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 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
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 are working to 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. Atari H. 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 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
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
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
[redacted] did follow up with me by phone on 9/1/2016. However she advised that she would be sending me an email directly with the further details on exactly how they plan on crediting us. I would be able to correspond with her via email and provide documents we had spoken about. I have not received this email or a call back in regard to the voicemail left, concerned about not receiving this email. On the phone 9/1/2016 we also discussed that we have been paying for service at least 150 mbps. After their temporary line was installed a computer plugged straight in to the modem was only testing at 30-35 mbps. We had also called prior to 8/10/2016 to report slow service. I am concerned that they have been charging us this whole time for service that they cannot provide. The possible 60 days to lay a permanent line, is that 60 days from 8/10/2016 when we first reported this issue? What do we do if when the permanent line is installed we are still not getting the mbps that we have been paying for? Our bill usually charges soon. Are you going to be charging us? Our online account says $0.82 is due, with a $96 credit applied on 8/17/2016. However you charged us $92.58 on 8/13/2016. Will this August amount be refunded? Will we not be charged again until our service is restored to what we have been paying for?
January 12, 2017 Revdex.com complaint #[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his services. Due to the concerns that the client brought to your attention, we attempted to contact the customer directly....
Unfortunately our attempts to follow up with the customer were unsuccessful. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/Arizona
We would like to thank the customer for taking the time to file their concerns regarding their Cox account. 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, we were able to speak to our customer directly on 9/9/16. During our call with our customer we were able to come to an agreement on a courtesy adjustment for the installation fee in question and scheduled the installation request for a date of our customer’s choosing. 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. [redacted] Executive Resolutions Cox Communications
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. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We were sorry to hear that the customer was unhappy with our first response to your company.
Because the customer disputes the information that he has been given regarding his recent claim, we requested further assistance from our Damage Claims Department. Our Claims Investigator [redacted] contacted the customer today and explained that we have exhausted all of our efforts to prove that our company did not damage his TV and Play Station. [redacted] also advised the customer that if he should choose to further dispute the claim, the client can contact us directly to provide any further documentation to support the claim that our convertor box caused damage to the his TV and equipment. We also spoke with the [redacted] agent that the customer worked with, and we clarified that their findings did not specify that our box caused the damage, but they simply stated that an external device “may have caused damage.” Based on the test results that were performed on the convertor and the coax cable, we have no support to replace the customer’s TV set and PlayStation.
We are sorry for the inconvenience that the customer has experienced. Thank you again for the opportunity to address the customer’s concerns.
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 have sent them my contact information, but I have not yet received a response from them.Regards,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their Cox 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 services, we were able to speak with our customer on 8/25/16 and scheduled a service repair appointment for 8/25/16 to address our customer’s concerns. Our department also made a call on 8/31/16 to check in following the repair appointment but were only able to leave a message with our contact information. 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. Executive Resolutions Cox 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,
Sindy A[redacted]
[redacted] [redacted]
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 regret to hear of any inconvenience that our customer has experienced with our company. As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate...
our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank Mr. A[redacted] for taking the time to file his concerns regarding his bundle pricing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.I spoke with Mr. A[redacted] on 10/30/2015 and after a...
thorough investigation determined we could make the appropriate changes to his account. We worked diligently together to find a solution and he is satisfied with the outcome. We appreciate Mr. A[redacted]’ choosing Cox Communications for all his entertainment and communications needs,
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 are working to 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. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,
C[redacted] T[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 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
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 are working to 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. Atari H. 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 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
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
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
[redacted] did follow up with me by phone on 9/1/2016. However she advised that she would be sending me an email directly with the further details on exactly how they plan on crediting us. I would be able to correspond with her via email and provide documents we had spoken about. I have not received this email or a call back in regard to the voicemail left, concerned about not receiving this email. On the phone 9/1/2016 we also discussed that we have been paying for service at least 150 mbps. After their temporary line was installed a computer plugged straight in to the modem was only testing at 30-35 mbps. We had also called prior to 8/10/2016 to report slow service. I am concerned that they have been charging us this whole time for service that they cannot provide. The possible 60 days to lay a permanent line, is that 60 days from 8/10/2016 when we first reported this issue? What do we do if when the permanent line is installed we are still not getting the mbps that we have been paying for? Our bill usually charges soon. Are you going to be charging us? Our online account says $0.82 is due, with a $96 credit applied on 8/17/2016. However you charged us $92.58 on 8/13/2016. Will this August amount be refunded? Will we not be charged again until our service is restored to what we have been paying for?
January 12, 2017 Revdex.com complaint #[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his services. Due to the concerns that the client brought to your attention, we attempted to contact the customer directly....
Unfortunately our attempts to follow up with the customer were unsuccessful. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/Arizona
We would like to thank the customer for taking the time to file their concerns regarding their Cox account. 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, we were able to speak to our customer directly on 9/9/16. During our call with our customer we were able to come to an agreement on a courtesy adjustment for the installation fee in question and scheduled the installation request for a date of our customer’s choosing. 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. [redacted] Executive Resolutions Cox Communications
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. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We were sorry to hear that the customer was unhappy with our first response to your company.
Because the customer disputes the information that he has been given regarding his recent claim, we requested further assistance from our Damage Claims Department. Our Claims Investigator [redacted] contacted the customer today and explained that we have exhausted all of our efforts to prove that our company did not damage his TV and Play Station. [redacted] also advised the customer that if he should choose to further dispute the claim, the client can contact us directly to provide any further documentation to support the claim that our convertor box caused damage to the his TV and equipment. We also spoke with the [redacted] agent that the customer worked with, and we clarified that their findings did not specify that our box caused the damage, but they simply stated that an external device “may have caused damage.” Based on the test results that were performed on the convertor and the coax cable, we have no support to replace the customer’s TV set and PlayStation.
We are sorry for the inconvenience that the customer has experienced. Thank you again for the opportunity to address the customer’s concerns.
[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 have sent them my contact information, but I have not yet received a response from them.Regards,[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their Cox 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 services, we were able to speak with our customer on 8/25/16 and scheduled a service repair appointment for 8/25/16 to address our customer’s concerns. Our department also made a call on 8/31/16 to check in following the repair appointment but were only able to leave a message with our contact information. 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. Executive Resolutions Cox 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,
Sindy A[redacted]
[redacted] [redacted]
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 regret to hear of any inconvenience that our customer has experienced with our company. As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate...
our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank Mr. A[redacted] for taking the time to file his concerns regarding his bundle pricing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.I spoke with Mr. A[redacted] on 10/30/2015 and after a...
thorough investigation determined we could make the appropriate changes to his account. We worked diligently together to find a solution and he is satisfied with the outcome. We appreciate Mr. A[redacted]’ choosing Cox Communications for all his entertainment and communications needs,
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 are working to 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. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and 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,
C[redacted] T[redacted]