Cox Communications, Inc.

Review: Cox communications is our internet provider, we also use their web-mail feature.

My web-mail has been un accessible for 12 hours now. I use my web-mail for business as well as well as personnel use.

I wasted almost an hour on phone support, was told corrected. but was not, then almost another hour on live chat going through wasted motions because tech after 40 minutes said well we are having software update issues. see copy of tech log . They knew that all along but hide it, wasting everyones time. Here is part of log:

Thank you for choosing Cox Communications. A representative will be with you shortly.

Jace .: Welcome to Cox Live Chat Support. My name is Jace, I am happy to assist you. Please allow me a moment to review your inquiry.

[redacted]d : can look at account but when click check web mail it goes back to log in screen

Jace .: Hello, Could you please provide me with detailed information on your issue?

[redacted]d : cant access webmail per above

[redacted]d : can view bill ect but goes back to log in screen when select webmail

Jace .: I see, Since when are you having this problem?

[redacted]d : this morning

Jace .: Thank you. Have you tried to access with a different browser?

[redacted]d : does not matter how I try and access, phone or desktop

[redacted]d : no but have not changed browsers, I use firefox

Jace .: Thank you.

[redacted]d : again it lets me in account but loops on webmail back to login

Jace .: Can you please try with Internet Explorer?

[redacted]d : hang on, will it log us off,

[redacted]d : I dont want to waste another hour

Jace .: No, I mean it will not close the chat.

[redacted]d : no will not even let me log in to anything

[redacted]d : just loops

Jace .: We are having some issues with the feature on the website since it's been updated.

Jace .: I was tried to access and wasn't able either.

Jace .: I have verified and right now the webmail feature is down. The technicians are updating the software.

--------------

see they knew they had issues, be up front and not waste everyones timeDesired Settlement: Not only have they failed to provide service they have wasted another 2 hours of my time. Up front they should have said it's their issue, not my browser, login ect. I expect a hundred dollar credit to our account for my wasted time and at least that amount for failure to provide service. I would overlook a few hours but not this excessive amount.

Business

Response:

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly on 3/9/16 to address their concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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 had service transferred on April 25th 2014, I previously had internet and cable service that was provided at no cost at my previous address. When I moved, Cox had a technician come out to the complex and turn on service; however that technician failed to actually do anything and it wasn't until Sunday April 27th that another tech was sent out to turn on my service-therefore I was charged 2 days with no service whatsoever. Since the day the service was turned on I have had problems with this company. First, they run a complete scam and charge customers $30 to self install their modems. In short, Cox Communications charges me $30 to plug in my modem into my wall. Secondly, and most importantly, my internet hardly ever works. I had problems for the first 2 weeks with my internet connection actually staying connected. When I would call customer service I was told to unplug and plug the modem back in which was a quick fix to get me off the phone but only lasted a few minutes at a time. I finally had my modem replaced with a refurbished modem provided by Cox. Even with the switch of modems, my internet service is spotty at best. My 3G on my phone is faster and more reliable. I've called customer service numerous times and the only suggestion I get is to unplug and plug the modem back in because they don't see any problem on their end. I'm asking Cox to refund all monies collected from me since the date service was established and either fix my modem/connection or cancel my service altogether. If I had the option to use a different internet provider I would in a heartbeat, however the complex I am living in is contracted through Cox so I have no choice but to pay for their horrible service or have none at all.Desired Settlement: I would like Cox communications to refund all money I've paid for service/all service charges since service was established on April 25, 2014 and to fix my internet or cancel my service if a fix is not available.

Business

Response:

June 27, 2014

Review: I was in your store on 11/26/13 to see about new Internet and phone service. I wanted to speak race to face to avoid any confusion.

I spoke with [redacted] and told him I wanted high speed Internet service, phone service to include local and long distance calling with

caller ID. He quoted me $68.31 per month for 2 years. Installation for $60.00. If I needed a router it would be an additional $59.99. We then discussed it would be installed 11/29/13.

I returned the next day to confirm the router I had would work OK. I also realized I had nothing in writing on what we had agreed

upon. I talked with another associate (I don't' have his name) he said the $68.31 quote was for 6 months and the price would increase to $80.00 there after.

[redacted] joined us and he confirmed he had quoted me 68.31 for 2 years, "just a honest mistake" for which I'm suppose to

pay for his error. Mistake? He also gave me his card for [redacted], who has not been there for several years. Another mistake?

I cancelled my service with [redacted] based on the $68.3/1 quote.

I then returned on 12/6/13 wanted to speak to management, but youf were not there and I spoke with [redacted] and he gave

me the same "this is only promotion we have' I also told him I did not want call waiting. He said I have to have it because it's a

"package" deal. Neither [redacted] nor the other associate said I HAD to have it. Another mistake? Then he started to tell me if I paid $5.00 more I could get it for 2 years. Then he changed his mind. Another mistake?

When we had our business, if one of our employees miss-quoted a customer we did not expect our customer to pay for our mistake.

Every employer is responsible for his employees.

I finally requested the manager call me. It's now been a week and I've not even had the courtesy of a call.Desired Settlement: I finally requested the manager call me. It's now been a week and I've not even had the courtesy of a call.

Business

Response:

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

February 6, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the monthly rate on her Cox account. Please let me begin with an apology for any misinformation that she received regarding the rates for her services. Our agents are trained in all of our sales offers and they should always provide our customers with accurate information when they are inquiring about service. There can be those times when an honest mistake happens, and we certainly do not want our customers to feel frustrated when an error occurs.

Research of the customer’s account tells us that she was signed up to receive a special sales campaign, reducing our regular rates, for six months. I contacted our Retail Store Manager, [redacted], who had met with the customer while she was in our store the day after the order was taken. [redacted] apologized for the error and he gave her his business card and assured her that while her current promotion was only good for six months, she was supposed to call him after the six month promotion expired and he would add another campaign on to the account to make up for the price quote error.

In an effort to demonstrate our commitment to our customers, [redacted] has removed the six month campaign today and added on a new campaign that is good for 12 months. Unfortunately, we do not have any pricing that provides a reduced rate for two years. However, our customer’s rate will be $67.60 per month for 12 months, expiring in March 2014. It is important to note that the customer does not have a Price Lock Guarantee (PLG) agreement on her account and the rate may fluctuate if a rate adjustment occurs before March 2014.

We regret that she received misinformation regarding her monthly rate and we hope that we are able to regain her confidence in our organization. We want her to know that her patronage and loyalty is important to us and we appreciate her. For future assistance, she may call our Customer Care Center at [redacted]. Our Technical Support Department is available for our customers, 24 hours a day, seven days a week. Thank you.

Sincerely,

Executive Resolutions Specialist

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.

Regards,

Thank you for all your help in this matter, at least you received a reply.

However I would like to set the record straight on a few items.

Apparently I did speak to [redacted] the second time I was there, but since he did not identify himself as the manager, nor did he give me a card I really didn't know.

I requested the manager call me. Which he did not do. or even the courtesy of a reply to my letter.

I understand Cox had cancelled my 6 months quote and have given me a new promotion of 1 year at $67.60.1 assume the expiration date of March 2014 is another mistake.. One year would expire March 2015.

1 would like written confirmation as to the correct date of March 2015.

I also do not understand why they did not keep the commitment of $68.31 for even 6 months! My last statement was $70.27.. .Why?

Obviously quotes do not mean much if you don't have PLG.

Again my thanks to Revdex.com.

Sincerely.

Business

Response:

Revdex.com Rebuttal

– No. [redacted] – [redacted]

March 12,

2014

We were sorry to hear that the

consumer was unhappy with our response regarding her new rate that we have

provided to her. Upon receipt of her

initial complaint, we extensively reviewed all of the notes and records that

were available to us. All of the

information that was reported in our previous response is based on our written

documentation of her account.

Allow me to apologize for my error

in quoting the date of expiration of her new campaign as March 2014. To correct myself, the campaign is in effect

for 12 months and will expire in March 2015.

In response to her inquiry regarding

the monthly charge for her January 19 – February 18, 2014 statement for $70.27;

she was receiving her rate of $68.41 and she had an additional charge of a long

distance call in the amount of $1.86.

This brought the total due to $70.27.

We

regret that the consumer is not happy with our company’s response to her

request. It is my hope that

the information I have outlined here will assist in resolving her

concerns. If she should require

additional assistance, she may call our Customer Care Center at

[redacted]. Thank you.

[redacted], Executive Customer Resolutions

Specialist

Office of the General Manager

Cox Communications

Consumer

Response:

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

Regards,

I would like to make one more reply to [redacted] through BB as I have no way to contact her.

I don't what documentation she refers to but if she would look at the original quote from the salesman [redacted] and also the manager [redacted]. It was for $68.31 for 2 years including local and LONG DISTANCE.

Review: I telephoned the number for Cox Communications bill to cancel my Cox cable TV and Internet Service in November of 2014. I asked for a written confirmation or e-mail confirming the order. I was out of the country for 4 weeks and when I returned in December I discovered that they were still charging the automatic payment to my [redacted] account. When I was speaking with [redacted] I told them to put a Merchant Block on the account so that no further charges were possible. When I was again in Phoenix in January (I am seldom there) I found correspondence about the account alleging that I owed more money, had accrued returned payment and late fees. I spoke with them and they said they had no records of the order to cancel in November so I again requested cancellation and asked them what was covered by the Dec 20 payment they had taken from my account. It took several people and finally a supervisor to confirm that the payment on December 220 covered the period of Dec 20 to January 20. I had decided to not pursue re-payment of the unused months until they kept sending me additional bills and what started with $155.96 on January 23, 2015 (the finally "official" closing of my account) grew to $203.16 and then another $195.53 was added at the end of January 2015 for a total of $351..49. When I called I was told that part of the additional cost was that I had not returned the equipment. I explained that neither in November 2014 when I ffirst cancelled the service nor on January 23, 2105 did anyone tell me I needed to return equipment. I asked for a written confirmation of what was needed to be returned and was told they couldn't do it. I wrote down what they needed and told them that when I am again in Phoenix on February 16, 2015 I would return the equipment. They then referred me to their Collections Department informing me that if I didn't pay the total amount due by February 22, 2015 the account would formally be turned over for collection. The Collections Department gave me a different list of equipment to return also stating that they could not send me a written notice. Finally I spoke again to the Billing Department and asked to speak to a Supervisor in hopes of resolving the issue. I was told that nothing could be done and they could not communicate to me in writing. I asked for the name and address of an administrator to whom I could write a letter attempting to resolve the problem. After 10 minutes of searching they got back on the line and said the only possibility was to send it to the overall Headquarters but was not given a nameDesired Settlement: I expect that Cox will get my equipment next week and close out the account as all costs paid in full. I dis finally receive a credit for the unused portion of the incorrectly billed payment. They still have said that the account will go to collection if I do not pay it. I will not pay it and will send this to my attorney if they turn it to Collections

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 [redacted] regarding her attempts to cancel service and correct her billing. We sincerely regret the inconvenience that she experienced with our company. We have contacted our customer and addressed her concerns to a successful resolution.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 issueSincerely,[redacted] / Office of the General Manager / Cox Communications Executve Offices /[redacted]

Consumer

Response:

[redacted]:

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

Regards,

Review: Trying to switch out modem for phone and techs never showed up. When I call to complain they retaliated by shutting my TV and phone off and hanging up on me. They changed my phone number and now I can't receive incoming phone calls. If I didn't have a celll phone, I would have no communication.Desired Settlement: Fine the company and provide training for the customer service representatives.

Business

Response:

Dear Ms. [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 your recent experience with swapping your modem. I have conducted a review of your account and have determined the following:Our records show that on January 11, 2016, you contacted our customer service team requesting to exchange your WiFi modem for a telephone modem. In addition, there was a request to change the account name from Mr. [redacted] name to your name.When attempting to exchange the modem, there was an internal error that would not allow us to provision the equipment. This error was resolved internally and did not require a technician to visit your home. Please accept our apologies if this was not explained to you.In order to process the name change, Cox must disconnect the active account prior to establishing the new account. This is the reason why you temporarily lost services. When transferring the phone number from the former account (Mr. [redacted] account) to your account, the representative failed to have the phone number reserved. This resulted in you temporarily not having the phone number assigned to your account. Our records show this has now been corrected.Ms. [redacted] these many failures are embarrassing to our organization and does not display the legendary service we have built our reputation on. We will use your experience as a coaching opportunity to ensure our representatives are thoroughly and efficiently assisting our customers. Again, we apologize for the frustrations we caused you and 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 Communications1[redacted]

Consumer

Response:

I do not accept their response as it does not address the issues. No avceptabe response regarding the exchange of the modem, the reason my phone & tv were disconnected for over an hour. Also I still can't receive incoming phone calls. Also no date I should receive my old number back. With all the communication I had with this company & all the problems I had, their response doesn't even begin to recognise the frustration this company has put me through. I still need the modem changed out, my old phone number back & the ability to receive incoming phone calls.

Business

Response:

Dear Ms. [redacted] Please accept our apologies if you feel our initial response was not sufficient. We would like to have a technician come to your home to address and resolve all of your service concerns.Please contact me at your earliest convenience so that we can confirm a good day and time to have someone come out. My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully,Sylvia L. D[redacted]Executive Office of the Regional Manager1-[redacted]

Review: When I signed up for service for my son at [redacted], we agreed to a bundle deal and Cox promised a $250.oo Visa gift card. They said that we would receive it within 2 months. That was on about August 20. I have tried to contact customer service and have still not received an answer. Last week I was promised that a $250.00 check was being made out for me to pick up at my local Cox store last Friday. There is no check. All I get is promises of a call back that never happens.Desired Settlement: I would like to have an immediate $250.00 credit on the account and a cancellation of all charges for TV and phone credited from August to now. Only internet service was desired originally and the representative guaranteed that this bundle deal was such a better deal.

Business

Response:

February 13, 2014

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

This is to advise that we have attempted to reach the customer without success. An e-mail was sent to the customer on 1-17-14 and a letter was forwarded to the customer on 1-22-14.

We are unable to complete the research on this complaint without additional information such as the address where the service was installed. Once this information is received we will be able to complete our investigation and provide the customer with a response.

We want our customer to know that we want to resolve these concerns. Thank you.

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.

Regards,

I have left a voice mail with [redacted] and will notify you when she returns my call whether the issue has been resolve.

Business

Response:

This is to advise that we were successful in reaching our customer. We have agreed to

Review: I contacted Cox Communications at there main number. They were offering a special of 79.99 a month for cable service for tv, home phone and internet. At the time I had [redacted]. When I spoke to them I told them that I wanted the same channels for my tv that I was getting with [redacted]. I was told that it would be the same channels. So I cancelled my [redacted] and ordered the package from Cox. First they wanted to give me an HD box. WhenI called back before the install to find out if there was an additional charge for the HD they said yes. I told them I did not want the Hd box, they were going to have to ochange the install date because of the box change. I complained about having to wait just because of a different box. They then said that they will install the service on the same day as originally scheduled. That morning I got a call to confirm installation. I reminded the tech that it was not the Hd box I was to get. He told me" he was glad that I mentioned that because his work order was for the HD box. Finally it was installed and I started watching tv. I soon realized that I was not getting the same channels that I was with [redacted]. I called to complain. I was told that they would give ne the channels as promissed. But I still did not get all the channels, so I called again. This time I was told they would give them to me for an extra $5.00 a month and they could speed up my internet for an additional $5.00 a month. I agreed to the increase. About a month went by and again I noticed that I still wasn't getting all the channels as with [redacted]. When I called back again I was told it would cost me a total of $140 a month. At that point I said forget it and I cancelled the Cox tv, homer phone which I did not use and the interent. I reordered [redacted] and walked the box and every component into the store. I then get a bill for roughly $340. Again I complained and their customer service looked at my account and made corrections to my bill. I told them that I will pay bill on correction.Desired Settlement: I still have not got a corrected bill. This is probably going on my credit which I am trying to rebuild. They have all the communications on my account and yet they refuse to correct my bill. Please help them correct my bill and remove any adverse marks that they may have put on my credit.

Business

Response:

We were sorry to hear of the confusion that the customer experienced with his Cox billing. Due to the specific billing questions that the customer brought up in his complaint to your office, we contacted him directly. While we did not speak to the client directly, we left him a detailed message and confirmed his corrected billing amount owed. We also asked the customer to call us directly with further questions on the bill. Thank you for the opportunity to assist the subscriber. [redacted]/Cox Communications Executive Offices / Arizona

Consumer

Response:

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

I got a phone call from Cox Communications telling me that they corrected my bill. I attempted twice to contact the woman that left me the message to no avail. I was about to pay the bill, but decided to check to see if there was anything on my credit report from Cox. Low and behold Cox shows that I owe them $200.00 plus dollars. What kind of business are they running? They lied to me about the service I was going to have. Second they make the mistake about the billing and yet I get the bad rap on my credit! This should not be allowed!

Regards,[redacted]

Business

Response:

We are sorry to hear that the customer still is confused regarding his billing. Our records confirm that the customer only subscribes to Internet service, and review of the customer’s billing history indicates that he has not been charged for cable or phone service. Both of the late fees that were incurred have been removed from the account. We contacted the customer and left him a message advising him of the correct balance owed, and reiterated what services he subscribes to. We referred the customer to call our Customer Service Team/Billing Department at ###-###-####Call: ###-###-#### with further questions. We hope this additional information brings closure to the concerns that the customer brought to your office. [redacted]/ Cox Communications Executive Offices/ Arizona

Review: In october I spoke to an agent online about transferring my service to a new location at the end of the month. This involves activating service in a new location, and deactivating at my old location. I was told that the service at my old location would be deactivated the first of November.

However, until I got a bill in the mail telling me that I had charges over-due, I did not realize that service was never disconnected at my old location, and my online bill payments, which I make on-time, were paying for the supposedly disconnected location. I had to spend over 50 minutes on the phone between billing and technical support in order get the issue acknowledged and at the BEGINNING STAGES of being resolved. I was told all my payments would be retroactively applied to my new account within 3 days (NOT WEEKDAYS, BUT DAYS). Three days later I'm still showing that I owe all the BS charges that I already paid to the deactivated account. Upon calling AGAIN, I was told that oh, it can take 72 hours, and weekend days don't count (contrary to what I was told the 1st time I called). I was also told I would not be notified when the issue was resolved, and it was IMPOSSIBLE to email me when the issue was resolved, because the support does not have that power. Who messed up the first time in not deactivating my account? Why does crediting my account take 72+++ hours? Who's going to reimburse me for the headaches and time I wasted dealing with this on Christmas weekend? Why are there so many billing 'errors' at Cox (hint, they're not errors). How it is legal OR ethical that my service, which I pay for in-full on-time, needs so much attention from me to make sure that it does not get disconnected?Desired Settlement: I would like 1. an IMMEDIATE billing adjustment, 2. a written apology, 3. an explanation of why billing adjustments take "3 days" +, 4. an explanation of why I can't be notified when COX'S MISTAKES are resolved, 5. contact information of employees who have enough responsibility and accountability that they can ACTUALLY RESOLVE A PROBLEM instead of being jerked around by customer service reps who 'don't have the enough power to resolve the situation' because of poor company management., 6. reimbursement of the time I've wasted dealing with this BS

Business

Response:

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

Upon receipt of this complaint, we were able to make contact with our customer on 12/31/15 to discuss the concerns with their account. After reviewing the account we assured our customer the appropriate adjustments were made to both his former and current Cox accounts to ensure the disconnection for his previous address reflected the correct date of 10/30/15. This correction resulted in a credit of $71.74 being applied to our customer’s new account as well as a credit of $8.00 to waive a late fee and a $50.00 adjustment for our customer’s frustration. We are confident the issue at hand has now been resolved.

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

Thank You.

George

Cox Communications

Review: On or around 11/15/13, I called Cox Communications to inquire about adding TV service. My [redacted] account commitment was up and I wanted to see if I could get my TV for less since I have my telephone and internet service with Cox. I was assisted by [redacted] and he let me know what my total price would be and it ended up being more that my combined bills. I decided not to make the change, however, [redacted] noticed that I could save a little by changing my telephone service. I said that if it would save me money, then I would make the change. The change was made. I then received my new bill and noticed that my new billing amount had gone up $9 plus dollars. I called Cox and asked why this was so. It seems that their representative was in error in stating that I would save money with the change. To the contrary, because of the change, I lost my "Bundle" discount and would be paying more. As a temporary fix, another representative gave me a $10 dollar credit for the inconvenience. I feel that Cox's representative, [redacted], made this change on purpose because I did not move my TV business to them. I feel that I was deceived by this representative into making the change that he said would save me money. Why would I have made a change to pay them more?Desired Settlement: I would like my account changed back to the way it was before it was deceptively changed by the Cox representative.

Business

Response:

January 3, 2014

Review: I called into cox in October because I received promo in the mail that if I had all 4 products I could lower my total bill to $139 a month. So I called in and the retention lady stated she could give me the promo and it would drop my bill by $60. My next bill did drop to $148 and I was very happy but then I got this months bill and it went back up $50. I called in on Monday dec 12 and the billing lady said she did find where I had some charges of over $30 extra then last month she would work on it then put me on hold. The 20min after being on hold I was disconnected so I called back in on Friday dec 16th and that billing lady really did not want to talk so transferred me to loyalty. The guy in loyalty began to tell me that I asked for all the stuff on my bill so I said I have unlimited ld on a phone I only use for local calls, I have best internet when all I do is check internet and I have premium tv and all I watch are the same channels. I said I just wanted the promo that was $139 a month but instead of helpful he kept insisting cox was right and I was stuck. This situation is so very disappointing from a company that believes in customer service.Desired Settlement: I would like an apology and for cox to admit that they never meant to give me the $139 promo and never meant to safe me money. There are people who are trying to save money each month but cox is not company willing to help or listen.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by not being fully informed on pricing and services. We have attempted to contact the customer directly by telephone and email. The account has been corrected to the advertised bundle that starts at $139.99. That bundle pricing does provide a certain level of service. There are exclusion like additional equipment and channels, as well as taxes and fees. Once we have made contact with the customer, we can review the account in detail and come to a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I submitted a $200 rebate request that was received by Cox on June 8, 2015. I have not received the rebate card. The status of my rebate in the "system" only shows received. I called the rebate center on 4 occasions; September 15, November 5, November 13, and December 3. Each time I call, I'm told it's being escalated and please call back in 10 days. Nobody at the rebate center can answer my questions. When I call Cox directly, I'm told to provide the work order number and promo code to the rebate center and it will be immediately resolved. So, Cox is telling me to call the rebate center, and the rebate center is telling me to call Cox?

When I call the representative that sold me the system, he says "I'm working on it". I'm told the rebate center is awaiting confirmation from Cox Communications that I have a current account. My install date was 6/6/15. The work order number is [redacted] The Promo code is [redacted]Desired Settlement: $200 rebate card as promised by Cox Communications and the Cox Homelife representative Ren S[redacted] at 1[redacted] Phone number [redacted]

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their rebate. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.

Upon receiving this complaint, we contacted our Marketing Department who has now assured us our customer’s rebate has been expedited and we expect our customer to receive this within two weeks. After receiving this information, we were able to speak with our customer directly on 12/8/15 to inform him of the status. We have set up a follow-up call for 12/22/15 to check in with our customer to ensure he has received his rebate in addition to providing him with our direct contact information should he have any concerns regarding this in the interim. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. GeorgeExecutive ResolutionsCox Communications

Review: We cancelled our cable TV with Cox Communication and returned the equipment to the Chandler BLVD store. We were then charged for equipment that we did not have. After multiple phone calls it was determined that the charge was for a cable box that was switched out to updated models when we moved to our new home in 2012. I had to contact my credit card company to dispute the charges since my bill was $563 more than I was expecting. The credit card company backed off the charges however we were still responsible for the internet and phone charges. We made a one time payment today of $125 to cover the cost for the services that we used. The first phone calls to Cox assured that the issue would be fixed and when it wasn't taken care of is when we contacted the credit card company. I continued to try to work with Cox to find out what happened and why the issue was not fixed. Just today is when they determined it was from an old cable box that was switched out by their employee when we moved. I now stand to potentially have my internet and phone turned off for non-payment. These services are important on both a professional and personal level. Not having internet access could cause potential problems with my employer.Desired Settlement: I would like to see the charges for the equipment, charge back fees and late fees removed from my account to show my account up to date and paid in full.

Business

Response:

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will consider this complaint resolved.

Regards,

Review: On September 6th, I ordered a Cox TV bundle including phone service. We already have a long distance phone service through '[redacted]' and we planed to have Cox service just for local calls only. When the technician came to install the equipments, he swapped the cable on our existing phone without telling us. We thought he was just going to install the wires. He saw we had a phone in service already and he did not notify but swapped the cable without notifying us resulting a long distance call charge which my wife made to [redacted]. I called Cox right away to resolve this charge and was told it would be refunded once the bill came out, but they did not do that. I called again and was told I need to submit a request for investigation and I did and was told to call back after 30 days. I called back and was told to wait till 22nd of October to see the results and was told 'I should be able to hear back from them' but when I called on the 28th of October I was told no answers yet and resubmit the form and wait another 30 days. I feel been cheated by the Cox service and I couldn't even cancel their phone service because I was told the investigation would be terminated once I cancel the phone which means I have to keep paying for the service till it's resolved. Until then I feel like being forced to pay something I don't want to have anymore. The whole service experience is very unsatisfying and uncomfortable. Cox has kept me waiting for almost 2 months without an answer. It does not make sense to force me to pay the phone bill while waiting this long and not getting any answers. I request to have my bill adjusted and refund the charge ASAP.Desired Settlement: Refund the charge or bill adjustment to reflect the credit back to my account. I also want to cancel the phone service with Cox and get a refund for the time period for waiting their investigation.

Business

Response:

November 7, 2013

Review: Cox Stole $200 from me because they said I reduced my service from having cable tv to only internet and phone..

They charged me $200 for changing my service . I never was told there is a charge for changing service that didnt work anyway.Desired Settlement: refund $200 to my bill

Business

Response:

Revdex.com #[redacted]

We are sorry to hear that our customer is unhappy with the Early Termination Fee on his bill. While we understand his concern we addressed this fee directly with him on 10/14/15 and advised him that the charge is valid and we do not have support to credit the disputed charges. We have also mailed him a copy of his statement that had the terms and conditions on it for his reference.

We would like to thank the Revdex.com for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

Cox has used false advertisement and and charged me $200 to chnage my service without clearly notifying me at the start of service.

Business

Response:

Revdex.com #[redacted]

We have worked directly with this customer on his complaint. While we are sorry the customer is not happy with the answer we provided we do not have the support for the credit he is requesting.

Thank you for your time and consideration.

Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: In august 2014 in response to a mailer I verbally agreed over the phone to pay $99 a month for TV, Internet and phone, But I also agreed to pay an additional !9.99 for DVR service.which should total 118.99.. Then in Sept. or Oct. I inquired and ordered a HD advanced receiver and was quoted 9.99 maximum which should come to 128.98. Somehow all along I have been overcharged and they show my monthly bill at 147.08 which is another 18.82.

My complaint is they should have to go by the prices their agents quote. They have a weird way of billing these packages showing full price and then showing a discount but it never comes out to what they quote. My bill should be adjusted to the amount that I was quoted which appears to me to be an overcharge each month of 18.82. I definitely have been deceived by Cox Communications.Desired Settlement: Changing of the billing and credit for overcharge.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer has not received accurate information for pricing and service information. The bundles do have different levels of service and different base prices before taxes, fees, and equipment. The bundles are designed to allow customers to customize the service as needed by added different equipment and upgrades like higher TV, Internet, or telephone service packages. We have made contact with the customer by telephone and are working on a satisfactory resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I had cable TV service provided to me by Cox Communications that I paid for through my HOA dues. It only worked in one bedroom in my home. After the death of a family member that used that room, I discovered the service wasn't working. Thinking that the problem was due to an old TV, I ignored it until I could get another TV to replace it. After going quite some time without service, one of my neighbors was moving and gave me a TV. When I hooked it up, it didn't work. I then realized that my service was the problem. I contacted Cox and they sent out a repairman and when he arrived, I was told the facilities had deteriorated beyond repair and new service would have to be installed. I told him how long I had been without service and wanted to be compensated. He advised me to contact the business office, which I did. I spoke with representatives in service and billing. The service department confirmed that the technician had stated that the facility was deteriorated and needed replacement. I was transferred to billing to work out compensation only to be told that I was part of a bulk account through my HOA and couldn't be directly compensated. I asked if the money could be credited to our account, and was told it could, but they wanted the HOA to call. I didn't understand the necessity for that..the service had failed, and all they had to do was compensate. I told them I would contact them, but wanted the credit given so I could deduct the amount from my dues. They agreed. I wrote a letter to the HOA to advise their need to follow up. I received a letter from them stating they had, and was told by Cox that they weren't allowed to give info on a private account. I don't have a private account. I had internet service through another provider, so cable was with Cox through our HOA bulk account. The HOA charges amount to 32.00 a month for 12 months=384.00. I contacted Cox again and was told that no one from the HOA had contacted them. This has been going back and forth since February 6, 2013, with me calling Cox and writing letters to my HOA monthly. The HOA ended their account with them February of this year, and still no resolution. This refusal to credit me has caused problems with the HOA. I have no recourse from either direction and want resolution and compensation.Desired Settlement: I have lived in this community for many years. This has gone on for a ridiculous amount of time and should have been resolved at the time the service failure was discovered. Because my HOA no longer has a bulk account with them, and is refusing to act, I want to be directly compensated for my service outage as they had originally promised.

Business

Response:

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

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

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Consumer

Response:

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

The reason I disagree is because they do have a record of my service outage and because the HOA no longer has an account with them, they are no longer bound to respond to them. I am the one that requires compensation, not the HOA. Although I have made my payments to Cox through them I no longer do that, so Cox can and should respond directly to me. The only reason the HOA was involved is because they collected the payments from the residents. This is the problem I've had from the beginning..Cox claims the HOA hasn't contacted them, and the HOA states Cox tells them they can't give access to a private account. I just want to be compensated for my service failure, and Cox is responsible..not the HOA.

Regards,

Business

Response:

We are sorry to hear the customer continues to dispute the information provided. As previously stated, the customer’s HOA is the entity that entered into service with Cox Communications. We are happy and more than willing to work with them regarding any refunds due and encourage the customer to reach out to them.

We will be happy to send a refund for the time we were notified until the service issue was addressed. This refund will be sent directly to the HOA.

Thank you for your time and consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Review: I called Cox to downgrade my services and was offered a promotion. I was told that I was currently under a promotion that ends in 2 days so to call back in 3 days and they will enter the promotion. When I called back, the lady I spoke with said she's not allowed to give a promotion and that she didn't see any notes offering one. I was so frustrated with her lack of customer skills so I told her to cancel my services but to wait until I had [redacted] installed. I proceeded with the new company and when I called back to disconnect my Cox services, I was offered the promotion again. I explained to the gentleman that I was trying to do that in the first place and that I have now signed a contract with [redacted] so to cancel my services.Desired Settlement: I would like my final bill to be adjusted to the offered promotion amount which was $79 and for it to be removed from collections.

Business

Response:

August 4, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding the billing on her account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. On March 1, 2011 the customer had a two year price lock contract placed on her account and would expire on February 28, 2013. On February 18, 2013 the customer called and spoke to an agent in Retention. They discussed the options the customer had for disconnecting service and that the customer would call back. The customer called again on February 20, 2013and told the agent that she wasn’t receiving the rate she was promised, however, the customer was inquiring why the bill was so high. The customer would often fall behind in payments and would receive a bill with a past due amount. The customer did call to lower the monthly rate for internet service and it’s possible that at that time there were no special promotions the customer could have been offered. The customer’s service was disconnected for non-payment of their bill on March 6, 2013. The customer has an unpaid balance of $234.53 that is due and payable to the company. 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 Relations SpecialistExecutive Resolutions/Office of the General Manager

Review: In February Cox made a mistake in billing that caused several different checks to bounce. In doing so the say I closed my account charged fees and added check.block to my account. After talking to different supervisors [redacted] in collections especially, they where all rude and insulting towards me. I have called to.eplained the refund I was given because of the mistake and asked to have check blocked removed but insulted me instead reviewing my account asking why would someone randomly pay my bill and I need to go back to school etc... Ever since april my bill was only 56 and in may 76 dollars but uas been 180.00 every month with no explanation. Im looking to have my bill crexited to.the amount it was promised to be and have check blocked removed so.I can make payments. When they accidentally cancelled my service all my packages where unavailable for me to join and forced to pay more.Desired Settlement: Account reimbursement and check block removed.

Business

Response:

August 4, 2014 Better Business Complaint – ID #[redacted] – [redacted] This is in response to our customer’s complaint regarding a claim that we made billing mistakes on his account. He further states that these mistakes caused overdraft charges on his bank account. It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his payment issue. We apologize for the inconvenience that this customer has encountered in his attempts to get this issue resolved. Upon receipt of this complaint, our customer’s account was thoroughly researched. It was determined that there were no billing mistakes on this account. We are providing the following “major” billing points on this account: · 12/02/13 - Customer transferred service from account number [redacted]. There was an outstanding balance on that account of $184.48 which was applied to the new account on the date of transfer. · 12/02/13 – First statement issued for this account in the amount of $291.76 which included the transferred balance and a partial month of services and installation fees. · 12/23/12 – Customer made a payment in the amount of $61.32 which did not match up to the outstanding balance that was transferred. · 12/27/13 – New statement issued with a balance of $395.12. · 01/02/14 – Customer calls in to inquire about the balance on the bill. States he did not know that there would be a prorated amount. Representative provided a very generous courtesy credit of $98.16. There was no billing error involved.· 01/25/14 – Customer payment in the amount of $132.28 leaving a balance due of $171.00.· 01/26/14 – New billing statement issued with a balance due of $301.86· 02/17/14 – Payment in the amount of $32.40 received and applied to the account.· 02/20/14 – Payment for $32.40 is returned and applied back to the account with a $25.00 returned check fee. Our records indicate that this was a web payment which means that the customer would have created the payment – it was not processed through Cox with a representative. · 02/24/14 – A payment in the amount of $132.28 was processed. · 03/11/14 – Payment in the amount of $132.28 was returned for insufficient funds. Balance outstanding on the account is now at $501.96. · 03/15/14 – Payment in the amount of $167.71 posted to the account. Outstanding balance is now at $334.25.· 03/18/14 – Payment in the amount of $133.00 was applied to the account. Balance outstanding on the account is now at $210.49.· 03/27/14 – New billing statement issues and balance due is now at $340.97.· 03/31/14 – Customer states that he contacted Cox to disconnect his video service. · 04/02/14 - A non-pay disconnect work order is issued due to past due balance on the account. This work order was closed as of 4-09-14 and the service was terminated. The outstanding balance due on the account at this point was $255.58. · 04/10/14 – Customer calls to dispute an early termination charge that was applied to his account in the amount of $160.00 stating that he did not ask for the Internet to be disconnected. Internet service and a very basic video service of [redacted] were added to the account. New Billing amount is to be approximately $76.42. · 04/30/14 – Customer again is disputing his bill stating that all of the previous charges were to be waived when he set up the new service. This is not something that Cox would have agreed to. The customer needed to pay the outstanding balance of approximately $255.00 which was due prior to the disconnection of the video services.· 08/01/14 – Account went into a former status and the equipment has also been charged to the account for an additional amount of $409.71. The current balance on the account is $667.02 which includes the equipment. It is important to note that during this period our customer was incurring late fees and reconnect fees which totaled approximately an additional $88.61, two returned check fees of $25.00 each, one was credited, a fight for $84.35 and various movie charges. Again, we apologize for the poor customer experience that was encountered, but other than the Internet being disconnected in error Cox Communications has acted in good faith with this customer. If our customer should have any additional questions or concerns regarding his former account, he can contact our Care Center at [redacted]Call: [redacted]. Thank you. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications/[redacted]

Review: When I signed up for service I was promised a gift card after 90 days. That date was supposed to be April 15, 2015. Still haven't received.

When I signed up I was promised a $250 gift card by [redacted] (Sales Rep his number is ###-###-####) This was supposed to be sent 90 days after activation. April 15, 2015. I have spent almost 3 hours on the phone with Cox trying to get it. They told me it's $200 not $250, but put a $50 credit on the bill. They claim it was approved May 22, 2015 and gave me a tracking number and website. But it doesn't pull up! The cox employee couldn't even pull it up.Desired Settlement: I am requesting the $200 Gift Card, and compensation for my time for the 3 hours CHASING IT! I think a $400 Gift Card, or credit would be appropriate at this point. I am on the verge of canceling, and filing a case in small claims court.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account rebate. 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, our customer had submitted a duplicate complaint through the Revdex.com to our Atlanta offices which we received on 6/25/15 (Revdex.com Case # [redacted]). Upon receipt of this complaint, we did attempt to reach them at the telephone number they provided to us (###-###-####) on 6/25/15 and 6/26/15 to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unable to speak to our customer directly, we were able to confirm that the rebate in question has been mailed to our customer as of 6/3/15 and has an expected delivery date of 7/3/15. Additionally, we see our customer has been substantially compensated by our Customer Care Center with an account adjustment that was applied on 6/3/15. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I keep getting told that I have an, "Expected delivery date". The problem is that is never arrives. Now you are telling me 7/3, keep in mind that this delivery date was supposed to be 4/15. Yes, I did receive some credit and I appreciate that. Instead of repeated emails, and filing complaints I would like to receive some results. I guess we will see if the 7/3 date happens. I would request that the Revdex.com keep this complaint open until I receive the amount promised from Cox. Regards,[redacted]

Business

Response:

We are truly sorry to hear our customer has additional concerns regarding their Cox account. Rest assured, we are dedicated to reaching a resolution for our customer. Upon receipt of this complaint, we were able to make contact and speak to our customer directly on 7/2/15 to discuss her concerns. We advised our customer that her rebate currently has an estimated delivery date of 7/3/15 and that we would be contacting her on 7/6/15 to check in to ensure she has received it. On 7/6/15 we spoke to our customer again who advised us that she was currently away from the home but asked us to check in on 7/7/15. We would like to assure our customer that we will continue to remain in contact with her until we are assured she has received her rebate. We appreciate our customer’s patience and understanding.Thank you. [redacted]Executive EscalationsCox Communications

Review: On or about October 2013, Cox sent a crew to my property to remove a tower box that was previously installed by Cox on my driveway. I came home from work and the crew was already at my house removing the box, without prior notice from Cox. When I asked what was going on I was told by a crew member that they were removing the tower box, and burying the line. I then asked if this was going to cause any issues with my internet/cable service inside the home, whether or not I would be able to get in and out of my driveway, how long would the process take and whether or not they were going to clean up and fix the mess when completed. The crew member assured me that there would be no issues with my service inside the home that indeed I would have access to my driveway and that the job would take no more than 2 days and they would clean up and leave everything good as new. 6 months later there was still duct tape running the length of my driveway and an orange construction cone on top of the gaping hole Cox left on my driveway.

As early as the end of October, I tried to reach out to Cox to see when they were going to return to finish and clean up the mess they started at the beginning of the month. Finally, on or about March 25, 2014, I sent an email to corporate headquarters complete with pictures of the damage left on my driveway and almost immediately got a response. A couple of days later I got a call from a local representative who stated that they would send someone back out to my house and take immediate action to resolve the issue. The result of this ‘action’ was the removal of the orange cone and the duct tape but the hole in the concrete still remains but now it is being haphazardly covered by small rocks. Said rocks, have become more of a nuisance and a safety hazard. The rocks blow all over not only driveway, my neighbor’s driveway, the sidewalk and even the street. Again, I called Cox to let them know that this was unacceptable and that they’ve now created an even bigger safety hazard. They said they weren't going to do anything else. That it was my problem now.Desired Settlement: I want the concrete slab where Cox made the hole and crack completely replaced.

Business

Response:

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