Cox Communications, Inc.

Review: I was not informed of a termination fee. I never signed a contract agreeing to it. When I complained about the fee, I was told it would taken off. I called and was told this on multiple occasions. Now it has been reported to the credit bureau as a delinquent account.Desired Settlement: I would like the fee taken off as I was told it would be. I would also like my credit report corrected.

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 them any frustrations.

Upon receipt of this complaint we were able to review the account in question. After researching this account, we see that our customer did speak with a supervisor from our Collections Department on 12/11/15 regarding the early termination fee in question. After reviewing the account notes pertaining to this call from 12/11/15, we do see that the supervisor our customer spoke with did explain the account as well as let our customer know that the early termination fee in question is in-fact valid and cannot be removed. While we understand this situation has been frustrating, we do believe that the decision made by our Collections Department was made based on the facts of the account with the utmost fairness for our customer kept in mind.

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

GeorgeExecutive ResolutionsCox Communications

Review: Cox Communications damaged by home trying to fix my internet connection, they broke a water pipe They are refusing to pay the full amount of damages

Cox Communications set off my fire sprinklers in my attic by stepping on them. It created a lot of water damage that caused my ceiling to collapse and ruin walls and carpet. Cox Communication's contact numbers are: ###-###-#### [redacted] who has never called me. [redacted] ###-###-#### who has never returned my calls after I filled the claim. [redacted] from [redacted], Cox Communications Insurance Company, ###-###-#### states that she will not pay for the full estimate which is 3440.35 because of depreciation. She stated the depreciated amount is 1380.00. It was a guest bedroom that was only used 1-2 weeks per year and the room is 12x12 and the carpet was about 11 years old but it looked brand new because the room was used so little. Even the contractors that are doing the quotes stated that Cox Communications should pay the entire claim since their employee caused the damage.

Cox communications had to run a new line for my internet outside my house so I only have one location for internet. I have other connections in my house but don't work. I have other internet connection in my home but I can't use them because they can't get a signal when they try to connect. They don't know why either. One of the techs, they have had many here and can't figure it out, they have had a lot of trouble since they started laying the fiber optic lines in neighborhoods lately. I don't have cable to, but I don't think I could since they can't figure out my signal problem. I wonder if [redacted] makes it this hard to be a customer. I am not asking for a lot, just for Cox to put my house back together and not make me pay anything out of pocket. Does that not sound reasonable?Desired Settlement: I want cox communications to put my house back to the way it was before they set off the fire sprinklers and caused all of the damage and to pay the repair folks, SOS, so that I don't have to pay out of pocket.

Business

Response:

Revdex.com #[redacted]We have contacted the customer directly to address their concerns, the customer was already contacted by the appropriate departments to resolve his complaint. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I moved to a community that offer cox cable, after having cable with cox and was charged an additional $160 on my final bill. I contacted them several times to remove the additional charges be they refused. They also turned my account over to a collection agency, which dropped my credit score 40 points. I retained Lexinton law to dispute the validity of the amount owed. I have paid $400 in legal fees. Cox has misleading and deceptive billing practices ß.Desired Settlement: Remove collection acount from the credit agencies.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by moving to a location that Cox was not able to service. At the time of the disconnection, the policy did not allow representatives to waive the early termination fee for the situation. We contacted the customer directly and came to an agreeable resolution to the account over the phone. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

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: Cox said they would charge a cancellation fee since I refused offer they had just given confirmation code for.

For existing customers, Cox Communication offered a pay 6 months in advance and receive 6 months free plus a free [redacted]. On 11/11/14 about 10AM I spoke with "[redacted]" at [redacted] and he explained I would need to purchase a [redacted] card from (a list of stores). I said I wasn't sure but thought I could do this. Then he gave me a confirmation code: [redacted], and further explained I would need to pay cash for this card to pay my 6 months bill. I said I no longer agreed with the terms of the promotion and he, "[redacted]," said there would be a cancellation fee added to my Cox bill since I had already received a confirmation code. Before "[redacted]" gave me the confirmation code, I was NOT informed there would be a cancellation fee. Only after I told him I was no longer interested did he inform me that I now would receive a fee. "[redacted]" rushed me off the phone when I told him I would not pay a fee, and he could not tell me how much this fee will be.Desired Settlement: I would like Cox Communications to reverse whatever fee they are attaching to my account for refusing their promotion, and that they would employ honest business practices by giving full disclosure of the details of the offer(s) before signing people up. If this has occurred with other customers, that they would reconcile these accounts as well. I am especially concerned for the elderly being drawn into this kind of misrepresentation and taken advantage of.

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 he experienced. We certainly do not want to cause her any frustrations.I contacted the customer on 11/13/14 regarding her concerns with a possible cancellation fee being placed on her Cox account. After research of the situation, we were able to clarify for our customer that the sales offer she had received by telephone on the day in question was a fraudulent offer made by a party that has no affiliation to Cox Communications. We were able to assure our customer that their Cox account has not been impacted in any way as a result of the fraudulent call she received. 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]Thank you.[redacted]Executive ResolutionsCox 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 pay for the highest internet speed available through Cox. For the past two+ days the internet has 1) failed, 2) fluctuated widely, or 3) simply beaconed on and off about every 5 seconds. I cannot watch ANY of my Internet services like [redacted], and [redacted]. Yet I still pay for those services AND for the extra high speed Internet; the Internet that Cox agreed to provide that I am not getting and which is causing my loss of value in my other services. I have invested a great deal of my own personal time on the phone (mostly on hold) with Cox every day for the past few days; time I should not have had to spend. I'm not getting paid for that either. Cox says they will "give" me one day credit for the loss of services. I wonder if this is the "new" way to throttle the use of the internet. Cox says they do not have any way to determine when services will be restored.Desired Settlement: I would like Cox to reimburse me for:

1. The time when Internet services did not meet the speed or availability I paid for.

2. The loss of value in the 3 Internet services that I pay for {[redacted], and [redacted])

3. The lost time I spent on the phone with Cox due to Cox's failure to provide the promised services.

4. Release from my "contract" with Cox. I will go to another provider.

Business

Response:

November 7, 2014

Review: In late April or early May I bundled my exciting services adding internet for $119.99 a month I was told no increases in charges . Total costs to me would be $119.99 I have tried to resolve this over charge many many times but am still billed $10.00 to much every month. My last bill for 9/26/2014 was for $174.49 . $119.99 plus two dvr rentals @ $8.50 a month= $17.00+$6.99 for gateway rental Plus taxes fees and surcharges $20.41 = $164.39 I am billed $10.00 to much each monthDesired Settlement: That I am no longer billed $10.00 a month to much

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 recent experience. 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 and corrected the billing. We spoke with our customer and apologized for the inconvenience this has caused.

We want our customer to know that we are deeply committed to being their most trusted provider of communication services and apologize for the inconvenience that they experienced with regard to this issue.

Sincerely,

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

Review: Cox has committed and involved me in acts of FRAUD, NEGLIGENCE AND an invasion of my PRIVACY by allowing some UNKNOWN person access to my account and to purchase services I had NO knowledge of and therefore did NOT not authorized.

As a result, changes were made to my account without my KNOWLEDGE, AUTHORIZATION OR PERMISSION to do so , These UNAUTHORIZED changes resulted in more than $500.00 and billed to me on my account. I first reported this issue to Cox when I noticed a series of four bounced checks amounting to $202.50 on February 22nd bill. The customer rep I spoke to told me she couldn't help me and that I had to call the the FRAUD department. The number she gave me was a recording where I left several messages over the next few days. When I got no answer after leaving several messages, I called COX back to try to resolve the matter and to also TO CANCEL MY CABLE subscription. That left me with phone and internet and a monthly due amount of $82.47 including taxes as confirmed by the rep I spoke to on the day of March 3, 2014.

She told me they would lift the UNAUTHORIZED CHARGES FROM my account while they conducted an investigation. I was also told the next bill would reflect these changes. But this was not the case. Cox kept billing me for services I NO LONGER had and kept allowing charges to be made to my account by an UNAUTHORIZED USER they allowed access to my account without my awareness, knowledge or authorization.

On May 1st, 2014 I cancelled ALL of the remaining services (phone and internet ) because I had moved. That should have been no more than about $20.00. But COX continued to bill me because they were apparently were not investigating the case and negligently allowing some UNKNOWN entity access to my account and charge whatever they wanted. When I called Cox again to inquire about the investigation I was told by the rep it was taking longer to reflect in the system. But once I returned the cable TV box I would be getting a refund of the overages I had paid which amounted to over $200.

When I went to the store in [redacted] to return my TV cable box, the final bill was not less but more--more than $360.00! The customer rep told me it was for the Cable Modem, EQUIPMENT THAT I PERSONALLY OWNED!!!! IT WAS MY PROPERTY AND they HAD ERRONEOUSLY AND NEGLIGENTLY CHARGED ME FOR IT! THE Cable Modem was MY PROPERTY. I NEVER leased any internet equipment from Cox for the 18 months of service I had with Cox at my previous address beginning in October or November of 2012. Despite telling him this, he told me I had to return it anyways if I wanted to see a Refund on my account--yet he couldn't help me with the refund--for that, he said I had to go through billing.

To date my bill has not been resolved. They've continued billing me double the amounts I owed and continued to charge me even after I returned all equipment including the Cable Modem that was my Property and I owned.

Furthermore, despite many promises and assurances Cox has done NOTHING to follow up with this investigation, protect me from identity theft and fraud and reconcile my bill. They owe me for the the property I owned that they demanded I return a--s well as over-paymants I have made believing that they would reconcile my account --as they assured me thay would.

They've done nothing that they said they would.

.Desired Settlement: I'll accept $500 in a cashier's check that will cover the cost of my overpayments to them, lost time from work and the sacrifice of my own property --the CABLE MODEM that they charged me $361 for but I'm only asking $150 - the approximate price I would have to pay should I become a customer of Cox in the future.

In addition, I want the information of the person that they gave Unauthorized ACCESS to on my account so I can do my own investigation since Cox has obviously has not taking this situation seriously as they have exercised no accountability, or follow through on their promises to investigate and reconcile my account.

It's unbelievable to me that Cox doesn't have a more secure system in place to protect their customer's identity and their credit.

Business

Response:

July 14, 2014

Review: We signed up for Internet Essential at 39.99/mo, but soon discovered that speed was not fast enough for us. Cox advertised that existing customers could upgrade internet speed by one tier for $5.00 more per month regardless of what you are paying currently. We decided to take this option, but now we are being charged $57.99/mo for Internet Preferred when it should be 44.99/mo.

On 06/30/15 I spoke with [redacted] at Cox (reference #[redacted]) and was told that $5.00 upgrade was based on a different price than $39.99/mo. The options [redacted] presented were either I be downgraded back to Essential @ 39.99 or she would honor an introductory rate of $54.99/mo for Preferred. Never were any exceptions to the special presented and this feels like false advertising.Desired Settlement: I want the special they offer to be honored. I want the Preferred Internet speed at $44.99/mo like I was promised.

Business

Response:

July 8, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced regarding Internet pricing. Due to the concerns that the consumer brought to your attention, we contacted the customer directly and gave her our contact information for further questions on this matter. The customer state in her complaint that she was not advised of the difference in price on the levels of data service. We advised in our message to the customer that due to the promotion that she was receiving on the Essential level of Internet, the advertised upgrade price of $5.00 would not pertain to her situation. The customer is currently receiving a discounted price of $54.99 per month for the Preferred Internet; as the regular monthly rate is $66.99. This special priced campaign is valid through May 21, 2016. We hope this information has been helpful to your office, as well as the customer. We believe that our company offers a high quality product for the regular rate of service, and the additional monthly savings that the customer has amounts to a $144.00 discount over the course of the year. As always, we appreciate the opportunity to assist a valued customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]

Review: I have been a customer with Cox for many years and have been angered that they promise one price on the phone but bill you two or three times the amount agreed upon. I agreed to pay $39.99 a month for basic internet service. Because I had past bad experiences with Cox's "switch and bait" tactics I made sure to keep the representative's name and extension number. His name is [redacted] and his extension number is [redacted]. I paid my first bill online. I paid $39.99 and tried to entered that this was paying my bill in full. I received a bill for July claiming I owe $76.65 for basic internet service. I was also contact from a collection agency asking me to pay my reconnection fee from Cox. When I reconnected my internet in May 2015, I had to pay my bill in full before getting service turned back on. Cox is now trying to bill me double the amount to reconnect. Double and tripling billing isn't enough.Desired Settlement: Besides a billing adjustment, I would like Cox to be an honest company that honors their commitments.

Business

Response:

It is our goal to provide our customers with exemplary customer service. We sincerely regret the inconvenience that our customer has experienced with our company. We have attempted to contact our customer directly at the e-mail address and telephone number provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Can't obtain my billing information

Cox has computer problems displaying my past bill, I have called the numerous times, and have spent close to a week on the phone in the past year. They say they will resolve the issue of me getting bills for 2014, for IRA purposes but don't, say they will fix the computer problem but done, then because of what they are doing, they lock out my access to my online account due to password problems and I start the process over again. I can't get bills for IRA tracking, to match the money they take out of the bank account.Desired Settlement: Get me my bill and fix the computer problems so I can view past bills. They should created my business for my time, I have spent over $4,000 on this problem with my time.

Business

Response:

March 24, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the challenge the customer has been experiencing in viewing his statements on line. Due to these concerns, we contacted the customer directly and advised him that we have filed a ticket with our IT Department to ensure the necessary corrections are made so he can view his billing on line. The customer has our contact information and we will correspond with him directly. Thank you for the opportunity to assist our customer. [redacted]/Cox Communications Executive Offices/ [redacted]

Review: I called in several times to change my service I spoke with Hilda agent was rude and talked over me sounded like a robot she also did not help me I cannot afford the service and they still want me to pay $569.00!!! Wow they were told on several times that I could not afford it not on a contract and they still insist on doing a quote but never will remove the service I did inform them for the last 6 months my bill was too big and they refused to cut my tv service I called in to cut service but they won't allow me to change it using wording like your service has a discounted because there is an issue with customer care department. I find that the Loyalty department seems to be separate from the customer care they asked me to find the name of the numerous rude agents I spoke with told me had a converter boxes on television.Desired Settlement: I want my bill adjusted because I feel that I should've had more options and put on the economy packages and there is not issues with my account besides this bill I feel that this is wrong that your scammed into keeping a package you cant afford.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her account billing and recent experience with our Customer Care Center. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we completed a review of the account to gain a better understanding of our customer’s concerns. Review of the account found that our customer spoke at length with multiple agents from our Customer Care Center on 5/2/16 that made a genuine effort to explain the balance owed on the account to our customer. While we understand our customer may be frustrated with the high balance owed on the account, we do show that as a result of both past due and returned payments, the account balance of $594.32 is valid and will need to be paid to avoid further late fees and a possible disconnection of service. We also would like to thank our customer for their honest feedback regarding their previous discussions with our Customer Care Center. We would like to assure our customer that their feedback is taken very seriously and will be addressed with the appropriate leadership. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Resolutions Cox Communications

Consumer

Response:

The reason I do not accept this offering is because this company is still not addressing the real issue is that I wanted to change my services because I am not happy with the service The bill is too high and I called to get it changed the $594.00 will be paid but it is based on the issue that when someone calls to get their services changed they dont do their jobs I also feel that the concern is being overlooked because the issue is that this is not why I reported this issue the true concern is that due to the failure of their agents doing their jobs my bill is high I wanted no cable and have called prior about the extra box on my account not being used I also was not provided a credit for a broken cord underground at my address [redacted]. The company also does not included I called to report tech issues and almost cancelled based on the slow speeds I pay $200 per month and get no real channels my internet speed has stopped and slowed and when I called to cancel my service I get told I have a discount but the email that is being presented as a reply is off topic. I apologize but if this is not the problem is that if I would have been able to cancel TV my bill would not be this high I have paid alot of money and my service is not that good I pay more for cable then my friends and neighbors rude service when I call in and I dont appreciate this response has done nothing for me and I am tired of the hidden fees I get from this company has a monopoly were they can change higher amounts and treat their customers badly this only proves the company will not look into the issue the entire emails talks about one day I have called the cancellation department 12xs in the last year Please do your due diligence

Business

Response:

We would like to thank the customer for taking the time to voice her additional concerns regarding her Cox account. As a customer service oriented company we always welcome the opportunity to come to a resolution with our customers. In reference to our customer’s concerns of requesting a downgrade or disconnection of service being refused by our Customer Care Center, we would like to stress that we take these type of concerns very seriously. Regretfully, we must be transparent that we found no indication in the account notes that our customer made a formal request to downgrade or disconnect service. While we understand our customer may have voiced dissatisfaction with their monthly rate in previous interactions with our company, this does not constitute a formal request to remove or downgrade services and thus no changes to the account were made. Should our customer wish to make changes to their account or level of service we encourage her to contact our Customer Care Center at her earliest convenience to discuss her options. Additionally, we understand our customer may feel that they are owed additional credits regarding services at a previous address. However, we do see that our customer spoke at length to our Customer Care Center on 3/2/16 regarding this subject and was advised numerous times that her account had been adequately compensated for previous issues experienced at her prior address. While we realize this may be frustrating, we must reiterate that our customer has been adequately compensated for any previous issues that occurred at her previous address and would not be due any additional account adjustments. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Resolutions Cox Communications

Review: I have a busted water pipe, so I waited all day for cox repairman. They pulled a no call no show. Yesterday. Today I am told they can not get a man out there u till this afternoon. These intermetint problems have occurred for six years. Every time it takes more than one visit to fix the problem. They have also caused serious damage to my wall and denied damage. Even though they are required by law to immediately take care of handicapped they are refusing me service in a timely manner. Is Cox going to pay for my increase in water bill?Desired Settlement: I need somebody out here now not this afternoon

Business

Response:

Revdex.com #[redacted]We would like to thank the Revdex.com for giving us the opportunity to address the service call scheduling concerns that our client brought to your attention. It is never our intention to cause frustration for any of our customers.We did make contact with our customer on February 24, 2016 to discuss his concerns. We were able to verify that his service issues have been resolved, and our records confirm that we reached resolution in less than 48 hours. Our company has not refused or denied him service. 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. [redacted] Cox Communications, Southwest Region

Consumer

Response:

cox told me that there was nothing they could do about past issues even though their own employees verified that they fixed an area problem which was a result from a previous repair attempt. The same tech showed up that was here around a year and a half ago for the same problem. I told the technician that I was tired of calling cox and having to wait 30 minutes with an automated system then finally transferred to a human who proceeds to ask me the same questions and wanting me to try the same repair techniques over the phone. This recent episode, I spent five hours trying to get a repair man sent out. They insisted the repair as set up for the next day when I already had another employee tell me that the tech. Dismissed the repair the first day because they tried to call my phone which was one of the problems. Boy what a smart tech. This type of service has been historically repeated from Cox for six years. They first denied damage to my wall from a contractor then said they would call and set up a meeting with me. Instead they just show up un announced and tell me they are sorry they will call and come back later. Instead they let themselves into my backyard while I was not home and left the gate open where all my dogs ran out. Also the spokesperson said she would take 23 dollars off the phone line because it was phone related. That is false. It has always been Internet and phone related. I will accept this if it is taken off my entire bill not just my phone bill. Cox has also denied my filing of doctors note which I provided to them six years ago notifing them of need for phone in my home for medical emergencies. They denied neglecting ADA even though their repair was not even attempted until almost two days later. I have paid my bill on time every time for six years. I expect the same professional courtesy in return. I did not have time to finish my conversation with the cox representative because the City of [redacted] showed up for a water pipe repair.

Business

Response:

Revdex.com Case #[redacted] We would like to thank the Revdex.com for bringing this additional information to our attention. We want your office to know that if a caller instructs us that they need their phone for medical emergency purposes, we do have processes in place to assist those customers. The Damage Claim issues that the customer refers to in his correspondence to your office is from 6 years ago. We addressed the service issues at that time and if he chooses to file another Damage Claim then we would be happy to get him over to our Damage Claim Department. Our investigation of the customer’s account does not indicate that ADA guidelines were violated. Thank you for your time and consideration. *

[redacted] Cox Communications, Southwest Region

Review: I SPECIFICALLY asked the rep on the line if the "deal" they were working out for me was a CONTRACT.

Your rep said NO - Cox does not do contracts.

I NEVER gave verbal permission to enter any contract because YOUR REP said it was NOT a contract - I would have ended my services right then if I knew I was being stuck into a contract.

Therefore - why would I have been looking for a contract agreement on my next bill?

Your sneaky way of sending info via on the next bill shows the type of company you truly are. I signed up for your paperless - logging online your web page shows the account summary - I see the amount and pay the bill

A reputable company would have sent this "contract" as a separate mailing as well.

I was not looking for any contract agreement because I trusted your rep that told me THERE WAS NO CONTRACT.

The Cox Rep lied and your company has questionable business practices. I will be sure to share my experiences with Cox to everyone I know.Desired Settlement: As before - I wish to end my tv and phone services without a ETF.

Business

Response:

April 4, 2014

Review: My services was reduced and my rate was quoted as $101.42. Paid the bill on 2/10/14. Received next months bill and it was $151.65. They increased the charge by about $25.00 and added a late fee for the previous month of $8.00. I paid the bill on 2/27/14, it was due on 3/18/14 because I was intimidated. Received this months bill and it is $133.04. This is an increase of 30% which is as outrage. Please help [redacted]Desired Settlement: My monthly bill to be reasonable with no more removal of services and to be stable.

Business

Response:

April 1, 2014

Review: On July 29th, I called Cox to cancel my service since we were moving out of our current home to temporary residence until we could close on our new home. The rep advised we did not need to cancel, we could just put our service on hold. We reluctantly agreed. During the call we told the rep that we had just made a payment. The rep advised that we do not owe anything. We confirmed with the rep that we owed nothing to which she replied "correct" and again said no payment was necessary. Since we were moving and could use all the money we could get we canceled the payment. Once we moved in and transferred service, we received a bill showing a past due amount for the payment that we canceled. We were frustrated and called in to speak to billing. We explained our situation and asked that the call be listened to. We were told it would take 30+days to receive a call back. We found that appalling since both my boyfriend and I work in a call center. After considerably more than 30 days we had not been called back. We called in and were told nothing was submitted and another request would be submitted and were also told it only takes 5-7 business days... so the first rep LIED to us. 30+ days again, still no response so we called once again and were told there was a request but no resolution yet. Again, told it takes no more than 5-7 business days. Our last call was on 1/23/16 when once again, no request could be found but she would submit another one and would PERSONALLY see to this one and call us back. As of 2/8/16, still nothing...

So now its been 6+ months and we do not have resolution. At this point, I don't think I would believe anything anyone that called me had to say. I understand Cox doesn't see $150 as a big deal but to a family of 5, that is gas, groceries and other necessities. We will be taking our tv service to another company that values it customers time and money, since it appears Cox does not. This issue relates to [redacted]Desired Settlement: Honestly, if someone would have called me when they said they would and told me that the call was listened to and the rep did not in fact say what we know they said, I would have said "fine" and let it go. But now its been more than 6 months and I'm still dealing with this. And having spent more than 100+ minutes total on 4 separate phone calls - and now 30 minutes with Revdex.com - to this company to get resolution is ridiculous. I feel we have given them every opportunity to fix this. If I felt I had any other choice, I wouldn't even be complaining to the Revdex.com but it seems no one cares to follow through. My next complaint is going to the AG of AZ. I want that payment credited to my billing. This may not stop me from leaving Cox but it may go along way to making me reconsider. My boyfriend has been a Cox customer off and on for 15+ years and myself for almost 10 years now off and on.

Business

Response:

Dear Ms. [redacted] Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com in regards to your experience with transferring your service. On behalf of Cox, I would like to extend an apology to you as this is not the level of service we have built our reputation on.As a result of your experience, I have applied the $150.00 credit to your account. This credit will reflect on your next billing statement. Unfortunately, I was unable to review the call however, I will be sure to send feedback in regards to our lack of follow up.Again Ms. [redacted] I apologize for any inconvenience we may have caused you and your family. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 8:30am to 5:00pm, Monday through Friday.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional Manager[redacted]

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I would like to say it was less about receiving the credit and more about the fact that we were treated poorly when we asked for the call to be reviewed and the fact that it took so long to get a response. It took a complaint to the Revdex.com rather than one of the four different agents we spoke to getting it resolved. We did not complain to get the credit, we complained to get the issue resolved. We do however thank you for the credit. Perhaps revisit this process so others do not have to go through it as well.

Regards,

Review: Charged 4.95 for long dist. since 3/08. Never signed up for this. Get bill online. Have been customer for over 20 yrs., trusted them to bill me correctly. Just discovered that someone arbitrarily added this service in Mar., 08, so have pd. almost $400. Over 6 yrs. for a service I never used nor asked for. They offered $40. As adjustment. Not satisfactoryDesired Settlement: For being a customer for over 20 years I would hope to have an adjustment or a check for more than the $40.00 they have offered. I understand that some companies often use this tactic on their customers but never expected it from Cox. Silly me, but then I am a 74 yr. old senior and guess I should expect being taken advantage of. Shame on you Cox.

Business

Response:

June 6, 2014

Review: I have been a Cox TV/Internet customer since Dec, 2013 and have had few service and billing problems, but none that were not resolved until recently. On 11/30/15, I received a billing of $169.60, $58.85 higher than previous bill and called for explanation. Of that difference, about $10.00 was attributed to my addition Sports Pak on 11/12/15 and the remaining difference was due to a 12 month promotion on my internet that had expired. The Cox rep. kept me on hold for some time and eventually came back with a current 12 month promotion that would reduce my bill to $127.53 with all services remaining the same. The rep. then told me to change my records/check registration to reflect the change. Since that time, I received another billing for $169.60 and I called Cox for the second time on 12/30/15. The two reps I talked to had no record of the previously quoted $127.53 and basically told me that I didn't know what I was talking about and had to accept the $169.60 as my ongoing bill. I have no recourse at this point, other than a law suit or cancellation, since they are able to withdraw from my bank account any amount they bill.Desired Settlement: Cox has grossly misrepresented and I want the billing situation resolved and refund of $42.07, $169.60 minus $127.53, for first month billed inaccurately. The second month withdrawal will occur soon.

Business

Response:

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

Consumer

Response:

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

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

Regards,

Review: I want a discount of some kind to make up the differnce of COX telling me I have to pay twice for one channel

I was told I do not get the history [redacted] I do pay for the [redacted] ( the demand is only the same shows but at times you can watch them ( [redacted])

I am not getting a deduction of my bill instead they told me to watch channel 61 which is spanish and I cannot read nor speak nor understand spanish I should NOT be forced to watch itDesired Settlement: DISCOUNT On my bill or COX shut down for lies and theft

Business

Response:

April 11, 2014

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

We would like to thank our customer for taking the time to file her concerns with the Revdex.com regarding the content she was attempting to locate within [redacted]. Allow us to apologize for the challenges she met while trying to resolve this matter with us. We certainly do not want our customers to experience such frustrations and always strive to provide excellent customer service.

Upon receipt of this complaint, we initiated our research to determine why our customer was unable to locate the [redacted] within [redacted]. The [redacted] in our regular Tucson lineup is #** or [redacted]. The [redacted] programming is in English in [redacted] in the section identified as My Primetime. Once our customer opens up My Primetime, she only needs to use the remote and go to History and click on select. She will find all of the programs that have been sent to us by the broadcaster (sometimes not 100% are available).

We truly apologize for the misinformation that our customer received regarding channel #61. This is the [redacted] in the Phoenix market. We have sent notification to the team that provided the incorrect information to insure that they are looking at the appropriate market information when they are answering our customers’ questions.

It is my hope that this information helps to clarify our customer’s concerns regarding the [redacted]. We regret any confusion surrounding this issue and we hope that we are able to regain her confidence in our organization. We appreciate her loyalty, and we want her to know that his patronage and loyalty is important to us. For future assistance with any other issues that may arise, she may call our Customer Care Center at [redacted] or contact us on our web site at www.cox.com/arizona. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Consumer

Response:

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

I DID GO TO MY PRIME TIME HISTORY IT SAID and I quote (AGAIN!) please contact your cable operator to PURCHASE this and other [redacted] programs.. THIS IS ALREADY PART OF THE PACKAGE they sent me to e SPANISH channel DO I LOOK LIKE IM SPEAKING SPANISH!@!!!!!!!

They were RUDE treated me like crap NO I dont accept this not for one second COME TO my house look and See where I was clicking

NOW THEY CALL ME A LIAR! really does Tucson or ANY American city need a buisness like this I dont think so they need SHUT DOWN!!!!!!!!!!!!!!!!

Regards,

Business

Response:

May 5, 2014

Revdex.com Complaint – Case No. [redacted] – [redacted] - REBUTTAL

As a follow-up to our customer’s recent rebuttal to our response to her complaint, we have forwarded her concerns to our field leadership team. They will be making direct contact with our customer to schedule a convenient time to visit her home. At that time they will make a complete assessment of the issues to determine why she has not been able to access the programming on [redacted].

We apologize that we have not yet been able to resolve our customer’s concerns and believe that possible there is an equipment issue that is not allowing her to view the programming that she is seeking. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Review: Called Cox, because I could not get cable. Agent told me they would sent a technician out. I asked about a charge and she said "NO"> Got my bill and there was a $75 charge. Called Cox to complain and they would reverse it only if I took out a protection plan with them . I refused the plan and told her I would schedule payment minus the $75. She said it would go to collection if I did not pay. Bad business practice to assure a customer that there would be no payment and then charge them. . help! [redacted]Desired Settlement: Cancel charge.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding their 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 receipt of this complaint we were able to make contact with our customer on 12/28/15 to address their concerns. During our conversation, we assured our customer that the recording of her conversation with the agent in question would be reviewed for coaching purposed. Additionally, as a one-time courtesy we have waived the disputed charge for the recent repair visit. We are confident the issues have now been resolved.

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

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: I stopped receiving incoming mail using Cox webmail on my [redacted] and on my laptop. I called and spoke to [redacted] in tech support. He refused to look at Cox incoming mail server and told me it must be my settings. I asked to speak to a supervisor and was refused and was told they don't have experience.

I called [redacted] to see if it was an issue with [redacted] service and they told me because I can send outgoing emails, it has to be an issue with the incoming mail service at Cox.

I was on the phone for over 1/2 hour with [redacted] and go nowhere. I can no longer receive any incoming mail to my Cox email address.Desired Settlement: Fix the issue so I can receive email on my phone and when I log into Cox using my laptop. I can't conduct my daily activities without email.

Business

Response:

We would like to thank the consumer for taking the time to file her concerns regarding the problems she was having receiving her emails on her cell phone via Cox webmail. Please let me begin with an apology for any frustration she experienced while trying to troubleshoot these problems. We always want to provide our customers with the technical support necessary to resolve their issues.

Upon receipt of this complaint, I researched the account and confirmed that the she had called in and worked with one of our Tier II Technicians, [redacted], on January 29 and the problem had been resolved. I requested a full report from [redacted] regarding the resolution and he provided me with the following:

· Worked with customer on Wednesday, 1/29, customer stated that she could not send or receive emails in her Cox webmail or her [redacted] devices.

· Logged into Cox Webmail and found the user installed a message filter that blocked all incoming emails. Filter was discarding anything going to the cox.net email address.

· Once we removed that filter, we tested receipts and she was able to receive emails.

In summary, [redacted] discovered that the customer had inadvertently installed a message filter that was preventing incoming emails to be sent to her cox.net address. Once the filter was removed, the customer and [redacted] worked together and tested email receipts and she was able to receive her emails once again.

We regret that our customer experienced this problem it can be very frustrating when something like this occurs and the consumer is unaware of why this is happening causing them to feel that the service is not working properly. We are happy that our agent was able to detect the filter that the customer had installed and restored the delivery of her email. We want to thank our customer for her continued patronage and loyalty; she has been a Cox customer for over ten years. For future assistance, she may call our Customer Care Center at ###-###-####. Our Technical Support Department is available for our customers, 24 hours a day, seven days a week.

Sincerely,

Executive Resolutions Specialist

Office of the General Manager