Revdex.com # [redacted] - Rebuttal We would like to thank the Revdex.com for bringing our customer’s additional comments to the attention of our office We are sorry our customer is not happy with the outcome of our contact with him on 9/29/ As mentioned in our original response, our customer advised us that his concerns with his channel liwere resolved after he contacted our Customer Care Center Thank you for your time and consideration in closing this complaint Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding their Cox accountAs a customer orientated company we take the customer experience very seriously and we welcome the opportunity to resolve the issues expressed by our customer Upon receipt of this complaint, we were able to make contact with our customer on 1/26/During our conversation we were able to explain to our customer that the credit in question was applied to his account as originally agreed to on 1/12/We also explained the reason he has not yet seen this credit is because it was applied in the middle of a billing cycle and it will appear on the new bill to be created within the next few daysWith this in mind, we are confident the issue at hand has been resolvedOnce again, we would like to apologize for the frustration that the customer has experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank YouGeorge Executive Resolutions Cox Communications
We have worked directly with this customer on her complaintWhile we are sorry the customer is not happy with the answer that we provided we do not have support for the credit she is requesting Thank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration We have 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 [redacted] *.Executive 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 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 customerLawrence EExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
November 19, Revdex.com rebuttal Hernandez--# [redacted] We were sorry to hear that the customer was not satisfied with our assistance We spoke with our Field Service Leadership on the customer’s concerns and received confirmation that the customer has a bad line which is causing the tiling issues The line cannot be run by our company and will require an electrician to replace the line The customer has been advised and understands that the fault is not with our service, but with his own wiring We also confirmed that the other cable boxes in the house that are not connected to this line are working flawlessly with our service We have explained this to the customer and he understands We hope this information has been helpful 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 service and damage claim 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 have completed a full review of the account in questionAfter reviewing the account we found that our Damage Claims Department has conducted a thorough and impartial investigation of our customer’s concerns which resulted in the claim in question being deniedThis denial has also been communicated directly to our customer by our Damage Claims DepartmentWe also see that our customer spoke with our Corporate Care Department on 1/15/who further explained our stance regarding the denial of the damage claim and also outlined the substantial number of recent account adjustments applied by Cox Communications to the account in question in an effort to address our customer’s frustrationWhile we recognize this situation may be frustrating, we must be clear in stating that additional contact with offices of Cox Communications will not change the findings of our Damage Claims Department for the claim in questionIt 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 [redacted] [redacted] [redacted] 623-594-Thank YouGeorge Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file her concerns regarding the final charges on her account Please let me begin with an apology for any inconvenience she experienced We certainly did not want to cause her any frustrationsUpon receipt of this complaint, we attempted to reach out and speak with the customer without successWe’ve left our contact information on both voicemailsIt 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 1-866-867-Thank YouThomas Executive Resolutions Cox Communications
We appreciate our customer taking the time to voice her additional concerns regarding her accountWe certainly do not want to cause our customers any frustrations While we absolutely understand our customer’s frustration, we must explain that we were already able to speak with our customer on 9/8/regarding the same issues submitted to us via an Attorney General complaintDuring our conversation with our customer we were able to address her frustrations and also confirmed that she had been appropriately compensated for the issues that occurred in the form of credit for all fees incurred from this returned payment as well as a credit for one month of service for the inconvenienceWhile we respect our customer’s views and frustration on the subject, we do feel that we have been very reasonable in our efforts to ensure the issue was resolved and that our customer received adequate compensation for their frustrationIt 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 experiencedThank you [redacted] Executive ResolutionsCox Communications
We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding credits due herIt is certainly not our intention to cause any frustrationDue to the concerns brought to the attention of your office we have thoroughly reviewed our clients account and upon speaking with Ms, [redacted] we were able to determine she is due a refund of $We have escalated to our accounting department to assure her refund will be processed as soon as possible and we will continue to be in contact with the customer through resolveIt 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 experiencedSharon / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here
[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, Mary B [redacted]
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 and their Internet serviceWe have attempted to contact our customer directly at the e-mail address and telephone number providedOnce we are able to verify the account, we can address the concerns and provide a successful resolutionThank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his service and recent experience with our Customer Care CenterPlease let me begin with an apology for any inconvenience he experiencedWe certainly do not want to cause him any frustrationsUpon receipt of this complaint we see that this customer is already working with us via an escalation they sent to our Corporate Care DepartmentOur Corporate Care Department has advised us they will reach back out to MrCole today to address any remaining concernsWe are confident that we will reach an amicable 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 experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank YouExecutive Escalations Cox Communications
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 concernsWe advised the customer that their feedback will be addressed with the appropriate leadership within our organization regarding their experienceWhile the customer has advised us they had contacted a third-party to resolve the issue, we have provided compensation in the form of an adjustment towards their accountIt 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 companyOnce again, we would like to apologize for the frustration that the customer has experienced.Thank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
when I spoke with Michael last week, his only solution was that I need to sign up for a service contract to be locked into a rate, when he admitted that the information I have brought to issue is valid and was given to me by Cox representativesI expressed to Michael I do not feel comfortable signing up for a service contract when I’ve been misadvised multiple times this year by Cox representativesIf Cox was really about service and rectifying its issues with customers, my rate, as I was promised months ago, would be in effect right nowBefore I got off the phone with Michael, I asked that the phone call be pulled from the phone call I had with his team member, Larry back in June or JulyThat hasn’t been doneNo resolution has been reached because Cox only cares about itselfCox has no loyalty to its customersIf no resolution is reached after this, I will terminate my serviceI have gone through too many issues this year and all have been the fault of Cox, yet no ownership has been takenOnly empty apologies given and a service contract repeatedly forced down my throatI will not settle for what I don’t deserve
Cox is NOT stating the "TRUTH" I called on October 4th and told my situation to a billing agent regarding the "Agreement of $done by Shawn in the Loyalty DeptSo the billing agent gave me a " credit and THEN TRANSFERRED me to the Loyalty Dept Agent Robert which Robert then tried to tell me I was given incorrect info from SHaWN in the Loyalty Dept and that I was given a courtesy one time credit" My agreement with Shwan was a locked in price for which overides the previous "LOCKED IN PROMOTION til July for To Keep their promis of an additional year...I had never gotten or completed because Cox just bumped me up , DISREGARDING THE AGREEMENT SET UP WITH SHAWN on Oct4th I did not agree to $All I know is I agrreed to pay the Loyalty Dept's price to complete my locked in expiration date so I had months left, but when the PRICES CHANGED, INCREASED, COX just wiped out my ending months and bumped me but keeps reminding me of "WHAT THE COST REALLY IS" So as to look like I am getting a great deal Nothing in writing, No contract so I guess they can do whatever they please to agrivate and frustrate the consumerStill poor business ethics, and I say Cox is putting themselves first and NOT the customer or they would treat them betterHONOR YOUR VERBAL COMMITTMENTS , such as credit and promotions til they expire then BUMP your prices , if you like that would be fair.!
Revdex.com #[redacted] We Would like to thank the Revdex.com for bringing our customer’s additional comments to our attentionWhen contact was made with our customer, we extended separate promotional offers, both of which our customer declined We did advise our customer that if they should change their mind about adding cable services with one of these offers that we noted their account approriately This was done to honor the promotions our office extended to them In response to our clients request for a discount on their current serivce, our records indicate they have a promotion on their internet service Their current discount is in effect until April 1, Thank you for your time and consideration [redacted] / Executive EscalationsOffice of the General ManagerCox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billingAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although we completely understand our customer’s reservations regarding this change, we would like to reiterate once more that 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 have also confirmed that only times in the past months has this customer exceeded the bandwidth allowance for their servicesWe are confident this will cause a minimal impact to our customer and we appreciate their feedback 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 Thomas Executive Resolutions Cox Communications
Hello,They have tried one time to contact me and then I called them back at the number they left me and left a message for them and they have not responded back, I work M-F 8-and Sat 9-The message they left did not give a name for me to ask for and the number I called went right to a message center [redacted]
Revdex.com # [redacted] - Rebuttal We would like to thank the Revdex.com for bringing our customer’s additional comments to the attention of our office We are sorry our customer is not happy with the outcome of our contact with him on 9/29/ As mentioned in our original response, our customer advised us that his concerns with his channel liwere resolved after he contacted our Customer Care Center Thank you for your time and consideration in closing this complaint Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding their Cox accountAs a customer orientated company we take the customer experience very seriously and we welcome the opportunity to resolve the issues expressed by our customer Upon receipt of this complaint, we were able to make contact with our customer on 1/26/During our conversation we were able to explain to our customer that the credit in question was applied to his account as originally agreed to on 1/12/We also explained the reason he has not yet seen this credit is because it was applied in the middle of a billing cycle and it will appear on the new bill to be created within the next few daysWith this in mind, we are confident the issue at hand has been resolvedOnce again, we would like to apologize for the frustration that the customer has experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank YouGeorge Executive Resolutions Cox Communications
We have worked directly with this customer on her complaintWhile we are sorry the customer is not happy with the answer that we provided we do not have support for the credit she is requesting Thank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the Revdex.com for the opportunity to assist a valuable customer Please let me begin with an apology for any inconvenience our customer may have experiencedIt is certainly not our intention to cause any frustration We have 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 [redacted] *.Executive 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 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 customerLawrence EExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
November 19, Revdex.com rebuttal Hernandez--# [redacted] We were sorry to hear that the customer was not satisfied with our assistance We spoke with our Field Service Leadership on the customer’s concerns and received confirmation that the customer has a bad line which is causing the tiling issues The line cannot be run by our company and will require an electrician to replace the line The customer has been advised and understands that the fault is not with our service, but with his own wiring We also confirmed that the other cable boxes in the house that are not connected to this line are working flawlessly with our service We have explained this to the customer and he understands We hope this information has been helpful 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 service and damage claim 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 have completed a full review of the account in questionAfter reviewing the account we found that our Damage Claims Department has conducted a thorough and impartial investigation of our customer’s concerns which resulted in the claim in question being deniedThis denial has also been communicated directly to our customer by our Damage Claims DepartmentWe also see that our customer spoke with our Corporate Care Department on 1/15/who further explained our stance regarding the denial of the damage claim and also outlined the substantial number of recent account adjustments applied by Cox Communications to the account in question in an effort to address our customer’s frustrationWhile we recognize this situation may be frustrating, we must be clear in stating that additional contact with offices of Cox Communications will not change the findings of our Damage Claims Department for the claim in questionIt 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 [redacted] [redacted] [redacted] 623-594-Thank YouGeorge Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file her concerns regarding the final charges on her account Please let me begin with an apology for any inconvenience she experienced We certainly did not want to cause her any frustrationsUpon receipt of this complaint, we attempted to reach out and speak with the customer without successWe’ve left our contact information on both voicemailsIt 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 1-866-867-Thank YouThomas Executive Resolutions Cox Communications
We appreciate our customer taking the time to voice her additional concerns regarding her accountWe certainly do not want to cause our customers any frustrations While we absolutely understand our customer’s frustration, we must explain that we were already able to speak with our customer on 9/8/regarding the same issues submitted to us via an Attorney General complaintDuring our conversation with our customer we were able to address her frustrations and also confirmed that she had been appropriately compensated for the issues that occurred in the form of credit for all fees incurred from this returned payment as well as a credit for one month of service for the inconvenienceWhile we respect our customer’s views and frustration on the subject, we do feel that we have been very reasonable in our efforts to ensure the issue was resolved and that our customer received adequate compensation for their frustrationIt 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 experiencedThank you [redacted] Executive ResolutionsCox Communications
We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding credits due herIt is certainly not our intention to cause any frustrationDue to the concerns brought to the attention of your office we have thoroughly reviewed our clients account and upon speaking with Ms, [redacted] we were able to determine she is due a refund of $We have escalated to our accounting department to assure her refund will be processed as soon as possible and we will continue to be in contact with the customer through resolveIt 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 experiencedSharon / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region Tell us why here
[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, Mary B [redacted]
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 and their Internet serviceWe have attempted to contact our customer directly at the e-mail address and telephone number providedOnce we are able to verify the account, we can address the concerns and provide a successful resolutionThank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
We would like to thank the customer for taking the time to file his concerns regarding his service and recent experience with our Customer Care CenterPlease let me begin with an apology for any inconvenience he experiencedWe certainly do not want to cause him any frustrationsUpon receipt of this complaint we see that this customer is already working with us via an escalation they sent to our Corporate Care DepartmentOur Corporate Care Department has advised us they will reach back out to MrCole today to address any remaining concernsWe are confident that we will reach an amicable 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 experiencedIf they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank YouExecutive Escalations Cox Communications
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 concernsWe advised the customer that their feedback will be addressed with the appropriate leadership within our organization regarding their experienceWhile the customer has advised us they had contacted a third-party to resolve the issue, we have provided compensation in the form of an adjustment towards their accountIt 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 companyOnce again, we would like to apologize for the frustration that the customer has experienced.Thank you for your time and considerationExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
when I spoke with Michael last week, his only solution was that I need to sign up for a service contract to be locked into a rate, when he admitted that the information I have brought to issue is valid and was given to me by Cox representativesI expressed to Michael I do not feel comfortable signing up for a service contract when I’ve been misadvised multiple times this year by Cox representativesIf Cox was really about service and rectifying its issues with customers, my rate, as I was promised months ago, would be in effect right nowBefore I got off the phone with Michael, I asked that the phone call be pulled from the phone call I had with his team member, Larry back in June or JulyThat hasn’t been doneNo resolution has been reached because Cox only cares about itselfCox has no loyalty to its customersIf no resolution is reached after this, I will terminate my serviceI have gone through too many issues this year and all have been the fault of Cox, yet no ownership has been takenOnly empty apologies given and a service contract repeatedly forced down my throatI will not settle for what I don’t deserve
Cox is NOT stating the "TRUTH" I called on October 4th and told my situation to a billing agent regarding the "Agreement of $done by Shawn in the Loyalty DeptSo the billing agent gave me a " credit and THEN TRANSFERRED me to the Loyalty Dept Agent Robert which Robert then tried to tell me I was given incorrect info from SHaWN in the Loyalty Dept and that I was given a courtesy one time credit" My agreement with Shwan was a locked in price for which overides the previous "LOCKED IN PROMOTION til July for To Keep their promis of an additional year...I had never gotten or completed because Cox just bumped me up , DISREGARDING THE AGREEMENT SET UP WITH SHAWN on Oct4th I did not agree to $All I know is I agrreed to pay the Loyalty Dept's price to complete my locked in expiration date so I had months left, but when the PRICES CHANGED, INCREASED, COX just wiped out my ending months and bumped me but keeps reminding me of "WHAT THE COST REALLY IS" So as to look like I am getting a great deal Nothing in writing, No contract so I guess they can do whatever they please to agrivate and frustrate the consumerStill poor business ethics, and I say Cox is putting themselves first and NOT the customer or they would treat them betterHONOR YOUR VERBAL COMMITTMENTS , such as credit and promotions til they expire then BUMP your prices , if you like that would be fair.!
Revdex.com #[redacted] We Would like to thank the Revdex.com for bringing our customer’s additional comments to our attentionWhen contact was made with our customer, we extended separate promotional offers, both of which our customer declined We did advise our customer that if they should change their mind about adding cable services with one of these offers that we noted their account approriately This was done to honor the promotions our office extended to them In response to our clients request for a discount on their current serivce, our records indicate they have a promotion on their internet service Their current discount is in effect until April 1, Thank you for your time and consideration [redacted] / Executive EscalationsOffice of the General ManagerCox Communications, Southwest Region
We appreciate our customer taking the time to voice their additional concerns regarding the monthly data usage allowance, and Cox’s introduction of data usage billingAs a customer oriented business we always welcome the opportunity to assist our customers with their concerns Although we completely understand our customer’s reservations regarding this change, we would like to reiterate once more that 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 have also confirmed that only times in the past months has this customer exceeded the bandwidth allowance for their servicesWe are confident this will cause a minimal impact to our customer and we appreciate their feedback 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 Thomas Executive Resolutions Cox Communications
Hello,They have tried one time to contact me and then I called them back at the number they left me and left a message for them and they have not responded back, I work M-F 8-and Sat 9-The message they left did not give a name for me to ask for and the number I called went right to a message center [redacted]