Complaint Review: COX Communications

WE asked for digital TV connection under the promotion offer of $5.00 only per month for 3 months.We already had basic cable connection with them.After calling up the customer care twice and very specifically asking them if there will be any other charges besides only $5.00 a month, they never told us that they will also charge us for expanded services @$24.00.

WE have basic cable connection with COX communications.

Recently we heard about their promotion offer for the Digital TV for only $5.00 a month for 3 months with one time activation fee of $5.00.

We were attracted to this offer but were doubtful if its actually for only $5.00 a month for 3 months, so we called

the customer care twice and spoke with the agent and asked him very specifically if there will be any other charges besides $5.00 a month .

Each time the agent told us that there will be no other charges than a one time activation fee of $5.00 and for first 3 months only $5.00 will be charged and if do not disconnect it then after 3 months, they will charge fully.

So we went ahead and ordered for the digital tv.
But to our horror when we recieved the invoice, we were charged $5.00 for digital tv and $24.00 for the COX EXpanded services.

I called them immediately and questioned about the expanded service charge, to which the agent very complascently told me that with out Expanded services Digital TV Connection is not possible.

I was furious as we were never told about this and were taken for a ride.

When I asked them to disconnect it right away, the agent told us that they can not disconnect it until we return the digital box to them when I told them that their customer care agent goofed up, so it should be their responsibility to get the digital box , to which the agent very rudely told me that
WE will be charged $19.99 for their technician to come and get the box from our house.

I wanted to talk to their Manager but I was refused.

And this is not the first time COX has done this to us.

When we initially got the cox connection ,without our telling them they started charging us for Expanded services where as we had ordered for only Basic cable connection and then after repeated calls to their customer care office the expanded service charge was taken off.

At that time we gave them a benefit of doubt but now I strongly believe that this is their tactic to fool their busy customers.

Deepti
Chesapeake, Virginia
U.S.A.