Cox Communications

Review: I returned cox equipment to the elysian fields store, new Orleans la and was told at that time that I had a 70.00 credit. I decided to keep my email address with them and accepted a 10.00 per month charge for this. then I got the bill. they are saying that I still have a piece of their equipment and want to charge me 130.00 for this. I do not have the equipment, and the store told me I had a credit with them. now all of a sudden I have their equipment. I do not have, nor have I ever had their equipment that they are looking for. I have called every month since april trying to get this resolved and I can't get past the person thanking me for my 27 years of loyalty. well this is the kind of mess I left for. please try to get them to resolve this... I am so tired of these people. I asked Friday to speak to a supervisor and was told that one would call me back..still waiting. called today and was told that they were going to submit a form to the store and they would do an inventorycheck and get back to me.sorry to say,I screamed into the phone that they will say they do not have it because I did not return it.. I never had it to return. never had it, cant bring it back. I told mr [redacted] I needed to speak to someone who could resolve my problem today because it has already been 4 months and he said he didn't have anyone for me to speak to. I am contacting yall out of deperation, please help me.. thanks in advance,Desired Settlement: I want the original 70.00 refund they gave me because of overpayment before I had the service discontinued. nothing more. all I want is to have this resolved.

Business

Response:

We are sorry to hear that our customer had problems with getting a credit for the equipment that was returned. I have reviewed the account and returned the equipment in lost status, as well as ensured we credited our customer for the equipment charge that was charged. I have also spoken with the customer and she is aware of the actions that we have taken, and is satisfied with the resolution at this time.

Review: I went online to the Cox website to see how much my bill was for the month of December and when it was due. I noticed two things: 1. I was on automatic bill ppay. 2. I was being double charged for the month of December.

The only way to rectify the automatic bill pay issue was to call Cox Communications and ask to be taken off automatic bill pay and I needed to inquire about the double charge on my account.

On December 19th I called Cox Communiications in New Orleans and advised them of the duble charge and that I needed to be removed from automatic bill pay. I spoke with a representative named [redacted] (employee #[redacted] she let me know that she would take me off automatic bill pay and also adjust my account balance, as to not reflect a double charge. However, on December 26, 2014, I checked my checking account and found that Cox automatically drafted the double charge from my account, making my bank account overdrawn by $24.76. I called Cox and spoke with [redacted] (employee # [redacted]) she said they could only credit me $56.26, which was half the charged amount. I asked to speak with a supervisor, she passed me to [redacted] (employee #[redacted]) he said that he was sorry but my account was charged the amount that my December bill reflected even though the amount was erroneous. He also told me that it could take a full bill cycle to be taken off of automatic bill pay and I should have been advised of that when I spoke with a representative on December 19th. I advised him that I was not made aware of this information, and further, I should have been drafted at ALL and especially not for a double charge. He said Cox would only refund me the credit that was shown oon my account and nothing more. When I requested for a manager over him he said she was busy and would have to give me a call back. He refused to give me her ([redacted]) direct line or her employee number. She has not called me back, and he could give me no confirmation number to notate the credit, just that it would be notated on my account. I expressed to him that clearly notations on an account are insufficient ways of communicating request because the previous request was "notated" to my account but none of the request was followed thus, the notation was ineffective. He ccould not give me anymore surety than that resolution. I advised himm that if I did not get a call from his supervisor by noon my time (eastern time) that I would call back. As of 11:08am, no one has called me from Cox.Desired Settlement: I would like th full credit of the draft ($113.22) credited to my account and assurancee in writing that I am off of automatic draft, the amount of my expected monthly payment, date due, and an apology.

Business

Response:

Review: I have been having several issues with Cox. To start off I was sent a letter informing me that I should switch my box due to a defect found on the device. On Saturday Febuary 13th a technician was sent to my house and when they showed up neither had the correct equipment. They informed me it wasn't in stock. I called Cox and informed them of the situation and they apologized, rescheduled for Febuary 16th and for the inconvenience credited my account $29.00. I was not happy that I had to reschedule, but I accepted to have someone else come out and confirmed if the next technician that comes does not have the correct equipment will I be charged for that and I was told no. Febuary 16th comes and no sign of a technician; once again I call Cox and they at first gave me the run-around then a supervisor informed me that the appointment wasn't put in correct that they would have to reschedule once again. I was upset at this point and also confirmed if a technician brought the wrong equipment out would I be responsible I was told no. The appointment was rescheduled for Febuary 20th. When the technician called me on the 20th I was happy because he was early and I thought I would go this matter resolved, but he informed me that my work order was placed on his jobs five minutes before he called me and he didn't have the correct equipment. I had the DVR 2 turner and he only had the DVR 6 turner. He sat outside my appointment for about 1 hour and 30 minutes trying to get instructions from his boss. At this point I am livid; I call Cox ask for a supervisor and explain what's going on and she informed me that they are going to have to place a note on my account to not charge me for the DVR 6 tuner. I felt that was the least that could be done for the inconvenience. Later on the week when I go to pay my bill it's showing incorrectly and I've been back and forth with Cox since then about that, about charges incorrectly placed on my account and certain things promised to me for being in convinced that were not.Desired Settlement: I want Cox to be consistent, if they promise their customers something follow-through. I also would like them to come and fix my DVR 6 tuner. Everytime I turn the tv on its states that it's "retrieving data", then no signal, then it takes another ten minutes unplugging and plugging the tv back in before I can actually watch tv. It is the most infuriating thing having to do that and also having to spend endless time on the phone with Cox representatives who aren't on the same page.

Business

Response:

We are sorry to hear that our customer is experiencing issues with her services. Our Executive Escalations Team has made contact and has been working with our customer regarding her concerns since March 16, 2016. Our customer has our Executive Escalations Team members direct contact information for any concerns regarding this complaint. We thank our customer for bringing their concerns to our attention and for choosing Cox Communications. Sincerely Cox Communications Executive Escalations Team SE

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 11175760, and find that this resolution is satisfactory to me.

Review: On December 21st after having no service for five days straight. What I mean by no service is: no internet, no cable for five days. A Cox tech came to reconnect my service; when I asked why it was disconnected to begin with he informed me that the wrong code was written on my wire and the cox representative that comes out to do the audit disconnected it. Although I was frustrated to hear that the representative who disconnected my service didn't take that necessary steps to check and see that my account was current and my bill was paid every month on time I was happy to have my service on. When I contacted Cox to credit my account for the days without service I also wanted to confirm what I was promised by a representative name Michelle that I spoke to earlier that week. She had informed me as a loyal customer that she would send me a receiver that reads the contour in the living room to my bedroom so that I could receive all the services from the living room to my room for $2.99. I am not making this up I believe all of Cox's calls are recorded. But when I went to confirm that I was told no that they couldn't do that and that they could give it to me for $5.99. I was connected to Sheldon who was rude and kept speaking over me then Richard #2248 who lacked any sense of providing service, disregarded notations on my account and flat out told me no while arguing with me. I work in customer service and if another agent/representative promised a customer/guest something and notated their account we have to follow thorough with that request. I wouldn't be filing a complaint if this wasn't promised to me and also notated on my account which I confirmed with several other representatives before I was transferred to the supervisors who were rude and provided no service. I am disappointed with Cox and don't know how this company remains to keep running if this is the kind of service they are going to provide their loyal customers. Cox is the highest cable/internet provider and I'm still with them.Desired Settlement: I would like Cox to honor what that representative promised me she would do for me as a loyal customer and also to realize their competitors charge half of what they charge and provide more services. I can easily go to another company and pay less money with more service, but I have been with Cox for quite some time and I am a loyal customer and I don't feel as though Cox appreciates that at all. I pay my bill on time every month and I was the one unconvinced for five days; not satisfied.

Business

Response:

We are sorry to hear that our customer may have received some information regarding the pricing of the services. After receiving our customers concerns we reviewed the account, we do not see any notations of an agent telling our customer that they would be able to receive an digital box for $2.99. We do see notes on the account where our customer has called repeatedly stating that she was told this information.Striving to live up to our mission statement “To be the Most Trusted Provider”, we are willing to install an HD box in our customer’s home. The HD box will have the Contour Guide, and receive the same channels as the other box in the home. The price of this box would be $5.00 a month for 12 months. We will credit the difference in the price of the box to where the customer would only pay $2.99 a month, in one lump adjustment amount of $24.24.We thank our customer for bringing their concerns to our attention and for the unique opportunity to serve them through this avenue. Thanks for choosing Cox CommunicationsExecutive Escalations se

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11016179, and find that this resolution is satisfactory to me.

Review: In May of 2014, I started my cox cable at my new residence. I told the rep that I needed Internet and cable. He explained that getting the bronze bundle deal would be cheaper which includes a landline phone that I don't have a need for. So I agreed. I asked the rep if they honor coupons and he told me yes what coupon do you have? I specifically told him it was 50% off the first 6 months and he asked where I got it from. I told him retail me not. He looked it up and said yes, I do se this coupon and we wil honor it. In a week I got the 1st bill which was higher than the original bill was supposed to be. It was supposed to be $149 and the bill was a little over $200. I immediately called cox and explained about the coupon and that the rep was honoring that. This rep said if he told you that and it's on the recording that's a huge problem because he lied to sell a product. He also said if he fast talked you my manager will be able to tell on the call. He also told me that the contract was for 2yrs, I had no knowledge of that. The first rep did not tell me that. I was told in 3 days a manager would call me back because it was Memorial Day weekend. Needless to say, no one called. I called back and asked can they review the call that was made between the rep and me. I was told yes they can review the call and someone would get back to me. I was instructed not to pay the bill until someone contacted me. Still no one had ever called me about the bill. I would call and call and they would leave me on hold for long periods of time only to tell me a supervisor would call me back. Today July 8,2014 I called and [redacted] transferred me to the supervisor [redacted] who's employee id is 19274. He slipped and told me the guy who offered the 50% is no longer with the company. My concern is how can a rep lie to me and the company not honor what was offered? How can that be legal? How can it be fair that no one even cared to call me about the bill I had to keep reaching out to them? It is unethical!Desired Settlement: I would like to get the discounted rate that was sold to me. I would like better customer service and 50% credit on the last bill like the initial rep told me. I work from home a lot so interrupting my internet service without contacting me about my bill was awful. Tyson also denied me a dispute. He gave me the option and then said no he won't do a dispute. He also pretended to do a dispute and said it was denied. I work in customer service and u are not allowed to deny someone a dispute.

Business

Response:

Review: We ordered cox television service on May 14, 2013 and agreed to a 2 yr price lock guarantee. Since we received the service we have had problems with the sound and reception and have called and had a technician out 5 different times to no avail. They could not fix the problems and told us they did not know when they could fix the problem because it had to do with their equipment. We have asked and they have refused to let us out of the 2 yr contract without paying the $220 fee to break the contract. Since they cannot fix the problem they are not holding up their end of the contract and we would like to cancel service without the fee. To date we have called several more times only to be told we have to wait for the "vice squad" to try to resolve the problem. We feel like we're being held hostage for this fee and would like help in resolving this.Desired Settlement: We want to cancel the service and not have to pay the $220 fee for the remainder of the 2 yr contract.

Business

Response:

Review: I made an online order for an upgrade to my internet service and was told that there would be an 11.99 increase in my bill. I was on an online chat with a Cox representative and was told that the 11.99 was 5.00 upgrade fee and 6.99 fee that I'm currently paying for an internet router. When I called today to inquire why my service had not been upgraded I was told that their internet ordering service does not reflect the right price and there will be an increase of over $20. I contend that if a company has an online ordering system that has all the customer information, then the order is a contract. I contend that trying to increase the price after the fact is a breach of that contract.Desired Settlement: I believe that I should get the internet upgrade for the price I was quoted on the online order.

Business

Response:

Review: Upon canceling service of my internet with Cox and returning the box, I was given a bill of close to $1,900 dollars for early termination fee. I had a satellite of my business, [redacted]t, open in Kenner, LA and the employee had to close the office due to family emergency in Florida and be with his parents. All the services I shut down with no problem. I had no idea there was a 3 year lease on internet and never even heard of such a thing. In very small print under the guise of an "offer" is on the start paperwork. This is unheard of and outrages that they would demand so much money for what basically is standard start paperwork.Desired Settlement: Drop the charge for termination fee.

Business

Response:

Hello,

After reviewing the account and working with our Business department. we can offer the customer 40% off the early Termination Fee. [redacted] from our business department will make contact with the customer to explain the policy and how much he will have to pay.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9871398, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I still think this fee is entirely too high. If they offed 60 percent and let me pay in installments, I would be willing to do that. I don't think this should be in any of their contracts. 3 years is too long to sign for anything and I've never had to do any such thing for a simple internet connection.

Regards,

Business

Response:

Our initial response has not changed, we also have made serveral attempts to contact this customer via the phone. We will may a letter to him with the 40% offer.

Review: Since the day I had Cox cable installed to my home I have had intermittent connectivity with internet, along with very slow speeds all the time. I am supposed to have at least 15mb download speeds. Also, I have issues in the higher channels intermittently also, which I'm assuming is due to the signal loss given my current situation. The technician who installed my cable did a terrible job: All he did was split off the connection to the apartment in front of me which already has many other customers running off the same line. I requested my own drop to be installed from the beginning and it wasn't until the day after my service was installed I realized the technician didn't install my cable correctly at all. After multiple attempts to call Cox I finally managed to get one of the illiterate customer service ladies to schedule a technician to come to my home and address the issue. I specifically requested a new drop, that was only for my home. The technician came to my home on 08/02/2013. After about an hour of lazy work he finally agreed to install a new drop, which I didn't even receive because he said that my cable line is connected to a splitter on the tap at the pole because there aren't enough ports for everyone's homes, that he would put a work order in for maintenance to install another tap so that I may have my own line running to my house. After a week I am still having the same issues so I called Cox again today (08/09). Not only was I hung up on twice but I found out the technician who came to my home last week did not even request maintenance to come install another tap. Also, he did not replace my drop, the only thing he did was replace a fitting. I cannot get a supervisor to contact me so at this point I am absolutely livid because I am paying alot of money to have internet and tv and have trusted this company when they have done nothing but cause me even more stress. I need help from a higher source to get these lazy people to do their jobs. PLEASE HELP!Desired Settlement: I want a credit to be applied to my Cox account to account for the services I am paying for that I have NEVER received since the day of installation, another tap installed on the pole so that I may have my own port for my own drop. I want a new drop ran from the pole to my apartment that is ONLY connected to my home and no one else's. Also, I want disciplinary action taken against the technician who installed my service & against the technician who came to my home and did absolutely nothing.

Business

Response:

Hello,

I reached out to this customer via telephone to resolve the issue. I left a message to have the customer return my call. The customer can contact me at ###-###-#### or respond to the compliant with a better contact number. I'm looking forward to resolving the cstomer's issue. Thanks in advnace.

Review: I paid my bill through their schedule a payment option. I paid the bill and was not credited for the payment. I contacted cox after noticing the error. I checked and my CC had been billed for that amount on that date. I even have the email from cox's automated system thanking me for my payment on that date. Cox asked me to provide the backup I had. I did on April 4th at their retail location. I was never contacted about it and was charges a late fee, was harassed by collections and still not given any response. I have told every collections call that I was under bill payment dispute and each said they would note my account? Why was my account not already under review? I have contacted cox via their website and the phone. Every agent I talk to promises to get back to me and never does. The email response apologizes for my troubles and asks me to submit backup. I have submitted backup but they won't recognize it or care to even look at it. I keep getting promised they will look into and contact me back. Until I threatened to complain to the Revdex.com I was never even followed up with. I have been dealing with this issue since March 28th. It is May 7th and the charge and late fees are still outstanding and growing. I paid my bill through their system and have paid my bills since then. I can not get Cox to care about my problem which they created. I would drop all Cox services but they are the only broadband provider in my area besides DSL. They have a Monopoly and do not care about their customers.Desired Settlement: I want my account credited for the amount I paid and the late fees associated with the payment not being posted to my account.

Business

Response:

Hello Consumer,

I would like to thank you for giving us the oppurtunity to resolve your problem. I understand you have been working on this since march and I apoligize because that is unacceptable. Can you please Fax me the the credit card statement with the charge along with the recipt from the payment. I look forward to working with you on this and resolveing it in a timely manner. thanks in advnace.

Consumer

Response:

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

Regards,

This is not a solution, this is a boilerplate response. This might even be automated.

I have already done this. Also they don't even provide a fax number or any way to assure I just won't send my personal information into there black whole. If they contact me with something I can guarantee gets to the right persons hands, I will gladly do it again. I will not send it in again to just get the run around for another month then have them ask me again to send it in.. I thought hand delivering the backup would be sufficient. I am tired of this boiler plate response. What about the other times I have submitted my info. Just delay delay delay until the customer gives up. Well I will not give up. I paid cox and will not pay again. This is flat out fraud. They do not actually look at the situation or my account. This is not them trying to solve my problem, this is cox pushing me off to the next person down the line. Send in your info we won't contact you and when you call back we will claim we don't have it. They will never admit they are wrong. They do not apologize or try to make the customer happy, because they don't have to. They know the only other option is satellite, which in stormy La is a joke. My next recourse will be small claims court. I am a very dissatisfied customer and I have made it a point to tell everyone I know about this. I am talking to many people about cutting the cord. To be done with cox for good.

Angrily,

[redacted] C. [redacted] III

Business

Response:

Hello Consumer,

Your account has been credited for the requested amount as a one time courtsey. if you have problems with your billing in the future you will have to supply us with proof. thanks in advnace.

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.

Review: Back around December 2014, I spoke with a Cox representative in an effort to adjust my bill. During our conversation I agreed to automatic payment being deducted from my bank account with no increase in cost and no change in my services for 1 full year. After 1 yr, my price will be adjusted to whatever the cost is on that day unless I call to make changes. I have been a customer with Cox for at least 25 years. I recently had a channel removed from my variety package which I have had for years. I spoke with 2 representatives who tried to correct the problem unsuccessfully from the office, a technician even came out and spent more than 2 hours trying to correct this problem to no avail. He informed me that his supervisor would call the following day. I received a call two days later from an unpleasant supervisor who blatantly informed me that the channel had been removed from the package I purchased years ago and it was included in another one of their packages and if I want the channel I will have to pay additional fees. I asked why wasn't I notified of the change before hand and he said I would have gotten it in my bill but I chose to have automatic payment taken from my account therefore I was not informed of the change. I spoke with another supervisor on today who said I was grandfathered in because I already had the package when the change was made on July 1, 2015. She out me in hold a minute then said the same think the the previous supervisor said. I have been a loyal customer for 25 years and this is just inconsiderate of Cox. Not only did they alter my cable services, I did not even get a notification of the change. I have Cox cable tv, internet and telephone services. I am totally disappointed.Desired Settlement: I would like to be grandfathered in for the duration of my agreement since the channel was in the package I have had for years and I was not properly notified of the change.

Business

Response:

Review: Background:I am a former Tulane undergraduate student living in New Orleans for four years. Cox has notoriously poor service but my last encounter with them is on a whole new level.As a junior, I lived in a house with three roommates who were all seniors. In that house, we had three cable boxes total. At the end of the year, all of my roommates were graduating, so they returned 2 of the cable boxes, and I kept one as I was transferring my service to an apartment a few blocks away. No problem there.Fast forward a year:I am finishing senior year, closing my utility accounts and my cable and internet accounts. I pay all my final bills to Cox, and return the ONE cable box that I brought from my old house. (I'll reiterate that the other two had been returned a year prior.) A few weeks later, after I have completely moved out of New Orleans, I start getting phone calls from Cox telling me I have an outstanding balance. I tell them that this cannot be possible because I paid all my bills and returned the cable box. It takes me about 5 service reps before one finds out that the balance is from a cable box that wasn't returned. I tell them no way. They then tell me they have record of the one I had just returned, but a whole year ago they only have record of one being returned. I tell them this cannot be correct because my former roommates turned their boxes in together - there must have been a recording mistake on their end. They have no evidence I ever had two cable boxes in my apartment senior year. They basically tell me tough luck, and if I don't pay and/or can't provide receipts from over a year ago, they are going to pass me off to a collection agency.I am absolutely fed up and am being completely BULLIED over $300 by this cable company who already has a monopoly on the market and clearly made the mistake on their end. Cable boxes don't just grow legs and run away. However, they're convinced it's my fault and insisting I must pay, or I get the collection agency.Desired Settlement: Please drop the charge completely. I do not owe Cox another dime for their incredibly horrible service.

Business

Response:

Review: Advertising,service and billing issues. I just moved here a couple a months ago. Called to get a bundle deal on cable and internet and was offered a deal for $128.00 a month for phone, cable and internet. I was told no deposit just needed to go into the office and show to forms of ID to get services started. Well the young lady in the office on Elysian Fields ave. stated to my wife and I that we needed to pay $100 deposit. I said that's not what we where told and she just looked at us and said when you pay that you can get service. We left and my wife decided to call and pay the $100 over the phone and then we find out that this same young lady cancelled our install day without telling us.Okay we finally get service and this first install guy left wires everywhere and didn't even give any instructions and my wife had to use our phone cords to complete the hook up for the phone. Well my wife called and they had to send someone else out and I forgot to mention we did not have the channels my wife originally asked for. So we told we needed to pay more for that. The next cable guy came out to fix the mess and he had to redo everything and he took the time to find out where the cable wires were located in the home. He was great. Now we get the first bill over $267.62 what??? my wife called several times no results. She pd the bill O bal. next bill for $178. and she spent countless days and hours on the phone until at some point a supervisor realized we had been charged unnecessarily & shouldn't have been charged the deposit finally looks like we are getting somewhere my wife pd the 147 that was due 0 the bill only to get a 260. bill again. We only had service for 2 months. And we have had several outages with our service with a recent few days of no service at all service tech was sent out but service had finally came back on and in spite my wife telling him that the tech support staff said one of the boxes was not receiving a signal he left and done nothing. Service out again. Bill no explanation.Desired Settlement: I would like to get what I was offered for a year and I would like my bill zeroed out to start from scratch without all this confusion. My wife calls and the reps can't even explain what's going on with the bill. My wife asked the rep if all the channels we were getting with Directv were in this bundle we were told yes and the phone service is good for nothing, there aren't any features on the phone. Cox cable is a rip off just like our friends let us now after the fact. I hate this service.

Business

Response:

Review: From 11/14/14 to the continuing present Cox has been inable to provide consistent Internet service. Representatives have given us excuses ranging that the network is continually down to a variety of reasons. While these breaks in services are occurring, I am continually being charged for ISP, even when they know their network is down. My complaint is not only that they cannot provide consistent service in my area, but that they are falsely representing to the public that they can serve an area in Terrytown when they clearly cannot based on the statements of their tech support representatives. Continuing to bill me for uninterrupted ISP service from the billing side while the operations side of Cox knows the network is constructive fraud. If the network is not down in my area then Cox tech reps have been lying and providing false representations to a customer.Desired Settlement: I want an inquiry that matches network outages to customer bills to determine whether Cox is not providing service during certain times and billing the full amounts to customers and I want refund checks issued to all customers who did not receive what they clearly paid for. Cox operations knows when they have an outage and are not communicating with billing to provide the credits.

Business

Response:

Review: My cable box went out. When I brought it for replacement, the Cox location on Airline Hwy replaced it with a box that did not have DVR (which is a service that I pay to have). Unknowingly, I got the box home and couldn't get it to work which resulted in a call to their customer support. The customer support agent informed of the issue with no DVR and asked if I wanted to take it off for a cheaper bill. When I received my bill for this month, it was higher. I called in to customer support which transfered me to loyalty department. They informed me that the agent had canceled a package that I had which resulted in a higher bill. That was not agreed to by me. They also informed me that there was no way for them to resolve it and return to my previous package. They could only charge me less for less services.Desired Settlement: I would like to be returned to my previous package and the correct cable box be sent to me.

Business

Response:

At Cox Communications Customer Satisfaction is our number

one goal! We are sorry to hear that our customer has concerns with her

billing, and had to escalate their issue to the Revdex.com. I have reviewed the account and found the customer was

paying a promotional price of $9.99 for the DVR Service. Before removing the DVR service our customer’s

statement was $132.40. Keeping with our mission statement “to be the

most trusted provider”, I have placed a campaign on the customer’s account to

reduce the statement to $131.65 until the price lock agreement expires on our customer’s

account on June 23 2016. I have dropped

shipped our customer a DVR box which she should receive in the two business days,

and a return box that will be coming after that to return the HD Box. We thank our customer for bringing her concerns to our

attention, and apologize for any inconveniences that this has caused. Thanks for choosing Cox Communications.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10880282, and find that this resolution is satisfactory to me.

Review: Regarding Billing on International Calls. I had an international calling plan with [redacted] Telephone service since June 2012. [redacted] erroneously removed the international calling plan and proceeded to overcharge me for international calls. I first notified [redacted] of the problem on 4/24/2013 and they corrected mistake. However, final bill with account closure, there were two international calls billed at incorrect rate with the other international calls at correct rate. Overcharged $104. 28. Called [redacted] on 5/17/13, 6/19/13, 7/2/13, 7/10/13. Never corrected. I paid bill due to threats that [redacted] was going to send the bill to collection agency and effect my credit rating. But I continued to dispute. [redacted] notified me on 7/10/13 that dispute was unlikely to be corrected since it was not disputed prior to closure of account. However, [redacted] closed my account prior to my receipt of final bill with disputed charges. I was incorrectly overcharged by [redacted] completely due to their errors and request a full refund of disputed charges including the interest I was charged.Desired Settlement: Full refund of $104.69. That amount includes interest I was charged.

Business

Response:

Dear Ms. [redacted]

Review: I have several complaint issues. I have been in my new home since July and I have received 3 main contour boxes and 1 secondary box. That is 4 boxes in less than a year. I have complained about my Internet connection as well as to my television issues. Clearly there is something going on and switching the boxes out is not the answer to everything. My current issues is with the 2nd box, Internet, lack of upper management involvement, and now my bill. The issue with my 2nd box started last week in April. I did the refresh myself twice with no luck. The 1st time I called the for the issue the tech sent refresh but said it would take awhile and to call back if it didn't work. I called back again another signal sent but didn't work. Technician was scheduled something with outside would be fixed the next day. Still not fixed scheduled another technician he didn't show. Spoke to Supervisor who scheduled lead tech to come out and also talk about Internet connection. Told by Supervisor I do have issues with Internet. Tech was a no show. Spoke to another Supervisor situation tech scheduled again. Tech changed box, but now that new box and the main box is not communicating so now I can't do any DVR type stuff with that box. In addition, he said it had something to do with outside and would be done the next day. Box still not working properly and still no DVR connection to that box. Called and requested to speak with upper management. Told it would be 24 hours before I get call. I provided the number that should be called. Its now been 96 hours and no call. Now my bill has gone up. Not sure why because I have the 2 year thing where bill stays the same unless I cancel. I have not canceled anything. It is going on a month and I am still having problems. No follow up from even the supervisor to see if my situation has gotten resolved. I have taken pictures almost everyday as proof. I even have a video. This is ridiculous. I wanted to complain to corporate but no direct information on them. FIGURES!!!Desired Settlement: I want my service to work and the tech should remain to make sure everything is working including whatever needs to be done outside. All these people need to come together or send a person who can do it all. I want credit for all the days my service has not worked. Credit was provided through May 16th. I want the option to cancel any service without a penalty. I want my bill adjusted to where it was. I will not pay my bill on June 9th until my service is working. I do not expect late fees.

Business

Response:

Review: This is getting ridiculous. I have been calling COX for the last 4 months in regards to connectivity issues. The internet has been down and everytime I call it takes an hour to get anywhere. When I finally get a tech I am told there is an outage in the area. I have been calling once a week for about 4 months now. It seems like there is an outage every week. I work from home and I need reliable internet service for communications. I even pay for the higher speed one. What is the use of paying for high speed internet when I cannot use the internet. I have had to sign up for Wifi HotSpot from my phone costing me the same price as COX internet for the month. When I ask the tech why is it I am paying full price for unstable internet they transfer me to customer service. I get customer service and all they can say is we apologize it should be up shortly. For example, I called today at noon. It was suppose to be on within 3 hours. Well now its 9:30, and I am on my HOTSPOT!Desired Settlement: I would like some sort of credit for the four months I was unable to use the internet! I had to pay out an extra $60 to order HOTSPOT.

Business

Response:

Review: EMAILED AGAIN ON 2/3 & 2/17/16 & OVERCHARGED $8.00 AGAIN ON 2/18/16 BILL. NO RESPONSE ON OVERCHARGE OR DAMAGED FURNITURE TO DATE.

Cox Email on 1/25/16 @ 5:02pm I emailed you on 1/12/16 & have not received a reply regarding the issue of incorrect billing for mini boxes as well as damaged caused by your installer on 7/18/15. Upon further research, I also see where you incorrectly charged me for Installation 11/9/15 $50 as well as incorrectly charged me for my monthly TV Service on 10/18, 11/18, 12/18, & 1/18/16 which is supposed to be $72.99. These errors total $79.76! I am expecting this to be corrected for the future & a credit for what I've already paid - IMMEDIATELY!

Cox Email on 1/12/16 @ 12:17pm I moved to this city & state in July 2015 and was given your representative's name & cell phone number to call for service by the apartment manager. I have had multiple serious issues since that date 7/18/15 & can't get resolution. I have been in person 4 times, called, emailed, & even live chat! Your first installer (yes, it took two other installers afterwards to fix installation issues) damaged two pieces of furniture which I took pictures & called to report immediately. I was told a supervisor would call & come see. No call & no see! When I went in person, I was given a "Sr. Sales and Ops Specialist" business card & told to email the pictures & repair estimate I had obtained. I have done this 3 times as well as called this person & left voice messages to confirm receipt of documents & still no response. I received 5 mailers regarding the new mini box and that I would receive 2 mini boxes for 2 years at no charge, yet every month I have been charged $5.98 & paid them. Per live chat & telephone conversation (which was forwarded to the "Escalation Dept"), I was told the payments already made would be credited & it would be corrected. I was given (after much hesitation) ticket #5415920 but still has not been resolved. I am DEMANDING that the issues of furniture damage & overcharges be addressedDesired Settlement: I have been overcharged $87.76 to date which I paid so services wouldn't be disconnected. I was a refund on that AND my future billings to be correct as to what I signed for TV @ $72.99 and INTERNET $32.99. I also want reimbursement for the two pieces of furniture the first installer damaged that had just been delivered the day before which I sent pictures and estimate.

Business

Response:

We are sorry to hear that our customer has concerns regarding their unresolved damage claim, and billing. Our Field Contract Leadership Team at Grayco Communications has made multiple attempts to reach our customer at ###-###-#### since March 17, 2016. Each time they have left their direct contact information for our customer to return their call. The most recent call being today (March 24, 2016) at 12:14 pm, without our customer returning these calls our contractor partners are unable to access the damage claim for a resolution. Regarding our customers billing concerns, we notified our customer on their January 18, 2016 statement of our rate increase that took effect on January 7, 2016. The rate increase affected our customer by an increase of $ 3.00 on their Starter High Speed Internet Services, and $ 5.00 on their Cox TV Essential Services; for a total increase in their statement of $ 8.00. While we hate to increase rates at any time this increase was necessary to support additional investments in improving our services and increases in programing and business cost. We thank our customer for bringing their concerns to our attention, and for being a Valued Cox Customer. Sincerely Cox Communications Executive Escalations Team SE

Review: My Internet service was interrupted Saturday May 2nd at 630 pm. Was told I if a bad router box. Got new one today Monday 4. Internet still doesn't work. Someone cut into my line. Told me they can't have anyone out till Wednesday may 6. I will be out of Internet for 5 days when they try to send someone to fix the issue. Was told I will not be giving a credit for no service till they figure out what is wrong. This will be the fourth tech that has came to my building to fix my Internet in less than six month. Also I was told cox owns the area I live in so no other provider is allowed to offer services. I believe that this is a monopoly and I should not be forced to buy from one company when I live in a major city.Desired Settlement: I would like my Internet fix sooner and be refunded for my time lost with no internet.

Business

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