Cox Communications

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 in regards to your services being disconnected.  After a thorough review of your account, I have determined the following:
Our records show that on January 19, 2014 your services were disconnected for nonpayment.  Cox allows customers 7 business days to return equipment prior to equipment charges being added to your account.  Our records do not show the equipment was returned during the allotted time.  As a result, you were billed $122.00.
On February 3, 2014 you spoke with one of our customer service reps to inform them that you were promised 2-months of service credit due to previous service concerns.  At that time, you were issued a credit in the amount of $487.65.  This credit brought your account current.  However, due to the excessive delinquency on the account and returned check payments, you were required to pay a deposit to reinstate service.
On February 6, 2014 you paid the required deposit and your services were reconnected. 
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]
Office of the General Manager
Cox Communications, California
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Cox CT employs a "retention department" scheme to try to talk customers out of leaving their service when you call to cancel service. In my case, they kept me on the phone for 40 minutes before I could get the very nasty representative to transfer me to a supervisor. Their rates have gone up disproportionately vs. other services. I have moved to [redacted] which offers a lower price and many more stations than Cox and free (included in price) DVR's. [redacted] has a 3 year price lock. Under Cox, They wanted to raise me from over $56/mo to over %90/month, quite outrageous.
I would NEVER recommend anyone to sign up with this unethical firm (Cox). I was a customer for 28 years! The treatment I received was incredibly rude and inappropriate.
I would suggest that the Revdex.com make this information widely available.

Dear Mr. [redacted],
Thank you for taking the time to...

briefly speak with me in regards to your Revdex.com complaint.  I have reviewed your Cox account and have determined the following:
Our records show that on October 16, 2014 you agreed to our Cox bundle package for $89.99 per month (not including taxes, fees and equipment rental).  This bundle included “Advanced” cable and Essential internet.  In review of your account, it appears that you subscribe to services outside of what is included in the $89.99 bundle.
Our records show that you subscribe to a higher tier of internet (Preferred) as well as premium cable channels (HBO and Showtime).  These additional services increased your monthly recurring charges by $64.54.  Again, this rate does not include the equipment rental fee of $19.99.  Although Cox is accurately billing you for the level of service that you subscribe, you have been provided with goodwill credits totaling $364.87 in hopes of restoring your faith in us.
Mr. [redacted], Cox would like to apologize if these additional charges were not explained to you at the time of install.  We will share this with the appropriate organizations within Cox that are responsible for ensuring our customers are provided detailed information to assist with their buying choices.
You also state in your complaint letter that you are experiencing technical issues with your cable service.  As you stated the boxes have been exchanged multiple times.  If you would like, we can have a member of our field service staff come to your home to thoroughly troubleshoot your service concern.
Based on this information, it does not appear that there is a billing error.  You may contact me directly with any additional questions and/or concerns regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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We are sorry to hear that our customer has unresolved billing concerns. Upon receipt of our customers concerns we reached out to our customer and our customer explained to us that all issues are resolved.  With the exception of the promise to receive one mini box free for 12 months.  We...

have placed a ticket with our IT Team to ensure our customers concern is addressed accordingly. We thank our customer for bringing their concerns to our attention, and for choosing Cox Communications.   Sincerely   Cox Communications Executive Escalations Team

Dear [redacted],
face="Calibri">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 our recent price change in March 2015.
You state in your complaint letter that Cox had a planned speed increase for our internet customers and you were advised that this increase would not affect your billing.  Cox did increase internet speeds on February 12, 2015 however, we have no record of you contacting us during this time.
On March 12, 2015 you contacted our technical support team to report that you were not getting the increased speeds.  At that time, you were advised that it could be your modem and if replacing your modem did not resolve the issue, we would need to send a technician to your home.
On March 18, 2015, you added a new modem to your account.
On April 15, 2015, you contacted our customer service team inquiring about the increased rate of your internet.  At that time, you were advised that customers were notified 30-days prior to the rate increase of the rate change.
On May 11, 2015, you contacted our customer service team to discuss the monthly rate for your internet service.  At that time, you were given a 12-month campaign that provides you with 10% off of your monthly internet rate. 
Cox would like to apologize if you were not reminded of the rate change during your calls to us on March 12th and 18th.  However, as previously stated, we did notify customers via their monthly statements.
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]
Executive Office of the Regional Manager
Cox Communications, California
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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.Well the dates are not actually accurate because the customer did not document all of the calls, and you are not accounting for the fact that when the signal strength is poor, the internet did not work as well, which means I had to pay extra to get verizon wireless data to complete my online courses for schooling, which cost me an extra 50 dollars a month, so I think you should have accounted for that in your pricing and refund, and all of the time I took off of work, and the fact that we had to repair the roof 2 times because they stomped around up there even after I asked them to please be respectful of that, and I could have explained all of this if you had ever actually contacted me and we were able to speak together on this. I have had cox cable for 20 years at all of my residence and until the last 2 years I have never had a more discouraging experience with service, customer service, management lacking follow through, and having to take so much of my time calling, waiting on cox cable to come out, 3 times in one day, including a supervisor who had no idea what he was doing and made everything worse. I am quite disappointed and unsatisfied that this is the proposal you have come to and that you still didn't bother to take the time to call me and speak to me as a person, to explain all of the hassle and trouble I have gone through.  It rained on my bed twice after they got on the roof and stomped around claiming they fixed the problem and left and brought the same junky old replacement box,, and I had to steam clean my bed twice because they ruined the roof.  I don't really know what to say about this.  I guess there is nothing more I can do about this, and the lack of being responded to via phone to go over this, is extremely unprofessional.  I am a busy person as well, but the courtesy you stated to speak with you was not followed through. And to offer me roughly 350$ as credit for a duration of 6-8 months of cable and internet not working 90% of the time is really shocking.
Regards,
[redacted]

Dear Revdex.com,
Cox...

Communications is responding to the complaint filed with your office on 11/5/2015 and assigned the complaint ID of [redacted].
On October 23, 2015 our customer incurred a returned payment fee from Cox Communications due to a payment being rejected from our customer’s financial institution. We have spoken to the customer and have agreed to credit the returned payment fee as a one-time courtesy. Our customer is satisfied with the resolution and no further action is needed.
Sincerely,
Cox Communications Executive Resolution Team

We are sorry to hear that our customer has concerns regarding their billing.  Upon receipt of this customers concern our Cox Business Leaders reached out to the customer to address their concerns.  We found no request in our system where our customer requested to have their services...

disconnected.  As a courtesy we have credited the Early Termination Fee ($4,024.07) to the account, as well as issued a credit for being inconvenienced when we had to swap out equipment earlier in the year($74.98).  We have educated our customer that they will need to return all equipment, and the remaining balance after the return of the equipment will be the balance due on the account.  We apologize for any inconvenience our customer experienced, and thank our customer for allowing us the unique opportunity to serve them through this venue.Cox Communications Executive Customer Relations SE

face="Calibri">Dear Mr. [redacted] ,
 
Cox would like to take the opportunity to address your complaint letter with the Revdex.com as we have addressed with your complaint to the FCC.  Our records show that you contacted our Cox technical support on September 5th and 6th to report slow speeds.  It was explained to you that your personal modem (not a Cox rental), needed to be upgraded in order to achieve the advertised speeds for the Preferred internet that you subscribe to (50 Mbps down 5 Mbps up). 
 
Mr. [redacted], our records show that you have had the same modem on your account since your internet install on 4/28/2011.  In addition, prior to your complaint letters, your last data trouble call was 8/6/2011 when the drop (outside cable) was replaced. 
 
As mentioned in our response to the FCC, I personally left you 3 messages to return my call.  If/when you return my call, I will arrange for a technician to go out with a test modem to validate our recommendation of a new modem purchase..
 
Please let me know if you need any additional information.
 
Respectfully,

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11787708, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
It took far too long for you to reply to the complaint, and the service in our area is still bad. The customer service representatives, 3 out of 4, were not helpful at all. They either failed to do what they said, or flat out lied to get us off the phone. If there was another company in our area that had a similar service, we would be their customer right now. You have a monopoly and you know it, so it does not matter how you treat people. If we want internet, we have to go to you or just hope someone else's technology improves and becomes practical. I want this incident on record so that others can see what you are doing.
Regards,
[redacted]

We are sorry to hear that our customer has concerns with poor internet speed and reception. Upon receipt of our customers concerns we reviewed our customers account and found that they first reported issues with their data services on December 26, 2017.  At that time, we see our...

customer reported someone had told them they had the incorrect modem on their account.  At the time, our customer reported issues with their services they were using a Cisco DPC 3825 with their data services.  The modem is an 8x4 channel bonding with speeds of up to 150 MBPS on a wired connection.  This equipment does have the capabilities to give our customer the speed in which they subscribed. Reviewing our customers data usage over the last 90 days they have used more than 400GB of data each month.  Our customer was promised by our technical support team that we would apply an adjustment in the amount of $144.00 to the account for the issues he experienced.  Although there were no reported issues before December we will apply this adjustment since the adjustment was promised by our agent, however we are unable to justify any additional credits on our customers account. We see that the network ticket regarding our customers service issues has been resolved.  If our customer is still experiencing issues with their services we invite them to give our technical support team a call at (504) 304-8444. 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 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 residential and commercial account.  I have conducted a thorough review of what you have requested and have determined the following:
Our records show that on June 28, 2003 you established residential cable and internet service.  A modem was and still is assigned to your residential account.
On October 13, 2010 you established your commercial account "24-Hour Emergency Glass."  The services you selected were Business Internet and Phone.  A modem was and still is assigned to your commercial account.
You state in your complaint letter that you have requested for both accounts to be billed on one Cox statement.  Unfortunately, due to the difference in taxes and fees, we are unable to honor this request.  Our billing system is not designed to separate the difference in taxes onto one billing statement.
You also state in your complaint letter that Cox has overbilled you for internet service.  As a result of our records reflecting two modems assigned to your account, we have billed you accordingly based on the level of service you subscribe to.  If you have physically disconnected one of the modems, please contact me directly so that we can update our records.
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]
Office of the General Manager
Cox Communications, California
858-836-7319

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.  We have conducted a thorough review of your account and have determined the following:
Our records show that we have received 4 trouble reports from you this year in which 2 were canceled prior to the technician coming out.  Prior to these 4 trouble reports, the last report was December 16, 2012.
You state in your complaint letter that you are requesting reimbursement for payments made within the last 12-months.  Based on your account, history, we must respectfully deny this request.
However, as a good faith gesture, Cox has applied 2 months service credit to your account totaling $538.92.  This adjustment will reflect on your next billing statement.
Please accept our apologies for the inconvenience we may have caused you and your family.  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
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We are sorry to hear that our customer has concerns regarding the way our customer received their refund for equipment returned.   While we understand that our customer would like the refund placed back into their bank account, this is not the way this type of refund is issued.  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.It's regrettable that Cox cares more about making a few extra bucks rather than being honest with their long term customers. Unfortunately this is the consequence of holding a monopoly in the cable business for our area.
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 with the Revdex.com in regards to your Cox video service. 
You have provided sufficient details outlining your technical experience with our Contour service.  in reviewing your account, it does appear that you have had several trouble reports and technicians to your home since November 2014.  You have requested that Cox reimburse you all payments towards your video service since November in the amount of $1000.46.  Unfortunately, we must respectfully deny your request.  As you were able to enjoy the cable service however the communication between boxes continued to fail.
Our records show that since May 2015, you have been issued credits totaling $461.95.  As a good faith gesture, I have applied an additional credit of $250.00 to your account which will reflect on your next billing statement.
Mr. [redacted], please accept our apologies for the inconvenience we have caused you.  I am available for any additional questions and/or concerns you may have regarding your Cox account.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Revdex.com:
Please forward my letter to Ms. [redacted], COX Communications, below.
--------------------------------------------------------------------------------...⇄ /> 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 respond to the issue stated below and, if it does, will consider this complaint resolved.
--------------------------------------------------------------------------------...⇄ /> Dear Ms. [redacted],
Thank you for your prompt response of February 25, 2015 to my complaint submitted on February 23.
Just to set the record straight, I did not request paperless billing on November 24, 2014.
Since online billing first became available years ago, my wife and I have refused to sign up or accept that type of service and, whether we are considered an anachronism or not, feel strongly that mailed statements have saved us time and grief over the years. 
Upon initiation of service with COX, on September 25, 2014, it was established that billing would be carried out by mail. As I recall, an unsolicited feature was the appearance of a "doomsday-clock-of-sorts" in our [redacted] online BillPay service that counted the days until the "trial" of paperless billing would end (60 days). I did not think it appropriate that COX and [redacted] had that kind of arrangement to "pop up" something into my [redacted] account service, but I had no way of stopping it. What I obviously did not know is that on "doomsday" the paperless billing would start, whether I wanted it or not. I consider that this software problem is abusive, and believe COX must correct it.
Two mailed statements were missing, not just the January one which your representative provided by mail after my phone call of February 18. By the time that I made that phone call I had submitted two e-mails through your internal "Contact Us" system. Neither one was answered. This lack of response to written messages submitted through your company established system, and finding during my second phone call (on February 25) that my account was still on paperless billing motivated my complaint through the Revdex.com.
I accept your assertion that the statement option has been corrected to "mailed", rather than "paperless".
Please follow-through with the issue of the lack of answer to customer e-mails.
Respectfully,
[redacted] **

Dear Revdex.com, Cox Communications is responding to the complaint filed with your...

office on 8/24/2015 and assigned the complaint ID of [redacted].
Cox communications has completed our investigation of this complaint and found that the procedures used to notify customers of an outstanding balance after an account has been closed were not fully followed. The final statement was generated as normal and sent to the address we had on file, however; after payment was not received there was a delay in subsequent attempts to notify the customer.
Due to the circumstances mentioned above, Cox has removed the outstanding balance on the account and recalled the information from the 3rd party collections agency.  The 3rd party agency will notify the credit bureaus that were made aware of the collections activity that the information has been recalled by Cox.
 
Sincerely, Cox Communications Executive Resolution Team

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.
 
On your original complaint to the Revdex.com you stated that you moved to a non-Cox serviceable address on November 1, 2015 and you were unable to cancel your Cox services due to a 2 year contract. Our records show that you did not call into Cox requesting to cancel your services and you were also not on a 2 year Price Lock Guarantee ([redacted]) contract. Please be advised if a Cox customer was on a 2 year [redacted] contract, they can cancel at any time, however, an early termination fee would be charged onto their Cox account. .
 
[redacted], you were initially placed on non-pay disconnection status on October 10, 2015 however you made a payment the following day and your account was automatically removed from non-pay status. On December 10, 2015 you were placed on non-pay disconnection status, again, however you made a payment on December 10, 2015 and you were automatically removed from non-pay status.
 
Our records show on February 17, 2016 you called into Cox inquiring about your bill and there are notes indicating that you asked to speak with a manager or supervisor regarding your billing charges. Plus, there is no records showing that you requested to disconnect your Cox services, however, you wanted to speak with our Loyalty/Retention department but you were advised they were closed for the day.
 
[redacted], at this time, you have an unpaid balance that is owed to Cox.
 
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]

We have read our customers rebuttal and at this time we do not have anything additional to add. We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused to our customer.   Sincerely,   Cox Communications Executive Escalations Team SE