Cox Communications

We are sorry to hear that our former customer has concerns regarding a balance that was forwarded to a collections company due to nonpayment.   Upon receipt of our customers concerns we reviewed the account and found that our customer returned all equipment and requested for their services to...

be disconnected on October 19, 2016.  After disconnecting our customers service there was a remaining balance in the amount of $ 27.52 remaining on the account.  We notified our customer of the remaining balance by mail on November 17, December 13th and 16th, 2016; we also attempted to notify our customer of the balance remaining on the account by phone on November 30, December 11, December 16, and December 21. Now that the balance remaining on the account has been paid we will update the credit bureau that our customer has taken care of the debt, however we will not be able to remove the inquiry from the credit report due to the balance owed being valid. We thank our customer for bringing their concerns to our attention and for choosing Cox Communications.   Sincerely   Cox Communications Executive Escalations Team SE We are sorry to hear that our former customer has concerns regarding a balance that was forwarded to a collections company due to nonpayment.   Upon receipt of our customers concerns we reviewed the account and found that our customer returned all equipment and requested for their services to be disconnected on October 19, 2016.  After disconnecting our customers service there was a remaining balance in the amount of $ 27.52 remaining on the account.  We notified our customer of the remaining balance by mail on November 17, December 13th and 16th, 2016; we also attempted to notify our customer of the balance remaining on the account by phone on November 30, December 11, December 16, and December 21. Now that the balance remaining on the account has been paid we will update the credit bureau that our customer has taken care of the debt, however we will not be able to remove the inquiry from the credit report due to the balance owed being valid. We thank our customer for bringing their concerns to our attention and for choosing Cox Communications.   Sincerely   Cox Communications Executive Escalations Team SE

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Hi [redacted],
I'm still  having issues with this. They claim to have credited me, but I'm still getting charged. I just received yet another bill for almost $200 when I'm only supposed to pay $155.
That make 4 months that I've been charged that much, how exactly do they explain that & tell me they've credited my account ??
I've attached a copy for your review, please HELP.
 
Thank you
Regards,
[redacted]
Hi [redacted],
I'm still  having issues with this. They claim to have credited me, but I'm still getting charged. I just received yet another bill for almost $200 when I'm only supposed to pay $155.
That make 4 months that I've been charged that much, how exactly do they explain that & tell me they've credited my account ??
I've attached a copy for your review, please HELP.
 
Thank you
Hi [redacted],
I'm still  having issues with this. They claim to have credited me, but I'm still getting charged. I just received yet another bill for almost $200 when I'm only supposed to pay $155.
That make 4 months that I've been charged that much, how exactly do they explain that & tell me they've credited my account ??
I've attached a copy for your review, please HELP.
 
Thank you
Hi [redacted],
I'm still  having issues with this. They claim to have credited me, but I'm still getting charged. I just received yet another bill for almost $200 when I'm only supposed to pay $155.
That make 4 months that I've been charged that much, how exactly do they explain that & tell me they've credited my account ??
I've attached a copy for your review, please HELP.
 
Thank you

In long: I recently got Cox bundle that included tv, internet and homelife security. I initially called to get a bundle service that included tv, internet and a home phone but representative I spoke to sold me on homelife security instead of a home phone, saying it was going to be the same price and the same deal. It was supposed to be $90 but ended being $120 after all fees. He advertised that the services were under 2 year contract but that I can try them for a first month and disconnect if I don't like it. I was especially hesitant about getting homelife security, not knowing if it would work for us. In addition he promised to waive homelife installation fee that I was not happy with, but that never happened. Unfortunately, I had numerous issues with cox services, homelife security was especially difficult to deal with, beeping at all hours e.t.c.
So I called to cancel cox services before one month was up. They cancelled tv and internet no problem and transferred me to a separate department to cancel home security. That's when I was informed that there is no one month trial on home security, only on tv and internet, and that I was going to be charged $800 penalty if I disconnect. I still insisted to disconnect and that's when I was told that it is actually $450 penalty. I cancelled the services and asked to speak to a supervisor and asked her to waive these penalties. I explained all my issues, and there were many more than what I just described here. She was not interested that I was lied to three times, conned, misinformed. She said because I signed a law binding contract then she will not waive penalties no matter what. As for the contract that I signed, cox emailed me three separate docusign documents, first, tv and internet and then homelife security, all very long. I've read the first one and just signed the other two. My mistake for not reading the whole thing and just believing what I was told by cox. I'm still hoping that Revdex.com will be able to resolve this for me and get cox to waive homelife penalty fees.
The installation was a nightmare also, a very spaced out individual sat in our house for 5 hours, smelled horrible, made a mess of our various computer cables, broke our private router, kept repeating the same thing over and over again and gave us the wrong info about the services. He told us that we didn't have a recording feature, that we would have to pay extra for it, for starters, which was not correct. Seems like cox sends some random people off the street on the minimum wage to people's houses...
In short: I was basically lied to three times, which in some places would be considered fraudulent. I was told by the agent that I could disconnect all services within one month without any penalties if not satisfied. When I called to cancelled, I was told I would have to pay $800 in penalties because tv and internet you do get to try but homelife security does not have trial period. When I actually cancelled, the penalty turned out to be $450. So he just tried to scare me with $800... To top if off, when I signed up, I was told there would be $49 installation fee for homelife, I did not like it, did not want homelife, so he told me it would be credited on the first bill. It was not. When I called, I was told that they would never be able to waive installation fee, that if was not possible. What??? They lied to you right and left just to sign you up and take your money. BE AWARE!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11897091, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
After multiple attempts to reach Rasheem at the Cox Executive Customer Relations Team I was finally able to speak with him today regarding the response to my complaint.  Although, some network related issues in my area may have been resolved, I’m still experience only half of the advertised speeds of 50mbps.  The response also states that I have been issued customer adjustments but did not detail when this was applied.  I was advised previously that my account would be credited until the issues were resolved but instead I’m now hearing that I’ve been charged a reduced rate which is not what I agreed to.  I was told I’d also receive a $30 credit for when I was stood up but for some reason no one can explain why those funds are no longer there.  Rasheem insisted that he would have to schedule another technician to come out to check the lines yet again to be sure that the lines were properly installed in my home and this time it would be different because it would not be a contractor and he would answer directly to him and I wouldn’t have to fight on the phone for HOURS with various Cox representatives about the issues/billing.  However, it took over 10 phone calls from me over the course of a week to reach Rasheem .  Everything Rasheem suggested has been suggested by multiple supervisors before him and each and every time the results were the same.  After explaining this to Rasheem, I compromised and agreed to allow a non-contractor to check the lines outside my homes for the proper connections provided I am notified 1 hour in advance of their arrival and it’s at a time when I’m off work.  And, unless this tech can provide me with an explanation as to why they need to come into my home to do something other than what has already been done by multiple representatives from Cox on numerous occasions already, I did not want another intrusion into my home.  The problem has ALWAYS BEEN AT THE POLE but the only thing that Cox representatives ever want to do is send technician after technician after technician after technician to the check the lines INSIDE of my home for a problem rather than addressing the actual problem with the line AT THE POLE.  Had I not contacted the Revdex.com, nothing would have been done to increase the speeds to where they are currently.There is absolutely nothing more that can be seen/done/checked inside of my home that hasn’t already been seen/done/checked by numerous Cox technicians.  This simply appears to be the usual excuse to say if I don’t let another technician in then I’m not cooperating with them and absolves them from having to send a plant tech out to correct the problem AT THE POLE.  I am tired of the constant intrusions by strangers inside of my home who do absolutely nothing to resolve the issues and don’t feel that I should be inconvenienced again and again and again and again and again until I just give up and accept the slow speeds at the higher cost.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This person responding to the complaint don't even read it. She's doing exactly what sparked the complaint in the first a place. Read the complaint Cox cable!! It's not about the the customer staying home from work or cancelling weekend stuff just so your "technician" can shrug his shoulders again and try to sell me another modem. Read the complaint! The cables outside need replacing....not just one like the last time but all of them. I already explained this. I don't need to take off work just for your guy to replace an outside cable which should have been replaced last time anyway. The junction box isjury rigged and spliced up and is a mess. I don't need to be there for that either!!
Please pass this onto someone different at Cox cable who will read the complaint and respond to what I'm actually talking about. 
Stop ignoring what your customers are saying to you.
By the way Cox cable charges customers even when their service isn' t working. 
Regards,
[redacted]

[redacted] cable is a classic example of what is wrong with corporate america. I am positive that when you select the option for canceling your service they put you on indefinite hold. Why should they want to hear from you anyway? I will cancel the bank transfer that was automatic monthly. The 25 min. wait only to be disconnected and having to enter SS# and other info. only to be asked again. Put on hold till a dial tone...... [redacted] cable will never get a penny from me again.

We received and reviewed our customer's complaint.  We also reviewed his Cox account.Our customer had lodged the same complaint to both our corporate office and his parish councilman's office.  One of our Executive Escalations specialists had taken the issue for action.  Our...

specialist arranged to have one of our FTS techs contact our customer to set-up an appointment to meet him to readdress his reported problems.  Our FTS tech met with our customer and found a maintenance issue that he referred to our Plant department.  Our Plant department addressed/resolved the issue, the next morning.Our customer has since confirmed to our Executive Escalations specialist that he is able to maintain his connectivity since our Plant department resolved the issue that had been referred to them.  Our customer also advised that he is still experiencing some minor problems, which our specialist has referred to our Plant and Field leaders.  Our specialist ensured that our customer received credits for his time without proper service.  Our customer confirmed that he is happy with the latest actions taken.We would like to apologize for the negative experience that our customer encountered and for any inconvenience that he experienced as a result of this issue.  We would also like to thank him for being a valued cox subscriber.Respectfully submitted,Cox Executive Escalations SE

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 your response.  I do not feel as if you have addressed my complaint.  I am not (and have never) asked for a discount on the Cox bill.  I only wanted to bring to your attention the fact that I was misled by your employee.  When I asked if the bill would remain the same, he said yes.  This was either a blatant lie or a lack of training on his part.  I was clearly PROMISED something I did not receive.  I am sure if you were promised one thing and were given another, you would react the same.  When this verbal "mistake" was brought up to the store manager, she threatened to call security? I can assure you that I was shocked and embarrassed.  I am the wife of a police officer and was never threatening to your employee. I never raised my voice in any manner. She simply did not want the other store patrons to hear of your poor customer service.  Your Yelp ratings for the Santee store are horrible.  I can see why. Your response to me should have included that fact that this incident was discussed with the employees involved, and they were  either being disciplined for their actions or retrained.  I have headed up the HR Department of a business in San Diego for 41 years.  I was appalled, embarrassed and felt conned. 
I will  (again) be awaiting your response.
Regards,
[redacted]

Dear Mr. [redacted],
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 rate.  I have conducted a thorough review of your account and...

have determined the following:
Our records show that on September 3, 2013 you took advantage of discounts that provided you with 50% off of your internet, 20% off of your cable and $5.00 off of your phone.  These discounts were valid for 12-months.  Unfortunately, these aggressive discounts are no longer available to our customers.
On October 11, 2014, you contacted our customer service team to inquire about the increase in your rate.  At that time, it was explained to you that your campaigns had expired.  There was an attempt to sign you up for the campaigns available and per the notes, you declined if we were not able to honor the previous rates.
Mr. [redacted], again these discounts are no longer available.  If you would like to take advantage of the discounts that we have to offer, please contact our customer service team for assistance.
Respectfully,
[redacted]
Executive Offices of Cox Communications, California
###-###-####

Dear [redacted],
 
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 you. We 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 reviewed your account regarding the early termination fee that you are disputing regarding your Homelife Security services. As of today, November 28, 2016, I have waived the early termination fee of $586.39 onto your Cox account.  The credit adjustment will reflect on your next billing statement. 
 
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 --------------------------------------------------------------------------------...⇄ /> [redacted]
[redacted]

We are sorry to hear that our customer is reporting issues with their services. Upon receipt of our customers concerns our field leaders reviewed our customers service area and no problems were found.  Our network team confirms that they followed up with our customer on Friday February 9, and our customer stated that they were not experiencing service issues.  Our Field Service Supervisor’s team attempted to reach out to confirm our customers services were working, however we received no response.  We invite our customer to reach out to their assigned field supervisor if they are experiencing any additional service related issues. We thank our customer for bringing their concerns to our attention, and appreciate the unique opportunity to serve them through this escalation path.   Sincerely   Cox Communications Executive Escalations SE Tell us why here...

I have been a long time user of cox internet and after monitoring this speed for some time now (years) through online internet speed testing, the speed seems to be throttled in my observation. I find it very peculiar that I have noticed that after some time (days) the speed drops by 50% and only goes back to its normal speed (level I pay for) after I reset both router and modem. Keep in mind I have complained about this and they said it was my old hardware. However, after replacing both modem and router, the issue still persists and would like to just express my experience.

We are sorry to hear that our customer has experienced issues with receiving a credit for equipment that he was told that he did not have to return.  We have reviewed this account, and ensured that the needed credits will appear within the next 24 hours.  We have also supplied feedback for training and developmental purposes to our agents to ensure this doesn’t happen again to other customers.  We have attempted to reach the customer today, and will attempt to reach him again on tomorrow to confirm that all issues have been addressed.   We thank our customer for bringing this matter to  our attention.

While we understand our customers concerns and are sorry to hear that our customer finds our resoultion unacceptable, our position on this customers concerns has not changed.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 the response, but it doesn't answer my original question of WHY I was not given the original price.   I had previously asked specifically about why the price was different AFTER the cable was installed.  I have no reason to believe that if I were to have the cable TV installed again that the price wouldn't be wrong again.  As such, I cannot accept this response.  It doesn't address my question whatsoever - instead it's an offer for a new service.
Regards,
[redacted]

Dear Ms. [redacted] ,
 
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 you. We 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.
 
Our records show that you disconnected your Cox cable, internet, and Homelife services on August 17, 2016.  At that time Cox charged you an early termination fee of $271.39 toward your Homelife services. 
 
On August 30, 2016, the early termination fee of $271.39 and the Homelife activation fee of $49.99 was waived/credited onto your Cox account.  A credit adjustment of $321.38 has been applied onto your closed Cox account. 
 
However, please be advised there is an outstanding balance of $100.81 that is still owed to Cox. The charges are for the following services. 
 

Cable               $49.63             Service period July 29, 2016 thru August 17, 2016
Internet           $31.28             Service period July 29, 2016 thru August 17, 2016
Homelife         $19.93             Service period July 29, 2016 thru August 17, 2016
 
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
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm
 
 
Tell us why here...

Dear Mr. and Mrs. [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 internet service.  I have reviewed your account and have determined the following:
Our records show taht you have contacted our customer service team on January 7, 2015 to report intermittent connections with your internet service.  At that time, we scheduled a technician to your home on January 8, 2015.  The technician determined that you needed to upgrade your modem.  Notes on the account indicate that you elected to rent a modem from Cox.  You state in your complaint letter that you purchased the modem via a 15-month installment of $10.00 per month.  Cox does not offer such an installment plan.  Please accept our apologies if you were advised otherwise.
You again contacted us on July 4, 2015 and again on July 28, 2015.  It appears that our visit from July 29, 2015 resolved your service concern.
Since this issue appears to have been intermittent, Cox has applied a credit to your account in the amount of $293.91.  This is 50% of your internet charges from January 8, 2015 through July 29, 2015.  Please accept our apologies for any inconvenience this 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,
[redacted]
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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.The 10% discount wasn't anything extra I was getting already. Yes of course I have called at least 5. She has only tried once to call me. And I called her back.  I have left countless voicemails but nothing has been rectified.Regards,
[redacted]

Dear Revdex.com,

"Calibri","sans-serif"; font-size: 11pt;"> 
Cox Communications is responding to the complaint filed with your office on 7/6/2016 and assigned the complaint ID of [redacted]
We reviewed the outbound sales call that was made to our customer on 7/3/2015, for accuracy. The agent who handled the call presented the offer for a discounted rate for the Preferred internet service to our customer with modem rental and free installation. Our customer asked for how long and the agent responded that the rate would be good for one year.  After the installation date was set the agent provided a recap of the transaction including scheduled install date, pricing, and length of term. Our customer agreed to the terms of the offer.
We have discussed this information with our customer who has declined a new new promotional offer that would discount the retail rate of the preferred internet service for 1 year and decided to discontinue services with Cox Communications. He has been made aware that the rental modem must be returned to Cox to avoid any charges.  
 
Respectfully submitted,
 
Cox Communications Executive Resolution Team

We are sorry to hear that the customer has concerns regarding service outages. At Cox Communications we do everything in our power to ensure that our customer’s services are working at Optimum speeds, and performance. While we never want our customer to experience a service outage, we acknowledge...

that outages occur from time to time, due to issues beyond our control. Car accidents, weather related incidents, vandalism, are just some of the causes service outages may occur.   We would like to ensure that our customer understands that we are not an IT Service Provider, so the ITIL – Standard Service Level Support Agreement would not apply in this case. IT Service Providers are Dell, IBM, CSC, Cognizant, and Accenture to name a few.   When reviewing our customer’s account I see our customer has already called and someone from our Technical Support Team has adjusted the Service call.  We will not apply further credit due to the customers VPN not working, as our customer subscribes to residential services.   From our customers review we understand they work from home supporting a large scale hospital system. When pulling up the account associated with the complaint name we see that the consumer currently subscribes to residential services, which per the terms and conditions of the Cox Internet Acceptable use policy are used for entertainment purposes. If our customer is working or running a business from home we invite our customer to reach out to our Cox Business Sales Team to review Cox business packages that will fit their needs. When speaking with Cox Business Sales Team our customer can request to have a Service Level Agreement added into their concerns.     We thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer.   Sincerely,     Executive Escalations Team SE Cox Communications Tell us why here...