Cox Communications

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10628545, 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.]
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.  I have researched your complaint and account and have determined the...

following:
Our records show that on November 2, 2013 you signed up for Cox cable and internet service.  At that time, you were offered free HBO for 6-months. 
On December 17, 2013 you added Cox Digital telephone service.  You also took advantage of our $30.00 off for 12-month promotion.
On February 1, 2014 Cox implemented a rate change which increased the rate of your services.  As a result, you continued to receive $30.00 off of the new rate.  This discount will expire on December 16, 2014.
On May 1, 2014 your HBO promotion expired and your monthly rate increased by $15.99.
Mr. [redacted], our records do not show that you were locked into a monthly rate and/or a contract.  Based on this information, Cox has confirmed that your account has been accurately billed for the level of service you subscribe to. 
Please accept our apologies 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.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
 
[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 [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 lady who handled our transition gave us 3 mini-boxes, we did not need 3 mini-boxes we have a Contour box for one TV so we do not think we need a mini-box for that TV.  But the other 2 we have installed the mini-boxes & my husband had to make a special trip to return the other mini-box.  This has all been bumbled mess & at our expense.  We had to pick up the boxes, we had to install the boxes, we have to return the box because Cox employees have poor understanding of their own equipment, how it works & what to offer customers who already have a Contour box.  And to top it off, we were told it was everyone else's fault Cox needs to go digital.  
The deal when I left was not just the 2 free mini-boxes per year but a 20% discount for a year.  The way I read your response, you have forgotten the 20% discount for a year.  This is why I find your response unacceptable.  
TV streaming is the way of the future, not mini boxes.  I have 3 new TVs with streaming capabilities... since our disappointing day with Cox at the Solutions Store, I am shopping for alternatives & the future is bright.  Cox's customer service use to be superior & that is why we have been a customer for eleven years.  As with the digital age... things are changing & sorry to tell you, Cox's customer service has changed too.  
Regards,
[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 expressing concern about a recent promotion that has expired.
Our records show that on April 16, 2013 you contacted our customer service team to inquire about the rate of your service.  At that time, the representative added a promotion that provided you with $10.00 off or your internet and cable service for 6-months.  It should have been explained to you that this promotional rate would drop off without any prior notification.
On April 10, 2014 you contacted our customer service team to discuss the rate of your service.  At that time, they added a discount that provides you with 20% off of the standard rate for internet and cable for 12-months.  This promotion is set to expire on April 9, 2015 without any prior notification.
As of today, May 5, 2014 your account is current and in good standing.  Cox has not reported any past due balances to any outside collection agencies.
Ms. Peterson, please accept our apologies if the promotional offers were not thoroughly explained to 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
Cox Communications, California
858-836-7319

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. 
Regards,
[redacted]

Dear Mr. [redacted],
Thank 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 contract you agreed to on April 4, 2015.
In reviewing your account and the attached contract, you have a 30-day grace period before the contract agreement is binding.  On behalf of the Cox organization, I apologize if this was not explained to you.  
Our records show that on May 5, 2015, you disconnected your Cox account.  It disheartens us to know that we have lost you as a customer.  I have placed notes on your account to ensure that you will not be billed any fees for disconnecting on day 31 of your contract.  In addition, I have credited the remaining service balance of $24.87.
Mr. [redacted], please feel free to contact me directly with any additional questions and/or concerns you may have regarding your former 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 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]

We are sorry to hear that our customer has concerns with intermittent service issues. Upon receipt of our customers concerns we reviewed the account, and scheduled for our escalation technician to review our customers concerns.  Our escalation technician found some network related issues that...

we are resolving.    Our customer has our Escalations Technicians 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     Executive Escalations SE Cox Communications Tell us why here...

On January 14th, 2016, I contacted Cox Cable via their 800 number. I had received a promotional deal in the mail and called their company to ask about the deal. My questions were answered and I told the Cox employee that I was undecided and would call back if I decided to sign up with Cox.
On January 17th, I received emails from 2 credit monitoring companies that Cox Cable had run a credit check on me. At no time did I give Cox my permission to run a credit check on me and at no time did I agree to the deal they sent in the mail.
I contacted Cox and asked to speak with a supervisor. I spoke with someone who identified himself as "Elmer." He apologized and stated that Cox should not have run my credit report. I don't think this is acceptable because their inappropriate behavior can adversely affect my credit score. I think Cox should be fined and sanctioned for their outrageous customer service.

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 and would like to respond accordingly:
On August 5, 2014, I personally spoke with you Mr. [redacted] in regards to his rates.  At that time, you stated that you were originally quoted a rate of $92.00 per month for 12-months.  At that time, I added a campaign to your account that reduced your rate to $81.99 (including taxes and fees).  I made it very clear in advising you as well as placing specific notes on your account that after the 12-month period you would be billed the standard rate for the services that you subscribed to.
The discounts expired on August 4, 2015 and reflected on your August 28, 2015 billing statement.  At that time, you contacted our customer service team to inquire as to why your rates had increased.  You were advised that the promotion added in 2014 had expired.  At that time, you were offered a new discount of $50.00 off of your bill for 12-months.  Our records show that you were not pleased with this offer as it only reduced your rate to $130.00.  Unfortunately, the $50.00 discount is the most aggressive offer we have for our customers.
As previously stated, the discounts are not designed to modify our customer’s rates indefinitely, only to serve as an incentive.  With that said, there may be times when customers are required to pay the standard rate for the services they subscribe to.
Again, Cox has applied the most aggressive discounts to your account and are unable to reduce your monthly rate any further.  Please let me know if you need any additional information.
Respectfully,
[redacted]Executive Office of the Regional ManagerCox Communications, California [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 agree to pay the balance of $347.94 for my actual service charges if the termination fees and all other additional charges are removed from my account. I was not told that there would be any additional charges to my account when I suspended services. I was told I had up to 9 months to suspend my account and in that time could bring it current until I was financially able to keep up with the monthly bill. I did not make any payments because of all the additional charges that were tacked on to my account incorrectly and I did not agree to them.
Regards,
[redacted]

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.
 
A credit of $117.60 was applied onto your account on November 15, 2016 which reflected on your November 28, 2016 statement. 
 
If you choose to disconnect your Cox services then I will waive any early termination fees that will accrue 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,
 
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...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12631192, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Since we are still having technical issues and still being charged full price, I'm not accepting anything. Also, outside of Alfred (who's been great), no one from the company has reached out to us, so that's a straight up falsehood.We're canceling the cable today, and if this doesn't work out, we'll make the change to AT&T. We're going on 3 months of issues, so it's very clear where Cox stands with customers from our neighborhood. If Alfred wasn't there, we would have given up already. But until they reduce the bill for the time period of issues, we will continue to reject their responses. Thanks.
Regards,
[redacted]

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 am unable to identify your Cox account in our system.  I attempted to look up your account with the address provided on the complaint.  A closed account under your name and address was located however there is no unpaid balance owed to Cox.  Can you please provide me your Cox account number that you are referring to on your complaint?
 
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]

Dear Revdex.com,

"Calibri","sans-serif"; font-size: 11pt;"> Cox Communications is responding to the complaint filed with your office on August 03, 2016 with the assigned Revdex.com complaint ID of [redacted]
We apologize for the experience our customer had when she called our technical support department on August 3, 2016. A technician was sent to her home on August 5, 2016 to troubleshoot her internet service, and made the necessary repairs to resolve her issue.
We contacted our customer after the technician was at her home and she indicated she was satisfied with this resolution, and will contact us again if the issue returns.
Sincerely,
Cox Executive Customer Resolution Team

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 request to cancel service. 
You state in your complaint letter that you were not aware of the 2-year contract assigned to your account.  As a good faith gesture, Cox has agreed to waive any early termination fees that may be billed to your account as a result of you cancelling service. 
Mr. [redacted], please accept our apologies 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.  My contact information is listed below.
Respectfully,
COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
###-###-#### tel  ###-###-#### cell
[redacted]
Monday through Friday, 7:30am-4:00pm
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10206813, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I appreciate Cox's prompt reply but I am dissatisfied with the response. It appears that Cox will offer me no more $100 and are not taking into account the time I spent on this issue. The service was unusable between the hours of 7pm approx and 1am, which is basically when I am at home.
Given that they are unwilling to offer any additional compensation (the service was down for more than 1 month) I will simply have to reject this offer. I have no other choice but to stay with Cox given that they have a monopoly in my area. Their service works great when it works and it is a shame that they were not willing to compensate me fairly for the inconvenience this issue caused.
I guess you can close this ticket as we are getting nowhere.
Again I commend the engineers who worked on this issue but their customer service department have done nothing but lie about previous refunds and have been uncooperative.
Regards,
[redacted]

We are sorry to hear that our customer is disputing an Pay Per View fight that has been billed. Upon receipt of our customers concerns we reviewed their account and found the PPV fight, Mayweather and McGregor, was ordered through the HD receiver, at our customers home.  Due to this...

event being ordered from the home we are unable to justify issuing any adjustments to the consumers account. We thank the consumer 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 [redacted]


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.

Per our phone conversation that took place on April 29, 2016, you agreed for our technicians to come out to your residence to resolve the ongoing intermittent internet and tiling cable issues. 

The Cox technicians came out to your residence on May 2, 2016.  I was advised by the technicians that they removed the existing amplifier because it was over powering the signal to your home.  Plus they moved you to a different tap along with retightening the tap screws that were loose.

When speaking with you on May 9, 2016, you explained that you are still experiencing tiling issues. However, you have contacted the Field Supervisor and we’ll be back at your residence on Tuesday, May 10, 2016 to troubleshoot.

At the meantime, I have issued a one month credit toward your cable and internet services due to the inconvenience.  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 9:00am to 5:30pm, Monday through Friday.

Best Regards,

COX --------------------------------------------------------------------------------...⇄ Office of the Regional Manager 
[redacted]
[redacted]
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

I will send the receipts in the nex two days, please give an address where to send them
thanks
[redacted] [redacted]