Cox Communications

Review: I had joined Cox , They advertise that they were better then [redacted] , I had awarded the rebate , An three to four weeks past no rebate or told me why , I said so give me the credit of that amount on the bill ,They won't do that , I am due the credit , I want it I kept my word and paid the bill on time since November , As soon as the bill comes in I pay it where is the money I was promised , I was approved in Jan , An still no money or card , I want itDesired Settlement: I just want the debit card , I want what I was promised ,

Business

Response:

Dear Revdex.com:

Cox Communications responds to Revdex.com case ID of [redacted]. Our vendor who processes our rebates has just advised us that the rebate is approved and has been expedited as of 3.30.15. We anticipate that the rebate will arive by mail 10-14 days or sooner.

We appreciate our customer's patronage and our apology for the delay.

Thank you,

The Customer Experience team

Consumer

Response:

Review: [redacted]

I am rejecting this response because:I was told that two weeks ago an it never came , So they are just keeping their word ,

Sincerely,

Business

Response:

Dear Revdex.com:

We have reviewed the rejection regarding Revdex.com ID# [redacted] and respond to the customers new information.

Our rebate mangement team confirmed and advised that this rebate issue has been expedited. The rebate should be received accordingly within that timeframe as previously mentioned. We appreciate our customer's patronage and once again apologize for the experience.

Thank you,

The Customer Experience team

Review: False advertisement of services, bundles, deals and offers.

My complaint is about the way the services, bundles and offers are being presented with Cox. I strongly believe that these "Offers" and "Bundles" are falsely advertised and fall within the line of fraud. I signed up for a silver package which included, cable, phone and internet a few months ago, I can't remember when but it has only been a few months. The offer I took was for $99 and as it was explained to me the only way I could keep it at this rate was if I had agreed to a 2 yr term, which was fine, I agreed to it because it was reasonable. In the last 3 months i've noticed that there was an increase and I went from paying $127 per month to about $145 a month. I called them today 3/14/14 because I seen the new charges and again they were higher than I was told they would be so, I called to figure out what was going on and the representative I spoke with explained that when I first got the bundle, the price was lower because I was at a certain dollar amount discount and that discount decreased which is why I am now paying more and that in October I will see another increase in my bill of $20 which means I will be paying more that $160 for cable when I had only agreed to pay a little over $100 with taxes included. These increases were never explained to me or else I would have never agreed to a 2 yr term knowing that my rate was going to increase every few months. Not only will my cable bill increase by $20 in October but it will increase a few months after that until that 2 yr agreement is up which isn't untl late 2015! I believe this is fraud and a scam on Cox behalf to trick people into getting into these contracts and than having them pay more throughout time. I was told in order for me to cancel the term which I am thinking of, I would have to pay a $170 cancellation fee. Why should I have to pay a fee to cancel something I didn't agree to? I currently live in [redacted] and there arent any other cable services that provide service in the area other than sattelite dishes and I am unable to install a sattelite dish in my apartment complex. I am infuriated by this. They should not be allowed to do this and than to trap people into a 2 yr contract?! That's insane! This means I will be paying more than $200 for cable by the time this 2 yr agreement is up when I could be paying less with the bundles that are out and will continue to come out yet, I can't change my package because I am bound to this agreement. This isn't right and as a [redacted] resident who's been a Cox customer for a couple of years now, I am truly disappointed about this.Desired Settlement: I believe I should be credited the additional amount I have paid and have to pay due to there negligence in not explaining the package correctly and false advertising or my bill should remain at what I agreed to when I signed up for this bundle which was $127 per month. If this cannot be met, than the least they can do is not charge me the cancellation fee to cancel this 2 yr agreement package. I am a single mother and cannot afford anymore bills let alone afford for my bills to continue to rise

Business

Response:

Dear Revdex.com,

Review: Failure to disclose important information that affects billing on multiple occasions.

I have had multiple issues with this company. I had all 3 services (tv, home phone, and Internet) bundled when I started with the company. The term for this bundle was one year, my typical bill during that time was about $175. When the year was up I received a bill for $94, because of the vast difference I called the company to see if this was a mistake. I was informed on the first call that this bill reflected my new price now that I was out of the bundle. Confused by the statement I asked again, so next month I won't have a higher bill, which was again confirmed that the $94 shown was going to be my monthly rate going forward.

Sure enough, when the next month came around I had a bill for $194, turns out there was a $100 credit on the previous bill that I was never informed about. The company made me feel like it was my fault for being misinformed.

Most recently I cancelled the home phone service as the primary phone used by myself and my husband is our cell phones, keeping the Internet and also down grading our tv option to have less channels. This started with our March 2013 bill through our May 2013 bill. These bills have been consistently $108, and our June bill was reflecting a balance of $116. After reviewing the bill I noticed a charge under the Internet section for "modem rental". Since starting our service with Cox we have had the same modem and this is the first time we have been charged. According to the first representative I spoke with we have been with them for 15 months. I spoke with a supervisor who informed me for the first time that when I disconnected the phone I should have been told to return the modem because it worked for both phone and Internet, I also should have been told I would need to purchase a new modem or pay the rental fee of $6.99.

According to [redacted], the supervisor, they did not appropriately charge me between March and May, so I should be thankful because I saved the $6.99 for those few months.

I am DISGUSTED with this company, the number of times I have been misinformed and have had it affect my billing (which I try to budget for with an anticipated amount each month) is UNACCEPTABLE. Furthermore for the company to constantly make me feel like I did something wrong or feel wrong about being upset for once again being told incorrect information is just terrible customer service.Desired Settlement: I would like to be credited the $6.99 shown on my June 2013 bill and given an adequate the opportunity to return the device and obtain the proper modem for Internet service.

Business

Response:

Business Response /* (1000, 8, 2013/07/17) */

Dear Revdex.com:

Cox Communications responds to Revdex.com Case# XXXXXXXX

Our Customer's bundle discount expired and the bill had gone up the first time our customer had contacted us and evidently been given incorrect information on that first call. Later, our customer was then placed into another offer ( promotion ) and had requested to remove telephone service- thus the new $6.99 fee regarding the modem rental as mentioned in the customer's complaint.

Also, our customer refers to a credit of $100.00 which had posted to the account and was unaware. This credit was part of the customers previous promotion offer in that our customer would receive $100.00 bundle benefit when the original promotion would end- thus why the bill was credited once the offer ended. Unfortunately, when our customer made the change to their service the agent did not advise our customer properly about the monthly fee.

The agent should have advised the customer of the rental fee and we have since coached to the issue.

Since our customer was not advised of the $6.99 monthly fee, we made the decision to credit the price difference for the 12 month duration. A flat credit in the amount of $83.88 has been posted to our customer's account to correct this issue.

We are very sorry for the customer's experience. The information provided has helped us get in front of this type of issue so it does not happen again. If our customer has any further questions regarding this matter our team would be glad to review the account with them. The customer' s monthly bill is $115.67 which includes the tax.

Our team can be reached at [redacted] M-F 8:30-5:00 Sat.10:30-7.

We appreciate our customer's patronage and again are sorry for the experience and to please know this is not the norm.

Thank you,

The Customer Relations team

Consumer Response /* (3000, 12, 2013/07/19) */

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

I would still like to know what to do about this modem. I was told that I would need to get a different modem that's for Internet only if I did not want the rental fee. Where can I get this modem, because I don't want to pay a rental fee if all I need to do is change the modem.

Business Response /* (4000, 18, 2013/08/16) */

Dear Revdex.com:

Cox Communications responds to last question for case#XXXXXXXX.

As of 8.10.13 the customer has returned the modem. There is nothing else that is needed to be done /or returned. The account is closed.

Thank you,

The Customer Relations team

Review: Ref Account # [redacted]. Around April of 2013 I closed my account with Cox Communications. On 3/4/2014 while paying bills online from my checking account, I sent $ 211.17 to Cox Communications by mistake. Money was meant to pay a different service. I did not discover the error until 3/31 at which point I

made the first call to Cox Cust Service.

1st call - 3/31 - I was told a refund check would be sent - it would take 4 weeks.

2nd call - 4/30/14 - I was told it was a misapplied payment and I needed to fax "proof" of payment in the form of a copy of my bank statement ( Surprising

considering the PII in formation that might contain.) I blacked out PII and faxed it. I was told would take 8 weeks to process.

3rd call - 6/30/14 - I was told they would submit a check request and it would take 4 -6 weeks.

4th call - 8/11/14 - Payment was moved from my account to 'Unposted payments Account". Once again, they will submit a request fro the check.Desired Settlement: Please pay me my $ 211.17 back.

Business

Response:

Dear Revdex.com:

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

We have reviewed our customer's complaint and immediately processed a refund in the amount of $211.17 which has been sent out in the mail. We are very sorry that our customer experienced these events and have coached the agents who worked with our customer. Our apologies for this experience.

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.

Thank you so much for helping me to resolve this matter so quickly .

Sincerely,

Review: We are a customer for over 11 years with phone and internet. Friday the 27th I was contacted by their sale representative to sell me additional tv service as part of bundle package! I said I have [redacted] and [redacted] and I do not watch any tv channels but one channel I might like to have if price is right which is [redacted]. The Lady looked up the 100 channels she is trying to sell me and said yes it is included and your monthly pill for all three services will be 127 for two TVs. I said I want only service for one tv and why it is expensive for basic tv, she said this is with receiver fee but let me waive for you with supervisor which she quickly authorized and gave me final pill total including tax for all three services at $120.00!! I asked her twice at least if this is the total including all services and tax and free installation for HD as we'll and she confirmed Yes! She gave me first installation appointment today Sat the 28th February from 3-5pm. We'll today after I waited for them to show up and no one did, I called them to find out that they cancelled the appointment without getting back to me what so ever and moved it to Mon 5-7 pm ! ( I will be at work at that time) . At this point I had bad feeling that this is not right and I asked to check on the service she signed me up for and to my surprise I was told she added the tv package to your existing service for a total of $157 plus!!!

I asked them to double check and listen to the recorded phone call that day and what I was promised total $120.00 but they said this is without equipment and tax again I explained that was not what I signed up for and asked them to listen to the call as she confirmed with supervisor that they will waive equipment and tax was included but they did not honor this price and said we will check with her supervisor internally! I asked are you getting back to me after that, they said no and this was a supervisor and she only said I apologize for that!! I am extremely disappointed not only for the service I was promised and not honored but also for the appointment that the changed without getting back to me and made me wait for nothing. I missed today my daughter first soccer game after she recovered from shoulder injury because I respect my appointments. I wasted so much time and energy on this service and phone calls since Friday till this moment away from my kids and family because They simply lied!!Desired Settlement: I want them to be responsible and honor their advertising services or they should nevertheless call costumer and waist our time.

Dishonest people should not be handling sales and customer services.

Their follow up on this was extremely lacking and did not offer any solution.

Thank you for help with this complaint.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 03/02/2015 and assigned the complaint ID of [redacted].

Review: recently Cox Cable sent out notices that as of Feb 17, 2015, if you are a customer of Cox, you will need a conversion box for each TV in your home to enable it to receive digital television stations. You do not need the new box if you have a HD conversion box already, only televisions connected directly to the wall. On June 12, 2009, all television stations changed from analog output to digital. The government gave people a $50 credit towards a conversion box if you still used a roof top antenna. If you were connectdto cable already, such as Cox cable, you did not need the conversion box. Now with the "new age" of TV reception going on with the internet, more and more people are dropping their cable connections to watch TV on the internet. Cox cable is stating with their recent notice that if I do not get the new conversion box to receive digital stations, I will not get any reception. TV stations are already sending out programs in digital format and cox has supplied them for the past 5 years, with now extra charge. Now they want to charge $2.00 a month per box (each TV will require one).

How can they change their contract midstream and start charging for something that is already "free". There is no longer analog TV produced in this country. They, (Cox) are just trying to squeeze more money out of their customers and it is killing us.Desired Settlement: Stop Cox cable from charging for something that they are already supplying for free.

Business

Response:

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

Review: On 9/7/13 I was cancelling account with cox but called and kept the account going on 9/7/13 but I go to the cox web page and the money owed in my name is for this months amount and the amount owed if I of cancelled on 9/7/13

Product_Or_Service: cox tv essential

Account_Number: XXX XXXX XXXXXXXXX

Desired Settlement: The amount owed should only state this months bill please resolve with cox

Business

Response:

Business Response /* (1000, 5, 2013/09/10) */

Dear Revdex.com:

Cox Communications responds to Case# XXXXXXXX

After a detailed review of our customer's account, we find that this customer had spoken to one of our agents and reconnected their service. In addition, the agent provided available discounts when processing the reconnect order for the customer to attain a monthly rate of $66.93.

The customer's balance was higher on 9.8.13 statement because the customer closed their account. A remaining balance from the request to close the account was $24.22. This amount carried over to the reconnect bill because the customer reconnected services within a matter of a few days. This new bill generated from the request to reconnect which would have new statement bill dates plus that balance carry-over as mentioned. The amount of that reconnect bill was $96.67.

When our customer called back to review the bill a credit of $19.00 had been provided which brought the bill balance to currently $72.44. Since the customer reconnected and for overall good relations we added the additional credit of $5.51 to bring the bill balance to $66.93. The 9.8.13 bill statement had already been mailed out so our subscriber will just need to remit $66.93 versus $96.67 as it will state. This we believe satisfies the customer's matter.

Best regards,

The Customer Relations team

Review: Over the years, Cox Communications has drastically increased the pricing for their services to the point where it no longer provides an adequate value for the products I subscribe to. There are several aspects of their services that I do not want and therefore do not want to pay for (i.e. numerous cable channels, telephone features, etc). Unfortunately, they will not let me unsubscribe from only those features. They are able to get away with this because there is no competing cable company within their territory. I asked them to work with me on a customized contract for service and they refused. Even with the customer loyalty discount they gave me, my bill still exceeds $220.00 for cable, phone and internet. Can you imagine how high it would be without this discount? I feel that this price is exorbitant and they need to work with me to reduce my bill while allowing me to subscribe only to the products and features I want.Desired Settlement: I want Cox to work with me to create a customized service contract that meets my budgetary needs. I need to bring this bill down to approximately $170.00 per month without losing any of the core features I require.

Business

Response:

Dear Revdex.com:

Review: I was charged a service fee of $50 for "professional installation" services that were performed at my home. The issue that I shared with the Company is that this service visit was not an installation, but a resolution of a problem with the cable "balancing" that could not be solved remotely and required a home visit. Further, I was not notified in advance that the visit would result in a $50 fee; had I been alerted to that fact, I may have elected to forgo the service, as the cable service "out of balance" was for a TV not often used.

When I contacted the Cox Communications customer service, they refused to credit my account and offered no satisfactory explanation for the charge.

As background, we have Cox Communication services for cable television, internet and telephone and pay roughly $265 per month. In November 2015, I intended to switch the cable in the basement gym area from standard to high definition; a change that required a new cable box and an additional monthly fee. The box was mailed to me with installation instructions, which I followed. The newly installed cable box however did not work - as no signal was being received. After working with customer service technicians over the phone for nearly 45 minutes, with various approaches to resolution, Cox offered to send me a new box. When that box was received and installed, virtually the same activity occurred - no reception and a call with technicians to no avail. At this point, the phone technicians told me that the problem likely had to do with the cable line and a in-person technician would be sent to the house. At no time was I informed that we would incur any fees for this visit.

The visit required me to remain at home (and not at work) for a 3-hour block of time. The technician arrived at the tail-end of the reserved block of time and determined that the cable needed to be "balanced" and proceeded to complete the work until the cable box was properly functioning.

I was dismayed to hear the billing office refuse to acknowledge the lack of proper notification and the issue with the cable service should not result in a service fee especially given the significant monthly cost of the subscription that I have Further, when I inquired of the billing representative, she twice acknowledged that I could receive a more favorable rate that would compete with [redacted] (at roughly a $120 monthly discount compared to COX) but that I would need to call back to the "loyalty" department on another day to request this discount. If I were truly considered a loyal customer, I feel I should not have to call back another day to receive the discount and I should have never been charged the $50 professional installation fee.Desired Settlement: Refund of $50 professional installation fee

Loyal customer pricing of all services - significant reduction in monthly fees

Business

Response:

Dear Revdex.com,

Cox Communications is responding to the complaint filed with your office on 01/15/2016 with the assigned Revdex.com complaint ID of [redacted].

Cox Communications extends its apology regarding the experience which led to this escalation.

A member of Cox’s Executive Customer Resolution Team contacted our customer on January 22, 2016, in response to his filed complaint to discuss his situation. We were able to address his concern and make the necessary credits and adjustments to his account to resolve this matter to our customer’s satisfaction.

We appreciate our customer’s patronage and once again apologize to our customer for the experience.

Sincerely,

The Executive Customer Resolution Team, NE

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: Sales rep lied on the phone about cost of service and installation. I was told that I would receive a special price because of my loyalty. I was told if I signed a 24 month commitment I would receive for the same internet I currently had (24MPS Upload) and would have the following two services added, "Advanced TV" package including an HDTV receiver and phone service with unlimited local and long distance. For the low price of $89.99 per month. I asked the sales rep several times if that was the final price for the whole package and I wanted to make sure that the installer would be able to bring an outlet next to my TV on the First Floor. All 3 people I talked to in the 45 min sales process told me that $89.99 was the final price and the installer was a professional and could do it.After waiting around for 4 hours today the installer finally got there, he told me that he could not run a cable to the TV, he said they were no longer allowed to snake the walls. What is that all about? What kind of professional can't run a cable from the basement to the first floor. He said I would need to have an electrician come and run the cable. Not going to pay for that. So I figured if the sales person could not be truthful about that I should call and make sure the price was truthful too. So I called and they told me that it would be 137.99 a month for the services. Needless to say I canceled the install, what a waste of my time, almost an hour on the phone just to purchase the service only to be lied to and than 4 hours waiting around for an installer that couldn't even do anything. Oh and one more thing, I wanted to make sure that they wouldn't touch any of my networking gear, I am an IT guy and have a pretty decent network at my house. So I am very particular about which modem I use and what routers and switches I use. The installer told me I could not keep any of my equipment and he would have to replace it. I know Cox has this all recorded, all of the sales people I talked to should be fired.

Product_Or_Service: Cable Bundle

Order_Number: XXXXXXXX

Account_Number: XXX XXXX XXXXXXXXX

Desired Settlement: I just want the cable installed professionally for free as advertised and I want the package for 89.99 a month like promised. If thats not possible, I think cox should seriously reconsider their sales practices. Having been a sales person for over 10 years, I am disgusted by how I was lied too and mislead.

Business

Response:

Business Response /* (1000, 5, 2013/07/24) */

Dear Revdex.com,

Cox Communications is responding to the complaint received by your office Revdex.com case #XXXXXXXX on 7.24.13.

In an effort to appropriately resolve the customer's concerns the issue was forwarded to our one of our team leaders in sales who covers the area in which the consumer resides. One of our lead agents ([redacted]) was able to reach the consumer today 7.24.13 to discuss the circumstances of the entire situation. The proper relay of information is a key component of how Cox communications does business. When this piece breaks down it is a matter we take very seriously and want to rectify all with the customer and explain the correct information and see what we can do to rectify to satisfy the customer the best we can. We apologize for this issue in what our customer indicated had taken place with vendor agents with respect to the package pricing. Once the vendor reviews each monitored call our vendor will coach their agents appropriately. Also, Cox does not wall fish.

The agent offered a resolution with our customer a choice of credit to the account monthly or a flat credit to the account. The offer was denied because of the experience. The lead agent then provided their contact information in the event our customer changes their mind. Cox Communications is committed to providing a quality customer experience with every interaction. We do regret this experience. Our agent is available if our customer changes their mind.

Sincerely,

Cox Customer Relations Specialists

Consumer Response /* (3000, 7, 2013/07/26) */

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

Although Cox did offer the price of the service initially promised, providing a professional installation was still not possible. Unfortunately the technicians are no longer able to run cables inside a home to the TV required. I am not interested in hiring a low voltage electrical contractor to do the work for me. Or take the time myself. Cox responded appropriately. I am grateful for their quick communication and an offer to resolve the problem.

Review: Cox charged me a "returned payment fee" while I was enrolled with their "EasyPay" automatic payment service, and one of my automatic payments was not completed.

Under the EasyPay Terms of Service, there is no provision for "returned payment fee." There is only provision for "returned payment fee" under "One-Time Payment" Terms of service.Desired Settlement: Please remove the "returned payment fee" of $25 from my bill.

Business

Response:

Dear Revdex.com,

Review: This is quite possibly the worst customer service I've ever received. I expected more out of a company that is finding it harder than ever to keep customers. I ordered my service over the phone on Friday. I was interested in the [redacted] with the [redacted] package for $69.99 promotion. This seemed like a great deal, and had no contract yet a guaranteed price for 12 months. Now, the only thing keeping me from pulling the trigger was that I REALLY wanted the tier of channels that would include [redacted], as I am a huge sports fan. So I very specifically asked the nice customer service representative if it was possible to add that to this [redacted] package and if so how much would it cost me. He said yes it certainly is and it'll be $20 more per month. Also, no installation charges and no other hidden costs. He repeated that my bill after all fees would be "roughly $90 and some change, like $90.43 or so". I was ecstatic, this is EXACTLY what I wanted. Now I had him repeat multiple times exactly what we were talking about so I could be sure I was getting what I thought I was getting. He repeated over and over, yes sir, that is what you are getting. "Amazing!" I thought, and scheduled install for Monday. That's when it all started to unravel... The installation technician reacted sort of strangely when I talked about the channels I was getting, almost as though he knew something wasn't right. Should have seen the writing on the wall. When the technician put [redacted] on, the channel didn't come in! Wow, too good to be true? He said, no problem, he's just the tech and if I call customer service they'll take care of me no problem. So he left, I called customer service. He was right, they took care of it... Or so I thought! They didn't tell me what they did to get me the [redacted] I was promised originally. That had to wait until the next customer service call. And yes, I told them the entire story of what I was promised and they didn't say anything at all about it being wrong, just turned on [redacted] and I was happy and off the phone. Well the game went kind of late, so I decided to watch the rest in bed... Next problem. NO [redacted] on that TV!!! Well, this one isn't hooked up to a box to be clear. I went back and watched the rest downstairs and fell asleep on the couch. Called customer service the following day (today when writing this). Another EXTREMELY nice individual who said she just had to activate the channel for my non-cable box TV and when I got home just reset the channels and [redacted] will be there. Also told this person the ENTIRE story, and she too did not fill me in on the bombshell about to be dropped on me. Got home, [redacted] not working still. My wife also complains that none of the [redacted] or [redacted] or [redacted] channels are working either. GREAT! So now I call customer service FOR THE THIRD TIME IN LESS THAN 24 HOURS... Give this person, also EXTREMELY nice, the entire story yet again. FINALLY, the THIRD person tells me what neither of the two previous thought relevant enough to tell me... YOU CANT GET THE [redacted] PACKAGE AND ADD THE TIER WITH [redacted] IN IT!!! WHAT???!!! You're kidding right? At this point they try to explain to me that someone messed up and that the only way to get those channels with that Internet was to be in a different package which wouldn't include [redacted] or [redacted], let alone all three. Also, the reason that [redacted] wasn't coming in on my other TV... There was originally a lock on my line for those channels that still needed to be removed, because originally I WASNT SETUP TO GET THESE CHANNELS. Ok, now I've had it. Asked to be transferred to someone who can disconnect my service, thank god the plan I signed up for has no contract! That person gets on the line after a LENGTHY hold (because one customer service agent wanted to tell the whole story to the other so I didn't have to again, which I actually appreciated), and proceeds to "offer me a solution" to right their wrong. I'm sorry, but righting your wrong to me means providing what was promised to the customer in the very beginning. First said I could get the [redacted] tier channels with the Internet I have and it will be roughly $97 per month after taxes and fees. Ok, that wasn't $90.43 and DIDNT INCLUDE [redacted] or [redacted]. I said shut my services off. She said "or we can try and right what we did wrong", now by offering me [redacted] for free. Still at a higher price than I signed up for and still without [redacted] or [redacted]. Again, how is this writing a wrong? So I said I don't think so, just shut off all cable TV service and I'll keep the internet. Can you believe after ALL THIS, she has the gall to tell me the internet will be $62.99 per month knowing that I was just shopping for service four days ago and am well aware that the internet is $49.99? This was the last straw, I snapped. Canceled every service effective immediately. What was a great opportunity to provide customer service was instead used to lose business. It is far cheaper to keep an existing customer than it is to find a new one. Something Cox has apparently forgotten. What's sad is EVERY single one of these conversations is supposedly recorded, easily supporting everything I've said. And if this statement is 100% accurate, which it is, that doesn't bode well legally.Desired Settlement: There is only one outcome... Provide what was promised verbally to a customer at the cost that was verbally agreed upon with said customer. A verbal agreement is legally binding.

Business

Response:

Dear Revdex.com, Cox Communications is responding to the complaint filed with your office on 12/8/2014 and assigned the complaint ID of [redacted].

Review: I cancelled my Cox services (television/cable/internet) on June 29, 2014 in the [redacted] retail store. I was told I would be refunded money, because I had already for a month of service, but I had cancelled part of the way through the month. The amount to be refunded was $50.31.I have called Cox customer service at least half a dozen times and get conflicting stories/excuses each time. I've been told several times now that a check has been mailed, and that I need to just wait a few more weeks. I called today and was told that the refund was approved on 8/13 but has not been sent, and there is nothing they can do to get the refund to me. I was also told that I am not allowed to go into a Cox store to get a refund, and there is nothing they can do. I am owed $50.31.The name on the account is [redacted], the account phone number is ###-###-####, the account # is [redacted], the account address is [redacted].Desired Settlement: I am owed a refund of $50.31.

Business

Response:

Dear Revdex.com:

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

First and Foremost, Cox Communications apologizes to our former customer with respect to the delay in receiving their refund. In our review, we found that there was a processing issue with our vendor who does our refunds causing this unfortunate delay. Normally, a refund can take anywhere from 6-8 weeks to be processed. The refund has been mailed out from our vendor as of 9.16.14.

Again, our apology for the experience with the agents who had not followed through with our former customer. Please know coaching information had been forwarded to the agents mangement.

Thank you,

The Customer Experience team

Consumer

Response:

Review: [redacted]

I am rejecting this response because: I am receiving conflicting information from Cox, yet again. I called Cox again last week, on 9/9, and I was told that my refund had been mailed out that day (9/9) and would arrive to me within 10 business days. Here we are a week later, and you are now telling me that the refund check was mailed out today (9/16). How was my check mailed today (9/16), when another representative told me it was mailed last week (9/9)? This is extremely disturbing to me, that each time I contact Cox, I'm brushed off and told that the refund just so happened to be mailed out that day. Given all the conflicting information, I'm apt to not believe any of this. This is now the 5th time I've been told my refund check has been mailed, yet I still do not have it.

Review: I have had Cox Communications for my cable service for 6 years, [redacted]. My bill was paid timely and in full every month. I called apx March 2014 and added internet service to my plan. In April due to commute issues and gas prices my husband and I made arrangements to move from [redacted] (mailing address)([redacted] (service address) to [redacted], CT. I contact Cox to transfer my service. I was advised that they were not able to transfer my service as they were not a service provide for that area. Yesterday (5/15/2014) I received my final bill. Final charges were $9.87 (after a $99.00 prepaid month refund) which I paid today (5/16/2014); however, included in this final bill is $190.00 onetime cancellation fee. Never did I agree to any type of contract that would include a cancellation fee; nor, did I cancel service. The fact that they could not transfer my service from one address to another is not my fault and I will not be penalized for their lack of service coverage. Thank youDesired Settlement: Removal of this debt, cancellation of "cancellation fee" as I did not cancel service - they could not provide, and the account marked paid in full with no transfer to a bill collector

Business

Response:

Dear Revdex.com,