Cox Communications, Inc.

Review: Moved to new home five months ago; all services available through Cox (e.g., phone, internet, HomeLife, etc.) were contracted for and installed. However, white cable exposed and running across acre of property. Cable needs to be rerouted and installed underground due to being too far from wrong box (still connected to it); after five months, still not completed. Several calls to Cox with assurance crew would complete work "any day" to no avail. White cable running across acre of property is unsightly and HOA questioning it. Keep getting promises and lip service from Cox and no resolution. Holding off on landscaping of our lot b/c informed work would require digging up hardscape and rockery.Desired Settlement: Crew come and reroute white cable underground and to proper cable box.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding the cabling on her property. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint, we were able to make contact with our customer on 1/11/16 to address her concerns. After making initial contact we were able to work closely with our Field Leadership team to ensure a technician was dispatched to the home to repair and remove the unwanted cabling mentioned by our customer. Additionally, we also addressed a lingering damage claim concern with our customer as well. We have spoken to our customer again as of 1/18/16 and we are confident the issues at hand have 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. George Executive Resolutions Cox Communications

Review: I used to have Cox Communications cable at a house 3 years ago. I moved from that house 2 years ago December 2011. I returned the cable boxes in January 2012 to the location on [redacted] and the [redacted] in [redacted] and was given a receipt. When I moved I still kept internet and phone just not cable. I just moved again in July 2013 and disconnected the internet completely. I then received a $1575 bill for the 3 cable boxes from 2 years ago!! I called Cox and the rep on the phone said she would submit a search for the boxes and would call me back. 1 week later she called back and said the charges had been taken off (this is documented and verified in the notes in their system). Then a month later I get a bill again showing that the $525 per box (times 3) had been taken off and another $1,128.90 was put back on ($376.30 x 3). So then I went into the Cox where I had returned the boxes and the manager [redacted] said she would look into it and give me a call back. A week later she called and said they removed one of the charges since they should have notified me they didn't show the equipment returned 2 years ago but I would need to pay $860 or go to collections or show the receipt from 2 years and 2 moves ago that I have no idea where it is. Also I just turned 18 years old on September 24th (dob 9/24/95) and I think its unfair that I am being penalized for something I returned when I was 16 as a juvenile and now they wait 2 years until 4 days before I turned 18 to charge me for them and now want to send me to collections for some 2 year old boxes I returned. I need to have this removed immediately. I am still in high school at Chandler High School and I also work full time as a waitress at [redacted] to support my sisters and I cannot afford to pay for something I didnt do!! And I don't need a false charge on my credit. I just turned 18!! PLEASE HELP!!!Desired Settlement: Charges taken off for boxes and correct final bill sent to me (should be $59)

Business

Response:

December 20, 2013

Review: when I started my cox service, I was quoted the price of 39.99 per month for 50 mbps internet. I also noted details of the cox employee who I spoke to. But now I am being charged 54.99 for the same. I called them twice and they waived extra fee for the 1st month. but starting 2nd month I am getting a bill of 54.99. Please resolve this billing issue and offer me a rate of 39.99. I also started tv service recently and would appreciate if they can provide me cost details of that service too.Desired Settlement: internet service to be charged at 39.99 per month and provide me correct billing details for my tv service

Review: My issues are: 1) Overcharging for services, 2) Misleading advertising communications and service upgrade offers via email, 3) Unethical equipment lease practices and 4) Service recovery failures at all levels. My Internet connection wasn't working due to intermittent failures, so I had frequent talks with technical support whereby the ultimate outcome was that it "was at my end - I needed a new router." I purchased a new Apple router for $179; the problem continued. After many hours trying for a resolution, a Cox technical representative told me I could return their cable modem for another. What a breakthrough! That is when I took a close look at my automatic billing. My bill jumped almost 50 percent to $276.50 from $199.36 in September, 2015 because my 2-year contract ran its course. Cox claimed I was notified. I saved all my emails - I looked back and saw an email titled, "(my name) UPGRADE YOUR EXPERIENCE." It said to "Secure your service: Keep your same services and SAVE." I noted the message, did not want any upgrade that would cost me more, and the "Keep your same services and SAVE" verbiage implied that I could save even more if I renewed; it did not suggest my bill would jump almost 50 percent. This was misleading. I was fine with my current arrangement, so I didn't feel the need to go through an up-sell pitch. I was NEVER notified of the increase; the email communications were misleading because they implied that nothing was changing. I took the modem back as the technical support person advised. I brought the new modem home, installed it and had some issues that were ultimately resolved in yet another round of several error-filled chat communications. The new cable modem didn't have a battery back-up putting my family in harms way should there be a power outage or cut power line. How could Cox change the equipment and not tell me the ramifications.Desired Settlement: Refund me all I am owed given my billing increase since the time the almost 50 percent jump took effect. Offer me a COMPETITIVE bundle for continuation of service that takes into account my loyalty and your service failures. Extend me an apology, and adjust your contract renewal procedures and marketing communications to better inform and more clearly communicate to other consumers of your intentions at the point of contract end. DO NOT SEND PURPOSEFULLY MISLEADING RENEWAL EMAIL COMMUNICATIONS! Also, update your equipment replacement practices and notifications to inform when, for example, a back-up battery is no longer is available so that families can remain safe from power failure risks if their security system relies on the phone. Instill improved escalation procedures in managing customer complaints so that it doesn't take hours and hours to get minimal resolution.

Business

Response:

January 4, 2016—Revdex.com complaint Michael Goul

We were sorry to hear that a customer is unhappy with our company

and services. As a service oriented

company, we know that our success is largely dependent upon the satisfaction of

our customers.

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

your company, we contacted him directly by phone and spoke to him on December

28, 2015. We are sending the client a

follow up email so may correspond directly with us regarding his concerns.

As always, we appreciate the opportunity that the Revdex.com has given to

us. Thank you.

Catherine/ Cox Communications Executive Offices/ Arizona

Review: I been a loyal cox customer 15 yrs. this yr.cox ran a cable line under ground through the wall of my house. I have experience exstreme slow internet, major freezing. now they want me to pay for their mistake. the last tech didn't fix problem. i'm being charge for the visit. total bill-177.44. my monthly bill has been-47.99. I was told their sending another tech. to reroute cable in a different part of my house oct. 21,2014. that should tell you: it's not my fault. I want them to wave additional charges, put me back at 47.99 a month, and fix the problem if they want to keep me as a cox customer.Desired Settlement: wave additional charges:177.44. continue paying 47.99 a month

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 her billing and service issues. We sincerely regret the inconvenience that she has experienced with our company.After reviewing the account adjustments were made to the billing. We spoke with our customer to confirm the actions taken and apologized for the way her account has been handled.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Sincerely,[redacted]/ Office of the General Manager / Cox Communications Executive Offices / Arizona

Review: I have been a Cox customer for over 10 years. I recently moved and wanted my phone and internet service to move with me. I don't think that's unreasonable. I set it up online, chose the dates I wanted to stop service at my old address and start service at my new address. I received an email confirmation that everything was ok and I would receive a call. Well, in the middle of working 50+ hours a week, moving, dealing with holiday events, I didn't pay very close attention to the fact that I never received a call from Cox. So, after the new year when I was getting settled in, I made time to call them up and see what on earth was going on. Short answer, they screwed up. Because they're screw ups, the screwed up. The sales kid couldn't find a record of my web confirmation, even though I still have the email, still sitting on their email server. Then they wanted to charge me $30 for each service to transfer. Finally I was told that they were having a special on professional installation which would be free, but I'd have to allow a technician into my apartment to set up the phone and internet. Fine. I can turn on a modem myself, I don't need to pay $30 to someone who know less about network technology than I do to lie about signal balancing, but if it's free and it'll get the sales kid to just shut up and set up an appointment I'll endure. The technician was a very polite, very well-meaning it that set up a daisy chain of splitters so that my internet speed was cut in half. After he left I rearranged everything so it works properly. Then, tonight I took a look at my bill and saw that they had added expanded basic cable to my account - an additional $70 a month, despite my insistence, and the sales kid's (LYING!) assurance, that nothing new would be added to my bill.Desired Settlement: Honestly, I wish some other company would move into [redacted] and start providing real competition to Cox because century link just plain sucks, and cox knows that they don't have to try. As long as they're allowed to have de facto monopoly on (real) high speed internet access they're not going to change anything tht they do.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by not being fully informed on pricing and services. We have attempted to contact the customer directly by telephone and email. The customer’s previous location did include TV service. The TV services were at zero cost due to the location’s agreement with Cox. The customer was not advised that the transfer of service would include the TV service at a cost due to the new location not having an agreement with Cox to cover the TV portion. Once we have made contact with the customer, we can review the account in detail and come to a successful resolution with removing the unwanted services. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I have been trying to downgrade service which requires a tech to come to my house. Every time a tech is scheduled, no one shows. I have missed work and sat at home waiting multiple times. My appointments get rescheduled without anyone speaking to me or my concent. I have spent hours daily calling and speaking to people who promise they fixed the issue or that someone will show or call at no avail. My account is "possibly qualifies" for a $20 credit for the on time guarantee. The issue still has no need resolved, a tech still hasn't come out, no one who promised to call me back has. I feel like they are doing this to force me into paying for service I don't even want.Desired Settlement: I would like them to send the promised technician to do the work they're supposed to have done already, I'd like my bill to be credit for services charged after the initial contact requesting to downgrade and I would like them to know they can't force people to keep their services against their will.

Review: On November 15 2014, I contacted Cox [redacted] to obtain Internet service for my elder mother who needed access to Internet for limited browsing. I spoke with [redacted] (who was from a national calling center) who told me about a Starter Package which consisted of $19.99 per month for 12 months, followed by $32.99 for another 12 months. I asked if the $30 installation fee could be waived since my husband would connect the modem. After speaking with her supervisor, [redacted] informed me that Cox would waive the installation fee. However, [redacted] also explained that she was incorrect in her quote and the Starter Package would be for six months only. I expressed my disappointment to [redacted], for giving me an incorrect quote, and asked that she honor the quote she gave me. [redacted] told me her supervisor was unavailable, that she would forward me to customer service, provide them with my information, and they would assist me further.

I don’t recall the name of the Rep I spoke to from Customer Service, but he informed me he did not have my information and I needed to explain my conversation with [redacted]. He, in fact, could not help me and further informed me that he could not find the Starter Package I requested nor any other package for $19.99 per month. When I asked to speak with a supervisor, the Rep informed me that none were available but he would submit a request for someone to call me back. He said I would be contacted within 48 hours. On the evening of November 26 (11 days later) I was contacted by a supervisor named [redacted] who asked me to explain the problem, which I did. [redacted] said he would need to investigate my complaint and call me back, but never did.

On December 22, I contacted Cox [redacted]. I spoke with [redacted] and asked if he could assist me with my request to obtain the Starter Package. After reviewing all the options offered by Cox, [redacted] said the only package available at $19.99 per month is when this service is bundled with other services, i.e., cable, landline, etc. I then asked to speak with a supervisor.

I was transferred to [redacted] who confirmed what [redacted] had told me and could not offer Internet service at the price I was quoted without bundling services.Desired Settlement: I would like to receive the terms and conditions quoted to me on November 15: Internet service for $19.99/month for 12 months, $32.99 for an additional 12 months, and no installation fee.

Business

Response:

We apologize our customer felt the necessity to file a complaint to the [redacted]. We have contacted our customer and reached a mutual agreement for services and pricing. We apologize for any inconvenience our customer has experienced in regards to this issue.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Review: I8 keep getting booted off line every night at 12:30a.m to 4: am each night this week. I called in several times to night and every tech I spoke with says they need to send a tech out to see what is going on but they cant send them at night when it keeps happening and tonight I asked for a credit and was told only the billing department can issue credits. I spoke with a supervisor named Chad and was told unless they send a tech out and I pay for it he cant credit me either I p[ay full price for my services and am getting half service . this is not right.Desired Settlement: I want credited for not getting the service I pay for. so far three nights same problem

Business

Response:

Revdex.com #[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.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: After moving the first of April, Cox continued to bill me for services at the prior address as well as the new address despite a transfer of internet service and cancellation of TV service had properly been filed. Once the issue was caught several months later they offered me a credit to my account. I accepted this initial offer, but they charged my account the next month rather than pay the bill from the credit. I called once this happened and called customer service and was assured the money would be reimbursed to my account in 3-5 business days and then the charge would be properly applied to my credit. Over a week later, the charge was applied to my credit, but no money has been returned to me. I am now being told I will be reimbursed once the back office gets a hold of the agent who I originally spoke to and it would be about a week once that happens.Desired Settlement: I need the money that was inappropriately charged to my account refunded to me ASAP. I have also spent several hours on hold and speaking with people at COX to get this corrected, only to tell me I just have to wait for the funds to be returned to me. I feel I need some sort of reimbursement for the amount of time spent to try and get the money back that was inappropriately taken from me in the first place.

Business

Response:

August 12, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer is having difficulty receiving his refund. Due to the circumstances, we contacted the customer directly to discuss his concerns. We requested our Accounting Department to process the check and send to the customer as soon as possible. The customer has our direct contact information if he has further questions regarding this matter. As always, we appreciate the opportunity to assist our customer! [redacted]/Cox Communications Executive Offices/ [redacted]

Review: I called Cox communications today, around approximately 10am, to cancel my service. I was very disappointed due to a horrible customer service and being tossed around and given different information. Originally I called on Wednesday July 16th 2014 because magically my bill went up way too high, from approximately $80 to $145. I was transferred to so many representatives, disconnected 4 times. I was told I have had a promotional price for 6months. However nobody told me that when I signed up. Additionally I recorded that phone call and told each representative I am happy to provide with the recording so they see that I was never told this is a 6 month offer. After being disconnected again I called for a 5th time. A manager was not available and I was promised they will call me back. No one ever called me. I end up getting so upset with their poor customer service and constant lies that I called [redacted]. I chose a service and scheduled a installation for Monday July 21st. So this morning I simply called to cancel my service with Cox. The representative end up talking me into staying by lowering my bill to $70.35 (this including taxes). I made sure my service remains the same and he confirmed that. I chose to stay with cox and after I hang up with them I called [redacted] and canceled the installation appointment. That afternoon I came back home turned on the TV and noticed my favorite channels are missing. I called Cox (again) to ask them to fix that and then a new nightmare with them began. They said I was downgraded to the Economy package and I don't get those channels anymore. I asked to speak with the person that talked me into staying. He called me back and confirmed he downgraded my services. I asked why didn't he never told me that. He just selected the cheapest package for me to make me stay by misrepresenting the product and what I am getting. So now Cox cannot do anything for me. They cannot honor what they promised in order to make me stay with them. Additionally I cannot get my appointment back with [redacted] and have to go through the sales call all over again. I cannot understand how companies like Cox get away with misrepresenting, lying and disrespecting their customers. I was promised a manager would call me and the recording of my phone call earlier today will be reviewed. I hope so but I doubt it as so far I have come to the conclusion that Cox Communications scams people.Desired Settlement: I would like for Cox Communications to make it right with me and honor the proposal they gave me this morning. It is the least they can to make up for the problems they caused. If they had just canceled my services I would have had my appointment with [redacted] and none of the additional headaches would have happened. I believe they actually should offer additional complimentary services for the hours of my day wasted and causing complications. We all work and I dont just have time to sit on the phone with Cox. I lost money while trying to resolve a very simple issue.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her billing and service issue. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.The customer is upset because a miscommunication error occurred regarding her monthly rate and service levels. The customer cancelled her disconnect order and her new install order with another provider because of the error. I called the customer and offered to credit her account the difference in pricing for the disputed amounts for one month. I also offered to upgrade her services back to her previous levels. The customer accepted the resolution. The customer’s credit will show on her new bill as of 07/25/2014. 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 ###-###-####Call: ###-###-####.Thank You[redacted]Executive ResolutionsCox Communications

Review: I live in an apartment complex, so there is a shared junction box for internet connections. Every single time a Cox technician turns up to change someone else's connection, my connection ends up being interrupted. This issue has happened so often (2 times in the past 4 days now) that I almost always immediately know what the problem is. In spite of speaking to their technician and telling him to please watch out, the issue continues.

It is further exacerbated by the fact that Cox does not send out engineers for days at end to fix *my* issue, after it was their very engineers that created the issue in the first place.Desired Settlement: I'd like Cox to give me a credit on my billing amount, and further to reduce the monthly amount that I pay for my internet service, due to the poor quality of service that has been provided me in the past year -- this in spite of repeated attempts at contacting both customer service staff and technical staff.

Business

Response:

August 15, 2013

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

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

If a cable line is not properly tagged with the correct apartment number or incorrectly tagged, this kind of issue can occur. In early August a field Supervisor met with the customer at her apartment and made sure the cable line was properly tagged and also placed a sizable credit to her account.

The customer can call our Care Center at the number below to see if we have any promotions that would discount her 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: My TV keeps picture freezing,tiling audio problems. picture disappears. Computer issues such as slow speed screen jumping connection issues.Desired Settlement: Have had techs come over 3 times and still have problems and this is a new building and we are the first new tenants. Have to reset TV and computer every day. Been having this issue ever since we moved in and there is no reason why this problem should happen in a new building. We deserve a total refund since day one of moving in. I know they will not do anything but call and interrupt us by trying to fix the problems.

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 their services. We have contacted the customer directly to address their concerns and provide a successful resolution.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I called in today to pay my monthly bill $62.99 + $8.00 late fee.

but I was billed $133.00- when I spoke with a rep I was told I was billed for my monthly charges + my late fees and next months bill.

I disagree with this!. I should not be billed for a month that has not yet stated, what if I call in nxt month and billed again for the same month.

I believe this is inaccuart and unprofessional. You should be charging me for the month I currently am in, not for a month that has not yet start.Desired Settlement: I want to be billed my accurate monthly balance of $62.99 to my late fee's only!.. not for a month that has not yet started. If not resolved I want my services disconnected and I will find a different carrier.

and I would like the future balance removed, this could considered fraud. Thank you

Business

Response:

June 2, 2014

Review: I had [redacted] communications before I moved and had set up service to be traansfered and hooked up in my new place on the second of june and was told they would have me hooked up on May 2nd 2013. When the tech came out on the second he said that he could not hook me up cause I was too far from a junction box and they would have to gets permits to run an underground cable to put a junction box by us. A [redacted] communication person came out took measurements and said he would be submitting for those permits and to call in a couple days. I called only to find out that someone had canceled our hook up order which I never did, I have a medical necessity for thier services as I get the bundle which includes phone and I have a heart monitor that gets hooked through the phone line for them to monitor my pacemaker defibulator. So I told them I never requested services be canceled and they told me them would have to start them all over again send out another person to take measurements and submit for the permit to run the junction box. On May 29th they called my neighbors cell phone and said they got the permits, all the time we kept checking back with them and could not get a straight answer, I called them back on May 30th and they said a tech would be out to hook us up that day. They tech call at 8am and said he would be here in 15 to 20 minutes and when he had not shown or called us back in an hour we called [redacted] once again. I talked with a supervisor who told me that the crew was on site to run the underground cable and when they were done a tech would be called to hook us up and we would be hooked up that day he said he guarenteed it. Hours go by and no word from noone walk down towhere the jucntion box is and there is no one there and nothing had been done. Called back and talked to another surpervisor and he said he called them again and they were still working on it and that they may have had to go from a different box but we would be hook up today for sure. Still by 6 pm we had not heard from anyone nor been connected called again and no one had any answers but to call back in the more because nothing was updated. Called this Morning June 1st and was told they dont know where everything stands the box they were suppose to use is out of date and they are not using it anymore so the permits they got are no good, we still have no services and now are being told yet another 2 to 3 weeks I need my services in place, they can sure be quick to ask for thier bill even if you are only 2 days late and not behind but cant provide a service they promised over and over again.

They need to keep in contact and let customers know what is going on instead they say nothing to them until they call into them what kind of service is that???????/ Thier neighbor behond us has service why cant I ????????Desired Settlement: I want the job done Asap and I want credits on my bill to reflect all that they have put me through trying to get this done , not just one months service and not transfer fees and no hook up fees If I needed to call 911 cause I am having a heart attack they told me it was not thier problem so If I was to have one before they could get services promised to me hooked up than what, Compensate my bill according to how you would want your family members done if it were them , I am not the only one in this house with medical issues mine are just the most serious my daughter has a siezure disorder what about her the neighbor behind us has service why cant I get it?????

Review: Continuous interruption of cable service. For months, I have called and explained about the failed service. I have spent numerous hours (HOURS) on hold, explaining the outage. I have had several COX techs come and work on the problem, alas within days I spend a lot of time on hold to explain the same issue. I have had lead tech's, supervising tech's and numerous visits. Yet I continue to have constant interruptions of service. Each time a COX tech shows up they are friendly and explain there won't be a charge for the call (they also remind me that I have paid an extra monthly fee for this service). However, again I have the same interruption of service. My monthly charge is over $200 dollars a month, I have continued to pay this extortion (I consider it extortion since I continue to receive less than acceptable service). I was once offered a credit, I was transferred to the department, put on hold, and after 7 minutes, received the message that the office had closed and that I should call back the next day.Desired Settlement: I have received so many apologies, and assertions that this would be addressed. Yet: the song remains the same!!!

MY DESIRED OUTCOME: TO HAVE CONTINUOUS SERVICE THAT I PAY FOR. I AM SO SICK AND TIRED WITH THE INSINCERE EXCUSES AND PROMISES!!!!!!!!!!!!!!!!

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 address his service issues.We have been in contact with our customer and are working to a positive resolution.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 charged for unreturned equipment. I called and asked about the origination of the charge. They said they conducted an audit and it looks like I did not return an obsolete cable modem that they insisted I change out due to their network being upgraded. This happened 14 months ago, but the charge turned up on my bill now. I vaguely remember the changing out of the equipment, and I think I did return the obsolete equipment. Since it has been more than 14 months, I don't have the receipt.

I explained to the Cox Rep that I dont mind paying for what I owe. But the timeliness of this is not good business. I am not sure I will be able to find the return receipt. If this type of action would have happened 12-13 months ago, things would have been fresher in my memory and I could have acted more proactively on this. But to come chasing customers down 14 months later on obsolete equipment that might or might not have been turned in is cheap.

Its put me in a position of how concerned should I be in being a COX customer. There is nothing to stop them from doing this again and I have no recourse, other than to leave COX for another provider.

I don't think its right for how long COX decided to wait to deal with this issue. $133 is a lot of money to slap on someones's bill 14 months later without any prior warning or notification. I have been a paying customer since 2004. I pay my bill and use the service. This is the first time something like this has happened. I have no choice but to start looking at the offers of other service providers to prepare to switch due to trust issues with COX.Desired Settlement: Please take off the charge dated March 27th on my current bill for $133.22

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding the unreturned equipment charges. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly investigated our customer’s claims. Upon completion of our investigation we were able to confirm that we sent the customer a new modem on 3/5/15. The new modem was sent with a return label for our customer to send back the other equipment. Even though our records do not indicate the other modem was returned, as a courtesy, and to remain in good faith with our longstanding customer, we have removed the equipment charges from his account. Additionally, we removed the charge from his current pending payment to reflect the balance due accordingly. 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]. Jaimi / 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 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,

D[redacted]

Review: I have been with cox almost a year now. Last month I changed my service from having internet and tv to just having internet service. My monthly bill while having tv and internet was about $150, my new monthly bill for just internet was going to be $59.99. After I switched services and returned my tv equipment, my online statement said that I was going to be billed $671 on my auto pay. I called them regarding this and the representative I spoke to told me that I was NOT going to be billed that and that the only bill I was going to be charged was my now $59.99 monthly payment. I asked him several times because I was concerned. He told me that my online statement just hadn't updated yet and said that he saw no charge of $671 that would be placed. He ASSURED me I would not be charged what my online statement was showing, but I was. The $671 was automatically taken from my account. I immediately called about it and the person I spoke to explained to me that I had a $150 termination fee and they still charged me for the equipment I had returned. They told me I would be refunded for the equipment which was $380. After getting that refunded and understanding the termination fee there is still about another $140 I was charged. Plus I had already paid the old bill of $150 that month. I feel that I should be refunded the full $671 because I was told that I wouldn't be paying it and I had already paid them for the moth I changed my service. When I was speaking to someone regarding this issue they told me that all their phone calls are recorded and I told him that they need to get the recording of the phone call where I was told I was only going to be charged the regular bill of $59.99. They told me that they unfortunately did not have a recording of that phone call. Seems very convenient for them. I am truly disgusted with the whole situation and the way that Cox refuses to make it right. I am also very disappointed in their customer service.Desired Settlement: I think that Cox should make the situation right and correct their mistakes by giving me a full refund. Not only because they owe me my money back, but also for all this trouble I am being put through.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their payment and billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we performed a thorough review of our clients account. A refund in the amount of $382.20 was processed on 3/15/16 and credited to the client’s credit card. In response to his request for additional credit, our records indicate he was on a Price Lock Guarantee from the inception of his account. The terms and conditions of this agreement were on his first statement and confirmed that there would be an Early Termination Fee if any services were canceled. We do not have support to issue credit for the Early Termination Fee. We hope this information has been helpful to your office. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

Even with me paying the $150 termination fee, there is still a $140 difference that was taken from my account that you did not address. I had also already paid the bill for that month prior to changing my service.

Business

Response:

Revdex.com #[redacted] - Rebuttal We would like to thank the Revdex.com for allowing our office to address the additional concerns our customer brought to your attention. After researching the $140 in question, we found that this amount was for services rendered from 1/18/16 – 3/17/16. For specific details on services rendered or questions about his billing he can contact our friendly Customer Care agents at 623-594-1000. He can also view his statements online at www.cox.com. Again, we would like to thank the Revdex.com for their time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I was promised over the phone $34.99/mo. for tv. Then $10/mo. more after a year. After they installed, now they're saying that deal is not possible.

We initially called because we had a problem with our router, but they tried to sell us a good deal on TV, so we decided to look into it and call back after the internet was fixed. When we called, we were told the initial deal we were offered was no longer available, we agreed upon another deal, that was repeated multiple times between my husband, Josh [redacted], and the Cox agent on the phone, as well as with me because we had to agree it was a good deal.

We were promised $34.99/month for the first year for TV. We asked how much the bill would go up after that year, and she told us "It will be around $10 a month more, maybe a little more with taxes added." So we agreed to the deal, and had the TV installed. She told us it would be installed the next day from 3-5pm. At 5:30 pm the next day I went online, as they hadn't shown up, and saw that they had actually scheduled the installation for the next day. When I called to see if they could move up the appointment since they had promised us that day, they said they were unable to, but to call after it was installed, and they would waive the installation fee for the inconvenience. After the installation was completed, we called to have the installation fee waived, and they said there was nothing in the notes to have it waived, and it took an hour of talking to a supervisor to have it actually waived.

Today my husband viewed the bill, and they are charging us $87/month for TV. He called to have this corrected, and [redacted] (no last name provided) said that the deal we were promised was not possible. We asked to be transferred to a supervisor, and were connected with [redacted], who is NOT a supervisor. We were then transferred to [redacted] in the Oklahoma office, who told him she couldn't do anything, and provided a number for the district supervisor. That number rang for 2 minutes then hung up. So he called back AGAIN asking to talk to a supervisor, and was promptly hung up on. No one seems to be able to help us get the deal that we were verbally promised.Desired Settlement: We just want the deal we were promised, which was $34.99/month for TV for the first year. Then after a year, it would go up to $35.99/month for TV.

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. We have contacted our customer to address their concerns and are currently working to provide a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

Review: I disconnected with Cox on Sept. 26,2014. They keep billing me and turned me into collections. I have an email from one of the Cox people stating that they owe me 245.00. I have spent several hours on the phone with them being transferred to four different departments. I was told they would look into my refund and they would call me within a couple of days, that was three weeks ago.Desired Settlement: They need to get their------ together and refund my money and make sure I didn't get a ding on my credit.

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 her attempts to address her billing and receive the correct refund. We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint we reached out to our customer to obtain more information. We then did a thorough review of the account and found a correction with the billing was needed. We made the corrections and contacted our customer to go over the additional credits given and how the credit was determined. We also explained the credit would be refunded by check and when she should expect to receive the check.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]