Cox Communications, Inc.

Review: In September I signed up with Cox Communication services, at that time they were running a promotional campaign that included a $250 [redacted] gift card after 3 months of service. Come late January I have yet to receive anything in the mail so I contact Cox and spoke with numerous different people and no one knew what I was talking about. Finally, I got ahold of a billing supervisor which he then told me that my [redacted] gift card was mailed in November which didn't make any sense to me because the Cox Representative told me it would take 3-4 months. The Supervisor told me he'd investigate and call me back which he never did.

After many attempts to figure out what was going on with this issue I called back again on February 26th and spoke with a different supervisor and he told me that they would issue out another gift card to me and to give it a week. March 12th, 2014 was two weeks and I had yet to receive anything. I called Cox back on the 12th and asked to speak with a supervisor. I spoke with yet a different supervisor and he told me that they submitted a form to the 3rd party vendor to locate the where abouts for the SECOND attempt to mail this to me. The 3rd supervisor was absolutely of zero help and I am lost and have no idea what to do. I feel like I was scammed into their services, the only reason why I signed up with cox is because of their promotional [redacted] card and it seems like I am going with loops with them and it's so "convenient" that they keep losing the [redacted] card in the mail over and over again.Desired Settlement: I want Cox Communications to [redacted] the [redacted] card instead of using the [redacted] and to be provided a [redacted] tracking number so I can make sure that they are actually sending me the [redacted] card OR have my cox account credited $250. I'm only asking what I was told I would get from obtaining their services.

Business

Response:

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

Review: I cancelled service with Cox on Jan 7. I had used autopay while a customer. They failed to cancel the autopay process and took 191 dollars from my bank account yesterday on Jan 28 for service that does not exist. I contacted them to get my money back and they will not provide it before a minimum of 10 days. They also asked me to provide proof that they took the money by providing them my bank account balance before and after the illegal withdrawl of funds from my account. I find this unacceptable and asked them to provide my money back immediately. I asked them for interest on the money that they have in their possession without reason and they will not provide that.Desired Settlement: I want my money back immediately! This should be illegal for them to do this and put someone out of a significant amount of money for a minimum of 10 days.

Business

Response:

February 5, 2015 [redacted] complaint # [redacted] We were sorry to hear that a customer of ours is experiencing such difficulty in receiving a refund for her overpayment of services. Because of the concerns that the customer brought to the attention of your office, a thorough review has been completed on her account. Our records indicate that the customer has also filed a complaint with the FCC regarding the same concerns that she brought to the attention of your office. We have contacted the customer directly and we are working directing with our Accounting Team to rectify the situation. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive offices/ [redacted]

Review: For the last 4 months Cox Communications has been disrupting cable services, mostly at night. For several hours at a time. At first it was a few times a week. But since January 1st it is every single night, I have called to complain, I have had them tell me that all is fine with the signal to my boxes. They have reset my boxes, I have reset my boxes and nothing made them change. When the reset was complete the same result showed on my TVs. When this happens I get a picture on all TVs in the house that says the channel is temporarily unavailable check back later and this is on all channels. They refuse to resolve or stop the disruptions. Now they are occurring for longer periods up to 10 to 11 hours. They start at 1030pm and the cable is not restored until 11 am or later the next morning. The problem is not my connections or boxes,, the cable is fine when it is on then goes off at the same time every night for the same reason. I have called repeatedly and suggested they send someone out to check the neighborhood boxes and was told they just don't send someone out for a maintenance call because I say so. Because I have a good signal when this is happening and I have a picture on the TVs in my house one support person I called said it had to be somewhere outside my house. I can't access cable for which I am paying a lot for at my convenience. One time I they did it in prime time and when I called I had to wait 10 minutes because they were slammed with calls/complaints, note 5 minutes after the call the cable was back on and did not go back off that night until 3 am. I am tired of these disruptions in my service, I have been a 20 year customer with Cox Communications and have never experienced anything like the last 4 months. I am seriously considering canceling their service if this issue is not resolved immediately and satisfactorily. No one in their support department has a clue what is going on and does not want to take the time to find out.Desired Settlement: My resolution is 3 fold. I want them to find out what is happening and communicate it to their support staff so they can inform customers calling in. I want to be able to watch my TV cable at my convenience not theirs. I want the disruptions to cease or have specific hours they can occur. Starting no later than 1 am in the morning and restoring service no later than 6 am in the morning. So that cable viewing is not disrupted when programs are on that people are watching or want to watch. Finally I want a credit applied to my account especially for January and from time disruptions began that is substantial and indicates the disruptions in service. In January alone I have only been able to watch cable less than half the month due to these disruptions. I pay $120.00/mo for service to be provide 24/7 at my convenience and have not received what I am paying for. I want someone higher than support staff or managers to review this complaint, I want their corporate office involved.

Business

Response:

Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We regret to hear of any inconvenience that our customer has experienced with their services. We have contacted the customer directly on 2/5/16 to address their concerns. Currently we have a service appointment scheduled for 2/6/16 but we will follow up with the customer again next week. We are confident we will be able to provide a successful resolution. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: Cox Communications placed me in collections without proper notification of the debt. I closed my Cox account on June 18, 2014. I was never sent a final bill. Upon checking my credit report in January 2015, I noticed low scores and that Cox Communications had sent me to collections in August 2014. Upon seeing this I contact Cox Communications and spent over 3 hours speaking with various individuals in the billing and collections departments over multiple days and phone calls. I was hung up on twice during transfers, requiring me to call back and start the process over again. Furthermore, the Cox employees refused to give me their direct lines, their last names or employee numbers so that I could reach them again if needed. I was informed by one employee that " just because you did not receive a bill doesn't mean you don't owe us the money". I was told by two other employees that they would look into it and call me back, no phone call ever came. I finally was able to speak with a supervisor, named Chris, who looked into the situation when I was on the phone, he informed me that it was indeed an error on Cox's behalf but refused to take any actions to remedy the situation. I was told to pay the bill with the collections agency ([redacted]) and that my credit scores would increase eventually. I paid the bill with the [redacted] on January 28th, but have seen no actions from Cox addressing my credit scores as of this time. The drop in credit scores is now negatively impacting my ability to refinance my house.Desired Settlement: I am requesting that cox communications write me a formal letter of apology accepting blame for sending me to collections without notifying me of the debt. I would also like them to send letters to all three credit reporting agencies informing them that I was wrongly put into collections and that it should be removed from my credit. If these actions are not taken, I may need to explore legal action against Cox Communications.

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 attempt to expunge negative credit information reported to the credit reporting agencies. We sincerely regret the inconvenience that he experienced with our company.We have worked with our customer and were able to address his concerns to a successful resolution.We want our customer to know that we apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Review: They tell you they committed to a price for two years. Then change the price stating that the promotional items are over and you received the increase. They have done this twice to me in a duration of a year. The total difference is over $50.00 each month that is $600.00 a year

The first time they told me that they are sorry that their rep miss informed me and then we proceeded to get a new contract that will not change no matter what. In less then three months they increased my bill again stating that the promo's are over and there is nothing that

can be done. I have first names only and they give me their operator number. But you never get them back always someone else and you have to start all over. Again with no results. Bait and Switch that's what it is.Desired Settlement: Make good on the contract amount and duration of the contract agreed upon and stop telling me that they cannot.

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 her billing and Price Lock Agreement. We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We found the following information: June 2013 Cox worked with the customer to reduce her bill. One discount applied to her television service and provided a larger discount the first 12 months and reduced the discount the second 12 months. She had also had a 12 month discount affecting her internet rate and a third discount reducing her telephone rate for 12 months. February 2014 our customer contacted us about her bill and rate. She agreed to a 24 month contract which locked in her non-discounted pricing. The Terms and Conditions of the agreement were included in her March 2014 bill. The bill also explained which services had promotional pricing and the rate the service was locked in at. The information concerning which services had promotion pricing and the locked in price was included on each subsequent bill. June 2014 her bill increased because the internet and telephone discounts expired and the television discount reduced. The rate changed to the non-discounted locked in price as explained in her February 2014 Price Lock Agreement. Our customer contacted Cox in July and as a courtesy we added another discount to her internet rate for 6 months. In January our customer’s bill increased because the internet discount expired and the rate reverted to the non-discounted price of February 2014 as guaranteed in her agreement.The agreement remains in effect through February 24, 2016 and locks in the non-discounted rate with the February 2014 rate. Cox has honored the guaranteed rate in her agreement and as a courtesy we gave our customer additional discounts.We sent our customer a copy of the Price Lock Agreement that was included in her March 2014 bill.We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Review: I have cox only because I'm forced to, I pay about $70 a month for Internet but I can barely even use. I called time and time again due to the fact that I can barely even stream anything and I constantly have to pay for it. I've use the speed test where my upload speed and download speeds were at a six when they should be at least above a 12 and I called technical support they tried to troubleshoot me over the phone and it never works. Recently I called again about my Internet and a technical support said that they needed to send a tech out because of the upload and download speed that I was getting it was not the package that I signed up for and I wasn't getting anything close to the speed that I was paying for. They send a tech out there wasn't much that detecte recently I called again about my Internet and a technical support said that they needed to send a tech out because of the upload and download speed that I was getting it was not the package that I signed up for and I wasn't getting anything close to the speeds that I was paying for. They sent a tech out there wasn't much that the tech he told me that Cox doesn't promise the fastest wireless Wi-Fi speeds they promise the fastest hardlined Internet speeds. All he did was plug up my wireless Internet modem into my computer and said that now my desktop will be faster but everything else would be the same. I got charged $75 for him to come out and not fix the problem that I was having. The customer service rep in the technical support rep never told me that I would be charged this and I had to fight it two days over the phone the guy said he would call me back and he never called me back how can you charge me $75 for something that you can't even fix when I already pay 70 something dollars a month for Internet that doesn't even stream one episode of anything on Netflix. I can't even watch a 32nd video on my cell phone when I'm connected to Wi-Fi how can you justify costing me this much for a product thatDesired Settlement: I want the Internet speed that I pay for every month.

Business

Response:

Dear Ms. [redacted],Thank you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed with the Revdex.com outlining your recent experience with your internet service. We have conducted a review of your account and have determined the following:Our records show that on November 4, 2015, you contacted our technical support team to report issues with your internet speed. Our telephone technical support was unable to identify a service issue and therefore suggested that a technician come to your home. Notes on the account indicate that you agreed to have a technician come to your home on November 5, 2015 between the hours of 5-6:15pm.On November 5, 2015,Field Technician determined that the internet service was working as designed and you were receiving accurate speeds based on your level of service. Notes on the account indicate that the field technician advised you that Cox does not guarantee or advertise wireless internet speeds. The technician was unable to identify a "Cox" service issue therefore, your account was billed a $75.00 service call fee.On December 27, 2015, you contacted our customer service team to dispute the $75.00 fee. Since Cox had no notes to support you were advised of this possible fee prior to the technician arriving, your account was credited the $75.00. This credit will reflect on your next billing statement.Please accept our apologies for any inconvenience this may have caused you and your family. For additional information regarding our internet service, you may review our Acceptable Use Policy by visiting: https://www.cox.com/aboutus/policies.html#acceptable-use-policy.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional Manager*-[redacted]

Review: My cox cable began on oct. 7th 2014. They charged me for the whole month of october including the 6 days that I did not have a contract or services from themDesired Settlement: To give me credit for the 6 days that I was not subscribed

Business

Response:

We have reached out to the customer in order to educate him that we did not bill the customer for services prior to when the customer’s account became active on October 8th. The customer was educated that his 30 day billing cycle for his statement was for charges from October 8th through to November 7th and that our bills are printed and mailed to the customer in advance with a due date five days before the end of the current billing cycle. The customer did not find this to be agreeable to him. We are sorry to hear this but will not be changing our billing system. Thank you, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Review: continuous issues with slow or non working internet. Have filed complaints before and nothing changes. The internet had been working better since approximately December and now until tonight the same issues I've had for quite some time are not back. I received a call from the office back in December for them to come out and because I had surgery, I could not let them into my house. The supervisor Cox at got mad at me because I wouldnt let the technician come into my office, but I had surgery. He told me I never told him I was having surgery. Surgery is personal and I don't have to share my health issues with Cox Communications. The issues with the internet are now back. I had essential internet back in December at a little higher cost and now it appears Cox took me off of that and put me back on starter internet without me even knowing. I think they continually do this to customers.Desired Settlement: fix the internet so I don't have to continually call Cox and file complaints.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her Internet services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.On 1/28/15 we were able to speak with our customer and explained that we are dedicated to reaching a resolution for her. During this conversation we scheduled a repair appointment which was completed on 2/01/15. During this repair appointment, our technician determined additional repairs would be required on the outside of the home and entered a maintenance ticket to complete these repairs. In most cases these repairs are completed within 3-5 days.Our customer was made aware of this by our field technician and was also made aware of this by our department on 2/02/15. We would like to assure our customer that they will be informed on the status of these repairs as we move through the process.We truly appreciate the patience and understanding of our customer throughout this situation. 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 ResolutionsCox Communications

Review: My wife and I [redacted] transfer out service on our home when we moved in February. We spoke to a representative from Cox Communication by the name of Abrahm D[redacted] Cox Rep # [redacted]. He said he could sign us up when we tranfer and save money on our services. He never said that the service would require a two year contract. I even have the confirmation email from his giving us a break down. Due to service outage in our area today we had to call cox and we were told during the conversation that there was a contract. We advsied the representative that we never signed a contract. He then stated the plan we have is a contract and that it was sent to us in our first bill. I ask him how can they say it a contract a month after the services were installed and we were never advised prior to the installation that there was a contract. I ask him to send me a copy of the first bill. He said he was looking at it on Page 6. I responded page 6 what page is the the amount of the bill on? He responded page 1. So I responded so Cox purposely but on page 6 so no one would read it becuase if they are sending me a bill I am looking at how much the bill is which is on page 1 not page 6. I feel this pratice is misleading and fraudulent. Any company that you are signing a contract with should be made very clear up front not on your first bill after services are installed and disclosed on the first bill.Desired Settlement: I would like to have the contract that I never signed and the cancelled so that I don't have to pay $130 cancellation fee. Our Account number with Cox is [redacted].

Business

Response:

We would like to thank the Revdex.com for the

opportunity to assist a valuable customer. It is certainly not our

intention to cause any frustration. We have contacted the

client directly to address his concerns in detail and he has our

contact information if he would like to discuss this further. It is always our goal to provide our customers with exemplary

customer service. We appreciate the opportunity that the Revdex.com has given to us to

address and assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

Cox hasn't done anything to resolve this issue. The representative that called me didn't do anything but say the same thing the original representatives said " that's it's a contract and they can't let me out of it with out me paying the termination fee." Even after I explained that I have a email from the original representative that set up the service and it doesn't state it's a contract. He then stated he must have told me verbally because all of their representatives are required to do that. I advised him that the representative did not and its not in the email that was sent to me. This issue is not resolved and I am going to start looking for other providers so I can cancel my services even if I have to pay the termination fee. I will never use cox services ever again and I will never refer anyone to cox.

Business

Response:

We would like to thank the Revdex.com for the opportunity to assist a valuable customer. We have previously contacted the client directly to address his concerns in detail. Our customer was provided the Price Lock Guarantee information that accompanied his Silver Bundle discount with his first statement. Our customers are given a 30 cancellation period to change their mind or make changes to the level of discount they were offered. We are truly sorry for not being able to provide the answer they had hoped to hear, but we have no support to cancel the ETF after the 10th month of service. The customer advised us during our only conversation that he does not want us to contact him again directly to discuss the situation at hand. It is always our goal to provide our customers with exemplary customer service. We appreciate the opportunity that the Revdex.com has given to us to address and assist our customer. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: On 6/24/14 the Cox Communication (CC) account was closed and all equipment/cable boxes was turned into a CC office on 6/25/14. Receipt #[redacted] was issued for the equipment. A final bill was received which showed a charge of $100 for equipment. CC is requesting a copy of the receipt, however, the receipt has completely faded and is unreadable. Subsequently, CC has submitted the account to collections. CC has the necessary documentation to verify all equipment was turned into a CC office.Desired Settlement: I want CC to adjust the bill to a zero balance and direct the Collection Agency to remove my account from collections.

Business

Response:

We are sorry to hear there was an issue with the customer’s billing statement. We have reviewed the account and have removed the equipment charge. We have made contact with the customer and advised the correction. The customer was given an apology over the phone. Customer is aware there is no longer a balance on the account. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I called to disconnect my cable TV and internet services on 07.16.2015, I was transferred to a hard sale customer service rep. I was harassed and interrogated by this person asking who my new service was with and lots of questions about the package the new provider offered. I advised him I did not want to discuss my new provider with him. I just wanted to disconnect with Cox. He persisted in harassing me. I confirmed I had no balance due. I advised him I wanted to be disconnected and terminated the call. He did not disconnect my service. Cox has now sent me a bill for $150.11, I again called Cox on 08.03.2015, I was told Cox could disconnect using the 08.03.2015 date, I disputed and requested a supervisor. I was told the supervisor would call me back. I confirmed my phone number. I never received a call from a supervisor. I dispute the charges. I have not used Cox since 07.15.2015,Desired Settlement: I want to be disconnected from Cox and I want the $150.11 removed, I do not believe harassing customers is the way a business should be conducted. When a customer confirms their identify and requests to be disconnected then that is what Cox should do. Cox will not let me disconnect online. I had to call and be harassed. Please help.

Business

Response:

August 11, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer experienced difficulty when she called to disconnect her service. It is never our intention to cause problems or delay a request from any customer. Due to the concerns that the client brought to your attention, we attempted to contact her at the number that she indicated that she could be reached at. While we did not speak to her, we did let her know that we are happy to process her disconnection and backdate it once we speak with her and confirm the PIN number associated with the account. We look forward to hearing back from the customer and thank you for the opportunity to address this customer concern. [redacted]/Cox Communications Executive Offices/ [redacted]

Consumer

Response:

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

I returned [redacted] call three separate times. No one from the Cox Executive Escalation team has returned my calls. I just want this resolved so I will not have to call, email or write Cox Communications ever again. I have already confirmed my account information with Cox. I indicated I wanted to discontinue my cable and internet service with Cox effective July 16, 2015. The recording at Cox states my call would be returned, but it never has been. No supervisor ever called me back. I am greatly disappointed with how Cox has handled this matter. I was a long time customer of Cox Communications, but I would not recommend Cox to any one.

Regards,

Business

Response:

August 24, 2015Revdex.com rebuttal # [redacted]We are sorry that the customer is unhappy with our company. We have processed the disconnection of service for the subscriber and backdated her billing to July 15, 2015. A refund will be processed and sent to the customer’s service address. Should the customer wish the refund check to be sent to another address, she may contact our Care Center at ###-###-#### to advise us of an updated billing address. We can also be contacted via our website at [redacted]. We thank the Revdex.com for the opportunity to assist the customer.[redacted]/Cox Communications Executive Offices/ [redacted]

Review: Have received numerous calls after canceling my service that there is a $62 dollar equipment charge on my account. I did not purchase any equipment from Cox. The internet modem that I used for service was purchased through a private party NOT through Cox Communications. I called them to dispute this charge and was told there was nothing they could do about the charge!

Account number [redacted]Desired Settlement: I do not wish to be charged an equipment fee from Cox when I did not purchase any equipment from them!

Business

Response:

October 24, 2013

Revdex.com Complaint - Case #9770921 - French

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

On July 4, 2013 the customer called to add the phone combination internet modem (eMTA) to her account. It was added and the customer was able to access the internet. This same day an [redacted] called and said she had sold the eMTA that was added to the customers’ account. The customer was contacted by our technical agent who informed her that the eMTA belonged to the company and to call [redacted] to get her money back and that if she moved or transfers service she needed to return the eMTA to the company.

As a courtesy we have removed the eMTA from the customers’ account and the charge has been reversed.

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

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: I have two issues that Cox Personnel have either refused to fix or are negligent to address. 1) Several times I have tried to pay a bill on their website, I have received an error message about not being able to process the payment. I believe this occurs due to my billing address (for the credit card) does not match the service address. I have used different (credit or debit) cards and still obtain the error message. I have contacted Cox Communication Technical Support several times and this matter is still not fixed. 2) Cox has a Intercept Service (that the Tech Support Supervisors claim they don't know about) that is allegedly to be a opt in service which intercepts the results of google's (not found) web results and projects Cox's suggestions (which is believed to be their affiliates, sales customers) to which is believe that cox receives compensation to project these business to the public. Per Cox's Communications, this service may be opted out, which I have completed several times only to be fraudulently opted back in. Considering I would have to opt back it, it is believe that either Cox Communications 1) have impersonated me (which is identity theft) to turn back on the service 2) electronically reset my option to "opt in" (which I would believe would be fraud) in order to receive more compensation. I have spoken to several supervisors including a couple of techs that CLAIM they fixed the issue, only to find myself opted back into the Intercept Services.Desired Settlement: 1) I want Cox to fix the issue with the payment process so that debit and credits are able to work with no issues, even if it requires them to create a billing address section on their payment process section.

2) I should be compensated for all the time it requires me to call and argue with their customer service reps and technical people about the issue where they are negliglent in fixing the issue.

3) Cox complete any action to STOP all actions to where my account is (in my opinion) Fraudulently "Opted In" for their services.

Business

Response:

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

For the customer’s issue regarding making payments with a credit card online, at this time we do not have a section that allows our customers the option to enter a billing address. When making a payment with a credit card, the billing address would need to match the service address. This is a common payment practice not with just Cox but a wide variety of companies. There are many options available for our customers to submit payment. Payments may be made with a checking account, in person at one of the Cox Digital Store locations, or over the phone. These options are available without having to sign up for reoccurring payments.

We apologize that our customer received enhanced error results while using the Internet, it is always our goal to make the process for opting out as easy as possible. In an effort to assist him in the future, he may opt out of our enhanced error results by visiting this web address: [redacted]. The customer can also view the FAQS for the enhanced error results here: [redacted]. The customer has to log in to his cox account to opt out.

In an effort to demonstrate our commitment to our customers, I have provided a courtesy credit to the customer’s account. He will see this credit on his next monthly statement, scheduled to print on 07/16/2014. We regret any inconvenience this has caused and look forward to providing our customer with the excellent service that he deserves and should expect from our company. If he should require further assistance, he may contact our Customer Care Center at [redacted] Call: [redacted].

Thank you

Executive Resolutions

Cox Communications

Consumer

Response:

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

The Executive that responded acted like a 1st year Customer Service Representative. As I have held Executive positions, I would not have acted so insulting as to the way this individual acted. I have spent many hours trying to convince Cox to take action on the issues. They could give me 3 months of credit and it would not financially reinburse me for my time lost dealing with them.

His actions of providing 1 month credit and thinking this would go away is utterly revolting. Not only do they not handle the issue, they insult me by the way he answered this complaint as the case was insignificant (even after I informed them I was going to charge them negligence.

I have been in contact with their company, spoke to many supervisors, spending hours on hours with this company only to be insulted.

On top of everything else, the individual stated they issued (past tense) a credit, however I have viewed my account and no credit was issued, so which means to me, he is a liar on top of a lazy and misleading individual not to be trusted.

If you need more clarification or have any other questions, please feel free to contact me.

Regards,

Business

Response:

This is in response to our customer’s rebuttal to our previous response. Again, we apologize for the inconvenience that he has encountered due to these concerns. We understand our customer’s position with regard to our payment system, but at the present time there are no plans to make any changes. His concerns have been escalated to the Corporate team that is responsible for these processes. With regard to our customer’s concerns on the opt out process for the enhanced error results, this is being investigated one more time to insure that the customer’s request is being honored We would like to confirm that the promised credit has been applied to the account as of 8-14-14. In addition, the reconnect fee and the payment processing fee were also credited as of 8-20-14. If our customer should have any additional questions or concerns, he may contact our Customer Care Team at [redacted].

Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona/Southwest COE

Review: cox technition came to house appweared to be on drugs he fixed phone modem and returned cable modem. im still being charged for cable modem. cliose to 523.00Desired Settlement: I want the cable box refunded to my acct

Business

Response:

September 30, 2013

Review: Cox plainly advertises on their website a 'TV Essential' plan. When I call to enroll in this plan I was told it is not available (though there are no exclusions/limitations on the web) and the phone representative advises there is only an 'Advanced TV' package that replaced this essential plan.

Cox's web page clearly shows this 'Advanced' tv plan two steps above the essential and significantly more expensive. The rep also stated that while this "Essential" tv package doesn't exist, the channels stated in this non-existant package actually are not in it. How can a non-existent package have a different channel line up?

I feel this is false advertising and purely dishonest.

We don't desire the 220+ $59 package, just the 'TV Essential' package advertised on the website. If this is not available, then the website should be updated and the sales reps trained to provide honest information, not sound like disinformationalists.

I have the original web link here: [redacted]

and in case the company decides to be even more dishonest, I have saved the web page to my computer as well if you need this.Desired Settlement: I would like to receive the package advertised.

As I already do business with COX, spending $60 a month for internet, I would be comforted to know they actually plan to correct this type of business practice going forward.

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, [redacted]

Review: This is [redacted], assistant to [redacted] (CEO and founder of [redacted])

We have used Cox services on our two properties in [redacted] Arizona from Jan this year. Our experience with them has not been very good. They have overcharged us on several occasions. We have been trying to solve this matter with Cox customer services but they have not been very helpful. They have been putting our representatives on long holds, longer than 20 minutes. [redacted] and [redacted] have been trying to solve the matters with Cox but no use. They never helped properly and have been transferring the calls from one department to another.

[redacted] has tried to solve the matter by calling them several times but the same matter happened with him as well.

We are filing this complaint to remove the excess amount from our bills so that we could clear the residual balance due on us.

Following is the detail of the accounts and charges.

1- Account # [redacted]:

Over charging detail:

TV Charges in Jan Mid - Feb 14th bill : $73.99

TV installation charges in Jan - Feb 14th Bill: $37.50

TV Charges in Feb 15th - March 14th Bill: $26.90

TV Charges in March 15th - April14th Bill: $26.99

TV charges in April 15th - May 14th Bill: $73.99

Charges for Expanded Services: $42.86

TV Installation in April 15th - May 14th Bill: $60.00

Total: $342.23

We cancelled our services with Cox on April 27th and following have been the adjustments in above heads we received in our bills due to early cancellation.

TV Charges: -$14.39

Expanded services: -$28.20

Total: -$42.59

Further, following amounts have been reversed to us.

Credit Back in Jan Mid - Feb 14th Bill: -$17.23

Credit back on March 17th: -$31.50

Total: -$48.73

Balance we looking to get back :

$342.23 - $42.59 - $48.73 = $250.91

2- Account # [redacted]:

Over charging detail:

TV Charges Dec 29 - Jan 28 = $69.99

TV Charges Jan 29 - Feb 28 = $73.99

TV Charges Mar 01 - Mar 28 = $26.99

Service Activation = $30.00

TV Charges Mar 29 - Apr 28 = $73.99

Expanded Service = $9.40

Total = $284.36

We cancelled our services with Cox on April 27th and following have been the adjustments in above heads we received in our bills due to early cancellation.

COX TV Starter = -$15.99

Expanded Services = -$31.33

Total = -$47.32

Further, following amounts have been reversed to us.

Credit Back expanded Services March= -$39.17

Credit Back March 17th = -$31.50

Total = -$70.67

Balance we looking to get back:

$284.36 - $47.32 - $70.67 = $166.37

Total For both accounts: $284.36 + $166.37 = $450.73Desired Settlement: We are filing this complaint to remove the excess amount from our bills so that we could clear the residual balance due on us.

Following is the detail of the accounts and charges.

1- Account # 001-8501-224982002:

Over charging detail:

TV Charges in Jan Mid - Feb 14th bill : $73.99

TV installation charges in Jan - Feb 14th Bill: $37.50

TV Charges in Feb 15th - March 14th Bill: $26.90

TV Charges in March 15th - April14th Bill: $26.99

TV charges in April 15th - May 14th Bill: $73.99

Charges for Expanded Services: $42.86

TV Installation in April 15th - May 14th Bill: $60.00

Total: $342.23

We cancelled our services with Cox on April 27th and following have been the adjustments in above heads we received in our bills due to early cancellation.

TV Charges: -$14.39

Expanded services: -$28.20

Total: -$42.59

Further, following amounts have been reversed to us.

Credit Back in Jan Mid - Feb 14th Bill: -$17.23

Credit back on March 17th: -$31.50

Total: -$48.73

Balance we looking to get back :

$342.23 - $42.59 - $48.73 = $250.91

2- Account # 8501224978501:

Over charging detail:

TV Charges Dec 29 - Jan 28 = $69.99

TV Charges Jan 29 - Feb 28 = $73.99

TV Charges Mar 01 - Mar 28 = $26.99

Service Activation = $30.00

TV Charges Mar 29 - Apr 28 = $73.99

Expanded Service = $9.40

Total = $284.36

We cancelled our services with Cox on April 27th and following have been the adjustments in above heads we received in our bills due to early cancellation.

COX TV Starter = -$15.99

Expanded Services = -$31.33

Total = -$47.32

Further, following amounts have been reversed to us.

Credit Back expanded Services March= -$39.17

Credit Back March 17th = -$31.50

Total = -$70.67

Balance we looking to get back:

$284.36 - $47.32 - $70.67 = $166.37

Total For both accounts: $284.36 + $166.37 = $450.73

Business

Response:

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

Review: I cancelled my TV service but they never disconnected my service and I'm still being charged.

I called and cancelled my TV service with Cox in August and returned my cable box/DVR with remote, I just wanted my internet service. When I returned these items I told the representative that I still had TV service and she said I would have it for sometime because they service new customers before cancelling services but I would not be charged. I was credited for the equipment returned but I am still being billed for the full TV service that I had. When I called and told them the problem they said nobody put through a cancel service on my TV. I told them that was not my fault and I did not expect to pay for service I did not order but in fact cancelled. To this day I still have cable TV and have not heard from Cox. I am now being over charged a $100.00 a month on my credit card for TV service that I cancelled.Desired Settlement: A refund in the amount of $100.00 each month since August when I cancelled my TV service.

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 her attempts to cancel her television service. We sincerely regret the inconvenience that she experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We confirmed she requested to disconnect service and returned the cable box in August 2014 but the service was not disconnected. We left a message for her acknowledging her request and to apologize for the delay in disconnecting the service. We want our customer to know that we are deeply committed to being her most trusted provider of communication services and apologize for the inconvenience that she experienced with regard to this issue. We will be happy to assist our customer when she responds to our calls. 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.I have received a call from Cox saying they will credit my account. When I receive the credit I will consider this complaint resolved.

Regards,

Review: Everything started months ago; I bought a property here in [redacted] az and the only cable/internet provided was COX. The property that I bought has a guest house; that being said I am currently living on the guest house, because I live by my self and didn't need any type of services on the main house. I signed up for a bundle package with COX, which it included; cable, internet and phone, everything connected straight to the guest house. Everything was working fine with my service in the guest house, but decided to call cox and see how much it would cost to add a cable box for the main house; the only reason I wanted to add that service is because my grandmother is visiting often to see doctors and she stays at the main house and I help to take care of her when she is here, and wanted her to be able to watch her shows and news. When I called COX, they told me they were going to come to the main house to install the extra box which they quoted my a price around 10 dlls extra per month, so I thought it was worth it. I gave the permission to enter the main house, and I advice my grandmother to let the technician in. When I came back from work, my grandmother was very happy enjoying her shows. Three or four months later, I start receiving phone calls from cox saying that they hadn't received payments from my services which I though it was strange, because I have them in AUTO PAY directly from my bank institution. After numerous phone calls and more than 3 hours talking to cox representatives and being transfer to multiple departments 4 times, they told me had another account under my name with a bundle package in the main house. The technician without my consent, and I tried and tried to get the recording from my previous call when the representative clearly quotes that for the extra box it was going to be an additional 10 dlls. Somehow they decided to install, internet, cable and a phone to the other house in a whole new account under my name. I never noticed because I was only able to see the cable box, because like I mentioned earlier, I don't live in the main house and the technician placed a new modem behind some furniture. The modem which we never used, because the houses are so close to each other that the internet connection signal is strong enough to used it from the main house as well. The phone was never used either on the main house because I had no idea they installed that service without my consent, plus we didn't even have a phone on the main house to be installed. After talking to them again for hours and being advice by a "supervisor" to return the equipment and that they were going to remove all charges from that account and that I didn't have to worry because it was a mistake on their side. He apologize gave me some sort of discounts and told me not to worry about it because he was going to take care of everything. I thought my nightmare was over, but I was very far from that. I started receiving multiple calls from a debt collector, found out that it was COX for almost 500 dlls. I called cox again, after explaining everything again to the representative, and spent 2 more hours on the phone he told me there were notes on their system and that once again, he was very sorry and that it was a mistake on their end. He transferred me to someone else, which it was a young lady who told me that somehow the last time I called them the form got "lost" but once again she knew it was their fault and she was going to submit the form and was going to contact me back in less than 7 days, after the form was process and the credit was posted on the account they sent to collections. That I didn't have to worry about it and she was going to send that information to the credit bureau. I take really good care of my credit so this was all very scary and frustrated to me, because I am on the process of buying a new property. After 10 days and not hearing back from the representative that told me she was going to follow up with me I decided to call cox again. I had to explain everything again and spent 2 more hours on the phone and I demanded to talk to a supervisor. After being transfer 3 times, I talked to a very rude "supervisor" who told me that there was nothing he could do and that I was responsible to pay for a service I never gave authorization in the first place, I just wanted the extra box and I still had my original service with them and was making all my payments on time. He was super rude and told me he was going close my case after so many months of dealing with this nightmare. Every single time that I called, they kept saying it was their fault and that they were going to fix it for me, but this time he didnt even wanted to hear my issue. I hope there is something or someone that can help me, because this is wrong and I shouldnt be responsible for their mistake. I give permission to get all the recordings that I have with COX and also to their meters or their data base that shows that I never used the data and phone services, because like I mentioned earlier I didnt know we had those services because I never asked for them. Even their employees were on my side every single time and kept saying how sorry they were and that they were going to fix everything for me. If you need any additional information, please feel free to contact me at any time and I really hope someone can help me with my complaint. I keep receiving phone calls from debt collections which I never had those types of problems before because I am very responsible with my bills. thank youDesired Settlement: I just want what is fair, and what they told me they were going to do in multiple conversations. Delete that account and remove all charges from that account. And send a deletion letter to the credit bureau.

Business

Response:

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

Review: I moved and set up service to have the Silver bundle for $149.99/mo, which is 4 features - internet, cable TV, phone, and home security. I took a picture of this and this was what was quoted me on 7/11/2015. I get the bill 8/3/2015 and it says I owe almost $400.

I did get some additional equipment for Home Life, for which I am not disputing those charges.

Instead of billing me the $149.99, I'm being billed nearly double that rate. I called on 8/3/2015 to get it resolved. Today is 8/24/2015. I made multiple calls last week starting 8/17/2015, spending literally hours on the phone being transferred from one department to another, everyone saying they can't help me.

I called 8/19/2015, spent most of my day trying to get this resolved. The representatives on 8/17/2015 did nothing. I ended up calling the sales person that I still had the number for, [redacted], to get him involved. Sent him the pdf of my bill. He says I was being double charged. Some representatives said I was coded wrong. [redacted] was having his supervisor help him with this.

A different supervisor that I demanded to speak with after MANY hours on the phone earlier in the week spoke with me, [redacted]. I have called him twice (once Friday, 8/21 and today, Monday, 8/24) and he has failed to call me back (I left voicemails with my number both times). His response was just pay the bill and I would be credited whatever was over. I don't want to pay for double what the bill is. I just want to pay what I agreed to, for a full month at $149.99/month prorated for the less than a month of service I received for that bill.

So now Monday, I have now made 4 phone calls speaking with [redacted] from Loyalty, [redacted] from Collections, and [redacted] from Billing. None are helpful and saying to wait for the Back Office to correct this. I have now spent nearly 2 hrs on the phone and it's ridiculous and the last person, [redacted] from Billing, said give them time to fix it. Call back on Wednesday or Thursday.

I also called [redacted] last Friday, 8/21, and followed up and he said he's waiting on his supervisor.

Well, my original call was on 8/3/2015 and it's still not fixed. How long do I have to wait? I'm now assessed a late fee, which I've not had late fees and always pay on time or early in 18 yrs with Cox. I am furious. Cox's departments do not talk with each other and their representatives don't know how to address or speak correctly with people. It's not my error, rather Cox's and they cannot own up to it.

I specifically asked when they would disconnect services if the bill is not paid, which they said 9/15/2015. Oh, and what added salt to my wound is that they said the rate is now $215. I said I did not agree to that and on 7/11/2015, the price was $149.99. They can't change the price on me when I have services installed.

That's bait and switch and it's illegal. Please, can you help?Desired Settlement: I want to be billed correctly, the $149.99 for the Silver Bundle that I agreed to on 7/11/2015 for home life security, internet at 100 GB, phone, and cable TV (the specifics of each part of this package was spelled out to us). If you need the picture I took of the advertisement and the date I took the picture, I have that. [redacted] said this pricing was good for 2 years and I want Cox to hold to this pricing for 2 years.

I want all late fees or another extraneous fees caused by their error removed and that it does not negatively impact our credit or anything, or my payment standing with Cox.

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 were able to successfully resolve the issues and concerns specified in there complaint.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: My wife called Cox today in an attempt to lower our Cox bill. She spoke first with a woman who made her go through a number of decisions and take more than a little time to reduce our bill by approximately $100/month. It was clear on that call that Cox did not want to facilitate the lowering of our bill. My wife was then passed on to another male individual who would "help." He made her go through the same routine and was rude and abrupt. The savings with this individual was less than with the first.

I think Cox has an interest in making sure our bill is high, and no interest in assisting us in lowering our bill. Thus we had to go through a process of speaking to two individuals, take a great amount of time, and get two different answers as to how much we could save, the last being to their advantage.Desired Settlement: A true review of our bill with a genuine desire to help us reduce costs.

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 recent experience. We sincerely regret the inconvenience that he experienced with our company.

Upon receipt of this complaint, we performed a complete review of our customer’s account and reviewed the calls in question. Our records provided the following information:

Cox business policy allows billing reps to make changes such as upgrades or downgrades to services but they cannot disconnect services. Billing agents must transfer the call to our Loyalty group when a customer asks to disconnect a service.

Our customer called in and was routed to a billing agent. Our customer explained they wanted to change their television services. Our agent reviews which channels the customer uses and which can be removed. The agent advises which bundle discounts are associated with certain channels. After discussing the changes the customer would like to make to her television services the agent quotes the new rate our customer then asks about downgrading the internet service. After discussing the benefit of the current internet service the service is downgraded and the new rate is quoted. Our agent explained the new rate included the bundle discount. Our customer then asks to remove the telephone. Our agent was required to transfer the service to a Loyalty. Before transferring the call our agent quote a price stating it is an estimate and cannot guarantee the price because there are bundle discounts on the account and also states our customer should make sure she keeps the discount. None of the changes are kept and the call is then transferred to the loyalty group.

Our customer then speaks with an agent in our Loyalty group. Our customer explains they were downgrading services and removing the phone service with the last person they spoke with. After making the changes which included removing the telephone service the agent quotes a price which was more than quoted by the first agent. The agent explains the discount is less because our customer loses a bundle discount. Our agent adds a temporary discount to help lower the monthly rate.

We worked with our customer to remove services that do not fit their use and explained they have bundle discounts associated with certain service. When services associated with bundle discounts are removed the discount must be removed with the service. As an attempt to help reduce our customer’s monthly rate we added a temporary discount.

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

Sincerely,

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