Cox Communications, Inc.

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 attempted to contact our customer directly at the e-mail address and telephone...

number provided. Once we are able to verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

April 6, 2016—Revdex.com rebuttal---- Rine # [redacted]
 
We are sorry to hear that the customer is not happy with our first response to your office.  As we stated in our reply to you, our Damage Claims Department advised that after investigation, we found no fault of our technician.  As in any claim situation, changes to the outcome of the concern must be determined by the appropriate personnel.   Should the customer choose to further dispute the results of that investigation, she may contact our Damage Claims Department to further discuss the situation at hand.
 
We hope this information has clarified our position and has provided enough information to close the complaint for your office.  Thank you.
 
Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing issues.  We have attempted to directly contact the customer by telephone and email. The customer was given a contact number and email address for different way to communicate with us. We have...

reviewed the account in regards to the pricing and additional charges. Once we have made contact with the customer, we can provide the updates and come to a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

February 3, 2015 Revdex.com complaint [redacted] We contacted the customer directly on January 21 after reviewing her comments from your office.  Because of the information received from the Revdex.com, our Field Leadership...

followed up and ensured the customer was receiving the service that she expects, and deserve from us.   The subscriber has our contact information should she experience any other concerns on this matter.  As always, we appreciate the opportunity that the Revdex.com has given us to address and resolve our customer’s concerns.  Thank you. [redacted]/Cox Communications

July 7, 2016
 
...

Revdex.com complaint # 11544430—[redacted]
 
We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill.  Due to the concerns that the client brought to your attention, we contacted her directly to discuss the details. 
 
At this moment we have resolved the customers billing concern in a satisfactory manner.  The client has our contact information should he wish to contact us directly.
 
As always, we thank the Revdex.com for the opportunity to assist our customer.
 
Luis/Cox Communications Executive Offices/ Arizona
Tell us why here...

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

June 27, 2014

We were sorry to hear that the consumer was unhappy with our response regarding her bundled rate and her Price Lock Guarantee (PLG) for her Cox services.  Upon receipt of her initial complaint, we extensively reviewed all of the notes and records that were available to us.  I had provided detailed information to assist her with the questions she had on the bundle and the PLG.    

Because of the many details that accompany this type of request, I contacted the customer on the phone in order to assist her in making the decision on her services and the rates.  The customer and I went over her account billing, the services that are included in her current monthly rate, and the available rates when the services are not bundled.  During our conversation, we both agreed that she was receiving a great discount for the services she subscribed to.  I have agreed to remove her from the PLG without penalty if she should choose to do that.  When we spoke on June 19, she was going to review all of the options and contact me back with her decision.  She has the direct number to my office and I look forward to assisting her if she should need me to.   

At this time, we have left the services and pricing as they were and have not made any changes. We regret any confusion over the bundled rate and the PLG that was provided on her account.  We want to thank her for being our customer, her patronage and loyalty is appreciated.  Thank you.

Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

June 30, 2014

font-family: Calibri;">Revdex.com complaint # [redacted]

We were sorry to hear that our customer is experiencing difficulty regarding his contract with our Cox Business Department.  Because the customer does have a written agreement with our Business Team, we requested their assistance with the complaint that has been filed with the Revdex.com.

Our Business Leadership Team advised that they will contact the customer and work out a plan to switch the customer from a business to a residential account.  The customer will be directly advised on the changes to his account, what equipment to return, etc. 

We believe the customer will be satisfied with our resolution.  Please let us know if you have further questions.  Thank you.

[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

June 4, 2014

Revdex.com complaint # [redacted]

We are sorry that the customer was not satisfied with the answer that we gave the Revdex.com in April of this year regarding his request for a $170.00 refund.   As we stated in our April 28, 2014 reply, we do not have support to remove$170.00 from the bill as the customer’s billing and charges are valid.  Our Collections Team has confirmed that the customer has not been overcharged or double billed for $170.00. 

We apologize that we were not able to give the answer that the customer was hoping to hear.  Should the customer have further concerns on his billing and charges, our subscribers are able to access and view up to 18 months of their statements on line via our website at www.[redacted].com/[redacted].  For specific billing questions, our Account Services Team can be reached by phone at ###-###-####.   

 

[redacted]/Cox Communications Executive Offices/Arizona

Revdex.com Case # [redacted]

size="3"> 
It is our goal to provide our customers with exemplary customer service. 
 
We regret to hear of any inconvenience that our customer has experienced with their services. 
 
We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution.
 
As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]
 
Cox Field Services returned to the customer's home on 11/7/16. During this visit, the Cox Technician verified download speeds up to 140 Mbps and upload speeds up to 14 Mbps while bypassing the customer's wireless router and connecting directly to the Internet cable modem. At that time the customer was made aware and agreed to upgrade his equipment. While 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 11/8/16 and provided the appropriate adjustments to their account.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case # [redacted]
 

size="3"> We regret to hear of any inconvenience that our customer has experienced with our company. 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. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

In the customer’s original complaint to the Revdex.com, he stated that in August 2013 he was advised by our agent that he would receive the non-digital cable free for as long as he subscribed to our Internet service.  We advised the customer via telephone that we do not have a current offer that would guarantee a subscriber to receive free Starter or Expanded service with a data subscription.   Our records do confirm that the customer was given a 12 month promotion from August 21, 2013, through August 21, 2014, which gave the customer Starter cable service without a charge for one year.  

On September 9, 2014, the customer reported to our Technical Support group that he was not receiving the Expanded Cable channels, which are a step up from the Starter Cable level.  Our Technical Support Team discovered that the customer was previously receiving the Expanded Level of cable service, without charge. After speaking to the subscriber and completing further investigation on our end, we confirmed that the incorrect trap/filter was installed at the cable pedestal on August 21, 2013, which allowed the client access to cable channels that he did not subscribe to or pay for.   We advised the customer that we would no longer provide the higher level of service to him, without a monthly fee. Our Mesa Field Leadership Team verified that the customer has been paying for the Expanded cable since September 23 of this year, but was not receiving that level of service.  The correction has been made to the outside line, and we have applied a credit to the customer’s account for the overcharge.

Our records also confirm that the customer also had a temporary campaign granting him Preferred Internet service at a $34.99 rate from August 23, 2013, through November 23, 2013.  The $60.00 in connection fees that were charged to the customer on August 21, 2013, was waived as a courtesy to the customer. 

We hope the Revdex.com has found this information helpful.  Thank you.

[redacted]/ Cox Communications Executive Offices/ Arizona

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 read that reply from Cox, which is nothing but a repeat of what is on their record for that $105 charge. No where is there an answer to the fact that they cashed the check which had “Paid in full” on it. That same office acknowledged to me they have that letter. I sent to Revdex.com, and Cox headquarters the entire story including that I had paid in full for that service period which ended March 3rd, the day I cancelled Cox’s services, Every body, including Revdex.com and Cox headquarters, has all that information from me. Cox is paid in full, I owe them no money, and not a one of you would be paying any such incorrect bill if you had been so charged. I have answered/spoke to everyone involved. No more correspondence from me. Simply write that bill off as you should have done from day one. And remember, they were originally charging me over $400, every dollar of it absolutely unearned, and it took several calls to get that out of the record. Thanks again. [redacted].

Revdex.com complaint [redacted]

We were sorry to hear of the...

difficulty that the customer experienced

with our Accounting Department and their bill. 

Due to the concerns that the customer brought to the attention of your

office, we contacted the client directly to assist.  We have been in close contact with the

subscribers and we ensured that the appropriate refund was processed.

 

As always, thank you for the opportunity to assist a valued

client!

 

Catherine/ Cox Communications Executive Offices/ Arizona

August 19, 2015 Revdex.com complaint # [redacted]-- [redacted] We were sorry to hear of the difficulty experienced regarding the cable line that is lying above ground.  Due to the information that [redacted] brought to the attention of your office, we contacted our Field...

Leadership Team for assistance.   Our Tempe Field Supervisors advised us that the cable line [redacted] refers to is a temporary cable/feeder line that will be permanently relocated.  Our Leadership Team has assured us that [redacted] will be contacted and advised on the progress and time line of the line relocation process.  We will contact [redacted] directly as well and give him our contact information in case he has additional questions regarding this matter.   Thank you again for the opportunity to assist! [redacted]/Cox Communications Executive Offices/ [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. 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.   [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

I wanted to touch base with you as this rebuttal is now the third time this customer has disputed our findings. I worked with her directly on 6/2 from a Corporate Care complaints, and again on 6/9 to readdress the concerns. Ms. [redacted] is asking for us to provide multiple years of credit for her cable services which she insists she never ordered. However, I spoke with her in great detail regarding her account on 6/2 and reinforced my findings on 6/9. For the security of our customer’s account I cannot go into direct account specifics, but her and I went over the date it was ordered, calls regarding the service, and a distinct lack of calls at any point over the disputed timeframe where the customer made an attempt to disconnect the service prior to this dispute. I made it clear that we absolutely understand her concerns, but the fact remains that every 30 days we provide her with a monthly billing statement outlining exactly what she is being billed for and we encourage our customers to review their bill each month and contact us if there is a billing concern. Ms. [redacted] did admit to me that while she looks at the total balance owed each month, she does not review her detailed monthly billing statement. This was also echoed in her original Revdex.com complaint as well. She also advised me, “I realize I do not have a leg to stand on” in this dispute but insists we credit her for multiple years of cable service which we have no account evidence to support her request. Despite the lack of evidence to support her request for credit, I had no issues offering to provide two months of credit for the cable service which she gladly accepted when I spoke with her on 6/2. Unfortunately, it appears she will continue to dispute this until she is provided with the years of credit she is requesting. At this time we feel we have been incredibly fair to our customer and feel that this rebuttal does not have grounds for a continued dispute. Any assistance with helping us move forward with this is appreciated.   Thanks. [redacted]Executive Resolution SpecialistSWR Executive Escalations

Revdex.com #[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.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

Revdex.com Case # [redacted]
 

size="3"> We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.
 
We spoke with our customer directly to address their concerns. The customer advised us that their services are working correctly following a recent service appointment. We assisted with providing the appropriate adjustments and assured them their feedback will be addressed with leadership.
 
We appreciate the opportunity that the Revdex.com has given to us to assist our customer. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

[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 didnt respond to cox directly because I was told not to by Revdex.com I would like to know how this is going to be resolved,because its not my confusion its a breach of my contract

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 until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Cassandra D[redacted]