Cox Communications, Inc.

Review: Cox sells a fast internet speed, but fails to tell you that they will purposely slow your speed down if they think you're using too much of the internet. So, I pay for some of the fastest speed they sell, but when they think I'm using too much of the internet, they slow it down!Desired Settlement: Stop slowing my internet down and restricting how much I can use

Business

Response:

It is always our goal to provide our customer with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding the speed of his internet service. Our records show prior to our customer contacting the Revdex.com our records show we had not made a visit to his home since December 8, 2012 to address any service issues. On August 12, 2014 we spoke with our customer who explained he connects to the internet with a wireless connection and found he was able to connect through his VPN faster in his office than through his home connection. On August 14, 2014 we visited the customer’s home. We installed a Netgear single band gateway which was permitting speeds in the 90 to 98 Mbps range and we shared the results with the customer. The customer is receiving speeds within range of the speed he subscribes to. Cox guarantees service up to the modem. Cox is not responsible for signal interruption or loss after the service reaches the customer’s modem. Cox did not set up the customer’s wireless system but as a courtesy during our visit we made some changes to the customer’s configuration in the home to help improve streaming video content. The customer is using a VPN (Virtual Private Network) which provides remote with secure access to his employer’s network. Since the route information sent through the VPN can vary and are not be controlled by Cox we cannot guarantee the speed to and from the VPN. The customer mentioned the speed is faster when accessed from his office than when accessed from his home and that is because once the information leaves the office it can travel many ways which will affect the speed. But we were able to show the customer he is receiving between 90 and 98 Mbps during our visit.Cox is not slowing down the customer’s internet speed which we verified and showed the customer during our visit on August 14.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for any inconvenience that he feels we have caused him.Sincerely,[redacted]/Office of the General Manager/ Cox Communications Executive Offices/Arizona

Review: I contacted COX in January after I decided to switch to [redacted]. I called to cancel the service and a representative informed me he would discount the internet to $20/month to avoid a termination of the entire service. I was canceling the TV regardless but was open to internet providers so I took his word on the $20/month service for internet. The monthly statements have came in at $62.99/month since. I have called to get the billing corrected to the promised price and was told they are working on applying the code, and that was from a manager in April. I was on hold for 30 minutes today trying to reach a supervisor and have no choice but to file a complaint. I believe they are crooks and would like a refund of my over payments for the past 5 months.Desired Settlement: I have been paying over $20/month and would like the difference between the promised price and what I have been paying refunded. I would also like an written apology from the company.

Business

Response:

We would like to thank the consumer for taking the time to file his concerns regarding the monthly rate on his Cox account. Please let me begin with an apology for challenges that he has had in resolving his concerns. We take great pride on providing top-notch customer service to our customers and we hope that this information will provide him with the facts that he is seeking. · The customer contacted Cox by phone on January 6, 2014 and spoke with our agent. Our agent went over pricing options with him and placed the customer on a special campaign to reduce his monthly Internet rate by 50% for six months. At the time this campaign was placed on the account, the Preferred Internet service was $55.99. This was to provide him with a monthly rate of $28.00 per month for Internet for six months; expiring on July 7, 2014. His January 12, 2014 statement reflected the $28.00 monthly rate.· January 14, 2014 – the customer called and disconnected his cable service and the Internet discount campaign was also removed from the account. · February 2014 -- Cox increased our rates and the Preferred Internet service was now $62.99 per month. We provided the rate increase information to our customer on his February 13, 2014 statement.· March 19, 2014 -- Customer called our Care Center regarding the higher rate on his Internet service. Our agent credited the account for the difference on the February bill and filed a ticket with our IT Department to add the 50%/six month campaign back on the account. · April 14, 2014 – Credit was applied to the customer’s account to bring his monthly rate to the campaign price while our IT Department worked to reinstall the 50% six month campaign back on the account. This credit covered the pricing for March 2014.· June 27, 2014 – IT applied the six month campaign, retroactive back to May 12, 2014. Retroactive credits were placed on the account backdating and covering the differences in the monthly rate for May 12 – July 11, 2014.· The customer currently has the 50% off/six month campaign on his account providing him with the monthly rate of $31.50 = 50% off the current* Preferred Internet rate of $62.99/month. This campaign will expire on November 11, 2014 and the rate will increase to the standard rate at that time. As outlined above, Cox has committed to providing the customer with additional discounting beyond the six month campaign as was added in January. As of this date, he has received discounting for five months and will continue to receive the discounts through November 11, 2014. It is our hope that the information we have provided will assist in the resolution of his dispute and regain his confidence in our organization. He is a loyal Cox customer and we want him to know that his patronage and loyalty is important to us and we appreciate him. For future assistance with any other issues that may arise, he may call our Customer Care Center at ###-###-####Call: ###-###-####. Thank you. [redacted]Executive Resolutions SpecialistOffice of the General Manager*All of Cox rates are subject to change.

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 was informed the monthly payments would be $20/month or I would have cancelled the service. I can get internet for $20/month somewhere else. Please have them listen to the calls where I was lied to.

Regards,

Business

Response:

We would like to thank the consumer for taking the time to file his concerns regarding the monthly rate on his Cox account. Please let me begin with an apology for challenges that he has had in resolving his concerns. We take great pride on providing top-notch customer service to our customers and we hope that this information will provide him with the facts that he is seeking.

I have reviewed the customers’ account and the response dated July 14, 2014 and have decided, as a gesture of goodwill, to apply a one-time credit in the amount of $17.50 to this account. This amount is the difference between the $31.50 and $28.00 ending on November 11, 2014 which is when the special rate expires.

For future assistance with any other issues that may arise, he may call our Customer Care Center at [redacted]. Thank you.

Executive Resolutions Specialist

Office of the General Manager

Review: I have had Cox services since 2008 and I moved to my new home in 2012. I had called Cox to make the address change and the agent stated that since I was moving she was able to give me a promotional price which I agreed to. I then called today to cancel my television service, but keep my internet and secuirty system, and was told that I would have to pay $110 in early termination for my "contract." I stated that I did not sign a contract and was told I agreed to it verbally. I stated that I didn't ever agree to a contract but a promotional rate and that I was never told it was a contract and refuse to pay for something that was not adequately explained to me as being a contract nor did I sign anything. The agent said well you agreed to there is nothing I can do and he charged me the $110. These business practices are not ethical and possibly unlawful depending on the explaination of services and conditions.Desired Settlement: I want to be refunded the $110 dollars for this termination fee. I want to keep my services at Cox but am really dissatisfied now as a result.

Business

Response:

We were sorry to hear that our customer experienced confusion regarding his services and bill. Due to the complaint filed with the Revdex.com, a thorough review has been completed on the account.Our records confirm that on May 31 of last year, the customer entered into a Price Lock Guarantee (PLG) agreement with us. This arrangement guaranteed prices for service for two years; until May 30, 2014. Because the customer did keep the data service, the $44.95 Early Termination Fee (ETF) has been removed from the account. Due to the contract details that were sent out on the customer’s bill in June 2012, the $57.64 cable ETF fee is valid.We hope this information has been helpful to the customer, as well as the Revdex.com. We suggest the customer access his bill as well as the agreement details on line at www.cox.com/arizona. The customer will be able to view up to 18 months of his Cox billing on line.Thank you for the opportunity to address the concerns that the subscriber has brought to the attention of 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.When I called Cox I was told that I entered into this Price Lock Agreement over the phone. When I asked to hear the recording where the details were explained to me, I was told that I had then entered into it via the webchat. I stated that this is great, and I'd like to see a transcript of the webchat where it was explained fully to me about this cancellation fee. I was then told that I'd have to subpoena Cox to get this transcript but I was still going to be charged this fee because there were "notes" in the system. I could really care less what I representative wrote in the "notes" I want to see proof of a contract or agreement as Cox calls it. If there is no proof I cannot be charged any fees. It makes no sense to me why Cox wouldn't produce an agreement unless there actually is none.Regards,[redacted]

Review: I am tired of Cox fooling me around. I moved and opened a new account with them. To make it short and simple, I am told on the phone that the internet service alone for $49.99 is for 12 months. However, when I go online, it shows that for 12 months. When I call them, they have no explanation other than "no, it is for 6 months". This is not the only scam of this kind that Cox "offers". For quite a while I received mail offering me a home phone service for 6 months! When I called, they insisted on 3 months for that price. I AM TIRED OF THIS! Can Cox not finally be clear and I mean CLEAR and straight out and simple with their offers and services? What is becoming of this world? I request a service of the same price ongoing, whether I downgrade or upgrade, without worrying. I want to be told the truth on the phone and online. Otherwise, I will have to switch companies annually. I don't care. I can only hope that the future will be simpler again. I don't even use TV Service anymore and boom pay $9.99 more because of I do NOT use TV!!!! WHAT?????!!!!!????? SHAME ON COX !!! I should have a choice that suits my finances! Even my cell phone company learned from errors and is constantly improving. That does not happen a lot in this world. I am unable to file a complaint online about this. My customer account number is: [redacted] Please let me know what other information you may need.Desired Settlement: Lower prices. I am asking that my price be downgraded to what I would be required to pay if I had TV, which in my case is $40. That still is too high!!! Cox knows that. 20 bucks for regular Internet and a middle speed offered as well. They offer either 5mb or 25mb or stating "up to 50mb". That doesn't explain it clear there. Is there no 10, 15, 20 etc? I feel treated unfairly. No clear statements whenever I talk.

Business

Response:

We were sorry to hear of the confusion that the customer experienced with her bill. We reviewed the account and corrected the discount code to a 12 month campaign, as the customer was originally advised by our Sales Department. We contacted the consumer directly by phone and advised her that the corrections have been made to her account. We apologize again for the misunderstanding, and sincerely regret the inconvenience the client experienced with our company.

[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.

The reason I reject is that I am told that the new monthly amount is 40 cents more than my current rate. Even though that would go for 12 months, I request the exact same rate as I currently pay every month. Also, I would like some technical person at Cox' end to check that my speed is truly the one that Cox says I receive and pay for.

Again, I request the same rate that I already pay and accept the 12 months as I was told. But I refuse to pay 40 cents more. May sound like a ridiculous amount, but if that is done to every costumer, then it is clear how much more money goes to Cox and I call that fraud!

Feel free to call me again on the number that I provided and we can certainly discuss this within a few minutes. I was unable to return the call, because I was working and had a lot on my mind.

Thank you.

Regards,

Business

Response:

We were sorry to hear that the customer was unhappy with our first response and proposed resolution to her rate quote concerns.

While we currently don’t have a campaign available that ensures the customer is charged forty cents less per month for data for one year, we have accommodated her request by applying a onetime credit of $4.80 to her account today. This credit of $4.80 ensures that we have honored the lesser fee that she was originally quoted. The $4.80 credit will appear on the customer’s next billing statement.

In regards to the customer’s request for a speed check on her Internet Service, we suggest that the client contact our Customer Service/Technical Support Team for assistance. Our trained and qualified technicians are available by phone to troubleshoot and assist our subscribers at their convenience; as we are open 24 hours a day, seven days a week, and 365 days of the year. Our agents can check signals, speed levels, and make a multitude of corrections by phone. Should we identify a problem that we cannot fix by phone, we will gladly schedule a technician to the home. We can be reached by phone at [redacted], or via our website at [redacted]. We offer Live Chat or email correspondence for our customer’s convenience.

We are sorry again for the difficulty that the customer encountered with our company. It is never our intention to mislead or deceive a valuable customer. We hope that we will be able to regain her faith in our company. Thank you.

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

Review: I had previously authorised an auto-bill pay amount of $170 as remittance towards a Cox Communications bill, for my usage in the month of March-April. This payment was originally scheduled for April, 4, 2014. However, a day earlier,I posted them a Money Order, towards the account. I phone their collections department, concerning this, and they refused to accommodate my request, performed the charge, thus setting my checking account in arrears. I have tried several times to have them eliminate the actions, filed an electronic fee complaint with my bank, BBVACompass of Arizona,who refunded the charges. Now. after several unsatisfactory, phone exchanges, with Cox Communications, they acknowledge receiving my money order, however are still charging me $170 in addition to the original bill, created a service interruption in my services.Desired Settlement: I want them to eliminate the $170 charge, restore my billing to original amount and accept a payment I would prefer to remit on April 2nd, otherwise I will seek service form a more reputable ISP carrier

Business

Response:

April 28, 2014

Review: total failure

I am a disabled 60 year old veteran. It is a hardship for me to visit my local Cox office. So when I have bin to this store over 20 times in a year. Every month for billing issues, and service.

My last visit was with the store manager Heather. She asured me she could resolve my issues. When I left her office I had a 3$ ballance. My next bill was for 275$. I had an install that was not completed, The technition did not have a small peice of plastic that makes the hole in the wall look clean. No one ever came back . The tech was not a offical service, You know old pick up truck with a cox sign on the door. I have never had a good picture on my T V with Cox .

the cox rep at best buy looked at my information and said I have the wrong box? And heather said she would send a offical Cox tech a supervser. Same thing old pic up truck. So as of today I will reture to the store to return Cox equipment.

To sum up EVERY TIME I TALK TO A STORE REP AND AM ASSURED EVERY THING WITH BE GOOD AND EVERY MONTH I RETURE TO THE STORE TO RESOLVE BILLING AND SERVISE ISSUES.Desired Settlement: I would give COX the oppertunity to do the right

thing. However I do that more than once a month now. And that has not worked out well. Whats left for me to do except add my complant to the list ofothers ?

Business

Response:

April 21, 2015—Revdex.com complaint # [redacted] We were sorry to hear that a former customer is unhappy with our company. Due to the concerns that the former subscriber brought to your attention, we attempted to reach him by phone. While we were not able to speak to him, we did leave him a message and invited him to call us at his convenience. Should he decide to call us back, we will be happy to discuss his concerns. We also brought his complaint concerns to the attention of our Store Supervisor and Manager for further review. Thank you for the opportunity to assist. [redacted]/ Cox Communications Executive Offices/ Arizona

Review: Have been overcharged for service for 6 months by $37.98 per month. Have spent hours (on hold mostly) on phone with Cox but no credit on bill.

Responded to a "we want you back" mailing from Cox. We had phone and internet with them but not cable so...we decided to sign up for the bundle they offered of $132.99. When we were reviewing our expenses a couple of months later, we noticed we had been overcharged. I know there are taxes etc that always increase the bill to more than the promised bundle price but this was something more as our monthly bill was almost $200. When we analyzed the bill, we discovered the "bundle" overcharge which amounted to $37.98 per month. We have contacted the company three times, each time being an hour or more process. First time, we were promised a call back that never came. Second time it was going to be sent to "the back office" with no result. Then we got some action as they finally reduced our bill to what it should be (which is $156.44 including tax) and would credit our account for $100 because it was their policy not to credit more than $100. Well, we were okay with that even though the overcharge amounted to $227.88 at least the ordeal would be over (now over three hours of my time for their mistake) but....when the bill arrived it was for the new amount of $156.44 but without the $100 credit. I don't want to sit on hold for an hour today and I am no longer happy with $100. I want a refund of what I was overcharged and not one cent less. The next time Cox says "we want you back", I think I will turn and run.Desired Settlement: $227.88 refund for overcharge.

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding his billing issue. We sincerely regret the inconvenience that he has experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. As a result of this review the additional credit was given. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. If there is any way in which we can be of further service, we ask that he contact our Customer Care Center at ###-###-####. Thank you.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

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 the business performs this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: I have had to call 7 times to resolve a billing issue- I have never been late paying my bill and reduced my plan with Cox. I was told my new bill moving forward would be $174.30, then I am told it will be $180.91 but I now owe $188.26 for charges that I have been told would be removed twice. They continually disconnect or hang up on me ([redacted]).

I refuse to pay for mistakes on their part.

When asking for a supervisor I am hung up on.

I want this taken care of. I will be returning to [redacted]. I never had any issues with them and they know how to treat their customers.

I want a call from a director, these billing issues taken care of, and a written apology from every person at Cox Communications that has hung up on me.Desired Settlement: I want a call from a director, these billing issues taken care of, and a written apology from every person at Cox Communications that has hung up on me.

Business

Response:

May 5, 2014

Review: I have been eligible for the social security rate for as long as the company has been authorized this rate by the FCC. I have filled out the form within days of its being sent to me for re-certification each year. Somehow, my form mysteriously is "lost" by the company for several months each time. Each time I RE-send the form, and it still takes them several months to correct the issue.

THIS year, I again filled out the form and sent it in promptly upon receipt. My bill amount did not change, so I assumed my form was received and processed correctly. Two months later, Cox RETROACTIVELY unbills my SSI rate and RE-bills me the higher standard rate. Yes, AFTER the fact. By the time I discover this sneak attack, I have been billed DOUBLE the rate I had been paying, for the past several months in arrears (originally billed at my correct rate, but then UNbilled, and REbilled at the higher rate, long after the corresponding billing periods had passed).

I called and was told they "did not receive my form".

I sent it in AGAIN, via fax, that same day.

It is now another 2 bill periods passed, and they are STILL billing me the higher (double) rate. Since I can not afford this double billing, I am canceling my home phone service, however, I have been double billed now for several months. They possess the verification that I am now, and have continued to be, eligible for the social security rate, yet are billing me the double rate anyway. Since they have now used up many months of my monthly budget for no reason, I can no longer afford to have phone service. If I knew how to contact the FCC I would contact THEM and let them know how Cox is bdizing their program, which is intended to make sure low-income social security recipients with disabled dependents can access 911 and other necessary medical services; Cox is managing to do just the opposite.

Cox is purposely "losing" re-certification forms in order to over-bill customers eligible for the social security rate. They have done it to me consistently each year, despite prompt submission of the re-certification form. There is NO contact from the company, except to inform that you will be cut off if you don't pay the standard billing amount, which is several months' worth because they have gone back and re-billed you a higher rate going back several months, claiming they never got your form!

Lies, deceit, and trickery!Desired Settlement: Refund the amounts I should NOT have been charged because they know very well they received my re-certification form, not once but TWICE!

Business

Response:

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

Review: We had Cox for a while, and as soon as a different company offered us a better deal we decided to make the switch. That same day in front sales manager from the new company asked me to call cox to find out if there was a cancellation fee or if we were under a contract, so we did and we were told over the phone that we were on a month to month payment and that no contract was in place although we were told that we need it to return the equipment back to cox. so now we are a month after we told them that we wanted to cancel and we are getting harassment calls telling us we owe them money. we have tried over and over again to cancel our service not only does cox continue to transfer us to about 20 different people to make the "final transaction" but we have been told a cancelation expert by the name of "[redacted]" was going to call us to let us know if we had to pay anything. well its been a month and nothing. If I were you I would run far away from this service. I am contemplating on making an official claim with the Revdex.com and going to the state attorney general because this is a bunch of crap Cox is trying to feed us.Desired Settlement: we just want to cancel the home security service, and I was told we were not under contract we should not have to pay anything since we have already returned the equipment to the cox store located in [redacted] az.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their Cox Home Security service. 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 Cox Home Security service, we were able to speak with them on 3/17/15 to address their concerns. During our conversation with our customer, we explained that while we absolutely understand their frustration regarding the call they made to our support center in February, the contract they agreed to in July of 2014 would still be valid. Due to the inconvenience, we did provide an adjustment to the account and per our customer’s request, processed a closure of their account. We are confident that as a result of our conversation with our customer that the issues at hand have been resolved. We truly hope that in the future our customer reconsiders Cox as an option for their service needs. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Review: I cancelled my TV service and then sent back the 3 receivers I had, in their provided boxes with their [redacted] labels. I received the boxes on 1/27/14 and dropped them off at [redacted] on 1/30/14, the boxes were delivered to Cox 1/31/14 at 9:09 AM, I have the tracking numbers to prove this. On 2/11/14 they added a charge to my account for $157.00 due to them saying only 2 of the boxes were received. On 2/27/14 I called and provided them with the tracking numbers showing that all 3 boxes were delivered with date and time. I was then told that I should have the $157.00 removed from my bill within 3 to 5 days. On 3/14/14 they debited my bank account for my bill plus the $157.00, which I immediately called them. In the last 12 days I have talked to 10 different people and 4 different supervisors and have still not received a resolution on this matter. No one from Cox has called me back to tell me what is going on and no one can give me a reason for the total unprofessional way that this has been handled. I can not even get anyone there to give me a person to complain to other than customer service, who can't do anything but take the complaint.Desired Settlement: I would like this to resolved with the money back in my bank account ASAP. I would also like them to provide a way for their customers to file complaints with their company with someone that can really take care of an issue, without giving the lame excuse of it will take us 3 to 5 days or 5 to 15 days. This was not my fault in any way shape or form and I am the one being punished and they just don't care.

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 equipment charge. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

The customer disconnected video service on February 1, 2014. On February 11 the customers’ account was charged for an unreturned receiver. Research as to where this receiver was hampered by the customer not providing the correct tracking numbers.

The unreturned receiver was removed from the account on March 19 and the associated charge was reversed. Additionally the charge the customer incurred as a result of this was reversed and placed back into his bank account.

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

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Consumer

Response:

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

Unfortunately Mr. [redacted] is wrong on his account of how this was handled. I think it is unbelievable that he was blaming me for "not giving the correct tracking numbers". What an absolute joke, I not only gave them the correct tracking numbers, I gave it to them 3 times. They are a big company that totally screwed up something and now can't accept the blame for their lack of customer service, what a shame!!! This was only resolved because I tracked the packages and told them when and where they were delivered, no one even looked into it until I did this.

So I do not accept the lack of responsibility that they are showing in this situation. Mr. [redacted] needs to really look into this with an open mind and not assume that the customer is the one who was wrong.

Regards,

Review: Cancelled services, a month later got a bill for $93.12, Cox claims equipment. I returned the equipment upon cancelling, turned me over to collections

I cancelled services with Cox in early March, things went fine and they Rep I spoke to made sure everything was paid for. I checked my online account status the next day to confirm everything went over well, my account had a balance of 0. A month later I received a bill for 93.12 and Cox claiming I still had their equipment. I called and was told they would make an equipment query and it would likely be found, they would let me know if it wasn't taken care of. Today (June 16th) I received a letter from Cox stating my account was still outstanding and that they HAD TURNED IT OVER TO A COLLECTIONS AGENCY. Now my credit is going to be botched due to their screw up. I returned their equipment (cable internet modem) when I cancelled services. My name, account number, last four of social, and the device were all collected by a Cox representative. Also, according to my online account information with Cox, I owe $3.12 not $93.12. I do not know if this is due to them giving it over to a collections agency or what.Desired Settlement: I want my account balance to reflect that I owe Cox communications $0.00 and I want my credit history intact without a collections agency screwing me over.

Business

Response:

July 14, 2014

Review: I called Cox Communications in early December 2015 and talked to Rueben. He started out saying my bill would be 99.99 each month for the bundle deal of PC, TV and Homelife Security. Then that went up to $120. each month. Then it actually was $154.67 each month. He called it a 4 premier package then that became the silver bundle. He said I would get a free $100. Visa card for signing up. I get my first bill and I expect the bill to be about $120. and it turns out to $673.97. I called right up and was told it was equipment which was $487.99 of the bill. I paid $150 to buy my PC modem. I told them I was a senior citizen who's only income in well below the poverty level so there was no way I could pay that. That that was never mentioned to me. I said I wanted to back out of having all Cox services. One manager said no, I had signed a contract and another manager told me that a man should have come to my apartment and talked to me about everything and then I would understand all services and expenses. She said that negated my contract. I had called before 7 days was up into my new service. So I made 3 monthly payments and finally paid all that $673.97 plus all the new monthly bills in the meantime. I then called on 4/2/16 to ask where my $100.Visa card was and was told I should have gone online to apply for one and NOW it was too late to get one. Her name is Amanada who is a manager for Cox. I have done everything on my part and expect to get my $100. Visa card and not have to have all this hassel. I have suffered financially and mentally through out all this process. I feel lied to on my original order in 12/15 that I started in good faith with Cox by Rueben and I feel lied to by Amanda about the $100 Visa card. I wonder how many other people have been lied to and ruined financially by Cox Communications. I am having to pay too much each month and I feel I should get my $100. Visa card with no more problems. It is what I was promised when I originally signed up with Cox.Desired Settlement: I want my $100. Visa card that I was promised on my original phone call to start service with Cox Communications.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing and rebate card. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed her concerns. We appreciate the feedback that was provided on this experience. Please know our customers experience has been forwarded to the proper leaders for potential coaching. In regards to her rebate we were able to verify her offer and would like her to know she will receive her card within 2 weeks. Furthermore, as an added courtesy to our customer we have applied a $25.00 credit to her account to remain in good faith with our customer. This credit was applied on 4/8/16 and will appear on her May 2016 billing statement. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

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,

Joan B[redacted]

Review: I purchased Cox Home Security as a long time Cox Internet and phone customer. This was a HUGE mistake. The product NEVER worked and customer service was beyond unhelpful.

The touchscreen was frozen 80% of the time and we did the reset and all of the troubleshooting that was told we should do. The "Retention Manager" "[redacted]" was the rudest, most condescending customer service person we have ever dealt with. We left him several messages with no return call to try and resolve our issues.Desired Settlement: I would like a refund from the Home security service that never worked. As a very long time customer of Cox for other services I would like this to be resolved.

Business

Response:

[redacted] Case # [redacted] We are sorry to hear of the issues our customer has had with their service and our customer service. We have attempted to directly contact the customer by telephone and e-mail at the contact information provided. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: On 05.28.14 I went to Cox website. I currently have a package through Cox. I saw that I was able to upgrade my internet speed for $5 month. I clicked on that promotion for current customers, it went into my shopping cart with an upgraded price of $11.99 month (NOT THE $5 ADVERTISED PRICE FOR CURRENT CUSTOMERS). I was browsing the TV lineups and bundle packages. Under my current TV line up, the website says that the Variety pack "To get this channel, add the Variety Pak to your order" for an additional $10/month. This would be an additional $22/month +taxes always to my current bill. I placed the order and received an order number and said I would get a confirmation email. I received NO email and no changes in my services.

I called the 24/7 customer support and was told that I was not able to add these services and would need to upgrade my package even further (up 3 packages) in order to take advantage. I asked about why this was an option on the website and walked Jenny to where I was seeing this. She again explained that this was not an option to my account. I hung up and called the Phoenix Corp Headquarters number I was given when I needed to call from an error at install that took 2 months to straighten out and was given a representative across the states.

[redacted] explained that the website was wrong and I was reading the optional package wrong and what the message of "to add this channel add the variety pak to your order" really meant was if you had certain packages already, and I would need to upgrade. That this was a system requirement. I inquired about upgrading and this would increase my bill $55/month for a year when I agreed, I was then told that I did not qualify for that package because I was not a new customer.

I was then transferred to the Loyalty Department where [redacted] put together an offer of an upgrade that would increase my bill $75/month for 6 months. I was apologized to for misunderstanding the website when I again inquired why I was required to upgrade when their website listed the Variety Pak as an option for the 4 lower packs then what I was being offered. I was also told that the upgrade internet special that was listed under "my account" page was not available to me either with the package I had.

I am concerned that the website is offering specials, options, deals without any listed exceptions through the information, ordering, confirmation process but will simply not process and force you to call in where you are being forced to upgrade for less terms.Desired Settlement: I would like the order that I placed. The upgraded internet of $11.99/month and the variety pak for $10 month with no terms in pricing. If this was not an option for my current services it should have been very clear and should only be listed under the packages this is eligible for.

Business

Response:

We would like to thank the customer for contacting our company via the Revdex.com regarding her desire to add additional services to her existing Cox account we apologize that the customer was unhappy with the assistance she has received thus far and hope that the information provided in this response helps to clarify Cox’s stance on this matter. The customer is currently enrolled in what we call our Flex Watch duo bundle. This promotional offer allows the subscriber Advanced TV service, HBO, Starz, waives the monthly receiver rental fee, and includes Preferred High Speed Internet service for $59.99* before tax for the first 12 months. The pricing raises $20.00 to $79.99* per month before tax for an additional 12 months. This is a highly discounted rate for both services as normal rate card pricing for these services is $158.96 before taxes. By having this heavily discounted rate the customer saves almost $100 a month. Because of the amount of discount provided by this bundle, the customer is not eligible for other promotional offers. In order to upgrade either the internet or cable television services her account would be subject to normal rate card pricing. On our website we place the caveat that the promotional offers cannot be combined with any existing promotional offer the customer may be on. We apologize for the confusion, and have sent the customer’s concerns to our corporate Webmaster for review so we can make sure that this disclaimer is more prominent. We thank the customer and the Revdex.com for the opportunity to assist. We are always available to all of our valued customers at [redacted]. Thank you. Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona*may be subject to any general rate increases

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.

My current package has been explained to me several times. My concern and complaint is that the cox official website told me my package and details and showed me what was available to upgrade to with my current services. I placed an order and it was processed in your system with my current package. I received no communication until I called in. After accepting a semi reasonable explanation and agreeing to upgrade, I was then told 3 different prices for the same service - therefore the whole situation is my complaint not that I am misunderstanding my package of service.

Regards,

Business

Response:

We are sorry to hear that the customer did not find our previous response satisfactory. We understand the concerns she has raised and have brought the concerns regarding the website to our Webmaster for review and if necessary correction. We are sorry the customer received inconsistent information regarding the price for upgrading her service. We’ve provided the appropriate coaching to the representatives she’s spoken with and are happy to apply a $25.00 credit towards her next month’s bills as a show of our commitment to remaining her trusted provider. Thank you for your time and consideration. Respectfully,[redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Review: Cox Communications offered to save us money by installing some equipment into our home. My wife gave permission for them to come and set up an appointment. When they came, I was home and they looked around and said that we already had long distance service. I told them I knew that as they had not specified the type of service they were doing. I told them we were fine with the service we had and the Cox representative left our home. Unbeknownst to my wife and I, they called our long distance carrier, ([redacted]) and canceled our service on November 24, 2014!! We did not authorize this nor did we cancel the service. Next, they started charging us for long distance service through them. I stopped payment to Cox after calling them two times to figure out what was going on with our bill!! It was when I called [redacted], (our long distance carrier), that I found out their service to us had been canceled. It has since been reinstated by me and that is fine!! We also called Cox to cancel their services on January 6, 2015. We never heard from them but the person I spoke with that they would cancel the service. However, yesterday, we got a notice (dated February 18th), that to bring our account up to date with them, we need to pay $788.16!! We believe we have canceled our service with Cox Communications and have changed our phone number. Our phone conversations with them have been to no avail--I even talked with a supervisor and she said she would check into it--but we have never heard back from them!!We are asking that this bill be significantly reduced by Cox' removal of all long distance charges.Desired Settlement: We want a reduction for all long distance services from Cox and a notification that the account is terminated.

Business

Response:

[redacted] Case # [redacted] We are sorry to hear of the issues our customer had with their account. We have attempted to directly contact the customer to by telephone and email. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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

March 10I am playing phone tag with Cox[redacted]

Review: My internet and telephone service with Cox Cable keeps on defaulting and when I call the customer service representative either puts me on hold forever or passes me to another company. That company then tells me that the fault is with my cable company. I installed a landline because of emergency issues, but if it does not work all the time, what use is it. They sent a repairman a couple of weeks ago and he did not find fault in my house. He said the cables are out of style, they are useless and when they fix them, right away they have another issue.Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Other (requires explanation)Get the job done. Also all those days that I had no service need to be refunded; when I call the use of my cell phone is expensive,. Last night they kept me on hold for 21 minutes and then for 15 minutes before I hung up.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her Internet and telephone services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.When speaking with our customer on 1/22/15, we were able to confirm that their services are now working as they should be. Additionally, we were able to confirm that an adjustment had been applied in the amount of $23.10 for the technical issues she experienced with her services. We appreciate our customer working with us throughout the issues they experienced and we are very happy to hear the issues have been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications

Review: They promised a rebate on a visa card, but sent us a bad check. Today they told us they can not honor or resend it, stating banks can cash it.
We dealt with Uriel at Camelback Colonnade Solutions Store�®
1945 E. Camelback Rd., Ste. D-2
Phoenix 85016, which he gave us the run around. He keeps saying we can cash the "check", but no one will due to lack of issued date. He refuses to send us the gift card as promised, and gave attitude when we tried to fix the problem. My lawyer suggest to report them to you and cancel services, but our building only allows for Cox. We are at a loss, and were screwed over with money due to Cox. They also promised free HBO, and we're paying for it. Uriel claimed that they can not cancel checks, and refuses to send us our money and told us we were out of luck.Desired Settlement: We are looking for our 250 rebate other wise we will have to try to come up with the money to pay lawyer fees and sue them ourselves.

Review: I cancelled T.V. cable service when I moved in October 2013. I got a bill this month with two equipment charges, totaling $848.08. I called confused at first inquiring about the charges, I assumed it was an error. They told me that I had not returned two cable boxes from when I cancelled service over 14 months ago. I told them that I had returned the cable boxes when I cancelled service. They submitted a form to research the problem. I had to call back to get a status update, they told me the request had come back and they were unable to locate the two cable boxes I returned and that I would have to provide proof that I returned the boxes. I explained that this was over a year ago and I had no way to provide proof. I was shocked at their lack of service, I have been a loyal internet customer for over 8 years, they said there was no appeals process and no one that I could speak to in order to escalate the situation. No resolution. I should have received notification within a month or two after I cancelled service, not 14 months later. They are not willing to work with me and have only repeated that they appreciate my business after 8 years.Desired Settlement: I would like to be credited for the two equipment charges since I have already returned the equipment.

Business

Response:

December 26, 2014

Review: Constant issues with our cable and internet service for over 2 years now.

6/2014 Kept getting hung up on so we went to cox store. We Were ere told that we needed to buy a $160.00 router for internet to work. It did not fix the problem..The internet was very slow and would constantly crash. The WiFi would not connect to our devices.

8/2015 I tried to contact Cox again by phone kept getting disconnected.After holding for over an hour and getting hung up on I gave up.

9/2015 contacted Cox via Facebook. Tech was sent out our phone was upgraded to digital phone and we were told to take back our router because they will provide us with a free modem/router combo. Got bill was charged a $5.00 fee for modem and a $50 fee for the tech to come out . I got fees credited. Another Tech came out and brought us a new cable box and the digital modem. Since then the issues became worse. Cable channels would not come in. I called Cox the tech trouble shot with me and it was fixed. I asked to speak with a rep about my internet and got hung up on. 10/15- Internet is still dropping. I can't connect any devices to wifi. Contacted Cox via Facebook. told to buy a wifi extender. purchased extender and internet still did not work. 11/2015 Complained on Facebook. Cable TV is all snowy internet is not working. Another tech sent out. Told problem was in my attic. Told I need to buy a router. Told won't get internet signal w/o a router. 12/15 internet crashing. Cox sent supv out.. Said the issue is out at the box. opened a ticket said 48 hrs to fix. Wsnt fixed, called his supv who came out. No tkt opened so opened tkt. 1/16. problem worse. signal as low at 6Mbps to 72Mbps. Emailed Cox told they would open a tkt. It wasnt open. Called 1/4/16 tkt opened. do not know when someone will come out. eDesired Settlement: Every communication that I had with Cox I told them that I was paying $74.99 a month for high speed internet and 100 Mbps download speed and I am not getting the services that I am paying for. I requested credit and they refused. They said that I had to wait until they fixed the problem. This problem has been going on so long and I feel like it is criminal that I am getting charged for a service that I cannot use. It is also misleading. I don't understand why they won't fix my internet and refund me for services not rendered. I want my internet fix and I want credit for my internet since it is not getting fixed and I have been paying for the service every month. Cox needs to be investigated because this is a common situation. They are charging for services that they cannot deliver. It is false advertising.

Business

Response:

Revdex.com Case # [redacted]

* We regret to hear of any inconvenience that our customer has experienced with our company. At this time, our Field Services Leadership has been working with the customer directly regarding their concerns. We have contacted the customer to ensure them that we will continue overseeing this matter until the issues have been resolved. We are confident we will be able to provide a successful solution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region