Cox Communications

July 8, 2015
 
 
 
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 reviewed your compliant and account.  
 
After reviewing your account you are being charged for a cable box ending in D707.
 
The account at [redacted] had a total of 4 cable boxes not 3. Three of the cable boxes was returned to our office on 05/19/14, all except the one ending in D707. That day we completed a downgrade on the account removing all digital services but on one box. On 05/30/14 you set up a transfer of service to your new address on [redacted]
 
On 06/02/14 we sent a technician to install your services upon his arrival we installed a new cable box ending in 0989. You continue to use this cable box until you disconnected your services on 05/26/15. On 05/30/15 you returned the box ending in 0989 to our front counter.
 
You never returned the box from [redacted] that you were using. It should have been used at the new address as well, but the tech installed a new box. This happens a lot when customers are moving. When the tech arrives they can’t remember where they stored the box and to save on time and customer satisfaction we normally have the tech provide the customer with a new box and educate them on returning it when they come across it.
 
The charge for the unreturned equipment is valid.
 
 
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.
--------------------------------------------------------------------------------...⇄ /> Hello, [redacted].
Thank you for helping me address the billing issue with Cox. I just called your contact number [redacted]. You were not at the desk at the moment. I left you a voice message. I am aslo writing this message to provide more details on the billing issue.
Our old Cox account was under a family member's name. Our new Cox account is under my name because the new service is bunddled with our rent.
Old account Information:
Account: [redacted]
Holder: [redacted]
Address:
[redacted]
Services: internet
Services time window: December 18, 2014 to April 30, 2015
Overpaid or mischarges:
December 18, 2014 $30 - Activation fee (We were told that it was waived because we hooked up all the equipments on our own.)
April 23, 2015 $49.99 - Prepaid service fee for May. (Our new service started from May 1, 2015.)
June 7, 2015 $30 - Overpaid fee to keep our new service alive. (This is the minimun account stated in a mail from Cox.)
New account Information:
Account: None (The new service is bunddled with our rent.)
Holder: [redacted]
Address:
[redacted]
Services: internet + TV cable
Services time window: May 1, 2015 to present
Overpaid or mischarges:
Prorated amount for 11 days of cut-off in service $33 - The cut-off in service was from July 7, 2015 to July 17, 2015. Our new service fee is $90 per month. The prorated amount for 11 days is $33.
In summary, the refund amount should be $142.99 = 30 + 49.99 + 30 + 33.  I have uploaded my bills as attachments. Please check them. Thank you.
Best regards,
[redacted]

January 13, 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 he encountered.
 
 
Hello Consumer,
 
Thank you for affording us the opportunity to serve you. We have reviewed your complaint and account.
 
The Franchise Fee is charged to all customers. I understand it is listed under TV Fees but it applies to all of our customers.
 
Municipal Franchise Fee:
 
The municipal franchise fee is also often referred to as a "right-of-way" fee. It is a monthly charge imposed by local jurisdictions on companies, and passed along to customers to help recover the costs associated with using the public right of way, including installation of underground conduit, outside telephone wires, and telephone poles. This fee varies by city and county
 
For more detailed information about the taxes and fees for your cox Services please visit
 
http://www.cox.com/residential/support/billing-and-account/article.cox?articleId...⇄ />  
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 10172603, 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]
 
 The loss of income from 2 days of Cox NOT showing up to install and lying about it was far more costly to me than the $248 in dispute.. NOT to mention that I lost an ENTIRE month of internet service
when I tried to switch over to At&t Uverse. This cost me a LOT more money since I have a business that relies heavily on the internet.  I notice they are STILL not accepting ANY responsibility whatsoever for NOT showing up as scheduled and then lying about it on the phone. In addition, they lied about the rate plans. Have they no shame at all?
PLus it was impossible to contact customer service at all until it was WAY TOO late to remedy the situation.
OWN up to your screw-ups!!!!
Do I really need to file a complaint with the state attorney general on this matter?

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 with the Revdex.com with regards to your rate of service.  I have reviewed your account and letter and have determined the following;
Our records show that on September 24, 2014, you established cable, interne and phone at the 12-month promotional rate of $85.54.  When adding this promotion, our system recognized you as paying for expanded cable service.  This is not correct.  This service is included in your HOA with no direct payments from you to Cox.  Based on this information, Cox is providing you a $65.00 discount on services we are not billing you for.
Cox is required to provide its customers at least 30-days notification of any rate changes that are not within contract.  This is why you have received notification advising you of the change effective January 1, 2015.  This change will increase your monthly rate by approximately $10.00 per month and extend through December 31, 2015 as opposed to expiring September 23, 2015.
Please accept our apologies for any inconvenience this may have caused you. 
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.  We are in receipt of your complaint letter addressed to the Revdex.com in regards to the install fees that were billed to your account.
Please accept our apologies if you were not informed in advance of the install fees.  At the time that you scheduled your transfer order, you should have been advised.  Based on the information you have provided in your complaint, Cox has removed the install fees that were billed to your account.  The adjustment will reflect on your next billing statement.
Again, please accept our apologies for any inconvenience this may have caused you and your family.  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
###-###-####

Dear Mr. [redacted]
Let me begin by apologizing for my lack of follow up to your messages.  I would like to get this resolved for you today.  I will contact you by close of business.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]

Dear Ms. [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 your experience in establishing service and our process for customer contact from our technicians.
I have provided your feedback to the organizations within Cox that are responsible for ensuring that our customer(s) experience is more than exemplary.  I understand that the pre-call process was an inconvenience for you and on behalf of Cox, I apologize.
In reviewing your account, it appears that the installation was completed on May 5, 2015.  As a result of your experience, in addition to the installation credits that were applied to your account in the amount of $100.00, I have applied a 1 (one) month service credit to your account.  This credit will reflect on your next billing statement.
Again, please accept our apologies for the inconvenience we 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 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 have spoken to countless managers about the situation to
try and find resolution and if you even check the last notes he promised me
$120/month is still better than what your billing me. I switched over from
amazing service of [redacted] to go through this. Your customer service has
limited hours and I have spent countless hours of my time on the phone. You
record your phone calls, listen to the sales rep who sold me “the same services
I had with [redacted]”. I mentioned the channels and what we have and he sold me
on it. When I called in I was just going to go with internet and do [redacted]. As
a customer I shouldn’t have to pay double from what I was sold by either a rep
looking for commission or under trained. You should honor what I was sold or
refund all money paid for wasting my time trying to resolve and repair my
flood.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Cox has known about this issue since April. The problem seems to be resolved, however charging someone full price for half service is still unacceptable. Cox only wishes to provide a credit we find unacceptable. We are currently exploring other options through [redacted] and [redacted]. We will also be filing another complaint with the [redacted] of Cox's tactics of charging people for a service they know they cannot deliver. It should not take 4 months to resolve an issue. The other issue is Cox Employees doctoring and omitting customer comments that we insisted be placed on our account to document our situation (since April). Cox Operations with the cooperation of Customer Service provides for ethics that should be brought to light.
The Revdex.com provides a very valuable service in helping consumers bring Cox's behaviors, false representations and ethics to light.
Many, many thanks to the Revdex.com. I should also note, that it took Cox 3 days to fix an issue, which they knew existed since April.
Sincerely, [redacted]

Dear Mr. [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 your Cox service was disconnected on June 6, 2016.  When your service was disconnected there is still an unpaid balance of $316.92 that is owed to Cox.  Unfortunately, you will continue to receive the automated collection phone calls from Cox regarding the unpaid balance until we receive your payment.    We encourage you to work with the collections department to settle the unpaid balance and to avoid your account going to a third party collection agency.   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

Dear Mr. [redacted],
Let me begin by thanking you for allowing...

Cox the opportunity to serve your communication needs.  I have reviewed your complaint and your account and have determined the fol1owing:
Our records show that you have disconnected your account.  Cox would like to apologize for the misinformation that was provided to you in regards to the rates that you would be billed.  As a result of our 30 day money back guarantee, I have credited all charges billed to your account after the install.  In addition, I have issued a credit towards the deposit of $100 that you paid prior to establishing services.
I have submitted a request to have the refund expedited.  Please allow 2-3 weeks (as opposed to 4-6 weeks) to receive the refund of your deposit.
Cox would like to apologize for your experience and are disheartened to learn that this has caused you to disconnect your services.  I am available for any additional question and/or concerns you may have regarding your former Cox account.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, [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.
After two service calls to the house resulting in more lost time for me and two additional calls to tech support that again took more hours out of my day the service is finally working. However, The billing is still an issue as well as customer service that is not satisfactory. I was told by the last phone rep I would be credited $31.00 for the three months I had no phone service and was billed. This has not happened. The phone rep stated I should pay $64.00 to bring my account current factoring for the credit. However, the online billing shows $255.98 due with $124.29 past due. The credit was not applied abviously. Additionally, when I called in to the phone system today it states $263.18 due. So I have three different numbers, none of which I trust.
The messages are inconsistent, the pricing is inconsistent and I have now had to leave work early twice and spend extended periods on the phone after service calls to get the system even useable. I was promised a supervisor technician and that didn't happen on the first service call. When he arrived he had no idea what the issue complaints were. After he left the internet stopped working and I had to call tech support again the same night to get it workjing. Then the next day the cable box stopped working and I had to call again. This yielded yet another service call.  
Now today when I sit down to address the billing I find three different numbers as noted above. I demand compensation for my time lost and I want someone at a level that can solve this problem to step in as thus far it has been a comedy of errors, mixed messages and empty promises. ]
Regards,
[redacted]

Dear Ms. [redacted],
Thank you for your response.  Again, if we are able to confirm that our cable boxes were the cause of infesting your residence with bed bugs, we will offer full reimbursement for the fumigation.  Please note, we have not had any other reports from customers in regards to bed bugs.
Please contact me directly if you would like to disconnect service and/or arrange  a time for our technicians to come and pick up the Cox equipment. 
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications, California
858-836-7319

November 26, 2014
 
 
 
[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 the 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 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
###-###-####

At Cox Communications our mission statement is to be the most trusted provider. 
We are sorry to hear that our customer felt no other alternative but to contact the Revdex.com regarding their billing dispute.
I have reviewed the account and issued the credit for the installation charge ($50.00), as...

well as credited the partial charge that was charged for the Advanced TV service from 10/26 – October 31 ($2.00) when the services were installed.   The total adjustment we applied to the account is $56.07.
We thank our customer for bringing their concerns to our attention, and for allowing us to the unique opportunity to serve them through this avenue.  We thank our customer for choosing Cox Communications.

Dear Ms. [redacted],
I have attached your October 1, 2014 billing statement.  Please see page 3 of 4, left column under "One-time Charges and Credits."  Itemized, you will see a credit of $99.99.  The charges for Cox Tech Solutions were deferred into 3 charges of $33.33 ($99.99 total).  Although you still see the deferred charges on your statement, please note the total credit was applied on September 29, 2014.
Please contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
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.
[redacted],
 
 
I was able to download four statements that I have attached for you to view. In order from 1 – 4 I have arranged these statements to reflect my account with Cox Communications from the starting rate of $76.41 (July 2013) next statement shows an increase to $97.66 in April 2014 which I was told by Cox Communications that if I remain with Cox my rate would be $78.18 until April 2015. Next statement shows this rate agreed by both parties at $78.18 still in effect. Last and most current statement shows an increase of $104.11 which brings this to the current action by Cox Communications to not abide by their agreement until April 2015.   
 
Best regards,
 
[redacted], [redacted]

Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  I would first like to apologize for the delay in resolving your damage claim. 
In reviewing your account, it appears that a credit of $350.00 was applied on May 20,...

2015.  This credit will reflect on your next billing statement.
Again, please accept our apologies for the delay in responding to you.  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
###-###-####

We are sorry to hear that our customer experienced issues with their services. Upon receipt of our customers concerns we have reviewed our customer’s account and see that our Executive Escalations Team spoke with our customer on July 29, 2016 regarding their concerns. At that time our customer...

confirmed that all issues with their services were resolved.  Our Executive Escalations Team Member issued our customer an adjustment for one month of their services for the issues they experienced. We thank our customer for bringing their concerns to our attention, and for any inconvenience caused by the issues with their services.   Sincerely,   Cox Communications Executive Escalations Team SE Tell us why here...