Cox Communications, Inc.

Review: I have called numerous times to this company, and speak with representatives who constantly offer "bundled" packages and services at a certain, set price, and then we receive a bill containing a different price. In December 2013, I was offered a bundling price, we accepted, then were billed $55 dollars more on the monthly bill, only to be told now that Cox's "corporate office" rejected the agreement. This is a fraudulent and deceptive business practice. In addition, this is not the first time Cox has advertised one price, quoted me another, and billed me yet another, different price. This is clearly a deceptive and fraudulent business practice.

In addition, we have been billed for a service call to "fix" the pixilation and freezing of the service provided, which was unsuccessful. This company's business practices need to be investigated.Desired Settlement: I have wasted more of my time in dealing with this monopolistic company over the years than I ever should have. This company needs to be brought to comply with Arizona law, which they clearly flout with their bait and switch tactics.

Business

Response:

February 4, 2014

[redacted] Complaint - Case #[redacted] - [redacted]

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

It was determined in January 2014 that the sales agent had erred when offering the customer the campaign bundle as the services they subscribed to did not qualify the account for that particular campaign. The customer’s account was reviewed for the best offer the company had and was placed on a 24 month price lock guarantee.

In addition, the customer’s account was credited $363.19 which represents the difference between the original quote and what they were billed.

On January 28 a company technician did verify that the service problems the customer was reporting were caused by issues with its infrastructure and repaired it.

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

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Consumer

Response:

[redacted]:

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.

This company may be the most fraudulent, or inept, company of all time. I have now wasted hours of my life contacting multiple representatives at the number this "Sr. Accounts" guy provided in his response, and I speak to multiple people who tell me they have no notes from our account, have no idea what is going on, and have no idea how to help us. In addition, the company has lodged numerous fees to our account, including an early termination fee of $220.00. They simply applied a credit to take care of these fraudulent charges, and are now billing us at a rate in breach of the contract. This will be my last step before filing a lawsuit against this company.

In addition, my phone call tonight to two separate escalation managers resulted in no help, and they informed me that they could not provide any accounting of the money. We are still being billed at the amount in breach of our contract, and our cable and internet go out. This is literally insane. This company cannot receive positive reviews from the [redacted] for what it is doing to consumers. I cannot get anyone in this company to explain my bill to me or how they are performing in compliance with the contract we agreed. Please, please downgrade this company as far as possible so that other consumers are warned.

Regards,

Business

Response:

February 27, 2014

[redacted] Complaint - Case #[redacted] - [redacted]

We are sorry to hear that the customer is not satisfied with the resolution. We feel we have gone above and beyond to correct the misinformation he was given about a certain bundle that his account did not qualify for. The $228.95 early termination fee as mentioned in the rebuttal was credited as well as an additional $285.30 which is outlined in my initial response.

One of the agents the customer spoke with on February 24 states that we are unable to get the customer’s monthly rate any lower without placing his account in a contracted bundle.

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

Review: In February, Cox was digging trenches in my front yard and severed multiple drip irrigation lines. They repaired some lines. There were other lines that were severed that they messed. They were underground so did not realize they were leaking until I started irrigating in July. I realized they weren't fixed when I received a water bill that was extremely high so I reported it. They came back, fixed more lines, thought it was done until I received the next water bill and it was still extremely high. They finally got the leaks fixed now so I'm trying to collect for the high water bills that I received during the time that the lines were severed. They do not want to pay the bill because Jill, with Cox, said there is too long a period between February and July when I got my first high bill. I didn't realize that it wasn't fixed until I received my first high bill when I started irrigating July . I do not irrigate in the winter months or monsoon season . That is why the high bills did not show up until July and August.

I have been dealing with [redacted]Desired Settlement: I want reimbursement of water bill payments in the amount of $220.43 .

July, I overpaid $105.18; August, I over paid $105.18; September, I overpaid $10.07.

Business

Response:

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

Upon receiving this complaint we worked directly with our Damage Claims department and our customer to further research Mr. [redacted]’s concerns. After our research was completed we were able to come to an agreement on a settlement for the damages brought to our attention by Mr. [redacted]. We are confident the issue at hand has 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 623-594-1000.

Thank You.

GeorgeExecutive ResolutionsCox Communications

Review: My line was scheduled to be installed december 1st 2015 but there was an issue with the line.

the repair guy stated he would have to stop and escalate the issue.

a week later I called and no orders were made and no contact. again I called to hear the same thing being place on hold for more then 25 minutes at a time.

To this day cox has failed to repair the line and install my services.Desired Settlement: Asking for the line to be repaired and a credit to my account for failing to resolve this issue and waisting my time.

Business

Response:

Revdex.com #[redacted]

In response to the customer’s claim, we contacted our Field Leaders in regards to getting service to our client. We have contacted the customer directly to address their concerns. Our Field Supervisors reached directly out to our customer and they informed him of the time frame for service availability at his home. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: We've been dealing with Cox now for a long time.we purchased a new home and when the installer came to install our Internet ,he mentioned that something was wrong and we weren't getting the speed that we were supposed to be getting. later they sent out someone else to correct the situation but it was never really fixed.

We have experienced problems on and off .but regularly our connection has been extremely bad as speed test as revealed our connection to have a download rate of 0.53 mg per second, it actually should be about 20 times faster than that.

Something as simple as checking emails is impossible in this connection so we've been using our cell phones cellular plan data to get our Internet, which is frustrating because we are still actively paying for an Internet connection that simply doesn't work most of the time. We contacted Cox about this and they would agnowledge the fact that there is some issues with our Internet connection and they hope that the problem will be resolved soon. They however failed to offer us any credit or any compensation whatsoever.

I ve read the online reviews and it seems I'm not the only one experiencing problems with Cox it seems unethical to me that a company could charge such exuberant monthly amount for a service that it fails to provide on a consistent basis.Desired Settlement: I would like a partial refunds for the many months during which are Internet connection is not work properly.

We've had problems from day one at our current address, I would be satisfied with the $250 credit.

Business

Response:

January 29, 2015

[redacted] complaint # [redacted]. We appreciate the opportunity that the [redacted] has given us to assist the customer’s concerns regarding data speed. We have left a message for the customer and requested contact from the subscriber so we can schedule a convenient time to meet with them at their home.

Due to the service concerns that the customer brought to the attention of your office, our Field Leadership Team completed a thorough review on the outside of the home on the 19 of this month. While all the signal levels outside have been checked and confirmed, we will work directly with the customer to schedule a visit to the home in an effort to verify the signal and lines inside the home are not substandard. Once we are able to identify the source of the problem, we will work directly with the customer and appropriate credits will be applied to the customer’s account.

We hope this information has been helpful to the [redacted]/Cox Communications Executive Offices/[redacted]

Review: October 2014 Cox offered me and every house in the neighborhood a new rate and level of service. We entered into an agreement which after all fees and taxes cost me about $170 a month based upon a $129.99 base fee for internet, phone and cable;e TV.

January 2015: I temporarily relocated while my house was renovated. Services followed me to my new home without problem.

April 2015: Moved back to my home. Services followed me without problem.

June 2015: Without explanation, my bill ballooned to $364.

I called Cox 7 different times, each time I was promised an investigation and call back. Only one call back was received. On August 19 I was able to talk to a Regional Customer Service manager who told me that even though Cox acknowledges that the offer was extended to me that changes to my account voided the offer. Specifically the placement of my phone on a "seasonal" rate.

I made no such change.Desired Settlement: I want Cox to honor the contract they offered to me and reverse the pending charges to reflect the monthly billing under the contract. I want them to honor all the terms including the 3 year price lock.

Business

Response:

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I called 2 months ago and found out that my bill wasn't changed as I'm a customer of decades and my bill was $160. It moved up to $190 and I complained that I wasn't given notice and the rep said he could remove those 2/3 months of overcharge. I then changed the service back to $160 bundle service. I now notice my bill is not changed. I have MS and was in hospital when Cox those jerks tried to contact me via email and the Revdex.com case was closed, they DID NOT leave their contact info which I need. They expected me to tell them the best time??? I have MS and I DO NOT KNOW MY BEST TIME.Desired Settlement: Refund ALL OVERCHARGES OF $190 about $30 per month and keep my bill on the $160 service and quit lying when I call in. This is the order number for the $160 call and promise of refund. You guys are liars and cons how dare you take advantage of old sick customers you cons! work order # [redacted]

Review: Hello!

Cox is refusing to honor a promise made in August 2015. I had called for a rate adjustment since I was laid off work; and they did work well with me last month, getting my bill down by cutting some services and giving me a loyalty discount (21 year customer). I was assured this rate was for one year. This month the bill comes in high again, they claim it's "corporate" increases they can't do anything about. When I called back in all 3 reps saw the notes in the Cox system indicating the promised rate change for one year.. But there's nothing they can do to get it back down to what I was promised.

This feels like bait & switch. Keep me from cancelling by assuring me of one rate, then find an excuse to not honor that rate but here we can do this instead, at a higher rate. No, I want what was promised during August. Cox has been a reputable firm in Phoenix for years, I'm very surprised at their current lack of organization and unwillingness to work to keep a long-term customer happy. Not acceptable!Desired Settlement: I'm only asking for Cox to keep their word. My monthly bill should be lowered to the $183 amount I was promised in August and should remain in effect for one year.

Business

Response:

We are sorry that the customer does not want to speak to us on the phone about her account concerns. The customer did leave us messages and she advised us that she did not want to speak to us on the phone. The client stated that she only wanted her account fixed. Her most recent voicemail stated that it was her fourth request to cease calling her. While we would like to assist her with the billing, she has not authenticated her account with our department. Without verification, we are not able to make any changes to her services. Our number one concern for our customers is their security; which is why we require validation of their account. We suggest that the customer contact our Customer Service Department at 623-594-1000 at her convenience to discuss her billing or process her order. Our friendly agents are trained to assist our subscribers with any questions regarding the status of the account. While we always appreciate the opportunity that your offices presents to us, the issues cannot be resolved by the Revdex.com and we ask that the customer give us the opportunity to assist her. Executive EscalationsSouthwest Region

Review: I had contact to cox about my business phone line and they told me they will hook up my phone they gave me a phone number and after 14 days they hook up my phone but the phone number in the beginning they gave me was different I made over 50 thousand magazine ads which cost me over 10 grand all those ad's now gone I want to bring all those magazines which cox need to purchased from [redacted] it will cost over 50 thousand dollars, for giving me different number than what they told me I cant let asu give those magazines out if I do my business will look bad because the phone number on the magazine and my phone now doesnt match. they killed my business if they dont get my phone number they promised by tomorrow I will sue them

Business

Response:

We want to thank our customer for bringing his concerns to our attention regarding the telephone number that he received. In his complaint, he stated that he had ordered marketing literature that contained the telephone number that he was given during the initial sales call for his new services. It is always our goal at Cox Communications to provide our customers with exemplary customer service. We apologize for the inconvenience that he experienced in his attempts to resolve this matter.

Upon receipt of this complaint, we reviewed our customer’s complaint with the Cox Business Sales Team that processed his order for new service. They advised that the phone number is not guaranteed until it is actually installed. This is the reason why the phone number was not included in the agreement that our customer signed. They also advised that there are things that can cause delays in the installation process. They researched the number that the customer provided, and it has been released to another customer. As a courtesy to our customer, we will attempt to secure the telephone number in question, but there is no guarantee. We should know whether this can be accomplished by 8-15-14.

We want our customer to know that he is a valued customer, and we at Cox Communications certainly appreciate his business. We know that this apology does not make up for the frustration that he endured while attempting to resolve this issue, but hope that we can begin to repair our relationship. If he should have any further concerns or questions, we ask that she contact our Customer Care Center at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications Executive Office/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 cox came to connect my phone line they told me they can't cause there is no line comes from the electric room and they have to get in the bank my next door to pull the wire I had to call corporate of the bank 2 times schedule security in order them to get in 2. Time they came they wanted to get in but bank couldn't let them cause they didn't come on time 3. Time cox service came I told them let's go to bank while security is here he can get in response was I don't need to get in the bank cable is here who said we need to get in the bank delay caused by cox also if the phone number wasn't guaranteed why would the sale person even give the number we have lost business because of cox our ad"s were all wrong our flyers we had to throw it away and they caused the delay and all this problems because of untrained employees

Business

Response:

This is in response to our customer’s rebuttal to our initial response. Again, we apologize for the inconvenience that he experienced in his attempts to resolve this matter.

We thank our customer for providing additional details as to what occurred. As a courtesy to our customer, we have applied a one month credit to the account. This credit will appear on the next month billing statement or he can use it against this month’s statement that generated on 8-30-14. We did not hear back from the customer who received the number, but we will continue to try to reach them.

We want our customer to know that he is a valued customer, and we at Cox Communications certainly appreciate his business. We know that this apology does not make up for the frustration that he endured while attempting to resolve this issue, but hope that we can begin to repair our relationship. If he should have any further concerns or questions, we ask that she contact our Customer Care Center at [redacted]. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications Executive Office/Arizona

Review: I contacted Cox to downgrade my service from Advanced TV to TV Economy, because my price lock ended. I asked for TV Economy, because on the website it appeared as though TV Economy included TV Essential and TV Starter. When I called on 08/17/13 the agent told me that I had to have Advanced TV in order to get TV Essential, which also included TV Starter. He directed me to the online PDF as opposed to viewing the TV Lineup on the webpage: [redacted] When I read the PDF it still appeared to me that I could indeed order TV Essential without Advanced TV. Each channel lineup is color coded and states if it includes any other lineups. The wordage, "Advanced TVs

(Includes TV Starter. TV Essential may be added for more choices.)" made me believe that I could order TV Essential, which includes TV Starter without having to pay extra for Advanced TV. Especially, when it says for Advanced TV that TV Essential "may be added...".Desired Settlement: I want to subscribe to TV Essential, which includes TV Starter without having to pay for/subscribe to Advanced TV, too. I feel like I was mislead when I ordered TV Economy, because according to the website I thought it included TV Starter and TV Essential the way it was outlined.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding the level of service issue described in her complaint. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. The customer is correct in that you do not have to subscribe to Advanced TV (digital cable) to have the TV Economy package. The customer currently has the TV Economy package without the Advanced TV. TV Economy includes TV Starter and select channels from our Essential tier. The customer did call to inquire about a certain channel and was informed that in order to receive that channel they would need to subscribe to either the Essential tier or Advanced TV. No changes were made to the customer’s service. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you. [redacted] Customer Resolution SpecialistExecutive ResolutionsOffice 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.My complaint is that Cox's website is not clear that the Economy Package does not include all the channels in the Essential package. The webpage has Starter listed first, then Essential, then Economy then Advanced TV. There are arrows on the right hand side of each tier making me believe that each tier builds on each other. It was not made clear to me that there would be channels missing from the Economy Package (or only select channels from the Essential Package). When I called the agent directed me to a PDF that I could click on to open up the channel line-up. It was there that it stated the Economy channel line up. I believe Cox's should change their webpage to make it clear that the Economy Package does not include all the Essential Tier channels. Some customers may not see the PDF and may not even be able to open it. Also, when I called to tell Cox I was not getting some channels that I thought I was supposed to have, I was told that I would have to get Advanced TV in order to get the Essential package. I was told that I could not get the Essential Package without getting Advanced TV. I never said, that I was told that I had to subscribe to Advanced TV in order to have the ECONOMY package. I said that I was told that I had to subscribe to Advanced TV in order to have the Essential Package. This is exactly why I am not happy with Cox.They say things to confuse me and get me to change my subscriptions through confusion and misinformation. In addition, I was NOT told to, "...subscribe to either the Essential tier or Advanced TV". I was told that I had to subscribe to Advanced TV in order to get the Essential Tier. I did not make any changes to my bill because I did not want to subscribe to the more expensive Advanced TV in order to get the Essential Tier. It appeared that Cox was skipping an entire tier to up sell me. My bill had already increased by $35.99 and I was over billed on my last bill, because a representative lied to my husband about how much he should pay the previous month. So, I was afraid to make any changes to my bill that would make it increase. I would like Cox to make their channel line up more clear on the website without having customers click a PDF, because the website it unclear as to the channels included in each tier. The Economy package appears to include TV Starter and the Essential tier. In addition, I believe the very first time I called in after my price lock had ended the representative should have offered me the package, " Advanced TV and Internet PreferredIncludes TV& Internet$89.99Per month for 24 monthsRegular Price $128.48Price Lock Guarantee with 24- month service agreement.240+ channels Free HD programming included 25 Mbps download speeds". It would have upgraded my internet but saved me even more money without changing my Advanced TV that I originally had. I thought I was going to save money by dropping the Advanced TV. Each time I got off the phone with a Cox agent, I was more confused and felt like I was getting less services for the money. I finally gave up and downgraded to the Economy package and by doing so I thought I would have the channels in the Essential Tier without the Advanced TV. Cox, please make your website more clear and your agents more knowledgeable in how to save customers money and please be consistent. Regards,[redacted]

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding the level of service issue described in her complaint. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. The channel that the customer was requesting is located in the Essential tier. They do not have to subscribe to Advanced TV to get that channel. The customer was informed of this on August 17, 2013 when the sales agent said that she would need to subscribe to either Advanced or Essential TV. If the customer decided to subscribe to Advanced TV they would also get the HD channel of the same name. The Economy tier is called Economy because it does not include all of the channels that are in the Essential tier and is offered at a much lower per month price. The arrows on our online channel lineup simply take the visitor back to the top of the page. If you were to place the mouse over the arrow it would say “return to top.” The customer can remove the Economy tier and add Essential for a higher per month billing but would receive many more channels. 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] Customer Resolution SpecialistExecutive ResolutionsOffice of the General Manager

Review: I cancelled my home service (TV, internet, phone) in August 2014. Then six weeks later I received a bill for about $360 for missing equipment. I do not have the equipment (and no longer live in ** for that matter) and explained that in several emails but they would not drop the charge. They also never made arrangements to come pick up the equipment when I cancelled the service. I stated that I would not be paying for equipment I don't have and they sent my bill to collections, before the bill was even late (not that I would have paid it anyway).Desired Settlement: Drop the invalid charge.

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 Revdex.com regarding his attempts to cancel a work order. We sincerely regret the inconvenience that he experienced with our company.Upon receipt of this complaint, we contacted our customer to apologize arrangement to pick up the equipment was not made when he contacted us to disconnect service. He explained he left the equipment in the residence and provided contact information for the landlord. We contacted the landlord and have made arrangements to pick up the equipment. Once we receive the equipment the charges will reverse.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

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: To begin, I had been a customer of Cox for several years. A couple of years ago I called in to cut off my cable because I could not afford what they wanted me to pay. I made a comment at the time that I wish they had a set price for loyalty customers that do not plan on changing, but can't afford to keep paying more. I told the young man that I was a disabled veteran on disability and a very limited income. I also told him I simply could not pay more so cut it off. I was then told there was one for loyal customers who had been with them for a long time.

In the offer he promised me that my monthly charge for both internet and cable would not change in this program. He also said there would be no need for another contract anymore since I had been with them for so many years. I asked him just to make sure to repeat that and he did. Well, I kept everything on with the promise that it would not change for me. He assured me that it is a special program for people like me.

Then, out of nowhere I noticed I was charged more than I could pay. I didn't buy groceries in order to pay my bill. I didn't buy gas for my truck and had to ask people for rides just to get around for the last month. I only get $1500 per month on my VA check. That is it!

When I called Cox to ask what was going on I was told my contract had expired. I fought with them over this, but mostly they had me on hold for over 30 minutes. I got no resoles on this at all. I told them that I was told no contract anymore and monthly bill would not change. They said they always change and always require a two year contract. I repeated what I was told and advised them otherwise it was going to be cut off. I would not have gotten it because I was tired of messing around with the "always wanting more money." I then asked for someone with the resolution team and was refused to be transferred by the supervisor. I told her that I absolutely insist on speaking with someone, and she finally said okay she would have someone call me.

It has been over a week now. I wanted only the cable cut off and they retaliated and cut off my internet too. I have tried to speak with them and even had someone else call for me. Nothing. Now, I am without internet; which I absolutely need because I am in law school and I have a lot of research to do. I have had to get rides to phoenix so I can use the school's library internet. BUT, I did pay that large bill. I have excellent credit and a score of over 800, so my credit is important to me. I paid the bill when I could not afford it.

Please help me with this.Desired Settlement: I was very satisfied with the service, and the internet was good for me. They cut it off when I only asked for the cable to be cut off. I would like for my service to be restored at the constant rate I was told I would get. That is all I can afford. I am an 80% disabled veteran and that is my total income. $1500 per month. I have no bills other then living expenses, mortgage, utilities, gas, groceries, and COX. That is it. I can't afford more. I can't afford to buy clothes, but I always pay my bills.

I would like to have my service back including the cable at the price I was promised. If I weren't promised a rate that wouldn't ever change I would not have kept it on. It would have been turned off.

Companies who hire people are responsible for those people they hire and what they do or say in their perspective fields. In other words, Cox is responsible for that young man who told and promised me that it would not change.

Thank you for your help.

Rebecca Henderson

Business

Response:

We were sorry to hear of the problems that the customer experienced with our company. It is never our intent to cause problems for any of our customers, so we sincerely appreciate the opportunity to assist the subscriber. Due to the concerns that the client brought to the attention of your office, we have contacted her directly to offer our assistance. Thank you for bringing these concerns to our attention. [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.They called me once and left a number to call back with the hours. I did call back three times now, and each time no one ever picked up or called me back after I left a message. In fact, the answering machine picked up on their end and said to leave a message with a good time for a call back and it would be 24 hours. This meant the next day of course. I did, and I made sure I was available at the time, but no one ever called me back.I called again after that, but still no answer and no call back.

Regards,

Business

Response:

We were sorry that we weren’t able to give the answers that the customer hoped for regarding her pricing and billing. Although we spoke to the customer in detail, she is not pleased with our attempt to assist her, and will pursue her concerns via other channels. As always, we appreciate the opportunity that the Revdex.com presents to us. [redacted]/Cox Communications Executive Offices/ Arizona

Review: Cox went up on my bill without notice in the amount close to $40 per month. When I started with Cox the representative said I would get the same amount of TV service in every room. She did not mention that a cable box was needed

The second issue is the $40 hike of my bill. They said the internet service was upgraded. The internet service is much slower than what it was before they gave me the loyalty discount.

The other issue is the cable. The cable seems to go out every so often. They have done nothing to lower my bill. Service is horrible.Desired Settlement: I would like the bill down and better service. If they are going to charge $160 oppose to $120, service must be improved, if come down $40 or more on my bill

Business

Response:

June 30, 2015 Revdex.com complaint # [redacted] We are sorry to hear that the customer is unhappy with her monthly rate with our company. Due to the concerns that the customer brought to your attention, we contacted the customer directly and discussed her concerns. While we were not able to continue to give her a discounted rate for the service that she has, we did discuss her billing options and scheduled a service call for her Internet service to be checked. We always appreciate the chance to help a valuable customer so we thank you for the opportunity to assist! [redacted]/Cox Communications Executive Offices/ [redacted]

Review: Cox Communications charged an additional $35.99 per month mid way through a 2 year promotional period and charged $8.50 per month for a free cable box

I cancelled service with Cox communications on 5/12/2015 due to poor service (phone and technician) and improper billing practices. Half way through a 2 year promotional price period, Cox communications added $35.99 per month to my bill without informing me. Secondly, after looking deep into my bill (it's well hidden), I noticed they were charging $8.50 per month for a cable box that wasn't even worth more than $40, and that didn't work half the time. During the time I had service with Cox, I had to have the box replaced and it still didn't work great.

On 5/16, I woke up to a $109 bill, even though when I disconnected they said I could expect a check for $80 in the mail. Then, hours later, they automatically charged my credit card for $75--not propitiating the changes in fees. After spending 2 hours and 45 minutes on the phone, through multiple service representatives (Corporate office in Main promised a call back that never happened, very disrespectful representatives--the Phoenix and Tucson offices had plenty of respectful reps but still accomplished nothing), nothing on the bill was accomplished. The substantiation was that I "didn't notice" the charges within 60 days so therefore they are allowed to charge them.

I'm asking for a refund of the $8.50 per month fee for the entire rental period for the claimed "free" HD receiver. Also, asking for the additional $35.99 fee to be refunded for the 5 months they charged. Note: When cancelling service, they offered to drop the $35.99 fee, showing the value of the service is lower than what they're charging me.

Acct #: [redacted]Desired Settlement: Credit Card refund for the entire amount requested.

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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I have had Cox internet and Phone service for a few years, I called to check on adding TV service. I spoke with a gentleman who informed me of the services I would receive. I was VERY specific about these services and costs.

Today a 3rd party installer came to my home as all Cox installers were off for Memorial Day. I was supposed to get the 220 Channel package with HBO and the Sports pack in 4 rooms, 2 DVR boxes for one set charge, then the installer says well you know the 2 rooms without boxes will only get 50 of the 220 channels you are paying for, no HBO or Sports package and none will be in HD. Then he says he has to charge me for 2 additional boxes for the other 2 rooms.

This is 100% not what was told or sold to me by Cox when I ordered the service. If I am paying for 220 channels shouldn't I get 220 channels? I even asked the Cox rep about the two rooms with no boxes and was never told I would not get all my programming, plus I informed him I was only interested in HD channels.

Again I was VERY specific about all costs and services and COX is basically pulling a BAIT AND SWITCHDesired Settlement: They need to provide the 220 Channel package with HBO and the Sports pack in 4 rooms for the price we agreed upon. Period.

Business

Response:

We were sorry to hear of the confusion that our customer experienced while attempting to upgrade his account. Due to the concerns that the customer brought to your attention, we contacted him directly and are working towards a successful resolution. As always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer. Thank you.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Cox owes me $34. They have owed this for over 60 days. This is a credit due after cancelling service due to a move. I just spent 45 minutes on two phone calls to cox. They are now going to send me a form to fill out. Why do I need to fill out a form? They acknowledge they owe the money. After I complete the form and return it, they will "EXPEDITE" my request. They will send a check in 2-4 weeks. Are you kidding me? I quess when someone sends me a bill, I can send them all back a form to be completed so I can EXPEDITE their request for payment.Desired Settlement: Just send me my stupid $34 dollars.

Business

Response:

June 4, 2014

Review: [redacted] turned off my internet service for "non payment" however a payment in full was sent to them weeks ago and they cashed the check. I use my home computer for work and my job was highly affected by their actions. When I called customer service to explain that I had a receipt to make a payment she said she couldn't do anything about it and gave me the number of a "field representative". When I asked her if they would answer the phone promptly (as I needed to get my computer running asap) she said yes. I called the number and left a voice mail (7/1) and have not yet received a call back. So I called back in to customer service where they said they could not do anything about my account but if I wanted to pay the over due amount plus this months then my service would be re-activated. So I made a payment for $186.00 ($121.55 of which I paid twice now). I have a receipt from my bank showing that [redacted] received the original payment made on 6/12.Desired Settlement: I want a refund. I do not want my account credited. I was forced to make a double payment and I don't see any reason why they should be able to keep my money.

Business

Response:

July 3, 2013

Review: Dear Sir/Madam,

I enrolled in Cox communication preferred internet account somewhere in April 2015, that time it was told to me that there is no contract on this account and nothing mentioned about any promotion.

Now Cox communication had suddenly bumped my current monthly internet bill from 39.99 to 73.99 (almost double). When I called up customer care, they told me that their was a 1 year promotion on my connection/account, but I was never communicated about this neither in email nor in mail.

Even before increasing the monthly bill, I have never been notified. It is increased without any notice, To me its a clear case of fraud, just trapping the customer as they like. How come cox can increase my bill like that.

I chatted with business representative, I called up billing department, I called up loyalty department but nothing works, no one is ready to listen my points.

This is a kind of harassment to me, they should notify me about the changes and I should be given time to move to some other provider if I dont agree with them.

Could you please take a strict action against cox as they are not open in the contract, business they are doing, trying to trap the customer once they are with them.

Thanks [redacted]Desired Settlement: I want my service to be continued on the price that was initially agreed upon that is 39.99$/month.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their billing. It is certainly not our intention to cause any frustration. Due to the concerns brought to the attention of your office we thoroughly reviewed our customer’s account. Our customer is currently subscribe to our Preferred level of internet which carries a regular rate of $73.99. Our records confirm that when our customer originally signed up for internet service, at a former address, he was put on a 12 month promotion discounting his service. This discount transferred with him when he relocated to his current address. We recently had a rate change that went into effect on January 7, 2016. This rate change is printed in the ‘News from Cox’ section of his statement. Because our client recently transferred his service, and the transfer date was after our rate change, the information can be found on his January statement from his former address. To remain in good faith with our customer we have issued a 12 month promotion for $10 off his current level of internet service. This has been added and is in effect as of 4/20/16, any prorated credits will print on his May 2016 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

Review: On the 21st of May 2013, I called [redacted] communication and spoke with a [redacted]. The purpose of the call was to transfer services to my new address [redacted]...In speaking with [redacted] he sold me on adding a phone line to my internet services.... Telling me that my bill would actually drop from the $55/month to $53/month...Part of the service would include a voip modem and a set of handsets for the new service......So we proceeded to process the order he then told me I would have to have a tech come out to the home since their had not been an services at the new property since 2008. I agreed ,he charged me $20 for the professional install. He also told me that the phones would be shipped out to me. On Saturday the 25th at 4:15pm field tech [redacted] installed the modem and internet service....I asked him about phones and [redacted] said that those get shipped out. I thanked him and he was on his way . On Tuesday the 28th I called the customer service line at [redacted] spoke with [redacted] he said that the phones were not shipped out on Friday the 24th due to the Holliday on Monday the 27th , their was a hold up , He then told me that the phones were set to go out and that I should have by Wednesday the 29th or Thursday the 30th . I did not receive any phones So On the evening of Thursday the 30th I called customer service again spoke with [redacted] , He told me that he did not see that any phones were shipped , He them said that I can pick up the phones at any [redacted] store. [redacted] insisted in sending an email to the previous rep , I asked to speak with a supervisor to get my issue resolved. I spoke with [redacted] A supervisor in tech services. He said that I will not get any phones shipped to me that they are part of a self install kit. I advised him that I was told on several occasions that the phones were shipped out . I advised [redacted] that I can pick up the phones at the [redacted] store , like [redacted] had said I can do , [redacted] then said that the phones can not be picked up at any location they are a ship only item and I was not going to receive any being that I did not get the self install kit. I asked t speak with [redacted] director he said that he will send an email to [redacted]s supervisor , I asked what he would do for me as a customer he said that was all he can do and I was not going to receive any phones , asked for his superiors information he said that her name was [redacted] I also asked for an ext and said that they don't have ext, When he has to get a hold of [redacted] he tabs her on the shoulder. [redacted] and approach was unacceptable , Their has to be someone held accountable for a service that is promised and not provided. I am most certain that I am not the only customer that has experienced this situation , it is the few like me that will take the time and speak for all the silent frustrated voices that must hold large corporations accountable for their products and services.Desired Settlement: I am only asking that they keep true to a product and service that were offered . My shipping address is on File with [redacted] communication I would like the phones sent out to me at address on file .

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 <st1:personname w:st="on">RevDex.com regarding his telephone issues. We sincerely regret the inconvenience that he

has experienced with our company.

We are working with the digital store in [redacted] to have a

set of phones sent to our customer’s new service address. We expect that these phones should be on

their way by the end of this week and apologize for the delay in getting them

delivered.

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. Our

customer will be receiving a separate letter to advise him some additional

information relative to his account. 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,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Review: LET ME START SAYING ON OR ABOUT 10/2014 I CALL TO COX AND ASK ABOUT THEIR INTERNET,AND THEY HOOK ME UP WITH THE 20MBSFOR $74.00/MONTH FOR 3 YRS.,BUT THEN AGANTHEY TRY TO RAISE IT UP FOR $140.00 +++/MONTH CAUSE THEY SAID THAT I NEVER SIGN CONTRACT WITH THEM WHICH I THOUGHT THAT WHAT THEY WAS ASKING ME WHEN I DO ACCEPTED THE CONTRACT WHEN WE WERE TALKING,SELL REP ASK ME DO I ACCEPT 3 YRS CONTRACT WITH THEM AND I SAID YES. ANYWAYS,I FILE A COMPLAIN TO Revdex.com AND THEY RESOLVE THE PROBLEMS WITH NO TIME. NOW,04/15/16 I NOTICE THAT MY INTERNET IS NOT WORKING RIGHT FOR THE PASS MONTH AND I TRY TO RESET THE MODEM FOR SO MANY TIMES BUT IT STILL NOT WORKING RIGHT. SO FINALLY I DO THE SPEED TEST ON MY INTERNET AND FIND OUT THAT IT IS NOT WHAT I THINK I AM GETTING. I MAKE A CALL TO COX BUSINESS AND TALK TO ONE OF THE REP AND SHE PUT ME ON HOLD FOR A LITTLE WHILE AND TELL ME THAT I SIGN CONTRACT WITH THEM FOR 10MBS NOT 20MBS.I WAS SOCK AND YOU KNOW WHAT TAKE ME 17 MINUTES TO LOAD UP Revdex.com PAGE FOR ME TO FILE THIS SO I DECIDE TO USE MY NEIGHBOR INTERNET TO FILE THIS COMPLAIN. NOW I SO DISAGREE WHEN THE REP TELL ME THAT I SIGN THE CONTRACT FOR 10MBS CAUSE I DID ASK WHEN I TRY TO PURCHASE THE INTERNET THAT HOW MANY MBS OF MY NEIGHBOR USEING AND THE REP SAID 20MBS AND I SAID THAT WHAT I WANT....IF SO HOW COULD MY INTERNET WAS RUNNING GOOD THROUGH OUT THE YEAR AND NOW IT STARTING TO SLOW DOWN . WHY ??????? AND IF THAT 10MBS WAS WORKING SO GOOD FOR THE PASS YEAR I WANT IT BACK LIKE THAT .....COX WAS NOT HONEST WITH CUSTOMER.

Business

Response:

Revdex.com Case # [redacted]We are sorry to hear our business customer was negatively impacted with billing issues. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to schedule a visit to address the concerns listed in the complaint. Thank you for your time and consideration.JaimiExecutive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I am being charged for services that haven't worked for the last six weeks (since I moved into my new house).

I've tried for 6 weeks to get Cox to transfer my services to my new address - phone, internet, cable, and home security. As of today, the only thing that works is internet and - to a lesser extent - cable. The first problem is that they have continued to charged me the full monthly amount despite the fact that I haven't received the majority of the services that I am paying for. The second problem is that I have not been able to get a hold of anyone - no one! I had to resort to a post on their [redacted] page to get someone to finally call me back today. The third problem is that when I finally spoke to a representative today, they told me that I can't even cancel their service - even though they haven't (and today they told me they won't) provide me the services that, I believe, they are contractually obligated to provide.Desired Settlement: I'd like to first receive a refund for the services they have not provided to date and, second, I'd like to be released from my contract to seek someone else out to provide the service they so clearly do not want to provide me.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer is negatively impacted by services not working correctly. We attempted to directly contact the customer by telephone and email. We would need to make contact with the customer to schedule a visit to address the technical concerns. We can also work towards a successful resolution to the billing concerns mentioned in the complaint. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region