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.
 
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...

Dear [redacted]
In reviewing your account, it appears that on March 8, 2012 you contacted our customer service team to inquire on lowering your rate.  At that time, we added 12-month promotions that provided you with 20% off of your video service and 30% off of your phone.  These discounts did not lock you in at a set rate, just a set percentage discount.  Therefore, if our rates increased, you would continue to receive the set percentage off of the standard rate.  The above promotions expired on March 7, 2013.
You contacted us on March 3, 2014 and we were able to add another 12-month promotion that provided you with 20% off of phone and video.  Please note, that our rates had increased since your last promotion expired on March 7, 2013.  Therefore, you were paying a higher rate.
You contacted us on April 29, 2014 and we were able to add an additional 12-month promotion that provided you with 20% off of your internet service.
Mr. Harrison, please accept our apologies for the delay in responding to your Revdex.com complaint as the address that was provided for you was incorrect.  Our records show that we provide service to you at [redacted] [redacted] and your complaint letter states [redacted]
We do value you as a Cox customer, this is why we have agreed to honor the rate you sate you were quoted.
Please contact me directly with any further questions and/or concerns regarding your Cox account.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]

We are sorry to hear that our customer has concerns regarding a payment made to restore their services. Upon receipt of our customers concerns we reviewed our customers account and see that there was an error made when the payment was taken.  Upon discovery of the error we refunded the...

disputed amount back to our customer’s finical institution. Due to the varying times that finical institution post refunds we are only able to give customers estimates of times that funds will be made available by their finical institution. We understand that our customers refund taking a longer time to be refunded caused an inconvenience.  Our agents issued a $50.00 courtesy adjustment to our customers account on May 06 for the inconvenience.   At this time we are unable to justify issuing any additional adjustments to our customers account, as the balance was a balance due. Our customers Executive Escalations Team member attempted unsuccessfully on three occasions to reach our customer by phone, however they were unable to leave a voicemail due to our customer’s voicemail box not being set up.  We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience.   Sincerely   Cox Communications Executive Escalations Team SE Tell us why here...

We are sorry to hear that our customer had an unpleasant experience with our Leadership Team, and experienced issues with their services during the Thanksgiving Holiday.   We will pull all interactions with our customer and ensure training and development takes places in the areas that are...

needed. Upon reviewing the customer’s account we found that our customer indeed had a maintenance issue that required our Network Operations Team to come out and further troubleshoot.  From our customer’s comments in this complaint, our customer received some misinformation regarding our Maintenance Team time of repair.  Our maintenance team has up to 72 business hours to respond to a customer’s concern.  Unfortunately our customer service issues ran into the Thanksgiving Holiday, which is a day when all of our maintenance and field service teams are off.The reason our Leadership Team originally canceled the pending trouble call was to save our customer time.  Our leadership team was able to see there was a pending maintenance ticket that needed to be addressed before we took any further actions.  At the customer’s request when he called back on November 27 we scheduled another trouble for November 28, which the tech found that the maintenance issue was the cause of the customer’s issue.  On November 27 our customer loyalty team applied a courtesy adjustment to the account for the customers inconvenience in the amount of $25.00.  I have applied an adjustment to the customer’s account for their issues with their services from November 24 – November 30, which total’s 16.50.  The total adjustment that the customer loyalty team and I have applied to the account is $41.50.We thank our customer for bringing their concerns to our attention, and for choosing 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 addressed to the Revdex.com in regards to recent promotions that had expired on your account.
Please accept our apologies that you were not advised that these promotions would expire and you would need to contact us to discuss further discount options.  It appears that you spoke with one of our customer service representatives on July 14, 2015 and they were able to again reduce your rate.
As a good faith gesture, I have issued a 1-month service credit to your account.
Again, we apologize that the discounts were not thoroughly explained to you.  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
###-###-####

Complaint: 11765770
I am rejecting this response because:
The rented Cox single band modem was defective (see technician call recording), this is why no service charge should have been issued- ever.
The trouble call was b/c Cox rented router had reset my user name to 0000. 
I took 4 hours off work for this visit.
Technician did not notice I had the wrong router and had been over charged, after he left internet was still not working.
Called again, tried to trouble shoot over the phone but service rep had another technician come out. Cox tried to charge me $50 for this visit as well.
I took 4 hours off work for this visit
Internet still not working
Called a third time and found out the Cox rented single band modem was defective + cox had been over charging me for 9 months
A credit of $42.00 was b/c my account had been falsely charged.
No credit was offered for the loss of service over the 9 months for having low to 0 connectivity using Cox installed single band router.
When technician came to the house he had no history of issue nor did he have the new router I ordered with service technician (on the phone)
I took 4 hours off work for this visit
Internet finally working but considered "poor to fair" connectivity.
I do not believe Cox is a reputable business, I would opt out if there were other options in my area but this is not the case.
Reviewing points above does Cox feel they have resolved this issue and treated me as a valued customer?
E[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.
The reply is a blatant LIE.  If I have to, I will subpoena that tape.  I told the representative that I was also recording that call, and that I had my identity stolen, and that I would prefer to NOT give my number out.  She stated that there would be a deposit, and I said that would be fine.  I NEVER gave my social, and I swear it, and I can prove it.
I am OUTRAGED by the response from the COX representative.  
I have every call with Cox recorded as well.  I just replayed it, and I also replayed a conversation I had with [redacted]  from 2 weeks ago where she acknowledged the entire situation, and advised me that Cox ran my credit TWICE.
If they do not remove inquiry, I will proceed with ALL legal recourse, and they will pay my fees.  I will also notify the FCC and the L.A. Times.
Regards,
[redacted]

April 14, 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 addressed your complaint.  
 
The charges for the equipment have been removed from your account as of 04/07/15.
 
 
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 find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are sorry to hear that our customer has had issues with receiving his refunded balance.  Upon receipt of this complaint we reached out to the customer and he confirmed that he received his refund for the credited balance on the account on yesterday.  We do apologize for any...

inconvenience this has caused, and thank our customer for bringing this matter to our attention.

Dear [redacted],
 
Roman">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 we replaced the drop at your residence on June 14, 2016.  Has your service improved since the drop has been replaced?  As a courtesy, I will issue a one month credit toward your internet services and the credit 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 --------------------------------------------------------------------------------...⇄ /> [redacted]

We are sorry to hear that our customer does not accept our resolution, however are happy to hear that our customers service issues are now resolved. While we understand dealing with any service issue is time consuming and frustrating we are unable to compensate any customer for their time.  For the inconvenience of the service issues we have credited our customer for the installation of the new modem.  After applying the adjustment it leaves our customer with a remaining balance of $ 107.07. 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 Ms. [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 on April 1, 2016 you downgraded your cable services from the Advance TV package to the TV Economy package due to your monthly recurring charges being too high. 
 
On April 13, 2016 you contacted Cox regarding the On Demand channel and that you were not receiving it.  The representative explained to you that the TV Economy package does not include the On Demand channel.  Therefore you requested to remove the TV Economy package from your account and add back on the Advance TV package. 
 
Our records show we received a partial payment of $126.41 on May 27, 2016 which paid a portion of your April 13, 2016 statement.  At this time, you have a balance of $469.72 that is owed to Cox.
 

April 13, 2016 statement = $105.24
May 13, 2016 statement  = $179.71
June 12, 2016 statement   = $184.77       
(I have attached a copy of your statements for your review/records.)
 
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

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 with the Revdex.com in regards to your TV-Caller-ID.  Our records show that you recently had a...

trouble call scheduled for July 12, 2014 between 8-10pm.  This order was then cancelled by you with notes stating that you changed your mind.
In reviewing our internal records, we show that the TV-Caller-ID is currently working.  If you are still experiencing technical issues with this service, please contact me directly so that I can arrange for a supervisor to come out to your home.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
While I accept the resolution, I do want to let Cox Communications know about two points of clarification:
1.  When I modified my service package via their online system, the actual outcome that Ligaya references was not accurate.  The system did not correctly process my order.  So Cox should look into their online ordering system, as it appears that there are errors.
2.  Regarding the technician who came out to swap out the boxes.  According to the Cox Store representative, they were already crediting my account for the $50 installation.  The installation was waived because I had to come out to the store.  I originally called the phone number, and they stated that I had to go to the Cox Store.  When I got to the store, they told me that they had to send out a technician.  I asked why the person on the phone couldn't just set the appointment.  That's when he said that you only get the $50 fee waived if you got to the store.  When it's to resolve a quality issue related to their hardware, Cox should make it as simple as possible for their clients.
So if [redacted] would like to provide the $50 credit in addition to the DVR service credit, it would be greatly appreciated.
Regards,
[redacted]

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 we charged your Cox account a technician visit fee of $75.00 plus tax on October 6, 2016.  On October 14, 2016 a partial credit of $40.05 was applied onto your account for the technician visit. 
 
I have reviewed your account and issued a full credit of $75.00 plus tax of $80.10 onto your Cox account on October 21, 2016.  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 --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
[redacted]
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm

[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 11438240, and find that this resolution is satisfactory to me. With the exception that until the issue is resolved I still would like the complaint to be open. This issue has been ongoing since Feb. and was not a problem before the storm. Although several attempts has been made to correct the problem it is still an issue. 
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 filed through the Revdex.com in regards to the payment return fee billed to your account.  I have researched your concerns and have determined the following:
Our records show that since we issued a one-time returned payment fee  on March 12, 2014, the credit that was offered for your July 2014 payment was declined by the system.  However, since this credit was promised to you and it may have been our error, I have approved the additional credit.
On August, 29, 2014 the credit was applied to your account and will reflect on your next billing statement.
Please accept our apologies for the frustration we may have caused.  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 ###-###-####

Dear Mr. [redacted],
As stated in your previous complaint to the...

Revdex.com (complaint ID [redacted]), we have adjusted all charges on your account to reflect the $66.00 rate you were quoted.  Unfortunately, the equipment is non-refundable.  Based on this information, we must respectfully deny your request for reimbursement of the equipment purchase.
I am available for any additional questions and/or concerns you may have regarding your former 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 [redacted],
Thank you for allowing Cox the...

opportunity to provide your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to the equipment charge on your account.
As stated during our conversation today (October 21, 2015), although you have paid for the equipment, once it has been returned we will issue you a refund check in the amount of $81.01.  Please allow 4-6 weeks after returning the equipment to receive your refund check.  Also, I have updated your forwarding address to the address that is listed on your complaint letter.
Please accept our apologies for the misinformation that may have been provided to you.  I am available for any additional questions and/or concerns you may have regarding your former account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]