[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, Kerri G [redacted]
January 14, 2015—Revdex.com rebuttal # [redacted] — [redacted] We are sorry that the customer does not accept the information that we provided in our first response to the Revdex.com We currently do not have any new information to share with the client Once we have confirmation from our Accounting and Collections Department that her request has been addressed, we will contact the subscriber directly We appreciate your patience as we wait to hear the update on the account Thank you Catherine/ Cox Communications Executive Offices/ Arizona
We are truly sorry to hear our customer has additional concerns regarding their Cox accountRest assured, we are dedicated to reaching a resolution for our customerUpon receipt of this complaint, we were able to make contact and speak to our customer directly on 7/2/to discuss her concernsWe advised our customer that her rebate currently has an estimated delivery date of 7/3/and that we would be contacting her on 7/6/to check in to ensure she has received itOn 7/6/we spoke to our customer again who advised us that she was currently away from the home but asked us to check in on 7/7/We would like to assure our customer that we will continue to remain in contact with her until we are assured she has received her rebateWe appreciate our customer’s patience and understanding.Thank you [redacted] Executive EscalationsCox Communications
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, ***/ [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their account billing Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrationsUpon receipt of this complaint we were able to make contact with our customer on 3/15/to address their concernDuring this conversation we were able to confirm that they opted to reverse the payment in question directly with their bank which will return the funds back to them without the need for a refund checkWe will now work with our Refunds Department to ensure the check we originally mailed for the $is canceledWe 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 experiencedThank youGeorge Executive Resolutions Cox Communications
March 9, 2016—Jonathan B [redacted] -Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced on his account Due to the billing issues that the customer brought to the attention of your office, we completed a thorough investigation on the account billing We sent the client an email, explaining the billing and credits We are confident that if the customer has future concerns, our Customer Care Team at 623-594-will be able to assist himAs always, thank you for the opportunity to assist a customerCatherine/Cox Communications Executive Offices
We appreciate our customer taking the time to voice their additional concerns regarding their Cox accountsAs a customer oriented business we always welcome the opportunity to assist our customers with their concernsUpon receipt of this most recent rebuttal we were able to speak with our customer directly on 9/28/to address their concernsDuring this conversation we were able to address our customer’s frustration with their recent experience with our Care Center and technicians as well as make the appropriate adjustments to the level of service to help lower the monthly rateAdditionally, we were able to come to an amicable agreement on an adjustment to the account based on our customer’s tenure with our company and recent poor experienceWe are confident the issue at hand has now been resolvedWe appreciate our customer’s patience and understanding and genuinely hope to continue a positive relationship with them moving forwardIf they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank YouGeorge Executive Escalations Cox Communications
I am confused by the response from CoxThe issue was not just being charged for a fourth TV outlet I was also charged installation fees of $I was told the service I agreed to would be for two years, then they said that was only good for months They did agree to waive the installation fees and to honor the monthly amount I was quoted for monthsKaren said I would need to call in months and they would do something to try to get the same price for the next monthsI just feel that the response does not accurately portray what happened or my discussions with Karen Below is her email Good afternoon,As we discussed, I have you adjusted the pricing for your services to $for the first months We will sync back up in January of to get you back to the quoted price of $for the second year, plus any adjustments to the taxes, fees, or surcharges that have occurred in that timeI’ve also provided the link to Cox’s website showing the Cable Modems we support.Regarding the Panoramic WiFi modem you are currently renting, if you decide to purchase your own equipment, your bill will be lowered by $9.99+taxIf you choose to keep this modem at your home, we will add in its cost for the second year to the $180.xx price.For this month, the balance remaining on your account after the adjustments we’ve made is $due February 23, Going forward, aside from any changes in taxes, fees, one time charges, or surcharges, your bill should remain at $As you mentioned, you also sent your concerns to Cox’s Corporate office, the city, and to the Revdex.comI will be replying to those cases advising of our discussion and resolution today once we are in receipt of them.Please don’t hesitate to call me or my office anytime regarding your bill,KarenExecutive EscalationsVM ###-###-####
We 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.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue.We have attempted to directly contact the customer on July 9th and July 10th at the telephone number providedWe were unable to speak with the customer but we have left two messages advising the issue has been resolvedWe have also provided our contact number for the customer to return our call if needed.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 their concerns regarding the promotional offer they requested 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, we did attempt to reach them at the telephone number listed on their account 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 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
August 10, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the confusion that the customer is experiencing with her billing Due to these concerns, we attempted to reach the customer by phone While we did not reach the subscriber, we did leave her a message with our contact information so she may contact us for assistance and an explanation on her account billing We also suggested that the customer contact our Billing Department at 623-594-at her convenience for help We also informed the customer that our replies to your company are publicly posted, so no personal information would be shared via the Revdex.com website We hope to hear from the customer so may address her concerns and answer her billing questionsCatherine/Cox Communications Executive Offices/ Arizona
This is as standard response that does not address the issue of the data usage cap amount, rollover data or no unlimited plan Cox did not address lowering the 300/plan data from 2TB to 1TB or the elimination of the or 50mbps plan This is a rubber stamp to shut people up
I was contacted by the business directly which I thought it was not supposed to happen, I thought they were to contact Revdex.com first to give a resolutionAll I was told is the EXACT SAME THING, we can’t change the due date because you have some type of promotions on your accountSo no it’s not an acceptable resolution, I am still not happy with being told the same thingI do not want to be contacted by the business again directly any responses to the resolution please I want them done through Revdex.comAll I need is a due date change to the 15th or 20thI don’t know why they can just do thatThank you
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 his concerns, however, our attempts to reach him have been unsuccessful Once we are able to speak with the customer and verify the account, we can address his concerns and provide a successful resolution We would also like to thank our customer for providing his feedback based on his experience with our company Please let me assure you that we have addressed your concerns directly and have provided the appropriate feedback Thank you for your time and consideration Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
March 6, 2017— [redacted] We were sorry to hear of the confusion that the customer has experienced with his billing Due to the concerns that the client brought to the attention of your office, we contacted the customer directly by phone and spoke in detail to him We will continue to work directly with the subscriber on the matter at hand We did advise the client that our records do indicate that we have printed and mailed, or emailed a billing statement for the customer every month On our statements under Customer Information it says: Payment of your Cox bill confirms your subscription to services and the possession of Cox owned equipment listed on your bill It also states—“Billing Dispute and Resolution: If you have any questions or disagree with any portion of your bill, please contact us at the phone number on the front of this statement no later than days from the due date indicated As a courtesy, we applied a credit of $to the customer’s account, which is equivalent to one year of charges for two boxes As always, we appreciate the opportunity to address the concerns of a valued client Thank you Catherine/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, April E [redacted]
February 2, Revdex.com complaint [redacted] —Diana D [redacted] We were sorry to hear of the difficulties that the customer is experiencing with her internet service Due to the data and equipment issues that she brought to the attention of your office, we contacted her directly to assist herIn the interest of customer satisfaction and service, our Field Management Team is working with the customer directly in an effort to resolve the issues at handThe customer has our contact information so she can directly reach out to usAs always, we appreciate the opportunity that the Revdex.com has given us Catherine/Cox Communications Executive Offices/ Arizona
May 6, 2016—Revdex.com complaint# [redacted] —C [redacted] T [redacted] We were sorry to hear of the confusion that the customer experienced with his account Due to the concerns that he brought to the attention of your office, we reviewed his account Our records indicate that the equipment was removed from the account, and the client has no charges on his ledger for the mini box Our records also confirm the customer has disconnected his service and no longer subscribes to our servicesShould the customer have any further questions regarding his account or billing, he may contact our Customer Service Department at [redacted] Thank you for the opportunity to assist the customerCatherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding the disputed charges on her accountPlease 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 reached out and spoke with our customer regarding the early termination fees for both the TV, Internet, and Phone contract as well as the [redacted] contractAfter investigating, we found a sizable amount of the balance owed was due to be removed because of a lack of communication from our end with the TV, Internet, and Phone contractWe followed up with the client by phone to advise that the remaining balance on the account are correct as we have a signed contract agreeing to the chargesThis information was left for the customer via voicemail along with our contact information so we can discuss any other concerns regarding thisIt 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 YouThomas Executive Resolutions Cox Communications
We would like to thank the Revdex.com for the opportunity to assist a valuable customerIt is certainly not our intention to cause any frustration While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have and has never offered a “rent to own program.” The customer stated that one of our store agents verbally offered him a rent to own equipment program, and we continued to charge him for leased modem fees after the customer determined the equipment was paid off Due to multiple calls into our care center and customer confusion, we offered and applied a courtesy credit totaling $ No further credit is justified and the customer has been made aware of thisWe hope this information is sufficient for final closure to this complaintWe appreciate the opportunity that the Revdex.com has given to us to address and assist our customerExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
[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, Kerri G [redacted]
January 14, 2015—Revdex.com rebuttal # [redacted] — [redacted] We are sorry that the customer does not accept the information that we provided in our first response to the Revdex.com We currently do not have any new information to share with the client Once we have confirmation from our Accounting and Collections Department that her request has been addressed, we will contact the subscriber directly We appreciate your patience as we wait to hear the update on the account Thank you Catherine/ Cox Communications Executive Offices/ Arizona
We are truly sorry to hear our customer has additional concerns regarding their Cox accountRest assured, we are dedicated to reaching a resolution for our customerUpon receipt of this complaint, we were able to make contact and speak to our customer directly on 7/2/to discuss her concernsWe advised our customer that her rebate currently has an estimated delivery date of 7/3/and that we would be contacting her on 7/6/to check in to ensure she has received itOn 7/6/we spoke to our customer again who advised us that she was currently away from the home but asked us to check in on 7/7/We would like to assure our customer that we will continue to remain in contact with her until we are assured she has received her rebateWe appreciate our customer’s patience and understanding.Thank you [redacted] Executive EscalationsCox Communications
Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, ***/ [redacted]
We would like to thank the customer for taking the time to file their concerns regarding their account billing Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrationsUpon receipt of this complaint we were able to make contact with our customer on 3/15/to address their concernDuring this conversation we were able to confirm that they opted to reverse the payment in question directly with their bank which will return the funds back to them without the need for a refund checkWe will now work with our Refunds Department to ensure the check we originally mailed for the $is canceledWe 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 experiencedThank youGeorge Executive Resolutions Cox Communications
March 9, 2016—Jonathan B [redacted] -Revdex.com complaint# [redacted] We were sorry to hear of the confusion that the customer experienced on his account Due to the billing issues that the customer brought to the attention of your office, we completed a thorough investigation on the account billing We sent the client an email, explaining the billing and credits We are confident that if the customer has future concerns, our Customer Care Team at 623-594-will be able to assist himAs always, thank you for the opportunity to assist a customerCatherine/Cox Communications Executive Offices
We appreciate our customer taking the time to voice their additional concerns regarding their Cox accountsAs a customer oriented business we always welcome the opportunity to assist our customers with their concernsUpon receipt of this most recent rebuttal we were able to speak with our customer directly on 9/28/to address their concernsDuring this conversation we were able to address our customer’s frustration with their recent experience with our Care Center and technicians as well as make the appropriate adjustments to the level of service to help lower the monthly rateAdditionally, we were able to come to an amicable agreement on an adjustment to the account based on our customer’s tenure with our company and recent poor experienceWe are confident the issue at hand has now been resolvedWe appreciate our customer’s patience and understanding and genuinely hope to continue a positive relationship with them moving forwardIf they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Thank YouGeorge Executive Escalations Cox Communications
I am confused by the response from CoxThe issue was not just being charged for a fourth TV outlet I was also charged installation fees of $I was told the service I agreed to would be for two years, then they said that was only good for months They did agree to waive the installation fees and to honor the monthly amount I was quoted for monthsKaren said I would need to call in months and they would do something to try to get the same price for the next monthsI just feel that the response does not accurately portray what happened or my discussions with Karen Below is her email Good afternoon,As we discussed, I have you adjusted the pricing for your services to $for the first months We will sync back up in January of to get you back to the quoted price of $for the second year, plus any adjustments to the taxes, fees, or surcharges that have occurred in that timeI’ve also provided the link to Cox’s website showing the Cable Modems we support.Regarding the Panoramic WiFi modem you are currently renting, if you decide to purchase your own equipment, your bill will be lowered by $9.99+taxIf you choose to keep this modem at your home, we will add in its cost for the second year to the $180.xx price.For this month, the balance remaining on your account after the adjustments we’ve made is $due February 23, Going forward, aside from any changes in taxes, fees, one time charges, or surcharges, your bill should remain at $As you mentioned, you also sent your concerns to Cox’s Corporate office, the city, and to the Revdex.comI will be replying to those cases advising of our discussion and resolution today once we are in receipt of them.Please don’t hesitate to call me or my office anytime regarding your bill,KarenExecutive EscalationsVM ###-###-####
We 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.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue.We have attempted to directly contact the customer on July 9th and July 10th at the telephone number providedWe were unable to speak with the customer but we have left two messages advising the issue has been resolvedWe have also provided our contact number for the customer to return our call if needed.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 their concerns regarding the promotional offer they requested 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, we did attempt to reach them at the telephone number listed on their account 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 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
August 10, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the confusion that the customer is experiencing with her billing Due to these concerns, we attempted to reach the customer by phone While we did not reach the subscriber, we did leave her a message with our contact information so she may contact us for assistance and an explanation on her account billing We also suggested that the customer contact our Billing Department at 623-594-at her convenience for help We also informed the customer that our replies to your company are publicly posted, so no personal information would be shared via the Revdex.com website We hope to hear from the customer so may address her concerns and answer her billing questionsCatherine/Cox Communications Executive Offices/ Arizona
This is as standard response that does not address the issue of the data usage cap amount, rollover data or no unlimited plan Cox did not address lowering the 300/plan data from 2TB to 1TB or the elimination of the or 50mbps plan This is a rubber stamp to shut people up
I was contacted by the business directly which I thought it was not supposed to happen, I thought they were to contact Revdex.com first to give a resolutionAll I was told is the EXACT SAME THING, we can’t change the due date because you have some type of promotions on your accountSo no it’s not an acceptable resolution, I am still not happy with being told the same thingI do not want to be contacted by the business again directly any responses to the resolution please I want them done through Revdex.comAll I need is a due date change to the 15th or 20thI don’t know why they can just do thatThank you
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 his concerns, however, our attempts to reach him have been unsuccessful Once we are able to speak with the customer and verify the account, we can address his concerns and provide a successful resolution We would also like to thank our customer for providing his feedback based on his experience with our company Please let me assure you that we have addressed your concerns directly and have provided the appropriate feedback Thank you for your time and consideration Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
March 6, 2017— [redacted] We were sorry to hear of the confusion that the customer has experienced with his billing Due to the concerns that the client brought to the attention of your office, we contacted the customer directly by phone and spoke in detail to him We will continue to work directly with the subscriber on the matter at hand We did advise the client that our records do indicate that we have printed and mailed, or emailed a billing statement for the customer every month On our statements under Customer Information it says: Payment of your Cox bill confirms your subscription to services and the possession of Cox owned equipment listed on your bill It also states—“Billing Dispute and Resolution: If you have any questions or disagree with any portion of your bill, please contact us at the phone number on the front of this statement no later than days from the due date indicated As a courtesy, we applied a credit of $to the customer’s account, which is equivalent to one year of charges for two boxes As always, we appreciate the opportunity to address the concerns of a valued client Thank you Catherine/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, April E [redacted]
February 2, Revdex.com complaint [redacted] —Diana D [redacted] We were sorry to hear of the difficulties that the customer is experiencing with her internet service Due to the data and equipment issues that she brought to the attention of your office, we contacted her directly to assist herIn the interest of customer satisfaction and service, our Field Management Team is working with the customer directly in an effort to resolve the issues at handThe customer has our contact information so she can directly reach out to usAs always, we appreciate the opportunity that the Revdex.com has given us Catherine/Cox Communications Executive Offices/ Arizona
May 6, 2016—Revdex.com complaint# [redacted] —C [redacted] T [redacted] We were sorry to hear of the confusion that the customer experienced with his account Due to the concerns that he brought to the attention of your office, we reviewed his account Our records indicate that the equipment was removed from the account, and the client has no charges on his ledger for the mini box Our records also confirm the customer has disconnected his service and no longer subscribes to our servicesShould the customer have any further questions regarding his account or billing, he may contact our Customer Service Department at [redacted] Thank you for the opportunity to assist the customerCatherine/Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file her concerns regarding the disputed charges on her accountPlease 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 reached out and spoke with our customer regarding the early termination fees for both the TV, Internet, and Phone contract as well as the [redacted] contractAfter investigating, we found a sizable amount of the balance owed was due to be removed because of a lack of communication from our end with the TV, Internet, and Phone contractWe followed up with the client by phone to advise that the remaining balance on the account are correct as we have a signed contract agreeing to the chargesThis information was left for the customer via voicemail along with our contact information so we can discuss any other concerns regarding thisIt 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 YouThomas Executive Resolutions Cox Communications
We would like to thank the Revdex.com for the opportunity to assist a valuable customerIt is certainly not our intention to cause any frustration While the customer is asking for reimbursement for lease fee’s for a data modem, our company does not have and has never offered a “rent to own program.” The customer stated that one of our store agents verbally offered him a rent to own equipment program, and we continued to charge him for leased modem fees after the customer determined the equipment was paid off Due to multiple calls into our care center and customer confusion, we offered and applied a courtesy credit totaling $ No further credit is justified and the customer has been made aware of thisWe hope this information is sufficient for final closure to this complaintWe appreciate the opportunity that the Revdex.com has given to us to address and assist our customerExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region