Mega Marts, LLC

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 11/5/and assigned the complaint ID of ***
On October 23, our customer incurred a returned payment fee from Cox Communications due to a payment being rejected from our customer’s financial
institutionWe have spoken to the customer and have agreed to credit the returned payment fee as a one-time courtesyOur customer is satisfied with the resolution and no further action is needed
Sincerely,
Cox Communications Executive Resolution Team

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 01/15/with the assigned Revdex.com complaint ID of ***
Cox Communications extends its apology regarding the experience which led to this escalation
A member of Cox’s Executive Customer Resolution Team
contacted our customer on January 22, 2016, in response to his filed complaint to discuss his situationWe were able to address his concern and make the necessary credits and adjustments to his account to resolve this matter to our customer’s satisfaction
We appreciate our customer’s patronage and once again apologize to our customer for the experience
Sincerely,
The Executive Customer Resolution Team, NE

Dear Revdex.com:
Cox Communications responds to Revdex.com Case# ***
One of our supervisors contacted our customer today and waived the installation fees totaling $
We appreciate our customer's patronage and apologize for the experience
Thank you,
The Customer Experience team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 7/18/and assigned the complaint ID of ***
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 status. Our 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

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

Complaint: ***
I am rejecting this response because:Cox says their pricing is in line with industry standards but that can't be correct because their competition is offering same cable package at half of cox's price even after their promotional rate expires and that is with all the same equipment I currently have Also their customer retention department are the most rude people I have delt with who do next to nothing to retain current customers The customer retention department is nothing more than another layer of red tape for cox to come up with ridiculous reasons not to give discounts to current customers and to intimidate them into not cancellng and to have them on hold for over an hourSincerely,
*** ***

Dear Revdex.com,
Cox Communications is responding to the complaint filed with your office on 03/16/and assigned the complaint ID of ***
Cox has discussed in depth all of the concerns our customer brought forth in his complaintAs of the receipt of the correspondence the only items that
needed to be addressed were the damaged power line and the credits our customer requested
A licensed electrician was sent to the customer’s home to assess and repair the lineOnce this was completed we verified the work was done to our customer’s satisfaction and deemed that matter closedThe matter of the expected credits was also addressedIn addition to the credits applied prior to the filing of this complaint we have applied further credits for time without full service
We apologize for the circumstances that led to this complaint and look forward to providing our customer with quality service for the foreseeable future
Sincerely,
Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 03/05/and assigned the complaint ID of *** As with any technical issue, troubleshooting is a processWe appreciate that this issue is apparently reoccurring and are willing to work with our
customers to get to the root of the problemOften an issue such as described by our customer will appear intermittently and despite best efforts and attempts at physical fixes or repairs, will remain elusive and eventually self-correctThrough Correspondence with our customer the issue has dissipated since this complaint was filed and Cox began researching the matter internallyCox has provided direct contact information to this department in case the issue returnsRespectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the rebuttal of complaint ID of *** As Internet usage is currently doubling every two years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox also
provides the tools customers need to monitor and manage their data usage. For example, Cox provides a data usage meter on cox.com and on the Cox Connect mobile app that allows customers to track their household’s data usage and amount of data remaining for the monthly billing period. This is an easy way to check your household’s total monthly usageCox will also provide browser alerts when you reach 85% and 100% of your monthly plan and a grace period of two billing cycles when billing begins in this market. Other online tools are also available to help our customers better understand and estimate their household’s monthly Internet usage, so that they can proactively manage activity. We anticipate that less than one percent of customers will exceed the monthly amount of data included in their service plan. While monthly usage allowances are not new for our Internet service plans, Cox, like many Internet service providers in the industry, is making changes to bill for blocks of data used by customers in excess of 1TB in this market. However, we expect minimal to no impact for the vast majority of our customers Respectfully submitted, Cox Communications Executive Resolution Team

*** *** The Customer Experience team responds to Revdex.com case # *** We have worked with our customer and waived the Early Termination fee in order to satisfy the customer's overall concernsThe customer is satisfied and if she has any further concerns our team
would be glad to assist Thank you, Customer Experience

Dear Revdex.com: Cox Communications Executive Customer Relations team responds to Revdex.com case # *** 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 Revdex.com, Cox Communications responds to Revdex.com complaint ID # *** filed with your office on January 17, We apologize for the issues our customer experienced with his Cox High Speed Internet (CHSI) serviceA Cox technician was sent to his home on January 19, 2018, and addressed our
customer’s concernOur customer indicated that he is satisfied with our resolution and he has been provided direct contact should his issues returnSincerely, Cox Executive Customer Resolution Team

Dear Revdex.com: Cox Communications Executive Customer Resolution team (ECRT) responds to Revdex.com Case # ***Our ECRS left several messages for our customer and have not made contactIn order to assist our customer we need to discuss the package concern as mentioned in the complaint
If our customer still wishes to work with us our contact information has been left several timesWe look forward to speaking with our customer and appreciate our customer's patronage. Thank you, The Executive Customer resolution team

Dear Revdex.com, Cox Communications (“Cox”) is responding to the complaint filed with your office on 08/21/and assigned the complaint ID of *** We apologize for the error which led to this compliantThe account in question was charged a second time, in error, for the service and equipment
depositsThe second set of charges was credited back to the account on 8/12/There was no charge applied for the self activation of the added servicesWe have made multiple attempts to reach our customer to review the recent transactions on the account; however we have not been able to reach them at the number provided with the filed complaintWe have provided direct contact information where we can be contacted for a detailed review and look forward to hearing from our customer Respectfully submitted, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 04/28/and assigned the complaint ID of ***Removing customers from our active marketing list is a process that can be handled by any of our frontline agents with access to a customer’s accountThe
flag was activated on our customer’s account in September 2015, during the third call we have on record where our customer requested to be removed from all marketing mail listsFrom the point that flag is made active on any individual account it can take up to days for the marketing to cease due to possible existing lists pulled in advance of the customer’s requestThough the proper steps were followed for our customer’s active account, mailings continued for a second unit at the same address without active serviceThe other unit has had the same Do Not Mail flag applied to it as our customer’s active accountThe credit that was applied as a result of the conversation on 2/29/is noted as a one-time credit of $in response to our customer’s request for a $per month credit for an extended periodTo address our customer’s campaign ending, we have applied a promotion that will discount their current level of service for monthsThere is no Service Agreement protecting the non-discounted rate, meaning ,the account is subject to any future rate actions. The issues outlined in the complaint have been addressed and we apologize for the circumstances that led to this complaintThough we have not been able to speak directly with our customer, we have provided direct contact information via voicemail for the Executive Resolution Specialist assigned to this case that can provide details on our findingsSincerely, Cox Communications Executive Resolution Team

Dear Revdex.com, Cox Communications responds to Revdex.com complaint ID # *** filed with your office on February 22, A Cox Executive Customer Resolution Specialist (ECRS) contacted our customer on February 23, in response to her complaintThe payment for the January 2018, billing statement was
made for $less than the amount due, which resulted in a $past due amount on her February 2018, billing statementOur customer’s Cox Internet plan includes an allotted data usage amount of TB (1,Gigabytes) per monthAny usage above the data plan allowance is billed at $per 50GB blockThe $in additional charges on her February 2018, billing statement are data usage charges for usage above her data planCox will also attempt to provide browser alerts and email notifications when our customers reach 85% and 100% of their monthly planMonthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycleCox provides the tools customers need to monitor and manage their data plansTo help avoid overage charges, customers can add more data by subscribing to either the Unlimited Data Plan or GB Additional Data PlanFor more information on these tools, data usage and plans, please visit *** Our ECRS has applied a one-time credit of $for the amount billed for the overageThis is a one-time credit for the lifetime of our customer’s relationship with Cox, regardless of changes to their Internet package at any timeNo additional credit will be issued for future data overagesWe hope that this addresses our customer’s concerns and we look forward to providing her with entertainment and communications services for the foreseeable futureSincerely, Cox Executive Customer Resolution Team

Complaint: ***
I am rejecting this response because as I explained to the individual on the Cox resolution team, I feel that anything short of changing their system to provide written confirmation of promotions and bill changes will not solve the problem that I and others have experiencedI appreciate that the Cox team finally listened to the original phone call in question but I could have saved myself hours of leg work if they had provided written confirmation. Cox Communications is not a mom and pop store: they are a major technology/media, communications companyI just don't buy it that it is too hard for them to change their system to give out written confirmationsIt makes one question why they continue to feel that they would rather handle complaints/misunderstandings by escalating each one up to their resolution team rather than taking steps to prevent these complaints in the first place...unless they are counting on the fact that a large portion of their customers might not complain without any written documentation to support their claims and just pay the bill they receiveCox needs to join the 21st century and provide written confirmations
Sincerely,
*** ***

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 05/15/and assigned the complaint ID of ***
Cox wishes to extend our apologies to our customer regarding the multiple contacts needed to address this situation. The incidents that lead to this
complaint being filed will be addressed.
We have made arrangements for the necessary repairs to our customer’s property and have completed the repairs to the Cox wiring. We have also reached a mutually acceptable agreement regarding compensation. Our customer has direct contact information for this team should any further concerns regarding this matter arise
Sincerely, Cox Communications Executive Resolution Team

Dear Revdex.com: We reviewed the customer's information for case# *** One of our lead technicians was assigned to an appointment that was scheduled for The lead technician found our customer was having a WIFI issue and not
an issue with the internet signal that we provideThe agent offered different type equipment that might work best with their WIFI and swapped the equipment and advised our customer to access update their settingsThis should assist the customer with their WIFI issueThe lead agent advised our team that the customer concerns have been addressedWe appreciate our customer's patronage and our lead was to provide contact information in the event of any further questions or concernsThank you, The Executive Customer Resolution team

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