Revdex.com Case # [redacted] We are sorry to hear our customer is having technical issues with his Cox Internet serviceWe attempted to contact the customer by telephone and emailWe have not had the opportunity to discuss the account with the customer at this timeWe do need to schedule a service call to review the location and work on successful resolutionOnce the issue is resolved we can further assist the customer’s concerns about billing for the services impacted by the technical issues Thank you for your time and considerationSirena M.Executive ResolutionsOffice of the General ManagerCox 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 experience during the installation of his serviceUpon receipt of this complaint we spoke with customer and arranged a full installation with our Field Service Department The work was completed on FridayWe followed up with our customer today and were told he was happy with the install and the service is workingWe want our customer to know that we are deeply committed to being his most trusted provider of communications 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 / Arizona
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 have tried to call the local cox business office several timesEach time I was promised a call back and nobody has bothered calling in 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] ***
January 23, [redacted] complaint # 10412979— [redacted] We were sorry to hear that the customer is unhappy with the rates and has disconnected his service Because of the complaint filed with your office, a thorough investigation has been completed on the customer’s account Our records confirm that several of our Customer Service agents spoke to the customer and advised him that the initial rate that he was being charged was a temporary campaign Our company like many others; offer attractive rates to new subscribers in hopes of gaining a loyal customer We also offer current customer campaigns, and have a varied amount of marketing promotions for our long-time and existing customers Review of the customer’s January bill also confirms that he was notified of the upcoming rate changes, and we have taken the liberty to send the customer a copy of this statement, highlighting this information Because the customer did express interest in possibly reactivating his service, our Sales Department will attempt to reach the subscriber in hopes of finding a package that will fit his needs, as well as his budget We appreciate the opportunity to assist this customer, and thank the [redacted] for letting us know of his concerns [redacted] / Cox Communications Executive offices/ [redacted]
We are truly sorry to hear our customer has additional concerns regarding their Cox servicesPlease know, it is our genuine desire to reach a resolution with our customerUpon receipt of this rebuttal, we did make contact with our customer on 3/23/During this conversation, we made an offer to send a technician to the home to address the service issues free of chargeRegretfully, upon offering this option our customer advised us they will be declining our offer and will be disconnecting services in the near future We are genuinely disappointed to hear our customer is considering disconnection and should the opt to change their mind we are more than happy to assist them in any way possibleThank you [redacted] Executive EscalationsCox Communications
Revdex.com Case # [redacted] We are sorry to hear our customer is negatively impacted by a billing disputeThe customer did speak to a representative prior to the complaintThe account was provided credit to address the concerns of the billing disputeWe did make contact and confirm with the customer the issue was fully resolved Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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
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 her attempts to correct charges for Cox Tech Support We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account We reviewed the charges and credits previously given We then adjusted the difference We spoke with our customer and went over all charges and adjustments regarding this issue.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
TMarch 16, Revdex.com complaint # [redacted] [redacted] We were sorry to hear of the billing confusion that the customer experienced with her billing and refund Due to the complaint filed with the Revdex.com, we contacted her directly on March and spoke to our Accounting Department the same day regarding the missing refund We confirmed that the refund was processed and mailed to the customer on November 6, at her post office box To date, the refund check has not been returned to us We will follow up with the customer and ensure that she has received her check If the customer has not received her refund check from us, our Accounting Department will put a stop payment on the missing refund and resend another check to her We appreciate that the Revdex.com has given us an opportunity to assist our customer Thank you [redacted] / Cox Communications Executive Offices/ [redacted]
[redacted] complaint# [redacted] —*** [redacted] We were sorry to hear that the customer is experiencing confusion on their billing We contacted the customer directly to resolve the issue at hand, and gave him our contact information should he have further questions on this subject Thank you [redacted] /Cox Communications Executive Offices
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 belowOnce we speak regarding the outcome, I will update my response to let you know if I'm satisfied or not with the end result Regards, [redacted]
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 [redacted] regarding his attempt to expunge negative credit information reported to the credit reporting agencies We sincerely regret the inconvenience that he experienced with our company.We have worked with our customer and were able to address his concerns to a successful resolution.We want our customer to know that we apologize for the inconvenience that he experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
[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, Jose Luis Salgado
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.The sincerity is lacking in Mr [redacted] responseHe apologizes that WE felt the need to contact the Revdex.com for their help in obtaining the services from Cox that we continue to pay for although were not receivingWe tried several alternate routes of resolving this issue and had absolutely no help from any employee or manager alikeWe were treated horribly, hung up on, passed off, and I was unable to complete work projects due to their lack of assistanceThe technician did come out on Friday, only days after our SCHEDULED date so that was much appreciatedHe was very professional and knowledgableWhat would make me content at this point is some sort of compensation of cable/internet for our time and my missing workI think that is more than fair and a manager should have handled this over the phone after we submitted our complaint thenHowever, they chose to pass us to their subordinate and hang up on us 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 feel they are merely trying to get you out of the resolution processthey committed fraud by telling me my plan was only dollars till I reinstated itturned out it took me off my long distance plan, it took me off my plan period and it also cost me months of billing without any servicesI expect cox to review the recorded conversation and reimburse me for everything including all my time lostA letter is not sufficientespecially when when it removes the 3rd party from the negoitations Regards, [redacted]
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by equipment charges and not being contacted when the charges were removedWe have attempted to directly contacted the customer to by telephone and emailOnce we are able to verify the account, we can address the concerns and provide a successful resolutionThank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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 At this time I am not happy with the way this business has "resolved" this issueI still have to follow the account for a couple months to make sure my mother in law is being charged correctlyI have spent so much time on this, and I feel they are taking advantage of the fact that she is older in yearsAll though I am watching out for her protection, it should not have to be SO complicated to pay for a local ordinary service This company stated they were a phone service and not in the business of comping me for my time that has incurred due to their service failure, but I disagreeCustomer Service should be "service" not what I have seen from this company so far Their resolution is to send me a spreadsheet for me to go over to make sure the charges/credits are all accurate - which is going to take more of my timeThis company still deserves a F- rating in my bookI do not feel comfortable accepting this resolution at this time, because as of yet, nothing has been resolvedAdditionally I am still out hours / or a full days pay / to try and clean up THIER messThey are the ones who quoted me the rate of per month, I didn't research and ask for it Regards, [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]
We would like to thank the customer for taking the time to file her concerns regarding her account billing Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrations.Regarding the issues expressed by Mrs [redacted] in her complaint, we did research her Cox account to gain a better understanding of the issues at handAfter completing this research, we determined that on 10/31/this Cox account was enrolled in our automatic payment program using our Web siteAs a result of this enrollment, an automatic payment in the amount of $was processed on 12/13/While speaking to our customer, we apologized for any frustration this payment may have caused but also explained that since refunding this payment would place the account in a past due status, we would not be able to facilitate her requestIt is our genuine desire to continue a positive relationship with Mrs [redacted] and we appreciate her 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 If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thanks [redacted] Executive ResolutionsCox Communications
Revdex.com Case # [redacted] We are sorry to hear our customer is having technical issues with his Cox Internet serviceWe attempted to contact the customer by telephone and emailWe have not had the opportunity to discuss the account with the customer at this timeWe do need to schedule a service call to review the location and work on successful resolutionOnce the issue is resolved we can further assist the customer’s concerns about billing for the services impacted by the technical issues Thank you for your time and considerationSirena M.Executive ResolutionsOffice of the General ManagerCox 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 experience during the installation of his serviceUpon receipt of this complaint we spoke with customer and arranged a full installation with our Field Service Department The work was completed on FridayWe followed up with our customer today and were told he was happy with the install and the service is workingWe want our customer to know that we are deeply committed to being his most trusted provider of communications 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 / Arizona
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 have tried to call the local cox business office several timesEach time I was promised a call back and nobody has bothered calling in 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] ***
January 23, [redacted] complaint # 10412979— [redacted] We were sorry to hear that the customer is unhappy with the rates and has disconnected his service Because of the complaint filed with your office, a thorough investigation has been completed on the customer’s account Our records confirm that several of our Customer Service agents spoke to the customer and advised him that the initial rate that he was being charged was a temporary campaign Our company like many others; offer attractive rates to new subscribers in hopes of gaining a loyal customer We also offer current customer campaigns, and have a varied amount of marketing promotions for our long-time and existing customers Review of the customer’s January bill also confirms that he was notified of the upcoming rate changes, and we have taken the liberty to send the customer a copy of this statement, highlighting this information Because the customer did express interest in possibly reactivating his service, our Sales Department will attempt to reach the subscriber in hopes of finding a package that will fit his needs, as well as his budget We appreciate the opportunity to assist this customer, and thank the [redacted] for letting us know of his concerns [redacted] / Cox Communications Executive offices/ [redacted]
We are truly sorry to hear our customer has additional concerns regarding their Cox servicesPlease know, it is our genuine desire to reach a resolution with our customerUpon receipt of this rebuttal, we did make contact with our customer on 3/23/During this conversation, we made an offer to send a technician to the home to address the service issues free of chargeRegretfully, upon offering this option our customer advised us they will be declining our offer and will be disconnecting services in the near future We are genuinely disappointed to hear our customer is considering disconnection and should the opt to change their mind we are more than happy to assist them in any way possibleThank you [redacted] Executive EscalationsCox Communications
Revdex.com Case # [redacted] We are sorry to hear our customer is negatively impacted by a billing disputeThe customer did speak to a representative prior to the complaintThe account was provided credit to address the concerns of the billing disputeWe did make contact and confirm with the customer the issue was fully resolved Thank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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
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 her attempts to correct charges for Cox Tech Support We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account We reviewed the charges and credits previously given We then adjusted the difference We spoke with our customer and went over all charges and adjustments regarding this issue.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona
TMarch 16, Revdex.com complaint # [redacted] [redacted] We were sorry to hear of the billing confusion that the customer experienced with her billing and refund Due to the complaint filed with the Revdex.com, we contacted her directly on March and spoke to our Accounting Department the same day regarding the missing refund We confirmed that the refund was processed and mailed to the customer on November 6, at her post office box To date, the refund check has not been returned to us We will follow up with the customer and ensure that she has received her check If the customer has not received her refund check from us, our Accounting Department will put a stop payment on the missing refund and resend another check to her We appreciate that the Revdex.com has given us an opportunity to assist our customer Thank you [redacted] / Cox Communications Executive Offices/ [redacted]
[redacted] complaint# [redacted] —*** [redacted] We were sorry to hear that the customer is experiencing confusion on their billing We contacted the customer directly to resolve the issue at hand, and gave him our contact information should he have further questions on this subject Thank you [redacted] /Cox Communications Executive Offices
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 belowOnce we speak regarding the outcome, I will update my response to let you know if I'm satisfied or not with the end result Regards, [redacted]
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 [redacted] regarding his attempt to expunge negative credit information reported to the credit reporting agencies We sincerely regret the inconvenience that he experienced with our company.We have worked with our customer and were able to address his concerns to a successful resolution.We want our customer to know that we apologize for the inconvenience that he experienced with regard to this issue Sincerely, [redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
[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, Jose Luis Salgado
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.The sincerity is lacking in Mr [redacted] responseHe apologizes that WE felt the need to contact the Revdex.com for their help in obtaining the services from Cox that we continue to pay for although were not receivingWe tried several alternate routes of resolving this issue and had absolutely no help from any employee or manager alikeWe were treated horribly, hung up on, passed off, and I was unable to complete work projects due to their lack of assistanceThe technician did come out on Friday, only days after our SCHEDULED date so that was much appreciatedHe was very professional and knowledgableWhat would make me content at this point is some sort of compensation of cable/internet for our time and my missing workI think that is more than fair and a manager should have handled this over the phone after we submitted our complaint thenHowever, they chose to pass us to their subordinate and hang up on us 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 feel they are merely trying to get you out of the resolution processthey committed fraud by telling me my plan was only dollars till I reinstated itturned out it took me off my long distance plan, it took me off my plan period and it also cost me months of billing without any servicesI expect cox to review the recorded conversation and reimburse me for everything including all my time lostA letter is not sufficientespecially when when it removes the 3rd party from the negoitations Regards, [redacted]
[redacted] Case # [redacted] We are sorry to hear our customer was negatively impacted by equipment charges and not being contacted when the charges were removedWe have attempted to directly contacted the customer to by telephone and emailOnce we are able to verify the account, we can address the concerns and provide a successful resolutionThank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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 At this time I am not happy with the way this business has "resolved" this issueI still have to follow the account for a couple months to make sure my mother in law is being charged correctlyI have spent so much time on this, and I feel they are taking advantage of the fact that she is older in yearsAll though I am watching out for her protection, it should not have to be SO complicated to pay for a local ordinary service This company stated they were a phone service and not in the business of comping me for my time that has incurred due to their service failure, but I disagreeCustomer Service should be "service" not what I have seen from this company so far Their resolution is to send me a spreadsheet for me to go over to make sure the charges/credits are all accurate - which is going to take more of my timeThis company still deserves a F- rating in my bookI do not feel comfortable accepting this resolution at this time, because as of yet, nothing has been resolvedAdditionally I am still out hours / or a full days pay / to try and clean up THIER messThey are the ones who quoted me the rate of per month, I didn't research and ask for it Regards, [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]
We would like to thank the customer for taking the time to file her concerns regarding her account billing Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrations.Regarding the issues expressed by Mrs [redacted] in her complaint, we did research her Cox account to gain a better understanding of the issues at handAfter completing this research, we determined that on 10/31/this Cox account was enrolled in our automatic payment program using our Web siteAs a result of this enrollment, an automatic payment in the amount of $was processed on 12/13/While speaking to our customer, we apologized for any frustration this payment may have caused but also explained that since refunding this payment would place the account in a past due status, we would not be able to facilitate her requestIt is our genuine desire to continue a positive relationship with Mrs [redacted] and we appreciate her 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 If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thanks [redacted] Executive ResolutionsCox Communications