Cox Communications

Initial Business Response / [redacted] (1000, 5, 2014/10/06) */ We want to thank Mr[redacted] for taking the time to file his concernWe attempted to reach Mr [redacted] by telephone and email but have not had the opportunity to speak with himWe would be happy to schedule a service call to investigate the service issueHe may reach the contact provided to him via email or he may reach tech support 24/at [redacted] for assistance with scheduling thisThank you

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 We have conducted a thorough review of your account and have determined the following: Our records show that we have received trouble reports from you this year in which were canceled prior to the technician coming out Prior to these trouble reports, the last report was December 16, You state in your complaint letter that you are requesting reimbursement for payments made within the last 12-months Based on your account, history, we must respectfully deny this request However, as a good faith gesture, Cox has applied months service credit to your account totaling $ This adjustment will reflect on your next billing statement Please accept our apologies for the inconvenience we may have caused you and your family 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 ###-###-####

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 This response is not accurateThe rep told me 100mb and even had me request a tech to come out because I was not receiving 100mbI am honestly pretty shocked by cox's response and saddened to hear that cox does not wish to put their customers first in this situationI will need to alert the DA's office of cox's inability to honor their advertised priceVery unfortunate indeed Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: I was emailed the signed agreement twice and I have spoken with the Cox representative Their attempts were not unsuccessful It is still my opinion that the phone agent should have advised of the contract term as well as the technician The contract is also vague regarding what amount will be charged as an early termination fee I did not cancel my service My service was interrupted due to a delinquent payment, which was later made Cox terminated my service without any warning There was no communication about terminating that service and what the implications would be I've been a customer with Cox a lot longer than the years that they show I've been a customer for over (part with my ex-husband and other remaining by myself) Waiving the termination fee is the least that can be done but since there is no concern on the part of Cox, I will gladly no longer continue my relationship with them Sincerely, [redacted] ***

We are sorry to hear that our customer is experiencing issues with their services Upon receipt of our customers concerns we have reviewed our customer’s account and found that our customer confirmed through voicemail on January 23, that all service issues were resolved We see that since that time our customer has called back into technical support for further assistance Our Executive Escalations Team Member reached out to our customer again today and invited our customer to return their call When reviewing the account we see that our customer has a service visit scheduled today between 5-; we will ensure that our Field Escalations Team is aware and assists with our customers visit on todayWe thank our customer for bringing their concerns to our attention, and for being a Valued Cox Customer We invite our customer to reach out directly to their assigned Executive Escalations Team Member Sincerely Cox Communications Executive Escalations Team SE Tell us why here

We want to thank [redacted] for taking the time to file his concernIn receipt of this complaint, Cox spoke with [redacted] and we believe he is satisfied with our efforts to resolve this matterWe sincerely apologize for any inconvenience causedThank you

Complaint: [redacted] I am rejecting this response because: I have spoken with James at COX Communications about this issueThere is NO resolution as of yet, nor does it look like there will be any resolution through JamesHe, representing COX is not taking responsibility for the problemHE states that it is MY machine, and the problem is on MY endThis is completely false, and upsetting! I'm not sure who "we" is that thinks that I am satisfied with NOT having my service but they are mistaken I would actually like to request someone other than James to handle the issue from here on outSomeone that is going to look at the data, see the problem (which is current and well documented) and then to offer a solution Thank you Sincerely, [redacted] ***

Dear [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 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 The credit of $was applied onto your Cox account on August 2, You should be able to view the $credit adjustment online [redacted] , you expressed on your initial complaint to the Revdex.com that you were quoted $per month if you added cable services You also stated that you have PDF copies of the order confirmation Can you please forward the PDF files so I can research and see why were not able to honor the quoted price? 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

We are sorry to hear that our customer has concerns with intermittent service issuesUpon receipt of our customers concerns we reviewed the account, and scheduled for our escalation technician to review our customers concerns Our escalation technician found some network related issues that we are resolving Our customer has our Escalations Technicians direct contact information should they have any additional questions or concerns We thank our customer for bringing their concerns to our attention, and for being a valued cox customer Sincerely Executive Escalations SE Cox Communications Tell us why here

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.--------------------------------------------------------------------------...⇄ Hello, [redacted] Thanks for your replyAs I stated in the previous message, the refund issue with Cox involves both our old and new Cox accountsThe total refund therefor has two parts: $= $109.99(old) + $33(new)A family number is the holder of the old accountI am the holder of the new accountI filed this complaint to deal with the tangled issues togetherI am not sure whether I understand your reply correctlyDo you suggest that my family member(old account holder) should filed a new complaint as well? Thanks Regards, [redacted] ***

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 7/18/and assigned the complaint ID of [redacted] After an investigation into this matter we have determined that the equipment in question was shipped to our customer as intended, however it was never provisioned on the account Since there is no record of the equipment being activated or installed we have removed the serial number from the account and placed the equipment into a lost statusOur customer has no further responsibility for the equipment in question The unreturned equipment charge has been removed from the account and the information provided to the third party collections agency has been recalled Please understand these actions can take up to days to be reflected in our records We apologize for the circumstance that led to this complaint and hope this matter has been resolved to our customer’s satisfaction Sincerely, Cox Communications Executive Resolution Team

We are sorry to hear that our customer is reporting issues with pings during peak hours. Upon receipt of our customers concerns our customers assigned Executive Escalations Team Member reached out to our customer. Our Executive Escalations Team Member explained to our customer while... gaming systems are not supported by us here at Cox, we want to do everything that we can to address our customers concerns. We have scheduled for our field service team to take a look at our customers concerns on Monday August, 14, 2017 between 5 and 7pm. Our customers assigned Executive Escalations Team Member will follow up with our customer after their appointment to go over the results of our visit. We look forward to working with our customer regarding their concerns, and appreciate the unique opportunity to serve our customer through this avenue. Sincerely, Cox Communications Executive Escalations Team SE Tell us why here...

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 am not satisfied with Cox's response as they have resent me the statements that I have already received that are not accurate. I had asked in my BBB complaint and Cox Communications for an updated statement that shows what they were saying on the phone so I could have the same information as they do. Nothing has been resolved which is why I originally filed a complaint with BBB. I have paid the balance that they requested and online it shows a different amount then what was shared in their response. So, once again, there is a conflict with what is being said and what is written. I had also requested that my due date be changed to the first of the month rather than the middle of the month to ensure that Cox Communications will not be overcharging me when I have NOT missed any payments. Their negligence in updating what has actually transpired after speaking with multiple individuals is still not reflective in the billing statements. This is why I do not feel that my complaint has been resolved. 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 Regards, [redacted] Dear [redacted] , Thank you for your response to my complaintHowever, my complaints were not addressed in your responseAlthough you summarized my bill, there were many items that were not addressed I was promised that my bill would not change for yearsI was not explained that cox will be dropping my discounts and that my bill will changeI pay over $more per month on my bill due to the dropped discounts which was not explained to me when I signed upI was also told that my alarm equipment would not exceed $and that my installs would be freeI was charged more than what was promisedI am asking cox to abide by what was promised to me and refund the charges that I already paid forI also asked cox for a manager to call me and explain all the charges line by lineThe bill and the sales tactics from cox were full of "smoke and mirrors"Please let me know if cox will stand by their sales practice and explain all the buried charges that confuse consumers on their billsSincerely [redacted]

Dear Revdex.com: Cox Communications Executive Customer Relations team responds to Revdex.com case # [redacted] We have addressed our customer concerns as stated in the information provided to your officeFirst, the rate difference was due to an ancillary discount on the account that expired raising the monthly rate $We advised our customer of this and offered another ancillary discount which brought the customer's monthly bill rate to $for a month periodRegarding the internet issue, we suggested a service appointment /or assistance via our technical support phone team prior to changing out the modem as the customer informed usOur customer indicated that they would consider that and would phone at their convenience and make that determinationFinally, we explained the difference between a bundle discount offer and our Price Lock Guarantee (PLG) A PLG covers the customer from an overall company rate increase for the time line of months and this includes an Early Termination FeeThe bundle promotional discount is for a period of months and once it expires the customer would need to renew if they wish We believe we have assisted our customer and if our customer needs additional assistance or clarification pertaining to this matter, the supervisor provided their direct contact information Thank you, The Executive Customer Resolution team

Dear Ms [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 First and foremost I apologize that you are having ongoing issues with your internet service On August 4, I contacted you at [redacted] and left a voicemail message I would like to schedule for a Cox technician to come out to your residence, at your convenience, to trouble shoot the ongoing issue If you would like to proceed with this offer, please contact me directly at [redacted] Please be assured that you will not be charged for the tech visit appointment 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, [redacted] [redacted] Tell us why here

Dear Mr. ***, Thank you for allowing Cox the... opportunity to serve your communication needs. We are receipt of your complaint letter filed with the RevDex.com in regards to your recent install. On behalf of the Cox organization, I would like to extend an apology to you for your recent experience. We have shared your concerns with the organizations within Cox that are responsible for ensuring that our customers are provided with accurate information. It disheartens us to know that misinformation has caused you to cancel your service. As a result of your experience, Cox has credited $206.28 towards your Cox account. This amount represents the payment you made in the amount of $177.86 as well as the services you were billed for. This credit will be issued in the form of a refund check within 3-4 weeks. Again Mr. ***, we apologize for your experience. I am available for any additional questions and/or concerns you may have regarding your Cox account. Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

RevDex.com: Please forward my letter to Ms. [redacted] , COX Communications, below. --------------------------------------------------------------------------------...⇄ 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 respond to the issue stated below and, if it does, will consider this complaint resolved. --------------------------------------------------------------------------------...⇄ Dear Ms. [redacted] , Thank you for your prompt response of February 25, 2015 to my complaint submitted on February 23. Just to set the record straight, I did not request paperless billing on November 24, 2014. Since online billing first became available years ago, my wife and I have refused to sign up or accept that type of service and, whether we are considered an anachronism or not, feel strongly that mailed statements have saved us time and grief over the years. Upon initiation of service with COX, on September 25, 2014, it was established that billing would be carried out by mail. As I recall, an unsolicited feature was the appearance of a "doomsday-clock-of-sorts" in our [redacted] online BillPay service that counted the days until the "trial" of paperless billing would end (60 days). I did not think it appropriate that COX and [redacted] had that kind of arrangement to "pop up" something into my [redacted] account service, but I had no way of stopping it. What I obviously did not know is that on "doomsday" the paperless billing would start, whether I wanted it or not. I consider that this software problem is abusive, and believe COX must correct it. Two mailed statements were missing, not just the January one which your representative provided by mail after my phone call of February 18. By the time that I made that phone call I had submitted two e-mails through your internal "Contact Us" system. Neither one was answered. This lack of response to written messages submitted through your company established system, and finding during my second phone call (on February 25) that my account was still on paperless billing motivated my complaint through the BBB. I accept your assertion that the statement option has been corrected to "mailed", rather than "paperless". Please follow-through with the issue of the lack of answer to customer e-mails. Respectfully, [redacted] ** [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 through the Revdex.com and would like to respond accordingly Our records show that the equipment in dispute has been placed in a "lost" status An adjustment of $was applied to your account on April 4, In addition, we have issued a credit of $for the two reconnect fees that you were charged These adjustments were not issued as a result of an error by Cox however, they were issued as a good faith gesture to maintain our relationship with you as our customer An additional one-month service credit has been issued as a result of your experience Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Office of the General Manager Cox Communications, California [redacted]

Dear [redacted] ***, Thank you for allowing Cox the opportunity to provide your communication needs We are in receipt of your complaint letter filed with the Revdex.com in regards to the equipment charge on your account As stated during our conversation today (October 21, 2015), although you have paid for the equipment, once it has been returned we will issue you a refund check in the amount of $ Please allow 4-weeks after returning the equipment to receive your refund check Also, I have updated your forwarding address to the address that is listed on your complaint letter Please accept our apologies for the misinformation that may have been provided to you I am available for any additional questions and/or concerns you may have regarding your former account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [redacted]