Cox Communications Roanoke

Review: In March of 2014 I had installed from Cox, television, internet and security. The service failed to operate properly and at one point damaged one of my television sets. The peoblems with the service have been so pervasive and the billing records reflect the same that I have seldom had a regular monthly bill. Billing credits do not mitigate lousy overall service. I was told that after three attempts to rectify problems that I would not be required to pay a early termination fee. When speaking to a company representative I was told I would be assessed such a fee. I have spent approximately 30 hours on the phone or trying to rectify problems caused by this lousy service. Failure of internet service places my family at risk because the security system uses the internet to communicate.Desired Settlement: Removal of the early termination fee. and discontinuance of service on January 9 2015

Business

Response:

Cox Communications files this response in regards to complaint [redacted] . We apologize for the issues our subscriber experienced with cable and internet services. Due to the service issues our subscriber experienced Cox has credited the early termination fees. The total credit amount posted towards the customer’s account was $154.82. On 1/10/15, the subscriber was contacted by a member of the Cox Executive Resolutions team. The member of the Cox Executive Resolutions team informed the subscriber their early termination fee has been adjusted and their monthly billing rate for their Home Security service is $38.17 per month.. Should you have any additional questions or concerns please feel free to contact a member of the Cox Executive Resolutions team at [redacted]

Sincerely,

Cox Executive Resolutions

Consumer

Response:

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

Regards,

Review: In July of this year, Cox started to add a $78.99 charge to our monthly bill of $66.72. My husband and I called for an explanation and were told by Cox representative, [redacted], that when we had Cox phone service more than three years ago at another house, we failed to return a modem before switching cable to this new house. We disputed the allegation and were told by [redacted] to deduct the $78.99 from the bill and he would investigate to see if the modem was in the equipment recovery room, which he admitted does happen sometimes. (We would have preferred someone to check for the so-called missing piece of equipment prior to charging us $78.99 per month on the bill.) [redacted] told us that he'd call with results of the investigation in the next few days. He never called back. Now we have September's bill, that includes an URGENT NOTICE saying that our account is "past due" and to "pay immediately to avoid interruption of service or further collection activity". We called yesterday with respect to this second erroneous bill that has a $78.99 charge added onto it, as well, and Cox representative [redacted] asked if we had the return receipt for the modem. From more than three years ago? No, we do not. And we do not have a Cox modem leftover from three years ago either. We have basic cable and a DVR, for which we pay monthly. Ms. [redacted] checked our account history and told us that [redacted] never ordered an investigation to see if the modem was, indeed, in possession of Cox, but that she, herself, would order the process. She apologized profusely but said she could not remove the charge. It is deeply disturbing that after a history of timely monthly payments for some 13 years since moving back to Roanoke, we would be treated in such a manner, as to threaten interruption of service or collection activity when we are excellent customers and wouldn't dream of pilfering equipment of any kind. We are active senior citizens who pay their bills promptly and we do not steal. We do find it strange that you would contract for service with any customer three years ago, if you believed that they had wrongfully held on to Cox equipment. We certainly don't believe that we did. We do not feel respected by Cox Communications, considering the lengthy relationship that we have had with your company. We believe that your records are in error.Desired Settlement: Please remove the erroneous charge of $78.99 from our account.

Business

Response:

Cox has researched Mr. and Mrs. [redacted]'s account. A Lost Equipment Form was sent to remove the equipment from their account. When the form is approved the amount of the equipment will be removed from their account. Our Collections Dept was advised and Mr. and Mrs. [redacted] should not receive notices concerning the equipment. Thanks, [redacted] ###-###-####

Consumer

Response:

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

Review: It seems that someone at cox.net, or cox communications has access to my account and is preventing me from access to certain websites, to change or update my account information.Desired Settlement: This person's will present to federal prison for 1000 years or pay the sum of $5000,000,000.00.

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. Cox Communications is sorry to learn that our subscriber is experiencing issues with not being able to access certain websites. After further review, Cox Communications records indicate the subscriber has contacted us to report these issues. Additionally, a member of Cox Executive Resolutions attempted to contact the subscriber and left a message with their contact information. Should our subscriber have any additional questions or concerns they can contact the member of the Executive Resolutions team at [redacted]

Sincerely,

Cox Executive Resolutions

Review: I recently moved from a different location in SW Roanoke to the location I am currently residing. First issue arose when I was told I couldn't have service unless I had some one come out and hook me up as the place of residence hadn't had serviced in two years; this was just a way to get more money out of me, as I told them I didn't need someone. They told me I wouldn't have service then. I hung up the phone and called again. This time I spoke to an [redacted] about disconnecting service at old place and connecting service at my new place.. I went out to the location to move into and there was service to the pole The downstairs unit has Cox. This was just a way of scamming a customer to get more money out of them. I moved in and hooked up my equipment to the cable inside and had service; so no one needed to hook me up to Cable or Internet. Then shortly after being in my new place, my ex-landlord contacted me regarding that the new tenant couldn't get cable service because the service was still on in my name despite I talked to a representative at Cox who assured me that my internet service would be turned off on June 30th at the place I was "moving out of" and connected to my new place on July 1, 2015. When I called up Cox regarding this issue, I talked to a [redacted] who told me that since I am a good customer in good standing that he was going to credit my account $20.00 for the lack of apparently not turning the service off when asked to; and also giving me $25.00 for the mix up in this issue. Thus giving me a $45.00 credit on my new bill. I then called later in the day to make sure that this was corrected and I was no longer connected to my old address and spoke to a [redacted] in the [redacted] Call Center who informed me that this notation had been made on my record...and that due to the 30% he gave me that I would owe nothing on my July bill into my new place as well as having cancelled out the modem fee, since I had my modem, and that after all the discounts and 30% off, I would not owe anything for July's payment and that in August I would only owe $21.95 and that come September I would start paying on my regular bill of $46.47 monthly fee for Internet service only. Then last week I get a call from Cox saying I owe them $67.00 (payment for July and now). I told them I wasn't told this by two people which is noted on the file of the problem of not turning my cable off when they were suppose to and giving me a discount due to not wanting to lose me as Cox customer. Since last week, I have written to the President of Cox, [redacted], which I might add, in a prior incident with Cox a few months ago, they were trying to get me to pay for a contract, I never signed. You can't enforce a contract that you sent someone via email to sign if they have never signed it. They had no signature on file of me signing this contract, but they were still trying to enforce the contract saying I owed them $68.00 a month. This company doesn't "ethically" do business in a professional manner. Every person I have talked to at Cox since I moved has told me a different figure that I owe.. When I got a message on my voice mail today (August 11, 2015) from Cox Communication regarding my account, I spoke to an [redacted] who now tells me the amount owed is $72.00! This is just a scam with Cox that they are naming any figure they want to regarding service. No one has told me the "same figure twice" in all my conversations with them. Now it is getting to the harassment state with them with them giving me different figures and threatening to turn off my service.Desired Settlement: I think that it should be left as it was stated to me by [redacted] in the Call Center in [redacted] on July 16th. It was noted on my file when he pulled it up and looked at it that I had [redacted] had given me $20.00 customer courtesy deduction and another $25.00 was taken off due to the mix up of not disconnecting me whether at the pole or in their office on June 30th, when I spoke to an [redacted] who said I was scheduled for a turn off from the old place I was moving out of and that my July bill between the customer courtesy deduction of a good Cox customer in good standing, the $25.00 for the mix up since it was now July 16th and was to be turned off June 30; and returning the modem that it canceled out payment for my July Bill, that the balance after all that and the 30% discount given would only cost me $21.95 for August and that in September my monthly fee will be $46.47 for Internet only (as I had returned the modem as I have my own). If Cox employees who gave me these deductions or percentages off my bill did not have the authority to do so, that is an expense that is eaten by Cox; for not hiring employees who have that authority or know what they are doing. Its is not passed onto a Cox customer. Cox is becoming predatory on customers who they attack regarding service and they are scamming customers. There are other cable companies to get Internet service which is the only service I have with Cox. This is not doing good business in that every time you talk to a Cox representative they state a different figure that is owed. This is "scamming" people.

Business

Response:

We appreciate the customer bringing this matter to our attention. We can confirm that the proper adjustments were applied to the customer’s account as assured by the representatives she spoke to. And thus, the balance reflected on her recent statement is correct. However, due to the misunderstanding that we bill a month in advance, a one-time credit was applied to reflect the $21.95 balance that the customer says she was quoted.

Once again, we apologize for any misunderstanding, and we appreciate the opportunity to respond to the customer’s concerns.

Sincerely,

Cox’s Executive Resolution team

Consumer

Response:

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

Regards,

Review: I would like to make a formal complaint about Cox Cable. December of 2014 I had a virus on my computer, I called Cox Tech Solution, I was told that they guarantee they can remove the virus that was the only reason I agreed for them to clean my computer, the call was recorded. Cox did not remove the virus, I had to get [redacted] to remove the virus. The only reason I agreed is because they Guarantee me they could remove the virus, I have disputed this charge over and over again in the allotted time frame quoted on their web page, I was promised by a Cox Tech agent [redacted] that she would review the call and call me back in 7-10 days, No call from her, I had to call Cox back, this time I spoke to [redacted] and she said it was denied because of all the time the Tech spent.

It is not fair to customers to be charged for a service that they could not accomplish and they guaranteed their work. I have spoken to [redacted] and now [redacted] I asked to speak to someone higher up and was told by [redacted] that there was no one over her. I am disputing the charge of $99.99 and $14.99 monthly charge.

I have been with Cox for over 20 years; I guess loyalty doesn't count for anything with Cox. If they did this to me how many other customers have been treated this way. Cox should not guarantee they can remove viruses when they cannot and still want you to pay. This is UNFAIR and this charge should be credited back to me. Maybe this letter should go to the President of Cox Cable.

Unhappy Customer

[redacted]Desired Settlement: see Attached document

Business

Response:

This issue was resolved with the customer on 1/16/15. A member of the Executive Resolution Team contacted the customer and apologized for the inconvenience they have gone through over the disputed Cox Tech Solutions charges. Due the amount of time they have been a customer the Executive Resolution team member had no problem crediting back all the charges related to Cox Tech Solutions and discontinuing the monthly service. Thank you -Cox Executive Resolution Team

Consumer

Response:

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

Regards,

Review: I moved to a new apartment on July 13th, 2014. Two weeks ahead of my move-in date I went to the Cox Communications website to have my internet service turned off at my previous apartment and have it turned on at the new apartment. I was told that the service at my previous apartment would be turned off on July 15th, 2014 and that service would be turned on at my new apartment on July 11th, 2014 (a few days before I moved in). I wanted the two to overlap, just in case. When I moved in on July 13th, my internet was not activated. I called customer service, and they told me that the work order stated the new service would be turned on July 14th, not the 11th. And that the old service was scheduled to be turned off August 17th - a full month after I had specified. I had emails from Cox specifying the dates we originally scheduled during my first call to them. During the call on July 13th, they stated they were able to fix the dates, so that my old service would be turned off July 14th, and that the new service would also be turned on that day. By 4pm on July 14th, my internet service was still not active, so I called Cox again. I was then told that the technician was en route at that moment and that it should be on anytime. By 7pm July 14th, my internet service was still not active, so I called Cox for a 3rd time in two days. They told me that the technician had come and activated it, so we needed to troubleshoot why it wasn't working. We went through some troubleshooting steps, and the result was that the issue couldn't be fixed over the phone, so the representative told me I'd need to have a technician out again, but that they couldn't come out until July 16th. I work from home, and needed to have internet before July 16th when I was back to work. I asked to speak to a manager, but the hold time took too long and I hung up. I then called a little while later to make sure that the technician had been scheduled for Wednesday, and spoke to the fourth person in a two day period. This representative told me that no appointment had been scheduled, and that the technician scheduled to come July 14th originally, had never showed up. So the service had not been activated at all - which was why it wasn't working. It had nothing to do with the wiring at my new apartment. I then confirmed multiple times with this representative that someone would come to activate my service on July 16th and that I was put on a standby list for a possible activation July 15th. The morning of July 15th I also drove to the local Cox Communications store and verified for the second time that someone was scheduled to come out on July 16th. He told me he couldn't print me out a confirmation, but he did show me on his computer screen that someone was scheduled to turn the service on July 16th. I am writing this July 15th in the evening. My service is not on, and I'm very nervous that my service will still not be active tomorrow, July 16th (when it was scheduled for the third time). I called Cox a total of 5 times, and was on hold for at least 30 minutes each call. I also, as I mentioned, went to the Cox store as well. I only received apology for the trouble from the person I spoke to at the local Cox store. I've had to make other arrangements to work in another location for my job on July 16th, and hopefully will only have to do so for one day.Desired Settlement: I absolutely need my internet service to be activated no later than July 16th. I also feel I am due a credit on my bill for the hassle. There is no excuse for not having service 5 days after the original scheduled installation, and for getting conflicting information from every person I spoke to at the company.

Business

Response:

I have reviewed the account and the service was connected on July 16th, 2014. I have a left a message on the customer's contact number apologizing for the incovenience we caused her and also to let her know that I have cancelled the pending payment on her account and have issued credit to zero out her first bill. Customer has my contact information if she needs to discuss further. [redacted] Executive Resolution Specialist ###-###-####

Consumer

Response:

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

Regards,

[redacted]

Review: I had a check returned and I asked them not to run it through again that I would come to office and make the payment and I made a payment arrangement that said I would come to office and pay it and they scheduled another check after she told me I could come to office an pay. Also I was told if I pay 66.00 the past due my service would not be disconnected I paid it and they cut me off anyway and now they are saying I owe $619.17 its not fair either they are charging 100 in nsf feesDesired Settlement: I want my bill adjusted and my service turned back on and I also want a refund to my checking out for those fees

Business

Response:

Cox Communications files this response in regards to the complaint that our subscriber has submitted . We have attempted to contact our subscriber to address and resolve this matter. We have left our subscriber two messages with a contact number for a member of our Executive Resolutions team. We apologize for any inconvenience this has caused our subscriber. After further review, our records indicate that our subscriber made a payment in the amount of $146.92 on 7/20/14. On 8/04/14, the payment of $146.92 made on 7/20/14, was returned due to nonsufficient funds. Since the payment took place on 7/20/14, which was a Sunday, Cox is authorized to re-attempt to claim the funds which the customer made a payment for. On 7/24/14, the subscriber spoke to a billing representative to review her billing charges. The subscriber informed the agent that she would go make a payment in the amount of $60.00 at one of our retail locations. Once the subscriber made the payment, she would contact Cox to schedule a payment in the amount of $126.12 to be withdrawn from her bank account on 8/7/14. On that same day, 7/24/14, the subscriber made a payment in the amount of $60.00 at our retail location and contacted us to schedule a payment in the amount of $120.62 to be withdrawn from her bank account on 8/7/14. The payment made in the amount of $120.62 on 8/7/14, was returned back due to nonsufficient funds on 8/21/14. On 8/4/14 and 8/21/14, the subscriber was charged a $50.00 returned fee on each of those dates. The returned fees are valid charges. In an effort to work with our subscriber, for good customer relations, we have issued our subscribers a account a credit in the amount of $150.00. Please keep in mind the credits are not warranted as the charges are valid. The credit in the amount of $150.00, waives the two returned payment fees and ten $5.00 late payment charges for the subscriber. The subscriber's balance as of 8/29/14, is $474.17. We appreciate our customers' business and value the business relationship they have with us. Should you have any additional questions or concerns please feel free to contact us at [redacted]

Sincerely,

Cox Executive Resolutions

Review: I recently added a second HD box to my system and there was an agreed upon understanding that it would raise the amount of the contract by approximately $14. I received the statement and the billing is intentionally misleading and incorrect. The previous total of $101 is now $166.82 and, even with a goodwill credit, is still at $136.83. Much higher than the agreed upon contract. looking closely at the bill, you can see the internet was raised by $6, the TV by $5.40 and a confusing "partial monthly services" fee of $5.67. It is very clear to me that Cox may attempt to offer one price to their customers, but then underhandedly try to add confusing fees or increase vague "services" to confuse the bill and the customer.Desired Settlement: Cox Communications needs to correct my contract. I was told that the bill would only increase by $14 or so and that would be offset by a credit for three months in which time Cox would find a more and better acceptable offer/bundle/contract that would provide the services we agreed upon at the fair price, which was to be only $101 (the amount on the previous bill before the recent changes)

Business

Response:

Cox Supervisor Ms. [redacted] spoke to customer on 4/11/14. She explained to the customer that based on her previous conversation with him, she agreed to issue him the difference in the additional box ($14.96) for 3 months. She explained that this will appear as a lump sum credit on his account. Ms. [redacted] advised the customer that $44.88 ($14.96 x 3) was applied to the account on 3/31/14 and that he would see the adjustment his next bill that prints on 4/27/14. She also advised the customer that his monthly rate was $131.18 which includes a small increase due to the rate increase effective March 1, 2014. The customer will make note to contact me in June 2014 to see if there are any offers for the additional box – advised no guarantees, but he can most certainly check back. Also advised, if there are no offers at the time, we will not be able to offer another courtesy credit and he may have to consider making adjustments to his level of service in order to maintain the price point that he is looking for. Issue has been resolved.

Review: We pay $191 a month for cable and high speed internet service. It's pathetic that we spend this much money monthly for products that don't work. It's hard to tell if we actually have high speed internet because it's constantly dropping out or goes completely out and we can't even use it. The cable, most of the time works, however there are aspects of it that don't. They advertise excellent on demand programming, that's a joke. A majority of the shows you go to watch are not on there. Either they're not offered at all or the latest episodes aired 2 to 6 weeks ago. It's pointless to be paying this much monthly for things that don't work like they should. There is no other cable company in our area and getting some kind of dish network is not feasible because of all of the trees around our home and then we'd have to find another internet provider as well.Desired Settlement: I would just like to have products that I pay for actually work all the time like it should.

Business

Response:

We received an email regarding this incident back in July from Ms. [redacted] addressed to [redacted]. Ms. [redacted] stated the issue has improved. I sent an email to Ms. [redacted] asking her to contact me if she is still having problems and I also left a voice mail message with my contact information. Thank you, [redacted]Resolution Specialist

Review: I am a previous Cox Customer. I cancelled my last Cox service of internet on 7/30/13. I checked online and saw my last bill of $26.62 for Internet was due and promptly paid this. There was not a balance showing for Phone, which I had previously disconnected several years earlier. To the best of my recollection I disconnected Cox phone service in early 2010. I then received a "internal collections" letter on August 22, 2013 dated August 16th. This letter stated I owed Cox $78.98 which may include unreturned equipment charges. I immediately logged onto my Cox account and there was a balance for Phone of $78.98 due on September 2, 2013. I sent Cox an email through their customer service on August 22, explaining I had not had Cox phone service for many years, and had already paid the amount due I owed Cox for the internet and furthermore, how could I be in collections when the online bill of August 11, 2013 clearly stated my previous balance was $0.00 and there were new charges of $78.98, with a due date of September, 2, 2013. On August 23, 2013 I received an email back requesting the service address of which I had been billed for from [redacted] and immediately supplied her with that information. On August 25, 2013 I received a message from [redacted] telling me to return the Arris telephone modem, to which I replied that all of Cox's equipment had been returned and that I was not going to pay for equipment that had been returned for a service that I had more than 4 years ago. [redacted] replied back asking did I have a receipt as they did not show the equipment had been returned and it was equipment I stopped using when I began using a cable modem more than 2 years ago. My response was No I do not have a receipt. Once that modem stopped working and it was switched to a cable modem, I returned it as told to do by the tech. When the next billing was correct and I was not billed for the modem, I threw out the receipt, since that meant to me Cox had removed it from my account. On August 28, 2013 I was informed by [redacted] that the information had been sent to the Equipment Recovery Team which could take 5-7 business days to investigate. On August 30, 2013 I received another letter from Cox internal collections telling me I would be turned over for third party collections. I immediately responded back to [redacted] that I was in receipt of this letter, and that I wanted to hear back from a member of management on how I could be turned over to collections before a bill was even due and that I had been in correspondence with Cox for over a week as the equipment had been turned in when it stopped working and I purchased my own cable modem. Today, September 9, 2013, 7 days after the bill states it was due, I receive a letter from CCS attempting to collect $83.98 for Cox. I once again have requested management contact me regarding this amount and the equipment that was returned, and stated I wanted it in writing since I was now in collections. So I am now disputing this debt with not only Cox, but with a collection agency. I have impeccable credit, have never missed a payment with Cox, was a long term customer, and now they have turned me over to collections for equipment that was returned several years ago, and apparently no one is really investigating any of this at Cox. They have shown poor customer service, management and accounting practices. Of course I do not have a receipt several years after I returned broken equipment. When I received no bill after returning the equipment for several months, the receipt was thrown out as I had no reason to believe I would need it several years down the road. I was astonished to see a phone bill after years of not having Cox phone service.Desired Settlement: The outcome I desire is for Cox to review all of the correspondence and notice that something has failed greatly on their end and remove the charges. I do not have their equipment, as it was returned as their technician told me, and I have made multiple attempts for this to be corrected prior to their documented due date. I also desire for an explanation as to how someone can be turned over to collections before the due date on their bill? I also expect that the Collection agency be told the debt is not valid and that anything reported to the credit bureaus be corrected by Cox.

Business

Response:

A form was submitted to our Equipment Research Department. The decision was made to remove the equipment from Ms. [redacted]’s account and contact the Collection Agency and remove her name and any charges. We also will send her a refund check for $78.98. I left a message for Ms. [redacted] and will send an email. Thanks, [redacted] Cox ###-###-####

Consumer

Response:

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

Review: When I first signed with Cox in August of 2014 I signed a two year Price Lock guarantee. This meant that my monthly price would be the same for 24 months. The contract I signed even states that it is a 24 month guarantee. Now Cox is trying to raise my bill saying that was only valid for 12 months. This seems to be a common practice of theirs because with just a little research you can literally find thousands of instances where this has happened.Desired Settlement: I wish to have the final 12 months corrected to what it was agreed to in the original contract. I also would like an apology from the company for the unfair way in which they treat their customers.

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. A member of Cox’s Executive Resolutions team has attempted to contact the subscriber on three different occasions. We are unable to locate an account under the subscriber’s name at the address the customer provided us within the complaint. We will need the subscriber to provide us with name on the account, the correct address and apartment number. The subscriber can also contact a member of the Executive Team to resolve their pricing concerns at [redacted]

Sincerely,

Cox Executive Resolutions

Consumer

Response:

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

Regards,

Review: I had Cox Communication to install service in my apartment at[redacted] Roanoke, VA 24019 in May 2012 regarding their bundle package that includes internet, cable and phone. I relocated to Ohio in June 24, 2013 and had Cox Communication to disconnect service at the apartment on June 26, 2013. Because I was in the process of still moving and was awaiting on my furniture to be picked up and delivered from [redacted], I returned all equipment that was installed at [redacted], Roanoke, VA 24019 on July 12, 2013 to the store at [redacted], Roanoke, VA 24018. I paid my last bill that was due for July 14, 2013 in the amount $148.27. A few weeks later after paying my last bill, I was told that an equipment was not returned to Cox Communication, so I contacted the sales department, customer service department and billing department regarding this issue. I explained to each department that all the equipment that was in my possession was returned including the remote control, cable box and modem. I do not have anything else that belongs to Cox Communication. I was told by a representative in the sales department that they would not be notified of an remote control being returned because they do not bill for it and it still show that I have not returned a modem, which I did return all equipment. I was also told by a customer service representative that I would have a balance to be credited to me in the amount $152.00 when I return the equipment, so all the equipment has been returned, but no balance credited and no notes in Cox Communication stating anything about a credit balance to be returned to me. I did not make all of this up and I started calling to see where was the balance, only to be told that they did not receive an equipment modem and I explained to them that I returned everything that I had in my possession and I do not have anything else that belongs to Cox Communication, I even had the apartment manager, [redacted] to double check the apartment to see if such equipment was in the apartment and he did not find no such equipment. I was also told by a representative in the billing department that she was going to search in the lost and found at their company and call me back regarding the equipment and this was on 09/13/2013, spoke with [redacted] to only find out that no search was done and no notes was noted that I was told that the representative were going to call me back with the findings. I again spoke to someone on 09/17/2013 about the final notice that I received and that it will has been sent over to collections and I asked why was that when I am disputing this balance and the equipment only to be told that it does not matter if the account is in dispute, the account still goes to collections. I have been speaking with someone at Cox Communication about this matter for the last since July 2013 and at this point no resolution on their end. I have been told by representative [redacted] that the only notes that are being inserted in the system was that they are notifying me of the unpaid balance amount $69.43 and no notes stating that I do not have the equipment in questioning and that he was sent over to be researched in the lost and found. As I explained to the representative that I had to have spoken to someone about the equipment in order for me to know that there was a lost and found department in questioning, I also stated that I am not lying about not having this equipment in questioning and it defeats the purpose to return the equipment that I had only to keep one portion of the equipment that they claim I have which I do not have because there is nothing that I can do with the modem that they claim I have. I cannot use it in Ohio, nor can I get any service from it in Ohio so why would I keep that particular equipment and return the other items, it just doesn't make since. I explained to the rep [redacted] that I hate being lied to by any of the employers there at Cox Communication by telling me that they will research the equipment and doesn't or me receiving a credit balance and does not receive that and no notes are being notated due to the conversations I have had with several of the employees at Cox Communication and I requested to speak with a manager, but as of yet, I have not spoken to a manager but was told that the manager stated that the balance stand on the account without even researching it to find out whether or not the equipment was indeed in their lost and found. I asked to speak with someone in the lost and found department but was told that I could not. I was told that the calls are being recorded and monitor and wanted to hear the calls based on the conversations that I have had with the employees at Cox Communication and was told that I could not hear those either. I did tell the representative, [redacted] that I was going to contact the Revdex.com regarding this issue, so I am sure they are getting prepared for their response due to that I am probably not the only former customer to have complained on them. The items that was returned was the cable box, remote control and modem that was used for cable, internet and phone and I have a witness, [redacted] who can attest to the items returned where the only items installed in the apartment by Cox Communication technician, no other item found. This has been an ongoing problem since July with Cox Communication and I am ready for them to take responsibility of their action and admit that they were wrong and made false accusation regarding such equipment being installed when it was not.Desired Settlement: I want Cox Communication to correct my billing and zero my account out and close this account with no balance owed and send me my refund owed amount $152.00 that I was told that I was going to received by the customer service representative and I also want Cox Communication to remove this, if for any reason that it has been reported to my credit to have it removed immediately and I do not want Cox Communication to contact me again regarding this issue. I want Cox Communication to send me a copy of the agreement showing and stating what equipment was installed and all the equipment that was returned including the remote control that was returned to them as well.

Business

Response:

The paperwork was filled out on September 23 to have the modem placed in lost status and removed from the account. As of this morning I received the confirmation that the equipment has been reemoved and the credit amount is $9.30. I apologize for any mis-communication but before the equipmnt charges were added the credit balance was $9.30 not $152.00 and now that all the equipment has been removed from the account you will receive your refund of $9.30 within the next few weeks. Thank you [redacted] Customer Resolution Specialist 2 ###-###-####.

Business

Response:

I apologize for the delay but I submitted the paperwork to have the modem place in lost status and be removed from the account on Septemer 23 and I received confrimation today that it was completed. The customer mentions they were advised of a refund of $152.00 but before the equipment charges were added the refund was $9.30. Now that all equipment has been removed the refund for $9.30 has been requested and submitted for processing. I have expedited the refund and it should be received in the next 10-14 business days. Kathy German Customer Resolution Specialist 2 (757) 222-8436

Consumer

Response:

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

Cox communications is a joke had them for 2 years my son had done something on pay per view paid half of it last month plus my bill requested the representative to note account on Saturday 26 it was cut off mind u I paid 260.00 only owed 33.00 never been late in my 2 years I really think if u consider getting Cox I would think again they tell u wrong information just to get your money and they still cut u OFF!

Review: On my most recent bill the TV service that I have had all of the sudden was 20 dollars more expensive and after closer examination it seems that something was added to my bill unbeknownst to me. This is not the first time that I have been charged more than I should without changing my service or even so much as a warning that my bill has changed.Desired Settlement: Change my bill back to what it was and don't tack on crap that I don't want to pay for.

Business

Response:

According to Cox’s records, the reason for the customer’s bill increase is due to his promotional campaign expiring. Since this complaint was filed, the customer has agreed to a new monthly rate.

We apologize for any confusion this may have caused. And we appreciate the customer allowing Cox the opportunity to address his concerns.

Sincerely,

Cox's Executive Resolutions team

Review: I have been a customer with Cox Communications for 10 years at my store [redacted]) and recently found out that they have upgraded their internet services and for me to take advantage of this I have to get a new plan. I have been month to month with them all this time and have never had to sign a contract, now they are trying to force their customers into contracts by charging almost 3x as much for month to month customers, basically extorting small businesses. They already charge over double for business than they do residential (i have them at my house also) and now trying to MAKE people sign a contract and thats unacceptable. I told them I may end up having to close my store at the end of the year due to the economy and asked IF I signed their contract would I be able to cancel it if I closed my business and they told me I would personally be responsible to pay out the rest of the months on the contract even if I go out of business. Im sick of seeing corporations cut small businesses throats because they "can", you shouldnt have to pay 3x as much to stay month to month. Ive been a customer of theirs for a decade and they are trying to gut me and I dont appreciate it.Desired Settlement: They need to stop charging so much for services for businesses when they charge far less for residential, they do this because we HAVE to have phone and internet to run a business and they take advantage of that. Secondly, charging me 3x as much to stay month to month to "force" me into a contract that cannot be broken even if the business closes, this is unacceptable and needs to be changed. I know a couple other people that have dropped them due to the same pricing kind of issues that they wouldnt go along with. The economy is bad enough as it is, they should be trying to help small business not rip them off.

Business

Response:

I reached out to Mr. [redacted] on 5/12/14 and 5/16/14 via phone re: Revdex.com complaint, but received no answer and left a message. Mr. [redacted] is a Cox Business customer who currently is not in contract and is upset about the rate for internet service. We have explained to Mr. [redacted] that the rate he was quoted allows him to have service without being bound to a contract. He was also advised that the rate would be reduced if he was able to commit to the terms of the contract. This is the same process we follow for all of our business customers inquiring about the same service. Issue should be considered resolved.

Cust Resolution Spec II

###-###-####

Review: I was sold a package for 73.99 a month , After the 49.99 rate for 3 months

that included one cable box and Included HBO

I am paying for both boxes and one doesn't work ,

AND I DO NOT HAVE HBO

and wires are hanging down under my house , because the install was done crappyDesired Settlement: I want my bill adjusted for this for the 2 years that I signed up for !!!

Business

Response:

Cox Communications files this response in regards to complaint [redacted]. First and foremost, Cox Communications apologizes for the inconvenience this experienced has caused our subscriber. Cox apologizes for the misinformation our subscriber was provided in regards to their pricing by a third party Sales representative. Cox will be coaching this representative and ensuring an issue of this magnitude does not occur again. Cox will also be coaching the representatives that failed to assist the subscriber at one of our retail locations. On 8/6/15, a member of Cox Executive’s team spoke to the subscriber to address their concerns and to inform them of the actions Cox will take. The Executive Specialist applied a new offer onto the subscriber’s account lowering their monthly billing rate to $83.12 per month for the next 12 months. Also, the Executive Specialist applied a credit in the amount of $96.09 towards the subscriber’s account. The subscriber is aware of all changes made towards their account. On 8/11/15, Cox will be sending a field service technician to the subscriber’s residence to address the wiring outside of their residence. Again, Cox Communications apologizes for any inconvenience this matter had caused our subscriber.

Sincerely,

Cox Executive Resolutions

Consumer

Response:

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

Regards,

Review: I did a downgrade in service in May 2014 I was told on that phone call my next bill would be 34.99 all preceding bills will be 32.99/mo. That was exactly what I wanted done, however the next bill had some added charges and was not 32.99 so I called cox to find out exactly why my bill was $100+ I was told it was due to un returned equipment charges from May 2012!!! I explained I do not have any equipment from cox and haven't since 2012 I returned the DVR and cable modem to Roanoke location the representative said they would put in a research request I never heard anything back at this point I'm getting collections calls started in June. I call in early July I was told my research request came back that I needed to provide a receipt for the equipment I returned in May 2012 which is absurd I do not have a receipt from two years ago!! I spoke with another supervisor in early July I believe by the name of Sal he said he would resolve everything he didn't expect me to have a receipt from that long ago great I thought everything was taken care if but I'm still receiving collections calls even though I am paying what I was told would be the amount of my bill 32.99. At the end of July after being told everything was resolved my services were disconnected on Friday July 25th at the time I noticed after working all day Friday it was too late to speak with anyone I from billing they did not reopen again until Monday July 28th I called in and spoke with a supervisor I believe by the Name of [redacted] I explained the situation he told me he saw the research and everything but he knew the supervisor [redacted]? I spoke with that said would resolve everything. [redacted] the supervisor believed they were just having difficulty getting my account credited he put me on hold for a very long period to try to consult with sal it took so long he said that he would call me back after 730pm lastnight July 28th I never received a call back. I called in again first thing this morning July 29th according to the representative I spoke with there was a call back to me however, I had no missed calls or voicemails. I spoke with a supervisor this morning by the name of [redacted] who was very unwilling to help in my matter and said I just needed to pay the full amount due which was the fees for unreturned equipment because I was 90 days late was the only way to get my services turned back on!!! I explained the issue that it should have already been resolved and needed to be escalated I need the services I'm paying for turned back on at which time I was told that simply was not an option I would have to wait 3-5 business days on research which has already been completed multiple times now I requested to speak with his supervisor he says can't so I requested to speak with another supervisor who would be willing to escalate this after going back and forth he finally agreed and put me on hold and disconnected. At this point after the numerous timely phone calls still receiving countless collections calls I need some outside help to get this issue resolved Id like to get my services restored I've been 5 days without now that I paid the original correct bill amount 32.99/mo. I definitely will not pay for equipment I don't have.Desired Settlement: At this point after the numerous timely phone calls still receiving countless collections calls I need some outside help to get this issue resolved Id like to get my services restored I've been 5 days without now that I paid the original correct bill amount 32.99/mo. I definitely will not pay for equipment I don't have Id like to get that waived as well as be compensated for the days I've paid for service and have been without however many days that ends up being.

Business

Response:

I have researched this issue and according to the notes on the account the equipment charge was credited back to the account as of July 29, 2014. The account was also credited for the monthly service adjustment for the period of July 22, 20114 through July 29, 2014. In addition the customer was issued 20.00 reactivation fee credit and $5.00 late fee. I have left a message on August 4th, 2014 and another one on August 5. 2014 asking the customer to call me is she needs further assistance. [redacted] executive Resolution Specialist ###-###-####.

Consumer

Response:

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

Regards,

Review: I have been a loyal Cox customer for internet since I moved to Roanoke 4 years ago. My husband and I recently purchased a house in Salem, and Cox services were no longer available to us. I called in to cancel my existing services around July 8, as we no longer needed them. Being somewhat familiar with general billing practices where you generally pay ahead for some portion of your bill, I asked the customer service representative how far in advance I had paid my bill to. She informed me that I had paid through 7/31. I asked that my account be canceled as of the date I had paid through since I assumed I would not receive a refund for the unused portion of the month. Yesterday, I received a voicemail from the collections department at Cox. I immediately looked and saw that I have past due charges on my account and that I have a bill due for August. I called to figure out what was going on, and was informed that I had missed a payment (which is untrue) and that I still owed for the July billing cycle. The "missed payment" was for June and the payment was made on 7/1/14. I will admit that with buying a house, I did forget to make the payment by its scheduled due date--but the payment was made and was not "missed" as the customer service agent stated. When it was explained to me that I still owed for July, I told them of the telephone conversation that I was informed I was paid through July 31. I asked to speak with a supervisor and after being on hold for the better part of 20 minutes, I finally was able to speak with someone. I again, explained to her how I was misinformed that I was paid through the end of July and she suggested that I should have read my bill more closely. I will admit fault that I have not read a Cox bill in months; the payment is always the same for the same services. And I would imagine you would find many customers do not read their bill for a consistent service like internet. I, like all consumers, expect that when I call my service provider for help that the employees are competent and can assist me with accurate information regarding my account. The supervisor did explain to me that the employee probably saw on the account that the bill had dropped so that's why she stated I had paid through July 31--even though payment for that bill would not be due until July 23/24. This is completely misleading to me, the customer. I called in with the intention of canceling my account as of that date; however, once I thought I had paid for the month, I decided to leave it active since I had already paid the price; we did not use the services, we simply left them active in case we needed them when we were moving, which we never did. The customer service agent on July 8th also stated that I did not have any equipment to return, but now I am wondering if that is the case.

The supervisor I spoke with yesterday stated that there was simply nothing she could do for me. No credits she could offer--the bill was just what it was. I find it hard to imagine that there is no one at Cox that could help me. It upsets me that I am being treated as if this situation is all my fault and Cox is simply setting back waiting to collect their money from me.Desired Settlement: I would be satisfied that I have been treated fairly if my account could be canceled as of July 8th, when I called. I am happy to pay for the services that I had used through that date. It seems quite unfair that my decision was changed based on wrong information and that I should have to bare the full burden. We greatly enjoyed our time as a Cox customer and were unhappy to hear that we could no longer continue using their services. It seems that the customer service agents I worked with have wrote us off as a non-important customers since we've canceled our services--yet, canceling was not our choice. We would likely switch to Cox if services were ever available in Salem, or if we moved back to Roanoke. We greatly enjoyed their products and felt they charged a fair price for the services provided. However, this situation leaves quite a bad taste in our mouth and we would likely never use their services again or recommend them to family and friends. I should state, I have mentioned this situation to no one other than my husband. I wanted to give someone else at Cox a chance to make this right. I know that bad word of mouth can be awful for a company and I would rather sing the praises of this situation being made right than telling one person how we were done wrong.

If we could also verify that no equipment is needed to be returned, I would appreciate it. I would hate to receive notice that I had unreturned equipment.

Business

Response:

Dear Revdex.com,

Cox communications submits this response to the complaint number [redacted]. We apologize for the misinformation our customer was provided in regards to her final account balance with us. We apologize that our customer was provided with inaccurate details regarding her final account balance. After thoroughly reviewing our customer's account we found that customer's final billing charges should have only been from 7/1/2014- 7/8/2014, as she was disconnecting her account on 7/8/2014. Due to the misinformation our customer was provided we have gone ahead and have issued a credit in the amount of $73.99, bringing our customer's final account balance to $0.00. We have contacted our customer and have apologized for this issue caused on our end. Our customer is aware that her final account balance is $0.00. Additionally, we will be coaching the agents that misinformed our customer.

Sincerely,

Cox Executive Customer Resolution Team

Consumer

Response:

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

Regards,

Cox Communications is terrible and overpriced. I have had two separate Netgear modem/routers that they supplied for my Cox highspeed connection. Both have required daily rebooting and I know its not my computer or devices because I can connect to my neighbor's internet with no problem. I have been on hold with Cox Communications today for over 2.5 hours and will continue to hold until I get someone on the line. I am ready to cancel my service.

Review: Cox Communications advertises its "On Demand" service as part of its cable package as somewhere you can watch TV shows and movies at times which are convenient to you. When the service was first introduced, Cox would make TV shows that they advertise as being available to watch on demand available the next day or no later than two days later. Now, they either do not put the shows on, or they put them on two weeks or a month later. It's very frustrating to have a service that is advertised for my convenience be so inconvenient to me. I think it is ridiculous for them to advertise that a show is On Demand, when actually it is not. There are some shows that are listed as available to watch, but have not been updated in over a month. On their forums, it states that if you reboot your box, the missing episodes will appear. We tried this, to no avail. No new episodes "magically" appeared. Also, we have had a problem with "tiling" for over five years now, and no one seems to be able to figure out why it is happening. We've been told our equipment is fine and that it's our televisions that are the problem. At the time we were told this, two of our televisions were brand new. It comes and goes, but when it comes, it's very hard to watch TV. Unfortunately, Cox is the only cable company available to me. Satellite companies will not work in my area because of all the trees, so I am starting to think that I am doomed to overpay for services that do not work properly.Desired Settlement: I would like for the On Demand portion of the cable service to be fixed and for the shows to be added to On Demand in a more timely manner. Also, they need to combine all of the various locations of the channels into one location. It's very hard to find what you are looking for when you have to search three different places. As for the tiling, apparently there is nothing they can or will do about it.

Business

Response:

I sent the following email on 5/17 to the customer asking for additonal information regarding the programming because I have the On Demand Dept researching her concerns but they needed more information. I also left a message for the customer to contact me and I have not received an email reply or a call back. In addition I have asked that a Technical Supervisor reach out to the customer for the tiling issue. I have received your Revdex.com complaint regarding the “On Demand” programming. I apologize for not responding sooner. We appreciate you taking the time to express your concerns for the “On Demand” programming so we can work toward correcting the matter. I have passed this information to our Marketing department so they can research the matter. It would be very helpful if you could tell me if there is a particular program or Programs that you are referring to. Can you please provide some additional information. I can also have a Field Ops Supervisor contact you about the tiling issue but we will need permission from the account holder before we can schedule someone to come into the home. I have also left a message on your contact number so please feel free to call me as well. Thank you for allowing me the opportunity to assist you, [redacted] Customer Advocate-Corporate Liaison ###-###-####