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We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. As a customer orientated company we take the customer experience very seriously and we welcome the opportunity to resolve the issues expressed by our customer.  Upon receipt of this complaint, we were able to make contact with our customer on 1/26/16. During our conversation we were able to explain to our customer that the credit in question was applied to his account as originally agreed to on 1/12/16. We also explained the reason he has not yet seen this credit is because it was applied in the middle of a billing cycle and it will appear on the new bill to be created within the next few days. With this in mind, we are confident the issue at hand has been resolved. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Resolutions Cox Communications

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their account. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is always our...

goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10695988, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
1) To the best of my knowledge, the Email below is the last one I have received from anyone at the Revdex.com.  If anyone has tried to contact me, please have them resend whatever was sent after this Email.2) As of today, the issue still exists, so I do not believe it has been resolved as of yet.3) While this does not need to be shared with Cox Communications, I have a two week vacation planned for August and will have very limited access to Email and no access to my computer between 04AUG and 15AUG. Therefore, if a solution occurs during those days, I will be unable to verify the solution until 16AUG or later.  So, I would appreciate it if the case is not resolved before 04AUG that I be granted an extension to check out the solution until after 15AUG.
Regards,
J[redacted]

We appreciate our customer taking the time to file his additional concerns regarding his Cox High Speed Internet service.  As a customer oriented company we welcome the opportunity to address our customer’s concerns with their services.While we completely respect that this has been a frustrating experience for our customer, we must be clear in stating we are unable to provide our customer with an upgraded modem free of charge. As mentioned previously, our Premier Internet service will require an 8 x 4 channel DOCSIS 3.0 modem which can be purchased or rented from Cox Communications or purchased from any electronics retailer. If our customer does not wish to proceed with upgrading their modem, we are happy to assist them with reverting back to their previous level of Cox High Speed Internet. Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts were...

unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding his billing and promotional questions. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we have thoroughly reviewed with our client Mr. [redacted] on July 26th 2017 his current discounts, credits and services. We thoroughly explained to him his current promotion on his internet service is currently discounted to $59.99 the normal market rate would is $77.99 for his level of service Preferred 50 and this discount goes through October 19th 2017. At that time we can upgrade his service to reflect the new internet speed Preferred 100 and we will then review any discounts or promotions he would qualify for at that time. As a courtesy and to remain in good faith with him, our valued customer, we have credited the full amount of $68.00. This amount covered all additional fees he incurred for relocating his modem (The fee would normally be charged $60.00) and also he was credited $8.00 that was billed for a late payment fee. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Sharon / Executive Resolutions Specialist Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly on 2/25/16 to address their concerns and provide a successful resolution....

It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Feedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

June 22, 2015 Revdex.com complaint# [redacted]—[redacted] We were sorry to hear of the difficulty that the customer experienced on her billing.  After a thorough review of the account, we confirmed that the customer did pay for the modem for in question on a previous account. ...

Because the equipment was purchased, the charge has been removed from her bill. While we were unable to reach the customer directly, we did leave a detailed message and our contact information in case she had further concerns on this matter.  As always, we thank the Revdex.com for bringing the matter to our attention. [redacted]/Cox Communications Executive Offices/ [redacted]

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. The payment in question was made through our automated telephone system which allows customers to input...

information associated with their Cox account to make a payment. No account verification is required. The card holder of said payment contacted Cox the day the payment was processed in our system. After receiving the required documentation, the payment was transferred to their account the following week. No charges were applied to either account for the payment transfer. On July 24th, 2015, we spoke with the customer to address their concerns. We advised the customer that their current balance, which includes several months of Cox services with lack of payment, is valid. As a courtesy to the customer, we offered and applied a one-time adjustment for their time, inconvenience and any negative impact to their family as a result of the payment. We advised the customer the new balance amount owed to restore their Cox services which they agreed to pay in full at their convenience. During that time it was to our understanding that the customer understood our position regarding their complaint and that no further compensation would be provided. As we have already advised the customer last July, there is no justification for Cox to remove the balance as the charges are valid. While we regret to hear that our customer feels their complaint is unresolved, we feel that the compensation we have already provided has been more than generous. Should the customer need any assistance with restoring their Cox services, we will be more than happy to assist. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.   We have contacted the customer directly on 7/13/16 to address their concerns and provide a successful resolution....

It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.   We appreciate the opportunity that the Revdex.com has given to us to assist our customer.    Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is always...

our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

August 7, 2015 Revdex.com complaint # [redacted]
 We are sorry to hear of the difficulties that the customer is experiencing with her billing.  Due to the situation that she brought to your attention, we contacted the client to discuss her bills.  We will continue to work...

with her and come to a resolution with her account billing. As always, we appreciate the opportunity to assist.   Thank you. [redacted]/ Office of the General Manager/Cox Communications

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company.    We have contacted the customer directly on 10/25/16 to address their concerns. During our conversation we verified that our records did not include a deposit nor could...

we locate the disputed payment in question. While the customer was unable to provide documentation from their financial institution to support the disputed payment in question, we were able to provide a satisfactory resolution with the customer directly regarding the balance owed given their experience.   We appreciate the opportunity that the Revdex.com has given to us to assist our customer.   Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...

download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle.   As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage. While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market.    We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.

November 11, 2016 Revdex.com complaint –[redacted] We are sorry to hear of the confusion that the customer is experiencing with her account.  Due to the concerns that she brought to the attention of your office, we attempted direct contact with the client. We will work directly with her and our...

GIG Sales Team on the confusion of her sales agreement/ HBO subscription. As always, we appreciate the opportunity given to us by the Revdex.com.  Thank you. [redacted]/ Cox Communications Executive Offices/ Arizona

A tech was out to our place on Tuesday(1/10) and did not have the correct cover for the base. In addition, he was not able to fix the loose plate. He said he would return which they did the following day (1/11). The cover still was not the correct one but placed in on anyways. The cover did state TEMP on it. A call was returned to Cox on Thursday (1/12). I explaining the issues again. He stated they had fixed the problem and I told them as of the day before it was still not fixed. I was told I would be contacted on Friday evening to check if the plate was fixed. After reviewing the plate, I was not able to determine if it was fixed. I did notice there were spider webs attached which made me believe it had not been fixed. I was not contacted again and a tech did not return as of today 1/16/17.  Our $75.00 charge was returned to us but I have not confirmed credit. In addition, I was also told an appointment would be scheduled to send another Tech to our home to fix my son's cable issue. No other contact has been made to me by Cox since 1/12/17. We continue to have internet issues and we have a TEMP cover.

July 1, 2016 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, the customer contacted our Customer Advocate...

Group. The necessary adjustments have been made on the customer’s account.  At this moment the customers billing concern has been resolved in a satisfactory manner.  The client has our contact information should she wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file her concerns regarding the inquiry appearing on her credit report. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we...

worked closely with our Fraud Investigation Department and the appropriate credit bureau regarding our customers concerns. Following our research [redacted] did agree to mask the inquiry which will prevent anyone but our customer for seeing the inquiry in question. We were able to speak with our customer on 6/28/16 to advise her of this information to which she advised us she was satisfied. We are confident the issue at hand has been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. George Executive Escalations Cox Communications

We would like to thank the Revdex.com for bringing our customer’s billing concerns to the attention of your office.   It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we thoroughly reviewed our customer’s account.  Our...

investigation found that our customer called our Customer Care Center on 6/27/16 after receiving a statement for active services.  When she asked why she was getting a bill after she canceled her services, we advised her that there are no records showing her request to cancel services.  Although she said she called to cancel service at the beginning of June, we do not have any record of that interaction.  Additionally, there is not any records of our customer arranging for the equipment to be picked up or returned. We asked our customer if she had already returned her equipment and she said she had not and that it was left at the apartment.  We advised her that if the equipment was not returned that she would be charged for it.  She advised us that she will retrieve the equipment so return boxes, with prepaid labels, were sent to her current address for her to send the equipment back. Even though we are not able to verify that the equipment was picked up and/or returned, as a courtesy, we removed the equipment from the account.  Should our customer find the equipment in question, we ask that they return it to a retail store.  Please know that after the equipment charges were removed it left a remaining balance owed on the account in the amount of $10.34. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Cox Communications finally did credit the amounts as of today 6/7/2016 after I called on 5/28 for a harrassing phone call that my service was being disconnected.  I was told by Cox all credits would be applied.  On May 31st, I called to see if the charges were credited and they actually went form $110 to $439.   Cox for some reason applied $329 to my acct instead of the credit of $27.42.   I was assured everything was ok.  On Friday 6/3, I check my balance and it went back to $110 and the $27.43 was not yet credited.  On June 4th, approx 9:00 pm, my services were disconnected due to their error on not crediting the amounts correctly and I was told that I would not be disconnected at all.  I was on the phone for over a 1/2 hour trying to get it resolved.  This was a month of phone calls trying to resolve a simple error that went from credits of total $127.42 to a charge to $329 on my acct.  I have never worked with a company who every time I called could not fix the problem.  Ever since I switched to Cox I have had nothing but problems with the customer service, billing and service.  I was promised a 50 mbp but only receiving about 19-22 mbp.   I would like someone from the corporate office to address this with a phone call.