I had been a customer with Cox Cable for over a decade. The rates for the monthly service continue to increase year after year. We had a two year contract for 186 per month which seemed outrageous for one television in the home with one DVR and internet access. The phone line was part of the package but irrelevant because it was not used. In June of 2016, we received a bill for $253. This is not something we agreed to. When I called to inquire why the bill had suddenly change from 186 the agreed-upon amount to $253 per month I was told that our two year contract ended. I said we were not made aware of this and we would not have agreed to $253 for service for one television one box and internet. Therefore, we sought out other providers. When we discussed this with representatives of Cox Cable, we were told that Cox Cable does not operate like Walmart or Target so there's no need to price compare "we do not negotiate" and the only resolution they could offer was to reduce the bill by $10. Being that this is not acceptable and we did not appreciate the way in which we were spoken to by a gentleman who bragged that he had an MBA, we are registering a complaint with the FCC the SCC and the Better Business Bureau. Our account went into a state of collection which we did not appreciate because we did paid the 186 in a timely manner upon ending the services from Cox. We did not appreciate the tactics and the rude arrogant overtone that the staffers with Cox exhibit. We do not plan to reconnect service with Cox in the future and we are happy to say that we no longer have internet and cable through a blood sucking corporate giant such as Cox Cable who takes advantage of people who do not advocate for themselves, research alternatives, or do their homework. Corporations likes like Cox Cable have systemic problems because of the layers of management and the lack of true vision from individuals who simply "work there for a paycheck" and not a career. 20 people are hired every week and 20 people probably leave through the back door every week. The turnover rate must be incredible because there is not a good sense of connection. Just simply the chaos that comes from calling the 222-1111 number makes my head spin. I live in the state of Virginia and the call is received in Nebraska, Nevada, California, Indiana, New York, New Jersey, North Carolina. Not one time did I speak to someone who was in the state of Virginia who understood the Hampton Roads area who could appreciate what I was talking about. In fact the gentleman who boasted he had an MBA was in the state of Tennessee and he very rudely told me that Cox does not negotiate, they do not cost compare and they don't have to accept quotes from customers who shop around for other providers. Further he explained that based on market research, customers want more not less service and the fact that the calls go to all over the country does not matter to customers according to the research by Cox. The audacity behind a statement like that truly left me speechless. Shame on the CEO, the executive director, the vice president, managers and staffers at all levels for accepting that type of mindset. It is for this reason that cox gets the award for the worst customer service and cable provider.
on 9.7.16, I spoke with Ms. Baker via phone from a collection agency in Roanoke Va at 540-772-6664. She made notes on the account and thanked us for the payment of 186$ as was the monthly agreed to amount. In order to resolve the issue, we would like cox to no longer send letters to our home as this account is closed. In addition, Ms. Baker stated there was a 78$ remaining balance. We paid for the services we received from the month billing period of May 24 to June 24. As we were told by a female from cox during the month of June, if we cancel the account before the end of the billing cycle, we will not be charged 253$. therefore we did close the account before June 24. Please check the records. Moreover, if all of the calls are recorded, then the call can be pulled as well. Unfortunately since we would have no way of knowing the state in which the staffer who took our call on that day in June was located, it might be a challenge to track down. But with over 50,000 employees in company, I'll bet there is a way to find the call, the staffer, and the statement she made saying if you close the account before June 24 you will not be charged 253 or 256 whatever the outrageous amount was read more
