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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Hello,I have never received a phone call or a voicemail from Cox. The phone number on both accounts should be ###-###-####. I was hoping that Cox would offer some sort of compensation. I recently received a bill and there were no adjustments as the bill is what it was last month even though again I was told it would be about $10.00 less. As far as receiving a letter, by calling Cox I am on hold with a rep. longer than anyone should have to hold. Sincerely,[redacted]
We would like to thank the customer for taking the time to voice her additional concerns regarding her Cox account. As a customer service oriented company we always welcome the opportunity to come to a resolution with our customers. In reference to our customer’s concerns of requesting a downgrade or disconnection of service being refused by our Customer Care Center, we would like to stress that we take these type of concerns very seriously. Regretfully, we must be transparent that we found no indication in the account notes that our customer made a formal request to downgrade or disconnect service. While we understand our customer may have voiced dissatisfaction with their monthly rate in previous interactions with our company, this does not constitute a formal request to remove or downgrade services and thus no changes to the account were made. Should our customer wish to make changes to their account or level of service we encourage her to contact our Customer Care Center at her earliest convenience to discuss her options. Additionally, we understand our customer may feel that they are owed additional credits regarding services at a previous address. However, we do see that our customer spoke at length to our Customer Care Center on 3/2/16 regarding this subject and was advised numerous times that her account had been adequately compensated for previous issues experienced at her prior address. While we realize this may be frustrating, we must reiterate that our customer has been adequately compensated for any previous issues that occurred at her previous address and would not be due any additional account adjustments. 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. George Executive Resolutions Cox Communications
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 her concerns, however, our attempts to reach her have been unsuccessful. Once we are able to speak with the her and verify the account, we can address her concerns and provide a successful resolution. We have mailed the check for the credit balance on 3.10.17 and please expect 7-10 business days for delivery. There was no inquiry sent to the credit bureaus during the collection status. The credit agency will send a letter to the customers address to confirm. The account currently shows a zero balance. We want to thank our customer for her patience during this process and wish her success in the future. Thank you for your time and consideration. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com #[redacted]
We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding possible fraud/identity theft on their former account. It is certainly not our intention to cause any frustration. We have contacted the customer directly and advised that her...
concerns have been forwarded to our Fraud/Identity Theft team. She is aware a packet is being sent in the mail for her to fill out and send back so a formal investigation can be completed. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 on 6/29/16 and 7/6/16. 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. J[redacted] W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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. Once we speak regarding the outcome, I will update my response to let you know if I'm satisfied or not with the end result.
Regards,
[redacted]
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,
[redacted]
After several attempts we were able to successfully make contact with the customer to address her concerns.At this time we currently have a service appointment scheduled to come out at the customer's earliest convenience. We have also arranged a date and time with the customer for a follow up call to ensure we have successfully resolved her issues and concerns.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.Sincerely,
[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding the recent service issues. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Due to the concerns that were brought to our...
attention, we made multiple attempts to reach her at the number provided. We were unsuccessful in our attempts. We were able to leave a voicemail with our contact information on each call though. 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 623-594-1000. Melissa/Cox Communications Executive Offices/Arizona
We would like to thank the customer for taking the time to file his concerns regarding his monthly rate for services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Upon receipt of this complaint we reviewed the...
account notes, and discount history to gain a better understanding of our customer’s concerns. Review of the account found that from September of 2013 to October of 2014 our customer was provided our Bronze Bundle promotional pricing which included a monthly discount of $56.98. Additionally, our customer was provided a discount of $25.00 off per month from April of 2015 to May of 2016, which unfortunately did result in a higher rate once the discount expired. As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. However, when considering the previous discounts our customer has received, in addition to the current monthly discounts of $16.26 still remaining on the account, we do feel that we have been very receptive and flexible regarding our customer’s concerns with price throughout their tenure with us. While we recognize that the rate our customer previously had or rates seen in our advertisements for new installations may be very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired nor is it a standard practice to refresh discounts each time they expire. Should our customer have concerns with their pricing we absolutely welcome them to discuss many of our lower priced packages with our Customer Care Center. 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 ResolutionsCox Communications
We were sorry to hear of the confusion that the customer has experienced with her billing. Due to the situation, we have made direct contact with the subscriber and we are working directly with her to...
resolve the situation at hand. We will continue to work with her and resolve this billing problem.
We always appreciate the opportunity to assist a customer, so we thank you for forwarding the information to us.
We would like to thank the customer for taking the time to file her concerns regarding ongoing service issues on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly did not want to cause her any frustrations. Upon receipt of this...
complaint, we reached out and made contact with the customer. At her request, the Cox services were disconnected in her home. The charges in question were addressed and the customer has no further concerns. 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
We would like to thank the customer for taking the time to file their concerns regarding their account. 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, we did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful on all attempts. We have also submitted a letter to our customer's home with our contact information. Should the customer contact us we will be happy to address their concerns with their account. 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. George Executive Resolutions Cox Communications
Acct Nbr [redacted]
** [redacted]
[redacted]
[redacted]
[redacted] Revdex.com Complaint#[redacted] Good Morning Mr. [redacted]s, This letter is in response to the above-referenced complaint that you filed September 30, 16, regarding the Early...
Termination Fees in the amount of $4180.59. We have reviewed all documents and contracts that have been submitted and we have issued the credit for the Early Termination Fees. There was no supporting documents that indicated that this current balance had belonged to you, just the fact that it was created under your business name. On 9/30/16 when you did call in, you were recently added to the account only to gain access since it was your business name. Knowing that you were just added for the 1st time, supports your main concern that your signature may have been forged. Unfortunately Cox has no bearing to file those types of charges, so that would have to be something you would need to pursue if necessary, outside of Cox. In conclusion, Cox Acct[redacted]1 has been cleared of the $4180.59 in dispute. If there is anything else we need to address that may be case related, please feel free to reply to the email. Other than that, thank you so much for still being a continued loyal customer with Cox Communications. . We thank you for your continued patronage and look forward to providing you with exceptional customer experiences for the future.
December 13, 2016—Revdex.com complaint# 11869247—[redacted] We were sorry to hear of the difficulty that the customer experienced with his GIG order. It is never our intention to misinform our customers, and we sincerely regret the difficulty that the client encountered. Due to the concerns...
that he brought to the attention of your office, we attempted contact with the customer directly. While we did not speak with him, we did leave our direct contact information. Today we verified on our second message to the subscriber that our GIG Field Leadership Team has reviewed the complaint, and is working directly with our office to honor the rate/price quoted, and to schedule the install for a convenient time for the customer. While our office is not available to speak to the customer after business hours or weekends, we will continue to keep in touch with him to ensure the installation and pricing is honored on his account. We appreciate the Revdex.com bringing this concern to our attention. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
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.
[redacted], who responded the the Revdex.com complaint by calling me has admitted iCox did Make mistakes and agreed that everything I did complain about, is accurate and that I was misquoted from 2 different departments. He also acknowledged that Cox made a mistake when I called in a month later and they still told me I was under the plan I was promised. ($94.00 out the door) If cox feels they made a mistake, they should do what a reputable company will do and honor what was quoted. I left the service I was with and out of contract with my other service provider, and had many loyalty discounts and a grandfathered discount associated with my old account. If I go back to my old service, I will have to start from scratch and pay for equipment and I will no longer have loyalty and grandfathered discounts, costing me much more than where was. I appreciate the $61.00 credit and the offer to waive the cancellation fee after having me agree to a contact under false presences. But the credit was not accepted by me as a bribe to buy me off, I took it as compensation for the grief they put me though so far. The Manager, [redacted], who responded the the Revdex.com complaint by calling me, , just held his ground, admitted Cox was wrong, but still refused to honer the contract they made with me. He tried to come from a position of power , trying to control the call to try to intimidate me. If cox wants to waive the termination fee for me because they want out of a contract they committed, I will accept that if they waive all cancellation fees on all clients who cancel service with cox, (And refund anyone who has ever had a cancellation fee) because these clients made a mistake when they signed up and made a commitment, cox does not believe in keeping commitments they agreed to just because they felt like it was a bad deal for them after the fact. and just like cox did to me, so anyone who feels they made a mistake with cox and they freely admit it they should get out of their obligations since an agreement means nothing to cox. This is a policy cox uses with me where you can get out of a written commitment if you change your mind and make a mistake, , and I'm sure that this is a form of discrimination if cox does not offer that same option to all of it's customers .. Once again, I am available to share all of my signed documentation from cox and and recordings of all conversations (The rep was aware the call was recorded) there is no exaggeration on my part, it is not my goal to "stick it to the man", these are just facts of my dealings with Cox Communications.
Revdex.com Rebuttal #[redacted] We would like to thank the customer for bringing their additional concerns to the attention of your office. We performed a thorough review of our customer’s account and we were able to confirm that there was no access or authentication on her account to confirm that she contacted us for disconnection of services. Because we are required to authenticate disconnection of services with verification of the PIN on the account, any change of service or disconnection request would be automatically documented in our system. While we understand our customer’s position, we do not have support to issue a credit for the balance on her account in the amount of $70.22. As stated in our original response, there is not any documentation that our customer contacted us to disconnect her services before obtaining service with another provider. We would like to thank the Revdex.com for their time and consideration in closing this complaint. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We are sorry to hear that one of our customers is experiencing difficulty with her Internet service. Our records indicate that we previously addressed the customer’s speed issues in October, as the client called our Corporate Office regarding her data speed. Due to her call to our office,...
we asked our Field Management Team to contact the customer and meet with her to address the service concerns. On November 4 of this year, our technician Mauricio met with the customer and was able to confirm that our service was operating as it should, and determined the problem was due to the customer’s router. While the customer was not happy that Mauricio proved that the router was the problem, we can confirm that when the line was connected directly to the computer, the speed test verified that that service was not substandard. After reconnecting the router, the speed once again dropped to an unacceptable level. While our Field Leadership determined that the service call fee was a valid charge, we have removed it from the customer’s bill, as a courtesy. As our technician advised, we highly advise that the customer purchase a 1 Gigabit router to accommodate the speed that she is receiving from our company. We have no support to apply service credits to her account. We hope this information has been helpful to the Revdex.com. Thank you for the opportunity to address the concerns that the customer brought to your attention. [redacted]/Office of the General Manager/Cox Communications
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 regarding the promotional offer. On August 11, 2016, a member of our Customer Experience...
Department made contact with our customer and confirmed their issues were resolved at the Cox Retail Location earlier that day. We want to assure our customer that we respect their feedback and that the appropriate coaching will be provided for the representatives involved. 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 for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Hello,I have never received a phone call or a voicemail from Cox. The phone number on both accounts should be ###-###-####. I was hoping that Cox would offer some sort of compensation. I recently received a bill and there were no adjustments as the bill is what it was last month even though again I was told it would be about $10.00 less. As far as receiving a letter, by calling Cox I am on hold with a rep. longer than anyone should have to hold. Sincerely,[redacted]
We would like to thank the customer for taking the time to voice her additional concerns regarding her Cox account. As a customer service oriented company we always welcome the opportunity to come to a resolution with our customers. In reference to our customer’s concerns of requesting a downgrade or disconnection of service being refused by our Customer Care Center, we would like to stress that we take these type of concerns very seriously. Regretfully, we must be transparent that we found no indication in the account notes that our customer made a formal request to downgrade or disconnect service. While we understand our customer may have voiced dissatisfaction with their monthly rate in previous interactions with our company, this does not constitute a formal request to remove or downgrade services and thus no changes to the account were made. Should our customer wish to make changes to their account or level of service we encourage her to contact our Customer Care Center at her earliest convenience to discuss her options. Additionally, we understand our customer may feel that they are owed additional credits regarding services at a previous address. However, we do see that our customer spoke at length to our Customer Care Center on 3/2/16 regarding this subject and was advised numerous times that her account had been adequately compensated for previous issues experienced at her prior address. While we realize this may be frustrating, we must reiterate that our customer has been adequately compensated for any previous issues that occurred at her previous address and would not be due any additional account adjustments. 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. George Executive Resolutions Cox Communications
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 her concerns, however, our attempts to reach her have been unsuccessful. Once we are able to speak with the her and verify the account, we can address her concerns and provide a successful resolution. We have mailed the check for the credit balance on 3.10.17 and please expect 7-10 business days for delivery. There was no inquiry sent to the credit bureaus during the collection status. The credit agency will send a letter to the customers address to confirm. The account currently shows a zero balance. We want to thank our customer for her patience during this process and wish her success in the future. Thank you for your time and consideration. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com #[redacted]
We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding possible fraud/identity theft on their former account. It is certainly not our intention to cause any frustration. We have contacted the customer directly and advised that her...
concerns have been forwarded to our Fraud/Identity Theft team. She is aware a packet is being sent in the mail for her to fill out and send back so a formal investigation can be completed. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 on 6/29/16 and 7/6/16. 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. J[redacted] W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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. Once we speak regarding the outcome, I will update my response to let you know if I'm satisfied or not with the end result.
Regards,
[redacted]
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,
[redacted]
After several attempts we were able to successfully make contact with the customer to address her concerns.At this time we currently have a service appointment scheduled to come out at the customer's earliest convenience. We have also arranged a date and time with the customer for a follow up call to ensure we have successfully resolved her issues and concerns.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.Sincerely,
[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding the recent service issues. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Due to the concerns that were brought to our...
attention, we made multiple attempts to reach her at the number provided. We were unsuccessful in our attempts. We were able to leave a voicemail with our contact information on each call though. 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 623-594-1000. Melissa/Cox Communications Executive Offices/Arizona
We would like to thank the customer for taking the time to file his concerns regarding his monthly rate for services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Upon receipt of this complaint we reviewed the...
account notes, and discount history to gain a better understanding of our customer’s concerns. Review of the account found that from September of 2013 to October of 2014 our customer was provided our Bronze Bundle promotional pricing which included a monthly discount of $56.98. Additionally, our customer was provided a discount of $25.00 off per month from April of 2015 to May of 2016, which unfortunately did result in a higher rate once the discount expired. As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. However, when considering the previous discounts our customer has received, in addition to the current monthly discounts of $16.26 still remaining on the account, we do feel that we have been very receptive and flexible regarding our customer’s concerns with price throughout their tenure with us. While we recognize that the rate our customer previously had or rates seen in our advertisements for new installations may be very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired nor is it a standard practice to refresh discounts each time they expire. Should our customer have concerns with their pricing we absolutely welcome them to discuss many of our lower priced packages with our Customer Care Center. 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 ResolutionsCox Communications
December 26, 2014
[redacted] complaint # [redacted]-- [redacted]
We were sorry to hear of the confusion that the customer has experienced with her billing. Due to the situation, we have made direct contact with the subscriber and we are working directly with her to...
resolve the situation at hand. We will continue to work with her and resolve this billing problem.
We always appreciate the opportunity to assist a customer, so we thank you for forwarding the information to us.
[redacted]/Cox Communication’s Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding ongoing service issues on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly did not want to cause her any frustrations. Upon receipt of this...
complaint, we reached out and made contact with the customer. At her request, the Cox services were disconnected in her home. The charges in question were addressed and the customer has no further concerns. 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
We would like to thank the customer for taking the time to file their concerns regarding their account. 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, we did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful on all attempts. We have also submitted a letter to our customer's home with our contact information. Should the customer contact us we will be happy to address their concerns with their account. 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. George Executive Resolutions Cox Communications
Acct Nbr [redacted]
** [redacted]
[redacted]
[redacted]
[redacted] Revdex.com Complaint#[redacted] Good Morning Mr. [redacted]s, This letter is in response to the above-referenced complaint that you filed September 30, 16, regarding the Early...
Termination Fees in the amount of $4180.59. We have reviewed all documents and contracts that have been submitted and we have issued the credit for the Early Termination Fees. There was no supporting documents that indicated that this current balance had belonged to you, just the fact that it was created under your business name. On 9/30/16 when you did call in, you were recently added to the account only to gain access since it was your business name. Knowing that you were just added for the 1st time, supports your main concern that your signature may have been forged. Unfortunately Cox has no bearing to file those types of charges, so that would have to be something you would need to pursue if necessary, outside of Cox. In conclusion, Cox Acct[redacted]1 has been cleared of the $4180.59 in dispute. If there is anything else we need to address that may be case related, please feel free to reply to the email. Other than that, thank you so much for still being a continued loyal customer with Cox Communications. . We thank you for your continued patronage and look forward to providing you with exceptional customer experiences for the future.
December 13, 2016—Revdex.com complaint# 11869247—[redacted] We were sorry to hear of the difficulty that the customer experienced with his GIG order. It is never our intention to misinform our customers, and we sincerely regret the difficulty that the client encountered. Due to the concerns...
that he brought to the attention of your office, we attempted contact with the customer directly. While we did not speak with him, we did leave our direct contact information. Today we verified on our second message to the subscriber that our GIG Field Leadership Team has reviewed the complaint, and is working directly with our office to honor the rate/price quoted, and to schedule the install for a convenient time for the customer. While our office is not available to speak to the customer after business hours or weekends, we will continue to keep in touch with him to ensure the installation and pricing is honored on his account. We appreciate the Revdex.com bringing this concern to our attention. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
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.
[redacted], who responded the the Revdex.com complaint by calling me has admitted iCox did Make mistakes and agreed that everything I did complain about, is accurate and that I was misquoted from 2 different departments. He also acknowledged that Cox made a mistake when I called in a month later and they still told me I was under the plan I was promised. ($94.00 out the door) If cox feels they made a mistake, they should do what a reputable company will do and honor what was quoted. I left the service I was with and out of contract with my other service provider, and had many loyalty discounts and a grandfathered discount associated with my old account. If I go back to my old service, I will have to start from scratch and pay for equipment and I will no longer have loyalty and grandfathered discounts, costing me much more than where was. I appreciate the $61.00 credit and the offer to waive the cancellation fee after having me agree to a contact under false presences. But the credit was not accepted by me as a bribe to buy me off, I took it as compensation for the grief they put me though so far. The Manager, [redacted], who responded the the Revdex.com complaint by calling me, , just held his ground, admitted Cox was wrong, but still refused to honer the contract they made with me. He tried to come from a position of power , trying to control the call to try to intimidate me. If cox wants to waive the termination fee for me because they want out of a contract they committed, I will accept that if they waive all cancellation fees on all clients who cancel service with cox, (And refund anyone who has ever had a cancellation fee) because these clients made a mistake when they signed up and made a commitment, cox does not believe in keeping commitments they agreed to just because they felt like it was a bad deal for them after the fact. and just like cox did to me, so anyone who feels they made a mistake with cox and they freely admit it they should get out of their obligations since an agreement means nothing to cox. This is a policy cox uses with me where you can get out of a written commitment if you change your mind and make a mistake, , and I'm sure that this is a form of discrimination if cox does not offer that same option to all of it's customers .. Once again, I am available to share all of my signed documentation from cox and and recordings of all conversations (The rep was aware the call was recorded) there is no exaggeration on my part, it is not my goal to "stick it to the man", these are just facts of my dealings with Cox Communications.
Revdex.com Rebuttal #[redacted] We would like to thank the customer for bringing their additional concerns to the attention of your office. We performed a thorough review of our customer’s account and we were able to confirm that there was no access or authentication on her account to confirm that she contacted us for disconnection of services. Because we are required to authenticate disconnection of services with verification of the PIN on the account, any change of service or disconnection request would be automatically documented in our system. While we understand our customer’s position, we do not have support to issue a credit for the balance on her account in the amount of $70.22. As stated in our original response, there is not any documentation that our customer contacted us to disconnect her services before obtaining service with another provider. We would like to thank the Revdex.com for their time and consideration in closing this complaint. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We are sorry to hear that one of our customers is experiencing difficulty with her Internet service. Our records indicate that we previously addressed the customer’s speed issues in October, as the client called our Corporate Office regarding her data speed. Due to her call to our office,...
we asked our Field Management Team to contact the customer and meet with her to address the service concerns. On November 4 of this year, our technician Mauricio met with the customer and was able to confirm that our service was operating as it should, and determined the problem was due to the customer’s router. While the customer was not happy that Mauricio proved that the router was the problem, we can confirm that when the line was connected directly to the computer, the speed test verified that that service was not substandard. After reconnecting the router, the speed once again dropped to an unacceptable level. While our Field Leadership determined that the service call fee was a valid charge, we have removed it from the customer’s bill, as a courtesy. As our technician advised, we highly advise that the customer purchase a 1 Gigabit router to accommodate the speed that she is receiving from our company. We have no support to apply service credits to her account. We hope this information has been helpful to the Revdex.com. Thank you for the opportunity to address the concerns that the customer brought to your attention. [redacted]/Office of the General Manager/Cox Communications
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 regarding the promotional offer. On August 11, 2016, a member of our Customer Experience...
Department made contact with our customer and confirmed their issues were resolved at the Cox Retail Location earlier that day. We want to assure our customer that we respect their feedback and that the appropriate coaching will be provided for the representatives involved. 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 for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region