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
We would like to thank the customer for taking the time to file her concerns regarding her account billing. Please let me begin with an apology for any inconvenience she experienced. Upon receipt of this complaint we were able to confirm that our customer did opt to upgrade their services on...
5/02/16 to add our Contour DVR services. On 6/30/16 our customer contacted our Customer Care Center advising of a concern with their monthly rate which resulted in the discovery of a missing promotional campaign. After this promotional issue was brought to our attention, a ticket was submitted to our Campaigns and Promotions Department who were able to add the appropriate discount back to the account which restored the monthly rate for services to the originally agreed upon $182.86 as of 7/05/16. Additionally, this account correction was backdated to the original account change date of 5/2/16, resulting in an account credit of $262.03 being applied to correct our customer’s billing. While we understand this has been a frustrating experience for our customer, we must be transparent in stating that the appropriate steps and adjustments have been applied to correct the account as of 7/5/16. Additionally, the higher than normal bills our customer has seen recently have been a result of late and partial payments that were made to the account from May of 2016 to August of 2016, resulting in late fees, and unpaid portions of the balance carrying over to the following billing cycle. As of the date of this response, our customer’s account is no longer past due and currently owes a balance of $12.19 due on 10/08/16. 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
Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by a billing dispute. The customer did speak to a representative prior to the complaint. The account was provided credit to address the concerns of the billing dispute. We did make contact and confirm with the customer...
the issue was fully resolved. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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 appreciate Ms. [redacted] taking the time to voice her additional concerns regarding her damage claim. Upon receipt of this rebuttal, both our Damage Claims and Legal Departments reviewed her additional concerns, and re-examined the details of the cable installation at Ms. [redacted]’s home. Notwithstanding, Ms. [redacted]’s belief that our technicians caused damage to her home; further research has shown that the installation was done properly. A Cox supervisor, along with Ms. [redacted], examined the work that was done and Ms. [redacted] assured him that the work was completed to her satisfaction. Cox cannot accept liability for any preexisting damage to Ms. [redacted]’s home After further careful consideration, Cox respectfully denies Ms. [redacted]’s claims. Thank you. Executive EscalationsCox Communications
[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. ...
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
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...
her concerns and once we are able to speak to her we are confident we will provide a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. [redacted] E.Executive Resolutions Office of the General Manager Cox Communications, [redacted]
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
[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 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
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
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
August 27, 2015—Revdex.com complaint # [redacted] We are sorry that the customer is unhappy with our response to your office. Due to the nature of the situation, we contacted our Damage Claims Department again and advised them that the customer was not pleased with the response to the Revdex.com. The contractor, Bear Communications; has forwarded the customer request to their Corporate Office for assistance and resolution. Our Damage Claims Team is partnering with the contractor to resolution for the client. [redacted]/Cox Communications Executive Offices/ Arizona
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]
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.
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 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
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.It is always our...
goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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
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
We would like to thank the customer for taking the time to file her concerns regarding her account billing. Please let me begin with an apology for any inconvenience she experienced. Upon receipt of this complaint we were able to confirm that our customer did opt to upgrade their services on...
5/02/16 to add our Contour DVR services. On 6/30/16 our customer contacted our Customer Care Center advising of a concern with their monthly rate which resulted in the discovery of a missing promotional campaign. After this promotional issue was brought to our attention, a ticket was submitted to our Campaigns and Promotions Department who were able to add the appropriate discount back to the account which restored the monthly rate for services to the originally agreed upon $182.86 as of 7/05/16. Additionally, this account correction was backdated to the original account change date of 5/2/16, resulting in an account credit of $262.03 being applied to correct our customer’s billing. While we understand this has been a frustrating experience for our customer, we must be transparent in stating that the appropriate steps and adjustments have been applied to correct the account as of 7/5/16. Additionally, the higher than normal bills our customer has seen recently have been a result of late and partial payments that were made to the account from May of 2016 to August of 2016, resulting in late fees, and unpaid portions of the balance carrying over to the following billing cycle. As of the date of this response, our customer’s account is no longer past due and currently owes a balance of $12.19 due on 10/08/16. 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
Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by a billing dispute. The customer did speak to a representative prior to the complaint. The account was provided credit to address the concerns of the billing dispute. We did make contact and confirm with the customer...
the issue was fully resolved. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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 appreciate Ms. [redacted] taking the time to voice her additional concerns regarding her damage claim. Upon receipt of this rebuttal, both our Damage Claims and Legal Departments reviewed her additional concerns, and re-examined the details of the cable installation at Ms. [redacted]’s home. Notwithstanding, Ms. [redacted]’s belief that our technicians caused damage to her home; further research has shown that the installation was done properly. A Cox supervisor, along with Ms. [redacted], examined the work that was done and Ms. [redacted] assured him that the work was completed to her satisfaction. Cox cannot accept liability for any preexisting damage to Ms. [redacted]’s home After further careful consideration, Cox respectfully denies Ms. [redacted]’s claims. Thank you. Executive EscalationsCox Communications
[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
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
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...
her concerns and once we are able to speak to her we are confident we will provide a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. [redacted] E.Executive Resolutions Office of the General Manager Cox Communications, [redacted]
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
[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 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
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
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
August 27, 2015—Revdex.com complaint # [redacted] We are sorry that the customer is unhappy with our response to your office. Due to the nature of the situation, we contacted our Damage Claims Department again and advised them that the customer was not pleased with the response to the Revdex.com. The contractor, Bear Communications; has forwarded the customer request to their Corporate Office for assistance and resolution. Our Damage Claims Team is partnering with the contractor to resolution for the client. [redacted]/Cox Communications Executive Offices/ Arizona
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]
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.
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 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
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.It is always our...
goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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