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.
I have not heard from the person that sent the last message to me through Revdex.com , I called her and left a message, its not resolved yet
Regards,
[redacted], [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10237124, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Other than my contempt for their disingenuous customer service, there is nothing more I can add at this time.  The existing evidence is sufficient to conclude that Cox Communications is not meeting the standards upheld by the Revdex.com.  It is my expectation that the Revdex.com will act accordingly regarding the blatantly unethical business practices exhibited by Cox Communications.
Regards,
[redacted]

Dear Ms. [redacted],
Thank you for taking the time to provide the additional account information as well as the feedback on your experience at our retail location.  I would like to apologize for the inconvenience we may have caused you.  As a good faith gesture, I have credited the remaining balance of $24.79 on your [redacted]'s former account.
I am available for any additional questions and/or concerns you may have.  My office hours are 7:30am to 4:oopm, Monday through Friday.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California

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.
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.
I do not appreciate Ms. [redacted] refuting the accuracy of the experience I related. She was not there. I do not have the information she requested, nor do I consider it my responsibility to provide that.  Since she has attested that she has reviewed my account does she realize that I have not been charged for that extra piece of equipment on my monthly statement for some time?  I wish I could say for how long, but I elected to receive e-statements only and their system will not currently allow me to access those greater than three months old. I returned the second, superfluous cable box in order to avoid being charged for it.  Since the charges stopped I assumed Cox had the equipment in their possession.  In fact is there any other way to explain that?
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.The complaint was directed at Cox's deceptive communication with me, the customer. When I contacted Cox regarding the rate increase on July 2015, Cox offered to continue my service at $92 per month and then reneged on the offer. This complaint isn't so much about your rates, Ms. [redacted], as it is about lying to your customers.
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.
She should read the NOTES to see how many times I called about the same issue, it wasnt for just one time. I al already aware of this 1 credit-
I also wanted to discuss my other services that others couldnt help me with -  
Im tired of the run around, I been disconected so  manytimes, and spent hours on the phone- most calls usually take way to long and result in not being resolved- I always ask them to make notes about how manytimes I CALLED and wny I called.  I have called [redacted] d and spoke to someone by chance that knows her.  HE says that there are very few people there that take these complaints and its a small department, this is probably why it takes so long for her to even reply to my messages through the Revdex.com website.  I have called and left messages on her voice mail and never got a return phone call, none of these emails address the manytimes I mentioned calls to her
If she is to busy to return my call or answer the phone durring office hours, maybe it would be nice to give me a few peoples phone number in her department so that if she is to busy or on vacation I can call them to explain my situation
It took them 2 months to fix my phone problem and many many calls to get it fixed , so whos to say that $40 is fair for the internet problems
They are so un organized that I mad mentioned on my last calll this week that I found a note on my door about an appointment I set ( I never had an appointment with cox to come to my house) lol
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 filed through the Revdex.com in regards to the rate of your service.  We have reviewed your account and...

have determined the following:
Our records show that you currently have two active promotions on your account. You have a 12-month promotion that was added November 8, 2013 scheduled to expire November 7, 2014, you also have a 6-month promotion that was added September 12, 2014 set to expire on March 11, 2015. 
You state in your complaint letter that during your call on June 2, 2014 you were promised the same rate until 2015.  Unfortunately, our systems do not allow us to stack campaigns on top of active campaigns.  This is the reason why you were asked to contact us after one of the two promotions expired on November 7, 2014.
Based on this information, we are unable to confirm that your rate will remain the same.  We will provide you with the most aggressive discount offers we may have available if you qualify.  You may contact me directly with 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]
Executive Office of the Regional Manager
Cox Communications, California
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Dear Ms. [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.
 
First and foremost I apologize that you are having ongoing issues with your internet service.  On August 4, 2016 I contacted you at [redacted] and left a voicemail message.  I would like to schedule for a Cox technician to come out to your residence, at your convenience, to trouble shoot the ongoing issue.  If you would like to proceed with this offer, please contact me directly at [redacted].  Please be assured that you will not be charged for the tech visit appointment.
 
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]
 
 
Tell us why here...

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.
 
Unfortunately, we cannot honor your request for a monthly
charge of $47.99, per month, on your Essential internet services, for the life
of your Cox account.  Since we have had a
couple of rate increases on our internet services since 2014 – we can only
offer you a promotional discount of $10.00 off for 12 months based on the
current retail rate for the Essential internet service.
 
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]

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 Cable is mistaken.  On April 13, 2016 the Representative told me that the On Demand was included with that package.  Also on the next subsequent 2 phone calls, I was told that the On Demand was included.   Why was a Technician sent out to my house after I had complained 3 times about not receiving the On Demand?  Check your phone recordings of those complaints.
Regards,
[redacted]

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

opportunity to provide your Business services.  We are in receipt of your complaint letter filed through the Revdex.com in regards to your options of business service. 
All Cox business packages are pre-designed and cannot be modified on a "per customer" basis.  The business internet does provide higher levels of security and service options such as a Static IP versus a Dynamic IP.  Business customers are provided more email accounts and storage space.  In additional our Cox business technical service level agreements are different than those established for residential customers.
Mr. [redacted], we apologize that you feel that the quality and level of our business service does not meet your needs.  Again, we are unable to modify the data plans on a "per customer" basis.
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],
 
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 have Essential Internet service for $62.99 a month.  As of October 21, 2016 I have applied a $10.00 off discount onto your Cox service for 12 months.  Your new monthly recurring charge is $52.99.
 
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]
 
Tell us why here...

We are sorry to hear that our customer has concerns with her service issues. We are here to assist our customer in any way that we can to ensure their concerns are resolved.  Someone from our Cox Business Escalation Team will be reaching out to our customer within the next 48 hours.  We...

thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer.   Sincerely Cox Communications Executive Escalations Team 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 agree to pay the balance of $347.94 for my actual service charges if the termination fees and all other additional charges are removed from my account. I was not told that there would be any additional charges to my account when I suspended services. I was told I had up to 9 months to suspend my account and in that time could bring it current until I was financially able to keep up with the monthly bill. I did not make any payments because of all the additional charges that were tacked on to my account incorrectly and I did not agree to them.
Regards,
[redacted]

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.
Regards,
[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. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10628545, 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.]
Regards,
[redacted]

On January 14th, 2016, I contacted Cox Cable via their 800 number. I had received a promotional deal in the mail and called their company to ask about the deal. My questions were answered and I told the Cox employee that I was undecided and would call back if I decided to sign up with Cox.
On January 17th, I received emails from 2 credit monitoring companies that Cox Cable had run a credit check on me. At no time did I give Cox my permission to run a credit check on me and at no time did I agree to the deal they sent in the mail.
I contacted Cox and asked to speak with a supervisor. I spoke with someone who identified himself as "Elmer." He apologized and stated that Cox should not have run my credit report. I don't think this is acceptable because their inappropriate behavior can adversely affect my credit score. I think Cox should be fined and sanctioned for their outrageous customer service.

Dear Mr. [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 and would like to respond accordingly:
On August 5, 2014, I personally spoke with you Mr. [redacted] in regards to his rates.  At that time, you stated that you were originally quoted a rate of $92.00 per month for 12-months.  At that time, I added a campaign to your account that reduced your rate to $81.99 (including taxes and fees).  I made it very clear in advising you as well as placing specific notes on your account that after the 12-month period you would be billed the standard rate for the services that you subscribed to.
The discounts expired on August 4, 2015 and reflected on your August 28, 2015 billing statement.  At that time, you contacted our customer service team to inquire as to why your rates had increased.  You were advised that the promotion added in 2014 had expired.  At that time, you were offered a new discount of $50.00 off of your bill for 12-months.  Our records show that you were not pleased with this offer as it only reduced your rate to $130.00.  Unfortunately, the $50.00 discount is the most aggressive offer we have for our customers.
As previously stated, the discounts are not designed to modify our customer’s rates indefinitely, only to serve as an incentive.  With that said, there may be times when customers are required to pay the standard rate for the services they subscribe to.
Again, Cox has applied the most aggressive discounts to your account and are unable to reduce your monthly rate any further.  Please let me know if you need any additional information.
Respectfully,
[redacted]Executive Office of the Regional ManagerCox Communications, California [redacted]