Cox Communications, Inc.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I could not be more satisfied with the manner and timeliness that this complaint was handled by both Revdex.com and Cox Communications.   My thanks to both entities!   Cox ([redacted]) could not have handled this situation more promptly, more efficiently, or more responsibly.   Although a complaint is basically a negative situation, it takes on a very positive aura when professionalism such as this comes to the fore.    My apologies for any part that I may have had in this matter.

Regards,[redacted]

Revdex.com rebuttal complaint # [redacted]

We were sorry to hear that the customer and the Revdex.com were not satisfied with our first response to the concerns that the subscriber brought to the attention of your company.   We sincerely apologize for the confusion that the customer is experiencing with our company.

We advised in our first response to the Revdex.com that personal billing information cannot be posted on the Revdex.com website, and we urged the subscriber to contact our Billing Department for assistance with her specific billing questions.  Review of the account does not indicate that the customer has made any recent attempts to contact us for answers about her Cox billing.  We have also confirmed that because the old and new accounts were set up as a transfer, the former account billing IS available to our customer via our website. 

We are sorry that we weren’t able to provide any specific details via our Revdex.com response, and hope that the customer will contact us and allow our Billing Team to assist her in the manner to which they have been trained. We urge the customer to contact us by phone at [redacted], or via our website at [redacted].     Thank you.

[redacted]/Cox Communications Executive Offices

December 16, 2015

Revdex.com rebuttal # [redacted]

We were sorry to hear that our customer was unsatisfied with our

response to your company.

Because we did not reach the client by phone on December 3, 2015,

we sent her an email directly on December 10, 2015, to explain that our sales

agent not only signed her up for the two year PLG (Price Lock Guarantee) but also

applied a temporary 12 month campaign to her account as well.  After one year, the temporary discount ended,

causing her bill to go up by approximately $30.00.  While the customer is unhappy that she is no

longer paying the lower rate as she did on the first year of service, we do not

have the option of reinstating the temporary campaign.  Our agents can only offer our customers what

our Corporate Marketing Department makes available to us.  Our Sales Agents do not have the option of

creating their own campaigns.  We also

advised the customer that the addition of a temporary discount on top of the PLG

is not the norm, so was given the absolute best prices possible for one entire

year. 
The consumer replied to our email on December 10, 2015, and

advised us that she disagrees with our findings and requests documentation to

support the rate change. Because we were

unable to reach the customer or leave a message for her today on her contact

number, we replied to her email and advised her that her May/June billing from

2013 detailed the PLG campaign details, and pointed out which services were

price protected.  While we are no longer

able to print her billing from over two years ago, the details for our PLG is

listed on our website.  The details can

be viewed at www.cox.com/arizona under

policies and Price Lock Guarantee Agreement, https://www.cox.com/aboutus/policies.html

We hope this information has been helpful to your office.  We urge the customer to contact our Customer

Service Department should she decide to make changes to her account.  Our friendly and helpful agents can be

reached at ###-###-####.  Thank you.

Catherine Cox Communications Executive Offices /Arizona

March 12, 2014

Revdex.com Complaint – Case No. [redacted] – [redacted]

We would like to thank our customer for taking the time to

file his concerns with the [redacted]...

[redacted]

regarding the unreturned equipment charges on his Cox account.  Allow us to apologize for the frustration he

experienced in trying to resolve this issue. 

We pride ourselves on providing superior customer care for all of our

Cox customers.   

I spoke with the customer on the phone yesterday regarding

the charges.  We have completed extensive

research on the account and in our inventory in an attempt locate the two

set-top receivers.  Unfortunately, we

were unable to find this equipment.   As

I explained to our customer on the telephone, we have appreciated his business

for eight years and apologize for any confusion over the equipment. 

We have removed the equipment in question from his account

and credited the account for the unreturned equipment charges.  The request was submitted today to reverse

the payment for the equipment back to his method of payment and will be posted

with his financial institution within 72 hours.

We regret that our customer has had difficulty resolving

this equipment issue.  It is our hope

that we are able to regain his confidence in our organization.  He is a loyal Cox customer and I want him to

know that his patronage and loyalty is important to us and we appreciate him.  For future assistance with any other issues

that may arise, he may call our Customer Care Center at [redacted] or contact

us on our web site at [redacted].  Thank you.

Sincerely,

[redacted], Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

October 25, 2016 Revdex.com complaint # [redacted]

0in 0in 10pt;">We were sorry to hear of the confusion that the customer experienced with our company during his recent activation of service.
Due to the concerns that the customer brought to the attention of your office, we did attempt to reach the client on two occasions.  While we were unable to reach him directly, we did leave a voice message for him with our direct contact information. 
We advised the customer that our Credit and Collections Team is working directly with the agency to have the credit score changed, as the client requested.
We hope this information has been helpful to bring closure to this complaint.  Thank you for the opportunity to assist. 
Catherine/ Cox Communications Executive Offices/ Arizona

October 31, 2016---Revdex.com rebuttal [redacted]--# [redacted]
As we stated in our first response to your office, we contacted our Credit and Collections Team to notify them of the credit score error committed on the client’s account.  Our Collections Team advised us that on October 19, 2016, a request was sent to Equifax to have the hard credit score hit removed from the client’s account.  On October 25, 2016, our Collections Team noted the client’s account once again that our company sent the request on October 19, 2016, , and we are waiting for the confirmation from Equifax that the hard hit has been adjusted. 
Should the customer have any questions in the interim, he was given our direct contact information so he can call us to discuss. 
We hope this information has been helpful to your office, as well as the customer.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona

Opened a new account two days ago. Technician left without properly installing filters on the modem. Internet and TV have now been down for the entirety of ownership. Have called to schedule appointment and diagnose problem several times. No solution wa found and personal business and schooling for both my wife and I are causing finished production. The fact that the tv doesn't even work is appealing to say the least. Internet difficulties are bound to happen which is understandable, but writhin 12 hours of install is not. This company fails to maintain an aging network and the Revdex.com rating of a plus is significantly off key. Negative experiences are forcing me to discontinue service as no reparations or help has resolved issues with my system.

Revdex.com Rebuttal #[redacted]We would like to thank the customer for bringing their additional comments to the attention of your office.  We contacted our customer directly to discuss his complaint and concerns.  He said he recently picked up a rental modem and that he has not had any service issues.  Additionally, he does not want to have a field technician come out to his home at this time because the service is working.  Because of the issues he was having we offered him a one-time credit to his account and a 12 month promotion to discount his rental modem, both of which he accepted.          Thank you for your time and consideration.  [redacted] / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted]

We are sorry to hear that our customer is unhappy with the Early Termination Fee on his bill.  While we understand his concern we addressed this fee directly with him on 10/14/15 and advised him that the charge is valid and we do not have support to credit...

the disputed charges.  We have also mailed him a copy of his statement that had the terms and conditions on it for his reference. We would like to thank the Revdex.com for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I recently spoke with Eric employee ID # [redacted] about canceling or renegotiating my services. First they do not have written contracts nor recorded verbal contracts. At the time of the call they told me I was on a 24 month plan which I never agreed to. I asked them to provide proof of the contract, and they were unable to do so. They said my Payment was the contract? I tried to ask them to remove my televesion services down but they would only if the internet would go up to almost 90 dollars. I ask to cancel at that point and was told I would have to pay 50 dollar cancellation fee. I asked to speak with the supervisor, Lekesha Employee ID # [redacted]. She has no education in customer service. She was very confronting and demeaning my complaint. In the end I ended cancelling when all I wanted was a reduction in Internet servicecs, Back to Century link!

August 27, 2015—Revdex.com complaint # [redacted] We are sorry that the customer is unhappy with our response to your office.  Due to the nature of the situation, we contacted our Damage Claims Department again and advised them that the customer was not pleased with the response to the Revdex.com.  The contractor, Bear Communications; has forwarded the customer request to their Corporate Office for assistance and resolution.    Our Damage Claims Team is partnering with the contractor to resolution for the client. [redacted]/Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. The payment in question was made through our automated telephone system which allows...

customers to input information associated with their Cox account to make a payment. No account verification is required. The card holder of said payment contacted Cox the day the payment was processed in our system. After receiving the required documentation, the payment was transferred to their account the following week. No charges were applied to either account for the payment transfer. On July 24th, 2015, we spoke with the customer to address their concerns. We advised the customer that their current balance, which includes several months of Cox services with lack of payment, is valid. As a courtesy to the customer, we offered and applied a one-time adjustment for their time, inconvenience and any negative impact to their family as a result of the payment. We advised the customer the new balance amount owed to restore their Cox services which they agreed to pay in full at their convenience. During that time it was to our understanding that the customer understood our position regarding their complaint and that no further compensation would be provided. As we have already advised the customer last July, there is no justification for Cox to remove the balance as the charges are valid. While we regret to hear that our customer feels their complaint is unresolved, we feel that the compensation we have already provided has been more than generous. Should the customer need any assistance with restoring their Cox services, we will be more than happy to assist. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful...

resolution.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 experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Executive ResolutionsOffice of the [redacted] ManagerCox Communications, Southwest Region

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful...

resolution.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 experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with their services.  We have contacted the customer directly to address their concerns and provide a successful resolution.We...

appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

[redacted]

I have reviewed the response made by the business in reference to complaint ID 11504345, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Llamada a COX 6/10/16
Aquí les hago llegar los último minutos de lo que arregle con el supervisor Roger departamento de facturación de Cox comunication y él mismo me confirma que mi próximo pago es del monto que se acordó anteriormente con Cecilia (fecha 5/12 autorización del pago #[redacted]Gracias por su atención.
Atn: [redacted]

Revdex.com Translation:
Here is the latest information about the settlement with the supervisor Roger in the billing department of Cox Communication and at the same time verify that my next payment will be of the amount that it was agreed previously with Cecilia date 5/12 authorizing the payment #[redacted]

Regards,

Revdex.com Case # [redacted]
 

size="3"> We regret to hear of any inconvenience that the individual has experienced with our company. It is certainly not our intention to cause any frustration.
 
We have contacted the individual directly and they informed us that the issue had been resolved. We appreciate the feedback in which he had provided regarding his experience. We assured him this matter will be thoroughly reviewed and addressed internally.
 
Thank you for your time and consideration.
 
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com complaint [redacted]--# [redacted] We apologize that the customer was unhappy with our first response.  We will continue to work directly with this customer in an effort to restore her faith in our company.  We spoke to the customer in detail and her comments have been forwarded to the appropriate leadership for further investigation and review. Per our conversation with the customer, our goal is to find an Internet package that will fit into her budget and her needs.   As always, we appreciate the opportunity that the Revdex.com has given us to assist a customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company.We have contacted our customer to address their concerns and are currently working to provide...

a successful resolution.Thank you for your time and consideration.[redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by moving to a location that Cox was not able to service. At the time of the disconnection, the policy did not allow representatives to waive the early termination fee for the situation. We contacted the...

customer directly and came to an agreeable resolution to the account over the phone. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region