Cox Communications

Dear [redacted],
 
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 you. We 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.
 
Per our phone conversation, I have issued a 2 month credit toward your cable services for the inconvenience of your services.  In the future, if you have any issues with your Cox services, please contact me directly.   
 
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 --------------------------------------------------------------------------------...⇄ /> [redacted]
[redacted]
[redacted]
[redacted]
 
 
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

We are sorry to hear that a sprinkler line was hit while we are burying our customer line, and that our contractors partners worked in a way that our customer feels is unsafe.  Upon receipt of our customers concerns our Field Contractor Leadership Partners Grayco Communications reached out to...

our customer to address her concerns.     Our customer explained that she would have her “Pool Guy” repair the damage to the sprinkler line, and send the invoice for the repairs to Grayco Communication who will be paying the invoice.  We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused. Sincerely Cox Communications Executive Escalations Team SE

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12292275, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We are still waiting on a refund of at LEAST two months of service since our phones have been out. [redacted] that works in our office has been in touch with "Beverly [redacted]" about this.
Regards,
[redacted]

We are sorry to hear that our customer ha concerns regarding their service not working.  Upon receipt of our customers concerns we reached out to our customer who confirmed that his issues have been resolved since our Network Team completed repairs on May 11, 2017.  We explained to our...

customer the way that our lines are placed and apologized for any miscommunication about someone else tapping or sharing our customers signal strength. We explained to our customer that we are unable to issue adjustments for issues that we are not aware exist and that we have issued an adjustment of $ 63.69 on April 29, 2017 for our customer’s service concerns.  Our customer has their assigned Executive Escalations Team liaison’s direct contact information should they have any additional questions or concerns.  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 Tell us why here...

August 27, 2014
 
 
 
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 you. We have addressed your complaint. 
 
Our initial response has not changed. We will not remove the delinquent balance from the credit bureaus. The balance is unpaid however once the balance is paid we will update the credit bureaus with that information. We understand the consumers time is valuable unfortunately we cannot reimburse him for his time lost from work. Again the account was disconnected for non-payment. The customer received services on 10/02/13 and we didn’t disconnect the services until 12/09/14. The consumer did not make any payments to us for the 2 months of services. 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.
 
 
 
 
 
[redacted]  
Executive Relations
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I tried contacting you and was told that I would be contacted same day, but I did not get a call back.
I tried contacting the collection agency however I not able to get in touch with some one. What do you mean by the "write off" amount?
Please look into the situation and get back to me ASAP.
Regards,
[redacted]

Dear Ms. [redacted],
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 disputing the $25.00 returned payment fee billed to your account.
Cox has...

issued a one-time courtesy credit to your account.  This credit will reflect on your next billing statement.
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,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

Dear Mr. [redacted],
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 the billing of your account.  I have reviewed your account and have determined the following:
Our records show that you subscribe to our unlimited long distance, Simply World Wide and Unlimited calls to Mexico (excluding mobile termination).  The Simply World Wide plan decreases the per minute rate to calls to mobile phones terminating in Mexico.  Since this was not explained to you, we have credited all calls to Mexico (landline and mobile terminations) from September through today, October 13, 2014.  Our records show that you have already been credited for the reconnect fees that were billed to your account due to your billing discrepancy.
Also, due to the delay in resolving your billing concern, we have issued you 1-month phone credit in the amount of $45.47.
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,
[redacted]
Office of the General Manager
Executive Office of Cox Communications, California
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[redacted]
We received this same complaint from our Corporate Headquarters on June 30, 2016.  Below is my response.  I also want to add the $99.00 promotional discount does not include equipment fees and FCC telephone fees.  Therefore your monthly recurring charge is $114.37...

before tax and after tax total is $128.10 till December 3, 2016. 
[redacted] 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 you. We 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 that you are currently on a promotional discount of $55.00 off for 12 months starting November 28, 2015 through December 3, 2016. On December 4, 2016 through November 28, 2017 you will continue to receive a discount however it will be for $35.00 off. Our records show the representative that you spoke with on November 28, 2015 explained what your new promotional offers were going to be from months 1-12 and months 13-24 plus you also agreed to a 2 year Price Lock Guarantee (PLG) contract. However regarding your June 4, 2016 statement I am unsure why your monthly charge went up to $9.16. I truly apologize for the confusion/error on your June billing statement. At this time, I have issued a credit for the difference and it will reflect on your next billing statement. On June 30, 2016 I attempted to contact you by phone regarding your complaint to the Revdex.com but you were not available. Please contact me directly at 877-982-5917 if your July 4, 2016 statement is not reflecting the correct charges onto your account. 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, [redacted]
[redacted]
[redacted]
[redacted]

We are sorry to hear that our customer does not accept our resolution. Upon receipt of our customers rebuttal we reviewed our customers account, and see that our customer currently subscribes to cable and data services. When looking at our customers data usage we see significant daily usage of this service. Our network technician reached out to our customer regarding their service concerns, and our customer explained to our network technician that their service issues were resolved.  Our field service supervisor has additionally attempted to reach out to our customer on two occasions unsuccessfully. At this time, we are unable to justify issuing any adjustments to our customers account.  If our customer is having issues with their services we invite them to give a call to our technical support team, or the field leader who left their direct contact information so that we can ensure their concerns are addressed.  We thank our customer for bringing their concerns to our attention, and look forward to servicing their entertainment needs for years to come.       Sincerely   Cox Communications Executive Escalations Team SE Tell us why here...

Dear Revdex.com:
 
We  reviewed the customer's information for case# [redacted] One of our lead technicians was assigned to an appointment that was scheduled for  7.19.16. The lead technician found our customer was having a...

WIFI issue and not an issue with the internet signal that we provide. The agent offered different type equipment that might work best with  their WIFI and swapped the equipment and advised our customer to access  update their settings. This should assist the customer with their WIFI issue. The lead agent advised our team that the customer concerns have been addressed. We appreciate our customer's patronage and our lead was to provide contact information in the event of any further questions or concerns
Thank you, The Executive Customer Resolution team

Dear Mr. [redacted],
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 your former Cox account.  I would like to extend an apology to you on behalf of Cox in regards to the technical issues that were unresolvable prior to you canceling your service.
As a result of your experience, I have issued a credit to your account for the remaining balance of $241.63. 
Mr. [redacted], please accept our apologies for the inconvenience we may have caused you and your family.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
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Dear Mr. [redacted],
We  are in receipt of your complaint letter filed through the Revdex.com in regards to your Cox services.  The concerns you outline in your complaint can be resolved by contacting our customer service team at ###-###-####.  Our staff is...

available Monday through Friday, 8am to 8pm and Saturdays 9am to 6pm.  Or if you prefer, I can arrange for someone to contact you at your convenience.
I am sure someone on our customer service team will be able to resolve your concerns to your satisfaction.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr. [redacted],
We are hopeful that the technician visit on February 25, 2014 resolved your service concern.  Please accept our apologies for the delay in resolution.  In addition to the adjustment of $80.30 that was applied to your account on February 24, 2014, I have issued a credit of $190.35.  This amount is equivalent to one-month of video service.
Again, we apologize for any inconvenience this has caused you and your family.  I am available for any additional questions and/or concerns you may have regarding your Cox services.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]

November 11, 2014
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 you. We have reviewed your complaint and account.
I attempted to reach out to you via phone ###-###-####, but didn’t receive and answer. I left a message with my contact information.
After reviewing your account it is documented that you were experiencing technical problems with your internet. First documented contact with us was on 07/22/14 you called and expressed problems with your internet. We scheduled a technician to your home on 07/23/14. We also sent technician to the home on 2 other occasions for internet issues. 08/22/14 and 08/30/14.
Your last documented call to our technical support department was on 10/14/14. You added a new modem to your account and you were able to get online after the new modem was added.
Using our tools I am able to see that your modem has been online since that day. Our tools can’t show if you are having problems it’s just a benchmark. Please let me know if you are still having technical problems with your services.
I have applied a credit to your account for four months (July- October). The total credit is $251.96.
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.
[redacted]  
Executive Relations
###-###-####

We are sorry to hear that our does not accept our resolution.         Our Customer Experience Team invites our customer to give us a call with any questions or concerns they may have. This Team can be reached at 884-208-3741 Monday through Saturday 9am – 6 pm Central Standard Time. 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 Tell us why here...

I called the cox communications internet services 3 times, and ended up with dropped calls after complaining about the internet speed, I am paying $ 70 for 50 speed and getting only 25. They wanted to send me a technician, not for free, which I refuse and we got disconnected somehow. They put a note that they called me back and they never did:((!!!

May 6, 2015
 
 
 
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 you. We have reviewed your complaint and account.
 
After speaking with you today you advised me that the technician resolved your concerns on the visit today. I advised you that our scheduling was behind due to the recent storm in the area. I applied a credit to your account for one month of internet services.
 
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.
 
[redacted]  
Executive Relations
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11435850, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[Provide details of why you are not satisfied with this resolution.]
I received NO calls from anyone concerning the scheduled appt .I repeat not one call did I receive and No technician came to my home on the scheduled appt! Note I made certain to give my cell phone as the contact number since my account phone number is an Internet phone and was probably not connected due to the issues. Also the fact that I made one call does not prove anything about the quality of service. I am rather tired of being told my hardware needs replacing when I know this NOT to be the case. Tech support is often demeaning and not helpful. . I did however make several attempts at an online chat to find out why I was stood up by the technician and all attempts FAILED to connect me to anyone. I have not had the time to try since due to illness in the family. I see nothing is mentioned about the $40 credit that was promised to me ? I would like to know if that will be upheld ?
Regards,
[redacted]