Cox Communications, Inc.

Review: I've always had issues with the Internet with cox. I've updated all my gear and I've upgraded Internet service and yet I still have issues using my Internet every day. I have called and Cox wants to charge me because they don't understand why my Internet doesn't work and I don't feel like l should pay for a tech guy so I stopped calling and unplug my Internet randomly everyday to get it to work right. Well today it doesn't work regardless how how many time I unplug and how many times I connect and Re connect and every Cox number is disconnected. I tried getting online support and it said I couldn't get Web support either. I'm tired of dealing with the most horrible Internet ever and paying for suck crapy Internet service. I've been dealing with it far to long. I need a tech to fix my service or I need to cancel the reminding series I have left with Cox which I've down graded to just Internet and I'm about to cancel everything after years and years of serviceDesired Settlement: I want a free tech to come fix what I am paying for or.my services canceled our right.

Review: Called Cox Communications to discontinue internet service, I informed the service rep that we wanted the service to be discontinued on 1/16/2015. The sales person tried to avert us from cancelling the service to no avail. At the point she realized that we were not going to change our mind, she immediately terminated the conversation and as she was hanging up on me, indicated that our service would be terminated immediately. Once again, I had informed her twice that we did not want services terminated for another 2 days. I called back and was disconnected without being able to talk to anyone, I then called back again, and received a phone message that "the office is closed now." And yes, as she was hanging up and indicating that our service would be pulled IMMEDIATELY, I looked at my modem lights as they all went out. Desired Settlement: Company needs to review its recordings and have that employee sent to a customer service class of some sort.

Business

Response:

January 28, 2015

Review: 08/01/14

I Began Preferred Internet Service - $49.99 / month

(a promotional price for 12 months)

A few days later I upgraded the speed to Premier - $59.99 / month

(a promotional price for 12 months)

I upgraded at the cox store and was able to receive the promotional price

On the bill I was charged $30.00 for self activation even though it was supposed to be free

I was charged $10.00 for partial month services without disclosing what was the time period.

After calling the customer service I was able to get activation charges removed.

(I have copies of the billing statements)

10/17/2014

After logging in to Cox.com to pay the bill I was presented with an offer for a TV service.

Cox advanced TV (Contour) with HBO for 12 months and HD DVR - $35.49 / month

I selected a self activation method for free.

COX did not send me an email with proposed bill or summary of charges (unusual for any business). When logging in to COX website no new or proposed service charges were to be found. I did however receive an email stating that a service request has been made with a confirmation number.

10/20/2014

I went to the COX store to pick up the cable box, but the representative was unable to find my order. I was also told that the price is unheard of and I must have been confused. The customer service via phone was able to locate the service request – but at a different price ($58.49 /month). I then canceled the service request.

10/20/2014

I ordered TV service again, this time taking pictures of the order request for future reference.

Cox advanced TV (Contour) with HBO for 12 months and HD DVR - $35.49 / month.

I then contacted the customer service and was able to schedule an appointment for a free installation.

COX did not send me an email with proposed bill or summary of charges. When logging in to COX website no new or proposed service charges were to be found.

I was later charged $60.00 for a whole home installation. I again had to call customer service and remove this charge. The TV service began on 10/30/2014

11/09/2014

It was discovered that the installer failed to remove a filter from the outside box and I wasn't receiving all the channels. By contacting the customer service on 11/09/2014 I was able to receive a partial service credit and schedule a new appointment. The cable box was not downloading an update and was freezing when watching recorded shows. The new installer reset the box and advised to call customer service if I have any more problems.

When looking at the bill I was charged $58.49 / month for the TV service (not the advertised $35.49).

11/25/2014

I contacted the customer service to change the price for Contour TV. I talked to supervisor Jonathan at around 7pm. He was unable to change the price because he did not know of such promotion. I then volunteered to send an email with pictures but I was advised that their system is not set up to receive outside emails and there was nothing that could be done for me. I asked how I could present my side of the story but there was no answer.

12/19/2014

I returned the Contour TV box to the COX store and downgraded by internet service from Premier to Preferred.

I was assured by the customer representative that the promotional price is $49.99 / month and that I still have 8 months left of that price.

01/19/2015

I was charged $62.99 for Preferred Internet for December and January.

I contacted the customer service department who told me that because I downgraded the promotional price is no longer the effective price. Customer service could not speak for the Cox Store representatives. Additionally, I was advised that my new price for February will be over $66 due to a raise in prices.

I had to contact COX a total of 10 times due to (in my opinion) reasonable requests. This appears to be a deliberate action on part of COX with no possible way for the customer to have their issues resolved.

I do have copies of all bills and the service request.Desired Settlement: I would like the internet price to be adjusted to the 12 month promotional price for the months of December and January,

and I would like COX to propose an outcome to the TV service.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 1/22/15 we were able to speak with Mr. [redacted] regarding the concerns outlined in his initial complaint. Although we respect our customer’s decision to discontinue their cable services, we assured him that we will address his feedback regarding his original cable service sales quote with the appropriate Sales Department leadership. Additionally, in order to correct the issue with his existing Internet service promotional rate, we have applied a new twelve month discount to the account and backdated this to 12/19/14, which is the date the original promotion was lost. Mr. [redacted] opted to accept this promotion and we are confident that we have resolved this issue for him. 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]Executive EscalationsCox Communications

Review: Cox's approach to collections is passive aggressive, and it is unflinching in its efforts to mar it's customers credit, create maximum inconvenience and generate bogus fees.

I have had a Cox account for over 3 years that has always been on an auto-pay, with my credit card on file. Recently, some error occurred in the processing of a payment. Cox never attempted to re-run the transaction, never called me nor emailed to inform me that there was an issue. The first notice or indication of a problem I received was a notification from my credit bureau of a derogatory mark on my credit stating the account was in collections. Upon further investigation, I found that Cox had disconnected my service, closed my account and charged me over $100 for an unreturned modem and sent the account to collections. When I called to complain, one of Cox's collections staff ([redacted]), was smug and unrepentant, suggesting that I had failed to respond to their correspondence and to pay my bill and the collections mark was justified.

There are several troubling facets to this situation. First, I was otherwise a happy customer and would have otherwise continued to pay for the service. Had I known there was an issue, I would have quickly resolved it, and likewise, if Cox had re-attempted the charge, would have received their funds - seemingly a win-win. However Cox chose to make no attempts at contact outside of mail and chose to turn the event into a fee collections generating exercise, compounding the headache of an otherwise innocuous event.

Provision of utility services should be smooth and easy for a customer and not require any time and attention. This is the reason I put the account is on auto-bill pay - set it and forget it. I usually look at my Cox invoices once a year to file them away. The company continually sends a barrage of spam marketing mail intermixed with bills that further diminishes the chances of noticing important correspondence. I have multiple residences and utility bills coming from all. Cox has distinguished itself in a class of its own as the most problematic, quick to disconnection, quick to collections without so much as a peep of direct correspondence of any utility provider I've ever dealt with.

The important point however is that Cox collections team (surprisingly, bizarrely) doesn't really appear interested in supporting a smooth billing process or keeping happy customers. This is a company that seems to specialize in the sub-prime clientele and has mastered the art of using the collections process to extort further revenue at the first billing misfire. Never mind if that type of clientele is not you, that's the bucket they'll put you in and that's how you'll be treated.

I would highly advise potential customers against doing business with Cox. For the sake of your sanity and your good credit, think twice about doing business with this company.Desired Settlement: I would like Cox to remove its derogatory credit reporting, remove any related fees (other than standard utility fees) and provide a letter acknowledging its mistake.

Business

Response:

Revdex.com Complaint -- No. [redacted] – [redacted]

Review: I paid my bill on the 2-12-15 and I got a note from them that states. ("Our System is taking longer than usual to confirm your payment for service. The error is with our system and not because of anything you did .We'll send you an email notification when this payment is successfully submitted. Thank you for your patience") Today I got alert that said my account is pass due. So I called in and spoke to [redacted] at 11:58 a.m. and he but me on hold for 25 mins and then told me that I would need to take the confirmation letter to one of there offices. So I went to the office on [redacted] and was told that they don't show a payment, and that I must of made up the confirmation letter as they don't show anything in there system. So I asked him what should I do and was told to pay my bill . I then asked him if I pay again and then they find the other payment what then he said they would issue a credit which I said if I pay again and then they find the payment I made that I would be over for my money. He told me to get a report from my bank showing the payment . So I went to the bank and they show the payment as pending and she told me that if they don't get the paper work tonight it will come off my account. then I can stop payment on it and issue another payment which will cost me more money. I am tired of cox not caring and then telling everyone it is us and not them.Desired Settlement: Find my payment so I don't have to pay more money stopping payment on it and doing it again

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 his attempts to address and correct his billing. We sincerely regret the inconvenience that he experienced with our company.We contacted our customer and have addressed his concerns to a successful resolution. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Review: On 1-29-16 I noticed a price increase on my Cox bill. I called Cox to find out about the increase as I was locked into a 2 year contract as of 7-6-15. I was told by Monica in the billing dept. that I did not have a contract and she transferred me to the Loyalty Dept. A few minutes later (after being disconnected, having to call back and explain the situation again) I spoke with Michael in the Loyalty Dept. Michael also told me I didn't have a contract. I explained what transpired with a Cox Rep named Ray back on 7-6-15. Michael continued to tell me I was wrong. Michael then stated he would lower my bill to $149.01 with a 2 year contract and after the 1st year the price would increase by $20.00 (I would also lose all future grandfathered discounts). I then explained that that is EXACTLY what Ray told me on July 6, 2015. I told Michael that this is fraud, I was lied to and deceived because he is telling me the EXACT same thing as Ray. Why would I trust what he is telling me. Ray told me he would lower my bill to $150.98 with a 2 year contract and after 12 months the price would go up $25.00. I agreed to those terms on 7-6-15. Michael denied this ever happened. I happen to keep copious notes as I have had over 10 years of problems with Cox mainly regarding product performance. As an example, my cable AGAIN began to act up a few days ago on 1-22-16. I called tech support on 1-23-16 and was on the phone for over an hour. The technician was NOT able to resolve the issues and scheduled a technician to come to my home on 1-26-16. The technician never showed up. I explained this to Michael and he promptly and rudely told me there was never a service call scheduled. This is NOT the 1st time a technician has NOT shown up. I have technical problems with the cable either going out, channels freezing, NO channels and On Demand not working properly several times a month. I have been lied to, deceived, cheated and greatly inconvenienced! This is UNACCEPTABLE!Desired Settlement: I want the pricing ($150.98) of the contract I agreed to on 7-6-15 reinstated, an apology and some incentive for ALL the many many many times I have to call in or schedule a service call because the cable isn't working properly.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing and overall experience. It is certainly not our intention to cause any frustration. We were able to speak to our customer in response to the service and billing issues she brought to the attention of your office. Due to the service issues our customer is having we scheduled to have a field technician come to her home for resolution. In response to the billing concerns we offered a solution that we feel the customer is satisfied with. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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 consider the complaint resolved as they have met their commitment. I thank everyone involved with this resolution.

Regards,

Review: I DON'T FEEL I OWE ANYTHING EXTRA BECAUSE THE ESCALATION DEPARTMENT HASN'T PUT MY BUNDLE BACK ON AND I WAS CHARGED A SECOND AND A THIRD DISCONNECT.

Prior to this December 28TH, 2014 chat with [redacted]., I called in explained my situation to a live rep on or about the end of November about my financial problem. I was never told I'd be disconnected.I started my service around the end of October. � I'm suppose to have one set monthly charge of $144. (n some change) for two years. But no one at cox wants to work with me it seems.Here is a partial chat from 12/28/2014: [redacted].:� I think I will try to fix all what happen.

[redacted].:� I can Activate again your Internet.

[redacted].:� Also remove the contract fee for the mysteries disconnection that make your contact be broken.

[redacted].:� Also I will report the person that make the disconnection.

[redacted].:� Also did you order a new cable box?

[redacted]? ok, but what about my bill? It's stating I have a past due of $265.16. If anything it should only be one month and plus it's stating I'm past due 60 days, an I'm not.

[redacted].:� I will remove the extra charge that happen when the disconnection was done (12/03/2014)

[redacted]? I appreciate everything that you are doing for me. n yes I did order another cable box for my bedroom but it's not connected. There is no outside connection running into my bedroom.

[redacted].:� Oh okay.

[redacted].:� I can send you a Technician free of charge to install it or activate.

[redacted]? I believe I was told that when I ordered it, I'm sorry. I just forgot. If I can recall, I think I was also told it shouldn't go higher than $150 (guestimation)

[redacted]? for my onthly bill

[redacted].:� I understand.

[redacted].:� But when the Internet was disconnected it broke the Bundle discount and that make your bill increase.

[redacted]? Oh, ok. now I'm understanding it. Can you correct that?

[redacted].:� Yes, that what I am trying to do.

[redacted].:� Or tell you :)

[redacted].:� That I will remove the charge that happen.

[redacted].:� and will remove this issue.

[redacted].:� So they can put back your promotion.

[redacted].:� For now I will provide you the Internet again and remove the incorrect fees.

[redacted].:� Okay the Internet was reactivate.

[redacted].:� Let me adjust the charges.

[redacted]? I'll have to wait till I get home to check it. Thank you for doing all of this.

[redacted].:� No problem.

[redacted].:� Also I will removing $167.32 extra charge.

Gbriel S.:� By Courtesy I will make a remove of charge of $100.00

[redacted].:� Okay?

[redacted].:� And for all the issues./

[redacted]? I'm lost.

[redacted].:� Okay.

[redacted]? what is Cox charge one in advance?

[redacted]? Let me see if I get it. I'll be paying for December and January?

[redacted]? ok, but you'll still give me the courtesy remove?

[redacted]? when I signed up for Cox bundle I was doing many hours at work and then I got cut which reduced my income. So it wasn't only you that got partial payments . . . it was all my bills.

[redacted]? Now that you brought down what I owe I should be able to get back on track.

[redacted].:� Give me a moment, please.

[redacted].:� I will make a bigger discount for this issue.

[redacted].:� The new past due is $131.13

[redacted].:� Is that okay?

[redacted].:� Is there anything else I can help you with?

[redacted]? Two things we didn't finish yet. cable box install n what else do I owe? or is it just the $131.13.

[redacted].:� Also for what you current owe is just the $131.13

[redacted]? Would you know roughly what a normal bill of mine be?

[redacted].:� At this moment I am not sure because the Escalation department will have to put again the bundle you lose.

I just paid another disconnect of $225.00 on 02/02/2015 and I'm still being told I have a high balance due on 02/12/2015 of $289.00 beDesired Settlement: I would like my bill put back to my original guarantee of 2 years at the $144 price (plus tax). And give me the opportunity to get caught up and make timely payments. Otherwise I will cancel the $225.00 payment I made and switch to a new service provide that is willing to work with their customers.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by billing issues. We have attempted to directly contact the customer by telephone and email. The customer was given a contact number and email address for different ways to communicate with us. We have reviewed the account in regards to the pricing and additional charges. Once we have made contact with the customer, we can provide the updates and come to a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox 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.

Regards,

Review: Direct Sales Representative - [redacted] came to my home, said I could change my services and lock into the VIP promotional offer of 129.99 a month for 3 years. I proceed to have the change done. My monthly bill went from 134.95 to 186.10 a month. I called cox number at ###-###-#### after talking to several representatives and a supervisor by the name of [redacted] at [redacted] said they would rectify my account to what I had previously. This month billing wasn't changed back to 134.95. I called again today and verified nothing was done. Cox misrepresent their promotional price and hasn't done anything to fix the problem which has linger on for over two months.Desired Settlement: A just settlement for me would be to honor the price and services promised to me by [redacted] for 3 years which was their VIP Promotional offer of service of 129.99 a month.

Business

Response:

We would like to thank the customer for contacting our company via the Revdex.com regarding his monthly rate concerns. Leading our company with integrity is a goal we 100% strive for. We apologize that our valued customer was let down in this regard. The customer’s account has been reviewed by the direct leader of the representative who setup the customers upgrade work order. We will work directly with the customer to address the pricing on his account. Thank you for your time and consideration. Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Four times between August 2013 and January 2013 we have been without internet service due to Cox's equipment malfunction. Three of those times they had to come out to the home to fix, because we had to wait for them to come out we spent a total of more than a week without internet service. At one point we bounced off the data plans on our cell phones which caused us to incur additional charge. Not one time did we ask Cox for a credit or reimbursement for those charges, we just asked that they fix the problem. The third time they came out they charged us $49.95 to fix the same problem that they had to fix 2 other times. We asked them to credit us back twice and they did not, the second time when speaking to the representative she would not provide me with her name or extension, nor would she transfer me to a Supervisor, then she proceeded to hang up on me when I was in mid-sentence. I was not raising my voice nor was I cussing, there was no reason for her to disconnect the call. They have not credited us back the money and we will be dropping off our equipment today to terminate service.Desired Settlement: Credit our account for the $49.95.

Business

Response:

We would like to thank the consumer for taking the time to file his concerns regarding both the service issues and the service call charge dispute for his Cox High Speed Internet service. Please let me begin with an apology for any difficulty that he has had while working to resolve his service issues. The service he subscribes to should be enjoyable and trouble-free. I am happy to see the most recent service call has resolved the problem he was having.Researching the account I have confirmed that the customer was charged for the most recent service call because the problem was found within the customer’s home. The technician found the problem to be with the data outlet and completed a rewire. Because the consumer does not subscribe to the Cox Service Protection Plan for inside wiring, the service call charge was applied to the account. However, the consumer called in to the Customer Care Center on January 20, 2014 and spoke with our Billing Agent, [redacted], and she provided credit for the service call charge as well as the late fee. Complete research of the account tells me that the customer experienced outages and also had scheduled service calls; I have applied service credit for the following days: August 14, 2013September 17, 2013September 22-24, 2013October 20-22, 2013December 2-3, 2013 These credits will be reflected on the consumer’s next monthly statement, scheduled to print on February 11, 2014. We regret our customer experienced service problems and we hope that we are able to regain his confidence in our organization. His business is very important to Cox and we appreciate him. If he needs further assistance in the future, he may contact our Customer Care Center at ###-###-####Call: ###-###-####. Thank you. [redacted], Executive Customer Resolutions SpecialistOffice of the General ManagerCox Communications

Review: I signed a contract with Cox on Dec. 1st 2014 to receive internet essential for $19.99 a month. Few days later, I received a bill for $47.99 a month. I contacted Cox on Dec. 19th. After a long conversation with [redacted] in Loyalty Department, it was promised me to adjust price to original contract price. On Jan. 3rd, 2015, again I received another bill for $55.18. On 01/17/2015 I contacted Cox and had a lengthy conversation with a supervisor named [redacted] said it is out of my hand and the best I can do is $31.99 per month for Internet Service. To avoid further charges I paid her over the phone the amount of $47.18 for the past billing service. [redacted] (the supervisor) said you are being charged $31.99 per month for internet Service instead of the original contract price of $19.99, indicating that Cox can not honor the $19.99 per month.Desired Settlement: COX to honor the original written and signed contract by both the agent of cox named [redacted] and his supervisor [redacted]. The original contract states: $19.99 per month for Internet Essentials. Nothing more, Nothing less.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his promotional rate. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.When speaking to Mr. [redacted] on 1/29/15 he advised us that when setting up his order he was under the understanding that he would be receiving a promotional rate of $19.99 per month for his Essential Internet service. During this conversation, we advised our customer that this promotional rate of $19.99 was only available when in combination with our television or telephone services. However, we did advise our customer we certainly would like to make this right for him. At the time of our call to Mr. [redacted] we were able to confirm he was receiving a new promotional which lowered his rate to $31.79 per month for six months. We advised our customer that in an effort to reach a resolution, we will provide a one-time credit for the difference between his current rate of $31.79 and the requested rate of $19.99 for six months, which Mr. [redacted] advised us he will accept. We are confident that after this conversation with our customer that we can consider this issue to be resolved. It is our genuine desire to continue a positive relationship with Mr. [redacted] for many years to come. 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]Executive EscalationsCox Communications

Review: Cox is our internet provider, service has been out for nearly a month (intermittently). They have attempted repairs on several occasions, and now not returning calls.Desired Settlement: Adjust billing to reflect service. Make the needed repairs!

Business

Response:

Revdex.com Case # [redacted]

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.

We have contacted the customer directly to address their concerns. The customer informed us that the issue has been resolved.

Thank you for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I received a call before I moved from my apartment from a man calling himself [redacted], he claimed that he knew I was moving and to stay with cox he would give me promotions for being a "loyal customer." I was offered a lower internet rate, lower cable rate, would waive moving costs and would throw in showtime for free. I gave him the shut off date for the apartment and the turn on date for the house and said there was no need to have a technician do it because I have done it several times myself. Then we received a bill on 5/9/14 saying we owed $183.16 when our original bill from our old address was $119. I called in on 5/14 about the issue, the agent I spoke with said that I was being charged for two locations, I told her that the service was supposed to be transferred, not have two separate accounts, I also found that my cable and internet were more expensive and [redacted] had put HBO on our account, not Showtime. I then talked to the agents supervisor who assured me he would credit back the fees and I would see my bill drop to the regular $119 it has always been.

On 6/9 I received an additional bill for $202.48 with the same fees charged on it still. On 6/16 I called and told them it would be helpful if they read my notes seeing as I had been through this conversation before, the new agent said they saw no agent notes specifying my billing issue. So I told him about the charges and that my bill was supposed to be $119 and not any more than that and that I was still being charged for HBO when I asked to have it taken off. I spoke with several people who told me there was no formal way to have a complaint filed, there was no way to look up the agent who had CALLED ME and PROMISED me this information, and there was no way to correct the issue, that I would have to pay the charges regardless of what I was previously told. So I spoke with your retention department who said they would waive all fees and bring my bill back down to the $119. I called again on 6/30 to confirm fees had been waived, they had.

8/19 I get a new bill for $173.50 with charges on there that I have never seen before. I called on 9/12 and was transferred around several times before ending up in retention again who told me that the promotion I was told I would be put on again to lower my costs to be $119 was actually no longer available so it was decided I would be charged for just a little less than I had originally complained about. I advised this was not my fault and had been promised several times it would be corrected and each time it was made worse by the next bill, all the agent said was "I understand, the best I can give you is $135" even though I had been promised multiple times $119. I asked; "If this was Cox's fault then why should I have to pay for their mistake?" She just kept repeating "All I can give you is $135." I have wasted hours out of several work days and been promised these issues would have been fixed every time. I wanted to cancel in June but the agent assured me my bill would go down in August so I kept it, and now I owe another $355 because of yet another mistake your company has made.

I asked the retention agent how to formally file a complaint for every agent that has failed me as a "loyal" customer and she told me there was no way to transfer me, that I would have to go online and scroll to the bottom to find another number to call and then I can file a complaint, after the phone call I logged online to check where I could file a complaint, neither a number nor a link was anywhere on the home screen.

I am absolutely disgusted by the integrity of this company and their incompetence. I have canceled my cable and am beginning to process to move my internet over to a company that actually values me. I have been in contact with family and friends and 4 have already started the process to change their service.

Never again will I be a cox customer and I will go out of my way if it means saving one person from being scammed by the company further.

The agents I spoke with gave me their userid's as follows:

STEBEARD 4/22

KRISGAL 4/24

STCCOHER 5/14

STCSAKIS 5/14

STASHLST 6/16

KGORDON 6/16

COXWEBUSER 6/16

TSHELAND 6/16

STCNAROO 6/16

STCQULEN 6/16

STCROPIC 6/16

STPJODCH 6/30

STCANTHO 9/12

STCDAWEA 9/12

XRXNOPER 9/12Desired Settlement: I want a vocal and written apology and I want to be credited for the hours I wasted and for the expenses added to my account that I did NOT use and was promised several times would not be there. The last two months that are still unpaid should total: $238, I want the difference credited back to my account which is a sum total of: $117.38.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her billing and customer service experience. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.I contacted the customer on 9/25/14 and we discussed her situation and came to a resolution. During our discussion we came to an agreement regarding a refund of $117.38 that will be issued to her account. This refund has been applied to her current bill. We also discussed the feedback for our representatives and did provide the customer with a formal apology regarding the situation. Due to privacy concerns, we do not share information regarding our representatives and any action taken. 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]Executive ResolutionsCox Communications

Review: I've had nothing but bad experiences ever since starting service with Cox. I was told that a $90 tech fee would be waived only to be charged the fee.

I've had nothing but bad experiences ever since starting service with Cox. I was told that a $60 tech fee would be waived only to be charged the fee. I was promised a tech would come out to my home free of charge because of all the calls I've made to Cox and when I received my bill, I was charged a $30 and $60 tech fee. I called Cox to let them know and spoke to [redacted] a supervisor who was very understanding but he stated he has to email someone to try and get the fee waived. I've spoken to [redacted] on numerous occasions. Cox customer service has been very poor.Desired Settlement: If you look at my history of calling up Cox for problem after problem, the list is very long. I call weekly because of problems with Internet, or now TV and bill issues. Calling takes time and effort and I have a full time job already. Coming home after a long day's work to be on the phone with Cox for another hour weekly is unacceptable and I want to be compensated for the $90 fee I was charged plus time and aggravation I've been put through. I want to be comped for the rest of 2013.

Business

Response:

December 3, 2013

Review: I pay my bill on time every month. Seems like this past year I started having problems. When I go to watch a desired channel in which I pay good money for it comes up unavailable check back later seems to be happening more and more often. I pay a total of $180.00 a month and can not watch a lot of my channels because of this issue. I have notified Cox of this on going problem and when I can finally reach a person who can speak plain enough english that I can understand what info they are telling me it's the same thing, "Unplug your receiver and plug it back in." That does not work, I'm tired of paying good money for programs each and every month that I'm unable to watch. Another issue is the line up of shows have been terrible, they show several programs on the same channel then just repeat the same shows over and over every 3-4 hrs or so. I found this happening a lot on the channel 90 as well as a few other channels, that is when it doesn't come up unavailable and I'm not able to watch it at all. So this is my last resort after being hung up on by the last tech person I spoke with after I told her "Ma'am I'm sorry I can not understand what you are saying. I didn't yell at her and was not rude I just told her I couldn't understand her. I hope Cox will look into these issues but, for me I believe I will be trying satellite and drop my cable. Thank you!

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his cable services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the issues outlined by Mr. [redacted], we did speak with him on 12/19/14 to address these concerns. During this conversation, we arranged for one of our field technicians to visit the home on 12/20/14 to resolve the issues with our customer’s services. On 12/22/14 and 12/23/14 we attempted to reach Mr. [redacted] to follow up with him following this repair appointment but we were unsuccessful in reaching him at ###-###-#### on both attempts. Should our customer still be experiencing these cable service issues following this appointment, they are welcome to contact me directly at ###-###-#### EXT: [redacted] and we will be happy to assist them further. 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] Executive Resolutions Cox Communications

Review: We have called Cox several times about issues we were having with our internet services. We are living in a new sub-division in Arizona where there is the constant construction of new homes happening in the neighborhood. We found out that when the technician came to install our internet, he chose to install the internet cable in the neighbor's lot. The reason for this being, "it was easier" because their home had not been built yet and their lot consisted of loose dirt (in contrast to our lot which had been landscaped with rocks). The technician was unwilling to perform a proper job and put forth the extra effort required to install the internet cable under our landscaping and in our lot which he never made us aware of (also I might add, the cable was only dug less than 1 inch below the surface).

All of our internet issues began when the construction crew began working on our neighbors home. As tractors, cement trucks, etc. worked on the lot, our cable was cut. We also received a fine from our [redacted] because we had installed something in a lot that was not ours. We called for a technician to come out and fix the issue, requesting he please install our cable in our lot.

Long story short, today is the third time we have had to call in about our internet being cut. The reason being, each time the technician leaves and assures us that he did a good job and installed the cable in the right lot, he fails to do so. Every time our internet goes out we walk outside and find that again it has been installed in our neighbors lot.

We have been mislead and lied to on a number of occasions by customer service representatives and by the technicians. Each time the technician attempted to resolve the issue we asked them specifically where they installed the internet line. They always told us it was in our property, which we have come to learn was a complete lie. Cox offered to cover one of our months of internet, which is nothing in comparison to the hassle and problems we have to deal with. Just to name a few, hours spent on the phone being insulted by rude customer service representatives, on the phone,the loss of clients from my business because I was unable to meet deadlines due to the loss of internet, and financial stresses from additional fees from [redacted] that were accrued due to Cox's "shoty" work.Desired Settlement: I would like a lead technician to come to our home and properly install the internet. I also feel that we should be compensated by Cox for the additional charges we have had to pay to our [redacted] due to their faulty installation as well as for the for the fact that they have been unable to provide us with dependable internet.

Business

Response:

October 14, 2013

Review: This is a complaint regarding false advertising and failure to honor advertised pricing by Cox Communications, Inc. We are existing Cox Customers that wanted to take advantage of the following promotion advertised on the website http://www.cox.com/residential/tv/terms-and-conditions.cox :

Current Customer Only - Advanced TV with HBO for $39.99/mo for 12 months

Offer expires 09/28/15 and is available to existing residential Cox customers who newly subscribe to Cox Advanced TV with Contour Service and Record 2 DVR service in Cox service areas. Contour service includes the Contour app, Record 2 DVR and Contour Guide. $39.99/month is for first 12 months. Includes HBO at no additional charge for new HBO subscriptions only. Regular rates apply thereafter. See www.cox.com. DVR equipment fees not included. After promotion period, regular rates apply. Prices exclude additional installation, equipment fees, additional outlets, taxes, surcharges and other fees. Not all services and features available everywhere. Offer not combinable with other product offers. A credit check and/or deposit may be required. Other restrictions may apply. Minimum of Cox Advanced TV, High Speed Internet Essential, and an iPad® or select Android™ enabled tablets required to enjoy all Contour features. Digital receiver/remote rental required. DOCSIS 3.0 modem recommended for best viewing experience. Other restrictions may apply. All rights reserved.

I was told by several Cox Communications employees over the course of July 28-29, 2015 that this promotion was not available due to us already being a subscriber to Advanced TV. However, according to the legal language in the promotion, we meet all of the criteria in order to obtain this promotional pricing: We are "existing residential Cox customers who newly subscribe to Cox Advanced TV with Contour Service and Record 2 DVR service in Cox service areas." Going from our current subscription of Advanced TV to Advanced TV with Contour Service and Record 2 DVR service is considered an upgrade and involves additional fees and equipment. We wanted to take advantage of the promotional pricing but were repeatedly denied.

Please hold Cox Communications, Inc. accountable for their deceptive pricing practices especially with their tactics of "bait and switch" promotional and temporary pricing. I and my family have been customers for nearly 2 decades and constantly have to deal with clearly deceptive and confounding pricing practices where the monthly bill is constantly changing without clear proper notice and explanation. The pricing and additional fee practices seem to be getting even worse as the years progress and the landscape of the Cable TV industry continues to evolve. (Ie. "cord cutting")

Thank you for your time and assistance in investigating this matter.Desired Settlement: Immediately honoring requested advertised promotion on http://www.cox.com/residential/tv/terms-and-conditions.cox Cox Communications, Inc. can have their counsel modify accordingly or remove the advertised promotions with the same verbage listed on this website.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding the offer found on our Web site. 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 the promotion found on our Web site, we did attempt to reach them at the telephone number listed on the account (###-###-####) to address these issues but we were unsuccessful. Unfortunately, this telephone number appeared to be out of service and we could not leave a message. We did however send two e-mail messages with our contact information to the e-mail address provided in their complaint. Should the customer contact us we will be happy to address their concerns. Regarding the offer in question, we were able to research our customer’s concerns to help provide clarification. After completing our research we were able to determine that this offer is only available to Cox High Speed Internet subscribers who are not already subscribed to any level of Cox Cable services. While we understand this may be frustrating, we must advise that this account is not eligible for the promotion in question. 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

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.Nowhere in "this specific promotional discount" did it specify that this offer "was only available to Cox High Speed Internet subscribers who were not already subscribed to any level of Cox Cable Television services." Essentially Cox is using the argument of fine print "other restrictions may apply." However, this is not acceptable either; otherwise companies could advertise ridiculous offers for whatever they want to lure customers in (bait) and then when customers requested the advertised offer, the company would say that the offer is not available but that another in fact is (switch) For example, advertising "Free Cable!!!" putting only "restrictions apply" in the fine print and then telling the rush of customers who try to get the advertised offer that the free cable is only available to current customers who reside at [redacted] (but there is another option available for $199.99) Obviously this is deceptive and my complaint has many similar aspects that display violations of Arizona consumer protection law.

Business

Response:

We appreciate our customer taking the time to voice their additional concerns regarding their recent complaint. As a customer service oriented company we take great pride in assisting our customers and we welcome the opportunity to help our customer. Regarding our customer’s concerns, we completely understand their frustration regarding the promotional discount they may have seen on our Web site. While we understand the pricing they may have seen is very favorable, we regret to inform them they are not eligible based on their existing services. As we discussed in our initial response to this complaint, after extensive research we were able to determine that this offer is only available to Cox High Speed Internet subscribers who are not already subscribed to any level of Cox Cable services.Additionally, we made multiple attempts to speak with our customer by both telephone and e-mail to try and address their concerns directly. Unfortunately, our customer did advise us via e-mail that unless we were contacting him to honor the promotional rate he was requesting, then he did not wish to discuss anything further with our department. In the interest of respecting our customer’s wishes, we did not make an additional attempt to contact our customer directly in response to this rebuttal. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Review: On August 6, 2013 COX cable withdrew $586.88 from my account, and on August 7th that payment cleared my account. A charge of $590 was on my account for equipment they had received as of July 25th. On Aug 8th(possibly Aug 9th) I contacted COX asking them to refund the money. At this point I was not happy that they took this money but was willing to allow them to send me a refund. The COX representative said they would send me a check and that he would call me within 72 hrs. I received no call and no check. I waited a bit for the check to show and finally on Aug 21st I again contacted them. This time I talked to [redacted]. To say the least [redacted] was not helpful. I would give her service a 4out of 10. She only gets 4 because she didn't create the problem. Her helpfulness and ability to be customer oriented was not acceptable. [redacted] indicated the following;

"The information from our Billing Department indicates that the fastest way for the money to be returned to your bank account would be for you to dispute the payment with your financial institution and they can reverse the payment.

[redacted]: If you would like to continue to pursue the refund process through Cox, we will require a letter from your financial institution stating that the funds have cleared and that they will not reverse the payment. This letter can be faxed directly to our Billing Department at ###-###-#### or mailed to [redacted]."

First why was this information not given to me when I first contacted them, second why wasn't I called as promised? And third, how is it legal for a company to overcharge someone $586 and then expect the customer to deal with the issue? All I would like is a refund. Why can't they send me the check?

I have cancelled all of my COX services and if possibly will never do business with them. I wish I could make a difference but with a company like COX I am sure my comments will get pushed aside.Desired Settlement: I would like all of the money refunded. I would like officials to take a look at COX. It is not fair for a company to have such a monopoly on an area to the point that consumers are expected to put up with stories like the above.

Business

Response:

August 22, 2013

Revdex.com Complaint - Case #[redacted] - [redacted]

We would like to thank the customer for taking the time to file her concerns regarding the refund issue described in her complaint. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

The customer disconnected her service on August 21, 2013. On July 13, the beginning of her next billing cycle, her automatic debit was scheduled to be debited from her bank account on the due date This scheduled payment did include the charge for what was at the time, unreturned equipment. The equipment was returned on July 25 and an automatic credit for the equipment was issued to her account. Her bank account was debited on August 6 which created a credit balance on her account.

The reason the customer was told to dispute the payment with their bank is because that is the quickest way for their bank account to be credited. The normal refund process could take a couple of weeks as it involves sending the information to a central location for processing. Due to the nature of this complaint the company was able to have a check

Made out locally. I reached out to the customer to ask how they would like to receive the check.

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 and for the promised callback that did not occurr. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: Cox hung up on me on 3 separate occasions between 530pm and 730pm on 9/15 while trying to cancel phone service and change to their websites advertised pricing of 99.99 for Advanced TV with Contour TV and Record 2 DVR service + Preferred Internet ("[redacted]" very bottom of page)

One of these calls lasted 45+ minutes before being hung up on, of which 30 minutes was spent waiting on hold. This representative advised me that in addition to the 99.99 all four premium movie channels (Showtime, Starz, HBO, cinemax) were available for an additional 20$ per month.

It is worth noting that two separate departments (sales and "loyalty" ) were aware of my issue and in contact with each other as evidenced by the statement that "Charles" in sales made in defense of another representative in the "Loyalty" department, that this representative claimed to have not disconnected my call, which is impossible as I had nearly perfect cellular service during the call and was seated stationary during the call utilizing my phones speaker function. All these facts point to these agent playing games at this customers expense and preventing my completion of a transaction accepting the offer advertised by Cox at [redacted]Desired Settlement: would like the aforementioned services of Advanced TV with Contour TV and Record 2 DVR service + Preferred Internet for $99.99 + All four premium movie channels (20$ as told during the longest of the outrageously long phone calls I was made to endure) for a total of $119.98.

For the added inconvenience of 2+ hours on hold for no assistance whatsoever, deceptive hold practices, and unprofessional handling of my phone calls, this price should remain effective for the duration of my service with Cox.

Business

Response:

We are sorry to hear our customer was not provided an ideal customer service experience when contacting us to adjust the level of service for an active account. We have made contact with the customer and came to an agreement for the level of service and pricing. The customer is aware of the timeframe, level of service, and monthly rate while in the agreed package. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox 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.

Regards,

Review: My cable service provided through cox has not been satisfactory since I transferred service to the apartment I currently reside in. I have been here for three years and over time the signal on certain channels has progressively gotten worse. When it got to the point that some of the channels would not come in at all I decided to call cox to try and fix the problem. After being placed on hold several times and even after being hung up on the representative I spoke with on the phone told me there was nothing he could do for me over the phone but they could send out a technician FREE OF CHARGE to look into it. I said "if there will be no charge, please do."

I thought that there must be a problem with the cable box so when the technician arrived on 6/9/13 that's where I had him look first. He said that the specific model I had was outdated so he thought that must be the problem as well. After testing the box it seemed to be working just fine so he asked me where the other box/modem was located. I told him "I didn't know there was another box." He said that it is usually a box in the wall that looks similar to a fuse box and that its usually located in the master bedroom closet. We were unable to find it there so we went to look in the 2nd bedroom closet where it was actually located. After looking through the box the technician told me "all of the connections were loose in there but I tightened them and everything should be working fine now." Due to the fact that I never knew that box existed I came to the conclusion that the cox technician that came out to set up my cable/phone/internet when I first moved in must have connected the cables inadequately in the first place. After the technician left I noticed that my telephone service had been disconnected so I called cox back to figure out what happened. They sent the technician back out and he said "I must have disconnected the phone modem while I was reconnecting your cable." He fixed it and left and everything seemed fine until I received my bill.

When I received my bill it seemed high so I went to look through the charges. I was surprised to see a charge for a "service call" in the amount of $49.95 especially after I was specifically told I would not be charged by the first cox representative I spoke to over the phone. I called to dispute the charge and tried to explain the situation the best I could. The first representative I spoke with told me that it was up to the technician to determine weather or not I would be charged for the service call. I assumed that he must have been upset that he had to come out a 2nd time to fix his own mistake and decided to charge me for it. The representative I was speaking with ended up hanging up on me so I had to call back and that representative said he would submit a dispute and I would receive a credit on my bill within 3 to 5 business days but that never happened. I called back today 7/24/2013 the day my cox bill was due to see why nothing had been done. The representative I spoke with this time was actually very helpful and after explaining the situation again her supervisor allowed her to credit me back half of the service call charge for being a long time customer which ended up being $26.15 so instead of paying the full amount due of $199.65 I went online and paid $173.50. The due date online was different from the due date listed on my statement. I hope that that wont cause any other problems but I have a feeling it will.Desired Settlement: I want to receive a credit for the remainder of the "service call" charge. I should not be paying for a mistake made by Cox. The Original fee was $49.95, I was credited $26.15 so I am owed $23.75

Business

Response:

August 12, 2013

Review: March 05th,2014 Call COX to find out about my services prices because I was moving from Fountain Hills to Mesa, AZ ([redacted]) He offered me 40% off my total bill, same ph. number, no transfer or connection fees. We set-up work order service to be connected at my new address by March 18th. We talked about my current bill, the prorated amount, he said to go ahead and pay that current bill (Feb-March to be paid by March 26th) and they will credit me. He offered his ph and extension at COX if chances occur. I did call him before the 18th to be sure everything ok LVMessage. He never call me back.I moved on March 19th, my services did not work (ph/Internet/TVcable) On Saturday I call Cox and they apologized several times and they asked me to be there on Sunday from 1pm to 5pm for technician at NO COST FOR ME. He came, connected services but I noted they were some channels I'm no longer have. Technician told me to give it a day or two to work. I did received my Summary Statement for March and they did credit my last payment of $74.33 but the new TOTAL AMOUNT is: $270.79 (-) $74.33 = $196.46 use to be pay by April 22, 2014. When I call [redacted] again he never answered my VM, finally spoked with a different CSR and he place my call thru "LOYALTY DIVISION" because he said they "handle this services when Costumers want to cancel" I told him I DID NOT WANT TO CANCEL my services, just to talk about the mistake they did with my bill. They told me after several phone calls with supervisor they can not honor what I talk to [redacted] because It was a misunderstanding ON MY PART and all they can do was to offered a 35% discount on my Internet ONLY and only for six months. That they already giving me "the waived" of $180.00 use for transfer and that I"M STUCK WITH THE BILL based on the recorder conversation I have with the initial CSR [redacted]; I requested to heard the phone record I have with "[redacted]" because that will be my only proof, and that my "bill was still billing dollars by the day"...they denied with out a Court Order. The representative also told me that, nobody ever mention to me during all these phone conversations that, at Fountain hills, the Management there where paying for 80 channels of my service while living there. I was speechless, event ought if this was true, I have never heard that I was subsided on my BILL for several years. I was furious, I felt offended by the comment, and she said that's WHY NOW MY CABLE INSTEAD OF BEING $19.49 + tax , now it was billing at the price of $89.49 usd monthly JUST FOR CABLE TV. When I asked her to brake down my bill, she said, instead of paying $74.33 now is a price of $183.00 and TODAY i'm offering you a 35% discount for six months which will reduce your monthly payment to $148.29 usd. I declined until I spoke with a lawyer. The Lawyer referred me to the [redacted], I spoke there with [redacted] she received my notes and forward to COX, they said that I misinterpreted the offer and [redacted] referred me to the City of Mesa. They do not deal with this issues. I decided to contacted the Revdex.com and I respectfully present my claim. I will be fax today the last two statements Feb and March. Than you.Desired Settlement: They will need to honor what their representative offered me on March 5th. He never called me to apologize for his mistake, I never knew BEFORE MOVING that this will brake my budget, that it was a JOKE, that they do not honor Loyalty and That Costumers, without knowing, have to STUCK WITH THE BILL they send. Yes they explained to me their reasons, but they said is base on the phone conversation I have with [redacted]. I need to re-heard that same conversation myself. I repeat to them exactly what I talk to this guy and they do not honored still. If I knew before I move in, this same situation, I will probably think twice, or in another words, I will take my OWN DECISION on my very own services. I feel violated by them charging me wherever they want, by them saying I was subsided FOR YEARS apparently, and that I STUCK WITH THE BILL.

Business

Response:

May 13, 2014

Complaint ID #[redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding her account transfer and billing concerns. We regret the difficulty and displeasure the customer has experienced in their attempt to resolve this matter. We are committed to providing exemplary customer service and apologize for the confusion.

Ms. [redacted] was subscribing to telephone, internet, and cable services when she contacted Cox in March 2014 and requested to transfer her existing services from her apartment in Fountain Hills to an apartment in Mesa. The apartment complex in Fountain Hills had a bulk video agreement with Cox and was subsidizing her cable service (TV Essential channels 2-99) that normally retails for approximately $69.99 per month plus tax and fees. Ms. [redacted] new apartment complex in Mesa does not offer its residents the same cable TV benefit.

Cox reviewed the call between Ms. [redacted] and [redacted], the representative who facilitated her service transfer. Cox determined that the representative appropriately advised Ms. [redacted] that she had a 40% discount on her High Speed Internet service that was scheduled to expire on March 28, 2014.

Ms. [redacted] first bill at her new Mesa address was dated March 29, 2014 and consisted of:

New Monthly Services (March 29 through April 28) $148.66

Partial Month Services (March 19 through March 28) $ 41.68

One Time Charges and Credits (Balance Transfer from Old Account) $ 57.51

Taxes, Fees and Surcharges (March 19 through April 28) $ 22.94

$270.79

Cox cannot provide TV Essential , channels 2-99 free of charge, but Cox absolutely honored the 40% discount on her Internet service until it expired as scheduled on March 28, 2014. And as a courtesy to our customer, Cox applied an additional 20% discount on her telephone, internet, and cable for twelve full months. This brings Ms. [redacted] total monthly rate for all three services to $150.56. Please note, however, that Ms. [redacted] is not currently under contract with Cox which means her rates are subject to change and that she may add or reduce services at any time without incurring early termination fees.

We thank the Revdex.com and the customer for the opportunity to respond.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona