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.
[redacted],
 
On August 28th I received a collection notice from Cox Communications, stating my account is in collections due to a balance of $569.16 for 4 months of service for cable services. I only owe $119.24 for one month past due which is on the invoice received when their worker came & turned off the services. Furthermore, I called in multiple times explaining to them I went through the same situation with the last payment I made to them which should show in their records. I offered to send the equipment back to [redacted] from their 1800# and she informed me to keep it being that I could transfer services. I have not lived at 1210 petree street since may 2014 and have documentation of that as well, so no cable has been used. 
Regards,
[redacted]

Dear Revdex.com,
 
Cox Communications is responding to the rebuttal of complaint ID of [redacted]
We apologize that our customer had not been able to reach the agent assigned to the case. The number left in voicemails is a direct line and has voice mail that is monitored on a regular basis.
We are taking steps to address the speed and connectivity issues reported. Cox offers multiple speed options to meet different needs. Cox has increased the speed on our customer’s account under a promotion to see if that will address the issues reported without having to schedule a technician visit. If this does not rectify the issue we will continue to work with our customer.
We have also granted credits on the account to address the reactivation and past due charges. We appreciate that this is an ongoing concern and will make ourselves available to continue to work with our customer to find a satisfactory resolution.  Directly contacting the assigned Specialist will lessen any delays in response and will provide the most efficient track to a resolution.
Respectfully submitted,
 
                                        ...⇄
Cox Communications Executive Resolution Team

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

opportunity to provide your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent installation of service.  I h[redacted] conducted a thorough review of your account and h[redacted] determined the following:
Our records show that on November 19, 2014, you installed Cox Premier Internet service at the promotional rate of $59.99 per month. 
On November 21, 2014, you added Starter cable at the promotional rate of $9.99.  At the time of install, you upgraded the cable service to "Advanced" cable which increased your monthly rate.  Based on this information, Cox was accurately billing you for the level of service you subscribed to.
Mr. [redacted], Cox would like to apologize for the delay in cancelling your service at the requested time.  It appears that the disconnect date was backdated to January 26, 2015 which was within the 2-week period that you requested. 
At this time, Cox must respectfully deny your request for any adjustments to your account.  I am available for any additional questions and/or concerns you may h[redacted] regarding your former 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],
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 a recent marketing flyer you received.
I would first like to apologize for the lack of follow up on our end and would like to assure you that this was immediately addressed upon reviewing your complaint letter.  Cox prides itself in customer service and was disheartened to know of your experience.
Ms. [redacted], if you would please provide me with a copy of the marketing flyer that you received, I will be sure to have the qualifying discounts added to your account immediately.  At your convenience, please fax to my attention: ###-###-####.
Please accept our apologies for any inconvenience this may have caused you.  I look forward to hearing from you soon.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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 and would like to respond accordingly.
I would like to first apologize for the misinformation that may have been provided to you by our sales team.  It appears that you were able to speak with one of our Supervisors and were able to resolve your billing concerns.  In addition to the credits that have already been applied to your account, I have issued a 1-month service credit for the inconvenience this may have caused you and your family.  Please allow 7-10 day s for this adjustment to reflect on your Cox billing statement.
Mr. [redacted], again I would like to apologize for the level of service you received as this is not the service we have built our reputation on.  I am available for any additional questions or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, [redacted]

First, we had a problem with our Internet connection. We repeatedly got disconnected and our download speeds bottlenecked even though we had the Ultimate Internet plan. We had trouble even streaming Netflix. After replacing our modem and router at the suggestion of COX, the problem continued with both of our PCs and laptops, so we knew the problem wasn't the computer.
Finally COX sent out a senior agent to take a look at all of the equipment and run tests over a period of a week. He said the problem was with COX's hardware and wiring in this specific area. He put in a request to get it fixed. After a month, COX claimed it was fixed, but it never was. COX said they wouldn't be able to help us fix the issues further unless they received more complaints from the area. We downgraded a couple levels and the problem got a considerably better, but not completely.
Second issue, months later we decided to move and cancel our service. We had signed up for automatic payments. When we canceled, they said they couldn't stop the automatic payment in time, but we would be refunded. I was completely fine with that. Except now it's a month later, and I still don't have my refund. I've called 5 times to follow up, and each time I'm told the previous agent submitted the refund incorrectly or didn't do it at all so nothing had gotten processed. The last time I spoke with a manager, and she said I would receive the check by mail on Feb 5 or 8. It's Feb 9 now.
Won't be using COX again. If you must, be cautious about their automatic payments. They seem completely incompetent when it comes to refunds.

Dear Revdex.com,

"Calibri","sans-serif"; font-size: 11pt;"> 
Cox Communications is responding to the rebuttal of complaint ID of [redacted]
 
We apologize for the circumstances that led to this complaint, and have addressed the concerns mentioned. The information provided about actions taken by specific agents, both in the home and over the phone have been brought to the attention of the appropriate supervisors to be addressed accordingly.
 
It is Cox’s policy, in order to ensure a positive service experience for our customers, to require a professional installation in a home that has not had Cox services within the past 12 months. This is so any wiring and or signal issues can be addressed and our customer can begin enjoying their services right away.
 
We had a Technician go to the home to troubleshoot the issue and it was found that a program running on our customer’s computer was causing the slow down he was experiencing. Once this was identified and addressed, download speeds were restored to acceptable levels. We thank our customer for choosing Cox Communications and look forward to providing them with exceptional customer experiences going forward.
 
Sincerely,
 
Cox Communications Executive Resolution Team

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 on April 11, 2016 Cox installed cable, internet, and phone services at your residence.  Your services are currently on a promotional offer for Advanced TV, HBO, Preferred internet, and Premiere phone services for $99.99 for 12 months.  However, the promotional offer does not include DVR service and equipment/FCC fees. 
Therefore the extra fees you are paying for is the following:
 

$19.99 DVR service
$5.00 off for 12 months = $14.99 a month
 

$8.50 monthly cable box rental fee
$8.50 x 3 boxes = $25.50 a month
 
$3.82 telephone FCC fee a month
 
At this time your monthly recurring charges with the promotional offer, DVR service, and equipment/FCC fees is $144.30 before tax and after tax estimated total is $159.97 a month.  I have attached your monthly billing statements for your review and for your records. 
 
Unfortunately, on June 3, 2016 your service was temporarily disconnected due to non-payment however a payment of $165.19 was paid on June 4, 2016 which reconnected your services.  The payment of $165.19 paid for your April 13, 2016 statement (services for April 11, 2016 through May 10, 2016).
 
Currently, you have a past due balance of $158.42 from your May 13, 2016 statement (services for May 11, 2016 through June 10, 2016) and a current balance of $187.23 from your June 12, 2016 statement (services for June 11, 2016 through July 10, 2016) for a total balance of $349.21.  Your current statement of $187.23 includes a reconnection fee of $21.43.
 
Our records show that on June 21, 2016 we have attempted to explain to [redacted] the monthly charges onto your Cox 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 --------------------------------------------------------------------------------...⇄ /> [redacted]
[redacted]
[redacted]
[redacted]

We are sorry to hear that our customer experienced issues with missing channels. Upon receipt of our customers concerns we reviewed our customer’s account and found there was an issue that affected our customer’s video services that is now resolved.  Our Executive Escalations Specialist...

reached out to our customer and provided our customer with their direct contact information and confirmed that all issues were resolved. Our Technical Support Team has issued our customer $36.41 in credits for issues they have experienced. We thank our customer for bringing their concerns to our attention, and for any inconvenience caused by the issue with their services.   Sincerely,   Cox Communications Executive Escalations Team SE Tell us why here...

Dear Revdex.com,
Arial;">Cox Communications is responding to the complaint filed in your office on 3/18/2014 with case #[redacted].  This situation has been addressed and below is the agreed upon resolution.
Our customer’s Price Lock Guarantee (PLG) which protects the retail rates for service with Cox from rate actions for a period of 24 months will remain in place.  The individual product discounts that had a term of 12 months that expired in March have been replaced with a Bundle discount that will remain in place until 2/12/2015.  This coincides with the remaining term of the PLG. 
We apologize for the frustration our customer felt in dealing with this issue and hope that this resolution is satisfactory with them.
Sincerely,
 
Executive Customer Resolution Specialist

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

opportunity to serve your communication need.  We are in receipt of your complaint letter filed with the Revdex.com in regards to the disputed modem charge that was billed to your account.
In reviewing your account, it appears that the equipment charge has been removed from your account.  A credit in the amount of $81.01 was applied to your account on July 10, 2015.  A refund check was mailed to your billing address of:
[redacted]
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.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Dear Revdex.com:
[redacted] Communications Business team has reviewed the customer's rejection for case# [redacted].
The Business Technical Support mangement team  requested  that one of their staffers reach out to this customer to review claimed issue with the service. This team has not heard back from the customer. We ask that our customer please contact the technical support staff at the number that had been provided in order for the team to assist  further with any technical concern. In addition, pertaining to the wiring of the building- [redacted] wired the site based on what the Building Manager's requested. As mentioned in original conversations with our customer,  to discuss any concerns with  the way the  building was wired to please reach out to their Building Manager.
Cox has reached out  our customer. In order for [redacted] Business to assist  our customer further, we ask that our customer to please reach out to the technical staffer at the number  provided.  
Thank you,
[redacted] Business Team

Dear Mr. [redacted],
sans-serif;">
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 that you disconnected your Cox cable and internet service on January 27, 2014.  After the disconnection Cox charged you for the eMTA/Modem equipment for $122.00 and Cable Box for $188.00.  On March 20, 2014 the eMTA/Modem equipment was returned to Cox.  However, I have removed the charge of $188.00 onto your account, today, for the Cable Box.  In addition, we have notified our third party collection agency to stop all collection activity onto your account as of date.
 
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 General Manager 
Customer Relations Specialist, California
858-836-7344 tel   866-570-5486 toll  
5651 Copley Drive, San Diego, CA 92111
Monday through Friday, 9:00am-5:30pm
[redacted]

Ms. [redacted],
Thank you for this additional information.  I can assure you that the agreed upon adjustments have been applied to your account.  Please feel free to contact me directly with any additional questions and/or concerns.
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.
I
stated in the original complaint that this complaint is only about the blacktop
on the street and sidewalk.  The sidewalk has been fixed on both sides of
the street, but the street is still a mess.  The only way for Cox to
resolve this complaint, is to finish the job by fixing the street.
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.
Thank you so much for helping me to resolve this matter so quickly .
Sincerely,
[redacted]

Dear Revdex.com:
Calibri;">Cox Communications responds to Revdex.com case # [redacted]
Early termination fees (ETF) are standard industry practice in long term, bundled services contracts, and are wholly consistent with federal and state law. We offer customers who subscribe to a bundle a discounted monthly price; the customer in turn, agrees to continue to purchase the bundle discount for a period of 12 months. In the event the customer downgrades or cancels services in the bundle discount within the 12 month contract period a prorated early termination fee is billed to the customer’s account. In this case, our customers bundle service is associated with a contract.  With regard to the Contour  services intermittent  issue our customer has experienced we offered for a lead technician to review all once again and our customer declined.  For overall good relations,  and for this particular instance only, we  have made the decision to waive the ETF.  Our customer’s account has been  documented  accordingly for when the customer is ready to make their change in services.
We are sorry for the customers experiences and still offer the option of a service call if they change their mind.  
Thank you,
The Customer Experience 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 your former Cox account. 
On behalf of Cox, I would like to extend an apology to you for the misinformation you may have been provided.  I have shared your experience with the organizations within Cox that are responsible for ensuring our customers are provided accurate information which aids in their buying decision.
As a result of your experience, I have issued a credit for the remaining balance on your closed account. 
Again, please accept our apologies for the inconvenience we may have caused.  I am available for any additional questions and/or concerns you may have.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
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.
 
I apologize on behalf of Cox that you do not feel valued as our customer. Due to your inconveniences and recent experiences with us, I would like to take this opportunity to regain your faith in Cox.
 
Please contact me directly at 877.982.5917 so I can set you up with an appointment with my senior technician to come out to your residence to set up your [redacted] 2 services and install a mini box at your upstairs TV.  Since we are also replacing your existing box, please ensure you watch all your recordings before we replace your existing box.  I will also waive the installation fee when my technician comes out to your residence.
I look forward to hearing from you.
 
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 --------------------------------------------------------------------------------...⇄
[redacted]
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm

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

opportunity to serve your communication needs.  We are in receipt of your complaint letter in regards to the rates you were quoted versus what you have been charged.
Our records show that when you initially started service with Cox, you took advantage of promotional rates which were not included in your Price Lock Guarantee (PLG).  On your statement (included for your records), the services that are locked under the PLG are itemized with a bold arrow.  Your statement also advises that you are taking advantage of discounts on services that are not included in the PLG.
Cox would like to apologize if this was not explained to you at the time of signing up for service.  As a result, Cox has issued a one-month service credit to your account.  A credit in the amount of $147.94 will post on your next billing statement.
Again, please accept our apologies for any frustrations 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
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