Dear Mr***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to recent charges for international calls billed to your account. I have conducted a thorough review
of your account and have determined the following:
Our records show that on January 14, 2015, the disputed calls were re-rated to the Cox International Savings plan rate of $per minute. An adjustment of $1,will reflect on your next billing statement
Mr***, we apologize for any inconvenience this may have caused you and your family, I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Dear Mr***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to the billing on your account. In reveiwing your account notes, it appears that the disputed
charges for the additional cable box you were getting billed for have been credited to your account
On March 26, a credit of $was applied to your account and will reflect on your next billing statement.
Mr***, Cox would like to apologize for the frustration we may have caused you while trying to resolve your biling concner. I am available for any additional questions adnd/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communmications, California
###-###-####
Dear Mr***,
Thank you for taking the time to briefly speak with me in regards to your Revdex.com complaint. I have reviewed your Cox account and have determined the following:
Our records show that on October 16, you agreed to our Cox bundle package for $per
month (not including taxes, fees and equipment rental). This bundle included “Advanced” cable and Essential internet. In review of your account, it appears that you subscribe to services outside of what is included in the $bundle
Our records show that you subscribe to a higher tier of internet (Preferred) as well as premium cable channels (HBO and Showtime). These additional services increased your monthly recurring charges by $64.54. Again, this rate does not include the equipment rental fee of $19.99. Although Cox is accurately billing you for the level of service that you subscribe, you have been provided with goodwill credits totaling $in hopes of restoring your faith in us
Mr***, Cox would like to apologize if these additional charges were not explained to you at the time of install. We will share this with the appropriate organizations within Cox that are responsible for ensuring our customers are provided detailed information to assist with their buying choices
You also state in your complaint letter that you are experiencing technical issues with your cable service. As you stated the boxes have been exchanged multiple times. If you would like, we can have a member of our field service staff come to your home to thoroughly troubleshoot your service concern
Based on this information, it does not appear that there is a billing error. You may contact me directly with any additional questions and/or concerns regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to a promotion that recently expired on your account. Cox would like to apologize that the terms
of the promotion was not thoroughly explained to you
I have applied a credit your account in the amount of $100.78. This amount is equivalent to the additional charges billed to your account prior to you discovering that your promotion had expired
Please accept our apologies for any frustration we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your monthly rate
As a result of our conversation yesterday, January 28, 2015, Cox has agreed to
honor the rate of $without modifying your services.
Please contact me directly with any additional questions and/or concerns
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mr***,Thank you for acknowledging in your response that the terms of the contract were "not correctly explained" to me. Please see attachment I have included that shows what my Cox account online indicated to me, and what I was relying on. Please read the description of the bold and blank triangles in the
screen shot I attached. This is different from what you sent to me. Internet service termination WOULD incur an ETF as indicated by the clear triangle. There is NO such triangle next to TV service. This, in addition to what I was told on the phone, is what I relied on when making my decision as to when to cancel the service. I could have cancelled within days without an ETF. Since the tv/dvr service never really worked in our house, I would have done so. But I had the understanding that I could cancel at any time Anyone who read the online bill would be under the same impression. A week after I cancelled my TV with Cox, a Cox technician came out due to slow internet speeds. His diagnostics indicated that there was a problem with the cable run from the street to my house. He said this is why I had so many problems previously and it never would have worked adequately until this run was replaced by Cox "underground" crew. Why was this not diagnosed correctly by the previous Cox employees who came out? (during the initial install). It seems disingenuous that Cox wants me to pay $to cancel a service that had no chance of working correctly due to a cable problem under the street, that went undiagnosed until the 3rd Cox technician visited by house (in addition to an online support call). Also, in the case of a discrepency between what the online bill states, and what you state the contract indicates, shouldn't the customer be given the benefit of the doubt?
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.I will be contacting the company to meet with them to go over the itemized bill to consider this being resolvedIf they are unable to satisfy my concerns then I will contact the Revdex.com to share further documentation
Regards,
*** ***
Dear Ms***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needsWe are in receipt of your complaint letter filed through the Revdex.com in regards to your level of internet service
Our records show that your internet service has
been switched back to our Connect to Compete rate of $9.95. This was corrected on November 19, 2014. Cox also issued an adjustment of $to your account. This credit will reflect on your next billing statement.
Ms***, please accept our apologies for the inconvenience we have caused you and your family. I have applied an additional credit of $which clears your account balance for internet only
Again Ms***, we apologize for the frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
I received a call from *** *** and unfortunately was at work and could not discuss furtherShe advised me to call the number that was listed in the email after my work hours (6:00pm) and there has been no answerI have now called twice with no responsePlease call me to discuss this matterNo action or resolve has taken place yet. Thank you,*** ***
Dear Mr***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter addressed to the Revdex.com in regards to your experience with our service
Cox has made many provisions to allow you to
bypass our customer service team and work directly with our executive office. My understanding is that you have direct contact information for our Vice President of Field Service, *** *** and have had his information for several years. Mr***, there are also notes on your account that indicate that you will only speak with a Director or above. Unfortunately, Cox is not able to honor this request each time that you contact us
A recent review of your account indicates that you contacted our Corporate office in Atlanta on October 20, to report issues with the level of customer service you received in trying to troubleshoot your cable card. At that time, you were referred back to the local office. Per your request, you did not want to speak with the Executive Resolutions Specialists and therefore you were contacted by the Manager, *** ***. Prior to this Revdex.com complaint, October 20, was the last contact we had from you. Prior to that was May 6,
Mr***, we apologize if you feel that we do not care about the level of service we provide our customers. Cox prides itself on customer service and it disheartens us to know that we may have failed you.
I am available for any additional feedback you may have on how we may better serve you
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response 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]
I contacted Cox on 29 Oct and 21 Nov. The response fails to account for the fact the I requested the account closed on 29 Oct. I have an email stating the account was closed. But the service was reconnect again without my permission and I was even bill for the reconnection. This is proof that it is a systemic issue. What new controls are in place so this does not happen to me again? I request a copy of them. Also, unless I fill out a survey no action is taken. The only reason the account is now closed is due to my persistance and not the actions of Cox. The web page must provide an avenue for customers to deal with these issues. I again request a letter explaining the error so I may provide it to the credit reporting agencies. I cannot trust the companies word that they did not run a credit check. Thank You,[redacted]
Revdex.com:
I have reviewed the response 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]
As noted in Cox latest response, the secondary account was opened for a second time without my consent. Multiple representatives and techs have the ability to open accounts without consent even after being told of my issue. That is by definition a systemic issue. I want a detailed breakdown of the controls put in place to stop this from happening in the future. The latest response is a direct reflect of how I was treated through the entire process.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will consider this complaint resolved unless they solicit me by phone later.
Regards,
[redacted]
Dear Ms. [redacted],
Thank you for this additional information. As of March 10, 2015, Cox has removed the outstanding equipment from your account. At this time, the remaining balance on your account is for services provided prior to your account being disconnected.
Please contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
Office of the Regional Manager
Cox Communications, California
###-###-####
Mr. [redacted],
Thank you for this additional information. As previously stated, Cox could not waive the ETF's until they were billed to your account. Once the account was disconnected, we ensured that the fees were waived.
Again, we do acknowledge the error that was made during your install and apologize for the frustration that it has caused you.
The statement that I provided you in our initial response outlines the past due (previous) balance of $157.62. If payment was made after the statement printed, the payment would have reflected on your next billing statement.
Also, Cox did not refer your account to an outside collection agency. The notification you received was from Cox Communications.
Mr. [redacted], again we apologize for this error and are hopeful that we will be able to regain your trust.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]
Mr. [redacted],
Thank you for this additional information. As outlined in the February 7, 2015 statement you provided, Cox did prorate the advance billing on page 2 of 4. A prorated credit of $160.46 was applied to your account for the billing period January 19, 2015 through February 18, 2015.
Your February statement also outlines the equipment charges of $817.58 as well as the $5.07 late fee.
Your previous balance plus the new charges le[redacted] a total balance due of $1,146.95. This balance was calculated as follows:
Previous Balance $484.76
Equipment Charge $817.58
Late Fee $ 5.07
---------------------------------------------
Total Due $1307.41
Prorated credit $ 160.46-
---------------------------------------------
Remaining Balance $1,146.95
On February 13, 2015, I mailed a shipping label to your service address ([redacted]). Once the equipment is received, the equipment charges will be credited to your account. Please note, outside of the equipment charges, you h[redacted] an outstanding service balance of $329.37.
I am available for any additional questions and/or concerns you may h[redacted] regarding your former Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your Cox statements.
I have confirmed that your account is set up to receive paper...
statements on a monthly basis. In reviewing your account, it appears that the request for paperless billing was done online on November 24, 2014.
During your call to us on February 18, 2015, our customer service representative mailed you a copy of the statement you did not receive but failed to change your account to a paper bill. As a result, when you called in on February 23, 2015 your account had not been corrected.
Mr. [redacted], Cox would like to apologize for any inconvenience we may have caused you. I can assure you that your statement option has been corrected.
I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response 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 never agreed to any Cox's Price Lock Guarantee (PLG) program. I never signed or authorized this. I would like to see documentation that I signed or be provided a verbal recording of me agreeing to any price lock. This now is sounding like fraud on COX's part for a simple price disagreement. I would never agree to any price lock when my bill went up after the initial 12 months. It is a shame you guys are offering promo's right now for faster internet for a cheaper price than I am paying. I am very disappointed with COX.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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 service I ordered finally started on Friday. I been waiting for almost 3 months. The issues I have with the billing is the charges for installation, the receivers, and all the misc. fees. I feel the that it would be fair to start charging me from the 23rd of December with a zero balance. Also the receivers need to be swapped for HD receivers. As the contract states 2 HD receivers are free for 12 months. The new billing should be $63.00 per month. Attached are the cox bills from Oct. - Dec. As requested.[redacted]###-###-####
Dear Mr***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to recent charges for international calls billed to your account. I have conducted a thorough review
of your account and have determined the following:
Our records show that on January 14, 2015, the disputed calls were re-rated to the Cox International Savings plan rate of $per minute. An adjustment of $1,will reflect on your next billing statement
Mr***, we apologize for any inconvenience this may have caused you and your family, I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***
Dear Mr***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to the billing on your account. In reveiwing your account notes, it appears that the disputed
charges for the additional cable box you were getting billed for have been credited to your account
On March 26, a credit of $was applied to your account and will reflect on your next billing statement.
Mr***, Cox would like to apologize for the frustration we may have caused you while trying to resolve your biling concner. I am available for any additional questions adnd/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communmications, California
###-###-####
Dear Mr***,
Thank you for taking the time to briefly speak with me in regards to your Revdex.com complaint. I have reviewed your Cox account and have determined the following:
Our records show that on October 16, you agreed to our Cox bundle package for $per
month (not including taxes, fees and equipment rental). This bundle included “Advanced” cable and Essential internet. In review of your account, it appears that you subscribe to services outside of what is included in the $bundle
Our records show that you subscribe to a higher tier of internet (Preferred) as well as premium cable channels (HBO and Showtime). These additional services increased your monthly recurring charges by $64.54. Again, this rate does not include the equipment rental fee of $19.99. Although Cox is accurately billing you for the level of service that you subscribe, you have been provided with goodwill credits totaling $in hopes of restoring your faith in us
Mr***, Cox would like to apologize if these additional charges were not explained to you at the time of install. We will share this with the appropriate organizations within Cox that are responsible for ensuring our customers are provided detailed information to assist with their buying choices
You also state in your complaint letter that you are experiencing technical issues with your cable service. As you stated the boxes have been exchanged multiple times. If you would like, we can have a member of our field service staff come to your home to thoroughly troubleshoot your service concern
Based on this information, it does not appear that there is a billing error. You may contact me directly with any additional questions and/or concerns regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to a promotion that recently expired on your account. Cox would like to apologize that the terms
of the promotion was not thoroughly explained to you
I have applied a credit your account in the amount of $100.78. This amount is equivalent to the additional charges billed to your account prior to you discovering that your promotion had expired
Please accept our apologies for any frustration we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr***,
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your monthly rate
As a result of our conversation yesterday, January 28, 2015, Cox has agreed to
honor the rate of $without modifying your services.
Please contact me directly with any additional questions and/or concerns
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Mr***,Thank you for acknowledging in your response that the terms of the contract were "not correctly explained" to me. Please see attachment I have included that shows what my Cox account online indicated to me, and what I was relying on. Please read the description of the bold and blank triangles in the
screen shot I attached. This is different from what you sent to me. Internet service termination WOULD incur an ETF as indicated by the clear triangle. There is NO such triangle next to TV service. This, in addition to what I was told on the phone, is what I relied on when making my decision as to when to cancel the service. I could have cancelled within days without an ETF. Since the tv/dvr service never really worked in our house, I would have done so. But I had the understanding that I could cancel at any time Anyone who read the online bill would be under the same impression. A week after I cancelled my TV with Cox, a Cox technician came out due to slow internet speeds. His diagnostics indicated that there was a problem with the cable run from the street to my house. He said this is why I had so many problems previously and it never would have worked adequately until this run was replaced by Cox "underground" crew. Why was this not diagnosed correctly by the previous Cox employees who came out? (during the initial install). It seems disingenuous that Cox wants me to pay $to cancel a service that had no chance of working correctly due to a cable problem under the street, that went undiagnosed until the 3rd Cox technician visited by house (in addition to an online support call). Also, in the case of a discrepency between what the online bill states, and what you state the contract indicates, shouldn't the customer be given the benefit of the doubt?
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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.I will be contacting the company to meet with them to go over the itemized bill to consider this being resolvedIf they are unable to satisfy my concerns then I will contact the Revdex.com to share further documentation
Regards,
*** ***
Dear Ms***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needsWe are in receipt of your complaint letter filed through the Revdex.com in regards to your level of internet service
Our records show that your internet service has
been switched back to our Connect to Compete rate of $9.95. This was corrected on November 19, 2014. Cox also issued an adjustment of $to your account. This credit will reflect on your next billing statement.
Ms***, please accept our apologies for the inconvenience we have caused you and your family. I have applied an additional credit of $which clears your account balance for internet only
Again Ms***, we apologize for the frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
I received a call from *** *** and unfortunately was at work and could not discuss furtherShe advised me to call the number that was listed in the email after my work hours (6:00pm) and there has been no answerI have now called twice with no responsePlease call me to discuss this matterNo action or resolve has taken place yet. Thank you,*** ***
Dear Mr***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter addressed to the Revdex.com in regards to your experience with our service
Cox has made many provisions to allow you to
bypass our customer service team and work directly with our executive office. My understanding is that you have direct contact information for our Vice President of Field Service, *** *** and have had his information for several years. Mr***, there are also notes on your account that indicate that you will only speak with a Director or above. Unfortunately, Cox is not able to honor this request each time that you contact us
A recent review of your account indicates that you contacted our Corporate office in Atlanta on October 20, to report issues with the level of customer service you received in trying to troubleshoot your cable card. At that time, you were referred back to the local office. Per your request, you did not want to speak with the Executive Resolutions Specialists and therefore you were contacted by the Manager, *** ***. Prior to this Revdex.com complaint, October 20, was the last contact we had from you. Prior to that was May 6,
Mr***, we apologize if you feel that we do not care about the level of service we provide our customers. Cox prides itself on customer service and it disheartens us to know that we may have failed you.
I am available for any additional feedback you may have on how we may better serve you
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response 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]
I contacted Cox on 29 Oct and 21 Nov. The response fails to account for the fact the I requested the account closed on 29 Oct. I have an email stating the account was closed. But the service was reconnect again without my permission and I was even bill for the reconnection. This is proof that it is a systemic issue. What new controls are in place so this does not happen to me again? I request a copy of them. Also, unless I fill out a survey no action is taken. The only reason the account is now closed is due to my persistance and not the actions of Cox. The web page must provide an avenue for customers to deal with these issues. I again request a letter explaining the error so I may provide it to the credit reporting agencies. I cannot trust the companies word that they did not run a credit check. Thank You,[redacted]
Revdex.com:
I have reviewed the response 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]
As noted in Cox latest response, the secondary account was opened for a second time without my consent. Multiple representatives and techs have the ability to open accounts without consent even after being told of my issue. That is by definition a systemic issue. I want a detailed breakdown of the controls put in place to stop this from happening in the future. The latest response is a direct reflect of how I was treated through the entire process.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will consider this complaint resolved unless they solicit me by phone later.
Regards,
[redacted]
Dear Ms. [redacted],
Thank you for this additional information. As of March 10, 2015, Cox has removed the outstanding equipment from your account. At this time, the remaining balance on your account is for services provided prior to your account being disconnected.
Please contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
Office of the Regional Manager
Cox Communications, California
###-###-####
Mr. [redacted],
Thank you for this additional information. As previously stated, Cox could not waive the ETF's until they were billed to your account. Once the account was disconnected, we ensured that the fees were waived.
Again, we do acknowledge the error that was made during your install and apologize for the frustration that it has caused you.
The statement that I provided you in our initial response outlines the past due (previous) balance of $157.62. If payment was made after the statement printed, the payment would have reflected on your next billing statement.
Also, Cox did not refer your account to an outside collection agency. The notification you received was from Cox Communications.
Mr. [redacted], again we apologize for this error and are hopeful that we will be able to regain your trust.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]
Mr. [redacted],
Thank you for this additional information. As outlined in the February 7, 2015 statement you provided, Cox did prorate the advance billing on page 2 of 4. A prorated credit of $160.46 was applied to your account for the billing period January 19, 2015 through February 18, 2015.
Your February statement also outlines the equipment charges of $817.58 as well as the $5.07 late fee.
Your previous balance plus the new charges le[redacted] a total balance due of $1,146.95. This balance was calculated as follows:
Previous Balance $484.76
Equipment Charge $817.58
Late Fee $ 5.07
---------------------------------------------
Total Due $1307.41
Prorated credit $ 160.46-
---------------------------------------------
Remaining Balance $1,146.95
On February 13, 2015, I mailed a shipping label to your service address ([redacted]). Once the equipment is received, the equipment charges will be credited to your account. Please note, outside of the equipment charges, you h[redacted] an outstanding service balance of $329.37.
I am available for any additional questions and/or concerns you may h[redacted] regarding your former Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your Cox statements.
I have confirmed that your account is set up to receive paper...
statements on a monthly basis. In reviewing your account, it appears that the request for paperless billing was done online on November 24, 2014.
During your call to us on February 18, 2015, our customer service representative mailed you a copy of the statement you did not receive but failed to change your account to a paper bill. As a result, when you called in on February 23, 2015 your account had not been corrected.
Mr. [redacted], Cox would like to apologize for any inconvenience we may have caused you. I can assure you that your statement option has been corrected.
I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response 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 never agreed to any Cox's Price Lock Guarantee (PLG) program. I never signed or authorized this. I would like to see documentation that I signed or be provided a verbal recording of me agreeing to any price lock. This now is sounding like fraud on COX's part for a simple price disagreement. I would never agree to any price lock when my bill went up after the initial 12 months. It is a shame you guys are offering promo's right now for faster internet for a cheaper price than I am paying. I am very disappointed with COX.
Regards,
[redacted]
Revdex.com:
I have reviewed the response 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 service I ordered finally started on Friday. I been waiting for almost 3 months. The issues I have with the billing is the charges for installation, the receivers, and all the misc. fees. I feel the that it would be fair to start charging me from the 23rd of December with a zero balance. Also the receivers need to be swapped for HD receivers. As the contract states 2 HD receivers are free for 12 months. The new billing should be $63.00 per month. Attached are the cox bills from Oct. - Dec. As requested.[redacted]###-###-####