September 15, 2016---Revdex.com complaint # [redacted]—Josephine A[redacted] We are sorry that the customer is not satisfied with the first response that we sent to your office. We are willing to speak and discuss the concerns that she brought up, but to date; it has proved difficult to talk to the customer on the phone during regular business hours. We do empathize with the customer’s frustration with her rate change. While we train our representatives to be very clear about the rates and pricing for a PLG, (Price Lock Guarantee) the information that was sent to the customer on her first bill did confirm that she was receiving promotional rates on top of locked pricing. This information is sent to our subscribers in the first bill after signing up for a PLG so they may call us with questions and concerns that they may have. This notice also allows the customer to cancel or make changes within the first 30 days of billing, without incurring an ETF. (Early Termination Fee) The only contact on record from the customer in August of 2015 indicates that she called us regarding the installation fee, but did not have questions regarding her rate. We are sorry that we are not able to make changes to the service contract that the customer agreed to in August of 2015. We will attempt to contact the client again and reach out to her by phone or email. We hope this information is sufficient for closure to this complaint. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for allowing our office to address the additional concerns our customer brought to your attention. After researching the $140 in question, we found that this amount was for services rendered from 1/18/16 – 3/17/16. For specific details on services rendered or questions about his billing he can contact our friendly Customer Care agents at 623-594-1000. He can also view his statements online at www.cox.com. Again, we would like to thank the Revdex.com for their time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox 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.
?My complaint will have been resolved when they get in contact with me and resolve it. Not when then send me a message to say that they will get in contact with me and need my account info.
Regards,
[redacted]
We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we...
do see that our customer opted to have their Cox High Speed Internet service upgrade from our Preferred Package (up to 50 Mbps download/5 Mbps upload) to our Premier Package (up to 150 Mbps download/10 Mbps upload) on May 27, 2016. While we certainly apologize for any frustration, we must be transparent in stating that in order to receive the speeds offered by our Premier Internet service an 8 x 4 channel DOCSIS 3.0 modem will be required. Regretfully, while the modem our customer is currently using is compatible with their previous Preferred Internet service, is not suited to support the increased speeds offered by the Premier Internet service. Due to our customer’s tenure with us, we have applied a $25.00 goodwill adjustment to the account. We will also ensure their feedback for the agent they spoke to is addressed. Should our customer wish to continue using the Premier Internet service we do suggest upgrading to an 8 x 4 channel DOCSIS 3.0 modem which can be purchased or rented from Cox Communications or purchased from any electronics retailer. Otherwise, our customer may also consider reverting back to their previous level of Cox High Speed Internet should they wish to continue using their existing modem. 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
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their field visit. It is certainly not our intention to cause any frustration. We have attempted to contact our customer on 10/10/16 and 10/14/16 to no avail. We also sent him an...
email in hopes of making contact with him. Even though contact was not made, we reached out to our field leaders to obtain the requested information. Our field leaders are meeting directly with the property manager at our customer’s apartment complex to identify what needs to done to replace the line. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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
March 6, 2017—[redacted] We were sorry to hear of the confusion that the customer has experienced with his billing. Due to the concerns that the client brought to the attention of your office, we contacted the customer directly by phone and spoke in detail to...
him. We will continue to work directly with the subscriber on the matter at hand. We did advise the client that our records do indicate that we have printed and mailed, or emailed a billing statement for the customer every month. On our statements under Customer Information it says: Payment of your Cox bill confirms your subscription to services and the possession of Cox owned equipment listed on your bill. It also states—“Billing Dispute and Resolution: If you have any questions or disagree with any portion of your bill, please contact us at the phone number on the front of this statement no later than 60 days from the due date indicated. As a courtesy, we applied a credit of $204.00 to the customer’s account, which is equivalent to one year of charges for two boxes. As always, we appreciate the opportunity to address the concerns of a valued client. Thank you. 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]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we performed a thorough review of the client’s...
account. We have concluded to issue the requested credit in the amount of $40.81. This credit will appear on the statement printing on or around April 6, 2016. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
August 8, 2016, Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the...
details. At this moment we have resolved the customers billing concern in a satisfactory manner. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I keep getting told that I have an, "Expected delivery date". The problem is that is never arrives. Now you are telling me 7/3, keep in mind that this delivery date was supposed to be 4/15. Yes, I did receive some credit and I appreciate that. Instead of repeated emails, and filing complaints I would like to receive some results. I guess we will see if the 7/3 date happens. I would request that the Revdex.com keep this complaint open until I receive the amount promised from Cox. Regards,[redacted]
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.Regarding the customer’s concerns...
with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding outages and their service issues. It is certainly not our intention to cause any frustration. We have attempted to contact our customer on 10/3/16 and 10/5/16 to no avail. Once...
contact is made with our customer we will be happy to assist him. 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. Jaimi / Executive Resolutions Office of the General Manager Cox 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.The sincerity is lacking in Mr. [redacted] response. He apologizes that WE felt the need to contact the Revdex.com for their help in obtaining the services from Cox that we continue to pay for although were not receiving. We tried several alternate routes of resolving this issue and had absolutely no help from any employee or manager alike. We were treated horribly, hung up on, passed off, and I was unable to complete work projects due to their lack of assistance. The technician did come out on Friday, only 5 days after our SCHEDULED date so that was much appreciated. He was very professional and knowledgable. What would make me content at this point is some sort of compensation of cable/internet for our time and my missing work. I think that is more than fair and a manager should have handled this over the phone after we submitted our complaint then. However, they chose to pass us to their subordinate and hang up on us.
Regards,[redacted]
Revdex.com #[redacted]It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding her experience at one of our retail stores. We sincerely regret the inconvenience that she...
experienced with our company. Upon receipt of this complaint, we were able to verify the promised credit, it has been applied it to her account. When we were able to speak to our customer we were informed of another incident she had with our retail location since filing this complaint. We are addressing those concerns and we are confident that we will have a successful resolution. 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. Thank you for your time and consideration.Jaimi / Executive EscalationsOffice of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration. We have contacted our customer directly to address her concerns in detail and she has our contact information if she would like to discuss this...
further. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.
[redacted]Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding the promotional offer they requested. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the...
customer’s concerns, we did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. 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
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution.Thank you for your time and...
consideration. 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]
September 15, 2016---Revdex.com complaint # [redacted]—Josephine A[redacted] We are sorry that the customer is not satisfied with the first response that we sent to your office. We are willing to speak and discuss the concerns that she brought up, but to date; it has proved difficult to talk to the customer on the phone during regular business hours. We do empathize with the customer’s frustration with her rate change. While we train our representatives to be very clear about the rates and pricing for a PLG, (Price Lock Guarantee) the information that was sent to the customer on her first bill did confirm that she was receiving promotional rates on top of locked pricing. This information is sent to our subscribers in the first bill after signing up for a PLG so they may call us with questions and concerns that they may have. This notice also allows the customer to cancel or make changes within the first 30 days of billing, without incurring an ETF. (Early Termination Fee) The only contact on record from the customer in August of 2015 indicates that she called us regarding the installation fee, but did not have questions regarding her rate. We are sorry that we are not able to make changes to the service contract that the customer agreed to in August of 2015. We will attempt to contact the client again and reach out to her by phone or email. We hope this information is sufficient for closure to this complaint. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for allowing our office to address the additional concerns our customer brought to your attention. After researching the $140 in question, we found that this amount was for services rendered from 1/18/16 – 3/17/16. For specific details on services rendered or questions about his billing he can contact our friendly Customer Care agents at 623-594-1000. He can also view his statements online at www.cox.com. Again, we would like to thank the Revdex.com for their time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox 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.
?My complaint will have been resolved when they get in contact with me and resolve it. Not when then send me a message to say that they will get in contact with me and need my account info.
Regards,
[redacted]
We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we...
do see that our customer opted to have their Cox High Speed Internet service upgrade from our Preferred Package (up to 50 Mbps download/5 Mbps upload) to our Premier Package (up to 150 Mbps download/10 Mbps upload) on May 27, 2016. While we certainly apologize for any frustration, we must be transparent in stating that in order to receive the speeds offered by our Premier Internet service an 8 x 4 channel DOCSIS 3.0 modem will be required. Regretfully, while the modem our customer is currently using is compatible with their previous Preferred Internet service, is not suited to support the increased speeds offered by the Premier Internet service. Due to our customer’s tenure with us, we have applied a $25.00 goodwill adjustment to the account. We will also ensure their feedback for the agent they spoke to is addressed. Should our customer wish to continue using the Premier Internet service we do suggest upgrading to an 8 x 4 channel DOCSIS 3.0 modem which can be purchased or rented from Cox Communications or purchased from any electronics retailer. Otherwise, our customer may also consider reverting back to their previous level of Cox High Speed Internet should they wish to continue using their existing modem. 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
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their field visit. It is certainly not our intention to cause any frustration. We have attempted to contact our customer on 10/10/16 and 10/14/16 to no avail. We also sent him an...
email in hopes of making contact with him. Even though contact was not made, we reached out to our field leaders to obtain the requested information. Our field leaders are meeting directly with the property manager at our customer’s apartment complex to identify what needs to done to replace the line. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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
March 6, 2017—[redacted] We were sorry to hear of the confusion that the customer has experienced with his billing. Due to the concerns that the client brought to the attention of your office, we contacted the customer directly by phone and spoke in detail to...
him. We will continue to work directly with the subscriber on the matter at hand. We did advise the client that our records do indicate that we have printed and mailed, or emailed a billing statement for the customer every month. On our statements under Customer Information it says: Payment of your Cox bill confirms your subscription to services and the possession of Cox owned equipment listed on your bill. It also states—“Billing Dispute and Resolution: If you have any questions or disagree with any portion of your bill, please contact us at the phone number on the front of this statement no later than 60 days from the due date indicated. As a courtesy, we applied a credit of $204.00 to the customer’s account, which is equivalent to one year of charges for two boxes. As always, we appreciate the opportunity to address the concerns of a valued client. Thank you. 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]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we performed a thorough review of the client’s...
account. We have concluded to issue the requested credit in the amount of $40.81. This credit will appear on the statement printing on or around April 6, 2016. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
August 8, 2016, Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the...
details. At this moment we have resolved the customers billing concern in a satisfactory manner. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I keep getting told that I have an, "Expected delivery date". The problem is that is never arrives. Now you are telling me 7/3, keep in mind that this delivery date was supposed to be 4/15. Yes, I did receive some credit and I appreciate that. Instead of repeated emails, and filing complaints I would like to receive some results. I guess we will see if the 7/3 date happens. I would request that the Revdex.com keep this complaint open until I receive the amount promised from Cox. Regards,[redacted]
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.Regarding the customer’s concerns...
with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding outages and their service issues. It is certainly not our intention to cause any frustration. We have attempted to contact our customer on 10/3/16 and 10/5/16 to no avail. Once...
contact is made with our customer we will be happy to assist him. 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. Jaimi / Executive Resolutions Office of the General Manager Cox 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.The sincerity is lacking in Mr. [redacted] response. He apologizes that WE felt the need to contact the Revdex.com for their help in obtaining the services from Cox that we continue to pay for although were not receiving. We tried several alternate routes of resolving this issue and had absolutely no help from any employee or manager alike. We were treated horribly, hung up on, passed off, and I was unable to complete work projects due to their lack of assistance. The technician did come out on Friday, only 5 days after our SCHEDULED date so that was much appreciated. He was very professional and knowledgable. What would make me content at this point is some sort of compensation of cable/internet for our time and my missing work. I think that is more than fair and a manager should have handled this over the phone after we submitted our complaint then. However, they chose to pass us to their subordinate and hang up on us.
Regards,[redacted]
Revdex.com #[redacted]It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding her experience at one of our retail stores. We sincerely regret the inconvenience that she...
experienced with our company. Upon receipt of this complaint, we were able to verify the promised credit, it has been applied it to her account. When we were able to speak to our customer we were informed of another incident she had with our retail location since filing this complaint. We are addressing those concerns and we are confident that we will have a successful resolution. 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. Thank you for your time and consideration.Jaimi / Executive EscalationsOffice of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. It is certainly not our intention to cause any frustration. We have contacted our customer directly to address her concerns in detail and she has our contact information if she would like to discuss this...
further. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer.
[redacted]Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding the promotional offer they requested. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the...
customer’s concerns, we did attempt to reach them at the telephone number listed on their account to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. 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
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution.Thank you for your time and...
consideration. 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]