Cox Communications, Inc.

June 3, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer experienced when he attempted to reach our Customer Service Department. Due to the request that he brought to the attention of your office, we...

contacted the customer directly to assist him.  We spoke with the subscriber and addressed his request today. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive Offices/ [redacted]

Revdex.com Case # [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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region

So disappointed in this company. I have been running around in circles with them for a month now. 20 plus phone calls and likely 40 hours of hold times and phone calls with no resolution. I was PROMISED last week by a supervisor that he was personally going to handle my issue to resolution and follow up with me Sat. it is now Monday morning. Guess what! I am on hold with level 1 customer service to try and find someone to talk to that can do SOMETHING!!!! Worst of all, I am the one who has to do all of this for not, due to the error of YOUR sales people's misunderstanding of your promotions. WAY TO TREAT A NEW CUSTOMER. It is to the point where I am actually having NIGHTMARES about this ordeal. NO JOKE. #DISGUSTED

[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.]

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,

Review: We have multiple static IP addresses. Only one address functions correctly. Service technician onsite found problem; tech support would not help him

We have multiple static IP addresses in an enterprise class internet service to our business. Only one IP address functions correctly. We have spent days on the phone with Cox getting one run-around after another; transfer here and there, promises of return calls - never receiving them.

A Cox Service Technician that was onsite was able to duplicate problem; but when he tried to explain the issues to his tech support, there was obvious frustration on his part and Cox would would not help him either.

We are paying for multiple IP addresses and unable to utilize them as needed.

The addresses are [redacted] > [redacted].Desired Settlement: Fix the problem!

Business

Response:

Revdex.com Case #[redacted]

Review: I have had nothing but issues with this company since moving to AZ. The most current is in my new home. Twice I have lost service. Once I lost a job as a result. The other time just $100 in pay. Recently I upgraded to the one level above in internet service. I have typed this complaint so much and spent way too much valuable time that I am sick to death of it. Here is a copy of the email sent to the corporate office. I moved into my new home in May of 2013. I suffered a Home Invasion in the Rental I was in and as a result I lost all of my computers and had to shut my business down. The loss of equipment and the emotional trauma were too much at the time. I have since re-opened my business, 6 months ago. However prior to that I was working from home and needed the internet in order to do this. I lost two jobs thanks to Cox. The first was when I had it installed back in May 2013. I told the technician that I worked from home and that my internet was essential to keep the job. None the less he came out on a service call when I was having problems and shut my service off in the middle of my work day. I was working for [redacted]. I lost the job because between the move down time and that shut down it was the last straw that they allowed. I then went to work for [redacted]. I had outages and slowdowns that caused me to quit the job during the 3 month training period.

I have had technicians out twice since then. While working for [redacted] I again experienced a problem during training and had to call in and I was given 24 hours to fix the problem. I lost $100 in pay for that day. I then finally quit and opened my business back up.

On October 6th, 2014, I signed up for the fast internet speed at $5.00 a month for the first 6 months. I kept checking my internet speed and it still was not up to par. Finally I called again and after 3 calls and over an hour of my time I was told that my connection isn't set up correctly and I am not getting the speed I am suppose to. I have had nothing but issues since moving here and finally after 17 months I am lucky enough that someone tells me the truth!

However, it can't be fixed over the phone or without me letting someone come in and interrupt my extremely busy and time critical new business. Additionally, if I want a service credit I will have to call in separately in that regard. Well, now my bill is due and no one has been out to fix the problem. Personally I should have a credit for the last 17 months. That won't pay for my time and trouble or the problems it has caused with my tv not getting internet and features that I should have if my service was hooked up correctly, but it would do something to help.

I need someone to come out here after 4:30 and fix this problem once and for all. I also would like a substantial service discount for a number of months and the $5 for 6 months for upgrading my internet speed to start from the beginning.

Since this someone came out and he basically did nothing to help. Then I logged into my account and I now see that they also billed me $60.00 for this "service call" where no service was supplied. He did not look at my settings, check to make sure that they had the correct ones in their system. The problem that I was told from a person while online troubleshooting was not even documented so no one could fix what supposedly they had figured out was wrong. It was obvious that when the tech came out he didn't want to be there. He didn't even have his own equipment.Desired Settlement: I want two months free service and a credit of the $60.00 that they charged to come out. I was never told there would be a charge and they did nothing. This will allow me to get a professional out and see if the problem is on my end in any way. I don't believe it is though because the only time it works right is when they reset it or go and check things on their site. None the less the issue has gone on for over a year now and the hap hazard concern and lack of ability to test correctly, provide proper contact notes for follow up, general lack of concern over my time and wasting it is ridiculous. I also would like the $5 a month for the higher level of internet at the Premier rate to start over after the problem is fixed and continue on for the original 6 months that it was offered.

I had service with [redacted] in WA state for over 29 years and never had any problems like this. It's a shame that a company this big is allowed to offer such poor service and get a way with it.

Business

Response:

We are sorry to hear that one of our customers is experiencing difficulty with her Internet service. Our records indicate that we previously addressed the customer’s speed issues in October, as the client called our Corporate Office regarding her data speed. Due to her call to our office, we asked our Field Management Team to contact the customer and meet with her to address the service concerns. On November 4 of this year, our technician Mauricio met with the customer and was able to confirm that our service was operating as it should, and determined the problem was due to the customer’s router. While the customer was not happy that Mauricio proved that the router was the problem, we can confirm that when the line was connected directly to the computer, the speed test verified that that service was not substandard. After reconnecting the router, the speed once again dropped to an unacceptable level. While our Field Leadership determined that the service call fee was a valid charge, we have removed it from the customer’s bill, as a courtesy. As our technician advised, we highly advise that the customer purchase a 1 Gigabit router to accommodate the speed that she is receiving from our company. We have no support to apply service credits to her account. We hope this information has been helpful to the Revdex.com. Thank you for the opportunity to address the concerns that the customer brought to your attention. [redacted]/Office of the General Manager/Cox Communications

Review: I would like to formally file a complaint and am requesting a director or someone above a manager to call me back. I have been hung up on multiple times. I have had a manager or supervisor in New York raise his voice at me and hang up on me. I have been told several times that someone would call me back, but got no callback. I am requesting to have some recorded calls to be pulled. I have been told twice that a service technician would come out within a certain time and have been failed. The first service technician came extremely late and the second service technician never showed up. I am extremely upset, frustrated, and unhappy with Cox Communications.Desired Settlement: I am requesting to have some recorded calls to be pulled. I am also requesting a credit to my account for having no cable for a whole day and wasting 6 hours on the phone trying to get Cox Communications to correct their errors only to find rude and unprofessional service.

Business

Response:

We would like to thank the consumer for taking the time to file his concerns about his customer service experience with Cox. Please let me begin with an apology for challenges that he has had while trying to resolve his concerns. We take great pride on building a dependable and outstanding relationship with our customers and we train our employees to uphold this position while working to resolve problems. I hope this incident will not weaken that valued relationship that we would like to provide, and most importantly, what he should expect from our company.As requested, I contacted the customer by telephone; however, we have been unable to speak at length regarding his concerns. In an effort to respond to the complaint, I have addressed the items he outlined here in writing.Research of the account tells us that he spoke with two different supervisors on two different occasions when he requested to escalate his concerns; [redacted] on 12/1 and Cody on 12/7. In addition, his account had been credited for the installation charge on 11/30. In his most recent request to the Revdex.com, he has requested credit for one day of cable when his service was not working. I have applied that credit today and the credit will be reflected on his next monthly statement, scheduled to print on January 27, 2014.A complete review of the work orders on his account indicate that he was scheduled for a Self-Connect installation on 11/30/13. A Self-Connect installation schedules a technician to come to the home during any time of the day. The technician connects the services outside at the pedestal, leaves a notice on the customer’s door when it is completed, and then all of the inside work is completed by the customer. This type of work order is never scheduled for a specific timeframe. We do not have any other work orders scheduled for the consumer. During the call with our supervisor on 12/1, [redacted] provided the consumer with a credit due to the confusion concerning the arrival time and the type of installation he had. We regret that the customer experienced the problems he outlined. He has been our loyal customer for over five years and we appreciate his patronage. For future assistance with any other issues that may arise, you may call our Customer Care Center at ###-###-####. Our Technical Support Agents are available 24 hours a day, seven days a week. Thank you.[redacted]Executive Resolutions SpecialistOffice of the General Manager

Review: Switched service location due to move on 9/11/15. Subsequent bills with new "bundle" rate were NEVER correct nor what we were quoted. Numerous calls were placed and finally November bill reflected correct amount: $188.76.

December's bill arrived 12/11/15, invoicing $403.37. Immediately called COX whereby CSR/Max acknowledged their error (somehow bundle discount was removed) and indicated it would be fixed. Due to account having Auto Pay, we INSISTED this be rectified asap and under NO CIRCUMSTANCE did COX have authorization to INCORRECTLY debit our account the wrong amount.

Contacted COX again 12/19/15 when we had not yet received corrected invoice. Supervisor/David advised he would personally see to it that this was corrected and assured us our account would be NOT be INCORRECTLY debited.

12/28/15 Discovered that our account had indeed been debited INCORRECTLY $403.37, more than $214.67 than COX has authorization to collect. Notified Supervisor/Rebecca and was told that WE would have to provide proof to their accounting department the funds had been withdrawn despite their on-line site confirming payment. Was advised a screen snap-shot from our banking website emailed would be adequate. Completed request and waited.

12/31/15 Received email that WE would have to provide a bank statement showing running balance before and after transaction. Contacted Supervisor/Pevlon and he confirmed per COX's own system that the funds had cleared. Advised us to re-send email. COX COMMUNICATION RECEIVABLES MANAGEMENT responded still requesting our bank statement. Due to years end, our hard copy statement will not be available for likely a week. Meanwhile COX has $214.67 overpayment due to their billing error as discovered on 12/11/15 and acknowledged by 4 of their employees yet we are STILL being burdened with having to prove THEY unlawfully took more money from our account then contractually agreed.Desired Settlement: REFUND of AMOUNT OVERCHARGED

$403.37 (Error) - $188.76 (correct monthly rate) = $214.67 REFUND OWED

Business

Response:

Revdex.com complaint [redacted]

We were sorry to hear of the difficulty that the customer experienced

with our Accounting Department and their bill.

Due to the concerns that the customer brought to the attention of your

office, we contacted the client directly to assist. We have been in close contact with the

subscribers and we ensured that the appropriate refund was processed.

As always, thank you for the opportunity to assist a valued

client!

Catherine/ Cox Communications Executive Offices/ Arizona

Review: They are unwilling to allow me to make payments on a delinquent account that belongs to my husband. They want me to pay the full amount. I am unable to do that and the fees continue to add up. I'm being told if I do not pay the full amount, they will disconnect my service.Desired Settlement: I would like a billing statement. I would like for them to allow me to make payments on the delinquent account and complete the payoff within 5 payments. I would like for them to split the accounts as well.

Business

Response:

Revdex.com No. [redacted] – Leticia

Jaure

December 11, 2013

We would like to thank the

consumer for taking the time to file her concerns regarding the write off

balance that was transferred over to her Cox account. Please let me begin with an apology for any

difficulty that she has had while trying to resolve this billing issue. I hope that this will not weaken that valued

relationship that we would like to provide, and most importantly, what she should

expect from our company.

Research of the account tells

us that the consumer called in on October 29, 2013 and worked with our Customer

Care Representative, [redacted], regarding the delinquent balance. [redacted] filed a ticket to request that our

Collections Department separate the two account balances. On October 29, his request was granted and the

accounts were separated. The write off

balance was transferred back to the applicable account. The consumer had made payment of $106.84

toward that write off; therefore, I have credited the $106.84 on her account

today. She will see this credit on her

next monthly statement.

We appreciate our customer’s

patience while we worked to investigate this matter and resolve this for

her. Her patronage and loyalty is important

to us and we appreciate her as a Cox customer.

For assistance in the future, she may contact our Customer Care Center

at ###-###-####; our Technical Support Team is available 24 hours a day, seven

days a week. Thank you.

Sincerely,

[redacted], Executive Customer Resolutions

Specialist

Office of the General Manager

Cox Communications

Review: I have lived at 3 different locations in Phoenix and have had poor service at all three locations. I continue to have service disruptions where my cable access is either slow or down completely. When it is slow it is always going to Cox Cable's webmail service. I have been told by their customer service team that I should use someone else for email. I use Cox cable for email and internet access only. I have worked with their executive assistants and at one point they gave me a free month. When their service fails to work as often as it does then it is not worth staying. They always try and say it is my modem or router. I buy expensive new modems and routers and it continues to not work. They want to send someone out to see what the issue is. I can access any other site, except their webmail, without issue. It is not my equipment, not the lines going into my condo but an issue with COX Cable trying to discourage use of their webmail even though they promote their services with the benefit of webmail service. I am so tired of addressing this. When a management person at COX cable admits their webmail is not good then it is time for the executives to either get out of the cable business or fix it. I don't want to hear excuses again or we don't show anyone else is having the issue. They know it is an issue and I believe they are doing it to encourage customers to just use someone else so they don't have to maintain the service. By doing that they can advertise they have it as a benefit and then not have costs associated with it by making it unreliable. Cox Cable just does not care as they know your only other option is DSL. Eventually this will change I can guarantee that COX will have a difficult time retaining customers once they are not the monopoly they are now. I would be gone by the end of the day if I had another option. I may anyway but I know they don't care.Desired Settlement: I expect a refund for a portion of my bill due to their inability to provide a webmail service that works. I am tired of their excuses. I just received a questionnaire that asked me how I want to be notified when their service is out. Apparently people were complaining about the service never working so their solution is to get better at letting you know the service never works,

Business

Response:

Revdex.com Case # [redacted]We sincerely regret any inconvenience that our customer has experienced with the Cox services.On May 27th, 2015, we were able to successlly make contact with our 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Business

Response:

Revdex.com Case # [redacted]We sincerely regret any inconvenience that our customer has experienced with the Cox services.On May 27th, 2015, we were able to successlly make contact with our 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 ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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,

Consumer

Response:

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,

Review: In April 2014 we began having issues with the services disconnecting for a few hours almost everyday. I contacted the Cox and after waiting an excessive amount of time on the phone we were able to get services reconnected, however the problem persisted. In May, the problem increased. On one occasion I contacted the company on each day of my weekend, my days off. The problem was still not fixed. On the second day I called I waiting on line a half hour to be connected to an operator. The person reconnected my service, but in order to ensure the problem was fixed the gentleman offered to connect me to someone else. He thought maybe someone was stealing our internet. I was disconnected. I was ver frustrated at this point since the verified my phone number each time I called in but they never called me back when I would be disconnected. When I called back a second time once again I waited a excessive amount of time and after they once again verified my call back number I was disconnected again. At that point I decided to cancel my services. The following week I received an email stating I was over in usage. I have had internet for 15 years and never had thus problem my network us oasis word protected and only my family knows the password. I responded to that email telling Cox to disconnect my services on June 26 when the other service was to pick up. The following week I was on vacation when my husband called me and stated he did not think that the services were disconnected. It was still appearing as a choice when connecting to the internet. I once again called and waited their excessive wait time. When I told the person I wanted it disconnected she asked why and If they could change my mind. I explained how upset I was at their poor service and excessive wait time and that fact I was being disconnected and when this happened no one would call me back. I explained that it was really disgusting to ask me my phone number at the beginning of a call and then disconnect me and not call me back. She stated that even though she hated the policy, it was a company policy. So I stated to her that is exactly why I was canceling my service. When I arrived home and transferred other devices ( devices I had on vacation with me) I noticed that the other internet line was still appearing. I am continuing to receive bills from the company. The bill is increasing leading me to believe that I am still being billed. I refuse to call this company again and wait excessively. Since changing to my new service I have 0 outages.Desired Settlement: I do not feel that I owe this company anything due to 1st my disconnecting the services and secondly due to poor services and customer service.

Business

Response:

We would like to thank the customer for contacting our company via the Revdex.com regarding the billing on their former account. We would like to start with a sincere apology for the manner in which the customer’s concerns were handled. We find it unacceptable and out of line with the core beliefs and principals of our company. We regret that we have lost the confidence and business of one of our valued customers. We will redouble our customer service efforts in an ongoing mission towards excellence. Our records show that the customer’s internet account was officially closed on July 3rd. The final outstanding balance at that time was $2.34. However, there is an unreturned internet modem still in the customer’s possession. On July 13th an unreturned equipment charge of $129.00 was applied to the account. This charge will be removed once we receive the equipment. We can understand how confusing and upsetting this has been for the customer. We will make every effort to make returning this equipment as hassle free as possible and will work directly with the customer to resolve this matter. Thank you for your time and consideration. Respectfully,

[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: After losing my job in a buyout I was forced to relocate to Spokane, Washington, to live with family. My normally adequate financial reserves had been decimated by a major illness, hospitalizations and multiple surgeries over the end of 2013 and early 2014. I had no choice but to move to survive, I'm penniless and I'm struggling to make ends meet on unemployment. When I called to cancel my service with Cox I was told there was a $120 charge for early termination of a contract, evidently associated with the "bundling" program I had been talked into during a phone call sometime in 2013. I was told at the time my bill would not increase, which was a lie...it went up $10 per month. I was never told about a 2-year contract and I never signed anything to that effect. The representative I talked to about canceling my service told me there was nothing he could do so I waited until I got the bill and called again. This time the representative I spoke with supposedly asked a supervisor, who also said there was nothing he could do. At this point I wrote a letter to the Cox office in Phoenix explaining my situation. Never mind I had been lied to in the first place, and never mind that I did not sign anything agreeing to the contract, I asked them to reconsider my situation, and also pointed out that contracts are obviously used to keep customers from switching to the competition, which was clearly not the case with me. I was moving to a part of the country where Cox service was not available and even if all the other factors didn't exist, on that basis alone I felt it was unfair to hold me to the contract. I never received a response to my letter. Instead, I received another bill, with instructions to look at the back of the bill for how to handle disputes. Not surprisingly, there is absolutely NOTHING on the back of the bill as to how to handle disputes...evidently Cox has no interest what-so-ever in dealing with them. Now very frustrated I got on the internet and found the address of the home office in Atlanta, and wrote them a similar letter. Just as before, I never received an answer, just another bill...with the same empty instructions to look on the back for how to handle disputes despite there being nothing on the back about disputes, period.

This entire thing is wrong on so many levels it's unbelievable. Obviously Cox does not care that it's representatives lie to customers. They impose fees at will, without any signed document giving them that authorization. They lie about how to handle disputes and ignore attempts to resolve them. All I'm asking for is the removal of a fee I was never told about, never agreed to, and never signed any document giving them the authorization to charge. I am not trying to switch to a competitor, it is literally not possible to do business with Cox where I now live. Even if the lying and total failure to respond to my numerous requests for help weren't issues here, the simple fact they don't offer service where I live makes this charge totally absurd. Someone at Cox has to have a heart and a brain...hopefully this will help me find that person and get this resolved to our mutual satisfaction.Desired Settlement: All I'm asking for is for the $120 fee to be dropped. That will leave me with a slight credit balance which I would gladly forego in exchange.

Business

Response:

[redacted] Case #[redacted]

We are sorry to hear our customer was having an issue with billing and customer service. We have made contact with the customer by telephone. In the conversation by phone, we came to an agreement for the billing. The customer is aware of the account status and balance.

Thank you for your time and consideration.

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Review: I have moved to this new apartment at Apache Station and at the time my roommate had internet and phone services with [redacted] a few months before he moved out. He wanted me to get the service on my name and we continue using the services until he moved out and took his internet modem with him. I went out and bought a new modem and continue to have service with [redacted] I got a bill recently states that I have to pay for the modem $60.00 and I called [redacted] and told them I have never buy any modem from them but the manager told me there is nothing that they can do. I have to pay for the modem because my roommate had the service with them at that address and now I responsible for it. This is ridiculous I can't stop my roommate from taking his possession. I have never have any agreement with [redacted] regarding such equipment, and the manager threaten to disconnect the service until the equipment is paid.Desired Settlement: I do not want to pay for the transaction ($60) that was between [redacted] and my roommate.

Business

Response:

July 30, 2013

Review: I recently ordered the Contour service for my TV. They had to come to install additional wiring outside in order to provide the service. I have had nothing but problems with the service. I was told by technical support there would be a $60 charge for the to uninstall the wiring service. I was told there was no way for them to waive the fee so they would transfer me to retention. I spoke with a supervisor who asked I give them another shot at fixing the service so it would work properly and if it did not I could call in and he would place in the notes I could make the changes and have a technician come out to remove the wiring free of charge. When I called in because the service was still failing that supervisor failed to make the appropriate notes and now they have stated I would have to pay the fee no matter what.Desired Settlement: I want them to modify my service and restore the wiring back to the way it was without a fee. I would also like a 1 month refund on the services and the boxes which did not work properly.

Business

Response:

November 3, 2014

Complaint ID # [redacted]

We are sorry to hear of the customer’s concerns regarding his cable service. We want to provide an outstanding video experience and regret that the customer did not receive such.

On October 20th the customer’s account was credited for the $60.00 service call fee. One month’s credit has been applied to the customer’s account for the cable portion of their services and will be reflected on their next month’s bill.

We thank the [redacted] and the customer for their time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Review: I signed up for the service and never received the agreed service and never received the price, I was constantly hung up on and after a number of phone calls I would finally reach someone who promised to have it fixed, I elected to cancel the service as I had more issues in the few months then someone who has had service for ten years according to a cox employee, She agreed to cancel my contract and have me I was told to disregard this as a new bill was being sent, a couple weeks later I recieve a collection notice, ... I have employees names and id#'sDesired Settlement: I would like to pay for the time I used the service as agreed and return the equipment, I just want a final bill so I can move on

Business

Response:

July 14, 2014

Review: I have been a Cox Communications customer for 28 years. 8/14 unexpected $50 increase in monthly bill. 8/13/14 spoke with [redacted] (**. [redacted] call center for Cox); offered 12 months of service at $149.11.I accepted offer. Was going to call me back to finish paperwork. Conversation was 45 minute Cox recorded call. 8/13/14 spoke to [redacted] Loyalty Department Cox. Cannot offer the quote I accepted yesterday. He saw I was offered $149.11 per month but unable to honor. Spoke to supervisor [redacted] (same call center) who could not offer me any reduction in monthly bill; sorry I was quoted that but too bad and no one else I could speak with. She claimed to be the highest I could call. This was a 41 minute conversation recorded by Cox. 8/14/14 called [redacted] at Cox Corporate office, corporate liaison will return my call within 2 business days he said. 8/19/14 [redacted] finally called me back and listened to recordings and offered me original quote of $149.11 for 6 months, couldn't do the 12 months originally offered and accepted. I accepted offer for 6 months even though quoted for 12. She will call me back in 6 months to discuss future pricing. 9/10/14 left message for [redacted]; I received full bill for $225.34, no return call. 9/11/14 left messages 9:00 AM and 1:00 PM. She finally returned call 9/11 late in day and said it is still $149.11 and she will adjust bill. This should adjust automatically from now on until Jan. 2015. 10/10/14 Received full bill for $225.37. Left message 5:32 PM for [redacted]. She has now retired. Call alternate phone number and left message. 10/15/14 no return call, left message. 10/16/14 left messages at both numbers, no return call. 10/17/14 11:55 AM left message for corporate office. No return calls.Desired Settlement: Cox Communications does return phone calls as stated on their messages. They need to adjust my bill for the entire 12 months at $149.11 as initially quoted, offered and accepted. This has all been verified and listened to by Cox representative, [redacted] back in August 2014. .She commented that she couldn't believe what I went through and apologized for customer service rudeness. These are all recorded conversations via Cox. They also need to notify customers when they are increasing their bills $50 a month without explanation. Customer service experience has been less than desirable, very dissatisfied. The representative [redacted] never returned my phone call as he said he would. [redacted] was extremely rude. Corporate and Executive Escalations Team and the Office of the General Manager DO NOT return calls either. Please assist in getting me some resolution. My bill is due October 30, 2014 and I have never been late. Thank you, [redacted]

Business

Response:

We apologize for the difficulty the customer has experienced with her account billing. We have reviewed her concerns and show that the representative the customer was working with has thus far honored the agreement made to reduce the customer's monthly rate to $149.11 a month through to January. The customer's account was adjusted on October 8th; 3 days after her most recent statement printed and is the reason the customer received a balance showing a payment due over this amount. She may remit payment for $149.11 for her October bill.

We have reached out to the customer to inform her that we will continue to honor this agreement for pricing at $149.11 through her January billing.

Thank you for your time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Review: $60.00 Service Charged that something that they have not disclosed it to me.

My internet services were slow and it was stopping so I called COX Cable and they said they don`t see any issues with modem and router but that might be something with cox cable so she said she is going to have someone come out and find out what would be the issue and fix it for me. Technician showed and said my router was bad and need it to be replaced but right after he is done out side box my internet was back to high speed and since then internet connection was fast and good with out replacing any equipment But I had a big suprise in my bill, there was a $60 charge, I call and emailed asking them to remove it ASAP cause 1st no one disclosed it to me period, how can you screw your loyal client, I have been client for them for the 10+ years 2nd how can you build your claim on false claim such as bad router if I would of believe this cox cable`s technician and replace the router then I would of spend $100+ on router. Shame on Cox and His Customer service. No one help me even explaining it like I am explaining to elementry level educated adults but It seemed that I have been talking to wall they keep coming back explaining me what is that $60 charge was.Desired Settlement: I want them to refund $60.00 charge, which is fraudulently charged me and Looking $500 credit for the stress, time and frustration they have caused me.

Business

Response:

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.Regarding the customer’s concerns with their account billing, we were able to make contact with them on 7/7/15 to address the issues at hand. During our conversation with our customer we were able to come to an agreement to waive the disputed service charge and apply a courtesy adjustment for our customer’s inconvenience. We are confident that 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. [redacted]Executive ResolutionsCox Communications

Review: 1 yr ago I verbally entered into a 2 yr contract with Cox for services and a fixed price with penalties if I made changes prior to the 2 yrs. The contract, which I asked several times to be verballty confirmed, included a fixed price for the 2 yr period. 1 year into the 2 year period Cox increased my price for the services. I then proceeded to seek remiation through serceral Cox departments and was simply told that they were sorry the initial individual rconducting business on behalf of Cox had mistated the program but there was nothing they were going to do to honor the verbal contract.Desired Settlement: I want to have the initial/original contract honored ($99 per month for 2 years).

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer had issues with pricing information. We were able to make contact and verify the account. The customer’s concerns and been addressed and we were able to come to a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I was signing up for auto pay. I was told I had to pay the full balance due before I could sign up. I did that. Then I signed up. On the bill due date they charged me again for the amount I already paid. I called customer service to get the double payment returned and they said I just paid for the next month early. So I had my bank stop the payment and cancelled auto pay so I can just make my payment myself on line for the correct amount due and not pre pay a month in advance. They then charged me $25 return check fee and $8 late payment fee. When the payment was not late and I should not be charged $25 for stop payment on an auto payment that was double billed. I called customer service and emailed them and they refused to remove the two fees.Desired Settlement: remove the $25 and $8 fees from my bill

Business

Response:

August 14, 2014

Review: I was paying $121 per month for tv and internet, all taxes included. I was having technical issues and one option offered me from Cox was to increase my speed and it would be at only $5 more per month! When I received my 1st bill, it was $209 for the month, a $90 increase! When I called customer service again to inquire, they said it was only $5 more from the retail rate. I had discount pricing applied, and when this change was put into effect, it removed any discounts and put me at the full retail rate. This was VERY DECEPTIVE!Desired Settlement: I want my bill and internet speed tier to return to the original pricing, and all billing increases to be refunded. I want Cox to stop all such deceptive pricing offers and truly be uf front with impacts these changes have on consumers. These trick billing changes are really hiding things from consumers and stealing their money! I expect no increase in my bill and all additional charges returned,

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. We have attempted to contact our customer on two separate occasions to no avail. Even though we were not able to speak to our customer, we want to address the concerns brought to the attention of your office. We had his original bundle reinstated on his account as of 3/29/16, this makes his monthly rate $151.94 with the upgraded internet speed. If the customer chooses to go back to the Preferred level of internet he can reach out to our Customer Care agents at [redacted] to assist him with making this change. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region