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 do not consider the issue resolved at all. Yes, Cox Communication contacted us and showed us that the internet is working at the time of the call, however that was not what we disputed. We disputed the loss of service for 2 weeks. The company has done nothing to resolve that problem. The company was unapologetic and took no responsibility for the sub par service.
Regards,
[redacted]
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 was contacted by [redacted] several times by phone and returned his call each and every time he called. I even stood outside in the heat attempting to call him back on my lunch hour since we cannot receive personal calls at work. He was not available. I left messages as to when I could be reached. Last Friday I was home early and had left a message informing him when I would be available. I even called his number and sat on hold in excess of 30 minutes. He returned my call after I had already left and after the time I told him I was available. I was finally able to pay my bill online last Friday. What this company needs to address is their poor customer service. No one from their resolution department is ever available to take your call and their regular customer service people tend to be rude and unhelpful. I am not sure what can be done at this point to resolve the issue. Apparently they just expect their customers to deal with bad customer service and keep their complaints to themselves because I have complained about this before and have always been assured that they would "coach" whomever but nothing ever changes.. I am so glad my employer expects more from us.Thank you.
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of our office we reviewed the call in question to verify the promotion that was offered. From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error. To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires. When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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
December 14, 2016 Revdex.com Rebuttal# [redacted] We appreciate the customer’s transparency regarding their frustration. We want to assure them we respect their feedback. Upon receipt of this complaint we noticed that the customer already made contact with our Care Department and addressed her billing concern. We are confident the issue at hand has now been resolved. At this time we have made multiple unsuccessful attempts to reach the customer and review her concerns. Should the client wish to review the account, she has our contact information should she wish to contact us directly. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you for your time and consideration. Melissa/Cox Communications Executive Offices/Arizona
We would like to thank the customer for taking the time to file her concerns regarding the billing for her Cox account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.Upon receipt of this complaint we have reviewed our customer’s account to gain a better understanding of our customer’s concerns. Following our research, we found that they have spoken at length with our Customer Care Center on both 8/21/16 and 8/22/16 regarding the recent increase experienced in the monthly billing, the concern with the rental fee for their cable receiver, and their automatic payments. Review of the account notes indicate that during these recent calls to our company our customer was notified that the increase was the result of a promotional discount which expired on 7/07/16 in addition to being advised that the rental fee for our customer’s cable receiver is billing correctly. Additionally, we are able to confirm that our customer’s Cox EasyPay enrollment has been canceled per their request, in addition to the account being reverted to paper billing statements. While we understand our customer’s frustration, we are confident that our company has made a genuine effort to assist our customer and thoroughly explain the recent changes in their billing. 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 Escalations Cox Communications
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have reached out to our customer to...
address his concerns, however, our attempts to reach him have been unsuccessful. In review of the account and recorded sales phone call, the Cox agent did confirm upon scheduling the initial installation that if he decided to downgrade his services the rate for Internet alone would be approximately $66.00. The phone service was not included in that conversation. Our customer called on February 5, 2017 to cancel the video services and keep his preferred internet and digital phone service, that includes unlimited local and long distance, active. The care agent did apply a promotion for the remaining two services saving our customer approximately $22.00 a month off of retail rate. 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
We would like to thank the customer for taking the time to file his concerns regarding the incorrect charges on his account. 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 and verified the charges in question were not advised of on the calls with our Customer Care Team. At this time, we have removed the disputed charges from the account. 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. Thomas Executive Resolutions Cox Communications Tell us why here...
March 7, 2016 Revdex.com rebuttal [redacted] We were sorry to hear that the customer is unhappy with our response to your office. While the customer disputes the reconnection fee that was charged to her account, our review confirmed that the customer s made payment arrangements directly with our Collections Team for payment. Once a client enters into an agreement for payment, our Customer Service Team is unable to make changes to the verbal commitment that the customer has given to our Collections Department. If payment is not made as promised, the service is shut down via our system. Should the customer wish to further dispute the reactivation fee on her bill, she may contact our Collections Team directly at [redacted]. We hope this additional information has been helpful to your office. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
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 did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their services. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted] Executive Resolutions Cox Communications
We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback. Upon receipt of this complaint, we were able to make contact with our customer on June 5th. After a review of their account, a courtesy credit was issued to...
the account for the disputed charges. We genuinely appreciate our customer’s patience throughout this situation and truly hope this gesture will resolve the matter at hand. 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 for your time and consideration. Melissa/Cox Communications Executive Offices/Arizona
July 5, 2016--Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer described in his complaint to your office. Due to the concerns that the client brought to the attention of the Revdex.com, we requested our Field Leadership Team contact the customer directly to...
resolve his issues. On June 27, 2016, we confirmed that all of our services were working well at the home, and our technician gave his contact information to the customer for further concerns on this matter. While we were not able to verify the missed time frames for service that the customer spoke of, we did apply a one month cable credit to his account, and we removed the fee normally charged for upgrade of service. We hope this information has been helpful to your office. As always, thank you for the opportunity to assist a valuable client! Catherine/Cox Communications Executive Offices/ Arizona
Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your former Cox account. It appears that the complaint may have already been submitted prior to our discussion on January 18, 2016.Per our discussion, Cox has disconnected your account effective December 5, 2015. All charges (minus the on demand movies) have been credited. You have agreed to pay the remaining balance of $41.65 which is due by February 18, 2016. In order to avoid further collection activity, please submit payment by this date.Again, we apologize for any frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your former account. My office hours are 8:30am to 5:00pm.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications, California[redacted]
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by additional equipment charges. We have attempted to directly contact the customer to by telephone and email. We have reviewed the account and will advise the customer of the credits and current balance. Thank...
you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
November 20, 2014Complaint ID # [redacted]We would like to thank the customer for taking the time to express his concerns via the Revdex.com. We are sorry to learn that the customer had such difficulty in resolving this matter. We have reached out to the customer and have presented a...
resolution that the customer has indicated will satisfactorily address his concerns. We once again thank our valued customer and the Revdex.com for the opportunity to respond. Thank you, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #11590416 We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding our seasonal service terms and conditions. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we reviewed our...
customer’s account and our seasonal policy. We found that the customer previously spoke to one of our Direct Sales Representative (DSR) in May 2016 regarding setting up service and the ability to put their service on a seasonal hold. The customer is alleging that the sales agent advised them that they could go on and off of seasonal service an unlimited number of times. After speaking to our DSR, we are not able to support their claim. Because of additional feedback that was sent about our client’s interaction, our DSR reached out to the customer to help clarify their pricing. When the DSR made contact he went over the pricing and offered a one-time bulk credit in the amount of $144.00, of which our customer accepted and was applied to the account on 7/27/16. The DSR also went over our Seasonal Hold policy with our client at that time. Our Seasonal Hold policy can always be found at www.cox.com. 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 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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to cancel a work order. We sincerely regret the inconvenience that he experienced with our...
company.Upon receipt of this complaint, we contacted our customer to apologize arrangement to pick up the equipment was not made when he contacted us to disconnect service. He explained he left the equipment in the residence and provided contact information for the landlord. We contacted the landlord and have made arrangements to pick up the equipment. Once we receive the equipment the charges will reverse.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
I spoke with Thomas from Cox, and he has reassured me that he could see that the charges were credited to my account. However, I still do not understand why the two representatives I spoke with a couple weeks earlier could not see this information and I was told I still needed to pay it. And the last woman I spoke to told me that she would give my information to a supervisor and have them call me, which they never did. When I spoke to Thomas on two different occasions he did not address that issue nor had he listened to the recorded conversation between the reps and myself. The last rep I spoke with said that she would extend the due date of payment on the next bill so that would give the supervisor time to contact me regarding the double billing and I would not be charged a late fee. The supervisor never called, and I was charged the late fee. Very disappointed with the lack of communication and service at Cox.
December 20, 2016—Revdex.com complaint# [redacted]—[redacted] We were sorry to hear of the difficulty that the customer experienced with our company. We attempted to reach the customer on several occasions but we were only able to leave voice mails. We invited the customer to contact us...
directly and we will assist her with her service concerns. As always, we appreciate the opportunity to assist a valued client. Thank you Catherine/ Cox Communications Executive Offices/ Arizona
We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...
download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle. As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage. While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.
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 do not consider the issue resolved at all. Yes, Cox Communication contacted us and showed us that the internet is working at the time of the call, however that was not what we disputed. We disputed the loss of service for 2 weeks. The company has done nothing to resolve that problem. The company was unapologetic and took no responsibility for the sub par service.
Regards,
[redacted]
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 was contacted by [redacted] several times by phone and returned his call each and every time he called. I even stood outside in the heat attempting to call him back on my lunch hour since we cannot receive personal calls at work. He was not available. I left messages as to when I could be reached. Last Friday I was home early and had left a message informing him when I would be available. I even called his number and sat on hold in excess of 30 minutes. He returned my call after I had already left and after the time I told him I was available. I was finally able to pay my bill online last Friday. What this company needs to address is their poor customer service. No one from their resolution department is ever available to take your call and their regular customer service people tend to be rude and unhelpful. I am not sure what can be done at this point to resolve the issue. Apparently they just expect their customers to deal with bad customer service and keep their complaints to themselves because I have complained about this before and have always been assured that they would "coach" whomever but nothing ever changes.. I am so glad my employer expects more from us.Thank you.
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of our office we reviewed the call in question to verify the promotion that was offered. From the call review we were able to confirm the customer was quoted a 12 month promotion and a 6 month promotion was inadvertently added in error. To honor the quoted rate and remain in good faith with our customer we will re-add the 35% off promotion to her account on 9/1/16 when the current promotion expires. When this promotion is added it will run for an additional 6 months to honor the 12 month time frame specified in the call. 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
December 14, 2016 Revdex.com Rebuttal# [redacted] We appreciate the customer’s transparency regarding their frustration. We want to assure them we respect their feedback. Upon receipt of this complaint we noticed that the customer already made contact with our Care Department and addressed her billing concern. We are confident the issue at hand has now been resolved. At this time we have made multiple unsuccessful attempts to reach the customer and review her concerns. Should the client wish to review the account, she has our contact information should she wish to contact us directly. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you for your time and consideration. Melissa/Cox Communications Executive Offices/Arizona
We would like to thank the customer for taking the time to file her concerns regarding the billing for her Cox account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.Upon receipt of this complaint we have reviewed our customer’s account to gain a better understanding of our customer’s concerns. Following our research, we found that they have spoken at length with our Customer Care Center on both 8/21/16 and 8/22/16 regarding the recent increase experienced in the monthly billing, the concern with the rental fee for their cable receiver, and their automatic payments. Review of the account notes indicate that during these recent calls to our company our customer was notified that the increase was the result of a promotional discount which expired on 7/07/16 in addition to being advised that the rental fee for our customer’s cable receiver is billing correctly. Additionally, we are able to confirm that our customer’s Cox EasyPay enrollment has been canceled per their request, in addition to the account being reverted to paper billing statements. While we understand our customer’s frustration, we are confident that our company has made a genuine effort to assist our customer and thoroughly explain the recent changes in their billing. 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 Escalations Cox Communications
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have reached out to our customer to...
address his concerns, however, our attempts to reach him have been unsuccessful. In review of the account and recorded sales phone call, the Cox agent did confirm upon scheduling the initial installation that if he decided to downgrade his services the rate for Internet alone would be approximately $66.00. The phone service was not included in that conversation. Our customer called on February 5, 2017 to cancel the video services and keep his preferred internet and digital phone service, that includes unlimited local and long distance, active. The care agent did apply a promotion for the remaining two services saving our customer approximately $22.00 a month off of retail rate. 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
We would like to thank the customer for taking the time to file his concerns regarding the incorrect charges on his account. 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 and verified the charges in question were not advised of on the calls with our Customer Care Team. At this time, we have removed the disputed charges from the account. 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. Thomas Executive Resolutions Cox Communications Tell us why here...
March 7, 2016 Revdex.com rebuttal [redacted] We were sorry to hear that the customer is unhappy with our response to your office. While the customer disputes the reconnection fee that was charged to her account, our review confirmed that the customer s made payment arrangements directly with our Collections Team for payment. Once a client enters into an agreement for payment, our Customer Service Team is unable to make changes to the verbal commitment that the customer has given to our Collections Department. If payment is not made as promised, the service is shut down via our system. Should the customer wish to further dispute the reactivation fee on her bill, she may contact our Collections Team directly at [redacted]. We hope this additional information has been helpful to your office. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
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 did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their services. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted] Executive Resolutions Cox Communications
We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback. Upon receipt of this complaint, we were able to make contact with our customer on June 5th. After a review of their account, a courtesy credit was issued to...
the account for the disputed charges. We genuinely appreciate our customer’s patience throughout this situation and truly hope this gesture will resolve the matter at hand. 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 for your time and consideration. Melissa/Cox Communications Executive Offices/Arizona
July 5, 2016--Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer described in his complaint to your office. Due to the concerns that the client brought to the attention of the Revdex.com, we requested our Field Leadership Team contact the customer directly to...
resolve his issues. On June 27, 2016, we confirmed that all of our services were working well at the home, and our technician gave his contact information to the customer for further concerns on this matter. While we were not able to verify the missed time frames for service that the customer spoke of, we did apply a one month cable credit to his account, and we removed the fee normally charged for upgrade of service. We hope this information has been helpful to your office. As always, thank you for the opportunity to assist a valuable client! Catherine/Cox Communications Executive Offices/ Arizona
Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your former Cox account. It appears that the complaint may have already been submitted prior to our discussion on January 18, 2016.Per our discussion, Cox has disconnected your account effective December 5, 2015. All charges (minus the on demand movies) have been credited. You have agreed to pay the remaining balance of $41.65 which is due by February 18, 2016. In order to avoid further collection activity, please submit payment by this date.Again, we apologize for any frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your former account. My office hours are 8:30am to 5:00pm.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications, California[redacted]
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by additional equipment charges. We have attempted to directly contact the customer to by telephone and email. We have reviewed the account and will advise the customer of the credits and current balance. Thank...
you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
November 20, 2014Complaint ID # [redacted]We would like to thank the customer for taking the time to express his concerns via the Revdex.com. We are sorry to learn that the customer had such difficulty in resolving this matter. We have reached out to the customer and have presented a...
resolution that the customer has indicated will satisfactorily address his concerns. We once again thank our valued customer and the Revdex.com for the opportunity to respond. Thank you, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #11590416 We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding our seasonal service terms and conditions. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we reviewed our...
customer’s account and our seasonal policy. We found that the customer previously spoke to one of our Direct Sales Representative (DSR) in May 2016 regarding setting up service and the ability to put their service on a seasonal hold. The customer is alleging that the sales agent advised them that they could go on and off of seasonal service an unlimited number of times. After speaking to our DSR, we are not able to support their claim. Because of additional feedback that was sent about our client’s interaction, our DSR reached out to the customer to help clarify their pricing. When the DSR made contact he went over the pricing and offered a one-time bulk credit in the amount of $144.00, of which our customer accepted and was applied to the account on 7/27/16. The DSR also went over our Seasonal Hold policy with our client at that time. Our Seasonal Hold policy can always be found at www.cox.com. 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 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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to cancel a work order. We sincerely regret the inconvenience that he experienced with our...
company.Upon receipt of this complaint, we contacted our customer to apologize arrangement to pick up the equipment was not made when he contacted us to disconnect service. He explained he left the equipment in the residence and provided contact information for the landlord. We contacted the landlord and have made arrangements to pick up the equipment. Once we receive the equipment the charges will reverse.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
I spoke with Thomas from Cox, and he has reassured me that he could see that the charges were credited to my account. However, I still do not understand why the two representatives I spoke with a couple weeks earlier could not see this information and I was told I still needed to pay it. And the last woman I spoke to told me that she would give my information to a supervisor and have them call me, which they never did. When I spoke to Thomas on two different occasions he did not address that issue nor had he listened to the recorded conversation between the reps and myself. The last rep I spoke with said that she would extend the due date of payment on the next bill so that would give the supervisor time to contact me regarding the double billing and I would not be charged a late fee. The supervisor never called, and I was charged the late fee. Very disappointed with the lack of communication and service at Cox.
December 20, 2016—Revdex.com complaint# [redacted]—[redacted] We were sorry to hear of the difficulty that the customer experienced with our company. We attempted to reach the customer on several occasions but we were only able to leave voice mails. We invited the customer to contact us...
directly and we will assist her with her service concerns. As always, we appreciate the opportunity to assist a valued client. Thank you Catherine/ Cox Communications Executive Offices/ Arizona
We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billing. Cox offers a variety of High Speed Internet plans to meet the needs of its customers. These plans offer speeds ranging from 5mbps...
download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of 1 terabyte (1TB). Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle. As Internet usage is currently doubling every 2 years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customers. Cox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing period. Cox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of 2 billing cycles when billing begins in your market. For more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage. While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your market. We trust that these tools will help you manage and understand residential broadband usage. We hope this information alleviates your expressed concerns. If you have any additional questions, please feel free to contact Cox at (888) 269-0574. Thank you.