Cox Communications, Inc.

Review: Since Dec 11 2013 I have received substandard internet service and there are no other internet providers to go to.

I have slow speeds and congestion issues on the network. I have spent over $500 on upgrades to the internal network at my house even though they have acknowledged that it is a problem in their network and their staff has said they aren't fixing the issue. I have documented the issue since 2013 and is available at www.webstafford.com/cox

I have contacted Cox dozens of times and have had at least 15 technicians visit my house. The house visit is required for each complaint even though the field techs cannot repair the issue, it must be repaired by their in house engineering team.

Im stuck, I have done everything they have asked me and the network is still slow and congested. If I leave Cox I cant have an Internet connection, they have an effective monopoly.Desired Settlement: I need them to fix their congestion issues. If possible I would like some compensation for all of the unnecessarily replaced equipment and repairs to the network in my house.

Primarily I want the internet connection to work properly by them (Cox) fixing their acknowledged congestion issues.

Business

Response:

December 16, 2015

Revdex.com complaint # [redacted]

We sincerely regret our delayed response to your office on

this customer situation.

Due to the complexity of the problem, we are not able to

currently give your office a resolution to the customer’s concerns today. We have both our Field and Network Teams

working on the service and with the customer.

The subscriber will be informed and updated by the appropriate teams

when we have information to share with him.

We hope this information has been helpful to your

office. Thank you

Catherine/Cox Communications Executive Offices/ Arizona

Consumer

Response:

This has been the response from COX for two years. They have done nothing to resolve the situation. It doesn't take two years to resolve a connectivity problem on a network. This is a stall tactic on the part of Cox Communications. They do not want to pay for infrastructure. Feel free at any time to contact me as I have some expertise on network management and design.

Business

Response:

Revdex.com complaint [redacted]

We are sorry to hear that the customer was not satisfied with our first response to your office.

Due to the multiple sources that the customer filed this complaint with, our Field, Network and Government Relations Team has drafted a letter response and this correspondence was copied to the customer as well.

As always, we appreciate the opportunity that the Revdex.com has given to us. Thank you.

Catherine/Cox Communications Executive Offices/ Arizona

Review: I was out of work for the last 5 months and working with cox collections paying my bill. I have finally gained employment again and made arrangements to bring my bill current. Due to a miscommunication with my employer I was advised the wrong date for my first paycheck. I set up my payment to catch up my acct for 10/15/14 but found out that my first check will not be until 10/24/2014. Cox refused to cancel my check by phone even though I told them the funds would not be available until 10/24/2014. I was able to get a family member to help out and offer to pay the bill for me in advance and I would pay them back. When I called cox back to set up a payment for the full past due amount, they were willing to take my payment but still refused to cancel my post dated check by phone. This practice is completely unfair to customers, especially those already going through a tough time! Not only do I still have to pay my bill with cox, but I now also have to worry about the negative consequences of that post dated check that cox refuses to cancel. It's a great disservice to loyal, hard working customers and this should be changed.Desired Settlement: Please allow some flexibility with this harsh policy because situations do occur outside of customer control. The customer service I received was horrible- even for the managers. Someone with the company should have the authority to step up and do what's right for the customers who work hard to pay you guys.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer had issues with a set payment arrangement. We apologize that the customer received unsatisfactory customer experience when contacting us. We have reached out directly to the customer to address the concerns. At this time we have not made contact with the customer. Once we have made contact with the customer, we will attempt to present an explanation of the account and options going forward for the account and payments. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: After transferring services to my new address a tech never came and installed services at my location. I have called countless times to only be disconnected or left on hold for hours. I work a very long schedule and it is hard to find time to call during business hours. So my cable remained off for 5 months until I had 2 weeks off of work to handle this. I finally got a tech out to it and he said that it had never been connected. So he handled that and it was on. No I call to try and rectify the situation to only be told I only qualify for a 1 month cable only reimbursement, that was not okay so she said she would call me back after a talk with her manager. Several more call attempts I finally reach someone else after not being called back. He said it looked like I upgraded my services?? Spent an hour trying to explain I didn't care about the service. He said 1 month comp as well so I asked to speak with the supervisor. Lady comes on to tell me she would do 2 months of the cable only refund 149. This is a joke to me. I was without service and verifiable through your own techs. Now I spent many hours on hold and trying to get this situation fixed months ago. Now its my fault for not contacting you sooner?? I don't have hours a day to sit around on hold with your horrible customer service. I don't want cash, or free PPV. I would just like my last 6 months of payments not to go to waste and towards future bills or something. Now since you are not in the business of taking care of your customers and being able to adjust to each individual situation I have decided no longer to be one of your customers. You have to learn to take care of your current customers. Why do you think you have the highest loss rate of any cable provider?Desired Settlement: Now since you could not help with my situation I have decided to cancel service with you. They are now quoting me a 200 dollar early termination fee as well a 75 processing fee. I think my months paid without service should cover these as well the 65 dollar balance. Any additional balance I will happily accept.

Business

Response:

Revdex.com #[redacted]

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns and provide a successful resolution. 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. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I signed up with Cox Communication in April 11, 2013. During the conversation I explained to the respresnative I wanted the lowest internet service provided at the cheapest rate because I was just signing up due to needing internet for my security service. At the time he put me into a promotion which said I did not want. Multiple times during the conversation I asked after the 6 month promotion I could called and get the lowest internet at 19.99 price. He said I could and all I had to do was call I month in adavance to get downgrade. September 3 I called and spoke with [redacted] (unsure of spelling) and asked him to downgrade me to the lowest internest serivce for 19.99 as I knew the promition was coming up. During this call he said that I wasnt in any promotion and that my price would stay at 19.99 for internet. I asked him to have a manager review my phone call from back in April and confirm this information becasue I didnt feel it was correct. He said he would and someone would call me back once it was review. I never recieved a phone call back from a manager with regards to the call review. On September 27th I called and spoke with a representive who was third party who told me she could downgrade me but it wouldnt be at the price was told in april due to price increasing. I asked her to go speak with a manager to see what they could do about the price. She came back and told me she could give me 10 dollar off but would only be for a year not for the 2 years of my contract. She recommended me going into a cox store and see if there is anything they could do local. Finally on Oct 28 I called and spoke to [redacted] in the rention area. He told me there was nothing he could do about the price of my internet regardless of the phone calls prior. He would not honor what was noted on my account for the 10 dollars off and told me I had to have the essential internet package to have my security serivce. He even put me on hold to check with someone to confirm this information is true and I have to have the essential internet package. He was unwilling to work with me. I asked to speak to his manager and he told me he was as high as I could go. He would not allow me to speak to his manager. After that phone call I review both the Cox website and my contract. The cox website says nothing about needing the essentail internet package or higher. It states that recommending higher internet service for video monitoring which I do not have. My contract states Internet/Broadband Connection/Wireless Data Backup. You must have an Internet broadband

connection at your premises for use with the System. At an additional charge, Cox may provide the Internet

connection. If you have an existing Cox Internet connection at your premises, Cox will use that connection for

the alarm System. All Cox Internet connections are subject to the Cox Internet Terms and Conditions of

Service and the Cox Acceptable Use Policy which may be found [redacted]. YOU UNDERSTAND

THAT WE WILL NOT RECEIVE ALARM SIGNALS FROM THE SYSTEM WHEN THE INTERNET

CONNECTION IS NOT OPERATING OR IS OTHERWISE UNAVAILABLE FOR ANY REASON,

INCLUDING, BUT NOT LIMITED TO, NON-PAYMENT OF INTERNET SERVICE, NETWORK

OUTAGES, CABLE CUTS, NETWORK MAINTENANCE, NETWORK CONGESTION, OR FORCE

MAJEURE EVENTS. IN ADDITION, ELECTRONICS FAILURE OF THE INTERNET MODEM, OR LOSS

OF POWER TO THE INTERNET MODEM WILL PREVENT COX FROM RECEIVING AN ALARM

SIGNAL. If the Internet connection is down or not functioning properly, the System will automatically use the

cellular backup within the System installed by Cox at your premises.

[redacted] forced me into a higher rate internet package I did not want and would not provide me the service I requested. Cox Communication as a company is not hororing the contract I agreed to when I signed up for service in April.Desired Settlement: I would like Cox to honor the 19.99 internet rate for the time of my security contract along with the 10 dollar off I was promised in september for a year. If this is not do able I would like to cancel all service with Cox communication. I am truely disappointed in the service I have been provided in just 6 months. I do not like doing business with a company who employees lie just to make a sale or for retention numbers to keep them in a high cost product. That is unethical and very distasting to a customer. I do not want to do business with Cox Communication and only with them due to my contact.

Business

Response:

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

Review: Unfortunately Cox believes its ok to overcharge their customers. I was overcharged 14 times for a rental fee for a modem that I owned and never rented from them. I discovered the discrepancy when I noticed my bill increased. After looking into the increase I discovered that my bill increased because it was the end of the initial promotional period, however, the additional modem rental charge was also discovered at this time. Upon addressing the issue they attempted to credit my account for less than the amount I was overcharged. All representatives suggest that I should be happy with being overcharged a lesser amount than I could have been overcharged. I have 3 business accounts and 1 personal account with Cox and would have never guessed that they would defend illegitimate charges for their consumers and suggest that it is somehow the fault of the consumer.Desired Settlement: I desire to be fully refunded for the illegitimate charges as I owned my modem and never entered into any rental agreement with this company. It should be a priority to ensure consumers are not wrongly charged and all remedies shall be sufficient to ensure full reimbursement.

Review: I have been trying to resolve my billing for the last 3 months with COX and every month I am having to spend 30+ minutes on the phone resolving issues. COX always fixes the issues by giving me a 50% off or some other percentage of for 4 to 6 months. However, there is always something wrong with my billing. Approximately 8 months ago I called to discuss my bill be $70+, the rep said that a promotion expired on my account so I lost my 50% off billing. He then transferred me to the "customer loyalty department." I explained the situation, the person then told be that instead of having to call every 6 months, he would make it permanent. 6 months later (last months bill) it is gone again and I am charged for the full amount again. I called and the reps reactivated the 50% discount for 6 months and stated that there was no way to make it permanent. They also said they would credit my account for the previous month to make it right. This month bill arrives and there is no credit. I call and they say they put the credit on for next month and while talking to "customer loyalty," he states that the 50% is not set up right because of some new service??? So now, I wait until next months bill. I supposedly have around a $57 credit towards my account but since nothing is in writing, I have to wait and see.Desired Settlement: I'd like my account to be charged properly. I would like to be set up with what I was told, and I want it in writing. I want this to be my permanent monthly bill. I shouldn't have to waste my time every month disputing my bill.

Preferred internet service - $31.49

Modem Rental - $6.99

plus Taxes.

Business

Response:

We are sorry to hear of the customer’s concern regarding their account billing. The customer currently subscribes to our Preferred level of internet service. The normal rate card pricing for this service is $62.99 per month. Any deviation from this price point is a promotional discount set to expire. We do not have any offer that will permanently lower the internet rate by 50% indefinitely. The customer has been given a series of loyalty discounts in consideration of his concerns with the pricing and as a show of our commitment to retaining his business. These discounts are purely a courtesy and are not a guaranteed rate. The customer is currently receiving a discount that will lower his internet rate until May of 2015. After such time his billing will resume at the normal rate card pricing. We offer several tiers of internet service and encourage the customer to contact us to find a tier that may be at a price point he is more comfortable with. On November 21st we show the customer’s account was credited a total of $57.09. These credit adjustments show on the customer’s November 29th statement. We thank our customer and the Revdex.com for the opportunity to respond. Sincerely, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, [redacted]

Consumer

Response:

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

I have attached the most recent statement dated 11/29, it will be drafted from my account on 12/24. This statement was generated before COX recieved the return of my equipment which should be subtracted from my account. I've also attached a screen shot of my recent account activity that shows numerous charges and credits on my account, making very difficult to see the final bill. I would like to see a statement that shows the $75 equipment fee removed, and what will actually be drafted from my account on 12/24. The statement showing numerous lines of credit and charges is my original complaint that I was told was going to be taken care be permenantly putting my rate at the 50% "promotional rate." I'm guessing that COX is not willing to honor that as a resolution as I have read several complaints stating nearly the same problem that I am expierence. I am requesting that I recieve a revised statement reflecting my equipment being returned (what amount will be drafted from my account on 12/24) and that the permenant price reduction that a "loyalty rep" offer me to retain my business months ago.

Regards,

Business

Response:

We have cancelled the scheduled December 24th payment of $54.22, to account for the returned equipment credit. This will be reflected on the customer's December statement. If the customer has any further questions regarding his account billing he may reach us at [redacted]. Thank you, [redacted] Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: BECAUSE OF THE SPORTS PACKAGE THE TECHS CANNOT COME OUT TO SERVICE FOR 2 DAYS. THIS IS THE 3RD BOX IN 9 MONTHS. I AM UNEMPLOYED AND HAVE A CHANCE TO WORK ONE DAY TO GET A FOOT IN THE DOOR AND NOW I CANNOT BECAUSE I HAVE TO WAIT FOR TECHS TO COME WHEN THEY WANT TO. THIS IS A HORRIBLE COMPANY AND THEY AND CENTURY LINK HAVE A MONPOLOY ON CABLE AND YOU CANNOT CALL ANYONE ELSE.Desired Settlement: DO YOUR JOB

Review: I have called Cox at least 5 times for issues I've been having with my cable/internet service. While asking, [redacted], if she thought it was far that I pay close to $300 a month or service that I'm not getting she states "I cant agree with that cause I usually troubleshoot my own issues. I have had nothing but issues for 1 1/2 years with this company including today 8/21/2015. I called today to report an issue of my cable box not working again and [redacted] did a hard reboot on my box which seemed to solve the problem. I was waiting for [redacted] to come back to the line so I can report my grievance with a supervisor and she disconnected my call. I didn't feel like I received the proper customer/company treatment I deserved, especially after dealing with the several issues I have had with Cox.Desired Settlement: I fell like I deserve some sort of compensation either it be a credit or free channels. I don't feel like $300 a month is worth the service I have gotten over the last 1 1/2 years

Business

Response:

Revdex.com Case # [redacted]It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company.We have contacted the customer directly to address their concerns and provide a successful resolution.As always, We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, [redacted] Region

Review: We recently moved to Arizona and have Cox for our Internet/TV/Telephone. We fill from day one we were mislead in there price and service we received. They advertise on Internet and Mailing there bundle plans, we ordered Bronze Bundle, which is 99.00 per month for 12months with a 2 year contract. this plans states free HBO for 1 year, 50MBPS, 220 channels and unlimited national calling. Upon set up we realized it was only for 1 box, yes he hooked up 3 TV's but 220 channel was on 1 box only. So they came out with 2 more boxes and and additional 17.00 to our bill. Receiving my first bill was 143.02 (service 123.48 and 19.54 taxes), My next bill, this month is 189.25, (monthly service 135.48, partial monthly 10.41, usage charge 21.06, total 233.10 , they did waive the 40.00 service call for the other boxes. They are charging for all my long distance calls, which I thought was included. After 1 1/2 hour on the phone with two different customer service representatives I now have unlimited calling and my bill will be only 6.00 more. I feel we were so mislead. My husband has a home based office and having unlimited calling is a must, so we would never have signed for a plan that didn't offer it. Cox still has on there website the 99.00 bundle that includes unlimited national calling, and they say they don't, I have the best plan.Desired Settlement: I would like the service and price I thought I was ordering. $99.00 per month plus taxes!!

Business

Response:

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their monthly rate. 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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I am having consistent internet issues using my laptop at home. I cannot pull up specific videos and I have screen shots to show the request keeps timing out. I have consistently complained to Cox over the last year and the internet issues are getting worse. I spoke to 2 people at [redacted] and 1 at [redacted] and they have all advised me it is an issue with the wireless I have at home.Desired Settlement: fix the issue. advise me how you're going to fix the issue

Business

Response:

We were sorry to hear that the customer filed another complaint regarding her Internet service.Because the customer concerns are related to Internet issues that she brought up in her January Revdex.com complaint, as well as in her Attorney General complaint in February; copies of these responses have been forwarded to the Revdex.com for review. Due to the fact that the correspondence does contain personal information, the responses will not be posted via the Revdex.com website.Our records confirm that although the customer has been active with our cable and Internet since June 2010, we have no recent service calls on record for her. Our last visit to the subscriber’s home was in January 2013 for cable reception concerns. We do suggest that the subscriber contact our Technical Support Team for help with service issues. We can be reached by phone at ###-###-####Call: ###-###-####, and we are available 24 hours a day, seven days a week, and 365 days of the year. If our Technical Support Staff cannot resolve the issue by phone, we will send a trained and qualified technician to the home to investigate and resolve the issue. Our Home Service Technicians work seven days a week and we offer convenient two-hour time frames. While our company always appreciates the chance to address a complaint via the Revdex.com, we would like to be given the opportunity to resolve the issue. It is our best interest to provide our subscriber’s with the service that they expect, and deserve. We hope the customer will contact us and allow us to assist her. Thank you.[redacted]/Office of the General Manger/ Cox Communications Executive Offices/ Arizona

Review: Cox promised a monthly price they didnt comply, charged me higher price, spoke with them again they said they have no record of that agreement after they promised I will be charged a price at certain bill day then they charged other (higher) price. I have recording of the conversation. It seems that they do or charge whatever they want and dont fulfill agreements by phone. Disrespect to the customer. Cox is not fulfilling agreements made by phone.Desired Settlement: Penalty for Cox

Business

Response:

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.They havent updated the Bill as we spoke, the current bill shown is incorrect, when they correct the bill as we spoke I would withdraw complaint Regards,[redacted]

Business

Response:

We have attempted to directly contact the customer to by telephone, however, were unable to make contact. The customer’s bill is scheduled to be sent within the next few days. We will be following up to ensure everything has printed as discussed. When originally speaking with the customer we did address and correct the customer’s billing concerns. We did agree that this was a satisfactory resolution. However, as the bill is set to print within the next few days, we have to wait for the customer to receive this and review per his request. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: COX CAME TO OUR HOUSE TO INSTALL AN ADDITIONAL TV LOCATION. SINCE THEN OUR CABLE AND INTERNET HAS HAD CONSISTENT FAILURES, SLOW SPEED AND OUTAGES. WHEN WE CALL COX THEY MAKE EXCUSES AND WILL ONLY COME BACK TO OUR HOUSE IF WE PAY THEM FOR A SERVICE CALL. THEY DID SOMETHING WHEN THEY WERE HERE THAT CASUED THE LACK OF SIGNAL STRENGTH AND SO WE PAY MORE FOR BAD QUALITY AND CANNOT GET ANY TYPE OF SERVICE FROM COX TO FIX IT.Desired Settlement: HAVE SOMEONE COME TO OUR HOUSE AND DEFINE WHY WE HAVE POOR SIGNAL STRENGHT AND SIMPLY FIX IT...

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer was having technical issues with his Cox services. We scheduled and completed a service call. The customer’s technical issues were all addressed. We have recently attempted to contact the customer by telephone but were not able to speak to the customer. The customer has contact information for our office as well as the field technician to ensure if any further concerns need to be addressed we are available for him. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I submitted this letter to Cox via their website on 5/14/15. They say they will respond within 24 hours- I have yet to hear back.I am very disappointed with the service I have received from Cox. We moved into our new home in November- I transferred my services from the old home to the new one at that time. A service man came out to hook up the services; he could not get the services upstairs working- no TVs worked on the upper floor. He suggested I buy a new wireless router or the entire house needed to be rewired (which would be very expensive). We had a second technician come out and look again at the services- the internet was very slow, we were unable to stream movies (kept getting the never-ending circle of downloading); he told us the same thing- to buy a new wireless router if that didnt work then have the house rewired. At this time I could not afford to do either. I did buy a new wireless router (that cost over $200.00) and installed it in April- this did not help the issues we were having. So I again had a technician come out to the house from Cox to look- he stated we should buy wire insurance from Cox and then they would replace all the wiring- which was the problem. I called and purchased the insurance and set up yet another appointment for Cox to come replace the wiring. The technician who came out looked at our service- went up into the attic and said the booster is not plugged in!! He plugged it in to the outlet- and amazingly all services and TVs throughout the entire house worked perfectly. So for the past 8 months we have slow internet and no TVs in the upstairs working- just because the first gut who came out forgot to plug in the booster!! I have spent many hours on the phone with Cox customer service plus 4 service calls, purchased a new wireless router and wire insurance I did not need, to find out the other technicians were too lazy or stupid to check the attic!I would very much appreciate a call from a manager who will tell me your resolution to this problem.Thank you[redacted]Desired Settlement: I called and spoke with a rep and told him of my issue. He said I was locked into a high service rate; he would cancel my contract and give me the current deal they were offering all other customers. This would save me $40 a month. I told him why wouldn't I just go to the competition and sign up with them. He didn't have an answer.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and are working on a 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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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

I have asked this complaint be elevated to a manager- I have had trouble getting a hold of her. We made an appointment on 6/3/15 at 2:00 to speak- she did not call or answer her phone. I have left multiple messages and have not heard back from anyone.

Regards,

Business

Response:

We have worked directly with this customer on her complaint. While we are sorry the customer is not happy with the answer that we provided we do not have support for the credit she is requesting. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Cox has increased my charges even though I have a 2 year contract that prevents them from increasing the charges without talking to me and explaining why they are increasing the chargesDesired Settlement: Reverse rate increase

Business

Response:

July 31, 2013

Revdex.com Complaint - Case #[redacted] - [redacted]

We would like to thank the customer for taking the time to file his concerns regarding the billing issue described in his complaint. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

Upon receiving this complaint I did a thorough investigation into the specifics of the customer’s concern. The customer called on June 15, 2011 to inquire about lowering their monthly bill. The customer agreed to a price lock guarantee (PLG) promotion that would lower the monthly payment. This PLG was for two years ending on June 14, 2013. The customer was also advised of this.

On July 23, 2013 when the customer received their most recent bill they noticed that the monthly rate had increased and called customer service to find out why. The customer was informed that the PLG had ended and the monthly rate was billed at today’s rate. They then inquired if there was a way to lower the monthly rate and agreed to a new two year PLG that ends on July 23, 2015 and seem to be satisfied with this new offer.

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.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: On 3-25-13, I called Cox Communications to disconnect my services. On 3-26-13, I returned all the equipment related to my services with Cox, for which I have a receipt. On 5-22, I noticed on Cox's website that I had a bill for services. When I called to discuss this on 5-22, I was told that the services had not been terminated as I requested. The bill, assumably, was for services charged after I requested the termination. The representative ([redacted]) told me he would be submitting an adjustment for the balance on the account, that it needed supervisor approval, and he would call me to confirm the adjustment within 24 hours. I never received a call, although the balance on the account did decrease to a smaller amount.

On 6-12, Cox's collections department printed a Final Notice letter advising of a $73.64 debt that would go to a collections agency if I did not take immediate action. I called them on 6-26, explained my entire story again, and a representative named [redacted] assisted me with getting an account adjustment done while I was on the phone with him. This adjustment brought my account balance to $0, and even made me eligible for a refund check in the amount of $45.76. I confirmed that my account balance reflected this change, and it did. I have since received that refund check.

I have since received notice from [redacted] that Cox turned my account over to them for collections. I contacted Cox on 7-15 requesting that the collection item be removed form my credit report. The representative, [redacted], indicated it would take four weeks to be researched, even though the account had already been resolved.Desired Settlement: I want Cox, or the collection agency they contracted with, to remove the collection item from my credit report. The billing that created this balance was an error on Cox's part; had the terminated my services when I requested it, the charges would never have been billed in the first place. This debt is not valid in any shape or form. I want a letter from them confirming the item has been removed from my credit report, and I want a copy of a final statement showing the account has a $0 balance.

Business

Response:

July 29, 2013

Review: upon installing my cox internet, the installer broke my stereo. I filed a complaint with Jill in claims because the tech did not. I sent her pictures of the area and damages. I tried unsuccessfully to contact Jill over the past week and a half. I contacted corporate office and received a call back from Jill stating the claim was denied because the tech did not install the service in that corner where the pictures shows the cox cable that was ran through my wall.Desired Settlement: I would like compensation for damages to my stereo that was caused by Cox Communication tech.

Business

Response:

April 1, 2016—Revdex.com complaint# [redacted]—Lisa R[redacted] Due to the concerns that the customer brought to the attention of your office, we contacted both our Corporate Office and our Damage Claims Department for information. We spoke to our Customer Care Managers as well as the Damage Claim Team Leadership, and reviewed all documentation of the situation that occurred. Our records confirm that after a thorough investigation by our office on the damage claim, we could not find fault with our installer on the concerns that the customer brought to the attention of your office. We hope this information has been helpful to your office. Thank you for the opportunity to address these concerns. Catherine/ Cox Communications Executive Offices/ Arizona

Consumer

Response:

Here are the pictures that were sent to Cox communications claims department. I do not accept their response and will hold them liable for the damages their installer created.

Business

Response:

April 6, 2016—Revdex.com rebuttal---- Rine # [redacted] We are sorry to hear that the customer is not happy with our first response to your office. As we stated in our reply to you, our Damage Claims Department advised that after investigation, we found no fault of our technician. As in any claim situation, changes to the outcome of the concern must be determined by the appropriate personnel. Should the customer choose to further dispute the results of that investigation, she may contact our Damage Claims Department to further discuss the situation at hand. We hope this information has clarified our position and has provided enough information to close the complaint for your office. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

Review: We order internet and cable for 2 apartments in [redacted]. In apartment [redacted] last December and apartment [redacted] in January. The order was included both internet and cable. When they set up the equipment for both apartment they did not include the cable set up. So with that we need to cancel the cable because of the service, we have tried to call more than 5 times and we got disconnect every time we say we will downgrade the cable. We would like to have our cable cancelled in the information below and get paid in the lost hours that we keep working and calling to cancel.Desired Settlement: To have the cable cancelled since April 9 , since the first time we call trying to cancel the service. And get refund for our lost hours of keep on calling for $100 dollars.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their recent experience with our Customer Care Center. 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

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.

I will have my assistant to call business with in this week or early next week. We have been so very busy for so many things.

Regards,

Review: I signed up with Cox for a bundled package of TV, Phone and internet with a move to a new home. I have been a Cox subscriber for TV and internet for last 9 years. We chose the Bronze Bundle with Premier Internet.

By the sales girl I was promised the advertised deal for 2 years

- $159 per month fixed price with a 2 year lock

- 1 Contour HD DVR and 2 additional HD receiver

- Free professional instal

- Free whole house DVR with 6 recordings and Contour for 2 years. Cost of receiver was 8.50 per month that I agreed to.

- Free [redacted] and Free HD for 2 years

The account was set up wrong and the above deal was not entered correctly by the sales person. I have had multiple issues, requiring numerous phone calls to the billing department and technical support. Though the technical support has been helpful but limited by what is entered in the system by billing, the billing department has been outright rude and argumentative almost every time. I had a long conversation with supervisor/manager few days ago, who was very helpful. She corrected the pricing error (bundle price was not honored earlier) and told me that all has been corrected. However, thats not the case when I get my bill.

- I was charged installation fee (I called and was told that they will credit ONE TIME only as a favor)

- There was a persistent issue with transporting my old phone number (actually a Cox number) finally resolved after multiple calls

- The whole home DVR was not set up. Finally resolved after multiple calls but only for 2 program recording.

UNRESOLVED:

- They will not honor the 2 year rate lock guarantee or the free features. I was told I do not have that contract and my price guarantee and free features expire in 1 year. The sales girl argued that I did not ask for it on my initial call. This was one of the issues that was supposed to be fixed by the Manager earlier but was not done

- I was sent a Contour DVR that does not have 6 program recording capability (just 2). Now I'm told that if I want that I have to pay $60 installation fee and extra $19.99 per month for enhanced service as this was not chosen at the time of the contract. She paid no attention to my comment that I was promised that during the sale and I chose it. It was the obvious choice as the cost of receiver is same and the service was free for 2 years. She refused to honor itDesired Settlement: I expect Cox to honor the promised deal as advertised. For all the harassment and rude behavior of their billing representative, I expect an apology along with reimbursement for wasting my precious time.

Business

Response:

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

We are sorry to hear that one of our subscribers is experiencing confusion with his billing and service. As a service oriented company, we realize that customer satisfaction is crucial to our success.

Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account. Our records confirm that on the 19 of this month, our Billing Agent [redacted] applied the necessary credits in lieu of the installation fees charged to the subscriber on the 7 of February 2014. The customer also stated that he was promised a two year lock on pricing when he originally ordered the service. Review of the work orders on file indicate that only phone service was on the original order on February 7, with the additional services ordered five days later. Because the services were not ordered and transferred at the same time, the agent would not have been able to secure a discounted price at a contract rates for the customer.

While we always appreciate it when the Revdex.com brings a customer situation to our attention, we want to point out that our Billing agent attempted to assist and answer all of the subscribers questions regarding his monthly rates and service. It is also noted on the account that she offered to research the situation regarding the contract and free service issues, but the customer declined her assistance. Our Customer Service Team is trained to assist our customers with their concerns, and we welcome the opportunity to help. If the subscriber would like our Billing Team to investigate the matters that he has brought to your attention, we ask for his cooperation and some of his time. While we cannot divulge personal information in our reply to the Revdex.com, we will attempt to contact the customer by phone to discuss the situation at hand.

We sincerely apologize for the anxiety that the customer has experienced with our company, and hope this information has been helpful to the Revdex.com.

[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.

Regards,

The response is incorrect as the error was made by their sales team in properly documenting the terms and condition.

I have been an existing customer for 9 years and was moving to a new home. The order was initially placed for the 2 services to move - phone and internet. Since there was a lag in the date of move, the internet service was moved first and I was assigned a new number for the new location temporarily, which was to be replaced by my original number after the move. It took several phone calls to get that accomplished. As is evident by the response, there is no documentation or clarity on all these issues.

After the move, the sales person convinced me to add the TV service to offer me the bundle price and thats where I was promised the rates and terms quoted on the internet. These were not two separate orders, just done on separate days because of excellent sales pitch by the girl on a subsequent date. Now it appears that the sales was based on lies and without the intent of honoring the promised terms. The fact that I was given a credit by the manager for the wrongfully charged pricing, validates my point. She was supposed to make all the corrections but unfortunately only applied the credit. The simple question is if you are advertising this on the internet (the terms I was promised are part of their advertised Bronze bundle), than why are my terms different?

I appreciate Revdex.coms effort to get the issue resolved but attitude shown in the above response is no different than what I dealt with on the phone and it appears to be stemming from their monopoly in the market. The focus on customer satisfaction appears to be lip service. I'm sure that COX keeps record of all phone calls including the sales. I will like to hear to those recordings, particularly the one after which the TV bundle was signed. I'm sure Cox will not have a problem sharing these recordings to resolve the matter.

Business

Response:

April 10, 2014

Review: I have been a customer of Cox Communications for over 2 years. I have their second highest tier of high speed cable that is available to the public (25Mbps). Over the course of 2 years I have continuously requested that my connections quality be increased, being that I pay $70 a month but only receive 6 to 10 mbps. I had several technicians come out to my apartment to diagnose the issue, but have been told that I needed a new router. I went out and purchased the exact router they recommended costing me over $250. A month later I have a tech come out again and he tells me that it’s my router, and that I needed to buy a more compatible one. I informed him that the router he was blaming was the exact make and model that was suggested not more than a month ago. He then proceeded to tell me that it needed to be updated then. I am a BSA IT major, so I then showed him that the router was up to date, and that I needed the issue fixed before he left. He then told me that he had no idea what was wrong, and that they are required to tell the customer that it is an issue on their end when an issue cannot be resolved… Cox then charged me a $50+ fee for the tech after the representative told me that they do not charge if the tech cannot resolve the issue. I contacted them and after explaining their mistake to 2 managers I received a refund.

3 weeks later my bill comes due, and they charged me the normal fee of $70 even though the automated service does recognize a $50 credit. This mistake on their part brought my bank account down to an amount that I cannot survive off of for the next week until I get paid. After contacting management they have told me that they will not refund the money and that the credit will be applied toward my next month’s bill.Desired Settlement: PLEASE CITE THIS COMPANY. They do not portray any ethical means of business and continuously lie to their customers. Unfortunately they are the only internet providers in [redacted], and I need the trash connection they provide for studying. They need to be held accountable for these atrocities. I still cannot believe that they require their independently contracted techs to lie to a customer because they cannot complete the job they say they will for a nominal monthly fee.

Business

Response:

April 8, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file his concerns regarding the service and billing to his account. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Since the customer was installed on February 19, 2013 there has been one service call scheduled. The date of the service call was December 21, 2013. The technician coded the order as customer education. The technician noted the account that when the router was bypassed the internet speed was 31 mbps down and 21 mbps up and that when using the router the speed dropped. Since the problem was not caused by the company’s delivery of the service there was a charge associated with the service call which as the customer stated was credited. The customers billing cycle runs from the 24th of the month through the 23 of the following month. The credit for the service call was issued on March 10, 2014 and is reflected on the customers’ current bill. 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]Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: I had good service and moved 6 miles from my old location and now have really bad service. Cox has got me to buy hundreds of dollars of equipment claiming it would fix the problem but it hasn't. At this point they would rather knock a couple dollars off my bill than fix the problem. They have a monopoly in this area and refuse to fix and give me decent service.Desired Settlement: Repair my service so I'm getting the service I'm suppose to be getting.

Business

Response:

Revdex.com Case [redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. 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. Jaimi / Executive Resolutions Office of the General Manager Cox 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,