Cox Communications of Northern Virginia

Cox spoke with ** [redacted] on 5/15/ ** [redacted] confirmed his internet service has been working well since the repair work was completed Cox has applied a month credit for ***'s internet service due to the problems he had

We sincerely apologize for the inconvenienceIt was determined that because the customer's remaining balance was already adjusted when her services were disconnected that the returned payment fee of $is no longer validA refund check in the amount of $will be mailed to the customerPlease allow up to 14-business days for the check to arrive With the returned payment fee being waived, the $refund check will in turn reimburse the customer for a $deposit that was refunded to her account on January 06, along with a $payment that was made on January 24, The Executive Resolution Specialist that contacted the customer provided his contact information if she has any further questions or concerns

Complaint: [redacted] I am rejecting this response because: please excuse me for taking so long to respond back to your E-Maili am still experiencing an issue changing and keeping the setting changedif I log in,I am able to change the settings without an error but the features stay offother days I get an error on one or the other and sometimes there's no problem I don't play with them much because I just need to be off more then on since I cant change thembut I really do need the features I don't want to be up set here about this, I feel it has been worked on it but something is wrong somewhere, but I don't feel that that I should have to pay for service that I have to have to go this route to have problem fixed each person I spoke to could not help mei stopped putting in tickets because All of the reps set the same expectations, "it will be escalated to corporate in atlanta." No one calls me back (when I had more availability) and when I feel it been a bit over days since I have called, I call back and the case has been closed and resolved email is the bast way to reach meill be available from 9-10:from tomorrow till saturday I have a break in between those hoursthank you for your time Regards, [redacted]

Cox removed the 2nd cable box from the customer's account on 2/13/ Cox followed up with the customer on 2/17/and confirmed that the 2nd cable box has been removed from the account, the equipment credit of $284.24- was applied to the customer's Cox account and a refund check was mailed out to the customer on 2/21/ The customer's Cox account is closed with no further balance due

Hello,> A member of Cox’s Executive Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint We apologize for not being able to reach the customer, but look forward to being able to resolve their concernIf she is still in need of assistance, she can contact us at the telephone number provided by the Executive Resolution Specialist Sincerely, Cox’s Executive Resolution Team

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Regards, [redacted] ***

Cox spoke with ** [redacted] on July 9, Cox apologized for the account issues she experienced and Cox confirmed that her account was not past due Cox followed up with their collection agency on July 9, 2014, [redacted] , and they confirmed that ** [redacted] ***'s Cox account has been closed out and it did not report to her credit [redacted] mailed a confirmation letter to ** [redacted] ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: [redacted] I have spoken with the Executive Resolutions Specialist for Cox Communications and my bill has been somewhat adjusted, and in addition they are also giving me one-time credits which will bring my equivalent bill for November through April to the level that was agreed to back in May This is all supposed to happen on my February statement, which will be released in a couple of weeks[redacted] Regards, [redacted]

Cox Accounts Receiveable Specialist Team has reviewed the customer's account. The balance on the account was correct and the customer is not due any credits.
">The customer had a $payment on 3/16/made on their previous Cox account (Acct# ***), the customer had that payment refunded back to their credit card on 3/22/on her current Cox account (Acct# ***)On 5/13/Cox Customer Care rep gave the customer a $credit on her Cox account, however, this credit was an error and should not have been applied since the customer already had the payment refundedThe customer made a $payment on 5/10/14, which the customer disputed with her credit card. The credit card company refunded the customer for the payment and in turn Cox processed the chargeback for that payment to the customer's Cox account on 6/27/When Cox posted the chargeback to the customer's Cox account it was discovered that the customer had been given credit for the previously refunded payment, so the credit was reversed since it was given to the customer in errorIf the customer claims that she did not get the 3/16/payment refunded or that the credit card refund for the 5/10/payment didn’t occur, then she would need to provide a copy of her credit card statements showing that she didn’t get the refunds

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
My current address has changed to *** *** *** *** *** ***Sterling va
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

A Cox Executive Resolution Specialist spoke with the customer and explained that the remaining balance of $172.07 includes the unreturned equipment and the remaining balance of $that carried over from the previous account. Cox sent two bills prior to sending
the aaccount to the collection agency. The customer stated he didn't receive either of themThe account was disconnected in June and the account was sent to the Collection agency as of July 29, 2014. Since the customer didn't get the bills they didn't realize the equipment needed to be returned and they threw it away. The customer has agreed to pay the balance $to zero out the account write-off and Cox has had the incident removed from their credit history. The customer was advised that it could take up to days for all three credit bureaus to be updated. Per the customer's request the Executive Resolution Specialist will be sending them a confirmation email that the account has been paid in full and the incident will be removed from their credit history. The customer has the direct contact information to the Executive Resolution Specialist if they have any further questions or concerns. Thank you - Cox Executive Resolution Team

Cox Loyalty Specialist spoke with *** on 7/16/and discussed his concerns regarding his bundled services. New discount promotions were added to ***' account which reduced the monthly cost of his bundle. *** has contact info for Cox Loyalty Specialist if he should
have any further questions

We apologize for the difficulty that the customer experienced in the return of her equipmentBesides returning the equipment at a Cox retail
location, our customers can use the return drop shipment method or have a technician pick up their Cox equipment We apologize if those options were not extended to the customer
We are always looking for feedback to further enhance the customer experience, and we will therefore learn from the customer’s previous interaction and improve upon our practices going forward
Once again, we apologize for the inconvenienceAnd it is our hope we will be able to service the customer in the near future
Sincerely,
Cox’s Executive Resolution team

Cox has closed this complaint

Dear Revdex.com,
face="Calibri">
Cox Communications files this response in regards to complaint ***.First and foremost, we apologize to our subscriber for the inconvenience this matter has caused themAfter thoroughly researching the subscriber’s account, Cox Communications was unable to a find any indication that the subscriber was promised and offered a $rebate offerHowever, on 8/3/15, a member of Cox Executive’s Team issued the subscriber’s account a credit in the amount of $Additionally, a member of the Cox Executive team contacted the subscriber to address their concerns and to setup a service call to take place on 8/7/A Field Service Supervisor will be going out to the subscriber’s residence to rectify their service issuesOnce the service call is completed, a member of the Cox Executive team will be contacting the subscriber to follow-upIn the meantime, should the subscriber have any additional questions or concerns, they may contact the member of the Executive Resolutions team at ***
Sincerely,
Cox Executive Resolutions

This is a customer located in *** County, California. A Cox representative from the *** County, CA system will be contacting the customer to address her complaint

'Arial','sans-serif'; BACKGROUND: white>On November 17, 2015, a member of Cox’s Executive Resolution team contacted the customer to address her concernsWe note that since the customer has taken advantage of several promotional offers discounting her monthly rateWe further note that it wasn’t until October that there was an official speed increase in her areaTherefore, the customer would not have experienced an increase in her Internet speed prior to our launch dateWe apologize that this was not explained to the customerHowever, she was able to confirm with the Resolution Specialist that her service is working properlyIn addition, she has accepted the above explanation and solution offered to her
We apologize for any confusion, and we appreciate the customer allowing Cox the opportunity to respond to her concerns.
Sincerely,
Cox’s Executive Resolution team

This customer is in the Cox *** Arizona system. This complaint was sent to Cox Northern Virginia in error. The complaint has been sent to Cox *** Arizona for follow up with customer

Hello,
A member of Cox’s Executive
Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint.
The Executive Resolution Specialist (ERS) noticed there is currently a work order scheduled for the internet issues. If the customer still needs further assistance, please contact Cox’s Executive Resolution Team at the number provided by the ERS
We apologize for not being able to reach the customer, but look forward to being able to resolve their concern
Sincerely,
Cox’s Executive Resolution Team

Cox spoke with *** *** on 7/2/and confirmed that the refund check is being mailed out to him on Monday 7/7/