Cox Communications

Dear Revdex.com,
 
Cox Communications is responding to the rebuttal of complaint ID of [redacted]
 
When we made reference to the charges being accurately assessed on our customer’s account it referred to the partial month, and the full month of internet service; and the self-install charge. Charges for services begin once the work order completes in our database. In this customer’s case, the work order completed however the services required additional technician support to be fully operable. The credit for the 3 days of service was granted based on the time our customer reported being without service after the attempted self-install until the successful technician visit.
The technician visit was not intended to be included in the reference of accurately assessed charges. After confirming with the technician that the work completed on site was not a direct result of a customer error at the time of install the charges for that visit were reversed.
We wish to extend our sincerest apology to our customer for the short comings of agent during the chat session. The observable opportunities from the interaction are being addressed internally. We hope that our customer will accept Cox’s apology and reassurance that the matter is being addressed with the agent as a satisfactory response to his request for a written apology from the agent.
If there are further issues that pertain to this matter that require attention we encourage our customer to reach out to the assigned Executive Resolution Specialist for immediate consideration.
Respectfully submitted,
 
                                        ...⇄
Cox Communications Executive Resolution Team

Dear Revdex.com,
Arial;">Cox Communications is responding to the complaint filed in your office on 3/18/2014 with case #[redacted].  This situation has been addressed and below is the agreed upon resolution.
Our customer’s Price Lock Guarantee (PLG) which protects the retail rates for service with Cox from rate actions for a period of 24 months will remain in place.  The individual product discounts that had a term of 12 months that expired in March have been replaced with a Bundle discount that will remain in place until 2/12/2015.  This coincides with the remaining term of the PLG. 
We apologize for the frustration our customer felt in dealing with this issue and hope that this resolution is satisfactory with them.
Sincerely,
 
Executive Customer Resolution Specialist

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

the opportunity to serve your communication needs.  I am in receipt of your complaint filed through the Revdex.com and would like to respond accordingly.
I would like to first apologize for the misinformation that may have been provided to you by our sales team.  It appears that you were able to speak with one of our Supervisors and were able to resolve your billing concerns.  In addition to the credits that have already been applied to your account, I have issued a 1-month service credit for the inconvenience this may have caused you and your family.  Please allow 7-10 day s for this adjustment to reflect on your Cox billing statement.
Mr. [redacted], again I would like to apologize for the level of service you received as this is not the service we have built our reputation on.  I am available for any additional questions or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, [redacted]

We are sorry to hear that our customer experienced issues with their services.Upon receipt of our customers concerns we have unsuccessfully attempted to reach our customer to confirm that their issues are resolved.  Our records indicate the ESR was resolved on 12/29.  We have issued an...

adjustment in the amount of $ 31.16 to our customers account for the issues they experienced.  We thank our customer for bringing their concerns to our attention and for being a valued cox customer. Sincerely   Cox Communications Executive Escalations Team SE

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 01/07/2015 and assigned the complaint ID...

of[redacted].
The information provided indicates that you have questions regarding the Go All Digital Transition and the required equipment. 
The transition from cable ready (no equipment required) to the use of mini-boxes in the home is necessary for Cox to continue to make the best use of the available technology.  The term “Go All Digital” refers to Cox’s initiative to reclaim analog video space on our network in order to free up bandwidth to provide our customers with more; content, services and enhanced TV options.
The channels in the [redacted] and [redacted] tiers of our service will now be encrypted in the same manner as channels associated with our [redacted] TV packages. This encryption is part of the reason the use of the mini-box will be required to continue receiving television signal once the transition is completed.  The mini-box will also allow for a number of service enhancements for our customers; some immediate and some further down the road.
All customers, once they are using the new mini-box, will be able to make use of an interactive guide similar to the one available through other Cox provided equipment.  Closed Captioning, Secondary Audio Programing and Parental Controls will also be readily available with the mini-box.  Another benefit for customers who have been using High Definition televisions without a receiver is, they will now have access to the higher quality picture and sound HD provides.
Cox appreciates that this transition will affect our customers who have either never used any Cox provided equipment in the past or have additional TVs that are cable ready.  In an effort to ease that switch Cox is providing a variety of discounts for the new mini boxes.  To find out which discounts you are eligible to receive you may contact Cox over the phone or by visiting one of our retail stores.
 
 
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.
The service I ordered finally started on Friday. I been waiting for almost 3 months. The issues I have with the billing is the charges for installation, the receivers, and all the misc. fees. I feel the that it would be fair to start charging me from the 23rd of December with a zero balance. Also the receivers need to be swapped for HD receivers. As the contract states 2 HD receivers are free for 12 months. The new billing should be $63.00 per month. Attached are the cox bills from Oct. - Dec. As requested.
[redacted]###-###-####

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

opportunity to provide your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent installation of service.  I h[redacted] conducted a thorough review of your account and h[redacted] determined the following:
Our records show that on November 19, 2014, you installed Cox Premier Internet service at the promotional rate of $59.99 per month. 
On November 21, 2014, you added Starter cable at the promotional rate of $9.99.  At the time of install, you upgraded the cable service to "Advanced" cable which increased your monthly rate.  Based on this information, Cox was accurately billing you for the level of service you subscribed to.
Mr. [redacted], Cox would like to apologize for the delay in cancelling your service at the requested time.  It appears that the disconnect date was backdated to January 26, 2015 which was within the 2-week period that you requested. 
At this time, Cox must respectfully deny your request for any adjustments to your account.  I am available for any additional questions and/or concerns you may h[redacted] regarding your former 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],
Thank you for allowing Cox the...

opportunity to serve your communication need.  We are in receipt of your complaint letter filed with the Revdex.com in regards to the disputed modem charge that was billed to your account.
In reviewing your account, it appears that the equipment charge has been removed from your account.  A credit in the amount of $81.01 was applied to your account on July 10, 2015.  A refund check was mailed to your billing address of:
[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.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

Dear Revdex.com:
Cox Communications  responds to Revdex.com complaint#[redacted]
We have reviewed our customer's complaint and immediately processed a refund in the amount of $211.17 which has been sent out in the mail. We are very sorry that our customer experienced these...

events and have coached the agents who worked with our customer. Our apologies for this experience.
Thank you,
The Customer Experience 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.
[redacted],
 
On August 28th I received a collection notice from Cox Communications, stating my account is in collections due to a balance of $569.16 for 4 months of service for cable services. I only owe $119.24 for one month past due which is on the invoice received when their worker came & turned off the services. Furthermore, I called in multiple times explaining to them I went through the same situation with the last payment I made to them which should show in their records. I offered to send the equipment back to [redacted] from their 1800# and she informed me to keep it being that I could transfer services. I have not lived at 1210 petree street since may 2014 and have documentation of that as well, so no cable has been used. 
Regards,
[redacted]

We just spoke with this customer and she stated she accidentally selected “reject” the amount.  She paid her remaining balance in full over the phone with us today. 
 
I will respond to this “rebuttal.” 
 
[redacted]
[redacted]
Cox Communications - California

Mr. [redacted],
Thank you for the recap.  Again, our research does not show that we have incorrectly billed you.

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 Cox service.  I have conducted a thorough review of your...

account and have determined the following:
Our records show that on July 24, 2013 you took advantage of our video promotion that provided 40% off of your video service for months 1-12 and 20% of for months 13-24.  In addition, you were receiving 50% off of your internet for 12-months (July 24, 2013- July 23, 2014).  Since two of the campaigns expired/changed in 2014 your monthly rate increased.  These campaigns are an incentive to our valued customers and not designed to offer an indefinite modified rate.
In regards to the level of internet that we provide, Cox provides the following internet options to its customers.  This can also be found on our website at www.cox.com
Starter - Up to 1 MBPS/ 384 KPS $29.99
Essential Up to 5 MBPS/ 1 MBPS $46.99
Preferred Up to 25 MBPS/ 5MBPS $61.99
Premier Up to 50MBPS/10 MBPS $73.99 (With Docsis 3.0 modem) or 25 MBPS/ 2.5 MBPS (With Docsis 2.0)
Ultimate Up to 100 MBPS / 20 MBPS $99.99

Again, thank you for allowing Cox the opportunity to serve your communication needs.  You may contact me directly with any additional questions and/or concerns 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
###-###-####

Ms. [redacted],
Thank you for this additional information.  I can assure you that the agreed upon adjustments have been applied to your account.  Please feel free to contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
Office of the General Manager
Cox Communications, California
[redacted]

Hello [redacted],
the tv/internet bundle's name was Cox TV FLEX Watch and Internet Preferred. I'm sure you can find it.
But I see you are not willing to help and that just confirms my experience with Cox.
It is very dissapointing.
/[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.
Absolutely unacceptable. They definitely do not display any interest in customer satisfaction. I believe the balance on my account is bogus and should be removed.
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 your former Cox account. 
On behalf of Cox, I would like to extend an apology to you for the misinformation you may have been provided.  I have shared your experience with the organizations within Cox that are responsible for ensuring our customers are provided accurate information which aids in their buying decision.
As a result of your experience, I have issued a credit for the remaining balance on your closed account. 
Again, please accept our apologies for the inconvenience we may have caused.  I am available for any additional questions and/or concerns you may have.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####

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.
 
The credit of $50.00 was applied onto your Cox account on August 2, 2016.  You should be able to view the $50.00 credit adjustment online. 
 
[redacted], you expressed on your initial complaint to the Revdex.com that you were quoted $119.48 per month if you added cable services.  You also stated that you have PDF copies of the order confirmation.  Can you please forward the PDF files so I can research and see why were not able to honor the quoted price? 
 
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...

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.
Once again I will state no label has been received to return the equipment. You should be able to check the tracking number you used to verify this information. I will not agree to pay for any services for the Month of February. You provided no service at all during that time so there is no reason for you to prorate any fees whatsoever. You cannot honestly state that you are charging me for approximately 6 days( the time the service was shut off, to the time you BACKDATED THE CANCEL REQUEST,  a total for around $150.00? So now that you have FAILED on multiple attempts to resolve this issue concerning the payment due, you have FAILED to resolve the issue with the shipping label just as you failed at the attempts to cancel my account over multiple days and numerous attempts per day, where does that leave  us?
You have not addressed the concerns about your company failing to cancel my account when first requested, you choose to side step the issues that you embarrassed me by leaving a bright yellow notice, to pay amount owed or have service turned off, THEN YOU DIDNT EVEN TURN THE SERVICE OFF! When you state in one of your responses that total owed was most $500.00 dollars, but attach an additional monthly invoice as well as equipment charges BUT SAY NOTHING!!!! shows Cox's deceitful tactics, and do not speak well for your companies character, this is  just another example of how Cox operates.  And now, as if all of the time I have wasted trying to resolve this in an amicable way isn't bad enough, you send my information to a collection agency??? are you kidding me?? You have not even held up to your end of the agreement to get the label to me, I still have not received the email cancellation confirmation that has been requested numerous times.
I have addressed concerns regarding your customer service and the way your agent treated me, all the attempts I made thru email to cancel the account. You should not refuse the request to make the adjustment to the February statement for $0.00 because I WILL NOT PAY FOR SOMETHING YOU DID NOT PROVIDE! You are attempting to steal money that does not belong to you, this is outrageous that you think that this is a satisfactory resolution.  I will need to talk to someone else since you refuse to acknowledge the statements I have made to you multiple times. Its exactly like the email request to cancel this service, you keep saying no and this just causes additional charges to your "customers" when clearly you do not care about your customers.
 If this is your final statement regarding this and you will not send a label to me or to make the adjustment for February I need to speak to someone that is above you because I WILL NOT!!! PAY ANY MONIES FOR FEBRUARY!  I know my rights as a consumer and you should know your rights as a provider, no service no payment. This is not a request any longer. I will state once again for the final time. I will not accept any other resolution but for you to remove February monthly charges (prorated or not) I need to have a shipping label sent to me, and email confirmation that the account is cancelled and the date it was cancelled. And now an additional request to retract my information from the collection agency, since you have failed to even attempt to resolve this issue. We are in the middle of a Revdex.com dispute I am trying to work with you and you are being completely unreasonable. At this point I will be letting anyone and everyone that I am in contact with, know just what type of treatment and "services" that Cox provides their customers. I swear this has to be a joke I cannot believe I am again responding to your repeated statements again in MARCH! This started in January.
Once again any other offers will be rejected. Please do not send the same statements again in another response, this is a waste of my time. I will not accept any charges for February at all. 
Regards,
[redacted]

Dear Mr. [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 September 26, 2016 – I have advised you that we will not refund you a check for the life of your Cox account.  However a refund check of $387.95 has been issued and mailed to you.  The $75.00 deposit refund check has not been processed however please allow 3 to 4 weeks for the check to be issued and mailed to you. 
 
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
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm