Cox Business

Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your business communication needs.  As agreed, we will be releasing you from your contract and will not hold you responsible for any fees associated with disconnecting your services.  In addition, we...

have issued a credit to your account in the amount of $513 which represents reimbursement for 3-months of business internet billing.
Please contact me directly with any additional questions and/or concerns.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
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Dear [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication need.  We are in receipt of your complaint filed through the Revdex.com and would like to respond accordingly.
Our records show that on March 22, 2014 you...

signed up for Cox internet service.  You state in your complaint letter that you were to be billed $20 for 12-months.  As you mentioned, this rate is valid with the installation of additional services.  As a good faith gesture, Cox has already issued you credits totalling $143.98.   Today, I have issued an additional credit of $71.78 which covers the total difference in billing from the amount you were quoted.
Please let me know if there is anything further I can assist you with.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
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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.
I had another concern.  Cox said I was a month behind with my payments.  Not true.  They had erroneously applied my payment to the previous account.  After the 3rd month and hours of time, I believe that issue is now resolved as well.
The lady who responded to this issue didn't return my calls until the 3rd business day.  Her voice mail message said I had dialed a different number than the one I dialed.  ?  Later she explained that she had been out of town and that number was her cell phone.  Fine with me, but what about having a backup person in her office who would at least speak to me?
In closing, it seems that both of these issues have been resolved.  Thank you for your assistance.
Regards,
[redacted]

Dear [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. I am in receipt of your complaint letter filed with the Revdex.com in regards to redeeming your $200 gift card.
I would like to apologize for the delay in processing your promotional...

gift card. At this time, Cox would like to offer you a service credit in the amount of $250.00.
In the event you receive the gift card in the interim, please keep it. This is our way of showing appreciation for your patience and understanding.
If you have any additional questions, please feel free to contact me directly.
Respectfully,
[redacted] Executive Office of the Regional Manager
Cox Communications, California
[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.
again, I repeat the last time calls were blocked, they were blocked by a COX service robo message asking the caller for a box number, when it suppose to allow the caller through. The problem remains and it is COX. I gave the info you claim to the ones with trouble. But the bigger issue is the ones who woud not go to great lengths to get a ho,d of me. This is blocking the baility to judge lost cold calls.
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.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I had another concern.  Cox said I was a month behind with my payments.  Not true.  They had erroneously applied my payment to the previous account.  After the 3rd month and hours of time, I believe that issue is now resolved as well.The lady who responded to this issue didn't return my calls until the 3rd business day.  Her voice mail message said I had dialed a different number than the one I dialed.  ?  Later she explained that she had been out of town and that number was her cell phone.  Fine with me, but what about having a backup person in her office who would at least speak to me?In closing, it seems that both of these issues have been resolved.  Thank you for your assistance.
Regards,
[redacted]

Dear Mr. and Mrs. [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. 
I have shared your concerns with our Cox Business Manager, [redacted] and he will be...

contacting you within the next 2 (two) business days to discuss the Cox business contracts.  I am confident that [redacted] will meet or exceed your expectations.
Again, thank you for choosing Cox and we look forward to addressing your concerns as soon as possible.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted] Again this Ms.  [redacted] is lying  I had appointments scheduled  on 1/30, 1/31, and 2/1 no tech showed,  waited all day for Cox to repair my services after  taking off from work. On 2/2 (super bowl day),  a tech called out of the blue said wanted to come  to repair services, I informed the tech the appointment was scheduled for you to arrive on 1/30 did not show; scheduled  again 1/31, did not show; scheduled again on 2/1, again no one showed up after me taking off work for 3 days.  I cannot cancel an appointment  did not make for 2/2.  Ms. [redacted] also told me (when I was available for tech),  "... not happening...". My services have not worked since 10/13 thru  present and Cox must reimburse me for me paying  for services  not rendered. I cannot  wait for another  super bowl day to Cox  to have extra techs to repair my services.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have had 9 different technicians provide short term solutions to a weak internet signal. Every time I call to get this fixed we go through the same steps to get this resolved that never work. I have taken days off from work to get this resolved and frustrated that we have issues yet again even though we upgraded our modem. The internet drops way too often and the cable tiles and freezes.
I would like to have our internet fixed permanently. We make payments monthly for a service that constantly drops. We pay for a service that doesn't work the way it's supposed to. Please fix my internet once and for all.
Regards,
[redacted]

Dear Ms. [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 through the Revdex.com in regards to your experience with our retention staff as well as the rate of your service.  I have conducted a thorough review of your account and have determined the following:
Our records show that on June 3, 2013 you contacted our customer service team to dispute the rate of your service.  At that time, our customer service representative added campaigns to your account that provided you with 30% off of your cable, internet and phone service for 12-months.  These campaigns expired on June 2, 2014 and therefore we began your services at the standard rate.
At this time, Cox is not offering these promotions.  However, we were able to reduce your bill to $140.51 for 12-months.
Ms. [redacted], please accept our apologies for the level of service you have received while trying to resolve your billing concern.  Please feel free to contact me directly with any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
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Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your business needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to the incorrect rates billed to your account.
Our records show that...

on September 11, 2014 the service rates were corrected on your account.  We are in the process of making the necessary adjustments in order to cover the over-billing that has been done since install.  In the meantime, we have issued a one month service credit to your account in the amount of $2,479.01.  This adjustment will reflect on your next billing statement.
Again Mr. [redacted], we apologize for the delay in resolving your billing concern.   You may contact me directly with any additional questions regarding your Cox account.  My office hours are 7:30amt to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
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Mr. [redacted],
 
I have emailed the Manager of our business internet technical support team to have someone contact you within the hour.  I am sure we will be able to address and resolve your service concerns.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, [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. After submitting the required forms to COX business and being under the impression that my business would not be charged an early termination fee due to the consistent nature of degraded service quality, we awaited a follow-up call from our sales rep, and after hearing nothing for almost a week decided to make a preemptive call to verify the process had actually begun. After talking to a retention agent we were instructed to await a call back from the retention agent after a couple hours. After once again receiving no call within the two hours stated we called back again and finally got an answer as to whether or not our request actually when through. After we were finally able to confirm our service was indeed in the process of being terminated we were told that we may in fact experience an early termination fee despite the fee not being present in the agreement signed in order to terminate our service. We then attempted to confirm whether or not we were going to experience an early termination fee but could not get a straight answer from anyone after talking to a retention agent, our sales rep's manager, or the disconnect team that we were instructed to contact by our sales representative's manager which according to the disconnect team he was not supposed to do. The disconnect team was however able to elaborate the process in which these cases are handled, and that in all likelihood we wouldn't actually know for sure that the early termination fee was going to be waved until the 21st, a week before our service is to end. It is due to these issues that we cannot accept this resolution until we can get written confirmation that our early termination fee will be waived. 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.Due to Cox's admitted errors - they should be PAYING us for loss of service and my [redacted] for working daily non-stop between Cox and ** to restore service. The "option" to cancel our service (which was never activated) without penalty does not cost Cox anything nor does it back up their apology.
Regards,
[redacted]

Dear [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to your former Cox account.  I have conducted a thorough review of your account and have...

determined the following:
Our records show that on January 21, 2015, you contacted our customer service team to inquire about disconnecting service.  At that time, you were advised of the applicable early termination fees that would be billed to your account.  Notes on your account indicate that you stated you would visit our retail location to process the disconnection and request that the early termination fees be waived.
Cox does not have record of you visiting our retail center on or after January 21, 2015.  Therefore, the services remained active and we continued to bill you accordingly.
 On March 30, 2015, you contacted our customer service team to inquire about the balance on your account.  At that time, you were advised that Cox had no record of receiving a disconnect request from you.  You were also advised that the balance reflecting on the account was for services ($264.66) unreturned equipment ($318.61) and the early termination fee ($118.96) for a total balance due of $700.88.
Based on this information, we must respectfully deny your request to have the debt removed from collections.
Please contact me directly with any additional questions and/or concerns regarding your former Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]
Again this Ms.  [redacted] is lying  I had appointments scheduled  on 1/30, 1/31, and 2/1 no tech showed,  waited all day for Cox to repair my services after  taking off from work. On 2/2 (super bowl day),  a tech called out of the blue said wanted to come  to repair services, I informed the tech the appointment was scheduled for you to arrive on 1/30 did not show; scheduled  again 1/31, did not show; scheduled again on 2/1, again no one showed up after me taking off work for 3 days.  I cannot cancel an appointment  did not make for 2/2.  Ms. [redacted] also told me (when I was available for tech),  "... not happening...". My services have not worked since 10/13 thru  present and Cox must reimburse me for me paying  for services  not rendered. I cannot  wait for another  super bowl day to Cox  to have extra techs to repair my services.

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 Cox service.   I have conducted a thorough review of your account and have determined the following:
Our records show that you contacted our technical support team on January 29, 2015 to report issues with your cable service.  At that time, we scheduled a technician to come to your home on February 2, 2015.  Our notes indicate that this appointment was cancelled.
Ms. [redacted], Cox's goal is to ensure that our customers have minimal service impacts.  Therefore, we schedule our technicians according to anticipated events. 
You have requested that Cox reimburse you 12-months of video service as well as compensate you for time lost.  Unfortunately, Cox must respectfully deny your request.  However, as stated during our conversation on February 2, 2015, if you chose to switch providers, we will cover any installation costs incurred by your new carrier.
I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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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.
To Revdex.com:[redacted] reply is full of lies.  My appts were scheduled on 1/29, 1/30, 1/31.  On 2/2 [redacted] called at 3P becaused I called executive offices in Atlanta, she called me on 1/31 and left a message.  I called back and she did not return my calls. On 2/2, I called the executive office again. On 2/2 [redacted] called at 3P, I advisedher I have had poor or no service since 10/13,requested credits for out of service, wage lost reimbursement for 3days, and install when moves to different carrier. Her reply was, "not going to happen", which how all employees reply to customers--rude, nasty, and uncaring. She asked when can send tech I advised 2/2 and she said not sending. she had no intention of scheduling a tech on 2/2, if called me at 3P on 2/2.

Looks like our CB folks talked to him today.  Agreed to 3-month service credit.

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 monthly rate.  I have reviewed your account and have determined the following:
You state in your complaint letter that in February 2015 you were quoted a monthly rate of $133.53 for 12-months.  Our records show that you are currently being billed $140.06 which is a difference of $6.53.  Since Cox is unable to reduce your monthly rate to $133.53, we have issued a lump sum credit of $78.36 to your account ($6.53 x 12months = $78.36).
Please accept our apologies for the frustration this has 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,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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