Complaint Review: COX COMMUNICATIONS - Atlanta Georgia

I have Cox High Speed Interent. At least twice a week the service goes down for some unknown reason. I finally had enough and called to complain. The representative had me do all kinds of tests on my computer, modem, and router. When no problems showed up, she told me that she would send someone out to investigate.

4 days later a serviceman from Cox came and inspected the wires "OUTSIDE" of my house. He informed me that something was causing the signal to be weak. He then changed a few wires and increased the signal.

Everything was fine until my service was interrupted AGAIN a few weeks later. When I called to find out why, it took 3 people and an hour to determine that I had a past due balance. Seeing how I automatically pay my bill in full every month, I couldn't see how that was possible. Eventually someone figured out that I was charged $49.99 for the service call.

Now, first of all, NO ONE ever told me there was going to be a charge for anyone to come out. Second of all, I never authorized them to charge me. And lastly, the problem was NOT caused by me. Therefore there should have been no reason to charge me.

I immediately disputed the charge and the representative explained to me that it takes a few days for it to be approved and that someone will call me back.

A few days later I received a message from an individual from Cox. I returned her call and left her a message. She NEVER called me back.

Then once again, my service was interrupted for a past due balance. When I called to complain again, this time I asked for a supervisor. I explained the situation to the supervisor and she informed me that the dispute was denied. I again, expressed my dissatisfaction with that and asked her why I was being charged. She asked me if the technician had me sign a work order authorizing the $50. When I told her no, she informed me that she needed to order a copy of the work order to in fact see what the technician had written down, and she would call me back when she received the work order.

Of course, I never heard back from anyone. And once again, my service was interrupoted because of a past due balance. I called one more time and explained my problem to yet a third person. He put me on hold for what seemed like a weekend, and when he returned all he could tell me was that the charge was valid and that they would NOT be reversing it. I tried to find out why no one had ever called me back and how the justification for the charge could be made. He did acknowledge that the record said someone should have called me back. He also said that the charge was valid because there was work done "IN MY HOUSE". That is an absolute LIE. This man never did one thing inside my house.

Well, after getting nowhere, I drove down to the local office, thinking that I would have better luck in a face to face atmosphere. After waiting 30 minutes, my number was called. Before I could even get my story out, I was informed that no one there could help me. They were "just a retail center, and that all complaints had to be made over the phone."

I'm at my wits end with this company. Not only is their service lousy, but they have NO customer service. They do NOT return calls when they say they will, They do NOT return phone calls when you leave them messages. And they have no regard for their customers at all.

Jason

TEMPE, Arizona
U.S.A.