Complaint Review: Cox Communications

June 2, 2013

Cox Communications

P.O. Box 78322

Phoenix, Arizona  85062-8322

Dear Cox Communications:

I have enjoyed your cable and Internet service, so I write this with difficulty.  I have attempted to handle this problem through your Tucson offices, but all attempts were unable to present or resolve this problem.  I called your service number and they sent me to your office on Broadway Boulevard in Tucson, Arizona.  I waited an hour to be seen and found that they did not have the authority to handle this situation.  They gave me two phone numbers to call.  I called (520) 884-0133 and talked to a Karen, she said she could not handle the problem and she transferred me to collections.  That number answered and then hung up the phone.  I called the Cox billing number and talked to Daniel, he gave me the number for collections before he tried to connect me, again the phone answered and then hung up. I then called (623)234-807 and talked to Nick in collections.  He said I would need to send a letter to your office and that is the reason for this letter.

The preceding paragraph shows that your customer service has a lot to be desired.

The problem; I had enjoyed your service when I had your service from 2003 to 2007, but disliked your billing procedures and found that you were not credited my payments and kept demanding more money that was not owed for services not provided.  I first cancelled your service in May of 2007.  I was talked into continuing the Internet service, but canceled the phone and TV service and switched to a different company.  This was a test to see if Cox Communication could correct its billing problems, but it did not get any better and I finally cancelled all services with Cox on June, 2009.

In April, I saw your advertisement and applied for your service again.  I was told by your representative that I could not have service with Cox unless I paid $118.00 that was owed. I have never received a bill for this amount and was very surprised to find that anything was owed to Cox.  The representative made me very mad when he stated that I should own up and admit my mistakes and pay my bills.  I stated that I owed no money to Cox and he said if I did not owe anything, then to prove it. You do not challenge me and not expect me to react, so I have completed an analysis of all bills you have sent me and payments I have made.  I have included the spreadsheet in this letter and you will notice that there are many payments that I have made that are not recognized as being paid by your statements.  In fact, not only do I not owe you $118.00, but according to this analysis I have overpaid you $3,423.44 and I would like those funds returned a soon as possible.

I must say I do enjoy your service and pricing very much, but your billing service has much to be desired, or is this a corporate decision to bilk your customers.  I am an optimist hoping this is a problem of the first area, but I am also a realist who does not completely trust companies and their intent, so I will also send a copy of this letter to the Consumer Financial Protection Agency for their review.

I would like to hear from you as soon as possible, seeing there has been no way to speak with anyone in your company who will address this without a letter to initiate a conversation.

Sincerely,