices /[redacted]

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and are working to provide a successful resolution.  We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday.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. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We are disheartened to hear that the customer does not believe that his concerns have been properly addressed. We take all concerns brought to our attention with the utmost attention and seriousness and apologize sincerely for the delay in service activation. We have thoroughly reviewed and investigated the circumstances of this matter and have found that the technician that did the outside only, self-installation, activated the wrong line due to a mis-tag of the lines that service this particular customer’s home.  As stated in our previous response, this is a possibility that may occur when a self-installation is performed versus a professional-installation in which the technician enters the home and verifies connectivity prior to leaving the site.  We do advise our customers whose services are not working after a self-installation that there is a potential service charge if the finding of the lack of service is due to an internal connection or setting inside of the customer’s home.  We do not charge if the problem is due to lack of connection or signal on our end. The customer was not charged for the technician’s visit on June 4th subsequently.  We believe we have properly compensated the customer by crediting the days the customer was without service and applying an additional $25.00 credit.  We are sorry the customer does not believe this to be so.  We have applied an additional $25.00 credit as a show of our commitment to remaining our customers’ service provider.  Thank you for your time and consideration.  Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

[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,[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 Revdex.com regarding his service issues and request for an adjustment to his bill.  Upon receipt of this complaint we...

performed a completed review of our customer’s account.  We found our customer has Cox Contour service consisting of 2 receivers and DVR service.   According to our records our Cox Communications has fairly compensated our customer’s account for the loss of this service and no additional credit will be given.  We sent a letter to our customer with a breakdown of our findings to better explain why no additional credits will be given.  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 with regard to this issue.  If there is any way in which we can be of further service, we as that he contact our Customer Care Center at ###-###-####.  Thank you.[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

We would like to thank the customer for taking the time to file his concerns regarding his account billing.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.On 2/12/15 we were able to speak with...

our customer regarding his concerns with his account billing. During this conversation we were able to come to an agreement with a new promotional discount and an account credit to bring this situation to a resolution. We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with him for many years to come.  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 EscalationsCox Communications

The reason I do not accept this offering is because this company is still not addressing the real issue is that I wanted to change my services because I am not happy with the service The bill is too high and I called to get it changed the $594.00 will be paid but it is based on the issue that when someone calls to get their services changed they dont do their jobs i also feel that the concern is being overlooked because the issue is that this is not why I reported this issue the true concern is that due to the failure of their agents doing their jobs my bill is high I wanted no cable and have called prior about the extra box on my account not being used I also was not provided a credit for a broken cord underground at my address [redacted].
 
The company also does not included I called to report tech issues and almost cancelled based on the slow speeds I pay $200 per month and get no real channels my internet speed has stopped and slowed and when I called to cancel my service I get told I have a discount but the email that is being presented as a reply is off topic. I apologize but if this is not the problem is that if I would have been able to cancel TV my bill would not be this high I have paid alot of money and my service is not that good I pay more for cable then my friends and neighbors rude service when I call in and I dont appreciate this response has done nothing for me and I am tired of the hidden fees I get from this company has a monopoly were they can change higher amounts and treat their customers badly this only proves the company will not look into the issue the entire emails talks about one day I have called the cancellation department 12xs in the last year
 
Please do your due diligence

Revdex.com Case # [redacted]
 

size="3"> We regret to hear of any inconvenience that the individual has experienced with our company. It is certainly not our intention to cause any frustration.
 
We have contacted the individual directly and they informed us that the issue had been resolved. We appreciate the feedback in which he had provided regarding his experience. We assured him this matter will be thoroughly reviewed and addressed internally.
 
Thank you for your time and consideration.
 
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding his monthly rate.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.Regarding the concerns our customer submitted...

about his account billing, we have researched his account to gain a better understanding of the issues at hand. When speaking to Mr. [redacted], we explained to him the monthly rate he was originally quoted in the amount of $94.00 was a mistake. We apologized for any inconvenience and let our customer know that due to this mistake we will be happy to release him from his contract agreement with no penalty. Due to the inconvenience that was caused, we did provide a credit to the Cox account which cleared the remaining balance owed for his November 29th billing statement. We also explained that should he opt to keep his existing services it would be at the correct monthly rate of roughly $167.82 per month.  Mr. [redacted] let us know that he will need to weigh his options on whether or not he will remain a Cox customer. We let the customer know whichever option he does decide, he is welcome to contact us and we will assist him further.  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.  [redacted]Executive ResolutionsCox Communications

We would like to thank the customer for taking the time to file his concerns regarding his account credit.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.On 2/6/15 we were able to speak with our...

customer and we were able to assure him that his request to move his refund from his telephone service statement to his Internet service statement has been completed as of 2/3/15. We are truly sorry to hear of the difficulty our customer experienced in attempting to have this request facilitated.  We appreciate our customer’s patience and understanding. It is our genuine desire to continue a positive relationship with our customer for many years to come.  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 EscalationsCox Communications

[redacted]  [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,

I have been on tech support and account billing, talking to a Emily, Janee', Aldo, Dennis, and a supervisor named Dennis as well from [redacted], **, all of which have rudely disconnected me. A representative named Josh was especially rude as he hung up the phone in the middle of our conversation. I have had a no contract bundle for Cox Internet, TV, and Phone for $120 since December of 2014 and was told on the 10th and 11th that $120 would still be the price, only to be told later that my bundle is cut and now the price is $211. Then, listening to the automated message, the next monthly bill would be due on the 21st and would be $298. If I cannot get the bundle price, I told all of Cox's representatives to cut the PHONE AND CABLE. Leaving only the INTERNET FOR THE PRICE OF ABOUT $80. However, both the INTERNET AND CABLE is both back on and I can only assume the phone is back on. I want to speak to a manager ASAP to help clear this up because as it stands right now, I am only going to pay the $80 for INTERNET.

We would like to thank the customer for taking the time to file his concerns regarding his experience with his recent service order.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.When speaking...

with Mr. [redacted] on 1/29/15 he advised us that when he set up service he was under the understanding that he would be receiving a free installation and a free modem. By the time we had spoken to our customer, he had already opted to discontinue his Cox services as a result of this situation. We advised Mr. [redacted] that if he would be willing to return to us for his Internet services, we would be willing to honor the offer of a free installation and a free modem, which he accepted. We truly appreciate Mr. [redacted] patience and willingness to work with us in reaching a resolution. It is our genuine desire to continue a positive relationship with Mr. [redacted] for many years to come. 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 EscalationsCox 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,