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 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.This complaint is 2-fold and ongoing. It covers customer and service responses to p[redacted]lems with 1-Cox Cloud Drive, and 2-Cox Email Service. I have repeatedly tried to resolve these issues which include the following Cox Support ticket numbers: # [redacted] (erratic email service since November 2015), # [redacted] of 03/31/2015 (non-functional Cox Cloud Drive iOS App), # [redacted] of 03/31/15 and # [redacted] of 04/07/2015 (logon issues with the Cox Cloud Drive via stand alone programs (1) Cox Drag and Drop Backup, (2) Cox Cloud Drive version 5.1.30.18. In all cases I have had over 15 contacts with Level 1, 2, 3 technicians by email and phone. I have written to Cox Corporate HQ, Executive Office of the Regional Manager, and called that executive multiple times. She has ignored my complaints and not responded, even though she had previously invited me to contact her at any time if p[redacted]lems persisted in the future. I have documented each and every message and contact, with a log showing date, time, name of person, complaint, content and duration of call. I have also posted complaints on Cox User Forums and received feedback from other Cox users. I have been a Cox customer for 27-1/2 years. Their internet service and support has deteriorated in the past 12 to 18 months. These issues affect many other users whom technical support has admitted to me have made SIMILAR REPEATED COMPLAINTS. Cox has been slow to respond, and usually does not survey customer satisfaction with response to an open ticket, as do technology industry leaders, such as [redacted], etc. I have lost time, productivity, and patience dealing with these outages, reporting issues, responding to excuses. There are other alternatives to Cox. I have no more patience or time. I want a response and resolution immediately, and I definitely want to be compensated for my actual expenses in being forced to subscribe to the [redacted] Cloud Drive in lieu of the Cox free service.Cox agrees that the ongoing email server outages on webmail.west.cox.net have been present since Nov 2014 and is continuing. I want a full refund of ALL past internet fees and WAIVER of future monthly fees until Cox finishes its rolling upgrades. On the Cox Cloud Drive issues, 3 in all, Cox has lied to me repeatedly. I now am paying $99 annually to [redacted] for their [redacted] Cloud Drive, because the Cox free service included with my Cox internet does not function. There are hundreds of complaints at the [redacted] App Store on the Cox Cloud Drive application, which has the lowest possible rating, 1-star out of 5, a FAILING GRADE. I want Cox to reimburse me for my [redacted] Cloud subscription. I also want a written APOLOGY for having my time wasted, for poor or non-existent service, and for lies and excuses. I bought the best computer, and paid for the best premium internet service to increase my productivity. I am not getting what I have been promised. A FULL refund is in order.Desired Resolution:Billing Adjustment
Regards,
[redacted]
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 experience in disputing the equipment charge billed to your account.
Let me begin by apologizing...
for your experience and advising you that I have credited the remaining balance of $131.77 to your Cox account. We have notified our collection agencies of this error and can assure you that this will not affect your credit.
Ms. [redacted], again we apologize for any frustration we may have caused you during this time. 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
###-###-####
Dear [redacted],
Thank you for allowing Cox the opportunity to serve your business needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to the 3-month credit promotion we offered you. Cox has conducted a thorough review of your account...
and has determined the following:
I would first like to apologize for the lack of follow up as you attempted to resolve your concerns directly with our business team. It does appear that Cox failed to apply the credits as agreed. As a result of receiving your complaint, we have submitted the request to have the 3-month credit applied. Please allow a complete billing cycle for this credit to reflect on your Cox billing statement.
Again, please accept our apologies for any frustration we 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
###-###-####
Revdex.com:
I hace 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 willing to accept any type of charges for the February 2015 invoice since no services were provided. Cox shut down our services on Jan 19 2015 and I am unwilling to accept that I should owe any part of this bill since I repeatedly asked for the service to be shut off. I also have yet to receive any type of return label to return the Cox equipment. At this time the equipment is sitting in my closet waiting to be returned. Regardless of how many times Cox states over and over again that I owe for February this is not true. I will not pay for something that I did not receive and any other consumer would feel the same. I have not voiced my opinion on any social media as of this time, but after reviewing other consumer complaints I truly believe that Cox has no intention of correcting this. So it seems that we will be going back and forth thru the Revdex.com until this is resolved. I am willing to return all Cox equipment with label provided by Cox, I will be willing to pay for Nov to Dec and Dec to Jan that is all. that is the only time I received services.
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.
I am waiting for them to finish making the adjustments and if everything goes as promised, will consider this as resolved
Regards,
[redacted]
We are hopeful that your call to us on the 15th will resolve your billing concerns. Please accept our apologies for the inconvenience this may have caused you.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Thank you for this additional information. As a good faith gesture, Cox has applied a 2-month service credit to your account which brings your account balance to zero. You may contact our customer service team to arrange for the box swap at your convenience.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.June 27, 2015[redacted]
[redacted]
[redacted]
[redacted]Cox Customer # [redacted]Dear Ms. [redacted],I reject in whole your response for the reasons stated below. Instead, I ask to be contacted by a supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues and reasonably satisfy my demands to be compensated for out-of-pocket expenses, loss of income, inconvenience, and other impacts for service interruptions by Cox High Speed Internet, Account # [redacted].This is not only about email service, which is an INTEGRAL aspect of services provided by ANY ISP. I have expert testimony to support that statement. Email is a necessity. Colleagues worldwide know me by my email address, <[redacted]>, which I've had for 27-1/2 years. Readers of my 962 published articles in the United States, the U.K. and the Netherlands know me by my email address, <[redacted]>. Your statement is not only false, but it is the equivalent of pouring gasoline on a small fire, and turning it into a raging inferno. You could easily have extinguished this "fire" by using common sense. Instead, your untenable position escalates and intensifies my determination for a more just and reasonable result. I'm sure that the 4.5 million readers of my Examiner news analysis and aviation reports would laugh at your statement that email is not part of Internet service.For many Cox customers, email IS the ONLY part of Internet service that they use. My neighbor, [redacted], is one such example. She is also a Cox Internet subscriber and only uses email service.If there is customer dissatisfaction, to ANY degree, [redacted] would resolve it immediately. Same for [redacted]. Same for **. Same for [redacted]. Same for any corporate officer who understands their vulnerability in the competitive marketplace.Ms. [redacted], instead of offering me a solution, you blame me for calling attention to these real and pressing Cox service deficiencies, and offer a ridiculous excuse trying to divorce and separate yourself and Cox Communications from all responsibility for Cox Email and Cox Cloud Drive Services, which you provide, by contract, to your subscribers.In 1985 I had FASTER EMAIL SERVICE from my [redacted] dial-up account then the agonizing delays that I encounter on some days from Cox. Your own service technicians are equally frustrated and understand the weakness of your position. One Cox employee told me that he has logged literally thousands of TRENDING complaints from Cox customers. He spends most of his, he told me, trying to appease angry Cox customers.I have no doubt that your distorted corporate mindset accurately represents Cox Communications, and this will eventually cut into your bottom line, but also lead to your corporate demise. Companies that don't keep their customers satisfied are on a one-way road to extinction. Customer Service means Customer Satisfaction which translates into customer loyalty and Corporate profits. That's basic Business 101.Your first question, Ms. [redacted], should be: "Mr. [redacted], what would it take to make you happy?" Instead, you go "all in" with an untenable position. You asked me in the past to contact you immediately should there be ANY ongoing issues with my Cox subscription. And, by the way, just try to offer and sell Internet service WITHOUT email. Instead of keeping your word, your promise, and your integrity, your have repeatedly four (4) times IGNORED my email and voice messages. Why did you, [redacted], provide me with the following contact information:[redacted]Executive Office of the Regional ManagerCox Communications, California###-###-#### (office)###-###-#### (cell)[redacted]Ms. [redacted], you have already established bad intent, misleading representation, and sealed the deal on escalating this URGENT and PRESSING issue further.Any impartial third party will be able to easily understand the cost, impact, personal expenditures, and related frustrations resulting from multiple complaints by myself and other Cox users. You can dig your untenable hole deeper and deeper if you foolishly think that will resolve my complaints, and stop an enormous onslaught of bad press and customer dissatisfaction. Just try to hold back the tide of rising irate consumers. That's why Cox is on the decline, and the Corporate giants that I previously mentioned are industry leaders. There are MANY COMPETITIVE ALTERNATIVES to Cox Internet service.Here's a detailed log of my contacts with your Company over issues with the Cox Cloud Drive, related stand-alone applications, and more recently, daily email outages and service interruptions:06/23/2015 Email outages - calls to Level I and Level II Cox technicians - [redacted] said, "This is a highly trending issue. There have been multiple complaints. I understand your frustration." Open Ticket # [redacted]05/27/2015 Cox Cloud Drive image issues - calls to Level I Cox Cloud Drive technicians - [redacted] from 5:42 p.m. to 6:37 p.m. PDT. "I apologize to you for failing to resolve for nearly 3 months a series of issues." Ticket # # [redacted], # [redacted] and # [redacted] of 03/31/201505/27/2015 Call from [redacted], Cox Cloud Drive Level I technician on Wednesday, 05/27/2015 at 2:38 p.m. re: Ticket # [redacted] "Newer iOS devices after iOS 7.0 not supported by Cox Cloud Drive App, causing blurred images" Original excuse was that Cox Cloud Drive did not support [redacted] iOS 8.5. THERE IS NO [redacted] iOS 8.5!!! Most current [redacted] OS is 8.3. This was from a Level III Technician.05/15/2015 at 2:33 p.m. PDT Call from [redacted], Cox Level II Technician: "Issues escalated to [redacted] in operations and blurry image issue escalated to [redacted] in development".05/15/2015 at 2:06 p.m. I called Level I Cox Technician [redacted]: " [redacted], Level II Cox Technician will call you back in 5 minutes."05/06/2015 at 5:10 p.m. PDT Called [redacted] at ###-###-#### (cell) on Wednesday, May 6, 2015 at 4:32 p.m. and left Voice Mail. NO REPLY05/06/2015 at 4:32 p.m. PDT Called [redacted] at ###-###-#### (cell) on Wednesday, May 6, 2015 at 4:32 p.m. and left Voice Mail. NO REPLY05/02/2015 Received message from Cox employee [redacted] on 2 May 2015 1:20 PM: I forwarded your comments to our App Development Team. [redacted]"05/02/2015 at 4:33 a.m. PDT Email message to [redacted], <[redacted]>, Review of Cox Cloud Drive App In [redacted] App Store. NO REPLY05/02/2015 Replied to [redacted] L on 2 May 2015 at 11:32 AM with additional information.05/02/2015 Received message from Cox employee "[redacted]" at 9:28 AM: "I've asked our leadership to take a look at this and see what further assistance can be provided."04/30/2015 at 4:51 p.m. PDT Email message to [redacted], <[redacted].[redacted]>, "Please help with a pressing Cox Internet issue". NO REPLY04/30/2015 Again posted message on Cox Technical Support forum to Cox employee [redacted], stressing that these three (3) Cox Support tickets were still unresolved:[redacted]04/28/2015 at 2:31 pm PDT to 3:30 pm PDT [59 minutes call duration] Call to [redacted], Level I Cox Technician regarding Ticket # [redacted] and # [redacted] and # [redacted]04/24/2015 at 4:54 p.m. PDT On hold until 5:14 p.m. PDT - 20 minutes - no response from Level I technician04/13/2015 at 6:12 p.m. PDT Name Not Given - Level 1 Technician, Ticket # [redacted]. Told me to call ###-###-#### and ask to be transferred to Level 204/13/2015 at 11:55 a.m. PDT Call to [redacted] - Level 1 Technician re: Ticket # [redacted]. ###-###-#### Option # 704/10/2015 3:00 pm to 3:40 pm Telephone and Remote Logon Session with [redacted] Level 1 Technician. He removed some regenerating Cox Cloud Drive Directories and further explored the issue. AFTER SESSION the photos on my Cox Cloud Drive iOS 8.3 again appeared blurred. There was NO PRIOR TELEPHONE APPOINTMENT. Again, my work flow was interrupted.04/06/2015 Posted messages on the following Cox Technical Support forums asking for assistance:[redacted]
[redacted]
[redacted]03/31/2015 at 1:45 pm Called ###-###-#### and spoke with [redacted] and Samar Cox Level 1 Tech Support. Opened Ticket # [redacted]. Initial report: "Uploaded Photos are BLURRY when viewed on iOS device" I have ADDITIONAL documentation, affidavits, and other supporting materials, but in the interest of brevity I will stop here. I reserve my right to produce or add this information at a later time.Ms. [redacted], I repeat my initial request to be contacted by a Supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues because you have failed to credibly and reasonably respond to them.Regards,[redacted]
[redacted] ###-###-#### [redacted]Cox Customer # [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 bill is not corrected as promised and it appears cox is trying to charge me 131.77 for a 4 year old voice modem that is currently selling for 14.99 brand new on ebay.It took cox 4 years to tell me I had not returned the voice modem. It took 5 days for me to find it.There was no serial number on it so I had no way to tell if Cox ever issued me a modem with the serial number they said was attached to my account.Its the same exact model voice modem, and I could not have possibly got it anywhere else except from cox.So if cox is going to insist on charging me for the unreturned modem after I returned their modem without a serial number (because it had none) then this matter is most definitely not resolved.
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.
The "port request" the manager with Cox refers to makes no sense to us, as a Technician with [redacted] came out our home to install the telephone system with our being allowed to keep our phone numbers. We were expressly told that [redacted] had been informed that Cox was holding our numbers hostage for no apparent reason. We remain with our original complaint that this is poor customer service on the part of Cox, and we still request that a check for 200 USD be mailed out to us, or that our final bill with Cox be waived.
Regards,
[redacted]
Dear Ms. [redacted],
Please accept our apologies for any confusion and/or frustration we may have caused you.
I would like to suggest possibly making an appointment to meet with one of our Specialists at the Solutions store near you, it would be my pleasure to arrange a convenient time for you. During this meeting, our representative can go over all of the itemized charges you may have questions about.
Please contact me directly if you would like me to coordinate this appointment for you.
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 accoutn balance. At this time, we show the current balance on your account is...
$83.41. For your reference, I have attached your last 3 billing statements that outlines your charges and payments.
Please contact me directly with 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] and 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 rates.
In reviewing your account, it appears that you spoke with our...
Customer Service representative [redacted] on yesterday, January 8, 2015. [redacted] was able to issue the necessary adjustments to resolve your billing concern.
Mr. [redacted] and Ms. [redacted], please accept our apologies for any inconvenience we may have caused you. I have shared your experience with the necessary organizations within Cox to ensure our customers are provided with accurate information.
Please contact me directly with any additional questions and/or concerns regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your entertainment needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your internet service. I would like to apologize for the delay in resolving your service...
issues.
In reviewing your account, it appears that you began calling us in October to report speed and connectivity issues. As of today, our field engineers are working diligently to identify your service issue and resolve. In the meantime, I have issued credit to your account in the amount of $185.97. This credit is equivalent to 3-months of your internet service.
Mr. [redacted], Cox prides itself in providing customers the level of service that we have built our reputation on. It is our goal to get this resolved for you as quickly as possible. Please contact me directly with 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 for allowing Cox the opportunity to serve your communication needs. We are having difficulty locating the account referenced in your complaint letter to the Revdex.com. If you would please provide the account number or the service address, we...
will review your concerns and respond accordingly.
We look forward to hearing from you soon.
Respectfully,
[redacted]
Executive Office of the Regional Manager
[redacted]
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 promised rate.
Our records show that on October 18, 2014 you spoke with...
our Customer Loyalty team and they were able to resolve the billing issue. In addition, they have sent feedback to the original representatives Manager to assure appropriate coaching is provided.
Please note, your premium channel discount is set to expire on November 5, 2014. Notes on the account indicate that this was explained to you as well during your call on October 18, 2014.
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 Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Offices of 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 the frequent contacts made by our company.
In reviewing your account, it...
appears that the request to have your account added to our "do not call" list was not processed. As a result, we continued to reach out to you in regards to your services. As of today, December 19, 2014, I have updated your account privacy. Going forward, we will not solicit you by phone for Cox services.
Mr. [redacted] please accept our apologies for any frustration we 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 [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 experience in canceling your services. Cox would like to apologize...
for the extensive hold times as well as calls that may have been disconnected.
Per your request, we have scheduled a disconnect order for your Cox services. We have backdated the billing to October 18, 2014. Again, we would like to apologize for your experience. 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 Offices of 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 with the Revdex.com in regards to the recent changes made to your account. You state in your complaint letter that you...
were not aware that your rate would increase when you downgraded your services.
Our records show that on February 11, 2013, you entered into Cox's Price Lock Guarantee (PLG). This locked your internet rate in at $53.99 for the 2-year contracted period. Your contract expired on February 10, 2015 therefore; we began billing you at the standard rate for the level of service you subscribe to.
This information was included in the Terms and Conditions mailed with your first statement after agreeing to the PLG.
Please contact me directly with any additional questions and/or concerns 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
###-###-####
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 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.This complaint is 2-fold and ongoing. It covers customer and service responses to p[redacted]lems with 1-Cox Cloud Drive, and 2-Cox Email Service. I have repeatedly tried to resolve these issues which include the following Cox Support ticket numbers: # [redacted] (erratic email service since November 2015), # [redacted] of 03/31/2015 (non-functional Cox Cloud Drive iOS App), # [redacted] of 03/31/15 and # [redacted] of 04/07/2015 (logon issues with the Cox Cloud Drive via stand alone programs (1) Cox Drag and Drop Backup, (2) Cox Cloud Drive version 5.1.30.18. In all cases I have had over 15 contacts with Level 1, 2, 3 technicians by email and phone. I have written to Cox Corporate HQ, Executive Office of the Regional Manager, and called that executive multiple times. She has ignored my complaints and not responded, even though she had previously invited me to contact her at any time if p[redacted]lems persisted in the future. I have documented each and every message and contact, with a log showing date, time, name of person, complaint, content and duration of call. I have also posted complaints on Cox User Forums and received feedback from other Cox users. I have been a Cox customer for 27-1/2 years. Their internet service and support has deteriorated in the past 12 to 18 months. These issues affect many other users whom technical support has admitted to me have made SIMILAR REPEATED COMPLAINTS. Cox has been slow to respond, and usually does not survey customer satisfaction with response to an open ticket, as do technology industry leaders, such as [redacted], etc. I have lost time, productivity, and patience dealing with these outages, reporting issues, responding to excuses. There are other alternatives to Cox. I have no more patience or time. I want a response and resolution immediately, and I definitely want to be compensated for my actual expenses in being forced to subscribe to the [redacted] Cloud Drive in lieu of the Cox free service.Cox agrees that the ongoing email server outages on webmail.west.cox.net have been present since Nov 2014 and is continuing. I want a full refund of ALL past internet fees and WAIVER of future monthly fees until Cox finishes its rolling upgrades. On the Cox Cloud Drive issues, 3 in all, Cox has lied to me repeatedly. I now am paying $99 annually to [redacted] for their [redacted] Cloud Drive, because the Cox free service included with my Cox internet does not function. There are hundreds of complaints at the [redacted] App Store on the Cox Cloud Drive application, which has the lowest possible rating, 1-star out of 5, a FAILING GRADE. I want Cox to reimburse me for my [redacted] Cloud subscription. I also want a written APOLOGY for having my time wasted, for poor or non-existent service, and for lies and excuses. I bought the best computer, and paid for the best premium internet service to increase my productivity. I am not getting what I have been promised. A FULL refund is in order.Desired Resolution:Billing Adjustment
Regards,
[redacted]
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 experience in disputing the equipment charge billed to your account.
Let me begin by apologizing...
for your experience and advising you that I have credited the remaining balance of $131.77 to your Cox account. We have notified our collection agencies of this error and can assure you that this will not affect your credit.
Ms. [redacted], again we apologize for any frustration we may have caused you during this time. 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
###-###-####
Dear [redacted],
Thank you for allowing Cox the opportunity to serve your business needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to the 3-month credit promotion we offered you. Cox has conducted a thorough review of your account...
and has determined the following:
I would first like to apologize for the lack of follow up as you attempted to resolve your concerns directly with our business team. It does appear that Cox failed to apply the credits as agreed. As a result of receiving your complaint, we have submitted the request to have the 3-month credit applied. Please allow a complete billing cycle for this credit to reflect on your Cox billing statement.
Again, please accept our apologies for any frustration we 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
###-###-####
Revdex.com:
I hace 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 willing to accept any type of charges for the February 2015 invoice since no services were provided. Cox shut down our services on Jan 19 2015 and I am unwilling to accept that I should owe any part of this bill since I repeatedly asked for the service to be shut off. I also have yet to receive any type of return label to return the Cox equipment. At this time the equipment is sitting in my closet waiting to be returned. Regardless of how many times Cox states over and over again that I owe for February this is not true. I will not pay for something that I did not receive and any other consumer would feel the same. I have not voiced my opinion on any social media as of this time, but after reviewing other consumer complaints I truly believe that Cox has no intention of correcting this. So it seems that we will be going back and forth thru the Revdex.com until this is resolved. I am willing to return all Cox equipment with label provided by Cox, I will be willing to pay for Nov to Dec and Dec to Jan that is all. that is the only time I received services.
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.
I am waiting for them to finish making the adjustments and if everything goes as promised, will consider this as resolved
Regards,
[redacted]
Dear Ms. [redacted],
We are hopeful that your call to us on the 15th will resolve your billing concerns. Please accept our apologies for the inconvenience this may have caused you.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Thank you for this additional information. As a good faith gesture, Cox has applied a 2-month service credit to your account which brings your account balance to zero. You may contact our customer service team to arrange for the box swap at your convenience.
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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.June 27, 2015[redacted]
[redacted]
[redacted]
[redacted]Cox Customer # [redacted]Dear Ms. [redacted],I reject in whole your response for the reasons stated below. Instead, I ask to be contacted by a supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues and reasonably satisfy my demands to be compensated for out-of-pocket expenses, loss of income, inconvenience, and other impacts for service interruptions by Cox High Speed Internet, Account # [redacted].This is not only about email service, which is an INTEGRAL aspect of services provided by ANY ISP. I have expert testimony to support that statement. Email is a necessity. Colleagues worldwide know me by my email address, <[redacted]>, which I've had for 27-1/2 years. Readers of my 962 published articles in the United States, the U.K. and the Netherlands know me by my email address, <[redacted]>. Your statement is not only false, but it is the equivalent of pouring gasoline on a small fire, and turning it into a raging inferno. You could easily have extinguished this "fire" by using common sense. Instead, your untenable position escalates and intensifies my determination for a more just and reasonable result. I'm sure that the 4.5 million readers of my Examiner news analysis and aviation reports would laugh at your statement that email is not part of Internet service.For many Cox customers, email IS the ONLY part of Internet service that they use. My neighbor, [redacted], is one such example. She is also a Cox Internet subscriber and only uses email service.If there is customer dissatisfaction, to ANY degree, [redacted] would resolve it immediately. Same for [redacted]. Same for **. Same for [redacted]. Same for any corporate officer who understands their vulnerability in the competitive marketplace.Ms. [redacted], instead of offering me a solution, you blame me for calling attention to these real and pressing Cox service deficiencies, and offer a ridiculous excuse trying to divorce and separate yourself and Cox Communications from all responsibility for Cox Email and Cox Cloud Drive Services, which you provide, by contract, to your subscribers.In 1985 I had FASTER EMAIL SERVICE from my [redacted] dial-up account then the agonizing delays that I encounter on some days from Cox. Your own service technicians are equally frustrated and understand the weakness of your position. One Cox employee told me that he has logged literally thousands of TRENDING complaints from Cox customers. He spends most of his, he told me, trying to appease angry Cox customers.I have no doubt that your distorted corporate mindset accurately represents Cox Communications, and this will eventually cut into your bottom line, but also lead to your corporate demise. Companies that don't keep their customers satisfied are on a one-way road to extinction. Customer Service means Customer Satisfaction which translates into customer loyalty and Corporate profits. That's basic Business 101.Your first question, Ms. [redacted], should be: "Mr. [redacted], what would it take to make you happy?" Instead, you go "all in" with an untenable position. You asked me in the past to contact you immediately should there be ANY ongoing issues with my Cox subscription. And, by the way, just try to offer and sell Internet service WITHOUT email. Instead of keeping your word, your promise, and your integrity, your have repeatedly four (4) times IGNORED my email and voice messages. Why did you, [redacted], provide me with the following contact information:[redacted]Executive Office of the Regional ManagerCox Communications, California###-###-#### (office)###-###-#### (cell)[redacted]Ms. [redacted], you have already established bad intent, misleading representation, and sealed the deal on escalating this URGENT and PRESSING issue further.Any impartial third party will be able to easily understand the cost, impact, personal expenditures, and related frustrations resulting from multiple complaints by myself and other Cox users. You can dig your untenable hole deeper and deeper if you foolishly think that will resolve my complaints, and stop an enormous onslaught of bad press and customer dissatisfaction. Just try to hold back the tide of rising irate consumers. That's why Cox is on the decline, and the Corporate giants that I previously mentioned are industry leaders. There are MANY COMPETITIVE ALTERNATIVES to Cox Internet service.Here's a detailed log of my contacts with your Company over issues with the Cox Cloud Drive, related stand-alone applications, and more recently, daily email outages and service interruptions:06/23/2015 Email outages - calls to Level I and Level II Cox technicians - [redacted] said, "This is a highly trending issue. There have been multiple complaints. I understand your frustration." Open Ticket # [redacted]05/27/2015 Cox Cloud Drive image issues - calls to Level I Cox Cloud Drive technicians - [redacted] from 5:42 p.m. to 6:37 p.m. PDT. "I apologize to you for failing to resolve for nearly 3 months a series of issues." Ticket # # [redacted], # [redacted] and # [redacted] of 03/31/201505/27/2015 Call from [redacted], Cox Cloud Drive Level I technician on Wednesday, 05/27/2015 at 2:38 p.m. re: Ticket # [redacted] "Newer iOS devices after iOS 7.0 not supported by Cox Cloud Drive App, causing blurred images" Original excuse was that Cox Cloud Drive did not support [redacted] iOS 8.5. THERE IS NO [redacted] iOS 8.5!!! Most current [redacted] OS is 8.3. This was from a Level III Technician.05/15/2015 at 2:33 p.m. PDT Call from [redacted], Cox Level II Technician: "Issues escalated to [redacted] in operations and blurry image issue escalated to [redacted] in development".05/15/2015 at 2:06 p.m. I called Level I Cox Technician [redacted]: " [redacted], Level II Cox Technician will call you back in 5 minutes."05/06/2015 at 5:10 p.m. PDT Called [redacted] at ###-###-#### (cell) on Wednesday, May 6, 2015 at 4:32 p.m. and left Voice Mail. NO REPLY05/06/2015 at 4:32 p.m. PDT Called [redacted] at ###-###-#### (cell) on Wednesday, May 6, 2015 at 4:32 p.m. and left Voice Mail. NO REPLY05/02/2015 Received message from Cox employee [redacted] on 2 May 2015 1:20 PM: I forwarded your comments to our App Development Team. [redacted]"05/02/2015 at 4:33 a.m. PDT Email message to [redacted], <[redacted]>, Review of Cox Cloud Drive App In [redacted] App Store. NO REPLY05/02/2015 Replied to [redacted] L on 2 May 2015 at 11:32 AM with additional information.05/02/2015 Received message from Cox employee "[redacted]" at 9:28 AM: "I've asked our leadership to take a look at this and see what further assistance can be provided."04/30/2015 at 4:51 p.m. PDT Email message to [redacted], <[redacted].[redacted]>, "Please help with a pressing Cox Internet issue". NO REPLY04/30/2015 Again posted message on Cox Technical Support forum to Cox employee [redacted], stressing that these three (3) Cox Support tickets were still unresolved:[redacted]04/28/2015 at 2:31 pm PDT to 3:30 pm PDT [59 minutes call duration] Call to [redacted], Level I Cox Technician regarding Ticket # [redacted] and # [redacted] and # [redacted]04/24/2015 at 4:54 p.m. PDT On hold until 5:14 p.m. PDT - 20 minutes - no response from Level I technician04/13/2015 at 6:12 p.m. PDT Name Not Given - Level 1 Technician, Ticket # [redacted]. Told me to call ###-###-#### and ask to be transferred to Level 204/13/2015 at 11:55 a.m. PDT Call to [redacted] - Level 1 Technician re: Ticket # [redacted]. ###-###-#### Option # 704/10/2015 3:00 pm to 3:40 pm Telephone and Remote Logon Session with [redacted] Level 1 Technician. He removed some regenerating Cox Cloud Drive Directories and further explored the issue. AFTER SESSION the photos on my Cox Cloud Drive iOS 8.3 again appeared blurred. There was NO PRIOR TELEPHONE APPOINTMENT. Again, my work flow was interrupted.04/06/2015 Posted messages on the following Cox Technical Support forums asking for assistance:[redacted]
[redacted]
[redacted]03/31/2015 at 1:45 pm Called ###-###-#### and spoke with [redacted] and Samar Cox Level 1 Tech Support. Opened Ticket # [redacted]. Initial report: "Uploaded Photos are BLURRY when viewed on iOS device" I have ADDITIONAL documentation, affidavits, and other supporting materials, but in the interest of brevity I will stop here. I reserve my right to produce or add this information at a later time.Ms. [redacted], I repeat my initial request to be contacted by a Supervisor in the Cox Corporate Complaint Escalation Department, or another person with the authority to resolve these issues because you have failed to credibly and reasonably respond to them.Regards,[redacted]
[redacted] ###-###-#### [redacted]Cox Customer # [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 bill is not corrected as promised and it appears cox is trying to charge me 131.77 for a 4 year old voice modem that is currently selling for 14.99 brand new on ebay.It took cox 4 years to tell me I had not returned the voice modem. It took 5 days for me to find it.There was no serial number on it so I had no way to tell if Cox ever issued me a modem with the serial number they said was attached to my account.Its the same exact model voice modem, and I could not have possibly got it anywhere else except from cox.So if cox is going to insist on charging me for the unreturned modem after I returned their modem without a serial number (because it had none) then this matter is most definitely not resolved.
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.
The "port request" the manager with Cox refers to makes no sense to us, as a Technician with [redacted] came out our home to install the telephone system with our being allowed to keep our phone numbers. We were expressly told that [redacted] had been informed that Cox was holding our numbers hostage for no apparent reason. We remain with our original complaint that this is poor customer service on the part of Cox, and we still request that a check for 200 USD be mailed out to us, or that our final bill with Cox be waived.
Regards,
[redacted]
Dear Ms. [redacted],
Please accept our apologies for any confusion and/or frustration we may have caused you.
I would like to suggest possibly making an appointment to meet with one of our Specialists at the Solutions store near you, it would be my pleasure to arrange a convenient time for you. During this meeting, our representative can go over all of the itemized charges you may have questions about.
Please contact me directly if you would like me to coordinate this appointment for you.
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 accoutn balance. At this time, we show the current balance on your account is...
$83.41. For your reference, I have attached your last 3 billing statements that outlines your charges and payments.
Please contact me directly with 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] and 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 rates.
In reviewing your account, it appears that you spoke with our...
Customer Service representative [redacted] on yesterday, January 8, 2015. [redacted] was able to issue the necessary adjustments to resolve your billing concern.
Mr. [redacted] and Ms. [redacted], please accept our apologies for any inconvenience we may have caused you. I have shared your experience with the necessary organizations within Cox to ensure our customers are provided with accurate information.
Please contact me directly with any additional questions and/or concerns regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your entertainment needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your internet service. I would like to apologize for the delay in resolving your service...
issues.
In reviewing your account, it appears that you began calling us in October to report speed and connectivity issues. As of today, our field engineers are working diligently to identify your service issue and resolve. In the meantime, I have issued credit to your account in the amount of $185.97. This credit is equivalent to 3-months of your internet service.
Mr. [redacted], Cox prides itself in providing customers the level of service that we have built our reputation on. It is our goal to get this resolved for you as quickly as possible. Please contact me directly with 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 for allowing Cox the opportunity to serve your communication needs. We are having difficulty locating the account referenced in your complaint letter to the Revdex.com. If you would please provide the account number or the service address, we...
will review your concerns and respond accordingly.
We look forward to hearing from you soon.
Respectfully,
[redacted]
Executive Office of the Regional Manager
[redacted]
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 promised rate.
Our records show that on October 18, 2014 you spoke with...
our Customer Loyalty team and they were able to resolve the billing issue. In addition, they have sent feedback to the original representatives Manager to assure appropriate coaching is provided.
Please note, your premium channel discount is set to expire on November 5, 2014. Notes on the account indicate that this was explained to you as well during your call on October 18, 2014.
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 Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Executive Offices of 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 the frequent contacts made by our company.
In reviewing your account, it...
appears that the request to have your account added to our "do not call" list was not processed. As a result, we continued to reach out to you in regards to your services. As of today, December 19, 2014, I have updated your account privacy. Going forward, we will not solicit you by phone for Cox services.
Mr. [redacted] please accept our apologies for any frustration we 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 [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 experience in canceling your services. Cox would like to apologize...
for the extensive hold times as well as calls that may have been disconnected.
Per your request, we have scheduled a disconnect order for your Cox services. We have backdated the billing to October 18, 2014. Again, we would like to apologize for your experience. 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 Offices of 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 with the Revdex.com in regards to the recent changes made to your account. You state in your complaint letter that you...
were not aware that your rate would increase when you downgraded your services.
Our records show that on February 11, 2013, you entered into Cox's Price Lock Guarantee (PLG). This locked your internet rate in at $53.99 for the 2-year contracted period. Your contract expired on February 10, 2015 therefore; we began billing you at the standard rate for the level of service you subscribe to.
This information was included in the Terms and Conditions mailed with your first statement after agreeing to the PLG.
Please contact me directly with any additional questions and/or concerns 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
###-###-####