Cox Communications, Inc.

Review: I called Cox Communication on 1/28/14 to cancel my internet service because it runs EXTREMELY slow. My [redacted] WiFi hot spot from my phone works BETTER and FASTER!! I should not have to keep paying for a service that does not work properly. The person I spoke to got very irate with me because I wanted to cancel the internet service. I was so upset, I ended my conversation with him and said I would call back tomorrow. I called back today (1/29/14) and was told by [redacted] (supervisor) I would be assessed with a $180 early termination fee if I cancel the internet service even though I was still keeping the cable and land line. They are forcing me to pay for a service that does not work. I would also like to know if it is common practice to argue with a customer because they exercised their right to cancel service as they seem fit.Desired Settlement: In lieu of my conversation and the lack of customer service, I would like to be able to cancel my internet service without being assessed $180 since I was still keeping the cable and land line.

Business

Response:

February 19, 2014

We would like to thank the consumer for taking the time to file her concerns regarding the details of her Price Lock Guarantee and her poor customer service experience. We sincerely appreciate that she conveyed her feelings regarding her experience with one of our representatives, we certainly do not wish for any of our customers to feel this way. We take great pride on training our employees to build a dependable and outstanding relationship with our customers while working to resolve problems. I hope this incident will not weaken that valued relationship that we would like to provide, and most importantly, what she should expect from our company.

The consumer initially called Cox to set up service with our three product bundle and agreed to the Cox 24-month Price Lock Guarantee. The Price Lock Guarantee (“PLG”) locks in her rate for specific Price Lock services at no higher than the non-discounted retail rate in effect on August 11, 2013 for the duration of the 24-month agreement term.

Prior to adding a Price Lock to a customer’s account, Cox representatives explain which services are price locked, the term of the price lock agreement, the amount of the early termination fee (ETF), and how to opt out or cancel the contract within 30 days, without incurring an ETF. A copy of the PLG agreement was included on pages seven and eight of the consumer’s Cox statement, dated August 12, 2013.

Cox provides a wonderful discount to our customers that subscribe to three of our services. Research of the customer’s account tells us that if she should decide to disconnect her Internet service, she would lose the bundle discount of $41.98 per month as well as lose the lock on her pricing. We have had a recent rate adjustment and without the PLG, the customer’s monthly rate will be higher. I have called and spoke with the customer and advised her that if she disconnects the Internet service, she would be paying approximately $5 more per month for the remaining two services. I also explained there are several options for her account and I am available to assist and work with her to find the right services that will meet her needs.

We regret that our customer experienced this problem. I have provided the customer with my direct office number and I look forward to working together to resolve this billing issue. We want to thank our customer for her continued patronage and loyalty. For additional assistance with her service issues, she may call our Customer Care Center at ###-###-####. Our Technical Support Representatives are available 24 hours a day, seven days a week. Thank you.

Executive Resolutions Specialist

Office of the General Manager

Review: Contour box no longer recording series. Had to wait 4 days for a repair. A independent Contractor (NOT COX), came out, he was to only switch boxes. He decided to re-wire as he felt originally not quality. Now host box will not pair up with client box. Cannot record. Box keeps resetting itself. Tiling from client box. Worse than before. Called Customer service again. Requesting a Cox Supervisor, told call center, cant do anything about that, nor no priorities, no one can call me back. Called the field tech that originally completed repair. Said he is a field tech, he can't do anything about it. It is an issue in [redacted]. No one can help, yet we cant watch TV and still are expected to pay the bill.Desired Settlement: 1.I want a COX TECH SUPERVISOR not some contracted out that can't help.2.I want the Host box replaced with one that works and communicates with the client box, so I may watch and record from another room.3.I want to be on a priority and not go to the back of the line AGAIN because they are too busy. My problem was never resolved and made worse from the first time. 4.I want a call back from Admin Supervisor stating when this will happen.5.I want a refund of the days that I couldn't use service.

Business

Response:

February 3, 2015 Revdex.com complaint [redacted] We contacted the customer directly on January 21 after reviewing her comments from your office. Because of the information received from the Revdex.com, our Field Leadership followed up and ensured the customer was receiving the service that she expects, and deserve from us. The subscriber has our contact information should she experience any other concerns on this matter. As always, we appreciate the opportunity that the Revdex.com has given us to address and resolve our customer’s concerns. Thank you. [redacted]/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,

Review: Cox signed me up for a 4 service bundle with a money back guarantee within 30 days. I cancelled 1/2 the services after 2 weeks and immediately returned the boxes to the cox store (stickers still on them, never used), cox presented with a bill for over $1,076.46. I spoke to a cox rep, who realized the mistakes and claimed he would fix it. Here is the formula they used:

2 weeks of service cost me $201.25

New charges of $289.34 after 30 days of services, totaling $490.59 during the 30 day trial.

The security hardware is $552, which I plan to keep if they fix the package/bundle price.

Here is the follow up e-mail a sent to cox through their service system, I have confirmation they received it:

e-mail follow up on 10-19:

I am a new customer and with 2 weeks got a bill for $1,076.46. I called Cox about my new service and extremely high bill on Wednesday, October 15, 2014. It still has not been fixed. I have cox security and internet / phone. I had tv for 2 weeks as a new trial customer, I was told I DO NOT HAVE TO PAY to try TV if I am not satisfied in 30 days. You are billing me $1,076.46. I jus paid $552 because I understood that is for the security one time fee. Please resolve this and correct my amount.

Also I still never received the bundle price to keep the telephone. I understand I need internet for the security system, how much is this service going to cost month to month?Desired Settlement: Remove all costs besides incurred during the trial period and adjust the price to reflect the proper bundle necessary to support the cox security product (i.e. internet and phone).

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer had issues with our services and billing. We have attempted to make direct contact with the customer by telephone and email. Once we have made contact with the customer, we will present an explanation of the account and provide a billing breakdown. If there are any errors or charges that need to be corrected, we will address them with the customer to come to a satisfactory conclusion. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Cox has been charging me for Starz (which I never signed up for) for months. When I look at the statement online on the website, which is how I pay, it looks like there is no charge for Starz at all, so I did not know to call and cancel it.

Since I cannot attach the image of the bill, I am happy to email the PDF to you, or you can view the part in question here: https://goo.gl/KvG1VD

You will clearly see that there is no monetary value whatsoever next to Starz, so it looks like it is free. This is also true for other channels which *are* free or are included in a bundle.

Unfortunately, Cox's customer service person and a manager named Andrew (who refused to allow me to speak to his manager or give me an email address or mailing address to submit a complaint) insisted that the bill did not look the way that it did, and that customers should know how to read misleading bills.Desired Settlement: Cox only refunded me for two months for this, and I'd like a refund for the other two months that I was charged.

I'd also like someone on the team to address the actual issue and correct the billing issue, as it leaves millions of customers unaware of the fact that they are being charged for Starz. While this is a great money-maker for Cox, it's misleading, unfair, and should be corrected.

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: Price gouging based on monopoly of the area.

I have been paying $118.20 per month for basic cable and mid-level internet since signing up with Cox in January of 2014. I took it, although I thought it was awfully high for what I was getting. I saw my bill yesterday had jumped to $174.97, and that was now the new price. When I emailed first, I was told that I had been given an "introductory" rate for the first year. $118 is your introductory rate?! I was never told that it was an introductory rate then or at anytime, until that email. I then called and was offered a rate of $151 for the same services, or the lowest rate for less service of $139.

With all due respect, that's insane. I am certain that the only reason for the ridiculously high prices are due to the fact that they're the only cable provider at my apartment location. It's disappointing to know that major companies are still more than willing to gouge customers as much as possible just because they can. I now understand why Cox has such a low customer service rating.Desired Settlement: I'm willing to consider a redo with Cox on the condition that I get the same service for the price that I have been paying. Free installation, since I had to drive 20 minutes each way to turn in my equipment and the same service that I have had for the price of $118.20 for the rest of the two years that I signed on for. Though I still think it's a high price to pay, I agreed to that price then, and I'm willing to agree to it now. It's sad that I feel that I must go through the Revdex.com in order to po

Business

Response:

January 23, 2015 [redacted] complaint # 10412979—[redacted] We were sorry to hear that the customer is unhappy with the rates and has disconnected his service. Because of the complaint filed with your office, a thorough investigation has been completed on the customer’s account. Our records confirm that several of our Customer Service agents spoke to the customer and advised him that the initial rate that he was being charged was a temporary campaign. Our company like many others; offer attractive rates to new subscribers in hopes of gaining a loyal customer. We also offer current customer campaigns, and have a varied amount of marketing promotions for our long-time and existing customers. Review of the customer’s January bill also confirms that he was notified of the upcoming rate changes, and we have taken the liberty to send the customer a copy of this statement, highlighting this information. Because the customer did express interest in possibly reactivating his service, our Sales Department will attempt to reach the subscriber in hopes of finding a package that will fit his needs, as well as his budget. We appreciate the opportunity to assist this customer, and thank the [redacted] for letting us know of his concerns. [redacted]/ Cox Communications Executive offices/ [redacted]

Review: I told the sales person the price limits I wanted a package to be within.The sales person clearly stated that the package price I would receive was guaranteed for two years. The first bill I received had information related to the "price lock" that was not consistent with what I understood from the sales person. I also did not receive the number of units to connect the two TVs that I clearly conveyed needed to be connected. I called Cox to get things corrected and received the standard apology (along with the oft repeated statement that they would convey to their manager that someone needed additional training). This person told me there would have to be a second box and it would cost more. They then confirmed that the slightly higher price would be locked for two years. As a differential for the cost increase they offered an additional service (HBO). I asked if that would be for the two years and was told yes.

I then read the price lock agreement which is extraordinarily clear in how Cox is protected and the consumer is screwed once 30 days has gone by... After doing so, I called for clarification and to confirm my pricing and theHBO was good for the two years. After getting unsatisfactory clarification I asked for a supervisor. It was at that pointI was informed that the price lock was not at the figure I told them I wanted (and was confirmed by two different people), but was at a figure over 25% higher and that the HBO was not for the two years.Desired Settlement: Cox records (supposedly) their sales calls. Their sales people enter into verbal agreements with customers and Cox should be required to comply with those agreements. Inspite of various arguments that Cox does not have a monopoly, in reality that is not true. I will also be filing a complaint with the [redacted] regarding their sales practices.

I want the package of services and the price that I was told I would have for the period of time I was told it would be.

Business

Response:

September 11, 2014

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

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

The customer was installed on August 11, 2014. The first bill the customer received totaled $188.37. This included the agreed upon rate of $111.50 for cable and internet service and $76.88 in installation fees and included a one cent tax credit. The installation order only called for one television to be installed. The install fees have been credited along with an additional credit of $63.00. The breakdown of the customers first bill is as follows:

Ø $50.00 Preferred internet

Ø $21.08 TV Starter

Ø 21.00 Expanded channels

Ø $10.49 DVR service

Ø $8.93 HD/DVR receiver

$111.50

Ø $37.50 Install fee

Ø $39.38 Install fee

Ø -$0.01 tax credit

$188.37

By getting a second HD/DVR receiver the customer would be subscribing to the company’s whole home DVR which would have increased the customer’s monthly rate due to the additional HD/DVR and a monthly fee for the Contour service.

The Price Lock Guarantee (PLG) protected the services from increasing for 24-months commencing on August 7, 2014 and expiring on August 6, 2016. The PLG also carried a $240.00 early termination fee that decreases every month. The customer has the option of canceling the PLG within 30-days without incurring a penalty. The customer exercised that option on September 4.

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

Sr. Customer Resolutions Specialist

Executive Resolutions

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.

It is astounding that as a “Sr. Customer Resolutions Specialist” this individual has entirely missed the basis of my complaint and re-states exactly what I was told by the initial sales person and the second person I talked to (statements the third person told me were incorrect). So either [redacted] is wrong or the supervisor customer service representative (the third person) is wrong. To reiterate from my complaint…

I was told verbally by the initial sales person and a second person that the price for the service (the items [redacted] listed above and the unlisted HBO package that they added at no cost) would be constant for a period of two years. In his response, [redacted] re-confirms what I was originally told when he says “The Price Lock Guarantee (PLG) protected the services from increasing for 24-months commencing on August 7, 2014 and expiring on August 6, 2016.” (even though he has not mentioned the HBO at all). Addtionally, if they would go back and listen to the recording (which they state on the call they make) of the initial sales call, I clearly stated that I had two televisions that needed to have service.

The first bill I received shows that the PLG is not for the prices he shows in his response, but are much higher. The bill shows that the price lock is as follows:

Ø $50.00 Preferred internet - Price protected at $62.99

Ø $21.08 TV Starter - Price protected at $26.99

Ø $21.00 Expanded channels - Price protected at $43.00

Ø $10.49 DVR service - Price protected at $11.99

Ø $8.93 HD/DVR receiver

$111.50 - Price protection is at a total of $148 (includes a price lock of $3 for “Advanced TV Service”)

The third person I talked with told me that the "Price Lock Guarantee" was that commencing in month 12 that the bill would be no higher than $148 (plus tax). THAT is the issue... $111.50 vs. $148 for months 13 thru 24.

I complied with the PLG agreement and once I recieved the first billing statement I called COX customer service to communicate my confusion and concerns. It was the Senior Customer Service Rep (the third person I talked to) who stated the costs for months 13 thru 24 could go that high. Since they would give me no written assurances that my cost would be no higher than the $111.50 per month, I had to cancel my service (the PLG states that if I didn't cancel service it would require arbitration and limit my options for remedy.).

Having been a company owner and working in Quality Assurance groups for 30 years I am astounded at the confusion exhibited and inconsistent statements made by various individuals within the COX organization. It is so bad that I don’t believe it can be attributed to incompetence, but is a deliberate effort by COX to confuse their customer base, get them into an agreement that that allows COX to end up pricing their services at whatever rate they desire, and hamstring their customer by limiting their options for recourse.

Regards,

Review: I have recently become a cox internet customer. They came out set up router and stated that [redacted] had bad wiring on our house? We had [redacted] internet for 2 years no problems and Cox charged us to have a technician come out and set up the router that he basically plugged in and left. Then we have issued our internet wireless is shutting off and Cox states its the router but to have someone come out will cost you. So my husband went to cox today to buy a new router we connected it and issues of our wireless logins are not correct since technician set up router and logins from last router so I call and customer service rep states if she transfers me they will charge me since we bought the router and didnt rent it??? this is too much I asked for a supervisor because I explained I am only doing what you are telling me I bought a new router and same problem all they want to do is charge me? I just had this cox internet for a month and half. I asked for supervisor girl said whatever and put me on hold for 40minutes and hung up on me. I am over the RUDE customer service and then when I get someone they say its going to cost me? I just want the internet service that I am paying for which is already outragious amount.Desired Settlement: I want a technichian to come fix our problem with out paying or someone to call me and walk me threw process and I am not paying again for another technician that I have already paid for?

Business

Response:

We are sorry to hear of the trouble that the customer is having with their services. Due to the Internet concerns, we contacted the subscriber directly and offered our assistance. Although the client advised that she believes the problem is fixed, she has our direct contact information if she needs further assistance with this situation. We thank the [redacted] for bringing this to our attention. [redacted]/ Cox Communications Executive Offices/ Arizona

Review: After four months and several 'promises' from their Customer Service -- Cox Communications has NOT sent me a check for the CREDIT balance on my closed account with them.Desired Settlement: They mail a check to me for the credit balance on my closed account.

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 attempted to contact the customer by phone on 8/12/15 and 8/14/15. While we are unable to successfully make contact with the customer directly, we have facilitated and processed the refund for the customer. The refund check will be mailed out today, 8/14/15. The customer will receive the refund check within 7-10 business days.Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: We have a contract with Cox to provide us premium internet cable service tom our home location. We have had intermittent service for months. We reported the issues to Cox on countless occasions and have had a dozen Cox Reps. to our house to attempt to resolve the problem. We were told to buy a new modem and router and we did with our own money as recommended. We purchased the highest quality equipment and the lack of internet cable service continued. We reported to Cox again the issues with our internet service, and the company has refused to resolve the problem. This has been ongoing for months, and is time consuming and beyond frustrating. The escalation team member named [redacted], hooked up a direct line from the road to our house to bypass the damaged underground line and this helped improve the service for a short time, but still did not give us the premium service speed we are paying for. Sometime in May, a Cox Rep. entered our property, without scheduling an appt., and disconnected the direct line to our house that had improved our service. They reconnected to the bad underground line and have since refused to come back out and fix our service. I have phone records of all the calls made to [redacted], the Cox escalation team member, and also his supervisor, [redacted]. one day last week, [redacted] promised that Cox would come out and nobody arrived. I have contacted [redacted] and [redacted] numerous times to no avail. We still have either no internet or low speeds of 10-30 upload. We are unable to stream music or video, and at times have no internet at all. We pay for premium service and to be treated so poorly by Cox is unacceptable. It seems like fraud, because Cox is charging for a service they have not provided, and they have now refused to resolve the problem but keep taking our payments.Desired Settlement: We wish our internet cable line to be properly repaired in a timely manner and are requesting to be refunded for the service we have not received.

Business

Response:

July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention. Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015. dvised us that the new line and service issues were resolved on July 8, 2015. They also confirmed that the appropriate speeds were verified after the line work was complete. Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter. As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]

Business

Response:

July 20, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the ongoing service issues that the customer brought to your attention. Due to the documentation filed with the Revdex.com office, we alerted our Field Leadership Team of the request for assistance with their account on July 9, 2015. dvised us that the new line and service issues were resolved on July 8, 2015. They also confirmed that the appropriate speeds were verified after the line work was complete. Our office has directly contacted the customer as well to offer assistance with any outstanding concerns that they may have on this matter. As always, we appreciate the opportunity to assist a valuable customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ [redacted]

Review: I have recorded numerous lengthy phone calls, more than 30 minutes each, in which employee after employee says that they can clearly see the "issue" I call about, that a supervisor will be with me in a moment, and I am transferred to yet another new department with another new person asking who I am and what I want. I am attempting to resolve a billing issue wherein [redacted] is randomly charging for 1) things I haven't purchased, and 2) overcharging for items I did purchase. I think [redacted] is using it's billing system to scam customers who aren't paying attention and then utilizing a complex system of phone banks to transfer customers until they give up, thereby taking customers' money and providing no service. Again, I have recorded all of these conversations. Something has to change. [redacted] Communications is a corrupt, unreliable organization that apparently needs nanny regulation to comply with the simplest of common-sense customer service issues.Desired Settlement: My billing issue finally resolved and someone's phone number that I can contact when it's done again.

Business

Response:

August 13, 2013

Review: Cox cable has been sending me a credit statement since 3-15-15. I can't use credit because my payments for Cox cable are charged to me by commercial Wells Mobile Home Park.

I have called Cox for a refund but all I get is talk. Check was promised on April 27th when we called them again, check was promise on June 8th, not here yet.Desired Settlement: I want a cash or check refund now.

Business

Response:

Revdex.com Case # [redacted] We would like to thank the customer for taking the time to file their concerns regarding the status of their refund check. It is certainly not our intention to cause any frustration. We have contacted the customer directly to address her concerns and assure her that the refund will be mailed to her in a timely manner. 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: agent id [redacted] lied to me when I called to transfer services for a move....he said there are no fees and no charges and no installations necessary. I found out on my bill about 2 wks later he had charged me for 1. move fee, 2. installation kit and 3 late fees. he tried to sabotage me and lied on the phone call, he needs to be terminated or suspended for 3 weeks.

complaint #2 is "[redacted]" at pay by phone service: she wouldn't answer my questions.1. 2. she became sarcastic with me and kept saying, "we just discussed that." 3. she wouldn't answr my question when I said what is the extra 10 dollar fee for? 4. she put me on hold for a manager. 5. she came back from hold and said she's putting me through to a manager. 6. she put me on hold another 6 minutes for a manager.Desired Settlement: suspension 3 wks.

[redacted]: suspension 2 wks.

Business

Response:

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

As of 8/06 we have reversed the installation and late fee charges on the customer’s account. I have also reviewed the customer concerns regarding the representatives he has spoken to and will take appropriate action. Due to the privacy of the representatives we do not share any information regarding disciplinary action.

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

Executive Resolutions

Cox Communications

Consumer

Response:

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

there is no apology for terrible service.

Review: I received an email from this company yesterday 4/16/2015 regarding a purchase and a confirmation of purchase. I view the email as phishing and reported to the appropriate department of Cox communication([redacted].[redacted] and [redacted].[redacted]) I have not received a confirmation email regarding this report. Today April 17, 2015 I received a big box via [redacted] from Cox communication and the contents was a new cable box and another box with connections. Apparently the email I received was a confirmation of purchase that I did not make. At 8:30 PM I called Cox communications and spoke with [redacted](username [redacted]) and was told that the purchase was ordered at 8:30 AM on April 16, 2015 by the username [redacted]. I did not order these products from this company and whomever place the order did not do it with my permission. Someone with in the Cox communications Circle added this without my permission and according to [redacted] the username who ordered this purchase is not a Cox communication employee but a subcontractor. This is fraud and a break in terms of privacy. No one in your company should be able to place any orders without the customers permission. Where did the person who placed the order get my information to be able to place an order? Are you offering up my information without my consent?Desired Settlement: I want this issue resolved immediately and the person who made the purchase without my permission to be investigated for fraud in the break of terms to our privacy policy agreement. My desired outcome is to never have issues with this company again in any regards, so I would like a guarantee once again from this company. Police your Organization properly.

Business

Response:

April 28, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the inconvenience that the customer experienced with our company. Due to the circumstances, we contacted the customer directly to discuss. After a thorough investigation, we removed the cable service from the account and backdated the service so the cable charges have been removed. We also offered to send a box to the customer so he may mail the convertor to us. We also offered to pick it up if he did not want to return it or mail it to our office. The customer has our contact information and we will continue to work with him to ensure that all of his concerns are appropriately addressed. We appreciate the opportunity that the Revdex.com has given us to assist the customer. [redacted]/ Cox Communications Executive Offices/ [redacted]

Review: I had service with Cox Communications [redacted] from February 2010 until October 2012 for internet service. In October 2012 I cancelled my service and moved to [redacted], CA. While canceling my service, I was told that I had a refund due to me of approximately $14.90.I started new internet service with Cox [redacted] in November 2012. Today, August 12, 2014, I noticed a collections notice on my credit report. I contacted Cox [redacted] and they had no knowledge of it. I then asked to be transferred to Cox [redacted] and inquired if they showed a debt owed. They confirmed that I did, in the amount of $14.81. I asked what the reason for the charges were and they were unable to tell me as it was already sent to collections and written off. I asked to be sent to the collections department. I spoke with a representative who was able to locate my account. She again confirmed the charges of $14.81. I asked her what the charges were for. She was unable to tell me. She said it was very confusing and didn't make sense. I pointed out that I actually got a refund from Cox so I don't know why there would be an outstanding balance. She looked that up and again confirmed that I got a refund. I asked again if she could investigate as to why I had a balance in collections. She put me on hold and came back and said that my account was put on two months of "[redacted]", which apparently holds the account active for a period time for things like vacation homes, to avoid reactivation fees. I told here I never asked for that, as I was not going back to [redacted]. She said the cost was $7.91 a month. I told her that 2 months at that rate was over the $14.81 I owed. She agreed and put me on hold again. She came back on the line and said that I requested to have my email address held. I told her when I cancelled I was offered to have my email address held for a period of (I can't remember exactly, around 2 weeks). When I called to start service in [redacted] in October 2012 I asked them to transfer my email over. They said they can't do that, as Cox [redacted] owns that. I told them to cancel the email address and continue hooking up my service. He said no problem and we continued with my service. At no time was I sent a bill from Cox [redacted], I was never called to be told about any charges outstanding, I was not told there was a cost for holding an email address, I never agreed to any cost or service of "[redacted]". The agent in collections today agreed she had no record of that. She said the only way to take care of this debt is to pay it, it could not be removed. I advised her that I would not pay it as I was not responsible for the charges. She told me there was no other way and it would remain on my credit report until it was paid in full. This practice of charging items AFTER a request to cancel a service is not ethical. Additionally, adding said charges to my credit report without affording me the opportunity to dispute or pay these charges PRIOR to them being added is also unethical.Desired Settlement: I would like this debt removed. I would also like any evidence that such a debt existed from my credit report. Simply stating the debt has been settled will not be acceptable. I would like this as well as any negative effects it has on my credit to be removed. I will also be filing a separate dispute with [redacted], and [redacted].

Business

Response:

This is in response to the complaint that our customer filed regarding a write-off balance on his Cox account. This information had been turned over to a collection agency and eventually became part of his credit bureau reports. We sincerely apologize for the inconvenience that our customer experienced with regard to the write-off balance that was shown on his credit reports. Upon receipt of this complaint, the accounts were thoroughly researched. Our records indicate the following: Customer cancelled his residential account effective 10-29-12. There was a $26.00 credit due to the customer. A virtual account number was established, but forwarding address information was not placed on the 52 screen.Monthly charges accrued against the credit balance that transferred to the virtual account until there was a balance due of $14.81 that was never paid. $14.81 balance was written off as of 6-12-13.If statement was generated, it would have gone to the Virtual Street address and the customer would not have known that there was a balance due. Our customer advised that he was unaware of this virtual account. I confirmed with our Collections Team that this was never turned over to an agency and was never reflected on our customer’s credit file. Our customer was contacted and this information was shared with him today. We apologize to our customer for the misunderstanding that occurred when he disconnected his services. If our customer should have any addition questions, we ask that he please contact our Customer Care Center at ###-###-####. Thank you. Sincerely, [redacted]Executive ResolutionsOffice of the General ManagerCox Communications/[redacted]/Southwest COE

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. The business has contacted me and the issue is resolved. It can now be closed. I appreciate your assistance.

Regards,

Review: On March 25 internet service was terminated while the account was $50 overdue, which was technically due on March 27 according to Cox Cable statement. Several days prior to the payment due date of March 27, I started receiving all sorts of spam mail on my Cox account. Spam emails were being sent every minute. Being a Cox Cable Internet and TV customer since 1996, I never received such spam mail. However, since I needed the internet to post a school assignment on the evening of March 25, I called Cox Cable and paid the bill in full that was due with my debit card. Please note, the due date on the Cox statement showed March 27.

The attitude of the two employees that I spoke with on the evening of March 25, was very sarcastic and unfriendly. One of the employees was an IT clerk ([redacted]) who intentionally belabored rectifying the account and restoring the internet connection. Since the bill had been paid in full and I was working on a deadline for school, I politely informed [redacted] that I had to leave the house, and firmly insisted [redacted] fix the internet by the time I return home.

I am still receiving spam emails, and I believe Cox Cable has the technology and the means to prevent and fully prevent from accessing my email account.Desired Settlement: Repair the account by restoring it to the level of protection it had before the 16th of March, and adjust the following month's bill with a credit. Adjust the bill for negligent customer service practices, that intentionally and maliciously allowed and still permit for spam email to access the account, when customer was legally within the account payment due date of March 27, 2015 as documented by Cox Cable March statement.

Thank you.

Business

Response:

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

Review: I reported to cox communications on 2-26-15 about low hanging cables wires across the property parking lot that is preventing the [redacted] waste department from entering the property and being able to provide trash service. I was informed someone would be out at a certain time and a call would be made to inform me when they were here. I received no phone call and the guy that came out did nothing. I proceded to call again amd again getting told someone will be out no one has. When the trash company tries to enter the cable will catch on the top of the truck and due to the fact they dont want to damage the line or surronding property they will not dump the trash. As of today my trash on property has missed 4 pickups 2 just this week due to this situation. The [redacted] Arizona has tried to get this resolved, along with the managing company of this property but, the problem still remains. Now a month has gone by and nothing has been done. My residents can not put their trash in the dumpster and it is spiling all over the ground creating a health hazardDesired Settlement: I would like the cables to be raised or routed differently so that the [redacted] Waste Department can perform their duties before this situation becomes a worse health hazard then what it is.

Business

Response:

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

Review: On 1/29/2016, I did an online chat with Cox to change my services with them. I asked them what my total bill would be after the changes. I was told $85/mo. After the tech came to my house to install the new services, they incorrect equipment was deliver. On 2/1/2016, I contacted Cox to notify them of the wrong equipment. They agreed to send me the correct equipment. I finally asken them to verify my final monthly bill and the told me an amount $50/mo more than I agreed to pay. I have the transcript in WRITING from the COX representative of the amount I agreed to pay. They will not honor their agreement that I have in writing from them.

Here is a segment from the transcript...

You: The offer says it includes the DVR Box...as Follow:

You: Contour TV Discount Offer expires 2/29/2016 and is available to existing residential Cox customers who newly subscribe to Cox Contour TV with Contour Service and Record 2 DVR service in Cox service areas. Contour service includes the Contour app, Record 2 DVR and Contour Guide.

[redacted] No problem.

[redacted] I will give you a discount for your internet service of premier from $77.99 to $40.99

[redacted] That works for you?

[redacted] So it will be like $85, including taxes.

You: Is there a contract??

[redacted] No contract!

Here is the transcript of the extra amount they are trying to charge me...

[redacted] Do you know what my final monthly bill will be? I never did receive confirmation on this other than it was about $85/mo...

Alexa M.: $129.45

[redacted] Not going to happen.

[redacted] Where did you come up with that figure?

[redacted] You can see the transcript above showing $85/mo

[redacted] That's a big difference

[redacted] Contour service includes the Contour app, Record 2 DVR and Contour Guide. [redacted] No problem. [redacted] I will give you a discount for your internet service of premier from $77.99 to $40.99 [redacted] That works for you? [redacted] So it will be like $85, including taxes. You: Is there a contract?? [redacted] No contract!

[redacted] Judith C. is the Cox represenative

Alexa M.: I do apologize for this inconvenience [redacted] but those changes are not in your account.

Alexa M.: We are technical support we don't have access to sales promotions.

Alexa M.: I can explain you your monthly rate

Alexa M.: with the prices.

[redacted] Well, transfer me to a supervisor who can assist me. Thanks

Alexa M.: Your internet service is $64.99 not $40.99

[redacted] Well, I wouldn't have agreed to it at that price. Where do you think I got $85 from?

Alexa M.: I understand you [redacted] but I am just providing you the information I can see on your account.

Please advise...Desired Settlement: Honor the agreement I agreed to. I have the transcript of the offer in writing and they are trying to charge me an additional $600/yr

Business

Response:

February 9, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that the customer experienced with his account and billing. Due to the situation that the subscriber brought to your attention, we contacted him directly to discuss and resolve. The customer has our contact information and we will continue to work with him to ensure his billing is addressed appropriately. As always, thank you for bringing this to our attention. Catherine/ Cox Communications Executive Offices/ Arizona

Review: I called to cancel my cox services. I was instructed on how to pay my final bill of $75.44 and that I would receive a copy of the bill in the mail. On 5/9, I a charge of $122 was added and then processed on my credit card. I was charged for equipment. At no time during my cancellation did Cox require or ask me to do anything with the equipment. I then returned the modem and Cox still has not processed any refund to me.Desired Settlement: I am requesting a full refund of the unauthorized charges.

Business

Response:

June 20, 2014

Review: on 9/30/14 I received an email offer for 129.99 for 3 services and 139.99 for 4 services. I called the same day and got the 3 services set up at my previous address. I let the person know I would be moving soon. he advised to contact him back so I could get the same campaign. On nov 3rd I called back to set up my move. the sales person set up my move for 11/13. at that time I advised him of the previous offer, and that in moving, I wanted to get the 139.99 for 4 services offer. he advised that yes, he could get that set up. so the home security was installed as well when I moved. When I started getting my bills, I figured the first bill had some partials because I moved. It wasnt until january that I discovered it was because I was charged for a $99 installation and I was not set up with the correct promotion. the difference was adjusted, and the installation was adjusted. However, then I was informed that I was not eligible for the 139.99 rate on the email because of the location which I had moved to. NEVER in that conversation with the sales rep back in November or in January was I advised of this pricing difference. My bill was still 30 dollars a month higher than it should have been. that's $360 dollars in a one year period and the contract is for 2years. That's $720 dollars more than I was signing up for. When I spoke with a supervisor, he advised it was late and he would have to call me back. When I spoke with with the supervisor Tony on 1/24, I let them know that I needed 1 of 2 things to happen. either they need to cancel out my home security contract and remove it entirely, or match the price I initially thought I was getting. I never received any type of communication back. email or otherwise. and that was on 1/24. We are now at the end of FEB. During this whole fiasco, I was advised that someone did not set up a payment extension correctly. So my service was disconnected until I could make a payment of over $400. In reviewing my bill due this month, Im now seeing additional reconnection fees. I was not told I would have additional reconnection fees when I set up a payment for over $400. I've been on the phone with this company at this point for too long. I'm tired of being transferred between at least 3 different people on every call. I've tried multiple phone calls, and [redacted].Desired Settlement: I need a resolution on whether they are going to cancel the home security contract and remove the services (at no cost) or are they going to honor the rate I called about. 139.99 for the 4 services. I also feel these reconnection fees should be waived considering it was one of their agents that did not properly set it up while all this back and forth was going on. At this point, getting an email for 139.99 looked great, but none of my bills have been under $200. From what has been explained to me is that my current bill is more around $240 with the "discounted" bundled price. $100 dollars is a dramatic difference.

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by billing issues. We have attempted to directly contact the customer by telephone and email. The customer was given a contact number and email address for different way to communicate with us. We have reviewed the account in regards to the pricing and additional charges. Once we have made contact with the customer, we can provide the updates and come to a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I can also say that this business when above and beyond in resolving my concerns.

Regards,

Review: I am paying for 100mbps internet service and have been only receiving 20mbps service.This has been going on since September 2014.They say there is nothing that they can do and raised the price of my service by twenty dollars without my approval.I have had senior technicians out checking the lines and one tried to start a fist fight with me,that is not what I call professional.Desired Settlement: Fix the service and adjust the bill to the correct amount.

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding his attempts to correct his service and billing issues. We sincerely regret the inconvenience that he experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We found our customer contacted us a few times about slow internet service since November 2014. We found the service to be working with the correct speeds when we left.Since filing this complaint our customer has disconnected his service and an adjustment to his billing was given. Our customer is happy with the adjustment. We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regards to this issue.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Office /[redacted]