Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we thoroughly reviewed our customers...
account. At the conclusion of our investigation we determined that we are not able to support our customer’s claims that she called to disconnect her service before obtaining a new provider. Because we cannot support her claims of voluntarily disconnecting her service, the balance owed is valid. At our customer’s request, we sent a return box to her home, which was delivered on 11/15/16. The return box includes a prepaid return shipping label for her convenience. 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 Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding this complaint. We are happy to assist and welcome the opportunity to resolve this situation with them. Upon receipt of this complaint, we were able to make a call to the contact number provided in this complaint and spoke with a party who opted to make the payment on behalf our customer Arkeith B[redacted]. Although we were unable to discuss any account specifics with the party we spoke to, they provided us with the exact amount needing to be paid to clear the balance for the account in question. Generally, once a write-off balance has been paid, it is updated with the credit bureaus within 30-60 days. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George S. Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding the prices quoted for his services and the changes he requested. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon...
receipt of this complaint, we researched and confirmed the customer’s quoted rate and changes he requested to the services. As the customer had already disconnected his services at the time we spoke, we backdated the pricing to honor the information provided on the original call. The final balance on the account was discussed and the customer agreed to pay it when he returned the equipment. 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 customer’s perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
Revdex.com:
After filing this complaint, I came home from work and checked my mail, since I was told that it would be credited to my account, I thought it was going to be in a form of a direct deposit. I checked my mail on a regular basis, just in case it was sent via live check. I did receive the check in the mail, although it is still frustrating that this was not communicated to me. Also, when we would pay our Cox bill, it would be taken out right away, but it takes over a month to get our refund. Not a very good business practice.
[redacted]
lately many business are helping their clients even though they lost their purchasing or service receipt because the receipt could be lost in any reason.They are concerning the client did the purchasing or services , trying to find the truth.But Cox doesn't want to find the truth, as I already mentioned exact visiting time at Cox local office to return equipment and requested several times to watchYour store cctv camera. Please research for me, if your camera record shows I didn't return the modem, I will pay twice of the modem.I have still 2 Cox business account.Is it common sense I stopped by your local office without modem?
Revdex.com complaint # [redacted] We were sorry to hear of the difficulty experienced regarding the account assumption. While it is never our intention to cause distress for any of our subscribers, we truly apologize for the inconvenience that the customer experienced during...
the transitioning of accounts. While we are unable to change the name on the check for the $11.51 refund, we have added a $20.00 courtesy credit to the new account for the inconvenience that the client experienced. Our company is unable to process a refund check in any other name than the subscriber. We apologize again for the difficulty that the family of the accountholder experienced. Our goal is to treat all of our customers fairly and honestly and we hope that we will regain their faith in our company. We hope this information has been helpful to the Revdex.com. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com Case # [redacted]We sincerely regret any inconvenience this individual has experienced with our company. We have contacted this individual directly to address her concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive...
ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet Service and its quality. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon receipt of...
this complaint, we reached out and spoke with the customer regarding the issues. As a courtesy, we offered to schedule a technician and waive the normally applicable fee to verify the services were up to specifications. We followed up after the technician's visit to confirm everything had been addressed. At this time, the customer stated that his services are working correctly. 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. [redacted] Executive Resolutions Cox Communications
July 28, 2016 Revdex.com complaint # [redacted] We were sorry to hear the customer was not happy with the resolution we presented in our last communication. Due to the concerns that the client brought to your attention, we contacted the customer directly once again and discussed his billing concerns. The necessary adjustments have been made to the customer’s account. At this moment the customers billing concern has been resolved in a satisfactory manner. The client has our contact information should she 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
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 reached out to our customer to...
address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by our representatives setting an expectation that an installation would be completed on a certain day. We have reached out directly to the customer. We came to a successful resolution over the phone. The service was...
activated. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I have made calls to the phone number left on the first message earlier in the week. At least two calls a day have been made from Tues to Fri (10/11-10/14). No emails have been received, having also checked the two spam folders and checking all filters. Possible causes for the lack of phone calls could be due to having no phone service due to the fact of having no network connection which is the cause of the issue at hand.
Revdex.com Case # 1[redacted] We regret to hear of any inconvenience that our customer has experienced with our company. Upon reviewing our customer's account, we identified that a 12 month promotional discount that had been added prior to the 24 month service agreement recently expired...
on 10/7/16. In effort to provide a satisfactory resolution, we have re-applied and backdated the 12 month promotional discount to start as of 10/8/16 but this offer, including two additional discounts will expire before the end of the 24 month period on 3/1/18 as these promotional discounts were also added before the agreement was added to the account on 3/2/16. Lastly, please know as it is stated in the terms and conditions, the service agreement does not price lock any discounts rated but rather the market rate of the existing Cox services at that time. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
I find it disturbing that Cox writes of "transparency" while their website still states only that a DOCSIS 3.0 modem is required (which I have), no mention of 8x4 (see attached) and their site reported during my upgrade that my existing modem was sufficient. It seems their goal is still to sell the upgrade THEN deliver the bad news (and underperformance). I would appreciate their paying for the modem upgrade they're now telling me (and still not telling other customers) is required.
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 been working on this email for over 47 minutes now due to the Internet continuing to drop and having to recover the page and loosing data. I received a call from [redacted] at Cox's executive team and she promised me that she would have someone come out and fix the issue and resolve the monies paid in full for a service I have yet to receive. [redacted], a field technician, came out and stated that it was a very low signal and he would fix it. He gave me his card and told me not to contact Cox but to call him directly if it was not resolved. I placed a call on July 30th and left a detailed message on his [redacted] cell number he provided. It has now been now 24 hours and I have yet to hear a reply. I then placed a call to the number [redacted] had provided 623-594-1031 and left a message on her voice mail. I have yet to hear a reply from her after 24 hours. I have a home based business where it is imperative I receive the service I have paid for in full but at no time have I received this service. Now I am receiving harassing calls from Cox stating I owe $32.00 and that my service will be cut off if not paid. Yet not once has either party returned my calls and still no working Internet service. The Internet signal continues to drop EVERY SINGLE TIME I use it, which is over 200+ times per day. The have over $1800 of my money for a service that has yet to be provided. Nothing less than the refund for the funds they have received will be acceptable along with the service connection they have promised since October 2014.
Regards,
Shannon Fox
[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.]
Revdex.com:
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,
Mark S[redacted]
We would like to thank the customer for taking the time to file her concerns regarding her account billing. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause them any frustrations.
Upon receipt of this complaint we were...
able to make contact with our customer on 12/8/15 to address their concerns. During our conversation we were able to confirm that our Customer Care Center had already applied the necessary credits to the account to correct our customer’s billing. We also worked with our Refunds Department to ensure the credited amount was returned to our customer in the form of a mailed check. We are confident the issue at hand has now been resolved.
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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
GeorgeExecutive ResolutionsCox Communications
Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer has been experiencing with our company. Due to the concerns that he brought to the attention of your office, our Field Leadership contacted the client directly to coordinate a resolution. We were...
advised that our technician was able to work directly with the customer today and have the cable reinstalled at the depth the customer was looking for. We hope this information has been helpful to your office. As always, we appreciate the opportunity to assist a customer. Catherine/Cox Communications Executive offices/ Arizona
June 19, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer recently experienced with our company. Due to the concerns that the client brought to the attention of your office, we contacted him directly to discuss the situation....
We removed the install and service call fee from the account and the feedback regarding the technician has been forwarded to the appropriate Leadership. The customer was happy to receive our call and satisfied with the action that we took. As always, we appreciate the opportunity that the Revdex.com has given us to address the clients concerns. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
We appreciate our customer taking the time to file his additional concerns regarding his Cox High Speed Internet service. As a customer oriented company we welcome the opportunity to address our customer’s concerns with their services.While we completely respect that this has been a frustrating experience for our customer, we must be clear in stating we are unable to provide our customer with an upgraded modem free of charge. As mentioned previously, our Premier Internet service will require an 8 x 4 channel DOCSIS 3.0 modem which can be purchased or rented from Cox Communications or purchased from any electronics retailer. If our customer does not wish to proceed with upgrading their modem, we are happy to assist them with reverting back to their previous level of Cox High Speed Internet. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George Executive Resolutions Cox Communications
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we thoroughly reviewed our customers...
account. At the conclusion of our investigation we determined that we are not able to support our customer’s claims that she called to disconnect her service before obtaining a new provider. Because we cannot support her claims of voluntarily disconnecting her service, the balance owed is valid. At our customer’s request, we sent a return box to her home, which was delivered on 11/15/16. The return box includes a prepaid return shipping label for her convenience. 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 Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding this complaint. We are happy to assist and welcome the opportunity to resolve this situation with them. Upon receipt of this complaint, we were able to make a call to the contact number provided in this complaint and spoke with a party who opted to make the payment on behalf our customer Arkeith B[redacted]. Although we were unable to discuss any account specifics with the party we spoke to, they provided us with the exact amount needing to be paid to clear the balance for the account in question. Generally, once a write-off balance has been paid, it is updated with the credit bureaus within 30-60 days. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George S. Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding the prices quoted for his services and the changes he requested. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon...
receipt of this complaint, we researched and confirmed the customer’s quoted rate and changes he requested to the services. As the customer had already disconnected his services at the time we spoke, we backdated the pricing to honor the information provided on the original call. The final balance on the account was discussed and the customer agreed to pay it when he returned the equipment. 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 customer’s perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
Revdex.com:
After filing this complaint, I came home from work and checked my mail, since I was told that it would be credited to my account, I thought it was going to be in a form of a direct deposit. I checked my mail on a regular basis, just in case it was sent via live check. I did receive the check in the mail, although it is still frustrating that this was not communicated to me. Also, when we would pay our Cox bill, it would be taken out right away, but it takes over a month to get our refund. Not a very good business practice.
[redacted]
lately many business are helping their clients even though they lost their purchasing or service receipt because the receipt could be lost in any reason.They are concerning the client did the purchasing or services , trying to find the truth.But Cox doesn't want to find the truth, as I already mentioned exact visiting time at Cox local office to return equipment and requested several times to watchYour store cctv camera. Please research for me, if your camera record shows I didn't return the modem, I will pay twice of the modem.I have still 2 Cox business account.Is it common sense I stopped by your local office without modem?
Revdex.com complaint # [redacted] We were sorry to hear of the difficulty experienced regarding the account assumption. While it is never our intention to cause distress for any of our subscribers, we truly apologize for the inconvenience that the customer experienced during...
the transitioning of accounts. While we are unable to change the name on the check for the $11.51 refund, we have added a $20.00 courtesy credit to the new account for the inconvenience that the client experienced. Our company is unable to process a refund check in any other name than the subscriber. We apologize again for the difficulty that the family of the accountholder experienced. Our goal is to treat all of our customers fairly and honestly and we hope that we will regain their faith in our company. We hope this information has been helpful to the Revdex.com. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com Case # [redacted]We sincerely regret any inconvenience this individual has experienced with our company. We have contacted this individual directly to address her concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive...
ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet Service and its quality. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon receipt of...
this complaint, we reached out and spoke with the customer regarding the issues. As a courtesy, we offered to schedule a technician and waive the normally applicable fee to verify the services were up to specifications. We followed up after the technician's visit to confirm everything had been addressed. At this time, the customer stated that his services are working correctly. 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. [redacted] Executive Resolutions Cox Communications
July 28, 2016 Revdex.com complaint # [redacted] We were sorry to hear the customer was not happy with the resolution we presented in our last communication. Due to the concerns that the client brought to your attention, we contacted the customer directly once again and discussed his billing concerns. The necessary adjustments have been made to the customer’s account. At this moment the customers billing concern has been resolved in a satisfactory manner. The client has our contact information should she 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
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 reached out to our customer to...
address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by our representatives setting an expectation that an installation would be completed on a certain day. We have reached out directly to the customer. We came to a successful resolution over the phone. The service was...
activated. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I have made calls to the phone number left on the first message earlier in the week. At least two calls a day have been made from Tues to Fri (10/11-10/14). No emails have been received, having also checked the two spam folders and checking all filters. Possible causes for the lack of phone calls could be due to having no phone service due to the fact of having no network connection which is the cause of the issue at hand.
Revdex.com Case # 1[redacted] We regret to hear of any inconvenience that our customer has experienced with our company. Upon reviewing our customer's account, we identified that a 12 month promotional discount that had been added prior to the 24 month service agreement recently expired...
on 10/7/16. In effort to provide a satisfactory resolution, we have re-applied and backdated the 12 month promotional discount to start as of 10/8/16 but this offer, including two additional discounts will expire before the end of the 24 month period on 3/1/18 as these promotional discounts were also added before the agreement was added to the account on 3/2/16. Lastly, please know as it is stated in the terms and conditions, the service agreement does not price lock any discounts rated but rather the market rate of the existing Cox services at that time. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
I find it disturbing that Cox writes of "transparency" while their website still states only that a DOCSIS 3.0 modem is required (which I have), no mention of 8x4 (see attached) and their site reported during my upgrade that my existing modem was sufficient. It seems their goal is still to sell the upgrade THEN deliver the bad news (and underperformance). I would appreciate their paying for the modem upgrade they're now telling me (and still not telling other customers) is required.
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 been working on this email for over 47 minutes now due to the Internet continuing to drop and having to recover the page and loosing data. I received a call from [redacted] at Cox's executive team and she promised me that she would have someone come out and fix the issue and resolve the monies paid in full for a service I have yet to receive. [redacted], a field technician, came out and stated that it was a very low signal and he would fix it. He gave me his card and told me not to contact Cox but to call him directly if it was not resolved. I placed a call on July 30th and left a detailed message on his [redacted] cell number he provided. It has now been now 24 hours and I have yet to hear a reply. I then placed a call to the number [redacted] had provided 623-594-1031 and left a message on her voice mail. I have yet to hear a reply from her after 24 hours. I have a home based business where it is imperative I receive the service I have paid for in full but at no time have I received this service. Now I am receiving harassing calls from Cox stating I owe $32.00 and that my service will be cut off if not paid. Yet not once has either party returned my calls and still no working Internet service. The Internet signal continues to drop EVERY SINGLE TIME I use it, which is over 200+ times per day. The have over $1800 of my money for a service that has yet to be provided. Nothing less than the refund for the funds they have received will be acceptable along with the service connection they have promised since October 2014.
Regards,
Shannon Fox
[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.]
Revdex.com:
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,
Mark S[redacted]
We would like to thank the customer for taking the time to file her concerns regarding her account billing. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause them any frustrations.
Upon receipt of this complaint we were...
able to make contact with our customer on 12/8/15 to address their concerns. During our conversation we were able to confirm that our Customer Care Center had already applied the necessary credits to the account to correct our customer’s billing. We also worked with our Refunds Department to ensure the credited amount was returned to our customer in the form of a mailed check. We are confident the issue at hand has now been resolved.
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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
GeorgeExecutive ResolutionsCox Communications
Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer has been experiencing with our company. Due to the concerns that he brought to the attention of your office, our Field Leadership contacted the client directly to coordinate a resolution. We were...
advised that our technician was able to work directly with the customer today and have the cable reinstalled at the depth the customer was looking for. We hope this information has been helpful to your office. As always, we appreciate the opportunity to assist a customer. Catherine/Cox Communications Executive offices/ Arizona
June 19, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer recently experienced with our company. Due to the concerns that the client brought to the attention of your office, we contacted him directly to discuss the situation....
We removed the install and service call fee from the account and the feedback regarding the technician has been forwarded to the appropriate Leadership. The customer was happy to receive our call and satisfied with the action that we took. As always, we appreciate the opportunity that the Revdex.com has given us to address the clients concerns. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
We appreciate our customer taking the time to file his additional concerns regarding his Cox High Speed Internet service. As a customer oriented company we welcome the opportunity to address our customer’s concerns with their services.While we completely respect that this has been a frustrating experience for our customer, we must be clear in stating we are unable to provide our customer with an upgraded modem free of charge. As mentioned previously, our Premier Internet service will require an 8 x 4 channel DOCSIS 3.0 modem which can be purchased or rented from Cox Communications or purchased from any electronics retailer. If our customer does not wish to proceed with upgrading their modem, we are happy to assist them with reverting back to their previous level of Cox High Speed Internet. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George Executive Resolutions Cox Communications