Revdex.com Case #11249402We are sorry to hear our business customer was negatively impacted with his email service. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...
complaint. Thank you for your time and consideration.JaimiExecutive 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 Cox 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 do see that they have since contacted our Customer Care Center on 8/30/16 to have their requested removal of HBO processed. We would like to assure our customer that at no point would our company intentionally place services on our customer’s accounts without their permission. Please know, we will ensure the feedback regarding this experience will be addressed with the appropriate Cox Leadership to ensure the issue is addressed. Additionally, due to the frustration our customer has experienced in addition to their extended tenure with our company we will apply a $20.00 adjustment to their account as a one time courtesy. 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. Thank you. George Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We regret to hear of any frustration this matter has caused. However, the Cox Fraud Investigation Department has advised us there is no record of this documentation being received from this individual. As previously mentioned, this documentation is required for our Fraud Investigation Department to further proceed. Should the individual have any additional questions or concerns regarding this matter, they can contact our Fraud Investigation Department at ###-###-####. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
The referenced complaint number case has not been resolved. COX after repeated attempts by myself to review the matter has not returned requests for additional information and to review all COX recorded phone calls. COX was to review the last phone call that I had made in which they provided me the same quote as all of the the previous. COX has not done this and again all of these quotes were for phone and internet services at approximately $70 per month. Actual billing is for $100 per month for only 1 year with a $100 voucher. I have also attempted to get a copy of the audio recordings of the phone calls so I can review them and confirm what was said as well. Please assist, thank you;
Revdex.com #[redacted] 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. Due to the concerns brought to the attention of your office we thoroughly reviewed our customers account. We...
can confirm that our customer called to cancel his cable and telephone service on March 19, 2016. Additionally, he returned the receiver on March 28, 2016 and the telephone modem on April 19, 2016. As a courtesy to our long standing customer we issued a credit in the amount of $102.41. This credit will appear on their May 2016 statement. 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
[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,
[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. Atari H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
First, we’d like to thank our customer for reaching out and filing her concerns and compliments regarding her recent experience with our Cox Tech Solutions team. As a customer service oriented company, we appreciate receiving feedback in all forms. Upon receiving this complaint, we reached out to...
speak with her regarding the lingering concerns she had regarding her computer troubles and collected feedback on her experience. At this time, all of her concerns regarding her computer have been addressed through education and work done by our Cox Tech Solutions team. It is always our goal to provide exemplary customer service. We know that our success largely depends on our customer’s perception of our employees, as well as our company. Once again, we’d like to thank her for reaching out and providing her feedback. If she should have any additional questions or concerns, she can contact our Customer Care Center at [redacted] or Cox Tech Solutions at [redacted]. Thank you, Thomas T. Office of the General Manager Cox Communications Tell us why here...
Revdex.com Case # [redacted] 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. We advised the customer that their feedback will be addressed...
with the appropriate leadership within our organization regarding their experience. While the customer has advised us they had contacted a third-party to resolve the issue, we have provided compensation in the form of an adjustment towards 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 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 Cox HomeLife service. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of this...
complaint, our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concerns. Review of our customer’s account has found that they have spoken directly with a supervisor from our Customer Advocacy Department on 8/2/17 to address these concerns at length. During this call, our customer was advised that since they had already opted to terminate their Cox HomeLife services on 7/3/17, that we were unable to troubleshoot or address the technical issues they mentioned they were having. Also, although our customer mentioned ongoing service issues, review of the account indicates we had not visited the home for an issue with the Cox HomeLife service since February of 2017. Additionally, our customer has been advised that the Early Termination Fee was disclosed prior to their decision to disconnect the service and that they opted to proceed with this termination anyways. Regretfully, since our customer was advised of the applicable fees and still requested to terminate the services with these fees in mind, we must reiterate that the Early Termination Fee they were billed of $466.48 is valid and cannot be waived. 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
We would like to thank the customer for taking the time to file his concerns regarding her payment reimbursement. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we reviewed...
the account notes, and previous refund requests. Review of the account found that from there was a refund request completed on May 23rd, 2016, however it had been denied because there were pending charges on account for service from May 20th to July 7th. We did contact our receivables management team and were able to approve the customer’s refund of both 99.00 and 43.00. We have spoken with our customer directly as of 06/13/16 to advise her of this information and confirmed that the refund had been returned to her visa card on 06/17. We are confident that the customers issue has been resolved. 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. Melissa L[redacted] Customer Resolution Specialist 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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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,
[redacted]
This is just another example of poor communication and service from Cox or an out right lie. As a result of my first complaint back in May, Cox agreed to pick up their equipment. A technician came to the house and picked up the modem but for some reason did not pick up the rest of the equipment. Cox was notified and the rest of the equipment sat in the house until Cox picked it up a few days ago. My required out come remains unchanged.
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.
Please see the Desired Outcome/Settlement section of my Revdex.com complaint. In summary, I am demanding that Cox credit my account for a late fee of $8.00 they erroneously charged to my account on 03/11/2015, and the additional late fees (which now total $32.00) Cox has charge to my account as I have not paid the original late fee and have been disputing it.If Cox's promised written response is to indicate that they will correct this error and credit my account for $40, I still have not received this letter.
Regards,
[redacted]
February 25, 2015 [redacted] complaint ID # [redacted] We were sorry to hear of the delayed refund check to our customer. Due to the billing situation that the customer brought to the attention of your office, we contacted him directly to discuss his concerns. After speaking...
with the customer, we advised him that we will contact our Accounting Department to advise that he has not yet received his refund check. Due to the change in billing address, we may find it necessary to put a stop on the refund check that was processed on the 12 of this month, and send another check to his correct address. We will continue to work with the customer to ensure he receives his refund. We appreciate the opportunity that the [redacted] has given us to assist our customer! [redacted]/Cox Communications Executive Offices/[redacted]
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.
Consistent server issues on their end, this is what I have been told all the times I called them, they are having issues with their servers and then they are rebuilding their servers. Please have Cox pull all the calls I made to them and listen to what the rep told me. They are being dishonest, they are not telling you the truth. See attached screen shot of the issues. I already called them over and over again and they keep telling me the same thing, it's the servers. The supervisor that called me today told me there is nothing wrong. She suggested to pull the calls and I agree.
[redacted]
August 6, 2016 Revdex.com# [redacted] We would like to thank the customer for taking the time to file her concerns regarding the remaining internet issues. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we were able to make contact with our customer and arranged to have a tech visit her home to correct the issues once and for all. Our tech visited the home on 08/03/16 and we were able to confirm with our customer that the issues are now fully 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 ###-###-####. Thank You. Melissa Executive Resolutions Cox Communications
August 17, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with our response to her original complaint. We contacted the customer again and advised her that we need support for credits to her account, and gave her the option of faxing or emailing us the documentation which verifies the missing payments from her account. Once we receive the paperwork that verifies a payment was taken from her account, but not applied to her billing, we will be able to apply credits. As always, we appreciate the opportunity to assist a valuable customer, thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We are sorry to hear our customer was negatively impacted by technical issues when submitting payment. We have attempted to directly contact the customer to by telephone. 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. [redacted]Executive ResolutionsOffice of the General Manager Cox Communications, Southwest Region
Revdex.com Case #11249402We are sorry to hear our business customer was negatively impacted with his email service. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...
complaint. Thank you for your time and consideration.JaimiExecutive 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 Cox 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 do see that they have since contacted our Customer Care Center on 8/30/16 to have their requested removal of HBO processed. We would like to assure our customer that at no point would our company intentionally place services on our customer’s accounts without their permission. Please know, we will ensure the feedback regarding this experience will be addressed with the appropriate Cox Leadership to ensure the issue is addressed. Additionally, due to the frustration our customer has experienced in addition to their extended tenure with our company we will apply a $20.00 adjustment to their account as a one time courtesy. 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. Thank you. George Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We regret to hear of any frustration this matter has caused. However, the Cox Fraud Investigation Department has advised us there is no record of this documentation being received from this individual. As previously mentioned, this documentation is required for our Fraud Investigation Department to further proceed. Should the individual have any additional questions or concerns regarding this matter, they can contact our Fraud Investigation Department at ###-###-####. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
The referenced complaint number case has not been resolved. COX after repeated attempts by myself to review the matter has not returned requests for additional information and to review all COX recorded phone calls. COX was to review the last phone call that I had made in which they provided me the same quote as all of the the previous. COX has not done this and again all of these quotes were for phone and internet services at approximately $70 per month. Actual billing is for $100 per month for only 1 year with a $100 voucher. I have also attempted to get a copy of the audio recordings of the phone calls so I can review them and confirm what was said as well. Please assist, thank you;
Revdex.com #[redacted] 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. Due to the concerns brought to the attention of your office we thoroughly reviewed our customers account. We...
can confirm that our customer called to cancel his cable and telephone service on March 19, 2016. Additionally, he returned the receiver on March 28, 2016 and the telephone modem on April 19, 2016. As a courtesy to our long standing customer we issued a credit in the amount of $102.41. This credit will appear on their May 2016 statement. 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
[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,
[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. Atari H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
First, we’d like to thank our customer for reaching out and filing her concerns and compliments regarding her recent experience with our Cox Tech Solutions team. As a customer service oriented company, we appreciate receiving feedback in all forms. Upon receiving this complaint, we reached out to...
speak with her regarding the lingering concerns she had regarding her computer troubles and collected feedback on her experience. At this time, all of her concerns regarding her computer have been addressed through education and work done by our Cox Tech Solutions team. It is always our goal to provide exemplary customer service. We know that our success largely depends on our customer’s perception of our employees, as well as our company. Once again, we’d like to thank her for reaching out and providing her feedback. If she should have any additional questions or concerns, she can contact our Customer Care Center at [redacted] or Cox Tech Solutions at [redacted]. Thank you, Thomas T. Office of the General Manager Cox Communications Tell us why here...
Revdex.com Case # [redacted] 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. We advised the customer that their feedback will be addressed...
with the appropriate leadership within our organization regarding their experience. While the customer has advised us they had contacted a third-party to resolve the issue, we have provided compensation in the form of an adjustment towards 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 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 Cox HomeLife service. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of this...
complaint, our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concerns. Review of our customer’s account has found that they have spoken directly with a supervisor from our Customer Advocacy Department on 8/2/17 to address these concerns at length. During this call, our customer was advised that since they had already opted to terminate their Cox HomeLife services on 7/3/17, that we were unable to troubleshoot or address the technical issues they mentioned they were having. Also, although our customer mentioned ongoing service issues, review of the account indicates we had not visited the home for an issue with the Cox HomeLife service since February of 2017. Additionally, our customer has been advised that the Early Termination Fee was disclosed prior to their decision to disconnect the service and that they opted to proceed with this termination anyways. Regretfully, since our customer was advised of the applicable fees and still requested to terminate the services with these fees in mind, we must reiterate that the Early Termination Fee they were billed of $466.48 is valid and cannot be waived. 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
We would like to thank the customer for taking the time to file his concerns regarding her payment reimbursement. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we reviewed...
the account notes, and previous refund requests. Review of the account found that from there was a refund request completed on May 23rd, 2016, however it had been denied because there were pending charges on account for service from May 20th to July 7th. We did contact our receivables management team and were able to approve the customer’s refund of both 99.00 and 43.00. We have spoken with our customer directly as of 06/13/16 to advise her of this information and confirmed that the refund had been returned to her visa card on 06/17. We are confident that the customers issue has been resolved. 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. Melissa L[redacted] Customer Resolution Specialist 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 until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
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,
[redacted]
This is just another example of poor communication and service from Cox or an out right lie. As a result of my first complaint back in May, Cox agreed to pick up their equipment. A technician came to the house and picked up the modem but for some reason did not pick up the rest of the equipment. Cox was notified and the rest of the equipment sat in the house until Cox picked it up a few days ago. My required out come remains unchanged.
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.
Please see the Desired Outcome/Settlement section of my Revdex.com complaint. In summary, I am demanding that Cox credit my account for a late fee of $8.00 they erroneously charged to my account on 03/11/2015, and the additional late fees (which now total $32.00) Cox has charge to my account as I have not paid the original late fee and have been disputing it.If Cox's promised written response is to indicate that they will correct this error and credit my account for $40, I still have not received this letter.
Regards,
[redacted]
February 25, 2015 [redacted] complaint ID # [redacted] We were sorry to hear of the delayed refund check to our customer. Due to the billing situation that the customer brought to the attention of your office, we contacted him directly to discuss his concerns. After speaking...
with the customer, we advised him that we will contact our Accounting Department to advise that he has not yet received his refund check. Due to the change in billing address, we may find it necessary to put a stop on the refund check that was processed on the 12 of this month, and send another check to his correct address. We will continue to work with the customer to ensure he receives his refund. We appreciate the opportunity that the [redacted] has given us to assist our customer! [redacted]/Cox Communications Executive Offices/[redacted]
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.
Consistent server issues on their end, this is what I have been told all the times I called them, they are having issues with their servers and then they are rebuilding their servers. Please have Cox pull all the calls I made to them and listen to what the rep told me. They are being dishonest, they are not telling you the truth. See attached screen shot of the issues. I already called them over and over again and they keep telling me the same thing, it's the servers. The supervisor that called me today told me there is nothing wrong. She suggested to pull the calls and I agree.
[redacted]
August 6, 2016 Revdex.com# [redacted] We would like to thank the customer for taking the time to file her concerns regarding the remaining internet issues. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we were able to make contact with our customer and arranged to have a tech visit her home to correct the issues once and for all. Our tech visited the home on 08/03/16 and we were able to confirm with our customer that the issues are now fully 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 ###-###-####. Thank You. Melissa Executive Resolutions Cox Communications
August 17, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with our response to her original complaint. We contacted the customer again and advised her that we need support for credits to her account, and gave her the option of faxing or emailing us the documentation which verifies the missing payments from her account. Once we receive the paperwork that verifies a payment was taken from her account, but not applied to her billing, we will be able to apply credits. As always, we appreciate the opportunity to assist a valuable customer, thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We are sorry to hear our customer was negatively impacted by technical issues when submitting payment. We have attempted to directly contact the customer to by telephone. 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. [redacted]Executive ResolutionsOffice of the General Manager Cox Communications, Southwest Region