July 19, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill. Due to the concerns that the client brought to your attention, we contacted the customer directly. The necessary adjustments...
have been made to the customer’s account. At this moment the customers billing concern has been resolved in a satisfactory manner. The client has our contact information should she wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Melissa/Cox Communications Executive Offices/ Arizona
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. Sharon H.. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear our customer has been negatively impacted by technical issues with Cox Internet services. We have reached out directly to the customer and scheduled a service call to address and resolve the issues. The customer will be contacted after the service call to...
ensure we have successfully resolved the issues. Thank you for your time and consideration. [redacted].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 contacted the customer directly to address...
their concerns and are working to provide a successful resolution. We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday. 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. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [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 left the customer a message on 4/21/16 with our contact information to return our call. While the...
customer did leave us a message on 4/22/16, we were unable to reach him when calling back that day and again on 4/28/16. We also sent an e-mail to the address listed on the complaint on 4/29/16. Once we are able to verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
September 13, 2017---Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with her billing and automatic payment. Due to the complaint filed with your office, we made direct contact with the client. We were able to discuss and resolve...
her billing issues, and the late fee was removed from her account. We are also offering our assistance to the customer with her level of service. We will ensure the customer subscribes to the level of service that is best for her. It has been a pleasure assisting her! Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
We are sorry to hear that the customer still has concerns regarding the VOD service. We advised this customer last month that our Network Operations Team confirmed that while we did have challenges during our On Demand upgrade; the problems were sporadic and did not impact all of the VOD...
content. At the request of our office, several of our Field Supervisors contacted the customer by phone to discuss the specific concerns that he was experiencing, but they were only able to leave a message. To date, our Supervisors have not received any return calls from the customer. We urge the subscriber to contact either of the Supervisors that left him a message so they may answer his specific VOD content questions. We look forward to speaking to the client hope that he will allow us to assist him. We hope this information has been helpful to the Revdex.com. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We have attempted to directly contact the customer to by telephone, however, were unable to make contact. The customer’s bill is scheduled to be sent within the next few days. We will be following up to ensure everything has printed as discussed. When originally speaking with the customer we did address and correct the customer’s billing concerns. We did agree that this was a satisfactory resolution. However, as the bill is set to print within the next few days, we have to wait for the customer to receive this and review per his request. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox 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]
Cox Communication did response and told me I misunderstood that that amount they told me was for the statement for the month of June and not the month. Which is not true I asked if the total was going to be pulled that month which was June the 19th when I called again I just asked to cancel for not keeping there word they said they would send me a check and I had two different employees confirm that and I still haven't received anything. He told nothing is owed that I misunderstood, I told him to listen to the recordings and he did but that the employees was confused and said the month of June instead of the statement. I talked to him Monday I don't know this for sure but when I told him I was going ahead with the complaint through Revdex.com he said he would also file (I understood it like he will also fight it). That was Monday when I turned the tv on Wednesday my basic, normal channels that you only need an atenna were disconnected, the white wire that cox provides when you have service with them also works as an atenna and I believe they came out to cut or disconnect so it won't work as an atenna to discipline us I truly don't care but it's very unprofessional and childish that they would do that. I want to say thank you to Revdex.com for helping with this situation and young lady that I spoke to a few days ago I feel that you are really trying to resolve this. Thank you again.
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.On 2/10/15 we were able to speak with our customer...
directly to discuss her concerns. During this conversation we were able to fully explain her account billing and ensure she understood why she experienced the recent changes to her billing. While we certainly understand our customer’s frustration, we are confident that they now have a better understanding of their account billing in order to consider this issue resolved. We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with her for many years to come. 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.
[redacted]Executive EscalationsCox Communications
We would like to thank the customer for taking the time to file his concerns regarding his damage claim. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.
Upon receiving this complaint we made contact with...
our Damage Claims Department who were able to speak to our customer directly to schedule a time for us to visit the home on 12/9/15 to complete the requested repairs. Upon completion of these repairs, we were able to speak with our customer on 12/10/15 and confirmed that the work was completed to our customer’s satisfaction. We are confident the issue at hand has 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.
[redacted]Executive ResolutionsCox Communications
Revdex.com I have accepted the credit to our account. However, as a matter of principle - despite the claim by Cox communications - we were given inaccurate information by the DSR regarding the seasonal service.
August 7, 2015 Revdex.com complaint # [redacted]
We are sorry to hear of the difficulties that the customer is experiencing with her billing. Due to the situation that she brought to your attention, we contacted the client to discuss her bills. We will continue to work...
with her and come to a resolution with her account billing. As always, we appreciate the opportunity to assist. Thank you. [redacted]/ Office of the General Manager/Cox Communications
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 issue. I still have to follow the account for a couple months to make sure my mother in law is being charged correctly. I have spent so much time on this, and I feel they are taking advantage of the fact that she is older in years. All 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 disagree. Customer 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 time. This company still deserves a F- rating in my book. I do not feel comfortable accepting this resolution at this time, because as of yet, nothing has been resolved. Additionally I am still out 8 hours / or a full days pay / to try and clean up THIER mess. They are the ones who quoted me the rate of 9.95 per month, I didn't research and ask for it.
Regards,[redacted]
Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration. We spoke with our customer directly to address their concerns. The customer advised us that their services are...
working correctly following a recent service appointment. We assisted with providing the appropriate adjustments and assured them their feedback will be addressed with leadership. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. As a customer orientated company we take the customer experience very seriously and we welcome the opportunity to resolve the issues expressed by our customer. Upon receipt of this complaint, we were able to make contact with our customer on 1/26/16. During our conversation we were able to explain to our customer that the credit in question was applied to his account as originally agreed to on 1/12/16. We also explained the reason he has not yet seen this credit is because it was applied in the middle of a billing cycle and it will appear on the new bill to be created within the next few days. With this in mind, we are confident the issue at hand has been resolved. 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 apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to stop mailed ads. We sincerely regret the inconvenience that he experienced with our company.We spoke with our customer to confirm his request was received and it could take...
30-45 days for the ads to stop due to the printing lead time. We assured him we would address the coaching opportunity so that our agents can provide correct information as to how long it can take to stop the mail.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]
We appreciate our customer taking the time to file their additional concerns regarding their former Cox account. Although review of the account did not indicate that the modem in question had been returned to our inventory, as a one time courtesy we have removed this equipment from the account. With this equipment now removed, the unreturned equipment charge of $131.69 will be removed from the account within 1-3 days, leaving the account with a zero balance. 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 Executive Resolutions Cox Communications
July 19, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill. Due to the concerns that the client brought to your attention, we contacted the customer directly. The necessary adjustments...
have been made to the customer’s account. At this moment the customers billing concern has been resolved in a satisfactory manner. The client has our contact information should she wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Melissa/Cox Communications Executive Offices/ Arizona
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. Sharon H.. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear our customer has been negatively impacted by technical issues with Cox Internet services. We have reached out directly to the customer and scheduled a service call to address and resolve the issues. The customer will be contacted after the service call to...
ensure we have successfully resolved the issues. Thank you for your time and consideration. [redacted].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 contacted the customer directly to address...
their concerns and are working to provide a successful resolution. We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday. 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. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [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 left the customer a message on 4/21/16 with our contact information to return our call. While the...
customer did leave us a message on 4/22/16, we were unable to reach him when calling back that day and again on 4/28/16. We also sent an e-mail to the address listed on the complaint on 4/29/16. Once we are able to verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
September 13, 2017---Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with her billing and automatic payment. Due to the complaint filed with your office, we made direct contact with the client. We were able to discuss and resolve...
her billing issues, and the late fee was removed from her account. We are also offering our assistance to the customer with her level of service. We will ensure the customer subscribes to the level of service that is best for her. It has been a pleasure assisting her! Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
We are sorry to hear that the customer still has concerns regarding the VOD service. We advised this customer last month that our Network Operations Team confirmed that while we did have challenges during our On Demand upgrade; the problems were sporadic and did not impact all of the VOD...
content. At the request of our office, several of our Field Supervisors contacted the customer by phone to discuss the specific concerns that he was experiencing, but they were only able to leave a message. To date, our Supervisors have not received any return calls from the customer. We urge the subscriber to contact either of the Supervisors that left him a message so they may answer his specific VOD content questions. We look forward to speaking to the client hope that he will allow us to assist him. We hope this information has been helpful to the Revdex.com. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We have attempted to directly contact the customer to by telephone, however, were unable to make contact. The customer’s bill is scheduled to be sent within the next few days. We will be following up to ensure everything has printed as discussed. When originally speaking with the customer we did address and correct the customer’s billing concerns. We did agree that this was a satisfactory resolution. However, as the bill is set to print within the next few days, we have to wait for the customer to receive this and review per his request. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox 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]
Cox Communication did response and told me I misunderstood that that amount they told me was for the statement for the month of June and not the month. Which is not true I asked if the total was going to be pulled that month which was June the 19th when I called again I just asked to cancel for not keeping there word they said they would send me a check and I had two different employees confirm that and I still haven't received anything. He told nothing is owed that I misunderstood, I told him to listen to the recordings and he did but that the employees was confused and said the month of June instead of the statement. I talked to him Monday I don't know this for sure but when I told him I was going ahead with the complaint through Revdex.com he said he would also file (I understood it like he will also fight it). That was Monday when I turned the tv on Wednesday my basic, normal channels that you only need an atenna were disconnected, the white wire that cox provides when you have service with them also works as an atenna and I believe they came out to cut or disconnect so it won't work as an atenna to discipline us I truly don't care but it's very unprofessional and childish that they would do that. I want to say thank you to Revdex.com for helping with this situation and young lady that I spoke to a few days ago I feel that you are really trying to resolve this. Thank you again.
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.On 2/10/15 we were able to speak with our customer...
directly to discuss her concerns. During this conversation we were able to fully explain her account billing and ensure she understood why she experienced the recent changes to her billing. While we certainly understand our customer’s frustration, we are confident that they now have a better understanding of their account billing in order to consider this issue resolved. We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with her for many years to come. 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.
[redacted]Executive EscalationsCox Communications
We would like to thank the customer for taking the time to file his concerns regarding his damage claim. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.
Upon receiving this complaint we made contact with...
our Damage Claims Department who were able to speak to our customer directly to schedule a time for us to visit the home on 12/9/15 to complete the requested repairs. Upon completion of these repairs, we were able to speak with our customer on 12/10/15 and confirmed that the work was completed to our customer’s satisfaction. We are confident the issue at hand has 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.
[redacted]Executive ResolutionsCox Communications
Attached is Cox's communication from the above address and my reply. This matter is not resolved. Thank you.
Revdex.com I have accepted the credit to our account. However, as a matter of principle - despite the claim by Cox communications - we were given inaccurate information by the DSR regarding the seasonal service.
August 7, 2015 Revdex.com complaint # [redacted]
We are sorry to hear of the difficulties that the customer is experiencing with her billing. Due to the situation that she brought to your attention, we contacted the client to discuss her bills. We will continue to work...
with her and come to a resolution with her account billing. As always, we appreciate the opportunity to assist. Thank you. [redacted]/ Office of the General Manager/Cox Communications
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 issue. I still have to follow the account for a couple months to make sure my mother in law is being charged correctly. I have spent so much time on this, and I feel they are taking advantage of the fact that she is older in years. All 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 disagree. Customer 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 time. This company still deserves a F- rating in my book. I do not feel comfortable accepting this resolution at this time, because as of yet, nothing has been resolved. Additionally I am still out 8 hours / or a full days pay / to try and clean up THIER mess. They are the ones who quoted me the rate of 9.95 per month, I didn't research and ask for it.
Regards,[redacted]
Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration. We spoke with our customer directly to address their concerns. The customer advised us that their services are...
working correctly following a recent service appointment. We assisted with providing the appropriate adjustments and assured them their feedback will be addressed with leadership. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding their Cox account. As a customer orientated company we take the customer experience very seriously and we welcome the opportunity to resolve the issues expressed by our customer. Upon receipt of this complaint, we were able to make contact with our customer on 1/26/16. During our conversation we were able to explain to our customer that the credit in question was applied to his account as originally agreed to on 1/12/16. We also explained the reason he has not yet seen this credit is because it was applied in the middle of a billing cycle and it will appear on the new bill to be created within the next few days. With this in mind, we are confident the issue at hand has been resolved. 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 apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to stop mailed ads. We sincerely regret the inconvenience that he experienced with our company.We spoke with our customer to confirm his request was received and it could take...
30-45 days for the ads to stop due to the printing lead time. We assured him we would address the coaching opportunity so that our agents can provide correct information as to how long it can take to stop the mail.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]
We appreciate our customer taking the time to file their additional concerns regarding their former Cox account. Although review of the account did not indicate that the modem in question had been returned to our inventory, as a one time courtesy we have removed this equipment from the account. With this equipment now removed, the unreturned equipment charge of $131.69 will be removed from the account within 1-3 days, leaving the account with a zero balance. 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 Executive Resolutions Cox Communications