Cox Communications New England

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/7/2015 and assigned the complaint ID of [redacted].
Our customer’s account was under a promotion that reduced the monthly rate of his service.  At the end of the promotional period, the price reverted back...

to the regular retail rate plus a monthly charge for the hybrid telephone/internet modem.  A policy change took effect in September of 2014 that began charging customers who were using a hybrid modem to support internet only.  At the time of the change customers were notified in their bill statement under the “News from Cox” section. 
Recent upgrades to Cox high speed internet service require that customers who have obsolete modems upgrade to a Docsis 3 model.  The Docsis 3 modem carries the same rental fee as the previous model, however, the upgrade will ensure that maximum speeds are delivered to our customers and that Cox is efficiently making use of the bandwidth used to deliver services to our customers.  Customers do have the option of supplying their own Docsis 3 modem if they do not wish to lease one from Cox. The equipment upgrade is also necessary to allow for discounts to be applied to the service.
The Cox Executive Resolution Team has spoken to our customer regarding this matter in the past. In order to resolve this matter we will need to verify the serial number of the modem being used to access internet.  The serial number is necessary for Cox to determine if the hybrid modem that we show active on the account since February 2013 is in fact the modem he is using.  Unfortunately, because we could not verify the serial number, we were unable to discuss the subject of discounting the internet services.
We have not been able to speak with our customer regarding this most recent submission.  Cox values our customer and looks forward to assisting him in resolving this matter.
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on October 21, 2016. Cox Communications extends a sincere apology to our customer regarding the experience that led to this escalation.  We spoke with our customer on October 26, 2016 in response to...

this complaint and we were able to make the necessary adjustments to his account to resolve his concerns. Our customer indicated that he is satisfied with our resolution.  We provided him with direct contact information should he have additional concerns regarding this matter. Sincerely, The Executive Customer Resolution Team, NE

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]

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]. 
See contents of 11/28/16 email below addressed to [redacted] [redacted] Sr. , Cox Communications | Executive Customer Resolution Specialist:   Mr. [redacted], Thank you for this follow up.  I continue to believe the rate action billed to me in the November 2, 2016 Monthly Statement is deceptive and an unfair trade practice.  The "notification" of the October 6, 2016, rate action you directed me to on page 2 of the October 2, 2016 Monthly Statement, under the heading “News From Cox”, could not have been more obscure and opaque -- no better proof of which is the inability of myself and the two Cox Communications representatives I dealt with to locate this information after a concerted effort to do so.  No asterisks, highlights or pointers to this important rate change information buried in the fine print of an otherwise routine-looking Monthly Statement.  This is just the kind of "gotcha" billing practice that will continue to alienate Cox Communications from its customers. Furthermore, the Cox Communications response to the Revdex.com serving Eastern Massachusetts, Maine, Rhode Island and Vermont (Complaint #[redacted]) states that "Cox is required to provide a minimum of 30 days’ notice before any rate action takes effect."  This is literally incorrect in that the notice in the October 2, 2016 Monthly Statement provided only four days actual notice of a rate change taking effect on October 6, 2016.  In any event, whatever notice was provided to me was insufficient to give me the opportunity to research and arrange for alternate internet services -- something I am actively pursuing at this time.  I will be copying the contents of this email to the Revdex.com website in response to the requests for comments to the response of Cox Communications to Complaint #[redacted].
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]

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 Revdex.com Eastern MA for your assistance

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 $25 returned check fee as you requested." He also waived a $20 reconnection fee.
Regards,
[redacted]

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/30/2016 and assigned the complaint ID of [redacted]. We have attempted to reach our customer at the phone number provided in the complaint as well as the telephone numbers we have associated with their account,...

but have not been unable to speak with them. We would like the opportunity to address the concerns brought forth in the complaint and review any issues you are experiencing with your services. A member of our Executive Escalations Team has been assigned to your complaint and has left their direct contact information where they can be reached. We appreciate our customer’s continued patronage and look forward to hearing from them so we may address to their concerns. Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 04/29/2015 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 appointment. Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com,   Cox Communications is responding to the complaint filed with your office on 1/18/2016 and assigned the complaint ID of [redacted]. We apologize for the inconveniences our customer experienced with their services. We look forward to the opportunity to addressing the technical issues...

our customer brought to our attention. We have internally addressed the customer service issues experienced while trying to address the technical and billing matters. We 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 account. This will be managed by the Executive Resolution team to honor the information provided by the original sales person. Our 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 matter. 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  7.27.15. The Construction Planners team will be reviewing the...

address. In addition, this point of contact will discuss the concerns as outlined by this potential customer pertaining to the build, wiring and timeline and build cost-if any once all is reviewed properly. In addition, this point of contact will work one-on-one with this customer. This matter will be addressed individually with our potential customer as this is a private line extension to the home. Thank you, The Customer Experience 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 # [redacted].   This is because Cox shut off our internet for non-payment and I had to use mobile data on my cell phone. If Cox did call, they did not leave a message with a contact name and number so that is untrue. They need to leave a message with that information and they can use my cell which is [redacted] or the one provided which is my husband's, [redacted], at [redacted]. Thank you.
Regards,
[redacted]

Please see attached
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 Communications is responding to the complaint filed with your office on July 4, 2017 with the assigned Revdex.com complaint ID of [redacted]. We apologize for the misinformation our customer was provided concerning her quoted rate. We made contact with our customer on July 6, 2017 in response to this...

complaint and we were able to make the necessary corrections to her monthly recurring rate and applied credit to her account to ensure her billing concerns were corrected. We provided our customer with direct contact information should she have additional questions regarding this matter. Our customer indicated that she 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 complaint filed with your office on 05/14/2015 and assigned the complaint ID of [redacted].
Cox Communications extends our apologies for the delay in rectifying this situation.  A clerical error resulted in the equipment serial number remaining...

assigned to the account after it was retrieved by the technician.  The information provided to the collections agency has been recalled as the equipment has been accounted for. 
We have contacted our customer and made them aware of our findings.  There is nothing owed on the account.
Sincerely, Cox Communications Executive Resolution Team

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 available. Unfortunately, we had no additional discounts to provide  to the  discounts currently on our customers...

account. Although,  we did advise our customer if any  deeper discounts were to come available we would reach out to advise. Also, our customer has our contact information if any other further questions pertaining to this concern. Thank you, The Customer Experience 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]

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]

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]. 
Just following up with my complaint, with Cox Communications.  Complaint #[redacted].  I have not gotten my check they have promised to me on 4 separate occasions.  The check should have been here by April 20th.  It is now April 24th.  They last said 7-10 business days for receipt.  That was promised on April 9th.  I am not satisfied with Cox’s performance in this matter.  I will be out of town from this evening until, May 8th.  So, if and when it may arrive I won’t know until I get back.  Thank you,[redacted]l
Regards,
[redacted]l

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 06/30/2015 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 service. This order was completed with the correct promotion and pricing. In January of 2015 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 complaint. We 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