Cox Communications

We are sorry to hear that our customer has experienced issues with receiving a credit for equipment that he was told that he did not have to return We have reviewed this account, and ensured that the needed credits will appear within the next hours We have also supplied feedback for training and developmental purposes to our agents to ensure this doesn’t happen again to other customers We have attempted to reach the customer today, and will attempt to reach him again on tomorrow to confirm that all issues have been addressed We thank our customer for bringing this matter to our attention

I had cox for a little over a yearWhen I moved out of state I canceled my accountTwo years later (almost 3) I get a bill in the mail from a collection agency that had sold my "delinquent" account to Like any rational person, I ignore the collection agency and go right to the source, Cox, to inquire as to why they believe I owe them roughly six months worth of payments that I know I paid and why they waited almost three years to collectNo phone calls, no emails, no letters, for three years, then a collections notice The person on the phone does little more than just repeat the total to me without an explanation of the chargesI then requested written proof of my supposed debt to them, at which time I was told it would be mailed to meThis was roughly two months ago

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 10291079, and find that this resolution is satisfactory to me Regards, [redacted]

Dear Mr [redacted] , Thank you for giving Cox the opportunity to serve your communication needs We have reviewed your complaint and have determined the following: Our engineers contacted Mighty yesterday to advise them of your service concern It appeared that Mighty was broadcasting incorrectly We received notification today, that this has been corrected Please accept our apologies for any inconvenience this has caused you We thank you for bringing this to our attention If you have any additional concerns and/or feedback, please do not hesitate to contact me directly Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Initial Business Response / [redacted] (1000, 5, 2014/12/19) */ Cox has spoken with Mr [redacted] on this concernWe identified the pending work order for a drop bury that will be completed at a neighboring address and provided Mr [redacted] an ETA on completing thisWe will follow up with Mr [redacted] once the drop bury is completeWe provided him a point of contact that he may also reach for any further concernsWe sincerely apologize for any inconvenience caused

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 your monthly billing statements are printed each monthI am unsure why you are not receiving your statements Have you attempted to view your Cox statements on the Cox website? However, at this time, I have attached a copy of your August, September, October, and November statements I reviewed each Cox statement to make sure there were no late fees charged onto your account Due to the inconvenience I have applied a $courtesy credit onto your account If you are unable to view your Cox bill online and/or receive your December statement in the mail, please feel free to contact me, directly, regarding this matter 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] Tell us why here

Mr [redacted] service concerns were reported to the Cox Corporate relations team in February Beyond that time, Cox made efforts to address and resolve his concerns by completing service calls; six technicians visited Mr [redacted] home between February and June to assess and review his reported service issues, replacing his Internet modem and issuing over $in credits to his account During the most recent service call on June 2, a Cox field technician and Cox field supervisor performed a thorough review and tested Mr [redacted] services using Cox equipmentThe tests proved that service levels were within the proper range and service delivery was within proper specificationsCox believes to have provided Mr [redacted] with satisfactory education and support within the preceding monthsWe apologize for any frustration he may have endured and appreciate the opportunity to provide a final resolution to the matter

Dear [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 quoted rates In reviewing your account, it appears that you have disconnected your video service which breaks the product bundle Your current rate for telephone and internet is $ If you would like to reinstate the level of video service that you previously subscribed to, I will be sure that you’re billed at the rate that you were quoted for 12-months [redacted] please accept our apologies for the inconvenience this has caused you and your company 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]

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 resolvedI would like to extend our heartfelt gratitude to Revdex.com for the immediate action in helping us get a favorable response from the business we are complaining about This is the first time I have filed a complaint via Revdex.com and having experienced helplessness, frustration and anxiety going through several layers of front line customer service, it was such a big relief to us having received this positive response from the management of Cox More power to Revdex.com and special mention to Mr [redacted] Regards, [redacted]

Dear Ms***, Thank you for allowing Cox the opportunity to serve you We are in receipt of your complaint letter filed with the Revdex.com in regards to experience in cancelling service We would like to apologize for the extensive wait time and thank you for bringing your concerns to our attention I have shared your complaint letter with the organizations within Cox that are responsible for monitoring our automated system and hold times All customers are equally valuable and should share the same experience whether upgrading or disconnecting service Again, thank you for bringing your concerns to our attention I am available for any additional feedback you may have My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

We are sorry to hear that our customer has concerns regarding a payment made to restore their servicesUpon receipt of our customers concerns we reviewed our customers account and see that there was an error made when the payment was taken Upon discovery of the error we refunded the disputed amount back to our customer’s finical institutionDue to the varying times that finical institution post refunds we are only able to give customers estimates of times that funds will be made available by their finical institutionWe understand that our customers refund taking a longer time to be refunded caused an inconvenience Our agents issued a $courtesy adjustment to our customers account on May for the inconvenience At this time we are unable to justify issuing any additional adjustments to our customers account, as the balance was a balance dueOur customers Executive Escalations Team member attempted unsuccessfully on three occasions to reach our customer by phone, however they were unable to leave a voicemail due to our customer’s voicemail box not being set up We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience Sincerely Cox Communications Executive Escalations Team SE Tell us why here

The bill in question is for [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. Regards, [redacted]

We are sorry to hear that our customer is experiencing issues with getting services established.Upon receipt of our customers concerns we have forwarded our customers concerns to our Cox Business Leadership team and someone will be reaching out to our customer within the next hours to address our customers concerns.We will ensure to update the Revdex.com once we have spoken with our customer and developed an action plan to ensure that all of our customers concerns are addressed.We thank our customer for bringing their concerns to our attention and for being a Valued Cox CustomerSincerely Executive Escalations SeCox Communications

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 [Provide details of why you are not satisfied with this resolution.] Regards, [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 Our records show you were charged a tech visit fee of $on November 15, However on December 12, Cox applied a toward the tech visit fee The credit adjustment of $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] Tell us why here

At Cox Communications our Customer Satisfaction is our number one goal. When... researching the customer’s account we found no mention of any promises of a gift card, or campaigns that were added that would qualify the customer for a gift card. We do acknowledge that our customer called in June to see if she qualified for the gift card, and our agents explained to her at that time she does not. We apologize for any misinformation or miscommunication that occurred regarding a free phone with install. Free phones are only given to customers who self-install their services, due to they do not use the jacks in the home.Looking at the equipment that the customer had on the account we see the customer subscribed to our Contour services. Our Contour service requires special boxes, which are the newest boxes that we have currently to date.We have also have reviewed the account for calls regarding service issues with the services. We have found that our former customer called in on July 20 reporting issues with VOD, our technical support team sent signals to the box which resolved the issue. We compensated the customer $10.00 for the inconvenience, while the customer actually pays $3.84 per day for the cable services. We know that by sending the signal this did resolve the issue because the customer then ordered an On Demand movie. If our customer had any issues beyond this point with the services, we were not notified, so we did not have an opportunity to repair any unresolved issues. While it is true that we bill our services a month in advance our former customer has not made a payment on the account since 06/23. The balance on the account is correct at this time, and there are no additional credits that are due on the account.We thank our customer for bringing their concerns to our attention, and hope that we will be their choice in the future. Thanks [redacted] Executive Escalations Representative

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11314523, and find that this resolution is satisfactory to me Regards, [redacted]

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 through the Revdex.com and would like to respond accordingly Our records show that you contacted our customer service team on February 11, to dispute the rate of your services At that time, you were informed of the price change that was effective February 1, It appears that our customer service team was able to add discounts to your service for 12-months The discounts that were added are the most aggressive offers available to our customers Unfortunately, the previous promotions that you were able to take advantage of are no longer available Our records also show that a technician was sent to your home on April 22, responding to multiple service issues that were reported to our technical support staff The technician determined that there is an issue within the plant that services your area Your address has been referred to our maintenance department with an estimated response time of 48-hours I have issued a credit to your account in the amount of $ This amount is equivalent to 1-month of all service credit You reference in your complaint letter that you were previously offered credit that was not applied to your account I do not show record of any adjustments issued prior to the one that has been applied today It would be my pleasure to honor any previous credits that may have been offered to you Please contact me directly if you would like to discuss further Respectfully, [redacted] Office of the General Manager Cox Communications, [redacted]

We are sorry to hear that our customer experienced issues with missing channelsUpon receipt of our customers concerns we reviewed our customer’s account and found there was an issue that affected our customer’s video services that is now resolved Our Executive Escalations Specialist reached out to our customer and provided our customer with their direct contact information and confirmed that all issues were resolvedOur Technical Support Team has issued our customer $in credits for issues they have experiencedWe thank our customer for bringing their concerns to our attention, and for any inconvenience caused by the issue with their services Sincerely, Cox Communications Executive Escalations Team SE Tell us why here

We apologize for the difficulty the customer has experienced with her account billing We have reviewed her concerns and show that the representative the customer was working with has thus far honored the agreement made to reduce the customer's monthly rate to $a month through to January The customer's account was adjusted on October 8th; days after her most recent statement printed and is the reason the customer received a balance showing a payment due over this amount She may remit payment for $for her October bill We have reached out to the customer to inform her that we will continue to honor this agreement for pricing at $through her January billing Thank you for your time and consideration Respectfully, [redacted] * Executive Resolutions Office of the General Manager Cox Communications, Southwest Region