We are sorry to hear our customer was negatively impacted by technical issues when submitting paymentWe have attempted to directly contact the customer to by telephoneOnce we are able to verify the account, we can address the concerns and provide a successful resolutionThank you for your time and consideration [redacted] **Executive ResolutionsOffice 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 billing for her Cox accountPlease let me begin with an apology for any inconvenience she experiencedWe certainly do not want to cause her any frustrations.Upon receipt of this complaint we have reviewed our customer’s account to gain a better understanding of our customer’s concernsFollowing our research, we found that they have spoken at length with our Customer Care Center on both 8/21/and 8/22/regarding the recent increase experienced in the monthly billing, the concern with the rental fee for their cable receiver, and their automatic paymentsReview of the account notes indicate that during these recent calls to our company our customer was notified that the increase was the result of a promotional discount which expired on 7/07/in addition to being advised that the rental fee for our customer’s cable receiver is billing correctlyAdditionally, we are able to confirm that our customer’s Cox EasyPay enrollment has been canceled per their request, in addition to the account being reverted to paper billing statementsWhile we understand our customer’s frustration, we are confident that our company has made a genuine effort to assist our customer and thoroughly explain the recent changes in their billingIt 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 You [redacted] Executive Escalations Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding their former Cox account and disputed Early Termination Fee 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 review the account in question and confirm that our customer’s services were disconnected in May of as a result of a past due balanceWhile we understand our customer’s frustration regarding the Early Termination Fee of $that was billed, we must be transparent in stating that our customer did break the contractual agreement for the Cox HomeLife service and as a result the Early Termination Fee is validAdditionally, we can also confirm that our customer spoke with our Customer Care Center in November of for the same issue where this information was also advisedRegretfully, the Early Termination Fee is valid and cannot be waived It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank YouGeorge Executive Resolutions Cox Communications
June 13, 2016—Revdex.com complaint # [redacted] — [redacted] We were sorry to hear that the customer was not satisfied with our first response to your office As we previously stated, because the monies collected was to pay a write-off amount owed on a former account, we do not have support to issue a refund We are unable to send a client a refund if there is not a credit balance on the account, or if the money is not owed to the subscriber The customer may choose to dispute the payment made through her financial institution We hope this information is sufficient for closure of this complaint Thank you Catherine/ Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file his concerns regarding the incorrect charges on his account. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon receipt of this complaint,... we researched and verified the charges in question were not advised of on the calls with our Customer Care Team. At this time, we have removed the disputed charges from the 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 experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications Tell us why here...
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 contacted the customer directly to address their concerns and have provided a successful resolutionIt 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 experiencedWe 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
We would like to thank the customer for taking the time to file his concerns regarding his account billing 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 reviewed our customer’s account to gain a better understanding of their concernsDuring our research of the account we found that our Customer Care Center has waived the disputed Early Termination Fee as of 3/24/We are confident the issue at hand has now 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 ###-###-####Thank YouGeorge SExecutive Resolutions Cox Communications
July 28, Revdex.com complaint # [redacted] — [redacted] *** We were sorry to hear the customer was not happy with the resolution we presented in our last communication Due to the concerns that the client brought to your attention, we contacted the customer directly once again and discussed his billing concernsThe necessary adjustments have been made to the customer’s account At this moment the customers billing concern has been resolved in a satisfactory manner The client has our contact information should she wish to contact us directlyAs always, we thank the Revdex.com for the opportunity to assist our customerLuis/Cox Communications Executive Offices/ Arizona
It is our goal to provide our customers with exemplary customer service We sincerely regret the inconvenience that our customer has experienced with our company We spoke to the customer directly on 5/4/regarding their concernsWe explained the process for how these offers were sent and reasons why her account was no longer eligibleDue to the unique situation, we agreed to honor the original offer by applying an adjustment for the same total discountIn addition, we were able to make the appropriate corrections to the customer’s bundle and monthly rateThe customer was very satisfied with the resolution As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer [redacted] WExecutive 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 11255565, 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 frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) 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 billing 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 you [redacted] Executive ResolutionsCox Communications
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their service It is certainly not our intention to cause any frustrationWe have contacted the customer directly to address their concerns Our client advised us that his service is working He then asked for credit for the days his TV service was intermittent We advised him that days of cable service for him is $and that he was issued a $credit to cover those daysOur customer us with feedback on his experience with our phone agents and field technicians We advised him that all of his feedback will be forwarded to the appropriate departments to help improve our customer experiencesIt 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 experiencedJaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
March 7, Revdex.com rebuttal [redacted] We were sorry to hear that the customer is unhappy with our response to your officeWhile the customer disputes the reconnection fee that was charged to her account, our review confirmed that the customer s made payment arrangements directly with our Collections Team for payment Once a client enters into an agreement for payment, our Customer Service Team is unable to make changes to the verbal commitment that the customer has given to our Collections Department If payment is not made as promised, the service is shut down via our system Should the customer wish to further dispute the reactivation fee on her bill, she may contact our Collections Team directly at [redacted] We hope this additional information has been helpful to your office Thank you [redacted] /Cox Communications Executive Offices/ Arizona
We appreciate our customer taking the time to voice their additional concerns regarding their overpayment and refund requestAs a customer oriented business we always welcome the opportunity to assist our customers with their concernsUpon receipt of this complaint, we do see that our Refunds Department did receive the requested proof of payment information from our customer on 1/19/which allowed us to process the refund for the credit balanceWe were able to confirm that this refund of the credit balance on the account was processed with overnight shipping and has been deliveredAdditionally, due to the frustration caused by this situation we have applied a courtesy adjustment of $to the accountWhile we understand the adjustment does not undo the frustration our customer experienced, we do hope it shows that we hope to continue a positive relationship with them moving forwardWe appreciate our customer’s patience and understandingIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank youGeorge Executive Escalations Cox Communications
August 9, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with services and billing Due to the concern that the client brought to your attention, we attempted to reach him by phone While we did not speak with him, we were able to leave messages for him and provided our contact information so he may call us at his convenienceNotes on the account indicate that the subscriber is working directly with our Social Media Team on the pricing and packaging of services Our office has offered additional assistance should he need it As always, we appreciate the opportunity to assist a client! Thank youCatherine/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 11595035, 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 # [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 frustrationWe 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 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 experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customerExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their cable services and previous experience with our Customer Care Center 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 speak directly with our customer on 2/3/to address their concerns regarding their previous experiences with our companyAdditionally, we were able to come to an agreement on the addition of a second receiver for our customer’s cable services at no additional cost for one yearWe 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 [redacted] Thank YouGeorge Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their monthly rateIt is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer 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 Executive ResolutionsOffice of the [redacted] ManagerCox Communications, Southwest Region
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, [redacted]
We are sorry to hear our customer was negatively impacted by technical issues when submitting paymentWe have attempted to directly contact the customer to by telephoneOnce we are able to verify the account, we can address the concerns and provide a successful resolutionThank you for your time and consideration [redacted] **Executive ResolutionsOffice 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 billing for her Cox accountPlease let me begin with an apology for any inconvenience she experiencedWe certainly do not want to cause her any frustrations.Upon receipt of this complaint we have reviewed our customer’s account to gain a better understanding of our customer’s concernsFollowing our research, we found that they have spoken at length with our Customer Care Center on both 8/21/and 8/22/regarding the recent increase experienced in the monthly billing, the concern with the rental fee for their cable receiver, and their automatic paymentsReview of the account notes indicate that during these recent calls to our company our customer was notified that the increase was the result of a promotional discount which expired on 7/07/in addition to being advised that the rental fee for our customer’s cable receiver is billing correctlyAdditionally, we are able to confirm that our customer’s Cox EasyPay enrollment has been canceled per their request, in addition to the account being reverted to paper billing statementsWhile we understand our customer’s frustration, we are confident that our company has made a genuine effort to assist our customer and thoroughly explain the recent changes in their billingIt 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 You [redacted] Executive Escalations Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding their former Cox account and disputed Early Termination Fee 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 review the account in question and confirm that our customer’s services were disconnected in May of as a result of a past due balanceWhile we understand our customer’s frustration regarding the Early Termination Fee of $that was billed, we must be transparent in stating that our customer did break the contractual agreement for the Cox HomeLife service and as a result the Early Termination Fee is validAdditionally, we can also confirm that our customer spoke with our Customer Care Center in November of for the same issue where this information was also advisedRegretfully, the Early Termination Fee is valid and cannot be waived It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank YouGeorge Executive Resolutions Cox Communications
June 13, 2016—Revdex.com complaint # [redacted] — [redacted] We were sorry to hear that the customer was not satisfied with our first response to your office As we previously stated, because the monies collected was to pay a write-off amount owed on a former account, we do not have support to issue a refund We are unable to send a client a refund if there is not a credit balance on the account, or if the money is not owed to the subscriber The customer may choose to dispute the payment made through her financial institution We hope this information is sufficient for closure of this complaint Thank you Catherine/ Cox Communications Executive Offices/ Arizona
We would like to thank the customer for taking the time to file his concerns regarding the incorrect charges on his account. Please let me begin with an apology for any inconvenience he experienced. We certainly did not want to cause him any frustrations. Upon receipt of this complaint,... we researched and verified the charges in question were not advised of on the calls with our Customer Care Team. At this time, we have removed the disputed charges from the 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 experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. Thank You. Thomas Executive Resolutions Cox Communications Tell us why here...
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 contacted the customer directly to address their concerns and have provided a successful resolutionIt 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 experiencedWe 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
We would like to thank the customer for taking the time to file his concerns regarding his account billing 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 reviewed our customer’s account to gain a better understanding of their concernsDuring our research of the account we found that our Customer Care Center has waived the disputed Early Termination Fee as of 3/24/We are confident the issue at hand has now 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 ###-###-####Thank YouGeorge SExecutive Resolutions Cox Communications
July 28, Revdex.com complaint # [redacted] — [redacted] *** We were sorry to hear the customer was not happy with the resolution we presented in our last communication Due to the concerns that the client brought to your attention, we contacted the customer directly once again and discussed his billing concernsThe necessary adjustments have been made to the customer’s account At this moment the customers billing concern has been resolved in a satisfactory manner The client has our contact information should she wish to contact us directlyAs always, we thank the Revdex.com for the opportunity to assist our customerLuis/Cox Communications Executive Offices/ Arizona
It is our goal to provide our customers with exemplary customer service We sincerely regret the inconvenience that our customer has experienced with our company We spoke to the customer directly on 5/4/regarding their concernsWe explained the process for how these offers were sent and reasons why her account was no longer eligibleDue to the unique situation, we agreed to honor the original offer by applying an adjustment for the same total discountIn addition, we were able to make the appropriate corrections to the customer’s bundle and monthly rateThe customer was very satisfied with the resolution As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer [redacted] WExecutive 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 11255565, 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 frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) 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 billing 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 you [redacted] Executive ResolutionsCox Communications
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their service It is certainly not our intention to cause any frustrationWe have contacted the customer directly to address their concerns Our client advised us that his service is working He then asked for credit for the days his TV service was intermittent We advised him that days of cable service for him is $and that he was issued a $credit to cover those daysOur customer us with feedback on his experience with our phone agents and field technicians We advised him that all of his feedback will be forwarded to the appropriate departments to help improve our customer experiencesIt 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 experiencedJaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
March 7, Revdex.com rebuttal [redacted] We were sorry to hear that the customer is unhappy with our response to your officeWhile the customer disputes the reconnection fee that was charged to her account, our review confirmed that the customer s made payment arrangements directly with our Collections Team for payment Once a client enters into an agreement for payment, our Customer Service Team is unable to make changes to the verbal commitment that the customer has given to our Collections Department If payment is not made as promised, the service is shut down via our system Should the customer wish to further dispute the reactivation fee on her bill, she may contact our Collections Team directly at [redacted] We hope this additional information has been helpful to your office Thank you [redacted] /Cox Communications Executive Offices/ Arizona
We appreciate our customer taking the time to voice their additional concerns regarding their overpayment and refund requestAs a customer oriented business we always welcome the opportunity to assist our customers with their concernsUpon receipt of this complaint, we do see that our Refunds Department did receive the requested proof of payment information from our customer on 1/19/which allowed us to process the refund for the credit balanceWe were able to confirm that this refund of the credit balance on the account was processed with overnight shipping and has been deliveredAdditionally, due to the frustration caused by this situation we have applied a courtesy adjustment of $to the accountWhile we understand the adjustment does not undo the frustration our customer experienced, we do hope it shows that we hope to continue a positive relationship with them moving forwardWe appreciate our customer’s patience and understandingIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank youGeorge Executive Escalations Cox Communications
August 9, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with services and billing Due to the concern that the client brought to your attention, we attempted to reach him by phone While we did not speak with him, we were able to leave messages for him and provided our contact information so he may call us at his convenienceNotes on the account indicate that the subscriber is working directly with our Social Media Team on the pricing and packaging of services Our office has offered additional assistance should he need it As always, we appreciate the opportunity to assist a client! Thank youCatherine/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 11595035, 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 # [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 frustrationWe 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 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 experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customerExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
We would like to thank the customer for taking the time to file their concerns regarding their cable services and previous experience with our Customer Care Center 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 speak directly with our customer on 2/3/to address their concerns regarding their previous experiences with our companyAdditionally, we were able to come to an agreement on the addition of a second receiver for our customer’s cable services at no additional cost for one yearWe 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 [redacted] Thank YouGeorge Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their monthly rateIt is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer 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 Executive ResolutionsOffice of the [redacted] ManagerCox Communications, Southwest Region
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, [redacted]