• Report: #1135464

Complaint Review: Cox Communications Phoenix

  • Submitted: Tue, April 01, 2014
  • Updated: Mon, June 30, 2014

  • Reported By: Jef — Coolidge Arizona
Cox Communications Phoenix
7102 N 43rd Ave Glendale, Arizona USA

Cox Communications Phoenix Cox Cable, Cox Digital Phone, Cox High Speed Internet, Cox Preliminary Report - OVERBILLING & REFUSAL TO CORRECT BILLING ISSUES Office: Phoenix, AZ - Service: Coolidge, AZ Arizona

*Author of original report: BTW To Becky K. Cox Social Media Support Specialist...

*Author of original report: Attorneys Interested?

*Author of original report: Continuing to bill every month.


*Consumer Comment: Don't expect much.

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This is a PRELIMINARY REPORT concerning repeated OVERBILLING buy Cox Communications with regard to Television, Internet and Digital Phone Services. This practice of overbilling has gone on for more than 6 MONTHS.

I was under a 2 year "contract" with cox communications for a bundle deal that included HD Digital Cable, High Speed Internet and Digital Home Phone Service. My contract was began in mid 2013 and the price was supposed to be "Locked In" until mid 2015. My monthly cost was approxamately $115.00/mo.

In November 2013 I contacted Cox Communcations using their online support system and inquired about increasing the speed of my internet connection. I SPECIFICALLY asked how upgrading my internet connection would affect my contract. The agent I was speaking with told me at that time that upgraging would increase my monthly payment by approxamently $30/mo plus taxes. I agreed to that increase and ordered the upgrade. This process took about 5 minutes and my new higher speed was in effect.

In Janurary my Cox bill came in for nearly $400.00. Upon contacting Cox using the same method the Billing department REFUSED to help me online and askede me to call the office who first agreed there was a problem then after my being on hold for several minutes, they came back on the line and informed that the Internet Upgrade had cancelled my 2 year contract and that I was no longer elegible for any bundle to spite the fact that I still had all 3 services (Television, Internet & Phone). I argued with them for more than an hour over this nilling issue but ended up paying what they wanted to prevent disconnection.

In the months sense my bill has been over $300/mo and I have contacted Cox Communications repeatedly about this overbilling. Finally in Janurary 2014 I began lowering services in an attempt to lower the monthly bill as it had become obvious that Cox Communcations had no intention in correcting this overbilling.

I ported my number to Vonage & cancelled phone service with Cox. In response Cox Communications added a nearly $200.00 charge to my bill claiming that I had broken the contract by cancelling phone service. (Keep in mind that my bill was already high because Cox claimed I no longer had a contract.) At the same time I returned 2 HD DVRs and one SD Digital reciever to Cox Communcations and lowered my internet speed by half and dropped my Cable TV package to BASIC.

February's bill was still more than $250.00 even with drastically fewer services.

I have again contacted Cox Communcations this morning DEMANDING A REVIEW OF MY BILLING OVER THE LAST 6 MONTHS. Again Cox Communcations has OUT RIGHT REFUSED TO REVIEW OR CORRECT THE OVERBILLING.

As of this morning I have given Cox Communcations FORMAL NOTICE that I will be contacting various forums (Such as this one) and if the issues have not been corrected within 10 business days I will be contacting the Local Media as well as the Arizona Better Business Bureau to report Cox Cable's seemingly intential overbilling practice in Pinal County.

As this is a preliminary report I will be posting updates to this report as there are new developements. As of this moment Cox Communcations is continuing to refuse to correct their overbilling. They in fact are COMPLETELY REFUSING to assist in any way in correcting any of this.

More information coming as it becomes available.

This report was posted on Ripoff Report on 04/01/2014 02:49 PM and is a permanent record located here: http://www.ripoffreport.com/reports/cox-communications-phoenix/glendale-arizona-85301/cox-communications-phoenix-cox-cable-cox-digital-phone-cox-high-speed-internet-cox-pre-1135464. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Author of original report

BTW To Becky K. Cox Social Media Support Specialist...

AUTHOR: Jef Golden - ()

I did exactly what you asked and I got a responce from some arrogant rep that ignored my concerns and told me that it was my fault that I was given incorrect information from your agents at the time of my original internet speed upgrade. I expected better after reading your rebuttal but I got the same poor service as always. Now the next step is court.

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#2 Author of original report

Attorneys Interested?

AUTHOR: Jef Golden - ()

If you are an attorney and you are reading this and interested in assisting me with a lawsuit against Cox Communications for Fraud & Punitive Damages please feel free to contact me here or via email at (((redacted))). I think my only option at this point is to file suit. I have recently had a heart attack in part due to the stress caused by this issue affecting my ability to work (I require internet service to do my job). Please let me know if you are interested, I have all documentation and any phone calls from Cox at this point are being recorded on my end because each time I talk to them they tell me something different. I'm tired of the lies from them and the not only overbilling but the continued billing long after services were disconnected. Please use either method above if you are an interested attorney.

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#3 Author of original report

Continuing to bill every month.

AUTHOR: Jef Golden - ()

I have tried again to work this out with Cox. IN the end we disconnected ALL services with Cox Communications but they CONTINUE to charge us every month. I just got another bill notice in email from them today. I think it's been 2 or 3 months now since they disconnected services but every month I get a bill with an added monthly fee of more than $250.00 for services I don't even get anymore.

I am reporting Cox Communcations to the FCC for fraud as of today. I am astonished that they continue to charge us $250.00+/mo for basic cable and mid-grade internet that I have not had for months now. Thre last bill was over $1000.00 for services I do not receive. I will also be filing a complaint with the BBB as of today.

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#4 UPDATE Employee


AUTHOR: CoxHelp - ()

 Hi Jef,

I think you have every right to be upset with us! Prior to changing your internet tier, we should have explained not only the price difference, but also how the change would affect your 2 year contract and the prices of your other services.

It is obvious that you have spent a great deal of time on this, and I wholeheartedly apologize. As long as you are the authorized account holder, we are able to review the account with you at any time. Would you allow me the opportunity to investigate? I'd really like to help sort this out for you. You can email this post, your full name, and full service address to Cox.Help@cox.com at any time.

I'll do everything I can to make this right!


Becky K.
Cox Social Media Support Specialist


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#5 Consumer Comment

Don't expect much.

AUTHOR: Crucible - ()

" As of this morning I have given Cox Communcations FORMAL NOTICE that I will be contacting various forums (Such as this one) and if the issues have not been corrected within 10 business days I will be contacting the Local Media ... "

  That will pretty much go nowhere.   All of these telecommunications companies (not just Cox) that offer bundled packages are very much alike.    While you keep referring to your contract from 2013, did you bother to read it?  They explain what will happen if you change the services specified in the original contract.  It's never good.  

  You can go complain to the local media and BBB, but no doubt they've heard this story dozens (if not hundreds) of times already.   The issue is that you didn't stick with the original bundle contract and you unfortunately listened to some phone drone instead of referring to your actual agreement.     I can tell you that (like most salespeople) any phone jockey you talk to at Cox will tell you whatever you want to hear to ring up a sale.

  Good luck with your endeavour, but I don't really see it going anywhere.


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