Cox Communications

Dear Mr***,
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 rate of your account. In reviewing your account, it appears that the billing was corrected on July 14, 2015. Your currently monthly rate including taxes and fees is $148.11. Cox has added the most aggressive discounts to reduce your rate to this amount
As a result of the delay in resolving this, I have applied a 1-month (one) service credit to your account. This credit will reflect on your next billing statement
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
Respectfully,
*** ***
Executive Office of the Regional Manager
Cox Communications, California
858-836-

Dear Revdex.com, Cox Communications is responding to the
complaint filed with your office on 02/13/and assigned the complaint ID of ***
Cox Communications wishes to extend an apology to our customer for the error which resulted in their account being charged for the modem rental. A review of the original order shows that the promotion for which our customer signed up was not properly applied to the account. We have applied the appropriate credit for the modem charges as well as a credit for the activation fee
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
1) No credit applied
Your previous message said "I have issued a credit to your account in the
amount of $($x months). This adjustment will reflect on
your next billing statement." But no credit has been issued as seen in an attached billTherefore your latest message "credit of $that was applied to your account" is a lie
2) Still no confirmation E-mail
Although I reiterated, your company still has not sent me an confirmation Email or letterAs I mentioned in a previous rebuttal, "From
next bill to 12th month bills will be $as all inclusive including tax
and no other fees but next bill will also have above $creditAlso from
13th to 24th month bills will be $($+ $19.99) as all inclusive
including tax and no other fees." Please confirm this by confirmation Email, your next reply in Revdex.com or letter
3) I will accept your comment if it will really happen
Your latest message says "credit of $that was applied to your
account was sufficient to resolve your rate dispute. As requested, I
have credited the $late fee that was also billed to your
account. This adjustment will reflect on your next billing statement." If $and $credits will be seen in next bill as you mentioned, I will accept it
4) Next
*** COX responds, COX will include the employee's full name who is responsible
for the response and will include contact information of him/her
Please confirm and complete 1) - 4) next *** you reply so both we can end this absurd dispute
Regards,
*** ***

Tell us why here
We are sorry to hear that our customer has concerns regarding an equipment charge, which they were unable to have addressed.We have reviewed the equipment charge and found the equipment in question to be from our customer’s previous address. Striving to live up to
our mission statement “to be the most Trusted Provider” we realize that this has been some time and the customer may have misplaced, or thrown away the equipment. We have credited the equipment charge back to our customers account , and notified our customer of the actions taken.We are sorry for any inconvenience this has caused our customer, and thank our customer for allowing us the unique opportunity to serve them through this avenue

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,
*** ***

Dear Mr***,
Based on the information that was discussed on the call, we have confirmed the speeds that were offered to you. If you would like to arrange a time to listen to the recording, please contact me directly
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

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 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 disputing a recent returned payment fee that was billed to your account
I have reviewed your account and have determined that a credit of $is warranted. This credit has been applied to your account and will reflect on the next billing statement
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,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear ***,
You do not see the whole storyWhen I signed up, I went to the store and showed what I wanted on the websiteIt had basic tv, preferred internet, and a couple of movie channels for $for monthsthe rep told me the bundle she get me is even better and she was going to throw in an hbo channel for months (which was less than the months advertised, but alright I thought as we are not major tv watchers)However when the service started, I noticed my internet is not preferred and I complainedthen another rep told me the only way to correct it is to add a phone serviceI reluctantly accepted as it would get me the service I signed up for (and the phone service has never been connected, I'm sure you can see that too)So, from my point of view, I still want my advertised $bundle, and rest of it is just your endless gamesThe service has not cost me $even one month, from the first bill, it was around $120, charging me an installation fee never communicated to me before hand of x $I guess you guys think I'm wading in money or somethingyou keep billing me more and moreyou have not "accuratley billed" me even one month so far

Complaint: ***
I am rejecting this response because: This has become a circular argument that it's about tech supportWhat I'm saying is that I or other customers need a consistent level of Mbps to useIt should not be stated as up to MbpsIt basically should be more than up to ,which gives them an out to provide less than at times or that somehow it's a service that has to be monitored by a tech support deptetc.
Just allow whatever consistent Mbps is enough for customer satisfactionI don't even know what anMbps really is or how much of a level that I needTHEY do know, so just provide it and stop pretending that it has to do with equipment or anything elseI am not playing phone games or home visit gamesJust provide a good service across the board so that customer complaints will stop and so will the need for phone calls or home visits will ever be necessaryI would not have complained if I had not felt squeezed down to practically a dial up service on most occasion and that's where the problem liesGive me the opportunity to stop complaining and this matter will go away
Sincerely,
*** ***

November 18,
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 June 30, 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 addressed your complaint and agreed that your internet problem is resolved
After speaking to me on November 18, you advised me that the internet issue is resolvedI credited your account for month of service totaling $I also provided you with my contact information to reach out to me during any outage you experience
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
###-###-####

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 belowCox Communications is now offering to honor the rate which they failed to honorThey have NOT explained why I was given a fixed rate, locked in for one year, and then told it was changed because rates had gone up after the agreement was madeThe entire purpose of a locked in rate for one year was rejected by themAs far as I am concerned they acted unethically by not honoring the agreed upon rateI wonder how many other times they haven't not honored agreements to customers?
For a long time I have wondered why I was paying such high prices for an array of channels I NEVER watched, e.gsports and music channels and why, when people are hurting in our current economy, Cox continues to increase rates yearly, often by double digits while the CPI goes up less than 2% per yearThey gouge the public and don't honor their agreementsSince discontinuing my cable TV I have had more time for reading and playing with my dogIf they had honored their agreement I probably would have continued to pay money for a service I really didn't need (I'm a creature of habit); but they did notI won't be changing my mind since I donated my TV to Amvets
The least they can do, both for me and the Revdex.com, is apologize, explain why they didn't honor their agreement, and how they will ensure in the future that there is NO repeat of such unethical behaviorAnd they can also explain why it took them so long to respond to my complaint given that as a member of the Revdex.com they are required to respond within two week
Regards,
*** *** ** ***
p.ssince I took over my late parents Cox account, altogether my family has been with Cox since they started offering Cable TV, over yearsThey talk about customer loyalty; but talk is cheap

We are sorry to hear that our customer has concerns regarding their billing. Upon receipt of our customers concerns we reviewed our customers account and see that our customer returned their equipment on July 28, 2017. Our customer was billed in error for three billing
periods. Our customer disputing the last payment with their bank who reversed the statement charges. We have issued an adjustment in the amount of $to our customers account for the period that they were billed incorrectly. We ask our customer to allow 7/business days for the check to process and an additional 7/business days to receive their refund. We thank our customer for bringing their concerns to our attention, and look forward to servicing their entertainment needs soon Sincerely Executive Escalations SE Cox Communications Tell us why here

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12119460, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Mr***,
Let me begin by thanking you for allowing Cox the opportunity to provide your entertainment needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to the multiple box exchanges on your account. I have reviewed
your account and have determined the following:
Our records do show that there have been several trouble reports from you in regards to your cable service. However, the last technician that was sent to your home to troubleshoot was July 29, 2011. Each time you report issues with your cable box, they are being swapped through the mail.
Based on this information, I would like to arrange for a technician to come out and certify your home. Please contact me with a good time and date that is convenient for you. My office hours are 7:30am to 4:00pmMonday through Friday
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 11152876, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I received Cox's response and it is neither accurate nor does it tell the full story of my problems with them.Yes, an agent at Cox did FINALLY resolve my issue (I'm assuming because I thought this issue was resolved in December, but it wasn't....January, but it wasn't...February, but it wasn't and even now March and it isn't), but ONLY after visits, 6-phone calls and a hour online chat session and my service is STILL under threat of termination SOMEHOW even after credits were applied which SHOULD make my account current ($due 3/27) and actually owing LESS than my monthly services would be ($148.65).Of course that's due to how and when Cox applies payments and credits NOT a fault of mine or my account not being PAID IN FULL, but THAT isn't even my biggest problem.My biggest problem is that NONE of this should have happened in the first place! In December I was charged $for an installation fee when NOTHING was installed. In January I was charged $for a service appointment when NOTHING was done to fix my cable during that appointment AND I had their protection plan at the time and never should have been charged in the first place. In February I was charged $for according to Cox "the charge occurred due to our customer removing the Cox Service Protection Plan (CSPP) from the account..." when on TWO separate occasions, 12/21/and 1/15/(Cox,check your notes and listen to the recording if you recorded the calls) I asked REPEATEDLY and in several ways "If I cancel the protection plan WILL there be ANY more related charges to this issue?" and BOTH times I was told NO!So don't try to put that on or blame me for canceling the protection plan.So for the record and after wasting MUCH of my time I'd like Cox and people to be aware of the lengthy runaround (even pointed out by a Cox rep on 1/as stated "Wow,they've really been giving you the runaround") , broken promises, misinformation and hassle customers are going through and have to spend hours, days and months to resolve that NEVER should have happened in the first place.It was BAD enough I had to cancel work times for service appointments (the first of which was a COMPLETE waste of time!) to fix my cable when it should have been done the first time, but what I've gone through to resolve unwarranted charges related to them has been UTTERLY ridiculous and should be noted.
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 filed through the Revdex.com in regards to your newly established Cox account. I have reviewed your account and
have determined the following:
Our records show that on April 2, you established cable and internet service. You selected the self-install option which allows you to connect any applicable equipment without the help of a Cox technician.
On April 27, you contacted our technical support team to report issues with your internet service. At that time, we scheduled a technician to visit your home on May 3, 2014. Our records show that the self-connect install was not completed correctly. Therefore, the technician needed to reconfigure the cabling
Cox has issued credit in the amount of $to your account since install. We do not have record of any payments being made to the account nor do we have record of any additional trouble reports
Based on this information, Cox must respectfully deny your request for any additional credits.
I am available to discuss 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
Best Regards,
*** ** ***
Office of the General Manager
Cox Communications, California
***

We are sorry to hear that our customer is experiencing issues with their data services. Upon receipt of our customers concerns we reviewed the account and found that there are no active services at the address of this complaint. We have spoken with our customer recently, in reference
to Revdex.com Complaint ID: 11301975, which is the complaint that has the correct address we believe our customer is referring. As we explained to our customer at that time we are aware of an issue that is affecting our customer’s data services, and are working very hard with our construction team to resolve. However, do to the time line to get permits, and other approvals we have not as of today set the date for repairsOur customer has the Executive Escalations Team member that is assigned to his accounts direct contact information, and we invite our customer to reach out to his Executive Escalations LiaisonWe thank our customer for bringing his concerns to our attention, and we apologize for any inconvenience Sincerely Executive Escalations SE Cox Communications Tell us why here

We are sorry to hear that our does not accept our resolutionUpon receipt of our customer’s rebuttal we reviewed the account and see our customer has called in and we have issued the additional adjustments to the account. There is no way to remove the franchise fee from the bill as this fee is a valid charge We thank our customer for bringing their concerns to our attention Sincerely, Cox Communications Executive Escalations Team SE Tell us why here

Dear Mr***,
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 with the Revdex.com in regards to the rates of your service. I have reviewed your account and have determined the following:
Our records show that on August 14, you agreed to add Cox Advanced TV service to your account. You state in your complaint letter that this service was to include a locked in rate for 12-months of which HBO was included
At this time, we show that you are receiving Advanced TV for $and a free cable box for 12-months. Although the HBO promotion was added at the same time of install, it was set to expire in 6-months as opposed to 12-months. Therefore, your monthly recurring rate increased by $
As a good faith gesture, Cox has issued a lump sum credit to your account in the amount of $191.88. This amount is equivalent to the additional 6-months of HBO you understood to be included for 12-months
Mr***, please accept our apologies for the inconvenience this may have caused you. 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
***