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. Condensed from complaint [redacted] I googled Cox Internet. Under the official Cox.com section, advertisement was "Internet- 50 Mbps $14.00/mo. It was a stand alone line with bundle pricing listed below. I hit the call feature which connected me directly with Cox. The salesperson said they were unable to see that specific pricing. After a discussion I was encouraged to order the service and talk to customer service about the pricing. I ordered the service (but only 15 Mbps which seems to be significantly slower than my 12 Mbps I had at my previous residence in IN at $39.99) on October 8. I contacted Cox CS online on Oct 12. They responded on Oct 13 and I re-responded also on Oct 13 including an attachment of the pricing. They stated that they were unable to view attachment due to internet security/safety- which is ironic since they promote and advertise the safest email as a product. They gave me a telephone number to call. I did so and reached Orlando. He stated he COULD receive attachments so I sent it to him. The next day I sent a follow up- No answer. I sent another message to online CS and they gave me the number. I reiterated that I called the number and had no luck and they messaged back and said to ask for a supervisor. Today I did that and spoke to [redacted]. She was unable to see the price/help so she connected me to [redacted] in loyalty. He states that there isn't such a promotion. I explained the entire history and he, along with [redacted] before, stated they could look at pricing but it would not be near that price. I continue to have a copy of the ad along with my correspondence electronically. My telephonic responses were to Orlando 10/19, Angie, [redacted] and [redacted] 10/29. Filed Revdex.com. They contacted Cox again. I received message from Sylvia asking me to email the ad. I did on 11/17 and left a VM telling her. I received a response stating she was out. She has not responded. Revdex.com closed out my account listed above because of 1 week lapse. So refiling.
At this point, I no longer request getting the service at that price because this week after going without internet I have service from another provider. I would like Revdex.com to have record of this and would be happy to forward the email sent to Orlando and [redacted] containing the ad as well as a refund for my services that I received at a much higher price than anticipated.
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.That's comical.  I didn't reply?  I did reply. Cox bAit and switched me.  Ask them to turn over the recorded phone call conversation and you will see my point.  Corrupt criminals.  They should be fined and jailed. 
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 called [redacted] and left a message just a few minutes ago
not resolved until she calls me back
Regards,
[redacted]

We are sorry to hear that our customer has concerns regarding their cable services.  Upon receipt of our customers concerns, we reached out to our customer who confirmed our field service team has come out and resolved their concerns with their cable services. Our customer has reported,...

however that her concerns regarding her alarm system has not been addressed. We have reached out to the field leadership team who will be reaching out to our customer to schedule a time to review her damage claim.  Our customer has our Executive Escalations Team members direct contact information to ensure a quick resolution, and a great customer experience.  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

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.
Regards,
[redacted]
Ms. [redacted]
 
Thank you for your time.  Let me provide you, please, with more information here.  I run two households in [redacted] - mine and several blocks from me lives my 95 year old grandmother, [redacted].  She suffers from [redacted]  I am her Power of Attorney and legal guardian. Attached is the letter you/COX have been sending, monthly, to her address for the last 6 months.  We have COX "advanced" television at my grandmother's address.  I recently added high speed internet at a rate of $48.99 per month at her address - This to keep in communication with the caregivers during my working hours.  
 
Your letter sent to my grandmother, [redacted], was, in fact, sent to me as her guardian (her account is held in my name). I used your invitation of internet service for 12 months at $19.99 to sign up, online at my home (again, several blocks from my grandmother).  Your online system accepted the order at $19.99 per month for 12 months.
 
If your online system had informed me that I was not illegible for the offer, I would NOT have processed the order.  I trust you can see that this situation is not a good one - the COX order system accepting the order at $19.99 but billing me at $47.99?  As a consumer, I can tell you, it feels like bait and switch.
 
I have worked for many years as the Director of Ethics and Business Conduct for the Western United States for this country's top areospace company.  Needless to say, I have a pretty good sense of "right and wrong" .  I feel COX Communication's view and sense of responsibility in this matter is entirely inappropriate.
 
Ms. [redacted] if this order/offer cannot be honored I would ask that I receive a full refund of the expenses that I have incurred.  I will gladly pay for the service days that I have used but, beyond that I would like to return the router, and not be charged for the installation.  I know my grandmother and I do have other choices when it comes to internet, TV and telephone service.  
 
 
Regards,
 
[redacted]

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 Gigablast.  I have reviewed your account and have determined the following:
On May 9, 2015 you contacted our sales team requesting Cox Gigablast.  While attempting to process your order it was determined that your certain areas in your community had not yet been upgraded for this service.  Unfortunately, your area is not yet serviceable. 
Our records indicate that you continued to call our customer service team on May 10th, 11th, 12th and 13th and were advised each time that your residence was not serviceable.
At this time, Cox does not have an ETA as to when your residence will be serviceable.  However, our sales team has placed you on a notification list.  You will be advised once the service becomes available.
In regards to your internet connectivity concern, our records show that you agreed to have a Cox technician respond to your service issue on February  21, 20115 and April 27, 2015.  Both appointments were canceled by you.  Mr. [redacted], please note, if Cox was given the opportunity to respond to your trouble reports, we would have resolved your issue accordingly.
Again, thank you for choosing Cox Communications.  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]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer does not accept our resolution. 
Our position regarding our customers concerns has not
changed.
We acknowledge that our customer works and that there a
missed appointment by our field service team. 
Our technician and field service supervisor both confirm
that those wires were located at the entry way of the attic door and that they
did not have to go into the attic to make repairs. 
The alarm manual does not have any contact information of
someone to contact to make repairs to alarm.
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 Mr. [redacted],
Thank you for giving Cox the...

opportunity to serve your communication needs.  We have reviewed your complaint and have determined the following:
Our engineers contacted Mighty 1090 yesterday to advise them of your service concern.  It appeared that Mighty 1090 was broadcasting incorrectly.  We received notification today, that this has been corrected.
Please accept our apologies for any inconvenience this has caused you.  We thank you for bringing this to our attention.  If you have any additional concerns and/or feedback, please do not hesitate to contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer has concerns regarding a charge for unreturned equipment. Upon receipt of our customers concerns we have reviewed our customer’s account, and found that our customer has called and spoke with one of our Cox Advocates, regarding their concerns with the...

equipment charge.  Our Cox Advocate has issued an adjustment to the account for the equipment charge that was charged to our customer in error. 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...

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 only on the condition that my internet service remains uninterrupted due to DNS (Domain Name System) server unavailability. 
Naturally, there are factors outside the control of Cox communications (weather, falling tree branches, careless digging) which can cause interruptions to the service and I accept that those events are unavoidable risks, and I cannot hold Cox responsible in these instances.
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. 
Regards,
[redacted]

Dear Mr. [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 $150.00 credit that was applied onto your account was a courtesy credit and not a specific amount toward your monthly charges.  Unfortunately, no further credit will be applied onto your account. 
 
Mr. [redacted] you have also stated on your rebuttal that you signed up for a 48 month contract.  Cox does not offer customers a 48 month Price Lock Guarantee (PLG) contract.  You are on a 24 month PLG contract starting from March 24, 2016 through March 23, 2018.  I have attached a copy of your April 13, 2016 statement for your review on the PLG contract (please see page 1 & 2).
 
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
 
 
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10517807, and find that this resolution is satisfactory to me.I initiated a cancellation of services and have no regrets.
Regards,
 
[redacted]

Ms. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  We have reviewed your complaint and have determined the following:
Our records show that the account for Ms. [redacted] was disconnected on 3/7/2014.  Once an account is disconnected, all discounts and promotions are null and void.  Our promotional rates are non-transferable (with the exception of a spouse).  Based on this information, we were unable to honor your request to provide you with the same level of service at the discounted rate provided to Ms. [redacted].
Please accept our apologies for the inconvenience this may have caused you.  I am available for any additional questions 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 Ms. [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 your video service.  In reviewing your account, it appears that the video services have been disconnected and the applicable early termination fees have been waived.
Cox would like to apologize for your video experience and are hopeful that we will be able to restore your faith in us.  If there is anything further we can do to assist, please contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]

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 the options available to customers online.  I have reviewed your complaint letter and would like to respond accordingly.
Many customers subscribe to multiple services which qualify their account for the Cox "bundle" discount.  If a customer removes required services, this may actually increase their monthly rate as opposed to decreasing it.  Based on this information, Cox would prefer that customers call in to modify their rate so that we can explain the rate change and/or offer additional options to reduce their rate.  Cox does not intend to portray this as misleading or deceptive and would like to apologize if you have perceived it as such.
Mr. [redacted], on behalf of Cox, I would like to thank you for your feedback.  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
[redacted]

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 previous payment you attempted to make.
Unfortunately, Cox no longer has access to the recording as they are typically stored for 30-days.  However, Cox would like to apologize for your experience.  Our records do not show that the $10.00 payment assistance fee was credited to your account.  Today, we have applied the credit as you stated, you should not be penalized that our online or phone payment options were not available.
In your complaint letter, you are requesting a credit of $216.99 for your experience.  Although we may have caused you great frustration, we must respectfully deny your request for this credit amount.  If this transaction caused issues with your financial institute, please feel free to email or fax me a copy of your bank statement and we will be sure to reimburse you for all charges associated with your Cox payment on July 7, 2015.
As a good faith gesture, in addition to the $10.00 payment assistance fee, we have applied a $25.00 inconveneince credit to your account.  Both credits will reflect on your next billing statement.
Please accept our apologies for the frustration we 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.
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 10880711, and find that this resolution is satisfactory to me.  
Regards,
[redacted]

Dear [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.
First and foremost, I apologize for your recent experience with attempting to get cable service with Cox Communications.  If you are interested in ordering cable services, again, please contact our Executive Escalations Team, directly, to ensure that you receive the services you are requesting. 
Due to the inconvenience it appears we applied a 20% discount onto your internet services along with 35% off discount on your modem rental fee for 12 months.  I have also issued a 3 month credit toward your internet services of $167.97 in which it 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 9:00am to 5:30pm, Monday through Friday.
Best Regards,
COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
[redacted]
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

[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 11446599, and find that this resolution is satisfactory to me. 
Regards,
[redacted]