Cox Communications, Inc.

Review: The repair agent lied and said that she could save me $100.00 by adding my land line w/voicemail to the contract. My bill is now $77.00 more.

I called Cox to get my internet repaired and the agent said that if I put my land line w/voicemail on contract that she could save me $100.00. She said that this is a new pricing plan for an unlimited period of time. I scheduled the apt. and called back 2 times to make certain that the pricing was correct. They came out and replaced all equipment, which I was not informed of. This included my TV cable boxes and I do not like the new ones. I lost all programming and saved shows. When I called to set up my voicemail, I was informed that I do not have voicemail and that my bill is $77.00 more. It will be $10.00 to add it. "[redacted]" at ###-###-#### x-2706 promised he would get it straightened out within 48 hours. I did not get a call back and my bill is $77.00 more than before this change. As an additional note, I verified the new proposed pricing because [redacted] said they were charging me $130.00 to cancel my land line. I also just learned that my daughter, who lives in her own apartment, also called Cox for a repair. The repairman told her she needed a new box at no additional charge and when she received her next bill it is $15.00 more. There is a scam going on here and I intend to go to the news media with this.Desired Settlement: I want the services I was promised for $139.99 per month, for an unlimited period of time.

Business

Response:

April 16, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding their monthly pricing dispute. We are sorry to hear that there has been a miscommunication regarding the services subscribed and the pricing quote the customer received.

Prior to any account changes the customer had a monthly service rate of approximately $231. On December 4, 2013 the customer spoke with a Care Center representative and added telephone service under the Silver Bundle. The starting price for this bundle is $136.49 per month. Please note that that figure is before taxes, fees, surcharges, and equipment fees and that the Silver Bundle discount is good for either 6, 12, or 24 months (24 months with the agreement to a 24 month service agreement). We do not offer indefinite pricing.

What is included in the Silver Bundle at that price point is: Cox Advanced TV with the Variety and Bonus Pack channels, Preferred speed Internet, and Cox Essential telephone service (does not include voicemail). As well as the premium channels HBO, STARZ and Cinemax. Anything outside of these services will come at an additional charge not associated with the $136.49 base pricing. The customer had the following additional services and fees not included in the Silver Bundle pricing:

Showtime - $15.99

Movie Pack - $7.00

Sports and Information Pack - $7.00

Cox Service Assurance Plan - $6.99

Gateway Internet Modem rental $6.99

Advance TV addtl. outlet- $1.80

DVR Service fee - $11.99

DVR Service fee - $11.99

HD DVR - $8.50

HD Receiver - $8.50

FCC telephone fee - $7.10

Total: $93.85 (plus local taxes and surcharges)

On January 30th of this year the customer spoke with a Customer Loyalty supervisor who waived the Early Termination Fee from disconnecting telephone service and applied a $72.98 credit as well as a 40% cable television service 12 month discount, a well as a 20%, 12 month High Speed Internet service. Lowering the customer’s bill to $219.71 (this rate is subject to any upcoming rate adjustments).

We regret there was any miscommunication regarding the services covered under the Silver Bundle versus the charges for the additional services not included in that bundled rate. We have provided coaching to the representative who sold the original order.

We would like to once again apologize for the frustration and difficulty this matter has caused our valued customer. As show of our commitment to providing outstanding customer care we have applied a credit adjustment of $130, the cost of the customer’s cancellation fee they were assessed with Sprint. This credit will reflect on their next month’s Cox billing statement. Thank you for your time and consideration.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Review: Received unsolicited promotional discount from Cox via email, offering to upgrade internet service for additional $5.00 per month. Charged full price.

Received unsolicited promotional discount from Cox via email, offering to upgrade internet service for additional $5.00 per month. Called phone number contained in email and presented promotional code to sales agent to complete upgrade. Charged full price instead of discount promotional price, and received approximately half the internet speeds quoted at this tier of service (12-Mbps vs. 25-Mbps). Called Billing on 7/1/14 to reconcile discrepancy and was informed the promotional code was never entered by Cox agent and was now expired. Did not receive promotional discount nor the internet speed quoted at this level of service. I realized internet speeds are approximations and not guarantees, however half the quoted speed is a gross miscalculation. I feel the promotional offer was used to lure the consumer into a more expensive upgrade of services and should have been honored due to the Cox agent's failure to successfully process the transaction - for whatever reason. Considering the circumstances and options, I downgraded my services back to their previous levels.Desired Settlement: Simply, that Cox honor their promotional prices for existing customers or desist from delivering promotional offers via unsolicited emails campaigns.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet and billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

Review: High definition television service from Cox communication continues to fail despite their attempts at fixing and assurances that the problem is indeed fixed. I am paying for service that they fail to deliver. I have had Cox technicians respond to this address to correct this problem on several occasions in the past several months. The problem appears to be corrected temporarily but then again fails. I continue to pay for this service and they continue to fail in delivering the service.Desired Settlement: I want the problem fixed and I want to be compensated for the previous times that they have failed to provide the service that I'm paying for. I also want assurance that I will be compensated for their service delivery failures without fail in the future.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet and billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

Review: On Sunday 2/21/2016 @ approximately 3:30am my HD box booted itself every 1-2 minutes and would not stop. A Cox representative told me that they can send a worker on Monday 2/22/16 between 1-3pm. I called Cox on Monday morning to confirm the order; and was told by agent that the ticket was written incorrectly which caused order not to be valet. Another order was then placed for today 2/23/16 between 8-10am 8-10 came and gone and no worker showed up to swap out my box. I called and was informed that a worker called and came over and I did not open door which is not true, because I have been anticipating them since Sunday @ 3:30am! Now they are telling me that a worker will come some time today before 6pm. I am complaining because I pay high amount for cable for Cox to treat their "loyal" customers in this manner!...Desired Settlement: That the a non HD box get delivered on a timely manner and adjust my bill for not being able to watch cable since Sunday 2/21/16 @ 3:30am!...

Business

Response:

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 on 2/25/16 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. Feedback will also be forwarded to the appropriate leadership within our organization regarding our customer's experience.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: On February 9, 2016, I called Cox Communications at [redacted] regarding their mailed advertising offer, promo code [redacted], and spoke with Travis out of the Oklahoma City office. This was a special offer to induce me to leave Direct TV, and offered many benefits not advertised on their website.

Although that package deal didn't contain the channels we wanted, Travis offered us an Advanced Contour TV package at $45.60 per month (including tax) that presented 220 channels, 15 HBO channels, a Contour DVR, On Demand, Premium Channels, and free installation on our several TVs, which was the primary inducement for us to switch to Cox.

The following day, the Cox authorized representative came to our home to install the system. After seeing our TVs, he stated his work order was only for three TVs, and that Cox charged extra for more than three TVs. I told him that was a mistake; we were given a "special package" with Cox to get our cable TV business (as well as internet and phone, which we had), and was specifically told the installation was FREE. (Please note, during my conversation with Travis, I specifically asked about all our TVs being included in this offer, and was told they were. I was NEVER INFORMED that the price of installation could differ from what I was quoted; i.e., "FREE.")

The installer asked what I wanted to do. Believing this was only a miscommunication on his work order, I told him to install Cox since we already cancelled Direct TV, and I would call to correct the error. When I called, however, the supervisor informed me that installation was NOT free, and that they were charging me $50 for each of our five TVs. (Apparently, the installer, who was not happy that his work order was incorrect at the end of the day, stating he was only supposed to install three TVs, chose to drill new holes which cost us more, even though previous Direct TV cable jacks existed on most of the TVs.) They're threatening to bill $250 for a free install.Desired Settlement: Make good on their inducement (and our verbal contract) for FREE installation.

Business

Response:

Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to installation fees that have been billed to your account.Our records show that on February 12, 2016, $104 of the installation credits were applied to your account. Today (February 22, 2016), I have issued the remaining $50.00. These credits will reflect on your next billing statement.Please accept our apologies for the frustration we have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]

Review: Cox is incapable of training its employees to correct issues. Supervisors are good for nothing.

After receiving my first bill from Cox which has a total of $110 unauthorized charges, I have made more than 12 calls and have spoken with various different reps including 3 supervisors and the mater is still unresolved. The supervisors refuse to help and keep transferring me to another supervisor in another location who is not even in the same office who tells me the same story.

I now have a saved voice mail from [redacted] (his number is ###-###-#### and he is the supervisor of installation) who admits the charges were unauthorozed and were credited back to my account 20 days ago. However, the bill I just got in the mail dated April 14,2014 shows the past due amount due immediately which was supposedly taken care of over 20 days ago. I called again this morning and talked to a supervisor named [redacted] who said the bill is incorrect. I asked her to send me that statement in writing to which she refused. She offered a reprint of the bill. I asked if the reprint will reflect the correct amount due and she said NO. Is this a joke? Why would I ask for a reprint if it is not going to reflect a correct amount due? Are the supervisors high school graduates? It doesnt seem like they even got basic education.Desired Settlement: Charging money for unauthorized services is not only unethical, its considered stealing from customers. And the lack of customer service and lack of working towards a solution is a horrible business practice. I will not quit until this situation is resolved and the money is refunded to my account and a corrected statement is sent to my address. If this does not get resolved here, I will look into media and other places. Trust me, I am not a quitter. I know how to stand up and speak up when a com

Business

Response:

Revdex.com Case No. 10022657 – [redacted]

Review: Csr informed they could cancel my payment arrangements and reschedule it for another day and when we got diconnected the other csr told me they couldnt. I no they can. I think they don't really care if they keep there customers or notDesired Settlement: A call back from someone who knows what there doing

Business

Response:

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. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I moved residences and initiated a transfer of internet services with Cox. On the date the where the new residence was suppose to have the internet service - there was none. I waited almost 48 hours to ensure it might take a day or two and subsequently I called Cox and they sent a service guy over to check my connections in the new apartment and he finally went outside and simply turned on my service at the **in node. In other words - they never turned on my service. They charged me 20 dollars to turn on the service (which they didn't), and then they charged me 50 dollars to send the service guy out to turn on the service. What kind of scam is that? And then, they also increased my monthly internet rate from 66 dollars a month to 74 dollars amount. No warning no nothing. That's a separate issue, but still.Desired Settlement: Either charge me the agreed upon 20 dollars to turn on my service at the **in apartment node; or the 50 dollars to send a service guy out to verify the service was never turned on - but don't charge me both!

Business

Response:

Dear Mr. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your recent transfer of service. I have conducted a review of your account and have determined the following:Our records show that on December 16, 2015 you transferred your internet service and selected the self-install option. The self-installation fee for this selection is $20.00.On December 23, 2015, you contacted our technical support team to report that your internet service was not working. At that time, we determined that it was necessary to send a technician out to your home. The technician visit was scheduled for December 24, 2015.On December 24, 2015, the technician found that the services were not properly activated at the pole. The technician completed the activation and we inadvertently billed you $50.00 for this service call.Today, January 14, 2016, we have credited the $50.00 charge and the adjustment will reflect on your next billing statement.You also express concern in regards to your internet rate increasing from $66.99 to $73.99 after your transfer was completed. As outlined in your attached December 8, 2015 billing statement, there was a rate change that affected your internet rate. However, as a good faith gesture, we have added a 12-month campaign to your account that will provide you 10% off of your new monthly rate. This campaign will reduce your new rate from $73.99 to $66.59.Mr. [redacted] please accept our apologies for any inconvenience we **y have caused you. Respectfully, Sylvia D[redacted]

Review: I recently moved to a new home and scheduled for Cox to transfer my cable/internet/telephone service to my new address. A technician visited my home and turned on the cable/internet/phone service. He stated that four outlets were connected and working. Upon receiving my most recent bill, I found a $25 Professional Installation-Add Outlet charge. Upon noticing this charge, I called Cox Customer Service and spoke with [redacted] (ID# [redacted]). [redacted] stated that the technician received permission from me to charge this amount. I informed [redacted] that I never approved an additional charge to my account and that I was disputing the charge. [redacted] stated that she noted on my account my dispute and would have to connect with the technician in order to waive the $25 fee. [redacted] then stated she would call me back with the outcome on Wednesday, November 18 or Thursday, November 19. [redacted] also stated that, if no action had been taken at that point, she would waive the fee herself.

By Monday, November 23, I had yet to hear from [redacted]. I contacted Cox Customer Service on November 23 and was connected to Stefan. Stefan acknowledged a notation on my account from [redacted], but stated that [redacted] was a third party vendor and he could not reach out to her. Stefan repeatedly indicated that my technician obtained my approval for the charge and disregarded my dispute that I had never agreed to a $25 additional charge. I asked Stefan, "So I'm basically screwed and this charge won't be removed?" His response was, "Yeah." Nice.

I asked to speak with Stefan's supervisor. I was connected to [redacted] (sp?) who introduced herself as the floor supervisor. I proceeded to voice my displeasure at the customer service I had received through Stefan and indicated I was still disputing the charge[redacted] repeatedly brought up the fact that the technician left the note indicating my approval of the charge. Once again, no customer service. An insincere apology at my frustration, but no actual customer service.

I don't understand how a technician can simply note in my account that I approved a $25 charge when no mention of a charge was brought up when he was a guest in my home.Desired Settlement: I demand a credit to my account in the amount of $25.

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 did attempt to reach them at the telephone number they provided to us to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unable to speak with our customer directly, in an effort to reach a resolution we have applied an adjustment to the account for the disputed installation fees. We would like to assured our customer their feedback regarding this situation will be addressed with our leadership team. 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

Consumer

Response:

[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: I was quoted 95 dollars per month for 12 months if I signed a contract. I signed the contract.

Services included TV and Internet.

The price was 95 dollars for 5 months and then increased to 130.

Cox Cable will not correct this issue and offers no resolution.

Please helpDesired Settlement: Monthly bill of 95 dollars that I was originally quoted in July, 2015.

Business

Response:

Revdex.com Case # 10850323 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.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

Review: I recently called COX about a $6.95 per month charge that has been on my monthly bill for around 15 years. I also found out what it was for a few days ago when I called them. They said it is a second computer charge. According to their own forum this charge is for a second IP address which would require two routers. When Cox installed the internet long ago I had no router and only one modem, I have never had a second router either or used the second IP address as they call it. Every time I inquired in the past I was told it was for her email address and that I have to pay it or she can't read her emails. So as of a few days ago billing dropped the second computer charge and my wife's email still works fine. So I was overbilled 15 years for around $1251 dollars for nothing. The billing dept did credit me one month of $6.95 but that's it. I sent an email to them a few days ago but received only this reply:Thank you for your e-mail. I understand you are not happy with the service you are receiving.I sincerely apologize for any inconvenience this may caused you.Your original email has been forwarded to the Cox High Speed Internet feedback team for further review.After reviewing your account, I can see that you currently have a balance of $ 35.02, the monthly rate is $ 62.99 and the due by date is on 11/19/13.Sincerely,[redacted]Cox E-Care SpecialistDesired Settlement: Refund of $6.95 for every month on record I have been with Cox Internet possibly up to $1251.00

Business

Response:

December 20, 2013

Review: We returned equipment and are being billed for equipment that they lost.

We were issued 2 cable boxes when we started service in July of 2013. In July of 2014 we moved from one house to another and transferred our service to the new address. During this move, the tech that came to connect the service at our new location told us he was going to change out cable boxes because the ones we had were outdated. He changed the boxes and connected the service as scheduled.

On Oct 2, 2014 we cancelled our service because I retired from military service. We visited the Cox Broadway location to return the two cable boxes and wifi router we were issued by Cox. We received a receipt for the transaction and thought were good to go.

Later, we received a bill saying we owe money for a cable box. After several calls to Cox, a billing manager told me that the tech who took the two original boxes did not input the location of one of the boxes into the Cox cable system. His failure to do so resulted in the box showing as still being issued to us.

Throughout our entire Cox service, we have only had two boxes issued at a time. Our billing records show that service for only two boxes was being billed. We have never had more than two boxes. The billing manager stated that they needed to find the box before they could remove it from our account.

I find it unfair and unethical for Cox to continue to harass us for a box their technician took from our home. Their pursuit in sending our bogus bill to a collection agency is effecting our credit rating. As a consumer, we should not have to pay for the lack of a Cox employee not following Cox protocol. We have received calls from creditors and mail stating we owe $523 for the lost cable cox that we do not have.Desired Settlement: We are looking to have Cox Cable remove the $523 bill and have creditors stop calling us and mailing us bills that we do not owe.

Business

Response:

[redacted] complaint--= [redacted] # [redacted].

Review: I use Cox Communication's auto-billpay to pay my bill on time.

On Oct 6th Cox sent an email that said my payment "failed processing":

Account Number: 001-[redacted]

Payment Amount: $55.99

Date Submitted: 09/12/2013

Payment Date: 10/06/2013

Method of Payment: [redacted] account ending in XXXXXXXXXXXX[redacted]

I have no idea what the 9/12 date is, the payment attempt was made on 10/6

Cox attempted the charge on a credit card that I removed from my account and replaced with a current credit card on July 7th.

They confirmed the removal of the card ending in x[redacted] in an email on July 7th and confirmed the new payment method with a card ending in x[redacted] on July 7

Dear [redacted],

Thank you for making changes to your account at Cox.com. You have successfully deleted the following method of payment:

Account Number: [redacted]

Card Type: [redacted]

Card Number: XXXXXXXXXXXX[redacted]

Change Date: 07/07/2013

Dear [redacted],

Thank you for making changes to your account at Cox.com. You have successfully added the following method of payment:

Account Number: [redacted]

Card Type: [redacted]

Card Number: XXXXXXXXXXXX[redacted]

Change Date: 07/07/2013

My attempts to get Cox to resolve the issue have included several emails, a phone call and most recently an email to their e-Care in which it was obvious they aren't even reading the complaint.

Dear [redacted]:

Thank you for your e-mail. I understand you would like to know

information about a return payment fee. I apologize for any

inconvenience this has caused you.

Regarding your inquiry, allow me to explain, when a Credit Card payment

has been declined, the customer's account will be charged for the

declined amount, this also includes a charge of $25.00 due to returned

payment.

In this case, our customers has the option to pay credit card chargeback

with:

- Alternate Credit Card

- Check by Phone (unless 2 checks have been returned in the last 120

days)

- Cashier's Check

- Money Order

- Cash (payment in Lobby only)

- Please be sure to review the account

For future reference, if the credit card associate in the account has

been cancelled directly from the issuer or has expired, the customer

must contact us, so we can cancel the EasyPay service in order to avoid

additional charges in the account due to credit card rejection.

Thank you again for contacting us via e-mail. Please let us know if we

can be of further assistance.

Here is my correspondence with their e-Care people, who obviously didn't even read my complaint:

Dear [redacted]:

Thank you for your e-mail. I understand you would like to know

information about a return payment fee. I apologize for any

inconvenience this has caused you.

Regarding your inquiry, allow me to explain, when a Credit Card payment

has been declined, the customer's account will be charged for the

declined amount, this also includes a charge of $25.00 due to returned

payment.

In this case, our customers has the option to pay credit card chargeback

with:

- Alternate Credit Card

- Check by Phone (unless 2 checks have been returned in the last 120

days)

- Cashier's Check

- Money Order

- Cash (payment in Lobby only)

- Please be sure to review the account

For future reference, if the credit card associate in the account has

been cancelled directly from the issuer or has expired, the customer

must contact us, so we can cancel the EasyPay service in order to avoid

additional charges in the account due to credit card rejection.

Thank you again for contacting us via e-mail. Please let us know if we

can be of further assistance.

Sincerely,

George M.

Cox E-Care Specialist

For online support, please visit http://www.cox.com/support/

Original Message Follows: ------------------------

Form Message

Subject:

billing questions

Detail:

High Speed Internet

First Name:

Debbie

Last Name:

Email Address:

phoneCode:

###-###-####

AlternatePhone:

###-###-####

AddressLine1:

City:

State:

ZipCode:

CoxPIN:

SSN4:

CustomerInquiry:

Acct #[redacted] You charged my account a $25 fee and a $8 fee

due to your incompetence. Please either remove the charges or cancel my

service and I will pay the pro-rated balance for my service through Oct

25, 2013. On July 7th I removed my credit card ending in [redacted]. I

received an email acknowledgement that it had been removed. I added my

credit card ending in [redacted] and received an acknowledgment for that as

well via email. The credit card was removed as it had been compromised

and the bank issued a new card. Despite my instructions, Cox continued

to bill, without authorization, my credit card ending in [redacted]. The bank

finally stopped processing the unauthorized transactions and in response

Cox billed me $25 for a returned payment, despite no payment being

returned, and an $8 late fee. Cox failed to process my payments as per

my instructions and I do not owe Cox $33 for your failure to properly

process payments. Correct the $33 error, credit my account for the time

it has been unavailable for use and I will pay the balance by the due

date. Should you choose to not correct your error, close the account and

I will pay the pro-rated balance through Oct 25th when my service was no

longer available. I attempted to rectify this multiple times via email,

I'm done wasting my time. Fix it and if YOU can't, find someone who can.

I'm not wasting on more minute of my time on this.

ReenterEmail:

AccessMyCoxAccount:

Yes

Over13:

Yes

----------Desired Settlement: I have asked for a billing adjustment, removal of the $25 fee, removal of the $8 fee and pro-rating my account for the period of time they have not provided service (since 10/25/2013). I have already paid the correct amount for the billing period in dispute ($55.99). I have told them to close my account if they are not going to do the billing adjustment and they have ignored that request as well.

Business

Response:

October 30, 2013

Revdex.com Complaint - Case #[redacted] - [redacted]

We would like to thank the customer for taking the time to file her concerns regarding the billing issue described in his complaint. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

Upon receiving this complaint, a thorough review was made to her account. Although the customer received a confirmation email regarding her EasyPay request there is no account documentation supporting that. The account was never activated for EasyPay.

On October 6, 2013 the company received a payment via our website. This same day the payment was rejected by the customers’ bank thus incurring a returned payment fee of $25.00.

The customer did call on October 7, 29 and 30 to inquire about the returned payment fee and on the 30th the returned payment fee was credited.

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.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: My internet and cable connection was scheduled on October 13, 2015 between 10:00am-12:00pm. My technician, named Jorge called me at 9:50AM and left me a voicemail saying he was on his way and to give him a call back. I called him not even a minute later and he answered and asked if I was home and I said "Yes I am home, are you on your way?" He said, "Yes I am headed over there, I will be there in a little bit". I waited and 11:30 AM came around and I gave him a call back and he didn't answer so I left him a voicemail asking where he was because I had to leave to work at 12:45pm which is why I scheduled the time frame of 10-12. I called cox to see if they can get a hold of him and the representative said she was going to dispatch him. I told her what happened and she asked me for his phone number. Then she checked on her system and the technician had written a note that said customer did not answer, customer was not home. This is ridiculous I told her I just spoke with him at 9:50 and he said he was on his way "I'll be there in a bit"! This made me furious! She put me on hold and apparently dispatched him and then she said he's going to give you a call back. He never did !!! I went ahead and rescheduled my installation but I never received an apology or any type of professional customer service !! I don't even think I want to do business with this type of unprofessional company who's employees lie to their customers and waste their time !Desired Settlement: Credit account, waive activation fees for incident that occurred, apology

Review: On April 12th, 2015 I sent Cox Communications a letter stating that they had incorrectly charged a late fee of $8.00 to my account on 03/11/2015. My payment for my February 2015 was made on or before the February due date. Further I requested that Cox correct its mistake. On April 19th, 2015 I again another letter stating that Cox Communications had again charged another late fee of $8.00 my account on 04/11/2015 and that Cox was now charging late fees on top of late fees. Cox yet again charged another late fee of $8.00 to my account on 05/11/2015 and I sent a Demand Notice via certified mail to Cox on May 15th, 2015 stating that Cox needed to correct its mistakes and demanded that they stop charging late fees on top of late fees on top of late fees! On 6/11/2015 Cox Communications yet again charged another late fee of $8.00 to my account. On 6/26/2015 I sent a 2nd Demand Notice to Cox demanding that they correct their mistakes and credit my account for the $32.00 in late fees plus any other late fees and finance charges they may have additionally charged. Further I demanded that they stop charging late fees as this matter is under dispute.Desired Settlement: Cox Communications credit my account immediately for the $32.00 for in late fees plus any other late fees and finance charges you may have additionally charged.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding the late fee charges. It is certainly not our intention to cause any confusion or frustration.We attempted to reach our customer by telephone at 1:25pm and again at 5:01pm on July 2, 2015. Both attempts were unsuccessful and there was no option to leave a message. That same day we had sent an e-mail to our customer providing our contact information to return our call. In our e-mail we advised the customer that once we are able to verify the account, we can address his concerns and provide a successful resolution. The customer responded to our e-mail requesting that our responses to his complaint be sent in writing and not by e-mail. Per request, a letter in response to the complaint will be mailed to the customer.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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I did receive an email from a [redacted]. (Executive Resolutions, Office of the General Manager, Cox Communications, Southwest Region) on July 2nd 2015. As mentioned in Cox's response to my Revdex.com complaint below, I replied with my Cox account number and requested that he respond in writing to the 4 letters I have sent Cox beginning April 12th, 2015, documenting their billing error.Other than [redacted] email I have had no other contact from Cox regarding my Revdex.com complaint.

Regards,

Business

Response:

Upon receiving the customer's additional response, we attempted to reach them again by telephone on July 20, 2015, at an alternate contact number listed on the account instead of their Revdex.com complaint. We were unable to speak with the customer but we were able to leave a voice mail message. The customer contacted us via e-mail advising that he had received our voice mail message but requested our response to his inquiry be sent in writing. A letter has been sent to the customer's home to address their concerns with the billing. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. Thank you for your time and consideration. [redacted]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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Please see the Desired Outcome/Settlement section of my Revdex.com complaint. In summary, I am demanding that Cox credit my account for a late fee of $8.00 they erroneously charged to my account on 03/11/2015, and the additional late fees (which now total $32.00) Cox has charge to my account as I have not paid the original late fee and have been disputing it.If Cox's promised written response is to indicate that they will correct this error and credit my account for $40, I still have not received this letter.

Regards,

Business

Response:

We apologize for any delay. We have sent the customer an e-mail on Monday, August 3rd, to confirm if he had received the letter and if not, to please let us know for us to re-send it. We also included our response in the e-mail to advise the customer of the recent changes to their account. At this time we have not received a response from our customer. However, we are confident that we have successfully resolved our customer's concerns. Should the customer have any additional questions or concerns regarding their account, they are more than welcome to contact us. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I began Cox Internet service in April of this year. Previously I had been a customer of [redacted] for many years, but due to the location of the home I moved to [redacted] service was insufficient to my need. However, in all the years that I was a [redacted] customer at two locations in Phoenix, I never had my service cut out, at all.

Since I have been with Cox, I have tried 3 different router/modems to resolve a daily issue of internet service cutting out. I am an IT professional who is quite familiar with troubleshooting complex internet and networking issues. Yet, despite my knowledge and experience I continue to have trouble getting a consistent internet connection. This is the worst internet product I have worked with in 15 years, and at $80 month, is completely unacceptable. I am on the verge of cutting my expectations for fast internet and reverting to the other provider just to have the consistency at 5MB down and 0.5MB up.Desired Settlement: Before I take that step backwards to an alternate provider, I would appreciate that Cox Communications provide me cable internet service that is consistent and does not cut out or cause the modem/router to restart or have to be restarted even once a month or longer. Speed is nothing, consistent connection is everything. IF that is not possible, then I will expect a refund for service and service establishment fees so that my transition to another provider won't cost me anything.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their Internet services. 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

Consumer

Response:

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.Since this issue has been closed with Revdex.com, Cox has now billed me for the tech's time to resolve the issue that they needed to fix on their end for the service to run properly.Regards,

Business

Response:

We sincerely regret any frustration regarding the service call charge for the recent service appointment. We attempted to reach the customer on July 27th and July 30th to address their concerns. We were unable to make contact with the customer but we had left voice mail messages advising them of the adjustments made to their account and our contact number as well. Should the customer have any questions or concerns regarding their complaint, they are always welcome to contact us. However, at this time we are confident that we have successfully addressed and resolved our customer's concerns. As always, 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

Review: I moved my services from one location to another. Cox kept sending me bills to the old location where I was no longer at. Cox did not bother to update my mailing records. It does not make sense to move my services and cox not having the enough capacity to realize that I do not longer have access to that commercial space. I do not think is fair I pay late fees for this. I was never explained how the billing was going to work. I am now receiving 3 different bills.Desired Settlement: Waived the late fees that are over $50 USD

Business

Response:

August 19, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding the billing of an account after they had transferred service. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. The customer had service at an address on Northern Ave. where they subscribed to commercial internet and phone. On August 6, 2014 they transferred their phone service to an address on 19th Ave. The billing for phone service stopped at this address the same day. They are in the process of transferring the commercial internet service to an address on [redacted]. Since the internet service won’t be transferred until August 20 it was left active and the billing for this service wasn’t interrupted. When the transfer is complete, the billing on the [redacted] address will stop and the account will be fully disconnected. Generally only one late fee is credited in a calendar year such as the one that was credited on June 4. As an additional courtesy, one additional late fee has been credited. 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. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: I have recently renewed with Cox Communications for internet and phone service. When scheduling and processing the new install for a new home at the same time. At that time I was told that since I would be treated as a new customer the installation would be free. Of course as done the first time I had Cox installed over a year ago the "free installation" was not so free. I was charged $100 on my bill for installation. Customer service has been contacted several times to inform them of this mistake and to get the mistake corrected. We were promised the mistake would be corrected as soon as the next bill came out as our account had a balance lower than the $100 install charge. As usual the word of their customer service representatives can not be trusted. Now my services have been shut off due to the failure of Cox Communications to perform their job correctly and I am getting calls from a collection agency. I have called Cox yet again to be cussed at and hung up on by one of their not so professional employees. I refuse to be treated this way and if this behavior is found acceptable at Cox Communications you can count me out of being a customer.Desired Settlement: I believe I am not only entitled to my account being credited the $100 installation fee that was supposed to be free in the first place but that I also get credited for the fee tacked onto the account when services are interrupted. Also, due to the harassment and ongoing issues I have had with this company I believe I am entitled to some compensation for my time and being treated the way I have been. Cussing as customers if not acceptable.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding the billing issue described in his complaint. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receiving this complaint I did a thorough investigation into the specifics of the customer’s concern. Account records from the customer’s previous address do show that on November 30, 2011 the customer was promised a credit for the installation fee and a credit for a free month of internet service due to install problems. The credits were not issued to the account in a timely manner. On January 22, 2012 the credits were issued to the customer’s previous account plus an additional credit for a wallfish charge. It doesn’t appear that there are any issues with the customer’s current account. 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. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Consumer

Response:

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.In May 2013 I relocated to a new address. Upon contacting Cox Communications to transfer my services I signed up for the phone and internet package at approximately $56 + tax with free installation. An installer came out as scheduled and installed, simply plugging the equipment into the already existing Cox lines. The next month’s bill arrives of course containing an installation charge which was supposed to be free. Cox was contacted 3 times to get this charge deleted from the account. Of course, nothing was done about it and my services were turned off due to Cox employees who were apparently unable to perform their job. After contacting Cox I was informed that my account had been forwarded to a collection agency and the only way the collection agency would forward me to a Cox supervisor is if I paid a portion of the bill. I paid $110 in order to be allowed to speak to a supervisor. After speaking to the supervisor my account was to be credited the $100 and I was being sent a dispute form to fill out and return. With the $110 payment and $100 credit my account should have been positive! After all of this I have been hung up on by your unprofessional employees and refused the ability to speak to a supervisor on many occasions. It has now been over 2 weeks and of course no dispute form has been received. I received the bill which claims I have a past due balance of $29.99 and a current services charge of $89.99. This is completely incorrect as my monthly services are only $56 a month and after the credit my account should have been positive as my payment would have over paid the account. This is not the first time I have been through this battle with Cox Communications and their unprofessional employees. Approximately 2 years ago I went through the same battle with a supposed free installation that ended up billing me $400. I ended up dealing with a supervisor named April who then resorted to not answering my phone calls or returning them. If this is the way Cox Communications treats their customers then I no longer want to be a customer of this place. I am always treated like crap, my bill is NEVER correct and there are ALWAYS mysterious charges that appear on my bill. As well as late charges I have been charged due to my service being shut off for the $100 installation fee not being deleted as promised on several occasions. Dealing with this company has been nothing but a nightmare for me. I will not longer deal with a company that claims your plan is a certain price only to charge you more with each bill. I need the internet for my school work so if Cox can’t get together I will terminate my services. When I sign up for a service at $56 a month I expect my bill to be $56 + tax each month not whatever Cox feels they should profit off me. If this does not get resolved with my bill being normal, compensation for having to deal with this for over a month and compensation for charges due to service termination that was not my fault I will simply take my business elsewhere. I would like my account to be handled. My bill to be the normal amount (FROM NOW ON), the installation charge to finally be dealt with, my charge for service termination for the install charge to be credited, compensation for my time and frustration with dealing with this and a formal apology for the unprofessional conduct displayed by the Cox Communications employees.Regards,[redacted]

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding the billing issue described in his complaint. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. The customer’s service started on May 9, 2013 with the first bill mailed on or around this same time frame. The due date was May 26. On June 1 the next month’s bill was mailed and the current balance was added to the past due amount. Because no payment had been received a late fee was assessed to the account. The payment for the past due amount was received on June 21 which meant that $87.03 was due by June 25. No other payment was received by July 1 when the next month’s bill was mailed. Consequently, a late fee was assessed and the services on the account were placed in a soft disconnect mode meaning that once a payment was received the service would be reactivated. A payment was received on July 25 which led to a reactivation fee being charged to the account. On July 29 the customer called regarding their internet connection and requested to speak to a supervisor. The agent transferred them to the supervisor line but the call was lost during the transfer. I do apologize for any poor experience with any of our agents. Any actions such as what the customer describes is certainly not acceptable. In light of the fact that the customer alleges that she was told the install would be free; all install charges have been credited along with a late fee. The customer can call our care center to ask what the balance is and how much her monthly charges are. 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. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: I have called Cox three times before with complaints of being over billed for services I wasn't recieving. Each time, they've corrected and issued refunds. The final time I called it was because my bill was higher than it should have been. On the third time I called I was sent to customer retention because I was unhappy with how high my bill was compared to the services I ordered. It was supposedly rectified with me agreeing with a bill that would be around $150 a month approximately two months later I noticed my digital receivers not working, I called tech support. They informed me that my services had been downgraded because someone had erroneously put in a request and it was just now completed? I figured since that bill had been around $100 that was fine and I'd keep the services as is if the bill would remain around that amount. I was told that it would. The next month my bill skyrocketed again to $159. I called customer service to figure out why and each time I was transfered to a different department or and hung up on twice by two different tepresentatives. I spoke to a total of NINE customer service reps and the last one explained to me that I did not have "BASIC" cable as I was led to believe and now I was paying for "Basic" Cable and a "starter" package to the tune of $73.00. + $35.00 plus applicable taxes and a reconnection fee even though my services were never didconnected. After I had talked to about the fifth representative with no help I requested that they disconnect my services but not until it was explained why that my bill was so high. She put in the request anyway and when I had asked to speak to a supervisor she put me on hold and then disconnected the call. By the time I finally got to the last representative by service was already cancelled and she could not help me further with my billing issues since the prior representative put on the request. I am writing in dispute of the bill itself because each and every time I've called Cox it's unclear of the services I actually have, the pricing changes and there seems to be a general confusion by the customer service agents insofar as what's going on with my account and how much I should be actually paying. It seems they have bait and switch tactics or a pass the buck mentality and now I'm left with a final bill that I cannot dispute or remediate due to the fact the representative cancelled my account before I got an explanation as to why the fees were so high. This is unfair.Desired Settlement: I don't mind paying for my share of services used. But I refuse to be erroneously billed as I was in the past. I was told that my services would not exceed $100 by one of the representatives. I feel that that amount is fair along with any additional prorated fees based on that amount.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her account billing and recent experience with our Customer Care Center. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.Upon receipt of this complaint we were able to make contact with our customer on 7/28/15 to address her concerns. To begin our conversation we assured our customer the experience she had with our Customer Care Center was not one that we as a company find acceptable. We provided our customer with the assurance that her feedback is incredibly important and will be used to address these concerns with the leadership of the Customer Service Representatives she had spoken to by telephone. Additionally, during our conversation with our customer we provided our customer with a full explanation of her account billing, fees, prorates, and balances to provide her with a thorough understanding of the account billing. In addition, due to the frustration she experienced, we did provide our customer with an adjustment to the billing for this account. While we understand our customer may still be frustrated due to the recent experience, we truly hope she understands that her satisfaction is of our highest priority and it was our genuine desire to address her concerns with her.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.[redacted]Executive EscalationsCox Communications

Consumer

Response:

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.The representative I had spoken to was patient and more than courteous and I really appreciated the concern he had about my experience. However, I don't think we were on the same page of my concern of the amount of my bill in that I had asked Cox for something along the price of $100 and was assured by the representative that my bill would be close to that amount monthly. That was actually the reason for my call. I was getting less services for the same amount I had paid for for digital service and all the other bells and whistles. $159 a month for cable channels of less than 100 and Internet and a phone I never really used. I had paid the same amount for digital extended cable and HD. I really feel like I hadn't gotten what I asked for and for some reason it was difficult for us to get on the same page about that. He did refund me the late fees associated with my account but I really feel I got fleeced by COX in general and I'm still left with a final bill for services I had not really wanted. You can never really figure out what your fees are vs what you're getting. The vagueness of how they charge needs to change.

Regards,

Business

Response:

We appreciate our customer taking the time to voice their additional concerns regarding their recent complaint. As a customer service oriented company we take great pride in assisting our customers and we welcome the opportunity to help our customer. Upon receipt of this rebuttal we did attempt to reach our customer again on 8/6/15 and 8/7/15 but we were unsuccessful. Although we were unable to speak to our customer directly for this rebuttal, we did speak with them at length regarding these same concerns on 7/28/15. While we understand our customer may be frustrated with their account billing, we did explain this information to her and we do find the remaining billing amounts to be valid. Although we realize this has been a frustrating experience, we are unable to justify any further account adjustments beyond what we provided in our conversation with her on 7/28/15. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Review: When I called Cox Communications to see if there was a special going on now for Showtime, I was told there was. When I requested the special the customer service issue was not able to add me to this special rate. When she contacted the customer retention department, they would not allow me to have this special rate. I wanted to discontinue HBO and begin Showtime at the rate I was originally told I could get. The Retention department said I couldn't get it. They said to get any special rate I would need to Premium channels where I would get the second one at a discount. I only wanted to have Showtime and not HBO. I have been a loyal Cox customer for over 13 years. I am not happy with them and will most likely begin looking at other providers, including Satellite TV, etc., unless they are willing to give me better service. I have spent thousands of dollars with them and have phone, Internet, and cable tv.Desired Settlement: I would like the discount for Showtime as I was initially told I could have. I only want this for Showtime and do not want to have another movie channel in order to get the discount.

Business

Response:

July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the challenges that the customer brought to the attention of your office. We did attempt to reach the client by phone but were not able to reach her, or leave a message. We did send the customer correspondence via email. Our records confirm that on the 11 of this month, our Customer Service Department was able to assist the customer and added the Showtime on to her account, with a discount. After reviewing our available promotions, we didn’t find a better rate than the customer already has. We appreciate the opportunity to assist a valuable customer! [redacted]/Cox Communications Executive Offices/ [redacted]