The issue has been resolved A member of the Executive Resolution team has contacted the customer and confirmed the drop was buried as of 9/28/ Cox has applied a 20% discount towards their service for the next months Their new monthly rate will be $providing we don’t have a rate increase during the next months In addition a $good will credit has been applied to the account Customer was satisfied with the resolution Thank you the Cox Executive Resolution Team
In response to the above concerns, we can confirm that the customer was billed in error for equipment charges totaling $Although the collection agency, ***, was notified of the incident on December 01, 2015, the customer has up to days to resolve any disputes before it’s sent to the credit bureausGiven that a credit was applied to the customer’s account on December 15, 2015, zeroing out the disputed charge, we can confirm that this will not impact his creditIn accordance with the customer’s request, a written letter will be sent to the customer affirming the reconciled balance We apologize for any inconvenience this may have caused, and we will continue to work toward improving the customer experience Sincerely, Cox’s Executive Resolution team
8/18/15: Cox Communications has set an appointment for Saturday, August 22, to check our internet service The issue has always been the internet and its connectionThank you [redacted] ***
Cox Communications files this response in regards to complaint [redacted] First and foremost, Cox Communications apologizes for any inconvenience that this matter has caused our subscriberThis matter was escalated to Cox Business for further assistance and additional supportOn 7/22/15, a member of Cox’s Business team contacted the subscriber to review and address their concernsThe paperwork needed for the transfer/new install was sent to the subscriber on 7/22/ Since then Cox has received the completed paperwork from the subscriberThe subscriber’s installation date will be on 7/29/As promised Cox Business will be crediting the expedite fees of $once the installation is completed on 7/29/Cox Communications Business department will be coaching and addressing each representative that played role within this complaintAgain, Cox Communications apologizes the inconvenience this matter caused our subscriber Sincerely, Cox Executive Resolutions
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 and consider this complaint resolved Regards, [redacted]
On February 21, 2017, a member of Cox’s Executive Resolutions team contacted the customer to address his concernsCox’s records confirm that on December 13, 2016, the date that our customer’s payments are due changed to approximately days after the start of their billing periodNotification of this due date change was explained via the customer’s billing statement dated November 27, After researching the customer’s account, the Resolution Specialist confirmed that his billing period starts on the 27th of each month which results in a due date of the 14th of each monthAs a courtesy, the Resolution Specialist applied a new qualifying promotion discount to his accountThe customer’s new monthly rate is $which will increase to $after Cox’s March 7, rate increaseWe apologize for any confusion, and we appreciate the customer allowing Cox the opportunity to respond to his concerns Sincerely, Cox’s Executive Resolution 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 Yes they have reached out but issues with service have not been resolved?Even on phone this evening July 6, they said there were things that were being worked onI plan to follow up this week by phone Regards, [redacted]
As we communicated to the customer in our previous two responses through the Federal Communications Commissions, Cox is committed to the ongoing management of monitoring for malware and other threats that could harm the customer’s equipment, the network, or other usersThat said, it is the customer’s sole responsibility for ensuring the security of any device connected to our service, including any data stored on that deviceIt is also the customer’s responsibility for implementing appropriate security precautions for all systems connected to Cox’s network to protect against threats such as viruses, spam, Trojan botnets, and other malicious intrusionsAs a reminder, Cox offers free McAfee anti-virus protection to help defend from unidentified viruses and suspicious behavior To ensure that our customers are informed about our consumer privacy policies, Cox sends an annual Customer Privacy Notice to all Cox customersThere is also a privacy notice online, which can be accessed at [redacted] Unfortunately, our records indicate that the customer has disconnected his Cox serviceAnd while we regret losing him as a customer, it is our hope that we can service him again in the near future Sincerely, Cox Executive Resolutions team
On October 27, 2017, a member of Cox’s Executive Resolution team contacted the customer in reference to his concernsThe customer indicated that the underground line burial created a divot in his yard that is noticeableThe Resolution Specialist escalated the issue to Cox’s vendor ***The vendor contacted the customer on October 26, The customer should work with the contractor directly to finalize the damage claim We sincerely apologize for any inconvenience this may have causedWe appreciate the customer allowing Cox the opportunity to address his concerns Sincerely, Cox’s Executive Resolution 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 These issues have been on going since last August of 2016, not JanWe have numerous recordings and pictures, as well as supervisors and techs that have witnessed these issues, in our home and at the pole outside our homeI feel as though Cox has just given up and no longer want to deal with us or the problemI have been told by the channels we are having problems with that the issues are a Cox issue, not their signal issueI even have a e-mail response to that fact from FamilyNet televisionNext I will be reaching out to TV Land to see if I can get the same confirmation from themAlso in the response from FamilyNet they stated that they have not changed their signal broadcast since when they bought the stationCox is still saying that the signal format change that happen on the 12th of this month to both FamilyNet and TV Land is not something they did, that the networks changed their signal formatThis is not trueI will be looking into the next step I can take concerning these issues.we have not received no $700+ dollars in discountsWe were already on the loyalty discount program before all this startedOur bill was $a month and then [redacted] started discounted us in Septand the total amounts comes to $291.94, keeping in mind that some of the discounts were for our loyalty program that we have been on for the past three yearsIn response to our issues she started discounting us from $down to $145ish for our inconvenience due to the issues with our signal reception on multiple channelsWe have all our statements and payments
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 But the cox service man came and made the phone call and had the box turned on and didn't understand why they just could t do that Regards, [redacted]
Cox’s autopay was assigned successfully to the customer’s account on September 06, The following bill message is reflected on his Cox statement dated October 02, 2016: **Auto Payment On Your Due Date - Do Not Pay [redacted] Additionally, the aforementioned late fees, as well as an installation charge of $50.00, were credited to his accountThese adjustments are reflected on his Cox statements dated September 02, and October 02, We sincerely apologize for the amount of time and number of phone calls it took for the customer to get this correctedHowever, we will continually strive to provide our customers with the best service possibleSincerely, Cox Executive Resolutions team
While there are no records of the customer contacting Cox remove the Sports and Info Pak and Sports Pak from her account, in accordance with her request, we have removed the said packages and applied a credit to offset the charges since October 15, As a one-time courtesy, we have also applied a credit in full for the Pay Per View (PPV) event ordered on December 30, In the future, since PPV events are nonrefundable, we will be unable to apply adjustments for similar issues We note that the customer is already receiving the highest discounts available to herShould the customer have any further questions about the information above, we ask that she please contact Cox’s Support team at ###-###-#### Sincerely, Cox’s Executive Resolution Team
Cox Communications files this response in regards to complaint [redacted] A member of Cox’s Executive Resolutions team has attempted to reach the subscriber on three occasionsThe subscriber’s complaint is not related to Cox’s service as the complaint states “ A hired IT person leaked personal information, to a hacker friend, who has attacked my gaming programs, preventing me from playing games that I have purchased.” The subscriber will need to file a police report with their local authorities in regards to this matter Should the subscriber have any additional questions or concerns they can contact the member of the Cox Executive Resolutions team at [redacted] Sincerely, Cox Executive Resolutions
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] ***
Because his auto credit card renewal was not officially activated until after his second bill print on September 02, 2016, he was charged two late payment fees totaling $for his Cox statements dated August 02, and September 02, However, the credits for these late payment fees are reflected on his Cox statement dated October 02, Total monthly charges incurred between August 02, and October 02, is $This covers his current monthly rate of $for his Internet service for Cox statements dated August 02, 2016, September 02, 2016, and October 02, All late payment and installation fees have been credited As of October 24, 2016, the customer has a zero balance, and he has not been charged any additional late payment fees since our initial response to his complaint on October 12, We trust that our response will serve as a helpful clarificationShould the customer have any further questions, we ask that he please contact our Billing team directly at 703-378- Sincerely, Cox Executive Resolutions team
In response to the customer’s concerns, we have mailed the customer a fraud packet to the address provided in the complaint Once all information is received, Cox’s Fraud Investigator will research this information and provide a final determination to the customer in writing We apologize for the inconvenience, and we look forward to resolving this matter as quickly as possible Sincerely, Cox Executive Resolutions 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 meThanks to the intervention by the Revdex.com Serving Western Virginia, the issue with Cox Communications was resolved.It should be noted, however, that the approach by Cox Communications in troubleshooting the issue was a very difficult procedure for this customer.Multiple visits to my residence by service technicians who repeated the same troubleshooting steps in-house was very frustrating - even after this customer (who has some knowledges of electronics/troubleshooting) pointed out that Cox *should [redacted] have learned at a much earlier point that the cause of the problem must be *outside [redacted] the residence.*Only [redacted] after the Revdex.com interceded did Cox raise the issue to the appropriate level and technicians working outside discovered the source of the problem (which indeed was affecting other residents) and resolved the problem As requested several times by the customer, this level of technical assistance should have occurred much sooner; and contacting the Revdex.com should *not [redacted] be necessary.v/r, [redacted]
Regarding our response that was sent to the FCC, a letter was mailed to the customer on February 11, 2016 to the address provided on the complaint. In addition, all consumers have access to the electronic copy we file with the FCC. In short, we anticipated that his node split would be completed by the end of April 2016. However, due to unforeseen conditions, the completion date has been pushed to mid to end June of 2016. On May 22, 2016, a member of Cox’s Field leadership team contacted the customer to address his ongoing concerns and to update him about our estimated timeline. We appreciate the customer’s patience throughout this process, and we apologize for the unexpected delay. However, we are pushing to get this completed as soon as possible. Sincerely, Cox’s Executive Resolutions team
Hello, A member of Cox’s Executive Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint We apologize for not being able to reach the customer, but look forward to being able to resolve her concernIf she is still in need of assistance, she can contact us at the telephone number provided by the Executive Resolution Specialist Sincerely, Cox’s Executive Resolution Team
The issue has been resolved A member of the Executive Resolution team has contacted the customer and confirmed the drop was buried as of 9/28/ Cox has applied a 20% discount towards their service for the next months Their new monthly rate will be $providing we don’t have a rate increase during the next months In addition a $good will credit has been applied to the account Customer was satisfied with the resolution Thank you the Cox Executive Resolution Team
In response to the above concerns, we can confirm that the customer was billed in error for equipment charges totaling $Although the collection agency, ***, was notified of the incident on December 01, 2015, the customer has up to days to resolve any disputes before it’s sent to the credit bureausGiven that a credit was applied to the customer’s account on December 15, 2015, zeroing out the disputed charge, we can confirm that this will not impact his creditIn accordance with the customer’s request, a written letter will be sent to the customer affirming the reconciled balance We apologize for any inconvenience this may have caused, and we will continue to work toward improving the customer experience Sincerely, Cox’s Executive Resolution team
8/18/15: Cox Communications has set an appointment for Saturday, August 22, to check our internet service The issue has always been the internet and its connectionThank you [redacted] ***
Cox Communications files this response in regards to complaint [redacted] First and foremost, Cox Communications apologizes for any inconvenience that this matter has caused our subscriberThis matter was escalated to Cox Business for further assistance and additional supportOn 7/22/15, a member of Cox’s Business team contacted the subscriber to review and address their concernsThe paperwork needed for the transfer/new install was sent to the subscriber on 7/22/ Since then Cox has received the completed paperwork from the subscriberThe subscriber’s installation date will be on 7/29/As promised Cox Business will be crediting the expedite fees of $once the installation is completed on 7/29/Cox Communications Business department will be coaching and addressing each representative that played role within this complaintAgain, Cox Communications apologizes the inconvenience this matter caused our subscriber Sincerely, Cox Executive Resolutions
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 and consider this complaint resolved Regards, [redacted]
On February 21, 2017, a member of Cox’s Executive Resolutions team contacted the customer to address his concernsCox’s records confirm that on December 13, 2016, the date that our customer’s payments are due changed to approximately days after the start of their billing periodNotification of this due date change was explained via the customer’s billing statement dated November 27, After researching the customer’s account, the Resolution Specialist confirmed that his billing period starts on the 27th of each month which results in a due date of the 14th of each monthAs a courtesy, the Resolution Specialist applied a new qualifying promotion discount to his accountThe customer’s new monthly rate is $which will increase to $after Cox’s March 7, rate increaseWe apologize for any confusion, and we appreciate the customer allowing Cox the opportunity to respond to his concerns Sincerely, Cox’s Executive Resolution 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 Yes they have reached out but issues with service have not been resolved?Even on phone this evening July 6, they said there were things that were being worked onI plan to follow up this week by phone Regards, [redacted]
As we communicated to the customer in our previous two responses through the Federal Communications Commissions, Cox is committed to the ongoing management of monitoring for malware and other threats that could harm the customer’s equipment, the network, or other usersThat said, it is the customer’s sole responsibility for ensuring the security of any device connected to our service, including any data stored on that deviceIt is also the customer’s responsibility for implementing appropriate security precautions for all systems connected to Cox’s network to protect against threats such as viruses, spam, Trojan botnets, and other malicious intrusionsAs a reminder, Cox offers free McAfee anti-virus protection to help defend from unidentified viruses and suspicious behavior To ensure that our customers are informed about our consumer privacy policies, Cox sends an annual Customer Privacy Notice to all Cox customersThere is also a privacy notice online, which can be accessed at [redacted] Unfortunately, our records indicate that the customer has disconnected his Cox serviceAnd while we regret losing him as a customer, it is our hope that we can service him again in the near future Sincerely, Cox Executive Resolutions team
On October 27, 2017, a member of Cox’s Executive Resolution team contacted the customer in reference to his concernsThe customer indicated that the underground line burial created a divot in his yard that is noticeableThe Resolution Specialist escalated the issue to Cox’s vendor ***The vendor contacted the customer on October 26, The customer should work with the contractor directly to finalize the damage claim We sincerely apologize for any inconvenience this may have causedWe appreciate the customer allowing Cox the opportunity to address his concerns Sincerely, Cox’s Executive Resolution 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 These issues have been on going since last August of 2016, not JanWe have numerous recordings and pictures, as well as supervisors and techs that have witnessed these issues, in our home and at the pole outside our homeI feel as though Cox has just given up and no longer want to deal with us or the problemI have been told by the channels we are having problems with that the issues are a Cox issue, not their signal issueI even have a e-mail response to that fact from FamilyNet televisionNext I will be reaching out to TV Land to see if I can get the same confirmation from themAlso in the response from FamilyNet they stated that they have not changed their signal broadcast since when they bought the stationCox is still saying that the signal format change that happen on the 12th of this month to both FamilyNet and TV Land is not something they did, that the networks changed their signal formatThis is not trueI will be looking into the next step I can take concerning these issues.we have not received no $700+ dollars in discountsWe were already on the loyalty discount program before all this startedOur bill was $a month and then [redacted] started discounted us in Septand the total amounts comes to $291.94, keeping in mind that some of the discounts were for our loyalty program that we have been on for the past three yearsIn response to our issues she started discounting us from $down to $145ish for our inconvenience due to the issues with our signal reception on multiple channelsWe have all our statements and payments
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 But the cox service man came and made the phone call and had the box turned on and didn't understand why they just could t do that Regards, [redacted]
Cox’s autopay was assigned successfully to the customer’s account on September 06, The following bill message is reflected on his Cox statement dated October 02, 2016: **Auto Payment On Your Due Date - Do Not Pay [redacted] Additionally, the aforementioned late fees, as well as an installation charge of $50.00, were credited to his accountThese adjustments are reflected on his Cox statements dated September 02, and October 02, We sincerely apologize for the amount of time and number of phone calls it took for the customer to get this correctedHowever, we will continually strive to provide our customers with the best service possibleSincerely, Cox Executive Resolutions team
While there are no records of the customer contacting Cox remove the Sports and Info Pak and Sports Pak from her account, in accordance with her request, we have removed the said packages and applied a credit to offset the charges since October 15, As a one-time courtesy, we have also applied a credit in full for the Pay Per View (PPV) event ordered on December 30, In the future, since PPV events are nonrefundable, we will be unable to apply adjustments for similar issues We note that the customer is already receiving the highest discounts available to herShould the customer have any further questions about the information above, we ask that she please contact Cox’s Support team at ###-###-#### Sincerely, Cox’s Executive Resolution Team
Cox Communications files this response in regards to complaint [redacted] A member of Cox’s Executive Resolutions team has attempted to reach the subscriber on three occasionsThe subscriber’s complaint is not related to Cox’s service as the complaint states “ A hired IT person leaked personal information, to a hacker friend, who has attacked my gaming programs, preventing me from playing games that I have purchased.” The subscriber will need to file a police report with their local authorities in regards to this matter Should the subscriber have any additional questions or concerns they can contact the member of the Cox Executive Resolutions team at [redacted] Sincerely, Cox Executive Resolutions
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] ***
Because his auto credit card renewal was not officially activated until after his second bill print on September 02, 2016, he was charged two late payment fees totaling $for his Cox statements dated August 02, and September 02, However, the credits for these late payment fees are reflected on his Cox statement dated October 02, Total monthly charges incurred between August 02, and October 02, is $This covers his current monthly rate of $for his Internet service for Cox statements dated August 02, 2016, September 02, 2016, and October 02, All late payment and installation fees have been credited As of October 24, 2016, the customer has a zero balance, and he has not been charged any additional late payment fees since our initial response to his complaint on October 12, We trust that our response will serve as a helpful clarificationShould the customer have any further questions, we ask that he please contact our Billing team directly at 703-378- Sincerely, Cox Executive Resolutions team
In response to the customer’s concerns, we have mailed the customer a fraud packet to the address provided in the complaint Once all information is received, Cox’s Fraud Investigator will research this information and provide a final determination to the customer in writing We apologize for the inconvenience, and we look forward to resolving this matter as quickly as possible Sincerely, Cox Executive Resolutions 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 meThanks to the intervention by the Revdex.com Serving Western Virginia, the issue with Cox Communications was resolved.It should be noted, however, that the approach by Cox Communications in troubleshooting the issue was a very difficult procedure for this customer.Multiple visits to my residence by service technicians who repeated the same troubleshooting steps in-house was very frustrating - even after this customer (who has some knowledges of electronics/troubleshooting) pointed out that Cox *should [redacted] have learned at a much earlier point that the cause of the problem must be *outside [redacted] the residence.*Only [redacted] after the Revdex.com interceded did Cox raise the issue to the appropriate level and technicians working outside discovered the source of the problem (which indeed was affecting other residents) and resolved the problem As requested several times by the customer, this level of technical assistance should have occurred much sooner; and contacting the Revdex.com should *not [redacted] be necessary.v/r, [redacted]
Regarding our response that was sent to the FCC, a letter was mailed to the customer on February 11, 2016 to the address provided on the complaint. In addition, all consumers have access to the electronic copy we file with the FCC. In short, we anticipated that his node split would be completed by the end of April 2016. However, due to unforeseen conditions, the completion date has been pushed to mid to end June of 2016. On May 22, 2016, a member of Cox’s Field leadership team contacted the customer to address his ongoing concerns and to update him about our estimated timeline. We appreciate the customer’s patience throughout this process, and we apologize for the unexpected delay. However, we are pushing to get this completed as soon as possible. Sincerely, Cox’s Executive Resolutions team
Hello, A member of Cox’s Executive Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint We apologize for not being able to reach the customer, but look forward to being able to resolve her concernIf she is still in need of assistance, she can contact us at the telephone number provided by the Executive Resolution Specialist Sincerely, Cox’s Executive Resolution Team