Cox Communications, Inc.

Initial Business Response /* (1000, 10, 2015/03/04) */
We want to thank Mrs*** for taking the time to file her concernWe sincerely apologize for any inconvenience causedWe have spoken with Mrs*** on this matter and will continue to be in touch with her as work towards resolution
She was also provided a direct point of contact should she need to speak with us in the meantimeThank you

Initial Business Response /* (1000, 5, 2015/04/15) */
Contact Name and Title: ***, Exec Escla
Contact Phone: ***
Cox spoke with Mr*** on 4/and verified the install was scheduled later that same dayIn review of the account, due to the need to gain access to his
apartment complex during particular hours to complete the install, the install had been rescheduledOur records indicate that the install was completed on 4/As a courtesy, we placed a follcall to Mr*** today, however we did not have the opportunity to speak with him and there was no voicemail optionShould he have further concerns, he may reach the contact provided on this form and we'll be happy to speak with himWe apologize for any inconvenience causedThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/04/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The installation and support was unprofessional and Cox makes no comment in their response concerning the actions of their employees or any concern in why this installation was so complicatedIt had nothing to do with access to the building or roomAnd I do not care to go into this any further if they are not listening so I will this complaint as dissatisfied with their responseThey do not need to talk to me any furtherAnd I do not wish to discuss this any further with themBut I am disappointed with their response

October 29,
Complaint ID# ***
We would like to thank the customer for contacting our company via the *** *** *** regarding his refund concerns
On September 5th the unreturned video equipment charges were assessed to the customer accountThis balance was reflected
on the customer’s September 16th billing statement
Because the customer was enrolled in our EasyPay billing, this amount was withdrawn from his bank account on the scheduled due date of October 9th. The customer returned the video equipment on October 10th and the charges were reversed on October 10th. A refund check was generated on October 15th and printed then mailed to the billing address on October 17th.
We understand the difficulty this has caused our valued customer and took every reasonable step to ensure the customer received his money in a timely manner.
Thank you for your time and consideration
Respectfully,
*** **
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Initial Business Response /* (1000, 5, 2014/11/26) */
We sincerely apologize for any inconvenienceWe have updated Chris' account to stop sales calls to phone number ***, which is listed on the accountPlease allow up to days for complete cease of all calls
Consumer Response /* (3000, 11, 2015/01/21) */
I keep getting calls every single day to upgrade, and they wont stop even when I ask them to
the number that calls me is *** and they call me every single day to upgrade, I've filed a complaint with the Revdex.com several months ago and was told that the calls would stop in days, its has been over months and I still get harassed to upgrade by pushy salesmenIf this keeps up I plan to switch providers and post recordings of the calls on youtube and reddit to show poor customer service
just stop the pushy sales calls to upgrade
Business Response /* (4000, 15, 2015/02/02) */
Cox had the opportunity to address the concern and provide a resolution for Mr***We sincerely apologize for any inconvenience

Initial Business Response /* (1000, 5, 2015/10/05) */
We want to thank Mrs*** for taking the time to file her concernWe sincerely apologize for any inconvenience causedWe have spoken with her and helped to explain the billing for her accountWe believe she is satisfied with our
efforts to resolve this matterThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/10/06) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The current response provided by Cox to this case does not detail what they agreed to on the phone with me yesterday, October 5, I do not trust Cox to uphold their end of the agreement unless it is in writing here at the Revdex.com
The Cox representative I spoke with is named ***She agreed to take my account to a zero balance and cease all attempts to collect any fundsNo more attempts will be made to charge my *** account
If Cox will confirm the specifics of this agreement in writing with the Revdex.com, I will consider the case resolvedTheir current response is unsatisfactory as it does not commit them to any course of action
Final Business Response /* (4000, 9, 2015/10/07) */
Mrs*** cancelled service on 6/26/In receipt of this complaint, Cox spoke with her and explained that the account balance included monthly recurring service charges of $for services through 6/26/and two onetime charges of $each for returned payments on 5/18/and 9/16/Although the charges are valid, in effort to work with Mrs***, Cox agreed to credit both returned payments ($50.00) and the final monthly charges of $to resolve this matterThis credit was issued on 10/05/and the account is at a zero balanceThank you

We want to thank Mr*** for taking the time to file his concern. In receipt of this complaint we spoke with Mr*** to apologize for the discrepancy he presented with his online order and assured him that his experience has been shared with the appropriate teams. In addition,
Cox agreed to credit Mr***'s account and we believe he is satisfied with our efforts to resolve this matter. He was provided a direct point of contact for any further questions or concerns. We sincerely apologize for any inconvenience caused. Thank you

Cox had the opportunity to speak with Ms*** in receipt of this complaint and believes to have provided her with a satisfactory resolution to the concernWe sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter

We would like to thank the customer for taking the time to file his concerns regarding his refund. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations
I called the customer on 9/29/and spoke with him
about the refund checkI advised the customer the refund check was issued on 9/26/and it will take an additional timeframe for the customer to get the check because of shippingI did apologize to the customer for the credit being held on his account for so long due to a system error
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####
Thank You
***
Executive Resolutions
Cox Communications

Cox notified *** *** *** on August 26th, the outstanding bill for *** *** was cleared. *** no longer has an outstanding balance with Cox Communications. *** *** *** can be reached at ***. I originally spoke with *** on August 25th, 2016. I attempted to speak with *** again, but was unsuccessful. He can reach me by dialing the number I left on his voicemail.
Tell us why here

Cox made attempts to reach *** *** in receipt of this complaint; however, we did not have the opportunity to speak with herShould she
wish to discuss this matter further, she can reach a Cox representative by calling the number provided with this response
COX
*** * *** *** ***
***

Initial Business Response /* (1000, 5, 2015/09/09) */
Contact Name and Title: Tara, Exec Escal
***
We want to thank Ms*** for taking the time to file her concernsWe sincerely apologize for any inconvenience
causedWe attempted to reach her on this matter but we have not yet had the opportunity to speak with herShould she still wish for the payment issue to be investigated, she may reach the contact provided on this form and we'll be happy to assistThank you
Initial Consumer Rebuttal /* (3000, 7, 2015/09/11) */
I have tried returning the phone call multiple times to no availPlease contact meI would like for this to get resolved ASAP
Final Business Response /* (4000, 11, 2015/09/21) */
We spoke with Ms*** on 9/17/regarding this matter and we believe she is satisfied with our efforts to resolve her concernWe apologize for any inconvenience causedThank you
Final Consumer Response /* (2000, 13, 2015/09/22) */
(The consumer indicated he/she ACCEPTED the response from the business.)
Cox rectified the situation and I am very satisfied

Complaint: ***
I am rejecting this response because: Without proper documentation there is not guarantee the credit institution will stopadditionally if I need to file a rebuttal with a credit bureau, I will require written proofI have contacted the credit collection company (yet again), and (yet again) I was sent to voice messageI left a message with name and contact information, but (yet again) I've received no responseI'm guessing that's because the amount has been settled, but I am not willing to drop this simply off an assumptionNot sure if you find all this effort acceptable, but I am not willing to take ANY additional personal efforts to resolve something so simple as documentation show at such a date the account has a zero balance?
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/01/08) */
Contact Name and Title: Tara, Exec Escal
Contact Phone:***
We want to thank Ms*** for taking the time to file her concernWe sincerely apologize for any inconvenience causedWe attempted to reach Ms*** by
telephone but we have not had the opportunity to speak with her on this matterWhile we believe the service issues reported are now resolved, should she have any further concerns on this matter, she may reach the contact provided on this form and we'll be happy to speak with herThank you
Initial Consumer Rebuttal /* (3000, 7, 2016/01/17) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We are still having problems with some of the televisions that have the mini boxesWhen the channel is changed there get a blank screen with soundThe channel can on;y be changed by turning the television off and then on again
I was also told that my account would be credited for the month of December, Cox gave me a free movie and a $creditThis is unacceptable! I spent so much time on the phone either speaking with a representative or waiting to speak with one while we had family during the Christmas season and when we had guests for a New Year's Eve partyWe had friends over to watch a bowl game, the picture was pixelated and the sound was horribleWe bought a new television for the holiday and bowl season, the whole experience was very disappointing and we were very embaressed considering we had guests for most of the month of December
I have not spoken with a representative since the last technician cameif someone called and I didn't answer I was at work and unable to do so
At this point I believe Cox can't fix the problem, water in the line is what we were toldSeems like that shouldn't be too hard to track down and repair but I guess it is
I would like my bill to be credited in full for the month of December
Thank you, *** ***
Initial Business Response /* (1000, 5, 2016/01/20) */
Cox records indicate that Ms***'s account was credited for month as a courtesy for the issuesThe credit was issued on 1/02/which will be reflected on her February statementOur records also reflect mainline repairs were completed as of the evening of 1/19/If she continues to have issues, we ask that she please let us knowThank you
Final Consumer Response /* (4200, 11, 2016/01/24) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Everything was working and we were satisfied, until last eveningNo channels were working on the larger contour boxesAll channels on the mini boxes worked as well as the InternetI called and over the phone the person I was speaking with sent a signal and the picture on both boxes did returnThis is ridiculous that I have to call and have the cable reset each time I turn on the tv! I will say this though, everyone I have spoken with has been very nice and understanding
At this point all I want is for my cable to work each time and not have to callI have spent so much time on the phone with cox it is just very tiresomeWe are now looking into alternative means of watching tv
Final Business Response /* (4000, 13, 2016/01/26) */
We apologize for the issue Ms*** experienced and for any frustration causedWe are happy to hear the troubleshooting resolved the issueShould she wish to discuss this further, she may reach the contact provided on this form and we'll be happy to speak with herThank you

Cox had further communication with Mr*** in regard to his concern and believes that he is satisfied with our efforts to address and resolve the issueWe appreciate the opportunity to work with Mr*** and apologize for any inconvenience this may have caused

Complaint: [redacted]
I am rejecting this response because: cox has lied and lied. I had their cable/internet for less than a week and a half. The Internet was slow and the customer service is the worst. A copy of a reprint of something I never received?! Insane. Cox again is price gauging everyone. This is why I was warned about them. I refuse to pay for about 7 days. Several of which the Internet didn't work properly. I still never received this so called reprint STILL. I would love a call log as well. Cox refused to let me have everything via email because I wanted the chat log. Shady business practices all around as well as ongoing threats. No way am I paying for faulty service and the amount of nonsense I've encountered just trying to get the 3-4 orders correct along with the reps not giving correct fees and prices. This is why we left the first time. Guess it hasn't changed. 
Sincerely,
[redacted]

Initial Business Response /* (1000, 8, 2014/06/16) */
Thank you for taking the time to file your concern. We sincerely apologize for any inconvenience caused. We will be happy to investigate this concern further. Please fax the referenced slip of paper to [redacted]. We will be in...

further contact once this is received. Thanks so much.

Complaint: [redacted]
I am rejecting this response because: Was told by the Cox office that I had a 0 balance and received no more correspondence until the amount was discovered on my Credit report.  [redacted] (?) from Cox did not offer a reason  the late charges that  was discovered (?) was not included in the balance before,  but his response was that of a collection agency....Again never heard anymore from Cox until I checked my Credit report.
Sincerely,
[redacted]

We are sorry to hear there was an issue with the customer’s billing statement. We have reviewed the account and have removed the equipment charge. We have made contact with the customer and advised the correction. The customer was given an apology over the phone. Customer is aware there is no longer...

a balance on the account. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We want to thank Mr. [redacted] for taking the time to file his concern.  In receipt of this complaint, Cox spoke with Mr. [redacted] and we believe he is satisfied with...

our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

We want to thank Mr. [redacted] for taking the time to file...

his
concern.  In receipt of this complaint, Cox spoke with Mr. [redacted] and
we believe he is satisfied with our efforts to resolve this
matter.  We sincerely apologize for any inconvenience
caused.  Thank you.