Cox Communications - Fraudulent Billing Scheme

1.0
Details
I signed a 2-year agreement at a "Locked Rate" on April 8, 2014, for service to be installed and activated on April 30, 2014. The monthly charges were "locked and guaranteed" at $202.46/month for 2 years. When the Price Lock Guarantee expires in 2016, the monthly cost would be $303.41. At the end of the first year; my recent invoice for April 2015, Cox fraudulently inflated the monthly cost to $313/month. I have all copies of emails and orders saved to PDFs. I do that with every single service due to the typical fraudulent bait and switch schemes companies pull on consumers nowadays. That seems to be the norm and companies do it deliberately, knowing that 90% of the consumers fail to battle it. I attempted to contact Cox via phone and get them to fix the problem. The service was so awful. There is no such thing as customer service with Cox; it does not exist. I spent hours and numerous calls trying to resolve this issue; getting more angry every minute. I was transferred to a "supervisor" who was to resolve the issue. That person was an *** and refused to fix the problem, stating that she cannot give me any cheaper plan. I had to explain to her that I don't need a plan, I need for Cox to comply with the law and stick to the binding agreement they entered into on April 8, 2014. It's a 2-year agreement. I don't care what new policies Cox may have at this time; it's irrelevant to the agreement I have with Cox. The service rep was awful. They are the reason people steer clear from dealing with services and order everything online. There's a reason all customer service jobs are becoming extinct and more reps becoming unemployed. You all do it to yourselves. The "supervisor" told me there was nothing she could do or would want to do and I would have to go into the store to resolve. That is so unacceptable and explains why she has the low wage, zero-skill job she has. I was so angry, I printed all the documents from last April and went into the local store. The guy was helpful and agreed 100% with me that I should not have been charged the new illegal rate. He credited my account $104 and told me that I will need to return every month for them to credit it each time. I told him that it was unacceptable and needs fixed. I should not have to waste my time making trips to Cox to fix something that should have never happened. He agreed and stated that his boss was gone for the day and will be informed of said matter tomorrow. I get home, log into the account, only to find that I now owe $104. I am really getting fed-up with this.
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1 comment
Anonymous
#1175746

The guy was bending over backwards willing to credit you over $100 every month to make you happy and you told him that wasn't good enough? You're an ***.

You're lucky you found someone nice enough to even do that. He didn't have to.

ID
#643957 Review #643957 is a subjective opinion of poster.
Location
Aliso Viejo, California
Service
Cox Communications Phone Service
Cons
  • Customer service
  • Fraudulent billing schemes
  • Breach of contract
Reason of review
Poor customer service
Loss
$500
Preferred solution
Cox needs to stick to the legal binding agreement or face legal action and publicity!

Cox Communications - Incorrect phone bill for elderly customer 7 of last 12 months

My 89 year old grandma has service through Cox. She is almost blind, almost deaf and has severe arthritis. She uses her phone to keep in contact with family and for emergency services when needed. Due to her physical limitations we have had to have 411 and International long distance blocked as she was making unintended calls. Each time this first occurred we paid the full bill and then asked Cox to restrict the corresponding service to avoid future issues. 7 out of 12 months she has been charged for these services even though her bill shows they are blocked. I have called each month, spent 30-60 minutes with support, level 2 support, supervisors and etc. Each time they say it is fixed and it may be correct for 1 month and then it happens again. If I wasn't watching her bill she would just pay these; this is just like elder fraud. All we want is someone at the "phone company" to get her phone bill correct; how hard can that be? I need a contact at Cox who cares, will take ownership of this issue and actually resolve it, permanently. How many other people, especially elderly people, is Cox incorrectly billing each month for services they haven't requested or requested to have removed?
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ID
#630365 Review #630365 is a subjective opinion of poster.
Location
Andover, Kansas
Service
Cox Communications Phone Service
Reason of review
Poor customer service
Loss
$500

Cox Communications - WORST company cuts phone number for no reason - I have a business to run!

1.0
Details
I am so incredibly angry! We have a business and we were very happy with Easytel until they were acquired by COX and then just out of the blue they cut our phone number off without warning without any heads up. I pay our bill ON TIME! Yet we get the WORST treatment!! I unfortunately have cox for home as well and stayed on hold for over an HOUR not once, not twice, THREE TIMES! This time now that OUR LIVELIHOOD counts on our phone working, we had less time on hold but IT DOESN'T MAKE UP FOR THE FACT THAT NO ONE CAN CALL US TO DO BUSINESS WITH US AND I NEED TO MAKE PAYROLL THIS WEEK. MY EMPLOYEES DESERVE TO BE PAID AND I NEED MY *** PHONE TO WORK!!!!!!! But you can't get ahold of someone who can make a change in the company. The poor customer service people get the brunt of it and they can't do anything about it. I HOPE THE CEO SEES THIS....BUT HE/SHE PROBABLY DOESN'T GIVE A ***. THIS IS HOPELESS. I HOPE I CAN FIND SOMEONE ELSE TO DO BUSINESS WITH.
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ID
#610410 Review #610410 is a subjective opinion of poster.
Location
Tulsa, Oklahoma
Service
Cox Communications Phone Service
Cons
  • Current performance
  • Service support
  • Intermittent connection
Reason of review
Bad quality
Loss
$2625
Preferred solution
Let the company propose a solution

Cox Communications - Several missed service appointments

In the last week cox techs have not shown up for appointment 3 appointments, no phone calls, nothing.If cox didn't have a monopoly for cable service in this area they would have no customers.This is emblematic of my long term contacts with your company, poor service and indifferent employees.I cancelled patients on my schedule to be at my house on tuesday and no one from cox showed.Another appointment was made for wednesday morning and again no one from Cox showed up.An appointment was made for friday morning and a tech did show but din't complete the job, so another appointment was made for sunday morning and again no one from cox showed up.If I practiced my profession like this I would be in jail.
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ID
#553337 Review #553337 is a subjective opinion of poster.
Location
Phoenix, Arizona
Service
Cox Communications Phone Service

Cox Communications - Phone Service Review

In April I called in to order my service, the agent told me there will be no contract on my service. But I just found out the other day that I have 2 years contract with cox. This is ridiculous! The supervisor said it listed on my first bill that I have 2 years contract. But the agent should not tell me something different than the bill bc when I called in to order the service it is the contract then I agreed and except the service over the phone because the agent said there will be no contract ! I've asked them to pull out the record and listen to what the agent have told me on the day that I order the service but they won't do it! This is so wrong! They won't even let me talk to the manager ! I'm so dissapointed with cox. I thought they're the best but I think of them different now. I rather pay the disconnection fee than staying with this heartless communications
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ID
#516552 Review #516552 is a subjective opinion of poster.
Service
Cox Communications Phone Service

Cox Communications - Requested change in service to reduce bill

On 6/21/14 I began at 8:30am calling customer service only to end the call after speaking to 3 different representatives at 10:45. The first 8:30-9:15am representative Amanda was very cordial and reduce my bill to a reasonable amount. The phone disconnected on her end. I did expect a call back since she knew my number, but NO return call. I called again at 9:30am spoke with Shannon out of the OKC call center. She went into the system changed my plan AGAIN and increased it by $55.00 said the system would not allow her to change it back. Called again spoke with Shawn who throughout the conversation tried to insult my intelligence. He was rude, foul and had VERY poor customer service, which lead to an exchange of harsh words. I will call fCC, FTC and my state Attorney General. Cox is horrible, poor overall service and continue to increase their prices. I will switch to AT&T UVerse.. Enough of Cox.
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1 comment
CoxHelp
#829812

I'm sorry about the experience you've had. No wonder you're frustrated.

I would be too. Let me get to the bottom of this. Please email us at Cox.Help@cox.com and include your full name, complete address, PIN and a link to your post.

We'd like to make sure this is resolved as soon as possible. Thank you, Dina

ID
#500245 Review #500245 is a subjective opinion of poster.
Location
Oklahoma City, Oklahoma
Service
Cox Communications Phone Service
Loss
$60

Cox Communications Phone Service Review

Cox sucks on all fronts. "Internet" is completely unreliable-- in fact I am stuck writing this review on 4G from my phone because the Cox "internet" is down. Again. To make matters worse, my rate for that *** service has probably gone up $10 a month just in the time it's taken me to write this. It's amazing that such a terrible company is still in business. Hopefully there will better alternatives in my area (i.e. anything besides Cox) soon.
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ID
#500015 Review #500015 is a subjective opinion of poster.
Location
Tucson, Arizona
Service
Cox Communications Phone Service

Cox Communications Phone Service Review

I have the "bundle package" with Cox and due to monetary issues wanted to down grade. Each time I called, (3 different times and days) I get this big story that I will be paying more in the long run. I want to get rid of land line phone and Showtime and Starz. Keep HBO and basic cable. I don't see the problem. It's all about the money. I wish I could speak with a represenative who would listen to me and do what I want. I've used Cox for 18 years. If you respect my services then work in with me.
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ID
#497132 Review #497132 is a subjective opinion of poster.
Location
Dallas, Texas
Service
Cox Communications Phone Service
After double paying my last bill, and returning DVR box in the postage paid supplied box, COX will not refund money and says I did not return box. That I needed a tracking number for the box they sent me. Kept me on the phone for over 1 hour. They are not not only...
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3 comments
CoxHelp
#826157

That's frustrating, I can see why you're upset. Let us get to the bottom of this.

Please email us at Cox.Help@cox.com and include your full name, complete address and the Cox PIN to allow us access to your account.

We will be happy to investigate this for you. Thank you, Dina

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ID
#492073 Review #492073 is a subjective opinion of poster.
Location
San Diego, California
Service
Cox Communications Phone Service
Loss
$200
Sorry to bend everyone's ear tonight, but if you're patient tonight, you might pick up some valuable and life changing lessons, bare with me please... I have been reading the Cox Cable complaints left by many people and I seriously want to cry. Your complaints are...
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ID
#491409 Review #491409 is a subjective opinion of poster.
Location
Stafford, Connecticut
Service
Cox Communications Phone Service
Loss
$2500

Cox Communications - They lied about the installation fee and monthly fee.

They told me that my internet service will be $19.99 a month and there will no be installation fee. So I agreed to sign up for their service. However, when I get the bill, they charged me $20.00 for installation and $30.00 a month for my internet service. When I called them regarding the bill; They said they never offer that price though I still have their ad stating in print $19.00 per month. When I called, they said they have to submit a form for the price they quoted me on the phone before I switched to them from AT&T. They said I will not be able to get that price because I don't have cable. However, that was not what they said when I called the 1st time and made the decision to switch over. They promised and don't deliver. They actually lied to get the business and did not keep their end of the bargain.
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2 comments
CoxHelp
#805710

Hi Vnghiem,

I think I'd be upset if in your shoes, too! I wholeheartedly apologize that your initial experience with Cox has been so negative.

I stand behind our products and services and want you to get the deal that we promised you! So that I can investigate further, please email my team at Cox.Help@cox.com.

If you still have the copy of the ad, include it as an attachment, along with your name and service address. I will do everything I can to make this right for you!

Sincerely,

Becky K.

Cox Social Media Support Specialist

Aurelia
#810961
@CoxHelp

I dont have a scanner, but i can fax the Ad. Can u pls provide me w a fax no.

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ID
#482995 Review #482995 is a subjective opinion of poster.
Location
Irvine, California
Service
Cox Communications Phone Service
Loss
$200

Cox Communications - Billing is never consistent with the online vs. paper. Rude, no commincation.

Cox bills me a different amount every single month! I call to talk to the billing department, and they always say "we're sorry" or "I'm sorry that you had that experience" or they hang up on you, disconnect you...on and on. My bill is different every single month. At one point I was being charged for phone services that I had canceled 2 months ago, was being charged for a package that was opposite of what I had selected, and even charged me for 6 *** movies I never even watched!!!! My bill was $500.00 to $61.00. It has been a nightmare all around! I've now reduced my services to internet only....and guess what, my bill fluctuates every single month! I hate COX!!!!!!!!! I wish I could change services, but unfortunately, DirectTV and Dish Network all get bad reviews. So, I'm stuck with the worst cable company ever and we need the internet. I HATE COX!!!! They SUCK!!!!
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ID
#466659 Review #466659 is a subjective opinion of poster.
Location
Phoenix, Arizona
Service
Cox Communications Phone Service

Cox Communications - Very upset

I have had several costs on my bills with no explanations, and everytime I call I am treated like I have the plague. They are very nice in the beginning and after that awful customer service.I had a withdraw of $452 on my account for November and $643 in December (on Christmas day) and everyone I speak to cannot find the payment. I have faxed in 4 copies from my credit union, and spoke to many representatives. When I ask for a supervisor, manager, and/or corporate number I am told ther are none working and they do not have a corporate office. Last week I called again and after speaking to 5 different people a guy go on the phone and told me he was a supervisor and could see the payment (but the other 5 individuals and everyone else before then could not). So when I asked him how he sees it and nobody else does, he yelled at me and said it was there; so I asked for proof and he told me he would send it but charge me $5 a bill for each month since this past November and then hung up on me. I am disgusted and I do not understand why their customer service is awful and how they get away with it.
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1 comment
Anonymous
#661136

I've had my share of billing anomolies myself so I know how confusing these issues can be at time. I'd be happy to take a look and try to help if you still need assistance. Please feel free to email me at coxhelp@cox.com.

-Chris

ID
#414364 Review #414364 is a subjective opinion of poster.
Location
Tempe, Arizona
Service
Cox Communications Phone Service
Loss
$1265

Cox Communications - Bill

Every time Eben you call Cox about the bill, sounds good on the phone, but when you get the bill is totally didn't go the way you thought. I'm sick and tie ofCox. They think that because there high speed is there bait. You know what? Dtv is 40mbps, that is ffast enough for gaming. AND CHEAPER. Cox, you WILL loose if you keep this up with your customers. Read your reviews about what customers are saying about your service, oh, forgot! You don't care. I will be going with dtv soon. I did a comparison and it was almost 80 dollars cheaper
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1 comment
CoxHelp
#636047

Perhaps I could take a look at your account and see what's going on with the bill. If you still require assistance feel free to email me at coxhelp@cox.com.

-Chris

ID
#399746 Review #399746 is a subjective opinion of poster.
Location
Phoenix, Arizona
Service
Cox Communications Phone Service
Loss
$100

Cox Communications - Hidden Charges

Cancelled my phone service from Cox, as we never used it and we needed to save money. The girl on the phone was real nice and then said if I paid 24 dollars, my bill would not change for a year. Seeing as how cox has a new price every month I agreed. The bill would be 126 and some change. Bill today (3 weeks later)$210.47. Equipment Charges/Credits= $76 , I'm still trying to figure that out. I've had them for over a year. Then the other money Im still trying to figure out where they snuck that in. Then the $1 (optional) to charitable donations. Didn't sign up for that either. I'm sick of this company doing this.
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1 comment
CoxHelp
#623368

Maybe I can help sort this issue out for you. Please email me at coxhelp@cox.com if you still need assistance.

-Chris

ID
#392699 Review #392699 is a subjective opinion of poster.
Location
Gilbert, Arizona
Service
Cox Communications Phone Service
Loss
$95