Cox Communications New England

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 05/23/and assigned the complaint ID of [redacted] We have reviewed the account and the website with our customer and explained that the particular page being viewed on the Cox website reflects the subscription services prior to a recent change in the discounts applied to the accountThe real time information is correct and the changes to the account were due to promotions recently endingCox has agreed to lower the customer’s monthly rate and will do so via manual credit for the next monthsWe appreciate our customer’s continued loyalty and trust that this resolution is satisfactory Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com: Cox Communications responds to Revdex.com case# [redacted] Our Construction Planner contacted our potential customer today upon receipt of the information from your office on The Construction Planners team will be reviewing the addressIn addition, this point of contact will discuss the concerns as outlined by this potential customer pertaining to the build, wiring and timeline and build coany once all is reviewed properlyIn addition, this point of contact will work one-on-one with this customerThis matter will be addressed individually with our potential customer as this is a private line extension to the homeThank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 06/30/and assigned the complaint ID of [redacted] We apologize for the delay and inconvenience our customer has experienced in resolving this matter A review of the account shows that the original work order included the Essential tier Internet serviceThis order was completed with the correct promotion and pricingIn January of an order was placed online to upgrade the internet service to the Preferred Tier The same day the upgrade was completed our records indicate that a call was placed to us by our customer with questions about the speed they felt they should be receiving after the upgrade had been completed Increasing the internet speed resulted in a higher Monthly Recurring Charge (“MRC”) and the loss of the original campaign Cox is always willing to work with our existing customers to be sure they are receiving the services they need while doing what we can to meet their budgetary needs We have made attempts to reach out by phone to the number provided in the complaintWe await the opportunity to assist our customer with a resolution and to gather specific details about this matter so procedures can be reviewed and amended, where appropriate Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on February 16, We apologize for the experience our customer previously encountered when attempting to have his billing concern addressedA Cox Executive Customer Resolution Specialist (ECRS) contacted our customer on February 21, in response to his complaint and as a gesture of goodwill, agreed to waive the balance associated with his former Cox accountCox has requested that the collection agency send the consumer a letter indicating the balance is paid in full Our customer indicated that he is satisfied with our resolution and has no other additional concerns at that timeWe have provided him our direct contact information should he have any additional questions related to this matterSincerely, Cox Executive Customer Resolution Team

Dear Revdex.com: We are responding to Revdex.com case # [redacted] .The Business service team has reached out to our Business customer and made several attempts by telephone and sent an e-mail Our Business liaison has provided their direct contact information and a brief update to the concerns as indicated in the complaintOur agent looks forward to assisting our customer further once contact is made Thank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 04/29/and assigned the complaint ID of [redacted] .Cox Communications extends our apologies for the experience our customer had while setting up services The experiences explained in the complaint are not how we expect business to be conducted and will be sure to address them appropriately We have contacted our customer and refunded the install charge as well as applied an additional credit for the miss-scheduled appointmentSincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on May 23, A Cox Executive Customer Resolution Specialist (ECRS) has made several attempts to contact our customer in regard to their complaint but has been unsuccessful in reaching themIf they would like to speak to someone at Cox concerning their complaint, they can reach our ECRS at the contact number we have provided them on their voicemailSincerely, Cox Executive Customer Resolution Team

dear Revdex.com: Our apology for the delayed update concerning Revdex.com Complaint# [redacted] Our former customer will receive a refund in the amount of $The refund would have been $73.66, although for overall good relations we added the additional adjustment credit of $for the experience as indicatedThe Customer Experience team

Dear Revdex.com: Our Executive Customer Resolution team responds to Revdex.com case number - [redacted] We reached out to our customer many times since the receipt of the information the Revdex.com has provided, in order to discuss the concerns documented by our customerWe have not heard back from our customer and each call into our customer we provided our department contact information We appreciate our customer's patronage and look forward to speaking with our customer in order to assist further Thank you, The Executive Customer Resolution team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 1/18/and assigned the complaint ID of [redacted] We apologize for the inconveniences our customer experienced with their servicesWe look forward to the opportunity to addressing the technical issues our customer brought to our attentionWe have internally addressed the customer service issues experienced while trying to address the technical and billing mattersWe have reached an agreement in which our customer will be able to enter into a seasonal account status without losing the promotional rates currently active on the accountThis will be managed by the Executive Resolution team to honor the information provided by the original sales personOur Customer has direct contact information for the Executive Resolution team to schedule for the Technician visit and should there be any further questions regarding this matterRespectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com: Cox Communication's Customer Experience team responds to Revdex.com Case # [redacted] We apologize for our customer's experience as certainly this is not the normWe did make contact with our customer upon receipt of your information March 14,A technician was dispatched the same day and resolved the issueAlso, we provided a credit and our customer indicated to a member of the team they were satisfiedWe provided our contact information in the event our customer had any concern with the resolutionThank you, The Customer Experience team

Per your letter of July (first attachment), I have sent a letter of appreciation to Cox Communications (second attachment) Thank you for your help in this matter.Revdex.com: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case # [redacted] We made contact with our customer to explain the current offers availableUnfortunately, we had no additional discounts to provide to the discounts currently on our customers accountAlthough, we did advise our customer if any deeper discounts were to come available we would reach out to adviseAlso, our customer has our contact information if any other further questions pertaining to this concernThank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 02/03/and assigned the complaint ID of [redacted] We have reviewed our customer’s account so we could best review how to address their concernsThe Monthly Recurring Charge (MRC) on the account when it was installed was a promotional rateAfter months the promotion ended and the MRC reverted to the retail rateMost recently Cox implemented a rate action for all customersThis event was the reason for the increase in the MRCIn speaking with the customer we determined that replacing the existing digital receivers with mini-boxes would lower the MRC while retaining the level of serviceWe also applied a month campaign reducing the base rate for our customerWe have scheduled an appointment to have the equipment changed and are pleased that a satisfactory resolution has been reachedSincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/27/and assigned the complaint ID of [redacted] This matter was brought to the attention of the manager of the sales person who initiated the order All of the points our customer brought up, including the lack of follow-up, have or are in the process of being addressedThe issue with the pricing was caused by some confusion by the sales agent with what promotions were available at the time of the sale We apologize for the circumstances that led to this complaint Our customer has been contacted and an install completed for the services originally agreed to We look forward to providing our customer with quality service for the foreseeable future Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on March 22, 2016.We apologize to our customer for the experience she had in attempting to rectify her concerns related to Cox video serviceA Cox Executive Customer Resolution Specialist (ECRS) contacted our customer on March 11, in response to another communicationPer our customer’s request, an appointment was completed on April 5, and the video issue was resolved by a technician.Our Cox ECRS made a follow up call to the customer after the technician was at the home and she indicated that she was satisfied with the resolutionWe also credited her account for the trip fee referenced in the complaintOur ECRS provided our customer direct contact information if she has any other questions or concerns related to this matter.Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com: Respond to customer rejection: The statement reflects services ordered, the account had been documented and detailed accordingly of all the discussions and changesTo discuss this matter further, the agent who provided their contact information on will be glad to disuss this matter further.Thank you, The Customer Experience team

Dear Revdex.com: Cox Communication's Customer Experience team responds to Revdex.com case # [redacted] .We spoke to our former customer on The closed account was discussed with respect to the remaining amount owedWe made the decision to remove the balance on this account in the amount of $for overall good relations due to account circumstancesThis matter has been settledThank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/25/with the assigned Revdex.com complaint ID of [redacted] We spoke with this customer on December 28, in response to their complaintWe reviewed their account and payment history with our customer to ensure they fully understood the statements they receivedWe verified that all charges and fees are correct and validWe also reviewed our policy for unreturned equipment with our customerCox customers have days to return Cox owned equipment if a service has been disconnected by our customer, or if service has been interrupted due to payments not receivedIf Cox owned equipment is not returned within the day window, the customer will incur a charge for the unreturned equipmentOnce Cox owned equipment is returned, or if overdue payments are received and service is reinstated, our system will automatically credit the account for the equipmentWe connected this customer to our Collections department and we were able come to an agreeable payment arrangementOur customer indicated that they are satisfied with the resolutionSincerely, The Executive Customer Resolution Team, NE Tell us why here

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 9/25/and assigned the complaint ID of [redacted] We apologize for the experiences that have led to our customer filing this complaintOur goal is to provide a reliable product as well as exemplary customer service, and it is clear that we have fallen short in this case Since receipt of this complaint we have completed additional work to correct the technical issues outside of our customer’s home and our Network Tech reported all levels running to specifications and a speed test run exceeded the expected download speed We have made attempts to follow up with our customer to make sure the work done has rectified the situation to their satisfaction, but have not been able to confirm with themThe account has been credited as requestedOur customer has been provided direct contact information should this issue reoccur Sincerely, Cox Communications Executive Resolution Team