[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,
Diana [redacted]
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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We were sorry to hear that a valued subscriber has concerns with her service. Due to the concerns that the customer brought to the attention of your office, we have made direct contact with the customer. While the customer was not satisfied that we were not able to apply further credit on...
her account, we explained that that the credits that we have already supplied to her is a generous accommodation to the service issues that she experienced. As always, we appreciate the opportunity to assist our customer. Thank you.
[redacted]:
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,
Jose Luis Salgado
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 our 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 were able to...
speak with our customer and were able to fully resolve his concerns. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our 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]
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
We would like to thank the customer for taking the time to file her concerns regarding the credit inquiry that was recently run on their Cox account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon...
receipt of this complaint we were able to confirm that our customer did have a credit inquiry run on 3/08/16 following an online order that was placed via the Cox Web site. As a courtesy, we have spoken with our Receivables Management Department who has submitted the appropriate removal request to Equifax to ensure this inquiry is masked. With this in mind, within 30-60 days this inquiry will no longer be visible by anyone other than our customer nor will it have any negative impact on their credit rating. 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 ###-###-####. Thank You. [redacted] Executive Resolutions Cox Communications
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We spoke to the customer directly on 5/4/16 regarding their concerns. We explained the process for how these offers were...
sent and reasons why her account was no longer eligible. Due to the unique situation, we agreed to honor the original offer by applying an adjustment for the same total discount. In addition, we were able to make the appropriate corrections to the customer’s bundle and monthly rate. The customer was very satisfied with the resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. [redacted] W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com:
First, I wish to state that I was contacted directly by a member of Cox Communications. That was something I was not expecting. The gentleman I spoke with - at length, was courteous and knowledgeable. Secondly, I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution satisfactory. I consider this complaint resolved.
Regards,
Larry S[redacted]
SUCCESSFULLY RESOLVED We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the...
customer directly to address their concerns and have provided a successful 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. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Sharon H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
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
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 do not believe I should pay a significant cancellation fee for services that did not work properly. I was never offered reimbursement for the time I lost the service the first two times I called. Also, I am still a customer! I am currently still using their internet services and did not cancel all my services just the one that wasn't working. I was also never made aware of a cancellation fee in the beginning when I first signed up. When I told this to the Rep that called me he said "well I wasn't present during your initial conversation so I can't say if that's true or not" I am telling you it's true, I do not like the assumption I was lying. Poor customer service. When I told him it was true, he said "well you could of read about it in the contract you signed". I am sorry I missed that significant part and it should have been brought to my attention. I am even more disappointed with Cox and their customer service after this.
Regards,
[redacted]
[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
I do not accept this response because we spoke to them about the billing and found their math to be unsatisfactory. They also have no documentation to prove that automatic bill pay was authorized because it does not exist. Which is why they will be unable to provide such documents to show my consent to automatic bill pay. We did not respond to their phone calls because they were unwilling to fix their mistakes in the first place. The unauthorized addition of cable TV to my account is just more proof of their willingness to make changes to my account with out my consent or knowledge of them doing so. They expect people to pay for fees regarding equipment they never ordered nor wanted. That is illogical and incompetent on their behalf. I have lost all faith in cox communications as a business with integrity and ethical business practices.
We would like to thank our customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and provide a successful 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. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
February 9, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with his account and billing. Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve. The customer has...
our contact information and we will continue to work with him to ensure his billing is addressed appropriately. As always, thank you for bringing this to our attention. Catherine/ Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts were...
unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for bringing our customer’s additional comments to the attention of our office. We are sorry our customer is not happy with the outcome of our contact with him on 9/29/16. As mentioned in our original response, our customer advised us that his concerns with his channel line-up were resolved after he contacted our Customer Care Center. Thank you for your time and consideration in closing this complaint. Jaimi / Executive Resolutions Office of the General Manager Cox 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,
Diana [redacted]
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:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We were sorry to hear that a valued subscriber has concerns with her service. Due to the concerns that the customer brought to the attention of your office, we have made direct contact with the customer. While the customer was not satisfied that we were not able to apply further credit on...
her account, we explained that that the credits that we have already supplied to her is a generous accommodation to the service issues that she experienced. As always, we appreciate the opportunity to assist our customer. Thank you.
[redacted]:
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,
Jose Luis Salgado
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 our 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 were able to...
speak with our customer and were able to fully resolve his concerns. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our 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]
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
We would like to thank the customer for taking the time to file her concerns regarding the credit inquiry that was recently run on their Cox account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon...
receipt of this complaint we were able to confirm that our customer did have a credit inquiry run on 3/08/16 following an online order that was placed via the Cox Web site. As a courtesy, we have spoken with our Receivables Management Department who has submitted the appropriate removal request to Equifax to ensure this inquiry is masked. With this in mind, within 30-60 days this inquiry will no longer be visible by anyone other than our customer nor will it have any negative impact on their credit rating. 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 ###-###-####. Thank You. [redacted] Executive Resolutions Cox Communications
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We spoke to the customer directly on 5/4/16 regarding their concerns. We explained the process for how these offers were...
sent and reasons why her account was no longer eligible. Due to the unique situation, we agreed to honor the original offer by applying an adjustment for the same total discount. In addition, we were able to make the appropriate corrections to the customer’s bundle and monthly rate. The customer was very satisfied with the resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. [redacted] W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com:
First, I wish to state that I was contacted directly by a member of Cox Communications. That was something I was not expecting. The gentleman I spoke with - at length, was courteous and knowledgeable. Secondly, I have reviewed the response made by the business in reference to complaint ID [redacted], and find this resolution satisfactory. I consider this complaint resolved.
Regards,
Larry S[redacted]
SUCCESSFULLY RESOLVED We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the...
customer directly to address their concerns and have provided a successful 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. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Sharon H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
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
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 do not believe I should pay a significant cancellation fee for services that did not work properly. I was never offered reimbursement for the time I lost the service the first two times I called. Also, I am still a customer! I am currently still using their internet services and did not cancel all my services just the one that wasn't working. I was also never made aware of a cancellation fee in the beginning when I first signed up. When I told this to the Rep that called me he said "well I wasn't present during your initial conversation so I can't say if that's true or not" I am telling you it's true, I do not like the assumption I was lying. Poor customer service. When I told him it was true, he said "well you could of read about it in the contract you signed". I am sorry I missed that significant part and it should have been brought to my attention. I am even more disappointed with Cox and their customer service after this.
Regards,
[redacted]
[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
I do not accept this response because we spoke to them about the billing and found their math to be unsatisfactory. They also have no documentation to prove that automatic bill pay was authorized because it does not exist. Which is why they will be unable to provide such documents to show my consent to automatic bill pay. We did not respond to their phone calls because they were unwilling to fix their mistakes in the first place. The unauthorized addition of cable TV to my account is just more proof of their willingness to make changes to my account with out my consent or knowledge of them doing so. They expect people to pay for fees regarding equipment they never ordered nor wanted. That is illogical and incompetent on their behalf. I have lost all faith in cox communications as a business with integrity and ethical business practices.
We would like to thank our customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and provide a successful 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. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
February 9, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with his account and billing. Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve. The customer has...
our contact information and we will continue to work with him to ensure his billing is addressed appropriately. As always, thank you for bringing this to our attention. Catherine/ Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file their concerns regarding the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts were...
unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.We appreciate the opportunity that the Revdex.com has given to us to assist our customer.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for bringing our customer’s additional comments to the attention of our office. We are sorry our customer is not happy with the outcome of our contact with him on 9/29/16. As mentioned in our original response, our customer advised us that his concerns with his channel line-up were resolved after he contacted our Customer Care Center. Thank you for your time and consideration in closing this complaint. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region