Cox Communications Roanoke

Cox Communications files this response in regards to complaint [redacted] Cox Communications records indicates that the subscriber canceled her internet services on 7/29/as she no longer has a computerThe subscriber’s billing history indicates and displays she was not on billing from 7/30/through 3/20/ On 3/21/14, the subscriber contacted Cox to re-establish the internet service to complete the Cox bundle packageThe subscriber’s internet service was reactivated on 3/26/ On 3/26/14, the subscriber contacted Cox to find out what her internet password wasThe representative that she spoke assisted her with resetting her passwordOn 3/27/14, the subscriber contacted Cox to report her internet service was not working as she couldn’t get online with her tabletThe representative that she spoke to assisted her with getting back onlineOn 8/5/14, the subscriber contacted Cox to report her internet was not working as her tablet could not connect onlineThe representative that she spoke to explained to the subscriber she couldn’t connect online as she wasn’t home at the time On 1/3/15, the subscriber contacted Cox to review her billing charges as her services were interrupted The subscriber stated she was told she only needed to pay $to keep her services on During the call, the subscriber stated they made a payment in November in the amount of $and they had canceled the internet service two years agoThe representative that she spoke to informed her that Cox did not receive a payment in NovemberCox received a payment in the amount of $on 12/2/The representative informed the subscriber to provide a copy of her receipt to validate her claim that she made a payment towards her account in NovemberThe representative also informed the customer that our records indicate the subscriber reinstated internet services On 1/27/15, a member of the Cox Executive Resolutions team contacted the subscriber to review her billing concernsThe Cox Executive Resolutions Specialist explained the subscriber’s billing history, service charges and internet service activation and disconnection datesAdditionally, the subscriber was informed the billing charges valid and cannot be waivedThe subscriber’s final account balance is $ Sincerely, Cox Executive Resolutions

Cox Communications files this response in regards to complaint number [redacted] On 10/10/14, a member of the Cox Executive Resolutions team spoke to the subscriber to discuss their monthly billing rate and payment methodsThe Cox Executive Resolutions Specialist was able to offer our subscriber a new promotional offer that would reduce their monthly billing rate from to $per month for the next six monthsThe promotional offer is set to expire on 10/10/ The total credit adjustment applied towards our subscriber's account was $Due to our subscriber's check payment history with Cox, check payments have been restricted/blocked due to multiple non-sufficient funds transactionsOur subscriber's current account balance as 10/10/is $Our Collections department will be contacting our subscriber to setup a payment plan/arrangement to prevent her account from disconnected within the near future The Cox Executive Resolutions Specialist will be our subscriber's point of contact going fowardShould our subscriber have any additional questions or concerns they may contact the Cox Executive team member at [redacted] Sincerely, Cox Executive Resolutions

Customer had a balance on the account for $ Account has been zeroed out Executive Resolution Team

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

This issue has been resolved Cox Executive Resolution Specialist spoke with the customer on 9/ and explained that the box was $a month and the reason the monthly rate went up $was because we had a rate increase at the same time the box was added and the promotions were still the same but the discount was for the new rate Advise customer that I will have a campaign added to give him the box (value $8.50) for free for the next 12months Customer has my name and number if they need to discuss further Cox Executive Resolution Specialist

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me and I consider this complaint resolved
Regards,
*** ***

Cox Communications files this response in regards to complaint number ***. First and foremost, we apologize to our subscriber for the inconvenience this has caused and for the overall customer service experienceCox Communications takes this matter very seriouslyAll of the agents that
spoke to our subscriber will be coached and disciplined appropriately internallyA member of the Cox Executive Resolutions team has attempted to reach our subscriber and has left messages with their contact information to address this matter. After researching our subscriber's account, we have issued our subscriber's account a credit adjustment in the amount of $This credit waives the customer's initial installation fees, late payment fees, international call fee and service adjustments. We have ensured and verified that our subscriber's account is in the appropriate package they requested. Our subscriber's monthly billing rate with all taxes and fees included is $98.44, which will expire on 1/31/ The TV Economy package consists of channels 2-8, 10-14, 17, 19, 21, 23, 24, 27, 28, 32-35, 37, 38, 40, 43, 45, 50, 52, 57, 58, 60, 61, 66, 69, 70, 76-79, 83, 106, 109-111, 113, 116-118, 130-134, 307, 365, 901-950, 1004-1008, 1010-1013, 1021, and 1901-The Essentials Internet Package speed is 5mbps(download speed)/1mbps (upload speed). As of 9/26/14, our subscriber's account balance has a credit balance of $The phone service is a part of the current package our subscriber is receiving if our subscriber opted to remove the phone service we would need to switch her current packageIn order to make the required changes our subscriber wishes to make towards her account she can contact a member of the Cox Executive Resolutions team at number ***Again, we apologize for any inconvenience this has caused our subscriber and for the overall customer service experience
Sincerely,
Cox Executive Resolutions

Cox Communications files this response in regards to complaint ***We apologize for any misunderstanding or misinformation our subscriber receivedOur subscriber had a promotion which had expiredOn 12/5/14, a member of the Cox Executive Resolutions team spoke to the subscriberCox was able
to place a new promotion onto his account which will lower his monthly billing rate to $per month which includes all taxes fees for the next twelve monthsThe subscriber is aware that this rate of $is not price protected should there be a rate increaseShould you have any additional questions or concerns please feel free to contact a member of the Cox Executive Resolutions team at ***
Sincerely,
Cox Executive Resolutions

Cox Communications files this response in regards to complaint ***Cox Communications records indicates that the subscriber canceled her internet services on 7/29/as she no longer has a computerThe subscriber’s billing history indicates and displays she was not on billing from 7/30/through 3/20/On 3/21/14, the subscriber contacted Cox to re-establish the internet service to complete the Cox bundle packageThe subscriber’s internet service was reactivated on 3/26/14. On 3/26/14, the subscriber contacted Cox to find out what her internet password wasThe representative that she spoke assisted her with resetting her passwordOn 3/27/14, the subscriber contacted Cox to report her internet service was not working as she couldn’t get online with her tabletThe representative that she spoke to assisted her with getting back onlineOn 8/5/14, the subscriber contacted Cox to report her internet was not working as her tablet could not connect onlineThe representative that she spoke to explained to the subscriber she couldn’t connect online as she wasn’t home at the time.
These two occassions clearly indicate that the subscriber contacted Cox to get assistance with connecting online wirelessly with her tablet
On 1/3/15, the subscriber contacted Cox to review her billing charges as her services were interrupted The subscriber stated she was told she only needed to pay $to keep her services onDuring the call, the subscriber stated they made a payment in November in the amount of $and they had canceled the internet service two years agoThe representative that she spoke to informed her that Cox did not receive a payment in NovemberCox received a payment in the amount of $on 12/2/The representative informed the subscriber to provide a copy of her receipt to validate her claim that she made a payment towards her account in NovemberThe representative also informed the customer that our records indicate the subscriber reinstated internet services. On 1/27/15, a member of the Cox Executive Resolutions team contacted the subscriber to review her billing concernsThe Cox Executive Resolutions Specialist explained the subscriber’s billing history, service charges and internet service activation and disconnection datesAdditionally, the subscriber was informed the billing charges valid and cannot be waivedThe subscriber’s final account balance is $Our former subscriber's account has not been current since 9/02/Since that date the subscribe has carried a past due balance since thenBelow is a detailed description of our subscriber's account balance :
9/02/13: $
10/02/13: $
11/02/13: $
12/01/13: $
1/02/14: $
2/03/14: $
3/01/14: $
4/02/14: $
5/02/14: $
6/01/14: $
7/02/14: $
8/02/14: $
9/01/14: $
10/01/14: $
11/02/14: $
12/01/14: $
1/01/15: $
On 1/26/15, The subscriber disconnected their accountThere final account balance as of that date is $Cox stands by their decision and will not waive any fees
Sincerely, Cox Executive Resolutions

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.On 3/21/I did not call and reactivate the internet service On 10/22/I purchased a router from Cox but was waiting on my grandson to help me before I had the internet reactivated To date, I have not requested to have internet reactivated
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID *** and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved
Regards,
*** ***

Cox Communications files this response in regards to complaint number ***First and foremost, we apologize to our subscriber for any inconvenience we have caused herWe take this matter very seriously and will be coaching and disciplining all parties involvedWe have escalated this matter to
our Field Service Directors to conduct a thorough investigation to find out what transpired with the appointments that our subscriber stated were scheduled for 10/4/14, 10/5/and 10/6/14? On 10/8/14, a member of the Cox Executive Resolutions team contacted our subscriber to apologize for the issue and informed our subscriber we will coach and discipline all parties involvedAdditionally, the member of the Cox Executive Resolutions team issued our subscriber’s account a credit in the amount of $for the days their services were not working properlyOn that same day, one of our field service technicians went out to our subscriber’s residence to resolve their service issuesOnce Cox's Leadership finishes their investigation we will be following up with our subscriberAgain, we apologize for the inconvenience this has caused our new subscriberShould our subscriber have any additional questions or concerns he may contact our Executive Resolutions Specialist at ***
Sincerely,
Cox Executive Resolutions

Cox Communications files this response in regards to complaint [redacted].  Cox Communications records indicates that the subscriber canceled her internet services on 7/29/13 as she no longer has a computer. The subscriber’s billing history indicates  and displays she was not on billing from...

7/30/13 through 3/20/14.  On 3/21/14, the subscriber contacted Cox to re-establish the internet service to complete the Cox bundle package. The subscriber’s internet service was reactivated on 3/26/14.
 
On 3/26/14, the subscriber contacted Cox to find out what her Wi-Fi internet password was. The representative that she spoke assisted her with resetting her password. On 3/27/14, the subscriber contacted Cox to report her internet service was not working as she couldn’t get online with her tablet. The representative that she spoke to assisted her with getting back online. On 8/5/14, the subscriber contacted Cox to report her internet was not working as her tablet could not connect online. The representative that she spoke to explained to the subscriber she couldn’t connect online as she wasn’t home at the time.
 
On 1/3/15, the subscriber contacted Cox to review her billing charges as her services were interrupted . The subscriber stated she was told she only needed to pay $160.00 to keep her services on.  During the call, the subscriber stated they made a payment in November in the amount of $166.95 and they had canceled the internet service two years ago. The representative that she spoke to informed her that Cox did not receive a payment in November. Cox received a payment in the amount of $166.95 on 12/2/14. The representative informed the subscriber to provide a copy of her receipt to validate her claim that she made  a payment towards her account in November. The representative also informed the customer that our records indicate the subscriber reinstated internet services.
 
On 1/27/15, a member of the Cox Executive Resolutions team contacted the subscriber to review her billing concerns. The Cox Executive Resolutions Specialist explained the subscriber’s billing history, service charges and internet service activation and disconnection dates. Additionally, the subscriber was informed the billing charges valid and cannot be waived. The subscriber’s final account balance is $283.37.
 
Sincerely,
 
Cox Executive Resolutions

Cox Communications files this response in regards to complaint [redacted]. We apologize to our subscriber for any misunderstanding or misinformation that took place on 8/27/13 when the account was established. Our subscriber was provided with a 12 month introductory offer which discounted 50% off of...

the internet standard rate. The introductory offer expired on 8/27/14. On 10/9/14, a member of the Cox Executive Resolutions team contacted the subscriber and apologized for any misunderstanding or misinformation provided to our subscriber pertaining to their monthly billing rate. The Cox Executive Resolutions specialist offered the subscriber a six month promotional offer which would provide the subscriber with 50% off of their internet standard rate for the next 6 months. Additionally, the subscriber’s monthly billing rate would be adjusted from the date( 8/27/14)  their introductory rate expired. The subscriber declined the offer and chose to have their services disconnected as of 10/11/14. The subscriber will be returning their equipment at one of our retail locations. The Cox Executive Resolution Specialist issued the subscriber’s account a credit adjustment in the amount of $74.36. Once the subscriber returns their equipment on 10/11/14, the final balance of $33.59 will be prorated and adjusted to a final balance of $0.00. Should you have any additional questions or concerns please feel free to contact a member of the Cox Executive Resolutions team  at [redacted]  
 
Sincerely,
 
Cox Executive Resolutions

Customer had a balance on the account for $135.88.  Account has been zeroed out.  Executive Resolution Team

Dear Revdex.com
 
A member of the Cox Executive Resolutions Team contacted our subscriber to address his complaint.  HBO was free for the first 6 months only. The HBO free offer ended on 1/05/15. Per our subscriber's request HBO has been removed his account, effective as of...

1/05/15 and his account has been adjusted accordingly. We apologize for any inconvenience this may have caused our subscriber.
 
Sincerely,
 
Cox Executive Resolutions

This issue was resolved with the customer on 1/16/15. A member of the Executive Resolution Team contacted the customer and apologized for the inconvenience they have gone through over the disputed Cox Tech Solutions charges.  Due the amount of time they have been a...

customer the Executive Resolution team member had no problem crediting back all the charges related to Cox Tech Solutions and discontinuing the monthly service.  Thank you -Cox Executive Resolution Team

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  
Regards,
[redacted]