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
resolvedcomplaint *** has been resolved with CoxThank you,

They are saying I missed a payment , I don't think so That I owe $instead of $--something is not right

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12663962, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. I want cox to reply to my complaintI will take their non reply as a an admission that the bill they sent is not accurate and they refuse to correct their mistake. This bill in its entirety is bogus as I have proven
Regards,
*** ***

Their sales consultant came to my house unsolicitedPromised service package for two years at $Received bill in September for $+ Contacted Cox and was told old price was good for one year onlyI am physically disabled - cerebral palsy and am on a fixed income (Supplemental Security Income and feel I'm being taken advantage of

Dear Revdex.com,">Cox Communications is responding to the complaint filed on 6/6/and assigned complaint number ***
We apologize for the delay in getting the external work completed for our customer. Our customer’s work order was not assigned properly to the appropriate department which prompted the delay with having the temporary line replaced for the permanent line. Once this error was recognized the work order was assigned to the appropriate department and the work required to be done was expedited. Cox records indicate that the work was completed on 6/12/14.
We apologize for the information provided to our customer that led to the confusion and ultimately this complaint. All of the processes and people involved will be addressed to ensure that this type of error does not happen again
Sincerely,
Cox Executive Customer Resolution Team

We are sorry to hear that our customer has concerns regarding their billingUpon receipt of our customers concerns we reviewed our customer’s account and found that our customer has had services connected in her name at the Chef Menteur Hwy address since February 18, 2015. Our customer has
received a statement each month which details the services that they have and the price of the services subscribed. We have no record of our customer calling to report any pricing concerns until January 25, when our customer called to report that she did not request to have data services. At that time our customer was advised of the Price Lock Guarantee that was placed on the account when the services were set up, and the early termination fee to remove the data services. At this time we are unable to justify entering an adjustment on our customer’s accountWe thank our customer for bringing their concerns to our attentionSincerely, Cox Communications Executive Escalations SE Tell us why here

I started my plan with cox paying for mbps down and 5mbps upWhat I was actually getting was 25mbps down, and upLuckily the upload was realsince then, it has come down to a mbps down, ping, and .9mbps downIt's not a problem with my setupI have a gaming router, a good modem, a custom built PCI am not having personal issues hereevery system on my network is running like its the early 2000's as far as downloadingand no resets, changes in IP addresses, or changes in hardware can fix itI am just not getting delivered what I pay for, and never haveI would take time warner any day over this, but in my area, cox is the only cable optionotherwise I have to go satellite and to hell with thatI have made several calls the last few years, but they never helped methey told me the same crap every place tells youturn everything on and off in this orderthat doesn't fix the fact that on the server side and on the infrastructure side they are incompetent

Hi,
First and foremost, a supervisor from Technical Support sent my request to Executive Resolutions on September 14thI asked her if it would be to hours, and she said yesApparently, Executive Resolutions is ignoring my complaint

Dear Ms***,
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 experience in changing your service online. I have conducted a thorough review of your account and have determined the following:
Our records show that on March 30, 2015, you signed for a 12-month promotion that provided Preferred TV, Utlimate internet and Premier phone for $per month. For this promotional rate, you were required to agree to a 24-month contract. Please note, that you subscribe to additional services that are not included in the promotional offer referenced above nor does this rate include equipment rental, taxes and/or fees.
Cox would like to apologize that this was not explained to you at the time of you agreeing to the 24-month contract. It appears that when you spoke with a supervisor on April 20, 2015, you were issued a courtesy credit of $50.41. In addition this credit, Cox will allow you to cancel your contract without incurring any early termination penalties
Again, 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. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
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Dear Mr***,
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
Unfortunately since you have a balance owed to Cox you may continue to receive collection phone calls from Cox. At the end of July your account is scheduled to go to our third party collection agency unless you pay the balance in full.
We strongly encourage you to work with the collections department to settle the unpaid balance and to avoid your account going to a third party collection agency
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

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 recent experience with our customer service. I would like to extend an apology to
you on behalf of Cox for the level of service you received as this is not the customer service we have built our reputation on
Our records show that on August 27, you spoke with one of our customer service representatives and they were able to add a $discount to your services for 12-months. In regards to your experience, as a good faith gesture I have applied a one month service credit to your account. Again, we apologize for your experience and are hopeful that we will be able to restore your faith in us
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
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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 the recent changes made to your account. You state in your complaint letter that you were not aware that your rate would increase when you downgraded your services.
Our records show that on February 11, 2013, you entered into Cox's Price Lock Guarantee (PLG). This locked your internet rate in at $for the 2-year contracted period. Your contract expired on February 10, therefore; we began billing you at the standard rate for the level of service you subscribe to
This information was included in the Terms and Conditions mailed with your first statement after agreeing to the PLG
Please contact me directly with any additional questions and/or concerns 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
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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
--------------------------------------------------------------------------------...⇄ /> About the $pass due amount before May 1st: As I mentioned in my previous statement, this is the initial activation fee which was promised to us on the phone call that it had been waived, but showed up later in the bills.
There was no such "upgrade in service"When Cox representative Mr** *** processed our paper work in the leasing office on April 22, we made sure that the old account was closed, the overpaid amount would be refund to us, and I started paying the new $service fee from the new bulk account. Mr** *** even gave his business card to us and told us that we can contract him in case we have any future questionsWe contracted in May and June by phone, and by emailUnfortunately, we never received any reply from himI have attached his business card in my previous messageWe double-paid the Cox service at our apartment from both our old account and our new accountFor May, $was paid from our old account and $was paid from our new accountFor June, $was paid from our old account and $was paid from our new accountWe request a refund of 49.00+30=for the overpaid service-feeWe paid our service-fee for July in full to CoxBut our service was cut by Cox for dayThis is also sated in Cox's previous response messageWe request a prorated refund of $for the 11-day service cut-off.
--------------------------------------------------------------------------------...⇄ /> Regards,
*** ***

Dear MrS***,
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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 had preferred internet service for
$however you had a 20% discount so your monthly charge was $a month. On March 3, Cox had a rate increase in
the California Market and we notified our customers on their February billing
statement (please see attached). Therefore
the preferred internet was raised to $however you were still receiving
the 20% discount at the new rate of $a month
Our records show on April 18, you downgraded from preferred
internet to essential internet services for $a month. You currently have a 20% discount applied
toward your essential internet for $a month, in which it will expire on
July 24, 2016. Please be advised that
once your 20% discount expires that your monthly rate will go back to $a
month
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 --------------------------------------------------------------------------------...⇄

September 3,
We want to thank our customer for taking time from their busy schedule to bring their account issue to our attention. The complaint that you filed was sent to our attention for research and resolution. We are sorry to hear that our customer felt that they had no other recourse than to contact the Revdex.com to get their concern resolved. We apologize for the poor customer experience that was encountered
Hello Consumer,
Thank you for affording us the opportunity to serve youWe have addressed your complaint.
This is the customer's 2nd time contacting us via the Revdex.comThe previous case ID is Our stance on the escalation has not changed since March
Again our initial response has not changedWe will not remove the delinquent balance from the credit bureausThe balance is unpaid however once the balance is paid we will update the credit bureaus with that informationWe understand the consumers time is valuable unfortunately we cannot reimburse him for his time lost from workAgain the account was disconnected for non-paymentThe customer received services on 10/02/and we didn’t disconnect the services until 12/09/The consumer did not make any payments to us for the months of servicesAgain our response has not changed
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
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Dear Revdex.com:
Cox Communications responds to case # ***
Our Executive Customer Resolution Team ***made contact with our customer and removed the charge for the service call for overall good relationsIn addition, the customer is aware
if the service matter happens again with respect to the receiver issue, we will as a one time courtesy go to the home to review all again and swap out the receiver at no chargeThe customer has *** *** contact information for further assistance with concerns regarding this issueWe believe the customer was satisfied with the outcome
Thank you,
*** ***

Dear Revdex.com, Cox Communications is responding to the
complaint filed with your office on 07/06/and assigned the complaint ID of ***
Upon receiving this complaint Cox Communications reached out to our customer to address their concerns. A review of the account did reveal a billing discrepancy that was caused by a clerical errorWe have made the necessary corrections and applied a credit to our customer’s account. The increase our customer saw in their MRC was a rate adjustment that took place in March of and affected all customers.
Our customer’s services have been adjusted per their request and we will address any procedural shortcomings that prevented this resolution from taking place sooner. Cox apologizes for the circumstances that led to this filing of this complaint and hope that the resolution is to our customer’s satisfaction
Sincerely, Cox Communications Executive Resolution Team

We are sorry to hear our customer does not accept our resolutionAt this time, we have nothing additional to add to our customers complaint. Our field service team remains available to assist our customer if further assistance is neededWe thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer Sincerely Cox Communications Executive Escalations Team SE

Dear *** ***,
Let me begin by thanking you for allowing
Cox the opportunity to serve your communication needs. I am in receipt of your complaint letter in regards to the rates you were promised versus what you were billed. I have reviewed your account and have determined the following:
Our records show that the appropriate campaign was added to your account on September 10, 2014. This campaign reduced your monthly rate to $for 12-months. In addition, your account has been credited for all installation fees as well as the overcharges. Cox has issued adjustments totaling $to your account.
Please accept our apologies for the inconvenience 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,
*** ** ***
Office of the General Manager
Cox Communications, California
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Dear Revdex.com,
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Cox Communications is responding to the complaint filed with your office on 1/18/and assigned the complaint ID of ***
We have reviewed the account and found that the charges our customer outlined in the complaint were accurately assessed to the accountWe have, however, agreed to credit the charge for the Technician visit based on work that had to be completed in order for services to be made availableWe have also credited our customer’s account for the days without service after the attempted self-installation
Our Customer has direct contact information for the Executive Resolution team as well should there be any further questions regarding this matter Respectfully submitted,
Cox Communications Executive Resolution Team