Cox Communications of Central Florida

I have reviewed the response made by the business in reference to complaint ID [redacted] 38, and find that this resolution is satisfactory to me Cox has contacted me and they are working to correct the problems As of now, the problems are not corrected, but they stated it might take some time to figure out what is wrong I will allow them a reasonable amount of time to find, fixand/or repair all connections, devices, lines, etcto provide the services that I have and continue to pay forI will contact you if Cox does not correct any and all problems that I am having Regards, [redacted] ***

We received and reviewed our customer's rejection After further review of her account, we can confirm that the Cox Digital Telephone service is not a part of the price lock guarantee agreement and can be disconnected, without an early termination fee being assessed, at any time However, our customer has been receiving Cox Advanced TV and Cox High Speed Internet services at discounted rates, because the price lock guarantee agreement is in place Disconnecting either of these core services before 6/19/will result in an early termination fee being assessed Thank you, Cox Executive Escalations SE

We reviewed our customer's complaint and Cox account. Our records indicate that our customer has already spoken to a Cox Corporate Customer Relations specialist regarding this matter. Our specialist explained the price lock guarantee agreement that our customer entered into, at her
previous address, in June 2014. Our specialist also advised that our customer will incur an early termination fee if she disconnects her Cox Digital Telephone service and/or her Cox Advanced TV service
Our records indicate that our customer entered into the price lock guarantee agreement on 6/20/14. Our customer received a copy of the agreement in her 6/24/statement. Our customer had until 7/29/to opt-out of the agreement. Since our customer did not do so, the early termination fee that will be assessed for disconnecting any of the core price lock guarantee services is valid
Thank you,
Cox Executive Escalations SE

I am rejecting this response because: The phone was never part of any contract, I was never fully aware of said contractIt was also NEVER explained to me that I was in a contractI did not agree verbally or via written agreement that I was ok with being in a contractNo one fully explained that if I accept internet and TV services that I would be in a contractI do not work for Cox, I do not know what a price lock guarantee means, therefore the terms and conditions should have been outlined and explained to me fully.
Regards,
*** ***

We received and reviewed the consumer's message. The consumer states that her credit report shows that her account was paid. That confirms that the report has been updated. The negative reporting cannot be completely removed from the consumer's credit report
Thank you,
Cox
Executive Escalations SE

We received and reviewed the consumer's complaint. We immediately referred it to one of our Construction planners. Our Construction planner has since contacted the consumer. Our Construction planner will be meeting with the consumer and arranging to have the necessary
work completed
Thank you,
Cox Executive Escalations SE

We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention. The complaint that she filed was sent to our attention for research and resolution. We are sorry to hear that our customer felt that she had no other recourse than to contact
the Revdex.com to get her concern resolved. We apologize for the poor customer experience that she encountered
We reviewed our customer's complaint and Cox account. Our records indicate that we have not had anyone out to address our customer's reported problems. One of our Executive Escalations specialists contacted our customer, today. Our specialist scheduled a trouble call to have the reported problems addressed by one of our Field technicians on 2/12/
Thank you,
Cox Executive Escalations SE

I have reviewed the response made by the business in reference to complaint ID 1*** and find that this resolution satisfies the first step is solving this problem. Mr*** *** met with me on my property this afternoon and said he will have a crew out to remove the line within the next two weeks. I will let you know if in fact the line comes down....experience with this company has made me take a wait and see attitude...in other words, despite Mr***'s kind demeanor, the facts are :"I've heard the same promise three times before!"
Regards,
*** ***

We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention.  The complaint that she filed was sent to our attention for research and resolution.  We are sorry to hear that our customer felt that she had no other recourse than to contact...

the Revdex.com to have her concerns resolved.  We apologize for the poor customer experience that she encountered.  
 
We reviewed our customer's complaint and Cox account.  Our records indicate that the installation fee was credited back to the account on 1/19/15.  Our records also indicate that our customer has since disconnected her cable and phone services, which lowered the monthly rate to $66.99.  The changes lowered the current balance to $87.15.  We will apply an additional credit of $20.16 to lower the balance to the amount of the new monthly rate ($66.99).
 
We apologize for any inconvenience we caused.
 
Thank you,
 
Cox Executive Escalations SE

I am rejecting this response because: I disagree, I was NEVER made aware that I was in a contract. I feel like I should be able to disconnect the TV without a fee. I did not verbally or written agreement say it was OK to put me in a contract. I never knew. 
Regards,
[redacted]

This is absolutely not acceptable.  Cox Communications confirmed on December 23rd that they confirmed that the collections agency was informed to remove the negative reporting on December 3, 2014 and that the problem was that I did not give them enough time to update my report.  Please look at this message history, it is all there black and white.  Now they are saying they will not remove both items?!  That is what they promised from the start and now they are saying they will not do it! 
Regards,
[redacted]

We received and reviewed our customer's complaint.  We first received a copy of this complaint, which was previously lodged to the Northwest Florida branch of the Revdex.com, on 4/14/15.  We immediately referred the reported problems to our Gainesville Field Operations escalations group. ...

They contacted our customer that same day and arranged to meet with her to address the problems on 4/15/15.
Our Field Operations and Plant Maintenance teams will continue to work to ensure that our customer's services are working properly.
Thank you,
Cox Executive Escalations SE

We received and reviewed our customer's rejection.  After further review of her account, we can confirm that the Cox Digital Telephone service is not a part of the price lock guarantee agreement and can be disconnected, without an early termination fee being assessed, at any time.  However, our customer has been receiving Cox Advanced TV and Cox High Speed Internet services at discounted rates, because the price lock guarantee agreement is in place.  Disconnecting either of these core services before 6/19/16 will result in an early termination fee being assessed.
Thank you,
Cox Executive Escalations SE

I have reviewed the response made by the business in reference to complaint ID 1[redacted]9, and find that this resolution is satisfactory to me. However, I think that it's worthy to note that the reason I had to consult the Revdex.com to handle this issue was because my complaints to Cox fell on deaf ears when I spoke to them on the phone. 
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted]38, and find that this resolution is satisfactory to me.  Cox has contacted me and they are working to correct the problems.  As of now, the problems are not corrected, but they stated it might take some time to figure out what is wrong.  I will allow them a reasonable amount of time to find, fix. and/or repair all connections, devices, lines, etc. to provide the services that I have and continue to pay for. I will contact you if Cox does not correct any and all problems that I am having.
Regards,
[redacted]

We regret any service issues our customer experienced recently, and regret also that we were not provided the opportunity to send a technician to his home to perform onsite diagnostics.
 
Please be advised that www.downdetector.com is a third-party site that provides anecdotal outage...

information which, according to its own disclaimer, is derived from aggregated user reports rather than information generated by the actual service provider.  Therefore, the information reflected on the site cannot be depended upon as completely accurate or thorough.       
 
With regard to our customer's account, Cox responded, on July 28, to his instructions that his service be cancelled immediately.  Cox not only honored our customer's request that same day, but also credited any remaining amounts due to his closed account, in order to accommodate for his dissatisfaction with Cox’s service. 
 
We regret having lost a valued customer, but appreciated the opportunity to serve him.
 
Thank you,
 
Cox Executive Escalations SE