Cox Communications New England

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] A Cox representative replied and stated that "I received your voice message in regard to your concern and I apologize for the experience leading up to today I have waived the $returned check fee as you requested." He also waived a $reconnection fee Regards, [redacted]

Revdex.com: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted] Please add your rejection comments below The company has just started today actually doing anything about this situation after I have notified COX that I was speaking with an attorneyIn fact, I had to file another theft report last night! The reason why I believe COX stated these claims is due to one of their representatives [redacted] or [redacted] as they call herI was told by numerous techs that she was not to have any part of this case, because she likes to play games with my accountBecause of ***'s negligence, I had to wait nearly three months to have my first theft report filed on April 19th Yet the problem happened February 13,2015! In fact, the problem continues to this very day, as evidenced by me having to file a secondary theft report last nightYes, we do finally have COX Security member [redacted] coming to my house on May 11th and are going to be discussing matters, but I find the company's response to be a complete slap in the faceIf they actually did their jobs correctly and stopped being negligent, this problem would have been avertedIn fact, when asking Cox why they waited three months to file the first report I was given a slew of answers from um I don't know, to call your police, to go F myself, to it was my faultI am still pursuing the $1,from Cox Communications and am considering legal action Regards, [redacted]

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] ( Cox representative has verbally informed me that after a thorough review of my account that th early termination fee would be waived as well as some additional credits leaving a balance of$74.58If paid by the end of the month when their billing cycle runs to that I could expect the blemish on my credit report to be removed within 6 weeks. He apologizes for the experience. Thank you to BBB Eastern MA for your assistance

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
I have not received a phone call or an email from cox businessThis is unacceptableI want my account closed, ASAP
Regards,
*** ***

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved
Regards,
*** ***

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case #***Please accept our apology that you had experienced an issue with the date of account closureWe have provided a credit to your account in the amount requestedThank you for your patronage,
The Customer Experience team

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case #***Please accept our apology that you had experienced an issue with the date of account closureWe have provided a credit to your account in the amount requestedThank you for your patronage, The Customer Experience team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # *** filed with your office on February 12, We apologize to our customer for the poor experience with attempting to rectify her concerns related to the monthly reoccurring rate (MRC). A Cox Executive Customer Resolution
Specialist (ECRS) contacted our customer on February 12, in response to her complaint and they were able to reach an agreement with a new two year contractThis customer is fully aware of the MRC and the two year Price Lock Guarantee (PLG) agreementIn closing, our customer has indicated that she is satisfied with our ECRS resolutionOur customer has been provided our ECRS agent’s direct contact information should she have any additional questions regarding this matterSincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # *** filed with your office on September 07, A Cox Executive Customer Resolution Specialist (ECRS) contacted our customer on September 07, and verified that his bill has been paid in full and all records will be updated to
reflect thisHe indicated that he is satisfied with our resolution and has no other additional concerns at this timeWe provided him with direct contact information should he have additional questions regarding this matterSincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 05/02/and assigned the complaint ID of ***We apologize for the circumstances which led to this complaint being filedWe have reached an agreement with our customer that includes honoring the
expected rateThe agent with whom the original order was placed provided an estimated cost for the services requestedOnce the order was entered into the system there was no confirmation of the final Monthly Recurring Charge including all taxes, fees and equipment; this oversight has been addressedWe have also addressed the fact that the internal escalation process was not offered to our customer when efforts were made on subsequent calls to have the original quote honoredWe have taken actions to correct the pricing and resolve this matter for our customerWe appreciate our customer’s continued patronage and look forward to providing exemplary customer experiences in the future Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com: The Customer Experience team responds to Revdex.com case # ***.On the agent who assisted this customer reviewed the customer's account in detail with the authorized user and advised that on the channel lineup that the customer was currently receiving
is what had been requested. The agent specifically documented that day on that the customer specifically asked for ***,***, Channel * and Channel *The account reflects what had been discussed in detail to which the customer acknowledged that was correctAlso, on the agent discussed that the Price Lock Guarantee (PLG) was falling off and that the bill would then go upThat day the agent added new promotions and then downgraded the cable service to TV EconomyIn addition, it was documented that if the customer wanted a PLG it could be added at any time. For customer understanding and good relations this agent found no issue but our agent did offer a free self-installation fee and six month flat credit to the account for the cost of a receiver to which the customer acceptedThe issue has been addressed and if the customer has any further concerns the agents contact information had been providedWe appreciate our customer’s patronage. Thank you, The Customer Experience team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # *** opened on May 10, 2016.We apologize to our customer for the experience he had while attempting to obtain his gift cardA Cox Executive Customer Resolution Specialist (“ECRS”) spoke to our customer on May 11, in response to
his complaint and processed his gift card submission. The gift card will arrive within weeksOur customer indicated that he is satisfied with this resolution, and he has our direct contact information should he have any additional questions or concerns regarding this matterSincerely, Cox Executive Customer Resolution Team

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 #***I understand that by choosing to accept the business response that my complaint will be closed as resolved

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on September 19, with the assigned Revdex.com complaint ID of ***.We apologize that our customer was not provided information concerning his promotional rate when he placed his account in seasonal
statusWe will use this opportunity to coach our representatives.We made contact with our customer on September 25, in response to this complaintHe indicated that he has since spoken with a Cox representative who was able to address his promotional rate concern.We appreciate our customer’s patronage and once again apologize to our customer for the experience.Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com: In order for us to assist the customer properly we have to speak with our customer We have provided our teams contact information. Thank you, The Executive Customer resolution team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 04/10/and assigned the complaint ID of ***. Cox apologizes for the error that resulted in the delay of our customer receiving the refund due after their account was closedThe equipment in
question has been removed from the account and the charges reversedOn 4/19/the full refund expected was processed and mailed Respectfully submitted, Cox Communications Executive Resolution Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Regards,
*** ***

Dear Revdex.com, Cox Communications is responding to the rebuttal to the response for complaint ***The bill message meets all necessary requirements for notification for changes to be implemented by Cox Communications with regard to the rate actionSince Cox Communications utilizes anniversary billing; bill cycles that begin on your installation date, some customer’s bill cycles fall within the day notification window of a rate actionFor these customers the rate action will not take effect until at least days have passed from when the notification is added to their monthly statementThe new rate will not be prorated to include the days between the effective date of the rate action and the start of their next billing cycleCox Communications bills all customers in advance for monthly recurring charges and in arrears for non-recurring charges such as On-Demand/pay-per view and long distanceThis advanced billing practice allows for an opportunity to make any changes to the account or for the monthly rate to be prorated in the event of a requested disconnection of service during the current billing cycleRespectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 04/26/and assigned the complaint ID of ***We apologize for the extended time it has taken for our customer to find a resolution to the situation outlined in the complaintAfter reviewing the
account we found that the original order was keyed for the services our customer requested and was quoted correctlyAt the time of the install a change was made to the services requested which resulted in the account no longer being qualified for the original campaign discountsA delay occurred in getting a discount to align with the new services installed, and that resulted in the billing errorsOne of two necessary discounts was added when it was brought to our attentionIt was noticed that the second necessary discount was missing during the research of this complaintWe apologize for the internal errors that led to this complaint and have taken actions to correct the pricing and resolve this matter for our customerWe appreciate our customer’s continued patronage and look forward to providing exemplary customer experiences in the future Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the rebuttal of complaint filed with your office on 02/16/and assigned the complaint ID of ***There are two components that contribute to a customer’s Monthly Recurring Charge (MRC)The first is promotional discounts, or campaigns, that
will lower the a la cart rate for a designated period of timeThese are applied either at the time of the initial sale, or when qualifying services are added to the accountPromotional discounts either represent a dollar amount or a percentage off of the a la carte rateThe second component is the Price Lock Guarantee (PLG)The PLG, which is an optional contract, protects the a la carte rate from any rate actions for the duration of the contractCampaigns and the PLG can have separate end dates based on when they were added and their durationOur customer’s account was treated with a promotional discount but was not protected with a contracted PLGOur Executive Resolution Team has found a solution that will bring the rate back to the Monthly Recurring Charge (MRC) it was prior to the Rate ActionThe increase since our customer last signed in to their account is for an On Demand movie rentalWe apologize for the circumstances that led to this complaint, specifically that no one has followed through with the request for a call back, however we believe this matter has been addressed to our customer’s satisfactionSincerely, Cox Communications Executive Resolution Team