Cox Communications

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.
Per our phone
conversation that took place on May 26, 2016 I have offered the following
services to be added onto your Cox account.
Premiere
Internet for $59.99 for 24 months. 
You have agreed to the promotion therefore it has been added
onto your account as of today.  Please
keep mind that you are not bound to a 2 year contract due to this promotional
discount. 
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 --------------------------------------------------------------------------------...⇄
Executive Customer Resolutions Specialist,
California
[redacted]
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

Dear Ms. [redacted],
Thank you for your response.  Again, if we are able to confirm that our cable boxes were the cause of infesting your residence with bed bugs, we will offer full reimbursement for the fumigation.  Please note, we have not had any other reports from customers in regards to bed bugs.
Please contact me directly if you would like to disconnect service and/or arrange  a time for our technicians to come and pick up the Cox equipment. 
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
858-836-7319

We are sorry to hear that our customer is experiencing issues with their services. Upon receipt of our customers concerns we dispatched our Network Ops Team to review our customers concerns.  Our Network Operations Team has notified us that they have found and corrected an issue dealing with...

our network. We notified our customer, on today when he returned our call, that our Network Ops Team have found and corrected and issue with our network.  Our customer has agreed to monitor their internet services and give us a call to notify us of if they are still experiencing issues. We are committed to doing everything in our power to ensure that our customers concerns are addressed as quickly as possible.  We thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer!

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 filed through the Revdex.com in regards to your recent transfer of service.  I have researched your account and would like to respond accordingly.
Our records show that on July 9, 2014 you transferred your service to your current residence.  On September 2, 2014 you contacted our technical support team to report that you did not have a dial tone.  As a result, we sent a technician to your home on September 3, 2014.
The technician that was sent to your home was sent for troubleshooting purposes only.  He determined that one of your jacks were working and the others were not activated.  When Cox installs phone service, we only activate one phone jack.  If there are additional jacks that need to be activated, we need to arrange for a technician to do so.
In reviewing your account, it appears that you have an appointment for September 15, 2014 to activate these additional jacks.  As a good faith gesture, I have waived the $60 fee associated with activating these additional jacks.
Ms. [redacted], please accept our apologies for the inconvenience we 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
Executive Offices of Cox Communications, California
###-###-####

November 26, 2014
 
 
 
[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 the 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 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
###-###-####

Dear Ms. [redacted],
I have attached your October 1, 2014 billing statement.  Please see page 3 of 4, left column under "One-time Charges and Credits."  Itemized, you will see a credit of $99.99.  The charges for Cox Tech Solutions were deferred into 3 charges of $33.33 ($99.99 total).  Although you still see the deferred charges on your statement, please note the total credit was applied on September 29, 2014.
Please contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
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.This is the second time that their Customer Sales department has made oral agreements and have NOT followed through with them. Cox Communications since day 1 of my original contract have not fulfilled their promise to me. I am only bringing up this most recent event as it is the most fresh.
Therefore I will not accept anything less than what I am asking for and I plan on NOT paying the bill as I need to be able to have food in my pantry and fridge for the month. I made the mistake last month and was without food for 14 days because of Cox Communications.
Regards,
[redacted]

Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  I would first like to apologize for the delay in resolving your damage claim. 
In reviewing your account, it appears that a credit of $350.00 was applied on May 20,...

2015.  This credit will reflect on your next billing statement.
Again, please accept our apologies for the delay in responding to you.  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
###-###-####

We are sorry to hear that our customer experienced issues with their services. Upon receipt of our customers concerns we have reviewed our customer’s account and see that our Executive Escalations Team spoke with our customer on July 29, 2016 regarding their concerns. At that time our customer...

confirmed that all issues with their services were resolved.  Our Executive Escalations Team Member issued our customer an adjustment for one month of their services for the issues they experienced. We thank our customer for bringing their concerns to our attention, and for any inconvenience caused by the issues with their services.   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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[redacted],
 
 
I was able to download four statements that I have attached for you to view. In order from 1 – 4 I have arranged these statements to reflect my account with Cox Communications from the starting rate of $76.41 (July 2013) next statement shows an increase to $97.66 in April 2014 which I was told by Cox Communications that if I remain with Cox my rate would be $78.18 until April 2015. Next statement shows this rate agreed by both parties at $78.18 still in effect. Last and most current statement shows an increase of $104.11 which brings this to the current action by Cox Communications to not abide by their agreement until April 2015.   
 
Best regards,
 
[redacted], [redacted]

At Cox Communications, we do everything that we can to keep our prices affordable for our customers.  Due to the ever-rising cost of doing business, price increases are sometimes necessary.  We are sorry to hear that our customer has concerns with their pricing of the services. Upon...

receipt of our customers concerns we reviewed our customers account and found that the correct promotion was added to our customers statement on February 5.    We reached out to our customer to explain the promotion on the account, and the difference in the price quoted and his current price would be due to the price increase we notified him of on his January statement. Our customer states that they have already scheduled for another provider to install their services in the home.  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...

Legal or just bad business ethics? COX Cable Pricing is fraudulent. I initiated a call to COX Cable to obtain an enhanced channel package for my parents who had just moved into an assisted living facility where the rent included basic TV channels. I was offered a bundle (TV + telephone) package at a price of $46.01 per month, that I accepted. After multiple calls and service visits, the installation was complete. The first bill came in at $188 and after multiple calls I was told the package offered was not valid, but they would credit my account and could offer the same package for $47. Being such a small difference, I agreed and assumed all would be well. Next month, the bill comes and its $72 (plus taxes). I called again, and was told the previous COX representative was not authorized to make that offer and they could not provide the services for that price. I argued that services were offered, accepted and initiated, thus we had a contract and that COX needed to honor it. They stated there was no contract as I did not sign anything, and the best they could offer was a price of $60 per month. This was a abbreviated input, but I have the specifics and Cox has all of the recording and messages on file. Bottom line is it legal to be offered a price, accept the price and initiate services only to have them void the deal and charge more? I don't see how this can be legal.

Dear Mr. [redacted],
I would like to apologize if the credits were not properly explained to you in regards to how they are applied to our customer’s accounts.  This has caused you to file a rebuttal with the Revdex.com.  As a good faith gesture, I have applied an additional 1-month service credit to your account.  This credit will reflect on your next billing statement.
Respectfully,
[redacted]
Executive Offices of Cox Communications, California
###-###-####

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 had [redacted] TV, Premiere Internet, and Premiere phone service of $134.99 a month for 12 months installed on November 17, 2016.  However the monthly rate of $134.99 does not include equipment fees and additional added services (DVR service, FCC fees, Simply World Wide fees, TV packages etc). 
 
[redacted] below is the breakdown of the additional charges that you are being billed for your monthly Cox services: 
 

Cable Receiver = $8.50 monthly rate                      
$8.50 x 8 cable receivers = $68.00
DVR Service = $15.00 monthly rate
[redacted]e = $12.00 monthly rate
[redacted] = $11.50 monthly rate
[redacted] = $10.00 monthly rate
[redacted] = $2.99 monthly rate
Phone Non Publish fee = $1.25 monthly rate
FCC fee = $3.82 a month
 
Therefore after these added fees your monthly rate total before tax is $259.55 and after tax total is $282.30.  Your monthly charges is valid and we are billing you correctly. 
 
On November 17, 2016 you were charged an installation fee of $125.00 however we credited the installation fee back onto your Cox account on December 7, 2016.  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,
 
COX --------------------------------------------------------------------------------...⇄ /> [redacted]
 
 
Tell us why here...

Dear [redacted],
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.
My apologies, our records show that you downgraded your internet service from preferred to essential internet on February 2, 2015 and not February 2, 2016.  At that time, we were charging you a promotional rate of $34.99 for your essential internet service when the regular rate was $52.99.  The promotional discount of $34.99 expired on January 20, 2016 therefore there was a prorate charge of $45.19 that was applied toward your January 20, 2016 statement.
On March 3, 2016 there was a rate increase that took place in the California market.  Therefore your Essential data services went from $52.99 to $57.99 a month.  Fortunately, I was able to apply a 20% discount ($11.60 off) onto your Essential data services for 12 months.  Your new monthly recurring charge is $46.39.
Due to the error of my first response to your Revdex.com complaint regarding providing the wrong dates of downgrading your services, I have issued a 1 month credit toward your Cox account.  The credit adjustment will reflect on your May 22, 2016 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 
Executive Customer Resolutions Specialist, California
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10261235, and find that this resolution is satisfactory to me.  They have contacted my and acknowledged that I was advised by a rep that I did not owe any equipment fee and that no equipment needed to be returned. Although it took an absurd amount of time for them to rectify the issue I am glad to put this behind me.
Regards,
 
[redacted]

We are sorry to hear that our customer experienced ongoing issues with their services. Upon receipt of our customers concerns we reached out to our customer, who confirmed that their issues have been resolved.  Our customer has been credited a month of service for the issues they have...

experienced.  We thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer.   Sincerely   Cox Communications

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 in regards to a promotion that recently expired on your account.  Cox would like to apologize that the terms of the promotion was not thoroughly explained to you.
I have applied a credit your account in the amount of $100.78.  This amount is equivalent to the additional charges billed to your account prior to you discovering that your promotion had expired.
Please accept our apologies for any frustration we 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]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

At this time, there isn’t anything further I can assist Mr. [redacted] with.  Unfortunately, I do not have the capacity to continue calling Mr. [redacted] throughout the day until his line is not busy or he is available.   As mentioned in our previous response, if  Mr. [redacted] is having billing or service issues, he may  contact our customer and/or technical service team.  The Executive office does not have the tools available to assist as our frontline  employees do.
If Mr. [redacted] chooses not to contact our customer service and/or technical team, we will consider his concern(s) resolved.
Please let me know if you need anything further from me.

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 your recent installation of cable and internet.  I have conducted a thorough review of your account and have determined the following:
Our records show that on March 27, 2015 you agreed to add cable service to your existing internet account.  It was determined that a $50 deposit was required prior to the installation being completed.  We do not show record of an installation date being set for March 31, 2015.
You state in your complaint letter that Cox billed you although you did not have the services installed.  In reviewing your account, the $51.99 that you reference was for the existing internet service and not the deposit (see attached).
On April 1, 2015, the $50.00 deposit was charged to your Cox account and the install of your video service was completed.  Cox did not charge you an additional $50.00 deposit as stated in your complaint letter.
Cox would like to apologize that it was not explained to you that a paid deposit was required prior to installation.  As a result of the inconvenience this has caused you, I have issued 1-month video credit to your account in the amount of $65.33.  This adjustment will reflect on your next billing statement.
Again, 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]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####