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Thank you for your interest in Cox for your communication services We are in receipt of your complaint letter filed with the Revdex.com in regards to our bundle offers that include Visa gift cards In searching our database, we do not show that the address listed on your complaint letter is serviceable by Cox In the event we do/did service your area, and you qualify for the bundle that includes the Visa gift card, we will be sure to accommodate processing the order There are certain requirements that need to be met prior to the processing of the gift card Please accept our apologies for the confusion we may have caused I am available for any additional questions and/or concerns you may have regarding your potential Cox account Respectfully, S [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear MsA***, Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com When I spoke with you February 8, you explained that you are not currently living at your residence due to a flood that occurred in August Therefore, I advised you that we offer customers a seasonal package for customers that are not at their residence for several months at a time MsA***, you agreed to the seasonal package and I explained that you will continue to receive a monthly bill but much less than what you were currently paying at the retail rateAdditionally, in January you were past due for $which I credited onto your Cox account on January 3, The credit adjustment brought you current and at that time you had a current balance of $owed to CoxHowever, when we placed you on seasonal hold on February 8, there was a prorate credit which brought your bill down from $to $ Our records show you made a partial payment on February 12, for $which brought your balance to $At that time, you had new bill generate with the partial seasonal charge ($35.17) on your cox account for a total of $The balance of $is now days past dueYou also have a day past due balance of $and a current balance of $which brings a total of $owed to Cox MsA***, I attached copies of your billing statement for your review on the previous rebuttal COX - California

Dear Mr***, Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Better Business in regards to your experience with the attempt to downgrade your Cox services On behalf of Cox, I would like to apologize for experience as what you outlined in your complaint letter is not the level of customer service that we have built our reputation on In reviewing your account, it appears that your cable service was disconnected on October 31, As a result of your experience, I have issued a credit to your account in the amount of $ This amount is equivalent to one month of your disconnected cable service I have shared your experience with the organization within Cox that is responsible for ensuring that our customers are provided the legendary service we strive to provide during each call Again, please accept our apologies for the service you received I am available for any additional questions and/or concerns you may have regarding your Cox service Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear MsP [redacted] , Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the Revdex.com MsP [redacted] we do not compensate our customers for how much time they spend on the phone with our Cox representatives and/or with our technician appointements However, I will honor your request of a one month credit toward your data services A credit adjustment of $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

Dear MrD [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 youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customersOur records show we did not receive a payment for your October 29, statement for the amount of $ However, as a courtesy I have applied a credit adjustment for the amount of $on January 11, The credit adjustment will reflect on your next billing statementI 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 FridayBest Regards, COX

Dear MrS [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 youWe 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 I apologize that I did not address your initial concern regarding the yearly Cox rate increases Cox has continued to invest heavily in developing an array of new enhancements with our video services as well as faster internet speeds/offers Therefore, investment in our services and the increased cost of doing business has made it necessary for Cox to increase prices on our services We continue to invest in our network and advance technology to deliver the services our customers want For example, there is access to more networks anywhere using multiple devices like computers, smart phones, and tablets Plus the ability to surf, download, and stream faster with more devices using superior internet and access to the fastest in-home WiFi The entire industry is subject to cost increases and our competitors regularly increase their prices as well 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 --------------------------------------------------------------------------------...⇄ Tell us why here

We were sorry to hear of the confusion that the customer experienced with our company Due to the concerns that he brought to the attention of your office, we contacted him directly We were able to identify the agent that the client was directly speaking with previously, and was requesting We were able to put the client in direct touch with her We also advised the client that we notified the Arizona Revdex.com so his complaint can be transferred from the California site to the Arizona site We appreciate the opportunity that the Revdex.com has given us to address the subscriber’s concerns C [redacted] / Cox Communications Executive Offices/ Arizona

Complaint: I am rejecting this response because: Absolutely incorrect When I spoke to Ligaya she credited my account....leaving a balance of $which I paid This was not a partial payment Completely inaccurate I had attempted to contact Ligaya again over a month ago now and she never returned my call I attempted to try and call her again and I have been unsuccessful as I am going around and around in their system and no one seems to know anything to how to contact her, which is why I went thru the Revdex.com again Now I want to speak to her supervisor This is unacceptable I have been a Cox Customer over years! Regards, [redacted] A***

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 youWe 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 your recent Cox experience We reviewed your account and our records show the cable services was disconnected due to non-pay disconnection on July 30, However a credit adjustment of $was applied onto your account on August 7, toward your cable services We apologize that we installed cable services when you did not request for the service On August 14, we have added an additional credit adjustment of $toward your current bill dated August 8, The credit adjustment will reflect on your next billing statement Your new monthly recurring charge is $after tax total for months for your data services Best Regards, COX - California --------------------------------------------------------------------------------...⇄ The Executive Escalations Team Tell us why here

Dear MrS [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 youWe 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 had preferred internet service for $however you had a 20% discount so your monthly charge was $a month On March 3, Cox had a rate increase in the California Market and we notified our customers on their February billing statement (please see attached) Therefore the preferred internet was raised to $however you were still receiving the 20% discount at the new rate of $a month Our records show on April 18, you downgraded from preferred internet to essential internet services for $a month You currently have a 20% discount applied toward your essential internet for $a month, in which it will expire on July 24, Please be advised that once your 20% discount expires that your monthly rate will go back to $a month 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 --------------------------------------------------------------------------------...⇄

Dear MsP***, 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 youWe 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 a trouble call appointment was scheduled at your residence on August 16, 2016. The trouble call appointment fee was charged onto your account for $75.00. Our records show you called into Cox on August 22, regarding the trouble call appointment fee. It appears you were unaware of the $tech visit fee therefore Cox waived the fee on the same date On August 23, we scheduled a technician to install the correct modem at your residence and credited your account $for the tech visit charge. Plus, the representative applied a month credit toward the modem rental fee of $because you were being charged the wrong modem rental equipment Our records show on October 13, you called back into Cox requesting a $credit onto your account. However, the representative stated a credit of $was applied onto your account on August 24, 2016. I have attached a copy of your September 18, statement reflecting the credits that were applied onto your 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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10926240, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11910839, and find that this resolution is satisfactory to me
Regards,
*** ***

Dear Ms***,
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 the billing on your account. I have reviewed your complaint letter and account and have
determined the following:
You state in your complaint letter that you agreed to a 2-year contract with Cox. Our records do not show that a contract was generated on your account. It does appear that you subscribed to our Bronze Bundle discount that provided you with select services for $for 12-months and $more per month for months 13-24. On behalf of Cox, I would like to apologize if the promotion was not explained to you properly
As a good faith gesture, Cox has agreed to apply a credit to your account in the amount of $240.00. This amount represents the $additional charge for months 13-
Again, please accept our apologies for any inconvenience this may have caused you and your family. I am available for any additional questions and/or concerns you may have regarding your Cox account
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
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Complaint:
I am rejecting this response because: To the contrary. When we spoke in February...the total amount that was due was $(this was not partial of what was owed). You had reversed/credited my account as it was an ongoing issue stemming from mid last year and what was remaining was the $60.20, per our conversation. When I told you my situation that I had not been living in my house due to a flood and wanted to change my account as I wasn't utilizing the services since August 2018, I wanted my account to be seasonal. I am not disputing this fact I am disputing the amount that was owed. Again, our conversation was I owed $60.20, which I had paid and going forward would be the amount of what the a seasonal acctwould be monthly. That $was not partial payment. That payments was to bring me current and when I received my bill and noticed the past due...I ATTEMPTED TO CALL YOU TO RESOLVE THE ISSUE AND YOU IGNORED MY MESSAGES. Again, per my last response, I want to speak to your supervisor to resolve my issue. I am contacting the FCC, as well. I have been a Cox customer far too long for YOU to mishandle my account. COX wouldn't be in business if it weren't for their customers. Your customers are your bread and butter. Again, I am requesting your superior to contact me to resolve my issues. I can be reached at 949-922-
Regards,
*** A***

Complaint:
I am rejecting this response because: I was explicitly told that it was an "outside" problem and that no in-home testing was needed, therefore I was not at home. I am SO sick of being lied to by everybody associated with COX. Every IT person I have consulted has said "this could not be a home issue, it is a transmission throttle by COX, and they aren't going to fix it because it takes too much to rewire your area. You are going to get a runaround from now until Hell freezes over"
Regards,
S*** ***

Dear MsS***, 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 youWe 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 are eligible for the $Visa gift card. We apologize that we provided you incorrect information. We requested for an expedite on your gift card. Please allow 7-business days to receive the gift card in the mail. Best Regards, COX - California

Dear MsR***, 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 youWe 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 determined that the account for the services in question is in the name of someone else and you have not been designated an authorized user for this account. Consistent with Cox privacy policies, we are only able to share information about this account with the account holder or an authorized user If there are still outstanding issues with this account and the account holder, S*** ***, would like to discuss the account or adds you as an authorized user on the account, please contact our Executive Escalation group at ###-###-#### 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 --------------------------------------------------------------------------------...⇄ L*** ***, Office of the Regional Manager Executive Customer Resolutions Specialist, California

Dear MrE***, 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 youWe 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 had a couple of promotional offers for months from 9/12/thru 9/21/16. However on September 22, the following discounts were applied onto your account for an additional months to help lower your monthly fee $off Cox Services 9/22/thru 9/21/17$any Pak 9/26/thru 9/26/17$off DVR service 9/22/thru 9/21/1750% off Cox Service Protection Plan 9/22/thru 9/21/17$off Modem rental 9/22/thru 9/21/17$monthly phone service 9/22/thru 9/21/17 Your monthly service after tax is $for months. 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

Thank you for your interest in Cox for your communication services.  We are in receipt of your complaint letter filed with the Revdex.com in regards to our bundle offers that include Visa gift cards. 
In searching our database, we do not show that the address listed on...

your complaint letter is serviceable by Cox.  In the event we do/did service your area, and you qualify for the bundle that includes the Visa gift card, we will be sure to accommodate processing the order.  There are certain requirements that need to be met prior to the processing of the gift card.
Please accept our apologies for the confusion we may have caused.  I am available for any additional questions and/or concerns you may have regarding your potential Cox account.
Respectfully,
S[redacted]
Executive Office of the Regional Manager
Cox Communications, California
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