Cox Communications of Northern Virginia

Review: They ran a new cable thru my front yard and damaged my property. I have called them 4 times.(7/14, 7/17, 7/22, 7/23, 7/24) Each time they state I will be getting a call back within 24 to 48 hours. Each time no one has called.Desired Settlement: They need to come back and restore my lawn to how it was prior to their work. They need to repair the sidewalk, a section is currently 2 inches higher than the rest of the sidewalk.

Business

Response:

Cox contractor completed the restoration work on Tuesday July 29, 2014.

Review: I used to live in [redacted] VA, On November 1, 2013 my leased expired and I called COX communications and canceled my service and returned there equipment. I am continuing to be billed by COX, I can send a copy of my lease to show it ended Nov 1 and also can send a copy of my current license which shows my address is in [redacted] and COX isn't available where I live.Desired Settlement: Remove the billing for the month of November 2013 and December 2013

Business

Response:

Cox disconnected the customer's account on 12/3/13. Cox backdated the disconnect to 11/3/13, prorated credits were applied to customer's account and the final balance due is $182.36

Review: I am paying for an internet connection that is supposed to have a speed of up to 20 Mbps download. For MONTHS this connection has been intermittent. Daytimes our speed is good and within the specified range, whether we go through a router, direct through a modem, or whatnot. But in the evening, starting at about 8 or 9 pm our connection would intermittently go on and off, slow down and speed up, and speedtests show that we barely even reach 8 Mbps.

When we call tech support, the first thing they do is ask us to connect directly to the modem.

If I do that, without a doubt the connection speed will go up.

Then they will have the option to tell me that it's because we are going through a router, etc., and yadayada, but that as far as [redacted] is concerned, they did deliver the speed being paid for.

While they may be technically correct, the ridicuousness of the situation boils down to "if you want the speed you are paying for, then connect directly to the modem, and if you need to have more than one computer, then have a different high speed account for that extra computer and an extra account for every extra computer".

Which beats the purpose of the technology from the get-go, which is, high speed be it directly connected to the modem or going through a router.

They NEVER EXPLAIN THIS AT THE BEGINNING OF A SALE: THAT IF YOU GO THROUGH A NETWORK, OR A ROUTER, OR HAVE A WIRELESS CONNECTION, THE SPEED WILL DEGRADE FROM THE SPEED YOU WOULD GET IF DIRECTLY CONNECTED TO THE MODEM, which then poses options to the customer.

And yet they continue to collect the amount for the speed we are supposed to be getting which we are not getting.Desired Settlement: [redacted] has a combination router-modem which I would like installed at a discounted price and a guarantee that if the speed degrades it will degrade no more than 25% of the promised and billed speed, with minimum loss of packets, and minimum jitter.

Business

Response:

Cox spoke with [redacted] on 4/10/13. Cox offered to schedule a service visit to further investigate the internet service issues but [redacted] does not want to schedule a service visit because he's going to switch to dsl internet service. Cox again offered the service visit but [redacted] does not want a Cox tech to go out to his home.

Review: I cancelled my services with Cox Communications in the beginning of October due to moving out of the state. Prior to cancelling, I confirmed with a representative on the phone that I owned all of my internet equipment and that I did not have to return anything to Cox. A note was made on my account previously that I owned the equipment.

After cancelling my services, paying my final bill, and moving out of the state. I received a bill for $85.86 for equipment charges. I have called Cox's customer service line multiple times to get this issue resolved. Three different representatives assured me that the charge was a mistake and would be corrected. This includes a manager at Cox, [redacted] (employee number [redacted]). Today when I called again, as the charge still has not been removed, the representative on the phone told me that Cox owns the equipment and that it must be returned or I must pay the $85.86 charge.

I have never paid rent for this device and there is no documentation on any of my bills stating that Cox owns this device. There is a note on my account that I own the equipment. Cox is trying to charge me for something they do not own.Desired Settlement: Remove the charge of $85.86 from my account and close it out. Cox representatives have already acknowledged my ownership of the equipment.

Business

Response:

Cox spoke with the customer on 12/3/13, as goodwill Cox applied a $85.86- credit to her account. The account has no further balance due and the account has been closed.

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.

Regards,

Review: We recently moved from New York to [redacted], Virginia. When setting up services, we were told by a Cox sales representative that we'd be getting the "standard" TV/Internet/Phone bundle" that includes "all the basic features" including nationwide long distance phone service. We specifically asked for-and were explicitly told-that the phone service included incoming and outgoing calling, nationwide, within the flat rate. This is obviously something a customer would want to know if they are moving to a new region of the United States where if/when they were to be using a landline calling friends from back home, it would certainly be calls outside of the local [redacted] area code, and thus billed as "long distance" if not included in the phone service package.

At the point of sale, the Cox representative assured us this was included "as is in most basic packages you'd see" when in fact, on our most recent billing statement, we have $40 of charges for "long distance calling" outside of the local [redacted] area code. When calling and spending over an hour on the phone with them, some of which I recorded, they refused to acknowledge their mistake at the point of sale, and refused to credit the $40, saying the calls made are "valid on your bill." Even though we argued that since we have cell phones, if we had known outgoing calls outside of our local area code in Virginia (being that we have only been living here less than two months, don't even know anyone yet in this area code), we would just use those, and would never use the landline knowingly and purposely charging ourselves for no good reason--they still refused to offer a credit, and eventually offered to add the long distance charge, or $20 credit. I explained that had we known what we know now, we'd never have set up the service, to which the service representative replied "the charges and calls are valid on your bill. Is there anything else I can help you with today?"Desired Settlement: $40 credit to the account.

Business

Response:

Cox followed up with the customer on 7/25/13 and applied a credit for the disputed long distance charges.

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: I have been having problems with Cox Communications internet service for at least three weeks now. We only have internet service at our location and no TV cable service. There has been 4 technicians sent out by Cox to try to fix the issue. Each time they leave and say there is no problems they can find and then the internet usually stops working shortly after.

Cox also charged us $69.99 for one of the technician visits but they have said they issued a credit to the account for this amount.

Now I have signed up for Cox Business Class service because I do work from a home office here. Cox told me that if I want better support that I would need to pay more for business class internet service.

It has been going on close to a month now and the internet keeps going out which is effecting my ability to work from my home office. I have spent countless hours on the phone with Cox tech support and every time they tell me nothing is wrong on their end.Desired Settlement: I have done my own testing and troubleshooting since I work in IT. I used a free tool at the website: [redacted] and it came back with the test results saying: "You DNS resolver returns IP addresses for names that do not exist."

This shows that there may be issues on the end of Cox that is causing problems.

The outcome I would like from this is that Cox investigates deeper into the issue to fix the problem so that the internet service does not keep going down.

I would also like a refund for the last month of service cost because we have been extremely inconvenienced and feel strongly that the service we are paying for has not been delivered.

Business

Response:

Cox spoke with the customer on 8/19/13. **. [redacted] confirmed services have been working well after the installation appointment on 8/16/13. Regarding the charges on customer's previous account, Cox applied a credit on 8/14/13 to cancel out those charges.

Review: I will start this off with the disclaimer that I dislike this company greatly. I have had more calls into billing, tech support and more reps at my house than I would ever desire. It is generally the same run around that results in me being annoyed, agitated and my problem is generally still unresolved. This situation is no different.

I contacted Cox Customer Service, 4/25/2014, in regards to a billing issue, specifically focusing on the sudden increase in billing charges. The representative informed that the discount I was receiving would be expiring. I inquire as to what will be the new charge and he informs me that is about $73 before taxes. When I ask why is the charge so high, he informs me I have been paying for the Premier package, however, I am receiving nothing close to the speeds associated with this package; 50Mbps (down) 5 Mbps (up). He went on to explain to me that the reason for this issue is that I would need the 3.0 modem to receive the speeds of this package but I currently have the 2.0. This has been the case since I signed up for internet. So I began questioning the Rep in regards to Cox charging me for a package that upon signup they knew my hardware would not be able to support. I am only getting 10-15Mbps on a normal day, nowhere close to 50. The Rep even remarked that this was an unethical practice but there is nothing he can do. I find this to be outright absurd and unethical for Cox to charge me for services that they knew I would never come close to receiving and expect me to pay more to continue to not have these services. This type of practice is habitual with Cox in this area as they know there is no competition. As a consumer you're essentially held hostage if you want cable/internet services.Desired Settlement: I want the billing issue resolved regarding payment for services Cox knew I would never receive.

Business

Response:

Cox spoke with [redacted] on 5/7/14. An appointment has been scheduled for 5/10/14 to replace her modem with a [redacted] 3.0 modem. The new [redacted] 3.0 modem costs $89.99, however, Cox will be providing the new modem to [redacted] for free, there also will be no charge for the technician visit.

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: My complaint is actually is multi-fold and my desired outcome is more than finishing the job.

1) There has been an unburied cable in my yard for over a month and half. I have contacted numerous times and had no resolution to the issue.

2) Recently I received a bill with one time fees exceeding $50, I assume which is a connection fee or something like this. This was never disclosed to me, and I never agreed to it. I have not had a chance to follow up on this billing issue, but figured since the company has been unable to resolve burying my cable after I called numerous times, I would bundle my complaint here.

3) It took about five hours for my service to be installed. My family was visiting, and we wanted to do things together. Instead a cable installation person was hanging out in my house for many hours. It was strange and awkward and wasted our day.Desired Settlement: I want my cable buried. I want any one time fees that were never authorized, removed. And I would like additional credits for inconvenience and unslightly appearance of having a cable running across my sidewalk and yard, impeding lawn mowing, for almost two months. I want a substantial credit for this terrible service.

Business

Response:

Cox spoke with **. [redacted] on 8/14/13. **. [redacted] confirmed services working well since install. Cox confirmed all install charges have been credited. Regarding the drop cable needing to be buried, there was a delay because Cox needed a permit to do the work in the Town of [redacted]. Cox has received the permit and the drop cable is scheduled to be buried on Friday 8/23/13.

Review: WE LIVED IN [redacted] AT [redacted]. WHEN WE MOVED OUT APRIL 1, 2013, WE RECEIVED A BILL FROM COX FOR 45.16. APPROXIMATELY 2 WEEKS LATER, WE RECEIVED A BILL FROM THEM FOR 188.28 STATING THAT WE HAD MISSING EQUIPMENT. WE HAVE CONTACTED COX AT LEAST 6 TIMES SINCE THIS INCIDENT AND HAVE RECENTLY RECEIVED A LETTER THAT THIS ACCOUNT WAS FORWARDED TO COLLECTIONS. DURING OUR LAST CALL TO COX, WE WERE ADVISED THAT THERE WAS A PROBLEM BECAUSE NO PAYMENTS WERE BILLED MONTHLY FOR ANY EQUIPMENT AND IT WAS LIKELY AN ERROR THAT THEY WOULD INVESTIGATE AND CONTACT ME WITHIN 2 WEEKS. THAT HAS NOT HAPPENED NOR HAS ANYTHING BEEN RECEIVED BY MAIL. THE ROUTER/BOX IN QUESTION IS A BOX THAT WE PAID CASH FOR DIRECTLY TO AN AGENT WORKING IN THE COX CENTER IN [redacted], VA. WE HAVE REQUESTED THAT THEY CONTACT THE MANAGER AT THAT BRANCH TO DETERMINE WHAT HAPPENED TO THE MONEY AND WHETHER THE EMPLOYEE KEPT THE CASH WE PAID AND JUST GAVE US THE BOX. I'VE CALLED THE CENTER DIRECTLY AT THE NUMBER PROVIDED ABOVE AND LEFT A MESSAGE TO RETURN MY CALL AND NO RESPONSE HAS BEEN RECEIVED TO DATE. I AM REQUESTING ASSISTANCE OF FAIRFAX COUNTY CONSUMER DEPARTMENTS IN GETTING THIS RESOLVED. WE HAVE PURCHASED ALL EQUIPMENT AND AM SURE THAT IF COX WOULD INVESTIGATE, THEY WOULD FIND THAT THE EMPLOYEE WHO PROVIDED US WITH THIS PRODUCT EITHER KEPT THE MONIES WE PAID OR MADE AN ERROR WHEN ADDING THE BOX TO OUR ACCOUNT. PLEASE PROVIDE ASSISTANCE AND LET ME KNOW IF THERE IS ANYTHING THAT I CAN DO TO ASSIST IN THE PROCESS.Desired Settlement: I WOULD LIKE ALL COLLECTION ATTEMPTS TO STOP. I WOULD LIKE COX TO SETTLE THIS ACCOUNT FOR THE EQUIPMENT AND PROVIDE A FINAL BILL FOR SERVICES ONLY SO THAT THIS MATTER CAN BE CLOSED.

Business

Response:

Cox followed up with the customer on 5/30/13. Cox has applied a credit for the disputed charges and informed the customer of the final updated balance due. Customer was satisfied with the resolution provided by Cox.

Review: Costumer Service

[redacted], VA 20171

Dear Madam/Sir,

Reff: [redacted]

Account number:

I am writing to complain about the mistreatment of con administration, and asking to waive the penalty of contract cancelation.

In December 8th of 2013 or around that date I signed a contract for service in your office in [redacted] VA.

Your agent informed me that I will be connected to the service 1 or 2 days. But they did not come. When I called they told me that the technician did not show! They apologize and asked to reschedule for another time, on Monday the next week.

On Monday nobody showed. I called claiming that, by mistake no body put the service on the technician schedule. and again they apologized and asked to reschedule for Wednesday or Thursday. I was very upset and angry for not having telephone service, TV, nor internet for almost one week. I could not do any of my work. They promised to compensate me on this repeated failure.

At that moment, I felt that the service was not to my satisfaction, thus I informed Cox agent that I am not interested in being on the contract for 2 years, and I would prefer to have a service without a commitment.

Later I start to get extra charges for telephone service and for cable TV and asked to cancel the Cable TV and telephone service, but asked to keep my internet.

As a result they send for me a bill charging my account of $250 as contract cancelation, despite that fact I explained to them that I canceled my contract during the 30 days I am allowed to do.

The agent replied that the cancelation does not appear in the system.

I have been a Cox customer since 2009 and have never had any problems.

Please positively consider my complaint and waive the unfair cancelation fees from my account.

Thank you

**. [redacted]

Business

Response:

Cox spoke with **. [redacted] on 11/22/13. As goodwill, Cox applied a credit for the Early Termination Fees charged to **. [redacted]'s Cox account.

Review: We suffered sub-par signal strength for Internet and fuzzy reception on a few of the televisions the entire time [redacted] provided us with their service. When our cable was installed, the technician was at our home for almost 5 hours trying to get everything connected. He struggled with signal strength and when he finally left, our phone service worked for the first 5 minutes, then didn't work at all.

I called technical support and the representative measured the signal strength coming in and said it was extremely high. She scheduled an appointment for a technician to visit the next day. In the meantime, I told her that our Internet signal was terrible. She advised us to upgrade to a higher bandwidth; it did little to improve our signal strength.

When he came out for the service call, the technician informed us that the phone modem was damaged. He replaced it and we had a dial tone. We asked him about the internet and he said the signal was too low. He adjusted it and we were able to watch [redacted], but only one device could work at a time. I couldn't download an SD television program from [redacted] without a timeout error. I had to go to [redacted] and use the free wifi to purchase programs from [redacted]! We wrote this off to being "spoiled by [redacted] Internet" until we discovered that our friends had a lower strength of [redacted] Internet and they could watch [redacted], play [redacted], and check email at the same time.

Meanwhile, my daughter's television and the TV in the guest room were always fuzzy. Both technicians said that we needed to pay to have a coaxial cable re-run. Both Televisions are working properly now. Therefore, I believe the interference caused by the improper installation is to blame for this issue as well.

Eventually, my husband couldn't take it anymore and just had [redacted] come out and reconnect our Internet service.The [redacted] installer told us that our [redacted] service had been connected improperly. They had used our previous fiber optic cable to connect the [redacted] service! It was a mess and explained why our service was so poor the entire time. When I called [redacted] to adjust the bill (since I discovered there was a legitimate reason our service was inferior) they refused to acknowledge there was an issue with our service or attempt to rectify it--claiming they would not take their competitor's "word for it" that our service was improperly installed.Desired Settlement: Credit for 2/3 of the Internet charges and 1/2 the cable television charges.

Business

Response:

Cox spoke with [redacted] on 3/19/13. Cox apologized for the service problems she had an offered to apply a partial credit for the final balance due on [redacted]'s account. [redacted] accepted the offer and Cox applied the credit today, Tues 3/19/13.

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. I spoke with [redacted] via phone today and he was kind enough to apologize for the service and offer a fair settlement that took $200 off my final bill.

Regards,

Review: I have been a loyal customer of Cox communications for many years. They are my internet, cable and phone service provider. Although, I have continuously paid their astronomical rates for their services, cox has consistently failed to provide adequate and uninterrupted service. Additionally, I have wasted enormous amounts of my personal time dealing with their customer service, which has literally ignored or lied about providing acceptable solutions. I would not recommend their services to my worst enemy.Desired Settlement: The truth and complete retribution.

Business

Response:

Cox has been following up with [redacted] to address his service complaints. Cox network services team completed a service visit on 8/5/14 to further investigate [redacted]'s service complaints. Cox has also applied credits to [redacted]'s account in the months of June, July & August. Cox will continue to follow up with [redacted] until his complaints are resolved.

Review: I had service through Cox communications at my previous home for nearly 2 years. Due to their prices, and less than helpful customer service when I had contacted them with proble** during that time period, I elected to choose a different service provider for my new residence. I called Cox, cancelled the service over the phone, and was given instructions on how to return the equipment, as well as a list of ite** which needed to be returned. I also provided my new address at that time, even though I was signed up for electronic billing which came directly through my bank to my bill pay service. They advised that I would have 5 business days to return the equipment or risk additional charges. The phone representative also advised me to be certain I saved my receipt as I might need it in the future. Had I only realized what ominous foreshadowing that advice would be.

I gathered up the equipment, and two business days later schlepped it to their local office, waited in line, and eventually returned the equipment. While there, I again confirmed that they had cancelled all service. The customer service representative indicated that yes, they had. I then asked her to confirm that she had received all of the equipment which needed to be returned. She looked up the account information as I waited, and again confirmed that they had received everything, that the account was closed, and that I had already paid the balance in full, so no further charges would be due.

Fast forward about 3 weeks. I received a phone call on my cell phone from a toll free number. Upon answering, I was shocked upon hearing and discovering that it was Cox Communications calling with an automated call stating that my account was past due. Please keep in mind that I had not heard anything from them since the in person confirmation that they had received everything and that the account was closed with nothing further being due. I immediately pressed the appropriate button to speak with a representative. Simultaneously, I logged in and looked up my online account information, which again confirmed that I had a zero balance. Upon reaching a representative, I was advised that I couldn't have received a past due notice as I had a zero balance on my account. The representative did, however, tell me that my account had an equipment charge on it which would be charged the following month. Very confused, I asked for additional information and explained the process as noted above. The representative told me that the equipment charge ($63.60) was for a missing cable box. I reiterated that there had been three cable boxes, and that all three had been returned, and that I had the receipt showing that. The representative apologized, and stated that having a receipt didn't matter unless the numbers matched up, but that they often misplaced things, so she would have an equipment trace placed on it. She advised that it would take 72 hours to do that, but that she was sure that they would find it, and that the charge would be removed. Feeling rather frustrated by the entire process, I nonetheless thanked the representative after she assured me that someone would call and confirm the results either way.

Eight days later, I had still not received any follow up from Cox. I again called them, and was again told that there was a trace in process, but that it was not yet complete, but that I could do a second one (which of course would only take 72 hours). I declined and asked that if that were the case, then would they have definitely have completed their trace within the additional next 2 days (given that 8 had already elapsed). She said yes. Irritated, I told her I would wait for the outcome of their trace, but felt compelled to share how frustrated and irritated I was over their business practices. At that point, I was advised that it is always their practice to flag people's accounts as past due if there is an equipment charge on it - something which I still find mind-boggling - how do you flag someone as past due when you haven't billed them, and you aren't even sure that the amount is due as it is "being researched"?!?!?

The next day, I received yet another automated call telling me that my account was past due. I again logged into my account online while waiting for a phone representative. This time, there was at least a bill showing up (dated June 21, due July 13) for the $63.60 equipment charge. Upon reaching a representative, I went through the whole saga yet again, explained that I was very unhappy, and that I was tired of dealing with this ridiculous process. She looked up the information and told me that now it wasn't a cable box which was missing, but rather some other type of equipment (she wasn't ever even able to tell me what it was, although she was able to give me a serial number). At this point, I was beyond frustrated and irritated, and threatened to file a Revdex.com complaint if this matter was not resolved. I explained to the representative that I understood that she would not be likely to help me, and requested that she escalate my call to a supervisor. I reiterated all of this information to the supervisor, who was exceptionally rude, told me that I should just pay the bill because I owed it (even though no one was ever able to even articulate what this amount was actually for!).

Feeling ready to scream, I hung up, and started to issue a Revdex.com complaint at that time. In talking with my husband though, he pointed out that realistically, that process was likely to just cause me additional irritation, and that for $63.60 I should just save myself the overall frustration. Grudgingly, I allowed myself to be convinced to do so. I logged into my online bill pay (only to discover that Cox had stopped it, and further research lead me to the realization that they had also changed my billing address back to the old one, and changed my email address to a cox account (which prior to that hadn't ever been used), and issued a payment to Cox Communications for the $63.60 to be paid through [redacted] on June 30th. This was well before the July 13 due date, however I was informed that the harassing phone calls about my being past due (in spite of my not actually being past due) would continue until they had received payment in full.

On June 30, the payment to Cox Communications from [redacted] on my behalf was deducted from my bank account, and according to [redacted], was received by Cox Communications.

On July 1, I received yet another phone call from Cox about my account being past due, however knowing that I had already paid this amount, I ignored the call rather than wasting another hour of my life in my attempt to resolve this.

On Saturday, July 5, I received a letter from [redacted] of [redacted], VA advising me that that they had been retained by my creditor, Cox Communications, to collect a past due amount of $63.60. I have tried to contact this collections company, however their offices are closed. I am furious.

Just to recap the timeline of events:

Account closed, new address given

All equipment returned, confirmed as returned, verification that the account was closed and paid in full

Collections call from Cox begin

Representative advises that a cable box is missing and that my account is not past due. Issue will take 72 hours to investigate.

Eight days later, still no response, I initiate additional follow up.

72 hours should have really been 10 days.

Oops, it wasn't really a cable box, now it is something different which is missing, but no one can advise what the missing item really is.

June 30 - Defeated, I pay the bill (not due until July 13) in full for the equipment charge which I still doubt the validity of.

July 1 - more collections calls.

July 5 - Receipt of letter stating that on July 1, account was turned over to an outside collections company.Desired Settlement: I feel that there have been so many abuses in my case alone when it comes to logic and billing practices that I am appalled to know that I have ever done business with this company. Be assured that I will not *ever* make that mistake again in the future. I would like a change in their policies regarding closed accounts, and equipment charges. Chief among them, to cease their threatening and bullying tactics, and treating people as past due deadbeats when that is not the case. If my experience, and the information from one of their representatives is correct, they make it a regular practice to do this to every single customer who leaves their service. Additionally, I would like a formal written letter of apology (not a form letter which I am certain they have on file given their ridiculous practices). I would also like written confirmation that my account was not ever past due, that they have contacted [redacted], and confirmed with them that the account is not, and was not past due, and that all collections activities have been ceased entirely. I would like a letter from [redacted] stating this as well.

Business

Response:

Cox spoke with **. [redacted] on July 9, 2014. Cox apologized for the account issues she experienced and Cox confirmed that her account was not past due. Cox followed up with their collection agency on July 9, 2014, [redacted], and they confirmed that **. [redacted]'s Cox account has been closed out and it did not report to her credit. [redacted] mailed a confirmation letter to **. [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:

Review: I am currently trying to cancel my account with Cox Communication. I have called a number of different Cox phone numbers without any help. I have been calling the local branch ( since that seems to be the number I need to call in order to cancel. The first time I called I navigated through the electronic answering service and chose the option for cancelling my services; I was on hold for 20 minutes and hung up. I called a second time and chose to go directly to customer service; I was only on hold for 9 minutes before a rep came onto the phone but then transferred me to the cancellation dept where I remained on hold for another 30 minutes. I went online and began a "chat" with a Cox rep named [redacted]. but he was unable to help me and stated that he was unable to cancel my services through a Cox Chat. [redacted] did give me another phone number, ###-###-####, which I called and was put on hold again for another 11 minutes before I spoke with [redacted] who told me that she was going to transfer me to the Retention Dept and that it would only be a 1-2 minute hold ...where I was put on hold again for another 10 minutes before I hung up.Desired Settlement: I would like to speak to a representative about cancelling my Cox internet account.

Business

Response:

Cox spoke with the customer on 6/4/14. Cox disconnected the customer's account as of 6/4/14.

Review: Unauthorized service fees for maintenance required due to a failed Cox device, made worse by exceptionally poor customer service.

Our cable box ($8.50 a month) failed, after having malfunctioning for several months (there was a previous, unbilled service call for the same box; they failed to replace it). When contacted regarding the total failure of their device, Cox scheduled a Service Call to replace the item, and failed to inform us their would be a service charge of $69.99. We found out about the charge via our monthly bill, and our surprise was exacerbated by a less than helpful customer service rep, whose options for addressing this issue were 1) pay the bill and keep the service; or 2) drop the service, and pay the bill.Desired Settlement: Service charge must be removed from our bill.

Business

Response:

Cox spoke with [redacted] on 8/19/13 and applied a $69.99- credit to cancel out the service call charge.

Review: I have several complaints about this organization. First of all I got a pricing increase last month in the amount of twenty dollars, I called and spoke a to a representative who said they lowered it to what it originally was. Then this month it went again another 40 dollars. I feel this first representative should have corrected this. I proceeded to call the company to see what could be done. No effort was made to correct this mistake on their end. I asked for a manager from [redacted] and he failed to provide me one. The service was of poor quality and worked infrequently. All representatives I talked to during this did not seem to care I was upset and acted as though it was fine to charge me more money without a notice or anything.Desired Settlement: I would like to not have to make any more payments to this company, my secodn to last bill was 139 and have yet to receive final bill.

Business

Response:

This customer is in the Cox [redacted] Arizona system. This complaint was sent to Cox Northern Virginia in error. The complaint has been sent to Cox [redacted] Arizona for follow up with customer.

Review: [redacted] Communications came to home my home to install internet and cable tv. The first visit was a an unskilled contractor who fell through my ceiling while trying to install internet. This resulted in damage to my ceiling. The resulting 5 appointments did not restore the ceiling to the previous appearance. Need manager to call me. I also hired [redacted] to install TV cable. Another contractor left holes in my wall and his screwdriver was left in the wall. Wiring was not done to satisfaction. Have called [redacted] and spoke to at least 10 people and have had no one call me back.Desired Settlement: I plan to hire a general contractor to fix the numerous holes the walls. I also need attic insulation replaced. I need walls patched and repainted. Also need ceiling to be patched and repainted. This must be done at [redacted] expense by a licensed contractor.

Business

Response:

Cox Management is following up on [redacted]' complaint.

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 have placed over 20 calls to Cox Communications and have not heard back from anyone in management.

Please contact me as soon as possible. I am interviewing contractors to fix the damage to the ceilings and walls.

Regards,

Business

Response:

Cox Manager left [redacted] a message this afternoon (6/25/13) requesting she call him back to further follow up on her damage complaint.

Review: I contacted [redacted] in December 2012 to arrange termination of service in my name. The person I talked with sent an email that I had to reply to so they would have record of my termination order, and so that they would have my new address and phone number. I had [redacted] set to auto-bill a virtual MasterCard account each month. I checked and saw that they had billed for December, so I cancelled the account associated with [redacted] as our business was done. The only lose end was that someone needed to contact me to tell me where to return the modem.

Later in December, [redacted] tried to bill my credit card a second time. Of course it failed this time because the account was closed. What should have happened at that point is that they should have contacted me at my new contact information provided. Instead, they tacked a $50 penalty to the bill and sent it to the old address. I did not get it until January, when I called and tried to straighten out the error. I went back and checked and see that they billed for October, skipped November and then tried to bill twice in December.

After seeing what happened, I wrote a letter to [redacted] Business [redacted] and remitted the $56 for December that they did not receive when they billed late to a closed credit card account. Instead of trying to resolve the problem, they simply turned it over to collection. I did not get an acknowledgement of my letter and they have not yet cashed my check.

The collection service has inflated the total with a mystery line item for $33.60, a charge for the modem that they will not tell me where to return, and penalties and fees, now totaling $139.80. I have no intention of caving in as a victim of [redacted] s sloppy business practice and will pursue this in court if it becomes necessary.Desired Settlement: 1. Cash the $56 check for December service they late billed, that they are entitled to.

2. Tell me where to ship their modem

3. Zero the account and cancel the debt collection activities

Business

Response:

Cox Business Manager is working with [redacted] on resolving his complaint.

Review: Originally when I subscribed for Internet service company policy was required tv services as well. Upon my move to a new home policy was changed and I was not told I was no longer required to have the tv service however salesman did not inform me that the tv service I was not using (I had directv for tv service) was no longer required. For the past roughly 7 years I have been paying them for a service I have never used in my current home. I have over paid them about $25 a month for 7 years which is a lot of money. They claim the only thing they can do is offer me a $150 credit. I feel this is very unfair.Desired Settlement: Refund of money overspent due to salesman telling me incorrect information about current policy when I move homes

Business

Response:

Cox Account Services Lead spoke with [redacted] on 1/25/13 and discussed his complaint. As a goodwill gesture, Cox applied a 6 month credit for the cable service charges to [redacted]'s Cox account.

Review: I am complaining about poor customer service, false advertising and bait and switch advertising.

On the morning of 8/19/2013, I called Cox Communications to determine if I could remove some services from my cable t.v. in order to decrease monthly bill and to get an understanding of the current charges on my bill. I first spoke to [redacted] and was appalled at her response to my questions. She responded in a very condescending and annoyed manner. She appeared to get frustrated with the questions I was asking her. When I asked her to put me through to a supervisor, I held on the line for approximately 10 minutes. Assuming that she refused to forward my call to a supervisor, I called back and spoke to a supervisor, [redacted]. Although [redacted] tried to help me out with explaining the charges on my bill and the services I was getting. She did nothing at the time to remedy the unpleasant customer service I had received earlier from [redacted], besides saying that she would review the call. I received conflicting information about the services that Cox offered from both specialists. Also instead of helping to determine services I did not need, it appeared that they were only ready to offer additional services which would increase my bill not decrease it as I wanted. The phone calls accomplished nothing besides making me frustrated and very unhappy with Cox's customer service.

I then called back to inquire about my charges related to my phone services provided by Cox. This is where I experienced false advertising and possibly bait and switch advertising. The official Cox website stated that for U.S. and Canada long distance services with the Essential phone plan, the charges are $0.05/minute. The specialist stated that that was not true and could only be obtained if you purchased a $4.95 plan which would reduce the charges per minute to $0.05 but without the additional plan, the per minute was $0.18. The specialist stated that she could not find the page that I was looking at and stated that the charges that I was quoting from Cox's official website was not true. I told her that it also did not state that you have to purchase a $4.95 plan to get the reduced charges nand told her that this was misleading to a customer. She stated that the page was different on the desktop computer then the tablet. Also, I was told that I had the Premier or Preferred calling plan on my phone and I asked her what services did that include. She gave me a list of services, which included voice mail (which is also advertised on Cox's official website as being included on this plan). When I told her that I was not taking advantage of this service and that I wanted it, she stated that it would increase my bill by an additional $2.00. I questioned why would it increase my bill if I am already paying for the Preferred Plan which is suppose to include this plan. After conferring with her supervisor, she stated that because of how the service is configured that by adding it (although its supposed to be included in the plan), it would increase the taxes that I pay on my bill. I again questioned that but at this point I was so frustrated with the overall customer service that I received from Cox that I ended the phone call. Overall, I could not get any straight answers about the charges and/or services that I had or that they provided and the charges stated on the website were different than they offered or what I paid. Although I had the Preferred plan I was also charged for long distance calls I made.

I was very dissatisfied with Cox's customer service and am very unhappy with the service I am being provided.Desired Settlement: I would like to talk to someone knowledgeable about my charges and the services that are provided. I think that Cox needs to improve their customer service and have specialists who are trained to listen to the customer and provide answers in a non-condescending manner or like the customer is annoying the specialists. I would like Cox to explain why their advertised charges are different from the charges that are stated by the specialist and charged on the customer's bill. I would also like to be given all the services without an increase to my bill that are supposed be included with the Premier phone calling plan. If not, I would like to be given a refund of applicable charges.

Business

Response:

Cox spoke with **. [redacted] on 8/21/13 and made the requested changes to her account including adding new discounts to her account. Cox completed a follow up call to **. [redacted] on 8/21/13 and she has the contact info for [redacted] if she should need any further assistance.