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. Upon receipt of this complaint, we were able to locate the recording of the call our customer had...
with our Customer Care Center on 2/9/17 to order their services. After reviewing this call, we were able to confirm that the agent our customer spoke to did advise our customer that the installation fees for their services would be waived. Since we were able to confirm our customer was told these installation fees would be waived, we have applied an adjustment to the account totaling $302.35 to removal all installation fees. We are confident the issue at hand has been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications
We appreciate our customer taking the time to voice their additional concerns regarding their Cox accounts. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Upon receipt of this most recent rebuttal we were able to speak with our customer directly on 9/28/16 to address their concerns. During this conversation we were able to address our customer’s frustration with their recent experience with our Care Center and technicians as well as make the appropriate adjustments to the level of service to help lower the monthly rate. Additionally, we were able to come to an amicable agreement on an adjustment to the account based on our customer’s tenure with our company and recent poor experience. We are confident the issue at hand has now been resolved. We appreciate our customer’s patience and understanding and genuinely hope to continue a positive relationship with them moving forward. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George Executive Escalations Cox Communications
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
November 19, 2015
Revdex.com rebuttal Hernandez--# [redacted]
We were sorry to hear that the customer was not satisfied
with our assistance.
We spoke with our Field Service Leadership on the customer’s
concerns and received confirmation that the customer has a bad line which is
causing the tiling issues. The line
cannot be run by our company and will require an electrician to replace the
line. The customer has been advised and
understands that the fault is not with our service, but with his own wiring. We also confirmed that the other cable boxes
in the house that are not connected to this line are working flawlessly with
our service. We have explained this to
the customer and he understands.
We hope this information has been helpful. Thank you.
[redacted]/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding their cable services and previous experience with our Customer Care Center. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer...
any frustrations. Upon receipt of this complaint we were able to speak directly with our customer on 2/3/17 to address their concerns regarding their previous experiences with our company. Additionally, we were able to come to an agreement on the addition of a second receiver for our customer’s cable services at no additional cost for one year. We are confident the issue at hand has been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Resolutions Cox Communications
Cox would like to thank the customer for contacting the Revdex.com so we can have a chance to address their concerns. We apologize for the frustration that the customer has experienced with our company. It is never our intention to cause trouble for any of our subscribers. At this time, we...
have been working with the customer through a separate escalation path already and will continue to work with the customer until a resolution can be come to for their service concerns. If the customer should have any other concerns or questions, we have provided them with our direct contact information and will continue to stay in touch until a resolution is reached. If they should have any other questions or concerns, our Customer Care Center can be reached at [redacted]. Thank you, Thomas Executive Escalations Cox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.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]
We would like to thank the customer for taking the time to file his concerns regarding his account. 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 have made contact with our customer...
and are currently researching their concerns. We are currently working with our customer and are confident that we will reach an amicable resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted].Thank You.Executive EscalationsCox Communications
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
[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]
Revdex.com Case # [redacted] We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided on 5/2/16 and 5/5/16. Once we are able to verify the account, we can...
address their concerns and provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their cable services. We have contacted the customer directly to address his concerns and provide a successful resolution.Thank you for your time and consideration.[redacted]Executive ResolutionsOffice of the...
General ManagerCox Communications, Southwest Region
As I said before I am handicapped so I do not talk well. Email is my best form of communication. I received credit for one service call and one install but not the second one. I am still owed credit for $50. Furthermore my bill should be $249 not $301 so there is proof. I know there is no documentation but I know what free items I was told. Maybe you should educate your technicians as I'm sure Ill have another issue in the future. I was told one year free for the modem rental because of the many calls I had to make. It was your so called skilled who had me believe the problem was the service or Cox end for a month and 3 service calls. Next time Id recommend know when the modem is the problem first. I do not need or want HBO but at this point Id like what was said. Now I believe with this trouble Cox should credit me the uncalled for $50 service fee and a credit for this illogical complaint. I am probably going to knee 2 digital boxes for $2.99. What can you do there too? Before another issue. ONE TIME CHARGES AND CREDITS$175.00 Professional Installation - TV Mar 30 $50.00 Service Appointment Mar 30 $75.00 Professional Installation - Internet Apr 04 $50.00
We appreciate our customer taking the time to file their additional concerns regarding their Cox account and experience with our department. As a customer service oriented company we welcome the opportunity to address our customer’s concerns. Please know, we genuinely appreciate our customer’s honesty regarding the means in which their voicemails were returned by our department. We would like to express that we take all of our customer’s concerns and calls to our department seriously and in order to ensure all customers are helped equally we do return such calls in the order in which they are received. While we understand Mr. C[redacted] would have preferred an immediate response to his voicemail, we did do everything in our power to return his calls to us in a timely manner. Rest assured, we are able to confirm that our department did speak with Mr. C[redacted] directly on 8/24/16 to address his service concerns and confirm the adjustment that was applied to his account. We are confident the issue at hand has been resolved. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. Executive Escalations Cox Communications
Revdex.com #[redacted] We have contacted the customer directly to address their concerns on our EasyPay program. We were able to offer the customer a courtesy credit for the disputed fees, which our customer did accept. While we understand the customer does not agree with our returned payment...
fees and policy, we do appreciate the feedback and suggestions he provided and will forward them to the appropriate department. 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
March 29, 2016 Revdex.com- ID#: [redacted]—Harold A[redacted] We were sorry to hear of the confusion that the customer experienced with his billing. Due to the concerns that he brought to the attention of your office, we thoroughly reviewed his account. Our investigation confirmed that...
the customer did speak to one of our Sales Agents on January 13, 2016, who noted that the customer’s monthly rate was increasing due to the end of a temporary campaign. We also verified the notes from the 14 of the month with our Supervisor Amanda, who advised the customer of the monthly rate of $176.65 with the client. Because the customer stated that the employee in January quoted him a lower rate for his service, we have requested the call recording for review. Once our office has the results of that recording we will contact the customer directly. We hope this information has been helpful to your office. As always, we thank the Revdex.com for the opportunity to assist a valuable customer. Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com Case #[redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided. 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. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case # [redacted] We are sorry to hear of the issues our customer had with their account. We have attempted to directly contact the customer to by telephone and email. 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. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
The cox representative is incorrect, once again, on the "in depth anyalysis" of my account. When I asked them to transfer the account to the new home, they said it wouldn't be a problem. But upon moving a setting up the new home, we rec'd the first bill for over $500.00. The telephone number was "slammed" and we could not use the phone for 3 days while we waited for the FCC to release the number back to us. The "new boxes" that were installed all needed to be taken out and "new" boxes needed to be installed. 6 cox techs later, the account was "transferred". I was then made aware that my new plan included HBO. The plan I transferred did not include that service, nor did we want to pay for it. I was told that it was part of the new bundling package that was being added to our service. I informed the representative that I was simply TRANSFERRING all existing services from one home to the other. The service rep stated that since all of this debacle had happened, she was not able to reconnect me to the TRANSFERRED plan that we were on due to that plan being discountinued. I was told that the new plan was going to be price locked for the two year time period and that the small increase in the plan would include HBO. Since we were only talking about a few dollars more, we agreed since the price lock would keep us very close in pricing to our - OLD TRANSFERRED NON-HBO HAVING PLAN. I'm not sure what stake Cox Cable has in HBO but I'm sure that forcing it into plans has reaped some heavy dividends onto their bottom line. Were simply asking for Cox to keep the price locked for the 2 year time period as agreed.
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding our transition to Go All Digital and Early Termination Fee assessed to their account. It is certainly not our intention to cause any frustration. Due to the concerns brought to the...
attention of our office we thoroughly reviewed our customer’s account. We found that our customer canceled his video service on 6/2/16 and was subsequently charged an Early Termination Fee (ETF) in the amount of $156.59 inclusive of taxes/fees/surcharges. At the time our customer canceled his video service he did choose to retain his other services with us. To remain in good faith with our longstanding customer we have issued credit for the ETF. The ETF charges and credits will be printed on his June 2016 statement. 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. [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 their account billing. Please let me begin with an apology for any inconvenience they experienced. Upon receipt of this complaint, we were able to locate the recording of the call our customer had...
with our Customer Care Center on 2/9/17 to order their services. After reviewing this call, we were able to confirm that the agent our customer spoke to did advise our customer that the installation fees for their services would be waived. Since we were able to confirm our customer was told these installation fees would be waived, we have applied an adjustment to the account totaling $302.35 to removal all installation fees. We are confident the issue at hand has been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications
We appreciate our customer taking the time to voice their additional concerns regarding their Cox accounts. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Upon receipt of this most recent rebuttal we were able to speak with our customer directly on 9/28/16 to address their concerns. During this conversation we were able to address our customer’s frustration with their recent experience with our Care Center and technicians as well as make the appropriate adjustments to the level of service to help lower the monthly rate. Additionally, we were able to come to an amicable agreement on an adjustment to the account based on our customer’s tenure with our company and recent poor experience. We are confident the issue at hand has now been resolved. We appreciate our customer’s patience and understanding and genuinely hope to continue a positive relationship with them moving forward. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George Executive Escalations Cox Communications
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
November 19, 2015
Revdex.com rebuttal Hernandez--# [redacted]
We were sorry to hear that the customer was not satisfied
with our assistance.
We spoke with our Field Service Leadership on the customer’s
concerns and received confirmation that the customer has a bad line which is
causing the tiling issues. The line
cannot be run by our company and will require an electrician to replace the
line. The customer has been advised and
understands that the fault is not with our service, but with his own wiring. We also confirmed that the other cable boxes
in the house that are not connected to this line are working flawlessly with
our service. We have explained this to
the customer and he understands.
We hope this information has been helpful. Thank you.
[redacted]/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding their cable services and previous experience with our Customer Care Center. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer...
any frustrations. Upon receipt of this complaint we were able to speak directly with our customer on 2/3/17 to address their concerns regarding their previous experiences with our company. Additionally, we were able to come to an agreement on the addition of a second receiver for our customer’s cable services at no additional cost for one year. We are confident the issue at hand has been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Resolutions Cox Communications
Cox would like to thank the customer for contacting the Revdex.com so we can have a chance to address their concerns. We apologize for the frustration that the customer has experienced with our company. It is never our intention to cause trouble for any of our subscribers. At this time, we...
have been working with the customer through a separate escalation path already and will continue to work with the customer until a resolution can be come to for their service concerns. If the customer should have any other concerns or questions, we have provided them with our direct contact information and will continue to stay in touch until a resolution is reached. If they should have any other questions or concerns, our Customer Care Center can be reached at [redacted]. Thank you, Thomas Executive Escalations Cox Communications
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.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]
We would like to thank the customer for taking the time to file his concerns regarding his account. 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 have made contact with our customer...
and are currently researching their concerns. We are currently working with our customer and are confident that we will reach an amicable resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted].Thank You.Executive EscalationsCox Communications
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
[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]
Revdex.com Case # [redacted] We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided on 5/2/16 and 5/5/16. Once we are able to verify the account, we can...
address their concerns and provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their cable services. We have contacted the customer directly to address his concerns and provide a successful resolution.Thank you for your time and consideration.[redacted]Executive ResolutionsOffice of the...
General ManagerCox Communications, Southwest Region
As I said before I am handicapped so I do not talk well. Email is my best form of communication. I received credit for one service call and one install but not the second one. I am still owed credit for $50. Furthermore my bill should be $249 not $301 so there is proof. I know there is no documentation but I know what free items I was told. Maybe you should educate your technicians as I'm sure Ill have another issue in the future. I was told one year free for the modem rental because of the many calls I had to make. It was your so called skilled who had me believe the problem was the service or Cox end for a month and 3 service calls. Next time Id recommend know when the modem is the problem first. I do not need or want HBO but at this point Id like what was said. Now I believe with this trouble Cox should credit me the uncalled for $50 service fee and a credit for this illogical complaint. I am probably going to knee 2 digital boxes for $2.99. What can you do there too? Before another issue. ONE TIME CHARGES AND CREDITS$175.00 Professional Installation - TV Mar 30 $50.00 Service Appointment Mar 30 $75.00 Professional Installation - Internet Apr 04 $50.00
We appreciate our customer taking the time to file their additional concerns regarding their Cox account and experience with our department. As a customer service oriented company we welcome the opportunity to address our customer’s concerns. Please know, we genuinely appreciate our customer’s honesty regarding the means in which their voicemails were returned by our department. We would like to express that we take all of our customer’s concerns and calls to our department seriously and in order to ensure all customers are helped equally we do return such calls in the order in which they are received. While we understand Mr. C[redacted] would have preferred an immediate response to his voicemail, we did do everything in our power to return his calls to us in a timely manner. Rest assured, we are able to confirm that our department did speak with Mr. C[redacted] directly on 8/24/16 to address his service concerns and confirm the adjustment that was applied to his account. We are confident the issue at hand has been resolved. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. Executive Escalations Cox Communications
Revdex.com #[redacted] We have contacted the customer directly to address their concerns on our EasyPay program. We were able to offer the customer a courtesy credit for the disputed fees, which our customer did accept. While we understand the customer does not agree with our returned payment...
fees and policy, we do appreciate the feedback and suggestions he provided and will forward them to the appropriate department. 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
March 29, 2016 Revdex.com- ID#: [redacted]—Harold A[redacted] We were sorry to hear of the confusion that the customer experienced with his billing. Due to the concerns that he brought to the attention of your office, we thoroughly reviewed his account. Our investigation confirmed that...
the customer did speak to one of our Sales Agents on January 13, 2016, who noted that the customer’s monthly rate was increasing due to the end of a temporary campaign. We also verified the notes from the 14 of the month with our Supervisor Amanda, who advised the customer of the monthly rate of $176.65 with the client. Because the customer stated that the employee in January quoted him a lower rate for his service, we have requested the call recording for review. Once our office has the results of that recording we will contact the customer directly. We hope this information has been helpful to your office. As always, we thank the Revdex.com for the opportunity to assist a valuable customer. Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com Case #[redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided. 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. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case # [redacted] We are sorry to hear of the issues our customer had with their account. We have attempted to directly contact the customer to by telephone and email. 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. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
The cox representative is incorrect, once again, on the "in depth anyalysis" of my account. When I asked them to transfer the account to the new home, they said it wouldn't be a problem. But upon moving a setting up the new home, we rec'd the first bill for over $500.00. The telephone number was "slammed" and we could not use the phone for 3 days while we waited for the FCC to release the number back to us. The "new boxes" that were installed all needed to be taken out and "new" boxes needed to be installed. 6 cox techs later, the account was "transferred". I was then made aware that my new plan included HBO. The plan I transferred did not include that service, nor did we want to pay for it. I was told that it was part of the new bundling package that was being added to our service. I informed the representative that I was simply TRANSFERRING all existing services from one home to the other. The service rep stated that since all of this debacle had happened, she was not able to reconnect me to the TRANSFERRED plan that we were on due to that plan being discountinued. I was told that the new plan was going to be price locked for the two year time period and that the small increase in the plan would include HBO. Since we were only talking about a few dollars more, we agreed since the price lock would keep us very close in pricing to our - OLD TRANSFERRED NON-HBO HAVING PLAN. I'm not sure what stake Cox Cable has in HBO but I'm sure that forcing it into plans has reaped some heavy dividends onto their bottom line. Were simply asking for Cox to keep the price locked for the 2 year time period as agreed.
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding our transition to Go All Digital and Early Termination Fee assessed to their account. It is certainly not our intention to cause any frustration. Due to the concerns brought to the...
attention of our office we thoroughly reviewed our customer’s account. We found that our customer canceled his video service on 6/2/16 and was subsequently charged an Early Termination Fee (ETF) in the amount of $156.59 inclusive of taxes/fees/surcharges. At the time our customer canceled his video service he did choose to retain his other services with us. To remain in good faith with our longstanding customer we have issued credit for the ETF. The ETF charges and credits will be printed on his June 2016 statement. 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. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region