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.
Following one year of service, 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 angrier every minute.
I was transferred to a "supervisor" who was to resolve the issue. That person was awful 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 cheaper plan, I simply 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 every day.
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.
As a renter at Montecito retirement center, I installed on my own a telephone and chose to have internet service provided by COX. Last November 2014 my daughter called on my behalf as there was a charge for TV service and I did not ever order this. She was told that the account would be marked and TV service would be removed.
In January, I noticed a TV service charge for $0 was on my bill and because my daughter had made the call 2 months prior to not have this service, we knew this was nothing to worry about. Cox had removed the service and that is why it was showing up as a $0 charge.
In March, Montecito notified all of their renters that they would no longer be providing a TV service, which meant nothing to me as I had no use for TV service and Cox had been told the TV service was not needed and they had removed the service.
As of May 2015, I see I have a $70+ charge for TV that I nor my daughter authorized. When my daughter called Cox today, they tell her that the TV service was added back on in January 2015. Who authorized this? So today my daughter is told this cannot be credited for the month of May 2015 as the bill must be paid as it is. This is not acceptable. I use COX for phone and internet ONLY. I do not even own a TV. Why am I required to pay for a service that COX added back on without my permission? I was not advised by COX that I would have a $70 charge starting because of the sudden discription of TV service on the bill.
The Cox supervisor in Arizona named "XRXDASPE" states that this credit cannot be granted. This is not customer friendly. There is no reason this should be the case. Cox has plenty of competitors. Is is necessary for you to lose a customer over a $70 charge? Is this really how you chose to treat clients who are in the senior years living on a fixed income??
This email is being shared with the TV program here in Phoenix Az that is called "On your side" so the public can be advised of your practice. It is absolutely unreasonable and unjustifiable to charge clients for services they themselves or their representatives did not authorize.
You may contact my daughter who is my power of attorney if you would like to explain how a company is able to start charging for services that the client:
did not ever order or authorize,
after the client informed Cox in November 2014 and Cox has the record of the request that NO TV SERVICE was to be provided.
In the past several years I've had to mail in my cox payments two months in advance. This started when we first signed up with cox that I set up my account with cox website and online automated bill pay. The payment wasn't initiated with my bank. We received a notice with late charges. When I went into our cox account online to see what is going on, they've blocked my account for any online pay or phone pay. I will now have to go into a cox store and pay with cash. I thought this is crazy. I called and of course the over worked and under paid customer service rep just repeated what the online message account said and that was that. So for several years I've been mailing a check with two month payment in advance. I thought maybe it was my fault. But, then my mother in law did the same thing with here new account and she too was charged a late fee and got a over due bill notice in the mail. If dsl wasn't so unreliable I would change in a heart beat. But, when there is a monopoly on a service like this, we all get ripped off in one form or another.
I just moved to Tulsa from Los Angeles. After receiving an email from Cox Communcation prompting me to set up my new user ID and password, I was unable to set up my username and password. In fact, the site kept telling me that my user ID was unavailable, and provided alternative user IDs. But each time I typed in the user ID that they prompted me to use, I was given the very same error message. After numerous attempts at using their suggested user ID names and getting the same error message, it was apparent that I was being taken in an endless loop. After calling the support technician and learning that he was unable to resolve it, he put me on hold for a long time. My call was dropped.
i called back and was put on hold for a much longer time (more than 45 minutes), and the same thing happened. I tried to set up a chat session but was notified that 'All Chat representatives are busy.' It took more phone calls and more hold time before I was finally able to reach someone who could help.
When a person is paying good money for premium services, he/she should expect much better service and response time than this. I was really hoping for a better customer experience than this, and it is a very inauspicious beginning. I am now searching for alternative ISPs in the area. If anyone knows of an alternative to Cox Communication, please let me know.
Cox Communications, Inc. Reviews
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.
Following one year of service, 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 angrier every minute.
I was transferred to a "supervisor" who was to resolve the issue. That person was awful 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 cheaper plan, I simply 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 every day.
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.
As a renter at Montecito retirement center, I installed on my own a telephone and chose to have internet service provided by COX. Last November 2014 my daughter called on my behalf as there was a charge for TV service and I did not ever order this. She was told that the account would be marked and TV service would be removed.
In January, I noticed a TV service charge for $0 was on my bill and because my daughter had made the call 2 months prior to not have this service, we knew this was nothing to worry about. Cox had removed the service and that is why it was showing up as a $0 charge.
In March, Montecito notified all of their renters that they would no longer be providing a TV service, which meant nothing to me as I had no use for TV service and Cox had been told the TV service was not needed and they had removed the service.
As of May 2015, I see I have a $70+ charge for TV that I nor my daughter authorized. When my daughter called Cox today, they tell her that the TV service was added back on in January 2015. Who authorized this? So today my daughter is told this cannot be credited for the month of May 2015 as the bill must be paid as it is. This is not acceptable. I use COX for phone and internet ONLY. I do not even own a TV. Why am I required to pay for a service that COX added back on without my permission? I was not advised by COX that I would have a $70 charge starting because of the sudden discription of TV service on the bill.
The Cox supervisor in Arizona named "XRXDASPE" states that this credit cannot be granted. This is not customer friendly. There is no reason this should be the case. Cox has plenty of competitors. Is is necessary for you to lose a customer over a $70 charge? Is this really how you chose to treat clients who are in the senior years living on a fixed income??
This email is being shared with the TV program here in Phoenix Az that is called "On your side" so the public can be advised of your practice. It is absolutely unreasonable and unjustifiable to charge clients for services they themselves or their representatives did not authorize.
You may contact my daughter who is my power of attorney if you would like to explain how a company is able to start charging for services that the client:
did not ever order or authorize,
after the client informed Cox in November 2014 and Cox has the record of the request that NO TV SERVICE was to be provided.
In the past several years I've had to mail in my cox payments two months in advance. This started when we first signed up with cox that I set up my account with cox website and online automated bill pay. The payment wasn't initiated with my bank. We received a notice with late charges. When I went into our cox account online to see what is going on, they've blocked my account for any online pay or phone pay. I will now have to go into a cox store and pay with cash. I thought this is crazy. I called and of course the over worked and under paid customer service rep just repeated what the online message account said and that was that. So for several years I've been mailing a check with two month payment in advance. I thought maybe it was my fault. But, then my mother in law did the same thing with here new account and she too was charged a late fee and got a over due bill notice in the mail. If dsl wasn't so unreliable I would change in a heart beat. But, when there is a monopoly on a service like this, we all get ripped off in one form or another.
I just moved to Tulsa from Los Angeles. After receiving an email from Cox Communcation prompting me to set up my new user ID and password, I was unable to set up my username and password. In fact, the site kept telling me that my user ID was unavailable, and provided alternative user IDs. But each time I typed in the user ID that they prompted me to use, I was given the very same error message. After numerous attempts at using their suggested user ID names and getting the same error message, it was apparent that I was being taken in an endless loop. After calling the support technician and learning that he was unable to resolve it, he put me on hold for a long time. My call was dropped.
i called back and was put on hold for a much longer time (more than 45 minutes), and the same thing happened. I tried to set up a chat session but was notified that 'All Chat representatives are busy.' It took more phone calls and more hold time before I was finally able to reach someone who could help.
When a person is paying good money for premium services, he/she should expect much better service and response time than this. I was really hoping for a better customer experience than this, and it is a very inauspicious beginning. I am now searching for alternative ISPs in the area. If anyone knows of an alternative to Cox Communication, please let me know.
Sincerely,
Stephen M