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Revdex.com #11590416 We would like to thank the Revdex.com for bringing our customers additional concerns to our attention.  Please know that we have forwarded our customer’s experience and feedback to the DSR’s leader for further review.          We are sorry for the frustration this experience has caused our customer.  Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

September 5, 2017—Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer is experiencing on his account.  Due to the concerns that he brought to the attention of your office, we attempted to each him on two occasions, to no avail.  While we did not...

speak to the customer, we were able to leave messages and invited him to call us back. Review of the account indicates that the equipment in question is a Cox owned piece of equipment (EMTA) and we do not have records to support the return of the equipment.  Without the return or proof of return (receipt) we are unable to remove the EMTA charge from the account.  We hope the customer chooses to call us back and discuss the situation at hand. As always, we appreciate the opportunity the Revdex.com has given to us to assist a valued customer. Catherine/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file his concerns regarding his account billing.  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 reviewed our...

customer’s account to gain a better understanding of their concerns. During our research of the account we found that our Customer Care Center has waived the disputed Early Termination Fee as of 3/24/16. We 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 experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. George S. Executive Resolutions Cox Communications

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]

[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 Revdex.com for the opportunity to assist a valuable customer.  Please let me begin with an apology for any inconvenience our customer may have experienced. It is certainly not our intention to cause any frustration.  We have contacted the customer directly to address...

their concerns and have provided a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer.  Lawrence E.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 account billing.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint, we have reviewed our customer’s account to gain a better understanding of their concerns with their account billing and equipment charges. After review of the account, we do see that our customer was billed $122.00 for a Cox owned modem that we installed in December of 2016. Although all indications appear that this Cox owned equipment was not returned to us, as a one time courtesy we have marked this equipment as lost in our inventory which will cause the disputed equipment charges to be removed within 1-3 business days. We are confident the issue at hand has 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 experienced. Thank you. George Executive Resolutions Cox Communications

October 23, 2015Revdex.com complaint #[redacted]. –[redacted]
We were sorry to hear that our customer experienced confusion on her billing.  Due to the concerns that the subscriber brought to your office, we attempted to contact her on two different occasions, to no avail.While we did confirm on...

our message that her refund will be processed, the customer is aware that the billing incurred with us will still have to be paid.  The subscriber stated in her documentation to your office that our company signed her up for automatic payment and cable service without her knowledge or request.  We would like to point out that without  a request, as well as authorization with a PIN: or last four of SS number from the customer, we are not able to sign up any subscriber for service or Easy Pay.  Because the customer did not answer her phone or return our calls, we suggest that she call our Customer Service Department at her convenience for assistance on her account.  Any one of our trained and knowledgeable agents can help and explain the bill, balance owed, rate going forward, etc.   We can be reached at [redacted]  We hope this information has been helpful to your office.  Catherine/Cox Communications Executive Offices/ Arizona

Even with me paying the $150 termination fee, there is still a $140 difference that was taken from my account that you did not address. I had also already paid the bill for that month prior to changing my service.

We would like to thank the customer for taking the time to file their concerns regarding their account billing.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Upon receipt of this complaint we...

were able to make contact with our customer on 3/15/16 to address their concern. During this conversation we were able to confirm that they opted to reverse the payment in question directly with their bank which will return the funds back to them without the need for a refund check. We will now work with our Refunds Department to ensure the check we originally mailed for the $125.00 is canceled. We 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 experienced. Thank you. George Executive Resolutions Cox Communications

We would like to thank the customer for taking the time to file their concerns regarding their cable services and previous experience with our Customer Care Center.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customer...

any frustrations. Upon receipt of this complaint we were able to speak directly with our customer on 2/3/17 to address their concerns regarding their previous experiences with our company. Additionally, we were able to come to an agreement on the addition of a second receiver for our customer’s cable services at no additional cost for one year. We are confident the issue at hand has 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 experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George 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 internet service. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address the concerns that were brought to the attention of...

your office.  Our customer was on a lower level of internet than what they thought they subscribed to.  Our field technician put the customer in contact with the correct department so he could get scheduled for the correct level of service to be installed.  The service installation will be completed on July 25, 2016. Our customer requested credit for a returned payment fee and an installation charge.  As a courtesy to our longstanding customer we issued a credit for each of the charges.  The credits will be posted on his July 24, 2016 statement.    It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. [redacted] / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We appreciate our customer taking the time to voice their additional concerns regarding the Internet service for their Cox account. As a customer oriented business we always welcome the opportunity to assist our customers with their concerns.   Upon receipt of this complaint we were able to contact our customer directly on 8/11/17 to discuss their concerns. During this conversation we addressed our customer’s concerns with the data usage based billing, their data usage meter, our Web site, and overall concerns with their account. Although our customer expressed remaining frustrations with the recent changes regarding her data usage, our company had made a genuine effort to address each of their concerns outlined in this complaint and as a result we do consider this matter closed.   It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications

[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,
Abe G[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 experienced. It is certainly not our intention to cause any frustration.   We have reached out to our customer to...

address his concerns, however, our attempts to reach him have been unsuccessful.  Once we are able to speak with the customer and verify the account, we can address his concerns and provide a successful resolution.  We would also like to thank our customer for providing his feedback based on his experience with our company.  Please let me assure you that we have addressed your concerns directly and have provided the appropriate feedback.   Thank you for your time and consideration.   Lawrence E.Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

July 27, 2016 Revdex.com Complaint #11595035- [redacted] We would like to thank the customer for taking the time to file his concerns regarding an early termination fee.  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 contacted the customer directly to address his concerns. At this time we have resolved the customer’s concern to his satisfaction. It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You. Atari Executive Resolutions Cox Communications

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 service. We have attempted to contact our customer directly at the e-mail address and telephone number...

provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration.Executive 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 experienced. It is certainly not our intention to cause any frustration. Upon receipt of this review we made contact with our customer to...

address their concerns. A conference call took place as per the email from the customer – Mr. [redacted], he was unable to attend but had his IT-person attend in his place.  Our technical engineer discussed the Cox MTA and Mr. [redacted] IT person discussed his Toshiba device. They were able to reach an understanding concerning each equipment and the customer's IT person has a new avenue to check as how the access occurred. Our Corp fraud team explained to the customer's IT person the actions Cox took when fraud was initially flagged on the account. As a recommendation, Cox advised him to have Mr. [redacted] contact Cox to request a permanent block for international calls be added to his account if it is not needed and/or request validated account codes be added to the account. These two suggestions will add a layer of security for the customer. Cox has applied a bulk credit to the account on 9/7/17 in the amount charged for the calls.

It has been verified today that the issue I was promised by Cox many times to be fixed, never was. In fact, the engineer that came out today verified speeds were still inconsistent and nodes still had issues. I didn’t bother asking if the main cable down the street was replaced, I assumed not. So since February I have spent countless hours with dozens of cox techs and mangers, taken a great deal of time off work along with at least of $1000 spent on modems and routers only to find out that the issues was never fixed with Cox. Since I have been paying cox for years for speeds I have never gotten, I am more than a little angry, in fact beyond furious and considering attorney general intervention along with FCC. Additionally, I am also considering notifying my neighbors and friends in the media. This due to the fact I am getting 0.5mbps speeds to 40mbps as of today, this is unacceptable at a promised 150mbps or more @$119 a month? Really? Therefore I am insisting that Cox fix this issue once and for all, I also want years of credit. I can’t began to tell you how angry I am, I want the fix and credit in writing along with proof the issue was fixed. I will hold off on proceeding further giving cox one more try after, in my opinion, evading and lying that the issues was fixed. Otherwise, I will proceed with AG, FCC and my dear friend and x-neighbor [redacted] who lived across the street and also experienced the same issues. I think she would like to have the story since she personally experienced it, (you can check public records). Finally, [redacted] who also lived next door would also like the information since he fought with cox for years on this issue. I personally feel cox has decided the home owners on rawhide ave for a long time now and have made promises and never followed through with anything fix or credits. I was to receive a min year credit, never got that along with the speed fix. [redacted]

We would like to thank the customer for taking the time to file his concerns regarding his account billing. 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 locate and...

listen to the original sales call our customer had with our Inbound Sales Department on 10/13/15. During this call, we were able to confirm that our customer was quoted a monthly rate of $54.99 for 12 months. Once we were able to verify this information, we made contact with our customer on 10/27/15 and advised him that we would be applying a one-time adjustment of $60.00 to his account to honor the 12 month pricing he was quoted. We 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 experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at 623-594-1000. 
Thank You.
[redacted]Executive ResolutionsCox Communications