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 wait for the business to perform this action and, if it does, will consider this complaint resolved.If I receive one more bill higher than the specified amount of $and change I will be very upset and will file another complaintPlease MAKE SURE this does not happen again to me or to anyone else Regards, [redacted]
Dear [redacted] of the Revdex.com and [redacted] of Cox Communications, I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action has not fully and completely resolved my complaint as indicated below: I was pleased and prepared to accept your response until I repeatedly ran the Ocala Speed Tests of Upload and Download data transmissionsThese results are shown as follows:12/15/ 04:PM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]12/12/ 10:AM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]12/11/ 05:PM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]12/10/ 03:PM Mbps Download Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]12/06/ 06:AM Mbps Download Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]By comparison, these were some of the speeds that I initially obtained after my service was first upgraded in October 2014:11/25/ 01:AM Mbps Download Mbps Upload11/24/ 01:PM Mbps Download Mbps Upload11/23/ 09:PM Mbps Download Mbps Upload11/16/ 09:PM Mbps Download Mbps UploadSince these dates, and up to and including the present time, Upload speeds continue to be erratic and fail Cox minimum service standards on an on-going basis.According to Cox Service Technicians ANY Upload speed that is BELOW Mbps generates a Red Light Fail Indicator to appear on their service boardsWhen I continually experience Upload speeds BELOW Mbps INSTEAD OF the promised Mbps, the results are timed out uploads which impacts my ability to work, publish news analysis and aviation related investigative articles with uploaded photos and videos on [redacted] , and to backup critical data on iCloud, [redacted] Cloud and [redacted] One DriveThis wastes my time and efforts and continues to be an on-going frustrating and annoying p***lemIt is also NOT THE SERVICE that you advertise, promise to deliver, and bill your customers.While I appreciate that you offer service rebates for failing to deliver service as promised, dealing with such erratic service and not completely eliminating this issue after REPEATEDLY calling it to your attention is not acceptableYou indicated that construction work was completed on December 10, 2014, but Speed Tests do not confirm that this issue has been fixedTherefore, I continue to ask that you finish the job, and consider this complaint as unresolved until you do so.Your response also does NOT satisfy the fact that I have repeatedly been given information, including your latest assertion that this matter was dealt with on December 10, I would expect that, by now, you would first want to double and triple check that everything is indeed in order, before again stating that the issue has been fixed.With all the technical resources of Cox Communication, I cannot understand how or why you would allow such a troubling issue to continuePlease, please, please deal with this issue immediately, completely and successfully Regards, [redacted] ***San Diego, CA 92110-5819Email: [redacted] Voice: ###-###-####Cox Account: [redacted] - [redacted]
Dear Mr [redacted] , Let me begin by thanking 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 recent upgrade to cable and internet In regards to the installation fees for your cable and internet, these fees were credited on November 26, (see attached statement under adjustments) Unfortunately, due to the on demand movies that were ordered (3), Cox must respectfully deny your request to have the monthly charges for cable credited Mr [redacted] , Cox would like to apologize for your experience and would like to be given the opportunity to install these services to your satisfaction If you would like to take advantage of this offer, please contact me directly 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 Ms [redacted] , All I am asking you to do is to be accountable for what transpired April 14, between Cox Communication staff Ms [redacted] and so called ‘fixer’ rep [redacted] and myselfThis offer was made to me as I was in the process of canceling my service with Cox Communications and sign up with your competitor, the phone agent asked if I would be willing to talk with a ‘fixer’ for continued service, I said yes and [redacted] then said if I agreed to stay with Cox Communications for ONE YEAR my rate would be $- $per monthI agreed and later was contacted by a “Customer Experience Team Specialist” Ms [redacted] who thanked me for staying with Cox Communications and gave me her office phone number in case I needed more assistanceIn fact two months later I contacted Ms [redacted] as Cox Communications did raise my rate and she apologized, and made the correction Therefore, Ms [redacted] I am holding you to the facts that I agreed to April 14, as I am aware you can make this right and I will not have to pay an increased fee for the same service that Cox Communications said I must pay currentlyPlease take ownership and be accountable for the actions and agreements of your staff, and I will not have to post negative reviews to the growing list of unsatisfied customers in San DiegoThis was my sole purpose of the complaint to ‘Revdex.com’ to have Cox Communications be “accountable”! Regards, [redacted] , [redacted] l
Revdex.com: I hace 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 am not willing to accept any type of charges for the February invoice since no services were providedCox shut down our services on Jan and I am unwilling to accept that I should owe any part of this bill since I repeatedly asked for the service to be shut offI also have yet to receive any type of return label to return the Cox equipmentAt this time the equipment is sitting in my closet waiting to be returned Regardless of how many times Cox states over and over again that I owe for February this is not trueI will not pay for something that I did not receive and any other consumer would feel the sameI have not voiced my opinion on any social media as of this time, but after reviewing other consumer complaints I truly believe that Cox has no intention of correcting thisSo it seems that we will be going back and forth thru the Revdex.com until this is resolved I am willing to return all Cox equipment with label provided by Cox, I will be willing to pay for Nov to Dec and Dec to Jan that is allthat is the only time I received services Regards, [redacted]
Dear Mr [redacted] , Thank you for this additional information I have reviewed your complaint letter and Cox account and have determined the following: Our records show that on January 22, you signed up for Cox services The representative that placed your order inadvertently added our 24-month Price Lock Guarantee (PLG) contract to your account On February 16, you contacted our customer service team requesting to cancel your Cox account At that time, you were advised of the PLG Notes on your account indicate that you were not aware of the PLG which resulted in further research of our customer service representative The research revealed the around made by the initial representative that entered your order As a result, Cox agreed to waive the early termination fee once the account was disconnected The disconnect was scheduled for February 21, On February 21, 2015, you contacted our customer service team requesting your final account balance Notes on the account indicate that this information was provided to you During this call, the early termination fees were also waived as they could not be waived while the account was active You state in your complaint letter that Cox referred your account to a collection agency Our records do not indicate that your account was referred to an "outside" collection agency However, for your reference, I have enclosed your January billing statement which was in a past due status prior to you disconnecting your Cox accountAs a result, Cox did mail you collection letters in hopes of bringing your account balance current Mr [redacted] , please accept our apologies for the inconvenience we have caused you I am available for any additional questions and/or concerns you may have regarding your former Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]
Dear Mr***, Thank you for allowing Cox the opportunity to serve your communication needs We are receipt of your complaint letter filed with the Revdex.com in regards to your recent install On behalf of the Cox organization, I would like to extend an apology to you for your recent experience We have shared your concerns with the organizations within Cox that are responsible for ensuring that our customers are provided with accurate information It disheartens us to know that misinformation has caused you to cancel your service As a result of your experience, Cox has credited $towards your Cox account This amount represents the payment you made in the amount of $as well as the services you were billed for This credit will be issued in the form of a refund check within 3-weeks Again Mr***, we apologize for your experience I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear Ms [redacted] , We are hopeful that your call to us on the 15th will resolve your billing concerns Please accept our apologies for the inconvenience this may have caused you Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear Mr [redacted] , As previously stated, your PLG agreement was attached to your February billing statement which has been purged from Cox's records However, each consecutive statement did identify that you were taking advantage of a PLG rate I have attached your August statement for your referenceOur data base stores 18-months of billing and August is the oldest statement we could retrieve You state in your complaint letter that Cox is offering faster speeds at a lower rate Please note, these are promotional rates and customer will be billed the standard rate after the promotional period Again, we apologize for any inconvenience we may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account 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 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]
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 only on the condition that my internet service remains uninterrupted due to DNS (Domain Name System) server unavailabilityNaturally, there are factors outside the control of Cox communications (weather, falling tree branches, careless digging) which can cause interruptions to the service and I accept that those events are unavoidable risks, and I cannot hold Cox responsible in these instances Regards, [redacted] [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 Hi [redacted] I have left you a voicemail repeating my account number and providing the service address as requested as well as my telephone numberI expect a return call within hours as stated on your voicemail message Regards, [redacted]
Dear Mr***, Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter outlining your recent experience in ***sferring your Cox service I would like to apologize on behalf of Cox for the multiple failures that occurred during this time We understand the inconvenience and frustration caused and again we apologize I have shared your concerns with the organizations with in Cox that are responsible for ensuring that our customers are handled professionally as well as efficiently As a result of your experience, I have issued 1-month service credit to your account This credit will reflect on your next billing statement Again, please accept our apologies for any inconvenience we have caused you I am available for any additional questions and/or concerns you may have regarding your Cox service 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 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]
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.June 27, [redacted] [redacted] *** [redacted] [redacted] [redacted] Cox Customer # [redacted] Dear Ms [redacted] ,I reject in whole your response for the reasons stated belowInstead, I ask to be contacted by a supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues and reasonably satisfy my demands to be compensated for out-of-pocket expenses, loss of income, inconvenience, and other impacts for service interruptions by Cox High Speed Internet, Account # [redacted] .This is not only about email service, which is an INTEGRAL aspect of services provided by ANY ISPI have expert testimony to support that statementEmail is a necessityColleagues worldwide know me by my email address, < [redacted] >, which I've had for 27-1/yearsReaders of my published articles in the United States, the U.Kand the Netherlands know me by my email address, < [redacted] >Your statement is not only false, but it is the equivalent of pouring gasoline on a small fire, and turning it into a raging infernoYou could easily have extinguished this "fire" by using common senseInstead, your untenable position escalates and intensifies my determination for a more just and reasonable resultI'm sure that the million readers of my Examiner news analysis and aviation reports would laugh at your statement that email is not part of Internet service.For many Cox customers, email IS the ONLY part of Internet service that they useMy neighbor, [redacted] ***, is one such exampleShe is also a Cox Internet subscriber and only uses email service.If there is customer dissatisfaction, to ANY degree, [redacted] would resolve it immediatelySame for ***Same for **Same for [redacted] Same for any corporate officer who understands their vulnerability in the competitive marketplace.Ms [redacted] , instead of offering me a solution, you blame me for calling attention to these real and pressing Cox service deficiencies, and offer a ridiculous excuse trying to divorce and separate yourself and Cox Communications from all responsibility for Cox Email and Cox Cloud Drive Services, which you provide, by contract, to your subscribers.In I had FASTER EMAIL SERVICE from my [redacted] diaccount then the agonizing delays that I encounter on some days from CoxYour own service technicians are equally frustrated and understand the weakness of your positionOne Cox employee told me that he has logged literally thousands of TRENDING complaints from Cox customersHe spends most of his, he told me, trying to appease angry Cox customers.I have no doubt that your distorted corporate mindset accurately represents Cox Communications, and this will eventually cut into your bottom line, but also lead to your corporate demiseCompanies that don't keep their customers satisfied are on a one-way road to extinctionCustomer Service means Customer Satisfaction which translates into customer loyalty and Corporate profitsThat's basic Business 101.Your first question, Ms [redacted] , should be: "Mr [redacted] , what would it take to make you happy?" Instead, you go "all in" with an untenable positionYou asked me in the past to contact you immediately should there be ANY ongoing issues with my Cox subscriptionAnd, by the way, just try to offer and sell Internet service WITHOUT emailInstead of keeping your word, your promise, and your integrity, your have repeatedly four (4) times IGNORED my email and voice messagesWhy did you, [redacted] , provide me with the following contact information: [redacted] Executive Office of the Regional ManagerCox Communications, California###-###-#### (office)###-###-#### (cell) [redacted] Ms [redacted] , you have already established bad intent, misleading representation, and sealed the deal on escalating this URGENT and PRESSING issue further.Any impartial third party will be able to easily understand the cost, impact, personal expenditures, and related frustrations resulting from multiple complaints by myself and other Cox usersYou can dig your untenable hole deeper and deeper if you foolishly think that will resolve my complaints, and stop an enormous onslaught of bad press and customer dissatisfactionJust try to hold back the tide of rising irate consumersThat's why Cox is on the decline, and the Corporate giants that I previously mentioned are industry leadersThere are MANY COMPETITIVE ALTERNATIVES to Cox Internet service.Here's a detailed log of my contacts with your Company over issues with the Cox Cloud Drive, related stand-alone applications, and more recently, daily email outages and service interruptions:06/23/Email outages - calls to Level I and Level II Cox technicians - [redacted] said, "This is a highly trending issueThere have been multiple complaintsI understand your frustration." Open Ticket # [redacted] 05/27/Cox Cloud Drive image issues - calls to Level I Cox Cloud Drive technicians - [redacted] from 5:p.mto 6:p.mPDT"I apologize to you for failing to resolve for nearly months a series of issues." Ticket # # [redacted] , # [redacted] and # [redacted] of 03/31/201505/27/Call from [redacted] , Cox Cloud Drive Level I technician on Wednesday, 05/27/at 2:p.mre: Ticket # [redacted] "Newer iOS devices after iOS not supported by Cox Cloud Drive App, causing blurred images" Original excuse was that Cox Cloud Drive did not support [redacted] iOS THERE IS NO [redacted] iOS 8.5!!! Most current [redacted] OS is This was from a Level III Technician.05/15/at 2:p.mPDT Call from [redacted] , Cox Level II Technician: "Issues escalated to [redacted] in operations and blurry image issue escalated to [redacted] in development".05/15/at 2:p.mI called Level I Cox Technician [redacted] : " [redacted] , Level II Cox Technician will call you back in minutes."05/06/at 5:p.mPDT Called [redacted] at ###-###-#### (cell) on Wednesday, May 6, at 4:p.mand left Voice MailNO REPLY05/06/at 4:p.mPDT Called [redacted] at ###-###-#### (cell) on Wednesday, May 6, at 4:p.mand left Voice MailNO REPLY05/02/Received message from Cox employee [redacted] on May 1:PM: I forwarded your comments to our App Development Team [redacted] **"05/02/at 4:a.mPDT Email message to [redacted] , < [redacted] >, Review of Cox Cloud Drive App In [redacted] App StoreNO REPLY05/02/Replied to [redacted] L on May at 11:AM with additional information.05/02/Received message from Cox employee " [redacted] *" at 9:AM: "I've asked our leadership to take a look at this and see what further assistance can be provided."04/30/at 4:p.mPDT Email message to [redacted] , < [redacted] [redacted] >, "Please help with a pressing Cox Internet issue"NO REPLY04/30/Again posted message on Cox Technical Support forum to Cox employee [redacted] *, stressing that these three (3) Cox Support tickets were still unresolved: [redacted] 04/28/at 2:pm PDT to 3:pm PDT [minutes call duration] Call to ***, Level I Cox Technician regarding Ticket # [redacted] and # [redacted] and # [redacted] 04/24/at 4:p.mPDT On hold until 5:p.mPDT - minutes - no response from Level I technician04/13/at 6:p.mPDT Name Not Given - Level Technician, Ticket # [redacted] Told me to call ###-###-#### and ask to be transferred to Level 204/13/at 11:a.mPDT Call to [redacted] - Level Technician re: Ticket # [redacted] ###-###-#### Option # 704/10/3:pm to 3:pm Telephone and Remote Logon Session with [redacted] Level TechnicianHe removed some regenerating Cox Cloud Drive Directories and further explored the issueAFTER SESSION the photos on my Cox Cloud Drive iOS again appeared blurredThere was NO PRIOR TELEPHONE APPOINTMENTAgain, my work flow was interrupted.04/06/Posted messages on the following Cox Technical Support forums asking for assistance: [redacted] 03/31/at 1:pm Called ###-###-#### and spoke with [redacted] and Samar Cox Level Tech SupportOpened Ticket # [redacted] Initial report: "Uploaded Photos are BLURRY when viewed on iOS device" I have ADDITIONAL documentation, affidavits, and other supporting materials, but in the interest of brevity I will stop hereI reserve my right to produce or add this information at a later time.Ms [redacted] , I repeat my initial request to be contacted by a Supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues because you have failed to credibly and reasonably respond to them.Regards, [redacted] [redacted] [redacted] *** [redacted] ###-###-#### [redacted] Cox Customer # [redacted]
Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your entertainment needs We are in receipt of your complaint letter filed with the Revdex.com in regards to your internet service I would like to apologize for the delay in resolving your service issues In reviewing your account, it appears that you began calling us in October to report speed and connectivity issues As of today, our field engineers are working diligently to identify your service issue and resolve In the meantime, I have issued credit to your account in the amount of $ This credit is equivalent to 3-months of your internet service Mr [redacted] , Cox prides itself in providing customers the level of service that we have built our reputation on It is our goal to get this resolved for you as quickly as possible Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account 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 [Cox cable records all calls and my last call to reinstate my service can be pulled up as proof that I was offered the discounts and was promessided a bill of no more than dollars per monthPlease review the phone call in which I reinstated my serviceI called in only hours before I was making the switch to direct TV to see if I can continue my business with cox cable and they offered to restore the discount untill the end of All this info is avaliable to cox if they review the phone call when I allowed them to reinstate my service.Please feel free to reach me at if you have any questions.Thanks 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 My account currently does not reflect $as was stated in the response, however I did pay my agreed to rate $as to avoid late notices Regards, [redacted]
Dear Ms [redacted] , Please accept our apologies for any confusion and/or frustration we may have caused you I would like to suggest possibly making an appointment to meet with one of our Specialists at the Solutions store near you, it would be my pleasure to arrange a convenient time for you During this meeting, our representative can go over all of the itemized charges you may have questions about Please contact me directly if you would like me to coordinate this appointment for you Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Ms [redacted] , As previously stated, all adjustments have been applied to your account and your internet service was switched back to the Connect to Compete rate At this time, you have a credit balance of $ Please contact me directly with any additional questions and/or concerns 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 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.If I receive one more bill higher than the specified amount of $and change I will be very upset and will file another complaintPlease MAKE SURE this does not happen again to me or to anyone else Regards, [redacted]
Dear [redacted] of the Revdex.com and [redacted] of Cox Communications, I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action has not fully and completely resolved my complaint as indicated below: I was pleased and prepared to accept your response until I repeatedly ran the Ocala Speed Tests of Upload and Download data transmissionsThese results are shown as follows:12/15/ 04:PM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]12/12/ 10:AM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]12/11/ 05:PM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]12/10/ 03:PM Mbps Download Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]12/06/ 06:AM Mbps Download Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]By comparison, these were some of the speeds that I initially obtained after my service was first upgraded in October 2014:11/25/ 01:AM Mbps Download Mbps Upload11/24/ 01:PM Mbps Download Mbps Upload11/23/ 09:PM Mbps Download Mbps Upload11/16/ 09:PM Mbps Download Mbps UploadSince these dates, and up to and including the present time, Upload speeds continue to be erratic and fail Cox minimum service standards on an on-going basis.According to Cox Service Technicians ANY Upload speed that is BELOW Mbps generates a Red Light Fail Indicator to appear on their service boardsWhen I continually experience Upload speeds BELOW Mbps INSTEAD OF the promised Mbps, the results are timed out uploads which impacts my ability to work, publish news analysis and aviation related investigative articles with uploaded photos and videos on [redacted] , and to backup critical data on iCloud, [redacted] Cloud and [redacted] One DriveThis wastes my time and efforts and continues to be an on-going frustrating and annoying p***lemIt is also NOT THE SERVICE that you advertise, promise to deliver, and bill your customers.While I appreciate that you offer service rebates for failing to deliver service as promised, dealing with such erratic service and not completely eliminating this issue after REPEATEDLY calling it to your attention is not acceptableYou indicated that construction work was completed on December 10, 2014, but Speed Tests do not confirm that this issue has been fixedTherefore, I continue to ask that you finish the job, and consider this complaint as unresolved until you do so.Your response also does NOT satisfy the fact that I have repeatedly been given information, including your latest assertion that this matter was dealt with on December 10, I would expect that, by now, you would first want to double and triple check that everything is indeed in order, before again stating that the issue has been fixed.With all the technical resources of Cox Communication, I cannot understand how or why you would allow such a troubling issue to continuePlease, please, please deal with this issue immediately, completely and successfully Regards, [redacted] ***San Diego, CA 92110-5819Email: [redacted] Voice: ###-###-####Cox Account: [redacted] - [redacted]
Dear Mr [redacted] , Let me begin by thanking 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 recent upgrade to cable and internet In regards to the installation fees for your cable and internet, these fees were credited on November 26, (see attached statement under adjustments) Unfortunately, due to the on demand movies that were ordered (3), Cox must respectfully deny your request to have the monthly charges for cable credited Mr [redacted] , Cox would like to apologize for your experience and would like to be given the opportunity to install these services to your satisfaction If you would like to take advantage of this offer, please contact me directly 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 Ms [redacted] , All I am asking you to do is to be accountable for what transpired April 14, between Cox Communication staff Ms [redacted] and so called ‘fixer’ rep [redacted] and myselfThis offer was made to me as I was in the process of canceling my service with Cox Communications and sign up with your competitor, the phone agent asked if I would be willing to talk with a ‘fixer’ for continued service, I said yes and [redacted] then said if I agreed to stay with Cox Communications for ONE YEAR my rate would be $- $per monthI agreed and later was contacted by a “Customer Experience Team Specialist” Ms [redacted] who thanked me for staying with Cox Communications and gave me her office phone number in case I needed more assistanceIn fact two months later I contacted Ms [redacted] as Cox Communications did raise my rate and she apologized, and made the correction Therefore, Ms [redacted] I am holding you to the facts that I agreed to April 14, as I am aware you can make this right and I will not have to pay an increased fee for the same service that Cox Communications said I must pay currentlyPlease take ownership and be accountable for the actions and agreements of your staff, and I will not have to post negative reviews to the growing list of unsatisfied customers in San DiegoThis was my sole purpose of the complaint to ‘Revdex.com’ to have Cox Communications be “accountable”! Regards, [redacted] , [redacted] l
Revdex.com: I hace 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 am not willing to accept any type of charges for the February invoice since no services were providedCox shut down our services on Jan and I am unwilling to accept that I should owe any part of this bill since I repeatedly asked for the service to be shut offI also have yet to receive any type of return label to return the Cox equipmentAt this time the equipment is sitting in my closet waiting to be returned Regardless of how many times Cox states over and over again that I owe for February this is not trueI will not pay for something that I did not receive and any other consumer would feel the sameI have not voiced my opinion on any social media as of this time, but after reviewing other consumer complaints I truly believe that Cox has no intention of correcting thisSo it seems that we will be going back and forth thru the Revdex.com until this is resolved I am willing to return all Cox equipment with label provided by Cox, I will be willing to pay for Nov to Dec and Dec to Jan that is allthat is the only time I received services Regards, [redacted]
Dear Mr [redacted] , Thank you for this additional information I have reviewed your complaint letter and Cox account and have determined the following: Our records show that on January 22, you signed up for Cox services The representative that placed your order inadvertently added our 24-month Price Lock Guarantee (PLG) contract to your account On February 16, you contacted our customer service team requesting to cancel your Cox account At that time, you were advised of the PLG Notes on your account indicate that you were not aware of the PLG which resulted in further research of our customer service representative The research revealed the around made by the initial representative that entered your order As a result, Cox agreed to waive the early termination fee once the account was disconnected The disconnect was scheduled for February 21, On February 21, 2015, you contacted our customer service team requesting your final account balance Notes on the account indicate that this information was provided to you During this call, the early termination fees were also waived as they could not be waived while the account was active You state in your complaint letter that Cox referred your account to a collection agency Our records do not indicate that your account was referred to an "outside" collection agency However, for your reference, I have enclosed your January billing statement which was in a past due status prior to you disconnecting your Cox accountAs a result, Cox did mail you collection letters in hopes of bringing your account balance current Mr [redacted] , please accept our apologies for the inconvenience we have caused you I am available for any additional questions and/or concerns you may have regarding your former Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]
Dear Mr***, Thank you for allowing Cox the opportunity to serve your communication needs We are receipt of your complaint letter filed with the Revdex.com in regards to your recent install On behalf of the Cox organization, I would like to extend an apology to you for your recent experience We have shared your concerns with the organizations within Cox that are responsible for ensuring that our customers are provided with accurate information It disheartens us to know that misinformation has caused you to cancel your service As a result of your experience, Cox has credited $towards your Cox account This amount represents the payment you made in the amount of $as well as the services you were billed for This credit will be issued in the form of a refund check within 3-weeks Again Mr***, we apologize for your experience I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear Ms [redacted] , We are hopeful that your call to us on the 15th will resolve your billing concerns Please accept our apologies for the inconvenience this may have caused you Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Dear Mr [redacted] , As previously stated, your PLG agreement was attached to your February billing statement which has been purged from Cox's records However, each consecutive statement did identify that you were taking advantage of a PLG rate I have attached your August statement for your referenceOur data base stores 18-months of billing and August is the oldest statement we could retrieve You state in your complaint letter that Cox is offering faster speeds at a lower rate Please note, these are promotional rates and customer will be billed the standard rate after the promotional period Again, we apologize for any inconvenience we may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account 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 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]
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 only on the condition that my internet service remains uninterrupted due to DNS (Domain Name System) server unavailabilityNaturally, there are factors outside the control of Cox communications (weather, falling tree branches, careless digging) which can cause interruptions to the service and I accept that those events are unavoidable risks, and I cannot hold Cox responsible in these instances Regards, [redacted] [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 Hi [redacted] I have left you a voicemail repeating my account number and providing the service address as requested as well as my telephone numberI expect a return call within hours as stated on your voicemail message Regards, [redacted]
Dear Mr***, Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter outlining your recent experience in ***sferring your Cox service I would like to apologize on behalf of Cox for the multiple failures that occurred during this time We understand the inconvenience and frustration caused and again we apologize I have shared your concerns with the organizations with in Cox that are responsible for ensuring that our customers are handled professionally as well as efficiently As a result of your experience, I have issued 1-month service credit to your account This credit will reflect on your next billing statement Again, please accept our apologies for any inconvenience we have caused you I am available for any additional questions and/or concerns you may have regarding your Cox service 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 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]
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.June 27, [redacted] [redacted] *** [redacted] [redacted] [redacted] Cox Customer # [redacted] Dear Ms [redacted] ,I reject in whole your response for the reasons stated belowInstead, I ask to be contacted by a supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues and reasonably satisfy my demands to be compensated for out-of-pocket expenses, loss of income, inconvenience, and other impacts for service interruptions by Cox High Speed Internet, Account # [redacted] .This is not only about email service, which is an INTEGRAL aspect of services provided by ANY ISPI have expert testimony to support that statementEmail is a necessityColleagues worldwide know me by my email address, < [redacted] >, which I've had for 27-1/yearsReaders of my published articles in the United States, the U.Kand the Netherlands know me by my email address, < [redacted] >Your statement is not only false, but it is the equivalent of pouring gasoline on a small fire, and turning it into a raging infernoYou could easily have extinguished this "fire" by using common senseInstead, your untenable position escalates and intensifies my determination for a more just and reasonable resultI'm sure that the million readers of my Examiner news analysis and aviation reports would laugh at your statement that email is not part of Internet service.For many Cox customers, email IS the ONLY part of Internet service that they useMy neighbor, [redacted] ***, is one such exampleShe is also a Cox Internet subscriber and only uses email service.If there is customer dissatisfaction, to ANY degree, [redacted] would resolve it immediatelySame for ***Same for **Same for [redacted] Same for any corporate officer who understands their vulnerability in the competitive marketplace.Ms [redacted] , instead of offering me a solution, you blame me for calling attention to these real and pressing Cox service deficiencies, and offer a ridiculous excuse trying to divorce and separate yourself and Cox Communications from all responsibility for Cox Email and Cox Cloud Drive Services, which you provide, by contract, to your subscribers.In I had FASTER EMAIL SERVICE from my [redacted] diaccount then the agonizing delays that I encounter on some days from CoxYour own service technicians are equally frustrated and understand the weakness of your positionOne Cox employee told me that he has logged literally thousands of TRENDING complaints from Cox customersHe spends most of his, he told me, trying to appease angry Cox customers.I have no doubt that your distorted corporate mindset accurately represents Cox Communications, and this will eventually cut into your bottom line, but also lead to your corporate demiseCompanies that don't keep their customers satisfied are on a one-way road to extinctionCustomer Service means Customer Satisfaction which translates into customer loyalty and Corporate profitsThat's basic Business 101.Your first question, Ms [redacted] , should be: "Mr [redacted] , what would it take to make you happy?" Instead, you go "all in" with an untenable positionYou asked me in the past to contact you immediately should there be ANY ongoing issues with my Cox subscriptionAnd, by the way, just try to offer and sell Internet service WITHOUT emailInstead of keeping your word, your promise, and your integrity, your have repeatedly four (4) times IGNORED my email and voice messagesWhy did you, [redacted] , provide me with the following contact information: [redacted] Executive Office of the Regional ManagerCox Communications, California###-###-#### (office)###-###-#### (cell) [redacted] Ms [redacted] , you have already established bad intent, misleading representation, and sealed the deal on escalating this URGENT and PRESSING issue further.Any impartial third party will be able to easily understand the cost, impact, personal expenditures, and related frustrations resulting from multiple complaints by myself and other Cox usersYou can dig your untenable hole deeper and deeper if you foolishly think that will resolve my complaints, and stop an enormous onslaught of bad press and customer dissatisfactionJust try to hold back the tide of rising irate consumersThat's why Cox is on the decline, and the Corporate giants that I previously mentioned are industry leadersThere are MANY COMPETITIVE ALTERNATIVES to Cox Internet service.Here's a detailed log of my contacts with your Company over issues with the Cox Cloud Drive, related stand-alone applications, and more recently, daily email outages and service interruptions:06/23/Email outages - calls to Level I and Level II Cox technicians - [redacted] said, "This is a highly trending issueThere have been multiple complaintsI understand your frustration." Open Ticket # [redacted] 05/27/Cox Cloud Drive image issues - calls to Level I Cox Cloud Drive technicians - [redacted] from 5:p.mto 6:p.mPDT"I apologize to you for failing to resolve for nearly months a series of issues." Ticket # # [redacted] , # [redacted] and # [redacted] of 03/31/201505/27/Call from [redacted] , Cox Cloud Drive Level I technician on Wednesday, 05/27/at 2:p.mre: Ticket # [redacted] "Newer iOS devices after iOS not supported by Cox Cloud Drive App, causing blurred images" Original excuse was that Cox Cloud Drive did not support [redacted] iOS THERE IS NO [redacted] iOS 8.5!!! Most current [redacted] OS is This was from a Level III Technician.05/15/at 2:p.mPDT Call from [redacted] , Cox Level II Technician: "Issues escalated to [redacted] in operations and blurry image issue escalated to [redacted] in development".05/15/at 2:p.mI called Level I Cox Technician [redacted] : " [redacted] , Level II Cox Technician will call you back in minutes."05/06/at 5:p.mPDT Called [redacted] at ###-###-#### (cell) on Wednesday, May 6, at 4:p.mand left Voice MailNO REPLY05/06/at 4:p.mPDT Called [redacted] at ###-###-#### (cell) on Wednesday, May 6, at 4:p.mand left Voice MailNO REPLY05/02/Received message from Cox employee [redacted] on May 1:PM: I forwarded your comments to our App Development Team [redacted] **"05/02/at 4:a.mPDT Email message to [redacted] , < [redacted] >, Review of Cox Cloud Drive App In [redacted] App StoreNO REPLY05/02/Replied to [redacted] L on May at 11:AM with additional information.05/02/Received message from Cox employee " [redacted] *" at 9:AM: "I've asked our leadership to take a look at this and see what further assistance can be provided."04/30/at 4:p.mPDT Email message to [redacted] , < [redacted] [redacted] >, "Please help with a pressing Cox Internet issue"NO REPLY04/30/Again posted message on Cox Technical Support forum to Cox employee [redacted] *, stressing that these three (3) Cox Support tickets were still unresolved: [redacted] 04/28/at 2:pm PDT to 3:pm PDT [minutes call duration] Call to ***, Level I Cox Technician regarding Ticket # [redacted] and # [redacted] and # [redacted] 04/24/at 4:p.mPDT On hold until 5:p.mPDT - minutes - no response from Level I technician04/13/at 6:p.mPDT Name Not Given - Level Technician, Ticket # [redacted] Told me to call ###-###-#### and ask to be transferred to Level 204/13/at 11:a.mPDT Call to [redacted] - Level Technician re: Ticket # [redacted] ###-###-#### Option # 704/10/3:pm to 3:pm Telephone and Remote Logon Session with [redacted] Level TechnicianHe removed some regenerating Cox Cloud Drive Directories and further explored the issueAFTER SESSION the photos on my Cox Cloud Drive iOS again appeared blurredThere was NO PRIOR TELEPHONE APPOINTMENTAgain, my work flow was interrupted.04/06/Posted messages on the following Cox Technical Support forums asking for assistance: [redacted] 03/31/at 1:pm Called ###-###-#### and spoke with [redacted] and Samar Cox Level Tech SupportOpened Ticket # [redacted] Initial report: "Uploaded Photos are BLURRY when viewed on iOS device" I have ADDITIONAL documentation, affidavits, and other supporting materials, but in the interest of brevity I will stop hereI reserve my right to produce or add this information at a later time.Ms [redacted] , I repeat my initial request to be contacted by a Supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues because you have failed to credibly and reasonably respond to them.Regards, [redacted] [redacted] [redacted] *** [redacted] ###-###-#### [redacted] Cox Customer # [redacted]
Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your entertainment needs We are in receipt of your complaint letter filed with the Revdex.com in regards to your internet service I would like to apologize for the delay in resolving your service issues In reviewing your account, it appears that you began calling us in October to report speed and connectivity issues As of today, our field engineers are working diligently to identify your service issue and resolve In the meantime, I have issued credit to your account in the amount of $ This credit is equivalent to 3-months of your internet service Mr [redacted] , Cox prides itself in providing customers the level of service that we have built our reputation on It is our goal to get this resolved for you as quickly as possible Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account 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 [Cox cable records all calls and my last call to reinstate my service can be pulled up as proof that I was offered the discounts and was promessided a bill of no more than dollars per monthPlease review the phone call in which I reinstated my serviceI called in only hours before I was making the switch to direct TV to see if I can continue my business with cox cable and they offered to restore the discount untill the end of All this info is avaliable to cox if they review the phone call when I allowed them to reinstate my service.Please feel free to reach me at if you have any questions.Thanks 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 My account currently does not reflect $as was stated in the response, however I did pay my agreed to rate $as to avoid late notices Regards, [redacted]
Dear Ms [redacted] , Please accept our apologies for any confusion and/or frustration we may have caused you I would like to suggest possibly making an appointment to meet with one of our Specialists at the Solutions store near you, it would be my pleasure to arrange a convenient time for you During this meeting, our representative can go over all of the itemized charges you may have questions about Please contact me directly if you would like me to coordinate this appointment for you Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####
Ms [redacted] , As previously stated, all adjustments have been applied to your account and your internet service was switched back to the Connect to Compete rate At this time, you have a credit balance of $ Please contact me directly with any additional questions and/or concerns Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####