Cox Communications

Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your communication needs We are having difficulty locating the account referenced in your complaint letter to the Revdex.com If you would please provide the account number or the service address, we will review your concerns and respond accordingly We look forward to hearing from you soon Respectfully, [redacted] Executive Office of the Regional Manager [redacted]

Tell us why here...At this time our Position to our customers concerns has not changed Our Customer Experience Team reached out to our customer on December 4, and emailed the customer of a letter of apology for their convenience.We thank our customer for choosing Cox Communications

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 filed with the Revdex.com and would like to respond accordingly Our records show that on November 13, 2014, you requested to transfer your internet service on December 1, Prior to your services being transferred the campaign that provided you with $off of your internet service expired (10/13/2014) This was a 12-month campaign that was added October 14, after you contacted us in regards to our rate increase On November 29, your internet service was installed at your new address and your cable was installed on December 1, You state in your complaint letter that you were offered cable service for $per month with equipment included In addition, you were offered free installation Our records indicate that the installation fee of $was credited to your account on December 12, In addition, we submitted a request to have the campaign for the free equipment rental updated on your account This billing error should be corrected by your next bill cycle Ms***, I would like to apologize on behalf of Cox Communications for the multitude of errors that we made in transferring your service As a good faith gesture, I have applied a (one) month service credit to your account in the amount of $ Again, we apologize for your experience and are hopeful that we can regain your trust as your service provider 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 Mr [redacted] , Let me begin by apologizing for not returning your call within the time outlined on my voice mail I have reviewed your attached online quote and have adjusted your account accordingly As a result of your experience, I have also applied a one-month service credit to your account I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Office of the General Manager [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 Absolutely unacceptableThey definitely do not display any interest in customer satisfactionI believe the balance on my account is bogus and should be removed Regards, [redacted]

Dear Ms [redacted] , Let me thank you for allowing Cox Communications the opportunity to serve your communication needs We are in receipt of your complaint letter in regards to the balance on your former Cox account I have conducted a thorough review of your account and have determined the following: Our records show that on March 21, 2014, you requested to disconnect your Cox account At that time, you had a balance owing of $with a due date of April 11, (Statement attached) On March 29, 2014, Cox mailed you a final statement with a balance owing of $that was due immediately(attached) Cox records do not show that a payment was received within a reasonable time therefore; your account balance was referred to an outside collection agency on April 23, On June 18, 2014, you contacted our customer service team to dispute the write-off balance At that time, you were advised that the balance was now being managed by the outside collection agency and we would not be able to apply credit towards the balance Ms [redacted] , Cox allows its customers 30-days to dispute their balance prior to us referring the account to an outside collection agency In addition, the collection agency allows the customer 30-days to dispute the balance prior to reporting it on their credit Based on this information, we must respectfully deny your request to have this amount removed from your credit report Best Regards, [redacted] Executive Office of the Regional Manager Cox Communications, California

We are sorry to hear that our customer has concerns with their internet speedUpon receipt of our customers concerns we have reached out to our customer, and committed to working with them to ensure their concerns are addressed Our customer has their Executive Escalations Team Members direct contact informationWe thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused Sincerely Cox Communications Executive Escalations Team SE Tell us why here

Dear [redacted] , Thank you for this additional information In reviewing the attached [redacted] statement, the billing period is from January 3, through February 2, We do not have record of a request from you to disconnect services prior to January 24, Typically, all new services will be billed during the billing cycle of any active service you may have If you are able to provide confirmation from [redacted] that your internet service was installed on January 2, 2014, we will consider having the debt removed from your credit report Respectfully, [redacted] Office of the General Manager, Cox California

Initial Business Response / [redacted] (1000, 5, 2016/01/27) */ The Cox corporate escalation team recently received a similar complaint from MrP [redacted] and had the opportunity to speak with him regarding the matterCox believes to have provided MrP [redacted] with a satisfactory explanation to his concern We apologize for any frustration this may have caused and appreciate the opportunity to address the matter Initial Consumer Rebuttal / [redacted] (3000, 7, 2016/01/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) They still blame their issue on my equipmentNever wantibg to take sction for their own faultI unplugged the tv they requiestedStill issues Final Business Response / [redacted] (4000, 9, 2016/02/05) */ Cox technicians completed several service calls in response to MrP***'s reports of cable issuesOn all occasions, Cox technicians were unable to identify any issues inside the home or at the mainlineTechnicians were also unable to recreate the reported cable issues A final proof of service was conducted in December The Cox field team performed tests from our mainline cable to the entry points of MrP***'s house and verified that he was receiving the proper levels with no interferenceAs such, MrP [redacted] was advised that Cox was providing him with the best service that it could and that any future service calls with no issues found would result in a service fee to his account Cox believes to have provided MrP [redacted] with a satisfactory resolution by the multiple efforts our field and customer care team have extended to review and address his concernWe apologize for any frustration this may have caused and appreciate the opportunity to address the matter

We are sorry to hear that our customer has experienced issues with their services Our Executive Customer Relations team attempted to reach the customer on 10/03, there was no answer so we left our contact information for the customer to return our call We see where our customer called back in later that day requesting credits for the issues they have experienced, and stating our technician resolved their issues We issued a total credit of $for the issues our customer experienced We offer our customer our sincerest apology for any issues that they have experienced with their services We thank our customer for bring their issue to our attention, and for Choosing Cox Communications!

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 Our records show that Cox installed services at your residence on April 29, At that time, you agreed to a year Price Lock Guarantee (PLG) A year PLG is a guarantee if there were to be any rate increases within the next years that your account will not be affected Along with the year PLG, we applied a month discount onto your account in which it expired on April 28, Therefore, there was an increase on your April 29, billing statement On May 5, we applied a $off discount onto your account along with $off of your DVR service for months Your new monthly rate for months is as follows: $Plus Tax = $ On May 17, I left you a voicemail regarding the recent discounts that were applied onto your account MrWebber, if you are not satisfied with the new discounts and would like to terminate your Cox services, I am willing to waive the early termination fee Please contact me, directly, if you would like to terminate your services I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 9:00am to 5:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm

Initial Business Response / [redacted] (1000, 5, 2014/05/07) */ We want to thank Mr [redacted] for taking the time to file his concernWe have spoken with him and believe he is satisfied with our efforts to explain and resolve this matterShould he have any further questions or concerns, he may reach us at [redacted] and we'll be happy to assistThank you

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12526235, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] It only has been two days since problem has not occuredtech still needs to come out for noise in the inside line Regards, [redacted] ***

Initial Business Response / [redacted] (1000, 8, 2015/12/30) */ Cox had the opportunity to speak with Mr [redacted] in receipt of this complaint and believes to have provided him with a satisfactory resolution We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter

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 Regards, [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. [The Issue I have with this response, is that I was mislead and was given incorrect information and I am being bullied into accepting their mistake, while they look at me with a blind eye and act as if nothing happened. Extremely disappointed with Cox Communications.] Regards, [redacted]

Dear [redacted] , "Arial","sans-serif";"> 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 customersIt was a pleasure speaking with you As per our phone conversation that took place on May 12, we have agreed to apply the following onto your Cox accountDisconnect your cable and phone service – disconnected as of May 12, Waive Early Termination Fee – waived on May 12, Schedule for a technician to pick up cable box (free of charge) Tech will pick up equipment on May 13, between 1-3pm Keep Premiere internet with year discount $for months May 12, through May 12, I am available for any additional questions and/or concerns you may have regarding this letter My office hours are 9:00am to 5:30pm, Monday through FridayBest Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] , Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm

Dear Mr***, 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 experience in disconnecting your service I have reviewed your account and have determined the following: Our records indicate that on January 24, you contacted our customer service team requesting to disconnect your Cox account effective January 31, Per your request, service and billing was stopped on January 31, I have attached your final statement that confirms the disconnect date and the prorated credits to your account (reference page of 4, partial month services) On February 10, 2015, Cox received the outstanding equipment that was assigned to your account Cox account 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 former 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 Ms [redacted] , I would like to apologize on behalf of Cox's entire organization for the level of service you outlined in your recent rebuttalThis is not the level of customer service we have built our reputation on In regards to my initial response, my goal was to outline the following that you included in your complaint letter: "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" As previously mentioned discounts and promotions are non-transferrable We apologize if this was not properly explained to you during your visit Our representatives do offer the best discounts available at the time of install Again, please accept our apologies for this experience 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 [redacted]

We appreciate our customer voicing their concerns with the video programing We have confirmed that when ordering or upgrading services our website doe state “See terms and conditions for the services and equipment presented pricing and special offers are subject to change and restrictions” The restriction with the economy package is that you are unable to add movie packages to the account, without subscribing to Advanced TV We apologize for any inconvenience the customer has experienced and Thank our customer for choosing Cox Communications