[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]
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 our office we reviewed the call in question to verify the...
promotion that was offered. From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error. To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires. When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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
Revdex.com #[redacted] We are sorry to hear of the service issues our customer brought to the attention of your office. We sincerely regret the inconvenience that he experienced with our company. Upon receipt of his complaint we were able to see he had a service call scheduled on 1/30/16. We did...
attempt to contact our customer on 1/29/16 to no avail. Because we were not able to directly speak with our customer before his service call, we did forward his concerns to our field for review. We were able to make direct contact with our customer on 2/3/16, at which time we were able to go over the concerns he had. After speaking to our client we feel we have successfully addressed the concerns he brought to the attention of your office. Thank you for your time and consideration. 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] Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 15, 2016—Revdex.com complaint # [redacted]—E[redacted] N[redacted] We were sorry to hear that a customer experienced difficulty with our company. Due to the service concerns and the large credit request that he brought to your attention, a thorough review has been completed on the account. ...
The result of that investigation does not support waiver of the $429.23 bill. Our records confirm that the reported service issues in January of this year were accommodated for as we applied a service credit to the client’s account. Notations from our technicians who visited the home indicate that we verified hard lined speeds and educated the customer on wireless speeds. Our Field Manager for Laveen advised us that the customer was receiving the same level of service that we provide in Phoenix, Mesa, and surrounding cities in the Valley. While the customer states that the service we provided was not satisfactory for his business, our residential Internet service is a “best effort recreational product, not intended for business use.” The customer’s first billing statement confirmed that the he entered into an agreement with us to commit to service with us for 24 months, and the details of the agreement were listed on the billing statement. We also have no payments on record for the account. We hope this information has been helpful in providing closure to this complaint. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
Good Morning: I am in receipt of the Revdex.com letter dated February 14th with comments from Cox regarding the above reference claim. I am not in agreement with his assessment of the situation. My husband and I signed up for service with Cox and were very plain that we did not want our security attached to the internet. I have internet service thru my cell phone provider and did not want to pay more. We have security in Alaska that runs through a cell phone and it works great. At first Chris told us we had to have internet and when my husband told him we did not want the security system then, he called someone and said they could make it work. We then went forward. Over time, we had many issues with Cox billing system. They seemed never to get it quite right and we would then go to Matt Pendleton at the Surprise store and he would get the bill straightened out and a month or two later we’d do it all over again. All of this time, though, they never charged us for internet. Then last, I believe October, we began getting a bill for internet equipment not returned. A niece had returned our TV equipment. We did not know we needed to return anything else. At this point they began harassing us. I would explain we did not know we had the equipment and would gladly return it when we got back but we were in Alaska and physically it was impossible to return the equipment. We spent hours on the phone with them. One month I think someone was able to get it deferred and the next month it was right back. I asked that they just defer it unitl we got back in January and we would immediately bring the equipment back. They called us daily and kept insisting. Finally , they said they would turn off our system if we did not pay for the equipment. At that point after hours and hours of arguing with them and trying to get someone to be reasonable, I told them “Fine! I am sick of dealing with you anyway!” No one reminded me of the contract. I should have considered it, but after months of frustration, it was a little difficult to think. We always pay our bills. We have excellent credit and would go hungry rather than not meet our obligations, but when someone does not fulfil their part of the deal, we believe that is justification to void the contract. I hope you can do something so no one else has to deal with this frustration. I fear you will have difficulty as one never seems to be able to talk to the same person, they transfer you from one department to the other and no one seems to be able to help and then it all starts over again. We appreciate any help you can give us. Thanks. Barb B[redacted]
We had notified our IT departments involved with the Cox Online Backup and Online Profile services that the issue had not been fully resolved. Our IT department identified the issue and were able to update the customer's online profile to display the correct information. We further reviewed the customer's account and identified that the contact number associated with their account was similar but not identical to the contact number provided on the complaint. Unfortunately the number did not have any personalized greeting to indicate it was incorrect when we initially attempted to reach the customer. However, we were able to successfully make contact with our customer on July 15th regarding their complaint. We confirmed that the issue has been fully resolved and also re-assured our customer that no account specific information was provided in the voice mail messages we had left in our previous attempts to make contact. Sincerely,[redacted].Executive ResolutionsOffice of the General ManagerCox 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,
Linda A[redacted]
August 18, 2015 [redacted] We were sorry to hear of the difficulty that the customer experienced with our company and brought to your attention. Due to the concerns that the client stated that she had with her installation and damage, we...
contacted our Damage Claims Department for assistance. We were advised that the proper team contacted the customer and arrangements were made to have the repairs completed. The subscriber has the contact information for our Damage Claims Team should she have further questions regarding this matter. As always, we thank the Revdex.com for the opportunity to assist. [redacted]/Cox Communications Executive Offices/ Arizona.
[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 11255565, 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. It is certainly not our intention to cause any frustration. We have contacted our customer directly to address his concerns in detail and were unable to come to a mutual resolution. While the...
customer is asking for reimbursement for lease fee’s for a data modem, our company does not have/have never offered a rent to own program. The customer stated that one of our store agents verbally offered him a rent to own modem and we then continued to charge him after the customer determined the equipment was paid off. Due to multiple calls into our care center and customer frustration, we offered and applied a one time courtesy credit of $130.00. No further credit is justified and the customer has been made aware of this. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
June 3, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer experienced when he attempted to reach our Customer Service Department. Due to the request that he brought to the attention of your office, we contacted the customer directly to...
assist him. We spoke with the subscriber and addressed his request today. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive Offices/ [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their Internet services. 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 Internet, we did attempt to reach them at the telephone number they provided to us to address these issues but we were unsuccessful. We have left voicemail messages with our contact information on each of our attempts. Should the customer contact us we will be happy to address their concerns with their Internet service. Although we were unsuccessful in reaching our customer directly, we did provide the concerns outlined in this complaint to our Field Management team to investigate further. Research of this situation found no indication of a widespread issue with our customer’s area and further review found that the last time our technicians were permitted to access the home was in April of 2015. With this in mind, in order to research and address our customer’s concerns with their Internet services, a service repair appointment will need to be scheduled to allow a Cox Service Technician to access the home to resolve the issues. Should our customer wish to schedule this service repair appointment, they are welcome to contact our 24/7 Technical Support Department at (623)594-1000. 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 inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration. We contacted the customer directly to address their concerns. After discussing the billing in detail, we provided...
several options in effort to provide a satisfactory resolution. While the customer requested to not make any changes at this time, we provided our contact information for him to reach us directly regarding this matter. Thank you for your time and consideration. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their experience. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
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 Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. 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. Executive ResolutionsOffice of the [redacted] ManagerCox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding their overpayment and refund request. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Upon receipt of this complaint, we do see that our Refunds Department did receive the requested proof of payment information from our customer on 1/19/17 which allowed us to process the refund for the credit balance. We were able to confirm that this refund of the credit balance on the account was processed with overnight shipping and has been delivered. Additionally, due to the frustration caused by this situation we have applied a courtesy adjustment of $50.00 to the account. While we understand the adjustment does not undo the frustration our customer experienced, we do hope it shows that we hope to continue a positive relationship with them moving forward. We appreciate our customer’s patience and understanding. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you. George Executive Escalations Cox Communications
First, in answer to there response, I was told by Deana in the Tech department that it was a rental. Also we receive so much junk mail on a weekly basis from Cox, wanting to sell us service's. Most are geared towards new customers. I never at no time said that I acknowledged that I received some type of free upgrade. If that was the case I would have taken advantage of it. They also mention that they sent that out 2 year's ago. What about the prior 5 year's. I was obviously paying for 50 meg's based on there own admission. If they really cared about there customers, it would not have been to hard to call me about a service upgrade. They could set up an appointment to change the equipment in the same call. I'm so [redacted] of these large communication companies that just think they can do what they want. If I owed them money, they would want it ASAP or shut off my service. However if they owe me something it ends up like this. They are lying, period.
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.
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by their internet concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and...
consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox 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]
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 our office we reviewed the call in question to verify the...
promotion that was offered. From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error. To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires. When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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
Revdex.com #[redacted] We are sorry to hear of the service issues our customer brought to the attention of your office. We sincerely regret the inconvenience that he experienced with our company. Upon receipt of his complaint we were able to see he had a service call scheduled on 1/30/16. We did...
attempt to contact our customer on 1/29/16 to no avail. Because we were not able to directly speak with our customer before his service call, we did forward his concerns to our field for review. We were able to make direct contact with our customer on 2/3/16, at which time we were able to go over the concerns he had. After speaking to our client we feel we have successfully addressed the concerns he brought to the attention of your office. Thank you for your time and consideration. 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] Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 15, 2016—Revdex.com complaint # [redacted]—E[redacted] N[redacted] We were sorry to hear that a customer experienced difficulty with our company. Due to the service concerns and the large credit request that he brought to your attention, a thorough review has been completed on the account. ...
The result of that investigation does not support waiver of the $429.23 bill. Our records confirm that the reported service issues in January of this year were accommodated for as we applied a service credit to the client’s account. Notations from our technicians who visited the home indicate that we verified hard lined speeds and educated the customer on wireless speeds. Our Field Manager for Laveen advised us that the customer was receiving the same level of service that we provide in Phoenix, Mesa, and surrounding cities in the Valley. While the customer states that the service we provided was not satisfactory for his business, our residential Internet service is a “best effort recreational product, not intended for business use.” The customer’s first billing statement confirmed that the he entered into an agreement with us to commit to service with us for 24 months, and the details of the agreement were listed on the billing statement. We also have no payments on record for the account. We hope this information has been helpful in providing closure to this complaint. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
Good Morning: I am in receipt of the Revdex.com letter dated February 14th with comments from Cox regarding the above reference claim. I am not in agreement with his assessment of the situation. My husband and I signed up for service with Cox and were very plain that we did not want our security attached to the internet. I have internet service thru my cell phone provider and did not want to pay more. We have security in Alaska that runs through a cell phone and it works great. At first Chris told us we had to have internet and when my husband told him we did not want the security system then, he called someone and said they could make it work. We then went forward. Over time, we had many issues with Cox billing system. They seemed never to get it quite right and we would then go to Matt Pendleton at the Surprise store and he would get the bill straightened out and a month or two later we’d do it all over again. All of this time, though, they never charged us for internet. Then last, I believe October, we began getting a bill for internet equipment not returned. A niece had returned our TV equipment. We did not know we needed to return anything else. At this point they began harassing us. I would explain we did not know we had the equipment and would gladly return it when we got back but we were in Alaska and physically it was impossible to return the equipment. We spent hours on the phone with them. One month I think someone was able to get it deferred and the next month it was right back. I asked that they just defer it unitl we got back in January and we would immediately bring the equipment back. They called us daily and kept insisting. Finally , they said they would turn off our system if we did not pay for the equipment. At that point after hours and hours of arguing with them and trying to get someone to be reasonable, I told them “Fine! I am sick of dealing with you anyway!” No one reminded me of the contract. I should have considered it, but after months of frustration, it was a little difficult to think. We always pay our bills. We have excellent credit and would go hungry rather than not meet our obligations, but when someone does not fulfil their part of the deal, we believe that is justification to void the contract. I hope you can do something so no one else has to deal with this frustration. I fear you will have difficulty as one never seems to be able to talk to the same person, they transfer you from one department to the other and no one seems to be able to help and then it all starts over again. We appreciate any help you can give us. Thanks. Barb B[redacted]
We had notified our IT departments involved with the Cox Online Backup and Online Profile services that the issue had not been fully resolved. Our IT department identified the issue and were able to update the customer's online profile to display the correct information. We further reviewed the customer's account and identified that the contact number associated with their account was similar but not identical to the contact number provided on the complaint. Unfortunately the number did not have any personalized greeting to indicate it was incorrect when we initially attempted to reach the customer. However, we were able to successfully make contact with our customer on July 15th regarding their complaint. We confirmed that the issue has been fully resolved and also re-assured our customer that no account specific information was provided in the voice mail messages we had left in our previous attempts to make contact. Sincerely,[redacted].Executive ResolutionsOffice of the General ManagerCox 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,
Linda A[redacted]
August 18, 2015 [redacted] We were sorry to hear of the difficulty that the customer experienced with our company and brought to your attention. Due to the concerns that the client stated that she had with her installation and damage, we...
contacted our Damage Claims Department for assistance. We were advised that the proper team contacted the customer and arrangements were made to have the repairs completed. The subscriber has the contact information for our Damage Claims Team should she have further questions regarding this matter. As always, we thank the Revdex.com for the opportunity to assist. [redacted]/Cox Communications Executive Offices/ Arizona.
[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 11255565, 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. It is certainly not our intention to cause any frustration. We have contacted our customer directly to address his concerns in detail and were unable to come to a mutual resolution. While the...
customer is asking for reimbursement for lease fee’s for a data modem, our company does not have/have never offered a rent to own program. The customer stated that one of our store agents verbally offered him a rent to own modem and we then continued to charge him after the customer determined the equipment was paid off. Due to multiple calls into our care center and customer frustration, we offered and applied a one time courtesy credit of $130.00. No further credit is justified and the customer has been made aware of this. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
June 3, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer experienced when he attempted to reach our Customer Service Department. Due to the request that he brought to the attention of your office, we contacted the customer directly to...
assist him. We spoke with the subscriber and addressed his request today. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive Offices/ [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their Internet services. 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 Internet, we did attempt to reach them at the telephone number they provided to us to address these issues but we were unsuccessful. We have left voicemail messages with our contact information on each of our attempts. Should the customer contact us we will be happy to address their concerns with their Internet service. Although we were unsuccessful in reaching our customer directly, we did provide the concerns outlined in this complaint to our Field Management team to investigate further. Research of this situation found no indication of a widespread issue with our customer’s area and further review found that the last time our technicians were permitted to access the home was in April of 2015. With this in mind, in order to research and address our customer’s concerns with their Internet services, a service repair appointment will need to be scheduled to allow a Cox Service Technician to access the home to resolve the issues. Should our customer wish to schedule this service repair appointment, they are welcome to contact our 24/7 Technical Support Department at (623)594-1000. 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 inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration. We contacted the customer directly to address their concerns. After discussing the billing in detail, we provided...
several options in effort to provide a satisfactory resolution. While the customer requested to not make any changes at this time, we provided our contact information for him to reach us directly regarding this matter. Thank you for your time and consideration. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their experience. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
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 Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. 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. Executive ResolutionsOffice of the [redacted] ManagerCox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding their overpayment and refund request. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Upon receipt of this complaint, we do see that our Refunds Department did receive the requested proof of payment information from our customer on 1/19/17 which allowed us to process the refund for the credit balance. We were able to confirm that this refund of the credit balance on the account was processed with overnight shipping and has been delivered. Additionally, due to the frustration caused by this situation we have applied a courtesy adjustment of $50.00 to the account. While we understand the adjustment does not undo the frustration our customer experienced, we do hope it shows that we hope to continue a positive relationship with them moving forward. We appreciate our customer’s patience and understanding. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you. George Executive Escalations Cox Communications
First, in answer to there response, I was told by Deana in the Tech department that it was a rental. Also we receive so much junk mail on a weekly basis from Cox, wanting to sell us service's. Most are geared towards new customers. I never at no time said that I acknowledged that I received some type of free upgrade. If that was the case I would have taken advantage of it. They also mention that they sent that out 2 year's ago. What about the prior 5 year's. I was obviously paying for 50 meg's based on there own admission. If they really cared about there customers, it would not have been to hard to call me about a service upgrade. They could set up an appointment to change the equipment in the same call. I'm so [redacted] of these large communication companies that just think they can do what they want. If I owed them money, they would want it ASAP or shut off my service. However if they owe me something it ends up like this. They are lying, period.
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.
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by their internet concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and...
consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region