Cox Communications

We are sorry to hear that our customer is experiencing issues with their data servicesUpon receipt of our customers concerns our Field Service Escalation Team reached out to our customer and set up a time to review our customers concerns At the appointment time our Field Escalations Team was able to determine a Network issue that’s affecting our customer We immediately begin the process to repair our customers concerns The estimated time of resolution to our customers concerns is three to six weeks due to permits that are required; however we are committed to ensuring our customers concerns are addressed as quickly and efficiently as possibleWe have issued our customer an adjustment in the amount of $ for the issues our customer has experienced Our customer has their assigned Executive Escalations Team members direct contact information if they have any additional questions or concernsWe thank our customer for bringing their concerns to our attention and apologize for any inconvenience caused Sincerely Cox Communications Executive Escalations SE Tell us why here

September 13, [redacted] Complaint - Case # [redacted] - [redacted] We would like to thank the customer for taking the time to file his concerns regarding the billing of his account Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrationsThe customer agreed to a 24-month price lock guarantee (PLG) that would expire on June 27, It also carried a $early termination fee (ETF) that would decrease each monthThe bill the customer received for $included installation charges of $61.41, $in prorated service charges for internet and cable, $in charges that transferred from his previous account plus regular service charges of $for cable and internet plus $tax and an $late fee The customer was not charged for a modemSince payment was not received for the $balance it was added to the next month’s bill of $in monthly service charges, $tax, a $credit and an $late fee for a total due of $The account was disconnected for non-pay on August The final balance consists of $ETF, $for an unreturned HD/DVR and $in unpaid service charges Once the customer returns the HD/DVR the charge for that would be reversed The total balance owed is $ The installation charges have been credited leaving a final balance due of $It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank you [redacted] SrCustomer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Cox understands Mrs [redacted] frustrations with advertisements Cox high speed internet service provides access to the internet and includes free additional features Webmail is one of our free features included with our high speed internet subscription We offer our customer’s two ways to access our webmail service, classic webmail and enhanced webmail Enhanced webmail is an ad free option with more features Mrs [redacted] has spoken to multiple Cox representatives and they have informed Mrs [redacted] this is a free option available to her to avoid viewing advertisements I have also discussed this option with Mrs [redacted] and made her aware classic webmail does not allow customer to opt out of ads Mrs [redacted] has refused to use our enhanced webmail Cox has made her aware of the enhanced option; we will not permanently reduce the cost of her monthly service

Initial Business Response / [redacted] (1000, 5, 2014/08/06) */ We have spoken to Mr [redacted] on this concern and apologize for any frustration Initial Consumer Rebuttal / [redacted] (3000, 7, 2014/08/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) The apology is nice, but they do not indicate any follow up or changes to what I, and talking to others, deem deceptive pricing policiesNo where in their response do they explain or defend their policies They do not answer my complaint that they sell customers on a month price lock but your rate changes in months, Cox reasons there is a difference between base rate and discounts but I find that explanation lacking and borders on bait and switchThe company also explained the policy is found in the small print Considering their advertised price is lower than the "base price" they locked I am confused how this pricing model is acting in their customers best interest? Finally when I expressed my displeasure with the policy one of their customer service representatives transferred me to a call center in San Diego which is on a different system, so the person was unable to assist meWhen I inquired how I got to a call center in San Diego the Cox Customer Service rep explained it was done purposefully and he apologized that someone did thatThe San Diego rep then transferred me to someone in TulsaI find this customer service behavior severely lacking Final Business Response / [redacted] (4000, 9, 2014/08/12) */ On May 16, 2013, Mr [redacted] spoke to an agent over the phone when calling in to discuss switching service providersAt that time, the service and packages were discussed, and a special rate was offered and agreed upon, to retain business at comparable rate for what Mr [redacted] would find in new service with competitorsAt that time, the agent explained the monthly rate of $was only for months, the rate that would be locked in under Price Lock Guarantee was $ In addition to the information provided over the phone, the May statement provided information regarding the price lock guarantee as well as promotional discount, indicating the difference and noting both the price protected rate as well as rate billed under the short term promotional discountFinally, the Price Lock Guarantee disclaimer included with the statement indicates the terms of other promotional discounts and incentives The short term discounts are typically not offered to carry out for the lifetime of the account, rather to assist our customer's for a certain period of timeHowever, in attempt to work with Mr [redacted] have applied a new short term discount offering 40% off internet service for monthsThis special will remain effective until 2/7/when offer expires, raising monthly rate to the original lock in rate through 5/15/

Complaint: [redacted] I am rejecting this response because: Sincerely, I don't care about the excuses given For years I have used the cox communications e-mail without adds offering Asian women and without someone in yellow dancing offering Skittles I put up with this for a while before I filed a complaint, but since, in my opinion, the customer doesn't matter to this company I figured nothing would change and I was right [redacted]

Initial Business Response / [redacted] (1000, 12, 2014/05/06) */ We want to thank Ms [redacted] for taking the time to file her concernIn receipt of this complaint, we contacted her in an effort to investigate this matter, however she requested we make no further contact to her regarding this issue We sincerely apologize for any inconvenience causedShould she reconsider and wish to speak with us further on this, she may reach us at [redacted] and we'll be happy to assistThank you

We would like to thank the customer for taking the time to file her concerns regarding her installation and customer service experiencePlease let me begin with an apology for any inconvenience she experiencedWe certainly do not want to cause her any frustrations.I contacted the customer on 9/ and we discussed her situation and came to a resolutionDuring our discussion we came to an agreement regarding a refund that will be issued to her account for services she did not haveThis refund has been applied to her current billWe also discussed the feedback for our representatives and did provide the customer with a formal apology regarding the situationDue to privacy concerns we do not share information regarding our representatives and corrective action taken It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####.Thank You***Executive ResolutionsCox Communications

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 satisified with the resolution as I refuse to be called a "confused" customer I am a customer that you did NOT provide all the information to There was never anyone that stated "your rate will go up after months of signing an agreement for a year contract" Labeling your customers is unfortunate and unprofessional Cox has a monopoly and we are left to work with a company that is untruthful and does not disclose the information in full to its clients Regards, [redacted] ***

Cox spoke with Mr [redacted] and we believe he is satisfied with our efforts to resolve this matter We sincerely apologize for any inconvenience caused Thank you

Initial Business Response / [redacted] (1000, 8, 2014/10/20) */ We sincerely apologize for this issueWe attempted to reach Mr [redacted] but have not yet had the opportunity to speak with himWe will continue to try to reach him on this concernHe may also reach out to the contact provided to him via voicemailThank you

We would like to thank the customer for taking the time to file her concerns regarding her billing and customer service experiencePlease let me begin with an apology for any inconvenience she experiencedWe certainly do not want to cause her any frustrations.I contacted the customer on 9/25/ and we discussed her situation and came to a resolutionDuring our discussion we came to an agreement regarding a refund of $that will be issued to her accountThis refund has been applied to her current billWe also discussed the feedback for our representatives and did provide the customer with a formal apology regarding the situationDue to privacy concerns, we do not share information regarding our representatives and any action taken It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####.Thank You***Executive ResolutionsCox Communications

Initial Business Response / [redacted] (1000, 5, 2014/11/03) */ We want to thank Mr [redacted] for taking the time to file his concernIn receipt of this Revdex.com concern we attempted to reach Mr [redacted] but have not had to opportunity to speak with himOur records indicate he spoke with a representative on 10/in regards to this matter and it was verified at that time that on 10/30, $was reversed on his credit cardHe had a remaining credit balance on his account that was issued as a refund checkIf Mr [redacted] has any further questions or concerns, he may reach the contact provided on this form and we'll be happy to speak with himThank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12130589, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed My issues are not resolved, as I stated on the phone call To the point, they are sending someone to my estate to further investigate Until I receive something in writing that my service has been tested and I am receiving the service I am paying for, this issue will not be resolved Unfortunately, I did have to cancel the appointment due to a family matter I will be calling to reschedule when I will be able to be present during the assessment.
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Hi ***
I have left you a voicemail repeating my account number and providing the service address as requested as well as my telephone numberI expect a return call within hours as stated on your voicemail message
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11016179, and find that this resolution is satisfactory to me.
Regards,
*** ***

We are sorry to hear that our customer has concerns with their billingUpon receipt of our customers concerns we reviewed our customer’s account and found our Executive Escalations Team called and spoke with our customer on October 08, regarding a letter we received requesting for us to
disconnect their data services due to them having Cox Business Services. Our Executive Escalations Team reviewed the account at that time and processed a disconnection and backdated to August 17, 2012, which is the date our customer connected Cox Business ServicesOur customer called our Executive Escalations Team on October 10, requesting to reconnect their data services, due to being unable to use their Vonage telephone services with the Cox Business package they selected. Our Executive Escalations reconnected our customer’s data services, adding a six month free promotion for our customer’s loyalty and due to this being an added expense to have both services. Our Executive Escalations Team member explained to our customer that after the promotional period they would then be responsible for the monthly charge for both accounts. Our Executive Escalations Team member reached out to our customer today regarding his concerns. Our customer agrees that he in fact did not call to cancel the services, but was told we could see he has not used his data equipment. Our Executive Escalations Specialist explained to our customer that had the equipment to use the services, due to him having Cox telephone services, and there was no way to see usage from three years prior We explained that the adjustment that was offered was a courtesy adjustment offered due to us valuing our customer. Our customer declined the adjustment and explained that this was simply about the principal of the matter, and states that know he understands his concerns are addressedWe thank our customer for bringing their concerns to our attention, and for being a Valued Cox customer Sincerely, Cox Communications Executive Escalations Team SE

I want a refund of the router that has broken twice that I had to purchase from cox the router cost around $bucks if my memory serves me correctly
I'm aggravated with cox way of handling businessThey are gougeing prices because Att did not run fiber lines in the neighborhood like they were suppose to last yearThis means that cox has no competitor and they have a monopoly and are gouging pricesI had a price of for internet and now it have increase to and next year to just for internet! This is ridiculous I do not in live in isolated areaThey are offering bucks for gigabytes connections in areas where it is availed and it is times faster than my current internetI'm also not receive full mb per Sec, connections which I should beI also had to buy somewhere around a $dollar router from them which cannot be used with ***It hasn't worked properly from the beginning and I had to get it traded out after a few monthsI would like that refunded b

Dear Mr***
Thank 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 disputed amount of $1.76. I have conducted a thorough review of your account
and have determined the following:
Our records show that on April 10, you transferred your Cox service from *** *** ***. When services were disconnected at this address, you had a credit of $1.76. When activating services at your current address (*** *** ***), the credit balance was charged to the *** *** account and credited to your current address (*** ***)
Cox would like to apologize if this was not explained to you during your chat session. I have attached your final statement from *** *** and your first statement from *** *** for your reference.
I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
COX --------------------------------------------------------------------------------...⇄ *** Office of the Regional Manager
Executive Customer Resolutions Specialist, California
###-###-#### tel ###-###-#### cell
*** *** *** *** *** ** ***
Monday through Friday, 7:30am-4:00pm
*** *** *** * *** *** * ***
*** *** *** *** *** *** *** *** **

Dear Ms***,
Thank you for your interest in Cox Communications. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent interaction with
our sales team. I would like to extend an apology to you on behalf of Cox for the level of service you received and the inaccurate information provided
I have shared your feedback with the organizations within Cox that are responsible for ensuring that our customers are provided with the legendary customer care we have built our reputation on. It disheartens us to learn that you have experienced this level of service more than once
Ms***, we thank you for taking the time to provide us with details outlining your experience. We will use this as a coaching opportunity to ensure this does not happen to any future customers
I am available for any additional feedback or concerns you may have regarding our policies and procedures. My office hours are 7:30am to 4:00pm., Monday through Friday
Respectfully,
*** ** ***
Executive Office of the Regional Manager
Cox Communications, California
***

This is my 2nd complaint and is reoccurringI have attempted to contact L*** in the executive offices approxa month ago and have asked several representatives to get me in contact with her as she is the one that set my "seasonal" account with Cox and it isn't correct Now I am getting harassing phone calls from Cox and a threat to disconnect my service I need someone to contact asap as going through the 800# is virtually impossible to get anything resolved