Cox Communications

December 17, 2014
 
 
 
We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention.  The complaint that she filed was sent to our attention for research and resolution.  We are sorry to hear...

that our customer felt that she had no other recourse than to contact the Revdex.com to get her concern resolved.  We apologize for the poor customer experience that he encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have reviewed your complaint and account.
 
We processed a refund check in the amount of $46.83 on 01/02/15. The check will get mailed on 01/06/15. After speaking with you we agreed that an additional credit of $32.68 was need to make the account balance correct. You currently have a credit of $32.68 that we agree will go toward your February balance.
 
Please allow me to reassure you that we have addressed all of your concerns.
 
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
###-###-####

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 Home Security experience. 
I would like to extend an apology to you on behalf of Cox in regards to the unresolved issues you have outlined in your complaint.  In reviewing your account, it appears you spoke with a Supervisor today and we have a trouble call scheduled for tomorrow to resolve your technical issues.  I personally have requested that we conduct a thorough billing review of your account to confirm that all charges are accurate.  Please note, we did receive a returned payment in the amount of $1, 616.79 which has affected your account balance.
Mr. [redacted], you should receive a follow up call within 48-hours.  If this does not occur, when its convenient for you, please contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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 write off ballance should be 0 dollars and 0 cents.
Please contact me ASAP at 6[redacted]
If we don't make progress I will have to consider writing directly to cox headquarters as well as filling a complaint with the FCC.
Regards,
[redacted]

Dear [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 a recent payment made to your account.
Our records show that when Cox attempted to process the credit card payment referenced in your complaint letter, we received a rejection from the bank.  This resulted in the online check/credit restriction being added to your account.  After reviewing your complaint letter, I have authorized that this restriction be lifted.
Please accept our apologies for the inconvenience this may have caused you and your family.  I can assure you that your account has not been sent to collections.   Please contact me directly if you have any additional questions.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]

Dear [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  I have reviewed your account and have determined the following:
Our records show that on January 14, 2014 you requested to disconnect your Cox account.  At that time, you were...

informed that your account was already pending disconnect for non-payment. 
You state in your complaint letter that you were informed that the account had a zero balance.  For your convenience, I have attached your billing statements that were mailed to the service address.  Cox did not receive payment on your account therefore, services were terminated.
As a good faith gesture, I have backdated the disconnect date t January 14, 2014.  This leaves a remaining balance of $98.23.  Since this is a valid debt, Cox must respectfully deny your request to cease collection activity.
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
[redacted]

Dear [redacted],
 
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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 have the Ultimate internet services
which retail for $99.99 a month, however, you have a 12 month promotion for
$84.99.  The promotional discount is from
May 4, 2016 thru May 3, 2017. 
 
Our records show the field technicians and technical support
teams have advised that you are receiving the speeds you are paying for.  They determined this by running speed tests
and a ran a history of on your modem.  However,
as a courtesy, I will issue a 1 month credit of $84.99 onto your Cox
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 9:00am
to 5:30pm, Monday through Friday.
 
Best Regards,
 
COX [redacted] 
[redacted]

Dear [redacted],


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.

I have contacted the Fraud team regarding your complaint to the Revdex.com.  They will be sending you a Fraud packet and you should receive it in the mail shortly.

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]
[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.
Hi,
Can you please ask Cox to send me a bill for the new amount of $100.83 ?
Cox just sent me a bill for $422 and when I call them, they say they don't know anything about this Revdex.com dispute.... Please advise what to do.
Thank you
Regards,
[redacted]

Dear [redacted]l,
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 attempt to set up service.  You state in your complaint letter that you have a copy of the promotion that you reference in your complaint letter.
So that we can better serve you, please fax or email me a copy of the promotion and I will be sure that our sales team will honor the advertised rate.
You can email me at [redacted] or you can respond to the Revdex.com complaint and attach the supporting documentation.
I look forward to hearing from you soon.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]

We are sorry to hear that our customer does not accept our resolution. Our customers assigned Executive Escalations Technician returned each of our customer’s calls.  Our customer acknowledged that she was unavailable at certain times due to work, or other obligations.   Our escalation technician went to our customer’s home on January 26, 2017 to review our customers concerns.  Our technician was able to determine our customers issues were being caused by third party equipment.  Our technician installed an Arris Gateway in our customer’s home to resolve our customers concerns. Our customer has their Executive Escalations Team members direct contact information should they have any additional questions or concerns.  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

We are sorry to hear that our customer experienced issues with their services. Upon receipt of our customers concerns we reached out to our customer who confirmed that their service issues are resolved.  We have issued a total adjustment of $74.20 for the issues our customer...

experienced.  Realizing that this is was a frustration experience for our customer we have issued an additional $20.00 adjustment as a one-time courtesy. Per section four of Cox Communications High Speed Internet Acceptable Use Policy section 4, residential services are designed for “personal, non-business-related use”(included below).  Understanding that our customer is using the residential services to work from home, we are unable to justify issuing adjustments for time off work, or revenue lost due to the internet services being intermittent.  Additionally, looking at our customers data usage we see consistent daily data usage with most days more than 5GB of data.  We thank our customer for bringing their concerns to our attention and look forward to servicing their entertainment needs for years to come.   Sincerely       4. Commercial Use. The Service is designed for personal, non-business-related use of the Internet and may not be used for commercial purposes. Tell us why here...

Dear [redacted],
Again, we apologize if you were not informed that you were taking advantage of a promotion that has now expired.  You may contact our retention team to determine if you are eligible for any additional discounts.  You may also contact me directly with any additional questions.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

I have attached the most recent correspondence from the business I have submitted the complaint on. To the best of my knowledge, the address on the attached bill is the one to use.Thank You,[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.They are saying they don't care. This is not okay, and I see now that I will have to take this matter up in person.
Regards,
[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.
a) First of all, I appreciate the fact that the response might have been made by a smart person. Because the person intentionally ignored my claims written in the "desired outcome." Mean[redacted], the person forgot to address the late payment fee that I had pointed out in previous message as 8/7 incident. Please read it again. The fee is $4.75 on a bill dated 7/28. COX needs to delete it.
b) Let me know if COX agrees on above a) and COX makes sure below 3 things.
    - COX will issue a credit of $348.24 on next bill as written in the response.
    - From next bill to 12th month bills will be $139.49 as all inclusive including tax and no other fees but next bill will also have above $348.24 credit. Also from 13th to 24th month bills will be $159.48 ($139.49 + $19.99) as all inclusive including tax and no other fees.
    - Next [redacted] COX responds, COX will include the employee's full name who is responsible for the response and will include contact information of him/her.
c) If COX does not like to agree on above a) and b), COX needs to answer one by one for my previous claims listed in the "desired outcome." Because COX intentionally ignored them in their response. Also COX should know their response is illogical. Although COX says "our records show", COX's record is nothing. No evidence and no logic. Just in case, I quote the previous "Desired outcome" below.
Mean[redacted], If COX agrees on above a) and b), COX can disregard this c).
Desired Outcome:
 
1) Apologize for this trouble, bothering me and wasting my
[redacted].
2) Correct the bill. $124.98/m in total is the right price.
3) Tell me the reason why COX never returned my call and
never sent confirmation Email.
4) Tell me if this overcharging is intentional or by
mistake.
 
If COX does not like to do above,
1) Show me an evidence that I agreed on prices other than
$124.98.
2) COX can terminate their service with 2 months prior
notice and COX needs to talk to [redacted] Cable to set it back to me.
3) Compensate the [redacted] I was forced to waste by COX.
4) Return a tip I paid to your technician of installation.
Over
Regards,
[redacted]

Dear Ms. [redacted],
size="3">Thank you for allowing Cox the opportunity to provide your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to the billing on your account.  I have reviewed your account and have determined the following:
Our records show that on December 12, 2012, you signed up for a Cox bundle which included the following services:
·         Advanced cable
·         High speed internet
·         Cox digital telephone
o   Active Lifestyle package required for bundle
As are result of you bundling your services, you received a monthly discount of $16.44.  In your complaint letter, you are disputing the Active Lifestyle package and are requesting a refund.  If we honor this request, it will result in us billing you back the discounts you received ($16.44 - $5.95 = $10.49).
·         $10.49 x 29-months = $304.21 would be billed back to your account
You also state in your complaint letter that Cox has overcharged you$400.00 for in error.  Review of your account indicates that we inadvertently billed you for equipment charges totaling $334.81.  This was credited back to your account on May 19, 2015. 
Your account currently has a credit balance of $247.23 which has been refunded back to your [redacted] card ending in [redacted].  Please allow 3-5 business days for processing.
Ms. [redacted], Cox would like to apologize for its error and are hopeful that we will be able to restore your faith in us.  Please feel free to contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
Office of the Regional Manager
Cox Communications, California
###-###-####

The response is unacceptable as Cox has sent 3 different technicians to my house on 3 different occasions to remedy. Upon the last failed attempt I was told by Cox management that Cable Card systems do not receive all the channels as Cable Box systems. This is in direct conflict to what Cox's documentation states and I will repeat my complaint. Either give me the channels I am paying for OR reduce my bill proportionally.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

We are sorry to hear that our customer has concerns regarding the amount of the gift card received. Upon receipt of our customers concerns we have reviewed our customer account and found that that for the level of services our customers subscribes they are only to receive a $100.00 Visa Gift Card....

 Striving to live up to our mission statement to be the most trusted provider we are willing to apply a one-time courtesy adjustment to our customers account in the amount of $100.00 for any miscommunication regarding our customers concerns. We thank our customer for bringing their concerns to our attention and apologize for any inconvenience caused.   Sincerely   Cox Communications

We are sorry to hear that our customer does not accept our response.  We attempted to reach our customer again on today at the number on the complaint (504-358-3225), there was no answer we left a detailed message inviting our customer to give a call to our Technical Support Team at 504-304-8444 to schedule an appointment for us to address her concerns.  We would like to confirm to our customer that the $40.00 credit promised on May 08, 2016 was applied to the account. We thank our customer for bringing their concerns to our attention, and for being a valued cox customer.   Sincerely   Executive Escalations SE Cox Communications Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10945325, and find that this resolution is satisfactory to me. 
Regards,
[redacted]