We would like to thank the customer for taking the time to file their concerns regarding the billing for their Cox account Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrations Upon 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 our customer spoke with our Customer Care Center on 9/20/and successfully lowered the level of service to our Starter Internet servicesWe are able to confirm that the initial billing statement was $due to an installation fee of $plus tax that was billedAs a one-time courtesy, we have also waived the installation fee that was billedWe 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
We appreciate our customer taking the time to file his additional concerns regarding his Cox High Speed Internet service As a customer oriented company we welcome the opportunity to address our customer’s concerns with their services.While we completely respect that this has been a frustrating experience for our customer, we must be clear in stating we are unable to provide our customer with an upgraded modem free of chargeAs mentioned previously, our Premier Internet service will require an x channel DOCSIS modem which can be purchased or rented from Cox Communications or purchased from any electronics retailerIf our customer does not wish to proceed with upgrading their modem, we are happy to assist them with reverting back to their previous level of Cox High Speed InternetOnce 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
Perhaps you didn't read my complaintI told you I already called COX multiple times and DID NOT get resolution to my problem! Im not going thru the aggravation of dealing with your lower level peopleagain and you didn't give me a contact person and number to call.In order to resolve this issue, I want the APPROPRIATE PERSON to CONTACT ME at my home numberor for you to give me the NAME AND NUMBER OF THE APPROPRIATE PERSON TO CONTACT WHO HAS THE AUTHORITY TO ASSIST METhank you
Revdex.com Case # 11178261We would like to thank the customer for taking the time to file their concerns regarding their experienceIt 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 Jesse W.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 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 resolutionThank you for your time and considerationSharon H.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 accountAs a customer service oriented company we welcome the opportunity to address our customer’s concernsAfter reviewing our customer additional concerns, we have attempted to reach them by telephone on 8/26/and 8/29/but we were only able to leave voicemail messages on each attemptRegarding our customer’s concerns with their account billing, we must reiterate that the increase in their account billing was the result of the expiration of a month promotion they had been receiving from 6/28/to 7/07/While we understand this promotional pricing has been very favorable, we must be transparent that no adjustments resulting from the expiration of this promotion would be dueWe are also able to confirm that our customer has spoken directly with our Customer Care Center to adjust her level of service to achieve a more favorable monthly rateAdditionally, we have reviewed the original work orders and account notes and found no indication of any promotional rate which would have provided our customer with a free cable receiver in perpetuityWe are also able to confirm that the billing for this cable receiver has been clearly outlined on the monthly billing statement since it was requested in June of Although we understand our customer may be frustrated with the increased cause by the ending of their promotional discount, we must further reiterate that the billing for their account is correctOnce again, we would like to apologize for the frustration that the customer has experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-Thank You [redacted] Executive Escalations Cox Communications
[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, Valerie L***
June 22, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his former account with our company Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss We will continue to work with the client and our Accounting Team to get to the bottom of the issue The customer has our contact information and is able to call us directly with further questions on this matterThank you for bringing this matter to our attention We always appreciate the opportunity to assist a customer Catherine/Cox Communications Executive Offices/ Arizona
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 frustrationsUpon 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/to achieve a lower rate, we confirmed that the promotion required to lower the rate of services was not applied correctlyAs a result, we have applied the correct promotional discount to the account and backdated the addition to the originally requested date of 12/20/This adjustment has lowered the monthly rate to $plus tax per month through 3/11/and created a credit of $to correct the previous months where the discount did not properly applyWe 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 623-594-Thank YouGeorge Executive Resolutions Cox Communications
I do not accept this response because my services were never offIf they would have been off on my end I would have no problem with itBut I don't believe it's fair to charge me a fee to reconnect something that was NOT offI was using my internet right up to before my call to them to make the paymentThe lady on the phone at that time I made the payment knew they weren't off because I told her and she was surprisedIf 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**
We appreciate our customer taking the time to voice their additional concerns regarding the billing for their former Cox accountAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although research of our customer’s account did not reflect that our customer had been misquoted or misled by our staff, we would like to assure them that their feedback regarding their experience with our company will be addressed with the appropriate Cox Communications leadershipWe thank our customer for their honest feedback and hope to continue a positive relationship with them moving forward 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
April 27, Revdex.com complaint# [redacted] —C [redacted] L [redacted] We were sorry to hear of the difficulty that the customer has experienced with email Due to the concerns that she brought to the attention of your office, we contacted the customer directly to assist her Our Tier Leadership has reviewed her account in detail; and we will continue to work with the client and ensure that has the correct information regarding her Internet and email service with usAs always, thank you for the opportunity to assist a valued customer! Catherine/ Cox Communications Executive Offices/ Arizona
I attempted to contact Cox within minutes of their first voice message They did not answer or return my call within hours I called back a second time and left a message and still no return call I also attempted to respond to their email when received but Cox emails services were lost in the Central Arizona area on Dec I am attaching that communication that was finally sent sometime during the night of Dec or morning of Dec Unfortunately, [redacted] response indicates she does not understand what my issue is, or what my resolution being requested is I suggest she reads my complaint one more time, and also reads the email I have sent both to Cox and Revdex.com I have provided all the information to Cox that they have requested of me as shown in my attachment (email to Cox) Also to reference her response, there is no confusion on the customer's part here, I know exactly what's going on and what the resolution is I'm also probably a lot more knowledgeable about the Cox spam filtering processes than she is My request to Cox is simply to allow me to speak to someone knowledgeable about Cox products so we can work towards a resolution So far Cox has taken no action other than their less than accurate response provided to Revdex.com thus far
We are sorry to hear our customer is having issues with our servicesWe have attempted to directly contact the customer on August and August but were only able to leave a voice mail requesting a callback We see that the customer reached out to our tech support on August and scheduled an appointment for a technician to come to their home During the visit our technician replaced a video receiver To date we have not received a return call from our customer and a review of the services shows optimal signals to the equipment We look forward to speaking with our customer Once we are able to verify the account, we can address the concerns and provide a successful resolutionThank 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 customer for taking the time to file her concerns regarding the inquiry appearing on her credit reportPlease let me begin with an apology for any inconvenience she experiencedWe certainly do not want to cause her any frustrationsUpon receipt of this complaint we worked closely with our Fraud Investigation Department and the appropriate credit bureau regarding our customers concernsFollowing our research [redacted] did agree to mask the inquiry which will prevent anyone but our customer for seeing the inquiry in questionWe were able to speak with our customer on 6/28/to advise her of this information to which she advised us she was satisfiedWe are confident the issue at hand has been resolvedIt 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 experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank YouGeorge Executive Escalations Cox Communications
[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]
When the technician came to my apartment is was to install a new cable box since the old one was not working I asked the technician then to check the broken connection in my bedroom & he removed the wall plate and said there were no broken wires that he could see but he made no attempt to check & see what the problem was nor to schedule a time to return and repair it
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 $I am still having trouble withI 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 numberWhen I went to the Cox store I get the same answer that they have no idea what account I am talking aboutHow do I pay for a bill you say I have but no one seems to be able to find itPlease helpThanksArketih
Revdex.com # [redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billingIt is certainly not our intention to cause any frustrationDue to the concerns brought to the attention of your office we performed a thorough review of the client’s account We have concluded to issue the requested credit in the amount of $ This credit will appear on the statement printing on or around April 6, 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 experiencedJaimi / 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 the billing for his former Cox account Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrationsUpon receipt of this complaint we see that our customer spoke to our Customer Care Center on 5/27/regarding their concerns with their final balance and our Care Center was able to able to apply an additional adjustment to bring the account to a zero balanceWith this in mind, 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 623-594-Thank YouGeorge Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding the billing for their Cox account Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrations Upon 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 our customer spoke with our Customer Care Center on 9/20/and successfully lowered the level of service to our Starter Internet servicesWe are able to confirm that the initial billing statement was $due to an installation fee of $plus tax that was billedAs a one-time courtesy, we have also waived the installation fee that was billedWe 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
We appreciate our customer taking the time to file his additional concerns regarding his Cox High Speed Internet service As a customer oriented company we welcome the opportunity to address our customer’s concerns with their services.While we completely respect that this has been a frustrating experience for our customer, we must be clear in stating we are unable to provide our customer with an upgraded modem free of chargeAs mentioned previously, our Premier Internet service will require an x channel DOCSIS modem which can be purchased or rented from Cox Communications or purchased from any electronics retailerIf our customer does not wish to proceed with upgrading their modem, we are happy to assist them with reverting back to their previous level of Cox High Speed InternetOnce 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
Perhaps you didn't read my complaintI told you I already called COX multiple times and DID NOT get resolution to my problem! Im not going thru the aggravation of dealing with your lower level peopleagain and you didn't give me a contact person and number to call.In order to resolve this issue, I want the APPROPRIATE PERSON to CONTACT ME at my home numberor for you to give me the NAME AND NUMBER OF THE APPROPRIATE PERSON TO CONTACT WHO HAS THE AUTHORITY TO ASSIST METhank you
Revdex.com Case # 11178261We would like to thank the customer for taking the time to file their concerns regarding their experienceIt 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 Jesse W.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 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 resolutionThank you for your time and considerationSharon H.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 accountAs a customer service oriented company we welcome the opportunity to address our customer’s concernsAfter reviewing our customer additional concerns, we have attempted to reach them by telephone on 8/26/and 8/29/but we were only able to leave voicemail messages on each attemptRegarding our customer’s concerns with their account billing, we must reiterate that the increase in their account billing was the result of the expiration of a month promotion they had been receiving from 6/28/to 7/07/While we understand this promotional pricing has been very favorable, we must be transparent that no adjustments resulting from the expiration of this promotion would be dueWe are also able to confirm that our customer has spoken directly with our Customer Care Center to adjust her level of service to achieve a more favorable monthly rateAdditionally, we have reviewed the original work orders and account notes and found no indication of any promotional rate which would have provided our customer with a free cable receiver in perpetuityWe are also able to confirm that the billing for this cable receiver has been clearly outlined on the monthly billing statement since it was requested in June of Although we understand our customer may be frustrated with the increased cause by the ending of their promotional discount, we must further reiterate that the billing for their account is correctOnce again, we would like to apologize for the frustration that the customer has experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-Thank You [redacted] Executive Escalations Cox Communications
[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, Valerie L***
June 22, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his former account with our company Due to the concerns that he brought to the attention of your office, we contacted him directly to discuss We will continue to work with the client and our Accounting Team to get to the bottom of the issue The customer has our contact information and is able to call us directly with further questions on this matterThank you for bringing this matter to our attention We always appreciate the opportunity to assist a customer Catherine/Cox Communications Executive Offices/ Arizona
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 frustrationsUpon 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/to achieve a lower rate, we confirmed that the promotion required to lower the rate of services was not applied correctlyAs a result, we have applied the correct promotional discount to the account and backdated the addition to the originally requested date of 12/20/This adjustment has lowered the monthly rate to $plus tax per month through 3/11/and created a credit of $to correct the previous months where the discount did not properly applyWe 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 623-594-Thank YouGeorge Executive Resolutions Cox Communications
I do not accept this response because my services were never offIf they would have been off on my end I would have no problem with itBut I don't believe it's fair to charge me a fee to reconnect something that was NOT offI was using my internet right up to before my call to them to make the paymentThe lady on the phone at that time I made the payment knew they weren't off because I told her and she was surprisedIf 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**
We appreciate our customer taking the time to voice their additional concerns regarding the billing for their former Cox accountAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although research of our customer’s account did not reflect that our customer had been misquoted or misled by our staff, we would like to assure them that their feedback regarding their experience with our company will be addressed with the appropriate Cox Communications leadershipWe thank our customer for their honest feedback and hope to continue a positive relationship with them moving forward 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
April 27, Revdex.com complaint# [redacted] —C [redacted] L [redacted] We were sorry to hear of the difficulty that the customer has experienced with email Due to the concerns that she brought to the attention of your office, we contacted the customer directly to assist her Our Tier Leadership has reviewed her account in detail; and we will continue to work with the client and ensure that has the correct information regarding her Internet and email service with usAs always, thank you for the opportunity to assist a valued customer! Catherine/ Cox Communications Executive Offices/ Arizona
I attempted to contact Cox within minutes of their first voice message They did not answer or return my call within hours I called back a second time and left a message and still no return call I also attempted to respond to their email when received but Cox emails services were lost in the Central Arizona area on Dec I am attaching that communication that was finally sent sometime during the night of Dec or morning of Dec Unfortunately, [redacted] response indicates she does not understand what my issue is, or what my resolution being requested is I suggest she reads my complaint one more time, and also reads the email I have sent both to Cox and Revdex.com I have provided all the information to Cox that they have requested of me as shown in my attachment (email to Cox) Also to reference her response, there is no confusion on the customer's part here, I know exactly what's going on and what the resolution is I'm also probably a lot more knowledgeable about the Cox spam filtering processes than she is My request to Cox is simply to allow me to speak to someone knowledgeable about Cox products so we can work towards a resolution So far Cox has taken no action other than their less than accurate response provided to Revdex.com thus far
We are sorry to hear our customer is having issues with our servicesWe have attempted to directly contact the customer on August and August but were only able to leave a voice mail requesting a callback We see that the customer reached out to our tech support on August and scheduled an appointment for a technician to come to their home During the visit our technician replaced a video receiver To date we have not received a return call from our customer and a review of the services shows optimal signals to the equipment We look forward to speaking with our customer Once we are able to verify the account, we can address the concerns and provide a successful resolutionThank 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 customer for taking the time to file her concerns regarding the inquiry appearing on her credit reportPlease let me begin with an apology for any inconvenience she experiencedWe certainly do not want to cause her any frustrationsUpon receipt of this complaint we worked closely with our Fraud Investigation Department and the appropriate credit bureau regarding our customers concernsFollowing our research [redacted] did agree to mask the inquiry which will prevent anyone but our customer for seeing the inquiry in questionWe were able to speak with our customer on 6/28/to advise her of this information to which she advised us she was satisfiedWe are confident the issue at hand has been resolvedIt 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 experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank YouGeorge Executive Escalations Cox Communications
[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]
When the technician came to my apartment is was to install a new cable box since the old one was not working I asked the technician then to check the broken connection in my bedroom & he removed the wall plate and said there were no broken wires that he could see but he made no attempt to check & see what the problem was nor to schedule a time to return and repair it
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 $I am still having trouble withI 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 numberWhen I went to the Cox store I get the same answer that they have no idea what account I am talking aboutHow do I pay for a bill you say I have but no one seems to be able to find itPlease helpThanksArketih
Revdex.com # [redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billingIt is certainly not our intention to cause any frustrationDue to the concerns brought to the attention of your office we performed a thorough review of the client’s account We have concluded to issue the requested credit in the amount of $ This credit will appear on the statement printing on or around April 6, 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 experiencedJaimi / 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 the billing for his former Cox account Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrationsUpon receipt of this complaint we see that our customer spoke to our Customer Care Center on 5/27/regarding their concerns with their final balance and our Care Center was able to able to apply an additional adjustment to bring the account to a zero balanceWith this in mind, 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 623-594-Thank YouGeorge Executive Resolutions Cox Communications