Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we have thoroughly reviewed our customers...
account. At the conclusion of our investigation we found that our customer’s rate increased when our recent nationwide rate change went into effect. This rate change was printed on his December 2015 and January 2016 statements. With this rate change his monthly internet rate increased from $66.99 to $73.99. To remain in good faith with our customer we have applied a 12 month promotion for $5 off per month. This promotion was added on 5/3/16 and is valid until 5/2/17. As an added courtesy we have waived his 2 late fees for a total credit of $10.00. This credit will print on his May 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
Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided....
Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by billing issues. We have attempted to directly contact the customer by telephone and email. The customer was given a contact number and email address for different ways to communicate with us. We have reviewed...
the account in regards to the pricing and additional charges. Once we have made contact with the customer, we can provide the updates and come to a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the 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 reached out to our...
customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Atari H. 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 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,
E[redacted]
We would like to thank the customer for taking the time to file their concerns regarding the balances owed for their former Cox account. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any frustrations. Upon...
receipt of this complaint, we were able to review the account in question with our Collections Department to gain a better understanding of the remarks being reported to our customer’s credit. After this research was completed, we do see that two amounts were submitted to collections, one for $229.59, and one for $719.00. Our research found the $719.00 remark was due to unreturned equipment charges for a cable receiver and modem that had not been received by our customer at the time it was reported to the credit bureaus. However, we do see the equipment has since been returned to us as of 3/09/16. With this in mind, our Collections Department has submitted a request to the appropriate credit bureaus to have this remark removed. Generally this process can take up to 30 days to be reflected on a credit report. In addition, our research also found the remark for the unpaid balance of $229.59 to be valid. Review of the account, payment history, and billing statements for the account in question found this balance of $229.59 to be for service rendered from 7/20/14 to 9/08/14 that we did not receive payment for. In order to have this remark updated on our customer’s credit report, they will need to pay this balance in full. Payments may be made by contacting our Care Center at [redacted]. Thank You. George S. Executive Resolutions Cox Communications
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding his recent experience. We sincerely regret the inconvenience that he experienced with our...
company.
Upon receipt of this complaint, we performed a complete review of our customer’s account and corrected the billing. We spoke with our customer and apologized for the inconvenience this has caused.
We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue.
Sincerely,
[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]
We would like to thank the customer for taking the time to file his concerns regarding the Cox Communications junction box adjacent to their property. 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 contacted our Construction and Planning Manager for our customer’s area to gain a better understanding of our customer’s concerns with the Cox owned junction box in question. Following our research, it was determined that a new junction box was not recently installed on our customer’s property and has been on the property for quite some time. Rather, during a repair appointment which took place for a neighboring Cox subscriber, a Cox technician accessed a pre-existing Cox owned junction box that was previously concealed from view due to environmental debris/vegetation. Due to the intentionally discrete model of junction box being used, it is understandable that our customer may not have realized it was on their property prior to being accessed by our technician. While we recognize our customer’s frustration, we must be transparent in stating that Cox Communications has followed all required easement ordinances asked of our company whenever installing or accessing a Cox owned junction box and as a result the junction box in question will not be relocated or removed. We truly appreciate our customer’s patience and understanding. 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 Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. According to our records, the Cox Collections Department made several attempts to contact the customer by telephone in May of 2012 before the account was assigned to a...
collections agency on 6/4/12. Notification letters were also mailed from Cox Communications to the customer on 5/17/12 and 5/26/12 in addition to the customer’s statements for May, June and July of 2012 which included the $59.57 balance. While the account was re-assigned to another collections agency in April of 2016, the $59.57 balance had remained the same from the collections agency it was originally assigned to in 2012. Lastly, although the customer agreed to pay the balance, the equipment charges may still be reversed if the customer is able to locate and return the equipment in question. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager
Revdex.com Case # [redacted]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 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region
August 2, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the trouble the client has been experiencing with her service and statement. Due to the concerns that she brought to the attention of your office, we contacted her directly to discuss the service and billing with...
her. Our Field Team met with the customer to ensure that she is receiving the type of service that she expects, deserves, and pays for. Our office will continue to work with the client and our Field Team to ensure that all of her account concerns are addressed. Thank you for the opportunity to address a valued client’s concerns. Catherine/ Cox Communications Executive Offices/ Arizona
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
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’d like to thank the customer for reaching back out to the Revdex.com because our first attempts at speaking were unsuccessful. We have emailed the customer back regarding his confusion with the approach the Revdex.com takes in regards to complaints. The customer does have our contact information and email address if he would like to speak with us.
Revdex.com Case # [redacted]We regret to hear of any inconvenience that our customer has experienced with our company. Initially Cox was unable to install the level of service requested until the appropriate corrections were addressed by the customer’s property management. During that time Cox provided...
a lower level of service and cost to allow temporary Internet access until the requested level of service could be installed correctly. The customer emailed us on 5/17/16 regarding the charges on his account. We left a voicemail and emailed him on 5/18/16 to advise this charge was an error and we corrected his account to reflect the right balance. We spoke to the customer directly on 5/20/16 to address his concerns and confirm that we have corrected the billing issue with their account. We have also advised the customer that we will be providing the appropriate steps to coach the agent.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We appreciate our customer taking the time to file their additional concerns regarding their former Cox account. As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns. Upon review of the account in question, we are able to confirm that the...
disconnection of service was completed as requested on 5/14/16. Once an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business days. When the equipment in question (Cable receiver and modem) were not returned within ten days of the disconnection, unreturned equipment fees totaling $401.57 were applied to the account. While the cable receiver has been returned as of 6/23/16, resulting in $269.88 in equipment charges being removed, the modem (serial number [redacted]) has yet to be returned to our company. Once the modem has been returned to Cox Communications, the remaining equipment fee of $131.69 will be removed from the account, which will leave the account with a zero balance. Our customer may return this equipment to any Cox Retail location, request to have a prepaid shipment box sent, or have a technician visit the home to pick up the equipment for a fee of $20.00. 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. George Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file her concerns regarding her request to disconnect cable services and her recent experience with our Customer Care Center. 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 review our customer’s account and confirm that their request to disconnect their Cox Cable television services was processed as of 6/14/16. With this in mind, our customer will no longer receive Cox Cable television service beyond 6/14/16. Additionally, we are truly sorry to hear of our customer’s frustration regarding their experience with our Customer Care Center and we would like to assure her that her feedback regarding the agent(s) she spoke with will be addressed with the appropriate leadership. We appreciate our customer’s patience and understanding and we are confident the issue at hand has 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. George Executive Resolutions Cox Communications
Revdex.com #[redacted]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 our customer directly and forwarded her concerns to the appropriate departments to provide a...
successful resolution. We appreciate the opportunity that the Revdex.com has given us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted] Region
We would like to thank the customer for taking the time to file her concerns regarding their account and experience with our customer service. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. After a...
detailed conversation with the customer, we have satisfactorily addressed all of her 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 ###-###-####. We appreciate the opportunity that the [redacted] has given to us to assist our customer. [redacted].Executive OfficesCox Communications
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we have thoroughly reviewed our customers...
account. At the conclusion of our investigation we found that our customer’s rate increased when our recent nationwide rate change went into effect. This rate change was printed on his December 2015 and January 2016 statements. With this rate change his monthly internet rate increased from $66.99 to $73.99. To remain in good faith with our customer we have applied a 12 month promotion for $5 off per month. This promotion was added on 5/3/16 and is valid until 5/2/17. As an added courtesy we have waived his 2 late fees for a total credit of $10.00. This credit will print on his May 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
Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided....
Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by billing issues. We have attempted to directly contact the customer by telephone and email. The customer was given a contact number and email address for different ways to communicate with us. We have reviewed...
the account in regards to the pricing and additional charges. Once we have made contact with the customer, we can provide the updates and come to a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the 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 reached out to our...
customer to address their concerns, however, our attempts to reach them have been unsuccessful. Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Atari H. 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 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,
E[redacted]
We would like to thank the customer for taking the time to file their concerns regarding the balances owed for their former Cox account. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any frustrations. Upon...
receipt of this complaint, we were able to review the account in question with our Collections Department to gain a better understanding of the remarks being reported to our customer’s credit. After this research was completed, we do see that two amounts were submitted to collections, one for $229.59, and one for $719.00. Our research found the $719.00 remark was due to unreturned equipment charges for a cable receiver and modem that had not been received by our customer at the time it was reported to the credit bureaus. However, we do see the equipment has since been returned to us as of 3/09/16. With this in mind, our Collections Department has submitted a request to the appropriate credit bureaus to have this remark removed. Generally this process can take up to 30 days to be reflected on a credit report. In addition, our research also found the remark for the unpaid balance of $229.59 to be valid. Review of the account, payment history, and billing statements for the account in question found this balance of $229.59 to be for service rendered from 7/20/14 to 9/08/14 that we did not receive payment for. In order to have this remark updated on our customer’s credit report, they will need to pay this balance in full. Payments may be made by contacting our Care Center at [redacted]. Thank You. George S. Executive Resolutions Cox Communications
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding his recent experience. We sincerely regret the inconvenience that he experienced with our...
company.
Upon receipt of this complaint, we performed a complete review of our customer’s account and corrected the billing. We spoke with our customer and apologized for the inconvenience this has caused.
We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue.
Sincerely,
[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]
We would like to thank the customer for taking the time to file his concerns regarding the Cox Communications junction box adjacent to their property. 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 contacted our Construction and Planning Manager for our customer’s area to gain a better understanding of our customer’s concerns with the Cox owned junction box in question. Following our research, it was determined that a new junction box was not recently installed on our customer’s property and has been on the property for quite some time. Rather, during a repair appointment which took place for a neighboring Cox subscriber, a Cox technician accessed a pre-existing Cox owned junction box that was previously concealed from view due to environmental debris/vegetation. Due to the intentionally discrete model of junction box being used, it is understandable that our customer may not have realized it was on their property prior to being accessed by our technician. While we recognize our customer’s frustration, we must be transparent in stating that Cox Communications has followed all required easement ordinances asked of our company whenever installing or accessing a Cox owned junction box and as a result the junction box in question will not be relocated or removed. We truly appreciate our customer’s patience and understanding. 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 Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. According to our records, the Cox Collections Department made several attempts to contact the customer by telephone in May of 2012 before the account was assigned to a...
collections agency on 6/4/12. Notification letters were also mailed from Cox Communications to the customer on 5/17/12 and 5/26/12 in addition to the customer’s statements for May, June and July of 2012 which included the $59.57 balance. While the account was re-assigned to another collections agency in April of 2016, the $59.57 balance had remained the same from the collections agency it was originally assigned to in 2012. Lastly, although the customer agreed to pay the balance, the equipment charges may still be reversed if the customer is able to locate and return the equipment in question. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager
Revdex.com Case # [redacted]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 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region
August 2, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the trouble the client has been experiencing with her service and statement. Due to the concerns that she brought to the attention of your office, we contacted her directly to discuss the service and billing with...
her. Our Field Team met with the customer to ensure that she is receiving the type of service that she expects, deserves, and pays for. Our office will continue to work with the client and our Field Team to ensure that all of her account concerns are addressed. Thank you for the opportunity to address a valued client’s concerns. Catherine/ Cox Communications Executive Offices/ Arizona
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
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’d like to thank the customer for reaching back out to the Revdex.com because our first attempts at speaking were unsuccessful. We have emailed the customer back regarding his confusion with the approach the Revdex.com takes in regards to complaints. The customer does have our contact information and email address if he would like to speak with us.
Revdex.com Case # [redacted]We regret to hear of any inconvenience that our customer has experienced with our company. Initially Cox was unable to install the level of service requested until the appropriate corrections were addressed by the customer’s property management. During that time Cox provided...
a lower level of service and cost to allow temporary Internet access until the requested level of service could be installed correctly. The customer emailed us on 5/17/16 regarding the charges on his account. We left a voicemail and emailed him on 5/18/16 to advise this charge was an error and we corrected his account to reflect the right balance. We spoke to the customer directly on 5/20/16 to address his concerns and confirm that we have corrected the billing issue with their account. We have also advised the customer that we will be providing the appropriate steps to coach the agent.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We appreciate our customer taking the time to file their additional concerns regarding their former Cox account. As a customer service oriented company we welcome the opportunity to resolve our customer’s concerns. Upon review of the account in question, we are able to confirm that the...
disconnection of service was completed as requested on 5/14/16. Once an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business days. When the equipment in question (Cable receiver and modem) were not returned within ten days of the disconnection, unreturned equipment fees totaling $401.57 were applied to the account. While the cable receiver has been returned as of 6/23/16, resulting in $269.88 in equipment charges being removed, the modem (serial number [redacted]) has yet to be returned to our company. Once the modem has been returned to Cox Communications, the remaining equipment fee of $131.69 will be removed from the account, which will leave the account with a zero balance. Our customer may return this equipment to any Cox Retail location, request to have a prepaid shipment box sent, or have a technician visit the home to pick up the equipment for a fee of $20.00. 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. George Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file her concerns regarding her request to disconnect cable services and her recent experience with our Customer Care Center. 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 review our customer’s account and confirm that their request to disconnect their Cox Cable television services was processed as of 6/14/16. With this in mind, our customer will no longer receive Cox Cable television service beyond 6/14/16. Additionally, we are truly sorry to hear of our customer’s frustration regarding their experience with our Customer Care Center and we would like to assure her that her feedback regarding the agent(s) she spoke with will be addressed with the appropriate leadership. We appreciate our customer’s patience and understanding and we are confident the issue at hand has 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. George Executive Resolutions Cox Communications
Revdex.com #[redacted]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 our customer directly and forwarded her concerns to the appropriate departments to provide a...
successful resolution. We appreciate the opportunity that the Revdex.com has given us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted] Region
We would like to thank the customer for taking the time to file her concerns regarding their account and experience with our customer service. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns. After a...
detailed conversation with the customer, we have satisfactorily addressed all of her 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 ###-###-####. We appreciate the opportunity that the [redacted] has given to us to assist our customer. [redacted].Executive OfficesCox Communications
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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]