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Revdex.com Case # ***It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with our company. We have contacted the customer directly to address their concernsWe are confident we will be able to
provide a successful resolution.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

[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 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,
Jeffrey S***

We’re sorry to hear that the customer did not accept our prior responsePlease know that it is never our intention to cause frustration with our customersWe have listened to the phone call in question a second time to verify its contentsThere was no “locked in” rate of $quotedThat was the balance of the current bill after a onetime credit was applied to the accountFurther, the monthly rate for the services with the promotional discount was explained as being, and currently is $If they should have any additional questions or concerns, they can contact our Customer Care Center at *** Thank YouThomas Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file his concerns regarding the incorrect equipment charges on his account. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrationsUpon receipt of this
complaint we researched and did confirm the customer was given the equipment for free several years ago, however it was listed in our system incorrectly which generated a chargeIt has been corrected and the customer is satisfied with the resolutionIt 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 YouThomas Executive Resolutions Cox Communications

I wanted to touch base with you as this rebuttal is now the third time this customer has disputed our findingsI worked with her directly on 6/from a Corporate Care complaints, and again on 6/to readdress the concernsMs*** is asking for us to provide multiple years of credit for her cable services which she insists she never orderedHowever, I spoke with her in great detail regarding her account on 6/and reinforced my findings on 6/For the security of our customer’s account I cannot go into direct account specifics, but her and I went over the date it was ordered, calls regarding the service, and a distinct lack of calls at any point over the disputed timeframe where the customer made an attempt to disconnect the service prior to this dispute. I made it clear that we absolutely understand her concerns, but the fact remains that every days we provide her with a monthly billing statement outlining exactly what she is being billed for and we encourage our customers to review their bill each month and contact us if there is a billing concernMs*** did admit to me that while she looks at the total balance owed each month, she does not review her detailed monthly billing statementThis was also echoed in her original Revdex.com complaint as wellShe also advised me, “I realize I do not have a leg to stand on” in this dispute but insists we credit her for multiple years of cable service which we have no account evidence to support her requestDespite the lack of evidence to support her request for credit, I had no issues offering to provide two months of credit for the cable service which she gladly accepted when I spoke with her on 6/Unfortunately, it appears she will continue to dispute this until she is provided with the years of credit she is requesting. At this time we feel we have been incredibly fair to our customer and feel that this rebuttal does not have grounds for a continued disputeAny assistance with helping us move forward with this is appreciated Thanks. *** ***Executive Resolution SpecialistSWR 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 frustrationsRegarding the customer’s concerns
with their account, we were able to make contact with them directly on 10/18/During this conversation, we explained that review of our customer’s account show that they were provided an Ubee brand modem/router combination device from Cox inventory when their services were initially installed on 9/12/Review of the account billing statements have found this is not a piece of equipment that was ever purchased by our customer, which resulted in the monthly rental fee of $plus tax that has been billed to the customer’s accountThis monthly rental fee is also outlined on each billing statement sent to our customer for their account While we understand our customer’s concerns, we must be transparent in stating that the modem in question is owned by Cox Communications and the rental charges that have been billed for the rental use of this equipment are validAfter our conversation with our customer to explain this information, we are confident the issue has 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 experiencedThank you*** Executive Resolutions Cox Communications

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 frustrationsUpon receipt of this complaint,
our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concernsReview of our customer’s account has found that when our customer brought this concern to our attention in January of 2017, that our Customer Care Center did in fact waive the returned payment fee, and late fee, in addition to applying a courtesy credit for the overdraft fee charged by our customer’s bankThese adjustments are outlined in our customer’s February 6, billing statement With this in mind, we are confident the issue at hand has already been resolvedIt 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 experiencedThank youGeorge Executive Resolutions Cox Communications

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration. We have contacted the customer directly to address
their concerns and are working to provide a successful resolutionIt is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce again, we would like to apologize for the frustration that the customer has experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customer. Danielle HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

We’d like to apologize that the customer had to follow up to get additional clarification regarding our prior responseIt is never our intention to cause further frustrationWe reached out and were able to speak with the customer June On the call, we explained the different tiers of internet service in question and confirmed that there would be no change in pricing to place him on the correct packageFurther, we were able to discuss and collect feedback regarding the prior interactions that led to this complaintAgain we’d like to apologize for the customer’s need to reach back out to us regarding his original complaint

The statement by Cox is a lieI was never notified that the rate I was charged was a temporary rateWhere is the proof I agreed to this? This is a deceptive and unfair business practice and I am being slammed with a rate I never agreed to

[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 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,
Heather S***

[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 11616192, and find that it is accurateThanks you for being the means in which I was able to fix this problem
Regards,
*** ***

No resolution has been achievedI am not sure if anyone came to fix the problem outsideI still have charges ($75) in my account becuase out of technician said the problem was related with my set upone technician called to stop by at the moment he was close byit does not work that waywe have busy lives as you dothey need to make an appointment the same way I request oneMy issue has not changed at allI believe Cox is not able to deliver the service I am paying for

Revdex.com Case # *** It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company. We have contacted the customer directly to address their concerns and provide a successful
resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding their experience with our Customer Care Center and recent service visit to their home. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause
our customer any frustrationsUpon receipt of this complaint we were able to speak directly with our customer on 2/6/to address their concerns regarding their previous experiences with our companyAdditionally, we were able to come to an agreement on the rescheduling of the requested outlet installation at no additional installation feeWe are confident the issue at hand has been resolvedIt 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 YouGeorge Executive Resolutions Cox Communications

Revdex.com Case # *** We regret to hear of any inconvenience that our customer has experienced with our company. We have attempted to contact the customer by telephone and e-mail on 10/and 10/12. 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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration. We have contacted the customer directly to address
their concerns and have provided a successful resolution.It is always our goal to provide our customers with exemplary customer serviceAs a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our companyOnce 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. Dani G.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case # *** We have contacted the customer directly on 6/7/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. Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case# *** We spoke with our customer directly on 7/6/to address their concernsWe advised her that prior to our initial voice message left on 6/30/16, we had an opportunity to review the call and determine what had been discussed regarding the new rateWe explained to our
customer that the pricing provided by the Cox Representative during the call was accurateDespite our efforts to address her concerns, the customer requested an e-mail with information for her to obtain these recordsWe sent an e-mail to the customer that evening on 7/6/with the required information and process needed to obtain the call Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region

[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 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,
Kelly ***