Cox Business

Dear Ms. [redacted],
Let me be[redacted] by thanking 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 disconnecting your Cox Business account.
Our records show that you...

spoke with one of our Cox Business representatives on December 9, 2014 and requested that services be disconnected on December 15, 2014.
Please accept our apologies 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.  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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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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Dear Mr. [redacted],
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, 2015 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, 2015.
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,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  I would like to apologize for the delay in responding to your voicemail messages.  I did make a couple attempts to reach you but were unsuccessful. ...


I have contacted our third party vendor to check the status of your $200.00 gift cards and they have no record of sending these out to you.  As a result, I have credited the balance of your account in the amount of $255.95.  This credit will reflect on your next billing statement.
Again, please forgive me for the delay in resolving your concern.  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
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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 recent order of services.
In order to better assist you, can you please...

email or fax me a copy of the written quote you reference in your complaint letter?  My email address is: [redacted] or you can fax it to my attention: ###-###-####.
Once received, I will review and follow up with you directly. 
Respectfully,
[redacted]
Office of the General Manager
Executive Offices of Cox Communications, California
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In further response to the complaint from Ms. [redacted]. Cox takes the customer’s complaints very seriously and we have done everything to address the concerns.   At this time we have been unable to duplicate the reported issues and are unable to troubleshoot further without assistance from Ms. [redacted].   Concerning multiple attempts to address the issues and this impacting all of the customers clients is not consistent with our findings. Cox was contacted on two separate occasions to report the issues with the voicemail system. After further discussion with Ms. [redacted] it was determined that the issue was not impacting all of the customer’s clients but only occurring on calls from one specific number. All of our findings have been relayed to Ms. [redacted] and as we have advised we cannot troubleshoot further until we have been provided current examples if the problem still exists.  While we understand Ms. [redacted]’s concern about the potential inconvenience providing additional examples may cause, it is the necessary step for us to continue troubleshooting the issue being reported.   To address the concern of being passed from one agent to another this is to ensure we have done everything possible to address Ms. [redacted]’s reported problem. In each reported instance we have fully researched the issue and when we have been unable to duplicate the problem or Ms. [redacted] has been unhappy with our findings we have escalated the concern to attempt further troubleshooting. Due to this process it has involved several groups all reviewing the information provided.   Cox has been unable to duplicate the issue that is being reported and have exhausted all troubleshooting issues based on the information/examples we have. Again we take the complaint very seriously and would like to resolve this to Ms. [redacted]’s satisfaction but we will require her to provide us current examples of calls that are not recorded where her customer has left a voice message greater than 4 seconds.  We will continue to troubleshoot the reported issues once we receive this information.

Dear Ms. [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 a recent refund check you have received.  I have conducted a thorough review of your account...

and have determined the following:
In reviewing your account, it does not appear that the refund check referenced in your complaint letter was issued in error.  Therefore, we are not requesting that you return the check.
Please accept our apologies for the frustration we have caused you.  If you have any additional questions and/or concerns, please feel free to contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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We want to thank Ms. [redacted] for taking the time to file her concern.  In receipt of this complaint, Cox spoke to Ms. [redacted] to discuss the matter.  After review of the account and Cox documentation we show a request to transfer service from one address to another was made on...

January 14, 2014.   Cox provided paperwork to the customer for the transfer and we have correspondence signed and dated January 15, 2014 to proceed.    Cox records indicate on February 3, 2014 an employee of Summit Funding Group named [redacted] called Cox and requested to leave services active at the original location until they called to disconnect them.  It is also noted that [redacted] was advised that they would continue to be billed for the services until he calls to disconnect the account.    Cox records show that services were installed at the new location on February 21, 2014.  The services remained active at the old location based on the request made by [redacted] on February 3, 2014 and Cox did not receive a request to disconnect.   Cox records indicate that a request to disconnect was made for the original account on November 8, 2016 by Ms. [redacted].  The account was disconnected on November 11, 2016.  According to Ms. [redacted] they were unaware they were being billed for services at the both locations due to the bills being sent to their billing office who was not aware of their situation and continued to pay the bills.  Further research showed that one of the active phone lines on the original account was being forwarded to their main business line since 2014 which indicates use of Cox service.  Cox equipment was returned on December 15, 2016.   Upon disconnect of the account Cox issued a credit in the amount of $2,163.39 equal to 3 months of billing.  Based on the research and information, Cox has concluded that the additional credit request is unjustified and declined.    We hope this helps to explain and resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.  Cox Business

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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Dear Ms. [redacted],
Let me be[redacted] by thanking 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 disconnecting your Cox Business account.
Our records show that you spoke with one of our...

Cox Business representatives on December 9, 2014 and requested that services be disconnected on December 15, 2014.
Please accept our apologies 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.  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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Dear Ms. [redacted],
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 recent attempt to transfer your service.  I have conducted a thorough review of your...

account and have determined the following:
Our records show that while processing your request, we failed to align the transfer of your PRI and toll free number on the same date.  As a result of this error, there was an interruption in service.  You are 
Cox does have processes in place to ensure these types of transfers are completed seamlessly.  However, in this instance we have clearly failed this process.  Ms. [redacted], on behalf of Cox and the business service team, we apologize for the delay in resolving your issue as well as the inconvenience caused to you and your organization.  I can assure you that the appropriate coaching has been done to ensure this error does not occur again.
As a result of your experience, Cox would like to extend to you the option of cancelling your service contract without penalty. Please contact me directly if you would like to take advantage of this offer.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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I signed a 5 year contract with Cox Business for my company in 2014 for digital telephones (IP Centrex) and internet. By the end, I was paying over $700 per month for internet and six phones. The internet service was reliable, however the IP Centrex phone system was very unreliable. I was guaranteed 99.99% up time on the phone system, but that promise was not delivered or backed up. Over the course of the last two years, our phone system has gone offline over 20 times for ranging lengths of time. On three occasions, the phone system was down for longer than a 24 hour period. On one occasion, the phone system was down for three days. Given that I am in the type of business that charges by the hour, loss of time on the phone means thousands of dollars lost for the business. Cox was never willing to credit my account for the loss of service, even though their promise of 99.99% up time was breached. A problem with Cox is that you will deal with many different people if you have service requests or issues. You will never have a dedicated representative to assist you over the course of your contract or service. One service representative told me I could add phones and lines and remove them at my discretion. But, then once I added phones and lines, I was told by another representative that once I added phones and lines, I was locked into them (and the increased price) until the contract was over. Unfortunately for me I had acquired three phones and lines for a tenant that came and went, and then Cox forced me to pay for three phones that were not used for six months (roughly $200 per month). Overall, I had a very poor experience with Cox at my office. Looking back, I wish I never entered into a contract with them for phone services. I would have only taken their internet on a month-to-month basis with no contracts and sought phone services elsewhere. Now, I am with a VOIP phone service that provides phone service for everyone in my office and all the same options that Cox offered, but for only $49.99 per month. I have never had any downtime with the VOIP service and it is much more convenient to have everything on the web and having an application on my cell phone. That is over $550 in savings compared to Cox for a much better service. I do not recommend Cox's phone services.

Dear Mr. [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 the equipment charges billed to your account.  Cox would like to respond as follows:
Our records show that the outstanding equipment billed to your account transferred from your previous service address ([redacted]).  When your current account was disconnected, we do not have record of receiving the outstanding equipment from your previous address.
However, as a good faith gesture, I have removed the equipment from your account and requested that the debt no longer report on your credit file.  Please allow 30-days for all major credit bureaus to be updated.
Mr. [redacted], please accept our apology for any inconvenience this may have caused you.  I am available for 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]
Executive Office of the Regional 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 communication needs.  We are in receipt of your complaint letter filed through the Revdex.com in regards to your service rates.  We have reviewed your account and have determined the following:
Our records show that on March 13, 2013 you contacted our customer service team to inquire on any current campaigns that you may qualify for.  At that time, our representative added a 30% discount on your cable and phone service.  These discounts expired on March 12, 2014.
On each monthly statement, Cox identifies the services that are "price locked" and those that are under promotional pricing.  Cox would like to apologize if this was not explained to you.
Please accept our apologies for any inconvenience this may have caused you and your family.  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]
Cox Communications, California
[redacted]

Dear Ms. [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 recent account transfer.  I have conducted a thorough review of your account...

and have determined the following:
Our records show that on December 4, 2014, you transferred your services to your new residence.  Prior to the service transfer, you were taking advantage of a 6-month promotion that provided you with Economy TV and Essential internet for $49.98 (not including taxes and fees) per month.  There was an error made in processing your transfer order.  As a result of the error, the last 2-months of your promotional rate was canceled.
On January 26, 2015, Cox issued a credit to your account in the amount of $73.94.  This is the difference in what you are being billed now and your previous promotional rate.  Additional credits of $33.07 were applied towards your installation charge.
Ms. [redacted], please accept our apologies for the error that caused you to contact the Revdex.com.  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.
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 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.I have provided a copy of my April bank statement to Cox Communications via both email and fax. I am waiting for a follow up.
Regards,
[redacted]

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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