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We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrationsUpon receipt of this complaint,
our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concernsDuring this research our company was able to locate the call recording from 10/30/where our customer requested to schedule the disconnection of the cable and telephone servicesDuring this call, we were able to confirm that our customer was advised by our staff that there would be an early termination fee applied to the account if our customer proceeded with the disconnection of servicesFollowing this information, our customer opted to proceed with scheduling the disconnection of the cable and telephone services, which was processed on 11/7/Regretfully, at no point during this call did our staff advise our customer that the early termination fee would be waived and as a result this fee of $is validAdditionally, although we understand our customer’s frustration regarding their services, we do not have documentation in the account notes or work order history that would indicate an ongoing issue with the Cox HomeLife service to justify our customer’s request for two months of service creditsWith this in mind, we are unable to grant the request for two months of Cox HomeLife service creditsShould our customer experience issues with their services, we encourage them to contact our 24/Technical Support Department at (623)594-for immediate supportOnce again, we would like to apologize for the frustration that the customer has experiencedThank youGeorge Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file her concerns regarding the unreturned equipment charge on our customer’s account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrationsUpon
review of the account, we do see the balance of $was an unreturned equipment for a telephone modem (*** Model *** Serial number ***) that belonged to Cox CommunicationsAlthough review of the account did not indicate that the modem in question had been returned to our inventory, as a one-time courtesy we have removed this equipment from the accountWith this equipment now removed, the unreturned equipment charge of $will be removed from the account within 1-days, leaving the account with a zero balance and preventing any collections efforts or negative credit reportingWith this in mind, we do believe the issue at hand has now been resolvedIt 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 YouGeorge Executive Resolutions Cox Communications

We would like to thank the Revdex.com for the opportunity to assist a valuable customerIt is certainly not our intention to cause any frustrationWe have contacted our customer directly to address their concerns in detail and our customer has our contact information if they would like to discuss this
matter furtherIt is always our goal to provide our customers with exemplary customer serviceWe appreciate the opportunity that the Revdex.com has given to us to address and assist our valued customerMichael FExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billingAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although we completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 2% of customers will exceed the monthly amount of data included in their service plan)Cox offers a variety of ways to assist customers in monitoring their data usage by logging into their Cox.com accounts and selecting Internet ToolsAlternatively, for a more general outline, they can go to www.Cox.com/datausage Based on this customer’s usage history, we do not anticipate them to be affected by the chargesTo help our customers get accustomed, they will be provided a grace period starting with their July statementsThey will not be charged if they exceed their data plan during the first two billing cycles 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 experiencedThank you

We appreciate the opportunity to address the monthly data usage allowance, and Cox’s introduction of data usage billingCox offers a variety of High Speed Internet plans to meet the needs of its customersThese plans offer speeds ranging from 5mbps download/1mbps upload to 300mbps download/30mbps
upload, and each has a data usage allowance of terabyte (1TB)Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle. As Internet usage is currently doubling every years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customersCox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing periodCox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of billing cycles when billing begins in their marketFor more information on these tools, data usage, plans and examples of the many things a customer can do with 1TB of data in a month, visit www.cox.com/datausageWhile monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in this marketHowever, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We trust that these tools will help manage and understand residential broadband usage. Customers can call us at (888) 269-We hope this information has been helpful to your office as well as the customerThank you, Catherine

We would like to thank the customer for taking the time to file their concerns regarding their Cox HomeLife service agreement. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrationsUpon receipt of
this complaint, we conducted a full research of our customer’s account to gain a better understanding of their concerns pertaining to their Cox HomeLife contract durationDuring our research, we were able to locate the Cox HomeLife contract agreement which our customer signed on 4/18/While we completely understand our customer’s frustration regarding their experience with the sales representative that set up the initial order, review of the contract indicates the month term of the agreement was clearly outlined in the contract terms, and was signed by our customer on 4/18/Regretfully, because the month term was clearly outlined and agreed to in signature by our customer, we are unable to waive the early termination fees associated with breaking the contract prior to the month agreement terms 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 experiencedThank youGeorge Executive Resolutions Cox Communications

Revdex.com Case # *** We apologize for any frustration caused from our previous responseWe reached out and spoke to our customer directly on 7/5/to assure him the credit had been appliedPer their request, we have mailed him a copy of this statement for their recordsWe also confirmed that the equipment and associated charges have been removed from their accountShould the customer have any additional questions or concerns, they are more than welcome to contact us directly We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration. We have made another attempt to reach out to our customer to further discuss/address their concern, as was not able to provide an agreed upon resolution. We have been forward in all correspondence with our customer, and have expressed deepest apologies for their troubleWe have openly acknowledge their concerns due to cox error, have review all possible resolutions through extensive review, and offered the best possible solutionsThis includes our customer request to have previous interactions reviewed through call reviewOur customer is aware of their options, and we are openly available to assist at any time should they change their position It is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experienced and deeply sorry we were unable to successfully resolveWe appreciate the opportunity that the Revdex.com has given to us to assist our customer Michael Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

I received an email from an agent by the name of Thomas that sent me one email accusing me of being a liar and never contacted me back after sending him an email with a detailed account of every service request and fees/credits applied to my billHe never responded and just emailed back in regards to the complaint to Revdex.comThere was still no resolution or any options offered to resolve the issue

Revdex.com Case #*** We are sorry to hear our customer was negatively impacted by email issuesWe have attempted to directly contact the customer to by telephoneOnce we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your
time and consideration. *** *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding the cable services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrationsAs you are aware, Cox has been
phasing out its analog video service to Arizona subscribers, and will soon complete the change to an all-digital format. This initiative to reclaim analog video space on our network in order to free up bandwidth is being done in an effort to provide our customers with more content, services and enhanced video and data options. As some further background, since the Digital Transition, when the FCC’s requirement for digital television broadcasting was established, a number of cable providers in the United States have transitioned to all-digital programming, and Cox is simply the most recent provider to do soCox’s transition from cable-ready service (no equipment required) to the use of the mini-box is an important step toward achieving these improvements. Upon completion of our transition, all channels in the Cox Starter (basic) and Essential video tiers will now be encrypted in the same manner as channels associated with our Advanced TV tiers, which is primarily the reason that the mini-box will be necessary in order to continue receiving a television signal on these channels. Lastly, we would like to assure our customer that we are working diligently to upgrade our infrastructure to include fiber optic cablingUnfortunately, this upgrade is a time consuming process and we do not have a specific timeframe as to when this will be available for our customer's area We sincerely regret any inconvenience to you as our valued and longstanding customer during this analog to digital transition, and we hope that you find this information helpful. Thank you*** Executive Resolutions Cox Communications

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We would like to thank the Revdex.com for the opportunity to address our customers’ concerns regarding HomeLife Security Early Termination feesIt is certainly not our intention to cause any frustrationDue to the concerns brought to the attention of your office we have thoroughly reviewed our clients account and show there is a binding contract for their HomeLife Security SystemUpon speaking with Mrand MrsTyler, we went through the information and explained their binding contract for our HomeLife Security System and advised the contract does not provide a day grace period to change their mind and upon cancelling the HomeLife Security System, they would incur an Early Termination Fee They were also advised they have been provided with a copy of the contract with the informationAs a courtesy and to remain in good faith with our customers, we have applied courtesy credits for installation, service call fees and service fees totaling $plus, $in credit for the HomeLife Security equipmentIt is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experienced*** / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration. We have contacted the customer directly to address
their concerns and are working to provide a successful resolutionIt is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customer. Atari HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration. We have contacted the customer directly to address
their concerns and have provided a successful resolutionIt is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customer. Atari HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

On January 25, 2017, Cox received the duplicate complaint that the customer filed with *** County Consumer Affairs as it pertains to his billing disputeSince then, a member of Cox’s Executive Resolution team spoke with the customer Since the customer did not speak with Cox’s Technical Support Department or have a Field Technician out to his home, we cannot confirm his perceived speed issuesWe note the last time a Field Technician was at his house was on August 11, We further note the last time the customer spoke with our Technical Support Department was on August 18, when he requested to reset his voicemail pin The Resolution Specialist applied a courtesy $credit to his account and is unable to credit his account furtherSince the agents at the local Cox store are not technical experts, we ask that he contact Cox’s hour Technical Support Department at *** if he has speed issues in the future In the event the customer has any additional questions about this matter, the Executive Resolution Specialist can be contacted at the telephone number provided to him Sincerely, Cox’s Executive Resolution Team

Cox records should confirm I spoke with a Customer Service Specialist/Teclmical Specialist at the *** * *** location about my issues with the services for a period of time I have voiced concerns over the years, and obviously I did not have a technician to my home for over a year becausethere was nothing that could be doneI kept voicing concerns for years and none of my concerns were answeredI havebeen a long time customer of Cox Communications and thissituation is not fair to me as a loyal customerTo date, I havenot received a voice-mail from the Executive Service team

Revdex.com Case # *** Cox Field Services returned to the customer's home on 11/7/During this visit, the Cox Technician verified download speeds up to Mbps and upload speeds up to Mbps while bypassing the customer's wireless router and connecting directly to the Internet cable modemAt that time the customer was made aware and agreed to upgrade his equipmentWhile the service issues were primarily related to customer owned equipment, a member of our Cox Corporate Escalations Department followed up with the customer the next day on 11/8/and provided the appropriate adjustments to their account Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case # ***We would like to thank the customer for taking the time to file their concerns regarding our promotional offersIt is certainly not our intention to cause any confusion.We have contacted the customer directly to address their concerns and provide a successful resolution.Thank you
for your time and consideration.Jesse W.Executive ResolutionsOffice of the General Manager

here is the thing I have had a Cox Persons come out already and the outlet at that time was already working and now after its notI do not and should not be charged for something when it was working before Cox came out

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
I have been in contact with bear communications but they told me they notifies their liability insurance companies and I haven't heard anythingDue to the fact that I'm you customer I expect you to assist me with my problemI had to cancel my cable tv as I can't accept this type of service
Regards,
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