Cox Communications

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 am not satified with 10%.  No other incentive was offered due to the lack of service (customer and internet connection).  Nobody once said for your troubles since we can't change your rate (lie) we will raise your internet speeds, or offer cable.  Pathetic
Regards,
[redacted]

We are sorry to hear that our customer has concerns regarding the price promised with her services.Upon receipt of our customers concerns we reached out to our Sales Supervisor who confirmed that he reached out to our customer regarding their concerns.  Our Sales Supervisor reports they...

explained to our customer that our records show she was notified of the step up in price from months 13-24.  Additionally we offered to credit our customer the difference for one month of service for any miscommunication.  However, our customer declined.  Our customers assigned Executive Escalations Team Member attempted to reach her to discuss their customers concerns further however, there was no answer.  The Executive Escalations Team Member has left his direct contact information for our customer to give us a call at their convenience.  We thank our customer for bringing their concerns to our attention and look forward to assisting our customer with resolution of their concerns. Sincerely  Cox CommunicationsExecutive Escalations Team SE

December 1, 2014
 
 
 
We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention.  The complaint that he filed was sent to our attention for research and resolution.  We are sorry to hear...

that our customer felt that he had no other recourse than to contact the Revdex.com to get his 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.
 
I spoke with [redacted] about the complaint. We agreed to disconnect the phone service, HBO, and Starz. We added the Movie Pak and Sports and Info Pak. The changes lowered the monthly rate to $136.05 for 12 months. We also agreed to apply a credit, agreeing that you will be responsible for only $100 of the current balance due on the account.
 
The modem you have is a phone modem, but is owned by Cox. A modem is currently in the process of being shipped to your home free of charge. Please return the current modem you have at the home once you receive the new modem.
 
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
###-###-####

We are sorry to hear that our customer has concerns with their billing. Upon review of our customer’s account we reviewed the account and see that our customer spoke with someone on April 19, 2017 who issued a credit in the amount of $154.13 to our customers account.   The adjustment will...

appear upon the May 15 statement and has reduced our customer’s current balance to $ 93.50. 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 Mr. S[redacted],
 
Cox Communications (Cox) is in receipt of your “rebuttal” 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 apologize that I did not address your initial concern regarding the yearly Cox rate increases. 
 
Cox has continued to invest heavily in developing an array of new enhancements with our video services as well as faster internet speeds/offers.  Therefore, investment in our services and the increased cost of doing business has made it necessary for Cox to increase prices on our services.
 
We continue to invest in our network and advance technology to deliver the services our customers want.  For example, there is access to more networks anywhere using multiple devices like computers, smart phones, and tablets.  Plus the ability to surf, download, and stream faster with more devices using superior internet and access to the fastest in-home WiFi.
 
The entire industry is subject to cost increases and our competitors regularly increase their prices as well.
 
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 --------------------------------------------------------------------------------...⇄ /> Tell us why here...

Dear Mr. [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.
 
Your complaint raises concerns about your Cox High Speed
Internet service and associated monthly data usage allowance associated with
your plan.  Each plan has a specific monthly
data usage allowance.  Monthly data usage
calculations are based on the amount of the customers’ downloads, uploads and
other Internet activity within their individual monthly billing cycle.
 
Cox also tailors its data plans for the range of household
uses, updating them to keep up with overall customer expectations and market trends
in Internet usage. The majority of our
Ultimate customers’ usage fits well within a 1,000 GB data plan.  With the new Ultimate data plan of 1,000 GB,
we expect that less than 5% of Ultimate customers will exceed their data plans.
 
Based on your record of use, you have made the
appropriate choice of data plan with the Cox High Speed Internet package you
purchase. In any event, Cox does not
currently charge customers in California for exceeding their data usage
allowances, but rather continues to assist customers with ensuring they have
the right plan. 
 
Unfortunately we will regretfully decline your
proposed desired settlement(s).  Cox does
not “grandfather” customers to a former plan/service.  Our records show you have an existing
discount and there are no further discounts we can apply onto your Cox account.  Lastly, the Ultimate Internet service is the
highest level tier we offer our customers. 
 
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 Ms. [redacted],
 
Cox Communications (Cox) is in receipt of your “rebuttal” 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 9, 2016 you spoke with Cox regarding not receiving all your channels along with the On Demand channel, after you downgraded to the TV Economy package.  Therefore, a trouble call appointment was scheduled for April 13, 2016.  The appointment should have never been schedule due to the nature of your services.  We have provided the proper coaching and feedback to the Leader and representative that processed the appointment.
 
However, on the same day a different representative advised you that you are unable to receive the On Demand channel because you have the TV Economy package. That is when you chose to upgrade your cable services back to the Advanced TV package.
 
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
 
 
Tell us why here...

[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 12569451, and find that this resolution is satisfactory to me ON THE BASIS THAT they actually make the repair they say they are going to; if they do not repair this in a timely manner, we will reopen this complaint. 
Regards,
[redacted]

We are sorry to hear that our customer experienced issues with their services. Upon receipt of our customers concerns we reviewed our customer’s account and found that we resolved some network related issues in their area shortly after the complaint was filed.  We attempted to reach our...

customer on two occasions to ensure that our customers concerns were resolved, however were unsuccessful each time.  We have issued our customer adjustments totaling $ 115.48 for the service issues our customer experienced. We invite our customer to reach out to their assigned Executive Escalations Specialist if they are experiencing any additional issues with their services.  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 Tell us why here...

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 the billing on your account.  In reveiwing your account notes, it appears that the...

disputed charges for the additional cable box you were getting billed for have been credited to your account.
On March 26, 2015 a credit of $51.05 was applied to your account and will reflect on your next billing statement. 
Mr. [redacted], Cox would like to apologize for the frustration we may have caused you while trying to resolve your biling concner.  I am available for any additional questions adnd/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 Communmications, California
###-###-####

Dear Revdex.com,

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Cox Communications is responding to the rebuttal of complaint ID of [redacted]
As Internet usage is currently doubling every two years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers.  Cox also provides the tools customers need to monitor and manage their data usage.  For example, Cox provides a data usage meter on cox.com and on the Cox Connect mobile app that allows customers to track their household’s data usage and amount of data remaining for the monthly billing period.  This is an easy way to check your household’s total monthly usage. Cox will also provide browser alerts when you reach 85% and 100% of your monthly plan and a grace period of two billing cycles when billing begins in this market.  Other online tools are also available to help our customers better understand and estimate their household’s monthly Internet usage, so that they can proactively manage activity.  We anticipate that less than one percent of customers will exceed the monthly amount of data included in their service plan. 
While monthly usage allowances are not new for our Internet service plans, Cox, like many Internet service providers in the industry, is making changes to bill for blocks of data used by customers in excess of 1TB in this market.  However, we expect minimal to no impact for the vast majority of our customers.
 
 
Respectfully submitted,
 
                                        ...⇄
Cox Communications Executive Resolution Team

Dear [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 Better Business.  I have conducted a thorough review of your account and have determined...

the following:
Our records show that on December 13, 2014 your internet service was "soft disconnected" (back office disconnect) with a balance of $99.48.  On January 2, 2014 you made a payment of $99.48 and your services were reconnected.  You were billed an electronic reconnect fee of $20.00.  
On January 19, 2014 your billing statement printed with a balance due of $67.99
On January 24, 2014, you contacted our customer service team to cancel your internet service.  Once the disconnect was complete, you were left with a remaining balance of $53.00.
Prior to sending your account to an outside collection agency, Cox mailed 3 statements to the service address.  Based on this information, we must respectfully deny your request to have the debt expunged from your credit report.
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 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 in regards to your promotional rate.  I would like to apologize for your...

experience while trying to resolve this dispute.
In order to honor this rate, we have issued a lump sum credit to your account in the amount of $193.00.  This is the difference in what you are being billed ($79.10) and what you were quoted ($63.00).  This credit will reflect on your next billing statement.
Again, please accept our apologies for the delay in resolving this for you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Offices of Cox Communications, California
###-###-####

Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox...

the opportunity to serve your communication needs.  I have reviewed your complaint and letter and have determined the following:
Our records show that on June 13, 2014 Cox received  a return payment of $72.79 from your credit card company.  As a result, you were billed a $25.00 returned payment fee.
On July 7, 2014, you contacted our customer service team to inquire as to why your balance was so high.  At that time, you were informed of the returned payment and fee from June.  Your balance at this time was $170.58.  As a good faith gesture, our representative credited the return payment fee and you made a payment of $72.79.  With the credit adjustment and your payment, you were left with a service balance of $95.12.
On July, 17, 2014, you contacted Cox customer service to disconnect your services.  Since you disconnected during the begging of your billing cycle, you were left with a prorated balance of $81.58.
Mr. [redacted], Cox does not feel that they were in error with your billing.  As a result, we must respectfully deny your request to credit the remaining balance on your account.
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.
Best Regards,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

This is Unbelievable!!! called to have a second TV hooked up for high def viewing. Bundling rep claimed my best deal would be a tv, internet, phone package. I don't need a land line but agreed because cs rep said my bill would drop to about $150.00 per month. Additional hi def tv would add about $10.00 to the bill. Got my bill yesterday.....$272.00!!!!!! Called customer service. Third transfer was to a "billing supervisor" He explained this bill had a pro-rated charge in it for about $45.00 and my regular bill will be $220.00 per month. I explained that is not what I signed up for and the is not even close to what I was told when I bundled our service. He said there wasn't anything he could do.
ok....Cox look forward to hearing from the CT Attorney Generals office, FCC and the FTC to start; unfair business practices, fraud. After that my attorney and the local news media.
Say hello to a new happy [redacted] customer, same service, half the price, no contract and two year frozen rates.

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 recent internet upgrade.
Our records show that on September 12, 2014 you spoke with our sales representative [redacted].  Cox reviewed the call between you and [redacted] and the call revealed that initially [redacted] quoted the speeds of 100MBS.  [redacted] then placed you on hold to confirm whether or not this speed was available in San Diego.  When [redacted] returned to the phone, he did clarify that the speeds were not yet available in San Diego.
Based on the review of the call, Cox has determined that you are being billed for the speeds that were discussed. 
Please contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer has concerns regarding the remaining balance on the account.  Upon receipt our customers concerns we that our customer was mailed a refund in the amount of $24.33 on June 16, 2016.  We ask our customer to allow 10- 14 business days to their refunded...

payment. 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 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 contract applied to your account.
Our records show that...

on August 29, 2014 you agreed to add services under our Price Lock Guarantee (PLG).  Cox included the contract in your first billing statement (attached).  Cox allows its customer's 30-days to dispute the contract details prior to locking them in.
Although you have exceeded the 30-days, Cox will agree to release you out of your contract if services are cancelled within the next 7-calendar days (December 2, 2014).
Please accept our apologies if the terms of this agreement were not thoroughly explained to 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 Regional Manager
Cox Communications, California
###-###-####

July 24, 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 reviewed your compliant and account.  
 
We address the concern with the down feeder line in your yard on July 23.
 
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.
 
 
 
 
 
Robert S[redacted]  
Executive Relations
###-###-####

Review: Cox Communications has been trying for 3 months (3 statements,3 charges) to charge me for a repair to my cable that 1) was "ON THEIR EQUIPMENT" and therefore should have been covered by them and 2)should have been covered under the protection plan I purchased prior to the repair.

And with each unfounded charge when I call or go in to have it reversed I'm told it is being handled,but it isn't/wasn't and I have had to call multiple times to have it resolved,but when each charge IS FINALLY resolved and I assume I am OVER with this issue a NEW charge appears on my statement.One Cox customer service rep even stated "Wow,they have really been giving you the runaround..." and told me the problem would be resolved,but I am STILL dealing with unfounded charges.At this point it just seems their billing department is being vindictiveDesired Settlement: I would like the $81.75 charge on my february statment credited as well as a credit for ALL of the hassle I've so far been through to try and resolve this : 3 times had to cancel work to meet techs,1 visit to Cox and 6-9 extended phone calls....NONE of which has resolved the issue.

Business

Response:

At Cox Communications our customer satisfaction is number one goal! We are sorry to hear that our customer has concerns regarding their billing. Upon receipt these concerns we reviewed our customer’s account and found that our customer has since visited their local retail location to have their concerns addressed. Our Retail Agent explained to our customer that the charge occurred due to our customer removing the Cox Service Protection Plan (CSPP) from the account, after a recent visit that was determined to be non Cox related. Our Retail Agent has issued an adjustment for the service call, and applied an additional $25.00 credit to the account for our customer’s inconvenience. Additionally our customer called in to our call center on March 7, 2016, and we waived our customer’s most recent late fee. We thank our customer for bringing their concerns to our attention, and for choosing Cox Communications. Sincerely Cox Communications Executive Escalations Team SE

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11152876, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I received Cox's response and it is neither accurate nor does it tell the full story of my problems with them.Yes, an agent at Cox did FINALLY resolve my issue (I'm assuming because I thought this issue was resolved in December, but it wasn't....January, but it wasn't...February, but it wasn't and even now March and it isn't), but ONLY after 2 visits, 6-8 phone calls and a 2 hour online chat session and my service is STILL under threat of termination SOMEHOW even after credits were applied which SHOULD make my account current ($131.29 due 3/27) and actually owing LESS than my monthly services would be ($148.65).Of course that's due to how and when Cox applies payments and credits NOT a fault of mine or my account not being PAID IN FULL, but THAT isn't even my biggest problem.My biggest problem is that NONE of this should have happened in the first place! In December I was charged $39.99 for an installation fee when NOTHING was installed. In January I was charged $75.00 for a service appointment when NOTHING was done to fix my cable during that appointment AND I had their protection plan at the time and never should have been charged in the first place. In February I was charged $81.75 for ... according to Cox "the charge occurred due to our customer removing the Cox Service Protection Plan (CSPP) from the account..." when on TWO separate occasions, 12/21/2015 and 1/15/2016 (Cox,check your notes and listen to the recording if you recorded the calls) I asked REPEATEDLY and in several ways "If I cancel the protection plan WILL there be ANY more related charges to this issue?" and BOTH times I was told NO!So don't try to put that on or blame me for canceling the protection plan.So for the record and after wasting MUCH of my time I'd like Cox and people to be aware of the lengthy runaround (even pointed out by a Cox rep on 1/15 as stated "Wow,they've really been giving you the runaround") , broken promises, misinformation and hassle customers are going through and have to spend hours, days and months to resolve that NEVER should have happened in the first place.It was BAD enough I had to cancel work 3 times for 3 service appointments (the first of which was a COMPLETE waste of time!) to fix my cable when it should have been done the first time, but what I've gone through to resolve unwarranted charges related to them has been UTTERLY ridiculous and should be noted.

Regards,

Business

Response:

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