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We appreciate our customer taking the time to voice her concerns regarding her Cox account. As a customer service oriented company we understand how important the concerns of our customers are and we appreciate the opportunity to address these issues. We have been working with Ms. [redacted]...

regarding this claim, and these concerns have been investigated thoroughly by both our Legal Department and our Damage Claims Department. While we understand our customer’s frustration, we have communicated to Ms. [redacted] that based on this extensive research, Cox does not accept liability for the alleged damages.We mailed her letters regarding our findings on 4/10/15, 6/26/15, and 7/14/15. If our customer has any further information that will support this damage claim, it should be submitted to Cox at the address below:Cox Communications[redacted] Respectfully,Executive EscalationsCox Communication

Attached is corresponding email with Tracie D. from Cox Communications. She had called Friday 2/9/18 during business hours (9-5) in which I informed her to call before 9:00 A.M. or after 5:00 P.M. or to correspond via email.I have also attached bills that have been cleared today 2/15/18 with two separate charges and amounts on same billing cycle.I was informed by Revdex.com to contact if company tried to reach out to me directly. which I did this morning 2/15/18.

We were sorry to hear of the confusion that the customer experienced regarding the breakdown of their billing and billing cycle. It is never our intention to cause frustration to any of our clients. We were able to reach Ms. [redacted] and discuss her concerns in depth regarding her balance and...

her billing cycle dates. This cleared up any confusion she had. The customer is happy.. Once again, we would like to apologize for the frustration that the customer has experienced. For future questions or concerns, she can always contact our Customer Care Center at 623-594-1000. Thank You. TiaExecutive Resolutions/ Cox Communications

We would like to thank the customer for tak[redacted] the time to file their concerns regard[redacted] their television services.  Please let me begin with an apology for any inconvenience they experienced.  We certainly do not want to cause our customers any frustrations. Regard[redacted] the customer’s...

concerns with their television services, we were able to speak with our customer directly on 10/4/16 to address her concerns. Dur[redacted] this conversation, we arranged to have a Cox technician return to her home on 10/5/16 to investigate the concerns. Although Mrs. K[redacted] is no longer a Cox subscriber as of June of this year, our service technician reconnected her in-home outlets to her roof antenna to restore her over the air television signal. 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

April 1, 2016—Revdex.com complaint# [redacted]—Lisa R[redacted] Due to the concerns that the customer brought to the attention of your office, we contacted both our Corporate Office and our Damage Claims Department for information.  We spoke to our Customer Care Managers as well as the Damage Claim Team...

Leadership, and reviewed all documentation of the situation that occurred.   Our records confirm that after a thorough investigation by our office on the damage claim, we could not find fault with our installer on the concerns that the customer brought to the attention of your office.  We hope this information has been helpful to your office.  Thank you for the opportunity to address these concerns. Catherine/ Cox Communications Executive Offices/ Arizona

We’d like to thank our customer for reaching back out in regards to their prior concerns having not been fully addressed. We apologize that they were not taken care of at the time of our previous response. Upon receipt of the rebuttal, we reached back out to our customer. Our field had not yet followed up to complete the required work at the customer’s home. We apologized for the inconvenience and reached out to our field to get the work resolved. As of 1/21/17, the services have been corrected and are all up and running. I reached out to the customer today (1/23/17) to verify everything had been taken care of. The customer was thankful that everything had been addressed and had no further questions or concerns. We’d like to again thank our customer for reaching out to let us know that there was work remaining to be completed. As a customer service oriented company, we know that our success largely depends on our customer’s perception of our company. Once again, we would like to apologize for the frustration he has experienced. If he has any additional questions or concerns, our Customer Care Center can be reached at ###-###-####.

We were sorry that we weren’t able to give the answers that the customer hoped for regarding her pricing and billing. Although we spoke to the customer in detail, she is not pleased with our attempt to assist her, and will pursue her concerns via other channels. As always, we appreciate the opportunity that the Revdex.com presents to us. [redacted]/Cox Communications Executive Offices/ Arizona

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 their concerns, however, our attempts to reach them have been unsuccessful.  Once we are able to speak with the customer and verify the account, we can address their concerns and provide a successful resolution.   Thank you for your time and consideration.   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 Cox HomeLife service.  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, our Executive Escalations Department has reviewed the account to gain a better understanding of our customer’s concerns. Review of our customer’s account has found that they have spoken directly with a supervisor from our Customer Advocacy Department on 8/2/17 to address these concerns at length. During this call, our customer was advised that since they had already opted to terminate their Cox HomeLife services on 7/3/17, that we were unable to troubleshoot or address the technical issues they mentioned they were having. Also, although our customer mentioned ongoing service issues, review of the account indicates we had not visited the home for an issue with the Cox HomeLife service since February of 2017.   Additionally, our customer has been advised that the Early Termination Fee was disclosed prior to their decision to disconnect the service and that they opted to proceed with this termination anyways. Regretfully, since our customer was advised of the applicable fees and still requested to terminate the services with these fees in mind, we must reiterate that the Early Termination Fee they were billed of $466.48 is valid and cannot be waived.   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

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office, we thoroughly reviewed our customer’s account. ...

Our client is citing in his complaint that he was charged late fees for the last three months.  Upon conclusion of our investigation, we were able to verify that our customer was charged two late fees on his active account.  Because our customer did not make a payment by the due date for his June 2016 statement, a late fee was assessed on the account.  When our customer’s next statement generated he only paid a partial amount that was owed on the account, which resulted in another late fee.  His current bill printed with an amount owed for $86.12 and as of 8/23/16 our customer has paid $40.13 toward the balance currently due.  Please know that the disputed late fees are valid.  However, as a courtesy to our longstanding customer we have credited one of his $8.00 late fees.  After issuing this credit his remaining balance due is $37.99.  To prevent any further late fees our client will need to pay the remaining balance of $37.99 by his due date of 8/26/16.  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

Revdex.com #[redacted]
We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and provide 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. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Thank you for the prompt response. I will update the complaint as soon as I get a confirmation from the Credit and Collections Team, as well as the credit reporting agency.

January 14, 2015—Revdex.com rebuttal # [redacted]
We are sorry that the customer does not accept the
information that we provided in our first response to the Revdex.com. 
We currently do not have any new information to share with
the client.  Once we have confirmation
from our Accounting and Collections Department that her request has been
addressed, we will contact the subscriber directly.
We appreciate your patience as we wait to hear the update on
the account.  Thank you.
Catherine/ Cox Communications Executive Offices/ Arizona

November 10, 2015Revdex.com complaint# [redacted]We were sorry to hear of the confusion that the customer experienced with their billing and service.Due to the concerns that the customer brought to the attention of your office, we attempted to contact the customer by phone on two...

occasions.  Because we were not able to speak with the customer, we sent an email to the client and provided the details of the investigation in our message.  The customer has our contact information should they decide to get in touch with us.As always, we appreciate the opportunity that the Revdex.com has given to us. [redacted]/Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to voice her additional concerns regarding her Cox account. As a customer service oriented company we always welcome the opportunity to come to a resolution with our customers. In 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 seriously. Regretfully, we must be transparent that we found no indication in the account notes that our customer made a formal request to downgrade or disconnect service. While 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 made. Should 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 options. Additionally, we understand our customer may feel that they are owed additional credits regarding services at a previous address. However, we do see that our customer spoke at length to our Customer Care Center on 3/2/16 regarding this subject and was advised numerous times that her account had been adequately compensated for previous issues experienced at her prior address. While 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 adjustments. 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 Case # [redacted] We would like to thank the Revdex.com for bringing our customer’s additional comments to our attention.  We have advised our Damage Claims adjuster of the additional concerns our client has. As stated in our previous response, our customer will need to work directly with our Damage Claims adjuster for any compensation she is requesting. Our office was able to confirm that our Damage Claims adjuster did verify the cost our customer paid for the thermostats.  They have contacted her directly through email and are awaiting her response so reimbursement can be made.  Once again, we would like to apologize for the frustration that our customer has experienced.  Thank you for your time and consideration in closing this complaint.  Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We would like to thank the customer for taking the time to file his concerns regarding the disputed charges on his account.  Please let me begin with an apology for any inconvenience he experienced.  We certainly did not want to cause him any frustrations. Upon receipt of this complaint,...

we attempted to reach out and speak with the customer on the phone number he provided without success. In addition, we have investigated the account and found the charges to be correct. 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 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 866-867-7644. Thank You. Thomas Executive Resolutions Cox Communications

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. [redacted] Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

We had notified our IT departments involved with the Cox Online Backup and Online Profile services that the issue had not been fully resolved. Our IT department identified the issue and were able to update the customer's online profile to display the correct information. We further reviewed the customer's account and identified that the contact number associated with their account was similar but not identical to the contact number provided on the complaint. Unfortunately the number did not have any personalized greeting to indicate it was incorrect when we initially attempted to reach the customer.  However, we were able to successfully make contact with our customer on July 15th regarding their complaint. We confirmed that the issue has been fully resolved and also re-assured our customer that no account specific information was provided in the voice mail messages we had left in our previous attempts to make contact. Sincerely,[redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Revdex.com Case #[redacted] We would like to thank the customer for taking the time to file their concerns regarding their service issues. It is certainly not our intention to cause any frustration. We attempted to contact our customer on 9/27/16 and 9/30/16 to no avail.  Because our customer’s...

concerns were service related, we apprised our Field Team Leaders of his concerns and they have reached directly out to our customer as well.  Once contact is made with our customer we will be happy to assist him in getting resolution to his service concerns.  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