We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Regrettably, we are unable to offer our customer a response regarding the Regional Sports Surcharge (RSS) to her satisfaction The RSS fee is a direct result of significant increases in rebroadcast fee’s. For this we do not have a discount to offset. In review of her account we can say that over the last 6 years we have been able to offer her 12 attractive discounts to assist her with her account pricing. This including her current promotion significantly discounting her services well below retail rate for 24 months. We believe in our product and the competitive pricing we offer. Additionally, we understand our customers have choices for providers for their entertainment needs. We appreciate the opportunity provided by the Revdex.com to respond and consider this complaint closed. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 the customer directly to address their concerns and provide a successful resolution.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
Dear [redacted],As a good faith gesture, I have removed the modem rental fee and updated it as a "purchased" modem. This will reduce your monthly rate by the $6.99 modem rental fee.Please feel free to contact me with any additional questions and/or concerns.Respectfully, Sylvia L. D[redacted]###-###-####
May 22, 2017, Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing with his service. Due to the concerns that he brought to the attention of your office, we contacted him directly to assist him. We were able to...
coordinate a visit with a member of our Field Team and ensure that the client was not charged for the service call. Our Technician was able to provide answers to the subscriber’s questions regarding speed and connectivity. As always, we thank the Revdex.com for the opportunity to assist a valued customer. Catherine/Cox Communications Executive Offices/ Arizona
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
[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]
We would like to thank the customer for taking the time to file his concerns regarding his account billing. 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 found that our...
Executive Escalations received this same complaint via an e-mail that was sent to our Company President on 6/1/16. Review of the account indicates that our Executive Escalations Department was able to locate the missing payments and have them applied to the correct account, in addition to waiving all late fees and reconnection fees that were billed to the account as a result of the missing payments. In addition, this information was shared directly with the account holder on 6/1/16 who confirmed with our Executive Escalations Department that the issues had been resolved to their satisfaction. 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 623-594-1000. Thank You. George Executive Resolutions Cox Communications
September 15, 2015 Revdex.com complaint # [redacted] -* [redacted] We were sorry to hear that a subscriber is unhappy with his services. Due to the concerns that the customer brought to your attention, we attempted to reach the customer by telephone to discuss...
the phone and internet concerns. While we were not able to reach him, we were able to leave a detailed message with our contact information. Although we have not received a call back from the customer, we have also reached out to him via email in hopes of coordinating an opportunity for our Field Leadership to address and schedule a time frame so we may perform the work needed to ensure he is receiving the services that he should. As always, we appreciate the opportunity to assist a valued client! Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
August 26, 2015—Revdex.com complaint [redacted] # [redacted] We were sorry that the customer was unhappy with our response to the Revdex.com. As the customer requests, we will attempt to contact her via email to assist her with her billing concerns. As always, we thank the Revdex.com for the opportunity to assist. [redacted]/Cox Communications Executive Offices/ Arizona
We want to thank Mr. [redacted] for taking the time to file his concern. In receipt of this complaint, Cox spoke with Mr. [redacted] and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
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 do not accept the response from Cox because it is untrue. There was no promotional discount from 7/15 to 7/16 (one year) and the additional $35.00 (a 30% increase of my bill) was not justified as I had not increased service or changed service and I received absolutely no communications from Cox concerning this. I had Cox for years before I bundled, with no "box". When I bundled, they told me the box was free forever. We did not want the box because we never needed one before, but Cox assured me that it was the best way to go and it was completely free forever: So we took it. (several issues here) My promotion ended on 7/15 NOT 7/16. After it expired, Cox ended my paper statements without my consent. A year later they withdrew 30% more from my account as I was on auto pay. This is a substantial increase for nothing! They did not communicate this to me. I am requesting a refund for the ~2 months of service that they increased substantially without contacting me. It would also be appropriate for them to refund the cost of what they now refer to as "rental" of the free box. This rental was never on my bill. This would amount to ~$8.50/month for 3+ years. Concerning what Cox is calling a "promotional discount" from 7/15 to 7/16, this is untrue. I did not negotiate any such deal with them. Their representative said their "system" did it. Sorry, but computers do not have brains. When my original promotion ended, over a year ago, there was never any such deal or promotion. And curiously, that is when their "system" (computer name=do_not_reply) stopped sending me statements. I was lucky to catch such an outrageous increase being withdrawn from my bank account. It certainly has a scam flavor to it in my opinion. I do like Cox technical service, so hoping to get this resolved.
Revdex.com #[redacted]We have contacted the customer directly to address their concerns, the customer was already contacted by the appropriate departments to resolve his complaint. 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
This is a ongoing problem and when you call in you get the same lies and no help I got told to call Jenny directly but she is not always in her office so what good would that do the voice mail tells you they wil call you back the next busnnies day but the truth is its when they get around to it and if then
TMarch 16, 2015 Revdex.com complaint # [redacted] [redacted] We were sorry to hear of the billing confusion that the customer experienced with her billing and refund. Due to the complaint filed with the Revdex.com, we contacted her directly on March 3...
and spoke to our Accounting Department the same day regarding the missing refund. We confirmed that the refund was processed and mailed to the customer on November 6, 2014 at her post office box. To date, the refund check has not been returned to us. We will follow up with the customer and ensure that she has received her check. If the customer has not received her refund check from us, our Accounting Department will put a stop payment on the missing refund and resend another check to her. We appreciate that the Revdex.com has given us an opportunity to assist our customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]
When the technician came to my apartment is was to install a new cable box since the old one was not working. I asked the technician then to check the broken connection in my bedroom & he removed the wall plate and said there were no broken wires that he could see but he made no attempt to check & see what the problem was nor to schedule a time to return and repair it.
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. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
February 3, 2017--Revdex.com complaint# [redacted] We were sorry to hear that the customer is unhappy with the cost of his services. Due to the complaint filed with your office, we contacted the client directly to address his concerns. We have advised the customer that our Sales...
Department will put him back on the package that he signed up for in October, which is Starter cable/app only, with the campaigns. We also agreed to backdate and adjust his billing to the lower rate for him as well. The customer has our contact information so he may call us directly with questions. This promotion lasts for one year. We hope this information is sufficient for closure to the concerns that the client brought to the attention of the Revdex.com. [redacted]/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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We’d like to thank our customer for reaching back out in regards to their prior concerns having not been fully addressed. We apologize that they were not taken care of at the time of our previous response. Upon receipt of the rebuttal, we reached back out to our customer. Our field had not yet followed up to complete the required work at the customer’s home. We apologized for the inconvenience and reached out to our field to get the work resolved. As of 1/21/17, the services have been corrected and are all up and running. I reached out to the customer today (1/23/17) to verify everything had been taken care of. The customer was thankful that everything had been addressed and had no further questions or concerns. We’d like to again thank our customer for reaching out to let us know that there was work remaining to be completed. As a customer service oriented company, we know that our success largely depends on our customer’s perception of our company. Once again, we would like to apologize for the frustration he has experienced. If he has any additional questions or concerns, our Customer Care Center can be reached at ###-###-####.
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Regrettably, we are unable to offer our customer a response regarding the Regional Sports Surcharge (RSS) to her satisfaction The RSS fee is a direct result of significant increases in rebroadcast fee’s. For this we do not have a discount to offset. In review of her account we can say that over the last 6 years we have been able to offer her 12 attractive discounts to assist her with her account pricing. This including her current promotion significantly discounting her services well below retail rate for 24 months. We believe in our product and the competitive pricing we offer. Additionally, we understand our customers have choices for providers for their entertainment needs. We appreciate the opportunity provided by the Revdex.com to respond and consider this complaint closed. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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 the customer directly to address their concerns and provide a successful resolution.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
Dear [redacted],As a good faith gesture, I have removed the modem rental fee and updated it as a "purchased" modem. This will reduce your monthly rate by the $6.99 modem rental fee.Please feel free to contact me with any additional questions and/or concerns.Respectfully, Sylvia L. D[redacted]###-###-####
May 22, 2017, Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing with his service. Due to the concerns that he brought to the attention of your office, we contacted him directly to assist him. We were able to...
coordinate a visit with a member of our Field Team and ensure that the client was not charged for the service call. Our Technician was able to provide answers to the subscriber’s questions regarding speed and connectivity. As always, we thank the Revdex.com for the opportunity to assist a valued customer. Catherine/Cox Communications Executive Offices/ Arizona
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
[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]
We would like to thank the customer for taking the time to file his concerns regarding his account billing. 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 found that our...
Executive Escalations received this same complaint via an e-mail that was sent to our Company President on 6/1/16. Review of the account indicates that our Executive Escalations Department was able to locate the missing payments and have them applied to the correct account, in addition to waiving all late fees and reconnection fees that were billed to the account as a result of the missing payments. In addition, this information was shared directly with the account holder on 6/1/16 who confirmed with our Executive Escalations Department that the issues had been resolved to their satisfaction. 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 623-594-1000. Thank You. George Executive Resolutions Cox Communications
September 15, 2015 Revdex.com complaint # [redacted] -* [redacted] We were sorry to hear that a subscriber is unhappy with his services. Due to the concerns that the customer brought to your attention, we attempted to reach the customer by telephone to discuss...
the phone and internet concerns. While we were not able to reach him, we were able to leave a detailed message with our contact information. Although we have not received a call back from the customer, we have also reached out to him via email in hopes of coordinating an opportunity for our Field Leadership to address and schedule a time frame so we may perform the work needed to ensure he is receiving the services that he should. As always, we appreciate the opportunity to assist a valued client! Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
August 26, 2015—Revdex.com complaint [redacted] # [redacted] We were sorry that the customer was unhappy with our response to the Revdex.com. As the customer requests, we will attempt to contact her via email to assist her with her billing concerns. As always, we thank the Revdex.com for the opportunity to assist. [redacted]/Cox Communications Executive Offices/ Arizona
We want to thank Mr. [redacted] for taking the time to file his concern. In receipt of this complaint, Cox spoke with Mr. [redacted] and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.
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 do not accept the response from Cox because it is untrue. There was no promotional discount from 7/15 to 7/16 (one year) and the additional $35.00 (a 30% increase of my bill) was not justified as I had not increased service or changed service and I received absolutely no communications from Cox concerning this. I had Cox for years before I bundled, with no "box". When I bundled, they told me the box was free forever. We did not want the box because we never needed one before, but Cox assured me that it was the best way to go and it was completely free forever: So we took it. (several issues here) My promotion ended on 7/15 NOT 7/16. After it expired, Cox ended my paper statements without my consent. A year later they withdrew 30% more from my account as I was on auto pay. This is a substantial increase for nothing! They did not communicate this to me. I am requesting a refund for the ~2 months of service that they increased substantially without contacting me. It would also be appropriate for them to refund the cost of what they now refer to as "rental" of the free box. This rental was never on my bill. This would amount to ~$8.50/month for 3+ years. Concerning what Cox is calling a "promotional discount" from 7/15 to 7/16, this is untrue. I did not negotiate any such deal with them. Their representative said their "system" did it. Sorry, but computers do not have brains. When my original promotion ended, over a year ago, there was never any such deal or promotion. And curiously, that is when their "system" (computer name=do_not_reply) stopped sending me statements. I was lucky to catch such an outrageous increase being withdrawn from my bank account. It certainly has a scam flavor to it in my opinion. I do like Cox technical service, so hoping to get this resolved.
Revdex.com #[redacted]We have contacted the customer directly to address their concerns, the customer was already contacted by the appropriate departments to resolve his complaint. 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
This is a ongoing problem and when you call in you get the same lies and no help I got told to call Jenny directly but she is not always in her office so what good would that do the voice mail tells you they wil call you back the next busnnies day but the truth is its when they get around to it and if then
TMarch 16, 2015 Revdex.com complaint # [redacted] [redacted] We were sorry to hear of the billing confusion that the customer experienced with her billing and refund. Due to the complaint filed with the Revdex.com, we contacted her directly on March 3...
and spoke to our Accounting Department the same day regarding the missing refund. We confirmed that the refund was processed and mailed to the customer on November 6, 2014 at her post office box. To date, the refund check has not been returned to us. We will follow up with the customer and ensure that she has received her check. If the customer has not received her refund check from us, our Accounting Department will put a stop payment on the missing refund and resend another check to her. We appreciate that the Revdex.com has given us an opportunity to assist our customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]
When the technician came to my apartment is was to install a new cable box since the old one was not working. I asked the technician then to check the broken connection in my bedroom & he removed the wall plate and said there were no broken wires that he could see but he made no attempt to check & see what the problem was nor to schedule a time to return and repair it.
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. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
February 3, 2017--Revdex.com complaint# [redacted] We were sorry to hear that the customer is unhappy with the cost of his services. Due to the complaint filed with your office, we contacted the client directly to address his concerns. We have advised the customer that our Sales...
Department will put him back on the package that he signed up for in October, which is Starter cable/app only, with the campaigns. We also agreed to backdate and adjust his billing to the lower rate for him as well. The customer has our contact information so he may call us directly with questions. This promotion lasts for one year. We hope this information is sufficient for closure to the concerns that the client brought to the attention of the Revdex.com. [redacted]/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 for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We’d like to thank our customer for reaching back out in regards to their prior concerns having not been fully addressed. We apologize that they were not taken care of at the time of our previous response. Upon receipt of the rebuttal, we reached back out to our customer. Our field had not yet followed up to complete the required work at the customer’s home. We apologized for the inconvenience and reached out to our field to get the work resolved. As of 1/21/17, the services have been corrected and are all up and running. I reached out to the customer today (1/23/17) to verify everything had been taken care of. The customer was thankful that everything had been addressed and had no further questions or concerns. We’d like to again thank our customer for reaching out to let us know that there was work remaining to be completed. As a customer service oriented company, we know that our success largely depends on our customer’s perception of our company. Once again, we would like to apologize for the frustration he has experienced. If he has any additional questions or concerns, our Customer Care Center can be reached at ###-###-####.