Cox Communications, Inc.

We want to thank *** *** for taking the time to file her concernIn receipt of this complaint, Cox spoke with Ms*** and we discussed her outstanding balanceCox informed Ms*** the outstanding balance is accurate based on her payment historyI mailed copies of her
statement to *** *** *** and informed Ms*** I would follow up with her after she received the statementI made multiple attempts to contact Ms***, but was unsuccessfulI left my toll free number on her voicemail and ask Ms*** to contact meWe sincerely apologize for any inconvenience causedThank you

Cox continues to enforce the customer email sending limits, consistent with our existing usage policies, to reduce spam bot attacks; improve the overall customer experience while containing the attacksThese limits are set very high, and it is very unlikely that residential mailings will surpass the limitsEmail volume that triggers the limit is characteristic of a spam botCox has chosen sending limits based on other ISP’s best practices, and analysis of existing email traffic to insure even large legitimate residential mailings complete with no errorsCox spoke with Ms*** on April 11, on this matter and understands that she is concerned that she was advised that her email would be blocked for hours but that she had issues sending the email even after the hour window. As there are multiple limits that could result in a block, Cox requested that she send the example of an email that continues to be blocked so we may investigate. We apologize for any inconvenience caused. Thank you

We have contacted Mr*** and he is aware that we are currently investigating his concerns

Complaint: ***
I am rejecting this response because: ONCE AGAIN! YOU NEED TO TELL THE CUSTOMERS WHO ARE PAYING YOU THE TRUTH!!!! If e-mails are going to blocked for hours, you have NO RIGHT to allow them blocked hours later, which has happened to me Or, hours later which happened a few months ago THREE HOURS DOES NOT = HOURS!!! You need to be more clear, you don't say, could be one of several reasons, you need to list ALL OF THE REASONS!!!! AGAIN, THREE HOURS DOES NOT = HOURS!!! And again, you need to be specific as to ALL the reasons people could be blocked One time kept calling back for over hours to get my e-mail unblocked, most people at your company don't know what to do, say it can't be done, but I have seen it done for me when I kept calling until I found someone to help NO CUSTOMER SHOULD HAVE TO GO THROUGH THAT! Yes, If I had the money to keep your company from blocking me in the past, until I turned to 3rd party mailing, I would have paid for a business account, but I am on disability and don't have the money Your company does not care if someone is doing non-profit work, the almighty dollar rules Still, you are OBLIGATED to tell your customers THE TRUTH!!!!
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2015/11/13) */
Consumer notified Revdex.com the complaint was resolved

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
We do not live in a HOA, we live in a 100% payed off house, and there is no mention of the compensation for the harassment, verbal or sexual, or lack of services that were agreed apon when setting up installation as well as all the problems we are still having to date Please review the notes from May 15th on and you will see how many times I have called in There will be a monetary compensation so I can switch to another company, in the amount stated before, or I will be looking into contacting *** *** ***, and also a lawyer and any other media sourceOr the rest of the months payed by Cox with all the services I originally was told we would have I am not trying to break my contract but I do feel that money is owed to me and my family due to all of the issues stated above To switch to a different company, being on disability it is impossible considering 40% of my check a month goes to Cox
Regards,
*** * ***

Initial Business Response /* (1000, 5, 2014/11/12) */
Cox had the opportunity to speak with Ms*** upon receipt of the concern

Cox offered to investigate the particular email in reference that she states she received a notification of a hour block but that last longer than hours. We have not received this from MsMorehead. Without investigating the instance, we are unable to determine what caused a block that exceeded hours

We listened to the conversation between *** and the Cox representative. During the conversation the
representative informed *** he was emailing a copy of the terms and conditions, *** confirmed receipt of the term and conditions during the call. The representative also informed *** the terms and conditions must be signed and returned to us before the installation date. During my conversation with ***, *** stated she did not have the emailed copy of the terms and conditions. We have emailed *** multiple copies of the agreement and attempted multiple phone calls to discuss the terms and conditions in greater detail, but have been unsuccessful We have determined all charges are valid. This is our final response

We were sorry to hear of the challenges that a customer faced during recent installation of cable service. Due to the difficulty that the subscriber did experience, we have contacted him directly to rectify the billing of the cable service. Because the customer did disconnect service
within days of connection, the fees were removed from his account. We hope this information has been helpful, thank you for the opportunity to address the concerns from the customer. Sincerely, ***/ Office of the General Manager/Cox Communications Executive Offices/ Arizona

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 Revdex.com regarding her billing and service issues. We sincerely regret the inconvenience that she has experienced with our
company.After reviewing the account adjustments were made to the billing. We spoke with our customer to confirm the actions taken and apologized for the way her account has been handled.We want our 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. Sincerely,*** ***/ Office of the General Manager / Cox Communications Executive Offices / Arizona

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Your response to my complaint was on 10/20/14. It is now 10/26/- it has been days and I have YET to receive the refund of $PLUS INTEREST! Your continued inaction is unacceptable
Regards,
*** ***

Initial Business Response /* (1000, 5, 2015/05/20) */
Cox had the opportunity to speak with Ms*** upon receipt of her concern and believe to have provided her with a satisfactory resolutionWe sincerely apologize for any inconvenience and appreciate the opportunity to address the
matter

We will waive the early termination fee as stated in our previous response. The customer's account has been notated as suchWe wish the customer much luck with their new provider.
Thank you,
*** **

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

Initial Business Response /* (1000, 8, 2014/11/26) */
We want to thank the ***' for taking the time to file their concernWe sincerely apologize for any inconvenience causedOur records indicate the drop bury was completed on 11/We have spoken with Ms*** on this matter and
apologized for this concernShe verified this work was completedWe provided a direct contact should they have any further concerns and we'll be happy to speak with them

I made another attempt to speak with Ms***, but I was unsuccessfulWe can mail Ms*** copies of her monthly statementThe statements will list all active servicesInternet service was active for more than a yearVideo services were active on the account until March 8th, Ms*** signed up for Videos services on June 15th, and cancelled Video services on June 23th, We were notified of Internet problems on August 1st, A technician was scheduled to correct Ms*** on August 3rd, The technician identified a problem with Ms*** routerWe do not have a record of any additional Internet problems after August 1st, I will be glad to mail Ms*** copies of her statementsMs*** can contact me at the number provided with this response

We would like to thank the Revdex.com and the customer for the opportunity to respond to the customer’s concerns. It is always our goal to provide exemplary services along with competent and respectful customer care. We sincerely apologize that the customer does not believe this to be the case
Concerning the customer’s reported interactions with our technicians we take these allegations very seriously. We had one of our Risk Management representatives go out onsite to address these concerns with the customer. Since the customer still has complaints regarding this matter we will have our Risk Management team reach out to the customer to provide additional support
We apologize for the customer’s continual reports of service issues. We have done extensive line work including giving the customer the direct contact number for a Field Service Manager We will be happy to continue to support our services and we want to address her service concerns but realize that may not be possible in every instance. In consideration of the customer’s reported concerns we have applied numerous service credits and will be willing to let the customer out of their service agreement without penalty should the customer choose to meet their entertainment and communication needs with another provider.
We have credited one month of the customer’s monthly billing as a final credit consideration for the customer’s reported service issues. We look forward to working with the customer to address any service issues and regret the difficulty she has experienced
Thank you,
*** **
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Cox had the opportunity to work with Ms*** in receipt of this complaint and believes to have provided her with a satisfactory resolution to her concernWe apologize for any inconvenience and appreciate the opportunity to address the matter

Complaint: ***
I am rejecting this response because:
This first happened to me at least a few years ago I am sure not just to me, but other customers It is not fair and it is NOT RIGHT to NOT TELL THE FACTS!!!! I wish Cox Communications had to compensate EVERY CUSTOMER who has been through this!!!!
Sincerely,
*** ***