Cox Communications, Inc.

Review: Cox Communications is my cable company at this moment.

We signed up for service when they were offering gift card offers for customers to leave their current carrier and come to them. I was in a contract with another subscriber at that time and was charged from them a fee for termination of service. The gift card would have covered that expense. I signed up for the Bronze package in September and the representative I spoke with told me at that time that I would be receiving a 200.00 dollar [redacted] card and was told it would take up to 8 weeks for this to be processed and sent. I submitted my claim for my rebate on November 3rd 2014. To date and after five calls to the rebate center, I keep hearing the same thing. "It's been delayed on Cox's part and this is occurring frequently." We are now committed to a contract with Cox Communications for a total of two years. I feel the refusal to fill the offer was a bait and switch or flat out false advertising.

This service is my husbands name however I am an authorized person on the account.Desired Settlement: I would like to receive my gift card and cancel my service without being charged their termination fee. I would not want to leave if they would have honored their promises and advertising.

Business

Response:

February 25, 2015—[redacted] complaint ID # [redacted] We were sorry to hear of the confusion and delay that the customer has experienced with her billing. Due to the concerns that the subscriber brought to your attention, we contacted her directly to discuss the details of the missing gift card. We will continue to work with the customer to ensure she receives the proper amount of credit promised to her. As always, we appreciate the opportunity that the [redacted] has given us to assist our customer. Thank you. [redacted]/Cox Communications Executive Offices/ [redacted]

Review: I am an existing Cox Internet service Customer and I am using from June 2015 on wards.

Before I go to India I called Cox Customer service to check the options of lowering my bill when I go to India from November 27 2015 to January 11 2016 then they said that I can put my account on hold and I cross checked with them because of it will there be any changes in monthly charges then I got the reply that it will be the same. So my internet bill was $44.99 every month and as suggested by Customer Service I kept account on hold from November 27 2015 to January 11 2016. After coming back from India on January 11 2016 I called Cox Customer service to activate my Internet Service.

When I got the Internet Bill in February 2016 I was shocked to see the bill and it is $120.92. To understand why my Internet charges got increased, I called Cox Customer service then I got answer saying that when I placed account on hold the promotions were taken out because of that Internet Charges are changed from $44.99 to $73.99 which is $29 increase per month. First of all I do not understand why the promotion is taken out and why I was told that the charges will be same though I keep my account on hold. I spoke to Dan and then I was transferred to Loyalty Department to fix the charges but instead of fixing the charges he was trying to sell another plan and got the reply that charges cannot be reversed. After I hear that answer from Loyalty Department I was totally upset and unhappy with Cox Customer Care answers. Again on Saturday February 06 2016 I tried Customer Care then Jessicca answered my call and she filed a form and promised that I will get a call with in 48 to 72 hours but I have never received any call and today I called to cross check but got a very rude and bad answer from Loyalty Department. Loyalty Department is more interested to Cancel service and loose a Customer but not interested and never showed attitude to Fix the billing issue.

I hope the billing issue will be solved.Desired Settlement: I want to continue my Cox Internet service and I am expecting that my billing issue will be solved by adjusting my bill for January 2016 month prorated based on $44.99 and February 2016 month$44.99. Going forward also I will be charged with $44.99 per month only. I have never kept my account on hold till now.

If my Billing issue is not resolved then I have to look for alternative service provider.

I kindly request to help me in fixing the billing issue.

Thanks,

Business

Response:

Revdex.com Case # [redacted] We sincerely regret the inconvenience that our customer has experienced with our company.We have contacted the customer directly on 2/16/16 to address their concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Jesse W.Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region Tell us why here...

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted] I spoke with Jesse and courteous enough to understand the situation and willing to resolve the billng issues. As explained on the phone I do not see billing changes, I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. Regards, Rajamohan Sandella

Review: I called in to Cox to open a new account and bundle package. I was looking on line and was confused since your $68 and $88 bundle packages for the TV and Internet gave the same 170 channels. When I called in I told the sales lady what channels I wanted, and that I wanted a DVR package to tape my soaps, and was told to take the cheaper package since they were both the same channels. After the installer left my home on February 23, I not only did not have access to all of the channels I like to watch like [redacted] and [redacted] movie channel, [redacted] channel, and [redacted], but I also had no DVR capabilities. Which meant while I was at work my soap operas and [redacted] would not tape.

When I called in the next day 2/24 (due to no customer service open on a Sunday), I found out that your sales person had told me wrong and I had to go to a more expensive package and am now paying $112 a month.

My DVR broke down on me on 2/24 and stopped taping so I missed out on Monday night shows and Tuesday shows which are not on the on Demand, like [redacted]’s finale, [redacted], and my soaps for two days, and [redacted] for two days. I had to have another technician out to my home on 2/25 to get me a new DVR.

On 2/26 I went in to try and set up my e-mails and apparently Cox even spelt my last name wrong so I had to sit on hold for 46 minutes before someone could come on the phone to change the spelling of my last name. I was also given my account number wrong. On 2/24 I was given one account number and today 2/26 I was given a different account number. Either way I still cannot get into my account to get my e-mails set up. I would put them in but the Revdex.com thinks I am putting credit card numbers in and will not allow me to put numbers into my complaintDesired Settlement: I feel I should get a lower price and something else for the way I have been mistreated by cox.

Business

Response:

March 7, 2014

Revdex.com Complaint - Case #[redacted] - [redacted]

We would like to thank the customer for taking the time to file her concerns regarding the level of service needed for various channels. Please let me begin with an apology for any inconvenience she experienced. We certainly do not want to cause her any frustrations.

When the customer called to order service she was in contact with a third party vendor called Go To Broadband (GTB). The GTB agent processed the order with TV Economy and the Essential tier of internet service. The installation was scheduled for February 23. The technician activated the TV Economy and connected an HD receiver. The customer called the next day to inform the company that she wasn’t receiving several of the channels she had requested. The company’s agent explained that the customer would need to add the Essential tier in order to receive the other channels. The Essential tier comes with an additional monthly charge. On February 25 a technician was sent out to activate the Essential tier and swap the receiver that was originally installed with another HD/DVR receiver.

I understand that the customer would like to receive a lower monthly rate for her services, however, the customer is receiving a $35.99 monthly discount on her services. That is the deepest discount we can offer her. As a gesture of goodwill, a one month credit has been applied to her video service.

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank you.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: Cox communication has deceptive biz practices and [redacted] poor customer service! To start... When I called to cancel service at my old Scottsdale address... When they found out I wanted to cancel, they said okay ... Transferred me twice... took the info and said it would take a min... Then after 20 min on phone put me on hold then hung up on me... Then sent me a bill for an additional month. I called complained and they asked me what day I cancelled then had to credit. NOW.... I signed up for new service at the end of December and SPECIFICALLY SAID DONT SEND A BILL TO THE SERVICE ADDRESS and GAVE THEM THE PO BOX. BUT THEY DIDNT FOLLOW MY INSTRUCTIONS!!! I called and the guy said... No worries... Your next bill will come to the Po box and just pay that no problem. The following week their automated system called me to say I was scheduled for a disconnect! Screw you cox cable! I called again and spoke to some Indian lady because I was mad as he'll... It was their fault and I told her she could disconnect me today because iREFUSE to pay late fees etc for your mistake and she said hold on and connected me to billing... [redacted] in billing said... I can't disconnect you and I said that figures because it's the same crap I went thru before. I thanked her for her time and hung up. This is not the way to build customer service. I'm so tired of their biz practicesDesired Settlement: I would happily pay my bill and go to quest if you please send me a corrected bill. I will be telling my story to all my friends on [redacted]

Business

Response:

February 26, 2014

Review: The following email copy to Mr. [redacted] at the COX business office explains the details. In summary I am stilled owed $74.73 from overcharges.

Note: I waited an extra two weeks just in case a check was sent and it was delayed in the mail.

Following is the email copy:

Mr. [redacted],

I am extremely upset with the response from Cox and am about to cancel my home business with Cox as well.

I submitted the proper disconnect paper work back in November of 2013 to be terminated first of November. I was still charged for November, December and January at a total of $121.99 ($40.66 + $40.66 + $40.67).

When we spoke in January you said that I would receive the refund in 5-10 business days. When we again spoke on February 10 you again said “the refund is mailed within 5-10 business days at the very latest.” I finally received a check a week ago.

The check I received ($47.26) was extremely short of the amount owed so I waited a week in case a second check was coming. A second check has not come and I am still owed $74.73 ($121.99 - $47.26).

I am not going to wait another four months to receive the remaining overcharge. I will expect to see a check by the end of this week (3/28/2014) in the amount of $74.73, or I will contact the [redacted] and the [redacted].

Most sincerely,

[redacted]Desired Settlement: In response to my most recent email to COX, they credited my account with $9.30. Not only is that still very short of the $74.73 owed, but the account is closed and thus the credit is useless.

I expect a check immediately for the full $74.73 overcharge amount.

Business

Response:

May 5, 2014Complaint ID# [redacted]We would like to thank the customer for contacting our company via the [redacted] regarding his refund concerns. We apologize for the delay in receipt of these monies owed. We have had a refund check submitted for fulfillment in the amount of $81.67 on April 29th. This typically takes 10 business days to print, mail, and be received by the customer. We regret the difficulty and frustration this matter has caused a valued customer.Should there be any concerns or problems regarding this matter the customer may contact Cox Business at ###-###-#### for assistance. Thank you for your time and consideration. Respectfully, [redacted] Executive ResolutionsOffice of the General ManagerCox Communications, Arizona

Consumer

Response:

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

Review: When installing cable over the summer they hit our water line. they came out to repair the problem which seemed to take care of it for awhile. we no longer have service with cox but the line has either a crack or is broken because our yard is soaked in the same area. We contacted Cox in November and got this confirmation #[redacted],and was told someone would be out to fix it no later than November 23rd,no one ever showed up. I called back a few times and was told I would ALWAYS receive a call from a representative within 48 hours and I have yet to hear from anyone.Desired Settlement: I would like Cox to come out and make the repair so I don't have to go through my homeowners insurance.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his damage claim. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

Upon receiving this complaint we made contact with our Damage Claims Department who were able to speak to our customer directly to schedule a time for us to visit the home on 12/9/15 to complete the requested repairs. Upon completion of these repairs, we were able to speak with our customer on 12/10/15 and confirmed that the work was completed to our customer’s satisfaction. We are confident the issue at hand has been resolved.

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]

Thank You.

[redacted]Executive ResolutionsCox Communications

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: As a small business owner , with a home-based office, dependable Internet is absolutely vital to my business and therefore I justify paying a premium for faster speeds and reliability. however, over the last two weeks I've experienced numerous intermittent outages which disrupts and/or causes significant loss of my work and time. During these times I have been forced to use my cell phone connection through Verizon for internet, resulting in excessive data usage and additional charges.

After yet another outage this evening, error code indicated a DNS server issue, I contacted customer service and was informed of yet another outage.... until tomorrow morning! I've been working night and day to finish a project due tomorrow, and this is just NOT an option. Once again I am forced to use my cell phone's data plan or miss my deadline!

As a small business owner this is NOT acceptable. I should NOT have to pay twice my monthly cell phone expense for reliable Internet at home. Cox Communications should provide me with a refund equal to the additional charges incurred due to their intermittent service over the last several weeks, including tonight. I find it unacceptable when a company which charges so much especially a premium-priced, business critical service, takes no responsibility for assuring it's customers are fairly compensated when service is not available and they must pay for a substitute service in the meantime.

When I told the Cox tech support agent about my service interruptions over the last few and inquired about a refund/adjustment for the additional Verizon data charges which are obviously a result, I was told I would receive a credit for ONE DAY of service. Are you serious? Come on Cox, I've been a loyal customer for over 20 years. This is unacceptable. Especially when these outages are most likely a result of a network upgrade. Don't you have a contingency plan to ensure your valued customers, to whom uninterrupted Internet service is VITAL, aren't unfairly treated & forced to pay even more to another 3rd party for emergency internet service, when yours is down?

Shame on Cox for touting itself as "premium provider." As of late it appears it'd make more sense to go with one of the cheaper providers my friends use, since they all seem to be getting more reliable services AND pay a lot less. however, I'd like to give cs the chance to make this right. Please, do the right thing and reimburse me appropriately for additional charges incurred for internet when yours was not available. Small business owners like me can't afford these unpredictable extra charges each month!Desired Settlement: Refund or service fee adjustment equal to additional cell phone data charges required for internet access at home, incurring on days on which Cox Internet service was interrupted frequently/not available.

Business

Response:

[redacted] Case #[redacted] We are sorry to hear our customer has recently been negatively impacted by outages and interruptions in the Internet service. We have attempted to reach the customer by telephone and email. Once contact is made, we can address the concerns the customer has listed and review options to provide the type of service the customer needs. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: I contracted at the end of June 2015 the new internet Gigabit service that was installed on 6/26/15. After about one week I noticed that download speeds were not fast and called Cox to report the issue. A technician came to my home on 7/9/15 and, upon connecting his laptop to the Cox-installed router, determined that the available download speed was about 100 MB/sec (10% of what I was paying for). He did some work on the modem and router and showed me in his laptop that the download speed was up to 950 MB/sec. However, in my desktop computer it was about 250 MB/sec. He suggested I needed to check my computer set-up and he left. I then changed the set-up and managed to get the same 950 MB/sec.

I just received a few days ago the July bill that included a $60.00 charge for home service and immediately called Cox to complain. I explained all the details and mentioned I should not be responsible for a technician to come and fix the equipment they provided in order that it deliver the service they were charging me for. The person at the phone said the code the technician had entered indicated there was a problem with my computer and not with Cox's equipment. I explained that this was incorrect and requested that a supervisor talked to the technician. I received later in the day a call from the same person I had talked to and she said the supervisor determined that the charge was valid.

I said that this is an outrageous scam and requested for a third time they remove the charge but Cox declined to do it.

The lady on the phone said "as a courtesy I can refund half the charge," to which I replied that I don't want courtesies or charities but just a fair treatment as their customer and that requires a full refund FOR AN INAPPROPRIATE CHARGE (not as a courtesy).Desired Settlement: I want a credit for the $60.00 inappropriately charged to my account and a written apology from the company for the time they made me waste, the aggravation, the lack of sensitivity towards their clients, and the mistreatment and mishandling of my case.

Business

Response:

We would like to thank the customer for taking the time to file their concerns regarding their account billing and recent technician visit. Please let me begin with an apology for any inconvenience they experienced. We certainly do not want to cause our customers any frustrations.Regarding the customer’s concerns with their account billing, we did attempt to reach them at the telephone number they provided to us (###-###-####) to address these issues on 8/24/15, 8/25/15, and 8/27/15 but we were unsuccessful. We have left voicemail messages and submitted a letter to the customer with our contact information. Although we were unable to speak with our customer directly, it is our genuine desire to reach a resolution in this situation. With this in mind, we have waived the charge of $60.00 being disputed by our customer. Additionally, we would like to apologize for any frustration this situation has caused. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. Thank you. [redacted]Executive ResolutionsCox Communications

Consumer

Response:

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

Regards,

Review: Internet only rarely works, a technician came 8th August after trying to schedule for some time. Technician advised they would need to replace the wiring to my townhome, but would need permission of HOA. HOA requires a brief written statement so they can approve the work, I have requested same by email, chats, and was told my notes were added. Finally I called, a supervisor [redacted] advised nothing was documented in the notes. It was explained yet again, meanwhile 20 days have passed with only intermittent internet service. I was provided with a work order, but I need to wait yet again for someone to contact me, so likely I can explain again, and maybe someday I can get this repaired. Work order number and supervisor is below

[redacted] Supervisor CustomerDesired Settlement: 1) Please provide the proposed work in writing or by email to [email protected], with a response email so that the HOA can approve

2) Please repair the wire and fix the service

3) Please adjust pricing for last month that I have not had the intermittent service

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding his Internet services. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.Upon receipt of this complaint, we were able to make contact with our customer on 8/21/15 to address the issues at hand. During our conversation with our customer, we arranged to have one of our Field Service Supervisors visit his home on 8/22/15 to address the issues with his service. On 8/25/15 we were able to speak to our customer again and we were able to confirm that the visit to his home on 8/22/15 was able to resolve the issues with his services. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at ###-###-####. Thank You.[redacted]Executive ResolutionsCox Communications

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution was satisfactory to me and that George's response and his employees were prompt in responding to the complaint, listened, apologized, and thanked me for bringing it to their attention. I consider the matter at this point resolved, and the case may be closed.

Review: I had internet and phone service with cox, and I wanted to add Cable at home and to cancel my phone service. I called cox and they explained to me that I had to pay a $50.00 Deposit so I could turn the cable service and I didn't thought it was too bad, so I went to the store to get the service and the clerk at that store told me the same thing that I had to pay $50.00 deposit so I could turn on the cable service on my account and I paid it with my debit card on 8/01/2014. The clerk gave me the 2 cable boxes and the starter kits I went home connected the service 2 days later as I was told the technician had to come and activate the cable from outside. The cable never worked, I called tech support to troubleshoot and they still were unable to fix it since they said the boxes weren't getting signal to the box and it was not a connection issue. The Tech told me he could have a Tech on Wednesday August 6th, I asked the tech if it was free since it was not my problem and he said it was free of charge. The tech came on Wed home and fixed the internal wiring issues and the cable finally worked. When I lgged in to my account I saw the charges and they are $535.31 and this is my first bill. I have hidden fees of Service Deposits and additional deposit besides the one I had already paid. There is a $60.00 Charge for the Tech that it was supposed to be free, A/R Adjustment - Single S $100.00, Applied Deposit $100.00, 2 service fee's for $50.00 each = $100.00 and I was not aware of any of this charges if I would of known this I would of never gotten the service in the first place. The customer service on the phone said to me that there was nothing he could do for me that he was sorry that mistake happened to me. This is very frustrating especially on the First month of service from cox. If they would of be upfront with all this deposit charges I would of understood but instead they decided to charge me more than $500.00 on my first bill,Desired Settlement: I want credit on my account for $50.00 service deposit$50.00 Service DepositA/R Adjustment - Single S $100.00Applied deposit $100.00Technician Instalation $60.00with a total of $260.00 for all this hidden fees that were undisclosed to me from the sales person at the location I got the service from. This is very frustrating that I have to come to Revdex.com for help otherwise I was just another client more with over charge to my account. Please help me! Thank you

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding the billing of his account. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations.

The customer came into a Solutions Store to add cable and internet service and to disconnect the phone service. The store agent scheduled a “self install” to the field so that the services could be turned on. Records show that this was completed on August 2, 2014. On August 13 the customer returned to the store and swapped out his cable boxes.

On August 6 a technician was sent to the customer’s home and found that the service was not working and repaired the problem.

When a customer initiates service a credit check is performed and deposits are applied as required. In this case the customer was charged a separate deposit for the internet and cable service.

On August 13 the $60.00 install charge was credited along with credits for the time the customer’s service was not working.

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at [redacted]. Thank you.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Consumer

Response:

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

I do not agree with your response, I was told by "The Solutions Specialist" [redacted] that was only going to be a $50.00 deposit charge and I paid these amount on my debit card. Im attaching the receipt to verify my version, along with a business card of [redacted]. If I would of being informed about the "Hidden Deposits" for Service and more for equipment I probably would of not hire the services of Cox and continue with [redacted]; however I was only informed that my deposit was $50.00 only and within a week my Next bill has almost $560.00 on it? I do not agree with this charge, this was false advertising from cox end; how was I supposed to know about the Hidden deposit charged later on to my account with out my consent or knowledge? The credit for the service not working was not just given to me I asked for it since my service was not active and not to my extent to fix the issue since it was not due to not installing the wires correctly or anything like that. When I called to troubleshot the cable, and the customer service rep explained to me that he needed to schedule an appointment to resolve the issue I specifically asked if there was going to be a charge since it was not my fault that the service didn't worked and he said no. Im sure you recorded the phone call and you can certainly ask your quality assurance department to listen to it and corroborate my version. with your response I just learned I was charged for internet service deposit and you also said because I started the service and I don't know if you are aware that I already had internet service for a long period of time prior to 8/01/2014. I need my account credited for all this hidden charges that you did not informed the accurate information in regards to the "Service Deposits" "Equipment Additional Deposits" Prior to initiate service. Thank you for your time

Regards,

Business

Response:

Based on the customer’s past payment history with the company the deposit(s) will not be waived. It should also be noted that the attachments the customer provided to the Revdex.com were not received by the company.

It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced. If they should have any additional questions or concerns, they can contact our Customer Care Center at[redacted]. Thank you.

Sr. Customer Resolutions Specialist

Executive Resolutions

Office of the General Manager

Review: My phone and internet was installed with Cox Communications on 8-7-13. I needed remote access forwarding on my business line. I own [redacted] and [redacted]. We forward the phone all the time. Some one is on call every day 24 hours. Cox told us we could forward the calls via internet. We processed all the info and it seemed like a great idea. However it never worked. We had problems from the get go. Every time we tried to forward the number it would either default back to the business number or would default back to a number no one had. For example our number got defaulted back to a random number. This person was receiving all our phone calls. We lost calls for several days meaning we lost business. I was also going on vaction to Hawaii on the day all this happened. We made hundreds of phone calls to try to resolve this matter with no luck. The only way we could forward the line was calling them direct and waiting for an operator to forward the call manually. This is not what I signed up for! I called Cox when I got back from vacation and they agreed to let me out of the phone contract, provided I sign a 3 year agreement for internet service. There internet service was no better than the service I previously had. It was more expensive as well. I decided to call to cancell the internet. When I got my account manager on the phone he told me I would have to pay the remainder of the contract which was $4100.00. I was told a week prior, by another Cox service rep that I could cancel within 30 days. They did not seem concerned at all that they ruined my vacation. The made me and my office manager spent hours on the phone for no reason. As an accredited company with the [redacted] I was shocked at the lack of customer service. They do not care about the service there providing. All they care about is the money from the contract. Which by the way I never signed. My previous company, [redacted] told me they have a thirty day guarantee of satifaction. They say that this is pretty standard for there business. I am thankfully back with them. I am having no problemsDesired Settlement: I would like out of my contract since I did not receive all

the services on the contract. I would also like an apology for ruining my vaction and wasting my time. I will pay for One month of internet services.

Business

Response:

We would like to thank the customer for taking the time to file his concerns regarding the billing issue described in his complaint. Please let me begin with an apology for any inconvenience he experienced. We certainly do not want to cause him any frustrations. When I received this complaint I looked through the notes and I do see a lot of notes to turn on and turn off the forwarding. I saw a few times where it appears the agent tried to troubleshoot. We used to offer to our voicemanager customers the option to turn on and turn off the forwarding remotely with a phone. That feature was turned off because we received enough requests saying that they did not use a phone to forward their line. I can also attest to a lot of customers not waiting for a prompt after they do *72. This causes issues because a valid number is not entered into the system. Again the justification is someone could call in with any phone and forward the phone number to any number. I do not see any notes that the customer called about internet service issues or speed. I checked the contract the customer signed and did not see anywhere on there that we were giving them a 30 day window to leave if they did not like the service. Should the customer disconnect the internet service they would be subject to the early termination fee. It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration the customer has experienced. If they should have any additional questions or concerns, they can contact our business number ###-###-####. Thank you. [redacted] Sr. Customer Resolutions SpecialistExecutive ResolutionsOffice of the General Manager

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9700186, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

Dear Mr. [redacted], when I contracted services from your company, the phone and the internet were a package deal. I am a 24 hour [redacted] service. We use remote call forwarding at least two times a day. When I talked to your service rep he told me we could remotely forward the phone via internet. Also via the main phone line. This turned out to be a false statement. My staff and I spent countless hours on the phone trying to rectify this problem to no avail. We lost revenue due to the phone defaulting into unknown numbers. Your company ruined my vacation to Hawaii and stressed out my staff. When I returned from vacation I talked to your service rep. He told me he would let me out of the phone contract, provided I sign a 3 year internet contract. He never offered me anything in the way of compensation for the hell your company put my staff and me through. I switched my phones back to [redacted]. I then called your company to cancel the internet within 30 days. I was told if I cancel the internet I would owe $4100.00, the remainder of my original contract. You say your company is into customer service. I beg to differ. I think all your company is interested in is signing customers to long term contracts. When I talked to your service reps, I asked to talk to a supervisor on two separate occasions. They both told me no one was available. I left my phone number and the both told me a supervisor would call me back the next day. I never received a call from any supervisor. Another great example of your exemplary customer service!! Your main competition [redacted]s offers a 30 day satisfaction guarantee. Its very peculiar the Cox Communications apparently does not offer one!!In closing I would like all contracts dissolved due to breach of contract. As a business owner for 30 years I am appalled at the lack of empathy and customer service. If you do not want to resolve this issue, I will contact my attorney to find out my legal rights in this matter. I will also contact the [redacted] about your false advertising. I will also contact every social media outlet, so I can to share my experience about your company. All you have to do is the right thing!!

Regards,

Business

Response:

As a customer oriented company we have agreed to allow the customer out of the contract for bith his phone and internet services as the customer expeience was not up to standards.

Review: I signed up for Cox and was told I would receive a $200 gift card after 90 days. It has been around 9 months and I have been told excuse after excuse of why the gift card was not sent. The last one was the card was returned by the post office. I get my bill to the same address. This was at least the 5th type of excuse. My next step is the [redacted] commission who licenses phone companies and the [redacted] Office.Desired Settlement: My $200 gift card.

Business

Response:

September 3, 2015—Revdex.com complaint # [redacted] We were sorry to hear of the difficulty and delay that the customer has experienced in receiving the gift card from our company. Due to the concerns that the customer brought to the attention of your office, we reached out directly to the subscriber to discuss the matter. The Processing Department for the gift card fulfillment has advised us that the client’s care will be processed within 10 days. We have given the client our contact information and will continue to follow up with him regarding the extended amount of time that the processing center is taking to process his gift card. As always, we appreciate the opportunity that the Revdex.com has given us to assist a valuable customer. [redacted]/Cox Communications Executive Offices/ Arizona

Review: I am contracted with [redacted] Communications to receive Internet service. The Internet connection they provide continually drops its connection and they are unable to fix it with repeated service calls. They also fail to provide credits for the lack of service.Desired Settlement: Have a consistent Internet service that does not continually drop the connection.

Business

Response:

August 15, 2013

Review: Initially in December 2012 I contacted COX to see if they were available at the address of a new home I was purchasing and I was advised that they weren't. (no credit report was pulled from this basic inquiry concerning their service area). Once I moved into my new home I received numerous mailings from COX offering their services. I called COX on August 8, 2013, to see if their services were now available in my area and they were not. Yet the associate pulled my credit report without my authorization and has caused an inquiry on my credit report. I've requested the inquiry to be deleted numerous times through the credit reporting agency and COX denies the request. I'm requesting the Revdex.com to advise COX Communication to delete the inquiry and to stop soliciting me. I received mail and door hanger solicitation's constantly and they don't service my area.Desired Settlement: Remove their unauthorized inquiry from my credit report and mail me an acknowledgement of the deletion.

Business

Response:

Revdex.com Case # [redacted]We sincerely regret any inconvenience this individual has experienced with our company. We have contacted this individual directly to address her concerns and provide a successful resolution. Thank you for your time and consideration. [redacted].Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Review: Cox communication sold me a package where I specifically requested the [redacted] channel. Service was installed June 1, 2014. The [redacted] channel is not working. I Contacted customer service. Call lasted over one hour. First Custer service rep sent me to tech support to reboot my cable box. Tech support could not get channel to load. Stated they needed to get me back to customer service and they would stay on line with me and explain to sales what is required. Tech support sent me back to call in center where I stayed on hold again. They did not stay on the line with me as promised. Finally got a customer service rep that told me I needed to buy a different package and that she needed to send me to a different department. I said [redacted] She told me she was a Christian and hung up on me. What do I need to do to get the service I was quoted on by Cox Services?Desired Settlement: I want the services I was quoted. If not I want to discontinue my service without penalty

Business

Response:

Revdex.com Case No. [redacted] – Ms. [redacted]

Review: I frequently leave my television on all night, occasionally waking and glancing up to see something of interest. Now after leaving the television on one channel for a long period of time, instead of seeing the programming I have paid for, I see an advertisement for Cox and must change the channel to another and back again to see the video. By the time that is done, what I wanted to see is usually gone. I pay for video as well as audio. I want Cox to deliver both all the time without prolonged advertisements for their service. They also use my computer for pop-up surveys that promise "over $70 in goods" and the so-called goods are bogus products for weight loss, erectile dysfunction, and so-called health products.Desired Settlement: I want Cox to stop these advertising practices that interfere with my paid programming and internet browsing. In lieu of that, I wish my bill credited for these interruptions in service.

Business

Response:

Revdex.com Case # [redacted]We regret to hear of the issues our customer has had with their Cox services.We have contacted the customer directly to address her concerns and provide a successful resolution.It is always our goal to provide our customers with exemplary customer service. As a customer service oriented company, we know that our success largely depends on our customers’ perception of our employees, as well as our company. Once again, we would like to apologize for the frustration that the customer has experienced.We appreciate the opportunity that the Revdex.com has given to us to assist our customer. Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region

Consumer

Response:

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

Regards,

Review: In late June 2014, I transferred the service address for my Cox internet account to the address given above from a previous address on [redacted]. Since that transfer, I have been locked out of my online account, and am unable to pay my bill. I have sent repeated emailed requests to Cox customer service, but I have not received a reply to these emails - at least 3 or 4 at this point. My monthly bill is typically $29.99, and I believe it was paid in full when I transferred service in late June 2014, less than 2 months ago. Also, when I moved recently, I was told there would be no charge to transfer my service to another address.

Recently I have been receiving automated phone calls from Cox to pay my bill. On a few occasions now, I have called the number provided, and the CSR once gave me a total due of about $230. I called back another time and the amount was about $195. The people on the phone are unable to provide an explanation of the charges, and simply demand payment immediately. When I ask to talk to somebody about itemized charges on my bill and/or to get access restored to my online account, I am transferred alternately to retentions, or to sales, but nobody is ever able to help me with my account problems. They either want a credit card number to pay immediately without an explanation of charges, or they want to sell me new and/or upgraded services. There does not seem to be anybody at Cox who is able or willing to provide me with intelligent, truly helpful customer service to get my billing and account problems solved. I believe at this point I owe either one or two months' service, or approx. $30 to $60.Desired Settlement: I would like access to my online account to be restored, and to settle my bill at the contracted rate of $29.99 that I have been paying. I do not wish to speak to anybody about any changes to my Cox service until the account access and payment issues are resolved. I do not want to speak to retention or sales employees.

Business

Response:

August 26, 2014 Revdex.com – Complaint ID [redacted] – [redacted] We would like to thank our customer for bringing his billing and account access concerns to our attention. The complaint that was filed with the Revdex.com was directed to my attention for research and resolution. We are sorry to hear that our customer felt that he had no other recourse than to contact the Revdex.com to get these concerns resolved. We would like to apologize for any misinformation or challenges that she faced while trying to resolve this issue. It is always our goal to assist our customers to the best of our ability and provide excellent customer service. Upon receipt of this complaint, our customer’s account was researched thoroughly. One of the members of our Customer Advocate Team reached out to our customer and worked through the account access issues. In addition, our customer questioned that his monthly bill had increased. Our representative was able to secure another discount campaign for an additional six months. She credited his account for the additional charges that he had been billed. We want our customer to know that we appreciate his patronage and hope to have a long relationship. We regret the difficulties he experienced and hope that we are able to regain his confidence in our organization. If he has any additional concerns, she can contact our Customer Care Center at [redacted] or contact us on our web site at [redacted]. Sincerely, [redacted] Executive Resolutions/Office of the General Manager Cox Communications/[redacted]

Consumer

Response:

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

Regards,

Review: I am filling this complaint on behalf of my elderly mother who has been given the run around by cox cable for two year. My father her husband [redacted] passed away on July 4, 2013. After several trips to the Cox store on [redacted] with death Certificate in hand, she can not get the account change to her name. Now Cox has issued a check to her with my dead father's name on it due to over payment by here for a service call. The check is worthless, and even with the death certificate Cox will not credit her account and void the check. It is a shame how this business takes advantage of the elderly. A generation that doesn't know how to fight back and is more than willing to tolerate incompetence and prejudice.Desired Settlement: Account change from my dead father's name to my mothers name and a credit to her account for a check written in my dead father's name.

Business

Response:

Revdex.com complaint # [redacted] We were sorry to hear of the difficulty experienced regarding the account assumption. While it is never our intention to cause distress for any of our subscribers, we truly apologize for the inconvenience that the customer experienced during the transitioning of accounts. While we are unable to change the name on the check for the $11.51 refund, we have added a $20.00 courtesy credit to the new account for the inconvenience that the client experienced. Our company is unable to process a refund check in any other name than the subscriber. We apologize again for the difficulty that the family of the accountholder experienced. Our goal is to treat all of our customers fairly and honestly and we hope that we will regain their faith in our company. We hope this information has been helpful to the Revdex.com. Thank you. Catherine/ Cox Communications Executive Offices/ Arizona

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

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

Regards,

Review: I have had at least 3 cox communications workers over to fix my cable and internet. Still.to this date my cable does not work properly, my [redacted] does not work and numerous channels will not work. My internet goes in and out on a regular basis. I'm paying way too much money for this terrible faulty service. I've called and just sit and wait for a real person to pick up and they just ask me the same questions. If they ever answer my call at all. I just would like someone to take this seriously and fix my problems.Desired Settlement: Just repair my internet and television.

Business

Response:

June 28, 2014

Review: I am from [redacted]. I contacted Cox Communications before coming to Phoenix,Az. about setting up telephone, internet, and TV services when my wife and I arrived in Phoenix on January, 14, 2015. They quoted me a bundled price of $ 86.66. I received my first bill for that amount due on Feburary 8, 2015 which I paid. The next bill that I received was for $159.20 payable on March 11, 2015. In this bill Cox took the liberty to charge me an additional $72.54 for DVR services which I never agreed to. When they installed my TV service they installed a DVR box which I had reason to believe was part of the agreed upon price of $86.66. The additional DVR charges are either fraudulent and part of a bait and switch gimmick. Cox needs to honor the agreed upon monthly charge of $86.66.Desired Settlement: Continue the services that Cox provided us at the agreed upon monthly fee of $86.66.

Business

Response:

We are sorry to hear our customer was negatively impacted by billing issues. We have reviewed the calls and the account. We contacted the customer directly and went over the billing concerns. We were able to come to a successful resolution. The customer is aware of the monthly recurring charges and current balance due. Thank you for your time and consideration. [redacted]Executive ResolutionsOffice of the General ManagerCox Communications, Southwest Region