Cox Communications

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 letter filed through the RevDex.com in regards to the billing of your account. I have reviewed your account and have determined the following: Our records show that you subscribe to our unlimited long distance, Simply World Wide and Unlimited calls to Mexico (excluding mobile termination). The Simply World Wide plan decreases the per minute rate to calls to mobile phones terminating in Mexico. Since this was not explained to you, we have credited all calls to Mexico (landline and mobile terminations) from September through today, October 13, 2014. Our records show that you have already been credited for the reconnect fees that were billed to your account due to your billing discrepancy. Also, due to the delay in resolving your billing concern, we have issued you 1-month phone credit in the amount of $45.47. Please accept our apologies for the inconvenience 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] Office of the General Manager Executive Office of Cox Communications, California ###-###-####

We are sorry to hear that our customer is experiencing issues with their services Upon receipt of our customers concerns we reached out to our customer to apologize for any inconvenience caused, to supply our customer with their Executive Customer Relations Team Members direct contact information, and to re-confirm our commit to getting our customers concerns addressed as quickly as possible Our Executive Escalations Team member has drafted an action plan and set our customers’ expectations to the steps that we will take to get their issues resolved We thank our customer for bringing their concerns to our attention and apologize for any inconvenience caused by their service issuesSincerely Cox CommunicationsExecutive Escalations Team SE

Dear Ms [redacted] , I am in receipt of your complaint letter filed with the Revdex.com in regards to your experience with our customer service staff We are disheartened to learn about the level of customer service that was provided to you during your visit I have shared your concerns with the organizations within Cox that is responsible for ensuring our customers receive the legendary service we have built our reputation on We value your feedback and thank you for allowing us the opportunity to coach our representatives accordingly Please do not hesitate to contact me directly with any questions and/or concerns you may have regarding your Cox services Respectfully, [redacted] Office of the General Manager Cox Communications, California [redacted]

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12726887, and find that this resolution is satisfactory to me Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: First of all the cable was shut offWe left cox for a period of timeWe then contacted them for new service againThey're not not even speaking about the service we recently had put inThis is insaneThey can't even keep track of when we stopped service with themI'm not paying a dimeCox needs to realize their mistake but first figure out we aren't even talking about our previous time we used coxWe are talking about Cox in Wow! I don't need their statements because the $whatever isn't being paidThey can't keep track of ANYTHINGNO FURTHER CONTACTI will write reviews like every other former cox user warning against them and their inability to not rectify or apologize for their awful customer service reps but also bad managementSend those chat logs thoughATT sent me all of mine and have been amazing since we went from cox to themBills were as we were told and we didn't experience harassment and threats like CoxWe were with them for years and this is how it's been since we canceled and went backNon stop harassment Sincerely, [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. I tried contacting you and was told that I would be contacted same day, but I did not get a call back. I tried contacting the collection agency however I not able to get in touch with some one. What do you mean by the "write off" amount? Please look into the situation and get back to me ASAP. Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10367603, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Regards, [redacted] wish I had money to burn I would start a class action suit against cox over this issueAll they did in their response was repeat what they told me on phoneStill don't feel I should pay for service I am not using

We have attempted to reach our customer on several occasions regarding his concern of additional credits due on his account, to let him know that we have taken care of this matter We have left our contact information for the customer to return our call however he has not Our customer has been credited an additional $credit as he requested on last night through our field leaders We again thank our customer for choosing Cox Communications

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 recent upgrade to cable and internet In regards to the installation fees for your cable and internet, these fees were credited on November 26, (see attached statement under adjustments) Unfortunately, due to the on demand movies that were ordered (3), Cox must respectfully deny your request to have the monthly charges for cable credited Mr [redacted] , Cox would like to apologize for your experience and would like to be given the opportunity to install these services to your satisfaction If you would like to take advantage of this offer, please contact me directly Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding his recent experience We sincerely regret the inconvenience that he experienced with our company Upon receipt of this complaint, we performed a complete review of our customer’s account and reviewed the calls in question Our records provided the following information: The expected refund was not issued as the customer did not return Cox equipment after the account closed The related charges for the equipment were in excess of the refund amount On 10/27/the customer sent the equipment back to Cox The equipment charges will reverse once the equipment is received We will expedite our customer’s refund as soon as the charges revers We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

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 account I have researched your account and have determined the following: Our records show that on June 26, 2014, your account was disconnected due to non-payment Prior to your account being disconnected, the last payment we received was on May 15, in the amount of $ However, your account balance was $ Based on this information, Cox feels that you have been accurately billed for the services that you subscribe to As a result, we must respectfully deny your request to have a credit applied and your final account balance of $pulled from collections You may contact me directly with any additional questions and/or concerns regarding your former Cox account Respectfully, [redacted] Office of the General Manager Executive Offices of Cox Communications, California ###-###-####

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 Once again I will state no label has been received to return the equipmentYou should be able to check the tracking number you used to verify this informationI will not agree to pay for any services for the Month of FebruaryYou provided no service at all during that time so there is no reason for you to prorate any fees whatsoeverYou cannot honestly state that you are charging me for approximately days( the time the service was shut off, to the time you BACKDATED THE CANCEL REQUEST, a total for around $150.00? So now that you have FAILED on multiple attempts to resolve this issue concerning the payment due, you have FAILED to resolve the issue with the shipping label just as you failed at the attempts to cancel my account over multiple days and numerous attempts per day, where does that leave us? You have not addressed the concerns about your company failing to cancel my account when first requested, you choose to side step the issues that you embarrassed me by leaving a bright yellow notice, to pay amount owed or have service turned off, THEN YOU DIDNT EVEN TURN THE SERVICE OFF! When you state in one of your responses that total owed was most $dollars, but attach an additional monthly invoice as well as equipment charges BUT SAY NOTHING!!!! shows Cox's deceitful tactics, and do not speak well for your companies character, this is just another example of how Cox operates And now, as if all of the time I have wasted trying to resolve this in an amicable way isn't bad enough, you send my information to a collection agency??? are you kidding me?? You have not even held up to your end of the agreement to get the label to me, I still have not received the email cancellation confirmation that has been requested numerous timesI have addressed concerns regarding your customer service and the way your agent treated me, all the attempts I made thru email to cancel the accountYou should not refuse the request to make the adjustment to the February statement for $because I WILL NOT PAY FOR SOMETHING YOU DID NOT PROVIDE! You are attempting to steal money that does not belong to you, this is outrageous that you think that this is a satisfactory resolution I will need to talk to someone else since you refuse to acknowledge the statements I have made to you multiple timesIts exactly like the email request to cancel this service, you keep saying no and this just causes additional charges to your "customers" when clearly you do not care about your customers If this is your final statement regarding this and you will not send a label to me or to make the adjustment for February I need to speak to someone that is above you because I WILL NOT!!! PAY ANY MONIES FOR FEBRUARY! I know my rights as a consumer and you should know your rights as a provider, no service no paymentThis is not a request any longerI will state once again for the final timeI will not accept any other resolution but for you to remove February monthly charges (prorated or not) I need to have a shipping label sent to me, and email confirmation that the account is cancelled and the date it was cancelledAnd now an additional request to retract my information from the collection agency, since you have failed to even attempt to resolve this issueWe are in the middle of a Revdex.com dispute I am trying to work with you and you are being completely unreasonableAt this point I will be letting anyone and everyone that I am in contact with, know just what type of treatment and "services" that Cox provides their customersI swear this has to be a joke I cannot believe I am again responding to your repeated statements again in MARCH! This started in JanuaryOnce again any other offers will be rejectedPlease do not send the same statements again in another response, this is a waste of my timeI will not accept any charges for February at all Regards, [redacted]

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 11/5/and assigned the complaint ID of [redacted] On October 23, our customer incurred a returned payment fee from Cox Communications due to a payment being rejected from our customer’s financial institutionWe have spoken to the customer and have agreed to credit the returned payment fee as a one-time courtesyOur customer is satisfied with the resolution and no further action is needed Sincerely, Cox Communications Executive Resolution Team

Dear [redacted] ***, Cox Communications (Cox) is in receipt of your complaint filed through the Revdex.comLet me begin by thanking you for allowing us the opportunity to serve youWe thank you for bringing your concerns to our attentionDoing so allows us to improve the quality of the service we provide to our customers On your original complaint to the Revdex.com you stated that you moved to a non-Cox serviceable address on November 1, and you were unable to cancel your Cox services due to a year contractOur records show that you did not call into Cox requesting to cancel your services and you were also not on a year Price Lock Guarantee (***) contractPlease be advised if a Cox customer was on a year [redacted] contract, they can cancel at any time, however, an early termination fee would be charged onto their Cox account [redacted] ***, you were initially placed on non-pay disconnection status on October 10, however you made a payment the following day and your account was automatically removed from non-pay statusOn December 10, you were placed on non-pay disconnection status, again, however you made a payment on December 10, and you were automatically removed from non-pay status Our records show on February 17, you called into Cox inquiring about your bill and there are notes indicating that you asked to speak with a manager or supervisor regarding your billing chargesPlus, there is no records showing that you requested to disconnect your Cox services, however, you wanted to speak with our Loyalty/Retention department but you were advised they were closed for the day [redacted] ***, at this time, you have an unpaid balance that is owed to Cox I am available for any additional questions and/or concerns you may have regarding this letterMy office hours are 9:00am to 5:30pm, Monday through FridayBest Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] Executive Customer Resolutions Specialist, California [redacted] [redacted]

Dear Mr. S [redacted] , Cox Communications (Cox) is in receipt of your “rebuttal” complaint filed through the RevDex.com. Let me begin by thanking you for allowing us the opportunity to serve you. We 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. I apologize that I did not address your initial concern regarding the yearly Cox rate increases. Cox has continued to invest heavily in developing an array of new enhancements with our video services as well as faster internet speeds/offers. Therefore, investment in our services and the increased cost of doing business has made it necessary for Cox to increase prices on our services. We continue to invest in our network and advance technology to deliver the services our customers want. For example, there is access to more networks anywhere using multiple devices like computers, smart phones, and tablets. Plus the ability to surf, download, and stream faster with more devices using superior internet and access to the fastest in-home WiFi. The entire industry is subject to cost increases and our competitors regularly increase their prices as well. 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 --------------------------------------------------------------------------------...⇄ Tell us why here...

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 the unreturned equipment charge on your account I have reviewed your account and complaint and have determined the following: You state in your complaint letter that you visited our retail location on Euclid and Federal to return your equipment and you were provided with a box and FedEx shipping label to mail in the equipment Cox retail policy is and has been to accept and process payments as well as equipment In addition, we do not have a shipping agreement with FedEx to process our equipment returns or deliveries Based on this information, in order for us to process the return of your equipment, we ask that you provide us with a tracking number to confirm our warehouse received the outstanding equipment 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 ###-###-####

Initial Business Response / [redacted] (1000, 8, 2014/07/15) */ We have spoken with Mr [redacted] on this concern and believe we have resolved this to his satisfactionWe sincerely apologize for any inconvenience causedThank you

Initial Business Response / [redacted] (1000, 10, 2016/02/04) */ Cox had the opportunity to speak with MrS [redacted] in receipt of this complaint and believes to have provided him with a satisfactory resolutionWe sincerely apologize for any inconvenience and appreciate the opportunity to address the matter

Initial Business Response / [redacted] (1000, 5, 2015/07/14) */ Cox had the opportunity to work with Mr [redacted] upon receipt of this concern and believes to have provided a satisfactory resolutionWe sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter

Thank you! No further pursuit is desiredI have wasted too many hours already seeking other reliable internet service spots to utilize, and talking to service repsI can not spend any more time with thisI'll see how the service works in the coming months, and then make my decision whether to seek another provider.Thank you! [redacted]