Revdex.com #[redacted] We would like to thank the Revdex.com for giving us the opportunity to assist our customer. We appreciate the additional feedback that has been provided. We have made direct contact with our customer and have advised him of what to expect for a monthly rate when his statements are generated. Thank you for your time. Jaimi / 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 their account billing. 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 were able to speak with...
our customer directly on 7/19/16. During this conversation with our customer they advised us that the remark in question on their credit report has since been removed. We are confident the issue at hand has now been addressed. 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. George Executive Escalations Cox Communications
I just checked my account, and my current bill is still at the same high rate. Additionally, applying a promotion for only two months is not acceptable. I was told that the lower price would be the correct price, going forward, not just for a couple of months. If someone had told me the price was only good for two months, I would have just cancelled my service.
We would like to thank the customer for taking the time to file his concerns regarding the pricing for his services and the concerns regarding our seasonal policy. 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 researched the account and found that the promotional pricing had already been corrected after it was lost due to our seasonal policy. When we spoke with the customer, he decided to change his services in such a way that there was no promotional discount and at the same time, only a small change in the cost. With these changes, a visit from a technician was needed. That visit was completed the same day as our conversation and the customer was 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 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
[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?
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
hello, my husband was having surgery. we just want our bill lowered, as your had promised us last time. we are hard of hearing and disabled. we only need the price we signed up for. now it has increased 10.00 a month with less service. I guess we should contact more places to get help. Not sure why this is so difficult.you can email me at [redacted] since we have a hard time on the phone.
July 8, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding Internet pricing. Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her our contact...
information for further questions on this matter. The customer state in her complaint that she was not advised of the difference in price on the levels of data service. We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $5.00 would not pertain to her situation. The customer is currently receiving a discounted price of $54.99 per month for the Preferred Internet; as the regular monthly rate is $66.99. This special priced campaign is valid through May 21, 2016. We hope this information has been helpful to your office, as well as the customer. We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $144.00 discount over the course of the year. As always, we appreciate the opportunity to assist a valued customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]
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
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
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 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] [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]
We are truly sorry to hear our customer has additional concerns regarding their Cox services. Please know, it is our genuine desire to reach a resolution with our customer. Upon receipt of this rebuttal, we did make contact with our customer on 3/23/15. During this conversation, we made an offer to send a technician to the home to address the service issues free of charge. Regretfully, upon offering this option our customer advised us they will be declining our offer and will be disconnecting services in the near future. We are genuinely disappointed to hear our customer is considering disconnection and should the opt to change their mind we are more than happy to assist them in any way possible. Thank you. [redacted]Executive EscalationsCox Communications
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]
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
January 23, 2015 [redacted] complaint # 10412979—[redacted] We were sorry to hear that the customer is unhappy with the rates and has disconnected his service. Because of the complaint filed with your office, a thorough investigation has been completed on the customer’s...
account. Our records confirm that several of our Customer Service agents spoke to the customer and advised him that the initial rate that he was being charged was a temporary campaign. Our company like many others; offer attractive rates to new subscribers in hopes of gaining a loyal customer. We also offer current customer campaigns, and have a varied amount of marketing promotions for our long-time and existing customers. Review of the customer’s January bill also confirms that he was notified of the upcoming rate changes, and we have taken the liberty to send the customer a copy of this statement, highlighting this information. Because the customer did express interest in possibly reactivating his service, our Sales Department will attempt to reach the subscriber in hopes of finding a package that will fit his needs, as well as his budget. We appreciate the opportunity to assist this customer, and thank the [redacted] for letting us know of his concerns. [redacted]/ Cox Communications Executive offices/ [redacted]
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
I attempted to contact Cox within 5 minutes of their first voice message. They did not answer or return my call within 24 hours. I called back a second time and left a message and still no return call. I also attempted to respond to their email when received but Cox emails services were lost in the Central Arizona area on Dec 6. I am attaching that communication that was finally sent sometime during the night of Dec 6 or morning of Dec 7. Unfortunately, [redacted] response indicates she does not understand what my issue is, or what my resolution being requested is. I suggest she reads my complaint one more time, and also reads the email I have sent both to Cox and Revdex.com. I have provided all the information to Cox that they have requested of me as shown in my attachment (email to Cox). Also to reference her response, there is no confusion on the customer's part here, I know exactly what's going on and what the resolution is. I'm also probably a lot more knowledgeable about the Cox spam filtering processes than she is. My request to Cox is simply to allow me to speak to someone knowledgeable about Cox products so we can work towards a resolution. So far Cox has taken no action other than their less than accurate response provided to Revdex.com thus far.
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 #[redacted] We would like to thank the Revdex.com for giving us the opportunity to assist our customer. We appreciate the additional feedback that has been provided. We have made direct contact with our customer and have advised him of what to expect for a monthly rate when his statements are generated. Thank you for your time. Jaimi / 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 their account billing. 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 were able to speak with...
our customer directly on 7/19/16. During this conversation with our customer they advised us that the remark in question on their credit report has since been removed. We are confident the issue at hand has now been addressed. 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. George Executive Escalations Cox Communications
I just checked my account, and my current bill is still at the same high rate. Additionally, applying a promotion for only two months is not acceptable. I was told that the lower price would be the correct price, going forward, not just for a couple of months. If someone had told me the price was only good for two months, I would have just cancelled my service.
We would like to thank the customer for taking the time to file his concerns regarding the pricing for his services and the concerns regarding our seasonal policy. 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 researched the account and found that the promotional pricing had already been corrected after it was lost due to our seasonal policy. When we spoke with the customer, he decided to change his services in such a way that there was no promotional discount and at the same time, only a small change in the cost. With these changes, a visit from a technician was needed. That visit was completed the same day as our conversation and the customer was 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 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
[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?
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
hello, my husband was having surgery. we just want our bill lowered, as your had promised us last time. we are hard of hearing and disabled. we only need the price we signed up for. now it has increased 10.00 a month with less service. I guess we should contact more places to get help. Not sure why this is so difficult.you can email me at [redacted] since we have a hard time on the phone.
July 8, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding Internet pricing. Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her our contact...
information for further questions on this matter. The customer state in her complaint that she was not advised of the difference in price on the levels of data service. We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $5.00 would not pertain to her situation. The customer is currently receiving a discounted price of $54.99 per month for the Preferred Internet; as the regular monthly rate is $66.99. This special priced campaign is valid through May 21, 2016. We hope this information has been helpful to your office, as well as the customer. We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $144.00 discount over the course of the year. As always, we appreciate the opportunity to assist a valued customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]
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
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
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 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
[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]
We are truly sorry to hear our customer has additional concerns regarding their Cox services. Please know, it is our genuine desire to reach a resolution with our customer. Upon receipt of this rebuttal, we did make contact with our customer on 3/23/15. During this conversation, we made an offer to send a technician to the home to address the service issues free of charge. Regretfully, upon offering this option our customer advised us they will be declining our offer and will be disconnecting services in the near future. We are genuinely disappointed to hear our customer is considering disconnection and should the opt to change their mind we are more than happy to assist them in any way possible. Thank you. [redacted]Executive EscalationsCox Communications
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]
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
January 23, 2015 [redacted] complaint # 10412979—[redacted] We were sorry to hear that the customer is unhappy with the rates and has disconnected his service. Because of the complaint filed with your office, a thorough investigation has been completed on the customer’s...
account. Our records confirm that several of our Customer Service agents spoke to the customer and advised him that the initial rate that he was being charged was a temporary campaign. Our company like many others; offer attractive rates to new subscribers in hopes of gaining a loyal customer. We also offer current customer campaigns, and have a varied amount of marketing promotions for our long-time and existing customers. Review of the customer’s January bill also confirms that he was notified of the upcoming rate changes, and we have taken the liberty to send the customer a copy of this statement, highlighting this information. Because the customer did express interest in possibly reactivating his service, our Sales Department will attempt to reach the subscriber in hopes of finding a package that will fit his needs, as well as his budget. We appreciate the opportunity to assist this customer, and thank the [redacted] for letting us know of his concerns. [redacted]/ Cox Communications Executive offices/ [redacted]
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
I attempted to contact Cox within 5 minutes of their first voice message. They did not answer or return my call within 24 hours. I called back a second time and left a message and still no return call. I also attempted to respond to their email when received but Cox emails services were lost in the Central Arizona area on Dec 6. I am attaching that communication that was finally sent sometime during the night of Dec 6 or morning of Dec 7. Unfortunately, [redacted] response indicates she does not understand what my issue is, or what my resolution being requested is. I suggest she reads my complaint one more time, and also reads the email I have sent both to Cox and Revdex.com. I have provided all the information to Cox that they have requested of me as shown in my attachment (email to Cox). Also to reference her response, there is no confusion on the customer's part here, I know exactly what's going on and what the resolution is. I'm also probably a lot more knowledgeable about the Cox spam filtering processes than she is. My request to Cox is simply to allow me to speak to someone knowledgeable about Cox products so we can work towards a resolution. So far Cox has taken no action other than their less than accurate response provided to Revdex.com thus far.
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]