Cox Communications, Inc.

Review: I have had numerous problems with Cox over the past 13 months, mostly involving them lying to me and not following through on agreements we had.

This started in early August of 2013, I was having service issues and spoke with a Cox rep named [redacted], I decided to cancel my service and asked her what day I was paid through. She told me I was paid through August 17. We agreed to cancel my service on that date and she assured me I would receive no further charges from Cox. Cox did cancel my service that day, but then charged me again that month via the autopay I had set up with them, the full amount of my bill, $143.89. I called and spoke with another rep at Cox. He stated he would check with [redacted] and refund these charges if she confirmed what she said. He also offered me a new package, they would provide internet service to me for the price of $34.99 for 3 months, which would then go up to $55.99. He also agreed to give me non digital cable for free, as long as I kept my internet service through them. I confirmed with him that this would include all non digital channels from 2-99. He said my surepay information was still in the system and asked if I wanted to continue making payments that way, I advised I did. and he told me he reinstated my surepay and my payments would continue to be made. He again advised I would get a refund he would check with [redacted] to clarify what she had told me and if she did tell me I would have no further charges, I would get a refund. As he promised, Cox turned my internet and my TV, channels 2-99, on, but they also charged me a $60 reconnect fee, which I was never advised I would have to pay.

Two months later Cox shut off my cable/internet. I called to find out why, and I was told it was for non payment. I explained I was told by the previous rep that I would be back on surepay, but that was not the case. I also stated that I never heard back about the refund that pended contact with [redacted], the rep I spoke with told me that he did see the previous rep put a note in for someone to follow up with [redacted], but it was never done. I was told that they could take a payment over the phone and due to the confusion I would not be charged, so I agreed to do so.

I received a call back from [redacted], she advised me that she remembered the conversation and that I was correct, she told me I would receive no further charges, so she would go ahead and put in a refund for me. Then a couple days later I spoke with a rep named [redacted], his badge # is [redacted]. He told me that the refund was revoked because I still received service, even though I was told by a Cox rep I would. I protested and he said he would review with management, he did so and called back and advised they would honor the refund, they would also refund any late fees, the phone payment charge and I would not be charged for a reconnect. My service was reconnected, again the internet and all cable channels, 2-99, but I only received a credit for $97.94 and was charged $143.89 in error back in August. I was also charged 3 $8 late fees and another $20 reactivation fee and the $10 payment assistance fee, all of which I was promised would be credited back to me.

On September 9, my cable was changed, so I was now only receiving channels 2-23, which is actually only 17 channels now, as over the past few years Cox has moved channels 2, 4, 14 & 18 to higher channels and 23 has a lot of static. I called and after a very long wait, I was connected to a man who said there were notes on my file that he was not allowed to discuss with me. I asked for a supervisor and I was put on hold for another 15 minutes, the same person came back and told me his supervisor was on another line and would call back in 10-15 minutes. I never got a call back, so I called the next night. The rep I spoke to told me that if I wanted to continue with internet and cable channels 2-99, it would not cost me $103 a month. I asked why they are going back on their deal with me, he said he couldn't answer that, so I again asked for a supervisor. The woman I spoke with tole me that the rep who offered me the free cable, as long as I kept my internet service through Cox did not have the authority to offer that deal to me and has since been terminated. She told me that if I wanted the additional channels back, it would cost me $120/month. I advised her the previous rep told me $103, she said she could do $103. I explained to her that I am on disability and can't afford that much. I also told her I felt that Cox should stick by the deal that I made with a representative of Cox, who had the apparent authority to make that deal and they had honored for the past several months. She again refused and stated she would not reinstate my channels without increasing my bill to $103/month.

This weekend I received an email from Cox, stating my bill was ready. I checked the bill and see that Cox charged me $103.46, increasing my rate, even thought they never turned the additional channels back on. Cox no longer sends a monthly bill through mail, you have no choice, but to look at the bill on line, even though I get a letter from Cox EVERY week, which says "important customer information", but is really just an add for other services they offer. I think it is ridiculous they can send a letter advertising services every month, but can't send you a bill. When I looked I also saw that Cox had started charging me for TV back on August 21, 2014, before I had even spoke with them! They also raised the cost of my internet from $55.99 to $62.99.Desired Settlement: I feel Cox should live up to the agreement their representative made with me to keep providing non digital channels 2-99, as long as I keep my internet service with them. It is not my fault that they do not properly train and monitor their employees. If an employee offered an invalid deal, they should have had the proper auditing in place to catch that at the time. My account had been reviewed by numerous representatives since that time without issue. Now they have been charging me for additional services for over a month, which they have not been providing, so basically they are stealing money from me at this point. Please help me rectify this situation.

Business

Response:

We were sorry to hear of the longtime confusion that the customer has experienced with his billing. As a service oriented company, we know that our success is largely dependent upon the satisfaction of our clients. We sincerely regret the inconvenience that the customer has experienced.

Due to the large amount of detail and the extended time frame covered in the complaint from the customer, we attempted to reach him directly regarding his billing concerns. A detailed message was left for the subscriber; and we asked him to contact us at his convenience.

In regards to the billing quotes and agreements that the customer brought up to the Revdex.com, the customer states that in August of 2013 he was offered a promotion that would give him the Expanded Cable (free) at Starter package rates. Our records indicate that in September of 2014 our Customer Service Team advised the subscriber that we did have not offered a promotion that would provide the customer with free Expanded cable services. This information was confirmed by our Marketing Team.

Further review of the account indicates that the customer *currently subscribes to Expanded Cable and Preferred Internet Service, and is paying $99.82 per month, due to a promotional discount. The normal rate for these services is currently approximately $130.00 per month. We want to point out that the customer is not locked into a contract, and can change his level of service to meet his needs and budget, without consequences.

Review of last year’s billing history indicates that both of the late fees that were charged to the customer in October and November were removed from his bill. The subscriber’s billing history also indicates that he has always been on printed/mailed billing statements.

We hope this information has been helpful to the Revdex.com. It is our hope that we will hear back from the customer and will be given the opportunity to address all of his concerns.

[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.

Cox has made no real attempt to resolve my situation. In her response, [redacted] states:

Due to the large amount of detail and the extended time frame covered in the complaint from the customer, we attempted to reach him directly regarding his billing concerns. A detailed message was left for the subscriber; and we asked him to contact us at his convenience.

I received a voice mail from [redacted] last week. I called her back on Thursday and left a voice mail. I have continued to attempt to reach and had left her a voice mail for 6 consecutive days and she had not responded to any of my calls until this morning. she said she had to further research into my situation and nothing was resolved.

She then goes on to state:

the customer states that in August of 2013 he was offered a promotion that would give him the Expanded Cable (free) at Starter package rates. Our records indicate that in September of 2014 our Customer Service Team advised the subscriber that we did have not offered a promotion that would provide the customer with free Expanded cable services. This information was confirmed by our Marketing Team.

What I was told was that I would get channels 2-99, excluding digital channels as long as I kept my internet through Cox. At the time, my Cox service had been shut off, but after this agreement was made, my internet and channels 2-99 were turned back on. When my service was disconnected in November, due to Cox billing errors, my full service was returned again. If this was not the case, why was I not charged for TV service until August? My bills all indicated I was receiving cable service for zero charge. and why did they turn on channels 2-99 when they reconnected my service on both occasions? If there marketing department did not have such a program, why was a receiving my cable for a zero charge on each bill and why was I not informed when charges began.

She then states:

Further review of the account indicates that the customer *currently subscribes to Expanded Cable and Preferred Internet Service, and is paying $99.82 per month, due to a promotional discount.

Now if I was actually receiving expanded cable service, that would be one thing, but Cox shut my expanded cable off on September 8, then started charging me for expanded service without ever turning the expanded service back on, so basically they have been stealing money from me since that time. I have explained this several times, but it has been well over a month now and the problem has still not been corrected! [redacted] said she was going to have someone check to see if this was the case and would call me later today, but that is not the case.

She says late fees were reimbursed, but the reconnect fee was not reimbursed. None of this was broken out on my bill, but [redacted] acknowledged that the reconnect fee would be reimbursed to me.

I have not received paper statements for the last several months. A few months back I received a letter from Cox stating.

At this point, I am still very unhappy. Cox has now been charging me for expanded service for 7 weeks, while not providing service to me, so they have basically been stealing money from me.

Regards,

Business

Response:

In the customer’s original complaint to the Revdex.com, he stated that in August 2013 he was advised by our agent that he would receive the non-digital cable free for as long as he subscribed to our Internet service. We advised the customer via telephone that we do not have a current offer that would guarantee a subscriber to receive free Starter or Expanded service with a data subscription. Our records do confirm that the customer was given a 12 month promotion from August 21, 2013, through August 21, 2014, which gave the customer Starter cable service without a charge for one year.

On September 9, 2014, the customer reported to our Technical Support group that he was not receiving the Expanded Cable channels, which are a step up from the Starter Cable level. Our Technical Support Team discovered that the customer was previously receiving the Expanded Level of cable service, without charge. After speaking to the subscriber and completing further investigation on our end, we confirmed that the incorrect trap/filter was installed at the cable pedestal on August 21, 2013, which allowed the client access to cable channels that he did not subscribe to or pay for. We advised the customer that we would no longer provide the higher level of service to him, without a monthly fee. Our Mesa Field Leadership Team verified that the customer has been paying for the Expanded cable since September 23 of this year, but was not receiving that level of service. The correction has been made to the outside line, and we have applied a credit to the customer’s account for the overcharge.

Our records also confirm that the customer also had a temporary campaign granting him Preferred Internet service at a $34.99 rate from August 23, 2013, through November 23, 2013. The $60.00 in connection fees that were charged to the customer on August 21, 2013, was waived as a courtesy to the customer.

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

[redacted]/ Cox Communications Executive Offices/ Arizona

Review: I have tried to reach Cox Communications after being called to call them back and on 3 occasions I left messages that I had called back and to call me back. On all 3 occasions, we did not connect. Today, June 22, I called at 9AM and stayed on the line to await a representative response but after one hour, I had to go to leave for an appointment. When I returned home, there was a message to call back. I called back at 3:45 PM and am still waiting for a representative listing to piano music while waiting. It is now 4:15 PM.

I am still trying to clarify an issue of billing from a promotional plan with Cox. I would like to know what they have found and where I can find it in my Cox account. I do not have any information by postal service or e-mail or on my account regarding any promotional plan. I was told I could discontinue the service or take it to our new address. That apparently is incorrect and Cox is attempting to unbundle my account and collect payment from the senior living residence which we are moving to. for Cable TV and also charge me for it--it is double dipping!

We ask for an appointment to settle this issue in an amicable and fair manner. I am still waiting for a representative to pick up the phone. The office closes at 5PM.

It is now 4:24 PM.Desired Settlement: That we are able to select the Cox services we need without penalty or double dipping.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we were able to speak with them regarding the issues at hand on 6/23/15. During our discussion with our customer, we explained that we were able to determine that due to transferring services to a location that is provided complementary cable services, our customer is going to lose the three product promotional discount they were set to receive until December of this year. Although three product discounts are not eligible for accounts receiving complementary service, we were able to locate two single product discounts that will provide our customer with a new 12 month discount that will provide them with a lower monthly rate than the one they had been receiving prior to their service transfer request. Our customer advised us that they were satisfied with the new monthly rate that these promotional discounts would provide them. In addition, our customer advised us they were not aware they were in a contractual agreement with Cox and as a courtesy we have advised them that should they opt to exit their contract prior to the December 2016 expiration date, we will allow them to do so without the penalty of an early termination fee. We are confident at this point that all of the issues our customer brought forward via 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. Thank you. [redacted]Executive ResolutionsCox Communications

Review: After 18 years of horrible customer service and rate increases I cancelled my home phone, internet and TV service with Cox effective June 10, 2015. When I received my final bill it included an absurd charge for $79.99 "early termination fee". I thought this was an error and called Cox, I was told that was correct-l owe $79.99 for an early termination fee. How could I possibly be terminating early when I was a customer for 18 YEARS? The girl explained something about a new contract that was effective in February 2014. I explained I didn't sign up for a new contract in February 2014. She told me that I agreed to the contract by paying my February 2014 bill. This was absolutely ridiculous and I asked to speak with a supervisor. I was then placed on hold for 45 minutes, no supervisor ever picked up nor did anyone ever call me back.Desired Settlement: I am enclosing a check for $15.92 which I believe pays my account off in full. I think it is totally unfair to try and cheat people-especially to someone who was a customer for 18 years!Shame on you Cox for your unscrupulous charges.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) 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. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Review: I have always had my account set up for Auto Pay! Cox pushes it's customers into this form of payment which typically works out the best for me because I have many bills to pay monthly. The problem with Cox and their auto pay system appears to be set up to make money off the customer without the consumer even noticing. When you call in to change your credit card the system they use with Cox does not kick in the new Card number for 30 days which causes the customer to show up as past due delinquent, even though the customer has done everthing they are responsible to due and the funds are available. I was never contacted or instructed by the phone representatives that I would be past due on my payment the next billing date, as a matter of fact I was encouraged not to pay over the phone at that time for the current bill or I would be penilized and charged a fee of $10.00. The reps instruct you simply to wait for the new card to kick in and they will notate the account and the funds would all be taken out on the next months billing statement. We'll much to my suprise when I called to add home security service I was declined the discount because my account of 4 years reflected late payments due to this auto pay system and when I look back on my account I see the late fee's added, which I never noticed before. The bills are very hard to understand, you need an attorney to figure them out. When I called to explain this to the billing customer service gentleman today he was very rude and said I need to understand the importance of paying my bills ontime and that the autopay system is set up the way it is but it's not Cox's fault it takes 30 business days for the new card to activate which I find obsurd. Some responsability has to fall on the company when the consumer is paying ontime regardless of their system failure to activate the new card that day. I was never offered the chance to pay my account with the representative who assisted me with changing the card number unless I payed a fee. This practice seems unethical and I would like my late fees reversed and my account to reflect current with NO late payments.

Sincerely,

[redacted]Desired Settlement: I would like my account with Cox to reflect NO outstanding late fee's and Cox should change the policy on Auto Pay customers or / offer the payment, at the time of the card number change, to be free of charge. I have overdraft protection set up on my cards and should never be charged late fees or reflect delinquent in anyway. I take my credit very seriously and Cox does not seem to care about their customers in regards to this situation. When you call in to change your card number the customer service reps never explain that you will be delinquent or offer a way around the penalty fee for changing the card number.

Sincerely,

Business

Response:

August 16, 2013

Review: I have two Cox Communications accounts at two separate homes. Cox mixed up the services and has charged me for years on svs that I never used.

The problem goes back years since about 2012 when they acknowledge they mixed up the accounts but, now wont correct by refunding me the amounts. They overcharged me by $24.00 per month for the last ten years or so. I get billed via email and didn't open up my bill for details..just paid the amount. I spoke to them today and they acknowledge mixing the accounts, never getting authorization to provide the service and charging me. They won't refund except for the past 60 days and are applying to my account. This was their acknowledged error and blame me for not bringing it to their attention.Desired Settlement: I want a reasonable refund and their acknowledgement that I never authorized the service.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her account billing. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.Upon receiving this complaint, we were able to make contact with our customer on 6/9/15. When speaking to our customer, we did explain that our department had already spoken to her on 6/2/15 regarding the same concerns and we were under the understanding that we were able to come to a resolution. Our customer then advised us she would like to withdraw her complaint as our previous explanation from 6/2/15 was a satisfactory 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. 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.

T was told that Cox Communications has a policy NOT to refund beyond 60 days even though the service that was provided (TV) was NEVER requested, approved nor used by me or my household. Cox will not accommodate my request to credit or refund for the timeline I overpaid on my account because they have a policy they strictly adhere to. I told [redacted] the rep. to provide proof that I requested or approved this service and records will show I never used. I told him this was an unethical practice and decision. He will not mediate nor budge.

Regards,

Business

Response:

I wanted to touch base with you as this rebuttal is now the third time this customer has disputed our findings. I worked with her directly on 6/2 from a Corporate Care complaints, and again on 6/9 to readdress the concerns. Ms. [redacted] is asking for us to provide multiple years of credit for her cable services which she insists she never ordered. However, I spoke with her in great detail regarding her account on 6/2 and reinforced my findings on 6/9. For the security of our customer’s account I cannot go into direct account specifics, but her and I went over the date it was ordered, calls regarding the service, and a distinct lack of calls at any point over the disputed timeframe where the customer made an attempt to disconnect the service prior to this dispute. I made it clear that we absolutely understand her concerns, but the fact remains that every 30 days we provide her with a monthly billing statement outlining exactly what she is being billed for and we encourage our customers to review their bill each month and contact us if there is a billing concern. Ms. [redacted] did admit to me that while she looks at the total balance owed each month, she does not review her detailed monthly billing statement. This was also echoed in her original Revdex.com complaint as well. She also advised me, “I realize I do not have a leg to stand on” in this dispute but insists we credit her for multiple years of cable service which we have no account evidence to support her request. Despite the lack of evidence to support her request for credit, I had no issues offering to provide two months of credit for the cable service which she gladly accepted when I spoke with her on 6/2. Unfortunately, it appears she will continue to dispute this until she is provided with the years of credit she is requesting. At this time we feel we have been incredibly fair to our customer and feel that this rebuttal does not have grounds for a continued dispute. Any assistance with helping us move forward with this is appreciated. Thanks. [redacted]Executive Resolution SpecialistSWR Executive Escalations

Review: Cox Communications has both provided misleading information in regards to their billing services and has auto-billed without authorization for numerous dates and miscellaneous charges:

1. Over-Charged for Installation, (February, 2014):

I had a coupon for free internet and Cable installation. This was acknowledged by an account representative I spoke with and notated on the account and then confirmed by the service specialist who did the installation on-site. I was charged an extra $60 on my first bill for the installation and had to spend an hour on the phone with two representatives and one billing supervisor to have the extra charges refunded.

2. 'EZ Pay Auto-Pay' Charged Before Time Advised -- Double Payment Charged, (March, 2014):

The Cox business representative I signed up with informed me that EZ pay (Auto-Pay wouldn't kick in till after the next billing statement) and that I needed to make the first payment manually. (This misleading information is also used online in their support documentation.) I did as I was advised and then the EZ Pay did work before it was supposed to so, resulting in a double-charge. When I asked Cox to refund the second charge they said it would be put towards my April balance. I told them I could not afford to pay ahead and they were not authorized to double charge, they pushed back saying it would take 2 business weeks to issue a refund via check. I ended up having to have my bank dispute and remove the duplicate charge.

3. Cox Auto Ez Pay Failed Resulting in Late Charges and Double Billing (May 2014):

Cox's EZ Auto Pay apparently failed in April. They claimed I received an email notification, one I couldn't find. No one called to let me know. Instead they re-billed at the time of my May billing and took the liberty of adding on a hefty late and re-billing fee. This is absurd since the $ was in my account this was clearly an issue of their automated payment service. I spent an hour on the phone and spoke with three supervisors before getting the late fee and re-billing fee 'credited' not removed. (So if I change provider's I will never see that money again.) I asked them to make some offer to accommodate me after the terrible experience that has been effecting my monthly budget for months now -- a free month of cable, a discount, anything. I was given a feeling-less apology and told their is nothing they can do because of my bundle package.Desired Settlement: I would like for Cox to do the following:

1) Credit my account for a free month after all of the hassle I've been through if they do not want me to switch to another provider and continue sharing my experience online.

2) Update their support information internal and external on EZ AutoPay so they do not double-bill other customers in the future.

3) Cox should offer a complete breakdown of each billing statement online -- it's very misleading to just show the total with whatever fees they've decided to tack on after the contracted monthly rate.

Business

Response:

May 30, 2014

Review: I have Cox High Speed internet service(Ultimate) from 2007. Every month

$89.99 is deducted towards the Ultimate service, but I received only

Regular Service at 20 Mbps service. This is due to the modem docsis 2.0 that cox provided.

I called they customer service several times, but could not fix the issue.

I was never told that the modem does not support high speed that I

subscribed for. Later in Nov,2013 I changed the modem based on one of the Support representative's advice.

This means, for the last seven years, I have been paying for the Ultimate service, but just revceiving regular service.

I called customer service representative [redacted] on 27 Nov 2013).

She said that she could refund $350, but I did not accept.

She promised that an inquiry will be ordered and her supervisor will contact me in a week,

but no one called me to resolve the issue.

I called customer service again and spoke to [redacted] affdepus on 4th Dec,2013.

Once again I had to stay on line for couple of hours and finally told me that her

supervisor, Mr [redacted] will call me in couple of weeks and will arrange for the refund.

But, once again, I did not receive any call till date.

I later called several times, but did not get any response.Desired Settlement: I request you to arrange for the refund of the amount that was collected in excess, for the service that was not provided

Business

Response:

It is always the goal of Cox Communications to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding the billing of his service.

We reviewed the account and found the customer upgraded to Ultimate Internet service on Feb 1, 2012. The modem in use at the time would support the service subscribed to prior to the change. The modem was upgraded on November 27, 2013.

We adjusted the billing and discussed the adjustments with the customer.

We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for any inconvenience that he feels we have caused him.

Sincerely,

[redacted] / Office of the General Manager / Cox Communications Executive Offices / Arizona

Review: I placed a phone order for internet and cable tv service in January 2014 at [redacted]. I was never informed that the contract was for two years. When I turned in my modem and other equipment after 3 months, they charged me a $186.39 termination fee.Desired Settlement: I want the termination fee to be voided.

Business

Response:

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

May 6, 2014

We would like to thank the consumer for taking the time to file his concerns regarding the Early Termination Fee (ETF) he was charged on his former Cox account. Please let me begin with an apology for challenges that he has had in resolving this issue with Cox. We certainly do not want to see our customers experience any frustration while working with us to resolve a problem.

The customer contacted Cox by phone on January 10, 2014 and signed up for the Cox 24-month Price Lock Guarantee. The Price Lock Guarantee (“PLG”) locked the customer’s rate for specific Price Lock services at no higher than the non-discounted retail rate in effect on January 10, 2014 for the duration of his 24-month contract term.

Prior to adding a Price Lock to a customer’s account, Cox representatives read a mandatory script explaining which services are price locked, the term of the price lock contract, the amount of the early termination fee (ETF), and how to opt out or cancel the contract within 30 days, without incurring an early termination charge. The Cox representative informs the customer that a copy of the PLG contract is available online 24/7 at www.[redacted].com and will also be included in the customer’s next billing statement. The customer is required to confirm their acceptance of these terms and conditions prior to being enrolled in a Price Lock offer. The customer did receive a copy of the Price Lock contract with his January 12, 2014 billing statement.

We apologize if there was a miscommunication regarding this offer. If the customer should return to the valley next year, we ask that the he carefully review his billing statement for the information provided so that he can contest the PLG within the 30 day dispute timeframe. We understand that the customer was only staying in the Phoenix area for the winter months and returning back to his home in Minnesota for the summer. Due to the misunderstanding, Cox releases the customer from the terms and conditions of the aforementioned agreement including the ETF. A credit has been placed on his account for the ETF in the amount of $215.62.

The customer has a credit balance on his account in the amount of $29.23 and a refund check will be mailed to his summer home in four to six weeks. We are sorry for the inconvenience this has caused our customer. We hope to regain his confidence in our organization. If he should require further assistance, he may contact our Customer Care Center toll-free at ###-###-####. Thank you.

Executive Resolutions Specialist

Office of the General Manager

Review: I made a payment arrangement with cox. The card I made it with was cancelled without me know so the payment was not accepted but, the same day the payment was due I used a new card and payed the amount I promised. They shut my service off and refuse to turn it on even though I paid the amount on the day I said I would.Desired Settlement: Restore service

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their recent payment arrangement. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns with their account, we did attempt to reach them at the telephone number they provided to us ([redacted]) on 3/22/16 and 3/25/16 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. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. George Executive Resolutions Cox Communications

Review: You have turned me over to a collections company called Integrity Solution Service. No idea who they are but under the company they have stated that Cox Communications turned me over on October 17th once for $230.00 and once for $790.00. There is no account number for either and I have a receipt from Cox that my equipment was returned and I have not had Cox Service after switching to Direct TV about a year ago. I was this two accounts removed from my credit report immediately since they are false accounts and I have nothing to do with Cox nor do any business with them.Desired Settlement: Remove these two accounts off my credit report.

Agency?

Original Creditor

Open Date

Status

Balance

? INTEGRITY SOLUTION SERVICES

COX COMMUNICATIONS

Oct 17, 2014

Open

$230

Account Details

Last Reported ?

Mar 05, 2016

Collection Agency ?

INTEGRITY SOLUTION SERVICES

Original Creditor ?

COX COMMUNICATIONS

Status ?

Open

Opened Date ?

Oct 17, 2014

Closed Date ?

--

Responsibility ?

Individual Account.

Balance ?

$230

High Balance ?

$230

Remarks ?

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? INTEGRITY SOLUTION SERVICES

COX COMMUNICATIONS EQUIPMENT

Oct 17, 2014

Open

$719

Account Details

Last Reported ?

Mar 05, 2016

Collection Agency ?

INTEGRITY SOLUTION SERVICES

Original Creditor ?

COX COMMUNICATIONS EQUIPMENT

Status ?

Open

Opened Date ?

Oct 17, 2014

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding the balances owed for their former Cox account. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customer any frustrations. Upon receipt of this complaint, we were able to review the account in question with our Collections Department to gain a better understanding of the remarks being reported to our customer’s credit. After this research was completed, we do see that two amounts were submitted to collections, one for $229.59, and one for $719.00. Our research found the $719.00 remark was due to unreturned equipment charges for a cable receiver and modem that had not been received by our customer at the time it was reported to the credit bureaus. However, we do see the equipment has since been returned to us as of 3/09/16. With this in mind, our Collections Department has submitted a request to the appropriate credit bureaus to have this remark removed. Generally this process can take up to 30 days to be reflected on a credit report. In addition, our research also found the remark for the unpaid balance of $229.59 to be valid. Review of the account, payment history, and billing statements for the account in question found this balance of $229.59 to be for service rendered from 7/20/14 to 9/08/14 that we did not receive payment for. In order to have this remark updated on our customer’s credit report, they will need to pay this balance in full. Payments may be made by contacting our Care Center at [redacted]. Thank You. George S. Executive Resolutions Cox Communications

Consumer

Response:

I want to thank you for removing the one remark off my credit report however the second one that you said is legit for the $200.00 I am still having trouble with. I have contacted the number you gave me and they say I do not have an account with a balance when they look up my name or have me give them my phone number. When I went to the Cox store I get the same answer that they have no idea what account I am talking about. How do I pay for a bill you say I have but no one seems to be able to find it. Please help. ThanksArketih

Business

Response:

We appreciate our customer taking the time to voice their additional concerns regarding this complaint. We are happy to assist and welcome the opportunity to resolve this situation with them. Upon receipt of this complaint, we were able to make a call to the contact number provided in this complaint and spoke with a party who opted to make the payment on behalf our customer Arkeith B[redacted]. Although we were unable to discuss any account specifics with the party we spoke to, they provided us with the exact amount needing to be paid to clear the balance for the account in question. Generally, once a write-off balance has been paid, it is updated with the credit bureaus within 30-60 days. 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 623-594-1000. Thank You. George S. Executive Resolutions Cox Communications

Review: I allowed Cox to install a new router and modem to reduce my monthly payments.

The date your technician installed the new equipment, we could not turn my

computer on. Your technician could not do anything to make it work, and he left.

I called Cox about the problem and they said, that they will send out aq technician

in two or three days.

Two days letter, he came to my home but could not solve the problem. He told me

to take the computer to [redacted], and they could fix it. But they could not.

I called Fox to have someone come to my house to find the troube. He found the

new modem was bad. He called Cox and got permission to installed a different

modem and it solved the problem.

This was ten days later than the original instalation.Desired Settlement: Therefore, I am charging Cox

$20.00 per day that my computer was not in use because of Cox equipment.

Business

Response:

We were very sorry to hear that a former customer experienced problems with his service. Due to the concerns that were brought to your attention, we attempted to contact the customer directly by phone. We were unable to reach the subscriber at the home or business phone on February26, and we were not able to leave a message. We were successful at leaving a message for the customer today; and we await his callback. Once we are able to discuss the concerns in detail, we will work towards a resolution of the service issues and billing issues that he brought up in his complaint to your office. As always, we appreciate the opportunity to assist the customer. [redacted]/Cox Communications Executive Offices/ Arizona

Review: Despite "upgrading" to Premium internet service more than a year ago, I have been receiving less than the Basic, as my box is split with my neighbor.

Although I have been subscribed to and charged the cost for Premier Internet service since February 2014, I have not even been receiving the full Preferred Internet service during this time.

Since moving to my current address in December 2012, when I began my current Cox Internet service, I have had trouble with slow connection speed, with long periods of time having such slow service as to be almost unusable altogether. As a working professional who often works from home, this is unacceptable. To address this problem, I upgraded my service from Preferred to Premier in February 2014 and have been paying for this service for the past nine payment cycles.

Due to continued problems with slow connection and the Internet dropping out (we've had speeds as low as 7 Mbps in the past week alone), my housemate and I called Cox again to have someone come investigate the problem. The representative sent to our home said that, in addition to us having very old equipment, the service between my residence and the residence beside me was on a splitter. My neighbor, with whom my Internet service has been split, is paying for the Preferred Internet service (up to 50 Mbps), which means there is no possible way I have been receiving the Premier service (up to 100 Mbps) for which I have been paying an extra $23.99 per month for the past twelve bills. In addition, the representative seemed skeptical that either of us could even be receiving the 50 Mbps speed as promised in the Preferred package given that our service was split, likely causing the dramatic drops in Internet connection.

After the representative filed his report with Cox, no changes or apologies were made. I contacted Cox via email on November 10, 2014, to tell them what had happened and demanded that my service be corrected. I stated clearly in that correspondence that I would contact the Revdex.com if they did not solve my problem. Three months later, I have still never heard anything back from them.

This unacceptable situation can only occur as a result of severe negligence on the part of Cox Communications and must be rectified immediately.Desired Settlement: 1. The service needs to be repaired immediately (new connection that is NOT split between myself and the neighbor, and with the hardware necessary for the Premier package for which I am paying)

2. I deserve to be refunded or credited the amount that I have paid for the service I have not received ($23.99 x 12 = $287.88) over the past year.

Business

Response:

We apologize that our customer felt the necessity to write to the [redacted] regarding her internet service issues. We involved our technicians to address her concerns. We also contacted her by telephone to verify the issue is resolved and address any additional concerns she may have for a successful resolution.Thank you for your time and consideration.Sincerely, [redacted]/Office of the General Manager / Cox Communications Executive Offices /[redacted]

Review: Cox will not honor a contract under the terms agreed upon.

Background: I have been a residential cox customer for about six months. At first, I ordered internet services with Cox through a promotional offer that was available from my employer, the State of Arizona. The promotional offer was that I pay $34.99 per month for 3-5mpbs of internet service (essential package), the length of the offer was indefinite and I could cancel service at any time.

Situation: on 01/02/2015, I ordered a promotional offer from Cox that promised an upgraded internet package (preferred package) that would increase my bill an additional $5.00 per month for the next six months. I was expecting to pay $39.99 per month for six months, which a Cox representative assured me was the bill. I have a record of the online chat I have had with the representative at the time which support mutual assent. On February 26th, Cox charges me over $52.99 for the monthly service. When I called Cox the same day, they refused to honor the terms agreed upon. I could not afford the $52.99 per month and I did not want to pay it. I requested to remove the preferred package because terms of agreement were not honored.

I have hard copy documentation of the terms of agreement at the time, the promotion itself, and a transcript of the conversation I had with the Cox representative on 01/02/2015.

Account number: [redacted]Desired Settlement: I would like for Cox to honor the contract agreement, adjust the billing to reflect the terms of agreement, and a letter of apology.

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 his attempts to upgrade his internet service at the price quoted. We sincerely regret the inconvenience that he experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We found the offer price was based on regular pricing. The representative did not realize the price presented by our customer was discounted and as a result quoted an incorrect price. We spoke with our customer and worked to a satisfactory resolution and assured him the coaching would be addressed with the representative who provided the incorrect quote.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: Situation: On 12-2015 my bill statement came in and it was 171.00 and was due 12-19-2015 but I thought I'd pay it until I get paid on 01-01-16,thought I'd be ok to pay bill until then. But come to find out on 12-28-15 my services were off, no internet, no cable w/the DVR box, none. I didn't call them to ask, thought I'd still pay on 01-01-16 to get re-connected with them but I didn't pay it for financial reasons. And then I finally called in 01-13-16 and was trying to talk to a Customer Services because when I went on the Automatic system it said my bill was 443.71, I was frustrated so I called Customer Services and she said my past due amount was 171.00 plus current charges apply, I told her but my bill is 132.00 month and yes I do owe the 171.00 but why is it so high(443.71) she said I have to transfer you to the billing acct people, but was on hold for awhile and I just hung up being inpatient. Then on 01-23-16 I came home and my Adopted Son told me that Cox came by and took the equipment and disconnected services when it was shut off on 12-28-15 and they took the wifi modem. That wifi modem I bought with Cox about 3yrs ago, purshased and paid off by me. I then called customer services on 01-25-16 and asked them why did they take my wifi modem, that was mine, she said I still owed on it, she finally found out that the one that I recently purshased with them was returned the on 09-2015 and didn't apolize for taking my wifi modem, then I asked about my bill why it was 443.71. she said that it was a past due amount and wifi modem installment payment(returned on 09-2015) so they were still charging me for that wifi modem and the bill for Jan 2016. I was told no but you guys turned off services on 12-28-15, I had no internet and no DVR cable at that time, look at my internet usage and you'll see that we never used internet from that time to now. But now my bill is 655.72, why.......I had no services since 12-28-2015 to 01-30-2016. and my bill is 655.72. Need resloved.Desired Settlement: I need this resolved, tried of getting the run arounds from COX customer services and them telling me my services weren't off when they were off and my bill jumping from 171.00 to 655.72 since 12-19-2015 last statement to today 01-30-2016, which is a 484.72 added to my bill since 12-19-2015. And COX taking my wifi modem which belonged to me and was paid off 3yrs ago. Was told I was being charged for wifi modem that I returned on 09-2015. Cox is over charging me since 12-19-2015 to 01-30-16, I need this resolved, I'm just tired of calling them and getting transferred to different departments and them telling me they can't help me. I did a disput with them for the bill from 12-28-15 to 01-25-2016 since I had no services with COX at that time, but now my bill jumped to 655.72 so I need COX to resolve this issue. COX just transfer me to different people and they I'm put on hold and I don't know who else to resolve this with since this happened to me twice with COX, being overcharged.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I contacted Cox [redacted] on 2 occasions in the past month. The second was at 7:06pm on 12/8/14. During an 18minute, 4 second phone call I asked the same question I had asked several weeks before because I wanted to be sure the answer was correct: What would my total cost be if I cancelled my cable tv and kept my phone and internet services. I was given the same answer: $79.41/month. The Cox employee took 18 min to carefully look at my package/contract etc and seemingly gave me a credible answer. Based on that information,I signed a 2-year contract with another cable provider. Immediately after installing the new service and verifying that it worked, I called the same Cox number again to cancel my cable tv, and was told the bill would be (approximately) $117/month. I asked to speak to a supervisor, and during a long 48 minute phone call I was initially told that the Cox employees misinformed me, and they would not stand by the price I was told. I stated that internal training issues should be dealt with internally, and Cox should honor the information that their employees tell a customer. The supervisor eventually agreed to honor this price of $79.41 for 6 months, after which my monthly bill would be $117 (approx). I stated that while I appreciated them honoring the quoted price for 6 months, that is not satisfactory for 2 reasons. 1) I was not told that the $79.41 price would only be valid for 6 months; 2) We have been Cox customers with the same services (tv, phone, internet) for over 14 years, and the company has never instituted 6 month contracts with us. As far as I know, our bill has not changed substantially in 14 years unless we instituted a change of services. Therefore, Cox has not set a precedent for 6-month contracts. Informing me that the price I was quoted will only be arbitrarily honored for 6 months is wrong.Desired Settlement: I expect the quoted price of $79.41/month to be honored for at least 2 years. This is the duration of the contract with another carrier that I signed based on the information that I received from Cox.

I also suggested to the supervisor that I spoke to that they review the phone call, not only for internal training purposes, but also because it will verify everything that I stated above.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us ([redacted]) to address these issues but we were unsuccessful. We have left voicemail messages and submitted 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. 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.

There has not yet been contact with Cox. The first phone call I have received was 12/22/14 with a voice mail message on my cell phone ([redacted]) at 1:17pm. I responded with a voice mail message at 1:27pm. I hope this matter will be resolved when contact is made with the company.

Regards,[redacted]

Business

Response:

We regret any inconvenience our customer may have experienced in the timeframe it took for us to make contact with her. We understand these account concerns were of an urgent matter and we apologize for any frustration this delay may have caused. Regarding the concerns presented by Mrs. [redacted] in her complaint, we did perform a full research of her account to gain a better understanding of the issues at hand. When speaking with Mrs. [redacted] on 12/23/14 we apologized for the confusion there may have been pertaining to her monthly rate. We explained to our customer that the monthly rate of $79.41 she was initially quoted was a mistake. This amount consisted of the cost of her Internet and telephone services but also included a monthly bundle discount of $38.40. Regretfully, this bundle discount was no longer valid once the cable services were removed, thus causing the increased monthly rate in comparison to the amount she may have been expecting. We absolutely understand how frustrating this may have been for our customer and as a result we did provide her with a one-time credit of $100.00 for the inconvenience she experienced. Prior to this complaint, a member of our customer loyalty department also provided a six month promotional discount to compensate our customer for the experience as well. We also explained to the customer that since she no longer subscribes to our cable television services, the monthly bundle discount of $38.40 in question was no longer valid and could not be provided for the next 24 months as she requested in her initial complaint. It is our genuine desire to continue a positive relationship with our customer and we appreciate their patience and understanding. 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]Executive ResolutionsCox Communications

Review: Cox scheduled again that a tech come to my house to install cable receiver from 8-10 am on 1/2//2016 , so I can actually start watching cox TV program, but no one showed up till 10:20am just like last time in 06/ 2014 ; after I already left my house, at 10:59am I received an incoming call from ([redacted] inform me the technician will be late. It's rude and unprofessional.

Cox start charging me for TV service not existing in my house since 07/2014, overcharge portion never been detected till now, since it is automatically charged to the credit card on file each month with my internet service. I simply accepted it as monthly internet bill till now.Desired Settlement: respect customer's time and keep your promise in good faith; adjust 07/2014-12/2015 overcharged TV service portion for future payment credit.

Business

Response:

Dear Mr. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to disputed charges for cable service. We have conducted a thorough review of your account and have determined the following:Our records show that on June 27, 2014 you installed Cox Essential cable at the promotional rate of $24.99 per month for 6-months. This promotional rate expired on December 26, 2014.On December 31, 2105, you contacted our customer service team to dispute the charges for the Essential cable service. At that time, you were advised that the charges were valid as you did not dispute the charges within the first 30-days of billing. Cox had already billed your account more than a year for the disputed services. In addition, this level of service does not require equipment for viewing. Therefore, we are unable to determine whether or not the services were utilized during the disputed timeframe. As outlined in your monthly billing statements " Payment of your Cox bill confirms subscription of services and possession of Cox owned equipment listed on your bill. Based on this information, we must respectfully deny your request for reimbursement.Cox would like to apologize for the inconvenience we caused you on January 2, 2016 by not meeting our commitment to having a technician at your home during the scheduled time of 8-10am. As a result of this failure, today (January 18, 2016) I have applied our $20 "On Time Guarantee" credit to your account. This credit will reflect on your next billing statement.Please feel free to contact me directly with any additional questions and/or concerns regarding your Cox account.Best Regards,Sylvia L. D[redacted]Executive Office of the Regional Manager[redacted]

Review: I purchased a special deal with Cox Communications in which I was to receive 100mbps internet speeds for 59.99 for up to 12 months starting in August. After the first month of paying 59.99, I was extremely happy. The next month however, they raised the price that they were charging me to 73.99 (The non-promotional price). I gave Cox a call, and they said that since they upgraded the service after I was hooked up, it cleared the code. The employee said they would submit the code again and refund me the $14 I was charged.

I have Cox on autopay, so I figured the issue was solved and didn't check for a while. I checked again in December and sure enough, the price they were charging me the entire time was 73.99. I give Cox a call and tell them they are overcharging me. After 20 minutes on the phone with a Cox employee, they tell me they will submit the paperwork AGAIN. They also tell me they will give me a refund of $14 for the bill. I ask them about the other months that I was charged $73.99, and the employee tells me they can give me the money back on a couple of the months, but that their system does not allow them to go back that far in billing history to give me a credit for all of the months I was overcharged; they told me that when the paperwork is processed, I will most likely receive the money back that I was overcharged from those months.

I checked my bill for January, and the bill is 36.99 (due to the credits that they have given me for overcharging me). I look at the detailed bill and it says I am now being charged 77.99! Rather than processing the paperwork that an employee supposedly submitted months ago, they have raised my price and are now overcharging me even more.Desired Settlement: I want the money back that they have been overcharging me for the last however many months. I want the money back that the employee was unable to credit me back due to their billing system not going back that far, and I want my price adjusted back to the promotional price of 59.99 that I signed up for. I don't want any of this "let me submit my paperwork", I just want it done. This is ridiculous, and I do not have the patience to spend 30 minutes every month on hold to explain to a Cox employee that I am supposed to be in promotional pricing.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his account billing. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.On 2/12/15 we were able to speak with our customer regarding his concerns with his account billing. During this conversation we were able to come to an agreement with a new promotional discount and an account credit to bring this situation to a resolution. We appreciate our customer’s patience and understanding throughout this situation. It is our genuine desire to continue a positive relationship with him for many years to come. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you.[redacted]Executive EscalationsCox Communications

Consumer

Response:

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

Regards,

Review: I've been a customer with Cox communications since 2009, I usually always make full payments on time,but last few months I've made partial payments due to my financial situation. Just in this year alone Cox has shut my services off twice before the due date. Today they are refusing to turn my services back on even with a payment arrangement for tomorrow which is when I get paid and the days leading up to the due date they make automated phone calls daily to my phone harrassing me about a small amt owed from last billing cycle that should be forwarded to the next. I always make payments and feel that as long as there's payments made services should not be shut off before the due date. Some investigation needs to be done about this and there shouldn't be harassment before a due date.Desired Settlement: I'd like for my services not to be shut off before a due date and I demand that I not be charged for the movie that I started to watch when the services stopped and I don't appreciate harrassing phone calls before a due date if a payment is made whether partial or in full it is still a payment and people should not be penalized for making payment. In fact I request a credit for future movies I may decide to watch on ppv.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her TV service. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.I called and spoke to the customer on 11/24/2014 and we went over her situation. The customer is upset her services are being disconnected when she carries a past due balance on her current bill. The customer explained she wants us to keep her services active until her current bill due date while she carries a past due balance. I explained to the customer that if we allow her to carry that balance it would be past due for 60 days and isn’t feasible from a business perspective. We have an electronic shut off policy that has been in place for many years that applies to all our customers and not just to her. I advised the customer that she does have options to reduce her services and go down to a lower package to meet her budget. The customer declined making any changes at this time. I did see the on demand movie that was purchased when the box was electronically shut off. I credited the customer for the movie since she was not able to watch it. 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 ResolutionsCox Communications

Review: Cox's internet data shaping is preventing me from being able to utilize the service I am paying them for. I have contacted them at least twice a month for almost a year regarding this issue and they still have not ceased with their denial of my internet services. I am unable to watch videos on line, I am unable to play any games that require internet connection due to sever lag. While my latency to the servers is always low, due to cox's intentional degradation of my internet service, I am unable to do anything but the most basic of internet web browsing. I have confronted them about this issue and their customer service technicians have even admitted to me that this is a common practice when a person goes over a set data limit. When I signed up for this service I was explicitly informed that, while cox does have a data limit, there where NO consequences for exceeding this limit. On top of that, a brief review of their internet support forum shows that I am not the only person having an issue with Cox's internet practices, and any concerns that are voiced on their forums are almost immediately silenced by forum moderators locking the threads.Desired Settlement: I would like Cox to cease the degradation of my signal based on some absurd data limit. Furthermore, I would like for cox to actually inform customers if they are going to be practicing data shaping and degradation and what that means for them.

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 our customer believes that we have provided him this level of service. We would like to apologize for the inconvenience that our customer experienced in his attempts to resolve his concerns regarding his Internet service.We would like to refer our customer to the following sites to obtain all of the pertinent information regarding how we manage our customers’ data usage - [redacted]). This information is very clear as to the parameters of our policies regarding usage. If our customer’s needs exceed the guidelines for the current level of service that he receives, he has the option to upgrade to the next level of service. The information regarding the data levels and pricing for these levels is included in the above sites.While researching this account, it was noted that our customer appears to have a high need for video streaming through [redacted]. Different online activities consume different usage amounts. For example, downloading a movie will use more of your data plan than sending a text email message, because the movie contains a lot more data than the email message. Video and high resolution photos typically drive the highest amounts of usage. Conversely, web surfing and email (without large attachments) consumer less usage. We would like to recommend that our customer take advantage of the tools available to assess his usage to determine if he is in the correct data plan.It is important to note that less than 5% of our customers exceed their data plan. We understand that this is not the answer that our customer was seeking, but hope that one of our other plans may be more suitable to his needs. If he has any additional questions, he can contact our Customer Care Center at ###-###-####. Thank you.[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

Review: I have been charged by Cox Communications for being "responsible" for equipment that is not in my possession. Cox does not have an equipment tracking system to ensure they that have full knowledge of the whereabouts of their equipment and therefore apply charges to consumers who have had the equipment in their past. EX:

I moved and when service was transferred a technician came to install services. At that time, the technician switched out one cable box for another stating that I did have the newest equipment and required an "upgrade." He took the old box with him when the installation was complete and I thought nothing of it. Cox claims that I still have that old box in my possession and has charged my account for the missing equipment even though their employee took it with him.

Second:

Prior to installing these aforementioned services, I had resided in several rental locations. Cox is claiming that a modem from a previous location is unaccounted for and that it is my responsibility. They cannot seem to identify which location this modem is associated with nor whether or not it is in use by a subsequent tenant. They have therefore placed an equipment charge to my account for this device which is not in my possession.Desired Settlement: I require a billing adjustment for the $220 which has been incorrectly applied to my account for equipment that I do not possess.