Cox Communications New England

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.
We never received a voice mail from anyone at Cox with a number to call to resolve this issue. And over the last week the internet has been going in/out on a regular basis. Please provide a contact number to call and resolve. Thank you
Regards,
*** ***

Dear Revdex.com,Cox Communications (“Cox”) is responding to the complaint filed with your office on 3/14/and assigned the complaint ID of ***.We apologize for the oversight that took place and created the situation leading to this complaintWe have corrected the account and zeroed
out the balance generated by the errorWe have recalled all information from our collections partner as a Cox error, thus ceasing all collections activityFurthermore we have confirmed through our partner that the collections actions have not been reported to any of the credit bureaus.Our customer has direct contact information for the Executive Resolution Specialist assigned to this matter if there are any further concerns.Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on August 20, with the assigned Revdex.com complaint ID of ***We apologize for the experience our customer had when she spoke to a representative on June 27, We contacted our customer on August 23, in
response to this complaint and we were able to make the necessary adjustments to her monthly reoccurring rate to resolve her concernsWe provided her with direct contact information should she have additional questions regarding this matterOur customer indicated that she is satisfied with our resolution and has no other additional concerns at this timeSincerely, Cox Executive Customer Resolution Team

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 is responding to the complaint filed with your office on 07/07/and assigned the complaint ID of ***
Cox Communications has registered our customer’s account as a Do Not Call (“DNC”) account for purposes of marketing. The telephone number associated
with the account may still be used for account activity such as confirmation of an appointment or in the event of a past due balance
Sincerely, 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 # ***.
Their response clearly shows a commitment of year for a commitment of years from meIt doesn't seem to make sense to meI agreed to a year agreement and expect Cox Communications to honor same
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 (“Cox”) is responding to the complaint filed with your office on 3/13/and assigned the complaint ID of ***.Cox has reviewed the account in question and recognizes that the promotional rate provided by the supervisor in February of was quoted as a
month priceThe code applied was actually for a month discount.We apologize for the oversight and have taken actions on our customers account to reduce the monthly rate and honor the quote provided in February Our customer has been made aware of the details and has agreed to the changes.Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 8/8/and assigned the complaint ID of ***
Upon receiving this complaint Cox did reach out to obtain the necessary supporting documents and additional informationWe did receive the necessary documents
to show the payments in question. The documents were reviewed and it was found that the electronically debited payment was reversed as a result of the complaint filed by the bankThere is no payment due for the most recent bill statement and the customer will be receiving a refund
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com: Cox Communications Customer Experience team responds Revdex.com complaint ID# ***Our apology for the delay in responding back to the Revdex.comWe provided a flat credit up front to our customer's account for the quote difference
The credit provided was $This credit equated to the monthly difference of what had been quoted. We advised our customer what had taken place regarding the roll-off dates of the offers and how some offers were to expire in which the agent was not aware at the time of what had been quoted thus the issue with the rate the following day. Our customer accepted the flat credit to the account to satisfy the issueWe appreciate our customers patronage and once again our apology.Thank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/29/and assigned the complaint ID of ***The information our customer received regarding rebate eligibility was not completeThe account must be in good standing at the time the rebate is presented
for payment (days after installation)The rebate must also be requested by the customer using either the online process or by phoneWe apologize for the delay in our customer receiving their rebate, as well as the confusion that led to this complaintWe have confirmed that the form has been submitted and approved for paymentWe expect the gift card to be mailed within the next 7-business daysSincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 3/22/and assigned the complaint ID of ***Cox has reviewed the circumstances surrounding this complaint and through work with the *** back office team believes the matter of Cox landline
customers reaching this complainant’s cell phone in error has been resolvedWe appreciate that the consumer was willing to work with us and provide details helpful in tracking down and implementing a fixCox has closed the ticket internally and has provided direct contact information for this office if further actions need to be taken Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # *** filed with your office on October 29, Cox Communications extends an apology to our customer regarding the experience that led to this escalation. We informed our customer on November 2, that we have made
adjustments to his bill as he requested and addressed his concernWe have provided him with direct contact information should he have additional concerns regarding this matterSincerely, The Executive Customer Resolution Team, NE

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/13/and assigned the complaint ID of ***We have reached a mutually acceptable arrangement with our customer regarding the charge for the gateway modem rentalThe equipment installed is
required for the level of internet service to which our customer subscribesWe apologize for the misinformation the customer received, and will address that matter accordinglyRespectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 01/05/and assigned the complaint ID of ***Unfortunately, Cox experienced a delay with our customer’s December statement deliveryAll customer’s affected will not be held accountable if a late
payment fee is assessed as a result of the delayThe internet tier offered our customer was done based on the current level of service; our agent could have made a better effort to assess our customer’s needs before assuming the upgrade was the best fit for themAfter speaking with our customer, we have determined that the upgraded speed may suit their future needs and be of some benefitWe have laid out all the options for our customer and have also provided direct contact for this team should a change to the account become necessary in the near futureCox’s escalation processes are in place to accommodate our customer’s preferred method of communicationIn this customer’s situation, it appears the procedures were not followed and the agents with whom they spoke have an opportunity to refresh their knowledge of these processesAfter addressing this information with our customer directly we believe we have answered their concerns and reached a resolutionWe apologize for the circumstances which led to this complaint, and look forward to providing our new customer with exceptional customer service experiences for the foreseeable futureRespectfully submitted, Cox Communications Executive Resolution Team

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# ***We have worked with the customer and provided a promotional offer, corrected the bill statement issue and posted due creditThe customer worked with one of our supervisors and the issue
was addressedWe apologize for the delay in providing a response to the issueThank you, The Customer Experience team

Dear Revdex.com: Our Business Service Test Desk Supervisor and Test Desk team had worked diligently with our business customer to address all concerns as mentioned in our customer’s e-mail information. We understand all items have been addressed and if anything needs attention our
customer was given the supervisor's contact information Our apology for not providing an updateIf our customer has any further concerns- *** the contact would be glad to assist Thank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/13/and assigned the complaint ID of ***
Cox Communications has worked with our customer to investigate the claims made in the complaint. We have determined that our customer is only
responsible for a portion of the total amount charged. The services were charged to the account as a result of a work order error
We have contacted our customer and made them aware of our findings. The inaccurate charges have been credited and the remaining balance paid
Sincerely, Cox Communications Executive Resolution Team

The team did assist this customer in the past on The account information documented indicates that the only credit we would provide to our customer would be a one time courtousy credit of $126.XX-only if a copy of the bill for claimed work done is provided
This credit as advised and documented would be a courtousy for customer experience and understandingThe customer's bill is at a rate of $each month. The bill is currently at a balance of $Our customer has recently made payment arrangements and from review the only credit due this customer would be $126.XX- only if a copy of the bill is provided via fax at ###-###-####. The request for additional credit is unwarranted One of our Supervisors upon receipt Revdex.com's information today- 4.29.15 left their contact information to discuss and to clarify. Our review and documentation finds that no other credit is warranted at this timeThank you, The Customer Experience team