August 10, 2015 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the confusion that the customer is experiencing with her billing. Due to these concerns, we attempted to reach the customer by phone. While we did not reach the subscriber, we did...
leave her a message with our contact information so she may contact us for assistance and an explanation on her account billing. We also suggested that the customer contact our Billing Department at 623-594-1000 at her convenience for help. We also informed the customer that our replies to your company are publicly posted, so no personal information would be shared via the Revdex.com website. We hope to hear from the customer so may address her concerns and answer her billing questions. Catherine/Cox Communications Executive Offices/ Arizona
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.When speaking with our customer on 1/08/15, we were...
able to determine that both of his Cox accounts had already been corrected to show the correct monthly rate for what was originally ordered. We explained this to Mr. [redacted] to ensure he was advised of his correct monthly rate. Additionally, as a result of this inconvenience we did adjust his most recent bill for both of his accounts to reflect the correct monthly rate for the promotion that was ordered. Once Mr. [redacted] was advised his account had been corrected he no longer wished to disconnect any of his Cox services. It is our genuine desire to continue a positive relationship with Mr. [redacted] and we sincerely hope that as a result of this resolution that he will continue to be a customer of ours for many years to come. 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 6[redacted]Thank you. [redacted]Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file his concerns regarding his account billing and recent experience with our Customer Care Center. 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 were able to make contact with our customer on 12/31/15 to discuss the concerns with their account. After reviewing the account we assured our customer the appropriate adjustments were made to both his former and current Cox accounts to ensure the disconnection for his previous address reflected the correct date of 10/30/15. This correction resulted in a credit of $71.74 being applied to our customer’s new account as well as a credit of $8.00 to waive a late fee and a $50.00 adjustment for our customer’s frustration. We are confident the issue at hand has now been resolved.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
George
[redacted]
Cox Communications
No real or honest attempt was made by Cox to address any of the issues or fair requests from the original complaint. The were totally unconcerned with the impact their actions have on their customers and were clearly not willing to provide anything but hollow lip service. They bait and switched and they know it, and do not want to do anything about it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their field service call. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office regarding her field service call, we have...
forwarded her issues to the field leaders to make them aware of this situation. Since learning of the customer’s situation, our field leaders have reached out to our client and they have scheduled an appointment with her to address and resolve her service issues. Unfortunately, our customer chose to cancel the scheduled service appointment. Because our client requested credit and repair or cancelation of services, we can confirm that our customer has been issued a credit in the amount of $75.00 on 5/16/16. Should our customer want to reschedule her service call she can contact our Customer Care Center at [redacted] or she can reach directly out to the field leader who has been in contact with her. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
[redacted] complaint# [redacted] We were sorry to hear that the customer is experiencing confusion on their billing. We contacted the customer directly to resolve the issue at hand, and gave him our contact information should he have further questions on this subject. ...
We would like to thank the customer for taking the time to file their concerns regarding their request to change their monthly due date. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt...
of this complaint, we were able to speak with our customer directly on 10/4/16 to address their concerns. During this conversation we were able to adjust our customer’s monthly bill date to accommodate their request. 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. Thank you. [redacted]
Executive Resolutions Cox Communications
Revdex.com #[redacted]We are sorry to hear that one of our customers had a negative experience with our company. While the residential team does not handle concerns for our Business subscribers, we have sent the customers comments to our specialized Cox Business team for...
assistance. Executive EscalationsOffice of the General ManagerSouthwest Region
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns with...
their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unable to speak with our customer directly, we were able to research their account to review a possible resolution. Upon research of the account, we were able to determine that due to transferring services to a location that is provided complementary cable services, our customer is going to lose the three product promotional discount they were set to receive until December of this year. Although three product discounts are not eligible for accounts receiving complementary service, we were able to locate two single product discounts that will provide our customer with a new 12 month discount that will provide them with a lower monthly rate than the one they had been receiving prior to their service transfer request. We are confident that the promotions we located will provide the resolution our customer is looking for. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications
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]l
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They havent updated the Bill as we spoke, the current bill shown is incorrect, when they correct the bill as we spoke I would withdraw complaint Regards,[redacted]
We would like to thank the customer for taking the time to file their concerns regarding the overpayment to their account. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any frustrations. Upon receipt of this...
complaint we see that our customer has spoken with our Customer Care Center regarding their request for a refund for an overpayment on multiple occasions. On each contact, our customer has been advised that in order for Cox Communications to provide a refund, we must receive proof of a cleared payment via a running bank statement. Unfortunately, to this point our customer has not provided this information to us. Should our customer choose to provide the requested documentation, we would be happy to assist them further with refunding an overpayment. 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
We would like to thank the customer for taking the time to file his concerns regarding his Internet services. 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 were able to...
make contact with our customer on 8/21/15 to address the issues at hand. During our conversation with our customer, we arranged to have one of our Field Service Supervisors visit his home on 8/22/15 to address the issues with his service. On 8/25/15 we were able to speak to our customer again and we were able to confirm that the visit to his home on 8/22/15 was able to resolve the issues with his services. 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.[redacted]Executive ResolutionsCox Communications
December 9, 2016, Revdex.com complaint # [redacted]—Denise F[redacted] We are sorry to hear of the situation that the customer brought to the attention of your office. Due to the complaint filed, we contacted the client directly and spoke to her in detail. We have an open investigation on her account concerns, and will continue to work directly with the subscriber. The customer is aware that we are taking all of the information that she gave to us and passing it along to our Collections Team for further review and appeal of her account. We sincerely appreciate the opportunity that you have given us to assist the customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and are working to provide a successful resolution. We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10695988, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) To the best of my knowledge, the Email below is the last one I have received from anyone at the Revdex.com. If anyone has tried to contact me, please have them resend whatever was sent after this Email.2) As of today, the issue still exists, so I do not believe it has been resolved as of yet.3) While this does not need to be shared with Cox Communications, I have a two week vacation planned for August and will have very limited access to Email and no access to my computer between 04AUG and 15AUG. Therefore, if a solution occurs during those days, I will be unable to verify the solution until 16AUG or later. So, I would appreciate it if the case is not resolved before 04AUG that I be granted an extension to check out the solution until after 15AUG.
Regards,
J[redacted]
December 5, 2016 Revdex.com complaint # [redacted] We are sorry to hear of the confusion that the customer is experiencing with email. Due to the concerns that the customer brought to the attention of your office, we attempted to reach the customer by phone on several occasions. ...
While we did not reach him directly, we left detailed messages and sent him an email, inviting him to contact us directly. We appreciate the opportunity to address the customer’s concerns. Thank you for bringing this to our attention. Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their internet service. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address the concerns that were brought to the attention of...
your office. Our customer was on a lower level of internet than what they thought they subscribed to. Our field technician put the customer in contact with the correct department so he could get scheduled for the correct level of service to be installed. The service installation will be completed on July 25, 2016. Our customer requested credit for a returned payment fee and an installation charge. As a courtesy to our longstanding customer we issued a credit for each of the charges. The credits will be posted on his July 24, 2016 statement. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
August 10, 2015 Revdex.com complaint # [redacted]—[redacted] We were sorry to hear of the confusion that the customer is experiencing with her billing. Due to these concerns, we attempted to reach the customer by phone. While we did not reach the subscriber, we did...
leave her a message with our contact information so she may contact us for assistance and an explanation on her account billing. We also suggested that the customer contact our Billing Department at 623-594-1000 at her convenience for help. We also informed the customer that our replies to your company are publicly posted, so no personal information would be shared via the Revdex.com website. We hope to hear from the customer so may address her concerns and answer her billing questions. Catherine/Cox Communications Executive Offices/ Arizona
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.When speaking with our customer on 1/08/15, we were...
able to determine that both of his Cox accounts had already been corrected to show the correct monthly rate for what was originally ordered. We explained this to Mr. [redacted] to ensure he was advised of his correct monthly rate. Additionally, as a result of this inconvenience we did adjust his most recent bill for both of his accounts to reflect the correct monthly rate for the promotion that was ordered. Once Mr. [redacted] was advised his account had been corrected he no longer wished to disconnect any of his Cox services. It is our genuine desire to continue a positive relationship with Mr. [redacted] and we sincerely hope that as a result of this resolution that he will continue to be a customer of ours for many years to come. 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 6[redacted]Thank you. [redacted]Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file his concerns regarding his account billing and recent experience with our Customer Care Center. 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 were able to make contact with our customer on 12/31/15 to discuss the concerns with their account. After reviewing the account we assured our customer the appropriate adjustments were made to both his former and current Cox accounts to ensure the disconnection for his previous address reflected the correct date of 10/30/15. This correction resulted in a credit of $71.74 being applied to our customer’s new account as well as a credit of $8.00 to waive a late fee and a $50.00 adjustment for our customer’s frustration. We are confident the issue at hand has now been resolved.
It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
George
[redacted]
Cox Communications
No real or honest attempt was made by Cox to address any of the issues or fair requests from the original complaint. The were totally unconcerned with the impact their actions have on their customers and were clearly not willing to provide anything but hollow lip service. They bait and switched and they know it, and do not want to do anything about it.
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their field service call. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office regarding her field service call, we have...
forwarded her issues to the field leaders to make them aware of this situation. Since learning of the customer’s situation, our field leaders have reached out to our client and they have scheduled an appointment with her to address and resolve her service issues. Unfortunately, our customer chose to cancel the scheduled service appointment. Because our client requested credit and repair or cancelation of services, we can confirm that our customer has been issued a credit in the amount of $75.00 on 5/16/16. Should our customer want to reschedule her service call she can contact our Customer Care Center at [redacted] or she can reach directly out to the field leader who has been in contact with her. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
[redacted] complaint# [redacted] We were sorry to hear that the customer is experiencing confusion on their billing. We contacted the customer directly to resolve the issue at hand, and gave him our contact information should he have further questions on this subject. ...
Thank you. [redacted]/Cox Communications Executive Offices
We would like to thank the customer for taking the time to file their concerns regarding their request to change their monthly due date. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Upon receipt...
of this complaint, we were able to speak with our customer directly on 10/4/16 to address their concerns. During this conversation we were able to adjust our customer’s monthly bill date to accommodate their request. 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. Thank you. [redacted]
Executive Resolutions Cox Communications
Revdex.com #[redacted]We are sorry to hear that one of our customers had a negative experience with our company. While the residential team does not handle concerns for our Business subscribers, we have sent the customers comments to our specialized Cox Business team for...
assistance. Executive EscalationsOffice of the General ManagerSouthwest Region
[redacted] [redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns with...
their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unable to speak with our customer directly, we were able to research their account to review a possible resolution. Upon research of the account, we were able to determine that due to transferring services to a location that is provided complementary cable services, our customer is going to lose the three product promotional discount they were set to receive until December of this year. Although three product discounts are not eligible for accounts receiving complementary service, we were able to locate two single product discounts that will provide our customer with a new 12 month discount that will provide them with a lower monthly rate than the one they had been receiving prior to their service transfer request. We are confident that the promotions we located will provide the resolution our customer is looking for. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications
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]l
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They havent updated the Bill as we spoke, the current bill shown is incorrect, when they correct the bill as we spoke I would withdraw complaint Regards,[redacted]
We would like to thank the customer for taking the time to file their concerns regarding the overpayment to their account. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any frustrations. Upon receipt of this...
complaint we see that our customer has spoken with our Customer Care Center regarding their request for a refund for an overpayment on multiple occasions. On each contact, our customer has been advised that in order for Cox Communications to provide a refund, we must receive proof of a cleared payment via a running bank statement. Unfortunately, to this point our customer has not provided this information to us. Should our customer choose to provide the requested documentation, we would be happy to assist them further with refunding an overpayment. 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
We would like to thank the customer for taking the time to file his concerns regarding his Internet services. 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 were able to...
make contact with our customer on 8/21/15 to address the issues at hand. During our conversation with our customer, we arranged to have one of our Field Service Supervisors visit his home on 8/22/15 to address the issues with his service. On 8/25/15 we were able to speak to our customer again and we were able to confirm that the visit to his home on 8/22/15 was able to resolve the issues with his services. 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.[redacted]Executive ResolutionsCox Communications
December 9, 2016, Revdex.com complaint # [redacted]—Denise F[redacted] We are sorry to hear of the situation that the customer brought to the attention of your office. Due to the complaint filed, we contacted the client directly and spoke to her in detail. We have an open investigation on her account concerns, and will continue to work directly with the subscriber. The customer is aware that we are taking all of the information that she gave to us and passing it along to our Collections Team for further review and appeal of her account. We sincerely appreciate the opportunity that you have given us to assist the customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona
We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and are working to provide a successful resolution. We have a service visit scheduled for this weekend and look forward to following up with our customer on Monday. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10695988, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
1) To the best of my knowledge, the Email below is the last one I have received from anyone at the Revdex.com. If anyone has tried to contact me, please have them resend whatever was sent after this Email.2) As of today, the issue still exists, so I do not believe it has been resolved as of yet.3) While this does not need to be shared with Cox Communications, I have a two week vacation planned for August and will have very limited access to Email and no access to my computer between 04AUG and 15AUG. Therefore, if a solution occurs during those days, I will be unable to verify the solution until 16AUG or later. So, I would appreciate it if the case is not resolved before 04AUG that I be granted an extension to check out the solution until after 15AUG.
Regards,
J[redacted]
December 5, 2016 Revdex.com complaint # [redacted] We are sorry to hear of the confusion that the customer is experiencing with email. Due to the concerns that the customer brought to the attention of your office, we attempted to reach the customer by phone on several occasions. ...
While we did not reach him directly, we left detailed messages and sent him an email, inviting him to contact us directly. We appreciate the opportunity to address the customer’s concerns. Thank you for bringing this to our attention. Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their internet service. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address the concerns that were brought to the attention of...
your office. Our customer was on a lower level of internet than what they thought they subscribed to. Our field technician put the customer in contact with the correct department so he could get scheduled for the correct level of service to be installed. The service installation will be completed on July 25, 2016. Our customer requested credit for a returned payment fee and an installation charge. As a courtesy to our longstanding customer we issued a credit for each of the charges. The credits will be posted on his July 24, 2016 statement. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region