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commus

New Contributor

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10 Messages

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Installation Home Damage

I reported damage to my carpet by the installer and now there is no response after several months.

What next?

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Becky

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Moderator

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4.3K Messages

Hi Commus,

I apologize that we haven't gotten in touch with you regarding the damage claim. So that I can locate the report and make sure the ball is rolling in the right direction, please email my team at Cox.Help@cox.com. Include a link to this post as well as your full name, address, and a phone number where you can be reached. I will make sure we resolve this for you!

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commus

New Contributor

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10 Messages

Well Becky,

I tried your instructions and it would appear that cooperation by Cox following your instructions is impossible. Below is a copy of all the back and forth emails including these people wanting me to disclose login information. 

Hello Jesse,
I can certainly understand not wanting to provide account specific information through electronic media. The account verification process is to protect you and your personal information. In this situation, I would suggest calling in to customer service so we can assist you. That number is 619-262-1122.
Thanks,
Allan
Cox Social Media Support Specialist


_________________________________________________________________
From: _______
Sent: Jun. 15, 2015 at 6:58 PM
Subject: Re: Fwd: Fwd: RE: Installation Home Damage

I do not provide pins and/or passwords. No service should ask for this except thru a secure login page.
This is inappropriate. The link below used my access password to post to your support message board.


On 6/15/2015 3:35 PM, cox.help@cox.com wrote:
Hello Jesse,
Thank you for providing the requested information in your earlier email. We do need you to verify either the cox pin or the last 4 of the social on the account in order for us to discuss the account with you. I apologize for this confusion. 
Thanks,
Allan
Cox Social Media Support Specialist

_________________________________________________________________
From: Jesse
Sent: Jun. 15, 2015 at 5:13 PM
Subject: Re: Fwd: Fwd: RE: Installation Home Damage

Read the *** email below. Stop this or we can settle these damages another way!!!!!!!!!!!!!

On 6/15/2015 3:08 AM, cox.help@cox.com wrote:
Hello Jesse, 
Thank you for contacting our Social Media Support Team. To ensure that we have the right account, please verify the following information:
  • Your name
  • The account holder's full name if different than yours
  • The street address where service was active (Please include city, state and unit number if applicable)
  • The Cox PIN or last 4 of the account holder's social
  • Phone number

 

We look forward to receiving the requested information so that we may continue to assist you. 

Tiffany R. 

Cox Social Media Support Specialist


_________________________________________________________________
From: Jesse
Sent: Jun. 15, 2015 at 4:40 AM
Subject: Fwd: Fwd: RE: Installation Home Damage

This response was sent over 2 weeks ago. Was the addy in error?


-------- Forwarded Message --------
Subject: Fwd: RE: Installation Home Damage
Date: Sun, 31 May 2015 14:56:02 -0700
From: Jesse >
To: Help@cox.com


Jesse
xxxxxxxxxxxxxxx (do not call from an untraceable number)
13460 xxxxxxxxxxxx BR #68
Lakeside, CA 92040

-------- Forwarded Message --------
Subject: RE: Installation Home Damage
Date: 31 May 2015 07:10:13 -0500
From: Internet Forum - Automated Email <cox-notification@coxforums.com>


Reply by Becky
Hi Commus,

I apologize that we haven't gotten in touch with you regarding the damage claim. So that I can locate the report and make sure the ball is rolling in the right direction, please email my team at Cox.Help@cox.com. Include a link to this post as well as your full name, address, and a phone number where you can be reached. I will make sure we resolve this for you!
Stop receiving emails on this subject.

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ColleenD

+2 more

Moderator

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1.8K Messages

Hi, commus. 

The Moderators of the Cox Forums also respond to customer emails sent to cox.help@cox.com as well as posts to our Facebook page and Twitter Help handle. In order to discuss the details of your account we are required to verify your identity, much the same as you would do when you call in for phone support. If you'd prefer we can use your security question via email for verification, or you can call in to speak to an agent over the phone at your convenience. 



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commus

New Contributor

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10 Messages

You know good and well that this is a garbage response. Now exactly how did I manage to log on to this forum? Hmmmm? Or is it a security failure. You also have my email address on your system. You have my home address and my name and phone number. You want my DOB I'll gladly give you that. Every bit of this is just fine for others who handle money which thhis has NOTHING to DO WITH>. You are just looking for an excuse to not fix what your lame installers destroyed and your lack of action to take care of it has destroyed it more.

I find it interesting that you do not address your care people refusing to follow instructions about calling. Just keep tryiung to side step the issues here.

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