Dear Ms***,
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 and would like to respond accordingly.
Our records show that on November 13, 2014, you
requested to transfer your internet service on December 1, 2014. Prior to your services being transferred the campaign that provided you with $off of your internet service expired (10/13/2014). This was a 12-month campaign that was added October 14, after you contacted us in regards to our rate increase.
On November 29, your internet service was installed at your new address and your cable was installed on December 1, 2014. You state in your complaint letter that you were offered cable service for $per month with equipment included. In addition, you were offered free installation. Our records indicate that the installation fee of $was credited to your account on December 12, 2014. In addition, we submitted a request to have the campaign for the free equipment rental updated on your account. This billing error should be corrected by your next bill cycle
Ms***, I would like to apologize on behalf of Cox Communications for the multitude of errors that we made in transferring your service. As a good faith gesture, I have applied a (one) month service credit to your account in the amount of $81.78.
Again, we apologize for your experience and are hopeful that we can regain your trust as your service provider. 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,
*** ** ***
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attached the documentation that was shared with me when I met with *** ***, a letter stating what transpired, a statement of my payments to Cox and documentation that I had paid what was requested of me on the phone prior to my complaint with Revdex.comPlease note the numerous changes in amounts in the statements compared to what I was verbally asked to pay as well as the huge jump in payment from December to January when I had only added $worth of services(Please exuse the pages in my attachment that we were not clear)He shared with me that he had absouletly no idea why we were meetingHe said to me, "Are you confused with reading these statements?" I shared with him that I wasn't and that the reason I was to meet with someone was to have in writing an updated itemized account of what actually has transpired rather than the bill statements that I already had from CoxSince it was shared with me by *** ** *** that she would assist me in setting up this appointment so my concerns could be clarified by someone in person, I did not feel it was my place to sit in a store in an uncomfortable chair, in front of other customers to share private details of what had already been discussed in my complaint to Revdex.com and with Cox communicationsI had been given the impression by Revdex.com and *** * *** that I would be meeting with someone that would be prepared for our meetingHowever this was not the caseI was met with someone that was not prepared, informed, and made an uncomfortable situation even more uncomfortable by making me out to feel incompetent in not understanding how to read my bill statement from CoxIt is appalling that a company like Cox would continue to treat a loyal customer so disgracefulI have been an eduactor for the last years and have had to deal with the community as a Special Education Teacher on a daily basisThe way that I have been treated by Cox in this matter is incomprehensible when dealing with consumersThis type of behavior should not be toleratedI had given *** ** *** a chance to rectify this situation after meeting with *** *** at the Santee Solution Store yet she did not take the time to return my call to understand what had transpired during this meetingWhen I met with *** *** he was apologetic that he was not given more information from *** ** *** on how to help me resovle my concernAs I have mentioned above, if I had been treated with even the slightest bit of respect with my concern the outcome could have been different yet sadly this was not the case.So, I do not accept the response by the business to resovle the compalint since nothing was done on thier part
Regards,
*** ***
Revdex.com:
I have reviewed the response 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
Dear Ms. ***
I did not receive the email you sent with response from *** *** prior to your email of the case being closedI have not resolved this issue yet with Cox, and hope they can offer me a promotional offer that is reasonable after the promotions end on Nov15thI understand the promotions they gave me are ending, but they are not acknowleding the promotion that was given to me by Heather in their office billing dept, who has been there for a long timeShe promised me on June 2, my bill would be $till June 1st That would include the cox tv economy at $24.99, HBO, high speed internet essential at $+ $upgrade to preferred, and cox digital telephone premier at $Again, I have been a long time customer for years, and hope they will keep their promise for that rateI will also call them on the 15th to see what they have to offer in promotions
Thank you,
*** ***
Dear Mr***,
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 a Cox promotion you have taken advantage of
To resolve your service
concern, Cox has issued a credit to your account in the amount of $100.00. This amount is equivalent to the amount of the gift card you have been inquiring about. In the event you should receive the gift card, please accept it as a good faith gesture from Cox. We understand this has caused you great frustration
Mr***, 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,
*** ** ***
Executive Office of the General Manager
Cox Communications, California
Dear Mr***,
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 request to cancel service. I have conducted a thorough review of your account and I have
determined the following:
Our records show that on April 9, 2014, cable, internet and phone was established for *** ***. Ms*** agreed to a 2-year contract which locked her Expanded cable, Internet and Essential phone in at a set rate. Cox provided Ms*** with the attached contract details which were included in her first billing statement. Cox does not have record of Ms*** disputing this contract
Based on this information, if any of the contracted services are removed, the account is subject to early termination fees. However, if you are able to provide copies of your military order, the early termination fees will be waived
If you have any additional questions and/or concerns, you may contact me directly
Respectfully,
*** ** ***
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The only thing left to resolve is the modem I turned in I did not see a serial number but it is the only one I had It is the same model number as the one noted on my account and it can not possibly be for anything else other than my cox account It took you guys years to tell me I still had this modem I was supposed to turn in and it took me a long time to find it so if my account is not credited then we are going to have a problem
Regards,
*** ***
Revdex.com:
I have reviewed the response 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
Hello *** I am sending this email to reopen my complaint # *** wit COX CommunicationsI received their reply to my complaint on December 8th, in which *** *** asked me to fax over a copy of the marketing flyer and make attention to her so this could issue could be resolvedI faxed over all documents including copies of previous emails with *** *** (to which I received no reply) on December 9th, I had still been unable to reach *** *** and/or *** *** until just yesterdayI spoke with *** *** on or around 9:am and she told me that *** *** would have to enter the changes since she is just a executive manager and *** is a sales managerShe said she was going to transfer me, but that *** was on another callShe ensured me that I would be ***'s very next call and that *** would call me within minutesShe then said that because of all this communication failure in the past she was also going to call me back in minutes to make sure that *** had called meTwo hours passed and I still no call backI called *** *** on her line ###-###-####, she didn't answer, so I left a voice mail stating I still haven't received a call back from either of them like I was promisedI left my full name and number again and asked for a call back from someoneAnother two hours pass and still no call back againI left one *** voice mail around 1:pm again requesting for ANYONE to call me back please and let me know what is going onFor a communications business, these employees are TERRIBLE at communication and customer service*** *** did not have to promise me a call back in that time frame, but she didI do not know what is going on at this pointAs of today, once again I have not received a call back and my complaint has not been resolvedI left two voice mails for *** *** since she did not follow through with what she told me would be taken care of within that dayThis company does do advertising by not honoring the offers sent directly to my personal emailIt has now been about a month and a half since I've been trying to get this all resolvedPlease open up this complaint, nothing has been resolved. Thank you very much for your time and attention to this matter,*** ***
Mr***,
Please take into consideration the information that was provided to you on October 18, in regards to the promotional discounts for your premium channels expiring on November 5, 2014. I have reviewed the call and confirmed that this information was provided to you
Based on this review, your rate will exceed the $that you state you were quoted. Your current rate as of November 5, is $(including taxes and fees). If you would like to remove the premium channels, your rate will decrease to approximately $per month
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,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Please contact me directly if you have any further questions that I can assist with
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
*** ***,
Thank you for this additional information. Review of your account indicates that you contacted our customer service team on 10/5/inquiring about the increase of your rates. Notes show that you agreed to contact our Retention team on 10/6/
On 10/6/you contacted our Retention team, during the call the representative attempted to go over your services and options. Notes on the account indicate that the call was disconnected. There was an attempt to reach you back and your phone line remained busy
On October 11, notes on the account indicate that you called to cancel service as you felt the rates were too high. At that time, you were provided with the options available to you. Notes on the account indicate that you stated "If we could not add the same campaigns that expired, you would disconnect service." It was reiterated to you that the aggressive campaigns that you previously subscribed to were not available. At this time, you disconnected your cable and television service
On October 15, 2014, you reconnected the cable and television service. These services were reconnected at the standard rate with no promotional discounts
Cox does have discounts available to its customers however; the %40-%promotions are no longer available.
Respectfully,
*** ** ***
Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response 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
This response is not acceptable to meFirst of all, if the original agent who signed me up made a mistake that is understandableBut in your response, you say that Cox waived the early termination feeYou fail address just how hard I had to fight to get Cox to waive this fee for a contract that I never agreed toIn the argument to have you waive this unfair fee, Cox pretty much told me that it was my fault! When the supervisor finally agreed to waive the fee, he told me that I was "lucky" to have it waived because typically Cox would never have taken a customer's word for it as it was a verbal agreement (which I never agreed to)When I called back on Feb 21, I had to go through the whole argument againWhy didn't Cox at least put some kind of clear note on my account that we had already come to an agreement on this? Is my time not valuable enough to Cox that you don't mind wasting it?You are stating you sent me a collection letter for a past due amountWhat was overdue? I made a payment on Feb which was after the bill you just uploaded in your responseYour final bill to me for the final balance dated Feb mentions nothing of an overdue balanceNO WHERE ON THIS STATEMENT DOES IT MENTION ANYTHING ABOUT PAST DUEIt states I have a balance due of $and that it is due by March WHY DON'T YOU UPLOAD THAT BILL IN YOUR RESPONSE? I have a copy of it if you need On March you sent me a letter stating that I had an over due balance of $that had been referred to collectionsHow did my balance of $that was due March per your own statement become overdue on Mar 10? Please provide an accounting of what was over due.I feel that you are taking a serious matter very lightlyWhen Cox makes mistakes and then blames the customer, the customer usually losesYou have the ability to put your mistakes on your customers' credit reportsThis can have a real world effect on your customers' livesIt can affect our ability to buy a home, buy a car or any number of other credit decisionsWhat if Cox never found the notes stating I never agreed to a month contract? Then I would have been forced to pay your early termination fee or risk it showing up on my credit reportFor your mistake! That is so UNFAIR.Is this how YOU want to be treated by a company who's services you are purchasing?I feel that I am being treating unfairly by CoxIf there was an overdue balance on the final statement, why did it not state this? Why did it simply say total due by March of $142.72?If you do not clear this matter up with me, I will take this up with Equifax, Trans Union and ExperionAlthough this matter shouldn't end up showing up on my credit report, I think that they should be made aware of the screwed state up your accounting so other customers are not penalized for your mistakes
Regards,
*** ***
Revdex.com:
I have reviewed the response 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 have discussed the horrible customer (tech support) I have received with *** in the pastThe last we spoke about this she informed me that I as a customer would just have to accept this type of tech support if I was to stay a customer of CoxI understand someone that has not had to deal with *** this would sound unbelievable but it is trueI have been a long (years) time customer of Cox and have always purchased the most that they have to offer. At some point in time Cox headquarters in Atlanta had decided that they would give regional areas for example San Diego complete autonomous authority over their customersSo ***'s word is the final athority as far as customers are concerned in the San Diego areaHow true this is I'm not sure but all my attempts to get around her has been futileYou attempt to call the Atlanta office and no one there will talk to youThey will just send you back to ***, period.As far as *** checking my record for the latest complaints, she is being a little disingenuous here because Cox reps have a habit of not logging in all calls or complaintsThis way it protects them from being identified just incase the customer complainsCox also has the policy that the customer doesn't need to be able to identify the representative they are talking toThis makes it almost impossible for the customer to report an individual representative for abuseThis also allows someone like *** to deny anything is wrongThis way she and the execs of Cox can hide their heads in the sand and say they don't understand why their customers are complaining so much because from what they can see everything looks good to them, a little dark but good.*** states that I'm demanding that I speak to a director every time I've calledThis is not true as the only time I've requested to talk to someone that is a position to lets say, our customers shouldn't be treated that way and you have contacted the right person to do something about it, is when I've had to spend more then minutes being mishandled, put on indefinite holds, transferred to the wrong place or just being lied to by the representativeThe fact is I haven't even asked to speak to a person in that position for the first years of dealing with CoxI had just recently attempted to contact other people in Cox because after all those years of going through their national customer service call centers and seeing no improvement I decided to attempt to talk to someone high enough up in the corporate structure and tell them about not only my misadventures with this companies customer service agentsAs a customer of Cox I've been defeated each time by the headquarters in Atlanta by them insisting that every customer in the San Diego area go through ***, period.I've put more time and effort into attempting to stay a Cox customer then Cox has put in trying to keep me as a customerAs a matter of fact *** has made it even more difficult to stay a customer by her insulting remarks and past behavior towards meI also understand that I like any other Cox customer can't prove this type of behavior by any Cox employee as they refuse to allow any of their conversations to be recorded by the customerAnd yes I've attempted on several occasions to record these conversations but here in California you need both parties to consent to being recorded and Cox refuses to allow that to happen.This is just another example of Cox executives putting their heads in the sand disavowing any wrong doing because their's no proof of it
Regards,
*** ***
Dear Ms***,
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 the rate of your service. We have reviewed your account and have
determined the following:
Our records show that you currently have two active promotions on your accountYou have a 12-month promotion that was added November 8, scheduled to expire November 7, 2014, you also have a 6-month promotion that was added September 12, set to expire on March 11, 2015.
You state in your complaint letter that during your call on June 2, you were promised the same rate until 2015. Unfortunately, our systems do not allow us to stack campaigns on top of active campaigns. This is the reason why you were asked to contact us after one of the two promotions expired on November 7,
Based on this information, we are unable to confirm that your rate will remain the same. We will provide you with the most aggressive discount offers we may have available if you qualify. You may 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,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
Please forward my letter to Ms***, COX Communications, below.--------------------------------------------------------------------------...⇄ 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 respond to the issue stated below and, if it does, will consider this complaint resolved.-----------------------------------------------------------------------...⇄ Ms***,Thank you for your prompt response of February 25, 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 mailAs I recall, an unsolicited feature was the appearance of a "doomsday-clock-of-sorts" in our *** ** *** online BillPay service that counted the days until the "trial" of paperless billing would end (days)I did not think it appropriate that COX and *** ** *** had that kind of arrangement to "pop up" something into my *** account service, but I had no way of stopping itWhat I obviously did not know is that on "doomsday" the paperless billing would start, whether I wanted it or notI 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 By the time that I made that phone call I had submitted two e-mails through your internal "Contact Us" systemNeither one was answeredThis 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,
*** ** *** **
Revdex.com:
I have reviewed the response 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 have discussed this issue with *** and others for yearsI've attempted to resolve this ongoing issue of horrible customer service with anyone at Cox that would listenThe end result is some (not all) were sympathetic to my situation but no one I have ever talked to were in the position to actually do anything about it. From my experience of being a customer of Cox for the past years is that of watching this company expand and grow and experiencing customer service go from being local to being farmed out to sub contractors all over the USAIn doing so they created a system of preventing customers from complaining to anyone that has the authority to do anything about the complaints.Another words they have created a system within there company that mirrors the "Peter Principle"They have grown to such an extent that they have now become incompetent in there customer service area and their does not seem to be any solution to it.If you were able to talk to anyone in the company other then their talking (***) heads, you would find no disagreement with my observationAs these individuals are aware of this situation because I'm not the only customer upset about this intolerable situation
Regards,
*** ***
Ms***,
Thank you for this additional information. I agree that the snapshot you provided does not indicate that an ETF would apply with removing video service. I have forwarded a copy of your attachment to our IT department for further review
Again, I apologize for the inconvenience this has caused you. I am available for any additional feedback you may have
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Ms***
Unfortunately, Cox does not send out modified statements after adjustments and/or payments have been made during the middle of your billing cycle. If you are disputing your account balance and/or charges billed to your account, you are more than welcome to call me directly
Respectfully,
*** ** ***
Dear Mr***,
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 disputing a recent returned payment fee that was billed to your account
I have reviewed your
account and have determined that a credit of $is warranted. This credit has been applied to your account and will reflect on the next billing statement
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,
*** ** ***
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Your company has wrongly charged me and accused me of being delinquent in my billing having to endure being referred to your collection agencyThis happened because of your company's negligence not mineI checked my bank statements and have paid on timeI had asked to have an itemized statement to show the corrections rather than having to continue to endure your company's poor treatment of your customersAll I have heard is what you can't do for meAll of this started when I added cable to my internet serviceI had been a loyal customer up to this point and after you overcharged me incorrectly your way of handling this was not with an apology or a way to reconcile the matter to improve your customer service relationship but rather your company decided to insult your customer by continuing to post an inaccurate account of what is due and paidAfter speaking with ***, your supervisor, my bill has increased by $whereas previously this "tax" had not been published on your statements.I had asked for an itemized statement reflecting the corrections in order for their to be no more inconsistencies from your company as well as changing the due date to the beginning of the monthSo since your company continues to refuse to do anything to show your customer that you are willing to work with them and improve this egregious turn of events, that could have been resolved without a complaint to Revdex.com, I will continue to reject the response made by this business. Nothing has been resolved
Regards,
*** ***
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,
*** ***
Dear Ms***,
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 and would like to respond accordingly.
Our records show that on November 13, 2014, you
requested to transfer your internet service on December 1, 2014. Prior to your services being transferred the campaign that provided you with $off of your internet service expired (10/13/2014). This was a 12-month campaign that was added October 14, after you contacted us in regards to our rate increase.
On November 29, your internet service was installed at your new address and your cable was installed on December 1, 2014. You state in your complaint letter that you were offered cable service for $per month with equipment included. In addition, you were offered free installation. Our records indicate that the installation fee of $was credited to your account on December 12, 2014. In addition, we submitted a request to have the campaign for the free equipment rental updated on your account. This billing error should be corrected by your next bill cycle
Ms***, I would like to apologize on behalf of Cox Communications for the multitude of errors that we made in transferring your service. As a good faith gesture, I have applied a (one) month service credit to your account in the amount of $81.78.
Again, we apologize for your experience and are hopeful that we can regain your trust as your service provider. 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,
*** ** ***
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I have attached the documentation that was shared with me when I met with *** ***, a letter stating what transpired, a statement of my payments to Cox and documentation that I had paid what was requested of me on the phone prior to my complaint with Revdex.comPlease note the numerous changes in amounts in the statements compared to what I was verbally asked to pay as well as the huge jump in payment from December to January when I had only added $worth of services(Please exuse the pages in my attachment that we were not clear)He shared with me that he had absouletly no idea why we were meetingHe said to me, "Are you confused with reading these statements?" I shared with him that I wasn't and that the reason I was to meet with someone was to have in writing an updated itemized account of what actually has transpired rather than the bill statements that I already had from CoxSince it was shared with me by *** ** *** that she would assist me in setting up this appointment so my concerns could be clarified by someone in person, I did not feel it was my place to sit in a store in an uncomfortable chair, in front of other customers to share private details of what had already been discussed in my complaint to Revdex.com and with Cox communicationsI had been given the impression by Revdex.com and *** * *** that I would be meeting with someone that would be prepared for our meetingHowever this was not the caseI was met with someone that was not prepared, informed, and made an uncomfortable situation even more uncomfortable by making me out to feel incompetent in not understanding how to read my bill statement from CoxIt is appalling that a company like Cox would continue to treat a loyal customer so disgracefulI have been an eduactor for the last years and have had to deal with the community as a Special Education Teacher on a daily basisThe way that I have been treated by Cox in this matter is incomprehensible when dealing with consumersThis type of behavior should not be toleratedI had given *** ** *** a chance to rectify this situation after meeting with *** *** at the Santee Solution Store yet she did not take the time to return my call to understand what had transpired during this meetingWhen I met with *** *** he was apologetic that he was not given more information from *** ** *** on how to help me resovle my concernAs I have mentioned above, if I had been treated with even the slightest bit of respect with my concern the outcome could have been different yet sadly this was not the case.So, I do not accept the response by the business to resovle the compalint since nothing was done on thier part
Regards,
*** ***
Revdex.com:
I have reviewed the response 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
Dear Ms. ***
I did not receive the email you sent with response from *** *** prior to your email of the case being closedI have not resolved this issue yet with Cox, and hope they can offer me a promotional offer that is reasonable after the promotions end on Nov15thI understand the promotions they gave me are ending, but they are not acknowleding the promotion that was given to me by Heather in their office billing dept, who has been there for a long timeShe promised me on June 2, my bill would be $till June 1st That would include the cox tv economy at $24.99, HBO, high speed internet essential at $+ $upgrade to preferred, and cox digital telephone premier at $Again, I have been a long time customer for years, and hope they will keep their promise for that rateI will also call them on the 15th to see what they have to offer in promotions
Thank you,
*** ***
Dear Mr***,
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 a Cox promotion you have taken advantage of
To resolve your service
concern, Cox has issued a credit to your account in the amount of $100.00. This amount is equivalent to the amount of the gift card you have been inquiring about. In the event you should receive the gift card, please accept it as a good faith gesture from Cox. We understand this has caused you great frustration
Mr***, 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,
*** ** ***
Executive Office of the General Manager
Cox Communications, California
Dear Mr***,
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 request to cancel service. I have conducted a thorough review of your account and I have
determined the following:
Our records show that on April 9, 2014, cable, internet and phone was established for *** ***. Ms*** agreed to a 2-year contract which locked her Expanded cable, Internet and Essential phone in at a set rate. Cox provided Ms*** with the attached contract details which were included in her first billing statement. Cox does not have record of Ms*** disputing this contract
Based on this information, if any of the contracted services are removed, the account is subject to early termination fees. However, if you are able to provide copies of your military order, the early termination fees will be waived
If you have any additional questions and/or concerns, you may contact me directly
Respectfully,
*** ** ***
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The only thing left to resolve is the modem I turned in I did not see a serial number but it is the only one I had It is the same model number as the one noted on my account and it can not possibly be for anything else other than my cox account It took you guys years to tell me I still had this modem I was supposed to turn in and it took me a long time to find it so if my account is not credited then we are going to have a problem
Regards,
*** ***
Revdex.com:
I have reviewed the response 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
Hello *** I am sending this email to reopen my complaint # *** wit COX CommunicationsI received their reply to my complaint on December 8th, in which *** *** asked me to fax over a copy of the marketing flyer and make attention to her so this could issue could be resolvedI faxed over all documents including copies of previous emails with *** *** (to which I received no reply) on December 9th, I had still been unable to reach *** *** and/or *** *** until just yesterdayI spoke with *** *** on or around 9:am and she told me that *** *** would have to enter the changes since she is just a executive manager and *** is a sales managerShe said she was going to transfer me, but that *** was on another callShe ensured me that I would be ***'s very next call and that *** would call me within minutesShe then said that because of all this communication failure in the past she was also going to call me back in minutes to make sure that *** had called meTwo hours passed and I still no call backI called *** *** on her line ###-###-####, she didn't answer, so I left a voice mail stating I still haven't received a call back from either of them like I was promisedI left my full name and number again and asked for a call back from someoneAnother two hours pass and still no call back againI left one *** voice mail around 1:pm again requesting for ANYONE to call me back please and let me know what is going onFor a communications business, these employees are TERRIBLE at communication and customer service*** *** did not have to promise me a call back in that time frame, but she didI do not know what is going on at this pointAs of today, once again I have not received a call back and my complaint has not been resolvedI left two voice mails for *** *** since she did not follow through with what she told me would be taken care of within that dayThis company does do advertising by not honoring the offers sent directly to my personal emailIt has now been about a month and a half since I've been trying to get this all resolvedPlease open up this complaint, nothing has been resolved. Thank you very much for your time and attention to this matter,*** ***
Mr***,
Please take into consideration the information that was provided to you on October 18, in regards to the promotional discounts for your premium channels expiring on November 5, 2014. I have reviewed the call and confirmed that this information was provided to you
Based on this review, your rate will exceed the $that you state you were quoted. Your current rate as of November 5, is $(including taxes and fees). If you would like to remove the premium channels, your rate will decrease to approximately $per month
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,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Please contact me directly if you have any further questions that I can assist with
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
*** ***,
Thank you for this additional information. Review of your account indicates that you contacted our customer service team on 10/5/inquiring about the increase of your rates. Notes show that you agreed to contact our Retention team on 10/6/
On 10/6/you contacted our Retention team, during the call the representative attempted to go over your services and options. Notes on the account indicate that the call was disconnected. There was an attempt to reach you back and your phone line remained busy
On October 11, notes on the account indicate that you called to cancel service as you felt the rates were too high. At that time, you were provided with the options available to you. Notes on the account indicate that you stated "If we could not add the same campaigns that expired, you would disconnect service." It was reiterated to you that the aggressive campaigns that you previously subscribed to were not available. At this time, you disconnected your cable and television service
On October 15, 2014, you reconnected the cable and television service. These services were reconnected at the standard rate with no promotional discounts
Cox does have discounts available to its customers however; the %40-%promotions are no longer available.
Respectfully,
*** ** ***
Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response 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
This response is not acceptable to meFirst of all, if the original agent who signed me up made a mistake that is understandableBut in your response, you say that Cox waived the early termination feeYou fail address just how hard I had to fight to get Cox to waive this fee for a contract that I never agreed toIn the argument to have you waive this unfair fee, Cox pretty much told me that it was my fault! When the supervisor finally agreed to waive the fee, he told me that I was "lucky" to have it waived because typically Cox would never have taken a customer's word for it as it was a verbal agreement (which I never agreed to)When I called back on Feb 21, I had to go through the whole argument againWhy didn't Cox at least put some kind of clear note on my account that we had already come to an agreement on this? Is my time not valuable enough to Cox that you don't mind wasting it?You are stating you sent me a collection letter for a past due amountWhat was overdue? I made a payment on Feb which was after the bill you just uploaded in your responseYour final bill to me for the final balance dated Feb mentions nothing of an overdue balanceNO WHERE ON THIS STATEMENT DOES IT MENTION ANYTHING ABOUT PAST DUEIt states I have a balance due of $and that it is due by March WHY DON'T YOU UPLOAD THAT BILL IN YOUR RESPONSE? I have a copy of it if you need On March you sent me a letter stating that I had an over due balance of $that had been referred to collectionsHow did my balance of $that was due March per your own statement become overdue on Mar 10? Please provide an accounting of what was over due.I feel that you are taking a serious matter very lightlyWhen Cox makes mistakes and then blames the customer, the customer usually losesYou have the ability to put your mistakes on your customers' credit reportsThis can have a real world effect on your customers' livesIt can affect our ability to buy a home, buy a car or any number of other credit decisionsWhat if Cox never found the notes stating I never agreed to a month contract? Then I would have been forced to pay your early termination fee or risk it showing up on my credit reportFor your mistake! That is so UNFAIR.Is this how YOU want to be treated by a company who's services you are purchasing?I feel that I am being treating unfairly by CoxIf there was an overdue balance on the final statement, why did it not state this? Why did it simply say total due by March of $142.72?If you do not clear this matter up with me, I will take this up with Equifax, Trans Union and ExperionAlthough this matter shouldn't end up showing up on my credit report, I think that they should be made aware of the screwed state up your accounting so other customers are not penalized for your mistakes
Regards,
*** ***
Revdex.com:
I have reviewed the response 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 have discussed the horrible customer (tech support) I have received with *** in the pastThe last we spoke about this she informed me that I as a customer would just have to accept this type of tech support if I was to stay a customer of CoxI understand someone that has not had to deal with *** this would sound unbelievable but it is trueI have been a long (years) time customer of Cox and have always purchased the most that they have to offer. At some point in time Cox headquarters in Atlanta had decided that they would give regional areas for example San Diego complete autonomous authority over their customersSo ***'s word is the final athority as far as customers are concerned in the San Diego areaHow true this is I'm not sure but all my attempts to get around her has been futileYou attempt to call the Atlanta office and no one there will talk to youThey will just send you back to ***, period.As far as *** checking my record for the latest complaints, she is being a little disingenuous here because Cox reps have a habit of not logging in all calls or complaintsThis way it protects them from being identified just incase the customer complainsCox also has the policy that the customer doesn't need to be able to identify the representative they are talking toThis makes it almost impossible for the customer to report an individual representative for abuseThis also allows someone like *** to deny anything is wrongThis way she and the execs of Cox can hide their heads in the sand and say they don't understand why their customers are complaining so much because from what they can see everything looks good to them, a little dark but good.*** states that I'm demanding that I speak to a director every time I've calledThis is not true as the only time I've requested to talk to someone that is a position to lets say, our customers shouldn't be treated that way and you have contacted the right person to do something about it, is when I've had to spend more then minutes being mishandled, put on indefinite holds, transferred to the wrong place or just being lied to by the representativeThe fact is I haven't even asked to speak to a person in that position for the first years of dealing with CoxI had just recently attempted to contact other people in Cox because after all those years of going through their national customer service call centers and seeing no improvement I decided to attempt to talk to someone high enough up in the corporate structure and tell them about not only my misadventures with this companies customer service agentsAs a customer of Cox I've been defeated each time by the headquarters in Atlanta by them insisting that every customer in the San Diego area go through ***, period.I've put more time and effort into attempting to stay a Cox customer then Cox has put in trying to keep me as a customerAs a matter of fact *** has made it even more difficult to stay a customer by her insulting remarks and past behavior towards meI also understand that I like any other Cox customer can't prove this type of behavior by any Cox employee as they refuse to allow any of their conversations to be recorded by the customerAnd yes I've attempted on several occasions to record these conversations but here in California you need both parties to consent to being recorded and Cox refuses to allow that to happen.This is just another example of Cox executives putting their heads in the sand disavowing any wrong doing because their's no proof of it
Regards,
*** ***
Dear Ms***,
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 the rate of your service. We have reviewed your account and have
determined the following:
Our records show that you currently have two active promotions on your accountYou have a 12-month promotion that was added November 8, scheduled to expire November 7, 2014, you also have a 6-month promotion that was added September 12, set to expire on March 11, 2015.
You state in your complaint letter that during your call on June 2, you were promised the same rate until 2015. Unfortunately, our systems do not allow us to stack campaigns on top of active campaigns. This is the reason why you were asked to contact us after one of the two promotions expired on November 7,
Based on this information, we are unable to confirm that your rate will remain the same. We will provide you with the most aggressive discount offers we may have available if you qualify. You may 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,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
Please forward my letter to Ms***, COX Communications, below.--------------------------------------------------------------------------...⇄ 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 respond to the issue stated below and, if it does, will consider this complaint resolved.-----------------------------------------------------------------------...⇄ Ms***,Thank you for your prompt response of February 25, 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 mailAs I recall, an unsolicited feature was the appearance of a "doomsday-clock-of-sorts" in our *** ** *** online BillPay service that counted the days until the "trial" of paperless billing would end (days)I did not think it appropriate that COX and *** ** *** had that kind of arrangement to "pop up" something into my *** account service, but I had no way of stopping itWhat I obviously did not know is that on "doomsday" the paperless billing would start, whether I wanted it or notI 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 By the time that I made that phone call I had submitted two e-mails through your internal "Contact Us" systemNeither one was answeredThis 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,
*** ** *** **
Revdex.com:
I have reviewed the response 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 have discussed this issue with *** and others for yearsI've attempted to resolve this ongoing issue of horrible customer service with anyone at Cox that would listenThe end result is some (not all) were sympathetic to my situation but no one I have ever talked to were in the position to actually do anything about it. From my experience of being a customer of Cox for the past years is that of watching this company expand and grow and experiencing customer service go from being local to being farmed out to sub contractors all over the USAIn doing so they created a system of preventing customers from complaining to anyone that has the authority to do anything about the complaints.Another words they have created a system within there company that mirrors the "Peter Principle"They have grown to such an extent that they have now become incompetent in there customer service area and their does not seem to be any solution to it.If you were able to talk to anyone in the company other then their talking (***) heads, you would find no disagreement with my observationAs these individuals are aware of this situation because I'm not the only customer upset about this intolerable situation
Regards,
*** ***
Ms***,
Thank you for this additional information. I agree that the snapshot you provided does not indicate that an ETF would apply with removing video service. I have forwarded a copy of your attachment to our IT department for further review
Again, I apologize for the inconvenience this has caused you. I am available for any additional feedback you may have
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Ms***
Unfortunately, Cox does not send out modified statements after adjustments and/or payments have been made during the middle of your billing cycle. If you are disputing your account balance and/or charges billed to your account, you are more than welcome to call me directly
Respectfully,
*** ** ***
Dear Mr***,
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 disputing a recent returned payment fee that was billed to your account
I have reviewed your
account and have determined that a credit of $is warranted. This credit has been applied to your account and will reflect on the next billing statement
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,
*** ** ***
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 ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Your company has wrongly charged me and accused me of being delinquent in my billing having to endure being referred to your collection agencyThis happened because of your company's negligence not mineI checked my bank statements and have paid on timeI had asked to have an itemized statement to show the corrections rather than having to continue to endure your company's poor treatment of your customersAll I have heard is what you can't do for meAll of this started when I added cable to my internet serviceI had been a loyal customer up to this point and after you overcharged me incorrectly your way of handling this was not with an apology or a way to reconcile the matter to improve your customer service relationship but rather your company decided to insult your customer by continuing to post an inaccurate account of what is due and paidAfter speaking with ***, your supervisor, my bill has increased by $whereas previously this "tax" had not been published on your statements.I had asked for an itemized statement reflecting the corrections in order for their to be no more inconsistencies from your company as well as changing the due date to the beginning of the monthSo since your company continues to refuse to do anything to show your customer that you are willing to work with them and improve this egregious turn of events, that could have been resolved without a complaint to Revdex.com, I will continue to reject the response made by this business. Nothing has been resolved
Regards,
*** ***
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,
*** ***