Cox Communications

We are sorry to hear that our does not accept our resolution Our Customer Experience Team invites our customer to give us a call with any questions or concerns they may haveThis Team can be reached at 884-208-Monday through Saturday 9am – pm Central Standard TimeWe 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

While we understand our customers concerns and are sorry to hear that our customer finds our resoultion unacceptable, our position on this customers concerns has not changed

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 service I have conducted a thorough review of your account and have determined the following: Our records show that on June 10, 2015, you contacted our technical support team to report that you had no dial tone on your Cox phone after seeing a Cox technician working in the utility box At that time, your account was referred to our Telephony test desk We do not have record to support that your concern regarding the construction work done was forwarded to our construction team However, today I have done so On June 11, 2015, we sent a technician to your home to convert your phone service from a voice port to a EMTA (modem) This appeared to correct your phone issues On June 12, 2015, you contacted our technical support team to report issues with your internet service While troubleshooting, it appears that the call between you and our technical support staff was disconnected Notes on the account indicate that there were attempts to call you back however, the line remained busy On behalf of Cox, I would like to extend an apology to you for the inconvenience we have caused you If you are still experiencing technical issues, please feel free to contact me directly Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

We want to thank Mr [redacted] for taking the time to file his concern In receipt of this complaint, Cox contacted Mr [redacted] regarding the Tedford and Associates Cox Business account and has continued to work towards resolution on his concerns We believe Mr [redacted] is satisfied with our efforts to resolve this matter We apologize for any inconvenience causedThank you

Dear [redacted] , 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 customersMy apologies, our records show that you downgraded your internet service from preferred to essential internet on February 2, and not February 2, At that time, we were charging you a promotional rate of $for your essential internet service when the regular rate was $ The promotional discount of $expired on January 20, therefore there was a prorate charge of $that was applied toward your January 20, statement On March 3, there was a rate increase that took place in the California market Therefore your Essential data services went from $to $a month Fortunately, I was able to apply a 20% discount ($off) onto your Essential data services for months Your new monthly recurring charge is $Due to the error of my first response to your Revdex.com complaint regarding providing the wrong dates of downgrading your services, I have issued a month credit toward your Cox account The credit adjustment will reflect on your May 22, billing statementI 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 toll Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm

Initial Business Response / [redacted] (1000, 6, 2014/12/08) */ We have had the opportunity to speak with Mr [redacted] upon receipt of this concern and sincerely apologize for any inconvenience

Dear Ms***, 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 your rates I have conducted a thorough review of your account and have determined the following: Our records show that on July 10, you established Cox cable, internet and phone service You state in your complaint letter that you were quoted a monthly fee of $ This is your monthly rate prior to taxes and fees Cox would like to apologize if this was not explained to you As a result of your experience, we have applied a one-month service credit to your account in the amount of $ Again, we apologize 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 My office hours are 7:30am to 4:00pm, Monday through Friday Respectfully, [redacted] Office of the General Manager Cox Communications, California [redacted]

We were distressed to hear that the customer still had received her refund We contacted the customer directly and advised her that because the first refund check that was sent to the customer wasn’t located by a trace, we determined that it was lost in the mail and a new refund check was processed This check was mailed on November 3, 2014, and sent to the customer’s mailing address on file The client should receive her check in the next few days, if she has not already The customer expressed that also wanted interest on the refund amount, and we advised her that we have duly noted her request for the additional credit and passed it to our Accounting Team We sincerely regret the delay that customer experienced in receiving her refund check As a service oriented company, we never intend for any of our clients to be inconvenienced in any way We hope this information has been helpful to the Revdex.com Thank you [redacted] / Cox Communications Executive Offices

I called the cox communications internet services times, and ended up with dropped calls after complaining about the internet speed, I am paying $ for speed and getting only They wanted to send me a technician, not for free, which I refuse and we got disconnected somehowThey put a note that they called me back and they never did:((!!!

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.It's regrettable that Cox cares more about making a few extra bucks rather than being honest with their long term customersUnfortunately this is the consequence of holding a monopoly in the cable business for our area Regards, [redacted] ***

Hi, First and foremost, a supervisor from Technical Support sent my request to Executive Resolutions on September 14thI asked her if it would be to hours, and she said yesApparently, Executive Resolutions is ignoring my complaint

Revdex.com: I have reviewed the response made by the business in reference to complain [redacted] 3, and find that this resolution is satisfactory to me Sincerely, [redacted] Thankful for all of those people involved in resolving this matter .Im happy with the offer to replace the receiver if it does act up another time .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 belowi called [redacted] and left a message just a few minutes ago not resolved until she calls me back Regards, ***, ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11897091, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below After multiple attempts to reach Rasheem at the Cox Executive Customer Relations Team I was finally able to speak with him today regarding the response to my complaint Although, some network related issues in my area may have been resolved, I’m still experience only half of the advertised speeds of 50mbps The response also states that I have been issued customer adjustments but did not detail when this was applied I was advised previously that my account would be credited until the issues were resolved but instead I’m now hearing that I’ve been charged a reduced rate which is not what I agreed to I was told I’d also receive a $credit for when I was stood up but for some reason no one can explain why those funds are no longer there Rasheem insisted that he would have to schedule another technician to come out to check the lines yet again to be sure that the lines were properly installed in my home and this time it would be different because it would not be a contractor and he would answer directly to him and I wouldn’t have to fight on the phone for HOURS with various Cox representatives about the issues/billing However, it took over phone calls from me over the course of a week to reach Rasheem Everything Rasheem suggested has been suggested by multiple supervisors before him and each and every time the results were the same After explaining this to Rasheem, I compromised and agreed to allow a non-contractor to check the lines outside my homes for the proper connections provided I am notified hour in advance of their arrival and it’s at a time when I’m off work And, unless this tech can provide me with an explanation as to why they need to come into my home to do something other than what has already been done by multiple representatives from Cox on numerous occasions already, I did not want another intrusion into my home The problem has ALWAYS BEEN AT THE POLE but the only thing that Cox representatives ever want to do is send technician after technician after technician after technician to the check the lines INSIDE of my home for a problem rather than addressing the actual problem with the line AT THE POLE Had I not contacted the Revdex.com, nothing would have been done to increase the speeds to where they are currently.There is absolutely nothing more that can be seen/done/checked inside of my home that hasn’t already been seen/done/checked by numerous Cox technicians This simply appears to be the usual excuse to say if I don’t let another technician in then I’m not cooperating with them and absolves them from having to send a plant tech out to correct the problem AT THE POLE I am tired of the constant intrusions by strangers inside of my home who do absolutely nothing to resolve the issues and don’t feel that I should be inconvenienced again and again and again and again and again until I just give up and accept the slow speeds at the higher cost Regards, [redacted]

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 in regards to your recent install I have reviewed your account and would like to extend an apology for the inconvenience we may have caused you As a result of your experience, I have issued credit for all install fees billed to your account In addition, I have issued credit for 1-month of service which will reflect on your next billing statement Again, please accept our apologies for the level of service you have received while attempting to establish service 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]

We were sorry to hear that the customer is not satisfied with her monthly rate and billing We did attempt to reach the customer and discuss her concerns by phone, but were unsuccessful in reaching her The customer states in her correspondence to the Revdex.com that our company has misled her with the rates quoted to her Notes on the customer’s account indicate that our Care Center Team did explain that our bundled discount package does have a $“step up” pricing in place at the six month mark Our records also indicate that on September 30, 2014, our agent did offer and add an additional campaign to ensure the customer’s rate was kept at the approximate rate that she was charged in the past We apologize again that the customer is confused and unhappy about her rates The feedback that the client provided has been forwarded to our Marketing Team We realize that comments such as this are beneficial to our company, so we thank the Revdex.com for passing this information to us [redacted] /Cox Communications Executive Offices/ Arizona

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 belowI have spoken to countless managers about the situation to try and find resolution and if you even check the last notes he promised me $120/month is still better than what your billing meI switched over from amazing service of [redacted] to go through thisYour customer service has limited hours and I have spent countless hours of my time on the phoneYou record your phone calls, listen to the sales rep who sold me “the same services I had with ***”I mentioned the channels and what we have and he sold me on itWhen I called in I was just going to go with internet and do [redacted] As a customer I shouldn’t have to pay double from what I was sold by either a rep looking for commission or under trainedYou should honor what I was sold or refund all money paid for wasting my time trying to resolve and repair my flood 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 installed Cox Premiere internet services on November 13, Since you opted to install the services yourself – there is an automatic self-activation fee that was charged onto your account for $ However on December 2, 2016, I have credited the self-activation fee of $onto your Cox account The credit adjustment 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

August 22, We want to thank our customer for taking time from their busy schedule to bring their account issue to our attention The complaint that you filed was sent to our attention for research and resolution We are sorry to hear that our customer felt that they had no other recourse than to contact the Revdex.com to get their concern resolved We apologize for the poor customer experience that was encountered Hello Consumer, Thank you for affording us the opportunity to serve youWe have addressed your complaint This is the second complaint that we have received from the Revdex.comThe first one is Case Number***-***-***and was closed on March 10thOur response has not changed since FebruaryYour account was disconnected for non-paymentYou are responsible for the remaining balance 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 ###-###-####

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 I apologize on behalf of Cox that you do not feel valued as our customerDue to your inconveniences and recent experiences with us, I would like to take this opportunity to regain your faith in Cox Please contact me directly at so I can set you up with an appointment with my senior technician to come out to your residence to set up your [redacted] services and install a mini box at your upstairs TV Since we are also replacing your existing box, please ensure you watch all your recordings before we replace your existing box I will also waive the installation fee when my technician comes out to your residence I look forward to hearing from you 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] [redacted] toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm