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Revdex.com Case #[redacted]It is our goal to provide our customers with exemplary customer service.  We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided. 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. [redacted].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 experienced. It is certainly not our intention to cause any frustration.    We have reached out to our...

customer to address their concerns, however, our attempts to reach them have been unsuccessful.  Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.   Thank you for your time and consideration.   Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

June 17, 2016  Revdex.com complaint # [redacted]—Tamas * V[redacted]   We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill.  Due to the concerns that the client brought to your attention, we contacted him directly to discuss the...

details.    At this moment we have resolved the customers billing concern in a satisfactory manner.  The client has our contact information should he wish to contact us directly.   As always, we thank the Revdex.com for the opportunity to assist our customer.   Luis/Cox Communications Executive Offices/ Arizona [redacted]

[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]

We would like to thank the customer for taking the time to file their concerns regarding their recent experience with our Field Services Department. Please let me begin with an apology for any inconvenience they experienced. Upon receipt of this complaint, we were able to speak with our customer...

directly on 5/30/17. During the conversation we addressed our customer’s concerns with the delays in their repair, and confirmed that our Field Service Department did return to the property and restore the services as requested. We are confident the issue at hand 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 experienced. Thank you. George Executive Resolutions Cox Communications

[redacted]
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. I would like an explanation of what I receive!!  My bill is $129.99 for 3 years from 8/16/16???  I have everything I had before plus gigablast internet?? Please do not be vague. My bill does not reflect any changes yet 
Regards,
[redacted]

We would like to thank the customer for taking the time to file his concerns regarding his account billing and recent experience with our Customer Care Center.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any...

frustrations.
Upon receipt of this complaint, we were able to make contact with our customer on 12/31/15 to discuss the concerns with their account. After reviewing the account we assured our customer the appropriate adjustments were made to both his former and current Cox accounts to ensure the disconnection for his previous address reflected the correct date of 10/30/15. This correction resulted in a credit of $71.74 being applied to our customer’s new account as well as a credit of $8.00 to waive a late fee and a $50.00 adjustment for our customer’s frustration. We are confident the issue at hand has now 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
George
[redacted]
Cox Communications

August 26, 2015—Revdex.com complaint [redacted] # [redacted] We were sorry that the customer was unhappy with our response to the Revdex.com.   As the customer requests, we will attempt to contact her via email to assist her with her billing concerns.  As always, we thank the Revdex.com for the opportunity to assist. [redacted]/Cox Communications Executive Offices/ Arizona

We are sorry to hear the customer isn’t satisfied with our response. We have already addressed this customer’s concerns through multiple avenues outside of the Revdex.com. Per the customer and the letter sent, they disconnected the services due to frustration and not service issues. We have advised that the initial installation did include internet services, the customer was aware of the internet service based on the conversations we have on file. The customer also stated on the phone with us that they were aware of the services that were installed. We have explained on each interaction we will not be crediting or removing the charges in question. At this time, we consider the matter closed. Thank You. Thomas Executive Resolutions Cox Communications

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company. It is certainly not our intention to cause any frustration.   Upon receiving our customer's complaint, we reviewed the calls that occurred on 5/26/16 and 6/24/16. On 5/26/16,...

the Cox Representative offered our customer the new promotional rate and advised it would expire after 12 months. The customer agreed and accepted this offer presented by the Cox Representative. On 6/24/16, the customer contacted Cox regarding a credit that was mentioned in the previous interaction. After reviewing the calls it was determined that the credit mentioned was a prorate due to the changes with their monthly rate. However, due to the confusion at that time the Cox Representative on 6/24/16 assisted our customer and applied a manual adjustment for the amount mentioned in the complaint.   We want to assure our customer that after reviewing the calls and their account that the appropriate adjustments have been applied and their billing is accurate. In addition, feedback will also be provided to the appropriate leadership regarding their experience.   Thank you for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

I asked for a copy of there terms and conditions clause. Nothing on the bill documents their arbitrary increase.  Melissa offered a new amount of $167.79 for the remaining eleven months.  I am again requesting the company uphold the 24 month agreement or release me from their contact at no fee to me.

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.After attempting one more time to resolve this issue with their customer service, know Cox Communications has added additional charges to my account that are not correct. The fact that I have overpaid now twice and they refuse to correct the billing dating back to June 15, 2015 makes this issue not resolved.I have now reduce the services even more as of August 04, 2015 and to no surprise to me, Cox continues to charge me extra as they sent a new invoiced that was received on Tuesday, August 18, 2015 with additional charges after my complaint was submitted to the Revdex.com.Please take note that any future response from Cox Communications is preferred via email [redacted]
Regards,
[redacted]

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 reiterate once more that we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan). We have also confirmed that in the past 12 months our customer has only exceeded the bandwidth allowance for their services on four occasions. We are confident this will cause a minimal impact to our customer and we appreciate their feedback. 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.

This is  a ongoing problem and when  you call in  you get the same lies and no help I got told to call Jenny directly  but she is not always in her office so what good would that do the voice mail tells  you they wil call you back the next busnnies day but the truth is its when they get around to it and if then

[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.I am sad to say that this is a pattern with Cox Communications and the only way I've even been able to resolve my issues has been to come to the Revdex.com. I wish Cox could simply be a responsible business that actually cares about keeping their customers. However, having the monopoly in Phoenix negates this from becoming a reality. 
Regards,
Bonnie Myles

Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs.  We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent experience with swapping your modem.  I have conducted a review of your account and...

have determined the following:Our records show that on January 11, 2016, you contacted our customer service team requesting to exchange your WiFi modem for a telephone modem.  In addition, there was a request to change the account name from Mr. [redacted] name to your name.When attempting to exchange the modem, there was an internal error that would not allow us to provision the equipment.  This error was resolved internally and did not require a technician to visit your home.  Please accept our apologies if this was not explained to you.In order to process the name change, Cox must disconnect the active account prior to establishing the new account.  This is the reason why you temporarily lost services.  When transferring the phone number from the former account (Mr. [redacted] account) to your account, the representative failed to have the phone number reserved.  This resulted in you temporarily not having the phone number assigned to your account.  Our records show this has now been corrected.Ms. [redacted] these many failures are embarrassing to our organization and does not display the legendary service we have built our reputation on.  We will use your experience as a coaching opportunity to ensure our representatives are thoroughly and efficiently assisting our customers.  Again, we apologize for the frustrations we caused you and I am available for any additional questions and/or concerns you may have regarding your Cox account.  My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications1[redacted]

[redacted]
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]

I do not accept this response because my services were never off. If they would have been off on my end I would have no problem with it. But I don't believe it's fair to charge me a fee to reconnect something that was NOT off. I was using my internet right up to before my call to them to make the payment. The lady on the phone at that time I made the payment knew they weren't off because I told her and she was surprised. If they were off I would have no problem paying to reconnect, but they were not off! Thank you so much for your time and any help you can give me. **

Revdex.com Case #11249402We are sorry to hear our business customer was negatively impacted with his email service.  Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the...

complaint. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We appreciate our customer taking the time to voice their additional concerns regarding their overpayment and refund request. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns. Upon receipt of this complaint, we do see that our Refunds Department did receive the requested proof of payment information from our customer on 1/19/17 which allowed us to process the refund for the credit balance. We were able to confirm that this refund of the credit balance on the account was processed with overnight shipping and has been delivered. Additionally, due to the frustration caused by this situation we have applied a courtesy adjustment of $50.00 to the account. While we understand the adjustment does not undo the frustration our customer experienced, we do hope it shows that we hope to continue a positive relationship with them moving forward. We appreciate our customer’s patience and understanding. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you. George Executive Escalations Cox Communications