Cox Communications

Dear *** ***,">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 and would like to apologize for your recent experience while trying to resolve your internet connection concerns
I have conducted a thorough review of your account and have determined the following:
Our records show that on February 22, you contacted our technical support group to report issues with your internet connection. At that time, we scheduled a technician to your home on February 24, 2014.
The technician determined that the cable serving your home needed to be replaced. Our records show this replacement was completed on March 18, 2014. As a result of the delay in resolving your service concern, you were issued a full month service credit to your account.
This adjustment will reflect on your next billing statement. In addition to the one month service credit, Cox will be providing you complimentary internet service for the next 3-months
On behalf of Cox Communications, I sincerely apologize for the inconvenience we 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,
*** ** ***
*** ** *** *** ***
Cox Communications, ***
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12664145, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The Cox Communication person that I talked to was telling me another story compared to the customer support personnelThe Cox Communication person was telling me that due to increase in rates and the package that they applied, my bill would be ~$and that is not that much difference when you take the $and add surcharges/tax for they year. I informed him the $dollar bill was with surcharges/taxes included, which he seemed surprised, but did not dispute the factAlso this price was guaranteed for a year, which he did not seem to know, this would of negated any price increase for the year of 2018. He still tried to tell me that when I got my phone service this would not of changed the price whereas the support personnel told me that is what exactly happened, because they took to long in establishing my phone service the package that I agreed to for the $had expired and I now have to pay more for the service. Yes both the customer support and communication person stated there is nothing they could do to correct this issue to my satisfaction. They did lower my bill from the ~to $with the current promotion they are offering, but not the promotion that I agreed to when I signed up for their phone serviceYes since they cannot HONOR the agreement price when I agreed to get their phone service I am working on transferring my communications to another provider.
Regards,
*** ***

Dear Revdex.com,
"Calibri","sans-serif"">
Cox Communications is responding to the complaint filed with your office on 04/28/and assigned the complaint ID of *** Removing customers from our active marketing list is a process that can be handled by any of our frontline agents with access to a customer’s accountThe flag was activated on our customer’s account in September 2015, during the third call we have on record where our customer requested to be removed from all marketing mail listsFrom the point that flag is made active on any individual account it can take up to days for the marketing to cease due to possible existing lists pulled in advance of the customer’s requestThough the proper steps were followed for our customer’s active account, mailings continued for a second unit at the same address without active serviceThe other unit has had the same Do Not Mail flag applied to it as our customer’s active account
The credit that was applied as a result of the conversation on 2/29/is noted as a one-time credit of $in response to our customer’s request for a $per month credit for an extended periodTo address our customer’s campaign ending, we have applied a promotion that will discount their current level of service for monthsThere is no Service Agreement protecting the non-discounted rate, meaning ,the account is subject to any future rate actions.
The issues outlined in the complaint have been addressed and we apologize for the circumstances that led to this complaintThough we have not been able to speak directly with our customer, we have provided direct contact information via voicemail for the Executive Resolution Specialist assigned to this case that can provide details on our findings Sincerely,
Cox Communications Executive Resolution Team

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11556793, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[As of yesterday the problem is still not resolvedAs for their response it has been so far days and still not working properlyThis happened months prior and it took them a month to get it fixed thenThere promise to eventually fix the problem is not resolving the problemActually, the service was worse yesterdayIt dropped several times while just on the phone with themAccording to their technician, service is dropping packets at the street level before it ever gets to the building so their street level resolve they say they did did not resolve any problem.I have attached the event logs and status log of their provided came modemA you can clearly see the uncorrectable errors which is actually downOnly 62,errors on one of the channels Event log shows the connection between the device and their network deviceYou can clearly see the sync errors and partial service noticesThis log was from part of yesterday and part of this morningThere are so many errors that it scrolls the previous errors so you can't see a full day This complaint has not be resolved.]
Regards,
*** ***

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
The only thing left to resolve is the modem I turned in I did not see a serial number but it is the only one I had It is the same model number as the one noted on my account and it can not possibly be for anything else other than my cox account
It took you guys years to tell me I still had this modem I was supposed to turn in and it took me a long time to find it so if my account is not credited then we are going to have a problem
Regards,
*** ***

Dear *** ***,
Roman" size="3"> 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 youWe 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
I apologize for the recent experience(s) you encountered with Cox. I will be providing the proper coaching and feedback with the various representatives you spoke with.
In reviewing your account, it appears your first monthly statement was for $which included a $service activation fee. I have issued a credit adjustment for the service activation fee in which it will reflect on your next billing statement
Our records show you have the following promotional offers with Cox for months (June 28, through June 27, 2017)
Essential Internet $(regular rate $50.99)
Advanced TV $(regular rate $81.99)
DVR service $7.99 (regular rate $12.99)
Cable box rental fee $
Your monthly rate is $and after tax total is $
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 8:00am to 4:30pm, Monday through Friday
Best Regards,
COX --------------------------------------------------------------------------------...⇄ ***, Office of the Regional Manager
Executive Customer Resolutions Specialist, California
toll
Federal BlvdSan Diego, CA
Monday through Friday, 8:00am-4:30pm

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.My account is already being refunded and my bill corrected
Regards,
*** ***

December 29,
We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention. The complaint that he filed was sent to our attention for research and resolution. We are sorry to hear
that our customer felt that he had no other recourse than to contact the Revdex.com to get his concern resolved. We apologize for the poor customer experience that he encountered
Hello Consumer,
Thank you for affording us the opportunity to serve youWe have reviewed your complaint and account
After reviewing your account no access was made to your account in SeptemberThere is no record of your attempt to disconnect servicesAs a effort of good faith we agree to clear the charges for the services totaling $A balance of $is remaining for the early termination fee which will be your responsibilityMoving out of the area is not a reason that we will waive the early termination feeThe $deposit has been credited back to your account and went toward the remaining balance of the services
Please allow me to reassure you that we have addressed all of your concerns
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 Cox account
*** ***
Executive Relations
###-###-####

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 recent order for internet
You state in your complaint
letter that you have an offer for internet at the rate of $19.99. At this time, Cox does not have an offer for that rate available to its customers. However, if you are able to provide us with a copy of the advertisement you have, we will be sure to honor such rate
You may fax a copy to my attention at: 858-715-7598. You may also scan and email me a copy at: ***
Mr***, please accept our apology for any inconvenience this has caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** L***
Office of the General Manager
Cox Communications, California
858-836-

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11889312, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.Ok, if that is the case that you offer business services, then how come no one ever told me this when I called Cox? I called the customer service line several times and also a customer advocateI told them that I work from homeI even bought a new modem for $from CoxThe technician was nice, but he did not tell me about the business services eitherIf I call and ask about business services from Cox, will that fix the fact that there is a cable and wire problem from the outside pole to my apartment?
Regards,
*** ***

Complaint: ***
I am rejecting this response because they have not acted in good faith to try and accommodate the request I have made I am aware that they do not have an additional existing discount that can be applied to my account, as they stateWhat I am asking is that they either create a new one or work with me to establish a customized pricing scheme and contract that meets my individual needs
Sincerely,
*** ***

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
Regards,
*** ***
Thank you for the timely reply, SADLY My dispute with COX remains and the response by COX validates my complaint once moreAs in the response message COX admits the account was closed due to NON PAYMENTI the account holder formally closed my service and was advised of a closing statement to be sent via USPS mailI gave the COX rep my time as they tried to retain me and give me PROMO rates as this is part of trying to retain a customer, COX mishandled my account after I REQUESTED A CLOSING STATEMENT and THE CLOSING OF MY ACCOUNTEVERYTHING THAT HAPPENED AFTER THIS REQUEST was by COX failing to do their jobOr worse,this is how they handle customers leaving to the competitor and abusing them with their collection practicesCOX was in *** of ruining my account status,
COX FAILED TO CLOSE MY ACCOUNT AS I HAD A NEW SERVICE INSTALLED A COUPLE DAYS AFTER MY ACCOUNT WAS TO BE CLOSED and as I waited for the closing bill, my account status was being damaged as admitted by COX in the reply message, AS DISCONNECTED DUE TO NON PAYMENT
MY ACCOUNT WAS CLOSED AND NOT IN USE while I was waiting for my closing bill, which I never receivedI received a collection bill instead and when I called COX to correct their error, I was unaware that they kept my account in the damaged status of non payment, I was not given a closing bill but an adjusted bill which cannot be verified as a correct closing bill because of the way they handled the closing of my account. MY ACCOUNT SHOULD HAVE BEEN HANDLED AS A CUSTOMER REQUESTED Cancellation, and I should have received a closing bill, not ongoing charges for a service that is absolutely disconnected on my side of the service, I should not have been put in collections if this account was handled correctly and fairly and the COX REP DID THEIR JOB..
What happened after COX violated my rights and abused their authority by sending the account to collections is not my main FOCUS, it is the way COX failed to cancel my faulty per month internet service as requested and send me a closing bill, instead of leaving my account open and I was never advised until the nasty absorbent amount in a collection notice Even when calling in to notify them of the error of not closing my account and the error in their billing , COX continued to leave my account in a NON PAYMENT DISCONNECT and treat a year customer badlyMy complaint is the truth and would not bother if COX was acting honorably COX focuses only on the collections and does not answer to the mishandling of my account, but only on how they covered their buttsIf COX were remotely close to telling the truth here, they still would have abused their collection practices by not advising of this account going to collections, and and deceptive billings statementsThe account should not be reported for the amount COX is allowing to be reported and the way it is being reported is in errorCOX needs to fix their errors

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10189884, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
As stated in my response of Sep to the Revdex.com the issues are recurring and erratic:
Unresolved Issue # - Erratic Pause/Play/Rewind functions on live program with Family
Room - Master, Master BR - Client & Guest BR - Client
Unresolved Issue #2 - Guest BR - Client unit will not power on by remote control unitPower up unit by use of front panel power button
New Issue - My account at the Master Unit shows DVR units and Receiver units installed in my homeOne of the DVR units serial number is of a unit that was removed an Aug 29th service callThis is a phantom unit that is not installed on my account
Since this had been going on for over two months, it is very frustrating that Cox would consider the issues resolvedThe unresolved issues are part o the original that I had after the system was installed
Regards,
Robert Brown

Dear Revdex.com, Cox Communications is responding to the complaint filed with your
office on 8/6/and assigned the complaint ID of ***
We are sorry to hear that the services our customer had installed did not meet expectationsWe understand that technical support has been contacted in an effort to improve the situation without satisfactory resultsWe have made multiple attempts to reach our customer by phone at the number provided in the complaint and left messages with direct contact information for the Executive Resolution Team who are willing to assist in facilitating a resolution to this matterOnce we are able to speak with our customer we can determine the proper course of action to follow
We await the opportunity to assist our customer in finding a resolution
Sincerely, Cox Communications Executive Resolution Team

Cox is now instituting a 1TB data capThis is highway robberyTerrible customer service, *** poor reliability, and now they are screwing over the customer againCanceling my service asap

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedIf I receive one more bill higher than the specified amount of $and change I will be very upset and will file another complaintPlease MAKE SURE this does not happen again to me or to anyone else
Regards,
*** ***

Dear MsR***,
Roman" size="3"> 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 youWe 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
We determined that the account for the services in question is in the name of someone else and you have not been designated an authorized user for this account. Consistent with Cox privacy policies, we are only able to share information about this account with the account holder or an authorized user
If there are still outstanding issues with this account and the account holder, S*** ***, would like to discuss the account or adds you as an authorized user on the account, please contact our Executive Escalation group at ###-###-####
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 9:00am to 5:30pm, Monday through Friday
Best Regards,
COX --------------------------------------------------------------------------------...⇄ ***, Office of the Regional Manager
Executive Customer Resolutions Specialist, California

I recently signed up with Cox and I had them before years agoWhen I signed up online there was a charge of $and it stated I needed no depositI started the online chat with the sales team and they told me that if I didn't have a deposit due (which I didn't) that the charge was the one time installation feeI was assured of thisSo, I signed up for serviceMy first bill came and what do you know, the $installation fee has been charged to meI started another chat and now I was told I had a past due balance from years ago that I was never aware of and never told about during my sign upThis is very deceiving and untrustworthy of a company to not be honest and up front with potential customers just to get them signed upIf I knew about the balance it would have been paid but nothing was mentioned even when I returned the equipment years agoLying isn't a good way to start business with a new customer

Dear Mr***,
Roman" size="3"> 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 youWe 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
I truly apologize for your recent experience with our staff at Cox. Per our phone conversation, on June 17, 2016, you have requested for your cable, internet, and home security services to be disconnected on June 21, 2016. After your services are disconnected, I will waive the early termination fee that will be charged towards your home security services.
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 8:00am to 4:30pm, Monday through Friday
Best Regards,
COX --------------------------------------------------------------------------------...⇄ *** Office of the Regional Manager
Executive Customer Resolutions Specialist, California
toll
Federal BlvdSan Diego, CA
Monday through Friday, 8:00am-4:30pm
Tell us why here

Revdex.com:
I hace 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 belowI am not willing to accept any type of charges for the February invoice since no services were providedCox shut down our services on Jan and I am unwilling to accept that I should owe any part of this bill since I repeatedly asked for the service to be shut offI also have yet to receive any type of return label to return the Cox equipmentAt this time the equipment is sitting in my closet waiting to be returned
Regardless of how many times Cox states over and over again that I owe for February this is not trueI will not pay for something that I did not receive and any other consumer would feel the sameI have not voiced my opinion on any social media as of this time, but after reviewing other consumer complaints I truly believe that Cox has no intention of correcting thisSo it seems that we will be going back and forth thru the Revdex.com until this is resolved
I am willing to return all Cox equipment with label provided by Cox, I will be willing to pay for Nov to Dec and Dec to Jan that is allthat is the only time I received services
Regards,
*** ***