Cox Communications, Inc.

Review: Cox representative [redacted] came to our door and offered a package upgrade and a monthly cost savings. Both were agreed upon by myself. Since that time 3 installation dates have been missed, a service tech did come on a day not scheduled. Upon trying to find a number to seek resolution I discovered that the package offered was not comprehensive as that offered on the Cox website. I spent 32 minutes waiting to speak with representative Nicole who could not offer any resolution, transferred me to "Tech" help and after 41 minutes had to leave for another commitment. Attempting to contact [redacted] at the telephone number provided and answered previously has not resolved this issue.Desired Settlement: The desired outcome is installation on an agreed upon date, and a upgrade offer matching the offer on the Cox website. Two year price guarantee and a $200 gift card.

Business

Response:

We are sorry for the difficulties the customer has experienced in trying to upgrade his services. We will be happy set up a time convenient for the customer in which to complete this install. Any online promotional offer must be redeemed via the online sales channel the customer found the promotion. The customer may contact us at ###-###-#### to get his service order scheduled. Thank you for your time and consideration. Respectfully, [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.Regards,[redacted]

Review: In early March of 2014, I called Cox to make a one time payment over the phone. According to the automated system, I didn't have a balance due at that time. This surprised me as I didn't make a payment and I was not aware that I had set up auto payments. I spoke with someone on the phone who assured me that I had made this payment on time, it was received and processed. I didn't buy it, so I went into the [redacted] store to speak with someone about this situation. I explained to them that I must have accidentally signed up for auto payments from a bank account that I knew there were not enough funds in. I wanted to pay my bill with another account. I was assured by two sales associates that my payment was received and processed, to which I argued that was impossible because there wasn't even a pending payment posted on this account and it had been a week since the funds were supposedly drawn. They told me that they didn't have any other information on my account and although I wanted to make the payment, they said I could not because they had already received the payment and it was processed and they assured me that it was not returned. This was my other fear, that it was being returned and I would get hit with fees from both Cox and my bank. The sales people told me that everything was fine and I would receive my bill for next month with one months pricing on it. I couldn't believe it and was extremely doubtful. The man said that I had just gotten lucky and there must have been an error in their system. So I left even more confused than I was when I got there. Fast forward a couple days. I see there are 3 withdrawls from this bank account that I had them take off file, each for $25, on the 10th, 13th and 18th. Since there was no money in this account, which I told them multiple times and supplied them with the information to the bank account that did have funds in it, it caused me to get him with multiple over draft fees. As if I weren't frustrated enough by this, when I went in to show them, they said they had no record of two of these three withdrawls. Bank statements in hand, they told me there was nothing they could do essentially. Beginning of April, I call in to pay my bill. The prompter informs me that I owe almost $400! I tried to do the right thing, pay my bill at the beginning of March, I was told I could not because I had "already paid it" and was assured that my bill would be back to its normal amount in the beginning of April. Now I'm expected to pay $400 because they can't get their billing straightened out. Obviously I didn't have $400 laying around so for the next week I scrambled to pick up shifts and make enough to pay it in full with out getting charged any more penalty fees. According to Cox they had reversed the charges of some late fees and one of the $25 charges that they had record of. However, since their bills make no sense and the people seem to talk down at you to make you feel stupid with out ever really answering your questions or helping you, I still never had a bill for less than my normal price, which it would have been if they had reversed the charges. The most upsetting part of this for me is that I am working on getting approved for a mortgage and I monitor my credit score very closely, because of the debacle with Cox, my score dropped 40-50 points depending on which monitor you check. I also had the bank statements with these $25 charges they have no record of faxed to their "misapplied payments" department by a sales person at the [redacted] store. That was over a month ago and I have heard no response. I am beyond irritated with Cox and they way they con their customers and steal from their bank accounts and don't seem to care about it. Because of their lack of records and refusal to let me pay my bill from the bank account that I intended to and assuring me that my payment was processed and would not be returned, they have caused me great financial setbacks and stress between drastically affecting my credit score and making me unable to pay other bills when slapped with a $400 from them.Desired Settlement: I want the $50 that was taken from my bank account that they have "no record of" even though the statement itself was faxed to this "misapplied payments" department by [redacted] in the [redacted] store on April 16 2014. I can supply these statements if necessary via email. I want the money refunded to me in the form of cash or check because whenever I get a "credit" on my bill, it seems to not reduce the bill in any way.

Business

Response:

June 27, 2014

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

We would like to thank the customer for taking the time to file her concerns regarding a payment made and returned as not paid. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

The customer signed up for [redacted] (automatic debits) on February 6, 2014. The first payment was debited on March 9. On March 17 the customer came into a [redacted] store and changed the bank account number for the automatic debits. On March 19 the bank rejected the payment that was debited on March 9. Subsequently the payment was added back to the account and a $25.00 returned payment fee was assessed to the account.

On April 7 the returned payment fee was credited as a courtesy to the customer. Since this was not caused by the company the bank charges the customer incurred were not credited and she was informed to dispute them with her bank.

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 Resolution Specialist

Executive Resolution Office of the General Manager

Review: In May of 2013 I was notified by Cox that my bundle was expiring and needed to be renewed. I have just taken my social security and am now on a very fixed income. Price is important. Instead of opting for a new bundle I elected to just get cable. I have a cell phone so no need for a phone line. I am at my daughters frequently and can use her internet if needed. The price was quoted a $89 per month. My problems began the next day when a Cox person called me. She said she wanted to work with me to get me a bundle at an affordable price. I emphasized to her the cost was supreme. She said she could get me a bundle that would include just 911 for $9.99 a month and no other phone service along with internet for $101 "out the door" as she put it. She said my next bill would reflect this price. Low and behold when I got my bill it wasn't $101 as she quoted. I called Cox customer service and was told that the monthly bill would be $112.00. She was unwilling to change my bundle to reflect the amount back to $101. The sales person who said she would get me the the bundle for $101 wrote in the notes section that she would save me $101 if I didn't bundle. This is much different then what she said on the phone.Desired Settlement: I want the bundle I was quoted back in May for $101 and for the next two years. This was a bait and switch deal and I am very disappointed that the Cox person acted in this way but she was a sales person on commission so go figure.

Business

Response:

We were sorry to hear of the confusion that the customer recently experienced when she contacted Cox regarding her service and monthly rate concerns. Please accept our a apology for the confusion that the subscriber experienced with our company. The details of the Revdex.com complaint were forwarded to our Sales Manager [redacted] for review and investigation. [redacted] advised that with the addition of a promotion, we were able to adjust the monthly rate charged to $102.93, including tax. He also confirmed that the customer is receiving two current campaigns that ensure a large discount to the billing. We apologize again for the misunderstanding that the customer experienced with our sales agent. It is never our intention to mislead or misinform any of our valued subscribers. We suggest that the customer contact our Billing Department at ###-###-#### for more detailed billing information on this situation, as well as any other questions she may have with our service. Thank you for the opportunity to assist. [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.Cox's solution is too late. I expected resolution when I called to complain about the bill I had received. The biggest issue I have is with the sales person that called me who out and out lied about the package she was selling to me. The package was supposed to be $89.00 plus tax but my bill instead indicated it would be $118. That number was according to the customer service person I spoke to. When I threatened to cancel my Cox service she said there would a big fee for canceling my contract. I later found out in a Cox live chat that I wasn't under a contract. Now we have two lies which is unsettling. [redacted] is coming out to set up only TV service today.Regards,[redacted]

Review: This complaint is in regard to the continued fraudulent and negligent billing practices of cox communications! In a period of four months, my family has been forced to spend hours upon hours of time and utilize our own personal resources to correct the mistakes of cox communications! In December, cox proceeded to take a payment without any authorization from us as the customer, and this past March, cox proceeded to take two payments out of our account instead of one. Though the problem in December was rectified after weeks of battling, the current negligence of cox is still In question and without remedy. Both instances over drafted our bank accounts and forced us to spend countless hours of time chasing down bank accounts, stopping payments, transferring monies, speaking to cox reps, writing letters, etc., etc., etc., According to [redacted], the mistakes were rectified on cox' side and our balance was to have been zeroed out by a full credit to our account of $150.00. To our dismay, not even one week passed and we were being harassed by cox communications employees again threatening to discontinue our service if we did not pay our bill.. What bill? If our dues were zeroed and a credit was placed onto our account, how could we possibly owe any monies to cox communications? [redacted] lied, will not call back or follow through, and our family has made a decision to no longer utilize the Services of cox communications! We are tired of the fraud, the negligence and incompetenc, the lies, and spending exhausting hours of our lives trying to fix the mistakes cox communications has made. There are numerous phone calls, emails, and correspondence that will validate all of my claims, and it is shameful for cox communications to continue to treat customers in this manner! We are not being paid for our time correcting these mistakes! Is Cox Communications being paid? yes! Should I be asking for compensation for Cox Communications taking my time away from my family and my days and nights? The answer is yes! Should I also be requesting compensation for the stress and aggitation that Cox Communications has continuously caused my family by not performing their jobs correctly? Again, the answer is yes! How about our cell phone bills and the hours of wasted minutes I have incurred talking to useless customer service representatives who continuously treat customers without any respect and place us all on hold for minutes upon minutes only to be transferred to more unprofessional service representatives who are rude and sarcastic and again place us on hold for even more minutes. Yes! Should I be requesting compensation for that time lost and the cellular minutes lost? Again, the answer is yes! How about all of our time spent having to go to our bank and request records and request that our personal banker review our accounts to ensure that we are correct in pointing out the mistakes of Cox Communications. What about all of the stop payment requests we have been forced to request. How about the need to transfer monies immediately due to the overdrafting of our accounts! Should we be compensated for all of that time, effort, and frustration!! Once again, the answer is yes!

The point I am trying to make is this; though you at Cox Communications might view these issues as a simple fix, you are way underestimating the severity of the problems you have caused for my family and in my life! I will never get back all of the wasted time and energy dealing with the incompetence, the frustration, and the stress you have caused by not being able to perform your jobs effectively and professionally!Desired Settlement: Since my family has chosen to discontinue our business relationship with cox communications, and change to a better internet provider, I feel

It is only fair that cox communications refund all of the last four months worth of fees that are attached to our account. This total is $299.96. I believe this is fair as I am not requesting fees for all of the wasted time, energy, and frustration that cox communications has caused my family! I have already provided a breakdown of the cost of my time to cox communications in regard to the time spent repairing their mistakes. Clearly that is a greater amount, and the refund of four months of service/misery is very generous on our part!

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer had issues with billing and payments. We attempted to contact the customer by telephone and email. We have not had the opportunity to discuss the account with the customer at this time. Once we do, we will apologize for the experience and explain the account has been provided courtesy credits in December and April. The total credits cover the concerned amount in the requested resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: We have a cable box out in our front yard that is the property of Cox Communications. On April 4, 2016 someone hit it with their automobile. We contacted Cox communications starting April 5th and have called on many occasions only to be told they would be out to repair the box. We have even waited at home to be here on days they have said they will be here but as of May 10 no one has repaired the box. We feel it is a liability in our yard with the cables laying outside the box and broken composite material. We have young children walking past it on their way to the school bus stop and many family pets and wildlife that potentially are at risk due to multiple exposed cables.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding the damaged equipment on her property. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. Upon receipt of this complaint we see that this customer has already spoken with our Corporate Care Department as of 5/11/16 and that the issue has been resolved by our Field Services Department. We are confident the issue at hand has now been resolved. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank You. George Executive Escalations Cox Communications

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

E[redacted]

Review: Cox installed all our phone and IT equipment. We wanted Wifi so we could use mobile devices thru out the house.

They installed and billed me for [redacted] N150 Router. Regularly called as I could not receive service thru out the house. They would put me thru a long check list., I made COX keep record of all the calls. [redacted] had to be replaced. They came and sold me a new unit. Within 30 days I complained , Cox came to the house.

For the first time, the tech measured the strength of the [redacted] unit. THE SIGNAL WAS INADEQUATE. I RETURNED IT FOR REFUND.

I THEN ASKED COX FOR REFUND OF THE ORIGINAL [redacted] WHICH , selected by them, was not adequate and never gave me the service I was paying for .They refused, it was out of warranty or the 30 days.Desired Settlement: Minimum I feel entitled to is refund for COST inadequate [redacted] equipment. They should have sent someone initially to measure for required signal.

Instead of wasting all the hours with their tech dept on the phone, they should have sent someone. Great inconvenience and waste of my valuable time. They did give me occasional credits against my internet charges. Admission by them that I had legitimate claim. THAT IS INADEQUATE FOR THEIR NEGLIGENCE.

I would like additional future credit against their charges.

Business

Response:

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

Review: I called Cox on 1/11/16 to ask about changing my service or cancelling it. I spoke to a Mark for about 45 minutes during which he concluded by the end of the call that he would be able to give me low-speed internet and the same cable services that I had previously had and NOT their "flex plan" that they wanted to promote. After talking to whoever Mark was consulting with, he came back on the phone and said that he would give me those 2 services for $59.33 per month. I had asked to keep it at a max. of $60.00, and had said I would just cancel all services if they couldn't do it for $60.00 or less.

I didn't find out until 2 weeks later, when I called because my cable wasn't working in my kitchen, that they weren't going to honor that $59.33 amount that I had been told by Mark that I would get. I cancelled all of my services that day as of the end of that billing period. I paid them $80.00 which should have been all I owed them but they say I owe them $41.00 for a service call.

One of THEIR agents, Mark, gave me this price and also said that if a cable man had to come out to my house to connect something that they wouldn't charge me.

So they can give me a price and then don't have to honor it? and also tell me they won't charge me for a service call and then they can charge me?

They have now sent the $41.00 balance they say I owe them to collections. I dispute that I owe this because if they would have given me correct information in the first place and hadn't said that they could give me the services for $59.33, then I would have cancelled services on 1/11 and then wouldn't have incurred the service charge for the cable man to come out.

I don't understand how this is legal for them to quote prices on the phone and then change their mind later ?? Isn't that fraud? ( My son used to work for one of their phone contractors and told me of the shady practices that they use.) Why is this o.k. for them to not stand by what they say???

,Desired Settlement: to remove this $41.00 charge from collections and send me a corrected bill

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 performed a thorough review of the client’s account. We have concluded to issue the requested credit in the amount of $40.81. This credit will appear on the statement printing on or around April 6, 2016. 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: I have had there service for 11 months. You would think they could get it right. Channels go out nightly. Have had them out before on the same prob

How long does it take to do a install. This is a dedicated line not satellite TV. I have had numinous techs out to fix the problem .From Supervisors to regular techs. The Have put filters on the line to fix it, been told it is the area

been told it was [redacted] lte towers , then been told that it was nothing- just want out of the contract so I can get a service that works all then time Not wen the the cable serivce decides to have it work - getting tired of calling and Missing programs on channles that I pay forDesired Settlement: out of contract for cable tv, internet I have to keep- getting tired of calling and waiting for techs to show up , and NOT ABLE TO WATCH PROGRAMS THAT I LIKE TO WATCH

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their cable services. We have contacted the customer directly to address his concerns and provide a successful resolution.Thank you for your time and consideration.[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I got told that there are known Contur issues that causes this problem got told by the tech [redacted] - will want out of contrac or a deep discount for the problems this serive has - that Cox knows about and not doing noting about Rebotting the box is not fixing nothng - DONT PUT OUT THE PRODUCT IF DONT WORK Regards,[redacted]

Business

Response:

We have reached out to our customer in response to their rebuttal. The customer has informed us that he has decided to discontinue his services with Cox Communications. While we are disappointed to hear the customer has decided to disconnect their service, we respect their right as a consumer to do so. Should the customer change their mind in the future, we are always open to have them as a Cox customer again. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Billing for early termination fee. When I moved out of state and they don't provide services in new area

called to cancel service and was told final bill was $170.00.Recieved bill for $330.00 which included a early termination fee. When I called cox and questioned this I was told that either I keep service or I would have to pay fee. I asked if the provided service in this area and they said they don't. This isn't like a cell phone company where service is provided nation wide. They can no longer provide service. Then to try and stick people with fee's due to a job moving and them having to move is bad business. Also to suggest that I keep paying for a service that I can't use is crazy as well. Last contact with them was 3/11/14 and this was told to me yet again. Shame on cox for trying to take advantage of people and steal their money when they can't even provide the service in the area.Desired Settlement: To have this fee removed since they can't provide the services they are requesting money for. Unlike a cell phone company that DOES offer nation wide service

Business

Response:

April 10, 2014

Revdex.com Complaint ID [redacted] - [redacted]

Re: Customer Disputing Early Termination Fee

We want to thank our former customer for taking time from her busy day to let us know about her concerns regarding the early termination fee associated with her contract. It is always our goal at Cox Communications to provide our customers with exemplary customer service. Unfortunately, it does not appear that we were successful in this effort in meeting her expectations. We would like to apologize for the inconvenience that this issue has caused her.

Upon receipt of the complaint, her account was completely researched. Our records indicate that our customer accepted a Price Lock Guarantee on 7-01-13 when she called to get a reduction on her monthly billing. As part of that agreement, it is important for our customer to understand that she enjoyed her services at a significantly discounted rate for the time that she kept the service. She enjoyed her services for approximately $162.07. A package such as hers without the contract discount benefits would have been approximately $194.05 which indicates that she enjoyed an approximate $38.00 per month savings.

Our records also indicate that there is a charge for $122.00 for the telephone modem that was not returned. We hope that there is some way for our customer to recover the equipment and get it returned to us. We will be more than happy to supply a return box to assist her in this recovery.

The current outstanding balance on the account is $457.80. This balance includes the following charges:

$170.47 for the last month of service from 2-01-14 to 2-28-14

$122.00 for the telephone modem

$165.33 for the early termination fee

As a courtesy to our former long-time customer, we have waived the early termination fee in the amount of $165.33. Upon recovery of the telephone modem, the $122.00 fee will be credited leaving a balance due of $170.47. If she is unable to get the modem returned, the total balance due will be $292.47.

We apologize for the poor customer experience that our customer encountered at the end of her relationship with us. If our customer has any additional questions or concerns, she can contact our Customer Care Team at ###-###-####. Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Review: My mother passed away last November, and I paid her final bill to cox communication. The payment I made was an over payment and there was a credit due to her acct . I sent in the death certificate and a small estate affidavit which is a legal document allowing me to receive the refund in my name but cox is refusing to follow the documentation and keeps sending the check in my deceased mothers name. After several conversations with the rude customer service people they said they are not going to send the check in my name and they do not have to follow the small estate affidavit per their policy. I have proof I was the one who paid the debt on my mothers account.Desired Settlement: The refund check put in my name per legal small estate affidavit and proof that I was the one who paid it.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding a refund on their late mother’s account. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address their concerns brought to the attention of your office. We are actively working with our customer and we are confident that we will 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. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: Cox Communications wanted to collect money on a modem that I had already paid them for.

I purchased a modem from Cox in February of 2013. We moved and I cancelled the service. They continually called me to get the modem. When I called the company and explained the situation on January 10, they were extremely rude and told me it was going to collections if I didn't pay. I went into the Wilcox office. She told me that I had purchased the modem and gave me a receipt on January 12. She said that it had been fixed. On January 26, I received a phone call from a debt collection agency regarding the modem I had previously purchased. I called Cox today and again confirmed that the modem had already been purchased.Desired Settlement: I want Cox to STOP contacting me and threatening my credit over something already paid for. I would also really appreciate an apology for their service.

Business

Response:

January 28, 2014 Revdex.com complaint ID –[redacted] We were sorry to hear of the difficulty that the customer experienced with her purchased equipment charge. Due to the concerns that the customer brought to the attention of your office, we contacted the subscriber directly. We advised the customer that our records confirm that her account is not in collection status, and there are no charges on her former account. We also confirmed that her account information was removed from the collections agency records, and she does own the equipment in question. The customer has been given a direct contact number to reach us for any other concerns related to this matter. We appreciate the opportunity that the Revdex.com has given us to address the matter. [redacted]/Cox Communications Executive Offices/ Arizona

Review: Cox Communications took an unauthorized bank draft of $268.24 from my checking account on 2/19/2014. This was done two days after I had already made a payment on their website of $134.57, which is now my monthly rate for service. This was also weeks after I had cancelled my enrollment in their "EasyPay" program because I had so many problems the two previous months trying to change the account I wanted to use for automated payments. The unauthorized bank draft is also TWICE the amount of my monthly rate for service, so Cox has actually taken THREE times the amount of money that they are entitled to for the services I am signed up for! I called Cox on 2/19/14 as soon as I saw the bank draft of $268.24. The rep I spoke with told me that this amount would be refunded back to my bank account within 48 hours. As of today (2/24/14), my money still has not been refunded. I called Cox again this evening and spoke with another rep who told me he was filling out a form for me. He told me that this form is what is needed to refund my money. He told me it would take up to 6-8 WEEKS for me to receive a CHECK IN THE MAIL. This is completely unacceptable for a company to take out an unauthorized bank draft equal to three times what I am supposed to be charged for service and then make me wait up to 8 weeks for a check that could potentially get lost in the mail.Desired Settlement: I am requesting that Cox process an IMMEDIATE refund of $268.24 directly back to the bank account from which they took the funds. Thank you.

Business

Response:

We would like to thank the consumer for taking the time to file her concerns regarding the overpayment on her Cox account. Please let me begin with an apology for challenges that she has had in resolving this matter. We certainly do not want our customers to experience such frustrations while trying to amend an overpayment on their account.

Upon receipt of the complaint from the Revdex.com on February 25, 2014, I began research of her account and found that the customer had erroneously been set up on our EasyPay on January 27, 2014. Her January statement had printed, advising the customer not to send a payment because the payment would be processed on February 18, 2014. However, the customer made a manual online payment on February 17 and then the automated payment processed on February 18, 2014 causing a duplicate payment.

I confirmed with our [redacted] in our Account Services Department that we had completed a payment reversal on February 21 for the overpayment in the amount of $268.24. On February 25th, [redacted] called and confirmed the $268.24 was credited to the customer’s Bank of America account on February 25, 2014.

Cox always strives to be a leader in customer service. We certainly regret any inconvenience this has caused and were happy that we were able to reverse the funds back into the customer’s bank account. I have applied a credit in the amount of $25 as a courtesy for the problem that occurred. The customer will see this credit reflected on her next Cox statement. Also to confirm that she is no longer enrolled in the EasyPay automated payment system.

It is our hope that the information we have provided will assist in the resolution of her request and regain her confidence in our organization. She has been a loyal Cox customer for over seven years and we want her to know that her patronage and loyalty is important to us and we appreciate her. For future assistance with any other issues that may arise, she may call our Customer Care Center at ###-###-####. Thank you.

[redacted], Executive Resolutions Specialist

Office of the General Manager

Cox Communications

Review: Have not received money credited to my acct.

I was a customer of Cox Communications for internet service for over 5 years.

I cancelled the service March 12,2014. The account summary of March 18, 2014 said I had a credit balance of $3.53.

I thought 2 wks was ample time to receive the refund because I know were I to be late on a payment for 10 days even,I would be charged interest and perhaps even have my account closed and then the collection agency would be after me! My payments were always on time.Desired Settlement: Just as I would be held liable for any payments I would be late on and charged a late fee and interest, I want the same in return.

There is no reason I should have to wait so long for such a small refund and have to write the Revdex.com for action.

I therefore want my credit amount of $3.53 plus 2 months late charges that they would have incurred on me and any interest if applicable.

Business

Response:

June 6, 2014

Review: As part of their cable television services, Cox offers their subscribers Video On Demand service ("On Demand"). The service has a channel where network and cable broadcast content is posted, usually within 24 hours of original airing. Users can then view the content on their own schedule. If a customer subscribes to a premium channel ([redacted], etc.), that content is also regularly posted to the On Demand channel.

In late September, content stopped posting to the On Demand channel. Since September, I have tried numerous communications channels (customer service email, support forums, Facebook, Twitter, and by telephone, trying to get information from Cox employees as to when the latency issue with the On Demand content would fixed, and when new content would commence posting regularly to the On Demand channel.

As of 11/24/2014, On Demand content is still experiencing latency problems, and the content is still not current. The only definitive information I have received from Cox, is that the latency problem is a known issue, and they are working on correcting it.

Given that 60 days has passed since the issue was first noticed, and since that time, I have notified Cox on multiple occasions that the problem has not been resolved, I believe that the company either is unable or unwilling to fix the problem with their advertised service.Desired Settlement: I would like to be contacted by Cox via email, with an explanation of what is wrong, and a firm date on when the advertised service will be returned to full functionality.

Business

Response:

We are sorry to hear that the customer still has concerns regarding the VOD service. We advised this customer last month that our Network Operations Team confirmed that while we did have challenges during our On Demand upgrade; the problems were sporadic and did not impact all of the VOD content. At the request of our office, several of our Field Supervisors contacted the customer by phone to discuss the specific concerns that he was experiencing, but they were only able to leave a message. To date, our Supervisors have not received any return calls from the customer. We urge the subscriber to contact either of the Supervisors that left him a message so they may answer his specific VOD content questions. We look forward to speaking to the client hope that he will allow us to assist him. We hope this information has been helpful to the Revdex.com. Thank you. [redacted]/Cox Communications Executive Offices/ Arizona

Consumer

Response:

I sincerely hope that Cox is not trying to deflect blame, by insinuating that this problem would have been resolved if I had returned their phone calls. I suppose that would be understandable under these circumstances.The fact is, I did receive a call from a Cox supervisor on 11/18/2014, and I returned his call that day, and reiterated - once again - how long the problem had been occurring, and what specific issues I was having.As of 12/5/2014, On Demand content is still posting late, and is not current per Cox's advertised standards, which state that On Demand content is posted the day after it airs, and is available for 28 days.And the issue has been far from sporadic. I would direct Cox's and the Revdex.com's attention to the following hyperlink:[redacted]This is one of many posts on the Cox support forums specifically related to the On Demand service, with numerous complaints from consumers about latency issues. This particular string has responses dated from September 24th, 2014, through 12/5/2014. I would hope this addresses the classification of this issue as "sporadic". It's not.For the past two months plus, the best answer I've received is that Cox is aware of the problem, and is working on it. The most recent response in this specific thread from a Cox support monitor (identified as [redacted]) reads:"This issue is escalated to the highest levels in the organization and has been for a while."Knowing they are working on it is no longer a satisfactory response for me.I would like an acknowledgement from Cox that this is a known and on-going problem, and provide me and other customers with a hard date as to when the latency issue will be permanently fixed, per their own advertised standards.

Regards,

Business

Response:

We advised your office in our first response that our Network Operations Team confirmed the challenges that we experienced during an On Demand upgrade, and we were advised the problems were intermittent. As our Social Media Team advised the subscriber, we are aware of the VOD content latency issue that some customer’s may be experiencing. The issue has been escalated to our Corporate Offices, and our Network Engineers are working to ensure the On Demand content updates in a timelier manner. We are sorry that we weren’t able to give the answer to the customer that he was hoping to hear. We will contact the customer directly in an attempt to answer his specific questions on this matter. [redacted]/Cox Communications Executive Offices/ Arizona

Review: For the past several years we've had cox Communications provide internet and home cable TV services there's been 1 recurring problem. This problem is that every time it rains or gets windy, their service is substantially and noticeably unreliable to the extent that it is unusable. We've never missed or been late for a payment however cox communications does not seem to want to reciprocate with good and reliable services. The steps that we've taken to repair this issue will be outlined below:

1. We've had 6 "technicians" come out and attempt to repair the problem, each saying that there was another problem that caused the service instability that we experience everytime it rains or gets windy.

2. We've swapped (at our expense mind you) all of the hardware they provided.

3. We've spent several, several hours on the phone talking to more "technicians" that simply repeat "turn it off and back on again". This wouldn't be so bad if I myself was not a network administrator and condescension is simply rude.

4. When they offered us "gigabit" internet services they replaced our router/modem with one of their own, guaranteeing the problem would be resolved and yet it's only become worse.

5. Their speeds are no where close to advertised, even on "good" days.Desired Settlement: I would like for them to take me seriously as their customer. I want them to come out and actually fix the problem aside from looking at the cable junction and going "Yep, looks good, should be fixed". This is an issue on THEIR end, I don't know where it is, be it at the hub, the cable junction box, or somewhere in-between.

Business

Response:

Revdex.com Case #[redacted] We were able to make contact with the account holder and want to thank you for bringing this to our attention.We would like to thank the Revdex.com for their time and consideration. Jaimi / Executive ResolutionsOffice of the General ManagerCox Communications, Southwest RegionTell us why here...

Review: on september 13 2014 I was told that my service from cox for internet, phone and cable would be $79 per month, I was on hold for over an hour to request service from cox, and they assured me that they would connect the service on sunday september 14th, when I went to the cox store on september 15th, they told me that they could not connect my service until thursday september 19th and my bill would be $100 per month not including internet, when I asked to speak to a supervisor they told me none was available, and they told me call the cox customer service, when I did I was transferred and put on hold for over 15 min, I was unable to continue holding, I was mis lead and treated poorly. There was a line out the door and other customers were complaining that a similar situation had occurred with them as well.Desired Settlement: the promised internet, phone and cable service for $79 per month as was promised by cox communication, the conversation was recorded to the best of my knowledge and therefore it should be adhered to.

Business

Response:

We are sorry to hear the customer’s new service request was not correctly inputted causing a negative experience for the customer. The original sales call was reviewed and we would like to discuss the conversation with the customer. We have attempted multiple times to make contact with the customer to rectify the issue, regretfully, contact has not been made. We have provided messages with contact information for the customer so the new account can be correctly scheduled. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I contracted this business for my service provider and was told the internet promotional price/offer would be $24.99 for 6 months on the "Fast Speed Internet" as a bundle savings. Previously, I only paid $75 for basic t.v. and phone service. I decided to purchase because of this reason. I received my first bill to she a $100 installation fee, plus a fee for the modem, the internet service fee is now showing $55.99 + $6.99 monthly for the modem to total $62.98 for the internet. The total for the 3 services is now $137.91 including fees and taxes. The discount to change service provider was $41.98. In all reality, the actual charge for the internet is $42 not the 24.99 as they advertised. Unwillingly, I accepted to pay for this services, however, I have been encountering problems with their internet service and they are dishonest in their practices. It continues to go offline, I continue to get Buffering messages. Magically when the technician was here, the internet worked. I was told if I wanted to watch videos, I would have to pay more money. They lie in their advertising and when you sign up they never tell you how many MG you have. I am also being billing for more than they had said. I am very frustrated with the situation. They do not want to swap out the old cables. They tell me I have to pay for the cables or make monthly installments. This is a joke. Do they think i'm stupid?Desired Settlement: I would like better service or charge me for the service I do have: bad service. If I have an option to cancel with no penalties. I would like to have a portion of my money returned as they lied to me and have been ignored. They want to charge me more than promised.

Business

Response:

December 13, 2013

Review: Returned to Cox as a customer in August 2014. They installed the cable box in my house and 3 hours later the cable went out. I called customer service and spent 45 minutes on the phone and was told the cable box was bad and they needed to replace it. We scheduled another time for them to come out and they did. The next morning the cable tv said my account was disconnected. I opted to cancel the service as I got it to watch football and with all the errors I missed the entire first week of games. Cox again said the box was bad and wanted to reschedule but I didnt want the hassel anymore. The technitions never knew what was wrong and the whole thing was a waste of time. I cancelled and was told by the rep he would refund any charges that had to do with cable. I just received a bill for over 100.00. I have internet and will gladly pay for it as usual but I owe nothing for cable.Desired Settlement: refund all charges having to do with cable tv. I will gladly pay for my internet service but I owe NOTHING in regards to cable.

Business

Response:

We were sorry to hear of the challenges that a customer faced during recent installation of cable service. Due to the difficulty that the subscriber did experience, we have contacted him directly to rectify the billing of the cable service. Because the customer did disconnect service within 30 days of connection, the fees were removed from his account. We hope this information has been helpful, thank you for the opportunity to address the concerns from the customer. Sincerely, [redacted]/ Office of the General Manager/Cox Communications Executive Offices/ Arizona

Review: Approximately Dec of 2014 a work order was requested to hook up cable and internet at our AZ address. Jan 1 the order was rescheduled and then there was 2 orders to hook up. The cable/ internet if any would have been hooked up for 4 days. To my knowledge it was not hooked up at all. I keep receiving bills from Cox. We have called them at least 3 times about this and even more to get the phone disconnected.The billing department once said the charges on the bill now are for equipment. The equipment was picked up in February by a Cox employee. I am 86 years old and I didn't realize my account was being charged every month. I was billed Jan, Feb, and march. No one has even been at the house in AZ except for 4 days at the beginning of the year and 4 days in February. In May I received a notice that it was disconnected for non payment. I had been trying to get this straightened out wit Cox. For at least the 3rd time we called Cox on July 21 and spoke with [redacted] in the billing department. He went back to the beginning of the account and saw that it should not be charged and also said I would receive a check back for approximately $540 for the error Cox made in the billing. At least 3 times we have called Cox and they have said the bill will be taken care of.. Then I receive another bill. Now Cox has sent my account to a collection agency. I asked who hooked the tv and internet up and I was not told. I have been calling Cox about this issue since January! [redacted] also said the service was canceled the end of January but since there were 2 work orders only 1 was canceled so that was the problem. [redacted] forwarded all of this information to the department that would be able to give me a credit but nothing has been resolved yet! He said I would receive a check around July 31. Also I received a letter from Cox dated May 3, 2015 that said my financial institution refused payment. I checked the bank and credit card account and they did not refuse payment. My banker called Cox and asked for a check number because she had no record of a refusal. Cox said they did not send the letter!Desired Settlement: I would like a refund for charges after January 31 and a credit for the charge they continue to send me now.

Business

Response:

Revdex.com Case # [redacted] It is our goal to provide our customers with exemplary customer service. We sincerely regret any inconvenience that our customer has experienced with our company. We have contacted the customer directly to address their concerns and provide a successful resolution. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

[redacted]) Or [redacted]

I was informed that the letter to Revdex.com would be details of the phone conversation we had. It was agreed Cox Communications would repay 1/2 of the charges that were paid from January 2015 to current. And the current charge of $247.00 would be completely credited.

Review: I originally contacted Cox to disconnect services. Cox offered me a reduced price for "loyalty" purposes. I agreed to keep my services longer for a reduced price. The representative never mentioned I've be under contract. I had to leave the country and needed to disconnect, I returned all equipment and paid all bills. After being away for 3 months I come back to a $420 bill. I immediately contacted cox to try to resolve the miscommunication. At the point I spoke to a supervisor who told me I was responsible for those charges. There was no getting her out of repeating the same scripted words "You accepted a reduced price". It's very unethical that a company would do that. I didn't pay that amount because I don't think its fair as a consumer. It's now on my credit report and I would like to have it removed. I will pay the difference of the money I saved for a couple of months. I just don't see how a company can operate this way.Desired Settlement: I would like the charge to be removed from my credit report.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by an early termination fee. We attempted to contact the customer by telephone and the number is disconnected. We have sent out an email to advise the customer that the contact needs to be made to review the account and charges. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region