Cox Communications

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.
 
First and foremost, we truly apologize your Cox services was not installed on the scheduled date of November 5, 2016.  However, I reviewed your account and our records show that Cox installed your services on November 8, 2016.
 
Due to the inconvenience I have applied a courtesy credit of 100.00 toward your account.  The credit adjustment 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 8:00am to 4:30pm, Monday through Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄ /> [redacted]
*
[redacted]

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

Tell us why here...At this time our Position to our customers concerns has not changed.  Our Customer Experience Team reached out to our customer on December 4, and emailed the customer of a letter of apology for their convenience.We thank our customer for choosing Cox Communications.

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]

We are sorry to hear that our customer is experiencing issues
with their services.
Upon receipt of our customers concerns we have reached out
to our customer to schedule a time for our field leadership team to review our
customers concerns.  We have also ensured
that our customer is...

compensated for the issues he has experienced with their
services.
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 in regards to a recent billing dispute on your account.  I have reviewed the disputed payments and have determined the following:
Our records show that on June 5, 2015 and June 7, 2015, we received an online payment of $68.20 each.  On June 10, 2015 and June 11, 2015, the payments were returned by your financial institute.  As a result of the returned payment, your account was billed a returned payment fee of $25.00.  You state in your complaint letter that only one payment was returned by your bank.  After additional research and contact with your bank, we are unable to confirm that one payment was processed.
In order for Cox to reverse the payment and remove the returned payment fee, you must provide us with proof of payment.  You may fax this information directly to me at ###-###-#### or you can scan and email it to me at [redacted].
We look forward to resolving this matter for you as quickly as possible. 
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Revdex.com:
[redacted] Communications Business team responds to Revdex.com ID# [redacted] rejection information.   Business  management  will make contact with  this customer to review stated concerns.
Thank you,
The Customer Experience team

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

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]

Dear [redacted],
face="Calibri">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 our recent price change in March 2015.
You state in your complaint letter that Cox had a planned speed increase for our internet customers and you were advised that this increase would not affect your billing.  Cox did increase internet speeds on February 12, 2015 however, we have no record of you contacting us during this time.
On March 12, 2015 you contacted our technical support team to report that you were not getting the increased speeds.  At that time, you were advised that it could be your modem and if replacing your modem did not resolve the issue, we would need to send a technician to your home.
On March 18, 2015, you added a new modem to your account.
On April 15, 2015, you contacted our customer service team inquiring about the increased rate of your internet.  At that time, you were advised that customers were notified 30-days prior to the rate increase of the rate change.
On May 11, 2015, you contacted our customer service team to discuss the monthly rate for your internet service.  At that time, you were given a 12-month campaign that provides you with 10% off of your monthly internet rate. 
Cox would like to apologize if you were not reminded of the rate change during your calls to us on March 12th and 18th.  However, as previously stated, we did notify customers via their monthly statements.
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
###-###-####

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.Well the dates are not actually accurate because the customer did not document all of the calls, and you are not accounting for the fact that when the signal strength is poor, the internet did not work as well, which means I had to pay extra to get verizon wireless data to complete my online courses for schooling, which cost me an extra 50 dollars a month, so I think you should have accounted for that in your pricing and refund, and all of the time I took off of work, and the fact that we had to repair the roof 2 times because they stomped around up there even after I asked them to please be respectful of that, and I could have explained all of this if you had ever actually contacted me and we were able to speak together on this. I have had cox cable for 20 years at all of my residence and until the last 2 years I have never had a more discouraging experience with service, customer service, management lacking follow through, and having to take so much of my time calling, waiting on cox cable to come out, 3 times in one day, including a supervisor who had no idea what he was doing and made everything worse. I am quite disappointed and unsatisfied that this is the proposal you have come to and that you still didn't bother to take the time to call me and speak to me as a person, to explain all of the hassle and trouble I have gone through.  It rained on my bed twice after they got on the roof and stomped around claiming they fixed the problem and left and brought the same junky old replacement box,, and I had to steam clean my bed twice because they ruined the roof.  I don't really know what to say about this.  I guess there is nothing more I can do about this, and the lack of being responded to via phone to go over this, is extremely unprofessional.  I am a busy person as well, but the courtesy you stated to speak with you was not followed through. And to offer me roughly 350$ as credit for a duration of 6-8 months of cable and internet not working 90% of the time is really shocking.
Regards,
[redacted]

We are sorry to hear that our customer has unresolved billing concerns. Upon receipt of our customers concerns we reached out to our customer and our customer explained to us that all issues are resolved.  With the exception of the promise to receive one mini box free for 12 months.  We...

have placed a ticket with our IT Team to ensure our customers concern is addressed accordingly. We thank our customer for bringing their concerns to our attention, and for choosing Cox Communications.   Sincerely   Cox Communications Executive Escalations Team

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]

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

Dear Mr. [redacted],
Thank you for taking the time to...

briefly speak with me in regards to your Revdex.com complaint.  I have reviewed your Cox account and have determined the following:
Our records show that on October 16, 2014 you agreed to our Cox bundle package for $89.99 per month (not including taxes, fees and equipment rental).  This bundle included “Advanced” cable and Essential internet.  In review of your account, it appears that you subscribe to services outside of what is included in the $89.99 bundle.
Our records show that you subscribe to a higher tier of internet (Preferred) as well as premium cable channels (HBO and Showtime).  These additional services increased your monthly recurring charges by $64.54.  Again, this rate does not include the equipment rental fee of $19.99.  Although Cox is accurately billing you for the level of service that you subscribe, you have been provided with goodwill credits totaling $364.87 in hopes of restoring your faith in us.
Mr. [redacted], Cox would like to apologize if these additional charges were not explained to you at the time of install.  We will share this with the appropriate organizations within Cox that are responsible for ensuring our customers are provided detailed information to assist with their buying choices.
You also state in your complaint letter that you are experiencing technical issues with your cable service.  As you stated the boxes have been exchanged multiple times.  If you would like, we can have a member of our field service staff come to your home to thoroughly troubleshoot your service concern.
Based on this information, it does not appear that there is a billing error.  You may 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
###-###-####

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...

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...

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 in regards to your services being disconnected.  After a thorough review of your account, I have determined the following:
Our records show that on January 19, 2014 your services were disconnected for nonpayment.  Cox allows customers 7 business days to return equipment prior to equipment charges being added to your account.  Our records do not show the equipment was returned during the allotted time.  As a result, you were billed $122.00.
On February 3, 2014 you spoke with one of our customer service reps to inform them that you were promised 2-months of service credit due to previous service concerns.  At that time, you were issued a credit in the amount of $487.65.  This credit brought your account current.  However, due to the excessive delinquency on the account and returned check payments, you were required to pay a deposit to reinstate service.
On February 6, 2014 you paid the required deposit and your services were reconnected. 
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]
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 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
###-###-####