Cox Communications

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 have previously filed a complaint on 1/8/with ID # ***I had stated that I would accept the companies attempt to resolve the situation with the stipulation that if it wasn't resolved once I met with their Specialist at a Solution Store near me that I would again contact Revdex.comI was not able to meet with the Specialist within the day windowInstead I met with a *** *** on 2/9/I am attaching correspondence that I recieved when I met with *** and a letter stating my concern with this complaint still not being resolvedI gave *** ** *** a chance to call back after meeting with *** yet she has not returned my call since 2/9/Therefore I am conitnuing with this complaint
My hope is that Cox Communications can show a written document showing what I actually owe and that I have paid off any outstanding bills and that I am current on my billAs of now nothing has been made in writing as I had previoulsy requestedThey continue instead to print out the same documentation
Regards,
*** ***

We are sorry to hear that our customer is reporting issues with their internet service. Upon receipt of our customers concerns we have reviewed our customer’s account and found one call reporting issues with our customer’s services within the last days. There was a scheduled visit
for our field technicians to review our customers concerns on May 10, 2016, however there was no answer when our technician attempted to reach our customer to let them know that we were in route to their homeOur Executive Escalations Team attempted to reach our customer today to schedule a time for a technician to review our customers concerns, however there was no answer when we attempted to reach our customer. In order for our customers service concerns to be addressed we will need to schedule at a time at our customer’s convenience to review their concernsWe thank our customer for bringing their concerns to our attention, and for being a Valued Cox Customer Sincerely Cox Communications Executive Escalations 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 your internet service.
In reviewing your account, our records show that the last trouble report we received from you was on December 10, 2014. At that time, we replaced a filter at your residence and since then we do not have record of any additional trouble reports from you
You also state in your complaint letter that you purchased a new modem from Cox for the purchase price of $265.00. After thoroughly reviewing your account, we do not have record of this equipment being billed to your account and/or assigned to your account.
Ms***, it is Cox's goal to provide the legendary service we have built our reputation on. Please contact me directly so that we can arrange for a Senior technician to come to your home. I look forward to hearing from you soon
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer has concerns regarding
their services
Our customers assigned Executive Escalations Team Member has
reached out to our customer, however they were unable to verify their account,
and stated they were at work.
Our Executive Escalations Team
Member supplied our customer
with their direct contact information to reach them directly when they are
ready for us to review their concerns further
We thank our customer for bringing their concerns to our
attention and look forward to working with our customer on a resolution to
their concerns
Sincerely
Cox Communications
Executive Escalations SE

We are sorry to hear that our customer has concerns with placing an order for servicesUpon receipt of our customers concerns we reviewed the account and determined that Cox services have not been active at this address since 2010. Per our Methods and Procedures any home that has not had Cox
services in the last months requires a professional installation. The cost of this installation is $ 75.00, and is unable to split in to multiple payments. Currently we do not see any pending work order to install services. We invite our customer to give a call to our sales team to review our current promotions to see if the promotion our customer is referencing is still available. Our sales team is available from am to pm Monday through Saturday and can be reached at (504) 304-We thank our customer for bringing their concerns to our attention, and for seeking Cox services Sincerely Cox Communications Executive Escalations Team

Complaint: ***
I am rejecting this response because:Revdex.com,After receiving the bill from *** (3rd party) , I called COX to question the bill and why it had taken so longA manager at COX told me ONE statement was was sent in and since the account was closed no others would have been mailed to meNo phone calls were made to my homeNo other statements were mailedNot even from a third party I have lived here since and have had the same phone numberI find COX's rebuttal fabricated and deceitful.
In COX's rebuttal they state that the debt was transitioned to a third party agency 4/23/Since it has been years I find COX NEGLEGENT in their billing practicesI do not owe this billI will be contacting the States Attorney's office and ** news stations to report COX's inability to prove a year old bill.
Horrible customer service and everyone in ** will know about it
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10206813, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am still waiting to hear from customer service about compensation for the prolonged down time and for the considerable amount of time I have spent in relation to getting this issue resolved
I would like to commend *** *** and *** *** who, after a month of trying to get through to Cox about the issue, were very helpful, courteous and kept me informed on Cox engineers progressIt turns out the issue was affecting a sizable area of uptown New Orleans
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 the level of customer service you received while attempting to
discuss your bill. Cox has conducted a thorough review of your account and the representatives that attempted to assist you. On behalf of Cox and the entire organization, I would like to apologize for your experience as this is not the level of customer service we have built our reputation on
It appears that you were able to speak with someone on June 10, that explained to you the promotions that expired on your account. Again, we apologize that this was not explained to you at the time of install
As a result of your experience, Cox has issued a one-month credit to your account in the amount of $42.99. This credit will reflect on your next billing statement
Please do not hesitate to contact me directly with any additional questions and/or concerns. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
*** ** ***
Office of the General Manager
Cox Communications, California
###-###-####

Handicap senior citizen ripped of by COX CABLE I sent monthly payments in for over years Mon 1/4/ set up New TV - Tues 1/5/ Cox cable technician came to install mini boxes for digital signal - He stole a new part off of the back of my new TVHe put the part in his right pants pocket and later put it in his tool sack He even tried to open the drawer of the 45-yr old table the TV was sitting on but he could not He then worked on the older TV in my bedroom Within one hour after he left, I phone COX and told them to contact him immediately and bring the new part back Not hearing from COX in a week, I called again I was told the only comment on my account was that the Tech had been there, nothing about part being taken Within a few days, a supervisor called me and said the part was old I replied that the TV was NEW and set up 1/4/and the tech came 1/5/ The supervisor said he would bring the part by or credit my account Nothing happen and no credit on account when the monthly bill came, I made a POLICE REPORT of stolen property The first of FebI had less than half the TV channels to watch so I only sent in half of the Feb bill when I received it On 2/26/I was disconnected of TV services by COX due to employees screwing up my account I sent a packet to the Head Office and an executive called me He kept saying (I'm sorry) but wanted more money to re-activate the TV services and THEY don't know where the part is I replied that I wanted the same 2-yr price lock that I had and the part return as I wasn't going to pay more for the employees screwing up my account and stealing from me No services as yet 3/21/from Cox CableI live in El CajonCA in mobile home as I am a handicap senior citizen - age

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
We do apologize for the horrible service that you experiencedYou explained in your compliant that you have disconnected services with usAfter speaking with you today about the events that lead to the disconnection you advised me that you already have another provider installed
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
*** ***s
Executive Relations
###-###-####

Dear Revdex.com, Cox Communications is responding to the
complaint filed with your office on 06/20/and assigned the complaint ID of ***
A review of the account in question shows that Cox took the proper actions to notify the consumer of the balance due on the account after it was closed. There were three post-disconnection statements sent to the service address as no forwarding address was provided at the time of the disconnection. These statements were mailed on 6/1/2010, 6/29/2010, and 7/30/2010. In addition to the statements being sent, two letters were mailed to the customer one on 6/7/and the second on 6/17/2010, directly from Cox requesting paymentCox also made calls to the phone number on file, which matches the telephone number provided in this complaintOne call took place on 6/10/2010, by a live agent who left a message and were followed by two separate automated calls with messages on 6/11/and 7/5/2010, before being written-off by Cox on 8/11/
Notes on the account from July 22, 2011, indicate that the consumer placed a call to Cox to dispute the outstanding balance. At that time they were provided the contact information for the 3rd party agency managing the debt After unsuccessful attempts to collect the balance the debt was transitioned to the current 3rd party agency on 4/23/
At the time the account was disconnected there was a balance for approximately two months of service. When the account was closed the bill was prorated leaving the balance in question Cox views this as a valid debt to be paid by the consumer
Sincerely, Cox Communications Executive Resolution Team

First plan with cox was 100mbps for $on a promotionI decided to get my own equipmentI got a compatible modem which is the only piece of equipment Cox requires to be compatibleSpeeds were terribleCS told me my modem was badGot new modem and routerNew setup is way beyond what I needCS tells me again my modem is badI told them it wasn't and it was new so they sent out a techTech told me the router is badTook router back and got a 3rd oneThen was offered 300mbps speeds for only $more a monthI went with the upgrade and my speeds got worseTook the 3rd router back and got a 4th one4th one doesn't workThere is obviously something on Cox's end that is either throttling a 3rd party router to entice customers to pay for the Cox equipment, OR, it is required to have the Cox equipment in order to get the faster speeds, which is not advertised or communicated to the customer

Dear *** ***,
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 customersOn March 3, Cox California had a rate increase. We notified all our customers on their February statement. I have attached a copy of your February 21, billing statement reflecting the rate increase notification.
However, I reviewed your account and was able to apply a few discounts onto your account of $off a month for months. The discounts are in valid from May 4, thru May 4, 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 FridayBest Regards,
COX --------------------------------------------------------------------------------...⇄ ***, Office of the Regional Manager
Executive Customer Resolutions Specialist, California
*** ***
*** *** *** *** *** ** ***
Monday through Friday, 9:00am-5:30pm

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11758781, and find that this resolution is satisfactory to me.
Regards,
*** ***

When I change my address from *** El Colegio Rd to *** Aldus Dr., I called COX to change my service to my new apartmentBut a month later they send me a almost $bill, within an account that I have no idea aboutThe original internet fee is around $per monthWhen I look at the bill, they are asking me to pay for box( which I already paid a year ago in my old apartment, and I just bring the old one to my new place.) what's more, they asked me to pay for TV cable, which is ridiculous because I don't even a TV in my apartmentI called them, they admit that it's their mistake, but they didn't do anything about it, months later they send me a $bill and cut my internet

Dear Mr[redacted],
">Thank you for allowing Cox the opportunity to serve your communication needs. We are in response of your complaint letter filed with the Revdex.com outlining your concern with the speed of your internet service.
Our records show that during the first week of June, our network operations team expanded the NODE that services your area. This expansion enhanced our customer's experience in your area. If you are still having issues with your speeds, we would like to have a field supervisor come to your home to ensure that everything from the outside cable through your home is within specification.
Please contact me directly so that I can arrange for a time to have a technician come to address your service concern. My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]

Dear Mr[redacted],
">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 Cox account. I have reviewed your complaint letter and Cox account and have determined the following:
Our records show that we are currently mailing you a monthly Cox statement to your service addressed. However, On October 24, 2014, our records show that you selected to "opt-out" from receiving paper statements and therefore, your billing was provided online.
In regards to lowering your rate, our records show that you spoke with a Cox customer service representative on June 3, and were advised that based on the level of service that you subscribe to, you were taking care of the most aggressive discounts available
Based on this information, we must respectfully deny your request to lower your monthly rate. Since you are not in contract, you may cancel your services at any time without penalty
I am available for any additional questions and/or concerns you may have regarding your Cox account
Best regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
858-836-

Dear Revdex.com,
"">Cox Communications submits this letter in response to the complaint filed with your office on 5/23/with the ID [redacted]
We appreciate Ms[redacted]'s tenure with us and apologize for the miscommunication which led to this complaint being filed After researching the matter we have decided to remove the Early Termination Fee ("ETF") from the account because it is inconclusive if our customer was properly notified by the agent when the services were bundled and the Price Lock Guarantee was added to the account on December 23, The remaining balance for services in the amount of $is still valid
With all contracted accounts customers are informed in two manners. When the contract is added to the account the agent assisting at the time is directed to inform the customer of the terms of the contract during the course of the call. The customer is also informed in writing in the first printed statement after the contract is added. Cox does provide relief from ETFs under certain circumstances with proper documentation; some of these include; military deployment or death of the named account holder.
Kind Regards,
Cox Communications Executive Customer Resolution Team

Dear Mr. [redacted],
Let me begin by thanking you for allowing...

Cox the opportunity to serve your communication needs.  I am in receipt of your complaint letter filed through the Revdex.com in regards to your Cox account.
Per your request, I have disconnected all services (cable and internet) effective June 30, 2014.  At this time, the only thing outstanding on your account is your Cox equipment.  This equipment will bill to your account 7-days after today.  You may return the equipment to your local Cox Solutions store, or you may schedule a pick up at your convenience.
Please accept our apologies for not resolving this during your initial call to us.  I am available for any additional questions and/or concerns you may have.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

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.I have been in contact with the business despite their claims otherwise and we continue to communicate but no resolution has yet to be achieved. 
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]