Cox Communications

We are sorry to hear that our customer has chosen to disconnect their services. Upon review of their account, we see the disconnection was completed successfully on the day of request.  We will review our customers interaction with our Customer Loyalty Team to ensure that there is coaching...

and development that takes place in the area’s needed. We thank our customer for bringing their concerns to our attention, and look forward to servicing their entertainment needs again soon.   Sincerely   Cox Communications Executive Escalations SE

We are sorry to hear that our customer experienced issues with their services not working.   Once we received this complaint we reviewed the account and saw that we had a technician out today (10/03) that has resolved the customer’s issues. 
We apologize for any inconvenience...

the customer has experienced because of the services not working.  We have issued a credit for $13.98 on the account which is a credit for what the customer pays us for the days of the reported service issues.  I have also issued an additional 20.00 courtesy credit for any inconvenience.  We thank our customer for choosing Cox, and appreciate our customer bringing their service issues to our attention.

Dear Revdex.com:
One of our Executive Customer Resolution Specialists has tried to reach our customer for case # [redacted] The agent has left a department number and specific contact information. We kindly ask that the customer reach out to the department number that has been...

provided so we can assist accordingly.  
Thank you,
The Executive Customer Resolution team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10880282, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are sorry to hear that our customer is experiencing issues with their services. Upon receipt of our customers concerns we reviewed their account and found that our Field Service and Network Teams are aware of our customers concerns.  Our leadership team has developed an action plan to...

ensure our customers concerns are addressed as quickly as possible. Our customers Executive Escalations Team Member reached out to our customer who confirmed that he is working with our field service team to ensure a resolution to his concerns.  Our customer is aware that their Executive Escalations Team Member will follow up with them after their issues are resolved.  Our customer has their Executive Escalations Team Members direct contact information in case 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

Revdex.com:
I find it odd that a company that bills itself as “Cox
Communications”, has no clue to what happens in its own shop.  If these people talked to each other, they
would know that the repair job was finished over a month ago.  I took pictures on 7-20-2015 of the completed
road and sidewalk repair.  I am sighing
off on this complaint, only because I am tired of dealing with these incompetent
people.
Regards,
[redacted]

Dear Revdex.com, Cox Communications is responding to the...

complaint filed with your office on 05/15/2015 and assigned the complaint ID of [redacted].
Cox wishes to extend our apologies to our customer regarding the multiple contacts needed to address this situation.  The incidents that lead to this complaint being filed will be addressed. 
 We have made arrangements for the necessary repairs to our customer’s property and have completed the repairs to the Cox wiring.  We have also reached a mutually acceptable agreement regarding compensation.  Our customer has direct contact information for this team should any further concerns regarding this matter arise.
Sincerely, Cox Communications Executive 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 with the Revdex.com in regards to your credit being ran without your authorization. 
I have searched our records for any accounts that may have been set up and am unsuccessful.  If you could please provide me with the address that you inquired on establishing services at, it would be my pleasure to further investigate.  Based on the information that you have provided in your complaint letter, I cannot locate any potential accounts.
You may contact me directly with this additional information.  My office hours are 730am to 4:00pm, Monday through Friday.  I look forward to hearing from you soon.
Best Regards,
[redacted]Office of the General Manager
Cox Communications, California
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

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 don't recall downgrading the service. I called to ask why my rate went up from $35 to $53 within a few months and I was offered a 20% discount which would be $42 and I accepted that. It is hard to believe the rate went up again the next month to $58. Something is fishy here!
Regards,
[redacted]

We are sorry to hear that our customer has concerns regarding issues with their services. Upon receipt of our customers concerns we reviewed our customers account and found that our customer worked with our Customer Experience Team in July of this year regarding service concerns.  We...

scheduled for our field service team to review our customers concerns on July 14, 2017.  The technician found we were able to connect our wireless equipment while our customer’s devices were not able to connect.  Our Customer Experience Team Member attempted to follow up with our customer on July 17, however there was no answer. Prior to the above complaint our customer called into technical support, reporting issues with their cable services on June 03, 2017.  Our technical support agent was able to partner with our customer over the phone to determine that our customer’s television was on incorrect channel to receive video services. Our Customer Experience Team remains available to assist our customer with any questions or concerns they may have. This Team can be reached by telephone 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...

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 filed through the Revdex.com and would like to apologize for your experience as a Cox customer.  I have reviewed your account and have determined the following:
Our records show that you have made several trouble reports in regards to your services since the install date of June 7, 2014.  There have been several network issues that were identified in resolved.  We are hopeful that our last visit to your home on September 29, 2014 addressed all of your service concerns.  As a result of your experience, I have issued a credit to your account in the amount of  $265.94 to your account.  This amount is equivalent to 50% of what we have billed you for video service from your install date.
You also state in your complaint letter that you have compared our service and rates to [redacted].  Please note that Cox is providing you the most competitive rate based on the level of service that you subscribe to. 
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.
Respectfully,
[redacted]
Office of the General Manager
Executive Offices of Cox Communications, California
###-###-####

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] As noted in Cox latest response, the secondary account was opened for a second time without my consent. Multiple representatives and techs have the ability to open accounts without consent even after being told of my issue. That is by definition a systemic issue. I want a detailed breakdown of the controls put in place to stop this from happening in the future.  The latest response is a direct reflect of how I was treated through the entire process.

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 filed through the Revdex.com in regards to your recent experience with your internet service.  I have reviewed your account and have come to the following resolution.
Cox would first like to apologize for the delay in responding to your trouble report.  I have provided this feedback to the organizations that are responsible for ensuring that our field technicians arrive within the scheduled time. 
In regards to the modem rental fee, Cox would like to provide this modem to you as a complimentary gift.  The equipment rental fee has been removed and your account updated accordingly.
Again, Cox would like to apologize for the inconvenience you have experienced.  I am available for any additional feedback or concerns you may have.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
858-836-7319

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 filed through the Revdex.com in regards to your former Cox account.  
As we have stated from our original response on June 19, 2014 as follows:
Our records show that on December 23, 2013 you entered into a 24-month service contract (see attached).  You cancelled your Cox services on February 21, 2014.  You state in your complaint letter that you were informed that the early termination fees would be waived.  Cox has no record of this being authorized. 
However, Cox will waive half of the early termination fees of $99.79 as a courtesy to you.  The amount of $99.79 will be applied towards your early termination fee today.  Ms. [redacted], please be advised that you are still responsible for the remaining charge of the early termination fee.  You can call our Customer Service line at 888.222.7743 to make that payment. 
I am available for any additional questions and/or concerns you may have regarding your former Cox account.  My office hours are 9:00am to 5:30pm, Monday through Friday.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
858-836-7344

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11175760, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11899510, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hello:I am still having connection issues with business internet with COX. Going to business internet did not resolve the issue of the connectivity problems. A tech has created a ticket for you all to come out and fix the connection problem between the outside pole and my apartment, How much longer will this continue to go on?Ticket # ESR00000228881z (or 12)created January 20, 2017 
Regards,
[redacted]

Dear [redacted],
 
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
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.
 
I apologize for the inconvenience we put you through
regarding your Cox billing issues. 
 
On September 8, 2016 I contacted you via phone at
[redacted] and left you a message.  I
have applied a credit adjustment of a total of $225.09 onto your Cox account.  The credit amount covered the following charges: 
 
$40.57             (Partial charge from your July 4,
2016 statement)
$179.50           (August
4, 2016 statement )
$5.02               (Late
fee from September 4, 2016 statement)
 
The credit adjustment will reflect on your next billing
statement on October 4, 2016.  At this
time, you have current balance of $178.65 that is due on September 24, 2016.
 
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 --------------------------------------------------------------------------------...⇄ /> [redacted]

Dear Revdex.com:
We are responding to the customer's feedback for case# [redacted]. Once we received the information we  immediately reached out  our customer and discussed the reasons for this particular review. Our customer graciously accepted for us to send a specilized lead technician in this focused area to look at all once again.
We have an appointment scheduled for 5.14.15. We look forward to resolving this matter and appreciate our customer's patronage and working with us. 
Thank you,
The Customer Experience team

Dear Mr. [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.
 
Our records show on April 5, 2016 a credit card payment of $100.00 was applied onto your Cox account in error.  The payment was removed from your account on April 6, 2016 and applied to the correct account. 
 
As a company, if our customer provides a proof of payment and was applied onto a different account, in error, we are obligated to correct the misapplied payment and apply it to the correct account. 
 
Per your desired settlement from your complaint to the Revdex.com, you are requesting for $100.00 reimbursement.  We apologize and will have to decline your request. Unfortunately, there is no valid reason for Cox to apply a $100.00 reimbursement to you or onto your Cox 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,
 
COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm