Dear Mr. [redacted],
As previously stated, your PLG agreement was attached to your February 2013 billing statement which has been purged from Cox's records. However, each consecutive statement did identify that you were taking advantage of a PLG rate. I have attached your August 2013 statement for your reference. Our data base stores 18-months of billing and August 2013 is the oldest statement we could retrieve.
You state in your complaint letter that Cox is offering faster speeds at a lower rate. Please note, these are promotional rates and customer will be billed the standard rate after the promotional period.
Again, we apologize for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Cox cable records all calls and my last call to reinstate my service can be pulled up as proof that I was offered the discounts and was promessided a bill of no more than 170 dollars per month. Please review the phone call in which I reinstated my service. I called in only hours before I was making the switch to direct TV to see if I can continue my business with cox cable and they offered to restore the discount untill the end of 2015. All this info is avaliable to cox if they review the phone call when I allowed them to reinstate my service.Please feel free to reach me at if you have any questions.Thanks
Regards,
[redacted]
###-###-####
Revdex.com:
Cox, be advised that your interdepartment communication is contradictory. THIS SHOULD NOT HAVE HAPPENED. Cox cannot advertise services than change the terms whatsoever.I accept the adjustment conditioned that MY ACCOUNT NEVER AGAIN BE TARGETED FOR EXPLOITATION; and that I can add additional channels AS YOUR CSR ORIGINALLY PROMISED.Otherwise, I reject the offer. Correction must be complete.The onus is on Cox. An advertised offer is BINDING.From now on, all OFFERS to me must be in writing with a person to contact. The delayed response caused me to wonder if Cox had been taken over by unscrupulous new owners. What is the possible explanation for this advertisement scam?Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I turn in ALL equipment to COX, if they did not not scan and properly put in back in to their system is not my responsibility to pay for it. I will not be paying for something that I turn in, very upsetting! Horrible business doing this, I will never recommend COX to anyone and I will make sure to tell them to hold all their proof of turning in their equipment because they will charge you for it.
Regards,
[redacted]
Dear Mr. [redacted],
I would like to apologize for the delay in responding to your rebuttal. We were waiting on confirmation from the warehouse in regards to the serial number. Although we weren't able to confirm that the equipment returned was Cox owned, as a good faith gesture we have agreed to credit the equipment charge on your account.
Please allow a complete billing cycle for this credit to post on your account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
December 30, 2014 Mr. [redacted] San Diego CA 92139 Dear [redacted] , Thank you for allowing us the opportunity to provide you with your communication services. We are in receipt of your complaint letter filed through the...
Revdex.com in regards to your internet service. Please accept this letter as formal notification of our technical findings during our recent visit to your home. You have contacted our technical support team on numerous occasions to report issues with your internet connection. You have advised us that your experience was the same with previous carriers. Cox has installed monitoring equipment at your home as well as conducted ongoing internal monitoring from our back office; we conducted environmental scans as well as interviewing neighbors in hopes of helping us identify any anomalies. in hopes of helping us identify any anomalies. Over the past several months there have been no anomalies or events that have been captured by or network monitoring diagnostics that would facilitate further repair efforts. At this time, network maintenance initiatives that were designed to increase bandwidth and reliability have been completed. During that process, our teams of technicians have worked diligently to identify and resolve any issues that may have contributed to a degradation of services we are providing. In addition, and as part of that process, we have certified the NODE that serves your residence, and we are confident that we have exhausted all efforts to ensuring that our network is meeting and exceeding all technical specification and requirements. It’s important to keep in mind that some digital anomalies are to be expected and considered normal. During one of our visits, our technicians did identify an issue with one of the electrical outlets in your home. You advised us that after the outlet was repaired, your technical issue became progressively worse. Unfortunately, this is not something that Cox would be able to repair. Mr. [redacted], we apologize that you continue to experience intermittent connections with your internet service. However, we are confident that our network has been certified and is providing services as designed. Please contact me directly in the event you have any additional questions and/or concerns you may have regarding your Cox service. Respectfully, [redacted] Field Supervisor ###-###-####
Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent upgrade to cable and internet.
In regards to the installation fees...
for your cable and internet, these fees were credited on November 26, 2014 (see attached statement under adjustments).
Unfortunately, due to the on demand movies that were ordered (3), Cox must respectfully deny your request to have the monthly charges for cable credited.
Mr. [redacted], Cox would like to apologize for your experience and would like to be given the opportunity to install these services to your satisfaction. If you would like to take advantage of this offer, please contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter outlining your recent experience in [redacted]sferring your Cox service. I would like to apologize on behalf of Cox for the multiple failures that occurred...
during this time. We understand the inconvenience and frustration caused and again we apologize.
I have shared your concerns with the organizations with in Cox that are responsible for ensuring that our customers are handled professionally as well as efficiently. As a result of your experience, I have issued 1-month service credit to your account. This credit will reflect on your next billing statement.
Again, please accept our apologies for any inconvenience we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox service.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
As stated in our response to your Revdex.com complaint (file [redacted]), the installation fees were credited to your account on November 26, 2014. You were provided with a copy of the billing statement that reflected this adjustment.
You state in your complaint letter...
that you returned the equipment on December 12, 2014. However, according to the USPS tracking number you provided us ([redacted]), the equipment was returned today, December 29, 2014. In addition, the serial number of the equipment returned was not legible therefore; we would need to verify whether or not it is the equipment that was assigned to your account.
On December 26, 2014, you contacted our corporate customer relations team disputing the balance on your account. At that time, you were advised of the returned payment made to us in the amount of $249.74. You were assessed a $25.00 return payment fee which was credited by our corporate office. In addition, you were given 1-month credit for cable.
Based on this information, Cox must respectfully deny your request for additional credits.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Thank you for this additional information. In reviewing the current and past promotional offers available to our customers, we do not have any promotions that would include the services you have outlined in your complaint at the rate of $63.00 per month. If you have a copy of the contract that you reference in your complaint, please fax it to my attention for further review.
My fax number is ###-###-#### (Attention [redacted]). Once the fax has been received, I will contact you directly with our plan to resolve.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
I would personally like to apologize if you feel that I have not done my best to retain you as a customer. Cox prides itself in customer service and my goal has been nothing more than to provide each and everyone one of our customers with the legendary service we have built our reputation on.
If you are experiencing technical issues, we recommend that you contact our technical support department for resolution.
I understand you are not satisfied with our customer service and as stated to you last week during our brief conversation, I have requested that my Manager, [redacted] contact you when she returns from vacation on January 5, 2015. I believe you have spoken with her in the past.
Again, I apologize for your experience and am hopeful that we are able to turn your experiences around.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter to the Revdex.com disputing the final balance on your account. I have reviewed your concerns and have determined the...
following:
Our records indicate that you contacted our customer service team on January 5, 2015 to downgrade your services. At that time, it should have been explained to you that if you modified the package you were on, your rate may increase. It appears that this was not explained to you. As a result, I have issued a credit to your account in the amount of $109.72. This adjustment leaves a final balance of $115.00 which is due immediately. Payment must be received no later than March 29, 2015 in order to prevent the balance from reflecting on your credit report.
Mr. [redacted], please accept our apologies for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to the contract applied to your account.
Our records show that on August 29,...
2014 you agreed to add services under our Price Lock Guarantee (PLG). Cox included the contract in your first billing statement (attached). Cox allows its customer's 30-days to dispute the contract details prior to locking them in.
Although you have exceeded the 30-days, Cox will agree to release you out of your contract if services are cancelled within the next 7-calendar days (December 2, 2014).
Please accept our apologies if the terms of this agreement were not thoroughly explained to you. I am available for any additional questions and or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the Regional Manager
Cox Communications, California
###-###-####
Thank you so much for understanding my frustration with this issue. I can assure you with no doubt I turn in all equipment to Cox on telegraph Canyon Road Chula Vista Ca. It was the fair thing to do, I will be contacting the collection agency to pay off the addition charges.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I don't believe the Cox rep is up to date regarding my subscription. Please note that my subscriptions was reinstated under the conditions that fallow:1. Discounts would drop my bill to less than 200 dollars a month, (I believe I was quoted at 1652. My discounts start from the previous month in which I was charged more than 300 dollars3. No other charges would be incurred including any activation or installation chargesAll of the above were offered by cox cable, However it has not been implemented as promised and they continue to charge me fees that I dd not agree to.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I would like to extend our heartfelt gratitude to Revdex.com for the immediate action in helping us get a favorable response from the business we are complaining about. This is the first time I have filed a complaint via Revdex.com and having experienced helplessness, frustration and anxiety going through several layers of front line customer service, it was such a big relief to us having received this positive response from the management of Cox. More power to Revdex.com and special mention to Mr. [redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hi [redacted]I have left you a voicemail repeating my account number and providing the service address as requested as well as my telephone number. I expect a return call within 24 hours as stated on your voicemail message.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My account is already being refunded and my bill corrected
Regards,
[redacted]
Dear Ms. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to a recent marketing flyer you received.
I would first like to apologize for the lack...
of follow up on our end and would like to assure you that this was immediately addressed upon reviewing your complaint letter. Cox prides itself in customer service and was disheartened to know of your experience.
Ms. [redacted], if you would please provide me with a copy of the marketing flyer that you received, I will be sure to have the qualifying discounts added to your account immediately. At your convenience, please fax to my attention: ###-###-####.
Please accept our apologies for any inconvenience this may have caused you. I look forward to hearing from you soon.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com with regards to your rate of service. I have reviewed your account and letter and have...
determined the following;
Our records show that on September 24, 2014, you established cable, interne and phone at the 12-month promotional rate of $85.54. When adding this promotion, our system recognized you as paying for expanded cable service. This is not correct. This service is included in your HOA with no direct payments from you to Cox. Based on this information, Cox is providing you a $65.00 discount on services we are not billing you for.
Cox is required to provide its customers at least 30-days notification of any rate changes that are not within contract. This is why you have received notification advising you of the change effective January 1, 2015. This change will increase your monthly rate by approximately $10.00 per month and extend through December 31, 2015 as opposed to expiring September 23, 2015.
Please accept our apologies for any inconvenience this may have caused you.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
Dear Mr. [redacted],
As previously stated, your PLG agreement was attached to your February 2013 billing statement which has been purged from Cox's records. However, each consecutive statement did identify that you were taking advantage of a PLG rate. I have attached your August 2013 statement for your reference. Our data base stores 18-months of billing and August 2013 is the oldest statement we could retrieve.
You state in your complaint letter that Cox is offering faster speeds at a lower rate. Please note, these are promotional rates and customer will be billed the standard rate after the promotional period.
Again, we apologize for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[Cox cable records all calls and my last call to reinstate my service can be pulled up as proof that I was offered the discounts and was promessided a bill of no more than 170 dollars per month. Please review the phone call in which I reinstated my service. I called in only hours before I was making the switch to direct TV to see if I can continue my business with cox cable and they offered to restore the discount untill the end of 2015. All this info is avaliable to cox if they review the phone call when I allowed them to reinstate my service.Please feel free to reach me at if you have any questions.Thanks
Regards,
[redacted]
###-###-####
Revdex.com:
Cox, be advised that your interdepartment communication is contradictory. THIS SHOULD NOT HAVE HAPPENED. Cox cannot advertise services than change the terms whatsoever.I accept the adjustment conditioned that MY ACCOUNT NEVER AGAIN BE TARGETED FOR EXPLOITATION; and that I can add additional channels AS YOUR CSR ORIGINALLY PROMISED.Otherwise, I reject the offer. Correction must be complete.The onus is on Cox. An advertised offer is BINDING.From now on, all OFFERS to me must be in writing with a person to contact. The delayed response caused me to wonder if Cox had been taken over by unscrupulous new owners. What is the possible explanation for this advertisement scam?Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
I turn in ALL equipment to COX, if they did not not scan and properly put in back in to their system is not my responsibility to pay for it. I will not be paying for something that I turn in, very upsetting! Horrible business doing this, I will never recommend COX to anyone and I will make sure to tell them to hold all their proof of turning in their equipment because they will charge you for it.
Regards,
[redacted]
Dear Mr. [redacted],
I would like to apologize for the delay in responding to your rebuttal. We were waiting on confirmation from the warehouse in regards to the serial number. Although we weren't able to confirm that the equipment returned was Cox owned, as a good faith gesture we have agreed to credit the equipment charge on your account.
Please allow a complete billing cycle for this credit to post on your account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
December 30, 2014 Mr. [redacted] San Diego CA 92139 Dear [redacted] , Thank you for allowing us the opportunity to provide you with your communication services. We are in receipt of your complaint letter filed through the...
Revdex.com in regards to your internet service. Please accept this letter as formal notification of our technical findings during our recent visit to your home. You have contacted our technical support team on numerous occasions to report issues with your internet connection. You have advised us that your experience was the same with previous carriers. Cox has installed monitoring equipment at your home as well as conducted ongoing internal monitoring from our back office; we conducted environmental scans as well as interviewing neighbors in hopes of helping us identify any anomalies. in hopes of helping us identify any anomalies. Over the past several months there have been no anomalies or events that have been captured by or network monitoring diagnostics that would facilitate further repair efforts. At this time, network maintenance initiatives that were designed to increase bandwidth and reliability have been completed. During that process, our teams of technicians have worked diligently to identify and resolve any issues that may have contributed to a degradation of services we are providing. In addition, and as part of that process, we have certified the NODE that serves your residence, and we are confident that we have exhausted all efforts to ensuring that our network is meeting and exceeding all technical specification and requirements. It’s important to keep in mind that some digital anomalies are to be expected and considered normal. During one of our visits, our technicians did identify an issue with one of the electrical outlets in your home. You advised us that after the outlet was repaired, your technical issue became progressively worse. Unfortunately, this is not something that Cox would be able to repair. Mr. [redacted], we apologize that you continue to experience intermittent connections with your internet service. However, we are confident that our network has been certified and is providing services as designed. Please contact me directly in the event you have any additional questions and/or concerns you may have regarding your Cox service. Respectfully, [redacted] Field Supervisor ###-###-####
Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent upgrade to cable and internet.
In regards to the installation fees...
for your cable and internet, these fees were credited on November 26, 2014 (see attached statement under adjustments).
Unfortunately, due to the on demand movies that were ordered (3), Cox must respectfully deny your request to have the monthly charges for cable credited.
Mr. [redacted], Cox would like to apologize for your experience and would like to be given the opportunity to install these services to your satisfaction. If you would like to take advantage of this offer, please contact me directly.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter outlining your recent experience in [redacted]sferring your Cox service. I would like to apologize on behalf of Cox for the multiple failures that occurred...
during this time. We understand the inconvenience and frustration caused and again we apologize.
I have shared your concerns with the organizations with in Cox that are responsible for ensuring that our customers are handled professionally as well as efficiently. As a result of your experience, I have issued 1-month service credit to your account. This credit will reflect on your next billing statement.
Again, please accept our apologies for any inconvenience we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox service.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
As stated in our response to your Revdex.com complaint (file [redacted]), the installation fees were credited to your account on November 26, 2014. You were provided with a copy of the billing statement that reflected this adjustment.
You state in your complaint letter...
that you returned the equipment on December 12, 2014. However, according to the USPS tracking number you provided us ([redacted]), the equipment was returned today, December 29, 2014. In addition, the serial number of the equipment returned was not legible therefore; we would need to verify whether or not it is the equipment that was assigned to your account.
On December 26, 2014, you contacted our corporate customer relations team disputing the balance on your account. At that time, you were advised of the returned payment made to us in the amount of $249.74. You were assessed a $25.00 return payment fee which was credited by our corporate office. In addition, you were given 1-month credit for cable.
Based on this information, Cox must respectfully deny your request for additional credits.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Thank you for this additional information. In reviewing the current and past promotional offers available to our customers, we do not have any promotions that would include the services you have outlined in your complaint at the rate of $63.00 per month. If you have a copy of the contract that you reference in your complaint, please fax it to my attention for further review.
My fax number is ###-###-#### (Attention [redacted]). Once the fax has been received, I will contact you directly with our plan to resolve.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
I would personally like to apologize if you feel that I have not done my best to retain you as a customer. Cox prides itself in customer service and my goal has been nothing more than to provide each and everyone one of our customers with the legendary service we have built our reputation on.
If you are experiencing technical issues, we recommend that you contact our technical support department for resolution.
I understand you are not satisfied with our customer service and as stated to you last week during our brief conversation, I have requested that my Manager, [redacted] contact you when she returns from vacation on January 5, 2015. I believe you have spoken with her in the past.
Again, I apologize for your experience and am hopeful that we are able to turn your experiences around.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter to the Revdex.com disputing the final balance on your account. I have reviewed your concerns and have determined the...
following:
Our records indicate that you contacted our customer service team on January 5, 2015 to downgrade your services. At that time, it should have been explained to you that if you modified the package you were on, your rate may increase. It appears that this was not explained to you. As a result, I have issued a credit to your account in the amount of $109.72. This adjustment leaves a final balance of $115.00 which is due immediately. Payment must be received no later than March 29, 2015 in order to prevent the balance from reflecting on your credit report.
Mr. [redacted], please accept our apologies for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Mr. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com in regards to the contract applied to your account.
Our records show that on August 29,...
2014 you agreed to add services under our Price Lock Guarantee (PLG). Cox included the contract in your first billing statement (attached). Cox allows its customer's 30-days to dispute the contract details prior to locking them in.
Although you have exceeded the 30-days, Cox will agree to release you out of your contract if services are cancelled within the next 7-calendar days (December 2, 2014).
Please accept our apologies if the terms of this agreement were not thoroughly explained to you. I am available for any additional questions and or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday.
Respectfully,
[redacted]
Office of the Regional Manager
Cox Communications, California
###-###-####
Thank you so much for understanding my frustration with this issue. I can assure you with no doubt I turn in all equipment to Cox on telegraph Canyon Road Chula Vista Ca. It was the fair thing to do, I will be contacting the collection agency to pay off the addition charges.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
[I don't believe the Cox rep is up to date regarding my subscription. Please note that my subscriptions was reinstated under the conditions that fallow:1. Discounts would drop my bill to less than 200 dollars a month, (I believe I was quoted at 1652. My discounts start from the previous month in which I was charged more than 300 dollars3. No other charges would be incurred including any activation or installation chargesAll of the above were offered by cox cable, However it has not been implemented as promised and they continue to charge me fees that I dd not agree to.]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.I would like to extend our heartfelt gratitude to Revdex.com for the immediate action in helping us get a favorable response from the business we are complaining about. This is the first time I have filed a complaint via Revdex.com and having experienced helplessness, frustration and anxiety going through several layers of front line customer service, it was such a big relief to us having received this positive response from the management of Cox. More power to Revdex.com and special mention to Mr. [redacted]
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Hi [redacted]I have left you a voicemail repeating my account number and providing the service address as requested as well as my telephone number. I expect a return call within 24 hours as stated on your voicemail message.
Regards,
[redacted]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My account is already being refunded and my bill corrected
Regards,
[redacted]
Dear Ms. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to a recent marketing flyer you received.
I would first like to apologize for the lack...
of follow up on our end and would like to assure you that this was immediately addressed upon reviewing your complaint letter. Cox prides itself in customer service and was disheartened to know of your experience.
Ms. [redacted], if you would please provide me with a copy of the marketing flyer that you received, I will be sure to have the qualifying discounts added to your account immediately. At your convenience, please fax to my attention: ###-###-####.
Please accept our apologies for any inconvenience this may have caused you. I look forward to hearing from you soon.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Dear Ms. [redacted],
Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com with regards to your rate of service. I have reviewed your account and letter and have...
determined the following;
Our records show that on September 24, 2014, you established cable, interne and phone at the 12-month promotional rate of $85.54. When adding this promotion, our system recognized you as paying for expanded cable service. This is not correct. This service is included in your HOA with no direct payments from you to Cox. Based on this information, Cox is providing you a $65.00 discount on services we are not billing you for.
Cox is required to provide its customers at least 30-days notification of any rate changes that are not within contract. This is why you have received notification advising you of the change effective January 1, 2015. This change will increase your monthly rate by approximately $10.00 per month and extend through December 31, 2015 as opposed to expiring September 23, 2015.
Please accept our apologies for any inconvenience this may have caused you.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California