Ms. [redacted],
I apologize for the frustration and inconvenience we have caused you. As agreed, we will honor the rate that you were quoted. We currently have an order online to have the upgrade completed today. Once completed, we will also correct the billing.
I believe we may have spoken after you submitted the request to reopen your complaint with the Revdex.com.
Please contact me directly with any future questions and/or concerns.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Mr. [redacted],
Our records show that your currently rate is $78.17 (including taxes and fees). As mentioned in our previous response, the billing was corrected on 10/18/2014. You may contact me or customer service directly to confirm.
Respectfully,
[redacted]
Executive Offices of Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for this additional information. Please let me clarify.
· 10/16/2014 the secondary account was established
o This is the account that your new modem was provisioned on
· 10/29/2014 you contacted Cox disputing this account and the self-installation fee
o The account was closed
o This de-provisioned your modem
· 10/30/2014 you contacted our technical support to report that your services were not working
o Technical support reconnected the secondary account as this is the account that had the modem assigned
§ This was not done maliciously only to get your services back up and going
· 11/21/2014 you contacted our billing department to again dispute the secondary account
o Cox confirmed the error
o Referred the account to the appropriate department for disconnect
o Also sent feedback to the Manager of the representative that created the error/duplicate account
· 11/24/2014 The secondary account was disconnected and all charges were credited to the account
· 12/1/2014 Cox received your survey and attempted to reach you.
o A voicemail message was left at 9:08am PST
· 12/2/2014 Cox survey representative Tanya contacted you and addressed your additional concerns in regards to the account error
o Tanya ensured that the account was placed in a status (non-serviceable) so that no one can reconnect the account.
Mr. [redacted], Cox acknowledges the initial error that was created on 10/16/2014. Again, this has been addressed with the appropriate organizations within Cox to ensure that we take every measure to prevent this from happening again. There was no collection activity on your account nor did we report anything to any of the credit bureaus.
We thank you for your persistence and assure you that this is not a systematic error. The reconnect of the account was solely to get your services back up. It appears that the representative you spoke with did not thoroughly review the account history. Again, we apologize.
I am available for any additional feedback 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.
[redacted],
I was able to download four statements that I have attached for you to view. In order from 1 – 4 I have arranged these statements to reflect my account with Cox Communications from the starting rate of $76.41 (July 2013) next statement shows an increase to $97.66 in April 2014 which I was told by Cox Communications that if I remain with Cox my rate would be $78.18 until April 2015. Next statement shows this rate agreed by both parties at $78.18 still in effect. Last and most current statement shows an increase of $104.11 which brings this to the current action by Cox Communications to not abide by their agreement until April 2015.
Dear Ms. [redacted],
Cox Communications is in receipt of your complaint letter filed with the Revdex.com in regards to the balance on your former Cox account. I have conducted a review of the disputed charges and have determined the following:
Our records show that on April 6,...
2012, your Cox account was disconnected for non-payment. The balance on the account at the time of disconnection was $362.71.
On April 26, 2012, equipment charges in the amount of $185.50 were billed to your account.
On April 27, 2012, one of the two outstanding pieces of equipment were returned to Cox. As a result, a credit of $92.50 was posted to your account. However, the charge of $93.00 for the second box remained on your account.
As a result, you have an outstanding balance of $455.71. Of this amount, $362.71 are for telephone service. Please note, prior to your account being referred to an outside collection agency, Cox mailed your closing as well as your final statement to the service address.
Based on this information, we must respectfully deny your request to have the equipment charges removed from your account.
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]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Ms. [redacted],
I apologize for the frustration and inconvenience we have caused you. As agreed, we will honor the rate that you were quoted. We currently have an order online to have the upgrade completed today. Once completed, we will also correct the billing.
I believe we may have spoken after you submitted the request to reopen your complaint with the Revdex.com.
Please contact me directly with any future questions and/or concerns.
Respectfully,
[redacted]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####
Mr. [redacted],
Our records show that your currently rate is $78.17 (including taxes and fees). As mentioned in our previous response, the billing was corrected on 10/18/2014. You may contact me or customer service directly to confirm.
Respectfully,
[redacted]
Executive Offices of Cox Communications, California
###-###-####
Dear Mr. [redacted],
Thank you for this additional information. Please let me clarify.
· 10/16/2014 the secondary account was established
o This is the account that your new modem was provisioned on
· 10/29/2014 you contacted Cox disputing this account and the self-installation fee
o The account was closed
o This de-provisioned your modem
· 10/30/2014 you contacted our technical support to report that your services were not working
o Technical support reconnected the secondary account as this is the account that had the modem assigned
§ This was not done maliciously only to get your services back up and going
· 11/21/2014 you contacted our billing department to again dispute the secondary account
o Cox confirmed the error
o Referred the account to the appropriate department for disconnect
o Also sent feedback to the Manager of the representative that created the error/duplicate account
· 11/24/2014 The secondary account was disconnected and all charges were credited to the account
· 12/1/2014 Cox received your survey and attempted to reach you.
o A voicemail message was left at 9:08am PST
· 12/2/2014 Cox survey representative Tanya contacted you and addressed your additional concerns in regards to the account error
o Tanya ensured that the account was placed in a status (non-serviceable) so that no one can reconnect the account.
Mr. [redacted], Cox acknowledges the initial error that was created on 10/16/2014. Again, this has been addressed with the appropriate organizations within Cox to ensure that we take every measure to prevent this from happening again. There was no collection activity on your account nor did we report anything to any of the credit bureaus.
We thank you for your persistence and assure you that this is not a systematic error. The reconnect of the account was solely to get your services back up. It appears that the representative you spoke with did not thoroughly review the account history. Again, we apologize.
I am available for any additional feedback 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.
[redacted],
I was able to download four statements that I have attached for you to view. In order from 1 – 4 I have arranged these statements to reflect my account with Cox Communications from the starting rate of $76.41 (July 2013) next statement shows an increase to $97.66 in April 2014 which I was told by Cox Communications that if I remain with Cox my rate would be $78.18 until April 2015. Next statement shows this rate agreed by both parties at $78.18 still in effect. Last and most current statement shows an increase of $104.11 which brings this to the current action by Cox Communications to not abide by their agreement until April 2015.
Best regards,
[redacted]
Dear Ms. [redacted],
Cox Communications is in receipt of your complaint letter filed with the Revdex.com in regards to the balance on your former Cox account. I have conducted a review of the disputed charges and have determined the following:
Our records show that on April 6,...
2012, your Cox account was disconnected for non-payment. The balance on the account at the time of disconnection was $362.71.
On April 26, 2012, equipment charges in the amount of $185.50 were billed to your account.
On April 27, 2012, one of the two outstanding pieces of equipment were returned to Cox. As a result, a credit of $92.50 was posted to your account. However, the charge of $93.00 for the second box remained on your account.
As a result, you have an outstanding balance of $455.71. Of this amount, $362.71 are for telephone service. Please note, prior to your account being referred to an outside collection agency, Cox mailed your closing as well as your final statement to the service address.
Based on this information, we must respectfully deny your request to have the equipment charges removed from your account.
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]
Executive Office of the Regional Manager
Cox Communications, California
###-###-####