Cox Communications

Dear Mr***,
Please accept my apology for the delay in responding to your initial complaint
Per your request, I have applied a credit to your account in the amount of $75.47. This amount is equivalent to the two payments that you made on your account and will be refunded in the form of a check
Cox would like to apologize for any inconvenience we have caused you.
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
858-836-

November 11,
We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention. The complaint that he filed was sent to our attention for research and resolution. We are sorry to hear that our customer felt that he had no
other recourse than to contact the Revdex.com to get his concern resolved. We apologize for the poor customer experience that he encountered
Hello Consumer,
Thank you for affording us the opportunity to serve youWe have reviewed your complaint and account
After speaking with you today, you advised me that your services are working greatHowever, we ran an outlet incorrectly in your homeI sent a tech to your home today to resolve the problemI credit the install charge of $as well as a $service call that was charged to your account 10/30/Your total credit is $after taxes
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
*** ***
Executive Relations
###-###-####

Dear *** ***,
New Roman">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 your final billing statement of $is from your early termination fee and for services rendered from April 14, through May 13, 2016. The early termination fee balance is $and the balance for services rendered from April 14, through May 13, is $148.23.
On January 21, we received a payment of $that was applied onto your closed account and have a remaining balance of $
Unfortunately, since the charges that were applied onto your Cox account are valid, we will not reimburse you for the requested amount of $130.00.
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 --------------------------------------------------------------------------------...⇄ *** *** ** *** *** ***
*** *** *** *** ***
*** ***
*** *** *** *** *** ** ***
*** *** *** ***

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Seems I'm having to file my complaint through the head office of Cox and go for arbitration as I'm accomplishing nothing with Ms***]
Regards,
*** ***

We have had both internet and cable television service go out for to hours at the same time each day for the last two weeksI have called everyday and get excuses and have had four technicians out to our house that have no idea why they were sent because it has been established that the problem is not with our house but "somewhere down the line" and even another house on the same block is having this exact same issue! They put in a "construction order" for this type of repair that has never been assigned to anyoneThis is absolutely beyond ridiculous and the worst customer service I have ever experienced and I have been a customer for years!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11608149, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
In the response provided by Cox, it was stated, ".....attempts to reach our customer a couple of times in the day were unsuccessful." MrRasheem Fi*** and MrDwight G*** were well aware that I work during the day, however I did schedule three separate appointments to meet MrG*** at my house MrG*** did not show up or call Therefore, the reason the "attempts were unsuccessful" was not due to my part but due to the fact that MrG*** did not show up for the appointments he had scheduled with meI noticed that was not addressed in Cox's response.It was also stated that "the alarm wire was stapled to the top beam of the attic.......This is the only wire that is stapled to this beam...." It is correct that the alarm wire is stapled to the beam, but it is not correct that it is the only wire stapled to the beam ALL of the wiring in the attic was stapled to the beam before Cox worked on the cable wires Evidently, the technician that attached the "amplifier" took the cable wire down to work on it The wires were neatly stapled to the beam before and now there is a bundle of cable wires lying on the floor of my attic It was also stated that the "alarm panel where the password is entered is worn...." I would gladly invite anyone to come see the keypad which is not worn at all It was also stated that "the customer does not have any information about the alarm system due to the system being over years old..." I have the manual for the alarm system but was not asked to see it I could have provided it, if I had been asked for it I did not know exactly how the system works because it was installed by my ex-husband who knows how to install security systems I was told by Cox to get my ex-husband to come fix the problem, but that is not an option Finally, it as stated, ".....the field supervisor attempted to physically show our customer what he was referring to......but the customer declined to walk with him." That is totally false I don't know what they are talking about "declined to walk with him...." The technician asked to see how the alarm works, and I brought him in my den to show him the keypad and I also showed him how when the alarm is activated and the door is opened, the alarm siren can heard The technician witnessed that for himself and said, "Oh, yes I can hear it." Never did I "decline to walk with him" and I provided him with all the information he asked I am very disappointed with the horrible customer service that I have been provided but am even more disappoined that Cox is attempting to provide and inaccurate information
Regards,
*** ***

Dear Ms***,
I have researched your account and it appears that the $balance dues include $in equipment charges. Once you activate service, this charge will auto-credit to your account. However, if you do not reinstate service or return the equipment the charge will remain on your account
The remaining balance of $are for services provided to you as the last payment we received was March 28, in the amount of $67.63. Based on this information, your account balance is accurate
Please contact me directly with any additional questions and/or concerns regarding your former Cox account
Respectfully,
*** ** ***
Office of the General Manager
Executive Offices of Cox Communications, California
###-###-####

Dear Ms***,
Thank you for this additional information. As agreed, I arranged for you to meet with one of our Solutions Specialists to throughly go over your Cox statements to attempt to identify any discrepancies. I was provided the following update from Mr*** as well as reviewed the tape to confirm his update: Hi ***,
*** *** came in to the store and declined to explain to me what specific information she needed from me or from CoxI had prepared and highlighted her previous bills since the day that she added TV serviceThe bill makes sense to me and I was ready to explain to her that everything was accurateShe declined to share any additional information, took my card and said she would report back to the Revdex.comTo be honest she did not give us a chance to explain what’s going on and when I told her that I would listen to her, she then again declinedI added all numbers and her bill is accurate after the installation credit was issuedLet me know if you need any additional information from me
Ms***, it does not appear that our team was given an opportunity to assist you. Unfortunately, I do not specialize in billing which is why I coordinated a meeting with one of our top billing specialists. If you still have outstanding questions in regards to the charges on your account, please contact our customer service team at ###-###-#### or visit one of our Solutions stores
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer does not accept our resolution. We want to ensure that our customer is aware that we are dedicated to doing all that we can to ensure their issues are resolved as quickly as possible. We have reached out to our customer and explained that we replaced the active line that feeds our customer. We will monitor our customer’s services for the next couple of days to ensure this resolution will resolve our customers concernsOur customer has their assigned Executive Escalations Team Members direct contact information and we will ensure to update the Revdex.com accordinglyWe thank our customer for bringing their concerns to our attention, and for being a Valued Cox customer Sincerely Cox Communications Executive Escalations SE Tell us why here

We resolved the consumers complaintOn 09/02 our Engineers made repairs to our headend and resolve the cusotmer problems

Dear Mr***
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 frequent contacts made by our company
In reviewing your account, it appears that the request to have your account added to our "do not call" list was not processed. As a result, we continued to reach out to you in regards to your services. As of today, December 19, 2014, I have updated your account privacy. Going forward, we will not solicit you by phone for Cox services.
Mr*** please accept our apologies for any frustration we 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,
*** ** ***
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.Another tech came out Sunday and spent half of my weekend day working on system and it didn't work again - another tech came out again with no history of previous complaints which was frustrating - I suggested he call *** the supervisor in *** at ***
*** who I spoke with directly *** promised to call me back after the tech came out AGAIN and also to confirm billing was resolved I never received a call yesterday as promised not have I received any billing The $bill was returned sue to insufficient funds due to me disputing the *** *** credit card charges due to system not working, being charged more than promised and service issues NOT due to lack of funds My desired outcome is system working , corrected billing , full credit of any monthly charges since system was installed as hasn't worked and an apology for horrible service !!
*** ***

We received and reviewed our customer’s rejection. Our customer indicated that she would like us to turn her services off if we cannot provide a cheaper package without phone service. Since our customer is paying just $9.99/month for Cox Digital Telephone service and is receiving a $50.00/month bundle discount for subscribing to three products, removing the phone service from the account would actually cause the monthly rate to increase
Our customer is currently receiving services that would normally cost her $253.44/month for $165.39/month. We hope that she will choose to keep the services and to continue to enjoy the substantial savings. Should she decide that she would prefer to disconnect her services, all Cox equipment will have to be returned to one of our Solutions Stores. The disconnection will be processed at that time
Thank you,
Cox Executive Escalations SE

Dear Mr***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter addressed to the Revdex.com in regards to Cox advertisements. I have reviewed your account and it appears that the request to
have you removed from our mailing list was completed on March 5, 2014. Please allow 30-days from this date to be completely removed from all marketing materials
I would like to apologize for the delay in having this completed. I am available for any additional questions and/or concerns you may have regarding your Cox account
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
1) The description of my call in june was not to ask if I qualifyI was calling to ask when I would be receiving my gift cardThe customer service rep put me on hold for quite some time while she searched my account and returned to tell me that I did not qualify and that I was misinformedIt is evident that my sales person created benefits in order to put me in a package that I didn't really wantI was promised a $gift card and a free home phoneNeither of which were ever received.2) There was definitely more than one service complaint callThe first one resulted in technician coming out to replace equipmentI believe this was in April The second was after relocating to the new address on *** Street and was related to breaks in service and channels going in and outA signal was sent then which was a temporary fix until it happened againWhen it happened again it also involved the On Demand service being unavailableA measly $credit was offered and never received.3) It is true that my last payment was June 23, however, when I called to cancel service I was instructed not to pay the July bill until I received a statement in August with all final charges calculatedThis was due to a credit amount around $as explained by the customer service repUnfortunately, the bill received in did not reflect the credit and all billing correspondence after that did not itemize charges and/or explain how the amount due reached $417.00.I still wish the entire bill to be voidedThe response from Cox Cable is not acceptable
Regards,
*** ***

This company refused me to cancel my order less than hours of a bogus contract that wasn't clarified not explain in thorough details, and didn't complete my service as order, but charges me dollar for service I hadn't had for hours of my service was to be completedBecause their tech was tired and didn't want to do the work order on the day of my serviceBut they charged me for wanting to cancel a bogus order that isn't and wasn't completed correctly by their agentAnd I have two account that's in my and it shouldn't be

Dear *** ***,
New 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 cleared all debts on the Cox account on
October 26, 2016. I have attached a copy
of the letter we sent to you dated October 26, for your records
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,
***
***
*** *** *** ** *** *** ***
*** *** *** *** ***
*** ***
*** *** *** *** *** ** *** *
*** *** *** ***

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. As I have already made several requests to remove myself from the mailing list, I hope that COX understands that I am serious about not receiving unwanted solicitations. If the business honors the agreement to remove me from their mailing list now, then I will consider the issue resolved.
Regards,
*** ***