Cox Communications, Inc.

Initial Business Response /* (1000, 5, 2014/08/26) */
We have received Ms***'s concern and sincerely apologize for the inconvenienceWe are in the process of working with her toward a resolution and will maintain contact throughout the process
Initial Consumer Rebuttal /*
(3000, 7, 2014/08/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not quite sure what is meant by their responseI realize they are apologizingHowever,I have heard many apologies on the phone and the "excuse" that what happened to me is not normalHowever, no one has contacted me regarding my "complaint" and I do not understand what they mean when it is said "they are in the process of working with me towards a resolution"I've not received any response from a person saying they were "working towards a resolution" of any kind
It sounds rather like all the "mumbo-jumbo" I received on all of the phone calls in the pastWhat options are even being offered to me? Other than the one that "I" worked out in downgrading my services? Who is it that is going to "maintain contact throughout the process"? What process? The only "process" there has been is that I decided to downgrade services
I think this is another way of Cox Communications "saying" but not "doing" anything
other than apologizingThey just want resolution quickly so that they don't have to "deal" with my complaint any longerThey want their slate wiped cleanI have to say - I am tired of this whole issue, alsoBut I, at least, wanted to hear someone say that the company would be honorable enough to follow through with their original "guarantee"SOMEONE needs to take responsibility! I DON'T want this same thing to happen to other consumers! I am quite sure it does happen often, however! Especially since receiving the above "standard-sounding" response
I've already paid for the downgrade but have not received another billing for the time I was being charged by both *** AND CoxSince they are apparently refusing (again) to honor the original "guarantee", then they at least need to "forgive" the charges from July through August 14th - leading up to when the downgrade was donePerhaps someone will be able to understand and deal with this properly
I am not unhappy with the people at the Cox store on 51stThey are the only people who have tried to be helpfulI do appreciate thatBut I will never again recommend Cox Communications as a good, honest and reliable companyThis experience has been one of the very worst of my whole life!
Final Business Response /* (4000, 9, 2014/09/04) */
Ms*** has worked with a representative in our retail store who has been able to fit her into a plan with more suitable pricingWe sincerely apologize for any inconvenienceAlthough we have not had the opportunity to speak with her in response to this concern, we have provided contact information to reach us back via voicemail

Initial Business Response /* (1000, 5, 2015/09/03) */
Cox had the opportunity to speak with Ms*** upon receipt of this complaint and believes to have provided her with a satisfactory resolutionWe sincerely apologize for any inconvenience this may have caused
Initial Consumer
Rebuttal /* (3000, 7, 2015/09/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The cable is still functional and laying across our back yard and a portion of our neighbor's yardA second cable has been buried in our yard but it is not operationalI have spoken with a Cox representative several timesShe has promised me the work will be completed but it has not been done as of this responseIt has now been six weeks that their cable has been laying in our yardIt is a safety hazard and an inconvenience that has yet to be resolved
Final Business Response /* (4000, 9, 2015/09/15) */
Cox confirmed that this job was completed in entirety as of September 9, and believes to have provided full resolution on the matterWe sincerely apologize for the delay and any inconvenience this may have caused
Final Consumer Response /* (2000, 11, 2015/09/16) */
(The consumer indicated he/she ACCEPTED the response from the business.)

Initial Business Response /* (1000, 8, 2015/10/26) */
Contact Name and Title: ***,Exec Cust Res Sp
***
Cox made contact with Ms*** on October 16, 2015, in receipt of this complaintHowever at that time, it was not convenient for Ms*** to review the
issuesShe agreed to follow up and may reach ***, a Cox representative, at the number provided with this responseWe apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter

Initial Business Response /* (1000, 5, 2015/04/30) */
Cox has spoken with Mr*** on this concernTo proceed with further investigation of the damage claim we requested documentation of the estimate for repairMr*** was provided a direct point of contact that he may submit this
information toWe sincerely apologize for any inconvenience caused

Initial Business Response /* (1000, 5, 2014/06/16) */
Contact Name and Title: ***, Exec Cust Resol Spe
Contact Phone:***
We want to thank Ms*** for taking the time to file her concernWe have not yet had the opportunity to speak with her however we are investigating this
concern and will continue to be in touch with Ms*** on this matterShe may also reach the contact provided on this form for additional assistance and we'll be happy to speak with herThank you
Initial Consumer Rebuttal /* (3000, 12, 2014/07/02) */
The response I received from the business was simply a letter telling me that they were looking into itThere certainly has been no formal resolutionPlease reopen this complaint until such a time as the business offers resolution
Business Response /* (1000, 5, 2014/07/02) */
In review of Ms***'s account, a 90day warranty was associated with their Home Security serviceThe customer also subscribed to our equipment service plan which is a warranty extension that allows us to replace any equipment that may need replaced after the 90day warranty expiredThe last service issue related to the home security service was reported on January 22, at which time an appointment was scheduledOn January 27, 201, a sensor was remounted for the customer to resolve this issueMs*** contacted Cox on May 20, regarding the passcode that is utilized when an alarm goes offWe walked the customer through changing the passcode via the websiteThere were no other technical issues reported by the customer
Cox has verified our monitoring records and confirmed we attempted to contact the customer each of the times we received notification of an alarm event in accordance with agreementOur records also indicate the police were notified on each of these eventsWe would be happy to release the police reference numbers directly to the customer if they would like to contact us
Consumer Response /* (3000, 21, 2014/07/18) */
I absolutely do not agree with this response
Cox keeps referring to a warranty planA plan that was never mentioned when the service calls started only days inFurther, yes I did subscribe to the extended service plan, a plan that did nothing to help the faulty key fobs or other failing equipmentAt NO time did anyone at Cox ever offer to replace any of the faulty equipment as that would have required them to replace nearly the entire systemWhy would I want them to replace day old equipment that was supposedly "new" at the time of installation with more "new" faulty equipment? No one should have to expect that the equipment would be bad after only days
In reference to the service call in May, the record is conveniently incompleteI did NOT call to change my password, I was on the phone with the monitoring station because the alarm was sounding at the houseIt was when I had a horrific time trying to communicate with the heavily accented gentleman on the phone because he could not understand my password that he then transferred me to the service dept to change the passwordThat change was cetainly not the original purpose I was on the phoneBecause of the terrible communication barrier between myself and the man at the monitoring center, he was forced to transfer meAll the while the police were being dispatched unnecessarily
I never disputed that Cox called the police, as a matter of fact they called them every time I had yet another piece of faulty equipment fail
Cox needs to reevaluate their position of being in the security businessThere is nothing about their equipment that should make any single woman feel secureI am not only a single woman, but a single woman with a protective order in placeI am going to work closely with one of the local battered women's organizations to be sure that they let all of their clients know that when they move into a new place and need to feel secure, that Cox Security doe NOT have their safety at heartMy protective order is something I discussed with every Cox employee I came in contact withI wanted to be sure they knew just how critical it was that I be able to depend on the equipment and service
The simple fact that the key fobs would not work unless you were standing in the same room with the receiver makes them worthlessCox was only interested in collecting more of my money and less interested in the actual safety of me as their customer
I'm not asking for much, I'm not asking for a refund of any of the fees I paid for useless equipment, I'm merely asking for a mutual parting without incurring any additional cancellation feesI have to be able to feel safe and Cox is unable to provide that confidence because of the inferior equipment they use
Cox has not offered any real explanation for the faulty equipmemtThey have touted that they are happy to replace one set of useless equipmentr for another, but that is not acceptable when you are in fear for your lifeInstilling peace of mind and confidence is what being in the security business is all about, and Cox was not able to do either
The remarks entered by Cox are just another example of how they sidestep the real issues to try and get more money from unsuspecting customers
I am most definately NOT satisfied with the response from Cox
Final Business Response /* (4000, 25, 2014/07/28) */
Our records indicate there was a problem with the service within the first couple of months of having the service which was resolved within days of the issue being reported in AugustWe did not have any other reported problems until January when a sensor fell and that was also resolvedIn Ms***'s rebuttal she mentions a keyfob and equipment failure issue; we have no record that these additional problems were ever reported to usWe do not have sufficient reports that warrant a release from the home security agreement, however in an effort to work with her and resolve this concern we agree to credit one half the cost of the early termination feeThis credit was applied to her account July 28, We will be unable to issue further credit for this issueWe apologize for any inconvenience caused
Final Consumer Response /* (3000, 21, 2014/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The minimal response that Cox entered and the $credit is, at best, a poor attempt to once again cover up the real issues
If the Revdex.com won't protect a domestic violence victim in a real situation against a security company who was contracted to provide quality products to protect them and failed, then I'm not sure what the Revdex.com can do for anyone in need
I find it funny that the Cox resolution people are treating this life-threatening issue as though I had complained that my HBO wasn't workingIt's convenient that their records are incompleteSo, if a business 'claims' that you did not call, did you actually not call? They profess that "We do not have sufficient reports that warrant a release from the home security agreement"How is that fair? I have no control over what their staff does and does not log into the accountIt's not ok to install bad equipment, it's not ok to not log notes into a file so that later you can claim that the customer never said or did those thingsThere's no way a consumer could rectify thatIt's just bad business
They say that they had no calls between August and January which is simply not trueThe key fob issue was addressed with the security staff directlyIt was the Cox staff who told me that the reason I couldn't get it to work was because I wasn't in the same room with the receiverIt was the Cox staff who told me that they sold me those key fobs because that's all they had to offer at the time I signed up
In some circumstances, a 50% credit may seem like a nice attempt to resolveIn this instance, I paid for months and months of substandard service and equipment at 100% of the rate they chargeAdditionally, I paid more than double that amount for the inferior equipment at the onset of the contract, yet I never asked for a refund of thatThis is just another example of corporate greedI felt I was being more than fair by not demanding a refund for the shoddy equipment but Cox manipulated their records to once again steer more money in their direction
While I understand that companies have to impose termination fees, I cannot understand Cox taking such a stance when they are clearly taking advantage of vulnerable consumersBasically Cox is sending the message that my life was worth $to themIt's a disgrace

Initial Business Response /* (1000, 5, 2015/04/08) */
***'s account was suspended for non-payment on January 5, and disconnected for non-payment on January 28, All service charges billed beyond January 4, were removed from the accountThe final balance of $covers
services from November 14, through January 5, Cox made attempts to reach *** in receipt of this concern, however did not have the opportunity to speak with the customerA member of our billing team can be reached at 888-438-with any outstanding questions or concerns regarding the final statementWe apologize for any inconvenience

We were sorry to hear of the confusion that the customer recently experienced with her billing. It is never our intention to cause problems for any of our customers, so we sincerely appreciate the opportunity to address the concerns that t the customer brought to your attention
The
customer states in her message to the Revdex.com that she requests her refund be processed and mailed to her at her new address. We have received confirmation from our Accounting Team that her refund is being processed and will be mailed to her at her new address on October 21,
We apologize again for the confusion that the customer has experienced with our company. We hope this information has been helpful to the Revdex.com, as well as the customer. Thank you
***/Cox Communications Executive Offices/ Arizona

Initial Business Response /* (1000, 9, 2015/02/05) */
Cox issued a credit of $on January 28, to settle the closed account at a zero balanceWe sincerely apologize for any inconvenience

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/about
his experience with coxDuring our conversation I advised the customer we will mail out an apology letter regarding his situation per his request as a settlementWe also went over his multiple billing concernsAs 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 situationDue to privacy concerns, we do not share information regarding our representatives and any action takenThe 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
***Executive ResolutionsCox Communications

Ms*** final statement mailed to *** ** *** *** *** *** ** *** *** **, list the final amount due. The payment history on the statements displays every payment Cox received, if the payment was received after the due date a late fee can be assessed. Ms*** said she spoke with a male employee in billing on September 24th, and the employee informed her she had a zero balance; we don’t have a record of this conversation. In her rejection she states she went by the Cox office and was told she has a balance. We don’t have a record of this either. Ms*** is responsible for the outstanding balance. This is our final response

Initial Business Response /* (1000, 5, 2014/07/24) */
We have received Mr***'s concern regarding the Early Termination Fee (ETF)We have tried to contact him on his home phone, however have not had an opportunity to speak with him
The circumstance he faces in moving to a new state
which lacks Cox serviceability availability unfortunately does not fall qualify for ETF waiver, as it does not meet the criteria to fall within the Special Circumstances/ETF Waiver clauseAs result, this does break the agreement, which will assess a valid ETF Fee upon account disconnectionWe sincerely apologize for any inconvenience
Initial Consumer Rebuttal /* (3000, 7, 2014/07/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
We have never received a copy of the contract that you mentionI need to see the official signed contract stating the claimed and how much termination fees are
Final Business Response /* (4000, 9, 2014/07/28) */
Our Price Lock Guarantees are added by verbal offer & acceptance over the phone or in the retail stores, with no written contracts involved or requiredOur protocol includes a script including any PLG/short term discount special information presented to customer by representative assisting in transactionFrom there, we include the information and disclaimer within the following statement
I've sent copies of the January statement presenting such details to your e-mail address (***) as well as postal mail to the service address (***)This will display the terms and conditions, including detail of such actions in which accept the agreement

We were sorry to hear of the difficulty that the customer recently experienced with our company and his services It is never our intention to cause problems for any of our subscribers, so we sincerely apologize for the inconvenience that the client experienced. Because of the
complaint filed with the Revdex.com, a thorough review has been completed on the accountOur records indicate that the service call from the day of September was cancelled due to no answer on the phone, or the door Because of the confusion regarding the time and date of the service call, a $On Time Guarantee (OTG) credit has been applied to his account We also ensured that the customer was credited for the days that he was without serviceNotes on the account confirm that the customer’s service was up and running as of the of this month. We apologize again for the inconvenience that the customer experienced with our company, and hope this information has been helpful to the Revdex.com. ***/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Initial Business Response /* (1000, 5, 2015/07/06) */
Cox had the opportunity to speak with Mr*** upon receipt of the concern and believes to have provided a satisfactory resolution to the issueWe sincerely apologize for any inconvenience this may have caused

Initial Business Response /* (1000, 5, 2015/08/18) */
Cox had the opportunity to speak with Mr*** in receipt of this concernWe sincerely apologize for the experience and appreciate the opportunity to address the matter

I have been shocked on an almost daily occurrence of Cox Cable continually interrupting or cutting off several commercials by companies that I am sure have paid top dollar to have their products or services run on cox channels and replaced with COX CABLE commercials!!! If I were an advertiser using Cox, I would demand a refund for services paid for but not aired!!!

Complaint: ***
I am rejecting this response because:Since I have not received any documentation stating I have a zero balance, nor have I heard back from the collection agency, I will not clear this complaint until the proper zero balance paperwork have been receivedI hope you can respect the fact a simple phone call stating such will not suffice.
Sincerely,
*** ***

Cox has made efforts to address and resolve Mr*** service concerns. Cox field technicians visited Mr*** home on 2/8/16, 3/25/16, 4/6/16, 4/17/16, 5/21/16, and 6/2/16. During such efforts, the field team has replaced Mr*** modem and collaborated with the mainline team to ensure network efficiency
Mr*** has been educated on matters beyond Cox’s control that may raise a potential for speed issues, as outlined belowCox also provided Mr*** with the option to downgrade his service, should his computer not have the ability to achieve the maximum speed of his subscribed package; however Mr*** declined that offer
Cox’s network provisioning and engineering practices are designed to enable its customers to receive the speeds they are subscribed toHowever, it is important to note that many factors beyond Cox’s control can affect the actual speeds customers receive to their devices, including:
-Computer performance, including hardware age, software and operating system versions, the presence of viruses and malware and the number of simultaneous applications running -Home network (WiFi) connections, which may be slower than wired connections -Congestion on websites visited, including high demand by multiple simultaneous users -Fluctuations in latency within connecting networks outside of Cox’s network, such as gaming servers -Modem performance due to outdated modems and firmware
For additional information pertaining to the above referenced information, Mr*** may refer to either article below by visiting cox.com
Cox Internet Service Disclosures and Speeds
Data Plans Information for High Speed Internet Service
On June 2, a Cox field technician and Cox field supervisor performed a thorough review and tested Mr*** services using Cox equipmentThe tests proved that service levels were within the proper range and service delivery was within proper specificationsCox did not find any issues in Mr*** service during the service call and confirms that it is delivering Mr*** with the appropriate service based on his subscription
Cox believes to have provided Mr*** with satisfactory support and education for a final resolution to his concern

We want to thank Ms*** for taking the time to file her concern. In receipt of her complaint Cox attempted to reach her by telephone however we have not had the opportunity to speak with her. In regards to the Cox Channel Lineup, the DIY Channel is within the TV Economy (per
legend bright blue with circle shapes), Advanced TV Economy Latino (per legend orange with diamond shapes) and Sports & Info Pak (per legend rose color with hexagon shape). Cox Advanced TV (per legend bright pink section with circles) does not include DIY channel without subscription to the Sports & Pak. According to our records, Ms*** added the Sports & Info channel pak to her account on April and she should have access to the DIY channel. We would also like to share the following link in regards to International Calling which can be added to customers' account for $2.99/mo which provides discounted rates for international long distance calls: https://www.cox.com/residential/phone/long-distance.htmlWe sincerely apologize for any inconvenienced and hope this helps to explain and resolve this matter. Thank you

Initial Business Response /* (1000, 5, 2015/03/25) */
Cox has been unsuccessful in our attempts to reach Mr*** in receipt of his concernWe sincerely apologize for any inconvenience and would be glad to assistMr*** may reach a resolution specialist at the number provided
with this responseThank you
Contact Phone: 8***
Initial Consumer Rebuttal /* (3000, 7, 2015/03/27) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I just looked at my account onlineIt shows that these people are still asking me for money! I didn't see whether they had closed my account yet or not, but given their track record through this ordeal I wouldn't be very surprised if they STILL haven'tThis is absolutely mind bogglingly stupid
Final Business Response /* (4000, 9, 2015/03/30) */
We sincerely apologize for the frustrationIn order to disconnect the account, we need to speak with Mr***Cox has made several attempts to reach him in order to assist with this request, however Cox has not had the opportunity to speak with Mr***We would be glad to assist with this immediatelyCox ask that Mr*** contact *** at the number provided, or respond to any of the emails that he has been sent
Final Consumer Response /* (4200, 11, 2015/04/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
You may close this complaintI have given up on these people

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***
Cox Communications knows about the block that is supposed to last hours, but lasts up to over hours at times They have had that going on for years, the block is from them It was confirmed by a manager, who removed the block for me one time, Tier has removed it twice over the years Last year when I complained and Cox Commasked me to send my e-mails so they could figure out why I was blocked, they told me what I had been told over the years, when it happened, by Tier Two, sending out e-mails to too many people So this person representing Cox Commneeds to really read the notes It is all there When I sent out e-mails last week I was blocked, since they I haven't been am able to send more e-mails, which has not happened in all these years I want to really thank Cox Commfor that I have kept the e-mails so if I am blocked in the future I will be sure to send out the exact same e-mails to see if I am blocked once again, and I will be sure to contact Cox Command the Revdex.com if it happens again