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.
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.See attached.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Joshua [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 your office we thoroughly reviewed our customer’s account. ...
Upon completion of our investigation, we found that our customer was put on a two year campaign that included a 24 month Service Agreement. The promotion he is on included a $30 step up for months 13-24. This campaign was added on a previous account and transferred with him when he relocated. While we cannot support his claim citing he was not informed of the step up, we were able to add an additional promotion to his account that will discount his billing an additional $15.00 off per month for 12 months. Because the step up started on 5/1/16, we have added and backdated this additional promotion to reflect the date of the change. Once again, we would like to apologize for the frustration that the customer has experienced. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 11, 2017—Revdex.com complaint # [redacted] We are sorry to hear that a customer is displeased with his pricing for our services. Due to the complaint filed with your office, a thorough review was completed on the account. Our records indicate that the client has enjoyed 13...
promotions on his account since 2013. The customer is currently receiving $58.99 in discounts to the normally charged rates for services. The subscriber currently has two temporary campaigns on his account that will last through April of 2018. At that time, the customer is welcome to contact us and change his services to meet his needs and his budget. While we always offer temporary discounts to our current valued customers, these attractive promotions do not last indefinitely. We hope this information has been helpful in providing closure to this concern. Thank you for the opportunity to assist. Catherine/Cox Communications Executive Offices Arizona
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
November 4, 2016—Revdex.com complaint# [redacted]—[redacted] We are sorry to hear that the customer was not satisfied with the answer and assistance that we provided to him. As we stated in our first response to your company, the calls we reviewed between our customer and our agents did not confirm that the customer was told he would retain the same rate after seasonal service. We advised our customer that he has the best pricing available for the services he is subscribed to. We are not able to supply the client with the recorded calls. Should the customer wish to make changes to his account, he can call our Customer Service Department at ###-###-#### or toll free at ###-###-####. We hope this information has been helpful to final closure of this concern. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
July 7, 2015Revdex.com complaint # [redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing. Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates were locked...
with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months. Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request. We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns. All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted]. We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number. We did leave messages and our direct contact information should the client need to contact us directly. We hope this information has been helpful to the Revdex.com. Thank you.[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
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]
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Atari H. 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
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
[redacted] complaint # [redacted]. We appreciate the opportunity that the [redacted] has given us to assist the customer’s concerns regarding data speed. We have left a message for the customer and requested contact from the subscriber so we can schedule a...
convenient time to meet with them at their home.
Due to the service concerns that the customer brought to the attention of your office, our Field Leadership Team completed a thorough review on the outside of the home on the 19 of this month. While all the signal levels outside have been checked and confirmed, we will work directly with the customer to schedule a visit to the home in an effort to verify the signal and lines inside the home are not substandard. Once we are able to identify the source of the problem, we will work directly with the customer and appropriate credits will be applied to the customer’s account.
We hope this information has been helpful to the [redacted]. [redacted]/Cox Communications Executive Offices/[redacted]
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have 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
Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful...
resolution.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case #[redacted] We are sorry to hear our customer is negatively impacted by concerns with promotional pricing. We did recently try to reach the customer by telephone and were unsuccessful. We sent an email in an attempt to make contact. Once contact is made, we can view the account to assist...
with the concerns the customer has listed. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Melissa with Cox did not check with homeowner. Still no internet service. Problems started a month ago. Unacceptable service. Please send a technician who has skill sets to repair. Last group said they had no idea why a tv signal and phone signal would come through but no internet signal. Help!
We would like to thank the Revdex.com for the
opportunity to assist a valuable customer.
Please let me begin with an apology for any inconvenience our customer
may have experienced. It is certainly not our intention to cause any
frustration.
We have contacted the customer directly...
to
address their concerns and have provided a successful resolution.
It is always our goal to provide our customers
with exemplary customer service. As a customer service oriented company, we
know that our success largely depends on our customers' perception of our
employees, as well as our company. Once again, we would like to apologize for
the frustration that the customer has experienced.
We appreciate the opportunity that the Revdex.com has
given to us to assist our customer.
Sharon H.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me and that George's response and his employees were prompt in responding to the complaint, listened, apologized, and thanked me for bringing it to their attention. I consider the matter at this point resolved, and the case may be closed.
[redacted]
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.
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.See attached.
Regards,
[redacted]
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Joshua [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 your office we thoroughly reviewed our customer’s account. ...
Upon completion of our investigation, we found that our customer was put on a two year campaign that included a 24 month Service Agreement. The promotion he is on included a $30 step up for months 13-24. This campaign was added on a previous account and transferred with him when he relocated. While we cannot support his claim citing he was not informed of the step up, we were able to add an additional promotion to his account that will discount his billing an additional $15.00 off per month for 12 months. Because the step up started on 5/1/16, we have added and backdated this additional promotion to reflect the date of the change. Once again, we would like to apologize for the frustration that the customer has experienced. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 11, 2017—Revdex.com complaint # [redacted] We are sorry to hear that a customer is displeased with his pricing for our services. Due to the complaint filed with your office, a thorough review was completed on the account. Our records indicate that the client has enjoyed 13...
promotions on his account since 2013. The customer is currently receiving $58.99 in discounts to the normally charged rates for services. The subscriber currently has two temporary campaigns on his account that will last through April of 2018. At that time, the customer is welcome to contact us and change his services to meet his needs and his budget. While we always offer temporary discounts to our current valued customers, these attractive promotions do not last indefinitely. We hope this information has been helpful in providing closure to this concern. Thank you for the opportunity to assist. Catherine/Cox Communications Executive Offices Arizona
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
November 4, 2016—Revdex.com complaint# [redacted]—[redacted] We are sorry to hear that the customer was not satisfied with the answer and assistance that we provided to him. As we stated in our first response to your company, the calls we reviewed between our customer and our agents did not confirm that the customer was told he would retain the same rate after seasonal service. We advised our customer that he has the best pricing available for the services he is subscribed to. We are not able to supply the client with the recorded calls. Should the customer wish to make changes to his account, he can call our Customer Service Department at ###-###-#### or toll free at ###-###-####. We hope this information has been helpful to final closure of this concern. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
July 7, 2015Revdex.com complaint # [redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing. Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates were locked...
with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months. Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request. We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns. All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted]. We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number. We did leave messages and our direct contact information should the client need to contact us directly. We hope this information has been helpful to the Revdex.com. Thank you.[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
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]
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Atari H. 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
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
January 29, 2015
[redacted] complaint # [redacted]. We appreciate the opportunity that the [redacted] has given us to assist the customer’s concerns regarding data speed. We have left a message for the customer and requested contact from the subscriber so we can schedule a...
convenient time to meet with them at their home.
Due to the service concerns that the customer brought to the attention of your office, our Field Leadership Team completed a thorough review on the outside of the home on the 19 of this month. While all the signal levels outside have been checked and confirmed, we will work directly with the customer to schedule a visit to the home in an effort to verify the signal and lines inside the home are not substandard. Once we are able to identify the source of the problem, we will work directly with the customer and appropriate credits will be applied to the customer’s account.
We hope this information has been helpful to the [redacted]. [redacted]/Cox Communications Executive Offices/[redacted]
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have 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
Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience with the rebate process. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful...
resolution.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case #[redacted] We are sorry to hear our customer is negatively impacted by concerns with promotional pricing. We did recently try to reach the customer by telephone and were unsuccessful. We sent an email in an attempt to make contact. Once contact is made, we can view the account to assist...
with the concerns the customer has listed. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Melissa with Cox did not check with homeowner. Still no internet service. Problems started a month ago. Unacceptable service. Please send a technician who has skill sets to repair. Last group said they had no idea why a tv signal and phone signal would come through but no internet signal. Help!
We would like to thank the Revdex.com for the
opportunity to assist a valuable customer.
Please let me begin with an apology for any inconvenience our customer
may have experienced. It is certainly not our intention to cause any
frustration.
We have contacted the customer directly...
to
address their concerns and have provided a successful resolution.
It is always our goal to provide our customers
with exemplary customer service. As a customer service oriented company, we
know that our success largely depends on our customers' perception of our
employees, as well as our company. Once again, we would like to apologize for
the frustration that the customer has experienced.
We appreciate the opportunity that the Revdex.com has
given to us to assist our customer.
Sharon H.
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me and that George's response and his employees were prompt in responding to the complaint, listened, apologized, and thanked me for bringing it to their attention. I consider the matter at this point resolved, and the case may be closed.
[redacted]