• Report: #1064502

Complaint Review: Cox Communications

  • Submitted: Thu, July 04, 2013
  • Updated: Thu, July 04, 2013

  • Reported By: payneg — Tucson Arizona
Cox Communications
P.O. Box 78071 Phoenix, AZ 85062-8071 Tucson, Phoenix, Arizona USA

Cox Communications Claims owe money when I do not, in fact they owe me for overpayment of services. Very hard to talk to. Tucson, Phoenix Arizona

*UPDATE Employee: Re: Billing Issues

*Consumer Comment: What a bunch of BS

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This is the letter I have sent to Cox Communications. This letter was returnedstating "not deliverable as addressed, unable to forward.  This was the address I wasgiven by the Cox Communication employee listed in letter. I believe it sumarized the problem:

 

June 2, 2013

Cox Communications

P.O. Box 78322

Phoenix, Arizona  85062-8322

                 

Dear Cox Communications:

I have enjoyed your cable and Internet service, so I write this with difficulty.  I have attempted to handle this problem through your Tucson offices, but all attempts were unable to present or resolve this problem.  I called your service number and they sent me to your office on Broadway Boulevard in Tucson, Arizona.  I waited an hour to be seen and found that they did not have the authority to handle this situation.  They gave me two phone numbers to call.  I called (520) 884-0133 and talked to a Karen, she said she could not handle the problem and she transferred me to collections.  That number answered and then hung up the phone.  I called the Cox billing number and talked to Daniel, he gave me the number for collections before he tried to connect me, again the phone answered and then hung up. I then called (623)234-807 and talked to Nick in collections.  He said I would need to send a letter to your office and that is the reason for this letter.

The preceding paragraph shows that your customer service has a lot to be desired.

The problem; I had enjoyed your service when I had your service from 2003 to 2007, but disliked your billing procedures and found that you were not credited my payments and kept demanding more money that was not owed for services not provided.  I first cancelled your service in May of 2007.  I was talked into continuing the Internet service, but canceled the phone and TV service and switched to a different company.  This was a test to see if Cox Communication could correct its billing problems, but it did not get any better and I finally cancelled all services with Cox on June, 2009.

In April, I saw your advertisement and applied for your service again.  I was told by your representative that I could not have service with Cox unless I paid $118.00 that was owed. I have never received a bill for this amount and was very surprised to find that anything was owed to Cox.  The representative made me very mad when he stated that I should own up and admit my mistakes and pay my bills.  I stated that I owed no money to Cox and he said if I did not owe anything, then to prove it. You do not challenge me and not expect me to react, so I have completed an analysis of all bills you have sent me and payments I have made.  I have included the spreadsheet in this letter and you will notice that there are many payments that I have made that are not recognized as being paid by your statements.  In fact, not only do I not owe you $118.00, but according to this analysis I have overpaid you $3,423.44 and I would like those funds returned a soon as possible.

I must say I do enjoy your service and pricing very much, but your billing service has much to be desired, or is this a corporate decision to bilk your customers.  I am an optimist hoping this is a problem of the first area, but I am also a realist who does not completely trust companies and their intent, so I will also send a copy of this letter to the Consumer Financial Protection Agency for their review.

 

I would like to hear from you as soon as possible, seeing there has been no way to speak with anyone in your company who will address this without a letter to initiate a conversation.

 

Sincerely,

 

 

 

 

 


This report was posted on Ripoff Report on 07/04/2013 10:44 PM and is a permanent record located here: http://www.ripoffreport.com/r/Cox-Communications/Tucson-Phoenix-Arizona/Cox-Communications-Claims-owe-money-when-I-do-not-in-fact-they-owe-me-for-overpayment-o-1064502. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 UPDATE Employee

Re: Billing Issues

AUTHOR: Coxtech1 - ()

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#2 Consumer Comment

What a bunch of BS

AUTHOR: Robert - ()

 Very interesting that in 2013 you not only had every bill going back 10 years, you kept those bills a mimimum of 4 years after you cancelled all service.  Yet at no time did you mention in this report you provided them with proof of these payments to show that they didn't post them..you just have a spreadsheet.  So just how did you get to $3,400+ in over payments and only decided to bring it up now? 

Then we have how you were "talked" into keeping just the Internet Service and you out of some strange idea decided to do that as a "test" of their billing.  Well if they were that bad in billing why did you keep their service for another 2 years..just how much "testing" did you want to do?

I also find it very..well funny that you are going to send a copy of your complaint to the "Consumer Financial Protection Agency".  Because first of all there is no such entity..it is actually called the Consumer Financial Proection Bureau.  But they don't deal with Utilities(which a Cable Company is).  If you really wanted to file a complaint you would send a complaint to the Arizonia Corporation Commission.  It is strange how a person who apperently is as detail oriented as you try to come off as, missed those little points.

http://www.azcc.gov/divisions/utilities/consumerservices.asp

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