Cox Communications Roanoke

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 methods. The Cox Executive Resolutions Specialist was able to offer our subscriber a...

new promotional offer that would reduce their monthly billing rate from 165.77 to $143.78 per month for the next six months. The promotional offer is set to expire on 10/10/14.  The total credit adjustment applied towards our subscriber's account was $105.75. Due to our subscriber's check payment history with Cox,  check payments have been restricted/blocked due to multiple non-sufficient funds transactions. Our subscriber's current account balance as 10/10/14 is  $373.00. 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 foward. Should our subscriber have any additional questions or concerns they may contact the Cox Executive team member at [redacted]  
 
Sincerely,
 
Cox Executive Resolutions

This issue has been resolved.  Cox Executive Resolution Specialist spoke with the customer on 9/ 17 and explained that the box was $8.50 a month and the reason the monthly rate went up $15.00 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 apologized I left off the part pertainging to the drop. The drop was also taken care of as of 9/12.  Customer has confirmed the drop was removed.

Cox Communications files this response in regards to complaint [redacted] . We apologize for the issues our subscriber experienced with cable and internet services. Due to the service issues our subscriber experienced Cox has credited the early termination fees. The total credit amount posted...

towards the customer’s account was $154.82. On 1/10/15, the subscriber was contacted by a member of the Cox Executive Resolutions team. The member of the Cox Executive Resolutions team informed the subscriber their early termination fee has been adjusted and their monthly billing rate for their Home Security service is $38.17 per month.. 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

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]

Review: Once again, I had resolved billing issues with this terrible company, Cox communications. The price was agreed upon and the issue resolved. Once again, this disreputable business sends me an exorbitant bill in the mail almost $60 increase! Totally unacceptable. This company is so underhanded, trying continually to increase a person's bill and not by just a small amount, but by a huge amount. On top or nickel and diming people with small fees and extra boxes. Totally unacceptable.Desired Settlement: This company needs to refund the money they have stolen from me this last cycle. Then, they need to contact me and assure me the price has been corrected for future installments. The quality of programming has continued to deteriorate, with other options becoming more enticing as this company is ridiculous to deal with. They need to contact me immediately to resolve this issue, and not just some 800 number rep who will try to waste my time telling me what they can't do for me. I want a call form someone that can help to bring this ridiculous issue to closure.

Business

Response:

On June 7, 2016, a member of Cox's Executive Resolutions team contacted the customer to address his concerns. It was explained that the reason for the increase in his bill was because a promotional discount ended on May 7, 2016. The customer was informed of this expiration date in May 2015. The Executive Resolution specialist added new, qualifying promotional discounts to his account for a period of 12 months. Currently, his new monthly rate is $123.72 which is subject to change at the end of his Price Lock Guarantee on May 7, 2017. We appreciate the customer allowing us to address his concern and we will continue with our commitment to ensure that our customers are receiving the best service possible.Sincerely,Cox’s Executive Resolutions team

Consumer

Response:

Hi, the resolution is fine. Its just that I have not seen a corrected bill showing that the new pricing was retroactive. I was assured it would be retro to a certain date in May so that I would in essence be refunded for the last bill which was very overcharged. Then subsequent months would be at the same rate of $123. I agreed with this action, I just havent seen a corrected bill so I cant in good faith say the issue was resolved.

Regards,

Consumer

Response:

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,

Review: Cox communications has my billing all messed up, its their mistake and they refuse to handle it..I ordered an extra cable box for my living room and was told on the phone by the agent it would cost me $7 more per month, I was paying $88 per month. they said I could pay a fee of $40 to have them bring the box to me and install it or I could go to their nearest location and pick up the box and install it myself and not pay an installation fee.. I chose the latter and went to pick the box up on July 5 ,2016. When I got their the rep pulled up my account to see my order and she came back and handed me the box and I left. I hooked up the box and that was it. When I got my bill it said $157.26 so I called them to tell them that was incorrect. They looked at my account and said I had a DVR box and I told them that was not what I ordered and that was not what I was quoted or asked for. They sent a guy out to swap out the box since it was thier mistake she said they would not charge me for that and then I was told my monthly bill would be $102 plus tax bring it to $109.57. They admitted right their it was their fault so they should not have even billed me for the DVR box inthe first place. That was still much higher than I was told but I accepted it. I got my bill again and was still saying I owe $157 so I called again and told them I was not paying for them giving me the wrong box, the rep should have been paying attention to what she gave me and if she would not have been on her cell phone and paid attention to what she was doing she would have given me the right box in the first place that was on my order. They will not correct it and I am not paying for their mistake.Desired Settlement: I want them to adjust my account so that it reflects the correct amount of $109.57 and see that it was their mistake for handing me the wrong box and provide better customer service . I should not have to contact them each month because my bill is wrong

Business

Response:

Cox apologizes for the customer’s experience. On July 4, 2016, the customer contacted Cox’s Loyalty team. She was offered a promotional discount to add a second cable box to her home, but did not take into account the promotions ending within 30 days. Due to the misinformation she was given regarding the price of her account, we have sent coaching feedback to the agents involved. The Resolution Specialist applied a credit to her account for the misquoted price, and applied new qualifying discounts in order to honor the quoted price. Her new monthly rate will be $97.96 for 12 months excluding any market wide rate increases. We appreciate the customer bringing this matter to our attention, and we will continue to strive to provide flexible solutions to meet our customers’ needs. Sincerely, Cox’s Executive Resolutions team

Consumer

Response:

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,

Review: I have had nothing but problems with this services. It started with the first day of install, the tech showed up with only one receiver and not four that was requested. I called the customer service line and they said I would have to order the other three or could go pick up the other receiver at store. We went to the store on V[redacted]. and they told me that they didn't know what receivers we have. The manager told us to call back to customer service and schedule an appointment for them to come out and install. The customer service told me that we would get a $50.00 credit for the problem and we won't be charged for install. We waited five more days for the other three receivers. When the tech came out, I asked him about the parent block for the boys' room. He asked me that I waited the code to be and what things I wanted to block. I told him to block all paid movies and rated R movies. He told me it was done on they TV. I also asked about the credit,installment fee, and the gift card for $300.00. He told me to call customer service about those issues. They told me that we would see it on next bill the credit, and the gift card that I had to go online. I went online to get gift card, it said it would take 4 to 6 weeks. So I waited for new bill, but I I keep get emails and phone calls about going All Ditgal. So I called and was told that I was all ditgal and to don't worry about the emails. Got the bill and it stated that I got a credit of $25.00 and was charged $50.00 for installment. I called back to get them to fix the bill, they did. I waited to pay till I got new bill, I was told I had to pay $136.40 on the 13th. I called them to see how I could make the payment because my wife had the card, the rep told me to pay it at [redacted]'s. I paid it and called back the same day on the 13th, the other rep told me that it would take 2 to 3 days to get payment because it was made thru third party but "don't worry it's not scheduled for disconnect". The next day on 14th at midnight, all services were turned off, I called and they were closed. I called back on the next date and was told to go into the store. I went into the store again, the rep made copy of my receipt and told me that it would be on that day. I went to work and got home it still wasn't on. I call customer service again to tell them the problem , they told me that "no" it wasn't paid. They told me that they couldn't help me and that I had to go back to the store. I called the store with this problem, she told me that the last rep didn't put it in the computer. She also told me that he shouldn't of told me that it would be back on today. The services were turned back on in 20 minutes. I also got the new bill, the block for pay pre view wasn't on (like the tech told me it was) and was charged over $75.00 in kids movies. Also I'm still being charged for the receivers again when was told it would be free for the first year. My issues are incorrect billing and lack of communication (all across the board). Sales reps, techs, customer service reps, and store reps DON'T communicate with each other, so little issues become very big ones. Communication is in your name and that is a very, very serious problem. The billing is another big issue, customers are your business. EVERY bill I have received is incorrect.Desired Settlement: I would like the bill to be corrected, movies charged and receivers charges for the last three months. I also was told I would get a $300.00 gift card. I'm very seriously looking for another services and even thinking about taking this to social media. I will be waiting for your response via email.

Business

Response:

Based on the customer’s subscription of services, he only qualifies for a $100 gift card. We have verified its approval, and it will be mailed to the customer within 3-4 weeks. Due to the misinformation provided about his services, we have placed him under a new 24 month promotional offer, which includes the upgrade of his Internet service from Internet Essential to Internet Preferred. We have also adjusted his current balance (due by 07/21/2016) to reflect a zero balance. The customer was given the following pricing for his Cox bundle: $152.67 (including taxes) months 1-12 and approximately $215.xx months 13-24 for his 2 year service agreement. We apologize to the customer for his experience. However, we appreciate him taking the time to bring this matter to our attention. Sincerely, Cox Executive Resolutions team

Consumer

Response:

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,

Review: I have contacted Cox Communications several times. The first was because I was being charged for around 300 channels that I didn't subscribe to. I was given a free month of cable for all of the hassle I had trying to get my internet to work, nothing was said about canceling the service after a month!! I called and was able to get things straightened out to only receive basic cable. After downgrading to basic cable the cable box I had/have will not work! I have called numerous times and they send a signal to try to get it to work. Always nothing says no signal on my tv. I called few minutes ago and told the lady I had not received a mini box for another tv in the apartment but never received that mini box, all though the automated system says I have recently received the mini box. My main complaint is the lady on the phone today ask why had I not called before now I said I have several times then she ask about the box we first received in February that worked fine until we downgraded our channels. She proceeds to ask me why did I unhook the box from my tv I told her it showed no signal and that's all it showed. She said did we tell you to unhook the box!!! Well it doesn't work and if I hook up from tv straight to cable I could get the channels that have not gone digital yet so I would assume it's the box. All I know is Cox Communications has been more hassle than anyone I have ever dealt with, and for her to speak to me like I'm stupid! I will not let someone that I pay their salary disrespect me!! All I want is basic cable, Internet, and a total of 2 boxes for my apartment and it seems like I'm asking for a million dollars.Desired Settlement: I would like to have Internet and basic cable and two boxes of any kind that will provide me with cable television! I was also promised credit to my bill for all the hassle so I would like to receive some kind of compensation for my time and aggravation.

Business

Response:

We apologize to the customer for her experience. On July 26, 2016, a member of our Executive Resolutions team contacted the customer to address her complaint. A Cox Field Technician was dispatched on July 29, 2019 to install the needed Mini-Box equipment and to investigate any lingering issues with the main cable box. The customer confirmed with the Executive Resolution Specialist that services are now working and agreed to a $20 credit to waive the installation fee. Should the customer have any related questions about this matter, she can contact the Executive Resolution Specialist at the phone number provided to her. Sincerely, Cox Executive Resolutions team

Review: Worst service ever . Will not work a good time for a service call to move and reinstall service after the 4 th appointment still not resolved. Two calls where I was on hold one hour the first and 1hour plus the next time . They call center don't know much about what the are selling either. For Almost 300 hundred a month for Internet and contour 2. The you don't even have excess to is insure .Desired Settlement: Price adjustment and or cancel poor service

Business

Response:

A member of Cox’s Executive Resolutions team attempted to contact the customer on two separate occasions via the telephone number provided in the complaint. We apologize for not being able to reach the customer by phone, but our records confirm he spoke with a Sales agent at the local Cox store on July 27, 2016. We note that his cable service was installed on July 28, 2016. Since the service did not work after transferring service, we have issued a courtesy credit of $295.18 which will cover the installation fees and the balance due on August 12, 2016. In the event the customer has any additional questions about the matter, the Executive Resolution team can be contacted at the telephone number provided in the voicemails left with the customer. Sincerely, Cox’s Executive Resolution Team

Consumer

Response:

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. But the cox service man came and made the phone call and had the box turned on and didn't understand why they just could t do that.

Regards,

Review: It is more than just Advertising issues. Cox Homelife's salesperson said and assured me that the two-year special was $29.99 (there are advertisements on TV, newspaper in the store service window). When the day of installation came, an email came with a contract saying it was $44.99 and I refused to sign it. The tech went outside on the phone came back and installed the security equipment. When my bill came I was charged near $500 so I called and explained that I was promised free installation and one camera. They said they would fix it. Then the product started not working, would take pictures and video all the time when under the 50 pics allowed. The alarm wouldn't set, the alarm went off because the menu screen would take my password, the buffering of the camera was constant. When I went to discontinue the service a month or so later they said it would be a $500. termination fee!!! I cannot afford that on Social Security, they refused to hear anything and I told them to disconnect and as of this writing they have not. The Loyalty Department of Homelife was rude and threatening and refused to even help except have a tech come out and only come out. The tech called and I spent 20 minutes going through tests. No tech was to come out. I called back and person in Loyalty refused to accept this. I told her to disconnect and she refused and hung up. She sent me the original contract and it "had my name and initials on it" I did not sign. I contacted someone who is in an IT department and they said, the owner of the key and originator company has the authority to do this. It has been a nightmare and I had family here all day after this 2 and 1/2 hour phone calls on and off trying to resolve this issue. I believe they are treating me unfairly, according to there Ethics Statement they have violated every point. If you do not handle this or cannot handle it please direct me to who can. Thanks so much. [redacted]Desired Settlement: Resolution to termination fee of $500 - Removing the electronic signature that I did not sign because of the difference in advertising prices and denying they signed it when I know that only Cox can do this other than me. Not turning off the service when requested. Apology for threatening me with keep the service or pay $500 and the 2 1/2 hour phone calls that released no resolution to my issues.

Business

Response:

We apologize to the customer for her experience. In response to the customer’s complaint, a member of our Executive Resolutions team contacted the customer, and a mutual solution was reached. We know that the customer’s time is valuable. And we appreciate her bringing this matter to our attention so we can continuously strive for improvement and excellence in the delivery of our products and services. In the event the customer has any related questions or concerns about this matter, we ask that she please contact the Executive Resolution Specialist at the phone number provided to her. Sincerely, Cox’s Executive Resolutions team

Consumer

Response:

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,

Review: I have Cox Cable's Ultimate Tier internet service and for the past 6 months during peak hours (5pm-12am) I no longer get anywhere close to what I'm paying for. The speed I pay for is 200mbit downstream / 20mbit upstream. I average 40-90 during peak hours and this is unacceptable. I've called over 10 times, chatted with them, and had visits from field techs to my house. Nothing has been done, and they refuse to give me any updates on when this might improve. My area needs a node split, and no one will tell me when this will happen. This problem is on going and hasn't been resolved yet.Desired Settlement: I would like to have a credit applied to my account for (at minimum) the last 6 months for at least $30/month to match the level of service that I actually receive.

Business

Response:

Cox has determined that a node split would be the best solution to improve the customer’s Internet experience. We anticipate that his node split will be completed by the end of December 2016. On June 22, 2016, a member of the Cox Executive Resolutions team contacted the customer to address his concerns. We have reached a mutual solution with the customer to help offset what he was charged for his past six months of service, in addition to what he will be billed from June 2016 to December 2016. We appreciate the customer’s acceptance of our offer. Cox apologizes for the inconvenience, and we will continue to aim for improved product and delivery of our services. Sincerely, Cox Executive Resolutions team

Consumer

Response:

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,

Review: My address was [redacted]. My phone [redacted]. My acct #: [redacted]. I had cox internet service from june 1 2016 to july 7 2016. I took my equipment to the valley view location in Roanoke (where I was told to drop it off), let them know I was moving, to stop service and stop billing me. It is almost september and I am still being billed! I cant seem to get help. I have my receipt where I droped off my equipment.Desired Settlement: I want my bill corrected and a credit for the outlandish lack of service.

Business

Response:

A member of Cox's Executive Escalations team contacted the customer to address their concerns. The customer was advised that Cox records confirm that the customer was installed on April 29, 2016 and was disconnected on August 15, 2016. The customer did return the equipment on July 6, 2016 and therefore a service credit was applied to the customer's account to cover the service from July 6 through August 15, 2016. The customer was also issued additional credits including late fee charges and reactivation fees and has been advised the new balance in the amount of $275.59 is for services rendered. If the customer has further concerns they have been provided the contact information of the Executive Resolution Specaislit assigned to this case. Cox appreciates you allowing us the opportunity to address this matter. Sincerely Cox's Executive Resolution team.

Review: I contacted Cox last week regarding not being able to afford their services any longer. They told me that if I dropped programming or dropped my internet that my monthy payment would go from the proposed $150 to $180 / month. After telling the agent ( a woman) that I would send in my payment that day (paying online billing, and called originally because I hadn't received my bill and was trying to figure out how much I owed.). She had informed me that I was up against my due date so I agreed to pay immediatly. After trying to adjust my budget and money just not there I called back to cancel my service. I got a man who was so rude and refused to help me other than to yell about how bad Cox's competetors were. He refused to listen to me and my last words to him was please disconnect my services before I hung up. He would not quit trying to argue with me and I did not want to argue. I called back on 7-21 and spoke with a woman to find out where to take my equipment. (I had already gone with another provider). She said I would have over $240 disconnect fee and said I was never disconnected. She tried to tell me she could give me better deal than my new provider but I explained that it was too late and I just wanted this over because it had been such a horrible experience. She also got rude when I started questioning her about disconnect fee and when I asked to speak to a supervisor I was disconnected. My complaint is that you never sign any contract , they never give you a choice really once they have you, I had a 2 year freeze on my account and it still kept going up. They always have a reason why but that is never explained to you up front. There is really nothing the consumer can do about being bullied like this....Desired Settlement: I just want service cancelled and not to cost me anymore. I've paid enough to be treated like this!

Business

Response:

We apologize that the customer’s services were not cancelled when requested. However, we can confirm that her services were disconnected on July 21, 2016. In accordance with the customer’s request, we have adjusted the remaining balance due to reflect a zero balance. We ask that the customer please allow up to 72 hours for these adjustments to post to her account. 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 Executive Resolutions team

Consumer

Response:

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,

Review: Internet Speed paying for 200/20 getting around 5-15mb(Download)/20(upload).

Below is the response from the business previously.

"This is in response to the customer’s concerns. As we already responded to the FCC, Cox has identified that a node split is the best resolution to correct the situation. We anticipate that his node split will be completed by the end of April 2016. While we expect for this to be completed on time, in the event we’re not able to complete it by April 30, 2016, the customer has been compensated from October 2015 to July 2016. Cox apologizes for the inconvenience. In the meantime, should he have any further questions or concerns, we ask that he contact our field leader at the phone number provided to him. Sincerely, Cox’s Executive Resolution team "

I've tried to contact the field supervisor on multiple occasions. I've tried to contact corporate in Virginia and Atlanta. I've reached out via Email, Phone, IM, and forums. I never receive a follow up from anyone. Also, I was not compensated from October to July on the Phone in January talking to [redacted] it was compensation for 3 months.

Between 3PM - Midnight the internet is unusable I cannot upload files, stream, work, etc. Basically reduced to Dial up speeds.Desired Settlement: Node split, a tad bit of communication, and any other issues fixed. To be able to use a service you pay for ( At the present time between 3PM - Midnight the service is almost unusable. Think dial up speeds).

Business

Response:

We can confirm that a member of Cox’s Field Leadership team has contacted the customer to address his complaint. We apologize for any inconvenience. However, we will continue working closely with the customer to get this issue resolved as quickly as possible. Sincerely, Cox’s Executive Resolutions team

Consumer

Response:

I would like to receive copy of the response you sent to the FCC via mail(As I never received it). I would also like to have any ticket numbers relating to the node split and the master ticket with work plans/eta of the node split. I do wish to work more closely with you guys but I can never get through through support, exec, and local support. At the current time I just receive grossly estimated timelines of when the node split "might" happen and when that timeline passes I receive another estimation. I've never got any clear cut plans of anything. I just want more information because if you look at the image bellow and tell me that whats going on is right then I don't know what more to say. I've attached an image of my speed at night this was 5/17/2018 9:35PM Eastern Time "Hi [redacted],Your Ticket No. [redacted] was served on your carrier for its review and response. Your carrier has provided the FCC with a response to your complaint. You should receive a copy of the response from the carrier within 7-10 days via postal mail. As such, no further action is required. Your complaint is closed.We appreciate your submission and help in furthering the FCC’s mission on behalf of consumers.

Business

Response:

Regarding our response that was sent to the FCC, a letter was mailed to the customer on February 11, 2016 to the address provided on the complaint. In addition, all consumers have access to the electronic copy we file with the FCC. In short, we anticipated that his node split would be completed by the end of April 2016. However, due to unforeseen conditions, the completion date has been pushed to mid to end June of 2016. On May 22, 2016, a member of Cox’s Field leadership team contacted the customer to address his ongoing concerns and to update him about our estimated timeline. We appreciate the customer’s patience throughout this process, and we apologize for the unexpected delay. However, we are pushing to get this completed as soon as possible. Sincerely, Cox’s Executive Resolutions team

Consumer

Response:

If this is true I gladly accept it. You do not know what it's been like for 7months I feel like I've been tossed back into the stone age. I've had trouble doing basic browsing, streaming, etc. It's been almost a nightmare for anyone inside the household to use the internet. I've attached a image of my speed once more so you can see what It's been like from 200/20 to .11 PLEASE, I BEG OF YOU TO KEEP UP THE COMMUNICATION through the process. Have someone call me to tell me that it has begun and when it's finished. All I asked for from the start was communication. "What's going on?" Type of situation. I never wanted to be a sour customer.... You should understand how crucial internet is in today's society when you go home at the end of the day or If you do work from your household. Just please have [redacted](preferably) call me to update me on anything. I just want this over with... November till now. I do not want to go through summer when everyone is out of school and using the internet heavily with dial up speed. One last thing - If there is any work # relating to the node split? Like a construction work order #? If so I would like it. I'm still skeptical because of how many times the date has changed...

Review: My problem is billing and customer service. On July 12th. The rep put on wrong date of payment arrangement. And my checking account was drafted. From that point. My second payment was rejected. Now I cannot make payments arrangment. And my services was cut off. I tried to talk to someone and bird in collections was very rude at 5:50 on 8/2/16. My bill went from 196 to 384. They are charging me eztra that I don't know cause services is off.talked to [redacted] collection supervisor on 8/2/26 did not help . It's not right that I got penlizedvfor there mistake.Desired Settlement: I want my services restored. The check rejection lifted off my account. And my bill credit

Business

Response:

We apologize to the customer for her experience. Upon receipt of her complaint, a member of our senior collection team contacted the customer to address her concerns. As requested by the customer, we have lifted the check rejection from her account and restored her services. Once again, we apologize for this inconvenience. And we appreciate her allowing Cox the opportunity to respond to her concerns. Sincerely, Cox Executive Resolutions team

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: On 04/26/2016, Cox sent a technician to my house for installation. The technician attempted to drill a hole from the outside into my home and drilled a hole right up into my hardwood floor. The technician called his supervisor, who came and looked at the floor and stated he could not fix it. The supervisor advised that he would get in touch with a flooring company and have them come fix it. He left his name and number with us. I called Cox and spoke to three people about the incident. The last person I spoke to had discussed it with their dispatch center and advised that it was a vendor that had been sent out and that that person would be calling us to apologize and discuss a credit. We called the number that the supervisor had left and finally got a hold of him on 04/29/2016 after two attempts. He stated that the flooring company would be out the following day, 04/30/2016, to inspect the floor and see if he could fix it. A while later on the same day, we received a call from a different supervisor who advised that the flooring company would not be coming on 04/30/2016, but would be coming on the morning of 05/03/2016. The flooring company guy came and looked at the floor on 05/03/2016, wanted the vendor to pay him money up front, and stated that he would be back on 05/07/2016 to fix the floor. We waited the whole day at home for him to show up and he did not show. I called Cox again on 05/10/2016 and advised the person that it had been two weeks since the incident occurred and that my hardwood floor had not yet been fixed. The guy I spoke to told me that the process had not been completed on the vendor’s end, so he was putting it in for Cox to handle in-house. He advised me that someone from their department would call me within 48-72 hours to discuss ways that our issue could be resolved. The flooring company guy called us on 05/16/2016 and advised that he had still not been paid to come fix our floor. As of today, 05/22/2016, I still have not heard from Cox, which is why I am filing this complaint.Desired Settlement: I am requesting that Cox pay for repairs to fix my floor.

Business

Response:

We apologize that the customer did not receive a returned phone call within the 48-72 hour time frame as promised. On May 23, 2016, a member of our Claims team contacted the customer to address his complaint. We will have another floor technician return, and we will continue to work with the customer to ensure that his concerns are resolved to his satisfaction. Sincerely, Cox’s Executive Resolutions team

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I am rejecting the offer made by Cox based on inaccurate information included in their response. No one from Cox's Claim Team has contacted me. In fact, I haven't heard from anyone with Cox. On 05/23/2016, I received a call from the vendor supervisor with [redacted]. He was the supervisor who came out to look at the floor right after the incident had occurred. He advised me that he was under the impression that our floor had already been fixed, as he thought the flooring company was going to go ahead and do the work. That information is inaccurate as well, as the flooring company (that was chosen by the vendor) advised he wanted the amount to be paid in advance before he fixed our floor (as stated in my original complaint). The vendor supervisor advised that he was waiting on a quote from the flooring company before cutting a check. From the information I have received from the flooring company, the quote was sent last Tuesday, 05/24/2016. I want Cox to work diligently to resolve this issue and make sure the flooring company is paid so that my floor can get fixed.

Regards,

Business

Response:

We apologize for the misunderstanding. However, we can confirm that the flooring company has received their payment and has contacted the customer to schedule a time for the repair of his floor. Should the customer have any further questions or concerns, he can contact the WCC manager (Cox’s business vendor responsible for the damage claim) at the phone number provided to him. We look forward to resolving this matter as quickly as possible. Sincerely, Cox’s Executive Resolutions team

Consumer

Response:

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 and that this complaint has been resolved. The flooring company came and fixed the floor on 06/05/2016.

Regards,

Review: I just recently received a delinquent bill from a collection agency for Cox Communication stating that I owe them $320.14 from 5 years back well I had my social security number stolen from a company that I had done business with and had to put a freeze on my account back then and I have My ID Care on my credit report now because the same thing has happened again so I knew nothing about this bill in my name until now and I should not be held responsible for it the address that they gave I didn't have any cable in my name it was in [redacted] at that time I had no utilities or anything else in my name so it would have been forged. So can you all please help me get this resolved.Desired Settlement: That they remove this delinquency from me.

Business

Response:

In response to the customer’s concerns, we have mailed the customer a fraud packet to the address provided in the complaint. Once all information is received, Cox’s Fraud Investigator will research this information and provide a final determination to the customer in writing. We apologize for the inconvenience, and we look forward to resolving this matter as quickly as possible. Sincerely, Cox Executive Resolutions team

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: My wife and I *like* Cox Communications. However, after more than one month and *numerous* visits by service technicians, the fault with the television service remains. So as a last resort, I must ask the Revdex.com for help.

At 7:33 p.m. *daily* on Cox Cable channel 1007 (as well as at other times during the day - always at 33-minutes past the hour; and on other channels), the television service (*both* audio and video) are briefly interrupted). For additional details, please refer to Cox Communications, who have documented both the calls for service and the issue as well as the work performed by their technicians on not less that four visits over the past month (I believe a total of five visits).

This simply must be corrected at the earliest possible moment.Desired Settlement: Uninterrupted television viewing service from Cox Communications, Inc.

Business

Response:

This matter was escalated to our Maintenance Leadership team. And on August 11, 2016, we confirmed that the service issues he had been experiencing were cleared, and that his signal levels are good. Due to his inconvenience, we have applied a credit of $47.05 (includes taxes) as reimbursement for one month of TV service. We ask that he please allow up to 72 hours for this adjustment to post to his account. Cox apologizes for the inconvenience and appreciates the customer’s patience. Should the problem resurface, we ask that he please contact his designated technician at the phone number provided to him. Sincerely, Cox Executive Resolutions team

Consumer

Response:

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. Thanks to the intervention by the Revdex.com Serving Western Virginia, the issue with Cox Communications was resolved.It should be noted, however, that the approach by Cox Communications in troubleshooting the issue was a very difficult procedure for this customer.Multiple visits to my residence by service technicians who repeated the same troubleshooting steps in-house was very frustrating - even after this customer (who has some knowledges of electronics/troubleshooting) pointed out that Cox *should* have learned at a much earlier point that the cause of the problem must be *outside* the residence.*Only* after the Revdex.com interceded did Cox raise the issue to the appropriate level and technicians working outside discovered the source of the problem (which indeed was affecting other residents) and resolved the problem. As requested several times by the customer, this level of technical assistance should have occurred much sooner; and contacting the Revdex.com should *not* be necessary.v/r,[redacted]

Review: 10/1/15 received a call from collections indicating I owed for unreturned equipment on internet service. I had canceled service with Cox several months prior as I moved. I was told my final bill was a a dollar and change and they would mail my final bill. I never received a bill however I paid the balance via my bill pay. I then received a phone call from Cox collections stating I never returned my equipment and I owe for this. I disputed this and was transferred to billing which is in another department. Billing indicated it would take 7 business days to research it with corporate. Since then I have continued to receive collection calls including today 10/3/15. The first person I spoke to indicated if I requested a billing supervisor they could resolve the issue immediately and corporate would not have to research it. However billing is closed. Nor could they give me a fax number as collections indicated billing would have to give me their fax number. I am staring at two bills from Feb and Mar 2012 indicating my MODEM PURCHASE over two billing cycles and yet continue to receive calls. I'm very upset that I was told bills were sent out since canceling my service as I never received bills. I'm upset that they decided to arbitrarily bill me for not returning equipment that they obviously didn't research to see if it had even been purchased. And I'm upset I continue to receive calls after I asked them to stop and clearly indicated I had purchased this equipment and have no recourse through a weekend that billing is closed.Desired Settlement: I'd like collections to stop calling me and I'd like my balance zero'd out as I have proof - and Cox should as well on their end - that equipment was purchased in 2012 when I began service.

Business

Response:

This issue has been resolved, a member of the Cox Executive Resolution Team reviewed the account and was able to confirm the customer purchased the equipment and the equipment was charged in error. The account was credited and zeroed out as of 10/5/15. The Resolution Specialist contacted the customer and left a message on 10/5/15 confirming the account has been credited. Cox apologizes for the inconvenience this has caused. Thank you for allowing us the opportuntiy to address the customer's concern. Cox Executive Resolution Team.

Consumer

Response:

I have reviewed the response offer made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

After contacting Cox via their [redacted] and sending photographs of where I had purchased equipment and Cox indicating a mistake was made on 10/3/15 I received my first bill in the mail from Cox today 10/13/15 indicating I still had an outstanding balance due of where equipment had not been returned.

Regards,

Business

Response:

A member of the Executive Resolution Team attempted to contact you in reference to your response on October 14, 2015 but was unsuccessful. A voicemail was left with the details below.

The bill you received in the mail was printed on September 28, 2015 and the credit was applied on October 5, 2015. Since the credit was applied after the bill was printed, it will not show the adjusted balance. However, the credit has been applied and there is no balance due on the account at this time.

We sincerely apologize for any inconvenience this has caused and appreciate the opportunity to address this concern.

Sincerely,

Cox's Executive Resolution Team

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory. However, I would hope the company takes steps in the future to prevent this occurring to other customers. My fiance had the same thing happen to him a few years back, but being able to produce the bills from where his equipment was purchased he had to return the equipment. I'd like to see the company to take steps to verify any equipment was leased prior to billing for unreturned equipment in these instances rather than, what I believe to be, them automatically sending out bills for unreturned equipment.

Regards,