Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention We have advised our Damage Claims adjuster of the additional concerns our client hasAs stated in our previous response, our customer will need to work directly with our Damage Claims adjuster for any compensation she is requestingOur office was able to confirm that our Damage Claims adjuster did verify the cost our customer paid for the thermostats They have contacted her directly through email and are awaiting her response so reimbursement can be made Once again, we would like to apologize for the frustration that our customer has experienced Thank you for your time and consideration in closing this complaint Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his account billingPlease let me begin with an apology for any inconvenience he experiencedWe certainly do not want to cause him any frustrations Upon receipt of this complaint we were able to locate and listen to the original sales call our customer had with our Inbound Sales Department on 10/13/During this call, we were able to confirm that our customer was quoted a monthly rate of $for monthsOnce we were able to verify this information, we made contact with our customer on 10/27/and advised him that we would be applying a one-time adjustment of $to his account to honor the month pricing he was quotedWe are confident the issue at hand has now been resolved 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 experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594- Thank You [redacted] Executive ResolutionsCox Communications
We’re sorry to hear the customer has not received the promised gift cardWe have reached out to our rebates team and confirmed the initial mailing was returned by the Post OfficeWe have re-issued the card and it was mailed June 28, We have advised the customer to follow up with our team directly so we can verify the card is receivedThank YouThomas Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We would like to thank our former customer for taking the time to file their concernsWe will be more than happy to assist them if they would like to subscribe to our services againHowever, we will not be able to provide them complimentary servicesWe have already made multiple attempts to address and resolve their concerns the past several yearsMost recently, an investigator with our Risk Management team went to their home on November 13th, and confirmed there had been no damage found caused by Cox to the customer's computersOn December 8th, 2014, our Damage Claims Department advised them that Cox cannot and will not be able to assist them any further and recommended they contact the appropriate law enforcement agencies for any further assistanceThank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # [redacted] We sincerely regret to hear of the issues our customer has experienced with their Cox Internet Service and with our company Upon our initial contact with the customer on 12/1/16, we have been working with him and our Field Leadership directly to facilitate and provide a successful resolutionWe are confident that we will be able to provide a successful resolution for our customer and address all of their concerns 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
This has been the response from COX for two yearsThey have done nothing to resolve the situationIt doesn't take two years to resolve a connectivity problem on a networkThis is a stall tactic on the part of Cox CommunicationsThey do not want to pay for infrastructure Feel free at any time to contact me as I have some expertise on network management and design
Following our original response February 2, 2018, the customer reached out via email to usAt that time, it was advised that to complete his request for the disconnection of his services, we would need to authenticate into the accountWe are unable to make changes to services as he requested in his initial complaint without this verificationThis information was provided to him February 5, We look forward to hearing from the customer and completing his requested account changesIt 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 ###-###-####Thank YouThomas Executive Resolutions Cox Communications
February 9, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the confusion that the customer experienced with his account and billingDue to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve The customer has our contact information and we will continue to work with him to ensure his billing is addressed appropriatelyAs always, thank you for bringing this to our attentionCatherine/ Cox Communications Executive Offices/ Arizona
hello, my husband was having surgerywe just want our bill lowered, as your had promised us last timewe are hard of hearing and disabledwe only need the price we signed up fornow it has increased a month with less service I guess we should contact more places to get help Not sure why this is so difficult.you can email me at [redacted] since we have a hard time on the phone
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 In review of the account and recorded sales phone call, the Cox agent did confirm upon scheduling the initial installation that if he decided to downgrade his services the rate for Internet alone would be approximately $ The phone service was not included in that conversation Our customer called on February 5, to cancel the video services and keep his preferred internet and digital phone service, that includes unlimited local and long distance, active The care agent did apply a promotion for the remaining two services saving our customer approximately $a month off of retail rate We appreciate the opportunity that the Revdex.com has given to us to assist our customer Lawrence EExecutive 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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
We would like to thank the Revdex.com for the opportunity to assist a valuable customer At Cox Communications we’re working hard every day to add value to your services We continue to offer more HD channels, expand On DEMAND access to your favorite networks and entertainment on every screen, allowing you to stream shows on multiple devices at home or wherever life takes you In providing the most up to date and complete programming packages available, Cox Communications strives to keep the rising rebroadcast fees associated with carrying all of your favorite major networks as low as possible With today’s sports programming we are seeing many major networks providing regional sports networks of their own With this in mind, in an attempt to keep you better informed of the costs associated with the delivery of regionals sports programming, a new Regional Sports Surcharge in the amount of $will be listed on your bill under the “Other fees and Surcharges” section of your bill Regional Sports Network channels can be found on all video tiers starting at the TV Essential tier and above The Regional Sports Surcharge is not protected under the Price Lock Guarantee Please see the terms and conditions of your Residential Customer Service Agreement at: [redacted] The terms of the 24-Month Service Agreement can be found at: [redacted] Our customer was informed in advance on their monthly billing statement of the increase in the Broadcast Surcharge and the Regional Sports Surcharge Additionally, our customer reached out to our Customer Care Center and we confirmed the changes in billing as well We appreciate the opportunity that the Revdex.com has given to us to assist our customer Lawrence EExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experienceIt is certainly not our intention to cause any frustration After receiving the complaint filed with the Revdex.com, the customer contacted our Cox Corporate Office on 10/24/regarding this matterThe Corporate Escalations Department followed up with the customer on 10/28/after partnering with the Collections Leaders and advised the customer their findings and to confirm that the debt in question was valid Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
June 7, 2016-Revdex.com complaint # [redacted] — [redacted] We were sorry to hear that the customer was disappointed after her recent interactions with our employees As a customer oriented company, it is never our intention to cause problems for our subscribersDue to the concerns that the client brought to the attention of your office, a thorough review has been completed on her account Our records confirm that all of the installation fees were waived, as well as the telephone number change fee and late chargeThe total credits applied to her account were $The current monthly rate is $ The customer’s billing is current We do not show support for further credits to be appliedWe hope this information has been helpful to your office For future questions on the billing, we advise the customer to contact our Care Center at ###-###-#### Thank you for the opportunity to address the issues at hand Catherine/Cox Communications Executive Offices/ Arizona
June 16, Revdex.com complaint # [redacted] —John I [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his account Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details At this moment we have resolved the customers concern in a satisfactory manner The client has our contact information should he wish to contact us directly As always, we thank the Revdex.com for the opportunity to assist our customer Luis/Cox Communications Executive Offices/ Arizona Tell us why here
It is unethical to not discuss promotional pricing with a customer until after the fact Promotional pricing should have been discussed when the original pricing was given That way I could have known the pricing had an expiration date and acted upon that expiration date
February 3, 2017--Revdex.com complaint# [redacted] — [redacted] We were sorry to hear that the customer is unhappy with the cost of his services Due to the complaint filed with your office, we contacted the client directly to address his concerns We have advised the customer that our Sales Department will put him back on the package that he signed up for in October, which is Starter cable/app only, with the campaigns We also agreed to backdate and adjust his billing to the lower rate for him as well The customer has our contact information so he may call us directly with questions This promotion lasts for one year We hope this information is sufficient for closure to the concerns that the client brought to the attention of the Revdex.com [redacted] /Cox Communications Executive Offices/ Arizona
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 have contacted the customer directly to address their concerns and provide a successful resolutionIt 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 WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customerPlease let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustrationUpon receipt of this review we made contact with our customer to address their concernsA conference call took place as per the email from the customer – Mr [redacted] , he was unable to attend but had his IT-person attend in his place Our technical engineer discussed the Cox MTA and Mr [redacted] IT person discussed his Toshiba deviceThey were able to reach an understanding concerning each equipment and the customer's IT person has a new avenue to check as how the access occurredOur Corp fraud team explained to the customer's IT person the actions Cox took when fraud was initially flagged on the accountAs a recommendation, Cox advised him to have Mr [redacted] contact Cox to request a permanent block for international calls be added to his account if it is not needed and/or request validated account codes be added to the accountThese two suggestions will add a layer of security for the customerCox has applied a bulk credit to the account on 9/7/in the amount charged for the calls
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] ***
Revdex.com Case # [redacted] We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention We have advised our Damage Claims adjuster of the additional concerns our client hasAs stated in our previous response, our customer will need to work directly with our Damage Claims adjuster for any compensation she is requestingOur office was able to confirm that our Damage Claims adjuster did verify the cost our customer paid for the thermostats They have contacted her directly through email and are awaiting her response so reimbursement can be made Once again, we would like to apologize for the frustration that our customer has experienced Thank you for your time and consideration in closing this complaint Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his account billingPlease let me begin with an apology for any inconvenience he experiencedWe certainly do not want to cause him any frustrations Upon receipt of this complaint we were able to locate and listen to the original sales call our customer had with our Inbound Sales Department on 10/13/During this call, we were able to confirm that our customer was quoted a monthly rate of $for monthsOnce we were able to verify this information, we made contact with our customer on 10/27/and advised him that we would be applying a one-time adjustment of $to his account to honor the month pricing he was quotedWe are confident the issue at hand has now been resolved 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 experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594- Thank You [redacted] Executive ResolutionsCox Communications
We’re sorry to hear the customer has not received the promised gift cardWe have reached out to our rebates team and confirmed the initial mailing was returned by the Post OfficeWe have re-issued the card and it was mailed June 28, We have advised the customer to follow up with our team directly so we can verify the card is receivedThank YouThomas Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We would like to thank our former customer for taking the time to file their concernsWe will be more than happy to assist them if they would like to subscribe to our services againHowever, we will not be able to provide them complimentary servicesWe have already made multiple attempts to address and resolve their concerns the past several yearsMost recently, an investigator with our Risk Management team went to their home on November 13th, and confirmed there had been no damage found caused by Cox to the customer's computersOn December 8th, 2014, our Damage Claims Department advised them that Cox cannot and will not be able to assist them any further and recommended they contact the appropriate law enforcement agencies for any further assistanceThank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case # [redacted] We sincerely regret to hear of the issues our customer has experienced with their Cox Internet Service and with our company Upon our initial contact with the customer on 12/1/16, we have been working with him and our Field Leadership directly to facilitate and provide a successful resolutionWe are confident that we will be able to provide a successful resolution for our customer and address all of their concerns 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
This has been the response from COX for two yearsThey have done nothing to resolve the situationIt doesn't take two years to resolve a connectivity problem on a networkThis is a stall tactic on the part of Cox CommunicationsThey do not want to pay for infrastructure Feel free at any time to contact me as I have some expertise on network management and design
Following our original response February 2, 2018, the customer reached out via email to usAt that time, it was advised that to complete his request for the disconnection of his services, we would need to authenticate into the accountWe are unable to make changes to services as he requested in his initial complaint without this verificationThis information was provided to him February 5, We look forward to hearing from the customer and completing his requested account changesIt 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 ###-###-####Thank YouThomas Executive Resolutions Cox Communications
February 9, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the confusion that the customer experienced with his account and billingDue to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve The customer has our contact information and we will continue to work with him to ensure his billing is addressed appropriatelyAs always, thank you for bringing this to our attentionCatherine/ Cox Communications Executive Offices/ Arizona
hello, my husband was having surgerywe just want our bill lowered, as your had promised us last timewe are hard of hearing and disabledwe only need the price we signed up fornow it has increased a month with less service I guess we should contact more places to get help Not sure why this is so difficult.you can email me at [redacted] since we have a hard time on the phone
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 In review of the account and recorded sales phone call, the Cox agent did confirm upon scheduling the initial installation that if he decided to downgrade his services the rate for Internet alone would be approximately $ The phone service was not included in that conversation Our customer called on February 5, to cancel the video services and keep his preferred internet and digital phone service, that includes unlimited local and long distance, active The care agent did apply a promotion for the remaining two services saving our customer approximately $a month off of retail rate We appreciate the opportunity that the Revdex.com has given to us to assist our customer Lawrence EExecutive 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 for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted] ***
We would like to thank the Revdex.com for the opportunity to assist a valuable customer At Cox Communications we’re working hard every day to add value to your services We continue to offer more HD channels, expand On DEMAND access to your favorite networks and entertainment on every screen, allowing you to stream shows on multiple devices at home or wherever life takes you In providing the most up to date and complete programming packages available, Cox Communications strives to keep the rising rebroadcast fees associated with carrying all of your favorite major networks as low as possible With today’s sports programming we are seeing many major networks providing regional sports networks of their own With this in mind, in an attempt to keep you better informed of the costs associated with the delivery of regionals sports programming, a new Regional Sports Surcharge in the amount of $will be listed on your bill under the “Other fees and Surcharges” section of your bill Regional Sports Network channels can be found on all video tiers starting at the TV Essential tier and above The Regional Sports Surcharge is not protected under the Price Lock Guarantee Please see the terms and conditions of your Residential Customer Service Agreement at: [redacted] The terms of the 24-Month Service Agreement can be found at: [redacted] Our customer was informed in advance on their monthly billing statement of the increase in the Broadcast Surcharge and the Regional Sports Surcharge Additionally, our customer reached out to our Customer Care Center and we confirmed the changes in billing as well We appreciate the opportunity that the Revdex.com has given to us to assist our customer Lawrence EExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experienceIt is certainly not our intention to cause any frustration After receiving the complaint filed with the Revdex.com, the customer contacted our Cox Corporate Office on 10/24/regarding this matterThe Corporate Escalations Department followed up with the customer on 10/28/after partnering with the Collections Leaders and advised the customer their findings and to confirm that the debt in question was valid Thank you for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
June 7, 2016-Revdex.com complaint # [redacted] — [redacted] We were sorry to hear that the customer was disappointed after her recent interactions with our employees As a customer oriented company, it is never our intention to cause problems for our subscribersDue to the concerns that the client brought to the attention of your office, a thorough review has been completed on her account Our records confirm that all of the installation fees were waived, as well as the telephone number change fee and late chargeThe total credits applied to her account were $The current monthly rate is $ The customer’s billing is current We do not show support for further credits to be appliedWe hope this information has been helpful to your office For future questions on the billing, we advise the customer to contact our Care Center at ###-###-#### Thank you for the opportunity to address the issues at hand Catherine/Cox Communications Executive Offices/ Arizona
June 16, Revdex.com complaint # [redacted] —John I [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his account Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details At this moment we have resolved the customers concern in a satisfactory manner The client has our contact information should he wish to contact us directly As always, we thank the Revdex.com for the opportunity to assist our customer Luis/Cox Communications Executive Offices/ Arizona Tell us why here
It is unethical to not discuss promotional pricing with a customer until after the fact Promotional pricing should have been discussed when the original pricing was given That way I could have known the pricing had an expiration date and acted upon that expiration date
February 3, 2017--Revdex.com complaint# [redacted] — [redacted] We were sorry to hear that the customer is unhappy with the cost of his services Due to the complaint filed with your office, we contacted the client directly to address his concerns We have advised the customer that our Sales Department will put him back on the package that he signed up for in October, which is Starter cable/app only, with the campaigns We also agreed to backdate and adjust his billing to the lower rate for him as well The customer has our contact information so he may call us directly with questions This promotion lasts for one year We hope this information is sufficient for closure to the concerns that the client brought to the attention of the Revdex.com [redacted] /Cox Communications Executive Offices/ Arizona
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 have contacted the customer directly to address their concerns and provide a successful resolutionIt 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 WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customerPlease let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustrationUpon receipt of this review we made contact with our customer to address their concernsA conference call took place as per the email from the customer – Mr [redacted] , he was unable to attend but had his IT-person attend in his place Our technical engineer discussed the Cox MTA and Mr [redacted] IT person discussed his Toshiba deviceThey were able to reach an understanding concerning each equipment and the customer's IT person has a new avenue to check as how the access occurredOur Corp fraud team explained to the customer's IT person the actions Cox took when fraud was initially flagged on the accountAs a recommendation, Cox advised him to have Mr [redacted] contact Cox to request a permanent block for international calls be added to his account if it is not needed and/or request validated account codes be added to the accountThese two suggestions will add a layer of security for the customerCox has applied a bulk credit to the account on 9/7/in the amount charged for the calls
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] ***