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.
Ms. [redacted],
All I am asking you to do is to be accountable for what
transpired April 14, 2014 between Cox Communication staff Ms. [redacted]
and so called ‘fixer’ rep [redacted] and myself. This offer was made to me as I was
in the process of canceling my service with Cox Communications and sign up with
your competitor, the phone agent asked if I would be willing to talk with a ‘fixer’
for continued service, I said yes and [redacted] then said if I agreed to stay with
Cox Communications for ONE YEAR my rate would be $76 - $78.18 per month. I
agreed and later was contacted by a “Customer Experience Team Specialist” Ms.
[redacted] who thanked me for staying with Cox Communications and gave me
her office phone number in case I needed more assistance. In fact two months
later I contacted Ms. [redacted] as Cox Communications did raise my rate and she apologized,
and made the correction.
Therefore, Ms. [redacted] I am holding you to the facts that I
agreed to April 14, 2014 as I am aware you can make this right and I will not
have to pay an increased fee for the same service that Cox Communications said
I must pay currently. Please take ownership and be accountable for the actions
and agreements of your staff, and I will not have to post negative reviews to
the growing list of unsatisfied customers in San Diego. This was my sole
purpose of the complaint to ‘Revdex.com’ to have Cox Communications
be “accountable”!
Regards,
[redacted]
l
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I h[redacted] reviewed the response made by the business in reference to complaint ID [redacted], and h[redacted] determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear I am still disputing the amount owed to Cox for monthly services. Please see below
My services were shut off on January 19, 2015. Since you bill in advance and the invoice dated January 19th would be for services provided Jan 19 – Feb 19th the amount of $181.19 should be removed immediately since you did not provide services during this time I should not be charged. So this should make the total owed a maximum of $303.57 at the most.
The label that you sent was sent by [redacted] and is now waiting at the [redacted] hub across the parking lot from a Cox location. I live in a gated community and the driver was not able to get into my apartment complex. Once again I would like you to send 2 shipping labels for me to return your equipment.
Another concern I h[redacted] is I received a collection letter for a total of $1146.95. This includes $662.19 for the equipment I h[redacted] now asked for a shipping label 7 times for. This amount needs to be removed from my account immediately. I am confused how you sent this information to a collection agency prior to sending me an invoice for this amount. Also, at the time you sent this information to a collection agency, you stated thru arbitration with Revdex.com that my total bill was $484.76, when in fact you were charging me over $600.00 additional dollars, never providing this information to me, In your last response you included an additional invoice for the equipment charges, still not mentioning this in your response. You actions are very deceptive to say the least. I h[redacted] attached all the invoices and also the collection notice that was sent to me.
So once again I am requesting an adjustment to amount owed on the account and I am requesting shipping labels, for the 8th time, to return your equipment. Also for the 8th time again I would like a confirmation email that my account has been closed. Clearly your statements here thru the Revdex.com do not match what is in fact going on. The total due stated by you in your last 2 responses $484.86, to what you are actually trying to charge me $1146.95.
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to provide your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent installation of service. I h[redacted] conducted a thorough review of your account and...
h[redacted] determined the following:
Our records show that on November 19, 2014, you installed Cox Premier Internet service at the promotional rate of $59.99 per month.
On November 21, 2014, you added Starter cable at the promotional rate of $9.99. At the time of install, you upgraded the cable service to "Advanced" cable which increased your monthly rate. Based on this information, Cox was accurately billing you for the level of service you subscribed to.
Mr. [redacted], Cox would like to apologize for the delay in cancelling your service at the requested time. It appears that the disconnect date was backdated to January 26, 2015 which was within the 2-week period that you requested.
At this time, Cox must respectfully deny your request for any adjustments to your account. I am available for any additional questions and/or concerns you may h[redacted] regarding your former 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
###-###-####
Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter in regards to the technical issues you have been experiencing. I have conducted a thorough review of your account and have determined the following:
Our...
records show that you installed cable, internet and phone service on October 21, 2014. Since your install, we have record of receiving 2 calls from you reporting issues with your cable service. You have now disconnected your services and incurred $158.60 in early termination fees of which $61.71 was for cable.
As a good faith gesture, I have credited the cable portion of your early termination fees leaving an account balance of $96.89.
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 former Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Mr. [redacted],
Thank you for this additional information. In reviewing your attached April statement, it appears that the promotion for your premium channels expired and this is why your rate increased. You contacted us at that [redacted]e and we were able to add another premium discount to your account which has expired as of yesterday, 11/05/2014. Notes on the account indicate that you were made fully aware of this during your call on October 18, 2014
In regards to your November statement, there was also a promotion that had expired and this again is why your rate increased.
As a good faith gesture, I have applied a credit to your account in the amount of $25.00. This adjustment will reflect on your next billing statement.
Respectfully,
[redacted] [redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for this additional information. I have reviewed your complaint letter and Cox account and have determined the following:
Our records show that on January 22, 2014 you signed up for Cox services. The representative that placed your order inadvertently added our 24-month Price Lock Guarantee (PLG) contract to your account.
On February 16, 2015 you contacted our customer service team requesting to cancel your Cox account. At that time, you were advised of the PLG. Notes on your account indicate that you were not aware of the PLG which resulted in further research of our customer service representative. The research revealed the around made by the initial representative that entered your order. As a result, Cox agreed to waive the early termination fee once the account was disconnected. The disconnect was scheduled for February 21, 2015.
On February 21, 2015, you contacted our customer service team requesting your final account balance. Notes on the account indicate that this information was provided to you. During this call, the early termination fees were also waived as they could not be waived while the account was active.
You state in your complaint letter that Cox referred your account to a collection agency. Our records do not indicate that your account was referred to an "outside" collection agency. However, for your reference, I have enclosed your January billing statement which was in a past due status prior to you disconnecting your Cox account. As a result, Cox did mail you collection letters in hopes of bringing your account balance current.
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 former Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]
Dear Ms. [redacted],
We have confirmed through the national database that is shared between Cox and [redacted] and have confirmed that we (Cox) only received one port request from [redacted]. We understand the process has been frustrating but Cox again has confirmed that only one port request from [redacted] was received and we responded within the timeframe mandated by the FCC.
I am available for any additional questions and/or concerns you may have in regards to our response to your Revdex.com complaint.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your recent experience with installing service. I would like to apologize on behalf of Cox...
as this is not the level of service we have built our reputation on.
Our records show that on December 27, 2014, a credit in the amount of $81.01 was applied to your account. This amount represents the charges for both service installations (cable and internet) as well as service that you were billed for prior to the install being complete.
As a good faith gesture, I have applied an additional credit of $125.69. This amount is equivalent to 1-month of full service credit for internet and cable.
Ms. [redacted], again we apologize for your experience. I am available for any additional questions and/or concerns you may have regarding your Cox service. My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to recent changes to your account. I have conducted a thorough review of your account and have...
determined the following:
Our records show that on December 22, 2014, you contacted our customer service team to inquire about our TV Economy package. Notes on the account indicate that our customer service team reviewed the channels that you had access to but also advised you that you would need a cable box to access these channels. Our records show that you declined this service. Therefore your cable service remained the same.
On December 26, 2014, you contacted our customer service team stating that you wanted to make changes to your account. During this call you were given options to lower your rate. During this call, we added a campaign that provides you 15% off of your cable for 12-months This discount expires December 25, 2015. No additional changes to your cable service were made.
Based on this information, Cox must respectfully deny your request for a credit to your account.
Please accept our apologies for any inconvenience this has caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Ms. [redacted],
As previously stated, all adjustments have been applied to your account and your internet service was switched back to the Connect to Compete rate. At this time, you have a credit balance of $18.44.
Please contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for this additional information. As requested, I h[redacted] attached your Cox billing statements. Our records do show that you were taking advantage of the FlexWatch pack at the rate of $135.96 (Not including taxes, fees and equipment rental).
Your first billing statement only included your internet service. Your second statement included cable, internet and your previous balance as we did not receive a payment. Your third statement included your current month and the two previous balances. Based on this information, Cox has accurately billed you for the services that you subscribed to. Therefore, we must respectfully deny your request for an adjustment.
I h[redacted] submitted a request to h[redacted] a shipping label mailed to your home address. You should receive it within the next 2-3 mailing days. If you h[redacted] any additional questions and/or concerns, please feel free to contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear [redacted] of the Revdex.com and [redacted] of Cox Communications,
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action has not fully and completely resolved my complaint as indicated below:
I was pleased and prepared to accept your response until I repeatedly ran the Ocala Speed Tests of Upload and Download data transmissions. These results are shown as follows:12/15/2014 04:47 PM 60.03 Mbps Download, 0.81 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]12/12/2014 10:12 AM 59.68 Mbps Download, 1.71 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]12/11/2014 05:12 PM 56.78 Mbps Download, 3.51 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]12/10/2014 03:43 PM 60.11 Mbps Download 0.39 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]12/06/2014 06:59 AM 60.88 Mbps Download 1.24 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]By comparison, these were some of the speeds that I initially obtained after my service was first upgraded in October 2014:11/25/2014 01:00 AM 60.72 Mbps Download 7.40 Mbps Upload11/24/2014 01:05 PM 60.43 Mbps Download 6.81 Mbps Upload11/23/2014 09:49 PM 58.61 Mbps Download 5.43 Mbps Upload11/16/2014 09:56 PM 59.22 Mbps Download 6.82 Mbps UploadSince these dates, and up to and including the present time, Upload speeds continue to be erratic and fail Cox minimum service standards on an on-going basis.According to Cox Service Technicians ANY Upload speed that is BELOW 3.50 Mbps generates a Red Light Fail Indicator to appear on their service boards. When I continually experience Upload speeds BELOW 1.00 Mbps INSTEAD OF the promised 5.00 Mbps, the results are timed out uploads which impacts my ability to work, publish news analysis and aviation related investigative articles with uploaded photos and videos on [redacted], and to backup critical data on iCloud, [redacted] Cloud and [redacted] One Drive. This wastes my time and efforts and continues to be an on-going frustrating and annoying p[redacted]lem. It is also NOT THE SERVICE that you advertise, promise to deliver, and bill your customers.While I appreciate that you offer service rebates for failing to deliver service as promised, dealing with such erratic service and not completely eliminating this issue after REPEATEDLY calling it to your attention is not acceptable. You indicated that construction work was completed on December 10, 2014, but Speed Tests do not confirm that this issue has been fixed. Therefore, I continue to ask that you finish the job, and consider this complaint as unresolved until you do so.Your response also does NOT satisfy the fact that I have repeatedly been given false information, including your latest assertion that this matter was dealt with on December 10, 2014. I would expect that, by now, you would first want to double and triple check that everything is indeed in order, before again stating that the issue has been fixed.With all the technical resources of Cox Communication, I cannot understand how or why you would allow such a troubling issue to continue. Please, please, please deal with this issue immediately, completely and successfully.
Regards,
[redacted]San Diego, CA 92110-5819Email: [redacted]Voice: ###-###-####Cox Account: [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 experience in disconnecting your service. I have reviewed your account and have determined...
the following:
Our records indicate that on January 24, 2015 you contacted our customer service team requesting to disconnect your Cox account effective January 31, 2015. Per your request, service and billing was stopped on January 31, 2015. I have attached your final statement that confirms the disconnect date and the prorated credits to your account (reference page 2 of 4, partial month services).
On February 10, 2015, Cox received the outstanding equipment that was assigned to your account Cox account.
Please accept our apologies for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your former 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
###-###-####
Sunday, July 5, 2015Dear Revdex.com and Ms. [redacted]:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action may possibly resolve my complaint. For your reference, details of the offer I reviewed appear below, along with my explanation as to why I have temporarily rejected it.
I will await contact with Cox Communications executive based in [redacted], [redacted] promised by COB on Monday, July 6, 2015 before taking any further action. I sincerely hope that such followup communication and third-party review will enable a satisfactory solution acceptable to all parties.Thank you Ms. [redacted] for referring this matter as I had requested. Please note that I could not accept this as a solution outright before communicating with your [redacted] representative, as such acceptance would prematurely and permanently close this complaint without actual assurance of resolution. However, it is in all our interests that this matter be concluded and resolved, and I am optimistic that this may be the end result of tomorrow's discussions.I appreciate your assistance. Thank you again.
Regards,
[redacted] Cox Customer Account Number: [redacted]
[redacted]
[redacted]Email: [redacted]Voice: ###-###-####On 7/5/2015 at 2:46:35 PM Ms. [redacted] wrote to [redacted] via the San Diego Revdex.com:Mr. [redacted],I will have someone from our Corporate office in [redacted] call you by COB Wednesday.Respectfully,[redacted]Executive Office of the Regional ManagerCox Communications, California###-###-####
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your recent installation of cable and internet. I have conducted a thorough review...
of your account and have determined the following:
Our records show that on March 27, 2015 you agreed to add cable service to your existing internet account. It was determined that a $50 deposit was required prior to the installation being completed. We do not show record of an installation date being set for March 31, 2015.
You state in your complaint letter that Cox billed you although you did not have the services installed. In reviewing your account, the $51.99 that you reference was for the existing internet service and not the deposit (see attached).
On April 1, 2015, the $50.00 deposit was charged to your Cox account and the install of your video service was completed. Cox did not charge you an additional $50.00 deposit as stated in your complaint letter.
Cox would like to apologize that it was not explained to you that a paid deposit was required prior to installation. As a result of the inconvenience this has caused you, I have issued 1-month video credit to your account in the amount of $65.33. This adjustment will reflect on your next billing statement.
Again, 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]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
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 addressed to the Revdex.com in regards to the quality of your cable service. I have conducted a review of your...
account and have determined the following:
Our records show that you have contacted us several times since April 13, 2014 to report issues with your cable service. We have sent technicians to your home as well as applied approximately $225.00 in service credit for the intermittent issues you are experiencing.
Prior to issuing any additional credits, we would like to resolve your service issue. Please contact me directly so that we can arrange a convenient time to have one of our Field Supervisors visit your home.
My office hours are 7:30am to 4:00pm, Monday through Friday
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,
[redacted]
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 addressed to the Revdex.com disputing the $25.00 returned payment fee billed to your account.
Cox has issued a...
one-time courtesy credit to your account. This credit will reflect on your next billing statement.
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
###-###-####
Dear Mr. [redacted],
Thank you for giving Cox the opportunity to serve your communication needs. We have reviewed your complaint and have determined the following:
Our engineers contacted Mighty 1090 yesterday to advise them of your service concern. It appeared that Mighty 1090 was...
broadcasting incorrectly. We received notification today, that this has been corrected.
Please accept our apologies for any inconvenience this has caused you. We thank you for bringing this to our attention. If you have any additional concerns and/or feedback, please do not hesitate to contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Ms. [redacted],
All I am asking you to do is to be accountable for what
transpired April 14, 2014 between Cox Communication staff Ms. [redacted]
and so called ‘fixer’ rep [redacted] and myself. This offer was made to me as I was
in the process of canceling my service with Cox Communications and sign up with
your competitor, the phone agent asked if I would be willing to talk with a ‘fixer’
for continued service, I said yes and [redacted] then said if I agreed to stay with
Cox Communications for ONE YEAR my rate would be $76 - $78.18 per month. I
agreed and later was contacted by a “Customer Experience Team Specialist” Ms.
[redacted] who thanked me for staying with Cox Communications and gave me
her office phone number in case I needed more assistance. In fact two months
later I contacted Ms. [redacted] as Cox Communications did raise my rate and she apologized,
and made the correction.
Therefore, Ms. [redacted] I am holding you to the facts that I
agreed to April 14, 2014 as I am aware you can make this right and I will not
have to pay an increased fee for the same service that Cox Communications said
I must pay currently. Please take ownership and be accountable for the actions
and agreements of your staff, and I will not have to post negative reviews to
the growing list of unsatisfied customers in San Diego. This was my sole
purpose of the complaint to ‘Revdex.com’ to have Cox Communications
be “accountable”!
Regards,
[redacted]
l
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I h[redacted] reviewed the response made by the business in reference to complaint ID [redacted], and h[redacted] determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear I am still disputing the amount owed to Cox for monthly services. Please see below
My services were shut off on January 19, 2015. Since you bill in advance and the invoice dated January 19th would be for services provided Jan 19 – Feb 19th the amount of $181.19 should be removed immediately since you did not provide services during this time I should not be charged. So this should make the total owed a maximum of $303.57 at the most.
The label that you sent was sent by [redacted] and is now waiting at the [redacted] hub across the parking lot from a Cox location. I live in a gated community and the driver was not able to get into my apartment complex. Once again I would like you to send 2 shipping labels for me to return your equipment.
Another concern I h[redacted] is I received a collection letter for a total of $1146.95. This includes $662.19 for the equipment I h[redacted] now asked for a shipping label 7 times for. This amount needs to be removed from my account immediately. I am confused how you sent this information to a collection agency prior to sending me an invoice for this amount. Also, at the time you sent this information to a collection agency, you stated thru arbitration with Revdex.com that my total bill was $484.76, when in fact you were charging me over $600.00 additional dollars, never providing this information to me, In your last response you included an additional invoice for the equipment charges, still not mentioning this in your response. You actions are very deceptive to say the least. I h[redacted] attached all the invoices and also the collection notice that was sent to me.
So once again I am requesting an adjustment to amount owed on the account and I am requesting shipping labels, for the 8th time, to return your equipment. Also for the 8th time again I would like a confirmation email that my account has been closed. Clearly your statements here thru the Revdex.com do not match what is in fact going on. The total due stated by you in your last 2 responses $484.86, to what you are actually trying to charge me $1146.95.
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to provide your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent installation of service. I h[redacted] conducted a thorough review of your account and...
h[redacted] determined the following:
Our records show that on November 19, 2014, you installed Cox Premier Internet service at the promotional rate of $59.99 per month.
On November 21, 2014, you added Starter cable at the promotional rate of $9.99. At the time of install, you upgraded the cable service to "Advanced" cable which increased your monthly rate. Based on this information, Cox was accurately billing you for the level of service you subscribed to.
Mr. [redacted], Cox would like to apologize for the delay in cancelling your service at the requested time. It appears that the disconnect date was backdated to January 26, 2015 which was within the 2-week period that you requested.
At this time, Cox must respectfully deny your request for any adjustments to your account. I am available for any additional questions and/or concerns you may h[redacted] regarding your former 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
###-###-####
Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter in regards to the technical issues you have been experiencing. I have conducted a thorough review of your account and have determined the following:
Our...
records show that you installed cable, internet and phone service on October 21, 2014. Since your install, we have record of receiving 2 calls from you reporting issues with your cable service. You have now disconnected your services and incurred $158.60 in early termination fees of which $61.71 was for cable.
As a good faith gesture, I have credited the cable portion of your early termination fees leaving an account balance of $96.89.
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 former Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Mr. [redacted],
Thank you for this additional information. In reviewing your attached April statement, it appears that the promotion for your premium channels expired and this is why your rate increased. You contacted us at that [redacted]e and we were able to add another premium discount to your account which has expired as of yesterday, 11/05/2014. Notes on the account indicate that you were made fully aware of this during your call on October 18, 2014
In regards to your November statement, there was also a promotion that had expired and this again is why your rate increased.
As a good faith gesture, I have applied a credit to your account in the amount of $25.00. This adjustment will reflect on your next billing statement.
Respectfully,
[redacted] [redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for this additional information. I have reviewed your complaint letter and Cox account and have determined the following:
Our records show that on January 22, 2014 you signed up for Cox services. The representative that placed your order inadvertently added our 24-month Price Lock Guarantee (PLG) contract to your account.
On February 16, 2015 you contacted our customer service team requesting to cancel your Cox account. At that time, you were advised of the PLG. Notes on your account indicate that you were not aware of the PLG which resulted in further research of our customer service representative. The research revealed the around made by the initial representative that entered your order. As a result, Cox agreed to waive the early termination fee once the account was disconnected. The disconnect was scheduled for February 21, 2015.
On February 21, 2015, you contacted our customer service team requesting your final account balance. Notes on the account indicate that this information was provided to you. During this call, the early termination fees were also waived as they could not be waived while the account was active.
You state in your complaint letter that Cox referred your account to a collection agency. Our records do not indicate that your account was referred to an "outside" collection agency. However, for your reference, I have enclosed your January billing statement which was in a past due status prior to you disconnecting your Cox account. As a result, Cox did mail you collection letters in hopes of bringing your account balance current.
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 former Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
[redacted]
Dear Ms. [redacted],
We have confirmed through the national database that is shared between Cox and [redacted] and have confirmed that we (Cox) only received one port request from [redacted]. We understand the process has been frustrating but Cox again has confirmed that only one port request from [redacted] was received and we responded within the timeframe mandated by the FCC.
I am available for any additional questions and/or concerns you may have in regards to our response to your Revdex.com complaint.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your recent experience with installing service. I would like to apologize on behalf of Cox...
as this is not the level of service we have built our reputation on.
Our records show that on December 27, 2014, a credit in the amount of $81.01 was applied to your account. This amount represents the charges for both service installations (cable and internet) as well as service that you were billed for prior to the install being complete.
As a good faith gesture, I have applied an additional credit of $125.69. This amount is equivalent to 1-month of full service credit for internet and cable.
Ms. [redacted], again we apologize for your experience. I am available for any additional questions and/or concerns you may have regarding your Cox service. 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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Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to recent changes to your account. I have conducted a thorough review of your account and have...
determined the following:
Our records show that on December 22, 2014, you contacted our customer service team to inquire about our TV Economy package. Notes on the account indicate that our customer service team reviewed the channels that you had access to but also advised you that you would need a cable box to access these channels. Our records show that you declined this service. Therefore your cable service remained the same.
On December 26, 2014, you contacted our customer service team stating that you wanted to make changes to your account. During this call you were given options to lower your rate. During this call, we added a campaign that provides you 15% off of your cable for 12-months This discount expires December 25, 2015. No additional changes to your cable service were made.
Based on this information, Cox must respectfully deny your request for a credit to your account.
Please accept our apologies for any inconvenience this has caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Ms. [redacted],
As previously stated, all adjustments have been applied to your account and your internet service was switched back to the Connect to Compete rate. At this time, you have a credit balance of $18.44.
Please contact me directly with any additional questions and/or concerns.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Dear Mr. [redacted],
Thank you for this additional information. As requested, I h[redacted] attached your Cox billing statements. Our records do show that you were taking advantage of the FlexWatch pack at the rate of $135.96 (Not including taxes, fees and equipment rental).
Your first billing statement only included your internet service. Your second statement included cable, internet and your previous balance as we did not receive a payment. Your third statement included your current month and the two previous balances. Based on this information, Cox has accurately billed you for the services that you subscribed to. Therefore, we must respectfully deny your request for an adjustment.
I h[redacted] submitted a request to h[redacted] a shipping label mailed to your home address. You should receive it within the next 2-3 mailing days. If you h[redacted] any additional questions and/or concerns, please feel free to contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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Dear [redacted] of the Revdex.com and [redacted] of Cox Communications,
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action has not fully and completely resolved my complaint as indicated below:
I was pleased and prepared to accept your response until I repeatedly ran the Ocala Speed Tests of Upload and Download data transmissions. These results are shown as follows:12/15/2014 04:47 PM 60.03 Mbps Download, 0.81 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]12/12/2014 10:12 AM 59.68 Mbps Download, 1.71 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]12/11/2014 05:12 PM 56.78 Mbps Download, 3.51 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]12/10/2014 03:43 PM 60.11 Mbps Download 0.39 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]12/06/2014 06:59 AM 60.88 Mbps Download 1.24 Mbps Upload [Acceptable Upload Speed must exceed 5.00 Mbps as advertised, promised, and billed]By comparison, these were some of the speeds that I initially obtained after my service was first upgraded in October 2014:11/25/2014 01:00 AM 60.72 Mbps Download 7.40 Mbps Upload11/24/2014 01:05 PM 60.43 Mbps Download 6.81 Mbps Upload11/23/2014 09:49 PM 58.61 Mbps Download 5.43 Mbps Upload11/16/2014 09:56 PM 59.22 Mbps Download 6.82 Mbps UploadSince these dates, and up to and including the present time, Upload speeds continue to be erratic and fail Cox minimum service standards on an on-going basis.According to Cox Service Technicians ANY Upload speed that is BELOW 3.50 Mbps generates a Red Light Fail Indicator to appear on their service boards. When I continually experience Upload speeds BELOW 1.00 Mbps INSTEAD OF the promised 5.00 Mbps, the results are timed out uploads which impacts my ability to work, publish news analysis and aviation related investigative articles with uploaded photos and videos on [redacted], and to backup critical data on iCloud, [redacted] Cloud and [redacted] One Drive. This wastes my time and efforts and continues to be an on-going frustrating and annoying p[redacted]lem. It is also NOT THE SERVICE that you advertise, promise to deliver, and bill your customers.While I appreciate that you offer service rebates for failing to deliver service as promised, dealing with such erratic service and not completely eliminating this issue after REPEATEDLY calling it to your attention is not acceptable. You indicated that construction work was completed on December 10, 2014, but Speed Tests do not confirm that this issue has been fixed. Therefore, I continue to ask that you finish the job, and consider this complaint as unresolved until you do so.Your response also does NOT satisfy the fact that I have repeatedly been given false information, including your latest assertion that this matter was dealt with on December 10, 2014. I would expect that, by now, you would first want to double and triple check that everything is indeed in order, before again stating that the issue has been fixed.With all the technical resources of Cox Communication, I cannot understand how or why you would allow such a troubling issue to continue. Please, please, please deal with this issue immediately, completely and successfully.
Regards,
[redacted]San Diego, CA 92110-5819Email: [redacted]Voice: ###-###-####Cox Account: [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 experience in disconnecting your service. I have reviewed your account and have determined...
the following:
Our records indicate that on January 24, 2015 you contacted our customer service team requesting to disconnect your Cox account effective January 31, 2015. Per your request, service and billing was stopped on January 31, 2015. I have attached your final statement that confirms the disconnect date and the prorated credits to your account (reference page 2 of 4, partial month services).
On February 10, 2015, Cox received the outstanding equipment that was assigned to your account Cox account.
Please accept our apologies for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your former 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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Sunday, July 5, 2015Dear Revdex.com and Ms. [redacted]:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action may possibly resolve my complaint. For your reference, details of the offer I reviewed appear below, along with my explanation as to why I have temporarily rejected it.
I will await contact with Cox Communications executive based in [redacted], [redacted] promised by COB on Monday, July 6, 2015 before taking any further action. I sincerely hope that such followup communication and third-party review will enable a satisfactory solution acceptable to all parties.Thank you Ms. [redacted] for referring this matter as I had requested. Please note that I could not accept this as a solution outright before communicating with your [redacted] representative, as such acceptance would prematurely and permanently close this complaint without actual assurance of resolution. However, it is in all our interests that this matter be concluded and resolved, and I am optimistic that this may be the end result of tomorrow's discussions.I appreciate your assistance. Thank you again.
Regards,
[redacted] Cox Customer Account Number: [redacted]
[redacted]
[redacted]Email: [redacted]Voice: ###-###-####On 7/5/2015 at 2:46:35 PM Ms. [redacted] wrote to [redacted] via the San Diego Revdex.com:Mr. [redacted],I will have someone from our Corporate office in [redacted] call you by COB Wednesday.Respectfully,[redacted]Executive Office of the Regional ManagerCox Communications, California###-###-####
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your recent installation of cable and internet. I have conducted a thorough review...
of your account and have determined the following:
Our records show that on March 27, 2015 you agreed to add cable service to your existing internet account. It was determined that a $50 deposit was required prior to the installation being completed. We do not show record of an installation date being set for March 31, 2015.
You state in your complaint letter that Cox billed you although you did not have the services installed. In reviewing your account, the $51.99 that you reference was for the existing internet service and not the deposit (see attached).
On April 1, 2015, the $50.00 deposit was charged to your Cox account and the install of your video service was completed. Cox did not charge you an additional $50.00 deposit as stated in your complaint letter.
Cox would like to apologize that it was not explained to you that a paid deposit was required prior to installation. As a result of the inconvenience this has caused you, I have issued 1-month video credit to your account in the amount of $65.33. This adjustment will reflect on your next billing statement.
Again, 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]
Executive Office of the Regional Manager
Cox Communications, California
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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 addressed to the Revdex.com in regards to the quality of your cable service. I have conducted a review of your...
account and have determined the following:
Our records show that you have contacted us several times since April 13, 2014 to report issues with your cable service. We have sent technicians to your home as well as applied approximately $225.00 in service credit for the intermittent issues you are experiencing.
Prior to issuing any additional credits, we would like to resolve your service issue. Please contact me directly so that we can arrange a convenient time to have one of our Field Supervisors visit your home.
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 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,
[redacted]
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 addressed to the Revdex.com disputing the $25.00 returned payment fee billed to your account.
Cox has issued a...
one-time courtesy credit to your account. This credit will reflect on your next billing statement.
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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Dear Mr. [redacted],
Thank you for giving Cox the opportunity to serve your communication needs. We have reviewed your complaint and have determined the following:
Our engineers contacted Mighty 1090 yesterday to advise them of your service concern. It appeared that Mighty 1090 was...
broadcasting incorrectly. We received notification today, that this has been corrected.
Please accept our apologies for any inconvenience this has caused you. We thank you for bringing this to our attention. If you have any additional concerns and/or feedback, please do not hesitate to contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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