Worst customer service ever! 9-2-18: Tried "chat" because I couldn't get logged on to my online Cox account.
Was asked security question about name of my first pet. I have never owned a pet, but representative said there was an answer there. Since I didn't know the answer, she could not help me and she suggested I call customer care. She gave me a number 800-234-3993.
I called and ended up listening to 10 consecutive ads trying to sell services, and then finally a message that the number had been changed! I went back to website to find a customer care number. Called and got help to get logged in; then found I had already been billed (only 2 days after installation) --and the amount was much higher than the promotion bundle I was sold!! So, I was transferred to Billing Department.
I purchased a bundle for $69.99 to include internet/modem, VOIP phone (and Cox would provide phone), cable/DVR for 24 mos.-- no contract. I was sold this bill of goods by Sam at 855-312-1730 on 8/23/18 -- avoid him!! My first bill 2 days after installation was $112.75. I learned upon installation that Cox does not provide phone -- Sam just doesn't know his business!
Billing department (Shay) could see the $69.99 promotion, but said she couldn't do anything so she sent me to loyalty campaign dept.; loyalty department said that the pricing did not include modem and DVR (even though Sam specifically mentioned those were included in the promotion bundle). Even removing those components from the bill $12.99 and $9.99) doesn't make the bill add up to $112.75??? Bait and switch! Now loyalty dept.
says they can remove phone (which I didn't want anyway), and reduce bill by $10/mo. -- and that the ports on modem would be inactive, so I could not use those ports??? Well, I need at least one of the ports. They say they cannot reduce bill any more than that unless I want to give up DVR.
This is bait and switch at its finest!! What happened to honesty and integrity? Plus I have now spent an unsuccessful and frustrating 2 hours trying to straighten this out. Finally I got a $2.00 concession (from loyalty dept.) on DVR!!!
WOW! Can anyone recommend a provider with integrity and honesty?
I'm looking! I am a very unhappy customer, and it's only been 2 days!!
Product or Service Mentioned: Cox Communications Bundle.
Reason of review: Pricing issue.
Monetary Loss: $27.
Preferred solution: Price reduction.
I didn't like: Bait and switch, Cost and customer service.