Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our companyIt is certainly not our intention to cause any frustration We spoke with our customer directly to address their concernsThe customer advised us that their services are working correctly following a recent service appointmentWe assisted with providing the appropriate adjustments and assured them their feedback will be addressed with leadership 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
I returned "George" phone call on 9/26/and on 9/29/and each time no one picks up the phone you can only leave a message and no one returns the call and I will be calling Cox today to let them know that no one returns the callI have received NO emails from this so called George and would like him to forward me a copy of those because he is lyingIf I have to take this issue to the media I will [redacted]
We appreciate Ms [redacted] taking the time to voice her additional concerns regarding her damage claimUpon receipt of this rebuttal, both our Damage Claims and Legal Departments reviewed her additional concerns, and re-examined the details of the cable installation at Ms [redacted] ’s homeNotwithstanding, Ms [redacted] ’s belief that our technicians caused damage to her home; further research has shown that the installation was done properlyA Cox supervisor, along with Ms [redacted] , examined the work that was done and Ms [redacted] assured him that the work was completed to her satisfactionCox cannot accept liability for any preexisting damage to Ms [redacted] ’s home After further careful consideration, Cox respectfully denies Ms [redacted] ’s claims Thank youExecutive EscalationsCox Communications
May 18, 2016—Revdex.com complaint # [redacted] —Jef [redacted] We were sorry to hear that the customer was unsatisfied with our response to the client’s first complaint filed with your officeAs we stated in our original reply, there is a *$fee for a technician to come out to the subscriber’s home to activate or relocate an outlet for the customer We would like to point out that company operates on the same pricing guidelines for all of our systems throughout the countryFor assistance with scheduling a change of service or a service call, we suggest the customer contact our Technical Support Team for help Our Technical Team can review and advise the client if there will be a charge associated with a visit to the home This group is available hours a day, seven days a week, and days of the year We can be reached at 623-594- While we always appreciate the opportunity to address customer’s concerns via the Revdex.com, we cannot guarantee that the customer will not have charges associated with a visit to the home We hope this information has been helpful to your office Thank youCatherine/ Cox Communications Executive Offices/ Arizona *rates subject to change
June 8, 2016—Revdex.com rebuttal [redacted] --# [redacted] This reply is being sent to your office in regards to the rebuttal that the client filed regarding her billing dispute As we confirmed in our first response, the billing was adjusted as the customer requested The client states in her rebuttal to your office that she is now experiencing Internet speed issuesShe also states that she would like someone from our Corporate Office to call her to address these service concerns Our Corporate Office personnel do not have the training to troubleshoot and diagnose data connectivity and speed issues with our Arizona customers Our Technical Support Team is available hours a day, seven days a week, and days of the year for our customer’s convenienceThis group can check signals, review equipment, and verify modem levels on the phone with our clients This team can also diagnose and provide advice to our clients, as well as schedule a service call to the customer’s home If a service call is needed, our Field Technicians work seven days a week, days of the year, and we offer convenient two hour time frames We can be reached locally at ###-###-####, or toll free at ###-###-#### Review of the customer’s account does not indicate that she has reported any service issues to us, and we have no service records on file for internet issues We ask that the customer utilize the resources that we provide and allow us to assist her in the manner to which our agents have been trainedWe hope this information has been helpful to your office Thank youCatherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file his concerns regarding her payment reimbursement Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrationsUpon receipt of this complaint we reviewed the account notes, and previous refund requestsReview of the account found that from there was a refund request completed on May 23rd, 2016, however it had been denied because there were pending charges on account for service from May 20th to July 7thWe did contact our receivables management team and were able to approve the customer’s refund of both and We have spoken with our customer directly as of 06/13/to advise her of this information and confirmed that the refund had been returned to her visa card on 06/We are confident that the customers issue 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 ###-###-####Thank You Melissa L [redacted] Customer Resolution Specialist Southwest Region
We would like to thank MrA [redacted] for taking the time to file his concerns regarding his bundle pricing Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations.I spoke with MrA [redacted] on 10/30/and after a thorough investigation determined we could make the appropriate changes to his account We worked diligently together to find a solution and he is satisfied with the outcome We appreciate MrA [redacted] ’ choosing Cox Communications for all his entertainment and communications needs,
We are sorry to hear our business customer is experiencing difficulty with their accountDue to this being a business account, we have notified our Cox Business team to reach out to the customer directly to ensure the issues are addressedWe are confident our Cox Business Services Department will be able to reach an amicable resolution with our customerThank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding the charges on her account Please let me begin with an apology for any inconvenience she experienced We certainly did not want to cause her any frustrationsAt the time we received this complaint, we had already been working with the customer through other escalation paths regarding the same concernsWe have already explained that the customer is responsible for the charges on the accountThe customer agreed that they broke the contract willingly, knowing the charges would be placed on the accountWe have also passed along feedback on the interactions the customer had concerns with as wellAt this time, we consider the matters closedIt 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 customer’s 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 YouThomas 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 frustrationsRegarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us ( [redacted] ) to address these issues but we were unsuccessfulWe have left voicemail messages and submitted a letter to the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billingAlthough we were unsuccessful in reaching our customer, we would like to assure them that as a courtesy we have waived the disputed charge for the recent repair visit mentioned in their original complaintThis adjustment will be reflected on their next monthly billing statementIt 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
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 on 5/27/and 6/2/Once we are able to verify the account, we can address their concerns and provide a successful resolution Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com # [redacted] We are sorry to hear of the service issues our customer brought to the attention of your office We sincerely regret the inconvenience that he experienced with our companyUpon receipt of his complaint we were able to see he had a service call scheduled on 1/30/We did attempt to contact our customer on 1/29/to no availBecause we were not able to directly speak with our customer before his service call, we did forward his concerns to our field for review We were able to make direct contact with our customer on 2/3/16, at which time we were able to go over the concerns he had After speaking to our client we feel we have successfully addressed the concerns he brought to the attention of your officeThank you for your time and consideration 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] Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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] ***l
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 Upon receipt of this complaint, we were able to locate the recording of the call our customer had with our Customer Care Center on 2/9/to order their servicesAfter reviewing this call, we were able to confirm that the agent our customer spoke to did advise our customer that the installation fees for their services would be waivedSince we were able to confirm our customer was told these installation fees would be waived, we have applied an adjustment to the account totaling $to removal all installation feesWe 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 experiencedThank youGeorge Executive Resolutions Cox Communications
Revdex.com # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their monthly rateIt 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 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 customerExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We were sorry to hear of the confusion that the customer experienced regarding the breakdown of their billing and billing cycleIt is never our intention to cause frustration to any of our clientsWe were able to reach Ms [redacted] and discuss her concerns in depth regarding her balance and her billing cycle datesThis cleared up any confusion she hadThe customer is happyOnce again, we would like to apologize for the frustration that the customer has experiencedFor future questions or concerns, she can always contact our Customer Care Center at 623-594-Thank YouTiaExecutive Resolutions/ Cox Communications
the modem was bought from coxThe man came and didn't know what to do with how to fix the problemWas not what we discussed with the manager on the phone the other dayProblem is still thereNothing was resolved
Cox did call me and they agreed to provide me with a $credit for the installation charge As of today 1/22/16, that credit has not been applied to my account I am still waiting for the $credit and now will be returning my cable box and disconnecting only my cable portion of my service Very unsatisfied with Cox customer service and follow up
We appreciate our customer taking the time to file their additional concerns regarding their former Cox accountAlthough review of the account did not indicate that the modem in question had been returned to our inventory, as a one time courtesy we have removed this equipment from the accountWith this equipment now removed, the unreturned equipment charge of $will be removed from the account within 1-days, leaving the account with a zero balanceOnce 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
We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billingCox offers a variety of High Speed Internet plans to meet the needs of its customersThese plans offer speeds ranging from 5mbps download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of terabyte (1TB)Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycleAs Internet usage is currently doubling every years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customersCox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing periodCox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of billing cycles when billing begins in your marketFor more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausageWhile monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your marketHowever, 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 trust that these tools will help you manage and understand residential broadband usageWe hope this information alleviates your expressed concernsIf you have any additional questions, please feel free to contact Cox at (888) 269-
Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our companyIt is certainly not our intention to cause any frustration We spoke with our customer directly to address their concernsThe customer advised us that their services are working correctly following a recent service appointmentWe assisted with providing the appropriate adjustments and assured them their feedback will be addressed with leadership 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
I returned "George" phone call on 9/26/and on 9/29/and each time no one picks up the phone you can only leave a message and no one returns the call and I will be calling Cox today to let them know that no one returns the callI have received NO emails from this so called George and would like him to forward me a copy of those because he is lyingIf I have to take this issue to the media I will [redacted]
We appreciate Ms [redacted] taking the time to voice her additional concerns regarding her damage claimUpon receipt of this rebuttal, both our Damage Claims and Legal Departments reviewed her additional concerns, and re-examined the details of the cable installation at Ms [redacted] ’s homeNotwithstanding, Ms [redacted] ’s belief that our technicians caused damage to her home; further research has shown that the installation was done properlyA Cox supervisor, along with Ms [redacted] , examined the work that was done and Ms [redacted] assured him that the work was completed to her satisfactionCox cannot accept liability for any preexisting damage to Ms [redacted] ’s home After further careful consideration, Cox respectfully denies Ms [redacted] ’s claims Thank youExecutive EscalationsCox Communications
May 18, 2016—Revdex.com complaint # [redacted] —Jef [redacted] We were sorry to hear that the customer was unsatisfied with our response to the client’s first complaint filed with your officeAs we stated in our original reply, there is a *$fee for a technician to come out to the subscriber’s home to activate or relocate an outlet for the customer We would like to point out that company operates on the same pricing guidelines for all of our systems throughout the countryFor assistance with scheduling a change of service or a service call, we suggest the customer contact our Technical Support Team for help Our Technical Team can review and advise the client if there will be a charge associated with a visit to the home This group is available hours a day, seven days a week, and days of the year We can be reached at 623-594- While we always appreciate the opportunity to address customer’s concerns via the Revdex.com, we cannot guarantee that the customer will not have charges associated with a visit to the home We hope this information has been helpful to your office Thank youCatherine/ Cox Communications Executive Offices/ Arizona *rates subject to change
June 8, 2016—Revdex.com rebuttal [redacted] --# [redacted] This reply is being sent to your office in regards to the rebuttal that the client filed regarding her billing dispute As we confirmed in our first response, the billing was adjusted as the customer requested The client states in her rebuttal to your office that she is now experiencing Internet speed issuesShe also states that she would like someone from our Corporate Office to call her to address these service concerns Our Corporate Office personnel do not have the training to troubleshoot and diagnose data connectivity and speed issues with our Arizona customers Our Technical Support Team is available hours a day, seven days a week, and days of the year for our customer’s convenienceThis group can check signals, review equipment, and verify modem levels on the phone with our clients This team can also diagnose and provide advice to our clients, as well as schedule a service call to the customer’s home If a service call is needed, our Field Technicians work seven days a week, days of the year, and we offer convenient two hour time frames We can be reached locally at ###-###-####, or toll free at ###-###-#### Review of the customer’s account does not indicate that she has reported any service issues to us, and we have no service records on file for internet issues We ask that the customer utilize the resources that we provide and allow us to assist her in the manner to which our agents have been trainedWe hope this information has been helpful to your office Thank youCatherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file his concerns regarding her payment reimbursement Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrationsUpon receipt of this complaint we reviewed the account notes, and previous refund requestsReview of the account found that from there was a refund request completed on May 23rd, 2016, however it had been denied because there were pending charges on account for service from May 20th to July 7thWe did contact our receivables management team and were able to approve the customer’s refund of both and We have spoken with our customer directly as of 06/13/to advise her of this information and confirmed that the refund had been returned to her visa card on 06/We are confident that the customers issue 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 ###-###-####Thank You Melissa L [redacted] Customer Resolution Specialist Southwest Region
We would like to thank MrA [redacted] for taking the time to file his concerns regarding his bundle pricing Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations.I spoke with MrA [redacted] on 10/30/and after a thorough investigation determined we could make the appropriate changes to his account We worked diligently together to find a solution and he is satisfied with the outcome We appreciate MrA [redacted] ’ choosing Cox Communications for all his entertainment and communications needs,
We are sorry to hear our business customer is experiencing difficulty with their accountDue to this being a business account, we have notified our Cox Business team to reach out to the customer directly to ensure the issues are addressedWe are confident our Cox Business Services Department will be able to reach an amicable resolution with our customerThank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file her concerns regarding the charges on her account Please let me begin with an apology for any inconvenience she experienced We certainly did not want to cause her any frustrationsAt the time we received this complaint, we had already been working with the customer through other escalation paths regarding the same concernsWe have already explained that the customer is responsible for the charges on the accountThe customer agreed that they broke the contract willingly, knowing the charges would be placed on the accountWe have also passed along feedback on the interactions the customer had concerns with as wellAt this time, we consider the matters closedIt 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 customer’s 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 YouThomas 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 frustrationsRegarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us ( [redacted] ) to address these issues but we were unsuccessfulWe have left voicemail messages and submitted a letter to the customer with our contact informationShould the customer contact us we will be happy to address their concerns with their account billingAlthough we were unsuccessful in reaching our customer, we would like to assure them that as a courtesy we have waived the disputed charge for the recent repair visit mentioned in their original complaintThis adjustment will be reflected on their next monthly billing statementIt 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
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 on 5/27/and 6/2/Once we are able to verify the account, we can address their concerns and provide a successful resolution Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com # [redacted] We are sorry to hear of the service issues our customer brought to the attention of your office We sincerely regret the inconvenience that he experienced with our companyUpon receipt of his complaint we were able to see he had a service call scheduled on 1/30/We did attempt to contact our customer on 1/29/to no availBecause we were not able to directly speak with our customer before his service call, we did forward his concerns to our field for review We were able to make direct contact with our customer on 2/3/16, at which time we were able to go over the concerns he had After speaking to our client we feel we have successfully addressed the concerns he brought to the attention of your officeThank you for your time and consideration 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] Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
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] ***l
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 Upon receipt of this complaint, we were able to locate the recording of the call our customer had with our Customer Care Center on 2/9/to order their servicesAfter reviewing this call, we were able to confirm that the agent our customer spoke to did advise our customer that the installation fees for their services would be waivedSince we were able to confirm our customer was told these installation fees would be waived, we have applied an adjustment to the account totaling $to removal all installation feesWe 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 experiencedThank youGeorge Executive Resolutions Cox Communications
Revdex.com # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their monthly rateIt 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 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 customerExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We were sorry to hear of the confusion that the customer experienced regarding the breakdown of their billing and billing cycleIt is never our intention to cause frustration to any of our clientsWe were able to reach Ms [redacted] and discuss her concerns in depth regarding her balance and her billing cycle datesThis cleared up any confusion she hadThe customer is happyOnce again, we would like to apologize for the frustration that the customer has experiencedFor future questions or concerns, she can always contact our Customer Care Center at 623-594-Thank YouTiaExecutive Resolutions/ Cox Communications
the modem was bought from coxThe man came and didn't know what to do with how to fix the problemWas not what we discussed with the manager on the phone the other dayProblem is still thereNothing was resolved
Cox did call me and they agreed to provide me with a $credit for the installation charge As of today 1/22/16, that credit has not been applied to my account I am still waiting for the $credit and now will be returning my cable box and disconnecting only my cable portion of my service Very unsatisfied with Cox customer service and follow up
We appreciate our customer taking the time to file their additional concerns regarding their former Cox accountAlthough review of the account did not indicate that the modem in question had been returned to our inventory, as a one time courtesy we have removed this equipment from the accountWith this equipment now removed, the unreturned equipment charge of $will be removed from the account within 1-days, leaving the account with a zero balanceOnce 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
We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billingCox offers a variety of High Speed Internet plans to meet the needs of its customersThese plans offer speeds ranging from 5mbps download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of terabyte (1TB)Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycleAs Internet usage is currently doubling every years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customersCox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing periodCox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of billing cycles when billing begins in your marketFor more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausageWhile monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your marketHowever, 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 trust that these tools will help you manage and understand residential broadband usageWe hope this information alleviates your expressed concernsIf you have any additional questions, please feel free to contact Cox at (888) 269-