Cox Communications, Inc.

Review: I am unable to contact Cox by phone to cancel service. After being on hold for 10, 18 and 11 minutes respectively their system has disconnected me without ever reaching a live person. According to their policies, there is no other way to cancel service. ("For customers who want to disconnect their service online, this option is currently unavailable. Contact us for assistance. " see [redacted]://[redacted].[redacted].[redacted].[redacted])Desired Settlement: All I want is to have Cox cancel internet service for my account.

Business

Response:

June 3, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty that the customer experienced when he attempted to reach our Customer Service Department. Due to the request that he brought to the attention of your office, we contacted the customer directly to assist him. We spoke with the subscriber and addressed his request today. Thank you for the opportunity to assist the customer. [redacted]/Cox Communications Executive Offices/ [redacted]

Review: Provider sevice issue!!!! Ever since I got their service.... it's been a constant pain in the [redacted] I pay $60 something a month for internet and it goes out 5 to 10 times per month... and they tell me that they are doing maintenance. What is bad is that they don't give notification about outages or when they will be doing mainenance. On top of that, I'm student and doing online study late at night and suddenly my internet goes out. I have been dealing with this for the last month and sick tried of it.... Paying $60 a month for this sy service... I had better provider than this. You guys need to look into this.... there is something wrong with thisDesired Settlement: figure a solution to why there are soo many outage in a day

Business

Response:

Revdex.com Case # [redacted] We regret to hear of any inconvenience that our customer has experienced with our company. As a customer oriented business we certainly understand that the end of a promotional discount can be a frustrating experience for any customer. While we recognize that the rate our customer previously had was very favorable, we must be transparent in stating that we cannot extend a promotional rate once it has expired. While we are willing to discuss what options may be available to our customer, we cannot provide them with the same rate moving forward now that their discount has ended. Thank you for your time and consideration. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

still have issue and today it went out again twice in one day... So I ask you what kind of service that provide that kind of business? I have not this much trouble with internet in the past since I got this provider and this the worst provider. This much outage in one day and weeks

Business

Response:

Revdex.com Case # [redacted] We have attempted to contact our customer directly at the e-mail address and telephone number provided on 4/20/16 and 4/22/16. Once we are able to speak with the customer, we can address their concerns and provide a resolution. Thank you for your time and consideration. Jesse W. Executive Resolutions Office of the General Manager Cox Communications, Southwest Region

Review: We are a small business in [redacted] and always used Cox Internet Services as it WAS always the fastest... Or so we thought! Come to find out, that when we switched locations (2 miles away) and signed up for additional cable services, they sent E-sign documents to our e-mail, and rep. Mr. [redacted] said, "just reply with I Agree and we can switch your services to your new location." Well the internet was not at all the same speed. When we had originally signed up, we agreed to pay $134 for their 80/10 speed. Which is a good deal, as it was super fast and we never had an issue with it. But never the less it did not seem to be the same speed at all! So, I called in and explained what was happening, only to find out that the rep. Mr. [redacted] had indeed changed the new E-sign documents that unfortunately I hadn't read, trusting that it was not to be changed as I had expressed I did not want to change anything especially with the internet. It was changed to a lower 50/5!!!??? I was displeased but simply asked to have it changed back to the original speed at 80/10. Also, the price never changed or lowered with the speed. They told me that, "you signed the new contract with the lower 50/5 internet speed", and "the contract is the end all be all in this business." We too operate our business by contract, and NEVER do we tell our customers that the contract is the end all be all.... That is pure BULL and all of the money we pay them, this is what we get? $500/mo will get you old crappy 2006 HD receivers... did they even have HD back then? You will get 50/5 internet and pay the same simply because they don't care to correct their contract... When we NEVER said to change anything in the first place... Why would the rep. take it upon himself to change our internet speed, when we clearly said, "PLEASE MAKE SURE OUR INTERNET STAYS THE SAME AS THAT IS ONE OF THE ONLY REASONS WE USE COX." We had [redacted] for years prior to all this mess and headaches. Now we will be cancelling our cox business account as they DO NOT CARE that they screwed our contract up! And it looks like we have to pay yet again an arm and a leg to just cancel. Did I mention that the switch to the new location cost us $1,000+. By far the worst business we have ever dealt with.Desired Settlement: I would like to be refunded for the $1000 I paid to have the services switched to a new location, when it was not switched correctly or even changed to match the original service. Or we would like to simply have our old service back and for the internet and phones, and do away with the cable tv all together without paying to cancel its contract.

Business

Response:

April 25, 2014

Revdex.com Complaint - #[redacted] – [redacted] – Last Call Install

We certainly appreciate it when our customers let us know that we have not met their expectations. It is always our goal at Cox Communications to provide our customers with exemplary customer service. From what has been described in this complaint, it does not appear that we were successful in providing this level of service. We would like to take the time to apologize for the inconvenience that our customer experienced in their attempts to resolve the Internet speed concerns.

Upon receipt of this complaint, the account was researched thoroughly. Attached to this response is a copy of the 2012 contract, a copy of a 2013 billing statement reference page and a copy of the 2013 contract. The speed for the Internet service selected by our customer is clearly stated on all of the documents to be 50/5, not 80/10 as per the customer’s information noted in this complaint. There are only 3 speed levels available to residential business customers – 15/3, 28/4 and 50/5.

Our records further indicate that the customer was charged for the following special services during the transfer of service from one residence to another:

Install /Add O $36.70

TV Receiver Install 47.25

TV Activate Outlet 10.45

Expedite Line Install 162.08

TOTAL $256.48

We are unable to understand the customer’s claim that they were charged $1,000.00+ during the transfer of service.. Copies of the account ledger are also being attached to this response. Our records also provided that a credit in the amount of $129.80 was applied to the account on March 11, 2014 due to the customer’s complaint that the billing had been confusing since the transfer.

Our records indicate that the customer contacted us on 3-30-14 advising of video service issues. As of 4-02-14, the video services were disconnected. Prior to 3-30-14, the only video issues noted on the account were related to the initial account set-up for services requested/promised.

We want our customer to know that we value her and appreciate her business. We know that this apology does not make up for the difficulties that she went through, but we do apologize again for the negative experience that they encountered in attempting to resolve this matter. We hope that the information presented helps clarify any concerns regarding the Internet speeds. If our customer should have any additional concerns regarding their billing or service, they can contact [redacted] for assistance. Thank you.

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Review: I have made several attempts to rectify this situation with Cox communications and to this date they have not done the right thing and corrected their mistake regarding my account with their companyI moved into my new home on January 7, 2016, at the time I contacted Cox communications to be the provider for my Internet and my television services. The package that I ordered at the time was for 100 MB of Internet data along with TV cable and a home phone. The first two days that I had the service I couldn't receive a signal for the Internet, and the television kept going in and out with the black signals. Therefore I was unable to use the Internet at its full capacity of 100 MB and I was unable to watch television continuously. I contacted Cox about five times between the dates of January 7, 2016 and January 27, 2016 in regards to my Internet service not working properly. I had ordered the 100 MB Internet package and it would never get to its full capacity speed, I was only receiving approximately 10 MB of data from the moment that I got the Internet services. Although they did get the cable television services to work properly after the second day, I would still call over the phone and they will troubleshoot things with me to try to get the Internet working properly. It still wouldn't work. I would then have to call back and have a technician come out to try to have the Internet services to get up to 100 MB. The only service that ever worked properly was the telephone. The last time I called Cox communications for my Internet not working up to 100 MB was the date of January 27, 2016 at that time the technician that came told me that Cox doesn't even offer the services of 100 MB in my area and he wasn't sure they even sold me the data plan because I would never be able to get that speed in this area.Therefore, the date of January 27, 2016 I called Cox to have my services disconnected because I would never be able to get the 100 MB speed that I ordered.Desired Settlement: I did not want to end my services with Cox communications but I had no other choice because the price they were charging me did not match up with the 100 MB I need to operate my small business from home. I advised the cox representative to have my serviced terminated. The representative that I spoke with credited my account with $68.00 for Internet fees, and told me that I would not access an early termination fee due to the service not being offered in my area and because I only had my services for less than a month.

I was under the impression that the situation had been resolved, until I received a very disturbing phone call from collections agency stating that I had a debt with Cox communications. I called Cox communications to check the status of the disconnection that was placed on my account and was told that there had not been a disconnection. I placed a ticket # 000002929948 with a representative to dispute the charge. Please correct the balance

Business

Response:

April 15, 2016—Revdex.com complaint # [redacted] We were sorry to hear that a customer experienced difficulty with our company. Due to the service concerns and the large credit request that he brought to your attention, a thorough review has been completed on the account. The result of that investigation does not support waiver of the $429.23 bill. Our records confirm that the reported service issues in January of this year were accommodated for as we applied a service credit to the client’s account. Notations from our technicians who visited the home indicate that we verified hard lined speeds and educated the customer on wireless speeds. Our Field Manager for Laveen advised us that the customer was receiving the same level of service that we provide in Phoenix, Mesa, and surrounding cities in the Valley. While the customer states that the service we provided was not satisfactory for his business, our residential Internet service is a “best effort recreational product, not intended for business use.” The customer’s first billing statement confirmed that the he entered into an agreement with us to commit to service with us for 24 months, and the details of the agreement were listed on the billing statement. We also have no payments on record for the account. We hope this information has been helpful in providing closure to this complaint. Thank you. Catherine/Cox Communications Executive Offices/ Arizona

Consumer

Response:

The package that I ordered at the time was for 100 MB of Internet data along with TV cable and a home phone. The first two days that I had the service I couldn't receive a signal for the Internet, I contacted Cox about five times between the dates of January 7, 2016 and January 27, 2016 in regards to my Internet service not working properly. I had ordered the 100 MB Internet package and it would never get to its full capacity speed, I was only receiving approximately 10 MB of data from the moment that I got the Internet services. Although they did get the cable television services to work properly after the second day, I would still call over the phone and they will troubleshoot things with me to try to get the Internet working properly. It still wouldn't work. I would then have to call back and have a technician come out to try to have the Internet services to get up to 100 MB. The only service that ever worked properly was the telephone. The last time I called Cox communications for my Internet not working up to 100 MB was the date of January 27, 2016 at that time the technician that came told me that Cox doesn't even offer the services of 100 MB in my area and he wasn't sure they even sold me the data plan because I would never be able to get that speed in this area. Therefore, the date of January 27, 2016, I called Cox to have my services disconnected because I would never be able to get the 100 MB speed that I ordered""I advised the cox representative to have my serviced terminated. The representative that I spoke with credited my account with $68.00 for Internet fees which left me with a balance of $79!, and told me that I would not access an early termination fee due to the service not being offered in my area and because I only had my services for less than a month"My question to you is why adverting 100MB cox speed internet knowing that cox did not even had the equipment to accommodate customer??

Business

Response:

April 18, 2016—Revdex.com rebuttal-N[redacted] We were sorry to hear that the customer was unhappy with our response to your company. Because our investigation results have not changed, we have no support for credit to the account. As we stated in our first response: As our AUP (Accepted Use Policy) states, residential Internet service is a “best effort recreational product, not intended for business use.”Our field technician educated customer on hard lined vs. wireless speeds; and he confirmed that the customer was receiving the advertised and acceptable level of service from our company. We would again like to point out that the customer has not made any payments for service to our company during the time his account was active; which was from January 5, through February 18, 2016. The customer’s first billing statement detailed the guidelines of the agreement and the recommendations on that bill confirmed he had 30 days to change his mind on the pact for service. Due to this fact, the ETF (Early Termination Fee) is valid. Service credits cannot be justified as we were not able to very that we provided the customer with substandard service. We hope this additional information has been helpful towards closure of this Revdex.com complaint. Catherine/Office of the General Manager/Cox Communications Arizona

Review: I was charged a $25.00 fee on my February 2015 bill because COX could not charge my credit card. I called them within a day of this charge and spoke to a representitive. I advised him my credit card number had changed back in October of the previous year, and that this could not be the issue for the inability to charge my account, because this was five months ago, and they had no issues charging my account until February. I also advised him that my credit-card company sends out notifications to all my monthly auto-pay accounts, when this happens, so that they can update their records. ALL my other auto-pay accounts, with other vendors, have had no issues since October of last year.

The representative agreed to remove the fee from my account that day (Feb 21st, 2015), but told me it would take a month for it to reflect on my account. He told me to short-pay the bill by $25, in the meantime, until the fee was removed.

I did this, but when I received my March 2015 bill, the fee was now including in the March bill, and viola, auto-pay was suddenly working again! So now, COX had charged their $25 fee, after agreeing to remove it in February, when apparently, their auto-pay did not work...

I called COX again on March 27th, and spoke to a representative, went over the events a second time and was told there was nothing they could do. I asked to speak with a supervisor, and was told they would have to call me back. They did call me back, the following night, but I had missed the call. So, on March 29th, I called them again, and asked for a supervisor, but told them I would hold for the next one available. After 10minutes of holding, I spoke with a supervisor. She looked into my issue and told me again, there was nothing she could do regarding this fee...even after she admitted that the notes showed her first representative, who I spoke to on February 21st, had agreed to remove the $25 fee! I told her I would dispute the charge with my credit-card company and that I would like to cancel my service. She then proceeded to inform me that she would not cancel my service because it was a Sunday and they were closed, even though I was talking to her on the phone at that very moment!!Desired Settlement: Refund the $25 fee that I was told would never be charged in the first place, and apologize for the amount of inconvenience this has caused me.

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 the poor customer service he received trying to address a returned payment charge. We sincerely regret the inconvenience that he experienced with our company.Upon receipt of this complaint, we performed a complete review of our customer’s account. We found he had a credit card on file but since the card number changed the payment declined. Our records reflected this as a returned payment in error and charged him for a returned payment. We contacted our customer to apologize for the poor experience surrounding this and have adjusted the charge.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[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 find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: They keep saying that they have the fastest WIFI I had had the time the 50 mg service With a my router and there modem getting speeds of 50+ then when I upgraded to there all in one modem

was getting speeds of 35-50 if I was lucky and this was at the 100mg service had 2 techs come ouand put back the modem that I had with my router got 65 mg ( this was after they left and not taking it down to the computer store and get it fixed t and test the system and they stated it was my computer after they tried 4 all in one modems

and could not get speeds anywhere close to what they promised . So th4ey put it back the regular modem and I used my router got speeds of 65 then they started dropping and then they blamed it on the router - went down to [redacted] and bought a [redacted] Nighthawk 1gig and Dual core processor and then [redacted] still stated that it was my equipment when I dropped it down to the 50 mg service been pulling speeds of 55 + all day long the router is brand new and the computer is a laptop just for the record I own 2 laptops and on [redacted] tablet so it cant be all three on speed

they keep recominding that I plug in to the modem and use it that way keep telling them I cant and wont be cause your company advertise FAST WIFI - NOT PLUG IN TO OUR MODEM AND GET FAST INTERNETDesired Settlement: THE LINES IN THE BLG OR DONT ADVERTISE FASTEST WIFI

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.We were able to speak with our customer on 2/10/15 and we have involved our Field Services Department to ensure the issues at hand are addressed on the repair appointment currently scheduled for 2/15/15. We are confident we will be able to reach a resolution with our customer once our technician has been dispatched to the home. Once the appointment has been completed, we will be making contact with our customer again to ensure all of the issues pertaining to the Internet services were addressed during this visit. 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 Escalations[redacted] Communications

Review: My account is in "cash pay only" status since sometime over the summer of 2013, and the company refuses to correct the issue.

I have had a Cox account for the last 6 years. I have never had it remain shut off due to nonpayment. A number of months ago, the credit card I use for all of my autopays was bought by [redacted]. At some point, Cox experienced issues with the autopay, I didn't notice, and after 3 months of nonpayment they disconnected my services. When I lost internet, I called Cox. When I realized what had happened (some kind of issue with my autopay or the credit card), I paid in full, fees and all. It was my responsibility to m[redacted] sure Cox got paid, and I acknowledge that.

The problem is, as a result of the above mist[redacted], Cox put my account into some kind of "delinquent" status and now I can only pay with cash in person.

I have asked repeatedly for this to be removed. Between my work and my son with anxiety issues (it can sometimes actually be unsafe to t[redacted] him with me out of the house) it is difficult for me to go in person to pay. I see no reason why this one mist[redacted] has snowballed into such a large issue. I tried talking to Cox on the phone, and when I was told they "couldn't" put it back to let me pay my credit card, I asked for a supervisor--and was told none could speak to me. When I emailed about the issue, I received a politely worded but condescending email that told me it would allow me to pay with credit card automatically after I paid in cash. I've done that...for months now...and I STILL cannot pay with a credit card. The last time I went and paid in person, I was told the rep in the store couldn't fix it, but that he would email his manager and it would be remedied.

Meanwhile, I continue to receive emails from Cox suggesting that I sign up for autopay. I would love to...if their system would let me!

I HAVE to have Cox. I require a certain level of internet connectivity for my job, or I would have found another provider. (I am still looking for alternative services.)Desired Settlement: I expect my account to be corrected, and an apology from the company.

Business

Response:

Revdex.com Complaint – No. [redacted] – [redacted]

Review: Every other day our two TVs go out. I then spend an hour on the phone with a technician who cannot get it working. I have called 5 times in the last 2 weeks and both TVs fail repeatedly. Then a technician appt was not kept either. I want these cable boxes fixed permanently and reimbursements for our days without a TV. I want compensation for my time.

I am a professional with a high hourly wage. Cox has wasted hours of my time.Desired Settlement: Repair of both cable boxes and reimbursement for days without TV and for my time.

Business

Response:

June 11, 2014

Review: I have been a customer of Cox Communications for 6 months. In that time, we have had to call regularly to troubleshoot technical issues that never get resolved. I believe I was deceived in product offerings, when contacted via sales and their product is sub par, at best.

First, I was told the on-demand was so robust I would not need DVR service, (an extra 15-20 a month), after not being able to watch any thing on-demand, without commercials, I had to order the dvr boxes, negating the money savings I was looking for by leaving my old provider. (they just lied about the on-demand service and the channels provided)

Second, the channels I said were important were not on my tier, so I had to call and order them. Paying more again.

The first two months of service, we had to have people come out to troubleshoot the delay and speed of service in the room with "whole home" dvr.

The third month, we purchased PPV and it did not show up and we could not watch the event, on the "whole home" dvr.

The fourth month, we purchased another PPV event, that did not show up AGAIN on the "whole home" dvr.

The whole home DVR is useless, causing network issues constantly and requiring that I reset the boxes once a week. The whole home dvr does not have ANY DVR functionally, which was also told it did.

My automatic pay has been set up twice, and continues to not bill automatically.

Cox represents it self in a very dishonest way. They are not less expensive, because you have to pay ALOT for basic services by other providers.

Cox whole home technology is very unstable,making my second TV useless (and I pay extra for it)

Every time I NEED the tv to work, it does not.

Cox cable does not work. At all.Desired Settlement: I would like to leave my contract, discontinue television services and not have to pay any cancellation fees.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their services and account. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations. Regarding the customer’s concerns with their services and account, we did attempt to reach them at the telephone number they provided to us ([redacted] to address these issues but we were unsuccessful. We have left voicemail messages and submitted an e-mail to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. 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. George Executive Resolutions Cox Communications

Review: In early June I contacted Cox Communications sales department to see about upgrade to get advanced tv and ultimate internet. I spoke with a woman in sales who told me about a promotion that involved advanced tv with two premium channels, ultimate internet and premium phone for $139.99 plus sales tax. I thought this deal was too good to be true, I asked her several times are you sure this is for me, this promotion price is what I will be paying for the services, she confirmed yes. When receiving the my new services I was so happy because I was getting such a great rate. When I came back from a short vacation in July, I was billed $506.77, I was shocked. I called Cox Communications department and asked what these outrageous charges were. I spoke with a gentlemen who apologized for the error and billing and guaranteed that this issue would be resolved, saying they would credit the account for what I overpaid and even gave me a $100 credit to my account. I appreciate his service and gave him a good review with his supervisor. August and September bills came along and I looked when I checked it I was paying $289.61 for each month,, still not the price I was sold. I called back pretty frustrated at this point because I was being overcharged hundreds of dollars. I spoke with a Vanessa in Customer service on 9/3/15 who again apologized for the mess up and that she would submit a correct form for my promotion so that my bill would be corrected and I would be credited what I overpaid. She said she'd call me on 9/15/15 to follow up with me to let me know the status, she never called. My bill was due on 9/24/15 and the issue still wasn't resolved, so I called in on 9/21/15 and spoke with Penny at Cox Customer Service, she stated that the form was denied and that I was responsible to pay the full amount because the promotion I was sold was only for new customers. I was in shock, I called in to the Sales team at Cox to get this, how could they tell me the promotion was for me when it wasn't? And even if it was for new customers but I was sold the promotion why was Cox not just giving me this deal and say their bad for the mess up. At this point I had an escalation form (confirmation code KSR000001733044) get sent in, which was also denied because the promotion was only for new customers, again I was sold this promotion by their sales team, I would never agree to paying this much for the services I have. I am a 25 year old middle class guy, I'm trying to support both myself and my wife and I can't afford to have this money taken from me. I recently called back on 10/9/15 and spoke with Angel, who was very understanding but basically told me that there is nothing he or his supervisor could do, I was responsible to pay this amount and I was in a two year contract. The two year contract I agreed to was for the $139.99 plus tax, not the high amount I was paying. Angel did submit a request to finance to get a credit of $448.68 to be applied to my account but I would still be at the $289.61 for the remainder of the two years, which I cannot do. He told me it would be a $240 flat fee to cancel, which in all honestly is what I will be forced to do if this issue doesn't get resolved. I don't know what to do now, this is why I have turned to the Revdex.com, Cox is not willing to listen or go back and hear the original call in which I was sold this promotion. Please help me get this issue resolved with Cox, thank you.Desired Settlement: I would prefer the bill to be adjusted to the price of the promotion I was sold on, $139.99 plus sales tax and be credited the amount that I have overpaid over these last few months. I would also appreciate it if, because all the stress I've gone through with this process, be given this rate for the remaining of the two year contract. At the end of the contract I will decide if Cox is a business I want to stay with.

If the adjustment and credit isn't an option, I would like to be refunded the amount that I have overpaid the last few months since June 2015 and have the cancellation fee waived as I would like to end my relationship with Cox Communications.

If Cox Communications would just listen to the recorded calls for early June when I spoke to the Sales team, they would hear the sales lady confirm that this is the price I agreed upon. Thank you.

Review: WE used COX for about 1 year, switch to their "digital" phone service, and subsequently it was not compatible with our home security system, therefore we had to switch back to another provider for phone services.

After returning all equipment and adjusting our bill, which took extra steps and investigation by COX, it was deemed we were due a refund, which was supposedly sent out 7/10/15. STILL HAVE NOT SEEN IT after multiple contacting COX directly, promise to send it out, cross reference checks previously sent and then on 8/28/15, was told that a response from the processing center sent a check, and still have not seen it at all.I kept the VM left on my phone from a customer support person from COX indicated back at least a week ago, that a check was mailed. STILL HAVE NOT SEEN IT. We had been with COX for at least a year for other services, got their Bills every month in the mail, comes time to send the check, THEY HAVE A DIFFERENT ADDRESS ON FILE, go figure. I tell you what, if we were this late paying a bill, there would be consequences. HENCE, Revdex.com complaint. COX gets consequences too.Desired Settlement: LET ME PICK UP A REFUND CHECK< obviously you cant seem to get one sent out in the mail.

Review: Cox debited my checking account $709 including a monthly service fee and $640 in equipment charges, while there was an existing $640 credit on my account for equipment returned one month prior. One week prior to the debit, I called Cox to inquire about my bill and the returned equipment and was told the credit was in place and it would be taken care of. I called Cox after the debit occurred and was told it was my mistake and I should have called again to confirm the entire debit amount would not be removed. I spent several hours on the phone with Cox and they informed me I should dispute the fraudulent charges with my bank and Cox would reverse the charges. My bank told me to work it out with Cox to get reimbursed as disputes can take up to 30 days and they would likely refer me to work with Cox. Cox stated I needed to fax them a transmittal report with personal account information on it to the billing department and a statement asking for my $640 credit to be returned. The bank charged me $3 for the report and it takes 24 hours to fax the report since Cox is unable to accept in-person or electronic correspondence. Cox would then investigate for at least 48 hours, and since the charge was so large, they would mail me a paper check for the amount. The process can take up to two weeks to resolve while I am charged overdraft and/or late payment fees. I find it deplorable that Cox treats its customers in such a fashion as to cause undo financial hardship since their billing and credit departments are unable to communicate with each other and their Reps are unable to resolve disputed transactions. I inquired whether I would be able to recoup my late payment and bank fees and neither a Supervisor nor several of the reps I spoke with provided a response.Desired Settlement: Cox should immediately refund my credit electronically since the funds were removed electronically, including bank fees for late payments and the transmittal report. They should add safeguards to ensure billing doesn't occur on accounts with credits to allow the two systems to work together and add warning statements to customers these errors can and do happen and how to resolve them expeditiously.

Business

Response:

Revdex.com No. [redacted] – [redacted]

Review: I requested an Internet connection at my residence in July of 2014. In September of 2014 I requested cable TV added to my already existing account. When Cox connected the cable TV, they billed me again to connect the Internet. The bill also included a charge for a cable TV self connect kit, which I did not receive. I emailed customer service and was told a supervisor would review my account. That never happened. Because of poor customer service and poor quality of cable tv service, I cancelled the cable TV service after two months. I called on December 9, 2014 to disconnect the Internet service. I continue to receive phone calls and emails regarding a past due bill for the duplicate Internet connection charge and cable TV kit charges as well as service for the Internet that I requested be disconnected. I've emailed, phoned and sent two letters in regards to the charges but they have no affect on their customer service.Desired Settlement: I would like the duplicate Internet connection charge on the September 2014 bill be removed from the account as I paid the Internet connection charge on my July bill. I would like the cable TV self connection kit charge be removed from my account since I never received a kit. I would like the Internet connection be disconnected as of December 9, 2014 when I called and requested it cancelled. To the best of my calculations, I have paid all that I owe them since I adjusted the December bill to reflect the partial month.

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.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. 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

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 have never received any written communication regarding contact information. I prefer communications in writing since all phone conversation I have had with Cox have been seriously unsuccessful. The customer service representatives have been terrible . Please refer to all the information I have sent via regular mail in regards to my claim. I sent a large packet with the details of my complaint and documentations about a month ago. I continue to receive past due notices in the mail even though I specifically called to cancel the service as of December 9, 2014. Regards,[redacted]

Business

Response:

We regret any inconvenience our customer may have experienced in her attempts to resolve the issues with her account billing. We understand how frustrating this situation may have been and we want to assure her that reaching a resolution with her is our primary focus. When speaking Mrs. [redacted] on 1/12/14 we were able to discuss the disputed self-installation charges from September that she mentioned in her initial complaint. During our conversation with our customer we did advise her that we would be crediting these installation fees for her. Additionally, we have sent her a return shipping package to send back her modem. Once her equipment is returned and the credit we applied has posted to the account, our customer will no longer have a balance owed to Cox for the account in question. We truly appreciate Mrs. [redacted] advising us of her concerns. We are confident that after our discussion today that the issues at hand have been resolved. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you. [redacted]Executive ResolutionsCox Communications

Review: We called to have internet hooked up Sunday. They scheduled it for Monday. All day monday I called to make sure someone was coming out. I called at 3:00pm and they said the tech should be here any minute. Then I called at 4:30pm and they said the tech should be here at 5:30pm. Then I called back after no one showed around 5:45pm and she said that I need to just keep checking my modem and if it still isn't working in a few hours to call back. So of course, it isn't working and I call back at 7:40pm. This time, the person we talked to said that the work order was closed out but no tech ever came to our house. I am baffled... How is there a work order placed, and then closed out without ever completing the job? We rely on internet for work and school. I work from home and need internet to do that work. We called back and asked to speak to a manager. This time a manager got on the phone, asked us to hold after we had told her ([redacted]) what happened, and when the person picked up the phone, it was a different employee and not even a supervisor. So basically we were just passed off. The girl then booked us for another appointment on Tuesday. Here it is Tuesday and I call in the morning to be sure someone is coming out. The Cox employee told me there was NO WORK ORDER scheduled. Are you serious?!!!? I can't even comprehend something as simple as scheduling a tech to come out and turn on internet becoming this difficult. And here it is 1:50pm and I am still talking to person after person to try to get it resolved. All people keep telling me is that they see a work order (um, yea?) and that they can schedule me again for the next day. Beyond ridiculous. This company has no idea what they are doing and it shows through their lack of communication and customer service.Desired Settlement: This company needs to finish the job in a reasonable time period (as of yesterday) and compensate us some how on our bill for not only the few days we were without internet, but also for all of our time spent dealing with this and the work that I have missed as a result of not having internet.

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 experience during the installation of his service. Upon receipt of this complaint we spoke with customer and arranged a full installation with our Field Service Department. The work was completed on Friday. We followed up with our customer today and were told he was happy with the install and the service is working. We want our customer to know that we are deeply committed to being his most trusted provider of communications services and apologize for the inconvenience that he experienced with regard to this issue. Sincerely,[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 have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The sincerity is lacking in Mr. [redacted] response. He apologizes that WE felt the need to contact the Revdex.com for their help in obtaining the services from Cox that we continue to pay for although were not receiving. We tried several alternate routes of resolving this issue and had absolutely no help from any employee or manager alike. We were treated horribly, hung up on, passed off, and I was unable to complete work projects due to their lack of assistance. The technician did come out on Friday, only 5 days after our SCHEDULED date so that was much appreciated. He was very professional and knowledgable. What would make me content at this point is some sort of compensation of cable/internet for our time and my missing work. I think that is more than fair and a manager should have handled this over the phone after we submitted our complaint then. However, they chose to pass us to their subordinate and hang up on us.

Regards,[redacted]

Review: My internet service was working intermittently. I contacted Cox and they sent out a service repairman. He told me that I needed a new modem not because mine was broken, but because it was old and that there were newer modems on the market. He said that if I rented a modem from Cox, I would not be charged a service fee for the modem, but if I got a modem on my own, that he would have to charge me a fee. He told me that I could take the modem back to Cox if I didn't like it, but that if I didn't take the modem from Cox, I would have to pay a service fee. So I took the Cox modem.

When I got my bill, I was charged a $60 service fee by cox. I disputed the fee, but Cox, WITHOUT EXPLANATION, will not credit this fee because a service person came to my house. At no point did anyone tell me that I would be charged a fee. Nor did I sign anything that stated I would pay a fee. rather, the service technician specifically stated that there would be no fee unless I failed to accept a Cox modem. So now I have a fee and am paying a monthly charge for a modem. I could have just bought a modem instead of paying the service charge. This is fraud and a conspiracy by Cox and its service provider.Desired Settlement: The $60 charge MUST be removed from my bill and I want assurances that this will not happen again.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their recent technician visit and 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.Regarding the customer’s concerns with their account, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Should the customer contact us we will be happy to address their concerns with their account billing. 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: On January 2013 I [redacted] requested information from Cox Security representative about Cox Security. I was told by the Cox representative based on me being a long term customer with Cox (over 20 years) and had other products with them I would be able to get a TWO YEAR contract with a discount. On August 11, 2014 I tried to contract Cox but their automated system put me on hold for long periods of time. I did get a hold of a Cox Representative and they hung up the phone.

Today, Aug. 12 I talked to a Cox representative by the name of [redacted] (Cox employees do not give employee ID or last names). His number is [redacted]. He told me I had a 3 year contract for Cox security. That is the problem, I did not agree to a 3 year contract for Cox security. I was for only TWO YEARS.Desired Settlement: I am requesting Cox correct any documents indicating the mistake they made. The Cox security if for TWO YEARS only NOT 3 years. I also am requesting Cox send me the corrected documents clearly showing the Cox security is for TWO YEARS only, ending January 2015.

Thank you

Business

Response:

This is in response to the complaint that was filed by our customer regarding his home security contract. Our customer stated that he was told the length of the contract would be two years, not three. We sincerely apologize for any miscommunication that may have occurred.

The research on the account has been completed. Our customer’s contract was pulled and is being submitted separately. It clearly shows that the term for his home security service is for three years. We only have 3 year terms or month to month available for our customers. Our customer's contract will be in effect through 1-23-2016.

We want our customer to know that his patronage is important to us and that we appreciate him. We sincerely regret that he encountered this poor customer experience, but unfortunately we are unable to change the contract. Thank you.

Regards,

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.Please have Cox contact the person initially contacted to verify it was an agreement for two years only. They may say they have a document but the document is incorrect and they need to change the document. If they continue to state they cannot change the document I would like to know what it will take to cancel the agreement along with all other Cox services. Thank you.Regards,[redacted]

Business

Response:

This is in response to the rebuttal that our customer filed regarding the term of his home security contract. As previously stated in our initial response, we only offer 3 year contracts for our home security service. We cannot change the term of the contract.

The early termination fee associated with the early termination of this contract will be approximately $150.00. This information is also clearly stated on the contract documentation. As a courtesy to our customer, we will be willing to credit one half of that amount if our customer decides to end the contract early.

Again, we are sorry that this misunderstanding has occurred. We sincerely regret that he encountered this poor customer experience, but unfortunately we are unable to change his contract. Thank you.

Regards,

Executive Resolutions

Office of the General Manager

Cox Communications/Arizona

Review: On Saturday August 2nd I noticed that my internet and TV were both without service from Cox. I called and spoke to a Customer Service agent named [redacted]. He let me know that it was a service disruption in my area (I have been told this before when it was not true). He said he would call back and give me an update (which he did). In his update he let me know that the service would be back up by 6:00 pm and if not I should call back.

Since I still do not have any service (it is Monday now) I called back after 6pm. I got a recorded message that the office closed at 6 and would reopen on Monday.Desired Settlement: I would like to be credited for the days that I do not have service (Saturday and Sunday . . . plus other days if this continues).

I would also like an apology and for Cox to change their procedures so that they don't ask customers to call back after the office has been closed. They are intentionally leaving customers without any means of resolving service complaints.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his service outage. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.We contacted the customer and resolved the outage of his services. We had a technician come out to his address and fix the services on 8/07/2014. We have also credited the customer’s account for the days his service was out and for his inconvenience. The customer has accepted our 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. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####Call: ###-###-####.Thank You[redacted]Executive ResolutionsCox Communications

Review: Cox has improperly charged me for HBO service since at least May 2015. During a service call this evening I learned that it has gone on for much longer. I have never used the service, as I do not need Cox TV (we use [redacted] exclusively) for anything beyond network "over the air" TV on our antenna.

During a service call, Cox refused to refund the charges for HBO and threatened to increase my monthly charge if I unsubscribe. This Revdex.com complaint is my first attempt to receive my refund in lieu of proceeding in Small Claims Court.Desired Settlement: Cox will refund me the services they charged without my knowledge and will discontinue all charges related to television services I have not used.

Business

Response:

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

Review: On April 21st, 2015 I contacted Cox and indicated that I was discontinuing their service for another provider and I was ultimately advised that I had a credit of $59.57. I made contact with Cox on June 18, 2015 requesting to know where my refund of $59.57 was at. I was told (quote) " the check was in the mail and that I could anticipate payment in the form of a check within 7-10 days. Nothing happened and no refund was received. On July 24th, 2015 I again called Cox Communications in search of my refund. The operator stated he could see no reason why a check wasn't sent to me but would have to check into further. I informed the operator that I expected to be sent a check in 7-10 calendar days or I would file a complaint with the Revdex.com and the [redacted]. It's now August 20, 2015 and I have still not received a check from Cox in the form of a refund for $59.57. This is absolutely inexcusable!!!! If Cox is doing this to multiple customers, then they reap the financial benefits of having my money make money for them when they are not entitled to do so. My desired outcome is to be provided with a refund of $59.57 in an immediate fashion.Desired Settlement: A check for $59.57 which is a credit due to me since April, 2015

Business

Response:

September 1, 2015 Revdex.com complaint # [redacted] We were sorry to hear of the trouble the customer experienced with our company. Due to the billing concerns that the customer brought to your attention, we contacted him directly to assist him with the questions regarding his refund. The client has our direct contact information; we will continue to work with him and ensure his account statement and bill is correct. As always, we appreciate the opportunity to assist a customer. Thank you. [redacted]/ Cox Communications Executive Offices/ [redacted]

Review: On Saturday, June 20, I upgraded my cable modem. Within 20 minutes, I received an Email from 'COX Cloud Drive' stating that I had changed my high speed internet package and my Cloud Drive service has been impacted. The Email goes on to suggest that I can upgrade to a higher level of high speed internet service and get more Cloud Drive storage. Since I upgraded to the Ultimate tier in 2014, and was promised unlimited storage at that time, I feel that decreasing the amount of storage available to me without my knowledge or consent is just plain wrong. I immediately contacted Cox Customer Service to get this fixed and was told it could not be fixed. I wrote to Cox headquarters in [redacted], GA when local customer service could not help. I have heard back from Cox Executive Customer Relations here in the valley who also tell me that it is impossible to set back to the way it was.Desired Settlement: I would like the amount of online storage set back to unlimited or at least the 10TB (terabytes) that I had before I replaced my cable modem. I feel that lowering it to the 150GB (gigabytes) or 1.5% of its previous value is a significant change for the worse. Thank you.

Business

Response:

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.Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue.We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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

This is a followup from my Email of Friday. First, the 150Gb of online data is still what I see, so no change there. I make this point in case someone might think it might take 24 hours for the change to become active (although this is not stated in the Email from Cox Communications). Second, I assume that I provided sufficient information to the Revdex.com and Cox Communications for them to identify me and my account; otherwise, the response Email would have stated that they have no record of me as a customer. Now, let’s break down the Email response. Unfortunately, this breakdown is not going to be complimentary to Cox Communications. First, we see: 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. I don’t know what the intention was, but it cannot be correcting the problem. If the intention was to correct the problem, it would have happened the first time I called Cox about it and I would never have had to call them twice more before contacting the Revdex.com. Next, we see: Upon receiving this complaint, we had notified our Cox Online Backup Department of the situation to correct the issue. I find this interesting because I have spoken to the Cox Online Backup Department on occasion, including this occasion, and was told by them that they cannot fix this problem. The amount of space I am allowed is controlled solely by Cox in my profile and the people at the Cox Online Backup Department stated to me that they don’t even have access to my profile, which is needed to make such a change. The fact that the change appears not to have been made lends credence to my report that Cox Online Backup Department cannot fix this issue. So, we are left with either the Cox Online Backup Department told the customer one thing and Executive Resolutions another thing, or Executive Resolutions has made an inaccurate statement. We have attempted to directly contact the customer on July 9th and July 10th at the telephone number provided. We were unable to speak with the customer but we have left two messages advising the issue has been resolved. We have also provided our contact number for the customer to return our call if needed.I have already stated that I got no phone calls (or voice mails). This continues through this evening, although I would not have expected a phone call between Friday night and now. However, since I provided enough information to identify myself to Cox Communications and since Cox Communications uses my phone number to identify my account whenever I call in for trouble, I am somewhat puzzled that someone working in the Executive Resolutions area would make any phone calls to a customer without verifying the phone number that they got from the Revdex.com matched the one in their records. It looks like either the calls were not made or were made to the wrong number. Since Cox requires me to enter a four-digit security code whenever I call in to them, I would expect that they would at least verify the number before calling. However, from the Email snippet above, it does not appear that this was done. As always, w?e appreciate the opportunity that the Revdex.com has given to us to assist our customer. I am not certain how to take the above sentence. If it is truly meant, then why would Cox not have taken care of the issue the first time I called them instead of waiting until the Revdex.com is involved? So, I guess it is just a closing, similar to ‘Sincerely’, and means nothing. After all, Cox Communications had three opportunities to assist their customer before I got the Revdex.com involved and chose not to take advantage of any of those three. Thank you for your time.

Regards,

Business

Response:

We had notified our IT departments involved with the Cox Online Backup and Online Profile services that the issue had not been fully resolved. Our IT department identified the issue and were able to update the customer's online profile to display the correct information. We further reviewed the customer's account and identified that the contact number associated with their account was similar but not identical to the contact number provided on the complaint. Unfortunately the number did not have any personalized greeting to indicate it was incorrect when we initially attempted to reach the customer. However, we were able to successfully make contact with our customer on July 15th regarding their complaint. We confirmed that the issue has been fully resolved and also re-assured our customer that no account specific information was provided in the voice mail messages we had left in our previous attempts to make contact. Sincerely,[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 10695988, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

1) To the best of my knowledge, the Email below is the last one I have received from anyone at the Revdex.com. If anyone has tried to contact me, please have them resend whatever was sent after this Email.2) As of today, the issue still exists, so I do not believe it has been resolved as of yet.3) While this does not need to be shared with Cox Communications, I have a two week vacation planned for August and will have very limited access to Email and no access to my computer between 04AUG and 15AUG. Therefore, if a solution occurs during those days, I will be unable to verify the solution until 16AUG or later. So, I would appreciate it if the case is not resolved before 04AUG that I be granted an extension to check out the solution until after 15AUG.

Regards,

J[redacted]

Business

Response:

We sincerely regret to hear that the previous issues had returned. We have since worked with our IT department and with the customer directly to facilitate a resolution. On 8/25/15, we confirmed with the customer that their services have been corrected. We are confident that we have successfully addressed our customer's concerns resolved the issue. Should the customer have any issues with the Cox Online Backup service moving forward, they are more than welcome to contact us directly for any further assistance. As always, we appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region