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.
I happened to reach out to COX Communications today at 2:pm to pay my most recent cable bill for May I was asking because normally every sixth of the month my cable bill is supposed to be sent to my personal email accountI normally grant COX a graceual period of 24hrs to get my bill to me on May However, when calling this afternoon a representative tried to tell me that I haven't paid my bill for AprilAfter going through my bill records, I saw that my April bill was indeed paired and tried to dispute the fact that the tech was stating I owed $After giving the phone to my mother, the tech decided to start an argument with my mother stating that she still owed the balance, and after my mother told the representative she had documentation that she tried to change her tune and said that she now saw the bill for April was voided and refused to tell my mother when and why her May bill was not printed out. Our bill for May was supposed to be $however COX has tried to tell me that my monthly rate which was $had gone up without my knowledge to $and then because I had to file a secondary theft report gave me a discount which gave my bill a new total of $I do have a member of COX's security team coming to see me on Monday however I just was just was almost extorted out of nearly $150.00 I have been a customer of COX Communications since February 2015, and have paid my bills regularlyI have a neighbor who has been stealing my services since February 13th and since complained to COX repeatedlyOn April 6th I had a tech come out to access problems with my service and he told me that my neighbor was indeed connected to my services and that he would put in a report to corporate about the problemOn April 19th COX did submit a report nearly months later after a tech discovered cable theft on my line which forced me to change my phone number on April 13th and file another report on April 30th On April 21st and April 28th COX even placed two discounts on my account which were to reflect on my May billone for $and another for $which would have taken my May bill down from my monthly rate of $which was protected by a year price lock guarantee contract that both COX and I entered on February 16th all the ways down to $When calling on May 3rd 2015, I was alerted that unbeknown to my knowledge COX had raised my monthly rate from $to $violating our year contract agreementBecause of the theft reports due to my neighbor, on May 5th the original discount of $that was supposed to be on my bill April 21st was granted reducing my bill to $My bill was supposed to be e-mailed to my personal e-mail on May 6th 2015, however I allowed COX a grace period to e-mail me my billOn the morning of May 8th at 1:am I happened to call COX to see if my bill was up and to my shocking surprise discovered that yet again my bill had skyrocketed from $to $a full $difference! , when speaking to COX Communications none of their employees were able to give me a response.I am requesting that COX explain to me how my bill skyrocketed from $to $to $I am requesting both a call to me and my mother explaining reasoning also as I calculated the full difference between the amounts of my bill reflects a total of $I am demanding a paper check in the amount be mailed to my home address as a result of COX Communications severe negligence Regards,
*** ***

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/30/with the assigned Revdex.com complaint ID of ***.Cox Communications extends a sincere apology to our customer regarding the experience that led to this escalation. Cox records calls made to
our Customer Service center for quality assurance and training purposesWe will review the call made to Cox Communications and use this opportunity for training and coaching our representatives.We spoke with our customer on December 30, in response to their filed complaint and discussed their situationCox Communications was able to address their concernOur customer indicated that they were satisfied with the resolution.Sincerely, 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 6/28/and assigned the complaint ID of ***We have reviewed the concerns our customer has expressed in the above referenced complaintWe apologize that the previously installed gateway did not
operate as expectedA technician was sent to the home, tested and ultimately replaced the necessary equipmentWe confirmed with our customer that the services were working as expected after the technician leftOur customer made a request that two full months of service charges be creditedBased on a review of the account and current reported issue, we offered to meet our customer halfway and credit one full month of service, including equipment. The credit was applied to the account for our customer and will appear on the next printed statement Respectfully submitted, Cox Communications Executive Resolution Team

I dont feel the credit is sufficient, especially since my bill is about to double 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 (“Cox”) is responding to the complaint filed with your office on 01/16/and assigned the complaint ID of ***.Cox has confirmed that our customer was quoted a different rate than they were billedWe apologize for the error and have made the necessary
adjustments to the account to honor the quoted rateOur customer has been made aware and has direct contact information for this office if there are any additional concerns regarding this matter.Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # *** filed with your office on September 21, Consistent with Cox privacy policies, we can only share account information with an account holder or authorized userUnfortunately, because the complainant is not an
authorized user on the account, we are unable to share account details with him To discuss this matter further, an authorized account holder can contact our Executive Customer Resolution Specialist (ECRS) at the phone number provide to them Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 11/22/and assigned the complaint ID of ***.We would like to first apologize for the inconvenience you experienced in tracking down the correct information regarding the increaseAccuracy of information
is something we take very seriously and will educate the agents with whom our customer spoke on how to direct customers to locate pertinent billing informationCox is required to provide a minimum of days’ notice before any rate action takes effectThe companywide increase that was scheduled went to take effect on October 6, 2016, and was announced in our customer’s monthly statement dated October 2, Given that our customer’s bill cycle started less than days prior to the rate action effective date, the increase took effect with the start of the customer’s November bill cycleRespectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the rebuttal of complaint ***.
We extend our sincere apologies for an internal miscommunication that left our customer without direct contact. This office has since spoken with our customer and had the services installed as requested at a rate that our customer agrees is acceptable.
Going forward this office will be sure to confirm all customer contact to avoid a situation like this in the future
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint and rebuttal ID # *** initially 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: Cox Communication's Executive Customer Resolution team responds to Revdex.com's case # ***. We have reviewed our customer's concerns and worked out a time to install the services and a time that worked for our customerWe have also sent coaching information to the
technician's team leader who had been out for the first appointment which had caused an issue with the customer's current service.Thank you, The Executive Customer resolution team

Dear Revdex.com: Cox Communications responds to Revdex.com Complaint # ***We are very sorry of the passing of your family memberWe have reviewed the information provided and found the obituary information for our former customer on-lineThis gave us the date in order to back
date the date of disconnect to bring the account balance to zeroThe payment that was sent to Cox Communications will be refundedThe normal refund process can take up to 6-weeksThank you, The Executive Customer Resolution team

Dear Revdex.com: Cox Communications Customer Experience team responds to case # ***Our Security team has been assisting our customer right along and working to review all customer claimsA specific appointment has been scheduled by security to investigate customer provided
information. Security concerns are private matters and Cox is currently working closely with it's customer.Thank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on October 4, with the assigned Revdex.com complaint ID of ***We apologize for the issues our customer experienced when he had our service. A Cox Executive Customer Resolution Specialist (“ECRS”) contacted
the customer on October 06, to discuss his complaint As a gesture of goodwill, our ECRS agreed to waive the Early Termination Fee that was associated with his accountThe customer indicated that he is satisfied with our resolution and has no other concerns at this timeSincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on December 27, with the assigned Revdex.com complaint ID of ***On December 29, 2016, A Cox Executive Customer Resolution Specialist (ECRS) contacted our customer in response to this complaintOur ECRS
confirmed that during a conversation with the same ECRS in February she was informed of the terms and conditions of her service agreement and her expected monthly rateShe was provided a direct contact should she have any concerns or requests for service changesEnsuring our customer’s privacy and security are protected is of the utmost importance to usCox offers multiple options for our customers to authenticate their account and if the account cannot be authenticated over the phone, a final option would be to verify with ID at a Cox StoreWe provided our customer with direct contact information should she have additional questions regarding this matter, or if she wishes to make any changes to her accountSincerely, Cox Executive Customer Resolution Team

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com case # [redacted].We have reviewed the customer's concern and found that the agent did not advise our customer about the cost for having non-publish phone service. We have since sent coaching information to the...

agents team leader. To correct the issue, we provided a flat credit posted to our customer's account today 12.4.15 in the amount of $71.09. This satisfied our customer. This credit equates to 12 months of non-publish service. Thereafter, the customer would be responsible for the cost of non-publish service. We apologize for the customer's experience and appreciate our customer's patronage. Thank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on July 5, 2017 with the assigned Revdex.com complaint ID of [redacted]. We apologize for the error that occurred which resulted in our customer’s month recurring rate to be incorrect. We made contact with our customer on...

July 12, 2017 in response to this complaint and we were able to make the necessary corrections to his monthly recurring rate and applied credit to his account to ensure his billing concerns were corrected. We provided our customer with direct contact information should he have additional questions regarding this matter. Our customer indicated that he was satisfied with our resolution and had no other additional concerns at that time. Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications is responding to the rebuttal filed with your office for the complaint assigned the ID of [redacted].
The alternate contact information was helpful in resolving this matter.  We spoke with the primary account holder and determined that the online order was placed inadvertently.  We have made the requested adjustments to the account and advised the primary account holder that the Monthly Recurring Charge (“MRC”) is back to the original rate.  As a gesture of goodwill we have applied these changes retroactively.
Sincerely, 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 #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

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 changes. To discuss this matter further, the agent who provided  their contact information  on 9.29.15 will be glad to disuss this matter further.Thank you, The Customer Experience 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 service. A Cox Executive Customer Resolution Specialist (ECRS) contacted...

our customer on March 11, 2016 in response to another communication. Per our customer’s request, an appointment was completed on April 5, 2016 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 resolution. We also credited her account for the trip fee referenced in the complaint. Our 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