First off, my issues with Cox started right off the jump. When I called to find out information about cable and internet the lady kept pushing for both when I only wanted cable (understandable since it is a retail service) however at the end of the conversation I said I only wanted cable NOT internet, she confirmed this and we hung up.
Then I called back two weeks later to find out how much my bill was because I did not have a key to my mailbox and I wouldn't be able to get one for a couple of weeks and I just wanted to pay my bill. On three different occasions I called to see if I could pay my bill and each time, after I told them my situation, they told me that there was very important account information on my first bill that I will need in order to pay it. It ended up being a couple of leading zero's to the account number that I was given in the beginning.
That all happened in August, then in October/November I called to get the internet. They said that I already had it. There was no other information given and we hung up the phone.
In February, I called to cancel the internet because my roommate moved out and it was for her. They told me that I had signed up for a year contract in August and I'd have to pay an $80 cancellation fee. I asked them how this happened because I specifically said that I did not want internet. I asked them if I signed anything and they said no, but I was sent a letter stating the contract and I will have to pay this fee because of that letter. I told them I never received it and they said that wasn't their problem. I asked for a manager and they referred me to a Mr. Wilson.
Mr. Wilson was helpful but not too helpful. After numerous calls back and forth saying that it will be hard to get me out of this considering that I was paying for internet the whole time (as if paying for internet and signing me up for a contract I never wanted is related). Then the calls stopped coming. I called him back twice and on the third call he finally answered and acting like he had already told me that this situation had already been resolved.
Ok, great... I won't have to pay a ridiculous fee for something I didn't want in the first place. My new roommate moves in and I told her that if she wanted to change the cable that I want it switched out of my name because I've had too bad of an experience with them. So I called them and told them that I wanted to switch the cable out of my name and into hers. They said it was no problem, asked me a couple of questions and then asked her a couple of questions and then the cable was in her name.
Recently I've noticed I had a $97 credit. Two weeks after I checked it the amount went down to $13. I called to ask what this was all about. Turns out NOTHING was resolved AT ALL.
Apparently every conversation I had with Cox prior to this conversation was notated in their system differently then what really happened. They are claiming that I knew about it the whole time and that I was trying to finagle my way out of paying the fee. I apparently also knew that the fee would not go away. Also, when I switch the cable out of my name, they have it as I disconnected it which in turn makes that fee pop up again.
I talked to the "manager" of the billing department (Megan or maybe Michelle?) and she kept sweating the small stuff. "But you paid for the internet". I kept telling her that I wasn't trying to get out of paying for the internet and that shouldn't matter that I paid for the internet in the first place. I am trying to get out of the fee since I shouldn't have been signed up. Regardless of paying for the internet or not, the contract is the issue. Just because I was paying for it doesn't mean I knew I was in a contract. Then she told me about this alleged letter that they sent me explaining the contract. When I told her that I never received it she proclaimed that what happens with the USPS isn't her problem. I told her that it was the companies problem. They can't just sign you up for a contract and not tell you and then "send a letter" stating the obligations of this contract. If the client isn't signing anything then they should at least send this letter through certified mail, that's at least something showing that the client knows about it.
She said that she would put in a claim and I should hear back next week. That was a Friday that I called her. Today, Monday, I called back. No one has ever heard of a Megan nor a Michelle nor that extension that she gave me. I talked to a lady named Loretta in billing. I told her the situation and again they tried to come up with "but I paid for the internet" and once again I said "just because I paid for the internet doesn't mean that I wanted a contract or new I was in one". She put me on hold for about 15-20 mins. She said that I would be getting this money back within 8-10 weeks. Not that I should be complaining about recieving MY money back, but 2 months to cut a check? Trust me, I won't forget. But I guess we will see...
Kristy
Virginia Beach, Virginia
U.S.A.
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