Cox Communications

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 and would like to respond accordingly.
Our records show that the equipment...

in dispute has been placed in a "lost" status.  An adjustment of $122 was applied to your account on April 4, 2014.  In addition, we have issued a credit of $40 for the two reconnect fees that you were charged.
These adjustments were not issued as a result of an error by Cox however, they were issued as a good faith gesture to maintain our relationship with you as our customer.
An additional one-month service credit has been issued as a result of your experience.
Please 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
[redacted]

February 9, 2015
 
 
 
We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention.  The complaint that he filed was sent to our attention for research and resolution.  We are sorry to hear...

that our customer felt that he had no other recourse than to contact the Revdex.com to get his 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.
 
Your account was disconnected on 12/31/14 at your request. You called on 12/1714 to set up disconnection on 12/31/14. That request to disconnect services was keyed that day and the account closed on 12/31/14.  
 
The bill dated 01/01/15 in the account of $4.20 was for the service dates of 12/28/14 to 12/30/14. On 01/10 a charge for unreturned equipment was placed to the account in the amount of $147.15. You made a payment of $62.99 on 01/14/15 leaving a remaining balance of $88.36.
 
You called us on 02/02/15 to discuss the charges. We found that you purchased your equipment in February 2014. The agent you spoke with submitted a form to have the equipment charges removed. On 02/04/15 the charges for the equipment charges were removed from the account. We now owe $58.79. The refund will automatically generate a check payment to be mailed to you within the next 4 to 6 weeks.  
 
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 10517807, 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]
 
 I have called Cox Communications again, and they insist that they did not do a bait and switch and that I should accept things simply as they are.  I will be cancelling my service.

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.
Eventhough after recieving this response on 10/13 I continued to recieve multiple automated calls to call in regards to my bill. I called today and still with a new past due amount of $35.56 which according to [redacted] ext [redacted] and after many minutes on hold to justify the amount, it was due to "past cable and internet charges" for the month of september.
 
In the month of september I made multiple payments due to billing departments rep unclarity and issues
1. 109.29
2. 73.29
Total 182.58
 
Today the attendant ([redacted] ext [redacted]) supposebly cleared the 35.56 due and leaves me my future bill due on Nov 1 apperently (thought it was later in the month) of 118.15. The spoken " AWARDED CREDITS " have been Cox fixing there errors but not at all beneficial to me nor aknowledging the much wasted and stressful moments due to flaws not in my control. 
 
When I asked about the SMALL 40ish $ credit amount that has recently been offered... I was told it was added to my previouse "dues"..?? At the end of the story is that I GOT NOTHING but a disturbing experience and many wasted moments due to the company. Very strongly considering terminating my services although I may be one of many customers certainly a dissatisfied loyal one may provoke user actions.
 
I still thank you for the time to read and indulge in my accounts unecessary issues.
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 filed through the Revdex.com in regards to your Cox telephone service.  I have reviewed your account and have determined the following:
Our records show that on January 31, 2014 we received notification from the [redacted] certifying agent that you no longer qualified for the [redacted] program.  As a result, you were removed from the [redacted] program and placed on standard flat rate service.
On February 11, 2014, you contacted our customer service team stating that you did qualify for [redacted].  Therefore, another form was submitted to the certifying agent for approval. 
On February 13, 2014, Cox received the approval from the certifying agent and therefore your services under the [redacted] program were reinstated.
Mr. [redacted], Cox does not determine whether or not a customer qualifies for the [redacted] service.  The [redacted] program is managed by the state. 
I am available for any additional questions or concerns you may have regarding your Cox account.  My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Cox Communications, California
[redacted]

We would first like to apologize for the late response.  We had submitted the following response to this same complaint, when it was lodged to the Northwest Florida branch of the Revdex.com:We received and reviewed our customer's complaint, on 9/30/16. We immediately referred it to our New Orleans...

Field escalations group to be addressed, at that time. One of our Field supervisors arranged to send one of our expert techs to address our customer's reported problem on 10/1/16. Our Field supervisor has since advised that our expert tech was able to resolve our customer's issue.
We apologize for any inconvenience that our customer has experienced. We would also like to thank her for her patience and for being a loyal Cox subscriber for over nine years.
Thank you,
Cox Executive Escalations SE

Dear Ms. [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 Cox service.  Upon receipt of your complaint letter, I asked that the supervisor of the technician assigned to your trouble call accommodate the tech to ensure that we thoroughly certify your home.  The technician’s findings were as follows:
The technician and supervisor confirmed that they were not able to locate any issues outside of the known software glitches with the Contour service.  All of the outside connections and levels were within specification.  I was also advised that you were provided with their direct contact information in the event you continue to experience technical issues after their visit.
Ms. [redacted], as a result of your experience, in addition to the credit of $168.05 that has been issued this month, I have applied a 3-month cable credit to your account in the amount of $423.06.  This credit will reflect on your next billing statement.
Please accept our apologies for any inconvenience we 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
[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 with the Revdex.com in regards to your recent upgrade to cable and internet.
In regards to the installation fees for your cable and internet, these fees were credited on November 26, 2014 (see attached statement under adjustments).
Unfortunately, due to the on demand movies that were ordered (3), Cox must respectfully deny your request to have the monthly charges for cable credited.
Mr. [redacted], Cox would like to apologize for your experience and would like to be given the opportunity to install these services to your satisfaction.  If you would like to take advantage of this offer, please contact me directly.
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 have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Please check my original message, it seems to me that it was never reviewed . I am aware of the unfair actions taken by cox.
 
Regards,
[redacted]

We are sorry to hear that our customer does not accept our resolution.  We always want to ensure that we are being the trusted provider by ensuring our customer is compensated accordingly for the issues experienced.  When reviewing our customer’s adjustment concerns we discovered we issued an adjustment in the amount of $ 79.57, and completed a free upgrade to Contour II system for the issues our customer experienced with their services in January of 2017.  In the month of February we see that we issued an adjustment in the amount of $ 53.05 for the issues he experienced.   Due to the previously stated adjustments we are unable to justify issuing additional adjustments for January and February of 2017.  We have issued an adjustment in the amount of $88.38 to our customers account for the issues they experienced in the month of April. We thank our customer for bringing her concerns to our attention, and apologize for any inconvenience caused.   Sincerely   Cox Communications Executive Escalations 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.
As I stated in my previous letter, I was lead to believe that my rate was locked in for 2 years. I see that [redacted] explained the discounts in full detail and I understand that now. This detailed explanation was not presented to me when I agreed to sign on a 2 year commitment with cox. Therefore My request remains the same: For cox to abide by what they sold me from day one, the same discount both years. 
As for additions to my equipment, I did not modify my alarm equipment at the install date. I was sold the same amount of equipment prior to the install date. I was later informed that the rep that sold me the alarm equipment was terminated for false advertisement and falsified documents. I am still waiting for cox to make this right.
1. To not charge me for more than 1200 for all my alarm equipment
2. To lock in my cable contract for the full 2 years and refund me my overpayments.
Regards,
[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.
Over the course of 2 years Cox has raised my rates 30%+ and changed my the speed of the plan I purchased. They have done this with no regard to my agreed upon contracted plan. The rate and details of the plan should not change. I filed an FCC complaint and Cox obfuscated in their response. Cox indicated they can raise rates with 30 day notice. That is untrue. My service plan was for a short period discounted rate with a specified rate thereafter, not subject to being arbitrarily changed without agreement from all parties involved. At the time of service being initially purchased, there was no stipulation that rates or service would change beyond the expiration of the promotion rate. Cox changed my plan without my consent with regards to both pricing and the speeds for which I agreed to. Cox also indicated that ATT offers service in my area in a rebuttal to my charge of them wielding monopolistic price gouging powers on customers in my area. I contacted ATT and there are no similar broadband plans available in this area of Irvine. They indicated they would give me a courtesy "discount" for 1 year. It is only an attempt to bribe me from pursuing further action so they may continue their practices of illegally raising rates in a monopolistic enterprise, engaging in price gouging and ignoring the consumers that have no choice but to use their provided utility service. This is the second time I have complained on the Revdex.com, with no response as of yet to the previous.
I want the plan I ordered, with the speed I ordered, at the price I ordered, not subject to change until I either request different service or discontinue it. $47.99 per month for, I think it was 5 or 10 Mbps. The former plan details are no longer listed on their website, I only have billing information.
Regards,
[redacted]

10/01/16  [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 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 email or 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.  .   Robert S[redacted]   Executive Relations ###-###-####

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.
Sincerely, [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.
 
Please contact our third party collection agency regarding the write off balance from your closed Cox account. 
 
[redacted]   *  [redacted]
 
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]
[redacted]
 
 
Tell us why here...

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

the opportunity to serve your communication needs.  I am in receipt of your complaint letter filed through the Revdex.com in regards to your rates.  I have conducted a thorough review of your account and have determined the following:
Our records show that on July 10, 2014 you established Cox cable, internet and phone service.  You state in your complaint letter that you were quoted a monthly fee of $120.00.  This is your monthly rate prior to taxes and fees.  Cox would like to apologize if this was not explained to you.
As a result of your experience, we have applied a one-month service credit to your account in the amount of $138.73.  Again, we apologize 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]

We are sorry to hear that our customer has concerns regarding the pricing of their services. At Cox Communications we are committed to offering our customers the best products and services at the lowest cost possible.  In order to ensure that we deliver the best product and services we are...

unable to promise any customer a specific price point for their services for the life of their account.  Periodically, we offer our customers temporary discounts to their billing, as a way to show them that we value them as a customer; however these offers all have expiration dates. When reviewing our customer’s account we see that our customer called in on May 04, 2017 and spoke with our Customer Loyalty Team regarding their concerns.  Our customers choose to downgrade their telephone service and to continue with their current level of internet services subscribed.  Our customers choose to purchase their personal equipment on May 05, and have not reported any services related issues since.  Our loyalty agent issued an adjustment in the amount of $ 28.00 to our customer’s account for four months of this fee as a courtesy.  While reviewing our customers account we see that our customer has not reported any service related issues since April 21, 2016.  We invite our customer to give our technical support team a call at (504) 304-8444 so that we can ensure that their concerns are addressed.  Our technical support team is available 24 hours a day, 7 days a week. At this time we are unable to justify issuing any adjustments to our customers account.  Due to our customer not reporting any service or billing related concerns. We thank our customer for being a Valued Cox Customer, and look forward to serving our customer for many years to come.   Sincerely   Cox Communications Executive Escalations Team SE

We have attempted to reach our customer on several occasions regarding his concern of additional credits due on his account, to let him know that we have taken care of this matter.  We have left our contact information for the customer to return our call however he has not.  Our customer has been credited an additional $100.00 credit as he requested on last night through our field leaders.  We again thank our customer for choosing Cox Communications.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12538461, and find that this resolution is satisfactory to me. 
Regards,
[redacted]

We are sorry to hear that our customer is experiencing issues with their services.  When reviewing our customer’s account we have found that our customer has residential services.  Per the Acceptable Use policy which can be found on our website www.cox.com  “The Service is designed...

for personal, non-business related use of the internet and may not be used for commercial purposes”.  If our customer is using the services to work from home, as for a business our customer may want to consider changing their residential services to Cox Business Services.  Our customer does have a pending Network related ticket with our network team that is currently being reviewed.  We have sent a request over to our Network Leadership team to expedite the request so that we can ensure our customers services are up and working as expected as quickly as possible.  We will ensure to issue an adjustment to our customers account 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 Executive Escalations Team SE Tell us why here...