Foss Motor Co. Inc.

A member of the Executive Resolution team contacted the customer on 2/5/and offered to credit the $for the *** card credit to offset the Early Termination FeeThe customer accepted the offer and was satisfied with the resolutionThank you the Executive Resolution Team

Cox’s Receivable Managements team received the customer’s bank ledger and was unable to validate that she was overbilled for serviceWhile we can confirm that two payments of $were received on April 18, and April 23, 2016, these payments were applied towards her $balanceA
breakdown of her $balance is as follows: in addition to her monthly balance of $for her Cox statement dated March 27, 2016, her payment of $was returned on March 30, Consequently, the customer was charged a returned payment fee of $As a courtesy, her returned payment fee was credited on May 17, Cox’s records also indicate a second returned payment of $on February 18, due to insufficient fundsAs a courtesy, her second returned payment fee was credited on February 18, We have provided the customer’s payment history belowIf the customer can provide proof that additional payments were cleared from her bank to Cox between her connect date of 11/23/and disconnect date of 07/13/2016, we ask that she send her bank ledger showing these payments to the email address provided to her Accepted Payments Returned Payments $12/19/$2/18/$1/18/$3/30/$2/19/$4/18/$4/23/$6/17/$7/18/ As of July 18, 2016, the customer is paid in full, and her account reflects a zero balanceWe apologize for any confusionAnd we appreciate the customer allowing Cox the opportunity to respond to her concernsIn the meantime, should the customer have any further questions about the matter above, she can contact our Billing team directly at ###-###-#### Sincerely, Cox Executive Resolutions team

On September 8, 2017, a member of Cox’s Executive Resolutions team spoke with the customer in reference to his monthly rateThe customer was previously taking advantage of a promotional discount which was set to expire on August 1, The customer’s price increase was not related to moving to a
new address. The Resolution Specialist was able to apply new qualifying discounts, reducing his monthly rate to $for monthsThis excludes any rate change that may become effective during the 12-month period We appreciate the customer allowing Cox the opportunity to address his concerns, and we will continue to strive to provide flexible solutions to meet our customers’ needs Sincerely, Cox’s Executive Resolutions team

On May 24, 2017, a member of the Cox Executive Resolutions team, reached out to the customer to address his complaintPart of his monthly increase has to do with a company rate increase that went into effect on February 07, Nevertheless, the Executive Specialist was able to reach a mutual
solution with the customerShould the customer have any further questions about this matter, he is welcome to contact the Executive Specialist at the phone number provided to him We apologize for any inconvenience this may have causedHowever, we appreciate the customer allowing Cox the opportunity to respond to his concerns Sincerely, Cox Executive Resolutions team

A member of Cox' Executive Escalations team has been trying to reach the customer and has been unable to do so. Since we were unable to reach the customer, in an effort to resolve the matter, on 9/6/the Resolution Specialist applied a credit for the $service call feeThe
Resolution Specialist left another message for the customer on 9/15/to let them know of the credit for the service call fee. We appreciate the opportunity to address our customer's concerns. Should the customer wish to discuss the matter further, they have the contact information for their designated Resolution Specialist and they will be happy to discuss the matter with themThank you Cox's Executive Escalations Team

In accordance with the customer’s request, we have added the advertised promotion of $(valid for months) and have backdated this change to her activation date on August 3, Additionally, we have credited her account the disputed amount of $As a result of this adjustment, no
payment is due for her Cox statement dated November 22, As of December 1, 2017, her remaining credit balance is $24.01, which will automatically apply to her next bill statement dated December 22, When her discount ends in August 2018, her monthly rate will return to its non-promotional/retail rate While we apologize for this inconvenience, we appreciate the customer bringing this matter to our attention Sincerely, Cox Executive Resolutions team

A member of Cox’s Executive Resolutions team attempted to contact the customer on numerous occasions via the telephone number and email address provided in the complaint. The telephone number was the wrong phone number, and the Resolution Specialist did not receive a response from the email
address We are unable to locate a Cox account in this customer’s name, phone number, or email addressThe service address listed in the complaint does not include the apartment number, so we cannot confirm the account information In the event the customer would like to discuss this matter further, the Executive Resolution Specialist can be contacted at the telephone number provided in the email sent to the customer Sincerely, Cox Executive Resolutions team

Hello,I apologize for the delayI have been dealing with some medical issuesYes, we have resolved the issue to my satisfactionThanks for your assistance. Cheers,***

In accordance with the customer’s request, we have taken care of the disputed amountAs of July 12, 2017, his account reflects a zero balance We apologize for this inconvenience, and we hope to service the customer again in the near future Sincerely, Cox Executive
Resolutions team

[To assist us in bringing this ***er to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:The issue has/had already been resolved via hour cox chat for the $a month first year, $a month second year That total included all applicable taxes...fees...equipment etc Any additional monthly charges would be for ordering pay per view which I don't I have attached the transcript from the chat that verifies the "problem" was already taken care of and if I had any issues to include a copy of the chat, which I just did This is my 2nd month of service and I have spent at least hours dealing with this ridiculousness Couldn't even get a response from Cox until of course the Revdex.com was involved
Regards,
*** ***

Our records indicate that the customer’s pricing/contract dispute was resolved on February 02, Should the customer have any further questions about this matter, we ask that he please contact the Executive Resolution Specialist at the phone number provided to him Sincerely, Cox
Executive Resolutions team

Revdex.com:
It would be a good business practice if their policy of not providing a closing statement at least informing their ex-customer that their account is closed and provided a statement, never heard of before policy of not refunding small balances was posted or provided I had no idea if the balance was $or $I have reviewed the response made by the business in reference to -complaint ID ***, and find that this resolution is probably the best I can expect I do not believe in beating something that is already dead
Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: The $was to be waived before the technician came to my apartmentIt was another mistake made by Cox that it was even listedFurthermore, I will be filing a separate complaint because a member of your corporate office lied to me and told me that the maximum credit has been placed on my account for the inconvenienceI had a separate issue yesterday that caused me to be credited an unsolicited $I asked him why I could not received what I requested in reference to this complaint and he essentially confirmed that it had not reached the level of authority to approve it.Regards,
*** ***

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because:Cox has proven my point that they have overbilled me by $20/month in their reply. If you look at their provided numbers, it does not match with the attached billing statement:Their numbers Billing Statement NumbersTV = $$87.99Internet = $$37.98Telephone = $$36.10Bundle Discount = --52.98Thank you,***Regards,*** ***

Since we are unable to confirm the whereabouts of the equipment in question, we have removed the cable box and wireless modem from her accountThis change resulted in the removal of her $equipment chargeWe have also adjusted all late and reactivation fees between January 9, and
February 5,
We apologize for any inconvenience this may have causedShould the customer have any related questions or concerns about the matter, she can contact the Resolution Specialist at the number provided to her
Sincerely,
Cox’s Executive Resolution Team

On November 17, 2015, a member of Cox’s Executive Resolution team contacted the customer to
address her concernsWe note that since the customer has taken advantage of several promotional offers discounting her monthly rateWe further note that it wasn’t until October that there was an official speed increase in her areaTherefore, the customer would not have experienced an increase in her Internet speed prior to our launch dateWe apologize that this was not explained to the customerHowever, she was able to confirm with the Resolution Specialist that her service is working properlyIn addition, she has accepted the above explanation and solution offered to her
We apologize for any confusion, and we appreciate the customer allowing Cox the opportunity to respond to her concerns.
Sincerely,
Cox’s Executive Resolution team

[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 ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

[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 ***, and find that this resolution is satisfactory to me. The employee that contacted me, Kathy G*** (I believe was her name) was exceptionally kind and helpful and not only acknowledged my complaint, but resolved it and went above and beyond to compensate my for the time and money that I lost in this situationI wanted to make sure she got the credit she deserved for what she did!
Thank you!
*** ***

In response to the customer’s concerns:Based on the recorded conversation on March 11, 2017, the customer called in to cancel his Cox servicesThe customer declined our efforts to further assist him after the Cox representative asked if there was anything he could do to retain his business
After processing the disconnect of his TV and Internet services, the Cox Representative attempted to transfer him to our Homelife department to cancel his Home SecurityHowever, because our Homelife department is closed on Saturdays, the customer agreed to callback on Monday to complete the disconnect of his Cox account.On March 20, 2017, the customer contacted our Homelife department to cancel his Home SecurityHe acknowledged to the Cox representative that his TV and Internet services were already disconnected (on March 11, 2017)Before cancelling his Home Security, the Cox representative advised the customer about the Early Termination Fee (ETF)At which point, the customer advised that he was not going to pay the ETF. For further information about the ETF that the customer was charged, we ask that he please refer to his signed agreement dated January 20, Upon request, we are able to resend a copy of his contract to his email address.To align the start and end date of his Cox services, as a courtesy, we have credited his account in the amount of $to prorate the time he was billed for his Home Security service (from March 11, to March 20, 2017)The start and end dates for his TV, Internet, and Home Security now reflects a connect date of January 28, and a disconnect date of March 11, 2017.As of May 30, 2017, his remaining balance is $We ask that the customer please contact our Receivable Managements department as soon as possible to discuss payment arrangementsHe can reach one of our Receivable Management Specialists directly at ***

[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 ***The response by Cox is somewhat misleading in that it gives the impression that all of the issues relating to the disruptions of service were at my addressIn fact, the disruptions (over a three week period) were within the area servicing my addressMultiple faults were identified and corrected during that three week periodThere was indeed a service call made to my address and the technician made some repairs/sdjustments to Cox equipment that ultimately restored service to our rsidenceWe were given an adjustment for the disruptions to service.
Regards,
*** ***