Cox 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 the technician that went to your residence on September 29, added the Cox Service Protection Plan (CSPP) for $a month so you would not be charged the tech visit of $75.00.
On October 7, you called into Cox requesting to remove CSPP stating you never ordered this plan. So when it was removed an automatic charge of $was applied onto your Cox account because CSPP was canceled before the day window. Essentially the $fee was for the technician visit that took place on September 29,
However, at this time, I will issue a one-time courtesy credit of the $charge onto your Cox account. The credit adjustment 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 --------------------------------------------------------------------------------...⇄ ***, 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 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
***

BLUF: I scheduled an install over the phone but nobody showed up for the install and I ended up handling myself and the price went up for a lesser service
I scheduled an internet only install 7/for an afternoon install (I believe 5-PM Online the service was quoted for the second lowest speed for less then $a month and the sales person that I scheduled with verified the quote and that I would not be renting
On 7/me and my wife canceled plans and stayed home for the install Nobody showed up At I began calling Cox numbers that I found online The regular numbers all said the offices were closed but I finally found a person by calling tech support
After several minutes the person found my work order It took him so long to find because non of my information was correct It had a different persons email and phone number but the street address and time for install were correct He apologized and walked me through the setup of my service because my house wa

Hello,
I am writing this e-mail to discuss my final billAfter many attempts to resolve this through your customer service via chat, phone, and physical stores, as you will read below, I need your attention and comprehension to solve this as soon as possible
I had service with Cox for TV, Internet, and Homelife Security SystemBeginning of 2017, I decided I needed to reduce my monthly expenses and reached out to Cox to renegotiate my agreement
I first reached out via Chat, which was my first bad experienceThe agent broke down my bill and provided me with numbers I should be paying every month, which were a lot less than what I was payingOnce I questioned him on that, he immediately ended the conversation and said he could not discuss further
I then called Cox and spoke with another agent over the phoneI questioned the charges the chat person had mentioned to me, but the only short and cold answer I got was that the chat agent was incorrect and I was indeed pa

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
Regards,
*** ***
Im faxing you a response please feel free to callalso in the pictures a sent you , there a sign posted on the cable box, and utility shed that they are not allowed to work on the building with out a board member present

We are sorry to hear that our customer believes that our technician may have hit a wall socket when completing their installation. Upon receipt of our customers concerns our contractor Leadership Team reached out to our customer and scheduled for us to have an electrician to go to premises
and inspect our customer’s issues Wednesday after 05:00pm. We thank our customer for bringing their concerns to our attention and for being a valued Cox customer Sincerely Cox Communications Executive Escalations Team SE

We want to thank Mr*** for taking the time to file his concern. In receipt of this complaint, we attempted to reach Mr*** but have not had the opportunity to speak with him. Should he wish to discuss this matter he may reach Tara at 844-261-and she'll be happy to speak
with him. Thank you

I spent half an hour typing with an online chat agent about a $service charge that I was not informed of being charged until I got my billOur cable to our house (phone and internet) was badly installed and finally broke so we contacted them to fix it, the technician said it would be free, and since our box was out of date (obsolete) he could arrange to have the new system that would be installed in our area anyway soonI said it would be okay since I thought I was helping them outNopeI got a $dollar charge on my bill for a service appointment, so I tried calling, but was told there was a $charge to talk to a real person and there was a waitSo I went online and chatted with an agent who was trying to help but did not have the tools initially to help, first he said he'd give me a refund, then said he was only authorized to give half a refund(for something I didn't authorize?) It was a very long chat sessionFinally somehow they said they'd give me a full refund and the agent said that I "have all the rights to complaint about this" so since it was resolved where I got my $ back, I'm leaving a generous neutral review since it shouldn't have taken so long to get it, they haven't given their agents enough ability to act on their own and for the miscommunication (or not telling me) of a charge in the first placeBasically they could run their business better

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
Cox said that they have acknowledged their error and issued a $credit
If they would actually issue the $credit (as promised multiple times) then I would accept the response and this case would be closedHowever, my account still shows a past due amount of $and no credit has been issued by Cox
This is the same thing that happened twice before (this is the 3rd time now) where they say that a credit has been issued to my account but it has not actually been done
Regards,
*** ***

CUSTOMER SERVICE ON PLANET EARTH I've had spotty internet for a month and they neither fix it, or are willing to offer a proper credit This comes as no surprise, as the CEO of Cox is a huge Trump support

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12584404, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Their response is not accurate at allAll I ever wanted to do was to have service on at both locations until we moved and I would return the equipment when that was doneThe reason I asked the technician to leave my new location was that my original service was turned off and he explained that this is what I orderedFrom that point forward, I have had nothing but poor service(and thats being nice) from cox and problem after problem, with the exception of a few technical people over the phoneAs of today, my telephone service still has yet to be active and I am looking in to other service providersI did receive another phone call yesterday, stating that they were concerned because my promotional package had been removed and the associate said that "it was a good thing that he called, if not my bill would have been approximately $335.00, (without the promotion), that I didnt cancelI feel totally mislead during this entire ordeal and I may consider contacting an attorney so that I am not "accidentally" charged any fees for something I didn't orderCox dropped the ball from day one, and they are never wrongI was never told about any additional expenses (FCC, rental boxes or any other equipment) on Nov15, All I was trying to do, was to lower my monthly bill and get service at my new locationHow can something so simple turn into this???I thank you for your time and hope to have another service (other than cox) in the near future.Sincerely. *** ***
Regards,
*** ***

Revdex.com:
Cox, be advised that your interdepartment communication is contradictory. THIS SHOULD NOT HAVE HAPPENED. Cox cannot advertise services than change the terms whatsoeverI accept the adjustment conditioned that MY ACCOUNT NEVER AGAIN BE TARGETED FOR EXPLOITATION;
and that I can add additional channels AS YOUR CSR ORIGINALLY PROMISEDOtherwise, I reject the offer. Correction must be completeThe onus is on Cox. An advertised offer is BINDINGFrom now on, all OFFERS to me must be in writing with a person to contact.
The delayed response caused me to wonder if Cox had been taken over by unscrupulous new owners. What is the possible explanation for this advertisement scam?
Regards,
*** ***

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 internet speeds. In reviewing your account, our records show that our customer service team was able to assist you on July 22, with your concerns. In addition, you were issued a service credit to your account in the amount of $
If you need further assistance, please do not hesitate to contact me directly
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 belowI have attached the pdf file of the order confirmation to this message
Regards,
*** ***

I have had multiple issues with Cox Cable's service, but what has sent me to filing this complaint is that I found out they had been over charging me for 9months, without any internal red flag or empathy to compensate me for the mistake/efforts I have taken to make the situation right
After service visits, phone calls, online chat, the technician found I needed a dual router installed to resolve the issueHe let me know it would be an additional costI double checked my bill and had been paying for the dual router all along
After each of the visits Cox charged me $50, I had to call and get removed from my accountEach call taking 30min to an hour to repeat situation to the service personcall was 1.5hours and brought me to tears with frustration
compensation has been given for time and effort to hold their business basic integrity
Adding another star review to their yelp page will not make changeThey have completely
warn my trust and belief in their mo

Dear Revdex.com, Cox Communications is responding to the
complaint filed with your office on 03/02/and assigned the complaint ID of ***
Cox Communications apologizes for the circumstances that led to our customer filing this complaint with your office. Cox makes every effort to assure that agents have and provide accurate information to our customers. When we are made aware of instances of misinformation being delivered to our customers we address it as quickly as possible. The work order keyed shows it was originally scheduled for 3/2/15. We continue to look into why our customer was told there was another appointment time scheduled
After discussing the matter with our customer to determine their specific needs we have scheduled an installation that will provide them with the level of service initially requested at a rate acceptable to our customer
Sincerely, Cox Communications Executive Resolution Team

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 resolvedI will be contacting the company to meet with them to go over the itemized bill to consider this being resolvedIf they are unable to satisfy my concerns then I will contact the Revdex.com to share further documentation
Regards,
*** ***

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 request to cancel service. I have conducted a thorough review of your account and I have determined the following:
Our records show that on April 9, 2014, cable, internet and phone was established for *** ***. Ms*** agreed to a 2-year contract which locked her Expanded cable, Internet and Essential phone in at a set rate. Cox provided Ms*** with the attached contract details which were included in her first billing statement. Cox does not have record of Ms*** disputing this contract
Based on this information, if any of the contracted services are removed, the account is subject to early termination fees. However, if you are able to provide copies of your military order, the early termination fees will be waived
If you have any additional questions and/or concerns, you may contact me directly
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 10313793, and find that this resolution is satisfactory to me.
Regards,
*** ***