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 his concerns regarding his Cox services. 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 made contact with...
our Field Services Department leadership team who has worked closely with our customer’s service issues. After speaking with our field supervisor we were advised that the issues creating the problems with our customer’s services were found to be a problem with the wiring leading to and within our customer’s apartment. Unfortunately, since this wiring is owned by the apartment complex we needed signed approval from the apartment manager to proceed with any further repairs. After gathering this information from our Field Services Department, we made contact with our customer on 6/29/15 to advise him of our findings. Our customer advised us he would speak with the apartment management to help us gain the approval needed to proceed with the repairs. On 6/30/15 our customer provided us with contact information for the apartment manager for this location. We attempted to contact the apartment manager to gain approval for our repairs on 7/1/15 and 7/2/15 but there was no answer on each attempt and no ability to leave a message with our contact information.Due to the unsuccessful attempts in reaching the apartment management, we made contact with our customer again to update them on the situation on 7/2/15. Unfortunately, during our call with our customer, Mr. [redacted] became highly irate and began continued use of profanity. Despite numerous attempts to deescalate the situation and warnings to cease the profanity, our customer continued to use this type of language and remained irate. In addition to this profanity, our customer advised us multiple times during this call that he would not allow us to complete the requested repairs to his apartment wiring and would not assist us in gaining approval from the apartment complex to do so.While we certainly understand our customer’s frustrations, as a result of the events that unfolded on our call with Mr. [redacted] on 7/2/15, our efforts to reach a resolution were prevented. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You.[redacted]Executive EscalationsCox Communications
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
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 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
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
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
Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to a recent returned payment that has been charged back to your account. I have reviewed your...
account and have determined the following:Our records show that on January 6, 2016, we received 2 (two) online check payments in the amount of $214.40. At the time this payment was made, your account was delinquent with a balance of $476.36 and was suspended for non-payment.On January 19, 2016, 1 (one) of the duplicate payments were returned by your bank for "non-sufficient funds." As a result, the $214.40 was charged back to your Cox account and you were assessed a $25.00 returned payment fee.As a good faith gesture, we have credited the $25.00 returned check fee. However, since we were not able to collect the funds for the duplicate payment, we must respectfully deny your request to have those funds credited to your Cox account.Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.Best Regards, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]
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.
This is a followup from my Email of Friday. First, the 150Gb of online data is still what I see, so no change there. I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications). Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response. Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. I don’t know what the intention was, but it cannot be correcting the problem. If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem. The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change. The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue. So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails). This continues through this evening, although I would not have expected a phone call between Friday night and now. However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records. It looks like either the calls were not made or were made to the wrong number. Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling. However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer. I am not certain how to take the above sentence. If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved? So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing. After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.
Regards,
[redacted]
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
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 his experience during the installation of his service. Upon receipt of this complaint we spoke with customer and...
arranged a full installation with our Field Service Department. The work was completed on Friday. We followed up with our customer today and were told he was happy with the install and the service is working. We want our customer to know that we are deeply committed to being his most trusted provider of communications services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / 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
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
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
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
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.
We would like to thank the customer for taking the time to file her concerns regarding their rebate. 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 escalated the issue with our...
customer’s rebate to our Marketing Department who advised us they have expedited our customer’s rebate processing to ensure it is mailed as soon as possible. We were able to speak with our customer directly on 7/15/16 to advise her of this and to assure her she can expect to receive this rebate in 10 business days. We will also continue to remain in contact with our customer until we are assured she has received her rebate. We are confident the issue at hand has now been addressed. 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 Escalations Cox Communications
I want to thank you for removing the one remark off my credit report however the second one that you said is legit for the $200.00 I am still having trouble with. I have contacted the number you gave me and they say I do not have an account with a balance when they look up my name or have me give them my phone number. When I went to the Cox store I get the same answer that they have no idea what account I am talking about. How do I pay for a bill you say I have but no one seems to be able to find it. Please help. ThanksArketih
April 27, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with his billing and the [redacted] card promotion. When we spoke to the customer yesterday ,we explained that because the gift card promotion was not set up in our system in...
accordance with the marketing guidelines, we are unable to request the gift card from our Rebate Center. We offered the customer a $200.00 credit to his account because we were unable to fulfill his request for the [redacted] card. The customer declined our offer of $200.00. Because sending a $200.00 [redacted] gift card is not an option, we will apply a $200.00 credit to the customer’s account today. We also confirmed with the customer yesterday that he is on a non-contracted plan, so he has the option to terminate service with us at any time, without penalization. We apologize again for the confusion regarding the customer’s account and billing. We believe our company has made a fair an honest attempt to right the situation with our credit application. As always, thank you for the opportunity to assist a customer. Catherine/Cox Communications Executive Office/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding the contractual agreement on their account. 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 were able to locate the call recording they had with our staff on 8/9/16 when the contract was added. After reviewing this call, we confirmed that our customer was not adequately explained the terms of the contract by our employee. As a result, we have spoken with our customer on 6/16/17 and removed their telephone service as requested with no Early Termination Fee. 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 his concerns regarding his Cox services. 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 made contact with...
our Field Services Department leadership team who has worked closely with our customer’s service issues. After speaking with our field supervisor we were advised that the issues creating the problems with our customer’s services were found to be a problem with the wiring leading to and within our customer’s apartment. Unfortunately, since this wiring is owned by the apartment complex we needed signed approval from the apartment manager to proceed with any further repairs. After gathering this information from our Field Services Department, we made contact with our customer on 6/29/15 to advise him of our findings. Our customer advised us he would speak with the apartment management to help us gain the approval needed to proceed with the repairs. On 6/30/15 our customer provided us with contact information for the apartment manager for this location. We attempted to contact the apartment manager to gain approval for our repairs on 7/1/15 and 7/2/15 but there was no answer on each attempt and no ability to leave a message with our contact information.Due to the unsuccessful attempts in reaching the apartment management, we made contact with our customer again to update them on the situation on 7/2/15. Unfortunately, during our call with our customer, Mr. [redacted] became highly irate and began continued use of profanity. Despite numerous attempts to deescalate the situation and warnings to cease the profanity, our customer continued to use this type of language and remained irate. In addition to this profanity, our customer advised us multiple times during this call that he would not allow us to complete the requested repairs to his apartment wiring and would not assist us in gaining approval from the apartment complex to do so.While we certainly understand our customer’s frustrations, as a result of the events that unfolded on our call with Mr. [redacted] on 7/2/15, our efforts to reach a resolution were prevented. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You.[redacted]Executive EscalationsCox Communications
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
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 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
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
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
Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to a recent returned payment that has been charged back to your account. I have reviewed your...
account and have determined the following:Our records show that on January 6, 2016, we received 2 (two) online check payments in the amount of $214.40. At the time this payment was made, your account was delinquent with a balance of $476.36 and was suspended for non-payment.On January 19, 2016, 1 (one) of the duplicate payments were returned by your bank for "non-sufficient funds." As a result, the $214.40 was charged back to your Cox account and you were assessed a $25.00 returned payment fee.As a good faith gesture, we have credited the $25.00 returned check fee. However, since we were not able to collect the funds for the duplicate payment, we must respectfully deny your request to have those funds credited to your Cox account.Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.Best Regards, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]
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.
This is a followup from my Email of Friday. First, the 150Gb of online data is still what I see, so no change there. I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications). Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response. Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. I don’t know what the intention was, but it cannot be correcting the problem. If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem. The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change. The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue. So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails). This continues through this evening, although I would not have expected a phone call between Friday night and now. However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records. It looks like either the calls were not made or were made to the wrong number. Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling. However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer. I am not certain how to take the above sentence. If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved? So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing. After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.
Regards,
[redacted]
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
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 his experience during the installation of his service. Upon receipt of this complaint we spoke with customer and...
arranged a full installation with our Field Service Department. The work was completed on Friday. We followed up with our customer today and were told he was happy with the install and the service is working. We want our customer to know that we are deeply committed to being his most trusted provider of communications services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / 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
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
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
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
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.
We would like to thank the customer for taking the time to file her concerns regarding their rebate. 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 escalated the issue with our...
customer’s rebate to our Marketing Department who advised us they have expedited our customer’s rebate processing to ensure it is mailed as soon as possible. We were able to speak with our customer directly on 7/15/16 to advise her of this and to assure her she can expect to receive this rebate in 10 business days. We will also continue to remain in contact with our customer until we are assured she has received her rebate. We are confident the issue at hand has now been addressed. 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 Escalations Cox Communications
I want to thank you for removing the one remark off my credit report however the second one that you said is legit for the $200.00 I am still having trouble with. I have contacted the number you gave me and they say I do not have an account with a balance when they look up my name or have me give them my phone number. When I went to the Cox store I get the same answer that they have no idea what account I am talking about. How do I pay for a bill you say I have but no one seems to be able to find it. Please help. ThanksArketih
April 27, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with his billing and the [redacted] card promotion. When we spoke to the customer yesterday ,we explained that because the gift card promotion was not set up in our system in...
accordance with the marketing guidelines, we are unable to request the gift card from our Rebate Center. We offered the customer a $200.00 credit to his account because we were unable to fulfill his request for the [redacted] card. The customer declined our offer of $200.00. Because sending a $200.00 [redacted] gift card is not an option, we will apply a $200.00 credit to the customer’s account today. We also confirmed with the customer yesterday that he is on a non-contracted plan, so he has the option to terminate service with us at any time, without penalization. We apologize again for the confusion regarding the customer’s account and billing. We believe our company has made a fair an honest attempt to right the situation with our credit application. As always, thank you for the opportunity to assist a customer. Catherine/Cox Communications Executive Office/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding the contractual agreement on their account. 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 were able to locate the call recording they had with our staff on 8/9/16 when the contract was added. After reviewing this call, we confirmed that our customer was not adequately explained the terms of the contract by our employee. As a result, we have spoken with our customer on 6/16/17 and removed their telephone service as requested with no Early Termination Fee. 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