Cox Communications

Dear *** ***,
Roman" size="3"> Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com. Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention. Doing so allows us to improve the quality of the service we provide to our customers
Per our phone conversation that took place on November 4, I have disconnected your Cox cable, internet, and *** ***. I have agreed to waive the early termination fees along with charges that were accrued when your services were active.
On November 7, I spoke with you regarding Cox picking up all the equipment(s) at your residence however you are out of town till November 14, 2016. You have agreed to have Cox pick up your equipment on November 15, between 8-10am. *** ***, I have conveyed to you over the phone that I will not be able to issue any credits onto your account until we have picked up the Cox equipment(s)
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 8:00am to 4:30pm, Monday through Friday
Best Regards,
COX --------------------------------------------------------------------------------...⇄ *** *** ** *** *** ***
*** *** *** *** ***
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*** *** *** *** *** ** ***
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*** ** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11677478, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]That was no solution. There was no mistake or miss communication. Terrell S*** explained that it was two year locked in price. The technician scammed me and several other customers in my complex. When I called MrS*** he stated that it was a two year locked in price. In July of when I called to get the phone taken off, they told me that it would make my bill higher because there was a two year locked in price. If its a locked in price the price doesn't change for two years, the paperwork that I signed does not state that its going up after a year. All my paperwork stated was $for the bundle. My bill went up dollarsIn August when the representative called me he called for me to make a payment, when I told him that I made a complaint with the Revdex.com, he got upset and asked me why I did not contact them. I told him I called every week since AprilHe got nasty told me that he was going to tell the company that I was not cooperatingHe started yelling and I started yelling and he hung up the phone.
Regards,
Zina Coffee

Dear Ms***,
Cox Communications is in receipt
of your complaint letter filed with the Revdex.com in regards to the balance on your former Cox account. I have conducted a review of the disputed charges and have determined the following:
Our records show that on April 6, 2012, your Cox account was disconnected for non-payment. The balance on the account at the time of disconnection was $362.71.
On April 26, 2012, equipment charges in the amount of $were billed to your account.
On April 27, 2012, one of the two outstanding pieces of equipment were returned to Cox. As a result, a credit of $was posted to your account. However, the charge of $for the second box remained on your account
As a result, you have an outstanding balance of $455.71. Of this amount, $are for telephone service. Please note, prior to your account being referred to an outside collection agency, Cox mailed your closing as well as your final statement to the service address
Based on this information, we must respectfully deny your request to have the equipment charges removed from your account
I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
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[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 12188923, and find that this resolution is satisfactory to me however it remains inaccurate and I will file a new Revdex.com complaint in the future if the issues persistsTheir response stated that they corrected my issue on July which is one week in the future (today is July 11)I assume they meant to say June Additionally, on this date, the service tech stated that he had identified some possible network issues and interference within their network that is the likely cause of my poor service and all he could do is put in a request work order for further evaluationI requested to be notified and informed of the results when this work order was acted upon so I could confirm that COX made the necessary repairs to their network systems which may ultimately improve my serviceI have yet to receive notice from COX that any repairs or improvements have been made to the damaged or underperforming nodes or other network data infrastructure that provides internet services to my homeI can only confirm that they have promised to waive one month of service charges and they have acknowledged that my poor service is a result of malfunctions and interferences on their end.
Regards,
*** ***

Dear Revdex.com:
Cox Communications responds to Revdex.com complaint#***
First and Foremost, Cox Communications apologizes to our former customer with respect to the delay in receiving their refundIn our review, we found that there was a processing issue with our vendor
who does our refunds causing this unfortunate delay. Normally, a refund can take anywhere from 6-weeks to be processedThe refund has been mailed out from our vendor as of 9.16.14.
Again, our apology for the experience with the agents who had not followed through with our former customer. Please know coaching information had been forwarded to the agents mangement
Thank you,
The Customer Experience team

Dear *** ***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter regarding the final balance on your account. For your convenience, I have enclosed your final bill which itemizes the
prorated credit for services from your disconnect date of 8/28/through the bill date of 9/25/
Based on this information, Cox does not show that a refund check is due to you.
Please contact me directly with any additional questions and/or concerns regarding your Cox account
Respectfully,
*** ** ***
Office of the General Manager
Executive Offices of Cox Communications, California
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11676684, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Cox offered no action or resolution They were apparently unable to open the original attachment that gave additional information including the service addresses I am re-attaching now and including more visual proof in the letter Please make sure they are able to receive the attachment if it is not automatically sent to them Thank you,
*** ***

Dear Mr*** ***,
Thank you for allowing Cox
the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your Cox rate. In reviewing your account, it appears that you have cancelled your service.
As a good faith gesture, Cox has credited the remaining balance on your account.
Mr*** ***, please accept our apologies for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox service. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
Sylvia LDunbar
Executive Office of the Regional Manager
Cox Communications, California
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12082958, and find that this resolution is satisfactory to me.
Regards,
*** *** PS MY hope is that in a few months these problems do not reappear & I have to get the Revdex.com involved

We are sorry to hear that our customer does not accept our resolutionPer FedEx, tracking number ***, our customer received the requested statements on February 27, 2018. With this statement we hope this resolves our customers concernsWe thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused Sincerely Cox Communications Executive Escalations SE

Dear Revdex.com:
We have reviewed the rejection regarding Revdex.com ID# *** and respond to the customers new information
Our rebate mangement team confirmed and advised that this rebate issue has been expeditedThe rebate should be received accordingly within that timeframe as previously mentioned We appreciate our customer's patronage and once again apologize for the experience
Thank you,
The Customer Experience team

We are sorry to hear that our customer is experiencing issues with his internet speeds.
Our customer also informed our Corporate Office of his concerns on September 4, 2014. Upon receiving this escalation we immediately had our field manager, and supervisor reach out to the customer to
apologize for the inconvenience and to address the customers concerns
We found a network issue to be the cause of the customer’s issues, and will be completing the work on our network tonight. The customer has our field manager and supervisors direct contact phone number, and email. We apologize for any inconvenience these issues may have caused and will ensure that our customer is compensated accordingly.
We thank our customer for bringing this matter to our attention and for choosing Cox Communications

Cox Customer Care
Executive Escalations, Southeast Region
7*** *** ***
*** *** ** ***
July 31,
*** ***
Thank you for taking time from your busy schedule to bring the issue(s) with your Cox account or service
to our attention. We sincerely apologize for the poor customer experience, and regret any inconvenience you may have encountered
Your issue was referred to our Executive Escalations Team for research and resolutionRest assured that this team’s priority is to give your request as much attention as is neededOne of the Executive Escalations specialists attempted to contact you at ###-###-#### to address your concernIt is our goal to find the best resolution to your current issue(s) in a timely manner, without further delayWith your assistance and feedback, this can be accomplished
We appreciate your patience and understanding, while affording us the opportunity to better serve you. Please reach us at ###-###-####
Cox Executive Escalations SE Team

Customer service is awful, with most representatives and technicians blithering isNone of them ever know what they're talking about and will waste hours trying to fix mechanical issues by having you unplug and replug things over and overThey also don't announce outages in any way, so if your internet is down, you have to call and ask if there's an outageSpeeds are super inconsistent, and they charge installation fees when you have to have a tech come out and undo something they've screwed up with the physical cable lines

Dear MsP***,
Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com.
MsP*** we do not compensate our customers for how much time they spend on the phone with our Cox representatives and/or with our technician appointements. However, I will honor your request of a one month credit toward your data services. A credit adjustment of $will reflect on your next billing statement
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 8:00am to 4:30pm, Monday through Friday
Best Regards,
COX

Let me start by stating that I am not the main person on the account with CoxBut, I am on the account
We have used Cox for many years, and they use to be a pretty decent companyNot really sure how things have gone so wrong
Recently Cox decided to gouge customers even more with a "data cap", which results in $per 50gb over said limit (Pretty outrageous, right?)
With the new data cap, and my current employment, my bill would have more than doubled($150/mo to over $300/mo) So, we chose to "upgrade" to Cox business class internet($250/mo) (Guaranteed speeds/24hr supportetcetcetc..)
As of July 25th, our "Guaranteed upload speed" of 30mbps, is barely able to hold onto 4mbpsCox, in their infinite wisdom, continues to send out "techs", who only do the same exact thing, every single timeWe have been on the phone with Cox nearly every single day, just attempting to get what we are paying for, since its "guaranteed"
I wouldn't be filing this complaint if I thought Cox was actually making a real effort in trying to resolve this issueEvery time we call we get the run around or our tickets get marked as "resolved" with any actual resolution of any kind
Not entirely sure why Cox thinks they can do whatever they want, and treat customers like insignificant little peasants
I simply want what I am paying forIs that too much to ask?
TLDR:
Shoddy customer service
Incapable of fixing issues
Closing tickets as "resolved", when there was no resolution
Sending techs to repeat the same exact same steps as previous techs

Revdex.com:
I have reviewed the response 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.This complaint is 2-fold and ongoingIt covers customer and service responses to p***lems with 1-Cox Cloud Drive, and 2-Cox Email ServiceI have repeatedly tried to resolve these issues which include the following Cox Support ticket numbers: # *** (erratic email service since November 2015), # *** of 03/31/(non-functional Cox Cloud Drive iOS App), # *** of 03/31/and # *** of 04/07/(logon issues with the Cox Cloud Drive via stand alone programs (1) Cox Drag and Drop Backup, (2) Cox Cloud Drive version In all cases I have had over contacts with Level 1, 2, technicians by email and phoneI have written to Cox Corporate HQ, Executive Office of the Regional Manager, and called that executive multiple timesShe has ignored my complaints and not responded, even though she had previously invited me to contact her at any time if p***lems persisted in the futureI have documented each and every message and contact, with a log showing date, time, name of person, complaint, content and duration of callI have also posted complaints on Cox User Forums and received feedback from other Cox usersI have been a Cox customer for 27-1/yearsTheir internet service and support has deteriorated in the past to monthsThese issues affect many other users whom technical support has admitted to me have made SIMILAR REPEATED COMPLAINTSCox has been slow to respond, and usually does not survey customer satisfaction with response to an open ticket, as do technology industry leaders, such as ***, *** ***, ***, etcI have lost time, productivity, and patience dealing with these outages, reporting issues, responding to excusesThere are other alternatives to CoxI have no more patience or timeI want a response and resolution immediately, and I definitely want to be compensated for my actual expenses in being forced to subscribe to the *** Cloud Drive in lieu of the Cox free serviceCox agrees that the ongoing email server outages on webmail.west.cox.net have been present since Nov and is continuingI want a full refund of ALL past internet fees and WAIVER of future monthly fees until Cox finishes its rolling upgradesOn the Cox Cloud Drive issues, in all, Cox has lied to me repeatedlyI now am paying $annually to *** for their *** Cloud Drive, because the Cox free service included with my Cox internet does not functionThere are hundreds of complaints at the *** App Store on the Cox Cloud Drive application, which has the lowest possible rating, 1-star out of 5, a FAILING GRADEI want Cox to reimburse me for my *** Cloud subscriptionI also want a written APOLOGY for having my time wasted, for poor or non-existent service, and for lies and excusesI bought the best computer, and paid for the best premium internet service to increase my productivityI am not getting what I have been promisedA FULL refund is in orderDesired Resolution:
Billing Adjustment
Regards,
*** ***

Dear Ms***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your former account. I have reviewed your account and have determined the
following:
Our records show that on May 27, your Cox account was disconnected for non-payment. At that time that your services were disconnected, you had a remaining account balance of $78.07.
On July 15, 2014, you made a payment with our third-party collection agency, *** *** *** (***) in the amount of $40.00. This payment left a remaining account balance of $
On August 19, 2014, you made a payment with *** for the remaining balance of $38.07. As a result of this payment, your *** file was updated as "paid."
Based on this information, Cox must respectfully deny your request to have this debt expunged from your *** report
I am available for any additional questions and/or concerns you may have regarding your former Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
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We are sorry to hear that our customer has concerns regarding their billingUpon receipt of our customers concerns we reviewed our customers account and found our customer called and spoke with someone in our billing department on September about changing their bill due date. Our billing
agent explained to our customer that for us to change the bill due date we would have to remove the campaigns off the account and reapply them after the bill due date. Unfortunately, our customer canceled the services, before we could change the due date, or have the promotion added back to their accountOur customer is correct we offer a 30-day money back guarantee with our cable services. Striving with each customer to be our mission statement “The most Trusted Provider” we have credited our customers remaining balanceWe thank our customer for bringing their concerns to our attention and for being a valued Cox CustomerSincerely Cox Communications SE Tell us why here

Dear Revdex.com,
"Calibri","sans-serif"">Cox Communications is responding to the complaint filed with your office on October 31, with the assigned Revdex.com complaint ID o* ***
Cox Communications extends an apology to our customer regarding the experience that led to this escalation. We spoke with our customer on November 9, in response to this complaint and we were able to make the necessary adjustments to the monthly recurring rate to resolve their concern We provided them direct contact information should they have additional questions regarding this matterOur customer indicated that they were satisfied with our resolution and has no other additional concerns at this time Sincerely,
Cox Executive Customer Resolution Team