Cox Communications, Inc.

September 26, 2014

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Revdex.com – Complaint ID [redacted] – [redacted]

We would like to thank our customer for bringing his refund concern to our attention.  The complaint that was filed with the Revdex.com was directed to my attention for research and resolution.  We are sorry to hear that our customer felt that he had no other recourse than to contact the Revdex.com to get these concerns resolved.  We would like to apologize for the challenges that he faced while trying to resolve this issue.  It is always our goal to assist our customers to the best of our ability and provide excellent customer service. 

Upon receipt of this complaint, our customer’s account was researched thoroughly.  We found that the credit balance on his closed account had not been dropped to our weekly refund report.  This was done and a commitment was made to mail the check out on 9-26-14. 

We want our customer to know that we appreciated his patronage.  If he has any additional concerns, he can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted]     

Sincerely,

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

I am not sure [redacted] read the original complaint.  My issue was with the sales the sales representative [redacted] who assured me that my bill would not adjust or change.  I had advised of the recent experience with [redacted] and he assured me nothing would change, that's the bait and switch tactic I originally wrote about.  I did cancel my service due to the lack of attention or response from [redacted] as well as the staff at the local office in Surprise.  I am in the process of canceling the internet also I am looking for a quality company that will honor the original terms.  

Regards,

[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,

Ron G[redacted]

We were sorry to hear that a customer experienced confusion on his billing.  In an effort to address all the concerns that the subscriber brought up to your office, we attempted to reach him by phone, but were unsuccessful.

 

We advised the customer in our phone message that his...

equipment charges were reversed on July 15 of this year, and also advised that we have waived the $8.00 late fee.   Review of the customer’s ledger indicates that the customer is being charged the monthly rate that he indicated in his message to the Revdex.com.   While we cannot go into detail in our Revdex.com response to address the customer’s questions on his monthly billing, we do suggest that he contact our Billing Department at [redacted]Call: [redacted], at his convenience.  Our knowledgeable and friendly agents can address all of his questions and concerns.

 

We hope this information has been helpful to the Revdex.com, thank you.

 

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

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 still not been reimbursed for the $168 I spent on equipment charges. 

Regards,

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 his attempts for an adjustment to his bill for the difference in the modem purchase quoted and actually...

charged.  We sincerely regret the inconvenience that he experienced with our company.We contacted our customer to apologize for the inconvenience and time it took to resolve this and as a courtesy an adjustment to his billing was made.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue.   Sincerely,[redacted] / Office of the General Manager / 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.First and foremost their explanation is not correct. After several calls and and lies by their techs we were able to ascertain that the outside connection was never made on the day and time they claimed. We spent two days after they explained that the T.V. connection had been made, attempting to find the problem. We also spent two days waiting for a contractor to come to our home. This was supposed to be a simple transfer. We found out from the previous owners that the connection was just recently disconnected. I was also able to ascertain that for whatever the reason, the connection was not made, even though they claimed it was,  until the contractor who showed up made the appropriate connection. This was after several days of our original call and several calls to all types of Cox employees. Although they were all courteous no one seemed to get a handle on this problem which was easily remedied when the serviceman finally responded. This was also after threats by them (Cox) that if they came and found the connection was made, we were then liable to pay. What a way to treat customers. We were also denied the right to speak with a supervisor after many requests.This is our second runaround by Cox. In October of 2009, I sent a complaint to Cox regarding their service and lack of it at [redacted] This letter was sent to their Technical support team and I still have a copy of that complaint. Again they wasted valuable time of ours,  when we were out there on vacation. They failed to even respond to our letter. That problem went on for four days. I will send you a copy, if necessary. In summary, this is an annoyance which we really do not need.  Cox appears to lack as much in customer service as in their ability to complete an accurate investigation. In my humble opinion,they seem to fail at their service to their loyal customers, which we have been for many years. I believe their offer is insulting and we're just a nuisance to them. However, we will not accept their trivial offer at this time. Regards,[redacted]

[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.]

[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,[redacted]

We would like to thank the customer for taking the time to file their additional concerns regarding his Cox account and promotional discount. As a service oriented company we welcome the opportunity to address our customer’s concerns and feedback. Although attempts to reach our customer by telephone were unsuccessful, we were able to speak with our customer via e-mail following the receipt of this rebuttal. After making initial contact we received a copy of the advertisement in question from our customer and had one of our Sales Department Supervisors make direct contact with our customer in an attempt to honor the promotional offer they received. Regretfully, following this discussion our customer has advised us they have opted not to accept the promotional pricing discussed by our Sales Department Supervisor.
While we understand our customer’s frustration, we would like to assure them that we will make every effort that their feedback regarding their experience is addressed with the appropriate leadership. Despite our customer advising us of their dissatisfaction with this experience, we truly hope to continue a positive business relationship with our customer moving forward.
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 Escalations Cox Communications

Cox email does not work well with [redacted] computers. I was told the problem is with [redacted] and not Cox. Cox used to work fine with [redacted] mail. Problems arose after Cox had a series of server problems and it had to replace many of them. As far as I am concerned, Cox should have done everything possible to get its email to work with [redacted] Mail.

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

Center.  Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to cause her any frustrations.
Upon receipt of this complaint we were able to locate the call in question from 5/6/16 and review the call directly. We would like to assure our customer that we take their feedback regarding this call very seriously and have submitted their feedback to the supervisor of the agent in question for coaching. Additionally, we were able to confirm that once our customer opted to escalate to a supervisor on 5/6/16 that their disconnection of service was scheduled as requested. We are confident the issue at hand has now been addressed.
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.
George
Executive Resolutions
Cox Communications

May 6, 2016—Revdex.com complaint# [redacted]—C[redacted] T[redacted]
...

We were sorry to hear of the confusion that the customer experienced with his account.  Due to the concerns that he brought to the attention of your office, we reviewed his account.  Our records indicate that the equipment was removed from the account, and the client has no charges on his ledger for the mini box.  Our records also confirm the customer has disconnected his service and no longer subscribes to our services.
Should the customer have any further questions regarding his account or billing, he may contact our Customer Service Department at [redacted]. 
Thank you for the opportunity to assist the customer.
Catherine/Cox Communications Executive Offices/ Arizona

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 Communications has given a detailed report of the communications they want to acknowledge, but only those in their favor.  They failed to acknowledge my multiple calls to their customer service and every single call I was given different incorrect information by their representatives.  I called 4 times and 4 times I received different information regarding what was owed or why I was being charged for April when I disconnected in March...  Being charged for a full month AFTER my services were already disconnected per my request.  Being charged for a few days of service after my original disconnect date because it took their technician a few days to drive to my old residence and actually disconnect while the residence is vacant. If it takes them 1 day or 1 year to send a technician to my old residence to disconnect, that is not my problem, nor should I have been charged for it. Being charged for non return of equipment when I never had any equipment in the first place to return. Its all nonsense, and clearly shows Cox Communications is just trying to scam people for any dollar they can. 

I never once received a past due notice on my account, and I faxed over evidence that my January bill was paid after filing this complaint and speaking with Cox again. I'd also like to point out they have not acknowledged my faxed proof.  This is a company that clearly does not train their employees and does not care about their customers. They especially do not care about a customer that has closed their account due to moving out of their service area.  Also their response is incorrect, there is a ZERO balance on my account.  After being harassed 3x a day on my cell phone for weeks by their customer service I finally gave in and paid their $75 they said I was past due, I have proof of this as well. Though I know this debt is incorrect and they are stealing my money, they had put me into collections and were threatening my 825 credit score.  I am not willing to have a blemish on my perfect credit due to their incompetence.  I now expect my $75 to be refunded, i wasn't willing to risk my credit because they can't read a computer screen. This customer treatment is unacceptable. 

We were sorry to hear of the confusion that the customer experienced with her bill.  We reviewed the account and corrected the discount code to a 12 month campaign, as the customer was originally advised by our Sales Department.  We contacted the consumer directly by phone and advised her...

that the corrections have been made to her account.  We apologize again for the misunderstanding, and sincerely regret the inconvenience the client experienced with our company.

[redacted]/Office of the General Manager/Cox Communications Executive Offices/ 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],  Please withdraw my complaint.

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.

The reason I reject is that I am told that the new monthly amount is 40 cents more than my current rate. Even though that would go for 12 months, I request the exact same rate as I currently pay every month. Also, I would like some technical person at Cox' end to check that my speed is truly the one that Cox says I receive and pay for. 

Again, I request the same rate that I already pay and accept the 12 months as I was told. But I refuse to pay 40 cents more. May sound like a ridiculous amount, but if that is done to every costumer, then it is clear how much more money goes to Cox and I call that fraud! 

Feel free to call me again on the number that I provided and we can certainly discuss this within a few minutes. I was unable to return the call, because I was working and had a lot on my mind. 

Thank you. 

Regards,

We are sorry to hear our customer was negatively impacted by the issues with their equipment return. Since a telephone number was not provided in the original complaint, we have attempted to directly contact the customer by email to provide our contact information so we can address the issues at...

hand. 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

[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,

They are the 2nd worst company that I have ever dealt with. (APS being the worst). They draw you in with cheap prices and then double charge you with no notice and then you have to spend hours on the phone to get your money refunded, while your bank account is drawn down more than you expected. The refund isn't really a refund it pays down the next months bill. Mean while they treat you like dirt and act like they don't care. I hate them and I wish they would go out of business. Customer service is no were to be found this this crappy company, that is why I am leaving for good. Hello Century Link.

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.  I don't expect anything to be done by Cox at this time, but was getting different answers to same question each time I called.  This made it difficult to make my decisions on what Cox plan was best for me.  I have heard this same complaint from other people, also.  People I have talked to were not happy with the service from Cox and have changed to other services, i.e. Direct TV, ect.  Cox employees need to get on the same page when they give out information, so there is no confusion.  Regards,