[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by an early termination feeWe attempted to contact the customer by telephone and the number is disconnectedWe have sent out an email to advise the customer that the contact needs to be made to review the account and charges Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by a payment issues We directly contacted the customer by phone and telephoneThe refund check was delivered today by [redacted] according to the tracking informationWe are currently working with the customer to address the concerns and to a successful resolution Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We are sorry to hear that one of our customers is experiencing difficulty with her Internet serviceOur records indicate that we previously addressed the customer’s speed issues in October, as the client called our Corporate Office regarding her data speed Due to her call to our office, we asked our Field Management Team to contact the customer and meet with her to address the service concerns On November of this year, our technician Mauricio met with the customer and was able to confirm that our service was operating as it should, and determined the problem was due to the customer’s router While the customer was not happy that Mauricio proved that the router was the problem, we can confirm that when the line was connected directly to the computer, the speed test verified that that service was not substandard After reconnecting the router, the speed once again dropped to an unacceptable level While our Field Leadership determined that the service call fee was a valid charge, we have removed it from the customer’s bill, as a courtesy As our technician advised, we highly advise that the customer purchase a Gigabit router to accommodate the speed that she is receiving from our company We have no support to apply service credits to her account We hope this information has been helpful to the Revdex.com Thank you for the opportunity to address the concerns that the customer brought to your attention [redacted] /Office of the General Manager/Cox Communications
December 4, [redacted] complaint ID#: [redacted] – [redacted] We were sorry to hear of the service issues that a valued customer brought to the attention of your office We always appreciate the opportunity to assist a subscriberThe customer also filed the same complaint with our Corporate Office Because the customer states that they have had a long term data speed and connectivity issue, we reviewed the service call history and contacted our Field Leadership Team for review and assistance with the problems at hand We will contact the customer directly to ensure we are able to meet with them at a time that works best for them Our office will also stay in contact with our Field Team through final resolution of the problem We are sorry again to hear that the customer is not receiving the type of service that they expect and deserve We appreciate the information that the [redacted] has given us regarding our customer Thank you [redacted] /Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding their account billing Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we were able to speak with our customer on 5/1/to advise them we would be looking into their concernsHowever, when we did attempt to reach them at the telephone number they provided to us (###-###-####) to advise them the disputed charges had been removed, we were unsuccessful after three attemptsWe have left voicemail messages for the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billing It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experiencedThank you [redacted] Executive ResolutionsCox Communications
We regret any inconvenience our customer may have experienced in the timeframe it took for us to make contact with herWe understand these account concerns were of an urgent matter and we apologize for any frustration this delay may have causedRegarding the concerns presented by Mrs [redacted] in her complaint, we did perform a full research of her account to gain a better understanding of the issues at handWhen speaking with Mrs [redacted] on 12/23/we apologized for the confusion there may have been pertaining to her monthly rateWe explained to our customer that the monthly rate of $she was initially quoted was a mistakeThis amount consisted of the cost of her Internet and telephone services but also included a monthly bundle discount of $Regretfully, this bundle discount was no longer valid once the cable services were removed, thus causing the increased monthly rate in comparison to the amount she may have been expectingWe absolutely understand how frustrating this may have been for our customer and as a result we did provide her with a one-time credit of $for the inconvenience she experiencedPrior to this complaint, a member of our customer loyalty department also provided a six month promotional discount to compensate our customer for the experience as wellWe also explained to the customer that since she no longer subscribes to our cable television services, the monthly bundle discount of $in question was no longer valid and could not be provided for the next months as she requested in her initial complaintIt is our genuine desire to continue a positive relationship with our customer and we appreciate their patience and understandingOnce again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ***-***-***Thank You[redacted] Executive ResolutionsCox Communications
[redacted] Case # [redacted] We are sorry to hear our customer has not received accurate information for pricing and service informationThe bundles do have different levels of service and different base prices before taxes, fees, and equipmentThe bundles are designed to allow customers to customize the service as needed by added different equipment and upgrades like higher TV, Internet, or telephone service packagesWe have made contact with the customer by telephone and are working on a satisfactory resolutionThank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank our customer for taking the time to file her concerns regarding her Internet services Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrations.When speaking with our customer on 1/09/we let her know that we are dedicated to reaching a resolution for the issues outlined in her initial complaintDuring this call, we scheduled a service repair appointment for 1/11/to investigate these issuesDuring this repair appointment, our technician determined additional work on our outside equipment would be needed, and this was forwarded to our Network Operations DepartmentOn 1/12/15, our Network Operations Department dispatched a technician who completed additional repairs on the equipment outside of our customer’s home to ensure the issues were resolved When speaking with our customer on 1/13/15, we were able to confirm that the issues with her services have since been resolvedWe appreciate our customer’s patience and understanding while we addressed these concerns It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank You[redacted] Executive ResolutionsCox Communications
We are sorry to hear our business customer was negatively impacted by account billing issues Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint Thank you for your time and consideration[redacted] Executive EscalationsCox Communications
Revdex.com Case # [redacted] We are sorry to hear our business customer has been experiencing technical issues with the Internet serviceDue to this being a business account, we have notified our Cox Business team to reached out to the customer directly to schedule a visit to address the concerns listed in the complaint Thank you for your time and consideration [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their account billing and contract Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause any frustrations.When speaking with authorized user [redacted] , we advised him we were able to research the account to gain a better understanding of the issues at hand with his contactDuring our conversation we explained that we would allow him to remove the cable services and contract on the account without penaltyMr [redacted] then opted to proceed with disconnecting the cable services which we processed for himAs a result of the inconvenience, we also provided the account with a promotional discount as well We are confident that following our conversations with Mr [redacted] that the issues brought forth in this complaint have been resolved It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank you [redacted] Executive EscalationsCox Communications
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the [redacted] regarding her attempts to remove the early termination fees that were charged as a result of cancelling her services and ultimately canceling her contract We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account We found that the agent who disconnected the services for our customer also, as a courtesy, credit the charges We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the [redacted] regarding his recent experience We sincerely regret the inconvenience that he experienced with our company Upon receipt of this complaint, we performed a complete review of our customer’s account and corrected the billing We spoke with our customer and apologized for the inconvenience this has caused We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We apologize that our customer felt the necessity to write to the [redacted] regarding her internet service issues We involved our technicians to address her concerns We also contacted her by telephone to verify the issue is resolved and address any additional concerns she may have for a successful resolution.Thank you for your time and consideration.Sincerely, [redacted] /Office of the General Manager / Cox Communications Executive Offices / [redacted]
We are sorry to hear that the customer still has concerns regarding the VOD service We advised this customer last month that our Network Operations Team confirmed that while we did have challenges during our On Demand upgrade; the problems were sporadic and did not impact all of the VOD contentAt the request of our office, several of our Field Supervisors contacted the customer by phone to discuss the specific concerns that he was experiencing, but they were only able to leave a message To date, our Supervisors have not received any return calls from the customer We urge the subscriber to contact either of the Supervisors that left him a message so they may answer his specific VOD content questions We look forward to speaking to the client hope that he will allow us to assist himWe hope this information has been helpful to the Revdex.com Thank you [redacted] /Cox Communications Executive Offices/ Arizona
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding her attempts to address her billing and receive the correct refund We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint we reached out to our customer to obtain more information We then did a thorough review of the account and found a correction with the billing was needed We made the corrections and contacted our customer to go over the additional credits given and how the credit was determined We also explained the credit would be refunded by check and when she should expect to receive the check.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
Revdex.com Case# [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experienceIt 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 General ManagerCox Communications, Southwest Region
February 25, [redacted] complaint ID # [redacted] — [redacted] *** We were sorry to hear of the delayed refund check to our customerDue to the billing situation that the customer brought to the attention of your office, we contacted him directly to discuss his concerns After speaking with the customer, we advised him that we will contact our Accounting Department to advise that he has not yet received his refund check Due to the change in billing address, we may find it necessary to put a stop on the refund check that was processed on the of this month, and send another check to his correct addressWe will continue to work with the customer to ensure he receives his refund We appreciate the opportunity that the [redacted] has given us to assist our customer! [redacted] /Cox Communications Executive Offices/ [redacted]
Revdex.com Case # [redacted] We are sorry to hear our customer was having technical issues with his Cox servicesWe scheduled and completed a service callThe customer’s technical issues were all addressedWe have recently attempted to contact the customer by telephone but were not able to speak to the customerThe customer has contact information for our office as well as the field technician to ensure if any further concerns need to be addressed we are available for him Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We are sorry to hear our customer has been negatively impacted by an account holder change and misinformation provided by a representativeWe have researched the account in regards to the billing and creditsWe have reached out to the customer directly by telephone to address the concerns listed in the complaint Thank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by an early termination feeWe attempted to contact the customer by telephone and the number is disconnectedWe have sent out an email to advise the customer that the contact needs to be made to review the account and charges Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by a payment issues We directly contacted the customer by phone and telephoneThe refund check was delivered today by [redacted] according to the tracking informationWe are currently working with the customer to address the concerns and to a successful resolution Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We are sorry to hear that one of our customers is experiencing difficulty with her Internet serviceOur records indicate that we previously addressed the customer’s speed issues in October, as the client called our Corporate Office regarding her data speed Due to her call to our office, we asked our Field Management Team to contact the customer and meet with her to address the service concerns On November of this year, our technician Mauricio met with the customer and was able to confirm that our service was operating as it should, and determined the problem was due to the customer’s router While the customer was not happy that Mauricio proved that the router was the problem, we can confirm that when the line was connected directly to the computer, the speed test verified that that service was not substandard After reconnecting the router, the speed once again dropped to an unacceptable level While our Field Leadership determined that the service call fee was a valid charge, we have removed it from the customer’s bill, as a courtesy As our technician advised, we highly advise that the customer purchase a Gigabit router to accommodate the speed that she is receiving from our company We have no support to apply service credits to her account We hope this information has been helpful to the Revdex.com Thank you for the opportunity to address the concerns that the customer brought to your attention [redacted] /Office of the General Manager/Cox Communications
December 4, [redacted] complaint ID#: [redacted] – [redacted] We were sorry to hear of the service issues that a valued customer brought to the attention of your office We always appreciate the opportunity to assist a subscriberThe customer also filed the same complaint with our Corporate Office Because the customer states that they have had a long term data speed and connectivity issue, we reviewed the service call history and contacted our Field Leadership Team for review and assistance with the problems at hand We will contact the customer directly to ensure we are able to meet with them at a time that works best for them Our office will also stay in contact with our Field Team through final resolution of the problem We are sorry again to hear that the customer is not receiving the type of service that they expect and deserve We appreciate the information that the [redacted] has given us regarding our customer Thank you [redacted] /Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding their account billing Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we were able to speak with our customer on 5/1/to advise them we would be looking into their concernsHowever, when we did attempt to reach them at the telephone number they provided to us (###-###-####) to advise them the disputed charges had been removed, we were unsuccessful after three attemptsWe have left voicemail messages for the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billing It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experiencedThank you [redacted] Executive ResolutionsCox Communications
We regret any inconvenience our customer may have experienced in the timeframe it took for us to make contact with herWe understand these account concerns were of an urgent matter and we apologize for any frustration this delay may have causedRegarding the concerns presented by Mrs [redacted] in her complaint, we did perform a full research of her account to gain a better understanding of the issues at handWhen speaking with Mrs [redacted] on 12/23/we apologized for the confusion there may have been pertaining to her monthly rateWe explained to our customer that the monthly rate of $she was initially quoted was a mistakeThis amount consisted of the cost of her Internet and telephone services but also included a monthly bundle discount of $Regretfully, this bundle discount was no longer valid once the cable services were removed, thus causing the increased monthly rate in comparison to the amount she may have been expectingWe absolutely understand how frustrating this may have been for our customer and as a result we did provide her with a one-time credit of $for the inconvenience she experiencedPrior to this complaint, a member of our customer loyalty department also provided a six month promotional discount to compensate our customer for the experience as wellWe also explained to the customer that since she no longer subscribes to our cable television services, the monthly bundle discount of $in question was no longer valid and could not be provided for the next months as she requested in her initial complaintIt is our genuine desire to continue a positive relationship with our customer and we appreciate their patience and understandingOnce again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ***-***-***Thank You[redacted] Executive ResolutionsCox Communications
[redacted] Case # [redacted] We are sorry to hear our customer has not received accurate information for pricing and service informationThe bundles do have different levels of service and different base prices before taxes, fees, and equipmentThe bundles are designed to allow customers to customize the service as needed by added different equipment and upgrades like higher TV, Internet, or telephone service packagesWe have made contact with the customer by telephone and are working on a satisfactory resolutionThank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank our customer for taking the time to file her concerns regarding her Internet services Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrations.When speaking with our customer on 1/09/we let her know that we are dedicated to reaching a resolution for the issues outlined in her initial complaintDuring this call, we scheduled a service repair appointment for 1/11/to investigate these issuesDuring this repair appointment, our technician determined additional work on our outside equipment would be needed, and this was forwarded to our Network Operations DepartmentOn 1/12/15, our Network Operations Department dispatched a technician who completed additional repairs on the equipment outside of our customer’s home to ensure the issues were resolved When speaking with our customer on 1/13/15, we were able to confirm that the issues with her services have since been resolvedWe appreciate our customer’s patience and understanding while we addressed these concerns It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank You[redacted] Executive ResolutionsCox Communications
We are sorry to hear our business customer was negatively impacted by account billing issues Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint Thank you for your time and consideration[redacted] Executive EscalationsCox Communications
Revdex.com Case # [redacted] We are sorry to hear our business customer has been experiencing technical issues with the Internet serviceDue to this being a business account, we have notified our Cox Business team to reached out to the customer directly to schedule a visit to address the concerns listed in the complaint Thank you for your time and consideration [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their account billing and contract Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause any frustrations.When speaking with authorized user [redacted] , we advised him we were able to research the account to gain a better understanding of the issues at hand with his contactDuring our conversation we explained that we would allow him to remove the cable services and contract on the account without penaltyMr [redacted] then opted to proceed with disconnecting the cable services which we processed for himAs a result of the inconvenience, we also provided the account with a promotional discount as well We are confident that following our conversations with Mr [redacted] that the issues brought forth in this complaint have been resolved It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank you [redacted] Executive EscalationsCox Communications
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the [redacted] regarding her attempts to remove the early termination fees that were charged as a result of cancelling her services and ultimately canceling her contract We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account We found that the agent who disconnected the services for our customer also, as a courtesy, credit the charges We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the [redacted] regarding his recent experience We sincerely regret the inconvenience that he experienced with our company Upon receipt of this complaint, we performed a complete review of our customer’s account and corrected the billing We spoke with our customer and apologized for the inconvenience this has caused We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We apologize that our customer felt the necessity to write to the [redacted] regarding her internet service issues We involved our technicians to address her concerns We also contacted her by telephone to verify the issue is resolved and address any additional concerns she may have for a successful resolution.Thank you for your time and consideration.Sincerely, [redacted] /Office of the General Manager / Cox Communications Executive Offices / [redacted]
We are sorry to hear that the customer still has concerns regarding the VOD service We advised this customer last month that our Network Operations Team confirmed that while we did have challenges during our On Demand upgrade; the problems were sporadic and did not impact all of the VOD contentAt the request of our office, several of our Field Supervisors contacted the customer by phone to discuss the specific concerns that he was experiencing, but they were only able to leave a message To date, our Supervisors have not received any return calls from the customer We urge the subscriber to contact either of the Supervisors that left him a message so they may answer his specific VOD content questions We look forward to speaking to the client hope that he will allow us to assist himWe hope this information has been helpful to the Revdex.com Thank you [redacted] /Cox Communications Executive Offices/ Arizona
It is always our goal to provide our customers with exemplary customer service We apologize that our customer felt the necessity to write to the Revdex.com regarding her attempts to address her billing and receive the correct refund We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint we reached out to our customer to obtain more information We then did a thorough review of the account and found a correction with the billing was needed We made the corrections and contacted our customer to go over the additional credits given and how the credit was determined We also explained the credit would be refunded by check and when she should expect to receive the check.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
Revdex.com Case# [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experienceIt 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 General ManagerCox Communications, Southwest Region
February 25, [redacted] complaint ID # [redacted] — [redacted] *** We were sorry to hear of the delayed refund check to our customerDue to the billing situation that the customer brought to the attention of your office, we contacted him directly to discuss his concerns After speaking with the customer, we advised him that we will contact our Accounting Department to advise that he has not yet received his refund check Due to the change in billing address, we may find it necessary to put a stop on the refund check that was processed on the of this month, and send another check to his correct addressWe will continue to work with the customer to ensure he receives his refund We appreciate the opportunity that the [redacted] has given us to assist our customer! [redacted] /Cox Communications Executive Offices/ [redacted]
Revdex.com Case # [redacted] We are sorry to hear our customer was having technical issues with his Cox servicesWe scheduled and completed a service callThe customer’s technical issues were all addressedWe have recently attempted to contact the customer by telephone but were not able to speak to the customerThe customer has contact information for our office as well as the field technician to ensure if any further concerns need to be addressed we are available for him Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We are sorry to hear our customer has been negatively impacted by an account holder change and misinformation provided by a representativeWe have researched the account in regards to the billing and creditsWe have reached out to the customer directly by telephone to address the concerns listed in the complaint Thank you for your time and consideration [redacted] **Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region