Cox Communications

Dear Mr. [redacted],
Thank you for your interest in Cox High Speed internet service.  We are in receipt of your complaint letter filed with the Revdex.com in regards to the restrictions implemented on your address.
size="3">Our records show that on March 4, 2011, our audit team discovered that our network had been tampered with which resulted in unauthorized services being provided to your home address.  As a result, a filter was placed on the outside line.
 On March 10, 2011, our audit team discovered that the filter that was placed on March 4, 2011 had been removed which again provided unauthorized service to your home address.
 Per Cox policies which are located at: [redacted]
2. SUSPENDING AND CANCELLING THE SERVICES.
Your Cancellation of the Services. If you purchase Cox Services pursuant to this Agreement, then you may change or cancel individual Services by calling the Cox customer service number on your Cox bill. This Agreement remains in effect for any state-to-state or international Services that you continue to be enrolled in, use, or pay for. If you want to cancel all of the Services, discontinue your use of all the Services and call us at the customer service number listed on your monthly bill.
Fraudulent Use. You will not use the Services for any unlawful, abusive, or fraudulent purpose, including for example, using the Service in a way that (1) interferes with our ability to provide Services to you or other customers; or (2) avoids your obligation to pay for the Service. If Cox has reason to believe that you or someone else is abusing the Services or using them fraudulently or unlawfully, we can immediately suspend, restrict, or cancel the Services without advance notice. In addition, your Service shall be subject to discontinuance, without notice, if Cox is required to comply with any order or request of any governmental authority having appropriate jurisdiction.
Based on this information, we must respectfully deny your request for services.
 
I am available for any additional quesitons and/or concerns you may have regarding this response.  My direct number is ###-###-####.
 
Best Regards,
 
[redacted] L. [redacted]
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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hi [redacted],
I do have the latest statement of Oct 1st, after reviewing it I do see that they credited the $99, then they proceeded to charge me AGAIN for two months of this service. So actually they only credited part of this fee. I've attached the statement for your review.
 
I really appreciate your assistance with this matter.
 
Thank you,
Regards,
[redacted]

Dear [redacted],
 
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 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.
 
Thank you for providing the correct service address that your are disputing at [redacted].  Our records show the balance of $847.49 is owed to Cox.  The following charges owed to Cox are as follows:
 
$115.11           Service Period April 11, 2016 through May 10, 2016
$108.50           Unreturned Cox equipment
$244.12           Unreturned Cox equipment
$379.76           Unreturned Cox equipment
$847.49           Grand total
 
Our records show that you had a dispute with your roommate regarding the missing Cox equipment.  At that time we have advised you to file a police report regarding the missing Cox equipment.  If you have filed a police report, please provide Cox a copy of the report so we can waive the equipment charges. 
 
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,
 
[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.
[I tried contacting [redacted] and I left two messages for her, she hasn't answered her phone, or given me a call back as she states on her phone message that she does within one business day. So I am going to include the Information that she asked for, however in the Original complaint I added the info she asked for. I will also give her the email address of the place I purchased my cable from and the receipt I received from them after signing up. 
 
the Promotion code on the site is 
[redacted]-- original code that was there on the day I ordered
[redacted]-- the code that is currently on the site for the same deal
the website I signed up at is 
[redacted]
to get the offer I'm disputing you must put in an address to see cable deals in your area, so as to not give identifiable info I will give an address to a place in my apartment complex but not my own. 
[redacted] as the address
[redacted] as the apartment number
[redacted] as the zip code
Once you have input this information scroll down the page till you see a selection
Silver Bundle with 2 yr PLG
Services :
Advanced TV
170+ channels including ESPN, A&E, TNT and more
Internet Premier
Up to 50 Mbps Download speeds.
Phone Essential
Unlimited local calling and 3 features including Call Waiting and Caller ID
Plan Details
Included Promotions: (after mail-in rebate)
FREE Professional Installation
HBO & Cinemax included at no extra charge
Add Starz at no extra charge for 12 months
Early termination fee applies
Promotion Details
$114.99 a month for 12 months
now you have seen the deal I signed up for. 
after signing up and calling the number on the receipt page below I had cable service yet my bill does not reflect the plan I signed up for. 
I included this extra Information as a precaution of [redacted] Saying to me,"I'm sorry as I cannot look on the web as I have limited internet access." to clarify she did not say this to me yet however the other two cable guys I've talked to told me this statement.
We just want the deal we signed up for, when we called in to complain about the bill I was told this plan doesn't exist and that it must be another plan they offer for 124.99 or 134.99 a month.  
I want to note at the bottom of the receipt from them it states to inform your friends of this deal. I'm not sure why they"cox" would dispute my claim or make it this harder to get to the bottom of my dispute because with my math the bills off by only about 9 dollars. 
My issue is once they decide my deal doesn't exist, which it does, all of a sudden the contract I entered into with COX is open to be changed by them without my knowledge.  And as a consumer I'd like to get what I paid for.

[redacted], Thank You for Your Cox Order!
You’re almost done! Please follow the steps below to finish your service installation.
Next Steps:


1
Call [redacted] to Schedule Your Service Installation (required)

Thank you for choosing Cox Communications as your service provider. Your service and installation requests are being processed. Important notifications regarding your order will be communicated as the status of your order is updated. To schedule your service installation call [redacted]. For all other questions call [redacted]. A Cox agent is ready to take your call from Mon–Fri (8am-8pm) PST & Sat (9am–6pm) PST.



ORDER SUMMARY

Order Number:
[redacted]


Services Ordered:
Silver Bundle with 2 yr PLG
• Advanced TV 
• High Speed Internet 
• Phone Essential 


Pricing Information:
 
Price Promotion: $114.99 a month for 12 months
Price After Promotion: $170.97 (Monthly)
Prices do not include any additional equipment, 
taxes and/or local service fees
Ancillary Products:
• HD Receiver - $8.50 (Monthly)
• Rent Dual-Band WiFi Modem from Cox - $9.99 (Monthly)
• Published name and number in 411 only - $0.00 (Monthly)
 


Service Address:
[redacted]
[redacted]



 

Send Your Friends this Deal
Tell your friends about this deal from Cox by forwarding this link:
[redacted]


 

Thank you for choosing Cox as your service provider!
Sincerely,
Customer Service
[redacted]


Please do not respond to this email. This is an automatically generated email and we will not receive your response.


 
Thank you for your time. ]
Regards,
[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 you spoke with a Cox Survey representative on June 30, 2016 regarding the expanded cable package that you did not order.  We truly apologize for the inconvenience we put you through regarding this matter. 
 
Our records show the Survey representative applied a credit adjustment of $147.32 onto your account along with a 20% discount on your internet services, due to the error, on June 30, 2016.  Please be advised the credit adjustment will reflect on your next billing statement. 
 
In the future, if you have any issues or concerns regarding your Cox services, please contact me directly at [redacted]
 
I am available for any additional questions and/or concerns you may have regarding this letter, as well.  My office hours are 8:00am to 4:30pm, Monday through Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄ /> [redacted]

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 internet service.  I have reviewed your account and have...

determined the following:
Our records show that on June 1, 2014 we sent a technician to your home to respond to your internet issues.  The technician swapped out your modem which seems to have resolved your intermittent connection.  If you are still experiencing slow speeds and intermittent connection, please contact me directly so that I can arrange for a Supervisor to come to your home.
As a good faith gesture, I have issued a one-month internet credit to your account.
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 Cox account.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
858-836-7319

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 have discussed the horrible customer (tech support) I have received with [redacted] in the past. The last we spoke about this she informed me that I as a customer would just have to accept this type of tech support if I was to stay a customer of Cox. I understand someone that has not had to deal with [redacted] this would sound unbelievable but it is true. I have been a long (16 years) time customer of Cox and have always purchased the most that they have to offer. 
At some point in time Cox headquarters in Atlanta had decided that they would give regional areas for example San Diego complete autonomous authority over their customers. So [redacted]'s word is the final athority as far as customers are concerned in the San Diego area. How true this is I'm not sure but all my attempts to get around her has been futile. You attempt to call the Atlanta office and no one there will talk to you. They will just send you back to [redacted], period.
As far as [redacted] checking my record for the latest complaints, she is being a little disingenuous here because Cox reps have a habit of not logging in all calls or complaints. This way it protects them from being identified just incase the customer complains. Cox also has the policy that the customer doesn't need to be able to identify the representative they are talking to. This makes it almost impossible for the customer to report an individual representative for abuse. This also allows someone like [redacted] to deny anything is wrong. This way she and the execs of Cox can hide their heads in the sand and say they don't understand why their customers are complaining so much because from what they can see everything looks good to them, a little dark but good.
[redacted] states that I'm demanding that I speak to a director every time I've called. This is not true as the only time I've requested to talk to someone that is a position to lets say, our customers shouldn't be treated that way and you have contacted the right person to do something about it, is when I've had to spend more then 20 minutes being mishandled, put on indefinite holds, transferred to the wrong place or just being lied to by the representative. The fact is I haven't even asked to speak to a person in that position for the first 14 years of dealing with Cox. I had just recently attempted to contact other people in Cox because after all those years of going through their national customer service call centers and seeing no improvement I decided to attempt to talk to someone high enough up in the corporate structure and tell them about not only my misadventures with this companies customer service agents. As a customer of Cox I've been defeated each time by the headquarters in Atlanta by them insisting that every customer in the San Diego area go through [redacted], period.
I've put more time and effort into attempting to stay a Cox customer then Cox has put in trying to keep me as a customer. As a matter of fact [redacted] has made it even more difficult to stay a customer by her insulting remarks and past behavior towards me. I also understand that I like any other Cox customer can't prove this type of behavior by any Cox employee as they refuse to allow any of their conversations to be recorded by the customer. And yes I've attempted on several occasions to record these conversations but here in California you need both parties to consent to being recorded and Cox refuses to allow that to happen.
This is just another example of Cox executives putting their heads in the sand disavowing any wrong doing because their's no proof of it.
Regards,
[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.
It has been brought
to our attention that Cox Business has made contact with you on April 28, 2016
regarding your complaint. 
Our records show on April 18, 2016 the sales rep, [redacted], applied a credit onto [redacted], LLC’s account for $119.00.  We apologize that we did not disconnect the internet
service at the time you requested for it to be disconnected. 
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 
[redacted]
[redacted]
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

August 3, 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.
 
We had a technician out to your business on 07/21 and the tech installed a new modem gateway at the location. The modem has been replaced and using out tools we can see that the signal level is holding steady.
 
Please allow me to reassure you that we have addressing 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 customer experienced issues with slow speeds.  After receiving the request we immediately contacted our customer and scheduled to have an expert tech to the home to resolve his issues.  We found the issue to be a maintenance issue that we quickly...

repaired.  We have reached out to the customer and confirmed that everything is working as it should and the customer has my direct contact information should he have any additional questions or concerns.  We thank our customer for bringing this to our attention, and look forward to many happy years of servicing our customer.

We are sorry to hear that our customer has experienced issues with their services.  Our Executive Customer Relations team attempted to reach the customer on 10/03, there was no answer so we left our contact information for the customer to return our call.  We see where our customer called...

back in later that day requesting credits for the issues they have experienced, and stating our technician resolved their issues.  We issued a total credit of $98.39 for the issues our customer experienced.  We offer our customer our sincerest apology for any issues that they have experienced with their services.  We thank our customer for bring their issue to our attention, and 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.
It has been several days now since I had left a voice message for Ms. [redacted] ( Cox Communications Exec Offices who responded to my Revdex.com complaint ) and I have yet to hear back from her. Ms. [redacted] seems to think that because my account was credited for the inconvenience that  that would be enough.   The gesture of the credit was offered and nit requested by me.   I have since contacted Tech Support and spoke with  [redacted] who between her and I have exhausted every possible reason why I am still having issues . I had told [redacted] that I left a message for Ms. [redacted] with no response and she advised me she would send Ms. [redacted] an email explaining the problem so that Ms. [redacted] can understand what is going on....I trust that [redacted]n sent the email but have to conclude that it was ignored since I ( to this day ) have not heard from Ms. [redacted] or anyone else from Cox Communications for that matter.  I again called tech support and spoke with a rep ( [redacted] in [redacted] ) who after reading all the notes on my account agreed that there is something wrong and submitted an escalated trouble ticket for a senior technician / field manager to come to my home to assess the situation and hopefully resolve my internet issues.  I understand the Revdex.com is a buffer between customers & businesses and that the final resolution must come from the business in question however the Public needs to know the deception that is occurring by this particular company.  Cox Communications advertises that they have the fastest internet but can not determine why I am not receiving this service when I am paying for the Ultimate Internet Package.
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 am not satisfied with Cox's response as they have resent me the statements that I have already received that are not accurate. I had asked in my Revdex.com complaint and Cox Communications for an updated statement that shows what they were saying on the phone so I could have the same information as they do. Nothing has been resolved which is why I originally filed a complaint with Revdex.com. 
I have paid the balance that they requested and online it shows a different amount then what was shared in their response. So, once again, there is a conflict with what is being said and what is written. I had also requested that my due date be changed to the first of the month rather than the middle of the month to ensure that Cox Communications will not be overcharging me when I have NOT missed any payments. Their negligence in updating what has actually transpired after speaking with multiple individuals is still not reflective in the billing statements. 
This is why I do not feel that my complaint has been resolved.
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.
Regards,
[redacted] Dear [redacted],
Thank you for your response to my complaint. However, my complaints were not addressed in your response. Although you summarized my bill, there were many items that were not addressed.  I was promised that my bill would not change for 2 years. I was not explained that cox will be dropping my discounts and that my bill will change. I pay over $40 more per month on my bill due to the dropped discounts which was not explained to me when I signed up. I was also told that my alarm equipment would not exceed $1200 and that my installs would be free. I was charged more than what was promised. I am asking cox to abide by what was promised to me and refund the charges that I already paid for. I also asked cox for a manager to call me and explain all the charges line by line. The bill and the sales tactics from cox were full of "smoke and mirrors". Please let me know if cox will stand by their sales practice and explain all the buried charges that confuse consumers on their bills.
Sincerely
[redacted]
[redacted]

We are sorry to hear that our customer is experiencing issues with their services.  Upon receipt of our customers concerns we have reviewed our customer’s account and found that our customer confirmed through voicemail on January 23, 2017 that all service issues were resolved.  We see...

that since that time our customer has called back into technical support for further assistance.  Our Executive Escalations Team Member reached out to our customer again today and invited our customer to return their call.  When reviewing the account we see that our customer has a service visit scheduled today between 5-; we will ensure that our Field Escalations Team is aware and assists with our customers visit on today. We thank our customer for bringing their concerns to our attention, and for being a Valued Cox Customer.  We invite our customer to reach out directly to their assigned Executive Escalations Team Member.   Sincerely   Cox Communications Executive Escalations Team SE   Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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.
I would like to extend our heartfelt gratitude to Revdex.com for the immediate action in helping us get a favorable response from the  business we are complaining about.   This is the first time I have filed a complaint via Revdex.com and having experienced helplessness, frustration and anxiety going through several layers of front line customer service, it was such a big relief to us having received this positive response from the management of Cox.  More power to Revdex.com and special mention to Mr. [redacted]
Regards,
[redacted]

Dear Revdex.com:
 
Our Executive Customer Resolution team responds to Revdex.com case # [redacted]
Our apology for the delay in this update, the customers underground work had been  processed and the appropriated credit  had been  posted to the customer's...

account to customer  satisfaction regarding the original matter. The customer has a current DVR recording issue and we have an appointment to resolve that concern. The initial issue has all been addressed. If the customer has further concerns, the customer has the supervisors contact information who has been working with the customer.
Thank you, The Executive Customer Resolution team

We are sorry to hear that our customer has concerns regarding their line being buried. Upon receipt of our customers concerns we reviewed the account and found that the line was buried on March 15, 2017. We thank our customer for bringing their concerns to our attention and apologize for any...

inconvenience caused.    Sincerely   Cox Communications Executive Escalations Team SE Tell us why here...

Dear Ms. [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 your experience in disputing the equipment charge billed to your account.
Let me begin by apologizing for your experience and advising you that I have credited the remaining balance of $131.77 to your Cox account.  We have notified our collection agencies of this error and can assure you that this will not affect your credit.
Ms. [redacted], again we apologize for any frustration we may have caused you during this time.  I am available for any additional questions and/or concerns you may have regarding your former Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer has concerns regarding outages in their area. When reviewing the account, we see a third party, not affiliated with Cox, was completing work on the streets of our customers area.  Due to errors by the third party our customers services were affected by...

three outages in the month of October.  Our technical support team has entered $41.24 in adjustments to our customers account for the issues he experienced. Realizing that our customer is frustrated with their issues we will apply an additional $40.00 Courtesy adjustment to our customers account.   While we understand that outages are an inconvenience, we are unable to justify paying for our customers HD Antenna, or their net 10 internet card. We thank our customer for bringing their concerns to our attention, and look forward to servicing them for years to come.   Sincerely,       Cox Communications Executive Escalations SE Tell us why here...