Cox Communications, Inc.

Review: If I could sum up Cox up in one word, it would be Crooks. When I signed up, the sales representative actually lied to me stating that it would cost less to have a phone line as well as internet services, which I repeatedly stressed was all I desired to have. When I got the bill, there were excessive additional monthly fees that were added. I had to phone in and go two levels up in management, spending 90 minutes of my time to get the fees removed...for something I never wanted in the first place.

Cox lures you in with a reasonable initial price, then as soon as you're a loyal customer, they raise prices. My costs have gone from $30 for mid-grade internet with "starter cable" (which are the same channels every person with a TV and no service gets anyway, another lie) to $67 for just internet within 18 months. First it went up to $50...then $55...then $64...now $67. As if I wouldn't notice.

The website never works to go online and make a payment. I always try on my computer and phone. It's probably another ploy to make customers late, and collect additional late fees. This is how much I distrust Cox Communications and their employees.

Cox is manipulative and unfair. I am moving out of my apartment just to get away from Cox, and will only live somewhere else that has another option available.Desired Settlement: If Cox were to return to a fair internet price that began at $30, even $40! I would stay as the loyal customer that I've been. However I don't see Cox making a dignified choice such as this anytime soon.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer is negatively impacted by concerns with promotional pricing. We did recently try to reach the customer by telephone and were unsuccessful. We sent an email in an attempt to make contact. Once contact is made, we can view the account to assist with the concerns the customer has listed. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: 8-14-13 I received a marketing call offering restoration of TV basic programming (work order #[redacted]) The deal offered was $99.95 pkg mo- no contract, no installation fee, internet upgraded no fee (which I did not ask for). I already had internet and phone service with Cox. Instead of an expected Basic TV increase; my bill which had been averaging $75-$80 per month w/o TV service almost doubled $141.82. I obviously did not subscribe to a basic TV service to have my bill doubled and I cancelled the TV service. However my internet free jumped from $26.99 per month to $55.99 per month. I have attempted to obtain an answer from Cox Ref: how does no charge for Internet upgrade (which I did not ask for). Translate into a $29 per month Internet Services increase. I have made multiple calls to customer service ([redacted]) sales department and cancellation department. I have not received a satisfactory response (actually no response) to this correction (see hard copy online).Desired Settlement: No charge for internet upgrade. Now Cox bills include a $29.00 increase for Internet upgrade contrary to what was said by marketing on 8-4-13.

Solution requested- Reimbursement of the $29 increase since 8-13 billing and return to the $26.99 billing before the marketing call.

I have made multiple phone calls and least two letters and have not received any satisfactory response nor even an attempt to understand the problem or validate their error.

Business

Response:

April 3, 2014

Complaint ID# [redacted] We thank the customer for contacting our company via the Revdex.com. We apologize if the customer feels they were misled regarding the account pricing.

On August 13, 2013 the customer was contacted by one of our outreach Sales representatives who enrolled the customer in the $99.99 (not including taxes, fees, and equipment charges) Bronze bundle to include Advanced TV, Preferred speed internet, and Telephone service for 12 months. At the time the customer had telephone service and Starter internet for $29.99 a month with a $3.00 a month discount for bundling the Internet service with telephone. Under the Bronze three-product bundle the customer received a monthly discount of $41.98 per month. Once the customer cancelled television services on September 3, 2013, they were no longer eligible to receive this discounting and subsequently no longer received the $41.98 credit each month. The customer was subsequently billed for the normal Preferred speed internet pricing of $55.99 with a $3.00 multi-product discount. We received no subsequent notifications from the customer that they wished to downgrade their internet back to the previous Starter level.

While we are sorry the customer feels they were misled we have no support to credit the difference in pricing. We mail to our customer’s each month an itemized detailed billing invoice. Under the Terms and Conditions printed on each statement is notification that billing disputes are to be brought to the notice of Cox Communications within 60 days. We do not show that the customer has made any phone calls into our Care Center since October of last year regarding a different matter. We are always available to our customers at 623 594-1000 or toll free at 1800 229-6542. We encourage the customer to contact our Care Center in order to authorize a downgrade of her Internet speed from the Preferred to the Starter level. Thank you for your time and consideration.

Respectfully,

[redacted] Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Review: The Company has charged me for equipment (modum) I have turned into them(have receipt ) on my monthly bill.Desired Settlement: Please quit cheating me and return my money.

Business

Response:

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

I called the customer today to help assist him with the equipment rental fee; however, the customer had already contacted us and had the fee removed and backdated. I verified with the customer the changes that were made on the account to correct the issue. The customer said he was satisfied with the solution that was provided.

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

Executive Resolutions

Cox Communications

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: We terminated our service with Cox around January 7, 2015 when we moved. On February 2, 2015 Cox debited our bank account for a full month of service for January, instead of pro-rating our bill for the partial month of service provided. We contacted Cox and they said that they will be issuing a refund for the amount that was over charged. To date, we have not received a refund for their overcharge. This appears to be a standard practice based on our discussion with customer service. I feel that intentionally over-billing auto-debit customers who have terminated service and then holding onto their funds for a month (or maybe more) before issuing a refund. This is clearly an unethical practice. They don't have my permission to borrow my or any other customers cash in this manner.Desired Settlement: 1) Cox needs to issue me a refund check without delay. 2) Cox needs to change its billing practices to stop over-debiting customers accounts when they terminate service.

Business

Response:

February 25, 2015 [redacted] complaint ID # [redacted] We were sorry to hear of the delayed refund check to our customer. Due to the billing situation that the customer brought to the attention of your office, we contacted him directly to discuss his concerns. After speaking with the customer, we advised him that we will contact our Accounting Department to advise that he has not yet received his refund check. Due to the change in billing address, we may find it necessary to put a stop on the refund check that was processed on the 12 of this month, and send another check to his correct address. We will continue to work with the customer to ensure he receives his refund. We appreciate the opportunity that the [redacted] has given us to assist our customer! [redacted]/Cox Communications Executive Offices/[redacted]

Review: I had Cox as my provider over 7 years ago and the tried to bill me for not returning their equiptment but it was left as instructed for them to pick up. Also my bill was billed one month in advance so I called and was told that as long as my equptment was left for them to pick up there would be NO bill. I have disputed this with all 3 of my credit bureaus but still exists. Also I called to get new service and I was told I have an outstanding bill.Desired Settlement: I want a letter from the company stating the have their equiptment and to remove it off of my CREDIT REPORT.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their former Cox account. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us ([redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their former account. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications

Review: I ordered cox communications service at approximately the end of January 2014. I was quoted a price on the phone that included no installation charge and a monthly charge of approximately $244. When I received my bill it was over $700, and included at least $300 in installation charges. Also the monthly charges were $338, which is approximately $100 more than they told me over the phone. The conversations are recorded, so I requested a tape of the conversation or a transcript and was repeatedly denied. I have made approximately 9 calls to the company, and have not received an answer regarding my bill. They continually report that they are looking into it and will contact me back, but they have yet to return a phone call.Desired Settlement: I would very much like a copy of the original sales call so I could play back the reported price that I was offered. And I would like to pay that price.

Business

Response:

February 20, 2014

Review: We purchased an internet service from cox for $49.99 a month. A couple months in to the service, the company shows up and installs a television box that we never ordered. This is the first unauthorized change they made to our account. We called that day and said that we did not order a television box. They told us to leave the box outside and they would come pick it up. So we left the box outside for nearly a week, and no one picked it up, so we brought the box back inside when it started to rain. So another month and a half goes by and they shut our internet connection off. I called and asked why? They told me to bring the box into a store and that this would bring the account back to zero, because they charged for the box we never ordered. Then on our next bill they took $132.65 out of our account without authorization: we do not participate in automatic bill pay. This is the second unauthorized transaction they made on our account. They cannot explain to us why we owe anything more than the $49.99 a month we agreed on. They will not waive the fees charged to us because of their mistakes made in making changes to our account with out our authorization. So they keep telling us to make our account current, we need to pay far more than the $49.99 that we agreed to pay and have paid on time each month. They said they would refund the $132.65 they took out of our account, but only because it was an unauthorized transaction, and that we would still owe $82 for the month. This is still more than the $49.99 a month we agreed to. They cannot explain why our bill ever became more than $49.99 a month, except that they are charging us fees for mistakes that they made.Desired Settlement: All we would like is for them to bring our account to zero so that we can continue pay the $49.99 a month that was agreed upon.

Business

Response:

October 23, 2015Revdex.com complaint #[redacted]. –[redacted]

We were sorry to hear that our customer experienced confusion on her billing. Due to the concerns that the subscriber brought to your office, we attempted to contact her on two different occasions, to no avail.While we did confirm on our message that her refund will be processed, the customer is aware that the billing incurred with us will still have to be paid. The subscriber stated in her documentation to your office that our company signed her up for automatic payment and cable service without her knowledge or request. We would like to point out that without a request, as well as authorization with a PIN: or last four of SS number from the customer, we are not able to sign up any subscriber for service or Easy Pay. Because the customer did not answer her phone or return our calls, we suggest that she call our Customer Service Department at her convenience for assistance on her account. Any one of our trained and knowledgeable agents can help and explain the bill, balance owed, rate going forward, etc. We can be reached at [redacted] We hope this information has been helpful to your office. Catherine/Cox Communications Executive Offices/ Arizona

Consumer

Response:

I do not accept this response because we spoke to them about the billing and found their math to be unsatisfactory. They also have no documentation to prove that automatic bill pay was authorized because it does not exist. Which is why they will be unable to provide such documents to show my consent to automatic bill pay. We did not respond to their phone calls because they were unwilling to fix their mistakes in the first place. The unauthorized addition of cable TV to my account is just more proof of their willingness to make changes to my account with out my consent or knowledge of them doing so. They expect people to pay for fees regarding equipment they never ordered nor wanted. That is illogical and incompetent on their behalf. I have lost all faith in cox communications as a business with integrity and ethical business practices.

Business

Response:

October 28, 2015 Revdex.com rebuttal [redacted]We are sorry to hear that the customer is unhappy with the answer that we submitted to your office.Our records confirm that the customer signed up for Easy Pay at our Store on August 24, 2015, and was also advised by that same store agent that the September bill would have to paid manually, as the automatic pay would not start until after the billing cycle. Our records also confirm that we processed the refund as the customer requested. The customer stated in her rebuttal that she chose not to respond to our phone calls because she believes that we are unwilling to help her. If the customer does not give us the opportunity to discuss the situation, we are unable to further assist her. We hope that the Revdex.com will take this into consideration when closing this complaint. Thank you for your time.Catherine/ Cox Communications Executive Office/ Arizona

Review: The apt. complex includes "free" basic cable TV from Cox Comm. in the rent. It's in the lease as such. I got the cable TV boxes from Cox and set it up, then a few days later, I negotiated with Cox for an Internet & phone bundle for a set monthly price including the bundle discount of $39,98 for between $63-$64 including Advanced TV for one year starting at that point in June 2014. The Solutions Specialist insisted that I had to add the "Advanced TV" for $3/mo to the TV service to make the Internet and phone services work and/or get the bundle discount. I have been paying that monthly fee on time since June. Then, my Cox December bill came in at $103.45. I saw that the bundle discount of $39.98 had been dropped without any notice. I called Cox's CS line and I was told by the rep that from her standpoint, the bundle looked like it should still be in effect until June or July 2015. She promised to "send a form" to the billing office to get my bundle discount reinstated, and to call back and confirm the day after Xmas. I did so, and spoke to another CSR who said she couldn't see that the form had been sent, but she would do it again. The bill was due on 12/31/24. Just before that day, I spoke to a local Cox rep that coordinates services with First West Properties (FWP) and for the tenants. He first said the bundle had only been for 6 months, and when I exposed that as false, he then said I never should have had the bundle discount on Internet and Phone in the first place, because I already had the free basic cable. On 12/31/14, I went in to the local store to settle and pay my bill, and the day or so before, they had signed off that I only pay $63.47, but they couldn't guarantee that I wouldn't be charged the $103+ the next month. They printed out a letter of notification of changes dated 9/26/14 that was supposedly mailed and I never received. It did not have my name and address on it, just merge mail fields. Now both FWP and Cox are saying that I never should have had the bundle discount at all.Product_Or_Service: Cable Internet & phone plus Adv. TVAccount_Number: ending in [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)The solutions store offered me a continuation of the same bundle to June/July of 2015 without the Advanced TV (which they now say I never needed, and I never used, either) for about $75/mo, $11/mo more than I had been paying. I want my original bundle discount monthly rate of $60-$64/mo through the remainder of the original year term, and I would like an apology from Cox Communications for breakin

Business

Response:

[redacted] Case #[redacted]We are sorry to hear our customer was negatively impacted by not being fully informed on accurate available pricing for services in his area. We had recent direct contact with the customer. The customer has been given full details of the current promotional discounts, ending dates of the promotions, credits received, and current credit balance. The current discounts do allow the customer to have a discounted rate that is lower than the original bundle he accepted prior to the letter mentioned in the complaint. Thank you for your time and consideration.[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: We have had Cox TV and Internet for nearly 2 years (our contract ends in November 2013). The entire time, we have had service issues. The cable is tiling, there are audio interruptions/black-outs, picture freeze and black-outs, strange errors such as "please subscribe" that'll pop up for up to 30 seconds and disappear, parental control lock-outs when we've never set them, and more, and the errors don't show up in the menu screen so technicians think we're lying. The Internet often disconnects throughout the day and reconnects itself after about 30 seconds, and is terribly slow yet speed tests show good speeds which effects our home security system (a wifi based service). We have multiple photos and videos of our service problems, which we have offered to show technicians but they decline. We've had supervisors out who say they've found a problem at the plant and it's being fixed, but that's all we're ever told - it's a problem at the plant, and so and so is going to fix it. Nothing ever seems to get fixed, not even temporarily, and the issues actually seem to get worse over time. The last technician that came out was adamant that if the issues continued, we call him directly and NOT Cox tech support. We have been trying to call him since just a few days after his visit but there are no return calls or messages. When we call Cox billing, they can't issue credits for this time period now because they don't have evidence of our calls to this technician and our service issues. Additionally, in June 2013 we switched the name on the account and set up automatic payments to be billed to a credit card. The next payment wasn't automatically charged, so we had to make a payment and have a representative credit the late fee, at which time the representative said automatic payments take a cycle and would start with the next bill. The next payment was not automatically charged and we got another late fee, yet to be credited, and our service was turned off because Cox didn't have the right contact information on file (which we gave them in June as well). Cox's attention to this matter has been inadequate and frankly insulting to us as customers. We've been left with a service that doesn't work and numerous billing issues.Desired Settlement: We are due quite a bit of credits from absolutely terrible service since the last technician came and we were last credited. We are also due credits of any late fees for payments due to Cox's own error. Finally, if Cox in any way wants us to continue services with them, they need to repair these technical issues that have been plaguing us for nearly 2 years.

Business

Response:

November 01, 2013

Complaint ID # [redacted]

We would like to thank the subscriber for reaching out to Cox Communications regarding her reports of ongoing service problems. We regret the difficulty and frustration this matter continues to cause the subscriber.

The customer’s concerns regarding her services came to the attention of the Executive Offices in March of this year. A senior Field Supervisor was assigned the customer’s account and extensive line and equipment work was performed. The customer was given a credit consideration of two months’ worth of cable television service at that time.

We are sorry to hear that since that time the customer continues to report video reception problems. The last service call on record is from July of this year. We have reassigned the Field Supervisor from March to the customer’s account and will take additional measures to locate and correct the customer’s reported problems.

Since March of this year the customer has received a total of $197.88 in service credits. We are sorry to hear that the customer does not find these adjustments satisfactory. A credit of $20.00 was recently applied to the account for September’s reactivation fee. We have applied an additional $20.00 credit for October’s reactivation fee. We will work with the customer to attempt every measure to provide acceptable services and will make any credit considerations after a thorough review and investigation has been completed. Thank you for your time and consideration.

Respectfully,

[redacted].

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.

RE: Cox Communications

Review: Have contacted company for a refund by phone, email, and by mail. It is over 10 months and have not recieved a check for my account credit.

have waited over 10 months for a check for an accout credit on account number [redacted]. have contacted cox communications by phone, by email and by [redacted] mail. Todate nothing.

Best regards, [redacted]Desired Settlement: all I want is what they tell me they owe me I get a statement every month that I have a credit balance of $9.79. All I want is a check for that amount.

best regards, [redacted]

Business

Response:

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

Review: On March 2015 I called Cox to set up cable and internet service at my new apartment, I agreed on a price of $105.00 a month for the services, the first bill arrived and was $240.00 I called to complain and they lowered the charges to 152.68 which I paid, even though the bill said total monthly services $121.48. Every month I had to call then to complain about the bill being to high and not what I had agreed on. After 5 months of calling and complaining I finally had enough and canceled the cable services but kept internet services. now Cox is charging me a early termination fee of $193.00, when it was them who violated the agreement by overcharging for 5 months. They have done nothing but lied and giving me the run around every time I called. I called on the 19th of September and spoke to [redacted] in billing to dispute the charge and she said she would filed the dispute and to call back in 3 to 5 days. I called back on the 26th and was once again giving the run around and told that she did not file the dispute, I than spoke with a supervisor and was told that if I didn't pay the early termination fee my internet services would be disconnected on October 3rd, and I can not dispute the charges because I cancelled the service. Cox is the one who violated the agreement by over charging me for 5 months, and I had no other choice but to cancel their services or continue to be overcharge every month,Desired Settlement: That my internet service not be disconnected and the early termination fee be reversed, and Cox employees not be allowed to lie and cheat customers, and give people the run around when they call to complain.

Review: I have not had cox since 2012, had to cancel could not keep me connected to ethernet even with new modems/

approx 5 installed/ all hacked into. Someone is using my satellite geo id/ for some nefarious link to my home and

recent collection shown on my credit report/ someone set up a: cox localization service using my identity called:

"RS Service switch L"... set up some remote link and 2 cox PDVD 10 and DVD10 link to my Asus home laptop and

I HAVE NO INTERNET! Using a shared ip/ Intel/ neighborhood hub of 8 cox alleged customers instant connect with an alleged nefarious...

cox p2p/group client windows NT pnp Homegroup link thru COXservices. allege it shows! I allege: A Cox Global ID COX POP 3/ is now

sinking to me thru guid{4875 666-8C43-4db5-abof-2eb-7377 ae 330} and this allegedly goes to Microsoft Remote Assistance{126cd 3ed 442 ef} build string 22 = OSLI= iNTL 3=10150=.COM 100223 pis-bza SW SETUP GLOBAL

1.0.0.0 A-1[ WIN VT XX] .000FCL.002FCL.003FCL that goes to an ETL ELEC TRUNK LINE AND THEN TO A 15

INTERFACE EFI NETWORK TO SET UP ISS/ TO ANOTHER GUID AT hospital, I allege.

X-MS 'COMMUNITY COX THREAD' goes to Trident to XV card and enable phishing path I NET COMM.dll

using allege/remote api and ras async access Microsoft Windows and my C drive goes to wet SR (C) TELEMETRY

AND I AM TELEMETRY CLIENT/ LOW HEALTH HYPOTHESIS. Device manager shows Cox Link 5DK V.20 MRK/ allege

dwtrig20/ some link thru my [redacted] dial up account allege used as cox thread ordering module ... thru store allege..

and pnp monitor and access thru XHCI iNTEL ITT ROOT HUB! a SQM CLIENT/ thru Windows Nt/ user id allege:

s-1-5-80, makes an elevated link to COX GA;; THRU HR/ to sink link to my laptop with shared ip address it

shows. H Global corp seems to have some link thru my old AOL/ used as a thread module for cox

at my address/ set up by prior tenant apt.-s/ link/ which is improper since never authorized by me/ owner

of the home! Using an alleged, Athena Wireless acct id Phx and enabling phishing path/ win. ini/ INET COMM.dll

thru the COX POP 3/ INTERNATIONAL GLOBAL link to my home nt user(s-1-5-21) allege. I have the shared/alleged

static ip being used per my Asus ! Ace event handler shows as I allege:

AMTHI CLIENT @MEI @INTEL PCI STANDARD ISA BRIDGE/ TO MY HOME WITHOUT INTERNET SERVICE

I PAY FOR OR HAVE CONNECTED IN MY ELEC BOX.. so this is a MYSTERY the police and COX have to

work on I allege!Desired Settlement: Cox account hackers caught and prosecuted, and find out why 8 hub and neighbors new cox service install

5/26/15 shows geo id link and guid links to my home and laptop.. bizarre! On my Asus it shows a new Cox allege:

device Property Key Guid {a8b865dd-2e3d-4094-ad97-e593-a70c75d6"0,5 intl partner = zero/intl partner=alleged/

parent/ create dev information list. I have been unable to have internet since spring 2012/ have collection

from some RS SERVICE SWITCH L/ set up as cox localization data link to my home/ by someone nefarious allege....

and I want that collection set up by alleged id thief expunged and when privacy restored, it would be nice

to see if COX REALLY DOES CARE.. and I would like a credit for at least 6 mos of service to try a private

link to the internet to see if it is possible in my community! I also allege: my cox claim #[redacted] was never pursued in a

professional manner and this has caused me continued damages as id thieves continue... using my identity thru cox/ allege phx location..and doing phising it shows with my identity geo id thru localization data ..cox alleged

store and web thread ordering .. showing..thru my old [redacted] acct, which is not active now, as I refuse to install a PW

until this issues is resolved and perpertrators caught! Please..Cancel collections/ repay me lost services when unable

to keep me linked to ethernet connection 2012/ as you will see when you review the account hacking notes!

Business

Response:

Revdex.com Case # [redacted] We would like to thank our former customer for taking the time to file their concerns. We will be more than happy to assist them if they would like to subscribe to our services again. However, we will not be able to provide them complimentary services. We have already made multiple attempts to address and resolve their concerns the past several years. Most recently, an investigator with our Risk Management team went to their home on November 13th, 2014 and confirmed there had been no damage found caused by Cox to the customer's computers. On December 8th, 2014, our Damage Claims Department advised them that Cox cannot and will not be able to assist them any further and recommended they contact the appropriate law enforcement agencies for any further assistance. 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.

Regards,

[redacted] My credit report shows Cox Communications allegedly allowed a Cox Localization Data "RS $Service Name Switch L Service Name" with pnp networking tosync to my home thru remote access in Cox box on street/NO ONE EVER CHECKED NOV 13/ COULD NOT GET BOX OPEN THREAD SPLIT HE SAID. There isevidence a splitter aux from 2 cox customers cox dvd10 and cox P dvd 10 sync somehow to my home thru efi /firmware interface and etl electric trunk line.This account set up by someone in 2014, affecting my credit/ a cox collection and due to alleged identity theft issues reported to Police.I have given cox investigator/ [redacted], mac addresses and other evidence showing on my Asus laptop to catch illegal cox customers linking to me, he refused toinvestigate this matter and I want a new COX DETECTIVE INVESTIGATOR on this case or I go to ATTORNEY GENERAL OFFICE, as this is quite serious hackingfrom illegal cox link to my home. On 5/26/15 my neighbor whose home I connect to: 10126 N 100th place had Pinnacle Comm for Cox install Cox and hergeo id/ and account information links to my home.. and I saw the workers in the CABLE BOX belonging to me/ not my neighbor/ and I allege illegal splitteror junction located there/ tied to my address tag in the Cox box on street. My computer shows a MS COX COMMUNITY access which disturbs me and 8 hubpnp/ peer networking Broadcom users link to my personal Asus /in my home without internet. I have wifi modem identities of each/ all Cox customers.other than one CLink 4195 customer also linking to my home thru electric trunk line and splitters aux/ shown on my laptop.I have also explained to Cox. my Asus shows a Global Cox id pop3 linked to me GUID{4875 666 8c43 4db5 abof 2 eb 7377 ae330} AND IT LINKS TO AMICROSOFT REMOTE ASSISTANCE{126CD3ED442EF} build string 22 OSLI=USWVHP Intl 3=10150 .com=pis-bza SWSETUP GLBL 1.0.0.0 A-1 WINVTXX

Review: I recieved an automatic debit to my bank account. It wasn't credited to my account and wasn't authorized by me.

On Monday July 21st I woke up to my bank account being negative and a charge from Cox for 99.12 which didn't match any amount I owe. I contacted my bank and was told I had to wait for the charge to post in order to dispute it. Meanwhile my disabled children went without medicine. My bank wouldn't reverse the charge until the next day. I contacted Cox and was told a supervisor would call me back and that was a week ago.Desired Settlement: I feel my account should be compensated in some way as this error was theirs. This overdraft of my account was a terrible inconvenience or myself and my family

Business

Response:

August 14, 2014 Revdex.com Complaint ID [redacted] – [redacted] Poor Customer Experience – Automatic Debit We thank our customer for taking time out of his busy day to contact the Revdex.com regarding the extremely poor customer experience he encountered regarding an unauthorized debit to his bank account. It is important for us to know when our customers feel that our service has fallen short of their expectations. We apologize for the frustration this situation has caused. Immediately upon receipt of this complaint, we completed a detailed review of our customer’s account. We could not find any payment applied to his account in the amount of $99.12. We attempted to reach our customer as more specific details were required to continue our investigation. There was no response to the initial call made on 8-05-14. Another call was placed today asking our customer to contact us as soon as possible so that we can finalize our investigation. We want our customer to know that we appreciate his business and his loyalty to our company. For future assistance with any other issues that may arise, our Customer Care Team is available 24 hours a day, seven days a week. They can be reached at [redacted]Call: [redacted] or she may also contact us on our web site at [redacted]. Thank you. Sincerely, [redacted]Customer Resolution SpecialistExecutive Resolutions/Office of the General Manager

Review: I recently moved into a new construction house on July 27th, 2015. I am a remote worker and as such need an Internet connection to do my job, but as I was moving I did take some time off between July 27 and Aug 16th so get moved and settled in. I contacted Cox Communications as they were my provider for the area to setup an Internet connection - the CSR told me that they did not have my address in the system since it's a new construction but seeing as most of my neighbors were already setup with Cox it would not be a problem to get my address in the system. We were required to complete a form and send it to their serviceability department. I was told this process would take 24 - 48 business hours and that I would get a call back from the CSR as soon as the address was added. After waiting for 5 days I decided to call Cox again and they told me that the address was still not in the system and that they would escalate the request. This was an on and off process - talking to a different CSR every day and telling me the same thing and promising a callback which never came.

Finally, on Saturday August 15th I checked online and found that my address was finally added so I contacted Cox right away to get service setup. On the call they activated my service and promised a technician would be calling me Sunday August 16th to setup the internet. They escalated this request since it took so long to get the address added and the Tech Support agent confirmed with me 3 times that someone would be coming out Sunday August 16th to setup my Internet service. I waited Sunday until 4pm before contacting Cox again to get the status on the install and was told that "No Technical was scheduled to come out - and that the earliest someone could come out is Friday August 21st". This obviously did not work for me as I go back to work Monday August 17th and I reminded the CSR that I was promised someone would be out on Sunday. They told me there was nothing they could do and they would try to escalate the issue but the appointment would be set to August 21st for the install.

This unprofessional exchange could have literally cost me my job as I am sitting here on Sunday night August 16th without a way to get another Internet provider since I was told it would be unnecessary as someone was supposed to come out today.Desired Settlement: I would like to speak with a manager or someone that can help me make this right.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their service installation. 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, we did attempt to make contact with them on 8/20/15 and 8/21/15 but we were unsuccessful on each attempt. We did however leave messages with our contact number on each attempt. Although we were unable to speak with our customer directly, we did work closely with our Field Services Department to ensure the installation was completed as soon as possible. We were able to confirm with our Field Services Department that the installation was successfully completed to activate our customer’s services on 8/20/15. We are confident that the issue at hand as now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Review: We recently moved from [redacted] to the new address in this complaint. Cox was first advised to change the shutoff date on 5/28/13 but later revised to 5/31/13. They turned off service on 5/28 but had only rescheduled the tech to 5/31. Service was reactivated on 5/28 in the afternoon but that is where the issues start.

After service was reactivated on 5/28 on [redacted], it was never disconnected again from what I have been told. Meanwhile, my bills were still continuing to accrue at the old address as well as at the new address. In the end there was a $250+ credit on the old account that needed to be transferred.

Cox began to send notices that the account was past due. I placed a call to them on 7/13/13 which is when I found their billing mistakes and they started the process to transfer the credit. We spoke about some old equipment that was due to them but in no way was it emphasized that this was critical to the transfer of the account and needed to be handled immediately. The next day the same rep from the billing called to advise the credit had been transferred and that he wanted to walk me through changing the account number online since that was an issue as well. I was unavailable when he called so that was on a voicemail.

Then I start to receive collection calls. The calls indicate my account is past due. In my previous conversation, I was told that the credit would transfer over and things were OK again leading me to believe that I would be waiting for the next bill to come in the mail.

The following week I spent another hour trying to work on this again to fix the errors that Cox created. I spoke to a rep ([redacted]?) around 7/27 who indicated there was an amount due of ~$65. The automated system showed an amount of ~$111 due. My experience with that rep in particular was bad. Not knowledgeable, didn't explain anything well, etc. I hung up more frustrated than when I called.

Skip forward now to when the service was turned off at my new address. Needless to say, not a happy camper. Getting a hold of a supervisor with Billing at Cox Communications is like trying to get the President of the US to take your call. They aren't available, and then when they actually call back, the only way to get back to them is through the general number and wait on hold or wait 24-48 hours for a call back. In the meantime, I paid the amount that was due immediately (NEVER EXPLAINED that it was due NOW by the previous rep) but I want Cox to own up to their mistakes. I want them to acknowledge the issues they created and the frustration they caused. A move should be something they handle frequently....and it shouldn't be that difficult!Desired Settlement: So my idea of a desired outcome would include the following:

1) Someone who has a clue as to what they are doing to review both accounts and confirm that all of the credits were posted correctly and on the right dates.

2) Someone from Billing (Manager, Director, etc) that has responsibility over this team takes a hard look at the issues they caused. Work along with their peer on the installs (disconnect/reconnect) side and look at what went wrong.

3) A goodwill adjustment. Right now I am so pissed off at Cox Communications and the time I wasted to try and get this all settled when it NEVER should have gotten to this point. There really isn't an excuse other than too many people made mistakes. This points to a training issue.

Anything less than meeting the 3 items above is unacceptable and shows a lack of commitment to customer service.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding the billing issue described in his complaint. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Previous account: Account was disconnected 3 days earlier than the customer requested and reactivated the same day. The account was not rescheduled for a disconnect on the day the customer requested and continued to be an active account which billed the customer even though he was living at a different address. The customer called in July and at that time the account was disconnected and the billing was backdated to the day the customer requested. Since the customer still had equipment that needed to be returned the billing system automatically added replacement charges for the equipment. The final balance and the equipment charges were transferred to the new account. Current account: Billing started in June however, since the previous account wasn’t disconnected until July the customer did not see the charges that transferred over until he received his August bill. This bill shows the credits for the equipment that he returned. It seems that the customer was waiting for these credits to appear sooner as he did not pay the June or July’s bill and as a result the account was disconnected for non-pay and was reactivated the next day after the customer made a payment. The customer was charged a reactivation fee which was credited at the beginning of August. The customer will see this credit on his next bill. I have sent the customer’s complaint to the Care Center manager for review and corrective action. In light of the unfortunate events that took place the customer’s account has been duly compensated. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I am not impressed with the lack of responsibility that Cox accepts and their unwillingness to call to ensure I am satisfied and the issue is resolved. They were unable to do Thai before so I guess I should have low hopes to them being able to rectify the issue and provide some clear outline of payments, credits, etc. until this is done and in great detail, I don't accept their response/resolution.Regards,[redacted]

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding the billing issue described in his complaint. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. I am emailing the customer a complete history of his billing, payments and credits for both accounts for his review. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you. [redacted]Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: On May 17, at approx. 6am, I called customer service to report my internet not working since the previous night. After being on hold for 30 minutes, I was told that I was in the wrong department and they had to send me to tier 2 customer service since I have gigabit Internet. After waiting another 30 minutes on hold, one hour total, I was then told by the tier two rep that I was in the wrong department and he couldn't assist me.

I requested to speak to a supervisor, to which he refused. He stated "a supervisor cannot assist you". Completely unprofessional and inappropriate. He then offered to send me to the cancellation department if I desired, to which I obliged. Once transferred, a voice message stated the office as closed.

After an hour wait on the phone, no internet, a refusal by the rep to allow me to speak to a supervisor, and still no solution, I will be canceling my gigabit Internet service after only a few weeks. This is not what I signed up for and will refuse to pay for my early termination fee if given one. This is unacceptable for the price that I pay for Internet service.Desired Settlement: Cancellation of Internet service with no early termination fee. Service after connection was beyond atrocious, unprofessional, and basically non existent. I refuse to pay for a service that isn't working and a company that allows their reps to be unprofessional and refuse to allow customers to speak to supervisors.

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 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: After being on the phone for 2 1/2 hrs being transferred from billing to collections to billing and then waiting on hold for a supervisor for over 30 mins to only be hung up on when she picked up without even saying a word. I had lost my job back in Aug. I informed cox I couldn't pay my bill. My internet was shut off in Sept. I had no service until I got a new job in March. At that time I found out that I was still being billed even though I had no service. I called to see how much to get internet again. The lady I indicated all that I need to pay was 188. The other charges were to be reversed. My understanding that going forward it would be 69.95. I agreed and paid the requested amount. Then I got a bill different then what I was told. I called and the guy told me I only owed the 69.95 which I paid and the other charges were errors and he would have corrected. I also moved billing date to 26st understanding I will have extra days billed due to changing from 12th and it will be prorated. This I understand. I now get told I owe 79.95 immediately today on May 8th for charges that audit put back on my acct after I made my payment on April 27th. No idea where this came from. I was never informed about any additional charges. I also found out the bill that is due on the 26st has 49.95 additional charge on it to for some unknown reason. I only agreed to pay what I was told initially to start service again and what my monthly fee would be to continue. At no point was I ever told Cox could add additional charges and threaten to disconnect you if not paid in full. My understanding on April 27 was I was current and not to expect to pay the 69.95 regular monthly payment until May 26st as agreed. Why now on May 8th do I get a disconnect notice. Truly shocked a company can add additional charges without explanation and not having agreed to these charges. I tried to resolve w a supervisor and several employees but all refused to help me. After 25 years being with Cox majority when married. 6 on my own. Truly disappointed in a business that runs this way and its unethical practices.Desired Settlement: I expect Cox to stand by what they said initially and to reverse and correct billing to what was agreed upon when I decided to restart service.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer had issues with billing and payments. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. Once we do, we will apologize for the experience and explain the updated account billing details. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I had Cox service for internet and cable while I was Tempe Az attending college. When I canceled service on 6/25/14 my account was paid update and they owed me $150 for my initial credit rating deposit. When I signed up for services the CSR said that the triple play was les than just cable and internet, so she said she would sign me up for phone, internet and cable and the technician would not install the phone modem that would be needed if we wanted the phone. When the the service were installed the technician DID NOT install the modem as we requested. Now 4weeks after I canceled service with Cox they said I had triple play and that modem wasnt returned. We had no modem to return to Cox. In additiion they now say I didnt return the cable-box or the wireless router and that I owe $170 for "other charges" to my account. I want Cox to return my $150 that they stole from me. I returned the cable box and router to Cox [redacted] office and they said the equipment was scanned in their billing system on 6/25/14 but they cant locate the equipment so they said since they locate the equipment that it was never returned. They asked me to go back the [redacted] to see if the CSR person would remember me returning the box and routerDesired Settlement: I want Cox to return my $150 that they stole from me.

Business

Response:

We would like to thank our customer for letting us know about her concerns regarding a missing cable box from a former account. We apologize for the inconvenience that our customer has encountered in her attempts to get this issue resolved.

Upon receipt of this complaint, we did a thorough investigation of our customer’s former account. Our findings are as follows:

Our records confirm that two pieces of equipment were returned on 6-26-14. The EMTA that was assigned to the phone service ([redacted]) was assigned to a new account on 7-18-14. The D3000 modem ([redacted]) was assigned to a new account on 7-16-14.

There are no records to support that the EMTA was on any other account prior to the one it is now assigned to except for our customer’s account on [redacted]

There is no record of the cable box being returned ([redacted]). It is still showing in inventory as being assigned to the customer’s former account.

We would like to suggest that our customer contact the apartment complex where she lived. Possibly, the equipment could have been dropped off to them when the unit was being cleaned and is in a closet or corner of the office. It would not be the first time that something like this has occurred with our equipment.

We feel that we have taken the appropriate steps with regard to this customer’s concerns. We strongly recommend that the customer check closets, boxes, etc. as equipment sometimes shows up when thought to be lost. Our Customer Care Team can be reached at [redacted] 24 hours a day/7 days a week. Thank you.

Sincerely,

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.

Thank you for your help in this issue. As suggested by [redacted] of Cox, I did go back to the apartment and was able to locate the cable box ([redacted]). It was returned to Cox Service Center at [redacted] on 8/23/14. However I want to be sure that I receive a FULL refund of my deposit which was $150. It will not be a acceptable resolution if Cox adds service fees to my account for items after 6/25/14. I the account was closed on 6/25/14. Customer service reps a have said that there are $70 in service fees on my account for items after 6/25/14.

The reason I do not accept this a resolution is because as of 8/24/14 I have not received my deposit yet.

Regards,

Business

Response:

This is in response to the rebuttal that our customer submitted in response to the information that we provided in the original complaint. We are very happy that our customer was successful in securing the return of the digital box. The credit for this box has been applied to the account. Our customer has stated that she is expecting a return of her deposit ($150.00) in full. We are providing the following accounting of the amount of credit that is currently on the customer’s former account:

1. Balance on the account on 5-17-14 was $304.85.

2. Payment on 5-19-14 in the amount of $162.93. Left outstanding balance of $141.92.

3. Customer cancelled video service on 6-10-14. Credit for 5 days of service was applied to the account through 6-15-14 reducing the balance due to $121.79.

4. Standard business practice is to apply any available deposit monies for a service that has been cancelled to any outstanding balance that is due to previous services. The $125.00 video portion of the customer’s deposit was applied to the account reducing the balance to a $3.31 credit.

5. Statement balance for 6-16-14 was $65.51 for Internet service only. This balance was paid on 6-21-14.

6. Equipment was charged to the account on 6-20-14 as it had not been returned after the video disconnect order was completed. The charge for this equipment was $310.00.

7. Customer terminated her Internet service as of 6-25-14 and the account was credited for the 6-26-14 through 7-15-14 period that she had paid on 6-21-14.

8. One piece of equipment was returned on 6-26-14 which reduced the outstanding balance to $250.00. The service credit applied against this balance reducing the amount due to $202.97.

9. The remaining $25.00 of the original deposit was then applied to this outstanding balance leaving a balance due of $177.97.

10. Final piece of equipment was returned on 8-22-14. The account was credited $250.00 which leaves a credit due to the customer of $72.03

We have included copies of the customer’s account ledger that will detail each of the items above. A request has been submitted to expedite the refund as the normally take 4 to 6 weeks to process. The check will be sent to the forwarding address that the customer provided on the account,

We want our customer to know that we appreciate the time that she took to recover the missing equipment. Again, we feel that we have taken the appropriate steps with regard to this customer’s concerns. Our Customer Care Team can be reached at [redacted] 24 hours a day/7 days a week. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Review: I called Cox to cancel my service because I was switching to another carrier. Bradley refused to let me cancel my service with Cox and instead spent 10 minutes trying to convince me not to cancel my service. I asked for a supervisor and Bradley told me it would take up to 10 minutes. A supervisor, Elvis, answered about 2-3 minutes later and resolved the issue.Desired Settlement: I want an apology for the way I was treated and assurance that they will change their "bullying" tactics.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her recent experience with our Customer Care Center. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we were able to locate the call in question from 5/6/16 and review the call directly. We would like to assure our customer that we take their feedback regarding this call very seriously and have submitted their feedback to the supervisor of the agent in question for coaching. Additionally, we were able to confirm that once our customer opted to escalate to a supervisor on 5/6/16 that their disconnection of service was scheduled as requested. We are confident the issue at hand has now been addressed. 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

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,

J[redacted]

Review: Four years ago my daughter and I signed up for Cox Communications internet, cable and phone. At that time I was to be listed on the account. Cox never added me. In February of 2014 I called to have the account changed to my name since my daughter had moved out. This should have been a 30 minute process. It took Cox over a week and a half and at least 15 phone calls to get the account changed to my name. When it was finally changed, I was given a new phone number but no one from Cox told me that I was getting a new number or what it was. The only change to the account was suppose to be my name, no change in service or phone numbers. After escalating the problem to the retention department most of the issues were resolved. I was quoted an amount I was to pay and did so. Last month I got a bill that was quite large. I called again and spoke with multiple people including being hung up on after having to hold in excess of 30 minutes each time I called. I was disputing the fact that I was charged for having my phone number changed back to the one that never should have been changed. I was told that I wasn't charged for that I was given credit. I went through the bill and the rep told me I was wrong. I asked her to get a calculator and go through the amounts with me and she put me on hold then hung up. I called again and spoke to someone in the retention department who also advised me that the amount I had been quoted was incorrect and they were billing me for the balance. Each time I called I also asked for the name of the CEO and address but no one was able to give me that information.Desired Settlement: As I told the retention person, I did not make the mistake so I feel they should honor the amount I was quoted. I also was repeatedly inconvenienced by the staffs inability to transfer the account to my name. I also expected an written apology. Instead I have gotten letters indicating that they would like me back since I was a valued customer even though I still have an account with them.

At this point I think at the very least I should get a month's free service, a written apology and an explanation as why they feel their actions were acceptable. I would aslo like for them to notify thier CEO of this issue and have him respond as to how the 15 or so employees I had to deal with to get this resolved have been trained. I would like him to address why when given a quote it was not honored and knowing the multitude of problems with my account no one picked up the phone or sent me a letter explaining why I had to pay more than I was quoted.

Business

Response:

April 30, 2014