Cox Communications Deceptive Practices
P.O. BOX 9001087, KENTUCKY -- On January 30, 2007, my husband, an active duty military member, and I, went to Cox office at Williamsburg and filled up papers to get phone, cable and Internet services to be installed in a house we rent that month, because my husband identity was stolen, we were following the advise of JAG, not using our social security numbers on applications for utilities, specially, when still in doubt how this companies used customers personal information.
In order to obtained the services we had to deposit $250.90, supposed to be used as follow: $150.00 security deposit, $39.99 to buy a Modem, and $60.65 for advance payment on February's bill, before services were connected. Cox supposed to come to my house to installed the services on the morning of February 2, 2007, but didn't came, so the same day I went to the Williamsburg Cox office at 4:30 p. m., anyway they didn't came until February 6 at 2:55 P.M. still the cable only worked on the master bedroom, not in the living room were we usually watch TV. Cox was unable to connect my telephone, they came 3 times, but said were unable to connected, I kept calling until March 1, 2007, they found out that my phone line was not working! As March 19,2007 we were without phone service, but charged for, every time I called I was told that our account was not active on Cox system, but the $250.87 was cashed already. finally On March 20 my phone service was installed, I was told that Cox would credit my account for the amount of $25,84, but I never saw the refund.
I never been satisfied with Cox services, but because they are in totally control of the communications in this zone, they think they can do as they please. I been calling Cox many times because they overcharged me for the same mediocre services and always been unable to explained the reason, I don't blame the employees, they follow orders. I been to overcharged that my bill in June 2007 came for the amount of $554.87 on my statement for Cox digital telephone service said" Your current IntraLata carrier, including Internationals calls is Cox, I requested previously a plan for my international calls, I the only international calls I made is to my elderly, handicapped mother in Colombia, the cox employee told me that my plan was. 29 cents a minute, but when the $554.87 came I was told that I had changed the plan, which is not accurate because I keep a detailed record of every single call, including date, time and the name of the service representative, 13 of this calls was 1 to 2 minutes calls that not went through, Cox representative, explained to me that all 1 to 2 or 3 minutes was charged the minimal which is 3 minutes, not matter if was a second, and also I was not aware that each time a number is dialed a minimal is charged ( 3 minute ) it's why I was charged 13 calls to Colombia ( there was not communication, but charged anyway ) I felt so frustrated with Cox that I requested the limited basic, the cost $13.65 (from September 2008 )but I been charged also $32.35 which I don't know what is, so anyway I been charge for the limited basic cable and taxes a total of $46.72, but I only have the limited service! By the way when I requested the limited cable, Cox sent a man to put a trap to block the signal from the roof antenna, which cox charged me $40, it's not funny? ( Every house on this little subdivision has the same roof antenna), then my 36" TV stop working, I called Cox, they sent a guy and I was charged for the house call service, but my TV is broken, the Cox employee don't understand neither found the cause of the damaged to my TV. even they do the damaged. I disconnected the cable and I am disconnecting the internet and the phone because I don't want to deal with Cox anymore! I will be using my cell phone and go to the public library to use the Internet, a great service FREE.
To end this letter, I want to add, that I called Cox to found out that my security deposit is gone! Cox employee thought my English was not proficient ( maybe true ) he offered me to put a Spanish speaker on line for me, I spoke with the Spanish guy, I asked for my security deposit, he told me that Cox used that money for my June 2008 bill!!! When I told him to go to the June 2008 records, he was unable to said nothing else, because I was charged $554.87 amount I paid in full, to avoid been harassed by Cox, the taxes for this bill was $71.88, check this surcharges 0.07, $2.30, 0.83, 0.75, something called my attention is this: Federal Universal service Fund $45.20, Communications sales tax $22.73 I don't have a minimal idea what I been paying for. My security deposit is gone, not word from Cox.
I am getting ready all my documentation from 2007 to 2009 and I will send it to BBB, the Federal Trade Commission, my Congress man and to a Senator in Washington, and to the news papers, we can't let Cox go away with all they are taking from us!