Cox Communications

Good morning [redacted] , Thank you for reaching out to me this morning in regards to your Revdex.com Case# complaint that you had filed on 4/23/ The case was in regards to the intermittent Internet outages that you have been experiencing since March thru April First off I want to apologize for any frustrations that you have experienced during this timeI am humbled and appreciative that you have allowed Cox the opportunity to come out and fix the issues Through the troubleshooting and Field Tech Maintenance visits, Cox had discovered that there was noise on the line This has now been corrected and we believe has cleared up not only the issues at your location, but also some of the issues at other surrounding locations including your home Thank you for bringing this to our attention We would not have known this egress and interference was happening Since you have been on the road, I had a chance to speak with some of your staff Although they have not been experiencing anymore issues at this time, I still wanted to make sure that you can validate that We have agreed that even though we are closing the Revdex.com case on our end, I still would like you to hold on to my number for a few weeks to see how the service continues Should you come across the same issues with the Internet intermittency, please feel free to call or email directly with your concerns so that we can dispatch a tech to come back out Also if there are other concerns that needs to be addressed, please feel free to list them as well As a courtesy, I have issued a credit for time out of service from 3/19-4/in the amount of (-$194.00)As of today, you currently have a credit sitting on the account in the amount of (-$77.60) Again, thank you for allowing Cox the opportunity to resolve your concerns There will be no further action on your part except to let me know if your issues arise again I will update the Revdex.com case from our end If you have any other questions or concerns, please feel free to reach out to me via this email and/or via phone Stay Humble, Stay Happy! Aloha 2017! *** Customer Resolution Specialist II

Dear Mr***, As stated in your previous complaint to the Revdex.com (complaint ID [redacted] ), we have adjusted all charges on your account to reflect the $rate you were quoted Unfortunately, the equipment is non-refundable Based on this information, we must respectfully deny your request for reimbursement of the equipment purchase I am available for any additional questions and/or concerns you may have regarding your former Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Office of the General Manager Cox Communications, California 858-836-

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 belowDear Ms [redacted] I did not receive the email you sent with response from [redacted] prior to your email of the case being closedI have not resolved this issue yet with Cox, and hope they can offer me a promotional offer that is reasonable after the promotions end on Nov15thI understand the promotions they gave me are ending, but they are not acknowleding the promotion that was given to me by Heather in their office billing dept, who has been there for a long timeShe promised me on June 2, my bill would be $till June 1st That would include the cox tv economy at $24.99, HBO, high speed internet essential at $+ $upgrade to preferred, and cox digital telephone premier at $Again, I have been a long time customer for years, and hope they will keep their promise for that rateI will also call them on the 15th to see what they have to offer in promotions Thank you, [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 belowThe write off ballance should be dollars and centsPlease contact me ASAP at [redacted] If we don't make progress I will have to consider writing directly to cox headquarters as well as filling a complaint with the FCC Regards, [redacted] ***

Dear Ms [redacted] , Cox would like to apologize for the inconveience caused with our recent change in store hours Per your request, a credit of $has been applied to your Cox account Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] 858-836-

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12253026, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below.The problems with Cox internet continuedDespite my request to have a supervisor come out, another independent contractor cameFortunately, this person accomplished the repair on August 4, by replacing the modemImagine, four service calls later, the equipment was fixed by doing something that was overlooked by all previous repair employeesOn August 1, I spent over an hour on the phone with the internet departmentThis wasn't the first lengthy call with CoxIf my file were examined more closely, it would indicate that there have been or service calls since January, The tech of July did not repair the problem as noted in your recordsHe told me that I was not being patient enoughAll of the patience in the world would not repair a broken modenPlease explain your statement of the TV being on the "incorrect channel"The July tech provided a new remote, thus actively disproving your statement that the TV was on the wrong channelIt should be noted that this is approximately my fourth replacement of the remoteAgain, Chanel (###-###-####) did not make the promised call for follow-upShe alleged that she had, but the number was not recorded on caller IDhSe did not return the three or four calls that I made to heDue to her negligence, I was unable to tell her that we again did not have serviceIn view of the lack of service despite numerous service calls, Cox's reporting, and the amount of time devoted to phone calls and service calls, we would like to have the rest of the year comped [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

We are sorry to hear that our customer does not accept our resolutionOur position regarding our customers concerns have not changed We have sent our customer their statements through FedEx in which our customers signed that they receivedAt this time we are unable to justify removing this debt from the consumers credit report as the debt is a valid debt that needs to be paid We thank our customer for bringing their concerns to our attention, and we respectfully request that the Revdex.com closes this inquiry as we have no additional information to supplySincerely Cox Communications Executive Escalations Team SE

I would like to draw attention to this business's unfair hike of internet charges by over 10% that became effective last monthWith lack of choices this business is using monopolistic practices to arm-twist loyal long time customers to pay more, hiking charges every year, much faster than rate of inflation and hurting their customers in the process I have been a Cox customer over three years and rates have risen quite a bit during the time periodCox loyalty customer service associates are very unhelpful and push their customers to pay even more when the customer complains to them about the rate hikeThey know that the customer has no choice as there is no other cable internet provider in our areaI wish the business was more human and less greedyHope they are listening and will do something about hardships they make their customers face - for customers will switch as soon as there is a better optionYou can;t keep treating us this way forever

Initial Business Response / [redacted] (1000, 6, 2014/02/10) */ Contact Name and Title: [redacted] Admin Spec Contact Phone: [redacted] Contact Email: [redacted] Statements from the previous address account# [redacted] were being sent to the new address [redacted] starting November 7th, The statements showed the remaining balance left on the previous accountThe balance has been paid in full and we have contacted the collection agency to recall the negative marksWe apologize to Ms[redacted] for any confusion and miscommunication regarding her billing and as a courtesy we have issued a one month credit onto her active account, totaling -$Thank you for your time Cox Communications Final Consumer Response / [redacted] (3000, 8, 2014/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) The statements from account # [redacted] were being sent to [redacted] , NOT ***This address was incorrectA Cox phone rep confirmed this to me on 2-3-Once he told me that, I decided to log in to my cox account online and the last statement on that account clearly lists the wrong addressI have been told it will take up to days for this to be removed from my credit reportSo for days I cannot apply for new credit, insurance, phone service, etc because this tanked my scoreI will accept the one month credit from Cox, but want to make clear this was Cox's mistake (please see attached) Final Business Response / [redacted] (4000, 10, 2014/02/18) */ Ms***, I do apologize for the confusion on the billing addressIt appears it was corrected after the wrong forwarding address was confirmed, so we were under the impression they were going to the correct addressI will inform my collections manager of your account problem and request they notify the credit bureaus immediatelyIt does normally take 30-for them to updateI do wish we could expedite their process, very sorry Please let me know if there is anything else we can do Sincerely, [redacted] Executive Assistant Cox Oklahoma- Tulsa

We are sorry to hear that our customer does not accept our resolution Upon receipt of our customers concerns we have reviewed our customer’s account and found that our customer now subscribes to Cox Business services We invite our customer to reach out to us directly if they experience any additional questions or concernsWe thank our customer for bringing their concerns to our attention and for being a valued Cox Customer Sincerely Cox Communications Executive Escalations Team SE

Tell us why here We are sorry to hear that our customer has concerns regarding an equipment charge, which they were unable to have addressed.We have reviewed the equipment charge and found the equipment in question to be from our customer’s previous address Striving to live up to our mission statement “to be the most Trusted Provider” we realize that this has been some time and the customer may have misplaced, or thrown away the equipment We have credited the equipment charge back to our customers account , and notified our customer of the actions taken.We are sorry for any inconvenience this has caused our customer, and thank our customer for allowing us the unique opportunity to serve them through this avenue

August 3, 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 We had a technician out to your business on 07/and the tech installed a new modem gateway at the locationThe modem has been replaced and using out tools we can see that the signal level is holding steady Please allow me to reassure you that we have addressing 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 ###-###-####

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 I do not appreciate Ms [redacted] refuting the accuracy of the experience I relatedShe was not thereI do not have the information she requested, nor do I consider it my responsibility to provide that Since she has attested that she has reviewed my account does she realize that I have not been charged for that extra piece of equipment on my monthly statement for some time? I wish I could say for how long, but I elected to receive e-statements only and their system will not currently allow me to access those greater than three months oldI returned the second, superfluous cable box in order to avoid being charged for it Since the charges stopped I assumed Cox had the equipment in their possession In fact is there any other way to explain that? Regards, [redacted]

We would first like to apologize for the late response We had submitted the following response to this same complaint, when it was lodged to the Northwest Florida branch of the Revdex.com:We received and reviewed our customer's complaint, on 9/30/We immediately referred it to our New Orleans Field escalations group to be addressed, at that timeOne of our Field supervisors arranged to send one of our expert techs to address our customer's reported problem on 10/1/Our Field supervisor has since advised that our expert tech was able to resolve our customer's issue We apologize for any inconvenience that our customer has experiencedWe would also like to thank her for her patience and for being a loyal Cox subscriber for over nine years Thank you, Cox Executive Escalations SE

Dear [redacted] ***, Thank you for allowing Cox the opportunity to serve your communication needs I have reviewed your account and have determined the following: Our records show that on January 14, you requested to disconnect your Cox account At that time, you were informed that your account was already pending disconnect for non-payment You state in your complaint letter that you were informed that the account had a zero balance For your convenience, I have attached your billing statements that were mailed to the service address Cox did not receive payment on your account therefore, services were terminated As a good faith gesture, I have backdated the disconnect date t January 14, This leaves a remaining balance of $ Since this is a valid debt, Cox must respectfully deny your request to cease collection activity I am available for any additional questions and/or concerns you may have regarding your former Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Office of the General Manager Cox Communications, California [redacted]

We are sorry to hear the customer’s new service request was not correctly inputted causing a negative experience for the customerThe original sales call was reviewed and we would like to discuss the conversation with the customerWe have attempted multiple times to make contact with the customer to rectify the issue, regretfully, contact has not been madeWe have provided messages with contact information for the customer so the new account can be correctly scheduledThank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Dear Ms***, Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs We are in receipt of your complaint letter in regards to your services being disconnected After a thorough review of your account, I have determined the following: Our records show that on January 19, your services were disconnected for nonpayment Cox allows customers business days to return equipment prior to equipment charges being added to your account Our records do not show the equipment was returned during the allotted time As a result, you were billed $ On February 3, you spoke with one of our customer service reps to inform them that you were promised 2-months of service credit due to previous service concerns At that time, you were issued a credit in the amount of $ This credit brought your account current However, due to the excessive delinquency on the account and returned check payments, you were required to pay a deposit to reinstate service On February 6, you paid the required deposit and your services were reconnected 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 Respectfully, [redacted] Office of the General Manager Cox Communications, California ###-###-####

Dear Mr [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 Our records show you have Cox Premier Internet service (Mbps / Mbps) for $with a rental equipment fee of $a month However, I have applied a year promotional discount onto your account on October 21, The promotional offer is as follows: $for the Premiere Internet service $Equipment Rental Fee Total monthly recurring charge for months = $plus tax total = $ 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] , Office of the Regional Manager Executive Customer Resolutions Specialist, California toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm

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 Cox statements I have confirmed that your account is set up to receive paper statements on a monthly basis In reviewing your account, it appears that the request for paperless billing was done online on November 24, During your call to us on February 18, 2015, our customer service representative mailed you a copy of the statement you did not receive but failed to change your account to a paper bill As a result, when you called in on February 23, your account had not been corrected Mr [redacted] , Cox would like to apologize for any inconvenience we may have caused you I can assure you that your statement option has been corrected 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 complaint filed with your office on 06/25/and assigned the complaint ID of [redacted] The offer our customer saw when logged in to their account appeared in error We are working to correct the page so only offers valid for a specific account can be see when logged in to that account We have worked with our customer and have been able to provide the services requested and honor the original offer We apologize for the circumstances that led to this complaint and hope that we have met our customer’s expectations now that this matter has been resolved Sincerely, Cox Communications Executive Resolution Team