Cox Business

Ms [redacted] , After additional review with our Cox Business staff, a compensation check in the amount of $has been submitted for processing Please allow 2-weeks to receive Again, we apologize for the inconvenience and frustration we have caused you and your organization Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Mr [redacted] , I have emailed the Manager of our business internet technical support team to have someone contact you within the hour I am sure we will be able to address and resolve your service concerns Respectfully, [redacted] Office of the General Manager Cox Communications, [redacted]

Dear Ms***, 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 experience with our retention staff as well as the rate of your service I have conducted a thorough review of your account and have determined the following: Our records show that on June 3, you contacted our customer service team to dispute the rate of your service At that time, our customer service representative added campaigns to your account that provided you with 30% off of your cable, internet and phone service for 12-months These campaigns expired on June 2, and therefore we began your services at the standard rate At this time, Cox is not offering these promotions However, we were able to reduce your bill to $for 12-months Ms***, please accept our apologies for the level of service you have received while trying to resolve your billing concern Please feel free to contact me directly with any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Office of the General Manager Cox Communications, California ###-###-####

In further response to the complaint from Ms [redacted] Cox takes the customer’s complaints very seriously and we have done everything to address the concerns At this time we have been unable to duplicate the reported issues and are unable to troubleshoot further without assistance from Ms [redacted] Concerning multiple attempts to address the issues and this impacting all of the customers clients is not consistent with our findingsCox was contacted on two separate occasions to report the issues with the voicemail systemAfter further discussion with Ms [redacted] it was determined that the issue was not impacting all of the customer’s clients but only occurring on calls from one specific numberAll of our findings have been relayed to Ms [redacted] and as we have advised we cannot troubleshoot further until we have been provided current examples if the problem still exists While we understand Ms [redacted] ’s concern about the potential inconvenience providing additional examples may cause, it is the necessary step for us to continue troubleshooting the issue being reported To address the concern of being passed from one agent to another this is to ensure we have done everything possible to address Ms [redacted] ’s reported problemIn each reported instance we have fully researched the issue and when we have been unable to duplicate the problem or Ms [redacted] has been unhappy with our findings we have escalated the concern to attempt further troubleshootingDue to this process it has involved several groups all reviewing the information provided Cox has been unable to duplicate the issue that is being reported and have exhausted all troubleshooting issues based on the information/examples we haveAgain we take the complaint very seriously and would like to resolve this to Ms [redacted] ’s satisfaction but we will require her to provide us current examples of calls that are not recorded where her customer has left a voice message greater than seconds We will continue to troubleshoot the reported issues once we receive this information

We want to thank Ms [redacted] for taking the time to file her concern In receipt of this complaint, Cox spoke to Ms [redacted] to discuss the matter After review of the account and Cox documentation we show a request to transfer service from one address to another was made on January 14, Cox provided paperwork to the customer for the transfer and we have correspondence signed and dated January 15, to proceed Cox records indicate on February 3, an employee of Summit Funding Group named [redacted] called Cox and requested to leave services active at the original location until they called to disconnect them It is also noted that [redacted] was advised that they would continue to be billed for the services until he calls to disconnect the account Cox records show that services were installed at the new location on February 21, The services remained active at the old location based on the request made by [redacted] on February 3, and Cox did not receive a request to disconnect Cox records indicate that a request to disconnect was made for the original account on November 8, by Ms [redacted] The account was disconnected on November 11, According to Ms [redacted] they were unaware they were being billed for services at the both locations due to the bills being sent to their billing office who was not aware of their situation and continued to pay the bills Further research showed that one of the active phone lines on the original account was being forwarded to their main business line since which indicates use of Cox service Cox equipment was returned on December 15, Upon disconnect of the account Cox issued a credit in the amount of $2,equal to months of billing Based on the research and information, Cox has concluded that the additional credit request is unjustified and declined We hope this helps to explain and resolve this matter We sincerely apologize for any inconvenience caused Thank you Cox Business

This email is just an update as to where we are at with Ms [redacted] Her complaint is that she has been trying to disconnect her accountWith Cox Business due to her business closing The effective date she is asking for is 10/1/ We have since sent her the Disconnect Form I have yet to received response from Ms [redacted] on whether or not she has received or seen itOn 7/24/14, Ms [redacted] has signed a month contract Due to the fact that she is terminating services about years earlier from her contractualobligation- she will be assessed Early Term Fees (ETFs) I have inquired about getting those fees waived since she has closed her business We are stillwaiting for response on the ETFS and her signature on the Disconnect Form

We want to thank [redacted] for taking the time to file his concern In receipt of this complaint, Cox spoke with *** [redacted] on July 1, to review his request to have residential services in a commercially zoned areaCox explained that we do not provide residential services in a commercially zoned area Based on MrDobraskis request for further information Cox submited a serviceability request to our construction team for further review Cox advised this request can take 7-business days On Friday, July 08, [redacted] called Cox and left a message with our Executive escalations representative stating that he would not be moving and he would no longer need to pursue the need to have residential services at the business location [redacted] would continue with the Cox business account currently established with Cox A follow up call was made to [redacted] on Monday, July 11, to confirm that his complaint needed no further follow up to purse residential services for the location and [redacted] agreed Cox advised that we would complete the injury with the our construction team to complete the request and update him with the findings We hope this helps to explain and resolve this matter We sincerely apologize for any inconvenience caused Thank you [redacted] [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 To Revdex.com: [redacted] reply is full of lies My appts were scheduled on 1/29, 1/30, 1/ On 2/ [redacted] called at 3P becaused I called executive offices in Atlanta, she called me on 1/and left a message I called back and she did not return my callsOn 2/2, I called the executive office againOn 2/ [redacted] called at 3P, I advisedher I have had poor or no service since 10/13,requested credits for out of service, wage lost reimbursement for 3days, and install when moves to different carrierHer reply was, "not going to happen", which how all employees reply to customers--rude, nasty, and uncaringShe asked when can send tech I advised 2/and she said not sendingshe had no intention of scheduling a tech on 2/2, if called me at 3P on 2/

Dear Mrs [redacted] , I have forwarded your message to our business sales member [redacted] whom has left you a message to return her call I am confident that Ms [redacted] will be able to assist you with your Cox business 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 find that this resolution would be satisfactory to me I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I had another concern Cox said I was a month behind with my payments Not true They had erroneously applied my payment to the previous account After the 3rd month and hours of time, I believe that issue is now resolved as well.The lady who responded to this issue didn't return my calls until the 3rd business day Her voice mail message said I had dialed a different number than the one I dialed ? Later she explained that she had been out of town and that number was her cell phone Fine with me, but what about having a backup person in her office who would at least speak to me?In closing, it seems that both of these issues have been resolved Thank you for your assistance Regards, [redacted]

Dear Ms***, Thank you for allowing Cox the opportunity to serve your business communication needs As agreed, we will be releasing you from your contract and will not hold you responsible for any fees associated with disconnecting your services In addition, we have issued a credit to your account in the amount of $which represents reimbursement for 3-months of business internet billing Please contact me directly with any additional questions and/or concerns Respectfully, [redacted] ** [redacted] Office of the General 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 below.I have had different technicians provide short term solutions to a weak internet signalEvery time I call to get this fixed we go through the same steps to get this resolved that never workI have taken days off from work to get this resolved and frustrated that we have issues yet again even though we upgraded our modemThe internet drops way too often and the cable tiles and freezesI would like to have our internet fixed permanentlyWe make payments monthly for a service that constantly dropsWe pay for a service that doesn't work the way it's supposed toPlease fix my internet once and for all Regards, [redacted]

Dear Ms [redacted] , 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 a recent refund check you have received I have conducted a thorough review of your account and have determined the following: In reviewing your account, it does not appear that the refund check referenced in your complaint letter was issued in error Therefore, we are not requesting that you return the check Please accept our apologies for the frustration we have caused you If you have any additional questions and/or concerns, please feel free to contact me directly Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear [redacted] , 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 your former Cox account I have conducted a thorough review of your account and have determined the following: Our records show that on January 21, 2015, you contacted our customer service team to inquire about disconnecting service At that time, you were advised of the applicable early termination fees that would be billed to your account Notes on your account indicate that you stated you would visit our retail location to process the disconnection and request that the early termination fees be waived Cox does not have record of you visiting our retail center on or after January 21, Therefore, the services remained active and we continued to bill you accordingly On March 30, 2015, you contacted our customer service team to inquire about the balance on your account At that time, you were advised that Cox had no record of receiving a disconnect request from you You were also advised that the balance reflecting on the account was for services ($264.66) unreturned equipment ($318.61) and the early termination fee ($118.96) for a total balance due of $ Based on this information, we must respectfully deny your request to have the debt removed from collections Please contact me directly with any additional questions and/or concerns regarding your former Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear Mr [redacted] , Thank you for allowing Cox the opportunity to serve your business needs We are in receipt of your complaint letter filed with the Revdex.com in regards to your business services Upon receipt of your complaint, on January 23, I asked that our business technical support staff contact you in regards to your service concerns It was determined that the internal wiring in your building was the result of your service issue This issue was repaired on January 21, Cox would like to apologize for any inconvenience you were caused If you continue to experience technical issues, please contact our technical support team Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear [redacted] ***, Let me begin by thanking you for allowing Cox the opportunity to serve your communication need We are in receipt of your complaint filed through the Revdex.com and would like to respond accordingly Our records show that on March 22, you signed up for Cox internet service You state in your complaint letter that you were to be billed $for 12-months As you mentioned, this rate is valid with the installation of additional services As a good faith gesture, Cox has already issued you credits totalling $ Today, I have issued an additional credit of $which covers the total difference in billing from the amount you were quoted Please let me know if there is anything further I can assist you with Respectfully, [redacted] Office of the General Manager Cox Communications, California ###-###-####

Dear Ms [redacted] , face="Calibri">Thank 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 recent HomeLife install I have reviewed your account and have determined the following: Our records show that on March 18, 2015, you installed Cox HomeLife security service You state in your complaint letter that you were offered a credit to cover your ETF from your previous provider if you agreed to switch to Cox I have applied a credit to your account in the amount of $to cover this charge This credit will reflect on your next billing statement I have also shared your experience with the organizations within Cox that are responsible for ensuring that promised credits are applied to customers’ accounts as promised Please accept our apologies for the lack of follow up that resulted in you filing a complaint with your local Revdex.com I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California ###-###-####

Dear Ms [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 recent order of services In order to better assist you, can you please email or fax me a copy of the written quote you reference in your complaint letter? My email address is: [redacted] or you can fax it to my attention: ###-###-#### Once received, I will review and follow up with you directly Respectfully, [redacted] Office of the General Manager Executive Offices of Cox Communications, California ###-###-####

I signed a year contract with Cox Business for my company in for digital telephones (IP Centrex) and internetBy the end, I was paying over $per month for internet and six phonesThe internet service was reliable, however the IP Centrex phone system was very unreliableI was guaranteed 99.99% up time on the phone system, but that promise was not delivered or backed upOver the course of the last two years, our phone system has gone offline over times for ranging lengths of timeOn three occasions, the phone system was down for longer than a hour periodOn one occasion, the phone system was down for three daysGiven that I am in the type of business that charges by the hour, loss of time on the phone means thousands of dollars lost for the businessCox was never willing to credit my account for the loss of service, even though their promise of 99.99% up time was breachedA problem with Cox is that you will deal with many different people if you have service requests or issuesYou will never have a dedicated representative to assist you over the course of your contract or serviceOne service representative told me I could add phones and lines and remove them at my discretionBut, then once I added phones and lines, I was told by another representative that once I added phones and lines, I was locked into them (and the increased price) until the contract was overUnfortunately for me I had acquired three phones and lines for a tenant that came and went, and then Cox forced me to pay for three phones that were not used for six months (roughly $per month)Overall, I had a very poor experience with Cox at my officeLooking back, I wish I never entered into a contract with them for phone servicesI would have only taken their internet on a month-to-month basis with no contracts and sought phone services elsewhereNow, I am with a VOIP phone service that provides phone service for everyone in my office and all the same options that Cox offered, but for only $per monthI have never had any downtime with the VOIP service and it is much more convenient to have everything on the web and having an application on my cell phoneThat is over $in savings compared to Cox for a much better serviceI do not recommend Cox's phone services

Dear Ms***, Let me be [redacted] by thanking you for allowing Cox the opportunity to serve your business needs We are in receipt of your complaint letter filed with the Revdex.com in regards to disconnecting your Cox Business account Our records show that you spoke with one of our Cox Business representatives on December 9, and requested that services be disconnected on December 15, Please accept our apologies for any inconvenience we 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] Executive Office of the Regional Manager Cox Communications, California ###-###-####