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Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their negative experience with one of our field technicians.  It is certainly not our intention to cause any frustration. Due to the claims our client brought to the attention of your...

office we have forwarded their feedback to our field leaders.  We were able to verify that our customer received credits for their service calls dated on 6/9/16 and 6/17/16.  To remain in good faith with our longstanding customer we have issued a $20 courtesy credit to their account.  The credit will be printed on their August 2016 statement.  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. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We appreciate our customer taking the time to voice their additional concerns regarding the Internet service for their Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Although we completely understand our customer’s frustration, we must reiterate that because they have opted to terminate their Cox HomeLife services, we no longer have the ability to troubleshoot or attempt to correct the issues they claim they have experienced with their service. While we recognize this may be upsetting, our company does not have the justification in the account notes or repair visit history to indicate an ongoing service issue as our customer mentioned they experienced. Additionally, our customer opted to proceed with terminating the service despite being advised there would be an Early Termination Fee billed for doing so. At this juncture, we are unable to waive the Early Termination Fee that was billed and we do consider this matter to be closed.   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 appreciate the customer’s honesty and transparency regarding this matter. It is certainly not our intention to cause any frustration.   We have contacted the customer directly on 4/18/16 to address their concerns and provide a satisfactory resolution.   As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.    Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We appreciate our customer taking the time to file their additional concerns regarding their Cox account and experience with our department. As a customer service oriented company we welcome the opportunity to address our customer’s concerns. Please know, we genuinely appreciate our customer’s honesty regarding the means in which their voicemails were returned by our department. We would like to express that we take all of our customer’s concerns and calls to our department seriously and in order to ensure all customers are helped equally we do return such calls in the order in which they are received. While we understand Mr. C[redacted] would have preferred an immediate response to his voicemail, we did do everything in our power to return his calls to us in a timely manner. Rest assured, we are able to confirm that our department did speak with Mr. C[redacted] directly on 8/24/16 to address his service concerns and confirm the adjustment that was applied to his account. We are confident the issue at hand has been resolved. 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. Executive Escalations Cox Communications

Revdex.com Case # [redacted] We regret to hear of 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.   [redacted] W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com #[redacted]We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account we can address their concerns. We appreciate the opportunity that the Revdex.com has given to us to assist our customer and are always...

happy to address concerns that a customer brings to the attention of your office.  Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet Service and its quality.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any frustrations. Upon receipt of...

this complaint, we reached out and spoke with the customer regarding the issues. As a courtesy, we offered to schedule a technician and waive the normally applicable fee to verify the services were up to specifications. We followed up after the technician's visit to confirm everything had been addressed. At this time, the customer stated that his services are working correctly. 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. [redacted] Executive Resolutions Cox Communications

My bill has now jumped to $700 and I've been using TMobile cellular Data only for my internet service. Additionally, all equipment has been returned. There are hours and hours of calls of me complaining about my inability to use the phone and/TV due to "NO SIGNAL".. For you to have sufficient evidence, you'd need to listen to these hour long calls. I'd call your bluff and say that you haven't. Also, as no one seemed to care, how would my account reflect proof either? Surely you have the ability to pull usage details. How many times service was used perhaps? Have you seen a single phone call made on the phone line? No. You wont because the service didn't work! Did I stream TV?? NO BECAUSE THE SERVICE DIDNT HAVE CONNECTION. A company as large as Cox without a doubt has the ability to track these details. So before you insult me any further with you "insufficient evidence" replies, I challenge you to actually do some work and help the little guy. I will say that ultimately this misuse of company time will end up being more expensive in the long run. You should try reconsidering your obstinence as it really isn't honest of you, nor is it cost effective for your company's bottom line. Thanks.

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 a recent returned payment that has been charged back to your account.  I have reviewed your...

account and have determined the following:Our records show that on January 6, 2016, we received 2 (two) online check payments in the amount of $214.40.  At the time this payment was made, your account was delinquent with a balance of $476.36 and was suspended for non-payment.On January 19, 2016, 1 (one) of the duplicate payments were returned by your bank for "non-sufficient funds."  As a result, the $214.40 was charged back to your Cox account and you were assessed a $25.00 returned payment fee.As a good faith gesture, we have credited the $25.00 returned check fee.  However, since we were not able to collect the funds for the duplicate payment, we must respectfully deny your request to have those funds credited to your Cox account.Please contact me directly with any additional questions and/or concerns you may have regarding your Cox account.Best Regards,  Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]

Dear notified parties involved, I do not accept your response as I checked over my online bill and it does not confirm my rate is 169.81 moving forward.  At this point, I only have enough information to determine that you have only charged me that amount this month.  I am withholding acceptance until I see my February bill.  I looked at the News from Cox section and it only reflects that my rate will still be escalated to $191 based upon the language of the material.  I need something substantial and I will not be taking anyone's word for anything unless I see it well documented. Regards,Lawrence Coleman

Melissa with Cox did not check with homeowner. Still no internet service. Problems started a month ago. Unacceptable service. Please send a technician who has skill sets to repair. Last group said they had no idea why a tv signal and phone signal would come through but no internet signal. Help!

I want to thank you for removing the one remark off my credit report however the second one that you said is legit for the $200.00 I am still having trouble with. I have contacted the number you gave me and they say I do not have an account with a balance when they look up my name or have me give them my phone number. When I went to the Cox store I get the same answer that they have no idea what account I am talking about. How do I pay for a bill you say I have but no one seems to be able to find it. Please help. ThanksArketih

June 16, 2016   Revdex.com complaint # [redacted]—John I[redacted]   We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his account.  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 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 Tell us why here...

Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved. Nothing resolved on our last complaint. Can't get a hold of anyone to talk to. Cox Communications and there subcontractors did extensive damage to our front yard and our irrigation system. Received correspondence from [redacted] saying everything has been resolved.

We sincerely regret any frustration regarding the service call charge for the recent service appointment. We attempted to reach the customer on July 27th and July 30th to address their concerns. We were unable to make contact with the customer but we had left voice mail messages advising them of the adjustments made to their account and our contact number as well. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. However, at this time we are confident that we have successfully addressed and resolved our customer's concerns. As always, 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 his concerns regarding the monthly rate for their Cox services.  Please let me begin with an apology for any inconvenience he experienced.  We certainly do not want to cause him any frustrations. Upon review of the account,...

we do see that our customer contacted our Customer Care Center on 11/8/16 to discuss their account. Review of the account notes indicate that our customer opted to change their level of service to achieve a lower monthly rate. Although our customer has already spoken with our staff regarding their concerns, we would like to provide additional concern regarding their recent increase in monthly rate. Please know, in our customer’s 10/4/16 billing statement a notification was included explaining that as of the 11/4/16 billing cycle the base price for their Premier Internet services would be increasing from $84.99 per month to $87.99 per month. While we understand this increase may be frustrating, we would like to assure our customer that rate adjustments are a decision that is never taken lightly by our company and adjustments such as these are put towards ongoing product and technology investments in addition to increases in business costs. 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 Executive Resolutions Cox Communications

Revdex.com Case # [redacted]   We regret to hear of any inconvenience that our customer has experienced with our company.   According to our records, the Cox Collections Department made several attempts to contact the customer by telephone in May of 2012 before the account was assigned to a...

collections agency on 6/4/12. Notification letters were also mailed from Cox Communications to the customer on 5/17/12 and 5/26/12 in addition to the customer’s statements for May, June and July of 2012 which included the $59.57 balance.   While the account was re-assigned to another collections agency in April of 2016, the $59.57 balance had remained the same from the collections agency it was originally assigned to in 2012. Lastly, although the customer agreed to pay the balance, the equipment charges may still be reversed if the customer is able to locate and return the equipment in question.   Thank you for your time and consideration.   Jesse W. Executive Resolutions Office of the General Manager

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to assist our customer. It is never our intention to cause any frustration for any of our clients. We have corresponded directly with our customer and he has confirmed that his pricing issues have been resolved.  We have also...

addressed the concerns with his overall experience and the information has been forwarded to the appropriate leadership for further review. 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

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their home security thermostats. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns.  Our customer has...

already been in contact with our Damage Claims department in regards to their complaint.  Nonetheless, our office scheduled to have a technician come to their home to address the equipment issues they were having.  Because of the problems our customer was having with the thermostats, they requested to have the units replaced back to a regular unit.  Due to the issues they were having, our field leaders coordinated to have an AC company come to their home to replace the thermostats. Because our customer filed a Damage Claim for the issues they were having with the thermostats, they will need to continue to work with the assigned adjuster for any further issues that may need to be addressed relating to this claim.  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

We would like to thank the customer for taking the time to file his concerns regarding his final billing statement.  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 12/22/15 to address his concerns. During our conversation with our customer we found the charge in question was an unreturned equipment charge that was added to the account erroneously. In an effort to reach a resolution, we have removed the disputed charge which has left our customer’s former Cox account with a zero balance. 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
Executive Resolutions
Cox Communications