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
[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 customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.We were able to speak with our customer on...
2/10/15 and we have involved our Field Services Department to ensure the issues at hand are addressed on the repair appointment currently scheduled for 2/15/15. We are confident we will be able to reach a resolution with our customer once our technician has been dispatched to the home. Once the appointment has been completed, we will be making contact with our customer again to ensure all of the issues pertaining to the Internet services were addressed during this visit. 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.[redacted]Executive Escalations[redacted] Communications
We sincerely regret any frustration regarding the service call charge for the recent service appointment. We attempted to reach the customer on July 27th and July 30th to address their concerns. We were unable to make contact with the customer but we had left voice mail messages advising them of the adjustments made to their account and our contact number as well. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. However, at this time we are confident that we have successfully addressed and resolved our customer's concerns. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I have indeed received 2 phone calls from Cox, the first they left a voice message to return the call but only left one digit of the phone number, not overly useful. I attempted to call back on the number that they used to call but got nothing more than a generic Cox welcome and and placed on hold (yet again). The second call back left a full number which I promptly used, turned out to be an automated answering machine to take a message for yet another call back, it was not a direct number to a human being. This is more example of the frustrating customer service, even when trying to resolve the issue, customers are subjected to lengthy holds or answering machines. I am an attorney that values his time, the amount of time attempting to resolve the issue is inordinately frustrating, an hour+ on a chat line on Cox's support page the night the complaint was filed, 48+ minutes on the weekend, through 2 holds, 2 different support personnel, to finally get information (that conflicted the information received on their chat support) to finally resolve the loss of service, and now the run-around on a supposed Revdex.com resolution.In the end, they still do not accurately portray system outages, still do not warn customers when a KNOWN outage is going to occur, and still subject customers to ad nauseum holds when phone support is attempted.No, there is no resolution as of yet, my complaint stands and is bolstered by continued inept customer relations.
We would like to thank the customer for taking the time to file her concerns regarding her Internet and telephone services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.When speaking with our customer on...
1/22/15, we were able to confirm that their services are now working as they should be. Additionally, we were able to confirm that an adjustment had been applied in the amount of $23.10 for the technical issues she experienced with her services. We appreciate our customer working with us throughout the issues they experienced and we are very happy to hear the issues have been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding the status of their refund check. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address her concerns and assure her that...
the refund will be mailed to her in a timely manner. 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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
After talking to [redacted] at their regional office, they have taken the stance that they are not to blame and only offered a courtesy 90-day refund. I have denied this offer and looking for a more fair resolution.
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. Cox strives to provide as close to 100% uptime as...
possible for our email services. Regretfully, there can be instances where unplanned maintenance may need to be performed to repair or maintain stability of performance. We truly apologize for any frustration experienced during these times. 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 his concerns regarding his account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 2/12/15 we were able to speak with our customer...
regarding his concerns with his account billing. During this conversation we were able to come to an agreement with a new promotional discount and an account credit to bring this situation to a resolution. We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with him for many years to come. 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.[redacted]Executive EscalationsCox Communications
We would like to thank the customer for taking the time to file his concerns regarding his account billing. 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 were able to locate and...
listen to the original sales call our customer had with our Inbound Sales Department on 10/13/15. During this call, we were able to confirm that our customer was quoted a monthly rate of $54.99 for 12 months. Once we were able to verify this information, we made contact with our customer on 10/27/15 and advised him that we would be applying a one-time adjustment of $60.00 to his account to honor the 12 month pricing he was quoted. We are confident the issue at hand has now been resolved.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000.
Thank You.
[redacted]Executive ResolutionsCox Communications
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by a service call charge that a representative advised we would not bill. We reached out to the customer directly and resolved the issue and collected all the feedback for coaching. Thank you...
for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file 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.Regarding the customer’s concerns...
with their account billing, we did attempt to reach them at the telephone number they provided to us ([redacted]) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications
[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,
Mary B[redacted]
Tell us why here... 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. Sharon H.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. After a detailed review of our customers account we see that they are subscribed to the Cox Starter Internet service. This is an entry level tier that is priced at our most affordable rate. Over the last 12 months our customer has enjoyed a $5 courtesy discount that has since expired. Regretfully, there is no further promotional opportunities on our starter level of internet service. We appreciate the opportunity to review our customers account and would be willing to review discount opportunities with them should they decide to bundle additional services (Television, Digital Telephone) with their internet service. 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.
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 reviewed the account in detail and...
determined service was disconnected on October 14, 2015. On October 24, 2015 our customer was billed for the unreturned equipment listed below. Customer had contacted our care center on 12/8/15, 12/22/15 and 1/26/16 stating equipment returned 10/2/15 prior to cancelling service. Cox submitted research request of inventory and verified the equipment has not been returned, we requested the receipt for the returned equipment. On January 23, 2016 customer spoke to a care agent and stated he had a receipt for a returned MTA modem. The serial number recorded on the receipt at check in was for a different modem serial number not listed on the customer’s account. The equipment listed below remain outstanding and the charges on the account are valid. Once we are provided with the return receipt documenting the equipment used at this address or the equipment in question, the account will be credited accordingly. The equipment below is identified by its serial number and Mac address and were active on the account. This would have been the only equipment able to access the Cox network and receive Cox signals. [redacted] [redacted] [redacted] [redacted] [redacted] 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
[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. They have refunded the mistaken dual charge in my bank account. I will consider this complaint resolved as long as the money given to me stays in my account.
Regards,
[redacted]
We appreciate our customer taking the time to voice her additional concerns regarding her account. We certainly do not want to cause our customers any frustrations.
While we absolutely understand our customer’s frustration, we must explain that we were already able to speak with our customer on 9/8/15 regarding the same issues submitted to us via an Attorney General complaint. During our conversation with our customer we were able to address her frustrations and also confirmed that she had been appropriately compensated for the issues that occurred in the form of credit for all fees incurred from this returned payment as well as a credit for one month of service for the inconvenience. While we respect our customer’s views and frustration on the subject, we do feel that we have been very reasonable in our efforts to ensure the issue was resolved and that our customer received adequate compensation for their frustration. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications
We appreciate our customer taking the time to voice their additional concerns regarding the billing for their former Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we understand our customer’s frustration, we must be transparent in stating that we are unable to use security footage for account related concerns. This footage is accessed by our Security Department only and is only used for security/safety related concerns that occur in Cox Communications locations. At this juncture our company has twice attempted to locate this modem in our inventory and have been unsuccessful in confirming our customer’s claim that the equipment was returned. As mentioned in our previous response, without documentation such as a receipt indicating that this equipment was returned to Cox Communications, we are unable to remove the equipment or the associated unreturned charges from the account. Our company does consider this matter to be closed at this time. 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 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
[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 customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.We were able to speak with our customer on...
2/10/15 and we have involved our Field Services Department to ensure the issues at hand are addressed on the repair appointment currently scheduled for 2/15/15. We are confident we will be able to reach a resolution with our customer once our technician has been dispatched to the home. Once the appointment has been completed, we will be making contact with our customer again to ensure all of the issues pertaining to the Internet services were addressed during this visit. 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.[redacted]Executive Escalations[redacted] Communications
We sincerely regret any frustration regarding the service call charge for the recent service appointment. We attempted to reach the customer on July 27th and July 30th to address their concerns. We were unable to make contact with the customer but we had left voice mail messages advising them of the adjustments made to their account and our contact number as well. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. However, at this time we are confident that we have successfully addressed and resolved our customer's concerns. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I have indeed received 2 phone calls from Cox, the first they left a voice message to return the call but only left one digit of the phone number, not overly useful. I attempted to call back on the number that they used to call but got nothing more than a generic Cox welcome and and placed on hold (yet again). The second call back left a full number which I promptly used, turned out to be an automated answering machine to take a message for yet another call back, it was not a direct number to a human being. This is more example of the frustrating customer service, even when trying to resolve the issue, customers are subjected to lengthy holds or answering machines. I am an attorney that values his time, the amount of time attempting to resolve the issue is inordinately frustrating, an hour+ on a chat line on Cox's support page the night the complaint was filed, 48+ minutes on the weekend, through 2 holds, 2 different support personnel, to finally get information (that conflicted the information received on their chat support) to finally resolve the loss of service, and now the run-around on a supposed Revdex.com resolution.In the end, they still do not accurately portray system outages, still do not warn customers when a KNOWN outage is going to occur, and still subject customers to ad nauseum holds when phone support is attempted.No, there is no resolution as of yet, my complaint stands and is bolstered by continued inept customer relations.
We would like to thank the customer for taking the time to file her concerns regarding her Internet and telephone services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.When speaking with our customer on...
1/22/15, we were able to confirm that their services are now working as they should be. Additionally, we were able to confirm that an adjustment had been applied in the amount of $23.10 for the technical issues she experienced with her services. We appreciate our customer working with us throughout the issues they experienced and we are very happy to hear the issues have been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding the status of their refund check. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address her concerns and assure her that...
the refund will be mailed to her in a timely manner. 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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
After talking to [redacted] at their regional office, they have taken the stance that they are not to blame and only offered a courtesy 90-day refund. I have denied this offer and looking for a more fair resolution.
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. Cox strives to provide as close to 100% uptime as...
possible for our email services. Regretfully, there can be instances where unplanned maintenance may need to be performed to repair or maintain stability of performance. We truly apologize for any frustration experienced during these times. 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 his concerns regarding his account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 2/12/15 we were able to speak with our customer...
regarding his concerns with his account billing. During this conversation we were able to come to an agreement with a new promotional discount and an account credit to bring this situation to a resolution. We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with him for many years to come. 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.[redacted]Executive EscalationsCox Communications
We would like to thank the customer for taking the time to file his concerns regarding his account billing. 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 were able to locate and...
listen to the original sales call our customer had with our Inbound Sales Department on 10/13/15. During this call, we were able to confirm that our customer was quoted a monthly rate of $54.99 for 12 months. Once we were able to verify this information, we made contact with our customer on 10/27/15 and advised him that we would be applying a one-time adjustment of $60.00 to his account to honor the 12 month pricing he was quoted. We are confident the issue at hand has now been resolved.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000.
Thank You.
[redacted]Executive ResolutionsCox Communications
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by a service call charge that a representative advised we would not bill. We reached out to the customer directly and resolved the issue and collected all the feedback for coaching. Thank you...
for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file 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.Regarding the customer’s concerns...
with their account billing, we did attempt to reach them at the telephone number they provided to us ([redacted]) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications
[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,
Mary B[redacted]
Tell us why here... 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. Sharon H.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. After a detailed review of our customers account we see that they are subscribed to the Cox Starter Internet service. This is an entry level tier that is priced at our most affordable rate. Over the last 12 months our customer has enjoyed a $5 courtesy discount that has since expired. Regretfully, there is no further promotional opportunities on our starter level of internet service. We appreciate the opportunity to review our customers account and would be willing to review discount opportunities with them should they decide to bundle additional services (Television, Digital Telephone) with their internet service. 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.
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 reviewed the account in detail and...
determined service was disconnected on October 14, 2015. On October 24, 2015 our customer was billed for the unreturned equipment listed below. Customer had contacted our care center on 12/8/15, 12/22/15 and 1/26/16 stating equipment returned 10/2/15 prior to cancelling service. Cox submitted research request of inventory and verified the equipment has not been returned, we requested the receipt for the returned equipment. On January 23, 2016 customer spoke to a care agent and stated he had a receipt for a returned MTA modem. The serial number recorded on the receipt at check in was for a different modem serial number not listed on the customer’s account. The equipment listed below remain outstanding and the charges on the account are valid. Once we are provided with the return receipt documenting the equipment used at this address or the equipment in question, the account will be credited accordingly. The equipment below is identified by its serial number and Mac address and were active on the account. This would have been the only equipment able to access the Cox network and receive Cox signals. [redacted] [redacted] [redacted] [redacted] [redacted] 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
[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. They have refunded the mistaken dual charge in my bank account. I will consider this complaint resolved as long as the money given to me stays in my account.
Regards,
[redacted]
We appreciate our customer taking the time to voice her additional concerns regarding her account. We certainly do not want to cause our customers any frustrations.
While we absolutely understand our customer’s frustration, we must explain that we were already able to speak with our customer on 9/8/15 regarding the same issues submitted to us via an Attorney General complaint. During our conversation with our customer we were able to address her frustrations and also confirmed that she had been appropriately compensated for the issues that occurred in the form of credit for all fees incurred from this returned payment as well as a credit for one month of service for the inconvenience. While we respect our customer’s views and frustration on the subject, we do feel that we have been very reasonable in our efforts to ensure the issue was resolved and that our customer received adequate compensation for their frustration. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications
We appreciate our customer taking the time to voice their additional concerns regarding the billing for their former Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we understand our customer’s frustration, we must be transparent in stating that we are unable to use security footage for account related concerns. This footage is accessed by our Security Department only and is only used for security/safety related concerns that occur in Cox Communications locations. At this juncture our company has twice attempted to locate this modem in our inventory and have been unsuccessful in confirming our customer’s claim that the equipment was returned. As mentioned in our previous response, without documentation such as a receipt indicating that this equipment was returned to Cox Communications, we are unable to remove the equipment or the associated unreturned charges from the account. Our company does consider this matter to be closed at this time. 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