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.
As you can see she says that she says she called me ( but she did not) I work at home and I have no messages from her so she I guess calls and hangs up?   Other people at cox cable have been able to call me for other reasons in the past 7 + years
I was recently disconected by mistake when I called 611 about another issue  and that person was able to call me back with out any problems.
The few times she did give me a phone number to call through the emails sent through the Revdex.com website < called and left a voice mail message the same day and day after.
I think its funny that my own PHONE company does not know how to leave a message on my voice mail or they are dialing the wrong number
This is not resolved
ANd the reason why is she DOES NOT call me-  my phone bill reflects that I do call them
Another NEW issue is that they still bill me for TV service that I do not want,  I returned the box about a month ago, and only want the basic plan and thats all I want.  I also want basic phone plan , no more unlimited long distance since I got a new LANDLINE with another company, I want to keep my BASIC phone service but no free long distance - I still use my home phone as a FAX LINE when its on
Regards,
[redacted], [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 in regards to your Cox service.  I have conducted a thorough review of your...

account and have determined the following:
Our records show that on July 24, 2013 you took advantage of our video promotion that provided 40% off of your video service for months 1-12 and 20% of for months 13-24.  In addition, you were receiving 50% off of your internet for 12-months (July 24, 2013- July 23, 2014).  Since two of the campaigns expired/changed in 2014 your monthly rate increased.  These campaigns are an incentive to our valued customers and not designed to offer an indefinite modified rate.
In regards to the level of internet that we provide, Cox provides the following internet options to its customers.  This can also be found on our website at www.cox.com
Starter - Up to 1 MBPS/ 384 KPS $29.99
Essential Up to 5 MBPS/ 1 MBPS $46.99
Preferred Up to 25 MBPS/ 5MBPS $61.99
Premier Up to 50MBPS/10 MBPS $73.99 (With Docsis 3.0 modem) or 25 MBPS/ 2.5 MBPS (With Docsis 2.0)
Ultimate Up to 100 MBPS / 20 MBPS $99.99

Again, thank you for allowing Cox the opportunity to serve your communication needs.  You may contact me directly with any additional questions and/or concerns 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
###-###-####

July 13, 2015
 
 
 
We want to thank our customer for taking time from their busy schedule to bring their 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 our...

customer felt that they had no other recourse than to contact the Revdex.com to get their concern resolved.  We apologize for the poor customer experience that was encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have reviewed your compliant and account.  
 
After researching the complaint we found that we have not completed any work in that area recently. Upon our visit to the site we found that a gas valve was installed at the corner close to our pedestal. Upon checking pictures from google maps the gas valve is not pictured before the sidewalk was removed. The damage was not caused by Cox or any of our vendors, therefore we are not responsible for the damage. I attached our pictures from our findings.
 
Please accept our apology 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.
 
 
 
 
 
Robert S[redacted]  
Executive Relations
###-###-####

We are sorry to hear that our customer is reporting issues with their data services.   Since our customers wife works from home we recommend our customer establish a business account.  Per Cox High Speed Internet Acceptable Use Policy, Section 4 “Residential services are to be used for...

non-business-related purposes.” Upon receipt of our customers concerns we found our customer has not reported any recent issues with their services and has consistent daily use of their data services.  At this time, we are unable to justify issuing any additional adjustments to our customers account.  While our goal is to ensure that each customer is satisfied and retain all customers we want to ensure that our customer is aware that AT&T does offer data services to their address.    We thank our customer for bringing their concerns to our attention, and invite our customer to give a call to our technical support team at (504) 304-8444, 24 hours a day 7 days a week any time they are experiencing issues with their services.     Sincerely Cox Communications Executive Escalations Team SE   4. Commercial Use. The Service is designed for personal, non-business related use of the Internet and may not be used for commercial purposes     Tell us why here...

Hello [redacted],
the tv/internet bundle's name was Cox TV FLEX Watch and Internet Preferred. I'm sure you can find it.
But I see you are not willing to help and that just confirms my experience with Cox.
It is very dissapointing.
/[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10367603, 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]
 
 wish I had money to burn I would start a class action suit against cox over this issue. All they did in their response was repeat what they told me on phone. Still don't feel I should pay for service I am not using

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.
 
The credit of $50.00 was applied onto your Cox account on August 2, 2016.  You should be able to view the $50.00 credit adjustment online. 
 
[redacted], you expressed on your initial complaint to the Revdex.com that you were quoted $119.48 per month if you added cable services.  You also stated that you have PDF copies of the order confirmation.  Can you please forward the PDF files so I can research and see why were not able to honor the quoted price? 
 
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]
 
 
Tell us why here...

Cox Customer Care
Executive Escalations, Southeast Region
7[redacted]
 
 
 
 
July 31, 2015
 
[redacted]
 
Thank you for taking time from your busy schedule to bring the issue(s) with your Cox account or service to our attention.  We sincerely apologize for the poor customer experience, and regret any inconvenience you may have encountered.
 
Your issue was referred to our Executive Escalations Team for research and resolution. Rest assured that this team’s priority is to give your request as much attention as is needed. One of the Executive Escalations specialists attempted to contact you at ###-###-#### to address your concern. It is our goal to find the best resolution to your current issue(s) in a timely manner, without further delay. With your assistance and feedback, this can be accomplished.
 
We appreciate your patience and understanding, while affording us the opportunity to better serve you.  Please reach us at ###-###-####
 
 
 
Cox Executive Escalations SE 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.
Absolutely unacceptable. They definitely do not display any interest in customer satisfaction. I believe the balance on my account is bogus and should be removed.
Regards,
[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.
Once again I will state no label has been received to return the equipment. You should be able to check the tracking number you used to verify this information. I will not agree to pay for any services for the Month of February. You provided no service at all during that time so there is no reason for you to prorate any fees whatsoever. You cannot honestly state that you are charging me for approximately 6 days( the time the service was shut off, to the time you BACKDATED THE CANCEL REQUEST,  a total for around $150.00? So now that you have FAILED on multiple attempts to resolve this issue concerning the payment due, you have FAILED to resolve the issue with the shipping label just as you failed at the attempts to cancel my account over multiple days and numerous attempts per day, where does that leave  us?
You have not addressed the concerns about your company failing to cancel my account when first requested, you choose to side step the issues that you embarrassed me by leaving a bright yellow notice, to pay amount owed or have service turned off, THEN YOU DIDNT EVEN TURN THE SERVICE OFF! When you state in one of your responses that total owed was most $500.00 dollars, but attach an additional monthly invoice as well as equipment charges BUT SAY NOTHING!!!! shows Cox's deceitful tactics, and do not speak well for your companies character, this is  just another example of how Cox operates.  And now, as if all of the time I have wasted trying to resolve this in an amicable way isn't bad enough, you send my information to a collection agency??? are you kidding me?? You have not even held up to your end of the agreement to get the label to me, I still have not received the email cancellation confirmation that has been requested numerous times.
I have addressed concerns regarding your customer service and the way your agent treated me, all the attempts I made thru email to cancel the account. You should not refuse the request to make the adjustment to the February statement for $0.00 because I WILL NOT PAY FOR SOMETHING YOU DID NOT PROVIDE! You are attempting to steal money that does not belong to you, this is outrageous that you think that this is a satisfactory resolution.  I will need to talk to someone else since you refuse to acknowledge the statements I have made to you multiple times. Its exactly like the email request to cancel this service, you keep saying no and this just causes additional charges to your "customers" when clearly you do not care about your customers.
 If this is your final statement regarding this and you will not send a label to me or to make the adjustment for February I need to speak to someone that is above you because I WILL NOT!!! PAY ANY MONIES FOR FEBRUARY!  I know my rights as a consumer and you should know your rights as a provider, no service no payment. This is not a request any longer. I will state once again for the final time. I will not accept any other resolution but for you to remove February monthly charges (prorated or not) I need to have a shipping label sent to me, and email confirmation that the account is cancelled and the date it was cancelled. And now an additional request to retract my information from the collection agency, since you have failed to even attempt to resolve this issue. We are in the middle of a Revdex.com dispute I am trying to work with you and you are being completely unreasonable. At this point I will be letting anyone and everyone that I am in contact with, know just what type of treatment and "services" that Cox provides their customers. I swear this has to be a joke I cannot believe I am again responding to your repeated statements again in MARCH! This started in January.
Once again any other offers will be rejected. Please do not send the same statements again in another response, this is a waste of my time. I will not accept any charges for February at all. 
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10189884, and have determined that this proposed action...

would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
8 Sep - Erratic Pause/Play/Rewind functions on
live program with Master BR - Client & Guest BR - Client. 09:20 am Called [redacted]
Christopher left message on voice mail and requested call back by COB. 09:25
am Called [redacted] left message on voice mail. 11:15 am Unable to play recorded program. Get black
screen then error message “DVR Network Unavailable. Sorry, we have experienced
a problem playing back this recording. Please try again in a few minutes. If
the problem continues, please contact Cox Customer Service at ###-###-####.
Reference 2.1.2.2” Press “A” button and return to live broadcast. Get blackscreen freeze on Family Room - Master, Master BR - Client
& Guest BR - Client. Unable to use remote control. Remove AC from Master
and reboot. Playback of recordings normal on all units. 1:40 pm Called Revdex.com NOLA
for status of complaint. Transferred to voice mail and left info required for
return call. 3:37 pm Received call from [redacted] and he wants to analyze
preimeters and reset units from his office and for me to call back
(###-###-####) at 4:15 pm. 4:15 pm Called [redacted] and TX levels still too high. Set up
service call for 1500 – 1700 tomorrow 9 Sep. 
9 Sep - Cox technician [redacted], Emp # 10040, arrived at 3:00 pm and analyzed the installed system and said that there was an issue at the plant and he could not correct the problem. He discussed issues with [redacted] on the phone and said they would get back with me.
10 & 11 Sep – No response.
12 Sep - Called Cox trouble number (###-###-####) and placed another service call. This issue is not resolved as I am having the same recurring issues.
My question to Cox is why are they closing the service requests, since 1 Aug 2014, when the issues are not resolved.
Regards,
[redacted]

We are sorry to hear that our customer does not accept our resolution.   When reviewing the account we see that our customer has not called to report any issues with his services since filing the complaint.  We invite our customer to give a call to our technical support team at 504 304 8444 24 hours a day 7 days a week to have a member of our field service team come and review their concerns further. We thank our customer for bringing their concerns to our attention and for being a valued cox customer.   Sincerely     Executive Escalations Team SE 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 and would like to respond accordingly:
In regards to the disputed contract. customers are given...

a 30-day "cool off" period which allows them the opportunity to dispute and/or cancel the contract without any penalties.  Our records show that you contacted our cusotmer service team on December 11, 2014 to dispute the contract.  Notes on the account indicate that if you chose to cancel services, all ETF's will be waived.
In regards to payments to the account, our records show that since your install date in December, you have had the following:
4 Late charges
3 Past due balances
1 NSF payment
 You state in your complaint letter that Cox deducted the funds from your finanical institute.  Please provie proof of payment so that we can ensure that your account is adjusted accordingly.
Mr. [redacted], we are disheartened to learn that your experience with Cox has been less than satisfactory.  We are hopeful that you give us an opportunity to regain your trust again.
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
###-###-####

Dear Mr. [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 September 26, 2016 – I have advised you that we will not refund you a check for the life of your Cox account.  However a refund check of $387.95 has been issued and mailed to you.  The $75.00 deposit refund check has not been processed however please allow 3 to 4 weeks for the check to be issued and mailed to you. 
 
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
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm

Dear Mr. [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 have requested for a $40.00 refund check to be mailed to your current mailing address at [redacted]
 
Please allow 2 to 3 weeks to receive your check.
 
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

This response was written on behalf of the complaint made by [redacted] on July 26, 2017 to the Revdex.com.  The primary concern stated was having to call Cox daily for internet and phone issues causing disruption to their business.  On August 8, 2017 Cox made contact with Ms....

[redacted] to discuss her complaint.  A Cox in house technican was dispatched on August 9, 2017 for further investigation of the ongoing issues.  The technican determined that the firmware on one of the pieces of equipment needed an update and that was corrected.  Additionaly a new line was ran and installed.  As of August 11, 2017 the issues were resolved and we believe Ms. [redacted] is satisfied with the resolution.  Thank you for the opportunity to explain this matter and we apologize for any inconvienience caused. Thank you, Cox Communications

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12468537, and find that this resolution is satisfactory to me. 
Regards,
[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 have discussed this issue with [redacted] and others for years. I've attempted to resolve this ongoing issue of horrible customer service with anyone at Cox that would listen. The end result is some (not all) were sympathetic to my situation but no one I have ever talked to were in the position to actually do anything about it. 
From my experience of being a customer of Cox for the past 17 years is that of watching this company expand and grow and experiencing customer service go from being local to being farmed out to sub contractors all over the USA. In doing so they created a system of preventing customers from complaining to anyone that has the authority to do anything about the complaints.
Another words they have created a system within there company that mirrors the "Peter Principle". They have grown to such an extent that they have now become incompetent in there customer service area and their does not seem to be any solution to it.
If you were able to talk to anyone in the company other then their talking ([redacted]) heads, you would find no disagreement with my observation. As these individuals are aware of this situation because I'm not the only customer upset about this intolerable situation.
Regards,
[redacted]

Dear [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 the status of promotional gift cards that were promised to you.  I have reviewed your...

account and have determined the following:
Our records show that you installed services on August 4, 2015.  In order to qualify for the gift card promotion, you are required to pay the first 3 (three) months of service on time. 
You state in your complaint letter that you were offered a $300 gift card and that you have made your payments on time.  In reviewing your account, your August and September statements were not paid by the due date (see attached).  The first payment received was October 24, 2015.  Based on this information, you do not qualify for the gift card promotional offer.
Please contact me directly with any additional questions and/or concerns regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional 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 filed through the Revdex.com in regards to your dispute of international calls billed to your...

account.
Our records indicate that you contacted us on September 26, 2014 to dispute the validity of these calls.  At that time, you were advised that the disputed calls would be investigated and you will be notified of the results in writing within 60-days.  We ask that you continue to pay your undisputed balance during the time of our investigation.
Respectfully,
[redacted]
Office of the General Manager
Executive Offices of Cox Communications, California
###-###-####