1.7
Details
Billing Practices
Customer service
Discounts and Special Offers
Exchange, Refund and Cancellation Policy
Price Affordability
Product or Service Quality
Reliability
Value for money
Website
0 comments

I have been a customer of Cox Communications for over 5 years.On or around May 22, 2017, I called their technical support line because I was having a technical issue with my DVR box.

The representative, unsolicited, told me about a customer loyalty package that she wanted to offer me because I had been a customer for over 5 years. Ultimately, I was quoted at $124.99 plus tax for internet, television, and phone service. This would have amounted to a reduction of approximately $40 from the bill I was paying for television and internet. I EXPLICITLY asked her to confirm that my other services, such as DVR and HBO, were included in this $124.99 plus tax quote.

She acknowledged that yes, it did. When I went to pay the bill, I was shocked to see that the total charges were a staggering $232.05. The amount I was paying previously was about $185 per month. Clearly, I never would have consented to a change in services for any increase in price.

I accepted the change because it would result in a reduction in my monthly bill. Thus, I called Cox to resolve on July 5th and 6th. I spent well over 2 hours on the phone talking to 5 different representatives. The first two acknowledged seeing the notes on my account regarding the quote.

The second rep collected the $145 payment from me, which was the rough estimate of the $124.99 plus taxes and fees. However, upon being transferred to the billing and then to the "Loyalty / Retention" departments, Cox took a very different tone. They stated that the $124.99 was the base rate and did not include the DVR and other services that I already had. They refused to reduce the bill or even restore my services to the way they were prior without penalties and fees.

Furthermore, they said they could not bring my monthly charges back to the $185 I was paying before this whole thing even happened, saying that the rate that I had before was now lost and gone forever. In fact, I was told that my charges would increase to $245 if they were to remove the pointless landline telephone service, and I would have to pay an $88 termination fee. This was a classic bait and switch. They made fraudulent representations to me in order to get me to consent to making changes in my services and now they will not honor the quote nor will they let me go back to the way things were before.

Even more infuriating is that if I were to simply cancel service altogether, they are going to goon me with a bunch of termination fees. The first 4 reps said that they would listen to the tapes from the May 22nd conversation to confirm what I was told over the phone.

However, the "loyalty" rep said no such tapes exist.It all seems very fishy to me.

Review about: Cox Communications Bundle.

Reason of review: Pricing issue.

Monetary Loss: $100.

Preferred solution: Price reduction.

I liked: Being a customer for years until billing makes a mistake.

I didn't like: Wasting my time, Fraudulent billing schemes.

Had an Experience with Cox Communications?

Write a review

Comments

Terms of Service
Post Comment
Cancel

You May Also Like

Cox Communications - Cox Communication Service Review from Las Vegas, Nevada Cox Communications "Once again, another outage in Las Vegas!! Call into Las Vegas and speak with someone in New York. Was informed on Friday that the soonest they could get a tech..." Read more Directv - Bill kept increasing while on a 2 year guaranteed Contract! Directv "My deal was for $110.00 per month + tax - TV, Internet & phone.Within two months of bundling the 3, ($10 savings?), the bill was $175.02..." Read more Frontier Communications - Worst customer service, promise and commitments Frontier Communications "One of the worst communication company in terms of their service, promise and commitments. I asked Frontier to changer their service to $84.99 triple play with 75/75 internet, HD preferred..." Read more Smart Circle International - *** Smart Circle International "Are you a psychopath? Are you a ***? Do you have no moral compass? If so, Smart Circle International is the place for you. Everybody hears..." Read more Directv - Equipment does not work.  "Known issue" no fix for over 1 year. Directv "1 month ago today we had Dirctv installed. The boxes in our home lose internet connection everyday sometimes hourly. We have called Directv everyday for the last 30 days on..." Read more Lazada Malaysia - Please solve this or should i get legal advise from lawyer? Lazada Malaysia "Order no. 335567535 placed on 10/sept/2017. Received confirmation email. Without any noticed 9days after got email from lazada on 19/sept/2017. Then i make an online chat with customer service on..." Read more National Tire and Battery: The worst tire buying experience I've had. National Tire And Battery "I called around town Friday morning September 8th, 2017 to find a set of tires for my 2004 Volkswagen Jetta GLI before heading to the in-laws cabin for the weekend...." Read more Energizer - Peeling batteries Energizer "I spent over $20 for four double A rechargeable Energizer batteries. However after a month of using them lightly the top casing started to peel off and the casing all..." Read more