Cox Communications

Review: I change from ATT Universal because of the SEC channel. I was told I would get someone to install the products that I ordered. Cable TV, Phone and Internet, some did come to the house to install. But not the right way nothing worked.So a second person came to the house and tried to fix the problem. The internet never worked properly, I called a third time and they said it would cost me $ 99.00 that it was my computer and $ 99.00 a month to keep it fix. I said no so I bought a new computer, then had to buy a new printer because it was not compatible. After sending $ 1, 000.00 dollar the internet would freeze as well as the T.V.After calling four more times and each time I told them I was going to go back to ATT.They billed me $ 199.00 for early Termination Fee. When it never worked right at all.They never lived up to there part of the service.So I change back to ATT on 11/14/2014, I run a business out of my house. I need a working computer to do my paper work for American Greeting Card.Desired Settlement: Of Early Termination Fee Agreement $ 199.00First installation 8/6/2014Second installation 8/7/2014 Phone and internet came 8/8/2014Called Several times about the TV frozen9/2/2014 said it was my computer for $99.00 and $ 99.00 month said my computer had a virus. Bought new computer and printer $ $ 1, 000.009/13/2014 lost TV service[redacted] internet never worked right and TV frozen all the times.

Business

Response:

Review: For almost 2 years (though only actively pursued resolution for 3 months now) my internet connection has been randomly rebooting. I have done everything to resolve the issue on my end and Cox has done NOTHING on theirs. They continue to insist that the issue is not their problem yet have not checked any of their own equipment including the connection at the pole outside my house which should have been the first thing checked. I see this as extreme negligence.The service is sold as an always on connection and it is anything but. They maintain a position that they will only prorate a refund if the connection is not active for a consecutive 24 hours. If I can't use it because of their failure to maintain a proper infrastructure, I should not have to pay for it.Desired Settlement: I would like a full refund for my internet service for the last 3 months since that is all that is officially documented though I feel it should be more than that.I would also like my connection issues resolved. Seeing as the current structure of ISPs is that of agreed upon monopolies, I have no alternative for cable internet in my area.

Business

Response:

Review: I am currently an internet consumer that uses Cox (only for internet, not for cable). I make my payments with Cox online through their website. On 2/28/14, I made an online payment for $73.99. This payment was submitted but never processed until 3/18/14. My account has been behind ever since.Desired Settlement: I'm asking for payment of one month's bill ($73.99) due to mishandling of funds and deposits.

Business

Response:

Hello Consumer,

Review: My bill is being mailed to the wrong address for over 2 years. I have tried to change with them for over 2 years with no resolve. The address they are sending my bill to is [redacted] - and to my knowledge, this address DOES NOT EVEN EXIST. My former place of business was [redacted], we have since moved to 1[redacted]. There is no place online for this particular account to be changed. The mail man at [redacted] was smart enough to know that [redacted] meant [redacted] I guess and would forward the mail or leave at the old location which is closed but still receiving mail. But, since this address is so wrong we did not receive the last 2 statements because of this fault of theirs, not mine and my internet was turned off. I received no emails or phone calls to alert me. Also, I received a service charge fee of $100 for something that was THEIR FAULT. I was unsure what to place this complaint under because the customer service is horrible as well. They are rude and never in the wrong in their eyes. They are not willing to find out the issue to problems, take days to call you back, and still act like they don't know what you are talking about, and issues still unresolved. I will have my employees and office manager comment and complain about services at a later date since they have documentation and first handed experience.Desired Settlement: I would like the correct address to be used for billing. I would like a phone call or email when a bill is past due or due. I would like an apology from the customer service department for causing me undue stress and time on this matter. I would like to not be charged any late fees or activation fees for them mailing bill to the wrong address.

Business

Response:

Dear Ms [redacted]

Review: I ordered the Cox contour ultimate package with advanced tv & 4 premiums & opted for self installation. Although I had to wait for a new box I thought that since I had a dvr that I would be able to get most of the the channels after switching from the starter tv package to the ultimate. Unfortunately none of the premium, on demand, or any other chanel beyond the package I had worked, they all stated I needed to subscribe. I contacted Cox via live chat & was told I had to have the contour box in order to do so so I unplugged the box. I also received a email from Cox during live chat stating that I needed to contact Cox to complete order, I told this to the rep & was told it was because the price of the bill $200+ I agreed to the charge then she stated that a tech would have to come out to complete the order & that it would be $50 for pro install I said whoa, wait $200 plus & $50 when I opted for alef installation I think I need to reconsider getting this package if I have to pay for something I said I'd install myself, I already have Cox cable. I was told that the fee would be waived & asked if that would help, I stated yes. I was then told that the bill would be $211 a month, internet included. I went online to view my bill & it showed $300, it had the pro install & prorated charges for channels I couldn't tune into (advance, something called expanded service) & channels I didn't have before switching to the ultimate package.Desired Settlement: I want the pro install fee removed because I was told that it would be waived & I want the prorated charges for the channels I did not have before the switch (advanced tv, expanded service, etc) on 10/31 dated 10/27-10/31 removed as well. The box was not even turned on on the dates 10/27-10/31 after I discovered that I could not tune into any of the upgraded channels. I should not be charged for channels that did not function.

Business

Response:

At Cox Communications our mission statement is to be the most trusted provider.

We are sorry to hear that our customer felt no other alternative but to contact the Revdex.com regarding their billing dispute.

I have reviewed the account and issued the credit for the installation charge ($50.00), as well as credited the partial charge that was charged for the Advanced TV service from 10/26 – October 31 ($2.00) when the services were installed. The total adjustment we applied to the account is $56.07.

We thank our customer for bringing their concerns to our attention, and for allowing us to the unique opportunity to serve them through this avenue. We thank our customer for choosing Cox Communications.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10945325, and find that this resolution is satisfactory to me.

Review: My cable bill was too high. After speaking with a customer retention representative, my service was modified to become and "Introductory service" for the space of one year. The price quoted was $35 per month. The first bill for this service was for $59 for the month. I contacted Cox Communications and was told that no such record existed quoting the $35 price. I consider this a bait and switch.Desired Settlement: I would like some kind of notice informing people of Cox Communications' bad business practices and bait and switch advertising.

Business

Response:

Review: I have been a customer of Cox Communications for 22 years. I have had internet service with them since 2000. All wiring for this service was done by Cox Communications. I have had a poor internet connection for the past few weeks. I was informed that a tech would come out, check the system out and most likely exchange the modem. On the day of the appointment, I received several calls (from the office and 2 technicians) asking if I would like to reschedule. I was clear that I needed the problem resolved. The technician arrived late but identified several problems with the modem which required replacement. I was given a new modem which now required a monthly fee. I was told that the tech did not have my old modem on the truck. On Saturday another tech came out. I explained my download speeds had decreased. He did nothing to address this. He said I could use my router as an extender. I informed him I needed to have the connector on the cable replaced. He said that was my responsibility. I informed him I had an inside wiring plan. He then said he did not carry tools for that. I contacted Cox and was told I could fix the cable myself or purchase a second line of service because "we don't use Ethernet cables." I explained that all internet work in my home was done by Cox and I was sold an inside wiring plan and Cox needed to support the work previously done. I also informed them that the technician was rude and had no interest in resolving my internet issues. After multiple service calls, it was determined that main service line was substandard and did not provide an adequate signal. Today, the line was replaced. The tech was working alone and hurried. He engaged in unsafe work practices such as jumping over my neighbor's fence. The workmanship was poor. As it turns out, he hit a sprinkler line in the area where he dug out the cable. Surely, he knew this. The representatives at Cox appear in no hurry to address the damage to my home. The sprinkler system is not usable with an interruption in this lineDesired Settlement: I would like to have an assessment of the damage done to my home in a timely manner so that I can proceed with the repairs. Moreover, I believe that the workmanship done should be reviewed by a supervisor to ensure it meets the required standards.

Business

Response:

We are sorry to hear that a sprinkler line was hit while we are burying our customer line, and that our contractors partners worked in a way that our customer feels is unsafe. Upon receipt of our customers concerns our Field Contractor Leadership Partners Grayco Communications reached out to our customer to address her concerns. Our customer explained that she would have her “Pool Guy” repair the damage to the sprinkler line, and send the invoice for the repairs to Grayco Communication who will be paying the invoice. We thank our customer for bringing their concerns to our attention, and apologize for any inconvenience caused. Sincerely Cox Communications Executive Escalations Team SE

Review: My complaint is because I have signed for cox services two weeks ago and I am on my fourth appointment.First appointment no one showed up or called to let me know that they were not coming.Second appointment the guy that showed up spent three hours and wasn't able to get it done.Third day same guy came back and worked for three more hours still no signal and forgot the modem for telephone/internet twice.Said he was putting a ticket to get it checked at the utility pole.Never said anything about a follow up visit!Called cox back on 3/3 and spoke to a rep. Said that no message on my account about a follow up visit so I scheduled a visit for today (3-/6) so I have been waiting with no television service for five days.Cox did not show up or call today so I called and cancelled the account.Desired Settlement: I want to form a complaint because of poor service.

Business

Response:

Review: I have been a Cox customer for over 30 years. I called Cox Cable Retention in December 2013 to negotiate our bill because we knew it would be increasing. I asked the man how we could change our services (bundle - TV, Internet, Telephone) so that our bill would not increase. He analyzed everything and told me that he could keep it at $160 - $165 if I would commit to staying with Cox for 2 more years. I said yes. The next 2 bills arrived and they were fine. Then, Cox transferred our service to our neighbor and disconnected us. Either our neighbors used our address or the Cox installation technician entered the wrong address. It took weeks and endless hours on the telephone to get our account reconciled. We now have a new account with a different payment date and a higher bill. I have called and have spoken to numerous people at Cox about the bill, but they say there is nothing they can do. Cox increases the cost of service every year without informing customers. They made a serious mistake with our account and will not change our cost to what it was before they mistakenly transferred our service to our neighbors.Desired Settlement: I want the bill to stay in the $160 - $165 range. That is what I was told it would be in December and that is what it should be.

Business

Response:

Hello,

We added a savings to lower the customer monthly rate to $165 for 24 months.

Review: I called Cox to get a quote for internet/ cable services. I was quoted a rate for Bronze Bundle. On their site coxvalue.com/bundle it says certain Bronze accounts qualify for a prepaid VISA card. When I asked about that, I was first told that the Bronze level didn't qualify. When I said the internet showed the Bronze as included, and sent a screen shot, the customer service rep (A[redacted] X 1746) agreed and sent off my screen shot to someone higher up. Today she called me back to say that my address doesn't qualify for the VISA. I asked for proof that someone somewhere at least qualifies, as it otherwise looks like false advertising to me. She was unable to provide proof, due to client confidentiality. I let her know that I would be contacting the Revdex.com to verify that customers DO exist who are receiving the VISA, as it's deceitful if no-one with Bronze is actually able to get the card.Desired Settlement: I would like the VISA credit card if I sigh up for the Bronze level, as promised. If I truly don't qualify, yet someone else does, I want proof that some customers are actually able to get the card. Cox shouldn't be advertising that the VISA is for some Bronze customers if it really isn't. Thank you.

Business

Response:

Review: Cox has went to electronic payments and has $300.00 dollars of my money and will not credit my account, my bank, Well Fargo and ourselves have faxed the proof of payment several times now and still nothing, Cox keeps turning off my cable, several time now, I've called several times, my wife has called several times and my bank has called several times.I called today and they can't seem to find the faxes!!! they aren't worth the drama and frustration...Desired Settlement: I want my $300.00 bucks, credited to my account and two months of free service, for the frustration of this for the last several months.

Business

Response:

Dear Mr. [redacted],

Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint letter filed through the Revdex.com. Cox has issued a credit to your account for the misapplied payment. This credit was applied yesterday, September 12, 2014. Cox also contacted your home and spoke with Ms. [redacted] to advise of the credit.

In addition to the credit for the misapplied payment, we have credited the remaining balance on your account.

Please accept our apologies for any inconvenience we may have caused you. I am available for any additional questions and/or concerns you may have regarding your Cox account. My office hours are 7:30am to 4:00pm, Monday through Friday.

Respectfully,

Office of the General Manager

Executive Offices of Cox Communications, California

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10216921, and find that this resolution is satisfactory to me.

Regards,

Review: PREDATORY AND MONOPOLISTIC PRACTICES: After two years of being "on contract" in which Cox provided BASIC internet service for a monthly fee of $25 the first year and $35 the second year, they summarily increased the service fee to $48. I did not agree to this increase, but they contend that by turning down a new contract that included Cox TV service for $60 that I was then "off contract" and they were free to change my rates. This situation was not immediately obvious and several months of questioning my billing statement, receiving credits, and reconciling the account was then followed by a complete reversal and notice of past due. I believe the practice is predatory because contract protection was only offered if unwanted/uneeded services were accepted. These services are not a cost effective solution for people on limited income and basic needs. When asked for an affordable service plan, the agent responded with a minimal service plan of $33/month that offered 1 Mbps of download and 200 kbps of upload; in essence email service...FOR $33 A MONTH!I believe the practice is monopolistic because Charter Communications has been running adds for months that offer 30 Mbps of download for $30. When I contacted Charter they said they could not supply service to my area because Cox has exclusive cable rights in Santa Barbara. When I went to the local office and explained my situation, they could only offer the minimal service. When asked why they weren't more competitive with Charter, the agent responded, "We are not required to be competitive."Desired Settlement: This is of particular concern to elderly and disadvantaged folks. The monthly rate of $48 rivals my COMBINED cost of gas and electricity in the summer months. Cox exclusive rights to cable service in the SB area need to be terminated or made competitve and responsive to the community's needs. A format similar to other utilities should be put in place that includes a monthly "meter charge" of $5~$7 and a monthly rate charge of no more than $2 per Mbps download and $3 per Mbps of upload.

Business

Response:

Let me begin by thanking you for allowing *ox the opportunity to serve your *ommuni*ation needs. We are in re*eipt of your *omplaint letter filed through the Revdex.com regarding the rates of your servi*e.

Our re*ords show that you initially installed internet servi*e on Mar*h 4, 2009. At that time, your monthly re*urring rate was $28.95. Sin*e your install, *ox has in*reased its internet speed on several o**asions without in*reasing the monthly re*urring rate.

During our rate *hange in O*tober 2011, the level of internet servi*e that you subs*ribe to in*reased from $31.99 to $34.99 per month. Our re*ords show that you then agreed to a 12-month *ampaign that provided you with a $10.00 dis*ount per month for 12-months. This *ampaign expired in O*tober 2012.

O*tober 2013, *ox *ustomer’s experien*ed another rate *hange. As a result, the internet servi*e that you subs*ribe to in*reased from $34.99 to $47.99 per month. This rate remained the same through our dis*onne*t date of June 30, 2014.

All *ustomers are notified at least 30-days in advan*e prior to *ox implementing a rate *hange.

Our re*ords show that on July 17, 2014 you spoke with one of our *ustomer *are representatives in regards to your a**ount. As a good faith gesture, they forgave the remaining balan*e of $71.20 by applying *redit.

Mr. *., *ox would like to apologize if this was not explained to you. I am available for any additional questions and/or *on*erns you may have regarding your *ox a**ount. My offi*e hours are 7:30am to 4:00pm, Monday through Friday.

Respe*tfully,

*OX

Review: Helllo Revdex.com,I just had an incredibly time-wasting, insulting conversation with Cox in 'attempt' to cancel my cable bill. And in the end, I wasn't even able to do it. They hung up on me. Seriously!If you try and 'cut the cable' they literally shut down on you and spend the next 30 minutes either telling you your options, how they can save you money, offering other package options, and putting you on-hold for unknown reasons. And you can't stop them from doing this because they keep telling you, 'we have to go through this process. There's no other way'.In the end I told them I don't want to hear about any other options, I just want to shut off my tv/phone package and finish the call. They ignored me, proceeded with more options until I got so frustrated I started talking over the representative ([redacted]) who just continued to talk about other offers. Finally she got sick of listening to me talk over her and said, 'perhaps we should try this conversation again later', and hung up on me. An hour wasted. Now what? Call them again and start the process over? Craziness. This was the most unbelievable interaction with a company I have ever had. And I'm sure it is exactly what everyone else is going through right now too.Thanks for your help on this.Best,[redacted]Desired Settlement: They change my package to internet only, stop the selling madness, and make it the simple process it should be. (Account is in my wife's name: [redacted])

Business

Response:

Dear Mr. [redacted],

Review: We have had ongoing billing issues with Cox. We had repeated lost payments, misapplied payments, and improper disconnections (and the resulting fees). We mailed a check to Cox, which was deposited on 4/18/14, and on 4/21/14 our service was disconnected. After calling customer service yet again, and being told yet again that we would be forced to pay another reconnect fee (when it was Cox's mistake that we disconnected in the first place), we told them that we no longer wanted service and that we were cancelling our account. Not only did they keep the check deposited on 4/18/14 (for the future month's service), but they now have sent our account to collections for another $166.53, claiming that we had service until 6/27/14. We spent several hours on the phone with customer service before the account was sent to collections, being sent to no less than 8 different representatives, none of whom could do anything to help us. We were assured that we would not be sent to collections until this was figured out, but now have received notice that it was sent to collections. The collections agency said they can do nothing to help us, and that this is an issue between Cox and us.Desired Settlement: We want our account cleared out of collections, proof that our credit has not been hurt by this process, and a refund of our final check, deposited on 4/18/14.

Business

Response:

Let me begin by thanking you for allowing Cox the opportunity to serve your communication needs. We are in receipt of your complaint filed through the Revdex.com in regards to your account. I have researched your account and have determined the following:

Our records show that on June 26, 2014, your account was disconnected due to non-payment. Prior to your account being disconnected, the last payment we received was on May 15, 2014 in the amount of $110.79. However, your account balance was $252.84.

Based on this information, Cox feels that you have been accurately billed for the services that you subscribe to. As a result, we must respectfully deny your request to have a credit applied and your final account balance of $166.53 pulled from collections.

You may contact me directly with any additional questions and/or concerns regarding your former Cox account.

Respectfully,

Office of the General Manager

Executive Offices of Cox Communications, California

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

Review: On 6/5/2013 a person representing Cox Communications offered me a 2 year contract with Cox Communications if I would switch my internet and home phone from Verizon to bundle these services with my existing Cox Comm. TV service. The TV service was still under my fathers name Henry who was deceased but the representative wrote my fathers name on the contract. I was told I just needed to change the new bundled service to my name, which I did, in order to have the signed contract bundled service.After one year I noticed my bill went up approximately $20 per month. I called the local Cox Comm. customer service and was told they did not have 2 year contracts and that they only did 1 year contracts. I told them I had a signed 2 year contract by a representative of their company on a Cox Service Order form. The representative said sorry but they could not honor my signed 2 year contract because they only offer 1 year contracts. I asked why they had a person representing their company going around offering a 2 year contract to switch to a Cox Bundle using their Cox Service Order Form if they were not going to honor the contract. The customer service representative told me he didn't know and there was nothing he could do for me. I had figured my savings for deciding to switch and bundle with Cox by using figures based on a 2 year contract so now I am stuck with them and have been really upset that they could just brush me off like that when they had representatives out there signing up people to contracts they had no intention of honoring. I even told the customer service person I could provide a copy of the signed contract and he just said it didn't change anything because they would not honor it...period, end of conversation!!!Desired Settlement: I would like to have my 2 year contract honored my Cox Communications of Santa Barbara, CA and be credited for the additional amount I have paid each month of this second year, over and above the amount of the original contract that they refused to honor.

Business

Response:

Dear Ms. [redacted],

Review: We have recently switched to another TV service. I wrote two letters to Cox Communications and also sent an email requesting information on how to stop the bills and service. I have been completely ignored and kept receiving bills until a collection service called who finally put us in touch with customer service who hopefully stopped the service charges. I still owe them $143.16. My complaint is that no where on their correspondence does it indicate a way to stop service and when you ask for help you are totally ignored.

Desired Settlement: DesiredSettlementID: Refund

I will be paying the amount they say I owe but I would like a refund because I tried to stop this service two months ago.

Business

Response:

Business Response /* (1000, 5, 2013/06/25) */

Dear Revdex.com:

Cox Communications responds to Revdex.com case # XXXXXXXX.

First and foremost, Cox Communications apologizes for your experience. The letter you had sent to us was received on May 15,2013 to our Correspondence area. The Correspondence agent found that a disconnect order had already been processed as of June 18,2013. The agent assumed the matter was all set but failed to adjust the stop bill date. We have since sent coaching to their team leader.

The agent should have stopped the billing from the correspondence timeframe. The bill balance for the two month period was $186.68. The agent who stopped your bill prorated the bill to $143.16. We have since removed this amount and the customer owes us nothing. Since our customer mailed in a payment in the meantime we will refund this payment.

We have spoken to our former customer and provided a direct contact number in the event further assistance might be needed.Our refund team has been notifed as well.

Thank you,

The Customer Relations team

Review: Breach of contract. - Cox cable sales rep. [redacted] signed me up for services in or around Feb.2,2014 which included installation, at no charge, starter, advanced, HD/ Client, and HBO for a period of 12 months at a promotional price of $9.89/month. On my first bill within less than 30 days the charges were $42 for the first month of service. I contacted [redacted] at 8052450477 and he stated he would resolve the discrepancy and not to worry, but as bills continued they were never adjusted to the promotional rate. These amounts continued to accumulate at a rate of $42/month although [redacted] informed me of the 12 month promotion of $9.89/mo. Monthly I made $10 payments on my bill to satisfy my end of the agreement as noted. I then contacted [redacted] again after the 3rd month of no changes in billing and [redacted] referred me to his supervisor. [redacted]'s supervisor informed me that he would personally take care of the billing issue and not to worry. After 5 months of service and no changes were made I contacted [redacted]'s supervisor once again, at this time [redacted]'s supervisor informed me that according to the promotion I had to have internet services to receive the promotion of $9.89/month. I informed him that at the time of signing up that I was elderly and I did not want nor use internet services. Although, I informed him of my desire not to order internet [redacted] still agreed to sign me up at the promotional rate (please see agreement). [redacted]'s supervisor then said that I should just cancel the service if I am not satisfied after 5 months into the service. I am now receiving bills from Cox in the amount of $400+ over and above the $120 I was supposed to pay at the promotional rate. It appears to me that [redacted] and his supervisors are taking advantage of the elderly and low income by offering discounts for services they cannot satisfy. This appears to be a scheme to receive commissions at the expense of the public. I now have Cox billing me at rates I cannot afford.Desired Settlement: I would like for Cox Communications to adjust all invoicing for the period of time that services were provided to reflect the correct billing of $9.89/month. In addition, to all my pain, stress, and suffering, I ask that Cox Communications offer a settlement for future services. I request that better quality control standards be implemented to protect consumers like myself, elderly and low income. Cox should have followed up with a call upon ordering to verify the terms of my order.

Business

Response:

Dear Mr. [redacted],

Review: I was a customer of Cox in [redacted]. They provided me a modem and internet for which I paid, on time and in full amount, for several months. I then had to move to [redacted]. I contacted Cox to cancel service and have the modem returned. They assured me that shipping it to a return location would be fine and there would be minimal complications. When I returned to my hometown of [redacted] CT, I left my modem at the house for my mother to ship to Cox. Roughly a week after cancelling service, she shipped the modem to a return [redacted] CT location from Cox, less than 100 miles from my house. Cox claimed they never received it and have sent the $140 "wholesale price" (laughable, the modem could be bought for $40 at Best Buy) to collections. This is absurd as I verified the return location both on the phone with a Cox representative and made sure, twice, that the label on the package was for the Cox location. Their so called customer response team has told me again and again that I need a receipt from the post office, which my mother has been unable to find as of yet as she paid the post office in cash.Desired Settlement: I'd like them to rescind the claim against collections

Business

Response:

Dear Revdex.com:

Cox Communications responds to Revdex.com case #[redacted]

The Customer Experience team researched all information and made the decision to remove the equipment and modem cost of $139.42 off the customer's former account. The Collection Service we use on closed accounts will be updated.

One of our supervisors advised our former customer and provided contact information in the event of any future questions or concerns.

Thank you,

The Customer Experience team

Review: We lost power/cable/phone on 11/28. We called Cox, automated reply said they are addressing. When they said it was all set, we called again to say we still had no phone.We were told to call back after an hour. We called a 3rd time, were told this is thanksgiving, they are short handed, would come Friday 4-5 pm. I clarified my cell phone reception was very poor (almost nil in my home) and to please come regardless, that the call would probably not work, but I would be here. They never came. I called 20 minutes after the window, they said they had no record of a problem, later amended to they called and I didn't answer so they cancelled. He told me to unplug all phones for 10 minutes (live chat assistance) then said he would be back shortly. I took that time to rehook the phones, came back, he disconnected and I cannot get through via chat or email. He said he cannot get me service until 12/1. I have record of all of this.Desired Settlement: I 1. want my phone connected and 2. I want pro-rated billing for all the time I had no service.

Business

Response:

Dear Revdex.com:

Cox Communications reponds to Revdex.com Case # [redacted].

First and foremost, Cox Communications apologizes for this customer's overall experience. Our Customer Relations's team reviewed the customer's account history and found that we were able to reschedule an earlier appointment and fix the service issue. Also, we have provided the due credit for the time without service, along with a $25.00 overall good relations credit.

The information provided by our customer helps us get in front of these types of issues so they do not happen again and to coach where necessary. In addition, one of our Supervisors upon receipt of the complaint called our customer and acknowleded the customer's e-mail to the Revdex.com. We advised our customer that we would provide credit and left a contact number in the event additional assistance maybe needed.

We appreciate our customer's patronage and once again apologize for the overall experience.

Sincerely,

The Customer Experience team

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. However, I must add that having had similar difficulties with the Cox technical assistance in the past, I believe this will be the last time I find any resolution satisfactory. The difference in their customer service and professionalism has changed drastically since we first opened our account with them.

Sincerely,

Unreliable, poor trouble shooting, poor response, poor customer service for business internet and phone customer.