I recently became a Cox Communications Customer. Not a problem, however, when applying as a customer I was told I was to have a $100.00 deposit because my name and social security number did not match. I was told to contact Cox Cable, which I did (via phone). After the conversation via phone, my name and social security number were associated, and I was told a $50.00 deposit was necessary to connect my internet. No problem. I did that (Jan. 16), and paid prior to moving into my new apartment.
On the 26th of January, a technician came to my apartment to install the internet connection. All was good and he asked me if I would like to have the tv cable upgraded with DVR and such. I asked if there was an additional charge. He said no. The addition of the DVR and Port were added, and the system worked fine. I was also told 30 days of the service for the DVR and Services where free. Right on, that's kewl. So I would only owe for the internet. It doesn't get any better than that.
I received a new bill in March which showed a bill of over 200.00. I contacted Cox and they said my bill was overdue, with a deposit charge. I freaked out, and they said services were due at time of service. No problem, I paid the services but disputed the deposit charge (paid for internet on the 2nd and Internet - DVR on the 12th - bringing me current). I knew I had paid the internet deposit of $50.00, but was then charged a deposit of $100.00 for the DVR and Services. Kinda funny, as I already have expanded basic service which comes with my apartment. I spoke with someone that said that someone would contact me regarding the dispute. ($50.00 was taken off my bill, leaving a $50 deposit left. One that I did not have any idea of when starting my DVR service.)
No one called. The second month, after receiving another bill with the same deposit (and a late fee), I called again. I went thru the whole thing again, and was told someone would call from the Credit Department regarding the Deposit. Once again, I waited. No one called.
Today, I received another bill with the same charges for internet and DVR service (I don't dispute that and will gladly pay). I called again and was met by a customer service agent who said I was late on payments, and that the $50.00 was to be paid. After a long drawn out communication with the agent, I requested someone higher (supervisor/manager). She said hold a moment, then came back and said someone will contact you in 24 hours.
WTF... I've been dealing with this for two months now, regarding a deposit that was never disclosed to me. I don't have any problem paying for the services rendered, but I have a big problem paying for a deposit of which I was not told about, and also paying for a late fee on that deposit.
During the call, the representative said she was part of the credit department, and that the credit department does not contact customers via phone. Funny, two times I was told someone from the credit department would call. I guess she was right.
Let's see if I receive a call. I don't particularly being charged a late fee on a deposit that I wasn't told about. This is absolutely a deceptive trade practice. And... I mentioned the deception on the phone with the woman I spoke with.
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