Cox Communications, Inc.

Review: My wife purchased a Netgear combination modem/wireless router, that she was talked into by the Cox sales person. We bought the unit outright (vs lease). We got it home and connected to our computer only to find that the wireless router portion was unavailable to us as the setup options were blocked/disabled. We called the manufacturer and they referred us back to Cox. Cox would not help us unless we paid another 59.99 to fix the problem.

The problem was NOT an error on my part, it simply was NOT avaialble as it was blocked/disabled by Cox. When I purchase a piece of hardware at full price, especially for the price we paid, I expect it to be fully functional. Not modified to a restricted state by the company I bought it from. And I surely don't believe I should have to pay for them to reverse it! The whole arranglemt seems unethical, if not wholly illegal.Desired Settlement: We already took the hardware back, demanded a refund, and bought different hardware. But the business practice they are using seems dishonest, and again illegal. Something needs to be done. If nothing else they are not providing full disclosure of their product.

Business

Response:

December 20, 2013

Review: I was told by Cox I would have internet in 24 hours max by 2 separate {I was told "3rd party"} chat reps and a call center customer service agent.

I was bait and switched. I had gotten the assurances from 3 separate people the schedule would be changed from the date they showed on the webpage, which was the 21st, which was the earliest for pro install it said, they said you simply call in and change the date into a backup list that afternoon or the next day. The customer service agent I spoke with on the phone cust serv. told me the same, told me he would get an email from me and then never called back, and did not place the request for early expedited service activation due to the emergency situation of this job....complete failure to come come through.

I was told it was highly unlikely, by a supervisor, that what they said was true. I was told the chat agents would be instructed to not say 24 hours, as this was wrong of them and she offered a lot of apologies but she did not offer a remedy or solution to solve the problem.

I made it clear to all involved I would lose my job if what they said was not accurate, and spent all my remaining money to get the internet turned on and took on a higher level plan of 75 dollars to avoid the 75 dollar fee by getting a package deal, and they gave me no assurances anything was going to be done to help me when I called to remedy this today.

I will lose my job in 3 days if I do not have internet, this was explained to each member who said that they could get internet scheduled for 24 hours install.

This is known as Bait and Switch....you are told one thing then they change the story after you pay money to them saying that you will not get the stated service.

I will quote the customer service chat agent here:

[redacted]: This Bundle also includes a HD receiver for Fee.

[redacted]: You also get Free Pro install, which saves you up to $75.00.

You: hey

You: I was told 24 hour instal

You: this won't let me sign up for earlier than 21st

You: I NEED this on tomorrow

You: my job depends on it

You: I may lose it if I am unable to get it connected

[redacted]: You can select the earliest time and date, and then call in tomorrow, and tell them that you would like your services turned on today. They can squeeze you in.

You: how did the prior cust serv. person have the ability to expedite this?

You: so I have no promise for this or this will work for sure?

[redacted]: She would of told you the same thing. Yes you will have your service turned on Tomorrow!!

You: ok so just pick the first 2 days available then call cust service after I send the order?

[redacted]: Yes that is correct.

[redacted]: I will also send a note to the processing team, that you will be calling to get your services turned on Tomorrow, while I send in your confirmation number to them.

You: ok

[redacted]: :)

[redacted]: It will ask you for your Credit Card, but you will not get charged for nothing!! We ask for the Credit Card number to make sure you are the right person placing the order.

You: [redacted]: Awesome!! You are all set. Here is the number to call. ###-###-####; 8AM-8PM Monday-Friday 8AM-5PM Saturday.

[redacted]: Thank you so very much!! It was a pleasure to assist you today:) Thank you, Have an Excellent day!

[redacted]: Thank you for chatting with me today! I hope that I have provided you with excellent service. After this chat ends you will receive a survey, please fill it out to let me know how your experience was today.

You: yes

[redacted]: I hope you have a Excellent week!!

info: Your chat transcript will be sent to[redacted].[redacted] at the end of your chat.

You: thanks you too so I just call now?

[redacted]: I would wait about 20 to 30 minutes, so processing can process your order, so it shows up, when you call:)

You: ok thanks

[redacted]: You will get an emai, to let you know that the order has been processed threw.

[redacted]: I hope you have a Excellent day!!!

I will release the second customer service rep's name on a further comment as well as the supervisor who was unable to do anything to remedy this situation other than say "they will take care of it as soon as possible" and "I'm sorry" a bunch of times if this is not remedies by the time I lose my job.

THIS DOES NOT SOLVE THE PROBLEM. ACTION DOES. PLEASE ADDRESS THIS, COX.Desired Settlement: I would appreciate one of 2 outcomes:

1 - I save my job from ending by them coming through with their 2 chat agent's, and one phone cust. serv rep's promises, ASSURANCES. I TRIPLE verified with both of the chat agents and they assured me 24 hour turnaround on the pro-installation. They knew my job was in jeopardy, and made false claims. I called a supervisor and all they would do is say they would train the chat reps to not tell the client this info. For my job to be saved I need my internet working by monday of next week at the latest {The 19th of JAN} or I will be unemployed and unable to pay for the bill they fraudulently pulled me into with lies/bait and switch of promises with a 24 hour install of PRO installation.

2 - Alternatively if I were able to get complimentary services for the next 2 months to make up for being lied to and manipulated into doing something I would not have done otherwise if the assurances I was given for 24-48 hour install max. I repeat, I would not have gotten the service if this delay was present, and the lies from the chat reps pushed me into this unethically.

Please help me save my job, Cox resolution squad.....you are my only hope now that I spent my money to catch up the old bill {my last $3O} from my prior address that I was not aware of.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer was negatively impacted by our representatives setting an expectation that an installation would be completed on a certain day. We have reached out directly to the customer. We came to a successful resolution over the phone. The service was activated. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: On April 9, 2013 I signed up for a "2 Year Price Lock Guarantee Service Agreement" with [redacted] Communications to pay $39.99 a month for Internet and phone services. I paid the $19.99 installation fee and a deposit of $94.32 on April 9, 2013. My first bill dated April 15, 2013 has a credit of $17.43. My next bill dated May 16, 2013 is for $196.69. My next bill dated June 17, 2013 is for $272.22.

[redacted] is now refusing to honor our contract and is only willing to write off $55.00. [redacted] employee [redacted]) explained that I was just stuck and the contract was meaningless. And that if I want my services turned back on I need to pay $226.54.

I also spoke with [redacted] in May, 2013 after receiving $196.69 bill and was told to wait until I received my next bill and it should be worked out. I call today and [redacted] tells me there is nothing she can do and to pay the bill if you want services.

With a 17.43 credit and $39.99 a month contract, I should owe less that $80.00

I have all paperwork of our agreement and have not made any changes to my account.Desired Settlement: My services reinstated and my bill to reflect the agreed upon contract.

Business

Response:

August 16, 2013

Revdex.com Complaint #[redacted] – [redacted]

Re: Issues with Contract Pricing

This is in response to the complaint that our customer filed with the Revdex.com regarding his concerns with the Price Lock Guarantee on his account. We apologize for the frustration that our customer encountered in his many attempts to get his issues resolved.

Our customer’s concerns were forwarded to the teams that have been working on getting the codes corrected on the account to provide him with the rate that he has been expecting since April. It appears that several requests had been submitted and each time they were returned as completed. Unfortunately, the work that they did had not corrected the problems.

The most recent changes that have been made to the account are expected to finally correct the account to the price that our customer has expected. This will be reviewed next week to ensure that the change is finally reflected on the account.

We want our customer to know how much we appreciate the patience that he exhibited while awaiting a response to his complaint. We thank him for giving us the opportunity to make things right. We never want a customer to encounter an experience like this and hope that he will accept our apology and allow us to remain his service provider of choice. For future assistance with any other issues that may arise, our Customer Care Team is available 24 hours a day, seven days a week. They can be reached at [redacted] or he may also contact us on our web site at [redacted]. Thank you.

Sincerely,

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Regards,

I received your information that this matter is closed. Although I have spoken to Cox numerous times, my complaint and the run-around is still ongoing. I still owe a ridiculous amount. Every month I call and have an hour to 2 hours of discussion; a discussion with deliberate lies and deception, with changing reasons and changing numbers that make know sense.

Review: Last year, June of 2014 Cox offered a promotion for two years of internet and cable bundle for the price of $60.07. This May 2015, I called Cox to confirm that this price will stay for another year. The Cox representive assured me that this price rate will stay until June of 2016. Today I check my Cox account online and find out that my rate moved to $90. So I called Cox to fix this issue and they told me that my rate expired on June 2015. I told them that two months ago I called and they confirmed that the rate was until 2016. After a long talk on the phone and being transfered back and forth to the royality department and the billing department, all they manage is to give me another rate of $65 a month until June of 2016, which is $5 more. But, they refused to change the $90 a month for the last and this month. I told them they were false advertising and giving Cox customers wrong information, but they refued to help!

P.S. this is the last person/manager I spoke with in case it's needed

[redacted] with employee ID [redacted]Desired Settlement: I would like Cox Communication to stay by what they offered me initially which was $60.07 and adjust the these two bill of $90 and give me the credit to bring it to the $60.07.

Business

Response:

We would like to thank the customer for taking the time to file her concerns regarding her promotional rate. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.Upon receipt of this complaint, we were able to make contact with our customer on 8/3/15 to discuss her concerns. After speaking with our customer we were able to come to a resolution with her account billing by placing an adjustment on the account to offset the recent increase she experienced. We are confident that we can now consider this issue 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 ###-###-####. Thank You.[redacted]Executive ResolutionsCox 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: Bought wifi modem from Cox. No matter how many times I tried to straighten it out, Cox insisted I rented the modem, but did not send documentary proof

Cox kept dunning me for $129, even after I was given a confirmation number and told I would receive a final bill showing a zero balance. The confirmation number is [redacted]. Instead of the promised ending bill showing a zero balance, I received more bills from Cox for $129 for a wifi modem. finally they turned it over to a collection agency and will not reply to my letters. The matter could have been easily solved by scanning and emailing me documentary proof that I was paying a monthly rental fee for the modem, but no such documentation was ever sent to me; only bills that explained nothing. I am surely not the first person to complain of the incompetence and shoddy nature of Cox's business practices. I even tried to get in touch with the collection agency, but they have no email available to customers, and I live abroad and will not telephone. Because of all of the above, I plan to ignore any further dunning for money I do not owe Cox or any collection agency, but I wanted the Revdex.com to know why, and I wanted documentary proof that I indeed tried to open a dialog with Cox. I have never before dealt with such an unresponsive or arrogant company.Desired Settlement: I want a final bill from Cox showing a zero balance.

Business

Response:

We would like to thank the customer for taking the time to file his concern regarding the charge for a modem. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. Account information shows that the customer pre-paid for the[redacted] modem on November 3, 2012 and was billed for it on December 14, 2012. I have sent our collections department a request to remove the charge and to change the designation of the modem from Cox owned to customer purchased. 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] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Review: I set up internet service with Cox on approximately June 1, 2015. A couple weeks later received a bill that charged me for both an rental and purchase fee for a modem. I promptly called them to alert them of the issue, at which time the representative assured me my account would be credited for the purchase fee of $90 within "2 to 3 business days," as I only wanted to rent the modem. I then paid the bill minus what should have been credited to the account. About 3 weeks later I received July's bill, with no credit and a late charge of $8. I called customer service again and was told nearly the same thing but that the refund would take "2 to 3 weeks." The agent wasn't sure why it didn't go through the first time but he could see the paper work was filed, and he would refile. I then paid my bill minus what should have been credited and the late fee. Waited 3 more weeks... Called today August 5, 2015 to see if my issue had been resolved. No. The agent told me I would need to bring in my modem to a location so my account could be credited and they would reissue me the same modem. I then asked to speak with her supervisor as I did not think I should be inconvenienced any longer for their mistake. She said a supervisor will call me within 2 hours. It's now been 3, and still waiting...Desired Settlement: I would like my account to be credited for the "purchase fee" of the modem, and for any subsequent late charges without inconveniencing me anymore.

Review: I had scheduled to have my service disconnected on December 5th. They disconnected my service on November 23rd (Sunday) before 9am. They cannot tell me when they can get my service reconnected. Because of their disruption of my service, I cannot access work information I needed to get done and I do not have TV service for guests coming over for a football watching party. I have also lost shows that I wanted to watch off of my DVR.Desired Settlement: I expect at least 1 month's service refund and continuation of my service until December 5th at no extra charge. I also expect to get my service hooked back up ASAP

Business

Response:

[redacted] Case #[redacted]

We are sorry to hear our customer’s service was disconnected too soon and was negatively impacted by the error. We have attempted to make contact with the customer. We left a message and sent an email with a point of contact. The customer’s service was reconnected on the same day the disconnection was done in error. The customer’s service is scheduled for disconnection on the correct date. Once contact has been made with the customer, we will have the opportunity to review the account and come to a successful resolution for the negative impact portion of the customer’s dispute.

Thank you for your time and consideration.

Executive Resolutions

Office of the General Manager

Cox Communications, Southwest Region

Review: I paid this bill in full 11/2014 every month I get a statement that they owe mw $1.06 every month I have called to get this resolved and am told to expect a payment in 3 weeks I feel this has gone on long enough

I have also asked to have my PIN # removed from my bill or hidden om bill they refuseDesired Settlement: I want my pin# removed from my statement and I want the $1.06 they owe me

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Upon receipt of this complaint we were able to make contact with our customer on 9/7/15. During this call we were able to discuss our customer’s concern regarding her Cox PIN and the refund owed for her former Cox account. We appreciate our customer voicing her concerns regarding the Cox PIN on her bill and we genuinely take this type of feedback very seriously to improve our business and the customer experience. Additionally, we were able to confirm with our customer that her refund check will be mailing on 9/8/15 and we have set up a follow-up call for ten days from now to ensure she has received it. 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. Thank you. [redacted]Executive ResolutionsCox Communications

Review: I am Cox customer for a while now. They offer special that are $19.99 to start a new service with them. When I signed about about a year ago. they told me that offer was not available. I needed service then I signed then I noticed that the offer was available so called. The rep told me it was already late to get that offer cause I already had service. so the offer me a $5.00 off my bill which yearly only saves me $60.00 compare to $ 240.00 yearly savings. last month I called to cancel service . Cause I was moving to another location. So the rep asked if I want to transfer and paid on $ 30.00 for installation instead of $ 60.00 cause it is a new address. I asked her that if the have any special she said not at the moment. So I confirm with her make sure is only $ 30.00 installation.. Once again days after I transfer service I noticed the offer is still available for $19.99 to start internet services. I called them back and the rep said It too late cause the transfer has being place. I noticed the charged me $60.00 installation fee instead of $30.00. This company is not honoring their word and just abusing their practice. I want what is fair. n what they have offer me has being in their financial benefit only.Desired Settlement: I want them to honor the $19.99 a month and waived my installation fee, I want my money back

Business

Response:

We would like to thank our customer for bringing her billing concerns to our attention. The complaint that was filed with the Revdex.com was directed to my attention for research and resolution. We are sorry to hear that our customer felt that she had no other recourse than to contact the Revdex.com to get these concerns resolved. We would like to apologize for any misinformation or challenges that she faced while trying to resolve this issue. It is always our goal to assist our customers to the best of our ability and provide excellent customer service. Upon receipt of this complaint, our customer’s account was researched thoroughly. We found that she had been billed the full $60.00 charge for installation for her transfer of service. This charge has been credited and will appear on her next billing statement. With regard to the $19.99 rate for the Essential level of Internet, it is currently only available for new customers. As a courtesy to our customer, we applied a special discount to her service that will be in effect for 6 months which will reduce her Internet service by 50%. The rate will be $24.00 per month for six months instead of $47.99. We want our customer to know that we appreciate her patronage and hope to have a long relationship. We regret the difficulties she experienced and hope that we are able to regain her confidence in our organization. If she has any additional concerns, she can contact our Customer Care Center at ###-###-####Call: ###-###-#### or contact us on our web site at [redacted]. Sincerely,[redacted]Executive Resolutions/Office of the General ManagerCox Communications/Arizona

Review: I came home from work today to find that cox communications has vandalized my property by spray painting my driveway and my front yard. I do not have service with cox and have not authorized them to be on my property. I contacted cox on 9/16/13 and was hung up on by one manager named [redacted] then spoke with another manager named [redacted] both refused to do anything about the spray paint on my property saying they had the right to do that and to go ahead and file a complaint. I am requesting that they come out to my home and repair the damage to my property immediately. I also contacted the phoenix police and was told I need to file a complaint with the Revdex.com and the [redacted]. I will be submitting my complaint with the [redacted] today.Desired Settlement: repair my property immediately

Business

Response:

September 23, 2013

Review: Unresolved Complaint ID #[redacted]. Cox said case was resolved and Revdex.com closed case. Internet has been out completely for 3 days. In response to Complaint ID #[redacted],

Executive Resolutions, Office of the General Manager, Cox Communications/[redacted] sent Field Technician [redacted] to resolve intermittent Internet connectivity issue. He found low line livels in 5 minutes missed by previous about 15 service tech. He replaced the line from the street resulting in very good signal levels. He also replaced my good working modem, that Cox forced me to buy 1 year previously because techs were not able to trouble shoot the line issue, to ensure I would not have any additional issues. One month later than modem has now failed. Once Cox dispatched a tech ([redacted]) he immediately determined that the modem had failed. Cox dispatch would not authorize him to replace the modem and tried to extort me again to buy another new modem (not only did it have to be a modem, but a DOCSIS 3 modem/telephone). I refused to pay for another modem and they said they could then not solve my problem unless I bought the modem. They then reffered me to call Cox (even though they are Cox). I called the main support number. Explained the history to the support person he put us (the tech and me) on hold several times after telling we should just have the tech just talk to his dispatch, essentially bouncing us back and forth between the two departments. He said the only thing he would do is for me is charge me for another modem. The last time on hold with him for about 10 minutes before a new support person ([redacted]) came on asking what our trouble was. The first person obviously just left us on hold to get rid of us. [redacted] had no idea we had be already working with a tech for 20-30 minutes. She tried to help, but said all she could do was have me buy another modem. I asked for the supervisor and got [redacted]. He was helpful, but his first solution was that he could activate the modem the tech had but the tech would be responsible for the cost. That obviously not being a realistic solution he had the tech talk to his dispatch which resulted in dispatch calling [redacted]. The dispatch called [redacted] and they worked out a temporary solution. The solution was to install the expensive modem/telephone and charge me on a monthly rental basis. He stated that he would then be crediting my account of which I have little confidence from my past and continuing experiences will happen without more intervention on my part and requiring several more hours to following up on. He also said he would be contacting [redacted] and [redacted], the two individual from Cox involved in assisting with to get the current modem that they have installed and are billing for on a monthly basis replaced with another standard modem and ensure that the credit for this temporary modem is applied.This most resent call took 2.1 hours to get to this temporary solution the has extorted modem rental fees (that hopefully will be refunded without further action by me) resolve problems from the so-called fixed issue with additional time still required of me the get the next final resolution the [redacted] proposed.Desired Settlement: I would like consistent internet connectivity like the service they are billing me for each month, credit for the modem they are now billing me for, replacement of that modem with either the original modem I had before it was replace a month ago, or a similar working model, and it would be nice to be compensated for all of the time and suffering they are put me through just to get the service they state they are providing. The tech [redacted] agrees with me that this issue should have been solved in less than 5 minutes instead of dragging it out for 2 hours plus the additional time I will have to spend to get to what I hope is the final resolution. They should also stop trying to extort their clients by requiring them to buy a modem or they will not help solve their problem.

Business

Response:

September 3, 2013

Revdex.com Complaint #[redacted] – [redacted]

Re: Continued Internet

Service Issues

This

is in response to the second complaint that our customer filed with the RevDex.com regarding his concerns with our Internet service.. He advised that he continues to have service

issues with his Internet – most recently due to a failed modem. We apologize

for the frustration this situation has caused.

Upon receipt of this complaint, we reached out to him to

provide a personal apology and to share our action plan. He confirmed that his service appears to be

stable since the last visit on 8-31-13.

In order to provide him with the solution that he requested, we will

have to exchange the modem that he received on 8-31-13 with a different

modem. Those arrangements will be made

today.

Again, we thank our customer for his patience. Getting to the root cause of an issue such as

this normally does not take this long. We

thank him for giving us the opportunity to make things right. Our customer has my direct phone number for

any issues that might arise in the future.

Thank you.

Sincerely,

Executive Resolutions

Office of the General Manager

Cox Communications/[redacted]

Review: Worst company I have ever dealt with. Technician broke into my backyard to disconnect my service without authorization. Never notified me of his presence. Laughed in my face and threatened me when I told him to get off my property. Then on top of all this was hung up on by multiple different representatives on the phone as well as being laughed at because of the lack of cox employees ability to do their job. My service was scheduled to be disconnected on july 23 and july 12 I have cox technicians breaking into my backyard unauthorized to disconnect my service. And then told by representatives that managers will contact me. And I have to hear anything from anyone at cox communicationsDesired Settlement: I want to be removed from any legal or financial obligation of early termination when my service is disconnected on July 23rs and I want a check refund of any deposits made to begin service

Business

Response:

We were sorry to hear of the difficulty that our customer recently experienced with our company. Our records confirm that three days after filing this complaint with the Revdex.com, the customer spoke to one of Customer Resolution Specialists regarding the concerns that the subscriber brought to the attention of the Revdex.com. We were advised that the subscriber and our employee had a productive conversation and the issues have been properly addressed. We will follow up directly with the customer regarding his disconnection date and early termination fee. We appreciate the opportunity to assist our customer, thank you. [redacted]/Office of the General Manager/Cox Communications Executive Offices/ Arizona

Review: On 8/23 I spoke with "[redacted]" at Cox Communications, making arrangement to end my Cox internet service on 8/31 as I was moving from service address: [redacted]. She assured me that I would receive a pro-rated refund through the method I use for payments, which is my [redacted] checking account through my debit card number.

On 9/15/14 - when I became aware from my bank records that my 8/28 payment had been processed TWICE, a fact that Cox did not notify me about via email or telephone messages - I spent hours on the phone with Cox to get this corrected!!!

The series of "customer service representatives" I spoke with on 9/15 began with "[redacted]" who rudely denied that my 8/28 payment was processed twice, I asked to speak with her supervisor and SHE DISCONNECTS my call! I call back and speak with "[redacted]" who did tell me there was a "glitch" in the system and some customers had payments get processed twice. He transfers me to Finance Dept. where, when someone finally comes on the line, I have to explain the whole problem for the third time to "[redacted]" who stated that a STOP-PAYMENT had to be made on the $32.99 refund check that was sent to my old address (even though I had stopped service at that address on 8/31 and was told that the pro-rated overpayment of $3.30 would be refunded to the debit card I sed to make the payment) and that a NEW CHECK for $32.99+$3.30=$36.29 had to be issued, that she would order the new check which would take 30 days to receive at my new address: [redacted].

On 10/15 when I DID NOT RECEIVE THE REFUND CHECK for $36.29 I called Cox, "[redacted]" transferred me to Billing Dept. where "[redacted]" Badge #[redacted] informed me that a new check WAS NEVER ORDERED BY "[redacted]" on 9/15, I asked to speak with her supervisor. After a long, long, long time waiting I finally spoke with "[redacted]" Badge #[redacted] who PROMISED ME THAT SHE WILL PERSONALLY CALL ME on 10/16 to advise me of the results of her contacting the "Customer Advocate Group" about expediting the issuance of a refund check. I NEVER RECEIVED A CALL FROM "[redacted]" - which demonstrates her word means NOTHING, just as the word of "[redacted]" meant NOTHING as well!

It's now been 52 days since Cox charged me the $32.99 TWICE on 8/28, and I HAVE NOT gotten anyone at Cox to act competently and professionally to repay me the $36.29 PLUS INTEREST owed to me!Desired Settlement: I want an expedited check sent to my current address (which Cox is well aware of): [redacted] for $36.29 PLUS INTEREST for their incompetence and very poor customer service!!!

Business

Response:

We were sorry to hear of the confusion that the customer recently experienced with her billing. It is never our intention to cause problems for any of our customers, so we sincerely appreciate the opportunity to address the concerns that t the customer brought to your attention.

The customer states in her message to the Revdex.com that she requests her refund be processed and mailed to her at her new address. We have received confirmation from our Accounting Team that her refund is being processed and will be mailed to her at her new address on October 21, 2014.

We apologize again for the confusion that the customer has experienced with our company. We hope this information has been helpful to the Revdex.com, as well as the customer. Thank you.

[redacted]/Cox Communications Executive Offices/ Arizona

Consumer

Response:

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

Your response to my complaint was on 10/20/14. It is now 10/26/14 - it has been 61 days and I have YET to receive the refund of $36.29 PLUS INTEREST! Your continued inaction is unacceptable.

Regards,

Business

Response:

We were distressed to hear that the customer still had received her refund. We contacted the customer directly and advised her that because the first refund check that was sent to the customer wasn’t located by a trace, we determined that it was lost in the mail and a new refund check was processed. This check was mailed on November 3, 2014, and sent to the customer’s mailing address on file. The client should receive her check in the next few days, if she has not already.

The customer expressed that also wanted interest on the refund amount, and we advised her that we have duly noted her request for the additional credit and passed it to our Accounting Team.

We sincerely regret the delay that customer experienced in receiving her refund check. As a service oriented company, we never intend for any of our clients to be inconvenienced in any way. We hope this information has been helpful to the Revdex.com. Thank you.

[redacted]/ Cox Communications Executive Offices

Review: In the summer of 2014, my internet began dropping as soon as the sun rose. The internet would be out all day until sunset and would run flawlessly throughout the night. After three service visits, there was no resolution and each repairman would pick a convenient excuse to blame the issue on (issues in the area, just need a reset, need to purchase new router). As the temperature cooled down, the internet came back and was perfect until May. Cox sent a 3rd party contractor (Phoenix Communications) last week to check the connection and the employee stated that it was the worst connection he has ever witnessed in 20 years. He blamed the issue on the cables at the street level and mentioned it was 100% not our modem, router, or the cables close to the house. He assured us Cox would repair the cables within 48 hours and no attempt as been made to date. Cox customer service personnel consistently lie and say "It will be fixed tomorrow", yet there has been no resolution. This issue must be fixed ASAP or I will have no choice but to cancel my service and bring this to the attention of the corporate escalation team.Desired Settlement: Cables must be replaced at the street level immediately

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 and Internet service. Our records indicate the service repairs were resolved the same day we received the complaint on June 19th, 2015. We have attempted to contact our customer directly at the e-mail address and telephone number provided. We have left our contact information for the customer to call back if they would still like to speak to us regarding their experience. Thank you for your time and consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I was not notified that my internet service was going up in price!

Since 12/13 my internet service was $39.99 till 08/14 then it went up to $47.99 till 02/15 when it went up again to $52.99 which between those years I was never notified by cox cable that my bill would be increasing about every 8 months for basic internet service's.Desired Settlement: I believe since my bill went up about every 8 months I'm entitled to a refund of about $312.00 or more if my calculations are correct, seeing I was never notified about the increase's!

Business

Response:

June 4, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer was unhappy with the rates that he is paying for service. Due to the concerns that the customer brought to your attention, we attempted to reach the customer directly by phone. While we were not able to speak with him, we did leave several detailed messages and advised of our solutions to his concerns. We invited the customer to call us directly if he had questions regarding his account. Also, the customer is always welcome to call our Customer Service Department for assistance at [redacted]. Thank you for the opportunity to assist our customer. [redacted]/Office of the General Manager/ Cox Communications Executive Offices/ 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: This is my third attempt at contacting the company before filing a complaint:

I signed up for service with Cox and was told they had a bundle special and that the total was $99/mo before taxes including basic CATV & Internet & Phone (which I don't need or want, but is part of the bundle) and I agreed to rent modem & free install.

The first install, the service person did not install the right equipment and had to have another technician install it.

I received a bill for $300+, called customer service, they credited the installation fees since the tech is the one who made the error.

I then was charged for record 6 DVR service which I did not sign up for. They asked me if I wanted to change it to 2 and I said yes.

I look at my bill and see that I am still being charged for the record 6 DVR service & am being charged for [redacted] service.

I have asked over the phone for my charges to be explained to me as I never agreed to pay over $150/mo for basic cable, record 2 DVR & Internet service & have not been able to get a detailed answer as to why I keep getting these charges.

I then contacted support via e-mail in hopes of getting assistance that way and was referred to contact support via phone, which I am tired of doing as I cannot get a clear answer/resolution.Desired Settlement: My desired resolution would be:

1. Be billed for what I actually signed up for & given in writing detail of what my bill will be

2. Credit for over charges

3. Credit for late payment fees

Business

Response:

We would like to thank our customer for bringing her billing concerns to our attention. The complaint that was filed with the Revdex.com was directed to my attention for research and resolution. We are sorry to hear that our customer felt that she had no other recourse than to contact the Revdex.com to get these concerns resolved. We would like to apologize for any misinformation or challenges that she faced while trying to resolve this issue. It is always our goal to assist our customers to the best of our ability and provide excellent customer service.

Upon receipt of this complaint, our customer’s account was researched thoroughly. We offer our customers a variety of many different pricing opportunities which sometimes can be a bit confusing. We are providing the following details:

6-11-14 - Our customer initiates new service under special bundle pricing of $109.99 excluding equipment and taxes. This special pricing is two tiered – the initial rate of $109.99 will increase to $139.99 during month 7. [redacted] premium service is included in the $109.99 base price and is offset by the bundle discount pricing. Her monthly total including equipment and taxes is $155.34.

Record 6 – I am working with our field and warehouse to see if we have any record 6 tuners available. I will contact our customer and make the necessary arrangements to have the equipment changed out for her once I determine the availability. If we are able to get the 2 tuner, our customer’s rate will reduce to approximately $145.00. In the meantime, I am place a one-time 6 month credit of $60.00 to cover the cost of this higher level equipment.

I am working with our Customer Loyalty Team to see if we can repackage her services and remove phone and [redacted] and still provide her with the rate she is looking for. I will contact our customer once I have the final information.

We want our customer to know that we appreciate her patronage and hope to have a long relationship. We regret the difficulties she experienced and hope that we are able to regain her confidence in our organization. If she has any additional concerns, she can contact our Customer Care Center at [redacted]Call: [redacted] or contact us on our web site at [redacted].

Sincerely,

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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I will accept the response if they also credit me all late fees on my account and actually do provide me with a better rate...I haven't heard from anyone regarding that aspect.

Regards,

Business

Response:

This is in response to the rebuttal that our customer submitted regarding our initial response to her complaint. Again, we thank our customer for giving us an opportunity to correct the issues that have caused her concern.

Per her request, we waived all of the late fees. In addition, we are going to downgrade her 6 tuner DVR to a 2 tuner DVR which will reduce her monthly rate.

All of the specific details have been forwarded direct to our customer.

We hope that this final solution will allow our customer an opportunity to view us as her trusted provider of video, Internet and phone services. If she has any additional concerns, she can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted].

Sincerely,

Executive Resolutions/Office of the General Manager

Cox Communications/Arizona

Review: The [redacted] has a Solicitation and Handbill Ordinance that states

that fliers, handbills, and advertisements cannot be left at a

residence that has a sign saying "No Advertisements". My residence has

such a sign at the front door. The reason I do not want advertisements

left on my property is that I am away from my home for weeks and

months at a time. Advertisements pile up and it is obvious that no one

is at home, which makes my house more likely to be broken into.

On June 24, 2014 a Cox ad was left at my door. I mailed it back to Cox

with a letter asking them to stop leaving ads on my property. I stated

in my letter that if they continued to leave ads on my property that I would

file a complaint with the Revdex.com.

Today, September 09, 2014 a Cox ad was left on my front security door.Desired Settlement: 1) Remove the Cox ad that is on my front door right now.

2) Do not leave any Cox ads on my property in the future.

3) If Cox used a third-party to put the ads on my front door, please provide me with the name and phone number of this third party.

Business

Response:

Revdex.com Case #[redacted]

Review: My telephone services stopped sometime in late January or early February of 2014. Also sometime in this time frame my security system also stopped working. I wasn’t worried about the telephone, since I was receiving so many solicitation calls that I didn’t care if it worked or not. However, it finally dawned on me that I am paying for the service, therefore it should work. I called Cox in late April and a technician came on May 1, 2014. He stated that the phone, which has always worked on my kitchen bar, plugged into a surge strip, should not be there and should be plugged into the modem to perform. He was unable to tell me why it had always been perfectly serviceable in the first location and no longer was. He did not offer me compensation for the inactive service months and I had to pay a $50 service call bill.

On July 7, 2014, I had a technician from [redacted] come to fix the security system which was still not working. This technician traced a connection from the modem to the security system and fixed both my system and my telephone. In other words, the telephone was returned to its original resting place and works just fine. I did not receive my bill from [redacted] until sometime in August, 2014. I was both out of town in early August and ill afterwards. I telephoned Cox on August 22, 2014, call beginning at 2:20 P.M. and explained the situation to “[redacted]”, and indicating that I thought that Cox should pay the security company bill. He was unwilling to do that, stating that Cox has no provision for doing that since the problem was in the phone lines and not their responsibility. However, he was willing to give $48.00 of credit toward my telephone bill for the months that the phone was inactive. I then asked to speak to his supervisor and he put me on hold. After waiting a considerable time, the phone went dead and I didn’t know whether or not he had hung up on me.

I then called back at ###-###-#### and was connected to “[redacted]” and asked for a supervisor. I spoke to “[redacted]” and related the entire situation. She stated that she would give me a credit of $105.00, the amount of my [redacted] service call bill, toward my telephone bill. I then mentioned the amount of months that the telephone was inactive and I had paid for the service and that I believed I should be compensated for that as well. I forgot to mention the service call fee. She was unwilling to do this, stating that she could not be sure of what had transpired and why I had not called before. I told her that I am not a technician and did not know that their technician had done a poor job until the technician from [redacted] had done his work. She restated her position to be that they could not know that the job was not satisfactory unless I notified them of that. I was waiting for my bill from [redacted] and I had telephoned them twice so that I could then call Cox with my situation. There did not seem to be any point in contacting Cox until I had the total of the bill from the security service. It is ridiculous that she is basically charging me for not having technical knowledge to know that their technician was inadequate.

I am deeply dissatisfied with the facts that Cox Communications sent me an inadequate technician and then refused to back up their equipment and services. Also, I am dissatisfied with the very contradictory statements and arrangements agreed to by “[redacted]” and “[redacted]”. One wouldn’t do what the other would do, both of them citing company policy or inadequate actions on my part. It seems clear that the company is just trying to evade responsibility for their lack of services. I accepted [redacted]’s offer of the $105 toward my phone bill, but informed her that I would cancel Cox when that was used up. I don’t know if others have had similar problems with Cox or not. I have had this service since January of 2013 and it looks to be very short lived. I don’t regard this company as ethical. I think they should either refund the $50 service fee or give me two months of credit for the inactive months of service, in addition to the $105 credit for the bill. My position is that if someone is selling a service, then they need to honor their agreements and responsibilities. [redacted] August 22, 2014Desired Settlement: I think they should either refund the $50 service fee or give me two months of credit for the inactive months of service, in addition to the $105 credit for the bill. My position is that if someone is selling a service, then they need to honor their agreements and responsibilities and back up their product..

Business

Response:

August 27, 2014 [redacted] Complaint - Case #[redacted] - [redacted] We would like to thank the customer for taking the time to file her concerns regarding her phone and alarm services. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations. The customer called on April 30, 2014 to report that she had no dial tone. The technical support agent had her plug the phone directly into the modem and when she did, dial tone was restored. The customer however still wanted a technician to come to her home. On May 1 the technician determined that the customer’ phone was not plugged into the modem and since this problem was not caused by the company’s signal delivery the customer was charged for the service call. The customer called on August 22 to report that she had a technician from [redacted] out and he fixed the phone and alarm issue and requested that the company credit her account for the time the phone didn’t work (12-months) and for the [redacted] bill. The customer was informed that the only report of a problem with the phone service was on April 30 and our records indicate that the issue was fixed. Since there is no prior reports of having any phone issues the company ws not able to issue any past credits. However, the $105.00 the customer was charged by [redacted] Service was credited to her account. 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] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Consumer

Response:

[redacted]:

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: First, they lied about the promotion they offered me as a new internet customer which they promised to be for 12 months for a fee of $34.99 for "preferred" internet service, BUT they only offered for 3 months and began to charge me $62.99!!!!When I called them to complain about their lies, it took me more than 3 hours to get a person to help me. This person promised me a new rate of $31.50 a month until August of 2014. Well, less than a month later I got the same absurd rate of $62.99 when they had promised to give me credit for 2 previous months, but nothing was ever refunded to me!! They continued to overcharged me $62.99 after I had spent over 4 hours getting this matter resolved, but it was nothing more than a waste of my very valuable time and unnecessary frustration. As far as customer service and false pricing goes, my experience with cox communications has surpassed the worst company that I ever had the displeasure to deal with. Stay away from this GREEDY, UNSCRUPULOUS, EVIL AND FRAUDULENT THIEVES!!!!Desired Settlement: My time is too valuable for what they might refund. At least $300 (and it's still not enough).

Business

Response:

March 19, 2014

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

We would like to thank the customer for taking the time to file her concerns regarding the monthly rate for her internet service. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

When the customer first contacted the company she set up service at the wrong address. At that address she was to receive a promotional campaign that would discount her internet service for 12-months at $34.99.

When the order was taken for her correct address the sales agent she spoke to was not the one she initially spoke to while setting up service at the wrong address. The promotional campaign that was used discounted the internet service to the same rate but for only 3-months. It needs to be noted that it’s possible that the customer did not inform the sales agent of the previous promotion that was offered and assumed she would receive the same one.

The customer was billed for 3-months at the regular monthly rate. I have issued a credit for the difference between the regular rate and the promotional rate less credits already issued.

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

Office of the General Manager

Consumer

Response:

Dear

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

I have attached four documents to show that cox has failed to take accountability for the substandard customer service and the incompetence of the company's customer representatives. I made no less than FOUR attempts to resolve this issue with cox spending over FOUR hours being on hold (more than 1 1/2 hours on no less than 3 instances) and speaking with multiple customer service reps whom seemed to be clueless about my previous calls.

I would like to bring your attention to cox's customer Resolutions Specialist response: “When the order was taken for her correct address the sales agent she spoke to was

not the one she initially spoke to while setting up service at the wrong address. The promotional campaign that was used discounted the internet service to the same rate but for only 3-months. It needs to be noted that it’s possible that the customer did not inform the sales agent of the previous promotion that was offered and assumed she would receive the same one.”

?It is clear that cox's best approach is to blame the customer. I originally placed the order ONLINE and mistyped ONLY ONE DIGIT in [redacted] instead of [redacted] The rest of the address was the same. Poor approach to a resolutions specialist.

"The customer was billed for 3-months at the regular monthly rate." ?The attached documents show that indeed they overcharged me 3 times even when I had contacted them to resolve the issue, but they failed to resolve it, so I decided to cancel immediately on 3-4-14.

Next, I would like you to refer to documents "3-4-14 cox balance" and compare it to "3-22-14 statement" so that you can see that no credits have been issued recently, and I have yet to see any refunds, which I totally dispute the following statement : “I have issued a credit for the difference between the regular rate and the promotional rate less credits already issued.”

I am APPALLED & DEEPLY DISTURBED that giant corporations like cox believe that it is OK to profit from FRAUDULENTLY OVERCHARGING customer by being deceitful and believing that they can get away with it by applying a LESS THAN PARTIAL "CREDIT" and issuing an "apology." IT'S A TOTAL OUTRAGE!

Regards,

Business

Response:

April 8, 2014

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

We would like to thank the customer for taking the time to file her concerns regarding the credit issued to her account. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

It is not my intent to blame the customer but rather address the facts as they are documented on the account. I issued the credit, a total of $42.88, on March 19, 2014. The customer is billed from the 7th of the month through the 6th of the following month. The customer will see this credit on her next month’s bill.

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

Office of the General Manager

Review: Cox member told me that my bill would stay 34.99 and then in Dec it goes up to 66.99 then 74.99 the next month. So I call Cox and tell them that there is a mistake on my billing issue. Then I get told there is nothing they can do until I pay the balance that is incorrect. And won't let me cancelDesired Settlement: Stay if my bill stays at 34.99 and if not cancel

Business

Response:

March 3, 2016 Revdex.com complaint [redacted] We were sorry to hear that the customer is not happy with the rates that they are paying for service. Due to the concerns that were brought to the attention of your office, we completed a thorough review on the account. Our records confirm that the customers were on a temporary marketing promotion which gave them Internet service for one year, for $34.99 per month. This campaign was in effect from December 17, 2014 through December 16, 2015. While the customer would like to receive discounted rates without end, the temporary promotion only lasted one year. Review of the billing indicates that the charges on the statement are correct. Should the accountholder or the authorized user wish to make changes to their account, they may call our Customer Service Team locally at [redacted] for assistance. The clients are not locked into an agreement with our company, and may make changes or disconnect their service at any time. We hope this information has been helpful to your office. Thank you for the opportunity to address the concerns that the subscriber brought to your attention. Catherine/Cox Communications Executive Offices/ Arizona