Cox Communications, Inc.

Review: I was lied to about the price for my service. I was told my internet and tv service would remain the same for 2 years.

In return for signing up for 2 years I was promised the same price which did not happen. They bait and switched me. I would have left them but now im stuck in their contract of lies.Desired Settlement: They should adhere to what I was promised via phone, if not it is clear bait and switch.

Business

Response:

July 7, 2015Revdex.com complaint # [redacted]We were sorry to hear that the customer felt that our company misled her in regards to pricing. Review of the account indicates that our Customer Service Department advised the customer on June 4, 2015 that although her rates were locked with the PLG-Price Lock Guarantee for two years, the temporary promotions that the customer also had on her account did expire after 12 months. Further review of the account in January 2015 confirms that our sales agent spoke to the customer regarding her rates, confirmed the pricing of the short term campaigns that were on her account, and added the PLG to her account, at her request. We sent a copy of the January 2015 billing to the customer, which details and outlies the services and agreement pertaining to her PLG and campaigns. All of our customers have the ability to review up to 18 months of the billing via our website at www.cox.com/[redacted]. We also tried to reach the customer at the contact number on her correspondence to you, to no avail, as well as her home phone number. We did leave messages and our direct contact information should the client need to contact us directly. We hope this information has been helpful to the Revdex.com. Thank you.[redacted]/Cox Communications Executive offices/ [redacted]

Review: I transferred service when I moved. I transferred the exact same service which I was paying around $50 a month. I received my next bill which was for $227.00. When I called [redacted] to inquire about how did my $50 bill balloon to $230 they gave me the explanation of they charge for this, they charge for that. They gave me a long explanation of how they calculated all these different charges. When I inquired about moving I was not told about all the hidden fees that they would charge as a result of the transfer. I have been a loyal customer to them and pay my bills on time. I feel they are taking advantage of me by adding several hidden charges.Desired Settlement: Adjust the bill to remove all the hidden charges of the installation fees and all the other hidden charges that they added to the bill and only bill me for the service I actually used, not what they can add on.

Business

Response:

August 15, 2013

Review: I have been a cable customer of Cox Communications for approximately 14 years and pay my bill on line on a monthly basis. In recent years, 2013 & 2014, Cox has continual raised my bill. The last increase was received on my January 2014 billing for $189.03 (copy of statement enclosed). I called the customer service phone number on 2/1/14 and was on hold and later informed that I would need to call back on a weekday to speak to customer retention. The hold time was 27 minutes long (Copy of Calls enclosed). I called again on 2/3/2014 and was placed on hold for 14 minutes (copy of calls enclosed). I called back again and was on hold for several minutes and finally to spoke someone to get the bill lowered.

They advised that the only way they could determine a different rate was to change the various service plans to arrive at a different rate. After changing the various plans, I was informed that it would save me approximately $11.00. Therefore, I requested that nothing be changed and to keep the services as they were previous to the change. I was advised that everything was changed back to the original services. However, I discovered the next day that the majority of our services still had not been switched back and many of the services were not even available. I called Cox again on 2/4/2014 & 2/7/2014 (copy of calls enclosed) and these calls lasted 23 and 19 minutes to once again try to resolve this issue. I spoke with a Supervisor and he advised that he would get everything switched back and would even save me $2.00 per month off my regular bill. I advised that my services had been interrupted for the last week and he stated that he would provide a credit for this issue. I went to pay my bill on-line on 2/17/2014 and the bill was $141.20 Copy of Payment receipt enclosed). Therefore, I thought the issue was resolved.

However, I received my February billing statement and it reflected the amount due of $233.18 (copy of statement enclosed). I reviewed the statement and noticed that the bundle discount that I was receiving had been discontinued and the services had been changed and were not the services I had previously had prior to the January billing. I once again called Cox on 3/3/2014 (copy of calls enclosed) and was placed on hold for 4 minutes. I called back again on 3/13/2014 (copy of calls enclosed) and was placed on hold and after 20 minutes was able to speak to a representative. I advised her of the whole situation and she advised that I had lost the bundle discount do to changing my services. I explained that I had not changed my services that there representative changed them to see if they could lower the rate and later was to change them back. She stated that she would see what she could do but could not guarantee that she could reduce my bill but would try to get my payment back to the original amount of $180.00 which is what my bill was normally prior to all this. I went to pay my bill on-line on 3/23/2014 and it reflected a balance due of $167.75 (copy of payment receipt enclosed). Therefore, I thought that surely the issues had been resolved. However, I received my March 2014 bill (copy of statement enclosed) and it reflects a balance due of $256.33.

I have now been trying to get this issue resolved for 3 months and I have made repeated calls to Cox Communications which resulted in me spending over 2.5 hours of my time on the telephone to get this issue resolved with no positive outcome. The hold times and speaking with a customer service agent has resulted in no changes to my bill and the excess that was supposed to be fixed has just been rolled over into the next month billing.

Desired Settlement: I'm writing this letter because since this is happening to me, it is probably happening to other customers as well and this type of customer service should not be allowed or tolerated by anyone. I have tried unsuccessfully to deal with your customer service department by telephone to the detriment of over 2.5 hours of my time. I will now contact the billing dispute department, the City of Chandler which is the local franchise authority, CEO of Cox Communications, [redacted], the [redacted], The Revdex.com and the [redacted]. Maybe once I generate letters to the various entities someone at Cox Communications will review their customer service policies and their billing policies and get things straightened out. I will anxiously await your response.

Business

Response:

Revdex.com Complaint – No. [redacted] – Mr. [redacted]

Review: We turned in a Cox supplied modem on 10/19/2013 to a Cox Communications store. Cox Communications continued to bill us $6.99 every month for 18 months for Gateway Model Equipment (which we turned in). After catching this equipment fee on our electronic bill I contacted Cox Communications. The first customer service representative, [redacted] in [redacted] (Tier 1 technical support), was able to only credit back 2 months ($13.98). After pressing the issue further, [redacted], supervisor in [redacted] only credited back 12 months ($83.00), plus $1.86 for a partial monthly equipment fee. According to my records, Cox Communications still owes us $26.98 for 4 additional months. They charged us for a service (equipment rental) that they were not providing.Desired Settlement: The desired outcome would be for Cox Communications to credit us the remaining $26.98. This return fee is for the remaining Gateway Modem Equipment Fee overcharge (charge for equipment or service that was not provided.)

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding their account billing. 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, we were able to speak with our customer on 4/27/15. During our conversation with our customer we were able to come to an agreement on an additional account adjustment to resolve the situation. We are confident that we can now consider the issue at hand resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications

Review: It is very concerning to see all these complaints posted below. I purchased a home in Mesa in Feb. of 2016. I have had several issues with the svc. I paid for the preferred plan $65 a month. I was told by the sales reps and cox online that entry level svc would be more than sufficient.I went a step higher to try and prevent any issues.(David Ortiz the manger servicing the Mesa area) has been made aware of the issue constantly and failed to fix the problem. He assured a solution, sent out 2 installers and the 3rd time came out personally with a field tech. First, they reinstalled, second they tried a dual band modem in which they wanted to charge me an additional $7 a month for and third when David Ortiz (SVC Manager Mesa) came out with Joshua (Field Tech Mesa) they ran another line through my attic, removed the modem from the spare room and placed it out on the entertainment center and hard wired 3 devices (TV/Surround Sound/PlayStation)assuring me this would fix the issue.Leaving only my notebook and cell phone running off wireless.

Cox online customer service has issued a credit for a portion of my bill the last 2 months. They have created a (few) field service escalation tickets with specific documentation of the multiple issues, that were sent to the AZ location. They(Cox Customer SVC) have no idea why this issue has not been resolved. The online techs have agreed on two different occasions there is an issue with the connection and the svc tech needs to come back out. I was told by (David Ortiz Mesa Manager)that (Charlie Foster regional manager AZ) or (Brian AZ) no last name given would be contacting me for a solution and follow up.David even stated I am in a low volume area and my service should be great!However, he has failed to put me in contact with any of his supervisors. I am still being charged and the problem is not fixed.

I'm still having all the same issues! Slow notebook and phone connection, constant pause and buffering during the streamlining of any online movie viewing or music. (pandora,amazon prime, netflix) If you are in the East Valley and recognize any of these names, I caution you to do your research. I'm still waiting for a solution and will be forwarding this email to the Revdex.com. As a new customer I am extremely disappointed, they have taken more time and caused more issues then I have ever imagined possible. Please take note of the names below if thinking about purchasing Cox Internet and do your research.( I HAVE LISTED SOME CONTACT INFORMATION, I DO NOT ADVOCATE OR CONDONE HARASSING OR BAD MOUTHING OF ANYONE EMPLOYED WITH COX. THIS IS ONLY TO DO RESEARCH IF THINKING OF BECOMING A COX CUSTOMER IN THE AREA SERVICED BY THOSE LISTED BELOW) Hopefully reading this post will save other from going through the same unpleasant experiences that I have had.

David O[redacted](Store Manager [redacted])

Charlie [redacted] (Regional Manager AZ)

Brian ?? (Unknown Management Position AZ)

Joshua ([redacted])Desired Settlement: Help obtain credits in billing for loss of time and service until issue is resolved. Some credits have been made for service but none for loss of time. It has been document by cox customer service and is an ongoing issue. The major problem being failure to contact and resolve in the MESA AZ AREA.

Business

Response:

Revdex.com Case# 11394236 We regret to hear of any inconvenience that our customer has experienced with our company. We spoke to the customer directly on 4/22/16 regarding his concerns. We advised him that while we were sorry to hear of his experience and ongoing issues, our Field Leaders are confident that we have done our due diligence and made every attempt to provide him a resolution. At this time, we have verified everything at the plant and the customer’s home has been resolved indicating the issue to be with his personal equipment. Recognizing that we could not satisfy the customer, we offered to schedule a disconnection and provide a refund should he wish to pursue other options for a service provider. No changes were made during our conversation but if he wishes to proceed he can contact us back or our Customer Service Department at [redacted] or [redacted]. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

I spoke with Jessie out of the Deer Valley office and not only was he extremely insensitive to the situation, he offered no actual solution.He also told me I'm not a tech so I don't really know anything about the situation. I just follow up with our lead field service techs and report back what they say.I need time to set up with another service provider which should take about 2 weeks. I am in training from 800-500 pm all next week. I believe I should be reimbursed 100% and compensated for my loss of time. Also, corrective action should be taken to assure David O[redacted], Joshua (the field service tech) and Charlie F[redacted] do not continue to be deceitful and fail to hold their employees accountable for their actions. I had several issues because of poor customer service and dishonesty by the entire company in the (Mesa AZ,southeast area). Joshua the field service tech, David O[redacted] the manager, and Charlie F[redacted] the regional manager, all should be held accountable. They will continue to take advantage of customers in the area if we just right this off as resolved. They have not even extended an apology for there poor customer service. We still have the exact same issues that I expressed concern about in the original complaint. Streamlining issues with Amazon prime, netflix, pandora, spotify, and now direct tv on demand. Buffering issues with inappropriate download speeds. Cox, the people listed above, blatantly lied several times.

Business

Response:

Revdex.com Case# [redacted] We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback and that is has been forwarded to Field Leadership. Regarding reimbursement, we advised the customer that we will reimburse the charges of the service as a courtesy but we will not be moving forward with any additional compensation. Sincerely, Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: On March 7th 2015 I contacted Cox Communications to shut off my internet service due to my relocating to a new residence. At this time I was unsure when I would be able to continue service and chose to cancel as opposed to transferring. I used the tools provided on Cox.com to request a shut off of my service. I received an email requesting for a Cox Representative to speak with me on the phone. I responded to this email stating I was unable, at the time, to conduct the call and conveyed that I wanted my services terminated. In response to this I received another email, from a separate representative, stating that he, [redacted], had "After verify your account, I found the account is canceled". [redacted]. is a Cox E-Care Specialist.

On March 25th I was notified of a charge on my bank account for Cox Communications for the supposedly "canceled" account for an entire month of service. I responded to the email chain I was previously used to continue that discussion and after multiple attempts my questions and complaints were never addressed. I called and spoke with 3 separate Cox Representatives on April 10th 2015, first was a transfer from Customer Service to billing. The woman I spoke with in Billing, after explaining the situation, stated that I must be transferred to Reclamations and that they would be able to rollback the charges and apply that credit to my new account. Upon transferring to Reclamations I was told that "no one has looked at your account since December 11th". This statement conveyed to me the complete and utter disregard Cox Communications has for it's customers. I was charged for services that were "verified canceled", I was lied to about my account being canceled, and I am unable to even access my account on Cox.com due to the constant technical issues, all of which have been reported by numerous other customers. At time of this complaint I have been unable to access my account on Cox.com to remove my payment information to prevent further illegal charges for services not rendered.Desired Settlement: Refund for services charged on my old account dating Mar 8th through the present. Cancelation of my current account without charges.

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to disconnect his prior account. We sincerely regret the inconvenience that he experienced with our company.We spoke with our customer to apologize for the poor customer service experience and disconnected both accounts as he requested. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Review: I have been a Cox customer at the above location since prior to March, 2013 when I had telephone only service installed. Sometime prior to October 15, 2013 I called to have additional services installed in response to a mailer I received indicating offer [redacted]. This offered a 2-Year Price Guarantee for bundling TV and Internet with my home phone service for as low as $99.99 a month for 24 months including [redacted]. That’s two years of guaranteed savings with [redacted] at no extra charge, plus FREE Professional Installation.

When I called Cox and ordered this service under this Offer [redacted], I was told that the total monthly billing would be $144.49 and would not increase for 24 months. I was told the total of $144.49 consisted of: $99.99 base bundle, $8.50 receiver, $10.00 DVR, $10.00 Contour, $7.50 FCC, and $8.90 tax, and including free [redacted]. This is what I contracted for, but not what I have received. I have been trying to get this corrected for 8 months now, with no progress. Following are the details of the events and my efforts. I apologize in advance for the length of this letter.

When I received my Nov. 3, 2013 statement, the first detailing the monthly charges, it indicated the charges for Oct. 15 to Nov. 1 were $94.36 -or close to $190 per month instead of the contracted amount of $144.49. In addition, the installation charges were $160 instead of being free as indicated in Offer [redacted]. About November 27, 2013 I called to have both the monthly billing and the installation charges corrected. As a result I received a credit for $123 for installation charges on my Jan. 2, 2014 statement but no adjustment for the overbilling of the monthly charge.

Despite a number of calls and emails since, which I will detail on a following page, my monthly billing has continued at an incorrect rate: $186.xx Dec. 2 and Jan. 2, and $196.xx each month thereafter through the present. And I have never received the free [redacted] I was promised, nor is the Contour package working (which I am billed $10 monthly for).

Despite ongoing telephone and email requests, I have received no explanation for these ongoing overcharges. I feel I have exhausted all efforts with Cox and have now protested these charges with my credit card company. I have discontinued my TV and Phone service so that the problem does not continue. I am now receiving Internet only service. I have requested my credit card company to no longer accept the monthly automatic charges from Cox. I have notified Cox that future bills will be paid by mail-ins by me and not automatic credit card deductions.

The overbillings now total $439.12 through the May 2, 2014 statement date and are detailed at the end of this letter.

Following are the details my efforts to get this corrected.

1. November 27, 2013. Called about incorrect installation charges and incorrect monthly billing indicated on my 11/3/2013 Statement. Was told my monthly charge would be corrected to $144.49 which includes all taxes, and I would receive a $123 installation credit. I did in fact receive the $123 installation credit on my 1/2/14 Statement but no correction of monthly charge.

2. January 6, 2014. Called about failure to have monthly charge corrected. Was told that there was a pending credit for A/R Adjustment-Single S in amount of $86.97 dated 1/3/14 and that I would eventually get this and that my future monthly bill would be $144.49. In fact I have never received this credit and my subsequent bills have never been corrected.

3. February 13, 2014. Talked to Elaine, a Supervisor. Was told there was no UET Ticket created from my previous calls, but that she did note there had been previous calls. She created a UET Ticket #[redacted] indicating my request to have my monthly billing corrected to $144.49 and to receive credit for past overbillings. She indicated that I should expect resolution by approximately Feb. 27. She indicated she would personally call me when she received resolution on this. I have never received a call from her nor was the billing corrected.

4. March 16, 2014. I initiated on your site an email to Customer Care outlining all my issues detailed above. I received an email dated March 17 which was non responsive and asked for unrelated information.

5. March 17. I supplied the unrelated information requested and received another email dated March 17 indicating I was not qualified for the bundle I contracted for.

6. March 17. I emailed requesting what qualifications I lacked. I received an email dated March 17 indicating the Customer Care website could not handle my type of request via the website. It further requested I contact via telephone.

7. May 28. Requested my credit card company to no longer honor monthly automatic billings from Cox. I requested credit card company to contest the charges.

8. June 3. To avoid further overbillings, I notified Cox to discontinue TV and Telephone service. Confirmation [redacted]. That was handled correctly.

9. June 6. Returned all equipments to Cox Solution store and obtained receipt. I asked what the outstanding balance was on my June 3 bill after the cancellations. I was told it consisted of $209.26 in chargebacks for the amounts the credit card company had charged back Cox at my direction. And an additional $75.07 for partial month charges on TV and Telephone and full month charge on Internet. I paid this amount at the store, leaving a balance of $209.26 per above.

10. June 16. Changed my billing method from automatic deduction to mail in payments.

11. June 17. Renewed my efforts to talk to somebody about this and get it corrected. I signed into my account on-line and saw a balance due of $97.33. As discussed in Item 9 above, I presumed the balance would be $209.26. I was hoping some small progress had been made in crediting me for the overbillings. After calling and being transferred and dropped and calling again and being transferred and dropped again and calling again, I was informed that your online records are not current and that I must call your automatic telephone system to get the correct balance. Go figure. But it was then verified that the balance was indeed $209.26.

12. June 17. Again talked to the Billing Department about my overbillings. Was finally advised that UET Ticket #[redacted] had determined that the Offer I had been told I was getting had expired in September prior to my requesting service. Of course I was not told this at the time and was specifically told my billing would be $144.49 for 24 months. The rate I have actually been charged reflects zero discounts and no special offerings, probably making me your only new customer to be charged full price their first year.

13. June 17. Billing Department indicated they could do nothing and that my only recourse was to the Loyalty Department and failing that to file a Complaint Form. I was given the number to call and the options to select to get to the Loyalty Department. Surprisingly the options I was suppose to select were not options offered when the call went through.

14. June 17. Eventually did get through to Loyalty Dept. I was told that I would have to deal with Billing. I am starting to get dizzy from the circles I am being directed in. I was told I could be transferred. In the past that had been the death sign-every transfer resulted in being disconnected. The gentleman indicated he would stay on the line with me until the transfer was completed and took my number in case we were disconnected and indicated he would call me back if we were disconnected.

15. June 17. We were unable to get through to Billing. He indicated he would personally raise the issue to a higher level called Payment Research & Corrections at the Customer Care Center in Phoenix and provided me with their address (Customer Care Center, [redacted]). He assured me they would call me back. I also requested a Complaint Form from him in case this did not get resolved. He indicated he would mail it, but could not email it.

16. July 5. (Billing Question [redacted]). One final attempt to resolve. Sent email requesting the name of a specific person who could deal with my request and requested that person call me. Indicated that I would file in small claims court if I was not furnished a name and was simply referred to your telephone line once again.

17. July 10. Response to my July 5 email again simply referred me to your telephone line. I responded that as I indicated in my July 5 email, this lack of response would result in my filing a claim in Small Claims Court. (Billing Question [redacted] 18. July 11. Received email from [redacted]. indicating this had been referred to a higher level and that it would take 14 days to get resolution and call back.

19. July 17. As of today, I have not received the Complaint Form I was promised per Item#15 above.

20. July 18. Returned a call from [redacted]. I had hoped this was a call to resolve this issue. Surprise! Calling to tell me about past due balance NOT to correct the overbillings.

21. July 18. As of today, I have not heard back from Customer Care Center as promised in above Item#15

Cox Billing Issues

as of 7/18/14

Statement Date Period Covered Billed Contracted

Overcharge

Contour Charges Included in Billing but not Operational

November 3, 2013 10/15 to 11/1 94.36 79.98 14.38 5.54

November 3, 2013 November 200.42 144.49 55.93 10.00

December 2, 2013 December 186.47 144.49 41.98 10.00

January 2, 2014 January 186.52 144.49 42.03 10.00

February 2, 2014 February 196.80 144.49 52.31 10.00

March 2, 2014 March 196.80 144.49 52.31 10.00

April 2, 2014 April 196.81 144.49 52.32 10.00

May 2, 2014 May 196.81 144.49 52.32 10.00

Totals 1454.99 1091.41 363.58 75.54

75.54 Contour Service billed but not received (included in the contracted amount of $144.49)

Total Overbilling thru May 2 Bill 439.12Desired Settlement: Company honor the prices quoted when I initiated TV service and send me check for $439.12 overcharges on statements from 11-3-13 through 5-2-14.

Business

Response:

July 29, 2014

Review: I moved from my home on Dec 31, 2013. My renter moved in on Jan 1, 2014. As a good faith gesture I left the internet on through Cox so that my renter would not have to wait to get service. On Jan 7th my renter called Cox to set up internet, someone came out and he was set up on my modem. Cox was aware that my renter would be taking over my internet. Fast forward to mid Feb. I start getting calls from Cox that my bill is past due. I go online to try and pay and the balance is $0. I thought that this would be the bill that I would bill back to my renter. I was billed for $103.98 so I send it to my renter and I pay the bill.March 1st, my renter informs me that he is also being billed separately from Cox so he is not going to pay me for the $103.98. Confused, I call Cox to straighten things out and request a credit on the account because we were both paying them. I am told by the customer service person that there will be no refund because we both signed up for service. I say no wait a minute, you've been charging (2) separate people for the same line going into the home, look it up. Her response then is that they cannot help it if (2) people sign up for service. I respond, so if 10 people in a home sign up for service and everyone's using your 1 line that doesn't raise a red flag and tell you guys something's wrong? She says we signed up. I immediately tell her to cancel my service.About 15 minutes later my renter is calling me because he has no internet service and realizes that I called to cancel my service but they must have cancelled his too. I get on the phone with my renter who is understandably upset and realizes that this is Cox who has it all wrong.I now have to track someone at Cox down to make them see that charging 2 people for 1 line is not the best business practice and a refund is due to me. Sadly, Cox was my go to internet service provider. Today, I'm looking for other options. I don't recommend them. Poor Service and bad business practices.Desired Settlement: I would like to be refunded for the money I was charged. If my renter was charged for the same usage on the same modem, they knew and continued to charge both. Only one person used the service, I no longer live there.

Business

Response:

April 2, 2014 Complaint ID # [redacted] We would like to thank the customer for contacting our company regarding the billing on her former account and her request for a refund of service. We regret the difficulty and frustration this matter has caused her. We’ve reviewed her account, and the account setup by her tenant. We show that the tenant initiated their service on January 15th of this year. Therefore, we have adjusted and applied a credit for service charges from January 15th to when the customer’s account was closed on March 1st. This credit comes to $73.60. We will issue this credit in the form of a refund check and have requested fulfillment and issuance of this check be included in the next refund batch processed. We will have this check mailed to the customer’s current address in [redacted]. Should the customer have any further questions regarding this matter we are always available toll free at [redacted]. We apologize if as a result of this incident the customer has lost confidence in our commitment to providing outstanding customer service. Thank you for your time and consideration. Respectfully, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

Review: Now, 10 years later Cox Communication is claiming that the new $8.50 charge is not for the analog box,

but for the signal going to the analog box. My monthly cable bill averages $145/month. Within that

charge is $69.59 for "Cox Advanced TV Preferred" service which includes most channels through 199. In

addition to that I pay $1.80 for Advanced TV Service, $10.00 for DVR Service, and $8.50 to rent the

Advanced TV HD DVR Receiver box. If I own the analog box, pay for the service, why is there a separate

charge to " receive the analog signal" if I've already paid for the service? Esse ntially this move is

rendering the analog box useless and no better that the cable signal going to televisions without any

cable receiver connected forcing me to pay for another rented receiver even though I purchased the

analog box from Cox.Desired Settlement: By copy of this letter I am requesting in writing the pricing guidelines that pertain to customers that

have purcha sed Cox equipment and the additional expense associated with maintaining cable TV service

while in possession of that equipment. I read through the contractual agreements and cannot find

those details.

Business

Response:

We have contacted our customer and reached a satisfactory resolution. We apologize that our customer felt the necessity to write to the Revdex.com regarding his billing issues. We want our customer to know that we are deeply committed to being his most trusted provider of communication service and apologize for the inconvenience that he experienced with regard to this issue.Thank you.[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Review: I do not have service with Cox Communication and have told them this for almost two months now. However I continue to get harrassing phone calls and letters weekly about them turning me over to collectiosn for unpaid bills for service I do not have.Desired Settlement: Leave me alone wiht phone calls and harrasing me with letters from collections.

Business

Response:

Revdex.com Case No. [redacted] – Ms. [redacted]

Review: I made a previous Better Business complaint, which was resolved by [redacted] by crediting my account for the horrible way I have been treated by Cox as a new customer. However, after saying he was taking care of my account for one month, he then left a balance of $59.66.

Which I found out about after getting a phone call stating that my cable was being shut off. I called customer service and requested to speak with [redacted], and was told I was not allowed to. However, I was told that someone would get a message to him and yet on Friday March 28th I never received a call from him.

Then after looking up my account was when I found out I still had a balance due and finding out I owe over $150 for April. Which is hard to afford when you get told you would be on a program for around $100 a month.

I was told I would only have a bill of around $100 a month. Wow once again I am being lied to by Cox about how much I am paying a month.

I also had two men from Cox come and visit me on Sunday 3/30 wanting me to pay my balance immediately and wanting to know why I had such a high balance.Desired Settlement: $109.66 credit on my account.

Business

Response:

April 8, 2014

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

We would like to thank the customer for taking the time to file her concerns regarding the credit issued to her account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

In my initial response to the Revdex.com I specifically stated that the one month credit was for video service only. At the time the credit was issued the customer owed $160.76. After the credit the balance was $94.29. Then the customer’s next month bill printed which added her normal monthly bill to the $94.29 which brought her current balance to $214.61 with $59.66 as a past due balance. The late fee was credited on March 28 leaving a balance due of $206.23.

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.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office 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.

I do not accept your response, and would like the credit as requested and discussed in my Revdex.com complaint. To not even call me is disregarding me as you feel I am insignificant. When I called in even the woman I spoke with looked at my complaint and response and said that the whole thing should have been credited and was not and she did not know why it was not.

If you don't I guess I can always go with [redacted] which is cheaper for more channels. I am so sick of COX at this point. IT IS OBVIOUS YOU COULD CARE LESS OF WANTING TO KEEP ME AS A CUSTOMER.

Regards,

Business

Response:

May 5, 2014

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

We would like to thank the customer for taking the time to file her concerns regarding the installation of additional outlets and the subsequent problem with her phone service. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

Prior to my issuance of a one month credit for her video service the customer owed $160.76. After my credit the customer owed $94.29 and was due on March 16, 2014. On March 23 the customer’s next bill printed and the $94.29 was carried over.

In my reply dated April 8 I explained that the $59.66 was a past due balance and that the account balance after the late fee credit was $206.23 which included the past due balance of $59.66. The customer made two payments on April 8 which brought the balance to $63.09. Shortly after her April bill printed and the $63.09 became past due.

The customer’s current balance is $183.87. The past due amount of $63.09 is due before May 13 to avoid a service interruption. The remaining balance of $120.78 would then become due on May 16.

The customer’s monthly bill is $108.49. With fees, taxes and surcharges the total monthly is $112.40.

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.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: Our issue is with the billing of phone number [redacted] from Nov. 14 to Oct. '15 In Nov '14 we specifically advised Cox to reinstate our preexisting long distance plan of .05/min N. America after it being placed on "vacation" as we are AZ winter residents. We had a history of being on this plan with Cox since Nov. '09. It came to our attention recently that Cox did not uphold our very clearly stated directions and arbitrarily put us on a .57/min plan. In examining our bills, I have determined their mistake cost us approx. $400.00. As well, they did not automatically withdraw our March '15 payment until Sept. '15 and instead of charging us the original amount of $163.39, they charged us an extra $16.33 in late fees for a mistake that was clearly theirs. We understand it is our responsibility to review our bills for any errors and going forward we have requested paper copies to facilitate this. As well, we believe a business should fix mistakes they are responsible for. We spent over 2 hours on the phone trying to resolve this issue with a rep from Cox to no avail. We were told that it was over 30 days since the mistake was made and there was nothing they could do. But they had no issue fixing their March billing mistake 180 days later when it benefited them.Desired Settlement: We believe there should be no statute of limitations on theft and that Cox should apologize for stealing our money and return the overpayments to us by cheque.

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.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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.I am very grateful for the role the Revdex.com played in helping to resolve this dispute. I am also pleased with the way COX handled this formal complaint and their willingness to finally resolve it.

Regards,

Review: Cox offered a bundle package & equipment at a rate. They did not give me all the equipment they billed me for & charged me more for the service as well. Upon receiving my bill, I called to clear this matter up. It was quite exhausting. They put me thru the ringer, but did adjust the bill . I thought that was that. Unfortunately, they rebelled me on my next statement for everything again. So, the battle stars all over again. I have been with Cox for 20 years & have been a good loyal customer. After dealing with them on their home security system, I wish I had never done it. I am ready to close my entire account with them & definitely will, if this matter is not cleared up immediately once & for all. They have over billed me by $150,00 again. I need your help clearing this billing issue up once & for all. They cannot treat & cheat customers like this. Again, I have been with them for 20 years & never had Issues until now & they are impossible to deal with or getting it corrected. I would greatly appreciate your assistance in this matterDesired Settlement: I would like my statement/ Bill corrected now & moving forward. I do not want this happening monthly as it has to this point. They correct it temporarily. That is unacceptable. It needs to be rectified continuously. Thank You.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by additional equipment charges. We have attempted to directly contact the customer to by telephone. We have reviewed the account and will advise the customer of the credits and current balance. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: We currently have Cox providing our internet and home phone service. Our November bill had two unexplained, additional charges of $590.00 and $46.02. I called and spoke to a rep at Cox, who told me that the charge was an equipment charge for a cable modem that was upgraded and that, according to Cox, the old modem had not been returned. We knew we had returned this cable modem, but Cox insisted it was not returned. Cox was supposed to research on their end and then call us back and give us an update. They never called back. I spent approximately 45 minutes on this first call to Cox.

In December, I called Cox for several days attempting to get an update. I called Cox AGAIN on December 4th, at 11:18 a.m. (spoke to a rep named [redacted]) to discuss this issue because the bill showed the two "equipment" charges still outstanding. [redacted] told me at that point that she did see the return of the cable modem showing up in the system (we had returned within 10 days according to their records.) She also told me to hold off paying the bill until that returned equipment (cable modem) was properly credited on the account. Per [redacted], I would be notified by Cox that the equipment charge had been removed from my account, at which time I would make the payment for the corrected amount. I walked away from this conversation confident that the erroneous charge was to be removed per [redacted] at Cox. Once again, Cox failed to contact me and/or send said notification.

Today, I called again when I saw that they actually charged the full bill amount, including the 2 unauthorized amounts, to our debit card. Now, Cox is changing the story and trying to tell us that the charges are associated with some hardware they claim was never returned in 2009. We have been receiving continuous monthly bills from Cox for more than 10 years and had never seen anything related to these equipment charges until they mysteriously appeared on the November 2014 monthly bill. We have received no additional documentation to substantiate their claim. They can't account for what the item is, when it was put into service, what location it was tied to, and yet they are demanding payment. These amounts have been in dispute for months! It is well documented with Cox that we do not agree with these charges, nor do we have any unreturned equipment in our possession.

There is no basis for this charge, and we have called them repeatedly, each call taking anywhere from 45-120 minutes of our time. We have been given no resolution and they continue to charge us for this phantom equipment. Cox has not been diligent in their record-keeping, and now they are looking to us to falsely charge us for something in 2009. We are 100% honest in our business dealings, and if there was any equipment to be returned, we would have returned it in a timely manner. Clearly, Cox is not recording receipt of returns and/or missing items in a timely manner. It is completely unreasonable to expect us to be able to demonstrate, FIVE years later, that we did return whatever they are trying to charge us for. We absolutely would have returned any equipment at any point necessary, so Cox is not demonstrating reliability in tracking the returns. They can't even demonstrate any proof of the equipment type, installation service date, or location of equipment. Yet they have now taken $636.02 of our money without our approval to pay for charges that aren't valid.

Today, I spent at least 3-4 hours on the phone with various reps at Cox (several dropped calls after being on the phone over an hour, no less.) At the end of it all, I spoke with a supervisor who assured me that a manager would call me today. That did not occur. We realize now that we need to escalate this to an outside intermediary to assist us in reclaiming the $636.02 that has been taken from our account without our approval. It is clear to us that Cox is not playing by the rules and we are being taken advantage of.Desired Settlement: Cox needs to return the $636.02 to us and also provide a letter confirming complete resolution of the issue. They have told us previously it was resolved, and they have not been honorable in doing so, thus it is prudent on our part to get written confirmation to that effect.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by equipment charges and not being contacted when the charges were removed. We have attempted to directly contacted the customer to by telephone and email. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: My account number is [redacted] It seems as I always have to contact Cox Communications with a brand new modem I specifically purchased while their Tech Support was online. I had contacted Cox 4 times on 12/5/15 and 12/6/15 (with phone records to prove it) asking for assistance both days for SLOW internet speeds on this brand new modem. I ran several Speed Tests using Cox Speed Test application and the internet speeds I am receiving were no where near what they advertise you will get on their website. Even if you use an ethernet cord. So I asked if I changed my account to the next highest tier of pricing if it would fix the problem. Of course they told me it would so I took the bait. But here I am AGAIN on my day off calling Cox Communications yet again. Only this time I simply asked Tech Support to reboot my modem from her end and she rudely reminded me that my bill was past due. I knew that but as a Flight Attendant for a major airline I have been out of town. So since she brought up billing I asked her to research my history on my account that would show I keep having to call in for asistance and she refused to even look at the history so I was forced to speak to a supervisor? Really? Like the last thing I want to do is sit on the phone for a longer period of time with Cox just to get a simple task completed at a lower level and am forced yet again to speak to someone higher up? That last thing I want to do on my day off is sit on the phone with Cox especially when as a customer I pay for service that I am not getting. That is not practical business practice in my opinion. If your thinking about doing business with Cox either Residential or Business please don't put yourself in my position and take your business elsewhere. I don't want others to suffer the same fate as I have.Desired Settlement: I am requesting Cox Communications to credit my account for the 3 days including today that I had trouble with my internet. On 12/6/15 after speaking to the 4th person that individual stated that they ran a test of 643 modems in my area and all were not working so there was an outtage in my area? Really? Someone could of told me. Then when I call yet again today the Supervisor of Tech Support stated that the history does not show on my account? I have phone records that clearly show how many times I have had to contact them. Every single time I have problems its only with Cox. No other company I do business with gives this much customer neglect than this company. So I am demanding a credit to my account and assurance that my internet will work as I pay for it to. I also am required to have service because our HOA has a business agreeement but at the next meeting at this point I think my neighor might need to stop doing business with Cox. I am so tired of this.

Business

Response:

We would like to thank the customer

for taking the time to file their concerns regarding their internet service.

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 internet, 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 for the customer with our contact information.

Should the customer contact us we will be happy to address their concerns with

their internet service. 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. Executive Resolutions Cox Communications

Review: On 10/28/15 I contacted Cox Communications regarding problems with my internet service, it had been out for a couple of days. The representative that I spoke with was very apologetic and offered a free month cable. The cable guy came and installed the cable box and I was supposed to receive a free month.

On my next statement there was a charge for that month of cable and installation, so I called regarding this and the representative that I spoke with stated that a promotion code was applied and I should not be charged. This did not happen and was charged $145.18, so not only was I having trouble with my internet, now I am having trouble with the billing. I was offered a solution to my internet problem which I am now paying for. I have called four times and spoke to four separate reps and chatted with one rep, all who will not help me with this issue, they refuse to refund their error and insist on crediting towards my bill.Desired Settlement: I would like to be refunded the $145.18 I was charged and not credit towards my bill as this should not have been charged in the first place.

Business

Response:

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

Upon receipt of this complaint we were able to make contact with our customer on 12/8/15 to address their concerns. During our conversation we were able to confirm that our Customer Care Center had already applied the necessary credits to the account to correct our customer’s billing. We also worked with our Refunds Department to ensure the credited amount was returned to our customer in the form of a mailed check. We are confident the issue at hand has now been resolved.

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]

Thank You.

GeorgeExecutive ResolutionsCox Communications

Review: From day one of having my service with cox my bill has been wrong, my first bill was $208.00 and I had my account setup up on auto pay. I had to call and talk to cox about why my bill was so high and was told it was an error on their part and was told I would get a credit of 129 and I advised the to stopped the auto pay. The next month comes around and still my bill is high and then again I call in and was told the something about the 129 error on their part. On 9/9/14 I call in to talk about my account and I talk to the collections department and I tell that rep that my bill isn't right because on NSF fees on my account from the first rep not stopping the auto pay. That rep tells me to pay the past due amount of $39 to get my service turned back on and I told him "I would be paying 60 Friday 9/12/14 and what can we do to get my services turned back on today?" The rep then transfers me to a billing representative and I tell that representative the something and he tells me that not to worry because it's only a power outage in my area and that once it's fixed my service will be turn back on. We then talk about the NSF on my account and he tells me it 4 and that 2 has been credited I tell the representative that I should only have one because the NSF are from auto pay and collection telling me that when I have a NSF the any feature payments will be kicked out. The rep give the the $25 credit and tells me not to worry. I get off work and call in and that same night and that rep tells me that I have to pay 39 and I tell her that wasn't the case when I talk to the last rep she then tells me to call back tomorrow and talk to billing. On 9/10/14 I talked to a supervisor and tell him what was told to me from the seconded rep and that to see if he could pull the call. That supervisor didn't care about what was said and was only telling to pay the $39 on my account I asked that supervisor when someone presents your company and they tell you not to worry everything will be fine what would he do. He stated everyone makes mistakes and even if he could pull the call he couldn't turn the service on without the $39 I tell the supervisor that I wanted the call pull and that what I want to happen. He transfers me to a billing supervisor so that they could pull the call I get another supervisor and he tell me the something then when I ask for the last supervisor and reps ID or name he tells me that he can't give it to me and that it was only for their use only. I called in to 9/11/14 to see if I could get my account turned on for 1 day and I'll make sure I'll pay the 60 tomorrow and the rep advised me that I have to pay 118 to get my internet turned back on I asked the rep what happen to the 39 he tells me that the notes didn't show that.Desired Settlement: I want them to pull all the calls from 9-9-14 to 9-10-14 and see how their representative and supervisors treat their customers. I would like my internet turned back on and have the right billing each month. My account number is[redacted]

Business

Response:

Revdex.com Case #[redacted]

Review: I transferred my existing service from an old address to my current address in July of this year. At my old residence, I only had high speed internet service through cox. At the new address, I had purchased a HDTV, so I had cox transfer my internet service, and provide me with a HD box to enable me to receive HDTV. They tried to get me to sigh up for a service called "Contour", for which you needed an I pad. I declined since I do not own an I pad. The agreed new monthly price was just over 100.00 per month for both internet and HDTV.

The installers came out, hooked up my existing wireless router and modem ( the modem I purchased from Cox about 2 years prior, and absolutely no problems with) .

It took me some time to settle in the new place, so June and July went by and I had not paid my bill.

The middle of August, I got a bill from Cox Stating I owed 450.00 dollars. I was a bit upset, and called Cox to ask why. They said it was cause I was getting Contour HDTV (Which was 130.00 a month, and that the installers installed a new modem. I was there when the installers hooked up my existing equipment, and I know for a fact, that they used my existing modem.

I asked the Costumer Service Rep. to speak to a MGR. She said sure, hold the line. After 5 minutes, a gentleman answered the phone, and before he could identify himself, the line went dead. I did not receive a call back. The next week, I called Cox back, and asked to speak to a manager, the rep said let me try to help you. She then went through my bill, and said I waa not charged for a modem or Contour TV. I immediately asked to speak to a manager, and again, before anyone answered, the line disconnected. I called rite back, and was told a Manager would have to return my call in a day or two. That was last Friday, and it is now Wed., and I have not received a call back.Desired Settlement: I have tried to return the HDTV box, but the Cox store has had an hour wait the last two times I have been in. I want an adjusted bill w.o a modem charge, w.o contour t.v service, and no charge for the installation. What they did is consumer fraud and I am also filing a complaint with the [redacted].

Business

Response:

September 13, 2014 [redacted] Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file his concerns regarding the billing of his account. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. The customer agreed to a 24-month price lock guarantee (PLG) that would expire on June 27, 2016. It also carried a $240.00 early termination fee (ETF) that would decrease each month. The bill the customer received for $448.38 included installation charges of $61.41, $89.07 in prorated service charges for internet and cable, $178.20 in charges that transferred from his previous account plus regular service charges of $108.49 for cable and internet plus $2.83 tax and an $8.38 late fee. The customer was not charged for a modem. Since payment was not received for the $448.38 balance it was added to the next month’s bill of $108.49 in monthly service charges, $2.83 tax, a $30.00 credit and an $8.38 late fee for a total due of $538.08. The account was disconnected for non-pay on August 18. The final balance consists of $226.18 ETF, $241.00 for an unreturned HD/DVR and $404.59 in unpaid service charges. Once the customer returns the HD/DVR the charge for that would be reversed. The total balance owed is $871.77. The installation charges have been credited leaving a final balance due of $810.36. 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. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: Beginning August 2015, home phone discontinued working. Thinking it may be a temporary, I waited for about 3-4 weeks before calling Cox to report the outage. A service technician arrived a few days later and replaced a communications box (phone/internet) on the outside of my house. She stated that a new one would have to be installed because the old one was outdated and would no longer work, and completed the task. Phone service resumed. October bill resulted in a $60 service charge. I called Cox and asked whether Cox would pay for inoperative phones (my own purchased items) or other equipment inside my home, and NO was the reply. I then asked why I should be charged for inoperative COX equipment outside of my home to be repaired in order to provide the service I subscribed to. The Cox agent then, after speaking with a supervisor, came back on and stated that a $60 credit would show on the next bill.

I paid the usual monthly fee and did not pay the additional $60 service charge.

I was never re-contacted OR notified that the $60 fee was NOT being waived after being told it WAS being waived and would show up in my November billing.

November bill came with a "remaining previous balance" of $57.40 (don't understand that!) along with the normal monthly service charges.

Phoned COX and spoke with agent, who stated that due to some type of internal audit, the $60 fee could not be waived then tried to sell me insurance for the equipment. THE EQUIPMENT IS NOT MINE! I asked to speak with a supervisor and spoke with "Dillon". He reiterated that the $60 fee could not be waived after being reviewed by an internal audit but could not explain the reasoning due to company policy and would not allow me to speak with his supervisor (again, company policy prohibition).

Seems to be a serious LACK of communication between employees of COX and its customers.Desired Settlement: I want the credit to show on my billing as per my first communication on my phone call with COX.

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 ([redacted] to address these issues but we were unsuccessful. In addition to these call attempts we have submitted an e-mail 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, we were able to confirm that the disputed charge of $60.00 was in fact credited to the account on 10/30/15. Due to the close proximity of the November billing statement being created, this credit did not appear on our customer’s billing statement until the 12/1/15 cycle. As a courtesy, we have also waived the late fee of $8.00 our customer was charged as a result of this dispute. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. GeorgeExecutive ResolutionsCox Communications

Review: My account number is 78615209. On or around April 2013, I called Cox Communication to report no signal on my internet service. They sent a technician who fixed the problem. For about 2 months, I did not utilize the computer, given I had purchase a cell phone with internet access capabilities. I did however, maintain my internet service with cox for printing purposes. When I tried to use my internet, July 2013, I noticed I had no internet service and continued to experience the same problem. I think the technician did not do a good job. They sent me to collection, despite me requesting for credit for a 2 month period since I had no service. They tell me it's not my problem, I chose not to use their service and that I did not know the service was not working. Desired Settlement: I would like for them to credit me for two months without service and will pay the balance.