Cox Communications

Initial Business Response / [redacted] (1000, 14, 2016/02/04) */ We want to thank Ms [redacted] for taking the time to file her concernCox spoke with Ms [redacted] on Janand we believe she is satisfied with our efforts to resolve this matterWe sincerely apologize for any inconvenience caused Thank you Initial Consumer Rebuttal / [redacted] (2000, 16, 2016/02/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cox is issuing a credit for the disputed chargeI appreciate their efforts to correct the problem

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11471981, and find that this resolution is satisfactory to me As of 6/8/at 11:PM, I do not currently see the $credit in my account, but I expect to see it soon and will follow up accordingly if it is not issued Regards, [redacted]

Initial Business Response / [redacted] (1000, 5, 2015/12/17) */ We want to thank Mr [redacted] for taking the time to file his concernWe sincerely apologize for any inconvenience causedWe confirmed that Mr [redacted] should receive his mailed rebate card within two weeksCox has spoken with Mr [redacted] on this matter and we believe he is satisfied with our efforts to resolve this matterShould he have any further questions or concerns on this, 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 [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear belowAs you can see she says that she says she called me ( but she did not) I work at home and I have no messages from her so she I guess calls and hangs up? Other people at cox cable have been able to call me for other reasons in the past + years I was recently disconected by mistake when I called about another issue and that person was able to call me back with out any problemsThe few times she did give me a phone number to call through the emails sent through the Revdex.com website < called and left a voice mail message the same day and day afterI think its funny that my own PHONE company does not know how to leave a message on my voice mail or they are dialing the wrong number This is not resolved ANd the reason why is she DOES NOT call me- my phone bill reflects that I do call them Another NEW issue is that they still bill me for TV service that I do not want, I returned the box about a month ago, and only want the basic plan and thats all I want I also want basic phone plan , no more unlimited long distance since I got a new LANDLINE with another company, I want to keep my BASIC phone service but no free long distance - I still use my home phone as a FAX LINE when its on Regards, ***, ***

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 It has been brought to our attention that Cox Business has made contact with you on April 28, regarding your complaint Our records show on April 18, the sales rep, [redacted] ***, applied a credit onto ***, LLC’s account for $ We apologize that we did not disconnect the internet service at the time you requested for it to be disconnected 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 [redacted] Federal BlvdSan Diego, CA Monday through Friday, 9:00am-5:30pm

A Cox technician repaired Ms [redacted] ' home security system on July 26, Cox had the opportunity to speak with Ms [redacted] to confirm resolution on 7/Cox believes that this concern is now satisfiedWe sincerely apologize for any inconvenience this may have cause and appreciate the opportunity to address the matters

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 belowCox has declined my request at a $refund, they were charging me for an internet speed that I discovered I was only receiving half of for at least a yearWhen I called they informed me they could only give me a month credit for the service I was paying for but not receivingThis was not an acceptable amount of refund considering it’s been much longer than months that they have been doing thisWhen the Internet Specialist was speaking with me about how my service was being cut in half due to an old modem, she acted like it was an accident that she told me about cutting the service once I started to question itI rent a Modem from Cox because they are supposed to exchange it out when new modems come out, I have been paying rental fees for an Old modem much over the actual cost of the Modem as wellIf cox cannot provide a $refund, what are they able to provide? 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***, On August 28th I received a collection notice from Cox Communications, stating my account is in collections due to a balance of $for months of service for cable servicesI only owe $for one month past due which is on the invoice received when their worker came & turned off the servicesFurthermore, I called in multiple times explaining to them I went through the same situation with the last payment I made to them which should show in their recordsI offered to send the equipment back to [redacted] from their 1800# and she informed me to keep it being that I could transfer servicesI have not lived at petree street since may and have documentation of that as well, so no cable has been used 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.They said they have made the correction and issued a credit but it has not shown up yet on a paper bill on on my website account.Thanks [redacted] 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 Every year for several years I have contacted your "loyalty department" and been given a discount which included the exact amount that I would be paying for one year, a lockamountI may be old; but I'm not senile and this year was no differentAs every previous time I was NOT told it was just a 20% discount; but a 20% discount and given the exact amount that I would be paying for the following yearYou continue to insult my intelligence and waste my timeIn all previous years I phoned, received the discount and went on with my lifeThis time I was totally taken aback when receiving a higher charge than promised which resulted in my calling your company, speaking first to a representative then his supervisor, then phoning the Revdex.com and finally filling in the complaint formWhile I am retired, my time is still valuable to me and you have caused me to waste considerable time and effort as well as unnecessary stressI WAS GIVEN THE EXACT AMOUNT THAT I WOULD BE PAYING, NOT JUST THE PERCENTAGE DISCOUNT! I think the least you could do is reimburse me for my wasted time and effort by crediting my account a reasonable amountThough your company takes advantage of its "semi-monopoly" status to extract higher prices and profits than would occur if there was true market competition, something our government fails to deal with/regulate, in the past I have always received, for the most part, excellent service; both in home repairs and when contacting your office, so this was completely unexpected I say "for the most part" because several years ago I had problems with static on my phoneSeveral times someone came to the houseSeveral times I had to wait at homeThe first one said it was one of my phones that was defective so I threw it out (I asked how a phone with receiver down could cause static on another phone; but he said I should trust him)The next one said it was one of the cords from phone to wallAnd so it went until the last repairman said there was absolutely nothing wrong with anything in my house; but I was in an old neighborhood with old wires on phone poles in the alley and he fixed itSo, I lost a perfectly good phone and many hours at staying at home; but they did arrive on time and were friendly, just incompetentThe final repairman had actually been with your company quite a few yearsI guess I should have complained then since the phone cost about $40; but I was just happy to finally get rid of the static From time to time I have re-experienced static; but your repairmen have gone up the ladder and fixed the old connections in the alley For the time being I will continue with your internet and phone services; but that could changeA number of my friends have discontinued cable TV (they simply purchased digital antenna) and gone with [redacted] Others are considering doing the sameIf you want to keep me as a loyal customer then you have to take responsibility for what happened, not try to insult my intelligence and memory with a claim that all I received was the 20% discount, not a lockrate Regards, [redacted] ***

Let me begin by thanking you for allowing *ox the opportunity to serve your *ommuni*ation needs We are in re*eipt of your *omplaint letter filed through the Revdex.com regarding the rates of your servi*e Our re*ords show that you initially installed internet servi*e on Mar*h 4, At that time, your monthly re*urring rate was $ Sin*e your install, *ox has in*reased its internet speed on several o**asions without in*reasing the monthly re*urring rate During our rate *hange in O*tober 2011, the level of internet servi*e that you subs*ribe to in*reased from $to $per month Our re*ords show that you then agreed to a 12-month *ampaign that provided you with a $dis*ount per month for 12-months This *ampaign expired in O*tober O*tober 2013, *ox *ustomer’s experien*ed another rate *hange As a result, the internet servi*e that you subs*ribe to in*reased from $to $per month This rate remained the same through our dis*onne*t date of June 30, All *ustomers are notified at least 30-days in advan*e prior to *ox implementing a rate *hange Our re*ords show that on July 17, you spoke with one of our *ustomer *are representatives in regards to your a**ount As a good faith gesture, they forgave the remaining balan*e of $by applying *redit Mr*., *ox would like to apologize if this was not explained to you I am available for any additional questions and/or *on*erns you may have regarding your *ox a**ount My offi*e hours are 7:30am to 4:00pm, Monday through Friday Respe*tfully, *OX

Dear [redacted] , 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 customersFirst and foremost, I apologize for your recent experience with attempting to get cable service with Cox Communications If you are interested in ordering cable services, again, please contact our Executive Escalations Team, directly, to ensure that you receive the services you are requesting Due to the inconvenience it appears we applied a 20% discount onto your internet services along with 35% off discount on your modem rental fee for months I have also issued a month credit toward your internet services of $in which it 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 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

Initial Business Response / [redacted] (1000, 5, 2014/08/26) */ Contact Name and Title: [redacted] , Exec Cust Res Sp Contact Phone: [redacted] We have received the concern and sincerely apologize for any inconvenienceWe have not had the opportunity to speak with Ms [redacted] through phone or e-mail We want to resolve this matter as quickly as possiblePlease contact [redacted] at [redacted] for direct assistance

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.The lady who handled our transition gave us mini-boxes, we did not need mini-boxes we have a Contour box for one TV so we do not think we need a mini-box for that TV But the other we have installed the mini-boxes & my husband had to make a special trip to return the other mini-box This has all been bumbled mess & at our expense We had to pick up the boxes, we had to install the boxes, we have to return the box because Cox employees have poor understanding of their own equipment, how it works & what to offer customers who already have a Contour box And to top it off, we were told it was everyone else's fault Cox needs to go digital The deal when I left was not just the free mini-boxes per year but a 20% discount for a year The way I read your response, you have forgotten the 20% discount for a year This is why I find your response unacceptable TV streaming is the way of the future, not mini boxes I have new TVs with streaming capabilitiessince our disappointing day with Cox at the Solutions Store, I am shopping for alternatives & the future is bright Cox's customer service use to be superior & that is why we have been a customer for eleven years As with the digital agethings are changing & sorry to tell you, Cox's customer service has changed too Regards, [redacted]

I have been Cox Communication customer for yearsMy bill is $per month including internet service, HBO, Showtime & CinemaxI got an offer from Direct TV that offers the exact same thing with a little bit slower internet service for $per month for two years I called the billing department of Cox Communication to cancel my serviceA young girl answered the phone and told me that if I cancel ShowTime, HBO and Cinemax she can give me a discount so my bill will be $including tax (Work Order Number: [redacted] )I accepted their offer to stay with them After few hours when I checked my email I found that the agent took my DVR service off as wellBasically she lied to meShe took all my premium Movie channels and my DVR service I had to call and spend more hour with another agent (***) and finally I got a different rate which was more than what the first agent gave meI think this is not the way that a company like Cox should treat their loyal customersIn many places this type of practices are considered fraudulent

Cox had the opportunity to speak with Ms [redacted] in receipt of this concern and believes to have provided a satisfactory resolution to the concernWe sincerely apologize for any inconvenience and appreciate the opportunity to address the matter

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint ID 11446599, and find that this resolution is satisfactory to me Regards, [redacted]

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 Our records show that you disconnected your Cox cable, internet, and Homelife services on August 17, At that time Cox charged you an early termination fee of $toward your Homelife services On August 30, 2016, the early termination fee of $and the Homelife activation fee of $was waived/credited onto your Cox account A credit adjustment of $has been applied onto your closed Cox account However, please be advised there is an outstanding balance of $that is still owed to CoxThe charges are for the following services Cable $ Service period July 29, thru August 17, Internet $ Service period July 29, thru August 17, Homelife $ Service period July 29, thru August 17, 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 Tell us why here

Initial Business Response / [redacted] (1000, 5, 2015/07/02) */ We want to thank Mr [redacted] for taking the time to file his concernWe apologize for any inconvenience causedIn receipt of this complaint, we attempted to reach Mr [redacted] by telephone but we have not had the opportunity to speak with himIn review of his account we received a similar concern from Mr [redacted] from our corporate office on June at which time a payment agreement was made as a courtesy in an effort to work with him and avoid service interruptionWhile a partial payment was received after this time, the full payment agreement was not made by the required date of 6/and the account remains past dueAt this time the past due amount will need to be paid in order for services to be restoredPlease note, accounts that are fully disconnected for nonpayment require payment of the full balance before reconnecting

We want to thank our customer for taking time from his busy schedule to bring his account issue to our attention The complaint that he 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 have his concern resolved We apologize for the poor customer experience that he encountered We reviewed our customer’s complaint and Cox account, when we received the complaint on 10/19/ We found that a trouble call had been scheduled for 1-3PM on that same day The trouble call was assigned to one of our in-house, expert techs We made our tech and his Field supervisor aware of our customer’s complaint to the Revdex.com.Our expert tech and his Field supervisor met with our customer, on 10/19/ They found some ingress in the area and reported it to our Plant/Maintenance department One of our Plant techs began to address the ingress issue on the same day Our expert tech will follwith our customer, on 10/22/15, as our customer requested He will ensure that the ingress issue is resolved and finish addressing our customer’s reported problem, at that time.Thank you,Cox Executive Escalations SE