On November 4 my son deployed with the US Marine Corp. Two days prior to that November 2 Cox Communication came to his room and removed their equipment. At the time the call for the equipment pick up was requested and at the time of the pick up of equipment it was requested stated that the service was to be discontinued.
While monitoring my son's bank account during his deployment I noticed that Cox continued to take funds from his account. I contacted them and they stated my son had no account with them. I contacted his bank and they supplied me with all routing, transaction numbers, and reference numbers of the funds being taken. Cox refused to back track the transactions and told me to call my son and have him put a freeze on his card and file a fraud report. Of course I couldn't call my son and could not freeze his bank account since that was the only means he had to his funds while overseas.
Upon my son's return to the states his old roommate contacted him and said he was still being billed for the Cox account they had before they deployed. This explained why Cox could not find my son's account at first. We also went to the bank and told them that Cox had told us to file a fraud report and were told we couldn't do that as no fraud had been commited, Cox was just continuing to take funds for what was to be a closed account.
I contacted Cox with this new information and they confirmed that yes there was an account in my son's old roommate's name and that yes my son was listed on the account as they payer. They said the equipment wasn't shown as turned in and they would do a search. When I again contacted them a few days later they said everything was fine and the refund was being issued, this was June 16.
By June 23 no credit had been issued so I called again. (Please note that each call I make is long distance, you are on hold forever, have to go through a ton of hoops, explain you story over and over, and then hope you can get results.) Now they say the equipment is lose again and that my son needs to give them the techs number that removed the equipment. As if he would remember that 8 months later.
After several phone calls and getting to speak to the same lady she asked for another copy of order and said the refund would be sent. Two days later I had to fax a copy of his bank statement showing the money was coming out of his account and again told that with this verification he would be refunded his money.
Last week after working on this for 7 months I got a call from Nicole Weber 1-949-546-2568 who stated she is in finance and I never should have been given any information on this account. Everything I had accomplished was invalid and if anything else was to be done on this account only my son's old roommate could pursue it. I have been told the credit is anywhere from $336.11 to $1,190.00. I feel the correct amount should be $627.70.
I took this on because of the money involved, the fact that my son was unable to pursue it, and even now he can't hang on the phone for the hours I have since he is working. With the time difference we have it has worked out for me to call after my working hours.
Any suggestions? Is this the way Cox treats the military?
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