Cox Communications New England

I am writing because we did not upgrade our package.  We called to complain that the speed was not what was actually promised via the $39.99 monthly fee.  We had thought that the issue had been corrected.  We did not authorize a package upgrade and hope this will be resolved quickly.  You can contact my husband on his cell phone at [redacted].  He said the Cox Business Service came up on his phone but he did not receive a message yesterday.  If someone could call and leave a message if he does not pick up, it would be greatly appreciate it.  Regards,
[redacted]
 
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Dear Revdex.com: Cox Communications Customer Experience team NE, responds to Revdex.com case #[redacted]. When we reviewed our customer's account we were able to supply a discount for the remaining 12 months  in order to reduce the rate to a monthly reoccurring...

charge (MRC) of $196.45 which includes the Variety pack that had been originally intended.  In addition, we  updated our customer that the service agreement  referred to in his information is  a 24 month period which only covers the retail rate from any rate increase- although does not cover tax, fees or surcharge increase. Our customer also requested we update him of the MRC which is presented in the email update to the Revdex.com. If our customer has any further questions regarding the update he can reach out to the supervisor at 1.[redacted]. Again, our apology for the issue with the offer presented with respect to the MRC. We appreciate our customer's patronage.Thank you, The Customer Experience team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[I, however and in the meanwhile, have reached a presently satisfactory settlement with the Local Cox  Business Communications in Rhode Island, in the fulfillment of the order that was in dispute. For that reason, we will accept this case as resolved for now and wish to cancel our complaints with Revdex.com for now. The response from the business as it is herein stated does not pass the test of good practice or effort-engaged measures in resolving a customer's complaints of hardships.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

Per your letter of 23 July 2015 (first attachment), I have sent a letter of appreciation to Cox Communications (second attachment).  Thank you for your help in this matter.Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Revdex.com: We are responding to Revdex.com case # [redacted].The Business service team  has reached out to our Business customer and made several attempts by telephone and  sent an e-mail.  Our Business liaison has provided  their direct contact information...

and a brief update to the concerns as indicated in the complaint. Our agent looks forward to assisting our customer further once contact is made.  Thank you, The Customer Experience team

Dear Revdex.com:Cox Communications Executive Customer Resolution (ECRT) team responds to case # [redacted]. We have reviewed the information provided and spoken to this party. Unfortunately, we could not locate any account information for the address provided and years as documented. Without any account...

information we cannot submit anything to Equifax to mask the inquiries if some type error. The party mentioned would have to dispute the inquiries directly with Equifax as a fraud or error information. We have advised case#[redacted] of the findings and if any further questions or additional information or assistance that we might help on the customer has been provided our department contact information. Thank you, The ECRS team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
I am  rejecting the business's response, because COX Communications continues to send lies to the Revdex.com stating that their security team is working hand in hand with us the customer. The only time that COX Communications Security did anything is like I said is when we stated we were in talks with an attorney.  They just in the past week or two, decided they would work with us. I mean the problem  originated on February 13th 2015, and COX Communications waited until April 19th to file the first theft report in my name after a tech discovered cable theft, identity theft and identity fraud on my account.  In fact, if there is no theft then why did COX repeatedly call my house informing me that my internet levels were low?  In addition why then on April 6th when their tech ID# [redacted] from [redacted] came out to my house and we asked him to check our lines did he come upstairs with a splitter that was connected to my line. COX told me that my neighbor was using his rabbit ear antenna to pick up channels due to the fact that he doesn't have any cable provider, which makes him ineligible to have internet or phone services. On March 29th 2015, my mother came in to my room and asked me if a certain wrestler was wrestling to which I said yes, and she informed me that my neighbor was hacking my internet service. Same thing happened on April 26th!  If he doesn't have cable , internet or phone, how is he getting pay-per-views? If  COX wants they can look at my account and see that from February 14th up to present day that this problem has been happening and continues. However, they want to lie and say that security has been working with us. To quote TV judge [redacted], that's bologna! I have been on the phone with numerous technicians  and having techs at my house addressing this situation even going as far as filing a secondary theft report last night May 5th 2015!  Also, COX Security never reached out to us, we actually had to call and ask for them to come out to our house. They were supposed to come see us tomorrow May 7th, but I have a doctor's appointment and had to change the date to Monday May 11th. To which their security head [redacted] condescendingly was upset. Since this problem has started, I have been told by COX techs and supervisory staffers when I asked for answers as to what anyone is going to do about this matter were "Um, I don't know" , "call you local authorities" "GO F&%$ yourself" "You're a liar"  My family and I have faced nothing but hardship and verbal abuse from   COX Communications because of this. In fact, because of this thet my cable bill for May 2015, was supposed to be nly $15.24 however due to COX's negligence they tried to charge me my original rate which they raised from $121.49 to $121.55. Then because my internet nearly crashed gave me a discount making my bill $76.07 when I was told by three techs who put in discounts on April 28th for $45.67 and May 3rd, 60.59 that my bill was to be $15.24.  In addition, why then did my tech on April 6th tell me that he was going to put locks on my box and eight days later on April 14th 2015 that my box outside my house who be taken apart and changed and more locks would be laced on it?   However on April 13th a technamed [redacted] whose tech ID# is [redacted] came out via [redacted] from [redacted] 's dispatching and told me that he was here to hook-up Apartment A in my 6 apartment house. Apartment A has been vacant since 2003, so I'm curious who he was connecting. Instead I went to do some laundry and saw the tech playing with the wires. When I asked if he'd ring my doorbell when he was done so my mother can ask him to check her stuff he said yes. When he rang our bell panicstriken he told us that everything  was in the hands of [redacted] and we even have the entire conversation between him and I on tape so COX can't deny he wasn't here. Also on April 14 we were supposed to have our box changed, however the tech that came that day went back into our cellar, and completed [redacted]'s job and left very shadily 10 minutes  after 11am that day.  So, yes I am rejecting this response because I feel that this is a complete slap in my face, I am not going to continue to take COX's lying and abuse and are considering taking legal actions against COX Communications and it's employees. ?
Regards,
[redacted]

Dear Revdex.com: Cox Communication's Customer Experience team responds to Revdex.com case # [redacted]. We had spoken to our customer  and will honor waiving the early termination fee (ETF) as requested.  In addition, we provided our customer with one of our supervisors contact...

information to  help review various offers once the phone is removed or  either needs assistance concerning the ETF fee. At this time, our customer seemed satisfied. We appreciate our customer's patronage  Thank you, The Customer Experience team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on March 25, 2018. We apologize for the issues our customer experienced with his Cox High Speed Internet (CHSI) service. A Cox Executive Customer Resolution Specialist (ECRS) contacted our customer in...

response to his complaint and has removed all service and equipment charges related to this concern. In addition, a credit adjustment was applied to our customer’s account for the duration of time he experienced the service issues. Our customer indicated that he was satisfied with our resolution and had no other additional concerns at that time. Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 05/23/2017 and assigned the complaint ID of [redacted]. We have reviewed the account and the website with our customer and explained that the particular page being viewed on the Cox website reflects the...

subscription services prior to a recent change in the discounts applied to the account. The real time information is correct and the changes to the account were due to promotions recently ending. Cox has agreed to lower the customer’s monthly rate and will do so via manual credit for the next 12 months. We appreciate our customer’s continued loyalty and trust that this resolution is satisfactory.   Respectfully submitted,                                         ...⇄ Cox Communications Executive Resolution Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #[redacted]. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
Regards,
[redacted]

Dear Revdex.com: Cox Communications Customer Experience team responds to Revdex.com Case # [redacted].We assisted in providing our customer with HBO for the free 12 month offer. There was a processing issue that occurred at the time making it unable for the customer to process the order. This matter had...

been addressed  and we apologize for the delayed update. The customer is satisfied and we appreciate our customer's patronage.Thank you, The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on August 20, 2016 with the assigned Revdex.com complaint ID of [redacted]. We apologize for the experience our customer had when she spoke to a representative on August 12, 2016. We contacted our customer on August 22, 2016...

in response to this complaint and we were able to make the necessary adjustments to her level of service and monthly reoccurring rate to resolve her concerns. We provided her with direct contact information should she have additional questions regarding this matter. Our customer indicated that she is satisfied with our resolution and has no other additional concerns at this time. Sincerely, Cox Executive Customer Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/25/2015 with the assigned Revdex.com complaint ID of [redacted]. We spoke with this customer on December 28, 2015 in response to their complaint. We reviewed their account and payment history with our customer to...

ensure they fully understood the statements they received. We verified that all charges and fees are correct and valid. We also reviewed our policy for unreturned equipment with our customer. Cox customers have 10 days to return Cox owned equipment if a service has been disconnected by our customer, or if service has been interrupted due to payments not received. If Cox owned equipment is not returned within the 10 day window, the customer will incur a charge for the unreturned equipment. Once Cox owned equipment is returned, or if overdue payments are received and service is reinstated, our system will automatically credit the account for the equipment. We connected this customer to our Collections department and we were able come to an agreeable payment arrangement. Our customer indicated that they are satisfied with the resolution. Sincerely, The Executive Customer  Resolution Team, NE  Tell us why here...

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/27/2015 and assigned the complaint ID of [redacted].
This matter was brought to the attention of the manager of the sales person who initiated the order.  All of the points our customer brought up,...

including the lack of follow-up, have or are in the process of being addressed. The issue with the pricing was caused by some confusion by the sales agent with what promotions were available at the time of the sale.
We apologize for the circumstances that led to this complaint.  Our customer has been contacted and an install completed for the services originally agreed to.  We look forward to providing our customer with quality service for the foreseeable future.
Sincerely, Cox Communications Executive Resolution Team

This is my second complaint written regarding these ongoing issues that have not been resolved. I have called and e-mailed Cox repeatedly and have decided to cancel direct pay and will be calling to cancel internet service if this is not resolved asap. The last online call (using my data on my cell) I made was last week and a friendly female CSR was helping me to reboot the system and during the call we were disconnected. This particular remedy has been used several times within the last several months to no avail so I assume that was what was going to happen yet again. Our internet has been going down almost daily and with my job as a Realtor I depend on a reliable internet connection. This has been happening now for over four months and it has not been resolved through any of the following: 1) tech assistance, 2) customer service, 3) tech visits, 4) rebooting the system and there has been absolutely no refund or pro-rate refund of any kind in the time. I am paying over $80 a month for an unreliable internet connection and when I have internet the speed is substantially less than what I have signed up for and what I am paying for. This is getting more frustration by the day...complaints will also be filed with the AG's Office Consumer Protection Bureau. Thank you. I would like a pro-rated refund of at least $320, a resolution to this ongoing issue which would provide reliable internet connection AND the actual speed that I am supposed to be paying for (when the internet actually works).

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # [redacted] filed with your office on February 16, 2018. We apologize for the experience our customer previously encountered when attempting to have his billing concern addressed. A Cox Executive Customer Resolution Specialist (ECRS)...

contacted our customer on February 21, 2018 in response to his complaint and as a gesture of goodwill, agreed to waive the balance associated with his former Cox account. Cox has requested that the collection agency send the consumer a letter indicating the balance is paid in full.    Our customer indicated that he is satisfied with our resolution and has no other additional concerns at that time. We have provided him our direct contact information should he have any additional questions related to this matter. Sincerely, Cox Executive Customer Resolution Team

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted].
The issue seemed to have been resolved the following day but unfortunately, on April 7th I noticed the issue of Channel 70 & 1070HD, which is [redacted], once again came up as 'Temporarily Unavailable', then after several hours of watching tuned out and the Unavailable screen appeared again.  Today as I turned on my computer I also did not have the Internet service, nor was my connection available.  I had to go to the back of the box and unplug it to reset it after waiting a half hour for it to fix itself and rebooted my laptop.  This is happening on both my main and bedroom TV.   When the Technician found the signal leak I was honestly hoping that was the problem.  He also mention another wire outside that has to be repaired.  I'm not sure if it has been or would be causing the problem either.I haven't checked my COX bill yet but I want to make sure that I not only wasn't charged for the recent Service Call from [redacted] from COX but was also reimbursed from when the first Tech came out as well.   I was told he was a sub-contractor that COX hires out and not only had 'No Idea' what he was doing or talking about but B.S'd me when he told me he resolved the issue, knew what the issue was, etc. which clearly he did not.I will contact [redacted] at the Rhode Island office to let him know as well that the issue was unfortunately not resolved.Thank you for all your help thus far!  After 2 years of this issue happening, it's nice to know COX is finally trying to fix the problem I'm having instead of having to 'Put up with it' as I have.
Regards,
[redacted]