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 Sharon H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
June 19, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer recently experienced with our company Due to the concerns that the client brought to the attention of your office, we contacted him directly to discuss the situation We removed the install and service call fee from the account and the feedback regarding the technician has been forwarded to the appropriate Leadership The customer was happy to receive our call and satisfied with the action that we tookAs always, we appreciate the opportunity that the Revdex.com has given us to address the clients concerns Thank youCatherine/Cox Communications Executive Offices/ Arizona
We are sorry there was a lack of clarity with our prior responseAs the Revdex.com can post the complaints publicly, we don’t post CPNI (customer proprietary network information) with our responses To summarize, we have removed all install chargesWe have agreed in one year to reach back out to the customer to work with her on adjusting the price for her services to the quoted $180.19, plus any changes in taxes, fees, or surchargesAdditionally, if she decides to keep the Panoramic modem the price will reflect the additional charges for this as wellOnce 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 ###-###-####Karen Executive Resolution Specialist Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his Internet servicesPlease let me begin with an apology for any inconvenience he experienced Our research of the account found our customer spoke with our Inbound Sales Department on 2/10/to order servicesOur review of this sales call found that our Sales Representative did inform our customer that they would be receiving the Essential Internet service (15mbps download speed) with their orderAdditionally, we found that our Sales Representative did disclose the $installation fee and advised the customer that our technician would activate the outlets during the installationWe do however recognize that our agent could have been clearer in the explanation of the outlet activation pertaining to the number of outlets covered under the standard cost of installationWe would like to assure our customer this feedback will be addressedRegarding our customer’s concerns with the early termination fee, we do see that our Customer Care Center did waive this fee as a courtesy when the disconnection was scheduled on 3/16/However, we found that between the installation and disconnection dates (2/11/to 3/17/16) there was only one call made to our Customer Care Center on 2/22/to discuss an issue with speedWhile we recognize our customer’s frustration, we do not have the documentation or pattern of calls to our Care Center to support waiving all fees associated with our customer’s term of serviceAt this point, the final balance of $is valid and will need to be paidOnce 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 SExecutive Resolutions Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding their Cox account Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrationsRegarding the customer’s concerns with their account, we do see that they have since contacted our Customer Care Center on 8/30/to have their requested removal of HBO processedWe would like to assure our customer that at no point would our company intentionally place services on our customer’s accounts without their permission Please know, we will ensure the feedback regarding this experience will be addressed with the appropriate Cox Leadership to ensure the issue is addressedAdditionally, due to the frustration our customer has experienced in addition to their extended tenure with our company we will apply a $adjustment to their account as a one time courtesyWe are confident the issue at hand has now been resolved It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experiencedThank youGeorge Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we do see that our customer opted to have their Cox High Speed Internet service upgrade from our Preferred Package (up to Mbps download/Mbps upload) to our Premier Package (up to Mbps download/Mbps upload) on May 27, While we certainly apologize for any frustration, we must be transparent in stating that in order to receive the speeds offered by our Premier Internet service an x channel DOCSIS modem will be requiredRegretfully, while the modem our customer is currently using is compatible with their previous Preferred Internet service, is not suited to support the increased speeds offered by the Premier Internet serviceDue to our customer’s tenure with us, we have applied a $goodwill adjustment to the accountWe will also ensure their feedback for the agent they spoke to is addressedShould our customer wish to continue using the Premier Internet service we do suggest upgrading to an x channel DOCSIS modem which can be purchased or rented from Cox Communications or purchased from any electronics retailerOtherwise, our customer may also consider reverting back to their previous level of Cox High Speed Internet should they wish to continue using their existing modemOnce 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 Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We sincerely regret any inconvenience this individual has experienced with our companyWe have contacted this individual directly to address her concerns and provide a successful resolutionThank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case# [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 regarding the promotional offer On August 11, 2016, a member of our Customer Experience Department made contact with our customer and confirmed their issues were resolved at the Cox Retail Location earlier that dayWe want to assure our customer that we respect their feedback and that the appropriate coaching will be provided for the representatives involvedAs 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 for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
This is a ongoing problem and when you call in you get the same lies and no help I got told to call Jenny directly but she is not always in her office so what good would that do the voice mail tells you they wil call you back the next busnnies day but the truth is its when they get around to it and if then
The reply from Cox is neither specific nor resolving to my complaintRather than express "the complaint is resolved" please provide what the resolution isSpecifically I took the time to stand in line and speak with your manager who both agreed and eliminated the charges based on his findings that the equipment was in fact returnedHowever we have yet to receive the credit of $we were promised when we experienced a cable television outage for several days
Revdex.com Case# [redacted] It is our goal to provide our customers with exemplary customer serviceWe sincerely regret any inconvenience that our customer has experienced with our company In most cases we will provide the option to self-install Cox services as long as Cox services have been active in the residence within the last monthsUnfortunately the customer’s address was not eligible so a Professional Installation, which is provided during the order process, was requiredRegarding the visit, we have forwarded our customer’s concerns and feedback to our Field Leadership for further review and to provide the appropriate coachingAs 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 any frustration that the customer has experiencedAs a one-time courtesy, we have provided an adjustment for the installation fee Thank you for your time and consideration [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
July 1, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill Due to the concerns that the client brought to your attention, the customer contacted our Customer Advocate GroupThe necessary adjustments have been made on 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
We would like to thank the customer for taking the time to voice her additional concerns regarding her Cox accountAs a customer service oriented company we always welcome the opportunity to come to a resolution with our customersIn reference to our customer’s concerns of requesting a downgrade or disconnection of service being refused by our Customer Care Center, we would like to stress that we take these type of concerns very seriouslyRegretfully, we must be transparent that we found no indication in the account notes that our customer made a formal request to downgrade or disconnect serviceWhile we understand our customer may have voiced dissatisfaction with their monthly rate in previous interactions with our company, this does not constitute a formal request to remove or downgrade services and thus no changes to the account were madeShould our customer wish to make changes to their account or level of service we encourage her to contact our Customer Care Center at her earliest convenience to discuss her optionsAdditionally, we understand our customer may feel that they are owed additional credits regarding services at a previous addressHowever, we do see that our customer spoke at length to our Customer Care Center on 3/2/regarding this subject and was advised numerous times that her account had been adequately compensated for previous issues experienced at her prior addressWhile we realize this may be frustrating, we must reiterate that our customer has been adequately compensated for any previous issues that occurred at her previous address and would not be due any additional account adjustmentsOnce 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
We would like to thank the customer for taking the time to file his concerns regarding his Internet services Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we were able to make contact with our customer on 8/21/to address the issues at handDuring our conversation with our customer, we arranged to have one of our Field Service Supervisors visit his home on 8/22/to address the issues with his serviceOn 8/25/we were able to speak to our customer again and we were able to confirm that the visit to his home on 8/22/was able to resolve the issues with his servicesIt 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[redacted] Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file their concerns regarding a recent payment to their account Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause them any frustrationsUpon receipt of this complaint we did conduct a research of the account to gain a better understanding of our customer’s concernsReview of the account found that while our Account Services Department were researching our options to refund the duplicate payment, that our customer opted to dispute the payment with their bank which resulted in the funds being returned to the bank directlyWith this in mind, we are able to confirm that our customer has been refunded the amount of the second payment that was being disputedDue to the frustration our customer experienced, we have also applied a one-time adjustment of $to the accountWe are confident the issue at hand has now been addressedIt 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
We would like to thank the customer for taking the time to file his concerns regarding the notification process for changes in service rates Please let me begin with an apology for any inconvenience he experienced We certainly did not want to cause him any frustrationsCox Communications notifies customers of any changes in the retail for their services in the billing statements for each customerCustomers have the choice of having these statements mailed via [redacted] or a simple notification of the balance and due date emailed to themIn any case, the statements are made available on Cox.com going back monthsIn this case, notifications of a retail rate increase in Cox services are mailed out on the statement prior to the increaseWith regards the service issues experienced, Cox does complete routine maintenance on our infrastructureIn the instance of an outage however, the failing can be from several sources, not just a Cox failureIntentional or accidental damage to service delivery equipment and signal interference from ingress are a few of many ways that the services can fail which are outside Cox handsResponse time to our customers is imperative to our business, especially those that include an interruption of phone service Because telephony is a “life line” service, Cox responds to those outages instantly The efforts of our technician’s help ensure Cox stays within the FCC regulated 99.99% telephony up timeIt 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 623-594-Thank YouThomas Executive Resolutions Cox Communications
Revdex.com # [redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billingIt 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 experiencedJaimi / 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 frustration.We are sorry to hear that the customer is experiencing stress regarding the placement of the equipment in the public easement adjacent to his propertyDue to the concerns that the customer brought to the attention of your office, our Construction Leadership Team has contacted the client and will work directly with him to answer his questions regarding the situation at handOnce 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 customerExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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 have contacted our customer directly to address her concerns in detail and she has our contact information if she would like to discuss this 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 [redacted] **Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
July 8, Revdex.com complaint # [redacted] — [redacted] *** We were sorry to hear of the confusion that the customer experienced regarding Internet pricing Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her our contact information for further questions on this matter The customer state in her complaint that she was not advised of the difference in price on the levels of data service We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $would not pertain to her situation The customer is currently receiving a discounted price of $per month for the Preferred Internet; as the regular monthly rate is $ This special priced campaign is valid through May 21, We hope this information has been helpful to your office, as well as the customer We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $discount over the course of the year As always, we appreciate the opportunity to assist a valued customer Thank you [redacted] / Cox Communications Executive Offices/ [redacted]
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 Sharon H Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
June 19, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer recently experienced with our company Due to the concerns that the client brought to the attention of your office, we contacted him directly to discuss the situation We removed the install and service call fee from the account and the feedback regarding the technician has been forwarded to the appropriate Leadership The customer was happy to receive our call and satisfied with the action that we tookAs always, we appreciate the opportunity that the Revdex.com has given us to address the clients concerns Thank youCatherine/Cox Communications Executive Offices/ Arizona
We are sorry there was a lack of clarity with our prior responseAs the Revdex.com can post the complaints publicly, we don’t post CPNI (customer proprietary network information) with our responses To summarize, we have removed all install chargesWe have agreed in one year to reach back out to the customer to work with her on adjusting the price for her services to the quoted $180.19, plus any changes in taxes, fees, or surchargesAdditionally, if she decides to keep the Panoramic modem the price will reflect the additional charges for this as wellOnce 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 ###-###-####Karen Executive Resolution Specialist Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his Internet servicesPlease let me begin with an apology for any inconvenience he experienced Our research of the account found our customer spoke with our Inbound Sales Department on 2/10/to order servicesOur review of this sales call found that our Sales Representative did inform our customer that they would be receiving the Essential Internet service (15mbps download speed) with their orderAdditionally, we found that our Sales Representative did disclose the $installation fee and advised the customer that our technician would activate the outlets during the installationWe do however recognize that our agent could have been clearer in the explanation of the outlet activation pertaining to the number of outlets covered under the standard cost of installationWe would like to assure our customer this feedback will be addressedRegarding our customer’s concerns with the early termination fee, we do see that our Customer Care Center did waive this fee as a courtesy when the disconnection was scheduled on 3/16/However, we found that between the installation and disconnection dates (2/11/to 3/17/16) there was only one call made to our Customer Care Center on 2/22/to discuss an issue with speedWhile we recognize our customer’s frustration, we do not have the documentation or pattern of calls to our Care Center to support waiving all fees associated with our customer’s term of serviceAt this point, the final balance of $is valid and will need to be paidOnce 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 SExecutive Resolutions Cox Communications
We would like to thank the customer for taking the time to file their concerns regarding their Cox account Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause our customers any frustrationsRegarding the customer’s concerns with their account, we do see that they have since contacted our Customer Care Center on 8/30/to have their requested removal of HBO processedWe would like to assure our customer that at no point would our company intentionally place services on our customer’s accounts without their permission Please know, we will ensure the feedback regarding this experience will be addressed with the appropriate Cox Leadership to ensure the issue is addressedAdditionally, due to the frustration our customer has experienced in addition to their extended tenure with our company we will apply a $adjustment to their account as a one time courtesyWe are confident the issue at hand has now been resolved It is always our goal to provide our customers with exemplary customer service As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company Once again, we would like to apologize for the frustration that the customer has experiencedThank youGeorge Executive Resolutions Cox Communications
We would like to thank the customer for taking the time to file his concerns regarding his Cox High Speed Internet service Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we do see that our customer opted to have their Cox High Speed Internet service upgrade from our Preferred Package (up to Mbps download/Mbps upload) to our Premier Package (up to Mbps download/Mbps upload) on May 27, While we certainly apologize for any frustration, we must be transparent in stating that in order to receive the speeds offered by our Premier Internet service an x channel DOCSIS modem will be requiredRegretfully, while the modem our customer is currently using is compatible with their previous Preferred Internet service, is not suited to support the increased speeds offered by the Premier Internet serviceDue to our customer’s tenure with us, we have applied a $goodwill adjustment to the accountWe will also ensure their feedback for the agent they spoke to is addressedShould our customer wish to continue using the Premier Internet service we do suggest upgrading to an x channel DOCSIS modem which can be purchased or rented from Cox Communications or purchased from any electronics retailerOtherwise, our customer may also consider reverting back to their previous level of Cox High Speed Internet should they wish to continue using their existing modemOnce 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 Executive Resolutions Cox Communications
Revdex.com Case # [redacted] We sincerely regret any inconvenience this individual has experienced with our companyWe have contacted this individual directly to address her concerns and provide a successful resolutionThank you for your time and consideration [redacted] *.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
Revdex.com Case# [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 regarding the promotional offer On August 11, 2016, a member of our Customer Experience Department made contact with our customer and confirmed their issues were resolved at the Cox Retail Location earlier that dayWe want to assure our customer that we respect their feedback and that the appropriate coaching will be provided for the representatives involvedAs 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 for your time and consideration Jesse WExecutive Resolutions Office of the General Manager Cox Communications, Southwest Region
This is a ongoing problem and when you call in you get the same lies and no help I got told to call Jenny directly but she is not always in her office so what good would that do the voice mail tells you they wil call you back the next busnnies day but the truth is its when they get around to it and if then
The reply from Cox is neither specific nor resolving to my complaintRather than express "the complaint is resolved" please provide what the resolution isSpecifically I took the time to stand in line and speak with your manager who both agreed and eliminated the charges based on his findings that the equipment was in fact returnedHowever we have yet to receive the credit of $we were promised when we experienced a cable television outage for several days
Revdex.com Case# [redacted] It is our goal to provide our customers with exemplary customer serviceWe sincerely regret any inconvenience that our customer has experienced with our company In most cases we will provide the option to self-install Cox services as long as Cox services have been active in the residence within the last monthsUnfortunately the customer’s address was not eligible so a Professional Installation, which is provided during the order process, was requiredRegarding the visit, we have forwarded our customer’s concerns and feedback to our Field Leadership for further review and to provide the appropriate coachingAs 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 any frustration that the customer has experiencedAs a one-time courtesy, we have provided an adjustment for the installation fee Thank you for your time and consideration [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
July 1, Revdex.com complaint # [redacted] — [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding her bill Due to the concerns that the client brought to your attention, the customer contacted our Customer Advocate GroupThe necessary adjustments have been made on 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
We would like to thank the customer for taking the time to voice her additional concerns regarding her Cox accountAs a customer service oriented company we always welcome the opportunity to come to a resolution with our customersIn reference to our customer’s concerns of requesting a downgrade or disconnection of service being refused by our Customer Care Center, we would like to stress that we take these type of concerns very seriouslyRegretfully, we must be transparent that we found no indication in the account notes that our customer made a formal request to downgrade or disconnect serviceWhile we understand our customer may have voiced dissatisfaction with their monthly rate in previous interactions with our company, this does not constitute a formal request to remove or downgrade services and thus no changes to the account were madeShould our customer wish to make changes to their account or level of service we encourage her to contact our Customer Care Center at her earliest convenience to discuss her optionsAdditionally, we understand our customer may feel that they are owed additional credits regarding services at a previous addressHowever, we do see that our customer spoke at length to our Customer Care Center on 3/2/regarding this subject and was advised numerous times that her account had been adequately compensated for previous issues experienced at her prior addressWhile we realize this may be frustrating, we must reiterate that our customer has been adequately compensated for any previous issues that occurred at her previous address and would not be due any additional account adjustmentsOnce 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
We would like to thank the customer for taking the time to file his concerns regarding his Internet services Please let me begin with an apology for any inconvenience he experienced We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we were able to make contact with our customer on 8/21/to address the issues at handDuring our conversation with our customer, we arranged to have one of our Field Service Supervisors visit his home on 8/22/to address the issues with his serviceOn 8/25/we were able to speak to our customer again and we were able to confirm that the visit to his home on 8/22/was able to resolve the issues with his servicesIt 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[redacted] Executive ResolutionsCox Communications
We would like to thank the customer for taking the time to file their concerns regarding a recent payment to their account Please let me begin with an apology for any inconvenience they experienced We certainly do not want to cause them any frustrationsUpon receipt of this complaint we did conduct a research of the account to gain a better understanding of our customer’s concernsReview of the account found that while our Account Services Department were researching our options to refund the duplicate payment, that our customer opted to dispute the payment with their bank which resulted in the funds being returned to the bank directlyWith this in mind, we are able to confirm that our customer has been refunded the amount of the second payment that was being disputedDue to the frustration our customer experienced, we have also applied a one-time adjustment of $to the accountWe are confident the issue at hand has now been addressedIt 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
We would like to thank the customer for taking the time to file his concerns regarding the notification process for changes in service rates Please let me begin with an apology for any inconvenience he experienced We certainly did not want to cause him any frustrationsCox Communications notifies customers of any changes in the retail for their services in the billing statements for each customerCustomers have the choice of having these statements mailed via [redacted] or a simple notification of the balance and due date emailed to themIn any case, the statements are made available on Cox.com going back monthsIn this case, notifications of a retail rate increase in Cox services are mailed out on the statement prior to the increaseWith regards the service issues experienced, Cox does complete routine maintenance on our infrastructureIn the instance of an outage however, the failing can be from several sources, not just a Cox failureIntentional or accidental damage to service delivery equipment and signal interference from ingress are a few of many ways that the services can fail which are outside Cox handsResponse time to our customers is imperative to our business, especially those that include an interruption of phone service Because telephony is a “life line” service, Cox responds to those outages instantly The efforts of our technician’s help ensure Cox stays within the FCC regulated 99.99% telephony up timeIt 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 623-594-Thank YouThomas Executive Resolutions Cox Communications
Revdex.com # [redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billingIt 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 experiencedJaimi / 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 frustration.We are sorry to hear that the customer is experiencing stress regarding the placement of the equipment in the public easement adjacent to his propertyDue to the concerns that the customer brought to the attention of your office, our Construction Leadership Team has contacted the client and will work directly with him to answer his questions regarding the situation at handOnce 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 customerExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region
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 have contacted our customer directly to address her concerns in detail and she has our contact information if she would like to discuss this 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 [redacted] **Executive Resolutions Office of the General Manager Cox Communications, Southwest Region
July 8, Revdex.com complaint # [redacted] — [redacted] *** We were sorry to hear of the confusion that the customer experienced regarding Internet pricing Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her our contact information for further questions on this matter The customer state in her complaint that she was not advised of the difference in price on the levels of data service We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $would not pertain to her situation The customer is currently receiving a discounted price of $per month for the Preferred Internet; as the regular monthly rate is $ This special priced campaign is valid through May 21, We hope this information has been helpful to your office, as well as the customer We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $discount over the course of the year As always, we appreciate the opportunity to assist a valued customer Thank you [redacted] / Cox Communications Executive Offices/ [redacted]