Cox Communications

Dear Mr. [redacted],
I would like to first apologize for the level of customer service you received when contacting our office on July 31, 2014.  I have forwarded your feedback to the organizations within Cox that is responsible for ensuring our customers receive the legendary customer...

care we have built our reputation on.  
Unfortunately, we cannot disclose to you any discipline that may have been given to our employees.  However, we do take pride in the service we provide to our customers and we will be using your experience as a coaching opportunity.
Again, please accept our apologies for any frustration we may have caused.  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

At this time, there isn’t anything further I can assist Mr. [redacted] with.  Unfortunately, I do not have the capacity to continue calling Mr. [redacted] throughout the day until his line is not busy or he is available.   As mentioned in our previous response, if  Mr. [redacted] is having billing or service issues, he may  contact our customer and/or technical service team.  The Executive office does not have the tools available to assist as our frontline  employees do.
If Mr. [redacted] chooses not to contact our customer service and/or technical team, we will consider his concern(s) resolved.
Please let me know if you need anything further from me.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10261235, and find that this resolution is satisfactory to me.  They have contacted my and acknowledged that I was advised by a rep that I did not owe any equipment fee and that no equipment needed to be returned. Although it took an absurd amount of time for them to rectify the issue I am glad to put this behind me.
Regards,
 
[redacted]

Dear Revdex.com, Cox Communications is responding to the...

complaint filed with your office on 7/18/2015 and assigned the complaint ID of [redacted].
After an investigation into this matter we have determined that the equipment in question was shipped to our customer as intended, however it was never provisioned on the account.  Since there is no record of the equipment being activated or installed we have removed the serial number from the account and placed the equipment into a lost status. Our customer has no further responsibility for the equipment in question.
The unreturned equipment charge has been removed from the account and the information provided to the third party collections agency has been recalled.  Please understand these actions can take up to 30 days to be reflected in our records.
We apologize for the circumstance that led to this complaint and hope this matter has been resolved to our customer’s satisfaction. 
Sincerely, Cox Communications Executive Resolution Team

Thank you for your interest in Cox for your...

communication services.  We are in receipt of your complaint letter filed with the Revdex.com in regards to our bundle offers that include Visa gift cards. 
In searching our database, we do not show that the address listed on your complaint letter is serviceable by Cox.  In the event we do/did service your area, and you qualify for the bundle that includes the Visa gift card, we will be sure to accommodate processing the order.  There are certain requirements that need to be met prior to the processing of the gift card.
Please accept our apologies for the confusion we may have caused.  I am available for any additional questions and/or concerns you may have regarding your potential Cox account.
Respectfully,
S[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Complaint: 11400116
I am rejecting this response because:
You have not addressed my concern, but only provided me the information that I already know about.
Regards,
R[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 experience in canceling your services.  Cox would like to...

apologize for the extensive hold times as well as calls that may have been disconnected.
Per your request, we have scheduled a disconnect order for your Cox services.  We have backdated the billing to October 18, 2014.  Again, we would like to apologize for your experience.  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 Offices of California
###-###-####

At Cox Communications, we do everything that we can to keep our prices affordable for our customers.  Due to the ever-rising cost of doing business, price increases are sometimes necessary.  We are sorry to hear that our customer has concerns with their pricing of the services. Upon...

receipt of our customers concerns we reviewed our customers account and found that the correct promotion was added to our customers statement on February 5.    We reached out to our customer to explain the promotion on the account, and the difference in the price quoted and his current price would be due to the price increase we notified him of on his January statement. Our customer states that they have already scheduled for another provider to install their services in the home.  We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused.   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 [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Dear Ms. [redacted]
I did not receive the email you sent with response from [redacted] prior to your email of the case being closed. I have not resolved this issue yet with Cox, and hope they can offer me a promotional offer that is reasonable after the promotions end on Nov. 15th. I understand the promotions they gave me are ending, but they are not acknowleding the promotion that was given to me by Heather in their office billing dept, who has been there for a long time. She promised me on June 2, 2014 my bill would be $88.77 till June 1st 2015. That would include the cox tv economy at $24.99, HBO, high speed internet essential at $46.99 + $5 upgrade to preferred, and cox digital telephone premier at $21.16. Again, I have been a long time customer for 22 years, and hope they will keep their promise for that rate. I will also call them on the 15th to see what they have to offer in promotions.
Thank you,
[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 your recent installation of cable and internet.  I have conducted a thorough review of your account and have determined the following:
Our records show that on March 27, 2015 you agreed to add cable service to your existing internet account.  It was determined that a $50 deposit was required prior to the installation being completed.  We do not show record of an installation date being set for March 31, 2015.
You state in your complaint letter that Cox billed you although you did not have the services installed.  In reviewing your account, the $51.99 that you reference was for the existing internet service and not the deposit (see attached).
On April 1, 2015, the $50.00 deposit was charged to your Cox account and the install of your video service was completed.  Cox did not charge you an additional $50.00 deposit as stated in your complaint letter.
Cox would like to apologize that it was not explained to you that a paid deposit was required prior to installation.  As a result of the inconvenience this has caused you, I have issued 1-month video credit to your account in the amount of $65.33.  This adjustment will reflect on your next billing statement.
Again, 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]
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 12130589, and find that this resolution is satisfactory to me.  I will schedule an appointment , but please make a note that this issue has not been resolved.
Regards,
[redacted]

This is a an acceptable resolution to the complaint
Thank You,
[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.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I was told that two weeks ago an it never came , So they are just  keeping their word , 
Sincerely,
[redacted]

Dear Ms. [redacted],
Let me thank you for allowing Cox...

Communications the opportunity to serve your communication needs.  We are in receipt of your complaint letter in regards to the balance on your former Cox account.  I have conducted a thorough review of your account and have determined the following:
Our records show that on March 21, 2014, you requested to disconnect your Cox account.  At that time, you had a balance owing of $160.71 with a due date of April 11, 2014. (Statement attached).
On March 29, 2014, Cox mailed you a final statement with a balance owing of $160.71 that was due immediately. (attached)
Cox records do not show that a payment was received within a reasonable time therefore; your account balance was referred to an outside collection agency on April 23, 2014.
On June 18, 2014, you contacted our customer service team to dispute the write-off balance.  At that time, you were advised that the balance was now being managed by the outside collection agency and we would not be able to apply credit towards the balance.
Ms. [redacted], Cox allows its customers 30-days to dispute their balance prior to us referring the account to an outside collection agency.  In addition, the collection agency allows the customer 30-days to dispute the balance prior to reporting it on their credit.
Based on this information, we must respectfully deny your request to have this amount removed from your credit report. 
Best Regards,
[redacted]
Executive Office of the Regional 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 with the Revdex.com in regards to the late fee(s) billed to your account.  I have conducted a thorough review of your account and have determined the following:
Our records show that from your August 2013 billing statement through your December 2013 you carried a past due balance.  As a result, your account incurred one late fee of $4.75 which was billed to your account on December 16, 2013.
On January 17, 2014 you contacted our customer service team to dispute the late fee.  As a good faith gesture, a one-time courtesy credit for the disputed late fee was applied to your account and posted to your February billing statement.
Please 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]
Office of the General 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.
This response is not accurate. The rep told me 100mb and even had me request a tech to come out because I was not receiving 100mb. I am honestly pretty shocked by cox's response and saddened to hear that cox does not wish to put their customers first in this situation. I will need to alert the DA's office of cox's inability to honor their advertised price. Very unfortunate indeed.
Regards,
[redacted]

Dear Revdex.com:
Cox Communications responds to Revdex.com case ID of [redacted].  Our vendor who processes our  rebates has just advised us that the rebate is approved and has been expedited as of 3.30.15.  We anticipate that the rebate will arive  by mail 10-14 days or...

sooner.
We appreciate our customer's patronage and our apology for the delay.
Thank you,
The Customer Experience team

I had cox for a little over a year. When I moved out of state I canceled my account. Two years later (almost 3) I get a bill in the mail from a collection agency that had sold my "delinquent" account to.

Like any rational person, I ignore the collection agency and go right to the source, Cox, to inquire as to why they believe I owe them roughly six months worth of payments that I know I paid and why they waited almost three years to collect. No phone calls, no emails, no letters, for three years, then a collections notice.

The person on the phone does little more than just repeat the total to me without an explanation of the charges. I then requested written proof of my supposed debt to them, at which time I was told it would be mailed to me. This was roughly two months ago.

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.kathey I think it was, I am sorry for this but I have already been on the phone with your group and there has not been consistent in any of the conversations that I have had with all the reps from Cox collection and the Collection Agency. COX will not give me the information and what information is short and lacks any supporting facts. Because of that, I am asking for your help here to bring to light the truth of the matter and resolve this confusion and hopefully correct any errors. 
I agree that there was 99.00 that was due you at the time of my request THE CUSTOMER to disconnect service and ran a month behind most of the time as it was very expensive, and wished I has known that it really was not the best and fastest, but you were the only provider I has purchased from and I believed you. I think you also billed a month in advance.
Please help me figure this out.
What was the adjustment for on my last bill in MAY 2014?  
DID I get the 24 days to pay before the account was sent to collections?
Regards,
[redacted]

Thank you! No further pursuit is desired. I have wasted too many hours already seeking other reliable internet service spots to utilize, and talking to service reps. I can not spend any more time with this. I'll see how the service works in the coming months, and then make my decision whether to seek another provider.Thank you![redacted]