Cox Communications

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 unreturned equipment charge billed to your account. I have
reviewed your complaint and account and have determined the following:
As stated in your complaint, our records show that on March 6, you agreed to install Cox Digital telephone service. In order for us to provide you with this service, the equipment that was sent to you was required. You state in your complaint that you never installed the equipment nor were you aware that it needed to be returned
Based off of the information you have provided in your complaint, I have issued credit to your account for the monthly recurring charges associated with your phone service. However, the unreturned equipment will need to be returned in order to receive an adjustment towards that charge. A service credit in the amount of $($with tax) has been applied to your account
As a result of this adjustment, you have a remaining balance of $78.49. If/when you return the outstanding equipment, your account will be adjusted accordingly and any overage will be issued as a refund check
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,
*** ** ***
Office of the General Manager
Executive offices of Cox Communications, California
858-836-

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.Thank you for researching your records and sending me a copy of the last couple of statements from COX I still am concerned on the correctness of the billing amounts and the accuracy of the negative *** reporting that your collection agency has been reportingPlease correct me if I am wrong,
COX never disconnected my service when I called in April and requested a closing bill be mailed to my homeCOX never provided a closing bill showing the dates of service, instead after my phone call to correct COXs error I was sent an adjustment to the current billing without an explanation of adjustment and my account was not corrected in the COX database as a customer disconnect request This is obvious by the way you are providing me information.
What COX sent to me was not a closing bill as requested and what COX sent to me was a month later and threatening for an unjustified amount of COX mailed everything to me as I did not have ebills and never considered mailing time
COX did not honor the amount of time that states I have days to pay the amount dueCOX did not follow the law according to the FDCPACOX has never acknowledged that I called and cancelled service and has not TREATED my account as such, but as a non payment bad debt , although COX received the entire amount due to them, COX allowed thier collection agency to report erroneous information, which does not coincide with the information COX has been providing to me through this process with the Revdex.comPlease let me know your position on the above issues I have with COX
Regards,
*** ***

We are sorry to hear our customer does not accept our resolution.We have sent our customer the billing information to show the balance that is due, and reported to the credit bureau. At this time we have no additional information to add to this complaint Sincerely Executive Escalations SE Cox Communications SE

Ms***,
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 recent visit from our technician. You are disputing the additional outlet fees that were billed to your account. I have conducted a thorough review of the work order and have determined the following:
Our records show that you contacted our customer service team on December 16, to request that an additional jack be installed outside of your home (iegarage, patio etc.). At that time, an order was placed for December 21, between 1-3pm. Notes on the account indicate that you were advised of the fee to install the additional outlet
Based on this information, we must respectfully deny your request for full credit of the work that was performed on December 21, 2014. However, as a good faith gesture, we will honor the 50% credit that was previously offered to you.
An adjustment of $has been applied to your account and will reflect on your next billing statement
I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:00am to 4:30pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
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 went to the Cox Communications store in *** last night (minutes from my home) with the following items: (1) power of attorney, (2) letter from nursing home, and (3) escrow papers showing my ***'s home has been sold The CSR did not look at items and He looked at the title and signature on item 1, but did not read its contents or check my identification He then disconnected my ***'s account I was out of the store in under minutes So far as I can determine, the only purpose of requiring me to go to these lengths was to get another few days worth of revenue out of my ***, who is indigent and on *** Nothing about the process protected my ***'s interest or Cox's interest because nobody actually checked the scope of the power of attorney and, frankly, I doubt a typical store employee would have the requisite training to know whether a power of attorney was proper or not
Since I was able to disconnect my ***'s service, I no longer need the Revdex.com's assistance, although I VERY MUCH appreciate having the Revdex.com as a resource On the remote chance Cox might actually want to rethink its business practices, my ***'s name is *** *** His account number was *** *** *** His PIN was ***
Thank you again for your help
Regards,
*** ***

At Cox Communications, we do everything that we can to keep our prices affordable for our customers. Due to the ever-rising cost of doing business, price increases are sometimes necessary. We are sorry to hear that our customer has disconnected their services, and has concerns regarding
their final statement amountUpon receipt of our customers concerns we see that our customers services were disconnected on March 22, for nonpayment, after which our customer returned their equipment to the retail store on March 25, We sent our customer their final statement on April 11, 2017. After this statement, we sent two additional statements one on May and the other June notifying our customer of the remaining balance. We attempted to reach our customer by telephone on May 13, 19, 25, and 31, and June 09, 2017. For our customers records we have mailed them a copy of their statement showing the balance owed. We are also uploading their April final statement here so that they may review immediately At this time, we are unable to justify removing this debt from the consumers credit report as we made multiple attempts to notify and collect for payment of services rendered We thank our customer for bringing their concerns to our attention, and look forward to servicing their entertainment needs in again soon Sincerely Cox Communications Executive Escalations Team SE Tell us why here

We live down a half mile stretch which cox provides service on both ends of that half mile stretch and they refuse to run service down our road
I live down a half mile stretch which consist of housesCox has service on both ends of the half mile stretch and they refuse to run service down our half mile stretch unless me or a neighbor pays for itI don't mind paying a monthly service but I know no one else down any road has had to pay for them to run their service to themIt's really an inconvenience to not be able to get a cable and internet provide when everyone all around us has itIt would be really appreciated if they would finish running the cable from one end of the road to the other so me and my neighbor could get cable and high speed internet to be able keep up with this growing world

Not getting internet service they promise with the upgrade I add
I told them what I use the internet for I have table and laptop in my house so I ask them if I upgrade the internet if the video would not buffer but the internet buffer toThey the upgrade would work for all the device so I upgradeIt been month to a year my internet is buffer and cast my movie to the tv been buffer alotFirst person came they want to charge $80.00, and they change two nut on the outsideI problem was the outside they didn't to work in the house so they take off the $off the billKeep have problems worse when rainMonth pass Cox people knot at my door, they were work on another street they hear static come from another street they Trace back to my house,they fix better then it been .month pass started have problem again worse when rain.call Cox the seen someone out , they told my wife there was something wrong but it not Cox faultSo the guy call to see if we move the box to the live room

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution will just have to be...I was expecting a call from
*** ** *** , Executive Office of the Regional Manager of Cox Communications, California but it seems her out of office activities are more important than retaining a customer!
Regards,
*** ***

I have Cox for my business internet and phoneI have been very satisfied with the customer service (24/7) since we got the original programming issues on the phones worked out (hence my star rather then star rating)I do feel very solid about using CoxI also have them for my home internet and while I would like to pay less, getting 100gbs for under $a month is not a bad dealFor the most part service has been extremely reliable with only rare downtime

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. Cox has issued a credit to your account for the misapplied payment. This
credit was applied yesterday, September 12, 2014. Cox also contacted your home and spoke with Ms*** to advise of the credit
In addition to the credit for the misapplied payment, we have credited the remaining balance on your account
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 accountMy office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Office of the General Manager
Executive Offices of Cox Communications, California
###-###-####

We are sorry to hear our customer is experiencing issues with their High Speed Internet ServicesUpon receipt of our customers concerns our Executive Escalations Team reached out to our customer to ensure that our customer is aware of our commitment to ensuring their concerns are addressed as
efficient and quickly as possible. Our field service team has investigated and found there to be a network related issue. Our network Operations Team was able to find and correct one issue, and will be taking a further look at our customers concerns on tomorrowWe have issued an adjustment in the amount of $79.98, and scheduled to upgrade our customer to the “New Contour” system at no charge for our customer’s inconvenience. Our customer has been supplied with the direct contact information of the Executive Escalations Team Member that is assigned to their escalationWe thank our customer for bringing their concerns to our attention and for being a Valued Cox customer Sincerely Cox Communications Executive Escalations Team SE

I've been a Cox customer for several years - you basically have no choice in Southern Arizona when it comes to selecting your cable/internet providerThe reason I've reviewing today is based on my outrage that this company actually charges a fee (called Self-installation fee) for setting up your own cable modemHow outrageous? Even the telephone representative I spoke with didn't believe it - until she credited my account to cover the feeWhat company does this? Dissatisfied

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11148859, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The problem is not on my endMy modem and router are in excellent working orderI just want an explanation why service has been so unreliable for over two weeksIf Cox Internet was an electrical provider, this would be an even more serious problemService is running pretty well now, but I expect it to go down at any moment...SighI am giving it a few more months to decide whether to remain a customer or seek alternate serviceI need stability
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***

Dear Ms***,
Let me begin by apologizing for your experience with our customer service team when trying to transfer your services. I have forwarded your feedback to the appropriate organization within Cox that is responsible for ensuring our customers are provided with teh
legendary customer service we have built our reputation on
If you ever need assistance in the future, please do not hesitate to contact me directly
Best Regards,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

On June 20, 2017, a member of Cox’s Executive Resolutions team, contacted the customer to discuss the write off balance on her previous Cox accountThe customer claims that she spoke with Cox on January 27, to cancel service; however, we have no record of this interactionOur records reflect
that she attempted to transfer services to her new address on February 13, but that building is not serviced by Cox The Resolution Specialist with whom she spoke agreed to waive the balance that was charged from January 27, through February 13, when services were terminatedThe remaining balance of $is still outstanding and will remain on the customer’s credit file as unsettledThe customer was also informed that she should return the Phone Modem to the local Cox store to avoid being charged the unreturned equipment feeWe have notified the Collections agency, Creditors Collection Services, of the updated balance and ask that the customer allow up to days for the credit file to be updated We appreciate the opportunity to address her concerns and in the event she has any further questions, she may reach out to the Executive Resolution Specialist at the number provided to her Sincerely, Cox’s Executive Resolution team

Dear Ms***,
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 former Cox account. I have reviewed your account and have
determined the following:
Our records show that on December 23, you entered into a 24-month service contract (see attached). You cancelled your Cox services on February 21, 2014. You state in your complaint letter that you were informed that the early termination fees would be waived. Cox has no record of this being authorized
Based on this information, we must respectfully deny your request to expunge the early termination fees that have been billed to your account
I am available for any additional questions and/or concerns you may have regarding your former Cox account. My office hours are 8am to 4:30pm, Monday through Friday
Respectfully,
*** ***
Office of the General Manager
Cox Communications, California
858-836-

Dear Ms***,
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 recent request to port your home telephone number from Cox to ***. I have
conducted a thorough review of your account and have determined the following:
Our records indicate that on January 25, 2015, Cox received (one) request from *** to port your home telephone number with a release date of February 6, 2015. Cox does not have record of receiving any additional port requests prior to this date
Cox has accepted the port request and will process accordingly on the requested release date
Please contact me directly with any additional questions and/or concerns regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Ms***,
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 payment to your account. I have reviewed your account and have determined
the following:
Our records show that on April 13, 2015, you scheduled an ACH (electronic check payment) in the amount of $to be paid on April 28, 2015. On April 25, 2015, you made a payment with your credit card through our automated system
Based on this information, we have determined that this is not a Cox error. In addition, the two payments did not generate a credit balance on the account
Please contact me directly with any additional questions and/or concerns regardig your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

At Cox Communications, we do everything that we can to ensure that we display the values of our mission statement “To be the most trust provider”. We are sorry to hear that our customer does not accept our resolution. Our position regarding our customers complaint has not changed. Our customer was notified that their statement would be $plus taxes in the original sales call, which was a two-call conversation as the call disconnectedOur customer has the option of purchasing their own data equipment, and returning the rented equipment to reduce their statement by $per monthWe thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused Sincerely Cox Communications Executive Escalations SE