Cox’s records confirm that the customer was previously benefiting from a promotional discount lowering her monthly rate to $That promotion expired on April 7, 2017, thereby raising the customer’s monthly bill to $ On October 4, 2017, customers who only subscribe to Cox’s Internet service and were not in a month service agreement experienced a rate increaseNotification of this rate increase was explained via the customer’s October 1, billing statementWe can confirm the customer did not see this increase until November 1, Cox is committed to providing the best value in the marketplace for our internet serviceWe are continuously improving our network to maintain superior high speed internet service for our customersTo keep up with the costs incurred with ongoing network enhancements and to continue delivering the latest technological advances, we occasionally have to adjust our ratesSome of these technological benefits include faster download and upload speeds, free access and hotspot obtainability, and free Cox Security Suite (with Cox Internet Preferred or higher)After researching the customer’s account, the Resolution Specialist confirmed that she is already receiving the best rate available to herCurrently, the customer’s monthly rate is $which is subject to change with any future rate changesWe appreciate the customer allowing Cox the opportunity to address her concernsSincerely, 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 Resolutions team spoke with the customer on June 19, in order to address her concernsThe Resolution Specialist attempted to troubleshoot the issue she is experiencing when accessing the Cox websiteAfter troubleshooting did not resolve the issue, the Resolution Specialist suggested utilized Cox Tech Solutions (CTS) serviceThe cost of this service was waived so that we could further troubleshoot the issueThe CTS agent could not find a cause to the customer’s issue and referred the matter to our Mail TeamWe will continue to investigate this issue until we are able to find a resolutionThe Resolution Specialist will continue to work with the customer until the resolution is reachedWe apologize for any inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to her concernsSincerely, 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 The position Cox Communications put me due to their mistake was extremely frustrating as well as stressful I received threats from them that that my credit would be damaged I never received an email or phone call following up with my case, and I had to repeatedly call and plead my case to multiple cs reps and a manager in order to get this problem fixed I am confident that had I not been so persistent, my credit would have been damaged Also, I was given three different time periods until my credit would be damaged by three different people Originally, [redacted] explained my credit would be damaged after days I then had a Cox Communications Manager tell me my credit would not be damaged until days Then, the responder to my Revdex.com complaint stated days The amount of varying disinformation is unacceptable There has been no accountability for what happened, other than Cox stating that I was billed in error after I spent hours trying to prove this to them, and after I filed a Revdex.com complaint At no point in time did I receive an explanation or apology from the person or department that caused this problem This is an unfortunate blatant example of how little appreciation or respect Cox Communications has for its customers I have had Cox service for years I have always paid my bills in full and on time I have had numerous outages, and problems with my service, that I was always understanding about My reward for me being a good customer was to get sent to collections due to their incompetence In no way shape or form has Cox compensated me for my time, frustration, and effort I had to devote to their mistake Regards, [redacted]
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 talked with the Field Ops Supervisor [redacted] and he did say part of the problem could be the location because the modem and the router are on the bottom floor of a split level home He is going to try to reach the customer so he can install a WIFI extender to see If that will help with the problem I will update you more after the extender is put in to confirm if it helps with the issue [redacted] | Executive Customer Resolutions Specialist
In response to the customer’s concerns, we have provided the direct phone number to a member of our Customer Referral program so that Cox can issue the requested creditsShe was advised to contact our team should she experience any further issues getting this matter resolvedWhile we apologize for this inconvenience, we appreciate the customer bringing this matter to our attentionSincerely, Cox Executive Resolutions team
Our records reflect that the customer transferred her Internet and Telephone service to this address on June 27, The customer was charged a $transfer fee for each service since a Field Technician was scheduled to complete the transferWe note that the customer has been under contract for the Internet and Phone service since February 8, when she agreed to a month Service AgreementIf the customer were to cancel the Phone service before February 7, she would be subject to an Early Termination FeeWe also note that if the customer cancels the Phone service, she will not be eligible for the multi-product discount and her rate will increase by $A member of Cox’s Executive Resolutions team attempted to contact the customer on numerous occasions via the email address provided in the complaintWe appreciate the customer allowing Cox the opportunity to respond to her concerns In the event the customer has any additional questions about this matter, the Executive Resolution Specialist can be contacted at the telephone number provided in the voicemails left with the customerSincerely, Cox’s Executive Resolution Team
Upon receipt of the complaint on January 15, our Cox Business team contacted the customer via email per her requestIn the event the customer has any further questions or concerns, we ask that she contact the Cox Business Representative at the number/email address provided to herSincerely 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 Regards, [redacted] **
We apologize to the customer for her experienceOn July 26, 2016, a member of our Executive Resolutions team contacted the customer to address her complaintA Cox Field Technician was dispatched on July 29, to install the needed Mini-Box equipment and to investigate any lingering issues with the main cable box The customer confirmed with the Executive Resolution Specialist that services are now working and agreed to a $credit to waive the installation feeShould the customer have any related questions about this matter, she can contact the Executive Resolution Specialist at the phone number provided to herSincerely, Cox Executive Resolutions team
On July 13, 2017, a member of Cox’s Executive Resolution team contacted the customer in reference to his concernsThe Resolution Specialist confirmed with the customer that the underground line burial was completed on July 13, The customer explained that our underground contractor damaged his driveway The Resolution Specialist escalated the issue to Cox’s vendor [redacted] The vendor contacted the customer, and he is getting a quote for the repairsThe customer will work with the contractor directly once he receives the quote for repairsWe sincerely apologize for any inconvenience this may have causedWe appreciate the customer allowing Cox the opportunity to address his concernsSincerely, 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 To Whom it may concern,I have heard back from [redacted] *** of [redacted] and have been given a quote of $to have the driveway repaired and these repairs are to be done by [redacted] as my driveway is still fairly new.I expect Both Cox Communications and their Sub-Contractor [redacted] to give in writing their promise to pay for all necessary repairs to the driveway and the Check is to be hand delivered to me in person.No other form will be accepted.I would appreciate a quick response Regards, [redacted] ***
Cox’s records confirm that the customer was previously benefiting from a promotional discount lowering her monthly rate to $That promotion expired on April 7, 2017, thereby raising the customer’s monthly bill to $ On October 4, 2017, customers who only subscribe to Cox’s Internet service and were not in a month service agreement experienced a rate increaseNotification of this rate increase was explained via the customer’s October 1, billing statementWe can confirm the customer did not see this increase until November 1, Cox is committed to providing the best value in the marketplace for our internet serviceWe are continuously improving our network to maintain superior high speed internet service for our customersTo keep up with the costs incurred with ongoing network enhancements and to continue delivering the latest technological advances, we occasionally have to adjust our ratesSome of these technological benefits include faster download and upload speeds, free access and hotspot obtainability, and free Cox Security Suite (with Cox Internet Preferred or higher)After researching the customer’s account, the Resolution Specialist confirmed that she is already receiving the best rate available to herCurrently, the customer’s monthly rate is $which is subject to change with any future rate changesWe appreciate the customer allowing Cox the opportunity to address her concernsSincerely, 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 Resolutions team spoke with the customer on June 19, in order to address her concernsThe Resolution Specialist attempted to troubleshoot the issue she is experiencing when accessing the Cox websiteAfter troubleshooting did not resolve the issue, the Resolution Specialist suggested utilized Cox Tech Solutions (CTS) serviceThe cost of this service was waived so that we could further troubleshoot the issueThe CTS agent could not find a cause to the customer’s issue and referred the matter to our Mail TeamWe will continue to investigate this issue until we are able to find a resolutionThe Resolution Specialist will continue to work with the customer until the resolution is reachedWe apologize for any inconvenience, and we appreciate the customer allowing Cox the opportunity to respond to her concernsSincerely, 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 The position Cox Communications put me due to their mistake was extremely frustrating as well as stressful I received threats from them that that my credit would be damaged I never received an email or phone call following up with my case, and I had to repeatedly call and plead my case to multiple cs reps and a manager in order to get this problem fixed I am confident that had I not been so persistent, my credit would have been damaged Also, I was given three different time periods until my credit would be damaged by three different people Originally, [redacted] explained my credit would be damaged after days I then had a Cox Communications Manager tell me my credit would not be damaged until days Then, the responder to my Revdex.com complaint stated days The amount of varying disinformation is unacceptable There has been no accountability for what happened, other than Cox stating that I was billed in error after I spent hours trying to prove this to them, and after I filed a Revdex.com complaint At no point in time did I receive an explanation or apology from the person or department that caused this problem This is an unfortunate blatant example of how little appreciation or respect Cox Communications has for its customers I have had Cox service for years I have always paid my bills in full and on time I have had numerous outages, and problems with my service, that I was always understanding about My reward for me being a good customer was to get sent to collections due to their incompetence In no way shape or form has Cox compensated me for my time, frustration, and effort I had to devote to their mistake Regards, [redacted]
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 talked with the Field Ops Supervisor [redacted] and he did say part of the problem could be the location because the modem and the router are on the bottom floor of a split level home He is going to try to reach the customer so he can install a WIFI extender to see If that will help with the problem I will update you more after the extender is put in to confirm if it helps with the issue [redacted] | Executive Customer Resolutions Specialist
In response to the customer’s concerns, we have provided the direct phone number to a member of our Customer Referral program so that Cox can issue the requested creditsShe was advised to contact our team should she experience any further issues getting this matter resolvedWhile we apologize for this inconvenience, we appreciate the customer bringing this matter to our attentionSincerely, Cox Executive Resolutions team
Our records reflect that the customer transferred her Internet and Telephone service to this address on June 27, The customer was charged a $transfer fee for each service since a Field Technician was scheduled to complete the transferWe note that the customer has been under contract for the Internet and Phone service since February 8, when she agreed to a month Service AgreementIf the customer were to cancel the Phone service before February 7, she would be subject to an Early Termination FeeWe also note that if the customer cancels the Phone service, she will not be eligible for the multi-product discount and her rate will increase by $A member of Cox’s Executive Resolutions team attempted to contact the customer on numerous occasions via the email address provided in the complaintWe appreciate the customer allowing Cox the opportunity to respond to her concerns In the event the customer has any additional questions about this matter, the Executive Resolution Specialist can be contacted at the telephone number provided in the voicemails left with the customerSincerely, Cox’s Executive Resolution Team
Upon receipt of the complaint on January 15, our Cox Business team contacted the customer via email per her requestIn the event the customer has any further questions or concerns, we ask that she contact the Cox Business Representative at the number/email address provided to herSincerely 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 Regards, [redacted] **
We apologize to the customer for her experienceOn July 26, 2016, a member of our Executive Resolutions team contacted the customer to address her complaintA Cox Field Technician was dispatched on July 29, to install the needed Mini-Box equipment and to investigate any lingering issues with the main cable box The customer confirmed with the Executive Resolution Specialist that services are now working and agreed to a $credit to waive the installation feeShould the customer have any related questions about this matter, she can contact the Executive Resolution Specialist at the phone number provided to herSincerely, Cox Executive Resolutions team
On July 13, 2017, a member of Cox’s Executive Resolution team contacted the customer in reference to his concernsThe Resolution Specialist confirmed with the customer that the underground line burial was completed on July 13, The customer explained that our underground contractor damaged his driveway The Resolution Specialist escalated the issue to Cox’s vendor [redacted] The vendor contacted the customer, and he is getting a quote for the repairsThe customer will work with the contractor directly once he receives the quote for repairsWe sincerely apologize for any inconvenience this may have causedWe appreciate the customer allowing Cox the opportunity to address his concernsSincerely, 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 To Whom it may concern,I have heard back from [redacted] *** of [redacted] and have been given a quote of $to have the driveway repaired and these repairs are to be done by [redacted] as my driveway is still fairly new.I expect Both Cox Communications and their Sub-Contractor [redacted] to give in writing their promise to pay for all necessary repairs to the driveway and the Check is to be hand delivered to me in person.No other form will be accepted.I would appreciate a quick response Regards, [redacted] ***