April 22, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that our customer experienced with her account. Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the situation at hand. We...
also gave the customer our direct contact information if she had additional questions regarding this situation. As always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]
We want to thank Ms. [redacted] for taking the time to file her concern. In receipt of this complaint, Cox reviewed her account and contract terms. Cox determined that we would be able to accommodate her request to disconnect the 4 phone lines without penalty. Cox spoke with Ms....
[redacted] to advise of the outcome and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
May 6, 2016—Revdex.com rebuttal [redacted] We are sorry to hear that the customer is still confused on his billing and credits. As we stated in our first response to your office, the customer has been credited in full for both service calls, as well as the install fee. Review of the billing records indicates that the customer received an additional $45.00 in service credits, as well as the credits applied for the service calls and installation charge. Our records do not support further credits to the account. We highly suggest the customer check his account on line to verify his balance. The client can review his account via our website at www.cox.com. In order to communicate with our agents in a manner that is most comfortable for the customer, we suggest he utilize our Live Chat. Our Technical and Billing Support agents are available 24 hours a day, and seven days a week. By allowing us to answer his questions directly, our agents can address his concerns quickly and efficiently. For the convenience of the customer, this link can be pasted into his web browser for fast, direct service from us; [redacted] We hope this information has been helpful to closure of this complaint. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding her former Cox account. 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...
speak with our customer and confirmed the equipment in question had been returned to Cox Communications. After confirming this information, the disputed balance has been waived and a recall has been submitted to ensure the remark is removed from our customer’s credit report. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.GeorgeExecutive ResolutionsCox Communications
May 26, 2017---Revdex.com complaint [redacted] We were sorry to hear of the confusion the customer is experiencing regarding his billing. Due to the concerns that the client brought to the attention of your office, we attempted to reach him by phone on several occasions; but we were only able to...
leave voice messages. We also sent the customer an email. We advised the customer that we will need his PIN to disconnect his account. We gave the client our phone number and email address so he may reply to us. Once we have the PIN to authenticate his account, we will disconnect the services for him, as requested. We hope to hear from the customer very soon. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
A tech was out to our place on Tuesday(1/10) and did not have the correct cover for the base. In addition, he was not able to fix the loose plate. He said he would return which they did the following day (1/11). The cover still was not the correct one but placed in on anyways. The cover did state TEMP on it. A call was returned to Cox on Thursday (1/12). I explaining the issues again. He stated they had fixed the problem and I told them as of the day before it was still not fixed. I was told I would be contacted on Friday evening to check if the plate was fixed. After reviewing the plate, I was not able to determine if it was fixed. I did notice there were spider webs attached which made me believe it had not been fixed. I was not contacted again and a tech did not return as of today 1/16/17. Our $75.00 charge was returned to us but I have not confirmed credit. In addition, I was also told an appointment would be scheduled to send another Tech to our home to fix my son's cable issue. No other contact has been made to me by Cox since 1/12/17. We continue to have internet issues and we have a TEMP cover.
Revdex.com Case #[redacted] We are sorry to hear of the negative experience our customer encountered with our outside sales team. We contacted our customer directly to address the concerns she brought to the attention of your office. We were able to offer a solution to resolve her service level and...
billing issues in which we felt were fair. Our customer was satisfied with the offer and she did accept our resolution to her concerns. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox 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 her issues with her installation charges and monthly rate. 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 found service was ordered on 8/14/14, the account opened on 08/16/14 but due to issues with the service didn’t actually start until 8/18/14 and started on /16/14. Our records indicate the customer was charged $30 for the installation but on 8/14/14 a $25 credit was also given leaving $5 owed for the installation. Per the order the monthly rate was $80.48 plus tax. On 8/16/14 our customer contacted our office to let us know the service was not working. A technician visited the home and the customer was billed for the visit. Half of the charge was removed on 10/1/14 the other half was removed as a result of reviewing the account for this complaint. An adjustment to the bill was made to correctly reflect the time the customer had services. We sent a letter advising the customer of the updated account balance and adjustments made. 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
October 28, 2015 Revdex.com rebuttal [redacted]We were sorry to hear that the customer is not satisfied with the assistance that she has received from our company. Due to the concerns that she brought to your attention, we contacted the customer directly this morning. While we were only able to leave her a message, we gave her our contact information and advised her to contact us at her convenience. We also advised the customer that we need more details to be able to locate and listen to a call between her and one of our Care Center employees. In our message to the subscriber, we asked for clarification on her concerns. Because the customer called our Corporate Office with questions on cable outages and DVR issues, and then filed a complaint with your office regarding billing and our Customer Service agents, we are looking for clarification on what the current/ main issues are for the subscriber. Our Customer Care Managers in our Corporate Office contacted the customer on Monday and explained planned and unplanned (maintenance) outages to the customer. As always, we appreciate the opportunity your office has given to us. Thank you.[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona
[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]
We appreciate our customer taking the time to voice her concerns regarding her Cox account. As a customer service oriented company we understand how important the concerns of our customers are and we appreciate the opportunity to address these issues. We have been working with Ms. [redacted]...
regarding this claim, and these concerns have been investigated thoroughly by both our Legal Department and our Damage Claims Department. While we understand our customer’s frustration, we have communicated to Ms. [redacted] that based on this extensive research, Cox does not accept liability for the alleged damages.We mailed her letters regarding our findings on 4/10/15, 6/26/15, and 7/14/15. If our customer has any further information that will support this damage claim, it should be submitted to Cox at the address below:Cox Communications[redacted] Respectfully,Executive EscalationsCox Communication
[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.I am very impressed with Atari's efforts in promptly responding to my concern. She was extremely pleasant and took ownership of the situation! Thank you so much for all that you did, and because of this, I am happy to say that I remain a satisfied customer of Cox Communications.
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. They agreed to my request, so I need to take a look at future bills to ensure that they do what they say.
Regards,
[redacted]
July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention. Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015. dvised us that the new line and service issues were resolved on July 8, 2015. They also confirmed that the appropriate speeds were verified after the line work was complete. Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter. As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]
March 7, 2016---- Revdex.com complaint [redacted] We were sorry to hear of the billing confusion that the customer experienced with our company. Due to these concerns, we contacted the client and we were able to come to an agreeable rate for service. As always, we thank the Revdex.com for the opportunity...
to assist a customer. Catherine/ Cox Communications Executive Offices/ Arizona
February 25, 2015—[redacted] complaint ID # [redacted] We were sorry to hear of the confusion and delay that the customer has experienced with her billing. Due to the concerns that the subscriber brought to your attention, we contacted her directly to discuss the details of the...
missing gift card. We will continue to work with the customer to ensure she receives the proper amount of credit promised to her. As always, we appreciate the opportunity that the [redacted] has given us to assist our customer. Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]
We have contacted our customer and reached a satisfactory resolution. We apologize that our customer felt the necessity to write to the Revdex.com regarding his billing issues. We want our customer to know that we are deeply committed to being his most trusted provider of...
communication service and apologize for the inconvenience that he experienced with regard to this issue.Thank you.[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We would like to thank the customer for taking the time to file her concerns regarding her promotional rate. 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 8/3/15 to discuss her concerns. After speaking with our customer we were able to come to a resolution with her account billing by placing an adjustment on the account to offset the recent increase she experienced. We are confident that we can now consider this issue resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive ResolutionsCox Communications
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file his concerns regarding their Cox account. We spoke to the customer directly on 6/21/16 to address his concerns. Despite our efforts to assist the customer, he declined our assistance and requested...
no changes be made to his account. Should the customer change their mind, we will be more than happy to assist him with finding the appropriate package to meet their needs. Thank you for your time and consideration. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by an early termination fee. We attempted to contact the customer by telephone and the number is disconnected. We have sent out an email to advise the customer that the contact needs to be made to review the account...
and charges. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
April 22, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that our customer experienced with her account. Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the situation at hand. We...
also gave the customer our direct contact information if she had additional questions regarding this situation. As always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer. Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]
We want to thank Ms. [redacted] for taking the time to file her concern. In receipt of this complaint, Cox reviewed her account and contract terms. Cox determined that we would be able to accommodate her request to disconnect the 4 phone lines without penalty. Cox spoke with Ms....
[redacted] to advise of the outcome and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
May 6, 2016—Revdex.com rebuttal [redacted] We are sorry to hear that the customer is still confused on his billing and credits. As we stated in our first response to your office, the customer has been credited in full for both service calls, as well as the install fee. Review of the billing records indicates that the customer received an additional $45.00 in service credits, as well as the credits applied for the service calls and installation charge. Our records do not support further credits to the account. We highly suggest the customer check his account on line to verify his balance. The client can review his account via our website at www.cox.com. In order to communicate with our agents in a manner that is most comfortable for the customer, we suggest he utilize our Live Chat. Our Technical and Billing Support agents are available 24 hours a day, and seven days a week. By allowing us to answer his questions directly, our agents can address his concerns quickly and efficiently. For the convenience of the customer, this link can be pasted into his web browser for fast, direct service from us; [redacted] We hope this information has been helpful to closure of this complaint. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding her former Cox account. 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...
speak with our customer and confirmed the equipment in question had been returned to Cox Communications. After confirming this information, the disputed balance has been waived and a recall has been submitted to ensure the remark is removed from our customer’s credit report. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.GeorgeExecutive ResolutionsCox Communications
May 26, 2017---Revdex.com complaint [redacted] We were sorry to hear of the confusion the customer is experiencing regarding his billing. Due to the concerns that the client brought to the attention of your office, we attempted to reach him by phone on several occasions; but we were only able to...
leave voice messages. We also sent the customer an email. We advised the customer that we will need his PIN to disconnect his account. We gave the client our phone number and email address so he may reply to us. Once we have the PIN to authenticate his account, we will disconnect the services for him, as requested. We hope to hear from the customer very soon. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
A tech was out to our place on Tuesday(1/10) and did not have the correct cover for the base. In addition, he was not able to fix the loose plate. He said he would return which they did the following day (1/11). The cover still was not the correct one but placed in on anyways. The cover did state TEMP on it. A call was returned to Cox on Thursday (1/12). I explaining the issues again. He stated they had fixed the problem and I told them as of the day before it was still not fixed. I was told I would be contacted on Friday evening to check if the plate was fixed. After reviewing the plate, I was not able to determine if it was fixed. I did notice there were spider webs attached which made me believe it had not been fixed. I was not contacted again and a tech did not return as of today 1/16/17. Our $75.00 charge was returned to us but I have not confirmed credit. In addition, I was also told an appointment would be scheduled to send another Tech to our home to fix my son's cable issue. No other contact has been made to me by Cox since 1/12/17. We continue to have internet issues and we have a TEMP cover.
Revdex.com Case #[redacted] We are sorry to hear of the negative experience our customer encountered with our outside sales team. We contacted our customer directly to address the concerns she brought to the attention of your office. We were able to offer a solution to resolve her service level and...
billing issues in which we felt were fair. Our customer was satisfied with the offer and she did accept our resolution to her concerns. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox 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 her issues with her installation charges and monthly rate. 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 found service was ordered on 8/14/14, the account opened on 08/16/14 but due to issues with the service didn’t actually start until 8/18/14 and started on /16/14. Our records indicate the customer was charged $30 for the installation but on 8/14/14 a $25 credit was also given leaving $5 owed for the installation. Per the order the monthly rate was $80.48 plus tax. On 8/16/14 our customer contacted our office to let us know the service was not working. A technician visited the home and the customer was billed for the visit. Half of the charge was removed on 10/1/14 the other half was removed as a result of reviewing the account for this complaint. An adjustment to the bill was made to correctly reflect the time the customer had services. We sent a letter advising the customer of the updated account balance and adjustments made. 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
October 28, 2015 Revdex.com rebuttal [redacted]We were sorry to hear that the customer is not satisfied with the assistance that she has received from our company. Due to the concerns that she brought to your attention, we contacted the customer directly this morning. While we were only able to leave her a message, we gave her our contact information and advised her to contact us at her convenience. We also advised the customer that we need more details to be able to locate and listen to a call between her and one of our Care Center employees. In our message to the subscriber, we asked for clarification on her concerns. Because the customer called our Corporate Office with questions on cable outages and DVR issues, and then filed a complaint with your office regarding billing and our Customer Service agents, we are looking for clarification on what the current/ main issues are for the subscriber. Our Customer Care Managers in our Corporate Office contacted the customer on Monday and explained planned and unplanned (maintenance) outages to the customer. As always, we appreciate the opportunity your office has given to us. Thank you.[redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona
[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]
We appreciate our customer taking the time to voice her concerns regarding her Cox account. As a customer service oriented company we understand how important the concerns of our customers are and we appreciate the opportunity to address these issues. We have been working with Ms. [redacted]...
regarding this claim, and these concerns have been investigated thoroughly by both our Legal Department and our Damage Claims Department. While we understand our customer’s frustration, we have communicated to Ms. [redacted] that based on this extensive research, Cox does not accept liability for the alleged damages.We mailed her letters regarding our findings on 4/10/15, 6/26/15, and 7/14/15. If our customer has any further information that will support this damage claim, it should be submitted to Cox at the address below:Cox Communications[redacted] Respectfully,Executive EscalationsCox Communication
[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.I am very impressed with Atari's efforts in promptly responding to my concern. She was extremely pleasant and took ownership of the situation! Thank you so much for all that you did, and because of this, I am happy to say that I remain a satisfied customer of Cox Communications.
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. They agreed to my request, so I need to take a look at future bills to ensure that they do what they say.
Regards,
[redacted]
July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention. Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015. dvised us that the new line and service issues were resolved on July 8, 2015. They also confirmed that the appropriate speeds were verified after the line work was complete. Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter. As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]
March 7, 2016---- Revdex.com complaint [redacted] We were sorry to hear of the billing confusion that the customer experienced with our company. Due to these concerns, we contacted the client and we were able to come to an agreeable rate for service. As always, we thank the Revdex.com for the opportunity...
to assist a customer. Catherine/ Cox Communications Executive Offices/ Arizona
February 25, 2015—[redacted] complaint ID # [redacted] We were sorry to hear of the confusion and delay that the customer has experienced with her billing. Due to the concerns that the subscriber brought to your attention, we contacted her directly to discuss the details of the...
missing gift card. We will continue to work with the customer to ensure she receives the proper amount of credit promised to her. As always, we appreciate the opportunity that the [redacted] has given us to assist our customer. Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]
We have contacted our customer and reached a satisfactory resolution. We apologize that our customer felt the necessity to write to the Revdex.com regarding his billing issues. We want our customer to know that we are deeply committed to being his most trusted provider of...
communication service and apologize for the inconvenience that he experienced with regard to this issue.Thank you.[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We would like to thank the customer for taking the time to file her concerns regarding her promotional rate. 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 8/3/15 to discuss her concerns. After speaking with our customer we were able to come to a resolution with her account billing by placing an adjustment on the account to offset the recent increase she experienced. We are confident that we can now consider this issue resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive ResolutionsCox Communications
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file his concerns regarding their Cox account. We spoke to the customer directly on 6/21/16 to address his concerns. Despite our efforts to assist the customer, he declined our assistance and requested...
no changes be made to his account. Should the customer change their mind, we will be more than happy to assist him with finding the appropriate package to meet their needs. Thank you for your time and consideration. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by an early termination fee. We attempted to contact the customer by telephone and the number is disconnected. We have sent out an email to advise the customer that the contact needs to be made to review the account...
and charges. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region