PEORIA, ARIZONA -- 12-30-2015. I have been with Cox Communications for many years for my cable, computer and telephone needs. Over the years, the price has steadily climbed higher and higher, but in return they provide nothing. I've been paying $136 a month for quite a while. A bit high for the services I'm getting but they said they were extending me a Customer Loyalty price. Really?
So, today I open my Cox bill and it tells me $151 is due, a $15 increase. I called Cox and was transferred to the Customer Loyalty department per my request. Keith, the person I spoke with was actually a pretty nice guy. He told me I was losing my customer loyalty discount and in addition, Cox was raising their rates another $7 a month starting January 7, 2016. Keith told me my bill would be going from $136 a month to about $169 a month. A $33 a month hike, without receiving any extra benefits. Outrageous! Who does rate hikes like that to such an extreme?
I tried negotiating for a better price, but unfortunately, it seemed to be falling on deaf ears. It appears Cox is not so much into customer service or loyalty anymore, but into making the almighty dollar. I am very disappointed in Cox Communications conducting business like this. What a shame. I thought they were better than that.
MANHATTAN, KANSAS -- Long story short - Cox tried billing me for something that I PREVIOUSLY PAID for. I took it upon myself to try and resolve this issue but Cox was unresponsive. Cox then turned over this (debt) to collections and it has been a nightmare ever since. Worst customer service I've ever experienced. Literally.
PHOENIX, ARIZONA -- My wife and I decided to trim our budget because of cutbacks at our jobs. We both work for the City of Phoenix who are downsizing and doing extreme budget cuts. We decided to return our four Cox converter TV boxes and reduce the TV service to basic.
During the process a young lady by the name of Brittany mentioned that she was looking at our account to try to trim some more charges off the bill. She was doing this to try to pacify my wife and I because she mentioned our internet service.
I interrupted her and told her that there was nothing wrong with my internet service and to just leave it alone. I had five computers, a tablet and two smartphones networked and operating perfect. I also use internet streaming of music and movies. My two daughters' computers are used extensively for homework and the homework website uses animation and video clips to teach.
Brittany continued to sow her seed of wickedness by mentioning that my modem was not up to speed. I told her that it is working just fine and if need be I can replace it and that I was experienced in computer networking. I perceived that Brittany mentioned my internet because she could tell that I stream movies from the internet. Brittany was not happy with me and it was noticeable by her attitude. My internet speed was well over 100kbps before I turned in the Cox TV boxes. After using Cox Speed test Xfinity Speed Test and Speedtest.net, all three tests showed an upload of 7kbps and a download of 5kbps.
This evil person Brittany assumed that I turned in the TV boxes and reduced my service to use other sources. Even if this was so, it's my choice how I use my internet that I pay Cox $64.00 Per month for. I have paid one month for the lowest streaming and bandwidth offered by Cox at the tune of $64.00 per month. I will continue to monitor my connection speed and document it for another month. Afterwards, l will take my research to legal representation and have them document this wickedness with me.
I know Cox next move will be that it's my network, computers, my modem or router is the problem. I've been with Cox for over 25 years and I have not had one hiccup or stumble in service until I turned in the TV boxes and reduced my service with them. I am not obligated to keep Cox pockets happy while my family suffers. If Cox can't stand the heat of Technology, then get out of the arena of technology. Cox - your enemy in the digital age.
ATLANTA, GEORGIA -- This company is overall HORRIBLE! I recommend never starting service with them, because if you have to leave the area you're serviced by Cox, they WILL put you in COLLECTIONS!!! At least, that is what happened to me. I had to move in a hurry and didn't have time to drop off my internet box to a Cox location in Florida.
I moved to a state where there is THANKFULLY no Cox. They had to mail me a prepaid shipping label. In the process of sending my shipping label, they closed my account and sent it to a third party collector!! I returned the equipment, which they have since received and show as the case. These cooks OWE ME MONEY, and they have sent me to collections! What a joke. S.T.E.E.R. C.L.E.A.R.
OKLAHOMA -- On Feb. 20, 2015 I phoned Cox Communications to make arrangements to have our cable vision and internet service terminated. I spoke with Cox representatives in customer service, billing and tech support and each representative from the respective department confirmed that our account was paid up until March 9 of this year, so I requested that our service be stopped on March 8 as I did not want an outstanding balance due to the fact that my wife has cancer and medical bills are continually increasing.
On March 12, we received a bill in the mail from Cox saying we owed a balance of $86.57. I phoned Cox billing and explained that we had made arrangements to have our service cancelled a day before the date we had been told we were paid up to. The person I was speaking to (**) continually interrupted me when I was trying to explain what we had been told and when I asked if I could speak with a supervisor I was told I could not as none were available. So, I asked if a supervisor could call me back when one was available. I was then told that supervisors do not call customers.
We have been Cox customers for many years but when our services decreased and our charges increased, Cox Communications simply priced themselves out of our house. I have read and heard from numerous sources that in 10 years time, cable TV will be a thing of the past but with the kind of customer service displayed by Cox Communications I wouldn't be surprised to see it happen even sooner.
This afternoon, I had an encounter with one of Cox's support contractors who paid an unsolicited visit to my Home that turned unpleasant as it progressed. Mr. ** is a ** male likely in his late twenties with dark hair, medium build approximately 145–155 lbs. and about 5'08” tall. He was wearing business casual clothing, light tan slacks and a light gray polo-style shirt at the time of the visit. Taking times directly from video security recordings, he arrived at 4:53 PM and rang the doorbell – that would be the one 4 inches below the prominent sign that reads: “No Soliciting.”
Mr. ** did not identify himself by name, but was wearing a Cox contractor's badge on his belt that displayed his name and that name was later verified by the officer that responded to my contact. He briefly began the conversation by inquiring about the reception quality and our level of satisfaction with Cox's service. I confirmed there were no difficulties and we were satisfied with the arrangement and had recently had a representative install tuner cards in a new TiVo and checked levels and settings on the entire system.
For the next six minutes I finally had to close the door on him to get him to leave (shown at 4:59:40 PM on the recording), he attempted to promote Internet service, phone service, the Cox-type TIVO and so forth. I repeatedly declined specifically stating that I already had five Tivos, we were satisfied with our I.P. provider, we had the on-demand service that met our requirements and I specifically did not want Cox phone service.
I finally told Mr. **, firmly, "NO", and that I had specifically notified Cox we did not want any solicitation by phone or otherwise and that he was in violation of Irvine civil code that forbids solicitation from anyone without an appointment when “No Soliciting” signs (we have TWO clearly visible) are posted. He insisted that since we were a Cox customer, that didn't apply. The local ordinance most certainly DOES apply — even more so than us notifying Cox that we do not want solicitations, which we have done.
Not only does Cox not honor our request, but their contractor is going to stand there on my doorstep and ARGUE with me that he has every right to intentionally bother us after I have FOUR TIMES IN A ROW told him I was NOT INTERESTED and did NOT want to make any changes!
After I closed the door I contacted the police. Aside from being annoying and persistent this representative is in clear violation of Irvine Municipal code 2-10-903 which reads: "No person shall, without prior appointment, solicit, canvass or peddle upon premises which are posted with a sign or signs stating in substance that solicitors, canvassers or peddlers are not permitted. Ord. No. 49, § 2, 10-10-72; Code 1976, § II. M-1803". The police inquired if I knew which direction the man was going (door-to-door) when he left and I said I didn't notice but I'd check. When I located him he noticed me and gave me an odd, questioning look.
I answered the unspoken inquiry by telling him that I was very displeased with his persistence and I had called the police so that they could explain the ordinance to him for clarification. He responded by taking out his cell phone and telling me “don't bother” – that HE was going to call the police to tell them he had, quote: “some kind of pedophile following him”. Those are his exact words.
So not only is this representative obnoxiously persist and disregards our privacy, the local ordinances regarding his visit, my subsequent repeated request to be left alone, but he is insulting and defamatory. Customers should not have to put up with this kind of thing.
From the get I should have known this company was a crock of you know what. Not only does every website that offers reviews have horrible horrible things to say about it, but I've even encountered some of their own employees who dislike their job. Unfortunately for us and where we live there are no other cable companies in the area YET. So we have no choice but to stick with these scumbags or not watch TV, and have Internet.
When we first called, I spoke to a man who sounded like he knew his stuff. We told them of offers other companies were trying to sell (not telling them we have no choice but to go with them), and this man offered us a deal. A "bundle" if you will. So for the "fastest Internet, DVR boxes, movie channels, and more" our deal was 89.00. No contract. SO we said SOLD. He then transfers me to someone in a different STATE... who clearly stated he could not help me (NOW remember this last bit of info because this transfer to another state will play a crucial part into my fiasco with these people)...
The man then transferred me back to a Cox representative in my area... NOT the same man as the first time naturally. So this employee then tells me the "DEAL" we offered doesn't exists. AT ALL. So we said, "OK well what can you do." He offered us the basic package I assume. Internet, and cable. ALL movie channels for the first 3 months, and then after only HBO for 100.00 a month. We said fine. Now it's time to get our stuff, meaning cable box, remote, all that jazz.
We go to a Cox building, get our stuff, set everything up, and something's not right. The picture wasn't coming in correctly. So we called. They sent someone out who told us they gave us FAULTY WIRES. Lovely. He fixed it and went on his way. Time to sit, relax and watch TV with my family. NOT... think again.
We turn on the TV and we have channels 10 through maybe 36... without ones in between. I call. They say this was a misunderstanding, and they would reset our box. Which they did. Turn on the TV... NO MOVIE CHANNELS. So I call AGAIN. They tell me there was something wrong with the reception and I will have the movie channels shortly. SHORTLY meaning in about a week because that's how long it took.
Turn on the TV rather anxious to watch my movie channels. And all we have is HBO. (I am NOT kidding you people.) I call. AGAIN. They explain to me how sorry they are and they will fix the problem. Within 24 hrs I had my movie channels, and was a happy camper.
Now it's time for our first bill... 176.00!!! I call. At this point these people should know me on a first name basis. They say I am being charged for having the guy come out to fix our wires!!! And also THE MOVIE CHANNELS. Now... we hadn't even had COX for more than 48 hrs when this "guy" came out... so with that being said they credited our account. As well as the movie channel mishap. First bill is now 98.00. Thank you. For the following 3 months bill is about anywhere between 98- 105. Perfect.
Here we are now... July 2010. I am starting to notice some weird activity on my personal bank account. 10 dollars here, 5 dollars here, 20 dollars here. So I call my bank and they say all they see is it's a Tech Support company who works with Cox out of Florida. I am from New England... not even close to Florida. So I call up the lovely, most welcoming, understanding people at Cox. HA. They inform me that they do not HAVE A TECH SUPPORT TEAM, and they do not know how this could have happened. And when I say this is all they said to me... THAT IS ALL THEY SAID TO ME! That's it.
I called my bank who informed me there had indeed been fraud on my account. These people in Florida had mine and my husband's personal information including SSN. Thankfully, my bank went quickly into action and credited my account all money due back to me. Totaling in at over 100.00.
I call Cox back and get pretty nasty with them cause now... after everything else that I had kind of gotten over you people steal my personal information! I had to get a whole new bank account. And you know how that goes. Everything came out of that account. So I had to call my mortgage company, my credit cards, EVERYONE to stop payments. The women whom I spoke to informed me this would be looked into and how sorry they are.
Here we are... August 16, 2010. Have not heard a THING back from COX. Not even a call as to how things are. But my bank has made about 7 to me. Get my bill for this month it's 140.00. Call up for when I tell you the millionth time - I kid you not. They inform me that it went up because the "PACKAGE" we were offered expired. We were never offered a package. We were told 100.00 a month no contract for a year.
It's been about 5 months, although it feels like an eternity. So here I am thinking that after the stress, the BS, and what not they would offer me maybe something. At this point I would take a coupon to Dunkin Donuts. ANYTHING. They had nothing. Nothing to say. Nothing to offer. Nothing to comment on. NOTHING. NOT A THING!
I am disgusted with this company, and it's lucky for them my husband and family enjoy their TV time and we cannot leave because FiOS isn't in our area, but when that day comes we will be sure to say ADIOS to this waste of a company. Please people BEWARE of this company. Beware of who you talk to. And keep an eye on all accounts.
I was told this was an inside job from my bank. They told me an investigation is underway on their end with several employees from Cox, and that Cox has not cooperated with them in any way. SO please. Times are tough. And the world is a rude rude place. Read reviews before you purchase anything cause I would hate to see this happen to anyone else. Thanks for your time and I hope my experience helps others when deciding in a cable company.
LAS VEGAS, NEVADA -- This is only my point of view of this major communications conglomerate, but with that being said, I believe they should be brought up on charges. If you take anything from this tale, it should be “DO NOT SIGN UP FOR AUTOPAY WITH COX!”
My story starts in a rather benign way with purchasing COX Communications to supply my TV and internet access to my household. I have had them for years since they were my only choice. (Can we say monopoly?) Only recently my husband and I reviewed our bill to find that we were paying a lot more and getting way less compared to various new satellite communication companies.
We thought what could be better than getting more and paying less in this newly monetarily restrictive climate. Making the decision to change from COX to Satellite TV we made the calls and settled on a new provider. All that was left was to call COX and cancel. Sounds simple enough, right?
Here is where COX's dark noxious cloud settled over our household. On a Saturday afternoon, after 5 PM, I called COX to cancel my account. They tried to argue that I never called in to complain about the service so why should they need to cancel my service. Working in a service industry, this was absurd to me! Why would I need to justify my dislike of a product to get it canceled? I don't want it any more… I have moved on… this is a break up and no we can not be friends… this it is in my right to cancel?
After the COX representative forced me to come up with some bogus answer involving conspiracy theories, aliens and the need to wear tinfoil hats, she finally let me cancel the service. [This reason for canceling was for my amusement only; we all know aliens come through the toaster. ;)] I had five days to return their battered cable boxes and I would even be getting a refund of $75 for part of the month.
Monday morning, I got up and doing my usual Monday routine I grabbed coffee and got on line to read the news and check my bank account. The need for coffee became no longer needed when I found that COX had gone into my checking and withdrew over $600 for no viable reason. After getting the household off to summer camp and work I got on the phone with COX to ask them the ever elusive question of “what the hell!”
After speaking with a high number of doltish moronic representatives I was finally transferred to the credit department. The credit departments response boils down to “Oops, so sorry, this debit is our fault, but we will refund your money in 5 to 7 days.” It has always amazed me how they can withdraw funds overnight but it takes an act of congress to put the stolen money back.
It is now Wednesday and still the account sits empty of the $600+ so I being proactive decide to call them and check on the progress. The all new doltish representative tells me they are waiting on the collection of the cable boxes to even process the “Oops, so sorry, this debit is our fault, but we will refund your money in 5 to 7 days” deposit.
When I exclaim, in a slightly panicked and pissed off state, you have your stupid boxes and remotes I am once again placed on hold. After what felt like 10 minutes, she came back with the comment of “Oh, here they are. We can process your refund now.” It is everything I can do to maintain my composure and not release a tirade of expletives and adjectives that would probably just make her ears bleed.
Now, maybe to you $600+ is not that much money but to our household it was to cover groceries, gasoline and the power bill for the house let alone a little bit a cushion till payday. Now I find myself pawing through the pantry looking for anything I can put together and call dinner (in the loosest sense of the word) and coasting the best I can if I have to drive anywhere to save every drop of gas I can till either COX replaces the money they stole or payday, which ever comes first. Thank you for reading my rant and I hope at the very least you do not sign up for autopay with COX. (Or cancel before it's too late).
Last week, we turned on the TV and noticed there was no sound. The picture was there but the sound wasn't. We turned to a few other channels. A few had sound, a few didn't. So I called Cox and they said they had just done an upgrade and walked me through fixing the settings on the TV so that all channels had sound.
On Monday, my brother turned on the TV and discovered that some of the channels weren't showing a picture. I called Cox again and they said it was our signal and they said they needed to send a tech out. Their tech came to the house the next day, but the problem had fixed itself. All he did was turn the TV on and all the channels were fine. He said there was no charge and left. Last night, I logged into their website to pay the bill and saw a $49.95 charge for sending the tech out. The guy didn't fix anything! So I called Cox and the CSR said they always charge a fee to send someone out. She wouldn't waive the fee. I asked to speak to a manager.
The manager came on and I explained that the tech didn't do anything so why should we have to pay? She said she'd waive the fee if we bought insurance for $5 a month. I put my sister in law on the phone and she explained all the problems we had been having since their upgrade. The manager still refused to waive the fee unless we bought insurance. My sis in law said to cancel our service. The manager put her on hold.
After 20 minutes of waiting, my sis in law handed the phone to me in frustration. After another 5 minutes, someone came back on the line. It wasn't the manager it was a CSR! The manager had put me back to customer service. I explained my situation to the representative and asked to speak to a manager. The representative was very nice and put me through to a wonderful woman in their Retention Department. I explained for the fourth time what had happened.
The woman was very apologetic for everything that had happened. She said the tech didn't write any notes when he came to the house so she was taking my word that he didn't do anything and she waived the $50 fee. I thanked her and told her not to cancel the service. An hour later, the picture went out on all channels. I called Cox AGAIN and spoke to someone in technical support. The representative reset the system from his computer and all the channels started working. Now why didn't they just do that the first time I called on Monday?
Overall I am happy that I got the fee waived and the channels fixed. I just hate getting the runaround. I am glad Cox did the right thing in the end and they have kept me as a customer.
P.O. BOX 9001087, KENTUCKY -- On January 30, 2007, my husband, an active duty military member, and I, went to Cox office at Williamsburg and filled up papers to get phone, cable and Internet services to be installed in a house we rent that month, because my husband identity was stolen. We were following the advise of JAG, not using our social security numbers on applications for utilities, specially, when still in doubt how this companies used customers' personal information.
In order to obtained the services we had to deposit $250.90, supposed to be used as follow: $150.00 security deposit, $39.99 to buy a Modem, and $60.65 for advance payment on February's bill, before services were connected. Cox supposed to come to my house to installed the services on the morning of February 2, 2007, but didn't came, so the same day I went to the Williamsburg Cox office at 4:30 p.m. Anyway they didn't came until February 6 at 2:55 P.M.
Still the cable only worked on the master bedroom, not in the living room were we usually watch TV. Cox was unable to connect my telephone, they came 3 times, but said were unable to connected. I kept calling until March 1, 2007, they found out that my phone line was not working! As March 19,2007 we were without phone service, but charged for. Every time I called I was told that our account was not active on Cox system, but the $250.87 was cashed already. Finally on March 20 my phone service was installed, I was told that Cox would credit my account for the amount of $25,84, but I never saw the refund.
I never been satisfied with Cox services, but because they are in totally control of the communications in this zone, they think they can do as they please. I been calling Cox many times because they overcharged me for the same mediocre services and always been unable to explained the reason. I don't blame the employees, they follow orders. I been too overcharged that my bill in June 2007 came for the amount of $554.87 on my statement for Cox digital telephone service said "Your current IntraLata carrier, including Internationals calls is Cox."
I requested previously a plan for my international calls, I the only international calls I made is to my elderly, handicapped mother in Colombia. The Cox employee told me that my plan was 29 cents a minute, but when the $554.87 came I was told that I had changed the plan, which is not accurate because I keep a detailed record of every single call, including date, time and the name of the service representative. 13 of this calls was 1 to 2 minutes calls that not went through.
Cox representative explained to me that all 1 to 2 or 3 minutes was charged the minimal which is 3 minutes, not matter if was a second, and also I was not aware that each time a number is dialed a minimal is charged (3 minute). It's why I was charged 13 calls to Colombia (there was not communication, but charged anyway). I felt so frustrated with Cox that I requested the limited basic, the cost $13.65 (from September 2008) but I been charged also $32.35 which I don't know what is. So anyway I been charge for the limited basic cable and taxes a total of $46.72, but I only have the limited service!
By the way when I requested the limited cable, Cox sent a man to put a trap to block the signal from the roof antenna, which Cox charged me $40, it's not funny? (Every house on this little subdivision has the same roof antenna), then my 36" TV stop working. I called Cox, they sent a guy and I was charged for the house call service, but my TV is broken.
The Cox employee don't understand - neither found the cause of the damaged to my TV. Even they do the damaged. I disconnected the cable and I am disconnecting the internet and the phone because I don't want to deal with Cox anymore! I will be using my cell phone and go to the public library to use the Internet, a great service FREE.
To end this letter, I want to add, that I called Cox to found out that my security deposit is gone! Cox employee thought my English was not proficient (maybe true). He offered me to put a Spanish speaker on line for me. I spoke with the Spanish guy, I asked for my security deposit, he told me that Cox used that money for my June 2008 bill!!!
When I told him to go to the June 2008 records, he was unable to said nothing else. Because I was charged $554.87 amount - I paid in full, to avoid been harassed by Cox. The taxes for this bill was $71.88, check this surcharges 0.07, $2.30, 0.83, 0.75. Something called my attention is this: Federal Universal service Fund $45.20, Communications sales tax $22.73. I don't have a minimal idea what I been paying for. My security deposit is gone, not word from Cox.
I am getting ready all my documentation from 2007 to 2009 and I will send it to BBB, the Federal Trade Commission, my Congressman and to a Senator in Washington, and to the news papers. We can't let Cox go away with all they are taking from us!