Cox Communications

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

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

Dear [redacted],
Thank you for this additional information.  In reviewing the attached [redacted] statement, the billing period is from January 3, 2014 through February 2, 2014.  We do not have record of a request from you to disconnect services prior to January 24, 2014.  Typically, all new services will be billed during the billing cycle of any active service you may have.  If you are able to provide confirmation from [redacted] that your internet service was installed on January 2, 2014, we will consider having the debt removed from your credit report
Respectfully,
[redacted]
Office of the General Manager, Cox California

8.5pt; font-family: 'Segoe UI', sans-serif;">Dear Mr. [redacted],
 
We are in receipt of your request to have your address removed from all marketing material generated by Cox.  I have submitted your request to our corporate marketing team.  Please allow 6-weeks from the date of this response for all Cox vendors to be notified.
 
We have also coached our representatives in regards to the process of having "non-customer" information updated.  Thank you for this feedback.
 
Please contact me directly if you receive marketing material after the 6-week grace period.
 
Respectfully,
 
 
[redacted]
 
 
Office of the General Manager
Cox Communications, California
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Dear Ms. [redacted], 
Cox would like to apologize for the inconveience caused with our recent change in store hours.  Per your request, a credit of $56 has been applied to your Cox account. 
Please contact me directly with any additional questions and/or concerns you...

may have regarding your Cox account.
Respectfully,
[redacted]
858-836-7319

Complaint: 11400116
I am rejecting this response because it does nothing to resolve my pain.
Regards,
R[redacted]

Dear Ms. [redacted],
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 the equipment balance on your former account.
As a good faith gesture, I have removed the outstanding equipment and your account will be credited during our nightly processing. 
Please accept our apologies for any inconvenience we have caused you.  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]
Executive Office of the Regional Manager
Cox Communications, California
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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 left two detailed messages for Ms. [redacted] with the information that she had requested. Her answering machine states that she will get back to the caller within one business day. It has been a week and I have not heard back from her so that leads me to believe that Cox is not taking this issue seriously.
Regards,
[redacted]

UI','sans-serif'; FONT-SIZE: 8.5pt; mso-fareast-font-family: 'Times New Roman'">Dear Mr. [redacted],
As stated in our response to your Revdex.com complaint (file [redacted]), the installation fees were credited to your account on November 26, 2014.  You were provided with a copy of the billing statement that reflected this adjustment.
You state in your complaint letter that you returned the equipment on December 12, 2014.  However, according to the USPS tracking number you provided us ([redacted]), the equipment was returned today, December 29, 2014.  In addition, the serial number of the equipment returned was not legible therefore; we would need to verify whether or not it is the equipment that was assigned to your account.
On December 26, 2014, you contacted our corporate customer relations team disputing the balance on your account.  At that time, you were advised of the returned payment made to us in the amount of $249.74.  You were assessed a $25.00 return payment fee which was credited by our corporate office.  In addition, you were given 1-month credit for cable.
Based on this information, Cox must respectfully deny your request for additional credits.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox...

the opportunity to serve your communication needs.  I am in receipt of your complaint letter, message to our corporate headquarters and your direct message to me. 
On behalf of Cox Communications, I would like to apologize for your experience when visiting our retail store.  We are currently investigating your claim and will be sure to coach each representative as necessary depending on the results of the investigation.
I have also forwarded your concerns to the Director of retail, [redacted].  It is my understanding that he left a voice message for you on June 24, 2014. 
Again, please accept our apologies for the level of service you received.  This is not the level of service we have built our reputation on.  If you have any additional feedback and/or concerns regarding your Cox account, please do not hesitate to contact me directly.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
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We are sorry to hear that our customer is experiencing issues with their services. Upon receipt of our customers concerns we reviewed our customers concerns and currently have our Network Operations Team looking further into our customers concerns. We will ensure to update the customer and the Revdex.com...

accordingly once the issues are resolved.  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...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10172603, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I see absolutely no remorse/concern on behalf of the company concerning the gross incompetence and lack of ethics concerning their local staff. Once again, their inability to show up to connect service in a timely manner and lying about it (in addition to lying about their rate plans) is totally inexcusable. I'll be taking further action ASAP. I actually was trying to disconnect service the entire 2 months I had it, but their "customer service" was impossible to contact.
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 filed through the Revdex.com in regards to your pricing.
Mr. [redacted] if your TV has a built in digital QAM tuner, you are not required to rent a cable box.  However, there are certain channels that cannot be picked up with a digital QAM tuner.
It would be my pleasure to have someone contact you to discuss what channels you will have access to once the cable box is removed from your account.
Please contact me at your earliest convenience so that we can assist you.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]

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] [redacted]

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 a refund check that has been issued in your late husband’s name. You are requesting that Cox reissue the refund check in your name.
Unfortunately, all refund checks are processed in the name of the Cox account holder.  If you have a power of attorney, you should be able to deposit and/or cash the check on behalf of your late husband.
Please accept our apologies for any frustration this may have caused you.  I am available for any additional questions and/or concerns you may have regarding Mr. [redacted]'s former account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Dear Mr. [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 I would like to apologize for the inconvenience we put you through regarding the $30.00 early termination fee. 
 
Per our phone conversation that took place on October 21, 2016, the early termination fee was waived on your closed Cox account on October 10, 2016. 
 
In the event you receive another billing statement from Cox, please contact me, directly, so I can ensure we address this error in a timely manner.
 
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
 
 
Tell us why here...

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/8/2014 and assigned the complaint ID of...

[redacted].
Cox Communications extends a sincere apology to our customer regarding the experience that led to this escalation.  The agent that presented the offer to upgrade the [redacted] to [redacted] explained the upgrade without including all taxes and fees and did not fully describe the channel changes that would result.  The issue with getting the specifically requested channels on the TV was a result of the work order that was entered being incorrect.
The technical support agents that assisted in trying to get the proper channels to our customer followed the appropriate steps for troubleshooting a specific missing channel issue but did not realize what level of service was on the account.  In an effort to correct the original error our customer was offered a package with the campaigns that were available to the agent with whom they were speaking.  When our customer requested the disconnection of the TV services they were quoted the a la carte price for internet which would have been discounted with an available campaign.
We have spoken with our customer and have agreed to provide the requested channels at the rate originally quoted for 12 months.  Should our customer have any additional concerns regarding this matter they have been provided with a direct contact to our office.  
Sincerely, Cox Communications Executive Resolution Team

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 recent install.  We have reviewed your account and have determined the following:
Our records show that when you placed your online order, there was an error in the promotional rate that was listed.  The website listed your total savings as the monthly recurring rate.  We thank you for bringing this error to our attention.
As a result of this error, we have issued a lump sum credit to your account in the amount of $409.85.  This amount was figured as follows:
Amount you are being billed:   $64.99 (not including taxes and fees)
Amount quoted online:              $31.01 (not including taxes and fees)
Difference:                                  �...⇄ x 12-months = $383.76 (not including taxes and fees) $409.85 (including taxes and fees)
Please accept our apologies for any inconvenience this has caused 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
Cox Communications, California
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Dear Revdex.com:
#1f497d;">
Cox Communications Executive Resolution team responds to our customer’s request for case #  [redacted].
Cox Communications  adjusts  pricing due to several factors such as the rising cost of programming, economic climate and increased cost of doing business.  Cox tries to absorb some of the cost increases, although we  cannot absorb all of it and continue to  strive to negotiate lower pricing with the  programmers and vendors.  Do know, many of our competitors have raised prices as well, facing the same challenges with increasing costs.  In addition, Cox has made significant investments in its network over this past year in order to launch many new products and features based on clear insights from many of our customers.
With respect to paying for  services without the extra channels or items such as phone features as our customer mentioned in their e-mail, Cox negotiates with parent companies that own multiple television networks, /or services that are contracted often stating  to Cox that Cox must offer a variety of tiers of services or all of the parent company channels in its lineup together which accommodate different tastes or budgets.       
Also, Cox promotional discounts and packages  provide our customers  with a vast  selection  in order to meet many of our customer’s needs and their budgets.  Finally, we’ve reviewed our customer’s account and found we are providing a discount in the amount of $80.97. The base rate for all three products, movies channels, equipment and  phone features services is $196.32 with the tax the monthly rate is $222.52 until package discounts expire and then our customer would need to renew into new available discounts.
 
 Unfortunately, we do not have any additional discount that  we could provide to bring the rate to $170.00 as our customer requests. We did review that over the past month our customer requested a credit in the amount of $240.00  for being a loyal customer, not missing a payment along with basically the same information as mentioned in the e-mail to your office. For overall good relations, our E-Care team provided our customer with a one-time credit  in the amount of  $134.66 which posted to the customer’s account on 6.12.14 right after the bill was sent out.
We appreciate our customers patronage, although  we have no  further  discounts that we can add to provide a deeper discount than currently provided.   
Thank you,
The Executive Resolution team

Dear Mr. [redacted],
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 your Cox statements. 
I have confirmed that your account is set up to receive paper statements on a monthly basis.  In reviewing your account, it appears that the request for paperless billing was done online on November 24, 2014.
During your call to us on February 18, 2015, our customer service representative mailed you a copy of the statement you did not receive but failed to change your account to a paper bill.  As a result, when you called in on February 23, 2015 your account had not been corrected.
Mr. [redacted], Cox would like to apologize for any inconvenience we may have caused you.  I can assure you that your statement option has been corrected. 
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]
Executive Office of the Regional Manager
Cox Communications, California
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