First step, I canceled my COX cable TV service through their switchboard customer service (leaving my Cox internet and Cox phone service intact)... The rep asked what they could do to keep my cable business...'how about lowering your rates?' I responded... Next the rep offered to save me the time and energy of returning the converter box to one of Cox's retail locations... She stated she would mail out an empty box to my residence, once received I would pack the converter and remote into said apparatus and either call fedex or deliver to a fedex drop box, the rep stated that Cox comm footed the bill for this new service... I was free to brave the retail location or opt for the box... As always... I opt for BOX!
So far, so good... Customer service seems solid to this point.
Two or three weeks passes and NO shipping box has arrived at my doorstep? I load up the box, go wait in line at the Cox retail location off Glendale and 7th St... Mention to clerk that i opted for box, received no box, weeks had passed and that i felt it best to return the box/remote/cables etc... To wrap this up... I get solicited on keeping my cable, i decline, get a receipt and
leave... 45 minutes after entering their building.
Three or Four weeks pass... My automatic bill pay account takes a hit for $280 dollars twenty five days after returning all the goodies listed above... This was unbeknown to me as it happened in pick pocket fashion without me green lighting these charges? How can this be legal? It surely can't be?
The above theft occurred without me knowing anything about it for a few days... These funds going missing from this account caused other auto-payments to not go through as i transfer needed funds into this particular account once per month and supply it only what is needed for automated payments. These other payments that now were not able to go through because of Cox Comm taking my money, did not go through and caused additional charges by way of overdraft fees and jammed things up with these other companies. I became aware of their being an issue when I deposited funds for the next months automated billing cycle and noticed the balance was totally off. Once I became aware of said problem. I immediately paid the other companies their current bills and the over draft fees/insufficient funds etc... Which is embarrassing as some of these bills are $20-30 to upwards of $115. Some of the overdraft charges ended up being over what the initial owed amounts were?
I then reached out to the COX customer service reps via the phone and notified them of this gross error on their part. Explaining that this ghastly error started going sideways when the shipping box for my convenience their rep promised had never shown up. They were also notified that their error was in the process of causing further financial expense and needed to be rectified immediately. They were made aware of the fact that I had returned their items twenty five days prior to them taking the funds from my account!
They were very ready with a canned response, yes but the billing cycle started the day before you returned the box... On that day the bill was printed (not mailed) And you (COX) had twenty five days to sort that out after these materials were HAND delivered back to you at your retail location on Glendale and 7th street..?
I spoke with a customer service and was told my account would be credited the $280 dollars... I said NOT acceptable. They were notified that they needed to return my money to MY account immediately, there was NO other option as I was NOT interested in ANY credit as i needed MY money for MY other bills. Supervisor to me this was NOT possible. I asked to speak with her boss. I was transferred again. Same story but I remained persistent and was told they would rectify said situation that day and that someone would call me the following day and have me fax in my bank statement so they could rectify any issues their error had caused me etc... Sounded like we were on the way to turning my growing frown upside down...
Another week has passed, nothing has been credited, i had NOT received a call the following business day as promised by the COX communications rep, two more hours on the phone and I finally reach someone that states they can't do the credit but they can issue a check to me but that it would take about eight business days for this... I told them again that this was completely unacceptable and let them know that I COULD NOT BE MORE OF A DISSATISFIED CUSTOMER. I asked them to reverse the tables... Say I'm you... What do YOU think when you hear me giving YOU this runaround? Is this acceptable? Are you feeling like a valued customer of 13 years? Never paying late even one time?
I was NOT able to get ANY resolution. I could NOT be any more dissatisfied as a customer or displeased with this corporate thievery. There is NOTHING immediate about their response time. I placed call after call for resolution, speaking with supervisors in billing, support, etc... Only to be placed on hold. I was finally assured I would receive my money and they put it in a way where they are doing me the favor of retuning MY OWN MONEY... I've been tied up, and NOT the way i like... I'm over 6 hours in to working on getting on the resolution side of this issue with these clowns... Just think, there are recordings of these monkeys giving me their 'valued customer' the run around.
They provided much in the way of wasted time, lip service, aggravation, NO resolution, NO explanation on why I never received the box for my convenience to return the converter... And they still have my f'n MONEY!
I now totally understand the end sequence of fight club!
Michael
phoenix, Arizona
U.S.A.
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