Cox Communications, Inc.

Review: neglect to cancel service as far as auto withdraw and this give me a insuficient fee at bank

I had requested services from cox communications on April 2014 at my new place of residency. The first billl received was issued with the wrong amount per quote given by the sales rep. he stated my bill would not be more then $76.00 a month but my first bill arrived for more then $176.00 after 7 calls and manny hours of my time waisted I request my services to be disconected on 6/5/14 I was told with disconection my auto withdraw from bank would be cancelled and nothing would be witdraw from my account. I was just texted by my bank wells fargo for insuficient $35.00dllrs fee for an attempt from cox communications to withdraw over $188.00 dllrs from my account. Please Help.Desired Settlement: for the bill to zeroed to compesate for all of my time wasted all the agrevation and the negativity this will couse with my finatial institusion.

Business

Response:

Revdex.com Complaint – No. 10086458 – Ms. Maria Horton

Review: I signed up for service with Cox Communications online. I never agree to anything which locks me in any sort of contract. At some point during the sign up process, I was contacted by Cox Communications. At this point, my order I had placed online was cancelled by the person who called me. They walked me through another registration process, and read me information about 911 services, and my cable services etc. At no point did this agent indicate that I was LOCKED into a CONTRACT, nor were the terms of this "contract" discussed with me. I would have NEVER agreed to a contract, because of this reason. I am now traveling for work, and would like my service to be DECREASED to not include cable and phone, since I am paying for services I am not using. I want to keep only internet at this point. Because I was tricked and lied to, I am stuck in a contract THAT I DIDN'T AGREE TO OR MADE AWARE OF. Additionally, the rep who I spoke with during the registration process, never informed me that my TV actually had to be present to install services. Which was another issue that was resolved by the gentleman who came to install my equipment. This is a very deceiving business practice and I do not trust this company at all.Desired Settlement: I want the contract nullified since I did not agree to this verbally or in writing. I also would like an apology in writing, either email or letter, explaining why you use deceitful tactics and not inform customers of what they are being signed up for.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding their account. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns. After a detailed conversation with the customer, we have satisfactorily addressed all of her billing concerns.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 ###-###-####. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. [redacted]Executive OfficesCox Communications

Review: I had problems with my internet service starting in January of 2014. I had a tech come out and he did nothing to solve the problem, I called several times and was told my modem was not picking up the signal,or that my router wasn't any good. After months of trying to get my problem solved, I finally decided to cancel my internet service on October 13 because I was by then not getting any service at all. I called customer service to cancel my auto payments, and went on line to cancel them as I was told. My credit card was still charged for the month on October 13 to November 13, even though I had stopped the auto pay and had called to try to correct the situation. I cancelled on October 13, asking that the charges to my credit card be cancelled since I was not going to get service in October and November. Cox always charges the customer one month in advance for services. They did not respond, so I went to my bank, [redacted] and they disputed the charges for me. They sent the correspondence to Cox, but Cox never responded. The bank deemed this an acceptance of credit reversal, so they ruled in my favor. Now Cox is still trying to charge me and also a $25 service fee for being late. I never received the service for these charges and I want Cox to drop them and credit me. I called [redacted] in customer service n 12/18 at 5:30pm after receiving a bill in the mail that day. He said he couldn't help me and that I needed to pay the bill. I am getting harassing phone calls from Cox on 12/23 and 12/26 from 702-383-5054 telling me my account is past due and is heading for collections. I am asking for the current $52.99 charges credited to my account immediately with no further contact from Cox Communications.Desired Settlement: I am asking for the current $52.99 charges credited to my account immediately with no further contact from Cox Communications.

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding her billing.Upon receipt of this complaint we performed a complete review of our customer’s account. We found our customer set up automatic payments which are set up when the bill prints. Cox charges for services currently used and if paid on the due date the customer pre-pays approximately 10 days of service. Charges are stopped the day disconnect is requested and reversal of any billed but unused days is given.On 9/15/14 a bill for 9/14 – 10/13 printed and was due on 10/4/14. The automatic payment set up paid this and Cox received the payment on 10/4/14.10/14/14 customer contacted Cox Communications to cancel service.10/16/14 a bill for 10/14 – 11/13/14 printed and was due 11/3/14. Easy Pay was not set up for this bill and a payment was not received on 11/3/14. Charges for 10/14/14 – 11/13/14 reversed because service was dis connected.11/21/14 Cox received a CC dispute for the 10/4/14 payment which was for the 9/15 – 10/13/14 services. Cox returned the payment to the Credit Card. 12/29/14 Cox Executive office spoke with our customer about her billing and which service cycle was included in the 10/4/14 payment. We want the customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. If there is any way in which we can be of further service, we ask that she contact our Customer Care Center at ###-###-####. Thank you.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices/Arizona

Review: On Friday, October 30, 2015, I contacted COX Customer Service via telephone. I called to inquire about a couple of charges/discrepancies on my bill. The discrepancies were:1) I was assessed a $60 charge for a Service Appointment on September 26, 2015. The person helping me could not see any reason why I was charged for that appointment, and immediately credited my account the $60.2) I inquired as to why my bill had gone up approximately $27 per month over my previous 12 months bills (I had been paying approximately $208 per month and now was being billed approximately $235 per month). I was told that one reason was that I had ordered their SportsPac 2 offering at a cost of $1.99 per month, which I had in fact ordered. I was told that the other approximately $25 per month was a step up charge that occurs after the first 12 months of my service. I explained to both a Customer Service agent (Angel) and his supervisor (Sal or Hal) that the sales person at their retail store in Mesa Arizona had told me that the price for the package I wanted and ordered at that store, would be approximately $208 per month and would be LOCKED for 24 months. When I asked why there was an increase over what I was quoted, I was told that the salesperson apparently gave me inaccurate information. [redacted] and/or [redacted] went on to say that there is a step up charge that kicks in after the first 12 months and that I should have been told that. Angel also stated that their people need to do a better job of explaining that. I continued discussions with both Angel and Sal/Hal for a period of time stating that I was given the locked pricing by their sales person and that they should honor that pricing. I stated that when I am told that a price is locked, I expect that is what I will get a constant price for the duration of the agreement unless I make changes to my television/internet/telephone package by adding features. I was told flatly that they would not honor the pricing I was promised and that there was nothing that they nor anyone else could do to honor that price committed to by their sales person.Desired Settlement: I would simply like them to honor the "locked price" I was given by the salesperson in the store at the time I signed up for Cox services.

Review: In May 2014, I agreed to be locked into a two year price protection plan (05/23/14 to 05/22/16) for $126.72 per month; however, my payment increased by $30 per month after the first year of the price protection plan. When I inquired about my account, I was told there is a $30 "bump up" after the first year. I explained this was never told to me at the time I signed up. My expectation was to be locked into the agreed upon amount for the entire two years. Cox has been unreasonable in resolving my concerns. I have made numerous calls which has failed to produce any results. I would like any assistance your office can provide in holding Cox liable to the agreed upon amount of $126.72 per month. My current bill with taxes exceeds $170 per month. Cox "bundle packages" are to their advantage only. I do not need all the services in the bundle package; however, if I do individual services based on need then the monthly fee exceeds $170 per month. A perfect example is "HBO," it is included in my package although I have never viewed HBO but if I remove it then my bill will increase. The business practices and customer service is not in the best interest of Phoenix consumers.

Cox response has been, You cannot change to another package because the $156.72 bundle is our best offer for existing customers. And, you cannot use your "Employer Discount" because you had service with us prior to going to work for the company we partner with. And, we are sorry but there is a "bump up" after the first twelve months and we cannot change your account.Desired Settlement: I would like my monthly fee restored to the $126.72 per month and the $30 "bump up" fee returned for the past seven months totaling $210.00.

Business

Response:

December 10, 2015

Revdex.com complaint # [redacted]

We were sorry to hear of the confusion that the customer experienced

with her account.

Due to the concerns that the customer brought to the

attention of your company, we contacted her directly to give her a detailed

explanation of her billing and promotions.

While our company protects our customer’s privacy and we won’t share the

details on a publicly posted website, we verified the promotion s via email to

the customer.

As always, we appreciate the opportunity to address our

customers concerns. Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

Consumer

Response:

Cox Communication left me a voice-mail on what they thought was the issue and that they would investigate their theory. I have since called the number given by Cox three times and theyou have not returned my call. According to their recording, they return calls within 24 hours; however, after a week, I still have not received a return call. All of my calls to Cox has been within normal business hours. The theory they left on my voice-mail was inaccurate. They stated I "may have had two had two specials " and one expired. But that is not true. I only had one special which is the price protection plan - no other discounts were on my account. Because Cox will not return my calls, this issue has not been resolved. I hope you can assist with a resolution.

Business

Response:

December 16, 2015

Revdex.com rebuttal # [redacted]

We were sorry to hear that our customer was unsatisfied with our

response to your company.

Because we did not reach the client by phone on December 3, 2015,

we sent her an email directly on December 10, 2015, to explain that our sales

agent not only signed her up for the two year PLG (Price Lock Guarantee) but also

applied a temporary 12 month campaign to her account as well. After one year, the temporary discount ended,

causing her bill to go up by approximately $30.00. While the customer is unhappy that she is no

longer paying the lower rate as she did on the first year of service, we do not

have the option of reinstating the temporary campaign. Our agents can only offer our customers what

our Corporate Marketing Department makes available to us. Our Sales Agents do not have the option of

creating their own campaigns. We also

advised the customer that the addition of a temporary discount on top of the PLG

is not the norm, so was given the absolute best prices possible for one entire

year.

The consumer replied to our email on December 10, 2015, and

advised us that she disagrees with our findings and requests documentation to

support the rate change. Because we were

unable to reach the customer or leave a message for her today on her contact

number, we replied to her email and advised her that her May/June billing from

2013 detailed the PLG campaign details, and pointed out which services were

price protected. While we are no longer

able to print her billing from over two years ago, the details for our PLG is

listed on our website. The details can

be viewed at www.cox.com/arizona under

policies and Price Lock Guarantee Agreement, https://www.cox.com/aboutus/policies.html

We hope this information has been helpful to your office. We urge the customer to contact our Customer

Service Department should she decide to make changes to her account. Our friendly and helpful agents can be

reached at ###-###-####. Thank you.

Catherine Cox Communications Executive Offices /Arizona

Review: In Sept. our internet started getting glitchy everyday from 10:20am until between 3-4pm, and every time we would call the tech desk the technician would run a test from their end and say "that it is your modem/router causing the problems" . So we take our modem/router to be serviced at [redacted] and were told that there is nothing wrong with the equipment and that machines either break or not, they don't just break down from this time to that time and to call the provider company and have them look at the connections. So we do, and we're told by the CSR that if it is our modem that we will be charged a $49.99 service fee, but that if it was something outside of our apt. we would not be charged a service fee. Technician came out, never even came in the apt., went up on the roof. He came back a couple minutes later and said " that the supply cable had rotted through and that the splitter between my and my neighbors apt. had started to rust, so he had replaced both and that we would not be charged the service fee. On Oct. 21 upon receiving our bill we noticed that we had been charge the service fee so my husband called customer support and explained what had happened. The agent he talked to agreed that we should not have to pay service fee and said that he would submit a form to have service fee removed. On Nov. 14 we receive our next bill and service fee has not been removed, so I call back and explain everything that has happened and am told that the removal form has not even been reviewed yet and that the fee would stick " because they are not responsible for maintaining the lines" , I ask for a supervisor and am told the same thing. So I ask( having worked in a call center before and knowing that you are legally liable for everything you tell the customer, which is why they record these calls) if she can pull up the call and listen to what we were told and she flat our refuses but tells us that if we agree to pay an extra $7.99 a month that they can resolve this right now. Obviously not satisfied I give up and ask when the due date is for payment without being shut off and am told Nov. 26. So on Nov. 17 our services are shut off for "non- payment". Again another phone call and the run around and again flat out refusing to listen to the call to verify what we were told, and the only solution is to pay right now. There is NO accountability with this company and seriously has me looking into their competitors to see if we can find a company that holds themselves accountable for their own mis-communications. I am not happy that I have to pay for their screw-ups or as they call it their " mis-communications".Desired Settlement: I have accepted that I will have to pay the $49.99 service fee to cover them maintaining their own equipment. I want them to hold good on what their employees say to the customers and to listen to what their customers are being told be their employees, and if an employee says something that is not policy, it be handled right away by either doing what their employee stated would be done or by contacting the customer to resolve the issue promptly, instead of just having it show up on your bill and then be given the run around when they are trying to figure out what happened, and they should also process any sort of forms in a timely manner.

Business

Response:

December 3, 2013

Review: I went to their store on [redacted], on 9/16, to take advantage of a special they mailed me to add cable TV. The add offer included DVR service, which I discussed the the employee. I was going to install the box myself. When I got home, I received an email that my professional install was scheduled. I called Cox, and was told that that email was a mistake, and my cable should be turned on on 9/16 between noon and 7pm. At 7pm I tried to connect, and failed. I called Cox and was told that it had not been connected yet, and that they would message the tech. I received no contact from Cox, and at 8 I tried to connect, which worked. However, when I went to record, I received a message to turn on my VCR. I called cox again, and was told that I was not given a DVR box, but instead a regular cable box. I was livid. Every step of this simple process had been screwed up by Cox, and their only response was "Sorry." I told the rep that sorry wasn't enough, that I was not going to waste my time to get a new box from their store, and that I wanted a call from a supervisor. The rep said she would have the supervisor call me.

Needless to say, Cox lived up to their poor reputation for customer service. I received no call. When I got home from work on 9/17, I called Cox to turn off my internet and cable on 9/18. When I got off the phone, my internet and cable had already been disconnected. Now I wonder if they had been disconnected earlier in the day. I called Cox back again, and asked for a supervisor. [redacted] came on the phone, apologized, and said she would send in a feedback form on the employee, who canceled my service too soon. I told her she needed to complete a few more feedback forms. She said she would, and had me repeat my complaints. She said she would have my internet and tv back on within an hour. When I asked how they could turn it off so quickly, but not on, she said she had to go to a back office. This led me to believe Cox had shut down my internet and tv earlier in the day, because no such time delay transpired, between my phone call to terminate service, and my noticing that the service was disconnected.

Again, Cox failed me. More than 2 hours later, no internet nor tv. At this point, I gave up, believing that Cox had no intention of doing what they said. I am at my wits end. I have not idea how a company could have so many people not know how to do their jobs, and how they could care less about customers, which last time I looked, kept their business running.Desired Settlement: I don't see any reasonable outcome at this time. My opinion of them has soured completely. However, I do want a letter. I would like to know if all of their poor treatment of me is their standard practice, and if they care that they are losing customers. I was trying to get more service from them, and none of their employees seemed to care.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet and billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.I spoke with the customer on 10/02/14 about his experience with cox. During our conversation I advised the customer we will mail out an apology letter regarding his situation per his request as a settlement. We also went over his multiple billing concerns. As part of the resolution we will be removing charges for TV services he did not have and removing a misquoted balance amount. We also discussed the feedback for our representatives regarding the situation. Due to privacy concerns, we do not share information regarding our representatives and any action taken. The customer accepted the 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Call: ###-###-####.Thank You

[redacted]Executive ResolutionsCox Communications

Review: Cox Communications [redacted], AZ [redacted], TX [redacted], GA [redacted] Unwarranted Negative Information in Credit Report ([redacted]) ----------------------------------------------- I activated cable service with Cox Communications on February 3, 2009 at my vacation property at: [redacted], AZ [redacted] At the time I established service, I instructed Cox to send the bill for the service to: [redacted] The service was deactivated on February 26, 2009. By March 16, 2009 I had not yet received the bill. On that day, I called Cox Communications (###-###-####) and spoke to [redacted]. According to [redacted], my bill had been sent to the [redacted], MA address and should have arrived. [redacted] informed me that my balance was $131.66. I explained that I needed a copy of the bill and that I was not willing to pay extra to settle the account with a credit card. [redacted] told me that he put in a request to have a copy of my bill sent to the [redacted], MA address. When the bill had still not arrived on April 9, 2009 I again called the Cox service number and spoke to [redacted]. According to [redacted], the bill would be due on April 17. [redacted] confirmed that, according to her system, a request for shipment of a duplicate bill to the [redacted], MA address was in the system, but she could not confirm that it had been sent. I asked [redacted] to fax the bill to me, but she was not able to do this. I asked her to put in another request to have the bill sent to me at the [redacted], MA address. She claimed to do so. When the bill had still not arrived on April 22, 2009 I called the Cox service number and spoke to [redacted]. As with previous calls, [redacted] claimed to put in yet another request to have the bill sent to the [redacted], MA address. On May 26, 2009 I had yet to receive any of the copies of the bill that were supposed to have been sent. I again called the Cox service number. This time I spoke to [redacted]. I was informed by [redacted] that I didn’t owe Cox Communications any money. This sounded very strange to me, so I asked her for an explanation. [redacted] told me that I had a “zero dollar balance”. She said that the file indicated a “write off of $131.66”. I asked her what that meant. At the time I was unfamiliar with the term ‘write off’. I have never had a late payment issue prior to this, so the phrase was meaningless to me. [redacted] explained that it was “like a courtesy credit”. I asked [redacted] why they would credit my account. [redacted] could not provide an explanation. Finally, I very clearly asked [redacted], “So you’re telling me that I don’t owe Cox Communications any money? My account has a zero balance? I don’t own you anything?” [redacted] told me that was correct. At that point I believed the matter to be closed. On September 1, 2009 I called Cox Communications to reactivate service at my [redacted], AZ address. I was informed by [redacted] that I had an outstanding overdue balance of $131.66. I was shocked. I described in detail my conversation in May with [redacted]. This is when [redacted] explained to me that ‘write off’ meant that the matter had been sent to collections. I asked [redacted] why [redacted] was unfamiliar with this phrase. He could not explain. Since Cox had my up to date mailing and phone information, I asked him why the collection agency (or for that matter, Cox Communications) had NEVER tried to contact me about the outstanding balance. While I had contacted them several times over the two month period following the cancelation of my service, they had made absolutely no attempt to contact or to bill me! Again, [redacted] had no explanation. At that time, [redacted] agreed to waive the extra charges associated with charging my balance to a credit card, and I paid the $131.66 balance. Since Cox customer service failed to mail me my bill despite 4 separate requests from me, and because they failed to ever contact me about an outstanding balance (despite having accurate, up to date contact information), and, MOST IMPORTANTLY, since [redacted] informed me that I had NO balance and that I owed them NOTHING, I believe that the information in my credit report regarding this ‘collections’ issue should be removed and that my credit score should be adjusted appropriately. This information was supplied in a letter to Cox Communications dated 20 August 2011. To date, they have not responded in any way to this issue. At this point, I am requesting assistance from the Revdex.com in resolving this issue. Thank you.Desired Settlement: Remove all negative information regarding this incident from my [redacted] credit report. Request that [redacted] adjust my credit score appropriately.

Business

Response:

It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I cancelled the account within 2 weeks of install. Equipment was taken back. When asking for a refund company advised numerous times that I did not pay the 1st months bill when in fact it showed on my debit card so I disputed the transaction with my bank. My bank refunded the monies when it showed I did cancel the account and I did pay a month in advance.

Cox sent me a refund check which I did not cash, I shredded the check.

I have called Cox 4 different times to get this situation taken care of but they are persistent in stating I owe them $152.99 which I do not.

I am tired of trying to explain the account should be cancelled and I do not have a balance.

I need some help in this matterDesired Settlement: I would like someone who knows what they are doing to look into this matter and see that I did pay a month in advance and I was credited back the money and to also see that the equipment was returned.

I never want to deal with this company ever again

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to speak with them directly to discuss their concerns with their account billing. Although we were unable to speak with our customer directly, upon receiving this complaint we did make contact with our Refunds Department regarding our customer’s concerns. As of 7/7/15 our Refunds Department has advised us that they have corrected the account to have the disputed balance removed. This Cox account now has a zero balance. 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. [redacted]Executive ResolutionsCox Communications

Review: I need help resolving a problem with my internet service. I been having problems with my download ever since upgrading (Nov 2015) to Ultimate from the Prefer package. I ran a speed test on network and got the same results each time and reported the problem several times and each time the service person told us the problem is in the street, but nothing has come out of the visits. I find it unfair, each month I have to pay for the upgrade (Ultimate package), but getting the essential package service of 30 mbps. I just need Cox to fulfill their part of the agreement and give me what I’m paying for; 150 mbps download service, not 30 mbps.Desired Settlement: I need Cox is repair the problem and refund me the difference between the service (Prefer us Ultimate) from November to the time they repair the issue.

Business

Response:

August 11, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the Internet problems that the customer has been experiencing. Due to the issues that the customer brought to the attention of your office, we contacted the subscriber directly to assist them. After a detailed conversation with the clients, we have connected them with one of our Supervisors for assistance. We will continue to work with the customer to make sure that he receives the level of data service that he expects, and deserves. As always, we appreciate the opportunity to assist our customer. Thank you! [redacted]/Office of the General Manger/Cox Communications

Review: I added services because I was repeatedly called and I finally agreed to give it a try. I was told this wasn't a contract and I could cancel at any time. I remember asking more than once if this was a contract because I would never agree to one as life happens and sometimes things need to change. I called to cancel my cable service as I don't use it. I was then informed that I was under contract. I requested to hear the recordings so I could prove that I asked multiple times to make sure there was no contract. I was informed that recordings are only saved for a short period of time and that it doesn't matter if the representative didn't tell me about the contract or if he lied about saying it wasn't because its on a first bill. So I got into a contract under false information and without my consent. I talked to Lynda employee number 1994 and she just kept telling me it was my fault for not reading the bill. I told here that I have bill pay and have no reason to look at a bill and she again said that its my fault for not reading it.Desired Settlement: I would like for my " contract" to become void and be taken off my account. I want to be able to change my service with penalty or fees.

Business

Response:

We would like to thank the customer for contacting Cox Communications via the Revdex.com regarding his account concerns. We enjoy hearing from our valued customers and apologize if there was any confusion regarding the parameters around the customer’s 24 month service agreement. On August 16th 2013, Mr. [redacted] was enrolled in a 24 month Price Lock Guarantee (PLG) service agreement. This service agreement keeps the base, normal, pricing for video and high speed internet service at the current rate as of the day of the agreement for the subsequent 24 months and protects the rates from general rate action increases. In addition to this benefit, the customer was provided a discounted $89.99 (before taxes) a month duo package for Advanced digital cable television service and Preferred speed internet. This normally retails for $135.48 per month. The customer has been saving $45.49 each month he has been enrolled in this discounted package. We offset the loss for providing this discount by the customer fulfilling the full 24 month agreement for service. In addition to account notes confirming the customer’s understanding that there would be a prorated Early Termination Fee (ETF) up to $240 if any of the PLG services were removed before the end of the 24 month agreement, included on the customer’s September 4th 2013 statement was the terms and conditions of the PLG agreement as well as notice on the bill that the customer could discontinue this agreement without penalty by notifying Cox within 40 days of the receipt of the bill. We received no notification from the customer that he wished to discontinue any part of the PLG service until July 15th of this year. If the customer should still choose to discontinue any portion of service the ETF currently stands at $110 and will be reduced by $10 for every month the customer elects to retain all PLG services. If the customer chooses to remove the cable service and retain high speed internet alone he will lose all discounting, the priced-locked rate, and can expect to pay $62.99 per month for Preferred speed internet. To make any changes and for further assistance, we are always available at ###-###-#### or online at [redacted]. Thank you for your time and consideration. Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: sending and receiving emails have been a consistent issue for the past 3 weeks. I called Cox about 7 times, they say it's their server, someone else says it's my phone, it's not their issue, then I am told it's their server. I have to rely on getting and sending emails using Cox email.Desired Settlement: provide an accurate reason as to what is going with the email. too many inconsistencies when you speak to different customer service reps. fix the issue, inform customers how long it is going to take and whether or not we should even bother to use cox webmail anymore

Business

Response:

We were sorry to hear of the difficulty that the customer is having with her email. Due to the concerns that she brought to the attention of your office, we contacted the customer directly and advised that her emails issues are not related a server issue. Our office has notated the customer’s account in depth regarding the details of the investigation. Because the solution to the subscriber’s email concerns can be rectified by a member of our Internet Technical Team, we suggested that she contact our Technical Support Group to perform some further troubleshooting over the phone. We offered to have a member of our Internet Team contact the customer to assist, but she declined our offer. In the interest of our customers, our Technical Support Team is open 24 hours a day, seven days a week, and 365 days of the year. We hope the customer will take advantage of our Technical Internet Team for assistance. We can be reached at ###-###-####. As always, we thank the Revdex.com for the opportunity to assist our client. [redacted]/Cox Communications Executive Offices/ Arizona

Consumer

Response:

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.

Consistent server issues on their end, this is what I have been told all the times I called them, they are having issues with their servers and then they are rebuilding their servers. Please have Cox pull all the calls I made to them and listen to what the rep told me. They are being dishonest, they are not telling you the truth. See attached screen shot of the issues. I already called them over and over again and they keep telling me the same thing, it's the servers. The supervisor that called me today told me there is nothing wrong. She suggested to pull the calls and I agree.

Business

Response:

We sincerely regret that the customer is still not satisfied with the information that we have provided to her regarding her account concerns. While our Corporate IT Department has confirmed that the customer’s emails are not being affected by our servicers; the subscriber does not agree. We offered assistance to her by phone or at her home, but she declined. Should she change her mind, she may contact our Technical Support Team at ###-###-####Call: ###-###-####. We are available seven days a week, 24 hours a day, and 365 days of the year. It is always our goal to address and resolve all concerns that a customer brings to the attention to your office. We are sorry that the customer is not accepting of the information that we provided regarding her email concerns. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

Review: Over 1 month ago I contacted the service dept. Because my Cox phone Thai is used for business purposes only was dropping calls. This seems to be an off again, on again problem. 4 times I have been promised a field supervisor would come and take a look at the problem. Three time techs have come to the house and have not been able to locate the problem. On Friday afternoon 8-08-14. I had 35 incoming calls and 24 of them were dropped in the middle of talking to customers. I had been given the personal number to call the tech when it happened again so that they could see the problem. I called him, he told me to reboot the computer and call him back. I tried to call him back and his phone was off! I waited on hold again to talk to the service dept. I was told they would expedite the work order and someone would be here between 10 and 2 on Sat. Nobody showed up. I called again and was told oh they meant someone would be there on Sunday. I explained I would never have set up the appt. for a Sunday as nobody would be home. So they said someone would come today on Mon. When I called to verify this morning that someone would be here. Guess what, no work order was placed! So now I am again waiting for a Tues, appt. in the meantime I am still unable to work because the phone doesn't work. I get platitudes and apologizes but that doesn't pay the bills. I just want someone who knows what they are doing to come fix the problem so that I too can make sure my customers are taken care of. I don't understand why it takes 4 times to have someone come out when they can trace back and see that my phone is not getting a reliable signal. I have been told 3 times that they would have a field supervisor contact me and come out. This has never happened.. I am tired of being promised things over the phone and it never happening. After the frustration of sitting in hold for 10 to 20 minutes at a time daily you would think there would be someone else who has some authority would handle the problem. There is not even a place to file a complaint.Desired Settlement: Not only would I like a resolution to the problem by someone who has the expertise to fix it but a sincere letter of apology would be nice by someone who has the authority to see that in the future callers with long term problems have someone to turn too.

Business

Response:

We are sorry to hear of the telephone service concerns that the customer has brought to the attention of the Revdex.com. While we always appreciate the opportunity to address and assist a subscriber with the services and products that we provide, we apologize for the inconvenience that the customer has experienced.

Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account. Our Mesa Field Manager Dustin advised that he has attempted to contact the customer to ensure that the phone service concerns are addressed quickly: to no avail. He will continue to try to reach the customer at the phone numbers that we have on file. Our office will work closely with our Field Manager to ensure that we provide resolution as well as customer satisfaction in regards to the situation at hand.

Because the customer advised in his comments to you that he is using his phone exclusively for business, we would like to suggest that the customer consider using our business telephone product. Because a business product is supported differently than residential service, the customer can work with confidence; guaranteed. For information regarding our business product options, we can be reached by phone at [redacted]Call: [redacted]. The subscriber can also visit us online at [redacted], and select Business.

We hope this information has been helpful to the customer, as well as the Revdex.com. Thank you.

[redacted]/Office of the General Manager/ Cox Communications Executive Offices/Arizona

Consumer

Response:

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 did not reject the initial response, I rejected the companies response. I have never been contacted by Cox Communications concerning my complaint. They said they contacted me three times with no response. I don't know if they have an incorrect phone number for me or what the situation is, although my contact number is in their records. The only restitution I was seeking was ann answer as to why it took four times to have my phone lines repaired before they got it right. I lost more than a month of work because the repair men did not do what they could have at the very beginning. We suggested to them that the underground cable might need replacing. My husband works with this kind of cable daily and told them this was the likely problem. Finally after coming out here 4 times, they replaced the cable and I have had no more problems. I was so frustrated that each time I called it took sometimes 2 or 3 days for someone to come and then it was still not fixed. I was promised a field supervisor, never did one come. I just felt like I was receiving very poor customer service. If Cox would like to even apologize for their insensitivity to their customers needs I can be reached at [redacted]. I appreciate your continuing effort to rectify this complaint.

Regards,

Review: Cox had stated that our internet service would be activated Friday, August 29th, between the hours of 8AM and 7PM. I placed a confirmation call that morning and was again informed that it would certainly be activated within that time frame. Placed a call about 630 PM, again, to confirm that the service would be turned on. And again we were told that it would be, being reassured that they don't get to until around 8PM on occasion and even then it may not work for a few hours following. Woke up the following morning to no internet service. Placed a third call to Cox, the representative confirmed seeing a previous work order and said someone had been out, couldn't find our box and instead of contacting us for assistance canceled the work order. When I inquired as to why we had not been contacted for assistance I was told that it's just not something our technicians do. In the mean time they stated that they could put in a work order for our internet service but not until later next week.Desired Settlement: I would like my internet service activated within a reasonable time frame. The company is already 24 hours past their dead line. Why should I have to wait for service because their technician could not locate our box and did not reach out for assistance?

Business

Response:

September 9, 2014

Revdex.com complaint # [redacted]—[redacted]

We were sorry to hear of the delay that our customer recently experienced with the connection of his Internet service. Due to the complaint filed with the Revdex.com, a thorough investigation was completed on the account. Our records indicate that because our technician could not locate the cable line in the outside pedestal, the installation was not completed as originally scheduled.

Our records also confirm that our Field Team was able to connect the line for the customer on the 5 of this month, and the customer’s service is up and running. We want to advise that normally in a situation such as this, the customer would be notified of the problem and advised of the estimated time of repair. We were distressed to hear that the customer was given the wrong information from our Care Center agents. We want the Revdex.com to know, as well as the customer, that this feedback has been forwarded to the appropriate leadership for further review. We have also credited the installation fee, and the first month of service in lieu of the delay he encountered with activating the data service.

We hope that this information has been helpful. Our company always appreciates the opportunity to assist a valued subscriber. Thank you.

[redacted]/Office of the General Manager/Cox Communications Executive offices/ Arizona

Review: I had an account with [redacted] Communications at 3 of my addresses in Phoenix. In August of 2010 I cancelled my service because I was moving out of state. When I brought in the equipment on or about August 19, 2010, I recall making a payment. I spoke to [redacted] today (06/04/2013) at [redacted] and told him I believed that I paid this because I had come back to Phoenix to make sure the box was turned in. He said that no payment was made and the lat one is was in July 2010. I remember specifically that I came into the store located at 7th Street and Glendale to turn in the equipment I had and at that time I made sure the account was paid in full. [redacted] said the account was sent to collections to [redacted] & [redacted]. I have never received any kind of communications from [redacted] and/or [redacted] regarding an unpaid balance. [redacted] said that the account was notated that they contacted me at the end of August to inform me there was an unpaid account. I vehemently deny this, at no time have I ever defaulted any of my [redacted] accounts. In fact, [redacted] Communications was my provider for telephone and internet services at my various homes and offices. My attorneys have sent letters to Mr. [redacted] trying to dispute this amount and that office has never responded. [redacted] then informed me that I would have to get [redacted] & [redacted] to remove the collection account. However, had [redacted] did notified me that there was any such unpaid amount, this account would had never went to collection.Desired Settlement: That [redacted] inform [redacted] & [redacted] that the amount placed in collections was done in error. And it be removed from my credit profile. It shows up on all 3 of my credit bureaus and it is hindering me from obtaining credit.

Business

Response:

June 18, 2013

Review: For at least 10 years I necessarily subscribed to Cox Internet provider surfaces, only because they were the only high-speed ISP where I live. About a year ago, I had the opportunity to subscribe to another high-speed ISP ([redacted]), and I did so gladly, for reasons of both cost and reliability. Unfortunately, Cox has continued to bombard me with "offers" of its services.I have contacted them repeatedly, by both phone and email, telling them to remove me from their contact lists. On each occasion, their representative has assured me that I will promptly be removed from their contact list.It hasn't worked. I still receive, on average, at least two contacts from Cox every week.I want them, once and for all, to stop contacting me, for any reason.Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want Cox to permanently stop contacting me, by whatever means, for any reason that involves them wanting my business or otherwise promoting their alleged services.

Business

Response:

We are sorry to hear that our marketing material has impacted our former customer negatively. Please allow us to apologize for any inconvenience this situation may have caused. Upon receiving this complaint, we were able to speak to Mr. [redacted] on 4/9/15 to address his concerns. During our conversation, we assured our customer we have updated his address to stop further calls and mailings from Cox Communications. We did also make our customer aware that this may take up to 60 days to take effect. We appreciate Mr. [redacted] patience and understanding. Thank you. [redacted]Executive EscalationsCox Communications

Review: I am very upset with Cox Cables as I have gotten so many different responses when asking the same question.

I live in an apartment building where Cox has the television contract. I am in the process of buying a laptop and called Cox on May 1*, 2**4 to "bundle" my TV phone and laptop and spoke with [redacted] at 10:45 am ([redacted]). I went again on May 27 and spoke with [redacted]. Before I spoke to [redacted] I asked several times to speak to a supervisor. but they would not let me.

I asked [redacted] the total dollar amount each month. he said $99 permanent unless I change something. [redacted] and [redacted] said $119.44 as [redacted] did not include tax and then went as high as $1*5.06. However, if you take $99 and as 8.1% tax, it is still less than $119.44 and [redacted] said the $99 is only good for six months. I told [redacted] Cox's TV ad states $99 per month and does not stated plus tax nor only good for six months. To me that is false advertising. [redacted] and [redacted] said the first month is free; however, one said I start paying in June and the other said July.

I asked [redacted] if there was a charge for a long distance calls and calls to Canada and Mexico which Cox advertises as free at $9.99 per month. He said NO CHARGE.. Both [redacted] and [redacted] said long distance calls are .18 cents per minute. [redacted] said my monthly phone charges (itemized) is $27.08 and Canada and Mexico are not free.

I told [redacted] I want my laptop speed to be 2.5 and he said I would have that. I asked [redacted]h ow much it would be to increase the speed and he said $15 per month. My son came over with his laptop and when he turned it on, the speed showed 1.1. I asked [redacted] about this and he said I have a "starter" speed of 1.1 as there is no 2.5 so I would have to go to a 5 speed. I told [redacted] another Cox TV ad said the speed can be increased for $5 per month. [redacted] said the $5 per month is only good for six months and why was I told $15.

[redacted] said since I was bundling I would be getting more TV stations. I n ow have the basic plan. The Cox installer came on May 17 and when I saw [redacted] on May 27, I did not have additional stations. He said additional stations were not included.

[redacted] said to get the advertised specials as seen on TV I would have to call a supervisor as only a supervisor can make changes. He could not. May 29 I called Cox ([redacted]) and asked for a supervisor. I was put on HOLD for 20 minutes and then a lady answered. I asked if she were a supervisor and she said no. She asked the problem and again I asked for a supervisor. She again transferred me to a supervisor. Her name was [redacted], she is in Oklahoma, and when I asked she gave me her phone number [redacted] said she had to consult with someone to give me the advertised TV specials and I would get a phone call 24-48 hours with the dollar amounts. I have not heard a word from her.

June * at 8:*0 a.m. Tucson Time, I called [redacted] and left a message to please call me at work (in case I had any questions). I called again at 12;45 pm and left another message to please call me. I called at 9:15 am Tucson time and left another message to please call me. I have not heard a word. Her voice mail gives her last name which sounds as though it starts with a B but I could not understand the name (see complaint online).Desired Settlement: Can you please help to clarify what my charges will be and I am getting the advertised TV specials? It is not acceptable to get getting so many different responses from Cox employees in Tucson and totally not acceptable to not get a return phone call from [redacted]. Something is very wrong with this scenario.

If you need to speak with me, you can call me at work [redacted] which is a direct line and I also have voice-mail (VA Medical center). Evenings and weekends at home [redacted]. Thank you so ve

Business

Response:

We would like to thank the consumer for taking the time to file her concerns regarding the billing problems she experienced. Please let me begin with an apology for the problems she had while attempting to resolve this issue. We certainly do not want to cause our customers any frustrations and strive to provide the utmost in customer service.

Research of the customer’s account confirms that she spoke with our Customer Care Agent on June 19, 2**4. The agent advised the customer that her current level of services that she has installed on her account will be $1*7.*2 per month with taxes and fees. Our agent explained that the Premier Telephone package that she subscribes to provides the phone line with the features and unlimited long distance for only $9.99 per month. This rate is regularly $*4.99 per month and our customer is receiving it on a special campaign for 12 months. After May 27, 2**5 it will increase to the $*4.99 per month and she may make adjustments at that time.

On May 28, 2**4, when she spoke with our supervisor, the two installation fees were credited for $60.00 each. The customer also asked to take advantage of the advertised special allowing her to increase the speed on the Internet service up one level for only an additional $5.00 more per month for six months. She will be paying $*4.99 per month for her Internet service until December 2**5 and it will increase to $47.99 at that time.

It is important to note that the consumer is not under a Price Lock Guarantee and all of the rates are subject to change.

We regret the difficulties the consumer encountered and hope that we are able to regain her confidence in our organization. We look forward to providing her with the excellent service that she deserves and should expect from our company. If she should require further assistance, she may contact our Customer Care Center at [redacted]Call: [redacted]. Thank you.

Executive Resolutions Specialist

Office of the General Manager

Consumer

Response:

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.

When I first called Cox on May 1*, 2014 and spoke with [redacted] regarding "bundling," he said the monthly fee would be $99 until I made changes. [redacted] just wrote I am paying $*4.99 for my upgrade to a speed of 5 and in six months the charge will be $47.99 aside from my phone and TV plus fees (whatever they are) and taxes. I don't understand why an upgrade from a speed of 1 to a speed of 5 has to increase $1* at the end of six months. My complaint is why was I told one thing on the original phone call and then end up paying so much more. I would have contacted other companies to compare prices, not just assumed Cox would be the best. My other complaint was in being told by the supervisor in Oklahoma I would receive a return phone call with prices within 48 hours and then nothing. Also, no one ever said one word about a Price Lock Guarantee. What is that? I'm very disappointed in Cox. [redacted]

Regards,

Business

Response:

This is in response to the rebuttal that the customer submitted to the Revdex.com. Again, we apologize for the poor customer experience that she encountered.

We reached out to the team leader of the representative that our customer spoke with on May14, 2014, to see if the call was still available for review. Unfortunately, it was no longer on line. We are offering the customer the following options in an effort to get as close as possible to the $99.00 price point. It is important to know that the $99.00 offers that were available at that time excluded equipment and taxes. The choices are as follows:

1. Our customer can elect to keep her same level of video service and telephone service and keep the Essential level of Internet for monthly rate of approximately $124.00 with equipment (modem) and taxes included. A monthly savings of approximately $1*.00 per month.

2. Our customer can elect to keep her same level of video service and telephone service and return to the starter level of Internet for a monthly rate of approximately $107.00 with equipment (modem) and taxes included. A monthly savings of approximately $*0.00 per month.

These price quotations will be in effect through May of 2015 excluding any general rate increase that may occur. As a point of clarification, a Price Lock Guarantee only protects our customers’ base rates, it does not affect any discounts which are normally time bounded within the guarantee period.

If our customer elects either one of the above offers, we will provide her with a lump sum credit for the difference she has been paying since May 2014.

To answer our customer’s question regarding the $1*.00 change in rate after the $5.00 discount expires is the difference in the two levels of service pricing. The base price for the Starter service is $*2.99, and the base price for the Essential level of Internet is $46.99 – a $14.00 difference.

Again, we regret the difficulties our customer experienced and hope that we are able to regain her confidence in our organization. We look forward to providing her with the excellent service that she deserves and should expect from our company. If she should require further assistance, she may contact our Customer Care Center at [redacted] Call: [redacted]. Thank you.

Executive Resolutions Specialist

Office of the General Manager

Cox Communications/Arizona/Southwest COE

Review: Well, time for a [redacted] about Cox Communications. About 2 weeks ago, I decided to cancel my cable tv service and just keep my internet. Granted I had a lot of add-ons that made my bill high HOWEVER I noticed that WITHOUT ADDING ANYMORE STUFF to my cable tv, over the course of 1 year, my cable bill went up 100.00 dollars. so I said enough is enough and cancelled my tv service. I still had the cable hooked up to my tv and was getting a fair amount of channels including [redacted]?, [redacted] ( [redacted] ) not too mention [redacted]? and [redacted]. Well Guess what? THE CABLE COMPANY DECIDED TO PUT A BLOCK ON ALL THOSE CHANNELS!!!! I can understand about [redacted], and [redacted]. BUT NOW I cannot get [redacted] and [redacted]! I bought a digital antenna and can get [redacted] BARELY COMES IN AND [redacted] is NOWHERE to be found!!!! and the KICKER!!! Both My mom and my sister are getting all those channels that I LOST and they also do not subscribe to Cox Communications. When I demanded that I get the same service that my mom and my sister were getting, I WAS REFUSED and they proceeded to TRY to get me to BUY their [redacted] Service again! It is NO WONDER People are LEAVING THE CABLE COMPANY IN DROVES!!!!!Desired Settlement: All I want is to be able to get the same channels that both my mom and my sister are getting OVER THE AIR! their channels are not blocked! Especially Our [redacted] and [redacted] which are local broadcasts!! MINE ARE BLOCKED! theirs are not!!

Business

Response:

April 18, 2014

Review: Cox has "misapplied" [their words] a payment that was made out of my checking account on June 27, 2014, and continues to show the "misapplied payment amount" as an amount that I owe to them. I contacted Cox by phone several times, and have written several emails. I have written record of the dates of phone calls, names of representatives, and discussions, including details of information and action the reps from Cox requested I take to resolve the issue, along with written record of the actions that I (and my bank and payment company) have taken to assist Cox in resolving this issue. When corresponding with Cox via emails to Cox eCare Phoenix, the reps that are responding to these emails are not reading them thorougly to see what the actual issue is, and elevating it to a level in the company where it can be resolved. It is bad enough that they cannot find the payment, but even when they receive proof from my bank and my payment company, they still will not show on my account that the payment has been received. The experience has been so bad that I cancelled my service with Cox.Desired Settlement: Cox needs to zero out my account. The monies are gone from my checking account, designated to Cox, and they need to zero the Cox account balance. Then I will never, ever bother them again.....they should be happy.

Business

Response:

August 27, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding a misapplied payment. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. The customer has called several times regarding this misapplied payment. Several agents have sent the appropriate forms to the department that researches these. I checked with this department and they do not have the information that the customer sent to the company. I called the customer and asked if she could email that information to me so that I could walk it over to that department. I received the transmittal showing the payment transaction from Checkfree but we were not able to locate the payment. I have credit the customer’s account to a zero balance. 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 ###-###-####. Thank you. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Consumer

Response:

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,

Review: All I wanted from day one is internet connection and auto payment. Every month they failed to set up auto payment. I called them to get it resolved, they attempted to charge me the late fee, each time they said they would wave it, the recording said a $10 assistance fee would be charged, I asked the individual if I was being charged $10 since it was their system error not setting up auto payment. He said no. Of course the person I chatted to today said I am being charged for that. I want the two $8 late fees removed, and the $10 agent help fee removed.Desired Settlement: I don't want a credit towards my next bill I want a refund for the two $8 late fees, and the $10 assistance fee. I also want conformation that I am on auto payment. I got conformation that I am getting paperless billing, however I never get a email with breakdown of my bill. I want written conformation that auto payment is set up and all fees my account has acquired due to this companies incompetence has been reversed. I should be an ideal customer, it's a shame this company can't make a simple request of automatically giving them money and never wanting to talk to them...

Business

Response:

August 6, 2014 Complaint ID#[redacted] We would like to thank the customer for taking the time to contact our company via the Revdex.com regarding his account billing concerns. We apologize for the difficulty the customer has experienced in his attempts to initiate automatic EasyPay payments on his account with us. Our records show that on June 7th of this year a [redacted] credit card was assigned as the automatic payment method for the customer’s account. It may take up to a full billing cycle for the payments to automatically withdraw and our records indicate that the customer is fully enrolled and can expect his payments to be made on the scheduled due date. On June 7th one $8.00 late fee and the $10.00 payment assistance fee was credited to the customer’s account. There was another $8.00 late fee assessed to the customer’s account on June 29th. We have applied a credit for that fee. We sincerely apologize for the difficulty the customer has experienced regarding this matter. We want every interaction with our company to be a positive one and sincerely regret that our valued customer had this difficulty. Thank you for your time and consideration. Respectfully, [redacted]Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

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. It's annoying I had to go to this step to get communication, and fear it wont be the last time. I also wanted a refund not a credit. Not surprised. Next place I rent I will make sure century link is an option there.

Regards,