August 9, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with services and billing. Due to the concern that the client brought to your attention, we attempted to reach him by phone. While we did not speak with him, we...
were able to leave messages for him and provided our contact information so he may call us at his convenience. Notes on the account indicate that the subscriber is working directly with our Social Media Team on the pricing and packaging of services. Our office has offered additional assistance should he need it. As always, we appreciate the opportunity to assist a client! Thank you. Catherine/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]
my mother and I submitted identical complaints 15 minutes apart on the Revdex.com site. We both had the same exact issue. We are next door neighbors. We both asked to be compensated for our time for making your business do the right thing. My mother was compensated 25 dollars, and her issue was resolved the next day. Mine took a week, and I am having to do more work to make u do the right thing, so I want to be compensated more than 25 dollars. My mother's address is [redacted] Mine is [redacted] Also, I spent hours on the phone with u guys, on multiple days, speaking with multiple sipervisors. My mother did not. Do the right thing.
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint,...
we have reviewed our customer’s account to gain a better understanding of their concerns with their account billing and equipment charges. After review of the account, we do see that our customer was billed $122.00 for a Cox owned modem that we installed in February of 2015. Regretfully, following research by our Equipment and Inventory Department all indications appear that this Cox owned equipment was not returned to us and as a result this unpaid balance or the associated credit reporting remark cannot be removed. We also see that our customer has spoken with our Corporate Care Department on 8/11/17 who also explained these findings as well. Should our customer be able to locate documentation supporting that they returned this equipment (such as a receipt) we urge them to let us know as soon as possible so we can reopen the investigation. At this time, due to the lack of supporting documentation indicating that this equipment was returned our company does consider this matter to be closed. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with their services. 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
We would like to thank the customer for taking the time to file his concerns regarding the bill delivery method change from last year. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon receipt of this...
complaint, we attempted to make contact with the customer to discuss the concerns he outlined. Unfortunately, at this time we have been unable to get in contact with the customer. We’ve called twice and sent an email to him without contact. If we receive word back from the customer, we’ll be happy to address his concerns. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customer’s 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. Thomas Executive Resolutions Cox Communications
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
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
[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,
Valerie L[redacted]
Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by services not working correctly. We attempted to directly contact the customer by telephone and email. We would need to make contact with the customer to schedule a visit to address the technical concerns. We...
can also work towards a successful resolution to the billing concerns mentioned in the complaint. Thank 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.
We have been in communication and we are working out the details of the resolution. As soon as that resolution is worked out and provided to me in writing, I will let Revdex.com know.
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 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
I am accepting the resolution because there is no other solution. While courteous, their repeated insincere apologies are tiresome. Their billing practices are suspect. I have never received anything in writing to confirm conversations, discounts, discount expiration dates, etc. so I have never been able to dispute their charges. No one should ever have to make 6 or 7 phone calls to understand a bill, search two different bills in your online account and then call to know how much is owed for that month. I was told that discounts and expiration dates could be found on my bill, but not the day I looked. I called, again, and was told that I will be notified in teeny tiny font somewhere in the middle of one of the bills a month before they increase your bill by whatever amount they ‘say’ you agreed to. Unfortunately each person you talk to contradicts any and all previous ‘customer care’ representatives as each one parses their words. For a communications business they don't do that very well. I don’t know how much of this is legal and how they stay in business. Customer care? Not.
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,
Chris [redacted]
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we...
completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We have also confirmed that only 3 times in the past 12 months has this customer exceeded the bandwidth allowance for their services. We are confident this will cause a minimal impact to our customer and we appreciate their feedback. 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. Thomas Executive Resolutions Cox Communications
[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
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint we...
were able to make contact with our customer on 3/15/16 to address their concern. During this conversation we were able to confirm that they opted to reverse the payment in question directly with their bank which will return the funds back to them without the need for a refund check. We will now work with our Refunds Department to ensure the check we originally mailed for the $125.00 is canceled. 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. Thank you. George Executive Resolutions Cox Communications
Thank you for your automated response that most closely matches the words used in my complaint, it was absolutely useless! Your response in no way addresses my concerns. I admit we are a high tech family and between my children, wife and I we use easily more than 1TB a month, an arbitrary number you have changed multiple times over the years. I do not appreciate being belittled by being told we are the abusive 1%. I am happy to pay for the service I use at a fair price, but I despise overages and a variable bill. You should not be enforcing any cap when you are not providing an option to pay for a set higher limit or to be exempt from the cap. This is extortion and does nothing to but stifle innovation and progress in the name of profit. Laggards will be left behind in the technology world... Don't be the cassette tape!
August 17, 2016 Revdex.com complaint # [redacted]--- [redacted] We were sorry to hear of the recent situation and details surrounding the damage claim that the client filed with our company. We understand that the consumer is not satisfied with the response that our Damage Claims Department and contractor...
Ver Tek offered him in regards to the cut sprinkler lines. Due to the concerns that he brought to the attention of your office, his Revdex.com complaint was forwarded to our Damage Claims Department for review. Our Damage Claims Team notified Ver Tek that the subscriber was not happy with the offer on August 12, 2016, and advised the contractor that a complaint had been filed in your office. VerTek has advised us that they stand by their original offer to the consumer. We are sorry that we were not able to advise you that we would be able to grant the client’s wishes for an $800.00 reimbursement. We hope this information has been helpful to your office. As always, we appreciate the opportunity to address concerns that are brought to the attention of your office. [redacted]/Cox Communications Executive Offices/ Arizona
August 9, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with services and billing. Due to the concern that the client brought to your attention, we attempted to reach him by phone. While we did not speak with him, we...
were able to leave messages for him and provided our contact information so he may call us at his convenience. Notes on the account indicate that the subscriber is working directly with our Social Media Team on the pricing and packaging of services. Our office has offered additional assistance should he need it. As always, we appreciate the opportunity to assist a client! Thank you. Catherine/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]
my mother and I submitted identical complaints 15 minutes apart on the Revdex.com site. We both had the same exact issue. We are next door neighbors. We both asked to be compensated for our time for making your business do the right thing. My mother was compensated 25 dollars, and her issue was resolved the next day. Mine took a week, and I am having to do more work to make u do the right thing, so I want to be compensated more than 25 dollars. My mother's address is [redacted] Mine is [redacted] Also, I spent hours on the phone with u guys, on multiple days, speaking with multiple sipervisors. My mother did not. Do the right thing.
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint,...
we have reviewed our customer’s account to gain a better understanding of their concerns with their account billing and equipment charges. After review of the account, we do see that our customer was billed $122.00 for a Cox owned modem that we installed in February of 2015. Regretfully, following research by our Equipment and Inventory Department all indications appear that this Cox owned equipment was not returned to us and as a result this unpaid balance or the associated credit reporting remark cannot be removed. We also see that our customer has spoken with our Corporate Care Department on 8/11/17 who also explained these findings as well. Should our customer be able to locate documentation supporting that they returned this equipment (such as a receipt) we urge them to let us know as soon as possible so we can reopen the investigation. At this time, due to the lack of supporting documentation indicating that this equipment was returned our company does consider this matter to be closed. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with their services. 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
We would like to thank the customer for taking the time to file his concerns regarding the bill delivery method change from last year. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon receipt of this...
complaint, we attempted to make contact with the customer to discuss the concerns he outlined. Unfortunately, at this time we have been unable to get in contact with the customer. We’ve called twice and sent an email to him without contact. If we receive word back from the customer, we’ll be happy to address his concerns. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customer’s 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. Thomas Executive Resolutions Cox Communications
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
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
[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,
Valerie L[redacted]
Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by services not working correctly. We attempted to directly contact the customer by telephone and email. We would need to make contact with the customer to schedule a visit to address the technical concerns. We...
can also work towards a successful resolution to the billing concerns mentioned in the complaint. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
I have not received any call or message please contact me at [redacted]
A
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.
We have been in communication and we are working out the details of the resolution. As soon as that resolution is worked out and provided to me in writing, I will let Revdex.com know.
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 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
I am accepting the resolution because there is no other solution. While courteous, their repeated insincere apologies are tiresome. Their billing practices are suspect. I have never received anything in writing to confirm conversations, discounts, discount expiration dates, etc. so I have never been able to dispute their charges. No one should ever have to make 6 or 7 phone calls to understand a bill, search two different bills in your online account and then call to know how much is owed for that month. I was told that discounts and expiration dates could be found on my bill, but not the day I looked. I called, again, and was told that I will be notified in teeny tiny font somewhere in the middle of one of the bills a month before they increase your bill by whatever amount they ‘say’ you agreed to. Unfortunately each person you talk to contradicts any and all previous ‘customer care’ representatives as each one parses their words. For a communications business they don't do that very well. I don’t know how much of this is legal and how they stay in business. Customer care? Not.
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,
Chris [redacted]
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Although we...
completely understand our customer’s reservations regarding this change, we would like to reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We have also confirmed that only 3 times in the past 12 months has this customer exceeded the bandwidth allowance for their services. We are confident this will cause a minimal impact to our customer and we appreciate their feedback. 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. Thomas Executive Resolutions Cox Communications
[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
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint we...
were able to make contact with our customer on 3/15/16 to address their concern. During this conversation we were able to confirm that they opted to reverse the payment in question directly with their bank which will return the funds back to them without the need for a refund check. We will now work with our Refunds Department to ensure the check we originally mailed for the $125.00 is canceled. 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. Thank you. George Executive Resolutions Cox Communications
Thank you for your automated response that most closely matches the words used in my complaint, it was absolutely useless! Your response in no way addresses my concerns. I admit we are a high tech family and between my children, wife and I we use easily more than 1TB a month, an arbitrary number you have changed multiple times over the years. I do not appreciate being belittled by being told we are the abusive 1%. I am happy to pay for the service I use at a fair price, but I despise overages and a variable bill. You should not be enforcing any cap when you are not providing an option to pay for a set higher limit or to be exempt from the cap. This is extortion and does nothing to but stifle innovation and progress in the name of profit. Laggards will be left behind in the technology world... Don't be the cassette tape!
August 17, 2016 Revdex.com complaint # [redacted]--- [redacted] We were sorry to hear of the recent situation and details surrounding the damage claim that the client filed with our company. We understand that the consumer is not satisfied with the response that our Damage Claims Department and contractor...
Ver Tek offered him in regards to the cut sprinkler lines. Due to the concerns that he brought to the attention of your office, his Revdex.com complaint was forwarded to our Damage Claims Department for review. Our Damage Claims Team notified Ver Tek that the subscriber was not happy with the offer on August 12, 2016, and advised the contractor that a complaint had been filed in your office. VerTek has advised us that they stand by their original offer to the consumer. We are sorry that we were not able to advise you that we would be able to grant the client’s wishes for an $800.00 reimbursement. We hope this information has been helpful to your office. As always, we appreciate the opportunity to address concerns that are brought to the attention of your office. [redacted]/Cox Communications Executive Offices/ Arizona