Cox Communications

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, ***
***

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

[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 12282831, and find that this resolution is satisfactory to me once it is fulfilled Please note, the charge is still on my account and it has not been removed yetIf the bogus $equipment charge is not removed, I will reopen another Revdex.com complaintI hope that Cox does not continue this practice with it's customersThe practice itself is more important than my personal charge.
Regards,
*** ***

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 belowThis is my second Revdex.com complaint as the first one was supposed to be resolved by Cox by compensating some funds but they never didI have not seen any money added to my accountCox has screwed me over yet again and again and againSo tired of this companyThis is the respond to my last complaintI never got the money they promisedThis message originally read on 12/2/Dear *** ***, Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.comLet me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attentionDoing so allows us to improve the quality of the service we provide to our customersI apologize you have been experiencing technical issues with your cable and data servicesIf you are still experiencing issues, please let me know, so I can schedule a senior technician to your residence to resolve the ongoing issuesUnfortunately we do not compensate our customers for “horrible service” as you stated on your complaint to the Revdex.comHowever, if you choose to disconnect your Cox services then I will waive any early termination fees that will accrue onto your accountAt the meantime, I have issued a one month courtesy credit toward your cable services of a total of $The credit adjustment will reflect on your next billing statementI am available for any additional questions and/or concerns you may have regarding this letterMy office hours are 8:00am to 4:30pm, Monday through FridayBest Regards, COX --------------------------------------------------------------------------------...⇄ *** *** *** ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** ** *** *** *** *** ***
ADJUST MY CREDIT LIKE YOU WERE SUPPOSE TO!!!!!!!!!!!!!!!!!!
Regards,
*** ***

Dear MsP***,
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 a trouble call appointment was scheduled at your residence on August 16, 2016. The trouble call appointment fee was charged onto your account for $75.00.
Our records show you called into Cox on August 22, regarding the trouble call appointment fee. It appears you were unaware of the $tech visit fee therefore Cox waived the fee on the same date
On August 23, we scheduled a technician to install the correct modem at your residence and credited your account $for the tech visit charge. Plus, the representative applied a month credit toward the modem rental fee of $because you were being charged the wrong modem rental equipment
Our records show on October 13, you called back into Cox requesting a $credit onto your account. However, the representative stated a credit of $was applied onto your account on August 24, 2016.
I have attached a copy of your September 18, statement reflecting the credits that were applied onto your account
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 the billing on your account. I have reviewed your complaint letter and account and have determined the following:
You state in your complaint letter that you agreed to a 2-year contract with Cox. Our records do not show that a contract was generated on your account. It does appear that you subscribed to our Bronze Bundle discount that provided you with select services for $for 12-months and $more per month for months 13-24. On behalf of Cox, I would like to apologize if the promotion was not explained to you properly
As a good faith gesture, Cox has agreed to apply a credit to your account in the amount of $240.00. This amount represents the $additional charge for months 13-
Again, please accept our apologies for any inconvenience this may have caused you and your family. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear *** ***,
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 the rate of your internet service. I have conducted a thorough review of your account and have determined the following:
Our records show that you installed Cox Preferred internet service on March 27, under a 6-month promotional rate of $(standard rate of $54.99) with a $monthly modem rental fee (modem rate not included in promotion) . This campaign expired on September 26, 2013.
On September 24, you contacted our customer service team to request that a wireless modem be sent to you. The purchase price for the wireless modem was $(not including tax). You were also charged a $self-installation fee. At the time of your order, Cox was offering free shipping. During this call, you also agreed to a 24-month "Price Lock Guarantee" (PLG). The PLG locked you in at the standard rate of $
On October 2, the $install charge was credited
On October 21, the $wireless modem charge was credited
As previously stated, your promotional rate expired on September 26, which increased your monthly rate from $to $54.99. However, during your call on September 24, 2013, another promotion was added to your account which provided $off of your internet rate for 12-months. This promotion expired September 25,
On October 2, 2014, you contacted our customer service team to inquire on the increase of your monthly rate. At that time, you were advised that your previous promotion had expired. To assist with reducing your rate, a 12-month discount of 30% off was added to your account. This reduced your rate from $to $and expired on October 1,
You state in your complaint letter that you were under a 24-month contract for your internet rate. As outlined on your monthly billing statement, your "price lock" rate is $(see attached - page of under internet). This price lock rate was valid from the install date of September 24, to September 23, 2015.
On October 13, 2015, you contacted our customer service team to inquire on the increase of your monthly rate. At this time, you were advised that your PLG had expired and you were being billed the standard rate. To assist with reducing your rate, another 12-month discount was added to your account providing 20% off of your monthly rate. The discount reduced your rate from $to $53.59.
On October 14, 2015, you contacted our customer service team to downgrade your inernet service from Preferred to Essential. With the 20% off discount that was added on October 13, 2015, your monthly rate reduced from $to $
Based on this information, Cox has accurately billed you for the contracted rate based on the level of service you subscribe to. Unfortunately, we do not have any promotions available to our customers that will provide the Preferred internet at the rate of $
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
***

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 response is not acceptable to meFirst of all, if the original agent who signed me up made a mistake that is understandableBut in your response, you say that Cox waived the early termination feeYou fail address just how hard I had to fight to get Cox to waive this fee for a contract that I never agreed toIn the argument to have you waive this unfair fee, Cox pretty much told me that it was my fault! When the supervisor finally agreed to waive the fee, he told me that I was "lucky" to have it waived because typically Cox would never have taken a customer's word for it as it was a verbal agreement (which I never agreed to)When I called back on Feb 21, I had to go through the whole argument againWhy didn't Cox at least put some kind of clear note on my account that we had already come to an agreement on this? Is my time not valuable enough to Cox that you don't mind wasting it?
You are stating you sent me a collection letter for a past due amountWhat was overdue? I made a payment on Feb which was after the bill you just uploaded in your responseYour final bill to me for the final balance dated Feb mentions nothing of an overdue balanceNO WHERE ON THIS STATEMENT DOES IT MENTION ANYTHING ABOUT PAST DUEIt states I have a balance due of $and that it is due by March WHY DON'T YOU UPLOAD THAT BILL IN YOUR RESPONSE? I have a copy of it if you need On March you sent me a letter stating that I had an over due balance of $that had been referred to collectionsHow did my balance of $that was due March per your own statement become overdue on Mar 10? Please provide an accounting of what was over dueI feel that you are taking a serious matter very lightlyWhen Cox makes mistakes and then blames the customer, the customer usually losesYou have the ability to put your mistakes on your customers' credit reportsThis can have a real world effect on your customers' livesIt can affect our ability to buy a home, buy a car or any number of other credit decisionsWhat if Cox never found the notes stating I never agreed to a month contract? Then I would have been forced to pay your early termination fee or risk it showing up on my credit reportFor your mistake! That is so UNFAIRIs this how YOU want to be treated by a company who's services you are purchasing?
I feel that I am being treating unfairly by CoxIf there was an overdue balance on the final statement, why did it not state this? Why did it simply say total due by March of $142.72?
If you do not clear this matter up with me, I will take this up with Equifax, Trans Union and ExperionAlthough this matter shouldn't end up showing up on my credit report, I think that they should be made aware of the screwed state up your accounting so other customers are not penalized for your mistakes
Regards,
*** ***

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 has concerns regarding the balance owed on their account, and the wait time to disconnect their servicesUpon receipt of our customers concerns we reviewed the account, and found no record of where the equipment was purchased from us, or where our customer
was charged a modem rental charge. In an attempt to live up to our mission statement “To be the most trusted provider” we have returned the equipment to credit the $ equipment charge back to our customers account by the morning of August 08, At Cox Communications we do all that we can to ensure that we reach our customers as quickly as possible. While at peak times there may be an extended wait, there are other times when there is no wait. We are unable to justify issuing an adjustment to our customers account due to the wait time for canceling his servicesWe thank our customer for bringing their concerns to our attention and for being a Valued Cox customer Sincerely Cox Communications Executive Escalations Team SE Tell us why here

Revdex.com:I Have had trouble with Cox Communications in the past, at the time I felt this was my only recourse as the process of going through multiple supervisors is exhaustingI would respectfully request Cox work on their customer service skills and training
I have reviewed the response made by the business in reference to complaint ID 10686239, 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. I am in receipt of your complaint letter filed through the Revdex.com in regards to your quoted rate. In reviewing your account, it appears that you have not been approved by the Lifeline program for the discounted phone service. On March 27, we received notification from the certifying agent that you did not qualify
Based on this information, you are being billed the standard rate for telephone service. As a result, your monthly recurring rate now exceeds the amount you were quoted
Please accept our apologies for any inconvenience this may have caused you. 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,
*** ** ***
Office of the General Manager
Cox Communications, California
***

At Cox Communications we do everything in our power to ensure that we are respecting our customer’s time. We are sorry to hear that our customer has concerns regarding credits for a missed appointment. Upon receipt of our customers concerns we reviewed our customer’s account and see
where our customer called to report that someone was to be to the home on July 13, 2017, and no one showedCox Communications understands the importance of each customer’s time; however we are unable to compensate any customer for taking time off from work to meet our technicians at their home. For our customer’s convenience we have Field Service technicians that work days a week from am - pm Central Standard Time, as well as we schedule all of our technician appointments in two hour incrementsTo show that we understand and respect our customer’s time it is our policy to offer an “On Time Guarantee” to all customers whom appointments we are late or do not show due to our error. The On time Guarantee credit amount is $ Striving to live up to our mission statement to be the most trusted provider we have applied the $ on time guarantee to our customers account as well as applied an additional $ Courtesy Adjustment to the account for the concerns our customer relayed in this complaintWhile reviewing our customers account we saw that our technician that was sent to our customer’s home on July 15, found our customers concerns to be customer education and accessed a charge of $ for the visit. As a one-time courtesy we have credited this charge back to our customer as wellAt this time this is all of the adjustments that are we able to justify at this time. We will review our customers account to ensure that coaching and development takes places in the areas neededWe thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer Sincerely, Cox Communications Executive Escalations SE

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 recent upgrade of service. I have reviewed your account and have determined the following:
Our records show that you currently subscribe to one outlet of Economy TV with an advanced cable box. Attached you will find the channel lithat outlines the services that are included in your tier of cable. As notated on the bottom of the line-up, certain services do require the subscription of a cable box. Cox would like to apologize if this was not explained to you. In addition, Cox does not charge extra for additional outlets of Starter television. Therefore, we must respectfully deny your request for credit
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 account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12155126, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear *** ***,
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
As my response to you on May 19, (see below) Cox will not remove the derogatory rating from the credit bureaus. *** *** you are responsible to pay the debt. Per our last conversation over the phone, at the end of May 2016, you asked that if you paid the debt in full with the 3rd party collection agency, if Cox will remove the derogatory rating. I explained to you that Cox will not request to remove the derogatory rating from the credit bureaus however it will show that the debt was paid in full.
You stated on your original complaint that you moved to a non-Cox serviceable address on November 1, and you were unable to cancel your Cox services due to a year contract. Our records show that you did not call into Cox requesting to cancel your services and you were also not on a year Price Lock Guarantee (***) contract. Please be advised if a Cox customer was on a year *** contract, they can cancel at any time, however, an early termination fee would be charged to their Cox account.
*** ***, you were initially placed on non-pay disconnection status on October 10, however you made a payment the following day and your account was automatically removed from non-pay status. On December 10, you were placed on non-pay disconnection status, again, however you made a payment on December 10, and you were automatically removed from non-pay status.
Our records show on February 17, you called into Cox inquiring about your bill and there are notes indicating that you asked to speak with a manager or supervisor regarding your billing charges. Plus, there is no records showing that you requested to disconnect your Cox services, however, you wanted to speak with our Loyalty/Retention department but you were advised they were closed for the day.
*** ***, at this time, you have an unpaid balance that is owed to Cox.
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 --------------------------------------------------------------------------------...⇄ *** *** *** ** *** *** ***
*** *** *** *** ***
*** *** *** ***
*** *** *** *** *** ** ***
*** *** *** ***
Tell us why here

I received confirmation today from the customer that he received his refund check of
$80.23. I will not respond to the complaint at this time
Thank you
*** ***
Cox 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
To: Revdex.com/San Diego CA
Date: 6/25/
Re: Cox communications-Acct #***
This is a response to a letter I rec'd from you on 6/23/re: my case #***Cox stated that "LifeLine" told cox I didn't qualify for their rateI found my old paperwork that says I was approvedI spoke to them and they informed me, that in the letter I've attached pertains to a cell phone I haven't had since 3/I asked what I needed to do and they said Cox has to ask them for another application and then cox will mail to meI had no idea this occurredThere is no mention whatsoever about me never requesting Cinemax, penalties added to my acct, the # of times I made to resolve everythingWhy didn't Cox tell me in April that LifeLine told them I did not qualify? I rec'd a message from *** @ Cox asking me to call him backI called back on 6/& 6/he told me he was pulled from my case.
Regards,
*** ***

June 24,
We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention. The complaint that she filed was sent to our attention for research and resolution. We are sorry to hear that our
customer felt that she had no other recourse than to contact the Revdex.com to get her concern resolved. We apologize for the poor customer experience that she encountered
Hello Consumer,
Thank you for affording us the opportunity to serve youWe have addressed your complaint
After speaking with your husband on today, I advised him that we are addressing the issue with the techs behavior internallyI have applied a credit to your account for the install charges
Please allow me to reassure you that we have addressed all of your concerns
Please accept our apology for any inconvenience this may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account
Robert S***
Executive Relations
###-###-####

Dear Ms***,
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 you disconnected your phone service on June 1, 2016. When the phone service was disconnected a modem rental fee of $was automatically generated
onto your Cox account. I truly apologize that we did not communicate to you that there would be a modem rental fee after your phone service was disconnected
Per your complaint to the Revdex.com, you would like to purchase your own modem and not pay the modem rental feel. I’ve attached a link of what modems will work for your Cox internet services as follows:
http://www.cox.com/residential/support/internet/article.cox?articleId=***
As you have requested, I have shipped a box to your residence so you can mail our equipment back to Cox.
I have issued a month credit for the equipment rental fee on November 15, 2016. The total amount credited onto your Cox account is $x = $34.95. The credit adjustment will reflect onto your next billing statement.
When you are ready to have your third party modem installed you can contact technical support for assistance at 800-234-3993. Or you can contact me, directly, to set up an appointment to have a technician come out to your residence to install it for you
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 --------------------------------------------------------------------------------...⇄ *** Office of the Regional Manager
Executive Customer Resolutions Specialist, California
toll
Federal BlvdSan Diego, CA
Monday through Friday, 8:00am-4:30pm