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Dear Ms. [redacted] 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 former Cox account.  It appears that the complaint may have already been submitted prior to our discussion on January 18, 2016.Per our discussion, Cox has disconnected your account effective December 5, 2015.  All charges (minus the on demand movies) have been credited.  You have agreed to pay the remaining balance of $41.65 which is due by February 18, 2016.  In order to avoid further collection activity, please submit payment by this date.Again, we apologize for any frustration we have caused you.  I am available for any additional questions and/or concerns you may have regarding your former account.  My office hours are 8:30am to 5:00pm.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications, California[redacted]

I spoke with Thomas from Cox, and he has reassured me that he could see that the charges were credited to  my account.   However, I still do  not understand why the two representatives I spoke with a couple weeks earlier could not see this information and I was told I still needed to pay it.  And the last woman I spoke to told me that she would give my information to a supervisor and have them call me, which they never did.  When I spoke to Thomas on two different occasions he did not address that issue nor had he listened to the recorded conversation between the reps and myself.  The last rep I spoke with said that she would extend the due date of payment on the next bill so that would give the supervisor time to contact me regarding the double billing and I would not be charged a late fee.  The supervisor never called, and I was charged the late fee.   Very disappointed with the lack of communication and service at Cox.

We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.
Although we completely understand our customer’s reservations regarding this change, we would like to be transparent in stating that Cox Communications has no intentions to reverse this change regarding Data Usage Billing. However, we are excited to advise our customer that beginning August 15, 2017 our company will also offer customers the option of 500Gb and Unlimited data add-on packages to accommodate individual needs. At this time, the pricing for the 500Gb add-on would be $29.99 per month, while the Unlimited Package would be billed at $49.99 per month. We hope that these soon to be launched features help to alleviate the concern expressed by some of our higher usage Internet subscribers.
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.
Thank you.

We would like to thank the customer for taking the time to file his concerns regarding his recent damage claim.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations.
Upon receiving this complaint we worked...

directly with our Damage Claims department and our customer to further research Mr. [redacted]’s concerns. After our research was completed we were able to come to an agreement on a settlement for the damages brought to our attention by Mr. [redacted]. 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 623-594-1000.
Thank You.
GeorgeExecutive ResolutionsCox Communications

July 7, 2015Revdex.com complaint # [redacted]—[redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing.  Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates were locked...

with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months.  Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request.  We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns.  All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted].  We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number.  We did leave messages and our direct contact information should the client need to contact us directly.  We hope this information has been helpful to the Revdex.com.  Thank you.[redacted]/Cox Communications Executive offices/ [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

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. 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.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

Revdex.com I have accepted the credit to our account. However, as a matter of principle - despite the claim by Cox communications -  we were given inaccurate information by the DSR regarding the seasonal service.

We would like to thank the customer for taking the time to file their concerns regarding their Internet service.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Regarding the customer’s...

concerns with their Internet service, we did attempt to reach them at the telephone number they provided to us to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns.   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. Thank you. [redacted] Executive Resolutions Cox Communications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be ABOVE AND BEYOND expectations and well past satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[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

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

July 14, 2016—Revdex.com complaint # 11530743 [redacted]   We were sorry to hear that the customer experienced such difficulty with the phone service/transfer of service.  We understand that the customer has already committed to a telephone service provider and does not wish to make any changes at this time.   The customer pointed out in his message to your company that he preferred the telephone service charges we billed to him be removed from his account, and pointed out that there was an outstanding equipment charge on his account, in error.  After a review of the customer’s billing, we confirmed that the telephone charges have been removed from his statement, as well as the equipment charge.    We hope this information is sufficient for final closure of this complaint.  Thank you.   Catherine/ Cox Communications Executive Offices/ Arizona

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.

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.

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

Hello,Thanks for reaching out. It would be nice to compensate me for time spent dealing with this and what was communicated to me by your employee.

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

We would like to thank the customer for taking the time to file his concerns regarding the pricing for his services and the concerns regarding our seasonal policy.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any...

frustrations. Upon receipt of this complaint, we researched the account and found that the promotional pricing had already been corrected after it was lost due to our seasonal policy. When we spoke with the customer, he decided to change his services in such a way that there was no promotional discount and at the same time, only a small change in the cost. With these changes, a visit from a technician was needed. That visit was completed the same day as our conversation and the customer was satisfied. 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 customer’s 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding his service and recent experience with our Customer Care Center. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of...

this complaint we see that this customer is already working with us via an escalation they sent to our Corporate Care Department. Our Corporate Care Department has advised us they will reach back out to Mr. Cole today to address any remaining concerns. We are confident that we will reach an amicable 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. Executive Escalations Cox Communications