Cox Communications, Inc.

Review: I pay Cox Communications an exorbitant amount of money for cable and internet services. My cable has repeatedly gone out on my TV, and when I call Cox for service the computer voice says we cannot take your call right now, and hangs up on me. This is completely unacceptable.Desired Settlement: Fix my cable and quit dodging your customers.

Business

Response:

We would like to thank our valued customer for taking the time to contact our company via the Revdex.com regarding his service concerns. We are disheartened to hear that the customer has had ongoing problems and has been unable to reach us for assistance. We have sent his account concerns to our Service Field leadership team who has attempted to reach the customer several times in order to schedule repair of his services. We ask that the customer return those calls or contact us at [redacted] so that we may address these service issues. Thank you for your time and consideration. Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Consumer

Response:

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

It does not take 29 days to resolve this complaint. I do not accept this resolution due to the amount of time it took Cox to respond to my concern. Ridiculous. My initial concern was resolved weeks ago, but only after I went through a separate issue and dealt with a very rude Cox employee ([redacted] feel free to review if you or your associates have time over the next few weeks...). Not accepted.

Regards,

Business

Response:

We are sorry to hear that the customer was not satisfied with our previous response to his concerns. We are happy to hear that the customer was able to receive resolution to his concerns via the Customer Care center. We are committed to providing outstanding customer service and sincerely apologize that we have fallen far below one of our valued customers’ expectations. We are happy to apply a discount that will lower the customer’s bill by $20.00 per month for the next 12 months as a show of our commitment to remaining his provider for his communication and entertainment needs. Thank you for your time and consideration. Respectfully,[redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Review: I closed my Cox TV Account on December 2013 or January 2014 because I moved out of apartment located at Apt [redacted] to move to [redacted]. Cox does not offer Cable Service in [redacted]. I have called 5 or 6 times during the year and called again a few weeks ago to request to please CLOSE MY ACCOUNT and send the $-2.20 credit. Today, I received the following email:

Here is the email that I just received today to show that Cox hasn't done a thing about closing my account, once for all:

from: [redacted].[redacted] date: Sun, Mar 8, 2015 at 7:50 PM

subject: Your Cox Bill Statement is ready on[redacted].[redacted] Account Summary as of March 05, 2015

TOTAL DUE BY March 30, 2015: $-2.20

I do not know what to do anymore to solve this problem with Cox. It is very aggravating, frustrating and lacking of proper Customer Service.Desired Settlement: I would like Cox to send me a check for $10.00

to cover the $2.20 + all the time and phone calls that I had to make since January 2013 to close my account, once for all.

Thank you in advance, for helping me solve this matter for good.

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the [redacted] regarding her attempts to be sent a refund of the remaining credit balance on her account. We have worked with our Collection office to refund the credit to our customer. Our customer is aware a check will be mailed to her.We want our customer to know that we apologize for the inconvenience that she experienced with regard to this issue.Sincerely,[redacted] / Office of the General Manager / Cox Communications Executive Offices /[redacted]

Review: Enclosed is a bill from Cox Communications. I paid them on the 10th of every month right on time for 10 years/An email arrived saying "please call them"/They said, "your credit card bounced."/What is the last four of the Card/We don't have any/I walked them through the submission and it went through/They then billed me around $400 for they having lost my credit card #/I just picked up the phone and changed Interne-phone providers which I knew for several years provided the same service for $45 a month less/The day the new ISP-phone provider hooked up, I sent Cox a check marked "paid in full" for the 25 days of that billing period, along with a letter their services there weeks of that billing period./ That Paid in Full check was cashed two days later/ THey still insisted I owed them that roughly $400/Several phone calls later, the secretary finally agreed my notice of cancellation was right, and I did not owe anything/Then these small bills started arriving/I finally mailed a letter to Cox headquarters explaining everything I am explaining here/And an email arrived seeming to say I was paid in full/Then this bill keeps coming/I am never going to pay a bill I do not owe, especially after they billed a 10 year, always paid on time, customer $400 for errors made within their accounting-record system, their loss of my credit card #/Please advance this info to Cox headquarters one more time/I am sure, coming from you, with all this information, backed up by their own records, it will be cancelled. Thank you.Desired Settlement: See complaint description

Business

Response:

May 21, 2014

Review: I am debating the charge for an old phone modem. I was charged for an old modem that was returned to the installation technician upon moving to a new residence where we no longer required phone service. The install technician took the old modem with him after he came to our new residence to install internet there. Cox says they have no record of the serial number and have charged me for the missing equipment which I do not have in my possession.

This was an error on Cox's behalf and I am not responsible for their mistake. Myself and my husband have spent hours upon hours trying to follow up with Cox regarding this matter. We've been promised on three different occasions by three different managers that they would call us with a update/resolution. These have all been lies as we have never heard back from a single Cox employee. This has been going on for months now with no resolution or follow up from Cox.

We were customers for over 10 years and spent thousands and thousands of dollars with Cox and I am appalled at the lack of service and disrespect we have received.Desired Settlement: Remove the equipment charge from my now closed account.

Business

Response:

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 equipment 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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below. Once we speak regarding the outcome, I will update my response to let you know if I'm satisfied or not with the end result.

Regards,

Review: I stopped using their service a month ago and I received a new bill after I was specifically told I would not and I feel harassed.Desired Settlement: The bill needs to go away and I want a gift card for what they said I owed.

Business

Response:

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

Upon receipt of this complaint we were able to make contact with our customer on 12/22/15 to address his concerns. During our conversation with our customer we found the charge in question was an unreturned equipment charge that was added to the account erroneously. In an effort to reach a resolution, we have removed the disputed charge which has left our customer’s former Cox account with a zero balance. We are confident the issue at hand has now been resolved.

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

Thank You.

George

Executive Resolutions

Cox Communications

Consumer

Response:

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

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

Regards,

Review: Auto payment failed because of a declined credit card. Payment was late last month. In addition to a fair $8.00 late payment fee, Cox also adds a $25.00 "returned payment" charge to the bill. Returned payment fees are for checks, not credit cards.

If cox wants to charge a $33.00 late fee, then that's their business. But to call $25.00 of it a "returned payment fee" is dishonest and intentionally abusive to customers.Desired Settlement: Remove this $25.00 "returned payment" fee caused by a declined credit card.

Business

Response:

Revdex.com #[redacted] We have contacted the customer directly to address their concerns on our EasyPay program. We were able to offer the customer a courtesy credit for the disputed fees, which our customer did accept. While we understand the customer does not agree with our returned payment fees and policy, we do appreciate the feedback and suggestions he provided and will forward them to the appropriate department. We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: I am very disappointed with the technical support I had for my internet service. I just got the Internet service and phone service.

I had issues with both of them. It took them about 2-3 weeks to get my phone number ported over and the installation tech did not tell me that my phone number was not ported over. After few days I made a call and that's when I found out the phone number I had was not my number. I had to call customer service more than 3 times to get my number. They made some mistake on their part with the 3rd party verification that I had to do 3 times. Every time there was an issue even though after verification it said it was successful. It took them 3 weeks for the telephone issue to get rectified. I use my landline for my business so I was out of communication with my clients who are overseas and my head office that's in England.

Ever since I got the Internet, the first time when the technician came over to hook up the router, he could get the SSID to change and even my password. He called his supervisor who could not do it. I had to call customer service to ask their help to change it. Then after a couple of days, I had to call your technician to come over as the speed was too slow. I ordered service through cox as I needed a faster speed and o subscribed to 100mb speed where I was getting only 30mb on download. So the technician came out and put an extra box for the Internet. He checked the speed after installing the new box and it shown 114mb that was nice but the very next day the speed went down to 70mb and today it is at 30mb. Your technician came out and tried to fix the problem and could not figure out what the problem is. He called your tech support and got routed to tier 2 who could not fix it and was not blaming my laptop and the equipment I have. He was saying my laptop was old and when I told him it's not an old one, they he started saying there was nothing he could do. The tech who was in my house working on the issues, called his supervisor who was trying to fix the issue. He suggested to change the router again and move it from my office to downstairs. I told him that as long as it work, I would not mind moving. Again I had issued where the speed went down to 2.89mbps on download. The supervisor who worked on moving the router downstairs told me that if I had issues, to call him. Again yesterday, Saturday, I had issues and I clicked pictures of the speed test that was at 2.79, He came out to my house again and checked the outside lines and said maybe it was their plate. He called the technicians who work on running cables under ground to come out today. The speed was not 100mbps wireless and he said now maybe there in interference in the house and suggest to get a separate router and separate wireless modem.

I am so fed up that till today they are not able to figure out the problem. I am paying for service that is not doing what it is supposed to.

I am so disappointed with the product service and with your customer service tech on the phone. It has caused me a lot of embarrassment with my clients who live in China, who have a faster service than I. It has caused me a lot of inconvenience as I am not able to get my work done. I deal with clients in third world countries who's Internet service is much better than mine. I have not been able to get any work done since I got your service and that has caused me loss of business and inconvenience.

I hope you will look into this matter and let me know.

Required FieldDesired Settlement: I really need the service on my internet to come back up to the 100mbsp speed that I am paying for. I need it to be wireless connected and not Ethernet connection. When I subscribed to the service, I was told that the 100mbps will be on wireless connection. I even asked them that will I need a faster speed and they said No as 100mbps is good enough.

I need to get my service back to what I had ordered and should be compensated for the inconvenience caused

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.As of November 23, 2015, our Corporate Office had been in contact with the customer regarding their concerns. On December 4, 2015, we followed up with the customer and confirmed their issues had been addressed and the services are now working correctly. We are confident that this complaint has been successfully resolved.Thank you for your time and consideration.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Cox Communications charged my account for $251.63 that was from someone else's account. I never have had an account with Cox Communications in the past. Without authorization or even letting me know, they charged my card once I opened the account. Cox Communications STOLE from me and they have been very difficult about getting the charge reversed. Already I have spent about 10 hours trying to resolve this fraudulent act by a corporation, that had occurred a week ago.Desired Settlement: All I ask is that the amount that was WRONGFULLY charged to my account be refunded in full.

Business

Response:

We would like to thank the subscriber for contacting our company via the Revdex.com regarding his billing concerns. We want to apologize for the frustration and difficulty this matter has caused the customer.

Review: We called Cox to complain about our bill being to high. We were first told that we had signed a new contract on February 11, 2015 for two years for the new giga blast internet and could not change our service. After asking to speak to the supervisor they told us we had declined the giga blast internet service for ultimate internet which started a new two year contract. Actually Cox had called us to inform us that the would be digging threw our front yard putting in a new fiber optic line. Then they called again asking if we would be interested in the new giga blast internet service and we declined. Cox claims there has been a change on our service for several months and we should know better and should of called with in 60 days to correct our bill. We have tried to call before and got no where with customer service, also it is very difficult to call these people, it took a 45 minute wait just to talk to customer service and several other wait times of 10 minutes. We never called Cox to upgrade our service ever, we only called after the fact to lower our service. They said we had made several calls but actually there was several calls pertaining to the digging and repair of our water system they damaged while digging for the new fiber optic line. From what I understand when they called about the new line being installed for the neighbors internet they offered us the new service we declined and they started a new two year contract. So we tied to settle with having a basic TV package and basic internet package and drop our land line phone. We were told they would charge us $240.00 for violating our new contract. Due to the conflicting stories from customer service we would like to drop Cox completely. We asked if they had any proof of us agreeing to a new contract and they said they don't save the recorded calls and it was our problem to figure out that we had change our service and started a new contract.Desired Settlement: Discontinue business with Cox and not be charged $240.00 for early cancellation.

Review: Okay since I received my Cox service, I have had issues. Now it has become so slow and where it disconnects completely from the internet several times a day that we went to a local store in [redacted] where we were told to buy a modem for 90 bucks which we did came back home and still had problems that were even worse now we are being told that we need to upgrade our service for 33 dollars more a month in which we stayed with you guys with problem service as it is and paid way too much as it is for not full service. This is the second day I have been on the phone for hours with your non English speaking unclear staff. Please get some English clear speaking wraps for your phone service. I need someone to help me get my internet and WiFi working and not keep trying to charge me more and more and have the same problem.Desired Settlement: I would like a Deal for all his trouble I been through for faster Working Internet and like for my internet and WiFi to actually work.

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 and their Internet service. 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. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: been having problems getting into cox webmail and when you call in you get the run around was told the first part of May it would be fixed by 5/20/2015 and it still is not working right. Can't get into it half the time. I asked for a credit and was told by a supervisor that as long as I get internet service I cant get a credit. I pay for all the services not just part of them.Desired Settlement: I want credit for all the time I can't get into the email

Business

Response:

Revdex.com Case #[redacted] We are sorry to hear our customer was negatively impacted by email issues. We have attempted to directly contact the customer to by telephone. 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 have been Cox Customers since January 2014. On October 4, 2014 a Cox Sales person came door to door in my condo complex. The sales person was offering a new Cox Bundle option. I have a copy of the contract I received from her that day. The contract details that I will be receiving Advanced TV, Variety Pak 10, HBO, Cinemax and Stars, CDT Premier Digital Telephone, CHSI Ultimate hi speed Internet and free rental for Equipment. The Bundle Service is called the Gold Bundle. The installation shows as free. The price written in the Contract by the Cox Sales Rep [redacted] (Rep ID #[redacted]) is 129.99. I was told by the Rep that the service plus taxes would be around 155.00 per month. This price was honored in the first invoices I received in the beginning of the contract period. On the bottom of the contract it does state that taxes and fees will be additional.

The contract I signed does not include any statement of how long the contract time period is, it does not state that prices could change and it does not state that there are any cancellation fees. The Rep personally told me that the price of 129.99 plus taxes, would be locked in for 2 years and that I could cancel or make changes at any time.

This price was honored until March 21, 2015. The bill I received due April 15, 2015 was for 182.11 and the April 21, 2015 bill Due May 16, 2015 is for 236.01. I called Cox in regards to the billing errors. The first time I called in regards to my March bill they said the bill went up because the association at my condo complex is no longer paying for starter cable. I am a renter and had no knowledge of this association credit and this was not stated in my contract from Cox or noted any where on my bill. The second time I called in regards to the April bill they said that the price went up because promotional pricing changed so my bill went up. They agreed that my contract was for two years, but the price I was quoted was subject to change. I asked how that could be when I was quoted one price and I was never given an explanation. I called Cox several times, talked to several Customer Service Reps and Billing Reps and received the same response. They then told me that if I wanted to lower my bill I would have to reduce my services.

I also requested a copy of my account/contract that they have on file and they said they could not send it to me.

I called again and requested to reduce my services, so I could lower my bill. I was told that I was locked into a 2 year contract and that any changes to my services would result in my bill being even higher and any cancellations would subject me to a 240 dollar penalty for early termination.

The copy I have of the contract that I signed does not contain any language in regards to cancellation penalties or service changes.

I feel Cox is not honoring the Contract that I signed. They are stating that I am locked in to a two year contract were they can change the amount of the service at any time, but I am not able to cancel or make changes with out penalties. Again I must stress that the copy of the contract I have does not state this and this has never been stated on my bill.Desired Settlement: The desired outcome would be for Cox to honor the amount of 129.99 plus taxes and fees that I was quoted until the term of the contract is completed and also allow me to cancel if I decide to without in penalties or fees.

Business

Response:

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

Review: I purchased a new home and had the need for a security system. I had multiple companies come out for quotes to install a system that would fit my needs both present and in the future. This was NOT the first time I had a security system installed, it was my 5th time. I knew what I wanted the system to be able to accomplish. After Cox Homelife giving me the lowest quote and assuring my they could meet my needs with their camera system. I purchased their system with a term contract. When I had them come out to install the additional Cameras and access control locks. Their installation guy told me they couldn't put the cameras where I wanted them and that I would need to have an electrician install the wiring at my own expense because they needed access to 110 outlets for the camers. The sales rep for Cox Home life services assured me at the time I signed their contract that the installation was included in the price and I could put them wherever I wanted. They also do not have the ability to put access locks on doors (which the salesman said they did), they can only do doors with dead bolts. When I called customer service to discuss the issue, they basically told me "you are under contract, and you would be out the $1100 you paid for the parts and you would have to pay out your contract". This contract was signed and in the good faith that I was being given accurate information about the accessories I needed to get. They then told me they believed their sales person, NOT me. Their sales guy flat out lied to me, and their Customer service manager (whoever that is) has not returned my calls.Desired Settlement: I would like them to come pick up their equipment, give me a refund, and let me opt out of my contract. This system was installed in December. I have been fighting this issue for over a month, as soon as I tried to add on to the system.

Business

Response:

Revdex.com #[redacted] We would like to thank the Revdex.com for the opportunity to address our customers concerns regarding their home security sales experience. It is never our intention to cause frustration for our subscribers. We contacted our customer directly in response to the concerns that he brought to the attention of your office. A thorough review of the account shows that our customer activated our home security service in November of 2015. At the time of the installation there were not any disputes on the equipment being installed. The customer was contacted in February by one of our Security Supervisors to address his camera and equipment concerns, and we understand that he was not happy with the outcome of this interaction. While it is always our goal to provide 100% satisfaction to all of our clients, we were not able to provide the subscriber with the information that he was looking for. We apologize that the client is not satisfied with the service and the answers that we have given to him. If the customer would like to speak to our Home Security Team, he may call us directly at [redacted] We hope this information has been helpful to your office. Thank you. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Consumer

Response:

This is at best a Gloss over what had happened. The reason there was no initial complaint was because I hadn't added the promised features at that time due to the expense involved. When I went to add the additional options it was made clear that the salesman involved with the sale chose to oversimplify and exaggerate the systems capabilities. I do NOT accept that they were just unwilling to make this right. I have never complained to the [redacted] prior to this, it isn't just something I am doing because I am bored. The business practice involved here is at the very least fraudulent. I have ordered a company to come in and remove cox's product and will be paying (again) another company to install a proper system.

Business

Response:

Revdex.com #[redacted] Thank you for bringing the customers additional comments to our attention. While we are sorry our client is not satisfied with the answers one of our Home Life Supervisors provided to him, we are not able to offer him the functionality he is requesting. If the customer would like to speak to our Home Security Team, he may call us directly at [redacted] Our friendly and knowledgeable Home Life billing agents are available to assist Monday – Friday 8 am – 8 pm and Saturday 9 am – 6 pm. Thank you for your time and consideration. Jaimi / Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: On 3/3 111 5, my computer failed. I called Cox, finally a got a person (3"' call) who advised I needed a new modem that Cox would provide and have a repairman to install it at no charge. An appointment was made for 4/1. A very nice man came to install it and advised in order to get a free modem, I had to upgrade one level to which I agreed. However, he made a ca ll and was advised I had to upgrade to 2 levels to a much higher monthly rate. I am retired, on a fixed income and have no need for speed. At this point, if I wantedto use computer, modem would be $90.00, and without much of a choice I had repairman install. I responded to an e-mail from Cox asking about service call and I related all the wrong information I had been given . On 4/8, in response to my negative comments, Tia called, apologized but would not agree to my request for a credit for the modem. In fact, she said I could return the modem to a Cox facility (no where near me) if I did not want to pay $ 10.00 for Cox to pick it up! First of all I would not have a clue how to disconnect modem, let alone install another. She reluctantly agreed to lower my level of service to where it had been since as I had tried it before and found it was not any faster. When I asked to speak to a supervisor, she advised she was the supervisor. The clincher is that when I requested Cox address in order to write, she told me to check on line and refused to give me that information. (I got this address from an old bill) Is this the way Cox does business and cares about long-time subscribers? Should Cox not adhere to what their employees advise customers?Desired Settlement: I would appreciate hearing from you and am still requesting a $90.00 credit. Did I mention I am 86 and of sound mind but unfamiliar with changing moderns?

Business

Response:

April 22, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the confusion that our customer experienced with her account. Due to the concerns that the customer brought to your attention, we contacted her directly to resolve the situation at hand. We also gave the customer our direct contact information if she had additional questions regarding this situation. As always, we appreciate it when the Revdex.com gives us the opportunity to assist a customer. Thank you. [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,

[redacted] at Cox advised Cox will issue a $90.00 credit for modem charge.

Review: I've been a cox business internet subscriber for over 12 years. Without notice Aug. 2013 Cox raised my rates. I wasn't aware that they had and continued to an auto-pay of $169 monthly. After several months I get a call that my service will be turned off if I don't pay my bill. I didn't understand because I had been paying my bill. After talking with cox I found out that they had raised my rate about $15 more a month, and was charging me $25 a month late fee for the shortage of $15 a month. When I told them that I'd pay the bill up and cancel service they showed me the details in their contract that they lock customers in for life with the exception of a short 30 day window that comes around annual when customers can opt out so I couldn't cancel my service. [redacted] is my cox agent and has been no help. I've trusted cox for years and for whatever reason they decide to treat long term loyal customers in this poor way. In addition, [redacted] stated that he would reduce my bill back to $169 a month for a 15/4gb service with another 24 month signed contract. That's a terrible deal because Cox's stated plans on their public web site states that $169 a month buys 25/5gb service which is superior, but [redacted] fails to offer the better deal. I have asked customer service to refund the late fees and refund the money paid for the price increase and I would sign another contract. Their response was no they wouldn't do that. Historically when I sign a new contract Cox throws in 1 free month, so I said I would do that. Cox's response was no. Cox's only position is there way or keep paying the higher rate until such time that I enter my 30 day window where I can opt out and cancel service. In fact customer support told me that the only way Cox would talk to me on this issue was once I enter the 30 day exit window that their customer retainment Dept. would contact me AFTER I canceled service.Desired Settlement: This is a case where I as a customer simply wants to conduct my business yet Cox creates all of this drama for a customer who's been a customer for over 12 years! I don't see why cox terrorizes their customers with their clever little lawyer traps, price increases, and service bandwidth pricing games. If it weren't for all of this nonsense I wouldn't even be considering stopping service with Cox. I would like 1) An apology 2) Refunded for all money above and beyond the original contract of $169 a month paid by me since Aug. 2013 3) If they are going to charge me the price for a higher bandwidth service, then provide me the higher bandwidth service. Alternatively I will cancel service in my "30 day Exit window".

Business

Response:

April 18, 2014

Review: The salesman that signed me up stated that my price would never go above 19.99. My bill has increased by 20.00.

The salesman that signed me up stated that my price would never go above 19.99. My bill has increased by 20.00. When I called I was transferred to the retention department to honor what I was promised. Much to my surprise I was told that their sales people do this all of the time and they refused to honor what I was told. I then requested to speak to a supervisor regarding the deceitful practice and was told I would receive a call back. It has been a week today and NO one has contacted me. I don't understand how it is ok for their sales people to sign people up by using deceitful information. I specifically asked if the price would increase because if so I did not want the service and was told absolutely not.Desired Settlement: I want the price plan that I was promised honored.

Business

Response:

April 9, 2014

Review: Talked to a rep in morning who set me up for the higher speed and 50GB additional data usage offered in email from Cox on May 28, 2014. Rep told me it was effective immediately.

In afternoon called again [redacted] to find out why my speed did not change. Got transferred 4 times to different departments and finally talked to [redacted] for approx 40 minutes. He put me on hold several times as he checked with different departments as to why change had not been reflected yet. Determined that my modem was too slow and old for the new high speed transmission. After talking to other department and billing, [redacted] told me that he got permission to offer me a free new high speed modem. He told me he would add a note in my account and I could pick up this new modem at any Cox store, immediately, if I wanted to go now.

I immediately went to the Cox Store on [redacted] in that shopping center. I was told there was no such note in my account and they could not help me. I asked to speak to a store supervisor who did not help in any way at all. I got angry, raised my voice and said I did not appreciate being lied to and wanted to call a supervisor online. They handed me a phone and they called the online number and I asked to speak to a manager or supervisor (after waiting for them to answer for about 8 minutes)

I finally got the supervisor online ([redacted]). Told him the story about [redacted] and being transferred from dept to dept. He said he believed my story and told me he would put a credit of $89.99 in my account and I could buy the modem right then and there. I said he would have to talk to a supervisor in the store as they would not believe me. I handed the phone to [redacted], Senior Solutions Specialist, and he talked to [redacted]. He inputed something in the computer and went to find me a modem and handed it to me. He again told me there was a credit for in my account, which he had just inputed. I asked for a printed confirmation and he said he could not give me one. I said how am I to believe they were not charging me for the whold modem without there being a credit in my account. He said I would have to just trust him. I said "are you going to remember what you just said next month, if I am charged for the modem without there being a credit in my account?" He just said I have to trust him and show a little hope. He said if that happens to come and see him.

---

May 30 2014

The next day I checked the web site and the Modem charge was in my online account but no credit was there. I left a phone message for [redacted] (From COX store on [redacted]) on the Cox Store voice mail for him and said I would call Revdex.com if they do not add the credit as they had told me they had done in front of me at the store. I had asked for a print out as documentation but they said they could not do that.Desired Settlement: June 8 2014

Just checked my bill online and it shows a charge for the Modem but no credit as had been promised, twice, by two different supervisors. Please look into this matter. I check online and they have scammed many other customers.

Business

Response:

July 7, 2014

Complaint ID# [redacted]

We would like to thank the customer for contacting our company via the Revdex.com regarding the modem charge applied to their account. We regret the difficulty the customer has experienced in their attempt to have this matter resolved.

We’ve reviewed the account records and found confirmation that the modem charge was to be removed per a supervisor. We have applied a credit of $89.99 (plus tax) to the customer’s account. This credit will be reflected on the customer’s next monthly statement. Thank you once again for allowing us the opportunity to respond.

Respectfully,

[redacted].

Executive Resolutions

Office of the General Manager

Cox Communications, Arizona

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: On 5/19/2014, I had attempted to start online activation with Cox. Cox blocked the request and didn't notify me assuming I was the previous tenant who mishandled billing through them. I spoke with customer service on and off for a week before getting any sort of resolution. In the meantime, I had to fax my lease to a supervisor to prove I was a new tenant to my home. While on the phone and faxing my lease agreement, the supervisor gave me the wrong fax #. I thought nothing of this until I received a successful fax transmission outcome and all of my information was sent to an unknown place. I had to refax my lease agreement to the correct number. To compensate for this, I was offered a 12 month promo internet rate and things covered such as if I needed ID theft protection and fees for being issued new gate keys because of my personal information being sent to an unknown place. I have not had any issues with the that or had to change any of my key cards yet. I received a bill and not only was the 12 month promo not reflected on my statement, but an install fee that I was advised wouldn't be applied by at least 2 different reps was on my statement. I called the original supervisor direct extension and left a message regarding this. I still have not heard back. I emailed HQ and they advised me I would receive a call from a local GM. I still have not heard anything and it is close to end of business time for them. I called customer service last night. The professional install fee was removed by a rep and he acknowledged that I was supposed to be getting a 12-month promo discounted but had to use a ticketing system in order to have it fixed by another department. He said it could take weeks for it to process and that I should pay the full amount since my bill is due tomorrow. I said I would pay the amount that I was promised and there was still a discrepancy with the amount on the notes and the amount the supervisor told me ($40.79 a month was the original amount. That rep advised that it should have been $44.40 so I was given more conflicting information on the last call I made to Cox.). I did pay the $44.40 as a middle ground, but that is still not the amount I was advised when originally speaking to the supervisor. In my opinion waiting weeks to fix my billing is unacceptable and shouldn't take more than 48 hours, especially since this is their mistake. Below is a copy of the email to and from their HQ with more details of the situation (again I haven't heard back from anyone in regards to this situation and doubt I will)Desired Settlement: I was promised a 12 month promo of $40.79 and no professional install fees. The promo has been acknowledged by reps and the professional install fee has supposedly been removed (Since I cannot confirm, I am including it). Waiting weeks for a resolution when my bill is due tomorrow for their error is completely unacceptable in my opinion. The desired outcome is having my bill reflect what was promised to me for the time duration discussed.

Business

Response:

June 25, 2014

Review: For the last year, I have been consistently paying for a service that has not been working properly. I am being charged approximately $52 per month for a Cox Contour Box and DVR service, but box and DVR service has not been working consistently for the last 3 months. And for the last year, it has been working on and off. I have spent a lot of my own personal time speaking with Cox. Cox communications has sent 3 different tech support agents over the last 3 months and they have failed to correct and fix this issue. For the last 3 months, the services have not been working consistently and they have not resolved this issue. For the last year, the service has been on and off. I am so frustrated that I just keep getting excuses from Cox Communications and feel like I am getting no help.Desired Settlement: I would like to be reimbursed for all the monthly charges for DVR service and rental of box for the last year. I am asking for a credit of $52 per month x 12 months = $624.

Business

Response:

It is always our goal to provide our customers with exemplary customer service. We apologize that our customer felt the necessity to write to the Revdex.com regarding his service issues and request for an adjustment to his bill. Upon receipt of this complaint we performed a completed review of our customer’s account. We found our customer has Cox Contour service consisting of 2 receivers and DVR service. According to our records our Cox Communications has fairly compensated our customer’s account for the loss of this service and no additional credit will be given. We sent a letter to our customer with a breakdown of our findings to better explain why no additional credits will be given. We want our customer to know that we are deeply committed to being his most trusted provider of communication service and apologize for the inconvenience that he experienced with regard to this issue. If there is any way in which we can be of further service, we as that he contact our Customer Care Center at ###-###-####. Thank you.[redacted] / Office of the General Manager / Cox Communications Executive Offices / [redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The fact that Cox Communications did not even attempt to reach out to me regarding these concerns shows that they really do not care. At this point, I plan on cancelling service with Cox after 10 long years of loyal service. They have really done a poor job of maintaining this partnership and relationship. My box is still not working properly and I am still paying for services that are not being delivered. I am done paying for poor quality service. Regards,[redacted]

Business

Response:

We are truly sorry to hear that our initial response was not found to be satisfactory by our customer. Please know, we are dedicated to assisting our customers and we apologize for any inconvenience this situation may have caused. On 1/27/15 we were able to speak with our customer to address the additional concerns outlined in their most recent response. We explained to our customer that we take his concerns very seriously and as a result we performed a full research of the past year of his account records. In this research we reviewed all note entries and technician visits to gain a proper understanding of the amount of time our customer’s services were impacted. The account notes and work orders reflect our knowledge of 17 days of service issues in the past year. While we certainly understand our customer’s request for compensation, since they have already been provided $214.21 in adjustments over the last year, we are unable to provide additional account credits at this time. Additionally, we are certainly disappointed to hear Mr. [redacted] is still experiencing technical issues with their services as of their latest response. When speaking to our customer on 1/27/15 we made numerous offers to send a technician to their home to address any remaining issues they may be having with their services. Regretfully, Mr. [redacted] opted to decline our attempts to schedule a technician to investigate these issues further. Unfortunately, without being allowed the opportunity to send a technician to the home to investigate the problem further, it may be very difficult for us to address the services issues that may still be occurring. Please know, it is our genuine desire to reach a resolution with our customer and we would like nothing more than to continue a positive relationship with him for many years to come. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive EscalationsCox Communications

Review: This past April, I bought a house and was moving. During the process I called Cox Communications to cancel my internet services due to the move and due to the continually rising cost of my internet service through them. The representative on the line advised me of a "special" that they were running that would combine both internet and cable for a slight REDUCTION in the price I was currently paying for just internet. The prices was roughly $62 + Tax. The rep also told me there would be NO installation charges to move the service. I agreed to the special and set up a time for installation. During the installation, the technician was unable to correctly set up the cable and had to schedule for a more tenured tech to come out and complete the job. Three technicians and many wasted hours of my time later, the cable now seemed to be working but not correctly with the box. I decided to just use the cable from the wall and forego using the box. As I received my first bill, I noticed three issues. Two were installation charges that were supposed to be waived per my conversation and agreement with the sales representative, and there was a late charge. Considering I had everything set up on auto-pay and the amount was actually drafted out of my bank account, I could not understand a late charge (my account had been on auto-pay the entire time). I called into the help line and they were able to waive the installation charges and the late fee explaining it must have just been an error that the rep did not go in and correct per the agreement in the conversation. I then started receiving bills that were now $87/month, not the $62/month that was agreed upon. It took multiple calls and many broken "promises" that a supervisor would call me back to resolve the issue. I was finally advised that I had the wrong type of box for the promotion due to the technician swapping it out at install. I was never told that changing the box would result in this plan issue, I was only told that they needed to swap my receiver since it wasn't working correctly. That same rep told me that I should go into a local store and switch out the receiver so that they could "honor" the package that I signed up for. I went into the [redacted] location and they proceeded to tell me that they could not help me since I ordered my service over the phone. I explained that the phone rep told me that I needed to physically go into a store and change out the receiver. The rep at the store continued to argue with me until I finally said I would not leave the counter until she resolved the issue with the phone support personnel. They eventually told me they would have to put in a request to have it hard coded on the back end and that this was a common error that continuously happens due to technicians switching out the boxes incorrectly, thus fully sharing that it is a Cox Communication issue that is known and continues to go on unresolved. She finally called me back and told me that they found a resolution to the problem. I thought this was the end of many months of stress and headaches due to Cox Communications not following through on their word and not being able to resolve issues that they created internally. I had one billing cycle that came out correct, and then I received a bill this month with the rate again $20 higher than the agreed upon amount. I called into the billing help line and explained my frustration to the rep and advised that I needed this to be the last time dealing with the issue. I asked for either a credit that would continue to offset the amount that they were overcharging, or to have it fully fixed with their commitment that it would not continue to happen. The girl laughed and eventually disconnected the line when she was supposedly transferring me to the promotions department. When I called back moments later, the new rep advised that he could not find notes from the previous rep and therefore could not get that person's supervisor on the line to discuss her inappropriate behavior in dealing with the situation. The final rep did agree to give me a credit to help offset the future overcharges, but this does not fully make up for the lies, unprofessional manners, and clear non-concern for the customer that multiple employees have demonstrated at Cox Communications. I hope that Cox realizes that there are new player coming into the cable and internet market and practices like these will force the consumer to jump on the opportunity to work with different providers once they are in the marketplace. I also feel that Cox knows internally that they have these issues and almost promotes a culture where it is ok to just hang up on people and give them the run around in hopes that they will become defeated and deal with the higher, non-agreed upon prices. It is my hope that the Revdex.com does all in their power to investigate these types of bait and switch practices and Cox Communications starts to do a better job of becoming a business that people can trust rather than a business that is only in business because there isn't much choice in the marketplace. I also hope that the employee who laughed and hung up on me is able to be identified and given proper guidance as to how customer service roles work in a proper business environment. Finally, although my account has supposedly now been offset for the amount that will bring me back to the agreed upon rate, I think Cox should come up with some type of compensation for the many hours that I have wasted in trying to appropriately deal with this 5 month long issue.Desired Settlement: I would like for an apology from a high level executive within the organization so that I can feel confident that Cox Communications actually does have some concern for their own business practices. I would like the representative who laughed and hung up on me at around 1:15 p.m. on September 30, 2014 identified internally and I would like a formal apology from this individual as well. Finally, I would like either an additional credit to my account, or some type of compensation to make up for the wasted time that I spent during the initial install attempts, on the phone with incompetent customer service reps, my time driving and waiting at a physical location, and now my time having to escalate this to the Revdex.com to even be taken seriously. I do not have a specific amount, but everyone's time is important and there is a cost to me for having to go through five months of run around due to Cox Communications making an error. If I were to give a suggestion, I would ask that I am not billed for my services for the remainder of the original agreement which would be until April 2015. In my calculation, I have spent at least 22 hours between the install issues, phone issues, going into the store, and writing this complaint. I approximate this to be worth $1,650 if you would like to base it off of the cost of my time being away from work.

Business

Response:

We are sorry to hear our customer was not provided an ideal customer service experience when contacting us to resolve a pricing issue. We have made contact with the customer and came to resolution for the account balance and pricing. The customer was given an apology for the experience and the concerns have all been addressed. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region