We are sorry to hear our business customer has been experiencing technical issues with the Internet service. Due to this being a business account, we have notified our Cox Business team to reached out to the customer directly to schedule a visit to address the concerns...
listed in the complaint.
Thank you for your time and consideration.
[redacted]
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region
We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...
download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle. As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage. While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. However, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.
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 and provide a successful resolution. It is...
always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
I am being charged for service I did not have etfs for cancelling because I never had service a company contracted to provide service shouldn't be charging a customer for no service that would void their contract because they could not provide stable service
We would like to thank the customer for taking the time to file their concerns regarding their account billing. 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, we have reviewed our customer’s account to gain a better understanding of their concerns with their account billing and equipment charges. After review of the account, we do see that our customer was billed $122.00 for a Cox owned modem that we installed in December of 2016. Although all indications appear that this Cox owned equipment was not returned to us, as a one time courtesy we have marked this equipment as lost in our inventory which will cause the disputed equipment charges to be removed within 1-3 business days. We are confident the issue at hand has 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
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We have also confirmed that in the past 12 months our customer has only exceeded the bandwidth allowance for their services on four occasions. We are confident this will cause a minimal impact to our customer and we appreciate their feedback. 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.
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address...
their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their Cox account refund. 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...
we do see the refund amount of $119.74 was processed as a mailed check by our Refunds Department on 9/08/16. However, since our customer has requested this be returned to her original method of payment we have canceled the mailed check and send the funds back to the method of payment on file for this Cox account. Our customer can expect to see the funds deposited into her account within 72 hours. We have left a message with our customer with our contact information and 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. [redacted] Executive Resolutions Cox Communications
We are sorry to hear our business customer was negatively impacted by account billing issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint. Thank you for your time...
and consideration.[redacted]Executive EscalationsCox Communications
[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. I would like to say it was less about receiving the credit and more about the fact that we were treated poorly when we asked for the call to be reviewed and the fact that it took so long to get a response. It took a complaint to the Revdex.com rather than one of the four different agents we spoke to getting it resolved. We did not complain to get the credit, we complained to get the issue resolved. We do however thank you for the credit. Perhaps revisit this process so others do not have to go through it as well.
Regards,
[redacted]
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. ...
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We sincerely regret any inconvenience that our customer has experienced with our company. Upon receiving the complaint, we had notified our Tier 2 Technical Support supervisors for assistance. One of our lead Technical Support representatives attempted to reach the customer by telephone on...
8/4/15. They were unable to reach the customer directly but had left a message to return their call. We also attempted to reach the customer on 8/10/15. We were unable to reach the customer but had left a message with our contact information to return our call as well. We were notified by our Customer Service Department that our customer had called in requesting a callback. We attempted to reach the customer again on 8/12/15 at both contact numbers provided. Unfortunately we were unable to successfully make contact with the customer directly but we have left several messages including our contact number to return our call. At this time we have not received any further contact from our customer. However, should they still wish to speak with us they are more than welcome to give us a call. We will be more than happy to assist our customer and address their concerns. 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 former Cox account and disputed Early Termination Fee. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any...
frustrations. Upon receipt of this complaint we were review the account in question and confirm that our customer’s services were disconnected in May of 2016 as a result of a past due balance. While we understand our customer’s frustration regarding the Early Termination Fee of $810.00 that was billed, we must be transparent in stating that our customer did break the contractual agreement for the Cox HomeLife service and as a result the Early Termination Fee is valid. Additionally, we can also confirm that our customer spoke with our Customer Care Center in November of 2016 for the same issue where this information was also advised. Regretfully, the Early Termination Fee 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. 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
The reply from Cox is neither specific nor resolving to my complaint. Rather than express "the complaint is resolved" please provide what the resolution is. Specifically I took the time to stand in line and speak with your manager who both agreed and eliminated the charges based on his findings that the equipment was in fact returned. However we have yet to receive the credit of $40.00 we were promised when we experienced a cable television outage for several days.
November 11, 2016 Revdex.com complaint –[redacted]—[redacted] We are sorry to hear of the confusion that the customer is experiencing with her account. Due to the concerns that she brought to the attention of your office, we attempted direct contact with the client. We will work directly with her and our...
GIG Sales Team on the confusion of her sales agreement/ HBO subscription. As always, we appreciate the opportunity given to us by the Revdex.com. Thank you. [redacted]/ Cox Communications Executive Offices/ Arizona
Revdex.com Rebuttal #[redacted] We would like to thank the customer for bringing their additional comments to the attention of your office. We contacted our customer directly to discuss his complaint and concerns. He said he recently picked up a rental modem and that he has not had any service issues. Additionally, he does not want to have a field technician come out to his home at this time because the service is working. Because of the issues he was having we offered him a one-time credit to his account and a 12 month promotion to discount his rental modem, both of which he accepted. Thank you for your time and consideration. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
November 4, 2015Revdex.com complaint # [redacted]We were sorry to hear of the difficulty that the customer is experiencing with his services. Due to the concerns that the customer brought to your attention, we contacted him directly to discuss. Our Field Leadership is aware of the...
video reception service grievances that the client has brought to the attention of your office. We will continue to work with the customer directly towards resolution of the service concerns.As always, thank you for the opportunity to assist a valued customer.[redacted]/Office of the General Manager/Cox Communications Executive Offices
We are sorry to hear that the customer was not happy with our first response to your office. Due to the rebuttal, we have completed a more detailed review of the concerns and the charges on the customer’s account. On our most recent visit to the client’s home on May 18, 2016; we were denied access to go inside the house to review the situation. We did recommend the service call so we would be able to troubleshoot the issues that the customer brought to your attention. On our previous service call on March 17, 2016, our tech did replace equipment in an attempt to resolve the service issues as well as installed television services. To date, the customer has received over $300.00 from our company for the service issues she has reported. We currently have no further support to apply more credits to her account. We are unable to remove the remaining balance on the account as we were not given adequate access to troubleshoot and ultimately resolve the customer’s concerns. We hope this information has been sufficient to bring final closure to this complaint. Thank you for the opportunity to provide this information. Tell us why here...
[redacted] Case #[redacted] We are sorry to hear our customer has not received accurate information for pricing and service information. The bundles do have different levels of service and different base prices before taxes, fees, and equipment. The bundles are designed to allow customers to customize...
the service as needed by added different equipment and upgrades like higher TV, Internet, or telephone service packages. We have made contact with the customer by telephone and are working on a satisfactory resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company and their Internet service. We have attempted to contact our customer directly at the e-mail address...
and telephone number provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case #[redacted]
We are sorry to hear our business customer has been experiencing technical issues with the Internet service. Due to this being a business account, we have notified our Cox Business team to reached out to the customer directly to schedule a visit to address the concerns...
listed in the complaint.
Thank you for your time and consideration.
[redacted]
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region
We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...
download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle. As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage. While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. However, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.
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 and provide a successful resolution. It is...
always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
I am being charged for service I did not have etfs for cancelling because I never had service a company contracted to provide service shouldn't be charging a customer for no service that would void their contract because they could not provide stable service
We would like to thank the customer for taking the time to file their concerns regarding their account billing. 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, we have reviewed our customer’s account to gain a better understanding of their concerns with their account billing and equipment charges. After review of the account, we do see that our customer was billed $122.00 for a Cox owned modem that we installed in December of 2016. Although all indications appear that this Cox owned equipment was not returned to us, as a one time courtesy we have marked this equipment as lost in our inventory which will cause the disputed equipment charges to be removed within 1-3 business days. We are confident the issue at hand has 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
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We have also confirmed that in the past 12 months our customer has only exceeded the bandwidth allowance for their services on four occasions. We are confident this will cause a minimal impact to our customer and we appreciate their feedback. 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.
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address...
their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their Cox account refund. 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...
we do see the refund amount of $119.74 was processed as a mailed check by our Refunds Department on 9/08/16. However, since our customer has requested this be returned to her original method of payment we have canceled the mailed check and send the funds back to the method of payment on file for this Cox account. Our customer can expect to see the funds deposited into her account within 72 hours. We have left a message with our customer with our contact information and 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. [redacted] Executive Resolutions Cox Communications
We are sorry to hear our business customer was negatively impacted by account billing issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint. Thank you for your time...
and consideration.[redacted]Executive EscalationsCox Communications
[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. I would like to say it was less about receiving the credit and more about the fact that we were treated poorly when we asked for the call to be reviewed and the fact that it took so long to get a response. It took a complaint to the Revdex.com rather than one of the four different agents we spoke to getting it resolved. We did not complain to get the credit, we complained to get the issue resolved. We do however thank you for the credit. Perhaps revisit this process so others do not have to go through it as well.
Regards,
[redacted]
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. ...
Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We sincerely regret any inconvenience that our customer has experienced with our company. Upon receiving the complaint, we had notified our Tier 2 Technical Support supervisors for assistance. One of our lead Technical Support representatives attempted to reach the customer by telephone on...
8/4/15. They were unable to reach the customer directly but had left a message to return their call. We also attempted to reach the customer on 8/10/15. We were unable to reach the customer but had left a message with our contact information to return our call as well. We were notified by our Customer Service Department that our customer had called in requesting a callback. We attempted to reach the customer again on 8/12/15 at both contact numbers provided. Unfortunately we were unable to successfully make contact with the customer directly but we have left several messages including our contact number to return our call. At this time we have not received any further contact from our customer. However, should they still wish to speak with us they are more than welcome to give us a call. We will be more than happy to assist our customer and address their concerns. 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 former Cox account and disputed Early Termination Fee. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any...
frustrations. Upon receipt of this complaint we were review the account in question and confirm that our customer’s services were disconnected in May of 2016 as a result of a past due balance. While we understand our customer’s frustration regarding the Early Termination Fee of $810.00 that was billed, we must be transparent in stating that our customer did break the contractual agreement for the Cox HomeLife service and as a result the Early Termination Fee is valid. Additionally, we can also confirm that our customer spoke with our Customer Care Center in November of 2016 for the same issue where this information was also advised. Regretfully, the Early Termination Fee 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. 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
The reply from Cox is neither specific nor resolving to my complaint. Rather than express "the complaint is resolved" please provide what the resolution is. Specifically I took the time to stand in line and speak with your manager who both agreed and eliminated the charges based on his findings that the equipment was in fact returned. However we have yet to receive the credit of $40.00 we were promised when we experienced a cable television outage for several days.
November 11, 2016 Revdex.com complaint –[redacted]—[redacted] We are sorry to hear of the confusion that the customer is experiencing with her account. Due to the concerns that she brought to the attention of your office, we attempted direct contact with the client. We will work directly with her and our...
GIG Sales Team on the confusion of her sales agreement/ HBO subscription. As always, we appreciate the opportunity given to us by the Revdex.com. Thank you. [redacted]/ Cox Communications Executive Offices/ Arizona
Revdex.com Rebuttal #[redacted] We would like to thank the customer for bringing their additional comments to the attention of your office. We contacted our customer directly to discuss his complaint and concerns. He said he recently picked up a rental modem and that he has not had any service issues. Additionally, he does not want to have a field technician come out to his home at this time because the service is working. Because of the issues he was having we offered him a one-time credit to his account and a 12 month promotion to discount his rental modem, both of which he accepted. Thank you for your time and consideration. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
November 4, 2015Revdex.com complaint # [redacted]We were sorry to hear of the difficulty that the customer is experiencing with his services. Due to the concerns that the customer brought to your attention, we contacted him directly to discuss. Our Field Leadership is aware of the...
video reception service grievances that the client has brought to the attention of your office. We will continue to work with the customer directly towards resolution of the service concerns.As always, thank you for the opportunity to assist a valued customer.[redacted]/Office of the General Manager/Cox Communications Executive Offices
We are sorry to hear that the customer was not happy with our first response to your office. Due to the rebuttal, we have completed a more detailed review of the concerns and the charges on the customer’s account. On our most recent visit to the client’s home on May 18, 2016; we were denied access to go inside the house to review the situation. We did recommend the service call so we would be able to troubleshoot the issues that the customer brought to your attention. On our previous service call on March 17, 2016, our tech did replace equipment in an attempt to resolve the service issues as well as installed television services. To date, the customer has received over $300.00 from our company for the service issues she has reported. We currently have no further support to apply more credits to her account. We are unable to remove the remaining balance on the account as we were not given adequate access to troubleshoot and ultimately resolve the customer’s concerns. We hope this information has been sufficient to bring final closure to this complaint. Thank you for the opportunity to provide this information. Tell us why here...
[redacted] Case #[redacted] We are sorry to hear our customer has not received accurate information for pricing and service information. The bundles do have different levels of service and different base prices before taxes, fees, and equipment. The bundles are designed to allow customers to customize...
the service as needed by added different equipment and upgrades like higher TV, Internet, or telephone service packages. We have made contact with the customer by telephone and are working on a satisfactory resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company and their Internet service. We have attempted to contact our customer directly at the e-mail address...
and telephone number provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region