We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.
Although we completely understand our customer’s reservations regarding this change, we would like to be transparent in stating that Cox Communications has no intentions to reverse this change regarding Data Usage Billing. However, we are excited to advise our customer that beginning August 15, 2017 our company will also offer customers the option of 500Gb and Unlimited data add-on packages to accommodate individual needs. At this time, the pricing for the 500Gb add-on would be $29.99 per month, while the Unlimited Package would be billed at $49.99 per month. We hope that these soon to be launched features help to alleviate the concern expressed by some of our higher usage Internet subscribers.
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.
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 correct her billing. 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 found the unresolved internet issues she refers to were caused by her router. She downgraded her internet service on 12/2/14 and an adjustment to her bill was given. On 1/7/15 she contacted us again and added a courtesy adjustment again. On February 13 she contacted our loyalty department. We reviewed the call and found the customer’s rate is as quoted. She asked to be transferred to a billing representative so she could take care of the bill. That representative did adjust the billing as promised. Our customer did not pay the full amount due and was charged a new late fee. We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We were sorry to hear that a long time customer is experiencing
service issues. Due to the concerns that
the client brought to the attention of your office, we attempted to contact him
directly. ...
While we did not reach him, we
did leave the customer two messages to address his service and credit concerns,
and invited the customer to call us back if he needed further assistance. Our Field Leadership Team advised us that the
customer’s outside line was replaced in an effort to correct the service issues.
We hope this information has been helpful to your
office. As always, we appreciate the
opportunity to assist the customer.
Revdex.com Case # [redacted]
* We appreciate the customer’s honesty and transparency regarding this matter. It is certainly not our intention to cause any frustration. We have contacted the customer directly on 4/18/16 to address their concerns and provide a satisfactory resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # 11236049 We apologize for the response to our customer’s original complaint. It is certainly not our intention to cause any frustration. We want to assure our customer that their feedback has been addressed to the appropriate leadership. We spoke to our customer on 3/23/16...
in response to their concerns. We outlined their options for the Internet packages and attempted to find an appropriate service based on their usage as well as options to upgrade their equipment. During the call our customer declined to make any further changes to their account. While we recognize our customer’s frustrations we have made it clear that no additional compensation would be applicable. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We are sorry to hear our customer was negatively impacted by customer service concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. 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 their Cox account and services. 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 we were able to work with them directly to ensure the issues with the missing equipment were resolved and remark found on their credit was removed. Additionally, we were able to dispatch a technician to their home to address the outstanding issues with their Internet connection. Following our conversation with our customer on 8/31/16 we are confident the issues have 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. George S. Executive Resolutions Cox Communications
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding his attempts for an adjustment to his bill for the difference in the modem purchase quoted and actually...
charged. We sincerely regret the inconvenience that he experienced with our company.We contacted our customer to apologize for the inconvenience and time it took to resolve this and as a courtesy an adjustment to his billing was made.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We would like to thank the customer for taking the time to file her concerns regarding the quality of the services and support she received. Please let me begin with an apology for any inconvenience she experienced. We certainly do/did not want to cause her any frustrations. After...
receiving the complaint, we reached out and spoke with the customer regarding the concerns brought up. Based on the information provided as well as the research completed, a courtesy adjustment for the service issues and experience was applied to the account. Feedback was also collected and submit to the appropriate teams. 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
We are sorry to hear our customer is having issues with our services. We have attempted to directly contact the customer on August 3 and August 4 but were only able to leave a voice mail requesting a callback. We see that the customer reached out to our tech support on August 5 and...
scheduled an appointment for a technician to come to their home. During the visit our technician replaced a video receiver. To date we have not received a return call from our customer and a review of the services shows optimal signals to the equipment. We look forward to speaking with our customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding the cost of their monthly services. 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 are able to confirm that our company received an Attorney General complaint from our customer for the same concerns outlined in this Revdex.com complaint in November of 2016. On November 16, 2016 our Executive Escalations Department spoke directly with our customer and fully explained their monthly billing and advised the recent increase in their pricing was the result of a promotional discount ending, and a standard rate adjustment which we notified all customer of one month prior to it taking effect. While we understand our customer’s frustration, our company has addressed these concerns with our both by telephone and in writing and no further account adjustments or corrections would be due. 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 623-594-1000. Thank You. George Executive Resolutions Cox 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. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we were able to...
listen to the recording of the call from 2/20/16 that our customer referenced in their complaint. Review of this recording found our customer was in-fact quoted $84.06 for 12 months by our Customer Loyalty Representative but due to an error only a six month promotion was added to the account. We discussed the findings from this recording directly with the agent in question and confirmed they were able to speak with our customer on 3/25/16 and assured her once the discount of 35% off ends on 8/20/16 that it will be reapplied for an additional six months to honor the original quote. As an additional courtesy, we have applied an adjustment of $25.00 to the account for the frustration our customer experienced. We truly appreciate our customer’s patience and understanding and we are confident the issue at hand has now been addressed. 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. George S. Executive Resolutions Cox Communications
Cox did call me and they agreed to provide me with a $50 credit for the installation charge. As of today 1/22/16, that credit has not been applied to my account. I am still waiting for the $50 credit and now will be returning my cable box and disconnecting only my cable portion of my service. Very unsatisfied with Cox customer service and follow up.
August 31, 2017 Complaint # [redacted] We are sorry to hear of the service issues that the customer experienced. Due to the concerns that the customer brought to the attention of your office. We contacted her directly. After speaking with the client, we coordinated a visit...
with our field team. They were able to correct the problem and we applied credit for the substandard service she experienced. As always we thank the Revdex.com for bringing this issue to our attention. Thank you, Dani Cox Communications Executive Escalations
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. 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 Case # 10850323 We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.We...
appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] We would like to thank the [redacted] for the opportunity to address our customers concerns regarding their Home Life service. It is certainly not our intention to cause any frustration. We have reviewed the account based on the information brought to the attention of your office. ...
While we understand the customer’s frustration with the false alarm charge, this charge should have been disputed directly with the city. Because our customer is a long-time customer and to remain in good faith we have issued a 12 month promotion to her account. This promotion was added on 3/30/16 and is for $10 off per month for 12 months, for a total savings of $120. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear our customer was having technical issues with his Cox services. We scheduled and completed a service call. The customer’s technical issues were all addressed. We have recently attempted to contact the customer by telephone but were not able to speak to...
the customer. The customer has contact information for our office as well as the field technician to ensure if any further concerns need to be addressed we are available for him. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # 11178261We 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. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We regret any inconvenience our customer may have experienced in the timeframe it took for us to make contact with her. We understand these account concerns were of an urgent matter and we apologize for any frustration this delay may have caused. Regarding the concerns presented by Mrs. [redacted] in her complaint, we did perform a full research of her account to gain a better understanding of the issues at hand. When speaking with Mrs. [redacted] on 12/23/14 we apologized for the confusion there may have been pertaining to her monthly rate. We explained to our customer that the monthly rate of $79.41 she was initially quoted was a mistake. This amount consisted of the cost of her Internet and telephone services but also included a monthly bundle discount of $38.40. Regretfully, this bundle discount was no longer valid once the cable services were removed, thus causing the increased monthly rate in comparison to the amount she may have been expecting. We absolutely understand how frustrating this may have been for our customer and as a result we did provide her with a one-time credit of $100.00 for the inconvenience she experienced. Prior to this complaint, a member of our customer loyalty department also provided a six month promotional discount to compensate our customer for the experience as well. We also explained to the customer that since she no longer subscribes to our cable television services, the monthly bundle discount of $38.40 in question was no longer valid and could not be provided for the next 24 months as she requested in her initial complaint. It is our genuine desire to continue a positive relationship with our customer and we appreciate their patience and understanding. 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.[redacted]Executive ResolutionsCox Communications
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billing. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.
Although we completely understand our customer’s reservations regarding this change, we would like to be transparent in stating that Cox Communications has no intentions to reverse this change regarding Data Usage Billing. However, we are excited to advise our customer that beginning August 15, 2017 our company will also offer customers the option of 500Gb and Unlimited data add-on packages to accommodate individual needs. At this time, the pricing for the 500Gb add-on would be $29.99 per month, while the Unlimited Package would be billed at $49.99 per month. We hope that these soon to be launched features help to alleviate the concern expressed by some of our higher usage Internet subscribers.
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.
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 correct her billing. 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 found the unresolved internet issues she refers to were caused by her router. She downgraded her internet service on 12/2/14 and an adjustment to her bill was given. On 1/7/15 she contacted us again and added a courtesy adjustment again. On February 13 she contacted our loyalty department. We reviewed the call and found the customer’s rate is as quoted. She asked to be transferred to a billing representative so she could take care of the bill. That representative did adjust the billing as promised. Our customer did not pay the full amount due and was charged a new late fee. We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
November 18, 2015
Revdex.com complaint # [redacted]—Donald P[redacted]
We were sorry to hear that a long time customer is experiencing
service issues. Due to the concerns that
the client brought to the attention of your office, we attempted to contact him
directly. ...
While we did not reach him, we
did leave the customer two messages to address his service and credit concerns,
and invited the customer to call us back if he needed further assistance. Our Field Leadership Team advised us that the
customer’s outside line was replaced in an effort to correct the service issues.
We hope this information has been helpful to your
office. As always, we appreciate the
opportunity to assist the customer.
Catherine/ Cox Communications Executive Offices/ Arizona
Revdex.com Case # [redacted]
* We appreciate the customer’s honesty and transparency regarding this matter. It is certainly not our intention to cause any frustration. We have contacted the customer directly on 4/18/16 to address their concerns and provide a satisfactory resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # 11236049 We apologize for the response to our customer’s original complaint. It is certainly not our intention to cause any frustration. We want to assure our customer that their feedback has been addressed to the appropriate leadership. We spoke to our customer on 3/23/16...
in response to their concerns. We outlined their options for the Internet packages and attempted to find an appropriate service based on their usage as well as options to upgrade their equipment. During the call our customer declined to make any further changes to their account. While we recognize our customer’s frustrations we have made it clear that no additional compensation would be applicable. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We are sorry to hear our customer was negatively impacted by customer service concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. 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 their Cox account and services. 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 we were able to work with them directly to ensure the issues with the missing equipment were resolved and remark found on their credit was removed. Additionally, we were able to dispatch a technician to their home to address the outstanding issues with their Internet connection. Following our conversation with our customer on 8/31/16 we are confident the issues have 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. George S. Executive Resolutions Cox Communications
It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding his attempts for an adjustment to his bill for the difference in the modem purchase quoted and actually...
charged. We sincerely regret the inconvenience that he experienced with our company.We contacted our customer to apologize for the inconvenience and time it took to resolve this and as a courtesy an adjustment to his billing was made.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]
We would like to thank the customer for taking the time to file her concerns regarding the quality of the services and support she received. Please let me begin with an apology for any inconvenience she experienced. We certainly do/did not want to cause her any frustrations. After...
receiving the complaint, we reached out and spoke with the customer regarding the concerns brought up. Based on the information provided as well as the research completed, a courtesy adjustment for the service issues and experience was applied to the account. Feedback was also collected and submit to the appropriate teams. 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 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications
We are sorry to hear our customer is having issues with our services. We have attempted to directly contact the customer on August 3 and August 4 but were only able to leave a voice mail requesting a callback. We see that the customer reached out to our tech support on August 5 and...
scheduled an appointment for a technician to come to their home. During the visit our technician replaced a video receiver. To date we have not received a return call from our customer and a review of the services shows optimal signals to the equipment. We look forward to speaking with our customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding the cost of their monthly services. 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 are able to confirm that our company received an Attorney General complaint from our customer for the same concerns outlined in this Revdex.com complaint in November of 2016. On November 16, 2016 our Executive Escalations Department spoke directly with our customer and fully explained their monthly billing and advised the recent increase in their pricing was the result of a promotional discount ending, and a standard rate adjustment which we notified all customer of one month prior to it taking effect. While we understand our customer’s frustration, our company has addressed these concerns with our both by telephone and in writing and no further account adjustments or corrections would be due. 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 623-594-1000. Thank You. George Executive Resolutions Cox 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. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we were able to...
listen to the recording of the call from 2/20/16 that our customer referenced in their complaint. Review of this recording found our customer was in-fact quoted $84.06 for 12 months by our Customer Loyalty Representative but due to an error only a six month promotion was added to the account. We discussed the findings from this recording directly with the agent in question and confirmed they were able to speak with our customer on 3/25/16 and assured her once the discount of 35% off ends on 8/20/16 that it will be reapplied for an additional six months to honor the original quote. As an additional courtesy, we have applied an adjustment of $25.00 to the account for the frustration our customer experienced. We truly appreciate our customer’s patience and understanding and we are confident the issue at hand has now been addressed. 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. George S. Executive Resolutions Cox Communications
Cox did call me and they agreed to provide me with a $50 credit for the installation charge. As of today 1/22/16, that credit has not been applied to my account. I am still waiting for the $50 credit and now will be returning my cable box and disconnecting only my cable portion of my service. Very unsatisfied with Cox customer service and follow up.
August 31, 2017 Complaint # [redacted] We are sorry to hear of the service issues that the customer experienced. Due to the concerns that the customer brought to the attention of your office. We contacted her directly. After speaking with the client, we coordinated a visit...
with our field team. They were able to correct the problem and we applied credit for the substandard service she experienced. As always we thank the Revdex.com for bringing this issue to our attention. Thank you, Dani Cox Communications Executive Escalations
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. 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 Case # 10850323 We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.We...
appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] We would like to thank the [redacted] for the opportunity to address our customers concerns regarding their Home Life service. It is certainly not our intention to cause any frustration. We have reviewed the account based on the information brought to the attention of your office. ...
While we understand the customer’s frustration with the false alarm charge, this charge should have been disputed directly with the city. Because our customer is a long-time customer and to remain in good faith we have issued a 12 month promotion to her account. This promotion was added on 3/30/16 and is for $10 off per month for 12 months, for a total savings of $120. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case #[redacted] We are sorry to hear our customer was having technical issues with his Cox services. We scheduled and completed a service call. The customer’s technical issues were all addressed. We have recently attempted to contact the customer by telephone but were not able to speak to...
the customer. The customer has contact information for our office as well as the field technician to ensure if any further concerns need to be addressed we are available for him. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # 11178261We 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. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We regret any inconvenience our customer may have experienced in the timeframe it took for us to make contact with her. We understand these account concerns were of an urgent matter and we apologize for any frustration this delay may have caused. Regarding the concerns presented by Mrs. [redacted] in her complaint, we did perform a full research of her account to gain a better understanding of the issues at hand. When speaking with Mrs. [redacted] on 12/23/14 we apologized for the confusion there may have been pertaining to her monthly rate. We explained to our customer that the monthly rate of $79.41 she was initially quoted was a mistake. This amount consisted of the cost of her Internet and telephone services but also included a monthly bundle discount of $38.40. Regretfully, this bundle discount was no longer valid once the cable services were removed, thus causing the increased monthly rate in comparison to the amount she may have been expecting. We absolutely understand how frustrating this may have been for our customer and as a result we did provide her with a one-time credit of $100.00 for the inconvenience she experienced. Prior to this complaint, a member of our customer loyalty department also provided a six month promotional discount to compensate our customer for the experience as well. We also explained to the customer that since she no longer subscribes to our cable television services, the monthly bundle discount of $38.40 in question was no longer valid and could not be provided for the next 24 months as she requested in her initial complaint. It is our genuine desire to continue a positive relationship with our customer and we appreciate their patience and understanding. 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.[redacted]Executive ResolutionsCox Communications