Cox Communications

We are sorry to hear that our customer is experiencing issues with getting services established.Upon receipt of our customers concerns we have forwarded our customers concerns to our Cox Business Leadership team and someone will be reaching out to our customer within the next 72 hours to address...

our customers concerns.We will ensure to update the Revdex.com once we have spoken with our customer and developed an action plan to ensure that all of our customers concerns are addressed.We thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer. Sincerely  Executive Escalations SeCox Communications

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]

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],
I am in receipt of your complaint letter...

filed with the Revdex.com in regards to your experience with our customer service staff.  We are disheartened to learn about the level of customer service that was provided to you during your visit.
I have shared your concerns with the organizations within Cox that is responsible for ensuring our customers receive the legendary service we have built our reputation on.  We value your feedback and thank you for allowing us the opportunity to coach our representatives accordingly.
Please do not hesitate to contact me directly with any questions and/or concerns you may have regarding your Cox services.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
[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

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
###-###-####

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 through the Revdex.com and would like to respond accordingly. 
Our records show that you contacted our customer service team on February 11, 2014 to dispute the rate of your services.  At that time, you were informed of the price change that was effective February 1, 2014.  It appears that our customer service team was able to add discounts to your service for 12-months.  The discounts that were added are the most aggressive offers available to our customers.  Unfortunately, the previous promotions that you were able to take advantage of are no longer available.
Our records also show that  a technician was sent to your home on April 22, 2014 responding to multiple service issues that were reported to our technical support staff.  The technician determined that there is an issue within the plant that services your area.  Your address has been referred to our maintenance department with an estimated response time of 48-72 hours.  I have issued a credit to your account in the amount of $140.52.  This amount is equivalent to 1-month of all service credit.
You reference in your complaint letter that you were previously offered credit that was not applied to your account.  I do not show record of any adjustments issued prior to the one that has been applied today.  It would be my pleasure to honor any previous credits that may have been offered to you.  Please contact me directly if you would like to discuss further.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, [redacted]
[redacted]

We are sorry to hear that our customer does not accept our resolution. While we understand that our customer may have received some misinformation previously our Executive Escalations Specialist explained our customers billing in detail. Currently we see that our customer has disconnected all services apart from their data services.  At this time our position regarding our customers billing has not changed. We thank our customer for bringing their concerns to our attention, and for being a valued Cox customer.   Sincerely       Cox Communications Executive Escalations SE Tell us why here...

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 addressed to the Revdex.com in regards to your experience with our service.
Cox has made many provisions to allow you to bypass our customer service team and work directly with our executive office.  My understanding is that you have direct contact information for our Vice President of Field Service, [redacted] and have had his information for several years.  Mr. [redacted], there are also notes on your account that indicate that you will only speak with a Director or above.  Unfortunately, Cox is not able to honor this request each time that you contact us.
A recent review of your account indicates that you contacted our Corporate office in Atlanta on October 20, 2014 to report issues with the level of customer service you received in trying to troubleshoot your cable card.  At that time, you were referred back to the local office.  Per your request, you did not want to speak with the Executive Resolutions Specialists and therefore you were contacted by the Manager, [redacted].  Prior to this Revdex.com complaint, October 20, 2014 was the last contact we had from you.  Prior to that was May 6, 2014.
Mr. [redacted], we apologize if you feel that we do not care about the level of service we provide our customers.  Cox prides itself on customer service and it disheartens us to know that we may have failed you. 
I am available for any additional feedback you may have on how we may better serve you.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

August 22, 2014
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 addressed your complaint.  
This is the second complaint that we have received from the Revdex.com. The first one is Case Number[redacted]and was closed on March 10th. Our response has not changed since February. Your account was disconnected for non-payment. You are responsible for the remaining balance.
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.
[redacted]  
Executive Relations
###-###-####

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 fear that your offer to contact you directly will only cause more insult to injury,  based off of my past experience with trying to get everything corrected from the closing of the account etc. In your offer I see in your response that you make a mistake in your facts. I was never given a JULY statement and you did not attach one, as per your records and the information gathered from COX reps, this account was sent to collections on 6/29, with the very last statement mailed from COX dated JUNE 14th, I had 24 days to pay the balance per your statement.  This is very deceptive and if you would put yourself in my position, it is very upsetting and very unfair. 
The account balance is also in question because of the COX representative never closing the account as I requested in the month of APRIL, instead letting the account run until COX disconnected as non payment as I would never had known, all I was expecting was a closing bill, not a threatening overinflated collection letter. 
There is so much misinformation with this account, all due to the COX rep not doing their job closing my account per my request.  Even the [redacted] reporting is wrong, in dates and amounts if what COX is stating as factual.  Another major concern is how did COX come up with the amount due if this account was never closed when I requested it to be closed, but closed as an non payment. 
If you need dates or more information I would be happy to provide them to you, but to call you will not be of any service to me, I need someone to own up to what  really happened here and fix it from happening again to other unsuspecting customers who close their account and then get insulted and treated badly.
I need the for you to acknowledge that you mislead me in to believing I had 24 days to pay the balance from the statement date of JUNE 14, by sending the balance to collections on JUNE 29. Then when it was paid within 60 days of an adjusted amount not knowing if it were correct or not, you took it back from the collection agency and told them to report even if it is not theirs and incorrect.
[redacted]

We are sorry to hear that our customer is experiencing issues with their data services. Upon receipt of our customers concerns our Field Service Escalation Team reached out to our customer and set up a time to review our customers concerns.  At the appointment time our Field Escalations Team...

was able to determine a Network issue that’s affecting our customer.  We immediately begin the process to repair our customers concerns.   The estimated time of resolution to our customers concerns is three to six weeks due to permits that are required; however we are committed to ensuring our customers concerns are addressed as quickly and efficiently as possible. We have issued our customer an adjustment in the amount of $ 150.00 for the issues our customer has experienced.  Our customer has their assigned Executive Escalations Team members direct contact information if they have any additional questions or concerns. We thank our customer for bringing their concerns to our attention and apologize for any inconvenience caused.   Sincerely   Cox Communications Executive Escalations SE   Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10348537, and find that this resolution is satisfactory to me.  I wish to thank Cox Communications for being an honest and fair business partner and applaud their efforts in this matter.  While I am disappointed that it took a measure of this magnitude to resolve this issue, I am pleased that Cox was able to take the necessary corrective measures to promptly resolve my concerns. 
Regards,
 
[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 in regards to services being added to your account without your authorization.  I have conducted a thorough review of...

your account and have determined the following: 
December 23, 2013 you contacted Cox customer service to dispute the trap charge that was billed to your account on November 22, 2013.  At that time, you were informed that the credit for the charge was applied on the same day.
On January 27, 2014, you contacted our customer service team to further dispute the trap charge that was billed to your account on November 22, 2013.  Again, you were informed that the credit was applied on the same day of the charge (see attached invoice).
You state in your complaint letter that premium services were added to your account without your authorization.  On February 19, 2014 the services were removed and your account was credited accordingly.  At this time, we are reviewing the call from January 27, 2014 to determine why these services may have been added without your authorization. 
Mr. [redacted], Please accept our apologies for the 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]
Office of the General Manager
Cox Communications, California
###-###-####

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 filed through the Revdex.com in regards to your pricing. 
In reviewing your account, we are disheartened...

to learn that we were not able to resolve your billing concern prior to you disconnecting your account.  I have provided feedback to the Supervisor of our sales representative that assisted you with your initial order. 
As a result of your experience, I have issued a credit to your account in the amount of $119.74.  This amount represents reimbursement of the payment you submitted on April 12, 2014.  This adjustment leaves a credit balance of $70.10 which will be issued to you in the form of a refund check.  Please allow 4-6 weeks to receive your refund check.
Mr. [redacted], we apologize for any inconvenience this may have caused you and your family.  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] L. [redacted]
Office of the General Manager
Cox Communications, California
858-836-7319

COX Is requiring its customers to rent a MINI box for service because COX is changing to all digital service starting 15 Dec 2015. The box is useless till 15 Dec 2015 but COX started charging me as soon as I received the MINI box. (27 Nov15) After a long conversation with their " Retention Personal" I received a credit to my account for all charges till 15 Dec. I'm sure many other customers are affected. I feel it is unjust to charge for a piece of equipment they say you must have but is unusable till 15 DEc 15

I received a call from [redacted] and unfortunately was at work and could not discuss further. She advised me to call the 858 number that was listed in the email after my work hours (6:00pm) and there has been no answer. I have now called twice with no response. Please call me to discuss this matter. No action or resolve has taken place yet. 
Thank you,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11899510, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I did have a voicemail from a 800 number yesterday which was from Cox, but a call back number was not provided by the gentleman. I have ordered Cox Business Internet and the serviceman is supposed to actually come today to install the new internet services. Thanks. 
Regards,
[redacted]

We are sorry to hear that our customer has concerns with their internet speed. Upon receipt of our customers concerns we have reached out to our customer, and committed to working with them to ensure their concerns are addressed.  Our customer has their Executive Escalations Team Members...

direct contact information. 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...

We are sorry to hear that our customer has concerns regarding their unresolved damage claim, and billing. Our Field Contract Leadership Team at Grayco Communications has made multiple attempts to reach our customer at ###-###-#### since March 17, 2016.  Each time they have left their direct...

contact information for our customer to return their call.  The most recent call being today (March 24, 2016) at 12:14 pm, without our customer returning these calls our contractor partners are unable to access the damage claim for a resolution.  Regarding our customers billing concerns, we notified our customer on their January 18, 2016 statement of our rate increase that took effect on January 7, 2016.  The rate increase affected our customer by an increase of $ 3.00 on their Starter High Speed Internet Services, and $ 5.00 on their Cox TV Essential Services; for a total increase in their statement of $ 8.00.  While we hate to increase rates at any time this increase was necessary to support additional investments in improving our services and increases in programing and business cost.  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