| rev:text
| - I have had two separate experiences with them and both are negative!
The first experience was when they were notifying the neighbors that they now offer services in our area, they were asking for you information so that one of the reps and call you up and go over plans etc. a few weeks go by no one called not that we had any since of urgency to change. Randomly one day we get a "Sorry We Missed You" service card, we didn't think much of it and ignored it only to get a bill for $200 a few days later! My husband called and they managed to cancel the service thy was set up and the bill but we were just annoyed at the situation.
Second experience is why I'm really leaving a review. My mom has had multiple problems with Cox so I suggested she set up Century Link, again they seemed really helpful the first time it was just an odd experience when we called took care of the issue etc, just the setting up the service annoyed us. They have this promotion where you get a $150 visa gift card when you set up services online. The process was so simple and VERY user friendly and they have ample availability to schedule the tech to come out for the installation process, if you set up online they have you pay your first months service fee and a one time installation fee, I did that no problem. Fast forward to the day the tech came out, they rep was super sweet and helpful really went above and beyond to try to get up services, however due to the wiring the services wouldn't work in her area, he was very apologetic for not being able to set up services but told us if we call we can get the optional $60 service fee refunded since he was unsuccessful along with the monthly fee I had paid. At this point my credit card was already charged $115.43.
Getting that fee back was/is a NIGHTMARE!!!! I called the 1800 number they have you go through the prompts. Yet wouldn't recognize the phone number on file but since services weren't set up I didn't have an account number, after pressing 0 a bunch of times I got to a live representative. Told her the story she said "let me transfer you over to that department please hold" got to that department explained the story again, they said "oh that's our prepaid department!" To which I clarified I registered for monthly services online not prepaid for services, they said it was the same thing, I'm not going to argue terminology. So the rep gave me the following number: 1-800-990-9896
I called that number, it rings, says welcome and then disconnects. I thought I might have had a dropped call so I called back, same thing aged 3 attempts I called the 1800 number again to try to get a rep, got a rep explained the situation, she was trying to be helpful and she even said she couldn't get through the same thing was happening to her! Then she did research and said that number has been DISCONNECTED FOR OVER A WEEK! That it was a known issue! She tried to connect me the back way and sure enough the call was disconnected. I called back asked for billing and a supervisor the last rep said there was no supervisor and I have to deal with her! She was just as useless and a waste of time I ended up calling the credit card company and disputing the transaction.
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