Cox Communications, Inc.

When I see the credit on my bill I will accept. Until then, I am dissatisfied with the way I was treated.

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.

 

Regards,

We apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to stop mailed ads.  We sincerely regret the inconvenience that he experienced with our company.We spoke with our customer to confirm his request was received and it...

could take 30-45 days for the ads to stop due to the printing lead time.  We assured him we would address the coaching opportunity so that our agents can provide correct information as to how long it can take to stop the mail.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]

As I said before I am handicapped so I do not talk well. Email is my best form of communication. I received credit for one service call and one install but not the second one. I am still owed credit for $50. Furthermore my bill should be $249 not $301 so there is proof. I know there is no documentation but I know what free items I was told. Maybe you should educate your technicians as I'm sure Ill have another issue in the future. I was told one year free for the modem rental because of the many calls I had to make. It was your so called skilled who had me believe the problem was the service or Cox end for a month and 3 service calls. Next time Id recommend know when the modem is the problem first. I do not need or want HBO but at this point Id like what was said. Now I believe with this trouble Cox should credit me the uncalled for $50 service fee and a credit for this illogical complaint. I am probably going to knee 2 digital boxes for $2.99. What can you do there too? Before another issue.
 
ONE TIME CHARGES AND CREDITS$175.00

Professional Installation - TV Mar 30 $50.00
Service Appointment Mar 30 $75.00
Professional Installation - Internet Apr 04 $50.00

I am accepting the resolution because there is no other solution.  While courteous, their repeated insincere apologies are tiresome.  Their billing practices are suspect.  I have never received anything in writing to confirm conversations, discounts, discount expiration dates, etc. so I have never been able to dispute their charges.  No one should ever have to make 6 or 7 phone calls to understand a bill, search two different bills in your online account and then call to know how much is owed for that month.  I was told that discounts and expiration dates could be found on my bill, but not the day I looked.  I called, again, and was told that I will be notified in teeny tiny font somewhere in the middle of one of the bills a month before they increase your bill by whatever amount they ‘say’ you agreed to. Unfortunately each person you talk to contradicts any and all previous ‘customer care’ representatives as each one parses their words.  For a communications business they don't do that very well.  I don’t know how much of this is legal and how they stay in business.  Customer care?  Not.

Regards,

Attached is Cox's communication from the above address and my reply. This matter is not resolved. Thank you.

April 28, 2014

face="Calibri">Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that the customer experienced with payment on his account. 

In the complaint filed with the Revdex.com, the subscriber is asking for our company to eliminate the $170.00 bill he has incurred.  The customer also requested that we wait until April 2 for his payment.  (We believe the customer intended to ask for payment arrangements for May 2.)  

We are unable to eliminate the $170.00 bill as the charges are valid, and we have no support to waive this bill.  While our Billing Department is able to set up payment arrangements with customers under specific circumstances, our records confirm that the subscriber has already made arrangements with our Collections Department.  Because the customer has already discussed payment arrangements and the disconnection work order was extended through [redacted] on our Collection Team, the subscriber is obligated to the prior agreement that he has already agreed to with our Collections agent.  

We sincerely regret that we were not able to give the answer that the customer hoped to hear.  We always appreciate the opportunity given to us by the Revdex.com to assist a customer.  Thank you.
 

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

March 17, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding the billing and service issues described in her complaint.   Please let me begin with an apology for any...

inconvenience she experienced.  We certainly do not want to cause her any frustrations. The customer subscribed to the starter and expanded tier and on September 20, 2012  called to remove the expanded tier of channels which lowered the monthly rate.  Then on May 21, 2013 the customer called and re-added the expanded tier which would cause her monthly rate to increase. From September 20, 2012 to May 21, 2013 the customer was not charged for the expanded tier.  On June 3, 2013 the customer inquired about lowering her monthly rate and was given a promotion that discounted the services 20% for 12-months.  Occasionally the customer would miss a payment and the next bill she would receive would be for two months; hence any increase the customer might see. The company is happy that the customer has chosen us to be her service provider and hope that will be the case into the future.  But if the customer chooses to disconnect service she won’t be charged for service once the disconnect has been completed. On the customer’s December 2012 bill the company did inform the customer 30 days in advance of a rate increase.  This customer’s monthly rate was not affected by the rate increase. 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

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,

We would like to thank the customer for taking the time to file her concerns regarding the installation of additional outlets and the subsequent problem with her phone service.   Please let me begin with an apology for any inconvenience she experienced.  We certainly do not want to...

cause her any frustrations. When a customer orders Contour whole home DVR service the signal strength coming from the pedestal outside to all interior cables must be perfect.  The technicians that were out ran a test and determined that the home needed to be rewired in order for the customer to experience the excellent quality of Contour.  The customer did not want the cable ran on the outside of their home and wanted the technicians to fish the cable through the interior walls however they have vaulted ceilings and the technicians had some reservations about the space constraints the vaulted ceiling posed.   One item I want to clear up is that this company would never tell the subcontractor to leave a job they were assigned too but would tell them to complete the job as ordered.  This company fishes cable through interior walls even if the home has vaulted ceilings.  Besides, the contractor does not get paid unless the job is completed nor would the company suggest that the customer should seek a competitor for service. On April 11, 2014 Ms. Guevara called and spoke to a technical support agent regarding her phone not working.  After speaking with the customer for a few minutes the agent informed the customer that she was waiting to hear back from dispatch on weather a technician could be sent out that day and was fairly certain that it could be done.  She also told the customer that it would take 15-20 minutes before she would receive a response.  The dispatcher responded to the agent that a service call would need to be scheduled and the next available appointment was for the next day.  The dispatcher would still attempt to find a technician that would be able to go to the customer’s home the same day.  Unfortunately there were no technicians available.   The customer called back at around 8:20pm and spoke with an supervisor stating that a technician was supposed to come out.  The agent politely informed the customer that at this time of night there were no technicians available.  The customer became upset and insisted that a tech be sent out that night.  This agent did tell the customer no a few times in a row but was only responding to her demand that a technician be sent out. There are several things that could have been handled better.  The agent she spoke to who was awaiting a response from dispatch, should have informed the customer that there were no guarantees that a technician could be freed up from other scheduled jobs. The techncians that were there to install contour should have informed their supervisor of the problems they were encountering and the supervisor should have joined them to determine what could be done to overcome the obstacle. We appreciate the customer’s feedback.  Without that we would not know what areas we could improve upon. We are also pleased by the customers’ choice of their service provider and have issued a month’s credit. 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

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 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 was contacted by [redacted] several times by phone and returned his call each and every time he called.  I even stood outside in the heat attempting to call him back on my lunch hour since we cannot receive personal calls at work.  He was not available.  I left messages as to when I could be reached.  Last Friday I was home early and had left a message informing him when I would be available.  I even called his number and sat on hold in excess of 30 minutes.  He returned my call after I had already left and after the time I told him I was available.  I was finally able to pay my bill online last Friday. What this company needs to address is their poor customer service.  No one from their resolution department is ever available to take your call and their regular customer service people tend to be rude and unhelpful.  I am not sure what can be done at this point to resolve the issue.  Apparently they just expect their customers to deal with bad customer service and keep their complaints to themselves because I have complained about this before and have always been assured that they would "coach" whomever but nothing ever changes..  I am so glad my employer expects more from us.Thank you.

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.

When I first called Cox on May 1*, 2014 and spoke with [redacted] regarding "bundling," he said the monthly fee would be $99 until I made changes.  [redacted] just wrote I am paying $*4.99 for my upgrade to a speed of 5 and in six months the charge will be $47.99 aside from my phone and TV plus fees (whatever they are) and taxes.  I don't understand why an upgrade from a speed of 1 to a speed of 5 has to increase $1* at the end of six months.  My complaint is why was I told one thing on the original phone call and then end up paying so much more.  I would have contacted other companies to compare prices, not just assumed Cox would be the best.  My other complaint was in being told by the supervisor in Oklahoma I would receive a return phone call with prices within 48 hours and then nothing.  Also, no one ever said one word about a Price Lock Guarantee.  What is that?  I'm very disappointed in Cox.  [redacted]

Regards,

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our...

customers concerns regarding their home security sales experience. It is never our intention to cause frustration for our subscribers.   
We contacted our customer directly in response to the concerns that he brought to the attention of your office.  A thorough review of the account shows that our customer activated our home security service in November of 2015.  At the time of the installation there were not any disputes on the equipment being installed.  The customer was contacted in February by one of our Security Supervisors to address his camera and equipment concerns, and we understand that he was not happy with the outcome of this interaction.  While it is always our goal to provide 100% satisfaction to all of our clients, we were not able to provide the subscriber with the information that he was looking for. 
 
We apologize that the client is not satisfied with the service and the answers that we have given to him.  If the customer would like to speak to our Home Security Team, he may call us directly at [redacted]
 
We hope this information has been helpful to your office.  Thank you.
 
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

I was forced to get cox when I sold my home & moved into an apartment in March 2015 as direct tv was unavailable. I moved into my new home Oct.27th. I had originally set change of location of services for the 24th but things changed so I postponed it to 27th - Cox first turned off Internet -got that fixed then tv another call - then my phone- which took two days & several calls to fix. I received no compensation- then when they hooked up service at my new home they drilled holes in my newly remodeled walls -let them uncovered with enough cable for two rooms at one tv.I had to get someone else to come out - more of my time wasted - no compensation. Then they began charging me for the old residence & new- this took several calls & much anxiety & frustration to finally get fixed. I couldn't deal with this incompetence any longer so I cancelled service & returned there equipment on the 24th of Feb.- I was told by rep when I cancelled I would have a credit coming which I deducted from bill & paid - now they are charging me for services from February 24 - March 5 th & say I owe $120 for early cancellation- I cancelled because they are terrible & service stinks- now they are harassing me calling my cell phone day & night
I feel I owe them nothing - they should be compensating me for the many hours I have wasted with there in competent reps.

Terrible customer service! Was sold into upgrading with the explanation that I could go back to my old plan if I decided. Well I wanted to change back to my old plan and now they are telling me that I can not get my old plan back. Not happy that I was lied to.

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by equipment charges from an older account. We have reached out directly to the customer and came to a successful resolution. Thank you for your time and consideration. [redacted]...

**Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I have been waiting over a month for Cox to transfer my service in a move. I have been a customer for over 20 years and feel like I am getting the runaround. They say the line to the house is cut and needs replacement but should not take this long to get it done. I am without a land line or intranet and am an older person with a hearing impairment.

We appreciate our customer taking the time to voice their additional concerns regarding their recent complaint. As a customer service oriented company we take great pride in assisting our customers and we welcome the opportunity to help our customer. Regarding our customer’s concerns, we completely understand their frustration regarding the promotional discount they may have seen on our Web site. While we understand the pricing they may have seen is very favorable, we regret to inform them they are not eligible based on their existing services. As we discussed in our initial response to this complaint, after extensive 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.Additionally, we made multiple attempts to speak with our customer by both telephone and e-mail to try and address their concerns directly. Unfortunately, our customer did advise us via e-mail that unless we were contacting him to honor the promotional rate he was requesting, then he did not wish to discuss anything further with our department. In the interest of respecting our customer’s wishes, we did not make an additional attempt to contact our customer directly in response to this rebuttal. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox 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. I would like an explanation of what I receive!!  My bill is $129.99 for 3 years from 8/16/16???  I have everything I had before plus gigablast internet?? Please do not be vague. My bill does not reflect any changes yet 

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.

Cox Communications has a monopoly in my area for a cable company that does not use a DSL line or a "dish." They use a cable line or broadband. This kind of monopoly appears to be a violation of the [redacted] and the [redacted] because I am forced to use Cox, there is no other company where I live I can use. This also violates the [redacted]. Since I have to use them, I am forced to any pricing they decide upon without notice. Their promotional rates or reasons for increases are not advertised on their website. I was never notified for an increase from $100.00 a month when I was first a customer to $163.00 a month. The increase does not improve or increase the services I get from them, telephone, television or internet. In fact, when I spoke top them, they told me they would cut my service because I complained to the Revdex.com. They told me my increase should be up to $220.00, and that they are doing me a favor by getting the $163.00 for another year because I told them I am a senior citizen on a fixed income. When they raised the price to 163.00, they did so without my permission or knowledge. They told me I don't have to use their services, that I could find another company since I do not agree with their pricing. But I cannot use another company. Having a monopoly in my area does not allow for fair competition.

 

I have asked them to lower their prices back to the $100.00 a month that I was paying before, and they refused. I have asked about their monopoly, and they told me that the [redacted], [redacted] and the Revdex.com have no control of cable companies. They told me I would have to hire an attorney. There seems to be no outside group that regulates their company. I was told they are a private company, and that they can do whatever they want as far a price. I was told if I lower my internet speed, I would wind up paying more because they gave me a bundle price. This is crazy!

Regards,