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Revdex.com Case # [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.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, we were unable to provide an agreed upon resolution. The customer has declined to accept Cox's implementation of data caps though we have explained to the customer how to track her usage on our website Cox.com to ensure she does not exceed the 1 terabyte each month. Our customer doesn't feel it necessary to track her usage each month, because she believes there is no way she is going over the data allowance provided each month. We have also advised her of other data plans we provide that may meet her needs to assure she does not have any further overages.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 and deeply sorry we were unable to successfully resolve. We appreciate the opportunity that the Revdex.com has given to us to assist our customer Sharon H.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file her concerns regarding her 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 receipt of this complaint we were able to...

listen to the recording of the call from 2/20/16 that our customer referenced in their complaint. Review of this recording found our customer was in-fact quoted $84.06 for 12 months by our Customer Loyalty Representative but due to an error only a six month promotion was added to the account. We discussed the findings from this recording directly with the agent in question and confirmed they were able to speak with our customer on 3/25/16 and assured her once the discount of 35% off ends on 8/20/16 that it will be reapplied for an additional six months to honor the original quote. As an additional courtesy, we have applied an adjustment of $25.00 to the account for the frustration our customer experienced. We truly appreciate our customer’s patience and understanding and we are confident the issue at hand has now been addressed. 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. George S. Executive Resolutions Cox Communications

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 keep getting told that I have an, "Expected delivery date". The problem is that is never arrives. Now you are telling me 7/3, keep in mind that this delivery date was supposed to be 4/15. Yes, I did receive some credit and I appreciate that.  Instead of repeated emails, and filing complaints I would like to receive some results. I guess we will see if the 7/3 date happens. I would request that the Revdex.com keep this complaint open until I receive the amount promised from Cox.  Regards,[redacted]

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.  We have applied the credit for the service visit to the account at this time.  Additionally, we are reviewing the interaction our customer has brought to our attention.  Should our customer have any further questions that we can address, we encourage him to contact us at number we have left on his voice mail.    Thank you for your time and consideration.   Lawrence E. Executive Resolutions Office of the General Manager Cox 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 contacted the customer directly to address...

their concerns and are working to provide a successful resolution.  We will consider this matter resolved once the customer has been reimbursed as agreed upon and signs off as complete.   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.  Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that the individual has experienced with our company. It is certainly not our intention to cause any frustration.   We have contacted the individual directly and they informed us that the issue had been resolved. We appreciate...

the feedback in which he had provided regarding his experience. We assured him this matter will be thoroughly reviewed and addressed internally.   Thank you for your time and consideration.   Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

I received the return box but I am not paying for that month. I had [redacted]. I cancelled with you guys. You cannot prove that I didn't cancel and I know I cancelled and I mailed a letter after I started getting calls from you. So it is not we just say you owe it pay it. You have to PROVE it and I was not using your services at that time. I have been with ACN ([redacted] provider) for months now. I am not paying what I dont owe. I did get your box FINALLY after filing this.

February 21, 2017—Revdex.com complaint# [redacted] We were sorry to hear of the confusion and misunderstanding that occurred on the customer’s billing.  Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss.  We confirmed that the...

credits were applied to his account for late and reactivation fees, and advised him that his current monthly rate is $39.99.  The customer was pleased that his rate has been restored to the correct amount that he was quoted, and was satisfied with the credits that we applied. As always, we appreciate the opportunity to assist a valued customer!  Thank you for bringing this matter to our attention. Catherine /Cox Communications Executive Offices/ Arizona

I received a voicemail today at 12:14pm.  I returned the phone call and left a voicemail with all of my account information at 2:44pm Arizona time.  [redacted] 
[redacted]###-###-#### account may  be under ###-###-####

[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]

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 at the number provided of ###-###-####, 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. Sharon H.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file their concerns regarding the monthly rate for their Cox services.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customer any frustrations. Upon receipt of...

this complaint we were able to review the account in question and found that when our customer had spoken with our Customer Care Center on 12/20/16 to achieve a lower rate, we confirmed that the promotion required to lower the rate of services was not applied correctly. As a result, we have applied the correct promotional discount to the account and backdated the addition to the originally requested date of 12/20/16. This adjustment has lowered the monthly rate to $64.98 plus tax per month through 3/11/17 and created a credit of $71.53 to correct the previous months where the discount did not properly apply. 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.  If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. George Executive Resolutions Cox Communications

August 8, 2016,   Revdex.com complaint # [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

[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 are sorry to hear that our customer has concerns regarding her final statement.  Upon receipt of our customers concerns we reviewed their account and do not have any record of anyone accessing this account before October 29, 2015.  Prior to October 29, we show someone from one of our...

call centers accessed the account on May 22, 2015.  At this time we are unable to justify issuing any credits on this account.  If our customer can upload the email that she received that shows confirmation of the account being disconnected prior to October 29, 2015 we will be happy to further review. We thank our customer for the unique opportunity to serve them through this avenue, and apologize for any inconvenience.   Thanks for choosing Cox Communications Executive Escalations Team SE

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 installation fees that have been billed to your account.Our records show that on February 12, 2016,...

$104 of the installation credits were applied to your account.  Today (February 22, 2016), I have issued the remaining $50.00.  These credits will reflect on your next billing statement.Please accept our apologies for the frustration we have caused you.  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 Communications[redacted]

We would like to thank the customer for taking the time to file her concerns regarding the recent service issues. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.   Due to the concerns that were brought to our...

attention, we made multiple attempts to reach her at the number provided. We were unsuccessful in our attempts. We were able to leave a voicemail with our contact information on each call though.   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.     Melissa/Cox Communications Executive Offices/Arizona

We would like to thank the customer for taking the time to file their concerns regarding their service and account billing.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Regarding the...

customer’s concerns with their account, we did attempt to reach them at the telephone number listed on the account to address these issues on 1/24/18 and 1/26/18 but we were unsuccessful. While we were unsuccessful in speaking to our customer directly, we have conducted a research of their account to gain a better understanding of their concerns.   After review of the account we do see that our customer has since spoken with our Customer Care Center to advise that the service issues have been resolved. Additionally, we do see that a credit has been applied to the account for the interruption our customer experienced with their services. It is our understanding that this issue is now 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

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their service.  It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns.  Our client advised us that his...

service is working.  He then asked for credit for the 3 days his TV service was intermittent.  We advised him that 3 days of cable service for him is $12.87 and that he was issued a $20 credit to cover those days. Our customer us with feedback on his experience with our phone agents and field technicians.  We advised him that all of his feedback will be forwarded to the appropriate departments to help improve our customer experiences. 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