Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we thoroughly reviewed our customer’s account. ...
Our client is citing in his complaint that he was charged late fees for the last three months. Upon conclusion of our investigation, we were able to verify that our customer was charged two late fees on his active account. Because our customer did not make a payment by the due date for his June 2016 statement, a late fee was assessed on the account. When our customer’s next statement generated he only paid a partial amount that was owed on the account, which resulted in another late fee. His current bill printed with an amount owed for $86.12 and as of 8/23/16 our customer has paid $40.13 toward the balance currently due. Please know that the disputed late fees are valid. However, as a courtesy to our longstanding customer we have credited one of his $8.00 late fees. After issuing this credit his remaining balance due is $37.99. To prevent any further late fees our client will need to pay the remaining balance of $37.99 by his due date of 8/26/16. 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. [redacted] / 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. We are sorry to hear of the difficulties that...
the customer is experiencing with her billing. Due to the situation that she brought to your attention, we contacted the client to discuss her concerns. We were able to review her account and the phone call with our Care Agent that she referred to and have found no validity to her claims of a credit owed to her. The balance owed and collected was accurate for services rendered. 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. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The management and engineers moved very quickly to resolve the issue. The phone call from Larry was especially appreciated. Cox engineers found a switch not properly set deep why that happened is a mystery. Either Cox or T-Mobile in the porting missed something. Again thanks for the quick fix and response.
Regards,
[redacted]
We appreciate our customer taking the time to file their additional concerns regarding their Cox account. As a customer service oriented company we welcome the opportunity to address our customer’s concerns. After reviewing our customer additional concerns, we have attempted to reach them by telephone on 8/26/16 and 8/29/16 but we were only able to leave voicemail messages on each attempt. Regarding our customer’s concerns with their account billing, we must reiterate that the increase in their account billing was the result of the expiration of a 36 month promotion they had been receiving from 6/28/13 to 7/07/16. While we understand this promotional pricing has been very favorable, we must be transparent that no adjustments resulting from the expiration of this promotion would be due. We are also able to confirm that our customer has spoken directly with our Customer Care Center to adjust her level of service to achieve a more favorable monthly rate. Additionally, we have reviewed the original work orders and account notes and found no indication of any promotional rate which would have provided our customer with a free cable receiver in perpetuity. We are also able to confirm that the billing for this cable receiver has been clearly outlined on the monthly billing statement since it was requested in June of 2013. Although we understand our customer may be frustrated with the increased cause by the ending of their promotional discount, we must further reiterate that the billing for their account is correct. 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 Escalations Cox Communications
Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their account. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is always our...
goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region Tell us why here...
December 20, 2016—Revdex.com complaint# [redacted]—[redacted] We were sorry to hear of the difficulty that the customer experienced with our company. We attempted to reach the customer on several occasions but we were only able to leave voice mails. We invited the customer to contact us directly and we will assist her with her service concerns. As always, we appreciate the opportunity to assist a valued client. Thank you Catherine/ Cox Communications Executive Offices/ Arizona
We are sorry to hear the customer isn’t satisfied with our response. We have already addressed this customer’s concerns through multiple avenues outside of the Revdex.com. Per the customer and the letter sent, they disconnected the services due to frustration and not service issues. We have advised that the initial installation did include internet services, the customer was aware of the internet service based on the conversations we have on file. The customer also stated on the phone with us that they were aware of the services that were installed. We have explained on each interaction we will not be crediting or removing the charges in question. At this time, we consider the matter closed. Thank You. Thomas Executive Resolutions Cox Communications
May 6, 2016—Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced with his account. Due to the concerns that he brought to the attention of your office, we reviewed his account. Our records indicate that the equipment was removed...
from the account, and the client has no charges on his ledger for the mini box. Our records also confirm the customer has disconnected his service and no longer subscribes to our services. Should the customer have any further questions regarding his account or billing, he may contact our Customer Service Department at [redacted]. Thank you for the opportunity to assist the customer. Catherine/Cox Communications Executive Offices/ Arizona
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
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]
Revdex.com #[redacted]We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account we can address their concerns. We appreciate the opportunity that the Revdex.com has given to us to assist our customer and are always...
happy to address concerns that a customer brings to the attention of your office. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I do appreciate the speedy response, a phone call simply does not make up for hassle and heartache I had to go through over something as stupid as internet service. I'll be following up with the business in regards to a solution I feel is suitable.
Regards,
[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 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
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. Upon receiving our customer’s complaint, we had partnered with our Billing Support Department...
regarding the promotional discount. As of 8/16/16, the ticket has been resolved and the discount is now available to be properly added to their account. Our Giga-blast Sales Team has advised us they will continue working with the customer directly but we will continue monitoring the order and follow up to ensure everything is successfully resolved. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am dissatisfied with the response because of the fact that cox is blaming my tv when I was told by [redacted], who diagnosed my tv, that the tv would never output power and leave a burn mark on the hdmi input. I have paperwork from [redacted] stating it had to be the the cable box that caused the damage.
Regards,
[redacted]
While it is true, I am now aware of what is going on (I was called today at 10:43 am), why did it take a Revdex.com complaint for Cox to do its job properly. No where in their response do they take any responsibility for their errors, the time it took to get this finally addressed, the time I wasted, just to get proper service. This response is basically "Ok now that you told on us, we are going to do our job". I still don't have the credits promised for the router and I may be going several more weeks while waiting for the service that I pay for to work properly. Today's call was the first time that Cox reached out to me, even though during several previous conversation I was told I would be kept in the loop and followed up with. A credit for less then 1.5 months of service for service that by the time this finishes will not have worked for 4-5 months is not acceptable. On top of your other broken promises. If Revdex.com would like copies of the chats, I have them.
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we thoroughly reviewed our customer’s account. ...
Our client is citing in his complaint that he was charged late fees for the last three months. Upon conclusion of our investigation, we were able to verify that our customer was charged two late fees on his active account. Because our customer did not make a payment by the due date for his June 2016 statement, a late fee was assessed on the account. When our customer’s next statement generated he only paid a partial amount that was owed on the account, which resulted in another late fee. His current bill printed with an amount owed for $86.12 and as of 8/23/16 our customer has paid $40.13 toward the balance currently due. Please know that the disputed late fees are valid. However, as a courtesy to our longstanding customer we have credited one of his $8.00 late fees. After issuing this credit his remaining balance due is $37.99. To prevent any further late fees our client will need to pay the remaining balance of $37.99 by his due date of 8/26/16. 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. [redacted] / 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. We are sorry to hear of the difficulties that...
the customer is experiencing with her billing. Due to the situation that she brought to your attention, we contacted the client to discuss her concerns. We were able to review her account and the phone call with our Care Agent that she referred to and have found no validity to her claims of a credit owed to her. The balance owed and collected was accurate for services rendered. 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. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. The management and engineers moved very quickly to resolve the issue. The phone call from Larry was especially appreciated. Cox engineers found a switch not properly set deep why that happened is a mystery. Either Cox or T-Mobile in the porting missed something. Again thanks for the quick fix and response.
Regards,
[redacted]
We appreciate our customer taking the time to file their additional concerns regarding their Cox account. As a customer service oriented company we welcome the opportunity to address our customer’s concerns. After reviewing our customer additional concerns, we have attempted to reach them by telephone on 8/26/16 and 8/29/16 but we were only able to leave voicemail messages on each attempt. Regarding our customer’s concerns with their account billing, we must reiterate that the increase in their account billing was the result of the expiration of a 36 month promotion they had been receiving from 6/28/13 to 7/07/16. While we understand this promotional pricing has been very favorable, we must be transparent that no adjustments resulting from the expiration of this promotion would be due. We are also able to confirm that our customer has spoken directly with our Customer Care Center to adjust her level of service to achieve a more favorable monthly rate. Additionally, we have reviewed the original work orders and account notes and found no indication of any promotional rate which would have provided our customer with a free cable receiver in perpetuity. We are also able to confirm that the billing for this cable receiver has been clearly outlined on the monthly billing statement since it was requested in June of 2013. Although we understand our customer may be frustrated with the increased cause by the ending of their promotional discount, we must further reiterate that the billing for their account is correct. 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 Escalations Cox Communications
Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding their account. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is always our...
goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region Tell us why here...
December 20, 2016—Revdex.com complaint# [redacted]—[redacted] We were sorry to hear of the difficulty that the customer experienced with our company. We attempted to reach the customer on several occasions but we were only able to leave voice mails. We invited the customer to contact us directly and we will assist her with her service concerns. As always, we appreciate the opportunity to assist a valued client. Thank you Catherine/ Cox Communications Executive Offices/ Arizona
We are sorry to hear the customer isn’t satisfied with our response. We have already addressed this customer’s concerns through multiple avenues outside of the Revdex.com. Per the customer and the letter sent, they disconnected the services due to frustration and not service issues. We have advised that the initial installation did include internet services, the customer was aware of the internet service based on the conversations we have on file. The customer also stated on the phone with us that they were aware of the services that were installed. We have explained on each interaction we will not be crediting or removing the charges in question. At this time, we consider the matter closed. Thank You. Thomas Executive Resolutions Cox Communications
May 6, 2016—Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced with his account. Due to the concerns that he brought to the attention of your office, we reviewed his account. Our records indicate that the equipment was removed...
from the account, and the client has no charges on his ledger for the mini box. Our records also confirm the customer has disconnected his service and no longer subscribes to our services. Should the customer have any further questions regarding his account or billing, he may contact our Customer Service Department at [redacted]. Thank you for the opportunity to assist the customer. Catherine/Cox Communications Executive Offices/ Arizona
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
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]
Revdex.com #[redacted]We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account we can address their concerns. We appreciate the opportunity that the Revdex.com has given to us to assist our customer and are always...
happy to address concerns that a customer brings to the attention of your office. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.While I do appreciate the speedy response, a phone call simply does not make up for hassle and heartache I had to go through over something as stupid as internet service. I'll be following up with the business in regards to a solution I feel is suitable.
Regards,
[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 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
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. Upon receiving our customer’s complaint, we had partnered with our Billing Support Department...
regarding the promotional discount. As of 8/16/16, the ticket has been resolved and the discount is now available to be properly added to their account. Our Giga-blast Sales Team has advised us they will continue working with the customer directly but we will continue monitoring the order and follow up to ensure everything is successfully resolved. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID[redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I am dissatisfied with the response because of the fact that cox is blaming my tv when I was told by [redacted], who diagnosed my tv, that the tv would never output power and leave a burn mark on the hdmi input. I have paperwork from [redacted] stating it had to be the the cable box that caused the damage.
Regards,
[redacted]
While it is true, I am now aware of what is going on (I was called today at 10:43 am), why did it take a Revdex.com complaint for Cox to do its job properly. No where in their response do they take any responsibility for their errors, the time it took to get this finally addressed, the time I wasted, just to get proper service. This response is basically "Ok now that you told on us, we are going to do our job". I still don't have the credits promised for the router and I may be going several more weeks while waiting for the service that I pay for to work properly. Today's call was the first time that Cox reached out to me, even though during several previous conversation I was told I would be kept in the loop and followed up with. A credit for less then 1.5 months of service for service that by the time this finishes will not have worked for 4-5 months is not acceptable. On top of your other broken promises. If Revdex.com would like copies of the chats, I have them.