Cox Communications

Contact Name and Title: [redacted] , Exec Cust Res Sp Contact Phone: [redacted] Cox made attempts to reach [redacted] *n receipt of this complaint in an effort to address and resolve the issue however Cox did not have the opportunity to speak with ***Should [redacted] wish to speak on the matter further, a member of the resolution team can be reached at the number provide with this responseWe apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter

We are sorry to hear that our customer does not accept our resolutionWhile we understand that our customer may have received some misinformation previously our Executive Escalations Specialist explained our customers billing in detailCurrently we see that our customer has disconnected all services apart from their data services At this time our position regarding our customers billing has not changedWe thank our customer for bringing their concerns to our attention, and for being a valued Cox customer Sincerely Cox Communications Executive Escalations SE Tell us why here

I acknowledge my error in reading the contractI did not see this section nor was I made aware of it when discussing with the customer service representative previouslyI intend to honor the contract Regards, [redacted]

Dear Revdex.com: One of our Executive Customer Resolution Specialists has tried to reach our customer for case # [redacted] The agent has left a department number and specific contact informationWe kindly ask that the customer reach out to the department number that has been provided so we can assist accordingly Thank you, The Executive Customer Resolution team

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 discussed this issue with [redacted] and others for yearsI've attempted to resolve this ongoing issue of horrible customer service with anyone at Cox that would listenThe end result is some (not all) were sympathetic to my situation but no one I have ever talked to were in the position to actually do anything about it From my experience of being a customer of Cox for the past years is that of watching this company expand and grow and experiencing customer service go from being local to being farmed out to sub contractors all over the USAIn doing so they created a system of preventing customers from complaining to anyone that has the authority to do anything about the complaintsAnother words they have created a system within there company that mirrors the "Peter Principle"They have grown to such an extent that they have now become incompetent in there customer service area and their does not seem to be any solution to itIf you were able to talk to anyone in the company other then their talking ( [redacted] ) heads, you would find no disagreement with my observationAs these individuals are aware of this situation because I'm not the only customer upset about this intolerable situation Regards, [redacted]

Dear Mr, [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 the payment return fee billed to your account I have researched your concerns and have determined the following: Our records show that since we issued a one-time returned payment fee on March 12, 2014, the credit that was offered for your July payment was declined by the system However, since this credit was promised to you and it may have been our error, I have approved the additional credit On August, 29, the credit was applied to your account and will reflect on your next billing statement Please accept our apologies for the frustration we may have caused 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] Office of the General Manager Cox Communications, California ###-###-####

When we signed up for the cable service, we were told we would receive a $visa gift card We called back and spent minutes with the rep who signed us up for the gift card, and said after months of billing we would receive the card After months of billing, we did not receive the card, and called to see what happened The rep told us we were never eligible for the $gift card, and that Cox would not provide it, and instead offered a $credit Even though to entice us to buy the service, we were promised the $gift card by the original rep selling us the cable service When the rep came to set up our cable box he told us if we ever want the cable boxes switched it was no problem and there would be no fee associated, and all we had to do was call Cox Then when we called to switch the cable box to another room, they said there was a $fee We have examples of Cox instructing their employees to do a Bait and Switch, which is unfair adverti

We are sorry to hear that our customer has unresolved billing concernsUpon receipt of our customers concerns we reached out to our customer and our customer explained to us that all issues are resolved With the exception of the promise to receive one mini box free for months We have placed a ticket with our IT Team to ensure our customers concern is addressed accordinglyWe thank our customer for bringing their concerns to our attention, and for choosing Cox Communications Sincerely Cox Communications Executive Escalations Team

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 Per our phone conversation, I have issued a month credit toward your cable services for the inconvenience of your services In the future, if you have any issues with your Cox services, please contact me directly 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] Tell us why here

Dear Mr [redacted] , face="Calibri"> Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs I apologize for the delay in responding to your email Your email below provides sufficient details outlining your experience while trying to resolve your Cox service issue It disheartens us to learn that this too has been delayed In reviewing your account, it appears that the construction work was completed on December 10, We are hopeful that this work has improved your internet speed and connection Our records show that on November 3, 2014, you were issued a credit in the amount of $ This amount is equivalent to 3-months of your current level of internet service Today, December 15, 2014, I have issued an additional credit of $which is equivalent to 2-months of your current level of internet service Mr [redacted] , please accept our apologies for the delay in getting this resolved for you I am available for any additional feedback and/or concerns you may have regarding your Cox account Respectfully, COX --------------------------------------------------------------------------------...⇄ [redacted] Office of the Regional Manager Executive Customer Resolutions Specialist, California ###-###-#### tel ###-###-#### cell [redacted] [redacted] @cox.com I###-###-#### office I ###-###-#### cell I www.cox.com [redacted] **

Cox had the opportunity to speak with Ms [redacted] in receipt of this complaint and believes that she is satisfied with our efforts to address and resolve the matterWe sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the concern

September17, Wewant to thank our customer for taking time from their busy schedule to bring theiraccount issue to our attention Thecomplaint that was filed was sent to our attention for research andresolution We are sorry to hear thatour customer felt they had no other recourse than to contact the BetterBusiness Bureau to get their concern resolvedWe apologize for the poor customer experience that they encountered HelloConsumer, Thankyou for affording us the opportunity to serve youWe have reviewed yourcomplaint and accountIattempt to reach you via phone but was unsuccessful, however I did leave mycontact info on your voicemailA technician came to the home on August 11th,since that visit we have not received a call stating you are experiencingproblems with your servicesAlthough we have not spoken I am in high hopesthat the visit on the 11th resolved your technical problems Ialso reviewed your account for credit Iunderstand how important your time is, however it is imperative that you adviseus when you are having technical problems; at this time customer notificationis the only way we know when a customer is having problemsAt this time I amunable to justify giving full credit for months because you weren’t completelyout of service for months, however I did place a credit for $to youraccount which is equivalent to full month of services for all products Ifyou are still having technical problems please reach out to me directly Pleaseaccept our apology for any inconvenience this may have caused you I am available for any additional questionsand/or concerns you may have regarding your Cox account [redacted] ExecutiveRelations ###-###-####

Cox had the opportunity to speak with Mr [redacted] in receipt of this complaint and believes that he is satisfied with our efforts to address and resolve the matterWe sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to assist

November 3, Complaint ID # [redacted] We are sorry to hear of the customer’s concerns regarding his cable service We want to provide an outstanding video experience and regret that the customer did not receive such On October 20th the customer’s account was credited for the $service call fee One month’s credit has been applied to the customer’s account for the cable portion of their services and will be reflected on their next month’s bill We thank the [redacted] and the customer for their time and consideration Respectfully, [redacted] * Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Initial Business Response / [redacted] (1000, 5, 2015/05/18) */ In receipt of this concern, Cox has been in touch with the customer and provided a direct point of contact for assistance with this matterThe customer confirmed that they will be in further touch with us We will be happy to investigate this issue at that timeThank you Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/05/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) I will speak with them verbally on Wednesday afternoon and if I am not able to be released from the contract I will definitely relay the out comeThank you

Initial Business Response / [redacted] (1000, 5, 2013/12/02) */ Dear Ms***, I am very sorry to hear of the continued trouble you have been having with Cox online bill paymentAfter researching several options, I did find out that if the primary online ID of "***" was deleted, all other authorized IDs/email accounts would also be deleted ("***" and " [redacted] ")If you use either of those IDs for their email accounts, I would not suggest this optionHowever, if it was okay to delete all current IDs, after the deletion you could re-register the account number with a completely new user ID In the meantime, I will mail out a manual EasyPay form if should you decide to go through with setting up that servicePlease keep in mind that it can take to billing cycles for the EasyPay feature to activate Please reply if you would like me to delete the account's user IDsYou may also call customer service at [redacted] to complete this taskI have noted the account of this possible option Sincerely, [redacted] Executive Assistant Cox Oklahoma - Tulsa

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 We apologize for the delay on your $gift card I have expedited the request and your gift card will be mailed out to you on Monday, December 19, Please allow to business days for you to receive it 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] Tell us why here

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 internet service I have reviewed your account and have determined the following: Our records show that on June 1, we sent a technician to your home to respond to your internet issues The technician swapped out your modem which seems to have resolved your intermittent connection If you are still experiencing slow speeds and intermittent connection, please contact me directly so that I can arrange for a Supervisor to come to your home As a good faith gesture, I have issued a one-month internet credit to your account Please accept our apologies for any inconvenience this may have caused you I am available for any additional questions and/or concerns you may have regarding your Cox account Respectfully, [redacted] Office of the General Manager Cox Communications, California 858-836-

Initial Business Response / [redacted] (1000, 5, 2014/09/26) */ We apologize for the inconvenience and want to address this concern, however have not had the opportunity to reach Ms [redacted] by phonePlease contact us at [redacted] at your convenience to discuss

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 belowI am so sick and tired of asking for a direct phone number of someone that actually returns phone calls THE LAST number given , I called or times, I left message for the lady that sent last message through the Revdex.comAN EXAMPLE of COX CUSTOMER SERVIVCE AND WHY I prefer NOT to call that number is ..........I HAVE SPENT HOURS AND HOURS AND HOURS on the phone with themI have been disconected so many times MY phone bill will reflect how manytimes, and hours I spent when calling them and the number I also called youI have no messages from you on my voice mail , IF the line is busy , that means call back when its not ANOTHER EXAMPLE OF CUSTOMEre SERVICE I RECEIVED A NOTE ON MY DOOR FROM COX CABLE THAT SAYS " Sorry WE MISSED YOU " Please call to reschedule ?? I NEVER CALLED FOR ANYONE to come to the houseso once again, a big mess up, I never had an appointment,WHO set this appointment IF you dont believe me, I still have the note < A green and BLUE door hanger" I want direct number for a management person, NOT their answering machine , I called and nobody ever answers phone, I want a NAME and number of who to ask for, if its a direct number to an answering machine or voice mail, I would like a number for a recpetionist that is a HUMAN , wher eI dont have to listen to all the silly cox advertisements, and talk to people tha thave no clue on how to help me MY phone record will prove how manytimes I have called, been on hold, called back disconectedand it happens way to much I have to ARGUE with people to just get a manager on the phone,, and sometimes I do notSTOP telling me the same old story over and over again, I WANT YOUR OFFICES PHONE NUMBER not the phone number for the customer service mary go round How hard is this? WHEN YOU CALL and phone stops ringing , that is your que to start talking and leave messageif its busy, call back later DO not call me form a toll free number, those calls do not get through Regards, ***, ***