Cox Communications, Inc.

Review: I paid off my old bills to establish better credit. I also went to establish service again and was told I couldn't because cox allowed someone to open a fraudulent account in my name in 2012. I am being held responsible for a bill that doesn't belong to me. I was told the person had my name and telephone number with a different social security number . I want these charges removed out of my name and off my credit. It is its a charged off account from a city I am not even associated with.Desired Settlement: I want these charges removed off my credit and out of my name.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding the disputed account balance. 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 thorough research of our customer’s account with the aid of both our Collections Department and Fraud Department to gain a better understanding of the dispute at hand. Once our research was completed we were able to speak with our customer directly to address their concerns regarding the disputed balance as well as concerns pertaining to a former Cox account of hers. After discussing our findings for her account we were able to properly explain the reason her original order was canceled as well as came to a resolution (and provided a courtesy account adjustment) in reconciling a former Cox account belonging to our customer. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. 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 been a Cox customer for at least four years now. I moved across the state and I made the mistake of carrying over my Cox service when I moved. To make a long story short, I have had to upgrade my internet package numerous times just to get a decent signal. I work from home for a remote tech support company and I take online classes for my Bachelors Degree. My internet signal is INCREDIBLY important to my life. My internet signal goes out repeatedly. I have to repeatedly reset my router or unplug it which causes me to lose my connection to my work servers. I have been in the middle of exams when my wifi will cut out which will make me lose my work and access to the test. I contact Cox almost twice a week for technical issues or billing issues. They basically write off my issue and credit me $20 which puts a dent into the damage they are doing. I asked about my contract, they said it doesn't expire until October and irregardless of my consistent issues, it will be close to $400 to cancel my service before then. My fiance is a police officer, and a full time student. He also needs internet regularly to take his classes and to connect to his email for his department. Again, our service is so awful we end up relying on our phones. I have never had such awful service and customer service in my life. Especially for paying over $200 a month. I pay more for my Cox service than I do for my utilities and groceries combined. Stay away from Cox!!!Desired Settlement: I want to close my contract and have no further service provided to me by Cox without having to pay a contract termination fee because of all of the issues I have had with Cox DESPITE being a long time and returning customer. My contract ends in October, I do not want to wait that long to cut ties with Cox.

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 her service. It is never our intention to cause frustration. We are working directly with our customer on the issues that were brought to the attention of your office. We do understand the frustration our customer has endured and we are committed to work with her to provide a successful resolution. Thank you for your time and consideration.JaimiExecutive 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 purchased a modem from Cox at my apartment and moved it to my house when I moved. After I subsequently cancelled service at my house, I received a notice from Cox that I still owed equipment or would be charged for it. My husband proceeded to return the modem to the local Cox store. After I told him that I purchased the modem, I called Cox and requested a refund. They said they were going to send me a refund check in the mail as they found that I had actually purchased the modem. I waited a month, and still no refund check came. I called again, and they said it was on its way. I waited 2 more months and did not receive the check, so they lied to me did not send me the refund I was entitled to.Desired Settlement: I am expecting a refund of $145 for the modem that I returned which I had already purchased.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her former Cox account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receiving this complaint we were able to make contact with our customer on 2/10/16 to address her concerns. During our conversation with our customer we were able to come to a resolution regarding an appropriate adjustment to the account for the missing equipment. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted] Thank You. George S. Executive Resolutions Cox Communications

Review: I called 12/13/13 To make payment arrangements for my bill. As I work from home and the internet and phone are essential to me continuing my employment. I was given a lot of run around about it however the arrangement was made to pay $90.00 on that day and I was informed to call in to confirm that the payment had been made. That this would keep my service from being disrupted until the 12/20/2013 web the balance of $77.05 would be due. No further instructions/information was given to me regarding these arrangements or my account.

I made the payment using the cox.com internet site. On 12/13/2013 about 4pm AZ time.

I called in at 4:11pm AZ time and spoke to [redacted] who said my payment had been received

At 8:17 pm on 12/16/2013 (while I was in the middle of fulfilling my employment obligations using the internet and telephone services provided by COX)

My internet, Phone and cable services were disconnected.

I immediately called cox at [redacted] and the csa could not find my account under the phone numbers which I always provide, for about the first 10 minutes of the call.

Once she did find my account she kept asking me had I called in to confirm the payment had been made. I explained this (that I indeed did) and answered the question about 3 times. (I spoke to [redacted] @4:11pm)

After the difficulty and a lot of time. (during which I was still clocked in for my job, during this time) I told the representative that I wanted to disconnect my cable services because Im being overcharged for offers I see available online and tv specials. And due to their incompetence and inability to keep their word. No mention was ever made of my account needing to be current in order to remove just the cable service. I was also told that I may incur a reconnection fee for not making a payment arrangement. Though I did make a payment arrangement. Which was never honored by this company though I fulfilled my oblications of calling in to confirm the payment and also making the payment.

I was then transferred to a retention area in order to get my account terminated after over 30 min they had not still returned to the phone.

I called the local number to get them to disconnect the cable. After doing and explaining the issue a csa said the retention department was closed and reopened at 8am. This csa also stated she would call me back. Around 9am 12/17/2013.

I received no call.

I called the company back on 12/17/2013 @ 11:19am to get my cable only services disconnected. I was told, after being transferred twice, and having to re-explain the issue 3 times (I only wanted the cable part of my service disconnected). I was told that I needed to have my account current to have my cable service disconnected. NO OTHER REPRESENTATIVE I SPOKE TO PRIOR AND MENTIONED THIS TO STATED THIS INFORMATION.

This company has refused to provide me with bundled services at advertised prices which it are available for other customers both online and on TV/newspaper ads since I have originally requested service.Desired Settlement: I want all Overcharges and reconnection fees removed from my bill.

I want the CABLE ONLY, please make note.... CABLE ONLY.... portion of my service DISCONNECTED immediately.

ONLY the internet and HOME PHONE should REMAIN CONNECTED. I need these services to remain connected as I use them for my JOB.

Business

Response:

January 6, 2014

Review: Cox Communcations refuses to explain their promotional rates or their increases in their prices, the prices go up without notifications, and there statements go up without the consumer being notified. When a consumer calls them, youare at their mercy. They can raise their prices at any time they say without notice. I am on a fixed income, I am a senior citizen. I have asked them to help me lower the promotional rates. Only a new customer gets a rate of $99.00 per month. They claim I had a promotional rate for two years, so now they raised my bill $40.00 extra per month just for being a good paying customer for two years. When I call them, I get a run around and no one helps me. Their loyalty department says they will cut my or lower my service in order to have a bill or service from them.Desired Settlement: I would like to have additional promotion rates or lower my bill to as I have a fixed income.

Business

Response:

Revdex.com Case #[redacted]

We are sorry to hear our customer is not pleased with our promotional and standard pricing. We made contact with the customer. We provided a satisfactory resolution at this time for the pricing. The customer is aware of the time frame of the pricing.

Thank you for your time and consideration.

Executive Resolutions

Office of the General Manager

Cox 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.

Cox Communications has a monopoly in my area for a cable company that does not use a DSL line or a "dish." They use a cable line or broadband. This kind of monopoly appears to be a violation of the [redacted] and the [redacted] because I am forced to use Cox, there is no other company where I live I can use. This also violates the [redacted]. Since I have to use them, I am forced to any pricing they decide upon without notice. Their promotional rates or reasons for increases are not advertised on their website. I was never notified for an increase from $100.00 a month when I was first a customer to $163.00 a month. The increase does not improve or increase the services I get from them, telephone, television or internet. In fact, when I spoke top them, they told me they would cut my service because I complained to the Revdex.com. They told me my increase should be up to $220.00, and that they are doing me a favor by getting the $163.00 for another year because I told them I am a senior citizen on a fixed income. When they raised the price to 163.00, they did so without my permission or knowledge. They told me I don't have to use their services, that I could find another company since I do not agree with their pricing. But I cannot use another company. Having a monopoly in my area does not allow for fair competition.

I have asked them to lower their prices back to the $100.00 a month that I was paying before, and they refused. I have asked about their monopoly, and they told me that the [redacted] and the Revdex.com have no control of cable companies. They told me I would have to hire an attorney. There seems to be no outside group that regulates their company. I was told they are a private company, and that they can do whatever they want as far a price. I was told if I lower my internet speed, I would wind up paying more because they gave me a bundle price. This is crazy!

Regards,

Review: No service to the house. No phone, no internet, and no cable for five days. The first COX customer service person told me that it was an external issue (outside of the house) and that I would not need to be there to have the repairs done. He took down my, and said they would only be calling me to tell me when the repairs had taken place. And, that more than likely, the issues was due to a heavy rain, and would be taken care of that day or the following day, and the actual scheduled time of two days from the date of original complaint, was just a formality. Subsequently, the technician called me while I was at work. I was in the lab, and didn't answer, as I was very busy and assumed that the call meant that my services were restored. In actuality, the technician needed to get into my home, so he cancelled the appointment. I called in again and rescheduled (another 30 minutes of being on hold) and again another two days went by before another technician could be there. This time, a second customer service person made it clear that I need to be at home, so the technician could get into the house. I waited from 3:00 pm to 5:00 pm on the night that he was designated to call. He never called... I called again today and talked with a third customer service technician, only to find out, that I had been talking with the wrong division. Evidently, only the phone division, and not the cable division can make "multi-service" repair visits. Yet, I had been very clear with everyone that I had talked to, that NO SERVICES ARE WORKING. I was then transferred to the Phone Division, and once again (today) was told to wait another two days for a repair technician to come out. How can a company that is so big, be so small, that it takes a week to just to send a technician to find the cause of no service to a single home? I then talked to a supervisor (or a Field Escalation Person) who was of absolutely no further help, as she stated, there was NOTHING ELSE SHE COULD DO. Which begs the question.... Why is she there?Desired Settlement: I want my time without services credited back to my account, and I want my services restored. As a loyal patron of almost 15 years, I feel like COX doesn't want or need my business, or anyone's else's for that matter... Maybe COX should devote less money on the advertisements that clutter my mailbox every week, and hire more service technicians, so they can restore service to their customers in a more timely manner.

Business

Response:

We were sorry to hear of the difficulty that the customer recently experienced with our company and his services. It is never our intention to cause problems for any of our subscribers, so we sincerely apologize for the inconvenience that the client experienced. Because of the complaint filed with the Revdex.com, a thorough review has been completed on the account. Our records indicate that the service call from the 11 day of September was cancelled due to no answer on the phone, or the door. Because of the confusion regarding the time and date of the service call, a $20.00 On Time Guarantee (OTG) credit has been applied to his account. We also ensured that the customer was credited for the days that he was without service. Notes on the account confirm that the customer’s service was up and running as of the 14 of this month. We apologize again for the inconvenience that the customer experienced with our company, and hope this information has been helpful to the Revdex.com. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ Arizona

Review: I upgraded my internet from an email promo. I had a bundle price till 20`7 for $176 a mnth. I called COX customer service and they told me my bundle would not change for 6-12 months depending on promo. It did and cancelled some of my promo increase my price by $20mnth. I spoke to their CRT and they finally offered $50 one time or they would cancel my service. I wasnt even rude. He was rude saying its my fault for upgrading. I writing in fear of disconnection. Im disabled and cant afford their stress.Desired Settlement: I asked to be on $176 a mnth like promised with internet upgrade till 2017 but they laughed at me. Now I request free service for my life with COX. They shouldnt treat disabled VIPs with lies.

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.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution 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 Silver Bundle states the following.

- Free HD programming included

- Includes HBO, Cinemax, Showtime & STARZ

However, what they DON'T tell you is that you must pay $8.50/monthly PER receiver (per television) to get access to any of these benefits. Which is NOT included in the advertised price of 119.99 per month. Not to mention this doesn't include the outrageous tax on these services.

I currently have 3 receivers (3 rooms), which is costing me an additional $25.50 per month ($8.50 per receiver). For their supposed "free" HD Programming and to receive included premium channels HBO, Cinemax, Showtime, and STARZ. If you DO NOT have a receiver, that you have to pay monthly for, you do not get access to any of this.

On top of the $25.50 per month I have to pay to receive these "included" features, they are charging me an additional $27.13 MONTHLY in Tax. $19.63 of that tax is for a telephone I have told them I don't use, it's never been hooked up, but they force it into the bundle and you are unable to remove it from your plan without them skyrocketing the price of your TV and Internet Bill.

This leaves me a total bill of $172.70 for a plan that is advertised for $119.99 a month.

I have been a Cox customer for over a decade, but I will not tolerate false advertising.Desired Settlement: Honor your agreement price of 119.99 monthly for my current services. (Advanced TV w/ free HD Programming, HBO, Cinemax, Showtime, and STARZ. Including the 3 receiver boxes I need to access these "included" services. Internet Premier (Up to 100MBPS)

You may remove the telephone service from my account to meet this price, as I do not use it and it's costing me $19.63 in tax just to have it.

Business

Response:

We are sorry to hear of our customer’s concerns regarding our advertising. We have made 4 attempts to directly contact our customer by phone and have been unsuccessful. Once we are able to speak with our customer and verify the account, we can address the concerns and provide a successful resolution.

Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Upon signing up for Cox Internet service in Arizona, I purchase the modem up front as opposed to renting it because the total price of the life of the plan would be cheaper. Cox applied the price of $129.99 I paid on 02/14/13 as a credit to my account instead of towards the purchase of the equipment (as later stated by a Cox billing operator as their mistake). When my service ended in late September 2013, I settled my final bill with Cox and moved from the area. When I arrived in Washington, I started getting calls and emails from Cox stating that I had a $129.00 bill on my account for failure to return equipment. While Cox made a mistake in not initially billing me for my equipment, even after numerous calls and complaints to them, they still would not budge on settling my account. I finally asked for a box sent to me to return the equipment, which I received from Cox on 11/09/13 (pre-paid FEDEX package). I packaged up the modem and sent it to them on 11/11/2013 (FEDEX Tracking #: [redacted]). According to the FEDEX tracking site, Cox received the package on 11/14/13. On 11/21/13, I was contacted by a debt collector regarding the unpaid amount for the equipment. I called Cox immediately after to rectify the situation, but they still had a debt on my account of $129.00, even after receiving the equipment back from me. The Cox operator ([redacted], employee #: [redacted]) placed an "equipment research request" in to find out where the equipment is, stating that it would take up to 5 business days to process. After seeing that Cox is both preying on military and incompetent, I filed this complaint.Desired Settlement: I would appreciate having a zero balance with Cox due to already returning the equipment. I would also like them to contact the Debt Collection agency and cancel their services against me due to the zero balance. This would ensure that Cox cannot charge customers for returned equipment and not preying on military members after they have moved from the area.

Business

Response:

November 22, 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 she experienced. We certainly do not want to cause him any frustrations.

Upon receiving this complaint, a thorough review was made to her account. Internet service was installed for this customer on February 12, 2013. During the order process there is a two-step function the sales agent needs to follow. 1. Add a code to the account that would bill the customer monthly and 2. As a one-time charge so the customer would be billed for the cost of the modem. The second function was missed so the customer never actually purchased the modem.

When the customer disconnected the service our billing system automatically added the charge for the modem because it had not been returned.

On or around November 6, 2013 the company mailed the customer a pre-paid FedEx box to return the modem. On November 21 the customer contacted the company and gave the billing agent the tracking number that showed the modem had been received at our office on November 14.

On November 22 the modem was removed from the customer’s account and the charge was reversed. The company also notified the collection agency to remove this debt from all credit reporting. The customer will also receive a letter informing him of this action.

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 800-###-###-####. Thank you.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: The last person I spoke to was being very passive aggressive with me. I was calling because my internet speed is not getting the speed I am paying for, I' am paying for 150 mbs and I getting 93 mbs not even over 100. The tech support agent was stating it was my Ethernet card that it cant support it. I explain that's impossible because it's a brand new PC. He started to be rude and wouldn't assist , he didn't take responsibility, blame the problem on my equipment and would move on from the subject that it was my equipment . I pay a good amount of money per month to be treated this way, and I demand a High up supervisor contacts me.Desired Settlement: I want them to credit me back the fee they charge for a technician to come out to just say "let me make call to turn on your internet" without even looking at the cables.. also want them to credit me the amount of days I wasn't able to get over 100mbs , and that the associate apologizes to me

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet connection. Additionally, we regret any inconvenience they may have experienced when discussing their concerns with a member of our Technical Support Department. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Regarding the customer’s concerns with their Internet services, we did attempt to reach them at both telephone numbers listed on their account ([redacted] and [redacted]) to address these issues but we were unsuccessful. During our research of their recent speed tests, it does appear that the customer is now receiving adequate speeds for their level of subscription. If the issue is still present, we do encourage the customer to call ([redacted] EXT: [redacted] and we will be happy to assist them further. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Consumer

Response:

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

I don't accept this response because , they haven't done anything to resolve the fact how rude the person was, nore the credit while I paying for the high speed and didn't get it..I need that to get refunded they can reach me at [redacted]

Regards,[redacted]

Business

Response:

We appreciate our customer taking the time to voice their remaining concerns with their Cox account. Cox Communications takes the satisfaction of our customers very seriously and we are dedicated to reaching a resolution with Mr. [redacted]. Regarding the concerns outlined in his complaint, we performed a full review of our customer’s account to gain a better understanding of the issues at hand. In our review, we were able to find evidence of speed issues with our customer’s Internet connection from 11/8/14 to 11/29/14. When speaking to Mr. [redacted] on 12/28/14 we acknowledged these findings and let him know that we would be adjusting his account billing for the Internet services on this date. As a courtesy we also waived the installation fee that was billed for the service call to his home that took place on 11/18/14.Additionally, we are truly sorry to hear of the poor experience Mr. [redacted] had with one of our technical support representatives. When speaking with our customer we assured him this experience is not indicative of the service that we strive to provide and advised him that we will address these concerns with our Technical Support Department leadership for future coaching opportunities.We are confident that at this point we have reached a resolution with Mr. [redacted] and it is our genuine desire to continue a positive relationship with him for many years to come. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted].Thank you. [redacted]Executive ResolutionsCox Communications

Review: My mother has been a loyal Cox Communications customer for 26 years and nine months.

On January 22, 2015, I called Cox Communications (with my mother's permission) to change the

name on her account and to also request a less expensive TV cable/internet package, as my

mother must reduce her expenses. Because my father,

[redacted] (whose name was on the account at the time of my January 22, 2015 call)

passed away, I needed to change the name on the account to my mother's name, [redacted]. The customer service representative ([redacted]), with whom I spoke, made this name

change for me. Because the name was changed on the account, [redacted] informed me that my

mother would qualify for an introductory offer that would last 12 months. [redacted] was very

pleasant on the phone, and she was kind to research lower-priced TV cable/internet packages

for me. [redacted] presented the following package to me (on a recorded phone line):

• "FLEX-WATCH PLAN" (OFFERING TV CH[redacted]LS 3-99 AND TV CH[redacted]LS 112-129 PLUS

SAME EXISTING INTERNET PLAN) FOR $69.99 PER MONTH ($74.22 INCLUDING TAXES);

AFTER THE 12-MONTH INTRODUCTORY PERIOD ENDS, THE RATE WILL GO UP JUST $10

TO $79.99 PER MONTH (PLUS TAXES).

• [redacted] WILL WAIVE THE $60 INSTALLATION FEE ($30 FOR CABLE TV; $30 FOR INTERNET).

• MY MOTHER WILL KEEP THE SAME CABLE BOX.

• AFTER THE 12-MONTH INTRODUCTORY PERIOD ENDS, WE MAY NEED TO PAY THE

APPROXIMATE $8 CABLE BOX RENTAL FEE AGAIN ON TOP OF THE $79.99 (PLUS TAXES).

This $69.99 per month plan ($74.22 including taxes) sounded perfect for my mother; and, with

my mother's permission, I secured this deal with [redacted] and we concluded our cal l.

On January 23, 2015, my mother and I turned on her television; and, to our dismay (espedally

because we had pl[redacted]d to watch a particular show), most of her extended cable stations were

out. t called Cox Communications to address the problem and was informed that the cable

TV/internet package that [redacted] sold to me on January 22, 2015 DOES NOT EXIST. Over the next 2

hours, I spoke with four different people at Cox Communications, asking them to honor this

package that was sold to me. [redacted] (a loyalty Supervisor), the last person with whom I spoke,

stated that he could not honor the $69.99 plan.

Accepting a plan that was sold to me by [redacted] is not my wrong-doing. The wrong-doing lies with

a customer service representative employed by Cox Communications, who sold me a fraudulent

deal that does not even exist. Fraudulent acts have consequences and cannot simply be

brushed off. During my two hours on the phone with four Cox Communications representatives,

all I asked is that Cox Communications honor the package that was sold to me. According to

the four customer service representatives, they could not honor that deal. I am quite certain

that Cox Communications can afford to honor a deal that they fraudulently made with a

customer. My mother has honored her agreements with Cox Communications by paying her

bills on time for over 26 years. If she ever broke her agreement with Cox Communications by

not paying her bills, you can bet that she would suffer the consequences. Your company is not

an exception.

My second complaint is regarding a customer refund check (dated February 13, 2015; check

number [redacted]; please refer to the enclosed original check) that was sent to my mother's

address. Please note that the check is addressed to mv deceased father, [redacted]. On

January 22, 2015, I explained to [redacted] that my father passed away and that I needed to change

the name on the account to my mother's name, which she did. Why, then, would Cox

Communications send a check to my deceased father?Desired Settlement: There are clearly some major disconnects, to say the least, at your organization. I hereby

request that Cox Communications do the following:

• Honor the Original cable TV/internet deal offered to me on a recorded phone fine on

January 22, 2015 (as outlined above), including the $10 price increase after the 12-

month introductory period.

• Re-issue a customer refund check to [redacted] (wife of deceased

[redacted]).

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 are working directly with the customer to provide a resolution.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution 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,

[redacted]

Review: I canceled my TV service with Cox due to poor quality of service and terrible picture in July. I was supposedly given credit for my equipment return but when I called them on the phone today September 02, 2014 I was told that I received the credit yet there is a 143.00 dollar charge on my bill saying that it is for credit. My internet bill is supposed to be 63.00 and a 10.00 charge for the equipment monthly for renting it. My charge was 98.00 for the last month and my past due amount is 205.00. I asked for an explanation but all I got was dates and when things happened from July. I am being charged a late fee but when I made a payment on the day it was due last month over the internet and the system said payment was good but it was taking a while and I would be charged when it registered. The system was actually down that night but Cox was running it like it wasn't so I was never charged the payment on the due date. Instead I am now being charged for a late payment when I had contacted the guy once I noticed the payment wasn't taken out 2 days later. The representative told me on the phone that it was Cox's fault and I wouldn't be charged a late fee. After talking with Cox today they said that I was credited for a late fee in July. That doesn't make any sense to me and I believe that since this is the only internet company out in Queen Creek, AZ that they feel they can do whatever they want because there is no other option for people to go with.Desired Settlement: I only want what I should be charged and I desire the 143.00 for equipment on my bill be removed as well as the late charge for the current balance.

Business

Response:

We were sorry to hear that a customer experienced confusion on his billing. In an effort to address all the concerns that the subscriber brought up to your office, we attempted to reach him by phone, but were unsuccessful.

We advised the customer in our phone message that his equipment charges were reversed on July 15 of this year, and also advised that we have waived the $8.00 late fee. Review of the customer’s ledger indicates that the customer is being charged the monthly rate that he indicated in his message to the Revdex.com. While we cannot go into detail in our Revdex.com response to address the customer’s questions on his monthly billing, we do suggest that he contact our Billing Department at [redacted]Call: [redacted], at his convenience. Our knowledgeable and friendly agents can address all of his questions and concerns.

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

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

Consumer

Response:

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

I have still not been reimbursed for the $168 I spent on equipment charges.

Regards,

Business

Response:

The customer states that he still has not been reimbursed for equipment charges that we billed him for on July 5, 2014. As we stated in our first response to the Revdex.com, his equipment charges were reversed on July 15 of this year. As a customer of our company, the subscriber has the ability to view up to 18 months of billing on line at [redacted], should he wish to view all of his charges, credits, and payments.

We don’t show that the customer has contacted our Customer Service/Billing Department for assistance with his bill, as we advised in our first response to your office. We do suggest that he contact our Billing Department at [redacted], at his convenience. Our knowledgeable and friendly agents can address all of his questions and concerns. We would like to point out that our attempts to reach the customer failed, as we did not have a valid phone number to reach him.

We hope this additional information has been helpful with closure to this complaint. Thank you.

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

Review: Cox is in the process of installing new equipment in my neighborhood, most or which is in my front yard.

Yes, there is a utility easement, but they want to install two new very large vaults in addition to their existing

large above ground equipment box and risers. I have asked them locate some of their equipment to the easement area of other lots or to common areas and to remove some of their old equipment so that I am not burdened with all of it, but they refuse. I was give no advance notice of what they are doing or the scope and the resulting impact on my property.Desired Settlement: Relocate some to their equipment to another location.

Remove their old equipment.

Restore my landscaping.

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 are sorry to hear that the customer is experiencing stress regarding the placement of the equipment in the public easement adjacent to his property. Due to the concerns that the customer brought to the attention of your office, our Construction Leadership Team has contacted the client and will work directly with him to answer his questions regarding the situation at hand. 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.

Cox made no attempt to resolve the complaint. They simply say they put their equipment where they please.

Regards,

Business

Response:

We are sorry to hear that the customer was not satisfied with our response to the Revdex.com regarding the placement of our equipment. We appreciate the opportunity that your office has given us to address the concerns in further detail. Due to the rebuttal of this complaint, we further reviewed the situation at hand. The subscriber states that our company made no attempt to resolve the equipment concerns. Our records confirm that our office sent the original Revdex.com complaint to our Network and Construction Leadership Team for review and assistance. Our Supervisor [redacted] made direct contact with the client on June 15, 2015, and explained that the new vaults were for the fiber equipment that is required to provide fiber to the home throughout his community. She explained city right of way (ROW) and public utility easement (PUE) and she also provided him with visual documentation on her laptop. He did agree that Cox was in the PUE. [redacted] also advised that due to the restrictions with this equipment replacement, we did not have another available location to place the fiber vault. We are sorry we were not able to provide your office with the answer that the customer was hoping to hear. We welcome customer suggestions; and it is our goal to always assist our subscribers in the manner to which they expect. We hope this information has been helpful to your office. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

Review: I was billed $30+tax for a ''self-intall'' kit on 8/15/2014 which I never ordered or received.Desired Settlement: I want the false charge for the kit and the tax associated with charge removed.

Business

Response:

September 13, 2014

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

We would like to thank the customer for taking the time to file her concerns regarding the charge for a self -install kit. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

On August 9, 2014 the customer called and ordered internet service. The work order was scheduled as a self-install meaning that the customer would install the interior connections and the company would activate service outside without entering the customer’s home.

A self-install kit is automatically mailed to the customer as it contains a welcome message, instructions on how to connect the service and the necessary cable and equipment/modem needed to connect the service.

The $30.00 charge is the standard installation charge for a self-install as opposed to a professional install which is $60.00. As a gesture of goodwill the $30.00 charge has been credited.

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: Cox is my internet service provider. My internet service abruptly ceased to work on August 27, so I called the tech help line and after some diagnostics, set up an appointment for a tech to repair my service at my home on Friday Aug 29th, between 8am-10am. When I called Cox at 10:30 that day to inquire why the tech never appeared, they claimed to have no record of the appointment. I scheduled a second appointment for Sunday Aug 31st, between 1-3pm (today). When I called at 2pm today to confirm that the tech would in fact be coming in the next hour, I was told that the appointment was cancelled and a new one scheduled for Monday, between 3-5 pm. This was done without any phone call, to tell me that today's appointment had been cancelled or to confirm that I was available for the new appointment. I know that no call was placed because the customer service representative said she had no record of any calls. After 3 phone calls (all initiated by me), an attempt to reach customer service via Twitter, and 2 cancelled appointments over 5 days, this has passed my threshold for reasonable delay in repairing the service. Really abominable communication, especially for a *communications* company.Desired Settlement: If my service is not restored tomorrow I will be canceling my service with this company and expect a refund of the ($30) set-up fee, since I only became a customer as of the second week of August. If my service is restored tomorrow, I will remain a Cox customer but I want my bill reduced by the number of days I did not receive service. I also want my rate reduced for one year. When I signed up with Cox I expected to be provided with reasonably fast internet service for more than two weeks at a time, for repairs to be timely (1-2 days wait), and for customer service to communicate about when and whether they would continue to provide this service. Since I have received none of these basic services, the service I am actually receiving does not justify the price I am being charged.

Business

Response:

September 9, 2014

Review: I odered home security from [redacted] and when the lady came to my house to sell it to me I advised her that I would not except the deal if I had to sign a contract for the product. She continued to press forward and assuring me that I was not siging a contract for the service. She advised me that I paid $99 for the hardware and nothing more. I continued with the sale because she told me that I was not signing a contract. Almost a year later we decide that we would not like the service and called to cancel it. I called and spoke to a lady and I told her that we needed to cut back on our bill because we could not afford to be paying that much any longer, so I had her change some of our services and to cancel our home security. The lady continued and said that my new statment would only be about $109 a month and never advised me of a concelation fee so I continued. When we recieved our bill it had a fee on there for canceling the home security service. Well I called [redacted] back asked them why I was being charged this and they said I sign a contract. I advised to them that was not the agreement I agreed to and that I told the lady that sold it to me that I would not want to continue with the service if I had to sign a contract. They told me that I was still held reliable for it because I signed the contract. I tried to speak to supervisors and they were not willing to help either, so I tried to reach out to the customer relationship team with in their company and they never responded back.Desired Settlement: I know I was suckered into signing the contract even when I said I did want to be stuck in a contract. I would like this be adjusted. I was provided the wrong information. I want to be able to come to an agrrement on this.

Business

Response:

July 18, 2013

Review: More than a year ago I decided to get telephone service with my other services. A tech came and gave me a new modem and took my old modem. He said that I get to keep the new modem. 6 months later I canceled the telephone service and Cox called and said I had to return the modem. I explained what had happened and Cox said they were going to start an investigation. More than a year later (on August 22nd) I got a letter saying that I was going to be charged a monthly fee for my modem that I did not return. No calls were made to me regarding the outcome of the "investigation". I talked to a supervisor in billing called [redacted] and she saw the issue. She gave me a free modem and asked me to return the one I had. 3 days later (August 25th) I got the new modem and returned the old one. Billing supervisor [redacted] promised that I was not going to be charged the monthly fee if I returned the modem before the 30th, which I did. I got my bill today and it did credit me for the new modem as free, but the rental fee is there. Billing supervisor [redacted] lied about the service they provide. She also lied about not being charged. On top of it all I also got charged extra on my TV and Internet services for absolutely no apparent reason. The billing cycle the same as the old one and no changes were made to the services. Yet I get charged an extra 20% on my TV and an extra 46% on my Internet. The incompetence of the staff has reached new levels. These poorly strained staff have absolutely no idea what they are doing or how to fix anything. Tonight I spent 30 min on the phone with billing to be transferred to a supervisor in tech support who can do absolutely nothing about billing. Then it was too late to be transferred back to billing because they had closed. Enjoy fixing this one up.Desired Settlement: I want the extra charges to be removed since NONE of this is my fault. It is not my fault one of their techs stole my modem. It is NONE of my fault Billing supervisor [redacted] is poorly trained and does not know how to do her job.

Business

Response:

[redacted] Case #[redacted]

Review: On March 24th I made a payment to my account in the Amount of $160 on the 26th the bill had not shown as pain in full so I paid the remaining balance of 162.84. That evening my service was aburptly interrupted and the screen prompted me call my provider which I did. The operator told me that no payment had posted and it could be because they were experiencing issues with the app. They had me post proof of payment to the recdoc.com email. the following day I again contacted the company in regards to why my service was off and I was told that it was due to the fact that when my service was interrupted in January for non payment they closed the account for non payment and because the tech on call did not know how to re open it she open a new account and reissued equipment. I was never issues equipment for a new account. I turned in my old box because it failed to reset after being shut off. The equipment fails regularly so this was no surprise. They wanted me to pay an additional $160 because they are not able to transfer funds. My response was since you were never suppose to open a secound account in the first place just turn my service back on. I live in a duplex it doesn't make sense that I have two accounts. I I only have one box which it clearly shows on your system because you stated that no equipment was issued. The company response was a bill sent requesting $999 and the return of their equipment in which then they would reduce that amount if I return the equipment. My response was return my payment and I would return their equipment because I no longer want to deal with your poor customer service and I feel as if it is a scam. You clearly can see payments on my account for which I have had for a year yet you tell me I open a new account a month ago and have not made one payment. This would be the third payment I have mad this year and there has only been three billing cycles. My account is not delinquent and it is fraudulent to say it is.Desired Settlement: I want the return of my last payment of 162.84 and cancellation of my service with no adverse action against my credit report. I would also like return of portion of the due amount of $160 return because of the service interruption that should not of occurred. I want it denoted that the second account was unauthorized and it was the mistake of company to open that account. I WANT THIS MATTER RESOLVED QUICKLY SO I MAY SEEK A BETTER SERVICE PROVIDER! Thank You !

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

Review: I called The [redacted] Internet Sales number listed on the [redacted] communications web site and their agent promised a free internet installation. My 1st bill shows a charge for $49.99 professional installation fee. I have called multiple times, the first agent promised a form would be sent and the fee would be removed. She stated it's common and not to worry, the mistake would be taken care of. The next time I spoke with a man who left me on hold for over 30 minutes, then came back and told me I had gone into a retail store and would have to speak to the retailer regarding the installation charge. I asked to speak with a supervisor and the agent told me the supervisor would not help me either. I explained again, I did not go into a store, I called the [redacted] sales number listed on thier web site and their sales agent promised a free installation. The man stated [redacted] never waives the installation fee. I explained [redacted] sales agent used an unethical sales practice to get me to sign up and the next call would be to the Revdex.com. The agent put me back on hold, I waited for over 40 minutes total, only speaking to the customer service agent for a total of 3 minutes and hung up becuase the agent obviously did not want to help me or transfer me to a supervisor as I requested.Desired Settlement: Waive the $49.99 installation fee as promised by the [redacted] internet sales agent as promised and agreed upon for me to sign up for new service.

Business

Response:

June 6, 2013

Review: We had a Cox Home Security system installed in March 2013. We have had various problems with it's operation. When we telephone for repair we are either placed on hold for an extended (more than 20 minutes) time, disconnected or a repair visit is scheduled without anyone showing up.

We have ask to have the system removed and have been told we must pay a total disconnection charge and early termination fee totaling $165.00. On two occasions we stayed home to meet with their service people to disconnect and they never showed up.

We feel that our time has not been respected nor their agreements followed through. We have various record of being texted several hundred times for a door opening and closing repeatedly all in the same time frame, have had the battery swollen and replaced which the service person said was close to exploding, and the system not responding to doors being opened or closed at numerous times. We have record of calling numerous times in the last 2 years for correction. We have been disconnected from Cox technical support and have never been telephoned back after they have expressed they have our telephone number and would telephone us back if we were disconnected.

Cox security makes us feel that we are bullied and forced to tolerate their very bad service by their conduct and unnecessary pressure that we are forced to pay their early termination fees.

We have experienced people walking into our backdoor during the night and there was no indication from the security system. We have called various times for repair or replacement and have not had anyone show up. We are not to be considered fans or supporters of Cox Home Security.Desired Settlement: To refund us for at least two months of service and disconnect and remove their system without any fee's, penalties, cost or further charges.

Business

Response:

Revdex.com Case # [redacted]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 contacted our customer to address their concerns and are currently working to provide a successful resolution.Thank you for your time and consideration.[redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region