Cox Communications

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]

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]

Dear Revdex.com,
Cox...

Communications is responding to the complaint filed with your office on 11/5/2015 and assigned the complaint ID of [redacted].
On October 23, 2015 our customer incurred a returned payment fee from Cox Communications due to a payment being rejected from our customer’s financial institution. We have spoken to the customer and have agreed to credit the returned payment fee as a one-time courtesy. Our customer is satisfied with the resolution and no further action is needed.
Sincerely,
Cox Communications Executive Resolution Team

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...

Cox CT employs a "retention department" scheme to try to talk customers out of leaving their service when you call to cancel service. In my case, they kept me on the phone for 40 minutes before I could get the very nasty representative to transfer me to a supervisor. Their rates have gone up disproportionately vs. other services. I have moved to [redacted] which offers a lower price and many more stations than Cox and free (included in price) DVR's. [redacted] has a 3 year price lock. Under Cox, They wanted to raise me from over $56/mo to over %90/month, quite outrageous.
I would NEVER recommend anyone to sign up with this unethical firm (Cox). I was a customer for 28 years! The treatment I received was incredibly rude and inappropriate.
I would suggest that the Revdex.com make this information widely available.

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]

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

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

We are sorry to hear that our customer has concerns regarding their billing.  Upon receipt of this customers concern our Cox Business Leaders reached out to the customer to address their concerns.  We found no request in our system where our customer requested to have their services...

disconnected.  As a courtesy we have credited the Early Termination Fee ($4,024.07) to the account, as well as issued a credit for being inconvenienced when we had to swap out equipment earlier in the year($74.98).  We have educated our customer that they will need to return all equipment, and the remaining balance after the return of the equipment will be the balance due on the account.  We apologize for any inconvenience our customer experienced, and thank our customer for allowing us the unique opportunity to serve them through this venue.Cox Communications Executive Customer Relations SE

We are sorry to hear that our customer has concerns regarding the way our customer received their refund for equipment returned.   While we understand that our customer would like the refund placed back into their bank account, this is not the way this type of refund is issued.  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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.It's regrettable that Cox cares more about making a few extra bucks rather than being honest with their long term customers. Unfortunately this is the consequence of holding a monopoly in the cable business for our area.
Regards,
[redacted]

We have read our customers rebuttal and at this time we do not have anything additional to add. We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused to our customer.   Sincerely,   Cox Communications Executive Escalations Team SE

face="Calibri">Dear Mr. [redacted] ,
 
Cox would like to take the opportunity to address your complaint letter with the Revdex.com as we have addressed with your complaint to the FCC.  Our records show that you contacted our Cox technical support on September 5th and 6th to report slow speeds.  It was explained to you that your personal modem (not a Cox rental), needed to be upgraded in order to achieve the advertised speeds for the Preferred internet that you subscribe to (50 Mbps down 5 Mbps up). 
 
Mr. [redacted], our records show that you have had the same modem on your account since your internet install on 4/28/2011.  In addition, prior to your complaint letters, your last data trouble call was 8/6/2011 when the drop (outside cable) was replaced. 
 
As mentioned in our response to the FCC, I personally left you 3 messages to return my call.  If/when you return my call, I will arrange for a technician to go out with a test modem to validate our recommendation of a new modem purchase..
 
Please let me know if you need any additional information.
 
Respectfully,

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 residential and commercial account.  I have conducted a thorough review of what you have requested and have determined the following:
Our records show that on June 28, 2003 you established residential cable and internet service.  A modem was and still is assigned to your residential account.
On October 13, 2010 you established your commercial account "24-Hour Emergency Glass."  The services you selected were Business Internet and Phone.  A modem was and still is assigned to your commercial account.
You state in your complaint letter that you have requested for both accounts to be billed on one Cox statement.  Unfortunately, due to the difference in taxes and fees, we are unable to honor this request.  Our billing system is not designed to separate the difference in taxes onto one billing statement.
You also state in your complaint letter that Cox has overbilled you for internet service.  As a result of our records reflecting two modems assigned to your account, we have billed you accordingly based on the level of service you subscribe to.  If you have physically disconnected one of the modems, please contact me directly so that we can update our records.
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.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
858-836-7319

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 your Cox video service. 
You have provided sufficient details outlining your technical experience with our Contour service.  in reviewing your account, it does appear that you have had several trouble reports and technicians to your home since November 2014.  You have requested that Cox reimburse you all payments towards your video service since November in the amount of $1000.46.  Unfortunately, we must respectfully deny your request.  As you were able to enjoy the cable service however the communication between boxes continued to fail.
Our records show that since May 2015, you have been issued credits totaling $461.95.  As a good faith gesture, I have applied an additional credit of $250.00 to your account which will reflect on your next billing statement.
Mr. [redacted], please accept our apologies for the inconvenience we have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer has concerns with poor internet speed and reception. Upon receipt of our customers concerns we reviewed our customers account and found that they first reported issues with their data services on December 26, 2017.  At that time, we see our...

customer reported someone had told them they had the incorrect modem on their account.  At the time, our customer reported issues with their services they were using a Cisco DPC 3825 with their data services.  The modem is an 8x4 channel bonding with speeds of up to 150 MBPS on a wired connection.  This equipment does have the capabilities to give our customer the speed in which they subscribed. Reviewing our customers data usage over the last 90 days they have used more than 400GB of data each month.  Our customer was promised by our technical support team that we would apply an adjustment in the amount of $144.00 to the account for the issues he experienced.  Although there were no reported issues before December we will apply this adjustment since the adjustment was promised by our agent, however we are unable to justify any additional credits on our customers account. We see that the network ticket regarding our customers service issues has been resolved.  If our customer is still experiencing issues with their services we invite them to give our technical support team a call at (504) 304-8444. 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 [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 you were charged a tech visit fee of $75.00 on November 15, 2016.  However on December 12, 2016 Cox applied a toward the tech visit fee.  The credit adjustment of $75.00 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]
[redacted]
[redacted]
 
 
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11787708, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It took far too long for you to reply to the complaint, and the service in our area is still bad. The customer service representatives, 3 out of 4, were not helpful at all. They either failed to do what they said, or flat out lied to get us off the phone. If there was another company in our area that had a similar service, we would be their customer right now. You have a monopoly and you know it, so it does not matter how you treat people. If we want internet, we have to go to you or just hope someone else's technology improves and becomes practical. I want this incident on record so that others can see what you are doing.
Regards,
[redacted]

Dear [redacted],
 
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.
 
On your original complaint to the Revdex.com you stated that you moved to a non-Cox serviceable address on November 1, 2015 and you were unable to cancel your Cox services due to a 2 year contract. Our records show that you did not call into Cox requesting to cancel your services and you were also not on a 2 year Price Lock Guarantee ([redacted]) contract. Please be advised if a Cox customer was on a 2 year [redacted] contract, they can cancel at any time, however, an early termination fee would be charged onto their Cox account. .
 
[redacted], you were initially placed on non-pay disconnection status on October 10, 2015 however you made a payment the following day and your account was automatically removed from non-pay status. On December 10, 2015 you were placed on non-pay disconnection status, again, however you made a payment on December 10, 2015 and you were automatically removed from non-pay status.
 
Our records show on February 17, 2016 you called into Cox inquiring about your bill and there are notes indicating that you asked to speak with a manager or supervisor regarding your billing charges. Plus, there is no records showing that you requested to disconnect your Cox services, however, you wanted to speak with our Loyalty/Retention department but you were advised they were closed for the day.
 
[redacted], at this time, you have an unpaid balance that is owed to Cox.
 
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 --------------------------------------------------------------------------------...⇄
Executive Customer Resolutions Specialist, California
[redacted]

Revdex.com:
Please forward my letter to Ms. [redacted], COX Communications, below.
--------------------------------------------------------------------------------...⇄ /> 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.  I will wait for the business to respond to the issue stated below and, if it does, will consider this complaint resolved.
--------------------------------------------------------------------------------...⇄ /> Dear Ms. [redacted],
Thank you for your prompt response of February 25, 2015 to my complaint submitted on February 23.
Just to set the record straight, I did not request paperless billing on November 24, 2014.
Since online billing first became available years ago, my wife and I have refused to sign up or accept that type of service and, whether we are considered an anachronism or not, feel strongly that mailed statements have saved us time and grief over the years. 
Upon initiation of service with COX, on September 25, 2014, it was established that billing would be carried out by mail. As I recall, an unsolicited feature was the appearance of a "doomsday-clock-of-sorts" in our [redacted] online BillPay service that counted the days until the "trial" of paperless billing would end (60 days). I did not think it appropriate that COX and [redacted] had that kind of arrangement to "pop up" something into my [redacted] account service, but I had no way of stopping it. What I obviously did not know is that on "doomsday" the paperless billing would start, whether I wanted it or not. I consider that this software problem is abusive, and believe COX must correct it.
Two mailed statements were missing, not just the January one which your representative provided by mail after my phone call of February 18. By the time that I made that phone call I had submitted two e-mails through your internal "Contact Us" system. Neither one was answered. This lack of response to written messages submitted through your company established system, and finding during my second phone call (on February 25) that my account was still on paperless billing motivated my complaint through the Revdex.com.
I accept your assertion that the statement option has been corrected to "mailed", rather than "paperless".
Please follow-through with the issue of the lack of answer to customer e-mails.
Respectfully,
[redacted] **