Dear Revdex.com,
Cox Communications files this response in regards to complaint ***Cox Communications apologizes for the amount of time it has taken to get this matter resolvedCox apologizes for any inconvenience this has caused our subscriber After thoroughly investigated this
matter, the subscriber’s drop should have been taken care of earlierA miscommunication between Cox and the contracting company responsible for burying the line caused the delayOn 7/27/15, the contracting company contacted the subscriber to inform them this matter would be resolved as of 7/28/As of 7/28/15, the line has been buried and addressedA member of Cox’s Executive team attempted to reach the subscriber to address their concernsDue to inconvenience this matter has caused our subscriber, Cox has applied a month discount towards the subscriber’s accountThe six month discount lowered the subscriber’s statement from $to $The discount will expire on 1/28/Again, Cox Communications apologizes for any inconvenience this matter has caused our subscriber
Sincerely,
Cox Executive Resolutions
This is in response to the customer’s concerns
As we already responded to the FCC, Cox has identified that a node split is the best resolution to correct the situationWe anticipate that his node split will be completed by the end of April While we expect for this to be completed on time,
in the event we’re not able to complete it by April 30, 2016, the customer has been compensated from October to July
Cox apologizes for the inconvenienceIn the meantime, should he have any further questions or concerns, we ask that he contact our field leader at the phone number provided to him
Sincerely,
Cox’s Executive Resolution team
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
This issue has been resolved, a member of the Cox Executive Resolution Team reviewed the account and was able to confirm the customer purchased the equipment and the equipment was charged in error. The account was credited and zeroed out as of 10/5/15. The Resolution Specialist
contacted the customer and left a message on 10/5/confirming the account has been credited. Cox apologizes for the inconvenience this has caused. Thank you for allowing us the opportuntiy to address the customer's concern. Cox Executive Resolution Team
We apologize that the customer did not receive a returned phone call within the 48-hour time frame as promisedOn May 23, 2016, a member of our Claims team contacted the customer to address his complaintWe will have another floor technician return, and we will continue to work with the
customer to ensure that his concerns are resolved to his satisfactionSincerely, Cox’s Executive Resolutions team
We apologize to the customer for her experienceOn September 21, 2017, a member of the Cox Executive Resolutions team contacted the customer to address her concernsWhile she indicated that she returned her TV equipment at a Cox retail location, she has opted to keep her current Internet package
and the modem/router rental that was shipped to her at the agreed upon rate of $for monthsOn month of her month service agreement, it is estimated that her monthly rate will increase to $
We appreciate the customer bringing this matter to our attentionTo prevent a similar event from occurring in the future, we have provided coaching feedback to our Senior Leadership team
Sincerely,
Cox Executive Resolutions team
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint until months later if ever. For your reference, details of the offer I reviewed appear below
I accept the time window of the issue being resolvedHowever, I will not close the complaint until the issue is finally resolvedI do not wish for this issue to be swept under the rug as most issues usually are dealing with this ISPI talked to *** he assured me about the time windowI still have to take into fact if the issue a utilization issue that means anyone on the same node as me which is 500/households - If they are paying for a service above essential tier they are not receiving their advertised speeds either such as my self If they haven't complained such as I have they should - It's advertisement in my opinion to offer something and not receive even a fraction of what you are paying to get and that goes for all the people on my node since that's the issueWhether the individuals know they are not getting their advertised speeds, or they are ignorant to such it's bad business to claim to support a certain speed and not have the infrastructure in place to provide such speed for me+ all the other individuals who share the same nodeI will leave the complaint opened until the issue is addressed (to keep awareness on this issue). Cox executive resolution team is welcome to contact me whenever and I hope they do.
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, 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 rejecting the offer made by Cox based on inaccurate information included in their responseNo one from Cox's Claim Team has contacted meIn fact, I haven't heard from anyone with CoxOn 05/23/2016, I received a call from the vendor supervisor with *** ***He was the supervisor who came out to look at the floor right after the incident had occurredHe advised me that he was under the impression that our floor had already been fixed, as he thought the flooring company was going to go ahead and do the workThat information is inaccurate as well, as the flooring company (that was chosen by the vendor) advised he wanted the amount to be paid in advance before he fixed our floor (as stated in my original complaint)The vendor supervisor advised that he was waiting on a quote from the flooring company before cutting a checkFrom the information I have received from the flooring company, the quote was sent last Tuesday, 05/24/I want Cox to work diligently to resolve this issue and make sure the flooring company is paid so that my floor can get fixed.
Regards,
*** ***
Based on the customer’s subscription of services, he only qualifies for a $gift cardWe have verified its approval, and it will be mailed to the customer within 3-weeksDue to the misinformation provided about his services, we have placed him under a new month promotional offer, which
includes the upgrade of his Internet service from Internet Essential to Internet PreferredWe have also adjusted his current balance (due by 07/21/2016) to reflect a zero balanceThe customer was given the following pricing for his Cox bundle: $(including taxes) months 1-and approximately $215.xx months 13-for his year service agreementWe apologize to the customer for his experienceHowever, we appreciate him taking the time to bring this matter to our attentionSincerely, Cox Executive Resolutions team
Yes, they contacted me and were very nice and they did what they said, everything is now up and working properly as far as equipment and service hope to be back with Cox for many years to comeThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
We apologize to the customer for her experienceUpon receipt of her complaint, a member of our senior collection team contacted the customer to address her concernsAs requested by the customer, we have lifted the check rejection from her account and restored her services Once again, we
apologize for this inconvenienceAnd we appreciate her allowing Cox the opportunity to respond to her concerns Sincerely, Cox Executive Resolutions team
On June 7, 2016, a member of Cox's Executive Resolutions team contacted the customer to address his concernsIt was explained that the reason for the increase in his bill was because a promotional discount ended on May 7, The customer was informed of this expiration date in May The
Executive Resolution specialist added new, qualifying promotional discounts to his account for a period of monthsCurrently, his new monthly rate is $which is subject to change at the end of his Price Lock Guarantee on May 7, We appreciate the customer allowing us to address his concern and we will continue with our commitment to ensure that our customers are receiving the best service possible.Sincerely,Cox’s Executive Resolutions team
We appreciate the customer bringing this matter to our attentionWe can confirm that the proper adjustments were applied to the customer’s account as assured by the representatives she spoke toAnd thus, the balance reflected on her recent statement is correctHowever, due to the misunderstanding
that we bill a month in advance, a one-time credit was applied to reflect the $balance that the customer says she was quoted
Once again, we apologize for any misunderstanding, and we appreciate the opportunity to respond to the customer’s concerns
Sincerely,
Cox’s Executive Resolution team
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Since our last response, we have scheduled a service call with the customerWe were able to validate the speed issues that he’s been havingWe will be contacting the customer to discuss further action, and we will continue to work with the customer until the issue is resolved
Sincerely,
Cox’s Executive Resolution team
A member of the Cox Executive Resolution team contacted the customer to address her concern regarding the unreturned equipment charges and possible impact to her credit report. The Resolution Specialist was able to verify that the equipment belonged to Cox and was returned by the customer on
January 10, 2018. We have confirmed that the third party Collections Agency has removed this debt and has not reported it to the credit bureaus The customer was advised that a refund check of $ will be mailed to the verified address within 6-weeks The customer has the contact information for the Resolution Specialist should she need to discuss the matter further. We apologize for the inconvenience and we appreciate the opportunity to address our customer’s concernsSincerely, The Executive Resolution Team
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me and that this complaint has been resolvedThe flooring company came and fixed the floor on 06/05/
Regards,
*** ***
A member of the Cox Executive Escalations team contacted the customer and was able to come a compromise on the billing dispute. Since we have no record of the returned equipment, and the customer cannot prove the equipment was returned, the Resolution Specialist has agreed
to place the boxes in lost status and apply a credit on the account for them because they are no longer used for customer installs. However, the customer is responsible for cost of the modem because it is new equipment that was installed in 2016. The customer was pleased with the compromise and has agreed to pay the remaining balance of $237.78. The customer has been provided with the Resolution Specialist's contact information should they have any further concerns regarding this billing matter. We appreciate the opportunity to assist address our customer's concern. Thank you - Cox's Executive Escalation team
The Resolution Specialist escalated the customer’s update to Cox’s vendor *** ***The vendor will be contacting the customer to discuss the quoted repair cost and the next steps in the processThe customer should work with the contractor directly to ensure a timely resolution We sincerely apologize for any inconvenience this may have causedWe appreciate the customer allowing Cox and our *** *** the opportunity to address his concerns Sincerely, Cox’s Executive Resolution team
Hi, the resolution is fine Its just that I have not seen a corrected bill showing that the new pricing was retroactive I was assured it would be retro to a certain date in May so that I would in essence be refunded for the last bill which was very overcharged Then subsequent months would be at the same rate of $ I agreed with this action, I just havent seen a corrected bill so I cant in good faith say the issue was resolved.
Regards,
*** ***
Dear Revdex.com,
Cox Communications files this response in regards to complaint ***Cox Communications apologizes for the amount of time it has taken to get this matter resolvedCox apologizes for any inconvenience this has caused our subscriber After thoroughly investigated this
matter, the subscriber’s drop should have been taken care of earlierA miscommunication between Cox and the contracting company responsible for burying the line caused the delayOn 7/27/15, the contracting company contacted the subscriber to inform them this matter would be resolved as of 7/28/As of 7/28/15, the line has been buried and addressedA member of Cox’s Executive team attempted to reach the subscriber to address their concernsDue to inconvenience this matter has caused our subscriber, Cox has applied a month discount towards the subscriber’s accountThe six month discount lowered the subscriber’s statement from $to $The discount will expire on 1/28/Again, Cox Communications apologizes for any inconvenience this matter has caused our subscriber
Sincerely,
Cox Executive Resolutions
This is in response to the customer’s concerns
As we already responded to the FCC, Cox has identified that a node split is the best resolution to correct the situationWe anticipate that his node split will be completed by the end of April While we expect for this to be completed on time,
in the event we’re not able to complete it by April 30, 2016, the customer has been compensated from October to July
Cox apologizes for the inconvenienceIn the meantime, should he have any further questions or concerns, we ask that he contact our field leader at the phone number provided to him
Sincerely,
Cox’s Executive Resolution team
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
This issue has been resolved, a member of the Cox Executive Resolution Team reviewed the account and was able to confirm the customer purchased the equipment and the equipment was charged in error. The account was credited and zeroed out as of 10/5/15. The Resolution Specialist
contacted the customer and left a message on 10/5/confirming the account has been credited. Cox apologizes for the inconvenience this has caused. Thank you for allowing us the opportuntiy to address the customer's concern. Cox Executive Resolution Team
We apologize that the customer did not receive a returned phone call within the 48-hour time frame as promisedOn May 23, 2016, a member of our Claims team contacted the customer to address his complaintWe will have another floor technician return, and we will continue to work with the
customer to ensure that his concerns are resolved to his satisfactionSincerely, Cox’s Executive Resolutions team
We apologize to the customer for her experienceOn September 21, 2017, a member of the Cox Executive Resolutions team contacted the customer to address her concernsWhile she indicated that she returned her TV equipment at a Cox retail location, she has opted to keep her current Internet package
and the modem/router rental that was shipped to her at the agreed upon rate of $for monthsOn month of her month service agreement, it is estimated that her monthly rate will increase to $
We appreciate the customer bringing this matter to our attentionTo prevent a similar event from occurring in the future, we have provided coaching feedback to our Senior Leadership team
Sincerely,
Cox Executive Resolutions team
I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint until months later if ever. For your reference, details of the offer I reviewed appear below
I accept the time window of the issue being resolvedHowever, I will not close the complaint until the issue is finally resolvedI do not wish for this issue to be swept under the rug as most issues usually are dealing with this ISPI talked to *** he assured me about the time windowI still have to take into fact if the issue a utilization issue that means anyone on the same node as me which is 500/households - If they are paying for a service above essential tier they are not receiving their advertised speeds either such as my self If they haven't complained such as I have they should - It's advertisement in my opinion to offer something and not receive even a fraction of what you are paying to get and that goes for all the people on my node since that's the issueWhether the individuals know they are not getting their advertised speeds, or they are ignorant to such it's bad business to claim to support a certain speed and not have the infrastructure in place to provide such speed for me+ all the other individuals who share the same nodeI will leave the complaint opened until the issue is addressed (to keep awareness on this issue). Cox executive resolution team is welcome to contact me whenever and I hope they do.
Regards,
*** ***
I have reviewed the response offer made by the business in reference to complaint ID ***, 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 rejecting the offer made by Cox based on inaccurate information included in their responseNo one from Cox's Claim Team has contacted meIn fact, I haven't heard from anyone with CoxOn 05/23/2016, I received a call from the vendor supervisor with *** ***He was the supervisor who came out to look at the floor right after the incident had occurredHe advised me that he was under the impression that our floor had already been fixed, as he thought the flooring company was going to go ahead and do the workThat information is inaccurate as well, as the flooring company (that was chosen by the vendor) advised he wanted the amount to be paid in advance before he fixed our floor (as stated in my original complaint)The vendor supervisor advised that he was waiting on a quote from the flooring company before cutting a checkFrom the information I have received from the flooring company, the quote was sent last Tuesday, 05/24/I want Cox to work diligently to resolve this issue and make sure the flooring company is paid so that my floor can get fixed.
Regards,
*** ***
Based on the customer’s subscription of services, he only qualifies for a $gift cardWe have verified its approval, and it will be mailed to the customer within 3-weeksDue to the misinformation provided about his services, we have placed him under a new month promotional offer, which
includes the upgrade of his Internet service from Internet Essential to Internet PreferredWe have also adjusted his current balance (due by 07/21/2016) to reflect a zero balanceThe customer was given the following pricing for his Cox bundle: $(including taxes) months 1-and approximately $215.xx months 13-for his year service agreementWe apologize to the customer for his experienceHowever, we appreciate him taking the time to bring this matter to our attentionSincerely, Cox Executive Resolutions team
Yes, they contacted me and were very nice and they did what they said, everything is now up and working properly as far as equipment and service hope to be back with Cox for many years to comeThank you
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
We apologize to the customer for her experienceUpon receipt of her complaint, a member of our senior collection team contacted the customer to address her concernsAs requested by the customer, we have lifted the check rejection from her account and restored her services Once again, we
apologize for this inconvenienceAnd we appreciate her allowing Cox the opportunity to respond to her concerns Sincerely, Cox Executive Resolutions team
On June 7, 2016, a member of Cox's Executive Resolutions team contacted the customer to address his concernsIt was explained that the reason for the increase in his bill was because a promotional discount ended on May 7, The customer was informed of this expiration date in May The
Executive Resolution specialist added new, qualifying promotional discounts to his account for a period of monthsCurrently, his new monthly rate is $which is subject to change at the end of his Price Lock Guarantee on May 7, We appreciate the customer allowing us to address his concern and we will continue with our commitment to ensure that our customers are receiving the best service possible.Sincerely,Cox’s Executive Resolutions team
We appreciate the customer bringing this matter to our attentionWe can confirm that the proper adjustments were applied to the customer’s account as assured by the representatives she spoke toAnd thus, the balance reflected on her recent statement is correctHowever, due to the misunderstanding
that we bill a month in advance, a one-time credit was applied to reflect the $balance that the customer says she was quoted
Once again, we apologize for any misunderstanding, and we appreciate the opportunity to respond to the customer’s concerns
Sincerely,
Cox’s Executive Resolution team
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Since our last response, we have scheduled a service call with the customerWe were able to validate the speed issues that he’s been havingWe will be contacting the customer to discuss further action, and we will continue to work with the customer until the issue is resolved
Sincerely,
Cox’s Executive Resolution team
A member of the Cox Executive Resolution team contacted the customer to address her concern regarding the unreturned equipment charges and possible impact to her credit report. The Resolution Specialist was able to verify that the equipment belonged to Cox and was returned by the customer on
January 10, 2018. We have confirmed that the third party Collections Agency has removed this debt and has not reported it to the credit bureaus The customer was advised that a refund check of $ will be mailed to the verified address within 6-weeks The customer has the contact information for the Resolution Specialist should she need to discuss the matter further. We apologize for the inconvenience and we appreciate the opportunity to address our customer’s concernsSincerely, The Executive Resolution Team
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me and that this complaint has been resolvedThe flooring company came and fixed the floor on 06/05/
Regards,
*** ***
A member of the Cox Executive Escalations team contacted the customer and was able to come a compromise on the billing dispute. Since we have no record of the returned equipment, and the customer cannot prove the equipment was returned, the Resolution Specialist has agreed
to place the boxes in lost status and apply a credit on the account for them because they are no longer used for customer installs. However, the customer is responsible for cost of the modem because it is new equipment that was installed in 2016. The customer was pleased with the compromise and has agreed to pay the remaining balance of $237.78. The customer has been provided with the Resolution Specialist's contact information should they have any further concerns regarding this billing matter. We appreciate the opportunity to assist address our customer's concern. Thank you - Cox's Executive Escalation team
The Resolution Specialist escalated the customer’s update to Cox’s vendor *** ***The vendor will be contacting the customer to discuss the quoted repair cost and the next steps in the processThe customer should work with the contractor directly to ensure a timely resolution We sincerely apologize for any inconvenience this may have causedWe appreciate the customer allowing Cox and our *** *** the opportunity to address his concerns Sincerely, Cox’s Executive Resolution team
Hi, the resolution is fine Its just that I have not seen a corrected bill showing that the new pricing was retroactive I was assured it would be retro to a certain date in May so that I would in essence be refunded for the last bill which was very overcharged Then subsequent months would be at the same rate of $ I agreed with this action, I just havent seen a corrected bill so I cant in good faith say the issue was resolved.
Regards,
*** ***