Cox Communications, Inc.

Revdex.com #[redacted]We would like to thank the Revdex.com for the bringing our customer’s additional concerns to our attention.   We would like to apologize for the frustration with the amount of time it has taken to resolve her issues.  It was not our intention to cause any further aggravation to our client.  To remain in good faith with our long time customer we have issued a $40 credit to her account.  She will see this credit posted on her April 2016 statement.  Thank you for your time and consideration.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

March 29, 2016   Revdex.com-

9pt;"> ID#: [redacted]—Harold A[redacted]
We were sorry to hear of the confusion that the customer experienced with his billing.  Due to the concerns that he brought to the attention of your office, we thoroughly reviewed his account.
Our investigation confirmed that the customer did speak to one of our Sales Agents on January 13, 2016, who noted that the customer’s monthly rate was increasing due to the end of a temporary campaign.   We also verified the notes from the 14 of the month with our Supervisor Amanda, who advised the customer of the monthly rate of $176.65 with the client. 
Because the customer stated that the employee in January quoted him a lower rate for his service, we have requested the call recording for review. Once our office has the results of that recording we will contact the customer directly.
We hope this information has been helpful to your office.  As always, we thank the Revdex.com for the opportunity to assist a valuable customer.
Catherine/ Cox Communications Executive Offices/ Arizona

We are truly sorry to hear our customer has additional concerns regarding their Cox account. Rest assured, we are dedicated to reaching a resolution for our customer. Upon receipt of this complaint, we were able to make contact and speak to our customer directly on 7/2/15 to discuss her concerns. We advised our customer that her rebate currently has an estimated delivery date of 7/3/15 and that we would be contacting her on 7/6/15 to check in to ensure she has received it. On 7/6/15 we spoke to our customer again who advised us that she was currently away from the home but asked us to check in on 7/7/15. We would like to assure our customer that we will continue to remain in contact with her until we are assured she has received her rebate. We appreciate our customer’s patience and understanding.Thank you. [redacted]Executive EscalationsCox Communications

Cox does not care about long time (>30yrs) customers. I called 2x as my bill again went up and was told they have a loyal customer discount. They were not willing to work with me so after all these yrs I'll be forced to take my internet,phone and tv to another company. Rep kept telling me I was getting a $80 plus bundle discount and my bill should be $260 vs $180@. When I asked for each product cost individual it came to less than @ $200so if I bundle those and take of the bundle discount of @$80 my bill should be @$120 plus box, insurance, taxes of total $36 my bill should be $156 yet they r telling me it's now $180 from $160 from 150 from 140 just going up and up and they insult u trying to trip u up and this is the loyalty/retention dept. Shame on u Cox. I like my stations, phone features and tv channels but not if u only give discounts to new people and so many of them switch every couple yrs and I've remained loyal over 30 yrs.

Will we be given a higher rate after 12 months from now?

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,

Robin S[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.

We have been in communication and we are working out the details of the resolution. As soon as that resolution is worked out and provided to me in writing, I will let Revdex.com know.

Regards,

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. 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. It's annoying I had to go to this step to get communication, and fear it wont be the last time. I also wanted a refund not a credit. Not surprised. Next place I rent I will make sure century link is an option there.

Regards,[redacted]

They have the absolute worse customer service they terminated our services because our wifi was not locked and someone used it to illegally download something they told us they were going to charg us for the service still the person me and my wife talked to his name was conner id number stccohar when we ask for a supervisor he said he was the supervisor when we asked to talk to his superior he said no these guys are so rude I absolutely would advise trying a different utility service we have been very loyal customer for them to treat us like this is not acceptable

We would like to thank the customer for taking the time to file his concerns regarding his experience with our Sales Department.  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...

outlined in our customer’s complaint, we performed a full research of Mr. [redacted] account to gain a better understanding of the issues at hand. While we attempted to locate the recording for his original sales call from August of 2013, due to the amount of time that has passed since the original call, the recording was no longer available.  We were able to speak with our customer on 12/30/14 and advised him that while we were unsuccessful in locating the recording for the call in question, we would ensure his feedback does reach our Sales Department leadership for further review and coaching.  We also confirmed with Mr.[redacted] that the issues with his account were resolved when speaking with our Customer Loyalty Department on 10/1/14.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

We appreciate our customer taking the time to file their additional concerns. As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns.
Although the issue regarding our customer’s account billing has since been corrected by our Customer Care Center, we do understand their frustration regarding the process to reach this resolution. With this in mind, due to our customer’s tenure with our company and excellent payment history we have applied a courtesy adjustment of $75.00 to the account. While we recognize this adjustment does not erase the frustration they experienced, we do hope it shows our customer that we are willing to make a genuine effort to reach an amicable resolution.
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 623-594-1000.
Thank You.
George
Executive Resolutions
Cox Communications

Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your monthly rate for internet.  I have reviewed your account and complaint letter and...

have determined the following:Our records show that when you initially installed your Starter internet service on September 20, 2013, the monthly rate was $29.99. 
On September 21, 2013, a monthly modem rental fee in the amount of $6.99 was added to your account.
On December 1, 2013, Cox initiated a rate change that increased your monthly internet rate from $29.99 to $32.99.  Cox notified you of this change on your November 2013 billing statement.
On January 14, 2015, Cox initiated a rate change that increased your monthly internet rate from $32.99 to $34.99.  Cox notified you of this change on your December 2014 billing statement.
On January 7, 2016, Cox initiated a rate change that increased your monthly internet rate from $34.99 to $37.99.  Cox notified you of this change on your December 2015 billing statement.
In order to remain competitive with our pricing and the quality of our service, we find it necessary to evaluate our rates to  support the investments in improving our services and increases in programming and business costs. 
As outlined above, Cox does provide its customers with advance notice prior to the rate change becoming effective. 
Please feel free to contact me with any additional questions and/or concerns. 
Respectfully,
Sylvia L. D[redacted]
Executive Office of the Regional Manager
Cox 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.

Unfortunately Mr. [redacted] is wrong on his account of how this was handled.  I think it is unbelievable that he was blaming me for "not giving the correct tracking numbers".  What an absolute joke, I not only gave them the correct tracking numbers, I gave it to them 3 times.  They are a big company that totally screwed up something and now can't accept the blame for their lack of customer service, what a shame!!!  This was only resolved because I tracked the packages and told them when and where they were delivered, no one even looked into it until I did this.

So I do not accept the lack of responsibility that they are showing in this situation.  Mr. [redacted] needs to really look into this with an open mind and not assume that the customer is the one who was wrong.

Regards,

April 3, 2014

 

Complaint ID# [redacted]   We thank the customer for contacting our company via the Revdex.com. We apologize if the customer feels they were misled regarding the account pricing.

 

On August 13, 2013 the customer was contacted by one of our outreach Sales...

representatives who enrolled the customer in the $99.99 (not including taxes, fees, and equipment charges) Bronze bundle to include Advanced TV, Preferred speed internet, and Telephone service for 12 months.  At the time the customer had telephone service and Starter internet for $29.99 a month with a $3.00 a month discount for bundling the Internet service with telephone.  Under the Bronze three-product bundle the customer received a monthly discount of $41.98 per month.  Once the customer cancelled television services on September 3, 2013, they were no longer eligible to receive this discounting and subsequently no longer received the $41.98 credit each month.  The customer was subsequently billed for the normal Preferred speed internet pricing of $55.99 with a $3.00 multi-product discount.  We received no subsequent notifications from the customer that they wished to downgrade their internet back to the previous Starter level.  

While we are sorry the customer feels they were misled we have no support to credit the difference in pricing.  We mail to our customer’s each month an itemized detailed billing invoice.  Under the Terms and Conditions printed on each statement is notification that billing disputes are to be brought to the notice of Cox Communications within 60 days.  We do not show that the customer has made any phone calls into our Care Center since October of last year regarding a different matter.  We are always available to our customers at 623 594-1000 or toll free at 1800 229-6542.  We encourage the customer to contact our Care Center in order to authorize a downgrade of her Internet speed from the Preferred to the Starter level.  Thank you for your time and consideration.

 

Respectfully,

 

[redacted] Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

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. 

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.

It is astounding that as a “Sr. Customer Resolutions Specialist” this individual has entirely missed the basis of my complaint and re-states exactly what I was told by the initial sales person and the second person I talked to (statements the third person told me were incorrect). So either [redacted] is wrong or the supervisor customer service representative (the third person) is wrong. To reiterate from my complaint…

I was told verbally by the initial sales person and a second person that the price for the service (the items [redacted] listed above and the unlisted HBO package that they added at no cost) would be constant for a period of two years. In his response, [redacted] re-confirms what I was originally told when he says “The Price Lock Guarantee (PLG) protected the services from increasing for 24-months commencing on August 7, 2014 and expiring on August 6, 2016.” (even though he has not mentioned the HBO at all). Addtionally, if they would go back and listen to the recording (which they state on the call they make) of the initial sales call, I clearly stated that I had two televisions that needed to have service.

The first bill I received shows that the PLG is not for the prices he shows in his response, but are much higher. The bill shows that the price lock is as follows:

Ø $50.00 Preferred internet - Price protected at $62.99

Ø $21.08 TV Starter - Price protected at $26.99

Ø $21.00 Expanded channels - Price protected at $43.00

Ø $10.49 DVR service - Price protected at $11.99

Ø $8.93 HD/DVR receiver

$111.50 - Price protection is at a total of $148 (includes a price lock of $3 for “Advanced TV Service”)

The third person I talked with told me that the "Price Lock Guarantee" was that commencing in month 12 that the bill would be no higher than $148 (plus tax). THAT is the issue...   $111.50 vs. $148 for months 13 thru 24.

I complied with the PLG agreement and once I recieved the first billing statement I called COX customer service to communicate my confusion and concerns. It was the Senior Customer Service Rep (the third person I talked to) who stated the costs for months 13 thru 24 could go that high. Since they would give me no written assurances that my cost would be no higher than the $111.50 per month, I had to cancel my service (the PLG states that if I didn't cancel service it would require arbitration and limit my options for remedy.).

Having been a company owner and working in Quality Assurance groups for 30 years I am astounded at the confusion exhibited and inconsistent statements made by various individuals within the COX organization. It is so bad that I don’t believe it can be attributed to incompetence, but is a deliberate effort by COX to confuse their customer base, get them into an agreement that that allows COX to end up pricing their services at whatever rate they desire, and hamstring their customer by limiting their options for recourse.

Regards,

We are sorry to hear that the customer did not find our previous response satisfactory.  We understand the concerns she has raised and have brought the concerns regarding the website to our Webmaster for review and if necessary correction.  We are sorry the customer received inconsistent information regarding the price for upgrading her service. We’ve provided the appropriate coaching to the representatives she’s spoken with and are happy to apply a $25.00 credit towards her next month’s bills as a show of our commitment to remaining her trusted provider. Thank you for your time and consideration.  Respectfully,[redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

We were sorry that we weren’t able to give the answers that the customer hoped for regarding her pricing and billing. Although we spoke to the customer in detail, she is not pleased with our attempt to assist her, and will pursue her concerns via other channels. As always, we appreciate the opportunity that the Revdex.com presents to us. [redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by moving to a location that Cox was not able to service. At the time of the disconnection, the policy did not allow representatives to waive the early termination fee for the situation. We contacted the...

customer directly and came to an agreeable resolution to the account over the phone. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]
 

size="3"> It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company.
 
We have attempted to contact our customer directly at the e-mail address and telephone number provided on 5/27/16 and 6/2/16. Once we are able to verify the account, we can address their concerns and provide a successful resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region