Cox Communications

Dear Ms [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to your Cox service Upon receipt of your complaint letter, I asked that the supervisor of the technician assigned to your trouble call accommodate the tech to ensure that we thoroughly certify your home The technician’s findings were as follows: The technician and supervisor confirmed that they were not able to locate any issues outside of the known software glitches with the Contour service All of the outside connections and levels were within specification I was also advised that you were provided with their direct contact information in the event you continue to experience technical issues after their visit Ms [redacted] , as a result of your experience, in addition to the credit of $that has been issued this month, I have applied a 3-month cable credit to your account in the amount of $ This credit will reflect on your next billing statement Please accept our apologies for any inconvenience we may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]

Dear [redacted] Roman" size="3"> Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.com Let me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attention Doing so allows us to improve the quality of the service we provide to our customers First and foremost, we truly apologize your Cox services was not installed on the scheduled date of November 5, However, I reviewed your account and our records show that Cox installed your services on November 8, Due to the inconvenience I have applied a courtesy credit of toward your account The credit adjustment will reflect on your next billing statement I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12292275, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.We are still waiting on a refund of at LEAST two months of service since our phones have been out [redacted] that works in our office has been in touch with "Beverly [redacted] " about this Regards, [redacted] [redacted]

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/8/and assigned the complaint ID of [redacted] Cox Communications extends a sincere apology to our customer regarding the experience that led to this escalation The agent that presented the offer to upgrade the [redacted] to [redacted] explained the upgrade without including all taxes and fees and did not fully describe the channel changes that would result The issue with getting the specifically requested channels on the TV was a result of the work order that was entered being incorrect The technical support agents that assisted in trying to get the proper channels to our customer followed the appropriate steps for troubleshooting a specific missing channel issue but did not realize what level of service was on the account In an effort to correct the original error our customer was offered a package with the campaigns that were available to the agent with whom they were speaking When our customer requested the disconnection of the TV services they were quoted the a la carte price for internet which would have been discounted with an available campaign We have spoken with our customer and have agreed to provide the requested channels at the rate originally quoted for months Should our customer have any additional concerns regarding this matter they have been provided with a direct contact to our office Sincerely, Cox Communications Executive Resolution Team

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10206813, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I appreciate Cox's prompt reply but I am dissatisfied with the responseIt appears that Cox will offer me no more $and are not taking into account the time I spent on this issueThe service was unusable between the hours of 7pm approx and 1am, which is basically when I am at home Given that they are unwilling to offer any additional compensation (the service was down for more than month) I will simply have to reject this offerI have no other choice but to stay with Cox given that they have a monopoly in my areaTheir service works great when it works and it is a shame that they were not willing to compensate me fairly for the inconvenience this issue caused I guess you can close this ticket as we are getting nowhere Again I commend the engineers who worked on this issue but their customer service department have done nothing but lie about previous refunds and have been uncooperative Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12663962, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I raised several concerns in my last contact with Cox which I want addressedIn my opinion Cox is at fault sending information to the credit Bureaus claiming multiple amounts and offering no explanation as to the reasons for the discrepancyI can only assume the current amount of is inaccurate since Cox will offer no explanation of the additional charges Even the bills Cox sent via fedex is not clear when the billing of my account stoppedCox appears to have several complaints from customers for billing issue in the Revdex.com public complaint areaNow they want to ruin my good credit with out explanation I will follow up with the FTC and file a complaint Against Cox for this fraudulent business practiceI have proof and will submit all documentation to them.I request the Revdex.com to lower the rating of cox for their refusal to Properly address this complaint Regards, [redacted]

Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to a promotion that recently expired on your account Cox would like to apologize that the terms of the promotion was not thoroughly explained to you I have applied a credit your account in the amount of $ This amount is equivalent to the additional charges billed to your account prior to you discovering that your promotion had expired Please accept our apologies for any frustration we may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear Revdex.com, Cox Communications is responding to the rebuttal of complaint ID of [redacted] We apologize that our customer had not been able to reach the agent assigned to the caseThe number left in voicemails is a direct line and has voice mail that is monitored on a regular basis We are taking steps to address the speed and connectivity issues reportedCox offers multiple speed options to meet different needsCox has increased the speed on our customer’s account under a promotion to see if that will address the issues reported without having to schedule a technician visitIf this does not rectify the issue we will continue to work with our customer We have also granted credits on the account to address the reactivation and past due chargesWe appreciate that this is an ongoing concern and will make ourselves available to continue to work with our customer to find a satisfactory resolution Directly contacting the assigned Specialist will lessen any delays in response and will provide the most efficient track to a resolution Respectfully submitted, Cox Communications Executive Resolution Team

We are sorry to hear that a sprinkler line was hit while we are burying our customer line, and that our contractors partners worked in a way that our customer feels is unsafe Upon receipt of our customers concerns our Field Contractor Leadership Partners Grayco Communications reached out to our customer to address her concerns Our customer explained that she would have her “Pool Guy” repair the damage to the sprinkler line, and send the invoice for the repairs to Grayco Communication who will be paying the invoice We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience causedSincerely Cox Communications Executive Escalations Team SE

Revdex.com: 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 for the business to perform this action and, if it does, will consider this complaint resolved I thought I would inform you that since this complaint was filed, I also found out that they never asked me to port my land line phone number I have had for years and do business onSo, of course I lost that numberThis was another major faux pas that the initial rep was guilty ofI just had business cards made with that number on it and I did receive a $credit on my next bill by one of your reps after calling in to to let them know this occured I used to work for [redacted] , and I know that if your reps aren't trained better, it is the cause of a bad reputation, that Cox most certainly has here in the San Diego areaIf I was in a [redacted] footprint, that is who I would go with, as they served me very well for years when I lived in Los Angeles I also write for the San Diego Reader, so I hope this subject is not something I will have to write about in the future In summation and relating to this exchange, I expect to NOT receive a bill for my first month according to your response on here, and I should receive a $discount on my second month's bill according to what the rep at Cox told me over the phone Since I do NOT have a lot of faith that any of this will occur, (if the recent experiences are any indication), I will be saving your phone number [redacted] , to call if I have to Regards, [redacted] ***

Dear Mr [redacted] ,> Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your email address to the City of San Diego in regards to your Cox billing I have conducted a thorough review of your account and have determined the following: Our records show that I personally spoke with you on June 25, in regards to your monthly recurring rate At that time, I added a 12-month promotion to your account that provided you with free Expanded cable for 12-months I have very specific notes on your account that indicate I advised you the discount was valid for 12-months In your email below you state that you have a 1-year contract with the monthly recurring rate of $ Our records do not show that you are under contract The last contract that was assigned to your account expired April 1, At this time, you are currently taking advantage of the following discounts: Free Expanded cable ($value) for 12-months Expires 6/24/$discount on premium channel for 12-months Expires April 8, $discount on DVR service for 12-months Expires April 8, $off any 2-product combo for 24-months (Minimum tier of internet required is Essential) Expires 4/8/ Because of our large customer base, Cox is unable to customize each statement that is mailed to our customers to outline their discounts In addition, as referenced above, several of our customers take advantage of multiple discounts that expire at various times Please accept our apologies if the duration of your discounts were not explained to you at the time they were added I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12130589, and find that this resolution is satisfactory to me I will schedule an appointment , but please make a note that this issue has not been resolved Regards, [redacted] ***

December 17, We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention The complaint that she filed was sent to our attention for research and resolution We are sorry to hear that our customer felt that she had no other recourse than to contact the Revdex.com to get her concern resolved We apologize for the poor customer experience that he encountered Hello Consumer, Thank you for affording us the opportunity to serve youWe have reviewed your complaint and account We processed a refund check in the amount of $on 01/02/The check will get mailed on 01/06/After speaking with you we agreed that an additional credit of $was need to make the account balance correctYou currently have a credit of $that we agree will go toward your February balance Please allow me to reassure you that we have addressed all of your concerns Please accept our apology for any inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account [redacted] Executive Relations ###-###-####

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/15/and assigned the complaint ID of [redacted] Cox wishes to extend our apologies to our customer regarding the multiple contacts needed to address this situation The incidents that lead to this complaint being filed will be addressed We have made arrangements for the necessary repairs to our customer’s property and have completed the repairs to the Cox wiring We have also reached a mutually acceptable agreement regarding compensation Our customer has direct contact information for this team should any further concerns regarding this matter arise Sincerely, Cox Communications Executive Resolution Team

We are sorry to hear that our customer decided to disconnect services because of our stance on this complaint

Dear Mr [redacted] , Please be advised the $credit was applied onto your Cox account on September 2, Please do not hesitate to contact us if you have further questions regarding this matter Thank you, Cox Communications - Customer Relations 866-570-

December 29, We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention The complaint that he filed was sent to our attention for research and resolution We are sorry to hear that our customer felt that he had no other recourse than to contact the Revdex.com to get his concern resolved We apologize for the poor customer experience that he encountered Hello Consumer, Thank you for affording us the opportunity to serve youWe have reviewed your complaint and account After reviewing you are currently subscribed to our Essential Package for $The retail rate for that package is $The introductory rate you are receiving does not end until 10/03/ The only upgrade offer we have that is equivalent to the offer you are requesting is for customer paying the retail $rate and we can upgrade to the Preferred Package for an additional $You would not qualify for this because you are still paying the introductory rateAll online orders are reviewed by our sales team for accuracyI am not showing that an online order was placed on www.cox.com Our Preferred Package retail price is $We can extend an offer to upgrade you to that package for $using your existing offerIt will increase your current rate from $to $a difference of $ The Essential Package speed is Mbps download and Mbps upload speedThe monthly data allowance is GB The Preferred Package speed is Mbps download and Mbps upload speedThe monthly data allowance is GB We cannot offer you the preferred level package for $per month; however we can upgrade you at a fair price of $ Please allow me to reassure you that we have addressed all of your concerns Please accept our apology for any inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account [redacted] Executive Relations ###-###-####

Dear [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to the status of promotional gift cards that were promised to you I have reviewed your account and have determined the following: Our records show that you installed services on August 4, In order to qualify for the gift card promotion, you are required to pay the first (three) months of service on time You state in your complaint letter that you were offered a $gift card and that you have made your payments on time In reviewing your account, your August and September statements were not paid by the due date (see attached) The first payment received was October 24, Based on this information, you do not qualify for the gift card promotional offer Please contact me directly with any additional questions and/or concerns regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [redacted] I wish I could confirm some of your reply with information from our statements, but your company has not sent us any statements in any form for over a year (We only learn about your price hikes when more money is demanded from our bank) Consistent misleading from sales reps about what we would receive, and what we would pay, lead me to doubt the value of anything in those statements with regard to our complaint, given that sales reps can tell us one thing and then enter something entirely different into the system, and clearly have The wireless modem you reference is a perfect exampleWe contacted Cox because the modem provided with our initial setup was malfunctioningYour sales rep explained that the modem was obsoleteThe sales rep then assured us, more than once, that there would be no charge for the new modem because Cox had sent us defective equipmentThen, despite very clear assurances from the sales rep, the modem was charged to our account anywayThe credit you see on the Oct 21, is because we chose to return the modem and purchase our own from another source rather than participate in a dishonest transaction The most recent example of a misleading sales rep, and the incident that prompted involving the Revdex.com, occurred during the Oct 14, call, when your sales rep told us multiple times, including when directly asked, that downgrading our service would result in a 35Mbps connection speedWe agreed to the downgrade, and that likely would’ve been the end of the dispute, but we then checked our connection speed and found we had been downgraded to 15MbpsSurely you can understand why being directly lied to by your company's representatives casts serious doubts on the ethics engrained in your company’s culture? I would respectfully request you review the recording of our Oct call, if any such recording exists, to confirm our account V/R CPT [redacted] ***] Regards, [redacted] ***

Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter filed through the Revdex.com in regards to your recent installation of cable and internet I have conducted a thorough review of your account and have determined the following: Our records show that on March 27, you agreed to add cable service to your existing internet account It was determined that a $deposit was required prior to the installation being completed We do not show record of an installation date being set for March 31, You state in your complaint letter that Cox billed you although you did not have the services installed In reviewing your account, the $that you reference was for the existing internet service and not the deposit (see attached) On April 1, 2015, the $deposit was charged to your Cox account and the install of your video service was completed Cox did not charge you an additional $deposit as stated in your complaint letter Cox would like to apologize that it was not explained to you that a paid deposit was required prior to installation As a result of the inconvenience this has caused you, I have issued 1-month video credit to your account in the amount of $ This adjustment will reflect on your next billing statement Again, please accept our apologies for any inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####