Dear Ms [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter addressed to the Revdex.com in regards to the quality of your cable service I have conducted a review of your account and have determined the following: Our records show that you have contacted us several times since April 13, to report issues with your cable service We have sent technicians to your home as well as applied approximately $in service credit for the intermittent issues you are experiencing Prior to issuing any additional credits, we would like to resolve your service issue Please contact me directly so that we can arrange a convenient time to have one of our Field Supervisors visit your home My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved.I would like to extend our heartfelt gratitude to Revdex.com for the immediate action in helping us get a favorable response from the business we are complaining about This is the first time I have filed a complaint via Revdex.com and having experienced helplessness, frustration and anxiety going through several layers of front line customer service, it was such a big relief to us having received this positive response from the management of Cox More power to Revdex.com and special mention to Mr [redacted] Regards, [redacted]
Revdex.com: 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 My account is already being refunded and my bill corrected Regards, [redacted]
Revdex.com: 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 previously filed a complaint on 1/8/with ID # [redacted] I had stated that I would accept the companies attempt to resolve the situation with the stipulation that if it wasn't resolved once I met with their Specialist at a Solution Store near me that I would again contact Revdex.comI was not able to meet with the Specialist within the day windowInstead I met with a [redacted] on 2/9/I am attaching correspondence that I recieved when I met with [redacted] and a letter stating my concern with this complaint still not being resolvedI gave [redacted] a chance to call back after meeting with [redacted] yet she has not returned my call since 2/9/Therefore I am conitnuing with this complaintMy hope is that Cox Communications can show a written document showing what I actually owe and that I have paid off any outstanding bills and that I am current on my billAs of now nothing has been made in writing as I had previoulsy requestedThey continue instead to print out the same documentation Regards, [redacted]
Thank you so much for understanding my frustration with this issueI can assure you with no doubt I turn in all equipment to Cox on telegraph Canyon Road Chula Vista CaIt was the fair thing to do, I will be contacting the collection agency to pay off the addition charges Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are having difficulty locating the account referenced in your complaint letter to the Revdex.com If you would please provide the account number or the service address, we will review your concerns and respond accordingly We look forward to hearing from you soon Respectfully, [redacted] Executive Office of the Regional Manager [redacted]
Dear Ms [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed through the Revdex.com in regards to your accoutn balance At this time, we show the current balance on your account is $ For your reference, I have attached your last billing statements that outlines your charges and payments Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Revdex.com: 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 don't believe the Cox rep is up to date regarding my subscriptionPlease note that my subscriptions was reinstated under the conditions that fallow:Discounts would drop my bill to less than dollars a month, (I believe I was quoted at My discounts start from the previous month in which I was charged more than dollarsNo other charges would be incurred including any activation or installation chargesAll of the above were offered by cox cable, However it has not been implemented as promised and they continue to charge me fees that I dd not agree to.] Regards, [redacted] ***
Revdex.com: 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 Well the dates are not actually accurate because the customer did not document all of the calls, and you are not accounting for the fact that when the signal strength is poor, the internet did not work as well, which means I had to pay extra to get verizon wireless data to complete my online courses for schooling, which cost me an extra dollars a month, so I think you should have accounted for that in your pricing and refund, and all of the time I took off of work, and the fact that we had to repair the roof times because they stomped around up there even after I asked them to please be respectful of that, and I could have explained all of this if you had ever actually contacted me and we were able to speak together on thisI have had cox cable for years at all of my residence and until the last years I have never had a more discouraging experience with service, customer service, management lacking follow through, and having to take so much of my time calling, waiting on cox cable to come out, times in one day, including a supervisor who had no idea what he was doing and made everything worseI am quite disappointed and unsatisfied that this is the proposal you have come to and that you still didn't bother to take the time to call me and speak to me as a person, to explain all of the hassle and trouble I have gone through It rained on my bed twice after they got on the roof and stomped around claiming they fixed the problem and left and brought the same junky old replacement box,, and I had to steam clean my bed twice because they ruined the roof I don't really know what to say about this I guess there is nothing more I can do about this, and the lack of being responded to via phone to go over this, is extremely unprofessional I am a busy person as well, but the courtesy you stated to speak with you was not followed throughAnd to offer me roughly 350$ as credit for a duration of 6-months of cable and internet not working 90% of the time is really shocking Regards, [redacted]
Dear Revdex.com and Ms [redacted] : I have reviewed the response made by Cox Communications in reference to complaint ID [redacted] , and have determined that the proposal by [redacted] of the Cox [redacted] Office, Corporate Relations Department, [###-###-####], would not resolve my complaint For your reference, details of the offer I reviewed appear below Mr [redacted] offered me $in compensation for a litany of outages, unavailable service, out-of-pocket expenses, interruption and delays to my service, and other abusesI wholly reject that inadequate, arbitrary, and insulting offerThese are the questions that I asked Mr [redacted] , and now you, Ms [redacted] :Why does Cox offer products or so-called extra benefits that do not work and excuse that fact by calling them "free services"?Why does almost every respected technology company, EXCEPT COX, track customer satisfaction after EACH and EVERY point of contact ?Why does Cox upgrade email servers during PEAK USAGE rather than during minimum usage, i.e2:a.mto 4:a.m.?Why does Cox Marketing portray users as stupid and foolish stereotypes rather than highly respected professionals who use the Internet for business and productivity?Why does Cox support staff fail to take ownership on an issue, and follow it to its conclusion, NEVER keeping customers updated with progress reports?Why does Cox make every excuse possible for technical service issues, including attempting to place BLAME on their SUBSCRIBERS?Why does Cox fail to hold ongoing FOCUS GROUPS to define user dissatisfaction and problems, and correct them?Instead of resolving my concerns, Mr [redacted] , criticized me for not reporting outages even more vigorouslyAs Mr [redacted] expressed it, "How would Cox know that something is not working if you don't tell us about it?" I regret that Ms [redacted] selected a staff member to resolve these issues that is even more incompetent and clueless then herselfWhen I asked that this matter be referred to someone in the Cox Corporate Complaint Escalation Department, I was thinking in terms of a Senior Executive with the ability to reason, think critically, and act in good faithMr [redacted] is not that personHe is a lightweight in every sense of the word.I am 75-years old, suffering from a form of cancer called Multiple Myeloma, which attacks the blood, bones, and other vital organsIt may even cause me to have even less patience with stupidity and poor serviceMs [redacted] , you have not only exhausted my patience and good well, you have shown utter disrespect for the basic principals of customer retention and complaint resolution.Therefore, I am increasing my demandsI want a public apology and compensation of $2,I also want the San Diego Regional Manager to contact me directly, after reviewing your handling, Ms [redacted] , of this incidentThere is a reason that Cox Communications has ONLY NEGATIVE user reviews, and a long list of complaints on various consumer review sitesI am very willing to have this matter marked as UNRESOLVED, to document every one of your lame responses in media releases, and to use social networking to expose how you treat customersApparently "customer service" is not part of your vocabulary Sincerely, [redacted]
Sunday, July 5, 2015Dear Revdex.com and Ms [redacted] : I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action may possibly resolve my complaint For your reference, details of the offer I reviewed appear below, along with my explanation as to why I have temporarily rejected it I will await contact with Cox Communications executive based in [redacted] , [redacted] promised by COB on Monday, July 6, before taking any further actionI sincerely hope that such followup communication and third-party review will enable a satisfactory solution acceptable to all parties.Thank you Ms [redacted] for referring this matter as I had requestedPlease note that I could not accept this as a solution outright before communicating with your [redacted] representative, as such acceptance would prematurely and permanently close this complaint without actual assurance of resolutionHowever, it is in all our interests that this matter be concluded and resolved, and I am optimistic that this may be the end result of tomorrow's discussions.I appreciate your assistanceThank you again Regards, [redacted] Cox Customer Account Number: [redacted] ***Email: [redacted] Voice: ###-###-####On 7/5/at 2:46:PM Ms [redacted] wrote to [redacted] via the San Diego Revdex.com:Mr [redacted] ,I will have someone from our Corporate office in [redacted] call you by COB Wednesday.Respectfully, [redacted] Executive Office of the Regional ManagerCox Communications, California###-###-####
Mr [redacted] , Cox feels that they have provided you with sufficient information to address your Revdex.com complaint At this time, Cox has no further information and/or response to provide Respectfully, [redacted] Executive Office of the Regional Manager ###-###-####
Dear Mr [redacted] , Thank you for this additional information Please let me clarify · 10/16/the secondary account was established o This is the account that your new modem was provisioned on · 10/29/you contacted Cox disputing this account and the self-installation fee o The account was closed o This de-provisioned your modem · 10/30/you contacted our technical support to report that your services were not working o Technical support reconnected the secondary account as this is the account that had the modem assigned § This was not done maliciously only to get your services back up and going · 11/21/you contacted our billing department to again dispute the secondary account o Cox confirmed the error o Referred the account to the appropriate department for disconnect o Also sent feedback to the Manager of the representative that created the error/duplicate account · 11/24/The secondary account was disconnected and all charges were credited to the account · 12/1/Cox received your survey and attempted to reach you o A voicemail message was left at 9:08am PST · 12/2/Cox survey representative Tanya contacted you and addressed your additional concerns in regards to the account error o Tanya ensured that the account was placed in a status (non-serviceable) so that no one can reconnect the account Mr [redacted] , Cox acknowledges the initial error that was created on 10/16/ Again, this has been addressed with the appropriate organizations within Cox to ensure that we take every measure to prevent this from happening again There was no collection activity on your account nor did we report anything to any of the credit bureaus We thank you for your persistence and assure you that this is not a systematic error The reconnect of the account was solely to get your services back up It appears that the representative you spoke with did not thoroughly review the account history Again, we apologize I am available for any additional feedback or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear Ms [redacted] , Thank you for this additional information As a good faith gesture, Cox has applied a 2-month service credit to your account which brings your account balance to zero You may contact our customer service team to arrange for the box swap at your convenience Respectfully, [redacted] Executive Office of the Regional Manager ###-###-####
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 recent changes to your account I have conducted a thorough review of your account and have determined the following: Our records show that on December 22, 2014, you contacted our customer service team to inquire about our TV Economy package Notes on the account indicate that our customer service team reviewed the channels that you had access to but also advised you that you would need a cable box to access these channels Our records show that you declined this service Therefore your cable service remained the same On December 26, 2014, you contacted our customer service team stating that you wanted to make changes to your account During this call you were given options to lower your rate During this call, we added a campaign that provides you 15% off of your cable for 12-months This discount expires December 25, No additional changes to your cable service were made Based on this information, Cox must respectfully deny your request for a credit to your account Please accept our apologies for any inconvenience this has caused you I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear Mr [redacted] and Ms***, 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 contracted rates In reviewing your account, it appears that you spoke with our Customer Service representative [redacted] on yesterday, January 8, [redacted] was able to issue the necessary adjustments to resolve your billing concern Mr [redacted] and Ms***, please accept our apologies for any inconvenience we may have caused you I have shared your experience with the necessary organizations within Cox to ensure our customers are provided with accurate information Please contact me directly with any additional questions and/or concerns regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed through the Revdex.com in regards to your experience in canceling your services Cox would like to apologize for the extensive hold times as well as calls that may have been disconnected Per your request, we have scheduled a disconnect order for your Cox services We have backdated the billing to October 18, Again, we would like to apologize for your experience I am available for any additional questions and/or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Offices of California ###-###-####
Revdex.com: 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 My bill is not corrected as promised and it appears cox is trying to charge me for a year old voice modem that is currently selling for brand new on ebay.It took cox years to tell me I had not returned the voice modem It took days for me to find it.There was no serial number on it so I had no way to tell if Cox ever issued me a modem with the serial number they said was attached to my account.Its the same exact model voice modem, and I could not have possibly got it anywhere else except from cox.So if cox is going to insist on charging me for the unreturned modem after I returned their modem without a serial number (because it had none) then this matter is most definitely not resolved Regards, [redacted]
Dear Ms***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your promotional rate. I would like to apologize for your experience while
trying to resolve this dispute
In order to honor this rate, we have issued a lump sum credit to your account in the amount of $193.00. This is the difference in what you are being billed ($79.10) and what you were quoted ($63.00). This credit will reflect on your next billing statement
Again, please accept our apologies for the delay in resolving this for you. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Offices of Cox Communications, California
###-###-####
Mr***,
Please let me clarify. The second account was reopened to assist with your technical issue. As mentioned, the modem assigned to your internet was provisioned on the secondary account. When we closed down the secondary account, your internet service was disconnected. The only logical way (at the time) to get your services back up and running, was for our representative to reconnect the account that had the equipment assigned to it
Again, we recognized our error and have internally addressed those whom were involved
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
Dear Ms [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter addressed to the Revdex.com in regards to the quality of your cable service I have conducted a review of your account and have determined the following: Our records show that you have contacted us several times since April 13, to report issues with your cable service We have sent technicians to your home as well as applied approximately $in service credit for the intermittent issues you are experiencing Prior to issuing any additional credits, we would like to resolve your service issue Please contact me directly so that we can arrange a convenient time to have one of our Field Supervisors visit your home My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved.I would like to extend our heartfelt gratitude to Revdex.com for the immediate action in helping us get a favorable response from the business we are complaining about This is the first time I have filed a complaint via Revdex.com and having experienced helplessness, frustration and anxiety going through several layers of front line customer service, it was such a big relief to us having received this positive response from the management of Cox More power to Revdex.com and special mention to Mr [redacted] Regards, [redacted]
Revdex.com: 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 My account is already being refunded and my bill corrected Regards, [redacted]
Revdex.com: 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 previously filed a complaint on 1/8/with ID # [redacted] I had stated that I would accept the companies attempt to resolve the situation with the stipulation that if it wasn't resolved once I met with their Specialist at a Solution Store near me that I would again contact Revdex.comI was not able to meet with the Specialist within the day windowInstead I met with a [redacted] on 2/9/I am attaching correspondence that I recieved when I met with [redacted] and a letter stating my concern with this complaint still not being resolvedI gave [redacted] a chance to call back after meeting with [redacted] yet she has not returned my call since 2/9/Therefore I am conitnuing with this complaintMy hope is that Cox Communications can show a written document showing what I actually owe and that I have paid off any outstanding bills and that I am current on my billAs of now nothing has been made in writing as I had previoulsy requestedThey continue instead to print out the same documentation Regards, [redacted]
Thank you so much for understanding my frustration with this issueI can assure you with no doubt I turn in all equipment to Cox on telegraph Canyon Road Chula Vista CaIt was the fair thing to do, I will be contacting the collection agency to pay off the addition charges Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are having difficulty locating the account referenced in your complaint letter to the Revdex.com If you would please provide the account number or the service address, we will review your concerns and respond accordingly We look forward to hearing from you soon Respectfully, [redacted] Executive Office of the Regional Manager [redacted]
Dear Ms [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed through the Revdex.com in regards to your accoutn balance At this time, we show the current balance on your account is $ For your reference, I have attached your last billing statements that outlines your charges and payments Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Revdex.com: 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 don't believe the Cox rep is up to date regarding my subscriptionPlease note that my subscriptions was reinstated under the conditions that fallow:Discounts would drop my bill to less than dollars a month, (I believe I was quoted at My discounts start from the previous month in which I was charged more than dollarsNo other charges would be incurred including any activation or installation chargesAll of the above were offered by cox cable, However it has not been implemented as promised and they continue to charge me fees that I dd not agree to.] Regards, [redacted] ***
Revdex.com: 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 Well the dates are not actually accurate because the customer did not document all of the calls, and you are not accounting for the fact that when the signal strength is poor, the internet did not work as well, which means I had to pay extra to get verizon wireless data to complete my online courses for schooling, which cost me an extra dollars a month, so I think you should have accounted for that in your pricing and refund, and all of the time I took off of work, and the fact that we had to repair the roof times because they stomped around up there even after I asked them to please be respectful of that, and I could have explained all of this if you had ever actually contacted me and we were able to speak together on thisI have had cox cable for years at all of my residence and until the last years I have never had a more discouraging experience with service, customer service, management lacking follow through, and having to take so much of my time calling, waiting on cox cable to come out, times in one day, including a supervisor who had no idea what he was doing and made everything worseI am quite disappointed and unsatisfied that this is the proposal you have come to and that you still didn't bother to take the time to call me and speak to me as a person, to explain all of the hassle and trouble I have gone through It rained on my bed twice after they got on the roof and stomped around claiming they fixed the problem and left and brought the same junky old replacement box,, and I had to steam clean my bed twice because they ruined the roof I don't really know what to say about this I guess there is nothing more I can do about this, and the lack of being responded to via phone to go over this, is extremely unprofessional I am a busy person as well, but the courtesy you stated to speak with you was not followed throughAnd to offer me roughly 350$ as credit for a duration of 6-months of cable and internet not working 90% of the time is really shocking Regards, [redacted]
Dear Revdex.com and Ms [redacted] : I have reviewed the response made by Cox Communications in reference to complaint ID [redacted] , and have determined that the proposal by [redacted] of the Cox [redacted] Office, Corporate Relations Department, [###-###-####], would not resolve my complaint For your reference, details of the offer I reviewed appear below Mr [redacted] offered me $in compensation for a litany of outages, unavailable service, out-of-pocket expenses, interruption and delays to my service, and other abusesI wholly reject that inadequate, arbitrary, and insulting offerThese are the questions that I asked Mr [redacted] , and now you, Ms [redacted] :Why does Cox offer products or so-called extra benefits that do not work and excuse that fact by calling them "free services"?Why does almost every respected technology company, EXCEPT COX, track customer satisfaction after EACH and EVERY point of contact ?Why does Cox upgrade email servers during PEAK USAGE rather than during minimum usage, i.e2:a.mto 4:a.m.?Why does Cox Marketing portray users as stupid and foolish stereotypes rather than highly respected professionals who use the Internet for business and productivity?Why does Cox support staff fail to take ownership on an issue, and follow it to its conclusion, NEVER keeping customers updated with progress reports?Why does Cox make every excuse possible for technical service issues, including attempting to place BLAME on their SUBSCRIBERS?Why does Cox fail to hold ongoing FOCUS GROUPS to define user dissatisfaction and problems, and correct them?Instead of resolving my concerns, Mr [redacted] , criticized me for not reporting outages even more vigorouslyAs Mr [redacted] expressed it, "How would Cox know that something is not working if you don't tell us about it?" I regret that Ms [redacted] selected a staff member to resolve these issues that is even more incompetent and clueless then herselfWhen I asked that this matter be referred to someone in the Cox Corporate Complaint Escalation Department, I was thinking in terms of a Senior Executive with the ability to reason, think critically, and act in good faithMr [redacted] is not that personHe is a lightweight in every sense of the word.I am 75-years old, suffering from a form of cancer called Multiple Myeloma, which attacks the blood, bones, and other vital organsIt may even cause me to have even less patience with stupidity and poor serviceMs [redacted] , you have not only exhausted my patience and good well, you have shown utter disrespect for the basic principals of customer retention and complaint resolution.Therefore, I am increasing my demandsI want a public apology and compensation of $2,I also want the San Diego Regional Manager to contact me directly, after reviewing your handling, Ms [redacted] , of this incidentThere is a reason that Cox Communications has ONLY NEGATIVE user reviews, and a long list of complaints on various consumer review sitesI am very willing to have this matter marked as UNRESOLVED, to document every one of your lame responses in media releases, and to use social networking to expose how you treat customersApparently "customer service" is not part of your vocabulary Sincerely, [redacted]
Sunday, July 5, 2015Dear Revdex.com and Ms [redacted] : I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action may possibly resolve my complaint For your reference, details of the offer I reviewed appear below, along with my explanation as to why I have temporarily rejected it I will await contact with Cox Communications executive based in [redacted] , [redacted] promised by COB on Monday, July 6, before taking any further actionI sincerely hope that such followup communication and third-party review will enable a satisfactory solution acceptable to all parties.Thank you Ms [redacted] for referring this matter as I had requestedPlease note that I could not accept this as a solution outright before communicating with your [redacted] representative, as such acceptance would prematurely and permanently close this complaint without actual assurance of resolutionHowever, it is in all our interests that this matter be concluded and resolved, and I am optimistic that this may be the end result of tomorrow's discussions.I appreciate your assistanceThank you again Regards, [redacted] Cox Customer Account Number: [redacted] ***Email: [redacted] Voice: ###-###-####On 7/5/at 2:46:PM Ms [redacted] wrote to [redacted] via the San Diego Revdex.com:Mr [redacted] ,I will have someone from our Corporate office in [redacted] call you by COB Wednesday.Respectfully, [redacted] Executive Office of the Regional ManagerCox Communications, California###-###-####
Mr [redacted] , Cox feels that they have provided you with sufficient information to address your Revdex.com complaint At this time, Cox has no further information and/or response to provide Respectfully, [redacted] Executive Office of the Regional Manager ###-###-####
Dear Mr [redacted] , Thank you for this additional information Please let me clarify · 10/16/the secondary account was established o This is the account that your new modem was provisioned on · 10/29/you contacted Cox disputing this account and the self-installation fee o The account was closed o This de-provisioned your modem · 10/30/you contacted our technical support to report that your services were not working o Technical support reconnected the secondary account as this is the account that had the modem assigned § This was not done maliciously only to get your services back up and going · 11/21/you contacted our billing department to again dispute the secondary account o Cox confirmed the error o Referred the account to the appropriate department for disconnect o Also sent feedback to the Manager of the representative that created the error/duplicate account · 11/24/The secondary account was disconnected and all charges were credited to the account · 12/1/Cox received your survey and attempted to reach you o A voicemail message was left at 9:08am PST · 12/2/Cox survey representative Tanya contacted you and addressed your additional concerns in regards to the account error o Tanya ensured that the account was placed in a status (non-serviceable) so that no one can reconnect the account Mr [redacted] , Cox acknowledges the initial error that was created on 10/16/ Again, this has been addressed with the appropriate organizations within Cox to ensure that we take every measure to prevent this from happening again There was no collection activity on your account nor did we report anything to any of the credit bureaus We thank you for your persistence and assure you that this is not a systematic error The reconnect of the account was solely to get your services back up It appears that the representative you spoke with did not thoroughly review the account history Again, we apologize I am available for any additional feedback or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear Ms [redacted] , Thank you for this additional information As a good faith gesture, Cox has applied a 2-month service credit to your account which brings your account balance to zero You may contact our customer service team to arrange for the box swap at your convenience Respectfully, [redacted] Executive Office of the Regional Manager ###-###-####
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 recent changes to your account I have conducted a thorough review of your account and have determined the following: Our records show that on December 22, 2014, you contacted our customer service team to inquire about our TV Economy package Notes on the account indicate that our customer service team reviewed the channels that you had access to but also advised you that you would need a cable box to access these channels Our records show that you declined this service Therefore your cable service remained the same On December 26, 2014, you contacted our customer service team stating that you wanted to make changes to your account During this call you were given options to lower your rate During this call, we added a campaign that provides you 15% off of your cable for 12-months This discount expires December 25, No additional changes to your cable service were made Based on this information, Cox must respectfully deny your request for a credit to your account Please accept our apologies for any inconvenience this has caused you I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear Mr [redacted] and Ms***, 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 contracted rates In reviewing your account, it appears that you spoke with our Customer Service representative [redacted] on yesterday, January 8, [redacted] was able to issue the necessary adjustments to resolve your billing concern Mr [redacted] and Ms***, please accept our apologies for any inconvenience we may have caused you I have shared your experience with the necessary organizations within Cox to ensure our customers are provided with accurate information Please contact me directly with any additional questions and/or concerns regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed through the Revdex.com in regards to your experience in canceling your services Cox would like to apologize for the extensive hold times as well as calls that may have been disconnected Per your request, we have scheduled a disconnect order for your Cox services We have backdated the billing to October 18, Again, we would like to apologize for your experience I am available for any additional questions and/or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Offices of California ###-###-####
Revdex.com: 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 My bill is not corrected as promised and it appears cox is trying to charge me for a year old voice modem that is currently selling for brand new on ebay.It took cox years to tell me I had not returned the voice modem It took days for me to find it.There was no serial number on it so I had no way to tell if Cox ever issued me a modem with the serial number they said was attached to my account.Its the same exact model voice modem, and I could not have possibly got it anywhere else except from cox.So if cox is going to insist on charging me for the unreturned modem after I returned their modem without a serial number (because it had none) then this matter is most definitely not resolved Regards, [redacted]
Dear Ms***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your promotional rate. I would like to apologize for your experience while
trying to resolve this dispute
In order to honor this rate, we have issued a lump sum credit to your account in the amount of $193.00. This is the difference in what you are being billed ($79.10) and what you were quoted ($63.00). This credit will reflect on your next billing statement
Again, please accept our apologies for the delay in resolving this for you. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Offices of Cox Communications, California
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Mr***,
Please let me clarify. The second account was reopened to assist with your technical issue. As mentioned, the modem assigned to your internet was provisioned on the secondary account. When we closed down the secondary account, your internet service was disconnected. The only logical way (at the time) to get your services back up and running, was for our representative to reconnect the account that had the equipment assigned to it
Again, we recognized our error and have internally addressed those whom were involved
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California