Cox Communications Inc Complaint - Bad Service/Deceptive Practices
Resolution Update on 02/19/2009:
I spoke to a Cox Customer Advocate yesterday and again today. She was more than fair and the issues I had regarding my bill have been resolved in a very satisfactory manner.
WICHITA, KANSAS -- We had Cox Communications install phone, cable, and internet on December 1st, 2008. Since that time we had continuous problems with our internet service being disrupted and we even lost our phone service for 2 days as well. I spent a lot of time on the phone with Cox Communications trying to troubleshoot the problems we kept having with the internet. In mid-December, after spending several hours on the phone with Cox Communications and LinkSys trying to fix the problem with our router I was finally told by a Cox Communications customer service representative that they would send out a technician to fix our internet service. When we received our bill there was a 100.00 charge for the technician coming out in mid-December. I was not told there would be a charge to repair our internet service/router problem when I spoke to the customer service representative who scheduled the technician to come out nor at any point when the technician was here. (We continued to have disruptions in internet service after the technician "fixed" the issue with the router.) I called Cox Communications and finally spoke with a supervisor who finally removed the 100.00 charge.
We were so fed up with the problems we were having that we contacted other internet services to have our service switched over but unfortunately the earliest we could have it switched was the second week in January (I work from home and rely on the internet for my job and, unfortunately, couldn't cancel service with Cox Communications until another internet service had been installed). When we received our bill for services for December 1 through December 31 we paid the bill in full.
In January I cancelled all of our services with Cox Communications effective January 9th, 2009, on which date we were switching to another internet/phone/cable service. I also filed a complaint with the Better Business Bureau. The response from Cox Communications stated that we were charged the 100.00 for a technician to come out in mid-December to install internet on a new laptop (which was untrue - the technician came out because we had been having continuous problems with our internet service and router) and the letter made it sound like they had done us a huge favor by removing the charge. Their letter went on to state that our services had been disconnected effective January 9th but that our phone service was disconnected on January 23rd (we had a NEW phone service installed effective January 9th along with new internet and cable service with another provider and when I called Cox Communications to cancel our services with them I cancelled ALL of our services – internet, cable, AND phone – effective January 9th and was not told when I cancelled our services that our phone service would be disconnected on a different date).
Yesterday we received our final bill from Cox Communications. The bill states that we owe 124.00. I called to find out exactly what we owed 124.00 for since we only had service from January 1st through January 9th and the itemized charges on the bill don't match up to the amount they state we owe. I was told there was a previous balance. A previous balance? We paid our December bill. I was told there was a charge for this, another charge was deducted, there was a charge for something else, something else was deducted, blah blah blah. None of it made any sense.
Then I was told we were being charged for the remaining amount owed on the router and adapter. I asked why. I was told that we owed because we hadn't cancelled service within 30 days of activating our service, that we wouldn't have owed anything more on the router and adapter and could have returned them if we had cancelled within 30 days. I was never told – not when we called to schedule to have phone/internet/cable service connected or when I called to cancel our services with Cox - that we would have to pay for the router and adapter if we cancelled our services after 30 days. So now we owe for a router and adapter that we aren't using and they won't let us return them. And, in addition, we owe approximately $70.00 for 9 days of service?!?!?!?!? (Our monthly bill was only supposed to be 116.00 for basic phone/internet/basic cable and they're charging us 70.00 for 9 days of service.)
I filed a new complaint with the Better Business Bureau regarding this final bill we just received and am waiting for a response to that.