June 8, 2016—Revdex.com rebuttal [redacted]--# [redacted] This reply is being sent to your office in regards to the rebuttal that the client filed regarding her billing dispute. As we confirmed in our first response, the billing was adjusted as the customer requested. The client states in her rebuttal to your office that she is now experiencing Internet speed issues. She also states that she would like someone from our Corporate Office to call her to address these service concerns. Our Corporate Office personnel do not have the training to troubleshoot and diagnose data connectivity and speed issues with our Arizona customers. Our Technical Support Team is available 24 hours a day, seven days a week, and 365 days of the year for our customer’s convenience. This group can check signals, review equipment, and verify modem levels on the phone with our clients. This team can also diagnose and provide advice to our clients, as well as schedule a service call to the customer’s home. If a service call is needed, our Field Technicians work seven days a week, 365 days of the year, and we offer convenient two hour time frames. We can be reached locally at ###-###-####, or toll free at ###-###-####. Review of the customer’s account does not indicate that she has reported any service issues to us, and we have no service records on file for internet issues. We ask that the customer utilize the resources that we provide and allow us to assist her in the manner to which our agents have been trained. We hope this information has been helpful to your office. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
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 subscriber. The 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.
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]
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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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
This has been the response from COX for two years. They have done nothing to resolve the situation. It doesn't take two years to resolve a connectivity problem on a network. This is a stall tactic on the part of Cox Communications. They do not want to pay for infrastructure. Feel free at any time to contact me as I have some expertise on network management and design.
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to...
address their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Dani G. Executive Resolutions Office of the General Manager Cox 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 Case # [redacted] While we are sorry to hear of our customer’s current situation, we want to assure them that Cox Communications is not conspiring to disrupt or prevent their abilities to communicate using our Webmail services. Please know that we have been working hard to address and resolve any issues our customers have experienced using our e-mail services. Since there can be a number of factors causing issues such as delayed e-mail messages, we strongly recommend customers experiencing issues to speak with our Tier 2 Technical Support Department. Regarding saved sent e-mail messages; by default the option to “save a copy” of a sent e-mail message in Cox Webmail is unchecked. Cox customers who want to keep a copy of their sent messages are required to check this option before the message is sent. Alternatively Cox customers can update their e-mail settings online to have this option always checked. Unfortunately any e-mail message that has already been sent prior to this option being selected may not be available in the “Sent Folder”. While we are happy to hear the issue was resolved, we apologize for any incorrect information previously provided to you. In regards to return receipts; please know not all email applications or services support read receipts, and users can generally disable the functionality if they so wish. While our Cox Webmail service does include this feature, unfortunately there is no guarantee you will receive a return receipt. Lastly, our temporary passwords are randomly generated and are not specific to any account and/or personal information of our customers. We sincerely regret to hear that one of these passwords provided to you contained any form of language deemed inappropriate. Please know that Cox Communications does not take these matters lightly and that this incident will be investigated and addressed internally. While we understand our customer wishes to only communicate with us through the Revdex.com, we strongly encourage them to call and speak with our Tier 2 Technical Support Department as this would be the most effective form of communication to address their concerns and provide a successful resolution. Thank you for your time and consideration. [redacted]
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed our customer’s account. ...
Our customer is currently subscribe to our Preferred level of internet which carries a regular rate of $73.99. Our records confirm that when our customer originally signed up for internet service, at a former address, he was put on a 12 month promotion discounting his service. This discount transferred with him when he relocated to his current address. We recently had a rate change that went into effect on January 7, 2016. This rate change is printed in the ‘News from Cox’ section of his statement. Because our client recently transferred his service, and the transfer date was after our rate change, the information can be found on his January statement from his former address. To remain in good faith with our customer we have issued a 12 month promotion for $10 off his current level of internet service. This has been added and is in effect as of 4/20/16, any prorated credits will print on his May 2016 statement. 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
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.
We were sorry to hear of the confusion that the customer experienced with his Cox billing. Due to the specific billing questions that the customer brought up in his complaint to your office, we contacted him directly. While we did not speak to the client directly, we left him a detailed...
message and confirmed his corrected billing amount owed. We also asked the customer to call us directly with further questions on the bill. Thank you for the opportunity to assist the subscriber. [redacted]/Cox Communications Executive Offices / Arizona
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]
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
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]
We would like to thank the customer for taking the time to file his concerns regarding his promotional rate. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.When speaking to Mr. [redacted] on 1/29/15 he advised...
us that when setting up his order he was under the understanding that he would be receiving a promotional rate of $19.99 per month for his Essential Internet service. During this conversation, we advised our customer that this promotional rate of $19.99 was only available when in combination with our television or telephone services. However, we did advise our customer we certainly would like to make this right for him. At the time of our call to Mr. [redacted] we were able to confirm he was receiving a new promotional which lowered his rate to $31.79 per month for six months. We advised our customer that in an effort to reach a resolution, we will provide a one-time credit for the difference between his current rate of $31.79 and the requested rate of $19.99 for six months, which Mr. [redacted] advised us he will accept. We are confident that after this conversation with our customer that we can consider this issue to be resolved. It is our genuine desire to continue a positive relationship with Mr. [redacted] for many years to come. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com Case #[redacted] We are sorry to hear our customer had issues with billing and payments. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. Once we do, we will apologize for the experience and...
explain the updated account billing details. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Upon receipt of this complaint, we were able to...
speak with our customer on 10/13/15 regarding her concerns. We explained to our customer that the experience she had with our Care Center and field technicians is something we take very seriously and assured her this feedback will be addressed with our leadership team.Additionally, we confirmed that our customer did speak with our Customer Care Center on 10/12/15 who did work to lower our customer’s monthly rate as low as we possibly could, as well as applying a manual adjustment for the disputed Cox Service Protection Plan charges. We completely respect our customer’s frustration in that the rate we were able to provide her on 10/12/15 was not exactly what she was paying before, but we would like to express that we have done everything we possibly could to assist her in this matter.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.Thank you.[redacted]Executive ResolutionsCox Communications
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to assist our customer. It is never our intention to cause any frustration for any of our clients. We have corresponded directly with our customer and he has confirmed that his pricing issues have been resolved. We have also...
addressed the concerns with his overall experience and the information has been forwarded to the appropriate leadership for further review. 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
June 8, 2016—Revdex.com rebuttal [redacted]--# [redacted] This reply is being sent to your office in regards to the rebuttal that the client filed regarding her billing dispute. As we confirmed in our first response, the billing was adjusted as the customer requested. The client states in her rebuttal to your office that she is now experiencing Internet speed issues. She also states that she would like someone from our Corporate Office to call her to address these service concerns. Our Corporate Office personnel do not have the training to troubleshoot and diagnose data connectivity and speed issues with our Arizona customers. Our Technical Support Team is available 24 hours a day, seven days a week, and 365 days of the year for our customer’s convenience. This group can check signals, review equipment, and verify modem levels on the phone with our clients. This team can also diagnose and provide advice to our clients, as well as schedule a service call to the customer’s home. If a service call is needed, our Field Technicians work seven days a week, 365 days of the year, and we offer convenient two hour time frames. We can be reached locally at ###-###-####, or toll free at ###-###-####. Review of the customer’s account does not indicate that she has reported any service issues to us, and we have no service records on file for internet issues. We ask that the customer utilize the resources that we provide and allow us to assist her in the manner to which our agents have been trained. We hope this information has been helpful to your office. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
December 4, 2014
[redacted] complaint ID#: [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 subscriber. The 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 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]
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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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
This has been the response from COX for two years. They have done nothing to resolve the situation. It doesn't take two years to resolve a connectivity problem on a network. This is a stall tactic on the part of Cox Communications. They do not want to pay for infrastructure. Feel free at any time to contact me as I have some expertise on network management and design.
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to...
address their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Dani G. Executive Resolutions Office of the General Manager Cox 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 Case # [redacted] While we are sorry to hear of our customer’s current situation, we want to assure them that Cox Communications is not conspiring to disrupt or prevent their abilities to communicate using our Webmail services. Please know that we have been working hard to address and resolve any issues our customers have experienced using our e-mail services. Since there can be a number of factors causing issues such as delayed e-mail messages, we strongly recommend customers experiencing issues to speak with our Tier 2 Technical Support Department. Regarding saved sent e-mail messages; by default the option to “save a copy” of a sent e-mail message in Cox Webmail is unchecked. Cox customers who want to keep a copy of their sent messages are required to check this option before the message is sent. Alternatively Cox customers can update their e-mail settings online to have this option always checked. Unfortunately any e-mail message that has already been sent prior to this option being selected may not be available in the “Sent Folder”. While we are happy to hear the issue was resolved, we apologize for any incorrect information previously provided to you. In regards to return receipts; please know not all email applications or services support read receipts, and users can generally disable the functionality if they so wish. While our Cox Webmail service does include this feature, unfortunately there is no guarantee you will receive a return receipt. Lastly, our temporary passwords are randomly generated and are not specific to any account and/or personal information of our customers. We sincerely regret to hear that one of these passwords provided to you contained any form of language deemed inappropriate. Please know that Cox Communications does not take these matters lightly and that this incident will be investigated and addressed internally. While we understand our customer wishes to only communicate with us through the Revdex.com, we strongly encourage them to call and speak with our Tier 2 Technical Support Department as this would be the most effective form of communication to address their concerns and provide a successful resolution. Thank you for your time and consideration. [redacted]
Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed our customer’s account. ...
Our customer is currently subscribe to our Preferred level of internet which carries a regular rate of $73.99. Our records confirm that when our customer originally signed up for internet service, at a former address, he was put on a 12 month promotion discounting his service. This discount transferred with him when he relocated to his current address. We recently had a rate change that went into effect on January 7, 2016. This rate change is printed in the ‘News from Cox’ section of his statement. Because our client recently transferred his service, and the transfer date was after our rate change, the information can be found on his January statement from his former address. To remain in good faith with our customer we have issued a 12 month promotion for $10 off his current level of internet service. This has been added and is in effect as of 4/20/16, any prorated credits will print on his May 2016 statement. 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
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.
We were sorry to hear of the confusion that the customer experienced with his Cox billing. Due to the specific billing questions that the customer brought up in his complaint to your office, we contacted him directly. While we did not speak to the client directly, we left him a detailed...
message and confirmed his corrected billing amount owed. We also asked the customer to call us directly with further questions on the bill. Thank you for the opportunity to assist the subscriber. [redacted]/Cox Communications Executive Offices / Arizona
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]
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
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]
We would like to thank the customer for taking the time to file his concerns regarding his promotional rate. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.When speaking to Mr. [redacted] on 1/29/15 he advised...
us that when setting up his order he was under the understanding that he would be receiving a promotional rate of $19.99 per month for his Essential Internet service. During this conversation, we advised our customer that this promotional rate of $19.99 was only available when in combination with our television or telephone services. However, we did advise our customer we certainly would like to make this right for him. At the time of our call to Mr. [redacted] we were able to confirm he was receiving a new promotional which lowered his rate to $31.79 per month for six months. We advised our customer that in an effort to reach a resolution, we will provide a one-time credit for the difference between his current rate of $31.79 and the requested rate of $19.99 for six months, which Mr. [redacted] advised us he will accept. We are confident that after this conversation with our customer that we can consider this issue to be resolved. It is our genuine desire to continue a positive relationship with Mr. [redacted] for many years to come. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com Case #[redacted] We are sorry to hear our customer had issues with billing and payments. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. Once we do, we will apologize for the experience and...
explain the updated account billing details. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Upon receipt of this complaint, we were able to...
speak with our customer on 10/13/15 regarding her concerns. We explained to our customer that the experience she had with our Care Center and field technicians is something we take very seriously and assured her this feedback will be addressed with our leadership team.Additionally, we confirmed that our customer did speak with our Customer Care Center on 10/12/15 who did work to lower our customer’s monthly rate as low as we possibly could, as well as applying a manual adjustment for the disputed Cox Service Protection Plan charges. We completely respect our customer’s frustration in that the rate we were able to provide her on 10/12/15 was not exactly what she was paying before, but we would like to express that we have done everything we possibly could to assist her in this matter.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.Thank you.[redacted]Executive ResolutionsCox Communications
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to assist our customer. It is never our intention to cause any frustration for any of our clients. We have corresponded directly with our customer and he has confirmed that his pricing issues have been resolved. We have also...
addressed the concerns with his overall experience and the information has been forwarded to the appropriate leadership for further review. 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