[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] I spoke with Jesse and courteous enough to understand the situation and willing to resolve the billng issues. As explained on the phone I do not see billing changes, I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Regards, Rajamohan Sandella
Revdex.com Case # [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. After receiving the complaint filed with the Revdex.com, the customer contacted our Cox Corporate Office...
on 10/24/16 regarding this matter. The Corporate Escalations Department followed up with the customer on 10/28/16 after partnering with the Collections Leaders and advised the customer their findings and to confirm that the debt in question was valid. Thank you for your time and consideration. Jesse W. 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 billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of this complaint we reviewed our...
customer’s account to gain a better understanding of their concerns. During our research of the account we found that our Customer Care Center has waived the disputed Early Termination Fee as of 3/24/16. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George S. Executive Resolutions Cox Communications
I am writing in response to the email I got regarding closing my complaint. Unfortunately, I had not seen your correspondence until today.I got a call from the lady Catherine (in the email below) from Cox and she advised me that she will get back to me after checking with their Receivable Management Team. I still haven't heard back from her since. I am not sure whether her non-communication means the matter was resolved in my favor.Sincerely[redacted]
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
Revdex.com Case #[redacted] We would like to thank the Revdex.com for bringing this additional information to our attention. We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers. The Damage Claim issues that the customer refers to in his correspondence to your office is from 6 years ago. We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department. Our investigation of the customer’s account does not indicate that ADA guidelines were violated. Thank you for your time and consideration. *
[redacted] Cox Communications, Southwest Region
the modem was bought from cox. The man came and didn't know what to do with how to fix the problem. Was not what we discussed with the manager on the phone the other day. Problem is still there. Nothing was resolved.
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 disconnect his prior account. We sincerely regret the inconvenience that he experienced with...
our company.We spoke with our customer to apologize for the poor customer service experience and disconnected both accounts as he requested. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
April 18, 2016—Revdex.com rebuttal-N[redacted] We were sorry to hear that the customer was unhappy with our response to your company. Because our investigation results have not changed, we have no support for credit to the account. As we stated in our first response: As our AUP (Accepted Use Policy) states, residential Internet service is a “best effort recreational product, not intended for business use.”Our field technician educated customer on hard lined vs. wireless speeds; and he confirmed that the customer was receiving the advertised and acceptable level of service from our company. We would again like to point out that the customer has not made any payments for service to our company during the time his account was active; which was from January 5, through February 18, 2016. The customer’s first billing statement detailed the guidelines of the agreement and the recommendations on that bill confirmed he had 30 days to change his mind on the pact for service. Due to this fact, the ETF (Early Termination Fee) is valid. Service credits cannot be justified as we were not able to very that we provided the customer with substandard service. We hope this additional information has been helpful towards closure of this Revdex.com complaint. Catherine/Office of the General Manager/Cox Communications Arizona
June 22, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his former account with our company. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss. We will continue...
to work with the client and our Accounting Team to get to the bottom of the issue. The customer has our contact information and is able to call us directly with further questions on this matter. Thank you for bringing this matter to our attention. We always appreciate the opportunity to assist a customer. Catherine/Cox Communications Executive Offices/ Arizona
September 21, 2015 Revdex.com complaint # [redacted]
We were sorry to hear that a former customer had difficulty with his home security services as well as his billing. Due to the concerns that the subscriber brought to the attention of your office, we attempted to...
contact him by phone on two different occasions. While we were only able to leave messages for the client, we will attempt email contact with him if we are unable to connect by phone. We will also update the customer once we have the results from the investigation that is being completed by our Home Security Team. As always, we appreciate the opportunity that the Revdex.com has given us to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file his concerns regarding the recent service issues. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of this complaint we made two...
attempts to reach the customer. First attempt on June 20th and second on June 21st, both times we were not able to make contact. However, we did leave a detailed message for the customer to return our call. Should our customer opt to return our call we will be happy to assist them with their concerns. 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.
[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,
[redacted]
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
[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,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We 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
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.
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
[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] I spoke with Jesse and courteous enough to understand the situation and willing to resolve the billng issues. As explained on the phone I do not see billing changes, I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Regards, Rajamohan Sandella
Revdex.com Case # [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. After receiving the complaint filed with the Revdex.com, the customer contacted our Cox Corporate Office...
on 10/24/16 regarding this matter. The Corporate Escalations Department followed up with the customer on 10/28/16 after partnering with the Collections Leaders and advised the customer their findings and to confirm that the debt in question was valid. Thank you for your time and consideration. Jesse W. 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 billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of this complaint we reviewed our...
customer’s account to gain a better understanding of their concerns. During our research of the account we found that our Customer Care Center has waived the disputed Early Termination Fee as of 3/24/16. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George S. Executive Resolutions Cox Communications
I am writing in response to the email I got regarding closing my complaint. Unfortunately, I had not seen your correspondence until today.I got a call from the lady Catherine (in the email below) from Cox and she advised me that she will get back to me after checking with their Receivable Management Team. I still haven't heard back from her since. I am not sure whether her non-communication means the matter was resolved in my favor.Sincerely[redacted]
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
Revdex.com Case #[redacted] We would like to thank the Revdex.com for bringing this additional information to our attention. We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers. The Damage Claim issues that the customer refers to in his correspondence to your office is from 6 years ago. We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department. Our investigation of the customer’s account does not indicate that ADA guidelines were violated. Thank you for your time and consideration. *
[redacted] Cox Communications, Southwest Region
the modem was bought from cox. The man came and didn't know what to do with how to fix the problem. Was not what we discussed with the manager on the phone the other day. Problem is still there. Nothing was resolved.
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 disconnect his prior account. We sincerely regret the inconvenience that he experienced with...
our company.We spoke with our customer to apologize for the poor customer service experience and disconnected both accounts as he requested. 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]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
April 18, 2016—Revdex.com rebuttal-N[redacted] We were sorry to hear that the customer was unhappy with our response to your company. Because our investigation results have not changed, we have no support for credit to the account. As we stated in our first response: As our AUP (Accepted Use Policy) states, residential Internet service is a “best effort recreational product, not intended for business use.”Our field technician educated customer on hard lined vs. wireless speeds; and he confirmed that the customer was receiving the advertised and acceptable level of service from our company. We would again like to point out that the customer has not made any payments for service to our company during the time his account was active; which was from January 5, through February 18, 2016. The customer’s first billing statement detailed the guidelines of the agreement and the recommendations on that bill confirmed he had 30 days to change his mind on the pact for service. Due to this fact, the ETF (Early Termination Fee) is valid. Service credits cannot be justified as we were not able to very that we provided the customer with substandard service. We hope this additional information has been helpful towards closure of this Revdex.com complaint. Catherine/Office of the General Manager/Cox Communications Arizona
June 22, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his former account with our company. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss. We will continue...
to work with the client and our Accounting Team to get to the bottom of the issue. The customer has our contact information and is able to call us directly with further questions on this matter. Thank you for bringing this matter to our attention. We always appreciate the opportunity to assist a customer. Catherine/Cox Communications Executive Offices/ Arizona
September 21, 2015 Revdex.com complaint # [redacted]
We were sorry to hear that a former customer had difficulty with his home security services as well as his billing. Due to the concerns that the subscriber brought to the attention of your office, we attempted to...
contact him by phone on two different occasions. While we were only able to leave messages for the client, we will attempt email contact with him if we are unable to connect by phone. We will also update the customer once we have the results from the investigation that is being completed by our Home Security Team. As always, we appreciate the opportunity that the Revdex.com has given us to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file his concerns regarding the recent service issues. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Upon receipt of this complaint we made two...
attempts to reach the customer. First attempt on June 20th and second on June 21st, both times we were not able to make contact. However, we did leave a detailed message for the customer to return our call. Should our customer opt to return our call we will be happy to assist them with their concerns. 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.
[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,
[redacted]
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
[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,
[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We 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
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.
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