Cox Communications, Inc.

Revdex.com Case# 11394236
 
...

We regret to hear of any inconvenience that our customer has experienced with our company. 
 
We spoke to the customer directly on 4/22/16 regarding his concerns. We advised him that while we were sorry to hear of his experience and ongoing issues, our Field Leaders are confident that we have done our due diligence and made every attempt to provide him a resolution. At this time, we have verified everything at the plant and the customer’s home has been resolved indicating the issue to be with his personal equipment.
 
Recognizing that we could not satisfy the customer, we offered to schedule a disconnection and provide a refund should he wish to pursue other options for a service provider. No changes were made during our conversation but if he wishes to proceed he can contact us back or our Customer Service Department at [redacted] or [redacted].
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com #[redacted]

"Helvetica",sans-serif; font-size: 10pt;">We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. 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.Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #[redacted]
 

size="3"> We sincerely regret to hear of the issues our customer has experienced with their Cox Internet Service and with our company.
 
Upon our initial contact with the customer on 12/1/16, we have been working with him and our Field Leadership directly to facilitate and provide a successful resolution. We are confident that we will be able to provide a successful resolution for our customer and address all of their concerns.
 
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

I spoke with [redacted] on the 14th she said she would follow up with me on Monday I never heard anything from her I would like to discuss a couple of issues with her but I'm not going to reach out until she reaches out to me as she told me she would it seems as though this issue is not resolved but just open ended I would also greatly like to resolve the issue of their last timed out is blowing my vizio speaker out I am Not sure if I should contact [redacted] about that or wait for her to contact me any advice you have would be greatly appreciated thank you so very much have a great day and many thanks to the Revdex.com
Respectfully

Revdex.com Case # [redacted]
 

size="3"> 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.
 
Prior to receiving the complaint filed with the Revdex.com, the customer contacted our Cox Corporate Office regarding this matter. The Corporate Escalations Department reached out to the customer on 10/31/16 to address their concerns. On 11/2/16, Cox Field Services verified the service outside and have left the customer a message to further diagnose the issue from inside their home. While our Corporate Escalations Department is currently assisting the customer, we will continue monitoring this escalation to ensure a successful resolution.
 
Thank you for your time and consideration.
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution.Thank you for your time and...

consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any...

inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and have provided 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. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service.  We sincerely regret any inconvenience that our customer has experienced with our company and their Internet service. 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 the concerns and provide a successful resolution. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their account rebate.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.Regarding the customer’s...

concerns with their account billing, our customer had submitted a duplicate complaint through the Revdex.com to our Atlanta offices which we received on 6/25/15 (Revdex.com Case # [redacted]). Upon receipt of this complaint, we did attempt to reach them at the telephone number they provided to us (###-###-####) on 6/25/15 and 6/26/15 to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing.  Although we were unable to speak to our customer directly, we were able to confirm that the rebate in question has been mailed to our customer as of 6/3/15 and has an expected delivery date of 7/3/15. Additionally, we see our customer has been substantially compensated by our Customer Care Center with an account adjustment that was applied on 6/3/15. 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. Thank you. [redacted]Executive ResolutionsCox Communications

We would like to thank the customer for taking the time to file their concerns regarding their installation.  Please let me begin with an apology for...

any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations.
Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their installation.
 
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. Thank you. [redacted] Executive Resolutions Cox Communications

Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by services not working correctly.  We attempted to directly contact the customer by telephone and email. We would need to make contact with the customer to schedule a visit to address the technical...

concerns. We can also work towards a successful resolution to the billing concerns mentioned in the complaint.  Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # [redacted]
 
We have contacted the customer directly on 6/7/16 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. 
 
Jesse W.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

April 27, 2016
Revdex.com complaint # [redacted]

face="Times New Roman" size="3"> We were sorry to hear of the confusion that the customer experienced with his billing and the [redacted] card promotion. 
When we spoke to the customer yesterday ,we explained that because the gift card promotion was not set up in our system in accordance with the marketing guidelines, we are unable to request the gift card from our Rebate Center.  We offered the customer a $200.00 credit to his account because we were unable to fulfill his request for the [redacted] card.  The customer declined our offer of $200.00. Because sending a $200.00 [redacted] gift card is not an option, we will apply a $200.00 credit to the customer’s account today.  We also confirmed with the customer yesterday that he is on a non-contracted plan, so he has the option to terminate service with us at any time, without penalization.
We apologize again for the confusion regarding the customer’s account and billing.  We believe our company has made a fair an honest attempt to right the situation with our credit application. 
As always, thank you for the opportunity to assist a customer.
Catherine/Cox Communications Executive Office/ Arizona

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

June 19, 2014

We are sorry that the matter of the fax had not been addressed on the previous reply.  The customer’s account and the missing payment file have been researched and we do not find that a fax was received for the customer’s missing January payment.

I have reached out to the customer and requested that she resubmit the fax directly to my attention in my office.  I have also provided her with the summary of the last six payments received on the account as follows:  

09/26/13          Received check in the amount of $55.99

11/01/13          Received check in the amount of $55.99

11/30/13          Received check in the amount of $62.99

12/31/13          Received check in the amount of $62.99

02/18/14          Payment made at the Retail Store in the amount of $62.99

04/30/14          Received check in the amount of $75.19

We will work together with the customer on the January payment research; she has my name, office number, and email address for contact.  Thank you.

Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

February 9, 2016
Revdex.com complaint # [redacted]

face="Times New Roman" size="3"> We were sorry to hear of the confusion that the customer experienced with his account and billing.
Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve.  The customer has our contact information and we will continue to work with him to ensure his billing is addressed appropriately.
As always, thank you for bringing this to our attention.

Catherine/ Cox Communications Executive Offices/ Arizona

Revdex.com Rebuttal -- No. [redacted] – Mr. [redacted]

March 12, 2014

We were sorry to hear that the consumer was unhappy with our response regarding his monthly rate dispute on his Cox account.  Upon receipt of his initial complaint, we extensively reviewed all of the notes and online advertising.  All of the information that was reported in our previous response is based on our written documentation of his account and the advertising which is posted on the Cox.com website. 

Cox always strives to be a leader in customer service.  We certainly regret any inconvenience this has caused and were happy that the consumer has been provided with a generous offer on both his cable and Internet services with Cox.  I have applied a credit to his account today for one month of service for the misunderstanding that occurred.  The customer will see this credit reflected on his next Cox statement. 

We regret that the consumer was not happy with our company’s response to his request.  If he should require additional assistance or would like to speak with our Customer Care Agents, he may call our Customer Care Center at [redacted].  Thank you.

[redacted], Executive Customer Resolutions Specialist

Office of the General Manager

Cox Communications

October 23, 2015Revdex.com complaint #[redacted]. –[redacted]

We were sorry to hear that our customer experienced confusion on her billing.  Due to the concerns that the subscriber brought to your office, we attempted to contact her on two different occasions, to no...

avail.While we did confirm on our message that her refund will be processed, the customer is aware that the billing incurred with us will still have to be paid.  The subscriber stated in her documentation to your office that our company signed her up for automatic payment and cable service without her knowledge or request.  We would like to point out that without  a request, as well as authorization with a PIN: or last four of SS number from the customer, we are not able to sign up any subscriber for service or Easy Pay.  Because the customer did not answer her phone or return our calls, we suggest that she call our Customer Service Department at her convenience for assistance on her account.  Any one of our trained and knowledgeable agents can help and explain the bill, balance owed, rate going forward, etc.   We can be reached at [redacted]  We hope this information has been helpful to your office.  Catherine/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.

We have contacted the customer directly to address their concerns. The customer informed...

us that the issue has been resolved.

Thank you for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address their concerns and are working to 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. Lawrence E.
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

September 3, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and delay that the customer has experienced in receiving the gift card from our company. Due to the concerns that the customer brought to the attention of your office, we...

reached out directly to the subscriber to discuss the matter.    The Processing Department for the gift card fulfillment has advised us that the client’s care will be processed within 10 days.  We have given the client our contact information and will continue to follow up with him regarding the extended amount of time that the processing center is taking to process his gift card. As always, we appreciate the opportunity that the Revdex.com has given us to assist a valuable customer.   [redacted]/Cox Communications Executive Offices/ Arizona