We would like to thank the customer for taking the time to file her concerns regarding the disputed charges on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint, we reached...
out and spoke with our customer regarding the early termination fees for both the TV, Internet, and Phone contract as well as the [redacted] contract. After investigating, we found a sizable amount of the balance owed was due to be removed because of a lack of communication from our end with the TV, Internet, and Phone contract. We followed up with the client by phone to advise that the remaining balance on the account are correct as we have a signed contract agreeing to the charges. This information was left for the customer via voicemail along with our contact information so we can discuss any other concerns regarding this. 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. Thomas Executive Resolutions Cox 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.
We would like to thank the customer for taking the time to file his concerns regarding a recent credit inquiry. 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 made...
contact with our Fraud Investigation Department who is now actively working with the appropriate credit bureaus to ensure the disputed inquiry is removed. We have spoken with our customer directly as of 5/18/16 to advise him of this information and assured him a courtesy call will be made to him once we have confirmation the removal has been completed. We are confident the issue at hand has been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. George Executive Resolutions Cox Communications
December 16, 2015
Revdex.com rebuttal # [redacted]
We were sorry to hear that our customer was unsatisfied with our
response to your company.
Because we did not reach the client by phone on December 3, 2015,
we sent her an email directly on December 10, 2015, to explain that our sales
agent not only signed her up for the two year PLG (Price Lock Guarantee) but also
applied a temporary 12 month campaign to her account as well. After one year, the temporary discount ended,
causing her bill to go up by approximately $30.00. While the customer is unhappy that she is no
longer paying the lower rate as she did on the first year of service, we do not
have the option of reinstating the temporary campaign. Our agents can only offer our customers what
our Corporate Marketing Department makes available to us. Our Sales Agents do not have the option of
creating their own campaigns. We also
advised the customer that the addition of a temporary discount on top of the PLG
is not the norm, so was given the absolute best prices possible for one entire
year.
The consumer replied to our email on December 10, 2015, and
advised us that she disagrees with our findings and requests documentation to
support the rate change. Because we were
unable to reach the customer or leave a message for her today on her contact
number, we replied to her email and advised her that her May/June billing from
2013 detailed the PLG campaign details, and pointed out which services were
price protected. While we are no longer
able to print her billing from over two years ago, the details for our PLG is
listed on our website. The details can
be viewed at www.cox.com/arizona under
policies and Price Lock Guarantee Agreement, https://www.cox.com/aboutus/policies.html
We hope this information has been helpful to your office. We urge the customer to contact our Customer
Service Department should she decide to make changes to her account. Our friendly and helpful agents can be
reached at ###-###-####. Thank you.
Catherine Cox Communications Executive Offices /Arizona
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.
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
I spoke to Jesse on 1/12/2016. There does not seem to be a solution on Cox's part. Jesse said he will pass along the info in regards to my account stating online that is has unlimited local calling, but verbally he tells me it has 30 minutes. He also said that Vicky, a supervisor that I spoke with at Cox, who stated verbally that local means an 18 mile radius was incorrect. So I do not know who is correct since I can not verify anything online. It seems Cox is presenting themselves falsely. I am including the screenshot of my account services. It states my name at the top, because I logged in with my cox email and password. My phone services are at the bottom of the page. Well, I guess they are someone's phone services,and apparently not mine since I am told otherwise.
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
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]
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
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
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 her attempts to return her equipment to our office. We sincerely regret the inconvenience that she...
experienced with our company.
Upon receipt of this complaint, we performed a complete review of our customer’s account. We confirmed she requested and scheduled an equipment pick up but the equipment was never retrieved. Per the notes we were to contact the apartment manager to gain access to the apartment. This was incorrect information. We contacted the apartment manager to confirm the equipment was not in their office and if left behind in the apartment would have been discarded. Since this was an error on the part of Cox Communications and the customer was not advised correctly the equipment has been removed and charges reversed. We left a message for her acknowledging her request and to apologize for the charges. We also explained the equipment has been removed and the charges reversed.
We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she 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 their additional concerns regarding his Cox account and promotional discount. As a service oriented company we welcome the opportunity to address our customer’s concerns and feedback. Although attempts to reach our customer by telephone were unsuccessful, we were able to speak with our customer via e-mail following the receipt of this rebuttal. After making initial contact we received a copy of the advertisement in question from our customer and had one of our Sales Department Supervisors make direct contact with our customer in an attempt to honor the promotional offer they received. Regretfully, following this discussion our customer has advised us they have opted not to accept the promotional pricing discussed by our Sales Department Supervisor. While we understand our customer’s frustration, we would like to assure them that we will make every effort that their feedback regarding their experience is addressed with the appropriate leadership. Despite our customer advising us of their dissatisfaction with this experience, we truly hope to continue a positive business relationship with our customer moving forward. 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 Escalations Cox Communications
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
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]###-###-####
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.
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
Revdex.com Case #1[redacted] We would like to thank the customer for taking the time to file their 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 contacted our customer directly. Our...
client was disputing the installation charges for his security system. He advised us he had an offered installation price in writing. At our customer’s request we sent him an email of which he could reply to and send us the offer he had so we could research it. As of 10/31 we have not received a return email from our customer. Although our subscriber did not contact us, he did call our care center on 10/28 and was issued credit to his account for the disputed charges. 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[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 ###-###-####.
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 attempts to address and correct his billing. We sincerely regret the inconvenience that he...
experienced with our company.We contacted our customer and have addressed his concerns to a successful resolution. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he 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 her concerns regarding the disputed charges on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint, we reached...
out and spoke with our customer regarding the early termination fees for both the TV, Internet, and Phone contract as well as the [redacted] contract. After investigating, we found a sizable amount of the balance owed was due to be removed because of a lack of communication from our end with the TV, Internet, and Phone contract. We followed up with the client by phone to advise that the remaining balance on the account are correct as we have a signed contract agreeing to the charges. This information was left for the customer via voicemail along with our contact information so we can discuss any other concerns regarding this. 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. Thomas Executive Resolutions Cox 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.
We would like to thank the customer for taking the time to file his concerns regarding a recent credit inquiry. 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 made...
contact with our Fraud Investigation Department who is now actively working with the appropriate credit bureaus to ensure the disputed inquiry is removed. We have spoken with our customer directly as of 5/18/16 to advise him of this information and assured him a courtesy call will be made to him once we have confirmation the removal has been completed. We are confident the issue at hand has been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. George Executive Resolutions Cox Communications
December 16, 2015
Revdex.com rebuttal # [redacted]
We were sorry to hear that our customer was unsatisfied with our
response to your company.
Because we did not reach the client by phone on December 3, 2015,
we sent her an email directly on December 10, 2015, to explain that our sales
agent not only signed her up for the two year PLG (Price Lock Guarantee) but also
applied a temporary 12 month campaign to her account as well. After one year, the temporary discount ended,
causing her bill to go up by approximately $30.00. While the customer is unhappy that she is no
longer paying the lower rate as she did on the first year of service, we do not
have the option of reinstating the temporary campaign. Our agents can only offer our customers what
our Corporate Marketing Department makes available to us. Our Sales Agents do not have the option of
creating their own campaigns. We also
advised the customer that the addition of a temporary discount on top of the PLG
is not the norm, so was given the absolute best prices possible for one entire
year.
The consumer replied to our email on December 10, 2015, and
advised us that she disagrees with our findings and requests documentation to
support the rate change. Because we were
unable to reach the customer or leave a message for her today on her contact
number, we replied to her email and advised her that her May/June billing from
2013 detailed the PLG campaign details, and pointed out which services were
price protected. While we are no longer
able to print her billing from over two years ago, the details for our PLG is
listed on our website. The details can
be viewed at www.cox.com/arizona under
policies and Price Lock Guarantee Agreement, https://www.cox.com/aboutus/policies.html
We hope this information has been helpful to your office. We urge the customer to contact our Customer
Service Department should she decide to make changes to her account. Our friendly and helpful agents can be
reached at ###-###-####. Thank you.
Catherine Cox Communications Executive Offices /Arizona
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.
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
I spoke to Jesse on 1/12/2016. There does not seem to be a solution on Cox's part. Jesse said he will pass along the info in regards to my account stating online that is has unlimited local calling, but verbally he tells me it has 30 minutes. He also said that Vicky, a supervisor that I spoke with at Cox, who stated verbally that local means an 18 mile radius was incorrect. So I do not know who is correct since I can not verify anything online. It seems Cox is presenting themselves falsely. I am including the screenshot of my account services. It states my name at the top, because I logged in with my cox email and password. My phone services are at the bottom of the page. Well, I guess they are someone's phone services,and apparently not mine since I am told otherwise.
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
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]
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
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
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 her attempts to return her equipment to our office. We sincerely regret the inconvenience that she...
experienced with our company.
Upon receipt of this complaint, we performed a complete review of our customer’s account. We confirmed she requested and scheduled an equipment pick up but the equipment was never retrieved. Per the notes we were to contact the apartment manager to gain access to the apartment. This was incorrect information. We contacted the apartment manager to confirm the equipment was not in their office and if left behind in the apartment would have been discarded. Since this was an error on the part of Cox Communications and the customer was not advised correctly the equipment has been removed and charges reversed. We left a message for her acknowledging her request and to apologize for the charges. We also explained the equipment has been removed and the charges reversed.
We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she 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 their additional concerns regarding his Cox account and promotional discount. As a service oriented company we welcome the opportunity to address our customer’s concerns and feedback. Although attempts to reach our customer by telephone were unsuccessful, we were able to speak with our customer via e-mail following the receipt of this rebuttal. After making initial contact we received a copy of the advertisement in question from our customer and had one of our Sales Department Supervisors make direct contact with our customer in an attempt to honor the promotional offer they received. Regretfully, following this discussion our customer has advised us they have opted not to accept the promotional pricing discussed by our Sales Department Supervisor. While we understand our customer’s frustration, we would like to assure them that we will make every effort that their feedback regarding their experience is addressed with the appropriate leadership. Despite our customer advising us of their dissatisfaction with this experience, we truly hope to continue a positive business relationship with our customer moving forward. 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 Escalations Cox Communications
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
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]###-###-####
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.
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
Revdex.com Case #1[redacted] We would like to thank the customer for taking the time to file their 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 contacted our customer directly. Our...
client was disputing the installation charges for his security system. He advised us he had an offered installation price in writing. At our customer’s request we sent him an email of which he could reply to and send us the offer he had so we could research it. As of 10/31 we have not received a return email from our customer. Although our subscriber did not contact us, he did call our care center on 10/28 and was issued credit to his account for the disputed charges. 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[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 ###-###-####.
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 attempts to address and correct his billing. We sincerely regret the inconvenience that he...
experienced with our company.We contacted our customer and have addressed his concerns to a successful resolution. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]