Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show you agreed to the $promotional offer for the following services for months: Ultimate TV serviceEssential Cable (TV starter and Expanded service)Movie PakSports/Information packageVariety Package CinemaxHBOShowtimeStarz Free rental cable receiver Ultimate Internet Service Premier Phone Service In reviewing your account there were additional services that was added onto your account that is NOT part of the promotional offer as follows: Record DVR service $19.99Cox Service Protection Plan $6.992nd cable receiver rental $8.50Pano WIFI modem rental $· FCC fee $$Total additional fees that is not part of the Promotional offer Due to the additional fees your monthly rate before tax is ($+ $49.29) = $and after-tax total is $ Please be advised that we always tax for cable and phone services Therefore, even though you were quoted $129.99, if you did not add the additional services, your monthly rate would be a little over $because of the taxes Additional discounts were added to your account today for the next months as follows: $off DVR service$off WIFI modem rental Therefore, your new monthly recurring charge before tax is $and after tax total is $ We apologize that our various representatives did not explain the pricing to you correctly We will provide the proper coaching and feedback to the various representatives that you spoke with Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team Federal BlvdSan Diego, CA Tell us why here
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show that you have the Cox premier internet service We apologize that you are having data speed issues We would like to schedule for a technician to come out to your residence, free of charge, to troubleshoot the issue and get this resolved for you Please contact our department directly at [redacted] if you would like to set up an appointment Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team - California Tell us why here
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] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show that when you upgraded to Cox internet and phone service on January 23, a $deposit was requiredHowever at that time you had a balance of $from your January 15, statement (please see attached) So when you paid the partial $deposit with your [redacted] card, it was automatically applied toward your unpaid billing statement, which left you remaining statement balance of $ The $Deposit is for the following: Internet and Cable Service Deposit $50.00Phone Deposit $50.00Cable Box Deposit $50.00Modem Deposit $ (Attached is a copy of your February 15, statement with the deposit charges and adjustment.) Your monthly estimated recurring charge, after tax total is $for months Please be advised that we didn’t receive a payment in February and a partial payment on March 4, for $ At this time, you have a current balance of $that is due to Cox No adjustments or credits will be applied onto your Cox account I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm Tell us why here
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 had previously talked to a tier person previously and at that time they did not resolve my issue nor help me to configure their modem Rather then continually dealing with the company I decided to cancel my service at an alternate address and repurpose the equipment from there Since they were unable to get my equipment properly working including having sent a tech out for a charge of $55, I would appreciate it if I could get re-imbursed for the $tech visit and the rental charge of $for the modem that I did not want and did not suit my needs.] Regards, [redacted]
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers First and foremost I would like take this opportunity to apologize for your recent experiences with our HomeLife Security services I also would like to apologize that you have attempted three times to get the issues resolved with no avail I have contacted you via phone on November 29, to attempt to rectify the ongoing issuesOur records show that your Homelife services is still active Before I disconnect your services I need to get your authorization over the phone At your convenience can you please contact me at 877-982-5917? I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm Tell us why here
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers As we stated on our initial Revdex.com response - Our records show that we have issued several credits onto your Cox account since you started service with us of a total credit balance of $ No further credits will be applied onto your Cox account We value you as our customer and wish to continue our relationship with you However, if the quality of the services you are receiving is not to your satisfaction, we certainly understand if you want to explore other service providers Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team Federal Blvd San Diego CA Tell us why here
Dear [redacted] ,Cox Communications (Cox) is in receipt of your second “rebuttal” complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers.It was a great pleasure speaking with you on May 5, Per our phone conversation,you have agreed to provide me a copy of your Cox receipt regarding the returned Cox equipment(s) including the modem you purchased I received a copy of your receipt on May 9, and I have submitted it to the retail Manager for research Once I hear back from the Manager, I will give you call over the phone, with our findings.I have also agreed to credit the two self-activation fees that were charged onto your Cox account The credit adjustments will reflect on your next billing statement Plus, I have applied a couple of additional discounts onto your account for months to assist with lowering your monthly recurring chargesI am available for any additional questions and/or concerns you may have regarding this letter My office hours are 9:00am to 5:30pm, Monday through Friday.Best Regards,COX --------------------------------------------------------------------------------...⇄ [redacted] ***), Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] ***Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm
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 The reply is a blatant LIE If I have to, I will subpoena that tape I told the representative that I was also recording that call, and that I had my identity stolen, and that I would prefer to NOT give my number out She stated that there would be a deposit, and I said that would be fine I NEVER gave my social, and I swear it, and I can prove it.I am OUTRAGED by the response from the COX representative I have every call with Cox recorded as well I just replayed it, and I also replayed a conversation I had with [redacted] from weeks ago where she acknowledged the entire situation, and advised me that Cox ran my credit TWICE.If they do not remove inquiry, I will proceed with ALL legal recourse, and they will pay my fees I will also notify the FCC and the L.ATimes Regards, [redacted] ***
Dear [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show you made a Cox payment of $on April 14, however your services was disconnected on April 18, At that time a credit adjustment of $was applied onto your account toward your cable and internet services After your services was disconnected a prorate credit of $was applied onto your accountThe balance of $was for services rendered A refund check will be sent to you via mail Please allow up to weeks to receive the check I am available for any additional questions and/or concerns you may have regarding this letter Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] [redacted]
Dear [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 billing concern In reviewing your account, it appears that you contacted our corporate offices via email and worked with *** Per the email communication, Megan advised you of the credits applied to your account as well as the remaining balance of $for internet service Please accept our apologies for the inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your former Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]
Dear [redacted] , Thank you for allowing Cox the opportunity to serve your communication needsWe are in receipt of your complaint letter filed with the Revdex.com in regards to the alleged damage claim that occurred during your install on November 21, I would first like to apologize for the delay in resolving your issueToday, (January 12, 2016) I have emailed the Supervisor of our contract labor team to contact you within 48-hours from todayIf you are not contacted within this time frame, please contact me directly Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customersOn February 20, I attempted to contact you via phone at [redacted] and was only able to leave a voicemail In my voicemail I provided the following information: Your January 29, billing statement of $is for months of service from December 28, through February 27, with an additional $reactivation fee Our records show on February 7, we received the unreturned equipment(s) therefore the charge of $was credited back onto your Cox account The credit adjustment covered the balance from your January 29, billing statement of $and there is now remaining credit balance of $on your Cox account The credit adjustment of $will reflect on your next billing statement that will generate on March 1, If you have further questions or concerns regarding your Cox billing, we encourage you to contact our customer service department at Best Regards, [redacted]
[redacted] Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Unfortunately our records show that you have two cable boxes that have not been returned from your closed Cox account# [redacted] - This is why you have write off balance of $The two boxes that have not been returned have a serial numbers Below are the serial numbers for the two cable boxes that need to be returned to Cox [redacted] Please be advised that once the cable boxes have been returned to Cox then the equipment charge of $will be credited back onto your closed account You can return the Cox equipment at any Cox Solution Stores in San Diego/Oceanside I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll free Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm Tell us why here
Dear Mr***, Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers This letter is in response to your complaint regarding Cox High Speed Internet service, your monthly data plan, and Cox’s introduction of data usage billing As background, Cox offers a variety of High Speed Internet plans to meet the particular needs of its customers These plans offer speeds ranging from 5mbps download/1mbps upload to mbps download/30mbps upload service, and we are currently expanding Gigabit service across our markets All plans above include one terabyte (1TB) of data usage per month, and we also offer customers the option of 500G and Unlimited data apackages to accommodate individual needs Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle As Internet usage is currently doubling every two years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers Cox also provides the tools customers need to monitor and manage their data usage For example, Cox provides a data usage meter on cox.com and on the Cox Connect mobile app that allows customers to track their household’s data usage and amount of data remaining for the monthly billing period This is an easy way to check your household’s total monthly usageCox will also attempt to provide browser alerts and email notifications when you reach 85% and 100% of your monthly plan, and customers have a grace period of two billing cycles when data usage billing begins in your market Other online tools are also available to help you better understand and estimate your household’s monthly data usage, so that you can proactively manage your activity We anticipate that less than two percent of customers will exceed the monthly amount of data included in their service plan The list below gives a number of examples of just how much you can do with a terabyte of data in a month without exceeding the plan: Watch two-hour HD movies Watch half-hour standard definition TV shows Watch 1,three-minute videos Surf the web for 3,hours Listen to 30,songs that are 4-minutes long each For more information on these tools, data usage, plans and more examples of all the things you can do with a terabyte of data in a month please visit www.cox.com/datausage While monthly included data is not new for our Internet service plans, Cox, like many Internet service providers in the industry, is making changes to bill for blocks of data used by customers in excess of 1TB in your market However, we expect minimal to no impact for the vast majority of our customers, and for those who use data in excess of 1TB per month, we offer upgrade packages at a significantly lower cost than through standard overage charges We trust that the tools referenced above will be of help to you in managing and understanding residential broadband data usage, and we hope this information alleviates your expressed concerns You are a valued Cox customer, and if you have any additional questions concerning data allowances or usage billing, please feel free to contact Cox at (888) 269- Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team Federal BlvdSan Diego, CA
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers We truly apologize for the delay in installing your Cox internet services at your residence Once we received your complaint through the Revdex.com, we escalated your concerns to our Field Operations Team in San Diego on December 18, Our records show that our Cox technician went to your residence on December 19, and successfully installed your internet services At this time, we have waived the installation fee of $and applied a credit adjustment toward your first monthly bill of $ Please be advised that a credit adjustment of $will reflect on your next billing statement At the meantime, we are investigating as to why it has taken several weeks to have your internet services installed We will be providing the proper coaching/training/feedback to the proper team/representative Best Regards, COX --------------------------------------------------------------------------------...⇄ The Executive Escalations Team – California Federal BlvdSan Diego CA Tell us why here
Our records show that when [redacted] upgraded his services, we billed [redacted] twice for the data installation fee of $($total) on his May 19, billing statement (labeled as installation charges) On his June 18, billing statement, Cox credited both charges (labeled [redacted] installation fee credit)I have also attached his billing statement prior to the installation fees being billed which shows he was already past due $prior to install (labeled [redacted] bill prior to install charges) The customer’s account was disconnected for non-payment on July 8, This triggered the customer to call in to advise us that the account was now to be billed as a bulk account and should be switched into a different name ( [redacted] ***) The customer states in his complaint letter that he overpaid on the account prior to the bulk transitionHowever, the customer continued to carry the $past due balance that was established prior to the installation fees being billedTherefore, when we corrected the billing on the account (backdated the services to May), he still owed the $which as a good faith gesture was credited Cox does not have record of every advising the customer that he/she was due a refund
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 kathey I think it was, I am sorry for this but I have already been on the phone with your group and there has not been consistent in any of the conversations that I have had with all the reps from Cox collection and the Collection AgencyCOX will not give me the information and what information is short and lacks any supporting factsBecause of that, I am asking for your help here to bring to light the truth of the matter and resolve this confusion and hopefully correct any errorsI agree that there was that was due you at the time of my request THE CUSTOMER to disconnect service and ran a month behind most of the time as it was very expensive, and wished I has known that it really was not the best and fastest, but you were the only provider I has purchased from and I believed youI think you also billed a month in advance.Please help me figure this out.What was the adjustment for on my last bill in MAY 2014? DID I get the days to pay before the account was sent to collections? Regards, [redacted]
Dear [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers I apologize on behalf of Cox that you do not feel valued as our customerDue to your inconveniences and recent experiences with us, I would like to take this opportunity to regain your faith in Cox Please contact me directly at so I can set you up with an appointment with my senior technician to come out to your residence to set up your [redacted] services and install a mini box at your upstairs TV Since we are also replacing your existing box, please ensure you watch all your recordings before we replace your existing box I will also waive the installation fee when my technician comes out to your residenceI look forward to hearing from you I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 9:00am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] [redacted] toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm
Dear [redacted] ***, Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.comLet me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attentionDoing so allows us to improve the quality of the service we provide to our customers Our records show that you upgraded your internet service from the Preferred internet (Mbps) of $64.99/month to Premier internet (Mbps) $76.99/month, in addition to adding Sports Pak for $10.00/month on January 17, On January 30, you downgraded your Essential phone package of $24.99/month to the basic phone line of $9.99/month and removed the Sports Pak During that time the below discounts were applied onto your account for months • $Off Cable • $Any Pak • Existing Premium channel (HBO) for $ • $off Existing DVR service Therefore your monthly charge before tax is $for months On March 14, we sent a technician to your residence to swap out your cables boxesCox charged you a technician visit fee of $however I have waived the fee onto your Cox account on March 24, As per you request on the Revdex.com complaint, I have also applied a month credit toward your DVR service of a total of ($x 3) $plus taxPlease be advised these credit adjustments will reflect on your next billing system I am available for any additional questions and/or concerns you may have regarding this letterMy office hours are 9:00am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] , Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show you agreed to the $promotional offer for the following services for months: Ultimate TV serviceEssential Cable (TV starter and Expanded service)Movie PakSports/Information packageVariety Package CinemaxHBOShowtimeStarz Free rental cable receiver Ultimate Internet Service Premier Phone Service In reviewing your account there were additional services that was added onto your account that is NOT part of the promotional offer as follows: Record DVR service $19.99Cox Service Protection Plan $6.992nd cable receiver rental $8.50Pano WIFI modem rental $· FCC fee $$Total additional fees that is not part of the Promotional offer Due to the additional fees your monthly rate before tax is ($+ $49.29) = $and after-tax total is $ Please be advised that we always tax for cable and phone services Therefore, even though you were quoted $129.99, if you did not add the additional services, your monthly rate would be a little over $because of the taxes Additional discounts were added to your account today for the next months as follows: $off DVR service$off WIFI modem rental Therefore, your new monthly recurring charge before tax is $and after tax total is $ We apologize that our various representatives did not explain the pricing to you correctly We will provide the proper coaching and feedback to the various representatives that you spoke with Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team Federal BlvdSan Diego, CA Tell us why here
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show that you have the Cox premier internet service We apologize that you are having data speed issues We would like to schedule for a technician to come out to your residence, free of charge, to troubleshoot the issue and get this resolved for you Please contact our department directly at [redacted] if you would like to set up an appointment Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team - California Tell us why here
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] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show that when you upgraded to Cox internet and phone service on January 23, a $deposit was requiredHowever at that time you had a balance of $from your January 15, statement (please see attached) So when you paid the partial $deposit with your [redacted] card, it was automatically applied toward your unpaid billing statement, which left you remaining statement balance of $ The $Deposit is for the following: Internet and Cable Service Deposit $50.00Phone Deposit $50.00Cable Box Deposit $50.00Modem Deposit $ (Attached is a copy of your February 15, statement with the deposit charges and adjustment.) Your monthly estimated recurring charge, after tax total is $for months Please be advised that we didn’t receive a payment in February and a partial payment on March 4, for $ At this time, you have a current balance of $that is due to Cox No adjustments or credits will be applied onto your Cox account I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm Tell us why here
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 had previously talked to a tier person previously and at that time they did not resolve my issue nor help me to configure their modem Rather then continually dealing with the company I decided to cancel my service at an alternate address and repurpose the equipment from there Since they were unable to get my equipment properly working including having sent a tech out for a charge of $55, I would appreciate it if I could get re-imbursed for the $tech visit and the rental charge of $for the modem that I did not want and did not suit my needs.] Regards, [redacted]
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers First and foremost I would like take this opportunity to apologize for your recent experiences with our HomeLife Security services I also would like to apologize that you have attempted three times to get the issues resolved with no avail I have contacted you via phone on November 29, to attempt to rectify the ongoing issuesOur records show that your Homelife services is still active Before I disconnect your services I need to get your authorization over the phone At your convenience can you please contact me at 877-982-5917? I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm Tell us why here
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers As we stated on our initial Revdex.com response - Our records show that we have issued several credits onto your Cox account since you started service with us of a total credit balance of $ No further credits will be applied onto your Cox account We value you as our customer and wish to continue our relationship with you However, if the quality of the services you are receiving is not to your satisfaction, we certainly understand if you want to explore other service providers Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team Federal Blvd San Diego CA Tell us why here
Dear [redacted] ,Cox Communications (Cox) is in receipt of your second “rebuttal” complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers.It was a great pleasure speaking with you on May 5, Per our phone conversation,you have agreed to provide me a copy of your Cox receipt regarding the returned Cox equipment(s) including the modem you purchased I received a copy of your receipt on May 9, and I have submitted it to the retail Manager for research Once I hear back from the Manager, I will give you call over the phone, with our findings.I have also agreed to credit the two self-activation fees that were charged onto your Cox account The credit adjustments will reflect on your next billing statement Plus, I have applied a couple of additional discounts onto your account for months to assist with lowering your monthly recurring chargesI am available for any additional questions and/or concerns you may have regarding this letter My office hours are 9:00am to 5:30pm, Monday through Friday.Best Regards,COX --------------------------------------------------------------------------------...⇄ [redacted] ***), Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] ***Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm
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 The reply is a blatant LIE If I have to, I will subpoena that tape I told the representative that I was also recording that call, and that I had my identity stolen, and that I would prefer to NOT give my number out She stated that there would be a deposit, and I said that would be fine I NEVER gave my social, and I swear it, and I can prove it.I am OUTRAGED by the response from the COX representative I have every call with Cox recorded as well I just replayed it, and I also replayed a conversation I had with [redacted] from weeks ago where she acknowledged the entire situation, and advised me that Cox ran my credit TWICE.If they do not remove inquiry, I will proceed with ALL legal recourse, and they will pay my fees I will also notify the FCC and the L.ATimes Regards, [redacted] ***
Dear [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Our records show you made a Cox payment of $on April 14, however your services was disconnected on April 18, At that time a credit adjustment of $was applied onto your account toward your cable and internet services After your services was disconnected a prorate credit of $was applied onto your accountThe balance of $was for services rendered A refund check will be sent to you via mail Please allow up to weeks to receive the check I am available for any additional questions and/or concerns you may have regarding this letter Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] [redacted]
Dear [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 billing concern In reviewing your account, it appears that you contacted our corporate offices via email and worked with *** Per the email communication, Megan advised you of the credits applied to your account as well as the remaining balance of $for internet service Please accept our apologies for the inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your former Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]
Dear [redacted] , Thank you for allowing Cox the opportunity to serve your communication needsWe are in receipt of your complaint letter filed with the Revdex.com in regards to the alleged damage claim that occurred during your install on November 21, I would first like to apologize for the delay in resolving your issueToday, (January 12, 2016) I have emailed the Supervisor of our contract labor team to contact you within 48-hours from todayIf you are not contacted within this time frame, please contact me directly Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customersOn February 20, I attempted to contact you via phone at [redacted] and was only able to leave a voicemail In my voicemail I provided the following information: Your January 29, billing statement of $is for months of service from December 28, through February 27, with an additional $reactivation fee Our records show on February 7, we received the unreturned equipment(s) therefore the charge of $was credited back onto your Cox account The credit adjustment covered the balance from your January 29, billing statement of $and there is now remaining credit balance of $on your Cox account The credit adjustment of $will reflect on your next billing statement that will generate on March 1, If you have further questions or concerns regarding your Cox billing, we encourage you to contact our customer service department at Best Regards, [redacted]
[redacted] Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers Unfortunately our records show that you have two cable boxes that have not been returned from your closed Cox account# [redacted] - This is why you have write off balance of $The two boxes that have not been returned have a serial numbers Below are the serial numbers for the two cable boxes that need to be returned to Cox [redacted] Please be advised that once the cable boxes have been returned to Cox then the equipment charge of $will be credited back onto your closed account You can return the Cox equipment at any Cox Solution Stores in San Diego/Oceanside I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll free Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm Tell us why here
Dear Mr***, Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers This letter is in response to your complaint regarding Cox High Speed Internet service, your monthly data plan, and Cox’s introduction of data usage billing As background, Cox offers a variety of High Speed Internet plans to meet the particular needs of its customers These plans offer speeds ranging from 5mbps download/1mbps upload to mbps download/30mbps upload service, and we are currently expanding Gigabit service across our markets All plans above include one terabyte (1TB) of data usage per month, and we also offer customers the option of 500G and Unlimited data apackages to accommodate individual needs Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle As Internet usage is currently doubling every two years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers Cox also provides the tools customers need to monitor and manage their data usage For example, Cox provides a data usage meter on cox.com and on the Cox Connect mobile app that allows customers to track their household’s data usage and amount of data remaining for the monthly billing period This is an easy way to check your household’s total monthly usageCox will also attempt to provide browser alerts and email notifications when you reach 85% and 100% of your monthly plan, and customers have a grace period of two billing cycles when data usage billing begins in your market Other online tools are also available to help you better understand and estimate your household’s monthly data usage, so that you can proactively manage your activity We anticipate that less than two percent of customers will exceed the monthly amount of data included in their service plan The list below gives a number of examples of just how much you can do with a terabyte of data in a month without exceeding the plan: Watch two-hour HD movies Watch half-hour standard definition TV shows Watch 1,three-minute videos Surf the web for 3,hours Listen to 30,songs that are 4-minutes long each For more information on these tools, data usage, plans and more examples of all the things you can do with a terabyte of data in a month please visit www.cox.com/datausage While monthly included data is not new for our Internet service plans, Cox, like many Internet service providers in the industry, is making changes to bill for blocks of data used by customers in excess of 1TB in your market However, we expect minimal to no impact for the vast majority of our customers, and for those who use data in excess of 1TB per month, we offer upgrade packages at a significantly lower cost than through standard overage charges We trust that the tools referenced above will be of help to you in managing and understanding residential broadband data usage, and we hope this information alleviates your expressed concerns You are a valued Cox customer, and if you have any additional questions concerning data allowances or usage billing, please feel free to contact Cox at (888) 269- Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team Federal BlvdSan Diego, CA
Dear Mr [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers We truly apologize for the delay in installing your Cox internet services at your residence Once we received your complaint through the Revdex.com, we escalated your concerns to our Field Operations Team in San Diego on December 18, Our records show that our Cox technician went to your residence on December 19, and successfully installed your internet services At this time, we have waived the installation fee of $and applied a credit adjustment toward your first monthly bill of $ Please be advised that a credit adjustment of $will reflect on your next billing statement At the meantime, we are investigating as to why it has taken several weeks to have your internet services installed We will be providing the proper coaching/training/feedback to the proper team/representative Best Regards, COX --------------------------------------------------------------------------------...⇄ The Executive Escalations Team – California Federal BlvdSan Diego CA Tell us why here
Our records show that when [redacted] upgraded his services, we billed [redacted] twice for the data installation fee of $($total) on his May 19, billing statement (labeled as installation charges) On his June 18, billing statement, Cox credited both charges (labeled [redacted] installation fee credit)I have also attached his billing statement prior to the installation fees being billed which shows he was already past due $prior to install (labeled [redacted] bill prior to install charges) The customer’s account was disconnected for non-payment on July 8, This triggered the customer to call in to advise us that the account was now to be billed as a bulk account and should be switched into a different name ( [redacted] ***) The customer states in his complaint letter that he overpaid on the account prior to the bulk transitionHowever, the customer continued to carry the $past due balance that was established prior to the installation fees being billedTherefore, when we corrected the billing on the account (backdated the services to May), he still owed the $which as a good faith gesture was credited Cox does not have record of every advising the customer that he/she was due a refund
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 kathey I think it was, I am sorry for this but I have already been on the phone with your group and there has not been consistent in any of the conversations that I have had with all the reps from Cox collection and the Collection AgencyCOX will not give me the information and what information is short and lacks any supporting factsBecause of that, I am asking for your help here to bring to light the truth of the matter and resolve this confusion and hopefully correct any errorsI agree that there was that was due you at the time of my request THE CUSTOMER to disconnect service and ran a month behind most of the time as it was very expensive, and wished I has known that it really was not the best and fastest, but you were the only provider I has purchased from and I believed youI think you also billed a month in advance.Please help me figure this out.What was the adjustment for on my last bill in MAY 2014? DID I get the days to pay before the account was sent to collections? Regards, [redacted]
Dear [redacted] , Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers I apologize on behalf of Cox that you do not feel valued as our customerDue to your inconveniences and recent experiences with us, I would like to take this opportunity to regain your faith in Cox Please contact me directly at so I can set you up with an appointment with my senior technician to come out to your residence to set up your [redacted] services and install a mini box at your upstairs TV Since we are also replacing your existing box, please ensure you watch all your recordings before we replace your existing box I will also waive the installation fee when my technician comes out to your residenceI look forward to hearing from you I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 9:00am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] [redacted] toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm
Dear [redacted] ***, Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.comLet me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attentionDoing so allows us to improve the quality of the service we provide to our customers Our records show that you upgraded your internet service from the Preferred internet (Mbps) of $64.99/month to Premier internet (Mbps) $76.99/month, in addition to adding Sports Pak for $10.00/month on January 17, On January 30, you downgraded your Essential phone package of $24.99/month to the basic phone line of $9.99/month and removed the Sports Pak During that time the below discounts were applied onto your account for months • $Off Cable • $Any Pak • Existing Premium channel (HBO) for $ • $off Existing DVR service Therefore your monthly charge before tax is $for months On March 14, we sent a technician to your residence to swap out your cables boxesCox charged you a technician visit fee of $however I have waived the fee onto your Cox account on March 24, As per you request on the Revdex.com complaint, I have also applied a month credit toward your DVR service of a total of ($x 3) $plus taxPlease be advised these credit adjustments will reflect on your next billing system I am available for any additional questions and/or concerns you may have regarding this letterMy office hours are 9:00am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] , Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm