July 25, 2016 Revdex.com complaint # [redacted]—[redacted] [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding the internet service. Due to the concerns that the client brought to your attention, we engaged our field leadership to...
address the technical difficulties. We are currently working on performing the necessary repairs to the customer’s services. At this moment the customer is aware of the repairs being made and the time frame expected for this repairs to be completed. We will continue to work together with the customer towards a satisfactory resolution. 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
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with their services. We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a...
service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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. Sharon H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear our customer is having technical issues with his Cox Internet service. 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. We do need to schedule a service...
call to review the location and work on successful resolution. Once the issue is resolved we can further assist the customer’s concerns about billing for the services impacted by the technical issues. Thank you for your time and consideration. Sirena M.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Perhaps you didn't read my complaint. I told you I already called COX multiple times and DID NOT get resolution to my problem! Im not going thru the aggravation of dealing with your lower level people. again and you didn't give me a contact person and number to call.In order to resolve this issue, I want the APPROPRIATE PERSON to CONTACT ME at my home number. or for you to give me the NAME AND NUMBER OF THE APPROPRIATE PERSON TO CONTACT WHO HAS THE AUTHORITY TO ASSIST ME. Thank you
Revdex.com Case # [redacted]
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company.As of November 23, 2015, our Corporate Office had been in contact with the customer regarding their concerns....
On December 4, 2015, we followed up with the customer and confirmed their issues had been addressed and the services are now working correctly. We are confident that this complaint has been successfully resolved.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We’re sorry to hear the customer has not received the promised gift card. We have reached out to our rebates team and confirmed the initial mailing was returned by the Post Office. We have re-issued the card and it was mailed June 28, 2017. We have advised the customer to follow up with our team...
directly so we can verify the card is received. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have tried to call the local cox business office several times. Each time I was promised a call back and nobody has bothered calling in.
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding the charges for their service, the service issues, and a missing piece of equipment. We also want to apologize for any frustrations or inconveniences experienced. Upon receipt of this complaint, we...
reached out and spoke with the customer regarding the issues she brought to our attention. She stated that currently the service is working and that her main complaint settled around the billing and missing piece of equipment. Per the customer, one of our technicians accidentally took a piece of equipment that the customer owned. Our investigation found that the last time a technician would have touched this device was in October of last year, however the customer states it was missing after January this year. A claim was submitted and will be investigated. Our claims team will reach out with a resolution. The customer requested credits for the service and current rental equipment while this is being investigated. This request was declined as the services are working correctly. We also informed the customer that her current usage of the service wouldn’t require a rental or Wi-Fi capable piece of equipment. We are at this time unable to replace the equipment due to her account’s past due balance. After this balance was explained and even after a misapplied payment was located, the account is still past due. When this was explained, the customer became much more upset and ended the call abruptly. 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. 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
We would like to thank the customer for taking the time to file his concerns regarding the billing for his former Cox account. 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 our customer spoke to our Customer Care Center on 5/27/16 regarding their concerns with their final balance and our Care Center was able to able to apply an additional adjustment to bring the account to a zero balance. With this in mind, we are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George Executive Resolutions Cox Communications
January 14, 2015—Revdex.com rebuttal # [redacted]—[redacted]
We are sorry that the customer does not accept the
information that we provided in our first response to the Revdex.com.
We currently do not have any new information to share with
the client. Once we have confirmation
from our Accounting and Collections Department that her request has been
addressed, we will contact the subscriber directly.
We appreciate your patience as we wait to hear the update on
the account. Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona
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 identified the details of the delinquent balance. 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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted]We regret to hear of the issues our customer has had with their cable services.We have contacted the customer directly to address her concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer service. As a...
customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
It has been verified today that the issue I was promised by Cox many times to be fixed, never was. In fact, the engineer that came out today verified speeds were still inconsistent and nodes still had issues. I didn’t bother asking if the main cable down the street was replaced, I assumed not. So since February I have spent countless hours with dozens of cox techs and mangers, taken a great deal of time off work along with at least of $1000 spent on modems and routers only to find out that the issues was never fixed with Cox. Since I have been paying cox for years for speeds I have never gotten, I am more than a little angry, in fact beyond furious and considering attorney general intervention along with FCC. Additionally, I am also considering notifying my neighbors and friends in the media. This due to the fact I am getting 0.5mbps speeds to 40mbps as of today, this is unacceptable at a promised 150mbps or more @$119 a month? Really? Therefore I am insisting that Cox fix this issue once and for all, I also want years of credit. I can’t began to tell you how angry I am, I want the fix and credit in writing along with proof the issue was fixed. I will hold off on proceeding further giving cox one more try after, in my opinion, evading and lying that the issues was fixed. Otherwise, I will proceed with AG, FCC and my dear friend and x-neighbor Tess R[redacted] who lived across the street and also experienced the same issues. I think she would like to have the story since she personally experienced it, (you can check public records). Finally, Duncan T[redacted] who also lived next door would also like the information since he fought with cox for years on this issue. I personally feel cox has decided the home owners on rawhide ave for a long time now and have made promises and never followed through with anything fix or credits. I was to receive a min year credit, never got that along with the speed fix. [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their cable services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause them any frustrations.Upon receipt of this complaint, we were able...
to make contact with our customer on 9/1/15 to discuss her concerns. During our conversation with our customer we advised her that we did research her account and her concerns with her Cox Cable services in full. Our research found that after the services were installed on 2/14/15 that we found calls on 6/26/15 and 7/18/15 regarding issues with the Cox Video On Demand service. The account notes for each of these calls indicate our Customer Care Representatives were able to reset her equipment to restore the services. On 8/24/15 our customer contacted our Customer Care Center to disconnect her cable services as a result of the issues with her Cox Video On Demand service. In an attempt to address the issue, our Customer Care Representative did offer to send a technician to the home to resolve the problem, but our customer declined this offer and opted to proceed with the disconnection of service. While we understand our customer may have experienced issues with her Cox Video On Demand services, without being given the opportunity to send a technician to the home to address the problem we do not have justification to waive the early termination fee that was billed. In an effort to reach a resolution we did offer a one-time credit of $50.00 but our customer opted to decline this credit offer. 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.[redacted]Executive ResolutionsCox Communications
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration. We previously offered free ICloud storage to Internet subscribers. Regretfully, we are no longer offering this feature going forward. As a courtesy to our customers we are offering an alternate solution for a free service trial with the leading provider of cloud storage and sharing solutions to assist with the transition. We have contacted our customer directly to address their concerns in detail and our customer has chosen to not take advantage of this offer. Our customer has our contact information if they would like to discuss this matter further. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer. Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. We previously contacted our customer directly to address their concerns in detail and have shared our findings with her that at no time was the customer owed a credit. We have outlined the final months of the customers services below. This of course is a simple version, the complete and detailed version can be found on their month statements that are mailed on the 22nd of each month. We would like to further note that our customer elected to terminate her services voluntarily on June 20, 2016. At that point we do not provide access to any television networks through Cox service lines. To access network programming the customer would need to acquire service with another provider or purchase a digital antenna at any electronics retailer. 4/22 – 5/21Customer monthly outstanding balance $98.87 Payment processed 5/17/16 - $98.87 5/22 – 6/21 Customer outstanding balance $114.36 includes pay per movie rental24 month promotion included a $20 step up increase from months 13-24 on 5/22/2016. 6/7Cox added an additional promotion/discount to the account ($15.00) and downgraded TV from advanced to Economy. This was applied mid-month, customer received 50% of the discount and prorated change in service.New balance on the account $98.35 6/16Auto Pay processed payment for $114.36 leaving account at credit balance of <$16.01> 6/20Customer disconnected account. Customer received pro-rated credit for last two days of the month and the Early Termination Fee of $112.41 leaving the account at a balance of $91.44. 7/1Customer final payment processed for total balance of $91.44. We consider this complaint closed as no credit was due at any time. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com #1[redacted] We Would like to thank the Revdex.com for bringing our customer’s additional comments to our attention. When contact was made with our customer, we extended 2 separate promotional offers, both of which our customer declined. We did advise our customer that if they should change their mind about adding cable services with one of these offers that we noted their account approriately. This was done to honor the promotions our office extended to them. In response to our clients request for a discount on their current serivce, our records indicate they have a promotion on their internet service. Their current discount is in effect until April 1, 2017. Thank you for your time and consideration. [redacted] / Executive EscalationsOffice of the General ManagerCox Communications, Southwest Region
We appreciate our customer taking the time to file their concerns regarding their former Cox account. As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns. Upon review of the account in question, we are able to confirm that the disconnection of...
service was completed as requested on 4/26/16, resulting in the closure of the account. Once an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business days. When the equipment in question (modem and wireless adapter) were not returned within ten days of the disconnection, unreturned equipment fees totaling $152.32 were applied to the account. In combination with the $61.37 owed for the service rendered prior to the disconnection, the final balance was $213.69. While the modem has been returned as of 5/19/16, resulting in $108.80 in equipment charges being removed, the wireless adapter has yet to be returned to our company. As a courtesy, we have removed the wireless adapter from the account and therefore the equipment fee of $43.52 will be removed from the account within 1-3 days, which will leave the account with $61.37 final balance. Our customer is welcome to pay this final balance by telephone, mail, or by visiting any Cox Retail location. As a courtesy, we will also mail our customer a copy of this final statement reflecting this balance. 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. George Executive Resolutions Cox Communications
August 11, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the Internet problems that the customer has been experiencing. Due to the issues that the customer brought to the attention of your office, we contacted the subscriber directly to assist them. After a...
detailed conversation with the clients, we have connected them with one of our Supervisors for assistance. We will continue to work with the customer to make sure that he receives the level of data service that he expects, and deserves. As always, we appreciate the opportunity to assist our customer. Thank you! [redacted]/Office of the General Manger/Cox Communications
July 25, 2016 Revdex.com complaint # [redacted]—[redacted] [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding the internet service. Due to the concerns that the client brought to your attention, we engaged our field leadership to...
address the technical difficulties. We are currently working on performing the necessary repairs to the customer’s services. At this moment the customer is aware of the repairs being made and the time frame expected for this repairs to be completed. We will continue to work together with the customer towards a satisfactory resolution. 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
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with their services. We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a...
service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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. Sharon H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear our customer is having technical issues with his Cox Internet service. 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. We do need to schedule a service...
call to review the location and work on successful resolution. Once the issue is resolved we can further assist the customer’s concerns about billing for the services impacted by the technical issues. Thank you for your time and consideration. Sirena M.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Perhaps you didn't read my complaint. I told you I already called COX multiple times and DID NOT get resolution to my problem! Im not going thru the aggravation of dealing with your lower level people. again and you didn't give me a contact person and number to call.In order to resolve this issue, I want the APPROPRIATE PERSON to CONTACT ME at my home number. or for you to give me the NAME AND NUMBER OF THE APPROPRIATE PERSON TO CONTACT WHO HAS THE AUTHORITY TO ASSIST ME. Thank you
Revdex.com Case # [redacted]
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company.As of November 23, 2015, our Corporate Office had been in contact with the customer regarding their concerns....
On December 4, 2015, we followed up with the customer and confirmed their issues had been addressed and the services are now working correctly. We are confident that this complaint has been successfully resolved.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We’re sorry to hear the customer has not received the promised gift card. We have reached out to our rebates team and confirmed the initial mailing was returned by the Post Office. We have re-issued the card and it was mailed June 28, 2017. We have advised the customer to follow up with our team...
directly so we can verify the card is received. 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I have tried to call the local cox business office several times. Each time I was promised a call back and nobody has bothered calling in.
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding the charges for their service, the service issues, and a missing piece of equipment. We also want to apologize for any frustrations or inconveniences experienced. Upon receipt of this complaint, we...
reached out and spoke with the customer regarding the issues she brought to our attention. She stated that currently the service is working and that her main complaint settled around the billing and missing piece of equipment. Per the customer, one of our technicians accidentally took a piece of equipment that the customer owned. Our investigation found that the last time a technician would have touched this device was in October of last year, however the customer states it was missing after January this year. A claim was submitted and will be investigated. Our claims team will reach out with a resolution. The customer requested credits for the service and current rental equipment while this is being investigated. This request was declined as the services are working correctly. We also informed the customer that her current usage of the service wouldn’t require a rental or Wi-Fi capable piece of equipment. We are at this time unable to replace the equipment due to her account’s past due balance. After this balance was explained and even after a misapplied payment was located, the account is still past due. When this was explained, the customer became much more upset and ended the call abruptly. 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. 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
We would like to thank the customer for taking the time to file his concerns regarding the billing for his former Cox account. 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 our customer spoke to our Customer Care Center on 5/27/16 regarding their concerns with their final balance and our Care Center was able to able to apply an additional adjustment to bring the account to a zero balance. With this in mind, we are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George Executive Resolutions Cox Communications
January 14, 2015—Revdex.com rebuttal # [redacted]—[redacted]
We are sorry that the customer does not accept the
information that we provided in our first response to the Revdex.com.
We currently do not have any new information to share with
the client. Once we have confirmation
from our Accounting and Collections Department that her request has been
addressed, we will contact the subscriber directly.
We appreciate your patience as we wait to hear the update on
the account. Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona
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 identified the details of the delinquent balance. 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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted]We regret to hear of the issues our customer has had with their cable services.We have contacted the customer directly to address her concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer service. As a...
customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
It has been verified today that the issue I was promised by Cox many times to be fixed, never was. In fact, the engineer that came out today verified speeds were still inconsistent and nodes still had issues. I didn’t bother asking if the main cable down the street was replaced, I assumed not. So since February I have spent countless hours with dozens of cox techs and mangers, taken a great deal of time off work along with at least of $1000 spent on modems and routers only to find out that the issues was never fixed with Cox. Since I have been paying cox for years for speeds I have never gotten, I am more than a little angry, in fact beyond furious and considering attorney general intervention along with FCC. Additionally, I am also considering notifying my neighbors and friends in the media. This due to the fact I am getting 0.5mbps speeds to 40mbps as of today, this is unacceptable at a promised 150mbps or more @$119 a month? Really? Therefore I am insisting that Cox fix this issue once and for all, I also want years of credit. I can’t began to tell you how angry I am, I want the fix and credit in writing along with proof the issue was fixed. I will hold off on proceeding further giving cox one more try after, in my opinion, evading and lying that the issues was fixed. Otherwise, I will proceed with AG, FCC and my dear friend and x-neighbor Tess R[redacted] who lived across the street and also experienced the same issues. I think she would like to have the story since she personally experienced it, (you can check public records). Finally, Duncan T[redacted] who also lived next door would also like the information since he fought with cox for years on this issue. I personally feel cox has decided the home owners on rawhide ave for a long time now and have made promises and never followed through with anything fix or credits. I was to receive a min year credit, never got that along with the speed fix. [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their cable services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause them any frustrations.Upon receipt of this complaint, we were able...
to make contact with our customer on 9/1/15 to discuss her concerns. During our conversation with our customer we advised her that we did research her account and her concerns with her Cox Cable services in full. Our research found that after the services were installed on 2/14/15 that we found calls on 6/26/15 and 7/18/15 regarding issues with the Cox Video On Demand service. The account notes for each of these calls indicate our Customer Care Representatives were able to reset her equipment to restore the services. On 8/24/15 our customer contacted our Customer Care Center to disconnect her cable services as a result of the issues with her Cox Video On Demand service. In an attempt to address the issue, our Customer Care Representative did offer to send a technician to the home to resolve the problem, but our customer declined this offer and opted to proceed with the disconnection of service. While we understand our customer may have experienced issues with her Cox Video On Demand services, without being given the opportunity to send a technician to the home to address the problem we do not have justification to waive the early termination fee that was billed. In an effort to reach a resolution we did offer a one-time credit of $50.00 but our customer opted to decline this credit offer. 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.[redacted]Executive ResolutionsCox Communications
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration. We previously offered free ICloud storage to Internet subscribers. Regretfully, we are no longer offering this feature going forward. As a courtesy to our customers we are offering an alternate solution for a free service trial with the leading provider of cloud storage and sharing solutions to assist with the transition. We have contacted our customer directly to address their concerns in detail and our customer has chosen to not take advantage of this offer. Our customer has our contact information if they would like to discuss this matter further. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer. Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. We previously contacted our customer directly to address their concerns in detail and have shared our findings with her that at no time was the customer owed a credit. We have outlined the final months of the customers services below. This of course is a simple version, the complete and detailed version can be found on their month statements that are mailed on the 22nd of each month. We would like to further note that our customer elected to terminate her services voluntarily on June 20, 2016. At that point we do not provide access to any television networks through Cox service lines. To access network programming the customer would need to acquire service with another provider or purchase a digital antenna at any electronics retailer. 4/22 – 5/21Customer monthly outstanding balance $98.87 Payment processed 5/17/16 - $98.87 5/22 – 6/21 Customer outstanding balance $114.36 includes pay per movie rental24 month promotion included a $20 step up increase from months 13-24 on 5/22/2016. 6/7Cox added an additional promotion/discount to the account ($15.00) and downgraded TV from advanced to Economy. This was applied mid-month, customer received 50% of the discount and prorated change in service.New balance on the account $98.35 6/16Auto Pay processed payment for $114.36 leaving account at credit balance of <$16.01> 6/20Customer disconnected account. Customer received pro-rated credit for last two days of the month and the Early Termination Fee of $112.41 leaving the account at a balance of $91.44. 7/1Customer final payment processed for total balance of $91.44. We consider this complaint closed as no credit was due at any time. [redacted]
Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com #1[redacted] We Would like to thank the Revdex.com for bringing our customer’s additional comments to our attention. When contact was made with our customer, we extended 2 separate promotional offers, both of which our customer declined. We did advise our customer that if they should change their mind about adding cable services with one of these offers that we noted their account approriately. This was done to honor the promotions our office extended to them. In response to our clients request for a discount on their current serivce, our records indicate they have a promotion on their internet service. Their current discount is in effect until April 1, 2017. Thank you for your time and consideration. [redacted] / Executive EscalationsOffice of the General ManagerCox Communications, Southwest Region
We appreciate our customer taking the time to file their concerns regarding their former Cox account. As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns. Upon review of the account in question, we are able to confirm that the disconnection of...
service was completed as requested on 4/26/16, resulting in the closure of the account. Once an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business days. When the equipment in question (modem and wireless adapter) were not returned within ten days of the disconnection, unreturned equipment fees totaling $152.32 were applied to the account. In combination with the $61.37 owed for the service rendered prior to the disconnection, the final balance was $213.69. While the modem has been returned as of 5/19/16, resulting in $108.80 in equipment charges being removed, the wireless adapter has yet to be returned to our company. As a courtesy, we have removed the wireless adapter from the account and therefore the equipment fee of $43.52 will be removed from the account within 1-3 days, which will leave the account with $61.37 final balance. Our customer is welcome to pay this final balance by telephone, mail, or by visiting any Cox Retail location. As a courtesy, we will also mail our customer a copy of this final statement reflecting this balance. 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. George Executive Resolutions Cox Communications
August 11, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the Internet problems that the customer has been experiencing. Due to the issues that the customer brought to the attention of your office, we contacted the subscriber directly to assist them. After a...
detailed conversation with the clients, we have connected them with one of our Supervisors for assistance. We will continue to work with the customer to make sure that he receives the level of data service that he expects, and deserves. As always, we appreciate the opportunity to assist our customer. Thank you! [redacted]/Office of the General Manger/Cox Communications