I was just lied to by a woman named Paula. She expressed she was the highest level supervisor within Cox communications and they do not have an executive customer service or resolution department. She expressed there was no record of my previous call to Cox or that I spoke with a retention specialist, in which I have a saved chat where the representative said they can see I spoke to a retention agent. I have been trying since last July to downgrade service to internet and each time am told when I follow up there is no record of the call. On May 1, I was promised it would be taken care and retroactive to March 1st with the retention specialist stating she could see I called in then. Today I was told the only call in the last year was May 1 where I never spoke to retention or placed the request and the amount quoted today was almost $20 a month higher with NO retroactive date. I believe Cox systematically does this to retain higher billing for services. I have compiled a Verizon printout of all my calls over the last several months along with my chat transcripts and will be reaching out my states attorney generals office.
April 27, 2020 News Release from Cox reaffirmed and "extends its commitment to: not terminate internet or telephone service to any residential or small business customer because of an inability to pay their bills due to disruptions caused by the coronavirus pandemic".
So, why is Cox disconnecting services? Why do Cox customer service and collections representatives suggest that Cox's "commitment" is merely a customer "misunderstanding" and "misconception"? Why do Cox representatives pretend like they have never seen the April 27, 2020 News Release, despite having numerous complaints from customers being disconnected (i.e. you would think they would look it up)?
What is Cox's internal policy and statements to representatives telling them to say to customers in contravention of its "commitment" to America?
When you inform Americans that you are not going to disconnect, they re-prioritize whatever limited finances they may have. They don't get those finances back because Cox changes its mind.
What a FRAUD!
I am incredible disappointed with Cox Communications. I have been a loyal customer for over twenty years. When many people were hopping back and forth between Cox and their competition, I remained loyal to one company because I believe in company loyalty. My bill has progressively gone up for over a year, every couple of months there's an increase of between $10.00 and $25.00. My bill has not gone up an additional 20% in one month. This is no longer affordable. I were prefer to remain with Cox but you have forced me to switch over rather than bring back the price I was paying and others pay for the same service. Very disappointing business practice to reward new customers while price-gouging long-term customers.
My service was setup July 2019, since then there have been over 6 technicians to my home due to the DVR/Cloud basis services not working, Internet and TV stalling while playing.
On the last visit 4/21 from the technician it was explained it is a known issue with the Nodes (which has been notated in my account from other tech) and there is no time frame for it to be fixed.
I called to cancel the TV and Phone service due to the inability to have consistent service. While working with the first rep, I was cut off, same for the second (both after 30+ minutes) the 3 rep was able to complete the cancellation, guaranteeing me I would not be charged for an early termination fee since they were not able to fix the issue at hand. The first rep also guaranteeing I would not be charged.
I noticed today that I was changed the for fee. I called in and spoke to Jeff which told me there was no notation of that and he could not help me. He explained I have received may discounts on my account sent the start, yes that is turn since I did not have service at all. He also explained that the Corporate Office is closed so only the individual working from home can help. There are no Managers or staff above him. He explained I could call back when the corporate office opens up and they will look at the recording then.
I find it hard to believe the company is only being ran by the phone retention staff.
I have been going back and forth with cox ,everytime I call I get a different answer why I'm being charged.. for equipment that I don't have...from a year ago.i was told I was credited from one tech? Of course it was still on my current bill.Then told this is my problem and I need to pay it this tech also told me he was the Manager and there is no one higher up to talk to. Then I was told they didn't see equipment charge and it was from adjusting my new price, which I have confirmed emails with the correct fee! I have never been late on a payment always went along with most of the unnecessary price increases. I have been almost brought to tears with frustration. So I give up, I am paying the $135.00 just have bigger issues in my life this time. I have even had a chat with another tech for the third time told I will recieve an email to clear the issue..never heard back from anyone. No response from corporate office either.. just terrible
COX illegally trespassed on my property, digging where it had no rights, but has denied doing anything wrong. I must put their Claims Coordinator and :Legal Dept on notice that TRESPASS IS TRESPASS AND NO RIGHTS TO BE WHERE THEIR FACILITIES ARE IS ILLEGAL IN THIS STATE.
COMPLAINT! On March 16, 2020 New account was charged Panoramic WiFi Pods 3 Pack Purchase $129.99 and Professional Installation - Internet $75.00, a total of $204.00. We did not receive the WiFi Pods and after talking with our installation technician (who advised against the purchase) we contacted Cox billing support for account credit. We were advised that a ticket had been generated and the issue should be resolved within 3 days. After 7 days, no credit appeared. After 15 days, no credit appeared, after 20 days still no credit. We again contacted billing support, after an hour long telephone conversation, another "ticket" was generated. After 30 days, the issue still unresolved, Cox charges our credit card $296.00 to include new charges. Why can't this ISP provide competent billing support that can immediately resolve an issue? Horrible Billing Support !
Those cable guys are Cox
We recently decided to switch to Cox as we have a technical problem with DirectTV that was insolvable as their call centers are closed due to the virus and the internet interface is broken. We signed up locally here in Tulsa for a Cox subscription. We had been subscribers five years ago and thought this would be no problem. We were told after they applied for the account that our address was "blocked" even though we had a good payment record with Cox from our previous relationship. We were told we would have to prove we were residents our house with a picture ID, SSI card and a copy of our deed. How is this possible? We are good customers who are being treated like criminals. I wonder if anyone but robots even run this company or AT&T. What has happened to customer service and common sense? I will try to reach a human in public affairs and have already put this out on social media. Not the way things should be handled!
Shame on this company in the middle of the corona virus raising prices in spite of forcing its customers to have a one year contract and assessing penalties for discontinue the service, they raised my monthly payment for no reason having a contract in place a Greedy enterprise that takes advantage of the monopoly and lack of competition.
Shame on Cox.
Horrible customer service. Went to a cox retale store looking for Upgrade to existing services. Had promotional offer that customer service could not find even though it came from Cox. Store employee called Cox customer service to try assisting they too could not find anything. When finally finding the promotion it was completely different then what was advertised. Store manager said there was nothing they could do and customer service said oh well take it or leave it. So wishing we had other choices other than Cox for our services. 63 days Cox is out directv is in.
Take COX to Small Claims Court, it costs only $75 to file the court claim. Cox did a similar with me, they kept raising my bill every two months despite the fact they had made a 2-YR AGREEMENT for a fixed monthly rate UNTIL NOV 2021. Cox did the same thing a yr before and kept raising the monthly bills. COX employees do not care, and it seems Cox management does not care about it. My court day is coming up soon. An attorney told me I have a good case against Cox. JN
Absolutely Terrible customer service. I have been trying to get them to apply a legit cox gift certificate for 3 months to my account. The 'back office' is unbelievably bad for this 30 year customer. Issue still not resolved. HELP !
Thought I would give Cox another change, but that was to no avail. This was the worst service I have ever encountered in my life with any merchant. One has to wonder why a company would hire such a staff of incompetent people because you do get what you pay for. Well I will look at some other companies, Dish, and or other satellites. Fool me once shame on you....Fool me twice shame on me!
I have tried to maintain cox cable and internet in Phoenix AZ. I have over 24 problems with this service over the
past 5 years. To say this service is poor would be a vast understatement. I am going to try to reach management
on this issue, But as in the past, I know I will experience the same poor service.
I agree, they don't know how to spell customer service. We are without internet and TV 2-4 days per month. What other company does this?
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Been on the phone all day with cox for nine hours. Now I have to go to work for eight hours. I have been paying for gigablast and to find out have not been receiving it at all for the three months I have had it. I run a business in my home and the best I have received from cox is I am sorry but we can't do anyth