Cox Communications, Inc.

Review: [redacted]

From this link the internet special states 24.99 for internet for 12 months for existing customers. In the terms and conditions there is no disclaimer stating anything about the 24.99 package. I am an existing customer and Cox will not honor this add. I have called and talked to customer loyalty multiple times with out anyone being able to give an answer other than for existing customers with other services. I don't see that printed on this add anywhere.Desired Settlement: I would like Cox to provide the service stated of 24.99 for the internet service for existing customers as I am .

Business

Response:

Revdex.com Case # [redacted]We would like to thank the customer for taking the time to file their concerns regarding our promotional offers. It is certainly not our intention to cause any confusion.We have contacted the customer directly to address their concerns and provide a successful resolution.Thank you for your time and consideration.Jesse W.Executive ResolutionsOffice of the General Manager

Consumer

Response:

I was contacted by a representative from COX. I was given the same answers I was previous. There is nothing they will do about the ad. They stated after filling out address and being an existing customer this promotion was not available in my area. They said as an existing customer I don't qualify, because I have the wrong service to get the ad pricing. Still no disclaimer stating that in the ad. My issue was the ad didn't have a disclaimer for the cheaper price. COX said it isn't available in my area so it doesn't matter. I was required to drop my service to the lowest level of internet to keep my price close to where it had been, or sign a two year contract for a still more expensive price. I was advised this was all they were willing to do.

Business

Response:

Revdex.com Case# [redacted] We appreciate the customer’s honesty and transparency regarding their frustration. We want to assure them we respect their feedback regarding the offers advertised online. Please know we have spoken to the customer in detail regarding their concerns and explained that shoppers are advised to enter their address to filter and display which offers are available to their area and/or existing account. While the customer does not meet the requirements for the offer in question, we have done all that we can do to assist our customer regarding their concerns and with providing options for their account. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: My mother is in memory care and we closed out her Cox account 12/23/15. There was a credit balance of $4.12. They said they would issue a check when I left the store. However, Cox never refunded the $4.12. I called Cox on 2/3/16 and they said the check would be issued by 2/29/16. I got another Cox statement without a check on 3/3/16. I called Cox again and they said could not send a check until they verified my mother. I asked them why they didn’t refund the $4.12. I keep getting the run around. I asked Cox why it takes three months to refund $4.12.Desired Settlement: Send a check to my mother refunding the $4.12.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their refund request. It is certainly not our intention to cause any frustration. While Mr. [redacted] is not an authorized user on this account we were still able to request the refund in question. We did verify with our refund department that the refund is currently being processed and is scheduled to mail out on March 22, 2016. Our office left Mr. [redacted] a message advising him of when the refund will be mailed out. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: This company is billing for services and reconnect fees when there is no services off or need to be reconnected. They said they charged me because they were going to shut it off. How can a company bill for something that they haven't done or preformed? I think this is considered fraud. Charging for something that didn't happen.Desired Settlement: As long as I stay with this company I want to not be charged for things I do not receive.

Business

Response:

March 2, 2016--Revdex.com complaint # [redacted] We are sorry to hear of the customer’s confusion regarding billing from our company. Due to the concerns that were brought to the attention of your office, we reviewed the subscriber’s ledger and found no illegitimate charges on her billing. Our Collection Department confirmed that accounts that are shut down for nonpayment or returned payments are subject to reconnection fees. This fee is charged for both disconnections done through our system, as well as physical deactivations that are done outside of the home. Our Collections Team also advised that our clients are given notices by phone, text, email, and the Postal Service before the disconnection of service occurs. This team can put a disconnection of service on hold with a promise to pay later. Our Billing Agents also have the ability to make payment arrangements or extensions in some cases, so we always suggest our customer contact our Customer Service Department at [redacted] for assistance or guidance with their billing. We never like to see a valuable customer being charged late fees and being disconnected due to lack of payment. If another time of the month is more convenient for the customer to pay their billing, our Customer Care Team can also change a client’s statement billing date. We hope this information has been helpful to your office, as well as the customer. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

Consumer

Response:

I do not accept this response because my services were never off. If they would have been off on my end I would have no problem with it. But I don't believe it's fair to charge me a fee to reconnect something that was NOT off. I was using my internet right up to before my call to them to make the payment. The lady on the phone at that time I made the payment knew they weren't off because I told her and she was surprised. If they were off I would have no problem paying to reconnect, but they were not off! Thank you so much for your time and any help you can give me. **

Business

Response:

March 7, 2016 Revdex.com rebuttal [redacted] We were sorry to hear that the customer is unhappy with our response to your office. While the customer disputes the reconnection fee that was charged to her account, our review confirmed that the customer s made payment arrangements directly with our Collections Team for payment. Once a client enters into an agreement for payment, our Customer Service Team is unable to make changes to the verbal commitment that the customer has given to our Collections Department. If payment is not made as promised, the service is shut down via our system. Should the customer wish to further dispute the reactivation fee on her bill, she may contact our Collections Team directly at [redacted]. We hope this additional information has been helpful to your office. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

Review: [redacted] and I ([redacted]) just moved to [redacted] and needed new cable and internet services. We were hesitant but chose Cox Cable Services as our provider.

In the beginning it was just frustrating because every time we spoke to a Cox Sales Representative they gave us different information and pricing. A lot of representatives even lacked knowledge on the products they were selling. The worst part was that the pricing was always different and they always pushed the “Bundle”.

We finally got enough information to know exactly what we wanted and the pricing of services. Someone said that the billing department is the place to make sure the order was correct. We called the billing department and got a hold of “[redacted]”. She was very knowledgeable and professional on the phone. We told her what services we wanted and we discussed and confirmed all pricing. We even tripled confirmed every detail of the order. We had a promo code of [redacted] if that matters.

After we get our second bill ([redacted] told us the first bill may be incorrect) we noticed that almost everything was incorrect. Cox still put us into a Bundle for $72.99 instead of the basic non-bundle $24.99 package, they did not give us a three-month credit on the Internet, they are charging us $17 for an [redacted] which is supposed to be only $10, and we are being charged $11.99 for [redacted] Service.

I have tried to call to get it corrected and I am still getting the same “run-around” with every Cox Representative telling me something different. That last one was "a supervisor" and she said that the promos are not available anymore because it has been more then 30 days even though we were told to wait until our second bill to call.Desired Settlement: We want what was promised us from Cox Services and [redacted] in Billing. The same services that were gone over in detail and triple checked with three people on the line.

We also want all over-charges made in error by Cox Services to be credited back to us ([redacted]).

The details of the final discussing regarding our finalized services was as follows:

Basic Cable Service (155 channels or so) for $38.99 per month with a special of $24.99 per month for the first six months. No Contracts and No Demand.

2 Standard Boxes (First being free) the second at $8.50

$60 Installation which is to be credited back

1 [redacted] for $10.00 (rounded up)

$30 Installation Credit Back

High Speed Internet 25/5 for with Modem for approx. $69 dollars with a promo of approx. $20 to $30 off a month for the first three months.

Business

Response:

Revdex.com Complaint – [redacted] – Ms. [redacted]

Review: I moved into my new apartment and transferred service from an old apartment, and also got a home security package installed.

I have had nothing but problems with the home security package since it was installed. I have called in several times now about the camera disconnecting, and once the touch screen panel locked up as soon as I came into my apartment, causing the alarm to go off when I couldn't enter the code. Now I am going to have to miss time from work to sit at home and wait for a technician to come out and address the issue with the camera disconnecting.

Also, when I signed up for service, I was told that I would be getting a cable package similar to what I had before - but this package is loaded with extra channels that I just do not watch. I feel like I was misled about the overall cost. While Cox did do some adjustments, I cant continue to justify paying for an alarm system with cameras that I cannot use.Desired Settlement: I would like to have my contract annulled and have the Cox Homelife service removed. I need a reliable alarm system, and this is proving to not be reliable. I have been a cox customer off and on for years and I have no intention of cancelling service, but since I am removing home security I would like to be setup with just internet and basic cable (similar to what I had at my previous address) instead of this package I am in now.

Business

Response:

Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with their services. We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: On or about August or September,I call cox for the high speed internet and agreed with the sale representatives for a 3 years contract with $74.00 a months for 10gb/s high speed internet. The bill for the first couple months for $74.00 each month ...etc... Then after that they charge me for $ 139.00 .

After a few months of paying $139.00/month, without any notice then I call the cox business and ask for the reason why my bill is so high each month...after they do some research and put me on hold for a while, they told me that we have the contract with that prices but they never receive the sign contract so they raised the price up to $139.00/months .

I ask them that when I call and agreed to the contract all verbal ,and never received any contract from cox to sign ,all I got is a thank you for doing business with cox. And I ask For the credit of all the months that they been charged me for almost doubles the cost because of their mistakes and wrongfully changed without notice.

The Representative said that they can only credit it back the last 30... Because I should call few months ago. She said she won't credit any other months even I try to tell her that their false and mistake.

So I ask for a cancelation, she said I have to sign and mail in the cancelation form for them to cancel...and I said ok...and it take a good 10 business days for the form to come.

She rather let me cancel my service with Cox then doing the right thing to fix their mistake. I am speak less about Cox.Desired Settlement: need refund all the difference that they been over charged me for all of those months until now.

Business

Response:

We are sorry to hear our business customer was negatively impacted by account billing issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint. Thank you for your time and consideration.[redacted]Executive EscalationsCox Communications

Review: I had cable service with this company. I moved from one apartment to another and was charged for the move plus my monthly bill was raised with no notification. I have spent well over 2 hours on the phone trying to resolve this issue with no results. I have canceled service with a credit of $24.79 which has not been refunded to me. My last phone call to Cox resulted in the rep hanging up on me. This began March 20th 2014 and still has not been resolved. I'm looking to get my refund as my Cox account was connected to my bank account it was taken automatically even though I had talked to a rep before the final billing.Desired Settlement: Please refund the amount I was over charged.

Business

Response:

June 28, 2014

Review: We're customers of Cox. We have a TV and Internet bundle. We called to remove TV. Since we'd now only be paying for Internet, we looked up the price of Internet using a mobile device. We got to the pricing by Google searching "Cox Communications" then clicking on the Cox High Speed Internet link, then Learn More. The pricing for Preferred showed $54.99 and for Premier it showed $64.99. When we told our rep, on the phone, that those are the prices Cox is advertising, and thus they are the prices we're expecting since we're only getting internet, he said those are the prices for new customers only. BUT no where on that page - or the link to that page - is that mentioned; nor any asterisks or footnotes confirming his assertion. Our problem is with false advertising and zero consumer right to verify pricing given over the phone. He went on to tell us our only option for Preferred was $73.99. As mentioned above, there was absolutely no place for us - the consumers - to verify/confirm the pricing he told us over the phone. He said it's per our electronic statement. However, our electronic statement only shows pricing WITH a bundle and for a totally different service (Premier vs Preferred). Our statement reads $71.98 before taxes and fees. Thus, there's a REAL PROBLEM with a consumer's ability to verify/confirm pricing they're given over the phone by a commission-chasing salesperson; not to mention, faulty advertising on a mobile device. My husband and I were told $73.99 so I guess that means that's what it is...we can't verify...there's no way for us to really know. How is that fair???Desired Settlement: We want the price as advertised on Cox's webpage which is $59.99 for Preferred or $64.99 for Premier as of January 16, 2016 since we're not bundling and only getting Internet.

Business

Response:

Dear Mr. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to Cox's advertised internet rates. We have reviewed your complaint letter and would like to respond accordingly.You state in your complaint letter that you visited the Cox.com website and saw an advertised rate for Preferred internet at $54.99/month for 12-months and Premier internet at $64.99/month for 12-months. Under the terms and conditions (https://www.cox.com/residential/terms-and-conditions.html#internet ) on the advertisement page, there is a disclosure that states: Offer expires 2/29/16 and is available to new residential Cox Internet customers in Cox service areas. $54.99/month is only available for new subscriptions to internet Preferred or higher.Our records show that on December 12, 2014, you were taking advantage of a 12-month campaign that provided you $40.00 off of your advanced TV and Preferred internet. This campaign expired December 11, 2015. As a result, we began billing you the standard rate for your services.Currently, you subscribe to Preferred internet and are being billed the standard rate of $73.99. You are also renting a modem for $6.99. However, I have added another 12-month campaign that will provide you with 20% off of your internet service. Your new monthly recurring rate (including modem rental) is $62.97. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I disconnected my service on 11-27-2013 and still have not received my credit.

same as aboveDesired Settlement: refund plus interest.

Business

Response:

March 6, 2014

Review: I have a credit of $108.16 On my phone bill, That I canceled in October of 2013, I called several times to transfer my credit to my Internet bill, I was told several times that it will be taking care of. Since October of 2014 , I spoke to several managers,On 12/13 , 12/29, 1/13, 1/26,1/28/1/30. [redacted] , one of the managers told me, that it will a lot easier to issue me a check, That was on 12/12/2014. after repeated calla and follow up. I feel that they are lying to me. I need help resolving this issue.Desired Settlement: I was promised a check. I want my money.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his account credit. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 2/6/15 we were able to speak with our customer and we were able to assure him that his request to move his refund from his telephone service statement to his Internet service statement has been completed as of 2/3/15. We are truly sorry to hear of the difficulty our customer experienced in attempting to have this request facilitated. We appreciate our customer’s patience and understanding. It is our genuine desire to continue a positive relationship with our customer for many years to come. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive EscalationsCox Communications

Review: I have been a COX customer (TV, Internet) for more than a year. After couple of months of getting Internet service, I purchased the router from a third party. Activated the purchased router (after confirming there are no issues with the purchased router), returned COX router (was leasing). Since then, not rental charges on the router since it's owned by me. End of this September, I disconnected the COX services due to moving out the place and in the process of getting into a new place. Since then I was bombarded with phone calls (robo calls) on late payment notices, called COX multiple times and clarified the situation. Every time, they told me that they will do an investigation. Once I went to local store and talked to them. They talked me like I stole this router and I have the responsibility to verify the legitimacy of the unit. I told them, COX activated after confirming there are no issues. They told me I am responsible for that, not COX. But, they kept saying that's their equipment. They gave me another number to call, I called and provided the router info, service agent confirmed it was purchased outright by the customer (from where I bought it) and crediting my account for the amount. But, I got mail with new charges (taxes on the equipment).

Whole experience caused so much mental anguish as I never late for on any kind of payment in my adult life. Please resolve the issue. And it never happens to any other customer when they disconnect the service.Desired Settlement: Credit my account and punitive damages for all the mental anguish they caused from this deceptive business practices.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Cox account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 11/18/14 we were able to speak with our customer and we were able to confirm that the equipment fees in question had already been removed from his account as of the time of our call. Additionally, we assured him that his credit report has not been impacted by this situation. We are truly regretful of how this situation has impacted our customer and we appreciate their patience and understanding. 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. It is our hope that in the future that our customer does reconsider us as their service provider. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.

[redacted]Executive ResolutionsCox Communications

Review: I submitted a previous complaint number [redacted] on not getting my $200 gift card and I guess I did not respond fast enough to the Revdex.com. I am still getting the run around with Cox said it would originally be paid and now the status has changed again to limbo. The gentleman said they have some issues with this. My next step is to call the Attorney Generals Office on Cox adverisising fraudulently to a group of customers.Desired Settlement: Send my $200 gift card.

Business

Response:

September 22, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer did not receive his [redacted] gift card. When we spoke to the customer on August 31, 2015, we advised him that our vendor confirmed that he should receive the card within the next 10 days. We also advised the subscriber that he should let us know if he did not receive the gift card within the 10 day time frame. The client did not get back to us or let us know that he didn’t receive the card. Now that we are aware that the customer has not received the gift card, we contacted our Marketing Team for assistance and requested the [redacted] card be expedited to the client as soon as possible. We will contact the subscriber to let him know the date he will receive the card. We hope this information has been helpful to the Revdex.com. We realize the frustration that the customer has experienced over this matter. We would like to point out that the [redacted] gift card promotion has been utilized off and on for several years with our company, and hundreds of people have qualified for and received the card in the mail without incident. We apologize that this particular customer did not experience a smooth and seamless promotion. As always, we appreciate the opportunity to assist. [redacted]/Office of the General Manager/Cox Communications Executive Offices/ Arizona

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and 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: cox provided poor service ,changed my service without my premission. I down graded as a result of the error and was charged 130.00 fee I shouldnt pay

I contacted cox by phone and email over a dozen time a week trying to fix the problem but wasnt helped at all... I even told every agent that I would continue being a custumor but will not pay the 130.00, just feel I shouldnt pay it and still was rejected.. now they sent me to collections just 4 days after telling me they havent deicded what there going to do...Desired Settlement: I wont this fixed and settled

Business

Response:

November 20, 2014Complaint ID # [redacted]We would like to thank the customer for taking the time to express his concerns via the Revdex.com. We are sorry to learn that the customer had such difficulty in resolving this matter. We have reached out to the customer and have presented a resolution that the customer has indicated will satisfactorily address his concerns. We once again thank our valued customer and the Revdex.com for the opportunity to respond. Thank you, [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 find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: I am now living on a fixed income. I paid my bill each month but due to the time of the month my check arrived it would make my bill past due. So each month I would call to make arrangements to pay at the date I would get my check, around the 28th. A disconnection notice was generated for around the 14th of each month and I would call for arrangements and was told by customer service I could only call to make arrangements 7 days before I'm able to pay and it would be a post-dated check. However, nearly every month because of this time constraint my service would be disconnected until I could pay on the 28th. I would then get a late fee charge and reconnect charge of more than $25.00 each month. I asked customer service to change the due date of my bill and was told I could not because I took advantage of a special offer when I added cable tv to my Internet service. I cannot afford to pay them extra fees in addition to my agreed upon charges for tv and Internet each month. My service was disconnected again about July 13th and whenever I've tried to reach customer service since then I am on hold for more then 20 minutes and just hang up. This needs to be resolved amicably as I am not able to pay extra fees nor do I wish to do business with a company unwilling to help their customer.Desired Settlement: All "extra" charges such as late fees, reconnection fees, etc. credited from my billing. My final bill to be zeroed out for the hardship caused.

Business

Response:

August 28, 2013

Review: I have had continual problems with Cox Communications since changing the service to my name in February. I have not received a bill from them in months and my current complaint concerns what they are charging me. I called in mid August because I did not get a bill. I wanted to know what I owed and why. I prefer not to use an online bill with this company because of continued problems with my bill. When I called I was told I owed $322 in past due charges. I agreed to pay $150 then and another $159.75 on Sept. 5th. I also wanted to have [redacted] and [redacted] turned off since I do not use them. The woman I spoke with did not turn off those services but I only discovered that after I actually got my bill. I called again because my bill indicated $176 in past due charges not $322. I spoke to 6 different people on this call. No one could tell me why the past due amount was different than what I was told earlier. To complicate matters, I was told three different amounts of what I currently owe. I was told the past due amount was different because I had made a payment. The bill was issued prior to my making a payment and the amounts do not total $322. I also was told that [redacted] and [redacted] were not turned off as I requested. I was transferred a number of times and once again hung up on. I was even asked if, since I have so much trouble with them did I want my services turned off. I would prefer they get their act together and not answer my questions with a multitude of different responses. During my conversation with [redacted] in Retention I was told I pay $6.99 per month for maintenance insurance. I told her that had to be incorrect since when I had a problem with my modem I had to take it else where at a cost of $100 to me to have it fixed. She then said I own my modem. This also must be incorrect since when they sent me a new modem I was told I needed to send t hem my old modem or they would charge me $120. If I own the modem why are they requesting I return it and threaten to charge me? I have on numerous occasions be told a manager would call me back to explain the charges but no one ever calls. [redacted] also stated that [redacted] who I had been talking to when I got hung up on had indicated that I hung up. I did not. After being on the phone with these people for an hour, I would did not hang up and wanted to get a reasonable explanation as to why it takes a multiple number of calls to get anything done and why I keep getting multiple answers to the same question.Desired Settlement: 1. For Cox to waive the $159 that they are requiring me to pay on 9/5 or my services will be turned off. Since no one was able to explain why I owe two different past due amounts and three totals amounts I question what I really owe.

2. I want a line by line itemization of all charges, credits and debit starting form June 1. I do not want reprints of my bills, which by the way I was told I would be charged $10 per bill if they sent them to me. Since I never received them I don't feel I should be paying for reprints. Besides the bills are not helpful to me since they do not make sense.

3. The name and address of the CEO so I can file a complaint at that level as well. Ironically when I ask for that information when I call it is the only question that I consistently get the same answer on... they don't know who that is or the address.

4. I would like to know why I am paying for "insurance" when I am not able to use it and why they required me to return my modem if I own it.

5. I would like to receive my bills in paper form from them until I feel sure that I will not need to call becasue the bill might be incorrect.

Business

Response:

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

On May 18, 2014 the customer was mailed a bill that ended on June 17. The amount of this bill was $203.18. On June 18 the next bill was mailed. The amount of this bill was $431.00. It included the current month’s charges of $198.87 and $203.18 from the previous month. On July 3 the company received two payments totaling $423.18 leaving a balance of $13.04. A credit of $40.00 was issued to the account which created a credit balance of $29.07. On July 18 the next bill was mailed in the amount of $176.91. Shortly after it was mailed a payment pf $203.18 was returned from the customer’s bank and added back to the account. On August 18 the next bill was mailed in the amount of $620.49. The company received a payment of $150.00 on August 23 leaving a balance of $417.95. Of this amount $174.57 is past due.

The customer called on August 21 to have the premium channels removed but the agent wasn’t able to because then monthly discount the customer was receiving would be removed. The customer was then transferred to the Retention department to lower the monthly rate but the call was lost. The premium channels were removed on August 22.

The customer subscribes to the company’s service protection plan. If a service technician is required to be dispatched to the home there is a $49.95 service call charge if the problem isn’t caused by the company’s delivery of its signal to the home. The protection plan covers wiring located on the customer’s side from the outside to the back od any Cox owned equipment. It also provides free customer education as it relates to the company’s services or equipment.

On May 26 the customer asked for the name of the company’s CEO. The agent provided the customer with the name of the CEO and asked the customer if they wanted the contact information but the call was lost before the contact information could be provided.

It’s not clear why the customer was told to return the modem. When the account was changed into the current customer’s name the same modem was in use at that time that had belonged to the previous account holder.

In will email the customer a ledger that details the billing from June 1, 2014 to present.

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

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Consumer

Response:

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

Cox is great at indicating that they provide great customer service but cannot give a reasonable explanation as to why I have to call multiple times and speak to multiple people to get resolution at any problem. I asked for and got the itemization I requested but had to wait days for the gentleman to call me back to explain it. This is exceedingly poor customer service. They admit calls get dropped but do nothing to correct that and even admit that I have asked for the CEO's name and address but the call got dropped before they gave me that information and then still did not provide it in their response. Clearly they have no intention of changing their behavior or keep good customers. There apparently is no resolution.

Regards,

Business

Response:

We are sorry to hear our response to the complaint did not address all of our customer’s concerns. To ensure we address each portion as the customer listed in the desired settlement, the following is listed in the same order:

1. The customer was provided the credit requested in the desired settlement, as well as other credits in the past totally $410.66 since starting the service in February.

2. As mentioned in the rebuttal, the customer was provided an itemization of the billing. We apologize that the representative took days before explaining the account in a call. We are addressing that concern internally with our representative.

3. We apologize the information was not given as requested for the name of our CEO or our corporate office address. The name of our CEO is public knowledge, Mr. [redacted]. Our corporate office is located at [redacted]. Please keep in mind that complaints will still be forwarded and addressed by the local Executive Escalation team.

4. The Cox Service Protection Plan (CSPP) was explained in the original response as well as the information about the modem. The following is the original responses:

a. The customer subscribes to the company’s service protection plan. If a service technician is required to be dispatched to the home there is a $49.95 service call charge if the problem isn’t caused by the company’s delivery of its signal to the home. The protection plan covers wiring located on the customer’s side from the outside to the back of any Cox owned equipment. It also provides free customer education as it relates to the company’s services or equipment.

b. It’s not clear why the customer was told to return the modem. When the account was changed into the current customer’s name the same modem was in use at that time that had belonged to the previous account holder.

5. We do show the customer is set for paper statements.

The rebuttal does mention other concerns about the calls being dropped and about having to contact multiple times to get any problem resolved. We apologize for the customer’s past experiences. As a business, we are continually trying to improve our processes and technology. In the determination to provide great customer service, we will take the information the customer has provided and strive to improve our customers’ experiences when contacting us.

Thank you for your time and consideration.

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Review: On April 27th I called Cox to renew my cable services. They quoted me $170.00 a month for a year until May 2016 which included my same service + NFL Red Zone. When I received my bill the price was $ 181.00 per month. I called Cox back their excuse was a promotion expired. If that's the case, why did they quote me $170.00 in the first place.Desired Settlement: I would like for Cox to honor their original quote.

Business

Response:

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 satisfactory 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

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.On June 3rd Cox called me to respond to my complaint I was told they would give me the service we discussed for $170 for two months and then it would go up to $198 per month that number never came up before. On April 27th their original price was $170 per month for 1 year, Cox should honer that price. I feel I'm being treated very unfairly. Regards,[redacted]

Business

Response:

We are sorry to hear our customer's concerns with the billing were not fully resolved. We reached out to the customer on June 17th, 2015 to address his concerns and work towards a resolution. With the assistance of our back office support team, we were able to find alternative options to provide a comparable monthly rate. On June 18th, 2015, we spoke to the customer again to advise him of the new monthly rate. The customer agreed and accepted the new monthly rate. We are confident after speaking with our customer that we have been able to provide a successful resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: First Review: I moved to my home in October 2013. I went on-line and requested phone, internet and cable from Cox Communications. The on-line do-it-yourself website had me paying about $100 a month for all three services, which I thought was a great deal! Until I got my first bill which was almost $150 with all the taxes, fees added on.

Second Review: While I was on the website, never did it say, by accepting this "bundle" you agree that you are entering into a contract; you cannot change anything for TWO years or you will be charged an early termination fee; AND if you want to make a change to it, the bundle "deal" goes away and you will end up paying a ton more for the same exact service. I never signed a contract. I was never informed I was entering into a contract. I never was aware I'd be stuck paying $150 a month for 2 years unless I pay $160 to terminate my services. I would have never signed up if I knew that.

Third Review: When I contacted Cox Customer Service on May 5, 2014 to tell Cox that I do not use my home phone, and I asked to take off the phone from my service, all I got was the run around. I know CSR's are trained that way, but Cox is a bully and there needs to be something done about their tactics. After speaking with a monotone CSR who just spits out the same response over and over, I asked who I could make a complaint to about their company? Who is it that regulates the company, she could not answer that question. She said I could send something to their corporate office. She should have given me the exact process to file a complaint, which is my right. I asked her if she could help me? Do I have any options? Is there anything you can do to help me with this? All I got is, no, you signed a contract, and we will not waive the fee. You will have to pay $160 if you cancel it or try to take your phone away. And if you do take your phone away, you will end up paying more because you broke the "bundle". How incredibly stupid.Desired Settlement: A letter providing a response to my complaints. I would like to get rid of my home phone since I do not use it and I'd like to not pay $22 a month for something I don't use. I want my internet and cable bundled together. I do not want to pay more for this service because I'm breaking up the bundle, and I do not want to pay an early termination fee. I would also like Cox's website to explicitly tell customers what they are really about to do regarding entering into a contract for 2 years.

One more thing I just remembered. Right when I moved, I was having trouble paying my bill because it was due right when my rent was due, and I asked if I could change the due date so I could pay it opposite to when I pay my rent. I was told they could not change my due date because I had "bundled" service. What does that have to do with changing the due date. I handle complaints for a utility in Tucson, and I never thought I would file a complaint against a company, because I deal with complaints all day, but something needs to change with Cox. Please let me know what else I can do regarding this situation. Thank you for your time.

Business

Response:

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

Review: I have been telling Cox Communications since 2007 that their product they are selling me is not up to what they claim it should be. Everytime it rains in or has high hummidity in our area the services are even more depleted. I have had many techs in my home that have caused damages then futher repairs to my home needed. Also have had multiple pieces of electronics damaged because of the ground field current that spikes my equipment while using their services. So far their services have crashed 1 lap top, caused damage to another lap top, 2 routers, 2 modems, 3 TV cable boxes, and 2 phones. I have explained that because the problem happens most when there is high moisture in the air or ground they may have a nick or cut in their main trunk coming into our area. They refuse to admit there is a problem and fix it. I have spoken to many residents in a 5 mile area and those who have Cox state they are having the same problems. One person even told me his brother works for Cox and they are know about the problem but would cost too much to fix it, so keep passing the blame off to the customer telling them it is the customers computer or equipment causing the problem. I have monitored my internet speeds for serveral months right after the last batch of rain we got in February 2013 with screen prints of the internet speeds I was able to track. I currently pay for Premier speeds that should be 62 mbps on the download. For several months after the rains until things dried up completely around here my speeds where around 3 mbps to 20 mbps with spikes and sudden dropped services. The internet was the best way to gage the problem by checking speeds, but it was all 3 of my services that I had problems with. My TV never was very clear and my phone crackles most the time. If the phone rings while watching tv and on the internet then the TV digital Blocks then freezes, the internet completely drops out and the phone is impossible to hear the person on the phone. I changed my TV services to [redacted] and now have BETTER than EVER services for my TV, but still have Cox for my phone and internet. I figured out the diference between the internet primeir speeds and Basic speeds per billing and found they have over billed me for over $2,800.00 since 2007. The refuse to accept fault and point the finger of blame to my computer for all the problems. I changed computers, tried brand new ones right from the box and still get the same problems. THAT still does not account for the Phone and TV problems. How could my computer cause those problems? They just do not wish to accept the problem and fix it because that would cost too much. They will not issue me credit for the overbilling because that would admit they have a problem.Desired Settlement: I wish to get my $2,800 that I have been overbilled for the poor services and I will move onto other services in the area from another company that can provide what they are selling.

Business

Response:

Revdex.com complaint # [redacted]—[redacted]

Review: I had a few issues with my internet and called cox tech support and I was informed that the only way to get help was to purchase something called tech support solution for $99 and $9.99 a month...After paying the $99 which in my case is very expensive and not affordable my problem was not solved and in fact it became bigger...I was informed that the service was cancelled and in order to get any type of simple help I will have to pay another$99 and then an additional $9.99 a month. I was robbed, I requested a refund for services NOT rendered but was denied...Desired Settlement: Please help me get a refund...Thank you very much...Sincerely [redacted]

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 correct charges for Cox Tech Support. We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We reviewed the charges and credits previously given. We then adjusted the difference. We spoke with our customer and went over all charges and adjustments regarding this issue.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

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 went to [redacted] on Valencia and Midvale. They're selling Cox Services there at the store. They told us we're not going to have a contract with cox, now that we've received the bill they told us that we do have a contract and the representative sold us a security system but we don't have a security system at the house I think this is a full fraud services that they sold us. We request basic cable only plus the internet we never signed any contract requesting security system

.Desired Settlement: We don't want there's services no more they need to be more professional and stop doing fraud.

Business

Response:

April 18, 2016 [redacted]

We were sorry to hear of the difficulty and confusion that the customer was experiencing regarding his billing issue. Due to the concerns that the client brought to your attention, we contacted him directly to discuss the details. At this moment we have processed a credit for the customer to cover the early termination and installation fees he had incurred. The customer was happy with the resolution. The client has our contact information so he can call us directly if necessary. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona Tell us why here...