Cox Communications

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/11/2014 and assigned the complaint ID of [redacted].
When the services were installed in June of 2014 the pricing included promotions that discounted the pretax rate to approximately $109.00 for the first 6 months with a $20 increase for months 7-12.  It is not clear whether or not this was clearly explained to our customer at the time of the sale.  On August 11, 2014, the unlimited calling feature was added to the account.  A keying error resulted in the Monthly Recurring Charge (“MRC”) increasing by approximately $70.00, instead of the expected $7.00.  Once this error was brought to Cox’s attention the account was corrected to reflect the appropriate charge for the unlimited long distance feature and prorated for the time the account had been billed incorrectly.  This took place on September 8, 2014.
When the account reached the December billing cycle the second phase of the campaign on the account began and the MRC increased by $20.00.  This was unrelated to any changes made to the account since the install in June 2014.  When our customer called about the increase a new campaign was added to the account to replace the original one but the new rate was still $20.00 more than what our customer was expecting to pay based on the original campaign and the addition of the unlimited calling feature. 
Upon receiving this complaint Cox reviewed the circumstances and has determined the increases in the MRC on this customer’s account were the result of; a feature added by the customer, an agent error in keying the work order for that feature and a planned increase in the original campaign.  We apologize that the information our customer received was not complete and have made the necessary adjustments to the account to reflect the expected MRC for 12 months from the date of the correction.
Sincerely, Cox Communications Executive Resolution Team

Dear Mr. [redacted],
Thank 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 contract you agreed to on April 4, 2015.
In reviewing your account and the attached contract, you have a 30-day grace period before the contract agreement is binding.  On behalf of the Cox organization, I apologize if this was not explained to you.  
Our records show that on May 5, 2015, you disconnected your Cox account.  It disheartens us to know that we have lost you as a customer.  I have placed notes on your account to ensure that you will not be billed any fees for disconnecting on day 31 of your contract.  In addition, I have credited the remaining service balance of $24.87.
Mr. [redacted], please feel free to contact me directly with 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
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Dear [redacted],
 
I am in receipt of your rebuttal to our original response.  We do apologize for the inconvenience that was caused to you.  At this [redacted], Cox feels that the lump sum credit of $384.24 that was applied to your account was sufficient to resolve your rate dispute.  As requested, I have credited the $4.75 late fee that was also billed to your account.  This adjustment will reflect on your next billing statement.
If there is anything further that I can assist you with, please contact me directly at ###-###-####.
 
Respectfully, 
 
 
[redacted]
Office of the General Manager
Executive Office of 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 letter filed through the Revdex.com.  I have researched your complaint and account and have determined the...

following:
Our records show that on November 2, 2013 you signed up for Cox cable and internet service.  At that time, you were offered free HBO for 6-months. 
On December 17, 2013 you added Cox Digital telephone service.  You also took advantage of our $30.00 off for 12-month promotion.
On February 1, 2014 Cox implemented a rate change which increased the rate of your services.  As a result, you continued to receive $30.00 off of the new rate.  This discount will expire on December 16, 2014.
On May 1, 2014 your HBO promotion expired and your monthly rate increased by $15.99.
Mr. [redacted], our records do not show that you were locked into a monthly rate and/or a contract.  Based on this information, Cox has confirmed that your account has been accurately billed for the level of service you subscribe to. 
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.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
 
[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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The lady who handled our transition gave us 3 mini-boxes, we did not need 3 mini-boxes we have a Contour box for one TV so we do not think we need a mini-box for that TV.  But the other 2 we have installed the mini-boxes & my husband had to make a special trip to return the other mini-box.  This has all been bumbled mess & at our expense.  We had to pick up the boxes, we had to install the boxes, we have to return the box because Cox employees have poor understanding of their own equipment, how it works & what to offer customers who already have a Contour box.  And to top it off, we were told it was everyone else's fault Cox needs to go digital.  
The deal when I left was not just the 2 free mini-boxes per year but a 20% discount for a year.  The way I read your response, you have forgotten the 20% discount for a year.  This is why I find your response unacceptable.  
TV streaming is the way of the future, not mini boxes.  I have 3 new TVs with streaming capabilities... since our disappointing day with Cox at the Solutions Store, I am shopping for alternatives & the future is bright.  Cox's customer service use to be superior & that is why we have been a customer for eleven years.  As with the digital age... things are changing & sorry to tell you, Cox's customer service has changed too.  
Regards,
[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 with the Revdex.com in regards to your former Cox account.  I have reviewed the details of your complaint and have determined the following:
As per your request, Cox has prorated your services to the rate that you state you were quoted. As a result, an adjustment of $48.68 has been applied to your account.  This credit will be reversed back on to the American Express card you used to make your payments with.
Mr. [redacted], Please accept our apologies for the inconvenience this may have caused you.  I am available for any additional questions and/or concerns you may have regarding your former Cox account.  My office hours are 7:30am to 4:00pm, Monday Through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

The customer service and technical support team are treating the customers at the worst. They behave very arrogant , never lister to customer concerns, just work for the name sake. They treat the customers as someone who are under their control, and have to behave as they expect. Their verbal conversation is so poor that, if you have once talked to them never even think to talk back again. The new place where I am moving to have only these providers, otherwise I might never have opted for them. The worst service I ever had and never even think to mention/refer this to any one close to me.

May 8, 2015
 
 
 
[redacted]
 
We want to thank you for taking time from your busy schedule to bring your 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 you felt that you had no other recourse than to contact Revdex.com to have your concern resolved.  We apologize for the poor customer experience that was encountered.
 
I have attempted to contact you via phone. I left messages for you at ###-###-####. Please reach out to me via email or phone. I am looking forward to working with you to resolve your complaint. Thank you for affording us the opportunity to serve you.
 
Please accept our apology for any inconvenience this may have caused you.  .
 
 
 
[redacted]  
Executive Relations
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Dear Revdex.com:
 
Cox Communications  Executive Customer Relations team responds  to Revdex.com case # [redacted]
We have addressed our customer concerns as stated in the information provided to your office. First, the rate difference was due to an...

ancillary discount on the account that  expired raising the monthly rate $5.00. We advised our customer  of this and  offered another ancillary discount which brought the customer's monthly bill rate to  $76.80 for a 12 month period. Regarding the internet issue, we suggested a service appointment /or assistance via our technical support phone team prior to changing out the modem as the customer informed us. Our customer indicated that they would consider that and would phone at their convenience and make that determination. Finally, we explained the difference between a bundle discount offer and our Price Lock Guarantee (PLG).  A PLG covers the customer from an overall company rate increase for the time line of 24 months and this includes an Early Termination Fee. The  bundle promotional discount is  for a period of 12 months and once  it expires the customer would need to renew if they wish.   We believe we have assisted our customer and if our customer needs additional assistance or clarification pertaining to this matter, the supervisor provided their direct contact information. 
Thank you, The Executive Customer Resolution team

We are sorry to hear that our customer has concerns with intermittent service issues. Upon receipt of our customers concerns we reviewed the account, and scheduled for our escalation technician to review our customers concerns.  Our escalation technician found some network related issues that...

we are resolving.    Our customer has our Escalations Technicians 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     Executive Escalations SE Cox Communications 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.as I stated in my original letter the charges were incorrect. I was not supposed to be on a contract so there should not have been a cancelation fee. The equipment was returned so that fee was also incorrect.
Regards,
[redacted]

Dear [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 expressing concern about a recent promotion that has expired.
Our records show that on April 16, 2013 you contacted our customer service team to inquire about the rate of your service.  At that time, the representative added a promotion that provided you with $10.00 off or your internet and cable service for 6-months.  It should have been explained to you that this promotional rate would drop off without any prior notification.
On April 10, 2014 you contacted our customer service team to discuss the rate of your service.  At that time, they added a discount that provides you with 20% off of the standard rate for internet and cable for 12-months.  This promotion is set to expire on April 9, 2015 without any prior notification.
As of today, May 5, 2014 your account is current and in good standing.  Cox has not reported any past due balances to any outside collection agencies.
Ms. Peterson, please accept our apologies if the promotional offers were not thoroughly explained to 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
Cox Communications, California
858-836-7319

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10172603, 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]
 
 The loss of income from 2 days of Cox NOT showing up to install and lying about it was far more costly to me than the $248 in dispute.. NOT to mention that I lost an ENTIRE month of internet service
when I tried to switch over to At&t Uverse. This cost me a LOT more money since I have a business that relies heavily on the internet.  I notice they are STILL not accepting ANY responsibility whatsoever for NOT showing up as scheduled and then lying about it on the phone. In addition, they lied about the rate plans. Have they no shame at all?
PLus it was impossible to contact customer service at all until it was WAY TOO late to remedy the situation.
OWN up to your screw-ups!!!!
Do I really need to file a complaint with the state attorney general on this matter?

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 am unable to identify your Cox account in our system.  I attempted to look up your account with the address provided on the complaint.  A closed account under your name and address was located however there is no unpaid balance owed to Cox.  Can you please provide me your Cox account number that you are referring to on your complaint?
 
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]

Dear [redacted]


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 that took place on April 29, 2016, you agreed for our technicians to come out to your residence to resolve the ongoing intermittent internet and tiling cable issues. 

The Cox technicians came out to your residence on May 2, 2016.  I was advised by the technicians that they removed the existing amplifier because it was over powering the signal to your home.  Plus they moved you to a different tap along with retightening the tap screws that were loose.

When speaking with you on May 9, 2016, you explained that you are still experiencing tiling issues. However, you have contacted the Field Supervisor and we’ll be back at your residence on Tuesday, May 10, 2016 to troubleshoot.

At the meantime, I have issued a one month credit toward your cable and internet services due to the inconvenience.  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 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

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 with the Revdex.com with regards to your rate of service.  I have reviewed your account and letter and have determined the following;
Our records show that on September 24, 2014, you established cable, interne and phone at the 12-month promotional rate of $85.54.  When adding this promotion, our system recognized you as paying for expanded cable service.  This is not correct.  This service is included in your HOA with no direct payments from you to Cox.  Based on this information, Cox is providing you a $65.00 discount on services we are not billing you for.
Cox is required to provide its customers at least 30-days notification of any rate changes that are not within contract.  This is why you have received notification advising you of the change effective January 1, 2015.  This change will increase your monthly rate by approximately $10.00 per month and extend through December 31, 2015 as opposed to expiring September 23, 2015.
Please accept our apologies for any inconvenience this may have caused you. 
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California

I will send the receipts in the nex two days, please give an address where to send them
thanks
[redacted] [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.
 
A credit of $117.60 was applied onto your account on November 15, 2016 which reflected on your November 28, 2016 statement. 
 
If you choose to disconnect your Cox services then I will waive any early termination fees that will accrue 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,
 
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
 
 
Tell us why here...

Dear Mr. [redacted]
Let me begin by apologizing for my lack of follow up to your messages.  I would like to get this resolved for you today.  I will contact you by close of business.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
[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 addressed to the Revdex.com in regards to the install fees that were billed to your account.
Please accept our apologies if you were not informed in advance of the install fees.  At the time that you scheduled your transfer order, you should have been advised.  Based on the information you have provided in your complaint, Cox has removed the install fees that were billed to your account.  The adjustment will reflect on your next billing statement.
Again, please accept our apologies for any inconvenience this may have caused you and your family.  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
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