Cox Communications

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.Well the dates are not actually accurate because the customer did not document all of the calls, and you are not accounting for the fact that when the signal strength is poor, the internet did not work as well, which means I had to pay extra to get verizon wireless data to complete my online courses for schooling, which cost me an extra dollars a month, so I think you should have accounted for that in your pricing and refund, and all of the time I took off of work, and the fact that we had to repair the roof times because they stomped around up there even after I asked them to please be respectful of that, and I could have explained all of this if you had ever actually contacted me and we were able to speak together on thisI have had cox cable for years at all of my residence and until the last years I have never had a more discouraging experience with service, customer service, management lacking follow through, and having to take so much of my time calling, waiting on cox cable to come out, times in one day, including a supervisor who had no idea what he was doing and made everything worseI am quite disappointed and unsatisfied that this is the proposal you have come to and that you still didn't bother to take the time to call me and speak to me as a person, to explain all of the hassle and trouble I have gone through It rained on my bed twice after they got on the roof and stomped around claiming they fixed the problem and left and brought the same junky old replacement box,, and I had to steam clean my bed twice because they ruined the roof I don't really know what to say about this I guess there is nothing more I can do about this, and the lack of being responded to via phone to go over this, is extremely unprofessional I am a busy person as well, but the courtesy you stated to speak with you was not followed throughAnd to offer me roughly 350$ as credit for a duration of 6-months of cable and internet not working 90% of the time is really shocking 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 Thank you for your response I do not feel as if you have addressed my complaint I am not (and have never) asked for a discount on the Cox bill I only wanted to bring to your attention the fact that I was misled by your employee When I asked if the bill would remain the same, he said yes This was either a blatant lie or a lack of training on his part I was clearly PROMISED something I did not receive I am sure if you were promised one thing and were given another, you would react the same When this verbal "mistake" was brought up to the store manager, she threatened to call security? I can assure you that I was shocked and embarrassed I am the wife of a police officer and was never threatening to your employeeI never raised my voice in any mannerShe simply did not want the other store patrons to hear of your poor customer service Your Yelp ratings for the Santee store are horrible I can see whyYour response to me should have included that fact that this incident was discussed with the employees involved, and they were either being disciplined for their actions or retrained I have headed up the HR Department of a business in San Diego for years I was appalled, embarrassed and felt conned I will (again) be awaiting your response Regards, [redacted]

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/11/and assigned the complaint ID of [redacted] When the services were installed in June of the pricing included promotions that discounted the pretax rate to approximately $for the first months with a $increase for months 7- It is not clear whether or not this was clearly explained to our customer at the time of the sale On August 11, 2014, the unlimited calling feature was added to the account A keying error resulted in the Monthly Recurring Charge (“MRC”) increasing by approximately $70.00, instead of the expected $ Once this error was brought to Cox’s attention the account was corrected to reflect the appropriate charge for the unlimited long distance feature and prorated for the time the account had been billed incorrectly This took place on September 8, When the account reached the December billing cycle the second phase of the campaign on the account began and the MRC increased by $ This was unrelated to any changes made to the account since the install in June When our customer called about the increase a new campaign was added to the account to replace the original one but the new rate was still $more than what our customer was expecting to pay based on the original campaign and the addition of the unlimited calling feature Upon receiving this complaint Cox reviewed the circumstances and has determined the increases in the MRC on this customer’s account were the result of; a feature added by the customer, an agent error in keying the work order for that feature and a planned increase in the original campaign We apologize that the information our customer received was not complete and have made the necessary adjustments to the account to reflect the expected MRC for months from the date of the correction Sincerely, Cox Communications Executive Resolution Team

Horrible experience with ***! I got the internet package for $a month but as soon as I got it, I realized that I didn't have ESPN or other channels I wanted 1st Call: I called to get the channels and the guy I talked to told me that I could get it for $a monthfor some reason we got disconnectedThey did not call me back 2nd Call: I called again a couple days later and they said I couldn't get it for $that it would be $They said they were going to transfer me to the "right" department but I was never able to reach it 3rd Call: Called again, told me my package was already added for $a monthI told them that if they were going to charge me that I was going to cancelThey said they can't do adjustments, so they transferred me to the "right department", I got ransferred to sales and they transferred me to business deparment, and they transferred me again!! I held on the phone for minutes

Initial Business Response / [redacted] (1000, 5, 2015/06/03) */ We want to thank Mr [redacted] for taking the time to file his concernWe sincerely apologize for any inconvenience causedIn receipt of this complaint, Cox contacted Mr [redacted] and confirmed the install was scheduled for 6/02/The install was completed as scheduledWe provided him a direct point of contact should he have any further questions or concerns on this matterThank you

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 07/01/and assigned the complaint ID of [redacted] Cox Communications extends our apologies for the service experience our customer experienced that led to their disconnecting their service A review of the account shows that the credits promised to our customer were applied to the account in May and June of In May, the same period in which the Early Termination Fee (“ETF”) was assessed, a credit was applied for a portion of the ETF In June when our customer spoke with a Supervisor the credit for services, which was discussed originally in April, was applied to the account The credits applied to the account were not removed, they remain and the amount recently paid was the correct amount due Our customer has been made aware of our findings verbally and has our direct contact information if there are any additional questions Sincerely, Cox Communications Executive Resolution Team

Dear Mr [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 internet service We have conducted a thorough review of your account and have determined the following: Our records do not support enough trouble reports to honor your request for reimbursement We have no record of any technicians being dispatched to your home to certify your cable line In addition, the notes on your account reference issues with your wireless speeds which is not something that Cox supports If you would like a technician to come to your home to certify your services, please feel free to contact me directly and I will arrange for the visit Respectfully, [redacted] Executive Office of the Regional Manager Cox Communications, California [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.That's comical I didn't reply? I did replyCox bAit and switched me Ask them to turn over the recorded phone call conversation and you will see my point Corrupt criminals They should be fined and jailed Regards, [redacted]

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 I have reviewed your account regarding the early termination fee that you are disputing regarding your Homelife Security servicesAs of today, November 28, 2016, I have waived the early termination fee of $onto your Cox account The credit adjustment 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 8:00am to 4:30pm, Monday through Friday Best Regards, COX --------------------------------------------------------------------------------...⇄ [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 The reply is a blatant LIE If I have to, I will subpoena that tape I told the representative that I was also recording that call, and that I had my identity stolen, and that I would prefer to NOT give my number out She stated that there would be a deposit, and I said that would be fine I NEVER gave my social, and I swear it, and I can prove itI am OUTRAGED by the response from the COX representative I have every call with Cox recorded as well I just replayed it, and I also replayed a conversation I had with [redacted] from weeks ago where she acknowledged the entire situation, and advised me that Cox ran my credit TWICEIf they do not remove inquiry, I will proceed with ALL legal recourse, and they will pay my fees I will also notify the FCC and the L.ATimes Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] It is amazing how things are left out that I said I said for EVERYONE who didn't have the option to opt out of the adds now forced on us should be able to have a lower bill When the representative said the cox communications webmail is free, I replied that there is NO such thing AS FREE EVERYONE who pays a cox communications bill pays for this service, just not everyone uses it I also said that after years of using this webmail I was not comfortable switching to the enhanced (The reason being is when something is deleted in the original it does not show up right away in the enhanced and since I do non-profit work that slows things down) I also told the representative that it wasn't fair that all of a sudden everyone who PAYS for this service should be forced to view unwanted adds because cox communications decided they want more money AND that I DO NOT APPRECIATE WOMEN BEING OFFERED IN THE ADDS!!! In my opinion this company is unfair not just to me, but to everyone else who doesn't want to view their adds Just because not everyone complains DOES NOT mean that other people are happy about these adds

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 through the Revdex.com in regards to your rate I have conducted a thorough review of your account and have determined the following: Our records show that on September 3, you took advantage of discounts that provided you with 50% off of your internet, 20% off of your cable and $off of your phone These discounts were valid for 12-months Unfortunately, these aggressive discounts are no longer available to our customers On October 11, 2014, you contacted our customer service team to inquire about the increase in your rate At that time, it was explained to you that your campaigns had expired There was an attempt to sign you up for the campaigns available and per the notes, you declined if we were not able to honor the previous rates Mr***, again these discounts are no longer available If you would like to take advantage of the discounts that we have to offer, please contact our customer service team for assistance Respectfully, [redacted] Executive Offices of 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 yet to receive my refund check and I am waiting to close this complaint until I receive the checkI was also promised that someone would follow up with me from Cox to ensure the check was receivedBecause of my previous experience with Cox, I am not confident that this will be done so I would like to keep the compliant open until I receive the check in hand Regards, [redacted]

Complaint: [redacted] I am rejecting this response because: I feel that after having to go through all the effort and trouble we endured over this matter we should receive a reduction in our next billI spent several hours on the phone, weeks waiting and spent two entire days sitting home waiting for service appointments which were never kept, didn't even receive a callApologies are nice but in this case not nice enoughThe cable is indeed buried but it is a shame that it took filing a complaint to get it done, a lot of frustration and time has been invested in this by myself and the family Sincerely, [redacted]

Every time is see a [redacted] Contour commercial I want to turn my television offIt's such a joke they call this a device that you can customize your DVRIf I want to watch a show I recorded I have to be in whatever room I recorded it inI naturally don't want to worry about that so, I had to set up every single TV with the same series set to recordI've only had [redacted] for a month and several times now I've had glitches during a show and I cannot even fathom how ridiculous it is that I rarely had that problem with DISH, but I do with ***The DVRs are huge eye sores especially compared to their competitorsIts why are they that big? If I want to rent a recent movie I have to go on a long elaborate search for the movie because their "On Demand" is not in fact very on demand at allThe recently released movies are not recently released movies at allAt the top of the list are movies like The Internship and The Heat which came out almost months agoOldboy just came out and it's not on the new releases but, [redacted] does have it when I search itAlso, when I have to search for a movie the search bar lags, making it very difficult to look up a show I desireOn the search bar the letters are very small on the screen making it hard to see what letters I am selectingThe remote is so inconveniently laid out that I feel like I'm playing an instrument every time I pick it upThere is entirely too many buttons on this one controllerI will say that the light up button on the remote is pretty cool and I do use it all the timeThe only reason I use it so frequently is because it's impossible to remember where in the world the annoyingly elaborate button layout will take my fingers if I don't use it The #most annoying thing about ***'s DVR is that the HD channels are not with the regular channelsWHO DOES THAT STILL?? And why is the icon for the show at the top of the screen?People don't scroll to read the abbreviations and they don't scroll to look up at the logo eitherOnce more, having the "original air date" on movies or episodes is a very simple thing to have and I've found other [redacted] victims agreeI can't count how many times I have wondered when an episode/movie aired because I could be watching the original movie when I want to see the remakeI could be watching something on the Travel Channel about the best vacation spots in America and it's not even from the last yearsBut [redacted] doesn't provide me with this basic information and it is increasingly frustrating My boyfriend is a huge sports person and we had to order two packages to get his favorite soccer channel Both packages come with channels we don't use [redacted] isn't customizable at all because one package doesn't come without ordering anotherIn order for me to get Showtime and HBO at a decent price I had to add a land line which I don't needTheir internet is great and I haven't had bad drop outs but I don't use the internet much so that's probably why [redacted] only offers two kinds of internet; fast or slowThere is no medium for the people that use it rarely but, want it fast when they do ***'s hours for their customer service in certain departments are a perfect reflection on how they could care less about the customer's needsWhen I placed my order with [redacted] the representative was not helpful, very mono tone, and didn't try to give me the best deal for my dollarMy first bill was $I paid a installation fee to get the system placed in my homeBut a weird thing just happenedI just watched a commercial telling me I should have gotten FREE installation with the exact plan I currently haveStrange, because I had to pay a fee upwards of $to get our system installedThe best example of how behind [redacted] is on the times is that they could not even install until a week after I ordered and every other company under the sun can do next day or at worst next daysThe technician who installed our system was right on time, which was another positiveDefinitely the most accurate when it comes to arrival time estimations compared to some of their competitorsWouldn't hang your hats on that positive though....Overall, I feel [redacted] is way behind the much more advanced systems of DISH and ATT U-VerseThe prices are much too high for this below average system, customer service, and general serviceChanges need to be made.....and soon!

We would like to thank the customer for contacting our company via the Revdex.com regarding his telephone billing concerns While we are sorry to learn that the customer was unable to address this issue with our company prior to reaching out to the Bureau, we are happy for the opportunity to address this matter As a courtesy to a valued customer we have waived all long distance charges applied to the customer’s account thus far and the pending long distance charges We must note that should the customer choose to continue to use long distance from this point forward he will be billed at the standard per minute rate of $ To make changes or to enroll in a Cox long distance plan the customer may contact us anytime at ###-###-#### Thank you for your time and consideration Respectfully, [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

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 I did have a voicemail from a number yesterday which was from Cox, but a call back number was not provided by the gentlemanI have ordered Cox Business Internet and the serviceman is supposed to actually come today to install the new internet servicesThanks Regards, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12253026, and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below [Provide details of why you are not satisfied with this resolution.] Regards, [redacted]

September 16, Re: [redacted] Complaint # [redacted] – [redacted] This is in response to the complaint that our customer filed with the [redacted] regarding the $ [redacted] gift card that she expected to receive for taking our services It is always our goal to provide our customers with exemplary customer service We would like to apologize for the inconvenience that our customer experienced in her numerous attempts to obtain clarification as to the status of her gift card Upon receipt of this complaint, we researched the account We have forwarded a request to the card processor to expedite this card to our customer as soon as possible Our customer will be receiving a telephone call as soon as we have a firm commitment date as to when this card is expected to be in our customer’s hands As a courtesy to our customer for the extreme delay, we have applied a courtesy credit to her account which will appear on her next billing statement We also reviewed our customer’s account and determined that the difference in her monthly billing is due to the representative not properly quoting equipment and taxes This is currently being reviewed to determine if there is any way to bring her closer to the original quote We will contact her as soon as our research is complete If she should have any further concerns or questions, she may contact our Customer Care Center at ###-###-#### They are available days a week Thank you Sincerely, [redacted] Executive Resolutions Office of the General Manager Cox Communications/ [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 --------------------------------------------------------------------------------...⇄ Hello, [redacted] Thank you for helping me address the billing issue with CoxI just called your contact number [redacted] You were not at the desk at the momentI left you a voice messageI am aslo writing this message to provide more details on the billing issueOur old Cox account was under a family member's nameOur new Cox account is under my name because the new service is bunddled with our rentOld account Information: Account: [redacted] Holder: [redacted] Address: [redacted] Services: internet Services time window: December 18, to April 30, Overpaid or mischarges: December 18, $- Activation fee (We were told that it was waived because we hooked up all the equipments on our own.) April 23, $- Prepaid service fee for May(Our new service started from May 1, 2015.) June 7, $- Overpaid fee to keep our new service alive(This is the minimun account stated in a mail from Cox.) New account Information: Account: None (The new service is bunddled with our rent.) Holder: [redacted] Address: [redacted] Services: internet + TV cable Services time window: May 1, to present Overpaid or mischarges: Prorated amount for days of cut-off in service $- The cut-off in service was from July 7, to July 17, Our new service fee is $per monthThe prorated amount for days is $In summary, the refund amount should be $= + + + I have uploaded my bills as attachmentsPlease check themThank youBest regards, [redacted] ***