Cox Communications

Dear Ms. [redacted],
Can you please provide me with your [redacted] service address or account number so that I may assist you?
You may also contact me directly at [redacted].
 
Respectfully,
[redacted]
Office of the General...

Manager
Cox Commumications, 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.Please see attachment for response.
Regards,
[redacted]

[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 11471981, and find that this resolution is satisfactory to me.  As of 6/8/16 at 11:03 PM, I do not currently see the $40 credit in my account, but I expect to see it soon and will follow up accordingly if it is not issued.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], 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 resolved once I receive the final piece of information that I requested; how much is my monthly bill going to be going forward? I have heard from one of the reps on the phone there is another rate increase. I was paying $120 a month at last attempt in consistency. 
Please advise
Regards,
[redacted]

We are an extremely small non-profit organization that Cox feels compelled to price like a small business account for internet and phone services, even though we do not use or need the typical functionality that their small business phone and internet packages provide. We a currently paying about $50 plus taxes and fees for 2Mbs internet bandwidth when most home customers are paying about $65 month for 50 Mbps of bandwidth. Cox refuses to make a more reasonable pricing structure available for organizations like ours.

June 8, 2015
 
 
We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention.  The complaint that she filed was sent to our attention for research and resolution.  We are sorry to hear that our...

customer felt that she had no other recourse than to contact the Revdex.com to get her concern resolved.  We apologize for the poor customer experience that she encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have addressed your complaint.
 
 
After speaking with you on today, you advised me that all of your technical issues have been resolved. We credited your account for the month of services. You currently have a zero balance.
 
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.
 
 
 
 
 
Robert S[redacted]  
Executive Relations
###-###-####

There's a reason Cox Communications is one of the most hated companies in America. They extort their customer base with bogus fees, careless customer service, and extremely poor connection speeds and they have THRIVED while doing it. Let's hope Google Fiber comes to San Diego and puts Cox Communications in check with some healthy and crucial competition. Don't make the mistake of doing business with Cox.

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 Cox account.
Our records show that on October 16, 2014 you contacted our customer service team to activate your internet modem.  At that time, our representative inadvertently set up a secondary account at your service address.  This was an error.
On November 21, 2014, you contacted our customer service team to dispute the rate of your service.  At that time, the error was discovered.
Mr. [redacted], Cox has removed all charges and services associated with the account that was set up in error.  In addition, we have made this account "non-serviceable" to ensure that it will not happen again.  The proper coaching has been sent to the department that caused this error and will be addressed accordingly.
Please accept our apologies for any inconvenience we may have caused you.  I am available for any additional feedback you may have.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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 internet service.  I have reviewed your account and have determined the following:
Our records show that on September 15, 2014 you installed Cox Preferred internet service.  Since your install date, Cox has received one trouble report which was on September 30, 2014.
If you are experiencing technical issues with your Cox service, please contact our 24-hour technical support team at ###-###-####. 
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications California
###-###-####

December 29, 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.
 
After reviewing you are currently subscribed to our Essential Package for $34.99. The retail rate for that package is $48.99. The introductory rate you are receiving does not end until 10/03/15.
 
The only upgrade offer we have that is equivalent to the offer you are requesting is for customer paying the retail $48.99 rate and we can upgrade to the Preferred Package for an additional $5. You would not qualify for this because you are still paying the introductory rate. All online orders are reviewed by our sales team for accuracy. I am not showing that an online order was placed on www.cox.com.
 
Our Preferred Package retail price is $62.99. We can extend an offer to upgrade you to that package for $49.99 using your existing offer. It will increase your current rate from $42.59 to $57.59 a difference of $15.
 
The Essential Package speed is 5 Mbps download and 1 Mbps upload speed. The monthly data allowance is 100 GB.
 
The Preferred Package speed is 50 Mbps download and 5 Mbps upload speed. The monthly data allowance is 250 GB
 
We cannot offer you the preferred level package for $39.99 per month; however we can upgrade you at a fair price of $49.99.
 
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 [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 the billing on your account.  I have conducted a thorough review of your account and...

have determined the following:
Our records show that your services were electronically disconnected on May 12, 2015. As outlined in your statement, billing stopped on this date.  Therefore, you were not charged for services that we suspended.
On July 9, 2015 there was an install order placed to reconnect services on July 13, 2015.  Our records show there was an error in processing this request.  As a result of this error, we were required to send a technician to your home. 
On July 18, 2015, the technician determined that all services were disconnected at the pole prior to you requesting to reconnect service.
Based on this information, Cox must respectfully deny your request for a month of service credit.  However, we have applied a credit in the amount of $22.14.  This amount represents charges for cable and internet from July 9, 2015 to July 18, 2015.
Please accept our apologies for any frustration this has caused you.  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
###-###-####

We want to thank Ms. [redacted] for taking the time to file her concern.  In receipt of this complaint, Cox spoke with Ms. [redacted], verified the credit for the service problems and we believe she is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

We are sorry to hear that our customer does not accept our resolution.   Upon receipt of our customers concerns we have reviewed our customer’s account and found that our customer now subscribes to Cox Business services.  We invite our customer to reach out to us directly if they experience 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

We are sorry to hear that our customer has concerns regarding receiving their $100.00 Visa Gift Card. Our customer’s rebate was declined due to the rebate being entered after the submission deadline (12/31/15).  Striving to live up to our mission statement “to be the most trusted provider” we...

are willing to issue our customer a $100.00 adjustment to their account.  If our customer accepts this offer they simply have to respond to this complaint so that we can enter the adjustment to their account. 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 have reviewed the response made by the business in reference to complaint ID 12526235, 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.]   It only has  been two days since  problem has not occured. tech still needs to come out for noise in the inside line
Regards,
[redacted]

August 3, 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.
 
We had a technician out to your business on 07/21 and the tech installed a new modem gateway at the location. The modem has been replaced and using out tools we can see that the signal level is holding steady.
 
Please allow me to reassure you that we have addressing 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 [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 am not satisfied with Cox's response as they have resent me the statements that I have already received that are not accurate. I had asked in my Revdex.com complaint and Cox Communications for an updated statement that shows what they were saying on the phone so I could have the same information as they do. Nothing has been resolved which is why I originally filed a complaint with Revdex.com. 
I have paid the balance that they requested and online it shows a different amount then what was shared in their response. So, once again, there is a conflict with what is being said and what is written. I had also requested that my due date be changed to the first of the month rather than the middle of the month to ensure that Cox Communications will not be overcharging me when I have NOT missed any payments. Their negligence in updating what has actually transpired after speaking with multiple individuals is still not reflective in the billing statements. 
This is why I do not feel that my complaint has been resolved.
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.
Regards,
[redacted] Dear [redacted],
Thank you for your response to my complaint. However, my complaints were not addressed in your response. Although you summarized my bill, there were many items that were not addressed.  I was promised that my bill would not change for 2 years. I was not explained that cox will be dropping my discounts and that my bill will change. I pay over $40 more per month on my bill due to the dropped discounts which was not explained to me when I signed up. I was also told that my alarm equipment would not exceed $1200 and that my installs would be free. I was charged more than what was promised. I am asking cox to abide by what was promised to me and refund the charges that I already paid for. I also asked cox for a manager to call me and explain all the charges line by line. The bill and the sales tactics from cox were full of "smoke and mirrors". Please let me know if cox will stand by their sales practice and explain all the buried charges that confuse consumers on their bills.
Sincerely
[redacted]
[redacted]

Dear [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 have reviewed your account and have determined the following:
Our records indicate that on December 13, 2013 you agreed to a 2-year price lock guarantee contract.  This contract was enclosed in your first billing statement after the contracted rate was added (see attached).  Cox does allow a 30-day "cooling off" period to allow customers the opportunity to cancel the contract without any applicable fees.
Based on this information, Cox has appropriately billed you for the services and fees that were agreed to and must respectfully deny your request for credit. 
Please contact me directly with any additional questions and/or concerns you may have regarding your former Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Best Regards,
[redacted]
Executive Offices of Cox Communications, California
###-###-####

We are sorry to hear that our customer experienced issues with slow speeds.  After receiving the request we immediately contacted our customer and scheduled to have an expert tech to the home to resolve his issues.  We found the issue to be a maintenance issue that we quickly...

repaired.  We have reached out to the customer and confirmed that everything is working as it should and the customer has my direct contact information should he have any additional questions or concerns.  We thank our customer for bringing this to our attention, and look forward to many happy years of servicing our customer.