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 through the Revdex.com I have researched your complaint and account and have determined the following: Our records show that on November 2, you signed up for Cox cable and internet service At that time, you were offered free HBO for 6-months On December 17, you added Cox Digital telephone service You also took advantage of our $off for 12-month promotion On February 1, Cox implemented a rate change which increased the rate of your services As a result, you continued to receive $off of the new rate This discount will expire on December 16, On May 1, your HBO promotion expired and your monthly rate increased by $ Mr [redacted] , our records do not show that you were locked into a monthly rate and/or a contract Based on this information, Cox has confirmed that your account has been accurately billed for the level of service you subscribe to Please accept our apologies 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]

Dear [redacted] , Cox Communications (Cox) is in receipt of your second “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 customersIt was a great pleasure speaking with you on May 5, Per our phone conversation, you have agreed to provide me a copy of your Cox receipt regarding the returned Cox equipment(s) including the modem you purchased I received a copy of your receipt on May 9, and I have submitted it to the retail Manager for research Once I hear back from the Manager, I will give you call over the phone, with our findingsI have also agreed to credit the two self-activation fees that were charged onto your Cox account The credit adjustments will reflect on your next billing statement Plus, I have applied a couple of additional discounts onto your account for months to assist with lowering your monthly recurring charges 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 FridayBest Regards, COX --------------------------------------------------------------------------------...⇄ [redacted] ***), Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm

Dear Mr***, 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 former Cox account I have reviewed the details of your complaint and have determined the following: As per your request, Cox has prorated your services to the rate that you state you were quotedAs a result, an adjustment of $has been applied to your account This credit will be reversed back on to the American Express card you used to make your payments with Mr***, Please accept our apologies for the inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your former 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, 5, 2014/05/08) */ We have spoken to Mr [redacted] regarding this concern and believe he is satisfied with our efforts to resolve this matterWe sincerely apologize for any inconvenience causedShould he have any further questions or concerns, he may reach us at [redacted] and we'll be happy to assistThank you

Dear Mr [redacted] , Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs I have reviewed your complaint and your account and have determined the fol1owing: Our records show that you have disconnected your account Cox would like to apologize for the misinformation that was provided to you in regards to the rates that you would be billed As a result of our day money back guarantee, I have credited all charges billed to your account after the install In addition, I have issued a credit towards the deposit of $that you paid prior to establishing services I have submitted a request to have the refund expedited Please allow 2-weeks (as opposed to 4-weeks) to receive the refund of your deposit Cox would like to apologize for your experience and are disheartened to learn that this has caused you to disconnect your services I am available for any additional question and/or concerns you may have regarding your former Cox account Respectfully, [redacted] Office of the General Manager Cox Communications, [redacted]

Initial Business Response / [redacted] (1000, 8, 2014/11/24) */ We sincerely apologize for any inconvenienceWe have had the opportunity to work with Ms [redacted] upon receipt of concern to address the matters

Dear Mr [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 on April 5, a credit card payment of $was applied onto your Cox account in error The payment was removed from your account on April 6, and applied to the correct account As a company, if our customer provides a proof of payment and was applied onto a different account, in error, we are obligated to correct the misapplied payment and apply it to the correct account Per your desired settlement from your complaint to the Revdex.com, you are requesting for $reimbursement We apologize and will have to decline your requestUnfortunately, there is no valid reason for Cox to apply a $reimbursement to you or onto your Cox account 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] Office of the Regional Manager Executive Customer Resolutions Specialist, California toll Federal BlvdSan Diego, CA Monday through Friday, 8:00am-4:30pm

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 addressed to the Revdex.com in regards to your experience with our service Cox has made many provisions to allow you to bypass our customer service team and work directly with our executive office My understanding is that you have direct contact information for our Vice President of Field Service, [redacted] and have had his information for several years Mr [redacted] , there are also notes on your account that indicate that you will only speak with a Director or above Unfortunately, Cox is not able to honor this request each time that you contact us A recent review of your account indicates that you contacted our Corporate office in Atlanta on October 20, to report issues with the level of customer service you received in trying to troubleshoot your cable card At that time, you were referred back to the local office Per your request, you did not want to speak with the Executive Resolutions Specialists and therefore you were contacted by the Manager, [redacted] Prior to this Revdex.com complaint, October 20, was the last contact we had from you Prior to that was May 6, Mr [redacted] , we apologize if you feel that we do not care about the level of service we provide our customers Cox prides itself on customer service and it disheartens us to know that we may have failed you I am available for any additional feedback you may have on how we may better serve you Respectfully, [redacted] Executive Office of the Regional 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 belowHi ***, I do have the latest statement of Oct 1st, after reviewing it I do see that they credited the $99, then they proceeded to charge me AGAIN for two months of this serviceSo actually they only credited part of this feeI've attached the statement for your review I really appreciate your assistance with this matter Thank you, Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11899510, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below Hello:I am still having connection issues with business internet with COXGoing to business internet did not resolve the issue of the connectivity problemsA tech has created a ticket for you all to come out and fix the connection problem between the outside pole and my apartment, How much longer will this continue to go on?Ticket # ESR00000228881z (or 12)created January 20, Regards, [redacted] ***

At this time, there isn’t anything further I can assist Mr [redacted] with Unfortunately, I do not have the capacity to continue calling Mr [redacted] throughout the day until his line is not busy or he is available As mentioned in our previous response, if Mr [redacted] is having billing or service issues, he may contact our customer and/or technical service team The Executive office does not have the tools available to assist as our frontline employees doIf Mr [redacted] chooses not to contact our customer service and/or technical team, we will consider his concern(s) resolvedPlease let me know if you need anything further from me

November 6, We want to thank our customer for taking time from her busy schedule to bring her account issue to our attention The complaint that she filed was sent to our attention for research and resolution We are sorry to hear that our customer felt that he had no other recourse than to contact the Revdex.com to get her concern resolved We apologize for the poor customer experience that she encountered Hello Consumer, Thank you for affording us the opportunity to serve youWe have addressed your complaint and agreed that your internet problem is resolved After speaking to me on November 6, you advised me that we have resolved your technical problemsAfter reviewing your account we agreed to credit your account for the months your services were affectedI removed your CSPP and the service call that was charged to youThe credit amounts were $for the service call and for the months of servicesI also agreed to lower your monthly rate from $per down to per month for months for a total savings of $over the next year I also offered you a free modem router gateway from cox which retails for $Unfortunately, you decline choosing to keep the current equipment you have Please allow me to reassure you that we have addressed all of your concerns 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 ###-###-####

face="Calibri">Dear Mr [redacted] , Cox would like to take the opportunity to address your complaint letter with the Revdex.com as we have addressed with your complaint to the FCC Our records show that you contacted our Cox technical support on September 5th and 6th to report slow speeds It was explained to you that your personal modem (not a Cox rental), needed to be upgraded in order to achieve the advertised speeds for the Preferred internet that you subscribe to (Mbps down Mbps up) Mr***, our records show that you have had the same modem on your account since your internet install on 4/28/ In addition, prior to your complaint letters, your last data trouble call was 8/6/when the drop (outside cable) was replaced As mentioned in our response to the FCC, I personally left you messages to return my call If/when you return my call, I will arrange for a technician to go out with a test modem to validate our recommendation of a new modem purchase Please let me know if you need any additional information Respectfully,

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 [redacted] and I left two messages for her, she hasn't answered her phone, or given me a call back as she states on her phone message that she does within one business daySo I am going to include the Information that she asked for, however in the Original complaint I added the info she asked forI will also give her the email address of the place I purchased my cable from and the receipt I received from them after signing up the Promotion code on the site is [redacted] *-- original code that was there on the day I ordered [redacted] *-- the code that is currently on the site for the same deal the website I signed up at is [redacted] to get the offer I'm disputing you must put in an address to see cable deals in your area, so as to not give identifiable info I will give an address to a place in my apartment complex but not my own [redacted] as the address [redacted] as the apartment number *** as the zip code Once you have input this information scroll down the page till you see a selection Silver Bundle with yr PLG Services : Advanced TV 170+ channels including ESPN, A&E, TNT and more Internet Premier Up to Mbps Download speeds Phone Essential Unlimited local calling and features including Call Waiting and Caller ID Plan Details Included Promotions: (after marebate) FREE Professional Installation HBO & Cinemax included at no extra charge Add Starz at no extra charge for months Early termination fee applies Promotion Details $a month for months now you have seen the deal I signed up for after signing up and calling the number on the receipt page below I had cable service yet my bill does not reflect the plan I signed up for I included this extra Information as a precaution of [redacted] Saying to me,"I'm sorry as I cannot look on the web as I have limited internet access." to clarify she did not say this to me yet however the other two cable guys I've talked to told me this statement We just want the deal we signed up for, when we called in to complain about the bill I was told this plan doesn't exist and that it must be another plan they offer for or a month I want to note at the bottom of the receipt from them it states to inform your friends of this dealI'm not sure why they"cox" would dispute my claim or make it this harder to get to the bottom of my dispute because with my math the bills off by only about dollars My issue is once they decide my deal doesn't exist, which it does, all of a sudden the contract I entered into with COX is open to be changed by them without my knowledge And as a consumer I'd like to get what I paid for ***, Thank You for Your Cox Order! You’re almost done! Please follow the steps below to finish your service installation Next Steps: Call [redacted] to Schedule Your Service Installation (required) Thank you for choosing Cox Communications as your service providerYour service and installation requests are being processedImportant notifications regarding your order will be communicated as the status of your order is updatedTo schedule your service installation call [redacted] For all other questions call [redacted] A Cox agent is ready to take your call from Mon–Fri (8am-8pm) PST & Sat (9am–6pm) PST ORDER SUMMARY Order Number: [redacted] Services Ordered: Silver Bundle with yr PLG • Advanced TV • High Speed Internet • Phone Essential Pricing Information: Price Promotion: $a month for months Price After Promotion: $(Monthly) Prices do not include any additional equipment, taxes and/or local service fees Ancillary Products: • HD Receiver - $(Monthly) • Rent Dual-Band WiFi Modem from Cox - $(Monthly) • Published name and number in only - $(Monthly) Service Address: [redacted] Send Your Friends this Deal Tell your friends about this deal from Cox by forwarding this link: [redacted] Thank you for choosing Cox as your service provider! Sincerely, Customer Service [redacted] Please do not respond to this emailThis is an automatically generated email and we will not receive your response Thank you for your time] Regards, [redacted]

Dear Mr [redacted] , Thank you for taking the time to briefly speak with me in regards to your Revdex.com complaint I have reviewed your Cox account and have determined the following: Our records show that on October 16, you agreed to our Cox bundle package for $per month (not including taxes, fees and equipment rental) This bundle included “Advanced” cable and Essential internet In review of your account, it appears that you subscribe to services outside of what is included in the $bundle Our records show that you subscribe to a higher tier of internet (Preferred) as well as premium cable channels (HBO and Showtime) These additional services increased your monthly recurring charges by $ Again, this rate does not include the equipment rental fee of $ Although Cox is accurately billing you for the level of service that you subscribe, you have been provided with goodwill credits totaling $in hopes of restoring your faith in us Mr [redacted] , Cox would like to apologize if these additional charges were not explained to you at the time of install We will share this with the appropriate organizations within Cox that are responsible for ensuring our customers are provided detailed information to assist with their buying choices You also state in your complaint letter that you are experiencing technical issues with your cable service As you stated the boxes have been exchanged multiple times If you would like, we can have a member of our field service staff come to your home to thoroughly troubleshoot your service concern Based on this information, it does not appear that there is a billing error You may contact me directly with any additional questions and/or concerns regarding your Cox account Respectfully, [redacted] Executive Office of the Regional 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 belowCondensed from complaint [redacted] I googled Cox InternetUnder the official Cox.com section, advertisement was "Internet- Mbps $14.00/moIt was a stand alone line with bundle pricing listed belowI hit the call feature which connected me directly with CoxThe salesperson said they were unable to see that specific pricingAfter a discussion I was encouraged to order the service and talk to customer service about the pricingI ordered the service (but only Mbps which seems to be significantly slower than my Mbps I had at my previous residence in IN at $39.99) on October I contacted Cox CS online on Oct They responded on Oct and I re-responded also on Oct including an attachment of the pricingThey stated that they were unable to view attachment due to internet security/safety- which is ironic since they promote and advertise the safest email as a productThey gave me a telephone number to callI did so and reached OrlandoHe stated he COULD receive attachments so I sent it to himThe next day I sent a follow up- No answerI sent another message to online CS and they gave me the numberI reiterated that I called the number and had no luck and they messaged back and said to ask for a supervisorToday I did that and spoke to [redacted] She was unable to see the price/help so she connected me to [redacted] in loyaltyHe states that there isn't such a promotionI explained the entire history and he, along with [redacted] before, stated they could look at pricing but it would not be near that priceI continue to have a copy of the ad along with my correspondence electronicallyMy telephonic responses were to Orlando 10/19, Angie, [redacted] and [redacted] 10/Filed Revdex.comThey contacted Cox againI received message from Sylvia asking me to email the adI did on 11/and left a VM telling herI received a response stating she was outShe has not respondedRevdex.com closed out my account listed above because of week lapseSo refilingAt this point, I no longer request getting the service at that price because this week after going without internet I have service from another providerI would like Revdex.com to have record of this and would be happy to forward the email sent to Orlando and [redacted] containing the ad as well as a refund for my services that I received at a much higher price than anticipated Regards, [redacted] ***

We are sorry to hear that our customer has concerns with additional outlets not working after a recent technician visitUpon receipt of our customers concerns we reviewed our customers account and found that our customers assigned Executive Escalations Team Member has worked with them to have someone come out and ensure that all outlets are working to our customers satisfactionOur Executive Escalations Team Member has confirmed that our customer is happy with the actions taken, and has his direct contact information should they have any additional questions or concerns We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused Sincerely, Executive Escalations SE Cox Communications

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 Cox service I have conducted a thorough review of your account and have determined the following: Our records show that on July 24, you took advantage of our video promotion that provided 40% off of your video service for months 1-and 20% of for months 13- In addition, you were receiving 50% off of your internet for 12-months (July 24, 2013- July 23, 2014) Since two of the campaigns expired/changed in your monthly rate increased These campaigns are an incentive to our valued customers and not designed to offer an indefinite modified rate In regards to the level of internet that we provide, Cox provides the following internet options to its customers This can also be found on our website at www.cox.com Starter - Up to MBPS/ KPS $ Essential Up to MBPS/ MBPS $ Preferred Up to MBPS/ 5MBPS $ Premier Up to 50MBPS/MBPS $(With Docsis modem) or MBPS/ MBPS (With Docsis 2.0) Ultimate Up to MBPS / MBPS $ Again, thank you for allowing Cox the opportunity to serve your communication needs You may contact me directly with any additional questions and/or concerns 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 ###-###-####

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 Thank you for providing the correct service address that your are disputing at [redacted] *** Our records show the balance of $is owed to Cox The following charges owed to Cox are as follows: $ Service Period April 11, through May 10, $ Unreturned Cox equipment $ Unreturned Cox equipment $ Unreturned Cox equipment $ Grand total Our records show that you had a dispute with your roommate regarding the missing Cox equipment At that time we have advised you to file a police report regarding the missing Cox equipment If you have filed a police report, please provide Cox a copy of the report so we can waive the equipment charges 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, [redacted] [redacted] Tell us why here

Dear [redacted] ***, Roman">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 In reviewing your Cox account your services were non-pay disconnected on March 7, due to non-paymentOur records show that you did not call into Cox to disconnect your services Therefore the unpaid balance of $is for services rendered from December 17, through March 7, On March 23, your account was assigned to a third party collection agency since Cox was unable to collect the debt 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] , Office of the Regional Manager Executive Customer Resolutions Specialist, California [redacted] Tell us why here