Cox Communications

We are sorry to hear that our customer does not accept our resolutionAfter receiving our customer’s response of not being satisfactory our customer’s assigned Executive Escalations Team member reached out to our customer and scheduled for our field service team to review their concerns. Our field and network teams reviewed and addressed our customers concerns on July 27. We spoke with our customer on July who stated they would give us a call if they had any additional questions or concerns. We applied an additional credit of $ to our customers account for the issues our customer experiencedWe thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer Sincerely Cox Communications Executive Escalations SE

We are sorry to hear that our customer does not accept our resolution. Upon receipt of our customers concerns we asked our Field Service - Contractor Supervisor, to reach out to our customer to address their concerns. Our Field Service Supervisor attempted to reach our customer a couple of times in the day and was unsuccessful. While in the area, our field supervisor stopped by the home and our customer was home. Our field service supervisor’s intentions were not to intrude on our customer, but to ensure to resolve our customers concerns as quickly as possibleAfter our visit our Field Service Supervisor determined that we would be denying the damage claim due to the following: The alarm wire was stapled to the top beam in the attic. This is the only wire that is stapled to this beam, and our technician would have to reach up in order to tamper with this wireOur cable wires were as soon as you enter the attic to the right, per our field leader the technician doesn’t even after enter fully into the attic.The Alarm panel where the password is entered is worn; which is possibly causing our customer to have to enter their code multiple timesOur customer does not have any information about the alarm system due to the alarm system being over years of ageOur field supervisor attempted to physically show our customer what he was referring however our customer declined to walk with him, due to the resolution. At this time our position to our customers damage claim has not changed. We thank our customer for bringing their concerns to our attention and for being a Valued Cox customer Sincerely Cox Communications Executive Escalations Team SE

Dear Ms***,
Cox Communications (Cox) is in receipt of your “rebuttal” 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 have received confirmation that your check was issued today, August 12, 2016, and it will take 7-business days for you to receive the check by mail.
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 have reviewed the response made by the business in reference to complaint ID 12663962, 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 today 2-15-I have not received a final itemized bill on this accountI did receive an email that I was unable to open, and am currently unable to openCOX please stop playing games and send me a final itemized bill
Regards,
*** ***

We are sorry to hear that our customer states that they are still experiencing issues with their servicesWe are unable to proceed with reviewing our customers due to as our customer states they are unavailableOur customer has their Executive Escalations Team members direct contact information for any questions or concernsWe thank our customer for bringing their concerns to our attention, and apologize for any inconvenience Sincerely Cox Communications Executive Escalations Team SE Tell us why here

March 11,
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
I reviewed the call in questionThe agent offered to leave your services the same and add a digital box to allow you to view cspanThe price would have been around $You advised him that it was still too highYou requested in order to keep you as a customer we needed to lower your monthly rate by halfAfter discussing the stations you watch the agent offered to lower you to the starter package and add a box for cspanYou agreed to the new terms
The next day you called to discuss the channels that were missingThe tech support agent added the expanded services back increasing your bill to $
When you called in your monthly rate was $the agent was able to add a digital box to your account and still lower your monthly rate to $for the next yearThat is a savings of over $a month
I do apologize if you felt that it was a bait and switch but after reviewing the call the agent was clear in the offeringIf you would like to keep the services at the level they are at the bill will remain at $for the next months
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
###-###-####

I recall getting a missed call from Cox communications, but I could not understand what that person was saying, but I will accept the company's offerHowever if the adjustment does not reflect correctly on my next bill I will reach out to the Revdex.com again, that you for following up with me
Respectfully Submitted,
*** ***
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10246582, and find that this resolution is satisfactory to me.
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 I am showing that the payment of $was applied to your account on 11/The bill that was sent on December 20th shows that the payment was received also
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 Ms***,
Let me begin by thanking you for allowing Cox
the opportunity to serve your communication needs. In reviewing your account, it appears you have disconnected service. We are disheartened to learn that the misinformation provided to you has caused us to lose a valued customer
In reviewing your account, it doesn’t appear that the charges mentioned in your account were billed to you. At this time, you have a service credit of $that will be issued to you in the form of a refund check.
Again, please accept our apologies for the inconvenience we may have caused you and your family. 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
Cox Communications, California
***

I have continually received terrible internet service on behalf of cox communicationsAs a university student (who lives with four other university students), I require a reliable internet connectionWhen we first had Cox installed, we experienced no issues except for poor connection in some parts of the houseEventually, I didn't even get signal in my room and the service in my kitchen was mediocre at bestThe only way to get good service was to be in the same room as the modem, which I find ridiculous considering I live in a one-story house that isn't even 1,sq ftWhen we complained to the company, they said we needed to have our modem at least three feet off of the groundHowever, the cable that the company used to install the modem was only two feet long, so this wasn't even possibleIt was only after we agreed to let them install free cable in our house (which we were later charged an installation fee for, although they never mentioned it initially) that they gave us a

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 belowThere was three phone calls that took place, two on December
17th and one on the day of install as the rep who was installing
didn’t bring enough boxes as I was quoted and soldI requested to listen to
the phone calls because the information you relayed to me that you “said” you
heard was incorrect but you will not let me listenYou stated that they spoke
to my husband, that was only on the day of install when I was to livid to speak
to the customer service manager after going without cable for a week, having to
drill holes in my hard wood floor and waiting on hold for over an hour with a
tech at my house for nearly hoursI was quoted and sold a package that
should be honored and as a customer I shouldn’t have to suffer because of your
employeeI have spent countless hours speaking with several customer service
managers, techs and now you have given me the run around and still I’m not
being provided the service that I was soldThis is yet again Cox at its finest
customer service on letting down another customer
Regards,
*** ***

The short:
I was cheated out of a $visa gift card
They promised to lower my bill by $a monthBut they actually ended up charging me an addition $to my original bill
Costumer service was non responsive
I now have a $cancellation fee
The long:
I originally signed up for TV, internet and phone for a promotion rate of $per month It was fast internet and all the movie channels…the big TV package A couple months in to it, I realized we were not watching much TV So I wanted to see if I could lower my bill by removing some of the TV services
After talking to their representative, we agreed to remove the TV extras (HBO, Cinemax, etc.) By doing this, I was promised a rate of $per month plus a credit to my account The representative advised me not to pay my bill, that they would apply the credit and issue me a new bill He also assured me that I was still eligible for the Visa gift card
One month later, I get a bill for $ I call COX to see what was going on Nobody had a clue There were a few notes in my file regarding a change to my account but no details After explaining what had happened, the representative submitted a form to her supervisor and promised a response within hours
The following week, after no response I call COX again After waiting the average minutes to talk to someone (pretty standard for all of these inquiries) I talk to a representative who can’t help me She gave me to her manager who, without a beat, tells me that the promised $rate is impossible She then informs me that the change in my account from the previous inquiry raised my rate to $and they were giving me a $discount She then rattled off some other discounts she was applying and told me my new bill would be $ Then I asked about the Visa gift card She stated that the change in service from the previous inquiry had voided my eligibility for the gift card
She was unwilling to work with me to find a solution that we could be satisfied with After attempting to talk to her a little more, it was clear that she was unwilling to budge, and did not care about what one of her employees had previously promised
I cancelled all my services She then tell me I owe $for a cancellation fee
STAY AWAY FROM COX

We are sorry to hear that our customer does not accept our resolution regarding their concerns. Our position regarding our customers concerns have not changed. We notified our customer on each statement under the Monthly Services portion of their statement that “You are receiving a promotional discount off your price protected retail rates. Your price protected rate, noted below each discounted services will take effect at the end of the promotional discount period”This notification notifies our customer that they are receiving a promotional rate that will expireWe thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer Sincerely Cox Communications Executive Escalations Team SE

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 recent changes to your account. I have conducted a thorough review of your account and have determined the following:
Our records show that on December 22, 2014, you contacted our customer service team to inquire about our TV Economy package. Notes on the account indicate that our customer service team reviewed the channels that you had access to but also advised you that you would need a cable box to access these channels. Our records show that you declined this service. Therefore your cable service remained the same
On December 26, 2014, you contacted our customer service team stating that you wanted to make changes to your account. During this call you were given options to lower your rate. During this call, we added a campaign that provides you 15% off of your cable for 12-months This discount expires December 25, 2015. No additional changes to your cable service were made
Based on this information, Cox must respectfully deny your request for a credit to your account
Please accept our apologies 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,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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 expressing concern about a recent order you placed. I have reviewed your account and have determined the following:
Our records show that on February 10, you signed up for our Bronze bundle package which was scheduled to bill at $per month (not including taxes and fees). There was an error made when placing this order. As a result of this error, the billing was not accurate. This offer is still available to you and should have been corrected during your call on February 13,
Mr***, if you would still like to take advantage of these services at this rate, please contact me directly and I will have someone from our sales team contact you
Please accept our apologies for any inconvenience we may have caused you and your family
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
***

We are sorry to hear that our customer has experienced issues with their services Upon receipt of our customers concerns we reviewed their account and found that all our customers levels at this time indicates our customers signals to her data modem are absolutely great Our Cox Business Liaison spoke with MsBrown, and discussed our findingsOur customer states she is going to contact her VPN host and ask them for help with the VPN that is laggingSince our customer is new customer and has made multiple calls to Cox, we issued our customer a $credit just now, which represents a two week creditI explained to her that she will see this on her next monthly statement We provided our customer with information on how to file an online trouble ticket, and her Cox Business liaison’s direct contact information in case she has any additional questions or concerns. We thank our customer for bringing their concerns to our attention and for being a valued Cox Customer Sincerely Cox Communications Executive Escalations Team SE *** *** *** *** *** *** *** *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12188923, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.[Provide details of why you are not satisfied with this resolution.]The issues are still not resolved and this response doesn't even address my complaint
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12314173, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The technician did not install wall fishesHe simply connected the house to the telephone pole, and activated outletsWe were informed this service would be free of charge if we purchased the bronze bundle My first issue is that the technician did not install fishes, we only have cable outlets in our house, and the number of cable boxes we have rented from Cox will reflect thatSecondly, we were told this would be free if we purchased the bronze bundle, so we purchased the bundle even though we did not want cable or telephone, just internet For this issue to be resolved, we would like to be refunded the entire $We also would like the representative to understand that we are fine with the $service fee, we are not okay with an $service feeCurrently our bill reflects a $service fee; which is the original $we were quoted, plus a $franchise feeThe franchise fee is in addition to the original amount we were quoted, $
Regards,
*** ***

We apologize about the delayed response. We have been actively working with our customer regarding his concerns with his contour system. I have spoken with our customer and he states that while he started off with issues we have resolved all issues but one. We have escalated the customers issue to our escalation technician supervisor, and credited the customer for the issues he has experienced. The customer states he is satisfied with actions taken, and has our contact information for any additional questions or concerns. We thank our customer for the opportunity to serve him, and for choosing Cox Communications

Mr***,
Thank you for your response. In reviewing the account and promotions that we offer, I do not show record of any bundle for $68.00. As previously mentioned, you were not locked in at any rate. Unfortunately, we will not be able to honor your request to reduce your rate to $with the level of service you subscribe to
Again, we apologize for any inconvenience this may have caused you. You may call me directly with any additional questions and/or concerns you
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
***