Cox Communications

I have been Cox Communication customer for 13 years. My bill is $245 per month including internet service, HBO, Showtime & Cinemax. I got an offer from Direct TV that offers the exact same thing with a little bit slower internet service for $117 per month for two years.
I called the billing department of Cox Communication to cancel my service. A young girl answered the phone and told me that if I cancel ShowTime, HBO and Cinemax she can give me a discount so my bill will be $170 including tax (Work Order Number: [redacted]). I accepted their offer to stay with them.
After few hours when I checked my email I found that the agent took my DVR service off as well. Basically she lied to me. She took all my premium Movie channels and my DVR service.
I had to call and spend 1 more hour with another agent ([redacted]) and finally I got a different rate which was more than what the first agent gave me. I think this is not the way that a company like Cox should treat their loyal customers. In many places this type of practices are considered fraudulent.

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.Cox Communications has never met their end of our original agreement when I added my phone services. I know exactly what I agreed to and I not only double checked but tripled checked before making the final agreement with the Sales Rep. Cox Communications has not met their end and since they are the ones with money, feel they can get away with walking over me, the little guy.
Please get ALL my money back. NOW I am asking not just the original amount but I am NOW asking for the amount from my previous Revdex.com complaint about Cox Communications about a very similar issue. I have been a loyal customer and to be treated and abused like this, with the very little money I get each month, I find what Cox is doing not only inhumane but bordering on robbery.
Do what is right to ME the customer and NOT to yourselves the big money company.
Regards,
[redacted]

I acknowledge my error in reading the contract. I did not see this section nor was I made aware of it when discussing with the customer service representative previously. I intend to honor the contract.
 
Regards,
[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.
[redacted]
As we discussed, I would like to reject Cox Comm response and I consider the case unsatisfactory resolved.
Thank you for your help and support.
Regards,
[redacted]

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.

Dear Revdex.com:
Cox Communications responds to Revdex.com case #[redacted].
We have reviewed the customer's bill in detail with them, made a payment arrangement and provided credit for services to satisfy the overall issues concerning the non-payment, bill and re-rates issue with...

direct dialed calls that had been made. In addition, our customer has advised our supervisor that these  several resolutions have met their satisfaction.
Our customer has our supervisors contact information in the event that they have any further questions or concerns pertaining to this matter. Our apology that we did not update your office sooner.
Thank you,
The Executive Customer Resolution team 
 %3

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 the campaigns on your account.  I have reviewed your account and have determined the following:
Our records show that on December 12, 2012 you signed up for our Gold bundle step-up package at the rate of $124.99 per month (Not including taxes, fees and equipment rental).  This rate was for the primary outlets of each service you subscribed to.  Any additional outlets would be billed at the standard rate.  The Gold bundle step-up package rate billed at $124.99 for the first 12-months and increased by $15.00 for months 13-18.  This second portion of this discounted rate is set to expire on June 12, 2014.
Unfortunately, our system does not allow us to stack discounts.  Therefore, our customers must wait until the campaign has fully expired.  Once the campaign has expired, customers can inquire on any additional discounts we may have available.  Unfortunately, some of our more aggressive discounts that were previously offered may not be available nor are we able to extend them.
Mr. [redacted], on behalf of Cox, I would like to extend an apology to you if this was not thoroughly explained.  I would also like to apologize for the lack of follow up to your online chat.  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
[redacted]

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.
 
Our records show that Cox installed services at your residence on April 29, 2015.  At that time, you agreed to a 2 year Price Lock Guarantee (PLG).  A 2 year PLG is a guarantee if there were to be any rate increases within the next 2 years that your account will not be affected.  Along with the 2 year PLG, we applied a 12 month discount onto your account in which it expired on April 28, 2016.  Therefore, there was an increase on your April 29, 2016 billing statement.
 
On May 5, 2016 we applied a $40.00 off discount onto your account along with $5.00 off of your DVR service for 12 months.  Your new monthly rate for 12 months is as follows: 
 
$115.46 Plus Tax = $128.43
 
On May 17, 2016 I left you a voicemail regarding the recent discounts that were applied onto your account.  Mr. Webber, if you are not satisfied with the new discounts and would like to terminate your Cox services, I am willing to waive the early termination fee.  Please contact me, directly, if you would like to terminate your services.
 
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
[redacted]
5159 Federal Blvd. San Diego, CA 92105  
Monday through Friday, 9:00am-5:30pm

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 account.  I have researched your account and have determined the following:
Our...

records show that on June 26, 2014, your account was disconnected due to non-payment.  Prior to your account being disconnected, the last payment we received was on May 15, 2014 in the amount of $110.79.  However, your account balance was $252.84.
Based on this information, Cox feels that you have been accurately billed for the services that you subscribe to.  As a result, we must respectfully deny your request to have a credit applied and your final account balance of $166.53 pulled from collections.
You may contact me directly with any additional questions and/or concerns regarding your former Cox account.
Respectfully,
[redacted]
Office of the General Manager
Executive Offices of Cox Communications, California
###-###-####

Thank you for your response.
The account number is [redacted]
[redacted]
[redacted]
[redacted]
Monthly charges l were automatically billed to her Discover card.
[redacted] died 2-12-14.
underline;">  I am the Trustee for her estate.
Both my Aunt [redacted] and her granddaughter had their names on the Cox account. I  was tasked with removing my deceased Aunt's name from the account.  I emailed Cox and was told I needed to make the change through one of their stores.  I went in and spoke with [redacted] a "Solutions Specialist."  I specifically stated that only the name was to be removed... all services were to remain the same.  I was never told that any fees would be  raised or that her phone number would be lost.  Then...the granddaughter received her first bill.  My deceased Aunt's phone number had been disconnected and the bill was $100.00 higher that the previous month.  I tried to remedy this by telephone.  I was told to fax my Trustee papers to [redacted] at Desk [redacted].  (858)715-4529.  My call was never returned.  The granddaughter called Cox.  She was told that the phone number was disconnect ted and could never be retrieved.  She was told to come into the store to discuss the situation.  We went to the Santee store and spoke with [redacted].  She was able to retrieve the telephone number.  We were told that due to the name removal, all fees had been raised.  We asked her to put that in writing and she stated that Cox employees" were not allowed to put anything in writing."  I truly believe that the Cox employees were taking advantage of a family in mourning.  Either [redacted] was lying to me, was not trained properly or was following company policy to open new higher fee based accounts at any cost to deceased family members.  Cox employees were confused (at best) or dishonest (at worst).  We lowered the granddaughter's Cox services to a minimum until this matter could be settled. 
Please contact me should you need any further information.
[redacted]
Trustee, The [redacted] J. [redacted]
[redacted] home phone
[redacted] work phone

We appreciate our customer voicing their concerns with the video programing.  We have confirmed that when ordering or upgrading services our website doe state “See terms and conditions for the services and equipment presented pricing and special offers are subject to change and...

restrictions”.  The restriction with the economy package is that you are unable to add movie packages to the account, without subscribing to Advanced TV.  We apologize for any inconvenience the customer has experienced and Thank our customer for choosing Cox Communications.

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.--------------------------------------------------------------------------...⇄ /> Hello, [redacted].
Thanks for your reply. As I stated in the previous message, the refund issue with Cox involves both our old and new Cox accounts. The total refund therefor has two parts: $142.99 = $109.99(old) + $33(new). A family number is the holder of the old account. I am the holder of the new account. I filed this complaint to deal with the tangled issues together.
I am not sure whether I understand your reply correctly. Do you suggest that my family member(old account holder) should filed a new complaint as well?
Thanks.
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for allowing Cox the...

opportunity to serve your communication needs.  We are receipt of your complaint letter filed with the Revdex.com in regards to your recent install.  On behalf of the Cox organization, I would like to extend an apology to you for your recent experience.
We have shared your concerns with the organizations within Cox that are responsible for ensuring that our customers are provided with accurate information.  It disheartens us to know that misinformation has caused you to cancel your service.
As a result of your experience, Cox has credited $206.28 towards your Cox account.  This amount represents the payment you made in the amount of $177.86 as well as the services you were billed for.  This credit will be issued in the form of a refund check within 3-4 weeks.
Again Mr. [redacted], we apologize for your experience.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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 filed through the Revdex.com in regards to the "toll restriction" call feature.  I have reviewed your account and...

have determined the following:
Our records show that you primary telephone number [redacted] is under the California Lifeline Program.  This program allows qualifying low income customers to have phone service at a discounted rate.  Lifeline customers also receive toll restriction as a courtesy.
In reviewing your account, it appears that you have/had multiple phone lines which did not qualify for the Lifeline program.  Therefore, you were billed for the toll restriction phone feature.
Based on this information, Cox must respectfully deny your request for credit.
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
[redacted]

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.
 
I apologize you have been experiencing technical issues with your cable and data services.  If you are still experiencing issues, please let me know, so I can schedule a senior technician to your residence to resolve the ongoing issues. 
 
Unfortunately we do not compensate our customers for “horrible service” as you stated on your complaint to the Revdex.com.  However, if you choose to disconnect your Cox services then I will waive any early termination fees that will accrue onto your account.  At the meantime, I have issued a one month courtesy credit toward your cable services of a total of $111.47.  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 8:00am to 4:30pm, Monday through Friday.
 
Best Regards,
 
[redacted]
[redacted]
[redacted] 
[redacted]
[redacted]
[redacted]
 
 
Tell us why here...

We are sorry to hear that our customer experienced issues with getting their services installed.We have reviewed the account, and found that we were able to get our customers services installed on December 4.  We have ensured that we compensated our customer $20.00 for us not being able to...

install the customer’s services on the original date.We apologize for any inconvenience this has caused our customer, and thank our customer for allowing us the unique opportunity to serve them through this avenue.

Complaint: [redacted]
I am rejecting this response because:
They have already reached out and have since then stopped responding.  I have emailed them proof that the service isn't working right, the property manager has tried to get the situation resolved and we still have no real answers.
Sincerely,
[redacted]

We want to thank Ms. [redacted] for taking the time to file her concern.  In receipt of this complaint, Cox spoke with Ms. [redacted], verified the credit for the service problems and we believe she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

Dear [redacted],
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 billing on your account.  I have conducted a thorough review of your account and...

have determined the following:
Our records show that your services were electronically disconnected on May 12, 2015. As outlined in your statement, billing stopped on this date.  Therefore, you were not charged for services that we suspended.
On July 9, 2015 there was an install order placed to reconnect services on July 13, 2015.  Our records show there was an error in processing this request.  As a result of this error, we were required to send a technician to your home. 
On July 18, 2015, the technician determined that all services were disconnected at the pole prior to you requesting to reconnect service.
Based on this information, Cox must respectfully deny your request for a month of service credit.  However, we have applied a credit in the amount of $22.14.  This amount represents charges for cable and internet from July 9, 2015 to July 18, 2015.
Please accept our apologies for any frustration this has caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

[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 11471981, and find that this resolution is satisfactory to me.  As of 6/8/16 at 11:03 PM, I do not currently see the $40 credit in my account, but I expect to see it soon and will follow up accordingly if it is not issued.
Regards,
[redacted]