Cox Communications

We are sorry to hear that our customer has concerns with their billing.  Upon receipt of our customers concerns we reviewed our customer’s account and found that our technician completed the installation of 4 wallfish in the home.   When looking at our customers statement we see...

that our customer was charged for a total of 8 wallfish and 2 Pro installation of the additional outlets. We have issued an adjustment to our customers account for 4 wall fish, and the 2 pro installation charges of the additional outlets for a total adjustment of $ 265.20.  This leaves a remaining balance of    $ 336.92 that is due no later than August 24, 2017. When reviewing our customer’s monthly rate we see their rate for services with taxes is estimated to be $ 124.76 for 12 months including the franchise fee.  While we understand that our customer may not agree with this fee, it is a fee that is passed to all customers. 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 Tell us why here...

August 27, 2014
 
 
 
We want to thank our customer for taking time from their busy schedule to bring their 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 our customer felt that they had no other recourse than to contact the Revdex.com to get their concern resolved.  We apologize for the poor customer experience that was encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have addressed your complaint. 
 
Our initial response has not changed. We will not remove the delinquent balance from the credit bureaus. The balance is unpaid however once the balance is paid we will update the credit bureaus with that information. We understand the consumers time is valuable unfortunately we cannot reimburse him for his time lost from work. Again the account was disconnected for non-payment. The customer received services on 10/02/13 and we didn’t disconnect the services until 12/09/14. The consumer did not make any payments to us for the 2 months of services. Our response has not changed.
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.
 
 
 
 
 
[redacted]  
Executive Relations
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12292275, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.We are still waiting on a refund of at LEAST two months of service since our phones have been out. [redacted] that works in our office has been in touch with "Beverly [redacted]" about this.
Regards,
[redacted]

Dear Ms. [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 addressed to the Revdex.com disputing the $25.00 returned payment fee billed to your account.
Cox has...

issued a one-time courtesy credit to your account.  This credit 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 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer does not accept our resolution. Upon receipt of our customers rebuttal we reviewed our customers account, and see that our customer currently subscribes to cable and data services. When looking at our customers data usage we see significant daily usage of this service. Our network technician reached out to our customer regarding their service concerns, and our customer explained to our network technician that their service issues were resolved.  Our field service supervisor has additionally attempted to reach out to our customer on two occasions unsuccessfully. At this time, we are unable to justify issuing any adjustments to our customers account.  If our customer is having issues with their services we invite them to give a call to our technical support team, or the field leader who left their direct contact information so that we can ensure their concerns are addressed.  We thank our customer for bringing their concerns to our attention, and look forward to servicing their entertainment needs for years to come.       Sincerely   Cox Communications Executive Escalations Team SE Tell us why here...

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 service.  I have conducted a thorough review of your account and have...

determined the following:
Our records show that on June 10, 2015, you contacted our technical support team to report that you had no dial tone on your Cox phone after seeing a Cox technician working in the utility box.  At that time, your account was referred to our Telephony test desk.  We do not have record to support that your concern regarding the construction work done was forwarded to our construction team.  However, today I have done so.  
On June 11, 2015, we sent a technician to your home to convert your phone service from a voice port to a EMTA (modem).  This appeared to correct your phone issues. 
On June 12, 2015, you contacted our technical support team to report issues with your internet service.  While troubleshooting, it appears that the call between you and our technical support staff was disconnected.  Notes on the account indicate that there were attempts to call you back however, the line remained busy.
On behalf of Cox, I would like to extend an apology to you for the inconvenience we have caused you.  If you are still experiencing technical issues, please feel free to contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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 the billing of your account.  I have reviewed your account and have determined the following:
Our records show that you subscribe to our unlimited long distance, Simply World Wide and Unlimited calls to Mexico (excluding mobile termination).  The Simply World Wide plan decreases the per minute rate to calls to mobile phones terminating in Mexico.  Since this was not explained to you, we have credited all calls to Mexico (landline and mobile terminations) from September through today, October 13, 2014.  Our records show that you have already been credited for the reconnect fees that were billed to your account due to your billing discrepancy.
Also, due to the delay in resolving your billing concern, we have issued you 1-month phone credit in the amount of $45.47.
Please accept our apologies for the inconvenience 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,
[redacted]
Office of the General Manager
Executive Office of Cox Communications, California
###-###-####

We are sorry to hear that our customer ha concerns regarding their service not working.  Upon receipt of our customers concerns we reached out to our customer who confirmed that his issues have been resolved since our Network Team completed repairs on May 11, 2017.  We explained to our...

customer the way that our lines are placed and apologized for any miscommunication about someone else tapping or sharing our customers signal strength. We explained to our customer that we are unable to issue adjustments for issues that we are not aware exist and that we have issued an adjustment of $ 63.69 on April 29, 2017 for our customer’s service concerns.  Our customer has their assigned Executive Escalations Team liaison’s direct contact information should they have 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 Tell us why here...

[redacted]
We received this same complaint from our Corporate Headquarters on June 30, 2016.  Below is my response.  I also want to add the $99.00 promotional discount does not include equipment fees and FCC telephone fees.  Therefore your monthly recurring charge is $114.37...

before tax and after tax total is $128.10 till December 3, 2016. 
[redacted] 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 are currently on a promotional discount of $55.00 off for 12 months starting November 28, 2015 through December 3, 2016. On December 4, 2016 through November 28, 2017 you will continue to receive a discount however it will be for $35.00 off. Our records show the representative that you spoke with on November 28, 2015 explained what your new promotional offers were going to be from months 1-12 and months 13-24 plus you also agreed to a 2 year Price Lock Guarantee (PLG) contract. However regarding your June 4, 2016 statement I am unsure why your monthly charge went up to $9.16. I truly apologize for the confusion/error on your June billing statement. At this time, I have issued a credit for the difference and it will reflect on your next billing statement. On June 30, 2016 I attempted to contact you by phone regarding your complaint to the Revdex.com but you were not available. Please contact me directly at 877-982-5917 if your July 4, 2016 statement is not reflecting the correct charges onto your account. 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, [redacted]
[redacted]
[redacted]
[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.
I tried contacting you and was told that I would be contacted same day, but I did not get a call back.
I tried contacting the collection agency however I not able to get in touch with some one. What do you mean by the "write off" amount?
Please look into the situation and get back to me ASAP.
Regards,
[redacted]

I called the cox communications internet services 3 times, and ended up with dropped calls after complaining about the internet speed, I am paying $ 70 for 50 speed and getting only 25. They wanted to send me a technician, not for free, which I refuse and we got disconnected somehow. They put a note that they called me back and they never did:((!!!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We are sorry to hear that our customer is experiencing issues with their services. Upon receipt of our customers concerns we reviewed their account and found that our Field Service and Network Teams are aware of our customers concerns.  Our leadership team has developed an action plan to...

ensure our customers concerns are addressed as quickly as possible. Our customers Executive Escalations Team Member reached out to our customer who confirmed that he is working with our field service team to ensure a resolution to his concerns.  Our customer is aware that their Executive Escalations Team Member will follow up with them after their issues are resolved.  Our customer has their Executive Escalations Team Members direct contact information in case they have 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

May 6, 2015
 
 
 
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 you. We have reviewed your complaint and account.
 
After speaking with you today you advised me that the technician resolved your concerns on the visit today. I advised you that our scheduling was behind due to the recent storm in the area. I applied a credit to your account for one month of internet services.
 
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.
 
[redacted]  
Executive Relations
###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10880282, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are sorry to hear that our does not accept our resolution.         Our Customer Experience Team invites our customer to give us a call with any questions or concerns they may have. This Team can be reached at 884-208-3741 Monday through Saturday 9am – 6 pm Central Standard Time. 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 Tell us why here...

Dear Mr. [redacted],
We  are in receipt of your complaint letter filed through the Revdex.com in regards to your Cox services.  The concerns you outline in your complaint can be resolved by contacting our customer service team at ###-###-####.  Our staff is...

available Monday through Friday, 8am to 8pm and Saturdays 9am to 6pm.  Or if you prefer, I can arrange for someone to contact you at your convenience.
I am sure someone on our customer service team will be able to resolve your concerns to your satisfaction.
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.I don't recall downgrading the service. I called to ask why my rate went up from $35 to $53 within a few months and I was offered a 20% discount which would be $42 and I accepted that. It is hard to believe the rate went up again the next month to $58. Something is fishy here!
Regards,
[redacted]

Dear Revdex.com:
One of our Executive Customer Resolution Specialists has tried to reach our customer for case # [redacted] The agent has left a department number and specific contact information. We kindly ask that the customer reach out to the department number that has been...

provided so we can assist accordingly.  
Thank you,
The Executive Customer Resolution team

Dear Mr. [redacted],
We are hopeful that the technician visit on February 25, 2014 resolved your service concern.  Please accept our apologies for the delay in resolution.  In addition to the adjustment of $80.30 that was applied to your account on February 24, 2014, I have issued a credit of $190.35.  This amount is equivalent to one-month of video service.
Again, we apologize for any inconvenience this has caused you and your family.  I am available for any additional questions and/or concerns you may have regarding your Cox services.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]