Cox Communications, Inc.

Complaint: ***
I am rejecting this response because:
I received mail yesterday from the collection agencyThe amount is now approx$95, additionally you can not contact the collection agency by phone as the mailbox is full and I found no method of contact via email
I will need to receive a letter stating the collection has been cleared for my own protection before removing this complaint
Sincerely,
*** ***

We are sorry for the difficulties the customer has experienced in trying to upgrade his services. We will be happy set up a time convenient for the customer in which to complete this install. Any online promotional offer must be redeemed via the online sales channel the customer found
the promotion. The customer may contact us at ###-###-#### to get his service order scheduled. Thank you for your time and considerationRespectfully, *** *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Initial Business Response /* (1000, 5, 2014/01/16) */
Regarding case #***
The work order for install of service was completed on 10/18/The monthly rate prior to reduced telephone charges being approved was $I understand the customer states that the social security
number for Lifeline telephone was provided, but it is not documented anywherew on the Cox accountI cannot find when or where the social was verifiedI just know that no offical Lifeline application was received showing the matching social and/or birthdate
The charges are valid for the service provided from 10/18/2013-11/2/The original bill was $(without the lowered phone rates)It has been reduced to $This includes $in Call Return charges, $in Directory Assistance charges and $in Long Distance calling chargesAfter those usage charges, that leaves only $in service chargesThe balance of $is due to close out Mr.***' account
Thank you,
***
Executive Assistant
Cox Oklahoma - Tulsa

Initial Business Response /* (1000, 5, 2015/10/22) */
We want to thank Mr*** for taking the time to file his concernWe have spoken with Mr*** to help explain and resolve this matterWe believe he is satisfied with resolution on his concernThank you

Initial Business Response /* (1000, 8, 2016/01/07) */
We want to thank Mr*** for taking the time to file his concernWe sincerely apologize for any inconvenience causedIn receipt of this concern, Cox spoke with Mr*** and addressed his billing and service concernsWe believe
his billing concerns are resolved to his satisfactionIn regards to his service concerns, we scheduled an appointment at his request for 1/06/(5-7) however we were not able to reach the customer at home or by telephone during this timeframeShould Mr*** wish for his service concern to be investigated he may reach the direct point of contact that was provided to him or he may reach a Cox representative at *** and we'll be happy to assistThank you

Initial Business Response /* (1000, 5, 2014/10/02) */
Ms*** has confirmed her receipt of the refund check on October 2, We apologize for any inconvenience

Cox made attempts to reach Mr*** in receipt of this complaint; however, did not have the opportunity to speak with himShould he wish to discuss this matter further, he can reach a Cox representative by calling
the number provided on the voicemail messages we left

Initial Business Response /* (1000, 5, 2015/07/15) */
Mr*** placed an online order for cable and internet services on September 22, The offer provided a special rate for the first year of service with a month Price Lock Guarantee (PLG)Details regarding both the promotion and
PLG were provided online during his order entry as well as within an order summary page that was emailed to him after his order was submittedHis first statement included a disclaimer outlining the terms and conditions of the PLG and each statement thereafter identifies the services protected under the PLG
Cox received a similar complaint through a different channel and had the opportunity to speak with Mr*** at that time regarding his concernAll customers have a day period to cancel the PLG without penalty, as outlined in the information provided through the methods mentioned aboveAs Mr*** did not notify Cox to cancel his PLG within the allotted timeframe, the ETF is deemed as a valid charge
Cox believes to have provided Mr*** with a satisfactory explanation for his ETF FeeWe apologize for any frustration and appreciate the opportunity to address the concern
Initial Consumer Rebuttal /* (3000, 7, 2015/07/16) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I placed a similar complaint with the FCC, and the outcome of that file number is still open
I do not share your sentiment that the existence of a year contract was made clear to myself or any other customersYour very use of "Price Lock Guarantee" instead of the consumer understood word of "contract" or "commitment" makes me more sure that this is meant to be a hidden or misunderstood practiceOne need only type "price lock guarantee" into Google to see how many others are genuinely surprised when informed they are in a contract
I was not adequately made aware of my entry into a contract, and do not recognize it
Final Business Response /* (4000, 9, 2015/07/17) */
Cox disagrees with Mr***' claim that the Price Lock Guarantee (PLG) is meant to be a hidden or misunderstood practiceThe PLG was initiated by Mr*** through his online orderThe terms and conditions pertaining to his PLG were available to him on three separate occasions; on the website during order entry, within his order summary confirmation and on his first statementEach notice provided full details explaining the Price Lock Guarantee, indicating the inclusion and application of the PLG to his accountThe service agreement indicates that an early termination fee will apply should qualifying services be removed from the account and the explanation of the day cancellation period with no penaltyCox received no dispute from Mr*** on the PLG after providing the notifications mentioned above, therefore his PLG remained in effect and the Early Termination Fee resulting in his cable removal is deemed a valid chargeWe apologize for any frustration
Final Consumer Response /* (4200, 11, 2015/07/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Once again, the very term "price lock guarantee" is part of the whole issueWhen a consumer is promised a "guarantee" it does not insinuate contractual obligation on the behalf of the consumerThe consumer cannot "lock" the price, the provider doesSo it is understood by the consumer that the provider is also providing a guarantee or assurance of Price stability, not some strange word choice for contract regarding maintaining service

Initial Business Response /* (1000, 6, 2014/08/20) */
In receipt of this concern, we have spoken with Mr*** to help explain and resolve this matterThank you

Unfortunately Cox does not have paper work indicating a zero account balance we can mail Mr***. Mr*** can speak with a Cox representative to verify his account has a zero balance. He can also contact *** *** *** at *** to verify they no longer have an outstanding debt for *** *** from Cox Communications

Initial Business Response /* (1000, 5, 2014/03/06) */
Response regarding Revdex.com Case #***:
The cable charged in error for six and a half months, at $per monthA credit for that time would total $129.94+ taxOn 3/4/2014, a credit for $90.00+ tax was completedThis leaves a
remaining credit owed of $39.94+ taxThis credit has now been completedIt has also been confirmed that the cable charges have stopped on the account as of 3/3/There is currently a credit balance of $to go towards future billingPlease let us know if there is anything else we can do
Sincerely,
*** ***
Executive Assistant
Cox Oklahoma - Tulsa

We want to thank our customer for bringing her extremely poor customer service experience to our attention The complaint that was filed with the Revdex.com was directed to my attention for research and resolution It is always our goal to assist our customers to the best of
our ability and provide excellent customer service.
Upon receipt of this complaint, the account was thoroughly research and personal contact was made to our customer Our customer’s concerns with regard to failures on our representatives’ performance have been escalated to the appropriate leaders for coaching.
We also reviewed her account to insure that the appropriate amount of credit will be returned to her and that we have the correct mailing address The refund check will be expedited
We sincerely apologize for what occurred and hope that we are able to regain our customer’s confidence in our organization We want her to know that we appreciated her patronage and loyalty over the past years.
Sincerely,
*** ***
Executive Resolutions/Office of the General Manager
Cox Communications/Arizona

I am very pleased with this companyThere was an error on my bill because they had billed for service in which I did not have due to error on my part and lack of payingAfter calling and talking to a representative she wasn't quite understanding what I was trying to explain to her so I asked for a supervisorAfter explaining everything to the supervisor she understood the issue with my bill and corrected the issue that dayThey are always helpful and politeI have never really had any issues with them

Initial Business Response /* (1000, 5, 2015/10/27) */
Contact Name and Title: ***, Exec Escal
Contact Phone: ***
We want to thank Mr*** for taking the time to file his concernWe sincerely apologize for any inconvenience causedIn receipt of this complaint we attempted to
reach Mr*** by telephone but we have not had the opportunity to speak with himShould he wish to discuss this matter he may reach the contact provided on this form and we will be happy to speak with himThank you
Initial Consumer Rebuttal /* (2000, 7, 2015/10/28) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They agreed to honor their price quoted to me when I signed up
Thank you for your help
*** ***

Revdex.com:I have reviewed the response made by the business in reference to complaint ID ***, 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,*** ***

Cox had the opportunity to speak with Mr*** in receipt of this concern and believe to have provided him with a satisfactory resolutionWe apologize for any inconvenience and appreciate the opportunity to address the matter

Initial Business Response /* (1000, 5, 2014/12/01) */
We have spoken with Mr*** and believe he is satisfied with our efforts to resolve this matterHe has been provided a direct point of contact for any additional questions or concernsWe sincerely apologize for any inconvenience
caused

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Cox Communications has a monopoly in my area for a cable company that does not use a DSL line or a "dish." They use a cable line or broadbandThis kind of monopoly appears to be a violation of the *** and the *** because I am forced to use Cox, there is no other company where I live I can useThis also violates the *** *** *** ** ***Since I have to use them, I am forced to any pricing they decide upon without noticeTheir promotional rates or reasons for increases are not advertised on their websiteI was never notified for an increase from $a month when I was first a customer to $a monthThe increase does not improve or increase the services I get from them, telephone, television or internetIn fact, when I spoke top them, they told me they would cut my service because I complained to the Revdex.comThey told me my increase should be up to $220.00, and that they are doing me a favor by getting the $for another year because I told them I am a senior citizen on a fixed incomeWhen they raised the price to 163.00, they did so without my permission or knowledgeThey told me I don't have to use their services, that I could find another company since I do not agree with their pricingBut I cannot use another companyHaving a monopoly in my area does not allow for fair competition
I have asked them to lower their prices back to the $a month that I was paying before, and they refusedI have asked about their monopoly, and they told me that the ***, *** and the Revdex.com have no control of cable companiesThey told me I would have to hire an attorneyThere seems to be no outside group that regulates their companyI was told they are a private company, and that they can do whatever they want as far a priceI was told if I lower my internet speed, I would wind up paying more because they gave me a bundle priceThis is crazy!
Regards,
*** ***

We want to thank Ms*** for taking the time to file her concernIn receipt of this complaint, Cox spoke with Ms. *** and verified her damage claim is in progress. She was provided a direct point of contact should she need to speak with us in the
meantime on this matter. We sincerely apologize for any inconvenience caused. Thank you

Initial Business Response /* (1000, 5, 2015/09/23) */
Contact Name and Title: ***, Exec Escal
Contact Phone:***
We want to thank Mr*** for taking the time to file his concernIn receipt of this complaint, we attempted to reach him by telephone and email but have not
had the opportunity to speak with himShould he wish to discuss this matter further, he may reach the contact provided on this form and we'll be happy to speak with himThank you