July 5, 2016—Revdex.com Complaint # [redacted]—[redacted] We were sorry to hear that the customer is unhappy with our company. Due to the concerns that were brought to the attention of the Revdex.com, a thorough review has been completed on the account. The customer states that she has...
experienced constant service issues with her cable and data. The customer also said in her complaint to your office that she did not want to schedule a service call with our company, due to the possibility of a fee. Our records confirm that the last service call on record for the client was in July of 2015. Notations on the account also confirms that our Technical Support Team did advise the client the possibility of a service call fee, as our agents are required. While our goal is to solve all technical problems over the phone, some issues can only be resolved at the home with a service technician. All of our subscribers have the option of signing up for our CSPP (Customer Service Protection plan) which guarantees that NO service charges will be incurred by the client. Because of the problems that the customer is having, we do suggest that the subscriber contact our Customer Service Team at [redacted] and schedule a service call. We would like the opportunity to solve and resolve the issues that the customer has brought to the attention of your office. We hope this information has been helpful! Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file her concerns regarding their account. 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 billing 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 Revdex.com has given to us to assist our customer. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Hi Revdex.com and Cox. I spoke with Cox management. Very cordial conversation. My computer is still not up to 100% but it is not for Cox lack of trying. I will call Cox management with further communications. My preference is to work with expert tech Charles who resides in Florida for future tech work. I am saying (sarcastically of course) that there may be such a thing as a haunted computer. I thank you and Cox for your responses. I have no further issue with Cox as long as they try if a huge matter occurs. I am assuming my $100 fee for tech support will be honored until I am pleased. [redacted]
As always, we appreciate the opportunity to address our client’s concerns. We want to assure your office as well as the customer that appropriate coaching and follow up has been completed with the agents in question. Our Leadership has thoroughly investigated the account concerns that the subscriber brought up in her Revdex.com complaint. While we cannot share specific details of the follow up, we do appreciate the time that the customer has taken to let us know “how we are doing.“ The billing and balance as well as the fees charged to the customer were discussed in detail with her as well. We hope this additional information provided will be acceptable for closure to this complaint.
September 1, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the trouble the customer experienced with our company. Due to the billing concerns that the customer brought to your attention, we contacted him directly to assist him with the questions regarding his...
refund. The client has our direct contact information; we will continue to work with him and ensure his account statement and bill is correct. As always, we appreciate the opportunity to assist a customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by equipment charges from an older account. We have reached out directly to the customer and came to a successful resolution. Thank you for your time and consideration. [redacted]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 his attempt to expunge negative credit information reported to the credit reporting agencies. We...
sincerely regret the inconvenience that he experienced with our company.We have worked with our customer and were able to address his concerns to a successful resolution.We want our customer to know that we apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]
January 18, 2015
Revdex.com complaint # [redacted]—Amanda L[redacted]
We were sorry to hear of the confusion that the customer experienced
with her account and billing.
While the client did not provide a contact number on her
documentation to your office, we did attempt to reach the consumer by...
her home
phone. While we did not reach her, we were
able to leave a message on January 12, 2016.
We have also attempted to contact the subscriber via email to advise her
that we can be contacted directly for further assistance on her concern.
As always, we appreciate the opportunity to assist a
customer.
Catherine/ Cox Communications Executive Offices/ Arizona
December 22, 2016—Revdex.com rebuttal # [redacted]—[redacted] We were sorry to hear that the customer was not satisfied with our first response to your office. While the customer stated in her rebuttal that we did not call her, messages were left at her contact number on December 13 and December 20, 2016. Due to her follow up to your office, our Field Leadership Team has reached out to the client today to schedule and coordinate a visit to her home. We offered to meet with the client today, but she has advised us that a day next week will work better for her schedule. We will continue to work with the customer to ensure her service issues are addressed and all of her questions are answered. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
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]
This is as standard response that does not address the issue of the data usage cap amount, rollover data or no unlimited plan. Cox did not address lowering the 300/20 plan data from 2TB to 1TB or the elimination of the 150 or 50mbps plan. This is a rubber stamp to shut people up.
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]
March 3, 2016 Revdex.com complaint [redacted] We were sorry to hear that the customer is not happy with the rates that they are paying for service. Due to the concerns that were brought to the attention of your office, we completed a thorough review on the account. Our records...
confirm that the customers were on a temporary marketing promotion which gave them Internet service for one year, for $34.99 per month. This campaign was in effect from December 17, 2014 through December 16, 2015. While the customer would like to receive discounted rates without end, the temporary promotion only lasted one year. Review of the billing indicates that the charges on the statement are correct. Should the accountholder or the authorized user wish to make changes to their account, they may call our Customer Service Team locally at [redacted] for assistance. The clients are not locked into an agreement with our company, and may make changes or disconnect their service at any time. We hope this information has been helpful to your office. Thank you for the opportunity to address the concerns that the subscriber brought to your attention. Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer. We made contact with her on 8/12/16 and went over her complaint. We welcome all of her feedback and suggestions to improve our service and processes. We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately. 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.comSandra C[redacted]
15739 E Mustang Dr
Fountain Hills AZ 85268
RE: Complaint ID # [redacted]
Dear Sandra Clark :
This message is in regard to your complaint submitted on 8/8/2016 against Cox Communications, Inc.. Your complaint was assigned ID [redacted]
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer. We made contact with her on 8/12/16 and went over her complaint. We welcome all of her feedback and suggestions to improve our service and processes. We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately. 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[redacted]Cox Communications, Inc. 1550 W Deer Valley Rd Phoenix AZ 85027 Re: ID # [redacted] - Sandra C[redacted] Dear [redacted]:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified Sandra C[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer. Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website. Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com
Revdex.comSandra C[redacted] 15739 E Mustang Dr Fountain Hills AZ 85268 Re: ID # [redacted]- Cox Communications, Inc.Dear Sandra C[redacted] ,We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,Yesenia Villegas| Your Revdex.comMESSAGE FROM BUSINESS:Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer. We made contact with her on 8/12/16 and went over her complaint. We welcome all of her feedback and suggestions to improve our service and processes. We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding credits due her. 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 clients account and upon speaking...
with Ms, [redacted] we were able to determine she is due a refund of $54.16. We have escalated to our accounting department to assure her refund will be processed as soon as possible and we will continue to be in contact with the customer through resolve. 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. Sharon / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. The payment in question was made through our automated telephone system which allows customers to input...
information associated with their Cox account to make a payment. No account verification is required. The card holder of said payment contacted Cox the day the payment was processed in our system. After receiving the required documentation, the payment was transferred to their account the following week. No charges were applied to either account for the payment transfer. On July 24th, 2015, we spoke with the customer to address their concerns. We advised the customer that their current balance, which includes several months of Cox services with lack of payment, is valid. As a courtesy to the customer, we offered and applied a one-time adjustment for their time, inconvenience and any negative impact to their family as a result of the payment. We advised the customer the new balance amount owed to restore their Cox services which they agreed to pay in full at their convenience. During that time it was to our understanding that the customer understood our position regarding their complaint and that no further compensation would be provided. As we have already advised the customer last July, there is no justification for Cox to remove the balance as the charges are valid. While we regret to hear that our customer feels their complaint is unresolved, we feel that the compensation we have already provided has been more than generous. Should the customer need any assistance with restoring their Cox services, we will be more than happy to assist. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]
[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]
December 10, 2015
Revdex.com complaint # [redacted]
[redacted]
We were sorry to hear of the confusion that the customer experienced
with her account.
Due to the concerns that the customer brought to the
attention of your company, we contacted...
her directly to give her a detailed
explanation of her billing and promotions.
While our company protects our customer’s privacy and we won’t share the
details on a publicly posted website, we verified the promotion s via email to
the customer.
As always, we appreciate the opportunity to address our
customers concerns. Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona
We are sorry to hear our customer was having technical issues with her Cox services. We have attempted to directly contact the account holder of this location by email and telephone. The contact for the complaint is not currently listed on the account and we are not able to go over account...
information due to customer privacy. If there are service issues, we do need the opportunity to go to the location to have a technician review the equipment and signals. There are times that a service call would have a service fee; however, there are also reasons why our customers are not charged for service calls. Once we made contact with the account, we can work towards a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company. As of 5/31/16, our Payment Research Department has processed the refund and our customer can...
expect to have these funds available within 48 hours. Thank you for your time and consideration. [redacted] W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
July 5, 2016—Revdex.com Complaint # [redacted]—[redacted] We were sorry to hear that the customer is unhappy with our company. Due to the concerns that were brought to the attention of the Revdex.com, a thorough review has been completed on the account. The customer states that she has...
experienced constant service issues with her cable and data. The customer also said in her complaint to your office that she did not want to schedule a service call with our company, due to the possibility of a fee. Our records confirm that the last service call on record for the client was in July of 2015. Notations on the account also confirms that our Technical Support Team did advise the client the possibility of a service call fee, as our agents are required. While our goal is to solve all technical problems over the phone, some issues can only be resolved at the home with a service technician. All of our subscribers have the option of signing up for our CSPP (Customer Service Protection plan) which guarantees that NO service charges will be incurred by the client. Because of the problems that the customer is having, we do suggest that the subscriber contact our Customer Service Team at [redacted] and schedule a service call. We would like the opportunity to solve and resolve the issues that the customer has brought to the attention of your office. We hope this information has been helpful! Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file her concerns regarding their account. 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 billing 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 Revdex.com has given to us to assist our customer. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Hi Revdex.com and Cox. I spoke with Cox management. Very cordial conversation. My computer is still not up to 100% but it is not for Cox lack of trying. I will call Cox management with further communications. My preference is to work with expert tech Charles who resides in Florida for future tech work. I am saying (sarcastically of course) that there may be such a thing as a haunted computer. I thank you and Cox for your responses. I have no further issue with Cox as long as they try if a huge matter occurs. I am assuming my $100 fee for tech support will be honored until I am pleased. [redacted]
As always, we appreciate the opportunity to address our client’s concerns. We want to assure your office as well as the customer that appropriate coaching and follow up has been completed with the agents in question. Our Leadership has thoroughly investigated the account concerns that the subscriber brought up in her Revdex.com complaint. While we cannot share specific details of the follow up, we do appreciate the time that the customer has taken to let us know “how we are doing.“ The billing and balance as well as the fees charged to the customer were discussed in detail with her as well. We hope this additional information provided will be acceptable for closure to this complaint.
September 1, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the trouble the customer experienced with our company. Due to the billing concerns that the customer brought to your attention, we contacted him directly to assist him with the questions regarding his...
refund. The client has our direct contact information; we will continue to work with him and ensure his account statement and bill is correct. As always, we appreciate the opportunity to assist a customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]
[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by equipment charges from an older account. We have reached out directly to the customer and came to a successful resolution. Thank you for your time and consideration. [redacted]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 his attempt to expunge negative credit information reported to the credit reporting agencies. We...
sincerely regret the inconvenience that he experienced with our company.We have worked with our customer and were able to address his concerns to a successful resolution.We want our customer to know that we apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]
January 18, 2015
Revdex.com complaint # [redacted]—Amanda L[redacted]
We were sorry to hear of the confusion that the customer experienced
with her account and billing.
While the client did not provide a contact number on her
documentation to your office, we did attempt to reach the consumer by...
her home
phone. While we did not reach her, we were
able to leave a message on January 12, 2016.
We have also attempted to contact the subscriber via email to advise her
that we can be contacted directly for further assistance on her concern.
As always, we appreciate the opportunity to assist a
customer.
Catherine/ Cox Communications Executive Offices/ Arizona
December 22, 2016—Revdex.com rebuttal # [redacted]—[redacted] We were sorry to hear that the customer was not satisfied with our first response to your office. While the customer stated in her rebuttal that we did not call her, messages were left at her contact number on December 13 and December 20, 2016. Due to her follow up to your office, our Field Leadership Team has reached out to the client today to schedule and coordinate a visit to her home. We offered to meet with the client today, but she has advised us that a day next week will work better for her schedule. We will continue to work with the customer to ensure her service issues are addressed and all of her questions are answered. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona
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]
This is as standard response that does not address the issue of the data usage cap amount, rollover data or no unlimited plan. Cox did not address lowering the 300/20 plan data from 2TB to 1TB or the elimination of the 150 or 50mbps plan. This is a rubber stamp to shut people up.
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]
March 3, 2016 Revdex.com complaint [redacted] We were sorry to hear that the customer is not happy with the rates that they are paying for service. Due to the concerns that were brought to the attention of your office, we completed a thorough review on the account. Our records...
confirm that the customers were on a temporary marketing promotion which gave them Internet service for one year, for $34.99 per month. This campaign was in effect from December 17, 2014 through December 16, 2015. While the customer would like to receive discounted rates without end, the temporary promotion only lasted one year. Review of the billing indicates that the charges on the statement are correct. Should the accountholder or the authorized user wish to make changes to their account, they may call our Customer Service Team locally at [redacted] for assistance. The clients are not locked into an agreement with our company, and may make changes or disconnect their service at any time. We hope this information has been helpful to your office. Thank you for the opportunity to address the concerns that the subscriber brought to your attention. Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer. We made contact with her on 8/12/16 and went over her complaint. We welcome all of her feedback and suggestions to improve our service and processes. We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately. 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.comSandra C[redacted]
15739 E Mustang Dr
Fountain Hills AZ 85268
RE: Complaint ID # [redacted]
Dear Sandra Clark :
This message is in regard to your complaint submitted on 8/8/2016 against Cox Communications, Inc.. Your complaint was assigned ID [redacted]
The business has sent the Revdex.com a message regarding this complaint, and forwarding it for your review. The contents of this message are below or attached. Please respond within 7 calendar days or the complaint will be closed as assumed resolved. All responses will be copied to the company.
The text of your complaint may be publicly posted on the Revdex.com web site (Revdex.com reserves the right to not post in accordance with Revdex.com policy). Please do not include any personally identifiable information in describing the nature of your complaint. By submitting your complaint, you are representing that it is a truthful account of your experience with the business. Revdex.com may edit your complaint to protect privacy rights and to remove inappropriate language.
Regards,
Conciliation & Engagement Specialist
Your Revdex.com
MESSAGE FROM BUSINESS:
Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer. We made contact with her on 8/12/16 and went over her complaint. We welcome all of her feedback and suggestions to improve our service and processes. We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately. 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[redacted]Cox Communications, Inc. 1550 W Deer Valley Rd Phoenix AZ 85027 Re: ID # [redacted] - Sandra C[redacted] Dear [redacted]:Thank you for your cooperation in responding to the above consumer's complaint and for the opportunity to assist you with resolving their concerns. We notified Sandra C[redacted] of your response and requested notification of whether or not a satisfactory resolution had been reached. Revdex.com has not heard back from the consumer. Therefore, the complaint has been closed and will be included in your firm’s Revdex.com Business Review as: “Answered - Revdex.com has not heard back from the consumer as to their satisfaction with the business’s response.” The text of your response may be publicly posted on Revdex.com’s website. Revdex.com reserves the right to not post in accordance with Revdex.com policy, and we may edit your response to protect privacy rights and to remove inappropriate language. In the event the consumer contacts Revdex.com again regarding this issue, we may reach out to you to review any new or additional information we've received from the consumer. We appreciate your cooperation in addressing this issue, and hope we can be of service to you in the future.Sincerely,Yesenia Villegas|Your Revdex.com
Revdex.comSandra C[redacted] 15739 E Mustang Dr Fountain Hills AZ 85268 Re: ID # [redacted]- Cox Communications, Inc.Dear Sandra C[redacted] ,We have not received your response to confirm this complaint has been resolved. Therefore, this complaint has been closed and will appear in the company's Revdex.com Business Review as: “Answered- Revdex.com has not heard back from the consumer as to their satisfaction with the business's response.” Please know that Revdex.com is always available to discuss your case and review additional information. Sincerely,Yesenia Villegas| Your Revdex.comMESSAGE FROM BUSINESS:Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their negative experience. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we reached directly out to our customer. We made contact with her on 8/12/16 and went over her complaint. We welcome all of her feedback and suggestions to improve our service and processes. We are sorry for the experience she endured while trying our video service and will forward all of her feedback and suggestions appropriately. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding credits due her. 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 clients account and upon speaking...
with Ms, [redacted] we were able to determine she is due a refund of $54.16. We have escalated to our accounting department to assure her refund will be processed as soon as possible and we will continue to be in contact with the customer through resolve. 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. Sharon / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here...
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. The payment in question was made through our automated telephone system which allows customers to input...
information associated with their Cox account to make a payment. No account verification is required. The card holder of said payment contacted Cox the day the payment was processed in our system. After receiving the required documentation, the payment was transferred to their account the following week. No charges were applied to either account for the payment transfer. On July 24th, 2015, we spoke with the customer to address their concerns. We advised the customer that their current balance, which includes several months of Cox services with lack of payment, is valid. As a courtesy to the customer, we offered and applied a one-time adjustment for their time, inconvenience and any negative impact to their family as a result of the payment. We advised the customer the new balance amount owed to restore their Cox services which they agreed to pay in full at their convenience. During that time it was to our understanding that the customer understood our position regarding their complaint and that no further compensation would be provided. As we have already advised the customer last July, there is no justification for Cox to remove the balance as the charges are valid. While we regret to hear that our customer feels their complaint is unresolved, we feel that the compensation we have already provided has been more than generous. Should the customer need any assistance with restoring their Cox services, we will be more than happy to assist. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]
[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]
December 10, 2015
Revdex.com complaint # [redacted]
[redacted]
We were sorry to hear of the confusion that the customer experienced
with her account.
Due to the concerns that the customer brought to the
attention of your company, we contacted...
her directly to give her a detailed
explanation of her billing and promotions.
While our company protects our customer’s privacy and we won’t share the
details on a publicly posted website, we verified the promotion s via email to
the customer.
As always, we appreciate the opportunity to address our
customers concerns. Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona
We are sorry to hear our customer was having technical issues with her Cox services. We have attempted to directly contact the account holder of this location by email and telephone. The contact for the complaint is not currently listed on the account and we are not able to go over account...
information due to customer privacy. If there are service issues, we do need the opportunity to go to the location to have a technician review the equipment and signals. There are times that a service call would have a service fee; however, there are also reasons why our customers are not charged for service calls. Once we made contact with the account, we can work towards a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company. As of 5/31/16, our Payment Research Department has processed the refund and our customer can...
expect to have these funds available within 48 hours. Thank you for your time and consideration. [redacted] W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region