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
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]
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
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
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
July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the challenges that the customer brought to the attention of your office. We did attempt to reach the client by phone but were not able to reach her, or leave a message. We did send the customer...
correspondence via email. Our records confirm that on the 11 of this month, our Customer Service Department was able to assist the customer and added the Showtime on to her account, with a discount. After reviewing our available promotions, we didn’t find a better rate than the customer already has. We appreciate the opportunity to assist a valuable customer! [redacted]/Cox Communications Executive Offices/ [redacted]
We are sorry to hear our customer has been negatively impacted by an account holder change and misinformation provided by a representative. We have researched the account in regards to the billing and credits. We have reached out to the customer directly by telephone to address the concerns listed...
in the complaint. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # 11294132We are sorry to hear our business customer was negatively impacted with billing issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...
complaint. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
July 1, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill. Due to the concerns that the client brought to your attention, the customer contacted our Customer Advocate...
Group. The necessary adjustments have been made on the customer’s account. At this moment the customers billing concern has been resolved in a satisfactory manner. The client has our contact information should she wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/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 upon speaking with Ms. [redacted] we advised an email was sent to her contact email address. I provided our contact number should she not receive the email.. 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. Sharon HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
June 16, 2016 Revdex.com complaint # [redacted]—John I[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his account. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. ...
At this moment we have resolved the customers concern in a satisfactory manner. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona Tell us why here...
March 9, 2016—Jonathan B[redacted]-Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced on his account. Due to the billing issues that the customer brought to the attention of your office, we completed a thorough investigation on the account billing. ...
We sent the client an email, explaining the billing and credits. We are confident that if the customer has future concerns, our Customer Care Team at 623-594-1000 will be able to assist him. As always, thank you for the opportunity to assist a customer. Catherine/Cox Communications Executive Offices
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 Revdex.com regarding her attempts to cancel her television service. We sincerely regret the inconvenience that she experienced...
with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We confirmed she requested to disconnect service and returned the cable box in August 2014 but the service was not disconnected. We left a message for her acknowledging her request and to apologize for the delay in disconnecting the service. We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. We will be happy to assist our customer when she responds to our calls. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
November 10, 2015Revdex.com complaint# [redacted]We were sorry to hear of the confusion that the customer experienced with their billing and service.Due to the concerns that the customer brought to the attention of your office, we attempted to contact the customer by phone on two...
occasions. Because we were not able to speak with the customer, we sent an email to the client and provided the details of the investigation in our message. The customer has our contact information should they decide to get in touch with us.As always, we appreciate the opportunity that the Revdex.com has given to us. [redacted]/Cox Communications Executive Offices/ Arizona
Revdex.com complaint #[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill. Due to the concerns that the client brought to your attention, we contacted the customer directly. Unfortunately, our attempts to...
follow up with the customer with the contact information provided were unsuccessful. It is always our goal to provide our customers with exemplary customer service. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000 As always, we thank the Revdex.com for the opportunity to assist our customer. Melissa/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 Case # [redacted]We are sorry to hear our business customer was negatively impacted with billing issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...
complaint. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear our customer had issues with pricing information. We were able to make contact and verify the account. The customer’s concerns and been addressed and we were able to come to a successful resolution. Thank you for your time and...
consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent experience with swapping your modem. I have conducted a review of your account and...
have determined the following:Our records show that on January 11, 2016, you contacted our customer service team requesting to exchange your WiFi modem for a telephone modem. In addition, there was a request to change the account name from Mr. [redacted] name to your name.When attempting to exchange the modem, there was an internal error that would not allow us to provision the equipment. This error was resolved internally and did not require a technician to visit your home. Please accept our apologies if this was not explained to you.In order to process the name change, Cox must disconnect the active account prior to establishing the new account. This is the reason why you temporarily lost services. When transferring the phone number from the former account (Mr. [redacted] account) to your account, the representative failed to have the phone number reserved. This resulted in you temporarily not having the phone number assigned to your account. Our records show this has now been corrected.Ms. [redacted] these many failures are embarrassing to our organization and does not display the legendary service we have built our reputation on. We will use your experience as a coaching opportunity to ensure our representatives are thoroughly and efficiently assisting our customers. Again, we apologize for the frustrations we caused you and I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications1[redacted]
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
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]
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
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
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
July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the challenges that the customer brought to the attention of your office. We did attempt to reach the client by phone but were not able to reach her, or leave a message. We did send the customer...
correspondence via email. Our records confirm that on the 11 of this month, our Customer Service Department was able to assist the customer and added the Showtime on to her account, with a discount. After reviewing our available promotions, we didn’t find a better rate than the customer already has. We appreciate the opportunity to assist a valuable customer! [redacted]/Cox Communications Executive Offices/ [redacted]
We are sorry to hear our customer has been negatively impacted by an account holder change and misinformation provided by a representative. We have researched the account in regards to the billing and credits. We have reached out to the customer directly by telephone to address the concerns listed...
in the complaint. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # 11294132We are sorry to hear our business customer was negatively impacted with billing issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...
complaint. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
July 1, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill. Due to the concerns that the client brought to your attention, the customer contacted our Customer Advocate...
Group. The necessary adjustments have been made on the customer’s account. At this moment the customers billing concern has been resolved in a satisfactory manner. The client has our contact information should she wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/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 upon speaking with Ms. [redacted] we advised an email was sent to her contact email address. I provided our contact number should she not receive the email.. 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. Sharon HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
June 16, 2016 Revdex.com complaint # [redacted]—John I[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his account. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. ...
At this moment we have resolved the customers concern in a satisfactory manner. The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona Tell us why here...
March 9, 2016—Jonathan B[redacted]-Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced on his account. Due to the billing issues that the customer brought to the attention of your office, we completed a thorough investigation on the account billing. ...
We sent the client an email, explaining the billing and credits. We are confident that if the customer has future concerns, our Customer Care Team at 623-594-1000 will be able to assist him. As always, thank you for the opportunity to assist a customer. Catherine/Cox Communications Executive Offices
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 Revdex.com regarding her attempts to cancel her television service. We sincerely regret the inconvenience that she experienced...
with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We confirmed she requested to disconnect service and returned the cable box in August 2014 but the service was not disconnected. We left a message for her acknowledging her request and to apologize for the delay in disconnecting the service. We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. We will be happy to assist our customer when she responds to our calls. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
November 10, 2015Revdex.com complaint# [redacted]We were sorry to hear of the confusion that the customer experienced with their billing and service.Due to the concerns that the customer brought to the attention of your office, we attempted to contact the customer by phone on two...
occasions. Because we were not able to speak with the customer, we sent an email to the client and provided the details of the investigation in our message. The customer has our contact information should they decide to get in touch with us.As always, we appreciate the opportunity that the Revdex.com has given to us. [redacted]/Cox Communications Executive Offices/ Arizona
Revdex.com complaint #[redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill. Due to the concerns that the client brought to your attention, we contacted the customer directly. Unfortunately, our attempts to...
follow up with the customer with the contact information provided were unsuccessful. It is always our goal to provide our customers with exemplary customer service. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000 As always, we thank the Revdex.com for the opportunity to assist our customer. Melissa/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 Case # [redacted]We are sorry to hear our business customer was negatively impacted with billing issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...
complaint. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear our customer had issues with pricing information. We were able to make contact and verify the account. The customer’s concerns and been addressed and we were able to come to a successful resolution. Thank you for your time and...
consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent experience with swapping your modem. I have conducted a review of your account and...
have determined the following:Our records show that on January 11, 2016, you contacted our customer service team requesting to exchange your WiFi modem for a telephone modem. In addition, there was a request to change the account name from Mr. [redacted] name to your name.When attempting to exchange the modem, there was an internal error that would not allow us to provision the equipment. This error was resolved internally and did not require a technician to visit your home. Please accept our apologies if this was not explained to you.In order to process the name change, Cox must disconnect the active account prior to establishing the new account. This is the reason why you temporarily lost services. When transferring the phone number from the former account (Mr. [redacted] account) to your account, the representative failed to have the phone number reserved. This resulted in you temporarily not having the phone number assigned to your account. Our records show this has now been corrected.Ms. [redacted] these many failures are embarrassing to our organization and does not display the legendary service we have built our reputation on. We will use your experience as a coaching opportunity to ensure our representatives are thoroughly and efficiently assisting our customers. Again, we apologize for the frustrations we caused you and I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications1[redacted]