Revdex.com Case # [redacted] We would like to thank our former customer for taking the time to file their concerns. We will be more than happy to assist them if they would like to subscribe to our services again. However, we will not be able to provide them complimentary services. We have...
already made multiple attempts to address and resolve their concerns the past several years. Most recently, an investigator with our Risk Management team went to their home on November 13th, 2014 and confirmed there had been no damage found caused by Cox to the customer's computers. On December 8th, 2014, our Damage Claims Department advised them that Cox cannot and will not be able to assist them any further and recommended they contact the appropriate law enforcement agencies for any further assistance. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We were sorry that we weren’t able to give the answers that the customer hoped for regarding her pricing and billing. Although we spoke to the customer in detail, she is not pleased with our attempt to assist her, and will pursue her concerns via other channels. As always, we appreciate the opportunity that the Revdex.com presents to us. [redacted]/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:
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.
I feel they are merely trying to get you out of the resolution process. they committed fraud by telling me my plan was only 38 dollars till I reinstated it. turned out it took me off my long distance plan, it took me off my plan period and it also cost me months of billing without any services. I expect cox to review the recorded conversation and reimburse me for everything including all my time lost. A letter is not sufficient. especially when when it removes the 3rd party from the negoitations
Regards,
[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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 15, 2017---Revdex.com complaint # [redacted] We were sorry to hear that the customer was not satisfied with our first response to your office. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss his concerns. We advised the customer that he is receiving current customer rates and promotions, and we are not able to lower the rates on the services that he currently subscribes to with our company. The customer will decide what services he chooses to keep, and will contact us to let us know what changes that he will make to his account. As always, we appreciate the opportunity that the Revdex.com has given us. Thank you. Catherine/ Cox Communications Executive offices/ Arizona
We are sorry to hear our customer was negatively impacted by billing issues. We have reviewed the calls and the account. We contacted the customer directly and went over the billing concerns. We were able to come to a successful resolution. The customer is aware of the monthly recurring...
charges and current balance due. 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 her concerns regarding their 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 receiving this complaint, we were able to...
speak with our customer on 4/27/15. During our conversation with our customer we were able to come to an agreement on an additional account adjustment to resolve the situation. We are confident that we can now consider the issue at hand resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing 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 her concerns regarding the incorrect charges on the account. Please let me begin with an apology for any inconvenience she experienced. We certainly did not want to cause her any frustrations. Upon receipt of this...
complaint, we reviewed the original sales call and confirmed the customer was not quoted the additional charges. We have removed the disputed fees at this time. 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 customer’s 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
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with her service. It is never our intention to cause frustration. We are working directly with our customer on the issues that were brought to the...
attention of your office. We do understand the frustration our customer has endured and we are committed to work with her to provide a successful resolution. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their negative experience with one of our field technicians. It is certainly not our intention to cause any frustration. Due to the claims our client brought to the attention of your...
office we have forwarded their feedback to our field leaders. We were able to verify that our customer received credits for their service calls dated on 6/9/16 and 6/17/16. To remain in good faith with our longstanding customer we have issued a $20 courtesy credit to their account. The credit will be printed on their August 2016 statement. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We regret to hear of our customer’s experience with our company. It is certainly not our intention to cause any frustration. We spoke to the customer directly on 6/23/16 to address their concerns and to provide a...
successful resolution. We also assured our customer that their recent experience with our Customer Care Department will be addressed with the appropriate leadership. 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
We have been in contact with our customer directly and are currently working towards a successful resolution. Sincerely, Jesse 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 the interaction with our Customer Care team and the incorrect charge. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any...
frustrations.Upon receipt of this complaint, we researched the customer’s account. Our findings confirmed that the customer should not have been charged for the service visit. We have credited the charge from the account and the adjustment should show up with our customer’s next statement. We have also investigated the interactions with our Care Team and passed along feedback to the appropriate supervisors regarding the concerns brought up.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.ThomasExecutive ResolutionsCox Communications
[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:
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.
Regards,
[redacted] THE ONLY THING THAT HAS HAPPENED IS I RECIEVED A CALL FROM CATHERINE NOFFLETT ON AUGUST 7TH, 2015, I EXPLAIND WHAT HAS TAKEN PLACE AND SHE SAID THAT I NEEDEDTO SEND PROOF THROUGH MY BANK STATEMENT. I EMAILED HER ON AUGUST 10TH AND 11TH EXPLAING THE HARDSHIP AND WHAT COX HAS DONE.. PLUS WANTED TO MAKE SURE WHAT OTHER THAN MY BANK STATEMENT WHICH SHOWS COX WAS PAID OR SHOULD I SAY THEIR 3RD PARTY " OUTSOURCER " HAS DONE ACCORDING TO COX EVEN THOUGH THE OUTSOURING THEY HIRED IS COLLECTING FOR COX, IT ALSO SHOWS MY "NSF" CHARGES AND APS MY POWER COMPANYS NSF, BUT THATS NOT EVEN ALL THAT HAS TAKEN PLACE IT HAS COST ME ALOT EVEN EVICTION PAPERS SERVED TO GO TO COURT. SO I SENT HER THIS EMAIL DETAILING ALL OF THIS SITUATION AND I HAVENT HEARD A WORD I CAN SEND THE EMAIL AS MY PROOF IVE TRIED TO GET BACK TO CATHERINE OF COX COMMUNICATIONS " THIS HAS NOT BEEN TAKEN CARE OF AT ALL.. NOW THEY ARE CALLING ME AND TELLING ME I'M PAST DUE AGIAN AND SENDING ME A BILL THATS GOT MORE FEES ON IT AND A SHUT OFF NOTICE... PLEASE SEE ATTACHMENT
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] The situation was explained to me that the original person didn't explain everything to me correctly and it was a good coaching experience. I realize that in many cases their hands are tied. I accept the resolution, but that doesn't mean I am totally in agreement or am totally happy about it.[redacted]
We appreciate our customer taking the time to voice their remaining concerns with their Cox account. Cox Communications takes the satisfaction of our customers very seriously and we are dedicated to reaching a resolution with Mr. [redacted]. Regarding the concerns outlined in his complaint, we performed a full review of our customer’s account to gain a better understanding of the issues at hand. In our review, we were able to find evidence of speed issues with our customer’s Internet connection from 11/8/14 to 11/29/14. When speaking to Mr. [redacted] on 12/28/14 we acknowledged these findings and let him know that we would be adjusting his account billing for the Internet services on this date. As a courtesy we also waived the installation fee that was billed for the service call to his home that took place on 11/18/14.Additionally, we are truly sorry to hear of the poor experience Mr. [redacted] had with one of our technical support representatives. When speaking with our customer we assured him this experience is not indicative of the service that we strive to provide and advised him that we will address these concerns with our Technical Support Department leadership for future coaching opportunities.We are confident that at this point we have reached a resolution with Mr. [redacted] and it is our genuine desire to continue a positive relationship with him 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 [redacted]-[redacted]-[redacted].Thank you. [redacted]Executive ResolutionsCox Communications
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their refund request. It is certainly not our intention to cause any frustration. While Mr. [redacted] is not an authorized user on this account we were still able to request the refund in...
question. We did verify with our refund department that the refund is currently being processed and is scheduled to mail out on March 22, 2016. Our office left Mr. [redacted] a message advising him of when the refund will be mailed out. 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 would like to thank our former customer for taking the time to file their concerns. We will be more than happy to assist them if they would like to subscribe to our services again. However, we will not be able to provide them complimentary services. We have...
already made multiple attempts to address and resolve their concerns the past several years. Most recently, an investigator with our Risk Management team went to their home on November 13th, 2014 and confirmed there had been no damage found caused by Cox to the customer's computers. On December 8th, 2014, our Damage Claims Department advised them that Cox cannot and will not be able to assist them any further and recommended they contact the appropriate law enforcement agencies for any further assistance. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We were sorry that we weren’t able to give the answers that the customer hoped for regarding her pricing and billing. Although we spoke to the customer in detail, she is not pleased with our attempt to assist her, and will pursue her concerns via other channels. As always, we appreciate the opportunity that the Revdex.com presents to us. [redacted]/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:
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.
I feel they are merely trying to get you out of the resolution process. they committed fraud by telling me my plan was only 38 dollars till I reinstated it. turned out it took me off my long distance plan, it took me off my plan period and it also cost me months of billing without any services. I expect cox to review the recorded conversation and reimburse me for everything including all my time lost. A letter is not sufficient. especially when when it removes the 3rd party from the negoitations
Regards,
[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. Lawrence E. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
April 15, 2017---Revdex.com complaint # [redacted] We were sorry to hear that the customer was not satisfied with our first response to your office. Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss his concerns. We advised the customer that he is receiving current customer rates and promotions, and we are not able to lower the rates on the services that he currently subscribes to with our company. The customer will decide what services he chooses to keep, and will contact us to let us know what changes that he will make to his account. As always, we appreciate the opportunity that the Revdex.com has given us. Thank you. Catherine/ Cox Communications Executive offices/ Arizona
We are sorry to hear our customer was negatively impacted by billing issues. We have reviewed the calls and the account. We contacted the customer directly and went over the billing concerns. We were able to come to a successful resolution. The customer is aware of the monthly recurring...
charges and current balance due. 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 her concerns regarding their 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 receiving this complaint, we were able to...
speak with our customer on 4/27/15. During our conversation with our customer we were able to come to an agreement on an additional account adjustment to resolve the situation. We are confident that we can now consider the issue at hand resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications
Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing 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 her concerns regarding the incorrect charges on the account. Please let me begin with an apology for any inconvenience she experienced. We certainly did not want to cause her any frustrations. Upon receipt of this...
complaint, we reviewed the original sales call and confirmed the customer was not quoted the additional charges. We have removed the disputed fees at this time. 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 customer’s 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
It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with her service. It is never our intention to cause frustration. We are working directly with our customer on the issues that were brought to the...
attention of your office. We do understand the frustration our customer has endured and we are committed to work with her to provide a successful resolution. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their negative experience with one of our field technicians. It is certainly not our intention to cause any frustration. Due to the claims our client brought to the attention of your...
office we have forwarded their feedback to our field leaders. We were able to verify that our customer received credits for their service calls dated on 6/9/16 and 6/17/16. To remain in good faith with our longstanding customer we have issued a $20 courtesy credit to their account. The credit will be printed on their August 2016 statement. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We regret to hear of our customer’s experience with our company. It is certainly not our intention to cause any frustration. We spoke to the customer directly on 6/23/16 to address their concerns and to provide a...
successful resolution. We also assured our customer that their recent experience with our Customer Care Department will be addressed with the appropriate leadership. 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
We have been in contact with our customer directly and are currently working towards a successful resolution. Sincerely, Jesse 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 the interaction with our Customer Care team and the incorrect charge. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any...
frustrations.Upon receipt of this complaint, we researched the customer’s account. Our findings confirmed that the customer should not have been charged for the service visit. We have credited the charge from the account and the adjustment should show up with our customer’s next statement. We have also investigated the interactions with our Care Team and passed along feedback to the appropriate supervisors regarding the concerns brought up.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.ThomasExecutive ResolutionsCox Communications
[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:
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.
Regards,
[redacted] THE ONLY THING THAT HAS HAPPENED IS I RECIEVED A CALL FROM CATHERINE NOFFLETT ON AUGUST 7TH, 2015, I EXPLAIND WHAT HAS TAKEN PLACE AND SHE SAID THAT I NEEDEDTO SEND PROOF THROUGH MY BANK STATEMENT. I EMAILED HER ON AUGUST 10TH AND 11TH EXPLAING THE HARDSHIP AND WHAT COX HAS DONE.. PLUS WANTED TO MAKE SURE WHAT OTHER THAN MY BANK STATEMENT WHICH SHOWS COX WAS PAID OR SHOULD I SAY THEIR 3RD PARTY " OUTSOURCER " HAS DONE ACCORDING TO COX EVEN THOUGH THE OUTSOURING THEY HIRED IS COLLECTING FOR COX, IT ALSO SHOWS MY "NSF" CHARGES AND APS MY POWER COMPANYS NSF, BUT THATS NOT EVEN ALL THAT HAS TAKEN PLACE IT HAS COST ME ALOT EVEN EVICTION PAPERS SERVED TO GO TO COURT. SO I SENT HER THIS EMAIL DETAILING ALL OF THIS SITUATION AND I HAVENT HEARD A WORD I CAN SEND THE EMAIL AS MY PROOF IVE TRIED TO GET BACK TO CATHERINE OF COX COMMUNICATIONS " THIS HAS NOT BEEN TAKEN CARE OF AT ALL.. NOW THEY ARE CALLING ME AND TELLING ME I'M PAST DUE AGIAN AND SENDING ME A BILL THATS GOT MORE FEES ON IT AND A SHUT OFF NOTICE... PLEASE SEE ATTACHMENT
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] The situation was explained to me that the original person didn't explain everything to me correctly and it was a good coaching experience. I realize that in many cases their hands are tied. I accept the resolution, but that doesn't mean I am totally in agreement or am totally happy about it.[redacted]
We appreciate our customer taking the time to voice their remaining concerns with their Cox account. Cox Communications takes the satisfaction of our customers very seriously and we are dedicated to reaching a resolution with Mr. [redacted]. Regarding the concerns outlined in his complaint, we performed a full review of our customer’s account to gain a better understanding of the issues at hand. In our review, we were able to find evidence of speed issues with our customer’s Internet connection from 11/8/14 to 11/29/14. When speaking to Mr. [redacted] on 12/28/14 we acknowledged these findings and let him know that we would be adjusting his account billing for the Internet services on this date. As a courtesy we also waived the installation fee that was billed for the service call to his home that took place on 11/18/14.Additionally, we are truly sorry to hear of the poor experience Mr. [redacted] had with one of our technical support representatives. When speaking with our customer we assured him this experience is not indicative of the service that we strive to provide and advised him that we will address these concerns with our Technical Support Department leadership for future coaching opportunities.We are confident that at this point we have reached a resolution with Mr. [redacted] and it is our genuine desire to continue a positive relationship with him 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 [redacted]-[redacted]-[redacted].Thank you. [redacted]Executive ResolutionsCox Communications
Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their refund request. It is certainly not our intention to cause any frustration. While Mr. [redacted] is not an authorized user on this account we were still able to request the refund in...
question. We did verify with our refund department that the refund is currently being processed and is scheduled to mail out on March 22, 2016. Our office left Mr. [redacted] a message advising him of when the refund will be mailed out. 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