I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactoryHowever, I would hope the company takes steps in the future to prevent this occurring to other customersMy fiance had the same thing happen to him a few years back, but being able to produce the bills from where his equipment was purchased he had to return the equipmentI'd like to see the company to take steps to verify any equipment was leased prior to billing for unreturned equipment in these instances rather than, what I believe to be, them automatically sending out bills for unreturned equipment Regards, [redacted]
A member of Cox’s Executive Resolution team spoke with the customer on January 19, Our records reflect that the customer only paid for services that were rendered to him, however he spoke with a Billing Representative on December 31, who applied an invalid $creditThe agent told the customer that he would be getting a $refundEven though this refund is not warranted, the Executive Resolution Specialist has escalated the matter and approved the quoted refundThe $refund check will be mailed to his address on approximately January 27, and can take up to business days to be delivered.We appreciate the customer allowing Cox the opportunity to address his concernsIn the event he has any further questions about this matter, he may contact the Executive Resolution Specialist at the number provided to him.Sincerely,Cox’s Executive Resolutions Team
Cox has reviewed the account and originally when the customer contacted Cox to change the account and reduce the monthly rate they were not the primary account holder. The service package was changed, however the account was cancelled so the complainant could have the... account put in their name. This caused the billing discrepancy and the $12.00 credit the customer was referring to was sent to the old account holder in a refund once the account was disconnected. The Executive Resolution specialist reviewed the calls and confirmed the customer was given incorrect information and therefore per the customer's request the account has been disconnected and the account balance has been fully credited. The customer has been advised he still has one cable box and will need to return it or they will be charged for it. The customer has the direct contact information for the Resolution Specialist should they have any further concerns. We apologize for the inconvenience this matter has caused and we appreciate you giving us the opportunity to address the customer's concerns. Sincerely, Cox's Executive Escalation Team.
My monthly bill is and my account still shows 114+ dueIt shows my line will be disconnected if I don't pay thisNot sure what is happeningCan you make sure everything is correct from your end.Thanks,***
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]
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 am willing to pay the balance if I can make paymentsI could never get an explanation for the billing because no one understood and it took me months to reach the representative that was working on my accountI am a non-profit and most of my funding comes from some donations and my own moneyIf Cox will allow me to pay in payments, I feel that is fair because I did have serviceI just didnt know my bill was the amount that it wasRegards, [redacted]
Thanks for all your help with this-the gutter was installed and the hole filled in and painted 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]
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 Cox cable in [redacted] ** is the most rudest an cruddiest company on earth......I demand a settlement they go ?? on your bill anytime......fr 30yrs I never bn late or miss a payement but thy still do what thy want.I want 1million in harassment's Regards, [redacted]
We apologize to the customer for her experienceWe have listened to the sales conversation that took place on January 17, 2017, and we have confirmed that the customer was quoted a lesser price for her Cox bundle On January 24, 2017, a member of our Executive Resolution team contacted the customer to honor the pricing that she was quoted for monthsAs an additional courtesy, she was credited one month of service Her account has been documented about the above changesShould the customer experience any further issues with her service or have questions about her bill, we ask that she please contact our Customer Support team directly at ###-###-#### Sincerely, Cox Executive Resolutions team
I have not heard anymore updates from the Supervisor [redacted] and I have been leaving messages to see if he has contacted the customer yet [redacted] was supposed to call the customer last Friday to confirm the speed Originally he believed the customer was supposed to be getting a speed of up to a MBPS, however the speed they should be getting is up to 50MBPS with the Preferred level of service In my last conversation [redacted] stated he believed the customer was getting around 50MBPS Since I haven’t been able to reach [redacted] to confirm if he has spoken with the customer or not, I just called and left my contact information on their voicemail I have asked them to confirm what speed they are getting hard wired I left a message explaining what speed they should be getting If they are getting somewhere from 40-50MBPS then they are getting the correct speed We can still put in a WIFI extender to help with the connectivity problem if they would like I am also sending an email to the customer today to see if they can confirm the speeds they are getting
Revdex.com: 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 sure if this messages are machine read or someone at COX is reading thisDespite of telling me I will not be charged late payment fees since they didn't knew how to setup online payments, they have charged me for the late payment feesThis is ridiculous and I am about to open another complaint with FCC if this doesn't get sorted out soon Regards, [redacted] ***
On March 27, 2017, a member of Cox’s Executive Resolution team spoke with the customer in reference to her concernSince we are unable to confirm the whereabouts of the equipment in question, we have removed the cable box from her previous Cox account This change resulted in the removal of her $equipment charge The remaining balance still outstanding is $We have notified the Collections Agency, [redacted] , of the updated balance and the customer’s credit reports will be updatedWe ask that the customer allow up to days for all of the Credit Bureaus to be updatedWe apologize for any inconvenience this may have caused and look forward to working with the customer in the futureSincerely, Cox’s Executive Resolution Team
Cox Communications files this response in regards to complaint [redacted] Cox Communications is sorry to learn that our subscriber is experiencing issues with not being able to access certain websites After further review, Cox Communications records indicate the subscriber has contacted us to report these issuesAdditionally, a member of Cox Executive Resolutions attempted to contact the subscriber and left a message with their contact informationShould our subscriber have any additional questions or concerns they can contact the member of the Executive Resolutions team at [redacted] Sincerely, Cox Executive Resolutions
Cox’s records confirm that Cox Field Technical Specialists (FTS) have attended numerous service calls to the customer’s home since January in order to verify her cable service issuesThe FTS technicians have also worked directly with Cox’s Outside Maintenance department as well as our Video Operations department and Master Telecommunications Center in order to duplicate and correct the issues the customer has been experiencing with her TV serviceThe technicians have been unable to duplicate the technical issues to the extent she has been experiencing them Cox technicians have corrected some minor errors that were found previously, but have not been able to identify or duplicate the issues she continues to have We also note that we have not received any other complaints from neighbors in this customer’s node Since September 2016, the customer has received $in service creditSince we have not been able to duplicate or identify any further issues, we will be unable to apply any further credits to her account for this issue We apologize for the delays in coming to this conclusion, but wanted to complete our troubleshooting attemptsIn 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
Our records indicate that the customer has also filed a complaint with the Federal Communications CommissionWe will continue to monitor the situation and will report our findings to the FCC Our Field Leadership team has reached out to the customer, and we are looking forward to resolving this matter once we hear back from him 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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
A member of Cox's Executive Escalations team contacted the customer via email to address their concerns. The Resolution Specialist reviewed the call and confirmed what the customer was offered. The Resolution Specialist added additional promotions to get the customer to the new... rate of $185.24 and they also applied a credit on the account to cover the additional overages mentioned in the complaint. The customer was advised of the remaining balance of $617.60 which includes a previous balance transfer of $230.53, $200.00 for the equipment charges, the $49.99 activation fee and her current monthly service. The customer also confirmed the DVR recordings did come back. We apologize for the inconvenience this matter has caused our customer and we appreciate the opportunity to address our customer's concerns. Coaching feedback will be sent regarding the Sales Representative. The customer has the contact information for the Executive Resolution Specialist should they have any further concerns pertaining to this matter. Sincerely Cox 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 am scheduling another service call for next week The service is really bad I even had the "boost" added to internet service.Cox confirmed that a "block" was added to stop reception of our local channels This is just wrong!!! I took cable out over years ago but was able to receive the local channels I think this should be illegal! They are trying to force people to purchase cable packages.As far as I am concerned, this problem has not been resolved! Regards, [redacted] ***
Dear Revdex.com, Cox Communications files this response in regards to complaint [redacted] First and foremost, we apologize to our subscriber for the inconvenience this matter has caused them Cox takes this matter very seriously and will be coaching each and every representative that played in role this complaintOn 8/13/15, a member of Cox’s Executive Resolutions team contacted the subscriber to apologize and to address their concernsThe member of Executive team issued the subscriber’s account a credit adjustment in the amount of $The subscriber was pleased and satisfied with the adjustment made towards her accountAgain, Cox Communications apologizes for the any inconvenience this matter has caused our subscriber Sincerely, Cox Executive Resolutions
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 "Your carrier has provided the FCC with a response to your complaintYou should receive a copy of the response from the carrier within 7-days via postal mailAs such, no further action is requiredYour complaint is closed." < Message from the FCC received by email I never received a copy of the response by mail from my carrierI wish to receive a letter of your communication with the FCCI have tried to get in contact with support, field leader, and other various cox communication contact methodsI usually never get a follow up after leaving messages via voicemail or emailAll I asked for was an update"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 inconvenience."The bills between 11/24/- 1/24/were already a mess because someone or the system changed my internet package from ultimate to ultimateMy internet was changed to the exact package I was already subscribed to thus knocking me out of my price lock guarantee for ultimate tier All I ask for is communicationNot frequently just a "Hey it's still being worked on"I've dealt with technicians/maintenance before when my tap was damaged because a Squirrel chewed on the RGdrop line and water destroyed bothDo you know how it was fixed at first? I was split off my neighbors tap for around yearsIt took many phone calls and techs visits "Oh, I can't fix that I'll put a ticket into maintenance" - I finally visited the solution store at [redacted] and explained my situation in person about the tap being damaged and it still took a while for maintenance to fix it took them around 10minutesI suffered with instability and frequent resets for a long time usually when it was very cold or it rained for yearsSo, YeahI'm sorry if I do not take your word at face valueI've reached out to others near me who are experiencing the same issue who also require node splits (Not the same node)Now I was informed that 500/households share a "node" Alright, If this is true - anyone who has an internet package over 50mb/s during the hours of 5pm - midnight (peak hours) is not even remotely getting close to the speeds they are paying for being informed, or not Now if the issue isn't resolved by summer when school is let out for summer vacation and internet usage will dramatically increase I guess I'll be reduced to dail up speeds I've attached an image of my speed levels at the lowest point now keep in mind I'm paying for down and uploadDuring peak hours and on weekends I usually get around down and upCheck out the image and tell me if you think that's remotely close to 200/20In the end all I ask for is stability, communication, and getting remotely close to the speed you pay for
I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactoryHowever, I would hope the company takes steps in the future to prevent this occurring to other customersMy fiance had the same thing happen to him a few years back, but being able to produce the bills from where his equipment was purchased he had to return the equipmentI'd like to see the company to take steps to verify any equipment was leased prior to billing for unreturned equipment in these instances rather than, what I believe to be, them automatically sending out bills for unreturned equipment Regards, [redacted]
A member of Cox’s Executive Resolution team spoke with the customer on January 19, Our records reflect that the customer only paid for services that were rendered to him, however he spoke with a Billing Representative on December 31, who applied an invalid $creditThe agent told the customer that he would be getting a $refundEven though this refund is not warranted, the Executive Resolution Specialist has escalated the matter and approved the quoted refundThe $refund check will be mailed to his address on approximately January 27, and can take up to business days to be delivered.We appreciate the customer allowing Cox the opportunity to address his concernsIn the event he has any further questions about this matter, he may contact the Executive Resolution Specialist at the number provided to him.Sincerely,Cox’s Executive Resolutions Team
Cox has reviewed the account and originally when the customer contacted Cox to change the account and reduce the monthly rate they were not the primary account holder. The service package was changed, however the account was cancelled so the complainant could have the... account put in their name. This caused the billing discrepancy and the $12.00 credit the customer was referring to was sent to the old account holder in a refund once the account was disconnected. The Executive Resolution specialist reviewed the calls and confirmed the customer was given incorrect information and therefore per the customer's request the account has been disconnected and the account balance has been fully credited. The customer has been advised he still has one cable box and will need to return it or they will be charged for it. The customer has the direct contact information for the Resolution Specialist should they have any further concerns. We apologize for the inconvenience this matter has caused and we appreciate you giving us the opportunity to address the customer's concerns. Sincerely, Cox's Executive Escalation Team.
My monthly bill is and my account still shows 114+ dueIt shows my line will be disconnected if I don't pay thisNot sure what is happeningCan you make sure everything is correct from your end.Thanks,***
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]
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 am willing to pay the balance if I can make paymentsI could never get an explanation for the billing because no one understood and it took me months to reach the representative that was working on my accountI am a non-profit and most of my funding comes from some donations and my own moneyIf Cox will allow me to pay in payments, I feel that is fair because I did have serviceI just didnt know my bill was the amount that it wasRegards, [redacted]
Thanks for all your help with this-the gutter was installed and the hole filled in and painted 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]
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 Cox cable in [redacted] ** is the most rudest an cruddiest company on earth......I demand a settlement they go ?? on your bill anytime......fr 30yrs I never bn late or miss a payement but thy still do what thy want.I want 1million in harassment's Regards, [redacted]
We apologize to the customer for her experienceWe have listened to the sales conversation that took place on January 17, 2017, and we have confirmed that the customer was quoted a lesser price for her Cox bundle On January 24, 2017, a member of our Executive Resolution team contacted the customer to honor the pricing that she was quoted for monthsAs an additional courtesy, she was credited one month of service Her account has been documented about the above changesShould the customer experience any further issues with her service or have questions about her bill, we ask that she please contact our Customer Support team directly at ###-###-#### Sincerely, Cox Executive Resolutions team
I have not heard anymore updates from the Supervisor [redacted] and I have been leaving messages to see if he has contacted the customer yet [redacted] was supposed to call the customer last Friday to confirm the speed Originally he believed the customer was supposed to be getting a speed of up to a MBPS, however the speed they should be getting is up to 50MBPS with the Preferred level of service In my last conversation [redacted] stated he believed the customer was getting around 50MBPS Since I haven’t been able to reach [redacted] to confirm if he has spoken with the customer or not, I just called and left my contact information on their voicemail I have asked them to confirm what speed they are getting hard wired I left a message explaining what speed they should be getting If they are getting somewhere from 40-50MBPS then they are getting the correct speed We can still put in a WIFI extender to help with the connectivity problem if they would like I am also sending an email to the customer today to see if they can confirm the speeds they are getting
Revdex.com: 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 sure if this messages are machine read or someone at COX is reading thisDespite of telling me I will not be charged late payment fees since they didn't knew how to setup online payments, they have charged me for the late payment feesThis is ridiculous and I am about to open another complaint with FCC if this doesn't get sorted out soon Regards, [redacted] ***
On March 27, 2017, a member of Cox’s Executive Resolution team spoke with the customer in reference to her concernSince we are unable to confirm the whereabouts of the equipment in question, we have removed the cable box from her previous Cox account This change resulted in the removal of her $equipment charge The remaining balance still outstanding is $We have notified the Collections Agency, [redacted] , of the updated balance and the customer’s credit reports will be updatedWe ask that the customer allow up to days for all of the Credit Bureaus to be updatedWe apologize for any inconvenience this may have caused and look forward to working with the customer in the futureSincerely, Cox’s Executive Resolution Team
Cox Communications files this response in regards to complaint [redacted] Cox Communications is sorry to learn that our subscriber is experiencing issues with not being able to access certain websites After further review, Cox Communications records indicate the subscriber has contacted us to report these issuesAdditionally, a member of Cox Executive Resolutions attempted to contact the subscriber and left a message with their contact informationShould our subscriber have any additional questions or concerns they can contact the member of the Executive Resolutions team at [redacted] Sincerely, Cox Executive Resolutions
Cox’s records confirm that Cox Field Technical Specialists (FTS) have attended numerous service calls to the customer’s home since January in order to verify her cable service issuesThe FTS technicians have also worked directly with Cox’s Outside Maintenance department as well as our Video Operations department and Master Telecommunications Center in order to duplicate and correct the issues the customer has been experiencing with her TV serviceThe technicians have been unable to duplicate the technical issues to the extent she has been experiencing them Cox technicians have corrected some minor errors that were found previously, but have not been able to identify or duplicate the issues she continues to have We also note that we have not received any other complaints from neighbors in this customer’s node Since September 2016, the customer has received $in service creditSince we have not been able to duplicate or identify any further issues, we will be unable to apply any further credits to her account for this issue We apologize for the delays in coming to this conclusion, but wanted to complete our troubleshooting attemptsIn 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
Our records indicate that the customer has also filed a complaint with the Federal Communications CommissionWe will continue to monitor the situation and will report our findings to the FCC Our Field Leadership team has reached out to the customer, and we are looking forward to resolving this matter once we hear back from him 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 I will wait for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]
A member of Cox's Executive Escalations team contacted the customer via email to address their concerns. The Resolution Specialist reviewed the call and confirmed what the customer was offered. The Resolution Specialist added additional promotions to get the customer to the new... rate of $185.24 and they also applied a credit on the account to cover the additional overages mentioned in the complaint. The customer was advised of the remaining balance of $617.60 which includes a previous balance transfer of $230.53, $200.00 for the equipment charges, the $49.99 activation fee and her current monthly service. The customer also confirmed the DVR recordings did come back. We apologize for the inconvenience this matter has caused our customer and we appreciate the opportunity to address our customer's concerns. Coaching feedback will be sent regarding the Sales Representative. The customer has the contact information for the Executive Resolution Specialist should they have any further concerns pertaining to this matter. Sincerely Cox 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 am scheduling another service call for next week The service is really bad I even had the "boost" added to internet service.Cox confirmed that a "block" was added to stop reception of our local channels This is just wrong!!! I took cable out over years ago but was able to receive the local channels I think this should be illegal! They are trying to force people to purchase cable packages.As far as I am concerned, this problem has not been resolved! Regards, [redacted] ***
Dear Revdex.com, Cox Communications files this response in regards to complaint [redacted] First and foremost, we apologize to our subscriber for the inconvenience this matter has caused them Cox takes this matter very seriously and will be coaching each and every representative that played in role this complaintOn 8/13/15, a member of Cox’s Executive Resolutions team contacted the subscriber to apologize and to address their concernsThe member of Executive team issued the subscriber’s account a credit adjustment in the amount of $The subscriber was pleased and satisfied with the adjustment made towards her accountAgain, Cox Communications apologizes for the any inconvenience this matter has caused our subscriber Sincerely, Cox Executive Resolutions
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 "Your carrier has provided the FCC with a response to your complaintYou should receive a copy of the response from the carrier within 7-days via postal mailAs such, no further action is requiredYour complaint is closed." < Message from the FCC received by email I never received a copy of the response by mail from my carrierI wish to receive a letter of your communication with the FCCI have tried to get in contact with support, field leader, and other various cox communication contact methodsI usually never get a follow up after leaving messages via voicemail or emailAll I asked for was an update"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 inconvenience."The bills between 11/24/- 1/24/were already a mess because someone or the system changed my internet package from ultimate to ultimateMy internet was changed to the exact package I was already subscribed to thus knocking me out of my price lock guarantee for ultimate tier All I ask for is communicationNot frequently just a "Hey it's still being worked on"I've dealt with technicians/maintenance before when my tap was damaged because a Squirrel chewed on the RGdrop line and water destroyed bothDo you know how it was fixed at first? I was split off my neighbors tap for around yearsIt took many phone calls and techs visits "Oh, I can't fix that I'll put a ticket into maintenance" - I finally visited the solution store at [redacted] and explained my situation in person about the tap being damaged and it still took a while for maintenance to fix it took them around 10minutesI suffered with instability and frequent resets for a long time usually when it was very cold or it rained for yearsSo, YeahI'm sorry if I do not take your word at face valueI've reached out to others near me who are experiencing the same issue who also require node splits (Not the same node)Now I was informed that 500/households share a "node" Alright, If this is true - anyone who has an internet package over 50mb/s during the hours of 5pm - midnight (peak hours) is not even remotely getting close to the speeds they are paying for being informed, or not Now if the issue isn't resolved by summer when school is let out for summer vacation and internet usage will dramatically increase I guess I'll be reduced to dail up speeds I've attached an image of my speed levels at the lowest point now keep in mind I'm paying for down and uploadDuring peak hours and on weekends I usually get around down and upCheck out the image and tell me if you think that's remotely close to 200/20In the end all I ask for is stability, communication, and getting remotely close to the speed you pay for