Cox Communications

Complaint: [redacted]
I am rejecting this response because:
Cox only offered for me to wait for my refund in the mail and in order to obtain that I would have to provide bank statements showing the payment had been taken from my account. I was also rushed to do this before 2/1/16 because after that date they would not send me a refund because the new statement would be printed. So they cant help a customer because of a statement? They have no way to override this? That is ridiculous!
I dont understand why they treat their customers this way. I have not answered their phone calls because their previous representatives were arguementative and not empathetic. 
I have no interest of hearing about them defending themselves for deducting my account an obscene amount of money and not getting it back to me once the mistake was seen!
Sincerely,
[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 with the Revdex.com in regards to your contracted services.  For your reference, I have attached your contract for review.
As indicated by the bold arrows, these services will incur an early termination fee if disconnected prior to the contracted end date.  If you make changes to the services with the hallow arrow, you will not incur any early termination fees.
Please accept our apologies if this were not correctly explained to you.  If you would still like to make changes to your service, you may contact me directly to assist. 
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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We are sorry to hear that our customer is experiencing issues with their services.  Upon receipt of our customers concerns we reached out to our customer and scheduled a time for our Escalation Technician to review our customers concerns. Our escalation technician went out at the scheduled...

time however was unable to check the levels at the pole due to unsafe weather conditions.  Our Executive Escalations Team member has reached out to our customer to check on the work the technician was able to complete and to schedule a time for the technician to go back out to address their concerns.  We thank our customer for bringing their concerns to our attention and for being a valued Cox Customer.   Sincerely   Cox Communications Executive Escalations SE

At Cox Communications ensuring a Great Customer Experience is our Number One Goal. Upon receipt of our customers concerns we reviewed our customers account and see that our customer called to report their issues to our corporate office on Aril 27, and has since worked with their assigned Executive...

Escalations Team to ensure their issues are addressed. Our customer’s assigned Executive Escalations Team member ensured that the credits promised to our customer was issued.  Our customer has their Executive Escalations Team Members direct contact information should they have any additional questions or concerns. We thank our customer for bringing their concerns to our attention and for being a valued Cox customer.   Sincerely   Cox Communications Executive Escalations SE

November 6, 2014
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 he had no...

other recourse than to contact the Revdex.com to get her concern resolved.  We apologize for the poor customer experience that she encountered.
Hello Consumer,
Thank you for affording us the opportunity to serve you. We have addressed your complaint and agreed that your internet problem is resolved.
After speaking to me on November 6, 2014 you advised me that we have resolved your technical problems. After reviewing your account we agreed to credit your account for the 3 months your services were affected. I removed your CSPP and the service call that was charged to you. The credit amounts were $60 for the service call and 221.97 for the 2 months of services. I also agreed to lower your monthly rate from $73.99 per down to 51.79 per month for 12 months for a total savings of $266.40 over the next year.
I also offered you a free modem router gateway from cox which retails for $129.00. Unfortunately, you decline choosing to keep the current equipment you have.
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
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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 the cable service billed to your account.  We have conducted a thorough review of your account and have determined the following:
Our records show that on September 20, 2013, you visited our local retail center and requested to disconnect your telephone service and install Cox cable as well as add home networking service.  At that time, the Cox representative provided you with a cable box and modem router combo. 
You contacted us on May 23, 2015 to dispute the cable charges.  At that time, your cable service was canceled and you were advised of the unreturned equipment charge if t was not returned within 7-business days.  Notes on your account indicate that you were disputing the equipment charge as you state you never received it.  Cox conducted an investigation which included searching for the equipment in our warehouse and are unable to locate the outstanding equipment.  Based on this information, we must respectfully deny your request to have the equipment charges removed.
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]. [redacted]
Executive Office of the Regional Manager
Cox Communications, California
[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 we charged you for an internet upgrade installation fee of $60.00 on July 14, 2014.  Per our conversation on July 21, 2014 your account has been credited the installation fee of $60.00.  Please be advised the credit will be reflected on your August statement. 
 
I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 5:00pm, Monday through Friday.
Best Regards,

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 in regards to your internet service.  We have reviewed your account and have determined the following:
Our records show that on May 28, 2014 you installed Cox High Speed internet service.  You selected to do a self-install as opposed to having a technician come out and professionally install your internet service.  You state in your complaint letter that a Cox tech provided you with an outdated router.  In reviewing your account, we do not show that a technician was dispatched to your home during or after this install.
Our records further show that you subscribe to Cox Tech Solutions 24/7 technical support.  When you contacted them on May 28, 2014 they informed you that the modem was outdated and you needed to contact the manufacturer for additional support.  Unfortunately, since Cox has no record of you purchasing this router, we will not be able to assist.  If you are able to show proof of purchase, we will reconsider our decision to provide you with assistance.
Based on this information, at this time, we must respectfully deny your request to have a replacement router sent to 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, [redacted]

Good morning [redacted],  Thank you for reaching out to me this morning in regards to your Revdex.com Case# 12119460 complaint that you had filed on 4/23/17.   The case was in regards to the intermittent Internet outages that you have been experiencing since March 2017 thru April...

2017.  First off I want to apologize for any frustrations that you have experienced during this time. I am humbled and appreciative that you have allowed Cox the opportunity to come out and fix the issues.  Through the troubleshooting and Field Tech Maintenance visits, Cox had discovered that there was noise on the line.  This has now been corrected and we believe has cleared up not only the issues at your location, but also some of the issues at other surrounding locations including your home.  Thank you for bringing this to our attention.  We would not have known this egress and interference was happening.  Since you have been on the road, I had a chance to speak with some of your staff.  Although they have not been experiencing anymore issues at this time, I still wanted to make sure that you can validate that.  We have agreed that even though we are closing the Revdex.com case on our end, I still would like you to hold on to my number for a few weeks to see how the service continues.   Should you come across the same issues with the Internet intermittency, please feel free to call or email directly with your concerns so that we can dispatch a tech to come back out.  Also if there are other concerns that needs to be addressed, please feel free to list them as well.  As a courtesy, I have issued a credit for time out of service from 3/19-4/19 in the amount of (-$194.00). As of today, you currently have a credit sitting on the account in the amount of (-$77.60).  Again, thank you for allowing Cox the opportunity to resolve your concerns.  There will be no further action on your part except to let me know if your issues arise again.  I will update the Revdex.com case from our end.  If you have any other questions or concerns, please feel free to reach out to me via this email and/or via phone.     Stay Humble, Stay Happy! Aloha 2017! [redacted]   Customer Resolution Specialist II

We are sorry to hear that our customer is experiencing issues with their services.  Upon receipt of our customers concerns we reached out to our customer to apologize for any inconvenience caused, to supply our customer with their Executive Customer Relations Team Members direct contact...

information, and to re-confirm our commit to getting our customers concerns addressed as quickly as possible.  Our Executive Escalations Team member has drafted an action plan and set our customers’ expectations to the steps that we will take to get their issues resolved.  We thank our customer for bringing their concerns to our attention and apologize for any inconvenience caused by their service issues. Sincerely  Cox CommunicationsExecutive Escalations Team SE

I can not accept the response to resolve the complaint. The response doesn't provide a resolution to the problem. In order for me to accept the response it would have to include the following 4 issues:
Receivers (HD Receivers is the agreement)
Essential TV (The channel line up of Essential TV)
Billing Errors fixed
Never Provided Service Ordered (Starter Package provided. I didnt want that package, why should I be charged the Essential rate)
I do appreciate your cooperation in the attempt to resolve my complaint, but,  you have only offered me 1/4 of a resolution. I still haven't been provided the Essential TV channels and unable to exchange the digital receivers for HD receivers. 
Revdex.com:  
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.
Regards,
[redacted]

We received and reviewed our customer’s complaint.  Our team had received this same complaint when our customer lodged it to our corporate office.  In fact, we had referred the issue to the FTS tech and the Field supervisor our customer mentioned in his complaint. Our FTS tech has advised...

that he returns our customer’s call every time he receives a message from him.  According to our tech, our customer never answers.  Our FTS tech also advised that the problem that our customer reported is never occurring when we are there.  Also, our customer has not been able to show our guys any recordings on which the problem is occurring. Our FTS tech remains available to assist our customer.  We invite our customer to contact our tech when the problem is occurring so that our tech can address it. We would like to apologize for any inconvenience that our customer has experienced as a result of this issue.  We would also like to thank him for being a valued Cox subscriber for over 29 years.  Respectfully submitted, Cox Executive Escalations SE Team

We would like to thank [redacted] for taking the time to file her concern. Upon receipt of this complaint, Cox has spoken with [redacted] and addressed her concerns.

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 your webmail service. 
Cox is pleased to announce that on June 16, 2015, Cox...

installed 4 new email servers that appear to have resolved the intermittent webmail issues our customers have been experiencing for the past few months.
Please note that webmail is an incentive to our customers that subscribe to Cox High Speed internet.  Cox does not charge a monthly recurring rate for webmail.  However, we understand that these technical issues have caused you great frustrations.  As a good faith gesture, I have applied a one-month credit towards your internet service.  This credit will reflect on your next billing statement.
Respectfully,
 
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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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 that your monthly billing statements are printed each month. I am unsure why you are not receiving your statements.  Have you attempted to view your Cox statements on the Cox website?  However, at this time, I have attached a copy of your August, September, October, and November statements. 
 
I reviewed each Cox statement to make sure there were no late fees charged onto your account.  Due to the inconvenience I have applied a $50.00 courtesy credit onto your account. 
 
If you are unable to view your Cox bill online and/or receive your December statement in the mail, please feel free to contact me, directly, regarding this matter. 
 
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]
 
 
Tell us why here...

We are sorry to hear that our customer had concerns regarding the installation of a filter. Upon receipt of our customers concerns we reached out and spoke with our customer, who stated they have since realized the Tivo was not what they were thinking it was and asked for us to please disregard the...

Revdex.com Complaint. We thank our customer for bringing their concerns to our attention and for being a Valued Cox Customer.   Sincerely   Executive Escalations Team SE Cox Communications Tell us why here...

Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs.  We are having difficulty locating the account referenced in your complaint letter to the Revdex.com.  If you would please provide the account number or the service...

address, we will review your concerns and respond accordingly.
We look forward to hearing from you soon.
Respectfully,
[redacted]
Executive Office of the Regional Manager
[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 through the Revdex.com in regards to your recent internet order.  I have reviewed your account and our current internet promotions and have determined the following:
Our records show that the campaign that you reference in your complaint letter requires you to sign up for Advanced TV in order to take advantage of the $19.99 monthly internet rate.  Our records do not show that you have Advanced TV.  Therefore, your account is being billed the standard rate for the level of internet you subscribe to.  I have provided a link to this offer below for your reference.
[redacted]
Based on this information, Cox must respectfully deny your request to have the rate reduced to $19.99 per month.  If you would like to take advantage of the discount that was offered to you by our Sales team ($34.99 for 3-months), please contact me directly and I will be sure to have your account adjusted accordingly.
Mr. [redacted], 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.  My office hours are 7:30am to 4:00pm, Monday through Friday.
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 find that this resolution would be satisfactory to me only on the condition that my internet service remains uninterrupted due to DNS (Domain Name System) server unavailability. 
Naturally, there are factors outside the control of Cox communications (weather, falling tree branches, careless digging) which can cause interruptions to the service and I accept that those events are unavoidable risks, and I cannot hold Cox responsible in these instances.
Regards,
[redacted]

We are sorry to hear that our customer has concerns regarding their cable services.  Upon receipt of our customers concerns, we reached out to our customer who confirmed our field service team has come out and resolved their concerns with their cable services. Our customer has reported,...

however that her concerns regarding her alarm system has not been addressed. We have reached out to the field leadership team who will be reaching out to our customer to schedule a time to review her damage claim.  Our customer has our Executive Escalations Team members direct contact information to ensure a quick resolution, and a great customer experience.  We thank our customer for bringing their concerns to our attention and for being a Valued Cox customer.   Sincerely   Executive Escalations Team SE Cox Communications