Cox Communications review: exceptionally poor customer service

I have had a numerous problems with Cox since moving to AZ 3 years ago. It is always a hassle getting anyone on the phone and often (although not always with Tech) the CS rep is clueless and unable to resolve the issue. "Make an appointment" and wait for a service rep for 2-3 hours!

The current complaint: Cox apparently changed their website (to improve security). As a result I was unable to access or pay our bill on-line as I have done for 3 years. It took 4 phone calls to Cox and almost 3 hours to determine that Cox misspelled the user name (for Login) when they changed the system. After an unbelievable hassle, the CS rep finally confirmed (incorrectly) that I was using the correct user name and password. Rather than first dealing with the issue competently and professionally, we were arrogantly informed that we were doing something wrong and it was our problem. We requested a paper invoice to pay. When it arrived it included a $5 charge for the paper document! After 3 more calls, Cox Tech determined that the username was misspelled. Problem corrected I contacted CS for a credit for the $5 and was told that was not possible. After another unnecessary hassle, I was finally told that they found a way to reverse the charge. (I had a similar problem with an incorrect charge earlier this year. Once it has gone through accounting, they are not going to correct it without making it a hassle! Poor procedures, poor service, poor training and poor culture.)

This is what we get from a government protected monopoly. Excessive costs and no incentive to provide good service and an arrogance that puts all the burden on the customer (taxpayer).