Foss Motor Co. Inc.

Dear Revdex.com,
Cox Communications files this response in regards to complaint ***.First and foremost, we apologize to our subscriber for the inconvenience this matter has caused themAfter thoroughly researching the subscriber’s account, Cox Communications was unable to a find any
indication that the subscriber was promised and offered a $rebate offerHowever, on 8/3/15, a member of Cox Executive’s Team issued the subscriber’s account a credit in the amount of $Additionally, a member of the Cox Executive team contacted the subscriber to address their concerns and to setup a service call to take place on 8/7/A Field Service Supervisor will be going out to the subscriber’s residence to rectify their service issuesOnce the service call is completed, a member of the Cox Executive team will be contacting the subscriber to follow-upIn the meantime, should the subscriber have any additional questions or concerns, they may contact the member of the Executive Resolutions team at ***
Sincerely,
Cox Executive Resolutions

This is in response to the customer’s concerns:
On June 12, 2017, the customer made a payment arrangement through our *** *** team in the amount of $to be paid on June 18, At that time, her balance was $
On June 18, 2017, the customer contacted Cox and advised
the Cox representative that she was only able to pay $20, and she requested for the difference to be paid on June 22, This payment extension was grantedFollowing her $payment on June 18, 2017, a new bill generated dated June 21, 2017, increasing her balance to $On June 23, and June 24, 2017, Cox received two payments ($and $55) totaling $
As of June 27, 2017, her balance is $415.52, and she currently has an arrangement to pay $by July 07, According to our records, the reason for her outstanding balance is because the payments we have received historically have not been full but partial paymentsFor this reason, until she is current with her balance, we are unable to provide any further payment extensions
In regards to her monthly rate, our records show that on May 09, she was given a 12-month promotional offering at the monthly rate of $(This excludes any rate increase that may become effective during the 12-month period.) Based on the services that the customer subscribes to, we have confirmed that she has our best promotional discounts
Because we are unable to confirm any billing errors, we are unable to apply any adjustments as requested by the customerIn the event the customer has any further questions about the information above, we ask that she please contact our *** *** team at ###-###-####
Sincerely,
Cox Executive Resolutions team

Upon receipt of the complaint a member of the Cox Executive Escalations team reviewed the account and according to Cox records the original refund was issued on 4/14/and was mailed to the customer's home address on file but it was returned as an invalid address. A request was sent to
refunds for a new check to be delivered over night express delivery. According to Cox records that check went out on 5/and the customer should have received the refund by 5/20/17. The Executive Resolution Specialist has tried to call the customer to confirm and has not been able to do so. We apologize the customer didn't get the first refund and we appreciate you allowing us the opportunity to address their concerns. Should the customer need anything further they have the been given the Executive Resolution Specialist's contact information. Thank you Cox Executive Escalations

[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,
*** ***

After further research the customer's service was soft disconnected as of September 18th and hard disconnected at the pole as of October 10th , 2016, which is why they were billed the month of October. Once the disconnect was completed on October 10, the services were prorated from September through October and the partial credit of $was reflected on their October billing statement. There were equipment charges applied to the account as well but they were all credited back once the service was reconnected. As a courtesy because you were not given accurate information I have issued a courtesy credit of $to for the inconvenience. We apologize for the inconvenience this matter has caused and appreciate you allowing Cox to address our customer's concern. Sincerely Cox's Executive Resolution team

We apologize to the customer for this inconvenienceWe have removed the cable line from the customer’s property effective May 30, Should the customer have any further questions about this matter, we ask that he please contact the Executive Specialist at the phone number provided to him.We
appreciate the customer’s patience, and we will continually strive to provide our customers with the best possible service.Sincerely,Cox Executive Resolutions team

A member of the Cox Executive Resolution Team contacted the customer to address their billing concerns. In reviewing the call, Cox was able to confirm the customer was given incorrect information pertaining to the monthly rate. To resolve the matter the Executive Resolution Specialist was
able to remove the current campaign and apply a new month campaign with a promotional rate of $103.03. The customer has accepted the new rate and the Executive Resolution Specialist has applied a one-time courtesy credit for the difference of the $for the first months of service. The customer was also advised that this rate is subject to increase should we have any increase on our fees and taxes. The customer has the contact information for the Resolution Specialist should they need to discuss the matter further. We apologize for the inconvenience and we appreciate the opportunity to address our customer's concernsSincerely, The Executive Resolution 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 complaintThe Resolution Specialist did not receive full account information from the customer so that a resolution could be provided
We are unable to locate a current or former Cox account in this customer’s name or email addressIn the event the customer would like to discuss this matter further, the Executive Resolution Specialist can be contacted at *** *** *** 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 provided in the complaint. The customer is disputing a $price step up which resulted in her monthly rate increasing to $Price step ups are standard
and generally occur during the second months of the customer’s Service AgreementAccording to section of the customer’s Service Agreement, if the promotional rate ends or changes before the Service Agreement expires, Cox will not charge the customer more than Cox’s published regular month-to-month, non-promotional rates in effect for her local franchise service area In the event the customer has any additional questions about this matter, the Executive Resolution Specialist can be contacted at the telephone number provided in the voicemails left with the customer Sincerely, Cox’s Executive Resolution Team

A member of Cox's Executive Escalation team has attempted to reach the customer to address their concerns and has been unsuccessful. In reviewing the account the customer was disconnected for non-pay on 9/and they called to discuss getting the service turned back on, October
17, 2016. Cox records confirm the service was completely disconnected as of 9/18/and the account was credited from 9/18/through 10/26/and then re-instated again as of 10/21/after the payment of $451.95 was paid. Since the account was disconnected as a non-pay disconnect, a service deposit and equipment deposit is required in order to reconnect the service. The customer was charged a $service deposit and for the Equipment deposits and these are valid charges. However the customer was also charged an early termination fee in the amount of $because the contract was cancelled once the account was disconnected for non-pay. As a one time courtesy Cox has issued a credit for the early termination fee and the remaining balance is $373.18. If the customer would like to discuss this matter further please have them contact the Executive Resolution Specialist at the number that was provided to them. Thank you for allowing us the opportunity to address our customer's concern. Cox's Executive Escalation 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,
*** ***

Complaint: ***
I am rejecting this response because:please excuse me for taking so long to respond back to your E-Mail.I am still experiencing an issue changing and keeping the setting changedif I log in,I am able to change the settings without an error but the features stay offother days I get an error on one or the other and sometimes there's no problem I don't play with them much because I just need to be off more then on since I cant change thembut I really do need the features. I don't want to be up set here about this, I feel it has been worked on it but something is wrong somewhere, but I don't feel that that I should have to pay for service that I have to have to go this route to have problem fixed. each person I spoke to could not help mei stopped putting in tickets because All of the reps set the same expectations, "it will be escalated to corporate in atlanta." No one calls me back (when I had more availability) and when I feel it been a bit over days since I have called, I call back and the case has been closed and resolved. email is the bast way to reach meill be available from 9-10:from tomorrow till saturday I have a break in between those hours.thank you for your time
Regards,
*** ***

Please accept our apology for the delayed response. Cox has reviewed the customer's account and can confirm that the customer started service on April 14, 2017. Since then, the customer has had three returned payment fees totaling $The customer was advised that Cox only allows
one returned payment credit every months. However, the customer was credited in full for the three returned payment feesIn addition to the $credit that was applied to her account, she received additional credits on April 26, towards her monthly serviceIn total, the customer has been credited $427.82. As of June 23, 2017, her balance is $261.58, and it is due by July 06, If the customer has any further questions about this matter, we ask that she please contact our Billing team at ***. Thank you for allowing Cox to address the customer's concerns

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:This is not really a resolution.    I suppose they get to keep their A rating because of it though.  Pity.
Regards,
[redacted]

Hello,
A member of Cox’s Executive Resolutions Team left the customer a message with their contact information on two separate occasions via the telephone number provided in the complaint. 
The Executive Resolution Specialist (ERS) noticed there is currently a work order scheduled for the...

internet issues.  If the customer still needs further assistance, please contact Cox’s Executive Resolution Team at the number provided by the ERS.
We apologize for not being able to reach the customer, but look forward to being able to resolve their concern.
 
Sincerely,
Cox’s Executive Resolution Team

Revdex.com Case # [redacted]
 
We sincerely regret any inconvenience that our customer has experienced with our company.
 
Upon reviewing the account with our Telephony Support Department, we had verified that the telephone features had been enabled by the user. During that time we had made a...

test call which confirmed the features were working properly.
 
Due to their limited availability, we attempted to reach our customer via e-mail to confirm if the issues were still occurring since no issues were found. We also advised in our email that customers may experience errors disabling or enabling the phone features online if the phone service is in use.
 
At this time we have not received a response from our customer. However, we will continue to attempt to reach them to confirm their concerns have been addressed.
 
Thank you for your time and consideration.
 
Executive Resolutions
Office of the General Manager
Cox Communications, Southwest Region

We apologize to the customer for his experience. We have attempted to reach the customer on several occasions at the phone number provided on the complaint. However, to date, we have not received a return phone call. If the customer still requires assistance, we ask that he please contact the...

Executive Resolution Specialist at the phone number provided to him.   Sincerely,   Cox Executive Resolutions team

Cox Apologizes for the delay in the response.  A member of Cox's Executive Escalations team contacted the customer on 9/20/17, and the customer explained they cancelled the phone service several years ago.  The Executive Resolution Specialist explained  they should have...

been put in billing for the rental of the modem once the phone service was disconnected.  Since the customer was never put in billing for the rental modem, as a courtesy Cox has agreed to ship out a brand new modem and waive the cost. the customer has been advised the modem will be shipped on October 13, 2017 per the customer's request.  We apologize for the mix-up and appreciate you allowing us the opportunity to address our customer's concerns.  Sincerely, Cox's Executive Escalation Team.

A member of Cox's Executive Resolution team contacted the customer to address concerns regarding cancellation of services and billing issues.  Upon review of the account it has been verified that the account is closed and the remaining balance was cleared based on the fact that the customer did...

not owe the funds.   The customer still needs to return equipment to Cox Communications. Once the equipment has been returned, a refund check will be issued for the amount owed.  Should the customer have any further concerns, a phone number has been provided for future contact. We apologize for any inconvenience to the customer and will continue to strive to provide our customers with the best service possible.  Sincerely,Cox's Executive Resolution Team.

Cox has also received this complaint from the Federal Communication Commission (FCC) as well.  A member of Cox's Executive Escalation team has reached out to the customer to assure the customer Cox will address her concerns and will be sending the final  response to the...

FCC.  Thank you for bringing this matter to our attention, Sincerely Cox's Executive Escalations team.