Cox Communications of Northern Virginia

Cox removed the 2nd cable box from the customer's account on 2/13/14.  Cox followed up with the customer on 2/17/14 and confirmed that the 2nd cable box has been removed from the account, the equipment credit of $284.24- was applied to the customer's Cox account and a refund check was mailed...

out to the customer on 2/21/14.  The customer's Cox account is closed with no further balance due.

Cox Business Management is currently following up with [redacted] to get this issue resolved.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because: The actual first complaint was made on 4/28/2014 and was told someone would call me back after the reviewed the original call.  I never received a call back and the number she provided only rang busy no matter when I tried to call.  Finally on May 1 I called again and spoke to someone.  No record of my prior call was evidently put in the system.  So they told me they would put in a request again to pull the original call and would call me back.  Again, no return call was ever made.  I finally put my complaint on their [redacted] page, but even there they kept promising me that someone would call and no one ever did.  Finally I tried calling again and spoke with someone on May 13 who put in the request the third time after I told him that I had filed this complaint.  I told COX that if I had misunderstood what was offered, that was fine, but someone just needed to verify it, because the email said I was getting "Advanced TV".  They did call on the 15th as they stated to verify that I was offered "Advanced Flex" which is not on their website anywhere.  When speaking with the gentleman on the 13th, I went through the website with him and showed him what the customer (Myself) would think they were getting when they were offered "advanced tv" and he agreed with me that the website was misleading.  COX has since that time made changes to their website.dI would like to be reimbursed for the tv service from 4/28/2014 till the date they finally answered my question on May 15th (prorated), because of all the hassle and lack of customer service.  All I wanted to know was did I misunderstand or was there a genuine mistake made.  They sent me a badly worded email confirming my subscription and their website was misinforming.   The original phone call was not clear as to what I was getting.  They didn't return any phone calls and didn't put in a request to pull the call 2 times.  This is extremely bad customer service....It took 3 weeks for them to respond...That is just poor service!
Regards,
[redacted]

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
 Complaint: [redacted]
I am rejecting this response because:
The letter received from the collections company only advised that the matter was closed, and had been reported to the credit bureau as paid.  This account was not ever past due.  Under no circumstances should it have been turned over to an outside collections company, much less be reported as having been closed - to me, this implies that I paid an account which was past due - difficult as the account was paid two weeks prior to the due date.  Further, I have yet to receive the letter of apology requested from Cox, nor have I received any indication from them that they are even reviewing their policies to avoid others, like me, from being harassed by a collections company over an account that is not even due!
Regards,
[redacted]

Review: I moved to Fairfax in November 2011 and have been a cox customer since then.

Since then I have to deal with being over charged for services I did not request.

Also when they came and installed my cable they put a very large hole in the wall that made it possible for bugs and insects to get in. Cox has never tried to come take a look at the damage they did, so I was forced to fix it myself out of my own pocket.

The Cox brand is a very careless and criminal company, since I have been there customer they have overcharged me then tried to blame the over charge on me, but eventually after contacting the Revdex.com they finally gave me a credit for the overcharges, the installer damaged the wall of the apartment I am renting.

I have contacted Cox with 2 other complaints with no response.

And they have put no effort in finding a resolution to all my issuesDesired Settlement: The only I will be satisfied with COX is if they cancel their contract so I am not obliged to be a customer to a company as shady as cox.

I have paid every penny that Cox has overcharged me, I have paid for the wall that was damaged by the COX installer to be fixed.

I want 3 months of totally free service for the torment of being a COX customer, and I want Cox to release me from my contract so I do not get overcharged anymore.

I have had it with COX and there horrible customer service dept

Business

Response:

Cox has already addressed the customer's billing complaint. Cox has left messages for the customer regarding the damage claim but customer has not returned calls. As mentioned in previous complaint filed by customer, which has been closed, customer needs to contact Cox ([redacted]) to further address the damage claim. [redacted] has left several messages for the customer but has not received a call back.

Review: On Friday March 28 at 5:11 PM. I was downstairs in my house when I heard a pop from my TV and Phone. Electricity was still but all cox service shut down. With in a few minute the tv and phone downstairs seem to be fine, but I notice my internet lost connection. I trid to connect to the internet but couldn't so (first phone call) I call in to the office for service on my internet, I lost my router as part of the shut down of cox services. Cox would help get the internet service only if I was directly connected to the computer an not the router. So they reset the modem from their end, but would not help get my router back up. I told him I need to connect through my router to be able to connect in to work by Monday. I work from home. At this time, I can only get internet if I hard wired computer to modem. I need the wireless router for connection to work, printer,cell and TV. Later that evening I go into the bedroom upstairs and the cox's contour box is fried cannot get it to come up at all, due to the way Cox shut down their service, so now I cannot even get the TV to work. (Second Phone Call to Cox Friday evening) I asked to speak to a manager, a team lead get on the phone we go over the internet router issue and the issue with the cox contour box not able to start up the person tries from his end to start up the box but it would not come up and he said to me he will get someone to my house on Saturday March 29 between the hours of 5 pm - 7pm to check out the devices. I wait for them to call come over and noone shows.(Third phone call)I ask to speak to a supervisor. The supervisor gets on the phone and I tell noone has shown up at my house, he the tells me that I am schedule for Monday. I told him this is so unprofessional. I asked him to get someone out on Sunday this is an emergency, my job is on the line if I can't get connected to work Monday morning. The supervisor claims there is nothing he can do for, this seems to be Cox's mantera.Desired Settlement: -I would like them to replace my router which they seem to have to fried(no longer working) do to there shutdown.-They should have someone on call to fix this issue asap and not make promise to customer giving a time and no one shows up.-Replace the contour box.-They should give me credit for the time lost due to serives being down and my time lost not able to connect to work.-I think Cox customer service is very bad. They need to improve their customer service.

Business

Response:

This is a customer located in [redacted] County, California. A Cox representative from the [redacted] County, CA system will be contacting the customer to address her complaint.

Review: To Whom It May Concern:

My name is [redacted]. I am submitting this complain on behalf of my mother-in-law, [redacted] due to a language barrier. She had a service scheduled w/ Cox Communications for Internet Services back on 9/20/13. She was home all day and no one showed up. She checked her bank account approximately two weeks later and noticed that Cox Communications charged her $50 for services provided on 9/20/13. She called, w/ the assistance of her daughters, Cox Communications Customer Service and they were not helpful. She was told that someone would follow up with her and no one has. She has not been able to have anyone at Cox Communications agree to reimburse her the $50 she was charged for abosultely no service provided on 9/20/13. She has been getting the work around in regards to getting her $50 back. It has been now over two months and still no refund. Anything you can do to assist will be greatly appreciated. I can be contacted at ###-###-#### or [redacted]. Thank you.Desired Settlement: [redacted] would like her $50 reimbursed for the scheduled visit on 9/20/13 that never took place. Thank you.

Business

Response:

Cox will be sending the customer a $50 refund check, the check will be mailed out from Cox Corporate Office (Atlanta, GA) on Friday 12/6/13.

Review: met a couple unprofessional associate and delayed to fix the Internet problem

delayed a couple work due to the bad service

Associate [redacted] hold the phone and let me wait another 6-10 minuntes for the next available associate when I asked her to transfer to her supervisor

Associate [redacted] said he didn't have working id

Supervisor [redacted], working id [redacted], wanted to compensate around $4 for losing Internet service, wasted almost 1-2 hour to call and talk to cox associate and delayed a couple work

others

I scheduled the appointment with cox Technician to come in home and fix the Internet problem since last week. But the Internet was working after the appointment was made. But the Internet was crazily broken again once I canceled the appointment.

I had call cox to schedule the appointment again. COX couldn't recover previous appointment even if it's canceled only a 5 minutes ago. I had to wait until another day.

That bad situation was repeated about 3 times until the Technician came in this morning. I lost Internet service about three days totally. my work had been delayed and wasted lots of minutes to call cox.Desired Settlement: repair and compensation

Business

Response:

Cox is following up with the customer. Cox has completed network repairs and will further address any billing concerns the customer has. A follow up message was left for the customer today 5/8/14.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Review: Internet was disconnected in my home for one week, called Cox to fix but they always delayed or nobody showed up. So far, Cox still didn't fix the problem.

Call Cox, associates are either casual to their jobs e.g. [redacted], and [redacted] are very unprofessional and tough e.g. [redacted] unprofessional and especially someone told lie to me.

Working id:[redacted]

Name: [redacted]

Time: around 1pm on 6/2

Attitude to her job is rather casual and kidding me

engage in an activity as if it were a game ask her to transfer to her supervisor, but she didn't and hold the phone almost one hour.

Working id: [redacted]

Name: [redacted]

Time: around 3pm on 6/3

Attitude to her job is rather casual ill-mannered and keep cutting me off told me it took 2 weeks to fix the problem rather than the technician told me two days

Working id: she doesn't provide

Name: [redacted]

Time: around 3:15pm on 6/3

A mixture of pride and impertinence and seems to quarrel or fight when starting speaking keep cutting me off ask her to transfer to her supervisor, she doesn't and hang up the phone.

Someone whom I spoke with around 5 or 6 pm in 5/28, told a lie and said some technicians had been working in my home to fix the issue. But when I called in the 2nd time, the supervisor confirmed me nobody was there to fix the issue. She said she would check why that guy told a lie to me.

Schedule the appointment at 10am -12pm in 6/1. I wait for them since 9:30am but nobody showed up. The supervisor id:[redacted] didn't mention about the system issue and book was full, just asked me to keep waiting until another supervisor id:[redacted] told me the book was full and no technician would come in my home when I called Cox around 2pm. It waste me almost 5 hour to wait for them.

Then schedule another appointment for me at 3pm-5pm on 6/2. I wait for them since 2:30pm, still nobody showed up at 5pm. I called Cox, the supervisor id: [redacted] told me the technician was delayed and would come in after 5. Crazy, then I wait for him until 5:30pm, he showed up but he couldn't fix the problem.

[redacted], phone [redacted]

he promised me to check what's the problem why [redacted] hold me one hour and said would resolve the problem for me asap.

id: [redacted]

said he would or let other supervisor to call me on 6/3 to let me know what's the process and how soon the problem can be fixed.

But so far, nobody call in. Looks like COX associates are very skilled telling lies, kidding, quarreling or fighting.Desired Settlement: Fix the problem this week and fully refund what I lost caused by Cox: So far one week without Internet wait for Cox associate for almost 20 hours total their bad service.

Business

Response:

Cox completed a service visit at the customer's home on 6/4/13 and resolved the customer's service issues. Cox applied a credit to the customer's account due to the problems he had.

Review: I am filing this complaint with reference to my experience with Cox Communications Inc. for the internet services including the denial of my request for cancellation of service.

I had my internet service reinstated with Cox on July 5, 2013. For some reason, the service did not work for me for another week or so since there were some changes made to the Cox cables at the exterior of my residential property. Soon after the service began, I realized that my internet service speed was extremely poor, unlike what I had experienced in the past. I called the customer support who advised me that there were some system updates at Cox and I would need to upgrade my router/ modem devices to one of the COX newly recommended DocSys3 devices. Out of no choice, I ended up ordering a [redacted] DocSys3 device which was leased to me. On Sep 10, 2013, I paid in full the price for the [redacted] device to avoid recurring lease fees. However, my service had only increased frequent disruptions (several repetitive disruptions in an hour) and having called several times during these last two weeks, there didn't appear to be a resolve. On Sep 19, 2013, and then Sep 20th, the customer support confirmed to me during my call that a technician was supposed to visit my location to check inside and out of the house for the internet equipment to ensure resolution without any fees to me.

A technician came to my neighborhood on Sep 21, 2013 but took a round on the outer parameter of my residential property and while I was expecting that he would take a look on the inside, he left from the outside without any follow up or contact with me or anyone in the household. Assuming that may be there was some known issue to the outside equipment or cables of Cox and that the technician might have fixed it and left. Unfortunately, there hadn't been any resolution and my service continued with the same disruptions that had put me at odds with my work capability from home facility (remote work ). My house and work phones are VOIP based and the two cell phones we have in the household are connected to cellular network through a cell tower inside the house (which also works on internet connection). I have two smart TVs and my family heavily relies on internet for watching TV since all features are again dependant on internet connectivity. I had identified these issues in detail on several occasions to the Cox customer support that I have been virtually cut off with the outside world and is really very disappointing despite several calls, requests and anticipation of a resolution.

Based on this experience that's it wasn’t really getting resolved, I finally gave up my wild goose chase after COX tech and general customer support and sent in request in writing through cox web portal on Sep 22nd for cancelling my sevice effective Sep 24, 2013. I called the customer support around 5pm on Sep 23rd to confirm that they had received my message or otherwise cancel my service based on that call. To my surprise, I was told that the technician had fasely claimed that he visited my house and corrected/ resolved the issue. While dishonesty of an employee to his job may be a good concern for Cox HQ/ HR teams, I personally feel being deceived and treated unfairly due to an unauthorized and unlawful charge to my account as a bonafide customer who did not receive the claimed service. Also, I am a bit surprised that the agent in the cancellation department first stated that there is a recent charge of a Technician's service to my residence in the amount of $59.99 and then after some hold time claiming that the agent checked with the tech team, restated that the charges are actually in the amount of $70. The same agent also informed me that while she couldn’t resolve the issue, I would not be able to cancel my service until the fees or dispute is settled.

After that call, I sent a second email/ message as a follow up through Cox web portal. I documented that based on my call on Sept 19th to the customer support for my consistent internet disruptions, I was assured that the technician will visit my home for troubleshooting without any charges to me. Second, the technician actually never visited my residence since he only took a round of the outside parameters of my land outside the fence adjacent to my neighbors and left without contacting or following up with me. I am completely surprised that instead, I am being charged for the technician's visit who actually never visited or performed any service. I am also frustrated with this whole gambit of unfair treatment to my account and lack of the requisite ownership by customer support to settle this matter on bonafide basis.

After that call, I sent a second email/ message as a follow up through Cox web portal. I documented that based on my call on Sept 19th to the customer support for my consistent internet disruptions, I was assured that the technician will visit my home for troubleshooting without any charges to me. Second, the technician actually never visited my residence since he only took a round of the outside parameters of my land outside the fence adjacent to my neighbors and left without contacting or following up with me. I am completely surprised that instead, I am being charged for the technician's visit who actually never visited or performed any service. I am also frustrated with this whole gambit of unfair treatment to my account and lack of the requisite ownership by customer support to settle this matter on bonafide basis.Desired Settlement: I therefore ask for Revdex.com's support and request for assistance with securing assurance from Cox that I must not be charged for something I haven't received, such as a false claim by the technician for having performed service at my residence.

Additionally, I request for the return arrangement of my [redacted] device that I had purchased on Sep 10, 2013 based on recommendation by COX and listed as one of the approved devices. Also, I need to be assured that the cancellation of internet service is calculated effective Tuesday, September 24, 2013 as I had originally requested through cox web portal as well as phone call to the Cox customer support on Sep 23rd. Please note that I have already moved to another ISP effective Sep 23rd and am not using any services by Cox since that time.

Business

Response:

Cox completed disconnect of [redacted]' Cox account on 10/4/13 and was backdated to 9/24/13. Cox applied credits for the technician visit charge and also the [redacted]. Cox has left a message for the customer confirming resolution actions.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

I so want to mention though that I had no information from the business as to the time and mode of refund as well as the confirmation for the date of service cancellation as originally requested. I called the customer service today who confirmed that the refund will arrive by check in 6 weeks from the cancellation date of October 4th.

Review: On December 19th at around 1:PM my cable and Internet stopped workingI called Cox and a technican was scheduled to come between 3:and 5:the next dayThe technican did not arrive until 6:PMThe technican informed me that Cox had put a filter in the cable room of the apartment building to prevent people from getting free cableThe filter was installed incorrectly causing our service to be shut off without noticeThe technican could not fix the problem because he did not know where to find the filterHad the technican arrived on time we could have contacted the leasing office to locate the cable roomThe technician scheduled to come back the next day between 5:PM and 7:00PMI called Cox to voice my concern and see if a technican could come any earlierThe first customer service rep did not see any issue and simply asked what I wanted them to do about itI asked to speak to a supervisor and was put on hold for over minutes at which time I hung up and called againThis time I was able to speak to a Supervisor after waiting minutesThe supervisor's name was [redacted]I explained the issue to [redacted] and he was extremely patronizing and uninterested in helping me with my problemHe said if I had a business account it would take higher priorityHe simply said there was nothing more he could do about itI asked to speak to his supervisor and he let me know that he could not provide that information
Business
Response:
Cox completed a service visit on 12/22/and resolved the customer's service issues

Review: Hello,

I was using Coxservices for a long time before I decided to switch onto a competing carrier due to complete unsatisfactory services. I requested a relocation service and I had to wait for 10 days and still my internet services were not restored. I had to make multiple calls and I was made multiple promises that someone from Cox will come by but no one ever showed up. We were in the house every time and on speaking to the representative from cox on the phone 'she' mentioned we were not in the house and the engineer waited for 15 minutes. How is it possible that 3 engineers waited and we never opened the door even though we were the ones without the Internet service and the installation was free of cost? The worst part is, they sent my account to collections in a months time without and I received no intimation in terms of email/letter/phone calls regarding this charge and now it has hit my credit bad. My complaint is, what is this charge and why wasn't I given an option to pay it or contacted in any way and was submitted to the debt collector and reported on my credit? Also, COx has charged me for the time I did not use my internet. Very unprofessional behavior and the thing which makes me really unhappy is they sent me to collections.Desired Settlement: I ready to pay the amount even though I feel I should not be. But my condition is that I the charge is wiped off from my credit check and once that is done, I am ready to pay the amount.

Business

Response:

A Cox Executive Resolution Specialist spoke with the customer and explained that the remaining balance of $172.07 includes the unreturned equipment and the remaining balance of $35.33 that carried over from the previous account. Cox sent two bills prior to sending the aaccount to the collection agency. The customer stated he didn't receive either of them. The account was disconnected in June and the account was sent to the Collection agency as of July 29, 2014. Since the customer didn't get the bills they didn't realize the equipment needed to be returned and they threw it away. The customer has agreed to pay the balance $172.07 to zero out the account write-off and Cox has had the incident removed from their credit history. The customer was advised that it could take up to 45 days for all three credit bureaus to be updated. Per the customer's request the Executive Resolution Specialist will be sending them a confirmation email that the account has been paid in full and the incident will be removed from their credit history. The customer has the direct contact information to the Executive Resolution Specialist if they have any further questions or concerns. Thank you - Cox Executive Resolution Team.

Consumer

Response:

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

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Review: Problem 1: No action on canceling services from prior locations. We have requested action multiple times and get no progress. The salesman ([redacted]) did not properly execute the order which has left us with bills for locations we no longer inhabit.

Problem 2: One of the service numbers are still going to our old address which happens to be our fax line. We have been unable to operate our business as normal given our fax line has not been migrated over. Again, we have been told multiple times action will be taken, with no progress, just ignored emails and voicemails.Desired Settlement: We would like the Fax line moved/installed to our [redacted] address, and a refund to all services we have paid for still active at the prior office locations ([redacted] and [redacted].)

Business

Response:

Cox Business Management is currently following up with [redacted] to get this issue resolved.

Review: Beginning early to mid November, I called Cox customer service to report a problem with my cable service - specifically the cable portion of my service in regards to HD channels not being available, and the signal becoming choppy/fragmented. I have since then had to call multiple times about the same issue and each time the problem is not resolved.

I subscribe to HD channels of which about 4-5 ( Spike HD, Comedy central HD, MTV HD and others) report that they are temporarily off-air and to please try back soon. I have observed this message consistently foro ver a month now without resolution or direction by the cable provider regarding what steps need to be taken. They are unable to explain the issue, or provide corrective measures. Yesterday I called in, and was promised a return call by an escalation level Engineer ( whatever that is) to be able to procure some type of solution for my problem. I have repeatedly explained to COX customer service representatives and troubleshooting agents that my box has been reset, factory reset, inspected by a technician, my line has been tested to no avail. They ask me to do the same thing over and over and over again, and will not escalate to get someone out here to replace the box, or repair what is wrong. the last time a technician came out to my house late Nov, for this issue - not only could he not find anything wrong with the signal, but I was charged 69.99 to my next months bill for an issue that was no fault of my own. I am getting sick and tired of the incompetence, break down in communication and lack luster problem resolution ability by Cox communications, and do not enjoy having to resort to filing a complaint to wake the necessary authority within Cox to fix my problem. I WANT MY HD CHANNELS TO WORK AND MY CABLE EXPERIENCE TO LIVE UP TO WHAT I PAY FOR EVERY MONTH. NOT FRAGMENTED SIGNAL, CHANNELS THAT BLACK OUT RANDOMLY, CHANNELS THAT SAY TEMPORARILY UNAVAILABLE WITH NO SUITABLE EXPLANATION, OR BEING TOLD SORRY WE CAN'T JUST SEND AN ESCALATION TICK TO THE ENGINEERING DEPT.Desired Settlement: I want this months bill to be adjusted in full for this fiasco and my cable service for the next 3 months until I am satisfied that this issue is no longer present. I would also like free movie channels for my time and frustration with this matter, or I am going to drop my cable service all together.

Business

Response:

Cox completed a service visit on 1/4/14 and resolved the service issue. Cox followed up with [redacted] and applied an adjustment to his account due to the problems he had.

Review: 2 months ago, I called COX customer service to ask about process to cancel cable service since the service due to change in their cable service price. The agent ended up canceling my cable and internet service even though I asked her not change my account. Next day, when I saw my service was canceled, I called up COX again and this time, the agent apologized for the error and said she can reinstate my service and she will put me on a 2 year promotion plan for advanced cable service including HD as well as same high speed internet service as before and the price will include 2 cable boxes rental and all taxes and surcharges. This price will require me to sign up for their price protection plan which I agreed to. As a courtesy, she was going to give me a credit for the month I was charged the non-promotion rate.

I just saw my bill for the past 2 months and there is no credit for the month in question AND I am being charged $110/month for cable and internet instead of #79.99. I am also being charged $17 for cable box rentals and there is now a monthly DVR fee because the box that was NOT a DVR compatible box is all of a sudden DVR box after 1.5 years.

I called by the billing department and the rep was rude and told me he can only give me a 1-time credit of $20 but the price will not change.Desired Settlement: Adjust my monthly billing to $79.99 all inclusive as promised when signing up for the service and credit the additional amount for the past 3 bulling cycles.

Business

Response:

Cox spoke with the customer on 8/23/13 and addressed his account concerns.

Review: [redacted] Communications of Northern VA has provided bad service in the past few months. I went through several weekends when my cable boxes would lose signal for no apparent reasons. Then when I moved a few weeks ago that was a total nightmare. Technician showed up without calling. Then he told me he couldn't hook up my service because of some cut cable wires. That turned out to be untrue. I called the service department 3 times to get someone out to my apartment and each time I was told someone would call which they did not. They deliberately took down the wrong cell number blaming me for non contact. Finally got the internet and cable up & running only to receive this whopping bill for connection charges when it was supposed to be a transfer. Now here is it July 6th and both boxes went out. I called technical support to try to get my cable reset and nothing. Meanwhile I have to wait until Monday to get service and was told if my TV is the problem I'm going to be charged $40.

If you take a look at the complaints going through the [redacted] page via Facebook you would see exactly what I'm talking about. OH and he's the icing on the cake. When I voice my complaint on their FB page, the person answering these post want to sell me cable insurance. Talk about bad customer service.Desired Settlement: I want a credit for the installation charges they tacked on my bill. With all of the hard ache they put their customers through that is the least they can do. I also want a credit for my service being down. 5 July - 8 July.

Business

Response:

Cox has left messages for **. [redacted] but she has not responded back yet. Cox will continue to follow up.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

NO one has called or submitted any correspondence to me.

Regards,

Business

Response:

Cox has been calling the customer at the phone# listed on her complaint: [redacted]. Cox has left messages on 7/10/13, 7/18/13, and again today 8/1/13. Cox has also sent the customer an email at [redacted] Cox looks forward to speaking with the customer and resolving her complaint.

Review: I signed up for [redacted] Communications services in September 2011. I maintained a year contract until September 2012, when I began to pay on a month-by-month basis. My original service was for two DVR cable boxes with corresponding cable, phone, and internet service. In February 2013, I downgraded to standard HD cable service. I went to the [redacted], VA location on February 9th, 2013 to trade in my two DVR boxes, for two standard HD boxes. The trade happened without incident, and my monthly service bill was lowered in cost. I ended my service with [redacted] in May 2013. I again went to the [redacted], VA location to turn in my two HD boxes, along with my internet modem. The boxes were accepted, my bill was paid in full, and the account was closed. In fact, I had overpaid during the time of my service, and was promised a refund of $56 in the mail. On June 10th, 2013, I received a bill from [redacted] for $752 (dated 6/5/2013), with no description of the charges, except for 'New Charges'. I contacted [redacted] , and was informed I had been charged for the two DVR boxes I originally had at the beginning of my service. I informed them that I had traded those two boxes in during February for two HD boxes because I had downgraded my service. The reps at [redacted] took my contact information and promised to get back to me in three business days regarding the issue. I called back in three business days, and was told they were still "researching" the issue. Seven business days later I contacted [redacted] as I had not heard back from a rep, and was told they were still "investigating" the issue, but would contact me back in another three business days. A rep named [redacted] contacted me and informed me that the search for the DVR boxes in the warehouse had been fruitless. I told him, I have a receipt for when I returned the DVR boxes. He then told me he would have to send emails to the appropriate parties, and would again have to get back to me. He contacted me back within a couple days, informing me that the original DVR boxes I had returned had been found, as well as the HD boxes I had also returned, but that the charges stemmed from two other DVR boxes that had been added to the account in March 2013. I told him that was incorrect, as I only have two televisions, and had the two HD boxes at that time, and that my monthly service bill had reflected that. I said, " If I had two HD and two DVR boxes in my use, why would my bill only reflect billing for the use of the two HD boxes?' Again I was told by the rep he would get back to me, but this time I requested to speak to management, as now this was an issue of not only erroneous charges, but fraudulent charges on my bill. In speaking with billing manager [redacted] of the [redacted], VA call center location, I was given circumventing answers as to how I was charged for two boxes I never had in my possession. I asked to speak to her superior, and was given the answer, "No one here can remove charges from the account," and was never transferred to her manager. The main issue is not only that I have been charged for boxes I never had, but that I have been getting the run around on a bill that will be considered overdue by the time I ever get an answer, which may affect my credit. Another issue, is that the DVR boxes that were "supposedly" added in March 2013 never appeared on any billing statement, until after I had closed my account with [redacted] .Desired Settlement: [redacted] needs to remove the charge for $752 from my account and issue the check for $56 that I am owed. They need to also seen a billing statement reflecting a balance of $0 to my address on file.

Business

Response:

Cox spoke with **. [redacted] on 7/15/13. Cox is further investigating this complaint and will follow up with **. [redacted].

Review: My fiance and I were having issues with our computers connection to the internet. We spoke to both the [redacted] and [redacted] about the connection issue, and they respectfully advised that we call our service provider because the message we were receiving was a proxy issue.

COX Tech Solutions

Number: [redacted] TEC SOLV

HOURS/NOTES: 24/7 Help Desk for subscribers with a Cox Tech Solutions Account

The description provided on the website is as follows:

Cox Tech Solutions is a premium support service providing round the clock technical assistance, training, and advice beyond your included COX High Speed Internet support. Remote Assistance is available by phone and over the internet.

Later in the description of the service it states that premium technical support services include: resolve home connectivity issues

At 1926 on 21JUN14, I called and spoke to a woman (she did not provide her name) about the issues we were having. I informed her that my laptop, two [redacted], and two [redacted] were both connected to the internet, but my fiance's computer was showing connected, however when he went to get on a website would give him the message that he was having a proxy server and to contact his network administrator. And this is where the issues started:

1. The tech representative was having a conversation with someone else in or near her work station - laughing and carrying out, and had me repeat myself numerous times in order to understand what I was saying.

2. She persistently kept telling me that I should just go get a new computer and send in my warranty.

3. After 35 minutes of hearing my tech support representative laugh and carry on in my ear with another woman she told me the following:

"(haha) To be honest ma'am, I'm not that great with computers. I'm using the same prompt help screen provided on the COX website, but that didn't seem to work, so I've been using [redacted] to see if I can resolve your issues. (haha), and now that I've provided to you the disclaimer that I am not that knowledgeable on computers, I don't know how else to help you, except just return your computer and use your warranty."Desired Settlement: This type of customer service is not only inappropriate but completely disrespectful to the consumer. I pay a substantial amount of money to COX Communications every month (for the past 3 years), and I deserve to be treated like a valued customer. It's unfortunate that in the current location I live another service provider isn't available, otherwise in my remaining two months of residing in this location I would make the effort to switch. Thankfully, I am moving, and I will be switching to [redacted]. Big companies like COX Communications may be beating out the smaller businesses, but their customer service is appalling, negligent, and pathetic.

The COX Tech representative at the minimum should be counseled/written up for her behavior. I don't deserve to be laughed at and treated like I'm an it. I also didn't appreciate her carrying on a conversation about something they were watching while she is supposed to be assisting me. I was polite and did not express my frustration, however after much discussion with my fiance, we both agreed that 35 minute conversation was a waste of our time and insulting.

I'm not sure what this complaint will actually do, but the community needs to be made aware that there is a possibility of this happening to you - so don't waste your time.

Business

Response:

Cox Tech Support Lead spoke with [redacted] on 7/7/14. [redacted] confirmed that her services are working correctly, however, she was not happy with the support she received from the previous customer service representatives. Cox apologizes for any inconvenience this issue caused and feedback has been sent to Management regarding her experience.

Review: I moved out of the address listed and my daughter moved in and took over my lease she had a cox service man coming out to give her new service so she said she would just give the modem box to him well they came out and started her service and I was with her on dec 20th when the two men came out one called [redacted] and now cox is charging me for the miss placed modem and wheni asked to speak with the service man who came out to my house the told me they had no way of calling [redacted] but that theywould email him the manager wouldnt even help me and didnt seem to care that one of their employees could be stealing from their company I told him [redacted] took the box and said he was going to gomake sure my daughters modem was working and if there were any problems hed come back but if there werent he would just leave so he left with my modem and didnt give me a reciept for the modem and they have my name spelled wrong on my bill its [redacted] not [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want them to credit my account for the modem and any late fees I personally think for the hassel they should have to credit the whole bill

Business

Response:

This complaint has been sent to the Cox Arkansas system to contact customer and address the complaint.

Review: I live in [redacted] Community. I am paying 55 dollars a month for basic and extended cable for Cox cable. In addition I pay a seperate cox cable bill which totals to about $163.00 dollars a month. I went on Cox cable website to check if I was being over charged and I am. I used my previous address which is 2 blocks down to act if I was ordering service. The fees came to the same amount. I have worked for another cable provider and we had different billing and sales practices for those that lived in cable ready communities. I have filed a complaint with the FCC because someone is getting double paid and it is absolutely unfair. My community is paying 55 dollars a month and what should happen in proper billing is that [redacted] is to pay Cox cable the 55 dollars. and we are creditted for our services. I have been paying double cable bill nearly 2 years now and I cant afford to be paying over $210.00 for cable services. This community should not be acting like this at all. Someone need to face the music.Desired Settlement: I would like to be refunded $ 825.00 dollars that I have been paying to [redacted] or Cox Cable because they are both getting paid for services that only one need to be paid for which is Cox. I have also filed a complaint with FCC regarding this business practice of double paying. There need to be special billing for customers that live in Cable Ready Apartments. Next I will file a lawsuit.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Good Afternoon,

I am writing you all because Cox cable contacted me directly. As a consumer I thought I was not going to be dealing with Cox cable until you all had resolved the issue. I was kind enough to contact them and the thieves that they are continued to justify there reasoning with double charging me [redacted] make their tenants pay for basic and extended cable for cox and then we turn around and pay for packaging that includes those services any way. . The person that contacted me from Cox Cable is [redacted]. He was rude and terribly unprofessional. I had to discontinue the call as this person was absolutely unkind and absolutely rude like the customer service agents and supervisors that I have dealt with regarding this account. I am in the cable business and been in it for more than 10 years. I have worked with two of the largest in the industry over Cox.and this is not how we handle business. I am going to continue my complaints to the FCC and possibly my local senate/cable commission if I have to.

Regards,

Business

Response:

Cox researched [redacted]'s account and his billing statements going all the way back to when service was installed (March 12, 2012). Cox confirmed that **. [redacted] has never been charged for Basic & Expanded tv service on his Cox billing statements. Cox has left a message for **. [redacted] to discuss these details.

Business

Response:

I explained to **. [redacted] that Cox is not charging him for Basic & Expanded tv service and it is also documented on his monthly billing statements from Cox that there is no charge for the Basic & Expanded tv service. I attempted to explain this to **. [redacted] and he felt that I was being rude and unhelpful. He ended the call that Cox was not supposed to contact him, however, contacting the customer is an important part of the complaint handling process. Again, since the date of service installation, Cox has not charged **. [redacted] for Basic & Expanded tv service.

-[redacted]-

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

I am working with [redacted] Properties and discussing this matter for moving forward to either to no longer carry Cox as a provider for all residents. I am working with Cox Cable Account Manager who handles the Bulk Accounts and specialty accounts. Yesterday, I reached out to the property management and I was told by the management that Cox was not to charge me the excess of charges. Cox has not diligently identified this account as a Bulk account and [redacted] did not properly research the account. As a customer I should not have to go through back end to get quality service. As a representative for Cox cable [redacted] was not in no way friendly and did not act in a role of a customer advocate. He acted more as in a Judge. My money comes to the business he works. My money does not. As I explained to my property manager when I move from the property I will make sure that I do not move in the area where Cox cable is a provider. The quality of customer service is absolutely tinged with poor behaviors and jumping the gun before fully investigating the issue before making judgment.

Regards,