Cox Communications, Inc.

I am writing in order to share numerous negative experiences concerning Cox Communications. Frankly I don't have the time to discuss each and every detail of how I was wronged by Cox Communications so I will make bullet points

1. While in Omaha, NE I set up my account via phone. On the phone I was promised a bundle deal but was never informed of consequences of breaking the bundle deal and once in this contract there was little I could do to change my account cost.

2. While transferring from Omaha to Phoenix, I was told after I submitted my transfer, "everything was good to go" for when I arrived at my new address. What I wasn't told was transferring literally accomplishes nothing AND it actually makes your life more difficult. I was charged a new account set up fee, despite being a loyal customer for 3 years. I was told to keep my router and use it in Phoenix. Phoenix Cox then told me I had the incorrect router and was unable to use the Omaha router. I was charged for the Omaha router as they would not return it for me.

3. The WAIT TIMES are absolutely HORRIBLE. I have added my wait times for the last two calls I have made to Cox- a grand 95 minutes, of WAITING. Not talking with someone. Waiting.

4. I received a bill in the mail saying I did not pay my bill. I called Cox (waited again, and again, and again) and it was a billing error on their part. My balance was in fact 0.

5. They monopolize my apartment building with a contract. (I am partly blaming my apartment for this one.) I am not able to get service from any other internet service provider as Cox has made a contract.

February 27, 2014

 

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

 

We would like to thank the customer for taking the time to file his concerns regarding the early termination fee (ETF).   Please let me begin with an apology for any...

inconvenience he experienced.  We certainly do not want to cause him any frustrations.

 

On August 5, 2013 the customer called and informed the sales agent that he was thinking about going with a different service provider.  The customer was provided the option of going with a 24-month contract bundle that would save them $41.98 per month.  The  customer gave his verbal approval. 

 

On August 24, 2013 the customer’s first bill for the contracted service was sent.  On the first page of the bill it informs the customer about the agreed upon contract while the second page shows exactly what services are under contract.  The last two pages of the bill fully explain the contract and the early termination fee should the customer cancel the contract during its term which started on August 5, 2013 and will expire on August 4, 2015.  The customer did notify the company regarding his service problems on April 1, 2013 and it appears over the phone troubleshooting may have fixed the issue.  If the customer is still experiencing problems to call the number below for further assistance.

 

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.

 

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

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,

It is always our goal to provide our customer with exemplary customer service.  We apologize that our customer felt the necessity to write to the Revdex.com regarding the speed of his internet service.  Our records show prior to our customer contacting the Better...

Business Bureau our records show we had not made a visit to his home since December 8, 2012 to address any service issues.  On August 12, 2014 we spoke with our customer who explained he connects to the internet with a wireless connection and found he was able to connect through his VPN faster in his office than through his home connection. On August 14, 2014 we visited the customer’s home.  We installed a Netgear single band gateway which was permitting speeds in the 90 to 98 Mbps range and we shared the results with the customer.  The customer is receiving speeds within range of the speed he subscribes to.  Cox guarantees service up to the modem. Cox is not responsible for signal interruption or loss after the service reaches the customer’s modem.   Cox did not set up the customer’s wireless system but as a courtesy during our visit we made some changes to the customer’s configuration in the home to help improve streaming video content.  The customer is using a VPN (Virtual Private Network) which provides remote with secure access to his employer’s network.  Since the route information sent through the VPN can vary and are not be controlled by Cox we cannot guarantee the speed to and from the VPN.  The customer  mentioned the speed is faster when accessed from his office than when accessed from his home and that is because once the information leaves the office it can travel many ways which will affect the speed.  But we were able to show the customer he is receiving between 90 and 98 Mbps during our visit.Cox is not slowing down the customer’s internet speed which we verified and showed the customer during our visit on August 14.We want our customer to know that we are deeply committed to being his most trusted provider of communication services and apologize for any inconvenience that he feels we have caused him.Sincerely,[redacted]/Office of the General Manager/ Cox Communications Executive Offices/Arizona

Jul 22, Cox upgraded the internet to 1gigabyte speed. Unbeknownst to us, our modem would not handle it. I contacted the Cox on-line chat 3 times and finally got an sort of answer, that I needed a modem. I ordered the correct modem from Amazon and when we finally plugged it in it would not connect because I needed to purchase or rent the modem from Cox. After three trips to the local Cox store we finally got the internet back up and running. From July 22 to Aug 12 we got a $20 refund...we terminated Cox on the Aug 22 after being loyal customers since 1994. The run around in the chat, the lack of store knowledge support and then after receiving a $195 final bill, we only got a $20 refund for the days of no internet.

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

Thank you for your help in resolving this issue.  More people need to stand up to companies that are lax in issuing refunds.Most might have just ignored the meager amt of $3.53.  But I felt, just as they charge interest on an account that is late, and all companies have different limits.  I do not know what Cox's is as I was always on time, the customer should have the same privilege of having them pay for a late refund, which they are doing in this case.

Regards,[redacted]

I have been a customer with Cox in the Phoenix area for a very long time. Recently I moved in to a new home and scheduled my services (internet) to be transferred. Instead of transferring my services they cancelled them and set me up as a new customer with a new account and charged me for new service connection. There wasn't supposed to be a fee for transferring. I had to call them and spent a long time on the phone until they finally got all my account stuff straightened out and removed the connection fee.
Then, I went ahead and ordered new services (cable). The gentlemen that I talked to offered me a special over the phone. He told me I could get my high speed internet and cable for $99 a month, for 12 months, with no long term agreement. I told him there were only a couple channels I really cared about, and that as long as those channels were in the package we had a deal. One of the channels is H2 (history channel 2) which is part of a variety package. He assured me that the variety package was part of my deal, as well as HBO. They came and hooked up my cable on 10/9/2014. I didn't have my TV moved yet. Today, 10/14/14, when flipping through the channels I realized that I did not have the H2 channel. I called them on the phone and they told me that he must have made a mistake and that it would cost me more to get that package included, instead of honoring the deal that I was promised. Because they would not honor the deal I was promised, and tried to charge me more money, I cancelled the cable. Yesterday I had called and scheduled to have them come and do an in-home consultation for their home security. I cancelled this as well. I will continue to pay for my internet, until I find a better option, but I will not pay for any other services since they do not honor their word.

We would like to thank the customer for taking the time to file her concerns regarding the cabling on her property. ...

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 1/11/16 to address her concerns. After making initial contact we were able to work closely with our Field Leadership team to ensure a technician was dispatched to the home to repair and remove the unwanted cabling mentioned by our customer. Additionally, we also addressed a lingering damage claim concern with our customer as well. We have spoken to our customer again as of 1/18/16 and we are confident the issues at hand have now been resolved.
It is always our goal to provide our customers with exemplary customer service.  As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company.  Once again, we would like to apologize for the frustration that the customer has experienced.  If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]
Thank You.
George
Executive Resolutions
Cox Communications

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,

June 6, 2014

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

 

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 many different pricing opportunities which sometimes can be a bit confusing.  Sometimes there is a base promotion that is set for 1 or 2 years, and we also offer special promotions that can have varying end dates. 

 

We are providing the following details:

 

4-18-13 - Our records indicate that our customer accepted a 24 month price lock guarantee which protects the base service rates from any general rate increase during the period of the Price Lock Guarantee.  Our customer received documentation with her billing statement that highlighted those items under the price lock.

Our records further indicate that there was a special promotion added to the video portion of the services on that same date.  The promotion provided for a 40% discount for the first 12 months which reduced to a 20% discount for months 13 to 24. 

9-08-13 – Customer called seeking an additional discount.  A $5.00 discount was added to the telephone service.  This discount is in effect until 8-07-14.

12-04-13 – Customer received a 3 Premium channel discount rate of $15.00 which is in effect until 12-03-14.

12-04-13 – Customer contacted us once again seeking an additional discount for her service.  A $10.00 discount was applied to her Internet service.  This discount is in effect through 12-03-14.

5-10-14 – The current billing statement was issued and included the price increase which was due to the reduced discount on the video service as noted above in point #2.  There is a $17.51 increase to the customer’s monthly billing.

There are several instances throughout the account note history indicating that there were discussions regarding the different discounts on the account.

 

After completing this review, it has been determined that there are currently no options available to reduce our customer’s monthly bill.  It appears that at one point in time, our customer had 6 different discount campaigns on her account.  We are no longer able to “stack” campaigns as we did in the past.  The only option to reduce our customer’s monthly rate is if she would remove the premium channels on her account. 

 

We want our customer to know that we appreciate her patronage and hope to have a long relationship.  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

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 have left a voice mail with [redacted] and will notify you when she returns my call whether the issue has been resolve.

August 11, 2015 Revdex.com complaint # [redacted] We were sorry to hear that the customer experienced difficulty when she called to disconnect her service.  It is never our intention to cause problems or delay a request from any customer. ...

 Due to the concerns that the client brought to your attention, we attempted to contact her at the number that she indicated that she could be reached at.  While we did not speak to her, we did let her know that we are happy to process her disconnection and backdate it once we speak with her and confirm the PIN number associated with the account.     We look forward to hearing back from the customer and thank you for the opportunity to address this customer concern.  [redacted]/Cox Communications Executive Offices/ [redacted]

the business calls and immediately hangs up with no voice message as to who called or for what reason from an obscure number. A voice message with details on who , why, what and info would be more prudent to resolve this issue.

Revdex.com complaint [redacted]

We were sorry to hear of the...

difficulty that the customer experienced

with our Accounting Department and their bill. 

Due to the concerns that the customer brought to the attention of your

office, we contacted the client directly to assist.  We have been in close contact with the

subscribers and we ensured that the appropriate refund was processed.

 

As always, thank you for the opportunity to assist a valued

client!

 

Catherine/ Cox Communications Executive Offices/ Arizona

We would like to thank the customer for taking the time to file her concerns regarding her billing. Please let me begin with an apology for any inconvenience...

she experienced. We certainly do not want to cause her any frustrations.

The customer contacted Cox on 7/03/2014 to schedule a future payment for 7/11/2014 for an agreed upon amount. Our records reflect that the payment was processed in error on 7/4/2014. We have credited the customer’s account for all of the applicable overdraft fees as requested. These credits will show on her next bill dated 07/18/2014.

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

Thank You

Executive Resolutions

Cox Communications

June 22, 2016 Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and confusion that the customer is experiencing regarding his recent tech visit.  Due to the concerns that the client...

brought to your attention, we contacted him directly to discuss the details.  At this moment we have resolved the customers concern in a satisfactory manner by dispatching one of our partners out to his home and addressing his claim.  The customer is satisfied with our resolution.  The client has our contact information should he wish to contact us directly. As always, we thank the Revdex.com for the opportunity to assist our customer. Luis/Cox Communications Executive Offices/ Arizona

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

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

Regards,

Tamas V[redacted]

I spent a week trying to get my service restored and was dismissed by every representative I talked to one they took the payments necessary for service. I spent 5 days calling Cox and spoke to 9 different representatives all of which made a mess of my account. I had service with them for almost 2 years and once I told them I would be getting service with a different company they transferred me to a different department. No one did anything to help me as their customer and didn't care that they were losing a customer. They admitted to me that all the issues going on were their mistakes but still chose not to do anything to help my situation. I don't recommend their service to anyone, they are very unprofessional, rude and poorly trained.

Revdex.com Case # [redacted] We regret to hear of our customer’s recent experience regarding the reimbursement. We have contacted the customer directly to confirm their concerns have been addressed and successfully resolved on August 14th, 2015. Thank you for your time and...

consideration. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region