Cox Communications

Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your concerns...

about Cox’s “Go All -Digital” transition.  Cox appreciates that this change will affect our customers who have either never used Cox provided equipment or have cable ready television sets.  In an effort to ease the transition, Cox is providing a variety of discounts for the new mini-boxes.  To find out which discounts you are eligible to receive, please contact Cox customer service 888-222-7743 or visit one of our retail stores.
 
We are moving with the industry standard to provide you a purely digital picture on every TV.  Most TV providers have moved or are soon moving to a digital only service.  As a Cox customer, benefits you'll see include better picture quality, more channels and an on-screen guide.  All TVs that are connected directly to the cable outlet on the wall will be affected when we make the transition to all digital.  The mini-box will be required to continue receiving television signals once the transition is completed. 
 
Please call the above referenced number if you have any additional questions and/or concerns.
 
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]

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 filed through the Revdex.com in regards to your recent transfer of service.  I have researched your account and would like to respond accordingly.
Our records show that on July 9, 2014 you transferred your service to your current residence.  On September 2, 2014 you contacted our technical support team to report that you did not have a dial tone.  As a result, we sent a technician to your home on September 3, 2014.
The technician that was sent to your home was sent for troubleshooting purposes only.  He determined that one of your jacks were working and the others were not activated.  When Cox installs phone service, we only activate one phone jack.  If there are additional jacks that need to be activated, we need to arrange for a technician to do so.
In reviewing your account, it appears that you have an appointment for September 15, 2014 to activate these additional jacks.  As a good faith gesture, I have waived the $60 fee associated with activating these additional jacks.
Ms. [redacted], please accept our apologies for the inconvenience we 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
Executive Offices of Cox Communications, California
###-###-####

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 apologize that we set you up on a 2 year Price Lock Guarantee contract without your authorization.  Our records show we charged you an early termination fee of a total of $188.48 plus tax onto your Cox account on July 21, 2016.  On August 23, 2016 I have removed the early termination fees of a total of $195.36 from your Cox account.  You will no longer owe that balance. 
 
However, our records show that you have not returned the Cox Equipment(s).  Please return the equipment(s) at your earliest convenience at any of the Cox retail stores. 
 
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]
 
 
Tell us why here...

Dear Ms. [redacted],
I would like to apologize on behalf of Cox's entire organization for the level of service you outlined in your recent rebuttal. This is not the level of customer service we have built our reputation on.  In regards to my initial response, my goal was to outline the following that you included in your complaint letter:
"We went to the Santee store and spoke with [redacted].  She was able to retrieve the telephone number.  We were told that due to the name removal, all fees had been raised.  We asked her to put that in writing and she stated that Cox employees" were not allowed to put anything in writing."  I truly believe that the Cox employees were taking advantage of a family in mourning.  Either [redacted] was lying to me, was not trained properly or was following company policy to open new higher fee based accounts at any cost to deceased family members"
As previously mentioned discounts and promotions are non-transferrable.  We apologize if this was not properly explained to you during your visit.  Our representatives do offer the best discounts available at the time of install. 
Again, please accept our apologies for this experience.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
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.This is the second time that their Customer Sales department has made oral agreements and have NOT followed through with them. Cox Communications since day 1 of my original contract have not fulfilled their promise to me. I am only bringing up this most recent event as it is the most fresh.
Therefore I will not accept anything less than what I am asking for and I plan on NOT paying the bill as I need to be able to have food in my pantry and fridge for the month. I made the mistake last month and was without food for 14 days because of Cox Communications.
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.
Per our phone
conversation that took place on May 26, 2016 I have offered the following
services to be added onto your Cox account.
Premiere
Internet for $59.99 for 24 months. 
You have agreed to the promotion therefore it has been added
onto your account as of today.  Please
keep mind that you are not bound to a 2 year contract due to this promotional
discount. 
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 --------------------------------------------------------------------------------...⇄
Executive Customer Resolutions Specialist,
California
[redacted]
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

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 filed through the Revdex.com in regards to your internet rate.
Our records show that on October 18, 2013 you...

took advantage of a promotion that allows you to receive 50% off of your internet service for 12-months.  On January 14, 2014 Cox initiated a price change that increased your phone rate from $7.50 per month to $8.50 per month and your internet from $55.00 ($27.50 with 1/2 off) to $62.00 ($31.00 with 1/2 off).  Notification of this increase was provided to you on your January statement ([redacted]).
Based on this information, Cox does not feel that adjustments to your account are warranted.  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]

We are sorry to hear that our customer is experiencing issues with their services. Upon receipt of our customers concerns we dispatched our Network Ops Team to review our customers concerns.  Our Network Operations Team has notified us that they have found and corrected an issue dealing with...

our network. We notified our customer, on today when he returned our call, that our Network Ops Team have found and corrected and issue with our network.  Our customer has agreed to monitor their internet services and give us a call to notify us of if they are still experiencing issues. We are committed to doing everything in our power to ensure that our customers concerns are addressed as quickly as possible.  We thank our customer for bringing their concerns to our attention, and for being a valued Cox Customer!

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 your recent experience with our technical support department.
On behalf of Cox, I would like to extend an apology to you for the frustration we have caused you.  As a result of your experience, I have issued a credit to your account in the amount of $138.14.  This amount represents one month billing for the level of Cox service that you currently subscribe to.
I have shared your experience within the organizations here at Cox that are responsible for ensuring that our calls are answered within a reasonable amount of time and customers are assisted as efficiently as possible.  Again Ms. [redacted], we apologize for your experience and thank you for allowing us the opportunity to continue serving you.  Please do not hesitate to contact me directly with any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
###-###-####

We are sorry to hear that our customer has experienced issues with receiving a credit for equipment that he was told that he did not have to return.  We have reviewed this account, and ensured that the needed credits will appear within the next 24 hours.  We have also supplied feedback for...

training and developmental purposes to our agents to ensure this doesn’t happen again to other customers.  We have attempted to reach the customer today, and will attempt to reach him again on tomorrow to confirm that all issues have been addressed.   We thank our customer for bringing this matter to  our attention.

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.
 
Our records show you had [redacted] TV, Premiere Internet, and Premiere phone service of $134.99 a month for 12 months installed on November 17, 2016.  However the monthly rate of $134.99 does not include equipment fees and additional added services (DVR service, FCC fees, Simply World Wide fees, TV packages etc). 
 
[redacted] below is the breakdown of the additional charges that you are being billed for your monthly Cox services: 
 

Cable Receiver = $8.50 monthly rate                      
$8.50 x 8 cable receivers = $68.00
DVR Service = $15.00 monthly rate
[redacted]e = $12.00 monthly rate
[redacted] = $11.50 monthly rate
[redacted] = $10.00 monthly rate
[redacted] = $2.99 monthly rate
Phone Non Publish fee = $1.25 monthly rate
FCC fee = $3.82 a month
 
Therefore after these added fees your monthly rate total before tax is $259.55 and after tax total is $282.30.  Your monthly charges is valid and we are billing you correctly. 
 
On November 17, 2016 you were charged an installation fee of $125.00 however we credited the installation fee back onto your Cox account on December 7, 2016.  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 8:00am to 4:30pm, Monday through Friday.
 
Best Regards,
 
COX --------------------------------------------------------------------------------...⇄ /> [redacted]
 
 
Tell us why here...

We are sorry to hear that our customer experienced ongoing issues with their services. Upon receipt of our customers concerns we reached out to our customer, who confirmed that their issues have been resolved.  Our customer has been credited a month of service for the issues they have...

experienced.  We thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer.   Sincerely   Cox Communications

Dear Mr. [redacted],

face="Calibri"> 
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs.  I apologize for the delay in responding to your email.  Your email below provides sufficient details outlining your experience while trying to resolve your Cox service issue.  It disheartens us to learn that this too has been delayed.
 
In reviewing your account, it appears that the construction work was completed on December 10, 2014.  We are hopeful that this work has improved your internet speed and connection.
 
Our records show that on November 3, 2014, you were issued a credit in the amount of $93.00.  This amount is equivalent to 3-months of your current level of internet service.
 
Today, December 15, 2014, I have issued an additional credit of $62.00 which is equivalent to 2-months of your current level of internet service.
 
Mr. [redacted], please accept our apologies for the delay in getting this resolved for you.  I am available for any additional feedback and/or concerns you may have regarding your Cox account.
 
Respectfully,   
 
 
COX
--------------------------------------------------------------------------------...⇄ /> [redacted] Office of the Regional Manager 
Executive Customer Resolutions Specialist, California
###-###-#### tel  ###-###-#### cell
[redacted]
[redacted]
[redacted].[redacted]@cox.com I###-###-####  office I ###-###-#### cell I www.cox.com
[redacted]

Dear Ms. [redacted],
Let me begin by thanking you...

for allowing Cox the opportunity to provide your communication needs.  We are in receipt of your complaint letter filed through the Revdex.com and would like to respond accordingly.  We have reviewed your account as well as your complaint letter and have determined the following:
Our records show that on May 10, 2014 you established Cox cable, internet and phone service. 
On May 16, 2014 you contacted our customer service team to report that your residence was infested with bed bugs and you strongly felt they came from your Cox equipment.  At that time, a request to have a Field Supervisor contact you was submitted.  Our Field Supervisor, [redacted] contacted you on the same day at 6:38pm and left a message.
On May 20, 2014 you contacted our customer service team checking the status of your claim.  At that time, another request was sent to have a Field Supervisor contact you.
On May 21, 2014, [redacted] left you another message in which you returned the call the same day.  [redacted] then referred your account to me in which I contacted you immediately.
On May 22, 2014 you and I spoke of the bed bug claim and I suggested that someone use an air can to see if any debris (of bed bugs) would be present.  During our conversation, I also asked if you had an visitors or had visited anyone’s home in which the bed bugs could have traveled to your residence.  We agreed to have a joint meet at your home when the pest control company of your choice was available.  Unfortunately, when you returned my call, I had left for the day as my business hours are 7:30am to 4:00pm, Monday through Friday.  This information is also on my office voicemail greeting. 
Cox can arrange for a technician to come and remove the equipment from your home.  At that point, we can have the equipment inspected.  Until we are able to confirm that the Cox equipment is infested, we must respectfully deny your request for compensation.  Please let me know a convenient time to have someone remove the equipment from your home.  At that time, we can install new boxes so that you are able to enjoy the services that were installed in your home.
I look forward to speaking with you soon.
Respectfully,
 
[redacted]
Office of the General Manager
Cox Communications,. California
858-836-7319

Legal or just bad business ethics? COX Cable Pricing is fraudulent. I initiated a call to COX Cable to obtain an enhanced channel package for my parents who had just moved into an assisted living facility where the rent included basic TV channels. I was offered a bundle (TV + telephone) package at a price of $46.01 per month, that I accepted. After multiple calls and service visits, the installation was complete. The first bill came in at $188 and after multiple calls I was told the package offered was not valid, but they would credit my account and could offer the same package for $47. Being such a small difference, I agreed and assumed all would be well. Next month, the bill comes and its $72 (plus taxes). I called again, and was told the previous COX representative was not authorized to make that offer and they could not provide the services for that price. I argued that services were offered, accepted and initiated, thus we had a contract and that COX needed to honor it. They stated there was no contract as I did not sign anything, and the best they could offer was a price of $60 per month. This was a abbreviated input, but I have the specifics and Cox has all of the recording and messages on file. Bottom line is it legal to be offered a price, accept the price and initiate services only to have them void the deal and charge more? I don't see how this can be legal.

Dear Mr. [redacted],
I would like to apologize if the credits were not properly explained to you in regards to how they are applied to our customer’s accounts.  This has caused you to file a rebuttal with the Revdex.com.  As a good faith gesture, I have applied an additional 1-month service credit to your account.  This credit will reflect on your next billing statement.
Respectfully,
[redacted]
Executive Offices of Cox Communications, California
###-###-####

Dear Mr. P[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 would like to apologize that we did have a technician come out to your residence on July 29, 2016 at the scheduled time.  We will research this and provide the proper coaching and feedback to the various departments.  Our records show there was an internet self-activation fee of $20.00 that was charged onto your account however we issued a credit to remove the fee.   
 
On your desired settlement you have requested to upgrade your existing Starter internet service to a higher tier for a discounted rate.  On August 4, 2016, I contacted you at 443.302.9536 and left a voicemail message regarding your request.  If you are interested I can upgrade your data services to the Premiere internet service (download 100 Mbps / upload 10 Mbps) which retails for $84.99, however, there is a 2 year promotional offer of $59.99 a month.  If you are interested, please contact me directly at 877.982.5917 so I can set you up. 
 
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

Dear [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.
My apologies, our records show that you downgraded your internet service from preferred to essential internet on February 2, 2015 and not February 2, 2016.  At that time, we were charging you a promotional rate of $34.99 for your essential internet service when the regular rate was $52.99.  The promotional discount of $34.99 expired on January 20, 2016 therefore there was a prorate charge of $45.19 that was applied toward your January 20, 2016 statement.
On March 3, 2016 there was a rate increase that took place in the California market.  Therefore your Essential data services went from $52.99 to $57.99 a month.  Fortunately, I was able to apply a 20% discount ($11.60 off) onto your Essential data services for 12 months.  Your new monthly recurring charge is $46.39.
Due to the error of my first response to your Revdex.com complaint regarding providing the wrong dates of downgrading your services, I have issued a 1 month credit toward your Cox account.  The credit adjustment will reflect on your May 22, 2016 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 
Executive Customer Resolutions Specialist, California
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

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 a promotion that recently expired on your account.  Cox would like to apologize that the terms of the promotion was not thoroughly explained to you.
I have applied a credit your account in the amount of $100.78.  This amount is equivalent to the additional charges billed to your account prior to you discovering that your promotion had expired.
Please accept our apologies for any frustration we 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]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Ms. [redacted]
As previously stated, all charges associated with the extra cable services were credited.  Unfortunately, due to CPUC regulations, we are not at liberty to issue any adjustments towards Lifeline.  This would need to be disputed directly with the California Public Utilities Commission.
Please accept our apologies for the inconvenience this may have caused.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]