Cox Communications of Northern Virginia

[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, 2014.  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].

I would like to see a one time courtesy credit or other incentive to my bill to compensate the capped bandwidth I was receiving while paying for the full premier Internet services for the past two years.

A member of the Executive Resolution team spoke with the customer on December 4, 2015 and apologized for the bad experience and for the mis information regarding the refund. Due to the miscommunication as a courtesy the Executive Resolution Specialist credited the customer for 2 months of internet...

service to cover the difference missing from the refund. The customer confirmed that the refund check was received and they were satisfied with the goodwill credit. Thank you allowing us the opportunity to address the customer’s concern. Executive Resolution Team

We sincerely apologize for the inconvenience. It was determined that because the customer's remaining balance was already adjusted when her services were disconnected that the returned payment fee of $50.00 is no...

longer valid. A refund check in the amount of $50.00 will be mailed to the customer. Please allow up to 14-business days for the check to arrive. 
 
With the returned payment fee being waived, the $50.00 refund check will in turn reimburse the customer for a $25.00 deposit that was refunded to her account on January 06, 2015 along with a $29.50 payment that was made on January 24, 2015.
 
The Executive Resolution Specialist that contacted the customer provided his contact information if she has any further questions or concerns.

[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]

It is not clear in your system if I should "accept or reject".  I agree with Cox that they contacted me on 7/2 and have indicated that a check should be generated on 7/7....

   While this is a positive development, until I receive the check I do not consider the matter resolved.
Regards,
[redacted]

[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 has been following up with [redacted] to address his service complaints.  Cox network services team completed a service visit on 8/5/14 to further investigate [redacted]'s service complaints.  Cox has also applied credits to [redacted]'s account in the months of June, July &...

August.  Cox will continue to follow up with [redacted] until his complaints are resolved.

[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]

To resolve the issue with the customer the Cox Executive Resolution Specialist (CERS) was able to get an new promotion added to the account to get the monthly rate to $216.79.  In...

addition they have agreed to credit the difference of the $191.00 from November 2014 through May 2015.  The customer is aware that they are currently on a promotion that offers a $55 discount, that will expire as of June 2015.   He will call back in to renegotiate a new monthly rate at that time.  The customer was provided the contact information of CERS and was satisfied with the adjustment and the current monthly rate.   Cox apologizes for the inconvenince this billing issue has caused our customer.  Thank you, Kathy G[redacted]- Cox Executive Resolution Team.

Dear Revdex.com,

face="Calibri">
Cox Communications files this response in regards to complaint [redacted].  Due customer privacy & security measures, Cox Communications cannot review the billing charges with a non-authorized account user. The subscriber will need to have the account holder contact contact a member of the Cox Executive Resolutions team at ###-###-#### to discuss their billing concerns.
 
Sincerely,
Cox Executive Resolutions

In accordance with the customer's request, we have applied a $100 credit to his account. We apologize that this was not addressed sooner.
While we regret losing a valued subscriber, it is our hope that we will be able to service the customer again in the near future.
Sincerely,
Cox’s...

Executive Resolution team

A member of the Executive Resolution Team spoke with the customer on May 19 and discussed the refund request.  The Resolution Specialist explained that a credit card reversal for $47.40 was completed on March 11, 2015 and...

she would need to dispute that refund with her credit card company.  Upon the customer's request a copy of all transactions to her credit card company was sent to her confirming the credit card reversal.  To try and resolve the issue and because of the frustration the customer was put through an additional credit was placed on the account for $39.90.  $19.90 for service credit and $20.00 goodwill and a refund was processed on 5/22/15 and mailed out on 5/26/15.  The customer was provided with the Executive Resolution Specialist name and number if they need to address the matter further.   Cox sincerely apologizes for any inconveinece we caused our customer.  Thank you -Cox Executive Resolution Team

[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:
[redacted]) called me with phone number ###-###-#### two times but not reached. I called him back two times not reached either, and left the voice message to him.
As I complained:
met a couple unprofessional associate and delayed to fix the Internet problem delayed a couple work due to the bad service Associate [redacted] hold the phone and let me wait another 6-10 minuntes for the next available associate when I asked her to transfer to her supervisor Associate [redacted] said he didn't have working id Supervisor [redacted], working id [redacted], wanted to compensate around $4 for losing Internet service, wasted almost 1-2 hour to call and talk to cox associate and delayed a couple work others I scheduled the appointment with cox Technician to come in home and fix the Internet problem since last week. But the Internet was working after the appointment was made. But the Internet was crazily broken again once I canceled the appointment. I had call cox to schedule the appointment again. COX couldn't recover previous appointment even if it's canceled only a 5 minutes ago. I had to wait until another day. That bad situation was repeated about 3 times until the Technician came in this morning. I lost Internet service about three days totally. my work had been delayed and wasted lots of minutes to call cox.
One of cox manager promised to have his supervisor to called me and discuss the compensation about the trouble which cox caused:
1. without Internet totally almost 1 week
2. I had to go back and out to use Internet outside to finish the work, lot of work was delayed
3. spent money to call cox  a few times to resolve the problem due to prepaid phone, it took almost 30 minutes to wait the next available associate in the phone every time when calling cox. It took totally about 3-5 hours to speak with cox. It cost  0.30 cent per minute in t-mobile   prepaid plan.
But nobody called me until I filed the complain to Revdex.com. Hence, I felt cox service is bad. Hope they could improve the service in future.
Regards,
[redacted]

[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.  
The employee that contacted me, Kathy G[redacted] (I believe was her name) was exceptionally kind and helpful and not only acknowledged my complaint, but resolved it and went above and beyond to compensate my for the time and money that I lost in this situation. I wanted to make sure she got the credit she deserved for what she did! Thank you! 
[redacted]

Cox Management reviewed **. [redacted]' complaint; although it was confirmed that she was billed correctly for her Cox services, as a goodwill gesture Cox made the decision to credit the balance on **. [redacted]' account.  On 3/7/14 Cox applied the credit to **. [redacted]' Cox account, there is no further...

balance due and the account has been closed.  Cox left a message for **. [redacted]' confirming the credit on 3/7/14.

Revdex.com Case # [redacted]

face="Calibri"> 
We sincerely regret any inconvenience that our customer has experienced with our company.
 
Upon reviewing the account with our Telephony Support Department, we had verified that the telephone features had been enabled by the user. During that time we had made a test call which confirmed the features were working properly.
 
Due to their limited availability, we attempted to reach our customer via e-mail to confirm if the issues were still occurring since no issues were found. We also advised in our email that customers may experience errors disabling or enabling the phone features online if the phone service is in use.
 
At this time we have not received a response from our customer. However, we will continue to attempt to reach them to confirm their concerns have been addressed.
 
Thank you for your time and consideration.
 
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

[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:
 [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 2014 through April 2015 to the level that was agreed to back in May 2014.  This is all supposed to happen on my February statement, which will be released in a couple of weeks.[redacted]
Regards,
[redacted]

Hello,

class="MsoNormal"> 
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 concern. If 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