Cox Communications

Thank you for your interest in Cox for your...

communication services.  We are in receipt of your complaint letter filed with the Revdex.com in regards to our bundle offers that include Visa gift cards. 
In searching our database, we do not show that the address listed on your complaint letter is serviceable by Cox.  In the event we do/did service your area, and you qualify for the bundle that includes the Visa gift card, we will be sure to accommodate processing the order.  There are certain requirements that need to be met prior to the processing of the gift card.
Please accept our apologies for the confusion we may have caused.  I am available for any additional questions and/or concerns you may have regarding your potential Cox account.
Respectfully,
S[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr. [redacted],

face="Calibri"> 
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  I apologize for the delay in responding to your email.  Your email below provides sufficient details outlining your experience while trying to resolve your Cox service issue.  It disheartens us to learn that this too has been delayed.
 
In reviewing your account, it appears that the construction work was completed on December 10, 2014.  We are hopeful that this work has improved your internet speed and connection.
 
Our records show that on November 3, 2014, you were issued a credit in the amount of $93.00.  This amount is equivalent to 3-months of your current level of internet service.
 
Today, December 15, 2014, I have issued an additional credit of $62.00 which is equivalent to 2-months of your current level of internet service.
 
Mr. [redacted], please accept our apologies for the delay in getting this resolved for you.  I am available for any additional feedback and/or concerns you may have regarding your Cox account.
 
Respectfully,   
 
 
COX
--------------------------------------------------------------------------------...⇄ /> [redacted] Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
###-###-#### tel  ###-###-#### cell
[redacted]
[redacted]
[redacted].[redacted]@cox.com I###-###-####  office I ###-###-#### cell I www.cox.com
[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.
Dear Ms. [redacted]
I did not receive the email you sent with response from [redacted] prior to your email of the case being closed. I have not resolved this issue yet with Cox, and hope they can offer me a promotional offer that is reasonable after the promotions end on Nov. 15th. I understand the promotions they gave me are ending, but they are not acknowleding the promotion that was given to me by Heather in their office billing dept, who has been there for a long time. She promised me on June 2, 2014 my bill would be $88.77 till June 1st 2015. That would include the cox tv economy at $24.99, HBO, high speed internet essential at $46.99 + $5 upgrade to preferred, and cox digital telephone premier at $21.16. Again, I have been a long time customer for 22 years, and hope they will keep their promise for that rate. I will also call them on the 15th to see what they have to offer in promotions.
Thank you,
[redacted]

Dear Ms. [redacted],
Let me begin by thanking you...

for allowing Cox the opportunity to provide your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com and would like to respond accordingly.  We have reviewed your account as well as your complaint letter and have determined the following:
Our records show that on May 10, 2014 you established Cox cable, internet and phone service. 
On May 16, 2014 you contacted our customer service team to report that your residence was infested with bed bugs and you strongly felt they came from your Cox equipment.  At that time, a request to have a Field Supervisor contact you was submitted.  Our Field Supervisor, [redacted] contacted you on the same day at 6:38pm and left a message.
On May 20, 2014 you contacted our customer service team checking the status of your claim.  At that time, another request was sent to have a Field Supervisor contact you.
On May 21, 2014, [redacted] left you another message in which you returned the call the same day.  [redacted] then referred your account to me in which I contacted you immediately.
On May 22, 2014 you and I spoke of the bed bug claim and I suggested that someone use an air can to see if any debris (of bed bugs) would be present.  During our conversation, I also asked if you had an visitors or had visited anyone’s home in which the bed bugs could have traveled to your residence.  We agreed to have a joint meet at your home when the pest control company of your choice was available.  Unfortunately, when you returned my call, I had left for the day as my business hours are 7:30am to 4:00pm, Monday through Friday.  This information is also on my office voicemail greeting. 
Cox can arrange for a technician to come and remove the equipment from your home.  At that point, we can have the equipment inspected.  Until we are able to confirm that the Cox equipment is infested, we must respectfully deny your request for compensation.  Please let me know a convenient time to have someone remove the equipment from your home.  At that time, we can install new boxes so that you are able to enjoy the services that were installed in your home.
I look forward to speaking with you soon.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications,. California
858-836-7319

Dear Mr. P[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 would like to apologize that we did have a technician come out to your residence on July 29, 2016 at the scheduled time.  We will research this and provide the proper coaching and feedback to the various departments.  Our records show there was an internet self-activation fee of $20.00 that was charged onto your account however we issued a credit to remove the fee.   
 
On your desired settlement you have requested to upgrade your existing Starter internet service to a higher tier for a discounted rate.  On August 4, 2016, I contacted you at 443.302.9536 and left a voicemail message regarding your request.  If you are interested I can upgrade your data services to the Premiere internet service (download 100 Mbps / upload 10 Mbps) which retails for $84.99, however, there is a 2 year promotional offer of $59.99 a month.  If you are interested, please contact me directly at 877.982.5917 so I can set you up. 
 
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

We are sorry to hear that our customer has experienced issues with receiving a credit for equipment that he was told that he did not have to return.  We have reviewed this account, and ensured that the needed credits will appear within the next 24 hours.  We have also supplied feedback for...

training and developmental purposes to our agents to ensure this doesn’t happen again to other customers.  We have attempted to reach the customer today, and will attempt to reach him again on tomorrow to confirm that all issues have been addressed.   We thank our customer for bringing this matter to  our attention.

Dear Revdex.com, Cox Communications is responding to the...

complaint filed with your office on 7/18/2015 and assigned the complaint ID of [redacted].
After an investigation into this matter we have determined that the equipment in question was shipped to our customer as intended, however it was never provisioned on the account.  Since there is no record of the equipment being activated or installed we have removed the serial number from the account and placed the equipment into a lost status. Our customer has no further responsibility for the equipment in question.
The unreturned equipment charge has been removed from the account and the information provided to the third party collections agency has been recalled.  Please understand these actions can take up to 30 days to be reflected in our records.
We apologize for the circumstance that led to this complaint and hope this matter has been resolved to our customer’s satisfaction. 
Sincerely, Cox Communications Executive Resolution Team

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 in regards to your experience in canceling your services.  Cox would like to...

apologize for the extensive hold times as well as calls that may have been disconnected.
Per your request, we have scheduled a disconnect order for your Cox services.  We have backdated the billing to October 18, 2014.  Again, we would like to apologize for your experience.  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 Offices of California
###-###-####

Complaint: 11400116
I am rejecting this response because:
You have not addressed my concern, but only provided me the information that I already know about.
Regards,
R[redacted]

Dear Mr. [redacted],
I would like to first apologize for the level of customer service you received when contacting our office on July 31, 2014.  I have forwarded your feedback to the organizations within Cox that is responsible for ensuring our customers receive the legendary customer...

care we have built our reputation on.  
Unfortunately, we cannot disclose to you any discipline that may have been given to our employees.  However, we do take pride in the service we provide to our customers and we will be using your experience as a coaching opportunity.
Again, please accept our apologies for any frustration we may have caused.  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

Dear Ms. [redacted]
As previously stated, all charges associated with the extra cable services were credited.  Unfortunately, due to CPUC regulations, we are not at liberty to issue any adjustments towards Lifeline.  This would need to be disputed directly with the California Public Utilities Commission.
Please accept our apologies for the inconvenience this may have caused.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]

We are sorry to hear that our customer is experiencing issues with their data connection.  Upon receipt of our customers concerns we have reviewed the account and see that  our customer has called into report that they are having issues with the services, but stated they wanted to swap...

the data modem out before scheduling to have someone take a look at their issue.  We attempted to reach our customer on today to schedule an appointment for us to take a look at our customers concerns however there was no answer.  If our customer is still experiencing issues with their services we ask our customer to give a call to our Technical Support Team at ###-###-#### so that we can schedule a technician out to our customer’s home to ensure that their concerns are addressed.  We thank our customer for bringing their concerns to our attention and apologize for any inconvenience. Sincerely, Cox Communications Executive Escalations Team

Dear [redacted],
Thank you for the update.  If you are continuing to experience technical issues with your internet service, please contact the technician that provided you with his direct number.  This will ensure that the same technician that is familiar with your service concern can address it in a timely manner. 
Respectfully,
 
[redacted]
[redacted]
Cox Communications, [redacted]
[redacted]

[redacted]
Cox Communications responds to Revdex.com complaint ID #
"Calibri","sans-serif"; font-size: 11pt;">[redacted] filed with your office on October 11, 2016.
Cox Communications extends an apology to our customer regarding the experience that led to this escalation. Due to underground conduit issues unrelated to Cox, the installation of internet service was delayed. Cox currently has a temporary line in place and internet service is operational at the residence. Cox is awaiting approval from the customer’s building management to be able to install a new service hardline to the customer’s home. Cox is fully committed to addressing our customer’s concerns and once we receive approval from their building management, Cox can move forward with the installation of the new hard line.
Our customer indicated that he is satisfied with the information we provided.  We have provided our customer our direct contact information should he have additional questions or concerns regarding this matter.
Sincerely,
The Executive Customer Resolution Team, NE

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 our most recent price change.  I would first like to apologize for your online chat experience as it does not appear that our reason for rate change was thoroughly explained to you.
The pricing of Cox's video, high speed Internet and digital phone services change to reflect the increased costs of doing business.  The primary reason for the increase in the retail price of cable television is the rising wholesale cost of television programming.  Broadcast networks such as [redacted] now charge higher fees to cable and satellite companies that distribute their television content instead of primarily relying on advertising to generate income for their station.
 
While Cox absorbs as much of these costs as possible, a portion has to be passed to consumers.  However, Cox continues to enhance its service offerings to bring even more value to customers.  Enhancements include more TV Online options so customers can watch television when and where it's convenient for them, new HD programming such as [redacted], and an advanced interactive programming guide with new features.
 
The costs associated with meeting customer demand for faster, dependable high-speed Internet have also increased.  Internet use is doubling every two years and people are consuming more data now than ever before.  Cox continues to invest and improve its network in response to this growing demand. Customers can benefit from the fastest in-home WiFi available in the nation, increased cloud storage for most customers, and free access to a comprehensive suite of security software, including parental controls.
 
Cox is also part of a cable consortium that offers its Internet customers access to more than 300,000 free Cable WiFi hotspots nationwide in popular cities such as Los Angeles, San Diego, San Francisco, Las Vegas, Phoenix, Philadelphia, Chicago, New York City and Washington, D.C.
 
If you are experiencing technical issues such as slow speeds, please feel free to contact me directly and we will have a technician come to your home at your convenience. 
 
Again, please accept our apologies for the lack of explanation during your initial call.
 
Respectfully,
 
[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.kathey I think it was, I am sorry for this but I have already been on the phone with your group and there has not been consistent in any of the conversations that I have had with all the reps from Cox collection and the Collection Agency. COX will not give me the information and what information is short and lacks any supporting facts. Because of that, I am asking for your help here to bring to light the truth of the matter and resolve this confusion and hopefully correct any errors. 
I agree that there was 99.00 that was due you at the time of my request THE CUSTOMER to disconnect service and ran a month behind most of the time as it was very expensive, and wished I has known that it really was not the best and fastest, but you were the only provider I has purchased from and I believed you. I think you also billed a month in advance.
Please help me figure this out.
What was the adjustment for on my last bill in MAY 2014?  
DID I get the 24 days to pay before the account was sent to collections?
Regards,
[redacted]

Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  I am in receipt of your complaint filed through the Revdex.com in regards to your recent install.  I have reviewed your account and would like...

to extend an apology for the inconvenience we may have caused you.
As a result of your experience, I have issued credit for all install fees billed to your account.  In addition, I have issued credit for 1-month of service which will reflect on your next billing statement.
Again, please accept our apologies for the level of service you have received while attempting to establish service.  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 Revdex.com:
Cox Communications responds to Revdex.com complaint number [redacted].
One of our technical support supervisors is contacting our customer to ensure the overall set-up with the cable card is correct and to help answer any questions that may have been relayed...

improperly regarding proper cable card set-up and equipment.  Our  technical supervisor  left their direct contact information in order to work individually with this customer in order to assist and resolve this matter.  
Thank you, The Customer Experience team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12130589, and find that this resolution is satisfactory to me.  I will schedule an appointment , but please make a note that this issue has not been resolved.
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.
 
We apologize for the delay on your $200.00 gift card.  I have expedited the request and your gift card will be mailed out to you on Monday, December 19, 2016.  Please allow 7 to 10 business days for you to receive it. 
 
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]
 
 
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