Cox Communications

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 thought I would inform you that since this complaint was filed, I also found out that they never asked me to port my land line phone number I have had for years and do business on. So, of course I lost that number. This was another major faux pas that the initial rep was guilty of. I just had business cards made with that number on it and I did receive a $50 credit on my next bill by one of your reps after calling in to to let them know this occured. 
I used to work for [redacted], and I know that if your reps aren't trained better, it is the cause of a bad reputation, that Cox most certainly has here in the San Diego area. If I was in a [redacted] footprint, that is who I would go with, as they served me very well for years when I lived in Los Angeles. 
I also write for the San Diego Reader, so I hope this subject is not something I will have to write about in the future. 
In summation and relating to this exchange, I expect to NOT receive a bill for my first month according to your response on here, and I should receive a $50 discount on my second month's bill according to what the rep at Cox told me over the phone. 
Since I do NOT have a lot of faith that any of this will occur, (if the recent experiences are any indication), I will be saving your phone number [redacted], to call if I have to. 
Regards,
[redacted]

Dear [redacted]
 
New 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 apologize for the misunderstanding/confusion on the advertised pricing on our Cox website.  I have addressed your concerns to our Marketing Department. 
 
Unfortunately, we cannot modify our customers’ monthly statements however I would like to honor your requested pricing of $59.99 a month for 12 months.  I will honor the pricing by issuing a lump sum credit of $120.00 ($10.00 x 12 months) plus tax onto your Cox account.  The credit adjustment of $126.78 has been applied onto your account today and it will reflect on your next billing statement.  Please be assured I have not done any changes onto your services so you are still receiving the Flexwatch Plan with Preferred Internet. 
 
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]
 
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was told that two weeks ago an it never came , So they are just  keeping their word , 
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.
This response is not accurate. The rep told me 100mb and even had me request a tech to come out because I was not receiving 100mb. I am honestly pretty shocked by cox's response and saddened to hear that cox does not wish to put their customers first in this situation. I will need to alert the DA's office of cox's inability to honor their advertised price. Very unfortunate indeed.
Regards,
[redacted]

I had cox for a little over a year. When I moved out of state I canceled my account. Two years later (almost 3) I get a bill in the mail from a collection agency that had sold my "delinquent" account to.

Like any rational person, I ignore the collection agency and go right to the source, Cox, to inquire as to why they believe I owe them roughly six months worth of payments that I know I paid and why they waited almost three years to collect. No phone calls, no emails, no letters, for three years, then a collections notice.

The person on the phone does little more than just repeat the total to me without an explanation of the charges. I then requested written proof of my supposed debt to them, at which time I was told it would be mailed to me. This was roughly two months ago.

Dear Ms. [redacted],
Let me thank you for allowing Cox...

Communications the opportunity to serve your communication needs.  We are in receipt of your complaint letter in regards to the balance on your former Cox account.  I have conducted a thorough review of your account and have determined the following:
Our records show that on March 21, 2014, you requested to disconnect your Cox account.  At that time, you had a balance owing of $160.71 with a due date of April 11, 2014. (Statement attached).
On March 29, 2014, Cox mailed you a final statement with a balance owing of $160.71 that was due immediately. (attached)
Cox records do not show that a payment was received within a reasonable time therefore; your account balance was referred to an outside collection agency on April 23, 2014.
On June 18, 2014, you contacted our customer service team to dispute the write-off balance.  At that time, you were advised that the balance was now being managed by the outside collection agency and we would not be able to apply credit towards the balance.
Ms. [redacted], Cox allows its customers 30-days to dispute their balance prior to us referring the account to an outside collection agency.  In addition, the collection agency allows the customer 30-days to dispute the balance prior to reporting it on their credit.
Based on this information, we must respectfully deny your request to have this amount removed from your credit report. 
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California

We are sorry to hear that our customer is reporting issues with pings during peak hours. Upon receipt of our customers concerns our customers assigned Executive Escalations Team Member reached out to our customer.   Our Executive Escalations Team Member explained to our customer while...

gaming systems are not supported by us here at Cox, we want to do everything that we can to address our customers concerns.  We have scheduled for our field service team to take a look at our customers concerns on Monday August, 14, 2017 between 5 and 7pm.  Our customers assigned Executive Escalations Team Member will follow up with our customer after their appointment to go over the results of our visit. We look forward to working with our customer regarding their concerns, and appreciate the unique opportunity to serve our customer through this avenue.   Sincerely,   Cox Communications Executive Escalations Team SE Tell us why here...

Thank you! No further pursuit is desired. I have wasted too many hours already seeking other reliable internet service spots to utilize, and talking to service reps. I can not spend any more time with this. I'll see how the service works in the coming months, and then make my decision whether to seek another provider.Thank you![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 with the Revdex.com in regards to the late fee(s) billed to your account.  I have conducted a thorough review of your account and have determined the following:
Our records show that from your August 2013 billing statement through your December 2013 you carried a past due balance.  As a result, your account incurred one late fee of $4.75 which was billed to your account on December 16, 2013.
On January 17, 2014 you contacted our customer service team to dispute the late fee.  As a good faith gesture, a one-time courtesy credit for the disputed late fee was applied to your account and posted to your February billing statement.
Please 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]
Office of the General Manager
Cox Communications, California
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Dear Revdex.com:
Cox Communications responds to Revdex.com case ID of [redacted].  Our vendor who processes our  rebates has just advised us that the rebate is approved and has been expedited as of 3.30.15.  We anticipate that the rebate will arive  by mail 10-14 days or...

sooner.
We appreciate our customer's patronage and our apology for the delay.
Thank you,
The Customer Experience team

This is a an acceptable resolution to the complaint
Thank You,
[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]

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 01/07/2015 and assigned the complaint ID...

of[redacted].
The information provided indicates that you have questions regarding the Go All Digital Transition and the required equipment. 
The transition from cable ready (no equipment required) to the use of mini-boxes in the home is necessary for Cox to continue to make the best use of the available technology.  The term “Go All Digital” refers to Cox’s initiative to reclaim analog video space on our network in order to free up bandwidth to provide our customers with more; content, services and enhanced TV options.
The channels in the [redacted] and [redacted] tiers of our service will now be encrypted in the same manner as channels associated with our [redacted] TV packages. This encryption is part of the reason the use of the mini-box will be required to continue receiving television signal once the transition is completed.  The mini-box will also allow for a number of service enhancements for our customers; some immediate and some further down the road.
All customers, once they are using the new mini-box, will be able to make use of an interactive guide similar to the one available through other Cox provided equipment.  Closed Captioning, Secondary Audio Programing and Parental Controls will also be readily available with the mini-box.  Another benefit for customers who have been using High Definition televisions without a receiver is, they will now have access to the higher quality picture and sound HD provides.
Cox appreciates that this transition will affect our customers who have either never used any Cox provided equipment in the past or have additional TVs that are cable ready.  In an effort to ease that switch Cox is providing a variety of discounts for the new mini boxes.  To find out which discounts you are eligible to receive you may contact Cox over the phone or by visiting one of our retail stores.
 
 
Sincerely,
Cox Communications Executive Resolution Team

We just spoke with this customer and she stated she accidentally selected “reject” the amount.  She paid her remaining balance in full over the phone with us today. 
 
I will respond to this “rebuttal.” 
 
[redacted]
[redacted]
Cox Communications - California

Dear Revdex.com,
 
Cox Communications is responding to the rebuttal of complaint ID of [redacted]
 
When we made reference to the charges being accurately assessed on our customer’s account it referred to the partial month, and the full month of internet service; and the self-install charge. Charges for services begin once the work order completes in our database. In this customer’s case, the work order completed however the services required additional technician support to be fully operable. The credit for the 3 days of service was granted based on the time our customer reported being without service after the attempted self-install until the successful technician visit.
The technician visit was not intended to be included in the reference of accurately assessed charges. After confirming with the technician that the work completed on site was not a direct result of a customer error at the time of install the charges for that visit were reversed.
We wish to extend our sincerest apology to our customer for the short comings of agent during the chat session. The observable opportunities from the interaction are being addressed internally. We hope that our customer will accept Cox’s apology and reassurance that the matter is being addressed with the agent as a satisfactory response to his request for a written apology from the agent.
If there are further issues that pertain to this matter that require attention we encourage our customer to reach out to the assigned Executive Resolution Specialist for immediate consideration.
Respectfully submitted,
 
                                        ...⇄
Cox Communications Executive Resolution Team

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 service I ordered finally started on Friday. I been waiting for almost 3 months. The issues I have with the billing is the charges for installation, the receivers, and all the misc. fees. I feel the that it would be fair to start charging me from the 23rd of December with a zero balance. Also the receivers need to be swapped for HD receivers. As the contract states 2 HD receivers are free for 12 months. The new billing should be $63.00 per month. Attached are the cox bills from Oct. - Dec. As requested.
[redacted]###-###-####

We are sorry to hear that our customer experienced issues with their services.Upon receipt of our customers concerns we have unsuccessfully attempted to reach our customer to confirm that their issues are resolved.  Our records indicate the ESR was resolved on 12/29.  We have issued an...

adjustment in the amount of $ 31.16 to our customers account for the issues they experienced.  We thank our customer for bringing their concerns to our attention and for being a valued cox customer. Sincerely   Cox Communications Executive Escalations Team SE

Dear Revdex.com:
Cox Communications  responds to Revdex.com complaint#[redacted]
We have reviewed our customer's complaint and immediately processed a refund in the amount of $211.17 which has been sent out in the mail. We are very sorry that our customer experienced these...

events and have coached the agents who worked with our customer. Our apologies for this experience.
Thank you,
The Customer Experience team

Thank you for the quick response. I am hopeful that the last visit will fix our problem. Each time they've come they've had to replace our box which really sucks because then we have to set up everything again. 
Have a great day!

Mr. [redacted],
Thank you for the recap.  Again, our research does not show that we have incorrectly billed you.

Let me begin by thanking you for allowing *ox the opportunity to serve your *ommuni*ation needs.  We are in re*eipt of your *omplaint letter filed through the Revdex.com regarding the rates of your...

servi*e. 
Our re*ords show that you initially installed internet servi*e on Mar*h 4, 2009.  At that time, your monthly re*urring rate was $28.95.  Sin*e your install, *ox has in*reased its internet speed on several o**asions without in*reasing the monthly re*urring rate.
During our rate *hange in O*tober 2011, the level of internet servi*e that you subs*ribe to in*reased from $31.99 to $34.99 per month.  Our re*ords show that you then agreed to a 12-month *ampaign that provided you with a $10.00 dis*ount per month for 12-months.  This *ampaign expired in O*tober 2012. 
O*tober 2013, *ox *ustomer’s experien*ed another rate *hange.  As a result, the internet servi*e that you subs*ribe to in*reased from $34.99 to $47.99 per month.  This rate remained the same through our dis*onne*t date of June 30, 2014.
All *ustomers are notified at least 30-days in advan*e prior to *ox implementing a rate *hange. 
Our re*ords show that on July 17, 2014 you spoke with one of our *ustomer *are representatives in regards to your a**ount.  As a good faith gesture, they forgave the remaining balan*e of $71.20 by applying *redit.
Mr. *., *ox would like to apologize if this was not explained to you.  I am available for any additional questions and/or *on*erns you may have regarding your *ox a**ount.  My offi*e hours are 7:30am to 4:00pm, Monday through Friday.
 
Respe*tfully,
 
*OX