Cox Communications of Northern Virginia

Cox followed up with the customer on 3/12/and applied a credit for the modem charge. As of 3/12/the customer's Cox account has no further balance due and the account is closed. Cox also confirmed with their collection agency that this account was not reported to customer's
credit bureau reports. Cox apologizes for any inconvenience this issue may have caused and Cox appreciates the customer's feedback

Cox again apologizes for any miscommunication on this issue. As a goodwill gesture, on 6/3/Cox has applied a prorated credit of $12.59- to the customer's account for her cable tv service, this credit is for the customer's cable tv service from 4/28/14-5/15/

We appreciate this being brought to our attention and sincerely apologize for any inconvenience this may have caused. This has since been resolved with the customerAn Executive Customer Resolution Specialist ("ECRS") contacted the customer and corrected the amount that was
due along with what their going rate will be for the next months, excluding any tax or companywide rate increases
The customer is satisfied with the resolution and has the contact information of the ECRS if there are any related concerns

Cox is following up with the customer. Cox has completed network repairs and will further address any billing concerns the customer has. A follow up message was left for the customer today 5/8/

We sincerely apologize that this matter was not resolved soonerAccording to our records, the equipment charges in question were adjusted on March 30, 2015. In addition, goodwill credits were applied to the customer's
account for the inconvenience
Cox has attempted to contact the customer on the telephone number provided on the complaint to advise of these changes, but was unable to reach himShould the customer have any further related questions or concerns, please have him contact Cox's Executive Resolutions team on the telephone number left by the Executive Customer Resolution Specialist

[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: ***
I am rejecting this response because:
This is not really a resolution I suppose they get to keep their A rating because of it though Pity
Regards,
*** ***

Cox spoke with *** *** on 5/7/14. An appointment has been scheduled for 5/10/to replace her modem with a *** modem. The new *** modem costs $89.99, however, Cox will be providing the new modem to *** *** for free, there also will be no charge for the technician
visit

Cox Cable was never a great cable company, and would constantly sneak in extra charges on our bill from time to time, but I was never more annoyed than when we moved and discontinued service A month after ending service, we received a bill for $for equipment I was shocked because we returned our cable boxes before moving When I finally reached a customer service representative, I was told I was being charged for our box I informed him that we purchased the box four years earlier and that he would see that we were not paying a monthly leasing charge as was evident on our bill He said I appeared to be right and I was told that the accounting department would "look into it" and get back to me within 3-days This is most definitely a scam!

Cox Sales Lead spoke with the customer on 5/13/and further discussed the complaint. Cox Sales Lead promised to review the recorded sales call and follow up with the customer on the results by 5/16/14. On 5/16/Cox Sales Lead reviewed the recorded sales call and confirmed:
the customer was advised she would only have access to local channels such as ***, ***, ***, and *** with the Advanced TV Flex Watch Plan along with *** & ***, the price agreed upon was $19.95/month for months. Cox Sales Lead left a message for the customer on 5/16/confirming what was quoted to the customer and she is getting billed correctly for services ordered

Cox contractor completed the restoration work on Tuesday July 29,

Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.Inboxx Revdex.com of Metro Washington DCJun (days ago)to me ---------- Forwarded message ----------From: Date: Tue, Jun 16, at 10:PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #***.To: [email protected], I filed this complaint in late January, and did hear from the Revdex.com about two weeks later that they were looking into the matter I never heard anything more, and never reported that I was not satisfied with Cox Communication's response to my complaint In fact, the matter was resolved with them, I believe at the end of February The resolution you outline now in your letter is not correct, as the matter was resolved In the interest of justice toward Cox, I reqeust that the is resolution statusbe updted in the Revdex.com file Thank you.***

On October 27th, 2015, we notified our customer that the issues had been identified and corrected within the software. On November 4th, 2015, the customer confirmed that the issues they had experienced are no longer occurring. We are confident that we have come to a successful resolution. However, the customer is more than welcome to contact us again directly for any further assistance regarding this matter if needed.
 
We appreciate the opportunity that the Revdex.com has given to us to assist our customer.
 
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

[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 the customer on 6/4/14.  Cox disconnected the customer's account as of 6/4/14.

[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]

Complaint: [redacted]
I am rejecting this response because:
please excuse me for  taking so long to respond back to your E-Mail.
I am still experiencing an issue changing and keeping the setting changed. if I log in,I am able to change the settings without an error but the features stay off. other 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 them. but 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 me. I 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 7 days since I have called, I call back and the case has been closed and resolved.  
email is the bast way to reach me. ill be available from 9-10:30 from tomorrow till saturday I have a break in between those hours.
thank you for your time  
Regards,
[redacted]

Cox spoke with **. [redacted] on 5/15/14.  **. [redacted] confirmed his internet service has been working well since the repair work was completed.  Cox has applied a 1 month credit for **. [redacted]'s internet service due to the problems he had.

Cox Tech Support Lead spoke with [redacted] on 7/7/14.  [redacted] confirmed that her services are working correctly, however, she was not happy with the support she received from the previous customer service representatives.  Cox apologizes for any inconvenience this issue caused and...

feedback has been sent to Management regarding her experience.

Cox again apologizes for any inconvenience this issue has caused **. [redacted].  Appropriate feedback has been sent regarding this issue so to avoid any future billing problems.  Cox confirmed with [redacted] that **. [redacted]'s account did not report to her credit bureau reports and her account was closed in good standing.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
Cox Communication continues to LIE.  While a full credit was applied to basically shut me up, they still fail to acknowledge their many mistakes in billing.  If it wasn't a mistake, then it was a purposeful and maliciously misleading non-disclosure of true pricing.  In the United States of America, we refer to that as false advertising.  They also failed to address the illegal tactics used by their collections representative who stalked me and my family at our home outside of the agreed upon appointment time. It is strange that when a billing error is identified, they have a seemingly innate ability to dodge a customer for months, but when they want their equipment, they can show up anytime they want. Perhaps I should have reviewed my bill with the shady character they sent out.
Nevertheless, it was never my intent to obtain full credit for fair and undisputed charges. I simply wanted (1) the erroneous or "non-disclosed" charges removed from my billing, (2) corrective action taken against the criminal employee who chose to stalk me, and (3) a sincere apology instead of the cocky attitude I received from the representative who was clearly angry that I filed a complaint with Fairfax County and the Revdex.com. 
I suppose full credit is all I am going to get due to the lack of integrity, sense of responsibility, and inflated egos plaguing the parties involved in the latter end of my relationship with Cox Communication. If they would rather pay me off for the last monthly service fee in exchange for all of the trouble they have caused, I will settle for that, but not under the false pretense that they have provided as the reason behind the resolution they have disclosed.
Please proceed with closing this case with my final input provided.
Regards,
[redacted]