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We would like to thank the customer for taking the time to file their concerns regarding their former Cox account.  Please let me begin with an apology for any inconvenience they experienced.  Additionally, our thoughts are certainly with our customer following the loss of their loved...

one. Upon receipt of this complaint, we were able to confirm that the account in question had already been closed. Additionally, due to the circumstances surrounding this situation we have brought the account to a zero balance to cease any further collections efforts. We truly appreciate our customer’s patience and understanding throughout this trying time.     It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications

July 5, 2016—Revdex.com Complaint # [redacted]—[redacted]   We were sorry to hear that the customer is unhappy with our company.  Due to the concerns that were brought to the attention of the Revdex.com, a thorough review has been completed on the account.   The customer states that she has...

experienced constant service issues with her cable and data.  The customer also said in her complaint to your office that she did not want to schedule a service call with our company, due to the possibility of a fee.   Our records confirm that the last service call on record for the client was in July of 2015.  Notations on the account also confirms that our Technical Support Team did advise the client the possibility of a service call fee, as our agents are required. While our goal is to solve all technical problems over the phone, some issues can only be resolved at the home with a service technician. All of our subscribers have the option of signing up for our CSPP (Customer Service Protection plan) which guarantees that NO service charges will be incurred by the client. Because of the problems that the customer is having, we do suggest that the subscriber contact our Customer Service Team at [redacted] and schedule a service call.  We would like the opportunity to solve and resolve the issues that the customer has brought to the attention of your office.   We hope this information has been helpful!   Catherine/Cox Communications Executive Offices/ Arizona

I do not accept the response from COX. They can check their records, I did contact with them many times. Please check my records: Attachment 1 is my cell phone call record from [redacted]. I called this number [redacted] to cancel my internet service. Cox can check their call history. I believe they have monitored the call. Attachment 2 is a survey email the next day after my call. This one is to prove I did call COX and they asked  my feedback regarding my recent call. Attachment 3 is a transcript of my chat with the COX Live Chat Support. The representative Seldon S. placed my cancellation request for the Internet service on 09/23/15. Attachment 4 is the evidence that I move out of the apartment on 09/30/2015. I did call on 10/30/2015 since they never solved my problem. I have spent a lot of time with them which is really bad. I will never pay the bill that I shouldn't pay. It is their dereliction of duty!

August 18, 2015 [redacted] We were sorry to hear of the difficulty that the customer experienced with our company and brought to your attention. Due to the concerns that the client stated that she had with her installation and damage, we...

contacted our Damage Claims Department for assistance.  We were advised that the proper team contacted the customer and arrangements were made to have the repairs completed.   The subscriber has the contact information for our Damage Claims Team should she have further questions regarding this matter. As always, we thank the Revdex.com for the opportunity to assist.  [redacted]/Cox Communications Executive Offices/ Arizona.

Cox is NOT stating the "TRUTH" I called on October 4th and told my situation to a billing agent regarding the "Agreement of $32.99 done by  Shawn in the Loyalty Dept. So the billing agent gave me a " credit and THEN TRANSFERRED me to the Loyalty Dept Agent Robert which Robert then tried to tell me I was given incorrect info from SHaWN in the Loyalty Dept and that I was given a courtesy one time credit" My agreement with Shwan was a locked in price for 32.99 which overides the previous "LOCKED IN PROMOTION til July 2018 for 59.99 To Keep their promis of an additional year...I had never gotten or completed because Cox just bumped me up , DISREGARDING THE AGREEMENT SET UP WITH SHAWN on Oct. 4th.  I did not agree to $54.99. All I know is I agrreed to pay  the Loyalty Dept's price to complete my locked in expiration date so I had 10 months left, but when the PRICES CHANGED, INCREASED, COX just wiped out my ending months and bumped me but keeps reminding me of "WHAT THE COST REALLY IS" So as to look like I am getting a great deal.  Nothing in writing, No contract so I guess they can do whatever they please to agrivate and frustrate the consumer. Still poor business ethics, and I say Cox is putting themselves first and NOT the customer or they would treat them better. HONOR YOUR VERBAL COMMITTMENTS , such as credit and promotions til they expire then BUMP your prices , if you like that would be fair.!

We would like to thank the customer for taking the time to file his concerns regarding the charges on his account.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations. Upon receipt of this complaint, I reached...

out to the customer on 7/25 and now 7/26 to speak with him to go over his concerns. Unfortunately we were unable to make contact so I emailed the customer. We look forward to reviewing the account and going over his concerns once he makes contact with us. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications     Tell us why here...

I am confused by the response from Cox. The issue was not just being charged for a fourth TV outlet.  I was also charged installation fees of $225.00. I was told the service I agreed to would be for two years, then they said that was only good for 12 months.  They did agree to waive the installation fees and to honor the monthly amount I was quoted for 12 months. Karen said I would need to call in 12 months and they would do something to try to get the same price for the next 12 months. I just feel that the response does not accurately portray what happened or my discussions with Karen.  Below is her email.  Good afternoon,As we discussed, I have you adjusted the pricing for your services to $180.19 for the first 12 months.  We will sync back up in January of 2019 to get you back to the quoted price of $180.19 for the second year, plus any adjustments to the taxes, fees, or surcharges that have occurred in that time. I’ve also provided the link to Cox’s website showing the Cable Modems we support.Regarding the Panoramic WiFi modem you are currently renting, if you decide to purchase your own equipment,  your bill will be lowered by $9.99+tax. If you choose to keep this modem at your home, we will add in its cost for the second year to the $180.xx price.For this month, the balance remaining on your account after the adjustments we’ve made is $162.71 due February 23, 2018. Going forward, aside from any changes in taxes, fees, one time charges, or surcharges, your bill should remain at $180.19. As you mentioned, you also sent your concerns to Cox’s Corporate office, the city, and to the Revdex.com. I will be replying to those cases advising of our discussion and resolution today once we are in receipt of them.Please don’t hesitate to call me or my office anytime regarding your bill,KarenExecutive EscalationsVM ###-###-####

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address...

their concerns and are working to provide a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case # 11416630   We sincerely regret any inconvenience that our customer has experienced with our company regarding the Visa Gift Card rebate.   We spoke to the customer directly on 5/2/16 to address his concerns and provide a successful resolution.   It is always our goal to...

provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.   We appreciate the opportunity that the Revdex.com has given to us to assist our customer.    Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

As always, we appreciate the opportunity to address our client’s concerns.    We want to assure your office as well as the customer that appropriate coaching and follow up has been completed with the agents in question.  Our Leadership has thoroughly investigated the account concerns that the subscriber brought up in her Revdex.com complaint.  While we cannot share specific details of the follow up, we do appreciate the time that the customer has taken to let us know “how we are doing.“  The billing and balance as well as the fees charged to the customer were discussed in detail with her as well.   We hope this additional information provided will be acceptable for closure to this complaint.

Hi Revdex.com and Cox. I spoke with Cox management. Very cordial conversation. My computer is still not up to 100% but it is not for Cox lack of trying. I will call Cox management with further communications. My preference is to work with expert tech Charles who resides in Florida for future tech work. I am saying (sarcastically of course) that there may be such a thing as a haunted computer. I thank you and Cox for your responses. I have no further issue with Cox as long as they try if a huge matter occurs. I am assuming my $100 fee for tech support will be honored until I am pleased. [redacted]

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is always our...

goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

The reply from Cox is neither specific nor resolving to my complaint. Rather than express "the complaint is resolved" please provide what the resolution is. Specifically I took the time to stand in line and speak with your manager who both agreed and eliminated the charges based on his findings that the equipment was in fact returned. However we have yet to receive the credit of $40.00 we were promised when we experienced a cable television outage for several days.

October 30, 2015Revdex.com complaint # [redacted]We are sorry to hear that the customer is unhappy regarding his billing and services.While we were not able to reach the customer on either of the calls we made to him, we were able to leave him a message and give him our contact information. ...

We also confirmed that the billing was adjusted by our Customer Service Department, and asked the client to call us with further questions.As always, we appreciate the opportunity to assist a customer.  [redacted]/ Cox Communications Executive Offices/ Arizona

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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
D[redacted]

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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

January 10, 2017—Revdex.com complaint# [redacted] We were sorry to hear that the customer experienced distress with her billing and rates.  Due to her concerns, we contacted her directly by phone.  After speaking to the client, we sent her an email and provided her with a copy of her...

December 2015 billing.  We advised the customer that if she chooses to end her agreement with us, we will remove her ETF (Early Termination Fee) from her account.  The subscriber has our direct contact information. As always, we appreciate the opportunity that the Revdex.com has given to us.  Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

lately many business are helping their clients even though they lost their purchasing or service receipt because the receipt could be lost in any reason.They are  concerning the client did the purchasing  or services , trying to find the truth.But Cox doesn't want to find the truth, as I already mentioned exact visiting time at Cox local office to return equipment and requested several times to watchYour store cctv camera.  Please research for me, if your camera record shows I didn't return the modem, I will pay twice of the modem.I have still 2 Cox business account.Is it common sense I stopped by your local office without modem?

May 6, 2016—Revdex.com rebuttal [redacted] We are sorry to hear that the customer is still confused on his billing and credits.  As we stated in our first response to your office, the customer has been credited in full for both service calls, as well as the install fee.  Review of the billing records indicates that the customer received an additional $45.00 in service credits, as well as the credits applied for the service calls and installation charge.  Our records do not support further credits to the account. We highly suggest the customer check his account on line to verify his balance.  The client can review his account via our website at www.cox.com.  In order to communicate with our agents in a manner that is most comfortable for the customer, we suggest he utilize our Live Chat.  Our Technical and Billing Support agents are available 24 hours a day, and seven days a week.    By allowing us to answer his questions directly, our agents can address his concerns quickly and efficiently.  For the convenience of the customer, this link can be pasted into his web browser for fast, direct service from us;  [redacted] We hope this information has been helpful to closure of this complaint.  Thank you. Catherine/Cox Communications Executive Offices/ Arizona

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing and overall experience. It is certainly not our intention to cause any frustration. We were able to speak to our customer in response to the service and billing issues she...

brought to the attention of your office.  Due to the service issues our customer is having we scheduled to have a field technician come to her home for resolution.  In response to the billing concerns we offered a solution that we feel the customer is satisfied with.  It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region