BBB Accredited Business since

Cox Communications, Inc.

Phone: (405) 600-8282 View Additional Phone Numbers 6301 Waterford Blvd.,  Suite 200, Oklahoma City, OK 73118


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that Cox Communications, Inc. meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.


Reason for Rating

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

Factors that lowered the rating for Cox Communications, Inc. include:

  • 199 complaint(s) filed against business

Factors that raised the rating for Cox Communications, Inc. include:

  • Length of time business has been operating
  • Response to 199 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

199 complaints closed with BBB in last 3 years | 81 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 66
Billing/Collection Issues 45
Delivery Issues 20
Guarantee/Warranty Issues 5
Problems with Product/Service 63
Total Closed Complaints 199

Customer Reviews Summary Read customer reviews

5 Customer Reviews on Cox Communications, Inc.
Customer Experience Total Customer Reviews
Positive Experience 0
Neutral Experience 0
Negative Experience 5
Total Customer Reviews 5

Additional Information

BBB file opened: September 17, 1979 Business started: 01/01/1934 Business started locally: 01/01/1934 Business incorporated 01/01/1934 in
Type of Entity

Corporation

Business Management
Ms. Lisa Allen, Government Affairs Sr. Specialist Ms. Christine Feinberg, Associate Mr. Percy Kirk, Gen. Manager Ms. Shelli Osborn, Vice President
Contact Information
Principal: Ms. Lisa Allen, Government Affairs Sr. Specialist
Business Category

Television - Cable, CATV & Satellite Telephone Communications

Products & Services

This company offers Cable T.V.. and digital telephone service.


Additional Locations

  • 6301 Waterford Blvd.,
    Suite 200

    Oklahoma City, OK 73118 (405) 600-8282

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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)

7/20/2016 Problems with Product/Service
7/14/2016 Advertising/Sales Issues
7/5/2016 Problems with Product/Service
7/3/2016 Billing/Collection Issues
7/2/2016 Billing/Collection Issues
7/2/2016 Problems with Product/Service
6/28/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: The service was great for the first 30 days. Then it started to get bad tv pixelated a lot and Internet would slow during busy times and sometimes just stop until we power cycled. That is the way to fix this issue per cox website. Then came the billing issues we had set up auto pay which didn't work correctly ended up finally taking out an overpayment of $135. That caused about 75$ worth banking fees. Yeah I know don't live paycheck to paycheck. So me and wifey in our knee jerk reactions decided to return the equipment and be done with it. That process was very simple we just unhooked the boxes and took them to conveniently located store. They graciously gave us receipt for returned equipment and that was it. Coming back to the 30 day service was GREAT! Come to find out that's how long you have to cancel if not satisfied. Apparently they put contracts on these under PRICE PROTECTION. We were paying 135 for tv and Internet and we paid $100 for install on one tv. Oh I forgot later in the install day the service went out apparently right after install guy left another tech came out and disconnected our service so after a couple phone calls we got the service back on the next day. After figuring all the fees we were charged we paid a total of 750$ for 81 days of service

Desired Settlement: We would like to be charged for the actual services we benefitted from. And not everything else. I don't feel $100 for install is reasonable since all competitors have free install. And we did not have service for the first day due to mix up not of our doing which caused us time that we were not compensated for. And the price protection cancellation fee waived. And the 75$ in bank fees we incurred because of cox taking extra payment out of account. I believe the price protection fee was 200

Business Response:

We want to thank Mr. ******* for taking the time to file his concern.  In receipt of this complaint, Cox spoke with Mr. ******* and we believe he is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.


6/17/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: My bundle package expired and my monthly bill increase dramatically (from $199 to $266). I called to discuss the increase and since I have been a customer of Cox for 25 years, I was referred to the a representative in the retention area. They put a bundle together that was still over $300 year higher than what I was paying; so I was going to transfer my service to UVerse. When I logged into my online account, there was a bundle offer which was using my Name and address, and current setup of a contour box with 2 satellite units, except it increased by internet speed and gave me Showtime. This was to be a 1 year contract. I used the online chat and went over everything to ensure I understood everything. The price was just a couple $$'s more than what I was previously paying. So I signed up for this bundle and received an email confirming that on Monday 5/9 8:00-10:00 they would be out to make the necessary adjustments. They never showed, when calling in I was told that I was not eligible for the bundle because I already had service. I explained that this bundle was offered when I logged into my account, had all my personal info and system info. Cox would not honor this bundle. And now I have received a bill for $305 because my internet was upgraded and Showtime was added. So they won't honor the bundle price but did increase my monthly charges... and no Cox representative ever showed to make the "changes". The Premium internet that I was supposedly upgraded to is suppose to have speeds up to 150MB, speed tests show I am getting 64MB, less than half.. so was I upgraded?? I think only my bill was.. I have documents to prove everything I've stated.

Desired Settlement: Honor the bundle price that was offered and accepted online, and credit back the 2 months of charges over the bundle price.

Business Response: Cox had the opportunity to speak with Mr. ******* in receipt of this complaint and believes that he is satisfied with the resolution. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter.

6/17/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I recently called to negotiate the price of my internet as I have been with Cox for 7 years and my internet has went from $35 a month to $60 a month. The customer service agent **** took the call and offered me a $5 discount on the service. When I tried to explain to him that I have been a good paying customer for 7 years, he was not very empathetic and tried to rush me off the phone. I told him I would just cancel and go with another provider and his response was that I would end up in a contract with a provider that would more than double after the first year. I asked him if I could speak with a supervisor and he said he was a supervisor. I asked him if he managed people and he said that was not relevant to our conversation. After 10 minutes of arguing he said he would put a supervisor on the phone, but that it might take 15 minutes. Finally a supervisor named ******* got on the phone and said I understand you want a discount I can offer you a $5 discount and that is all. She was just as rude as the previous representative. I asked for the number to HQ and advised I would file a complaint, but she did not care. Very poor customer service experience and a lack of professionalism. I don't even believe ******* was a real supervisor.

Desired Settlement: I would like someone from Cox to contact me that is interested in retaining customers that have been with their business for a good amount of time. I would prefer someone from their HQ to contact me.

Business Response: Cox made attempts to reach Mr. **** in receipt of this complaint however did not have the opportunity to speak with him. Should he wish to discuss this matter further, he may reach a resolution specialist by calling ************. We apologize for any inconvenience and appreciate the opportunity to address the concern.

6/14/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: THE BUSINESS ADDRESS IS PO BOX ****** OKLAHOMA CITY, OKLAHOMA 73124..COULD NOT FIND IT IN THE FINDINGS WHEN LOOKING FOR THE BUSINESS ADDRESS..MY COMPLAINT IS THAT I HAVE HAD SEVERAL ISSUES REGARDING MY BILLING WITH COX. THEY HAVE ME 6 MONTHS BEHIND AND THE AMOUNT THAT THEY WANT ME TO PAY BY 5-20-16 IS 1,004.89. I HAVE DOCUMENTATION OF EVERY BILL THAT I HAVE PAID. AND THERE IS NO WAY THAT I SHOULD BE THIS MUCH BEHIND. THIS HAS BEEN AN ISSUE SINCE MY HUSBAND AND I MOVED IN MARCH. WE WERE CHARGED FOR SERVICE CHARGES DUE TO COX SENDING OUT 5 DIFFERENT TECHNICIANS BECAUSE IN THE STATE OF OKLAHOMA YOU CANT DRILL HOLES INTO APARTMENT WALLS PER COX POLICY AND I UNDERSTOOD THIS. SO I WENT AND PURCHASED ALL THE EQUIPMENT THAT I NEEDED TO INSTALL MY OWN CABLE IN THE BEDROOM..RAN A CORD FROM THE LIVING ROOM TO THE BEDROOM AND IT WAS NOT WORKING PROPERLY..THEREFORE I CALLED THE CABLE REP AND ASKED IF ANOTHER TECHNICIAN COULD COME OUT AND HELP ME GET MY CABLE WORKING IN THE BACK ROOM.. THE LAST AND FINAL TECHNICIAN WAS SENT OUT; AFTER 4 WEEKS OF BATTLING TO GET CABLE IN THE BEDROOM. THE TECHNICIAN GOT THE CABLE IN THE BACK ROOM WORKING..HOWEVER I WAS CHARGED FOR EVERY TECHNICIAN THAT CAME OUT DUE TO THE NEGLIGENCE OF THE REPRESENTATIVES NOT KNOWING THE LAW AND SENDING OUT DIFFERENT TECHNICIANS AND THEM TELLING ME THE SAME THING. THERE WAS A PAYMENT ARRANGEMENT OF 496.00 THAT WAS GOING TO BE TAKING OUT ON THE 7TH OF MAY 2016. THE MONEY STAYED IN THE ACCOUNT AND IS STILL IN THE ACCOUNT..HOWEVER I RECEIVED A LETTER ON MAY 17TH 2016 TELLING ME THAT I OWED 1,004.89 AND THAT IF IT NOT PAID BY MAY 20TH 2016 MY SERVICES WILL BE DISCONNECTED..AFTER CHECKING MY MAIL I CALLED COX IMMEDIATELY AND SPOKE WITH TWO DIFFERENT REPRESENTATIVES. THE FIRST REPRESENTATIVE STATED THAT SHE SEEN THE DISCREPANCY IN THE BILLING AND WAS HELPING ME GET IN RESOLVED UNFORTUNATELY THE CALL WAS DISCONNECTED AND SHE NEVER CALLED ME BACK.I CALLED THE COX LINE AND A DIFFERENT REPRESENTATIVE ANSWERED. REPRESENTATIVE WAS NO HELP. STATED THAT

Desired Settlement: I WOULD LIKE FOR COX TO STOP CHOMPING CHARGES ONTO OUR ACCOUNT AND BE HONEST IN TAKING THE CHARGES OFF THAT I KNOW THAT I DON'T OWE.

Business Response: Cox had the opportunity to speak with Ms. ****** in receipt of this complaint and believes to have provided her with a satisfactory review of her payment and billing history. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

6/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were offered 50Mbps preferred service for $39.99 a month when we ordered the service, but we were actually charged $54.99 for the service plus activation fee.

Desired Settlement: Get us the 50Mbps for $39.99 a month as promised.

Business Response:

We want to thank ******** **** for taking the time to file this concern.  In receipt of this complaint, we attempted to reach the account holder by telephone however we have not had the opportunity to speak with them.  Should they wish to speak with us further on this matter, they may reach  ****, a Cox representative, at ************ and we'll be happy to speak with them.  Thank you.

5/20/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I used shrinkabill to decrease my bill to Cox Communications of Oklahoma City by approximately $16.00. This cost me $8.64 over a 12 month span. The very same day I received a letter by Cox increasing my bill by $17.01 telling me that I was no longer eligible for lifeline support discount because I did not live in the right area. It was obviously a retaliatory response by Cox and I am very angry at Cox.

Desired Settlement: I would like my lifetime support reinstated

Business Response: Cox had the opportunity to speak with Ms. ***** in receipt of this complaint and believes she is satisfied with the resolution. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

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,

***** *****

5/18/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Cox advertised a special pricing of "Cox Bronze Bundle" for $99.99, with free installation. Cox sent a contractor to install the wiring and receiver box. The reception was poor so I call and complained. We scheduled an appointment for the technician to come out on the following Sunday afternoon, which he did not show up. So, they sent a Cox technician out again and he was amazed at the poor installation and the hazard that could cause the house to catch fire with the lack of grounding the wiring. He also said they installed the wrong box and replaced the box. This is just part of the problem. When I signed up for the package the sales person said my monthly bill would be around $120/mo. My bill has been different each month and they have added items to each bill. They also said I would receive a $100 pre-paid VISA card, which I just learn, I had to apply for, which was not told to me at anytime until now. I have called and discussed my bill each month and the bill continues to increase. I talked to a supervisor once and he tried to strong arm me that this is how it is. The only positive thing that has happen with Cox is their technicians are very helpful. Now they are going to charge me another fee because they are going digital. I have had their services for approximately 3 months and they have continued to increase their charges. I guess this is how they make up the promotional price to pay for the actual cost.

Desired Settlement: I would like a refund for the over charging for the services, the $100 prepaid VISA card and discontinuing of service. The public needs to know how Cox will scam you to get their service.

Business Response: We want to thank Mr. ****** for taking the time to file his concern.  We have spoken with him and worked to resolve each of his concerns and additionally we were able to change the billing statement date per his request.  We believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Should he have any further questions or concerns, he may reach Tara, a Cox representative, at ************ and she'll be happy to speak with him.  Thank you.

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,

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

5/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I have been a Cox customer since May 2013 and am in the process of moving. I needed to transfer my services and have internet hooked up at my new home. On April 19, I called Cox to set up a transfer services appointment for May 2, 2016 between 8AM -10AM. I received an email confirmation of my appointment & an automated phone call confirming my appointment. At 10:30 AM on May 2, the Cox technician had still not yet arrived. After I called customer service, they told me a tech would arrive at 10:38am. Still no tech. I called again and was told my tech had an emergency and they would get me a new tech to come between 10am - 12pm, but really by 1pm. By 1:21pm, there was still no tech. I called again to see what the deal was. The woman told me they would be there by 2pm. My tech finally arrived at 2pm and installation took about 1 hour. I was happy with the services of my technician, but extremely dissatisfied at the unprofessional way Cox customer service representatives and dispatch handled my day. I spent six hours of my day waiting on my technician. I also spent 55min of my day on the phone with customer service and dispatch. I requested to speak with a manager and file a complaint, but I wasn't actually transferred to anyone else. I was offered a $20 credit for my waiting time, which I deem laughable. I was also never provided with how much this service will cost me. Extremely disappointed with the service I received. I wish I could switch internet providers.

Desired Settlement: I would like to not be charged for the installation of services whatsoever. I would also like a larger credit to my account or free speed upgrade. I would like to be contacted by a customer service manager.

Business Response: We want to thank Ms. **** for taking the time to file her concerns.  In receipt of her complaint we contacted her and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused.  Thank you.

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,

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

5/13/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Hello, In November of 2014 I signed a two year contract for Cox services. Cox was the only company available in my apartment complex, so I was forced to use Cox for cable and internet services. I signed a contract for cable, internet, and home telephone. Although I do not use or have a home phone connected, I was told this would be the most financially responsible package. Cox has failed to work ethically with my customer requests and complaints. After many calls back and forth following multiple "miscellaneous" charges on my bills, I asked to downgrade my service. Time and time again, I was told that I do not have the option to downgrade my service and that because I was part of a "bundle service," downgrading service would actually cost me more. I communicated frequently with the billing department trying to problem solve ways to lower my bill. I attempted multiple times to get out of my contract, however, I was told it was an astronomical amount of money, including charges upwards of $300. Because I was forced to stay with the business, I continued to monitor my bill. I soon realized that I had been charged for a second cable box over a 15 month period at $8.50 per month. Upon this discovery I contacted Cox multiple times to file a complaint against improper charges and billing practices. I was able to speak with a representative at the end of February to cancel my contract and was told the charges made in error would be refunded to my account, covering the cost to cancel my contract. I was instructed to return my current cable box within 7 days. The cable box was returned. I am however, being charged over $200 for the second cable box that I've never been in possession of. I am tired of going back and forth between billing agents and being told "research" would be conducted; I continue to receive "late" payment fees while this $284.68 charge remains on my account. The unethical business practices of the company have caused great financial strain on me.

Desired Settlement: I am requesting a refund for the services I have been wrongfully charged over the past 18 months. I expect my bill to be cleared of all improper charges and acknowledgement that the company has failed to fulfill my requests as a customer. I have yet to be refunded the $8.50 per month that was wrongfully charged to my account for 15 months. Furthermore, a charge of $284.68 remains on my account for the equipment I was never in possession of.

Business Response: Cox had the opportunity to speak with Ms. ******** in receipt of this complaint and believes to have provided her with a satisfactory resolution. We sincerely apologize for any inconvenience and appreciate the opportunity to rectify the matter.

5/11/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I subscribe to the Cox Premier Internet package, which should give me internet speed of 150 Mbps. However, my speed is normally around 10-30 Mbps. I have called Cox several times and it has been determined to be a outside line issue. Cox opens a ticket for their field group and the ticket is closed. However, the issue is never resolved. Every time I call I have to start the troubleshooting process over again.

Desired Settlement: I would like Cox to fix the issue so I can receive the internet speeds I am paying for.

Business Response:

We want to thank Mr. ****** for taking the time to file his concern.  In receipt of this concern we spoke with Mr. ****** and apologized for the service issue he is experiencing.  We offered to schedule a technician to  investigate the issue and will provide follow up with him once this is complete.  The service call is scheduled for May 7 at Mr. ******'s request.  As agreed, we will follow up with him after the scheduled service appointment.  We hope this helps to explain and resolve this matter.  Thank you.

5/8/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 5 or 6 years ago Cox Communications put up a temporary yellow line across the back of my property to temporarily test the interference in the lines for a neighbor that wanted to subscribed to Cox Communications internet and telephone. The line strings from corner to corner on the utility pole at the back of my property and hangs down to 4 feet from the ground. I have been unsuccessful in having the line removed or raised. It is a liability as well as an eye sore. The neighbors have been on ATT for years and no one is connected to Cox from this location.

Desired Settlement: Remove or raise the line to the property height.

Business Response: We want to thank Mr. ****** for taking the time to file his concern.  In receipt of this concern, Cox expedited the issue and the line has been resolved.  We left voicemail messages as well for Mr. ***** to provide him a direct point of contact for any further concerns regarding this matter.  We sincerely apologize for any inconvenience caused. 

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,

***** ******

4/30/2016 Problems with Product/Service
4/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have been going back and forth with multiple representatives of Cox about the pricing that is offered to me online versus the pricing that the employees are willing to extend to me. I've spoken to managers, associates, online reps, etc. and none of them are willing to give me the services for the price that they are offered. They claim that it is an "error" or a "glitch" which is very odd to me since these prices have been offered to me previously. Not a single person was willing to honor their own company's advertising, however, they were quick to come up with multiple excuses as to why they could not validate or honor their own pricing. After arguing with them, I've demanded my money back. We will see if they are actually able to figure that one out or if I'll have to get ahold of someone else to get that issue resolved as well.

Desired Settlement: I want the services that were offered to me for the price that was offered to me.

Business Response: Cox had the opportunity to speak with Ms. ***** in receipt of this complaint and believes to have provided a satisfactory resolution. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

4/29/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Last week, I spoke to a representative about changing my Cox services. When I asked about cancelling my cable TV, she informed me as of May 7, the signal from my local networks would no longer be available to be received by an over the air antenna. She informed me I would need a cable box after that date if I wanted to watch any kind of television programming. I tried to tell her I thought she was mistaken, but she insisted without cable, I would lose all local channels on May 7. When I asked what the affiliates would do with their huge antennas, she told me the antennas were being used to push the signal underground to the cable boxes. I tried several times to straighten them out. They assured me I would receive zero channels of any kind without a cable television subscription and box. I do understand the need for a box going forward because of the change to the Cox signal. I gave the benefit of the doubt until I confirmed they had no idea what they were talking about. They said the FCC mandated the use of cable to receive local channels and compared it to the FCC mandate of going digital.

Desired Settlement: I was trying to get a rate matched on my internet services that was an offer to new customers. They refused to give me the better rate. When I told them I wanted to cancel my TV service, they told me I my antenna would not work without a cable subscription. I would like to see Cox fined for these tactics. I can't be the only person to whom they are giving this misinformation.

Business Response: Cox had the opportunity to speak with Mr. ******** in receipt of this concern. Mr. ******** is valued as a loyal Cox customer. We sincerely apologize for any frustration this may have caused and appreciate the valuable feedback.

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

Complaint: Jan 6, 2016, I requested cancellation of my cable service from Cox Communications scheduled Jan 11, 2016, (end of billing cycle). I received an e-confirmation of my request to discontinue service. I returned the cable box to Cox's office Jan 12, as I was told I had 10 days to return their equipment. Jan 13, I received an e-statement from Cox with a balance due by Jan 30. I disregarded the statement thinking maybe the cancellation hadn't yet been posted to my account, but as a precaution, removed my credit card auto pay information from online account. However, Cox did somehow charge my credit card Jan 30 for the statement amount. I contacted Cox, and they assured me it would be corrected. I also contacted my credit card company and asked them to remove the Cox Charge and block any further charges from Cox. On or about Feb 3, I received an automated phone message from Cox reminding me that I had a past due balance. On Feb 14, I received another e-statement that included a past due balance (amount credited from my credit card company) plus late fees and current month charges. I contacted Cox again asking them to please correct their records as my account was cancelled. Again, I was told the matter was resolved. At a later date in February (not sure when)I received a notice in the US mail from Cox that my account was seriously past due and required immediate attention. Mar 11,I called Cox asking to speak to a supervisor. After a lengthy hold, I spoke with Randall Washington, who promised my online account would have a zero balance within twenty four hours. Mar 14, I received another e-statement with additional charges, to which I've elected not to contact Cox. Today, Apr 11, I received an automated phone call notifying me of past due charges and gave me the option to speak with a representative, who told me my account was past due. I told her to check her records. I feel this is harassment and respectfully ask for your help in clearing this matter.

Desired Settlement: I desire a written confirmation from Cox showing I have a zero balance, the cox.com account to show a zero balance and to not receive further notifications from Cox.

Business Response: Cox had the opportunity to speak with Ms. Martin in receipt of this complaint and believes to have provided her with a satisfactory resolution. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

4/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cox has caused me to cancel other appointments, lose work time, and endure much frustration due to their horrible customer service. The issue with my wireless not working has been ongoing since early January with many hours on the phone and appointments with "techs". Once again on March 7 I called Cox about wireless at 5:38 PM after a tech had installed a new modem. Toldthe wrong code was entered;6:14 no result, tech scheduled 5-7 twp days later and supposed to call before coming. I was home the entire time; no call or knock. At 7 I went outside and saw Cox hang tag saying "sorry we missed you". Called Cox at 7:04 and asked for a supervisor. At 7:24 supervisor ***** told me she couldn't read back to me what she put in the new work order because it "disappeared off the screen". About 30 min. later, it magically appeared. I requested only in-house techs and a call before they come out. March 11 decides I need a new outside box (he did not install) and cable to the main box. Internet came on; tech left; It quit working 10 min. later. It came on at a few ten minute intervals. Had to leave town; found out March 14 it stopped working. On 3-17 at 6:29 I called Cox; signal scan showed the new modem wasn't receiving signal. 6:42 level 2 tech 77026 couldn't fix it, asked for supervisor. 6:51 told they were swamped; it would be at least 20 min. 7:12; I made another call on a different line. 7:16 on hold for supervisor on 2nd line; 7:17 supervisor putting in a conference call with a CAG. 7:38 I was told the CAG would call back tonight. 10:07 still on hold for CAG 10:23 got through to CAG; 10:30 in-house tech and supervisor scheduled for 3-19. I was told no one has a direct line, so I cannot call anyone back and their calls show up as unknown number. 3-19 tech didn't show. Called and was told there was a mix-up and it will be tomorrow. Just in this exchange I have spent upwards of 12 hrs. on the phone and at least 10 hr. on appts. Social media tech also said a manager would call; they didn't.

Desired Settlement: I would like the entire bill compensated due to the hours spent on the phone, waiting on techs, lost work hours and missed personal appointments.

Business Response:

In receipt of this concern we attempted to reach Ms. ******** by telephone but have not had the opportunity to speak with her. In review of her account, notes indicate she was provided a direct point of contact in an effort to resolve her concerns.  However, should she wish to speak with us further on this complaint, she may also reach ****, a Cox representative, at ************ and we'll be happy to speak with her.  Thank you.

4/12/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company( Cox Commination's) has an Open collection on my Equifax credit report, it shows a 0 Balance and yet they will not close it, they keep it as open, and it reports every time even though it has been discharged in a chapter 7.

Desired Settlement: Show it as Closed , Not Open , on Credit Report Per Equifax .

Business Response: We want to thank Mr. ****** for taking the time to file his concern.  In receipt of this complaint, we attempted to reach Mr. ****** by telephone and email to help investigate this matter however we have not had the opportunity to speak with him and we have not received a response from him.  Should he need anything further on this matter, he may reach ****, a Cox representative, at ************ and she'll be happy to speak with him.  Thank you.

Business Response:

We followed up with Mr. ****** 4/07/16 to provide him an update and we believe he is satisfied with our resolution on this matter.  He may contact us with any further questions or concerns.  Thank you for the opportunity to address this concern.

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,

**** ******

4/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I entered into a two year contracted with Cox to provide TV, telephone, and internet service. The contract will expire May 2017. Cox recently sent a mailing stating that all TV in a household must have a digital box in order to receive TV beginning in May 2017. One "free" mini box will be provide for a year (after that the charge is $2.99 per month). I already have two televisions connected to Cox receivers so those will work, but I have 5 TVs so even with the "free" mini box, I will have to lease two additional mini boxes in order to receive a TV signal from Cox. Effectively, this will increase my monthly billing by $6.00 per month if I want to keep the same level of service that I contracted for. I talked with cox customer service (Corporate Office) and they are not willing to provide me the required number of mini boxes (without charge) to maintain the quality of the service I contracted for. They also say that I am still obligate under the contract to remain with Cox until May 2017. I think this is completely wrong.

Desired Settlement: A. Provide the 3 mini cable boxes, at no charge, so all my TVs will continue to receive the service I contracted for... or B. Cox should send a letter releasing me from the remainder of my two year service contract so I can find other service providers.

4/3/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I moved out of Cox Communications service area and had to cancel my service. Upon doing so, I was told I had no equipment or balance to continue paying. Two months into my new home in a new state, I receive a bill asking for the returned equipment or fee to be paid. I find the modem in a box and promptly return it to Cox Communications. I was then told the equipment was returned and there was nothing left on the account. Two weeks later I receive a collection notice stating I must return the equipment/pay a fee or my account will be reported. Cox Communications then tells me that they have never received my equipment and that I must pay the fee. Now I am out the equipment and the price of the equipment because they lost it. This has already been reported to my credit report and I have paid the fee to take care of the balance; however, this negative mark will now be on my credit report for seven years due to a fault that was not my own. All of the customer service representatives I spoke with had different explanations about what happened on my account. Two people told me the equipment was there and two other people told me it had never been returned. Overall, I would not recommend using their service, and would highly suggest they look into their customer service department and treatment of customer issues.

Desired Settlement: I know my equipment was returned and I would like a refund of the amount I had to pay to handle the account. It is not fair that I had to return equipment and then pay for that equipment.

Business Response: Cox had the opportunity to speak with Ms. ********* in receipt of this complaint and believes to have provided a satisfactory resolution. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

Consumer Response:


Complaint: ********

I am rejecting this response because:

Again I feel the business was dishonest with me. Upon first speaking with a representative about my complaint, I was told that I would be receiving a refund for my equipment charge and that the next contact would be when the check was being mailed to my home. A few days later I receive a voicemail stating that "upon further review" they will not be issuing a refund due to not returning equipment. So again, I was told my equipment was returned and a refund would be granted, only to have those statements later taken back and not fulfilled. Overall, Cox Communications now has my equipment and my money. In my opinion, this just shows that they are a dishonest company with poor customer service. Do not tell a customer you can fulfill something and then back out a few days later. 


Sincerely,

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

Business Response:

In review, Ms. ********* did not purchase the Cox owned modem, therefore it was required to be returned when she discontinued her Internet service. Cox has no record of receiving the equipment in return from Ms. ********* beyond her account disconnection, therefore she was charged for the non-returned equipment. Ms. ********* made a payment for the full balance of the non-returned equipment charge acknowledging her responsibility and ownership of the equipment. At this time, the account is satisfied by the payment and no balance is due to Cox. We sincerely apologize for any frustration this may have caused and appreciate the opportunity to address the matter.

3/22/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I went in to cox to subscribe to the internet. They told me that they was putting me on a promotion for 69.99 with a month to month contract and a $10 dollar install. The deposit was only $100 which was going to be credited back to my account after 90 days. Today I open my mail and get a bill for 323.45 - 66.66.. so for 256.97. How does that happen? Monthly charges: 88.97. Though they told me 69.99 One time charges and credits. 216.66 Wait, what? I thought I only had $100 deposit? Taxes, Fees and Surcharges? So I only was suppose to pay $10.00 for the professional install. 10.00 with this plan they signed me up for. Now after hours on the phone they want want to honor that.

Desired Settlement: Honor your word. I was only suppose to be charged $10.00 for install. Not over 200. My bill is suppose to be 69.99 not 88.97.

Business Response:

Cox has spoken with Mr. ****** regarding his concerns and we believe he is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

3/22/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After having been without cable service off and on for about ten days, a contractor for Cox came and installed a new cable box. We continued to have the same problem--having to reboot the cable box almost every time we wanted to turn on the TV. There was also no guide available most of the time. I called again, and Cox sent another contractor to install three new cable boxes. After he was here, my office desktop computer would not work. The contractor messed with cords and cables beside, or possibly connected to, my computer because it wouldn't boot up after he left. It had been working fine before he put in a new cable box beside the computer. Also, three times over the course of ten days, I explicitly requested an in-house Cox employee to come to help solve the problems I was having instead of a contractor. Even though those requests were written on the work orders, the call center for Cox still sent contractors to my house who could solve the problems and, in one case--the computer--created a problem I hadn't had before he was here.

Desired Settlement: Since I need my computer for my job and have been without it for two days, I would like to have someone here tonight or early in the morning to get my computer running again. I would also like to have any future service that's needed from Cox Communications to be provided by an in-house Cox employee and not by a contractor.

Business Response:

Cox had the opportunity to speak with Mrs. Severson in receipt of this complaint and believes to have provided a satisfactory resolution. We sincerely apologize for any inconvenience this may have caused ad appreciate the opportunity to address the matter.

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,

3/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cox has supplied our home phone, internet and television service for a number of years. We scheduled a move for 2/13/16 and contacted them to disconnect service that day and change it to our new address--5 miles away. Instead, they disconnected us Sunday afternoon, 2/7/14. On 2/8 it was reinstalled in old address. The week after we moved, they transferred TV and internet but not our home phone. As of today, 2/16/14, after two people have come to our new address to activate our phone, we still have no phone service. In other words, they have been jerking us around for 3 weeks with a simple transfer of services and still no resolution.

Desired Settlement: This experience has been ridiculous. Surely Cox has handled transfer of services from one address to another. I would like phone service activated and no charges for that service for the month of February.

Business Response:

Cox had the opportunity to speak with Mr. ******* in receipt of this concern to provide him an explanation of the rate center discrepancy that does not allow the phone number to transfer from his previous address to his current address. We apologize for any inconvenience and appreciate the opportunity to address the concern.  

3/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: This complaint concerns poor product service and customer service. My name is **** ******** and my COX Account Number is #*************. I have been a loyal customer to COX Communications for nearly 5 years. Over the past 13 months, my loyalty to you has not been acknowledged and/or appreciated. Since January 2015, I have made 73 phone calls to your Tech Support concerning issues with my cable and internet. In addition to the phone calls, I have had 8 technicians come to my house since January 2015. Six of those 8 occurred since October 1st, 2015. There were also 3 maintenance line technicians that were called to my address to attempt to resolve the issue. My cable and internet problems were not handle appropriately which has caused me to be a dissatisfied customer. Due to poor product service and customer satisfaction, I canceled my cable service with you on December 18th, 2015. The only reason why I still have internet is because you are my only internet provider in my neighborhood. I know that COX is aware that they are my only provider, so I feel that is why they continued to disregard my extreme service difficulties. Of the 73 phone calls, I only spoke to a handful of representatives that were pleasant and professional. That is not to say that the rest were awful but I want to express that this was a sign that my service difficulties were not acknowledged. The worst interaction with a representative was with a supervisor named ****** (Employee #********). I spoke to her on January 1st, 2016. She was a very problematic person to speak with. Her lack of respect and customer service with me is inexcusable. Someone in her position she understand the frustrations a customer may have when dealing with countless of technical issues in a year. ****** also refuse to provide me with her employee identification number so I could make a formal complaint about her actions. She also refused to let me speak to another supervisor so I had to hang up and call back to be able to speak to another supervisor. Her actions were childish, unprofessional, and discourteous. The second supervisor I spoke to on that day was able to provide me with ****** Employee Identification number. After extensive research with my cell phone company, I spent an average of 21 minutes on the phone with Tech Support. That accumulates to 25 hours of talk time. Also, I had to take off work to ensure I was available for a Tech to arrive at my house. Time away from work and personal life averaged to about 24 hours. During the course of my interactions with numerous tech support specialists, they made comments about me purchasing new equipment such as a router and modem. On May 6th, I purchased a new modem which cost me $69.99. Your Tech Support said that my current modem was old technology and they believed that this was the cause of my problems. After I installed my new modem which is the newest technology available, my difficulties continued. Since that did not fix my problem, they questioned my router as it could be the cause of my problem. On August 22nd, 2015 I purchased a new router which cost me $185.00. Again, after my new router was installed, my difficulties continued.

Desired Settlement: In the past 45 days, I requested 2 "Call Back" phone calls from a 2nd tier tech supervisor and 1 "Call Back" phone from a Human Resource supervisor so I could communicate my concerns and issues with COX but to this day I have not receive any phone call. I was informed that call backs take up to 5-7 business days. I admit, at times I was unpleasant to speak with but I hope your organization were in my shoes as the customer and had to go through what I went through over the course of the year, they would understand. The lack of concern, professionalism, and communication is inexcusable. As of January 12th, 2016 my internet issues has been resolve due to a very dedicated line maintenance tech that found the issue on the main line outside of my home. The main line was cracked and full of water. This is something that your company should be more than capable of handling since the line maintenance tech said it was common for cracks to occur in the location they found it. He was even surprised that the issue went on for as long as it did without being addressed. In conclusion, nothing will be able to repay me for my time on spent on the phone, energy to dealing with the difficulties, and stress that COX has caused me. I hope that this matter is taken very seriously. I will be sending this letter to other departments of the company to make sure appropriate action is taken. I do not want another loyal customer to deal with the same incident that I went through. I would also appreciate a call from a 2nd tier supervisor that can update on what steps the company plans to take so this incident does not happen again with me or another loyal customer. You may reach me at ************ or ***********@att.net. I look forward to speaking to someone in a timely fashion. I appreciate your time and understanding of this matter.

Business Response: Cox had the opportunity to speak with Mr. ******** in receipt of this concern and believes to have provided him with a satisfactory resolution. We apologize for any inconvenience and appreciate the opportunity to address the matter.

Business Response: The field team resumed work with Mr. ******** to address and resolve his outstanding concern. Cox believes that its efforts have provided Mr. ******** with a satisfactory resolution. We appreciate the opportunity to work with Mr. ******** on this concern.

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,

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

3/3/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: this company repeatedly quotes a price over the phone then continually does not honor it, they will verbally quote a contract price then not honor it I have been with cox with a bundle until january for 27 years. I was promised a price lock in december 2014 for the 2016 calendar year. my bill in january was approximately 20 dollars higher than what i was quoted, i called them and they would not honor their verbally confirmed price. I then cancelled my bundle and got dish for television as they offered a 3 year contract with no price hikes. I contacted cox before i disconnected the bundle and was quoted 56.80 for internet and phone. i disconnected the bundle and called cox to inform them i was no longer using the tv service. I was then told my rate for 2016 for the calender year would be 64.30 and they would not honor the 56 dollar price.I said okay as what could i do. now on my feb. bill they again jacked up the rate to 77.60! i called today and after a lengthy hold i was told that yes i should be getting the 64.30 price. I asked the agent to send me an e.mail as i was tired of calling every month as they do not honor the the quoted price over the phone. The agent told me they are not capable of sending an e.mail although they are my internet provider! I informed him that was absurd and i would be filing a BBB complaint. That is where i am . I am sick and tired of having to call every month as they continually jack my bill up because they are flat out greedy!

Desired Settlement: i want cox to honor the original price of 56.40 they quoted me for internet and phone in a e.mail or letter format contract for calendar year 2016, and a credit to my account for their false pricing policy which is fraudulent or deceptive at best. I have been a loyal customer for 27 years and would still be a television customer with the bundle if not for their deceptive billing practices

Business Response:

We want to thank Mr. ****** for taking the time to file his concern.  We have spoken with Mr. ****** and we believe he is satisfied with our efforts to resolve this matter.  We sincerely apologize for any inconvenience caused.  Thank you.

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,

**** ******

3/2/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Six months of terrible service & customer service, dozens of hours of tech calls & visits, hundreds of dollars in charges, and Cox has not fixed issue Approx. 6 months ago, we began having an issue with our cable internet, provided by Cox Communications. We have always used their "Ultimate", or highest-tier service, since we have an active household of internet users. Although these problems started out minor - connection hiccups that lasted a few minutes and went away - they rapidly snowballed to where we stand today, where for hours at a time each day, our internet service is essentially unusable. The connection - wired, wireless, and otherwise - becomes so poor as to be unusable. Throughout this period, I (as the representative of Sascha Johnson) have been in constant communication with Cox. We have had over 20 technician visits (many of them wastes of time) - and over 12 in the last 2 months alone. Throughout this process, the incompetence and outright disdain shown by Cox for providing proper service has been staggering. I have at this point lost count of the number of times Cox phone techs promised they would send a senior supervisor or service tech, promised that the call was marked "no contractors", and one rude, abrupt contractor or other has showed up to the household, claiming they weren't briefed on the problem and forcing me to recount the entire series of steps that has been taken to try and address it. Through this, numerous issues have come to light. The initial internet install on our house was done incorrectly, the lines have been found to be suffering from long-term damage 2 or 3 tech visits after one tech or another "checked the lines", mud has been tracked across our carpets and some service techs have even refused to give their names or identify themselves, putting into question the identity of the people Cox is sending into our home. I cannot count the number of times I have been hung up on by various departments of Cox's customer service network, lied to, misled, had false promises made and then abruptly broken, or the amount of time that they have wasted. They have tried to force-cancel our service without telling us (and then charged us to reactivate it), charged us for numerous visits where the tech showed up for 5 minutes, said they couldn't do anything, and left, and above all have refused to allow easy contact with the local maintenance department - who has, several times, come out to the house without letting us know, sat around for a short while, and then left without saying anything, marking the problem as "resolved" without actually doing anything or communicating with me or anyone else in the household. We are being robbed. And as Cox has a service monopoly in the state of Oklahoma for high-speed cable internet, we have no alternative companies to turn to. As an individual, I feel completely powerless. Cox refuses to address or admit to the problem despite numerous techs coming out to the house and finding numerous issues that required escalation - they go around and avoid communication, refuse to answer voicemails or phonecalls, and in all situations have tried to sweep us and our issues under the carpet. It is immensely ironic that a company with "Communications" in its operating title is so very poor at the same.

Desired Settlement: All we request is that our internet service be provided as contracted, and as we are paying for. I am willing to seek alternate restitution for the past service issues through Cox themselves, but currently their tactic seems to be - as Cox refuses to discuss renumeration, restitution or account credits until "after a problem has been resolved" - to do everything in their power not to actually speak to me or anyone else, not resolve the issue, and indefinitely string out the poor service we are dealing with. We are trapped in a deadlock. We cannot resolve the issue on our own, and Cox refuses to. Until the issue is resolved, the resolution and restitution process cannot advance. We have service that is inoperable for hours at a time during the day, but they refuse to come out when it is acting up, or fob off the issues as "imaginary". We have replaced our equipment (with different, Cox-retailed models of modem and router) 4 times in the past 2 months, to ensure the problem is not on our end. Despite all this, the primary desire of the household is simple: -Dependable internet service that doesn't drop out for hours at a time while Cox insists nothing is wrong. -Proper communication and follow-up from Cox customer service and service techs. -The ability to speak to and follow up with the local Cox Maintenance team, who I am informed do not speak to customers and have to be specially ticketed via outside means, leading to an endless gridlock of trying to get them sent to the house, always being promised they are coming, and always being disappointed when they don't show up or send a contractor or low-level service tech instead, wasting my time and theirs. The only time I have even SEEN a Cox maintenance worker was when one showed up at 7 AM a couple days ago, refused to give their name, card or contact info, stuck around for an hour and then declared the problem "resolved" before leaving. This is not an acceptable way to do business, in my mind. This is not how you should treat customers. I want to stop having to call in every day to report problems Cox insists we aren't having. I want to stop having to wonder when the Internet is going to go out next. I want to stop trying to chase down one department or another of a national corporation in an attempt to find the rabbit in the hat that will solve my problems.

Business Response: Cox had the opportunity to speak with Mr. ********* in receipt of his complaint. A team of field technicians is dedicated toward addressing and resolving the issue. Cox sincerely apologizes for the issue and appreciates the opportunity to address the matter.

2/29/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company was having problems with the website when I was trying to make a payment in January. On 01/09/2016 I was trying to make a payment for my cox account. The website kept kicking me back to the beginning of the payment screen. I ended up calling and speaking with a rep who helped me get through. When it came to where it asks if you want to set up auto pay I clicked no but for some reason it set it up anyway without my knowledge. I told the rep I didn't want auto pay because I don't always get paid on the same days and I need to be able to budget when I get my check. Well auto pay happened anyway even though I said I didn't want it and the company charged 62.56 to my bank account via electronic check. The money wasn't in my account. So I called and spoke with a manager who said they would return the payment I just needed to send them proof it came out of my account. So I did. They then turned around and said well we don't know that that was a payment to us. Send us proof via BANK STATEMENT that it came out then we can help you. I ended up with a returned check fee of 35.00 to my account and they then turned around and charged me again! Why the hell do I have to send them anything?? They have it on their end that they charged me! And they know how much! And I already sent them proof that it was taken out and that I was getting a returned check fee! I'm freaking pissed and I want my money back! As far as I'm concerned they need to refund me and add a 35.00 credit for last month because of the returned check fee I got from the bank. And if they end up charging me a returned check fee also they need to refund that too since I told them NO AUTO PAY! This is ridiculous!

Desired Settlement: As far as I'm concerned they need to refund me and add a 35.00 credit for last month because of the returned check fee I got from the bank. And if they end up charging me a returned check fee also they need to refund that too since I told them NO AUTO PAY!

Consumer Response: ***Document Attached***
This is the email correspondence between myself and cox. (Gmail - Re_ Amount taken by Cox not authorized)

Business Response: We want to thank Ms. ***** for taking the time to file her concern. In receipt of this concern, Cox spoke with Ms. ***** and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

2/27/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Incompetent Techs & Bad Customer Service Tech's have come out my house twice and I still do not have steady Internet. This causes my phone to not work, it also causes my home alarm to be ineffective. I require the services I pay for as well. On the topic of billing I still require my credit in full. Your poor service put my house and family in potential danger. Furthermore I am interested to know the harm in an employee providing a name when the customer asks?

Desired Settlement: 1. Actually fix the issue. 2. Apply the credit in full from two weeks ago.

Business Response: Contact Name and Title: ****, Exec Escal
Contact Phone: ************
We want to thank the ******** for taking the time to file their concern. We sincerely apologize for any inconvenience caused. Cox records indicate a service call was completed on 2/08 and a ticket opened with our Field team was completed on 2/09. In receipt of this complaint, Cox attempted to reach ******** by telephone but we have not had the opportunity to speak with them. Should they still be experiencing a service issue, they may reach the contact provided to them via voicemail and also on this form and we'll be happy to speak with them. Thank you.

2/19/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The customer service at Cox is terrible!! On Monday, Jan. 11 I arrived home at 4:45 to find all cable, Internet and home phone service was not working. I called Cox and was told there was an outage in my area. Since the college football championship was being aired that night and I had a house full of people waiting to watch it, I was obviously concerned. I was told the outage would be over no later than 8:15; however, my neighbors all had cable. I called again at approximately 5:30 to ask if there was still an outage because my neighbors had cable. I was told that it can vary house to house and was asked to reboot my cable box, which I did. Then was asked to unplug everything and reboot again, which I did. I was then told the outage was over and everything should be coming up in ten minutes. When nothing happened, I called back and was told there was still an outage, but they were working on it. At 8:20 I called and spoke to Jeannie and was told the outage was over and to reboot, unplug etc. again, which I did again...nothing. At 8:48 I placed another call...told the outage was still going on, but they were working on it. At 9:02 I was told the outage was over...reboot, unplug again; at 9:30 I asked to speak to a supervisor, but at 9:37 I was told he wanted me to know that I should first go through the reps and that there was an outage. When ***** tried again, he refused to speak to me; at 9:39 I insisted that ***** put me through. She kept trying (allegedly), but at 9:46 she still couldn't get a supervisor. Tuesday at 6 AM I was told there was still an outage; I called back immediately and at 6:15 I was told there was no outage. They finally scheduled a technician to come Wednesday sometime from 5-7. On Wednesday, during the workday I received a call from "Colleen", from a number that said "no caller ID" and being unable to answer during the work day, she left a voicemail stating, "I am an escalation supervisor, an I was just returning that call. If you still want to speak with us, please give us a call back because we are there for you, and I see you were in an outage area, and I apologize that your equipment didn't come back up, but I see you have a technician scheduled today. If you still need to speak to a supervisor, please give us a call back, because we are here for you." However, there was no direct call back number; therefore, it was just a superficial call without really wanting a resolution. The tech came out and found that there was actually not an outage in the area but a line in their cable box outside my property had come loose. He also found that the equipment on my property should have been updated long ago. Obviously the reps read from a designed script based on your question or issue, and if they can't "fix" the issue they say there is an outage and they are working on the problem. The "escalation managers" obviously do not really want to talk to you. I have been a customer for over 22 years, and this is how they treat a loyal customer. In addition, when asked if I would be credited for time the cable was out, going over data due to wireless lost, etc. I was told I would have to take that up with billing. In other words, I need to initiate my own customer service while being on hold for who knows how long and explaining this whole thing again. A customer oriented company would've called me from a legitimate number and told me what they would do to compensate for my troubles. This is absolutely the worst customer service I have ever dealt with!!

Desired Settlement: I am requesting that my bill for this billing period be completely compensated. I lost not only service, money spent on a watch party, data overages, and peace of mind since I could not set my alarm, but also I lost more than seven and a half hours of my time trying to get a resolution. All charges should be compensated.

Business Response: Initial Business Response /* (1000, 8, 2016/02/04) */ We want to thank Ms. ******** for taking the time to file her concern. Cox spoke with Ms. ******** on Jan. 22 and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

2/10/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Poor customer service from the call center related to execution of changes and misleading customers into expanded service. I called on 1/14 to transfer my service and see about lower the cost of my bill. The operator claimed to adjust the phone service and increase my cable by adding the movie pack and swapped my box for a DVR box and that my bill would go down from $150 to $130s. I was happy with that and she then processed the transfer of service. It was supposed to be on 1/18 disconnect and reconnect, she input it incorrectly at first and then changed it when I told her they should both be on 1/18. I got home from work on 1/15 and had no service - it was late so I assumed it was an outage. Saturday 1/16 I still had no service and called in. I had inadvertently been disconnected because they had the wrong date listed. I was offered a $25 credit and told the service would be back between 1 & 3 p.m. I proceeded to the office because I had no internet and had work to do. I later was on the phone with the customer experience group (*******) and was told my service was not reconnected and she was not getting a response from the local technician to set up the service from the box outside. She set up an appointment for Sunday 1/17 between 8-10 a.m. and told me I would have a $50 customer service credit for the extended outage. On Sunday 1/17 the technician was not on time and I called back and was informed I would get a $30 credit since they were not on time. The service was restored and then my transfer on 1/18 went fine. On 1/20 or 1/21 I realized the first operator on 1/14 never added the movie pack and I had to call to get that added. It was added with no problem. I then got a bill in the e-mail for $50 at my old address and $330+ at the new address. I went to the store (NW 23rd) on Saturday 1/23 and went over all the problems and tried to fix everything. ****** at the store fixed the old account to be zero and adjusted my new account balance and told me my monthly rate is $180. I asked why and he said the main driver was the $20 additional monthly charge for the DVR that I was told by the operator on 1/14 was the same as my original box. He said I would have to replace the box and could do it myself or have a tech come do it within the window of time they offer (2 hours). I told him I would do it myself and bring the DVR box back (I am yet to do this as I work when the store is open typically). I asked him about the credits I was told about from the phone operators and customer experience group and he couldn't see that they had been applied and noted my account for call back with 48 hours. The call back has not happened and I called in today 1/25 to see about the credits and the operator said the $25 and $50 were on there, but didn't see a $30. He said my bill hasn't posted and to check back later - at first he didn't know when and didn't offer to look. I had to tell him to look so I would know and was told it should post after midnight 1/26 and I could see the credits.

Desired Settlement: I would like to ensure I have obtained the three customer service credits of $25, $50 (both on 1/16) and $30 (1/17) that I was offered due to the extended outage and lost personal time dealing with customer service. I would also like my account to be reviewed by call center management as the first operator I talked to either flat out lied to me about the cost of DVR hoping I wouldn't notice or needs additional training on products and services. The key point of my complaint is 1-to ensure I get the credits I was informed I would be getting, and 2-to ensure consumers are aware of what can happen to watch closely when making changes to ensure they do not become a victim like I am.

Business Response: Initial Business Response /* (1000, 5, 2016/02/05) */ We want to thank Mr. ***** for taking the time to file his concern. In receipt of his complaint we spoke with Mr. ***** on January 27 and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2016/02/10) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cox contacted me and went over the resolution they had took and confirmed the billing adjustments and changes to the account to where it should be. I was able to swap cable boxes, but did have to spend another hour on the phone with Cox as the local employee, ******, at the Cox Solutions Store on NW 23rd failed to assign the new box he gave me to my account, but everything was corrected by the operator and all is working fine now.

2/9/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was living in an apartment complex that only offered Cox Communications for their Tv and internet service. I had it for about one year and really didn't have any problems at all. In July 2015 I purchased a house and moved and cancelled my Cox services. I turned in all the equipment within the week I cancelled the service and receive a receipt for it. I also was billed for the final bill through email and I was setup on the automatic payment and it was paid. Recently I found out that I was sent to collections for owning 207 dollars which I was never notified about. They had my email and cell phone on file and I never receive any notification of the bill. Although I did move, I did have my mail forwarded to my new address and also never received a bill from them. I called Cox and they said that they had called me several times but the number was not in service (which is a lie because i still have the same number since I first got a cell number). They also said that they mailed out a bill, also which I never received. I don't have a problem with owing them money, Im just mad that they sent me to collections without notice. I have never been late on anything that I have payments for, and now my credit report is suffering because of this. I even tried to contact the collection agency and they don't even have my information in their system. Product_Or_Service: Tv, Internet and Phone

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like this to be corrected on my credit report.

Business Response: Initial Business Response /* (1000, 8, 2016/02/05) */ We want to thank Mr. ****** for taking the time to file his concern. We sincerely apologize for any inconvenience caused. We have spoken with Mr. ****** and we believe he is satisfied with our efforts to resolve this matter. He was also provided a direct point of contact for any further questions or concerns on this matter. Thank you. Initial Consumer Rebuttal /* (2000, 10, 2016/02/08) */ (The consumer indicated he/she ACCEPTED the response from the business.)

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

Complaint: Ordered Internet service and does not work correctly!!! Lines are all over our lawn for months now. HOA is going to issue fines. We decided to get cox Internet to stream our tv, we ordered the preferred internet service that would run 100mb download that was recommended. When we tried to watch movies they would not work! We called cox to send a tech out about the slow internet 2 months ago, they came out and told us that thier was a temporary main line that needed to be replaced. We have been through 6 techs to fix the issue where told on several occasions that our line would be fixed and no results. The line was suppose to be fixed on the 30th of December 2015. We did not receive a call nor an explanation on why they didn't show up, until we called them and they said they were backed up! It's been 2 Months!!! We are told by our home owners association that if we don't get the line fixed we will be fined!!! I tried to contact cox several time to speak to a manager and the only result I have gotten is they will take my number and call me back the next day. My wife called today 12/31/2015 and asked why we have not gotten our services fixed the sales lady was very rude and her "fix" for out problem was to downgrade our service. This is getting to the point where we need help and we are fed up with it. Our internet service is still not working correctly and their has been no plan to correct it by Cox.

Desired Settlement: We just want our internet to work like we ordered

Business Response: Initial Business Response /* (1000, 8, 2016/01/21) */ Cox does not recognize ***** ****** as an authorized user on the account referenced in this complaint. However Cox did have the opportunity to speak with the account holder and believes to have provided a satisfactory resolution to the issue. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

1/27/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cox has sent bill to collection agency that is not mine. I sent proof to them where I lived and that I had dish network. I went to purchase a car and collection was on my account. I sent proof of where I lived and that I had dish network. The bill is for mcpherson ks address and I have never lived in mcpherson. They will not take this off my account without a police report. If they have business practice of not identifying person when hooking up cable, it is not my responsibility to figure out whose bill it is. I found the proof for them and that is all I should be required to do to get it off my credit report.

Desired Settlement: I want bill removed from credit report and from Berlin wheeler collection agency so they stop harassing me for a bill that is not mine. They should not be able to force me to do anything I don't want to do.

Business Response: Initial Business Response /* (1000, 5, 2016/01/04) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX In receipt of this complaint, we attempted to reach Ms. ***** via telephone but have not had the opportunity to speak with her. We will be happy to investigate her fraud concern. The following documents are necessary to begin research: copy of police report, copy of ID (such as driver's license, SS Card, State ID card, Valid passport) and two acceptable forms of proof of residency from two different entities that cover the timeframe of the account in dispute (such as mortgage, local utility, rental or lease agreement). Ms. ***** may reach the contact provided on this form and we will mail her a fraud packet to begin the investigation. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2016/01/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) I already sent a packet in with proof of residency. On the form I answered that I am not filing police report or assisting with any other matters. I have called and spoken to 3 different people and they cannot force me to do anything other than prove it's not my bill. I feel that is my only obligation in order for this to be removed from my credit report. Final Consumer Response /* (4200, 11, 2016/01/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) They want me to go to another county (45 miles away) to file a police report when I have provided documentation that this is not my bill. I work 50-60 hours a week and do not have time to do this nor do I wish to spend my gas money to drive there. Their practice is evidently hooking up cable without ID. If I have proven I did not live there at the time in question I believe I have done what I should be required to do. If I file a report they will then expect more if a case is filed and I will not assist them and the way they run the company, they would then force me to do more, as they are trying to do now! This is poor business practice and poor customer service because of their policy of not checking ID in the beginning. A person who does not even use their company and never will should not have to go through this hassle and harassment because of how they run their business. I spoke with someone again at Cox and once again they are trying to force me to do something that is not my problem. I gave them information to show it was not me at the address in question and that is enough to show this bill is not mine and should be removed from my credit and removed from the collection agency. That us the only resolution that I will agree with. Final Business Response /* (4000, 13, 2016/01/19) */ As explained to Ms. *****, Cox requires a copy of a police report for processing a fraud investigation. Without this documentation, we are unable to proceed with a fraud investigation. We sincerely apologize for any inconvenience caused.

1/25/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billing issue I started my service with Cox Communications around 12/2014 and every since I started with them there has been an issue with my bill. The bill has always been fluctuating. Initially, I was given the wrong plan, I asked for a different package and I ended up getting basic cable and the technician didn't stay to make sure the TV was working correctly and we had to fix our own TV. When I was finally on the correct plan, my bill was terribly messed up and it took a while to get it corrected because they had to file an IT ticket. Another issue that has happened just recently on 1/9/2016, I was charged for Cinemax for 6 months and don't remember adding this because I was always concerned about my bill going higher. My bill was always changing. Also, after a year (now) my bill went up 20-30 dollars and I don't recall when the rep set up my service that my bill would change after a year. I knew it would change after 2 years, and was wondering how I would handle that when the time came. I call Cox on 1/9/16 to get an explanation of my bill and the 1st rep said that he would get me to some other place to explain the bill. Then this next rep went on to explain the bill and said that after a year, there is a "step up" on the discounts I have been receiving after a year (around now). This is the 1st time I have heard "step up". Then this rep goes on to explain that this happens after a year and this was explained on my first 2 bills. I was viewing my bills on the internet while I was speaking to her. I asked her where is that found....didn't see it, even after I looked. She then said, it could have been on the service order (always on something that is far-fetched and unobtainable, supposedly). There is no way I could have that service order and why would it be on something with the rep or tech and not with the person that is paying? They are the main one that needs to be informed about this "step up". I asked for a credit for future than the previous 60 days. When I called in on 1/2016, from the previous rep, I escalated to a manager (******, XXXXX), and she still had no authority to credit the full amount of the Cinemax I don't remember ordering, but had been paying for the past 7 months. She said she can only credit back 60 days, (same as previous rep). I asked her to make sure Cinemax was taken off my account and she said it was. She also, credited my account 20 dollars for the past 60 days and said, "unfortunately, there is nothing she can do to go back the full 7 months and give a credit. " However, before she ended the call, she said "there were not changes made on your account today anything else she can help me with?" I asked her about the Cinemax being taken off and she said," it was taken off" and I concluded with "you made a change on my account today". I was displeased with the fact someone added a feature and charge me for 7 months, but this company is only able to credit back 2 of the 7 months.

Desired Settlement: I need a credit applied to my bill for the past 7 months I have been paying for Cinemax. I was credited 20 dollars of the 70 dollars on 1/9/2015, which leaves 50 dollars still to be credited. I would like some compensation for the discount "step up" I have never heard of until today.

Business Response: Initial Business Response /* (1000, 5, 2016/01/14) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX We want to thank Mr. ***** for taking the time to file his concern. We sincerely apologize for any inconvenience caused. In receipt of this concern, we attempted to reach Mr. ***** by telephone but we have not had the opportunity to speak with him. Should he wish to discuss this matter further, he may reach the contact provided on his voicemail and also on this form and we'll be happy to assist. Thank you.

1/20/2016 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: An allegation that they claim I owe about $1,000 I fell a little behind on my bill, and my services got discontinued, and then I got a bill that I owe about $1,000. I've attempted to call several times, and every time, the 'manager' is always busy, so I leave my NEW number, and all of a sudden, I get harassing calls of my late bill. I did not leave my number for these harassing calls, I left so we can resolve this issue. I've been trying to resolve this issue because I prefer to be with Cox, but I'm not paying this exuberant amount they claim I owe. Okay, I might owe about $100, and that is fine, I'll pay what I really do owe, but I do not owe that 1,000. If they take a look at my history, I usually pay several months in advance at one time. How many of their customers pay for 4-6 months in advance?

Desired Settlement: I expect that the billing be corrected, so I can pay what I really owe, so I can become a Cox customer once again. For if this cannot be resolved, this bill may need to be added to a potential bankruptcy I may have to file soon. I prefer Cox, for I've tried Directv, and it sucks. The customer service and the satellite service. Acct. #XXXXXXXXXXXXXXX

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ In review of the account, Mr. *** owes a final balance of $1145.59 on his former account with Cox. Mr. *** signed a 36 month agreement for home security service with Cox on March 15, 2014. The agreement was broken when services were disconnected for non-payment on June 4, 2014 resulting in an early termination fee of $841.34. The remaining $304.25 correspond to services rendered from March 18, 2014 - September 7, 2014. Cox deems the total balance of $1145.59 a valid charge. Cox had the opportunity to provide this information to Mr. *** in receipt of his complaint. Cox believes to have provided Mr. *** with a satisfactory explanation for his concern. We appreciate the opportunity to address the matter and apologize for any inconvenience this may have caused. Initial Consumer Rebuttal /* (3000, 7, 2015/12/28) */ (The consumer indicated he/she DID NOT accept the response from the business.) I find it impossible to pay for something I have not received. One option I was waiting for Cox to offer was to "resume" contract. This would be an acceptable solution to this conundrum, an option to resume the contract. Just because I have lost income, does not mean I had every intention to not to keep the intent. I'll be filing bankruptcy soon, and I would hate to add Cox to the list, for they are a good company, but I can't afford to pay that and then resume an account? Final Business Response /* (4000, 9, 2016/01/08) */ As mentioned, Mr. ***'s final balance due only includes charges for services during the time that services were rendered and does not include charges for services after services were disconnected for non-payment. The Cox Home Security Agreement is attached, where you will find the information on Failure to Pay Charges and the Early Termination Fee, as listed below, in addition to all other terms and conditions presented in the Home Security Agreement that Mr. *** agreed to by signing the document on March 15, 2014. 6. Failure to Pay Charges. If you fail to make payments for the System following installation or for Service when due or breach other terms or conditions of this Agreement, Cox will stop providing the Services with or without notice. Cox does not waive any legal rights or remedies, including our right to collect for the System charges and to charge you Early Termination Fees. 17. Early Termination Fees. If Cox terminate this agreement for your failure to comply with its terms, or you terminate this agreement prior to the end of an initial multi-year term as set forth on the first page of this agreement, in addition to charges for the system (to the extent not already paid) and/or any Cox equiment non-returned fee, you agree to pay early termination fees. The early termination fee is based on your agreement to receive and pay for the system and the services for the initial term set forth on the first page of this agreement. Early termination fees shall consist of the following: 1.) Fifty percent (50%) of the monthly service fees due for the remainder of the term as of the date of termination, plus 2.) The full monthly touchscreen lease fees for the remainder of the term as of the date of termination. No early termination fees are due if the agreement is terminated for service purchased on a month-to-month term. The Early termination fee set forth in this section 17 is an agreed upon amount of damages, not a penalty, and is separate and distinct from the Cox equipment non-returned fee set forth in section 10 of this agreement. In conclusion, Cox deems the total of $1,145.59 as the final balance due to satisfy Mr. ***'s former account.

1/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: bad install, overcharging for extra outlet i was not advised of, was not told during install i would be charged for extra outlet, left unburied cable install date 10-23-2015, technician spent 6 hours installing poor quality internet, cable and telephone. did not show how to use product, did not program remotes for product, caught technician standing on dresser which was damaged as well as technician knocking 3TB external hard drive off dreser onto floor rendering it inoperable. after technician left had to call cox to get dvr service to work and advised of technician damaging dresser and 3TB hard drive and was told a supervisor would call me. no call back made, called 1 week later and advised cable still not buried outside keeping my kids from being able to play in our own yard. also advised again of broken hard drive, damaged dresser and poor install leaving the master bedroom unable to get premium channels. also not getting all channels i paid for, advised i should be getting them, but no resolution. called several more times (15) still no buried cable, still dresser is damaged, and hard drive still not replaced, also install ofcable on exterior of house is just hanging only attached a few times allowing cable to drag the ground and drug over fence. after many more calls to cox my issues still remain and im still left paying your company for lack of usable product. i have had 3 technicians come to resolve the issues, but none haave resolved and the last technician named ******* showed up 4 hours early, said he called but did not advised me he was only at my house to validate service, he said he was not here to fix anything only make sure i had cable ran to the house or removed from the house. he contacted his supervisor and i made him take pictures of my install and send to his supervisor. ******* told me cox was going to come install all my lines over again or free, credit my service sincedate of origination and bury the line thats been in my yard for over 2 months. i have not been contacted by cox to do this reinstall nor have there been any records of the visits to my home. i have holes in my brick that arent sealed, coax cable dragging the ground, a non buried line in my yard, and very limited actual service in my home. my internet is slow and very rarely works without rebooting modem, phone doesnt work and i dont get over half my channels in the master bedroom due to poor install.

Desired Settlement: reinstall service as promised and correctly install lines throughout the attic dropping lines down every wall needing connected, i do not want cable ran on the outside of my home (which was told to cox when starting service), credit the entire amount paid since origination of service on october 25th 2015 and the next 3 months (or until April 2016 - whichever comes first since it will take some time to come do the work properly) completely free service to cover lost time, wages and frustration of contacting cox so many times and no resolutions. remove telephone service as it is no use since it does not work.bury this line in my backyard within the next 2 weeks. i have given cox multiple opportunities to resolve these matters and have been treated very poorly and lied to on almost every occasion that has arised.

Business Response: Initial Business Response /* (1000, 8, 2015/12/30) */ In receipt of this complaint, Cox made contact with Mr. ******, who requested to address his concerns after the holidays. Cox remains dedicated to assisting Mr. ****** to address and resolve the issues when the time is convenient for him. We appreciate the opportunity to address this matter and look forward to our partnership in the future.

1/18/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: First of all, I have been a Cox customer for some time now, but because I recently moved about 5 months ago, they restarted my entire process. They continue to tell me I have only been a customer for 5 months, but I have been a loyal customer to them for about 2 years now. Just before moving to my new home, I decided to upgrade my services, which was obviously a little more expensive. I enjoyed these services for about 1 month, and upon moving, realized that I could no longer use Cox Cable at my new house, because it was only set up for satellite. In learning this, I ended up paying for this service for around 2 months, all while not even being able to set it up without installing cable (which of course has a cost). Ultimately, I decided to cancel the cable service, and save money in the meantime, since I do not ever watch TV anyhow. I told them that I was not able to have this at my new place, and they agreed to waive any fees associated, because that is there policy with something of this nature. After a month and a half, I log onto my bank account ,where I have authorized Cox to make automatic payments once a month, and they have taken out 4 TIMES the amount that my usual bill, when I was expecting it to be even smaller than usual, because I no longer have cable. After speaking to about 20 different people, because their customer service is TERRIBLE, I finally was able to resolve the issue with a supervisor, and he said that it was a misunderstanding (and COX was at fault!), and that my money would be returned within 3-5 business days. A week later, the money was still not there. Since then, I have probably spent over 7 hours on the phone, 3 of which I was probably on hold because instead of helping they would leave me on hold until I hung up, and I have had 3 different supervisors tell me that the money would be back in my account in 3-5 business days. Each time I wait for the money, and guess what?... IT NEVER SHOWS UP! This company has stolen from me! Product_Or_Service: COX Cable and Internet Account_Number: XXX-XXXXXXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) I would like a full refund of the $420 that is owed to me. I am not asking for a penny more, even though this has caused me about $200 in additional fees, because of the original overdraft and returned check fees from my account, where I forced it to bounce in order to pay other bills, all while telling COX to NEVER charge my card again, and they turned around and charged it again 9 days later, putting me into another overdraft fee. I have since then kept thinking it would be returned, because of the supervisors telling me 3-5 days, and have gotten extra fees because of that. In total, 3 different supervisors, along with the employee in their Loyal Customer Department, and about 15 other customer service employees have told me this was a mistake, and the money will be returned. This started as a mistake, and could have been blamed by miscommunication. However, with ALL of the recent issues, I am convinced COX employees are trained to make "mistakes" like this, without ever refunding.

Business Response: Initial Business Response /* (1000, 5, 2016/01/05) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX We want to thank Ms. **** for taking the time to file her concern. We sincerely apologize for any inconvenience caused. In receipt of this complaint we attempted to reach Ms. **** by telephone but we have not had the opportunity to speak with her. In review of her account the issue appears to be resolved as of 12/31/15 however if she has further questions or concerns, she may reach the contact provided on this form and we'll be happy to speak with her. Thank you.

1/8/2016 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Failure to provide service, rude and unprofessional customer service, overall lack of responsibility for their failure to provide service. We've had service with Cox since the 5th and have had nothing but issues. We were told there wouldn't be any install charges, yet our first bill showed $100 for installation. It took almost 2 weeks and multiple phone calls to finally get that fixed. The guy who came out to install didn't do a proper job, leaving us with both cable and internet service not working properly. Another phone call and over an hour with tech support to get that fixed. Someone finally came out 10/18 to bury our line yesterday. In the process, he cut the neighbor's service. Instead of finishing ours, he left it half finished and went to fix the neighbor. We were left with our internet out yet again. My husband spent almost two hours on the phone. The first woman he spoke with told him it wasn't her problem and couldn't do anything about it. When he asked to speak to her supervisor, she hung up on him. He called back and spoke to someone else who assured us someone would be out the following morning first thing. I called at about 2 to find out when they would be here and was told it was scheduled for Monday afternoon and we would have to sit around yet another day waiting for someone to get around to fixing their mistake. Since then, we've had nothing but issues. We consistently get kicked offline, our download speeds are half (if we're lucky) what we're paying for, service will be completely disrupted for several hours to a few days. We've had 4 new modems (an attempt to find out what's wrong), techs come out at least once a week (4 or 5 in a week is our record), and the general headache of sitting on hold for hours waiting for them to figure out what's wrong. We've been told the rep on the phone can see a significant packet loss, but the techs that come out find nothing. One tech told us someone was splicing into our internet service which could be the problem, but there's nothing they can do. And then today's fiasco. A tech was supposed to come out between 3 & 5. He called 5 minutes before 3, my husband had stepped away for a minute but called back immediately, only to be told the appointment had been canceled. The person he spoke with said they would call dispatch and call us back. That was at 3 and its now 9:30. Our service is still faulty, and we have no recourse other than deal with it because they fail to do their job and fix the issue.

Desired Settlement: First, uphold their end of the contract and provide us with the service were paying for. Second, full refund for the internet and cable service we are paying for but not receiving.

Business Response: Initial Business Response /* (1000, 5, 2015/12/18) */ We want to thank the ******** for taking the time to file their concern. In receipt of the complaint, Cox spoke with Mr. ******* and has stayed in contact with him while we worked towards a resolution for his reported service issue. We believe he is satisfied with our efforts to resolve this complaint and he has a direct point of contact that he may reach should he experience further issues. We sincerely apologize for any inconvenience caused. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2015/12/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) We are still having the same issues, nothing has changed. Final Consumer Response /* (3000, 11, 2016/01/07) */ The internet issue seems to be fixed, however whatever they did to fix it seems to have caused issues with our cable service. They replaced our cable box, and within a couple days we received an error message stating the drive needed to be reformatted. We did that, then got it again a day or so later. They replaced that box Dec 30. Last night (*** 3) we got the same error message stating the hard drive has to be reformatted. This morning, nothing works, live TV, on demand, recorded shows, nothing. This makes the fifth cable box and fifth or sixth router since October 5 when we signed up. Final Business Response /* (4000, 13, 2016/01/08) */ Cox spoke with Mr. ******* on January 5 and at that time he confirmed services were working properly. We have worked diligently to resolve their reported service issues and apologize for any inconvenience caused. Mr. ******* was asked to reach the contact provided for any further service issues and we will be happy to investigate. Thank you.

1/5/2016 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I changed my landline phone and internet connection from AT&T to Cox in August this year. I am a low income senior and had LifeLine service with AT&T for a long time, and applied for it with Cox as well. I was told by COX I would be sent forms in the mail to complete, showing that I was eligible for LifeLine. I had to call them back a number of times to get them to send the forms. I promptly sent the forms back in early September. I received a letter from COX dated 9/24/15 stating: "If you are a current subscriber of COX no need to do anything additional. Your account will be updated and the discount will be automatically applied. Please note that it may take 1 or 2 billing cycles before the discount appears on your telephone bill. Should you have any questions or need further assistance you may call X XXX XXX XXXX," I still had not received the Lifeline discount by November, and had called repeatedly to see why, with no success. Meanwhile, I was being charged $117 per month for my service, about $30 more than I would have been paying if I were getting Lifeline. I was told that when I got Lifeline, I would be reimbursed for the months when I was not getting the discount. But on my income, the payments were too high and their advertisement had proved false, so I went back to AT&T, which then offered me a better rate. I would like to be excused from paying the last bill to COX, since they never lived up to their promises. They said that they had no control over LifeLine, since it is a government service, but they do have a responsibility to give their customers accurate information, and they failed to do that.

Desired Settlement: DesiredSettlementID: Billing Adjustment I would like to be excused from my last bill from COX and/or reimbursed for the amount that the Lifeline discount would have provided all along, had it been applied when COX's letter said it would be. And, had they sent me the forms when I first requested them, the process should have been more timely and the discount provided sooner, so the retroactive reimbursement should be sooner than the end of September, and that should also be taken into account. They should also change their ad.

Business Response: Initial Business Response /* (1000, 5, 2015/12/17) */ We want to thank Ms. ********* for taking the time to file her concern. Cox records indicate that a letter was mailed to Ms. ********* in September 2015 that explained Cox's service territory for Lifeline service does not extend to her service address and although Cox was her telephone service provider, Cox is not authorized by the State of Arkansas' Public Service Commission to provide Lifeline service in areas out of our authorized Lifeline (service area). As such Cox is unable to provide her the Lifeline benefit. In receipt of this complaint, Cox spoke with Ms. ********* to help and explain and resolve her concerns. Ms. ********* stated that she did not receive this letter. Her feedback and overall experience has been shared with the appropriate teams. We sincerely apologize for any inconvenience caused. We believe Ms. ********* is satisfied with our efforts to resolve this matter. She was also provided a direct point of contact for any further questions or concerns. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2015/12/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) It was a yes and no. The letter they sent dated 9/24 did NOT advise me that Lifeline was not available in my area, in fact, it said that my application had been a"pre-approved" and that once NLAD (National Lifeline Accountability Database)had confirmed that my data matched their files, my Lifeline discount would appear on my bill, though it might take 1 or 2 billing cycles ( it never appeared on my bill at all). Additionally, I was told that the discount would be retroactive once approved, which also turned out not to be the case. But I received calls from a very nice COX rep named Tara who discussed all this with me, did some investigating and got back to me, saying she was going to correct the problems on their end, and hopefully also with the Lifeline vendor they were using, for future Lifeline applicants. She also said she would see that I am sent a check for the amount of the Lifeline discount I was led to believe I would be receiving. If that is all accomplished, my mission will have been successful. I will let you know if I receive the check, but it will remain to be seen if other Lifeline applicants will be given correct info in the future. I am sure **** was sincere, but the fault may lie in their system, which she may not be able to change. Thanks Final Consumer Response /* (4200, 11, 2015/12/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cox has still not followed through with their promises. They sent me a box with a FedEx tracking number sticker attached which was meant for shipping their rental equipment back to them. There is no FedEx station nearby, so I took the box with equipment and sticker to a UPS station for return shipment to Cox over a week ago. UPS said they would use the FedEx number Cox supplied, and there would be no charge. Today I received an email from Cox charging me for the equipment, which surely must have reached them by now. Once again, their service has not been satisfactory. They are supposed to send me a refund upon receipt of the equipment which was sent to them, but now they are claiming they never received it. Final Business Response /* (4000, 13, 2015/12/30) */ In receipt of this rebuttal, we spoke with the customer and explained that the statement dated 12/14/15 that reflected the equipment charges was printed prior to our receipt of the equipment. Cox confirmed for the customer that the equipment was received and the equipment charges were removed on 12/22/15. She will receive a refund for the credit balance on her account. Thank you for the opportunity to address this concern.

12/28/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Putting a cap on my internet - not informing me when signing up for the service - lying about speed needs - no attempt at resolution I purchased the internet service Cox Internet Essential which activated August 16, 2015. It is a 15Mb/s internet speed. At the time of purchasing it, I was not informed that there would be a monthly data cap on my plan. That information was not included in the advertisement, account activation, or set-up webpages and emails. I only found out about the cap when digging deeply through my online account abilities. I called and spoke to Cox a few days after activating my account to ask why I had a data cap and why this information was never made clear or obvious. There was no answer. They apologized for not making that information obvious and then tried to sell me extra service. The customer service rep then proceeded to give me misinformation about speeds necessary for typical internet usage. They wanted me to purchase the 50 Mb/s plan just to use Netflix because they claimed that a 15 Mb/s plan would not be sufficient for watching videos at even low-standard definition (360p). I informed them of the speeds Netflix lists on their site (0.5 Mb/s - Required broadband connection speed, 1.5 Mb/s - Recommended broadband connection speed, 3.0 Mb/s - Recommended for SD quality, 5.0 Mb/s - Recommended for HD quality, 25 Mb/s - Recommended for Ultra HD quality) and the service rep had no response except to continue trying to sell me a higher tiered service. From that information a 15Mb/s plan like mine would cover up to HD quality video (1080p) which is exactly what I want. I have been given a lie of omission about the data caps and I have been lied to about what service is needed for uninterrupted usage. Instead of trying to explain the reasons for the caps or resolving the issue, I was encouraged to pay more for the privilege of using the service I was already paying for.

Desired Settlement: I want the data cap removed from my account. I want the sign-up information to include the information that they cap data usage. I want the service representatives to stop giving falsified information to customers in an attempt to force them to upgrade service.

Business Response: Initial Business Response /* (1000, 6, 2015/11/23) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX Contact Email: ***********************@cox.com We want to thank Mr. ***** for taking the time to file his concern. In receipt of his complaint, we spoke with him to help explain and resolve this matter. Additionally, his feedback has been shared with our Marketing team. Should he have any further questions or concerns regarding this matter, he may reach the contact provided on this form and we'll be happy to speak with him. Thank you. Initial Consumer Rebuttal /* (3000, 8, 2015/11/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The representative did not read my complaint before the call and repeatedly tried to hang up before covering all of the material. The representative offered no action to resolve the problems or complaint. The representative claimed that all of the information about the caps/allowances was available at sign up. She attempted to prove it and was unable. She spent the whole phone call going through the sign up process and found no mention of the caps/allowances. She promised that she would call or email me the results of either finding that information or inform me that they would be updating their sign up process; I have received no follow up call or email. It was explained to me that due to the actions of 5% of the customers, everyone is punished with higher rates and an "allowance" that they are not currently charging you for exceeding, but they will at some point in the future. Cox Communications is not expanding or updating their infrastructure at this time; I asked for examples of progress and was given none. Cox Communications did nothing to solve or resolve the problem; they put the blame on other people and (politely) told me to deal with it or pay more. It was a waste of time for everyone involved. Final Business Response /* (4000, 12, 2015/12/16) */ As Internet usage is currently doubling every two years and customer needs evolve, we continue to evaluate alternative packaging and pricing options and make network adjustments and investments to ensure that we can continue to provide the optimal broadband experience for all our customers. First and foremost, Cox has focused on educating customers about data usage and choosing the appropriate package that best fits their needs for data and speed. Cox also provides the tools customers need to monitor and manage their data plans. For example, Cox's Data Usage Meter, which has been available since 2013 and has been tested for accuracy by an independent third party, shows customers their monthly data usage allowance, the amount of data used at any point in time and the amount of data remaining in the plan for the monthly billing period. This is an easy way to check your household's total monthly usage. Other online tools can help you better understand and estimate your household's monthly Internet usage, so that you can proactively manage your activity. For more information on these tools, data usage and plans, please visit www.cox.com/datausage. In receipt of this complaint, Cox reviewed with Mr. ***** his Internet subscription and based on his usage at that time, he has made the appropriate choice of data plan. In any event, Cox does not currently charge customers in Oklahoma for exceeding their data usage allowances, but rather continues to assist customers with ensuring they have the right plan. Mr. *****'s feedback regarding his online ordering experience has also been shared with the appropriate department. Should he have further questions or concerns regarding this matter he may reach the contact provided on this form and we'll be happy to speak with him. We sincerely apologize for any frustration caused. Thank you.

12/23/2015 Billing/Collection Issues | Read Complaint Details
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Complaint: This company has lost two payments I have provided in the last month. Upon finding the payments and crediting the account my bill has fluctuated do to "charges" that I my self have neither requested or incurred. This company in the last four weeks has changed my bill by a 100 dollars or more. I have talked to several online and phone representatives requesting the charges be removed or a detailed statement describing the charges to the account. I should only owe for the month of services that I have been contracted to pay. Product_Or_Service: Internet

Desired Settlement: DesiredSettlementID: Billing Adjustment I would like my bill corrected and the constant adjustments corrected. The two disconnect fees were the companies fault as they lost my payments. I have provided the company bank statements showing where the money was withdrawn from my account.

Business Response: Initial Business Response /* (1000, 5, 2015/12/22) */ Contact Name and Title: ************ Cust Res Sp Contact Phone: XXX-XXX-XXXX Cox attempted to reach Ms. ******* in receipt of this complaint however has not had the opportunity to speak with her. Should she wish to speak on the matter, she may reach ******** a Cox representative, by calling the number provided with this response. We appreciate the opportunity to address the matter and apologize for any inconvenience this may have caused. Initial Consumer Rebuttal /* (2000, 7, 2015/12/23) */ (The consumer indicated he/she ACCEPTED the response from the business.)

12/21/2015 Problems with Product/Service | Read Complaint Details
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Complaint: Cox communications is trying to charge me a small amount for services I never used. Absolutely infuriating customer service has transferred me back and forth until I can't waste anymore time.hours wasted trying to get issue resolved.I tried to get Internet service,they never did what they needed to do outside,they have made an install impossible to do without a service call,when I gave up they transferred me again after 2 hours on the phone.they won't cancel me and are charging me for service I have never used.horrible service.I just need the internet.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Please find out why they have charges for Internet that I have never even logged onto one time.how is that possible?

Business Response: Initial Business Response /* (1000, 5, 2015/12/07) */ In receipt of this complaint, Cox spoke with Mr. ****** to help explain and resolve this matter. We believe he is satisfied with our efforts to resolve this complaint. Should he have any further questions or concerns regarding this matter, he was provided a direct point of contact that he may reach and we'll be happy to speak with him. Thank you.

12/15/2015 Problems with Product/Service | Read Complaint Details
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Complaint: My cable line has been disconnected by ice for 10 days, it has came loose from the connection in back yard. That's not the problem. Cox said give them 72 hours to fix. Nothing happened ,cox set a appt from 9am-9pm. To come fix. I take off work. Nobody shows or calls, I call again. Cox sets appt for 3 days later. 10-12. No show or call, I call again. Cox sets appt for 3-5. Nobady shows or calls. I call talk to supervisor. He said he'll look into it , Nothing has been done yet. I just want some type of record of no service so when they send me my monthly bill and I don't pay I have proof to show collection company Product_Or_Service: Cox communications Account_Number: XXX XXXX XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) FIX THE DOWN LINE one would think that after so many calls they would attempt to fix the problem as simple as attaching the line to the pole for serviceI'll end up canceling their service since their service sucks, but I don't have time to mess with it now. Not to mention i've taken off work over 17 hours to be home for the appointments that they set and missed

Business Response: Initial Business Response /* (1000, 5, 2015/12/14) */ Cox had the opportunity to speak with Mr. ****** in receipt of this concern and believes to have provided him with a satisfactory resolution. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter. Initial Consumer Rebuttal /* (2000, 8, 2015/12/15) */ (The consumer indicated he/she ACCEPTED the response from the business.) Final Consumer Response /* (2000, 9, 2015/12/15) */ Problem solved, immediate response once complaint was filed , thank you

12/14/2015 Delivery Issues | Read Complaint Details
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Complaint: My identity was stolen and someone opened an account with cox communications under my name. I would like that information removed from my credit. Account #1 $681 Balance 11 COX COMMUNICATIONS OKLAHOMA CI Original Creditor $681 High Balance Aug 03, 2011 Opened Date Mar 16, 2015 Last Reported Individual Responsibility Placed for collection Remarks

Desired Settlement: I would like cox communications to remove that fraudulent information from my credit.

Business Response: Initial Business Response /* (1000, 5, 2015/11/25) */ Contact Name and Title: ************ Cust Res Sp Contact Phone: XXX-XXX-XXXX Cox made attempts to reach Mr. ******** in receipt of this complaint however did not have the opportunity to speak with him. Should he wish to discuss the concern further, he may reach Jenifer at the phone number provided with this response. Cox apologizes for any inconvenience this may have caused and appreciates the opportunity to address the matter.

12/14/2015 Delivery Issues | Read Complaint Details
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Complaint: We contract for cable t.v., phone and internet with Cox Communications. On or about Sept. 1, 2015, our cable t.v. went out. After several contacts and several failed attempts (once Cox was a "no show - no call" after I waited all day for them. They installed a cable on top of our lawn and it sat there for a couple of weeks. This cable gave us a cable t.v. signal, and we were told "someone will come back and bury the cable." Then they sent out one of their independent contractors called "Red Code Underground, L.L.C." to bury the cable. They were supposed to come at an appointed time and day, but they were a no show when I waited all day (on a Wednesday) for them. Then, the following Friday afternoon, they showed up unannounced when no one was home to bury the cable. I had specifically asked to be present and they disregarded my request. They used a machine to bury the cable and damaged a retaining wall made of railroad ties, causing it to lean badly. They also somehow disconnected our cable telephone signal, resulting in no dial tone. After several weeks of negotiating with the owner of "Red Code Underground, L.L.C. - the Cox COmmunications contractor who Cox Communications sent out to service this matter, Mr. ****** ******, who represented himself to be the Owner of Code Red Underground, agreed to provide "$200.00 worth" of labor with his own crew to fix the retaining wall, if I would provide the materials (railroad ties, and another $500.00 worth of labor that I would pay to his crew, to repair the retaining wall. After checking prices, I realized the big expense of getting railroad ties delivered to my residence. I then contacted ****** ****** and told him, I can't come up with the money to purchase the materials, and suggested that, since he was willing to provide $200.00 worth of labor to fix the problem with the retaining wall, that he just pay me the $200.00 instead, and I would consider the matter resolved. He refused, saying that "that would be admitting fault." (cont.) Product_Or_Service: Cable Provider

Desired Settlement: DesiredSettlementID: Other (requires explanation) (description - continued) He then refused to pay anything towards the damaged wall. A I asked him for the name of his contact person at Cox Communications who grants him his contracts, and he refused. Instead, he gave me the name of a person dealing with "damages at Cox - **** ********* ************* When I asked him for the name of the person at Cox who grants him his contracts, he hung up on me.DESIRED RESOLUTION - I request that Cox Commcns pay me $200.00 and credit my acct for no phone &r

Business Response: Initial Business Response /* (1000, 5, 2015/11/25) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX We want to thank Mr. ******* for taking the time to file his concern. In receipt of his complaint, Cox contacted Mr. ******* by telephone and he advised this week was not a good time to speak with him. We offered to contact him on this next week and at his request we will contact him on Dec. 4 to discuss this matter. Should he wish to speak with us in the meantime, he may reach the contact provided on this form and we'll be happy to speak with him. Thank you.

11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I closed my account, by phone, in early September 2015. Cox continues to bill me for services I am not receiving, and they will not resolve the issue. I am a former customer of cox after I closed my account in September of 2015. To my dismay, I constantly received calls and emails from cox representatives, trying to sell me new services, only to find that cox never stopped billing me. I currently receive no services from Cox, and yet I have been billed all the way through October. When I called cox today, a representative claimed that I called to have the account closed, but they simply didn't do it. Now they won't close the account, due to an outstanding balance, charged after my initial attempt to close the account. My account was current when I called to shut it off the first time, and my services were promptly ended. I have received no internet signal from cox since early September, and yet I have been billed for the end of September and all of October for services I haven't received and requested to stop in early September. I will not pay for something I didn't receive. The cox representatives have threatened to send me to a collection agency, and I'm strongly considering getting a lawyer to deal with the negligence and harassment I have received from cox in the last month. I am reaching out to bbb as a last resort. I have contacted cox customer service several times, as well as their corporate headquarters to resolve the issue, and I am still being charged for services that aren't present in my home. Is there no one left to defend the customer against the 'bullying' tactics used by cox? They decided to not close my account. That's on their end and I did everything I needed to to close the account. I should be free enough to chose when I want to be a part of their service! They are simply trying to steal money from my pocket, in my opinion. I am receiving no services from them, and yet they can charge me indefinitely, simply because a call center representative didn't properly close my account the first time I called? How are they legally allowed to do this? Someone needs to standup for an unfairly treated customer.

Desired Settlement: I want a final bill sent to me that reflects when my services actually stopped, in September 2015, after I requested they cut off my service. I also want harassment and bullying via phone and emails to end immediately.

Business Response: Initial Business Response /* (1000, 5, 2015/11/06) */ Cox had the opportunity to work with Mr. ******* in receipt of this complaint and believes to have provided him with a satisfactory resolution. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Bill inexplicable increased by $20. Customer service refused to adjust bill to correct amount. I switched from AT&T service 10/2014 because they frequently increased the pricing for their service. When I signed up for service with Cox, I was told the price was "locked in" for 2 years. This month my bill was $20 dollars higher. I contacted the billing department and they could not explain why the bill amount had changed. When escalated to a Lead (******), I was told that the bill was "stepped up" by $20 after a year and I should have been told this when I signed up. I explained that I had not been told this and that the price being fixed for 2 years what the entire reason I changed providers. ****** lacked any empathy at all and refused to adjust the bill in way, shape, or phone. When I explained that I would rather go back to AT&T since at least they don't promise not to change their pricing and then break it, Alica simply asked "when would you like to be disconnected". Working in customer service myself, I refuse to believe something cannot be done to resolve the issue. I would like my bill to be adjusted to the rate I was promised last year when I signed up.

Desired Settlement: Working in customer service myself, I refuse to believe something cannot be done to resolve the issue. I would like my bill to be adjusted to the rate I was promised last year when I signed up.

Business Response: Initial Business Response /* (1000, 5, 2015/11/09) */ Cox had the opportunity to speak with Mr. ****** in receipt of this complaint and believes to have provided him with a satisfactory resolution. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter.

11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Co is billing for equipment we never had. two years ago we moved to a new home and always have ATT Uverse; however, they didn't have it in our area so we went with Cox. They came out and found that they would need to drill a hole in our floor if we wanted cable downstairs. We said NO WAY! We did have cable for our upstairs and since then changed plans and had a rep come out and pick up all the cox equipment. The rep noted that we should have more equipment but we told them we decided long ago we would not have cable downstairs. He said we can call customer service and let them know. It could be that they didn't update when they came out the first time and took the equipment back with them. He said this happens and it should be no problem. We continue to be billed even after several calls into the company trying to get some help. We still had internet service so we continued to pay our bill ON TIME EVERY MONTH. Cox turned our service off and we called immediately as we work from our home. We had to repeat the entire scenario and they apologized again, turned our service on and then turned it off again a couple weeks later. This same thing happened again!!!! We do not have the equipment, we wanted cable downstairs but due to our set up and plug ins, etc. - We could not or would not drill holes in my wood floor - so they took the equipment BACK!!!!! We want the charges credited off. We want and need cable internet but can't hardly believe how difficult it is to prove to this company that we DONT HAVE THERE EQUIPMENT - WE NEVER DID!! IT WENT BACK WITH THE TECHS THAT WERE THERE TO INSTALL!!!! We paid extra to have a tech come into our home to grab all the equipment when we ended our cable - we paid our bill every month on time. We are not trying to get out of a bill, we are being ripped off by COX!!!!!

Desired Settlement: write off the amount for the equipment we are being charged for and apologize for lack of tracking on your equipment.

Business Response: Initial Business Response /* (1000, 5, 2015/11/09) */ Cox had the opportunity to speak with Mr. **** in receipt of this complaint and believes to have provided him with a satisfactory resolution. We apologize for any inconvenience and appreciate the opportunity to address the matter.

11/20/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I requested services at the 99.99 price four months had service tons of technical issues wanted account suspended kept being billed calling me a liar We requested cox service because we couldn't have it the past 9 year due to living so far out we sold our house to fast and had to temporarily move into Brandon place apartments a cox community while our house now in a cox area was being built the apartment service had tons of issues cutting in and out I contacted a store on expressway and the install company nothing ever done I asked to be put on seasonal suspend no resolve im being told im a liar and theres no notes and notes stating I asked to upgrade?????? im never home what tv can I watch!!!!!!! when im gone 23 days out of the month!!!!! the account went into a non pay disconnect when I was told it would be on seasonal just lies after lies what a way to treat a customer ive contacted there corperate level service no resolve same ignorant responces and now im told since my issues are billing issues they only have a 60day dispute period but as I see I ive been disputing the **** service since day one sad thing Is I really still want cox but every avenue ive tried ie met sheer ignorance account number is XX-XXXXXX-XXXXXXXX-XX I only should owe about 113 dollars im going to try this last avenue before contacting an attorney and sueing in small claims

Desired Settlement: I want my account credited of the chargeswhen I was to be on suspend also I didn't authorize starz!!! review the sales call I declined it yet billed 15 a month and had one basic box but billed for dvr when told it was free first 6 months by sales ill pay 113 to start new service and its on my credit I want it removed!!!!

Business Response: Initial Business Response /* (1000, 5, 2015/11/06) */ We want to thank Mr. ***** for taking the time to file his concern. We sincerely apologize for any frustration caused. In receipt of his complaint, we investigated his concerns and spoke with him to help explain and resolve this matter. He was provided a direct point of contact should he have any further questions or concerns on this. Thank you.

11/19/2015 Problems with Product/Service | Read Complaint Details
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Complaint: There needs to be a way to include multiple issues. Where do I start. The beginning is most practical. This is going to be long. The advertising; I called when I saw that COX was offering a $200 Visa gift card for signing up along with free "professional" installation, and my plan is "$99" a month, but it is actually $168 a month after all of their fees. As of now, No card, and the installation was not free. It was not even done correctly until a month later. I was charged $60 for the installation, and here we are 7 months later, and not gift card that was advertised on television. The damage to my property; The "professional installation included 150+feet of COAX cable strung across my yard, which incidentally destroyed my mower when cutting my grass. Though I addressed this immediately, they decided to wait 4 months to do anything about it, and their solution was an $80 credit to my account, which was not applied for two months. 7 months of inadequate internet speeds; six techs, and finally the 7th tech found that there was not a proper ground. Here I was credited two months of service, even though it was 7 months that I was due. Two cable boxes were disabled for 60 days without reason, This too I was charged for. To date, my internet speeds are still inadequate, my cable box rarely works, I still don't have a mower, and there is no record of this $200 gift card being sent. I have made countless attempts to resolve this, and there are extensive notes on my account to support this claim. They have made it crystal clear to me that I am locked into a contract, and getting out of it is not an option. So my last option is to contact your establishment, with very little expectation of a resolution. Only due to the fact that I understand how the BBB works, but miracles happen all of the time.

Desired Settlement: At this point, I am personally seeking a full refund on every dime that I have given them, for them to come and pick up their overpriced equipment, and the Visa gift card that was advertised to me. So in a nutshell, since they are choosing to not be an honest company with a tiny hint of integrity, I am demanding that I am released from my contract, with a full refund. I no longer have the time to plead my case to them. They don't really listen anyway.

Business Response: Initial Business Response /* (1000, 5, 2015/11/06) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX We want to thank Mr. ****** for taking the time to file his concern. In receipt of this complaint we attempted to reach Mr. ****** by telephone but we have not had the opportunity to speak with him. Should he wish to discuss this matter he may reach the contact provided via the voicemail messages and also provided on this form and we'll be happy to speak with him. Thank you. Initial Consumer Rebuttal /* (3000, 9, 2015/11/09) */ I did receive a call from COX Communications while I was still sleeping (around 10am) I informed the caller that I would be awake at noon. Just as expected, I did not get a return call. Even though this is a very common occurrence when it comes to COX. They have never returned a single call of mine. Nor have they even considered it. I am positive that they have no intentions of making my account right or ensuring that I have adequate services. Though I have no doubt that these issues will continue with absolutely desire from COX to resolve. I understand that they have a timeframe to work with. I am pretty sure that I will not hear from them again. Final Consumer Response /* (4200, 13, 2015/11/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not spoken to them. I have called them back on four occasions with no response. I kinda see how this works now, and due to the fact that the representatives at COX Communications choose to be dishonest, this is an obvious losing battle, and a complete waste of my time and fruitless efforts. I work nights, and COX has absolutely no respect for that. I have no other choice but to accept the fact that COX has absolutely no intentions of resolving this. Since they have the resources that I do not have, it is definitely a losing battle. Nobody will hold them accountable for ripping me off month after month, along with thousands of others I am sure. Still no return call, just constant lies from the COX representative. Final Business Response /* (4000, 16, 2015/11/18) */ We have not recieved a call or voice mail message from Mr. ******. Typically our office hours are Mon-Fri 8AM - 5PM. In understanding of his schedule, if he would like to schedule a date/time in the late afternoon or early evening that works for him we would be happy to accomodate this. He may reach the contact provided on this form by telephone or by email at ***********************@cox.com should he wish to arrange this. Thank you.

11/19/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: COX Communications Internet Ultimate Package not providing advertised download speeds. The COX Ultimate Internet Package advertises 150 MBPS download speeds priced at $99.99 per month. However, all I have experienced is 1 to 5 MBPS speeds, which is the advertised speed in their lowest tier internet package called COX Internet Starter priced at $34.99 per month.

Desired Settlement: I have been COX Internet Ultimate customer since 06/30/2014. I expect a refund of $99.99-$34.99 = $65.00 for every month that I had COX Internet ultimate package and getting only the COX Internet Starter service.

Business Response: Initial Business Response /* (1000, 8, 2015/11/18) */ We want to thank Mr. ***** for taking the time to file his concern. We apologize for any inconvenience caused. In receipt of this complaint, we spoke with him to help investigate his concerns and we believe he is satisfied with our efforts to resolve this matter. Thank you. Initial Consumer Rebuttal /* (2000, 10, 2015/11/19) */ (The consumer indicated he/she ACCEPTED the response from the business.) They helped me identify issues with my Internet speed and fixed it.

11/16/2015 Advertising/Sales Issues
10/30/2015 Problems with Product/Service | Read Complaint Details
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Complaint: This complaint involves hard credit inquiries and proof of change policy. I had Cox internet service. I had been telling them for a year that I had an annulment and that my name changed. Their policy is that if I wanted my name changed on my account that I had to walk my annulment papers into one of their retail stores. I didn't do it and they never took my word for it. I asked if I could mail the papers in and they said no. I thought okay, no big deal, it's JUST internet service. I wanted to shut off my internet service for a little bit to try to save some money. I closed my account in good standing. My internet service was off from July 2015 until Sept 2015. Part of me leaving on good standing was returning equipment, which I did. When I restarted my service, they did a hard inquiry. I can only assume it's because I picked up a modem from their retail store on NW 10th Street. Who does a hard inquiry for credit on a credit report for a piece of equipment that costs less than $100? And why would Cox do a hard inquiry when OG&E doesn't do hard inquiries. Oklahoma Natural Gas doesn't do hard inquiries. Come on! Really? Even if they did an inquiry to determine if they wanted to charge me a deposit or not the 'real' utility companies only do soft inquiries. Cox has never done a hard inquiry on me before. I am the same person, same address, same social security number. Everything was the same except my last name. Cox changed my account number by one number. It went from XXX XXXX XXXXXXXXX to XXX XXXX XXXXXXXXX. I think the hard inquiry was uncalled for. Then they discovered that I was telling the truth. I really did change my last name. It took Equifax telling them before they would believe me. My goodness even Oklahoma Supreme Court Network could have proved it if they had looked. So since something had changed (something that I had been telling them about for a year) they did another hard inquiry. I'm trying to improve my credit. I'm trying to pay my current bills including medical bills on my arm that I broke last year. Cox Communications hurt me and my credit not once but twice. Since when is it supposed to hurt trying to get internet service turned back on? Cox Communications put a black mark -Two black marks on my record for wanting to be their customer. With friends like that, who needs enemies? When I found out what they did, I made a credit dispute with Equifax and their reply today was that the inquiries were FACTUAL RECORD OF FILE ACCESS. I called, sat on hold for roughly 15 minutes and briefly spoke with a Cox representative this evening. He said that Cox has forms I can fill out for this problem. Then I coughed and my face hung up my phone before he could find it. I tried calling back. I was on hold for 12 minutes and by then I was mad.

Desired Settlement: I want the hard inquiries removed. BOTH of them. Even though I have no plans on ever getting married or divorced again, I would sincerely appreciate it if Cox would allow another way to prove a change other than walking in papers. How about USPS? How about email? Fax? How about a way of using public records like OSCN docket search?

Business Response: Initial Business Response /* (1000, 8, 2015/10/19) */ Cox had the opportunity to communicate with Ms. ******** upon receipt of this complaint and believes to have provided her with a satisfactory resolution and explanation to her concern. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter. Initial Consumer Rebuttal /* (3000, 10, 2015/10/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) I do not accept Cox's response because ******* only fixed 1/3 of the problem. She did take off one hard inquiry, but refused to take off the other one. She said it was Cox policy. She informed me that they did a hard inquiry on me in 2011. I informed her that was when I wasn't checking my credit reports and they didn't do hard inquiries on me in 2012 or 2014. She didn't respond after that. I had no way of knowing they were going to do a hard inquiry and I did not authorize any hard inquiries. She never addressed the alternative to reporting changes to Cox without having to walk into one of their retail stores. I reported Cox to the FCC. Maybe they can make Cox remove the other inquiry. I am not a fan of Cox Communications anymore. Final Business Response /* (4000, 12, 2015/10/30) */ Ms. ******** submitted an online request to establish Cox Internet service on September 9, 2015. As part of the online order process, the customer is required to provide their Social Security Number which is used to perform a credit check in order for Cox to proceed with the activation of its services. Ms. ******** provided her social security number to Cox for a routine credit check, as indicated within the order form. Cox performed a valid credit inquiry on September 9, 2015. A second inquiry was conducted on the following day. To correct the error, Cox masked the second inquiry performed on September 10, 2015. As mentioned, a credit check is required for all new or returning customers in order to determine deposit requirements. Customers are provided this information on the website during the order process and consent to the credit check upon submitting the online order. Cox has reviewed this information with Ms. ******** and believes to have provided satisfactory education and details regarding the process. We appreciate the opportunity to address the concern and apologize for any frustration this may have caused.

10/19/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: *Absent and very inaccurate notes *Repetitive calls for same issue. *Customer service lacks of professionals *Escalation path= Nightmare I have been with Cox Since 2009 (Search with SS last 4 = ****** I have moved around over the year and always took Cox with me (4 Different locations). Since my last service transfer, it has been MY WORST NIGHTMARE with any service provider so far. PS:I have recordings of those conversations from the 3 call I had until today and I can made that available if needed via Youtube from my account. Nightmare 1:I have had Deposit transfer issues from y last account (XXX-XXXXXXXXXXXXX)to this one, having to literally fight on the phone with the most ignorant, rude and barely audible Supervisor (***= ***** repeating endlessly " I don't care sir" This guys kept on telling me that he will not give me anymore "credit". I called 3 days after the initial install (Had to wait for the next Monday)to complain about a Service installation charge and a deposit fees (Charged twice) on my bill. I explained to him that the initial installation was never completed (Technician stating that he will be back and never showed up after that): Internet not tested and cable not installed in master suite Another technician came over: *Had to replace the faulty modem(serial number of the old and New modem in hand) * Drill a whole in the wall to install the cable. I finally had ** (XXXXX) from the disconnection department who was able to apologize about the issue with "***" and based on the initial install date remove the unfounded service fee. Nightmare 2: was a general outage (None service working )in my area in the first week of September for 3 days (Staring on a Friday) and after being once again frustrated I was able to call and have that "rectified" on my bill since the service was not rendered. Nightmare 3:About September 17th, all services were down (Sunday Morning Again) again (Wife tell), With me not in town I had to call COX (3 times) 2 days after to be told that all my services where cancelled (WITHOUT MY CONSENT) due to a work order being placed in the system for the same address. I had to prove that I had just moved there for the next 2 years at least and wait about 2 days to have the service turned back up and the account adjusted once again. I was left to go thinking that my Alarm service was reactivated as well after that FIASCO; until I realized I could no longer log in the Homeportal + App. I called COX " AGAIN" and was told that HomeLife was never reactivated since the cancellation. ***** Adjusted the account once again for the time without service "Pro rated charges already been accessed in the new bill". The representative said it will be fixed with the help of a supervisor and I should expect a confirmation email within 48 Hours (That was on a Thursday) which never happened. Me Being able to arm and disarm the system from my home-pad made me think it was fixed. Nightmare 4:On October 5th I had a false alarm and my wife at home with my kids had to end up unplugging from the wall the modem and the touch pad to shut off the alarm. "NO CALLS FROM THE POLICE NO CALL FROM COX" OUTRAGEOUS ... So I called Cox once again who told me that there must have been a problem with the account or the equipment as they were not notified. PS:The HomeLifeRep could not even trigger the alarm from her desk and scheduled a repair appointment after I spoke to a supervisor who said to call back after the service back up and running for a correction in the account. Nightmare 5: I did call today October 12th and after 4 transfers and about 25mn of wait, I was forwarded to another supervisor ***** called "****** #XXXXX" Refused to read the notes from account, hear what I had to explain and rectify another Mistake by Cox. Telling me: "Cox gave me too many credits and I should be glad as she is not giving me anything" PS: Homelife service now being back since Sept 17 to Oct 8th. I requested a disconnection of the services.

Desired Settlement: I need those supervisors to be not "reprimanded" but educated about value of a customer in s C2B environment and the importance of being able to taken ownership of mistakes both from the company and agents while making sure they are related to the proper department. NO COX MONEY DON'T GROW ON TREE AND WITH THIS ECONOMY WE ARE ALL STEALING FROM ***** TO GIVE TO ****. *I signed up for 100MB of internet I received a 200MB of headachesand frustrations. *I signed up for 220 channels including a premium package and I received 220 reason WHY NOT TO SIGN UP FOR COX. *I sign up for 24 Hours monitoring system but I definitely received 24 Hour Billing and 7 Days of service, Literally. TO whoever reads and handle this complain, please note the following: * The customer service is horrible (Agents too loud and can be heard laughing all over the place in the background). * Supervisors forget that they are there to Lead by example and inspire trust and respect on a case to case base and that Daily. * Agents obviously not putting in the accurate notes and not interested in first contact resolution (Ready to transfer and place on indefinite holds / not even a courtesy callback). One thing to be proud of is that the improvement of the website that at least is attractive and more develop today than 5 or 6 years ago. You Sir / Madam can adjust the bill if you want and do the right thing, but please preach the following to your Customer support department : "A CREDIT AND AN ADJUSTMENT ARE TWO SEPARATE THINGS. A Favor and correction are Two different things as well". Regards, For a very displeased Customer.

Business Response: Initial Business Response /* (1000, 5, 2015/10/16) */ We want to thank Mr. ***** for taking the time to file his concerns. We sincerely apologize for any inconvenience caused. In receipt of this complaint we spoke with him and confirmed he spoke with a Cox representative who helped address his concerns. Additionally, we want to thank him for his feedback and will investigate his experience further for coaching opportunities. We believe Mr. ***** is satisfied with our efforts to resolve this matter. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2015/10/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) the issue has been addressed by cox from the Financial stand of point and I do believe they will take a look into that matter when it comes to customers service poor experience I had to endure

10/14/2015 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Told by Service Rep on 9/08/15 corrected billing $131.22 which I paid. Rec'd next statement indicating I underpaid and new charges are $139.33. Company did not honor agreement my charges would be $131.22 for one year. Talked to C/S supv on 10/06/15 who said agreement would not be honored and my monthly bill would increase. She said there was no one with higher authority than her; but she did say she would have someone call me. That was more than 48 hours ago. The C/S supv did offer to cancel my service when I told her I did not want to pay more for my service.

Desired Settlement: Honor the agreement made by company representative on 9/08/15 that my total charges would be $131.22 for one year.

Business Response: Initial Business Response /* (1000, 5, 2015/10/13) */ We want to thank Ms. ****** for taking the time to file her concern. We sincerely apologize for any inconvenience caused. In receipt of this complaint, we spoke with her to help explain and resolve this matter. We believe she is satisfied with our efforts to resolve her concern. Thank you. Initial Consumer Rebuttal /* (2000, 8, 2015/10/14) */ I appreciate Cox personnel responding to my issue. I still find it troubling that the local supervisor did not forward my request for someone at a higher level to call me. The person who resolved my issue confirmed the supervisor did not note or forward my request. Without BBB I would have not had my issue resolved.

10/9/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: BASE ON COX COMMUNICATIONS INC, PROMOTION OFFER ID #:XXXXX: I WAS PROMISED THAT I AM ELIGIBLE FOR $200 VISA PREPAID CARD. FAILED TO ISSUED. THE COX TV, INTERNET, PHONE FOR NEW SUBSCRIPTION AGREEMENT WERE DISCUSED BASE ON THE ORDER I NEEDED. THE COX SALE REPRESENTITIVE THAT HAVE DISCUSSION WITH SAID TO ME, AM ELIGABLE FOR THE PREPAID VISA CARD FOR $200 ON 2 YEAR SERVICE AGREEMENT I SIGNED FOR. THE PROMOTION OFFER NUMBER ID WAS:XXXXX. I MADE TWO CALL TO COX; FIRST, WAS TO FILL OUT THE FORM FOR THE PREPAID CARD REDEMPTION. THE COX REPRESENTATIVE I TALKED TO DID NOT TELL ME, I AM NOT ELIGABLE FOR THE REWARD PROMOTION OFFER THEN. SECONDLY,THE SALE REPRESENTATIVE WHO GAVE ME THE PROMOTION OFFER ID NUMBER, DID NOT TOLD I AM NOT ELIGABLE FOR REWARD VISA CARD.

Desired Settlement: I NEED COX TO TRUEFUL AND ISSUE THE PREPAID REWARD VISA CARD FOR $200 AS PROMISED TO ME WHEN I SIGNED TO THE 2 YEAR SERVICE AGREEMENT. WHEN I SWITCHED TO COX COMMUNICATION FOR MY TV, INTERNET AND PHONE, WAS BASE ON PROMOTION ADVERTISEMENT OFFER; WITH A REWARD OFFERED OF PREPAID VISA CARD FOR $200. FOR COX TO DENIED ME THE REWARD OFFER IS ABUSOLUTELLY NOT IN LINE WITH BETTER BUSINESS PRACTISES OR CONDUCT.

Business Response: Initial Business Response /* (1000, 5, 2015/09/28) */ Cox made attempts to reach ***** **** upon receipt of this complaint, however did not have the opportunity to speak with this customer. ***** may reach Jenifer, a Cox representative, at the number provided with this resposne to address any questions or concerns regarding the matter.

10/6/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: 19 calls and 3 months a still no temporary cable bury. Now they cut the good line and I have 2 cables in the front lawn! 19 calls and 3 months and Cox can't figure out how to bury the line they temorarily laid because they ran over their own box . After months of false hope. A technician came over and cut the good line from the box to the house and laid another temp line! Fix my problem? No double my problem.

Desired Settlement: Actually come bury the cables. I have been told dozens of times there is a ticket in . I want a manager to come over and don't leave until there are no cables running across the yard, but rather providing service as advertised.

Business Response: Initial Business Response /* (1000, 5, 2015/09/25) */ Cox had the opportunity to work with Mr. **** upon receipt of his concern and believes to have provided him with a satisfactory resolution. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

10/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I have issues with Cox billing practices. On July 8, 2015, I paid approximately $890 to have my cable service restored. I clarified over the phone with the representative that I need to know all fees up front so that I would not have any future billing issues. I did not receive a bill in the mail in August so I called the XXXXXXXXXX number to request an invoice for the moment nth and find out what amount needs to be paid. I was informed by the cox agent that I had a credit and that I wouldn't need to make a payment for that month because the monthly payment would be covered by the credit. Today, September 25, 2015, I called and was immediately transferred to collections. The agent researched my invoice and told me that I am bound to an amount of $524.43 because my credit amount was applied to my August bill. There is no way that I would know that I had to pay a write off amount. The cox rep. Informed me in the month of August that I didn't need to make a payment because of the credit. If the credit amount was to pay a write off, Cox should have immediately applied the $273.56 to the write off that it was being held for. I am not a cox employee and when a rep. Tells me that I am covered for the month that is what I am led to believe. My monthly bill is approximately $202. I don't feel that I should have to be charged for confusion within the Cox collections dept. and the cox solutions store workers. This is not the first time that I've had this problem. Any assistance that you can render in this situation will be greatly appreciated. Thank you ****** ** ******

Desired Settlement: The resolution that I am pursuing is to have the write off amount dismissed because the problem lies internally within Cox. I shouldn't be held accountable for their miscommunication

Business Response: Initial Business Response /* (1000, 5, 2015/10/05) */ We want to thank Mr. ****** for taking the time file his concern. We have spoken with Mr. ****** to help explain the billing for his account. We believe he is satisfied with our efforts to resolve this matter. He was provided a direct point of contact for any further questions or concerns. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2015/10/06) */ (The consumer indicated he/she ACCEPTED the response from the business.) Once you all became involved the whole situation seemed to have been taken care of. Thank you.

10/5/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: WHEN IT RAINS, ALL OF OUR SERVICES GO OUT (CABLE,INTERNET AND PHONE). WHEN IT RAINS ALL OF OUR SERVICES GO OUT. COX HAS FAILED TO RECTIFY THE SITUATION BY CUTTING SOME CREDITS AND SENDING MULTIPLE TECHNICIANS OUT TO NO AVAIL AND US CONTACTING CUSTOMER SERVICE TOO MANY TIMES TO COUNT. WE HAVE HAD ALL OF OUR EQUIPMENT REPLACED MULTIPLE TIMES.COX'S OWN TECHNICIANS AND CUSTOMER SERVICE REPRESENTATIVES HAVE STATED THAT THIS SITUATION IS GETTING RIDICULOUS ON OUR BEHALF. COX EXPECTS US TO PAY THE BILL SO WE EXPECT SERVICES TO BE PROVIDED IN WORKING ORDER.

Desired Settlement: FIX THE SITUATION/PROBLEM WITH THE UTILITY LINES AND CREDIT OUR ACCOUNT. WE ARE GETTING TIRED OF CALLING IN ALL THE TIME,AS OUR TIME IS VALUABLE TOO.WE HAVE A DISABLED SON TO TAKE CARE OF.....

Business Response: Initial Business Response /* (1000, 5, 2015/09/18) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX We want to thank Ms. ****** for taking the time to file her concern. On September 18, 2015 we received her similar complaint from the Oklahoma Corporate Commission. Cox records indicate a service call was completed on August 21, 2015 and that no further service issues have been reported by Ms. ****** since the service call was completed. In receipt of her complaints, we attempted to reach her by telephone but have not had the opportunity to speak with her. Should she need further assistance with this, Ms. ****** may reach the contact provided on her voicemail and also on this form and we'll be happy to speak with her. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2015/09/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) On August 21st the problem was NOT resolved it was supposed to be escalated. That is the problem..Cox doesn't communicate well within their own system and keeps sending out technicians for nothing instead of addressing the problem. We were without services again almost all weekend and called customer service on Sunday the 20th of September and spoke to **** in customer service trying to fix it again for an hour. Kara in the escalation department spoke to my husband Friday and got his cell phone number to call him back with an update Friday afternoon but she still managed to call me back instead of him leaving me a voice-mail. This action only confirms our frustration. I know nothing about the cable so that is why he has dealt with this on my behalf. He has given them HIS cell number too many times to count and they never call him back. Final Business Response /* (4000, 9, 2015/09/21) */ We apologize for any continued frustration. We have spoken with Mr. ****** on this and scheduled a service call to investigate the service concerns. As agreed, we will follow up with him once this is complete. He was also provided a direct point of contact should he need to reach us further on this matter. Thank you.

10/2/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Cable internet service has intermittent interruptions. Pay for 100-125 mbps and having anywhere from 25 - 75 mbps. Mostly 35 mbps range. This has been an ongoing situation with our service. Two years ago we had a major storm come through our area and snapped our power line behind our house and the cable connection line pulled away from our house and was in our neighbors yard on the ground for a few months before we were able to have a technician willing to reattach to our house to get the line off the ground. The reason why they weren't willing to do so is the communications lines were placed on the snapped pole by OGE electric services. When they installed a new pole they inadvertently left a two-three foot sag in our line after the line fell off the snapped pole. This maybe why we have had so many problems with major dips in our internet speeds. I have discussed this with the technicians and the associates. Nobody seems to be to concerned about me the customer paying for a service and Cox only providing half of what they are charging me for, this has been going on two years now.

Desired Settlement: Cox does have the fastest service in our area. I want to have the service I am paying for.

Business Response: Initial Business Response /* (1000, 10, 2015/09/11) */ We want to thank Mr. ****** for taking the time to file his concern. We offered a service call at no charge to him to investigate the issue and will continue to keep in touch with him to help resolve his Internet concern. Thank you. Initial Consumer Rebuttal /* (3000, 12, 2015/09/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have had multiple visits from technicians all of them tell me there is nothing wrong with my equipment. The problem is at the pole. Performing internet speed checks with the technician their and the results were around 35 - 50 mbps. The technician thought it was a good reading until I told him what internet tier I am paying for. Cox claims to provide me with speeds from 100-125 mbps, so how is never reaching 80 mbps acceptable. I take multiple internet speed checks a week I have never been anywhere near 80 mbps. Until recently I since filing this report I was in the 25 - 30 mbps. Why with all my complaining for this long Cox finally improves my internet speed by 44% but only getting 66% of what I pay for??? How many times are they going to stall until they admit they cannot produce 100 mbps speed that they are only able to achieve 70ish!! Final Business Response /* (4000, 14, 2015/09/14) */ Mr. ****** subscribes to Cox Premier Internet which will reach a maximum of up to 100Mbps download however actual speeds may vary. In receipt of Mr. ******'s complaint, we suggested testing his speed with a hardwired connection as there is a lot that can impact a wireless that we are unable to control. We also offered to schedule a service call at no charge to him to thoroughly investigate his concerns; however he has not yet accepted this offer. He was provided a direct point of contact should he wish to schedule this.

10/2/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: billed for services not order equip not received 4/28/2015 we order internet service, sales rep offered free cable with all channels for 30 days, if did not want just send back the box. Advise we would not accept box did not want cable.(see recorded conversation) Received bill pro rated internet 37.84 paid received bill 197.71 paid, received bill for 328.59 now we review bill and see we are being billed for cable and cable box. 7/6/15 called billing discussed bill advised we did not order nor did we have a cable box. Billing advise call back 7 days, we call back billing shows box was received, ask who signed they said they would put a tracer on it and call back on 7/22/15. Called back Billing advised that A. Stwart signed for the equipment. Again advised that I did not have equip but would call apartment to see if they had equip. Billing advised if they did they could remove charges when they get equip. back. At the same time requested they disconnect all service on 7/24/15 as job ended and would be going home. Spoke with ***** at Riverside XXX XXX XXXX inquired about policy on packages she advised that they would accept package and log in than renter could come and sign for it. She checked and found a package from cox delivered about 4/29.advised ***** that someone would pick up from Cox. This information was relayed back to cox to arrange for pick up during office hours 9AM -6PM. A pick up order was placed by cox. I was told they would all so need my internet equipment return, they sent a prepaid box to Michigan and we sent back the internet equip. shipper #XXXXXXX XXXXXXXX to my knowledge they have internet equip. When I called back to settle this matter cox said they went to Riverside and they were closed even tho they had the office hours.So they reschedule. On appox 8/25/2015 cox was to pick up the equipment and than log it in this would take a day or two I advised I would call back 2 Sept. 2015. On 3 Sept 2015 called begged to get this matter resolved was put on hold for 38 mins and spoke with a supervisor ****** ID ******** who said They went and did not find any equip. I advised I would call Riverside and get right back. Spoke to **** ******* Property manager XXX XXX XXXX Riverside Apartments, **** ********* ** XXXXX She check and advised there was a box from Cox to me that has been sitting there and had not been picked up. I called cox to advise after waiting 2hours twenty min for ****** the day was over and this issue is not resolved. This is a general outline of the problem.We have documented ever call to cox date ,time ,including the calls from collection, which one weeks says we owe 139.00 and the next 539.00 and they dont have a clue this is in dispute. We have ask for copies of there notes (because they claim there are dates we didn't talk and yet we have documentaion we did. They claim to have recorded calls when asked for copies or to have them check they will get back to us. We never signed for never open,never ordered ,never seen this equipment, and even tho there is a box from cox in the property manager office cox by there own admission can't ID the box or equipment.

Desired Settlement: In view of the fact cox sales department was more interested is shipping unwanted equip (review recorded conversation customer says I wont accept.) We are requesting all monies paid be refunded with the exception of internet fees (the product we order) Pro rated for April and for May,June,July 46.98. and credit left clean as we paid on time for what we order. With over 5 hours documented in trying to resolve this matter, it's not a large request'

Business Response: Initial Business Response /* (1000, 5, 2015/09/21) */ Cox had the opportunity to work with Mr. ****** in receipt of this complaint and believes to have provided him with a satisfactory resolution to his concern. We sincerely apologize for any inconvenience this may have caused.

9/22/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We have been in our new home over a month and our line has yet to be buried. We moved into a brand new home 7-30-15. Cox cable/internet was installed on 7-31-15. I have called three times since install to request our outside line to be buried. I called today 9-1-15 to check the status as I called last week and was advised I would hear back from someone by Monday, 8-31-15. The customer service rep was no help, nor was the supervisor *****. He advised a "new" ticket would have to be created and it would be another 3 days before I hear from someone to schedule a line burial. The wire is dangerous and an eye sore, as it is dangling from two rows of fence line and construction is going on all around our property. ***** advised I could NOT speak with anyone else and gave me the corporate number of************* to file a complaint.

Desired Settlement: The outside line to be properly buried and credit to my account for new service fees.

Business Response: Initial Business Response /* (1000, 5, 2015/09/11) */ We want to thank Ms. ****** for taking the time to file her concern. We sincerely apologize for any inconvenience caused. We have spoken with her on this issue and we believe she is satisfied with our efforts to resolve this matter. She was provided a direct point of contact should she have any further questions or concerns. Thank you.

9/17/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cox promised free installation, but then billed me for it and declined to credit my bill I spoke to Cox representatives a few different times before deciding to get service. I was told that I would receive free installation if got the Bronze bundle. On 8/27/2015, I had Cox TV, phone, and internet installed. Later that evening, I had to call Cox because the technician did not hook my phone up. He had refused to install a phone jack because he said it was too hot. He told me to call and schedule an appointment for another day. When I called to schedule the appointment, I was told there would be a fee to come back out. Throughout the conversation, I explained that he did in fact install a new cable outlet box in my living room. I was initially told that there would be an extra fee for that too. After explaining to the customer service representative that I had already been told there would be no fees for installation or wall fishing, she agreed that Cox would waive any and all installation fees. I called back today, 9/2/15, and requested the credit for a $52 wall fishing fee and the representative refused to issue the credit. He was able to see the notes on my account that I was to receive a credit, but still refused to issue the credit claiming that this particular fee could not be waived. I explained to him that the previous representative had already promised to issue the credit. He still refused. The problem is that Cox makes promises in order to make the sale, but then doesn't deliver on that promise. This has happened to me more than once.

Desired Settlement: Credit my bill the $52 installation charge

Business Response: Initial Business Response /* (1000, 5, 2015/09/15) */ Cox had the opportunity to speak with Mr. ****** in receipt of his complaint and believes to have provided him with a satisfactory resolution for the issue. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter. Initial Consumer Rebuttal /* (2000, 7, 2015/09/16) */ (The consumer indicated he/she ACCEPTED the response from the business.)

9/11/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cox wouldn't help me with connecting my wireless printer to my router that i have bought from them and they asked me to pay for that service I have bought UBEE router from Cox and as soon as i installed the router i connected my laptop,my phone but unfortunatly my wireless printer won't connect to it so i connect the phone using the hotspot to my printer and it worked so that's mean nothing wrong with the printer whic hp costumer service asked me to do, so i decided to contact UBEE costumer support and they said that all the technical support have to be provided through your proivder which is cox so i contact cox and they asked me to pay for them to fix this issue claiming that sinces the laptop and the phone are connected then it is a wireless issue and i have to pay for them so they can fix it which is not right because i have a warranty on the router and i have just purchased it so help like this have to be free.

Desired Settlement: all i need is to get help connecting my wireless printer to my router for free because my router is under the warranty.

Business Response: Initial Business Response /* (1000, 5, 2015/08/31) */ Cox had the opportunity to speak with ***** in receipt of this complaint and believes to have offered a satisfactory explanation to his concern. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter.

8/25/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was charged with a service call when it was the company's fault. ***** ******** was charged with a service call when it was the cox cable fault that the new box wasn't working. When granddaughter called about the new box not working cox said that if it wasn't people not hooking it up right then I wouldn't be charged. It wasn't the hook up process and I was charged $39.99 extra on my bill. I'm 92 years old, on a very limited income, I have been their customer for over 20 years and they wouldn't cancel the service fee. My granddaughter called and Bill number XXXXXX in the Maine office wouldn't cancel fee. My account number is XXX XXXX XXXXXXXXX. Thank You for your help in this situation.

Desired Settlement: Please refund the service charge since it wasn't my fault that the new box didn't work.

Business Response: Initial Business Response /* (1000, 8, 2015/08/14) */ Cox had the opportunity to address this in receipt of the concern and believes to have provided a satisfactory resolution. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter.

8/21/2015 Guarantee/Warranty Issues
8/17/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Aug 2014 started cox service 1 month paid in advance and then $100 deposit taken of my debit card, cox refusing to give back deposit August 2014 when we pcs here we went into cox and ordered, cable, Internet, phone, they wanted a month in advance and a deposit that would be returned after a year if account was in good standing. Paid this with my debit card and still have receipt showing month advance and other marked as deposit nothing else. Last month contacted cox to make sure I was getting my deposit back this month, they told me they didn't have to give me it back after a year and they could give it back whenever, I did my research and found on cox communication site that they state deposits are refunded after the year as long as account in good standing, I then went into cox to show them this, they said no deposit only returned after I cancelled my service so I decided to email cox to have all this in writing. I emailed them, the reply I received was there systems are down send again in a few hours, it's an email so I was confused why couldn't they reply when e systems are back up, I then sent another email which I had no reply, so a third email and the reply I got back was this is now a service deposit and they keep it. This was not what was told to me, and I want my deposit as my account is in good standing and my receipt shows a deposit

Desired Settlement: I want my $100 deposit back as I'm on auto pay with cox, money taken out by them monthly, it's been a year, there website says they give back deposits after a year, they can't change there mind and keep it. Also after the treatment if possible I would like my contract that has a year left voided as I don't want to belong to a company that does this.

Business Response: Initial Business Response /* (1000, 6, 2015/08/14) */ Cox has spoken with Ms. ****** on this concern and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you. Initial Consumer Rebuttal /* (2000, 8, 2015/08/17) */ (The consumer indicated he/she ACCEPTED the response from the business.) Yes I received a credit back to my account. There system is showing a credit of $6 left, I can't see this as recent changes only showing everything has been zeroed out so have to wait til Sept to see if last of deposit is applied to any charges, if not will be in touch again

8/11/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sent an advertisement for 39.99 for high speed internet preferred. I spent 1.5 hours trying to get them to honor the price and they refused. I called today 7/30/2015 around noon to set up cox high speed internet preferred with a promotional value at 39.99. The first person I talked to hung up on me when I insisted I would not pay more than was advertised. I then talked to someone named "diamond" online chat who said the promotion was a "phone offer" and would only be available if I called. The second person I talk to said it really could only be honored if I went in person to their office but she would let me speak to her manager. The manger of sales " *****" wouldn't give a last name but said his employee number is XXXXX. He said that the offer wasn't supposed to be sent to my area and therefore he couldn't do anything about it. There is nothing on the promotion that says only available to certain areas, it says "available to new residential internet customers in cox service areas". He hung up the phone acknowledging that there was nothing written in the promotion that I didn't qualify for but that he still would not give me the advertised price.

Desired Settlement: I would like the advertised price to be honored and free installation/activation fees, equipment charges, wiring fees surcharges and all other fees dropped as compensation for all my time wasted. As well as the installation done within one weeks time.

Business Response: Initial Business Response /* (1000, 5, 2015/08/10) */ We want to thank Ms. ************* for taking the time to file her concern. We have spoken with her on this and we believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2015/08/11) */ (The consumer indicated he/she ACCEPTED the response from the business.) Gave me the advertised price and have promised free installation for the time & effort it took to get the price corrected.

8/10/2015 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Again six months later i an filing yet another complaint due to constant intermittent internet outages. For the last six months I have experienced constant issues with my cox ultimate internet. When it work it's great. It often doesn't work. Several times a day i experience T3 drops, packet loss, dropped connection, and slow speeds. I have had over 8 technicians over to my home who all come up empty handed. My connection is unstable and thus unusable. I do not want financial compensation i just want the problem fixed. I have no other option for high speed internet access.

Desired Settlement: I would like to have a stable internet connection that at least sometimes meets the ratings specified and advertised. I would like to be able to use my internet service that i pay for for more than an hour without drops.

Business Response: Initial Business Response /* (1000, 5, 2015/07/29) */ We have spoken with Mr. ********* on this concern. We sincerely apologize for any inconvenience caused. We believe he is satisfied with our efforts to resolve this matter with him. He has a direct point of contact to reach should he have additional concerns. Thank you.

8/10/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cox installer deliberately moved my Dish network antenna out of alignment. I had to pay to get it realigned. On 7-17-15 cox installers went to my daughters home to install internet. They made remarks about the Dish network service. Before they left they loosened the dish and moved it 20 degrees out of alignment. This was verified by the dish repair man. The equipment and the dish service is on my account that I provide for my daughter and family. My complaint with Cox is that I have contacted them every day since this happened and have had many promises to call me back and resolve the issue, No one has called and I give up. I will be billed for the service call at $95 plus I have wasted more than 4 hours on the phone so it is time for outside help. All I have asked for is a apology and a credit for the service call. I have been a customer of Cox for about 20 years and I expected more.

Desired Settlement: Admit wrongdoing and credit for repair service.

Business Response: Initial Business Response /* (1000, 5, 2015/07/28) */ Cox has spoken with Mr. ******** regarding this concern and provided him a direct point of contact to assist with resolving this issue. We sincerely apologize for any inconvenience caused. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2015/07/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) As far as I know I have not received a point of contact. I have received two calls since contacting the BBB. One was from Cox wanting to know the service address and she left no contact info. The second was from a ***** at Caliber(?) I called her back with more info and left a message just a few minutes after our initial conversation and she never returned my call. I received a call from a ***** at Cox several days before filing the complaint and he promised that he would personally take care of the matter and would keep in contact, I have yet to hear back from him. He did not give me a last name or number. Final Business Response /* (4000, 9, 2015/08/06) */ Our records indicate Mr. ******** is working with our team that handles damage claims. We spoke with Mr. ******** again today and provided him an email address that he may submit his documentation to. Thank you.

7/30/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: They messed up shutting off my old service, charged me for it, shut down my new service and won't turn it back on even though I paid for it already. On May 31st a charge of 34.99 was suppose to go through to shut off my old service so that I could start a new one. For whatever reason that bill was taken off my email and hidden in another account so the payment never went through but, my new service was turned on. I received all the services I paid for on June 8th, paid my bill of 125 dollars on the 12th, and it was all good until my internet went out the 21st. I called Cox to hear I had an outstanding charge of almost 80 dollars that was only building because of my old service still being active. Because of this my new internet service was shut off. After almost 3 hours they took off the new charges and still told me I owed them 40 dollars even though my internet was still disconnected. They told me they could cancel my old Internet and when that happened my internet was still shut down. I've called back and have been on the phone for almost 7 hours in total with representatives and robots and now whenever I call it automatically disconnects my phone. The one representative I finally got in contact with told me she was sending me to a manager and then it too disconnected immediately.

Desired Settlement: I'm seeking that they send out someone to fix the problem and to ensure that I'm getting all the services in paying for including internet speeds that match the quoted amount I'm paying for. I also seek credit on my bill for a couple of months seeing as I've been a loyal customer for over 3 years and have tried almost everything I can before going to these measures.

Business Response: Initial Business Response /* (1000, 5, 2015/07/02) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX We want to thank Mr. ********** for taking the time to file his concern. We sincerely apologize for any inconvenience caused. In receipt of this concern we attempted to reach Mr. ********** but we have not had the opportunity to speak with him. If he is experiencing a service issue or if he'd like to discuss this matter he may reach the contact provided on this form and we'll be happy to speak with him. For assistance with a service issue he may also reach a Technical Support representative 24/7 at XXX-XXX-XXXX. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have not witnessed any attempts to be contacted by Cox in any way. I have tried to contact them multiple times til still no avail. They have all my my contact info wrong and won't help to even change the address associated with my phone number. This is quite possibly one of the worst experiences I've had with any service. My number is XXX-XXX-XXXX. If I don't pick up leave a message. Until then I'm still seeking my previous requisition of compensation. Final Business Response /* (4000, 9, 2015/07/07) */ In receipt of Mr. **********'s rebuttal, we attempted to reach him at the telephone number provided on this complaint and offered a direct point of contact to assist with his account. We apologize if he did not receive our voicemails prior to this. The voicemails messages were left at a different telephone number; they were left at the Cox service telephone number for his account. We will continue to work with him towards resolution on this matter. Thank you. Final Consumer Response /* (4200, 11, 2015/07/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) Still having issues getting a hold of someone.

7/30/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Internet bill charge was higher than what was negotiated at signing for the service, and has not been rectified after calling about the issue 3 times. I signed up with Cox internet in Oklahoma City to start service on 6/24 as a new customer. On the phone, the promotional price was set to be $39.99/mo, as is advertised on the webpage. However, the bill I got on 6/26 has it documented that my monthly internet service fee is 51.99, which is $12 than more than agreed upon and advertised. I called on 6/29 at 7:32-7:33 pm in regards to this matter, and was told that my service was canceled and restarted for unclear reason, and therefore the campaign code was not applied to the restarted service, and a form was submitted at the time of 6/29 phone call to reapply the code for me. I was assured that I'll see credits applied to my account within a week or so. I waited until 7/6, there was no credits seen on my online account, so I called again at 5:23-5:51 pm. There seems to be no record of this form submitted on 6/29, so another form was submitted again. This time I was assured that the credits will come through within a few days and the representative will call me personally to inform me of that when it does. No phone call came, so I called on 7/9, and found out that the it is taking longer than expected for the campaign code to be reapplied to my account. This causes a problem as I plan my budget around the price of what I was told in the beginning of the service, which was $39.99, and the bill of $51.99 is due on 7/15 and this issue is still not resolved after almost 2 weeks. The work order # for this form is KSRXXXXXXXXXXXX, and my account # is XXX XXXX XXXXXXXXX.

Desired Settlement: Bill amount adjusted to monthly service fee of $39.99, which comes out to 56.25 total with other fees added. Adjustment should be shown clearly on the online bill either with monthly service fee amount changed, or a credit of $12 posted before 7/15, otherwise I will not be paying the bill, and no late fee should be charged as this was not what I agreed upon.

Business Response: Initial Business Response /* (1000, 5, 2015/07/27) */ Cox had the opportunity to work with Ms. **** upon receipt of this concern and believes to have offered a satisfactory resolution to her issue. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter. Initial Consumer Rebuttal /* (2000, 7, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.)

7/29/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Billing of $86.60 for a modem when our service with Cox was disconnected in X-XXXX. They want the modem returned or a receipt for the modem. Received a bill dated 6-28,2015 from Cox for $86.60 which was a immediate red flag as we had discontinued our actual service with them in 2-2014. I contacted CS on 7-8-15 to inquire about the charges. I had a follow up call to get the name of the person I spoke with and ****** was not able to give me his name. His employee number is ********* The gentleman I spoke with explained that the charge was for an unreturned modem. I explained that I returned all the Cox equipment to the location here in Edmond including the remotes. He said he needed the modem returned or a receipt or payment of $86.60. I explained that I don't have a receipt for something that is over 1.5 years old. I asked why it took them so long to bill be for something in 2-2014 and he said I was set up for Seasonal Billing. When I asked for an explanation for this Seasonal Billing, he couldn't explain it to me. I asked to speak with a supervisor in order to have this charge of $86.60 removed and he said that wasn't necessary as the supervisor would give me the same answer. I explained to him that I would be contacting the BBB regarding this matter.

Desired Settlement: I want Cox to dismiss the charge of $86.60 which is over a year and a half old.

Business Response: Initial Business Response /* (1000, 10, 2015/07/27) */ Cox removed the modem fee from Ms. ******' account on July 17, 2015 which closes the account at a zero balance. Cox made attempts to reach Ms. ****** to address the concern, however did not have the opportunity to speak with her. Cox believes that the credit offers a satisfactory resolution to the issue. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter. Ms. ****** may reach Jenifer at the number provided with this response should she wish to discuss further. Initial Consumer Rebuttal /* (2000, 12, 2015/07/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cox removed the modem charge from 2-2014, and they were very timely in their response which I truly appreciate. However, with our particular issue Cox CS should have been able to resolve this without me having to take action to contact the BBB. Lesson Cox should learn and put in place is not to bill a customer for something that is over 1.5 years old.

7/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 3 pyts made between 5/20/15 & 5/21/15 of $7.00; $150.00;& $160.00 from my bank acct: Never credited for $160.00 05/20/2015 paid 3 payments $7.00 $150.00 and $160.00; never credited for the $160.00 - 1 month later and I'm still fighting Cox and getting the run around; Giving bank info 2 different times where they pulled from my account; Now want me to pay more money to keep service on. No supervisor will ever call me back as they say they will;

Desired Settlement: I was never credited for the $160 - I've sent all bank info 2 times and no one will fix it; I've talked to 3 different numbers and at least 15 different people and no one will fix it or give me credit; now want to send me to collections and now they want more money and won't fix it. No supervisor will call me back as promised; over 1 month and I still can't get my money refunded to credited to my bill;

Business Response: Initial Business Response /* (1000, 8, 2015/07/14) */ Cox received a similar complaint through our corporate office in June. The payment of $160.00 was located and applied toward Ms. *******'s account as of 6/29/15. Cox believes to have provided a satisfactory resolution to the concern. We sincerely apologize for any inconvenience that may have caused.

7/27/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Initial phone encounter prior to moving advertised 64.99$ for bundle. Price not fixed on bill after multiple hours over days spent w/ billing. When initially contacted by COX representative about activating service in OKC, they had advertised a bundle for flex watch TV + preferred internet for 64.99, which I agreed to. This was a promotional offer that was easily searchable online. Service was initiated without a hitch. I had then checked my online account to pay my bill and I had been charged, for monthly service fee, >130$, over 63 dollars for TV and internet apiece. I had called COX 2 separate times about this problem. The first time, I was told to return my current cable box that was installed by the technician as it contained a feature that was not included in my package. I was then assured that after I had exchanged the box for the proper box at the nearest COX office that the bill would be fixed. It wasn't, so I called COX again and requested that the charge be fixed. I was told that the promotional offer was not activated on my account and that the mistake would be corrected. The first call was on 6/26. Second call was 6/28/2015. The mistake still has not been corrected. I feel I am being passed around and that the problem will not be fixed, and then that the company will flag me for late fees and that those will never become resolved as they will not honor their initial promotional offer. I have wasted an inordinate amount of time on this, time that I don't even have to spend with my family and to meet my work obligations as a resident physician. This is intolerable and must be rectified immediately. The work order # is XXXXXXXX. The last employee I spoke with, which was the only employee of which I asked their ID as I realized that this was going to be a problem, is ******** and her name is Anita. When I asked for an email that reviewed the key points of the conversation, I was refused that request and given only a work order #.

Desired Settlement: I seek a correction of my bill to that which was offered to me; the flex watch + preferred internet bundle for 64.99 for the 2 years that was told to me by Anita. I also want written confirmation concerning the conditions upon my 50$ deposit will be refunded to me because I am entirely certain that it will become an issue in the future. I have no other options for ISP.

Business Response: Initial Business Response /* (1000, 5, 2015/07/14) */ Cox had the opportunity to work with ****** upon receipt of this concern and believes to have provided a satisfactory resolution. We apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter.

7/24/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cox's website misleads customers by listed bundles that are swiftly removed from the site (within minutes) then avoided/denied by sales reps. Below are the highlights of two conversations I had with two Cox sales reps (with my name and address omitted), one right after the other. The first sales rep. stopped responding when I questioned her about the deal suddenly missing from the site and the second shirks the questions as well and says the deal(s) expired (within minutes!), then gives me conflicting information. The website and sales reps. are incredibly misleading. SALES REP #1: ... ******* How may I assist you tonight? You: Quick question. My family currently has a plan with Cox. Is it possible to add an additional bundle to our account for a different location, at a reduced rate? ******* What we can do is start new service for you. What is the address and Zip code you want service at? You: I'm not ready to do that but thank you. So there's no way to add on to an existing account? ******* After it is set up you can sync the accounts together. However you will get new customer rates and discounts by starting service at the new address. You: What are the benefits of syncing accounts? ******* It is just a convince option, there are no benefits, nor downsides to it, it just allows you to access your account information at the same time. You: Is all billing on the same account? ******* it would be yes. ... You: Okay, what options do you have for cable and internet? ... ******* Based on the information you have provided, I recommend our Cox Advanced TV and Cox Internet Preferred for just $89.99/mo. This bundle includes our basic cable channels, On Demand, many music channels, free HD programming and up to 50Mbps download speed and 5Mbps upload speed. How does that sound? ******* Hi, I'm just checking in, how is everything going? You: What is your least expensive plan and what does it include? ******* Click here. ******* Where it has the filter, remove the check box from Phone, and click apply. Do you see the bundles listed there? You: I see them, yes. But I was just looking at these minutes ago and a less expensive one was listed for $65 ******* The Flexwatch one? You: I have no idea but it was TV and Internet and now I don't see it anymore. ******* That one has basically just your local network TV channels, that is why it was so inexpensive, only channels like ABC/CBS/Fox. You: Okay, then there was another one listed for $75. Where is that one? ******* 220+ channels, but only 15mbps Internet, that will likely leave you with buffering while streaming movies at that speed. You: Why did they disappear from the site? ******* I don't know what happend to make you unable to see them now. You: Yeah, it doesn't look good. ******* I recommend clearing your cookies. ... You: Okay... You: It doesn't show up at all You: https://store.cox.com/residential-shop/shop.cox?conversationId=XXXXXX You: Why wouldn't the site show all the packages you offer? You: Please provide me with all that's offered with the $64 and $74 packages. SALES REP #2: ... You: Hi, please tell me what is included in your $64 and $74 internet-TV packages. ... You: ... Please tell me what's included in these packages because they are not showing up on your website anymore. ... ***: The $74 is Advanced ATV and Internet Essential. ... ***: I am not seeing the $64 offer as being available at this time. You: It was available minutes ago. ***: I'm not seeing it. You: What else is included in the $74 package and why isn't it, or the $64 package, showing up online anymore? ***: The offer may have expired. You: Please provide me with full details of the $74 package. ***: I'm not seeing it. ***: Since you are not ordering tonight I would advise waiting to get details as our offers are time sensitive. You: No thank you, I would like the details right now. ***: This bundle includes our basic cable channels, On Demand, many music channels, free HD programming and up to 15 Mbps download speed and 2 Mbps upload speeds.

Desired Settlement: I would like Cox to honestly represent its bundles to customers both online and via sales reps. Sales reps. mislead customers by telling them contradictory information (i.e., lying). I would also like Cox to offer me all of the bundles they provide so that I may choose the one best for me rather than having to haggle for something they listed on their site to begin with. The website appears to be rigged with disappearing offers. Any offer that expires within minutes should be honored by a company regardless.

Business Response: Initial Business Response /* (1000, 10, 2015/07/10) */ Cox has spoken with Ms. ****** in an effort to help explain and resolve this matter. We sincerely apologize for her experience and for any inconvenience caused. Thank you.

7/20/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On 4/28/2015 the company damaged personal property ( privacy fence and gate) in the course of running cable underground. **** ** **** ** *** ******** XXXXX XXX-XXX-XXXX 6/15/2015 Tulsa Better Business Bureau **** S ****** *** ****** ****** ** XXXXX To Whom it May Concern, On April 28, 2015 representatives of Cox cable informed me they would need access to my property (back yard) as they were boring and replacing the cable in my neighborhood. I advised these men I would put my dogs in the house to ensure they wouldn't get out of the yard and they could work. This was approximately 0900 on 4/28/2015; I left the property with my brother to go to his lake property. We arrived back at the **** address at approximately 1700 hours. The crew from the cable company was just leaving; I walked around the side of my home to make sure the gate was closed so I could release my animals. This is when I discovered that the gate would no longer close. It appears that they crew had hit the poles holding the gate and moved it several inches. As stated the gate would not close and I was required to wire it shut. The crew also left an open hole in my yard over two foot deep, two foot wide and four to five feet long for the next seven days. I contacted Cox cable about the damage to the gate the following Monday. I spoke with a man named **** which is Cox Loss prevention representative. After several calls he advised me that the contractor would contact me in regard to the damage. After several missed appointments a man named ***** showed up to evaluate the damages. At our meeting he offered to "send me a check for $100 and we could call it even". I advised the individual this would not cover the damage. The supervisor of the crew that damaged the fence did come back to my home to try to repair the gate before ***** showed up. He cut several inches off the stationary side of the gate in attempt to make it close again. He was successful in restoring the gates ability close but the work is shoddy and the problem still exists. Kevin took a piece of the fence that the man cut off to show the owner of the contracting company. It appears the actions of the supervisor exacerbated the situation. If the poles were straightened there will now be a several inch gap between the two sections, ***** admitted this at our meeting. He advised me he would speak with the owner and have a fence person repair the damages. I did not hear from this man again. After several weeks of waiting I contacted **** at Cox Cable again (6/12/2015) and I was advised that they had done all they were going to do. I have enclosed several pictures to indicate the damages done and the poor attempt at repair. I do not feel I as a property owner should be left to deal with these damages. I have enclosed several pictures of the damages and attempted repair. Cox Cable is a multimillion dollar corporation that is publicly traded. They need to be held accountable for the damages they have done to my property. I hope you can help me get relief for this situation before it escalates. I look forward to your response. Sincerely, ***** ***** *****

Desired Settlement: I want to be restored to the condition Pryor to damage.

Business Response: Initial Business Response /* (1000, 5, 2015/06/29) */ We want to thank Mr. ***** for taking the time to file his concern. Cox has spoken with Mr. ***** on this issue and we will continue to work with him to reach resolution. We sincerely apologize for any inconvenience caused. Should he have further concerns in the meantime, he was provided a direct point of contact for this issue. Initial Consumer Rebuttal /* (3000, 7, 2015/07/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have received two calls from Cox from two different people. Neither have called back or made any attempt that I can see to fix the issue. A man named ***** Spay did offer me $100 to go away. I want the fence/gate restored to it's previous condition. Final Business Response /* (4000, 9, 2015/07/08) */ We are continuing to work with Mr. ***** on the gate damage claim and sincerely apologize for any inconvenience the delay has caused. Once resolution on the gate is reached, should Mr. ***** have further questions or concerns, he may reach us at XXX-XXX-XXXX and we'll be happy to speak with him. Thank you.

7/17/2015 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: After 16 years of being a customer with Cox, we were told that is we canceled service we could still get our email. They lied to me. I can't. After 16 years of being a Cox customer, and their continued hiking of our prices we decided to cancel our service. The customer (non)-loyalty dept. said that we would still be able to access our email accounts for 30 days after canceling our service. The service was turned off yesterday and today I can't get into any of our email accounts. The technical dept admitted to me that we were lied to. This is unacceptable service. After sharing this with coworkers I found out that this seems to be a common lie at Cox as they experienced the same lie approx a year ago after 23 years of being a Cox customer. I can't imagine how this company thinks that they can treat people like this with so many of us relying on email accounts in today's electronic world. Mine was not a business account but you can imagine how much personal information and personal business is conducted using email.

Desired Settlement: The resolution is two fold. Stop lying to the customer/consumer and do what you promise.

Business Response: Initial Business Response /* (1000, 5, 2015/07/02) */ We want to thank Mr. ***** for taking the time to file his concern. We have spoken with Mr. ***** in regards to this matter. We sincerely apologize for any inconvenience caused and for the incorrect information provided by our representative. Once Internet service is turned off the email is also turned off. Please be assured the representative did not intentionally provide incorrect information. This has served as a valuable coaching opportunity for our teams.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: On April, 28, 2015 the company damaged property (fencing)during cable replacement and refuses to repair in an acceptable manner. **** ** **** ** *** ******** XXXXX XXX-XXX-XXXX 6/15/2015 Tulsa Better Business Bureau **** S ****** *** ****** ****** ** XXXXX To Whom it May Concern, On April 28, 2015 representatives of Cox cable informed me they would need access to my property (back yard) as they were boring and replacing the cable in my neighborhood. I advised these men I would put my dogs in the house to ensure they wouldn't get out of the yard and they could work. This was approximately 0900 on 4/28/2015; I left the property with my brother to go to his lake property. We arrived back at the **** address at approximately 1700 hours. The crew from the cable company was just leaving; I walked around the side of my home to make sure the gate was closed so I could release my animals. This is when I discovered that the gate would no longer close. It appears that they crew had hit the poles holding the gate and moved it several inches. As stated the gate would not close and I was required to wire it shut. The crew also left an open hole in my yard over two foot deep, two foot wide and four to five feet long for the next seven days. I contacted Cox cable about the damage to the gate the following Monday. I spoke with a man named **** which is Cox Loss prevention representative. After several calls he advised me that the contractor would contact me in regard to the damage. After several missed appointments a man named ***** showed up to evaluate the damages. At our meeting he offered to "send me a check for $100 and we could call it even". I advised the individual this would not cover the damage. The supervisor of the crew that damaged the fence did come back to my home to try to repair the gate before ***** showed up. He cut several inches off the stationary side of the gate in attempt to make it close again. He was successful in restoring the gates ability close but the work is shoddy and the problem still exists. ***** took a piece of the fence that the man cut off to show the owner of the contracting company. It appears the actions of the supervisor exacerbated the situation. If the poles were straightened there will now be a several inch gap between the two sections, ***** admitted this at our meeting. He advised me he would speak with the owner and have a fence person repair the damages. I did not hear from this man again. After several weeks of waiting I contacted **** at Cox Cable again (6/12/2015) and I was advised that they had done all they were going to do. I have enclosed several pictures to indicate the damages done and the poor attempt at repair. I do not feel I as a property owner should be left to deal with these damages. I have enclosed several pictures of the damages and attempted repair. Cox Cable is a multimillion dollar corporation that is publicly traded. They need to be held accountable for the damages they have done to my property. I hope you can help me get relief for this situation before it escalates. I look forward to your response. Sincerely, ***** ***** *****

Desired Settlement: The fence needs to repaired or replaced. This involves a privacy gate and fencing.

Business Response: Initial Business Response /* (1000, 8, 2015/06/30) */ We want to thank Mr. ***** for taking the time to file his concern. Cox received Mr. *****'s similar complaint from the Oklahoma City BBB. Cox has spoken with Mr. ***** on this issue and we will continue to work with him to reach resolution. We sincerely apologize for any inconvenience caused. Should he have further concerns in the meantime, he was provided a direct point of contact for this issue.

7/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Fees charged without notification On multiple occasions I have contacted Cox Communications to add/change my service. I have never been told by the sales person that any additional fee would be charged to my account; However almost every time I make a change to my account there is a fee on my next bill. The last time this occurred was 5/17/2015. I called support and upgraded my internet from the 79.99 package to the 99.99. I was informed of the rate change, but was told nothing of any fee. My bill I just reviewed has a $40 "installation fee" for this change in service. This was a 15 minute phone call that did not involve any form of installation. This is an extremely deceptive practice and I suspect most of their customers do not check their bills that are on auto-payment. I have escalated this issue within Cox Communications and had previous fees credited back to me, but this practice has continued. I want them to start properly informing customers of all charges associated with their services.

Desired Settlement: I want Cox Communications to stop charging fees to customers without their knowledge. I also want this complaint to stay on record with the BBB for reference in the case this practice continues.

Business Response: Initial Business Response /* (1000, 5, 2015/06/22) */ Cox had the opportunity to address the matter with Mr. ******** upon receipt of his complaint and believes to have provided a satisfactory resolution to the issue. We sincerely apologize for any inconvenience this may have caused. Initial Consumer Rebuttal /* (3000, 7, 2015/06/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cox credited my account for the fee as they have done multiple times because of this issue. Cox failed to acknowledge the primary issue of not notifying customers of fees charged to the account. When they emailed me about the credit they said the agent failed to change the order type from profession installation to self installation. Cox is treating this issue like it is a one-off uncommon occurrence. When I told them they did not address the issue, that I have been charged fees almost every time I call them, and I have never been informed of these fees they requested they requested specific examples: "If you have specific examples of charges in the past, I'm glad to look into those.". Cox has my complete billing history with them, and I assume they keep some kind of call record. If they cannot do something as simple as review my account for reversed charges, credits to my account, or previous escalations then they are not trying to resolve this issue. Cox has credited me back every time they charge me fees without notification, but when they do this I have to waste a lot of my time getting it resolved. I don't want to have to spend time on the phone disputing charges next time I call Cox for whatever reason. They need to fix their billing system, train their agents properly, or something to stop this from happening. Final Business Response /* (4000, 9, 2015/07/02) */ Mr. ******** placed an online order to upgrade his Internet to the Ultimate tier on May 17, 2015. All online orders follow a two-step process, which involves an order entry team creating an order for the requested services followed by a scheduling team who makes contact with the customer to review and schedule the order. The Ultimate Internet typically requires a professional installation. Following normal process, the entry team placed a pending order including professional installation on Mr. Mysingers account and sent the information to the scheduling team for customer contact. Prior to the scheduling team's opportunity to connect with Mr. ********, he contacted Cox to complete his request. A representative outside of the online processing team assisted him by completing his order as a self-installation. In error, the installation code was not updated from professional to self, thus resulting in the professional installation fee on his bill. Cox has no record Mr. ******** reporting his concern regarding the installation fee prior to submitting a complaint through the Better Business Bureau. Cox had the opportunity to communicate with Mr. ******** upon receipt of his concern and removed the installation fee at that time. Cox has record of past installation fees being removed in November and December of 2013 and would be glad to discuss specific billing concerns on his account at any time. A billing representative is available at his convenience by calling XXX-XXX-XXXX. Cox believes to have provided a satisfactory resolution to his concern by eliminating the installation fee. We sincerely apologize for any inconvenience that this may have caused and appreciate the opportunity to address the matter.

7/6/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: 45% increase in monthly service with no changes to service, deceptive billing, change of agreement with no communication My Cox bill has just increased from $75.08/month to $109.51/month with no change in service. My son spent around an hour on the phone with them today trying to get an explanation of this increase of 45% in one month. At first they said it was a rate increase. Then they said it was due to loss of a "bulk discount" for "Cox TV Starter" lost when the senior retirement center I live in terminated service. I live in Bradford Village Retirement Center in Edmond and live in a separate cottage known as independent living. I have contacted the administration here and they have no knowledge of any "bulk discount" with Cox Communications for the independent living residences. I have always understood I am 100% responsible for all utilities, including cable television service. Cox is now telling me I have been receiving a $21.99 "bulk discount", plus applicable fees & taxes, from the senior center but with my June bill this discount has been terminated. They say I have never paid for "Cox TV Starter" even though my bills clearly state I am, and have been, paying for "Cox TV Advanced" which clearly states it "Includes Cox TV Starter". Cox tells us this has been included but I have not been paying for it because Bradford Village has been picking up the $21.99 and related charges the whole time. I have no documentation or anything else in writing that states this is correct. They said the bill shows that the service has been delivered at $0 charges but, in fact, the bill only shows the bundled price for "Cox Advanced TV" which "includes Cox TV Starter" and other services for the bundled price of $70.50 before this month's bill. I am asking you to investigate this matter and Cox's apparent deceptive billing practice. Are they or are they not "including" "Cox TV Starter" service in their "Cox Advanced TV" service, and either way, why are they not delineating the separate charges when they say some may be paid from some other source? If it is a "bundle" of services, how can it be possible some of it is not being charged? And if it is not being charged, how am I supposed to know based on the billing statements I have received from them? Not to mention just how expensive it has become to watch cable TV and how I have to purchase services I have little or no interest in just to be able to purchase the services I actually want. Cable service bundling is questionable at best, and I find it difficult to believe it has anything to do with my best interests. Thank you and I look forward to your timely response to this.

Desired Settlement: reinstate previously agreed to charges, refund of any improperly received charges including penalties, purge of any potentially negative notes in their customer information system, purge of any potentially negative credit information, compensation for any negative consequences incurred

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX In receipt of this complaint, Cox spoke with Ms. *****'s son to help explain and resolve this matter. We sincerely apologize for any inconvenience caused. We believe he is satisfied with our efforts to resolve this concern. Thank you.

7/6/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Promotional rate was not disclosed in the signing period. raised rates without notification. When called about it, provided no help whatsoever I have been with Cox for almost 7 years. Around the end of 2014 I contacted Cox to lower my bill as we were having financial issue. The rep helped me very well and provided decreased rate that suited my usage. Last april Cox started to charge me $66 instead of the initial agreed $42. This is not the right way to do business. When I asked the rep she mentioned that we are all human and the rep might have forgotten to mention the promotional info. This is not acceptable at all and deceptive marketing.

Desired Settlement: I need the charges reversed then and only then I would stay with Cox communication. Or else I would move to a different company and file lawsuit against deceptive business practices.

Business Response: Initial Business Response /* (1000, 5, 2015/06/23) */ Cox has spoken with Mr. ******** to explain this matter and we believe this is resolved to his satisfaction. We apologize for any inconvenience caused. Thank you.

7/3/2015 Delivery Issues | Read Complaint Details
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Complaint: We currently use Cox Communications as our cable service provider. Since we have switched to premium channels with a new contour cable box, we are unable to use any of the services the cable box offers including, On demand, Dvr, not able to rewind, fast forward, pause, or record anything. Unable to watch any movies. My cable box constantly turns off and will not work. The problem has been going on for well over a month at which time they have sent out 6 technicians to our home where we have had to clear our schedules and make ourselves available to them for hours at a time each time. Nothing jas been taken care of the problems have not been fixed and when talking with tech support on the phone about the problems they become rude and are not concerned with foxing the problem which my husband and I pay for every month. I need my cable to work and they refuse to fix the problem. I am being ripped off by payong for service that I am not receiving. Product_Or_Service: Contour cable box Account_Number: Cable Service

Desired Settlement: DesiredSettlementID: Other (requires explanation) I need my bill to be refunded in the proper amount since services were unable to be used. I need my services fixed so We are able to get what habe asked for and I would like an apology from the technician #XXXXX who was extremely rude and refused to get a supervisor or fix the problem.

Business Response: Initial Business Response /* (1000, 5, 2015/06/09) */ Contact Name and Title: ***** Exec Escal Contact Phone: XXX-XXX-XXXX We want to thank Ms. ****** for taking the time to file her concern. In receipt of this concern we attempted to reach Ms. ****** but we have not had the opportunity to speak with her. In review of this account, a service call was completed on 6/01/15 to address the reported service issue. Credits for the service issue were issued on 5/21 and 5/23 and were reflected on the June statement. Additionally, we apologize for any negative interaction they experienced with one of our representatives. This concern has been shared with the appropriate leader. While we believe this issue is resolved, should they wish to speak with us further on this matter, they may reach the contact provided on this form and we'll be happy to speak with them. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2015/06/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cox Communication came out to my home again, and the problems have still not been fixed, I am still unable to use the services which I am paying for. We have jad non stop problems with this service since we purchased the premium additions and the service provider refuses to fix the problem but continues to charge us. They have to my home every week and the problems still remain. Final Business Response /* (4000, 9, 2015/06/19) */ Our records indicate the customer contacted Cox on 6/15/15 with a channel issue and the issue was resolved by a Technical Support Representative. Should they still be experiencing a service issue, they may contact Technical Support 24/7 at XXX-XXX-XXXX or they may reach the contact provided on this form should they wish to speak with us on this concern. Thank you.

7/2/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: After being lied to by a Cox telemarketer and being overcharged by about $200, and after many unsuccessful attempts on my part, Cox won't refund it. On or about February 1, 2015, I was contacted by a Cox telemarketer who promised me 65 channels of cable each month for only $10/month, with NO installation fees, NO activation fees, NO ADDITIONAL FEES FOR MY CABLE whatsoever. Just $10/month plus my current internet bill of $68. My cable didn't work for at least two weeks, and required me spending a day waiting for a cable guy to come out and fix the problem (which I had been told was Cox's issue, not mine), but later I was billed for this service call. Fast forward to April 15th. Cox shocked me by withdrawing $356.11 from my bank account and I immediately called Cox. I do NOT recall signing up for autodraft, as they say I did, but even if I HAD I would only be authorizing LEGITIMATE charges, and not some outrageous amount approximately 5 TIMES MY NORMAL BILL. Also, I was billed a late charge in March, so I'm failing to understand how I could be on autodraft AND get late charges. I immediately cancelled my service after an hour and thirteen minutes of repeating my story to *******, ******** ****** and then ******. I was given an "Escalation Confirmation Number" of KSRXXXXXXXXXXXX and told that a manager would listen to the tape between the lying Cox telemarketer and myself, and that the manager would call me within 72 hours. Thankfully I did not hold my breath waiting for that call. Eight days later, I called back to Cox, and after an extremely long hold, furnished my Escalation #, but no one seemed to know what that was. The Billing and Loyalty Departments would not allow me to speak to a supervisor, but instead passed me around like a hackey sack. They did, however, tell me that I had two different refunds I would be receiving, but together they only totaled $110.54 instead of the proper amount of approximately $200.83. (the withdrawal included two months of internet, including a prorated portion). May 6, 2015, after again repeating my story multiple times and waiting in Hold Purgatory, I was finally allowed to speak to a supervisor (****, Operator # XXXXXX), who stated that the two checks had been mailed two weeks prior (for the installation, the late charge, and any prorated amounts after 4/15/15). I explained I had not received those two checks, and I also explained that I should be reimbursed for the $29.95 per month ADDITIONAL (or even the entire cable charges) which I never agreed to, at the very least (as well as all ADDITIONAL fees that I was promised I would never be charged), and while **** acknowledged that the telemarketer was misinformed and had given me inaccurate information, and even that the $34 activation fee was a mistake on the part of the technician, he would not be reimbursing me for everything. He did offer a partial credit of $5 for February. Instead of being charged $20, I was charged over $200. It is 6/16/15 and I have received one refund of $68.06.

Desired Settlement: By Cox taking $356 out of my account that I would have never authorized in a million years, it has caused a domino effect including Bank NSF charges, two credit card late payment fees ($70 plus additional interest and a tick on my credit report because I didn't have the money in my account to pay them because Cox had my money). At the very least, I am asking to be reimbursed for any and all charges related to the cable (including all service charges, activation fees, one-time fees) which in my best estimation is $200.83 (which may not include taxes, surcharges and fees collected on the cable charges). I am also asking to be reimbursed a $27.00 NSF fee. I am also asking to be reimbursed $70 for two credit-card late payment fees (which I was unable to pay my bill because Cox had my money). Cox has provided me the worst customer service EVER, and especially **** (Operator ID XXXXXX), who said he did not have a supervisor or manager above him when I asked to be escalated or to know his manager's name (and I KNOW he's not the president or COO).

Business Response: Initial Business Response /* (1000, 6, 2015/07/01) */ Cox had the opportunity to speak with Ms. ***** upon receipt of her concern. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the matter. Initial Consumer Rebuttal /* (2000, 8, 2015/07/02) */ (The consumer indicated he/she ACCEPTED the response from the business.) Cox is reissuing a credit which I should receive in the next couple of weeks. ******** was very patient and understanding, was able to check into the issue and respond quickly and I feel satisfied with the response. For others who are having any difficulty getting their issues resolved, you will get excellent service from her at: Cox Communications Executive Customer Resolution Specialist, Central Region Phone XXX-XXX-XXXX Fax XXX-XXX-XXXX Email: ***********************@cox.com

6/29/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Was billed for termination fee when I still have active service I had cox home security in my name and wanted to transfer it into my wife's name instead and was told it wouldn't be a problem but I needed to go to a cox solutions store so I did and instead of transferring my account into my wife's name they canceled my account and setup new service at the same address under my wife's name which caused me to have a termination fee. I shouldn't have been charged a term fee for just transferring the account into my wife's name and since it's still active at the same address. I have called in numerous times and they have said it was a mistake and they will take care of it but I keep getting the bill in the mail and I've called every time I've received a bill and it's suppose to be fixed and that I would get a call back but I've never gotten a call back and now I have a final notice that's in danger of going to collections

Desired Settlement: Just want bil to be cleared

Business Response: Initial Business Response /* (1000, 5, 2015/06/16) */ Cox had the opportunity to speak with Mr. ******* upon receipt of his concern and believe to have provided a satisfactory resolution. We sincerely apologize for any inconvenience he may have experienced and appreciate the opportunity to address the matter.

6/24/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Refusal to refund Long Distance phone charges, and not given written or Oral notice of rate increase. My billing statement dated January 09, 2015 showed Long distance charges of $23.04 which I made. Then on my February 10, 2015 statement I was again charged $11.16 for Long distance calls I did not make. I made contact with Cox concerning this matter and was told I would get an answer in 7-10 days via telephone, I got no such call. In May 2013 I went to a Cox pay site on 23rd Avenue Okc, OK and was told after checking my file that Cox had confirmed the charges and that the call came from My phone. Cox claims that the system report verified the call was made by me, no chance of error the system is perfect no chance of mistake. Calls were to Detroit MI, and Pine Ridge SD. Two calls to Detroit were shown on my bill as being made at the Exact same date and time to the same number for the same duration of the call. Calling Two numbers from a single line service such as I have should be impossible, Cox stands by it's system. My being charged for calls that could not have been made at the Exact same time shows fault in the system, or a Blatant Refusal by Cox to refund my payment which I did make. Living on a Limited SSI monthly income, having money stolen by Cox does cause financial problems. The phone numbers I was billed for are; XXX-XXX-XXXX, and XXX-XXX-XXXX, and XXX-XXX-XXXX. My billing state shows calls made to both numbers were made at the Exact same time, date, and duration. A simple visual examination would have solved the issue, Cox show no concern for the costumer, Just Money. Thank You.

Desired Settlement: A refund of money paid or credit my bill.

Business Response: Initial Business Response /* (1000, 5, 2015/06/24) */ We want to thank Mr. ******* for taking the time to file his concern. We sincerely apologize for any inconvenience caused. We have spoken with him on his concern and believe he is satisfied with our efforts to resolve this matter. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2015/06/24) */

6/15/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: I called Cox communications today 5-16-15 and spoke to **** about a $33.00 charge on my bill. Last Month I paid $83.++ which I dispute. **** could not tell me what constituted the $83 charge last Month and put me on hold to speak to tech department. *** came on the line and told me the total tech charge was $99 which was broke up in 3 payments of $33 each. When I called Cox about the problem of pop ups that made me think were some kind of spam pop ups telling me I needed a tech agent to assist me, I insisted to each representative I spoke to that day that I would not pay for their help and requested that I would not be charged for the help that day. I was assured I would not be charged. What they did for me did not correct the problem and I had it throw me off internet while I was speaking to Dana today. Today I told *** I will not pay the $99 charge and asked him to remove it. He refused stating that he is unable to remove it. I requested it more than 3 times. He refused to remove it.

Desired Settlement: DesiredSettlementID: Refund I want the $33 I paid in April, 2015 to be applied to my future bill and the remaining $66 to be removed.

Business Response: Initial Business Response /* (1000, 10, 2015/06/11) */ Cox had the opportunity to address the concern with ** ********* and believes to have provided a satisfactory resolution to the matter. We sincerely apologize for any inconvenience this may have caused and appreciate the opportunity to address the issue. Initial Consumer Rebuttal /* (2000, 12, 2015/06/13) */ (The consumer indicated he/she ACCEPTED the response from the business.)

6/1/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: i got a bill with unknown charges on it . i called cox to ask about the charges . when spoke with customer service rep they advised me it was charges i called cox to ask about the charges . when spoke with customer service rep they advised me it was charges transferred over from a previous account from an old address . i advised customer service rep that i had paid my old account off in full in order to even continue to transfer my services over to my new address they advised me i would have to make my payment at the time and i did . this payment they are just now asking for is from jan 2015 its now 4 months later , i now have a new account and cox is just now trying to bill me for something i already paid for . cox advised me that if i could get my receipt from 4 months ago they could remove the charge and serve me a refund . when i advised them i did not have a receipt from that long ago they said there was nothing left they could do but charge me again . i always keep my receipts but being an old account i no longer have that receipt for that time . I always make my payments at a pay-site at any 7 eleven with no problem . i did try calling pay site customer service number to see if they could locate this receipt for this time 4 months ago . pay site advised me they do not keep record that far back . so now i called cox back and they are wanting to charge me again for what i already paid on an old account . My cox services are on to this day 5/13/15 and i tried explaining to them my services would not still be on in the first place if i never would have made that payment they would have never transferred over my services to the new address. i have been a loyal customer for over a year now . please look into this and help thanks

Desired Settlement: i don't believe i should be charged again for something i already paid for 4 months ago on an old account just because they cant find any record of it . it just makes no sense to me because they would have never transferred over my services in the first place if my old balance on an old account was not paid for at the time . after making the payment the same day i remember them coming out the same day to turn my services back on .

Business Response: Initial Business Response /* (1000, 5, 2015/05/21) */ Ms. ******* transferred services from **** W ****** Rd **** to *** ** **** ** ** on March 3, 2015. The final balance for services at ****** ** amounted to $196.28. This balance was transferred to Ms. *******'s new account and billed on her first statement. The transferred balance was broken down by service, labeled as "Balance Transfer from Old Account" on the bill. The new statement totaled $392.21, which included the final balance from Ms. ********** former account along with service and installation fees for the new account; due by March 26, 2015. Cox received a payment of $160.50 om March 6, 2015. The remaining balance carried over to the following bill. Cox had the opportunity to speak with Ms. ******* in receipt of her concern to review the disputed charges on her account in explanation of their validity We sincerely apologize for any frustration and appreciate the opportunity to address the matter.

5/25/2015 Advertising/Sales Issues | Read Complaint Details
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Complaint: Account- XXXXXXXXXXXXX Cox told me my Sept. payment was returned in Oct. but on my statment it shows the payment went through and I have paid it. Account- XXXXXXXXXXXXX I got a letter months saying a payment was returned. I called and was told my Sept. payment was retuned. I told them it wasn't I show the charge went through. I was told it was being looked into. I never heard anything back. I called again and again and again. If you look at my account history I don't have returned charges before this. I also don't have credit card balances anywhere never the limit ever for a payment to be returned. Finally, I lady gave me the card number that was used. It wasn't my card number. She was going to look into and get back to me. Still nothing. I have spent numerous hours trying to resolve this error, that I did not do and in the meantime I'm ignored and sent to collections. I've gone through all my credit card statements even though the card number the lady gave me didn't match and I don't show any declined payments. Cox is saying my Sept. payment was returned and this is on my Oct. statement. I show the following below placed on 9/11 on card ending 7018. - It was not returned. I can show proof on my statement. Someone at Cox did something and I'm paying the price. I want my balance zeroed out as I'm not responsible for the $30 return payment charge. After that I owed 145.99 and in Dec. I paid 146.00 also shown below. Someone needs to respond immediately...unlike all the other times. I'm tired of my credit being tarnished for something I did not do. I paid my bills. 09/11 COX*OKLAHOMA COMM SV XXX-XXX-XXXX OK 158.87 12/15/2014 ACH Debit XXXXXXX COX COMM OKC BANK DRAFT ******* Fiorda-Bell $146.00 $7,105.30 ******* ***********

Desired Settlement: I want this collection removed from all bureaus. I want my accouant balance updated to zero as you can see the balance were paid and the $30 charge should not have happened. I'm not paying that. I can send in my actual statments showing this payments if needed.

Business Response: Initial Business Response /* (1000, 5, 2015/05/13) */ Contact Name and Title: ****, Exec Escal Contact Phone: XXX-XXX-XXXX In receipt of this concern, Cox attempted to reach Ms. ****** by telephone but we have not had the opportunity to speak with her. Cox records reflect receiving the payment referenced in her complaint however there was an outstanding balance remaining that was sent to Collections. On May 12, 2015 Ms. ****** made a payment for the remaining write-off amount. We believe this issue is resolved to her satisfaction, however should she have further questions or concerns she may reach the contact provided on this form and we'll be happy to speak with her. Thank you.

5/18/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: COX Communications is charging me an extra month of service they're not entitled to. I get a different story every time I call them. Account #XXX XXXX XXXXXXXXX I signed up for basic internet service with COX Communications in July of 2014, it was supposed to be the slowest, cheapest, internet option available at $35 per month. There was no promotional offer of any kind. Starting February 2015, COX upgraded my service without notifying me or asking my consent. They claimed I was on a promotional service for 6 months which is NOT true. One of the contingencies of me signing up, was that my bill would not go up in the future, there was no promotional deal. In February, when I called to complain about it, they agreed to put me on a fixed payment of 39.99 a month, and downgrade my service to slowest possible speed, which is what it should have been at any way in the first place. However they did not remove the extra billing for that upgrade. One month goes by and I call back in March because I still have that extra amount on my bill. This time, they try to claim I never paid Novembers bill. I was late in September 2014, but I made a double payment in October 2014. I talked to customer service for almost an hour trying to resolve the issue. I was connected to a supervisor, and he supposedly fixed it. He said if I made my normal payment of $34.99 he would credit back the overcharge and Aprils payment would be on track for $34.99. So I made the payment, and then when I got Aprils bill, the credit WAS applied, but they added an additional monthly charge to make the total still one month more than what I was supposed to pay. Its corrupt business practices at its best. I have my checking account charges to back up my claims, I have not missed a single payment and they claim I have. This is what my checking account shows 03/10/15 $34.99 02/10/15 $34.99 01/12/15 $34.99 12/11/14 $35.97 10/23/14 $75.00 08/22/14 $108.49

Desired Settlement: I would just like to move forward with my monthly service of $34.99 and have them remove the overcharge for November which they now claim I owe.

Business Response: Initial Business Response /* (1000, 5, 2015/05/06) */ Upon receipt of this concern, Cox had the opportunity to speak with Mr. ******. Cox believes to have provided a satisfactory resolution to his concern. We sincerely apologize for any inconvenience and appreciate the opportunity to address the matter.

5/4/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: The company has charged me $94 w/o proper reason, threated me saying "will be turned over to a third party collection", and doesn't respond to my mail I disconnected the internet service with this company, and later this company charged me $94.18 insisting I didn't return any Cox-owned equipment immediately. But I never purchased any equipment from Cox and tried to explain this calling Cox service center more than 4 times. Whenever I called there, the employee said "I'm sorry and we will remove this if we find the proof you didn't purchase from us." and never respond again after this call. During that time, I kept receiving 'notice letter(ACCT #XXX XX XX XXXXXXXXX)' saying 'pay your balance. If you don't, your account wull be turned over to a third party collection agency.' After then, I changed my mind to contact them by e-mail. I sent e-mails to them three time. Whenever I sent e-mail, they said "I have forwarded this information to our eqipment research department." and didn't follow up. I'm so tired of keeping contacting with them, and worring about turning over a third-party collection agency without no reason.

Desired Settlement: I just want this company removes my balance of $94.18 from this account. Or, this is my mistake, they must show me the proof that I purchased the moder from this company.

Business Response: Initial Business Response /* (1000, 5, 2015/04/21) */ In review of this account, **** **** spoke with a representative earlier today and the billing issue is now resolved. In receipt of this concern we contacted the customer via email to provide a direct point of contact should they have any further questions or concerns. We sincerely apologize for any inconvenience caused.

5/4/2015 Delivery Issues | Read Complaint Details
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Complaint: I have been a cox customer for many years. I was in a contract for home security but had to move out of the cox service area for a job transfer. When I called to cancel my home security/Internet and cable I was told that my early term fee for my home security would be waived b/c "it's not your fault that we don't offer service in the area you live". The person that I spoke with submitted a form for the fee to be waived and said someone should call me in the next 24 hrs. Never heard from anyone so I called the next day and again was told they would submit a form to have the fee waived. I assumed it was taken care of until I got a call this weekend saying I had a past due balance of $600+ dollars. I explained everything to the rep on the phone who agrees this charge was "outrageous" and "too much" and that it would be taken care of since inhale them a forwarding address and they don't offer service in my area. No was told by SEVERAL people it would be waived. Well someone from the home security dept called me back and said "unfortunately we do not waive early term fees and I'm sorry you were told that but hey we're wrong. I said the person i JUST spoke with before you said he saw in my notes wherein was told it would be waived so they had to honor that. All the rep was saying was "unfortun that's incorrect." I didn't get anything solved other than they are a bunch of lying idiots who don't know what they are doing.

Desired Settlement: I was the $600+ early termination fee removed from my account. I should not have to pay since they don't offer service where I moved and since I was told it would be waived.

Business Response: Initial Business Response /* (1000, 5, 2015/04/29) */ Cox has spoken with Ms. ******* on this concern and we believe this is resolved to her satisfaction. We sincerely apologize for any inconvenience caused. Thank you. Initial Consumer Rebuttal /* (2000, 7, 2015/05/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) I wanted my early term fee credited to my account. They did that for me.

4/23/2015 Problems with Product/Service | Read Complaint Details
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Complaint: We have had on our suites 3,4 the same issue for over 2 years now. Internet is out and has cost us much money, plus employee frustration. Starting over 2 years ago, we had issues with our internet, which our phone system, and employees completely rely on. Starting in 2012, Cox told us to replace the equipment, which we did. Temporarily, it worked, but resumed to cut out, which included our phone system (not with Cox, but a Voice Over IP Phone with a different company), which is tied to the internet, and our servicing of accounts, which is tied to the internet as well. I don't have the exact dates, but Cox, since then, has been to our office an average of 1 time every 2 weeks. We have had internet down for days at a time, which Cox claimed they had fixed, and then almost immediately would start back cutting out or working too slow. Our internet package with Cox is operating at 50% when we researched. Again, this has cost us a lot of money, loss of clientele due to not being able to service the accounts, plus managerial issues with frustrated employees due to zero internet. This has been reiterated over and over for over 2 years to Cox. What really bothers me is on January 20th, the internet went out, and currently is out on our Suite 3, and I ran the issue "up the line" again with Cox management. I spoke to a technician by the name of *****. ***** explained that this would be a last ditch resort that is could be noise and that Cox would need to monitor this. I asked him why they had never thought of this over a more than 2 year period. He stated he had no idea why they had not. Cox kept telling us it was an IT issue we were having with our systems over prior to. I had connected Cox with our IT person and they realized it was completely on their end. Cox, since then, has not resolved this major issue we have been enduring for over 2 years. I have not been stoic about this, but yet extremely professionally explicit as to how much money and time they are costing us. I tried to get another service provider AT&T Uverse, but they are not providing service in this location as of yet. Unfortunately we are all stuck with Cox, which has shown very little initiative to fix our problem. Lastly, Cox stated they fixed this problem on the 22nd of January, 2015 (last week). Yesterday the 29th and today the 30th, the internet has been completely down in suite 3 and running EXTREMELY slow in suite 4, which has cause our phone systems to go down and servicing to be delayed for hours at a time. As a business owner, I am completely and utterly frustrated with not just Cox Communication's service, but their lack of diligence and initiative on getting this matter resolved, especially when they have had over 2 years to do such. I will finish up with this, Cox was supposed to have come by midmorning or later this morning. They open at 8:00, one of our agents came to the office at 8:05. There was a note on the door that Cox came by. They must have only knocked then left, but yet they told me after 10:00 they would arrive. I never received a phone call from them or any correspondence. It is the same song and dance, that they showed up to resolve it, but no one was there. They have my cell, not a phone call or waiting a few minutes. They know how much we are suffering financially when the internet is down and they just could care less.

Desired Settlement: I want this issue fixed. We have no other options for internet service, but only Cox. Over 2 years of continuously servicing and stating they have it resolved over 15 times (after we replaced the equipment with brand new equipment, and had our IT and Phone Company get involved for fees) is plenty of time to show that they just don't care that a business client loses money due to their poor service and customer service. I am not wanting a settlement, I am wanting this fixed. Please can someone help us. I am in desperate need of BBB's help in this matter. I don't pull this card and only have 1 time in my life 2 years ago against Intuit QuickBooks, which totally was legit. I have given Cox the benefit of the doubt for over 2 years and have realized and feel my patience has been taken advantage of. Thanks. Sincerely, ****** ****

Business Response: Initial Business Response /* (1000, 5, 2015/02/17) */ We've had the opportunity to speak with Mr. **** upon receipt of this concern and believe to have met a satisfactory resolution. We apologize for any inconvenience. Initial Consumer Rebuttal /* (3000, 7, 2015/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is not fully resolved. Internet has been slow on and off. They were out here yesterday working on the lines. Will let you know once it is fully complete. Not satisfied yet. Final Business Response /* (4000, 9, 2015/03/12) */ We are sorry to learn of continued service issues. Cox had the opportunity to speak with Mr. **** upon receipt of this concern and are working with him to achieve a resolution. Cox apologizes for any inconvenience. Final Consumer Response /* (4200, 11, 2015/03/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) We just need it fixed please.

4/13/2015 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I was charged for two service deposits, one applied deposit, and a professional-installation-telephone charge for initial service. I had called on December 27, 2014 to get service started. I had previously cancelled and transferred my service in May, 2014 to have my phone, basic, and internet bundled into my girlfriends accounts. I cancelled my service because I chose to use her account for our living situation. I had to get my own service started at my house again on December 27, 2014. I was told that I would be able to get an account going again. They tried to run my credit report without asking me first. They did take all of my personal information. I was assuming that since I had an account with them previously and paid my monthly payments on time that, I would not have to pay a deposit or have my credit ran. After that, I told the individual that I wanted basic cable, home phone, and basic internet and he informed me that I had to pay a $50 deposit. I gave the individual my debit card number to pay for the deposit to get the service started again. The appointment was made for December 30, 2014 in the after noon. When the technician showed up he had trouble getting my old phone number going again, even though I had the same phone number through Cox since May, 2011. The technician spent over two hours trying to get my phone number working. The technician ended up giving me a new temporary phone number until they could figure out why my old phone number would not work. I ended up waiting for over two weeks for my home phone number to be active again. When they finally got the phone line working again, they told me that all that had to be done was the phone number activated again. The other problem is that when the service was switched over During the month of May, 2014 The technician that installed all of the cable outlets, accessories, and DVR's took my personal cable modem. I have called Cox Communications about my modem and they have told me that I would have to find my receipt for the modem that I bought. I was also told by Cox that they would pro rate the value of my modem with today's value when I bought it, as to how much they would reimburse me for it. They also said, that they would not be able to find my modem because they put them in a warehouse and would not be able to find it. I am getting charged $6.99 a month for a cable modem, when I used to own my own modem. Complaint #1 I was charged $210 for deposits. Complaint #2 My phone was not active for over two weeks. Complaint #3 The technician took my modem and now I get charged $6.99 for a modem. Complaint #4 I was charge $25 for making a long distance phone when it is suppose to be included in the monthly phone charge.

Desired Settlement: I would like a refund as follows: refund for two service deposits of $50 each =$100 refund for one applied deposit of $50 each =$50 refund for one professional installation of the telephone of $60 each =$60 refund for the modem charge at 10 months of $6.99 each=$69.90 Also, I would like the modem that is at my house right now to be given to me and not be charged for a monthly fee. total refund $279.90 and given one modem for free.

Business Response: Initial Business Response /* (1000, 5, 2015/03/26) */ Cox had the opportunity to speak with Mr. ***** upon receipt of his concern. Cox feels that Mr. ***** is satisfied with the resolution. We sincerely apologize for any inconvenience.

4/13/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Just another customer On or around 20MAR15 I contacted Cox to have my service switched from my old residence, *** ** **** ****** ****** *** XXXXX to my new residence, XXXXX SE 18th St. Choctaw, OK. XXXXX. I was notified that it would take 3-5 days to verify if my new house is serviceable, not an issue as me and my family were not moving into our new residence until Feb 29th. A week went by and no phone calls to me were made on behalf of Cox. I contacted Cox and asked for an update and I was given the green light to schedule an apt for installation. The polite and courteous installer was at my new house on 27 Feb ready to get to work. The Installer was unable to provide me service because my house is too far away from a post. I asked how could that be, my house was listed as 'serviceable' since I was able to schedule an installation date. The customer service tech inputted my house number as XXXXX ** **** street, NOT XXXXX. Apparently the customer service tech couldn't find my house so he inputted one that did come up and used that instead. Every day I have been calling Cox for an update and finally heard this morning that I have to wait another 30-45 days for someone to install a new post; the ticket was assigned to engineering on 10 March. Almost a month has gone by now and still no word from Cox as to when they will install a new post and be able to provide me service. I also found out that my developer (Ideal Homes; Sundance edition) contacted Cox in October 2014 to run these said lines. My wife has school and the security of my home and family are in question because I am unable to have my security system installed since I have no phone line. How long do I have to wait to get service? It should not take 30-45 days to dig, and bury a line. Over 5 months have lapsed between the initial contact...5

Desired Settlement: I want a line ran to my house so i can be 'serviceable'

Business Response: Initial Business Response /* (1000, 8, 2015/04/01) */ Cox has spoken with Mr. ******* on this concern. The pre-work for his install was completed and an order for installation was scheduled and completed. A courtesy credit was also issued due to the experience he presented. We sincerely apologize for any inconvenience caused.

4/13/2015 Billing/Collection Issues
3/30/2015 Advertising/Sales Issues
3/23/2015 Advertising/Sales Issues
3/23/2015 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Cox communications has been billing me for an "HD" box and insurance and a "vance" package since 2012. I have none of these products. I have called cox on 1/27/15, 2/5/15, 2/8/15, 2/11/15 and today without resolution. Cox continues to say that they are "researching" why their computer shows I have this equipment/services when I do not. I was told on 1/27/15 that I would receive a credit of $479.00 for inacurrate services billed since 2012. As yet, that has not happened. I physically returned my dvr box to the physical cox location on 23rd st in 2012. This is where the glitch seems to have begun. Cox says they have a work order where a cox tech came to my house and "switched out" equipment. The only equipment "switched out" at my home was a faulty remove control 2+ years ago, rewiring of inproperly installed cable wiring and an addition of a cable line to a bedroom. I have added wifi, like 2 yrs ago. That's it.So. Have been told that they verified that I returned the dvr box to the store, that I was to get a credit, that the first rep filed the requisition wrong and it needed to be done again...etc. Basically, they have not done what they said they would do. i have been a Cox customer for 12 years in OKC and 10+ years in Tulsa, OK. Unless this is fixed, I am done. They have wasted my time and my patient. No resolution as yet.Thank you,** *********** ** *** **** Product_Or_Service: cable/wife/land line Account_Number: XXX-XXX-XXXX

Desired Settlement: DesiredSettlementID: Refund I would like to have a tech come to my home, as to verify that I do not have a "HD" box and that I do not receive any channels beyond 65. I would like a credit for the services of which I have been erroneously billed. This sum should include for the HD box, chanels greater than channel 6 and for any associated taxes/fees on an eroneous billing statement.I would like a verbal apology from a Cox manager for the gross mishandling of this issue causing multiple hours of my time and frustration.

Business Response: Initial Business Response /* (1000, 5, 2015/03/03) */ This case is currently in review. Cox has been in contact with Ms. ********** and will continue to work with her through the investigation of the equipment dispute. We apologize for any inconvenience. Initial Consumer Rebuttal /* (3000, 7, 2015/03/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) My name is not *************** another example of their incompetence and poor customer support or services. I have not received refund as told by cox, nor have I received copy of statement, saying " box"'had been brought to my home, again, as told I woul receive within 30 business days. Only documentation cox has is for " work order", and also, at the same time, verification that DVR box returned to location on 23rd and Penn, hence, no " switch out of equipment". If cox is going to use subcontractors, then cox should've responsible for their fraudulent conduct. The subcontactors pay is based on what subcontractor enters in the computer. Clearly false in this situation. I am deeply saddened by the lack of due diligence and irresponsible behavior that has been condoned by the inadequate practice of cox communications. I have been a customer for over 20 years and have never complained, much less had to file a complaint and/or expend the unwarranted time that I have spent since this started. Shame On cox communications. **** *********** Final Business Response /* (4000, 11, 2015/03/23) */ We apologize for our error in mistyping Ms. ***********'s last name in the prior response. Cox had the opportunity to speak with Ms. *********** proceeding the rebuttal. In review, a field service technician completed an order to downgrade her equipment from an existing DVR receiver to an HD receiver on September 20, 2012 in response to a request Ms. *********** submitted by phone that same day. Additionally, a fee for the service call to swap the equipment was printed on her October 2012 statement, which she paid. The statements beginning in October also reflected the service fee for the HD receiver issued on September 20, 2012, along with payments for such. Upon customer contact on March 5, 2015, a Cox representative removed a fee for the HD receiver disputed by Ms. ***********. A representative also submitted a request for a credit to cover the time she had been billed for the receiver since its installation in September 2012. As Cox found no record of the box being returned, the credit request was denied. Although the box was not deemed to be returned, Cox removed the box from Ms. ***********'s account on March 11, 2015 to avoid a non-returned equipment fee. We sincerely apologize for any frustration or inconvenience.

3/16/2015 Delivery Issues
3/16/2015 Billing/Collection Issues
3/13/2015 Advertising/Sales Issues
3/9/2015 Problems with Product/Service
3/3/2015 Advertising/Sales Issues
2/27/2015 Problems with Product/Service
2/23/2015 Delivery Issues
2/10/2015 Billing/Collection Issues
2/10/2015 Problems with Product/Service
1/30/2015 Delivery Issues
1/28/2015 Advertising/Sales Issues
1/26/2015 Advertising/Sales Issues
1/9/2015 Advertising/Sales Issues
1/7/2015 Billing/Collection Issues
12/29/2014 Delivery Issues
12/24/2014 Advertising/Sales Issues
12/8/2014 Advertising/Sales Issues
12/5/2014 Problems with Product/Service
12/2/2014 Billing/Collection Issues
11/17/2014 Billing/Collection Issues
11/11/2014 Billing/Collection Issues
11/10/2014 Delivery Issues
11/10/2014 Advertising/Sales Issues
11/6/2014 Problems with Product/Service
11/3/2014 Problems with Product/Service
10/27/2014 Advertising/Sales Issues
10/17/2014 Billing/Collection Issues
10/17/2014 Advertising/Sales Issues
10/15/2014 Guarantee/Warranty Issues
10/10/2014 Advertising/Sales Issues
10/10/2014 Advertising/Sales Issues
10/7/2014 Delivery Issues
10/7/2014 Problems with Product/Service
9/29/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: My issues contain all of the options to select however I could only choose 1. I'm having multiple issues with Cox I have had to take days out of my week every week for 3 years for Cox to fix their issues! They recently told me they were going to install Contour and do so at no charge. I received a charge on my account! Then once they installed it none of the recording features work, we can't even pause the television, the caller if does not work. I have spent far to many hours for Cox to charge me anything! I have done all the work to get any of this running! I'm tired and do not want specific people working for Cox in my house! I don't trust them at this point. ***** ***** is not to come into my house or on my property! I do not want or expect to be charged I'm told is free to me! You can reference **** at

Desired Settlement: (XXX) XXX-XXXX is ****'s number this site does not work well with iPhone. The settlement I want is good customer service, I do not want to be Hungup on when I call because reps are to lazy to help. I want what I'm paying for! I want for when Cox comes out to do work, the work is done properly. This is effecting my health and my relationship with my family and friends. I'm angry all the time.

Business Response: Initial Business Response /* (1000, 5, 2014/08/28) */ We have spoken with Mr. ***** and confirmed the install charge in reference has been credited. We apologize for this issue. Thank you. Initial Consumer Rebuttal /* (3000, 12, 2014/09/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had resent a complaint regarding all the issues with the contour service and them selecting this one to respond to explaining how I had trouble with the iPhone and the BBB site is a perfect example if the poor service I'm having and getting from cox. I'm having problems everyday all day with my contour boxes and it's obvious that they are being interfered with by cox employees, none of the boxes have worked since their installation and 10 minutes before they arrive they all work, 10 minutes after they leave they all quit working and haven't worked. The deal with the installation of contour charge is taken care of because I took care of it! If I hadn't called they would have left the charge on! Cox is proving no help and worry nothing about this customer! Nobody I know has these problems I have with the boxes! I have made complaints to the BBB regarding cox and since then everything is worse. It's effecting my health, my fa Final Business Response /* (4000, 16, 2014/09/15) */ We have spoken with Mr. ***** on his similar concerns to our Corporate office. We apologize for any frustration caused and have diligently worked with Mr. ***** on his reported issues. Thank you.

9/16/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I'm not telling you about MY problem. What I am communicating is THEIR problem and "I" had nothing to do with starting the matter myself as "I" am honoring MY end of the contract agreement whiel COX is not. I have received an undated letter in an undated envelope with a return address of **** **** *********** ******** ** XXXXX signed by *** ********* that nobody at Cox knows exists or has a phone number for contact puposes...how is THAT possible ? The letter states, i part, that ...Cox regularly charges a standard monthly Modem renal fee of $6.99 for Cox provided Internet equipment when telephone service is no longer included....and Because your Cox Digital Telephone is no longer active, a $6.99 monthly Modem rental fee will begin to appear on your bill after 30 days unless you take other action. Well, here is my "other action" I am taking....I point to my billing statement where under the category of "INTERNET" is printed the word: Cox High Speed Internet Preferred "Includes: Preferred Internet Service, Download speeds up to 50 Mbps, (DOCSIS 3.0 Modem required), Free cloud storage, PowerBoost (R) for large downloads, $48.79. (continued below) Product_Or_Service: Internet service

Desired Settlement: DesiredSettlementID: Other (requires explanation) I am already billed for my internet Modem as evidenced by my billing statement and the agent who put my package together made no mention of future charges or changes to my contract or service based on my terminating telephone service.....if such was the case it would have been expalined at that poit ansd I would have made good on my threat to terminate service then and there as I had told him from the start of our negoitaions that "IF" I was satisfied with what he was proposing I would have a new provider of services starting tomorrow and that was when he put forward this contract/agreement and the issue of the Modem is mute as it was/is and how the service was to be provided in the first place. I allow one week for a response as nobody from cox has returned my call on this complaint and I doubt that they will.....I beleive I am looking at termination of services due to fraud and deceit.

Business Response: Initial Business Response /* (1000, 5, 2014/09/15) */ We have spoken with Mr. ********** upon receipt of this concern.

9/15/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I was not given the rate for a 6 tuner cable box that I was promised by the technician during installation at my home. Cox cable was installed in my home on 8/29/14 by a third party Cox technician. The technician installed a two tuner box which is what I ordered. The box went bad and another technician came to my home on 9/8/14 to install a new two tuner box. When he arrived he stated that Cox does not supply his company with two tuner boxes and he needed to install a six tuner box. I asked him if I would be charged for the six tuner box to which he replied no and that I would be charged for the two tuner box and that this happens all the time. I called Cox to ensure I wouldn't be charged and the service representative stated I am being charged for the 6 tuner box which is $8 more per month. I was told by the technician this would not occur and now Cox says I either have to pay the extra money or spend even more of my time by getting yet another new box when I was promised that wasn't going to be the case.

Desired Settlement: I would like to be charged the price I was quoted by the technician (a six tuner box for the price of a two tuner box).

Business Response: Initial Business Response /* (1000, 5, 2014/09/12) */ We have spoken with Ms. ****** in regard to this matter and sincerely apologize for the inconvenience.

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Our internet goes down same time everyday comes back on then goes off again, sometimes comes on to slow to even use the internet. Account #:XXX-XXXX-XXXXXXXXX Internet started going off in July for a couple hours then they said it was our modem and wanted to send a service man out. We call back in and the automation said we were in a outage area. Each time below we have called in sometimes twice: August 7, 2014 off 5:30 to 7:30 August 11, 2014 off 9:30 went to bed don't know when it came back on. August 13, 2014 off 3:24 to 4:01 off 6:42 on 6:49 off 6:50 to 7:03 off 9:29 went to bed don't know when it came back on august 14, 2014 off 3:58 to 4:47 We called in twice first time they blame our modem then the next time they said it was them and we were in a outage area. Off this morning August 15, 2014 when my husband tried to get on don't know for how long since he didn't try again. We have been loyal to this company for 20 years and never been late with our payment for their service.

Desired Settlement: Like to get this month free and $20 off what we owe them every month. Like the service to stop being interrupted immediately.

Business Response: Initial Business Response /* (1000, 9, 2014/09/03) */ We are sorry for the delay in response and sincerely apologize for any inconvenience presented to Ms. *******. We spoke with Ms. ******* on 8/15 in regard to her issue. At that time, credit for 2 months of service was applied toward the account. Our field team was also in touch with the customer to discuss their findings and work on the issue. Should any issues resurface in the future, we encourage the customer to contact our technical support group at XXX-XXX-XXXX.

9/15/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I requested service for a faulty or weak TV signal. A Cox service tech came to my house and was unable to correct the problem. He, however, placed an amplifier on my TV which resulted in my television being ruined. A subsequent Cox service representative confirmed that placing an amplifier on a TV without an amplifier splitter will in fact ruin a TV. ! have made many calls to Cox, none of which were returned.

Desired Settlement: DesiredSettlementID: Other (requires explanation) Replacement of TV

Business Response: Initial Business Response /* (1000, 5, 2014/08/29) */ We are in receipt of Mr. ******'s damage claim and attempted to reach him on August 5 and August 19, 2014, providing him a direct contact to assist with this issue, however we have not had the opportunity to speak with him on this matter. We will continue to try to reach him.

9/15/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: This company cox network is charging me things on my bill that didn't happen they have they turned cable phone back on they didn't and charging me for My cable internet phone was shut off beginning of Aug yes I owe for July but the first week of Aug they shut it all off but continue to bill me months of service I am not getting they are charging me for Aug and Sept and they are charging tv reactivation and telephone E reactivation and none of it was turned back on its been off sense first of august

Desired Settlement: Not being charged for service I didn't receive and they charged 40.00 for reactivation and that's a lie my service was not turned back on they charged my number 28.99 to a call in Mexico and I don't know anyone in Mexico that didn't happen either I know of other people having trouble with cox adding things to their bill that didn't happen

Business Response: Initial Business Response /* (1000, 5, 2014/09/03) */ We have spoken with Ms. ****** and explained the billing for our services as well as the charges and credits that posted to her account since her last statement. We believe she is satisfied with our efforts to resolve this concern. Thank you.

9/3/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: We were charged twice for the same bill and was debited twice in our banking account. Cox will not refund the money back to us in a prompt manner. We always pay our cable bill online and on time every single month. For some reason, this month Cox Communications debited our checking account for the same bill twice causing the account to be debited in 235.90 two times on 8-25-14. Needless to say, this is causing a financial burden for us as we are without our grocery money until we get paid again and we have four children to feed. I promptly called Cox about the issue on Monday, 8-25-14, and was told by the Rep. that she would have the money refunded to our account and it should take no longer than 72 hours but usually occurs earlier. It is now Thursday 8-28 and I have not been refunded the money so I called Cox again and was told a completely different story. I was told today that they can only refund our money by putting a check in the mail and it would take up to 15 business days. I explained that I cannot wait that long because I need money now to feed my family but the Rep. said there is nothing he can do to get us the money any faster. I explained the unfairness of the situation and that this was their fault for taking my money twice because I did not agree nor submit to pay more money than was owed on my bill and then the Rep. admitted that there was a glitch on there end that they have been made aware. I believe it is VERY unfair that I am struggling to put food on the table because Cox took my money TWICE due to their own system issues and then to top it off, they will not give me my money back in a timely fashion. This is completely ridiculous that I have a financial burden now placed on my family all because Cox decided to make me pay double!

Desired Settlement: I would like a refund in the amount of 235.90 that Cox had mistakenly debited twice from me refunded to me within at the most 2 business days from today, 8-28-14. I had called on 8-25-14 about the issue, so they have already had 3 business days to give me a refund. Waiting 15 business days to get a refund is totally UNACCEPTABLE because my family needs grocery money NOW and this is all Cox's fault to boot. I have been a Cox customer for over two years now, and I will cancel my cable service if this issue is not resolved as fast as possible.

8/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I had cox internet and home phone for 2 years without a contract and recently thought I'd give tv a try with them. They came and set it up and about two months later I wasn't satisfied so I called to disconnect tv services and then got a $300 bill in the mail for breaking contract. I never had a contact with them and we never discussed one. I've tried resolving with cox myself but they will not even let me do a payment plan. I don't think they are treating me right because I never made or agreed to any contract Product_Or_Service: Tv service

Desired Settlement: DesiredSettlementID: Refund I would like to not be charged the $200 contract fee since I never agreed to a contract. I'm fine paying my regular bill but I want that $200 charge gone

Business Response: Initial Business Response /* (1000, 5, 2014/08/13) */ We have resolved this concern however have not had the opportunity to speak further with Mr. ******* on this matter. We provided him a direct point of contact via voicemail and email should he have any further questions or concerns. Thank you.

8/25/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: I am filing a complaint against Cox Comm, due to the fact that they charged me an early termination fee of $120. After I produced military orders. I am very surprised that Cox is charging a military family $120 fee, when military orders are produced. This is very surprising to me. In that Cox serves alot of military families. I find this practice a bit heavy handed. I dealt with the Cox satellite office in Midwest City and they were professional and I thought that the Cancellation fee would be waived while i was dealing with them.

Desired Settlement: I would like the $120 dollar early termination fee returned to me Thank you.

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ We have spoken to Ms. ******* on this manner, and feel as though we have provided a satisfactory resolution. We sincerely apologize for any inconvenience.

8/22/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Didn't get initial service due to contractor not stopping at house nor calling 3 times like he told cox. No note was left either as he said he did. Acct# XXX-XXXX-XXXXXXXXX. 8-4-2014. I was set up for an appointment from 1-3pm. I was at home when contractor drove by and didn't stop. I called cox and they said "he called 3 times and left a note on door but didn't do any of that and just called once and left a message. He called from XXX-XXX-XXXX. When you call back you get a recording. Called cox at XXX-XXX-XXXX. Talk to someone and they said we will have to reschedule. Cox contractor lied and did not call 3 times nor leave a note which is required by cox.

Desired Settlement: I want the contractor to stop doing business with cox and for cox to discount services until I get service.

Business Response: Initial Business Response /* (1000, 5, 2014/08/08) */ We want to thank Mr. ***** for taking the time to file his concern. We sincerely apologize for any inconvenience caused. We have spoken with him on this matter and we will investigate this concern further for coaching opportunities. We have also confirmed that he was not billed for services until the date the install was completed. Thank you.

8/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Told we would be charged a cancellation fee for service that wasn't cancelled during grace period. Tried to cancel during period were told to wait We began service with Cox in June and immediately had problems. The internet was not working and our bill was $30 more a month than we were quoted. I called early July to complain about the Internet service and we were told that the internet was fine, it must be the wireless router that was provided by them. I was told I could go to the store and get a new one and had no problems. I also explained on the phone that we were being charged $30 more a month than we had been quoted and if this wasn't fix we would like to cancel our services. We were reassured that it would be correct the next month. We received our next bill and it is still $30 higher than originally quoted. I tell them I would like to cancel my service, and they cancel without any problems. I then say that I would like to be transferred over to billing to know what our final bill would be. I was told it was $183.18 for a cancellation fee and to not be billed I had to cancel during the 40 day grace period. I then explained that I called to cancel then but was told that my problem would be fixed so I had no reason to cancel. The guy on the phone said we had had been charged around $231 for a fee but it was down to $183.18 because it was taken off our prorated bill. When canceling our service we were never made aware of a fee until after they finished the transaction. We were also told we had entered a verbal agreement to be under this price lock, even though we never agreed. I had called and tried to cancel earlier because I was not pleased with the price so there is no way that they received my consent for this two year service under that price. He said he had no record of my call wanting to cancel the only thing on record was me going to the cox store. I explained that was the day after I made that phone call. He said that they made no record of the phone call. I explained to him that having no record of the phone call is his mistake and not mine. I should not be charged because they did not keep accurate records. He apologizes and says there is nothing I can do but file a dispute. After multiple phone calls to cox they still refuse to refund the cancellation fee that is there mistake.

Desired Settlement: I am requesting a refund for the total amount of the early termination fee

Business Response: Initial Business Response /* (1000, 5, 2014/08/12) */ We have not had the opportunity to speak with Ms. ****** regarding this concern, however do apologize for any inconvenience. Due to the circumstances and length of time service was active, we have issued a one-time credit to waive the fee for early termination. Please contact us at XXX-XXX-XXXX with any questions or concerns, as we do not have a good cotact number to reach you on.

8/5/2014 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: ON 6/24/14, AN UNAUTHORIZED CHARGE OF $369.11 WAS MADE BY COX . THEY TOLD ME IT HAD BEEN REFUNDED AND WOULD TAKE 24-48 HOURS.IT HAS NOW BEEN 384 HRS CHARGE ON MY DEBIT CARD ON 6/24 OF $369.11, UNAUTHORIZED. WAS TOLD IT WAS REFUNDED AND 16 DAYS LATER I STILL DO NOT HAVE THE FUNDS. I NEED MY MONEY AND THEY ARE IN NO WAY HELPFUL IN FINDING OUT WHAT HAS HAPPENED.

Desired Settlement: I WANT THE MONEY RETURNED TO MY BANK ACCOUNT.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ We have spoken with Ms. ***** in receipt of this concern. We sincerely apologize for any inconvenience caused. Initial Consumer Rebuttal /* (3000, 7, 2014/07/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I had to dispute the charge through my bank and the money was put on my account as a provisional credit assuming that Cox will not dispute the chargeback. I just find this disturbing that a business can send through a random charge without permission of the cardholder and then refuse to refund the money. The erroneous account did not have a credit balance therefore my money could not be refunded. That is none of my affair and I really don't care because it's not their money it's mine. Further, I had to cut up my debit card due to this fraudulent activity. Final Business Response /* (4000, 9, 2014/08/01) */ As this case involved fraudulent activity with customer's bank account, Cox would have had no way of knowing that the payment was unauthorized at the time it was made. Once discovered, normal protocol to rectify was required. In order to properly secure the account and prevent additional unauthorized drafts, the customer needed to go through her bank and dispute the fraudulent activity. As with any fraud case, Cox does not issue credit for refund as the customer's bank handles fraud investigation/resolution and does issue credit for the fraudulent charges once they clear. We have not had the opportunity to discuss this with Ms. *****, however have left her our contact information in voicemail messages.

8/5/2014 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Cox communications has committed breach of verbal contract 3 times in the past 8 months and is refusing to honor agreement At or around September of 2013, I entered into a 2 year price lock agreement with Cox. Approximately 2-3 months later, my bill went up. I called and spoke to a few different reps and to no avail, they stated they could not help me. They stated a promo had expired causing my bill to increase. At no time did they ever mention anything about promo codes when I entered into the 2 year contract. However,after filing a complaint with the BBB, they later called me and reduced the amount, promising that the price would not change unitl Sept 2015. Approximately 2-3 months later, it happened again. My bill increased. I called again, and this time they were able to reduce bill immediately. Once again, they promised my bill would not change until September 2015 Now, for my May 2014 bill, it has happened a 3rd time. I called again tonight, but this time they are refusing the reduce the amount of my bill to our original agreed upon price of $120.82. The are now charging me $135 and will not reduce that amount.

Desired Settlement: I am requesting that Cox Communications honor our contract and reduce my monthly bill to $120.82

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ We want to thank Mr. ****** for taking the time to file his concern. We have spoken with Mr. ****** to discuss this matter and to explain the Price Lock agreement associated with his account. We sincerely apologize for any inconvenience caused. Should he have any further questions or concerns, he may reach a representative at XXX-XXX-XXXX and we'll be happy to assist. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/05/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Cox communications if refusing to honor our contractual agreement and charge me the agreed upon price. Cox's explanation is not satisfactory and I do not consider this issue resolved. They are in breach of contract and I expect remedy. They can either honor our contract, or cancel it and pay for comparable services from another provider. Final Business Response /* (4000, 17, 2014/07/31) */ We have attempted to reach Mr. ****** in regards to this concern but have not been able to speak with him since his rebuttal. He may reach **** at ************ and she'll be happy to speak with him. Thank you. Final Consumer Response /* (4200, 13, 2014/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Since the agreement in September 2013, we have entered into 2 more subsequent agreements, both of which I was verbally guaranteed a specific monthly amount that wouldn't not increase. Both times, the amount increased in the following months. Cox's practice of making verbal agreements over the phone and then changing the terms without ever receiving approval from me of those changes is unacceptable. I have tried to contact **** and have been unsuccessful. I will try again on Monday. If Cox does not agree to honor our original agreement, I suggest we take this matter to mediation.

7/29/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I requested repair of downed cable line six days ago and I'm still without service.... no home phone, no TV, no internet. I reported a downed cable line on July 9th and requested a repair. I had lost all Cox Comm. services- phone, TV, and Internet. I was told the earliest service appt was Sunday, July 13th. I expressed concern about the downed line laying across the back yard and the representative said my repair would be given priority and she would also fill out a stand by form asking the repair be completed ASAP. I requested a notation be added to the repair request advising there was a dog at the residence and please call my cell prior to coming out so the dog could be removed from backyard. I was assured the repair tech would call me. I called on the 10th to see if the repair had been expedited. It had not. When services were still not restored by the evening of the 13th (the scheduled appt date) I phoned customer service and spoke with ******** She said a repairman had come by but since there was a dog in the yard he was unable to access the site and the repair order was canceled. She filled out another rush/stand by form and called dispatch. She said she didn't think it could be repaired that night but dispatch promised her they would call me personally that same night. ******* also said she would call me the next day to make sure everything worked out. Dispatch didn't call me. I called Cox back later in the evening and eventually spoke with a supervisor named ********** She said no repairs could be done that day because it was after 5 pm. After an extended amount of time she eventually rescheduled my repair again and assured me someone would be at my home by 8 AM today, the 14th. I explained I had an appointment at the bank in the morning and it was important they be at my home by 8AM. When no one showed to repair the line this morning I again called Cox. I spoke with ******* and she informed me that I wasn't scheduled for an appointment until the 17th of July and there was nothing scheduled for today. She sent a communication to ********* but I informed her ********* didn't work until evening. She then said she would contact dispatch and put me on hold. After an extended time on hold the automated system kicked back in and told me to press one if I had a Cox acct. I was no longer linked to ******** I called back and spoke with representative Tye. I explained the situation and requested a supervisor. She then transferred to *** who said all he could do was send another request to dispatch. I expressed concern over dispatch's failure to follow through. He said had no control over dispatch. When I asked to speak with his supervisor he said he could email a request for someone to call me but was unable to transfer me. He said someone would call within 48 hours but pointed out that my new scheduled appointment would also occur by then. I requested a call. I also requested his supervisor's name. He initially said it could be one of several people. When I asked for one of those possibilities he said, "*******". I ended the call telling *** I expected my line to be fixed today and left it up to him to make sure it was done. By this afternoon no repairs had been made. I again called Cox. I spoke with ********* and asked to speak with ******* who had previously promised to call me today. While on hold for ******* I was disconnected. I called back. I then spoke with ******** who said ******* was unavailable but he would personally submit an administrative form so a field supervisor over the technicians would call me back. ******** expressed his apologies for everything. It is after 6:00 PM July 14th and I have still not had a call from a supervisor or from ******** I am still without TV, phone or Internet services.

Desired Settlement: I want my cable line repaired, all services restored and compensation for the inordinate amount of time wasted trying to get this repair completed.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ We want to thank Ms. ****** for taking the time to file her concern. We sincerely apologize for any inconvenience caused. We have spoken with Ms. ****** and confirmed her services are now working properly after the completed service call. We believe this matter is resolved to her satisfaction.

7/29/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: More than 2 weeks delay in moving my internet service after multiple calls and promises from them to have service activated more than 10 days ago. I first called Cox to have my internet service transferred on Jun 29th, 2014. I was told my services would be set up on the 4th, but because the pole that the technician needed to run a cable to is in my neighbor's yard, and they were not at home at the time, the technician left. I rescheduled for the 5th, and the Cox representative I spoke with assured me that if I obtain my neighbor's permission, the cable could be strung at anytime. There was no Cox technician at my house on the 5th, despite my appointment. I rescheduled again, and registered my displeasure at being delayed in this fashion. The Cox representative informed me that the next available day a technician could come out was the 15th, today. The technician finally did show up today, 15 minutes before the end of the 2 hour window of the appointment. I informed him that I had my neighbor's consent for him to enter their backyard, and he was cooperative at first, but when he got to my neighbor's house he refused to enter the backyard because my neighbor had dogs inside (my neighbor had left on an errand)and he was concerned they would come into the backyard while he was cabling. I entered the backyard myself, demonstrated that the dogs were locked up, and still the technician refused to do his job. He returned to my address, collected the tools he had left there, and left without rescheduling an appointment. The technician himself was an outside contractor with "Mitchell Communications" and would not provide his name when I asked it of him. I don't know what else to do at this point but submit a BBB complaint, as this is the 3rd appointment I have made where my time has been wasted. I work every day and can't afford the anxiety that this has been causing in my life. I feel absolutely taken advantage of and left by the wayside by Cox. If they didn't have a monopoly on internet service above 35mbps I would have taken my business elsewhere, and honestly I believe every Cox internet customer would join me were this option available. Both online and off Cox has a reputation of treating their internet customers badly, and I will make this grievance known in every way I know how.

Desired Settlement: I need internet. This is 2014, and the fact of the matter is that if you don't have internet, you can't compete. Cox has completely failed to deliver on this very basic service. I want service effective immediately, as in a technician cabling my house and confirming that the internet is accessible. I'd also like to speak to someone at Cox powerful enough to hear my complaint about their abysmal customer service and do something about it. When my services are working, I will be much less angry. But as a customer I will not be satisfied until I feel that I am compensated adequately for the time I have lost trying to ensure that Cox do their job. I await a peace offering from Cox. Until that time I am committed to airing my grievances as publicly as possible.

Business Response: Initial Business Response /* (1000, 5, 2014/07/18) */ We have spoken with Mr. ***** in regard to his concern. We have rescheduled his installation for a sooner date as well as offered credit toward account which will eliminate the bill for first month of service. We sincerely apologize for any inconvenience caused.

7/28/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Cox is charging a termination fee on a non-voluntary termination of services. I am relocating to the state of Oregon to work as a RN. Cox communications does not cover the state of Oregon in their service area, so I must cancel my services. They are attempting to collect a termination fee of $130 because of this. This is not a voluntary relocation, but a necessity in order to provide for my family. If I was transferring due to a better Cable TV offer, I would gladly comply, but I am not.

Desired Settlement: I would like to have the early termination fee waived. I have been a customer for 7+ years and have paid them almost 8k dollars over this time. It would be the right thing to do in order to retain a long time customer for future business.

Business Response: Initial Business Response /* (1000, 5, 2014/07/16) */ We have spoken with Mr. ***** on this concern and believe this is resolved to his satisfaction. We sincerely apologize for any inconvenience caused. Thank you.

7/24/2014 Advertising/Sales Issues
7/21/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Advertise free installation and they charged me $60 for professional installation and they advertised free installation when placed online which I did Placed order online stating free professional installation and they end up charging me $60 and I already had all the jacks installed and noting was installed. If they were going to charge me the technician should had notified me upfront and then I would have refused service. I asked to transfer my old phone number and they end up giving me a new phone number. The technician told me I would have to go into a customer service request my old phone number would take 3 to 5 business days. Also had problems with phone jack and they sent a technician out to fix it and it only worked one day and quit had end up using the old phone jack. Way to many other issue too that from first day never been satisfied customer. I called customer service and online and no good luck with them. Keep saying they would have to send someone out and would be charged again.

Desired Settlement: I want the $60 back out of my account and I want to be able to walk away from my contract and take my business somewhere else.

Business Response: Initial Business Response /* (1000, 5, 2014/06/19) */ Cox has spoken with Mr. **** on this concern and we believe this has been resolved to his satisfaction. We sincerely apologize for any inconvenience caused. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/06/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was unaware we had 30 days that if we were unhappy we could have backed out of our contract. if I knew that I would have left cox. The fee's and tax's they charge versus satellite is outrageous. Technician didnt tell us either if we were dissatisfied we could get out of our contract. They need to advertise it more better and let the consumer know too. Final Business Response /* (4000, 10, 2014/07/03) */ We have attempted to reach with Mr. **** on this concern but have not had the opportunity to speak with him. We will continue to reach him in effort to resolve. Thank you.

7/8/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cox continues to bill us after cancelling and turning in equipment. Today I get a call from a collection agency. We cancelled our phone and television, but kept Internet only. We turned in all equipment at a Cox location. We still got billed for the entire bundle. We called several times to get it straightened out, but they wouldn't or couldn't. After the 4th phone call, the person said they would cancel the old account (under my name) and open a new account (under my wife's name), which they supposedly did. We still got another phone call from Cox, threatening to send to a collection agency. In fear of it affecting my credit, I PAID IT ALL ANYWAY. Today, I get a call from a collection agency saying I owe Cox, and if it isn't taken care of immediately, they will "take further action" and it will affect my credit.

Desired Settlement: Fix it. Delete the old account and refund me the money I paid that I really didn't owe.

Business Response: Initial Business Response /* (1000, 5, 2014/06/25) */ In receipt of this concern, we attempted to reach Mr. ****** but have not had the opportunity to speak with him. Cox bills all customers in advance for services. Our records indicate Mr. ****** was billed for TV services for service dates March 10- April 9 and April 10-May 9. His TV service was disconnected on April 15 at his request and his account was automatically credited for TV service charges for dates April 15-May 9. An additional credit of $47.83 was issued to his account for dates April 4-April 15, in an effort to work with him and backdate his TV service disconnect to April 4. We hope this helps to answer and resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

7/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Improper grounding of equipment led to lightening strike to follow through the cable and throughout my house damaging equipment. On June 8, 2014, a lightening strike hit the pole containing the cable equipment. The electrical charge ran down the cable line to my house. The charge went through the cable box where it was grounded to my electrical meter. The charge went through the telephone line blowing the telephone wire to the phone out of the phone jack. The current continued through my kitchen area damaging outlets. My a/c unit was also damaged and had to have repairs. A television and blue ray player were damaged as well. The first representative for Cox stated the problem was created by the ground connected to the meter box. The first electrician stated it was an illegal grounding on behalf of the Cox installer. I called to file for reimbursement of the damages with Cox, the gentleman said their Risk Assessment department would call me within 48 hours, I am still waiting for the call 3days later. I was without service for 5 days. The repair person did not repair the phone jack in the kitchen area while they were onsite. The phone jack still has the burnt plug in the jack. The equipment ground remains the same, it is still connected to the meter box.

Desired Settlement: I want to be reimbursed for repairs made to my house and paid for the remaining repairs and damaged devices. Some work still remains, a quote has been provided.

Business Response: Initial Business Response /* (1000, 5, 2014/06/17) */ Cox spoke with Ms. ******* on this concern. Our records show we were correctly bonded. Ms. ******* indicated she would pursue this concern with her insurance company. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/06/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) The issue is still under investigation regarding if the ground was properly placed and sufficient. Final Business Response /* (4000, 11, 2014/07/03) */ We have investigated this concern and determined we were properly bonded and followed National Electric Codes. We sincerely apologize for any inconvenience caused.

6/24/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I pay monthly for webmail service and the website does not work half of them time for me to check my emails. I have webmail service for over 6 years with Cox Communications. Lately when I got to the cox webmail website I am not able to log on to check emails which causes delays in responding to important emails. The past week several people stated they did not receive any emails from me. Even though my sent box shows emails that were supposedly sent. This service is causing great frustration.

Desired Settlement: I want improved webmail service.

Business Response: Initial Business Response /* (1000, 5, 2014/06/19) */ We want to thank Mr. ****** for taking the time to file his concern. In receipt of this concern, we have attempted to reach Mr. ****** but have not had the opportunity to speak with him. Cox webmail users may have experienced a webmail issue recently that is now resolved. We sincerely apologize for any inconvenience caused. Should Mr. ****** experience any future webmail issues, he may reach a tech support representative 24/7 at XXX-XXX-XXXX and we'll be happy to assist. Thank you.

6/23/2014 Problems with Product/Service
6/23/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Equipment charges: $463 from an account in 2006. Equipment was returned. Will not remove. I have been disputing this charge for 3 years. I have had traces done on the equipment that was returned in either 2006 or 2007. I knew nothing about the collections status and was never notified. I checked my credit report and found the collections account 3 years ago. I live in the same house that I had service with this company. The equipment was returned to an Edmond location by myself. I want this settled and removed from my credit which I have been told is impossible.

Desired Settlement: I want the account closed and removed from my credit report.

Business Response: Initial Business Response /* (1000, 5, 2014/06/11) */ We want to thank Ms. ************ for taking the time to file her concern. We have spoken with her on this matter and advised our records indicate the digital equipment has not been returned. The outstanding amount due is an equipment charge of $377 and $86.20 for services rendered. We sincerely apologize for any inconvenience caused. Customers are issued a receipt for returned equipment. Should she have a receipt for the returned equipment, we will be happy to readdress. Thank you.

6/16/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Due to 2 months past due balance(including late fees), the service has been disconnected (physical) without notice and transferred to collection. This is my second bad experience with Cox communication with such practices and I'm definitely beginning to think after further verification on the internet as well that Cox Communication despite providing a reliable internet connection, have some shady ways to do business including price hikes without warning/notification/explanation despite you being told that the price was locked in for a specific a mount of time. Late fees/ disconnection fees being added to customers bills despite previous arrangement being made with CS agents and finally, very rude and unprofessional customer service both on the personal level and a problem solving level. After being out of the country on duty for almost 2 months, My account (XXX-XXXX-XXXXXXXXX) was disconnected about two weeks ago I believe by Cox communication with a balance of $66.99 being due on May 28 2014, yes May 28 2014. There was an additional balance of $91 that has already been pay. *My monthly internet service apparently being locked in at $54.99 has been changed without notice to $60.99 and an additional $6 (marked as one time charge ) has been added to the bill on a regular base as well for the past 6 months. There were two re connections fees ($20) that has been assessed also in the past on the same account. I have been with Cox communication for over 4 years Cox (in two split terms)and I have paid my fair dues but to be treated like that again (additional fees overall, price hikes without notification in addition to physical disconnection fees and collection referrals)in order to have me subscribe to a new service an take another two year agreement with "Cox" I think just shows what the company is really about.

Desired Settlement: I'm wiling to pay whatever I owe Cox communication, which should be about $60 and some change, However, I'm not willing to sign another two year agreement for the simple fact that this is all a setup in order for customers almost at the end of their contract to register from scratch again and be locked in for 2 years. I love the "Internet service" but the business practices and the customer service is just very very poor and presents a blatant lack of knowledge and skills. Notifications should be given to customers prior any service price change and physical disconnection time should be well determined.

Business Response: Initial Business Response /* (1000, 8, 2014/06/04) */ Contact Name and Title: ****, Exec Cust Reso Spc Contact Phone: ************ Cox has spoken with Mr. ***** on this concern and we believe this is resolved this to his satisfaction. As agreed with the customer, we attempted to reach him to proceed with restoration of his services but have not had an opportunity to speak with him again to complete this. We sincerely apologize for any inconvenience caused. We will continue to try to reach him. He may also contact a representative at XXX-XXX-XXXX and we'll be happy to assist with this. Thank you.

6/13/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: failure to fulfill final invoice agreement On Mar. 25 I filed a complaint with BBB (case # XXXXXXXX). A gentleman named ***** called me and reduced my monthly rates. We also talked about COX signing me up for a two year contract when I only wanted a 1 year contract. ***** assured me an early termination fee of $120.00 would only apply if I moved into an area that COX serviced and I did not choose COX as my provider. I will be moving at the end of May 2014 to Palo Alto,CA. COX does not service that area, however I will still be charged an early termination fee. I just spoke with ******* ID # ********* Valarie started talking over me saying I had 4 months to change my service - I told her it was 6 months into the contract before I even knew I had a two year contract. She again started talking ove me saying it's on page 2 of your bill. I was trying to tell her I don't get a paper bill, so again she cut me off by telling me COX's policy. I just told her to have a blessed day and hung up

Desired Settlement: Please not to be penalized with an early termination fee because COX does not service the area I'm moving to.

Business Response: Initial Business Response /* (1000, 9, 2014/05/21) */ We want to thank Ms. ********* for taking the time to file her concern. We sincerely apologize for any inconvenience caused and for any negative interaction when contacting us on her account. This will be investigated and addressed. In review of her account, the written agreement for the Price Lock Guarantee agreement was included in her June 2013 statement whether received online or via mail. Per the terms of the agreement, an early termination applies unless the PLG is cancelled within the initial 30-day termination period, if a customer is active military and deployed to a location outside of the local Cox service area, if a customer's residence is converted to a Cox bulk property, or if the customer moves within the local Cox service area and they maintain the PLG services and agreement. Should Ms. ********* have further questions or concerns on this matter, she may reach a representative at XXX-XXX-XXXX and we'll be happy to assist. Thank you. Initial Consumer Rebuttal /* (3000, 11, 2014/05/22) */ (The consumer indicated he/she DID NOT accept the response from the business.) When I called to cancelled I was told if does not matter if i move within Cox service area or not, I would still be charged the early termination charge. The rep. looked up my new address and confirmed Cox does not service **** **** ****** **** **** ** XXXXX. However, the rep said the policy states i would be charged. Final Business Response /* (4000, 13, 2014/05/30) */ We have attempted to reach Ms. ********* to discuss this concern; however the telephone number we have on file for her is no longer in service. Should she wish to speak with us further on this, she may reach ****, a Cox representative at 316.219.5036 and we'll be happy to speak with her. Thank you.

6/9/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: I'm been charge for disconnecting my cable service when a CSR told me that I would not been charge if I keep the internet service. Last month I call to costumer service to get information on the charges if I cancel the cable service and keep the internet. The CSR agent told me about the charges and she told about the charges. So I decide to keep the service active. A couple of days later I receive a costumer service survey, I fill it and to let them know that I was mad about the charges. A couple of days later another lady call and ask me about the review I left on the survey, I explain everything and she told me that as long I leave the internet active the penalty will not apply. I ask her to leave a note on the system specifying that. A few days later I went to the store and return the cable boxes. When I receive my bill I saw that they were charging me the disconnection, I call and the CSR told that the note that the previous agent leave says that I need to keep the cable to avoid the charges. She told me that she will request the recordings of that conversation to confirm what I talk to the other CSR. This week I called to ask for the status and the CSR told me that they don't keep recordings and that I need to pay the charges. I told him that I decide to cancel the service because a CSR told me that I would not be charge if I keep the internet and I even upgrade my internet to the ultimate package because of that.

Desired Settlement: I just want the charge removed from my account, if that is not possible, I will like to cancel all my services.

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ Cox has spoken with Mr. ****** on this concern and we believe he is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Thank you.

6/9/2014 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: Very unreliable internet connection, and Cox is no help with fixing problem. We have had our internet disconnect and reconnect. It does this upward of 10 times an hour. We unplug and plug the modem that is provided by Cox back in to fix the problem. I have called a handful of times and am directed to an automated service who tells me every time there is an issue with our connection. The automated system says that the issue is fixed, but it arises again the next day. Every time i call the help center, I get directed to the automated system and cannot talk to a person. It is extremely frustrating that we have this issue. We do not have any game console, and very rarely stream movies, etc, so there should not be much drawing from the connection. On top of this is how much we are paying vs. what we get. We have the advanced TV, and the preferred internet.

Desired Settlement: I wish this to be fixed for good. We would like to have what we pay for. We want a reliable connection. If this means we have a bad modem, we want cox to come replace it, since it is being rented from them. Or if its the connection, we would like them to fix this.

Business Response: Initial Business Response /* (1000, 5, 2014/05/27) */ In receipt of this concern, Cox attempted to reach Mr. ******** in an effort to work with him and to investigate the service issue; however we have not had the opportunity to speak with him. Our records indicate he has since disconnected his Internet service. We sincerely for any inconvenience caused. Should he wish to speak with us further on this matter or should he have further questions or concerns, he may reach a representative at XXX-XXX-XXXX and we'll be happy to assist.

6/9/2014 Billing/Collection Issues
6/2/2014 Problems with Product/Service | Read Complaint Details
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Complaint: Cox used the bait and switch technique to sell me TV service. They also cut into my sprinkler system when installing the coax cable. My Cox account number is XXX-XXXX-XXXXXXXXX. On 4/17/2014, I moved into a new home. I decided to have my service transferred from my old residence to my new one. As I only previously had cable internet, I called prior to my move to request just this service transferred. I was instead, upsold a TV package that was advertised to me at a total additional cost of $20/month. On 4/18/2014, I had cox come out and complete the installation. Once there, I was advised that it would cost me an additional $45 to install all of the outlets in my house as I had more than they typically cover in an installation. I later realized that when burying the cable, the cut into my sprinkler system causing damage. On 5/6/2014, I used there online chat feature to notify them that they had damaged my sprinkler system. At that time, I also noticed that I was being charged about $40/month for the TV package that was advertised to me as a $20/month package. I was told that I needed to call there customer service department which was closed at the time. I called back on 5/7/2014. I was transferred around many times before finally explaining my issues to a representative. At the end of the call, the call was disconnected (I'm not sure if I was hung up on or not). I called back later and was being transferred around again when I decided to send an email instead of being transferred and hung up on. After not hearing back from cox, my wife called and spoke with two representatives on 5/8, both assured her that the issues were being addressed. I've sent several emails since then, and have not heard a response from Cox that addresses these issues.

Desired Settlement: Please honor that price I was offered and fix my sprinkler system.

Business Response: Initial Business Response /* (1000, 5, 2014/05/21) */ In receipt of this concern, Cox contacted Mr. ****** regarding the sprinkler damage and the pricing on his account. We will continue to be in touch with him as these issues are corrected. We believe Mr. ****** is satisfied with our efforts to resolve this matter. Mr. ****** was also provided a direct contact should he have further questions or concerns on this matter. We sincerely apologize for any inconvenience caused. Thank you.

5/29/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: i was a customer of cox for over 17 years. i switched to century link on X-XX-XX becuase of customer service issues then, they still have them. i am o i was with cox for over 17 years. switched to century link X-XX-XX due to customer service issues. i am disabled since 2007, on a fixed income. so when cox sent me a 40% off my previous servies to come back for 1 year, i had no choice but to return to cox. i called X-XXX-XXX-XXXX for days on end (up to three hours on hold with noone coming on). i finally called XXX-XXX-XXXX and told them. they refused to honor coupon without raising the monthly payment by ************** i also spoke to ******, ***** and ****************** is against the law not to honor the coupon they provided.thy have the worse customer service at all locations that i have ever dealth with.i demand for them to honor the coupon for 40% my same services i had prior/i am grandfathered in. **** ********

Desired Settlement: demand and expect the 40% off the $152.00 bill for the same services i had prior. just as the coupon states period.

Business Response: Initial Business Response /* (1000, 5, 2014/05/09) */ We want to thank Ms. ******** for taking the time to file her concern. Ms. ********'s services were disconnected at her request in April 2014. She was receiving a 12-month promotional savings on her account at the time of disconnect. We have spoken with Ms. ******** in receipt of this concern and explained that the offer of a 40% discount is based upon the regular non-promotional rate for services rather than based upon the promotional rate she received before she cancelled services. We are unable to accommodate her request. We sincerely apologize for any inconvenience or frustration caused. Should she choose to reconsider Cox as her provider, we will be happy to discuss new services for her account. She may reach a Cox representative at XXX-XXX-XXXX and we'll be happy to assist. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/05/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) It so states in their flier/via my email that it is for the same services as you had prior. i was a customer for 17 years straight. the reason i switched was the lack of customer service, the reason i decided to come back is i am on disability and tight on money, so i thought i would give them another chance. this is false advertisement and it is clearly against the law to do so. honor your ad or i will be contacting the attonery genrals office/consumer protection dept and file a complaint with them Final Business Response /* (4000, 13, 2014/05/22) */ We are in receipt of the fax from Ms. ******** and have attempted to reach her but have not had the opportunity to speak with her on this matter. The advertisement states the following terms: "Offer includes 40% off regular monthly recurring service charges for qualifying services for the first year and 20% off monthly recurring service charges the second year." As such, the discount would be based off of our regular rates rather than Ms. ********'s prior discounted rate. Again we sincerely apologize for any frustration or inconvenience caused. Additionally, the refund of $44.63 was processed on May 13, 2014 and should be received within 4-6 weeks. Thank you. Final Consumer Response /* (4200, 11, 2014/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) i faxed the ad per cox request. however they sent it to me via email so they should already knwo what ads they send to people. they are still holding my $40.00 they have owed me for 6 weeks now.everything about this company is wrong. customer service, ad dept and their billing as well.

5/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: I signed up for cox communications for my nephew who is going to college in okc. He moved out and no bills were forwarded No bills were forwarded. I was unable to pay the final bill. I owe 6.79 on the bill. I was sent to collections. I am asking that this be removed from my credit report. I have no problem paying the 6 dollar fee.

Desired Settlement: The bill to be removed from my credit report

Business Response: Initial Business Response /* (1000, 5, 2014/05/13) */ We have spoken with Ms. ****** in receipt of this concern and believe she is satisfied with our efforts to resolve this matter. We sincerely apologize for any inconvenience caused. Should she have further questions or concerns, she may reach a representative at XXX-XXX-XXXX and we'll be happy to assist. Thank you.

5/19/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: No children's channels To whom this may concern, When I called to have my service set up. The customer service representative did not do what I asked him. I have a daughter. I told him I wanted my service to be below 100.00 per month. However, I still want to be able to have the Disney channel and family channels 13 years olds watch. When I talked to the customer service representative again. He removed all the children's channels. Now I don't have any. My bill was supposed to be adjusted now cox is saying I owe over $200.00 dollars. I have been asking to speak to a supervisor to resolve this issue.

Desired Settlement: In would like my bill adjusted and I would like the children's channels so my daughter can watch t v as well. Their is nothing on the channel's she can watch, for example Disney, abc family, and the learning channel. I have more blocked channels than available channels. No standard Hbo, cinemas, or Showtime. Why?

Business Response: Initial Business Response /* (1000, 5, 2014/05/12) */ We want to thank Mr. ****** for taking the time to file his concern. We have attempted to reach Mr. ****** but have not had the opportunity to speak with him on this matter. Mr. ****** subscribes to Economy TV which includes the Disney Channel and other channels that may interest children such as Nickelodeon, Discovery, Cartoon Network and Animal Planet. If he is having difficulty viewing these channels he may reach a representative 24/7 at XXX-XXX-XXXX and we'll be happy to assist. HBO, Cinemax and Showtime as referenced by Mr. ****** are Premium channels. Mr. ****** does not subscribe to these channels. Customers can add one or more Premium channels to their video package for an additional monthly cost. Thank you. Initial Consumer Rebuttal /* (3000, 7, 2014/05/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) To Whom this may concern, I do not have alot of HD channels. I am displeased with this service. When I had Direct TV. I had over 100 HD Channels. The price was under 100.00 I did receive a military discount was well. The direct TV it came with a premier channels at no extra cost. HBO,Movie Channel,TNT,TBS,ESPN,I feel with cox I have to pay for everything. I was not aware of this. Sir, Or Ma'am, I bought a big screen TV to watch sports and occasionally watch a good movie, while my daughter can enjoy a Disney show. I do not have this at this time. I would rather have good TV and internet at an affordable price then to pay for all three services and have noting. My service is not clear. I get a clearer signal with a digital antenna better than the cox cable service. Final Business Response /* (4000, 9, 2014/05/15) */ Dear Mr. ******, we sincerely apologize for any inconvenience caused. If you are experiencing video issues, we will be happy to investigate this with a service call. For assistance with this and to discuss your concerns further, you may reach Cox Representative, **** at ************ and she'll be happy to assist. Thank you.

4/28/2014 Problems with Product/Service | Read Complaint Details
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Complaint: I feel baited and switched. I was told my monthly rate would be 257.11not a discounted price or promotional price, and my bill just went up $40.00. I signed up with Cox in July 2013. At the time, they said my bill would be 257.11 per month. Because of past bad experiences with them that I felt were bait and switch tactics, I inquired specifically if my bill would go up after a certain amount of time and was assured that it would not. Then in February 2014, my bill went up $20.00 and in March 2014, it went up another $20.00. When looking at the bills, I also noticed a $6.95 per month charge for "additional computer", even though I have only one computer. When I called tonight, I got the runaround. The first person I spoke with said that my "promotional" had run out and the new charge of $296 was the price without the promotional discount. I insisted that it had never been represented to me that this was a promotional price and he just kept insisting that it was. He said the charge for the additional computer was for "equipment", and when I asked what kind of equipment, he said wireless modem. When I told him I didn't have wireless service, he didn't have an explanation. When I asked why the bill would say "additional computer" if it was for a modem, he said it was wrong information. I got so frustrated, I asked to speak to a supervisor and was put through to ****** Halfway into our call, he disappeared. I don't know if he hung up on me, or what. I called back and was on hold for at least 15 minutes before finally getting to speak to someone. When I told that person my concerns, he said I needed to speak to a supervisor and put me back through to ****** As with the first guy, ***** continued to insist that my rate of 257.11 was a promotional price and that the promotion had run out. I kept telling him over and over that it had never been represented to me as a promotional or discounted price, and he just kept on like a broken record repeating the same thing. He said the only way he could help me with the price was to take away some of my services. He started saying that their rates are posted on the internet and asking if I had gone and looked at themI told him no, that why would I need to go check the prices on the internet when the person who had signed me up had told me the price over the phone. I insisted that he reduce my rate back down because the company had misrepresented the price to me and he just kept on repeating the same thing over and over. It was exasperating. He had NO interest whatsoever in helping the customer. Several years ago, I had Cox and finally discontinued their services because of what I felt were bait and switch tactics. I had signed up for TV service and then one night had problems with the picture. When I called Customer Service, they said that I had several channels that I wasn't supposed to have and that they needed to remove them. I told them I had what the technician had installed when he came out to set up my service. They said he had put too many channels on my TV and that they needed to remove them, and they shut off something like 57 channels immediately and then told me what the increased rate would be to get them restored. The next time I called for technical help, same thingthey told me I had too many channels and that some needed to be taken away. Because of that, I switched to Direct TV, but after a time, one of my TVs started changing channels on its own and you couldn't change it back, and Direct TV said they had no idea what was causing it or how to fix it. Frustrated at not getting what I was paying for, I finally discontinued service with them and thought maybe things had changed at Cox and that I would give them another try. I'm incredibly disappointed and frustrated to see that NOTHING has changed, the customer is always wrong, and they are a big company so they can jerk their customers around and rip them off any way they please. I would like my monthly rate restored to the 257.11 that I was promised when I signed up, and which was NEVER represented to me to be a limited-time price.

Desired Settlement: I want the overcharges refunded and I want my rate put back to the 257.11 that was promised to me. Also, I want an explanation about the "additional computer" charge that makes sense, and if I have been being charged for an additional computer, I want those charges refunded back to the date they first began being charged.

Business Response: Initial Business Response /* (1000, 5, 2014/04/15) */ Contact Name and Title: ****** ****** Exec Admin Contact Phone: XXX-XXX-XXXX Contact Email: *************@cox.com Hello, We have reached out to Ms. ******* and have come to a resolution with her billing. We believe she is satisfied with our efforts to resolve this matter. Thank you, Cox Communications

4/25/2014 Problems with Product/Service | Read Complaint Details
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Complaint: On numerous occasions iI called to report issues such as 9.1.1 service error After several visits, the techs said that there is a line issue between my box and the mail junction. Two work ordeer where submitted, and it has not been resolved.

Desired Settlement: They have failed to contact me about the line issue, after I requested to be notified.

Business Response: Initial Business Response /* (1000, 10, 2014/04/11) */ Hello, Thank you for your time, we have been working with Mr. **** and have sent a line crew out to his home to check on outside wiring issues. Mr. **** has been given a one month credit for his cable and we will continue to monitor the issue. Thank you, ****** ****** Cox Communications

4/14/2014 Problems with Product/Service | Read Complaint Details
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Complaint: We were promised a package and rate on night and then the next night the channel wasn't listed. We called on 3-13-14 to discuss our bill and to get it lowered. After an hour, we were told a package and rate that we were happy with and we asked multiple times if certain channels were included. We were told yes they all were. Then we came home and wanted to watch TNT and it said it wasn't included. So we called Cox. We were told if we wanted that channel then we would have to pay more. That is not what ******* had told us the night before. This is a bait and switch. Illegal. We were told one thing and then oh if you want that you will have to pay more money. It was 36.00 extra. When we called and spoke to ****** she couldn't do anything and then spoke to a **** ********* and he was extremely rude and pretty much sailmaker if you want it you have to pay for it. We told them to review the taped conversation and that they needed to make this right. This was not our doing but a screw up on their part. So after 12 years of being a customer this is how we were treated. This is such bad customer service. I want them to make this right. Their fault.

Desired Settlement: We want the package and rate we were promised with TNT in it. That is what we were told. We want what we signed up for on the phone.

Business Response: Initial Business Response /* (1000, 8, 2014/04/01) */ Contact Name and Title: ****, Cust Resol Spec Contact Phone: ************ Dear Mr. *******, thank you for taking the time to file your concerns. We sincerely apologize for any inconvenience caused. We were able to review the sales call when your video services were ordered. We would like to further discuss these concerns, but have not yet had the opportunity to speak with you. At your convenience, you may reach the contact provided on this form and we'll be happy to assist. Thank you.

4/11/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: I have called multiple times with the request of getting my bill lowered. I told them I had a hardship with the death of my mother,father and brother. Each time I call I get sent to different people that cant help me. I at one point got fed up and said nevermind that I would call back at a different time. Shortly after that my service was cut off and a cap was put on it. I lost a weekend of my service. It was a few days before they turned it back on. I don't understand why they would treat a long standing customer that pays her bill on time every month with horrible customer service. I called a few days ago and the rep. sent me to the department she thought could help me. However she couldn't help me because the rep stayed logged into my account and wasn't responding to the calls to log out. She says this rarely happens I was on the phone for about 20 mins with no result for the 4 or 5th time. After I got my service turned on the next bill I got was even higher. I am so tired of calling them with no results. Product_Or_Service: cable/internet Account_Number: XXX XXXX XXXXXXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation) Help me with my monthly bill so I can continue to be a customer that wants your service.

Business Response: Initial Business Response /* (1000, 5, 2014/03/28) */ Contact Name and Title: ****** ****** Admin Spec Contact Phone: XXX-XXX-XXXX Contact Email: *************@cox.com We have been in contact with Mrs. ****** and have added a 20% discount on her account for 12months to lower her monthly rate. We believe that she is satisfied with this resolution. Thank you, Cox Communications

4/11/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: We had Cox come out to install internet and tv. I am being charged for installation that was not disclosed to me before hand. These are hidden fees. Cox installed our internet and tv on 3/31/14. When I signed up on there website and was chatting with a representative online, I was told there would be no installation or setup charges. I did not have the chat dialogue saved, so I have no evidence this took place. I spoke to a CSR on 4/7 and was told that my installation was emailed to me and supposed to be $75 (I do not have that email and was told it would be resent), since I did not have the chat transcript (b/c I did not know you could save it or that I needed it) I agreed that I would pay the $75. However, I am being billed an additional $85 for what I consider are hidden fees. Cox is charging $25 for additional outlets when there were no outlets installed. The technician asked if I wanted outlets turned on for local stations and asked which ones I wanted turned on. I said we only have 3 tvs, but he said it is less work to switch them all on. So I said okay. Never once did he mention a fee to do this and why should there be. Second I am being charged $60 for what the CSR said was to setup up the wifi. First of all I set the wifi up, all the technician did was plug in the wifi router and connect the ethernet cord from the modem to the router. So for that I am being charged $60. Once again, I was never told this was going to cost or I would have setup the whole thing up myself. Why would I be charged $75 for installation if it does not include anything to be installed? Cox first told me there would be no installation charges and now there are and they never told me I would be charged for services that 1) should be included (turning on outlets) or 2) plugging in a router (which I setup and would have plugged in if I knew I would be charged $60). Speaking with the CSR for 40 minutes today (4/7) got me no where. She sent the complaint to the supervising technician and would get back to me in a couple of days. However, it is completely unacceptable for Cox to charge customers fees without telling them before hand. I agreed on the phone to pay their $75 charge for installation (that apparently includes nothing and was told I would not be charged), but I will not pay a penny more than that. This is an unfair business practice that most would deem unethical. Cox even has commercials discussing no hidden fees. Thank you for your time.

Desired Settlement: I will pay the $75 for installation but not the $85 in addition to that. However, Cox should credit the installation charge for this inconvenience and what I deem unethical business practice. They should also advise their online chat support that they should be clear that all communication online is not documented in a customers file and is the responsibility of the customer to maintain that record. Cox also needs to be much clearer when doing things online about specific charges the customer will incur. We should not find out on our first bill!

Business Response: Initial Business Response /* (1000, 5, 2014/04/09) */ Contact Name and Title: ****** ****** Exec Admin Contact Phone: XXX-XXX-XXXX Contact Email: *************@cox.com Thank you for your time, we apologize that Mr. ****** was not told up front about the installation charges. As a courtesy we have issued a credit for the total amount of install charges. We thank Mr. ****** for being a Cox Communications customer and hope that he continues to use Cox as his service provider for all his communication needs. Thank you, Cox Communications

4/7/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: 1. Cox bullies it's customers into paying for services that are not used by the comsumer. 2. Contrast length. I wanted to reduce myh bill (I am disabled with limited income). i ws told I do not want to reduce my services because I will be billed a higher rate. I said I do not use all the features for the telephone, therefore I don't want them. the supervisor, ******* ID. XXXXX, said I could take off the Long distance service and be charged $10.00 more a month and be charged $.18 per minute. I tried to explain to him that when I call companies that answer and place me on hold I have to pay that $.18 per minute. ******* suggested I only call companies with toll free numbers or call companies within the Oklahoma City area. Then we talked about my television service and I was told I have the'Variety Pak', the pak is for children channels. I explained I am 63 years old and all my grandchildren live in California. for this reason I do not need children channels. I was informed if I ws to remove this 'Variety Pak', I would be even more money. So I want to know how can I get less serfvice and this cost me more - much more - money. Also at the onset of service with Cox I agreed to a one year contract. I now have a two year contract.

Desired Settlement: To be allowed to reduce my service so that it is affordable without costing me more money. I want this contract to become what I agreed on in the beginning which was one year.

Business Response: Initial Business Response /* (1000, 5, 2014/03/25) */ Hello, we were able to come to a resolution for Ms. ********* and get her bill to a desired rate of around $125 per month. Ms. ********* is encouraged to give us a call with any questions or concerns regarding her Cox Communications account and services at XXX-XXX-XXXX and we thank her for being a Cox customer. Thank you, Cox Communications

3/25/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: One of the tv channels I subscribe to no longer works. After two technicians came out, they basically said it was my problem. The TV package I subscribe to is TV starter, which includes channel 705. Everything works until recently when only this channel became blank. So on 3/4/2014 they sent a tech guy who said they don't fix these issues because he believes the channel in question is from an antenna source. I called back, explaining there is no antenna involved just the provided cable source that I pay for. The second tech comes out and explains that they will not troubleshoot this because I do not possess a cox digital tuner box that they rent out for $8/mo extra. Since my TV has a built in digital tuner, I have no need for a tuner box. So now I am paying for a service in which the channel lineup states channel 705 is a part of yet I have an issue receiving and cox refuses to fix this even when it is clearly coming from the incoming cable feed. I am not getting what I pay for unless I buy more (in this case a monthly digital box which will "enable" them to fix the problem.) I suggested the tech brings a standard digital box to troubleshoot with and when done, they keep the box but they basically put the problem back on me. I don't know what cox's problem is, but they must prefer to only take care of customer's issues only after they spend enough in monthly fees (i.e. higher programming packages that require an extra $8/month digital box). When a channel lineup says that the service you pay for includes something, they should damned well fix it, when broken on their side, if they agree to accept payment for it.

Desired Settlement: This could go a few directions. They could reduce the fee of the $20/month service by an amount to reflect one of the most important channels in the package.. say $5/mo. OR Actually fix the problem and have a tech guy come out with a digital box to use to troubleshoot- something that is apparently not an important enough piece of equipment for techs to have. OR if digital boxes are only associated with customers and not tech equipment, free rental to me of a digital box in order to troubleshoot and fix the issue, then they can have the ****** box back since I have never needed it.

Business Response: Initial Business Response /* (1000, 5, 2014/03/17) */ Hello, A Technical Suport supervisor has reached out to Mr.****** and explained how his television may have a built in tuner that allows the high definiton channels to show up. With out a high definiation box from Cox Communcation we are unable to locate the issue. The issue is within the television itself, not the cable feed. Mr. ****** was encouraged to complete a channel scan through his televsion to see if that would fix the issue. He was given a dirct number to a Technical Support Supervisor if any further issues arise that we may assist with. Thank you, Cox Communications Initial Consumer Rebuttal /* (3000, 7, 2014/03/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) It may be true that without a high definition box from Cox, which they will not provide for troubleshooting for, say, 30 minutes, they will not be able to locate the issue. Then they say the issue is within the television itself and not the cable feed. So that latter statement is putting the blame on the customer after acknowledging there isn't a way to determine the cause of the issue. I did do a full channel scan where it completely rewrote all of the channels and I still got the exact same result which is to receive everything as advertised in the TV startup package except channel 705. And as far as me being given a direct number to a Tech Support Supervisor, that never happened, so I'm not sure why they wrote this other than to make themselves appear to be interested in the problem instead of merely reactive to my last BBB post. It's a shame they can't spend 30 minutes bringing a box over, testing it, then taking it back or that I don't have a second TV with digital tuning to better prove the cause of not receiving channel 705. But according to them the cause of the issue both can't be determined without a box and is caused by my TV and not their cable at the same time.. So as a customer I guess this is a far as I can hope to get, unless I generously donate another $8/mo to rent a cable box for the guarantee of all channels in a package I already pay for. Even if this is merely an issue directly affected by the part of their disclaimer "Some digital or HD video channels may be delivered via Switched Digital Video technology requiring an Advanced TV or other receiver with two-way capability, or a device equipped with a Cox CableCARD and SDV tuning adaptor to view those channels.", I had this channel for 4 years along with all the others and Cox likely caused the channel to be incompatible themselves after the fact. At this point, it is obvious Cox isn't going to do anything about it even though they could if they chose to. But since they feel they aren't obligated to, they couldn't care less about this type of issue. It is a moot point by now as I will most likely cancel it, use an antenna and save. To me the value in the starter package only lies in the HD channels and $20 for a few HD channels isn't worth it especially with one the most important ones for news is missing. Final Business Response /* (4000, 9, 2014/03/25) */ We cannot guarantee the high definition channels without a digital box from Cox and unfortunately we're unable to resolve this issue. Mr. ****** has disconnected his television services with Cox. Thank you for your time.

3/20/2014 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Unauthorized service I RECEIVED AN EMAIL CONFIRMATION FROM COX COMMUNICATIONS REGARDING A SERVICE THAT I DID NOT REQUEST. I CALLED COX COMMUNICATIONS TODAY 3/18/2014 AND SPOKE WITH ******** TO ADVISE HER THAT I DID NOT ORDER ANY CABLE SERVICE AND TO ALSO LET HER KNOW THAT I DO NOT LIVE IN OKLAHOMA, NOR HAVE I EVER RESIDED IN OKLAHOMA AND THE SERVICE NUMBER AND SERVICE ADDRESS THAT WAS PROVIDED WAS NOT MY INFORMATION. SHE WANTED MY PERSONAL INFORMATION TO FURTHER INVESTIGATE THIS MATTER AND I WAS NOT COMFORTABLE IN GIVING IT TO HER BECAUSE I WAS NOT SURE IF THIS WAS A SCAM THAT I WAS BEING INVOLVED IN. HOWEVER, I DID PROVIDE HER WITH THE CONFIRMATION AND ORDER NUMBER THAT WAS PROVIDED IN THE E-MAIL, AND SHE WAS NOT ABLE TO HELP ME ANY FURTHER. SO I AM ASKING FOR SOME HELP AND TO FURTHER INVESTIGATE THIS ISSUE FOR ME. I AM INCLUDING THE CONFIRMATION NUMBER, ORDER NUMBER, ORDER DATE, SERVICE ADDRESS AND SERVICE NUMBER BELOW. Cox Communications Confirmation #: XXXXXXX Order Number: XXXXXXXX Order Date: March 17, 2014 Service Address: *** ** **** *********** **** , ** XXXXX Service Phone Number: (XXX)XXX-XXXX

Desired Settlement: I AM REQUESTING THAT THEY CANCEL THE SERVICE THAT WAS NOT AUTHORIZED BY ME.

Business Response: Initial Business Response /* (1000, 5, 2014/03/19) */ Hello, A Cox Communications Supervisor has been in contact with Ms. ********* and it was determined that account is indeed not hers and she is in no way responsible. We are looking into the account internally to determine if this is a fraudulent account or an error. Thank you, Cox Communications Collections

3/18/2014 Billing/Collection Issues
3/4/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Paid bill and was told it would be recalled from their collection agency after payment in full. Did not follow through with agreement. Account#: ********** (through collection agency) Old address: **** ** ***** terrace edmond, ok XXXXX Ssn last X: XXXX Dob: ********** I moved from my address in 2012, returned my equipment and was told their were no current charges but "could" after billing cycle. I never received a bill and when I noticed it on my credit report I was unemployed and struggling to keep the lights on. I recently got back on my feet and fulfilled my obligation to pay my debt. I called Cox to ask if they would take payment and if I paid in full would the account be recalled from collections and deleted. The woman I spoke to, ********* said yes as there will no longer be a need for the collection agency. I paid with my debit card $211. I called back and was told they would only recall under "special circumstances". I told the man that I was told it would be with payment in full and he told me who ever I spoke with is wrong but not to worry as my credit will be better now that it's paid, WRONG! I emailed the CEO two weeks ago with no response. Seems cox only wants money and no interest in fulfilling their requests to the customer.

Desired Settlement: I would simply ask that Cox follow through with their original agreement in having the collection agency, Credit Control Corp, delete the account from my credit report. It has not been updated in 2 years and updating it now could hurt my credit and not allow me to purchase a new home for my family. Don't punish me for paying my debt please.

Business Response: Initial Business Response /* (1000, 5, 2014/02/24) */ We apologize to Ms. ***** for any miscommunication, and have notified the collection agency that the debt has been settled. The collection agency will report to the bureaus that the debt is no longer in an outstanding status and will now show as settled. Thank you, Cox Communications Final Consumer Response /* (3000, 7, 2014/02/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) This response is unacceptable. The bill is PAID IN FULL! If Cox and their collection agency report as "settled" you will have a lawsuit on your hands for knowingly reporting inaccurate information to the credit bureaus. Obviously lying to your customer is a part of your business practices. With that said, my husband has cancelled our Cox service as of today, along with other family member in the Oklahoma City area who have your service. Cox will never be in my home again. I will be monitoring my credit reports for Cox's erroneous reporting of settled on a PAID IN FULL account and will follow through with legal remedies for falsifying my credit report. Final Business Response /* (4000, 9, 2014/03/04) */ The debt obtained was valid and was not paid within the allotted time and therefore sent to a third party collection agency. Statements were sent out to the forwarding address at **** ********** *** ******* Ok notifying of the amount owed on 5/04/12, 5/18/12 and 6/18/12 and sent to a collection agency on 7/13/12. A payment for the debt was collected on 2/07/14. Due to the miscommunication Ms. ***** was given the collection agency has been notified to recall any negative marks from the bureaus, this may take thirty to sixty days to reflect. Thank you, Cox Communications

2/26/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Cox is in breach of contract that they claimed I signed and was effective until 8-6-2014. Increased my price of services. No reslolution. Rec'd my bill, saw an increase from $190.03 to $240.19. After numberous times of going to Store and calling to find out how to lower my bill when it was approx $190.03 (over the last few months), they advised me that there was no way to lower this due to the "bundle contract" that I signed. I did not know that I had "signed" a contract ever but they say that I did so no changes except maybe reduce my channel lineup but most likely it would end up costing me more! So, when I got this bill for $240.19, I tried to contact Cox 8x's and was told that the offices were closed each time, this even happened when I called the 24/7 phone number and the tech transferred me after stating the office had been open for an hour. I called again on 2-10-14 during my lunch, was advised that the hold time was 10 mins, was on hold for 30 mins with the Billing Dept., finally got thru and asked how this was possible, they told me that the rates increased and my "promo had ended." I advised that according to them, I was under a contract with them until 8-6-2014 and so they were in breach of THEIR contract! This seems to be an ongoing problem and billing practices of Cox Communications. After going to the store, making calls and trying to get my bill reduced, they tell me that that cannot happen due to contract but then they think that they can INCREASE my bill at a whim and break the contract that they claim I had signed, I think Cox needs to be held accountable and this needs to be resolved. I got no where with this billing specialist and I advised that Cox was in breach of contract and she would not help me at all. These are unfair billing practices and breach of contract. I need help with this being that they are doing this to way too many ppl and getting away with it. Customer Service person in the Billing Dept was horrible. There is no other cable avail to renters in this area unless the property owner allows you to have a "dish" which most do not. They are taking advantage of ppl and their Internet service claims to be fast, that lasts for about 7 days then it goes to slow mode. Account # XXX XXXX XXXXXXXXX

Desired Settlement: For the rest of my "contract", (thru 8-6-14 or if I was to terminate due to moving out of the county) I am only willing to pay the $190.03 per month unless I was to buy a movie or add some channel line up, something that would incurr an additional charge. My prior bill was $189+ and then it increased to $190.03. I can accept that but no the increase they have tacked on to my account. And as always, I should be able to cancel at any time due to moving.

Business Response: Initial Business Response /* (1000, 5, 2014/02/21) */ Contact Name and Title: ****, Cust Resol Spec Contact Phone: XXX-XXX-XXXX We sincerely apologize for any inconvenience caused. We have spoken with Ms. ****** and discussed her concerns. She was provided a direct contact for any further assistance with her account. We believe she is satisfied with our efforts to resolve this matter. Thank you.

1/28/2014 Advertising/Sales Issues | Read Complaint Details
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Complaint: Denied $100 Visa Gift card for participating in a program advertised to me. Three attempts to resolve with Cox and no response after two weeks. I received a denial post card for my submission of a $100 Cox Visa Prepaid Card if I returned to Cox as my TV and internet provideer. It was part of their "Win Back Promotions." Their denial post card says "Our records indicate that this account was not original invited to participate in the offer." My question is how can that be when I found out about the promotion by the letter they mailed me. I still have it. It is for offer code ********* and ********** When I signed up I was instructed by their sales department that the services I signed up for fulfill the requirements of those two promotions numbers. I have emailed cox three times in the last two weeks to determine the reason I was denied after meeting the offer requirements they set forth. Each time I received a response that I would get resolution withing 1 business day. I still have nothing from them. My service address with them is XXXXX ******** ** ********* ** XXXXX. I feel this is a false advertising claim on their part for not honoring their end of the promotion that helped swing my decision to choose them as my provider of cable and Internet services.

Desired Settlement: I would like them to honor thier promotion and send me the $100 visa gift card.

Business Response: Initial Business Response /* (1000, 5, 2014/01/24) */ I have been in contact with ******** about the rebate offer and the lack of customer support he has received trying to get this resolved. A $100 credit has been applied to his account in replace of the visa gift card. We apologize for the miscommunication and the time Mr. ******** has spent on this issue. Thank you, ****** ****** Admin Specialist Cox Communications

1/28/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Internet always down We just moved from NY to OK. We got Cox TV and Internet. TV disappeared after 15 to 20 minutes. We complaint but no improvement. Therefore we gave up and disconnected TV service. However we update the internet service cost $80 and 50 mb speed. But all the time is problem. All our devices internet stop for 1 minute and then start. It looks we are living in dark age. As in NY we do have Optimum service and never has any complaint.

Desired Settlement: seeking better service and speed as Cox promised

Business Response: Initial Business Response /* (1000, 5, 2014/01/17) */ We apologize for the technical issues that the ********'s have been experiencing. We have tried to make contact via telephone on 1/13 @ 1:20pm, 1/13 @4:00pm and 1/16 @3:00pm and via the e-mail provided on 1/16. All messages were left with a way to contact a Technical Support Supervisor that can assist further. In order to investigate the issues we must speak with the customer and possibly get a field technician on site. Thank you for you time and we look foward to speaking with Mr. or Mrs. ********. Thank you, ****** ****** Admin Specialist Cox Communications

1/24/2014 Billing/Collection Issues | Read Complaint Details
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Complaint: Consistant loss of internet service since installation of service May/2013. Failure to provide service that was offered, agreed to and purchased. We originally purchased residential cable service and internet service. My wife works from an office in our home for Dart Transit, a large interstate motor carrier. She is a Senior Recruiter. It is not unusual for her to handle 300/400 cals per week. Her calls come in via a VOIP system, with service provided by Shoretel Communications. Calls are constantly being dropped. This has been an ongoing problem since we had cable service installed. Cos convinced us that the problems would go away if we switched to their business side. It didn't help other than speed up the response to our complaints. THEY CAN'T FIX THE PROBLEMS. We switched back to residential internet service the first of this year, as we were paying more for the business service but getting nothing more in return. Calss started dropping again the first of this week, Monday 01/06/14. I called in and reported the problem. A service tech, one we have gotten to know quite well, sowed up yesterday @ 3:30pm. He checked everything out and advised that there was nithing he could do but report the problem as it was obviously in the Cox system, not at our location. We are still without service. This is day five. The order number for this weeks issue is XXXXXXX. We have purchased the service that is supposed to provide us with 50Mbps download and have never received more than 8 to 10 Mbps download. We run speed tests several times per week and print the results. We ahve those in our Cox file. We ran a test this morning at 10:00am and got 5.25 Mbps download speed. Speed test ran at 7:57am, this morning produced results of 7.43Mbps download. They have been aware of our problems since May of 2013. They obviouly can't fix them. Yet, they continue to advertise a high speed service that the "Troops" in the field know they cannot provide. My wife's income is based on performance, and without reliable telephone service, her performance is suffering.

Desired Settlement: We want the service performance that we were offered and are paying for and an adjustment in the billing for the oeriod of time that we have not received what we have been paying for. Failure to receive that will leave us no alternative but to file a formal complaint with the F.C.C. and the F.T.C (Truth in Advertising).

Business Response: Initial Business Response /* (1000, 5, 2014/01/13) */ We spoke with Mr. ********* completed a trouble call and believed to have found the problem that was causing the service issues. A credit was applied to the account in the total of -$275.35. Mr. ******** is encouraged to call if the issue persists, he has a direct number but we are confident the problem was located and solved. Thank you, ****** ****** Admin Specialist Cox Communications

1/14/2014 Delivery Issues
1/13/2014 Delivery Issues | Read Complaint Details
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Complaint: Cancelled serveral channels ihitial contract said i was entitled to purchased 7-10-13/account # XXX XXXX XXXXXXXXX pay by check monthly

Desired Settlement: i want the deleted channels restored

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ Annually, to ensure customers receive all channels within the packages in which they subscribe, Cox Communications reviews its channel authorizations per package to identify potential discrepancies. These corrections also ensure our customer facing materials align with the offerings within each of our video packages. If discrepancies are found during the audit, corrections are implemented. If Ms. ****** would like to receive the package that included the channels she is requesting she can contact our sales department at XXX-XXX-XXXX and add the appropriate package. We apologize for the inconvenience. Thank you, Cox Communications Consumer Response /* (3000, 11, 2014/01/08) */ My complaint is when I signed up for Cox services in 7-13, I was given a list of channels I would recieve. Six months later all of the 700 channels were deleted. I was not informed this would happen, nor was I told at the time I signed up that I would only keep these channels for six months. Now Cox comes back with a bonus package which has some of the channels I frequently watch. I think they are just trying to get more money out of me by refusing to honor the original agreement. I'm very angry about this. I appreciate any help you can give me. **** ****** Business Response /* (4000, 13, 2014/01/13) */ Ms. ****** was given the movie/bonus package (which has several of the channels that are no longer available on the Expanded package)at a discounted rate for 3months and given a -$15 credit for the inconvenience. Thank you, Cox Communications

12/31/2013 Problems with Product/Service | Read Complaint Details
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Complaint: I recently moved apartments and Cox communications stated via an online sales rep that I must obtain an installation kit for the internet to be reinstalled at my new apt. However, when the customer service rep. researched the new address they found that the apartment was already pre-wired and thus failed to inform me that there was no need to purchase a new installation kit, that in fact all that needed to be done was to install the old cable, modem, and router at the new apartment via the prewired cable. This caused me not only to have to drive to pick up the cable I already had, but to wait to re-install my internet which I had been paying for all along because there was no stop in service. Product_Or_Service: self installation kit Order_Number: XXXXXXX Account_Number: XXX-XXXX-XXXXXXXXX

Desired Settlement: DesiredSettlementID: Refund I would like my money refunded for the installation kit as well as a 15% discount on my bill for December 2013 as I was not able to use the internet because they failed to inform me that I already had the parts necessary to complete the self installation.

Business Response: Initial Business Response /* (1000, 5, 2013/12/20) */ Hello, Spoke with Ms. ***** and apologized for the confusion, we took off the charge for the installation kit and issued a $20.00 customer goodwill credit onto her account. Thank you, Cox Communications

12/5/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: I am being charged a cancellation fee for an alledged contract of services for cancelling my services. The amount is $250. On November 12, 2013, I cancelled my services with Cox Communications. The Cox associate told me I would be charged $250 for a cancellation fee because there was a 24 month contract. This is absolutely not true. After speaking with three other employees from Cox, they are still insisting I had a contract but can provide nothing to substantiate their claim. Before cancelling my services, I made a telephone call to customer services at Cox Communications and asked if they wanted to lower my monthly bill to the amount I had been quoted to go with AT&T Uverse. During this conversation, I specifically asked if I agreed to a 24 month contract would it lower my monthly bill. The Cox associate said that I was not under a contract, it would not save any money, but lock in my current bill amount. I told her very clearly that there was absolutely no reason to agree to a contract if it was not going to provide me a lower price. In addition, a contract service company that works for Cox, showed up at my place of business, the day after cancelling services, demanding their equipment back. When I refused, this person threatened that Cox would sue me for $1000 for not turning over the equipment. I am returning their equipment, but not to an unknown third party. This "account service" company's address is 1420 NW 39th, Oklahoma City, OK 73118, telephone number (XXX) XXX-XXXX. The employee name was *** *******. I was contacted by someone else from this same company whose name is ***** ********* I have perfect credit, and know that if this erroneous charge is not paid, then it will appear on my credit bureaus as an unpaid bill. Please, I need your assistance! Thank you.

Desired Settlement: I want something in writing that states there is no cancellation fee that is owed.

Business Response: Initial Business Response /* (1000, 5, 2013/11/25) */ Hello, I spoke to Ms. ******* and agreed to credit the early termination fee of $220.66. We apologize for her bad experience and any miscommunication and discussed the equipment and the final bill. Ms. ******* has my information to contact me personally if she has any questions or concerns. Thank you for your time in this matter ****** ****** Admin Specialist II Cox Communications Final Consumer Response /* (3000, 7, 2013/11/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I am very concerned about the fact that five Cox Communications associates told me this money was owed,until this complaint was filed. This matter should have been resolved during my first telephone conversation, since in fact, they were adamant that I owed a cancellation fee and was under contract with them. This is a classic example of really poor and illegal business practices that must go on consistently with Cox Communications. How many innocent victims have paid erroneous charges to cancel their services? It seems reasonable, that your agency would want to investigate their company further. Final Business Response /* (4000, 9, 2013/12/04) */ The credit was applied to Ms. *******'s account was for customer goodwill. Our intention is not to mislead our customers but allow our customers to be in a locked rate for 24months at the regular rate of their Cox Services at the time of the agreement; this does not include any promotional rate but again is the regular rate. This protects the consumer from any company wide rate increases. The terms and conditions are enclosed in the customers first bill after the agreement is made, the customer has 30 days to review the terms and conditions and if they choose against the agreement the customer must notify Cox Communications. In Ms. *******'s case she spoke to a few different representatives and we were unable to the pull the call where the price lock was discussed, as a courtesy for Ms. ******* I agreed to credit the early termination fee since her experience with Cox was unsatisfactory. Thank you, ****** ****** Cox Communications

11/13/2013 Problems with Product/Service | Read Complaint Details
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Complaint: DTD salesman offered me service for approx. $115/mo, but the actual bill is $220/mo. Cox refusing to honor promised price and doesn't return calls. On August 17th, a salesman named **** came to my door and offered a promotional special for me to switch my cable/internet/phone service back to Cox. The deal included premiere cable, premiere (25 mbps) internet, and premiere telephone plus HBO, Encore, and Stars with HD service and a wireless gateway for no installation at the rate of $89.99/month guaranteed for 24 months. We asked to also have Showtime which he said he could add for an additional $5/month. He gave us total "out the door" price of just under $115. I received the first bill and it was around $220 so I contacted Cox billing who advised me to contact ****, the salesman. I did so and he assured me that the problem would be corrected. At one point, he even said that he had corrected the issue and would email me a copy of the new bill. No such email ever came, and eventually he stopped responding to my texts and voicemails. The last response I had from him was on August 31st. My bill was due on September 9th, so I went in to the Cox office located just east of MacArthur on NW Expressway and spoke with *** who worked in the store. He knew the name of the salesman before I even told him because apparently I wasn't the only one complaining. He made a copy of the paperwork that **** left with me the day I signed up for service, and he told me someone would be in touch with me. I asked if I should go ahead and make at least the payment that should be due if I had been properly bill, but *** said to wait until they resolved the issue and that if there were any late fees, Cox would take care of that. The following day, he called and told me a supervisor would be contacting me that day. Nobody ever contacted me. I called the store back on September 19th and asked to speak with *** or the supervisor that was supposed to have called me back. Neither person ever called. I called the billing office again on approx September 23rd. The first lady I spoke with tried to apply different discount codes to the account, but was unable to get the bill down to the price I was promised. I told her I would not accept anything other than the service I was promised at the price I was promised. She escalated the call to her manager who advised me the best they could do would be to pare down my services and that even then it would still be around $135. I declined and requested that someone with proper authority to handle the situation call me back, since there was nobody at the Call Center with that authority. He advised me that he would have a sales manager call me back that day because he felt that would be the better department to assist me. I waited but, yet again, nobody ever called me back. I called again on September 26th and spoke to a supervisor in the sales department. She advised me again that the best they could do to lower my bill was reduce my services. I asked again to speak with someone who had the authority to help me. Today is October 2, 2013, and yet again, nobody has returned my call. I understand that **** likely misquoted the price and/or over-promised the services they would provide at that price. However, as an agent of Cox which was evidenced by the order form from Cox which he had with him at the home visit and the subsequent installation of Cox services by the company, I believe that Cox should be bound by the agreement and honor the price I was promised. I had reasonable grounds to believe that the information I was being given by **** was correct, and I acted according to that information by allowing Cox to install services at my home and by discontinuing services with AT&T Uverse, my previous provider. I have been harmed by this situation due to the price variance, as well as the amount of time I have had to spend trying to get this situation corrected.

Desired Settlement: I would like for Cox Communications to honor the price and services I was offered by their salesman. I was supposed to receive premiere cable, premiere internet (25 mbps), premiere telephone, HD service, wireless gateway, HBO, Encore, and Stars for $89.99 plus Showtime for $5. The total price with fees, taxes, etc. was supposed to be just under $115 and the price was guaranteed for two years, and in return I agreed to keep my services active with Cox for the same term. Additionally, I was supposed to receive a $200 rebate which I applied for about a week after I received the servce. Cox's employee **** in Sales and *** with Cox Store on NW Expressway each have copies of this agreement. Otherwise, I would like Cox to cancel all of my services, keep the rebate, and issue a credit to my account either eliminating the bill completely, or at least reducing it to what I should have paid according to the plan I agreed to and I will change my services back to another provider with the strong assurance to Cox that I will never return as a customer in any capacity and will certainly share my experience with anyone else who is considering their services.

Business Response: Initial Business Response /* (1000, 5, 2013/10/17) */ Ms. ****** was contacted in regards to her account. The sales representative's supervisor reached out to Ms. ****** and informed her of different campaigns that we were able to add onto the account and talk to her about different options she can do. We apologize for any miscommunication and have added a credit of $60.00 to her account to cover the cost of the premium channels for the last two billing statements. Thank you for your time, Cox Communications Final Consumer Response /* (3000, 7, 2013/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was not contacted in regards to my account. This is an untrue statement. Nobody from Cox "reached out" to me. I initiated every contact between myself and Cox with the exception of the sales rep from the local store calling me back twice to see if a supervisor had contacted me yet (which one hadn't). I was promised return calls multiple times and these promises were never kept. During a phone call that I made to the call center, after escalation to a supervisor, I was offered different packages which I declined. As I have explained multiple times to Cox and through my complaint to the BBB, the only package I was willing to accept from Cox was the one I was promised by the salesman who came to my door. While I appreciate the offer of the credit on my account, the difference between what I was promised and what I am being charged is approximately $100 per month, so this amount doesn't even cover the difference for one month. Moreover, I have made the decision, due to Cox's poor handling of this entire situation, to return to AT&T U-verse. Therefore, at this juncture, the only acceptable resolution would be adjustment of my account for the approximately two months of service I received from Cox to the amount which I was promised I would be charged along with release from any contract I have with Cox without recourse, since clearly Cox wasn't honoring the contract themselves. Final Business Response /* (4000, 14, 2013/11/12) */ We apologize that we were not able to keep Ms. ****** as a customer. We have issued a credit for the difference of what Ms. ****** was quoted for the two months of active service and a credit for the early termination fee that generated after the account was disconnected. A final statement will mail out to Ms. ****** for her review. Thank you, Cox Communications

11/11/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: REFUSES TO FIX CABLE AND REFUSES TO ISSUE CREDIT FOR POOR SERVICE I have contacted Cox at XXX-XXX-XXXX multiple times in the past few months about poor cable service in which the screen scrambles constantly. A service technician told me he couldn't fix it because it is an issue with the box on the pole. I was told by customer service "unfortunately" it takes a long time to fix. He in turn refused to issue me a credit for poor service until the service was fixed. I called again not long after and was told the exact same thing. The customer service rep refused to issue me a credit. I spoke to a managing supervisor who promised to call me directly once the service is fixed. That has been weeks ago. It has been at least two months now and the service is not fixed. I also have never received any type of credit whatsoever. In addition, it takes 20 to 30 minutes for customer service to answer a call, sometimes even longer. I am currently seeking satellite service deals and just want other people moving into the area to know what poor service Cox offers. They should know before they waste their time.

Desired Settlement: I want a monthly discount each month until the service is completely fixed, and of course I have spent hours wasting my time asking them to fix this service which they haven't, so obviously that is a desired outcome.

Business Response: Initial Business Response /* (1000, 6, 2013/10/30) */ Contact Name and Title: ****** ****** Admin II Contact Phone: XXX-XXX-XXXX Contact Email: *************@cox.com We have been in contact with Ms. **** and are coordinating with our field services to fix the issues she is experiencing. I have issued a credit for two months of cable services, a credit totaling $212.94. We will continue to work with our field and Ms. **** to resolve the issues. Thank you, Cox Communications

11/6/2013 Guarantee/Warranty Issues | Read Complaint Details
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Complaint: Cox can not fix our service to provide uninterrupted service in Internet service. The service does not work multiple times every day. We were not able to consistently have Internet service at our previous home due to cox's poor service. Foolishly, we tried them at our new home. Service is just as poor. We have had numerous technicians (double digits) to our home. None of them have been able to help although each one has an issue supposedly causing it that isn't cox's fault. After purchasing filters, extenders, routers, moderns etc its still not working but couldn't possibly be cox's fault.

Desired Settlement: FIX IT or refund all the Internet access charges.

Business Response: Initial Business Response /* (1000, 8, 2013/10/02) */ Contact Name and Title: ****** ****** Admin Spec Contact Phone: XXX-XXX-XXXX Contact Email: *************@cox.com Hello, We are currently working with Mr. **** to resolve his service issues. I have given him a one month credit for his internet totaling $33.01. Thank you, Cox Communications Final Consumer Response /* (4200, 17, 2013/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have the number and they have called. The problem is that I have to spend at least one day a week leaving early etc to be there for them to tell me its fixed and it not work an hour later. Final Business Response /* (4000, 19, 2013/11/01) */ We are investigating the issue from outside the home, our line crew is out monitoring the area to see if we can pin point the cause without having Mr. **** to trouble shoot and attend trouble calls in the home. The problem has been relayed as an intermittent issue and unfortunately those take some time to find and correct. We encourage Mr. **** to utilize our 24/7 technical support team and our executive resolution team. Thank you, Cox Communications .

11/4/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: my current amount due on my bill is higher than it should be and cox is trying to disconnect my service this saturday without working with me at all. I was receiving service at my old house **** ** ***** (XXXXX) prior to 5/23/13. On 5/23/13 we moved and were homeless until 7/9/13. I explained this to cox and was told I would not have to worry about paying for service since I was homeless. Once I moved into my new home *** ** ***** (XXXXX) I initiated my service to continue. They billed me for my old house even though i was told i would not be billed. this came to $112. I then called in to complain and they told me it would be taken off. It was not. then I was billed for the next month for a total of $311. this included the $122 from a previous bill i was not supposed to be billed because we were homeless. I called into complain because our service was down for about a week and they credited me $90, but they did not credit me for the $112 charge from a previous bill. I then attempted to lower the cost of my bill by removing some items that would make my next bill around $160. My next bill i received was $217. this put me at a total of $438 that i now owed. The bill was never supposed to be that high. I them switched all my cable over to Direct TV and just left internet and phone. My bill was only then supposed to be $60. It has be extremely difficult for me to know how much to pay on the bill so i havent. I know i should owe $160 for one month and then $60 for the current month. The other charges I should NOT owe. I attempted to call in today and ask if they would allow me to make some sort of payment arrangement or if there was another supervisor I could speak with to discuss these charges especially since they were wrong and not itemized. I was sent to collections departmenet and they told me I had 7 days to pay the full amount due or i would be shut off. I do not think its fair for me to pay an amount to keep services when the amount due is incorrect. I would be happy to pay the amount i truly owe but i cant pay month i dont really have on a bill that is just incorrect.

Desired Settlement: I would like for them to correct my bill. I should owe around $160 and then current charges of around $60. I would also like for them to give me the opportunity to make payment arrangements instead of cutting me off and sending me to collections.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Dear Ms. ******, I am very sorry to hear of the trouble with your billing on the Cox account. After careful review of the current and previous address I did find many credits to the charges. At the previous address, I was unable to find any notification of leaving the address in May, but there was a credit of $138.47 on 6/10/2013. The ending balance there was $112.93. At the current address, I did see the $90.00 credit you mentioned that was done on 7/17/2013. Since then, we have issued the $112.93 credit for the balance that carried over from your previous address. All credits are now complete. The services have also been reduced to internet and a limited phone line for $31.55 per month. Please let me know if you have any other questions or concerns. Respectfully, ******* ****** Executive Assistant Cox Oklahoma - Tulsa Final Consumer Response /* (3000, 7, 2013/10/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Can you explain how I still owed $316.19? That is what they just charged over the weekend and they told me if I did NOT pay it they were going to send me to collections. So. Now I cannot pay my other more important bills because I had to pay $316.19 instead of some sort of payment plan. I do not even understand why I still owe that much. You did not address my complaint. I shouldnt owe 316??? Why do I owe so much and why is COX so unwilling to work with people. Do they assume all people have tons of money lying around for ridiculous charges on their bills? Final Business Response /* (4000, 9, 2013/10/22) */ Below is a list of charges billed and credits applied to your account at NW 167th Street: Service 7/10/2013-8/9/2013: $198.55 Previous address balance: +$112.93 Balance due 7/20/2013: $311.48 Service credit for 7/17-8/9: -$22.06 Additional service credits: -$90.00 Data speed upgrade 7/22/2013 New balance due 7/20/2013: $224.75 Service 8/10-9/9 added Balance due 8/20/2013: $438.96 Payment 8/16/2013: -$15.27 8/21 Cable downgrade 9/9 Data discount New balance due 8/20: $398.93 Service 9/10-10/9 added Balance due 9/20: $429.12 Credit for previous address balance: -$112.93 New balance due 9/20: $316.19 Service 10/10-11/9 added Balance due 10/20: $347.74 Payment 10/19: -$316.19 Current balance due 10/20: $31.55 I hope this better illustrates the charges to your account. Sincerely, ******* ****** Executive Assistant Cox Oklahoma - Tulsa

10/16/2013 Problems with Product/Service | Read Complaint Details
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Complaint: We signed up 3 Jul for the "Best Bundle Ever" promotion, and we were promised by the Retail Connection Specialist ***** ******** to receive $250 back We signed up 3 Jul for the "Best Bundle Ever" promotion, and we were promised by the Retail Connection Specialist ***** ******** to receive $250 cash back. First ***** told us that we would receive the $250 in 4-6 weeks. After several calls to *****, we still have not received the $250. In one conversation he said, "that the code never got input into the system on our account". Next time he said that, "he would have to get with his supervisor to have him input it into our account", and it still would take 4-6 more weeks. The next time he told me that, "he went ahead and input the code into the system on our account, and that we should be getting the check, but he was not sure how long it would take". I have called *****, and texted *****, but we still have not received our check for $250

Desired Settlement: We just would like the $250 that ***** and Cox Communications promised us, and that is advertised on the Cox/Best Buy, Best Bundle Ever promotion brochure.

Business Response: Initial Business Response /* (1000, 5, 2013/10/14) */ Contact Name and Title: ****** ****** Admin Spec Contact Phone: XXX-XXX-XXXX Contact Email: *************@cox.com Mr. ***** has received the $250 rebate and we apologize for the delay or any miscommunication he received. Thank you for your time, Cox Communications

10/14/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: cox communications which I do not have an account with charged me for 463 dollars my wife who is disabled and hearing impaired had an account with cox i switched over to att for better service lower prices however cox refused to let me cancel the account i told them they no longer had authority to charge my account for any reason today 9/18/13 my account was charged for 463.61 with no authority to do so and no explanation i do not have an account with them they do not have permission to charge me without my consent this theft they should be prosecuted

Desired Settlement: i want my money back

Business Response: Initial Business Response /* (1000, 5, 2013/10/02) */ Hello, We are unable to locate Mr. ******* account with the information provided. I have sent an e-mail to the address listed on the complaint but have not received a response. If Mr. ****** can contact me directly I can look up his account and view the billing and check for any errors. Thank you, ****** ****** Admin Specialist II Cox Communications XXX-XXX-XXXX *************@cox.com

10/14/2013 Billing/Collection Issues | Read Complaint Details
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Complaint: I have had continued problems with my phone and cable. I have attempted to contact cox several times in regards to my telephone not working properly. They have records that show I called about cable in January. They always give reasons for the issues that are out of their control. My cable has been delayed with picture to sound. I have not been able to use my telephone for the last month. The service person I spoke with on 09/10/13 was very rude and wasn't willing to accommodate or fix the issue. I have been paying for several months on services that I have not been receiving.

Desired Settlement: I would like cox to come disconnect my service and I would like to not pay any balance that is owed. I have not been able to enjoy services for sometime. I was given a person in technical support to contact with issues due to my services being so poor. I did contact him 09/07/13, but he was off and I haven't recieved a call back. I have had to use my cellphone while at home, which has caused my overages. These overages would not have occured had by telephone been working.

Business Response: Initial Business Response /* (1000, 5, 2013/09/23) */ Ms. ****'s phone line is working and was verified by an acting supervisor and a total credit of $33.36 was put onto the account for issues she has experienced. If Ms. **** has any future issues she can contact our 24/7 technical support team at XXX-XXX-XXXX . Thank you, Cox Communications Final Consumer Response /* (3000, 7, 2013/09/29) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have attempted to contact Cox as my phone is not working and they are experiencing longer than normal hold times. I have to continuously use my cell phone at home due to my home phone never working or dropping my calls. I still believe that I am entitled to more of a credit. I have contacted AT&T and know that I can transfer my phone number to my account with them. If Cox is going to continue to have issues I would like my services disconnected with no monies due. Final Business Response /* (4000, 11, 2013/10/14) */ Ms. ****'s services should be all resolved, we had a special team take a look at the issues she was having and get to the root of the problem. An issue was found and fixed and Ms. **** received a $100 credit for the time she was experiencing issues. Thank you, Cox Communications Technical Support

9/23/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Did not attempt delivery on products or attempt contact when they claimed to have attempted delivery on 8/22 I contacted cox because I was moving and was transferring service. I asked to scale back my "boxes" but was recommended an additional box service I agreed to. the representative told me that would give me "free professional transfer" to start the service and said Monday between 10-12 or 12-2 would be their open times. I agreed to 10-12 and made arrangements to have everything prepared and gave him my cell number which they also have on file. on Monday 8/26 my 18 year old son was there from 7 am on letting in service people in to work. at no time did anyone from Cox come to the door. I contacted cox and they stated the technician put in that they had arrived at 10:15 and knocked, and again at 10:25 with no answer. the only number listed on the work order was my home phone (through cox) and it was in the "notes" not the contact box. My son was at that time working with the landlord literally 5 feet from the front door. He says that no one knocked or came to the door. cox is now saying it will be wednesday or thursday before they can return. When a bill is late or they want to sell services they can find every number and email I have, but to actually do the work they have no way to contact me. I find this ridiculous and a poor way to do service.

Desired Settlement: all I am asking is the products and services I have been sold by your staff to be installed at the already inconvenient times you say you will be there. I have small children, and as a single father its difficult enough to take time off to sit and wait but to tell them it would be done before they get home and it isnt is disappointing to them and infuriating to the consumer.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/06) */ Mr. ******** services were installed on August 31st. A member of our executive specialist team called and spoke with Mr. ******** to address his concerns and a credit was applied to Mr. ******** account for the inconvenience. Thank you, ****** ****** Admin Specialist II Cox Communications

9/17/2013 Advertising/Sales Issues | Read Complaint Details
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Complaint: Reported a "late" payment to credit agency. Failed to realize they never notified me of the bill. I deployed in April and contacted Cox shortly after I got settled in at my location. I notified them I was deployed and that I needed to disconnect my cable and internet service. I specifically told them that email was my ONLY method of communication. They asked about the cable box and internet modem that I hadn't returned and asked if I would be able to have a friend return them. I told them the items were in storage and that they could bill me for them. I received confirmation that my service had been disconnected a few days later. After another few days, I received what I believed to be a final bill. It was only for the last month of service, so in regards to the modem and cable box, I assumed I had paid a deposit and that it just wouldn't be refunded since I hadn't returned the items. I've always had paperless billing with Cox, so I always received my bills via email. Roughly three months later, I received an alert on my credit that I had a delinquent account. I saw that it was from Cox in the amount of $350. In the details portion, I saw that they claimed to have tried to contact me by phone, although I had previously told them that email was my only method of communication at my deployed location. I never received an email notifying me of a bill for the equipment and in the midst of this process, they told me that once they disconnect an account, the member no longer has access to billing options so even had I checked (without receiving notification), I wouldn't have been able to pay it anyway. I contacted Cox and tried to state my case, but they apparently didn't understand my complaint, so to expedite the situation I paid the bill. My credit score dropped over 60 points (never had so much as a late payment, let alone delinquent) and I was denied on a mortgage application because of the delinquent account. I have emails from Cox stating that once the balance was paid they would send a letter to the credit agency to notify them I had taken care of the balance. It's been a month now, and after emailing them multiple times to check the status, they've still not held up to their end. To summarize, I do understand that I was liable for the final bill for the equipment, which is why I paid it, but I don't believe it should've been reported to the credit agency. They completely ignored that I told them email was my only method of communication and they never presented me with a bill. They simply assumed I knew about it without ever notifying me.

Desired Settlement: All I want is for the delinquent account to be removed from my credit report.

Business Response: Business' Initial Response /* (1000, 5, 2013/09/11) */ Contact Name and Title: ****** ****** Admin Spec Contact Phone: XXX-XXX-XXXX Contact Email: *************@cox.com We have reached out to our Credit agency and asked they recall the remarks from the credit bureaus. This action may take up to 60 days to reflect accordingly. Thank you, Cox Communications Collection Department

9/2/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Refund was mailed to a wrong address- not my fault. Cox will not mail me the refund until a period of time has passed. Account XXX-XXXX-XXXXXXXXX I disconnected my internet after a year of having Cox and moving to my new residence. I paid in advance and returned my equipment and have had a balance from the first days of June. I understand having a policy on refund checks being lost but it was not mailed to my new address. Whoever set up my new address left the apartment number off my billing address. I finally reached a manager who agrees with me but said he didn't have any ability to resend anything. I liked Cox but I really hope this policy gets fixed for times when theres a billing address error.. I also hope that the employees that have disconnected their calls with me or transferred me back into the queue are coached. I used cox in another market a few years back and even had business internet and never dealt with anything like this. Account Number: XXX-XXXX-XXXXXXXXX Thanks.

Desired Settlement: $80.46 for my account balance refund.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/15) */ Reply to BBB Case # XXXXXXXX ***** ********* We do greatly apologize for the error in the billing address. The original refund check was returned on 8/7/2013. A new refund was requested on 8/9/2013 when this complaint was received. The new refund request was processed and resent on 8/12/2013. I have verified that the full address is correct, including the apartment number. Thank you, ******* ****** Executive Assistant Cox Oklahoma - Tulsa

9/2/2013 Delivery Issues | Read Complaint Details
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Complaint: Today 8/10/2013 I spoke with a collections rep by the name of *****, ID# ***** (which is what he gave me).. I have a problem dealing with my account and payments made on my account.. I spoke to this gentleman and all he is telling me is based on the notes on the account he can't and won't do anything for me.. Your representative fail to realize every situation is not the same and the notes are not always correct on the account.. I was calling about a completely different issue besides the one he continuously referred to. I'm sure this call was recorded, I would appreciate if that was handled in the correct manner. The reason for this email is as follows, July 2nd I had an arrangement setup to pay 67 dollars. My service was shut off at 11pm that night then I called to make the payment. I spoke to a tech support rep, after trying to make the payment through the automated system. The representative took the payment, I used a MasterCard and the rep gave me a transaction ID and restored my services.. Transaction ID *************** ). Then comes July 18, my services were shut off once again. My girlfriend (which is the name on the account) calls and she is being told the payment didnt go through. This is 16 days later. The services were on for the entire time until the 18th. So we check the statement and see that the payment didnt come out of the MasterCard. I then setup a ten day post dated check with field collections rep, named *** (XXX) XXX-XXXX, for the amount of 265.18. This payment was scheduled to come out July 28th. I went into the store on NW Exp. and paid 266.00 in cash on July 26th. As soon as that payment was made I called *** and told him the payment was made for the check. He stated that the check would not be processed and he would stop the check.. Then he told me to contact the XXX-XXXX and setup a arrangement for the remaining balance if need be. I called and then setup an arrangement for the remaining, to be due on the 19th. Then last night August 9, my services get shut off once again, now all I'm hearing is because a check was returned the arrangement is automatically null and void.. The check was never supposed to come out in the first place. I call *** to get things straightened out and he is on 4 month leave for STD. Collections reps tell me they have the power to do so but won't due so cause what's stated in the notes.. Then I have to wait for a supervisor call back.. This can be handled a lot better by this company than it has been handled.. Please contact me back with a resolution.. thank you!

Desired Settlement: DesiredSettlementID: Other (requires explanation) My services restored.. The returned check removed from my account and the arrangement I setup for the 19th to be honored..

Business Response: Business' Initial Response /* (1000, 5, 2013/08/19) */ Thank you for giving us the opportunity to respond. Mr. ****** contacted the BBB on 08/10/13. We were in contact with Mr. ****** on 08/13/13 and as far as we know it has been resolved. If Mr. ****** should need further assistance please have him call our Collections Department at XXX-XXX-XXXX. Thank you, ****** *********

8/22/2013 Delivery Issues | Read Complaint Details
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Additional Notes

Complaint: Cox Communications is charging me for services that are supposed to be free according to my my printed order confirmation. I ordered new service for cable, phone, and internet online at Cox.com on April 25, 2013. Initially, the features I ordered were not all installed. When I realized that they had not installed the Whole home DVR or the Starz channels, I called them. They came and installed it, but then charged me for the installation and trip charge which should have been free. Upon closer inspection of my bills, I realized that they were also charging me installments for the initial installation that was also supposed to be free and for the Plus package which was supposed to be a free upgrade. After making several phone calls and a trip to the local Cox store, they credited me for most of these charges. However, after being assured that everything has been taken care of, I am still being charged for the Plus Package. I have gone back to the Cox store and was told that I would be called back by the same manager who was supposed to have taken care of it before within 24 hours. After 2 days and no response from Cox, I called Cox again and spent over 45 minutes talking to 3 different people who tell me they can't correct the problem because it is no longer a promotion, but would have to forward it to their IT department to research the issue and would let me know within 5 days. I have never had such a difficult time with something that should be an easy resolution. For a communication company, Cox does a poor job of communicating within the company and an even worse job of resolving this issue.

Desired Settlement: I want Cox Communications to honor the order that was placed and not charge me for the Plus Package that is supposed to be a free upgrade.

Business Response: Business' Initial Response /* (1000, 5, 2013/08/20) */ Ms. *****, I am very sorry for the trouble you have had in resolving the billing issues on your Cox account. Upon review of your account, I did see that a credit has been applied to your account for the installation fees, as well as a credit for the $5.00 for the Plus Package for the duration of the 24 months contract. The lump credit for the Plus Package was for $120.00 done 8/19/2013. If you have any other concerns or questions, please let us know. Sincerely, ******* ****** Executive Assistant Cox Oklahoma - Tulsa


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