I was lured to Cox communications because I was offered a special price for bundled services for a period of one year by the customer service rep I spoke to. This was for Cable TV, Internet, and telephone. When I got the bill it was far more than I had agreed-to on the phone. It took more than an hour to get resolved and even then the bill was not adjusted to the amount I had agreed to pay. I normally would not have carried the matter too much further, but I found out that my Friend, Lynn Wentz had switched to Cox with the same promises of saving money, and agreed on a rate, only to get the bill and a big surprise that it was not was was agreed, and in fact was a LOT bigger. It may be that what we have discovered is an effort by Cox to bait-and-switch customers and then gouge them. In the absence of an up-front contract price it would be hard to prove, but there IS an implied contract in these dealings and possibly a violation of Federal law. I am posting this to see if other customers in VA are experiencing this anomaly. I am sure Verizon's lawyers would love to find more on this story.
I had recently switched to Cox Communications from Century Tel as my telephone provider saying that If I...
So between jan-feb my roommate tries to order pay per view movies 15 total. Each time he tries to watch them it comes up with service unavailable so he tries back at a later time with same results.
The bill comes and I have $152.25 bill for 15 movies 4 different movies in all which we never was able to watch. The bill comes in April for movies which where tried to be ordered in jan-feb?
I contact their customer service and they say it was ordered from the cable box and their records show that the movie was sent to the box, and since I did not call them the moment it happened that we paid for a movie and did not get it the charges would stay. They also threw out a BS comment on why it took 2 months for the charges to show up on my bill. "The receiver can down load the information on purchased movies at any time, though it normally does this nightly". In this case it took 2 months to pull?
So to pretty much cox is charging me 152.25 for 15 pay per view movies i never watched between jan-feb and tried to bill me 2 months later in April for it.
I had purchased a movie for 3.99 on-demand through cox, doing so I am allowed access to the movie for 24 hours, however at mid-night my account fell past due and the access was not granted due to in-demand disconnected itself. When I called in and asked that they either refund the money I spent or allow me to repurchase at no charge once I paid the bill they have refused. Needless to say this 3.99 purchase became a heated debit that caused me to threaten to disconnect all service (high speed internet and digital cable) but this supv was very politely said he will set up the disconnect. Over 3.99 a customer with a monthly rate of 150.00 all I want is to be refunded the charge of the movie or even half the charge since I lost the purchase due to the in-demand disconnects itself on a past due. I can't understand how he represents the company and will disconnect a customer over 3.99
The following is an email I sent to Cox. I sent it to Customer Support and Technical Support and here I am weeks later without a response. I know big shocker. But I've done my homework over the last month and I think I bring up some pretty good points. Take a look:
Ok so I've been through level 3 tech support. I understand that there is nothing you guys can possibly do to help me send mail using my cox account. You've blocked port 25 (which has not made one bit of a difference in how much spam I get). All it really says to me is that you don't believe that I'm not a spammer. Instead of blocking my outgoing "spam", you're actually just preventing me from using my email account at work and conducting business with hundreds of contacts. I refuse to use web mail it is ridiculous and antiquated. So I see one of three solutions. 1) Lose a lot of business. I've talked to countless people besides myself who've encountered the same problem and their ready to just switch providers. 2) Conduct a phone interview to verify the legitimacy of these people (such as myself) claiming to use the email account for business rather than spam. If they are on the level then unblock the port for that account. And finally, not as good of an option 3)At least create an apply for PC AND MAC that allows people to import their address books into the Web mail system. I don't like suggesting that but I am dumbfounded that you all have not thought of it yourselves. You are losing Mac customers by the minute. Customers who might I add are willing to pay twice as much for a computer and file in a higher tax bracket. I'm in film production where macs are mostly used and in an office of 200 people I'm finding out that I'm apparently the last sucker still with Cox.
I'm sorry if this email contains the frustration that I have encountered upon researching the problem created by your company.
One pissed off long time Cox customer.
My parents had their ISP, television and phone services through Cox Communications of Phoenix, Az. My father passed away September 2004 and my mother kept all services active. My mother passed away June 2006. I informed Cox of her passing and canceled internet and television services with no problem. As the house had a security system using phone lines I kept the phone active and had the billing transferred to my address. All of these actions were done over the phone with no requested identification of me.
In January 2007, I notified Cox that we no longer needed the phone. I was told that I could not make changes (including cancellation of services) without first showing a copy of the trust showing I was the trustee along with a death certificate. I refused their request for such information. They have continued to send bills (now up to 4 months for a total of over $87) despite repeated notifications that the service is canceled. I have been hung up on 3 times when I insisted to speak to a manager rather than to the lead worker at the call center I was speaking to.
I wrote a letter to corporate and received a letter back from someone identifying herself as a manager but with no phone number; the main phone number to the call center. She also noted in her letter to me that my refusal to provide a copy of my parents death certificates was "frustrating their attempts to help me".
I have called in and gone in-person to cancel services. I have written a 2 page letter to Cox canceling the service explaining in detail the history of this account and that it has been canceled. I am now just returning bills with a note indicating that the account has been canceled due to my parents deaths.
Once there is actual competition of services for High Speed Internet I will cancel Cox as my ISP and television services. Deregulation of the Cable industry has been a slam against the consumer.
We purchased a 46" HD t.v. , had Best Buy set it up for $200 with home theater speakers, dvd player and they set everything up on one remote. The one that Cox provides. Everything worked off that remote. However, the signal from Cox disappeared and we were without television until their tech came out two days later. He installed new connections on the back of the HD/DVR box and added something to our cable box outside. The wires he said were very old. He left, we have no home theater or DVD capability anymore. Whatever he did also undid what Best Buy set up. Called Cox and was told we would have to wait five days until a tech could come to the house to fix what they broke. Called and spoke to many tech reps at Cox and all they could say was they could not get anyone out any sooner. We have been a Cox customer for 20+ years, have t.v., five computers and phone through Cox. We are without the $200 service that Best Buy set up for us and they would charge us for trying to right Cox's inability to service their HD/DVR boxes correctly. I was also told by a Cox tech rep that I could contact the DVD manufacturer. There is nothing wrong with the products it is Cox inexperienced techs they send out. They absolutely refused to help in any way except to say "the soonest is five days until a rep can assist you". So we are now without our $3,000 home theater set up because of their mistakes.
They are in total denial that they could do anything wrong. Try to find a way to contact their corporate offices to lodge a formal complaint - absolutely no info on any type of contact point except the local offices which are the one's who could care less.
We have Cox internet and cable, but Qwest telephone, so on Nov 11, 2006 I switched from Qwest to Cox..telephone service.. well, after they made the switch, we had no telephone service for the first 5 days, finally they sent a technician to fix it, 3 days after we called. Then the phone worked, but the fax line rang several times a day and noone was on the line, so I called again and again, so they sent a different technician twice in 2 days, and it still rang, so we gave up. Now I get my monthly bill, and they added $27 to our bill for "repair"..trying to fix what they installed improperly..so I called them today and they said they would put in that I dispute the charge and let me know the result on Dec. 27th...Is this robbery or what??
Hooked up digital service and left us with no sound. We payed for Circit City to hook up our up our sound when the TV was delivered and Cox unhooked it and has yet to send a tech that has a clue. This took place Tues November 28th. They scheduled a tech November 30th to fix sound but no one came. They also charged us for a High Speed Internet modem that they forgot to bring and I went to a retail store to pick up and self installed. They have no customer skills and I want what I payed for, Sound!
Never pay your bill online through Cox, never. I paid my bill online $124.81 whatever the amount and Cox took out $240.19! Now I could see it if there was one number off, but every number. I believe that they purposely removed that money out of my account. They said that I would be reimbursed within 48 or 72 hours. No reimbursement and now they say that I need to do it from my bank. Which, I will not do because I refuse to put anymore energy into it! I will post this so that perhaps, it doesn’t happen to you…
The following complaint regards possible fraudulent billing, harassment and threats, and refusal to make...