Cox Communications

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 former Cox account.  I would like to extend an apology to you on behalf of Cox in regards to the technical issues that were unresolvable prior to you canceling your service.
As a result of your experience, I have issued a credit to your account for the remaining balance of $241.63. 
Mr. [redacted], please accept our apologies for the inconvenience we may have caused you and your family.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

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 with the Revdex.com in regards to your credit being ran without your authorization. 
I have searched our records for any accounts that may have been set up and am unsuccessful.  If you could please provide me with the address that you inquired on establishing services at, it would be my pleasure to further investigate.  Based on the information that you have provided in your complaint letter, I cannot locate any potential accounts.
You may contact me directly with this additional information.  My office hours are 730am to 4:00pm, Monday through Friday.  I look forward to hearing from you soon.
Best Regards,
[redacted]Office of the General Manager
Cox Communications, California
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11435850, 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.]
I received NO calls from anyone concerning the scheduled appt .I repeat not one call did I receive and No technician came to my home on the scheduled appt! Note I made certain to give my cell phone as the contact number since my account phone number is an Internet phone and was probably not connected due to the issues. Also the fact that I made one call does not prove anything about the quality of service. I am rather tired of being told my hardware needs replacing when I know this NOT to be the case. Tech support is often demeaning and not helpful. . I did however make several attempts at an online chat to find out why I was stood up by the technician and all attempts FAILED to connect me to anyone. I have not had the time to try since due to illness in the family. I see nothing is mentioned about the $40 credit that was promised to me ? I would like to know if that will be upheld ?
Regards,
[redacted]

November 11, 2014
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.
I attempted to reach out to you via phone ###-###-####, but didn’t receive and answer. I left a message with my contact information.
After reviewing your account it is documented that you were experiencing technical problems with your internet. First documented contact with us was on 07/22/14 you called and expressed problems with your internet. We scheduled a technician to your home on 07/23/14. We also sent technician to the home on 2 other occasions for internet issues. 08/22/14 and 08/30/14.
Your last documented call to our technical support department was on 10/14/14. You added a new modem to your account and you were able to get online after the new modem was added.
Using our tools I am able to see that your modem has been online since that day. Our tools can’t show if you are having problems it’s just a benchmark. Please let me know if you are still having technical problems with your services.
I have applied a credit to your account for four months (July- October). The total credit is $251.96.
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
###-###-####

Dear Revdex.com:
 
We  reviewed the customer's information for case# [redacted] One of our lead technicians was assigned to an appointment that was scheduled for  7.19.16. The lead technician found our customer was having a...

WIFI issue and not an issue with the internet signal that we provide. The agent offered different type equipment that might work best with  their WIFI and swapped the equipment and advised our customer to access  update their settings. This should assist the customer with their WIFI issue. The lead agent advised our team that the customer concerns have been addressed. We appreciate our customer's patronage and our lead was to provide contact information in the event of any further questions or concerns
Thank you, The Executive Customer Resolution team

Dear Revdex.com, Cox Communications is responding to the...

complaint filed with your office on 05/15/2015 and assigned the complaint ID of [redacted].
Cox wishes to extend our apologies to our customer regarding the multiple contacts needed to address this situation.  The incidents that lead to this complaint being filed will be addressed. 
 We have made arrangements for the necessary repairs to our customer’s property and have completed the repairs to the Cox wiring.  We have also reached a mutually acceptable agreement regarding compensation.  Our customer has direct contact information for this team should any further concerns regarding this matter arise.
Sincerely, Cox Communications Executive Resolution Team

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 filed through the Revdex.com and would like to apologize for your experience as a Cox customer.  I have reviewed your account and have determined the following:
Our records show that you have made several trouble reports in regards to your services since the install date of June 7, 2014.  There have been several network issues that were identified in resolved.  We are hopeful that our last visit to your home on September 29, 2014 addressed all of your service concerns.  As a result of your experience, I have issued a credit to your account in the amount of  $265.94 to your account.  This amount is equivalent to 50% of what we have billed you for video service from your install date.
You also state in your complaint letter that you have compared our service and rates to [redacted].  Please note that Cox is providing you the most competitive rate based on the level of service that you subscribe to. 
Please accept our apologies for any inconvenience we may have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Office of the General Manager
Executive Offices of Cox Communications, California
###-###-####

We are sorry to hear that our customer experienced issues with their services not working.   Once we received this complaint we reviewed the account and saw that we had a technician out today (10/03) that has resolved the customer’s issues. 
We apologize for any inconvenience...

the customer has experienced because of the services not working.  We have issued a credit for $13.98 on the account which is a credit for what the customer pays us for the days of the reported service issues.  I have also issued an additional 20.00 courtesy credit for any inconvenience.  We thank our customer for choosing Cox, and appreciate our customer bringing their service issues to our attention.

We are sorry to hear that our customer has chosen to disconnect their services. Upon review of their account, we see the disconnection was completed successfully on the day of request.  We will review our customers interaction with our Customer Loyalty Team to ensure that there is coaching...

and development that takes place in the area’s needed. We thank our customer for bringing their concerns to our attention, and look forward to servicing their entertainment needs again soon.   Sincerely   Cox Communications Executive Escalations SE

We are sorry to hear that our customer has concerns regarding issues with their services. Upon receipt of our customers concerns we reviewed our customers account and found that our customer worked with our Customer Experience Team in July of this year regarding service concerns.  We...

scheduled for our field service team to review our customers concerns on July 14, 2017.  The technician found we were able to connect our wireless equipment while our customer’s devices were not able to connect.  Our Customer Experience Team Member attempted to follow up with our customer on July 17, however there was no answer. Prior to the above complaint our customer called into technical support, reporting issues with their cable services on June 03, 2017.  Our technical support agent was able to partner with our customer over the phone to determine that our customer’s television was on incorrect channel to receive video services. Our Customer Experience Team remains available to assist our customer with any questions or concerns they may have. This Team can be reached by telephone 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...

Revdex.com:
I find it odd that a company that bills itself as “Cox
Communications”, has no clue to what happens in its own shop.  If these people talked to each other, they
would know that the repair job was finished over a month ago.  I took pictures on 7-20-2015 of the completed
road and sidewalk repair.  I am sighing
off on this complaint, only because I am tired of dealing with these incompetent
people.
Regards,
[redacted]

Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint filed through the Revdex.com in regards to your account.  I have researched your account and have determined the following:
Our...

records show that on June 26, 2014, your account was disconnected due to non-payment.  Prior to your account being disconnected, the last payment we received was on May 15, 2014 in the amount of $110.79.  However, your account balance was $252.84.
Based on this information, Cox feels that you have been accurately billed for the services that you subscribe to.  As a result, we must respectfully deny your request to have a credit applied and your final account balance of $166.53 pulled from collections.
You may contact me directly with any additional questions and/or concerns regarding your former Cox account.
Respectfully,
[redacted]
Office of the General Manager
Executive Offices of 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.Regards,
[redacted] As noted in Cox latest response, the secondary account was opened for a second time without my consent. Multiple representatives and techs have the ability to open accounts without consent even after being told of my issue. That is by definition a systemic issue. I want a detailed breakdown of the controls put in place to stop this from happening in the future.  The latest response is a direct reflect of how I was treated through the entire process.

We appreciate our customer voicing their concerns with the video programing.  We have confirmed that when ordering or upgrading services our website doe state “See terms and conditions for the services and equipment presented pricing and special offers are subject to change and...

restrictions”.  The restriction with the economy package is that you are unable to add movie packages to the account, without subscribing to Advanced TV.  We apologize for any inconvenience the customer has experienced and Thank our customer for choosing Cox Communications.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11175760, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

Dear Mr. [redacted],
Thank you for allowing Cox the...

opportunity to serve your communication needs.  We are receipt of your complaint letter filed with the Revdex.com in regards to your recent install.  On behalf of the Cox organization, I would like to extend an apology to you for your recent experience.
We have shared your concerns with the organizations within Cox that are responsible for ensuring that our customers are provided with accurate information.  It disheartens us to know that misinformation has caused you to cancel your service.
As a result of your experience, Cox has credited $206.28 towards your Cox account.  This amount represents the payment you made in the amount of $177.86 as well as the services you were billed for.  This credit will be issued in the form of a refund check within 3-4 weeks.
Again Mr. [redacted], we apologize for your experience.  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
###-###-####

Dear [redacted],
 
New 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 apologize for the inconvenience we put you through
regarding your Cox billing issues. 
 
On September 8, 2016 I contacted you via phone at
[redacted] and left you a message.  I
have applied a credit adjustment of a total of $225.09 onto your Cox account.  The credit amount covered the following charges: 
 
$40.57             (Partial charge from your July 4,
2016 statement)
$179.50           (August
4, 2016 statement )
$5.02               (Late
fee from September 4, 2016 statement)
 
The credit adjustment will reflect on your next billing
statement on October 4, 2016.  At this
time, you have current balance of $178.65 that is due on September 24, 2016.
 
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 Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄ /> [redacted]

I have been Cox Communication customer for 13 years. My bill is $245 per month including internet service, HBO, Showtime & Cinemax. I got an offer from Direct TV that offers the exact same thing with a little bit slower internet service for $117 per month for two years.
I called the billing department of Cox Communication to cancel my service. A young girl answered the phone and told me that if I cancel ShowTime, HBO and Cinemax she can give me a discount so my bill will be $170 including tax (Work Order Number: [redacted]). I accepted their offer to stay with them.
After few hours when I checked my email I found that the agent took my DVR service off as well. Basically she lied to me. She took all my premium Movie channels and my DVR service.
I had to call and spend 1 more hour with another agent ([redacted]) and finally I got a different rate which was more than what the first agent gave me. I think this is not the way that a company like Cox should treat their loyal customers. In many places this type of practices are considered fraudulent.

We are sorry to hear that our customer experienced issues with getting their services installed.We have reviewed the account, and found that we were able to get our customers services installed on December 4.  We have ensured that we compensated our customer $20.00 for us not being able to...

install the customer’s services on the original date.We apologize for any inconvenience this has caused our customer, and thank our customer for allowing us the unique opportunity to serve them through this avenue.

Complaint: [redacted]
I am rejecting this response because:
They have already reached out and have since then stopped responding.  I have emailed them proof that the service isn't working right, the property manager has tried to get the situation resolved and we still have no real answers.
Sincerely,
[redacted]