Cox Communications

Review: I received a bill from a collection agency 6/19/2015 called [redacted] out of ** stating I owe money to COX from 2010 in the amount of 224.61. This is the first I have heard of it. I called COX to dispute it since it has been 5 years. I have no way to prove that I paid since I no longer have those statements from 2010. The call to COX did not go in my favor. At first they could not find me....not until I gave my SS number. They were argumentative and disrespectful. [redacted] tells me that they received my account 4/24/15 and will be reporting the delinquency to Experian soon. I have NOT received any bills from COX in all of these years and find it highly fraudulent that they can come after me now and affect my credit. Please help meDesired Settlement: It think COX should erase the amount they think I owe because it is their negligence of not billing me in 5 years. Not even a phone call. I want it erased from my credit report immediately

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 06/20/2015 and assigned the complaint ID of [redacted].

A review of the account in question shows that Cox took the proper actions to notify the consumer of the balance due on the account after it was closed. There were three post-disconnection statements sent to the service address as no forwarding address was provided at the time of the disconnection. These statements were mailed on 6/1/2010, 6/29/2010, and 7/30/2010. In addition to the statements being sent, two letters were mailed to the customer one on 6/7/2010 and the second on 6/17/2010, directly from Cox requesting payment. Cox also made calls to the phone number on file, which matches the telephone number provided in this complaint. One call took place on 6/10/2010, by a live agent who left a message and were followed by two separate automated calls with messages on 6/11/2010 and 7/5/2010, before being written-off by Cox on 8/11/2010.

Notes on the account from July 22, 2011, indicate that the consumer placed a call to Cox to dispute the outstanding balance. At that time they were provided the contact information for the 3rd party agency managing the debt. After unsuccessful attempts to collect the balance the debt was transitioned to the current 3rd party agency on 4/23/15.

At the time the account was disconnected there was a balance for approximately two months of service. When the account was closed the bill was prorated leaving the balance in question. Cox views this as a valid debt to be paid by the consumer.

Sincerely, Cox Communications Executive Resolution Team

Consumer

Response:

Review: [redacted]

I am rejecting this response because:Revdex.com,After receiving the bill from [redacted] (3rd party) , I called COX to question the bill and why it had taken so long. A manager at COX told me ONE statement was was sent in 2010 and since the account was closed no others would have been mailed to me. No phone calls were made to my home. No other statements were mailed. Not even from a third party. I have lived here since 2003 and have had the same phone number. I find COX's rebuttal fabricated and deceitful.

Review: Initiated contact with Cox regarding a past due balance. Immediately paid approx. 1/3 due, post dated a check (agreed upon) for one week. Cox immediately took the funds (and charged us a service fee) rather than waiting until the agreed upon date. Two customer service reps. read notes stating that it did say the check was post dated. When I spoke with a supervisor asking that the transaction be reversed or a check be sent overnight to me, I was told that was illegal. Also, there are no longer any notes stating that the check was post dated. The supervisor named [redacted] doesn't know why the csr's told me that's what the notes said to appease me. Cox is willing to lose a ten year customer rather than make things right.Desired Settlement: I want the funds in my account immediately or a check overnight. The agreed upon amount can be taken out on the date it was agreed to. I also want a credit for my bank fees and the inconvenience this has caused.

Business

Response:

Dear Revdex.com:

Cox Communications responds to the complaint that was submitted on 10/28/2013 8:32:53 by one of our subscribers and was assigned your ID of [redacted].

One of our supervisors spoke with our customer to assist in the best way possible. The customer agreed to leave the payment on their account, and then fax this supervisor the information needed from the customer's bank so that we can provide a refund for the fees that had been incurred. In addition, we advised our customer that coaching information would be sent to the agents team leader who had worked with our customer on 10.25.13.

We appreciate our customer's patronage and apologize for this overall experience.

The Cox Customer Experience Team

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Although Cox did agree to pay the fees, I spent two days on the phone with supervisors telling me it was their error and nothing they could do about it. I needed the withdrawn funds back in my account the same day or was willing to accept a check send via overnight service. Cox refused. One supervisor told me he did not know the corporate phone number and it was on me to prove that I incurred over $100 in fees due to Cox error and then it would be reviewed as to whether or not Cox would reimburse me. Along with calling, I was emailing the customer serivce online team. It took 6 emails (3 begging for a contact name and number) to get finally get someone to finally contact me and when she did, it was not at on my cell phone as requested. The Cox team was extremely rude and unwilling to help until I said that I would take further action. The response from Cox makes gives the impression that the company willingly resolved the issue immediately.

Sincerely,

Business

Response:

Dear Revdex.com:

The customer service and technical support team are treating the customers at the worst. They behave very arrogant , never lister to customer concerns, just work for the name sake. They treat the customers as someone who are under their control, and have to behave as they expect. Their verbal conversation is so poor that, if you have once talked to them never even think to talk back again. The new place where I am moving to have only these providers, otherwise I might never have opted for them. The worst service I ever had and never even think to mention/refer this to any one close to me.

Review: I was notified by a collection agency ([redacted]) that I owed a past due from cox communications. This was the first I had heard about the amount and the debt was allegedly from early 2011. COX never notified me of the debt, never tried to collect the debt from me, and when I left COX in 2011 it was because there services were not working (internet) and was not under contract to obtain a penalty. I also had automated direct deposit to COX if a bill or amount was present, my bank would just pay. Because this debt was out there, it affected my credit score. I was in the process of refinancing my house when this showed up and caused my rate to be increased since it dropped by score over 10 points. The 82 dollars I allegedly owed COX will end up costing me $2350.00 over the life of my refi. I don't know how COX can get away scott free doing what should be illegal activities like this. Legal action should take place because of this. WHen I called COX for an explination and help with the matter, I was transfered 11 times (from customer service, to billing to collections, back to billing, back to customer service, to management, to collection, back to management... you get the point) Nobody could help in any way since I didn't have an account and wasn't a cox customer. It was literally the worst customer experience you could imagine. They must try very hard to be that bad. In summary, COX is making up charges, going right to collection agencies to collect these fake charges, and ruining people's credit scores costing them thousands of dollars in damages.Desired Settlement: Refund my fake charge. Contact me with an explanation from someone who can actually help. Fix my credit report. And admit that you are wrong. Help me with a solution on how to not waste over 2000 because of what you did.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 8/24/2015 and assigned the complaint ID of [redacted].

Review: I visited a Cox location and ordered service through them. They said my price was locked for two years, they raised teh price in six months.

I order service from Cox about six months ago. I switched our cable and internet service from my wife, [redacted], to myself, [redacted]. My account number is [redacted]. I visited a Cox service center in [redacted], which is a town over from where I live. When I ordered the service they told me my price was locked in for two years. They gave no indication that they were providing me a discount price for six months and then my price would increase at that time. I started to receive monthly bills of $124.87 until this last month when the price increased to $161.45. When I called and inquired I learned for the first time that I was on a discount rate for six months and that my price lock was for the regular price before the discount. I called Cox and their service provider tried to sell me more service at a higher price, before they offered me a $10 rebate on my bill, which I accepted. The only reason I accepted was because I have no other option for TV or internet in my neighborhood. I felt that was I was lied to and manipulated to agree to a change of service at a reduced price that was suddenly taken away at six motnhs.Desired Settlement: I would like the "discounted" rate I was promised, though I find that incredibly unlikely. Instead, what I really want is for people to know the deceptive business practices of this corrupt, monopolistic business.

Business

Response:

Dear Revdex.com,

Cox Communications responds to Revdex.com Complaint# [redacted] that was received on 10.25.13.

Our Customer Relations team reached out to our subscriber to advise our customer that the manager of the retail location he was waited on was able to add an additional discount to the customers account to attain the rate our customer was looking to attain which was $124.72 . We advised our customer since the new discount that was added is only good for the duration of one year and not the 18 months, after the one year the manager will ensure the remaining months will be discounted either by manually crediting the customer's account or providing another discount that maybe available at that time. Our customer's account has been documented in detail.

We appreciate our customer's patronage and the information provided so that we can get in front of these types of issues and coach accordingly. The customer was satisfied.

Thank you,

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.

Sincerely,

Review: Lost high speed internet service. Cox technician came out and determined line from telephone pole to house was out. He laid a temporary line across my line and I got service back. He said someone would be out to put the wire underground.I waited two weeks with no contact. I called COX on Monday 6/2/14. They stated someone would be out Tuesday 6/3 between 8-12am. No one showed. I called and the they said they don't give hour expectations for the ground teams. He said they would be there that day. No one showed.On Wednesday, 6/4/14, I called COX again. They could not find service order. I asked to have Dispatch call me before they came, so I could be there. Thursday, 6/5/14, [redacted] showed up unannounced and left a note in my mailbox to call him. I called and left a message. Thursday nite, I called COX to ask what happened. Call center said someone would be out Friday morning between 8-10am. Friday morning no one showed. I called [redacted] again and he said he could be out the middle of next week. I called the COX support and asked for a Supervisor. They had me now scheduled for 6/19. They were able to move me up to 6/16/14.I asked to speak to a supervisor for the digging crew. Can't do that, no way to get in contact with them. I talked to a supervisor of the call center in [redacted]. He has not local number or way to contact digging crew. There is no Manager or supervisor in [redacted]. that I can talk to. Their communication is terrible. No way to get a hold of people in charge. You wait ten minutes to talk to the call center supervisor, who does not know what is going on. when you complain, they drop your service call or give you another date and no one shows.Desired Settlement: Request service be installed before 6/14/14. I will have 50 people on my lawn with a wire running across it. This is a safety concern.I would like to be compensated for sitting home for 2 days with no action.

Business

Response:

Dear Revdex.com,

Review: Cox was supposed to install a new wire from my house to the ground (outdoors) box. This was completed, however the old wire has not been removed.

I sent this complaint around August 10, 2013:

I am beyond furious at this point that I was supposed to have a wire installed connecting a cable box to the house , however it has not been done yet . It was supposed to be done 2 to 3 weeks after June 28th when you had a supervisor check the connection, however it still has yet to have been installed 2 to 3 weeks after the original 2 to 3 week window. On top of that my internet service has been sub par averaging three bars out of 5, and since that wire has been sitting on my grass for 6 weeks the grass below the wire is now dirt Brown and ruined which will cost anywhere between 50 to 100 dollars to repair on its own. On top of that I still yet to have been contacted by your staff informing me of any updates regarding having this wire put into the ground. Your lack of customer service has been nothing short of upsetting so far. I already have started to look into having [redacted] take over as my cable service and if I do not hear from someone from your company in 3 days I will have no choice but to have a lawyer look into terminating my contract and seek damages suffered to my property as well. Please feel free to contact me anytime to discuss this matter as I would like to have it resolved as soon as possible are very important to me. Have a great night' [redacted]

I found out on the second call to Cox Communications since my complaint was filed (August 24) the wire was replaced July15 underground; however the above ground wire was never replaced. So the wire has now been on my lawn during the two hottest months of summer and cause significant damage to my lawn; as well as been a major pain in the neck when it comes to mowing my lawn.

I am tired of being told service has been scheduled by Cox, to fix my lawn and remove the wire as nothing has yet to have been done to make the situation better.

Which is why I turn to the Revdex.com for help.Desired Settlement: For starters, I need my lawn fixed ASAP and the wire removed from my property (as much as I think I can do this myself, I'm not comfortable handling equipment I don't know what repercussions may occur)

Second, unless Cox is willing to offer some sort of a discount on services in exchange for the grief and stress and time wasted handling this issue, I want to cancel services with the company.

I feel like Cox Communications treats me like a number; and their lack of customer service as well as lack of professionalism in giving me the run around to addressing the issue is completely unacceptable.

I am not willing to pay a dime to cancel the services, however would have no problem paying more money to a different cable company who would make me feel like my business is important.

Business

Response:

Business Response /* (1000, 5, 2013/09/06) */

Dear Revdex.com,

Cox Communications responds to the complaint #XXXXXXXX. We would like to extend our sincerest apologies to our customer for the inconveniences this situation has created. Unfortunately we experienced a break in communication between the two divisions of the company which handle drop replacement/repair and any maintenance work needed as a result. The impact to our customer is regrettable and we will do what we can to avoid such issues in the future.

Since receiving the complaint from the Revdex.com, contact with the customer has been attempted and Cox Communications has had the temporary drop removed. We are currently coordinating with our customer for a maintenance team to make the necessary repairs to the property. A part of the resolution desired by our customer was for a discount to services. Though we cannot provide an ongoing discount for the services provided we will provide a one time courtesy credit to the account. We do value our customers and are making efforts to improve each customer experience. Should our customer require any follow up in this particular matter they have been provided direct contact information for our Customer Experience Team and is welcome to contact us at any time. Sincerely,

Consumer Response /* (2110, 7, 2013/09/10) */

(The consumer indicated he/she ACCEPTED the partial settlement response from the business.)

[redacted] currently doesn't offer services in my area...so I have no choice but to stick with this company until they do so.

Review: Cox sells you a bundle package for your cable tv, internet & telephone. These packages have always included a price lock as long as you've signed up for a 1 year or 2 year package and it locks you in. There is a penalty if you want out. Now they're saying they can increase the price on these bundles because they broke them up into two catagories: Promotional bundle to save you money or Price Lock which will lock in the price. The problem is that they did not disclose this to the consumer (ME) when I renewed my bundle in November, 2013. They also do not send you this contract so you have no way of knowing this. Now, they have raised the price $21.00 a month and I can't get out of my contract until November, 2014. Isn't this considered a bait and switch?Desired Settlement: I just wish for them to honor the price I was locked in to.

Business

Response:

Dear Revdex.com:

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

Upon receipt of Revdex.com's information, Cox Communications Customer Relations team reached out to our customer on 2.27.14 to review their discount package . Our Customer Relations supervisor reviewed all options and what had been discussed on the monitored call when the customer's sale had been processed in November of 2013. The customer was offered a new package to which the customer accepted and the option of adding a Price Lock Gurantee.

This matter has been addressed and our customer has a contact number if any further concerns. We appreciate our customer's patronage.

Thank you,

The Customer Experience Team

Review: I switched carriers (from Cox to [redacted]) last November (2015). I returned all of the equipment in a timely fashion to the Cox Manchester location within the time frame outlined. I asked the gentlemen I delivered the equipment to if it was all inclusive. He responded in the affirmative. Subsequently I received a bill indicating they did not receive all of the equipment. Since receiving the bill I called 4x and explained my situation: I cannot return what I don't have. It has now been turned over to a collection agency.Desired Settlement: For Cox to credit my account and retract their involvement of the collection agency.

Business

Response:

Dear Revdex.com,

Cox Communications is responding to the complaint filed with your office on February 20, 2016 with the assigned Revdex.com complaint ID of [redacted].

We contacted our customer on February 22, 2016 in response to this complaint and we were able to resolve his concern. The unreturned equipment was located by our customer in his home and he returned it back to Cox on February 23, 2016. We apologized for any confusion in this matter and will provide an update to the Collection Agency to inform them that the equipment has been returned.

We have provided our customer a direct contact to this department should he have any additional questions regarding this matter. Our customer indicated that he was satisfied with the resolution and had no other concerns at that time.

Sincerely,

Cox Executive Customer Resolution Team

Review: Cox Communications drafted $514.12 from my bank account to pay a bill that was only $235.28. When I reached out to Cox to refund my money back into my account, their response was that they saw the mistake but could only send me a check in the mail and that it would take 7 business days to "process" the refund.

There was no sense of urgency that they drafter over $230 extra from my bank account.Desired Settlement: I would like a full refund of the funds that were taken from my account without my permission as well as an apology from Cox Communications.

It would also help to know that this would not happen in the future.

Business

Response:

Dear Revdex.com,

Cox Communications is responding to the complaint filed with your office on 01/27/2016 and assigned the complaint ID of [redacted].

The full amount owed on our customer’s Cox account was drafted because the account was set up for auto pay by our customer in December of 2015. Once the January statement was printed the amount due was set in a pending status awaiting the due date. If a payment is made manually while an automatic payment is pending the pending payment is not adjusted automatically. The statement printed and delivered electronically on January first noted that the full amount of the statement was scheduled for auto payment on the due date.

When it was brought to our attention that the account had been paid both manually as well as via the automatic payment, agents attempted to begin to process the refund for our customer but were unable to obtain the necessary documents from the customer to begin the process. Unfortunately, alternative methods of processing the refund could not be discussed with our customer on the initial call.

We have attempted to reach our customer through this office to work with them toward a resolution. Messages left at the contact number provided in the complaint have not been returned. We do have a resolution possible however we will need to speak with our customer to begin the process.

We apologize for the circumstances that led to this complaint and look forward to addressing this matter to our customer’s satisfaction.

Sincerely,

Cox Communications Executive Resolution Team

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Cox only offered for me to wait for my refund in the mail and in order to obtain that I would have to provide bank statements showing the payment had been taken from my account. I was also rushed to do this before 2/1/16 because after that date they would not send me a refund because the new statement would be printed. So they cant help a customer because of a statement? They have no way to override this? That is ridiculous!I dont understand why they treat their customers this way. I have not answered their phone calls because their previous representatives were arguementative and not empathetic.

Review: I was contacted by my sales representative in June 2013 who stated my service was up for renewal. I received a fax with a new contract and signed. Taking for granted she knew this was the case My error was not checking back at that point. But when my bill arrived it was $25 higher than before. I contacted her and she stated that FCC charges had went up and whether you were under contract or not, your bill would go up. At that point I started really looking at my bill. Firstly I found that they moved the FCC fees around from being apart of your monthly bill, (which made higher than contract amount) then they changed it and listed them in the tax and fees category. I also found my prior contract which was a 3 year contract not expiring until 8/2014, so I should have not been up for renewal in the first place. So I contacted the sales person again, we exchanged a few emails in which I felt like she was just trying to get me to go away saying, you will get a free month with the new contract so your all set. Finally I get the next bill now it is over $100 higher than before. I call my original sales person on a few occasions never getting a return phone call. So I called the general number, connected with a nice person who explained that yes I was correct my account was a mess, I should not have been up for renewal(she could see the 3 year signed contract on file) and she would contact the sales lady's manager and he would get back to me to straighten out. That was on a Friday on Monday I received a faxed contract requesting me to sign, so they could fix my account. I called the manager left a message, stating I did not understand why I would have to sign another contract when my original was good until 8/2014. No return call. On Wednesday I receive an email from the sales person again, saying they are submitting it through their system unsigned to get my pricing back to term. Not sure what that meant. I called again today the manager, and no return phone call.

Account_Number: [redacted]Desired Settlement: DesiredSettlementID: Other (requires explanation)

I want to see better customer service. there is no excuse for not returning phone calls. I understand people make mistakes that is not so much the issue. I am still not sure if they have returned my account to the original contract amount, because no one has bothered to contact me.

Business

Response:

First and foremost Cox Communications apologizes for your experience. The information you provided is very important to us so we can get in front of these types of issues so they do not happen again.

We asked a supervisor in Business Services to reach out to you and our team has just been advised that you had been contacted, your contract and bill reviewed and that a credit was posted to your account. In addition, that you were satisfied with the assistance.

We appreciate your patronage and once again are very sorry for your experience and to please know this is not the norm.

Review: After having the DVR TV service for several months, I have complained several times with issues of recording, playback, etc. They have come out 3 separate times to fix these issues and they are still not fixed. Cox will not waive the termination fee to leave. I have tried to get this resolved, spent more money on different devices to see if would fix the issue and still having same issue. This is a intermittent problem. I would of cancelled this within the first 30 days if it wasn't for them to tell me they will continue to try to fix it. The last tech that came out was a supervisor and it is still not fixed. Contour is the worst DVR service in the history of services I have ever experienced.Desired Settlement: I will be cancelling my service and will be charged the $190.00 termination fee. I would like this waived on my account once I terminate. It is not fair to do this to customers. They won't even consider a partial.

Business

Response:

Dear Revdex.com:

Review: Hello, I've had Cox cable phone and Internet for a year now. Since the beginning of my service with them there was issues; connectivity issues with many channels, also the phone didn't work. Premium channels like [redacted], and baby channel didn't work. On several occasions I called to try and get to the root of the problem and they simply told me either to reboot the system or schedule someone to come to the house. With the threat that if indeed the issue couldn't be resolved that I'd have to pay a diagnostic fee. Finally in March I got a technician to come to the house and he found that the cable was initially installed incorrectly which caused my issues that I was experiencing. On that note I decided that I no longer wanted them as a cable and phone service, but due to the cable monopoly in the area I still needed them for Internet services. I called their customer service to try and see if they can reimburse me one month of service and in addition to that pro-rate my disconnection fee on the basis that I am still keeping their cable internet services. The representative I spoke with agreed with a credit of one months total service and I stated my other request about the disconnection fee. She denied my other request and then transferred me to a manager line. I spoke with this gentelman and explained the situation he understood and told me when to turn in my box to not get charged any etxtra fees and agreed that one month total service credit (approx. $220.00) as well as $75.00 off of the disconnection fee. The next month I returned my boxes desconnected the other services and I thought that I was good. Wrong I got a bill not including the arranged credit as well as a full disconnection fee. I called and explained the situation the representative stated I should be good and that if the charges are not off in 10 business days to call back. I called back and still no results. I finally got them to pro-rate the disconnection fee and they stated that I denied the one month credit and wouldn't give me the agreed credit. This sequence of events has been happening for the last three months. Last month when I called the representative was very rude and nasty with me and refused to give the phone to a manager for quite some time until suddenly one was available. He gave me the credit I went to the store and they said I was at a zero balance. This month my bill was back to a much higher amount. When I went in they said that there was a mistake and the credit I received was taken off and there's nothing I could do but pay. Mind you I've been paying the $110.00 internet bill the entire time. Now I've been getting threatening emails and calls that I'll be sent to collections and my service will be cut off I unfortunately paid the entire bill. I am currently working very hard to restore my credit so I cannot risk these petty games anymore. This is wrong what Cox is doing to their coustomers, every time I go in there's several irate coustomers. They've even gone as far as to get a security guard. I've never experienced such horrible service from a bis unless they gave me a credit which I was rightfully due and they took it back.Desired Settlement: I'd like the original one months total service credit of $220.00 as well as a pro rated $75.00 charge for the disconnection fee. I also would like the correct break down of the bills, they refused to show me. I don't care if I end up owing money for some crazy reason. I just paid $325.96 and I'm sure that's stealing. They Faustus advertise deals and do not deliver the proper service.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 07/01/2015 and assigned the complaint ID of [redacted].

Review: Hi,I requested to put my account in SEASONAL mode (as per suggestion by customer service representative of Cox Communication)from October 10th-Nov 15th as I was traveling internationally .I was advised that it will service as usual by Nov 15th 2013. However, my internet was not functional for 3 days and finally Cox sent out an Engineer to fix the problem. The Engineer realized that root cause of no service was that Cox Tech team forgot to put my account back into active mode and he changed my modem instead but assured me that as its not my fault, I wouldn't be charged for it.However, this is the 2nd month that I am getting charged and Cox Customer Team is not ready to accept the error at their end.I am very frustrated and want Revdex.com to help me.Warm Regards,[redacted]Desired Settlement: I would like the charges for the modem taken off immediately and I be given the service credit for all the time and agony I have gone through.

Business

Response:

Dear Revdex.com,

Review: Cox communications is charging me for a telephone modem that they claim to have mailed out to me that I never received. I have spoken with them numerous times about this issue to no resolve and the bill has now been turned over to collections. I have asked for proof that I received it and they cannot provide it and all they say is they mailed it out to me. I lived in a condo complex and suggested that maybe it was stolen and that they should have had it mailed to me requiring a signature upon receiving it.Desired Settlement: I would like the device removed from my bill and anything about this matter removed from my credit report.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 7/18/2015 and assigned the complaint ID of [redacted].

Review: Been a customer for a very long time for my home - I added a business line to my home in February 2013 - found out in June that my business line was tapped into my home line after a few phone calls for technical service. I waited 5 days for them to drop a business line. finally after 8 techs and 5 days I get a business line put in. Nothing offered to me for compensation of paying a business line that was running off my home line. Then, all downloads speeds drop several times to 3 to 9 mbps, ridiculous, again more tech calls. no solution. radomnly drops speed when it wants. Basically told to live with it. - awesome, considering I'm a preferred customer. Then business account bill sent to wrong address, called three times to change address...guess what, doesn't happen, they turn off business phone & internet. Call them and they want 800.00 upfront...are you seriously...told them to send bill to accounts payable for 4th time...finally accounts payable recieved bill...guess what...company paid them. after all this I decide to go with another provider for phone, internet & cable (satellite) unfortunately, my location is horrible so cancel my phone and internet with cox, kept my cable. had all 4 premium channels and asked them to drop [redacted]...they drop [redacted]. Here I am at 1:21 am on a Friday evening and I call tech...the tech tells me for some strange reason he can't turn my [redacted] on like I had asked to begin with so all weekend I will be sitting with a premium channel I did not want and not have the one I wanted...HELLOOOOO!! COX COMMUNICATIONS - Obviously there is no communication, drop the communication's part of your name, it's a joke and oh forgot to mention, everytime I call, I am on the phone with them for approximately 1 to 1.5 hours.

Desired Settlement: Make good on your mistakes...try communicating!!!!

Business

Response:

Business Response /* (1000, 8, 2013/08/07) */

Dear Revdex.com:

Cox Communications responds to Case #XXXXXXXX.

First and foremost on behalf of Cox Communications our apology for the experiences described in the customer's correspondence. We appreciate the input so that we may review the accounts in order to coach and educate our agents.

After our review we did find that a processing issue had occured when the agent was trying to make the change over to a different movie channel for the customers residential account. With respect to calling into our technical support team for the technical issues as mentioned we did see each agent worked accordingly in processing a trouble ticket until completion.

Please know that this is certainly not the norm and this feedback is very important to us so that we may get in front of these types of issues so they do not happen again.

For overall good relations our Customer Relations team posted a one month credit to our customer's home account which equated to $149.52

Once again, Cox Communications appreciates our customers input and please understand that this is certainly not the norm.

Thank you, The Customer Relations team

Review: Services do not consistently work; often requires scheduling personal time for a technician to temporarily resolve issue. Adjusting bill, due to services not working also requires many phone calls and waiting on hold.

Desired Settlement: A credit for 2 months of services not consistently working and Cox Communications should be reevaluated as many family & friends have had similar problems.

Business

Response:

Business Response /* (1000, 8, 2013/04/11) */

Dear Revdex.com:

Cox Communications responds to Revdex.com case # XXXXXXXX

We reviewed this customer's claim and found that in March one of our technical support agents was advised that over a few months this customer was having to reboot one of their receiver. In addition, recently having an issue with their [redacted] router and needed trouble shooting assistance.

The following day, our customer contacted us again our agent advised our customer to change out the receiver- that was done. For overall good relations and because we actually credit by account documentation (days called us) and scheduled service calls we made the decision to provide two month's worth of service. We do ask that the customer please call if this happens again to schedule a technician to review all at the home. The two month's worth of service credit will be posted as of April 12,2013.

We believe this addresses the customer's concerns and appreciate their patronage.

Thankyou,

The Customer Relations team

Review: I'm offered one price for tv/internet bundle on my log in page but changes when I order it.

My name is [redacted]. My Account: [redacted] I'm a current subscriber to Cox Internet Preferred. We moved to ** from ** on 12/1/2014. When I called to set up internet we were currently in a contract with [redacted] and could not get cable with Cox. Three days after moving in, [redacted] said they could not get a signal due to the trees. At this time I contacted Cox about adding cable, but was told that since we had service for 3 days we were not eligible for any bundle deals since we were existing customers. This was my first experience with bad customer service from your company. After receiving an advertisement in the mail in the beginning of June, from a competitor about cable, I decided to see if any bundles were offered by Cox. On Saturday, June 6, 2015, I logged into my account, clicked on current customer then clicked on offers available to me. At the top of the screen it had my name and my current address and said 5 offers available to me. As I scrolled through, I saw one that was listed for $64.99. It included TV [redacted] and [redacted]. It was a 2 year contract and on month 13, it went up by $10. I continued to order this package, added an extra receiver so my total per month was $73.49 with a one time charge of $15. Before I clicked on purchase, I saw an icon for live chat. I clicked on there and asked if I really was eligible for this offer. I was told yes, it's an online only package for people new to TV [redacted] that already have the Internet Preferred package or higher. After confirming that I was eligible, I continued with the transaction and purchased the bundle. About 10 minutes later I received an email stating there was an issue with the transaction and that I needed to call. When I called, I was informed that it was a glitch in the system and this package should not have been offered to me and the actual total should've been $101.08. This is an increase of $27.59 a month which is considered bait and switch and/or false advertising. After talking to about 3 different people, I was put through to Customer Retention. At this point, I was told that I would receive a call back from a Manager by the name of [redacted]. I also placed a message on the Cox FB page. On Sunday, June 7,via FB messenger, a lady buy the name of [redacted] from Cox FB page, asked if she could log into my account as see exactly what I was seeing.

On Monday, June 8, 2015, I called the Corporate phone number, [redacted], and was told that a liaison would be calling me back. On Monday, I did receive a call from [redacted]. After he confirmed it was me on the phone he said "There's nothing different I'm going to tell you because you aren't eligible for the promotion listed." When I questioned why it was on my profile as a discount for me and why the online chat person said I was eligible, he told me that I must have "missed the fine print that says Cox does not have to honor any discount listed on their website." I informed him that this had been escalated to corporate and he told me to just deal with them. On Thursday, June 11, 2015 I received an automated phone message from a missed phone call from Cox. When I called back I was told it was to set up my new service, but when I questioned the price I was again quoted $101.08. They then passed me over to Corporate again where I learned that this case had actually been closed out by [redacted] but there were notes in my account from the FB team. I was told, again, that a liaison would call by close of business on Friday. I have yet to receive a call from a liaison or anyone besides the Customer Retention Manager, [redacted].Desired Settlement: I'm requesting that I receive the [redacted] Preferred packaged that has been offered with the additional HD receiver at the price offered ($73.49) and not $30 more ($101.08).

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 06/25/2015 and assigned the complaint ID of [redacted].

Review: On 5/23/13, I signed up with Cox Communications for tv and internet via a sales representative in the [redacted]. I was given an order form, that I had to sign and provide my social security number on, and told that I would be contacted the next day with my install date and time. The representative was [redacted]. My Cox residential order form was for Cox advanced tv, (cox tv starter/expanded/ variety pak/sports & info pak/6 months free HBO/Starz/free installation, a free HD receiver and remote/preferred high speed internet/DVR service at 9.99 a month/1 additional outlet/an HD receiver at 8.50 month. The package was $89.99 a month. Several days went by, and we never heard from [redacted]. I called both the national # and the local office to inquire about [redacted] and make sure he was a legitimate employee. It took several hours, but I did get a phone call back stating that [redacted] did in fact work for Cox. [redacted] A from [redacted] was one of the individuals who let me know that [redacted] did in fact work for Cox, and she tried to enter my order once I read her my form. This started on 5/29. We spoke several times, and she told me that she needed to work with her supervisor to get the discounts to work so I would get the correct pricing. Finally, after days of waiting, she called me and left me a very detailed voice mail about how she got everything figured out, and that I would be charged $165 a month. This new version of what I signed up for cost twice as much, added a phone line, and was charging me for HBO. [redacted] told me that she would be off until Tuesday, 6/4, if I had any questions. If not, I could call back and speak to anyone set up installation. Today I got a phone call from some random employee, asking if I was ready to set up installation. When I asked to speak with a supervisor, I was placed on hold for over 10 minutes and hung up. I called the local #, and was not allowed to speak with a supervisor, after asking several times.

Product_Or_Service: tv/internet

Desired Settlement: I would like Cox to honor the agreement that was signed by their sales representative. [redacted] at the CT call center told me that [redacted] was a contract employee, and that Cox could not be responsible for [redacted] giving me the wrong information. [redacted] would not allow me to speak with a supervisor, or give me any information regarding the contract employees and who they work for. If Cox could not honor what was promised me, I should have been told last week, not a week later.

Business

Response:

Business Response /* (1000, 5, 2013/06/10) */

Dear Revdex.com:

Cox Communications responds to Revdex.com case#XXXXXXXX.

After a detailed review of this potential customer's information we have asked our sales management team to contact this customer. That team will call the customer within 48hours to review and go over original sales form when she spoke with the agent at the store.

Thank you, [redacted]

Consumer Response /* (3000, 7, 2013/06/13) */

(The consumer indicated he/she DID NOT ACCEPT the response from the business.)

No one has reached out to me from the company.

Business Response /* (4000, 9, 2013/06/19) */

Dear Revdex.com:

Cox Communications responds to the most recent update. One of our supervisors made several attempts to reach our potential customer.We had been advised the customers messaging would not allow that team leader to leave a message.

The supervisor of that sales team provided their contact information so that the potential customer could call directly. The contact number is XXX-XXX-XXXX. In addition, our Customer Relations team will update that team leader to attempt to leave a message and we will advise that the party now has their direct contact information.

Thank you,

The Customer Relations team

Consumer Response /* (4200, 13, 2013/07/01) */

This issue has not been resolved. I was called on 6/21 by [redacted] from Cox, who apologized for not reaching me sooner because she was traveling. She asked me to send her a copy of the form I was given at [redacted] and I was told they would honor whatever I was given in writing. I emailed her a copy of the form on 6/21, and have waited over a week to hear back from her. I have not heard back from her yet. I am not satisfied with their attempts to resolve this issue because they have made no attempts to do so.

Business Response /* (4000, 19, 2013/07/23) */

Dear Revdex.com:

Cox Communications responds to the additional information provided for Case# XXXXXXXX.

We spoke with the team leader assisting this potential customer who acknowledged that they placed a call about a week ago because she received the information ([redacted] Form) and had not been unable to make contact.

This supervisor will be placing another call to this customer today to get this potential customer set up for service. The team leader will provide her direct contactnumber in order to work accordingly with our potential customer to get this issues resolved.

Thank you,

The Customer Relations team

Consumer Response /* (4200, 21, 2013/07/27) */

(The consumer indicated he/she DID NOT accept the response from the business.)

On June 21st, I emailed the team leader a copy of the form I was given at [redacted]. She called me the following week and left me a voice mail. I returned her call the next day, leaving her a voice mail, and did not hear back from her until July 23. She called and said that she just got a notice that I hadn't set up service yet and asked if I still wanted to. This entire situation has been the worst experience I have ever gone through with a company. I let her know that at this point I was completely disgusted with how she has handled this situation, and that I did not want her or anyone from Cox to contact me again. I was able to negotiate my contract with [redacted], and they have given us a better rate that Cox, and I did not have to go through 3 months of headaches. Cox needs to know that [redacted] did an awful job attempting to rectify the situation. She was very pleasant on the phone, but completely dropped the ball, numerous times, in trying to contact me. She took what had already been a horrible experience with Cox, and made it worse. I can not say that I am happy with the proposed resolution because I was never actually given one, but I don't want to hear from Cox about this situation again. I will never do business with them after this.

Review: I signed up for COX Homelife. I have had 5 security Camera's installed. We were told that the equipment lease was over 36 months. It was not explained to us that equipment lease did not include the cameras. It only included the touch screen and the software. At no time did anyone present us with a price list for any of the other equipment. We also contacted the billing department who did not explain the charges were spread over three months. The billing does not make that clear. It is very confusing. There is no price list anywhere on their site. I found out today that the camera's are over $300 a piece. At the time of installation again we thought the equipment was going to be spread out over 36 months. Then we were told that the cameras are over 3 months. When you look at the bill no where does it say the charges are over three months. An example is:

Outdoor Camera charge of $126.00

Outdoor Camera charge of $126.00

There is no place to see how much we have left to pay. The bill does not make that clear at all that this is over three months. The only contract I have says the equipment is over 36 months. I have no documentation showing how much the camera's were or that we were paying over three months.

Since October we have paid over 2030.91 for this security system we have had several issues with it. We have called several times about the bill and until today no one explained the billing correctly. This is also tied to my internet and phone service so if I do not pay for the equipment they will turn off my service. I need the services for work.Desired Settlement: I want the whole thing removed and my money refunded.

Business

Response:

Dear Revdex.com,

Cox Communications is responding to the complaint filed with your office on 02/15/2016 and assigned the complaint ID of [redacted]. We have conducted a full investigation of the circumstances described by our customer and have found the following.

The Cox Homelife security system originally ordered was the base system that included 2 window/door sensors, 1 motion sensor, a wireless router, and the touchscreen pad required to access the system. When the order was keyed by the agent the only equipment being installed that would have been a part of the lease was the touchscreen pad for 36 months. 9 additional pieces of equipment were purchased by our customer and installed in 4 separate visits. The purchase price of each piece of equipment was included on the monthly statement. Those that were eligible to have the charges spread over 3 months were indicted on the monthly statement as Charge 1, Charge 2, or charge 3 of 3.

The technical issues that have been brought to our attention have been addressed either over the phone or by a technician visit. Any visit that the technician determined the issue was a result of Cox supplied and covered equipment was completed at no cost to our customer. All charges associated with Cox Homelife have been reviewed and have are deemed accurate. The service is still under contract, should our customer decide to discontinue the Cox Homelife services the appropriate Early Termination Fee and charges will be assessed as outlined in the service agreement contract signed and dated 9/27/2015.

Our customer has been provided with direct contact information for the Executive Resolution Specialist assigned to this case that can provide details on our findings.

Sincerely,

Cox Communications Executive Resolution Team