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.If I receive one more bill higher than the specified amount of $174 and change I will be very upset and will file another complaint. Please MAKE SURE this does not happen again to me or to anyone else.
Regards,
[redacted]
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.
My account currently does not reflect $78.18 as was stated in the response, however I did pay my agreed to rate $78.18 as to avoid late notices....
Regards,
[redacted]
Dear Ms. [redacted],
Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the...
quality of the service we provide to our customers.
Per our conversation on 2/18/2015 I have issued a one time credit of $276.00 to your account which covers the difference of the quoted monthly rate for 1 year.
If you have have any additional questions regarding this matter I am available Monday through Friday 8:00am to 5:00pm.
Best Regards,
[redacted], Office of the Regional Manager
Customer Resolution Specialst, California
###-###-#### Tel ###-###-#### Toll
Monday through Friday, 8:00am-5:00pm
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.
I am not satisfied with Cox's response as they have resent me the statements that I have already received that are not accurate. I had asked in my Revdex.com complaint and Cox Communications for an updated statement that shows what they were saying on the phone so I could have the same information as they do. Nothing has been resolved which is why I originally filed a complaint with Revdex.com. I have paid the balance that they requested and online it shows a different amount then what was shared in their response. So, once again, there is a conflict with what is being said and what is written. I had also requested that my due date be changed to the first of the month rather than the middle of the month to ensure that Cox Communications will not be overcharging me when I have NOT missed any payments. Their negligence in updating what has actually transpired after speaking with multiple individuals is still not reflective in the billing statements. This is why I do not feel that my complaint has been resolved.
Regards,
[redacted]
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are receipt of your complaint letter filed with the Revdex.com in regards to your recent install. On behalf of the Cox organization, I would like to extend an apology to you...
for your recent experience.
We have shared your concerns with the organizations within Cox that are responsible for ensuring that our customers are provided with accurate information. It disheartens us to know that misinformation has caused you to cancel your service.
As a result of your experience, Cox has credited $206.28 towards your Cox account. This amount represents the payment you made in the amount of $177.86 as well as the services you were billed for. This credit will be issued in the form of a refund check within 3-4 weeks.
Again Mr. [redacted], we apologize for your experience. 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
###-###-####
Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your contracted services. For your reference, I have attached your contract for review.
As...
indicated by the bold arrows, these services will incur an early termination fee if disconnected prior to the contracted end date. If you make changes to the services with the hallow arrow, you will not incur any early termination fees.
Please accept our apologies if this were not correctly explained to you. If you would still like to make changes to your service, you may contact me directly to assist.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for taking the time to speak with me this afternoon. Again, I apologize for failing to be available for your call. As agreed, Cox has applied a credit to your account in the amount of $300.00. This credit serves as compensation for the frustrations we have caused you.
Also to clarify, your current monthly recurring rate is $174.54. This includes taxes, fees and equipment rental. You are not locked into a contract therefore; your rates are subject to change in the event Cox has a rate increase.
Again, please accept our apologies for your recent experience. 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
###-###-####
Dear Mr. [redacted],
Thank you so much for this additional information. I have shared this with our field service Managers, construction and network operations team. They will be out today to run additional test from the tap to our drop. If they find unacceptable anomalies, they will be dressed at that time.
Mr, [redacted], I apologize that it is taking us an unacceptable amount of time to address your service concerns. We know you have a choice in providers and thank you for patients as we try and identify and resolve your intermittent service.
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],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your Cox account.
Our records show that on October 16, 2014 you contacted our...
customer service team to activate your internet modem. At that time, our representative inadvertently set up a secondary account at your service address. This was an error.
On November 21, 2014, you contacted our customer service team to dispute the rate of your service. At that time, the error was discovered.
Mr. [redacted], Cox has removed all charges and services associated with the account that was set up in error. In addition, we have made this account "non-serviceable" to ensure that it will not happen again. The proper coaching has been sent to the department that caused this error and will be addressed accordingly.
Please accept our apologies for any inconvenience we may have caused you. I am available for any additional feedback you may have.
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.
Once again I will state no label has been received to return the equipment. You should be able to check the tracking number you used to verify this information. I will not agree to pay for any services for the Month of February. You provided no service at all during that time so there is no reason for you to prorate any fees whatsoever. You cannot honestly state that you are charging me for approximately 6 days( the time the service was shut off, to the time you BACKDATED THE CANCEL REQUEST, a total for around $150.00? So now that you have FAILED on multiple attempts to resolve this issue concerning the payment due, you have FAILED to resolve the issue with the shipping label just as you failed at the attempts to cancel my account over multiple days and numerous attempts per day, where does that leave us? You have not addressed the concerns about your company failing to cancel my account when first requested, you choose to side step the issues that you embarrassed me by leaving a bright yellow notice, to pay amount owed or have service turned off, THEN YOU DIDNT EVEN TURN THE SERVICE OFF! When you state in one of your responses that total owed was most $500.00 dollars, but attach an additional monthly invoice as well as equipment charges BUT SAY NOTHING!!!! shows Cox's deceitful tactics, and do not speak well for your companies character, this is just another example of how Cox operates. And now, as if all of the time I have wasted trying to resolve this in an amicable way isn't bad enough, you send my information to a collection agency??? are you kidding me?? You have not even held up to your end of the agreement to get the label to me, I still have not received the email cancellation confirmation that has been requested numerous times.I have addressed concerns regarding your customer service and the way your agent treated me, all the attempts I made thru email to cancel the account. You should not refuse the request to make the adjustment to the February statement for $0.00 because I WILL NOT PAY FOR SOMETHING YOU DID NOT PROVIDE! You are attempting to steal money that does not belong to you, this is outrageous that you think that this is a satisfactory resolution. I will need to talk to someone else since you refuse to acknowledge the statements I have made to you multiple times. Its exactly like the email request to cancel this service, you keep saying no and this just causes additional charges to your "customers" when clearly you do not care about your customers. If this is your final statement regarding this and you will not send a label to me or to make the adjustment for February I need to speak to someone that is above you because I WILL NOT!!! PAY ANY MONIES FOR FEBRUARY! I know my rights as a consumer and you should know your rights as a provider, no service no payment. This is not a request any longer. I will state once again for the final time. I will not accept any other resolution but for you to remove February monthly charges (prorated or not) I need to have a shipping label sent to me, and email confirmation that the account is cancelled and the date it was cancelled. And now an additional request to retract my information from the collection agency, since you have failed to even attempt to resolve this issue. We are in the middle of a Revdex.com dispute I am trying to work with you and you are being completely unreasonable. At this point I will be letting anyone and everyone that I am in contact with, know just what type of treatment and "services" that Cox provides their customers. I swear this has to be a joke I cannot believe I am again responding to your repeated statements again in MARCH! This started in January.Once again any other offers will be rejected. Please do not send the same statements again in another response, this is a waste of my time. I will not accept any charges for February at all.
Regards,
[redacted]
Dear Ms. [redacted],
Let me thank you for allowing Cox Communications the opportunity to serve your communication needs. We are in receipt of your complaint letter in regards to the balance on your former Cox account. I have conducted a thorough review of your account and have determined...
the following:
Our records show that on March 21, 2014, you requested to disconnect your Cox account. At that time, you had a balance owing of $160.71 with a due date of April 11, 2014. (Statement attached).
On March 29, 2014, Cox mailed you a final statement with a balance owing of $160.71 that was due immediately. (attached)
Cox records do not show that a payment was received within a reasonable time therefore; your account balance was referred to an outside collection agency on April 23, 2014.
On June 18, 2014, you contacted our customer service team to dispute the write-off balance. At that time, you were advised that the balance was now being managed by the outside collection agency and we would not be able to apply credit towards the balance.
Ms. [redacted], Cox allows its customers 30-days to dispute their balance prior to us referring the account to an outside collection agency. In addition, the collection agency allows the customer 30-days to dispute the balance prior to reporting it on their credit.
Based on this information, we must respectfully deny your request to have this amount removed from your credit report.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
Mr. [redacted],
Cox feels that they have provided you with sufficient information to address your Revdex.com complaint. At this time, Cox has no further information and/or response to provide.
Respectfully,
[redacted]
Executive Office of the Regional Manager
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me only on the condition that my internet service remains uninterrupted due to DNS (Domain Name System) server unavailability. Naturally, there are factors outside the control of Cox communications (weather, falling tree branches, careless digging) which can cause interruptions to the service and I accept that those events are unavoidable risks, and I cannot hold Cox responsible in these instances.
Regards,
[redacted]
Dear Revdex.com and Ms. [redacted]:
I have reviewed the response made by Cox Communications in reference to complaint ID [redacted], and have determined that the proposal by [redacted] of the Cox [redacted] Office, Corporate Relations Department, [###-###-####], would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. [redacted] offered me $30 in compensation for a litany of outages, unavailable service, out-of-pocket expenses, interruption and delays to my service, and other abuses. I wholly reject that inadequate, arbitrary, and insulting offer. These are the questions that I asked Mr. [redacted], and now you, Ms. [redacted]:Why does Cox offer products or so-called extra benefits that do not work and excuse that fact by calling them "free services"?Why does almost every respected technology company, EXCEPT COX, track customer satisfaction after EACH and EVERY point of contact ?Why does Cox upgrade email servers during PEAK USAGE rather than during minimum usage, i.e. 2:00 a.m. to 4:00 a.m.?Why does Cox Marketing portray users as stupid and foolish stereotypes rather than highly respected professionals who use the Internet for business and productivity?Why does Cox support staff fail to take ownership on an issue, and follow it to its conclusion, NEVER keeping customers updated with progress reports?Why does Cox make every excuse possible for technical service issues, including attempting to place BLAME on their SUBSCRIBERS?Why does Cox fail to hold ongoing FOCUS GROUPS to define user dissatisfaction and problems, and correct them?Instead of resolving my concerns, Mr. [redacted], criticized me for not reporting outages even more vigorously. As Mr. [redacted] expressed it, "How would Cox know that something is not working if you don't tell us about it?" I regret that Ms. [redacted] selected a staff member to resolve these issues that is even more incompetent and clueless then herself. When I asked that this matter be referred to someone in the Cox Corporate Complaint Escalation Department, I was thinking in terms of a Senior Executive with the ability to reason, think critically, and act in good faith. Mr. [redacted] is not that person. He is a lightweight in every sense of the word.I am 75-years old, suffering from a form of cancer called Multiple Myeloma, which attacks the blood, bones, and other vital organs. It may even cause me to have even less patience with stupidity and poor service. Ms. [redacted], you have not only exhausted my patience and good well, you have shown utter disrespect for the basic principals of customer retention and complaint resolution.Therefore, I am increasing my demands. I want a public apology and compensation of $2,500. I also want the San Diego Regional Manager to contact me directly, after reviewing your handling, Ms. [redacted], of this incident. There is a reason that Cox Communications has ONLY NEGATIVE user reviews, and a long list of complaints on various consumer review sites. I am very willing to have this matter marked as UNRESOLVED, to document every one of your lame responses in media releases, and to use social networking to expose how you treat customers. Apparently "customer service" is not part of your vocabulary.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Well the dates are not actually accurate because the customer did not document all of the calls, and you are not accounting for the fact that when the signal strength is poor, the internet did not work as well, which means I had to pay extra to get verizon wireless data to complete my online courses for schooling, which cost me an extra 50 dollars a month, so I think you should have accounted for that in your pricing and refund, and all of the time I took off of work, and the fact that we had to repair the roof 2 times because they stomped around up there even after I asked them to please be respectful of that, and I could have explained all of this if you had ever actually contacted me and we were able to speak together on this. I have had cox cable for 20 years at all of my residence and until the last 2 years I have never had a more discouraging experience with service, customer service, management lacking follow through, and having to take so much of my time calling, waiting on cox cable to come out, 3 times in one day, including a supervisor who had no idea what he was doing and made everything worse. I am quite disappointed and unsatisfied that this is the proposal you have come to and that you still didn't bother to take the time to call me and speak to me as a person, to explain all of the hassle and trouble I have gone through. It rained on my bed twice after they got on the roof and stomped around claiming they fixed the problem and left and brought the same junky old replacement box,, and I had to steam clean my bed twice because they ruined the roof. I don't really know what to say about this. I guess there is nothing more I can do about this, and the lack of being responded to via phone to go over this, is extremely unprofessional. I am a busy person as well, but the courtesy you stated to speak with you was not followed through. And to offer me roughly 350$ as credit for a duration of 6-8 months of cable and internet not working 90% of the time is really shocking.
Regards,
[redacted]
Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent visit from our technician. You are disputing the additional outlet fees that were billed...
to your account. I have conducted a thorough review of the work order and have determined the following:
Our records show that you contacted our customer service team on December 16, 2014 to request that an additional jack be installed outside of your home (ie. garage, patio etc.). At that time, an order was placed for December 21, 2014 between 1-3pm. Notes on the account indicate that you were advised of the fee to install the additional outlet.
Based on this information, we must respectfully deny your request for full credit of the work that was performed on December 21, 2014. However, as a good faith gesture, we will honor the 50% credit that was previously offered to you.
An adjustment of $45.37 has been applied to your account and 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 8:00am to 4:30pm, Monday through Friday.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear [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 the disputed equipment charge on your account. I have reviewed your account and have determined...
the following:
Our records show that the outstanding equipment is the EMTA (modem) that provided you with your phone service. It does not appear that this equipment was returned with your cable boxes. However, to maintain a positive relationship with you, I have agreed to have the equipment removed from your account and placed in a "lost" status. This status will reverse the charge and will leave a credit balance of $56.33 which will be issued to you in the form of a refund check. Please allow 3-4 weeks for processing.
Mr. [redacted], 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
###-###-####
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.I have previously filed a complaint on 1/8/15 with ID # [redacted]. I had stated that I would accept the companies attempt to resolve the situation with the stipulation that if it wasn't resolved once I met with their Specialist at a Solution Store near me that I would again contact Revdex.com. I was not able to meet with the Specialist within the 7 day window. Instead I met with a [redacted] on 2/9/15. I am attaching correspondence that I recieved when I met with [redacted] and a letter stating my concern with this complaint still not being resolved. I gave [redacted] a chance to call back after meeting with [redacted] yet she has not returned my call since 2/9/15. Therefore I am conitnuing with this complaintMy hope is that Cox Communications can show a written document showing what I actually owe and that I have paid off any outstanding bills and that I am current on my bill. As of now nothing has been made in writing as I had previoulsy requested. They continue instead to print out the same documentation.
Regards,
[redacted]
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.Regards,[redacted] I do not totally agree with the business offer because they are leaving a linked account about a tv service that I had never authorized ,I will accept their propose when they leave totally clear and clean my account with only my connect to compete internet service that it was the only one that I had order since the beginning
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.If I receive one more bill higher than the specified amount of $174 and change I will be very upset and will file another complaint. Please MAKE SURE this does not happen again to me or to anyone else.
Regards,
[redacted]
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.
My account currently does not reflect $78.18 as was stated in the response, however I did pay my agreed to rate $78.18 as to avoid late notices....
Regards,
[redacted]
Dear Ms. [redacted],
Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com. Let me begin by thanking you for allowing us the opportunity to serve you. We thank you for bringing your concerns to our attention. Doing so allows us to improve the...
quality of the service we provide to our customers.
Per our conversation on 2/18/2015 I have issued a one time credit of $276.00 to your account which covers the difference of the quoted monthly rate for 1 year.
If you have have any additional questions regarding this matter I am available Monday through Friday 8:00am to 5:00pm.
Best Regards,
[redacted], Office of the Regional Manager
Customer Resolution Specialst, California
###-###-#### Tel ###-###-#### Toll
Monday through Friday, 8:00am-5:00pm
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.
I am not satisfied with Cox's response as they have resent me the statements that I have already received that are not accurate. I had asked in my Revdex.com complaint and Cox Communications for an updated statement that shows what they were saying on the phone so I could have the same information as they do. Nothing has been resolved which is why I originally filed a complaint with Revdex.com. I have paid the balance that they requested and online it shows a different amount then what was shared in their response. So, once again, there is a conflict with what is being said and what is written. I had also requested that my due date be changed to the first of the month rather than the middle of the month to ensure that Cox Communications will not be overcharging me when I have NOT missed any payments. Their negligence in updating what has actually transpired after speaking with multiple individuals is still not reflective in the billing statements. This is why I do not feel that my complaint has been resolved.
Regards,
[redacted]
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are receipt of your complaint letter filed with the Revdex.com in regards to your recent install. On behalf of the Cox organization, I would like to extend an apology to you...
for your recent experience.
We have shared your concerns with the organizations within Cox that are responsible for ensuring that our customers are provided with accurate information. It disheartens us to know that misinformation has caused you to cancel your service.
As a result of your experience, Cox has credited $206.28 towards your Cox account. This amount represents the payment you made in the amount of $177.86 as well as the services you were billed for. This credit will be issued in the form of a refund check within 3-4 weeks.
Again Mr. [redacted], we apologize for your experience. 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
###-###-####
Dear Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your contracted services. For your reference, I have attached your contract for review.
As...
indicated by the bold arrows, these services will incur an early termination fee if disconnected prior to the contracted end date. If you make changes to the services with the hallow arrow, you will not incur any early termination fees.
Please accept our apologies if this were not correctly explained to you. If you would still like to make changes to your service, you may contact me directly to assist.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for taking the time to speak with me this afternoon. Again, I apologize for failing to be available for your call. As agreed, Cox has applied a credit to your account in the amount of $300.00. This credit serves as compensation for the frustrations we have caused you.
Also to clarify, your current monthly recurring rate is $174.54. This includes taxes, fees and equipment rental. You are not locked into a contract therefore; your rates are subject to change in the event Cox has a rate increase.
Again, please accept our apologies for your recent experience. 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
###-###-####
Dear Mr. [redacted],
Thank you so much for this additional information. I have shared this with our field service Managers, construction and network operations team. They will be out today to run additional test from the tap to our drop. If they find unacceptable anomalies, they will be dressed at that time.
Mr, [redacted], I apologize that it is taking us an unacceptable amount of time to address your service concerns. We know you have a choice in providers and thank you for patients as we try and identify and resolve your intermittent service.
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],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to your Cox account.
Our records show that on October 16, 2014 you contacted our...
customer service team to activate your internet modem. At that time, our representative inadvertently set up a secondary account at your service address. This was an error.
On November 21, 2014, you contacted our customer service team to dispute the rate of your service. At that time, the error was discovered.
Mr. [redacted], Cox has removed all charges and services associated with the account that was set up in error. In addition, we have made this account "non-serviceable" to ensure that it will not happen again. The proper coaching has been sent to the department that caused this error and will be addressed accordingly.
Please accept our apologies for any inconvenience we may have caused you. I am available for any additional feedback you may have.
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.
Once again I will state no label has been received to return the equipment. You should be able to check the tracking number you used to verify this information. I will not agree to pay for any services for the Month of February. You provided no service at all during that time so there is no reason for you to prorate any fees whatsoever. You cannot honestly state that you are charging me for approximately 6 days( the time the service was shut off, to the time you BACKDATED THE CANCEL REQUEST, a total for around $150.00? So now that you have FAILED on multiple attempts to resolve this issue concerning the payment due, you have FAILED to resolve the issue with the shipping label just as you failed at the attempts to cancel my account over multiple days and numerous attempts per day, where does that leave us? You have not addressed the concerns about your company failing to cancel my account when first requested, you choose to side step the issues that you embarrassed me by leaving a bright yellow notice, to pay amount owed or have service turned off, THEN YOU DIDNT EVEN TURN THE SERVICE OFF! When you state in one of your responses that total owed was most $500.00 dollars, but attach an additional monthly invoice as well as equipment charges BUT SAY NOTHING!!!! shows Cox's deceitful tactics, and do not speak well for your companies character, this is just another example of how Cox operates. And now, as if all of the time I have wasted trying to resolve this in an amicable way isn't bad enough, you send my information to a collection agency??? are you kidding me?? You have not even held up to your end of the agreement to get the label to me, I still have not received the email cancellation confirmation that has been requested numerous times.I have addressed concerns regarding your customer service and the way your agent treated me, all the attempts I made thru email to cancel the account. You should not refuse the request to make the adjustment to the February statement for $0.00 because I WILL NOT PAY FOR SOMETHING YOU DID NOT PROVIDE! You are attempting to steal money that does not belong to you, this is outrageous that you think that this is a satisfactory resolution. I will need to talk to someone else since you refuse to acknowledge the statements I have made to you multiple times. Its exactly like the email request to cancel this service, you keep saying no and this just causes additional charges to your "customers" when clearly you do not care about your customers. If this is your final statement regarding this and you will not send a label to me or to make the adjustment for February I need to speak to someone that is above you because I WILL NOT!!! PAY ANY MONIES FOR FEBRUARY! I know my rights as a consumer and you should know your rights as a provider, no service no payment. This is not a request any longer. I will state once again for the final time. I will not accept any other resolution but for you to remove February monthly charges (prorated or not) I need to have a shipping label sent to me, and email confirmation that the account is cancelled and the date it was cancelled. And now an additional request to retract my information from the collection agency, since you have failed to even attempt to resolve this issue. We are in the middle of a Revdex.com dispute I am trying to work with you and you are being completely unreasonable. At this point I will be letting anyone and everyone that I am in contact with, know just what type of treatment and "services" that Cox provides their customers. I swear this has to be a joke I cannot believe I am again responding to your repeated statements again in MARCH! This started in January.Once again any other offers will be rejected. Please do not send the same statements again in another response, this is a waste of my time. I will not accept any charges for February at all.
Regards,
[redacted]
Mr. [redacted],
I will have someone from our Corporate office in [redacted] call you by COB Wednesday.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Let me thank you for allowing Cox Communications the opportunity to serve your communication needs. We are in receipt of your complaint letter in regards to the balance on your former Cox account. I have conducted a thorough review of your account and have determined...
the following:
Our records show that on March 21, 2014, you requested to disconnect your Cox account. At that time, you had a balance owing of $160.71 with a due date of April 11, 2014. (Statement attached).
On March 29, 2014, Cox mailed you a final statement with a balance owing of $160.71 that was due immediately. (attached)
Cox records do not show that a payment was received within a reasonable time therefore; your account balance was referred to an outside collection agency on April 23, 2014.
On June 18, 2014, you contacted our customer service team to dispute the write-off balance. At that time, you were advised that the balance was now being managed by the outside collection agency and we would not be able to apply credit towards the balance.
Ms. [redacted], Cox allows its customers 30-days to dispute their balance prior to us referring the account to an outside collection agency. In addition, the collection agency allows the customer 30-days to dispute the balance prior to reporting it on their credit.
Based on this information, we must respectfully deny your request to have this amount removed from your credit report.
Best Regards,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
Mr. [redacted],
Cox feels that they have provided you with sufficient information to address your Revdex.com complaint. At this time, Cox has no further information and/or response to provide.
Respectfully,
[redacted]
Executive Office of the Regional Manager
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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 only on the condition that my internet service remains uninterrupted due to DNS (Domain Name System) server unavailability. Naturally, there are factors outside the control of Cox communications (weather, falling tree branches, careless digging) which can cause interruptions to the service and I accept that those events are unavoidable risks, and I cannot hold Cox responsible in these instances.
Regards,
[redacted]
Dear Revdex.com and Ms. [redacted]:
I have reviewed the response made by Cox Communications in reference to complaint ID [redacted], and have determined that the proposal by [redacted] of the Cox [redacted] Office, Corporate Relations Department, [###-###-####], would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Mr. [redacted] offered me $30 in compensation for a litany of outages, unavailable service, out-of-pocket expenses, interruption and delays to my service, and other abuses. I wholly reject that inadequate, arbitrary, and insulting offer. These are the questions that I asked Mr. [redacted], and now you, Ms. [redacted]:Why does Cox offer products or so-called extra benefits that do not work and excuse that fact by calling them "free services"?Why does almost every respected technology company, EXCEPT COX, track customer satisfaction after EACH and EVERY point of contact ?Why does Cox upgrade email servers during PEAK USAGE rather than during minimum usage, i.e. 2:00 a.m. to 4:00 a.m.?Why does Cox Marketing portray users as stupid and foolish stereotypes rather than highly respected professionals who use the Internet for business and productivity?Why does Cox support staff fail to take ownership on an issue, and follow it to its conclusion, NEVER keeping customers updated with progress reports?Why does Cox make every excuse possible for technical service issues, including attempting to place BLAME on their SUBSCRIBERS?Why does Cox fail to hold ongoing FOCUS GROUPS to define user dissatisfaction and problems, and correct them?Instead of resolving my concerns, Mr. [redacted], criticized me for not reporting outages even more vigorously. As Mr. [redacted] expressed it, "How would Cox know that something is not working if you don't tell us about it?" I regret that Ms. [redacted] selected a staff member to resolve these issues that is even more incompetent and clueless then herself. When I asked that this matter be referred to someone in the Cox Corporate Complaint Escalation Department, I was thinking in terms of a Senior Executive with the ability to reason, think critically, and act in good faith. Mr. [redacted] is not that person. He is a lightweight in every sense of the word.I am 75-years old, suffering from a form of cancer called Multiple Myeloma, which attacks the blood, bones, and other vital organs. It may even cause me to have even less patience with stupidity and poor service. Ms. [redacted], you have not only exhausted my patience and good well, you have shown utter disrespect for the basic principals of customer retention and complaint resolution.Therefore, I am increasing my demands. I want a public apology and compensation of $2,500. I also want the San Diego Regional Manager to contact me directly, after reviewing your handling, Ms. [redacted], of this incident. There is a reason that Cox Communications has ONLY NEGATIVE user reviews, and a long list of complaints on various consumer review sites. I am very willing to have this matter marked as UNRESOLVED, to document every one of your lame responses in media releases, and to use social networking to expose how you treat customers. Apparently "customer service" is not part of your vocabulary.
Sincerely,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Well the dates are not actually accurate because the customer did not document all of the calls, and you are not accounting for the fact that when the signal strength is poor, the internet did not work as well, which means I had to pay extra to get verizon wireless data to complete my online courses for schooling, which cost me an extra 50 dollars a month, so I think you should have accounted for that in your pricing and refund, and all of the time I took off of work, and the fact that we had to repair the roof 2 times because they stomped around up there even after I asked them to please be respectful of that, and I could have explained all of this if you had ever actually contacted me and we were able to speak together on this. I have had cox cable for 20 years at all of my residence and until the last 2 years I have never had a more discouraging experience with service, customer service, management lacking follow through, and having to take so much of my time calling, waiting on cox cable to come out, 3 times in one day, including a supervisor who had no idea what he was doing and made everything worse. I am quite disappointed and unsatisfied that this is the proposal you have come to and that you still didn't bother to take the time to call me and speak to me as a person, to explain all of the hassle and trouble I have gone through. It rained on my bed twice after they got on the roof and stomped around claiming they fixed the problem and left and brought the same junky old replacement box,, and I had to steam clean my bed twice because they ruined the roof. I don't really know what to say about this. I guess there is nothing more I can do about this, and the lack of being responded to via phone to go over this, is extremely unprofessional. I am a busy person as well, but the courtesy you stated to speak with you was not followed through. And to offer me roughly 350$ as credit for a duration of 6-8 months of cable and internet not working 90% of the time is really shocking.
Regards,
[redacted]
Ms. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent visit from our technician. You are disputing the additional outlet fees that were billed...
to your account. I have conducted a thorough review of the work order and have determined the following:
Our records show that you contacted our customer service team on December 16, 2014 to request that an additional jack be installed outside of your home (ie. garage, patio etc.). At that time, an order was placed for December 21, 2014 between 1-3pm. Notes on the account indicate that you were advised of the fee to install the additional outlet.
Based on this information, we must respectfully deny your request for full credit of the work that was performed on December 21, 2014. However, as a good faith gesture, we will honor the 50% credit that was previously offered to you.
An adjustment of $45.37 has been applied to your account and 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 8:00am to 4:30pm, Monday through Friday.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear [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 the disputed equipment charge on your account. I have reviewed your account and have determined...
the following:
Our records show that the outstanding equipment is the EMTA (modem) that provided you with your phone service. It does not appear that this equipment was returned with your cable boxes. However, to maintain a positive relationship with you, I have agreed to have the equipment removed from your account and placed in a "lost" status. This status will reverse the charge and will leave a credit balance of $56.33 which will be issued to you in the form of a refund check. Please allow 3-4 weeks for processing.
Mr. [redacted], 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
###-###-####
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.I have previously filed a complaint on 1/8/15 with ID # [redacted]. I had stated that I would accept the companies attempt to resolve the situation with the stipulation that if it wasn't resolved once I met with their Specialist at a Solution Store near me that I would again contact Revdex.com. I was not able to meet with the Specialist within the 7 day window. Instead I met with a [redacted] on 2/9/15. I am attaching correspondence that I recieved when I met with [redacted] and a letter stating my concern with this complaint still not being resolved. I gave [redacted] a chance to call back after meeting with [redacted] yet she has not returned my call since 2/9/15. Therefore I am conitnuing with this complaintMy hope is that Cox Communications can show a written document showing what I actually owe and that I have paid off any outstanding bills and that I am current on my bill. As of now nothing has been made in writing as I had previoulsy requested. They continue instead to print out the same documentation.
Regards,
[redacted]
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.Regards,[redacted] I do not totally agree with the business offer because they are leaving a linked account about a tv service that I had never authorized ,I will accept their propose when they leave totally clear and clean my account with only my connect to compete internet service that it was the only one that I had order since the beginning