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 situation with [redacted] has been settled. Thank you for your intervention. [redacted]
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their Cox High Speed Internet service. Please let me begin with an apology for any inconvenience they experienced. Regarding the customer’s concerns with their Internet service and subsequent modem...
purchase, we did attempt to reach them at the telephone number listed on the account to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. Although we were unsuccessful in speaking to our customer directly, we have reviewed the account in question to gain a better understanding of our customer’s concerns. Review of the account indicates that our customer’s service was temporarily interrupted due to a [redacted] (DMCA) violation as a result of copyrighted material being downloaded using their Cox High Speed Internet connection, which prompted the call to our Care Center. While we certainly apologize if the initial agent they spoke to did not adequately discover and explain the reasoning for this DMCA suspension, we are unable to reimburse our customer for a modem they opted to purchase in an effort to troubleshoot this matter. We do suggest to our customer if they are still within the return window that they consider returning the modem to the original retailer should they no longer wish to make use of the new modem they purchased. Additionally, as a result of this inconvenience we have applied a $25.00 adjustment to the account and will ensure our customer’s feedback regarding their interaction with our Care Center is addressed with the appropriate leadership. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox 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 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 the customer brought to the attention of your office, we thoroughly reviewed his...
account. At the conclusion of our investigation we determined that the balance owed on the customer’s former account includes unreturned equipment charges and final billing for services rendered. The total amount owed for unreturned equipment is $940.00 and $253.10 is for services rendered. Our customer’s balance owed is valid, because of this we cannot remove the mark on his credit report. However, once the equipment is returned and the balance is paid in full, we will update his credit report to reflect that the balance has been satisfied. 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 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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file his concerns regarding his service and recent experience with our Customer Care Center. 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 is already working with us via an escalation they sent to our Corporate Care Department. Our Corporate Care Department has advised us they will reach back out to Mr. Cole today to address any remaining concerns. We are confident that we will reach an amicable 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. Executive Escalations Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding the condition of their property following a visit by Cox technicians. 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 a recent visit to their property by a Cox technician, we have found that a Cox Field Services supervisor was able to speak to our customer on 6/12/17 to address these concerns. During this call, it was determined the garbage found by our customer was not left by a Cox Communications technician and that the issue regarding the condition of the gravel has been addressed. We are confident the issue at hand has 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. Thank you. George Executive Resolutions Cox Communications
Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved. Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved.
We would like to thank the customer for taking the time to file his concerns regarding the transfer of his service and incorrect account balance. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon...
receipt of this complaint, we reached out and made contact with the customer as well as his daughter to discuss the situation. We advised we’d research the account to verify we had removed the excess charges and then discuss the current monthly rate. We followed up twice to go over our findings however we were unable to reach the customer. We’ve left our contact information with both voicemails and have removed the remaining charges that we found had not been addressed. We look forward to speaking with the customer when they are able to return our calls 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 customer’s perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. Thomas Executive Resolutions Cox 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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue.We have...
attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.As always, 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
We would like to thank the customer for taking the time to file their concerns regarding their initial installation and cable services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding...
the customer’s concerns with their recent experience and services, we did attempt to reach them at the telephone number listed on the account ([redacted]) on three occasions to address these issues but we were unsuccessful. We have left voicemail messages on each attempt to the customer with our contact information. Should the customer contact us we will be happy to discuss their concerns further. Although we were unsuccessful in speaking to our customer directly, we do see that our Field Services Department was able to send a technician to the home on 9/23/15 to address and correct the issues with the Cox services. Additionally, we do see our Customer Care Center has applied an account adjustment on 9/20/15 for the days the services were impacted. 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]
In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client. We have contacted the customer directly to address their concerns. Our Field Supervisors reached directly out to our customer and they informed him of the...
time frame for service availability at his home. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
March 1, 2017—Revdex.com complaint -- Rabie Hagag We were sorry to hear of the confusion that the customer experienced with his billing. Due to the concerns that the client brought to the attention of your office, we contacted him directly to discuss. The customer advised us to reply to...
the Revdex.com with the details and resolution to his concerns. After a thorough review of his account, we determined the correct final balance owed on his account is $31.58. Credits were applied to his account to honor the correct disconnection date, and a late fee was credited as well. Thank you for the opportunity to address these concerns. Catherine/Cox Communications Executive Offices/ Arizona
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 are sorry to hear that our customer has concerns regarding her final statement. Upon receipt of our customers concerns we reviewed their account and do not have any record of anyone accessing this account before October 29, 2015. Prior to October 29, we show someone from one of our...
call centers accessed the account on May 22, 2015. At this time we are unable to justify issuing any credits on this account. If our customer can upload the email that she received that shows confirmation of the account being disconnected prior to October 29, 2015 we will be happy to further review. We thank our customer for the unique opportunity to serve them through this avenue, and apologize for any inconvenience. Thanks for choosing Cox Communications Executive Escalations Team SE
We are sorry to hear the customer is confused on his billing. Due to the concerns that he brought to your office we contacted him directly to discuss his bill. The customer has our direct contact information and we will continue to work with him to clarify his concerns. Thank You for bringing this...
to our attention. As always, we thank the Revdex.com for the opportunity to assist our customer. Thank You [redacted] Cox Communications Executive Escalations
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]
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:
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 situation with [redacted] has been settled. Thank you for your intervention. [redacted]
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their Cox High Speed Internet service. Please let me begin with an apology for any inconvenience they experienced. Regarding the customer’s concerns with their Internet service and subsequent modem...
purchase, we did attempt to reach them at the telephone number listed on the account to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. Although we were unsuccessful in speaking to our customer directly, we have reviewed the account in question to gain a better understanding of our customer’s concerns. Review of the account indicates that our customer’s service was temporarily interrupted due to a [redacted] (DMCA) violation as a result of copyrighted material being downloaded using their Cox High Speed Internet connection, which prompted the call to our Care Center. While we certainly apologize if the initial agent they spoke to did not adequately discover and explain the reasoning for this DMCA suspension, we are unable to reimburse our customer for a modem they opted to purchase in an effort to troubleshoot this matter. We do suggest to our customer if they are still within the return window that they consider returning the modem to the original retailer should they no longer wish to make use of the new modem they purchased. Additionally, as a result of this inconvenience we have applied a $25.00 adjustment to the account and will ensure our customer’s feedback regarding their interaction with our Care Center is addressed with the appropriate leadership. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox 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 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 the customer brought to the attention of your office, we thoroughly reviewed his...
account. At the conclusion of our investigation we determined that the balance owed on the customer’s former account includes unreturned equipment charges and final billing for services rendered. The total amount owed for unreturned equipment is $940.00 and $253.10 is for services rendered. Our customer’s balance owed is valid, because of this we cannot remove the mark on his credit report. However, once the equipment is returned and the balance is paid in full, we will update his credit report to reflect that the balance has been satisfied. 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 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
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file his concerns regarding his service and recent experience with our Customer Care Center. 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 is already working with us via an escalation they sent to our Corporate Care Department. Our Corporate Care Department has advised us they will reach back out to Mr. Cole today to address any remaining concerns. We are confident that we will reach an amicable 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. Executive Escalations Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding the condition of their property following a visit by Cox technicians. 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 a recent visit to their property by a Cox technician, we have found that a Cox Field Services supervisor was able to speak to our customer on 6/12/17 to address these concerns. During this call, it was determined the garbage found by our customer was not left by a Cox Communications technician and that the issue regarding the condition of the gravel has been addressed. We are confident the issue at hand has 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. Thank you. George Executive Resolutions Cox Communications
Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved. Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved.
We would like to thank the customer for taking the time to file his concerns regarding the transfer of his service and incorrect account balance. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon...
receipt of this complaint, we reached out and made contact with the customer as well as his daughter to discuss the situation. We advised we’d research the account to verify we had removed the excess charges and then discuss the current monthly rate. We followed up twice to go over our findings however we were unable to reach the customer. We’ve left our contact information with both voicemails and have removed the remaining charges that we found had not been addressed. We look forward to speaking with the customer when they are able to return our calls 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 customer’s perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. Thomas Executive Resolutions Cox 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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue.We have...
attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.As always, 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
We would like to thank the customer for taking the time to file their concerns regarding their initial installation and cable services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding...
the customer’s concerns with their recent experience and services, we did attempt to reach them at the telephone number listed on the account ([redacted]) on three occasions to address these issues but we were unsuccessful. We have left voicemail messages on each attempt to the customer with our contact information. Should the customer contact us we will be happy to discuss their concerns further. Although we were unsuccessful in speaking to our customer directly, we do see that our Field Services Department was able to send a technician to the home on 9/23/15 to address and correct the issues with the Cox services. Additionally, we do see our Customer Care Center has applied an account adjustment on 9/20/15 for the days the services were impacted. 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]
In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client. We have contacted the customer directly to address their concerns. Our Field Supervisors reached directly out to our customer and they informed him of the...
time frame for service availability at his home. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
March 1, 2017—Revdex.com complaint -- Rabie Hagag We were sorry to hear of the confusion that the customer experienced with his billing. Due to the concerns that the client brought to the attention of your office, we contacted him directly to discuss. The customer advised us to reply to...
the Revdex.com with the details and resolution to his concerns. After a thorough review of his account, we determined the correct final balance owed on his account is $31.58. Credits were applied to his account to honor the correct disconnection date, and a late fee was credited as well. Thank you for the opportunity to address these concerns. Catherine/Cox Communications Executive Offices/ Arizona
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 are sorry to hear that our customer has concerns regarding her final statement. Upon receipt of our customers concerns we reviewed their account and do not have any record of anyone accessing this account before October 29, 2015. Prior to October 29, we show someone from one of our...
call centers accessed the account on May 22, 2015. At this time we are unable to justify issuing any credits on this account. If our customer can upload the email that she received that shows confirmation of the account being disconnected prior to October 29, 2015 we will be happy to further review. We thank our customer for the unique opportunity to serve them through this avenue, and apologize for any inconvenience. Thanks for choosing Cox Communications Executive Escalations Team SE
We are sorry to hear the customer is confused on his billing. Due to the concerns that he brought to your office we contacted him directly to discuss his bill. The customer has our direct contact information and we will continue to work with him to clarify his concerns. Thank You for bringing this...
to our attention. As always, we thank the Revdex.com for the opportunity to assist our customer. Thank You [redacted] Cox Communications Executive Escalations
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]
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