Cox Communications

All the my service has been interrupted or whatever does not have any bearing on them charging me for a mini box that's suppose to be free for a year & they're charging me for it nor does it have anything to do with the fact that I pay for a service that is the ultimate package & a dvr & it doesn't pause, rewind, nor can I watch channels like Fox, CBS or HD channels! They don't want to issue a refund or accept the fact that I pay for services that don't work half the time that's fine, I will be dropping Cox as my cable service provider & only keeping internet, they won't be getting my $200+ a month after December! etter Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 11844744, 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.]
Regards,
*** ***

I have did a complaint for cox last monthI got a call from a manager she told me if I have any more problems to give her a call I have called and got voice mail she has never called me backI am still having problems with cable now have called tech support not getting anywhere

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10349793, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Ms***,
Let me begin by thanking 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 internet service. I would first like to extend an apology on behalf of Cox for the inconvenience this has caused you. I have reviewed your account and have determined the following:
Our records show that you have been experiencing issues with your internet/wireless connection. Our records do not show that you subscribe to our Home Networking service. Therefore, Cox would not support the connection of your personal router. I apologize if this was not explained to you
As a result of your experience and the inconvenience of scheduling, Cox has issued a 1-month internet credit to your account. This credit will reflect on your next billing statement. Cox appreciates you taking the time to provide us with your feedback. This is not the level of service we have built our reputation on. If you have any additional questions and/or concerns regarding your Cox account, please do not hesitate to contact me directly
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
***

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
Your company has wrongly charged me and accused me of being delinquent in my billing having to endure being referred to your collection agencyThis happened because of your company's negligence not mineI checked my bank statements and have paid on timeI had asked to have an itemized statement to show the corrections rather than having to continue to endure your company's poor treatment of your customersAll I have heard is what you can't do for meAll of this started when I added cable to my internet serviceI had been a loyal customer up to this point and after you overcharged me incorrectly your way of handling this was not with an apology or a way to reconcile the matter to improve your customer service relationship but rather your company decided to insult your customer by continuing to post an inaccurate account of what is due and paidAfter speaking with ***, your supervisor, my bill has increased by $whereas previously this "tax" had not been published on your statementsI had asked for an itemized statement reflecting the corrections in order for their to be no more inconsistencies from your company as well as changing the due date to the beginning of the monthSo since your company continues to refuse to do anything to show your customer that you are willing to work with them and improve this egregious turn of events, that could have been resolved without a complaint to Revdex.com, I will continue to reject the response made by this business.
Nothing has been resolved
Regards,
*** ***

Dear Ms***
I have reviewed rebuttal and would like to again apologize for the ongoing service issues you are experiencing. We are also happy to know that our technician was able to resolve your technical concerns during the visit on March 21,
As a result of your experience, I have applied a credit to your account in the amount of $235.39. This leaves a remaining balance of $29.04.
Ms*** I have shared your feedback with the organizations within Cox that are responsible for ensuring that we are providing the level of services that we have built our reputation on. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
*** ** *** *** ***
Cox Communications, ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10237124, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Cox has not yet offered reasonable answers to my questions nor provided an explanation for the misinformation on their website I do not appreciate the dishonest response from Cox, and I am disgusted by their corporate greed They should at least admit the the advertisements on their website are inaccurate and immediately remove them until a more truthful representation of the available services are developed
Regards,
*** ***

Dear Ms***,
Roman" size="3"> Cox Communications (Cox) is in receipt of your “rebuttal” 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
Our records show you made a payment of $on July 5, and another payment of $on July 18, 2016. In reviewing your account, you indeed made a double payment at that time, therefore you had a credit balance of $49.21.
I truly apologize that our representatives provided you conflicting information regarding receiving a refund on your double payment. On August 8, the Executive Escalations Team requested to have a check be issued to you for $50.00. It has been approved and it can take up to weeks for you to receive your refund check
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 9:00am to 5:30pm, Monday through Friday
Best Regards,
COX --------------------------------------------------------------------------------...⇄ *** Office of the Regional Manager
Executive Customer Resolutions Specialist, California
toll
Federal BlvdSan Diego, CA
Monday through Friday, 8:00am-4:30pm
Tell us why here

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 belowMs***,
All I am asking you to do is to be accountable for what
transpired April 14, between Cox Communication staff Ms*** ***
and so called ‘fixer’ rep *** and myselfThis offer was made to me as I was
in the process of canceling my service with Cox Communications and sign up with
your competitor, the phone agent asked if I would be willing to talk with a ‘fixer’
for continued service, I said yes and *** then said if I agreed to stay with
Cox Communications for ONE YEAR my rate would be $- $per monthI
agreed and later was contacted by a “Customer Experience Team Specialist” Ms
*** *** who thanked me for staying with Cox Communications and gave me
her office phone number in case I needed more assistanceIn fact two months
later I contacted Ms*** as Cox Communications did raise my rate and she apologized,
and made the correction
Therefore, Ms*** I am holding you to the facts that I
agreed to April 14, as I am aware you can make this right and I will not
have to pay an increased fee for the same service that Cox Communications said
I must pay currentlyPlease take ownership and be accountable for the actions
and agreements of your staff, and I will not have to post negative reviews to
the growing list of unsatisfied customers in San DiegoThis was my sole
purpose of the complaint to ‘Revdex.com’ to have Cox Communications
be “accountable”!
Regards,
*** ***, ***
l

Dear Revdex.com:
Cox Communications Executive Customer Resolution team (ECRT) responds to Revdex.com Case # ***
Our ECRS left several messages for our customer and have not made contactIn order to assist our customer we need to discuss the package concern as mentioned in
the complaintIf our customer still wishes to work with us our contact information has been left several timesWe look forward to speaking with our customer and appreciate our customer's patronage.
Thank you,
The Executive Customer resolution team

Mr***,
Thank you for your response. I look forward to assisting you with resolution
Respectfully,
*** ***

My bill went up and wanted to downgrade due to budget constraints I was promised a lower price over the phone to keep TV service, received a discount Bill arrived again back to the original amount that I could not afford Unable to talk to anyone to downgrade service during the weekend, Mon-Sat only, select hours The online chat service could not downgrade service onlineI have to call the 800-234-againHowever, I can upgrade service with just a click of a mouseFeels the the old bait and switchPlease don't tell someone one thing on the phone and then send them a bill that they did not agree to

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 rate you were quoted for service. I would first like to apologize for the delay in responding to your Revdex.com complaint. We have researched your account and have determined the following:
Our records show that the rate you were quoted did not include taxes, fees and/or equipment rental. You state in your complaint letter that our representative said the $was all inclusive. This was not correct. However, as a good faith gesture, Cox has issued you a lump sum credit for the difference. You are currently being billed $which is a difference of $14.51. I have issued a credit to your account in the amount of $($x months). This adjustment will reflect on your next billing statement
Again, please accept our apologies for the delay in responding to you and any inconvenience this may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,

Dear *** ***,
Cox Communications (Cox) is in receipt of your second “rebuttal”
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
Unfortunately, it appears the sales representative that was
assisting you at the time of the sale was not familiar with the offer he made
to you. Feedback and proper coaching has
been provided to the sales representative
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 ***
*** *** *** ** *** *** ***
*** *** *** *** ***
*** ***
*** *** *** *** *** ** ***
*** *** *** ***

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 interaction with our contracting team
Cox would like to assure you that our contracting team is provided with the same level of training as our in-house employees. Due to the volume of our customer base and the nationwide Cox footprint, we find it necessary to partner with organizations outside of our customer(s) local service area. The level of service or call center that our customer(s) reach should be transparent to our customer(s). Based on your complaint letter it appears that this is not the case
Cox would like to apologize for your experience(s) and will use this as a coaching opportunity to ensure that our customers receive the legendary customer service we have built our reputation on regardless, of which division they reach
Again Ms***, we apologize for your experience(s) and are hopeful that we will be able to restore your faith in us as your service provider
Please feel free to contact me directly with any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
COX --------------------------------------------------------------------------------...⇄ *** Office of the Regional Manager
Executive Customer Resolutions Specialist, California
###-###-#### tel ###-###-#### cell
*** *** *** *** *** ** ***
Monday through Friday, 7:30am-4:00pm
*** *** *** * *** *** * ***
*** *** *** *** *** *** *** *** **

Dear Ms***
Let me begin by thanking 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 the quality of your service as well as the billing
Our records show that you currently have a trouble call scheduled for tomorrow, March 21, between 10am-12pm to address your service concerns. I have requested that we route your trouble call to a senior tech. Once the tech has determined what the service issue is, he will contact me directly with an update. At that time, I will follow up with you to discuss any compensation that may be warranted
Ms*** please accept our apologies for the level of service you have received. We thank you for giving us the opportunity to address your service concerns
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,
*** ** ***
*** ** *** *** ***
Cox Communications, ***
***

Revdex.com:
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.I have resolved the issue.*** ***
***
I have resolved the issueDave Crugnale

We are sorry to hear that our customer does not accept our responseOur Contractor Leadership Team did reach out to our customer and schedule a time to address their concerns. In that time period it was brought to our attention that our customer had a wiring issue that we needed to address, so we forwarded our customers concerns over to the team that re-wires apartments. We will issue our customer a $Credit for the missed appointment that he experienced. Our customer has our Executive Escalations Team Members direct contact information to report any unresolved issues that he may have.We thank our customer for bringing their concerns to our attention and for Choosing Cox Communications. Sincerely Executive Escalations SECox Communications

Dear Mr***,
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
Our records show we installed Cox Advanced TV and Preferred internet services at your current residence on May 25, 2016. At that time we charged you for two installation appointments, however, the fees were credited back onto your account on July and 18, of a total of $100.00.
Our records show that at the time of installation we did not receive any payment from you and that is why your service was interrupted on July 16, due to non-payment. At the time of the non-pay disconnect we charged a reconnection fee of $in which we also waived onto your account on July 18, 2016.
As of date a total credit of $has been applied onto your Cox account.
You stated on your complaint to the Revdex.com that you are not being charged what you were quoted.
You currently have the following services:
Advanced cable TV $a month
Two rental receivers $x = $a month
Preferred Internet $Modem rental $(discounted rate for months)
With these services you are receiving $off for months therefore your recurring charges are $and with tax total is $a monthPlease be advised the $off discount is valid from May 25, through May 28, and the $off on your modem rental is valid from July 18, through July 18,
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 9:00am to 5:30pm, Monday through Friday
Best Regards,
COX --------------------------------------------------------------------------------...⇄ Wantland, Office of the Regional Manager
Executive Customer Resolutions Specialist, California
toll
Federal BlvdSan Diego, CA
Monday through Friday, 8:00am-4:30pm

We are sorry to hear that our customer does not accept our resolution.Per 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 Tell us why here