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 Cox service was installed at your residence on April 11, A promotional offer was applied onto your account with the following services for $for months Essential cable with premium channelsHBO, STARZ, Cinemax, ShowtimePremiere InternetMbps download/ Mpbs upload Premiere phone serviceUnlimited long distance to MexicoUnlimited long distanceVoicemail However, the promotional offer does not include DVR service, rental equipment, and fees/taxes Therefore you have the following service, rental equipment(s), and fees onto your account for an additional charge DVR for $(discounted rate for months)DVR service with no discount is $a monthcable boxes $x = $Modem rental fee $ (discounted rate for months)Modem rental fee with no discount is $a monthPhone FCC fee is $a month Monthly estimated tax = $ $+ + $+ + $= $with estimated tax total is $a month Per your complaint you expressed the original representative quoted you $a month with the current services you have with Cox I truly apologize that she provided you the incorrect information I will ensure to provide the proper coaching and feedback with this representative and their Leader Due to inconvenience I have applied a $credit onto your account The credit adjustment will reflect on your next billing statement 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] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm Tell us why here
Dear Ms [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 First and foremost, I apologize that Cox has not called you back regarding your pricing concerns Our records show you spoke with our Corporate Executive Escalation Team on January 18, regarding your pricing concerns and Cox services Our records show you have the following services for a set price for months with a year service agreement Contour cable services $a monthDiscount valid from 1/03/thru 1/03/Preferred data services $a monthDiscount valid from 11/20/thru 11/19/ Please be advised the above costs does not include equipment rental fees Therefore you have the following equipment(s) on your account: Cable receiver boxes $each /$a month Modem rental $a month/discount rate of $a month$off for month valid from 1/19/thru 1/18/ Your monthly recurring charge for months is $plus tax total is $ In order to receive these promotional offers, customers are required to be on a year service agreement I truly apologize that our representatives placed you on a service agreement although you expressed you did not want to be any type contract Per the Escalation Teams at our corporate offices and in California – we promise to waive any early termination fees, if you choose to disconnect before the year service agreement ends The year service agreement is valid from 1/03/thru 1/02/ 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 [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 First and foremost, I apologize for your ongoing internet and phone issuesOur records show the last time we sent a technician out to your residence was on December 4, I would like to take this opportunity to have my senior level technicians come out to your residence and troubleshoot the ongoing issues you are experiencing Can you please contact me, directly, at [redacted] , so we can schedule a time that is convenient for you to have my senior technicians come out to your residence? I look forward to hearing from you 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] toll Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm
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 have reviewed your account regarding the early termination fee that you are disputing regarding your Homelife Security servicesAs of today, November 28, 2016, I have waived the early termination fee of $onto your Cox account The credit adjustment will reflect on your next billing statement 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] [redacted]
Dear Mr***, 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 a recent billing dispute on your account I have reviewed the disputed payments and have determined the following: Our records show that on June 5, and June 7, 2015, we received an online payment of $each On June 10, and June 11, 2015, the payments were returned by your financial institute As a result of the returned payment, your account was billed a returned payment fee of $ You state in your complaint letter that only one payment was returned by your bank After additional research and contact with your bank, we are unable to confirm that one payment was processed In order for Cox to reverse the payment and remove the returned payment fee, you must provide us with proof of payment You may fax this information directly to me at ###-###-#### or you can scan and email it to me at [redacted] We look forward to resolving this matter for you as quickly as possible 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 Regards, [redacted]
Dear [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 Per my original response to you dated April 8, 2016, you have the following services Our records show that you received the Advanced TV and Essential Data services for $for months with a year Price Lock Guarantee (PLG) However, you added DVR service for $11.99, a rental cable box for $8.50, and a rental modem of $ for a monthly fee Our records show you currently have a $off discount for your DVR services for months so the monthly fee is $ Your monthly charge for months is $and after tax total it is $ Since you have added DVR service and there a rental equipment fees, we cannot lower your monthly charge to $94.08, per your request If you would like to downgrade your services by removing the DVR service and cable box and replacing the cable box to a mini box then your monthly fee will be $before tax However if you choose to keep your services the way it is then your monthly will remain $for months You also requested that we remove the $step up fee from months through Unfortunately, we cannot make any changes onto your Cox account, until your current discounts expire I strongly advise you to call into Cox on February 1, to see if we can add any discounts to help lower your monthly fee, at that time 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] , 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 response provided by Cox is full of falsehoods and does not address the heart of the complaint.1) We were told repeatedly when ordering the service via phone on 8/13/that all equipment was included in the package price of $per month inclusive of dvr, cable receivers and wifi modem I stated this in my initial complaint but this fact was not addressed by Cox Rather they are trying to 'negotiate' in their reply by lowering the monthly bill by $per month bringing the total to $per month (including taxes) This does not resolve the advertisement They need to live up to the promotion they offered to us It is the reason why we cancelled our existing service at the time and made the effort to switch providersAs I mentioned in the original complaint, the fact that the equipment was included was also confirmed by the installer.2) We never signed up for "Cox Service Protection Plan" at $per month, so I'm not sure why that is being added on.3) The deal we signed up for was for months and with no contract required Cox's response mentions months, so it doesn't appear they checked the facts to thoroughly.4) We are not disputing taxes It was always understood they would be added on to the package price Regards, [redacted]
Mr [redacted] , Your experience has been shared with our construction team and again, I apologize for your experience Respectfully, [redacted] Executive Office of the Regional Manager ###-###-####
Dear [redacted] , Cox is in receipt of your rejection however, no additional information was provided Please provide additional information to support your rejection Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California
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 on April 5, a credit card payment of $was applied onto your Cox account in error The payment was removed from your account on April 6, and applied to the correct account As a company, if our customer provides a proof of payment and was applied onto a different account, in error, we are obligated to correct the misapplied payment and apply it to the correct account Per your desired settlement from your complaint to the Revdex.com, you are requesting for $reimbursement We apologize and will have to decline your requestUnfortunately, there is no valid reason for Cox to apply a $reimbursement to you or 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
Dear Mr***, 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 on December 12, Cox charged you a service appointment fee of $We received a payment of $for your December 1, statementOn your January 1, statement your bill was $for the service appointment of $and your monthly internet service of $We did not receive a payment for your January 1, statement along with your February 1, statementSo on February 17, Cox charged you a late fee of $On February 23, we placed a soft disconnect onto your account due to non-paymentMr***, you called into Cox inquiring why your service was disconnectedOur billing department explained that your service was disconnected due to non-payment At that time, we agreed to waive the service appointment fee of $and you made a credit card payment for the remaining balance of $Since your service was reconnected there was a reconnection fee of $that automatically charged your Cox account On March 1, I waived the reconnection fee of $and the late fee of $totaling $This credit will reflect on your next billing statement on April 1, I am available for any additional questions and/or concerns you may have regarding this letterMy office hours are 9:am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] (***), Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] tel 866-570-toll Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm
Dear [redacted] , Thank 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 your monthly rate. I have reviewed your account and complaint letter and have determined the... following: Our records show that on August 23, 2014, you installed Cox Starter TV and Preferred internet under a 12-month promotional rate of $59.99 (Not including taxes, fees and equipment rental). On August 25, 2014, you contacted our sales team stating you were not able to receive the Disney channel. At that time, you were advised of the promotional package you were on. In order to receive the Disney channel, your package was upgraded to our Economy package. This increased your monthly rate to $76.67 (including taxes, fees and equipment rental). In addition, a back office fix was needed to achieve this rate. On September 2, 2014, the back office fix was completed. This corrected the internet billing by giving you 50% off for 12-months. On July 6, 2015, you contacted our technical support team to report slow internet speeds. Our technical support representative was unable to resolve your issue over the phone. Therefore, he suggested we send a technician to your home. Notes on the account indicate that you stated you would call back. July 8, 2015, you contacted our technical support team to again report slow internet speeds. Notes on the account indicate that you would purchase a new splitter and contact us if the speeds did not improve. On July 31, 2015, you contacted our technical support team to report slow WiFi speeds. The technical support representative was unable to resolve your issue over the phone. Therefore, he suggested sending a technician to your home. Notes on the account indicate you would try installing an Amp first then contact us if a field technician was needed. On August 28, 2015, you contacted our technical support team to report slow internet speeds. We were unable to resolve the issue over the phone therefore, we suggested having a field technician visit your home. Notes on the account indicate that you agreed to have a technician out on August 29, 2015 between 8-10am. On August 29, 2015, the technician determined that the AMP connected to your outside cable needed to be replaced. On September 1, 2015, you contacted Cox customer service to inquire why your rate had increased. At that time, you were advised that your 12-month promotional rate had expired. You state in your complaint letter that you were then offered a new 12-month promotional package to include phone and additional channels for $94.50 per month including taxes and fees. However, on the day that you may have been quoted this rate, the 50% off campaign for internet expired. This may not have been considered in the quote you were provided. Your current rate for service including taxes, fees and equipment rental is $128.61 which is a difference of $34.11 from what you were quoted. In order to honor this rate, in addition to the $50.00 credit that was applied on September 1, 2015, we have issued a lump sum credit of $409.32. This credit represents the difference in what you are being billed ($128.61) versus what you were quoted ($94.50). Please allow a complete billing cycle for this credit to reflect on your billing statement. Please accept our apologies for the frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday. 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.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 In your rebuttal response you stated area code and are local San Diego area codes and you should not be charged for long distance servicePer your convenience, I have attached the FCC regulations regarding local toll calls https://www.fcc.gov/consumers/guides/local-local-toll-and-long-distance-calling At this time, I have upgraded your phone service to the premiere phone package so you can make local toll calls and not be charged for long distance serviceFor months you will receive the discounted rate on the premiere phone package of $which will expire on March 9, You have also stated that you want your existing discounts to expire on March Unfortunately those discounts are only good for months, therefore, I will not be able to extend the discounts till March However, I was able to remove the existing discounts and apply new discounts onto your account in which they will expire in March Below are the new discounts that have been added onto your Cox account: Please be advised these discounts will expire in months (March 2017) $off Bronze bundle Package for months $for Sports and Info Package for months $for HBO for months $off Existing DVR for months 50% Off Existing CSPP for months $for any package phone for months Therefore your monthly rate with the existing discounts is $and after taxes is $ 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 tel 866-570-toll
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 As I stated in my previous letter, I was lead to believe that my rate was locked in for yearsI see that [redacted] explained the discounts in full detail and I understand that nowThis detailed explanation was not presented to me when I agreed to sign on a year commitment with coxTherefore My request remains the same: For cox to abide by what they sold me from day one, the same discount both yearsAs for additions to my equipment, I did not modify my alarm equipment at the install dateI was sold the same amount of equipment prior to the install dateI was later informed that the rep that sold me the alarm equipment was terminated for advertisement and falsified documentsI am still waiting for cox to make this rightTo not charge me for more than for all my alarm equipmentTo lock in my cable contract for the full years and refund me my overpayments 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 Dear Ms [redacted] , Thanks for your reply, however, I must reject your conclusion I do not recall any instant of tempering with your network First, I do not have knowledge of your network equipment and tools Secondly, I have satellite TV and T-mobile home phone at the time of this alleged incident, so there were no added benefit to me Third, your equipment are not on my property, so I assumed that they are in public space which pretty much everyone have access to or temper with Your deduction of because I may benefit from the tempering that I must be the one tempered with is highly flaw I paid for Internet service and that all I used from your company I have no need for other services from your company because I am happy with my satellite TV and T-mobile phone 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 Cox has repeatedly tried to pass this off as a technical issue and tried to send a tech out (charging me of course) to "evaluate" my modemThey have known about my modem since (as detailed in their response) and still charged me for internet speeds THEY KNEW THEY COULD NOT PROVIDE, charging me a significantly higher rate for thisCharging for a service they knowingly could not provide based on my equipment is the very definition of fraudMy issue has been a complete lack of response for months, followed by the same one or two form email responses that have nothing do do with my complaintI am not asking for a technical issue to be resolved; I am demanding a refund of the four years of overcharges they knowingly made for service they knew I was unable to receiveIt comes to over $dollars in fraudulent chargesTheir insistence on trying to sell me tech service or a new modem is a smoke screen to hide their fraudThe FCC has determined that this exact same response to you was unacceptable, and Cox has failed to respond to a second FCC notice in the day time frame required buy the FCC as part of their rejection of the EXCAT SAME REPLY Cox has sent to you, the Revdex.comAs far as the purported attempts to contact me by phone, I have received one call made on the Monday September 7, in the middle of the day on the Labor Day holiday which I was unable to answer at the time of the callEven so, I am leery of taking a phone call as that can easily become a "he said, she said" situation - I prefer a written record of all communications on this issueI have communicated this to Cox on several occasions, and they are clearly stalling, sending canned responses, and insisting on giving no significant response in writing as required by the FCC and requested by meThe solution is simple - they need to send me a check for the $of which they have defrauded me as of June Further evidence that they feel they are above accountability is that they continue to attempt to overcharge me in spite of my communications to them; I still receive bills for services they know they cannot provide even though I have called this to their attention since April As I have informed them in writing, their continued failure to response meaningfully to both Revdex.com and FCC complaints will leave me no recourse other than suing them in small claims courtIt is my hope to avoid this and that is why I have sought Revdex.com support in addition to FCC supportI will not let the pressure and attempts to delay, deny, or string out my complaint deter me from seeking restitution - as I have written to Cox, this will not simply go away not matter how much they try to deny or put me offI have kept copies of communications on this issue, and the pattern I am discussing here is clearly demonstrated in the email content, and my clear direct communication to them on this issue is unequivocalPlease do not drop this matter and allow a big corporation like Cox attempt to defraud me, a solo, small consumerAs individual consumers, we rely on organizations like the Revdex.com to be our voice in a world where big corporations can easily overwhelm the individual consumer 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 This person responding to the complaint don't even read itShe's doing exactly what sparked the complaint in the first a placeRead the complaint Cox cable!! It's not about the the customer staying home from work or cancelling weekend stuff just so your "technician" can shrug his shoulders again and try to sell me another modemRead the complaint! The cables outside need replacing....not just one like the last time but all of themI already explained thisI don't need to take off work just for your guy to replace an outside cable which should have been replaced last time anywayThe junction box isjury rigged and spliced up and is a messI don't need to be there for that either!!Please pass this onto someone different at Cox cable who will read the complaint and respond to what I'm actually talking aboutStop ignoring what your customers are saying to you.By the way Cox cable charges customers even when their service isn' t working Regards, [redacted]
Dear [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 Per our phone conversation that took place on January 4, 2017, I have confirmed that I reviewed the recorded call that took place between you and our sales representative on November 11, Our sales representative quoted $plus taxes and fees for months for Contour TV, Premiere Data, phone service, host box/client boxes and DVR services Unfortunately, the sales representative provided you the incorrect pricing information therefore we have taken the proper steps to provide coaching/feedback on the representative Importantly, I would like to take this opportunity to apologize for your recent experience and we will honor what you were quoted by applying a manual credit of $onto your Cox account for months As of January 4, I have applied the following manual credits onto your Cox account $credit for November 18, statement$credit for December 17, statement Please be advised that I will manually apply the $ credit on the 17th of each month until November 17, 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] [redacted]
Dear Ms [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 your rate of serviceI have reviewed your account and have determined the following: You state in your complaint letter that you were quoted a rate of $for your cable, internet and home security serviceCox would like to apologize if the correct discounts were not added to your account at the time you added your home security on October 8, Cox has corrected the billing and your monthly rate (including taxes, fees and equipment rental) is $for 12-months As a result of your experience, I have applied a 1-month service credit to your accountThis credit will reflect on your next billing statement If you are not satisfied with the quality of your Cox services, we will allow you out of your contract and waive any applicable early termination fees Please accept our apologies for the frustration we may have caused youI 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 858-836-***
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 Cox service was installed at your residence on April 11, A promotional offer was applied onto your account with the following services for $for months Essential cable with premium channelsHBO, STARZ, Cinemax, ShowtimePremiere InternetMbps download/ Mpbs upload Premiere phone serviceUnlimited long distance to MexicoUnlimited long distanceVoicemail However, the promotional offer does not include DVR service, rental equipment, and fees/taxes Therefore you have the following service, rental equipment(s), and fees onto your account for an additional charge DVR for $(discounted rate for months)DVR service with no discount is $a monthcable boxes $x = $Modem rental fee $ (discounted rate for months)Modem rental fee with no discount is $a monthPhone FCC fee is $a month Monthly estimated tax = $ $+ + $+ + $= $with estimated tax total is $a month Per your complaint you expressed the original representative quoted you $a month with the current services you have with Cox I truly apologize that she provided you the incorrect information I will ensure to provide the proper coaching and feedback with this representative and their Leader Due to inconvenience I have applied a $credit onto your account The credit adjustment will reflect on your next billing statement 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] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm Tell us why here
Dear Ms [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 First and foremost, I apologize that Cox has not called you back regarding your pricing concerns Our records show you spoke with our Corporate Executive Escalation Team on January 18, regarding your pricing concerns and Cox services Our records show you have the following services for a set price for months with a year service agreement Contour cable services $a monthDiscount valid from 1/03/thru 1/03/Preferred data services $a monthDiscount valid from 11/20/thru 11/19/ Please be advised the above costs does not include equipment rental fees Therefore you have the following equipment(s) on your account: Cable receiver boxes $each /$a month Modem rental $a month/discount rate of $a month$off for month valid from 1/19/thru 1/18/ Your monthly recurring charge for months is $plus tax total is $ In order to receive these promotional offers, customers are required to be on a year service agreement I truly apologize that our representatives placed you on a service agreement although you expressed you did not want to be any type contract Per the Escalation Teams at our corporate offices and in California – we promise to waive any early termination fees, if you choose to disconnect before the year service agreement ends The year service agreement is valid from 1/03/thru 1/02/ 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 [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 First and foremost, I apologize for your ongoing internet and phone issuesOur records show the last time we sent a technician out to your residence was on December 4, I would like to take this opportunity to have my senior level technicians come out to your residence and troubleshoot the ongoing issues you are experiencing Can you please contact me, directly, at [redacted] , so we can schedule a time that is convenient for you to have my senior technicians come out to your residence? I look forward to hearing from you 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] toll Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm
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 have reviewed your account regarding the early termination fee that you are disputing regarding your Homelife Security servicesAs of today, November 28, 2016, I have waived the early termination fee of $onto your Cox account The credit adjustment will reflect on your next billing statement 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] [redacted]
Dear Mr***, 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 a recent billing dispute on your account I have reviewed the disputed payments and have determined the following: Our records show that on June 5, and June 7, 2015, we received an online payment of $each On June 10, and June 11, 2015, the payments were returned by your financial institute As a result of the returned payment, your account was billed a returned payment fee of $ You state in your complaint letter that only one payment was returned by your bank After additional research and contact with your bank, we are unable to confirm that one payment was processed In order for Cox to reverse the payment and remove the returned payment fee, you must provide us with proof of payment You may fax this information directly to me at ###-###-#### or you can scan and email it to me at [redacted] We look forward to resolving this matter for you as quickly as possible 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 Regards, [redacted]
Dear [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 Per my original response to you dated April 8, 2016, you have the following services Our records show that you received the Advanced TV and Essential Data services for $for months with a year Price Lock Guarantee (PLG) However, you added DVR service for $11.99, a rental cable box for $8.50, and a rental modem of $ for a monthly fee Our records show you currently have a $off discount for your DVR services for months so the monthly fee is $ Your monthly charge for months is $and after tax total it is $ Since you have added DVR service and there a rental equipment fees, we cannot lower your monthly charge to $94.08, per your request If you would like to downgrade your services by removing the DVR service and cable box and replacing the cable box to a mini box then your monthly fee will be $before tax However if you choose to keep your services the way it is then your monthly will remain $for months You also requested that we remove the $step up fee from months through Unfortunately, we cannot make any changes onto your Cox account, until your current discounts expire I strongly advise you to call into Cox on February 1, to see if we can add any discounts to help lower your monthly fee, at that time 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] , 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 response provided by Cox is full of falsehoods and does not address the heart of the complaint.1) We were told repeatedly when ordering the service via phone on 8/13/that all equipment was included in the package price of $per month inclusive of dvr, cable receivers and wifi modem I stated this in my initial complaint but this fact was not addressed by Cox Rather they are trying to 'negotiate' in their reply by lowering the monthly bill by $per month bringing the total to $per month (including taxes) This does not resolve the advertisement They need to live up to the promotion they offered to us It is the reason why we cancelled our existing service at the time and made the effort to switch providersAs I mentioned in the original complaint, the fact that the equipment was included was also confirmed by the installer.2) We never signed up for "Cox Service Protection Plan" at $per month, so I'm not sure why that is being added on.3) The deal we signed up for was for months and with no contract required Cox's response mentions months, so it doesn't appear they checked the facts to thoroughly.4) We are not disputing taxes It was always understood they would be added on to the package price Regards, [redacted]
Mr [redacted] , Your experience has been shared with our construction team and again, I apologize for your experience Respectfully, [redacted] Executive Office of the Regional Manager ###-###-####
Dear [redacted] , Cox is in receipt of your rejection however, no additional information was provided Please provide additional information to support your rejection Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California
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 on April 5, a credit card payment of $was applied onto your Cox account in error The payment was removed from your account on April 6, and applied to the correct account As a company, if our customer provides a proof of payment and was applied onto a different account, in error, we are obligated to correct the misapplied payment and apply it to the correct account Per your desired settlement from your complaint to the Revdex.com, you are requesting for $reimbursement We apologize and will have to decline your requestUnfortunately, there is no valid reason for Cox to apply a $reimbursement to you or 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
Dear Mr***, 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 on December 12, Cox charged you a service appointment fee of $We received a payment of $for your December 1, statementOn your January 1, statement your bill was $for the service appointment of $and your monthly internet service of $We did not receive a payment for your January 1, statement along with your February 1, statementSo on February 17, Cox charged you a late fee of $On February 23, we placed a soft disconnect onto your account due to non-paymentMr***, you called into Cox inquiring why your service was disconnectedOur billing department explained that your service was disconnected due to non-payment At that time, we agreed to waive the service appointment fee of $and you made a credit card payment for the remaining balance of $Since your service was reconnected there was a reconnection fee of $that automatically charged your Cox account On March 1, I waived the reconnection fee of $and the late fee of $totaling $This credit will reflect on your next billing statement on April 1, I am available for any additional questions and/or concerns you may have regarding this letterMy office hours are 9:am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] (***), Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] tel 866-570-toll Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm
Dear [redacted] , Thank 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 your monthly rate. I have reviewed your account and complaint letter and have determined the... following: Our records show that on August 23, 2014, you installed Cox Starter TV and Preferred internet under a 12-month promotional rate of $59.99 (Not including taxes, fees and equipment rental). On August 25, 2014, you contacted our sales team stating you were not able to receive the Disney channel. At that time, you were advised of the promotional package you were on. In order to receive the Disney channel, your package was upgraded to our Economy package. This increased your monthly rate to $76.67 (including taxes, fees and equipment rental). In addition, a back office fix was needed to achieve this rate. On September 2, 2014, the back office fix was completed. This corrected the internet billing by giving you 50% off for 12-months. On July 6, 2015, you contacted our technical support team to report slow internet speeds. Our technical support representative was unable to resolve your issue over the phone. Therefore, he suggested we send a technician to your home. Notes on the account indicate that you stated you would call back. July 8, 2015, you contacted our technical support team to again report slow internet speeds. Notes on the account indicate that you would purchase a new splitter and contact us if the speeds did not improve. On July 31, 2015, you contacted our technical support team to report slow WiFi speeds. The technical support representative was unable to resolve your issue over the phone. Therefore, he suggested sending a technician to your home. Notes on the account indicate you would try installing an Amp first then contact us if a field technician was needed. On August 28, 2015, you contacted our technical support team to report slow internet speeds. We were unable to resolve the issue over the phone therefore, we suggested having a field technician visit your home. Notes on the account indicate that you agreed to have a technician out on August 29, 2015 between 8-10am. On August 29, 2015, the technician determined that the AMP connected to your outside cable needed to be replaced. On September 1, 2015, you contacted Cox customer service to inquire why your rate had increased. At that time, you were advised that your 12-month promotional rate had expired. You state in your complaint letter that you were then offered a new 12-month promotional package to include phone and additional channels for $94.50 per month including taxes and fees. However, on the day that you may have been quoted this rate, the 50% off campaign for internet expired. This may not have been considered in the quote you were provided. Your current rate for service including taxes, fees and equipment rental is $128.61 which is a difference of $34.11 from what you were quoted. In order to honor this rate, in addition to the $50.00 credit that was applied on September 1, 2015, we have issued a lump sum credit of $409.32. This credit represents the difference in what you are being billed ($128.61) versus what you were quoted ($94.50). Please allow a complete billing cycle for this credit to reflect on your billing statement. Please accept our apologies for the frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday. 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.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 In your rebuttal response you stated area code and are local San Diego area codes and you should not be charged for long distance servicePer your convenience, I have attached the FCC regulations regarding local toll calls https://www.fcc.gov/consumers/guides/local-local-toll-and-long-distance-calling At this time, I have upgraded your phone service to the premiere phone package so you can make local toll calls and not be charged for long distance serviceFor months you will receive the discounted rate on the premiere phone package of $which will expire on March 9, You have also stated that you want your existing discounts to expire on March Unfortunately those discounts are only good for months, therefore, I will not be able to extend the discounts till March However, I was able to remove the existing discounts and apply new discounts onto your account in which they will expire in March Below are the new discounts that have been added onto your Cox account: Please be advised these discounts will expire in months (March 2017) $off Bronze bundle Package for months $for Sports and Info Package for months $for HBO for months $off Existing DVR for months 50% Off Existing CSPP for months $for any package phone for months Therefore your monthly rate with the existing discounts is $and after taxes is $ 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 tel 866-570-toll
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 As I stated in my previous letter, I was lead to believe that my rate was locked in for yearsI see that [redacted] explained the discounts in full detail and I understand that nowThis detailed explanation was not presented to me when I agreed to sign on a year commitment with coxTherefore My request remains the same: For cox to abide by what they sold me from day one, the same discount both yearsAs for additions to my equipment, I did not modify my alarm equipment at the install dateI was sold the same amount of equipment prior to the install dateI was later informed that the rep that sold me the alarm equipment was terminated for advertisement and falsified documentsI am still waiting for cox to make this rightTo not charge me for more than for all my alarm equipmentTo lock in my cable contract for the full years and refund me my overpayments 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 Dear Ms [redacted] , Thanks for your reply, however, I must reject your conclusion I do not recall any instant of tempering with your network First, I do not have knowledge of your network equipment and tools Secondly, I have satellite TV and T-mobile home phone at the time of this alleged incident, so there were no added benefit to me Third, your equipment are not on my property, so I assumed that they are in public space which pretty much everyone have access to or temper with Your deduction of because I may benefit from the tempering that I must be the one tempered with is highly flaw I paid for Internet service and that all I used from your company I have no need for other services from your company because I am happy with my satellite TV and T-mobile phone 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 Cox has repeatedly tried to pass this off as a technical issue and tried to send a tech out (charging me of course) to "evaluate" my modemThey have known about my modem since (as detailed in their response) and still charged me for internet speeds THEY KNEW THEY COULD NOT PROVIDE, charging me a significantly higher rate for thisCharging for a service they knowingly could not provide based on my equipment is the very definition of fraudMy issue has been a complete lack of response for months, followed by the same one or two form email responses that have nothing do do with my complaintI am not asking for a technical issue to be resolved; I am demanding a refund of the four years of overcharges they knowingly made for service they knew I was unable to receiveIt comes to over $dollars in fraudulent chargesTheir insistence on trying to sell me tech service or a new modem is a smoke screen to hide their fraudThe FCC has determined that this exact same response to you was unacceptable, and Cox has failed to respond to a second FCC notice in the day time frame required buy the FCC as part of their rejection of the EXCAT SAME REPLY Cox has sent to you, the Revdex.comAs far as the purported attempts to contact me by phone, I have received one call made on the Monday September 7, in the middle of the day on the Labor Day holiday which I was unable to answer at the time of the callEven so, I am leery of taking a phone call as that can easily become a "he said, she said" situation - I prefer a written record of all communications on this issueI have communicated this to Cox on several occasions, and they are clearly stalling, sending canned responses, and insisting on giving no significant response in writing as required by the FCC and requested by meThe solution is simple - they need to send me a check for the $of which they have defrauded me as of June Further evidence that they feel they are above accountability is that they continue to attempt to overcharge me in spite of my communications to them; I still receive bills for services they know they cannot provide even though I have called this to their attention since April As I have informed them in writing, their continued failure to response meaningfully to both Revdex.com and FCC complaints will leave me no recourse other than suing them in small claims courtIt is my hope to avoid this and that is why I have sought Revdex.com support in addition to FCC supportI will not let the pressure and attempts to delay, deny, or string out my complaint deter me from seeking restitution - as I have written to Cox, this will not simply go away not matter how much they try to deny or put me offI have kept copies of communications on this issue, and the pattern I am discussing here is clearly demonstrated in the email content, and my clear direct communication to them on this issue is unequivocalPlease do not drop this matter and allow a big corporation like Cox attempt to defraud me, a solo, small consumerAs individual consumers, we rely on organizations like the Revdex.com to be our voice in a world where big corporations can easily overwhelm the individual consumer 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 This person responding to the complaint don't even read itShe's doing exactly what sparked the complaint in the first a placeRead the complaint Cox cable!! It's not about the the customer staying home from work or cancelling weekend stuff just so your "technician" can shrug his shoulders again and try to sell me another modemRead the complaint! The cables outside need replacing....not just one like the last time but all of themI already explained thisI don't need to take off work just for your guy to replace an outside cable which should have been replaced last time anywayThe junction box isjury rigged and spliced up and is a messI don't need to be there for that either!!Please pass this onto someone different at Cox cable who will read the complaint and respond to what I'm actually talking aboutStop ignoring what your customers are saying to you.By the way Cox cable charges customers even when their service isn' t working Regards, [redacted]
Dear [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 Per our phone conversation that took place on January 4, 2017, I have confirmed that I reviewed the recorded call that took place between you and our sales representative on November 11, Our sales representative quoted $plus taxes and fees for months for Contour TV, Premiere Data, phone service, host box/client boxes and DVR services Unfortunately, the sales representative provided you the incorrect pricing information therefore we have taken the proper steps to provide coaching/feedback on the representative Importantly, I would like to take this opportunity to apologize for your recent experience and we will honor what you were quoted by applying a manual credit of $onto your Cox account for months As of January 4, I have applied the following manual credits onto your Cox account $credit for November 18, statement$credit for December 17, statement Please be advised that I will manually apply the $ credit on the 17th of each month until November 17, 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] [redacted]
Dear Ms [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 your rate of serviceI have reviewed your account and have determined the following: You state in your complaint letter that you were quoted a rate of $for your cable, internet and home security serviceCox would like to apologize if the correct discounts were not added to your account at the time you added your home security on October 8, Cox has corrected the billing and your monthly rate (including taxes, fees and equipment rental) is $for 12-months As a result of your experience, I have applied a 1-month service credit to your accountThis credit will reflect on your next billing statement If you are not satisfied with the quality of your Cox services, we will allow you out of your contract and waive any applicable early termination fees Please accept our apologies for the frustration we may have caused youI 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 858-836-***