On March 22, 2017, Cox received the duplicate complaint that the customer raised with Cox's Senior LeadershipSince then, a member of the Cox Executive Resolutions team been in contact with the customer and continues to address her concernsWe appreciate the customer’s patience, and we will continually strive to provide our customers with the best possible serviceSincerely, Cox Executive Resolutions team
The Resolution Specialist escalated the customer’s update to Cox’s vendor [redacted] The vendor has mailed a reimbursement check to the customer for the damage We sincerely apologize for any inconvenience this may have causedWe appreciate the customer allowing Cox and our *** [redacted] the opportunity to address his concerns Sincerely, Cox’s Executive Resolution team
A member of Cox’s Executive Resolutions team attempted to contact the customer on two separate occasions via the telephone number provided in the complaint We apologize for not being able to reach the customer by phone, but our records confirm he spoke with a Sales agent at the local Cox store on July 27, We note that his cable service was installed on July 28, Since the service did not work after transferring service, we have issued a courtesy credit of $which will cover the installation fees and the balance due on August 12, In the event the customer has any additional questions about the matter, the Executive Resolution team can be contacted at the telephone number provided in the voicemails left with the customerSincerely, Cox’s Executive Resolution Team
A member of the Cox team reviewed my evidence and provided feed back and resolutionDon't let the clever wording Cox has left in this complaint fool youTo say the promotion was not clearly explained or understood is entirely inaccurateThe evidence I provided was clear enough that the Cox Communications representative agreed that what I saw told was clear and that an error was made on the behalf of CoxThe initial offer was wrongfully advertised as having no promotional time frameAfter months, Cox claims that a promotional period had expired despite the evidence I'd produced clearly stating the contraryAt the absolute minimum, a month promotional period could only be assumed by the printed evidenceThe audio recording I provided clearly indicated that there was no promotional period The documentation I provided was reviewed and was agreed upon that it was misleading, but Cox insists that they never offer a unlimited promotionAfter multiple discussions and the inability for Cox to honor the promotional evidence I'd provided, I gave upThere was no way Cox was going to honor their advertisementI accepted their offer of a credit to my account and a go-forward 12-month discounted rate as a resolutionI did not accept the offer because I wanted to but because aside from pursuing legal action, I was out of optionsIt's pretty bold of a company to get caught lying to it's customers and not honor their side of the agreementUnfortunately, Cox Communications is the only cable internet provider in the area and faces no equally matched competitionI have one of the documents outlining the promotional periodThis is a PDF, page 1-of-1, indicating that AT MINIMUM there was no promotional period for months, and that it should have been assumed on my part that after months, the offer would expireI'd attach the recorded phone call, but it is too large of a file
We apologize to the customer for her experienceIn response to the customer’s complaint, a member of our Executive Resolutions team contacted the customer, and a mutual solution was reached We know that the customer’s time is valuableAnd we appreciate her bringing this matter to our attention so we can continuously strive for improvement and excellence in the delivery of our products and servicesIn the event the customer has any related questions or concerns about this matter, we ask that she please contact the Executive Resolution Specialist at the phone number provided to her Sincerely, Cox’s Executive Resolutions team
If this is true I gladly accept itYou do not know what it's been like for 7months I feel like I've been tossed back into the stone ageI've had trouble doing basic browsing, streaming, etcIt's been almost a nightmare for anyone inside the household to use the internetI've attached a image of my speed once more so you can see what It's been like from 200/to PLEASE, I BEG OF YOU TO KEEP UP THE COMMUNICATION through the processHave someone call me to tell me that it has begun and when it's finishedAll I asked for from the start was communication"What's going on?" Type of situationI never wanted to be a sour customerYou should understand how crucial internet is in today's society when you go home at the end of the day or If you do work from your householdJust please have ***(preferably) call me to update me on anythingI just want this over withNovember till nowI do not want to go through summer when everyone is out of school and using the internet heavily with dial up speedOne last thing - If there is any work # relating to the node split? Like a construction work order #? If so I would like itI'm still skeptical because of how many times the date has changed
The customer is disputing a built in Price Stwhich caused her monthly rate to increase from $to $in August Price step ups are standard and generally occur during the second months of the customer’s Service AgreementAccording to section of the customer’s Service Agreement, if the promotional rate ends or changes before the Service Agreement expires, Cox will not charge the customer more than Cox’s published regular month-to-month, non-promotional rates in effect for his local franchise service areaOur records further note that the customer cancelled TV service on August 16, and her new monthly rate is $Additionally, the customer received a $service credit on December 4, As we know the customer’s time is valuable, we apologize for the inconvenience causedShould the customer have any further questions about the information above, we ask that she please contact our Billing team at ###-###-#### Sincerely, Cox Executive Resolutions team
I have reviewed the response offer 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 Regards, [redacted]
We appreciate the customer bringing this matter to our attentionIn accordance with the customer’s request, a credit was applied for the five days that she did not have an Internet connectionIn addition, an on-time guarantee credit was issued for the field technician arriving outside of the scheduled hour timeframe We can confirm that the customer does not subscribe to cableIf the customer is interested in receiving her local channels from us, she can subscribe to any of our cable packages As regards to the customer still experiencing issues with her Internet, a follservice visit was offeredHowever, the customer is unable to commit to anything at this time, and will contact Technical Support when available We apologize for any inconvenience this may have causedAnd we will continue to strive to provide our customers with the highest quality of service available Sincerely, Cox's Executive Resolution Team
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 The business has followed through with their promiseI would however still dispute that I ever received a notification of a rate increase and still find unprofessional that such a thing occurred so soon after agreeing to the previous rate Regards, [redacted] ***
Cox apologizes for the customer’s experienceOn July 4, 2016, the customer contacted Cox’s Loyalty teamShe was offered a promotional discount to add a second cable box to her home, but did not take into account the promotions ending within daysDue to the misinformation she was given regarding the price of her account, we have sent coaching feedback to the agents involved The Resolution Specialist applied a credit to her account for the misquoted price, and applied new qualifying discounts in order to honor the quoted priceHer new monthly rate will be $for months excluding any market wide rate increasesWe appreciate the customer bringing this matter to our attention, and we will continue to strive to provide flexible solutions to meet our customers’ needsSincerely, Cox’s Executive Resolutions team
Cox has determined that a node split would be the best solution to improve the customer’s Internet experienceWe anticipate that his node split will be completed by the end of December On June 22, 2016, a member of the Cox Executive Resolutions team contacted the customer to address his concernsWe have reached a mutual solution with the customer to help offset what he was charged for his past six months of service, in addition to what he will be billed from June to December We appreciate the customer’s acceptance of our offerCox apologizes for the inconvenience, and we will continue to aim for improved product and delivery of our servicesSincerely, Cox Executive Resolutions team
A member of Cox’s Executive Resolution team has contacted the customer in reference to his concernsIt was determined by the Executive Resolution Specialist that the free internet upgrade was not explained to the customer in the full context of the agreement by the Cox Sales Representative or on our website Due to the inconvenience and misinformation, the Sales Representative offered to apply a new monthly promotional discount for the next months and a lump sum credit to offset the difference in the quoted amount and the increase the customer experiencedWe appreciate his acceptance of this offer and have applied the promotion and credit to his account as of 11-24- We apologize that this matter was not addressed soonerHowever, we will continue to strive to provide you with the best possible service in the future Sincerely, Cox’s Executive Resolution Team
Cox’s records indicate that this was resolved with the customer on September 09, Due to the customer’s equipment interfering with the signals coming from the main line to his home, it was required that it be replaced with a Cox approved modemDue to the inconvenience, the cost for his modem upgrade has been waivedThis credit will be reflected on his upcoming Cox bill We apologize that this was not resolved sooner, and we appreciate the customer allowing Cox the opportunity to respond to his concerns Sincerely, Cox’s Executive Resolution Team
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] ***
This issue has been resolved a member of Cox's Executive Escalations team contacted the customer and apologized for the poor experience they had with the video service and for being charged a service call fee In speaking with the customer they confirmed they never could get the cable service working properly so they cancelled the cable The Executive Resolution Specialist offered to have cable professionally installed and waive the fee but the customer declined the offer The customer's account was issued a full credit for all the cable services and the service call fee The customer was satisfied with the resolution Thank you for allowing Cox the opportunity to address our customer's concern Cox's Executive Escalations team
I have reviewed the response offer 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 had an service call regarding the stability of the internet service that was opened in June I made a complaint with the Revdex.com regarding service and I believe it is still open; however, after contacting Cox several times in September and again in October, I found out today that the ticket had been closedThe issue had not been resolved!! The explanation I got from Cox that I did not respond to a solution which is not true at allI have contacted them multiple times and even spoke with, met with, and left voicemails with a field supervisor to get an update on the solutionI asked to have another ticket opened today but was told that I would have to schedule a technician to come inI have done that at least four timesI requested that the field supervisor be contacted and something to be doneI cannot believe Cox's solution to the service issue was to close the ticket stating that I did not respondI ask for assistance in resolving this matter!!!Resolve the connectivity, stability or service with Cox internet Regards, [redacted] ***
We apologize for the misunderstandingHowever, we can confirm that the flooring company has received their payment and has contacted the customer to schedule a time for the repair of his floorShould the customer have any further questions or concerns, he can contact the WCC manager (Cox’s business vendor responsible for the damage claim) at the phone number provided to him We look forward to resolving this matter as quickly as possible Sincerely, Cox’s Executive Resolutions team
On July 27, 2017, a member of Cox’s Executive Resolutions team, contacted the customer to discuss the write off balance on her previous Cox accountThe customer claims that she was not aware of the outstanding balance and disputes our previous attempts at collecting this debt, before reporting it to the credit bureausOur records confirm that she was advised of the outstanding balance when disconnecting her service on August 16, The customer did not provide a forwarding address so that we could attempt to reach her at a new addressWe have confirmed that the third party Collections agencies that were assigned to this account made numerous attempts in order to collect on this debtThey attempted to contact the customer on the phone number previously listed on the Cox account, as well as sending letters to the service addressThe remaining balance of $for services that were rendered is still outstanding and will remain on the customer’s credit file as unsettled for years from the original date it was reported in While we apologize for her experience, we appreciate the customer allowing Cox the opportunity to respond to her concernsSincerely, Cox’s Executive Resolution team
A member of Cox’s Executive Resolutions team contacted the customer to discuss her concernsThe customer is upset with the monthly rate as well as a return payment feeThe Resolution Specialist that spoke with the customer agreed to waive the return payment feeThe customer requested to disconnect the phone service and the Resolution Specialist applied a new qualifying promotion reducing her monthly rate to $The customer understands this promotion will expire after months and is subject to any future market wide rate increasesIn the event the customer has any additional questions about this matter, the Executive Resolution Specialist can be contacted at the telephone number provided to her.Sincerely,Cox’s Executive Resolution Team
On March 22, 2017, Cox received the duplicate complaint that the customer raised with Cox's Senior LeadershipSince then, a member of the Cox Executive Resolutions team been in contact with the customer and continues to address her concernsWe appreciate the customer’s patience, and we will continually strive to provide our customers with the best possible serviceSincerely, Cox Executive Resolutions team
The Resolution Specialist escalated the customer’s update to Cox’s vendor [redacted] The vendor has mailed a reimbursement check to the customer for the damage We sincerely apologize for any inconvenience this may have causedWe appreciate the customer allowing Cox and our *** [redacted] the opportunity to address his concerns Sincerely, Cox’s Executive Resolution team
A member of Cox’s Executive Resolutions team attempted to contact the customer on two separate occasions via the telephone number provided in the complaint We apologize for not being able to reach the customer by phone, but our records confirm he spoke with a Sales agent at the local Cox store on July 27, We note that his cable service was installed on July 28, Since the service did not work after transferring service, we have issued a courtesy credit of $which will cover the installation fees and the balance due on August 12, In the event the customer has any additional questions about the matter, the Executive Resolution team can be contacted at the telephone number provided in the voicemails left with the customerSincerely, Cox’s Executive Resolution Team
A member of the Cox team reviewed my evidence and provided feed back and resolutionDon't let the clever wording Cox has left in this complaint fool youTo say the promotion was not clearly explained or understood is entirely inaccurateThe evidence I provided was clear enough that the Cox Communications representative agreed that what I saw told was clear and that an error was made on the behalf of CoxThe initial offer was wrongfully advertised as having no promotional time frameAfter months, Cox claims that a promotional period had expired despite the evidence I'd produced clearly stating the contraryAt the absolute minimum, a month promotional period could only be assumed by the printed evidenceThe audio recording I provided clearly indicated that there was no promotional period The documentation I provided was reviewed and was agreed upon that it was misleading, but Cox insists that they never offer a unlimited promotionAfter multiple discussions and the inability for Cox to honor the promotional evidence I'd provided, I gave upThere was no way Cox was going to honor their advertisementI accepted their offer of a credit to my account and a go-forward 12-month discounted rate as a resolutionI did not accept the offer because I wanted to but because aside from pursuing legal action, I was out of optionsIt's pretty bold of a company to get caught lying to it's customers and not honor their side of the agreementUnfortunately, Cox Communications is the only cable internet provider in the area and faces no equally matched competitionI have one of the documents outlining the promotional periodThis is a PDF, page 1-of-1, indicating that AT MINIMUM there was no promotional period for months, and that it should have been assumed on my part that after months, the offer would expireI'd attach the recorded phone call, but it is too large of a file
We apologize to the customer for her experienceIn response to the customer’s complaint, a member of our Executive Resolutions team contacted the customer, and a mutual solution was reached We know that the customer’s time is valuableAnd we appreciate her bringing this matter to our attention so we can continuously strive for improvement and excellence in the delivery of our products and servicesIn the event the customer has any related questions or concerns about this matter, we ask that she please contact the Executive Resolution Specialist at the phone number provided to her Sincerely, Cox’s Executive Resolutions team
If this is true I gladly accept itYou do not know what it's been like for 7months I feel like I've been tossed back into the stone ageI've had trouble doing basic browsing, streaming, etcIt's been almost a nightmare for anyone inside the household to use the internetI've attached a image of my speed once more so you can see what It's been like from 200/to PLEASE, I BEG OF YOU TO KEEP UP THE COMMUNICATION through the processHave someone call me to tell me that it has begun and when it's finishedAll I asked for from the start was communication"What's going on?" Type of situationI never wanted to be a sour customerYou should understand how crucial internet is in today's society when you go home at the end of the day or If you do work from your householdJust please have ***(preferably) call me to update me on anythingI just want this over withNovember till nowI do not want to go through summer when everyone is out of school and using the internet heavily with dial up speedOne last thing - If there is any work # relating to the node split? Like a construction work order #? If so I would like itI'm still skeptical because of how many times the date has changed
The customer is disputing a built in Price Stwhich caused her monthly rate to increase from $to $in August Price step ups are standard and generally occur during the second months of the customer’s Service AgreementAccording to section of the customer’s Service Agreement, if the promotional rate ends or changes before the Service Agreement expires, Cox will not charge the customer more than Cox’s published regular month-to-month, non-promotional rates in effect for his local franchise service areaOur records further note that the customer cancelled TV service on August 16, and her new monthly rate is $Additionally, the customer received a $service credit on December 4, As we know the customer’s time is valuable, we apologize for the inconvenience causedShould the customer have any further questions about the information above, we ask that she please contact our Billing team at ###-###-#### Sincerely, Cox Executive Resolutions team
I have reviewed the response offer 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 Regards, [redacted]
We appreciate the customer bringing this matter to our attentionIn accordance with the customer’s request, a credit was applied for the five days that she did not have an Internet connectionIn addition, an on-time guarantee credit was issued for the field technician arriving outside of the scheduled hour timeframe We can confirm that the customer does not subscribe to cableIf the customer is interested in receiving her local channels from us, she can subscribe to any of our cable packages As regards to the customer still experiencing issues with her Internet, a follservice visit was offeredHowever, the customer is unable to commit to anything at this time, and will contact Technical Support when available We apologize for any inconvenience this may have causedAnd we will continue to strive to provide our customers with the highest quality of service available Sincerely, Cox's Executive Resolution Team
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 The business has followed through with their promiseI would however still dispute that I ever received a notification of a rate increase and still find unprofessional that such a thing occurred so soon after agreeing to the previous rate Regards, [redacted] ***
Cox apologizes for the customer’s experienceOn July 4, 2016, the customer contacted Cox’s Loyalty teamShe was offered a promotional discount to add a second cable box to her home, but did not take into account the promotions ending within daysDue to the misinformation she was given regarding the price of her account, we have sent coaching feedback to the agents involved The Resolution Specialist applied a credit to her account for the misquoted price, and applied new qualifying discounts in order to honor the quoted priceHer new monthly rate will be $for months excluding any market wide rate increasesWe appreciate the customer bringing this matter to our attention, and we will continue to strive to provide flexible solutions to meet our customers’ needsSincerely, Cox’s Executive Resolutions team
Cox has determined that a node split would be the best solution to improve the customer’s Internet experienceWe anticipate that his node split will be completed by the end of December On June 22, 2016, a member of the Cox Executive Resolutions team contacted the customer to address his concernsWe have reached a mutual solution with the customer to help offset what he was charged for his past six months of service, in addition to what he will be billed from June to December We appreciate the customer’s acceptance of our offerCox apologizes for the inconvenience, and we will continue to aim for improved product and delivery of our servicesSincerely, Cox Executive Resolutions team
A member of Cox’s Executive Resolution team has contacted the customer in reference to his concernsIt was determined by the Executive Resolution Specialist that the free internet upgrade was not explained to the customer in the full context of the agreement by the Cox Sales Representative or on our website Due to the inconvenience and misinformation, the Sales Representative offered to apply a new monthly promotional discount for the next months and a lump sum credit to offset the difference in the quoted amount and the increase the customer experiencedWe appreciate his acceptance of this offer and have applied the promotion and credit to his account as of 11-24- We apologize that this matter was not addressed soonerHowever, we will continue to strive to provide you with the best possible service in the future Sincerely, Cox’s Executive Resolution Team
Cox’s records indicate that this was resolved with the customer on September 09, Due to the customer’s equipment interfering with the signals coming from the main line to his home, it was required that it be replaced with a Cox approved modemDue to the inconvenience, the cost for his modem upgrade has been waivedThis credit will be reflected on his upcoming Cox bill We apologize that this was not resolved sooner, and we appreciate the customer allowing Cox the opportunity to respond to his concerns Sincerely, Cox’s Executive Resolution Team
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] ***
This issue has been resolved a member of Cox's Executive Escalations team contacted the customer and apologized for the poor experience they had with the video service and for being charged a service call fee In speaking with the customer they confirmed they never could get the cable service working properly so they cancelled the cable The Executive Resolution Specialist offered to have cable professionally installed and waive the fee but the customer declined the offer The customer's account was issued a full credit for all the cable services and the service call fee The customer was satisfied with the resolution Thank you for allowing Cox the opportunity to address our customer's concern Cox's Executive Escalations team
I have reviewed the response offer 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 had an service call regarding the stability of the internet service that was opened in June I made a complaint with the Revdex.com regarding service and I believe it is still open; however, after contacting Cox several times in September and again in October, I found out today that the ticket had been closedThe issue had not been resolved!! The explanation I got from Cox that I did not respond to a solution which is not true at allI have contacted them multiple times and even spoke with, met with, and left voicemails with a field supervisor to get an update on the solutionI asked to have another ticket opened today but was told that I would have to schedule a technician to come inI have done that at least four timesI requested that the field supervisor be contacted and something to be doneI cannot believe Cox's solution to the service issue was to close the ticket stating that I did not respondI ask for assistance in resolving this matter!!!Resolve the connectivity, stability or service with Cox internet Regards, [redacted] ***
We apologize for the misunderstandingHowever, we can confirm that the flooring company has received their payment and has contacted the customer to schedule a time for the repair of his floorShould the customer have any further questions or concerns, he can contact the WCC manager (Cox’s business vendor responsible for the damage claim) at the phone number provided to him We look forward to resolving this matter as quickly as possible Sincerely, Cox’s Executive Resolutions team
On July 27, 2017, a member of Cox’s Executive Resolutions team, contacted the customer to discuss the write off balance on her previous Cox accountThe customer claims that she was not aware of the outstanding balance and disputes our previous attempts at collecting this debt, before reporting it to the credit bureausOur records confirm that she was advised of the outstanding balance when disconnecting her service on August 16, The customer did not provide a forwarding address so that we could attempt to reach her at a new addressWe have confirmed that the third party Collections agencies that were assigned to this account made numerous attempts in order to collect on this debtThey attempted to contact the customer on the phone number previously listed on the Cox account, as well as sending letters to the service addressThe remaining balance of $for services that were rendered is still outstanding and will remain on the customer’s credit file as unsettled for years from the original date it was reported in While we apologize for her experience, we appreciate the customer allowing Cox the opportunity to respond to her concernsSincerely, Cox’s Executive Resolution team
A member of Cox’s Executive Resolutions team contacted the customer to discuss her concernsThe customer is upset with the monthly rate as well as a return payment feeThe Resolution Specialist that spoke with the customer agreed to waive the return payment feeThe customer requested to disconnect the phone service and the Resolution Specialist applied a new qualifying promotion reducing her monthly rate to $The customer understands this promotion will expire after months and is subject to any future market wide rate increasesIn the event the customer has any additional questions about this matter, the Executive Resolution Specialist can be contacted at the telephone number provided to her.Sincerely,Cox’s Executive Resolution Team