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 do not accept the response, we want a resolution of compensation of services dating back to when we started the Cox Ultimate. From the start we did not get the said services till this past week. What the Cox response is referring to a scheduling mistake made by them, we have records to prove this .
[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
We would like to thank the customer for taking the time to file his concerns regarding his Cox account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 11/18/14 we were able to speak with our...
customer and we were able to confirm that the equipment fees in question had already been removed from his account as of the time of our call. Additionally, we assured him that his credit report has not been impacted by this situation. We are truly regretful of how this situation has impacted our customer and we appreciate their patience and understanding. 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. It is our hope that in the future that our customer does reconsider us as their service provider. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.
[redacted]Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file their concerns regarding their recent payment arrangement. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the...
customer’s concerns with their account, we did attempt to reach them at the telephone number they provided to us ([redacted]) on 3/22/16 and 3/25/16 to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their 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. Thank you. George Executive Resolutions Cox Communications
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]
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.
Revdex.com #[redacted]We have contacted the customer directly to address their concerns. It was verified that the connectivity concerns that the customer brought to your attention was not a result of an error on our part. We have relayed this information to the subscriber and he is aware that our company...
would not be able to assist or take responsibility for his computer. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox 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
We would like to thank the customer for taking the time to file their concerns regarding their service installation. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s...
concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account 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. Thank you. [redacted]Executive ResolutionsCox Communications
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 attempted to contact our customer directly at the e-mail address and telephone number provided. Once we are able to...
verify the account, we can address the concerns and provide a successful resolution. 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 his concerns regarding the monthly rate for their Cox services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon review of the account,...
we do see that our customer contacted our Customer Care Center on 11/8/16 to discuss their account. Review of the account notes indicate that our customer opted to change their level of service to achieve a lower monthly rate. Although our customer has already spoken with our staff regarding their concerns, we would like to provide additional concern regarding their recent increase in monthly rate. Please know, in our customer’s 10/4/16 billing statement a notification was included explaining that as of the 11/4/16 billing cycle the base price for their Premier Internet services would be increasing from $84.99 per month to $87.99 per month. While we understand this increase may be frustrating, we would like to assure our customer that rate adjustments are a decision that is never taken lightly by our company and adjustments such as these are put towards ongoing product and technology investments in addition to increases in business costs. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Resolutions Cox Communications
apparently this was valid,however, my complaint now is that they did not notify us of f this bill which had been paid automatically by credit card. Apparently the credit card company refused a bill of $1.60 -- perhaps as card date expired etc.. However Cox SAID they notified us by phone and we responded. We have no recollection of this. They did not notify us any further of this debt nor did they give the Collection agency correct information as to how to contact us. WE NEVER KNEW OF THIS DEBT and now our credit has been ruined because of a $1.60 bill that probably was due. One can say we owed this bill, however, a company should not be able to ruin people's lives over a $1.60 bill plus late fees.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] *. [redacted]
[redacted] at Cox advised Cox will issue a $90.00 credit for modem charge.
February 5, 2015 [redacted] complaint # [redacted] We were sorry to hear that a customer of ours is experiencing such difficulty in receiving a refund for her overpayment of services. Because of the concerns that the customer brought to the attention of your office, a thorough...
review has been completed on her account. Our records indicate that the customer has also filed a complaint with the FCC regarding the same concerns that she brought to the attention of your office. We have contacted the customer directly and we are working directing with our Accounting Team to rectify the situation. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive offices/ [redacted]
January 19, 2017 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. At this moment we have resolved the customers billing concern in a satisfactory manner. 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] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address the concerns brought to the attention of your...
office. Our customer was upset because she had a promotion that recently expired on her account for $50 off per month. As a courtesy to our long standing customer we were able to honor her original monthly recurring charge for an additional 12 months. 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. Sharon / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding the cabling on her property. 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 were...
able to make contact with our customer on 1/11/16 to address her concerns. After making initial contact we were able to work closely with our Field Leadership team to ensure a technician was dispatched to the home to repair and remove the unwanted cabling mentioned by our customer. Additionally, we also addressed a lingering damage claim concern with our customer as well. We have spoken to our customer again as of 1/18/16 and we are confident the issues at hand have 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 [redacted] Thank You. George Executive Resolutions Cox Communications
Dear notified parties involved, I do not accept your response as I checked over my online bill and it does not confirm my rate is 169.81 moving forward. At this point, I only have enough information to determine that you have only charged me that amount this month. I am withholding acceptance until I see my February bill. I looked at the News from Cox section and it only reflects that my rate will still be escalated to $191 based upon the language of the material. I need something substantial and I will not be taking anyone's word for anything unless I see it well documented. Regards,Lawrence Coleman
We advised your office in our first response that our Network Operations Team confirmed the challenges that we experienced during an On Demand upgrade, and we were advised the problems were intermittent. As our Social Media Team advised the subscriber, we are aware of the VOD content latency issue that some customer’s may be experiencing. The issue has been escalated to our Corporate Offices, and our Network Engineers are working to ensure the On Demand content updates in a timelier manner. We are sorry that we weren’t able to give the answer to the customer that he was hoping to hear. We will contact the customer directly in an attempt to answer his specific questions on this matter. [redacted]/Cox Communications Executive Offices/ Arizona
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 do not accept the response, we want a resolution of compensation of services dating back to when we started the Cox Ultimate. From the start we did not get the said services till this past week. What the Cox response is referring to a scheduling mistake made by them, we have records to prove this .
[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
We would like to thank the customer for taking the time to file his concerns regarding his Cox account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 11/18/14 we were able to speak with our...
customer and we were able to confirm that the equipment fees in question had already been removed from his account as of the time of our call. Additionally, we assured him that his credit report has not been impacted by this situation. We are truly regretful of how this situation has impacted our customer and we appreciate their patience and understanding. 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. It is our hope that in the future that our customer does reconsider us as their service provider. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.
[redacted]Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file their concerns regarding their recent payment arrangement. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the...
customer’s concerns with their account, we did attempt to reach them at the telephone number they provided to us ([redacted]) on 3/22/16 and 3/25/16 to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their 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. Thank you. George Executive Resolutions Cox Communications
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]
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.
Revdex.com #[redacted]We have contacted the customer directly to address their concerns. It was verified that the connectivity concerns that the customer brought to your attention was not a result of an error on our part. We have relayed this information to the subscriber and he is aware that our company...
would not be able to assist or take responsibility for his computer. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox 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
We would like to thank the customer for taking the time to file their concerns regarding their service installation. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s...
concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account 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. Thank you. [redacted]Executive ResolutionsCox Communications
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 attempted to contact our customer directly at the e-mail address and telephone number provided. Once we are able to...
verify the account, we can address the concerns and provide a successful resolution. 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 his concerns regarding the monthly rate for their Cox services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon review of the account,...
we do see that our customer contacted our Customer Care Center on 11/8/16 to discuss their account. Review of the account notes indicate that our customer opted to change their level of service to achieve a lower monthly rate. Although our customer has already spoken with our staff regarding their concerns, we would like to provide additional concern regarding their recent increase in monthly rate. Please know, in our customer’s 10/4/16 billing statement a notification was included explaining that as of the 11/4/16 billing cycle the base price for their Premier Internet services would be increasing from $84.99 per month to $87.99 per month. While we understand this increase may be frustrating, we would like to assure our customer that rate adjustments are a decision that is never taken lightly by our company and adjustments such as these are put towards ongoing product and technology investments in addition to increases in business costs. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Resolutions Cox Communications
apparently this was valid,however, my complaint now is that they did not notify us of f this bill which had been paid automatically by credit card. Apparently the credit card company refused a bill of $1.60 -- perhaps as card date expired etc.. However Cox SAID they notified us by phone and we responded. We have no recollection of this. They did not notify us any further of this debt nor did they give the Collection agency correct information as to how to contact us. WE NEVER KNEW OF THIS DEBT and now our credit has been ruined because of a $1.60 bill that probably was due. One can say we owed this bill, however, a company should not be able to ruin people's lives over a $1.60 bill plus late fees.
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted] *. [redacted]
[redacted] at Cox advised Cox will issue a $90.00 credit for modem charge.
February 5, 2015 [redacted] complaint # [redacted] We were sorry to hear that a customer of ours is experiencing such difficulty in receiving a refund for her overpayment of services. Because of the concerns that the customer brought to the attention of your office, a thorough...
review has been completed on her account. Our records indicate that the customer has also filed a complaint with the FCC regarding the same concerns that she brought to the attention of your office. We have contacted the customer directly and we are working directing with our Accounting Team to rectify the situation. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive offices/ [redacted]
January 19, 2017 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. At this moment we have resolved the customers billing concern in a satisfactory manner. 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] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address the concerns brought to the attention of your...
office. Our customer was upset because she had a promotion that recently expired on her account for $50 off per month. As a courtesy to our long standing customer we were able to honor her original monthly recurring charge for an additional 12 months. 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. Sharon / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding the cabling on her property. 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 were...
able to make contact with our customer on 1/11/16 to address her concerns. After making initial contact we were able to work closely with our Field Leadership team to ensure a technician was dispatched to the home to repair and remove the unwanted cabling mentioned by our customer. Additionally, we also addressed a lingering damage claim concern with our customer as well. We have spoken to our customer again as of 1/18/16 and we are confident the issues at hand have 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 [redacted] Thank You. George Executive Resolutions Cox Communications
Dear notified parties involved, I do not accept your response as I checked over my online bill and it does not confirm my rate is 169.81 moving forward. At this point, I only have enough information to determine that you have only charged me that amount this month. I am withholding acceptance until I see my February bill. I looked at the News from Cox section and it only reflects that my rate will still be escalated to $191 based upon the language of the material. I need something substantial and I will not be taking anyone's word for anything unless I see it well documented. Regards,Lawrence Coleman
We advised your office in our first response that our Network Operations Team confirmed the challenges that we experienced during an On Demand upgrade, and we were advised the problems were intermittent. As our Social Media Team advised the subscriber, we are aware of the VOD content latency issue that some customer’s may be experiencing. The issue has been escalated to our Corporate Offices, and our Network Engineers are working to ensure the On Demand content updates in a timelier manner. We are sorry that we weren’t able to give the answer to the customer that he was hoping to hear. We will contact the customer directly in an attempt to answer his specific questions on this matter. [redacted]/Cox Communications Executive Offices/ Arizona