Cox Communications, Inc.

Review: I specifically called Cox Communications on June 16, 2015 requesting that service be transferred FROM [redacted] which is Account Number [redacted] to [redacted] which is Account Number [redacted] effective June 19th, 2015. I am a Flight Attendant for a major airline in Phoenix and had problems accessing my internet on July 7, 2015. The Tech Support for Cox Communications stated that my Modem (which I purchased from Cox via payments) was LOCKED by them at the address at [redacted] and it took them two full days to unlock the Modem which did not even belong to them. I had work to do for my employer online so I was forced on July 7, 2015 to purchase a new Modem at a local store. Now Cox is billing me for a full month in June and a full month in July. They are also billing me for a [redacted] Modem which I do not even use because I was forced to go out and buy another one because they locked the [redacted] Modem and it took them two days to unlock? I even was told at the Cox Communications Store that I had purchased the [redacted] Modem so why am I be billed $6.99 for a modem equipment fee? I DEMAND that the bill be adjusted ONLY for the time service was provided to me from June 1st through June 19th at one address and July 7, 2015 through July 31, 2015 for Unit 2062. I also DEMAND that the Service Activation Fee of 15.00 be waived. They attempted at up selling me television service which was a complete waste of money and that is their solution to the problem? That was a complete waste of my time.Desired Settlement: I DEMAND that the bill be adjusted ONLY for the time service was provided to me from June 1st through June 19th at one address and July 7, 2015 through July 31, 2015 for Unit 2062. I also DEMAND that the service fee of 15.00 be waived. They are claiming I owe them 200.92 for Account #[redacted]? Internet for one month is $69.98 for Account #[redacted] so my bill should be $69.98 plus taxes and surcharges. I also demand that the [redacted] Modem Equipment Fee be waived. I had to buy a new modem on July 7, 2015 and it is not a [redacted] Modem. It is a an Arriss Surfboard so why is Cox billing me for a modem that I attempted at returning to them? The customer service people told me at the store that the [redacted] Modem/Router was mine. I will also be filing a complaint with the Home Owner Association of my Condo Complex about Cox which holds a Corporate Account to cease service with Cox Communications, I will be filing a complaint with the Federal Communications Commission and the Town Of Gilbert where I reside if this bill is not changed.

Business

Response:

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided. 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: When I had my Cox internet service transferred to my new apartment over a year ago (late 2013 or early 2014), the gentleman who came to install it seemed befuddled by the way people's internet signals were set up in my apartment complex. I don't know quite what he meant, but he showed me on a screen that all of the signals were kind of running into each other and overlapping, so he had to put our signal in this huge arc that went above all the other signals, so it supposedly wouldn't interact with them and we would have the good internet we pay an atrocious $75 a month for. If only that were the case. Over the last year and a half, we have had nothing but issues. We will have days at a time that the internet will go out completely. When it IS working, half the time it is so intermittent that we can't functionally do anything on the internet. My boyfriend and I are big gamers, and we need internet that will work consistently. When we try to play games, we get kicked off the server constantly because of internet issues. I can't even watch [redacted] half the time, which is kind of ridiculous, because you should be able to watch [redacted] with a lot less than 50 mbps. I think that this issue is due to the weird arc pattern the original fellow who set up our internet had put the signal it in. We have called Cox several times over the last year and let them know about this issue, and they have occasionally been able to assist and fix the problem over the phone, but it always comes back. If we ask about having someone come out to look at it, they tell us we will be responsible for a fee. We are already paying so much. When I called over a year ago to see about cancelling to switch to [redacted], I was told by a smug representative that I could do whatever I wanted, but I wasn't going to find anything NEAR to the quality of Cox's product if I switched to [redacted]. Right. I seriously doubt that. Even if I have to settle for less mbps, at this point I am considering giving [redacted] a chance, just because Cox doesn't seem able to get it right.Desired Settlement: I would like someone to come to our home and see if something can be done to adjust the signal and make our internet connection better, at no cost to us. I also would like a credit for the ridiculous amount of time we have been without internet over the last year and a half. We have stuck with Cox despite wanting to switch to [redacted] numerous times, because we are always promised the situation will be resolved. We need more than just promises at this point. I think a good resolution would be to fix our internet so that it doesn't keep shutting off and cutting out, then give us a promotional rate for the next year to make up for the time that we have been without internet.

Business

Response:

It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company and their Internet service. We have attempted to contact our customer directly at the e-mail address and telephone number provided. 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.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.

Cox Communications made one attempt to contact me via phone on Monday, but I missed the call. Despite numerous attempts to call back at the number provided and emailing them back, they have not returned my correspondence. The number they provided goes straight to voicemail, and I have left messages, but have received no return calls. I am very dissatisfied with their "attempts to assist " thus far, as our internet still is not working and they have done nothing to address our concerns.

Regards,

Business

Response:

After several attempts we were able to successfully make contact with the customer to address her concerns.At this time we currently have a service appointment scheduled to come out at the customer's earliest convenience. We have also arranged a date and time with the customer for a follow up call to ensure we have successfully resolved her issues and concerns.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer.Sincerely,

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

Review: I signed up for Cox TV at [redacted]., [redacted] Tolleson, AZ [redacted] a few days prior to May 16th 2013. I told the gentleman what I wanted and he signed me up in a matter of minutes. I asked him what my monthly bill would be and I was told it would be $35.07 taxes included. I asked if that included the TV box, DVR, and HD and he said yes. I thought wow what a great deal I am getting. I self-installed the TV service and understood that would be $19.99. I paid this fee in the store.

Within a few months I noticed my TV picture and sound was cutting in and out. I lived with it for a few weeks before I called and had a technician come out. I wished I would have lived with this issue indefinitely. I called the 1 800 number and the technician over the phone attempted to diagnose but couldn’t. I was told a technician could come out and attempt to fix the issue. Since this issue didn’t appear to be caused by anything I did, I thought the technician would come out and fix the issue, seems like good customer service, right? The technician came to my home and discovered my cable cord was bad, a cable cord that was given to me by Cox. He replaced the cable cord and left. I find it funny how NO ONE at Cox informed me that I could be charged for this service.

Upon checking my cable bill the following month I noticed my bill had doubled. I was charged $49.99 in addition to the $35.07 (which I had overpaid the previous month) so the total was $75.27. I contacted Cox via telephone to inquire about the $49.99. I was informed that because the technician had to replace my cable cord, a single cable cord, that was why I was charged $49.99. It would have been nice if someone from Cox had informed BEFORE a technician came out that I MAY be charged for the service. On top of that you’re going to charge me a service charge that is more than my monthly bill? Unbelievable. I told the woman on the phone that I wanted to dispute the $49.99 fee as no one from Cox informed of this fee. She stated she would put in a claim and pass it on to a manager and requested that I call back in about a week to find out if the dispute was granted.

On August 10, 2013 I checked my Cox account and it stated my account was current and $75.27 was due on Jan 01, 0001. I had to email Cox and ask them to interpret the date for me. I received an email back on August 13, 2013 (not within the 1 business day as advertised) stating because I had recently activated my service, which was true, my billing date would not appear on my account yet. I was told to contact Cox AGAIN in one week to get the full details. Why am I again being requested to call Cox to find to find out my billing date? I don’t have the time to be constantly calling Cox.

On August 21, 2013 I received my Cox bill in the mail. I was SHOCKED when I opened it. I owe $172.95 by September 10, 2013. Keep in mind in the previous paragraph I was told to contact Cox in a week to get my correct billing date. One week later would be what date? August 20, 2013, and my bill would have already been calculated and in the mail by then. According to my bill it states I owe $57.70 for TV; $39.00 for Advanced TV, $10.00 for DVR service, and $8.50 for Advanced TV HD DVR Receiver. This can’t be correct as I had been paying $35.07 for all 3; Advanced TV, DVR, and an HD receiver. On August 17, 2013 I was charged a late fee in the amount of $8.38. Why am I being charged a late fee? I made an effort to check my bill and because of your faulty accounting system it did not display my due date online. How am I to know when my bill is due when no due date is displayed? I also have the balance transfer of $75.27 rolled over into this bill. Because this has been such an inconvenience for me Cox can eat the $7.81 I am being charged for a “partial month service”.

I would also like Cox to stop requesting to have their customers call them back. This is very poor customer service. I have an email dated 8-13-13 from Cox and it states to call them back in a week. Cox needs to step up their game and start providing quality customer service, starting with contacting their customers when there is in issue, not asking the customer to call them.Desired Settlement: I am requesting a full refund on my bill in the amount $81.00 plus tax, this includes the $49.99 service fee, $8.38 late fee, and $22.63 which is the difference of $57.70 and $35.07 for a grand total of $81.00 plus tax. I owe Cox $35.07 which is my monthly fee for TV service plus $19.99 for the reactivation of service for a grand total of $55.07.

I would also like the Revdex.com to investigate Cox and their billing practices. I know I am not the only one experiencing issues with my bill. By Cox charging customers service fees, late fees-when the bill is not late, and increasing ones monthly TV bill without warning or notice is an unethical business practice.

Business

Response:

September 10, 2013

Review: We have been loyal customers in good standing with Cox communications for approximately 15 years.

We utilize Cox telephone, internet, and cable TV services and Cox has provided a bundle discount for the three services. We are moving on July 1, 2015, to a senior living residential community in Phoenix which provides Cox cable service as part of their monthly service fee. We have been informed by the Cox representative that with the change of location and the payment of the Cox cable fee by the residential housing leads to loss of the Cox bundle discount because we are not directly paying the fee, even though the fee is indirectly paid by us through our monthly service fee for the senior living residential housing. Our cost for telephone and internet service will no longer be discounted. The indirect payment of the Cox cable service through the residential housing service fee does not count for the bundle discount. We are, therefore, penalized because the cable fee is indirectly being paid out of our monthly residential housing service fee. We have requested that our bundle discount fee be restored and prorated for the telephone and internet fee since in essence we are paying for three Cox services which entitles us to the discount. Our request was denied. Hence, this complaint and appeal are filed.Desired Settlement: The billing be adjusted with restoration of the bundle discount and prorated for the Cox telephone and internet service which are billed to us.

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, we were able to research their account to review a possible resolution. Upon research of the account, we were able to determine that due to transferring services to a location that is provided complementary cable services, our customer is going to lose the three product promotional discount they were set to receive until December of this year. Although three product discounts are not eligible for accounts receiving complementary service, we were able to locate two single product discounts that will provide our customer with a new 12 month discount that will provide them with a lower monthly rate than the one they had been receiving prior to their service transfer request. We are confident that the promotions we located will provide the resolution our customer is looking for. 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:

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.

We have been in communication and we are working out the details of the resolution. As soon as that resolution is worked out and provided to me in writing, I will let Revdex.com know.

Regards,

Business

Response:

We would like to thank the customer for taking the time to file their additional concerns regarding their Cox account. We regret any inconvenience this situation has caused. Upon receipt of this updated complaint, we made contact with our customer on 6/25/15. In speaking to our customer he advised us the reason for the rebuttal was due to waiting for e-mail confirmation of the items we had discussed regarding his account. We confirmed that he has since received this confirmation and has now considered the issue resolved. We appreciate our customer’s patience and understanding and look forward to remaining their service provider for many years to come. Thank you.[redacted]Executive EscalationsCox Communications

Review: Last week I received a letter from you stating that l owe you for equipment that I leased while I was an internet consumer of yours. I called your billing department and explained to them that I had not leased the modem from them, as my son had purchased one at [redacted], from a salesman who was also a Cox representative. This was in April 2012. When I cancelled my service, due to moving, they asked about the leased equipment and I advised them at that time that I had my own modem and did not lease anything from them. The billing dept. stated that the serial number on the modem was assigned to me. They were going to fill out a form to trace where that modem was and for me to call back in a week. Which I did on 6/26,2015. At that time I talked to [redacted] and she checked on my account, and this amount had been credited and I had a zero balance. I appreciated her looking into the situation. Now I am wondering, if you thought I was leasing the modem from you, then you must have been overcharging me every month for that. So I should have a credit coming.I do not mind paying for what lowe, but I do not like to be charged for something I did not have.I did not appreciate the threatening letter which I received yesterday, dated on June 20th. My service was terminated on March 26th-and you have waited until now to tell me that l owe this on a leased modem. At the time I cancelled my service, I still had the modem and could have provided proof to you. However, on moving to Prescott Valley, I have gone with [redacted] and I am now leasing a modem, as my modem was for cable TV and I now have Direct TV. My son, who bought this modem is on vacation, so I am unable to ask him if he has the check or invoice from [redacted] (which was 3 years ago).Desired Settlement: I do not mind paying for what l owe, but I do not like to be charged for something I did not have.

Business

Response:

July 7, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the former customer is experiencing difficulty with her final billing from our company. We would have preferred to call her, but have no phone number on file to reach her. Should the customer choose to provide your company with a phone number or email address, we would be happy to contact her. Due to the concerns on the charged modem on the bill, we reviewed the ledger and confirmed that the equipment fee was removed from her account on June 25, 2015. We hope this information has been helpful, and again invite the Revdex.com to advise us of a contact number should the customer wish to be called. Thank you for the opportunity to assist. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]

Review: I was promised promotions and offers that have not been and "cannot be honored" upon moving into my new home & incorrectly billed for prior location.

I contacted Cox Communications and spoke with a representative by the name of [redacted] (ID [redacted]) who offered me a promotion with higher internet speed at a lower price for 2 years with 1/2 off my technician visit upon moving to my new home to stay with Cox vs. changing to a new company. This offer included a price of $59.99/month for the Premier Internet Package. I was told that in order to have the promotion added to the account once the work order was closed. She assured me that there was a DETAILED note indicating the promotion information.

I moved my service to my new home on 04/20/2015 and called Cox shortly thereafter. I was transferred several times by agents stating things like "I don't see the notes" or "I can't help you in my department" until I finally ended up speaking with a gentleman by the name of [redacted] who I am told is in the Customer Advocate department. He assured me that he could see [redacted] notes regarding the promotion, Cox would honor their promise and the credits would be applied to my account, the promotion would be applied, and there should be no further issues. However, he did advise me that I may want to call back to make sure everything was completed correctly. I made it very clear making a 3rd phone call for a promotion was ridiculous and I shouldn't have to call yet again to make sure Cox follows through on their promise. He said if I didn't want to call back, that's fine the bill should be sorted out.

Now, 05/15/2015 I was advised my balance on my account was over $190.00! I spoke with a customer service representative who told me that my previous address was charged through 04/28/2015 when I moved on 04/20/2015 and that the previous agent ([redacted]) offered me a promotion they were not authorized to offer in the first place and that when [redacted] submitted the form to honor the promotion, it was rejected. I was transferred to Loyalty and that representative told me there was a "system glitch" and the note from [redacted] with the promotion promise may have been lost?! she told me to speak with Sales, was offered lower internet speeds at a discounted price for 12 months. I escalated to a supervisor by the name of [redacted] (ID [redacted] stated there was no notes from [redacted] found them without a problem so I am unclear how so many people "can't find the notes") who was only able to offer $64.99 for 12 months and that the promotion would be backdated to 04/20. This is not what I was promised and I am not satisfied with this solution. I asked [redacted] what my final bill amount would be and she advised me that the final bill amount would be for 2 months at my new house $143.21. This did not sound correct $64.99 x 2. When I asked her what the extra $13.23 would be for, she advised she would waive the additional charge thus making the balance $129.98 but offered no explanation of where the balance may have come from.

I feel as though I have been deceived, mislead, and taken advantage of throughout this whole entire process.I work in customer service and customer retention myself and these sort of practices are an EXCELLENT way to lose a loyal customer.Desired Settlement: I am seeking Cox Communications to honor the offer that was initially offered to me and told could be done by multiple individuals on numerous phone calls.

I would like the offer of $59.99 per month which was offered on my initial phone call for the Premier Internet package for 24 months to be honored and backdated to the date we began service at our new home 04/20/2015.

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

Review: refund of a promise of a $200. GIFT CARDDesired Settlement: To receive the $200 gift card that was promised. They called today and said I did not qualify because I did not have a two year contract. I have their top programing, which include TV, internet, phone, but they would credit my account for $200. This sounds fishy to me. I was told they had received my application April 1st 2016. And as soon as I was approved I would receive my gift card. They have received as of April 6, 6 months of payment on time.. I called them and finely received my offer code [redacted] If they did not intend to pay me the $200 why did they go this far. They had no intention of paying in the first place. Yet they were willing to credit my account the $200, so they claim on a one year contract. I have 5 months left of service, yet they would credit my account. This is an outright fraud on behalf of Cox. I will be closing out my account at the end of my term of (they claim 1 year) so I will take advantage of their claim. Thank you.

Business

Response:

April 27, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with his billing and the [redacted] card promotion. When we spoke to the customer yesterday ,we explained that because the gift card promotion was not set up in our system in accordance with the marketing guidelines, we are unable to request the gift card from our Rebate Center. We offered the customer a $200.00 credit to his account because we were unable to fulfill his request for the [redacted] card. The customer declined our offer of $200.00. Because sending a $200.00 [redacted] gift card is not an option, we will apply a $200.00 credit to the customer’s account today. We also confirmed with the customer yesterday that he is on a non-contracted plan, so he has the option to terminate service with us at any time, without penalization. We apologize again for the confusion regarding the customer’s account and billing. We believe our company has made a fair an honest attempt to right the situation with our credit application. As always, thank you for the opportunity to assist a customer. Catherine/Cox Communications Executive Office/ Arizona

Review: Recently, I was contacted by Cox Communications in regards to a past due bill which was inaccurate. A check was sent in on time but I was told it was not processed yet. Which is not uncommon as your billing team takes a week or two to process check payments. The rep I had spoken to had noted the account to avoid cut off as I make my lively hood off my internet connection. As of 4/13/2015, my internet service was shut off and I was forced to pay with a credit card over the phone. After numerous attempts to reach a live human, I was able to contact someone with technical support only once the payment was made and processed, basically I was cornered into making a payment immediately via credit card.

Not on top of this, when connected to a tech support rep, I requested a supervisor and I was then transferred to [redacted]. After I began telling him what my issue was, he rudely make a smart remark, transferred me to another line which then hung up a call. This is absolutely ridiculous seeing as this was with a supervisor. The supervisors name was [redacted], he was a male.Desired Settlement: I expect a phone call regarding this immediately.

Business

Response:

We were sorry to hear of the recent experience that the customer experienced with our company. We contacted the subscriber directly to discuss his service concerns, and gave him our contact information for follow up to the service issues that he brought to light. Because a service call was completed today at his home, we asked the subscriber to let us know if he feels that he isn’t receiving the speed that he expects with the level of service that his subscribes to. We also confirmed that one of our Supervisors is searching for the call in question with the agent that he mentioned in his complaint. We always appreciate the opportunity to address a customer concern, and we thank you for the opportunity to assist. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

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.While I do appreciate the speedy response, a phone call simply does not make up for hassle and heartache I had to go through over something as stupid as internet service. I'll be following up with the business in regards to a solution I feel is suitable.

Regards,

Review: Over the past few months, I've received comments from friends who noticed that my emails were either not received or went to their spam folder. One friend was unable to send email to me until she had protracted discussions with her ISP. A few days ago, an email I sent to a much-used address and bounced, with a message indicating that my mail came from a California IP address that is blacklisted for spam/virus. I do not and have never resided in California. I scanned my imac with Malware Bytes and Bitdefender - clean! My IP address, as reflected by querying my router AND by visiting sites like whatismyipaddress.com, is an Arizona IP address that correctly reflects the city in which I live.The majority of my day yesterday (Sunday) was spent on phone calls to Cox level 1 and 2 and 2.5 support. I spent more than 2.5 hours in hold time alone. The last support tech I spoke with, Amy, indicated that it was MY responsibility to convince integrity/no-spam services that my messages/IP address (the California one!) are safe. I find this unconscionable, given the amount of money we pay Cox each month to provide our Internet service, that this would be my responsiblility. When I said that one of the suspect mails was sent from my iphone, a Cox service tech latched onto THAT as a possible reason (that my phone "must have grabbed another network"!) BUT the California IP address belongs to Cox! And it shows up in my mail headers even when I'm sending the mail from my desktop computer.**I believe the IP address Cox's mail server.** Whatever the case, it is COX'S RESPONSIBILITY to provide a clean bill of integrity for that IP.Desired Settlement: I requested a credit our account for this month's internet service as they have failed to provide reliable, working service. Cox asserts that email is "free" with internet service, but provided a 'courtesy credit.' However, Cox advertises email as part of the package that I pay for. The reputation/integrity of the IP address THEY assign to my emails is their responsibility - as non-owner, I am powerless to influence global security groups.

Business

Response:

April 27, 2016 Revdex.com complaint# [redacted] We were sorry to hear of the difficulty that the customer has experienced with email. Due to the concerns that she brought to the attention of your office, we contacted the customer directly to assist her. Our Tier 2 Leadership has reviewed her account in detail; and we will continue to work with the client and ensure that has the correct information regarding her Internet and email service with us. As always, thank you for the opportunity to assist a valued customer! Catherine/ Cox Communications Executive Offices/ Arizona

Consumer

Response:

Attached is Cox's communication from the above address and my reply. This matter is not resolved. Thank you.

Business

Response:

May 3, 2016—Revdex.com rebuttal C[redacted]--# [redacted] We were sorry to hear that the customer was unhappy with our response to your company. We continue to work directly with her regarding the blocked email concerns that she brought to the attention of your office. Thank you again for the opportunity to assist. Catherine/ Cox Communications Executive Offices/ Arizona

Review: Cox claims I had a 2 in 1 modem installed in 2008. I did not, I always used my own modem for internet and always just plugged phone into wall.

Cox claims I had a 2 in 1 modem installed in 2008. I did not, I always used my own modem for internet and always just plugged phone into wall. Received bill dated Jun 20, 2014with a $100 equipment charge. I called in late June 2014 to dispute $100 equipment charge, talked with a rep then with a supervisor. Supervisor put me on hold and told me that it looked like an error on their end and that he could see no equipment on my account. Received bill/account summary dated Jul 20, 2014, for $58.01 for equipment due. I called on July 29, 2014, talked to [redacted] in Account Services & [redacted] who claimed to be his supervisor to discuss. They both said I had a 2 in 1 modem unaccounted for. I never had a modem installed inside my home by Cox while at the address they are claiming. I asked for installation records with a signature and they said they did not have those records. They had an install record dated May 24, 2008 during the afternoon. They insist that I had this modem installed,which I did not.Desired Settlement: Reversal of equipment charges and refund of the over payment for internet service ending in May.

Business

Response:

August 11, 2014 Revdex.com complaint # [redacted] We were sorry to hear that the customer experienced confusion on his final billing. Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account. Based on the contradictory information that the customer received from our Care Center regarding the unreturned modem, we have removed it from his account. Our system will update his account within 24-48 hours and the credit balance on the account will be refunded to the customer. Since there is no contact information on the complaint filed with the Revdex.com, we urge the customer to contact our Care Center to update/confirm his mailing address. Our Customer Service Team can be reached toll free at 1-866-867-7644 from anywhere in the Continental United States. We hope the Revdex.com and well as the customer find this information helpful. Thank you. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

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: Cancelled services with cox in October 31st was told I get a refund check for 9.xx still never received

I've called 3 seprerate times asking where the check was. First told person I spoke to said wait til end of November. No check. I call in December was told it takes 8 weeks. It is now January called again guy on phone said check kept getting sent back because of my address. He said they didn't have my PO box on file which they should because they had when I signed up. Well guy on phone added my po box number said I should have no problems and its been two weeks since that call and no check. It's just a 9$ check!don't get what's the problem this times.Desired Settlement: 9.xx check. Should offer something for this hassle. Feels like they're trying to rip me off thinking I'd forget about this check

Business

Response:

TMarch 16, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the billing confusion that the customer experienced with her billing and refund. Due to the complaint filed with the Revdex.com, we contacted her directly on March 3 and spoke to our Accounting Department the same day regarding the missing refund. We confirmed that the refund was processed and mailed to the customer on November 6, 2014 at her post office box. To date, the refund check has not been returned to us. We will follow up with the customer and ensure that she has received her check. If the customer has not received her refund check from us, our Accounting Department will put a stop payment on the missing refund and resend another check to her. We appreciate that the Revdex.com has given us an opportunity to assist our customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]

Review: To: Revdex.com of Arizona

From: [redacted]

Re: Cox Communications billing/collection issues

Cox account# [redacted]xxxx

Mailing address:

[redacted] Service Address:

[redacted] May 25, 2014.

To whom this may concern:

Recently on April 5, 2014 I had signed up for Cox Cable T.V. and Internet. I had to terminate my Cox services on April 23, 2014. Since I was moving to [redacted]. Upon termination of my Cox Cable services the representative I spoke with on/around April 23, 2014 said my final bill would be $10.91 and not due tell the end of May. First Cox Cable representative I spoke with failed to deliver a $7.00 credit to bring my bill to the correct amount to $10.91. From April 23, 2014 to May 19, 2014 I had contacted Cox several times try to correct the issue.

There were several I had spoken with and all of the billing representatives were extremely rude. Provided extremely poor customer service and didn’t even care to resolve my concern. As I was being a very patient customer. Finally on May 19, 2014 I had spoke with a representative in the cancellations department. She was nice enough to correct my problem and issue me a credit for $7.00 to bring my final bill to the correct amount of $10.91. I had made a payment with my [redacted] on 5/19/2014 for $10.91 that successfully posted and Cox was paid on time for their final bill.

From May 5, 2014 to current I had been receiving COLLECTION calls from Cox Cable. I had received two letters from Cox Cable one dated May 16, 2014 and May 20, 2014 as well. I had contacted the billing department on May 24 and they advised me I needed to speak with the collections department. The collections representative I had spoken to on May 24, 2014 advised me that my account was still open and had not been closed out.

My account had been forwarded to collections. I advised her that I had made a payment on 5/19/2014 in the amount of $10.91. The full amount due. She advised me that there is still an amount due of $17.91 and I had to pay it. In order for my account to be fully closed out. She obviously, had no clue what was going on. This situation is UNACCEPTABLE since Cox Cable failed to close my account upon paying my final bill and their representatives are can’t even correct a minor problem. I have invested a lot of time and they still fail to resolve my situation. Cox Cable HAD NO RIGHT to forward my account to their collections department and report it to the credit agencies. This situation needs to be corrected in a accurate, timely, manner. I have never experienced such a poor consumer experience and a company who has NO CONSIDERATION for their customers.Desired Settlement: In order for this situation to be corrected, first I want Cox Cable to issue me a refund of $10.91 as a form of minor compensation. Due to the way I was treated by their billing representatives and how they handled my situation. Second, I want my account to be closed and have a ZERO BALANCE on how it should. Since the PAYMENT was MADE on 5/19/2014. Third, I want all collection calls and letters to stop. As this is a form of harassment. Along with Cox Cable to notify all credit agencies of their mistake they made of reporting me to their collections department. Thank You.

Business

Response:

June 10, 2014

Review: I have had Cox services since 2005 and over the past several years I have had issues with the cable and HD services. I have called Cox a couple of times and each time they blame either my tv or some other issue. Most times I cannot watch HD TV or HD movies on demand........its very frustrating.

About August of 2013 I called again and the phone rep stated that I needed to update my cable box and could get different services and "work me a deal" - I specifically asked if there was a contract I need to be aware of or sign and she stated' "No we don't do contracts" ....

Now I have called to cancel my cable tv and phone and just leave my internet service and I was told that I have a "verbal contract" and if I cancel they will bill me cancellation fees over $200+! I never disliked Cox and was planning on using their cable tv and phone and security services when I moved from my condo to my house but now ......

When I called today and asked to cancel the rep told me about my "verbal contract" I was told I would have to talk to the Legal Department and she was no help at all in resolving this issue. I would like to end my cable tv and phone services with Cox (without cancellation fees) - there main selling point over [redacted] and others is they don't require contracts - yet now I am being told I am in one.

I do not feel I should be paying any cancellation fees and I am extremely disappointed in the customer service experience I received after all these years.

Furthermore, there were no specified terms and the purchased goods are over $500 - besides I was never even walked through even a voice signature to confirm any such contract - I was told there was no contracts with Cox.Desired Settlement: I want to cancel my cable tv and phone services without paying cancellation fees because of a made up contract that I was lied to about.

Business

Response:

February 27, 2014

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

We would like to thank the customer for taking the time to file his concerns regarding the early termination fee (ETF). Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

On August 5, 2013 the customer called and informed the sales agent that he was thinking about going with a different service provider. The customer was provided the option of going with a 24-month contract bundle that would save them $41.98 per month. The customer gave his verbal approval.

On August 24, 2013 the customer’s first bill for the contracted service was sent. On the first page of the bill it informs the customer about the agreed upon contract while the second page shows exactly what services are under contract. The last two pages of the bill fully explain the contract and the early termination fee should the customer cancel the contract during its term which started on August 5, 2013 and will expire on August 4, 2015. The customer did notify the company regarding his service problems on April 1, 2013 and it appears over the phone troubleshooting may have fixed the issue. If the customer is still experiencing problems to call the number below for further assistance.

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: I am disabled, I also live with my minor child who has sever allergies, and also live with a person with a heart complication where he has had 3 major heart attacks. My service was set up in April of 2014, when I was told I would get telephone with voice mail, long distance,high speed internet, and all the cable channels except cinimax per my request for 159.00 a month for 2 years which I do not have voice mail or long distance, I have to pay extra now for basic channels that I asked if they were included and were told yes and now my bill a month is almost 200.00. The install the first time on May 15, 2014. The install was botched, another Cox employee came to the house and "fixed" the botched install and promised to take care of the rude employee they had come out to our home. After that install I had no telephone and I do not own a cell phone until 2 months ago. I have had 15-17 different techs, supervisors, and the criminal investigation team out to the property. They still haven't fixed the problem. I have been verbally abused by numerous Cox subcontractors and also Cox employee's, so has my boyfriend who owns the home. My 15 year old daughter was asked inappropriate sexual questions by a Cox employee while in the home "fixing the problem". I just had a "clean install" done 3 weeks ago, and I am still having problems with my telephone (static on the line, hollow sounds or the other person not hearing me at all), my internet which keeps bogging down if there is more than one computer on at any given time, (was told my modem which was replaced already once was running to high), and my cable tv which is freezing or losing sound (which I returned one box, and had 2 other boxes replaced one twice, the other 3 times). There is still a coax wire on the roof when they did the clean install, which is against the codes threw Cox and in Arizona. I have been called a liar, a [redacted] my boyfriend has been told he was intimidating looking, and my daughter had some Cox employee ask sexual questions to her. I have been calling in and letting people into our home since May, I have been dealing with the company on almost a weekly basis for different issues all connected to their service or their employee's. It is all on record. I also have pictures of the coax still on the roof, and the coax prior to the "clean install"

Product_Or_Service: tv, internet, phone

Account_Number: [redacted]Desired Settlement: This is my first attempt at resolving this, my next will be getting a lawyer and suing Cox for discrimination, sexual harassment, verbal abuse. I would like what I was told that I would have for services, ie: voice mail, long distance, everything working in order. I would also like the remainder of my contract paid by Cox. I will let Cox come out and do repairs for the remaining contract, but I am not paying another bill. Cox will be respons

Business

Response:

We apologize for the difficulty the customer has experienced regarding her concerns. When Home Owner Associations contract with Cox to provide bulk community services to their HOA residents the question of credits, compensation, and adjustments are relayed by the HOA to Cox Communications as billing and service agreements are maintained between the HOA and Cox.

We show no record of any communication from the HOA regarding the customer's request for reimbursement. If after thorough review of the customer's complaint any credits/refunds due would be provided to the HOA and left to their discretion to reimburse their resident. Thank you for your time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

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.

We do not live in a HOA, we live in a 100% payed off house, and there is no mention of the compensation for the harassment, verbal or sexual, or lack of services that were agreed apon when setting up installation as well as all the problems we are still having to date. Please review the notes from May 15th 2014 on and you will see how many times I have called in. There will be a monetary compensation so I can switch to another company, in the amount stated before, or I will be looking into contacting [redacted], and also a lawyer and any other media source. Or the rest of the 19 months payed by Cox with all the services I originally was told we would have. I am not trying to break my contract but I do feel that money is owed to me and my family due to all of the issues stated above. To switch to a different company, being on disability it is impossible considering 40% of my check a month goes to Cox.

Regards,

Business

Response:

We would like to thank the Revdex.com and the customer for the opportunity to respond to the customer’s concerns. It is always our goal to provide exemplary services along with competent and respectful customer care. We sincerely apologize that the customer does not believe this to be the case.

Concerning the customer’s reported interactions with our technicians we take these allegations very seriously. We had one of our Risk Management representatives go out onsite to address these concerns with the customer. Since the customer still has complaints regarding this matter we will have our Risk Management team reach out to the customer to provide additional support.

We apologize for the customer’s continual reports of service issues. We have done extensive line work including giving the customer the direct contact number for a Field Service Manager. We will be happy to continue to support our services and we want to address her service concerns but realize that may not be possible in every instance. In consideration of the customer’s reported concerns we have applied numerous service credits and will be willing to let the customer out of their service agreement without penalty should the customer choose to meet their entertainment and communication needs with another provider.

We have credited one month of the customer’s normal monthly billing as a final credit consideration for the customer’s reported service issues. We look forward to working with the customer to address any service issues and regret the difficulty she has experienced.

Thank you,

Executive Resolutions

Office of the General Manager

Cox 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 just wanted to inform you that COX Communications is not holding up their end of the resolution. I contacted them today as I am looking for a new provider as they had suggested, and I was told from a billing supervisor and also a billing customer service rep that I will still have to pay the early termination fee of 250.00 which in COX's response they said they would waive that fee. I was also told today that I would not be getting back my 100.00 deposit that I had to put down in April of 2014 to retain their services, they said they only issue a bill credit. I would like it back in my checking account or via check. I was also told that it may take them up to a week to get a hold of the woman handling this complaint, I responded with they had 48 hours for those issues to be reflected on my account. They set the terms to "settle" this, which was basically make me switch providers which is going to cost me 450.00. Plus they said they would have someone contact me about the issues with their employee's. This still hasn't happened. I have never been so disgusted with a company and their customer service or their resolutions to problems as I am with COX. They are not holding up to their end which they set the terms for, yet my terms were never address.

Regards,

Business

Response:

We will waive the early termination fee as stated in our previous response. The customer's account has been notated as such. We wish the customer much luck with their new provider.

Thank you,

Review: I had 2 checks return because I gave the wrong account number. One of the times I caught it and called the office and advised that the wrong information was given and tried to give the correct number, I was told by the representative that the check indeed went through. A few days later my cable was cut off and I called and was told that my check was returned, so I made a debit card payment. That was in November, I was not advised at that time that a check lock would be put on my account for a year, I was not advised of that until December when I tried to set up another check payment. I was told that I could speak to someone in the collection department to get the hold off, so I did and on December 6 another payment was taken by check and I was told that the hold was released. On December 29 I tried to make a check payment and found out that the hold was back on they couldn't explain why because the notes said it was taken off so he told me to call the local office back on monday. On Monday the rep said that the hold was on and there was nothing that could be done, I asked how was a check taken on the 6th if the hold was never taken off, to let me speak to a supervisor that said he was sorry I was told that the hold was off, because the rep shouldn't of did it. I said well since I was told it was off and the payment went through can it just stay off. he said no and that the rep and his supervisor would be talked to because it was not to be done. I think that it is wrong that the block was not taken back off I paid both of the returned checks as soon as I was notified of it and have never had an NSF check with this company. I stayed with them even when I didn't get the channels and the pricing I was promised and they continue to be shady. I would like for the block to be removed as I was advised it was so that my cable can be reinstated before I get a charge.Desired Settlement: I would like for the check block to be removed as I was advised it was done back on December 6th so that my cable can be reinstated before I get a charge. It would be nice for once that you guys honor what is said by your representatives even if it shouldn't of been done it was and I thought it was agreed on and taken off. I did my part by making sure I gave the correct information now I just want it to be honored.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding the check block that has been placed on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.On November 1, 2013 the company received an online check payment that was not honored by the customer’s bank on November 6. A check block was placed on the account at this time meaning the customer can only pay by cash or debit/credit card. On November 7 the customer called to make a payment by check and was informed that a block had been placed on her account due to more than one check payment being returned. On November 26 the customer spoke to a billing agent and asked the agent if the check block could be removed. The agent removed it (which should not have been done unless the approval was obtained by our collections department.) The agent proceeded to take a check payment over the phone. The customer called on December 30 and spoke to a collection agent who informed her that the agent that removed the block was not authorized to do so. The agent also reiterated that the customer could only pay by cash or debit/credit card. The check block will remain active until August 7, 2014.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: My internet was not working as a result of problems with the apartment building that I am renting. Cox Communications had to send a service technician to correct the problem, which was not something I myself was doing, nor something that was within my realm of control. The technician had to reset internet ports for the building itself, and also open up a sealed electronic panel within my apartment closet to correct the issue.

On Sunday, September 20th, I called Cox Billing, and spoke to a customer service specialist named [redacted]. I explained my situation to him. After he placed me on hold to research the issue, he told me he could not refund the difference and that the charge was valid.

Cox Communications does not incur a service charge for a service technician unless the issue was related to something within my realm of control, such as incorrectly plugging in a modem or configuring my computer to connect to my router. Since this issue did not involve anything I was able to control, I do not feel the service charge I was given is fair or warranted.Desired Settlement: I would like the $60 service charge to be refunded as soon as possible, as the issue that was fixed was with the building and not something I myself was able to control or fix.

Business

Response:

Revdex.com #[redacted]We have contacted the customer directly to address their concerns and provide a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I have called customer service a couple months ago about and extra charge and I wanted to cancel my internet service the lady in cancellations told me she was waving the charge, again this billing period I got the same charge.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by a service call charge that a representative advised we would not bill. We reached out to the customer directly and resolved the issue and collected all the feedback for coaching. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

[redacted]:

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,

Jose Luis Salgado

Review: My original service started with a bait & switch tactic for the TV inclusion on my internet package. I was promised access to ESPN & ESPN online service through the initial package. I told the salesman I wasn't concerned about HBO and whatever else came on it. We never have gotten it resolved with ESPN as after numerous occasions and individuals had conversations with my roommate & I about how ESPN would not ever be available unless a higher package was purchased. BAIT & SWITCH. Additionally, my requests to file a complaint in the company for salesman using bait & switch tactics to get lured into packages have been unattended to (and i'm sure never processed) for escalation. I understand that all calls are recorded, and I would like COX to pull the initial call when I was promised.

Why I'm angry now. Cox's customer service (for the most part) is rude, condescending, and really not many that I've spoken to are proficient at their job it seems. I strongly urge anyone that has the ability to actually use a different internet provider to do so, as their service is [redacted] POOR, and no one is held accountable for their actions at the company. Discombobulated communication between departments, transfers occur with new reps not knowing a single piece of information. This whole company from the consumer standpoint is frustrating.Desired Settlement: My price monthly has near doubled. I don't want monetary compensation as I feel $96/mo for internet & tv is sufficient (even though we've NEVER had even a trial taste of ESPN we were promised.)

I would like the original call pulled from COX of the salesman offering ESPN sent to me personally, also, for their sales division to be HELD ACCOUNTABLE for what they have their salesman tell people.

I've worked in call centers, I've been the driving force of helping companies obtain [redacted] awards for good customer service. I know good customer service, and COX is NOT it.

I know that COX communications will pay you ([redacted]) to keep their pristine A+ rating, however, I sincerely hope you charge them more this year **

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his experience with our Sales Department. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the concerns outlined in our customer’s complaint, we performed a full research of Mr. [redacted] account to gain a better understanding of the issues at hand. While we attempted to locate the recording for his original sales call from August of 2013, due to the amount of time that has passed since the original call, the recording was no longer available. We were able to speak with our customer on 12/30/14 and advised him that while we were unsuccessful in locating the recording for the call in question, we would ensure his feedback does reach our Sales Department leadership for further review and coaching. We also confirmed with Mr.[redacted] that the issues with his account were resolved when speaking with our Customer Loyalty Department on 10/1/14.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 ResolutionsCox Communications

Review: In December, I called Cox to let them know I would be switching to a competitor because of an advertised lower-rate. They agreed to lower my payments, but also said if I agreed to a two-year "price-lock", I could get the next highest tier of Internet service for a few dollars more a month. I was happy paying $37.79 for 6 months, but then month 7's bill was $55.43, and month 8 was $62.99. I didn't catch it immediately because Cox convinced me to sign up for auto-bill-pay. I spoke with a representative on 8/18/14, who informed me that the "price-lock" only locks in the rate of service, and that I had been receiving a 40% discount on my service, which had a promotional period of 6 months. This was never disclosed to me in my phone conversation back in December and I feel that this practice is very deceptive. To me, a "price-lock" indicates that your payment should not change for two-years. The representative did offer an additional 6 month promotional rate of 30% off, but I'm unhappy with Cox's business practices.Desired Settlement: I would like a credit for the months that I had to pay more than $37.79, and I would like my $37.79 rate locked in for the two years that I had originally agreed to.

Business

Response:

It is always the goal of Cox Communications to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding the pricing of his service.

The customer contacted Cox Communications by phone on December 26, 2013 and spoke with our agent. He was interested in finding a better price for his internet service. Our agent went over pricing options with him and he agreed to increase his internet speed with a promotional rate discounting the rate 40% for 6 months and a 24-month Price Lock Guarantee (“PLG”). Cox’s PLG Agreement states that, after temporary promotions have ended, Cox will not charge more than Cox’s published regular month-to-month non-promotional rates in effect as of the first day of the PLG Term for the PLG services designated on the customer’s monthly statement. The customer’s bill went from $41.99 to $47.99 and the internet speed went from 5Mbps to 25Mbps.

Prior to adding a PLG to a customer’s account, the Cox representative read a mandatory script explaining which services are locked in , the term of the PLG Agreement, the amount of the early termination fee, and how to opt out or cancel the agreement within 30 days, without incurring an early termination fee. The Cox representative also explains to the customer on a short-term promotional offer, that the customer’s promotional rate will adjust to the Price Lock rate at the end of the promotional period. Cox informs the customer that a copy of the PLG service agreement is available online 24/7 at [redacted] and will also be included in the customer’s next billing statement. The customer is required to confirm their acceptance of these terms and conditions prior to being enrolled in a Price Lock offer.

Page one of the customer’s January 18, 2014 bill clearly and prominently states in a notice that the customer should read Cox’s PLG Agreement enclosed with the bill and informs the customer how the Agreement affects his rights and obligations. The notice further explains to the customer how he may cancel or make changes to the PLG Agreement without incurring an early termination fee. All customers entering in to a PLG receives the same notice. The January 18, 2014 bill also states which services are protected and at what rate.

On the customer’s June 17, 2014 bill, prices were increased in accordance with Cox’s PLG. The price increased because the internet promotion the customer signed up for in 2013 ended. Service from June 17 through June 25 was billed at the promotional rate and service June 26 through July 16 was billed at the non-promotional rate. The customer’s July 17, 2014 bill reflected a full month of service billed at the non-promotional rate.

On August 18, 2014 the customer contacted Cox Communications to discuss the increase of his bill. The agent added a new discount reducing his monthly rate 30% for 6 months.

It is possible the customer misunderstood the difference between temporary promotions Cox offers as part of a customer entering a two-year contract and Cox’s PLG. Promotions are time limited discounts or offers that may or may not coincide with the length of a two-year contract. Cox’s PLG governs the duration of a two-year contract and specifies how much Cox may charge after a promotion has ended or changed. This is an important distinction.

It is our hope that the information we have provided will assist in the resolution of our customer’s dispute and regain his confidence in our organization. He is a loyal customer and we want him to know that his patronage and loyalty is important to us and we appreciate his business as a valued customer. For future assistance with any other issues that may arise, he may call our Customer Care Center at [redacted].

Sincerely,

[redacted]/Office of the General Manager/Cox Communications Executive Offices/Arizona

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.

Cox gave me a price I liked using a promotional rate which I thought would be my rate for two years. If I misunderstood the details of what they were offering, then I'm sure many others have experienced the same issue.

I went back and checked, and no where on my online statements does it state "6 month promotional period" next to the $37.79 Internet charge. It just says "Preferred Internet Service (Promo Rate)". How am I supposed to know that my rate would go up after 6 months? It's confusing.

Had Cox's customer service rep told me that my bill would be $60+/month after 6 months, I never would've agreed to a two year contract. I've been paying between $30-40 with Cox for the last few years, and I was happy with that. The least Cox could do is give me the same rate I agreed to in December or decrease my Internet speed so it goes under $40.

Regards,

Business

Response:

It is regretful to hear that the customer experienced confusion as to the length of his promotion pricing. Promotion pricing is discussed prior to adding the discounts to the account. The customer has subscribed to Cox internet service since October 2009. Since then the customer has had promotional pricing lasting 6 and 12 months and his bills have included information regarding the regular monthly rates for his service and the other internet services Cox Communications provides. Based on this the customer should be aware of the regular price for the internet services he upgraded to in December 2013.

The customer contacted Cox in August 2014 because his bill increased. We did bill the customer the price agreed to in December 2013 of 40% off for 6 months. As a courtesy we were able to offer a discount of 30% for an additional 6 months which is slightly more than the $40 he would like to pay. Unfortunately we do not have a pricing package that can meet what the customer would like to pay.

We want our customer to know that we are deeply committed to being his most trusted provider of communications services and apologize for any inconvenience that he experienced with regard to this issue. If there is any way in which we can be of further service, we ask that he contact our Customer Care Center at [redacted]. Thank you.

Sincerely,

[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

Review: non working service of internet or cable for 4 weeks. I called , other neighbors have called. I was given wrong information about my account and my information was given to a 3rd party vendor from Cox. I have called 23 times in the past 3 weeks to get them to fix the problem and has yet to be resolved. Every time I call, I am told that a supervisor will call me back and yet I hear nothing. I am told they will send a technician out and they don't. It has been a bad experience and I have had a number of problems with the,Desired Settlement: I want them to fix my cable and internet since they have not done it yet and refund for the month

Business

Response:

November 1, 2013