Cox Communications

Specifically, my acctneeds to be credited for all charges, except internet and a phone line @ regular pricePhone should have been charged at Lifeline rateI did not order anything for tv, because I didn't even own one until mid June & aptcomplex pays for basic cableI informed them of all ofinfoimmediately after receiving first billThe installer told me to never order any extra tv services, because Netflix is what he hasHe even indicated "Netflix" as one of my favorites & it is still thereI always wrote down date, time & who I spoke to whenever I called

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 representative's alleged records do not take into account that I was repeatedly told by their staff that I did not owe anything further, as I recapped in my previous responseFurthermore, their lack of communication or information shared between their billing department and store clerks, and their faulty online account management program is not my fault, and when multiple representatives tell me that I do not owe anything further, I take them at their wordI have spent considerable time and effort of my own trying to resolve this, when it was their fault to begin with, and my time is valuableTherefore, I refuse to pay anything more
Regards,
*** ***

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 billing concerns on your account. I have reviewed your concerns and have determined the following:
Our records show that on February 9, you made an online payment of $50.60. When making this payment, it appears that "auto-payment" was selected. As a result, your next billing statement was automatically deducted from your Visa card
On March 25, 2014, Cox processed a reverse payment to your credit card in the amount of $231.39. After the reversal, it can take up to business days for your financial institute to make the funds available to you.
Ms***, 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 Cox account
Respectfully,
*** ** ***
*** ** *** *** ***
Cox Communications, ***
***

Dear *** *** of the Revdex.com and *** *** of Cox Communications,
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action has not fully and completely resolved my complaint as indicated below:I was pleased and prepared to accept your response until I repeatedly ran the Ocala Speed Tests of Upload and Download data transmissionsThese results are shown as follows:
12/15/ 04:PM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]
12/12/ 10:AM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]
12/11/ 05:PM Mbps Download, Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]
12/10/ 03:PM Mbps Download Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]
12/06/ 06:AM Mbps Download Mbps Upload [Acceptable Upload Speed must exceed Mbps as advertised, promised, and billed]
By comparison, these were some of the speeds that I initially obtained after my service was first upgraded in October 2014:
11/25/ 01:AM Mbps Download Mbps Upload
11/24/ 01:PM Mbps Download Mbps Upload
11/23/ 09:PM Mbps Download Mbps Upload
11/16/ 09:PM Mbps Download Mbps Upload
Since these dates, and up to and including the present time, Upload speeds continue to be erratic and fail Cox minimum service standards on an on-going basisAccording to Cox Service Technicians ANY Upload speed that is BELOW Mbps generates a Red Light Fail Indicator to appear on their service boardsWhen I continually experience Upload speeds BELOW Mbps INSTEAD OF the promised Mbps, the results are timed out uploads which impacts my ability to work, publish news analysis and aviation related investigative articles with uploaded photos and videos on ***, and to backup critical data on iCloud, *** Cloud and *** One DriveThis wastes my time and efforts and continues to be an on-going frustrating and annoying p***lemIt is also NOT THE SERVICE that you advertise, promise to deliver, and bill your customersWhile I appreciate that you offer service rebates for failing to deliver service as promised, dealing with such erratic service and not completely eliminating this issue after REPEATEDLY calling it to your attention is not acceptableYou indicated that construction work was completed on December 10, 2014, but Speed Tests do not confirm that this issue has been fixedTherefore, I continue to ask that you finish the job, and consider this complaint as unresolved until you do soYour response also does NOT satisfy the fact that I have repeatedly been given information, including your latest assertion that this matter was dealt with on December 10, I would expect that, by now, you would first want to double and triple check that everything is indeed in order, before again stating that the issue has been fixedWith all the technical resources of Cox Communication, I cannot understand how or why you would allow such a troubling issue to continuePlease, please, please deal with this issue immediately, completely and successfully
Regards,*** ***
*** *** *** *** * ***
San Diego, CA 92110-Email: ***
Voice: ###-###-####
Cox Account: ***-***

May 26,
*** ***
We want to thank you for taking time from your busy schedule to bring your account issue to our attention. The complaint that you filed was sent to our attention for research and resolution. We are sorry
to hear that you felt that you had no other recourse than to contact Revdex.com to have your concern resolved. We apologize for the poor customer experience that was encountered
I have attempted to contact you via phoneI left messages for you at ###-###-####Please reach out to me via email or phoneI am looking forward to working with you to resolve your complaintThank you for affording us the opportunity to serve you
Please accept our apology for any inconvenience this may have caused you.
*** ***
Executive Relations
###-###-####

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.Hello ***
I am sending this email to reopen my complaint # *** wit COX CommunicationsI received their reply to my complaint on December 8th, in which *** *** asked me to fax over a copy of the marketing flyer and make attention to her so this could issue could be resolvedI faxed over all documents including copies of previous emails with *** *** (to which I received no reply) on December 9th, I had still been unable to reach *** *** and/or *** *** until just yesterdayI spoke with *** *** on or around 9:am and she told me that *** *** would have to enter the changes since she is just a executive manager and *** is a sales managerShe said she was going to transfer me, but that *** was on another callShe ensured me that I would be ***'s very next call and that *** would call me within minutesShe then said that because of all this communication failure in the past she was also going to call me back in minutes to make sure that *** had called meTwo hours passed and I still no call backI called *** *** on her line ###-###-####, she didn't answer, so I left a voice mail stating I still haven't received a call back from either of them like I was promisedI left my full name and number again and asked for a call back from someoneAnother two hours pass and still no call back againI left one *** voice mail around 1:pm again requesting for ANYONE to call me back please and let me know what is going onFor a communications business, these employees are TERRIBLE at communication and customer service*** *** did not have to promise me a call back in that time frame, but she didI do not know what is going on at this pointAs of today, once again I have not received a call back and my complaint has not been resolvedI left two voice mails for *** *** since she did not follow through with what she told me would be taken care of within that dayThis company does do advertising by not honoring the offers sent directly to my personal emailIt has now been about a month and a half since I've been trying to get this all resolvedPlease open up this complaint, nothing has been resolved.
Thank you very much for your time and attention to this matter,
*** ***

Complaint: ***
I am rejecting this response because: I am receiving conflicting information from Cox, yet againI called Cox again last week, on 9/9, and I was told that my refund had been mailed out that day (9/9) and would arrive to me within business daysHere we are a week later, and you are now telling me that the refund check was mailed out today (9/16)How was my check mailed today (9/16), when another representative told me it was mailed last week (9/9)? This is extremely disturbing to me, that each time I contact Cox, I'm brushed off and told that the refund just so happened to be mailed out that dayGiven all the conflicting information, I'm apt to not believe any of thisThis is now the 5th time I've been told my refund check has been mailed, yet I still do not have it
I would like to be provided with some sort of documentation or proof of mailing showing that the check has been issued and/or mailedI would also like Cox to let me know when the check should arrive by, and follwith me on that date to ensure I have received itThis Revdex.com complaint needs to remain open until I have actually received the refundI am not satisfied with simply being told over and over that my check has been processed/mailed and yet I never actually receive it
Sincerely,
*** ***

Dear Ms***,
Unfortunately you cannot have Lifeline service on your wireless and landline phone. You can only be approved for one. Cox has removed the Cinemax channel from your account and also credited all services associated with that service
Again, we would like to apologize for your experience. Please contact me directly with any additional questions
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
***

Complaint: ***
I am rejecting this response because: I have been trying to work with a woman named *** *** I emailed her days ago because again our internet stopped working We have never had an issue with our phone, and that was not our concern Our concern is the internet speed, which varies from time to time This issue has not been fixed IN fact, I emailed a video to the liaison showing the internet speed, but did not get a resonse to that email I have not received an email from the liaison in days about our service dropping and the company is not working with me to resolve the issue
To address the issue about the box, the building manager wanted it set up a certain way and the company did not install it that way They installed it the way they told us it would not work properly I can provide her contact information, as she is going back and forth with the company as wellI am only asking that our service be what we were told it would be, that it won't go in and out and that we are compensated for the time and monies lost due to their negligence
The information the company provided you is and they remain negligent
Sincerely,
*** ***

Dear *** ***,
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 the 3-month credit promotion we offered you. Cox has conducted a thorough review of your account and has determined the following:
I would first like to apologize for the lack of follow up as you attempted to resolve your concerns directly with our business team. It does appear that Cox failed to apply the credits as agreed. As a result of receiving your complaint, we have submitted the request to have the 3-month credit applied. Please allow a complete billing cycle for this credit to reflect on your Cox billing statement
Again, please accept our apologies for any frustration 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,
*** ** ***
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 10698113, and find that this resolution is satisfactory to me.
Regards,
*** ***

Dear Ms***,
Let me begin by thanking you for allowing Cox
the opportunity to provide you with your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your recent install. I have reviewed your account and have determined the following:
Our records show that on August 1, you agreed to our product 2-year price lock guarantee. The monthly recurring rate for the serves you subscribe to is $($including taxes, fees and equipment rental). You state in your complaint letter that the $install fee was to be waived. It appears that we only waived the service install fee
Today, I have credited the $set up charge for the Cox Tech Solutions service. You will see this credit on your next billing statement
Please let me know if there is anything further I can assist with
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

Dear Ms***,
Let me begin by thanking you for allowing Cox
the opportunity to serve your business needs. I would like to extend an apology to you for the level of service you have received and the delay in resolving your service concerns
In reviewing your account, it appears that on May 7, our Cox business team was able to resolve your service issue. In addition, a credit of $was applied to your account
Again, please accept our apologies for the inconvenience this has caused. 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,
*** ** ***
Office of the General Manager
Cox Communications, California
***

We are sorry to hear that our customer has been charged for equipment that she has not returnedUpon receipt of our customers concerns we reviewed the account and found that we delivered return boxes to *** *** *** *** *** ** on March 16, 2017. Once the returned equipment is
received in our ware house, we will credit our customer’s account for what was charged for the equipment that’s returned. At this time until we receive the equipment that our customer has been charged for we are unable to issue any adjustments to the account balanceWe thank our customer for bringing their concerns to our attention and apologize for any inconvenience caused. Sincerely Cox CommunicationsExecutive Escalations Team SE Tell us why here

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 your recent experience with installing service. I would like to apologize on behalf of Cox as this is not the level of service we have built our reputation on
Our records show that on December 27, 2014, a credit in the amount of $was applied to your account. This amount represents the charges for both service installations (cable and internet) as well as service that you were billed for prior to the install being complete
As a good faith gesture, I have applied an additional credit of $125.69. This amount is equivalent to 1-month of full service credit for internet and cable
Ms***, again we apologize for your experience. I am available for any additional questions and/or concerns you may have regarding your Cox service. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr***,
">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 outlining your recent experience with your Cox services. As a result of your technical issues, we determined that a technician
needed to be sent to your home. You state in your complaint letter that the technician needed to replace your cable box and you were charged for this visit.
This was charged to you in error.
Today, August 17, 2015, I have applied a credit to your account in the amount of $which represents the charge for the technician visit
Mr***, 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. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Mr***,
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
As a result of our conversation yesterday, January 28, 2015, Cox has agreed to honor the rate of $without modifying your services.
Please contact me directly with any additional questions and/or concerns
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Cox seems to be throttling my Internet speed drastically in the evening hoursFrom 8pm to 5am my Internet speed falls to a tenth of the advertised speedThis happens consistently, almost every day of the weekI have had to purchase all new equipment totalling over dollars and have had technicians over to the houseAll of these things have changed nothingThis is a blatant abuse of their local monopoly status to deliver deceptively subpar services

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 resolvedThank you and Cox for understanding and making this situation right I feel so much better and feel like I can trust Cox again
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 belowThe response from Cox does not resolve my complaint:
1-
As I stated on my first complaint, the reason I
asked my credit card to reject my auto withdrawn is the charge of $
was increased to $which I never authorize ( I only authorize the withdrawn of $34.99). Their answer “we received a rejection
from the bank. This resulted in the online check/credit restriction being
added to your account. After reviewing your complaint letter, I have
authorized that this restriction be lifted“
means nothing to me, they
should know the reason of my bank rejection and the way they treat their
customer is VERY INAPPROPRIATE, and Cox did not mention the overcharge I
complained about
2-
I wrote a check of $for months which
was due on 7/22, 8/& 9/22, the next amount due on 10/would be $34.99;
yet according to their email below, the amount due on 10/is $64.74, when I
sent the check of $for months I did asked them about the difference on
the bill, they did not answer/explain my question, I NEED TO KNOW WHY DID THEY
OVER BILL ME $( 64.74-34.99), COX NEED TO READ MY COMPLAINT THOROUGHLY
THEN ANSWER STRAIGHT FORWARD AND TRANSPARENTLY TO SAVE OUR TIME. Below is the bill Cox email me
Account Summary as of October 01,
Account Number: ***
Service at:
*** *** ** *** ***,
*** *** ** ***
Remaining Previous Balance: $- DUE IMMEDIATELY
New Charges Due By October 22, 2015: $64.74TOTAL DUE: $
Thank you for your help
Regards,
*** ***