Cox Business

Dear *** ***,
Thank you for allowing Cox Business the opportunity to serve your business needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your Cox account. Upon receipt of your complaint, I forwarded your concerns to one of
our business managers and requested that you be contacted immediately
I received notice today that your office was contacted and your request to modify service has been completed
Please accept our apologies for the delay in processing your request. Your experience has been shared within the Cox Business organization to ensure that we are responding to all customer requests within a timely manner
Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Ms***,
Please email me the attachment directly: ***.***

Dear Mr***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your experience with our customer service and retail location. Please
accept our apologies for the frustrations we may have caused you.
I have reviewed your account, and it appears that the billing rate for your phone has been corrected. Also, the outstanding equipment has been returned. As a result of your experience, I have applied a credit to your account in the amount of $89.68. This amount is equivalent to 1-month of all service credit
Again Mr***, we apologize for the inconvenience we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Office of the General Manager
Executive Office of Cox Communications, California
###-###-####

Dear Mr***,
Thank you for allowing Cox the opportunity to serve your business needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your business services.
Upon receipt of your complaint, on January 23, I asked that our
business technical support staff contact you in regards to your service concerns. It was determined that the internal wiring in your building was the result of your service issue. This issue was repaired on January 21,
Cox would like to apologize for any inconvenience you were caused. If you continue to experience technical issues, please contact our technical support team.
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

I have been a forced customer of this company for years - the only cable television provider in Irvine In an attempt to save money, I bundled my telephone, internet and television to the tune of about $200/mo for the very basic of services
For several years, things seemed to work fine Within the last 4, their services and customer service have been horribleI began having nothing but problems with their digital phone service It consistently cut in and out on EVERY phone call service techs sent out and no resolution so it was the first to go - I cancelled and went back to a traditional phone line through AT&T Next was the cable - similar to their phone service, their cable cut in and out, the DVR wouldn't record or recorded without sound Again, multiple calls and appointments, switching out DVR boxes and no resolutionIt was then that I decided to cut the cord
Up to this point, I'd had no issues with my internet service but within a few months my "up to 15Mbsp download speeds" plan took a dive and I began receiving - if I was lucky As one person with devices, this should, and had been totally adequate to surf the internet and stream video - that is, until I cut all my other services off with them Again, several calls where all equipment was verified to be working but was told I needed to switch out my modem Decided to buy my own Cox approved modem and immediately after installation, speeds doubled Within an hour, they were back down to Again I called customer service and they told me that although it was on their approved list, it wasn't the best choice They then tried to tell me I needed to upgrade my service since it provides optimal speeds...oh yeah, that will be $more/mo
Since they began tiering their internet, I have no doubt that they cap the speeds in an effort to force their customers to pay more for adequate internet service My own modem doubled the speed briefly before they again were able to ensure my service was garbage
I have nothing good to say about Cox Communications and their questionable business practices

I signed a new phone, internet contract dated 03/31/for my business system The agreement was there would be no cost for installation or any additional charges The cost agreed to is not what the charge's came out to be The bill is double this month then what is was before and the cost per month is $more each and every month than what was agreed to They are not able to explain the difference The original sales rep, manager and billing expert cant explain the difference satisfactorily Very unsatisfied

Dear Mr***,
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to the drop servicing your home. I would first like to apologize for
the delay in responding to your concern
Our records show that we have a technician scheduled for today, October 29, between 10am and 12pm to address the possible hazard. We would like to thank you for your persistence and assure you that it will be resolved today
Again, please accept our apology for the delay in responding to your concern. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Offices of Cox Communications, California
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have provided a copy of my April bank statement to Cox Communications via both email and faxI am waiting for a follow up
Regards,
*** ***

Dear Mr. [redacted],
 
Cox Communications (Cox) is in receipt of your complaint
filed through the Revdex.com. 
Let me begin by thanking you for allowing us the opportunity to serve
you. We thank you for bringing your concerns to our attention.  Doing so allows...

us to improve the quality of
the service we provide to our customers.
 
Our records show you had six trouble calls in the month of
August 2017.  We truly apologize you felt
deceived with our technicians that went to your residence to resolve your
internet issues.  We will investigate
your complaint and provide the proper coaching and feedback to the various
technicians.   
 
On September 15, 2017, a one-time courtesy credit adjustment
of $200.00 has been applied onto your Cox account due to the inconvenience. The credit adjustment will reflect on your
next billing statement. 
 
 
Best Regards,
 
COX - California
--------------------------------------------------------------------------------...⇄ /> The Executive Escalations Team
5159 Federal Blvd. San Diego, CA 92105

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[The fact is that I did go into the store,[redacted], After speaking to Cox on the telephone. The Fact is that I did return all my equipment and I was told that I would be able to have my service disconnected because I should proof of moving where cox is no longer offered. The fact is that I was told all this before the month of February when I moved and nothing was done. I did everything that I was told and have had an on going issue with COX not being able to fulfill their duties of canceling my membership. I understand that you are stating that all these charges are legitimate because of what cox has on their records but the fact that I went into the store returned equipment that I no longer have and was assured that my service would be canceled, and no can seem so remember this or keep correct records on Cox behave? I have heard of many others Having the same problem as me, so it seems to be Cox MO at this point. I have to see what my next level of action will be from here to be able to have the correct records found and have my credit saved, and to insure that no one else will have this nightmare of a process with Cox ever again in the future. ]
Regards,
[redacted]

This email is just an update as to where we are at with Ms. [redacted].  Her complaint is that she has been trying to disconnect her accountWith Cox Business due to her business closing.  The effective date she is asking for is 10/1/17.  We have since sent her the Disconnect...

Form.  I have yet to received response from Ms. [redacted] on whether or not she has received or seen it. On 7/24/14, Ms. [redacted] has signed a 60 month contract.  Due to the fact that she is terminating services about 2 years earlier from her contractualobligation- she will be assessed Early Term Fees (ETFs).  I have inquired about getting those fees waived since she has closed her business.  We are stillwaiting for response on the ETFS and her signature on the Disconnect Form.

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 interaction with our customer service team.
I would like...

to extend an apology to you on behalf of Cox in regards to the experience you have outlined in your complaint letter.  This is not the level of customer service we have built our reputation on and are disheartened to learn that we have failed you.
We are having difficulty locating your Cox account with the information that you have provided.  In order for us to identify who this representative is, we would need to review your account.  At your convenience, can you please contact me directly so that I may obtain this information from you?
Again, we apologize for your experience and thank you for taking the time to provide us your feedback.  I can be reached directly, Monday through Friday at ###-###-####.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California

At this current time, the last communication sent out to the customer was on April 2, 2018 to [redacted] the IT guy. I had given him the technical information that I had gathered from our Email team, regarding his IP address they are using and advising info on what is/isn't...

blocked.  At this moment, we are waiting for the customer to respond.  My next follow-up with the customer is going to be 4/6.

Dear Ms. [redacted],
Thank you for this additional information.  Based off of the statement you have provided, I have credited the $107.76 to your Cox account.  I have also credited an additional $97.61 for the inconvenience caused you.
On behalf of the Cox organization, I would like to extend an apology to you for the delay in addressing your billing concern.
Please contact me directly with any additional questions or concerns you may have.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr. [redacted],
Let me begin by thanking you for allowing...

Cox the opportunity to serve your communication needs.  I am in receipt of your complaint letter filed through the Revdex.com in regards to your Cox Business account.  I have conducted a thorough review of your account and have determined the following:
Our records show that on May 23, 2013 you agreed to a 3-year contact with Cox Business. 
As you stated in your complaint, your account was disconnected in error on April 4, 2014.  The services were restored on April 8, 2014.  Cox would like to apologize for the inconvenience that was caused to your business.
Our review did not determine that this error validates allowing you to forfeit your contract.
Again, we would like to apologize for any frustrations this may have caused.  I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

Dear Ms. [redacted],
Thank you for this additional information.  Please allow me the opportunity to clarify what was written in my response to your Revdex.com complaint.  In my response, I did not say that you refused a technician to your home. My response stated that you had an appointment and the appointment was cancelled.
In regards to our conversation on February 2, 2015, I offered to send a technician out to your home and you requested a "same day" appointment. Unfortunately, we did not have the capacity to schedule an appointment on the same day. As you mentioned, our conversation was held between 2-3pm. 
Again, if you are continuing to experience technical issues, you may contact our technical support team to arrange a technician visit.  You will be provided with the available appointment dates and times.  Please note, that same day appointments are not available.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mrs. [redacted],
I have forwarded your message to our business sales member [redacted] whom has left you a message to return her call.  I am confident that Ms. [redacted] will be able to assist you...

with your Cox business account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Ms. [redacted],
After additional review with our Cox Business staff, a compensation check in the amount of $500.00 has been submitted for processing.  Please allow 2-3 weeks to receive.  Again, we apologize for the inconvenience and frustration we have caused you and your organization.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Ms. [redacted],
Let me begin by thanking you for allowing...

Cox the opportunity to provide your communication needs.  We are in receipt of your complaint filed through the Revdex.com in regards to your services.  Cox has reviewed your account and has determined the following:
Our records show that your account was disconnected on April 24, 2014 for non-payment.  Cox has no record of a request from you to disconnect services prior to this date.
Ms. [redacted], please contact me directly with any additional questions and/or concerns you may have regarding your former Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]

Ms. [redacted],
Thank you for your response.  As previously mentioned, we are unable to identify a "Cox" service issue.  The extensive troubleshooting that has taken place leads our technicians to believe the issue is with the originating caller. 
Once the originating caller files a claim with their carrier, the carrier will contact Cox for any additional information.
Respectfully,
[redacted]
[redacted]
Cox Communications, California
[redacted]