This business is not BBB accredited.

Cox Communications

Additional Locations

Phone: (401) 383-2876 Fax: (401) 615-1581 View Additional Phone Numbers 170 Utopia Rd, Manchester, CT 06042 http://www.cox.com


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Description

Cox Communications offers digital cable, high speed internet, Cox digital telephone services and wireless cell phone service.


BBB Accreditation

This business is not BBB accredited.

Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

To be accredited by BBB, a business must apply for accreditation and BBB must determine that the business meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses must pay a fee for accreditation review/monitoring and for support of BBB services to the public.


Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for Cox Communications include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 71 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

71 complaints closed with BBB in last 3 years | 33 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 6
Billing/Collection Issues 28
Delivery Issues 1
Guarantee/Warranty Issues 0
Problems with Product/Service 36
Total Closed Complaints 71

Customer Reviews Summary Read customer reviews

3 Customer Reviews on Cox Communications
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 3
Total Customer Reviews 3

Additional Information

BBB file opened: June 29, 2001 Business started: 01/01/1980 Business started locally: 01/01/1980 Business incorporated 02/09/1996 in CT
Licensing, Bonding or Registration

This business is in an industry that may require professional licensing, bonding or registration. BBB encourages you to check with the appropriate agency to be certain any requirements are currently being met.

These agencies may include:

Department of Consumer Protection
165 Capitol Ave, Hartford CT 06106
http://www.dcp.state.ct.us
Phone Number: (860) 713-6300
trade.practices@po.state.ct.us

Type of Entity

Corporation

Business Management
Ms. Carol Lisi, Customer Experience Manager
Contact Information
Customer Contact: Ms. Carol Lisi, Customer Experience Manager
Business Category

Television - Cable, CATV & Satellite Telephone Equipment & Systems Dealers Computers - Cable & Installation Internet Services Telephone Equipment & Systems Service & Repair Television & Radio Broadcast Schools


Additional Locations

  • THIS LOCATION IS NOT BBB ACCREDITED

    1400 Lake Hearn Dr NE

    Atlanta, GA 30319 (404) 843-5000

  • THIS LOCATION IS NOT BBB ACCREDITED

    170 Utopia Rd

    Manchester, CT 06042 (860) 512-2253 (800) 955-9515 (860) 512-5000

  • THIS LOCATION IS NOT BBB ACCREDITED

    683 E Main St

    Meriden, CT 06450 (203) 439-4269 (860) 436-4269 (401) 383-2315

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BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

5/24/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Below is a summary of my issue. This is also what I sent Cox, to no avail / without response. The primary account holder is **** ******, I am the secondary account holder. I have called 12+ times over the last 16 months to request that the marketing materials stop being mailed. On those 12+ calls I have spoken with 20+ reps (some in Billing, some in Loyalty, some supervisors of Billing reps). My primary issue is that I receive 2-3 pieces of mail per week. One is addressed to “**** ******”, another to “Current Resident” and the third to “Barn Unit”. After the first call, each time I have called I have been provided a different reason on why the mailings have continued….”the prior rep didn’t complete the process”, “it’s a two-step process”, “we have to contact the marketing group to remove you from their database”, etc., etc (I have spoken with supervisors on at least 2 occasions asking if this was a possible “teaching moment”…as in “give your reps that tools/training they need to address customer needs/complaints”). On multiple occasions I have asked if the application the reps are using to discontinue the mailings truly makes it to the appropriate back office group. Each time I have been told, yes, it does go to the appropriate group. Finally, on call 12, 13, 14 or 15 (sorry note sure), I was told the reps can only discontinue the local promotions that are sent out and not the national/regional promotions (apparently those are the ones I am getting). The rep then proceeded to tell me that I would need to contact the marketing group (he could not transfer me). I replied that I appreciated his honesty and his response was logical as I had thought that had been the case all along and had asked that question point blank to many prior reps. I also asked if he could provide me the contact info for the “marketing group”. He said that he didn’t have it, but I could “****** it”. I again told him I appreciated his honesty but that it was a pretty horrible customer experience that Cox couldn’t transfer/contact the appropriate group and expected me to not only contact them on my own, but find out their telephone number. To add insult to injury my next bill increased by $35 as apparently some of my “promotions” expired. I then called to explain the saga that was the prior 16 months and to ask to be compensated (i.e., we were beyond the point of ridiculousness). After being cold transferred (i.e., no intro from the rep, I have to spend another 5 minutes providing detail/context to the new rep) between Billing to Loyalty and back to Billing I finally spoke with a rep for 40+ minutes on 2/29, during which conversations they agreed to credit $20/month going forward. Unfortunately, that credit was only applied to 1 month. I called on 4/25 to inquire about this error. I was told that although the rep may have said that, reps cannot provide recurring credits/credits for greater than 1 month. At this point I just want what was promised (a $20 per month credit). To add further insult to injury my internet went from $32.99 to $67.99 this month (amazing because my bill is now $182/month which is $65 more than my girlfriends cable/internet bill in Boston from *******. I note this because Cox is probably 5-8 years behind ******* in terms of functionality and because my girlfriend gets 75 MPS and *** with *******…I get 50 MPS with Cox and no ***…in fact I have to pay $8 for *** Sports and she gets that with the basic package). I am hoping this email goes to a different group than prior zillion calls and that you honor what was promised on 2/29 and provide a $20 monthly credit going forward. If not that’s unfortunate as our 14 year relationship my come to an end. However, if you are unable to assist, I am hoping the Better Business Bureau and the Connecticut Attorney General’s Department of Consumer Protection is able to help with this situation (your rep on 4/25 confirmed contacting them was the appropriate next step). To be honest I find it beyond ridiculous that you have sent me 150+ pieces of mail since I started calling 16 months ago. Such of waste of paper, fuel, resources, etc. I used to recycle these, but I have recently started writing “Return to Sender” on these in hopes that being charged the return postage (I assume you have a bulk arrangement with the ****) on each piece of mail will incentivize you to stop sending these. Thanks, ****

Desired Settlement: I simply want the $20 credit per month that was agreed upon / promised to me on 2/29.

Business Response:

Dear BBB,

Cox Communications is responding to the complaint filed with your office on 04/28/2016 and assigned the complaint ID of ********.

Removing customers from our active marketing list is a process that can be handled by any of our frontline agents with access to a customer’s account. The flag was activated on our customer’s account in September 2015, during the third call we have on record where our customer requested to be removed from all marketing mail lists. From the point that flag is made active on any individual account it can take up to 60 days for the marketing to cease due to possible existing lists pulled in advance of the customer’s request. Though the proper steps were followed for our customer’s active account, mailings continued for a second unit at the same address without active service. The other unit has had the same Do Not Mail flag applied to it as our customer’s active account.

The credit that was applied as a result of the conversation on 2/29/16 is noted as a one-time credit of $20.00 in response to our customer’s request for a $10.00 per month credit for an extended period. To address our customer’s campaign ending, we have applied a promotion that will discount their current level of service for 12 months. There is no Service Agreement protecting the non-discounted rate, meaning ,the account is subject to any future rate actions. 

The issues outlined in the complaint have been addressed and we apologize for the circumstances that led to this complaint. Though we have not been able to speak directly with our customer, we have provided direct contact information via voicemail for the Executive Resolution Specialist assigned to this case that can provide details on our findings.

Sincerely,

Cox Communications Executive Resolution Team


Consumer Response:


Complaint: ********

I am rejecting this response because:

I appreciate the prompt response from Cox Cable, unfortunately the response contains factual inaccuracies and is vague as to what the final resolution will be.

In general, the first paragraph of the response is an inaccurate account of my phone conversations and the actual mailings that occurred (and are STILL occurring).  To level set, my requests on the 1st, 2nd, 3rd, 4th…10th, etc. calls, were all the same – “PLEASE STOP ALL MAILINGS”.  I cannot speak to the actions the Cox representatives did or did not take and if their notes varied from call to call (or if they truly captured the actual conversation in their notes).  I strongly disagree with the following sentence - “Though the proper steps were followed for our customer’s active account, mailings continued for a second unit at the same address without active service.”  I stated on every call and in this BBB complaint that I received 3 separate pieces of mail (to **** ******, to Current Resident & to Barn Unit).  To be clear, ALL of those mailing continue to this day, despite what the Cox response states.  If Cox would like to verify that, they can simply check with their mail center at their ********* ** location in ******* (or just check with their marketing dept to see what they are actually sending out – although from what I have gathered in the Cox Communication operation the left hand does not seem to know the right hand is doing).  ********* ** is the return mailing address on the letters I have recently been dropping back in the mail to “Return to Sender” (again hoping that the additional return postage charge will change Cox’s behavior).  Moreover, if you haven’t already deduced from above, I should also add that the first paragraph of the response seems to infer there are two pieces of mail (“active account” and “second unit at the same address”).  I can assure you there are 3.  That is the crux of my frustration, that not only is Cox unable to stop marketing materials, but they are sending out 3 separate letters!!!!!  If it was simply 1 piece of mail we may not be in this situation……I would probably just have accepted my Cox fate and would be putting them in the recycle bin and not wasting my time complaining to no avail for over a year……but there are THREE!!!!  As stated before, that’s over 150+ pieces of mail since I started complaining 17 months ago (yes, this ordeal has just crossed from 16 to 17 months). 

I regards to the following verbiage, I have multiple questions –

“The credit that was applied as a result of the conversation on 2/29/16 is noted as a one-time credit of $20.00 in response to our customer’s request for a $10.00 per month credit for an extended period. To address our customer’s campaign ending, we have applied a promotion that will discount their current level of service for 12 months. There is no Service Agreement protecting the non-discounted rate, meaning ,the account is subject to any future rate actions.” 

  1. I stated in my complaint that I was promised a $20 RECURRING credit on 2/29 (not $10 as Cox noted in their response).

    1. You have not stated anywhere in the response why I am not receiving that credit.  I am painfully aware that the $20 credit was only applied as a one-time instance.  I am not seeing in your response why this is not recurring.  There are two options – 1) Cox made a mistake or 2) you are stating that I’m lying on what I was promised on the 2/29 call.  Please clarify which option is accurate.

  2. What is the rate associated with my “current level of service” and what is the discount you will apply?  I feel I need to clarify this as Cox has adjusted my rate multiple times over the last 4 months (01/22/2016 - $149.08; 02/22/2016 - $159.93; 03/23/2016 - $153.35; 04/22/2016 - $195.52).  I am excited that I will actually be receiving a discount as a result of this ongoing issue, but at this same time I am disappointed that - “There is no Service Agreement protecting the non-discounted rate, meaning ,the account is subject to any future rate actions.”  In plain speak that sounds as if my monthly bill will continue to fluctuate as it has over that last few months (my rate bill has increased 31% since January) and that in a few months I should expect to pay what I have been paying (i.e., a ridiculous amount of money since Cox only increases bills and doesn’t enhance the service offering behind those rate increases). 

In response to your final paragraph – “The issues outlined in the complaint have been addressed and we apologize for the circumstances that led to this complaint.”

  • I sincerely hope that the junk mail stops within 60 days, but after 15+ calls and a laundry list of excuses….truth be told, I will NOT hold my breathe.

  • Does Cox really apologize or is this just a throwaway / “need to include it per Compliance Dept.” type of line?  If Cox really cared would you not accurately account for how many separate pieces of mail I am receiving (3, not 2) in your response and would you not have resolved this on one of my earlier 15+ calls??????????????

I feel that I need to echo what I noted above…..it’s disappointing that the response from Cox contains inaccurate information…..this response to my BBB complaint just perpetuates Cox Cable’s continued lack of attention to detail (and facts for that matter).

Sincerely,

Embarrassed Cox Customer

5/23/2016 Billing/Collection Issues
4/29/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was trying to resolve my collection bill for the past week. My credit report indicates a collection account $245 for equipment that has been returned years ago. The collection charge needs to be dropped since the equipment has been returned. Not only was the equipment returned, my wife called Feb 23, 2016 and gave my Social Security number saying she will pay off ALL ACCOUNTS regarding my SS number. She paid $1008 while she was reassured several times all accounts with my social security number will be a zero balance with the $1008 payment. The payment cleared our credit card so the $1008 has been paid in full. Still the collection account $245 for equipment that has been returned years ago remains on my credit report. I have called Cox Communications FIVE times on this issue. I have been hung up on 4 times. I was told by last supervisor that I would receive a call back within 24 hours and still no one has called 72 hours later.

Desired Settlement: the collection account $245 for equipment that has been returned years ago to be removed from my credit report since it is fraud and Cox will not call back with a resolution.

Business Response: Dear BBB, Cox Communications is responding to the complaint filed with your office on 04/10/2016 with the assigned BBB complaint ID of ********* We spoke with our former customer on April 18, 2016 in response to his complaint concerning a balance in collections. We reviewed his case and informed him that there were two separate accounts in his name. The recent payment he made was for only one of the accounts. We verified that the balance on the second account is valid and still due. We apologize for the experience our customer had in attempting to contact Cox regarding this matter. Our customer has our direct contact information should he have any additional questions related to this matter. Sincerely, The Executive Customer Resolution Team, NE

4/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Company was contacted 32 times in a 7 month time frame to have service restores to no working cable boxes. My house needs specific cable box to work in my house, company stated they mailed out 19 cable boxes. Never received any. requested to have a technician to come out to install new boxes and didn't carry with him the ones that work in my house installed 2 non working able boxes still have questionable services. Cable boxes that were delivered where damaged and unusable. Company is requiring payment for 18 cable boxes and payment for the 6 months service was not provided to customer.

Desired Settlement: Services to be working properly and billing to adjust credit for unusable services

Business Response: Dear BBB, Cox Communications is responding to the complaint filed with your office on 04/13/2016 and assigned the complaint ID of ********. A review of the account shows that all cable boxes assigned to our customer’s account for the purpose of replacement have been accounted for and removed accordingly. The Monthly Recurring Charges (MRC) associated with the receivers has been adjusted as of 4/16/16. The account now has the correct number of receivers and they are being charged correctly. Over the past 6 months our customer has received the appropriate credits for their time without service. There have been 7 separate credits applied for service issues. We apologize for the circumstances that led to this complaint. Our customer has been provided with direct contact information for the Executive Resolution Specialist assigned to this case who can provide details on our findings. Sincerely, Cox Communications Executive Resolution Team

4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Hi my name is ***** ******* I have a problem with the service Cox Communication that I have her about two and a half months now it started when I bought the service online and I pressed self install on their website so they sent me the Box with the internet router so as I proceeded to set it all up everything was set up correctly on my end the only thing that didn't work was it wasn't going online so I called the 1-800 number and talk to a troubleshoot lady who tried to help me get online everything I did was perfectly fine we set up everything fine together and we just couldn't get it to go online so she had to send a technician out told me that she had to so I waited till they sent a technician out so the technician came out and work on a pole that is outside never got to see the guy except for once then after he worked on the pole outside I got internet to the modem they never told me I would be charged $55.35 for the technician coming out I would have never had a technician come out to know that I got charged for the technician going on a pool that is outside that has to do with wires that I cannot fix myself I had called and spoke with 4 people todayApril 9th 2016 at 11 o'clock p.m. I kept getting transferred once to a salesperson twice to a billing department then to a technician Department to resolve the billing problem then to a supervisor because they couldn't help me I talked to a supervisor name Deselyn about this problem cuz it's unfair to get charged for a problem you can't fix if you're not a technician I can't fix a pole and wires outside and she said there's nothing she can do that I have to deal with those charges and that they're valid those charges are not valid they're trying to charge me for no reason for their mistake if they didn't activate the internet before I got the modem on the outside Pole and that's not my fault and on top of that I just learned I'm getting charged a $20 self installment fee that she had to credit back to me but they never placed on the bill but they're charging me for it I just want this matter resolved I'm willing to pay the bill just not for a technician that came out wrotea lie on a paper or wherever he wrote it and said it's a valid charge on me what I was never told a technician had to be sent out here to fix a pole and I would be charged 5535 for a problem I can't fix myself why do they have self installation if they're going to charge knowing that they had to forcefully send a technician out because they didn't activate the internet on their end if you could please help me I would gladly appreciate it this is not good service

Desired Settlement: For them to take the 55.35 dollar charge off my account so I can pay my bill

Business Response: Dear BBB: Cox Communications Executive Customer Resolution team responds to BBB Complaint ID #********. We have reviewed the information and made the decision to credit the installation fee. Our customer will see that credit posted to the next bill statement. Thank you, The Executive Customer Resolution team

4/21/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I fell behind on paying my bill due to unsteady work hours. I was willing to work out my bill with Cox but they weren't. I was only behind by one month. My service came out to be $90 a month. Because of this they cut my service on the first half of February. By the 16th of that month I switched to Frontier Communications. When I received my bill from Cox I was truly angry. First of all, the bill is designed to confuse the consumer. I called them on the 21st of March at 4:30 p.m. and spoke to Priscilla. She was helpful and patient. I told her the bill is designed to confuse us customer. It wasn't right that I was being charged $190 for an early termination fee when it was them who terminated ME! It should be for customers who decide to end the contract. Then how can I be charged $151.82 for partial monthly service. If I paid $90 a month wouldn't "partial" mean half the cost for 2 weeks? And why am I being charged for fees and taxes as a separate charge. It is totally ridiculous. I won't pay for their greed and lack of customer service. This is how they treat a 13 year loyal customer? Now the bill is up to $500 when all I did is miss a month of payment?

Desired Settlement: What is right and just for missing a month. They were not willing to work with me then why should that change now? I'll pay what is rightly owed them. For one month of service. Not more!

Business Response: Dear BBB: Cox Communications Executive Customer Resolution Team responds to BBB complaint ID# ********. One of our supervisors worked with our customer to review that two payments made to us had been returned to Cox. In addition, two non-sufficient funds fees had been posted to the customers account along with an early termination fee. We informed our customer via letter- although our former customer advised us this letter was never received. For good relations, we provided a goodwill credit which a portion of the early termination fee. The amount credited was $128.22. The customer accepted this credit and advised this supervisor that they would contact the bank to go over what might have taken place. Our former customer has one the supervisors direct contact number in the event further assistance maybe needed. The issue has been addressed at this time and if the customer needs additional assistance after the review with their bank the customer has the supervisors contact information. Thank you, The Executive Customer Resolution team

4/21/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The contracted speed of my internet service is 15mbs download and 2 mbs upload. I am at certain times of the day getting 2mbs download or less. I have spoke to many customer service representatives, which all of them handle my complaint differently or have a different explanation. Cox is to guarantee no less than a 30% drop from contracted speeds, but my speeds drop still. I have had their techs come to my house, paid for extra line insurance, and nothing has fixed the issue. I have been told it is my equipment, I have been hung up on, I have been dealing with slow internet speeds for 6 months and nothing is getting fixed. I am not receiving the service I am paying for. Since most of the latency issues happen between 11pm and 3 am, a tech is not available to come out at these times. I will attach my speed test.net results that prove my speeds are not as advertised. Cox has been billing me for a service they have not been able to consistently provide per their contractual agreement. I will continue to keep track of my internet speeds for future use with either the BBB or other customer restitution needs as this case continues until my internet speeds are resolved to an acceptable speed per contract.

Desired Settlement: I would like the problem fix. I would like the contractual speeds of my internet to be working all times of the day. I understand that maintenance is done late at night, but as the tech that come to my house explained, I would have no service, not slow service. The tech verified my home equipment is working fine and that is at the cox service end. I would expect to have this fix many times over the course of my phone calls and talking with the customer complaint department. I was supposed to have something attached to my line so a cox service tech could check line speeds at all hours, but this has not been done. As I have not gotten the advertised speeds, nor have I received speeds not less than 30% drop of contracted speed, I would hope Cox would find a resolution to my service speed issues immediately, and make restitution for loss of service of specified speed rates.

Business Response: Dear BBB, Cox Communications responds to BBB complaint ID # ******** filed with your office on April 10, 2016. We apologize for the experience our customer had in attempting to rectify his concerns related to Cox data service and internet speed. A Cox Executive Customer Resolution Specialist (ECRS) contacted our customer on April 13, 2016 in response to his complaint and arranged for a technician to go to the home to address the issue. We made a follow up call on April 19, 2016 and our customer indicated that he was no longer experiencing the issue and that he was satisfied with the resolution. Our customer has our ECRS agent’s direct contact information should he have any additional questions regarding this matter. Sincerely, Cox Executive Customer Resolution Team

Consumer Response:  My speeds are infact back to the speeds expected, and I am pleased to say. I do have the executives name and number and he was extremely professional. Although I do not know the direct resolution that had been done, I currently am receiving the specified rates and appreciate the BBB for helping.
Better Business Bureau:

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

Sincerely,

****** ******

4/14/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 3/28/16 Cox Communication mistakenly withdrew ~$125 from my checking account (my account was fully paid up prior to this incident) . I contacted them the same day I saw the withdrawl on line. They admitted they made the error over the phone and indicated it would be corrected within several days since this money was to pay for another customers services by mistake. I then received an email several hours later referencing the incident indicating they needed a copy of my checking account transactions. After reluctantly providing this showing the unauthorized withdrawl, they now indicate they will be sending info to the check processing vendor within several days and then expect a check within 7-10 days after that. Bottom line they made an error, withdrew money unauthorized electronically and I'll be waiting 2 weeks for the money in the form of a check. I find this very unethical. Regardless of my checking account balance or financial situation, having to wait 2 weeks to correct their error seems wrong.

Desired Settlement: ownership of issue, apology via phone and instant refund.

Business Response: Dear BBB, Cox Communications is responding to the complaint filed with your office on 03/29/2016 and assigned the complaint ID of ********* Upon receipt if the information from the BBB, Cox opened a research investigation into how the scenario outlined in this complaint occurred. While additional research is still required to pinpoint the exact cause and completely rule out user error, we are confident that the telephone number we were told made the call that created this situation is pointing to the correct account. Agents initially assisting our customer were following established procedures to process a refund due to a customer. Cox’s policy for refunding payments is designed to assure funds being requested have completed processing through the customer’s financial institution and to assure that the refund does not put our customer’s account into a past due status. We have confirmed that the refund of the payment has been processed and will mail on or before April 6, 2016. We apologize for the circumstances that led to this complaint and look forward to providing our customer with exceptional customer experiences in the future. Sincerely, Cox Communications Executive Resolution Team

4/4/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Note this has also been sent to Attorney Office of ****** ****** of Connecticut via fax ###-###-#### today and to our 3 local news on your side stations for resolve. I have waited for follow up yet again for damage to house by tech and credits that has been promised starting in July of 2015. Service Started June 29th 2015. We have and pay for Internet, Phone, Cable Tv and HomeLife to Cox.From day one we have had issues.There has been numerous calls(over 25 easily)countless in house service calls by Cox technicians, non Cox employees or contractors, and supervisors. Its easier to list whats happened because 4000 characters would not be enough. *When ordered promised $300 gift card for buying highest service, received $200. *Installer ran cables through open windows and left them down all during summer, fall and winter. Only corrected and drilled holes on the 2/29/16 visit after months of concerns and asking for. *Cable from road came across front lawn at 6ft level, I could tough it with my head. Fixed 2/29/16. *Told that our equipment(cable modem) given to us does not handle the speed we pay for and router was POS by two of your in house techs. Their words exactly. *Told we needed a better wifi/router and was informed what to get to resolve issue $300 for the nighthawk(picked by your staff) told to get AND IT DID NOT HELP AT ALL! *The router at install had the wrong fitting power cord which caused daily disconnected sevice. *Screen shots of SpeedNET shows that we get speeds of 3mbps of which we pay for 150 ! Direct plugged it not using wifi. *Homelife antenna never moved since install and got only 10percent signal and COULD NOT USE MOBILE APPS. that we pay for every month. JUST moved 2/29/16. *Last visit tech. was here 9 straight hours to resolve some issues. Ive taken off OVER A WEEK OFF of vacation time to be here! *FALSE ALARMS on Smoke Detectors and Fire Stations showed up! two times. *We have a in house SERVER and it tracks how many times we lose internet, sent the report in to customer service rep. and at that time we had lost service over 50 times for more than 4hrs in months. ******On visit of 2/29/2016 the BEST TECH. so far DRILLED into the 110/210 GENERATOR power LINE ! He informed his boss and I filled the proper paper work not just once, 3 times!!!! and the supervisor called to say an electrician would be in touch and he would also follow up. Its been now TWO WEEKS and TWO DAYs and nothing yet again from Coxs. I clearly said my neighbor was a car mechanic and may know someone BUT would prefer for Cox to resolve it. *Was told over and over that credits are not issued until the problems are fixed. How long does this keep going until we see credits. The things we pay for don't work and ITS CLEARLY KNOWN BY COX. *I must have a working telephone line, I am permanently disabled and even the HOMELIFE is for emergency. *The tech David out of Phoenix was working on getting credits but could only go back to Jan 1, but he and his supervisor clearly knows we had issues since 6/29/15 and was working on it but I have heard nothing.

Desired Settlement: We have been more than patient and always cordial and paid bills on time but we're not getting the services we pay for and even more losing time away from work, paying for devices deemed necessary from your customer service rep. many times from tier 1 to tier 2 and in house that we spent $300 on something that goes back to not having a working line in from the road for over SIX MONTHS! This was know, but know one wanted to spend them money for it or put the time into doing it. Its simply not fair to us or anyone. You have someone of the nicest people working for you but the follow up and credits owed are never done. The attorney general, BBB and local tv for help was our only way to hopefully get resolve.

Business Response: Dear BBB, Cox Communications is responding to the complaint filed with your office on 03/16/2016 and assigned the complaint ID of ********* Cox has discussed in depth all of the concerns our customer brought forth in his complaint. As of the receipt of the correspondence the only items that needed to be addressed were the damaged power line and the credits our customer requested. A licensed electrician was sent to the customer’s home to assess and repair the line. Once this was completed we verified the work was done to our customer’s satisfaction and deemed that matter closed. The matter of the expected credits was also addressed. In addition to the credits applied prior to the filing of this complaint we have applied further credits for time without full service. We apologize for the circumstances that led to this complaint and look forward to providing our customer with quality service for the foreseeable future. Sincerely, Cox Communications Executive Resolution Team

4/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am frustrated by the fact Cox continually raising my rates with no new services. I have no other viable option for internet service. I have literally gotten rid of everything I ever had with Cox over the 10 yr and only have internet because I have no other option. How can this be legal? Wouldn't this be a monopoly? I have called to get my rate reduced and all I get is sorry we can't but we can bundle a deal for you. Which is totally opposite for my call of reducing my bill. Cox keeps telling me that my service comes with all sorts of perks like antivirus, email etc. I don't want, use or need them. I just want internet access, that's it but they don't offer that. I bet if I could call ******** ******* or another company, Cox would have a better rate to keep me but Cox knows I have no other reasonable option. Plus I have to call about every 6 months to have them fix my connection. They either have to put a booster on or take it off because of some sort of system change. The last time they charged me a service fee without telling me. I did call and said they would waive it this time.

Desired Settlement: A reasonable rate for internet service. $50?

Business Response: Dear BBB, Cox Communications is responding to the complaint filed with your office on 03/10/2016 and assigned the complaint ID of ********* After speaking with our customer we were able to address their concern over the rate for internet service. Cox is always willing to work with our customers to meet their needs both through the services provided and, as best we can financially. The ancillary services provided to our high speed internet customers are often reviewed and updated. We invite our customers to provide us with feedback as to what it is they are looking for so we can consider it for inclusion in future upgrades to our product. We apologize for the circumstances that led to this complaint and look forward to providing our customer with quality service for the foreseeable future. Sincerely, Cox Communications Executive Resolution Team

3/15/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I am being over charged for cable/tv/internet services from Cox Communications. I closed my account Dec. 17, 2015 because we moved out of CT to accept a new job in **. I expected to receive a bill for the service received in December. The bill I received was the equivalent of 3 months of service. Cox failed to correctly close the account and subsequently charged me an early termination fee. I moved out of state because of employment reasons and Cox was not available in my new area. Multiple calls were **de to correct the billing error. One representative did assist me and reduced the bill to what appeared to be a correct amount. She then told me that a new bill would be **iled and then I could pay it in full. I never received the new bill and am now in collections at the higher rate. I want to pay my bill but I am being billed for services not received.

Desired Settlement: To receive a corrected bill from the cable supplier at the proper amount and receive a letter that can be forwarded to the collection company that is now harassing us.

Business Response: Dear BBB, Cox Communications is responding to the complaint filed with your office on 03/02/2016 and assigned the complaint ID of ********. We have reviewed the account and file this response. We have verified the disconnect date as the consumer described in the complaint. The work order to disconnect service did not complete properly causing the services to re**in on active billing. When the error was brought to our attention the services were removed from active billing and prorated for the current billing cycle. At the time the disconnect order was created there was an outstanding balance on the account. We have applied a credit to the account to cover the service charges from the intended disconnect date to the prorated date when the work order was properly completed. The consumer has been **de aware of the new amount to be paid and will be provide documentation detailing the account balances. Sincerely, Cox Communications Executive Resolution Team

3/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I switched carriers (from Cox to ********) 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 BBB, Cox Communications is responding to the complaint filed with your office on February 20, 2016 with the assigned BBB complaint ID of ********. 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

3/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB, Cox Communications is responding to the complaint filed with your office on 02/15/2016 and assigned the complaint ID of ********. 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

2/19/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB, Cox Communications is responding to the complaint filed with your office on 01/27/2016 and assigned the complaint ID of ********. 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:
Complaint: ********

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. 
I have no interest of hearing about them defending themselves for deducting my account an obscene amount of money and not getting it back to me once the mistake was seen!

Sincerely,

********* *******

Business Response: Dear BBB, Cox Communications is responding to the rebuttal of complaint filed with your office on 02/03/2016 and assigned the complaint ID of ********. The team who addresses Better Business Bureau complaints was attempting to reach our customer because we had done extensive work with our Receivables Management team to rectify the situation. We could not relay the details of the proposed resolution via voice mail message due to strict privacy regulations. We apologize that previous experiences with our call center agents was not favorable and we will research the interactions for improvement opportunities. Agents initially assisting our customer were following the procedures in place to process a refund requested by a customer. Cox’s policy for refunding payments is designed to assure funds being requested have completed processing through the customer’s financial institution and to assure that the refund does not put our customer’s account into a past due status. Sincerely, Cox Communications Executive Resolution Team

2/1/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ******** (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 BBB, Cox Communications is responding to the complaint filed with your office on 01/15/2016 with the assigned BBB complaint ID of ********. 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:
Better Business Bureau:

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

Sincerely,

***** *******

1/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

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

Desired Settlement: I'd like them to rescind the claim against collections

Business Response: Dear BBB: Cox Communications responds to BBB case #******** The Customer Experience team researched all information and made the decision to remove the equipment and modem cost of $139.42 off the customer's former account. The Collection Service we use on closed accounts will be updated. One of our supervisors advised our former customer and provided contact information in the event of any future questions or concerns. Thank you, The Customer Experience team

1/26/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called customer service many times complaining about receiving Internet weak signal at a speed of 10 mbs while paying for 100 mbs speed. Sinces 2014. About a year and a half. All that was done is that they would reset the modem and say everything should work fine. I finally pressed the issue in August 2015 and they told me I need to change my router so I went and purchased top of the line router and still had 10 mbs speed. So I called back very upset and they finally sent out a tech. And he found that I indeed was receiving 10 mbs this whole time and added a booster to the line. When I called 5 times to explain how I was paying for 100 mbs speed and receiving only 10 mbs the issued a $106 credit. I tried to explain I don't think that is fair for receiving only 10 mbs speed and paying for 100 mbs speed for almost a year and a half they said that's all they could do. Also, they lied to me to sign up for cable TV by saying that all my TV's will receive cable without a cable box. Only to realize after installation that the TV's don't receive cable. When I called to complain they said I have to pay for extra cable boxes.

Desired Settlement: A fair monthly discount for the same amount of time.

Business Response: Dear BBB, Cox Communications is responding to the complaint filed with your office on 01/15/2016 and assigned the complaint ID of ********* We have completed our investigation and determined that the speed issue has been resolved, and that a credit for the difference between the cost of the speed to which our customer subscribes and the speed he was reporting is warranted. Due to the limited record of calls to Cox for the purpose of reporting or troubleshooting internet issues the credit applied will be prorated. Our resolution is to apply a lump credit equal to 9 months for the rate difference, and apply a promotional discount to lower the MRC for 12 months. We have spoken with our customer and advised of this resolution. We apologize for the circumstances that led to this complaint and believe this matter has been addressed to our customer’s satisfaction. Sincerely, Cox Communications Executive Resolution Team

1/21/2016 Problems with Product/Service | Complaint Details Unavailable
1/4/2016 Billing/Collection Issues
12/3/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I scheduled installation via phone on 11-19-15 and was given an appt on 11-20-15 between 3p-5p. No one showed up or called to cancel. When I contacted Cox at 430pm on 11-20-15 I was told they would contact dispatch and have someone call me. No one called. I contacted Cox again and was told my installation was moved to priority and someone would contact me Saturday 11-21-15 morning. No one called, I called Saturday morning and again was told I was a priority and someone would call or be out that morning. In addition, the woman I spoke to said she would escalate my compliant, speak to her manager and remove the installation fee I was being charged.No one came or called until Monday. I contacted Cox when I received my bill seeing that the installation fee was still on my bill. When I contacted Cox concerning this they said my request to be credited back the fee was denied. during this whole debacle I spent over 10hours on hold with Cox including the hour on the last call only to be denied.

Desired Settlement: I would like the $100.00 installation fee removed

Business Response: Dear BBB: Cox Communications responds to BBB Case# ********. One of our supervisors contacted our customer today and waived the installation fees totaling $100.00. We appreciate our customer's patronage and apologize for the experience. Thank you, The Customer Experience team

Consumer Response:
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you so much for your help in this matter.

Sincerely,

**** *** ******

11/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 BBB,

Cox Communications is responding to the complaint filed with your office on 11/5/2015 and assigned the complaint ID of ********.

On October 23, 2015 our customer incurred a returned payment fee from Cox Communications due to a payment being rejected from our customer’s financial institution. We have spoken to the customer and have agreed to credit the returned payment fee as a one-time courtesy. Our customer is satisfied with the resolution and no further action is needed.

Sincerely,

Cox Communications Executive Resolution Team

Consumer Response:
Better Business Bureau:

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

Sincerely,

*** *****

9/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I was notified by a collection agency (*********** ********* ********) 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 BBB,
Cox Communications is responding to the complaint filed with your office on 8/24/2015 and assigned the complaint ID of ********.

Cox communications has completed our investigation of this complaint and found that the procedures used to notify customers of an outstanding balance after an account has been closed were not fully followed. The final statement was generated as normal and sent to the address we had on file, however; after payment was not received there was a delay in subsequent attempts to notify the customer.

Due to the circumstances mentioned above, Cox has removed the outstanding balance on the account and recalled the information from the 3rd party collections agency.  The 3rd party agency will notify the credit bureaus that were made aware of the collections activity that the information has been recalled by Cox.

 

Sincerely,
Cox Communications Executive Resolution Team

9/4/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I received a refund check in the amount of $58.03 on 2/13/2015 after cancelling cox service. My first name on the check is incorrect and the bank refuses to cash it. I have repeatedly gone to the office in ******* to try to resolve this, the last date being 8/3. After spending 1 hour there with a salespersn being on the phone and computer trying to help, I was told I would receive a check within 7-10 days........NO CHECK....Please help me, I am so disgusted with these people. Thank You.

Desired Settlement: receive refund check $58.03.

Business Response:

Dear BBB:

Cox Communications Customer Experience team responds to BBB case# ******** regarding the issue with our former customer's  refund delay.

First and foremost, we apologize  that you experienced this overall delay. Originally, your first name on your account was incorrect and the reason your refund check was  sent out incorrect until you notified us that the first name was wrong.   Upon receipt of your information to the BBB, we alerted the team that processes our refunds and your check is now being expedited. This check should be  received in about a week or less.  Also, one of our supervisor's reached out to you at the  number available and provided their  contact number in the event further assistance is needed regarding this matter.

Thank you,

 The Customer Experience team

 

 

 

 

8/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I began moving to *********** after June 15, 2015. I contacted my previous TV and Internet provider and was told by ******* that COX Communication serviced the *********** area and not them. I had COX install my cable and internet service 6/29/15. I always ask for basic services as I'm a senior(73 years old)on a fixed income. I've been happy with cable. I'm not one to rely on TV that much. What I do rely on and expect at least adequate service to perform ordinary daily functions like pay bills, check for general information or watch /read a few daily news items. And, therein lies the problem: I knew that basic equals(my past experience with other companies) something akin to the old dial-up service. I opted to try for a cut above that known as:Cox High Speed Essential. It boasted a download speed of up to 15 Mbps. Well, "up to" is vague. I'm not a technical expert, but "up to" seldom functioned to "up to". I frequently had to wait to go from web page to web page, etc. That varied and was very inconsistent no matter what time of day or night. I decided that $48.99 per month was a huge bill for something I could not totally rely on. I decided on 8/7/15 to opt for the true Basic at a reduced rate feeling like I was getting a raw deal with their so-called Elite. What happened was totally predictable. The speed was reduced to an almost not useable service. I now have to wait for every aspect of an online action or event including copying pages, etc. (Please, don't insult me by suggesting it's my browser). I have been down this road before. I tried all available browsers besides ****** and few make any difference whatsoever. I currently decided that ****** is usually a satisfactory browser. Guess what? That does not help at all, and neither do any of the others, *******, etc., notwithstanding. My complaint about being treated tin this manner as a consumer is that it's a business gimmick to constantly prod the consumer into a high and ever higher monthly price range. I don't need a business speed. I'm a residential consumer and a very dissatisfied one at this point. What I'm asking for and so should consumers in my position ask for is a reasonable return for our money and certainly not what Cox pretends to provide. What a sham, a bogus service, an unconscionable business model, bordering on an amoral approach to profiteering(at least that's what that it was called in business graduate school). I'm sure Cox is not a stranger to try to incorporate all that in an effort to deceive as does *******, etc. If one is going to provide a service then make it a reasonable or even a substantial one and start at least from that point. If my more wealthy neighbor wants a breakneck or business internet speed then charge him/her what that costs. Don't try to make me one of them. Give me an internet service that I can use WITHOUT any continuous break in my service. It's not an unreasonable request and you still make a profit. Of that much I am certain.

Desired Settlement: I would be happy with "a reasonable man" approach as in the case in Tort law or in other legal jargon, make me "whole" as with your business. Stop playing games.

Business Response:

Dear BBB,
Cox Communications is responding to the complaint filed with your office on 8/6/2015 and assigned the complaint ID of ********.

We are sorry to hear that the services our customer had installed did not meet expectations. We understand that technical support has been contacted in an effort to improve the situation without satisfactory results. We have made multiple attempts to reach our customer by phone at the number provided in the complaint and left messages with direct contact information for the Executive Resolution Team who are willing to assist in facilitating a resolution to this matter. Once we are able to speak with our customer we can determine the proper course of action to follow.

We await the opportunity to assist our customer in finding a resolution.

 

Sincerely,
Cox Communications Executive Resolution Team

Consumer Response:  
Complaint: ********

I am rejecting this response because: It was Sunday at 7:30A.M. and I had to wait for the TV guide to download and the pinwheel never stopped spinning the whole time and other examples may be to wait to copy a form or to print a form, etc. I sometimes look up at my page when I'm writing and not all the letters have caught up yet to complete the word and then they start popping up.
It's a question of useable speed, which is not consistent. There are other days it's  better. They're answer to the problem is to check with tech support to make sure I have the correct speed, which then becomes from tech support a suggestion to complain to customer support as well. So, it's a circular solution and endless.

I'm just trying to say that no matter what the service they should have a basic useable speed for all. I was ready to call on Sunday to report what I call "dial up" speed from the old days. But, they've all heard me say that at least once. Those who want a breakneck speed can order it and pay for it. I'm just asking for what's fair no matter what the basic price. All customers should be able to process whatever they need in a more timely or consistent pattern. I know I'm asking for management to look at that whole issue of fair service. It might be a big shift for them to make, but it's necessary. If it takes a better overall speed, then increase it and stop spreading the misery.
I'm not sure about the issue of leaving me phone messages, so DON'T. I prefer to have all answers sent to BBB in writing. I'm not a negotiator.
Sincerely,

******* ********

Business Response:

Dear BBB,
Cox Communications is responding to the rebuttal filed with your office for the complaint assigned the ID of ********.

Cox Communications is willing to do whatever is within our control to insure all of our customers have a satisfactory service experience. The multiple internet speeds Cox offers can support varying online tasks. If the tasks our customer describes are not able to be performed effectively we would like the opportunity to address this matter with a tech visit so we can determine if there is technical issue, equipment or otherwise, that is contributing to their online experience.  This team can arrange the visit, at no charge to our customer. We will make additional attempts to call our customer and schedule the visit.

 

Sincerely,
Cox Communications Executive Resolution Team

 

Consumer Response:  
Complaint: ********

I am rejecting this response because: This has become a circular argument that it's about tech support. What I'm saying is that I or other customers need a consistent level of Mbps to use. It should not be stated as up to 15 Mbps. It basically should be more than up to ,which gives them an out to provide less than at times or that somehow it's a service that has to be monitored by a tech support dept. etc. 

Just allow whatever consistent Mbps is enough for customer satisfaction. I don't even know what anMbps really is or how much of a level that I need. THEY do know, so just provide it and stop pretending that it has to do with equipment or anything else. I am not playing phone games or home visit games. Just provide a good service across the board so that customer complaints will stop and so will the need for phone calls or home visits will ever be necessary.
I would not have complained if I had not felt squeezed down to practically a dial up service on most occasion and that's where the problem lies. Give me the opportunity to stop complaining and this matter will go away.

Sincerely,

******* ********

8/4/2015 Problems with Product/Service
8/3/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB,
Cox Communications is responding to the complaint filed with your office on 7/18/2015 and assigned the complaint ID of ********.

After an investigation into this matter we have determined that the equipment in question was shipped to our customer as intended, however it was never provisioned on the account.  Since there is no record of the equipment being activated or installed we have removed the serial number from the account and placed the equipment into a lost status. Our customer has no further responsibility for the equipment in question.

The unreturned equipment charge has been removed from the account and the information provided to the third party collections agency has been recalled.  Please understand these actions can take up to 30 days to be reflected in our records.

We apologize for the circumstance that led to this complaint and hope this matter has been resolved to our customer’s satisfaction. 

Sincerely,
Cox Communications Executive Resolution Team

7/22/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I received a bill from a collection agency 6/19/2015 called *** 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. *** 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 me

Desired 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 BBB,
Cox Communications is responding to the complaint filed with your office on 06/20/2015 and assigned the complaint ID of ********.

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:  
Complaint: ********

I am rejecting this response because:

BBB,

After receiving the bill from *** (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. 

In COX's rebuttal they state that the debt was transitioned to a third party agency 4/23/2015. Since it has been 5 years I find COX NEGLEGENT in their billing practices. I do not owe this bill. I will be contacting the States Attorney's  office and ** news stations to report COX's inability to prove a 5 year old bill. 
Horrible customer service and everyone in ** will know about it.
Sincerely,

******* *******

7/21/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I'm offered one price for tv/internet bundle on my log in page but changes when I order it. My name is ****** ** ******. My Account: ************* 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 ******* and could not get cable with Cox. Three days after moving in, ******* 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 ****, *** and *****. 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 **** 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 *******. I also placed a message on the Cox FB page. On Sunday, June 7,via FB messenger, a lady buy the name of ******* 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, ************, and was told that a liaison would be calling me back. On Monday, I did receive a call from *******. 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 ******* 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, *******.

Desired Settlement: I'm requesting that I receive the ** **** ***** * ******** 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 BBB,
Cox Communications is responding to the complaint filed with your office on 06/25/2015 and assigned the complaint ID of ********.

The offer our customer saw when logged in to their account appeared in error.  We are working to correct the page so only offers valid for a specific account can be see when logged in to that account.  We have worked with our customer and have been able to provide the services requested and honor the original offer. 

We apologize for the circumstances that led to this complaint and hope that we have met our customer’s expectations now that this matter has been resolved. 

Sincerely,
Cox Communications Executive Resolution Team

7/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Despite repeated attempts, Cox communication refuses to shut off my cable service. They are billing me for services I do not have. Over the past year, I have noticed my cable bill increasing on several occasions. EAch time I have called and asked to have cable shut off. They refuse to shut to off, and continue to argue that they can lower my rates. I hung up in fury today after yet another agent REFUSED to shut my service off after several requests. I honeslt do not understand how their practices are legal.

Desired Settlement: I want the rate I was promised for my June bill ($125), and I want cable dropped immediately. I want the security system shut off the day that the contract ends in July. I want only internet service remaining from Cox.

Business Response:

Dear BBB,
Cox Communications is responding to the complaint filed with your office on 07/06/2015 and assigned the complaint ID of ********.

Upon receiving this complaint Cox Communications reached out to our customer to address their concerns.  A review of the account did reveal a billing discrepancy that was caused by a clerical error. We have made the necessary corrections and applied a credit to our customer’s account.  The increase our customer saw in their MRC was a rate adjustment that took place in March of 2015 and affected all customers. 

Our customer’s services have been adjusted per their request and we will address any procedural shortcomings that prevented this resolution from taking place sooner.  Cox apologizes for the circumstances that led to this filing of this complaint and hope that the resolution is to our customer’s satisfaction.

Sincerely,
Cox Communications Executive Resolution Team

7/9/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ***, ******, 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 BBB,
Cox Communications is responding to the complaint filed with your office on 07/01/2015 and assigned the complaint ID of ********.

Cox Communications extends our apologies for the service experience our customer experienced that led to their disconnecting their service.  A review of the account shows that the credits promised to our customer were applied to the account in May and June of 2015. In May, the same period in which the Early Termination Fee (“ETF”) was assessed, a credit was applied for a portion of the ETF.  In June when our customer spoke with a Supervisor the credit for services, which was discussed originally in April, was applied to the account.

The credits applied to the account were not removed, they remain and the amount recently paid was the correct amount due.   Our customer has been made aware of our findings verbally and has our direct contact information if there are any additional questions.

Sincerely,
Cox Communications Executive Resolution Team

Consumer Response:  
Better Business Bureau:

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

Sincerely,

******* *****

6/26/2015 Advertising/Sales Issues
6/23/2015 Billing/Collection Issues
6/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In December 2014, a temporary drop was put in during initial installation. During that installation, many issues occurred and a supervisor had to come to my residence to fix the first issues. On March 27th, I called to inquire the status of completing the installation. I received no phone call back had to call again on March 31st and was told that this would be "expedited." On April 6, I again called to inquire on the process being "expedited." I spoke to ***** (#*****) who was extremely rude and refused to let me speak to a supervisor. Instead, ***** (#*****) transferred me to the cancellation department. I hung up and called back. I then spoke to **** (#*****), who offered $7/month for 6 months. I advised that this is not an acceptable reimbursement. ****** response was "you want the whole house." I requested to speak to a supervisor and spoke to **** (#***). **** was very polite and advised to wait for all work to be completed prior to receiving a credit. On April 29, the work was completed with the following issues: the underground cable box not secured; roots exposed in my yard; ground wire created a hazardous tripping condition; damaged sprinkler system (was flagged prior to); sprinkler control boxes open; hoses dragged into my backyard. I spoke to **** (#*****), who provided me ticket #*************** for this. On May 2, "****" from the subcontractor called and stated he would fix the issues "soon" and that the ground wire I would have to call back for because it was not their responsibility. As of May 15, they have not returned to fix the damaged property (other than sprinkler system fixed on day of install). On May 4, I was provided ticket #*************** for the ground wire. On May 12, I called for both tickets and spoke to ******* (#*****), who stated that he submitted a field escalation form and that the supervisor had 24 hours to return my call. I was given 1/2 off the next bill (approx. $123) but never received a phone call from a supervisor. On May 14, I called back and spoke to ****** (#*****), who offered another $50 and stated he would submit another form to request a supervisor. On May 15 @ approx. 1300 hours, I called Cox again because I still did not hear from a supervisor. I spoke to **** (#****), who gave another $200 credit ($50 credit was removed) and stated that she would e-mail the field supervisors so that someone can contact me.

Desired Settlement: Three months free of Cox services and my yard fixed/more seed put down.

Business Response:

Dear BBB,
Cox Communications is responding to the complaint filed with your office on 05/15/2015 and assigned the complaint ID of ********.

Cox wishes to extend our apologies to our customer regarding the multiple contacts needed to address this situation.  The incidents that lead to this complaint being filed will be addressed. 

 We have made arrangements for the necessary repairs to our customer’s property and have completed the repairs to the Cox wiring.  We have also reached a mutually acceptable agreement regarding compensation.  Our customer has direct contact information for this team should any further concerns regarding this matter arise.

Sincerely,
Cox Communications Executive Resolution Team

Consumer Response:  
Complaint: ********

I am rejecting this response because:

As of 5/27/15, there are two issues that are not resolved.  On 5/2/15, I received a phone call from "****," who stated that the repairs to my lawn would be done on 5/5/15 or 5/6/15.  This has not been completed and I have not received an answer why.

Approximately one week ago, I noticed that the ground wire installed during initial setup was removed but a permanent ground wire was not affixed.  On 5/26/15 at 1540 hours, I received a phone call from ***** ******** (#*****) who stated that the ground was not up to today's standard and that I need to call an electrician to personally pay to have a ground install that is of "today's standard."  I requested that ******** meet me in person at my residence.

On 5/26/15 at approximately 1615 hours, ******** arrived at the residence.  ******** advised that during the initial installation, the installer "should have walked" and that the original installation should not have been done due to the ground not being up to "today's standard."  When I asked ******** why this was the case, he could not explain.  I advised ******** that since they did initially install it and put in the ground, there is a chance that during this that the ground was manipulated with.  This was installed on the east side of the residence.  I showed ******** that on the west side of the residence there is an electrical box that is properly grounded and questioned as to why the cable was not installed near this box with the proper ground.  ******** could not explain other than saying he could not speak for the subcontractors and that it would have been more difficult to do since it requires underground cable and the cable box is closer to the east side of the residence.

My position is that  Cox Communications (and their subcontractors) is responsible for properly grounding the equipment since they decided to install a new cable box on the east side of the residence, instead of installing it on the west side of the residence where there was already a proper ground to the residence.  I do not believe that I should be responsible for paying out of pocket for an electrician, when they decided to put the cable box because it was an easier location to eventually run the underground cable to.

Also, I still have not had my lawn repaired, after almost a month of requests.  Calls to **** ***** on 5/26/15 and 5/27/15, who is handling this case, has gone unreturned.

Due to both these matters, and on top of what I have requested above, I am seeking further financial restitution.  **** ***** provided me 2 months of free service and made a promise that everything else would shortly be fixed.  It is evident that as a customer, I am not a priority for Cox Communications and my concerns have still not fully been addressed.

Sincerely,

***** *******

Business Response:

Dear BBB,
Cox Communications is responding to the rebuttal of complaint ID ********, filed with your office on 05/27/2015.

In a recent conversation with our customer we have confirmed that the necessary work has been completed to satisfy the situation.  The work was done at no cost to our customer and with minimal inconvenience.

Sincerely,
Cox Communications Executive Resolution Team

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** *******

4/15/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We signed up for service with Cox. We didn't receive our service for 5 months after our quoted date. We were given the run around for months and never get a response from the company when we ask questions relating to our service or lack there of. We were told the reason for the delay was to get us hooked up properly, to ensure correct speeds for our internet service. They ended up connecting us the way we were told would slow our speeds. Our service goes in and out, our speed varies and we can still get no response to our emails. They sent one email asking if I confirm their agreement and I replied NO, until I spoke with someone in regards to what I was getting. They proceeded anyways. We have been emailing and calling to get to a higher up in the company, but get no response. They also explained to us that they were the only option in the area because of the way everything is split. We are now left with no options and no responses.

Desired Settlement: We would like our service to be the quoted service and for actions to be taken against the employees that mishandles our account.

Business Response:

 

Dear BBB:

Our  *** Business team responds to BBB case # ********

Upon receipt of the information provided our Business Liaison immediately reached out to our customer to discuss the concerns as outlined to the BBB.  In addition,  our Liaison dispatched  one of our technicians who reviewed the location to ensure the Data was in good speeds and the phone service was working without any issues. Also, our Field and Construction  management team advised our Liaison that the cable lines had been run the way the building manager requested. Also, the lockbox to the building property is not in place because of upcoming renovations to the building.  If the customer is not happy with the way the drops were hung, our customer would need to speak to their building manager.

Finally, our customer opted to not  work with the Business Liaison .  We appreciate our customers patronage and our business management team would be glad to review any further concerns that had not been addressed.  We request our customer e-mail that contact with the request for mangement - so that team can then reach out to our customer. 

 Thank you,

The Customer Experience team

 

 

Consumer Response:  
Complaint: ********

I am rejecting this response because: I have been trying to work with a woman named **** ********.  I emailed her 2 days ago because again our internet stopped working.  We have never had an issue with our phone, and that was not our concern.  Our concern is the internet speed, which varies from time to time.  This issue has not been fixed.  IN fact, I emailed a video to the liaison showing the internet speed, but did not get a resonse to that email.  I have not received an email from the liaison in 2 days about our service dropping and the company is not working with me to resolve the issue.  

To address the issue about the box, the building manager wanted it set up a certain way and the company did not install it that way.  They installed it the way they told us it would not work properly.  I can provide her contact information, as she is going back and forth with the company as well.
I am only asking that our service be what we were told it would be, that it won't go in and out and that we are compensated for the time and monies lost due to their negligence.  
The information the company provided you is false and they remain negligent.

Sincerely,

******* *******

Business Response:

Dear BBB:

*** Communications Business team responds to BBB ID# ******** rejection information.   Business  management  will make contact with  this customer to review stated concerns.

Thank you,

The Customer Experience team

 

Consumer Response:  
Complaint: ********

I am rejecting this response because:

They have already reached out and have since then stopped responding.  I have emailed them proof that the service isn't working right, the property manager has tried to get the situation resolved and we still have no real answers.

Sincerely,

******* *******

Business Response:

Dear BBB:

*** Communications Business team has reviewed the customer's rejection for case# ********.

The Business Technical Support mangement team  requested  that one of their staffers reach out to this customer to review claimed issue with the service. This team has not heard back from the customer. We ask that our customer please contact the technical support staff at the number that had been provided in order for the team to assist  further with any technical concern. In addition, pertaining to the wiring of the building- *** wired the site based on what the Building Manager's requested. As mentioned in original conversations with our customer,  to discuss any concerns with  the way the  building was wired to please reach out to their Building Manager.

Cox has reached out  our customer. In order for *** Business to assist  our customer further, we ask that our customer to please reach out to the technical staffer at the number  provided.  

Thank you,

*** Business Team

 

4/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I had joined Cox , They advertise that they were better then ******** , 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 it

Desired Settlement: I just want the debit card , I want what I was promised ,

Business Response:

Dear BBB:

Cox Communications responds to BBB case ID of ********.  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:  
Complaint: ********

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 BBB:

We have reviewed the  rejection regarding BBB ID# ******** 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

3/25/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 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 **** **** and ******* and I do not watch any tv channels but one channel I might like to have if price is right which is ****. 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 BBB,
Cox Communications is responding to the complaint filed with your office on 03/02/2015 and assigned the complaint ID of ********.

Cox Communications apologizes for the circumstances that led to our customer filing this complaint with your office.  Cox makes every effort to assure that agents have and provide accurate information to our customers.  When we are made aware of instances of misinformation being delivered to our customers we address it as quickly as possible.  The work order keyed shows it was originally scheduled for 3/2/15.  We continue to look into why our customer was told there was another appointment time scheduled.

After discussing the matter with our customer to determine their specific needs we have scheduled an installation that will provide them with the level of service initially requested at a rate acceptable to our customer.

 

Sincerely,
Cox Communications Executive Resolution Team

2/24/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have been billed incorrectly for the last 8-10 months by Cox Communications. Each month they have promised the corrections would take affect the next month. They have shut off my service each month only to apologize and reconnect while the make corrections. At this time I refuse to wait any longer for a corrected statement and ledger. The service is off and I have not been able to reach anyone my daughter is a student and uses the internet it also affects my home alarm system and I am a single mom who needs the safety. I am very upset at the handling of the issues.

Desired Settlement: I would like the issues corrected and either a final bill to take my service else where or the service restored

Business Response:

Dear BBB:

Cox Communications responds to BBB case #********.

We have reviewed the customer's bill in detail with them, made a payment arrangement and provided credit for services to satisfy the overall issues concerning the non-payment, bill and re-rates issue with direct dialed calls that had been made. In addition, our customer has advised our supervisor that these  several resolutions have met their satisfaction.

Our customer has our supervisors contact information in the event that they have any further questions or concerns pertaining to this matter. Our apology that we did not update your office sooner.

Thank you,

The Executive Customer Resolution team 

 %3

2/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: In October 15, 2014, I received an email offer from Cox to rent a modem for free for 6 months, for use with my high speed internet service with Cox. I signed up for the offer for the free 6 months modem rental. In my 12/2/2014 statement from Cox, I was charged $30.00+tax for an "Internet Self Activation Kit," which I had not ordered; and I was charged $6.99+tax and $5.59+tax for one full month and a partial month of modem rental. In my 1/2/2015 statement, I was charged another $6.99+tax for modem rental. On 2/1/14, I returned the modem to Cox and, since the modem was suppose to be free for 6 months, asked them to refund me the $30 "Internet Self Activation Kit" charge, and all the modem rental charges to date. I have only received a partial modem refund charge of 4.66+tax from Cox.

Desired Settlement: A total refund of $44.91+tax for the "Internet Self Activation Kit" charge and modem rental charges not yet refunded.

Business Response:

Dear BBB,
Cox Communications is responding to the complaint filed with your office on 02/13/2015 and assigned the complaint ID of *********

Cox Communications wishes to extend an apology to our customer for the error which resulted in their account being charged for the modem rental.  A review of the original order shows that the promotion for which our customer signed up was not properly applied to the account.  We have applied the appropriate credit for the modem charges as well as a credit for the activation fee.

Sincerely,


Cox Communications Executive Resolution Team

Consumer Response:  
Better Business Bureau:

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

Sincerely,

*** *****

1/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 BBB,
Cox Communications is responding to the complaint filed with your office on 01/07/2015 and assigned the complaint ID of********.

The information provided indicates that you have questions regarding the Go All Digital Transition and the required equipment. 

The transition from cable ready (no equipment required) to the use of mini-boxes in the home is necessary for Cox to continue to make the best use of the available technology.  The term “Go All Digital” refers to Cox’s initiative to reclaim analog video space on our network in order to free up bandwidth to provide our customers with more; content, services and enhanced TV options.

The channels in the ******* and ********* tiers of our service will now be encrypted in the same manner as channels associated with our ******** TV packages. This encryption is part of the reason the use of the mini-box will be required to continue receiving television signal once the transition is completed.  The mini-box will also allow for a number of service enhancements for our customers; some immediate and some further down the road.

All customers, once they are using the new mini-box, will be able to make use of an interactive guide similar to the one available through other Cox provided equipment.  Closed Captioning, Secondary Audio Programing and Parental Controls will also be readily available with the mini-box.  Another benefit for customers who have been using High Definition televisions without a receiver is, they will now have access to the higher quality picture and sound HD provides.

Cox appreciates that this transition will affect our customers who have either never used any Cox provided equipment in the past or have additional TVs that are cable ready.  In an effort to ease that switch Cox is providing a variety of discounts for the new mini boxes.  To find out which discounts you are eligible to receive you may contact Cox over the phone or by visiting one of our retail stores.

 

 

Sincerely,


Cox Communications Executive Resolution Team

1/7/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I moved into my current location in June of this year (2014) and COX was the only cable/internet company servicing my location. When I called for the initial package for cable/internet and telephone, I was provided a quoted package of about $109, plus tax for an average monthly of about $131.00, which was supposed to be for a year. But in August due to a telephone issue, I had them add $6.25 for long distance... but my next bill came in with a $172.07 package deal with additional charges for phone, etc.. for a total bill of $286.30. When I called, as they made a mistake in adding the $6.25 long distance fee, I somehow lost the package deal I had originally signed up to receive. Now they could only provide me with a pkg deal for $114.09 per month plus tax or about $142 per month, as they couldn't go backwards and couldn't see that my pkg was for a year. This too was supposed to be for a year. Now for my Dec. bill, my pkg jumped to $144.09 per month, plus taxes or about $172 per month. I called again and of course the SAME STORY!.... They CAN'T go backwards. I was told that they can't explain what someone else did for me...maybe my pkg wasn't for a year and has expired!! All they could do was put me on the current pkg for $140.30 per month plus taxes, so about $160.60 per month. My concern is that this is going to keep on this pattern of every couple months increasing with no explanation and no obligation to honor their initial offer or package deal. There appears to be no recourse. I have had 2 - 3 increased in the short 6 months I've had COX Cable services. I've never had this problem with my prior cable company that I had for almost 10 years (*******).. as I have moved out of their area. Yes, even ******* kept raising prices, but they did honor the yearly contract, so I could budget for the entire year for the cost of service. How is COX legally allowed to increase prices every couple months and blame it on someone I communicated with previously and unable to honor my original agreement, even though they can see in their system how my bills have increased every couple months?

Desired Settlement: I would like COX to review their billing technics, train their employees better and honor their package deals for an entire year as promised...not just a couple months and claim they can't go backwards and have to charge me more. If they make a mistake, it is on them, not on the customer, especially when they monopolize an area of service. I would like them to honor their offered package deal of $114.09 per month, plus tax for the entire year from date of offer, which was in the month of September 2014. I have to have internet at my home for my employment, I don't require a home phone and only basic television would suffice, but it costs even more to try and break out packages to only pay for what you really need. Why can't we choose to pay for what we only use or need, to get our monthly bills reduced?

Consumer Response: The COX Communications closest local address for retail center is :  *** ****** ******* **********, CT and for the local franchising authority it is  CT ***** ** ******** ******* *** *******, CT *****.   I hope one of these are the correct address you need.  If not let me know and I'll look further or call the local number I have on my billing, which is ###-###-####.  Thank you.   *** **

Business Response:

Dear BBB,
Cox Communications is responding to the complaint filed with your office on 12/11/2014 and assigned the complaint ID of ********.

When the services were installed in June of 2014 the pricing included promotions that discounted the pretax rate to approximately $109.00 for the first 6 months with a $20 increase for months 7-12.  It is not clear whether or not this was clearly explained to our customer at the time of the sale.  On August 11, 2014, the unlimited calling feature was added to the account.  A keying error resulted in the Monthly Recurring Charge (“MRC”) increasing by approximately $70.00, instead of the expected $7.00.  Once this error was brought to Cox’s attention the account was corrected to reflect the appropriate charge for the unlimited long distance feature and prorated for the time the account had been billed incorrectly.  This took place on September 8, 2014.

When the account reached the December billing cycle the second phase of the campaign on the account began and the MRC increased by $20.00.  This was unrelated to any changes made to the account since the install in June 2014.  When our customer called about the increase a new campaign was added to the account to replace the original one but the new rate was still $20.00 more than what our customer was expecting to pay based on the original campaign and the addition of the unlimited calling feature. 

Upon receiving this complaint Cox reviewed the circumstances and has determined the increases in the MRC on this customer’s account were the result of; a feature added by the customer, an agent error in keying the work order for that feature and a planned increase in the original campaign.  We apologize that the information our customer received was not complete and have made the necessary adjustments to the account to reflect the expected MRC for 12 months from the date of the correction.

Sincerely,
Cox Communications Executive Resolution Team

12/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ******** ********* with the ** **** 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 ****, 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 **** 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 **** 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 **** 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 **** 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 **** 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 **** 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, **** not working still. My wife also complains that none of the *** or ***** or ****** 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 ** **** PACKAGE AND ADD THE TIER WITH **** 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 ***, ****** or *****, let alone all three. Also, the reason that **** 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 **** 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 ***, ****** or *****. I said shut my services off. She said "or we can try and right what we did wrong", now by offering me *** for free. Still at a higher price than I signed up for and still without ***** or ******. 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 BBB,
Cox Communications is responding to the complaint filed with your office on 12/8/2014 and assigned the complaint ID of ********.

Cox Communications extends a sincere apology to our customer regarding the experience that led to this escalation.  The agent that presented the offer to upgrade the ** **** *** to ******** ** explained the upgrade without including all taxes and fees and did not fully describe the channel changes that would result.  The issue with getting the specifically requested channels on the TV was a result of the work order that was entered being incorrect.

The technical support agents that assisted in trying to get the proper channels to our customer followed the appropriate steps for troubleshooting a specific missing channel issue but did not realize what level of service was on the account.  In an effort to correct the original error our customer was offered a package with the campaigns that were available to the agent with whom they were speaking.  When our customer requested the disconnection of the TV services they were quoted the a la carte price for internet which would have been discounted with an available campaign.

We have spoken with our customer and have agreed to provide the requested channels at the rate originally quoted for 12 months.  Should our customer have any additional concerns regarding this matter they have been provided with a direct contact to our office.  

Sincerely,
Cox Communications Executive Resolution Team

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  I would also like to note the exceptional customer service I received in this resolution.  It is very easy to complain about things when they go wrong, but I feel that very few people are ever willing to respond in kind when it is the other way around.  Cox did everything they could in the end to get me exactly what was promised to me from the very beginning.  It is very unfortunate that it needed to be escalated to this level to receive the proper resolution, however I am 100% satisfied with the outcome.  Thanks go to not only Cox, but also to the BBB.  Without the BBB as the intermediary in this issue, I feel I would not have received the same outcome.  This was certainly a case of the BBB protecting and upholding the consumer's rights, and I would gladly recommend this path to anyone faced with a similar issue.  Thank you!

Sincerely,

***** **********

9/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I cancelled my Cox services (television/cable/internet) on June 29, 2014 in the *********** ** 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 ***** *****, the account phone number is ###-###-####, the account # is ********-*********, the account address is *** ******** *** ******** ** *****.

Desired Settlement: I am owed a refund of $50.31.

Business Response:

Dear BBB:

Cox Communications responds to BBB complaint#********.

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:  
Complaint: ********

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.

 
I would like to be provided with some sort of documentation or proof of mailing showing that the check has been issued and/or mailed. I would also like Cox to let me know when the check should arrive by, and follow-up with me on that date to ensure I have received it. This BBB complaint needs to remain open until I have actually received the refund. I am not satisfied with simply being told over and over that my check has been processed/mailed and yet I never actually receive it.

Sincerely,
***** *****

Business Response:

Dear BBB:

Cox Communications responds to the rejection for BBB Complaint # ********.

As mentioned previously,  a technical issue with  our vendor who processes our refunds  occured. Unknow to Cox  agents assisting our customer that an issue was at hand, a submission was done for 9.9.14 for another refund and the reason for  conflicting information with respect to a refund mail date. Once reviewed and the issue discovered, our vendor advised our team that the refund check would be mailed as of 9.16.14. The information we are providing is the confimation that a check was processed by the vendor and could take 10-15 business days to be received. 

Again, we are sorry for the events and conflicting information.    

Thank you,

The Cox Experience team

9/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I had Cox cable television & internet installed 7/17/2014. Since then, I have had constant trouble with the television, specifically with the digital DVR service, *******. Trouble started with the installation, when the technician showed up for a (forced) paid install without the correct equipment. They had me change to their 6-tuner ******* service. On the 'client' box, I am unable to pause live TV (on any channel - no error code) or watch recorded DVR shows. More recently, I am unable to watch "On-Demand" shows( 7.1.810b). On my primary TV, I have intermittent issues watching On Demand shows (2.1.2.2). I have called Cox on over 20 occasions to troubleshoot this, resulting in 3 technician visits. The first two times, the tech said I had a great signal, and once they replaced the client box. This still didn't fix it, so they said they would need a supervisor. This still didn't work and I had a tech come out last night and say he couldn't replace the boxes or he wouldn't get paid, as he is a contractor - the whole point of this visit was to install new boxes. Early the week of 8/11, I called Cox to confirm that there was no contract or Early Termination Fee associated with my account. A woman told me that there was not. On that same call, I added my significant other x x x to the account. When I called 8/19 to request that my cable television be canceled, I was told there was an early termination fee and I could not cancel - I was subsequently transferred to a tech support area where they did what they've done several times, reset my box. I am not receiving what I signed up for, what I pay for, and now on top of that have an early termination fee associated with the account. I have missed work for tech visits and spent hours on the phone. The latest technician was to arrive between 5-7p, but instead did not show up until 9pm.

Desired Settlement: I would like me service to work as described, for credits to my bill for the "******* Package," HD Advanced Receiver QTY 2 and the ******* Record 6 Receiver. I am disputing this for dates beginning 7/17 until this issue is resolved or my service is canceled. I am not disputing my standard Advanced TV package, as I have been able to watch standard TV. I am also not disputing the add-on *** package or the High Speed Internet.

Business Response:

Dear BBB,

Cox Communications is responding to the complaint filed with your office on 8/19/2014 assigned the ID of ********. 

Upon receiving this complaint Cox Communications reached out to our customer in an attempt to rectify their technical issues.  A Lead technician was scheduled  to visit the home and determined that the issue our customer was experiencing was something that Cox is working diligently to rectify.  Our customer decided that they would suspend their video services for the time being until the deployment of the software update that will correct the problem. 

We regret that we could not find an immediate solution to the technical issue and have taken the necessary steps to meet our customer’s expectations with regard to his requested resolution.

Sincerely,

Cox Communications Executive Resolution Team

9/5/2014 Billing/Collection Issues
9/4/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hi my name is **** ******* and my issue is with cox communication. I called on aug 18th to cox to dispute my bill. I called international using cox service before, last one was in may. cox charged me 0.12/min all the time before then I went of vacation for about a month. My daughter called cox back on june 30th to have the service turned backed on before I got home. They gave me a pro rated charged for a month that I was gone. Then on June 12th I made a call to *********, when I got the bill from cox they charged me 5.16/min. I was shocked due to when I used it before all the time they didn't charged me that much but now they wanted to charge me 5.16/min. I am a senior citizen on a fix income and I'm still working due to trying to make ends meet. What cox is doing isn't fair. Why would they charged me 0.12/min before and when my service was turned back on they wanted to charged me 5.16/min. They said due to it was seasonal. Why is it seasonal? I was gone for only less then a month and when the service got turned back on I didn't make any changes to my cox account, so everything should still be the same. I am very outraged with this issue and can you please help me to resolve this. I saved all my bills so I have proof to what cox was charging me before to what they charged me now. Thank you very much,Sincerely,**** *******

Desired Settlement: I am willing to pay my bill I just want them to charged me what they charged me before which is 0.12/min not 5.16/min.

Business Response:

Dear BBB,

Cox Communications is responding to the complaint filed in your office on 8/18/14 assigned an ID of ********.

We extend our apologies to our customer for the error in billing.  When the services were upgraded from their seasonal status an omission on the work order caused the international calls to be billed at the full rate rather than the discounted rate. 

We do have a process in place for agents to follow when this type of error is brought to their attention.  Had we been made aware of the discrepancy the matter could have been resolved and the rate adjustment would have appeared on the next printed statement.  Now that we have identified that our customer was billed improperly the calls in question have been rerated to the discounted international rate of $0.12/ min. The update will appear on the customer's next statement once the current bill cycle has completed in the system.

Sincerely,

Cox Communications Executive Customer Resolution Team

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Like I had said in my first email to BBB, I did call cox communication to try to resolved this matter without getting BBB involved. When I spoked to one of their cox agent she does not want to change the billing rate and she kept on saying over the phone that's just the way it is. I am glad that this issue is resolved, I had mention earlier I had no problem paying what I owed to cox but don't change my billing rate for international without notifying me about the changes. Thank you very much BBB. I will wait for the next billing cycle from cox and hopefully they change the rate for 0.12 cent / min for the international calls that I made. Thank you for helping me resolving these matter.

Sincerely,

**** *******

8/27/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a Cox Subscriber for many, many years. Since April of 2014 my Cable, Internet and even phone service works inconsistently. Channels I have paid for aren't always available, the TV screens stall, the Internet connection goes down 10 times a day and phone call get disconnected.I have filed several requests with Cox. Finally in May I advised the service person who came, and who was not skilled in fixing the problem, I will not pay my bill anymore until you fix it. You would think they would come out and address the problem. NO FOLLOW-UP. In July they finally figured out I wasn't paying my Bill. Still no results. When I spoke to the Rep yesterday I asked them to read the notes on my account, which I articulated what I wanted it to read back in May. The Rep essentially put into the notes, what they wanted to, never mentioning my notes on DO FOLLOW-UP and Fix my Service, or I won't be paying my bill. Yesterday, Cox used automatic calling and asked me to call them. Then they proceeded to put me on hold for a long period of time before someone answered phone. THIS IS SERVICE.I asked the rep yesterday (his name was ******) to please have someone in authority to adjust my bill and TO ENSURE my notes on NOT PAYING MY BILL was placed on the account. Here are my complaints.1) Cox has known about this issue on our entire street. They are misrepresenting their ability to deliver service and then expecting people to pay them the full amount. I am not paying for part-time service, its not what I contracted for. The technician who came out admitted they knew there is a problem on the street. He also didn't have the skills to fix the problem. 2) Employees are doctoring Company Records so as not to list what consumers wish to be added for the record. In a real sense they are violating Evidence protection laws.3) I asked ****** to have someone in authority to call me about adjusting my Bill. I am betting no one will call me. Its no been over 2 months

Desired Settlement: I wish to have my bill adjusted until proper service is restored, dating back to April 2014. Then lets see how they fix the problem.

Business Response:

Dear BBB,

Cox communications is responding to the complaint filed with your office on 7/16/2014 and assigned the ID of ********. 

In an effort to address the situation brought to our ***ention by our customer a lead technician was deployed to the area to check signal levels and equipment in the area.  It was discovered that there were signal issues in the area and the m***er was then escalated to our Plant Maintenance  team to correct.  Since then the issue has been addressed and we continue to monitor the area. 

We apologize that the m***er has taken this long to address but are confident that the work done recently in the area will contribute to a better service experience for our customer.  The Executive Customer Resolution Specialist assigned to this account has placed calls to discuss our customer’s additional concerns, including service credits, and await a return call to speak with our customer at their earliest convenience. 

Sincerely,

Cox Communications Executive Resolution Team

Consumer Response:  
Complaint: ********

I am rejecting this response because: Cox has known about this issue since April. The problem seems to be resolved, however charging someone full price for half service is still unacceptable. Cox only wishes to provide a credit we find unacceptable. We are currently exploring other options through ****** ** and ***. We will also be filing another complaint with the *** of Cox's tactics of charging people for a service they know they cannot deliver. It should not take 4 months to resolve an issue. The other issue is Cox Employees doctoring and omitting customer comments that we insisted be placed on our account to document our situation (since April). Cox Operations with the cooperation of Customer Service provides for ethics that should be brought to light. The BBB provides a very valuable service in helping consumers bring Cox's behaviors, false representations and ethics to light. Many, many thanks to the BBB. I should also note, that it took Cox 3 days to fix an issue, which they knew existed since April. Sincerely, ****** ******

8/23/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Ref Account # ***********. 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 BBB:

Cox Communications  responds to BBB complaint#*********

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:

 
Better Business Bureau:

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

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

Sincerely,

***** ********

7/2/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 BBB:

Cox Communications responds to BBB case # ********

Early termination fees (ETF) are standard industry practice in long term, bundled services contracts, and are wholly consistent with federal and state law. We offer customers who subscribe to a bundle a discounted monthly price; the customer in turn, agrees to continue to purchase the bundle discount for a period of 12 months. In the event the customer downgrades or cancels services in the bundle discount within the 12 month contract period a prorated early termination fee is billed to the customer’s account. In this case, our customers bundle service is associated with a contract.  With regard to the Contour  services intermittent  issue our customer has experienced we offered for a lead technician to review all once again and our customer declined.  For overall good relations,  and for this particular instance only, we  have made the decision to waive the ETF.  Our customer’s account has been  documented  accordingly for when the customer is ready to make their change in services.

We are sorry for the customers experiences and still offer the option of a service call if they change their mind.  

Thank you,

The Customer Experience team

Consumer Response:  
Better Business Bureau:

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

Sincerely,

*** ******

6/26/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB:

Cox Communications Executive Resolution team responds to our customer’s request for case #  ********.

Cox Communications  adjusts  pricing due to several factors such as the rising cost of programming, economic climate and increased cost of doing business.  Cox tries to absorb some of the cost increases, although we  cannot absorb all of it and continue to  strive to negotiate lower pricing with the  programmers and vendors.  Do know, many of our competitors have raised prices as well, facing the same challenges with increasing costs.  In addition, Cox has made significant investments in its network over this past year in order to launch many new products and features based on clear insights from many of our customers.

With respect to paying for  services without the extra channels or items such as phone features as our customer mentioned in their e-mail, Cox negotiates with parent companies that own multiple television networks, /or services that are contracted often stating  to Cox that Cox must offer a variety of tiers of services or all of the parent company channels in its lineup together which accommodate different tastes or budgets.       

Also, Cox promotional discounts and packages  provide our customers  with a vast  selection  in order to meet many of our customer’s needs and their budgets.  Finally, we’ve reviewed our customer’s account and found we are providing a discount in the amount of $80.97. The base rate for all three products, movies channels, equipment and  phone features services is $196.32 with the tax the monthly rate is $222.52 until package discounts expire and then our customer would need to renew into new available discounts.

 

 Unfortunately, we do not have any additional discount that  we could provide to bring the rate to $170.00 as our customer requests. We did review that over the past month our customer requested a credit in the amount of $240.00  for being a loyal customer, not missing a payment along with basically the same information as mentioned in the e-mail to your office. For overall good relations, our E-Care team provided our customer with a one-time credit  in the amount of  $134.66 which posted to the customer’s account on 6.12.14 right after the bill was sent out.

We appreciate our customers patronage, although  we have no  further  discounts that we can add to provide a deeper discount than currently provided.   

Thank you,

The Executive Resolution team

 

Consumer Response:  
Complaint: ********

I am rejecting this response because they have not acted in good faith to try and accommodate the request I have made.  I am aware that they do not have an additional existing discount that can be applied to my account, as they state. What I am asking is that they either create a new one or work with me to establish a customized pricing scheme and contract that meets my individual needs.

Sincerely,

****** ***********

6/26/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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, **** 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 **** 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 **********. He has not local number or way to contact digging crew. There is no Manager or supervisor in *********** **. 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 BBB,

Cox Communications is responding to the complaint filed on 6/6/14 and assigned complaint number ********.

 We apologize for the delay in getting the external work completed for our customer. Our customer’s work order was not assigned properly to the appropriate department which prompted  the delay with having the temporary line replaced for the permanent line.  Once this error was recognized the work order was assigned to the appropriate department and the work required to be done was expedited.  Cox records indicate that the work was completed on 6/12/14.    

We apologize for the information provided to our customer that led to the confusion and ultimately this complaint.  All of the processes and people involved will be addressed to ensure that this type of error does not happen again.

Sincerely,

Cox Executive Customer Resolution Team

6/10/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I have had Cox Communications for my cable service for 6 years, **** *** ****************. 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 ** ***** ****** ******** ******** ** (mailing address)(** * **** ******* *** ** ******** ******** ** (service address) to ********, 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 you

Desired 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 BBB,

Cox Communications submits this letter in response to the complaint filed with your office on 5/23/2014 with the ID ********.

We appreciate Ms. ********’s tenure with us and apologize for the miscommunication which led to this complaint being filed.  After researching the matter we have decided to remove the Early Termination Fee (“ETF”) from the account because it is inconclusive if our customer was properly notified by the agent when the services were bundled and the Price Lock Guarantee was added to the account on December 23, 2013. The remaining balance for services in the amount of $88.00 is still valid.  

With all contracted accounts customers are informed in two manners.  When the contract is added to the account the agent assisting at the time is directed to inform the customer of the terms of the contract during the course of the call.  The customer is also informed in writing in the first printed statement after the contract is added.  Cox does provide relief from ETFs under certain circumstances with proper documentation; some of these include; military deployment or death of the named account holder. 

Kind Regards,

Cox Communications Executive Customer Resolution Team

5/19/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: In order to receive subscribed channels, Cox requires customers to rent a cable box OR a cablecard. Their channel lineup printout (available on website) indicates this as well. I am renting 2 cable boxes and 1 cablecard however the channels I pay for are not accessible on the cablecard system. THe tv set that has the cablecard is missing channels above 86. Initially Cox thought this was a tech support issue and I had techs come to my house on 3 different occasions. After the 3rd attempt to correct the problem I was told by management that cablecards DO NOT receive the same channels as cable boxes. No where on their website or the channel lineup printout is this mentioned so I am skeptical. In fact the channel guide printout specifically states that a cable box OR cablecard is required to view these channels. My last attempt to rectify this was unsuccessful as I was told "you get what you pay for".

Desired Settlement: I am simply looking for what I am paying for. In the event that Cox cannot give me the channels that I pay for on the cablecard tv, I would request a proportional refund.

Business Response:

Dear BBB:

Cox Communications responds to BBB complaint number ********.

One of our technical support supervisors is contacting our customer to ensure the overall set-up with the cable card is correct and to help answer any questions that may have been relayed improperly regarding proper cable card set-up and equipment.  Our  technical supervisor  left their direct contact information in order to work individually with this customer in order to assist and resolve this matter.  

Thank you, The Customer Experience team

 

 

Consumer Response:  The response is unacceptable as Cox has sent 3 different technicians to my house on 3 different occasions to remedy. Upon the last failed attempt I was told by Cox management that Cable Card systems do not receive all the channels as Cable Box systems. This is in direct conflict to what Cox's documentation states and I will repeat my complaint. Either give me the channels I am paying for OR reduce my bill proportionally.


Complaint: ********

I am rejecting this response because:

Sincerely,

***** *******

Business Response:

Dear BBB:

We are responding to the customer's feedback for case# ********. Once we received the information we  immediately reached out  our customer and discussed the reasons for this particular review. Our customer graciously accepted for us to send a specilized lead technician in this focused area to look at all once again.

We have an appointment scheduled for 5.14.15. We look forward to resolving this matter and appreciate our customer's patronage and working with us. 

Thank you,

The Customer Experience team   

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** *******

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 2 year price protection??? Despite being a 30+ year customer of Cox, every 6-12 months I get a bill indicating my rates have gone up. Most recently, my monthly price went from $221.83 to $287.99 for their 'Cox Bundle' of cable, internet, and phone. This leads to the inevitable call to Cox 'customer service' (sic) where we go back and forth on services and discounts until we inevitably arrive at a price not much different from where I started. I've often asked why as a 'valued 30 year customer' they just don't offer me their best available rate so we can avoid this unpleasant exchange. Anyways, on Tuesday March 4th, my call didn't resolve anything. According to the rep, the best they could do for the same services was $247.99 per month. Given an increasing feeling that my business would be appreciated more elsewhere, I decided that I would leave Cox and go to **** or ****** **. I asked the rep what I needed to do to cancel service, and amongst other things she said that it would only be a $24 charge for early termination. Not understanding what she meant by this, she explained that I had agreed to a "2 year price protection contract" 12 months ago. When I asked how my rates could go up 30% year over year 12 months into a 24 month price protection program, she uttered some inane explanation about rates being protected but not discounts. Frankly, this is exactly why cable companies in general and Cox in particualr have such poor reputations with their customers. Perhaps somewhere in the small print (??) she may be right, but isn't price protection price protection to the average consumer? To add insult to injury, they want to hit me with an early cancellation fee? That is outrageous!!

Desired Settlement: ideally, I could retain my existing services at my existing price; if not, the early termination fee should be waived upon cancellation.

Business Response:

Dear BBB,

Cox Communications is responding to the complaint filed in your office on 3/18/2014 with case #*******.  This situation has been addressed and below is the agreed upon resolution.

Our customer’s Price Lock Guarantee (PLG) which protects the retail rates for service with Cox from rate actions for a period of 24 months will remain in place.  The individual product discounts that had a term of 12 months that expired in March have been replaced with a Bundle discount that will remain in place until 2/12/2015.  This coincides with the remaining term of the PLG. 

We apologize for the frustration our customer felt in dealing with this issue and hope that this resolution is satisfactory with them.

Sincerely,

 

Executive Customer Resolution Specialist

4/14/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 *********** ** 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 ********** 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 BBB,

Cox Communications is responding to the complaint filed with your office on March 14, 2014 assigned the ID of *******.

After multiple attempts by both phone and email we have not been able to make contact with this customer to address their unique situation.  We do believe that there are suitable resolution options available to offer the customer. However, prior to proceeding with this matter we wish to review and discuss all options available with the customer.  We have assigned this matter to a specialist who will work with the customer and clarify any miscommunication that may have taken place.  We look forward to concluding this matter with mutually acceptable results.

 

 

Sincerely,

Cox Executive Customer Resolution Team

3/14/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB:

Cox Communications responds to BBB Case# *******.

Upon receipt of BBB'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

 

1/16/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB to help me.Warm Regards,******

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 BBB,

Cox communications is responding to the complaint filed with your office on January 10, 2014 with the complaint # *******.

Because of the misunderstanding which caused the customer’s modem to be swapped out unnecessarily Cox has placed a refund on the account to cover the charges for the modem in addition to the credit which was applied to the for the prorated services when the customer returned from seasonal status.  We extend our apologies for the circumstances which led to this complaint being filed. 

Sincerely,

Cox Executive Customer Resolution Team

Consumer Response:  
Better Business Bureau:

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

Sincerely,

****** *****

12/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

Desired Settlement: I 1. want my phone connected and 2. I want pro-rated billing for all the time I had no service.

Business Response:

Dear BBB:

Cox Communications reponds to BBB Case # *******.  

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

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

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

Sincerely,

The Customer Experience team

 

     

 

Consumer Response:  
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution is satisfactory to me. However, I must add that having had similar difficulties with the Cox technical assistance in the past, I believe this will be the last time I find any resolution satisfactory.  The difference in their customer service and professionalism has changed drastically since we first opened our account with them.

Sincerely,

***** *****

11/2/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Was told to renegotiate plan over phone Sept 21,2013. Did so. Bill sent Oct 21, 2013 did not reflect negotiated plan. Had extra charges. Called to straighten out - initially told that charges would be changed, but that no written bill would be sent to verify changes (***). Talked to supervisor (*******) who indicated that she was asking for resubmission of corrected bill. filled out a negative survey. Contacted by Cox (****) who indicated that they would not send me a new bill reflecting Sept 17 agreement and insisted that I had to take it on faith and pay bill without any written verification of plan. I indicated that this was unacceptable, and although I was a very longtime customer, I felt that this treatment was very unfair. As I am a senior, I will also contact the Attorney General's office about this also. I will probably terminate service with Cox as soon as I can locate another service. I feel that this was a bait and switch tactic as the charges they sent were over $30 more a month than agreed to. I do not ant to pay this bill without seeing, in writing, what I am being billed for. Cox refuses to send me bill reflecting the Sept 17 conversation. The bill they sent on October 17th is incorrect (or intentionally switched) and they refuse to send a corrected bill before requiring my payment.

Desired Settlement: Can the BBB cannot do anything to make Cox comply with better business practices. I have no issue paying my bill (as negotiated) as I have always done for many, many years. I just want to see what I am paying for in writing, before I do so. I don't think that is unreasonable.If the BBB can not help, I am going to contact the CT Attorney General's office as I understand they have a department to go after companies trying to take advantage of elderly persons.

Business Response:

Dear BBB:

Cox Communications responds to BBB Complaint #*******.

First and Foremost, Cox Communications apologizes to our customer for any miscommunication that had been experienced. Our agents could have provided our customer with a detailed ledger. This ledger breaks down the account pricing and services from the past few months and recent account activity. Upon receipt of your information, we contacted our customer back and explained what could have been requested to assist in this request. Therefore, our agent who spoke with our customer mailed out the ledger and provided their direct contact information in the event our customer may need further assistance. 

For reference, the account discounts expired and the services went to regular rate. Our subscriber called and renewed into a bundle offer which is now currently providing a $30.00 discount off the customer's service for the next 12 months.

We appreciate our customer's patronage and the information provided. This helps us get in front of this type of information so we can coach our agents accordingly.

The Customer Experience Team

Consumer Response:

 
Complaint: *******

I am rejecting this response because: I have not received any ledger, or any other documentation indicating my corrected charges (if indeed they have been corrected).

Further, I was an IT professional before I went into teaching (now retired). I am well aware of electronic billing systems. I find Cox's position extremely unconvincing,  The first person I contacted at Cox (***) was able to see my account information.  The supervisor (*******) could see my account information.  The follow up representative from Cox (****) could see my acoount information.  I cannot believe that a few clicks of the keyboard could not produce an image of my bill which could be emailed it to me.  I believe they are exerting more effort at obscuring my billing information than it would take to send me a email of my corrected bill.

My plan negotiation with Cox was Sept 17th.  The bill was dated Oct 11, almost a month later.  I received it the 17th (approximately).  I contacted them Oct 21, and it is now the 30th with absolutely no documentation.  A simple email of my correct billing information could (would) resolve this, but no documentation has been received.

At this point i feel that I am being taken advantage of.  I believe that the BBB is getting a snow job from Cox also.

Is the BBB aware of any CT gvt. branch that deals with the regulation of the type of services that Cox provides.  I feel that as a senior and as a consumer, I may possibly be the victum of fradulent activity.

Sincerely,

***** ******

Business Response:

Dear BBB,

Cox Communications responds to the customers rejection.

One of our Customer Relations Specialists reached out to our subscriber today  to assist further and work with our customer. We were able to review the bill and the difference between the ledger that was mailed versus a bill re- print which would not reflect the newest updates as the ledger would. We apologized that the customer did not receive this ledger as of yet and provided one months service credit. 

 In addition, our Customer Relations Specialist provided their direct contact information so when the next bill cycle prints out from our main office which will have all the updated discount and package information, our customer will then see  the new updates that are being requested. In the meantime, our customer should receive the ledger and our  customer has a direct contact for further assistance in the matter.

The Customer Experience Team

Consumer Response:  
Better Business Bureau:

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

Sincerely,

***** ******

11/1/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 ******* 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 BBB:

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 *******.   

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:

 
Complaint: *******

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 BBB:

Cox Communications  responds to our customer's rejection for ID#*******

Our finance agent had worked with the account holder on October 29, 2013. It was agreed upon that instead of the customer contacting the bank to reverse their check payment, the account holder would keep the payment posted to their Cox account. In the rejection information provided today, our customer refers to conversations with various agents - requesting the check payment be reversed immediately.  However, check payments are not just reversed as Cox Communications requires a letter faxed over from the bank.  A check would then go out to the customer for a complete refund. Our customer refused on several occasions to have the bank fax us a letter – which had that been done, this would have been resolved immediately.  

We also received notification from the bank on October 30,2013 that the payment was not authorized and the bank in turn returned the funds back to the customer.  Cox Finance also  processed the refund check on 10/31/13 for the fees  the customer incurred. The customer should be receiving this check, in the amount of $105.00, within a week.   

It is the position of Cox Communications that we have properly addressed all issues relative to this matter.    

Thank you, The Customer Experience Team

 

Consumer Response:

 
Complaint: *******

I am rejecting this response because:

I did not refuse to have my bank fax a letter.  I said that I did not have time to go to the bank and explain the situation for the bank to provide a letter.

I was also told that even if my bank sent a letter the process would take a minimum of two weeks.  I did not pay via check, the amount was wired out of my account, therefore, Cox had

my banking information and should have been able to wire the funds into the account.  Cox held $140.00 hostage until my bank took action, and I have to wait for the additional $105.00 payment for

fees that was due to their error.  Not one person that I spoke with in the Cox organization cared.  The company lacks customer service.


Sincerely,

***** ********

10/30/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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, ***** *******, to myself, ******* ********. My account number is ****************. I visited a Cox service center in ******* ***********, 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 BBB,

Cox Communications responds to BBB Complaint# ******* 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:  
Better Business Bureau:

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

Sincerely,

******* ********

10/11/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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: ****************

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.


9/12/2013 Problems with Product/Service
9/11/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB: 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

9/10/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ************ 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' ***** 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 BBB 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 BBB, 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 BBB, 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.) *********** currently doesn't offer services in my area...so I have no choice but to stick with this company until they do so.

9/9/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Started services May,14,2013 I was told price lock guarantee for 24 months at $57.00 and some change then on August, 01, 2013 I decided to add cable I was told that I will only have to pay $117.00 but when I get my bill it is $167.00 and some change this is not what I was told when I first got the service that my bill will not go up for ANY REASON at all. BUT my bill is getting higher each month. They told me they charged me $50 something dollars for 13 days of service from August,01-13 of 2013. Product_Or_Service: Cox. Cable/phone/internet Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: Take my bill back down to my price lock guarantee for 24months that I was told/given when I got the services. $167 and some change should be going back down too $117 and some change. Thank You*.******

Business Response: Consumer Response /* (-5, 8, 2013/09/08) */ Consumer indicated they have heard from the company and the company resolved their complaint

8/30/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: 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 *****, 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 BBB: Cox Communications responds to BBB 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 ************** 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 BBB: 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

8/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 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 ******************...they drop ****************. 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 ***** 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 BBB: 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

7/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 5/23/13, I signed up with Cox Communications for tv and internet via a sales representative in the *******************. 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 *****. 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 *****. I called both the national # and the local office to inquire about ***** and make sure he was a legitimate employee. It took several hours, but I did get a phone call back stating that ***** did in fact work for Cox. ***** A from ***************************** was one of the individuals who let me know that ***** 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. ***** 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. **** at the CT call center told me that ***** was a contract employee, and that Cox could not be responsible for ***** giving me the wrong information. **** 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 BBB: Cox Communications responds to BBB 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, **** 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 BBB: 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 ********* 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 ******* 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 BBB: 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 (***-**** 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 *******. 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 ***, 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 ********* 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.

7/26/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 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 BBB, Cox Communications is responding to the complaint received by your office BBB 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 (******) 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.

6/28/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

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

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

Business Response: Business Response /* (1000, 5, 2013/06/25) */ Dear BBB: Cox Communications responds to BBB case # XXXXXXXX. First and foremost, Cox Communications apologizes for your experience. The letter you had sent to us was received on May 15,2013 to our Correspondence area. The Correspondence agent found that a disconnect order had already been processed as of June 18,2013. The agent assumed the matter was all set but failed to adjust the stop bill date. We have since sent coaching to their team leader. The agent should have stopped the billing from the correspondence timeframe. The bill balance for the two month period was $186.68. The agent who stopped your bill prorated the bill to $143.16. We have since removed this amount and the customer owes us nothing. Since our customer mailed in a payment in the meantime we will refund this payment. We have spoken to our former customer and provided a direct contact number in the event further assistance might be needed.Our refund team has been notifed as well. Thank you, The Customer Relations team

6/24/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cancelled Service; Returned Equipment; Paid remaining account balance at time of service cancellation; confirmed cancellation with customer service representative; ***** Communication Proceeded to direct withdrawal from my account for monthly services Product_Or_Service: Cable TV/Internet Service Account_Number: XXX-XXXX-XXXXXXXXX

Business Response: Business Response /* (1000, 5, 2013/06/20) */ Dear BBB: Cox Communications responds to BBB Case # XXXXXXXX. First and foremost, Cox Communications apologizes for our former customer's experience. We reviewed the customer's account and found that the agent who processed the order for the disconnection of services did not shut down the last Easy Pay(automatic bill payment) thus causing the error with the last bill payment being processed automatically. A refund has been processed by our finance team in the amount of $107.80 when originally notified. The agent who had processed the order, their team leader has been notified and coaching has taken place. In addition, we have asked the finance area to expedite the refund. Again, we are very sorry for our customer's experience. Please know this is certainly not the norm and the information provided has helped us get in front of this type of issue so it does happen again. The Customer Relations team Consumer Response /* (-5, 8, 2013/06/24) */ Thank you for your timely response. I appreciate the follow up. Will anticipate expedited full refund.


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