Cox Communications

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 your Cox account I have reviewed your complaint letter and Cox account and have determined the following: Our records show that we are currently mailing you a monthly Cox statement to your service addressed However, On October 24, 2014, our records show that you selected to "opt-out" from receiving paper statements and therefore, your billing was provided online In regards to lowering your rate, our records show that you spoke with a Cox customer service representative on June 3, and were advised that based on the level of service that you subscribe to, you were taking care of the most aggressive discounts available Based on this information, we must respectfully deny your request to lower your monthly rate Since you are not in contract, you may cancel your services at any time without penalty I am available for any additional questions and/or concerns you may have regarding your Cox account Best regards, [redacted] Executive Office of the Regional Manager Cox Communications, California 858-836-

We are sorry to hear that our customer has concerns regarding a charge for unreturned equipmentUpon receipt of our customers concerns we have reviewed our customer’s account, and found that our customer has called and spoke with one of our Cox Advocates, regarding their concerns with the equipment charge Our Cox Advocate has issued an adjustment to the account for the equipment charge that was charged to our customer in errorWe thank our customer for bringing their concerns to our attention, and apologize for any inconvenience causedSincerely Cox Communications Executive Escalations Team SE Tell us why here

Dear Ms [redacted] , Let me begin by thanking 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 the rate of your service We have reviewed your account and have determined the following: Our records show that you currently have two active promotions on your accountYou have a 12-month promotion that was added November 8, scheduled to expire November 7, 2014, you also have a 6-month promotion that was added September 12, set to expire on March 11, You state in your complaint letter that during your call on June 2, you were promised the same rate until Unfortunately, our systems do not allow us to stack campaigns on top of active campaigns This is the reason why you were asked to contact us after one of the two promotions expired on November 7, Based on this information, we are unable to confirm that your rate will remain the same We will provide you with the most aggressive discount offers we may have available if you qualify You may contact me directly with 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 Mr [redacted] , Let me begin by thanking 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 dispute of international calls billed to your account Our records indicate that you contacted us on September 26, to dispute the validity of these calls At that time, you were advised that the disputed calls would be investigated and you will be notified of the results in writing within 60-days We ask that you continue to pay your undisputed balance during the time of our investigation Respectfully, [redacted] Office of the General Manager Executive Offices of Cox Communications, California ###-###-####

We are sorry to hear that our customer has concerns with poor internet speed and receptionUpon receipt of our customers concerns we reviewed our customers account and found that they first reported issues with their data services on December 26, At that time, we see our customer reported someone had told them they had the incorrect modem on their account At the time, our customer reported issues with their services they were using a Cisco DPC with their data services The modem is an 8xchannel bonding with speeds of up to MBPS on a wired connection This equipment does have the capabilities to give our customer the speed in which they subscribedReviewing our customers data usage over the last days they have used more than 400GB of data each month Our customer was promised by our technical support team that we would apply an adjustment in the amount of $to the account for the issues he experienced Although there were no reported issues before December we will apply this adjustment since the adjustment was promised by our agent, however we are unable to justify any additional credits on our customers accountWe see that the network ticket regarding our customers service issues has been resolved If our customer is still experiencing issues with their services we invite them to give our technical support team a call at (504) 304-We thank our customer for bringing their concerns to our attention, and for being a valued Cox customer Sincerely Cox Communications Executive Escalations Team SE

Initial Business Response / [redacted] (1000, 5, 2015/02/12) */ Contact Name and Title: ***, Exec Escal Contact Phone: [redacted] In receipt of this concern, Cox attempted to reach the customer but we have not had the opportunity to speak with themA service call was completed on 2/and the charge for this was waived as a courtesyWe believe this is resolved to their satisfaction and sincerely apologize for any inconvenience causedShould they wish to speak with us further on this matter, they may reach the contact provided via voicemail and provided on this formThank you

Dear Ms***, New Roman"> 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 As we discussed I have disconnected your phone service with Cox and removed HBO and Starz I have discounted your remaining Cox services by $per month for the next months In addition I have issued a one time credit of $ I am available for any additional questions and/or concerns you may have in regards to our response to your Better Business Burear complaint Best Regards, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear Mr [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs I am in receipt of your complaint filed through the Revdex.com and would like to respond accordingly I would like to first apologize for the misinformation that may have been provided to you by our sales team It appears that you were able to speak with one of our Supervisors and were able to resolve your billing concerns In addition to the credits that have already been applied to your account, I have issued a 1-month service credit for the inconvenience this may have caused you and your family Please allow 7-day s for this adjustment to reflect on your Cox billing statement Mr***, again I would like to apologize for the level of service you received as this is not the service we have built our reputation on I am available for any additional questions or concerns you may have regarding your Cox account Respectfully, [redacted] Office of the General Manager Cox Communications, [redacted]

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 once I receive the final piece of information that I requested; how much is my monthly bill going to be going forward? I have heard from one of the reps on the phone there is another rate increaseI was paying $a month at last attempt in consistency Please advise Regards, [redacted]

Thank you for your response The account number is [redacted] Monthly charges l were automatically billed to her Discover card [redacted] died 2-12- underline;"> I am the Trustee for her estate Both my Aunt [redacted] and her granddaughter had their names on the Cox accountI was tasked with removing my deceased Aunt's name from the account I emailed Cox and was told I needed to make the change through one of their stores I went in and spoke with [redacted] a "Solutions Specialist." I specifically stated that only the name was to be removedall services were to remain the same I was never told that any fees would be raised or that her phone number would be lost Then...the granddaughter received her first bill My deceased Aunt's phone number had been disconnected and the bill was $higher that the previous month I tried to remedy this by telephone I was told to fax my Trustee papers to [redacted] at Desk [redacted] ** (858)715- My call was never returned The granddaughter called Cox She was told that the phone number was disconnect ted and could never be retrieved She was told to come into the store to discuss the situation We went to the Santee store and spoke with [redacted] *** She was able to retrieve the telephone number We were told that due to the name removal, all fees had been raised We asked her to put that in writing and she stated that Cox employees" were not allowed to put anything in writing." I truly believe that the Cox employees were taking advantage of a family in mourning Either [redacted] was lying to me, was not trained properly or was following company policy to open new higher fee based accounts at any cost to deceased family members Cox employees were confused (at best) or dishonest (at worst) We lowered the granddaughter's Cox services to a minimum until this matter could be settled Please contact me should you need any further information [redacted] Trustee, The [redacted] J [redacted] home phone [redacted] work phone

We are sorry to hear that our customer experienced issues with their services not working Once we received this complaint we reviewed the account and saw that we had a technician out today (10/03) that has resolved the customer’s issues We apologize for any inconvenience the customer has experienced because of the services not working We have issued a credit for $on the account which is a credit for what the customer pays us for the days of the reported service issues I have also issued an additional courtesy credit for any inconvenience We thank our customer for choosing Cox, and appreciate our customer bringing their service issues to our attention

Initial Business Response / [redacted] (1000, 5, 2014/07/28) */ We have received Ms [redacted] concern and have attempted to reach her by way of phone in response, however have not had the opportunity to speak with her on this matter The account assumption process, in which we transfer the phone number and/or equipment from one subscriber to another does require consent from the original account holder who is releasing the servicesThis can be obtained in person or over the phone When Mr [redacted] visited the retail store to request this change, we would have contacted [redacted] to obtain her consent by way of phone We have submitted the feedback and concern presented to the manager of representative within the retail site where the order was processed to address any items for feedback or coaching We have provided a direct line for contact should Ms [redacted] have any further questions or concerns and sincerely apologize for any inconvenience Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do NOT except Cox's response and this is why, this is a serious matter pertaining to my privacy that was clearly violatedI have been waiting on a call from Corporate in response to my complaint that I filedIt has now been two weeks and they have yet to call me in regards to this issueI was told twice on July 17th they would be calling me that dayInstead, a week later they had the young girl that made the error call Mr [redacted] and apologizeOn Friday the 25th, [redacted] from Cox called and left a message that she was calling because of my complaint to the Revdex.comThey haven't called me to apologize or to fix the problem at hand, they've only called because of my complaint to the Revdex.comThey are clearly a buisness that does NOT care about their customersThey are just simply trying to cover their butts so they don't have a complaint out there against them Final Business Response / [redacted] (4000, 9, 2014/07/31) */ A member of our Corporate Customer Relations team originally received this concernThe information was then sent to the Account Manager over the representative who processed the account change, for review and customer contact On 7/17, the account manage, [redacted] made three attempts to contact [redacted] , with no opportunity to speak with her at that time On 7/23, Cox received the concern through the Revdex.comAt this time, I personally made attempts to reach Ms [redacted] on [redacted] On 7/24, I spoke with a female who answered the line, leaving my contact information where Ms [redacted] could reach me to discuss this matterAgain on 7/I made an attempt to reach herWith no answer I left a voicemail with same contact information, asking she return my call We sincerely apologize and certainly want to address the concerns, however have not had any success in getting through to Ms [redacted] on our several attempts to do so

Cox made attempts to reach [redacted] in receipt of this complaint; however, we did not have the opportunity to speak with him Should he wish to discuss this matter further, he can reach a Cox representative at the number provided on his voicemail

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.They are saying they don't careThis is not okay, and I see now that I will have to take this matter up in person Regards, [redacted]

Dear Mr***, Let me begin by thanking 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 the campaigns on your account I have reviewed your account and have determined the following: Our records show that on December 12, you signed up for our Gold bundle stpackage at the rate of $per month (Not including taxes, fees and equipment rental) This rate was for the primary outlets of each service you subscribed to Any additional outlets would be billed at the standard rate The Gold bundle stpackage rate billed at $for the first 12-months and increased by $for months 13- This second portion of this discounted rate is set to expire on June 12, Unfortunately, our system does not allow us to stack discounts Therefore, our customers must wait until the campaign has fully expired Once the campaign has expired, customers can inquire on any additional discounts we may have available Unfortunately, some of our more aggressive discounts that were previously offered may not be available nor are we able to extend them Mr***, on behalf of Cox, I would like to extend an apology to you if this was not thoroughly explained I would also like to apologize for the lack of follow up to your online chat 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] Office of the General Manager Cox Communications, California [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 complaint letter filed with the Revdex.com in regards to your credit being ran without your authorization I have searched our records for any accounts that may have been set up and am unsuccessful If you could please provide me with the address that you inquired on establishing services at, it would be my pleasure to further investigate Based on the information that you have provided in your complaint letter, I cannot locate any potential accounts You may contact me directly with this additional information My office hours are 730am to 4:00pm, Monday through Friday I look forward to hearing from you soon Best Regards, [redacted] Office of the General Manager Cox Communications, California [redacted]

Complaint: [redacted] I am rejecting this response because:I was told that two weeks ago an it never came , So they are just keeping their word , Sincerely, [redacted]

Revdex.com Case # [redacted] We are sorry to hear our customer is not pleased with our promotional and standard pricingWe made contact with the customerWe provided a satisfactory resolution at this time for the pricingThe customer is aware of the time frame of the pricing Thank you for your time and consideration [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Dear Ms***, Let me begin by thanking you for allowing Cox the opportunity to provide your communication needs We are in receipt of your complaint letter filed through the Revdex.com and would like to respond accordingly We have reviewed your account as well as your complaint letter and have determined the following: Our records show that on May 10, you established Cox cable, internet and phone service On May 16, you contacted our customer service team to report that your residence was infested with bed bugs and you strongly felt they came from your Cox equipment At that time, a request to have a Field Supervisor contact you was submitted Our Field Supervisor, [redacted] contacted you on the same day at 6:38pm and left a message On May 20, you contacted our customer service team checking the status of your claim At that time, another request was sent to have a Field Supervisor contact you On May 21, 2014, [redacted] left you another message in which you returned the call the same day [redacted] then referred your account to me in which I contacted you immediately On May 22, you and I spoke of the bed bug claim and I suggested that someone use an air can to see if any debris (of bed bugs) would be present During our conversation, I also asked if you had an visitors or had visited anyone’s home in which the bed bugs could have traveled to your residence We agreed to have a joint meet at your home when the pest control company of your choice was available Unfortunately, when you returned my call, I had left for the day as my business hours are 7:30am to 4:00pm, Monday through Friday This information is also on my office voicemail greeting Cox can arrange for a technician to come and remove the equipment from your home At that point, we can have the equipment inspected Until we are able to confirm that the Cox equipment is infested, we must respectfully deny your request for compensation Please let me know a convenient time to have someone remove the equipment from your home At that time, we can install new boxes so that you are able to enjoy the services that were installed in your home I look forward to speaking with you soon Respectfully, [redacted] Office of the General Manager Cox Communications,California 858-836-

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 complaint filed through the Revdex.com in regards to your Cox telephone service I have reviewed your account and have determined the following: Our records show that on January 31, we received notification from the [redacted] certifying agent that you no longer qualified for the [redacted] program As a result, you were removed from the [redacted] program and placed on standard flat rate service On February 11, 2014, you contacted our customer service team stating that you did qualify for [redacted] Therefore, another form was submitted to the certifying agent for approval On February 13, 2014, Cox received the approval from the certifying agent and therefore your services under the [redacted] program were reinstated Mr [redacted] , Cox does not determine whether or not a customer qualifies for the [redacted] service The [redacted] program is managed by the state I am available for any additional questions or concerns you may have regarding your Cox account My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Cox Communications, California [redacted]