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
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
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing and overall experience. It is certainly not our intention to cause any frustration. We were able to speak to our customer in response to the service and billing issues she...
brought to the attention of your office. Due to the service issues our customer is having we scheduled to have a field technician come to her home for resolution. In response to the billing concerns we offered a solution that we feel the customer is satisfied with. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 and...
verified that they have received their refund check. 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
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 appreciate our customer taking the time to voice their additional concerns regarding the Internet service for their Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we completely understand our customer’s frustration, we must reiterate that because they have opted to terminate their Cox HomeLife services, we no longer have the ability to troubleshoot or attempt to correct the issues they claim they have experienced with their service. While we recognize this may be upsetting, our company does not have the justification in the account notes or repair visit history to indicate an ongoing service issue as our customer mentioned they experienced. Additionally, our customer opted to proceed with terminating the service despite being advised there would be an Early Termination Fee billed for doing so. At this juncture, we are unable to waive the Early Termination Fee that was billed and we do consider this matter to be closed. 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
[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,
Tina S[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,
Gretta G[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We are sorry to hear that the customer is experiencing stress regarding the placement of the equipment in the public easement adjacent...
to his property. Due to the concerns that the customer brought to the attention of your office, our Construction Leadership Team has contacted the client and will work directly with him to answer his questions regarding the situation at hand. 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
June 4, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with the rates that he is paying for service. Due to the concerns that the customer brought to your attention, we attempted to reach the customer directly by phone. While we...
were not able to speak with him, we did leave several detailed messages and advised of our solutions to his concerns. We invited the customer to call us directly if he had questions regarding his account. Also, the customer is always welcome to call our Customer Service Department for assistance at [redacted]. Thank you for the opportunity to assist our customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their service and overall negative experience. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly...
reviewed our client’s account. We found that our customer needed her drop replaced to resolve the service issues she was experiencing. Our office worked with our field leaders to get her drop replaced on 7/14/16. We made contact with our customer on 7/14/16 after the drop was replaced and advised her of the work that was completed. To remain in good faith with our longstanding customer we issued a one-time credit in the amount of $146.01. She is aware that her credit will be applied to her July 2016 bill and partial August 2016 statement. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We are sorry to hear our customer was negatively impacted by an order entry error by our sales representative. We reviewed the sales call to find that the customer was provided a valid quote. Regretfully, our representative did not complete the order as mentioned in the complaint. We...
understand that when the customer attempted to obtain the quoted services he was advised it was not available but would be called back. On March 3, 2015, the customer was directly contacted and offered to activate the services at the quoted price. At this time, the customer did not want to subscribe to Cox television services due to their household needs. We apologized for the missed opportunity to provide television service to him. We will also be working with the supervisors of the representatives for coaching and internal process reviews. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding the pricing on her account as well as the poor experience she had on the phone. Please let me begin with an apology for any inconvenience she experienced. We certainly did not want to cause her any...
frustrations. Upon receipt of this complaint, we reached out and spoke with our customer. We collected the feedback regarding the poor interactions and have passed that along to the appropriate teams for resolution. We also discussed the rates and services for our products and provided information for the customer to make some changes. We will be following up once they have had time to discuss them. 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
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. We have verified with the Cox Retail Store Manager that the customer’s concerns regarding the...
equipment have been addressed and resolved as of June 2, 2016. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention. We are sorry that our customer is not happy with the response we provided to your office and that he feels the credit we issued was not sufficient. Our customers request for a $90 credit is unfounded. As previously stated, our records indicate that he was only charged two $8.00 late fees and as a courtesy we credited one of those fees. The charges on his account are valid and we do not have support to issue further late fee credits to this account. Thank you for your time and consideration in closing this complaint. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his account credit. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 2/6/15 we were able to speak with our customer...
and we were able to assure him that his request to move his refund from his telephone service statement to his Internet service statement has been completed as of 2/3/15. We are truly sorry to hear of the difficulty our customer experienced in attempting to have this request facilitated. We appreciate our customer’s patience and understanding. It is our genuine desire to continue a positive relationship with our customer for many years to come. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive EscalationsCox Communications
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I consider the complaint resolved as they have met their commitment. I thank everyone involved with this resolution.
Regards,
[redacted]
September 19, 2016—Revdex.com complaint # [redacted] We are sorry to hear of the inconvenience and confusion that the customer has experienced with our company. Due to the concerns that the customer brought to the attention of your office, we notified our Collections Leadership Team and...
asked for a review of the account. We were advised by our Collections Team that once a customer makes payment arrangements and is granted an extension for a past due billing, the customer must make the payment on the promised date. If the customer does not make the payment, the account is in danger of being disconnected. Because the client’s account is severely past due, all future arrangements for payment or extensions can only be made directly with our Collections Department. Should the subscriber decide to make a payment or wish to discuss her account, she may contact our Collections Team directly at [redacted]. This group is fully capable of viewing and investigating the current and past due account charges in detail. We hope this information has been helpful to your office. Thank you. [redacted]/ Cox Communications Executive Offices/ Arizona
We are truly sorry to hear our customer still has additional concerns regarding her Cox account. We take the concerns of our customers very seriously and we appreciate our customer’s patience throughout this situation. In reference to the concerns brought forth in the most recent rebuttal, we were able to speak with our customer on 4/09/15. When speaking to our customer, we explained that we completed a full research of her account in addition to listening to the calls she had with our Customer Care Center on 1/20/15 and 1/26/15. We explained to our customer that the quote of roughly $95.51 she was given was a quote for her Internet and telephone services. However, on 1/26/15 our customer contacted our Customer Care Center again and ordered our cable services. We were able to confirm that our customer was advised of the additional costs that adding this service would incur.While we absolutely understand our customer’s frustration, we must explain that we have done our due diligence in researching their concerns and we must inform them that the existing rate for their service is correct. We are unable to provide them with the monthly rate of $95.51 for their cable, Internet, and telephone service as this quote was only intended to be the pricing for their Internet and telephone services.We appreciate our customer’s patience and understanding. Thank you.
[redacted]Executive EscalationsCox 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 reached out to our...
customer to
address their concerns, however, our attempts to reach them have been
unsuccessful. Once we are able to speak
with the customer and verify the account, we can address their concerns and
provide a successful resolution.
Thank you for your time and consideration.
Sharon 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. 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
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
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing and overall experience. It is certainly not our intention to cause any frustration. We were able to speak to our customer in response to the service and billing issues she...
brought to the attention of your office. Due to the service issues our customer is having we scheduled to have a field technician come to her home for resolution. In response to the billing concerns we offered a solution that we feel the customer is satisfied with. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 and...
verified that they have received their refund check. 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
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 appreciate our customer taking the time to voice their additional concerns regarding the Internet service for their Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we completely understand our customer’s frustration, we must reiterate that because they have opted to terminate their Cox HomeLife services, we no longer have the ability to troubleshoot or attempt to correct the issues they claim they have experienced with their service. While we recognize this may be upsetting, our company does not have the justification in the account notes or repair visit history to indicate an ongoing service issue as our customer mentioned they experienced. Additionally, our customer opted to proceed with terminating the service despite being advised there would be an Early Termination Fee billed for doing so. At this juncture, we are unable to waive the Early Termination Fee that was billed and we do consider this matter to be closed. 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
[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,
Tina S[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,
Gretta G[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We are sorry to hear that the customer is experiencing stress regarding the placement of the equipment in the public easement adjacent...
to his property. Due to the concerns that the customer brought to the attention of your office, our Construction Leadership Team has contacted the client and will work directly with him to answer his questions regarding the situation at hand. 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
June 4, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with the rates that he is paying for service. Due to the concerns that the customer brought to your attention, we attempted to reach the customer directly by phone. While we...
were not able to speak with him, we did leave several detailed messages and advised of our solutions to his concerns. We invited the customer to call us directly if he had questions regarding his account. Also, the customer is always welcome to call our Customer Service Department for assistance at [redacted]. Thank you for the opportunity to assist our customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their service and overall negative experience. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly...
reviewed our client’s account. We found that our customer needed her drop replaced to resolve the service issues she was experiencing. Our office worked with our field leaders to get her drop replaced on 7/14/16. We made contact with our customer on 7/14/16 after the drop was replaced and advised her of the work that was completed. To remain in good faith with our longstanding customer we issued a one-time credit in the amount of $146.01. She is aware that her credit will be applied to her July 2016 bill and partial August 2016 statement. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We are sorry to hear our customer was negatively impacted by an order entry error by our sales representative. We reviewed the sales call to find that the customer was provided a valid quote. Regretfully, our representative did not complete the order as mentioned in the complaint. We...
understand that when the customer attempted to obtain the quoted services he was advised it was not available but would be called back. On March 3, 2015, the customer was directly contacted and offered to activate the services at the quoted price. At this time, the customer did not want to subscribe to Cox television services due to their household needs. We apologized for the missed opportunity to provide television service to him. We will also be working with the supervisors of the representatives for coaching and internal process reviews. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding the pricing on her account as well as the poor experience she had on the phone. Please let me begin with an apology for any inconvenience she experienced. We certainly did not want to cause her any...
frustrations. Upon receipt of this complaint, we reached out and spoke with our customer. We collected the feedback regarding the poor interactions and have passed that along to the appropriate teams for resolution. We also discussed the rates and services for our products and provided information for the customer to make some changes. We will be following up once they have had time to discuss them. 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
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. We have verified with the Cox Retail Store Manager that the customer’s concerns regarding the...
equipment have been addressed and resolved as of June 2, 2016. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention. We are sorry that our customer is not happy with the response we provided to your office and that he feels the credit we issued was not sufficient. Our customers request for a $90 credit is unfounded. As previously stated, our records indicate that he was only charged two $8.00 late fees and as a courtesy we credited one of those fees. The charges on his account are valid and we do not have support to issue further late fee credits to this account. Thank you for your time and consideration in closing this complaint. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his account credit. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 2/6/15 we were able to speak with our customer...
and we were able to assure him that his request to move his refund from his telephone service statement to his Internet service statement has been completed as of 2/3/15. We are truly sorry to hear of the difficulty our customer experienced in attempting to have this request facilitated. We appreciate our customer’s patience and understanding. It is our genuine desire to continue a positive relationship with our customer for many years to come. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive EscalationsCox Communications
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I consider the complaint resolved as they have met their commitment. I thank everyone involved with this resolution.
Regards,
[redacted]
September 19, 2016—Revdex.com complaint # [redacted] We are sorry to hear of the inconvenience and confusion that the customer has experienced with our company. Due to the concerns that the customer brought to the attention of your office, we notified our Collections Leadership Team and...
asked for a review of the account. We were advised by our Collections Team that once a customer makes payment arrangements and is granted an extension for a past due billing, the customer must make the payment on the promised date. If the customer does not make the payment, the account is in danger of being disconnected. Because the client’s account is severely past due, all future arrangements for payment or extensions can only be made directly with our Collections Department. Should the subscriber decide to make a payment or wish to discuss her account, she may contact our Collections Team directly at [redacted]. This group is fully capable of viewing and investigating the current and past due account charges in detail. We hope this information has been helpful to your office. Thank you. [redacted]/ Cox Communications Executive Offices/ Arizona
We are truly sorry to hear our customer still has additional concerns regarding her Cox account. We take the concerns of our customers very seriously and we appreciate our customer’s patience throughout this situation. In reference to the concerns brought forth in the most recent rebuttal, we were able to speak with our customer on 4/09/15. When speaking to our customer, we explained that we completed a full research of her account in addition to listening to the calls she had with our Customer Care Center on 1/20/15 and 1/26/15. We explained to our customer that the quote of roughly $95.51 she was given was a quote for her Internet and telephone services. However, on 1/26/15 our customer contacted our Customer Care Center again and ordered our cable services. We were able to confirm that our customer was advised of the additional costs that adding this service would incur.While we absolutely understand our customer’s frustration, we must explain that we have done our due diligence in researching their concerns and we must inform them that the existing rate for their service is correct. We are unable to provide them with the monthly rate of $95.51 for their cable, Internet, and telephone service as this quote was only intended to be the pricing for their Internet and telephone services.We appreciate our customer’s patience and understanding. Thank you.
[redacted]Executive EscalationsCox 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 reached out to our...
customer to
address their concerns, however, our attempts to reach them have been
unsuccessful. Once we are able to speak
with the customer and verify the account, we can address their concerns and
provide a successful resolution.
Thank you for your time and consideration.
Sharon H..
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region