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 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
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]
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]
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
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
[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
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
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.
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 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 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
[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]
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
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:
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 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]
I am just sick that I once again was lied to, deceived and cheated by Cox. I never received the 24 month contract. Cox once again found a deceptive way around price locks and contracts to receive more money from their loyal customers by attaching a specific charge under "surcharge fees." I don't watch sports and am sick that I'm being charged an additional $6.00 a month for a product I will never use. When I asked Jessica on 8-27-16 if my bill would increase under any circumstances ans she said NO, I actually believed her. This gives Cox the right to increase my bill under "other fees and surcharges" to any amount they want over the next 18 months. What is my recourse? My bill will increase by $20.00 in August of this year which I agreed to and I know Cox will find other ways to charge me more that they deem "legal"and I deem deceptive. I am so sick about being cheated and am stuck for another 18 months whether I can afford it or not! Why didn't Tammy explain this THOROUGHLY to me on 1-26-17 and when I first called. My bill has now increased by $7.00 a month and can at anytime increase much higher. Then in August of 2017 I'll be paying $27.00 more per month instead of the $20 I had budgeted for. It can go higher and higher when ever Cox chooses to be greedy! I am sad and sick that a company would engage in such deceptive business practices. Shame on you Cox! Doing business with you is sickening particularly with my history of poor product delivery for years and the many hours o fmine that you wasted sending technicians to my house to fix a broken product whether cable or internet.
Cox Communications finally did credit the amounts as of today 6/7/2016 after I called on 5/28 for a harrassing phone call that my service was being disconnected. I was told by Cox all credits would be applied. On May 31st, I called to see if the charges were credited and they actually went form $110 to $439. Cox for some reason applied $329 to my acct instead of the credit of $27.42. I was assured everything was ok. On Friday 6/3, I check my balance and it went back to $110 and the $27.43 was not yet credited. On June 4th, approx 9:00 pm, my services were disconnected due to their error on not crediting the amounts correctly and I was told that I would not be disconnected at all. I was on the phone for over a 1/2 hour trying to get it resolved. This was a month of phone calls trying to resolve a simple error that went from credits of total $127.42 to a charge to $329 on my acct. I have never worked with a company who every time I called could not fix the problem. Ever since I switched to Cox I have had nothing but problems with the customer service, billing and service. I was promised a 50 mbp but only receiving about 19-22 mbp. I would like someone from the corporate office to address this with a phone call.
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 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
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]
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]
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
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
[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
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
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.
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 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 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
[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]
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
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:
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 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]
I am just sick that I once again was lied to, deceived and cheated by Cox. I never received the 24 month contract. Cox once again found a deceptive way around price locks and contracts to receive more money from their loyal customers by attaching a specific charge under "surcharge fees." I don't watch sports and am sick that I'm being charged an additional $6.00 a month for a product I will never use. When I asked Jessica on 8-27-16 if my bill would increase under any circumstances ans she said NO, I actually believed her. This gives Cox the right to increase my bill under "other fees and surcharges" to any amount they want over the next 18 months. What is my recourse? My bill will increase by $20.00 in August of this year which I agreed to and I know Cox will find other ways to charge me more that they deem "legal"and I deem deceptive. I am so sick about being cheated and am stuck for another 18 months whether I can afford it or not! Why didn't Tammy explain this THOROUGHLY to me on 1-26-17 and when I first called. My bill has now increased by $7.00 a month and can at anytime increase much higher. Then in August of 2017 I'll be paying $27.00 more per month instead of the $20 I had budgeted for. It can go higher and higher when ever Cox chooses to be greedy! I am sad and sick that a company would engage in such deceptive business practices. Shame on you Cox! Doing business with you is sickening particularly with my history of poor product delivery for years and the many hours o fmine that you wasted sending technicians to my house to fix a broken product whether cable or internet.
I left a message at the number provided during the hours of operation that were listed. I am waiting for a call back.
Cox Communications finally did credit the amounts as of today 6/7/2016 after I called on 5/28 for a harrassing phone call that my service was being disconnected. I was told by Cox all credits would be applied. On May 31st, I called to see if the charges were credited and they actually went form $110 to $439. Cox for some reason applied $329 to my acct instead of the credit of $27.42. I was assured everything was ok. On Friday 6/3, I check my balance and it went back to $110 and the $27.43 was not yet credited. On June 4th, approx 9:00 pm, my services were disconnected due to their error on not crediting the amounts correctly and I was told that I would not be disconnected at all. I was on the phone for over a 1/2 hour trying to get it resolved. This was a month of phone calls trying to resolve a simple error that went from credits of total $127.42 to a charge to $329 on my acct. I have never worked with a company who every time I called could not fix the problem. Ever since I switched to Cox I have had nothing but problems with the customer service, billing and service. I was promised a 50 mbp but only receiving about 19-22 mbp. I would like someone from the corporate office to address this with a phone call.