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...
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
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.
[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 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
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.
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,
Kathy B[redacted]
[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.]
[redacted]:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their internet service issues. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we directly contacted our...
customer. When we made contact with our customer on April 20, 2016 our records indicated that Ms. W[redacted] had a field technician out to her home on April 15, 2016. She said the service had been working as it should at this point. Because of this, we scheduled a follow up call with her on April 25, 2016. When contact was made she advised us that her internet service issues had returned. We scheduled another field technician to go to her home on April 27, 2016. The field technician advised our office that the modem was swapped out and the service was working when he left. Our office followed up with Ms. W[redacted] on May 2, 2016 and we were advised that she has not had any internet service problems since the swap. We are confident that our customer’s internet service issues have been successfully resolved. As an added courtesy to our customer, we issued a one-time credit of $40. This was to compensate for the intermittent service she had been experiencing over the last few months. 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
July 7, 2016 Revdex.com complaint # 11544430—[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill. Due to the concerns that the client brought to your attention, we contacted her directly to discuss the...
details. At this moment we have resolved the customers billing concern in a satisfactory manner. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona Tell us why here...
Revdex.com Case # [redacted]We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.Upon receiving the complaint, we reviewed the call in question that occurred on 11/15/16 for coaching and feedback purposes. During...
the interaction, a new discounted rate of $37.79 was offered to the customer and mentioned several times throughout the call. The customer accepted the $37.79 rate and was advised a new balance of $37.19 after the discount was applied. Before ending the call, the customer inquired if said amount would be his new monthly rate in which the representative replied it would. Although we do not believe there was any intent to purposely deceive the customer, we have provided feedback to the appropriate leadership and applied a one-time adjustment of $7.20 to cover the $0.60 monthly difference over the 12 month promotional period.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.Thank you for your time and consideration.[redacted] W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I don't trust [redacted]s response. He gives you no actual amount of credit I will receive. He gives you no amount I will be charged. He is deceptive in stating that I refused to speak with him. I stopped taking his calls when he kept trying to put words in my mouth. Instead I contacted a lawyer and told [redacted] to talk to the lawyer. It was only at that point that [redacted] was willing to give me a credit of any kind. Luis never called my lawyer. There is no way for me to determine what they will actually be charging or crediting until November 19 when my bill is generated. I need have until then to determine if their response is acceptable. Below is the confusing set of number they have for my account right now.My recent activity on Cox. com shows this:10/29/2015 A/R Adjustment - Single S ($49.68)10/29/2015 A/R Adjustment - Single S ($12.39)10/28/2015 Free Preview $0.0010/28/2015 Cox Bundle Benefit ($11.00)10/28/2015 Cox Bundle Promotional Di ($36.67)10/28/2015 Cox High Speed Internet $0.0010/28/2015 Digital Telephone $0.0010/28/2015 DVR Service ($3.67)10/28/2015 Monthly Services Credit ($400.00)10/19/2015 Video Campaign Discount ($18.50)10/19/2015 Internet Campaign Discount ($18.50)10/19/2015 CHSI Preferred Package Di ($2.00)10/19/2015 Cox Digital Telephone Pac ($18.98)10/19/2015 Federal Excise Tax Credit ($0.90)10/19/2015 Statement Taxes $0.0010/19/2015 Statement Taxes $0.0010/14/2015 Payment Processed VISA ($49.73)10/14/2015 Payment Processed VISA ($84.49)10/14/2015 Payment Processed VISA ($46.49)Recent Charges (Unbilled)Date Description Amount10/29/2015 A/R Adjustment - Single S $62.0710/28/2015 Video Campaign Discount $13.5710/28/2015 Internet Campaign Discoun $13.5710/19/2015 Cox TV Starter $23.9910/19/2015 Expanded Service $47.0010/19/2015 Advanced TV Service $3.0010/19/2015 DVR Service $11.9910/19/2015 Contour Receiver $8.5010/19/2015 Preferred Internet Servic $66.9910/19/2015 FCC Access Charge $7.1010/19/2015 Basic Monthly Service $13.9910/19/2015 Premier Feature Pak $15.9910/19/2015 Voice Mail* $8.9910/19/2015 Unlimited Long Distance $15.00Then on my [redacted] message I received this:Cox
CommunicationsHi
[redacted] was hoping to speak with you, but asked that I relay his message.
Luis was able to reduce your monthly rate to $147.38 (tax included) per your
10/26/15 phone conversation. The rate of $147.38 includes the following
discounts:•
$50 Bronze Bundle discount for 12 months • $15 Bundle discount for 12 months •
$5 off DVR service for 12 monthsThe
$50 Bronze Bundle discount and the $15 secondary Bundle discount both expire on
11/18/16; while the $5 off DVR service expires on 10/27/16. Please note that
since you no longer have a Price Lock Guarantee on your account, your rates for
Cox TV Starter, Expanded TV, Advanced TV, Internet service, and Telephone
service are subject to local rate increases during the 12 month term of the
discounts. Also, as we are unable to honor the monthly rate as quoted by
E-Care, [redacted] has applied a one-time credit of $422.26 to your account. This
credit is what you previously referred to as a “refund for the 12 months of
overcharging.” We
hope these account adjustments meet with your satisfaction. Sincerely, BeckySince they have not honored the original promised price. I can't trust what they've written ($422.26 credit and 12 month rate of $147.38) until I see the bill.Thank you,[redacted]
We have reached out to the customer in order to educate him that we did not bill the customer for services prior to when the customer’s account became active on October 8th. The customer was educated that his 30 day billing cycle for his statement was for charges from October 8th through to...
November 7th and that our bills are printed and mailed to the customer in advance with a due date five days before the end of the current billing cycle. The customer did not find this to be agreeable to him. We are sorry to hear this but will not be changing our billing system. Thank you, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona
On
November 22, 2016 a Cox field specialist was dispatched to review the service
issues brought to our attention. The
specialist investigated our service delivery from the exterior of the residence
to the back of the modem and was able to rule out service delivery as an issue. At this point, due to heave congestion
detected from neighboring wireless networks on the 2.4 frequency, he elected to
replace the single band modem for a dual band.
This provides the customer with two frequencies to connect wirelessly
and an attempt to avoid the many wireless networks broadcasting within his
complex. Testing with the new modem
showed we were receiving 160 mbps wirelessly on the 5.0 and 60 mbps on the
2.4 frequency. Our customer called our
technician directly last night reporting further issues while using his cell
phone. The field specialist verified both
the 5g on his work phone streaming a video and 2.4g on his Blu-ray player
streaming Netflix with no drops or issues detected. Further investigation from our monitoring software
continues to show the signal strength received by the modem as optimal on the
24 ds and 4 us channels. Customer was directed
to his cellular provider for assistance.
Cox provides the subscribed bandwidth (up to 150 mbps on this tier) while
hardwired to the modem. We are unable to
guarantee the same bandwidth wirelessly.
Out technical support teams are available 24 x 7 365 a year at ###-###-####
for immediate assistance.
As of Wednesday November 23, 2016 we have verified the service
as working as designed and are closing this complaint. We appreciate the opportunity that the Revdex.com
has given to us to respond to this rebuttal.
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 their Cox account. 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 see that this customer...
has already spoken with our Customer Care Department as of 07/13/16, and that the issue has been resolved. 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. Melissa Executive Escalations Cox Communications
Revdex.com complaint #[redacted] We were sorry to hear that our customer has experienced internet service issues. Due to the concerns that the subscriber brought to your office, we attempted to contact our customer on two different occasions, to no avail. We welcome feedback from all customers, but...
due to privacy rulings in place we urge the account holder to contact us directly to better assist them. We hope this information has been helpful to your office. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
This is the same bull they always provide. There should not be any data caps to our internet. We pay enough as it is for internet service. Not everyone likes the programming for cox tv so a lot of people do stream from [redacted]. So how many people do you really feel will stay under the limit you have placed?
April 4, 2017—Revdex.com complaint # [redacted] We are sorry to hear of the confusion that the customer is experiencing with his account billing. Due to the complaint filed with your office, we attempted to reach the client by phone to discuss his concerns and answer his questions. ...
While we did not reach him when we called, we did leave detailed messages with our contact information. The customer also contacted our Corporate Office and spoke to our Customer Relations Team on April 3, 2017, who assisted the client with his billing questions. As always, we thank the Revdex.com for the opportunity to assist a valued customer. Catherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding the fee she was recently billed for our Cox Tech Solutions service. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations....
Upon receipt of this complaint we were able to confirm that our customer was billed a fee of $99.99 plus tax for technical assistance provided by our Cox Tech Solutions team on 5/09/16. However, we do see that after speaking to our Customer Care Center on 6/28/16, an adjustment was applied to the account to offset the $99.99 charge that was billed. This adjustment will appear on our customer’s next monthly billing statement. We will also work to ensure our customer’s feedback regarding the experience with our Cox Tech Solutions Department is addressed with the appropriate leadership. We genuinely apologize for any frustration this fee may have caused and we truly hope this adjustment resolves the matter at hand for our customer. 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
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...
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
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.
[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 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
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.
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,
Kathy B[redacted]
[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.]
[redacted]:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their internet service issues. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we directly contacted our...
customer. When we made contact with our customer on April 20, 2016 our records indicated that Ms. W[redacted] had a field technician out to her home on April 15, 2016. She said the service had been working as it should at this point. Because of this, we scheduled a follow up call with her on April 25, 2016. When contact was made she advised us that her internet service issues had returned. We scheduled another field technician to go to her home on April 27, 2016. The field technician advised our office that the modem was swapped out and the service was working when he left. Our office followed up with Ms. W[redacted] on May 2, 2016 and we were advised that she has not had any internet service problems since the swap. We are confident that our customer’s internet service issues have been successfully resolved. As an added courtesy to our customer, we issued a one-time credit of $40. This was to compensate for the intermittent service she had been experiencing over the last few months. 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
July 7, 2016 Revdex.com complaint # 11544430—[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill. Due to the concerns that the client brought to your attention, we contacted her directly to discuss the...
details. At this moment we have resolved the customers billing concern in a satisfactory manner. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona Tell us why here...
Revdex.com Case # [redacted]We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.Upon receiving the complaint, we reviewed the call in question that occurred on 11/15/16 for coaching and feedback purposes. During...
the interaction, a new discounted rate of $37.79 was offered to the customer and mentioned several times throughout the call. The customer accepted the $37.79 rate and was advised a new balance of $37.19 after the discount was applied. Before ending the call, the customer inquired if said amount would be his new monthly rate in which the representative replied it would. Although we do not believe there was any intent to purposely deceive the customer, we have provided feedback to the appropriate leadership and applied a one-time adjustment of $7.20 to cover the $0.60 monthly difference over the 12 month promotional period.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.Thank you for your time and consideration.[redacted] W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I don't trust [redacted]s response. He gives you no actual amount of credit I will receive. He gives you no amount I will be charged. He is deceptive in stating that I refused to speak with him. I stopped taking his calls when he kept trying to put words in my mouth. Instead I contacted a lawyer and told [redacted] to talk to the lawyer. It was only at that point that [redacted] was willing to give me a credit of any kind. Luis never called my lawyer. There is no way for me to determine what they will actually be charging or crediting until November 19 when my bill is generated. I need have until then to determine if their response is acceptable. Below is the confusing set of number they have for my account right now.My recent activity on Cox. com shows this:10/29/2015 A/R Adjustment - Single S ($49.68)10/29/2015 A/R Adjustment - Single S ($12.39)10/28/2015 Free Preview $0.0010/28/2015 Cox Bundle Benefit ($11.00)10/28/2015 Cox Bundle Promotional Di ($36.67)10/28/2015 Cox High Speed Internet $0.0010/28/2015 Digital Telephone $0.0010/28/2015 DVR Service ($3.67)10/28/2015 Monthly Services Credit ($400.00)10/19/2015 Video Campaign Discount ($18.50)10/19/2015 Internet Campaign Discount ($18.50)10/19/2015 CHSI Preferred Package Di ($2.00)10/19/2015 Cox Digital Telephone Pac ($18.98)10/19/2015 Federal Excise Tax Credit ($0.90)10/19/2015 Statement Taxes $0.0010/19/2015 Statement Taxes $0.0010/14/2015 Payment Processed VISA ($49.73)10/14/2015 Payment Processed VISA ($84.49)10/14/2015 Payment Processed VISA ($46.49)Recent Charges (Unbilled)Date Description Amount10/29/2015 A/R Adjustment - Single S $62.0710/28/2015 Video Campaign Discount $13.5710/28/2015 Internet Campaign Discoun $13.5710/19/2015 Cox TV Starter $23.9910/19/2015 Expanded Service $47.0010/19/2015 Advanced TV Service $3.0010/19/2015 DVR Service $11.9910/19/2015 Contour Receiver $8.5010/19/2015 Preferred Internet Servic $66.9910/19/2015 FCC Access Charge $7.1010/19/2015 Basic Monthly Service $13.9910/19/2015 Premier Feature Pak $15.9910/19/2015 Voice Mail* $8.9910/19/2015 Unlimited Long Distance $15.00Then on my [redacted] message I received this:Cox
CommunicationsHi
[redacted] was hoping to speak with you, but asked that I relay his message.
Luis was able to reduce your monthly rate to $147.38 (tax included) per your
10/26/15 phone conversation. The rate of $147.38 includes the following
discounts:•
$50 Bronze Bundle discount for 12 months • $15 Bundle discount for 12 months •
$5 off DVR service for 12 monthsThe
$50 Bronze Bundle discount and the $15 secondary Bundle discount both expire on
11/18/16; while the $5 off DVR service expires on 10/27/16. Please note that
since you no longer have a Price Lock Guarantee on your account, your rates for
Cox TV Starter, Expanded TV, Advanced TV, Internet service, and Telephone
service are subject to local rate increases during the 12 month term of the
discounts. Also, as we are unable to honor the monthly rate as quoted by
E-Care, [redacted] has applied a one-time credit of $422.26 to your account. This
credit is what you previously referred to as a “refund for the 12 months of
overcharging.” We
hope these account adjustments meet with your satisfaction. Sincerely, BeckySince they have not honored the original promised price. I can't trust what they've written ($422.26 credit and 12 month rate of $147.38) until I see the bill.Thank you,[redacted]
We have reached out to the customer in order to educate him that we did not bill the customer for services prior to when the customer’s account became active on October 8th. The customer was educated that his 30 day billing cycle for his statement was for charges from October 8th through to...
November 7th and that our bills are printed and mailed to the customer in advance with a due date five days before the end of the current billing cycle. The customer did not find this to be agreeable to him. We are sorry to hear this but will not be changing our billing system. Thank you, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona
On
November 22, 2016 a Cox field specialist was dispatched to review the service
issues brought to our attention. The
specialist investigated our service delivery from the exterior of the residence
to the back of the modem and was able to rule out service delivery as an issue. At this point, due to heave congestion
detected from neighboring wireless networks on the 2.4 frequency, he elected to
replace the single band modem for a dual band.
This provides the customer with two frequencies to connect wirelessly
and an attempt to avoid the many wireless networks broadcasting within his
complex. Testing with the new modem
showed we were receiving 160 mbps wirelessly on the 5.0 and 60 mbps on the
2.4 frequency. Our customer called our
technician directly last night reporting further issues while using his cell
phone. The field specialist verified both
the 5g on his work phone streaming a video and 2.4g on his Blu-ray player
streaming Netflix with no drops or issues detected. Further investigation from our monitoring software
continues to show the signal strength received by the modem as optimal on the
24 ds and 4 us channels. Customer was directed
to his cellular provider for assistance.
Cox provides the subscribed bandwidth (up to 150 mbps on this tier) while
hardwired to the modem. We are unable to
guarantee the same bandwidth wirelessly.
Out technical support teams are available 24 x 7 365 a year at ###-###-####
for immediate assistance.
As of Wednesday November 23, 2016 we have verified the service
as working as designed and are closing this complaint. We appreciate the opportunity that the Revdex.com
has given to us to respond to this rebuttal.
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 their Cox account. 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 see that this customer...
has already spoken with our Customer Care Department as of 07/13/16, and that the issue has been resolved. 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. Melissa Executive Escalations Cox Communications
Revdex.com complaint #[redacted] We were sorry to hear that our customer has experienced internet service issues. Due to the concerns that the subscriber brought to your office, we attempted to contact our customer on two different occasions, to no avail. We welcome feedback from all customers, but...
due to privacy rulings in place we urge the account holder to contact us directly to better assist them. We hope this information has been helpful to your office. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
This is the same bull they always provide. There should not be any data caps to our internet. We pay enough as it is for internet service. Not everyone likes the programming for cox tv so a lot of people do stream from [redacted]. So how many people do you really feel will stay under the limit you have placed?
April 4, 2017—Revdex.com complaint # [redacted] We are sorry to hear of the confusion that the customer is experiencing with his account billing. Due to the complaint filed with your office, we attempted to reach the client by phone to discuss his concerns and answer his questions. ...
While we did not reach him when we called, we did leave detailed messages with our contact information. The customer also contacted our Corporate Office and spoke to our Customer Relations Team on April 3, 2017, who assisted the client with his billing questions. As always, we thank the Revdex.com for the opportunity to assist a valued customer. Catherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding the fee she was recently billed for our Cox Tech Solutions service. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations....
Upon receipt of this complaint we were able to confirm that our customer was billed a fee of $99.99 plus tax for technical assistance provided by our Cox Tech Solutions team on 5/09/16. However, we do see that after speaking to our Customer Care Center on 6/28/16, an adjustment was applied to the account to offset the $99.99 charge that was billed. This adjustment will appear on our customer’s next monthly billing statement. We will also work to ensure our customer’s feedback regarding the experience with our Cox Tech Solutions Department is addressed with the appropriate leadership. We genuinely apologize for any frustration this fee may have caused and we truly hope this adjustment resolves the matter at hand for our customer. 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