January 10, 2017—Revdex.com complaint# [redacted] We were sorry to hear that the customer experienced distress with her billing and rates Due to her concerns, we contacted her directly by phone After speaking to the client, we sent her an email and provided her with a copy of her December billing We advised the customer that if she chooses to end her agreement with us, we will remove her ETF (Early Termination Fee) from her account The subscriber has our direct contact informationAs always, we appreciate the opportunity that the Revdex.com has given to us Thank you [redacted] /Cox Communications Executive Offices/ Arizona
December 10, Revdex.com complaint # [redacted] [redacted] ***/ [redacted] We were sorry to hear of the confusion that the customer experienced with her account Due to the concerns that the customer brought to the attention of your company, we contacted her directly to give her a detailed explanation of her billing and promotions While our company protects our customer’s privacy and we won’t share the details on a publicly posted website, we verified the promotion s via email to the customer As always, we appreciate the opportunity to address our customers concerns Thank you Catherine/ Cox Communications Executive Offices/ Arizona
November 11, Revdex.com complaint – [redacted] — [redacted] We are sorry to hear of the confusion that the customer is experiencing with her account Due to the concerns that she brought to the attention of your office, we attempted direct contact with the clientWe will work directly with her and our GIG Sales Team on the confusion of her sales agreement/ HBO subscriptionAs always, we appreciate the opportunity given to us by the Revdex.com Thank you [redacted] / 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, [redacted] ***
We would like to thank the customer for taking the time to file her concerns regarding her former Cox account Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrationsUpon receipt of this complaint we were able to speak with our customer and confirmed the equipment in question had been returned to Cox CommunicationsAfter confirming this information, the disputed balance has been waived and a recall has been submitted to ensure the remark is removed from our customer’s credit reportWe 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 You.GeorgeExecutive ResolutionsCox Communications
Revdex.com complaint# [redacted] -- [redacted] We were sorry to hear of the confusion that the customer experienced with her billing Due to the concerns that she brought to the attention of your office, we contacted her directly to discuss the matter We have filed an investigation with our Receivable Management Team to review the records from We will keep the customer informed with the results of our investigation As always, we thank the Revdex.com for bringing this customer concern to our attention Thank you! Catherine/Cox Communications Executive Offices/ Arizona
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 We previously offered free ICloud storage to Internet subscribers Regretfully, we are no longer offering this feature going forward As a courtesy to our customers we are offering an alternate solution for a free service trial with the leading provider of cloud storage and sharing solutions to assist with the transition We have contacted our customer directly to address their concerns in detail and our customer has chosen to not take advantage of this offer Our customer has our contact information if they would like to discuss this matter further It is always our goal to provide our customers with exemplary customer serviceWe appreciate the opportunity that the Revdex.com has given to us to address and assist our customer Atari HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We are sorry to hear of the internet service issues our customer has experienced We scheduled to have a field technician go to our client’s home on January 31, 2016, to address the issues brought to the attention of your office Once we are able to make contact with our customer to follow up from his recent service call we can address any further concerns he may have for a successful resolutionThank you for your time and considerationJaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here
We appreciate our customer taking the time to file their concerns regarding their former Cox account As a customer service oriented company we welcome the opportunity to resolve our customer’s concernsUpon review of the account in question, we are able to confirm that the disconnection of service was completed as requested on 4/26/16, resulting in the closure of the accountOnce an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business daysWhen the equipment in question (modem and wireless adapter) were not returned within ten days of the disconnection, unreturned equipment fees totaling $were applied to the accountIn combination with the $owed for the service rendered prior to the disconnection, the final balance was $While the modem has been returned as of 5/19/16, resulting in $in equipment charges being removed, the wireless adapter has yet to be returned to our companyAs a courtesy, we have removed the wireless adapter from the account and therefore the equipment fee of $will be removed from the account within 1-days, which will leave the account with $final balanceOur customer is welcome to pay this final balance by telephone, mail, or by visiting any Cox Retail locationAs a courtesy, we will also mail our customer a copy of this final statement reflecting this balanceOnce again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-Thank YouGeorge Executive Resolutions Cox Communications
As always, we appreciate the opportunity to address our client’s concerns We want to assure your office as well as the customer that appropriate coaching and follow up has been completed with the agents in question Our Leadership has thoroughly investigated the account concerns that the subscriber brought up in her Revdex.com complaint While we cannot share specific details of the follow up, we do appreciate the time that the customer has taken to let us know “how we are doing.“ The billing and balance as well as the fees charged to the customer were discussed in detail with her as well We hope this additional information provided will be acceptable for closure to this complaint
July 27, Revdex.com complaint ID# [redacted] — [redacted] *** We were sorry to hear of the difficulty that the customer brought to the attention of the Revdex.com Due to those concerns, we contacted the customer directly to discussWe advised he customer that we will continue to work with her and our Field Leadership Team to ensure that her data concerns are addressed and resolved appropriately The client has our direct contact information for follow upWe do appreciate the opportunity that you have given us to assist a valued subscriber! [redacted] /Office of the General Manager/ Cox Communications Executive Offices/ Arizona
May 6, 2016—BBB rebuttal [redacted] —A [redacted] A [redacted] We are sorry to hear that the customer is still confused on his billing and credits. As we stated in our first response to your office, the customer has been credited in full for both service calls, as well as the install fee. Review of the billing records indicates that the customer received an additional $45.00 in service credits, as well as the credits applied for the service calls and installation charge. Our records do not support further credits to the account. We highly suggest the customer check his account on line to verify his balance. The client can review his account via our website at www.cox.com. In order to communicate with our agents in a manner that is most comfortable for the customer, we suggest he utilize our Live Chat. Our Technical and Billing Support agents are available 24 hours a day, and seven days a week. By allowing us to answer his questions directly, our agents can address his concerns quickly and efficiently. For the convenience of the customer, this link can be pasted into his web browser for fast, direct service from us; [redacted] We hope this information has been helpful to closure of this complaint. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service We regret to hear of any inconvenience that our customer has experienced with our company We have contacted the customer directly to address their concernsAt this time we are currently working with our Marketing Department regarding their inquiry but we are confident we will be able to provide a successful resolutionThank you for your time and considerationJesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billingCox offers a variety of High Speed Internet plans to meet the needs of its customersThese plans offer speeds ranging from 5mbps download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of terabyte (1TB)Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle As Internet usage is currently doubling every years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customersCox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing periodCox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of billing cycles when billing begins in your marketFor more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your marketHowever, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan) We trust that these tools will help you manage and understand residential broadband usageWe hope this information alleviates your expressed concernsIf you have any additional questions, please feel free to contact Cox at (888) 269-Thank 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 their concerns, however, our attempts to reach them have been unsuccessful Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution Thank you for your time and consideration Sharon HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Nothing resolved on our last complaintCan't get a hold of anyone to talk toCox Communications and there subcontractors did extensive damage to our front yard and our irrigation systemReceived correspondence from [redacted] saying everything has been resolvedNothing resolved on our last complaintCan't get a hold of anyone to talk toCox Communications and there subcontractors did extensive damage to our front yard and our irrigation systemReceived correspondence from [redacted] saying everything has been resolved
August 8, 2016, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill 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 billing 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
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 After a detailed review of our customers account we see that they are subscribed to the Cox Starter Internet service This is an entry level tier that is priced at our most affordable rate Over the last months our customer has enjoyed a $courtesy discount that has since expired Regretfully, there is no further promotional opportunities on our starter level of internet service We appreciate the opportunity to review our customers account and would be willing to review discount opportunities with them should they decide to bundle additional services (Television, Digital Telephone) with their internet service 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 experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customer
[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] , Please withdraw my complaint Regards, [redacted]
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We submitted a credit inquiry removal request to [redacted] on December 12, 2017 this can take a minimum of 10 business days before we receive a response back from the Credit Bureau. 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 and deeply sorry we were unable to successfully resolve. We appreciate the opportunity that the BBB has given to us to assist our customer Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
January 10, 2017—Revdex.com complaint# [redacted] We were sorry to hear that the customer experienced distress with her billing and rates Due to her concerns, we contacted her directly by phone After speaking to the client, we sent her an email and provided her with a copy of her December billing We advised the customer that if she chooses to end her agreement with us, we will remove her ETF (Early Termination Fee) from her account The subscriber has our direct contact informationAs always, we appreciate the opportunity that the Revdex.com has given to us Thank you [redacted] /Cox Communications Executive Offices/ Arizona
December 10, Revdex.com complaint # [redacted] [redacted] ***/ [redacted] We were sorry to hear of the confusion that the customer experienced with her account Due to the concerns that the customer brought to the attention of your company, we contacted her directly to give her a detailed explanation of her billing and promotions While our company protects our customer’s privacy and we won’t share the details on a publicly posted website, we verified the promotion s via email to the customer As always, we appreciate the opportunity to address our customers concerns Thank you Catherine/ Cox Communications Executive Offices/ Arizona
November 11, Revdex.com complaint – [redacted] — [redacted] We are sorry to hear of the confusion that the customer is experiencing with her account Due to the concerns that she brought to the attention of your office, we attempted direct contact with the clientWe will work directly with her and our GIG Sales Team on the confusion of her sales agreement/ HBO subscriptionAs always, we appreciate the opportunity given to us by the Revdex.com Thank you [redacted] / 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, [redacted] ***
We would like to thank the customer for taking the time to file her concerns regarding her former Cox account Please let me begin with an apology for any inconvenience she experienced We certainly do not want to cause her any frustrationsUpon receipt of this complaint we were able to speak with our customer and confirmed the equipment in question had been returned to Cox CommunicationsAfter confirming this information, the disputed balance has been waived and a recall has been submitted to ensure the remark is removed from our customer’s credit reportWe 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 You.GeorgeExecutive ResolutionsCox Communications
Revdex.com complaint# [redacted] -- [redacted] We were sorry to hear of the confusion that the customer experienced with her billing Due to the concerns that she brought to the attention of your office, we contacted her directly to discuss the matter We have filed an investigation with our Receivable Management Team to review the records from We will keep the customer informed with the results of our investigation As always, we thank the Revdex.com for bringing this customer concern to our attention Thank you! Catherine/Cox Communications Executive Offices/ Arizona
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 We previously offered free ICloud storage to Internet subscribers Regretfully, we are no longer offering this feature going forward As a courtesy to our customers we are offering an alternate solution for a free service trial with the leading provider of cloud storage and sharing solutions to assist with the transition We have contacted our customer directly to address their concerns in detail and our customer has chosen to not take advantage of this offer Our customer has our contact information if they would like to discuss this matter further It is always our goal to provide our customers with exemplary customer serviceWe appreciate the opportunity that the Revdex.com has given to us to address and assist our customer Atari HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Revdex.com Case # [redacted] We are sorry to hear of the internet service issues our customer has experienced We scheduled to have a field technician go to our client’s home on January 31, 2016, to address the issues brought to the attention of your office Once we are able to make contact with our customer to follow up from his recent service call we can address any further concerns he may have for a successful resolutionThank you for your time and considerationJaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here
We appreciate our customer taking the time to file their concerns regarding their former Cox account As a customer service oriented company we welcome the opportunity to resolve our customer’s concernsUpon review of the account in question, we are able to confirm that the disconnection of service was completed as requested on 4/26/16, resulting in the closure of the accountOnce an account has been closed, our customers are expected to return any equipment belonging to Cox Communications to avoid unreturned equipment charges within ten business daysWhen the equipment in question (modem and wireless adapter) were not returned within ten days of the disconnection, unreturned equipment fees totaling $were applied to the accountIn combination with the $owed for the service rendered prior to the disconnection, the final balance was $While the modem has been returned as of 5/19/16, resulting in $in equipment charges being removed, the wireless adapter has yet to be returned to our companyAs a courtesy, we have removed the wireless adapter from the account and therefore the equipment fee of $will be removed from the account within 1-days, which will leave the account with $final balanceOur customer is welcome to pay this final balance by telephone, mail, or by visiting any Cox Retail locationAs a courtesy, we will also mail our customer a copy of this final statement reflecting this balanceOnce again, we would like to apologize for the frustration that the customer has experienced If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-Thank YouGeorge Executive Resolutions Cox Communications
As always, we appreciate the opportunity to address our client’s concerns We want to assure your office as well as the customer that appropriate coaching and follow up has been completed with the agents in question Our Leadership has thoroughly investigated the account concerns that the subscriber brought up in her Revdex.com complaint While we cannot share specific details of the follow up, we do appreciate the time that the customer has taken to let us know “how we are doing.“ The billing and balance as well as the fees charged to the customer were discussed in detail with her as well We hope this additional information provided will be acceptable for closure to this complaint
July 27, Revdex.com complaint ID# [redacted] — [redacted] *** We were sorry to hear of the difficulty that the customer brought to the attention of the Revdex.com Due to those concerns, we contacted the customer directly to discussWe advised he customer that we will continue to work with her and our Field Leadership Team to ensure that her data concerns are addressed and resolved appropriately The client has our direct contact information for follow upWe do appreciate the opportunity that you have given us to assist a valued subscriber! [redacted] /Office of the General Manager/ Cox Communications Executive Offices/ Arizona
May 6, 2016—BBB rebuttal [redacted] —A [redacted] A [redacted] We are sorry to hear that the customer is still confused on his billing and credits. As we stated in our first response to your office, the customer has been credited in full for both service calls, as well as the install fee. Review of the billing records indicates that the customer received an additional $45.00 in service credits, as well as the credits applied for the service calls and installation charge. Our records do not support further credits to the account. We highly suggest the customer check his account on line to verify his balance. The client can review his account via our website at www.cox.com. In order to communicate with our agents in a manner that is most comfortable for the customer, we suggest he utilize our Live Chat. Our Technical and Billing Support agents are available 24 hours a day, and seven days a week. By allowing us to answer his questions directly, our agents can address his concerns quickly and efficiently. For the convenience of the customer, this link can be pasted into his web browser for fast, direct service from us; [redacted] We hope this information has been helpful to closure of this complaint. Thank you. Catherine/Cox Communications Executive Offices/ Arizona
Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service We regret to hear of any inconvenience that our customer has experienced with our company We have contacted the customer directly to address their concernsAt this time we are currently working with our Marketing Department regarding their inquiry but we are confident we will be able to provide a successful resolutionThank you for your time and considerationJesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate the opportunity to reply regarding Cox High Speed Internet service, the monthly data usage allowance, and Cox’s introduction of data usage billingCox offers a variety of High Speed Internet plans to meet the needs of its customersThese plans offer speeds ranging from 5mbps download/1mbps upload to 300mbps download/30mbps upload, and each has a data usage allowance of terabyte (1TB)Monthly data usage calculations are based on the amount of the customer’s downloads, uploads and other Internet activity within their individual monthly billing cycle As Internet usage is currently doubling every years due to evolving customer needs, we continue to strive to provide the optimal residential broadband experience for all our customersCox provides the tools, such as data usage meters on cox.com and on the Cox Connect mobile app, that allow customers to monitor, manage, and track their household’s data usage and amount of data remaining for the monthly billing periodCox will also provide browser alerts when reaching 85% and 100% of your monthly plan, and a grace period of billing cycles when billing begins in your marketFor more information on these tools, data usage, plans and examples of the many things you can do with 1TB of data in a month, visit www.cox.com/datausage While monthly usage allowances are not new for our Internet service plans, Cox, like many other providers, is making changes to bill for blocks of data used by customers in excess of 1TB in your marketHowever, we expect minimal to no impact for the vast majority of our customers (we anticipate that less than 1% of customers will exceed the monthly amount of data included in their service plan) We trust that these tools will help you manage and understand residential broadband usageWe hope this information alleviates your expressed concernsIf you have any additional questions, please feel free to contact Cox at (888) 269-Thank 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 their concerns, however, our attempts to reach them have been unsuccessful Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution Thank you for your time and consideration Sharon HExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
Nothing resolved on our last complaintCan't get a hold of anyone to talk toCox Communications and there subcontractors did extensive damage to our front yard and our irrigation systemReceived correspondence from [redacted] saying everything has been resolvedNothing resolved on our last complaintCan't get a hold of anyone to talk toCox Communications and there subcontractors did extensive damage to our front yard and our irrigation systemReceived correspondence from [redacted] saying everything has been resolved
August 8, 2016, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his bill 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 billing 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
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 After a detailed review of our customers account we see that they are subscribed to the Cox Starter Internet service This is an entry level tier that is priced at our most affordable rate Over the last months our customer has enjoyed a $courtesy discount that has since expired Regretfully, there is no further promotional opportunities on our starter level of internet service We appreciate the opportunity to review our customers account and would be willing to review discount opportunities with them should they decide to bundle additional services (Television, Digital Telephone) with their internet service 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 experiencedWe appreciate the opportunity that the Revdex.com has given to us to assist our customer
[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] , Please withdraw my complaint Regards, [redacted]
We would like to thank the BBB for the opportunity to assist a valuable customer. Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration. We submitted a credit inquiry removal request to [redacted] on December 12, 2017 this can take a minimum of 10 business days before we receive a response back from the Credit Bureau. 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 and deeply sorry we were unable to successfully resolve. We appreciate the opportunity that the BBB has given to us to assist our customer Atari H. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region