Cox Communications Reviews 110

After 4 months of trying to work with TWELVE different Cox Solutions Representatives (2 in store, 5 over the phone, 5 online through chat) and trying to figure out why I was receiving past due balance emails, I was told to disregard these notifications as I had no past due balance and they must be fake scam emails. Nevertheless, each time I received one of these emails that looked exactly like my actual invoice emails, I contacted Cox to let them know and was once again told that there was no past due balance at my current address or my previous as I had recently moved. Last week, I received a letter from a collections agency for this past due balance. I made another trip to the Cox store where finally, someone was able to figure out that a mistake had been made in that a third account had inadvertently been created throughout several mistakes made on their part when trying to transfer services to my new house (I’m still trying to figure out why a second account was created when I was transferring services but whatever). After I moved, the third account remained active on a house I no longer lived in for four months and was then disconnected due to no payment. This would be the past due balance that was sent to collections. After multiple conversations with Cox reps and then the collection agency, I finally emailed one of the local reps who had “helped” me in store, copying his supervisor along with the emails of five leadership executives that I found online including the Executive Director, Vice President, Sr. Vice President and President/CEO (thank you elliott.org). I received a call within two hours from the Executive Escalations Leadership Team asking a few questions and then letting me know they had issued the credit that was take effect within 1 business day, but the 30 days I was originally told, and would immediately be reported to the collections agency, another 30 days I had been told at which time it would have already been reported to the credit bureaus and negatively affected my credit. I was so grateful to finally have a contact who was actually helping me. He told me he would call me back by the end of the day the next business day to confirm it had all been done as well as to discuss what they could do to restore my faith in the company. The next business day, I received the call and the issue had been resolved but no mention of the act to restore my faith so i asked him, are you going to do anything to make this right with me? He told me that I already had a discount to my account due to the issues with the original transfer and all he could offer me was a $2 monthly discount on my modem as well as a one time credit of $20, a total value of $44 when I pay over $160/monthly and have for the last 10+ years. Needless to say, I will be finding a new provider for all of my services as soon as possible as I work in client services and if I were to treat my clients with this level of service, I would be fired. Cox, you should be ashamed of the customer service you are providing to your customers and I am hopeful that soon, these smaller, faster internet providers such as OzarksGo will overtake these huge corporations that monopolize certain services and leaving people with very few choices.

LOL. If I had any choice whatsoever I would drop Cox in a heartbeat. They are the provider for the area I live in so it is what it is I guess... But I’ve had problem after problem. This past week my applications such as Hulu and Netflix shut off every single day while I was mid-tv show or movie, due to loss of internet connection. I had to do the live chat each night to get it fixed. It took at least an hour to refresh the signal and whatnot then it would work for a while then give me the same problem the next day! Nothing resolved. On the last live chat I had, the tech person helping me was passive aggressive, which was comical but frustrating. The next day I turned on my TV to find my remote receiver not even working. I couldn’t change the channel for an hour. Any time I’ve tried calling, after about 15 minutes of automated responses, I’ve received no help at all. And my bill has increased from the first month (including installations!) to the next! Cox in my opinion is a terrible company and I’d love to be able to switch internet providers.