Cox Communications, Inc.

Review: Intermittent Internet Service -

At my previous apartment I had to call Cox 4 times because my internet and tv service stopped working. Each time they had to send out a technician who informed me that my cable was physically disconnected in the Cox junction box.

About 5 months ago I moved and shortly after my internet service stopped working because my router's MAC address was be being blocked by Cox. I was able to determine this by having the router use a different MAC address and once changed it worked as expected without further issue.

Now the internet service is only working intermittently and because of repeated issue I no longer trust Cox enough to contact them first. The pattern seems to be that every few months something will happen to the internet and/or tv service. Unfortunately my only internet and tv option at this apartment is Cox so I can't switch to another provider until I move again.

And since Cox sent me an email within the last couple of weeks suggesting that I upgrade to the DOC SIS 3 modem, my guess would be that they are going to tell me I need a new modem which I can "conveniently" rent or buy from them.Desired Settlement: Fix and stop interfering with the services.

Business

Response:

We certainly appreciate it when our customers let us know that we have not met their expectations. It is always our goal at Cox Communications to provide our customers with exemplary customer service. From what has been described in this complaint, it does not appear that we were successful in providing this level of service. We would like to take the time to apologize for the inconvenience that our customer experienced in their attempts to resolve the Internet speed concerns. Upon receipt of this complaint, the account was researched thoroughly. Our customer stated that he is concerned that we are requesting him to upgrade his modem to a DOCSIS 3.0 for no reason. We recently upgraded our speeds for our customers who use the Preferred level of Internet and above. To receive the optimum value of this increase in speed, it is necessary for our customer to upgraded to a DOCSIS 3 modem. Our customer’s modem is 4 years old and the model that he has is not sufficient for the higher speeds. We have asked a member of our Customer Advocate Team to reach out to our customer to explain this in more details. Our customer’s complaint states that he feels we are “interfering” with the service. In fact, we are enhancing our products to provide our customers with a higher value. We want our customer to know that we value him and appreciate his business. We hope that the information presented helps clarify any concerns regarding his Internet service. If our customer should have any additional concerns regarding his service, he can contact our Customer Care Team at ###-###-####Call: ###-###-####. Thank you. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

Consumer

Response:

Cox has attempted to contact me several times and from the voice mail messages that were left it sounds like they were trying to answer questions that I didn't ask. I have not contacted them because the intermittent connection issue has been resolved for now. Please consider this complaint resolved and if there are further issues additional complaints can be filed.

Regards,

Review: Cox Communications, my internet provider, has an automatic payment withdrawal to my bank account for monthly for billing.

Since Feb.21,2014, without warning, acknowledgement, or consent has doubled from $23.99 to $47.99 for the exact same service of basic internet.

The company continuously runs advertisements on television and radio for this service for $19.99 monthly.Desired Settlement: I am requesting these $72 in additional funds be refunded and the monthly service charge for my service be inline with the company's advertisement for $19.99 per month.

Business

Response:

May 5, 2014

Review: On 7/17/13 I contacted Cox communications regarding my service. I wanted to find out why I am paying for such a high speed internet but cannot stream basic video services. I informed the representative that I have done tests with the same IP address on two different networks and have found that Cox Communications Inc is throttling my service to Youtube. The representative reset my modem without informing me which ended the chat session. After contacting them a second time, a representative asked a few more questions and suggested that I try another browser. I complied and tried Google Chrome with no signs of improvement. I want to know why they are throttling me and how I can get this resolved.

Business

Response:

August 7, 2013

Review: April 2014 husband death certificate to COX store on [redacted] Road. Please change name on account from XXXX to XXXX. Unable to do -new account. I signed nothing and was told nothing about a 2 year contract. 2 week ago. I called ###-###-#### to discuss ways to lower my bill. Told by tech/billing and promotions that "I had signed contract, unable to lower bill till 4-16. "Bill would stay same till then!" Today got bill $30 higher. Called and talked to tech/and his manager. Unable to change and refused to send contract or any paper work to me.Desired Settlement: Bill returned to 174.47 from new price of $204.56

Business

Response:

April 28, 2015---Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with her billing. Due to the situation at hand, we contacted the customer directly to assist her. We were able to determine what happened with the account change, and we also were able to get her into a package that assured her a lower rate than what she was previously paying! We gave our contact information to the customer and she is very happy with the results of our conversation. We always appreciate the chance to assist and help a valued customer. Thank you! [redacted]/ Cox Communications Executive Offices/ [redacted]

Review: I have been with [redacted] for probably around 6 months within those six months it seems as if I have had to call them atleast once a week sometimes more because of the equipment/service not working properly I have had multiple techs come out to my home and attempt to fix these problems however they are never fixed one problem after another keeps happening.. I had a tech sent to my house to repair a problem they cut up my own personal cable instead of using there own and left strips of cut cable wire all over my yard without cleaning it up before they left.. just a couple of days ago I had to make another call because my service was not working properly.. I had made a review here and received an e mail and a call a couple days later I was assured the problem would be fixed and that they would contact billing and I would receive the proper credits on my account.. it has been about 5 days and I have had no call back from any one I have also sent a reply e mail to [redacted] management and received nothing from that as well. I feel paying this price for service that hardly works with constant problems from day one is wrong..Desired Settlement: I would like to start over with the original deal I sighned up with. I would like to have cable and internet service that does not break on a weekly basis and credited for all of these problems.

Business

Response:

Ms. [redacted] had filed a business review which I responded to. We are currently working with the customer. The field has already been in contact with her. I sent her an e-mail when the initial review was received and she did not respond to me until last week on 5-16-13. We are working on her billing issues.

Review: cox says I agreed to 24 month term contract over phone and I did not.

I went to store today to cancel my cable and keep internet and phone to be told I agreed to 24 month contract over phone so will be charged fee. this was not mentioned to me while I signed up for services with the over the phone rep-- I've asked for the call to be pulled, since I supposedly agreed to a contract on that call and they are stating it might not have been recorded and can only "request to see if recording is available"--- Extremely Shady!!Desired Settlement: No fees to cancel my TV services and compensation on my remaining services for the inconvenience.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing and contract. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause any frustrations.When speaking with authorized user [redacted], we advised him we were able to research the account to gain a better understanding of the issues at hand with his contact. During our conversation we explained that we would allow him to remove the cable services and contract on the account without penalty. Mr. [redacted] then opted to proceed with disconnecting the cable services which we processed for him. As a result of the inconvenience, we also provided the account with a promotional discount as well. We are confident that following our conversations with Mr. [redacted] that the issues brought forth in this complaint have 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 ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications

Review: As I switched to Cox Communications, I had planned on getting only internet service. I let the salesperson talk me into a 30-day trial of cable and home telephone. I never used the telephone, naturally, since this is outdated in modern society and riddled with telemarketing calls. I was told that I could switch back to internet only within 30 days and remain on the 12-month trial rate of $54.99/month. However, when I called within my 30-day period today to cancel cable and telephone, the person on the phone told me that the salesperson was incorrect. She has decided to charge me $73.99/month. Had I not been given false information by the salesperson, I never would have agreed to a 30-day trial of TV and telephone and would have only gotten the internet.Desired Settlement: I am entitled to the price of $54.99/month for the first 12 months. Therefore, I need a small adjustment of amounts already billed ($19) and the rate that I was promised for the rest of the 12-month period.

Business

Response:

March 7, 2016---- Revdex.com complaint [redacted] We were sorry to hear of the billing confusion that the customer experienced with our company. Due to these concerns, we contacted the client and we were able to come to an agreeable rate for service. As always, we thank the Revdex.com for the opportunity to assist a customer. Catherine/ Cox Communications Executive Offices/ Arizona

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. They agreed to my request, so I need to take a look at future bills to ensure that they do what they say.

Regards,

Review: Cox was supposed to come to my residence between 10am-12pm and did not show up at anytime during the day. I took the entire day off work for them to show up and was waiting for them since 9:45am. We called at 2pm to inquire why they had not shown up. They said that they were here at exactly 10am and nobody answered the door. At this time I was sitting in my living room six feet away from the front door. There was no knock on the door or anybody even on the front porch as they claim. My German Sheppard would've started barking as soon as they got near the stairs if they truly did come by right at 10am. At 10:05 I took the dogs out and checked the mail. There was no person nor vehicle anywhere in sight which means if they had come by, they left right away. We received no phone call saying that they were here, and there was no note left on the door saying they had been here. Now that I have made it very clear on multiple points that nobody was here, they said that they now refuse to come out today as promised and I am going to have to take another day off work tomorrow to wait for them again. They also said that they don't care if I contact the [redacted] because nothing was going to happen.Desired Settlement: I would like to have the [redacted] contact Cox Communications and have somebody come out to setup our services today as agreed upon with the business so that I do not have to take another day off from work tomorrow and lose the wages I would be making.

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 the [redacted] regarding her attempts to have service installed. We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we found that the install was rescheduled and completed. We also found that Mr. [redacted] is not an authorized person on this account so we followed up with the account holder to apologize for the missed appointment and to confirm the installation was completed. We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Review: I have been a loyal customer for over 2 years and recently (beginning in late October) my cable TV boxes have not been working properly. As of today, 1-31-16, I have had 9 technicians come to my home to resolve this issue. The 9th technician was here yesterday and spent over 6 hours at my home. While they were here one accidentally put their foot through the sheetrock in my garage and they need to come back and replace it. I needed to leave before they had completed the work but my mother-in-law was here and when I came home I checked to see if the issue was resolved. It was not, it actually showed on the TV the same exact message that had been there before they spent 6 hours at my home and broke the ceiling. Now, Sunday morning, not only are the boxes not working but the remote in the main room doesn't work. I realize, in some instances trouble shooting may require a visit or 2, however 9 times is unacceptable and I would like this resolved on the next visit or be allowed to break my contract without having to pay any penalty fee. I feel this is a fair request and hope by involving the Revdex.com this will be documented for any future issues I may encounter.Desired Settlement: I would like this repaired on the next visit, which will be the 10th for the same issue. In addition, if they are unable to repair the issue on their next visit I would like to discontinue our business relationship without incurring any financial penalties so that I may find a company that can provide the services that I require and am paying for.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their services and recent damage claim. 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 services and damage claim, we did attempt to reach them at the telephone number they provided to us ([redacted] and [redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. Although we were unsuccessful in reaching our customer, our Field Leadership Department did confirm that they spoke with our customer on 2/2/16 and confirmed the service issues have since been resolved. Additionally, a return visit has been scheduled for 2/5/16 to address the damage claim mentioned by our customer. 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. George Executive Resolutions Cox Communications

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: Many outages, lasting several hours, at various times throuout Nov forcing me to not complete work and switch to using my cellular phone data for service impacting my phone data usage.

several others in chandler filed similar connectivity problems at the same time. my equipment has been checked and works fine when the service has been provided.

I rely upon my internet connection for work which has been impacted by non service.

when I've called tech support the recording says there is an outage in my area.

cox has the data of their outages and some is also available on the internet.

They want me to go through another long and costly process to give them information they already have.

I have had cox for 11 years.Desired Settlement: I have asked to have late fees and charges removed and credited for Nov on a new bill. they have said they will get back to me next week. I do not want any more costs charged for waiting to resolve this issue.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the customer’s concerns with the connectivity of their Internet services, we have conducted a full research of their account to gain a better understanding of the issues Mr. [redacted] presented in his complaint. Upon completion of our research, we were unable to find evidence of an Internet service outage for his area in the month of November. We reviewed our database for their Internet equipment and we did not see indication of an Internet connection issue. Also, we researched the account notes and the access log for this account and found the first call made to us advising of issues with his Internet service was on 11/21/14. A member of our Executive Escalations Department spoke with Mr. [redacted] on 12/4/14 where we explained the information we gathered from our research of his account. We spoke with our customer again on 12/8/14 and explained to Mr. [redacted] that while we do not have sufficient evidence to support an account adjustment for the full month of November, we would be happy to provide an adjustment from 11/21/14 to 11/30/14 for his Internet service as a courtesy. Unfortunately, Mr. [redacted] opted to decline this offer. Our customer is aware we have no documentation or evidence of service issues nor any contact from him prior to 11/21/14 to allow us the opportunity to correct any issues. 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, services, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive ResolutionsCox Communications

Review: Cable services was disconnected in Aug of 2010. Cable box was dropped off at drop off location even though the customer representative did not tell me to do so. Recently in December of 2013, I disconnected my phone service and returned the modem at the same place. I discovered that there was a balance of $568.00 for non-returned equipment from 2010. Apparently disconnecting my phone triggered something in their computer. I called them immediately and customer service asked if I had a receipt of proof and I didn't because it was so long ago. I did not keep anything because I assumed by now, I did not owe anything other than my monthly internet service. They said I was responsible for the equipment. However, they will investigate the warehouse to see if it is there. Two weeks later, I checked my balance. It was still over $500. I contacted them again and spoke to a woman who said the warehouse had no record of it and that she would fill out a special form and have the charges waived due to loss of equipment because it was so long ago and I was never billed for it since then. She said she did not see any problem with the administrators waiving the charges. She told me to call back the following week and follow up again. I just called tonight and to my dismay the charges were only lowered to $408. I spoke with a supervisor and she said they cannot waive the charges unless I can provide a proof of receipt. It is my responsibility regardless of how many years it has been. What they did was reduce it to a wholesale charge. My objection is that why did they wait almost 3 years to charge me for this supposedly non-return cable box when I know I returned it because I do not have it at all. If I did, I would have returned it like I did with the phone modem. The equipment is almost 4 years old. It is not even worth $400. Cox is giving me one month to pay the charges or they will disconnect my internet services and will send me to collection agency for non-payment. I have been a loyal customer for many, many years. This is horrible. I do not have $400 and I should NOT have to pay for something that should have been taken care of 3 years ago!!! Horrible customer service, especially the supervisor I spoke with. She was not friendly at all.Desired Settlement: Waive the entire charges of $408.00 due to equipment loss by COX employees and no collection agencies notified

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We would like to take this opportunity to apologize to our customer the difficulties she encountered regarding the digital box that was charged to her account. Our customer adamantly claimed that the equipment had been returned to Cox Communications prior to moving to her current residence where she does not have video service.

We have completed the research on our customer’s account. We were not successful in finding the equipment in our inventory. Since we did not provide any notification to our customer subsequent to the closing of her former account, our Collections Team has made an exception on this account. The missing equipment has been removed and credited to the account.

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. We are also aware that our equipment sometimes gets misplaced during a move or when a customer changes existing services. In this situation, we determined that appropriate notice was not given to our customer to let her know that there was an issue with the equipment. This would have allowed her an opportunity to reconcile this issue in a timely manner. Once again, we apologize for the frustration that our customer has experienced. If she should have any additional questions or concerns, she can contact our Customer Care Center at ###-###-####. Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Review: I have repeatedly requested not to receive advertising in the mail. I received another piece of mail today addressed to me not to "Resident".Desired Settlement: Stop all mail excluding billing to [redacted] or [redacted]

Business

Response:

We apologize that our customer felt the necessity to write to the Revdex.com regarding his attempts to stop mailed ads. We sincerely regret the inconvenience that he experienced with our company.We spoke with our customer to confirm his request was received and it could take 30-45 days for the ads to stop due to the printing lead time. We assured him we would address the coaching opportunity so that our agents can provide correct information as to how long it can take to stop the mail.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Review: I hired cox to come to my house, that I am renting, and set up internet and cable. Everything was good until the installer was hooking up a hdmi cable from the cable box to my tv. As soon as he touched the hdmi from the cable box to my tv, the tv, my playstation 3, and the cable box burned out. My playstation was also connected to the other hdmi at the time. Cox denied my claim saying it was not there fault. They said it was bad wiring in the house and it was pushing to many volts out of the outlet, eventhough I was using everything fine prior to this incident. I immedietly called the owner and he had an electrition come out and checked it, but all of the wiring was up to code and the owner showed me paperwork that he had it inspected by the city. I met with cox for a second time after numerous calls and cox said they were wrong and sorry for blaming the outlets. Then cox says it can possibly be the box or tv. They said they would check the box and after 3weeks they finally called me saying the box was good and it was not there fault once again. After meeting again they said it had to be the tv so I had [redacted] come out to inspect the tv and immediatly they said the tv did not cause the damage and it was caused by an external source when attempting connection to the hdmi port. I tried contacting them but they do not return my calls.Desired Settlement: I just want a new tv, a playstation 3, and for them to pay 80.00 for the services from [redacted].

Business

Response:

We were sorry to hear of the situation that the customer experienced. Due to the nature of the complaint filed with your office, we requested information from our Damage Claims Department regarding the concerns that the customer brought to the attention of the Revdex.com.

In any situation that a subscriber feels that our equipment caused damage to their equipment, a standard testing process is performed on the box by a third party that is certified by the [redacted] manufacturer of the equipment. The results of the investigation proved that a power surge from the TV blew out the HDMI chip and the board in our convertor box. We found no presence of power on the coax, which would have been indicated by burned or melted cable. If the surge would have passed through the receiver into the TV, the output fuse for the HDMI port would blow out the four amp fuse, which did not happen. Interior inspection of the cable box indicated damage to the board from some sort of liquid. Our Manager met with the customer and relayed the findings of the investigation to the customer, and followed up with a denial of credit letter to the subscriber as well. Our Claims Team also pointed out that all equipment; customer and Cox owned, is powered by the internal electric provided by the renter/landlord/customer’s home or apartment electrical service.

We hope this information has been helpful to the Revdex.com. Thank you.

[redacted]/ Cox Communications/ 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.

I am dissatisfied with the response because of the fact that cox is blaming my tv when I was told by [redacted], who diagnosed my tv, that the tv would never output power and leave a burn mark on the hdmi input. I have paperwork from [redacted] stating it had to be the the cable box that caused the damage.

Regards,

Business

Response:

We were sorry to hear that the customer was unhappy with our first response to your company.

Because the customer disputes the information that he has been given regarding his recent claim, we requested further assistance from our Damage Claims Department. Our Claims Investigator [redacted] contacted the customer today and explained that we have exhausted all of our efforts to prove that our company did not damage his TV and Play Station. [redacted] also advised the customer that if he should choose to further dispute the claim, the client can contact us directly to provide any further documentation to support the claim that our convertor box caused damage to the his TV and equipment. We also spoke with the [redacted] agent that the customer worked with, and we clarified that their findings did not specify that our box caused the damage, but they simply stated that an external device “may have caused damage.” Based on the test results that were performed on the convertor and the coax cable, we have no support to replace the customer’s TV set and PlayStation.

We are sorry for the inconvenience that the customer has experienced. Thank you again for the opportunity to address the customer’s concerns.

[redacted]/Cox Communications Executive Offices/ Arizona

Review: Cox Communication has sent my account to collections for returned equipment.

I was a customer of Cox Communications in Tucson AZ. In August of last year I closed my account and returned the modem to the closest Cox Communications outlet to me at the time, which was in Iowa. I had been told by a Cox Cable CSR that this would be acceptable. The equipment was accepted at the location in Iowa.

I have received no letters, e-mails, or other communication from Cox Cable since that time. Additionally, I had been subscribed to their auto-pay program and had been told that if there was a problem with the equipment I would have been charged for any arrears on my account. There were no charges deducted from my bank account by Cox Cable after my final payment in August.

I have found that Cox Cable have placed my account into collections for $121 this January. The collections states that I had not returned the equipment that is now in Cox's possession. If there had been a problem with the equipment I would have been happy to cover the expense, but I was never informed that there was any problem. This has negatively impacted my credit rating and I would like to have this collection removed from my credit history.Desired Settlement: I'd like the collection removed from my credit report.

Business

Response:

We are sorry to hear our customer was negatively impacted by the issues with their equipment return. Since a telephone number was not provided in the original complaint, we have attempted to directly contact the customer by email to provide our contact information so we can address the issues at hand. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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 have sent them my contact information, but I have not yet received a response from them.Regards,[redacted]

Business

Response:

We are happy to assist our customer with her concerns with her former Cox account. As of 2/8/15 we received an e-mail from our customer advising us they are currently traveling abroad and have requested to communicate with us via e-mail to address their concerns. Unfortunately, our department is closed on Sundays so we have just reviewed her e-mail response as of this morning. We will be making contact with our customer via e-mail as she requested to ensure the issues at hand are addressed. We truly appreciate our customer's patience and understanding. Sincerely, [redacted] Executive EscalationsCox Communications

Review: Cox has had major issues appropriating a collections payment made on my account and is providing consistent information as well as harassing me

This stems from Cox referring an erroneous account to collections and never providing me support. Despite having a long standing always paid on time relationship with Cox communications they alleged that I owed money after moving in years past. I never was contacted regarding these accounts nor was my service ever interrupted. I paid the allegedly owed balance in full on 8/9/2013 to a third party agency [redacted] and [redacted]. I paid the amount not as an admission of responsibility, but simply to clear it up to obtain a mortgage. I did this on the advise of Sandy a supervisor in their collections department. She assured me they could substantiate this, but never did. After receipt of this payment Cox admitted misappropriating funds and has yet to correct it despite multiple hours of telephone calls with various supervisors as well as assurances that this has been corrected. I contacted Cox via email and was given 3 different amounts owed none of which could be substantiated I was also assured by two different supervisors on 11/18 that the payment I made on 11/30 would clear this issue up once and for all and was "a perfect storm" of problems on their part. [redacted] the third supervisor I spoke with took my payment over the phone and even agreed to lower my bill for my troubles. I just received another disconnection notice on 12/13/2013 claiming that I owe a past due balance. In addition to all this Cox severely botched a scheduled installation in November. I was scheduled to have my service shut off at my old address on 11/15 and restarted on 11/16. Cox never showed on 11/16. I called on 11/16 and spoke with [redacted] who informed me that someone went in and "stole a sale" from the representative who scheduled my install causing my service scheduled to get delayed. I have confirmation emails which support this. After speaking with several supervisors on 11/18 this was resolved but only after not having internet for 3 days which caused a financial loss. Cox's customer service can only be described as disastrous. Both issues have resulted in me spending several hours on the phone and resulted in monetary losses to myself in the form of time and lost productivity.Desired Settlement: I respectfully request Cox make good on their promise and substantiate this billing once and for all. Further I request my account be credited for overpayment and have my good credit internal to Cox communication be restored. Finally I would request someone from the executive team at Cox call me so they can hear my concerns to ensure this NEVER happens to another customer. I am happy with Cox's final product, always pay on time and wish to continue a relationship with this company. Their Custom

Business

Response:

January 8, 2014

Complaint ID# [redacted]

We would like to thank the

customer for contacting our company via the [redacted] regarding

his account billing concerns. We regret

the customer was confused regarding the outstanding balances and hope that the

information provided in this response will address the customer’s concerns.

On May 20th 2008,

the customer contacted our company to discontinue the cable services on his

account. He kept his High Speed Internet

services active and billing on a separate statement. On May 22nd of 2008 the customer

returned the digital TV receivers.

Account notes from June 26th 2008 show that the customer

contacted our Care Center regarding a collections statement requesting payment

for the delinquent balance of $226.13.

The customer requested to escalate his concerns to a supervisor where he

was advised that the balance consisted of cable service and telephone charges from

March 26th 2008 thru to May 22nd 2008. The customer is noted as saying that he never

received any statements. On that date

statement reprints were generated and mailed to the customer’s then billing

address on [redacted].

On January 8th

2010 the customer at a new service address, initiated cable television service

in addition to high speed internet billed on separate statements. The customer disconnected cable service and

returned the digital TV receivers on April 12th 2011. However there was an outstanding balance of

$189.69 that was not paid. This balance

was sent to a third party collections agency on June 9th 2011.

On August 14th 2013 we received a payment for the $189.69

outstanding balance it was applied according to the delinquent account. On August 15th we received from

third-party collections agency [redacted] the customer’s payment of $226.13. It was applied in error to the customer’s

active and current account. The customer spoke with an Executive Resolutions

Specialist on September 12th 2013 regarding the misapplied

payment. The representative correctly

applied the payment to the delinquent account satisfying the outstanding

balance.

We regret if there was any confusion regarding the balances owed. The customer had two write-off balances that

have both been satisfied with his payments of $ 226.13 and $189.69. We will mail to the customer’s current

billing address account ledgers for the accounts in question. In consideration for the customer’s

difficulties with his installation and account concerns we have applied a 20%

12 month discount off of the customer’s high speed internet service. We apologize and regret that the customer

disputes these balances and will be happy to provide the records he needs for

his review.

Thank you for your time and

consideration.

Respectfully,

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

Consumer

Response:

[redacted]:

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 business did nothing to address the concerns regarding my installation nor the way I was spoken to by their representatives. I was previously promised a 20% discount for 6 months but that was never followed through on. My request to speak with someone with some authority at Cox has further been ignored. I will review the statements once they arrive as they directly contradict with what I was provided before in writing. I have attached those emails as substantiation. I would request a follow up call or a contact from Cox to review those statements with once they arrive. I appreciate the gesture of 20%. but given what they've put me through it is insulting. I respectfully request reimbursement for the previous accounts which I paid for from Cox as I am fully disputing their validity and they have not provided substantiation other than this letter. I am further feel Cox as a responsible business should be owning and apologizing for what they have done to me. Their customer service even dealing with the [redacted] has been slow and not meeting my expectations despite me clearly laying them out in this case. Please request that Cox answer this within 5 business days and I only ask they do not make me wait for another month.

Regards,

Business

Response:

Re: Cox Communication Former Accounts # [redacted] and [redacted]

Review: I've been with cox for 8 plus years. I called the sales department and told them I couldn't afford 223 a month that I only wanted the guest speed internet. The sales lady kept insisting on giving me basic cable and a phone line and internet for 172 which I declined and had to argue with the lady to give me what I called and wanted. I have paid 170 for digital cable before and I just needed a smaller bill. So after a 45 minute argument of rudeness the lady finally decided she would give me basic cable and my internet for 70 dollars because I asked for a manager and she refused to put one on the phone. Now I come to pay my normal 72 dollar bill and I owe 172 this month and showing 200 for November. I'm curious. Not only did I have to argue to get the service I called to get I also got the service she was trying to pin on me. Why don't these customer service reps understand no I can not afford it right now. I've been with cox for either 8 to 10 years and I'm seriously thinking of never doing business again. My canler boxes where returned. I'm just so so so so so furiousDesired Settlement: I want my bill to reflect the 70ish dollar bill for this month and going forward. I want the service I asked for without hearing any lip or I'll take my business else where immediately

Review: [redacted]I would like to start by saying that I’m writing this complaint in good faith, in order to correct a problem with a collection account that has a balance of $0.00 that continuous to appear on my credit report. I did not arrive at this avenue without first exhausting all other resources and was left no other recourse. In the past six months, I have been in contact with multiple agents of Cox Communication each assuring me that that the proper corrections have been made, and each month the same collection appears on the report. On December 1, 2015 I once again called Cox and spoke with an agent in which she had said “ Just call the company [redacted] and give them your account number and they will see the same information as our computer system, and they will be able to make the right corrections.” I contacted the formentioned company, and as I suspected that indeed was NOT the case. I spoke to the agent of [redacted]o discuss the open collection in the amount of $121.00. [redacted] told me that Cox was incorrect and they could not see that the amount balance was $0.00. [redacted] told me that Cox needed to fax [redacted] a document that showed the $0.00 balance to clear it off their end. I then again called Cox and spoke with Cory (ID# [redacted] and explained to him the LOOP I am stuck in and that by myself I can not fix. Cory then placed me on hold and consulted his manager. Once he felt he had the correct facts told me to contact a different company I had never heard of. I then explained that is not the company in question, therefore; your information is wrong. There is not a way for the formentioned company to resolve this issue with without Cox. I asked the agent for a fax number, an email address, or physical location welocation we could meet in order to resolve this issue, in which he informed me there was not. The only location for direct support is their retail store, and that would be back to square one. This process has resulted in hours of lost time.Desired Settlement: Correction to my credit report that will show paid, a $0.00 balance and removed from my credit report. I also want Progressive Financial Service account to show a $0.00 balance. Cox Communication should be accountable for their billing/collections practices.

Business

Response:

Revdex.com Case # [redacted]

We sincerely regret any inconvenience that our customer has experienced with our company.We have attempted to directly contact the customer by telephone and e-mail at the contact information provided. Once we are able to verify the account, we can address their concerns and provide a successful resolution.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: COMPLAINT TO ARIZONA ATTORNEY GENERAL’S OFFICE OF CONSUMER PROTECTION FOR DOUBLE BILLING BY COX COMMUNICATION

7/27/2015

Previous bill for cable service was due on 6/7/15. I mailed it, along with another bill for [redacted] Electric Power, from the post office at [redacted] on 7/6/15. The check to TEP was cashed on 7/8/15, but I noticed that the COX check had not been cashed. On Monday, 7/13/15, I went into the local COX store at [redacted] and spoke to a representative about the payment. He claimed that COX had still not received the check. I explained that the other check mailed on the same day from the same location arrived without problems, and suggested that COX had delayed or lost the check. He told me not to worry, that no late charges would be added for at least 21 days. Two days later, on 7/15/15, I called the COX billing office to see if the check had arrived. They claimed it had not. I then gave them my checking account and routing number so that they could make the payment immediately, and I told them to use the same draft #, 261, as the check I had mailed so that if the check eventually arrived they would not cash it. Two days later, on 7/17/15, I saw that both the ACH and the check had been cashed. I immediately called COX, and the recorded information said that I had a balance of $0 rather than a credit of $34.99 for the double payment. I asked to speak to a customer service supervisor, and was eventually transferred to on who not only refused to credit my account for the double payment, but threatened to charge me late fees, something the representative I had spoken with on 7/13/15 assured me would not happen for 21 days. After repeated calls to COX, no one would issue a credit to my account but insisted my balance was $0. Last week, on 7/24, I received a bill from COX indicating a balance due of $77.98 for two months unpaid bills and an $8 late fee. The date on which COX cashed the check and the ACH was 7/16/15.Desired Settlement: I demand that COX immediately correct the errors in my account by: 1) issuing a credit of $34.99 to be applied to next month's bill when it is due on 8/7/15; 2) immediately remove any late fees due to their own delays in cashing the mailed payment, for which they have an envelope postmarked 7/6/15; and 3) issue a formal letter of apology from the VP for Customer Service for the actions of their Billing and Customer Service Departments.

Review: I have been a customer with Cox for over 10 years and have never had a late payment. Last year we were never notified of the price lock expiring and they raised our rates. They said they could not compensate us because we never responded, even though we were never informed. The lack of customer service last year forced me to turn my cable business elsewhere. I stayed with Cox Communications for our internet and phone service. Our phone and internet service went back to full price and we were tired of having solicitors call us, so we decided to cancel our phone and leave our internet with Cox. I called on August 8, 2013 and explained that I was tired of paying for a phone that I wasn't using and deleting messages from solicitors. The Cox customer service rep explained that if 911 was needed that it would take them longer to arrive at our house and that we should consider keeping our phone. I explained our situation and the customer representative proceeded to cancel our phone. She never mentioned to me that we were under a 2 year contract (I never signed anything). I got a bill for an early termination fee which was never discussed with me and I still have one of their services so why am I being charged a termination fee when I still have their service.Desired Settlement: I want the termination fee ($100.00) refunded to me as I still have one of their services.

Business

Response:

We were sorry to hear of the billing confusion that our long-time customer is going through with our company. We sincerely apologize for the inconvenience the subscriber experienced with our company. Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account. Our records confirm that on June 25, 2012, the customer accepted the Price Lock Guarantee, (PLG.) This agreement was put in place for 24 months; ending on June 24, 2014. Because the services were cancelled before the end of the agreement term, the Early Termination Fee (ETF) of $80.38, charged on August 8 of this year is valid. We are sorry we weren’t able to provide the Revdex.com with the answer that the customer had hoped to hear. Without support for an error on our part, the ETF charge is a valid and customary charge for ending an agreement before term. [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 am not satisfied with the response from Cox. My bill states that $100.00 was the early termination fee and in the response they are stating that $80.38 was for the early termination fee............Their company is having an issue with information.Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account. Our records confirm that on June 25, 2012, the customer accepted the Price Lock Guarantee, (PLG.) This agreement was put in place for 24 months; ending on June 24, 2014. Because the services were cancelled before the end of the agreement term, the Early Termination Fee (ETF) of $80.38, charged on August 8 of this year is valid. Regards,[redacted]

Business

Response:

We apologize for the confusion on our original reply. Further review of the customer’s ledger confirms $80.38 was the Early Termination Fee (ETF) charged to the Internet portion of the bill; and $21.78 was the ETF charged to the telephone portion part of the statement. We apologize for not providing the detail of both ETF’s on our first response. As we stated o our original response, because the services were cancelled before the duration of the agreement, the ETF fees are valid. Thank you for the opportunity to provide further information on the customer’s billing concerns. [redacted]/Cox Communications Executive Offices/ Arizona

Review: In the past 2 weeks the internet service from Cox was very, very slow. I am working from home and rely in the internet to complete my work and this caused serious performance issues. I am paying for a service that I am not receiving. I should be credited for the lack of service and lost productivity in the past 2 weeks.Desired Settlement: I would like for Cox to provide the service promised and to credit me for the lack of service and lost productivity in the past 2 weeks.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by their internet concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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

I do not consider the issue resolved at all. Yes, Cox Communication contacted us and showed us that the internet is working at the time of the call, however that was not what we disputed. We disputed the loss of service for 2 weeks. The company has done nothing to resolve that problem. The company was unapologetic and took no responsibility for the sub par service.

Regards,

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