Cox Communications, Inc.

Review: This company has over the ground cable wiring between 2 connection boxes, and laying on top of 2 driveway entrances. It has been this way for 2 months. It is nearly impossible to get to someone within the company to discuss this matter.Desired Settlement: Bury the wire that has been there for 2 months. Cox has been notified, but does not have direct communication with anybody except customer support. They have been contacted by all neighbors affected, with no results.

Business

Response:

August 19, 2015 Revdex.com complaint # [redacted]-- [redacted] We were sorry to hear of the difficulty experienced regarding the cable line that is lying above ground. Due to the information that [redacted] brought to the attention of your office, we contacted our Field Leadership Team for assistance. Our Tempe Field Supervisors advised us that the cable line [redacted] refers to is a temporary cable/feeder line that will be permanently relocated. Our Leadership Team has assured us that [redacted] will be contacted and advised on the progress and time line of the line relocation process. We will contact [redacted] directly as well and give him our contact information in case he has additional questions regarding this matter. Thank you again for the opportunity to assist! [redacted]/Cox Communications Executive Offices/ [redacted]

Consumer

Response:

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

Regards,

Review: February 2014, we were at an RV park in Tucson, AZ and rented a cable box with ONE month of service from Cox Communications. Exactly 30 days later, we were cut off (in the middle of the Oscars). Service ended. Next day, we returned the cable box as we were LEAVING THE STATE that day. Turned in the box, no money was required as we prepaid, we left and went home to Oregon. Nine months later we were dunned by a collection agency, saying we still had service and were in arrears. We have been trying in vain to rid ourselves of this debt, which is now a stumbling block in our refinance process. We did not continue the service beyond the thirty days. We DO NOT live in Arizona. The collection agency refuses to clear this debt from our credit report. Stay away from Cox Communications.Desired Settlement: We do not owe Cox Communications any money. We turned in the cable box to which they had provided the agreed-upon service for thirty days. We do not live in AZ. We terminated our arrangement as planned and paid for the service in advance. Thirty days. It it not fair that we not only did not owe Cox Communications any money beyond our initial contract but we are not about to pay a collection agency for their mistake. Please help me to get this off my credit report!!!

Review: I had cable with cox for over 10 years I recommended them to many people and they really worked with me throughout keeping costs low as I work for a airline and take care of my ailing grandmother so I am rarely home. The problem started five years ago when I moved from on house at [redacted] to current home. I could no longer log in online to pay my bill as it would bring up a address I was no longer at. I spoke to numerous tech agents over the next several years to no avail so all payments must be made through the phone. I pay all of my bills online so it made this particularly irritating. The brings me to this summer I was in NYC and returned and received my mail which contained my Cox bill. As I began to unpack I noticed the receiver on the box said call so I knew it had been disconnected no big deal I will just call and make payment so I grabbed my bill and called in the rep on the phone advised a entirely different amount than the bill stated. I advised I had my card and was prepared to pay but I needed to know why the amount he was requesting was so much larger than the amount I owed. The agent took long pauses and stuttered and stammered, he could not explain. He advised it could be equipment, no it not that he explained maybe it was a reconnect fee or a late fee. I advised I need clarification and he could not provide it. So I advised him to permanently disconnect my services and I would return my equipment to a store and make final payment. This first moment it was convenient for me I went into store location where the agent at the counter had the same bill amount I had in my hand and was prepared to pay on the phone. He told me he had heard this numerous times and the agents who answer the phones are new and not well versed in reading billing issues. He apologized and provided receipt showing paid in full equipment returned ect. I in the process of purchasing a home and thought I would log onto check my credit score and there sits two negative credit marks for a company for Cox. I was never sent a final bill or advised anything would go to collections. This could jeopardize me getting my home. This should be removed immediately I would have paid this bill and continued being a customer had the phone agent been properly trained, better yet my bill would have been paid on time every month if I could go online and pay my bill as I pay all of my other bills..Desired Settlement: remove any collections that have been placed on my credit,, do not show paid collection. I need total removal due to error on your part

Business

Response:

This is in response to Revdex.com complaint that was filed by our former customer regarding write-off that was forwarded to the credit bureau. The complaint was given to me for research and to provide the response. We apologize for the inconvenience that she experienced regarding this matter. Upon receipt of this letter, a thorough review of the account was performed. It appears that the account went into non-pay on 5-20-14 and the interim work order was closed fully on 6-16-14. The account had a past due balance of $377.22 which included one digital box. The box was returned on 8-16-14 and the final amount owed of $152.22 was paid at that time. The account had already been turned over to our collection agency, Credit Control Corporation. A request was forwarded to them on 8-16-14 to have the account pulled from any further collection activity. They will take the necessary steps to have the information corrected with the various bureaus. Unfortunately, this process can take 30 to 60 days. We apologize again for the inconvenience that this has caused our customer and for the amount of time she invested to get the issue resolved. If she should have any additional questions, she may contact our Care Center at ###-###-####Call: ###-###-####. Thank you. Sincerely,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications/Arizona

Review: Originally, I was not informed by the Cox Communications representative assisting me about their policy regarding a scheduled termination of a service and the ability to port a phone number over to a new company due to the fact that my new residence did not have a contract with Cox Communications.

After scheduling termination of phone service with Cox giving them about a 2-3 week notice (all in good faith on my end), I was unsuccessful at porting my phone number to the new company. I contacted both companies as to why and was then informed by Cox that I couldn't have a scheduled termination in effect as this will make the account inactive and I needed to have an active account. I complained about the customer service I received for this issue an stated "as a customer, how am I supposed to know about the policy if I was not informed" and asked that they reinstate my service free of charge due to the complications and information that was not originally provided until my phone number was ported to the new company (I wouldn't be able to use my service as I was already living at my new residence). The term came to yes, no charge for services. I even asked the representative again if there would be any charge and he told me there wouldn't be any charge. I asked him to document this in his notes and he stated he would. A couple months later, I was repeatedly called about a late bill by the automated system as well as receiving a bill in the mail for this service. I contacted Cox regarding the bill and explained this story from the beginning a few different times to a few different departments so that I was finally sent to the correct department. I didn't have the time to continue to explain my situation to more representatives not passing along the information, so I hung up (I'm a single mother working approximately 50-60 hours/week). I called back again approximately 4 weeks later to clear up the matter and spent 30 minutes on the phone explaining my situation to more representatives not passing the information, asked if I could speak to a supervisor in the phone billing department. She stated that the only charge that was taken off of the bill initially was an installation fee of around $19 and that all other charges were valid (this is when my bill was approximately $40 plus tax). She also stated that there were no notes documented in my file about the initial agreement of no charge. I asked her if there was anything that could be done here due to the ethics of the initial agreement and she stated "no." I asked if there was someone she could ask about this for honoring the agreement and she said she could but that person wasn't available at he moment and that she'd call me Thursday of that week (I believe I spoke to her the Tuesday prior) after speaking to her supervisor to inform me of what the plan would be. She never called me. I received more phone calls from the billing system as well as a new bill which stated I owed $59. 2 weeks went by and I received another bill, this time from their collections department for the same amount.Desired Settlement: Adjust the bill to reflect no charge owed to Cox Communications as a complimentary service for the hassle I've experienced.

Written documentation to all credit agencies reflecting no late payments (this needs to come off of my credit).

An apology for the treatment I received by an individual in a position of superiority and not following through with stated actions toward customer service.

Business

Response:

October 7, 2013

Review: I moved to this location 11/2009. I did not sign up for cox telephone, cable and internet services immediately, but upon being informed of a bundle package I decided to subscribe to their services.

Shortly after signing up for service I experienced a decrease in my monthly household income and set out to decrease the level of services monthly (note: still had plans to keep a lower grade of service), it was at this time that I was informed that I had signed up for a service which included a 2 year contract at my current level of service and as they (customer service) refused to allow my decrease yet maintain service I quickly fell behind on the ability to meet the demands of my account. As soon as I fell behind on a payment a representative from Cox Communications (named [redacted]) knocked on my apartment door and introduced himself as our local Cox representative whom would be handling our billing and/or service issues, at this time he offered to take our payment or accept the equipment being returned in order to halt the ever increasing total of our account statement. I informed [redacted] of my intention to catch the account up within a 2 week period of time and he agreed to watch the account for that payment. As I received the funds to catch up the account I set about trying to make my payment, at this time I noticed that my current balance had increased dramatically and being more than I could afford to pay so at this time I requested through customer service that all services be cancelled immediately. Very shortly after this request [redacted] our local representative knocked on my door again to discuss our outstanding balance and requested that we return the equipment that was owned by cox communications. I unplugged the cable modem for internet and the cable box for television and handed these items over to [redacted] with the television remote control, he thanked us and again requested payment of the outstanding balance. As I was unable to pay the account balance off on the spot he thanked me and informed me of the total due and requested payment as soon as possible. The next communication from the company was from their collections department whom advised us of our outstanding service bill which included penalty for breaking their contract and full billing added for non-return of our cable equipment. I advised them to check with [redacted] as I returned the equipment to him and tried to negotiate paying for the service I had used with an adjustment of the contract penalty. At this time I was told that my equipment was never returned, that I had broken my contract with the company and that the balance on my account was due in full and immediately. Being on disability and having to rely on social security as my only form of income I was again unable to cover their requested balance (close to $1000) and I never heard another word from Cox and/or [redacted] again. I am now currently in the process of trying to purchase a home but was just informed that my credit not only reflects a balance due to Cox Communications but that there are attorneys trying to collect these monies as well causing yet another blemish on my credit report and driving my score so low that not only will my interest rate be impacted but it may be possible that I could not complete the qualification process for a loan altogether.

I have to say that this has been the most frustrating, and disappointing experience I have faced with any company. As I stated above, I not only wanted to maintain an account with Cox but was even trying to cover my balance due, even though it was way out of control and their own employee had somehow disappeared with our equipment never to be seen again. I can't imagine it would be that difficult to trace through record of our use the serial numbers and/or whatever identifying properties their equipment carries to see not only whom is in current use of this equipment but WHOM it was that provided it to the current user. I have a very difficult time imagining ever relaying anything but negative experiences to family and friends as to Cox Communications and will definitely go out of my way to avoid using their former monopoly of services provided ever again unless they do the right thing and actually have someone provide true customer service in a situation where a little in the beginning could have gone a long way.Desired Settlement: My desired outcome would be to have my account recorded as 0 balance and retraction of negative information provided to credit bureaus, and immediately cease legal collections process.

Business

Response:

October 2, 2013

Review: I had cox communication while I lived at [redacted] and cox communication violated the information act by putting someone else payment information on my account. My sister lived in the same complex and she also had cox communication and her information showed up on my account and I paid my account as well at the same time. I went to the cox on [redacted] with my sister and I paid on phone and she paid on line so there should be no reason the information should have crossed. they went so far as to turn off my sisters account and credited her for the payments and added the payments to my account despite the fact that I paid mine as well. they asked for documentation which was sent by my sister and myself and nothing was done. I stopped paying my bill until they could fix the mix up but they never fixed it they charged my sister 500 dollars and she cut ties with them and the stress of this situation has caused a riff in our family my sister was so mad that she stopped speaking to me and it was because of there error. I spoke to upper management tried to say the a breach of information was not a hippa violation I know in the hospital we get fined 50,000 per incident and they are blowing it off and stating how do we know that her card wasnt given to you and I said that despite being family we dont share money payments with each other. I now have a 900-1000 dollar bill and dont have the money to pay this bill and dont want to do anything until this is resolved. As we were standing in line speaking to a representative another person came up and stated that someone else information was given to him and it wasnt theres and the staffs attitude was oh sorry well I might not have much but my information is mine and should not be given out to anyone my sister and I have resoved our differences and she knows I didnt have any access to her information. I would like them to be aware of there errors and resolve my bill and reinstate my services and refund the money my sister had to pay that was not hers and they are still trying to bill me when I turned in my equiptmentDesired Settlement: I think they should be fined for breach of the information act and my bil be a zero balance with no negative not on my account in the future

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. The payment in question was made through our automated telephone system which allows customers to input information associated with their Cox account to make a payment. No account verification is required. The card holder of said payment contacted Cox the day the payment was processed in our system. After receiving the required documentation, the payment was transferred to their account the following week. No charges were applied to either account for the payment transfer. On July 24th, 2015, we spoke with the customer to address their concerns. We advised the customer that their current balance, which includes several months of Cox services with lack of payment, is valid. As a courtesy to the customer, we offered and applied a one-time adjustment for their time, inconvenience and any negative impact to their family as a result of the payment. We advised the customer the new balance amount owed to restore their Cox services which they agreed to pay in full at their convenience. During that time it was to our understanding that the customer understood our position regarding their complaint and that no further compensation would be provided. As we have already advised the customer last July, there is no justification for Cox to remove the balance as the charges are valid. While we regret to hear that our customer feels their complaint is unresolved, we feel that the compensation we have already provided has been more than generous. Should the customer need any assistance with restoring their Cox services, we will be more than happy to assist. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, [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.

cox never addressed the fact that we made different way to pay our bill I called mine in and my sister used online and I still don't see how cox can assume that or imply that because they don't require account numbers that someone made a payment for me

Regard they have implied several time that

We used her credit and takes no responsibility for the error and the length of time it took to fix the problem

[redacted] This has been going on since june and they kept my services because according to there records I was up to date there usual practice is to disconnect service when you don't pay which they didn't I find that puzzling so As a business your. Practice should not changed do I have been with this company for ove r 8 yr and had been disconnected from them when I couldn't pay yet I wasn't for 4 month and the reason is because they kept thinking my account was paid and it was there crossing of information private information I am going to contact the FCC for breach of privacy act

Review: I had cable and internet service with Cox at my previous residence. Upon moving to my home, I was initially going to cancel the cable and keep the internet. However, upon cancelling the cable and informing them I was moving, they were going to double the price of the internet, so I cancelled all of the services as of Saturday May 16. I had a dvr box and remote which I returned to their [redacted] location on May 18th. When I set up the internet service for that residence on October 10, 2014, I told them I would be using the modem I had purchased from previous service in 2012. My fiance connected the service for me. They never sent me a modem as I did not need it, nor did a technician ever come out because we didn't need them.

When I turned in my dvr receiver and remote, my balance due was $26.21 which I paid. However, in June I received a bill with an equipment charge of $86.36. I thought there must be some confusion over the dvr box, so I sent an email to them asking that this be taken off my account since all of the equipment had been returned.

On June 11, I received an email confirming they have receipt of my dvr, but they are charging me for a modem that has not been returned. I cannot return a modem to them that I never asked for, never received, and do not have. I again asked them to take the charge off. They emailed me back saying that they had escalated this issue to an account specialist for them to investigate the charge and correct it. They said the request could take up to 48 hours and to email them back if I did not hear back in that time frame. This was on June 12. I did not hear back, so I emailed them again on June 15. On June 16 I received a message stating they escalated the case, but they are still awaiting a response. During this time, they keep calling saying I owe them money and sending bills.

I feel like they are trying to scam me out of money for equipment that I never requested and certainly never received.Desired Settlement: I want the equipment charge of $86.36 taken off of my account. I don't appreciate being bothered regarding bills I don't owe. I paid them what I owed in full. There is no record of me ever taking this equipment as I never requested it, never went to the store to obtain it, never signed for any packages, and never received or accepted a modem from them.

Business

Response:

June 22, 2015 Revdex.com complaint# [redacted] We were sorry to hear of the difficulty that the customer experienced on her billing. After a thorough review of the account, we confirmed that the customer did pay for the modem for in question on a previous account. Because the equipment was purchased, the charge has been removed from her bill. While we were unable to reach the customer directly, we did leave a detailed message and our contact information in case she had further concerns on this matter. As always, we thank the Revdex.com for bringing the matter to our attention. [redacted]/Cox Communications Executive Offices/ [redacted]

Review: Since at least January, 2013, Cox has been charging us for cable television at a rate of $26.99/month. When we set up the account, we requested and were told we were only getting internet and telephone service. We were told the price, and did think it was high, but since Cox was the only option in our area we went with them. The technician came out and set up the internet and phone for us. We never had a cable box or any equipment related to cable from Cox. To our demise, we assumed the high bill that came out every month was for internet and phone service, since that was all we were provided. My wife called to inquire about a slower internet speed on June 10, 2015, to lower our cost and learned from the representative that we had been paying for cable the whole time. Upon a closer examination of our statements, we found that she was correct. When she tried to find out about being reimbursed for the money we had poured into a service we were never provided, she was told they were unable to help her. On June 18, 2015, I called Cox once more to give them the opportunity to correct the situation and spoke with representative ID [redacted], who was very professional and apologetic, but again couldn't help us.

I understand that Cox has policies that dictate its business practices, however, when they have essentially stolen at least $485.82 over the course of a couple years for a service they never had to provide, I would expect that they would use their moral compass and reimburse the amount of money they were charging for the service that wasn't provided.

Cox clearly knew that cable service was not being provided at the time they began billing, otherwise the technician would have come out with the equipment to set up cable, which did not happen. We clearly have learned to check our accounts more thoroughly.

However, if I were to send someone a bill for a service I never provided and they paid me for it anyway, it would be called a fraudulent practice. And that is what Cox has done in this case, perhaps on purpose and perhaps not. But it seems either way, the right thing to do is to refund the money Cox has collected for the service it did not provide.Desired Settlement: I would like Cox to reimburse us for any payments we made for cable services or cable surcharges. I can only look back 18 months online, so I was able to calculate that far back, which totals $485.82.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted with billing concerns. I have reached out to the customer and resolved all current concerns to a satisfactory resolution as agreed upon by the customer and myself. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Account Number: [redacted] Said account was closed on June 6, 2014. Cox policy is to refund credit within 6 to 8 weeks. As off September 19, 2014 they have not issued a refund check which is well past the 8 weeks. I just spoke to Supervisor [redacted] today (September 19, 2014) which she validated the check has not been issues. At 8-weeks, I had called Cox and they assured me the check was issued and that I should receive it with 2 to 3 business days. I'm receiving conflicting information every time I call Cox. I have no confidence they will issue a refund check. This is a common practice with Cox as expressed by many of their customers on social media.Desired Settlement: Refund check should be issued immediately and delivered same-day to the address on the account

Business

Response:

September 26, 2014

Review: What should have been a simple transition has been a nightmare. I was a [redacted] customer locked into a 2 year promotion where I paid $117 per month for cable, internet and home phone service. I was planning to move and started receiving promotional offers from [redacted] for the same deal. I called [redacted] while shopping between them and direct tv to see what they could do and to transfer service to my new home. I first spoke with [redacted], who was pleasant and said he could help me. He asked if I would let him "work some numbers and that he would call me back shortly." He did and offered me a rate of $138.90 and that I could lock that price in as I had before. I agreed, because I had added a few services, like home DVR. I then scheduled my install for Friday 6/28. [redacted] quoted me a $49.99 total install charge and said he would call me back on Monday after the install to make sure everything went OK. I confirmed everything with him twice before hanging up. The install occurred and everything went well. He did not call back, but I didn't care because everything he said would happen worked just fine. I then logged on to [redacted] net to make a payment. Because of the move, my account showed a $0 balance. I then signed up for auto pay. Since then, I've logged on to [redacted] to check my bill several times, always showing $0 with a statement to NOT make a payment to avoid duplication.

Today I received a bill for $429.66. Which does not represent anything that [redacted] explained. It's as if all he did was schedule the install. So I called to ask about the bill, which was showing a "Total Monthly Services" charge of $170.59. "Partial month service" of $60.25. "One time charges and credits" of $168.66. And "Taxes, fees and surcharges" of $30.16. Even I was double billed for everything, a monthly payment of $138.90 doesn't get close to $429.

So I called to ask what was wrong with the bill. I first spoke with [redacted], who couldn't transfer me quick enough because either she didn't know what she was doing or she is put in these situations by her sales guys and is trained to transfer to "Retention." I first asked her about my monthly charge of $170.59. She said it should be $177.69. I said "No, it should be $138.90." She stated that instead of getting into it, she wanted to transfer me to a department that could help me better. So after another long wait, I talked with [redacted] Nice guy, but didn't care about anything that any other department told me. He simply wanted to talk about what he could do for me....so I listened. He first said that my bill is $188.72? I have to question if they are even looking at the same thing or trained on how to communicate pricing. I told him [redacted] just told me it was $177.69. He said he gave me the "out the door" price...I'm not buying a car. Anyway, he then asked if he could make me a series of offers that I could either decline or accept, which could lower my bill. I told him that I just wanted the $138.90 that [redacted] quoted OR the new 2 year deal that's on my front door every other day. He offered 40% 1st year cable discount and 30% internet discount. Final price $141.94, out the door. He said I could accept but have 30 days to change my mind on this new price lock. I accepted. I then asked him about him large bill, to which he responded that he isn't billing and can't help me. That's the problem. The sales people don't understand billing, yet are the ones making quotes and explaining bills before the wrong bill comes. I was then transferred to billing.

A lady answered after another long wait. She could not find my account, even after I gave her my account number, name, address, etc. The call then disconnected. So I called back and received [redacted]. To not waste more of my entire night, I immediately asked for a Manager. [redacted] said he would look. After about 10-15 minutes, he said he couldn't find one...another problem. Who's running the call centers? - find someone new. I work in service myself and your center is an embarrassment on every level. In fact, the hold was so long while [redacted] looked that I started writing this complaint. [redacted] (very nice guy) returned, apologized and said that someone would call me back in the next 24 or 48 hours. Really? 48 hours for a phone call. Not expecting a call back, I'm asking for your help. If I get the call, I will also ask why there are additional install charges, a late fee that they charged...while transitioning my account despite never showing a balance. And more taxes and fees that I can even explain or understand. It all adds up to $429.

As a positive, the install guys were good. Probably because they are contracted and not [redacted] employees.Desired Settlement: Based on all the time I've dealt with the incompetence, I would like my old bill of $117 but with my new services which is really just a home dvr. If not, then at least give the $138.90 that I agreed to. In addition, remove all these ridiculous fees and install charges. I'm showing just below $80 in install fees alone and a late fee. And then re-train your entire staff to be able to read a bill the same way.

OR

pick up your stuff, zero out my bill and I'll call Direct TV, which I should have done in the first place.

Business

Response:

August 13, 2013

Review: For roughly two years (March 2014-April 2015), while previously residing in Arizona, I had business relations with Cox Communications. Specifically, I paid for television and internet access at my residency. During these two years, Cox Communications went out of their way to try alter my bill to favor a higher profit for themselves. Whether it was for a few dollars, or in the upper of range of thirty to forty dollars. It seemed as if, specifically during the year of 2014, that every pay cycle I was having to call them to get explanations of my charges. The majority of these charges were later reversed and there explanation being that it was someone's fault for not doing something or another. I have tried to be understanding and patient through these two horrific years, and although I do admit it became slightly more manageable in the year 2015, enough is simply enough. Cox Communications showed to be a shallow untrustworthy company whom, whether through pure ignorance or malicious intent, tried to fabricate inaccurate charges which were later dismissed. In April 2015, I cut ties with Cox Communications in a combination of my recent move and in part of my irritation with them. As I was trying to cut ties and return my equipment to their [redacted] location, I received the worst customer service I have ever experienced. The Cox representatives were dismissive, ill tempered and overall unprofessional. Once I had returned my equipment and received the proof in receipts I thought the nightmare had finally ended. Then about two weeks had passed, currently now out of state, I received a phone call suggesting that I had taken one of their pieces of equipment and if not returned I would have to pay them a bill of over hundred dollars. When I called back, they again attempted to implicate that I stole the equipment. I then demanded to speak to a supervisor. Once a supervisor called me back, they reviewed my history and resolved the issue using the same demeaning tactic of blaming someone else. They then said they would resolve it, however, the supervisor did not have the proper clearance to reverse the charges. I'm not sure what else to do. This is the vicious cycle that I have endured, are my charges really reversed or is this another excuse which I have heard time and time again with this company? I want these issues to be finally resolved once and for all.Desired Settlement: I want my outstanding balance to be as what should it be-$0.00. In addition, I want no further communications with this unprofessional organization.

Business

Response:

Revdex.com #[redacted]We would like to thank the customer for taking the time to file their concerns regarding their experience. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns and provide a successful resolution.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: Cox Communications changed my telephone number that I have had for over 20 years because I needed a service call to fix my TV and my account was in my deceased husbands name. I am 89 years old and my husband Bill passed away six years ago. Cox said the phone number was linked only to Bill and they could not just add my name to the account so they would have to change my number which they did. They said I would get my old number back after 5-7 days. This was on April 6th. My son-in-law, [redacted] has spent over three hours on the phone with customer service since Friday Arpil 15th trying to get my phone number back without any luck. [redacted] has talked to 5 different people including a supervisor CJ without any luck. Also, when Cox changed my number they set me up for a complete install for a bundled package with all new equipment and charged me for it. I already have all their equipment and the all their services. The person they sent to my house was very unprofessional and had to call four different people at Cox to try and get this resolved. In addition to all this Cox has added HBO to my account which I never asked for and they are charging me for it. I feel they are trying to take advantage of a 89 year old person and all I want is my phone back and my account in my name.Desired Settlement: I want my old phone number back and my Cox account in my name. I also want any service charges in the past month reversed and HBO removed from my account. This is a community property State and Cox has not had any problem taking my money so why can't they just add my name to our old account?

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 left the customer a message on 4/21/16 with our contact information to return our call. While the customer did leave us a message on 4/22/16, we were unable to reach him when calling back that day and again on 4/28/16. We also sent an e-mail to the address listed on the complaint on 4/29/16. Once we are able to verify the account, we can address their concerns and provide a successful resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: My wife and I initially had Cox Communications come out to our house at [redacted] on Sunday July 13, 2014. We had set up the account with a bundle of $99.00 special. We had so many issues with Cox about the TV service and Internet issues, that we were on the phone with them almost daily for the first week of service. On Friday July 19th, 2014, after my wife was trying to get these items fixed through COX Communications customer reps, we found out that our bill was going to be around $175.00 plus tax monthly. My wife canceled TV services and kept the phone and internet and we still had to argue about the prices on those 2 services. Because we would tell them what special we wanted that were currently being advertised on the internet, on their own home page, they would tell us that those specials are no longer active. Well we final agreed on a price that COX offered but, it wasn't a special, and now our Internet still isn't working properly, and they want to charge us for them to come back out to our house and try to fix the problem. I am so fed up with this company and their desire to rip people off. Is their anything you can do to help us out?Desired Settlement: I would like them to come out free of charge and fix the internet problem. The equipment is all Cox owned. I would also like a better price rate and or discount price of services.

Business

Response:

Review: Cox Communications offer the promotion for 6 months at $ 28.79 on December 03, 2014 with expiration on 6/03/2015 with confirmation #, The company increase $ 3.00 just 2 months later, why the Companies do not respect the offer promotions during the 6 months?I called to the company and the costumer representative told me they do not have to respect the price offer to me because I do not have a 12 months contract. If they do not offer contract for 12 months is because they know they will increase the price at any time and do not have to respect the promotion offer to the costumers.Desired Settlement: I like the Companies respect the promotions offered to the costumers.

Business

Response:

Revdex.com Case #[redacted]We would like to thank the customer for taking the time to file her concerns regarding their account. It is certainly not our intention to cause any frustration.We have contacted the customer directly to address their concerns. After a detailed conversation with the customer, we have satisfactorily addressed all of her billing concerns. 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 ###-###-####. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I just want them to cancel my account. I relocated out of the area. I called to cancel weeks before the end of the paid period. The account was paid in full. All equipment has been returned. I verified my account name, billing address and personal PIN number of the account. That seemed to be enough when I called in the cancellation. I have moved now and they are still charging for the account. Now they say I have to submit a written form and I refuse. I have given them all necessary information and I will not do any more.Desired Settlement: I just want them to cancel the account. I refuse to pay them any more money. I refuse to send them any more documents. Just cancel the account and quit charging me.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our business customer has been having difficulties with disconnecting his business account. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our business customer has been having difficulties with disconnecting his business account. Due to this being a business account, we have notified our Cox Business team to reach out to the customer directly to address the concerns listed in the complaint. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I just signed up for cox on a 2 year lock I di everything including driving to a cox store to show two id s I had an appt. for the 29th but moved earlier so I called cox to re schedule and I found out that my service apt was on hold because the guy at the cox store took our deposit payment but did include the id s so im upset because of this I lost a sunday appt. and I had to drive out to the store again 20 min each way and on top of that I should have gotten a courtesy call letting me know that the guy at the cox store messed up I showed up to the store and I was told that the guy who helped us was the worst at putting in id s and no longer worked there wow that just made us feel better I had to deal with two board kids because cox cant train or oversee that these mistakes arent happening at their stores at least a courtesy call would have been great and to top it off they don't work sundays tried to call and nothing but automated answers from what I see cable works 7 days a week they should have someone answering phone [redacted] does but I can have them in our new building only cox and what a way to start a new customer ona 2 year lock thanks but no thanks coxDesired Settlement: to change practices to get a courtesy call letting you know the appt. was on hold or that they made a mistake at the store

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their overall experience while starting up new service. 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 appreciate the feedback and suggestions our customer provided to ensure a better overall experience going forward. 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. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I received false information enticing me to establish service with them and no changes were made & now they want to hold me to a contract.

I called to establish services at the beginning of October to start that month. I was quoted $137.xx out the door including all fees for cable, internet, phone. When I received my bill, it was much higher. I was told that a ticket was to be put in to change it to the price I was quoted. I called several times to check on it & each time was told it was being worked on. I expressed my concern about cancelling within 30 days because if they couldn't honor the original quote then I wanted to cancel. I was told several times not to worry about it because the price would be changed but in the slight chance that it wasn't, they wouldn't be able to hold me to my contract because they couldn't honor what I was quoted. When my 2nd bill was almost due I called yet again to check on the status of these "tickets" and was told the adjustments had been made but they could not get me to the quoted price. I was transferred to terminations because I did not want to continue my cable service with them if they couldn't honor the price. The guy cancelled my service as of 12/13 but said as a courtesy he would stop the billing as of 12/7. I changed my phone service to a lower plan & kept my internet the same. He said there would be no cancellation fee because he agreed that I had raised concerns from day 1 and couldn't be held to the contract especially since there was no way ever that they were going to bring it down to the quoted to price. I filed a complaint about the initial representative for misleading me. He gave me a quote that didn't cover everything that I requested to be installed. I thought I was done. When I called on 12/11 to get my final balance since he had waived late payment fees for me, they told me that the cancellation would not take place until 1/7 instead of 12/7. The representative spoke to her supervisor to get this corrected but I had to hang up after 30 minutes. She said she couldn't finish the order with me on the line & also mentioned I had a cancellation fee charge. I called back this afternoon to finish the order. the supervisor said that the terminations representative has absolutely no authority to waive a contract fee even with the reasoning I gave him. He said no one does. I questioned how they could hold me to a contract when I have been disputing the fees from day 1 and kept being told a "ticket" was being put in but that those can take 4-6 wks sometimes which is well over the 30 day window. I asked if all calls are recorded and he said yes. He would ask for the call to be pulled but even if the representative said that he would waive the cancellation fee & stop my billing 1 week before my services were to be cancelled that there was nothing that could be done. It seems that they are in the practice of deceiving their customers. Each time I have been told something, the next representative says something else. How can one representative quote me a price & say its out the door but then not hold me to it. and How can another give me courtesies of stopping billing and making sure I dont get charged a cancellation fee but not do it and nothing can be done. If their representatives give wrong information and they have proof they should be liable to provide that. I have continued to keep my service for internet because I have no other choice & have decided to keep my phone to avoid the hassle of getting a different # etc. I was told today I can avoid the cancellation fee if I lock those 2 rates and put myself under contract for them. I will ultimately do that since I have no other option but that is not the point. If I was told that no fee would be charged & that billing would stop 1 wk early as a courtesy then those things should be done especially if there is proof. I know 100% thats what he said in the phone call and it will be heard since the representative said all calls are rDesired Settlement: I want this company to do something for their customers when they have proof that their employees have given wrong information. And the bad information needs to stop. It is not a coincedance when several representatives give false information. I want my cancellation fee off my account even if I choose to price lock my internet/phone.

Business

Response:

April 2, 2014 Revdex.com Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding the billing issues described in her complaint. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. When the customer first established service the account was placed in the wrong bundle package. When attempts to correct the bundle pricing failed to yield the desired results the customer did have the right to disconnect the cable service and keep the internet and phone without having to pay an early termination fee (ETF). On January 6, 2014 the ETF was credited and the customer indicated that they were pleased with the outcome. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: Cox installed a phone modem at my new house in December. However the phone worked only for short periods of time after a technician made repairs/changes at the house. In mid January, I gave up and asked Cox to send a technician to pick up the phone modem and remove all further phone charges from my bill. A technician arrived at January 22 and picked up the modem. But he failed to log it as returned, and Cox charged me for the price of the modem.

In February, Donna in accounting reviewed the account, saw that they should have the equipment, and told me a refund for $131.88 would appear on my statement within 3-5 days.

But when I went to pay the bill on 2/24/2016 the refund had not been issued. Reno, a second account staff member, told me that if the modem is installed at another customers' house that may trigger a refund, but unless that happens, I must pay for equipment I don't have and that they can see was picked up. It's outrageous that their clerical errors are charged to customers as equipment purchases. I had no control over this equipment once the techician left the house, but Cox is not taking responsibility for their internal errors.Desired Settlement: I want $131.88 credited to my account immediately. I will not pay for equipment that a Cox techician picked up from my home and failed to register back into inventory properly.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding the equipment charges on their account. It is certainly not our intention to cause any frustration. We made contact with our customer on 2/27/16 to discuss the issues she brought to the attention of your office. We advised her that the equipment charges have been removed and are no longer on her bill. The customer also brought to our attention concerns she had with her overall experience. We assured her that we appreciate her feedback and we will make sure it is addressed. We are confident that our customer’s issues have been addressed and resolved successfully. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers' perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: On Jan. 6, 2016 I submitted an order for Cox service at my new home address to be installed on Jan. 9, 2016. The package I ordered included internet & cable for $79.98 + applicable taxes/fees. Once I submitted my ordered I was notified I had to pay the installation fee of $50.00 + a $25.00 deposit, I submitted the $75.00 on Jan. 6, 2016. On my first bill I received charges for $100.00 installation along with my monthly bill of $82.98. I attempted to resolve this via the customer service number, after 25+ minutes I requested a supervisor to credit my account the $50 for an additional install plus correct my monthly amount to reflect the $79.98, however right at 8:00 pm the phone rang, someone picked up and hung up. Cox has hidden charges on the initial bill that should be removed, and my monthly cost should be as I ordered. Additionally, the initial installation person provided us a faulty modem and they had to come out and replace it, which was credited, however the original additional installation fees have remained on my account. I would also like it noted the "deposit" that was required when I ordered service was not reflected on my account and the customer service representative disputed I was required to pay this. However I have the payment confirmation of the cost associated with ordering Cox services and would like my account to match.Desired Settlement: Credit my account for (1) $50.00 for the installation

Credit my account the $6 difference for Jan/Feb and maintain the monthly pricing of $79.98 on future billings.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted. We are attempting to directly contact the customer. Once we are able to verify the account, we can address the concerns and provide a successful resolution. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: My bill jumped $43 so I called Cox. A promo expired but the cable TV service wasn't worth that to me so I asked for a lesser plan, but the plan structure doesn't allow for an HD DVR on anything lower, though I spoke to the Loyalty dept. who was able to bring my bill down to only a $12 increase. The person was very rude and the call took ~40mins, but I was willing to pay that amount. I called again the next day since I'd also been experiencing recording problems and found out my box was on a recall list for months but no one ever told me! After a very unnecessarily lengthy 1+hr call, Cox would ship out a new box to arrive the following Tuesday. I call Thursday since it hadn't shown up only to find out they guy screwed up and it never even shipped. After another 1:15hr call, the Cox guy insists on having a tech come out to bring a new box, but I specifically tell him NO tech and only to ship it. The next day, a tech shows up! I tell the tech to drop the new box and I'll self-install, then later that same day, another Cox box is delivered at my door! A few days later, I notice my auto-pay bill is unchanged at the $43 increased price, so I call (yep, another 1hr!), but nobody can find any record of that info on my account!!! I ask to have my bill reduced but now they wouldn't budge a penny, even though I specifically explain I DO NOT watch anything besides local channels and couldn't care less about HBO, etc. Unwilling to pay $83 to basically rent an overly complicated remote and DVR, I'm left with no choice but to cancel my TV service. Way to lose a 15yr loyal customer Cox! My other problem is that during this comedy of errors, I'd asked for credits along the way for the extreme hassle and what eventually totaled over 4hrs on the phone, but several of my credit mysteriously disappeared! Cox has always had poor customer service, but this absurd never ending event was truly over the top.Desired Settlement: I'd like my credits returned. There is about $14 of missing credits. I'd also like another credit for the last and final screw up of a bait and switch 'discount'. I'm not sure how to quantify my frustration and the over 4 hours I wasted on the phone with Cox between a half-dozen calls, but I do know $10 is not going to be enough.

Business

Response:

Dear [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 in regards to your recent experience in downgrading your service. I have reviewed your account and complaint letter and would like to apologize for the frustration and inconvenience we caused you.Our records do show that there were two credits applied to your account totaling $58.43. One credit in the amount of $20.00 issued on January 10, 2016 and a second in the amount of $38.43 issued on January 16, 2016. These credits will reflect on your next billing statement. In addition to the above referenced credits, I have applied a one month internet credit to your account in the amount of $73.99. This credit will also reflect on your next billing statement.Again, on behalf of Cox, I would like to extend an apology to you as this is not the level of service we have built our reputation on. Please feel free to contact me directly with any additional questions and/or concerns regarding your Cox account.Respectfully, Sylvia L. D[redacted]Executive Office of the Regional ManagerCox Communications[redacted]

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,