Mega Marts, LLC

Dear Revdex.com,
Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on April 10, 2016.
We apologize for the experience our customer had in attempting to rectify his concerns related to Cox data service and internet speed. A Cox Executive Customer Resolution Specialist...

(ECRS) contacted our customer on April 13, 2016 in response to his complaint and arranged for a technician to go to the home to address the issue.
We made a follow up call on April 19, 2016 and our customer indicated that he was no longer experiencing the issue and that he was satisfied with the resolution. Our customer has our ECRS agent’s direct contact information should he have any additional questions regarding this matter.
Sincerely,
Cox Executive Customer Resolution Team

Dear Revdex.com,
Cox Communications is responding to the rebuttal of complaint filed with your office on 02/03/2016 and assigned the complaint ID of [redacted].
The team who addresses Revdex.com complaints was attempting to reach our customer because we had done extensive work with our Receivables Management team to rectify the situation. We could not relay the details of the proposed resolution via voice mail message due to strict privacy regulations. We apologize that previous experiences with our call center agents was not favorable and we will research the interactions for improvement opportunities.

Agents initially assisting our customer were following the procedures in place to process a refund requested by a customer. Cox’s policy for refunding payments is designed to assure funds being requested have completed processing through the customer’s financial institution and to assure that the refund does not put our customer’s account into a past due status.

Sincerely,
Cox Communications Executive Resolution Team

Revdex.com:
I have reviewed the response made by the business in reference to complain[redacted]3, and find that this resolution is satisfactory to me.
Sincerely,
[redacted]Thankful for all of those people involved  in resolving this matter .Im happy with the offer to replace the  receiver if it does act up another time .Thank you [redacted]

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 8/6/2015 and assigned the complaint ID of [redacted].
We are sorry to hear that the services our customer had installed did not meet expectations. We understand that technical support has been contacted in an effort...

to improve the situation without satisfactory results. We have made multiple attempts to reach our customer by phone at the number provided in the complaint and left messages with direct contact information for the Executive Resolution Team who are willing to assist in facilitating a resolution to this matter. Once we are able to speak with our customer we can determine the proper course of action to follow.
We await the opportunity to assist our customer in finding a resolution.
 
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on August 24, 2017 with the assigned Revdex.com complaint ID of [redacted]. We apologize for the experience our customer had in attempting to rectify her billing concerns related to a quoted rate.  We made contact with...

our customer on August 25, 2017 in response to this complaint and we were able to make the necessary adjustments to her account to resolve her concern. We provided her with direct contact information should she have additional questions regarding this matter. Our customer indicated that she was satisfied with our resolution and had no other additional concerns at that time. Sincerely, Cox Executive Customer Resolution Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 06/25/2015 and assigned the complaint ID of [redacted].
The offer our customer saw when logged in to their account appeared in error.  We are working to correct the page so only offers valid for a specific...

account can be see when logged in to that account.  We have worked with our customer and have been able to provide the services requested and honor the original offer. 
We apologize for the circumstances that led to this complaint and hope that we have met our customer’s expectations now that this matter has been resolved. 
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID [redacted]iled with your office on August 22, 2017. We apologize for the experience our customer encountered when attempting to have his billing concern addressed. A Cox Executive Customer Resolution Specialist (ECRS) contacted our...

customer on August 23, 2017 in response to his complaint and as a gesture of goodwill, agreed to waive the remaining balance on his account and refund any credits due. Our customer indicated that he was satisfied with our resolution and had no other concerns at that time. Sincerely, Cox Executive Customer Resolution Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on May 31, 2017 with the assigned Revdex.com complaint ID of [redacted] We apologize for the misinformation our customer was provided concerning his quoted rate and Cox services.  We made contact with our customer on...

June 7, 2017 in response to this complaint and we were able to make the necessary corrections to his monthly recurring rate and applied credit to his account to ensure his billing concerns were corrected. We provided our customer with direct contact information should he have additional questions regarding this matter. Our customer indicated that he was satisfied with our resolution and had no other additional concerns at that time. Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 06/20/2015 and assigned the complaint ID of [redacted].
A review of the account in question shows that Cox took the proper actions to notify the consumer of the balance due on the account after it was closed. ...

There were three post-disconnection statements sent to the service address as no forwarding address was provided at the time of the disconnection.  These statements were mailed on 6/1/2010, 6/29/2010, and 7/30/2010.  In addition to the statements being sent, two letters were mailed to the customer one on 6/7/2010 and the second on 6/17/2010, directly from Cox requesting payment. Cox also made calls to the phone number on file, which matches the telephone number provided in this complaint. One call took place on 6/10/2010, by a live agent who left a message and were followed by two separate automated calls with messages on 6/11/2010 and 7/5/2010, before being written-off by Cox on 8/11/2010.
Notes on the account from July 22, 2011, indicate that the consumer placed a call to Cox to dispute the outstanding balance.  At that time they were provided the contact information for the 3rd party agency managing the debt.  After unsuccessful attempts to collect the balance the debt was transitioned to the current 3rd party agency on 4/23/15.
At the time the account was disconnected there was a balance for approximately two months of service.  When the account was closed the bill was prorated leaving the balance in question.  Cox views this as a valid debt to be paid by the consumer.
Sincerely, Cox Communications Executive Resolution Team

Complaint: [redacted]
I am rejecting this response because:I appreciate the prompt response from Cox Cable, unfortunately the response contains factual inaccuracies and is vague as to what the final resolution will be.In general, the first paragraph of the response is an inaccurate account of my phone conversations and the actual mailings that occurred (and are STILL occurring).  To level set, my requests on the 1st, 2nd, 3rd, 4th…10th, etc. calls, were all the same – “PLEASE STOP ALL MAILINGS”.  I cannot speak to the actions the Cox representatives did or did not take and if their notes varied from call to call (or if they truly captured the actual conversation in their notes).  I strongly disagree with the following sentence - “Though the proper steps were followed for our customer’s active account, mailings continued for a second unit at the same address without active service.”  I stated on every call and in this Revdex.com complaint that I received 3 separate pieces of mail (to [redacted], to Current Resident & to Barn Unit).  To be clear, ALL of those mailing continue to this day, despite what the Cox response states.  If Cox would like to verify that, they can simply check with their mail center at their [redacted] location in [redacted] (or just check with their marketing dept to see what they are actually sending out – although from what I have gathered in the Cox Communication operation the left hand does not seem to know the right hand is doing).  [redacted] is the return mailing address on the letters I have recently been dropping back in the mail to “Return to Sender” (again hoping that the additional return postage charge will change Cox’s behavior).  Moreover, if you haven’t already deduced from above, I should also add that the first paragraph of the response seems to infer there are two pieces of mail (“active account” and “second unit at the same address”).  I can assure you there are 3.  That is the crux of my frustration, that not only is Cox unable to stop marketing materials, but they are sending out 3 separate letters!!!!!  If it was simply 1 piece of mail we may not be in this situation……I would probably just have accepted my Cox fate and would be putting them in the recycle bin and not wasting my time complaining to no avail for over a year……but there are THREE!!!!  As stated before, that’s over 150+ pieces of mail since I started complaining 17 months ago (yes, this ordeal has just crossed from 16 to 17 months).  I regards to the following verbiage, I have multiple questions – “The credit that was applied as a result of the conversation on 2/29/16 is noted as a one-time credit of $20.00 in response to our customer’s request for a $10.00 per month credit for an extended period. To address our customer’s campaign ending, we have applied a promotion that will discount their current level of service for 12 months. There is no Service Agreement protecting the non-discounted rate, meaning ,the account is subject to any future rate actions.”  I stated in my complaint that I was promised a $20 RECURRING credit on 2/29 (not $10 as Cox noted in their response).You have not stated anywhere in the response why I am not receiving that credit.  I am painfully aware that the $20 credit was only applied as a one-time instance.  I am not seeing in your response why this is not recurring.  There are two options – 1) Cox made a mistake or 2) you are stating that I’m lying on what I was promised on the 2/29 call.  Please clarify which option is accurate.What is the rate associated with my “current level of service” and what is the discount you will apply?  I feel I need to clarify this as Cox has adjusted my rate multiple times over the last 4 months (01/22/2016 - $149.08; 02/22/2016 - $159.93; 03/23/2016 - $153.35; 04/22/2016 - $195.52).  I am excited that I will actually be receiving a discount as a result of this ongoing issue, but at this same time I am disappointed that - “There is no Service Agreement protecting the non-discounted rate, meaning ,the account is subject to any future rate actions.”  In plain speak that sounds as if my monthly bill will continue to fluctuate as it has over that last few months (my rate bill has increased 31% since January) and that in a few months I should expect to pay what I have been paying (i.e., a ridiculous amount of money since Cox only increases bills and doesn’t enhance the service offering behind those rate increases).  In response to your final paragraph – “The issues outlined in the complaint have been addressed and we apologize for the circumstances that led to this complaint.”I sincerely hope that the junk mail stops within 60 days, but after 15+ calls and a laundry list of excuses….truth be told, I will NOT hold my breathe.Does Cox really apologize or is this just a throwaway / “need to include it per Compliance Dept.” type of line?  If Cox really cared would you not accurately account for how many separate pieces of mail I am receiving (3, not 2) in your response and would you not have resolved this on one of my earlier 15+ calls??????????????I feel that I need to echo what I noted above…..it’s disappointing that the response from Cox contains inaccurate information…..this response to my Revdex.com complaint just perpetuates Cox Cable’s continued lack of attention to detail (and facts for that matter).Sincerely, Embarrassed Cox Customer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, provided that they begin to give written confirmations in a reasonable amount of time.
Sincerely,
[redacted]

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 06/07/2017 and assigned the complaint ID of [redacted] We apologize for the experiences that led to this complaint and will make sure any shortcomings which led to the delay in receiving service are...

addressed. We have made attempts to reach our customer via the phone number provided with the complaint, however we have not been able to speak with them. Messages have been left with direct contact information for this department. We welcome the opportunity to work with our customer to reach a mutually satisfactory resolution.   Respectfully submitted,                                         ...⇄ Cox Communications Executive Resolution Team

This has been forwarded to [redacted]. They are creating a CIR to investigate the requirements and cost to extend the TAP for this customer. We will follow up when they have an ETA to extend the Tap. We look forward to keep the customer updated in this process...

and will update the Revdex.com when this is completed

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 03/02/2016 and assigned the complaint ID of [redacted]. We have reviewed the account and file this response.
We have verified the disconnect date as the consumer described in the complaint. The work order to...

disconnect service did not complete properly causing the services to re**in on active billing. When the error was brought to our attention the services were removed from active billing and prorated for the current billing cycle.
At the time the disconnect order was created there was an outstanding balance on the account. We have applied a credit to the account to cover the service charges from the intended disconnect date to the prorated date when the work order was properly completed. The consumer has been **de aware of the new amount to be paid and will be provide documentation detailing the account balances.
Sincerely,
Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 07/01/2015 and assigned the complaint ID of [redacted].
Cox Communications extends our apologies for the service experience our customer experienced that led to their disconnecting their service.  A review of...

the account shows that the credits promised to our customer were applied to the account in May and June of 2015. In May, the same period in which the Early Termination Fee (“ETF”) was assessed, a credit was applied for a portion of the ETF.  In June when our customer spoke with a Supervisor the credit for services, which was discussed originally in April, was applied to the account.
The credits applied to the account were not removed, they remain and the amount recently paid was the correct amount due.   Our customer has been made aware of our findings verbally and has our direct contact information if there are any additional questions.
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com: Cox Communications responds to case # [redacted]  Our Executive Customer Resolution Team [redacted]made contact with our customer and removed the charge for the service call for overall good relations. In addition, the customer is aware if the service matter happens...

again with respect to the receiver issue, we will as a one time courtesy go to the home to review all again and swap out the receiver  at no charge. The customer has [redacted] contact information for further assistance with concerns regarding this issue. We believe the customer was satisfied with the outcome. Thank you, [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 04/17/2017 and assigned the complaint ID of [redacted] We apologize for the extended time it has taken for our customer to find a resolution to the internet problem reported. There are multiple factors...

that can result in an intermittent internet connection. If the issue is with a hard wired connection the wires or point of connection should be inspected to assure they are intact. If the issue occurs with a Wi-Fi connection the issue can be interference from electronics, customer equipment, or other outside signals. In addition, a Wi-Fi signal will be less than a wired signal and, depending on the tasks being executed, can result in a slower or even dropped connection. Through equipment replacement and some signal adjustments we have restored a reliable connection both wired and via Wi-Fi. We have taken actions on the account to lower the monthly rate as compensation for the issue experienced. We appreciate our customer’s continued patronage and look forward to providing exemplary customer experiences in the future   Respectfully submitted,                                         ...⇄ Cox Communications Executive Resolution Team