Cox Communications

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

opportunity to provide your Business services.  We are in receipt of your complaint letter filed through the Revdex.com in regards to your options of business service. 
All Cox business packages are pre-designed and cannot be modified on a "per customer" basis.  The business internet does provide higher levels of security and service options such as a Static IP versus a Dynamic IP.  Business customers are provided more email accounts and storage space.  In additional our Cox business technical service level agreements are different than those established for residential customers.
Mr. [redacted], we apologize that you feel that the quality and level of our business service does not meet your needs.  Again, we are unable to modify the data plans on a "per customer" basis.
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.
She should read the NOTES to see how many times I called about the same issue, it wasnt for just one time. I al already aware of this 1 credit-
I also wanted to discuss my other services that others couldnt help me with -  
Im tired of the run around, I been disconected so  manytimes, and spent hours on the phone- most calls usually take way to long and result in not being resolved- I always ask them to make notes about how manytimes I CALLED and wny I called.  I have called [redacted] d and spoke to someone by chance that knows her.  HE says that there are very few people there that take these complaints and its a small department, this is probably why it takes so long for her to even reply to my messages through the Revdex.com website.  I have called and left messages on her voice mail and never got a return phone call, none of these emails address the manytimes I mentioned calls to her
If she is to busy to return my call or answer the phone durring office hours, maybe it would be nice to give me a few peoples phone number in her department so that if she is to busy or on vacation I can call them to explain my situation
It took them 2 months to fix my phone problem and many many calls to get it fixed , so whos to say that $40 is fair for the internet problems
They are so un organized that I mad mentioned on my last calll this week that I found a note on my door about an appointment I set ( I never had an appointment with cox to come to my house) lol
Regards,
[redacted]

We are sorry to hear that our customer has concerns with her service issues. We are here to assist our customer in any way that we can to ensure their concerns are resolved.  Someone from our Cox Business Escalation Team will be reaching out to our customer within the next 48 hours.  We...

thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer.   Sincerely Cox Communications Executive Escalations Team Tell us why here...

Dear [redacted]
 
Cox Communications (Cox) is in receipt of your “rebuttal” 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.
 
Unfortunately, we cannot honor your request for a monthly
charge of $47.99, per month, on your Essential internet services, for the life
of your Cox account.  Since we have had a
couple of rate increases on our internet services since 2014 – we can only
offer you a promotional discount of $10.00 off for 12 months based on the
current retail rate for the Essential internet service.
 
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]
[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.
Cox Cable is mistaken.  On April 13, 2016 the Representative told me that the On Demand was included with that package.  Also on the next subsequent 2 phone calls, I was told that the On Demand was included.   Why was a Technician sent out to my house after I had complained 3 times about not receiving the On Demand?  Check your phone recordings of those complaints.
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.
 
First and foremost I apologize that you are having ongoing issues with your internet service.  On August 4, 2016 I contacted you at [redacted] and left a voicemail message.  I would like to schedule for a Cox technician to come out to your residence, at your convenience, to trouble shoot the ongoing issue.  If you would like to proceed with this offer, please contact me directly at [redacted].  Please be assured that you will not be charged for the tech visit appointment.
 
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]
 
 
Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10237124, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Other than my contempt for their disingenuous customer service, there is nothing more I can add at this time.  The existing evidence is sufficient to conclude that Cox Communications is not meeting the standards upheld by the Revdex.com.  It is my expectation that the Revdex.com will act accordingly regarding the blatantly unethical business practices exhibited by Cox Communications.
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.
I have not heard from the person that sent the last message to me through Revdex.com , I called her and left a message, its not resolved yet
Regards,
[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.The complaint was directed at Cox's deceptive communication with me, the customer. When I contacted Cox regarding the rate increase on July 2015, Cox offered to continue my service at $92 per month and then reneged on the offer. This complaint isn't so much about your rates, Ms. [redacted], as it is about lying to your customers.
Regards,
[redacted]

Dear Mr. [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 you have Essential Internet service for $62.99 a month.  As of October 21, 2016 I have applied a $10.00 off discount onto your Cox service for 12 months.  Your new monthly recurring charge is $52.99.
 
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]
 
Tell us why here...

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.
Regards,
[redacted]

Dear Ms. [redacted],
Thank you for taking the time to provide the additional account information as well as the feedback on your experience at our retail location.  I would like to apologize for the inconvenience we may have caused you.  As a good faith gesture, I have credited the remaining balance of $24.79 on your [redacted]'s former account.
I am available for any additional questions and/or concerns you may have.  My office hours are 7:30am to 4:oopm, Monday through Friday.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California

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 in regards to the rate of your service.  We have reviewed your account and...

have determined the following:
Our records show that you currently have two active promotions on your account. You have a 12-month promotion that was added November 8, 2013 scheduled to expire November 7, 2014, you also have a 6-month promotion that was added September 12, 2014 set to expire on March 11, 2015. 
You state in your complaint letter that during your call on June 2, 2014 you were promised the same rate until 2015.  Unfortunately, our systems do not allow us to stack campaigns on top of active campaigns.  This is the reason why you were asked to contact us after one of the two promotions expired on November 7, 2014.
Based on this information, we are unable to confirm that your rate will remain the same.  We will provide you with the most aggressive discount offers we may have available if you qualify.  You may contact me directly with 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]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

May 8, 2015
 
 
 
[redacted]
 
We want to thank you for taking time from your busy schedule to bring your 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 you felt that you had no other recourse than to contact Revdex.com to have your concern resolved.  We apologize for the poor customer experience that was encountered.
 
I have attempted to contact you via phone. I left messages for you at ###-###-####. Please reach out to me via email or phone. I am looking forward to working with you to resolve your complaint. Thank you for affording us the opportunity to serve you.
 
Please accept our apology for any inconvenience this may have caused you.  .
 
 
 
[redacted]  
Executive Relations
###-###-####

Dear Revdex.com:
 
Cox Communications  Executive Customer Relations team responds  to Revdex.com case # [redacted]
We have addressed our customer concerns as stated in the information provided to your office. First, the rate difference was due to an...

ancillary discount on the account that  expired raising the monthly rate $5.00. We advised our customer  of this and  offered another ancillary discount which brought the customer's monthly bill rate to  $76.80 for a 12 month period. Regarding the internet issue, we suggested a service appointment /or assistance via our technical support phone team prior to changing out the modem as the customer informed us. Our customer indicated that they would consider that and would phone at their convenience and make that determination. Finally, we explained the difference between a bundle discount offer and our Price Lock Guarantee (PLG).  A PLG covers the customer from an overall company rate increase for the time line of 24 months and this includes an Early Termination Fee. The  bundle promotional discount is  for a period of 12 months and once  it expires the customer would need to renew if they wish.   We believe we have assisted our customer and if our customer needs additional assistance or clarification pertaining to this matter, the supervisor provided their direct contact information. 
Thank you, The Executive Customer Resolution team

The customer service and technical support team are treating the customers at the worst. They behave very arrogant , never lister to customer concerns, just work for the name sake. They treat the customers as someone who are under their control, and have to behave as they expect. Their verbal conversation is so poor that, if you have once talked to them never even think to talk back again. The new place where I am moving to have only these providers, otherwise I might never have opted for them. The worst service I ever had and never even think to mention/refer this to any one close to me.

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 former Cox account.  I have reviewed the details of your complaint and have determined the following:
As per your request, Cox has prorated your services to the rate that you state you were quoted. As a result, an adjustment of $48.68 has been applied to your account.  This credit will be reversed back on to the American Express card you used to make your payments with.
Mr. [redacted], Please accept our apologies for the inconvenience this may have caused you.  I am available for 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.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/11/2014 and assigned the complaint ID of [redacted].
When the services were installed in June of 2014 the pricing included promotions that discounted the pretax rate to approximately $109.00 for the first 6 months with a $20 increase for months 7-12.  It is not clear whether or not this was clearly explained to our customer at the time of the sale.  On August 11, 2014, the unlimited calling feature was added to the account.  A keying error resulted in the Monthly Recurring Charge (“MRC”) increasing by approximately $70.00, instead of the expected $7.00.  Once this error was brought to Cox’s attention the account was corrected to reflect the appropriate charge for the unlimited long distance feature and prorated for the time the account had been billed incorrectly.  This took place on September 8, 2014.
When the account reached the December billing cycle the second phase of the campaign on the account began and the MRC increased by $20.00.  This was unrelated to any changes made to the account since the install in June 2014.  When our customer called about the increase a new campaign was added to the account to replace the original one but the new rate was still $20.00 more than what our customer was expecting to pay based on the original campaign and the addition of the unlimited calling feature. 
Upon receiving this complaint Cox reviewed the circumstances and has determined the increases in the MRC on this customer’s account were the result of; a feature added by the customer, an agent error in keying the work order for that feature and a planned increase in the original campaign.  We apologize that the information our customer received was not complete and have made the necessary adjustments to the account to reflect the expected MRC for 12 months from the date of the correction.
Sincerely, Cox Communications Executive Resolution Team

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.as I stated in my original letter the charges were incorrect. I was not supposed to be on a contract so there should not have been a cancelation fee. The equipment was returned so that fee was also incorrect.
Regards,
[redacted]

Dear [redacted],
 
I am in receipt of your rebuttal to our original response.  We do apologize for the inconvenience that was caused to you.  At this [redacted], Cox feels that the lump sum credit of $384.24 that was applied to your account was sufficient to resolve your rate dispute.  As requested, I have credited the $4.75 late fee that was also billed to your account.  This adjustment will reflect on your next billing statement.
If there is anything further that I can assist you with, please contact me directly at ###-###-####.
 
Respectfully, 
 
 
[redacted]
Office of the General Manager
Executive Office of Cox Communications California