A & B Rent-All, Inc.

Dear Mr. [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.   Our records show on April 5, 2016 a credit card payment of $100.00 was applied onto your Cox account in error.  The payment was removed from your account on April 6, 2016 and applied to the correct account.    As a company, if our customer provides a proof of payment and was applied onto a different account, in error, we are obligated to correct the misapplied payment and apply it to the correct account.    Per your desired settlement from your complaint to the Revdex.com, you are requesting for $100.00 reimbursement.  We apologize and will have to decline your request. Unfortunately, there is no valid reason for Cox to apply a $100.00 reimbursement to you or onto your Cox account.   I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager  Executive Customer Resolutions Specialist, California 877.982.5917 toll 5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 8:00am-4:30pm

Dear [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.
Our records show that we offered you the Flexwatch discount for $59.99 which has our Starter cable (channels 3 thru 22, 95, 97, 136, 807, 808, 810, 811, 813 – 815), [redacted] with internet service only.
However, per the Revdex.com complaint, you stated you like to watch VH1 and receive DVR services. Therefore the extra charges on your account are for the Essential cable and DVR services. With these two extra features, we are unable to lower your monthly bill of $86.00, per your request on the Revdex.com complaint.
Therefore at this time, you currently have Expanded (Starter & Essential) cable (channels 3 thru 96, 112, 136, 315 and 338), [redacted], DVR service and the Preferred internet for $147.48 plus tax is $156.95 for 12 months. Currently you have a discount of $69.00 off for 12 months.
If you would like to downgrade your services please feel free to contact me, directly, and I am more than happy to go over your options.
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 9:00am to 5:30pm, Monday through Friday.
Best Regards,
COX
--------------------------------------------------------------------------------...⇄ [redacted], Office of the Regional Manager
Executive Customer Resolutions Specialist, California
[redacted]oll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm)

Dear Mr. [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.   We apologize that you have been experiencing intermittent data issues.  We do not have any records of our technicians coming out to your residence to trouble shoot your equipment/services.    Please let me know if you would like me to schedule for a technician to come out to your residence, free of charge.  If so, please contact me directly at 877.982.[redacted].   I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager  Executive Customer Resolutions Specialist, California 877.982.5917 toll 5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 8:00am-4:30pmTell us why here...

Our records show that when [redacted] upgraded his services, we billed [redacted] twice for the data installation fee of $30.00 ($60.00 total) on his May 19, 2015 billing statement (labeled as installation charges).
On his June 18, 2015 billing statement, Cox credited both charges (labeled [redacted] installation fee credit). I have also attached his billing statement prior to the installation fees being billed which shows he was already past due $30.00 prior to install (labeled [redacted] bill prior to install charges).
The customer’s account was disconnected for non-payment on July 8, 2015. This triggered the customer to call in to advise us that the account was now to be billed as a bulk account and should be switched into a different name ([redacted]).
The customer states in his complaint letter that he overpaid on the account prior to the bulk transition. However, the customer continued to carry the $30.00 past due balance that was established prior to the installation fees being billed. Therefore, when we corrected the billing on the account (backdated the services to May), he still owed the $30.00 which as a good faith gesture was credited.
Cox does not have record of every advising the customer that he/she was due a refund.

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.
--------------------------------------------------------------------------------...⇄ [redacted].Thanks for your reply. As I stated in the previous message, the refund issue with Cox involves both our old and new Cox accounts. The total refund therefor has two parts: $142.99 = $109.99(old) + $33(new). A family number is the holder of the old account. I am the holder of the new account. I filed this complaint to deal with the tangled issues together.I am not sure whether I understand your reply correctly. Do you suggest that my family member(old account holder) should filed a new complaint as well?Thanks.
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.
Please check my original message, it seems to me that it was never reviewed . I am aware of the unfair actions taken by cox. 
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.
[redacted]As we discussed, I would like to reject Cox Comm response and I consider the case unsatisfactory resolved.Thank you for your help and support.Regards,[redacted]

Dear Mr. [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.   Our records show you installed Cox services on November 17, 2016.  At that time you were on an $89.99 promotional discount for 12 months for the following services:   Contour TVFree Cable ReceiverPreferred InternetPremier Phone   **Promotional pricing did not include DVR service, Modem rental, and FCC fee**   Unfortunately, when you placed your Cox account on seasonal hold on February 28, 2017 your $89.99 promotional discount was automatically removed from your account.  We apologize if the representative did not communicate this to you at the time you requested for the seasonal hold.    Our records show you were removed from seasonal hold on April 25, 2017.  At that time you did not have any discounts applied onto your account and was being charged the regular retail rate.    The reactivation fees that were charged onto your account on April 25, 2017 was also credited back onto your account on the same day for the amount of $64.65.   On June 13, 2017 the following discounts were applied onto your account for 12 months.   $45.00 off $5.00 off DVR serviceAdditional $15.00 off $3.00 off modem rental   These discounts are valid through June 16, 2018.     Best Regards,   COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team

Dear Mr. [redacted],   Cox Communications (Cox) is in receipt of your “rebuttal” 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. On February 20, 2018 I attempted to contact you via phone at [redacted] and was only able to leave a voicemail.  In my voicemail I provided the following information:  Your January 29, 2018 billing statement of $223.88 is for 2 months of service from December 28, 2017 through February 27, 2018 with an additional $20.00 reactivation fee.  Our records show on February 7, 2018 we received the unreturned equipment(s) therefore the charge of $575.00 was credited back onto your Cox account.  The credit adjustment covered the balance from your January 29, 2018 billing statement of $223.88 and there is now remaining credit balance of $351.12 on your Cox account.  The credit adjustment of $351.12 will reflect on your next billing statement that will generate on March 1, 2018. If you have further questions or concerns regarding your Cox billing, we encourage you to contact our customer service department at 800.824.3555. Best Regards, [redacted] [redacted]
[redacted]
[redacted]
[redacted]
[redacted]

Dear Mr. [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.   First and foremost I would like to apologize for the inconvenience we put you through regarding the $30.00 early termination fee.    Per our phone conversation that took place on October 21, 2016, the early termination fee was waived on your closed Cox account on October 10, 2016.    In the event you receive another billing statement from Cox, please contact me, directly, so I can ensure we address this error in a timely manner.   I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ [redacted], Office of the Regional Manager  Executive Customer Resolutions Specialist, California [redacted] 5159 Federal Blvd. San Diego, CA 92105 Monday through Friday, 8:00am-4:30pm     Tell us why here...

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 had previously talked to a tier 2 person previously and at that time they did not resolve my issue nor help me to configure their modem.  Rather then continually dealing with the company I decided to cancel my service at an alternate address and repurpose the equipment from there.  Since they were unable to get my equipment properly working including having sent a tech out for a charge of $55, I would appreciate it if I could get re-imbursed for the $55 tech visit and the rental charge of $7.33 for the modem that I did not want and did not suit my needs.]
Regards,
[redacted]

Dear Ms. [redacted],
 
Cox Communications (Cox) is in receipt of your “rebuttal” 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.
 
Our records show you installed Cox services at your current
residence at 2801 Main St. Irvine on September 8, 2014.  At that time, [redacted], had a contract
with Cox that provided residences Cox TV Essential services.  However, if residences wanted to add additional
Cox services, the resident is responsible to pay Cox the additional services. 
 
Ms. [redacted], you had the following services added to your Cox
account that was not part of the [redacted] contract as follows:
 
[redacted]Variety PakDVR record 2 servicesCable receiver equipment rentalPreferred dataPremiere phone
 
Please be advised that you can always downgrade or upgrade
services that you are not utilizing. 
 
In 2015, [redacted] signed a national contract with
Cox that would provide the following services to the [redacted] residences: 
 
TV Essential ServicesShowtimePreferred Data
 
This amenity came available to your unit on October 3,
2015.  Our records show that you upgraded
on December 8, 2015.  As of that date you are receiving TV
Essentials and Preferred data that is not charged to your Cox account. However, we failed to include Showtime onto
your Cox account.  Showtime has been
added onto your Cox account as of March 2, 2017. 
 
Cox acknowledges that you did not receive Showtime from
December 8, 2015 through March 2, 2017.  Due
to the inconvenience I have issued a courtesy credit for the 15 months you did
not receive the services as follows: 
 
$15.99 x 15 months = $239.85 plus tax $15.93 =
$255.78
 
Please be
advised the credit adjustment will reflect on your next billing statement. 
 
I am
available for any additional questions and/or concerns you may have regarding
this letter.  My office hours are 8:00am
to 4:30pm, Monday through Friday.
 
Best Regards,
 
COX
--------------------------------------------------------------------------------...⇄ /> [redacted], Office of the Regional Manager 
Executive Customer Resolutions Specialist,
California
877.982.5917 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 8:00am-4:30pm

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.
Cox has decided on this week comes in response to a problem the company itself created — imposing arbitrary, unwanted data caps and overlimit fees on a product that is already intensely profitable at the prices Cox has charged for years. This internet overcharging scheme is just another way to gouge captive customersRegards,
[redacted]

Now I can see the credit, thank you and I'm very happy
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.
IT APPEARS THAT COX COMMUNICATIONS ENJOYED HIRING SHADY COLLECTION AGENCIES IN THIS CASE THEY HIRED AN AGENCY IN TEXAS AND I HAVE CONTACTED THE APPROPRIATE AGENCY IN TEXAS AND I HAVE ALSO SUBMITTED A COMPLAINT WITH THE FTC FEDERAL TRADE COMMISSION AND THE AGENCY COX HAS HIRED HAS ABANDONED THIS SO CALLED DEBT DUE TO UNECTHICAL PRACTICES COX IS KNOWN TO DO, IN THIS CASE COX IS STATING THAT I STILL HAVE A CONTRACT WITH WHICH I DO NOT HAVE, THIS IS RED LINE COX HAS CROSSED AND THERE WILL BE NO NEGOTIATIONS WITH COX THIS DEBT IS INVALID AND I WILL MAKE SURE I AM NOT A VICTIM OF THEIR INTIMIDATION TACTICS.
Regards,
[redacted]

Dear [redacted],   Cox Communications (Cox) is in receipt of your “rebuttal” 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.   Our records show on December 1, 2016 you were placed on a data promotional offer of $39.99 for 12 months.  This discount is valid from December 1, 2016 through December 1, 2017.  Unfortunately, there are no existing promotional offers for preferred internet for $30.00 a month.   However as a courtesy I will issue a one month credit toward your internet services of $39.99.  The credit adjustment will reflect on your next billing statement.   I am available for any additional questions and/or concerns you may have regarding this letter.  My office hours are 8:00am to 4:30pm, Monday through Friday.   Best Regards,   COX --------------------------------------------------------------------------------...⇄ [redacted] 
[redacted]
[redacted]
[redacted]
[redacted]     Tell us why here...

Dear Mr. [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.   We apologize for the miscommunication we provided you regarding the unreturned Cox equipment.    We have reviewed your account and have removed the equipment charge from your Cox account on August 28, 2017.  Please allow 2 to 3 business days for the charge of $122.00 to be removed from your Cox account.  Once the charge is removed then the 3rd party collection agency will be notified and the account will be closed.    Best Regards,   COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team 5159 Federal Blvd San Diego CA 92105 Tell us why here...

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]

Dear [redacted],
Cox Communications (Cox) is in receipt of your “rebuttal” 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.
[redacted] you are on the Silver Bundle Package discount for 2 years. Therefore, from months 1 through 12 your discount was $102.97 off and from month 13 through 24 you have the “step up” discount of $72.97 off. The “step up” discount means that your bill went up by $30.00 but you are still receiving a discount.
Please be advised that our promotional discounts that we offer our customers are not set on the same exact rate for 24 months. At most they will stay at the same rate for 12 months only.
Our records show that we charged you an additional wiring fee on September 10 and 23, 2015 of $30.00 x 2 = $60.00 for your Home Life security system. On November 25 and 30, 2015 we charged you for 2 installation fees of $50.00 x 2 = $80.00 and 2 more of the additional wiring fee of $30.00 x 2 =$60.00. Therefore the install and additional wiring fees for your Home Life security of $220.00 was charged into your Cox account. On February 5, 2016 a credit adjustment of $170.00 was applied toward the installation and additional wiring fees. As of April 1, 2016, I have applied a $50.00 credit for the difference of the $170.00 credit that was applied to your Cox account on February 5, 2016.
Lastly, on your rebuttal you explained that you were not to exceed $1200.00 on the home life equipment. Our records show that we split your equipment fees into 6 installments of $225.64 for six months of a total of $1353.84. On September 10, 2015 an equipment fee discount of $159.00 credit was applied onto your account. Therefore your total equipment fee was a grand total of $1194.84.
On September 10, 2016 you also requested for a motion curtain sensor of $99.00 and wireless window/door pak of $149.00 be installed at your residence. These two products are an additional feature, therefore, you were charged for these two products on top of your 6 installment charges for your Home life equipment.
[redacted], I have attached a copy of your September, October, November, December 2015, January, and February 2016 statements for your records and review.
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 9:00am to 5:30pm, Monday through Friday.
Best Regards,
COX
--------------------------------------------------------------------------------...⇄ /> [redacted], Office of the Regional Manager
Executive Customer Resolutions Specialist, California
[redacted] toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm

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.
In reviewing your former Cox account, it appears there was an unreturned equipment fee along with an early termination fee that was charged onto your account. However, I have removed the unreturned equipment fee and waived the early termination charge as a credit toward your former Cox account. At this time, you do not owe any monies to Cox Communications.
I am available for any additional questions and/or concerns you may have regarding this letter. My office hours are 9:00am to 5:30pm, Monday through Friday.
Best Regards,
COX
--------------------------------------------------------------------------------...⇄ /> [redacted] Office of the Regional Manager
Executive Customer Resolutions Specialist, California
858.836.7344 tel 866-570-5486 toll
5159 Federal Blvd. San Diego, CA 92105
Monday through Friday, 9:00am-5:30pm