Cox Communications

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.

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]

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.

We are sorry to hear that our customer is experiencing issues with her data services. Upon receipt of our customers concerns we have reviewed our customer’s account and attempted to reach our customer on 05/19 and 05/26 so that we can create an action plan to ensure that our customers concerns are...

addressed. Our customer has been assigned an Executive Escalations Specialist that will continue attempting to reach out to our customer to ensure that we address their concerns.  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 Tell us why here...

We are sorry to hear that our customer is still experiencing issues with their services. Our field service team has reached out to our customer to develop an action plan to ensure our customer’s issues are addressed. Our customers Executive Customer Relations Team Member will follow up with our customer to ensure her service issues are resolved. We thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer.   Sincerely   Cox Communications

We are sorry to hear that our customer is experiencing issues with her services.  Our Executive Escalations Team has made contact and has been working with our customer regarding her concerns since March 16, 2016.  Our customer has our Executive Escalations Team members direct contact...

information for any concerns regarding this complaint. We thank our customer for bringing their concerns to our attention and for choosing Cox Communications.   Sincerely   Cox Communications Executive Escalations Team SE

Dear Revdex.com:
Our  [redacted] Business...

team responds to Revdex.com case # [redacted]
Upon receipt of the information provided our Business Liaison immediately reached out to our customer to discuss the concerns as outlined to the Revdex.com.  In addition,  our Liaison dispatched  one of our technicians who reviewed the location to ensure the Data was in good speeds and the phone service was working without any issues. Also, our Field and Construction  management team advised our Liaison that the cable lines had been run the way the building manager requested. Also, the lockbox to the building property is not in place because of upcoming renovations to the building.  If the customer is not happy with the way the drops were hung, our customer would need to speak to their building manager.
Finally, our customer opted to not  work with the Business Liaison .  We appreciate our customers patronage and our business management team would be glad to review any further concerns that had not been addressed.  We request our customer e-mail that contact with the request for mangement - so that team can then reach out to our customer. 
 Thank you,
The Customer Experience team

We are sorry to hear our customer has concerns regarding the data plan (Data Cap), and their experience with downgrading their services. Data Plans (Data Caps) are included in all of our High Speed Internet packages. About 95% of Cox customers are currently on a Data Plan that more than adequately...

meets the monthly needs of their household. However, some households, particularly those with multiple Internet users that enjoy streaming TV or movies, may want to select an Internet package with a larger data plan.  We want our agents to ensure the package that our customer is choosing is a package that will meet their needs; we don’t want any customer to have any surprises. Our customer can find more specific information about our Data Plan limits by going to our website or using the link below that will take our customer to the “Cox high Speed Internet Acceptable use Policy”.  We ask our customer to review item 12 “data usage, data storage, and other limitations” our customer will find the information that was given to her by our agent was correct. We thank our customer for bringing their concerns to our attention and for being a Valued Cox customer.   https://www.cox.com/aboutus/policies.html (Cox High Speed Internet Acceptable Use Policy) https://www.cox.com/aboutus/policies/speeds-and-data-plans.html (Speeds and Data Plans information for High Speed Internet Service)   Sincerely   Cox Communications Executive Escalations Team SE Tell us why here...

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">May 14, 2015
 
 
Ms. [redacted]
c/o [redacted]
[redacted]
[redacted]   [redacted]
 
Dear Ms. [redacted]
 
This letter is in response to your complaint.
 
Cox received your complaint .    When Cox’s account executive, Ms. [redacted], was contacted pursuant to your complaint, she reported that she had spoken to you on April 20, having apologized to you for missing the opportunity to return your call on April 16.  
 
She advised that you had confirmed to her that for the time being, despite an increase in price that would result from exiting your existing commercial contract, you and Mr. [redacted] would prefer to proceed with a month-to-month arrangement  for the business and to remove television service from your bundle of services.    Ms. [redacted] provided Cox’s assurance to you that the television service would be removed from your account and charges would be credited retroactive to January 1, 2015, the date when you had originally contacted Cox to cancel this service.  She confirmed to us that as of April 20, you had stated to her that you were pleased with the actions Cox’s team had taken on behalf of your business. 
 
Ms. [redacted] states that since April 20, Cox’s team has been in regular contact with you to assist with your account.  As of May 12, Cox has received the newly signed month-to-month contract from your office and is currently in the process of working with you to schedule an appointment at your convenience for a technician to complete your new work order onsite, in order to ensure that services have been provisioned correctly. 
 
Again, Cox sincerely regrets any inconvenience or misunderstanding, and appreciates the opportunity to assist you and Mr. [redacted], as a valued and longstanding commercial customer, in resolving your complaint.

At Cox Communications our Customer Satisfaction is our number one goal.  When...

researching the customer’s account we found no mention of any promises of a gift card, or campaigns that were added that would qualify the customer for a gift card.  We do acknowledge that our customer called in June to see if she qualified for the gift card, and our agents explained to her at that time she does not.  We apologize for any misinformation or miscommunication that occurred regarding a free phone with install.  Free phones are only given to customers who self-install their services, due to they do not use the jacks in the home.Looking at the equipment that the customer had on the account we see the customer subscribed to our Contour services.  Our Contour service requires special boxes, which are the newest boxes that we have currently to date.We have also have reviewed the account for calls regarding service issues with the services.  We have found that our former customer called in on July 20 reporting issues with VOD, our technical support team sent signals to the box which resolved the issue.  We compensated the customer $10.00 for the inconvenience, while the customer actually pays $3.84 per day for the cable services.  We know that by sending the signal this did resolve the issue because the customer then ordered an On Demand movie.  If our customer had any issues beyond this point with the services, we were not notified, so we did not have an opportunity to repair any unresolved issues.  While it is true that we bill our services a month in advance our former customer has not made a payment on the account since 06/23.  The balance on the account is correct at this time, and there are no additional credits that are due on the account.We thank our customer for bringing their concerns to our attention, and hope that we will be their choice in the future. Thanks  [redacted] Executive Escalations Representative

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10291079, and find that this resolution is satisfactory to me. 
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 unreturned equipment charge on your account.  I have reviewed...

your account and complaint and have determined the following:
You state in your complaint letter that you visited our retail location on Euclid and Federal to return your equipment and you were provided with a box and FedEx shipping label to mail in the equipment.  Cox retail policy is and has been to accept and process payments as well as equipment.  In addition, we do not have a shipping agreement with FedEx to process our equipment returns or deliveries.
Based on this information, in order for us to process the return of your equipment, we ask that you provide us with a tracking number to confirm our warehouse received the outstanding equipment. 
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 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 your Cox HomeLife service was disconnected on September 5, 2016 at [redacted].  At the time of disconnection, your account was set up as an “Account Assumption” instead of a regular transfer to your new residence therefore an early termination charge was generated of $688.37 onto your closed account. 
 
Please be advised that I have waived/credited the early termination charge of $688.37 onto your Cox account on October 20, 2016.  However, there is an outstanding balance of $49.01 that is remaining on your closed account for a wireless router that has not been returned to Cox.  The wireless router serial is #[redacted].  Please return the equipment at any of our Cox Solution Stores.
 
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, 8:00am-4:30pm
 
 
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.
THE email from COX cable that says they called but received a FAST busy signal just means that I was on the phone talking to someone else.   The good news is COX after over a month, made the correction to my service for the phone.  The bad news is since they are my phone company , they should know that this busy signal means I was on the phone-   since I had my account, I want a busy signal to prevent other callers from bothering me while I was on the phone, someone in their office changed it to go to voice mail, instead of a busy signal.  The reason I like busy signal is I do notlike being interupted  while I am on the phone, and also recieiving incoming calls makes out going faxes I send fail , and I get poor line connection .  SO one problem has been fixed ( I am glad that the fast busy signal was heard when they called ) now my service is how I want it to remain this way.  What they should have know is to try and call me later if they heard a busy signal.  I found out that this problem was corrected when I called last night.    I was also promised a CREDIT to my account which  have not received for this phone issue ,   I did have another problem also with internet for a few weeks and was told I would get a credit for that, each time I called,  I found out that I only got ONE credit for that and no credit for the problems I have had with the phone
I am home now, I am going to try and call the person that responded to my complaint now
I CALLED [redacted] again , and JUST left her a voice mail message at 319pm, I explained on her voice mail JUST now that if she gets a fast busy signal, to please call back in 15 20 minutes or so 
IF I DO NOT answer, she can leave a message in my voice mail 
Regards,
[redacted], [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10249477, and find that this resolution is satisfactory to me. 
Regards,
 
[redacted]

We are sorry to hear that our customer decided to disconnect services because of our stance on this complaint.

Dear Revdex.com:
Cox Communications Customer Experience team responds to Revdex.com case# [redacted] regarding the issue with our former customer's  refund delay.
First and foremost, we apologize  that you experienced this overall delay. Originally, your first name...

on your account was incorrect and the reason your refund check was  sent out incorrect until you notified us that the first name was wrong.   Upon receipt of your information to the Revdex.com, we alerted the team that processes our refunds and your check is now being expedited. This check should be  received in about a week or less.  Also, one of our supervisor's reached out to you at the  number available and provided their  contact number in the event further assistance is needed regarding this matter.
Thank you,
 The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the...

complaint filed with your office on 06/25/2015 and assigned the complaint ID of [redacted].
The offer our customer saw when logged in to their account appeared in error.  We are working to correct the page so only offers valid for a specific account can be see when logged in to that account.  We have worked with our customer and have been able to provide the services requested and honor the original offer. 
We apologize for the circumstances that led to this complaint and hope that we have met our customer’s expectations now that this matter has been resolved. 
Sincerely, Cox Communications Executive Resolution Team

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.
[redacted],
Do the notes that you have referred to also include the offer to stay with Cox Communications for one year and in doing so I will pay a monthly rate of $78.18 
Cox Communications made me the offer to keep me as a customer otherwise I would have cancelled that very day in April of this year. This clearly now appears to be "Bait n Switch", I took the bait and later came the increases. I will continue as I agreed in April to pay $78.18 each month until April 2015.
 
 
Regards,
[redacted]