Cramer Electrical Contracting Inc

The customer is disputing a built in Price Stwhich caused his monthly rate to increase from $to $Price Step-Ups are standard and generally occur during the second months of the customer’s Service AgreementAccording to section of the customer’s Service Agreement, if the
promotional rate ends or changes before the Service Agreement expires, Cox will not charge the customer more than Cox’s published regular month-to-month, non-promotional rates in effect for his local franchise service areaOur records confirm that the customer agreed to the $increase during month of his Service Agreement when a member of our Executive Resolution team spoke with him on November 15, On December 7, 2017, the Resolution Specialist discussed the customer’s current rate and explained he has the best discounts currently available to him for his current level of serviceThe Resolution Specialist provided options for downgrading his service with new discounts, but the customer declined making any changes at this timeThe Resolution Specialist also offered to make a one-time exception and waive the Early Termination FeeAs we know the customer’s time is valuable, we apologize for the inconvenience causedIn the event the customer decides to make any changes, he should contact the Resolution Specialist directly at the number provided to himSincerely, Cox Executive Resolutions team

We were able to reach Mrs*** yesterday They actually went back out to the house yesterday and they were able to discuss the resolution We will be working with the customer to get the repairs done

This matter was escalated to our Maintenance Leadership teamAnd on August 11, 2016, we confirmed that the service issues he had been experiencing were cleared, and that his signal levels are goodDue to his inconvenience, we have applied a credit of $(includes taxes) as reimbursement for
one month of TV serviceWe ask that he please allow up to hours for this adjustment to post to his accountCox apologizes for the inconvenience and appreciates the customer’s patienceShould the problem resurface, we ask that he please contact his designated technician at the phone number provided to himSincerely, Cox Executive Resolutions team

Cox Business Services has contacted the customer via email and explained the following informationCox will allow the customer to make payments on the balance of $However, until the balance has been paid in full, the services cannot be restoredOnce the balance has been paid, Cox Business Services will be able to restore the services and reverse the early termination fees as previously advisedIf the customer chooses not to make the $payment for the services already rendered, then the balance for those services and the early termination fee (totaling $2684.18) will remain on the account as a write-off and will remain with the Collections agencyAs the customer only made one payment to Cox over the entire life of the account from October through February 2015, we are unable to make any additional accommodationsThank you again for allowing us to address our customer's concern

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

This is in response to the customer’s concerns
A member of our Cox Business Care team was able to accommodate the customer’s request by rectifying a credit to his account
We apologize for any inconvenience this may have causedShould the customer have any further questions or concerns, we
ask that he contact our Cox Business team at ###-###-####
Sincerely,
Cox’s Executive Resolution team

We apologize for the service issues that the customer experienced, as well as not being told about the fee associated with her service visitAs requested, we have reimbursed the $service fee to the customer’s accountWe ask that she please allow up to hours for this credit to reflect on her
account Cox’s records also confirm that on October 4, 2017, customers who only subscribe to Cox’s Internet service and were not in a 24-month service agreement experienced a rate increaseThis was notified to the customer on her Cox statements dated October 1, and November 1, As a courtesy, we have applied a 12-month discount to the customer’s account to reflect a new monthly rate of $This change was backdated to the start of her current bill cycleAs with her former rate of $59.99, her new price point of $is also subject to any rate increases that may become effective during this 12-month periodWhen her discount ends in December 2018, her monthly rate will revert to its non-promotional/retail rate Her remaining balance due for her Cox statement dated December 1, is $Should the customer have any further questions about the information above, we ask that she please contact our Billing team at ###-###-#### We appreciate the opportunity to respond to the customer’s concerns Sincerely, Cox Executive Resolutions team

I would like to receive copy of the response you sent to the FCC via mail(As I never received it)I would also like to have any ticket numbers relating to the node split and the master ticket with work plans/eta of the node splitI do wish to work more closely with you guys but I can never get through through support, exec, and local supportAt the current time I just receive grossly estimated timelines of when the node split "might" happen and when that timeline passes I receive another estimationI've never got any clear cut plans of anythingI just want more information because if you look at the image bellow and tell me that whats going on is right then I don't know what more to say I've attached an image of my speed at night this was 5/17/9:35PM Eastern Time "Hi ***,Your Ticket No*** was served on your carrier for its review and responseYour carrier has provided the FCC with a response to your complaintYou should receive a copy of the response from the carrier within 7-days via postal mailAs such, no further action is requiredYour complaint is closed.We appreciate your submission and help in furthering the FCC’s mission on behalf of consumers

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** ***

Upon receipt of the customer’s complaint, a member of Cox’s Executive Resolution team contacted the customer to address his concernsBased on our findings, we were able to reach a mutual solution with the customer
We apologize for any inconvenience this may have causedAnd we appreciate
the customer’s understanding and willingness to work with us
Sincerely,
Cox’s Executive Resolution team

What about the deposit I had to put up before getting services? Surely that covers some (if not all the balance)? As a woman, single, low income on section SURE LYALL Cox Cable can have more compassionThe fact the service technician lost the Box or somehow it didn't make it to the warehouse it's not my fault so taking that off is really just Justice in my case however I believe Cox could show some compassion given the time and the bad way I was treated by what they call customer service representativeskills, did I not pay a deposit before having a service put in so shouldn't that deposit cover some of this I lost absolutely everything I had in a flood I called Cox more than once to come pick up their modem because I was unable to drive never once did they pick up their modem of course if they had I'd probably be charged for that seeing their service technicians can't seem to get them where they need to go
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

A member of the Executive Resolution Team has contacted the customer in reference to their concernThe customer requested the Easy Pay Payment to be cancelled but the pending payment still processed
Cox records indicate the customer called on 11-6-and requested for the pending payment and
the planned Easy Pay program to be cancelledThe Account Services Representative she spoke with cancelled the Easy Pay program, but failed to cancel the pending payment
We have coached the involved agents so as to avoid a similar mistake from happening in the futureShould the customer have any related questions or concerns about the matter, she can contact the Resolution Specialist at the number provided
We apologize for the inconvenience, and we will continue to strive to provide our customers with the best service possible
Sincerely,
Cox’s Executive Resolution Team

We apologize that the customer’s issue was not resolved after the first appointment on July 23, We can confirm that on July 24, 2017, a second Field technician was dispatched to the customer’s homeThe technician confirmed that the service was working at the time of the visit, but as a
precaution, removed a filter from the main line coming to the houseAll of the signal levels were within specifications and there were no other issues foundThe Resolution Specialist spoke with the customer after the appointment and confirmed she had not experienced any repeat issuesThe Resolution Specialist applied a month credit to her account for the issues experiencedWe apologize for this inconvenienceAnd we appreciate the customer bringing this matter to our attentionSincerely, Cox Executive Resolutions team

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

Since his date of activation on 08/02/2016, three Cox statements have generated totaling $The following reflects his monthly charges, excluding the installation charge and late payment fees that were credited: 08/02/2016: 54.99 (Due by 08/24/2016) 09/02/2016: 54.99 (Due by 09/24/2016) 10/02/2016: 54.99 (Due by 10/24/2016) On 07/30/2016, we received his payment of $Therefore, the $that is due is the remaining monthly charges for his Internet service from August to October Now that autopay is in effect with a pending draft date of 10/24/2016, the customer is no longer past due, and is not in risk of his services being interruptedOnce this payment drafts in full on 10/24/2016, his account will reflect a zero balance until his next bill print on 11/02/ We apologize for any confusion this may have causedIf the customer has any further questions, or if he can provide proof that additional payments were made to his Cox account, we ask that he please contact our Billing team directly at ###-###-#### Sincerely, Cox Executive Resolutions team

Cox Business Services has previously explained the balances and as a courtesy also issued additional credits per the customer's requestCustomer contacted Collections and made a "promise to pay" and the payment was never madeCox Business Services originally waived the Early Termination Fee(ETF) the first time and this time the ETF is valid due to her contractual agreementThe current balance on the account is $which includes the ETF feesHowever Cox Business Services will consider removing the ETF fee again if she pays her balance in full minus the ETF feeThe total payment necessary is $Please have the customer contact Cox Business Services if she wishes to address this furtherThank you
Cox Executive Resolution Team

We appreciate the opportunity to respond, and we apologize once again that she’s still experiencing issues with her internet serviceAs mentioned, the customer will be contacting Cox to schedule a service call so we can work to resolve any lingering technical issues
Regarding the customer’s concern about not receiving her local channels, if she does not wish to subscribe to any of our cable packages, she can receive free over-the-air channels by purchasing an antenna/digital tuner from a third party
Sincerely,
Cox’s Executive Resolution Team

I have reviewed the response made by the business in reference to complaint ID ***, 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,
*** ***

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I find the response not a solution to the problem. I think it is a band aid on a bigger issue. Where else would the wifi go.....especially if the cable has to be connected to the router? Again, I do not think this is a solution. When the technician ran tests without the router on or attached, there were varying results (poor line stability). It is not the equipment or where the equipment is located....it is the servicein I have not heard from Cox in two weeks
Regards,
*** ***

We apologize that the customer’s services were not cancelled when requestedHowever, we can confirm that her services were disconnected on July 21, In accordance with the customer’s request, we have adjusted the remaining balance due to reflect a zero balanceWe ask that the customer please
allow up to hours for these adjustments to post to her accountWhile we regret losing a valued subscriber, it is our hope that we will be able to service the customer again in the near futureSincerely, Cox Executive Resolutions team