How many times can they disconnect or route the call to an incorrect dead end before it becomes either a custom and habit OR an intentional game or sport? Cox customer service representatives appear to delight, from the entry level to the supervisor and manager, at tormenting me - - when I'm already aggravated by substandard delivery of the services they promised? Shouldn't there be rules? Like huge fines if one customer has been disconnected or has had to call back on the same problem over 12 times in an hour? When does the unfulfilled promise to "call you back if we get disconnected" ever become compensable? Oh, I know that they can hang up on you for cursing at them. Or for yelling. After all, they have sensitive ears. No - - eleven hang ups and re-routes where I was assured that the call HAD to be transferred to someone else who could better help me only to have it mis-routed or disconnected. Or, in the middle of the tech talking to me the disconnect occurs. Or, I am told to hold while they check on my account (apparently they cannot both simultaneously talk on the phone to you AND look up your customer information simultaneously so as to necessitate not needing to place me on hold to see what occurred on my case already). So - 11 hangups means 11 times repeating my complaints OVER and OVER and OVER again, only to get transferred to a dead end that doesn't go anywhere. So didn't have cable operating properly for one week and scheduled an in-home visit. Got a credit on the account which was the maximum allowable, supposedly of $40. Then in-home visit never appeared. Didn't know I needed a confirmation number to prove that you were coming. Would be nice if it was your habit and custom to send an email confirmation every time an in-home is scheduled but that would be too professional. So never get "proof" of visit before. Now, it becomes obvious, that in addition to calling customer service, have to document everything that they promise you and do throughout the entire call because they are not there to help you. They are there to make your miserable experience even more miserable. They are there to make sure that it is NOT easy. And that you know that you mean nothing to this company that they could train their employees to treat you like that and that there are no remedies. In one call, the level one person who answered the call refused to transfer the call to a level 2 supervisor (who I had last been talking to before the call was disconnected) until I again repeated to this level 1 person the reason for the transfer so she could decide whether or not it was appropriate. And then even when I make specific requests that the account be annotated with the call details, most times nothing is - -after 12 calls on my end, the call history only had 3 documentations. There is obviously no oversight in what gets added or deleted. Work orders for home visits are never documented and can be canceled without repercussion. Who cares that I spent 2 hours waiting for a tech to arrive who was never going to arrive because the work order was deleted? So then Tiffany, the last tech I worked with (c'mon - who believes that Tiffany is the real name and not a work assigned pseudonym, like a *** name) anyway - - we'll continue to call her Tiffany because that's the name she gave me - - she promised me over 10 different times that she would follow back and call ME back after the Tech who was scheduled to arrive the following Saturday arrived and fixed the problem. She never did. But I'm skipping most of the fun. See ,despite being a customer for 17.5 years and despite having received quite a few credits to the account for COX inability to provide the service they promised to provide (or, in some instances, stealing from me), Tiffany now tells me that she can't give me another credit to the account - - for the time from Thursday when the tech didn't arrive and I called about the problem - until Saturday when the tech was scheduled to arrive. Reason being - - they hadn't failed to deliver the services yet. Even though they new they were broken. Even though they knew they hadn't fixed it yet. Instead, I'm supposed to pay them FIRST, even without them giving me adequate services, and then, after I Pay, then they refund or credit my account. Not before. And she's telling me this like it's always been a rule and she didn't just make it up. Like I didn't just get a credit from Thursday to Thursday for the cable that was out before the original visit was supposed to have occurred and I didn't get that credit on Monday - midway through the week. But no - - each person who answers the phone tells me different rules that apply. It's always different. Whatever they make up. I've learned my lesson and I won't call without recording them from start to finish and through all the hangups and disconnects. I have to plan at least two hours to call to get a refund and a tech visit. And why? The torment I am put through is only because I insist on a refund. Through this bullying they hope to deter refunds. Refunds when they did not deliver the services they promised they would. So - - they want to bully you into letting them get full price from you even though they gave you less than full service. And they make you really PAY if you are going to get a refund. So much so, you will think twice next time before you dare to ask for such a thing. So - the above just described the most recent of exploits by Cox. But let's go back a few years before I was aware this website existed. I purchased a router from Frye's. Had the receipt to prove it. Gave it to Cox service tech when he was fixing related problems to intall. He unplugged the old router (of a different manufacturer and blend) from where the ac connected to the device and then used the ac from the former device in my new device. I kept losing cable intermittently and nobody could figure out why for the longest time - until another techie came 6 months later and discovered the ac plug didn't match the router. So the correct cord was connected. Then, Cox started charging me for the router as if I bought it from them. I did not. I bought it from Fry'es. They charged me three monthly installments. I called after the first. They apologized. Took it off. Then next month, I got another charge. They took it off again. Promised me that would be the last. Then, next month I got another charge. Again, they took it off. Promised me it was all done. Month FOUR - - now it should've only been a three month installment agreement, but now it is four months that it is appearing on my bill?? So Fourth month I was really pissed. More than the other three. But four months in, they are still taking money from me and making me call them back and go through the miserable automated phone system and repeat myself and endure hangups and disconnects, all to get them to give me back money they never should've taken from me in the first place. So, after four times they did this, I asked for a credit. Cox claimed they didn't owe me anything because they fully refunded the (false and fraudulent) charges (eventually). But what if someone sticks their hand in my pocket, grabs my cash, and runs down the street. I chase after them, and after a few blocks catch them and get my money back. Am I "even"? Hardly. I should've been able to go about my day without chasing that person to get my money back and that time is compensable. Maybe if Cox had to pay each and every time they made a mistake - - without the customer even asking first - - maybe then they would have more incentive to actually get it right. Now they appear to only have incentive to want to make your life miserable for requesting a refund to keep you from ever asking for refunds. I'm tired of Cox treating me like this and am taking steps to divest myself of the company and find alternative providers to the services I seek.