We signed up for Cox HSI Preferred in late June. Installed on 7/1. After entering the service address at Cox website, the 50/5 internet package was advertised at $54.99 for 12 months for new customers. Upon adding it to cart, the rate jumped to $59.99 per month. I chatted with sales online, and was told it was a bug and that the current rate was $59.99. I expressed my displeasure with them advertising one rate, but then wanting to charge another, but the rep wouldn't honor the $54.99 advertised rate. We were moving in from out of state and wanted to have Internet ready soon after we moved in so I reluctantly signed up at the higher rate, again expressing my displeasure with this "tactic" to the rep.
Fast forward to around July 20th, about 1 month after signing up. I went to view and pay the bill online. The bill confirmed they are charging us $59.99 per month. Out of curiosity, I checked the then advertised rate on Cox website and it was still showing $54.99 per month for 12 months for new customers. That made me think this wasn't just a bug like the rep had stated. Cox was continuing to advertise one rate, while charging us (and likely others) a higher rate than advertised. Bait and switch came to mind.
That night, I chatted with a rep online, explained the situation, and was told my rate would be adjusted to the current promo rate of $54.99 going forward, and that $5 credit for the first month would show up in my online account within 24 hrs.
Fast forward to July 26, due date for the bill. I logged into my account online and saw that nothing had changed. No $5 credit. I chatted with an online rep again and she confirmed that there was no credit pending and that the rate was still set at $59.99. So, basically, the previous rep lied to me, or someone else undid what he said he had done. The rep said she would put the credit in for the $5 for July, again saying it would post within 24 hours, but that I needed to call the Loyalty dept in order to get our monthly rate changed to the current promo rate of $54.99 (yes, they were and still are advertising that as the promo rate as of this posting). She said she didn't have the tools available to make the rate adjustment. I complained and asked why after the 1st rep told me that he had put in the adjustment, that I now have to call in and speak with someone else to get the adjustment. She didn't really have an answer and apologized.
Later that day, I call in to the Loyalty dept to try to get my rate adjusted. They pick up right away. I explain the situation to the rep. He seemed friendly and made it sound like he can help me, but after explaining the situation, said he needs to get a manager involved and put me on hold. After about 5-10 minutes, he checked in with me, and said he's still waiting on a manager and asked me to hold again. After about another 15-20 minutes on hold, he checked in with me to tell me the manager is not picking up and need to wait some more. I asked what is taking so long and how much longer should I be expected to wait. He said his system shows another 10-15 minutes of wait time. I asked if the manager is not picking up, how can your system tell you it'll be another 10-15 minutes? He didn't really have an answer. Upset now with the long wait, excuses, and lack of resolution, I voiced my displeasure and told him I wasn't going to wait any longer without a defined wait time. I voiced my displeasure and said I would be looking into services from CenturyLink instead. He didn't offer to have a manager call me back or anything.
Later that day, I jumped onto online chat with support to confirm my payment and that my service won't be disconnected or a late fee applied because online is showing a $5 balance (Cox credit not yet processed). She confirmed, and also put in a request for me to have my rate adjusted. Gave me a form number and all. But having heard promises from previous reps that turned out to not be true/factual, I have my doubts if this rep actually did what she said.
This has been one of the worst customer service experiences of my life. I've wasted so much time over this. $5 per month ($60 total) isn't much, but the principle here matters more. I am seriously considering reporting Cox to the FTC/FCC for deceptive business practices (advertising one rate, then whey you're ready to buy, telling you that rate is no longer available, and charging a higher rate).
Today, I had a nice, long chat with a CenturyLink sales rep online. Up to 100 Mbps and Prism TV both available at our home. Told me no data caps as long as we have Prism TV. 250 GB cap without Prism TV. He was able to give me a really good deal with an excellent price for 2 years, much better than what is shown on their website. I am now seriously considering switching to CenturyLink after this awful experience with Cox.
I decided to post my experience here for the following reasons. To warn others of this "bait and switch" tactic, see if others have experienced it, publicly shame Cox customer service hoping it'll force them to improve (doubt it), and hope Cox reads these forums and will try to make this right with us, if for no other reason, than to improve their image to readers of this forum.
Thanks for reading and looking forward to your comments, suggestions, and personal experiences.
J
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