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.We have contacted the customer directly to address their concerns and 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. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. ...
Upon reviewing their concerns, we reviewed our records and confirmed that the original modem fully supported their subscribed Internet speeds at the time of purchase. When Cox increased the Internet speeds in 2013, several notifications were sent to customers about the equipment needed to receive the new speeds. Since the increase in 2013, Cox further increased the speeds in 2014 and again in April of 2016. While we certainly recognize their frustration, it is the responsibility of our customers to notify us should they have concerns with their services. Due to our customer’s tenure with us, we have applied a $64.00 goodwill adjustment to the account. This amount is to reflect the cost of our 15 Mbps package over a two month period. 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 for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com complaint [redacted]
*
We were sorry to hear of the difficulty that the customer experienced
with our Accounting Department and their bill.
Due to the concerns that the customer brought to the attention of your
office, we contacted the client directly to assist. We have...
been in close contact with the
subscribers and we ensured that the appropriate refund was processed.
As always, thank you for the opportunity to assist a valued
client!
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 on 5/27/16 and 6/2/16. 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
Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention. We have advised our Damage Claims adjuster of the additional concerns our client has. As stated in our previous response, our customer will need to work directly with our Damage Claims adjuster for any compensation she is requesting. Our office was able to confirm that our Damage Claims adjuster did verify the cost our customer paid for the thermostats. They have contacted her directly through email and are awaiting her response so reimbursement can be made. Once again, we would like to apologize for the frustration that our customer has experienced. Thank you for your time and consideration in closing this complaint. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with our company. We have contacted the customer directly to address their concerns. At this time we are currently...
working with our Marketing Department regarding their inquiry but we are confident we will be able to provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello,Please be advised that I find Cox's response to be unacceptable and lacking the complete truth. I played phone tag with Cox on several occasions. The first person that called me from the business did not leave a last name or a contact number. When I returned the call, the representative could not locate the name of the person that called.The second person that called was kind enough to leave a contact number. Since I have been the victim of constant harassment and fraud, I called cox directly to ensure I was in fact working with Cox. The young lady that answered verified that the person worked at the company, but could not transfer me to his voicemail. I will say the representative that claimed he worked at the executive office and I played phone tag on several occasions. At this point, I would prefer to communicate with Cox through the Revdex.com.I filed a complaint with he EEOC on January 29, 2015 against my former employer The Vanguard Group for Racial discrimination and Retaliation for filing the complaint. I also filed a complaint with the EEOC on April 29, 2015 for discrimination based on disability and National Origin. Since the complaints have been filed, I have been severely harassed online. I have reason to believe that a member of law enforcement or an attorney has been working with a cox executive to permit the abuse I have experienced in working with Cox. The purpose of the harassment is not only to punish me for making a lawful complaint, but to prevent me from submitting evidence to the appropriate government agencies. If a police officer or an attorney was involved, they would of course not be acting within the confine of the law by obstructing justice. The following are some of the experiences I have had with Cox representatives or account-When logging into my Cox account, I am redirected to IDM east or IDM west.-Emails that I send to my account are significantly delayed. If I send an email to my cox account from my cox email. It has taken as long as a day to receive it.-Sometime in February I reported that my sent emails were not being recorded. This is odd since the default for all emails is to record sent emails. This resulted in two very important emails that I sent to the EEOC not being recorded in my email history. When I called Cox initially, I was told that the issue could not be fixed. After escalating to a manager I was able to see sent emails.- I sent an email to the EEOC with a document containing a derogatory term that was used to describe me online. I selected the appropriate settings to ensure that I had a return receipt when the email was read. The representative from the EEOC called to confirm that he received the email, but there was no receipt in my cox inbox. In fact, to date, not matter how much I change the settings, I do not receive a confirmation receipt.- I sent a document to the EEOC and when I checked my sent folder the document was missing from the email.-One of the threats Vanguard made was to cause me finiancial harm. To fabricate a story, I have had tremendous difficulty setting up auto pay on my account. Despite being told that this option is enabled, I repeatedly have to call to make a payment. At times, I have been randomly sent to the collections department.Lastly, I have been robbed of all my constitutional rights and instead treated as a slave. Whether it is a law enforcement agent or an attorney leading the harassment effort on behalf of Vanguard, I am monitored via video in the privacy of my home. I have made frequent calls to Cox for password assistance. All os the temporary passwords that have been provided describe personal information, such as where I shop,went or a recent activity that I have done in my house. One password described an embarrassing intimate sexual act.First, I am asking Cox to investigate the claims that I am making. Second, I am asking that the harassment stop. Third, I am asking that the parties involved be revealed and held accountable. I would also like to hear what restitution Cox feels is appropriate. I would prefer that this matter be resolved promptly and privately. I will need to mention the incidents listed above to other Government agencies only because I need to provide a detailed document of all the incidents of discrimination and retaliation that has occured. I reiterate that I have no motive to cause unecessary public disruption to your business. Please respond directly to the Revdex.com with any information that I can assist you with to complete a speedy investigation.Thanks you kindly.
Regards,
[redacted]
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 installation fees that have been billed to your account.Our records show that on February 12, 2016,...
$104 of the installation credits were applied to your account. Today (February 22, 2016), I have issued the remaining $50.00. These credits will reflect on your next billing statement.Please accept our apologies for the frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]
October 23, 2015Revdex.com complaint #[redacted]. –[redacted]
We were sorry to hear that our customer experienced confusion on her billing. Due to the concerns that the subscriber brought to your office, we attempted to contact her on two different occasions, to no avail.While we did confirm on...
our message that her refund will be processed, the customer is aware that the billing incurred with us will still have to be paid. The subscriber stated in her documentation to your office that our company signed her up for automatic payment and cable service without her knowledge or request. We would like to point out that without a request, as well as authorization with a PIN: or last four of SS number from the customer, we are not able to sign up any subscriber for service or Easy Pay. Because the customer did not answer her phone or return our calls, we suggest that she call our Customer Service Department at her convenience for assistance on her account. Any one of our trained and knowledgeable agents can help and explain the bill, balance owed, rate going forward, etc. We can be reached at [redacted] We hope this information has been helpful to your office. Catherine/Cox Communications Executive Offices/ Arizona
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 #11590416 We would like to thank the Revdex.com for bringing our customers additional concerns to our attention. Please know that we have forwarded our customer’s experience and feedback to the DSR’s leader for further review. We are sorry for the frustration this experience has caused our customer. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear of the internet service issues our customer has experienced. We scheduled to have a field technician go to our client’s home on January 31, 2016, to address the issues brought to the attention of your office. Once we are able to...
make contact with our customer to follow up from his recent service call we can address any further concerns he may have for a successful resolution. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their service issues. It is certainly not our intention to cause any frustration. We attempted to contact our customer on 9/27/16 and 9/30/16 to no avail. Because our customer’s...
concerns were service related, we apprised our Field Team Leaders of his concerns and they have reached directly out to our customer as well. Once contact is made with our customer we will be happy to assist him in getting resolution to his service 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. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns...
with their account billing, we were able to make contact with them on 7/7/15 to address the issues at hand. During our conversation with our customer we were able to come to an agreement to waive the disputed service charge and apply a courtesy adjustment for our customer’s inconvenience. We are confident that the issue at hand has now 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. [redacted]Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file their concerns regarding their account refund. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns...
with their account refund, we did attempt to reach them at the telephone number they provided to us to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding their Cox Digital Telephone services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of...
this complaint, we are able to confirm that the letter our customer mentioned they mailed was received by our Customer Care Center who processed their requested service disconnection as of 9/29/16. As a courtesy, we have adjusted the account to backdate the disconnection to 9/21/16 as our customer has requested which has brought the final balance to $12.13. Additionally, a prepaid return shipping package has been mailed to our customer’s home for the return of their Cox owned modem. We are truly sorry to see our customer has opted to choose another provider and hope that they will consider Cox Communications for their services in the future. 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
[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 Case # [redacted] The Cox representative quoted our customer a new monthly rate of $205.50 after a total of $114.46 in discounts. We explained to the customer that the $114.46 amount was based off the a la carte rate. We are sorry to hear that our customer is not satisfied with the information we have provided but her monthly rate is accurate to what the representative had quoted during the call. At this time we have done all we can do to assist our customer regarding her concerns. Sincerely, Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
I received the return box but I am not paying for that month. I had [redacted]. I cancelled with you guys. You cannot prove that I didn't cancel and I know I cancelled and I mailed a letter after I started getting calls from you. So it is not we just say you owe it pay it. You have to PROVE it and I was not using your services at that time. I have been with ACN ([redacted] provider) for months now. I am not paying what I dont owe. I did get your box FINALLY after filing this.
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 contacted the customer directly on 9/13/16 and verified that the appropriate adjustment had...
been applied prior to the interruption but unfortunately it did not appear to have been communicated to her as she was advised. Due to the situation, we applied additional adjustments to satisfy the fees she incurred for the interruption as well as a courtesy credit for the experience. We want to assure our customer that we respect their feedback and that the appropriate coaching will be provided for the representatives involved. 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. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and 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. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. ...
Upon reviewing their concerns, we reviewed our records and confirmed that the original modem fully supported their subscribed Internet speeds at the time of purchase. When Cox increased the Internet speeds in 2013, several notifications were sent to customers about the equipment needed to receive the new speeds. Since the increase in 2013, Cox further increased the speeds in 2014 and again in April of 2016. While we certainly recognize their frustration, it is the responsibility of our customers to notify us should they have concerns with their services. Due to our customer’s tenure with us, we have applied a $64.00 goodwill adjustment to the account. This amount is to reflect the cost of our 15 Mbps package over a two month period. 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 for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com complaint [redacted]
*
We were sorry to hear of the difficulty that the customer experienced
with our Accounting Department and their bill.
Due to the concerns that the customer brought to the attention of your
office, we contacted the client directly to assist. We have...
been in close contact with the
subscribers and we ensured that the appropriate refund was processed.
As always, thank you for the opportunity to assist a valued
client!
Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number...
provided on 5/27/16 and 6/2/16. 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
Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention. We have advised our Damage Claims adjuster of the additional concerns our client has. As stated in our previous response, our customer will need to work directly with our Damage Claims adjuster for any compensation she is requesting. Our office was able to confirm that our Damage Claims adjuster did verify the cost our customer paid for the thermostats. They have contacted her directly through email and are awaiting her response so reimbursement can be made. Once again, we would like to apologize for the frustration that our customer has experienced. Thank you for your time and consideration in closing this complaint. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with our company. We have contacted the customer directly to address their concerns. At this time we are currently...
working with our Marketing Department regarding their inquiry but we are confident we will be able to provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hello,Please be advised that I find Cox's response to be unacceptable and lacking the complete truth. I played phone tag with Cox on several occasions. The first person that called me from the business did not leave a last name or a contact number. When I returned the call, the representative could not locate the name of the person that called.The second person that called was kind enough to leave a contact number. Since I have been the victim of constant harassment and fraud, I called cox directly to ensure I was in fact working with Cox. The young lady that answered verified that the person worked at the company, but could not transfer me to his voicemail. I will say the representative that claimed he worked at the executive office and I played phone tag on several occasions. At this point, I would prefer to communicate with Cox through the Revdex.com.I filed a complaint with he EEOC on January 29, 2015 against my former employer The Vanguard Group for Racial discrimination and Retaliation for filing the complaint. I also filed a complaint with the EEOC on April 29, 2015 for discrimination based on disability and National Origin. Since the complaints have been filed, I have been severely harassed online. I have reason to believe that a member of law enforcement or an attorney has been working with a cox executive to permit the abuse I have experienced in working with Cox. The purpose of the harassment is not only to punish me for making a lawful complaint, but to prevent me from submitting evidence to the appropriate government agencies. If a police officer or an attorney was involved, they would of course not be acting within the confine of the law by obstructing justice. The following are some of the experiences I have had with Cox representatives or account-When logging into my Cox account, I am redirected to IDM east or IDM west.-Emails that I send to my account are significantly delayed. If I send an email to my cox account from my cox email. It has taken as long as a day to receive it.-Sometime in February I reported that my sent emails were not being recorded. This is odd since the default for all emails is to record sent emails. This resulted in two very important emails that I sent to the EEOC not being recorded in my email history. When I called Cox initially, I was told that the issue could not be fixed. After escalating to a manager I was able to see sent emails.- I sent an email to the EEOC with a document containing a derogatory term that was used to describe me online. I selected the appropriate settings to ensure that I had a return receipt when the email was read. The representative from the EEOC called to confirm that he received the email, but there was no receipt in my cox inbox. In fact, to date, not matter how much I change the settings, I do not receive a confirmation receipt.- I sent a document to the EEOC and when I checked my sent folder the document was missing from the email.-One of the threats Vanguard made was to cause me finiancial harm. To fabricate a story, I have had tremendous difficulty setting up auto pay on my account. Despite being told that this option is enabled, I repeatedly have to call to make a payment. At times, I have been randomly sent to the collections department.Lastly, I have been robbed of all my constitutional rights and instead treated as a slave. Whether it is a law enforcement agent or an attorney leading the harassment effort on behalf of Vanguard, I am monitored via video in the privacy of my home. I have made frequent calls to Cox for password assistance. All os the temporary passwords that have been provided describe personal information, such as where I shop,went or a recent activity that I have done in my house. One password described an embarrassing intimate sexual act.First, I am asking Cox to investigate the claims that I am making. Second, I am asking that the harassment stop. Third, I am asking that the parties involved be revealed and held accountable. I would also like to hear what restitution Cox feels is appropriate. I would prefer that this matter be resolved promptly and privately. I will need to mention the incidents listed above to other Government agencies only because I need to provide a detailed document of all the incidents of discrimination and retaliation that has occured. I reiterate that I have no motive to cause unecessary public disruption to your business. Please respond directly to the Revdex.com with any information that I can assist you with to complete a speedy investigation.Thanks you kindly.
Regards,
[redacted]
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 installation fees that have been billed to your account.Our records show that on February 12, 2016,...
$104 of the installation credits were applied to your account. Today (February 22, 2016), I have issued the remaining $50.00. These credits will reflect on your next billing statement.Please accept our apologies for the frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]
October 23, 2015Revdex.com complaint #[redacted]. –[redacted]
We were sorry to hear that our customer experienced confusion on her billing. Due to the concerns that the subscriber brought to your office, we attempted to contact her on two different occasions, to no avail.While we did confirm on...
our message that her refund will be processed, the customer is aware that the billing incurred with us will still have to be paid. The subscriber stated in her documentation to your office that our company signed her up for automatic payment and cable service without her knowledge or request. We would like to point out that without a request, as well as authorization with a PIN: or last four of SS number from the customer, we are not able to sign up any subscriber for service or Easy Pay. Because the customer did not answer her phone or return our calls, we suggest that she call our Customer Service Department at her convenience for assistance on her account. Any one of our trained and knowledgeable agents can help and explain the bill, balance owed, rate going forward, etc. We can be reached at [redacted] We hope this information has been helpful to your office. Catherine/Cox Communications Executive Offices/ Arizona
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 #11590416 We would like to thank the Revdex.com for bringing our customers additional concerns to our attention. Please know that we have forwarded our customer’s experience and feedback to the DSR’s leader for further review. We are sorry for the frustration this experience has caused our customer. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear of the internet service issues our customer has experienced. We scheduled to have a field technician go to our client’s home on January 31, 2016, to address the issues brought to the attention of your office. Once we are able to...
make contact with our customer to follow up from his recent service call we can address any further concerns he may have for a successful resolution. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their service issues. It is certainly not our intention to cause any frustration. We attempted to contact our customer on 9/27/16 and 9/30/16 to no avail. Because our customer’s...
concerns were service related, we apprised our Field Team Leaders of his concerns and they have reached directly out to our customer as well. Once contact is made with our customer we will be happy to assist him in getting resolution to his service 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. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns...
with their account billing, we were able to make contact with them on 7/7/15 to address the issues at hand. During our conversation with our customer we were able to come to an agreement to waive the disputed service charge and apply a courtesy adjustment for our customer’s inconvenience. We are confident that the issue at hand has now 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. [redacted]Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file their concerns regarding their account refund. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns...
with their account refund, we did attempt to reach them at the telephone number they provided to us to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding their Cox Digital Telephone services. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt of...
this complaint, we are able to confirm that the letter our customer mentioned they mailed was received by our Customer Care Center who processed their requested service disconnection as of 9/29/16. As a courtesy, we have adjusted the account to backdate the disconnection to 9/21/16 as our customer has requested which has brought the final balance to $12.13. Additionally, a prepaid return shipping package has been mailed to our customer’s home for the return of their Cox owned modem. We are truly sorry to see our customer has opted to choose another provider and hope that they will consider Cox Communications for their services in the future. 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
[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 Case # [redacted] The Cox representative quoted our customer a new monthly rate of $205.50 after a total of $114.46 in discounts. We explained to the customer that the $114.46 amount was based off the a la carte rate. We are sorry to hear that our customer is not satisfied with the information we have provided but her monthly rate is accurate to what the representative had quoted during the call. At this time we have done all we can do to assist our customer regarding her concerns. Sincerely, Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
I received the return box but I am not paying for that month. I had [redacted]. I cancelled with you guys. You cannot prove that I didn't cancel and I know I cancelled and I mailed a letter after I started getting calls from you. So it is not we just say you owe it pay it. You have to PROVE it and I was not using your services at that time. I have been with ACN ([redacted] provider) for months now. I am not paying what I dont owe. I did get your box FINALLY after filing this.
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 contacted the customer directly on 9/13/16 and verified that the appropriate adjustment had...
been applied prior to the interruption but unfortunately it did not appear to have been communicated to her as she was advised. Due to the situation, we applied additional adjustments to satisfy the fees she incurred for the interruption as well as a courtesy credit for the experience. We want to assure our customer that we respect their feedback and that the appropriate coaching will be provided for the representatives involved. 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. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region