Cox Communications

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,
*** ***

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
###-###-####

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 that our customer is experiencing issues with their services as well as has concerns regarding their monthly statement. Upon receipt of our customers concerns we have reviewed the account and see that our customer has not reached out to us to report any issues with their
services since March 18, 2016. We invite our customer to reach out to our Technical Support Team for assistance with any issues they are experiencing with their services. Our Technical Support Team is available hours a day, days a week, and can be reached at ###-###-####Our customer’s services were temporarily interrupted on January 25, for nonpayment. Due to our customer not making any payment on their account we completely disconnected their services on February 16, 2016. Our customer made the payment and requested to have their services reconnected on March 01, 2016. We explained to our customer at the time of reconnecting their services that they would not receive the previous promotions applied. Additionally our customer has been billed for the mini boxes each month since March we notify our customer on each billing statement that we will only review billing disputes up to days from the date the bill was received. At this time we are unable to justify issuing any adjustments to our customers account due to us being unaware of any service issues, and due to our customer’s services being interrupted for nonpaymentWe thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused 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 addressed to the Revdex.com in regards to your internet service.
Our records show that on June 11,
you spoke with our Tier Technical support representative ***. After extensive troubleshooting, it was determined that a replacement modem may resolve your service issue. As a result, a complimentary modem was mailed to you on June 12,
Cox would like to apologize for any inconvenience we may have caused you prior to resolving your service concern. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:00am to 4:30pm
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

Revdex.com:
Dear*** *> ***..I am on the board of the HOA' ( North Park River Oaks) *** ans *** Mississippi StSan Diego, Calif 92104, and per your letter am authorizing Cox to REMOVE the outside cabling and repair the damage to the utility shed..the side of building and roof where holes were drilled, glued, nailed etc and conduits applied We are Not authorizing any cable on the outside of the building roof etcPlease advised a board member when this re[air will take placeMyself at *** or *** *** ***-
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
Regards,
*** ***

Complaint: ***
I am rejecting this response because: It was Sunday at 7:30A.Mand I had to wait for the TV guide to download and the pinwheel never stopped spinning the whole time and other examples may be to wait to copy a form or to print a form, etcI sometimes look up at my page when I'm writing and not all the letters have caught up yet to complete the word and then they start popping up
It's a question of useable speed, which is not consistentThere are other days it's betterThey're answer to the problem is to check with tech support to make sure I have the correct speed, which then becomes from tech support a suggestion to complain to customer support as wellSo, it's a circular solution and endlessI'm just trying to say that no matter what the service they should have a basic useable speed for allI was ready to call on Sunday to report what I call "dial up" speed from the old daysBut, they've all heard me say that at least onceThose who want a breakneck speed can order it and pay for itI'm just asking for what's fair no matter what the basic priceAll customers should be able to process whatever they need in a more timely or consistent patternI know I'm asking for management to look at that whole issue of fair serviceIt might be a big shift for them to make, but it's necessaryIf it takes a better overall speed, then increase it and stop spreading the miseryI'm not sure about the issue of leaving me phone messages, so DON'TI prefer to have all answers sent to Revdex.com in writingI'm not a negotiator
Sincerely,
*** ***

Ms***,
Thank you for the additional information. The charges were broken into deferred charges of $33.00. In order to credit the total $charge, we needed to post the remaining two $charges in which is outlined in the statement you provided. Please contact me with any additional information
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
***

May 27,
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 reviewed your compliant and account
After speaking with you about your experience that day I applied the credit for the late fee and service call fee to your account
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 below
--------------------------------------------------------------------------------...⇄ /> The Cox representative said all refunds are credited to me in the previous replyBut I do not see the $prorated refund for the 11-day service cut-off credited to my new account (The Camden Old Creek bulk account).-----------------------------------------------------------------------...⇄ /> Regards,
*** ***

We are sorry to hear that our customer has concerns regarding their experience in our retail storeUpon receipt of our customers concerns, we reviewed our customers account and see they spoke with one of our Customer Resolution Specialist regarding their concerns. Our Customer
Resolution Specialist has submitted the feedback to “Alberts” Leader for coaching and development purposes. Anytime a customer completes a self-installation there is a $self-install charged accessed. This charge is charged whether the customer purchases the equipment by making the payment at the store, or if the equipment charge is billed. We noticed our customer stated they wanted to return the equipment. We allow all customers to return their equipment for a refund within days from the date of purchase. We thank our customer for bringing their concerns to our attention, and for being a valued cox customerSincerely Cox Communications Executive Escalations Team SE Tell us why here

We are sorry to hear that our customer may have received some information regarding the pricing of the services. After receiving our customers concerns we reviewed the account, we do not see any notations of an agent telling our customer that they would be able to receive an digital box for
$2.99. We do see notes on the account where our customer has called repeatedly stating that she was told this information.Striving to live up to our mission statement “To be the Most Trusted Provider”, we are willing to install an HD box in our customer’s home. The HD box will have the Contour Guide, and receive the same channels as the other box in the home. The price of this box would be $a month for months. We will credit the difference in the price of the box to where the customer would only pay $a month, in one lump adjustment amount of $24.24.We thank our customer for bringing their concerns to our attention and for the unique opportunity to serve them through this avenue. Thanks for choosing Cox CommunicationsExecutive Escalations se

In early September, I called Cox Communications to request service for Internet, Telephone, and TV to our homeWe were told and service could be started right awayI said we had never had internet service to the house so there was no cable running to the propertyCox said they could install the service lineWe said great and confirmed we were eager new customersI asked for a install dateSept 27, I was at the residence and a service tech cameThe tech could not install the service because he could not locate the nearest Cox line boxFrom that point on we have had four Cox Service Techs come by to do the install but no Cox internet line was ever run to the property I asked each Tech to report to Cox that the internet line still had to be run to the propertyI also called Cox on at least a dozen times about getting the install completedEach time they said it would be done, would give me a date, but no construction crew ever came to install the internet line from the st

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12664145, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Cox Communication person that I talked to was telling me another story compared to the customer support personnelThe Cox Communication person was telling me that due to increase in rates and the package that they applied, my bill would be ~$and that is not that much difference when you take the $and add surcharges/tax for they year. I informed him the $dollar bill was with surcharges/taxes included, which he seemed surprised, but did not dispute the factAlso this price was guaranteed for a year, which he did not seem to know, this would of negated any price increase for the year of 2018. He still tried to tell me that when I got my phone service this would not of changed the price whereas the support personnel told me that is what exactly happened, because they took to long in establishing my phone service the package that I agreed to for the $had expired and I now have to pay more for the service. Yes both the customer support and communication person stated there is nothing they could do to correct this issue to my satisfaction. They did lower my bill from the ~to $with the current promotion they are offering, but not the promotion that I agreed to when I signed up for their phone serviceYes since they cannot HONOR the agreement price when I agreed to get their phone service I am working on transferring my communications to another provider.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10172603, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** ***
-Cox refused to take my resolve my account via the credit bureaus
-Cox refused to acknowledge the complete lack of ethics inside their company
-Cox refused to pay me for time lost from work due to their inept customer service (days)Plus it was a nightmare switching over to AT&T Uverse (Not a Cox issue) in which I had NO internet service for a MONTHThis also cost me a LOT of money, as I do business over the computer
-Cox refused to take ANY responsibility for their incompetent and unethical conductPathetic

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10871518, and find that this resolution is satisfactory to me.
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 Cox service was installed at your residence on April 11, 2016. A promotional offer was applied onto your account with the following services for $for months.
Essential cable with premium channels
HBO, STARZ, Cinemax, Showtime
Premiere Internet
Mbps download/ Mpbs upload
Premiere phone service
Unlimited long distance to Mexico
Unlimited long distance
Voicemail
However, the promotional offer does not include DVR service, rental equipment, and fees/taxes. Therefore you have the following service, rental equipment(s), and fees onto your account for an additional charge
DVR for $(discounted rate for months)
DVR service with no discount is $a month
cable boxes
$x = $
Modem rental fee $4.54 (discounted rate for months)
Modem rental fee with no discount is $a month
Phone FCC fee is $a month
Monthly estimated tax = $
$+ + $+ + $= $with estimated tax total is $a month
Per your complaint you expressed the original representative quoted you $a month with the current services you have with Cox. I truly apologize that she provided you the incorrect information. I will ensure to provide the proper coaching and feedback with this representative and their Leader.
Due to inconvenience I have applied a $credit onto your 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 9:00am to 5:30pm, Monday through Friday
Best Regards,
COX --------------------------------------------------------------------------------...⇄ *** Office of the Regional Manager
Executive Customer Resolutions Specialist, California
toll
Federal BlvdSan Diego, CA
Monday through Friday, 9:00am-5:30pm
Tell us why here

Dear *** ***,">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 and would like to apologize for your recent experience while trying to resolve your internet connection concerns
I have conducted a thorough review of your account and have determined the following:
Our records show that on February 22, you contacted our technical support group to report issues with your internet connection. At that time, we scheduled a technician to your home on February 24, 2014.
The technician determined that the cable serving your home needed to be replaced. Our records show this replacement was completed on March 18, 2014. As a result of the delay in resolving your service concern, you were issued a full month service credit to your account.
This adjustment will reflect on your next billing statement. In addition to the one month service credit, Cox will be providing you complimentary internet service for the next 3-months
On behalf of Cox Communications, I sincerely apologize for the inconvenience we have caused you and your family. 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, ***
***

Dear Ms***,
Thank you for allowing Cox the opportunity to serve your communication needsWe are in receipt of your complaint letter in regards to the technical issues you have been experiencing. I have conducted a thorough review of your account and have determined the
following:
Our records show that you installed cable, internet and phone service on October 21, 2014. Since your install, we have record of receiving calls from you reporting issues with your cable service. You have now disconnected your services and incurred $in early termination fees of which $was for cable
As a good faith gesture, I have credited the cable portion of your early termination fees leaving an account balance of $96.89.
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 former 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 ***, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowJune 27, *** ***
*** *** *** * ***
*** *** ** ***
***
***
Cox Customer # ***
Dear Ms***,
I reject in whole your response for the reasons stated belowInstead, I ask to be contacted by a supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues and reasonably satisfy my demands to be compensated for out-of-pocket expenses, loss of income, inconvenience, and other impacts for service interruptions by Cox High Speed Internet, Account # ***This is not only about email service, which is an INTEGRAL aspect of services provided by ANY ISPI have expert testimony to support that statementEmail is a necessityColleagues worldwide know me by my email address,which I've had for 27-1/yearsReaders of my published articles in the United States, the U.Kand the Netherlands know me by my email address, .
Your statement is not only false, but it is the equivalent of pouring gasoline on a small fire, and turning it into a raging infernoYou could easily have extinguished this "fire" by using common senseInstead, your untenable position escalates and intensifies my determination for a more just and reasonable resultI'm sure that the million readers of my Examiner news analysis and aviation reports would laugh at your statement that email is not part of Internet serviceFor many Cox customers, email IS the ONLY part of Internet service that they useMy neighbor, *** ***, is one such exampleShe is also a Cox Internet subscriber and only uses email serviceIf there is customer dissatisfaction, to ANY degree, *** would resolve it immediatelySame for ***Same for **Same for ***Same for any corporate officer who understands their vulnerability in the competitive marketplaceMs***, instead of offering me a solution, you blame me for calling attention to these real and pressing Cox service deficiencies, and offer a ridiculous excuse trying to divorce and separate yourself and Cox Communications from all responsibility for Cox Email and Cox Cloud Drive Services, which you provide, by contract, to your subscribersIn I had FASTER EMAIL SERVICE from my *** diaccount then the agonizing delays that I encounter on some days from CoxYour own service technicians are equally frustrated and understand the weakness of your positionOne Cox employee told me that he has logged literally thousands of TRENDING complaints from Cox customersHe spends most of his, he told me, trying to appease angry Cox customersI have no doubt that your distorted corporate mindset accurately represents Cox Communications, and this will eventually cut into your bottom line, but also lead to your corporate demiseCompanies that don't keep their customers satisfied are on a one-way road to extinctionCustomer Service means Customer Satisfaction which translates into customer loyalty and Corporate profitsThat's basic Business Your first question, Ms***, should be: "Mr***, what would it take to make you happy?" Instead, you go "all in" with an untenable position.
You asked me in the past to contact you immediately should there be ANY ongoing issues with my Cox subscriptionAnd, by the way, just try to offer and sell Internet service WITHOUT emailInstead of keeping your word, your promise, and your integrity, your have repeatedly four (4) times IGNORED my email and voice messagesWhy did you, *** ** ***, provide me with the following contact information:
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-#### (office)
###-###-#### (cell)
***
Ms***, you have already established bad intent, misleading representation, and sealed the deal on escalating this URGENT and PRESSING issue furtherAny impartial third party will be able to easily understand the cost, impact, personal expenditures, and related frustrations resulting from multiple complaints by myself and other Cox usersYou can dig your untenable hole deeper and deeper if you foolishly think that will resolve my complaints, and stop an enormous onslaught of bad press and customer dissatisfactionJust try to hold back the tide of rising irate consumersThat's why Cox is on the decline, and the Corporate giants that I previously mentioned are industry leadersThere are MANY COMPETITIVE ALTERNATIVES to Cox Internet serviceHere's a detailed log of my contacts with your Company over issues with the Cox Cloud Drive, related stand-alone applications, and more recently, daily email outages and service interruptions:
06/23/Email outages - calls to Level I and Level II Cox technicians - *** said, "This is a highly trending issueThere have been multiple complaintsI understand your frustration." Open Ticket # ***
05/27/Cox Cloud Drive image issues - calls to Level I Cox Cloud Drive technicians - *** from 5:p.mto 6:p.mPDT"I apologize to you for failing to resolve for nearly months a series of issues." Ticket # # ***, # *** and # *** of 03/31/05/27/Call from ***, Cox Cloud Drive Level I technician on Wednesday, 05/27/at 2:p.mre: Ticket # *** "Newer iOS devices after iOS not supported by Cox Cloud Drive App, causing blurred images" Original excuse was that Cox Cloud Drive did not support *** iOS THERE IS NO *** iOS 8.5!!! Most current *** OS is This was from a Level III Technician05/15/at 2:p.mPDT Call from ***, Cox Level II Technician: "Issues escalated to *** in operations and blurry image issue escalated to *** in development"05/15/at 2:p.mI called Level I Cox Technician ***: " ***, Level II Cox Technician will call you back in minutes."
05/06/at 5:p.mPDT Called *** ** *** at ###-###-#### (cell) on Wednesday, May 6, at 4:p.mand left Voice MailNO REPLY
05/06/at 4:p.mPDT Called *** ** *** at ###-###-#### (cell) on Wednesday, May 6, at 4:p.mand left Voice MailNO REPLY
05/02/Received message from Cox employee *** * on May 1:PM: I forwarded your comments to our App Development Team*** **"
05/02/at 4:a.mPDT Email message to *** ** ***,Review of Cox Cloud Drive App In *** App StoreNO REPLY
05/02/Replied to *** L on May at 11:AM with additional information05/02/Received message from Cox employee "*** *" at 9:AM: "I've asked our leadership to take a look at this and see what further assistance can be provided."
04/30/at 4:p.mPDT Email message to *** ** ***,"Please help with a pressing Cox Internet issue"NO REPLY
04/30/Again posted message on Cox Technical Support forum to Cox employee *** *, stressing that these three (3) Cox Support tickets were still unresolved:
***
04/28/at 2:pm PDT to 3:pm PDT [minutes call duration] Call to ***, Level I Cox Technician regarding Ticket # *** and # *** and # ***
04/24/at 4:p.mPDT On hold until 5:p.mPDT - minutes - no response from Level I technician
04/13/at 6:p.mPDT Name Not Given - Level Technician, Ticket # ***Told me to call ###-###-#### and ask to be transferred to Level 04/13/at 11:a.mPDT Call to *** - Level Technician re: Ticket # ***###-###-#### Option # 04/10/3:pm to 3:pm Telephone and Remote Logon Session with *** Level TechnicianHe removed some regenerating Cox Cloud Drive Directories and further explored the issueAFTER SESSION the photos on my Cox Cloud Drive iOS again appeared blurredThere was NO PRIOR TELEPHONE APPOINTMENTAgain, my work flow was interrupted04/06/Posted messages on the following Cox Technical Support forums asking for assistance:
***
***
***
03/31/at 1:pm Called ###-###-#### and spoke with *** and Samar Cox Level Tech SupportOpened Ticket # ***Initial report: "Uploaded Photos are BLURRY when viewed on iOS device"
I have ADDITIONAL documentation, affidavits, and other supporting materials, but in the interest of brevity I will stop hereI reserve my right to produce or add this information at a later timeMs***, I repeat my initial request to be contacted by a Supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues because you have failed to credibly and reasonably respond to themRegards,
*** ***
*** ***
*** *** *** * ***
*** *** ** ***
###-###-####
***
Cox Customer # ***